About Zapier Community
New to our Community? Get to know more about our space and how to make the most of your time here.

Code of Conduct Community FAQ's Zapier Common Questions What to Expect

Get Started With Zapier
New to Zapier? We have got you covered with our Zapier 101 Resources.

Zapier Essentials

Get Support
Have a question? Let's get you an answer!

How Do I...? Troubleshooting Code & Webhooks Developer Zone

Other Help Resources
Wait, there's more! Check out these Community sourced spaces for additional resources.

Zapier Help Center Hire an Expert

Zapier Products
Learn more about Zapier's new products.

Zapier Tables Zapier Interfaces

Zapier Reading
All of our best learning resources can be found here.

Featured Articles Show & Tell AI Hub Zapier Tools Hub

Learning Groups
Excited to meet other builders? Check out our interest areas full of doers, dreamers, and in-betweeners.

User Groups

Other Learning Resources
Some of our favorite additional ways to upskill your Zapier knowledge.

Zapier Learn Zapier Blog Zapier Webinars

Product Updates
Check out what is new and upcoming with Zapier with our regular product updates.

Product Updates

Early Access Program
Want to join Early Access? Learn more here.

Question

Updating existing SFDC cases and Jira issues

  • 2 July 2020
  • 3 replies
  • 259 views
W

I know that two-way syncing isn’t something that’s currently available, but is it possible to set up a zap where a field update on a Salesforce Case results in an update on an existing Jira Issue (and vice versa)? Or can zaps only be set up to create new Jira Issues/Salesforce Cases? Our use case is the need to be able to update the “Status” of a Jira Issue directly in Salesforce.

This post has been closed for comments. Please create a new post if you need help or have a question about this topic.

3 replies

Danvers
Userlevel 7
Badge +12

Hi there @Wiser Solutions!

 

It sounds like this should be possible…

 

If you want to update a Jira issue status when a case is updated in Salesforce you would use the Salesforce trigger Updated Record (or Updated field on record, depending on which changes you want the Zap to trigger on). You can then use the action Update Issue for Jira. To do that, you’ll need to know the ID of the Jira issue - which you can add to the Salesforce record or you can use a Find issue step in the Zap. 

 

You can also set up a Zap that does the reverse (updates a Salesforce case when a Jira Issue is updated) BUT you will need to be very careful not to set up a Zap loop. A ‘Zap loop’ happens when you set up objects that trigger a Zap when the other is updated.  In this case what would happen is that one Zap would trigger when Salesforce was updated and would then update the jira issue, that would trigger the Jira Zap, which would update Salesforce and so on. 

 

We have a guide to Zap loops and how to prevent them here: Zap is stuck in a loop 

W

Thanks @Danvers ! For a Find issue step, would I need to be “finding” a specific ID, or could it be a scenario where Issue ID X status is updated, find SFDC case with a field containing the ID of the Jira Issue that kicked off the Zap and update acordingly?

steph.n
Userlevel 7
Badge +8

Thanks @Danvers ! For a Find issue step, would I need to be “finding” a specific ID, or could it be a scenario where Issue ID X status is updated, find SFDC case with a field containing the ID of the Jira Issue that kicked off the Zap and update acordingly?

 

Hi @Wiser Solutions - Stepping in for Danvers here. Yes, the Find Issue can do the following:

  1. Find the issue with the "best match" of the summary text
  2. Or if you already know the issue's key, Zapier will look up that specific issue (Example: `XYZ-123`)

Hope this helps!

Terms & Conditions