How to select a JSM request type upon Jira creation from salesforce.


Due to compatibility issues, mapping the JSM Request type is not supported out-of-the-box with our Connector. However, a viable solution is to establish a custom Jira field to select the Request type. This can trigger a Jira automation to change the correct Request type field.


Part 1: Creating a Jira custom field.

We must create a new Jira Select List (single choice) field to select the value upon Jira creation In Salesforce. This Jira custom field must be added to the create and edit screen of the Issue Type. It is optional to add it to the View screen.

  1. In Jira, go to settings > Issues > Custom fields > Create custom field > Select List (single choice) and click next.

  2. In this scenario, the field is labeled as "Request_Type." Please ensure that the options provided correspond precisely to your specified Request Types.


Part 2: Creating the Jira Automation.

Jira Automation will streamline our workflow by automatically updating the Request Type field when we create a Jira issue from Salesforce.

  1. Go to the project > project settings > Automation (on the left side panel) > Create Rule.

  2. In the first component, select the “Field value changed” option and set it as the image below:



  3. Click on “Add Component” > IF: Add a condition > IF or ELSE: Add condition options > Add conditions... >
    Select Issue Field Condition and set it as the image below:

The field value you created can vary depending on your specific Jira instance.

  1. Click on next, and THEN: Add an action > Edit request type > select the Request type with the same name as the value on the “Request_Type” field we specified in step 3.

  2. Click on Next, and then click on “Add Else”. Position your cursor between the "Add component" option and the "Else" component to reveal a new option titled "Add else-if" and click on it.

    Click "Next," followed by clicking on "Else."


  3. Click on Add conditions..., then choose Issue Field Condition to replicate the process outlined in Step 3. However, select a different value for the request_type field this time.


  4. Click on next, and THEN: Add an action > Edit request type > select the Request type with the same name as the value on the “Request_Type” field we specified in step 6.


  5. Proceed through steps 3 to 5, repeating these actions for each value listed under the "Request_Type" field. In the example, we will be using only three values.


Here is an overview of the final automation

Now, when you create a Jira Service Management (JSM) issue from Salesforce, you have the flexibility to select the Request Type directly within a custom field. Following this selection, automation seamlessly updates the Request Type accordingly.

Please note that when using the Create Jira Issue Screen in Salesforce, it will display all fields associated with the selected Issue Type's creation screen. This means it does not tailor the field visibility based on the Request Type. For further details, please refer to our documentation.