Currently we support comments for 2 objects in Salesforce, these include:
The way the comments are handled varies depending on if you are trying to push a comment from JIRA to Salesforce or from Salesforce to JIRA, please see the relevant section below for more details:
JIRA to Salesforce
New comments and existing comments are handled a bit differently, new comments means that the comment was made within JIRA and has never (or at least not yet been) pushed to Salesforce, existing comments means that the comment was either made in JIRA and has already been pushed to Salesforce, or was made in Salesforce and has already been pulled into JIRA.
New comments made in JIRA are automatically pushed to the related Case or Idea when they are first added to the JIRA issue based on the Automatically push new comments setting, if this is disabled, new comments are not automatically pushed to Salesforce and the user will need to selectively push the comments individually, please see Pushing a comment from JIRA to Salesforce for more details on how to individually push comments.
Existing comments, when edited within JIRA, will automatically update the corresponding comment in Salesforce, lets take the following scenario:
Lets say issue IS-1 has a comment "What version of the product are you using?" which has already been pushed to the Salesforce Case #0001928 as a comment with the same text, when the JIRA user edits the comment to "What version of the product and what environment are you using?", the comment in Salesforce will be updated immediately with the updated text.
Salesforce to JIRA
Comments from Salesforce are synchronized whenever the synchronization is triggered, this can be done via 2 ways: