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.
- For more information about incident management, see Incident brokering.
- For more information about ticket consolidation, see Ticket consolidation.
Before you begin
Complete all preconfiguration tasks before you configure Salesforce Service Cloud integration.
To select the integration option for Salesforce Service Cloud
- Launch BMC Helix Platform by using the URL provided in the email sent to you from BMC, and log in as an administrator.
- From the list of applications, select Workspace > Applications > Multi-Cloud Service Management.
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.
- To open the configuration page, click Settings
. - 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 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.
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.
- To add or update the vendor mapping, on the Configuration Links page, click Map Vendors.
On the Map Vendors screen, 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 Remedy 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 Service Management 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.
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.
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.
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 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.- 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
- 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
.
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.
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
- 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.
Field Value Company Company Service Service incidentNumber Incident 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.
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.
- 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. - 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
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 Remedyforce, perform the following steps:
Copy the existing Create Incident Activity Note or Create Incident Activity Note with Author information flow.
In the copied flow, in the trigger condition Broker Vendor Name equals, select Service Cloud.
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.
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.
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.
To share comments only through Chatter, disable or delete Sync Service Cloud Case Comment.
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