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Jira Service Desk Connector Objects

note: This feature is a Beta Service. A customer may opt to try a Beta Service in its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at Agreements and Terms. If you have questions or feedback about this Beta Service, contact the Data 360 Connector team at datacloud-connectors-beta@salesforce.com.

Objects Supported

Name Description
Customers This resource represents a customer.
CustomerTransitions Returns a list of transitions that customers can perform on the request.
KnowledgeBaseArticles The articles which match the given query string across all service desks.
Organizations This resource represents an organization.
RequestApprovals This resource represents a request approval.
RequestComments This resource represents request comments.
RequestParticipants This resource represents request participants.
Requests This resource represents a request.
RequestSLACycles This resource represents the SLAs (service level agreements) on a customer request.
RequestStatusChangelog This resource represents the status transitions for a customer request.
RequestTypeFields The fields for a service desk's customer request type.
RequestTypeGroups This resource represents a request type group.
RequestTypes This resource represents a request type.
SampleQueueRequests This resource returns the customer requests in a queue.
ServiceDesks This resource represents a service desk. A service desk is based on a project in the JIRA platform, and is used to manage customer requests.
Users This resource represents a user.

Customers

Name Type ReadOnly References FilterOnly Description
AccountId [KEY] String False No The Id of the account.
Active Boolean False No Shows if the customer is active.
DisplayName String False No The Display Name of the customer.
EmailAddress String False No The email address of the customer.
TimeZone String False No The time zone of the customer.
ServiceDeskId String False ServiceDesks.Id No The Id of the service desk.

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CustomerTransitions

Name Type ReadOnly References FilterOnly Description
RequestId [KEY] String True No The ID of the request.
RequestKey String True No The Key of the request.
Id [KEY] String False No The Id of the transition.
Name String True No The Name of the customer transition.
Comment String False No The body of the comment for the transition.

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KnowledgeBaseArticles

Name Type ReadOnly References FilterOnly Description
ServiceDeskId String False ServiceDesks.Id No The Id of the service desk.
Title String False No The title of the article.
Excerpt String False No The excerpt of the article.
SourceType String False No The article's source type
SourcePageId String False No The article's source page id
SourceSpaceKey String False No The article's source space key
ContentiFramesource String False No The link to the article.
Query String False No The string used to filter the articles (required).
Highlight Boolean False Yes If set to true matching query term in the title and excerpt will be highlighted using the {@code @@@hl@@@term@@@endhl@@@} syntax. Default: false.

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Organizations

Name Type ReadOnly References FilterOnly Description
Id [KEY] String False No The Id of the organization.
Name String False No The Name of the organization.
ServiceDeskId String False ServiceDesks.Id No The Id of the service desk.

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RequestApprovals

Name Type ReadOnly References FilterOnly Description
Id [KEY] String True No The Id of the approval.
RequestKey String True No The Id of the request.
RequestId [KEY] String True No The Key of the request.
Name [KEY] String True No The Name of the approval.
FinalDecision String False No The final decision.
CanAnswerApproval String True No Shows if this approval can be answered.
Approvers String True No The approvers of this request.
CreatedDate String True No The datetime this request was approved.
CompletedDate String True No The datetime this request approval was created.

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RequestComments

Name Type ReadOnly References FilterOnly Description
Id [KEY] String True No The Id of the comment.
RequestId [KEY] String True No The Id of the request.
RequestKey String True No The Key of the request.
Body String False No The Body of the comment.
Public Boolean True No Shows if the comment is public or internal
AuthorKey String True No The key of the comment author.
CreatedAt String True No The datetime the comment was created.
Internal Boolean False Yes Specifies whether to return internal comments or not. Default: true.

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RequestParticipants

Name Type ReadOnly References FilterOnly Description
AccountId [KEY] String True No The Account Id of the participant.
RequestId [KEY] String True No The ID of the Request.
RequestKey String True No The Key of the request.
EmailAddress String True No The Email address of the participant.
DisplayName String True No The display name of the participant.
Active Boolean True No Shows if a participant is active.
TimeZone String True No The time zone of the participant.

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Requests

Name Type ReadOnly References FilterOnly Description
RequestId [KEY] String True No The ID of the request.
RequestKey [KEY] String True No The Key of the request.
RequestTypeId String False No The ID of the request type.
ServiceDeskId String False No The Id of the service desk.
CreatedDate String True No The date when the request is created.
ReporterKey String True No The key of the reporter.
ReporterDisplayName String True No The display name of the reporter.
ReporterEmail String True No The email of the reporter.
ReporterName String True No The name of the reporter.
ReporterTimeZone String True No The time zone of the reporter.
CurrentStatus String True No The current status of the request.
RequestParticipants String True No The participants of the request.
RequestOwnership String False Yes The owner of the request.
RequestStatus String False Yes The status of the request.

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RequestSLACycles

Name Type ReadOnly References FilterOnly Description
Id [KEY] String False No The ID of the SLA.
RequestId [KEY] String False No The Id of the request.
RequestKey [KEY] String False No The Key of the request.
Name String False No The Name of the cycle.
OngoingCycleStartTime Datetime False No Time and date at which the SLA cycle started.
OngoingCycleBreached Boolean False No Indicates whether the SLA has been breached or not.
OngoingCycleBreachTime Datetime False No Time and date at which the SLA cycle would have breached its limit.
OngoingCyclePaused Boolean False No Indicates whether the SLA is paused or not.
OngoingCycleWithinCalendarHours Boolean False No Indicates whether the SLA it timed during calendared working hours only or not
OngoingCycleGoalDuration String False No Duration within which the service should be completed.
OngoingCycleElapsedTime String False No Duration of the service.
OngoingCycleRemainingTime String False No Duration remaining for the service to be completed.
CompletedCycleStartTime Datetime False No Time and date at which the SLA cycle started.
CompletedCycleStopTime Datetime False No Time and date at which the SLA cycle completed.
CompletedCycleBreached Boolean False No Indicates whether the SLA has been breached or not.
CompletedCycleBreachTime Datetime False No Time and date at which the SLA cycle breached in case of completed breached cycle or would have breached in case of non-breached completed cycle.
CompletedCycleGoalDuration String False No Duration within which the service should have been completed.
CompletedCycleElapsedTime String False No Duration in which the service was completed.
CompletedCycleRemainingTime String False No Duration remaining after the service was completed.

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RequestStatusChangelog

Name Type ReadOnly References FilterOnly Description
RequestId [KEY] String False No The Id of the request.
RequestKey [KEY] String False No The Key of the request.
Status String False No The status of the request.
StatusDate Datetime False No The date of the request status.

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RequestTypeFields

Name Type ReadOnly References FilterOnly Description
ServiceDeskId String False ServiceDesks.Id No The ID of the service desk containing the request types whose fields are to be returned.
RequestTypeId String False RequestTypes.Id No The ID of the request types whose fields are to be returned.
FieldId String False No ID of the field.
Name String False No Name of the field.
Description String False No Description of the field.
Required Boolean False No Indicates if the field is required (true) or not (false).
JiraSchema String False No Jira specific implementation details for the field in the UI.
ValidValues String False No List of valid values for the field.
DefaultValues String False No List of default values for the field.
Visible Boolean False No Boolean incidating if the field is visible.
Expand String False Yes Use expand to include additional information in the response. This parameter accepts hiddenFields that returns hidden fields associated with the request type.

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RequestTypeGroups

Name Type ReadOnly References FilterOnly Description
Id [KEY] String False No The Id of the request type group.
ServiceDeskId [KEY] String False ServiceDesks.Id No The Id of the service desk.
Name String False No The Name of the request type group.

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RequestTypes

Name Type ReadOnly References FilterOnly Description
Id [KEY] String False No The ID of the request type.
ServiceDeskId [KEY] String False ServiceDesks.Id No The Id of the service desk.
GroupIds String False No The IDs of the groups that this request type is part of.
Name String False No The Name of the request type.
Description String False No The description of the request type.
PortalId String False No The Id of the customer portal associated with the service desk project.
IssueTypeId String False No The Id of the issue type the request type is based upon.
SearchQuery String False Yes String to be used to filter the results.

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SampleQueueRequests

Name Type ReadOnly References FilterOnly Description
RequestId [KEY] String False No The ID of the request.
RequestKey [KEY] String False No The Key of the request.
Summary String False No The summary of the request.
Status String False No The status of the request.
Created Datetime False No The date the request was created.

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ServiceDesks

Name Type ReadOnly References FilterOnly Description
Id [KEY] String False No The Id of the service desk.
ProjectId String False No The ID of the project.
ProjectName String False No The name of the project.
ProjectKey String False No The key of the project.

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Users

Name Type ReadOnly References FilterOnly Description
AccountId [KEY] String False No The Account Id of the user.
OrganizationId [KEY] String False Organizations.Id No The ID of the organization.
EmailAddress String False No The Email address of the user.
DisplayName String False No The display name of the user.
Active Boolean False No Shows if a user is active.
TimeZone String False No The time zone of the user.

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