SugarCRM and Jira

10 Nov 2020

1 minute read time

We at Origo started using Jira about 10 years ago for the tracking of IT trouble tickets as well as to help build excellent software. Today, there are over 1.700 projects in our Jira instance and over 1.2 million tickets. Each customer that has a contract with Origo gets its own Jira Project. Then we adopted SugarCRM just over 4 years ago for our sales opportunities and CRM needs. Both systems are still running today.

SAP is the MDM owner of our Accounts information. So, we do a SAP -> Sugar sync every 10 minutes to keep our Accounts up-to-date in Sugar. Since we already have a field in SAP with the Jira Project key of each of these contract customers (done way before Sugar was implemented), it was very easy to build a custom field of type URL that auto generates the path to the Jira Project of the customer. We decided to create a new tab with the Jira and Confluence links in our Account record view and that is where thise URL fields reside:

So now, our sales reps (and everyone else that uses Sugar) can have a direct link to the customers trouble ticket information in Jira providing them with more information regarding the customer. We also manage couple of different lifecycles in Jira and have done similar links for those.

HTH,
KGM

Alex Nassi over 4 years ago

Thanks for sharing, Kristjan Geir Mathiesen! Great to see how you've made all these important systems work together, I'm sure your users appreciate the easy workflow.
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Jeff Bickart over 4 years ago

Kristjan Geir Mathiesenif you want a deeper integration between Sugar and Jira, checkout fayebsg.com/.../
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Enrico Simonetti over 4 years ago

Hey Kristjan Geir Mathiesen, thanks for sharing your story and your integrations!

Just to understand more about your ERP integration, is Accounts read-only in Sugar? If that's the case, how do sellers create a new Account on Lead conversion? Do you have a process for a subset of Sugar users which are tasked to create Accounts in SAP, that then will flow back into Sugar?

I am really eager to know more about your generic requirements and how we could solve more generic business processes challenges with relatively simple integration points.

Thanks again for your insights!
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Kristjan Geir Mathiesen over 4 years ago in reply to Enrico Simonetti

Hi Enrico. No, the Accounts are not read-only in Sugar. Employees can create new Accounts in Sugar. Once the same Account entity is created in SAP (we use social security numbers and/or SAP customer number to identify), then the SAP info is transferred over to Sugar to populate the rest of the fields. All employees can create Accounts in Sugar. And since we are located in Iceland (a small country that give all business identities a social security number), we have even integrated a lookup inside of Sugar that searches the National Registry and pulls in address, company category code, etc. from the National Registry.

Thanks for the interest!
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Chris Laird over 3 years ago

We have a Sugar JIRA integration which sends all billable tickets to Sugar which can be then be converted to an Opportunity, which in turn generates an invoice to the customer.
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