Synchronizing Salesforce users with BMC Helix ITSM people records by using MuleSoft Anypoint Platform
BMC Helix iPaaS, powered by MuleSoft provides a prebuilt integration template that enables you to synchronize new people records in Salesforce with BMC Helix ITSM people records. To use the integration template with the values defined out of the box, you update the project configuration with details of your systems, and deploy the integration template.
The template provides the following capabilities:
Use case | Salesforce to BMC Helix ITSM |
|---|---|
Create a record | Creates a new people record in BMC Helix ITSM when a new people record is created in Salesforce |
Synchronize data | Synchronizes updates between the records in the two applications |
Salesforce to BMC Helix ITSM data flows
The following image gives an overview of the data flow for creating or updating user data from Salesforce to BMC Helix ITSM:
Before you begin
You require the following items to successfully set up and use this integration:
Required versions |
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|---|---|
Authentication and permissions |
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MuleSoft Anypoint platform subscription | A valid MuleSoft platform license Important: BMC provides pre-build integration templates for the MuleSoft platform, targeting common integration use cases for BMC products. To obtain a MuleSoft platform license, contact MuleSoft support. |
Others |
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Task 1: To download and deploy the integration template project
Download the Integration Template to Sync Salesforce users to ITSM 2022-07-01 file for the integration template.
- Log in to the MuleSoft Anypoint Platform and select Runtime Manager.
- To configure your integration template, click Deploy application.
To select the .jar file that you downloaded, and enter project details, on the Runtime tab of the Deploy Application page, select the following values:
Field name
Action
Application Name
Enter a unique name for your application.
Deployment Target
Select the space for deploying the application; for example, CloudHub.
Application File
Select Choose File > Upload file, and select the Integration template .jar file.
Runtime tab
Runtime version
Select the MuleSoft runtime version used to develop the application.
Worker size
Select a core size for your application.
The core size defines resource allocation for your application and impacts performance.
For more information about worker size, see Cloudhub workers.
Workers
Select the number of dedicated instances of Mule for the application.
Deploying your application with more than one worker balances incoming load across allocated worker nodes. It also provides a backup if any of the worker nodes is not responding.To add the template configuration values, on the Properties tab of the Deploy Application page, add the following mandatory values:
key
value
MuleSoft API Webhook properties
api.integrations.name
Enter the BMC Helix ITSM webhook name after the BHIP_ prefix.
api.integrations.profile.username
To configure the Webhook of the Profile type BASIC, enter the user name for authentication.
api.integrations.profile.password
For Webhook Profile type BASIC, enter the password for authentication.
ITSM connector properties
bmc.connector.protocol
Enter HTTPS.
bmc.connector.url
Enter the BMC Helix ITSM host URL with which you want to synchronize the Salesforce users.
bmc.connector.username
Enter the user ID to access BMC Helix Innovation Studio.
bmc.connector.password
Enter the password for the provided user ID.
bmc.property.client.senstivity
Enter Standard.
bmc.property.client.type
Enter Customer.
bmc.property.company
Enter the name of the company to which the user belongs.
bmc.property.profile.status
Enter the status for the company profile.
The default value is Proposed and you can change the value.
bmc.property.support.staff
For clients that belong to the support staff, change this value to Yes.
By default, the value of this variable is set to No.
The property specifies whether the client belongs to the support staff or not.
bmc.property.vip
For VIP clients, change this value to Yes.
By default, the value of this variable is set to No.
The property specifies whether the client is a VIP or not.
Salesforce connector properties
vendor.connector.protocol
Enter HTTPS.
vendor.connector.url
Enter the Salesforce host URL with which you want to synchronize BMC Helix ITSM people records.
The default value of this variable is login.salesforce.com.
vendor.connector.username
Enter the username to access Salesforce.
vendor.connector.password
Enter the password for the provided username.
vendor.connector.security.token
Enter the API security token for Salesforce if the specified username requires it.
vendor.property.apex.class.name
Enter the apex class name that calls any webhook API.
vendor.property.webhook.name
Enter the apex trigger name in the user class that uses Apex class to call Mulesoft API if there is any change in users.
Optionally, if you want to enable email notifications, add the following values:
Email configuration properties
email.property.protocol
Enter SMTP.
email.property.smtp
Enter the SMTP host details for email configuration.
email.property.sender
Enter the email address from which emails are sent.
email.property.recipients
Enter comma separated values of email addresses for recipients who should receive the notification emails.
email.property.username
Enter the username to access the SMTP server from which notification emails should be sent.
email.property.password
Enter the password for the user to access the SMTP server from which notification emails should be sent.
email.property.smtp.starttls
Specify whether you want to use a secure connection.
- Click Deploy Application.
While the application is being deployed, the log updates are displayed. After the application is successfully deployed, a green circle is displayed next to the template name.
Task 2: To enable the integration
To enable the integrations, you need to run the webhook creation scripts from your MuleSoft Anypoint Platform. These scripts automatically create the required webhooks for the integration.
- Log in to the MuleSoft Anypoint Platform and select Runtime Manager.
- On the Applications tab, click the project name.
- On the application details page, click Schedules.
Select the appropriate option from the list displayed, and click Run Now. The following options are available:
Schedule
Description
SFSC-Create-Integration-Apex-Class_Manual Trigger
Sets up the webhook in Salesforce and enables the integration to create a user record
SFSC-Create-Integration-Apex-Trigger-User-Sync_Manual Trigger
Sets up the webhook in Salesforce and enables the integration to synchronize the user records
SFSC-Purge-Integration-Apex-Class_Manual Trigger
Purges the webhooks created as a part of the SFSC-Create-Integration-Apex-Class_Manual Trigger schedule
SFSC-Purge-Integration-Apex-Trigger-User-Sync_Manual Trigger
Purges the webhooks created as a part of the SFSC-Create-Integration-Apex-Trigger-User-Sync_Manual Trigger schedule
After you enable the integration, whenever a new people record is created in Salesforce, a corresponding user record is created in BMC Helix ITSM. Updates made to the Salesforce people record are synchronized with the BMC Helix ITSM people record.