This documentation supports the 20.02 version of BMC Helix Multi-Cloud Service Management.

Enabling prebuilt integration with Salesforce Service Cloud

When a service desk agent creates an incident in Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM), BMC Helix Multi-Cloud Service Management creates a corresponding incident in Salesforce Service Cloud. Similarly, when an incident is created in Service Cloud, BMC Helix Multi-Cloud Service Management creates a corresponding incident in Remedy ITSM. The trigger conditions that you specify when configuring BMC Helix Multi-Cloud Service Management, define the criteria for incidents to be created in Service Cloud.

Before you begin

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

To select the integration option for Salesforce Service Cloud

  1. Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
  2. From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
  3. To launch BMC Helix Multi-Cloud Service Management, on the top-right corner of the page, click Visit Deployed Application.

    Tip

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

  4. To open the configuration page, click Settings.
  5. Select Start Here > Quick Configuration Guide.
    BMC Helix Multi-Cloud Service Management lists the features available to you.

6. Select the Service Cloud features that you want to configure and click Done:

    • Remedy Incident to Salesforce Service Cloud under Incident Brokering
    • Salesforce Service Cloud to Remedy Incident under Ticket Consolidation

The Configuration Links page 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 Remedy ITSM or Remedy with Smart IT

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 Remedy ITSM fields by sending updates as a comment to the corresponding vendor ticket.

  1. If you have not already done so, to set up the vendor organizations, on the Configuration Links page, click Manage Vendor Organizations. For instructions, see Performing preconfiguration tasks.

  2. To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.

  3. On the Map Vendors screen, click  to open the Map New Vendor page.

  4. Enter a Description that makes it easy for you to identify the vendor metadata configuration.

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

    VendorTicketing Technology Provider
    AmazonAWS
    JIRA SoftwareJIRA
    Salesforce Service CloudService Cloud
    CA Agile CentralAgile Central
    Remedy ITSMVendor Remedy ITSM
    JIRA Software Service DeskJIRA Service Desk
    Microsoft Azure DevopsAzure DevOps
    Azure MonitorAzure Alerts
    IBM QRadarQRadar
    BMC TSOMTrueSight Ops Mgmt for PSR
  6. Click Add Mapping.
    BMC Helix Multi-Cloud Service Management displays the default Instance URL, Vendor Field Mapping and Display Field Mapping.

  7. Update the Instance URL with the ticketing technology provider server and port details.
  8. 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 Service Management maps Remedy 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.

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

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

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

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

  1. 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.

  2. To enter field values, select a connector, such as Remedy 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.

  3. To update the configuration defaults, enter the appropriate field values by referring to the list of connectors at the end of this procedure.
  4. 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 Service Management with an on-premises instance of Remedy ITSM, enter the following values:

    FieldValue
    SiteSelect the site that you created for Remedy.
    AR serverEnter the name of your on-premises AR System server.
    AR server portEnter the port number for your on-premises AR System server.
  • Account
    Add a Remedy 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 Service Management, 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 Person 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:

    FieldValue
    NameEnter a name for the connector configuration.
    SiteSelect the appropriate site for your email server.
    Connection typeSelect 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 Remedy ITSM, BMC Helix Multi-Cloud Service Management, and Service Cloud

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

  1. 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.

  2. To open the flow template page, on the Catalog tab in Integration Studio, click the flow you want to configure.

  3. To create a copy of the flow template, click .


  4. Select the appropriate accounts for the end-point connectors of the selected flow.
    You specify the connector accounts when configuring connectors.
  5. 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.
  6. 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.

  7. Click My Flows and select the flow that you created from the flow template.
  8. 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


 Create Brokered Incident

  • Trigger
    Specify the name of the Remedy business service for incident brokering in the Service field. 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 following out-of-the-box field mappings.

    FieldValue
    CompanyCompany
    ServiceService
    incidentNumberIncident Number

    Note

    You can change the following out-of-the-box field mappings:

    • Summary
    • Priority

    However, BMC recommends 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

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 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

    FieldValue
    Shared with VendorTrue
  • Field Mapping

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

    FieldValue
    post_typecomment#vendor
    ticketNumberIncident Number
    AuthorFull name
    Attachment Object 1.nameAttachment 1 filename
    Attachment Object 1.contentAttachment 1
    Attachment Object 2.nameAttachment 2 filename
    Attachment Object 2.contentAttachment 2
    Attachment Object 3.nameAttachment 3 filename
    Attachment Object 3.contentAttachment 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
    Do not change the out-of-the-box trigger conditions.
  • Field Mapping
    Do not change the out-of-the-box field mappings.


 Sync Service Cloud Case
  • Trigger
    Do not change the out-of-the-box trigger conditions.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    StatusStatus (transformation set as  Closed  >  resolved )
    VendorService Cloud
    Vendor Ticket IdCase Number
    Vendor Ticket PropertiesRetain the out-of-the-box properties mapping.


 Sync Service Cloud Case Comment
  • Trigger

    Do not change the out-of-the-box trigger conditions.

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

    FieldValue
    textService Cloud added a note
    post_typecomment#remedy
    ticket_typeincident
    Vendor Ticket IdParent
    commentIdCase Comment ID


 Sync Service Cloud Chatter feed comment
  • Trigger
    Do not change the out-of-the-box trigger conditions.
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    textComment Body
    post_typecomment#remedy
    ticket_typeincident
    VendorService Cloud
    vendorTicketIdParent
    commentIdFeed Comment ID
    AuthorCreated By
    Attachment Object 1 name Path On Client
    Attachment Object 1 contents Version Data


 Multi-Cloud Worklog to Service Cloud Chatter feed comment
  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    Comment BodyRemedy user, Author, added a work note: CommentText
    Parent TypeCase
    ParentassociatedGUID


 Multi-Cloud Worklog with attachment to Service Cloud Chatter Feed Comment
  • Trigger

    FieldValue
    Condition isRetain the webhook condition
    Attachment Group Id is not empty
  • Field Mapping
    Do not change the following out-of-the-box field mappings.

    FieldValue
    TitleAttachment Object 1
    Path On Client Attachment Object 1
    Version Data Attachment Object 1
    Comment BodyRemedy user, Author, added a work note: CommentText
    Parent TypeCase
    ParentassociatedGUID
    Related RecordAttachment Object 1


 Sync Service Cloud Attachments
  • Trigger
    To share attachments from Service Cloud to BMC Helix Multi-Cloud Service Management, the out-of-the-box trigger checks for attachment file names prefixed with the string Remedy. If required, you can update the trigger with a different string.
  • Field Mapping
    Do not change the out-of-the-box field mappings.


 Sync Incident
  • Trigger

    FieldValue
    Broker Vendor Nameis not empty
  • Field Mapping
    The following field mappings are provided out-of-the-box.

    FieldValue
    incidentNumberIncident Number
    Summary Summary
    Description Notes
    StatusStatus
    PriorityPriority
    UrgencyUrgency
    ImpactImpact


 Send Error Notification

  • Trigger

    FieldValue
    Flow Target Multi-Cloud
  • Field Mapping

    FieldValue
    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 Service Management 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.

  1. To navigate to BMC Helix Platform, 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.
  2. Click the connector target you want to configure or click to configure a new connector target.
  3. Enter or update the following values and save the configuration.

    FieldInstructions
    NameEnter 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.

    ProfileSelect 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 Remedy 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 Platform.

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.

  1. 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.

  2. If you also have integrations with Azure DevOps and 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 Remedy 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 Remedy 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 Remedy ITSM to Service Cloud.

  1. To share Chatter comments with Remedy 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.

  2. 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 Remedy 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 Remedy ITSM since both the flows (Sync Service Cloud Chatter Feed Comment and Sync Service Cloud Attachments) send the attachment to Remedy ITSM.

            
  3. To share comments only through Chatter, disable or delete Sync Service Cloud Case Comment.

Related topic

Configuring BMC Helix Multi-Cloud Service Management

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