(v1.1-en) CRM for Atlassian Cloud

Introduction

The Goldfinger Holdings Cloud (GF) CRM Application provides tighter collaboration between support teams and sales teams. The CRM Application displays CRM data in Jira issues and Jira data in Salesforce screens, sharing timely knowledge between two otherwise disparate teams, running in a multi-tenant scalable environment that can support all deployed Atlassian customers in a single Kubernetes cluster.

A typical use case is an agent using Salesforce will record a case reported by a customer. To work the case Engineering must get involved so the agent syncs the case to a JIra project. The project manager is notified of the new issue and assigns the work to an engineer. As the engineer works on the issue they may request the agent to get a log file from a customer. Instead of using email or phone to communicate with the agent the engineer will enter a comment in the Jira issue which will appear as a comment in the Salesforce case. When the agent receives the log file from the customer it's attached to the salesforce case, which is synchronized to the Jira issue for use by the engineer. As work progresses status is changed on the Jira issue which is synched to the salesforce case, and when the issue is resolved the agent is notified of the fix which can then be sent on to the end customer.

Requirements

1. User with admin access for Jira

2. User with admin access for Salesforce

3. Regular user with edit permissions for Jira

4. Service account user for Salesforce

Installation

The installation of the application is performed in three steps - install Salesforce app, install Jira, and update Salesforce authentication details.

Salesforce Installation

If you don’t have it yet, create a Salesforce Org and make sure that you have admin access. Then install the Salesforce managed package for all users which will install the necessary objects like the triggers and custom fields and screens.

Open

Salesforce Post Installation Steps

After the package has been installed perform the following post installation steps.

Click on configure for the GF CRM App:

Open

Click on the “Create Connected App” button. This screen will appear. Press the Confirm button.

Adding digital certificate in Connected app:

2. Click on Setup

3. Search for Apps

4. Scroll down to Connected Apps section and click on Edit link next to Goldfinger_Holdings connected app

5. Select Use Digital Signatures checkbox from API section

6. Click on Choose file and select the certificate named “prod_server.crt“.

7. Click on Save button

Finding client key of connected app:

For salesforce to Jira integration, we must configure a client id from connected app into Jira, please follow below steps to find Client Id:

1. Click on Setup

2. Search for apps:

3. Scroll down to Connected Apps section and click on Goldfinger_Holdings connected app name

4. Click on Manage Consumer Details button

5. It will ask you to enter verification code sent you your email address:

6. Click on Copy button next to Consumer Key, configure this consumer key in Jira

Edit the Case Page Layout:

1. Edit the page layout:
   a. Drag field “Jira Issue Key” into the layout in the position you desire it to be.
   b. Drag the “Sync Jira” custom link to page layout in the position you desire it to be.
   c. Drag the “Link to Jira“ button on the layout in the custom buttons section.

Add tabs on menu bar:

1. Click on Pencil icon from top right corner:

2. Click on Add more items button:

3 . Search for “Plum CRM“ and select the tabs, click on add button:

Providing access to user:

Admin user can provide access of our app to other user by following below steps:

1. Go to the user detail page for who we want to provide access:

2. Scroll down to Permission set Assignment section and Click on Edit Assignments button under Permission set assignments

3. Select Plum CRM Permission set and add it to Enabled permission set section

 4. Click on Save button:

Providing access to Plum CRM Authentication Settings to profiles:

We have a tab “Plum CRM Authentication Details“ which is used to configure Jira Secret Key and URL, on new installation of package by default System Administrators will have access to this tab. If you are upgrading the package from v1.84 or If you want to provide access of this tab to some other profile then please follow below steps:

Provide Access to the profile:

1. Go to Setup

2. Search Profiles in Quick find box

3. Open the profile you want to provide access to for ex. System Administrator

4. Click on Edit button and Search for “

Custom tab Settings”

1. Make Sure Plum CRM Authentication Settings tab value is set to “

Default On”.

2. Click on the Save button.

3. If you want to provide access to another profile, repeat steps 1 to 6.

Set profile name in Custom setting:

1. Go to Setup

2. Search for Custom Settings.

3. Click on Manage link next to Plum CRM Settings.

4. Click on Edit

5. Go to the Profile Names field and enter the name of the profile you want to provide access for example System Administrator.

6. Click on Save button

7. If you want to provide access to multiple profiles, then enter the comma-separated profile names.

Now all the users under that profile should have access to Plum CRM Authentication Settings tab:

Jira Installation

The next step is to install the application in Jira using its 'Manage Apps' features.

Search for the CRM application using 'Find new apps'.

In the search box enter Goldfinger and select the CRM application.

Step 3: Click on the Configure button and then enter your customer information and press “Submit Information”.

Step 4: Scroll down to the “App' section and enter your credentials to use for the synchronization of data.

Set API Key in Salesforce

Once you install and configure Jira, “Getting Started“ tab, at the bottom you will find the API key which we need to configure into Salesforce:

Step 1: Copy the API Key from Jira configure scree:

Step 2: Go to Salesforce and open “Plum CRM Authentication Settings.

Step 3: Enter the copied API key into “Jira Api secret“ field and Enter Jira Gateway Server as “https://crm.goldfingerholdings.onl

Setup trigger on Custom object

To sync a custom object with Jira we have to set up a trigger on the custom object, please follow the below steps to setup the trigger:

Step 1: Open Developer Console

Step 2:  Go to File => New => Apex Trigger

Step 3: Enter any name for the trigger and select the name of custom object you want to sync:

Step 4: Copy and paste the below code inside your trigger and save it.

  GHPC.ProcessCustomObject pc = new GHPC.ProcessCustomObject();

    pc.sObjectList = trigger.isDelete?trigger.old:trigger.new;

    database.executeBatch(pc,10);

Note: By default, the trigger will work on “after insert” event,  to make trigger work on the Update event just add “after update” keyword for ex:

trigger SyncCustomObjWithJira on GHPC__GFH_Options__c (after insert,after update) {