This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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IMPORTANT NOTE: Gainsight is upgrading Connectors 2.0 with Horizon Experience. This article applies to tenants which have been upgraded to the Horizon Experience for Connectors 2.0. If you are using Connectors 2.0 with the previous version, you can find the documentation here.
This article explains to admins about how to create a connection from Gainsight to Jira, create a data job, merge datasets, and configure job or Job chains in Gainsight.
Note: This document provides general guidance on creating a Connection and setting up Jobs because the use case of each job is different and needs unique configuration. For detailed information on creating any Job, refer to the Configuration of Connectors in the Additional Resources section at the end of this article.
Jira is a tool used for bug tracking, issue tracking, and project management related to your software and Mobile apps. Jira integration with Gainsight allows you to sync data from Jira objects such as Incidents and Projects into Gainsight and generate strategic reports in Gainsight on this data.
IMPORTANT: Gainsight currently only supports integration with Jira-Cloud. Standalone versions (Jira On-Premise) are not supported.
- This integration helps sync the data related to support tickets created using Jira along with their status and priority, the number of open tickets, etc. You may use this data to assess the health of your customers in Gainsight.
- Lets you share your product roadmap (in Jira) with customers. Customers can vote on the features they want to see in the upcoming release. Sync the voting data of customers for the product roadmap and assess the report in Gainsight to prioritize new features for future product releases.
- In Gainsight, merge data stored in the Projects and Incidents objects, and add filters to view escalated Incidents related to a specific project.
To authorize a Jira connection, user must have admin permissions in the Jira instance.
Admins can create a connection with Jira to sync data with Gainsight such as incidents and projects.
To create a connection with Jira:
- Navigate to Administration > Connectors 2.0.
- Click Create Connection. Create connection pop up window is displayed.
- Select Jira in the Connector dropdown list.
- Enter the required Site Url.
Note: Exclude "https://" or "www." in the Site Url.
- Click Authorize to validate the connection.
After you click Authorize, the Jira OAuth page appears in a new tab and complete the authorization by entering the Jira org credentials.
Note: You can create Jobs after creating a connection. For more information, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Create a Job
Create jobs from the Jobs page to sync Jira incidents and projects with Gainsight. Create a dataset from one source object, and likewise, create as many as you need to create a Job. For more information, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
- Data cannot be synced from custom fields in Jira, which means the custom fields from Jira are not available for field mappings, while creating a dataset using a Jira source object. Contact Gainsight Support with the names of custom fields and source objects, to configure them in required datasets.
- (Optional) Create multiple data jobs as required. If the data jobs in a connection are dependent on each other, create a Job chain in a sequence, and configure the schedule for the Job Chain. For more information, refer to the Job Chain Page in the Additional Resources section at the end of this article.
Merge two or more datasets together and create an output dataset. For example, merge incidents and projects to identify projects in which most of the incidents are created. For more information on Merge, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
In the Preparation step of a connector job, admins can Transform data and Add Case Fields to get more meaningful insights from the customer data.
Example Business use case: The Transform function provides the capability to create or modify new case fields. The new case fields can be used to modify the external field as per the consumption requirement in Gainsight’s data model. Case fields can be defined to populate different values for different case conditions. For example, External picklist values such as New, Open, and Closed can be modified to Active and Inactive to match Gainsight’s picklist values.
For more information on Transform Data, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Once the final output dataset is prepared, add a destination to the output dataset to sync data from the source to the target Gainsight object. For more information on Add Destination, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
In the Direct Mapping, map fields from the output dataset to the target object in the field mappings. Data sync happens from the source fields of the external system to the target fields of Gainsight, based on the configured field mappings. For more information on Direct Mapping, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
This is optional and you must configure the derived mappings only if you want to populate values into the target fields of data type GSID. GSID values are populated from the same or another object through lookup. In this stage, create Lookup mapping in a data sync job. You can have a lookup to the same object or another standard object and match up to six columns. Once the required matching is performed, fetch Gainsight IDs (GSIDs) from the lookup object into GSID data type fields. For more information on the derived mappings, refer to the Preparation of Connector Jobs in the Additional Resources section at the end of this article.
Note: To use Derived Mappings, your Target Object must have at least one field of data type GSID.
Configure Job or Job Chain
Configure the schedule of a data job or Job chain as required. For more information, refer to the Configure Job or Job Chain Schedule in the Additional Resources section at the end of this article.
If you create a Job Chain by adding multiple Jobs in a sequence and add a schedule to the Job Chain, the schedule of the individual jobs is not honored.
View the Execution and Update Activities of all the data jobs in the Activity page. Download the logs of the job execution from this page to help troubleshoot the configuration issues. For more information, refer to the Activity Page in the Additional Resources section at the end of this article.