This is typically referred to as the "synchronization" functionality, which is bi-directional. This allows you to create an association between a Jira issue and any Salesforce object (e.g., Case, Account, Solution, Opportunity, custom objects, etc.).

Once associated, you can then "share" information across the two systems such that when the Salesforce object is updated, the Jira issue is updated as well. Likewise, when the Jira issue is updated, the Salesforce object is updated. You are able to control what fields are updated in each system with our flexible Mapping Configurations. In addition, comments are also automatically synchronized across the two systems.

This synchronization can be used in conjunction with the Remote Object Link option to create associations with multiple Salesforce object types.

For example, you can use the Remote System Reference to link the issue with a Salesforce Case and then configure additional Remote Object Link references for the Account, Contact and Owner. The associated values can be mapped using our Mapping Configurations, and by doing so, the system will automatically pull across the Account, Contact and Owner of the Case when the issue is created or synchronized.

Advantages

• Automatically updates the other system based on a flexible set of Mapping Configurations, so data is editable in both systems
• Automatically create and update comments between systems (the automatic creation can be disabled in the configurations so that you can selectively push comments from Jira to Salesforce)
• You can still access the mapped data in the event the other system is unavailable temporarily (e.g. during scheduled maintenance)
• Can be used in conjunction with Remote Object Link to establish links to multiple Salesforce object types

Disadvantages

• Consumes more API calls (compared to the non-synchronizing options). Salesforce enforces a limit on how many API calls are available per day for an organization (see: Salesforce documentation about API usage metering)

When should I use this?

You should use this if you want to share information between the systems so that it is updateable from both systems.

For example, you can map the Jira issue Priority field to the Salesforce Case Priority field. When the Jira issue's priority is updated, the Salesforce Case's priority is automatically updated to match.

Likewise, if you would like comments in Jira to appear in Salesforce (we currently support comments on Case and Idea objects) and vice versa, this is the recommended approach.

Further reading

• Adding a Remote System Reference

This is part of the "non-synchronization" stack that is available for Jira 4.3 and higher. This allows you to create "Custom Fields" which are used to associate a Jira issue with any Salesforce object. This can either be a 1 to 1 (using the Remote Object Link custom field) or a 1 to many configuration (using the Multi Remote Object Link custom field).

Using this method, you are still able to see the various attributes of the Salesforce object (configurable to display various fields of the object), however you will not be able to update the fields of the linked Salesforce object from within Jira (you will have to log into Salesforce to do this). In a way, it is only a read-only method from Jira.

Advantages

• Uses less API calls (as it does not need to update the Salesforce object, only retrieve information from it).
• Allows 1 to 1 or 1 to many Salesforce object links.
• Can be used in conjunction with Remote System Reference to be automatically set and updated.
• Can link a Jira issue with multiple Salesforce object types.

Disadvantages

• The data will not be available in Jira when Salesforce is unavailable (e.g., for scheduled maintenance).
• The information can only be updated in the respective system (e.g., you can only update the Case from within Salesforce and can only update the issue from within Jira).

When should I use this?

You should use this if you would like to link many Salesforce records to a single Jira issue where the user in Jira does not need to update the Salesforce object (and vice versa, the Salesforce user does not need to update the Jira issue).

For example, you could use Remote Object Link to associate several Salesforce Account records to one Jira issue.

Further reading

• Adding a Remote Object Link

This is a simplified version of the Remote Object Link option and is only available for Jira 5.0 and later. Like the Remote Object Link, it provides a read-only view of linked Salesforce objects and supports many to many associations. Unlike the Remote Object Link, it is very simple to configure (this method only requires the Connection to be configured) and it stores some of the information from the Salesforce object so that it is still accessible if Salesforce is unavailable. For example, Cases will continue to display the Subject field.

Advantages

• Configuration is not necessary (if connection is already configured), customization is easy.
• Some data is still available when Salesforce is unavailable.
• Allows 1 to many links to Salesforce objects.
• Jira issue loads faster (as additional information is obtained asynchronously).
• Can associate a Jira issue with multiple Salesforce object types.

Disadvantages

• Cannot update the Salesforce object from within Jira.
• The Jira issue will not display in the "Related Jira Issues" view in Salesforce.
• Cannot search from within Jira issue navigator.

When should I use this?

You should use this to associate many Salesforce objects with a single Jira issue when you do not have complex rules around the data in Jira and do not need to see the related Jira issues from within Salesforce.

For example, you could use Remote Issue Links for when you just need to add one or more links to Salesforce objects in a Jira issue.

Further reading

• Configuring Remote Issue Links
• Adding a Remote Issue Links