> For the complete documentation index, see [llms.txt](https://docs.zigiwave.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigiwave.com/integration-guides/jira-salesforce-integration-guide.md). # Jira Salesforce Integration Guide This guide explains how to configure a bi-directional integration between Jira and Salesforce using ZigiOps. It covers adding system instances, selecting entity pairs, configuring correlation, building field mappings, applying filters, and testing the workflow. No scripting or coding is required at any stage. For a full overview of the sync capabilities between the two platforms, see the [Jira and Salesforce integration page](https://www.zigiwave.com/integrations/jira-integration-with-salesforce) on the ZigiWave website. ### Overview The Jira-Salesforce integration synchronizes records between your CRM platform (Salesforce) and your project tracking tool (Jira) automatically. When a record is created or updated in one system, ZigiOps reflects the change in the other system based on the workflow configuration. {% embed url="" %} **Most common supported entity pairs:** | Salesforce Entity | Jira Entity | Sync Direction | | ----------------- | ------------------------ | ---------------------- | | Case | Issue / Task | Bi-directional | | Case | Bug | Bi-directional | | Lead | Task | Salesforce to Jira | | Opportunity | Task | Configurable | | Custom Object | Task / Issue | Configurable | | Case Comment | Comment | Configurable | | Attachment | Attachment | Configurable | | Priority | Priority | Mapped with conditions | | Status | Status (text transition) | Mapped with conditions | > **Note:** ZigiOps supports all standard and custom Salesforce objects. Contact support for entities not listed above or for more complex use cases: . ### Prerequisites Before configuring this integration, confirm that the following requirements are met: * **ZigiOps instance:** installed and running. See the Installation guide. * **Jira:** a dedicated integration user account with API token access and project-level permissions. * **Salesforce:** an administrator account, or a user account with "Modify All Data" permission and API access enabled. The account must have access to all objects and fields included in the integration. * **Salesforce Connected App:** a Connected App must be configured in Salesforce to obtain the Client ID and Client Secret required for OAuth authentication. See the [Salesforce system instance section](#add-a-salesforce-system-instance) below. * **Custom fields:** correlation fields must exist in both systems before configuring the workflow. See the [Correlation section](#step-4-configure-correlation) below. * **Attachment sync (optional):** Salesforce does not update the `lastmodifieddate` field when an attachment is added to a record. If attachment synchronization is required, a mechanism that updates `lastmodifieddate` on attachment creation must be implemented on the Salesforce side. * **License:** the ZigiOps license must include the Jira-Salesforce system pair. {% stepper %} {% step %} ### Add System Instances A system instance defines the connection between ZigiOps and a specific Jira or Salesforce environment. You must add one instance for each system before configuring a workflow. #### Add a Salesforce System Instance Salesforce uses OAuth 2.0 authentication. Before adding the system instance in ZigiOps, retrieve the Client ID and Client Secret from your Salesforce Connected App. **How to Find Your Client ID and Client Secret in Salesforce** 1. Log into your Salesforce instance. 2. Navigate to **Settings** > **Setup** > **Apps** > **App Manager**. 3. Click the **View** button for the desired Connected App. 4. The **Client ID** and **Client Secret** are displayed in the Manage Application menu. **Add the Salesforce system instance in ZigiOps:** 1. Log into your ZigiOps instance. 2. Navigate to **Connected Systems** > **Add New System** > **Salesforce**. 3. Enter the following connection parameters: * **URL:** the base URL of your Salesforce instance (for example, `https://example.lightning.force.com`). * **Username:** the Salesforce integration user account. * **Password:** the password for the integration user. * **Client ID:** the Client ID from your Salesforce Connected App. * **Client Secret:** the Client Secret from your Salesforce Connected App. * **Proxy Settings:** configure if your environment requires routing traffic through a proxy. 4. Click **Save**. 5. Click **Test Connection** to verify that ZigiOps can reach the Salesforce API. If the test succeeds, available objects and fields are downloaded automatically.

ZigiOps UI - Adding Salesforce as a Connected System.

#### Add a Jira System Instance 1. Log into your ZigiOps instance. 2. Navigate to **Connected Systems** > **Add New System** > **Jira**. 3. Enter the following connection parameters: * **Server URL:** the base URL of your Jira environment (for example, `https://yourcompany.atlassian.net`). * **Username:** the Jira user account ZigiOps will use for API calls. * **API Token:** generated in your Atlassian account settings under Security > API tokens. * **Project Key:** scopes the integration to the correct Jira project. * **Proxy Settings:** configure if your environment requires routing traffic through a proxy. 4. Click **Save**. 5. Click **Test Connection** to verify that ZigiOps can reach the Jira API. If the test succeeds, available fields and projects are downloaded automatically.

ZigiOps UI - Adding Jira as a Connected System.

> **Note:** If the Test Connection fails for either system, verify that the integration user has the required API permissions and that the instance URL does not include a trailing slash. > {% endstep %} {% step %} ### Create or Load a Workflow A workflow defines the complete configuration for your integration, including the entity pair, triggers, field mappings, filters, and correlation logic. ZigiOps provides pre-built workflow templates for the most common Jira-Salesforce use cases. A template includes pre-configured field mappings for summary, description, and priority, as well as basic correlation and trigger settings. You can load a template and adjust it to match your environment, or create a custom workflow from scratch. #### Option A: Load a Workflow Template 1. Navigate to **Configurator** > **Workflows** > **Add New Workflow**. 2. Select **Load from Template**. 3. Locate the relevant Jira-Salesforce template. Commonly used templates include: * Salesforce Cases to Jira Tasks * Jira Tasks to Salesforce Cases 4. Click **Load** and adjust the configuration as needed.

ZigiOps UI - Workflow template selection screen.

#### Option B: Create a Custom Workflow 1. Navigate to **Configurator** > **Workflows** > **Add New Workflow**. 2. Select **Custom Integration**. 3. Assign a name to the workflow and proceed to configure each section as described in the steps below. {% endstep %} {% step %} ### Select the Entity Pair The entity pair defines which record types in each system will be synchronized. Select the combination that matches your use case. | Use Case | Salesforce Entity | Jira Entity | | ------------------------------------------------- | ----------------- | ------------ | | Customer issue tracking and development alignment | Case | Issue / Task | | Bug tracking linked to customer reports | Case | Bug | | Sales-driven feature or project requests | Opportunity | Task | | Marketing or sales lead follow-up | Lead | Task | | Custom business process synchronization | Custom Object | Task / Issue | For a fully bi-directional synchronization, configure at least two actions within the workflow: one to create and update Jira records from Salesforce records, and one to update Salesforce records when Jira records change.

ZigiOps UI - Entity pair selection screen.

{% endstep %} {% step %} ### Configure Correlation Correlation is the mechanism ZigiOps uses to match existing records across systems during update cycles. It stores only unique identifiers, not business data. Without correlation, every sync cycle would create new records rather than updating existing ones. You define which field in each system stores the unique identifier of its counterpart. Common patterns are: * **Jira custom field (for example, "Salesforce Case ID"):** stores the Salesforce Case ID or object ID of the linked record. * **Salesforce field (for example, a custom field "Jira Reference"):** stores the Jira issue key (for example, `OPS-4512`). Create the required custom fields in each system **before** configuring correlation in ZigiOps. Once the fields exist, map them in the Correlation section of the workflow.

ZigiOps UI - Correlation configuration screen.

> **Note:** ZigiOps supports one-to-one correlation by default. Each Jira record maps to exactly one Salesforce record. This prevents duplicate creation even if an event is processed more than once. > {% endstep %} {% step %} ### Configure Field Mappings Field mappings define which fields are synchronized between the two systems and how their values are transformed. Mappings are configured separately for each action direction.

ZigiOps UI - Field Mapping table.

#### Minimum Required Field Mappings | Salesforce Field | Jira Field | Notes | | ---------------- | ---------------------------------- | ------------------------------------------------------------------------- | | `Subject` | `summary` | Direct text mapping | | `Description` | `description` | Direct text mapping | | `Priority` | `priority` | Requires conditional mapping if label names differ | | `Status` | `status` (text transition) | Requires conditional mapping with Jira transition IDs | | `Case Comment` | `comment.body` | Configure via Related Records. Apply author filter to prevent echo loops. | | `OwnerId` | `assignee` | Map based on team structure | | `Id` (Case ID) | Custom field: Salesforce Case ID | Used for correlation. Not displayed to end users. | | `CaseNumber` | Custom field: Salesforce Reference | Human-readable cross-reference | #### Status Mapping Salesforce Cases use a text-based Status field with values that are configurable per organization. Jira uses a Status field governed by workflow transitions. These must be mapped conditionally, not as a direct value copy. | Salesforce Case Status | Jira Status | Notes | | ---------------------- | ----------------- | -------------------------------------------------------------------- | | New | To Do | Direct mapping | | Working | In Progress | Direct mapping | | Escalated | In Progress | Map to an Escalated status in Jira if available | | On Hold | On Hold / Blocked | Map to custom Jira status if available | | Closed | Done | Terminal state. Verify any required Jira resolution fields are sent. | > **Note:** Salesforce status values are configurable per organization and may differ from the defaults above. Verify the exact status labels used in your Salesforce instance before configuring these mappings. When mapping Salesforce Closed to Jira Done, use the Jira transition ID rather than setting the status field directly to ensure workflow validators and required fields are respected.

ZigiOps UI - Status conditional mapping.

#### Priority Mapping Salesforce uses a text-based priority field (High, Medium, Low). Jira also uses text-based priorities, but label names may vary between instances. Map values conditionally to ensure business impact is accurately represented. | Salesforce Priority | Jira Priority | Notes | | ------------------- | ------------- | -------------------------- | | High | High | Direct conditional mapping | | Medium | Medium | Direct conditional mapping | | Low | Low | Direct conditional mapping | > **Note:** Verify the exact priority label names used in your Jira instance before configuring these mappings. Label names vary between Jira Cloud and Jira Data Center, and may differ per project. If your Jira instance includes a "Highest" priority level, map Salesforce High cases that are also marked Urgent or Critical to that value using a conditional mapping. #### Comment Synchronization Salesforce uses Case Comments for customer-facing and internal communication. Jira uses Comments. Syncing all Salesforce Case Comments to Jira without filtering may expose customer-visible notes to internal development teams, or vice versa. Recommended comment mapping: * **Salesforce Case Comment to Jira Comment:** sync only comments relevant to the development team. * **Jira Comment to Salesforce Case Comment:** map developer updates back as Case Comments to keep customer-facing teams informed. * **Author filter:** exclude comments authored by the integration user to prevent echo loops. * **Last Time expression:** use `{lasttimecomment}` to collect only comments created after the last successful run. Configure comment synchronization via the Related Records section of the field mapping configuration in ZigiOps. {% endstep %} {% step %} ### Configure Triggers Triggers define when ZigiOps collects data from the source system. ZigiOps supports two trigger types, which can be used together for the most reliable coverage. | Trigger Type | Mechanism | Recommended Use | | ------------ | ---------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------- | | Poller | ZigiOps queries the source system API on a configurable schedule (default: every 1 minute). | SLA monitoring, controlled sync cycles, systems without webhook support | | Web Listener | ZigiOps registers an HTTP endpoint and waits for the source system to push data via webhook. Activated when the action is enabled. | Real-time status updates, case creation alerts, near-instant synchronization | Using both trigger types in combination is the recommended approach for production deployments. The Poller provides complete coverage; the Web Listener reduces latency for time-critical events.

ZigiOps UI - Trigger configuration.

{% endstep %} {% step %} ### Add Filters and Conditions Filters control which records are collected and when. Without proper filtering, the integration may process records that should be excluded or miss records that need to be synced. Common filter configurations for Jira-Salesforce workflows: * **Last Time expression:** collect only records created or updated since the previous run. Use the `{lasttime}` expression in the filter condition. * **Environment scope:** exclude records from sandbox or test Salesforce environments. * **Priority threshold:** sync High priority cases in real time; batch-sync lower priorities. * **Author exclusion:** filter out Case Comments authored by the integration user to prevent duplicate comment loops. * **Record type scope:** restrict collection to specific Salesforce record types or case origins (for example, only sync cases where Origin = Web or Email). ZigiOps supports AND and OR logic, with operators including: is, is not, is one of, is not one of, is empty, is not empty, contains, does not contain, less than, greater than, and equals. Conditions can be applied to any field available from the connected system.

ZigiOps UI - Filter and Condition Builder.

{% endstep %} {% step %} ### Use Expressions for Data Transformation (Optional) Expressions apply transformations to field values after data is collected from the source and before it is delivered to the target. They are configured in the Source and Target tabs of the workflow action and do not require any scripting.

ZigiOps UI - Expression configuration.

| Expression | What It Does | Jira-Salesforce Example | | ----------------------------- | ---------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ | | Date and Time Format | Converts epoch timestamps to a human-readable string | Convert Salesforce `CreatedDate` to a readable format for a Jira custom field | | First N Characters | Extracts the first N characters of a field value | Truncate long Salesforce case descriptions to fit Jira's 255-character summary limit | | Pattern (RegEx) | Extracts a value matching a regular expression. Group 1 is returned if a capturing group is defined. | Extract a product version or error code from a Salesforce case subject line | | Replace Text | Replaces a specific substring with another value | Replace internal account codes with product names before syncing to Jira | | Replace Pattern (RegEx) | Replaces all matches of a RegEx pattern | Mask customer account numbers before syncing case descriptions | | Build Array | Combines multiple values into a comma-separated array | Aggregate multiple Salesforce case tags into a Jira label array | | Last Time | Stores the timestamp of the last successful run; auto-increments on each execution | Collect only records updated after `{lasttime}` to prevent duplication | | To Lower Case / To Upper Case | Normalizes text casing | Align status or category values that differ only in casing between systems | | {% endstep %} | | | {% step %} ### Test and Activate the Workflow Before activating the workflow in production, test each action individually using the built-in troubleshooting tools. #### Testing Tools Available in ZigiOps * **Real-time operation logs:** show every record collected, processed, and delivered. * **Payload inspector:** displays the raw data sent to and received from each system, useful for debugging field mapping issues. * **HTTP request and response data:** provides API-level details for connectivity troubleshooting. * **Error classification:** distinguishes between mapping errors, connectivity issues, and API rejections. **To activate the workflow:** 1. Run the workflow in **test mode** against a non-production record. 2. Verify that the target record is created with the correct field values. 3. Check the **Activity Log** for any errors or unexpected field values. 4. Once results are confirmed, set the workflow status to **Active**. {% endstep %} {% endstepper %}

ZigiOps Dashboard - Monitoring view.

### Advanced: Governance and Reliability The following practices apply to production deployments and regulated environments. #### Idempotency via Correlation Lookup Before any write operation, ZigiOps checks whether a correlated record already exists in the target system. If one exists, it performs an update. If none exists, it creates a new record. This two-path logic prevents duplicate records when events are reprocessed after a failure or retry. #### Retry Logic Failed operations caused by transient API errors (rate limits, maintenance windows, network interruptions) are retried automatically. ZigiOps distinguishes between transient failures (retried) and permanent failures (logged and surfaced in the Activity Log). Retries do not create duplicate records due to the correlation lookup described above. #### Governance Recommendations | Practice | Why It Matters | How ZigiOps Supports It | | ---------------------------------------- | ------------------------------------------------------------------------------ | ------------------------------------------------------------------------------- | | Define integration ownership | Someone must be accountable for mapping logic and change testing | ZigiOps provides user-level access control and admin roles | | Test changes in staging first | Untested mapping changes can silently misbehave in production | ZigiOps supports multiple environments; test before activating | | Export and version integration templates | Integration configurations should be treated like production code | Export templates and store in a version control system | | Monitor operational health continuously | Silent failures are as damaging as loud ones | ZigiOps provides dashboards with real-time error tracking and operation metrics | | Audit comment and attachment sync rules | Customer-visible notes may be exposed to internal teams if filters are missing | Use conditional mapping and author filters to enforce data classification | ### Troubleshooting | Issue | Likely Cause | Resolution | | ------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | | Fields are missing from mapping suggestions | The system schema was not refreshed after new fields were added | Navigate to Connected Systems, select the system, and click Save to re-download the schema | | Duplicate Case Comments appear in Jira | Integration user exclusion filter is missing, or `{lasttimecomment}` expression is not configured | Add a trigger condition excluding the integration user as comment author; configure the `{lasttimecomment}` filter | | Salesforce record fails to update when Jira changes | The correlation field in Salesforce is empty or not correctly mapped | Verify that the Respond Mapping writes the Jira issue key to the Salesforce correlation field after record creation | | Jira status does not update after a Salesforce status change | The mapping is setting the status field directly rather than using a Jira workflow transition ID | Replace the status field value with the correct Jira transition ID in the mapping configuration | | Attachments are not being collected from Salesforce | Salesforce does not update `lastmodifieddate` when attachments are added | Implement a Salesforce trigger or flow that updates `lastmodifieddate` on the parent record when an attachment is added | | Workflow saves but fails to activate | A mandatory configuration field is missing, or the license does not include the Jira-Salesforce pair | Review the error message in the UI; verify the license status under Admin > About | | OAuth authentication fails on Salesforce connection | Client ID or Client Secret is incorrect, or the Connected App does not have the required OAuth scopes | Verify the Connected App configuration in Salesforce and confirm that API access is enabled for the integration user | ### Related Resources * [Integration Catalog - Salesforce Jira Integrations](/integration-catalog/salesforce-jira-integration.md) * [Building Integrations - Data Mapping Fundamentals](/design-and-mappings/data-mapping-fundamentals.md) * [Building Integrations - Filters and Conditions](/design-and-mappings/filters-and-conditions.md) * [Building Integrations - Transformations and Expressions](/design-and-mappings/transformations-and-expressions.md) * [Building Integrations - Comments and Attachment Sync](/design-and-mappings/attachments-and-comments.md) * [Troubleshooting - Mapping Issues](/troubleshooting.md) * [ZigiOps System Requirements](/integration-platform/system-requirements.md) --- # Agent Instructions This documentation is published with GitBook. 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