Salesforce Case Integration with JIRA Ticket for Payment Solution Company (1)

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Salesforce Case Integration with JIRA Ticket for
Payment Solution Company
Case Studies
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Project Name Salesforce Integration with JIRA
for Payment Solution Company Client
Industry Payment Platform Project Commencement
Date November 15, 2018 Project Completion Date
January 9, 2019
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Our client uses Salesforce and JIRA as their core
enterprise systems to improve their products and
services to their clients. For technology-oriented
online payment solution company, the client
needs all the systems to be connected.
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THE CHALLENGE
All requests associated with JIRA tickets came
through cases in Salesforce, however, the client
had no integration between two systems. The
client needed the issues categorization to be
streamlined by automatic selection of the
appropriate projects in Jira depending on the
Salesforce status of the original Salesforce case
record type.
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THE SOLUTION
Utilize ServiceRocket Jira Server Connector
to Pull case public comments to issue Pull all
attachments uploaded to case to issue Sync ticket
status to custom field in case Custom
implementation with Trigger and Rest API
automatically push Salesforce case to create Jira
ticket in real-time When development checkbox on
case is checked, automatically change case record
type to Development Automatically push to
create Jira ticket in a different project and
type based on case status Populate Jira tickets
fields with Summary, Description, Reporter,
Salesforce Case , TLA Populate Salesforce fields
with Jira tickets url Upon the creation of Jira
ticket, Salesforce case status changed to Jira.
If the ticket is closed, the case will be closed.
If the ticket is re-opened, case status will be
changed back to Jira again.
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THE IMPACT
The custom implementation helped Improve the
quality of incoming requests by keeping
associated Jira tickets in sync with the original
Salesforce cases during the whole lifecycle of
the Jira tickets. Reduce time costs, effort and
manual generated issues. Facilitate the companys
growth by processing the growing incoming scope
of work much more effectively. All the
consolidated data in Jira shown up more
accurately in Jira reports, dashboards, filters,
Scrum/Kanban boards, etc.
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