Reference for integration between BMC Helix ITSM and Service Cloud by using BMC Helix Integration Service

List of connectors for integration with Service Cloud

You must configure the following connectors when setting up integration with Service Cloud. These connectors are integration points for the respective applications. For instance, to send the data from BMC Helix Multi-Cloud Broker to Service Cloud, you must configure a flow from the Multi-Cloud connector to the ServiceCloud connector.

ITSM

• Configuration
  If you are integrating BMC Helix Multi-Cloud Broker with an on-premises instance of BMC Helix 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 BMC Helix ITSM user account that has permission 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 Multi-Cloud Broker.
  For information about changing the user password, see Creating or modifying People data.

Service Cloud

• Configuration
  Not applicable

• Account
  Add a Service Cloud user that has permission to view and update cases. Ensure that you 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, ensure that you 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.

List of flows for integration with Service Cloud

You can configure the following flows when setting up integration with Service Cloud. Each flow is self descriptive, for example, to create an incident in BMC Helix ITSM from Service Cloud, you must configure Create Incident from Service Cloud flow.

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

• 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.
  

  Warning

  Important

  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

  Warning

  Important

  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 flow

• 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

  Warning

  Important

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

  However, BMC recommends that you retain the existing mapping.

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

• Trigger

  Field	Value
  Shared with Vendor	True

• Field MappingDo 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

  Warning

  ImportantYou can change the out-of-the-box field mapping for the text field. By default, the value is set to Notes.However, BMC recommends that you retain the existing mapping.

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 Service Cloud Chatter feed comment

• 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 Worklog 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

• 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 Important: 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 Important: 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 Important: 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 Important: The value of this field is set to Integration Service.	NA

  Warning

  Important

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

  • Subject
  • From

  However, BMC recommends that you retain the existing mappings.
  

List of connector targets for integration with Service Cloud

When a ticket is brokered from Service Cloud to BMC Helix ITSM, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to BMC Helix ITSM. To send the data from BMC Helix Multi-Cloud Broker to BMC Helix ITSM, you must configure the BMC Helix Multi-Cloud Broker ITSM connector target and set it in the Connector Process ITSM. Similarly, when a ticket is brokered from BMC Helix ITSM to Service Cloud, the ticket data first comes in BMC Helix Multi-Cloud Broker before being sent to Service Cloud. To send the data from BMC Helix Multi-Cloud Broker to Service Cloud, you must configure the BMC Helix Multi-Cloud Broker Service Cloud connector target and set it in the Connector Process Service Cloud.

MCSM 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 Studio.