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Synch SLA between Salesforce Service Cloud and Jira Service Desk

  • 30 April 2020
  • 2 replies

2 Questions:

  1. Is it possible to synch the create date/time of a support case created in Salesforce Service Cloud with the Jira Service Desk Issue if it is escalated up.  We need to find a solution to synch the SLA times between the 2 systems for continuity of meeting SLAs.
  2. We are anticipating roughly 300 escalations per month - if understanding the pricing correctly, the Starter package should cover this load if it is a one-to-one task, correct?

Best answer by Liz_Roberts 1 May 2020, 14:58

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Hi @j.martini ,

Thanks for reaching out- happy to help!

Before we dig in too deep, am I correct that you are looking to integrate Salesforce Service Cloud with Jira Service Desk? If so, we currently do not have an integration with Salesforce Service Cloud. 

Let us know if that is not the integration you’re looking to use and we can help determine a workflow + tasks that would be involved to advise on which package would work best!

That’s correct - thank you for the update @Liz_Roberts