Create a two-way workflow between JSM and Salesforce on-site support

Owned by Mark Kleinsmith
Last updated: May 06, 2024 by Jeff Gleeson
3 min read

As a support manager who manages locally-based support teams using Salesforce and offline support teams using Jira, you will want the two teams to share information across Jira and Salesforce seamlessly.

This use case shows you how to configure Jira and Salesforce for the online and offline support teams to provide customer the best support experience.

Ingredients

You will need the following installed on your Jira environment. This works for both Jira Cloud and Jira Server.

You will need some basic understanding of the following Jira features:

Complete scenario

The Teams:

  1. The L1 support team resides on Jira and use JSM as the medium to directly communicate with customers first-hand.

  2. The On-site support team is working out of Salesforce, and they will be dispatched to the customer’s place to troubleshoot hardware issues

The Scenario:

  1. The customer raises a support ticket via the JSM portal to the support team in Jira.

  2. Jira Support team will try its best to resolve the issue online via email.

  3. Jira team will be able to retrieve the customer’s information via the JSM connector. Information retrieved includes the customer’s email (Reporter’s email) and match it to Salesforce’s Contact email.

  4. If the L1 support team is unable to provide any resolution remotely, they can create an escalation  (Salesforce Case)  to arrange for the on-site visitation.

  5. The Jira team will confirm with the customer if their  registered  phone number is still in use. If it’s outdated and requires updating, the L1 support rep would use the  Updated Phone Number  field ( explained below)   to push the update to Salesforce’s  Contact  field, to update the phone number.

  6. The Salesforce team can use the now-updated phone number to reach out to the customer to arrange for the on-site visitation.

Building this use case

⚙️ Part 1 Setup Salesforce

Salesforce

  1. We will be using the Case object. (OPTIONAL: If needed, you can create a Record Type for the Support team to use.)

  2. In this scenario, we’ve created a few fields that is for the on-site support team that resides on Salesforce:

    1. Date of Visitation - This is a Date field; used to specify the visitation/appointment date after the customer agreed on it.

    2. Time Slot for Visitation - This is a picklist field; used to specify the time slot for the visitation, e.g: 8 AM - 10 AM or 2 PM - 4 PM.

⚙️ Part 2 Setup Jira

Jira

  1. In Jira, we will need a Jira Service Desk project.

  2. Then, create a custom field, text field type, name it Updated Phone Number. This field is used to push to Salesforce if the customer has changed their phone number.

  3. To push the Updated Phone Number to Salesforce to update the Contact’s number, associate it to Contact and select the customer. Then, push it to the Contact object:

  4. For anything else, just create a Case object and push it to the Case object:

⚙️ Part 3 Bindings/Mapping

Bindings/Mappings

  1. On the Salesforce Connector app, add both Case and Contact object to the issue type that you want, in this case, its binded to Task issue type:

  2. For the fields Mapping:

    1. Task <> Case:

    2. Task <> Contact:
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⚙️ Part 4 Automation for Jira

In this particular use-case, we didn't use any Automation for Jira. However, if you wish to do so, you can refer to this link;  How to enable status transition from Salesforce to Jira via Automation for Jira  to setup your Automation to best-fit your scenario.