When creating a Salesforce Record from Jira, the user gets the "Error when trying to create Case: Cannot deserialize instance of reference from START_ARRAY value [line:1, column:38]" error.


  • Jira Server

  • Jira Cloud

Diagnostics Steps

Not applicable.


After a Salesforce record is created, mapping a multi-picklist Jira field (array <option>) with a Salesforce Id field (reference) triggers this error as both fields are not compatible with each other.


Not applicable.


Review the compatibility of all the mapped fields on the issue type that you are experiencing the error.

  1. Go to Apps > Salesforce > Bindings > Mappings.

  2. Click Mappings on the affected Issue type.

  3. Open the Compatibility Matrix documentation in a new tab.

  4. Ensure all the field mappings fulfill the compatibility matrix documentation rulings.

  5. The error will be resolved once the incompatible fields are edited or deleted.