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

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

This integration provides the following capabilities:

Use case

Incident brokering capabilities

Ticket consolidation capabilities

Create tickets

Create a case in Service Cloud for an incident created in BMC Helix ITSM.

Important: While creating an incident, in the Affected Service list, select Salesforce Chatter Service.

Create an incident in BMC Helix ITSM for a case created in Service Cloud.

Synchronize comments

Create feed items and feed comments in a Service Cloud case from a worklog in a BMC Helix ITSM incident, with and without attachments.

Important: To display the incident worklog details in the corresponding case, while adding the worklog, select Share with Case and Public checkboxes.

Create worklogs in BMC Helix ITSM incident from a Service Cloud case feed comment and feed item, with and without attachments.

Synchronize updates

Not applicable

Update the vendor data in BMC Helix ITSM for a case that is updated in Service Cloud.

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

Before you begin

Make sure you have the following actions:

Access to MuleSoft Anypoint Platform
Administrator access to BMC Helix Innovation Studio, BMC Helix Multi-Cloud Broker and BMC Helix ITSM to run this integration.
Administrator access to the Service Cloud account and the Service Cloud security token.
The MuleSoft instance URL is added in the Remote Site Settings field in Service Cloud.
A read-only custom field named Corelation_ID (label: Corelation ID) is 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.jar project file downloaded to your system from the BMC Helix Multi-Cloud Broker page on the Electronic Product Distribution site.
If you use Kafka, the mcbVendor topic is created manually.

Service Cloud to BMC Helix ITSM flow

BMC Helix ITSM to Service Cloud flow

Task 1: To configure the integration

Log in to BMC Helix Innovation Studio.
On Workspace, click Multi-Cloud Broker.
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.
Click Settings .
Select Start Here > Quick Configuration Guide.
The Quick Configuration Guide page is displayed.
On the Step 1: Choose configuration tab, perform the following steps:
1. From the Choose configuration list, select Helix iPaaS(powered by MuleSoft).
2. 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.

On the Step 2: Perform configurations tab, perform the following steps:

Add an operating organization, if you have not already done so.
Add Salesforce as the vendor organization, if you have not already done so.

To add vendor metadata for Service Cloud, click Map vendors, and perform the following steps:

On the Map Vendors page, click Map Vendor.

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	Do not change 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 be displayed 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.
Integration Platform	From the list, select MuleSoft.

Click Save.

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

Task 2: To deploy the integration template project

Log in to MuleSoft Anypoint Platform and select Runtime Manager.
On the Applications tab, click Deploy application and select the .jar file that you downloaded.

On the Deploy Application page, on the Runtime tab, select the following values in the fields displayed:

Field name	Value
Application Name	Unique name for your application
Deployment Target	Deployment space
Application File	Integration template .jar file
Runtime tab
Runtime version	Latest runtime version
Work size	Available core sizes for your application
Workers	Number of dedicated instances of Mule for the application

Important

Once you deploy the application, enter your application URL in Remote Site Settings in Service Cloud. This makes sure that Service Cloud whitelists your application and creates an incident in BMC Helix ITSM.

Click to view where to add your application URL

On the Deploy Application page, in Settings, on the Properties tab, add the following values in the keys displayed:

Key	Action
Kafka properties
kafka.use	The default value of this key is false. Enable or disable Kafka based queuing mechanism for incoming webhook requests for fault tolerance.
kafka.bootstrap.server	Enter the Kafka server URL in the following format: `<hostname>:<port>` Important: If the Kafka messaging system is disabled, enter localhost:9092 in this key.
MuleSoft API Webhook properties
api.integrations.name	Enter the name of the API that is created in BMC Helix iPaaS, powered by MuleSoft to receive BMC Helix Multi-Cloud Broker webhook requests. Use the following syntax to enter the API name: `BHIP_<APIName>` For example, BHIP_CreateIncident.
api.integrations.profile.username	Enter the user name for the Basic type of authentication to configure the webhook.
api.integrations.profile.password	Enter the password for the user name that you provided earlier.
Salesforce Service Cloud properties
vendor.connector.url	Enter the Service Cloud instance URL in the following format: `[http/https]://[host name and port]/services/Soap/u/[version number]`
vendor.connector.username	Enter the user name to enable access to Service Cloud.
vendor.connector.password	Enter the password for the user name that you provided earlier.
vendor.connector.security.token	Enter the API security token for Service Cloud if the user requires it.
vendor.property.apex.name	Enter a name for the Service Cloud apex class; for example, enter SFSC_MCB.
vendor.property.apex.create.condition	Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.
vendor.property.apex.update.condition	Enter a trigger condition in the SOQL format to filter cases from Service Cloud; for example, enter Status = 'Escalated'.
BMC Helix Multi-Cloud Broker properties
mcb.connector.protocol	Enter HTTP or HTTPS.
mcb.connector.url	Enter the BMC Helix Multi-Cloud Broker URL to which the Service Cloud cases should be synchronized.
mcb.connector.username	Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.
mcb.connector.password	Enter the password for the provided user name.
mcb.property.vendor	Enter the name of the vendor with which you are integrating BMC Helix ITSM; for example, enter Service Cloud.
BMC Helix ITSM properties
itsm.property.company.name	Enter the company name for which the integration template needs to be run; for example, Calbro Services.
itsm.property.first.name	Enter the first name of the BMC Helix ITSM customer.
itsm.property.last.name	Enter the last name of the BMC Helix ITSM customer.
itsm.property.incident.type	Enter any of the following incident types that you want to create for the corresponding case: User Service Restoration User Service Request Infrastructure Restoration Infrastructure Event Security Incident
Email properties
email.property.protocol	Enter SMTP or SMTPS.
email.property.smtp	Enter the SMTP server details in the following format: `[SMTP Server>[:<SMTP Port>]`
email.property.sender	Enter the email address from which you want to send the emails.
email.property.recepients	Enter the email address of the user to whom you want to send the emails. You can add multiple email addresses by using comma separated values. For example, allen@calbro.com, mary@abc.com.
email.property.username	Enter the user name to access the SMTP server.
email.property.password	Enter the password for the user name that you provided earlier.
email.property.smtp.starttls	The default value of this key is false. It is used to enable or disable the Transport Layer Security (TLS) handshake. If required, you can change the value to true.

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.

(Optional) Task 3: To verify and update field mappings defined for the template

After you deploy the application in MuleSoft Anypoint Platform, export the project.
Log in to MuleSoft Anypoint Studio and import the project.
Select projectName > src/main/resources > config.
Double-click the mule-mappings.yaml file, update the <app>Field value to modify the mapping for the field, and then save the file.
Select the project name and then select File > Export.
On the Select dialog box, select Mule > Anypoint Studio Project to Mule Deployable Archive (includes Studio metadata), and click Next.
On the Export Mule Project dialog box, click the ellipses (...) and select the location and name for the file.
Select the following options:
- Attach project sources
- Include project modules and dependencies
Click Finish.
Deploy the application on the MuleSoft Anypoint platform.

Task 4: To enable the integration

After you deploy the integration project, you run the schedules to create webhooks automatically.

On the application details page, click Schedules.

From the following list, select the appropriate schedule and click Run Now:

Important

Run one Service Cloud schedule at a time to create one Service Cloud webhook at a time.
First, create the Apex Class webhook and then create the Apex Trigger webhook.
At a time, run all the BMC Helix Multi-Cloud Broker schedules to create all the webhooks together or run one BMC Helix Multi-Cloud Broker schedule to create one webhook.

Schedule name	Description
Schedules for create operations from BMC Helix ITSM to Service Cloud
MCB-Create-Integration-Create-VendorTicket_Manual Trigger	Creates a Service Cloud case when an incident is created in BMC Helix ITSM.
MCB-Create-Integration-Create-VendorWorklog_Manual Trigger	Creates a feed item or feed comment in a case when an activity note is added to the corresponding incident.
MCB-Create-Integration-Tag-VendorTicket_Manual Trigger	Tags a case with the corresponding incident number.
MCB-Create-Integration-Close-VendorTicket_Manual Trigger	Closes a case when the corresponding incident is closed.
Schedules for pause operations BMC Helix ITSM to Service Cloud
MCB-Pause-Integration-Create-VendorTicket_Manual Trigger	Pauses the creation of a Service Cloud case from a BMC Helix ITSM incident.
MCB-Pause-Integration-Create-VendorWorklog_Manual Trigger	Pauses the creation of a feed item or feed comment in a case when an activity note is added in the corresponding incident.
MCB-Pause-Integration-Tag-VendorTicket_Manual Trigger	Pauses tagging of a case with the corresponding incident number.
MCB-Pause-Integration-Close-VendorTicket_Manual Trigger	Pauses closing a case when the corresponding incident is closed.
Schedules for resume operations BMC Helix ITSM to Service Cloud
MCB-Resume-Integration-Create-VendorTicket_Manual Trigger	Resumes creating a Service Cloud case from a BMC Helix ITSM incident.
MCB-Resume-Integration-Create-VendorWorklog_Manual Trigger	Resumes creating a feed item or feed comment in a case when an activity note is added in the corresponding incident.
MCB-Resume-Integration-Tag-VendorTicket_Manual Trigger	Resumes tagging a case with the corresponding incident number.
MCB-Resume-Integration-Close-VendorTicket_Manual Trigger	Resumes closing a case when the corresponding incident is closed.
Schedules for purge operations BMC Helix ITSM to Service Cloud
MCB-Purge-Integration-Create-VendorTicket_Manual Trigger	Removes the existing webhook that creates a Service Cloud case from a BMC Helix ITSM incident.
MCB-Purge-Integration-Create-VendorWorklog_Manual Trigger	Removes the existing webhook that creates a feed item or feed comment in a case when an activity note is added in the corresponding incident.
MCB-Purge-Integration-Tag-VendorTicket_Manual Trigger	Removes the existing webhook that tags a case with the corresponding incident number.
MCB-Purge-Integration-Close-VendorTicket_Manual Trigger	Removes the existing webhook that closes a case when the corresponding incident is closed.
Schedules for create operations from Service Cloud to BMC Helix ITSM
SFSC-Create-Integration-Apex-Class_Manual Trigger	Creates communication layer for events that are triggered in Service Cloud
SFSC-Create-Integration-Apex-Trigger-Case-Create_Manual Trigger	Creates a BMC Helix ITSM incident when a case is created in Service Cloud.
SFSC-Create-Integration-Apex-Trigger-Case-Sync_Manual Trigger	Synchronizes a case with the corresponding incident.
SFSC-Create-Integration-Apex-Trigger-Case-Update_Manual Trigger	Updates an incident when the corresponding case is updated.
SFSC-Create-Integration-Apex-Trigger-FeedComment-Sync_Manual Trigger	Creates an activity note in an incident when a feed comment is added to the corresponding case.
SFSC-Create-Integration-Apex-Trigger-FeedItem-Sync_Manual Trigger	Creates an activity note in an incident when a feed item is added to the corresponding case.
Schedules for pause operations from Service Cloud to BMC Helix ITSM
SFSC-Pause-Integration-Apex-Class_Manual Trigger	Pauses the creation of the communication layer for events that are triggered in Service Cloud.
SFSC-Pause-Integration-Apex-Trigger-Case-Create_Manual Trigger	Pauses the creation of a BMC Helix ITSM incident when a case is created in Service Cloud.
SFSC-Pause-Integration-Apex-Trigger-Case-Sync_Manual Trigger	Pauses the synchronization of a case with the corresponding incident.
SFSC-Pause-Integration-Apex-Trigger-Case-Update_Manual Trigger	Pauses the updation of an incident when the corresponding case is updated.
SFSC-Pause-Integration-Apex-Trigger-FeedComment-Sync_Manual Trigger	Pauses the synchronization of a feed comment in a case with an activity note in the corresponding incident.
SFSC-Pause-Integration-Apex-Trigger-FeedItem-Sync_Manual Trigger	Pauses the synchronization of a feed item in a case with an activity note in the corresponding incident.
Schedules for resume operations from Service Cloud to BMC Helix ITSM
SFSC-Resume-Integration-Apex-Trigger-Case-Create_Manual Trigger	Resumes the creation of a BMC Helix ITSM incident when a case is created in Service Cloud.
SFSC-Resume-Integration-Apex-Trigger-Case-Sync_Manual Trigger	Resumes the synchronization of a case with the corresponding incident.
SFSC-Resume-Integration-Apex-Trigger-Case-Update_Manual Trigger	Resumes the updation of an incident when the corresponding case is updated.
SFSC-Resume-Integration-Apex-Trigger-FeedComment-Sync_Manual Trigger	Resumes the synchronization of a feed comment in a case with an activity note in the corresponding incident.
SFSC-Resume-Integration-Apex-Trigger-FeedItem-Sync_Manual Trigger	Resumes the synchronization of a feed item in a case with an activity note in the corresponding incident.
Schedules for purge operations from Service Cloud to BMC Helix ITSM
SFSC-Purge-Integration-Apex-Trigger-Case-Create_Manual Trigger	Removes the webhook that creates a BMC Helix ITSM incident when a case is created in Service Cloud.
SFSC-Purge-Integration-Apex-Trigger-Case-Sync_Manual Trigger	Removes the webhook that synchronizes a case with the corresponding incident.
SFSC-Purge-Integration-Apex-Trigger-Case-Update_Manual Trigger	Removes the webhook that updates an incident when the corresponding case is updated.
SFSC-Purge-Integration-Apex-Trigger-FeedComment-Sync_Manual Trigger	Removes the webhook that synchronizes a feed comment with an activity note in the corresponding incident.
SFSC-Purge-Integration-Apex-Trigger-FeedItem-Sync_Manual Trigger	Removes the webhook that synchronizes a feed item with an activity note in the corresponding incident.

After you run the integration, when an incident is created or updated in BMC Helix ITSM, the corresponding Service Cloud case is also created or updated, and the converse is true.

(Optional) Task 5: 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.