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General Assistance

  1. I just updated to Version 8.x of the CRM Plugin, is my license still valid?
  2. Can I enter my old Goldfinger Holdings license with the latest version of the plugin?
  3. Are all features of the plugin available when using an evaluation license key?
  4. Do you perform customizations if required?
  5. Help! I've run into a problem and can't seem to find a solution. What should I do?
  6. I want to be notified of any CRM Plugin updates, upgrades, or news. What's the best way to do this?
  7. What type of security is built into the CRM Plugin?

Installation

  1. What versions of Jira and CRM systems work with the CRM Plugin?
  2. What setup is required in my CRM system?
  3. I want to install the CRM Plugin in our Salesforce sandbox environment so we can thoroughly test it before moving it to production. How do I do this?
  4. Does each CRM user need to have a Jira user account?
  5. What permissions does the CRM Account used by the plugin need?
  6. Our Jira instance is located on our intranet and is not publicly accessible - Can we still use the CRM Plugin?
  7. How do I upgrade to the latest release of the plugin?
  8. What's the best way for me to upgrade the plugin when I upgrade Jira?
  9. Will I lose any plugin configuration settings when I upgrade?
  10. Is there a way to backup or copy the plugin configuration settings to another Jira server?
  11. After installing or upgrading the plugin I get an error message that says "java.lang.IllegalStateException: The bundle is uninstalled"?
  12. After installing or upgrading the plugin I get an error message that says "java.lang.UnsupportedClassVersionError: com/go2group/jira/crm/config/PluginProperties : Unsupported major.minor version 51.0"
  13. Can I keep users from linking a Jira issue to more than one CRM record?

Usage

  1. How does data get copied between Jira and CRM?
  2. When I edit a Jira issue why don't I see the plugin fields for the CRM Account, Contact or Case?
  3. When a new Jira issue is created from a CRM record, which Jira project is used?
  4. When the plugin prompts the CRM user for the project in which a new issue is to be created, can I restrict the list of projects and issue types displayed?
  5. How do I set Jira fields from CRM?
  6. Can I use the custom CRM fields for reports / searches within Jira?
  7. Is it possible to only synchronize certain Projects within Jira and leave the others untouched (un-synchronized)?
  8. Is it possible to restrict which types of records in CRM are synchronized with Jira?
  9. Can I link more than one Jira Issue to a Single Salesforce Case?
  10. How do I make a field in Salesforce that hyperlinks to the linked issue in Jira?
  11. How are values in Jira Multi Select and Cascading Select fields sync'ed with CRM?
  12. How do I use the Jira REST API to set values in the plugin's CRM fields?
  13. How are Usernames matched between Jira and CRM?
  14. Can I sync data between Jira issues and any object in CRM?
  15. How can I make the reporter of a Jira issue the CRM user who clicked the "Create/Update Jira" button?'
  16. When CRM data is used to update Jira, how do I control which Jira user is used in the change history as the user making the change?
  17. How do I control the author in Jira of comments copied from CRM?
  18. For SugarCRM can I sync issues with Cases instead of Bugs?
  19. Which types of Jira custom fields can I sync with CRM?
  20. What about the API limits imposed by Salesforce?
  21. Why does the Cron Service fail to copy some Salesforce Files to Jira?
  22. What happens if my company copies our Salesforce records to a new Salesforce organization?
  23. Clicking the custom button in CRM to create a new Jira issue throws the error No CRM 'Case' record could be found that matched id: '5002M00001fBV6uQAG'

Procurement

  1. How much does the CRM Plugin cost?
  2. Is there an End User License I need to agree to before using the CRM Plugin?
  3. Is the EULA based per instance, or per user?
  4. How can I purchase the CRM Plugin?
  5. If for some reason I am not satisfied with the CRM Plugin, can I apply for a refund?


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12. After installing or upgrading the plugin I get an error message that says "java.lang.UnsupportedClassVersionError: com/go2group/jira/crm/config/PluginProperties : Unsupported major.minor version 51.0"

This message means you are using an older version of Java than required by Jira and the CRM plugin.  See https://confluence.atlassian.com/display/JIRA/Supported+Platforms.  You can see the current version of Java used by Jira by going to your Jira admin screen: System -> System Info and look at the value displayed for Java Version.  Updating the version of Java you are using will resolve this problem.

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13. Can I keep users from linking a Jira issue to more than one CRM record?

Yes.  In Jira, go to the plugin's "CRM Record Definitions" configuration screen. Edit the "case" settings, look in the User Interface Settings section for a setting labeled "Multiple CRM Linking". Uncheck this setting and save the change.

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Usage

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1. How does data get copied between Jira and CRM?

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  1. In Jira, on the plugin's "Initial Setup" administration screen, ensure the "CRM Custom Fields Case" field name is set to blank (this is really the Jira field name to be used for Bug records)
  2. On the plugin's "CRM Record Definitions" administration screen, edit the "case" definition and set it to use a Jira custom field, for example "Sugar Cases".  You'll probably need to select "New Custom Field..." here unless you already have a CRM Record Id field to use.
  3. Edit the plugin's Jira/CRM Field Mappings to map the Jira fields to SugarCRM case fields. You can use the "Select" link next to the "Fields" field to popup a dialog that will let you browse all the available SugarCRM objects and their fields, including any user defined fields.
  4. In Jira when creating or editing an Issue, use the custom field for the CRM object to either search for and link to an existing record or create a new CRM record. If you are using SugarCRM Cases instead of Bugs, hide the Bugs field on your Jira screens and use the custom field you created for Cases in its place.

When creating custom buttons on the SugarCRM detail screen as described in Using custom buttons in SugarCRM to interface with Jira, the URL used for non-Bug records should be in the following format. The key difference is that the CRM record ID is prefixed by the object name (in this example "Cases").

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https://JIRA-HOST/plugins/servlet/create-issue?crmtoken=TOKEN&id=Cases:{$fields.id.value}


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19. Which types of

JIRA

Jira custom fields can I sync with CRM?

JIRA Jira custom fields of the types listed below can be copied to or receive values from CRM fields.  Other field types that contain text values will often copy from JIRA Jira to CRM and may work when values are copied from CRM to JIRAJira.  Contact Goldfinger Holdings if you require support for a field type not listed here.

  • Checkboxes
  • Date Picker
  • Date Time Picker
  • Epic Link (JIRA Jira Agile)
  • Labels
  • Number Field
  • Multi Level Cascading Select *
  • Organizations  (JIRA Jira Service Desk)
  • Project Picker
  • Radio Buttons
  • ReadOnly Select List

  • Select List (cascading)*

  • Select List (multiple choices) *
  • Select List (single choice) *
  • Text Field (multi-line)
  • Text Field (single line)
  • Text Field (read only)
  • URL Field
  • User Picker (multiple users)
  • User Picker (single user)
  • Version Picker (multiple versions)
  • Version Picker (single version)
  • CRM Record Field
  • CRM Contact's Email Field
  • Deviniti [Dynamic Forms] - Dynamic Cascading Select

*When a value being copied from CRM isn't already defined in JIRA Jira as an option for the JIRA Jira field, the plugin automatically adds the new value to the fields options list.

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 22. What happens if my company copies our Salesforce records to a new Salesforce organization?

The CRM Plugin stores Salesforce record Ids in the Jira database (specifically as values for the plugin's custom fields, Account, Contact, Case, etc.).  When Salesforce records are migrated to a new Salesforce Organization, these record ids change and all the link data used by the plugin is no longer valid.

To restore the link data, the Jira database has to be modified to replace each old Salesforce record id with whatever its new record id is after the migration.  One way to do this is to create a list of all the old CRM record ids and their new ids, this list is then "fed" to some process that would update the Jira database.  One way to obtain this list of ids is, prior to migration, create a new custom field in the Salesforce records being migrated and copy the Salesforce field "id" to this custom field, now after the migration, the new records will have the new record id in the "id" field and the old record id in the custom field.  Alternatively, one could create a mapping of old ids to another unique value, for example Case Number for Cases would work, and then use this mapping to go from the old record id to the Case Number and from Case Number to the new record id.  I'm sure there are other ways to build this list.  Once you have such a list you then need to pick a way to update the Jira database, my preference would be to use a SQL client program connecting to whatever database is used with Jira and executing a SQL script (i.e. a list of SQL Update commands) that would update the table that holds the Jira custom field values.

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 23. Clicking the custom button in CRM to create a new Jira issue throws the error No CRM 'Case' record could be found that matched id: '5002M00001fBV6uQAG'

Most likely you are sending the Case Id for a Case in one CRM system to a Jira server that is configured to connect to a different CRM system.  For example, you may have the custom button in your test Salesforce system pointing at your production Jira system or vice versa.

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Although not as likely, there is one other possible cause of your error message and that is that the CRM Username you are using on the plugin's "Initial Setup" screen does not have permission in Salesforce to read the CRM record being synced to Jira.

 

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Procurement

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1. How much does the CRM Plugin cost?

The CRM Plugin is priced per year and the license agreement includes 12 months of support and maintenance. Maintenance includes upgrades and updates, and support is provided through email, our customer-focused JIRA Jira instance , and by telephone or screen-share meetings when needed. The cost is listed below.

  • $3,200 per Salesforce or SugarCRM system when using JIRA Jira Server
  • $4,800 per Salesforce or SugarCRM system when using JIRA Jira Data Center
  • $4,500 per Dynamics CRM system when using JIRA Jira Server
  • $5,800 per Dynamics CRM system when using JIRA Jira Data Center

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2. Is there an End User License I need to agree to before using the CRM Plugin?

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We structured the EULA to be as simple as possible for our customers. The license allows our customers to install and use the CRM Plugin between one (1) instance of JIRA Jira and one (1) instance of your CRM system, irrespective of the number of users.

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