Synchronizing incidents with Service Cloud cases via BMC Helix Integration Service

When a service desk agent creates an incident in BMC Helix ITSM, BMC Helix Multi-Cloud Broker creates a corresponding case in Salesforce Service Cloud. Similarly, when a case is created in Service Cloud, BMC Helix Multi-Cloud Broker creates a corresponding incident in BMC Helix ITSM. The trigger conditions that you specify when configuring BMC Helix Multi-Cloud Broker, define the criteria for cases to be created in Service Cloud.

For more information about incident management, see Incident brokering from BMC Helix ITSM into third-party applications.
For more information about ticket consolidation, see Consolidation of tickets from third-party applications into BMC Helix ITSM.

Before you begin

Complete all preconfiguration tasks before you configure Salesforce Service Cloud integration.

To select the integration option for Salesforce Service Cloud

Log in to BMC Helix Innovation Suite.
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.
To open the configuration page, click Settings .
Select Start Here > Quick Configuration Guide.
In the Step 1: Choose configuration tab, perform the following steps:
1. From the Choose configuration list, select the Helix integration service.

b. Select any of the following Service Cloud features that you want to configure and click Next:

- - Under Incident Brokering, select ITSM Incident to Salesforce Service Cloud
  - Under Ticket Consolidation, select Salesforce Service Cloud to ITSM Incident

The Perform configurations tab displays a list of the common configurations, the connectors, the flows, and the connector targets and processes that you need to configure as described in the next tasks.

To map Service Cloud vendor data to BMC Helix ITSM

Configuring vendor data includes setting up a vendor organization and defining vendor mappings for the technology provider. Vendor mapping ensures that your vendor is notified about changes to the BMC Helix ITSM fields by sending updates as a comment to the corresponding vendor ticket.

If you have not already done so, to set up the vendor organizations, on the Perform configurations tab, click Manage Vendor Organizations. For instructions, see Performing common preconfiguration tasks.
To add or update the vendor mapping, on the Perform configurations tab, click Manage Vendor Metadata.
On the Configure Vendor Metadata page, click to open the Map New Vendor page.
Enter a Description that makes it easy for you to identify the vendor metadata configuration.

Select the Ticketing Technology Provider.
The Ticketing Technology Provider is the application the vendor uses to manage tickets.

Vendor	Ticketing Technology Provider
Amazon	AWS
JIRA Software	JIRA
Salesforce Service Cloud	Service Cloud
CA Agile Central	Agile Central
BMC Helix ITSM	Vendor Remedy ITSM
JIRA Software Service Desk	JIRA Service Desk
Microsoft Azure Devops	Azure DevOps
Azure Monitor	Azure Alerts
IBM QRadar	QRadar
BMC TSOM	TrueSight Ops Mgmt for PSR

Click Add Mapping.
BMC Helix Multi-Cloud Broker displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.
Update the Instance URL with the ticketing technology provider server and port details.
To add or delete mapped field values, click Click { } to open the JSON editor, and modify Vendor Field Mapping and Display Field Mapping.
1. If required, update the existing Vendor Field Mapping.
  Vendor field mapping defines how BMC Helix Multi-Cloud Broker maps BMC Helix ITSM fields to vendor ticket fields.
2. If required, update the existing Display Field Mapping.
  Display field mapping defines how vendor ticket fields map to the fields on the Smart IT console.
From the Integration Platform list, select Integration Service.

10. If you do not want to resolve the ticket in BMC Helix ITSM when the corresponding ticket is closed by your vendor, select .

The default behavior is for BMC Helix Multi-Cloud Broker to resolve the BMC Helix ITSM ticket when the corresponding ticket is closed by the vendor.

To configure connectors for integrating BMC Helix ITSM and Service Cloud with BMC Helix Multi-Cloud Broker

For each feature you selected, complete the following procedure for the connectors listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure connectors in Integration Studio under Required Common Configurations.
You must configure the connectors listed for each feature, in addition to the connectors listed under Required Common Configuration.
To enter field values, select a connector, such as ITSM, and click Configuration.
You might need to click the arrow on the ribbon in the lower section of the screen to open the Configuration pane.
To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
To add or update the user account that is used to access the vendor application, click Accounts.

List of connectors for integration with Service Cloud

ITSM

Configuration
If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of ITSM, enter the following values:
Field Value
Site Select the site that you created for Remedy.
AR server Enter the name of your on-premises AR System server.
AR server port Enter the port number for your on-premises AR System server.

Account
Add a ITSM user account that has permissions to view business service requests and permissions to update incidents, change, or problem requests.

Multi-Cloud

Configuration
While activating BMC Helix Multi-Cloud Broker, BMC configures the Multi-Cloud connector. Do not modify the default Multi-Cloud connector configuration.

Account
BMC sets up the account for the Multi-Cloud connector.
Click to re-authenticate after you have changed the password for your tenant administrator user account in BMC Helix Innovation Studio.
For information about changing the user password, see Creating or modifying People data .

ServiceCloud

Configuration
Not applicable

Account
Add a Service Cloud user account that has permission to view and update cases. Add a user account that is at the highest level in the role hierarchy, so that all attachments from Service Cloud are visible. If you do not have a role hierarchy, create a role hierarchy and assign the appropriate roles to your users (agents) who create cases.

SMTP Email

Configuration
To send email notifications for errors, specify values for the following fields:
Field Value
Name Enter a name for the connector configuration.
Site Select the appropriate site for your email server.
Connection type Select the type of connection for your email server.

Account
Add an email account to be used for sending error notifications.

To configure flow triggers and field mappings between BMC Helix ITSM, BMC Helix Multi-Cloud Broker, and Service Cloud

For each feature you selected, complete this procedure for the flows listed on the Configuration Links page.

To navigate to BMC Helix Integration Service, on the Configuration Links page, click Configure flows in Integration Studio under Required Common Configurations.
You need to configure the flows listed for each feature, in addition to the flows listed under Required Common Configuration.
To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.
To create a copy of the flow template, click .
Select the appropriate accounts for the end-point connectors of the selected flow.
You specify the connector accounts when configuring connectors.
To update the name of the flow that you have copied from the flow template, select My Flow, open the flow that you copied, and update the title.
Specify the trigger Conditions and Field mapping, and click OK.
For more information about trigger conditions and field mappings, see the list of flows at the end of this procedure.
Click My Flows and select the flow that you created from the flow template.
To verify the target values for the trigger conditions and the field mappings, in the right pane, click Details.

List of flows for integration with Service Cloud

You must use the out-of-the-box flows based on the type of comment (feed item, feed comment, or case comment) that you want to add in a Salesforce Service Cloud case. For example, to view feed items only, you enable the flows that are related to feed item only.

Also, in a BMC Helix ITSM incident, the latest comment from a Service Cloud case is displayed at the top. For example, comment A was added at 10:00 A.M. and comment B was added at 11:00 A.M. In the BMC Helix ITSM incident, first, comment A is displayed and then comment B is displayed.

Create Brokered Incident

Trigger
In the Service field, specify the name of the Remedy business service for incident brokering. Incidents will not be brokered as expected if you do not specify the Service.
Note

The business service is the Technology Provider value that you specified when you configured the vendor data.
Field Mapping
Do not change the value of the following out-of-the-box field mappings:
Field Value
Company Company
Service Service
incidentNumber Incident Number
Note
You can change the following out-of-the-box field mappings:
- Summary
- Priority
However, we recommend that you retain the existing mappings. If you change the Priority field mapping, you need to set the transformations for source and target field values in the flow.

Create Incident Activity Note

Trigger
Field Value
Shared with Vendor True

Field Mapping

Do not change the following out-of-the-box field mappings.

Field	Value
post_type	comment#vendor
ticketNumber	Incident Number
Attachment Object 1.name	Attachment 1 filename
Attachment Object 1.content	Attachment 1
Attachment Object 2.name	Attachment 2 filename
Attachment Object 2.content	Attachment 2
Attachment Object 3.name	Attachment 3 filename
Attachment Object 3.content	Attachment 3

Note

You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

However, BMC recommends that you retain the existing mapping.

Create Incident Activity Note with Author (Remedy ITSM 9.1.06 or later)

Trigger
Field Value
Shared with Vendor True

Field Mapping

Do not change the following out-of-the-box field mappings.

Field	Value
post_type	comment#vendor
ticketNumber	Incident Number
Author	Full name
Attachment Object 1.name	Attachment 1 filename
Attachment Object 1.content	Attachment 1
Attachment Object 2.name	Attachment 2 filename
Attachment Object 2.content	Attachment 2
Attachment Object 3.name	Attachment 3 filename
Attachment Object 3.content	Attachment 3

Note

You can change the out-of-the-box field mapping for the text field. Default value is set to Notes.

However, BMC recommends that you retain the existing mapping.

By default, the Create Incident Activity Note flow is used. Instead of the default flow, if you want to use the Create Incident Activity Note with Author flow, you must make changes to the flow.

For more information about using the flow, see Updating flows.

Create Incident from Service Cloud

Trigger
Retain the values that are available out-of-the-box.

Field Mapping
Retain the values that are available out-of-the-box

Sync Service Cloud Case

Trigger
Retain the values that are available out-of-the-box.

Field Mapping
Do not change the following out-of-the-box field mappings.
Field Value
Status Status (transformation set as Closed > resolved)
Vendor Service Cloud
Vendor Ticket Id Case Number
Vendor Ticket Properties Retain the out-of-the-box properties mapping.

Sync Service Cloud Case Comment

Trigger
Retain the values that are available out-of-the-box.

Field Mapping
Do not change the following out-of-the-box field mappings.
Field Value
text Retain the prefix, "Service Cloud added a note"
post_type comment#remedy
ticket_type incident
Vendor Ticket Id Parent
commentId Case Comment ID

Sync Service Cloud Chatter Feed Comment

Trigger
Retain the values that are available out-of-the-box.

Field Mapping
Do not change the following out-of-the-box field mappings.

Field	Value
text	Comment Body
post_type	comment#remedy
ticket_type	incident
Vendor	Service Cloud
vendorTicketId	Parent
commentId	Feed Comment ID
Author	Created By
Attachment Object 1 name	Path On Client
Attachment Object 1 contents	Version Data

Multi-Cloud Worklog to Chatter feed

Trigger
Field Value
Condition is Retain the webhook condition
Attachment Group Id is empty

Field Mapping
Do not change the following out-of-the-box field mappings.
Field Value
Comment Body Remedy user, Author, added a work note, CommentText
Parent Type Case
Parent associatedGUID

Multi-Cloud Workflog with attachment to Service Cloud Chatter Feed

Trigger
Field Value
Condition is Retain the webhook condition
Attachment Group Id is not empty

Field Mapping
Do not change the following out-of-the-box field mappings.

Field	Value
Title	Attachment Object 1
Path On Client	Attachment Object 1
Version Data	Attachment Object 1
Comment Body	Remedy user, Author, added a work note, CommentText
Parent Type	Case
Parent	associatedGUID
Related Record	Attachment Object 1

Sync Service Cloud attachments

Trigger
The out-of-the-box trigger checks for attachments whose file names are prefixed with the string, Remedy. If required, you can update the trigger to change the string that BMC Helix Multi-Cloud Broker will check for in the attached file name.

Field Mapping
Retain the values that are available out-of-the-box.

Multi-Cloud Worklog to Service Cloud Chatter Feed Item

Trigger
Field Value
Condition is ${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
Include All Fields is true
Attachment Group Id is not empty NA

Field Mapping
- Flow Target 1 (Service Cloud - To create a new content version)
  The following mappings are provided out-of-the-box:
  Field Value
  Parent Type Note: The value of this field is set to Case. NA
  Parent associatedGUID
  Body CommentText

Multi-Cloud Worklog with attachment to Service Cloud Chatter Feed Item

Trigger
Field Value
Condition is ${webhookContext.466000228} ="Service Cloud" AND ${webhookContext.304412011} = "comment#vendor"
Include All Fields is true
Attachment Group Id is not empty NA

Field Mapping
- Flow Target 1 (Service Cloud - To create a new content version)
  The following mappings are provided out-of-the-box:
  Field Value
  Title Attachment Object 1
  Path on Client Attachment Object 1
  Version Data Attachment Object 1
- Flow Target 2 (Service Cloud - To create a new feed item)
  The following mappings are provided out-of-the-box:
  Field Value
  Parent Type
  Note: The value of this field is set to Case. NA
  Parent associatedGUID
  Body CommentText
  Related Record Attachment Object 1

Sync Service Cloud Chatter Feed Item

Trigger
Field Value
Body not starts with ITSM User
Parent Type equals Case
Is New is true NA
Feed Item Type is one of Text Post Content Post

Field Mapping
- Flow Target 1 (BMC Helix Multi-Cloud Broker)
  The following mappings are provided out-of-the-box:
  Field Value
  text Body
  post_type Note: The value of this field is set to comment#remedy. NA
  vendorTicketId Parent
  commentId Feed Item ID
  Author Created By
  Attachment Object 1
  name
  contents
  Path On Client
  Version Data

Sync Incident

Trigger
Field Value
Broker Vendor Name is not empty

Field Mapping
The following field mappings are provided out-of-the-box.
Field Value
incidentNumber Incident Number
Summary Summary
Description Notes
Status Status
Priority Priority
Urgency Urgency
Impact Impact

Send Error Notification

Trigger
Field Value
Flow Target Multi-Cloud

Field Mapping
Field Value
To
Enter the email account that will receive the error notification.
Subject
Flow Title
From
Note: The value of this field is set to Integration Service. NA
Note
You can change the following out-of-the-box field mappings:
- Subject
- From
However, BMC recommends that you retain the existing mappings.

To define connector targets for Service Cloud integration

BMC preconfigures the out-of-the-box connector targets for all BMC Helix Multi-Cloud Broker features. If you want to update the connector configuration or account information, update the connector target for the feature.

Warning

Do not delete the out-of-the-box connector targets.

To navigate to BMC Helix Innovation Suite, in the Configuration Links page, click Configure Connector Targets in Innovation Studio under Required Common Configurations.
You need to configure the connector targets listed for each feature on the Configuration Links page, in addition to the ones listed under Required Common Configuration.
Click the connector target you want to configure or click to configure a new connector target.

Enter or update the following values and save the configuration.

Field	Instructions
Name	Enter a unique name for the configuration. The name is associated with the process that is related to the connector you are configuring.
Connector Type	Select the connector type from the list of connectors available to you in BMC Helix Integration Service.
Configuration	Select a configuration from the list. For example, if you select qradar as the Connector Type, all the configurations that you have made for qradar are displayed in the Configuration list.
Profile	Select a profile. For example, if you select qradar as the Connector Type, all the profiles that you have created for qradar are displayed in the Configuration list.

List of connector targets for integration with Service Cloud

Connector Process Remedy ITSM

For the MCSM ITSM connector target, define the connection configuration and profile required by the connector process.

MCSM Service Cloud

For the connector targets, define the connection configuration and profile required by the connector process in BMC Helix Innovation Suite.

To enable activity note sharing by using the case comment component

The default option is to share activity notes through Chatter; however, in version 19.11, you can continue to use the case comment component if you have already configured flows for the feature.

If you only have the Service Cloud integration and you want to continue to use the case comment component, remove the webhook condition mapping, if it exits, from the Create Incident Activity Note with Author flow.
If you also have integrations with Azure DevOps and BMC Helix Remedyforce, perform the following steps:
1. Copy the existing Create Incident Activity Note or Create Incident Activity Note with Author information flow.
2. In the copied flow, in the trigger condition Broker Vendor Name equals, select Service Cloud.
3. In the existing flow, in the trigger condition Broker Vendor Name not equals , select Service Cloud .

Verify that comments are not shared for both case comment and Chatter by running the Create Incident Activity Note or Create Incident Activity Note with Author information flow.

To enable comment or attachment sharing between Salesforce Service Cloud Chatter and BMC Helix ITSM

In Service Cloud, you can create multiple Chatter feeds for a case. A case also has a default feed that gets created when the case is created. The comments from BMC Helix ITSM are sent to the default case feed of Service Cloud. In Service Cloud, users can link only one attachment to a Chatter feed comment. Because of this limitation, users can send only one attachment per activity note from BMC Helix ITSM to Service Cloud.

To share Chatter comments with BMC Helix ITSM through Chatter, create the Sync Service Cloud Chatter Feed Comment flow from the catalog.
If you have already configured case comments, you can continue to use the Sync Service Cloud Case Comment and Sync Service Cloud Attachments flows. For more information about creating flows, see Deploying custom flows, updated vendor mappings, and connector processes to production environments.
To share attachments only through Chatter, disable the Sync Service Cloud Attachments flow.
If the Sync Service Cloud Attachments flow is running and you use Chatter to send case attachments to BMC Helix ITSM, ensure that the attachments added to Chatter do not start with file name Remedy. The Sync Service Cloud Attachments flow contains a trigger condition (Title starts with Remedy) that checks the file name of the attachment. The trigger condition will share the attachments twice with BMC Helix ITSM since both the flows (Sync Service Cloud Chatter Feed Comment and Sync Service Cloud Attachments) send the attachment to ITSM.
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To share comments only through Chatter, disable or delete Sync Service Cloud Case Comment.

(Optional) To map a custom object in Salesforce Service Cloud with BMC Helix ITSM

You can map custom objects in Salesforce Service Cloud with BMC Helix ITSM incident fields. To know more, see Updating configurations to send and receive data from custom Salesforce Service Cloud objects.