• We have a Salesforce-Jira synchronisation.
  • We are not using (yet) the Exalate Lightning Web Component.
  • SF Agent populate specific fields that triggers Exalate synchronisation and Jira Ticke is sync back.
  • SF Case has Jira dedicate fields populated via synchronisation, like an overview, so SF Users don't have to login to Jira.
  • SF Users get SF notification when some SF dedicated field are updated (thank to the synchronisation).
  • SF & Jira workflow are totally independent. Only information is synchronised from Jira to SF.

Current workflow is:

When needed, a SF Case gets some dedicated fields populated, that triggers Exalate's trigger that get Case's data and create a new Jira Ticket. From there, the Jira Ticket is processed and the SF Case shows key information coming from Jira (in a dedicated set of fields, eg: no overwrite of case's fields like Status, Priority, Subject, ...). When Jira Status' change (and few other fields), thank to synchronisation, the info is updated on Salesforce and a SF trigger set a notification to the SF Agent who is kept up-to-date with Jira progress.

It is a 1-1 relation, one Case creates one Ticket and Ticket's updates are reflected on the Case.

The future we're aiming to:

We want to use the "Connect" ability, so a Case (or more) can be connected to an existing Ticket.
We rely on the Exalate component in SF to achieve that. We include it in the main page of a Case, with filter so only few selected users can see it.
When Agent sees a Case that match a Ticket he already knows about, he "Connect" the Case to the Ticket.
How can we distinguish an escalation (Case to new Ticket) from a connection (Case to existing Ticket)? Any special property in Groovy script?
We still want the SF Case to show some information coming from Jira through synchronisation, but we don't want the SF notification (mainly the one that says "You created a ticket PRJ-123 based on Case XYZ"). Those notifications are managed within Salesforce via Case Triggers. What would be the condition that helps knowing the context of the relation.



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