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

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

This integration provides the following capabilities:

The following image is an example of the Service Cloud case details displayed in the corresponding BMC Helix ITSM incident:

Service Cloud to BMC Helix ITSM data flow

The following image gives an overview of the data flow for creating and updating a BMC Helix ITSM incident from a Service Cloud case:

BMC Helix ITSM to Service Cloud data flow

The following image gives an overview of the data flow for creating and updating a Service Cloud case from a BMC Helix ITSM incident:

Before you begin

You require the following items to successfully set up and use this integration: 

Task 1: Add the Salesforce Chatter Business Service in BMC Helix ITSM

1. Log in to BMC Helix ITSM.
2. Select Create New > Asset.

3. Enter the values to create the Business Service for Salesforce chatter. The following fields are mandatory:

   Field name	Value
   Asset type
   Type	Select Business Service.
   General
   Asset name	Enter Salesforce Chatter Service.
   Description	Enter a short description for the service.
   Status	Select Deployed.
   Company	Enter the name of the company for which you are configuring the template.

4. Click Save. 

   Important

   When you create an incident, select this Business Service under Service.

Task 2: 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 Step 1: Choose configuration tab, and 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 Ticket 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 Brokerdisplays 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. To select the filter criteria, click Advanced filter.
         
      2. Select the filters from the available fields, and click Next.
         The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save. 

         Important

         Make sure that you enter a valid query with available fields and values.

         

      4. Click Close.
         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 to the configuration steps listed and select the check boxes as you complete each step.
   6. Click Save.

Task 3: To download and import the integration template project file

1. Download the Sync BMC Helix ITSM incident and Salesforce Servicecloud case 2022-03-01 file.
   This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM incident and Salesforce ServiceCloud case Update.

   Important

   Your ability to access product pages on the EPD website is determined by the license your company purchased.

2. Log in to BMC Helix iPaaS and navigate to Cloud Studio.
3. Select your organization.
4. On the projects page, click Import.
5. Click Browse and then select the Sync BMC Helix ITSM incident and Salesforce ServiceCloud case Update.json file that you downloaded.
   The Project Name and Organization fields are automatically populated. The default project name is displayed. You can change the project name.
6. 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. 
7. 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 4: To update the project variables for the integration template

1. Next to the project name, click the ellipsis ... 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 the 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	Enter comma-separated values of the user roles assigned for the BMC Helix iPaaS API. Only a user with these roles can access the APIs. Leave this value blank to restrict access only to administrators.
     BHIP_MCB_API_Profile_User_Name	Enter the user name for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud BrokerAPI. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     BHIP_MCB_API_Profile_User_Password	Enter the password for the security profile used with the BMC Helix iPaaS BMC Helix Multi-Cloud Broker API. The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.
     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 Service Cloud 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 Service Cloud 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 Service Cloud 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 Service Cloud 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 iPaaS instance.
     Enable_BMC_Helix_To_Vendor_Integration	Enable the creation and updates of Service Cloud cases from BMC Helix ITSM incidents. By default, this variable is set to true. If you want to disable updates of Service Cloud cases, set the default value to false.
     Enable_Vendor_To_BMC_Helix_Integration	Enable the creation and updates of BMC Helix ITSM incidents from Service Cloud cases. By default, this variable is set to true. If you want to disable updates of BMC Helix ITSM incidents, set the default value to false.

   • Service Cloud variables:

     Important

     You must register the BMC Helix iPaaS API (Service Cloud 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 (Service Cloud 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 Service Cloud if the user requires it.
     ServiceCloud_Apex_Name	Change the value, if required. The default value of this variable is BHIP_SFSC_MCSM.
     ServiceCloud_Host	Enter the Service Cloud instance URL in the following format, making sure that you do not enter any leading and trailing spaces: [http/https]://[host name and port] Important You cannot create an Apex Class (webhook) in production. Before migrating ServiceCloud to production, leave the ServiceCloud_Host variable as the QA instance, but set all other variables to the values of the production instance. Then, run enable integration.
     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	Enter the value in the following format for multiple instances of Service Cloud: Service Cloud.<Instance name> The instance name in the format is the name you entered in the Instance Name field while configuring vendor metadata.
     MCB_Assigned_Group	Enter the name of the support group to which you want to assign the incident.
     MCB_Assigned_Support_Organization	Enter the name of the support organization to which you want to assign the incident.
     MCB_Assigned_Support_Company	Enter the name of the support company to which you want to assign the incident.
     MCB_Assigned_Company	Enter the name of the company for which you want to create the incident.
     MCB_Assigned_Company_Id	Enter the ID of the company for which you want to create the incident.
     MCB_Assigned_Business_Unit	Enter the name of the business unit to which you want to assign the incident.

     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, Apex Global.
     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 5: 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 6: 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.

To deploy the project and then enable the integration:

1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when a case is created in Service Cloud, a corresponding incident is created in BMC Helix ITSM, and the converse is true. Any updates made to the Service Cloud case are synced with the BMC Helix ITSM incident, and the converse is true.

(Optional) Task 7: 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, 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 8: 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 Synchronizing-custom-field-values-for-integrations.

(Optional) Task 9: To synchronize worklogs before a ticket is brokered

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Filters.
4. Open the HPD:INC:MCSM_Set_Share_WorkLog_With_Vendor filter.
5. In Execution Options, from the State list, select Enabled.
6. Save the changes.

To display worklogs in ascending order

1. Log in to Developer Studio.
2. Expand the server that you are using.
3. Select All Objects > Forms.
4. Open the HPD:WorkLog form.
5. Select Definitions > Sort.
6. In Sorted Fields, for Work Log Submit Date, in Sort Order, select Ascending.