John Hartman's dashboard

With Bugzilla, I was able to create a customized bug creation workflow. It allowed/encouraged Support staff to search for Bugzilla tickets as a pre-qualifying first step in creating a bug report, thus minimizing the number of duplicate bugs filed.

Is there a FAQ or app note on how to implement this workflow optimization in Salesforce/Jira? Note that your forum software implements this feature, recommending existing topics prior to topic creation. It's the same idea. Right now, our Support staff do not have time to search Jira manually before filing issues.

When creating a Jira ticket for a Saleforce ticket, the idea would be to search Jira and Salesforce for related Jira tickets, then allow the current Salesforce issue to be linked to a Jira ticket if found.

Thanks,
John

We have purchased and configured the 4.x.x plugin. It's working well from the Salesforce side: Support staff can sync to Jira and see Developers' comments.

However, on the Jira side, developers are not able to log into Saleforce without providing Saleforce credentials.

Questions:
1) is it possible to configure Saleforce access via a Jira SSO (single sign on)? We would like developers to have read-only access to Saleforce, so that they can view all of the particulars.

2) if (1) is not possible, how would you recommend we configure our Jira/Salesforce integration to allow developers access to the particulars of the related Saleforce tickets?

Thanks,
John