JIRA is a used by many platform created by Atlassian enabling the R&D and engineering subdivisions to effectively deal with arising issues. Also it’s a frequently used tool to quickly distribute work and releases to be done within a project. Given the mass adoption of Salesforce, many business entities are considering integration of JIRA to Salesforce Service Cloud.  This direct information exchange improves communication between customer service and product development/engineering teams.


What ways exist for integration of Salesforce with JIRA?

There are different approachesyou can choose from. One is to employ the existing Salesforce AppExchange products. Another way is to integrate them through a development employing REST API of JIRA. If you opt for the REST API implementation, then you’ll have to do some Apex development because, despite the common belief in possibility to use SOAP API, it should be noted that JIRA only supports SOAP API up to the 5th version of it.

The process of REST API implementation is uncomplicated. The URL of JIRA application which is at the same time the end point of JIRA and the project key is all you need to know and JSON will help you to activate the JIRA’s REST API.When you need to do the coding in the JIRA environment, you would usually use the notion of ‘issues’ for the cases/tickets.

integration of Salesforce with JIRA
Salesforce JIRA integration

Important things to know prior to starting the integration

salesforce jira integration

There are several things to be considered and verified by a developer before he begins working at the integration and evaluating the achieved results.

  • Make sure that the permissions of the user profile you are working under grant all the administrator’s rights required to access or edit the issues.
  • Upon creation of certain custom fields necessary in this use case JIRA makes them identifiable. During a migration to a different environment, a developer-administrator has to verify that the assigned IDs continue to refer to the respective records. Otherwise, the programmer has to find a way to correct the situation and change the identifiers appropriately to the new environment. In case of Salesforce, the common way is to do it through Custom Settings.
  • “A picture is worth a thousand words”, therefore, we recommend you to login to the JIRA site and check the status of the field, rather than contacting administrators for the details. It’s also beneficial in terms of project time and programming effort. 
  • Should you apply REST API clients, e.g. Postman, Hurl or Rest Console, remember that cookies will be involved in authorization. If you access the development environment to do testing, in particular, testing against production by simply changing the URL, you’ll come across errors.In order not to encounter them, you should work under the Authorization header, including in the mentioned REST clients.


Deciding between AppExchange and REST API development

salesforce jira

With a ready-to-use AppExchange product, a decision from the technical point of view should be taken as to custom implementation of this integration after having weighed all the pros and cons. Very easy configuration and no coding at all are the main advantages of AppExchange. But if there are a lot of special requirements involving objectsand fields created on purpose, then the custom approach will do a better job for you. Moreover, not all businesses are prepared to bear expenses related to the purchase of AppExchange licenses which need to be prolonged every year, which is not the case if you have the customized REST API. A right solution can only be found through taking into consideration its required functionality for a business.

JIRA Add-ons – needed or not?

Many JIRA add-ons that ensure integration to Salesforce are available for buying. Being JIRA’s own products, they have to be set up and adjusted at this platform, though they are quite user-friendly because require just a bit of configuration and no Apex development at all. Like with the AppExchange licenses, these add-ons are fee-based and can be acquired depending on specific business purposes and a JIRA administrator’s level of involvement in the decision making process.