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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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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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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are migrated to a new Salesforce Organization, these record ids change and all the link data used by the plugin is no longer valid.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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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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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 instance, and by telephone or screen-share meetings when needed. The cost is listed below.
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