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:

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: 

Task 1: To download and deploy the integration template project

1. Download the Integration Template to Sync Salesforce users to ITSM 2022-07-01 file for the integration template.

2. Log in to the MuleSoft Anypoint Platform and select Runtime Manager. 

3. To configure your integration template, click Deploy application.

4. 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.

5. 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.

6. 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.

7. 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.

1. Log in to the MuleSoft Anypoint Platform and select Runtime Manager. 

2. On the Applications tab, click the project name.

3. On the application details page, click Schedules. 

4. 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.