14 Vote

Search salesforce object using the Record ID (Case ID, Account ID)

At the moment the search doesnt work with record IDs. Only text. We can search using the case number, subject but not the Record ID.

This is important since we use the Record ID to associate a new record with Jira.

  • Aaron Pavez
  • Jul 14 2022
  • Needs review
Hosting platform Cloud
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  • Kent Chiu commented
    14 Jul, 2022 04:48pm

    This is considered a defect since it should be able to search for the case id per the configuration requirement in setting up the connector.

    We have been using Salesforce Case ID for reference since we started using ServiceRocket Classic. We preserved this field in JIRA issue for histotical reference to do the association with Salesforce ticket. Salesforce always refers to the Case ID as the most reliable source for the ticket.

    This defect has impacting our production operation because they are no longer be able to do an association using the Case ID. They have to go to Salesforce, search the ticket using the Case ID and locate the ticket number. This causes an unneccessary steps for the user.

    Please fix this ASAP.

  • +8