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Configuring the Salesforce.com Integration

The Salesforce.com integration was first introduced in Service Manager Release 2015.2 as an optional feature. The feature has been enhanced in Service Manager Release 2016.1. If your system does not have the feature, download and import the package (see Installing the Salesforce.com Package).

•About the Salesforce.com Integration

•Setting Up the Salesforce.com System

•Installing the SalesForce.com Integration in HEAT

•Additional HEAT Information

•Additional Salesforce.com Information

About the Salesforce.com Integration

•About the Integration

•Prerequisites

About the Integration

The Salesforce.com integration is an optional integration. This integration allows you to synchronize contacts and accounts between Salesforce.com and Service Manager. There are three supported mechanisms in this integration:

•You can do a bulk import of accounts and contacts from Salesforce.com to Service Manager to initially synchronize the two systems.

•You can configure Salesforce.com to send updates to Service Manager when new accounts and contacts are created or existing ones are updated.

•Service Manager can update Salesforce.com contacts when modified through a quick action. You can call the quick action manually or configure a workflow to automate the quick action, depending on whether you want all updates to Service Manager contacts to be reflected back to Salesforce.com. Installing the Salesforce.com package automatically initiates this process in the workflow.

You must configure both Service Manager and Salesforce.com to enable this integration. Additional HEAT Information describes changes to Service Manager to support importing records, to receive the notifications of changes from Salesforce.com, and to be able to send updates to Salesforce.com. Setting Up the Salesforce.com System describes how to configure Salesforce.com to notify Service Manager when an account or contact is created or edited.

Prerequisites

To use the Salesforce.com integration, you must have originally installed Service Manager Release 2013.2 or later on your system. If you originally installed an earlier version of Service Manager and then upgraded to Service Manager Release 2013.2 or later, the Salesforce.com integration will not work.

You must have the following components installed and running on your Service Manager system for the Salesforce.com integration to work:

•Message queue

•Integration service

•Workflow service

Setting Up the Salesforce.com System

•Getting Ready to Configure the Salesforce.com System

•Creating or Resetting the Security Token

•Creating a Remote Site

Getting Ready to Configure the Salesforce.com System

1.Before you begin, you must have a valid Salesforce.com account. If you do not have one, you can create a developer account in Salesforce.com for testing purposes. Go to https://developer.salesforce.com/signup to create the account.

2.Install the Salesforce.com integration from https://login.salesforce.com/packaging/installPackage.apexp?p0=04t37000000EUtg.

•You must copy and paste the link above. You cannot click on it to launch it as it does not work correctly when you click on it.

•If you are installing the Salesforce.com integration into a sandbox organization you must replace the initial portion of the URL with http://test.salesforce.com.

Creating or Resetting the Security Token

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.At the top of the page, click the down arrow next to your name and select either Setup or My Settings.

3.From the left panel, do one of the following:

•If you clicked Setup, select My Personal Information > Reset My Security Token.

•If you clicked My Settings, select Personal > Reset My Security Token.

4.Click Reset Security Token. Salesforce.com emails you a new security token. Keep this email.

Creating a Remote Site

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.Click Remote Site Settings. Salesforce.com displays the All Remote Sites page.

3.Create a new remote site by clicking New Remote Site. Salesforce.com displays the Remote Site Edit page.

4.Enter information into the fields.

Field	Description
Remote Site Name	The name of the new remote site. For example, enter HEATTarget.
Remote Site URL	The URL of the new remote site. For example, enter https://mycompany.saasit.com.
Disable Protocol Security	Disables security for the new remote site. Leave unchecked.
Description	An optional description.
Active	Specifies if the new remote site is active. Check this option.

5.Click Save.

Installing the SalesForce.com Integration in HEAT

•About Configuring the Settings in HEAT

•Installing the Salesforce.com Package

•Verifying the External Contact Business Object

•Configuring the Salesforce.com External Contact Layout

•Configuring the Salesforce.com Account Layout

•Adding the Salesforce.com Configuration to HEAT

•Specifying Trusted IP Addresses

•Updating the CreateSFContact Quick Action

•Updating the Salesforce.com Connector

•Adding an API Key

•Editing the Outbound Messages

•Customizing the Salesforce.com Form

About Configuring the Settings in HEAT

Before performing the steps in this section, ensure that your system has the Salesforce.com integration. This is an optional feature. If your system does not have the feature, download and import the package (see Installing the Salesforce.com Package).

You can import data from Salesforce.com into Service Manager by importing a .CSV file using the Service Manager data import tool (as described in Importing Data). There are connectors created already in Service Manager for importing account and contact data. These connections are called Account Import and Contact Import.

The subsequent data flow between Service Manager and Salesforce.com is bi-directional. From the Salesforce.com side, any new accounts or contact business objects and succeeding updates on either business object triggers a web service call to insert or update into Service Manager. From the Service Manager side, any update on an existing contact triggers a Service Manager workflow where a quick action calls the Salesforce.com web service to update the corresponding contact in Salesforce.com.

Installing the Salesforce.com Package

The Salesforce.com package consists of the following files:

•Salesforce_Integration_2016.1.MetadataPatch

•Salesforce_Integration_2016.1_UIUpdate.MetadataPatch. Importing this package adds additional account and contact forms designed for the Salesforce.com integration to your Service Manager system. Do not import this package if you want to retain your existing UI settings for the account and contact forms. See Customizing the Salesforce.com Form for information about customizing the account and contact forms if you do not import this package.

The Salesforce_Integration_2016.1_UIUpdate.MetadataPatch file adds additional account and contact forms and layouts that are designed specifically for the Salesforce.com integration. You must be on Service Manager Release 2014.3 or later to use this patch. If you do not import this patch, you can achieve the same results by following the steps in Customizing the Salesforce.com Form.

Follow these steps to import the package into your system:

1.Download the Salesforce_Integration_2016.1.MetadataPatch file and save it to a convenient location.

2.From the Configuration Console, click Build > HEAT Development Package > Package.

3.Click Import Package.

4.Select Validate and apply if no errors.

5.Click Browse..., find the package that you downloaded, and click Open.

The system installs the package. See Importing a Package for more information about packages.

As part of the package import process, the system automatically turns on the workflow for contact updates that originated in Service Manager to Salesforce.

6.Refresh the workflow by doing the following:

From the Configuration Console, click Build > Business Objects to open the Business Objects workspace.

Open the External Contact business object.

Click the Workflows tab.

Open the workflow called EditSFContact.

On the left, check the box next to the newest version.

From the More Actions drop-down menu, select Deactivate Version. Click Yes when prompted.

On the left, check the box next to the newest version.

From the More Actions drop-down menu, select Activate Version. Click Yes when prompted.

7.(Optional) Repeat steps 1-6 for the Salesforce_Integration_2016.1_UIUpdate.MetadataPatch file.

8.To download the workflow rules that are configured in Salesforce.com, go to https://login.salesforce.com/packaging/installPackage.apexp?p0=04t37000000EUtg.

•You must copy and paste the link above. You cannot click on it to launch it as it does not work correctly when you click on it.

•If you are installing the Salesforce.com integration into a sandbox organization you must replace the initial portion of the URL with http://test.salesforce.com.

9.Log into Salesforce.com and download the file.

Verifying the External Contact Business Object

You must verify and remove certain required attributes in some of the fields in the External Contact business object if the Primary Email and LoginID fields are required.

•Determining if the PrimaryEmail and LoginID Fields are Required

•Configuring the LoginID Field

•Configuring the PrimaryEmail Field

•Disabling the PrimaryEmail and LoginID Fields

Determining if the PrimaryEmail and LoginID Fields are Required

Follow these steps to determine if those fields are required:

1.From the Configuration Console, click Build > Business Objects.

2.Open the External Contact business object.

3.Click the Business Rules tab.

4.Click Required Rules.

5.Look at the rules. If the LoginID and PrimaryEmail fields are required, there are rules for them listed in this section.

Configuring the LoginID Field

If the LoginID field is required, do the following:

1.From the Configuration Console, click Build > Business Objects.

2.Open the FRS_CompositeContract_Identity business object.

3.Click the Fields tab.

4.Open the LoginID field.

5.Under the Field Attributes header, check Nullable.

6.Click the Indexes tab.

7.Open the UN_IdentityContract_Name index.

8.Add two new filters by doing the following:

Under the Filter Expression header, click the add filter

icon.

Under the Field heading, click not set.

From the drop-down menu, select Login ID.

Under the Filter Expression header, click the add filter

icon.

Under the Field heading, click not set.

From the drop-down menu, select Login ID.

Under the Operation heading, click NotNull.

From the drop-down menu, select NotEquals.

Under the Value heading, click not set.

From the drop-down menu, enter ".

9.Click Save.

Configuring the PrimaryEmail Field

If the Primary Email field is required, do the following:

1.From the Configuration Console, click Build > Business Objects.

2.Open the FRS_CompositeContract_Contact business object.

3.Click the Fields tab.

4.Open the PrimaryEmail field.

5.Under the Field Attributes header, check Nullable.

6.Click the Indexes tab.

7.Open the UN_ContactContract_Email index.

8.Add two new filters by doing the following:

Under the Filter Expression header, click the add filter

icon.

Under the Field heading, click not set.

From the drop-down menu, select PrimaryEmail.

Under the Filter Expression header, click the add filter

icon.

Under the Field heading, click not set.

From the drop-down menu, select PrimaryEmail.

Under the Operation heading, click NotNull.

From the drop-down menu, select NotEquals.

Under the Value heading, click not set.

From the drop-down menu, enter ".

9.Click Save.

Disabling the PrimaryEmail and LoginID Fields

1.From the Configuration Console, click Build > Business Objects.

2.Open the External Contact business object.

3.Click the Business Rules tab.

4.Click Required Rules.

5.If the LoginID and PrimaryEmail fields are required, disable them by clicking the On icon under the Status column for each field.

6.Click Save.

Configuring the Salesforce.com External Contact Layout

1.From the Configuration Console, click Build > Business Objects.

2.Open the External Contact business object.

3.Click the Layouts tab.

4.Open the Profile.ExternalContact layout.

5.Under the Views in this layout section, click formView.

6.Ensure that you are not in the Try our new look! view. (If you see a link on the top right that says Switch to old view, click it.)

7.In the Main Form field, select Profile.ExternalContact_Salesforce.

8.Click Save.

Configuring the Salesforce.com Account Layout

1.From the Configuration Console, click Build > Business Objects.

2.Open the Account business object.

3.Click the Layouts tab.

4.Open the Account.Layout layout.

5.Under the Views in this layout section, click formView.

6.Ensure that you are not in the Try our new look! view. (If you see a link on the top right that says Switch to old view, click it.)

7.In the Main Form field, select Account.Form_Salesforce.

8.Click Save.

Adding the Salesforce.com Configuration to HEAT

If your system does not have a Salesforce.com configuration, create one by following these steps:

1.Log into the Service Desk Console.

2.Open the Salesforce Configuration workspace.

3.Click New Salesforce Configuration.

4.Enter information into the fields.

Field	Description
Record Identifier	This field is automatically populated. It is the RecID for this configuration.
WSDL Address	The WSDL address. Enter Salesforce/enterprise.wsdl.
Salesforce URL	The Salesforce URL. Enter https://login.salesforce.com/services/Soap/c/33.0.
Salesforce User ID	The account used to log into Salesforce.com.
Salesforce Password	The password associated with the Salesforce user ID. You must enter the security token at the end of the password. Note: You must enter the security token at the end of the password. If you do not enter it, the system does not accept the password.

5.Click Save.

Specifying Trusted IP Addresses

Specify three trusted host ranges. Check https://help.salesforce.com/apex/HTViewSolution?id=000003652 for a list of all of the published Salesforce IP addresses. The following IP ranges are for the American registry:

•Name: SF1, starting IP: 96.43.144.0, ending IP: 96.43.159.254

•Name: SF2, starting IP: 136.146.0.0, ending IP: 136.147.255.254

•Name: SF3, starting IP: 204.14.232.0, ending IP: 204.14.239.254

Follow these steps to specify a trusted host range:

1.Log into the Service Desk Console.

2.Open the Integration Trusted Host workspace.

3.Click New Integration Trusted Host.

4.Enter information into the fields.

Field	Description
Name	A unique name for this trusted host.
Description	(Optional). A description of this trusted host.
Start IP	The first IP address in a series of IP addresses to allow.
End IP	The last IP address in a series of IP addresses to allow.

5.Click Save.

Updating the CreateSFContact Quick Action

The External Contact business object has a workflow for the outbound flow from Service Manager to Salesforce.com. You implement a quick action from within the workflow. The quick action calls the Salesforce.com web service to update an existing contact record.

Before you begin, go to the Service Desk Console and open the Salesforce.com configuration that you added in Adding the Salesforce.com Configuration to HEAT. Make a note of the RecID.

You need to add the RecID to the quick action. Follow these steps:

1.From the Configuration Console, click Build > Automation Tools > Quick Actions.

2.For the ExternalContact quick action, click Add/Edit next to it.

3.In the quick action editor, click the Your Actions tab and click CreateSFContact.

4.Make a note of the connection name. By default, it is called CreateSFContact.

5.From the Configuration Console, click Extend > Integration Tools > Web Service Connections (BETA) to open the Web Service Connections (BETA) workspace.

6.Under the Calls from HEAT to external web services (outgoing) section, view the script called CreateSFContact_ExternalContact.

7.On the Integration Script field, under the Scripts heading, in the line that starts with var sfConfig = Get("Frs_def_integration_sfdc_config#", enter the RecID at the end. The line should look like this: var sfConfig = Get("Frs_def_integration_sfdc_config#",RecID).

8.Click Save.

Updating the Salesforce.com Connector

Before you begin, go to the Service Desk Console and open the Salesforce.com configuration that you added in Adding the Salesforce.com Configuration to HEAT. Make a note of the RecID.

You need to modify some of the settings of the Salesforce.com connector to make it compatible for your system.

1.From the Configuration Console, click Extend > Integration Tools > Web Service Connections (BETA) to open the Web Service Connections (BETA) workspace.

2.Under the Calls from external web services to HEAT (incoming) section, click the edit icon next to HEAT Salesforce Connection.

3.Click Next.

4.For the SF Contact Reference service reference, in the Scripts area, ensure that this line exists: var sfConfig = Get("Frs_def_integration_sfdc_config#","RecID").

5.For the SF Account Reference service reference, in the Scripts area, ensure that this line exists: var sfConfig = Get("Frs_def_integration_sfdc_config#","RecID").

6.Click Save.

7.Go back to the Web Service Connections (BETA) workspace.

8.Click the expand icon next to the HEAT Salesforce Connection entry. The system displays the associated service references.

9.Click the edit icon next to the SF Contact Reference service reference. The system displays the Edit Service Reference dialog box.

10.For the Service Address (URL) field, enter the URL of the Service Manager Application Server. An example is https://HEAT_SM_Server:Port/Tenant_URL/UpdateContact.asmx.

11.Click Save.

12.Repeat steps 8 to 11 for the SF Account Reference service reference, entering the URL https://HEAT_SM_Server:Port/Tenant_URL/UpdateAccount.asmx.

Adding an API Key

You need an API key for the outbound messages, described in Editing the Outbound Messages. Create the API key by doing the following:

1.From the Configuration Console, click Configure > Security Controls > API Keys to open the API Keys workspace.

2.From the Key groups section, click Add Key Group.

3.For the Name field, enter Dynamic Web Services.

4.Click Save Key Group.

5.Click Back.

6.Under the Key groups header, highlight Dynamic Web Services.

7.Click Add API Key. The system displays the New API Key page.

8.Click Save Key.

9.Click Back. The system displays the new API key.

10.Make a note of the API key.

Editing the Outbound Messages

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.At the top of the page, click the down arrow next to your name and select Setup.

3.From the left panel, click Build > Create > Workflow & Approvals > Outbound Messages. The system displays two outbound messages.

4.Click Edit to edit the first outbound message.

5.Update the value for the Endpoint URL parameter to match the value from Service Manager. Be sure to update the API key portion of the endpoint URL. See Updating the Salesforce.com Connector for the API key.

6.Click Edit to edit the second outbound message.

7.Update the value for the Endpoint URL parameter to match the value from Service Manager. Be sure to update the API key portion of the endpoint URL. See Updating the Salesforce.com Connector for the API key.

Customizing the Salesforce.com Form

You only need to do this procedure if you did not download and import the package called Salesforce_Integration_2016.1_UI Update.MetadataPatch.

1.From the Configuration Console, click Build > Business Objects.

2.Open the External Contact business object.

3.Click the Forms tab.

4.Open the form to use to display the contact details. For example, open the Profile.ExternalContact form.

5.Modify the form to add or rearrange the fields for the Salesforce.com contact data listed below:

•AccRecId

•ContactOwner

•ReportsTo

•Fax

•OtherStreet

•OtherCity

•OtherState

•OtherZip

•OtherCountry

•OtherPhone

6.Click Save.

7.From the Configuration Console, click Build > Business Objects.

8.Open the Account business object.

9.Click the Forms tab.

10.Open the form to use to display the account details. For example, open the Account.Form form.

11.Modify the form to add or rearrange the fields for the Salesforce.com account data listed below:

•SFAccountOwner

•AccountSite

•Industry

•Type

•URL

•ShippingAddress

•ShippingCity

•ShippingZip

•ShippingState

•ShippingCountry

12.Click Save.

Additional HEAT Information

•About the Workflow for an External Business Object

•About the Salesforce.com Web Service Connection

About the Workflow for an External Business Object

Do the following to find the script:

1.From the Configuration Console, click Extend > Integration Tools > Web Service Connections (BETA) to open the Web Service Connections (BETA) workspace.

Under the Calls from HEAT to external web services (outgoing) section, the script is called Create SFContact_ExternalContact.

About the Salesforce.com Web Service Connection

To view the Salesforce.com web service connection, follow these steps:

1.From the Configuration Console, click Extend > Integration Tools > Web Service Connections (BETA) to open the Web Service Connections (BETA) workspace.

2.Under the Calls from external web services to HEAT (incoming) section, click the edit icon next to HEAT Salesforce Connection.

The following is displayed in the Response XML (optional) field:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">

<soapenv:Body>

</notificationsResponse>

</soapenv:Body>

</soapenv:Envelope>

Additional Salesforce.com Information

•About the Contact and Account Workflows

•Monitoring Outbound Messages

•Generating the Enterprise.WSDL API File

•Adding Files to the WSDL and Script Repository

About the Contact and Account Workflows

Salesforce.com has two workflows: one for the Contact object and one for the Account object. Follow these steps to view them:

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.At the top of the page, click the down arrow next to your name and select Setup.

3.Click Build > Create > Workflow & Approvals > Workflow Rules.

4.Select the workflow to view, either Contact or Account.

Salesforce.com displays the Step 2: Configure Workflow Rule page with this information:

Field	Description
Edit Rule
Object	This value is prepopulated based on what you entered on the previous page. In this case, it is either Contact or Account.
Rule Name	The name of the workflow rule.
Description	An optional description.
Evaluation Criteria
Evaluate the rule when a record is	Specifies when to evaluate the rule.
Rule Criteria
Run this rule if the following	Specifies when to run this rule.
Insert Field	The field to evaluate.
Functions	Lists functions that you can enter into the Insert Field area.

5.Click Next. Salesforce.com displays the Step 3: Specify Workflow Actions page.

Salesforce.com displays the Edit Outbound Message page with the following information:

Field	Description
Name	The name of the outbound message.
Unique Name	A unique name for the outbound message.
Description	An optional description.
Endpoint URL	The URL of the endpoint followed by ?APIKey= and a valid API key. An example for the Contact object is https://mycompany.saasit.com/ frs-ctp-demo1/UpdateContact.asmx?APIKey= D6EFD03356CD41CAADDCF37443E33C61 and an example for the Account object is https://mycompany.saasit.com/ frs-ctp-demo1/UpdateAccount.asmx?APIKey= D6EFD03356CD41CAADDCF37443E33C61.
User to send as	The name of the user sending the outbound message.
Protected Component	Specifies if the component is protected.
Send Session ID	Specifies to send the session ID.
Contact fields to send	The fields to include in the outbound message.

Monitoring Outbound Messages

Follow these steps to monitor the outbound messages:

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.At the top of the page, click the down arrow next to your name and select Setup.

3.Select Monitor > Outbound Messages.

4.Verify that there are no delivery failures.

Outbound Message Delivery Failure

Generating the Enterprise.WSDL API File

The Salesforce.com package includes the Enterprise.WSDL file for Salesforce.com for the Service Manager integration.

If you modify the schema for the Account or Contact business objects from Salesforce.com, you must regenerate an updated WSDL from Salesforce.com. Follow the steps below to update the file after you regenerate it:

1.Log into Salesforce.com. The system displays the Salesforce.com home page.

2.At the top of the page, click the down arrow next to your name and select Setup.

3.From the left panel, click Build > Develop > API.

4.Click Generate Enterprise WSDL.

5.Save the Enterprise.WSDL file to a convenient location.

6.Open the Enterprise.WSDL file with a text editor.

7.Every time that you regenerate the Enterprise.WSDL file, you must add the xsd:attribute as shown below:

</sequence>

<xsd:attribute name="tmp" type="xsd:string" />

</complexType>

Adding Files to the WSDL and Script Repository

In Service Manager Release 2016.1, we introduced a repository where you can store WSDL files and scripts. We recommend that you store the Salesforce WSDL files in the repository. Make sure that the name of the WSDL file that you add to the repository matches the name of the file in Salesforce.

Follow these steps to add a WSDL file to the repository:

1.From the Configuration Console, click Extend > Integration Tools > WSDL and Script Repository to open the WSDL and Script Repository workspace.

2.Click New File to add a WSDL file.

3.In the Type field, select WSDL.

4.Enter a name in the Name field.

5.Click Upload to upload the new WSDL file. Navigate to the file and click Open.

6.Click Save.

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