CRM for Atlassian Cloud

Plum-CRM Installation and User Guide

Introduction

The Plum-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.

1. Requirements

2. User with admin access for Jira

3. User with admin access for Salesforce

4. Jira user with permissions to read, update, and delete issues Jira issues (including comments, attachments, and issue links).

Installation

The installation of the application is performed in three steps.

Step 1: 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.

Salesforce Post Installation Steps

After the package has been installed click on configure for the GF CRM App:

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

Step 1a: Adding digital certificate in Connected app

1. Click on Setup

2. Search for Apps

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

4. Select Use Digital Signatures checkbox from API section

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

The crt file can be downloaded from the Getting Started tab on the Jira configuration screen by clicking on the “Public Key” link.

6. Click on Save button to save the certificate.

Step 1b: Finding the client key

1. Search for App Manager in the setup search box

2. Select view on Goldfinger_Holdings

3. Click on Manage Consumer Details

4. After authentication this will display the consumer key that is needed on the Jira configuration “Getting Started” tab.

Step 1c: Allowing oauth access

1. Go to the service account profile

2. Search for Goldfinger_Holdings

3. Ensure the checkbox is selected and press save

Step 1d: 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.

Step 1e: Add tabs on menu bar

There are two panels the administrator can use to manage the settings for the Plum-CRM.

The Authentication Settings panel is used to configure the callback credential settings. These settings are used to push changes in Salesforce to Jira.

The Jira Api field must be set using the value from the below Jira configuration screen.

The Jira Gateway Server must be set to “https://crm.goldfingerholdings.onl".

The Plum-CRM Configuration Panel is used to set the automatic triggers that send modified data to Jira. Also a where clause can be entered to limit the Case records that are sent to Jira.

The steps to add these panels to your layout are:

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:

Step 1e: Add permission set to all users

Read only access must be added (via a permission set) to all users so their synchronization to Jira will work. The Admin user must provide access to our application settings to profiles or users by the following 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 edit access to Plum CRM Authentication Settings to profiles (optional step)

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 want to provide access of this tab to some other profile other than an administrator 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”

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

Default On”.

6. Click on the Save button.

7. 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 ex. 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:

Salesforce Installation Checklist

Before proceeding be sure you followed these steps:

• Install the package for all users

• Configure the package

• Install the digital certificate

• Record the consumer key for the Jira installer

• Add the fields and buttons and links to the Case layout

• Add the permission set to all users

• Grant the service account access to the application

Step 2: Jira Installation

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

Step 1: Search for the CRM application using 'Find new apps'.

Step 2: 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 the Jira configuration screen:

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

We also have a 'staging environment where you can test out the latest features. If you would like to try this create a support ticket at https://goldfingerholdings.atlassian.net/servicedesk/customer/portal/27

On-premise Migration

Have you been using our CRM plugin on your Jira server? You can use the migration feature from Atlassian to migrate your Jira data from an on-premise Jira server to Jira cloud. Their is a also feature in the new Cloud CRM plugin to convert your existing data to Jira cloud.

There are two areas of CRM data migration when moving to Jira cloud. The first are your configuration settings - configuration of your records (e.g. Salesforce Cases to Jira bugs), configuration of your field mappings, and settings for comment and attachment configuration. The second is the conversion of your Salesforce data as shown in Jira such as Case, Account, and Contact information in your Jira issues and associated links to Salesforce records.

1. Migrate your Jira data to the cloud instance.

2. Install the Jira Cloud CRM plugin using the installation steps above.

3. Enter your customer information in Jira and press Submit

4. 

   Enter your Salesforce credentials as described above and press Validate. Once the validate credentials completes successful leave this window open.
   

   

5. Now it’s decision time! You can install your record and field map settings settings using your on-premise configuration (in step 6). If you have already entered your record and field settings using the “Record Setup” and “Field Mapping” tabs you can continue to step 7 to migrate your record links.

6. If you want to automatically migrate your record and field settings from your on-premise property settings follow these steps:

a. Once “Validate Credentials” is successful press the Migrate button.

b. Enter the property settings you exported from your on-premise configurations screen and press Submit. This will install your on-premise record and field mappings. This will override any existing record and field settings.

7. Once your record and field mappings are set you can convert your existing Jira/Salesforce record links to the new Cloud format (using Jira remote issue links).

a. This migration assumes your Salesforce records contain the Jira issue key. This value in each Salesforce record will be used to create the above remote issue links in each of your Jira cloud issues).

Your issue key stored in Salesforce could be a complete url (as above), or it could be just the issue key (e.g. SF-176).

b. Ensure your record map correctly specifies the field in Jira that contains the issue key.

c. Go to the advanced options tab and scroll down to the Migration section.

d. Select the Jira projects to migrate. We suggest you start out with a small project, and enable the , “Run as test” option. Press Submit and the response will show you how many records it will migrate.

e. Note you can add a project to the migration by selecting a project from the list. This will add the project to the box below. To delete the project from the box select the checkbox and press delete.

f. Likewise you can add a record type to a project. Click on a project in the box, and then select a record type in the select list. You can also delete a record type from the box using the same instructions as you did for the project.

g. Note that when migrating a project it can take some time above (2-5 seconds per migrated record).

Users Instructions

As discussed above in the Introduction there are two primary use cases - create a Case in Salesforce and sync the Case to Jira as a Bug, or create a Bug in Jira and sync the Bug to Salesforce creating a new Case.

Create a Salesforce Case from Jira

For example when you create a Bug in Jira it is automatically synchronized to Salesforce, and the Jira issue now contains a link to the Salesforce Case.

You can also click on “Open CRM Details” to see additional functions.

The “Resync Jira Issue” will sync the issue to Salesforce again (maybe the previous sync failed).

The “Link To CRM” allow you to lookup a record in Salesforce and link it to the Jira issue. The record could be a Case, Account, Contact, or any other type. Configuring a new record type on the “Record Setup” configuration screen will add that record type to this select list.

The “Linked Records” section will show all the Salesforce record linked to this issue. The format of the data displayed can be configured in the “Record Setup” configuration screen

The following illustrates the result of linking an Account to the Jira Issue.

Create a Jira Issue from a Salesforce Case

A Salesforce user can also create a Jira issue by first creating a case in Salesforce. This will then create an issue in Jira - a clone of the Salesforce case. The Case can be synched to Jira automatically using a Case trigger, or manually by pressing the “Sync Jira” link.

Searching for issues in Jira

A Jira user might want to find all the Jira tickets linked to a specific Salesforce case, to a specific Salesforce contact, or a specific Salesforce account. This can be accomplished using the following jql queries:

Advanced Configuration Options

The CRM Application has many configuration options though the defaults were carefully chosen to ease the initial setup. This section describes the various configuration options.

Getting Started Options

Record Setup

Field Mapping Options

The Field Mapping configuration shows the fields that will be f.

Clicking on any Jira field (e.g. Summary) will display the edit screen where the desired fields to map can be selected.

Field Mapping Advanced Options

Field Mapping Value Translation

Field values can be mapped to different values.

Frequently Asked Questions

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) {