Tag Archives: JIRA

WhippleHill uses cloud integration to automate the sync of information between Netsuite and JIRA


Running NetSuite for support and JIRA for development meant there was no connection between Issues in both systems. Product Owners,
Developers, QA Testers, and managers had to check the two separate systems to see the whole picture, often hourly. JIRA users could not see the NetSuite issues on their project boards so they never had a clear picture of everything on their plate. Agile product owners could not size their sprints well because the time-boxed NetSuite work was not accounted for in the sprints. An integrated solution was needed so that the support sta could see this information in Netsuite and development could continue working with JIRA.


A solution was built on the Dell Boomi integration platform. All development and management of the Atom is performed in the cloud and no additional software is required to be installed on-premise. Utilizing Boomi’s NetSuite and JIRA Connectors, WhippleHill’s Netsuite and JIRA issues are able to synchronize seamlessly

Read more on the PDF linked below.


Wedid: Parature and JIRA Integration


The Support team uses Parature and the Development team uses JIRA. Currently when the Support team escalates to the Dev team they need to create the JIRA issues manually. Updates to the support cases are not visible to the development team. Developers have limited visibility to the number of support cases for a specific bug. An integrated solution is required to enable visibility and linking of Support Cases and JIRA issues.



Purpose Automate issue creation from Parature to JIRA
Automate issue linking process between Parature and JIRA. A case may be caused by a new bug or an existing bug in JIRA
Automate information updates between Parature and JIRA.
Applications Parature
Versions Parature
JIRA Hosted
Tool Parature-JIRA RIO: Boomi JIRA Connector, Boomi Parature Connector.
Information Parature Case > JIRA Issue
JIRA Issue Linking > Parature Case
Parature Case > JIRA Issue – Case Count
JIRA updated information > Parature Case
Data Formats XML
Volumes < 100/day
Process When a bug is confirmed, the Support Engineer searches for an existing bug in JIRA.If an existing bug is found, the Case and Issue are linked.

If there is no existing bug/Issue, a new Issue will be created in JIRA and linked with the Parature Case.

Inside a JIRA Issue, the developer can see how many cases are affected by this bug and prioritise accordingly.

Schedule Hourly
Complexity Moderate


Wedid: Netsuite and JIRA Integration


The Support team uses Netsuite for customer Issues and the engineering team uses JIRA to keep track of product defects. When an Issue is created in Netsuite, the developer needs to manually create the Issue in JIRA. The developers are required to manually maintain issues in both systems. This is not productive and it’s prone to human error.



Purpose Automate the issue linking process between Netsuite issue and JIRA issue
Automate information update in both Netsuite and JIRA
Applications Netsuite
Versions Netsuite
JIRA 4.0
Tool Netsuite-JIRA RIO € Boomi Netsuite Connector, Boomi JIRA Connector
Information Netsuite Issue > JIRA Issue
Netsuite Issue updates > JIRA Issue updates
JIRA Issue updates > Netsuite Issue updates
Data Formats XML
Volumes < 30/day
Process When an Issue is created in Netsuite, it will be automatically created in JIRA.When an Issue is updated in Netsuite, updates are synchronised to the JIRA Issue.

When an Issue is updated in JIRA, updates are synchronised to the Netsuite Issue.

Schedule 30 minutes
Complexity Simple


Wedid: Salesforce, RightNow and JIRA Integration


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.



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
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


Integration Tip: Synchronize Picklist Value Part 1

Different system has different way to manage the picklist values. For integration, it is important to understand how the picklist values are represented in API.

Here are some of the types of picklist values can be appeared as:

1. Value is represented by same value as front-end

For example in Salesforce, the “Ownership” picklist field in Account object:-

Uses the same label value via API as well:-

<select id="acc14" name="acc14" tabindex="13">
	<option value="">--None--</option>
	<option value="Public">Public</option>
	<option value="Private">Private</option>
	<option value="Subsidiary">Subsidiary</option>
	<option value="Other">Other</option>

In this case, when integration process is synchronizing this field, we could just use the same label value as available.

2. Value is represented by ID via API

For example in JIRA, the standard “Priority” field picklist:-

Uses ID instead of the actual label seen in the user interface:-

<select name="priority" id="priority">
	<option value="1" class="imagebacked" style="background-image: url(/images/icons/priority_blocker.gif);">Blocker</option>
	<option value="2" class="imagebacked" style="background-image: url(/images/icons/priority_critical.gif);">Critical</option>
	<option value="3" class="imagebacked" style="background-image: url(/images/icons/priority_major.gif);" selected="">Major</option>
	<option value="4" class="imagebacked" style="background-image: url(/images/icons/priority_minor.gif);">Minor</option>
	<option value="5" class="imagebacked" style="background-image: url(/images/icons/priority_trivial.gif);">Trivial</option>

From the example above, we can see that:-

 Priority Label  Priority ID
 Blocker  1
 Critical  2
 Major  3
 Minor  4
 Trivial  5

For this type of picklist values, we can synchronize this field by maintaining a reference table in the integration process which reflects the actual picklist value and its corresponding ID.

As such, be sure to check the type of picklist involved in your integration process and determine which approach to use instead prior to working on the field mapping.



Populating JIRA Custom Fields when creating or updating issue remotely

Some organisation’s JIRA instance may have complex or different screen configuration other than the default. Depending on the how the screens are being setup, it would affect how standard and custom fields can be populated when creating or updating issues remotely (i.e. via Web Services).

Take for example the following, where a custom field is associated with three different custom screens which serve different purposes (Create, View and Edit):

In this case, if the “Create Issue Screen” is not associated with the “Test Field”, the custom field will not be taken into account when you perform an Issue creation remotely. This applies to the edit screen as well.

As such, be sure to check your JIRA’s instance screen setting and check if the specific fields that you want to remotely work on is associated with the correct screen.


Recently, we’ve had a number of customers requesting us to integrate JIRA 5 with their on-premise applications (Bugzilla, Microsoft Dynamics AX and some home grown apps) or cloud applications (Salesforce and RightNow).
This is not the first time we have delivered JIRA integrations.  For our previous JIRA integrations we used the Boomi Atomsphere JIRA 4 connector that we had written, that connector uses the SOAP API.
However, the exposure to JIRA 5 is a pleasant surprise for us as it is bundled with the latest, cleaner and simpler web service – JIRA REST API.
The new JIRA REST API (https://developer.atlassian.com/static/rest/jira/5.0.html) has made our life easier as now we have more flexibility in accessing or updating the data in JIRA remotely.  In addition the performance is far better than the deprecated SOAP API.
The REST API Browser (RAB – https://developer.atlassian.com/display/RAB/Overview+of+the+Atlassian+REST+API+Browser) allows us to understand the REST operations available in JIRA better. We can  run the test using RAB against our customer development sandbox before deploying the integration into production. This helps to save the customer’s resources and reduce the risk when the integration goes live. If you want to know more about RAB, you can try it out by installing the Atlassian Plugin SDK (https://developer.atlassian.com/display/DOCS/Atlassian+Plugin+SDK+Documentation).
Another useful tool that we used in our integration development is the JIRA REST Java Client (https://studio.atlassian.com/wiki/display/JRJC/Home). Oh yes, you might find this helpful only if you are familiar or in LOVE with Java 😀

TIM’s Tip: Integrate your Support System with your Issue Tracking System

Integration between systems is not only bringing data over from one system to another. It is an art to get two very different systems working seamless as one. In addition to having your data synchronized in both systems, you can also get a lot of business value from it.

Let’s take a Support System and an Issue Tracking System as an example. You may have a different combination of the following:

Whatever support system and issue tracking system you are using, you will get similar advantages if you integrate both systems together seamlessly:

#1 Use support volume to prioritize bug fix

Development teams can see the impact a bug has caused and prioritise accordingly. You can link one bug with many support cases together.

#2 Enhanced Communication between Support Engineer and Developer

click to view full picture

Support engineer and developer have a dedicated channel to chat. The content is hidden from the support system and the best thing is you don’t have to create 2 logins for everyone!

#3 Support Engineer to provide more details of the bug

When support engineer goes through the bug verification process, they can fill in useful information and that data will be synchronised over to issue tracking system. For example:

  • Environment: Operating system, browser, JVM version
  • Steps to reproduce
  • etc

All these can be automated by the integration process.

There are more benefits, but I can’t mention them all. If you are interested to find out how to do that, feel free to contact us.

Note: Special thanks to Daggy to share these wonderful ideas!