Collecting Remedyforce data as events

Connect to your Remedyforce account to collect IT service management ticket information as events in TrueSight Intelligence. You can poll data regularly to bring in real-time events and watch for spikes and trends, and you can ingest historical events for a retrospective analysis to understand key trends and patterns in ticket data. You can also use event clustering for advanced analytics.


Prerequisites

You must have a Remedyforce account and the required credentials to log in to it.

Ensure that pop-up windows are enabled in your browser so that you can enter the Remedyforce account credentials.

To configure a Remedyforce account integration

  1. Click > Data Collection > Remedyforce and click Add to integrate and collect data from your Remedyforce account.

  2. In the Basic Configuration section, provide the details required to configure data collection from Remedyforce:

    1. Enter an instance Name and an optional Description to represent the Remedyforce integration.
    2. Enter or select a TrueSight Intelligence App Name to which you want to associate the events from Remedyforce.
    3. Select the Remedyforce Ticket Type that you want to collect: Incident or Change.
      Create separate integration instances for different ticket types.
    4. Select a Remedyforce Environment from which to collect your data: Production or Sandbox.
    5. Click Link to a Remedyforce Account to open the Salesforce login screen.

      Enter your Remedyforce username and password to log in, and then click Allow to enable access to the Remedyforce data.

      Warning

      You can associate up to four instances per Remedyforce account. If you add more than four instances, the oldest instance becomes invalid. To use an invalid instance again, you must click the button to refresh the link to the Remedyforce account.

      At any time, only four instances are valid for a single Remedyforce account.

    6. Click Continue.
  3. In the Field Mapping section, select the mapping configuration between TrueSight Intelligence event fields and Remedyforce event fields.
    By default, TrueSight Intelligence automatically maps the Remedyforce event field names to TrueSight Intelligence event field names.
    Edit the mapping as required for your system.
    1. (Optional) If you want to use a previously saved field mapping template, select one from the Template list.
    2. To adjust mapped values, select TrueSight Intelligence's TSI Field Name and then select the Remedyforce Level1 Field Name to map the value.
      If the Remedyforce Level1 field is a reference, then you must select a Remedyforce Level2 Field Name value.
      The following image shows Remedyforce Level1 and Level2 fields.
      Field mapping with one and two level event fields
    3. (Optional) To uniquely identify an event from Remedyforce, select Fingerprint for one or more rows to use the field names as an identifier.
    4. Click the Delete icon to remove mapped fields, or add a new field at the bottom of the list.
    5. (Optional) To save the current mapping for future instances, select Save as a template and then enter a template name.
      All administrators of the account can access templates.
    6. Click Continue.
  4. From the Filters section, select one or more Remedyforce ticket statuses that you want to collect, and then click Continue.
    If no statuses are selected (the default), then every ticket status is collected. If you select one or more statuses, you filter the list to collect only the selected statuses. 
  5. From the Collection section, provide the following details for real-time ingestion, historical ingestion, or both:
    • For Real-Time Polling (enabled by default), set the number of minutes for the Poll Interval to poll Remedyforce for data.
    • For Historical Ingestion (disabled by default), select the Time Range that you want to collect data.
  6. Click Save.

To examine ingestion progress and errors for historical data

After you save or update the time range for historical integration, you can examine the progress and ingestion errors.

  1. Click > Data Collection > Remedyforce and open the saved or updated integration.
  2. Scroll to the Collection section and examine the progress.
    The following image shows the selected time range, a progress bar, and pie chart showing the number of successful and failed data entries.
    Progress of historical ingestion
    If you want to cancel a historical ingestion, click the toggle switch to disable the collection and click Update.
  3. When event ingestion is complete, click the pie chart to examine the details of failed items.
    After you fix the issues, click Retry to try to ingest them again.

To enable or disable a Remedyforce integration instance

You can enable or disable a Remedyforce integration instance. A disabled instance cannot ingest new data.

  1. Click > Data Collection > Remedyforce to examine Remedyforce instance integrations.
  2. To enable or disable an instance, click the toggle switch in the tile that represents a Remedyforce integration instance.
    Likewise, you can click to open a Remedyforce integration, toggle the switch in the upper-right corner of the screen, and click Update.

To delete a Remedyforce integration instance

You can delete a Remedyforce integration instance. The app and the data already collected remain.

  1. Click > Data Collection > Remedyforce to examine Remedyforce instance integrations.
  2. Click to open a Remedyforce integration and click Delete in the upper-right corner of the screen.
  3. Follow the instructions on the confirmation box to delete the integration instance.

Where to go from here

Examine the Remedyforce event data from the Apps or Events pages.

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