Salesforce Service Cloud integration reference

• 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.

• 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 Person data.

• 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.

• 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.

• 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.

• 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.

• 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.

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

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

• 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.

• 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

• 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

• 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

• 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

• 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.

• 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

• 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

• 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

• 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

• 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.
  

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

For the Connector Targets, define the connection configuration and profile required by the connector process in BMC Helix Platform.