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 | Current Versions of the CRM Plugin: 4.0 / 4.1 |
| *salesforce.com is referenced as "SFDC" below |
General Assistance
Q: Is it possible to only synchronise certain Projects within Jira and leave the others untouched (unsynchronised)?
A: Yes, in fact this is the most common and easiest way to use the plugin. Linking issues to SugarCRM from JIRA is done via the Account and Contact custom fields in JIRA. If you don't associate these fields with a JIRA project then issues in that project cannot be linked to CRM.
Also, from the "CRM Setup" -> "JIRA/CRM Field Mappings" screen you can set the JIRA "project" field with a default value of a single JIRA project and all issues created from SugarCRM bugs will be created in that project.
Q: Also, is it possible to restrict what bugs created within SugarCRM are synchronised with Jira?
A: The Cron Service that the plugin uses to pull changes from SugarCRM has an option to add an expression to the Where Clause of the SQL statement used. This can be used to only link bugs that meet a given criteria.
Q: What is the difference between the free plugin and the paid plugin?
A: The free version offers very limited configuration options in terms of what CRM fields can be synchronized with JIRA.
The free version does not include support.
Q: Do you perform customizations if required?
A: This is a common service we offer our CRM plugin customers. Just contact contact us.
Q: Help! I've run into a problem and can't seem to find a solution. What should I do?
A: If you've reviewed the FAQ below, read through the installation documentation, and have not found a similar issue logged in the CRM Plugin JIRA project, please contact us directly. We do ask that you provide a few pieces of information before contacting us, which you can find here.
Q: I want to be notified of any CRM Plugin updates, upgrades, or news. What's the best way to do this?
A: We offer a number of methods to keeping up to date with the latest CRM Plugin activity:
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Requirements
Q: What versions of JIRA and CRM systems work with the CRM Plugin?
A: The Go2Group CRM Plugin works with the following editions/versions:
- Atlassian JIRA, version 4.0 or newer
- Salesforce Enterprise, Unlimited, and Professional Editions
- SugarCRM, version 5.1.0a or newer
- Go2Group CRM Plugin, version 3.2 or newer
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Q: Does the Go2Group CRM Plugin work with other CRM systems?
A: Yes. While additional customization may be needed, we can provide a stored procedures list for a database-driven CRM system. Please contact us for additional information.
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Installation
Q: I want to install the CRM Plugin in our SFDC sandbox environment so we can thoroughly test it before moving it to production. How do I do this?
A: Normally, we leave the CRM URL field in the CRM configuration screen blank and the standard SFDC server is used. If you are installing this in a test environment, just add the SFDC URL for your test environment in this field. The SFDC URL should look something like:
https://test.salesforce.com/services/Soap/u/10.0
Q: I am upgrading to the latest release. Do I have to run the installer again?
A: No. Upgrading the CRM Plugin to the latest release is easy:
- Download latest JAR file
- Stop the Atlassian JIRA service
- Copy the downloaded JAR file to WEB-INF/Lib on the JIRA server
- Restart the Atlassian JIRA service
Q: Does each SFDC user need to have a specific JIRA user account?
A: No, the SFDC configuration specifies the JIRA user ID to be used for communication between the two systems.
Q: Our JIRA instance is located on our intranet and is not publicly accessible - Can we still use the CRM Plugin?
A: Yes! There are no additional requirements needed to implement the CRM Plugin within your company's intranet. There are a few feature differences when using the CRM Plugin with JIRA located on an intranet:
- From JIRA you can lookup SFDC accounts, display the SFDC information within a JIRA issue, and push JIRA issues to SFDC.
- You would not be able to perform any of the functionality within the SFDC GUI, eg, view JIRA issues, or add a SFDC case to JIRA without external access to your JIRA server.
Q: What's the best way for me to upgrade to 4.0 / 4.1 if I'm upgrading JIRA at the same time?
A: If you follow Atlassian's upgrade procedure you'll be fine. Their instructions state that all your JIRA plugins should be upgraded to a version that supports your target JIRA version prior to upgrading. It's common though for users to upgrade after they first bring up the new version of JIRA. Normally this does no harm but in the case of JIRA 4.4 you will loose existing CRM data from JIRA's database. You can upgrade from JIRA 4.2 to JIRA 4.4 but before you run JIRA 4.4 for the first time remove version 3.3.4 of the CRM plugin and install the lastest 4.x version of the CRM plugin. Note that it goes into a different directory than the older version. Version 4.x and later of the CRM plugin should be placed into your "JIRA-HOME\plugins\installed-plugins" directory.
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Security
Q: What type of security is built into the CRM Plugin?
A: The Go2Group CRM Plugin uses a SOAP interface, allowing for a tight integration with Atlassian JIRA. The data exchange is done via recommended SFDC security checks to prevent any spoofing attempts. The Go2Group CRM Plugin ensures that requests ONLY come from the SFDC application over an encrypted (SSL) established connection between the two systems.
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Usage
Q: Can you use the custom SFDC fields for reports / searches within JIRA?
A: Yes! These fields can be used when using JIRA's search functionality, if the searcher was defined when creating the custom field within JIRA.
Q: Does the cache bring over cached contact information only? Or does contact information get pulled instantly from SFDC?
A: New information will be added to the cache after the cache timeout interval has expired as defined within the CRM Plugin configuration.
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Procurement
Q: How much does the Go2Group CRM Plugin cost?
A: A 12-month license for the CRM Plugin is priced at USD$2,000.00. The license agreement includes a one-time license fee and 12-months of support and maintenance. Maintenance includes upgrades and updates, and Go2Group support is provided through email, our customer-focused JIRA instance, and by telephone where needed.
Q: Is there an End User License I need to agree to before using the Go2Group CRM Plugin?
A: Yes! Please review the Go2Group CRM Plugin - License Details for more details.
Q: Is the EULA based per instance, or per user?
A: We structured the EULA to be as simple as possible for our customers. The license allows our customers to install and use the Go2Group CRM Plugin between one (1) instance of JIRA and one (1) instance of your CRM system, irrespective of the number of users.
Q: How can I purchase the Go2Group CRM Plugin?
A: The Go2Group CRM Plugin can be purchased online through the Go2Group Store. All transactions are processed using the Google Checkout secure site. Go2Group also accepts credit cards and purchase orders to obtain the Go2Group CRM Plugin.
Q: If for some reason I am not satisfied with the CRM Plugin, can I apply for a refund?
A: Go2Group does not offer refunds. Go2Group allows its customers to evaluate the CRM Plugin for a period of 30-days (and beyond where necessary), which allows our customers to determine whether the CRM Plugin will work within their environment. If you have any questions prior to purchasing the CRM Plugin, please contact us.
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