52 Vote

Generate Salesforce.com report that shows all the associated JIRA issues

We have received multiple request from customer telling us that they would like to have a feature that would help them in generate a Salesforce.com report that would shows all the associated JIRA issue.

At the moment, the information for the associated JIRA issues can be retrieve via the VisualForce page. But it is not possible to include those information in Salesforce.com Report.

  • Victor Law
  • Jun 8 2016
  • Likely to implement
  • Attach files
  • Lindsey Hogan commented
    18 Aug 20:12

    I didn't realize this reporting was unavailable in Salesforce upon recent purchasing. It's critical for the business to report on what sorts of products are being escalated to different teams. it's also important to know which Salesforce cases DON'T have jira associations. This is ESPECIALLY important when multiple JIRA issues are associated with 1 case! it's important to see in a report why a case may still be open when different products are the root cause.
    I need to be able to report on, at a minimum which Salesforce cases have Jira issues, and have a link to those said jira issues.

  • dana Blumenfeld commented
    19 Jun 00:51

    We are looking forward for this feature as our support team uses reports in Salesforce and not in Jira

  • Melissa Focone-Ortiz commented
    28 Feb 22:26

    We could definitely use this feature. Our support teams mainly work in Salesforce, and even though they have Jira access it is inconvenient for them to switch between systems to find this.

  • Matteo Coletta commented
    November 08, 2019 13:45

    Looking forward to this feature

  • Lee Skellington-McKusick commented
    September 30, 2019 20:16

    Definitely a needed feature.

  • Bosmat Ivry commented
    September 03, 2019 06:51

    this is a critical feature, i am now looking into the connector and without this feature, I am not sure we can use this connector. it is critical for us to report our escalated  issues (escalated issues to development are represented by jira tickets)

  • Nicklas Jonsson commented
    August 09, 2019 11:05

    Fully agree with Kyle. My teams have access to Jira also but the main tool for our support is Salesforce and not being able to find which tickets that have a attached Jira (or multiple) is going to be a hassle. 

     

    Some of this may be possible to work around by mapping fields but as soon as there is more than one Jira for a support case this becomes even more tricky.

  • Azwandi Mohd Aris commented
    April 11, 2019 16:11

    Kyle, thank you for your feedback. It does seem like a pain for the Salesforce people. We are not actively working on this feature at the moment, but more research will be conducted and we might reach out to you at some point soon to help with the requirements.

    In the meantime, is it necessary to tie the report to the native Salesforce Report and Dashboard functionality? 

  • Kyle Welch commented
    April 11, 2019 13:47

    This was a disappointing discovery when implementing across our 3 Tier product support process. Support Agents and Management with access to Salesforce but not JIRA (By design for business purposes) don't have a way to run metrics or even simply identify Cases with JIRA Associations. Tier I agents are required to add several steps in their workflow to track and manage these cases. Even a simple boolean indicator would be enough as a V1.0 feature.

  • and 28 more