Salesforce <-> Jira Service Management

Bidirectional synchronisation of cases and issues between Salesforce and Jira Service Management so support and engineering always stay aligned.

Support teams and engineering teams often work in separate platforms, creating gaps in visibility and requiring manual duplication of information. This integration pack bridges Salesforce and Jira Service Management via IntelliPaaS so that every new case created in Salesforce automatically generates a matching Jira issue with the same subject, description and priority. From that point on, the synchronisation runs in both directions. Status and priority changes made in Salesforce are instantly reflected in Jira and changes made in Jira flow back to Salesforce automatically, with field values mapped correctly between the two systems. Both teams always work from the same accurate and up-to-date information.

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See Bidirectional Case and Issue Sync in Action

Watch how IntelliPaaS creates a Jira issue from a Salesforce case and keeps status and priority changes synchronised in both directions throughout the lifecycle.

Why Deploy This Use Case

A new high-priority case is created in Salesforce with a subject and description, and IntelliPaaS automatically creates a matching Jira issue with the same details and priority
The Salesforce case status is updated to working and IntelliPaaS immediately reflects this in Jira as an in-progress status
The Jira issue is moved to done and the priority changed from high to low, which IntelliPaaS syncs back to Salesforce updating the status to escalated and the priority to low based on the configured field mapping

Use Case Highlights

Automatic issue creation

Every new Salesforce case instantly generates a matching Jira issue with subject, description and priority accurately mapped.

Bidirectional status sync

Status changes in either platform are automatically reflected in the other so both teams always see the current state.

Priority synchronisation

Priority changes in Jira flow back to Salesforce automatically so cases are always correctly ranked in both systems.

Configurable field mapping

Status values are mapped between Salesforce and Jira workflows so transitions translate correctly across both platforms.

Eliminated manual duplication

Support and engineering teams stop rekeying the same information across two separate systems.

Aligned support and engineering

Both teams work from a single consistent view of every case and issue from creation through to resolution.

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