WeDid: Salesforce, RightNow and JIRA Integration
Challenges
An organisation uses Salesforce, RightNow and JIRA for their sales, CRM and support operations. The sales team uses Salesforce to manage their Accounts whereas the support agents and developers use RightNow and JIRA to record and resolve all support requests raised by the customers. The requirement was for a solution to eliminate the need to have each team member log into different applications to re-key data such as customer details, support requests and status.
Solution:
| Purpose | Automate account and contact synchronisation from Salesforce so that customers can directly create support requests in RightNow. Automate product synchronisation from Salesforce to RightNow. Automate support requests creation within Salesforce, RightNow and JIRA. |
| Applications | salesforce.com CRM RightNow JIRA |
| Versions | Salesforce RightNow – Hosted Version Aug 09 JIRA Hosted |
| Tool | Salesforce-RightNow-JIRA RIO <Demo> |
| Information | Salesforce Contact/Account > RightNow Contact/Organisation Salesforce Product > RightNow Products RightNow Incident > Salesforce Case RightNow Incident > JIRA Issue JIRA Issue > RightNow Incident |
| Data Formats | XML |
| Volumes | < 15/day |
| Process | When a Contact/Account is created in Salesforce, it will be automatically created as Contact/Organisation in RightNow.For each new support request (incident) created in RightNow, it will be automatically created as a case in Salesforce. All updates will be reflected in the case when there are changes in the support request.
When the support request is escalated, an issue will be automatically created in JIRA and the support request will be populated with the JIRA issue key and link when it is resolved. |
| Schedule | Hourly |
| Complexity | Simple |