1. As-Is Process
Today Product uses Salesforce to track two objects related to customer requests:
Product Gaps, which are associated with a customer / prospect
Feature Requests, which group similar product gaps under one ask. Feature Requests have a status.
The main benefit of doing this in salesforce is that we can get customer account data (specifically name, churn risk, MRR, customer / prospect status) associated with a request
● Otherwise, keeping requests in Salesforce is terrible: it’s very slow, filtering and searching are hard, and no one on Eng can see it (because Salesforce accounts are so expensive, only GTM have them)
2. To Be Process
Enable authorized users (i.e. PMs) to create a Jira issue from a Salesforce Feature Request record
Sync status from Jira issue to Salesforce Feature Request “Status” field
2.1 Process Flow
...
2.2 Requirements
Jira Issue Creation
If a PM decides to add a Feature Request to their team’s backlog, the PM will “promote” a feature request to a Jira issue (type Story). Ideally, the creation of the Jira issue happens in Salesforce. The ability to create the Jira issue from Salesforce is limited to authorized users only (PMs). Upon promotion of a Feature Request to a Jira issue, the Salesforce Feature Request record is automatically updated to point to the Issue. Similarly, the Issue points to the Feature Request. The Feature Request record status is automatically set to Backlogged in Salesforce.
The Feature Summary field in the Feature Request record is copied to the Jira issue Description field.
The new Jira field “Customer visible” is set to TRUE.
2.3 Technical Developments
Changes to SFDC Feature Request record
Field / button name | Purpose | Change to... |
Jira issue | Link to Jira issue | New field |
Create Jira issue | Creates a new Jira story issue, pre-populated with information from the SFDC record | New button |
Changes in Jira Issue
Field / button name | Purpose | Changes |
Feature Request | Link to Salesforce Feature Request record | New field |
Customer visible | Flag to identify issues that are a customer-impacting change | New field |
Events
Sl No | Application | Event | Action |
|---|---|---|---|
1 | Salesforce | Promote feature request to issue | ● Creates a new Jira issue (type: Story) ● Copies Feature Request/Feature Summary field to Story/Description field ● Sets Feature Request status to Backlogged
|
2 | JIRA | Story assigned to sprint | Salesforce Feature Request status set to Planned |
3 | JIRA | Story status set to In Progress | Salesforce Feature Request status set to Building |
4 | JIRA | Story status moves from | Salesforce Feature Request status set to Released |