New Connector for Salesforce & Jira Server FAQ

General Questions

1. What are you announcing today?

ServiceRocket has launched a next-generation version of the Connector app for Salesforce and Jira Server. It is now available for early access on the Atlassian Marketplace.

With this release, we are also renaming the previous-generation of Salesforce & Jira Server Connector to Classic Connector for Salesforce & Jira.

Please bear in mind that this is not an official release, the Salesforce package is yet to be verified by Salesforce. Saying that the current Jira app and Salesforce package are production-ready and passed all internal tests and QA.

2. What makes the New Connector stand out? 

The New Connector was rebuilt with the aim to create a brand new experience with powerful capabilities for both administrators and users. Combined with over 10 years of our experience in providing similar solutions, the New Connector is set to be a great platform for everything Jira and Salesforce.

In this release of the New Connector, we introduced an AppExchange package, an easy setup for administrators, native support for Lightning Experience and Chatter, full directional sync of Files and attachments, advanced Jira issue creation from Salesforce, and more.

3. How do I try it out?

Head on to Atlassian Marketplace for a free 30-day trial license.

4. Do I need to install an extra app for my Salesforce organization?

Yes, you are required to install a Salesforce package. More information can be found by reading this documentation

5. Is this a Salesforce-verified app?

We are currently working with the Salesforce team to get verification. The Salesforce approval process may take a while and since we are using the same product (the exact same codebase, but with a different name) for our Jira Cloud app which has been Salesforce Appexchange-verified, be assured that the app is production-ready and has passed all our internal testing and QA.

6. Is there a Data Center edition?

The current ETA is between Dec 2019 - Feb 2020.

Meanwhile, if you are a Jira Data Center customer, you may consider the Classic Connector which is Data Center compatible.

7. Is there a Cloud edition?

Yes. Head on to the Cloud listing on the Atlassian Marketplace to learn more.

8. Is this product certified by Salesforce AppExchange?

Very soon! ServiceRocket and Salesforce are finalizing the certification process.

9. Is there a live webinar to learn about this Connector?

Sign up for our bi-weekly webinar which covers the connector use cases, features and configurations.

10. What are the system requirements?

You may review our notes on supported platforms and system requirements.

11. I have further questions. Where can I ask?

Raise a support ticket with our 24/5 support team.

Classic Connector Questions

1. What is the difference between the New and Classic Connectors?

The New Connector was rebuilt from the ground up with brand new experience and powerful capabilities in mind. It is very much inspired by our Connector for Jira Cloud, which has received a great response from our Jira Cloud customer base.

To compare, the New Connector introduced an AppExchange package, easy setup for administrators, native support for Lightning, Chatter, full directional sync of Files and attachments, advanced Jira issue creation from Salesforce, and more. If you are interested to know the feature differences, take a look at our notes.

2. Can I use the new Connector now?

Yes, if you don't plan to keep your Classic Connector data and configurations. The New Connector uses new data storage and new set of configurations, hence, a direct version upgrade will not work.

Currently, there is no supported way to migrate from the Classic to New Connector, although ServiceRocket will be announcing a migration tool in the coming months.

3. How will you support the products moving forward?

For existing customers of the Classic Connector, ServiceRocket will continue to provide support, compatibility releases and bug fixes as we normally would, as well as delivering feature enhancements where necessary. New or major features will only be introduced through the New connector.

4. Are you going to discontinue the Classic Connector?

We don't have any specific plans yet and we will keep updating and delivering bug fixes/improvements and compatibility for the foreseeable future. Any plans to discontinue the product will be announced ahead of time to all of our existing customers. We want to make sure existing customers like you are not disrupted and will have sufficient time and planning to migrate to the New Connector.

We will start sharing timelines when the migration tool is ready for use.

5. Can I still use the Classic Connector?

Yes, we will honor the terms of the purchased license which entitle you to support and upgrades during the maintenance period.

Atlassian Marketplace app license holders are also entitled to the perpetuity of the license, which allows you to continue using the Connector (but not the receiving of support and upgrades) even after the maintenance expires.

6. Can I renew the maintenance for Classic Connector?

Yes, you may renew through the usual channels. Please note that in the case of discontinuation of the Classic Connector, you will no longer be able to renew its license.

Any remaining maintenance period will be entitled as credits towards the New Connector license.

7. How do I migrate to the new Connector?

You will be able to use a migration tool that ServiceRocket will be launching in a few months time.

8. What is your recommendation for Classic Connector users?

If you are evaluating the Classic Connector, we would recommend you to start evaluating the New Connector instead.

For existing users, keep using the Classic Connector as you will continue to receive support from ServiceRocket. We will be contacting you in the future, to announce the availability of a migration tool and discontinuation date.

Purchasing and Licensing Questions

1. Where can I purchase the Connector?

Head on to the Atlassian Marketplace, to start your trial or purchase a new license.

2. How much does a license cost?

See pricing table.

3. I just bought a new license for Classic Connector. Can I switch to the new Connector?

If you need to switch, you can ask for a refund within the usual 30 days period after purchase. Contact Atlassian Support for licenses from Atlassian Marketplace, or ServiceRocket Support for licenses from ServiceRocket Marketplace.