Synchronizing incidents with Service Cloud cases via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with Salesforce Service Cloud to synchronize BMC Helix ITSM incidents with Service Cloud cases. With this integration, your agents can consolidate the Service Cloud cases into BMC Helix ITSM, and also broker BMC Helix ITSM incidents to Service Cloud.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit, provides an out-of-the-box integration template that you use to integrate BMC Helix ITSM and Service Cloud. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS environment.

This integration provides the following capabilities:

The following image gives an overview of the capabilities that this integration supports:

Before you begin

Make sure you have the following items:

• A valid  BMC Helix iPaaS, powered by Jitterbit   subscription.

• Administrator access to the Service Cloud account and the Service Cloud security token.
• Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration.
• A read-only custom field named Corelation_ID (label: Corelation ID) created under a case in Service Cloud.
  The field should accept 50 character alphanumeric value. This field gets updated with the Remedy Incident Number value from the BMC Helix Multi-Cloud Broker incident.

• The Sync BMC Helix ITSM incident and Salesforce ServiceCloud case Update 2022-03-01 project file downloaded to your system from the BMC Helix Multi-Cloud Broker page on the Electronic Product Distribution site.

View the Service Cloud case details in the BMC Helix ITSM incident

After you implement the integration by using BMC Helix iPaaS, powered by Jitterbit, you can view the Service Cloud case details in the corresponding BMC Helix ITSM incident.

Service Cloud to BMC Helix ITSM flow

BMC Helix ITSM to Service Cloud flow

Task 1: To configure the integration

1. Log in to BMC Helix Innovation Studio.
2. On Workspace, click Multi-Cloud Broker.

3. To launch BMC Helix Multi-Cloud Broker, click Visit Deployed Application.
   

   Tip

   You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

4. Click Settings .
5. Select Start Here > Quick Configuration Guide.
   The Quick Configuration Guide page is displayed.

6. In the Step 1: Choose configuration tab, perform the following steps:

   Important

   In Choose configuration, Helix iPaaS(powered by Jitterbit) is selected by default. Do not change this value.

   1.  Select any of the following features and click Next:
      
      • To broker incidents from BMC Helix ITSM to Salesforce Service Cloud, under Incident Brokering, select ITSM Incident to Salesforce Service Cloud.
        
        
      • To consolidate cases from Salesforce Service Cloud to BMC Helix ITSM, under Ticket Consolidation, select Salesforce Service Cloud to ITSM Incident.
        
        
7. In the Step 2: Perform configurations tab, perform the following steps:
   1. Add an operating organization, if you have not already done so.
   2. Add Salesforce as the vendor organization, if you have not already done so.
   3. To add vendor metadata for Service Cloud, click Map vendors, and perform the following steps:
      1. On the Map Vendors page, click Map Vendor.

      2. Complete the fields as described in the following table:

         Field	Action
         Description	Enter a description for the Service Cloud vendor metadata configuration.
         Ticketing Technology Provider	From the list, select Service Cloud.
         (Optional) Instance Name	If you are using multiple instances of Service Cloud, enter the instance name that you are using to identify it.
         Add Mapping	After you select the ticketing technology provider, click Add Mapping. BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.
         InstanceURL	If you have clicked Add Mapping, this field is auto-populated.  Update the URL and replace the Service Cloud server with the correct host name.
         Vendor Field Mapping	You must not update the default mappings.
         Display Field Mapping	By default, the basic Service Cloud fields are mapped in this section. If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .
         Enable Local ITSM Communication	By default, this toggle key is enabled.  If you want to use BMC Helix Integration Service as the underlying integration platform, disable this toggle key.
         Resolve Incident Ticket When Vendor Closes It	By default, this toggle key is enabled so that when a Service Cloud case is closed, the corresponding BMC Helix ITSM incident is also closed. You can disable the toggle key, if required.

      3. Click Save.

   4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:

      1. From the Select trigger event for incident list, select the operation for which you want to fetch the incidents.

      2. In Advanced filter, select any of the available filters.

      3. Click Save.
         
         When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker.

   5. In the Configure Service Cloud integration section, refer the configuration steps listed and select the check boxes as you complete each step.

   6. Click Save.

Task 2: To import the integration template project file

1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
2. Select your organization.
3. On the projects page, click Import.

4. Click Browse to navigate to and select the JSON project file that you downloaded from the Electronic Product Distribution site.
   The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.

5. From the Environment list, select the environment to which you want to import this integration template, and click Import.
   The project opens after the integration template is imported. 
6. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

1. Click the ellipsis ... next to the project name and select Project Variables.
   
2. Update the project variables as described in the following tables:

   • BMC Helix iPaaS variables
     
     

     Project variable	Action
     BHIP_API_NAME	Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests. The default value of this variable is BMCHelixITSMIncidentAndServiceCloudCase.
     BHIP_API_User_Roles	Specify the organization roles that should have access to the new API. You can add multiple comma separated values. Important: If you do not specify any value, all the organization roles get access to the new API.
     BHIP_MCB_API_Profile_User_Name	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the user name for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API.
     BHIP_MCB_API_Profile_User_Password	The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker. Enter the password for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API.
     BHIP_Vendor_API_Profile_Type	The integration templates create APIs to accept requests from a vendor. Enter one of the following API authentication mechanisms that you want to use with this API: BASIC ANONYMOUS APIKEY
     BHIP_Vendor_API_Profile_User_Name	Enter the user name for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
     BHIP_Vendor_API_Profile_User_Password	Enter the password for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable, only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.
     BHIP_Vendor_API_Profile_ApiKey_Name	Enter the APIKEY name for the security profile that you want to use with the vendor API.  Important: Provide a value for this variable, only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.
     BHIP_Host	Enter the BMC Helix iPaaS instance URL where you want to run this project. Important: Make sure that you do not enter any leading and trailing spaces.
     BHIP_User_Name	Enter the user name for the BMC Helix iPaaS instance.
     BHIP_User_Password	Enter the password for the BMC Helix iPaaSS instance.
     Enable_BMC_Helix_To_Vendor_Integration	By default, this variable is set to true. Important: This variable enables the creation of Service Cloud cases from BMC Helix ITSM incidents, and synchronization of updates and comment.
     Enable_Vendor_To_BMC_Helix_Integration	By default, this variable is set to true. Important: This variable enables the creation of BMC Helix ITSM incidents from Service Cloud cases, and synchronization of updates and comment.

   • Service Cloud variables
     
     

     Important

     You must register the BMC Helix iPaaS API (Vendor to MCB) URL in Remote Site Setting in Salesforce Service Cloud. This ensures that Salesforce Service Cloud whitelists the URL and enables a custom code to call the BMC Helix iPaaS API (Vendor to MCB) URL.

     Project variable	Action
     ServiceCloud_User_Name	Enter the user name that enables you to interact with Salesforce Service Cloud.
     ServiceCloud_User_Password	Enter the password for the user name that you provided.
     ServiceCloud_Security_Token	Enter the API security token for Salesforce if the user requires it.
     ServiceCloud_Apex_Name	The default value of this variable is BHIP_SFSC_MCSM. If required, you can change it.
     ServiceCloud_Host	Enter the Service Cloud instance URL in the following format: [http/https]://[host name and port] Important: Make sure that you do not enter any leading and trailing spaces.
     ServiceCloud_Apex_Case_Create_Filter	Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.
     ServiceCloud_Apex_Case_Update_Filter	Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.

   • BMC Helix Multi-Cloud Broker variables

     Project variable	Action
     MCB_Host	Enter the BMC Helix Multi-Cloud Broker host URL to which Service Cloud cases should be synchronized. Important: Make sure that you do not enter any leading and trailing spaces.
     MCB_User_Name	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
     MCB_User_Password	Enter the password for the provided username.
     MCB_Vendor_Name	This variable is autopopulated. You must not change the value.

     The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate Service Cloud fields if the data is available:

     Project variable	Action
     ITSM_Company_Name	Enter the company name for which the integration template needs to be run; for example, Calbro Services
     ITSM_Customer_First_Name	Enter the first name of the BMC Helix ITSM customer.
     ITSM_Customer_Last_Name	Enter the last name of the BMC Helix ITSM customer.
     ITSM_Incident_Type	Enter any of the following incident types for which a corresponding Service Cloud case should be created: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident The default value of this variable is set to User Service Restoration.

Task 3: To refresh activity schemas for Service Cloud and BMC Helix Multi-Cloud Broker activities

You need to perform this task only when you use custom fields in the template.

To refresh the activity schema, perform the following steps:

1. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
2. Open the required integration template as required.
3. Open the activity that you want to refresh.
4. On the Schema page, click Refresh.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

Refer to the following image that shows the steps to deploy the project then enable it by deploying the workflow:

(Optional) Task 5: To set the time for API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.

2. Open any of the following APIs:

   • BMC_Helix_ITSM_Incident_And_ServiceCloud_Case_MCB_To_Vendor—This API creates a Service Cloud case from a BMC Helix ITSM incident.
   • BMC_Helix_ITSM_Incident_And_ServiceCloud_Case_Vendor_To_MCB—This API creates a BMC Helix ITSM incident from a Service Cloud case.

3. Select Enable Debug Mode Until: and set it for the required date and time.

4. Save and publish the API.

(Optional) Task 6: To map a custom field between BMC Helix ITSM and Service Cloud

You can map custom fields between BMC Helix ITSM and Service Cloud. To learn about the steps to map the custom fields, see Mapping custom fields for integrations by using BMC Helix iPaaS, powered by Jitterbit.

Related topics

Getting started with BMC Helix Multi-Cloud Broker

Leveraging integration technologies to integrate BMC Helix ITSM and third-party applications