30 Vote

2 Salesforce connections can escalate to same issue type on one JIRA instance


We currently encounter one issue.

We have 2 Salesforce instance which are for different customer types. Then both the Salesforce instance need to escalate case to same issue type in one JIRA instance. Now seems it is unachievable when we contact support.

Salesforce Connection A -> Mapping Scheme A -> Mapping A -> Issue Type A

Salesforce Connection B -> Mapping Scheme B -> Mapping B -> Issue Type A


We would like ServiceRocket team can implement such feature enhancement.

Different connections can escalate same issue type in one JIRA instance.

  • Jing Gao
  • Dec 18 2018
  • Will not implement
  • Nov 19, 2019

    Admin response

    Thank you for raising/upvoting and commenting on this idea. Our team has analyzed this idea and since this idea is not in align with our roadmap we will proceed and mark it as "Will not implement".

    This will introduce a lot of complexity and possibility of compromising data integrity since our app won't be able to differentiate the unique association between Issue types and Object types.

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