Issues connecting Jira Service Desk to Dynamics 365 Sales

[mcdonpaul]

Hi i'm having issues creating a Flow to integrate Jira Service Desk Issues to Dynamics 365 Sales Cases, hoping someone here can help

We have a support team that are currently using Jira Service Desk, and we have a Sales/Ops team using Dynamics 365 Customer Engagement (Sales Hub). If an issue is a bugfix or feature request, it would then get sent onto the Development team

What i'm looking to do is - If an issue gets created in Jira Service Desk, add it to the Account as a Case. This way, the Sales team have visibility of Jira cases when in Sales Hub

I've looked at a few plugins and they're either 1-way sync (D365 to Jira), or quite expensive for licensing, so was seeing if i could create a Flow instead

I started to create one as attached, but kept getting this error:

{
"status": 400,
"message": "Invalid value: D365TEST-9 provided for item ID",
"source": "dynamicscrmonline-ukw.logic-ase-ukwest.p.azurewebsites.net",
"debugInfo": "clientRequestId: f312d399-6f11-4023-8062-29362345a006"
}

Has anyone managed to do something similar successfully? Any help or tips would be appreciated

Thanks

[v-zhos-msft]

Hi @mcdonpaul ,

As the error message said, the value you have used in the 'Record identifier' is incorrect.

As the picture show, you have to use the 'issue key' as the 'Record identifier' in the update action.

I am afraid the 'issue key' can't match the 'Record identifier' in the Cases entity.

First, You can use the 'List records' action to check the identifier of the records in the Cases entity.

Then use the correct value in the field.

Best Regards,

Community Support Team _ Zhongys

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[mcdonpaul]

Hi @v-zhos-msft thanks for replying. I've just tried that and i'm still getting the same error unfortunately - "Invalid value: D365TEST-11 provided for item ID"

I can't attach a screenshot of what the flow looks like now for some reason, so here's what i've done

• I've added a 'List records' step with the Entity Name set to Cases
• In the 'Update a record' step i've set the Record identifier as 'Issue Key', Case Title as 'Description, Customer as 'Creator Display Name'

Do you have any ideas on what else i can try? This is just testing at the moment, so isn't affecting anything. Feels like it's one little step missing

Appreciate your help

Thanks

[v-zhos-msft]

Hi @mcdonpaul ,

I mean you can use the 'List records' to check what is the 'identifier' like.

For example:

The 'identifier' is like below:

Then you can find the similar value from the trigger(Project).

Best Regards,

Community Support Team _ Zhongys

If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[mcdonpaul]

Hi @v-zhos-msft i think i'm missing something here, or i just can't get my head around it (this is the first flow i've created). What i'm looking to do is:

• New Issue gets created in Jira
• Add the Issue as a Case in Dynamics

Instead of 'Update' a record, shouldn't the step be set to 'Create' instead?

As soon as i add a Dynamics field, the step then changes to a 'for each' loop, which then adds it on every Account

I've attached a screenshot of how it looks at the moment so you have more of a visual idea. The only thing you don't see in the 2nd screenshot is the Case Number, which has the 'Issue Key' field added

I'm getting the info from Jira, i'm just struggling how to get the Issue and Case to talk to each other. Not sure what lookup i need to add

Appreciate your help

Thanks

[mcdonpaul]

@v-zhos-msft I feel like this is so close now. This is a contact who's attached to the 'Fourth Coffee' account in Dynamics

This is what the flow looks like on the 'Create' step

The flow runs, but errors with "Account With Id = 9da1e5b9-88df-e311-b8e5-6c3be5a8b200 Does Not Exist"...

...but if i go into Dynamics, the case has been created (but attached to a different account - this contact isn't attached to any other accounts)

I'm more inclined to think that there's an issue with the Account/Contact lookup here (possibly from the 'to each' loops)

If anyone else has an idea on what else i can try, it would be appreciated

Thanks