Question

Updating existing SFDC cases and Jira issues

  • 2 July 2020
  • 3 replies
  • 269 views

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.


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3 replies

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 

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?

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!