39 Vote

Sync Salesforce Comments/Chatter Feed Items as native Jira comments

Instead of using the Salesforce Comments tab, move the content into the native Comments tab. This would solve problems like:

1 - Notifications. If the comments are created as native, Jira will fire necessary events. Also useful for other automation purposes that listen to those events.
2 - Visibility. Salesforce Comments tab needs users to be accustomed with. With the new Jira UI, the tab is now hidden in a dropdown.

  • Yamam Ghourani
  • Aug 8 2018
  • Needs review
  • Attach files
  • gary nguyen commented
    8 Sep, 2021 03:01am

    This is the exact feature i'm looking for. Else the plugin is so limited. Here is our usecase:
    people create an Incident in SF, then they create an Incident in JIRA, we sync Summary and Description for both sides.

    • however, if user make a comment in the Incident in SF, how does the assignee in JIRA ticket know, even when he gets notification, we want to update the status of JIRA ticket and put it back to "Investigate" when the ticket in SF get commented

  • Jeff Turner commented
    1 May, 2020 08:20pm

    We have just a little bit of a different scenario but it's similar. While chatter is nice to have shared between Salesforce and Jira. We hold a lot of our case communications in email, phone, and case change event records tied to a case along with the chatter and use the activity feed to put them all in a nice timeline of events.

    While chatter is nice like I said, the most useful bits of information are actually in the emails and phone logs that show up in the feed. I'd love more than anything to have those synced as part of the running record of information. Either in the native comments section or somewhere else.

  • Jeff Turner commented
    29 Apr, 2020 12:59pm

    +1 for this feature

  • Brandon Lambert commented
    14 Apr, 2020 12:51pm
    1. Do you need the bi-directional sync? Otherwise, is static, one-time post of comment sufficient? This means, future comment edits will be posted as new comments.

    Yes, our use case, and the reason we purchased the connector, was to work Salesforce tickets out of JIRA cloud. Having the ability to make native Salesforce comments from JIRA would be extremely useful. Without it, we're wondering if this solution works for us.

    It is more important for us to create native SF comments from JIRA than vice-versa

    1. How important is it to support comment edits in Salesforce?

    Not important at all

    1. How would you prefer to mark the comments that come from Salesforce? eg. Add a notice "This comment was made in Salesforce...." in the Jira comment body.

    Salesforce comment - would suffice

    1. If this feature is implemented, would you still need the current feature? (https://docs.servicerocket.com/salesforce-jira/administrator-guide/setting-up-your-integration-in-jira/setting-up-a-connection-to-salesforce/configuring-email-notifications-to-notify-jira-users)

    Its useful but not as much as two way native commenting.

  • Chris H commented
    5 Nov, 2019 08:11am

    This feature is extremely valuable for us to make the connector successful for our users and to for it to be adopted fully.  Here are answers to the admins questions:

    1. Ideally a bi-directional sync would be best, users in Jira and users in SalesForce need the same cross platform communication power and finesse as they would have within either platform.  Otherwise the sync as a whole is less valuable and less likely to be adopted.

    2. It would certainly be nice to sync comment edits, but if this cannot be achieved initially it could be lived without.  I would then advise an edited comment is reposted.  Ultimately though the more the sync makes communications the same cross platform as within a platform with the least amount of clunk like edited comments not sync'ing the better.  

    3. I'm not to picky on marking, I would say "from SalesForce" in italics or something

    4. I don't totally see the relation, it seems this feature is to notify via email and what we're talking about here is comments/chatter in SalesForce going into a native comment area in Jira.  If this is the case then whatever Jira's email notification settings are I believe would be adhered to which would be nice.

  • Tony Langley commented
    1 Apr, 2019 11:32pm

    Another reason to do this is that this will solve making these Salesforce comments / chatter feed available in the Jira mobile app.


    The more mobile our workforce becomes, the more significant this is.

  • +23