Introduction to the Salesforce Service Cloud SyncPack

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This section describes how you can use the Salesforce Service Cloud SyncPack to automatically synchronize Salesforce cases or incidents and SL1 events between your Salesforce and SL1 systems. The integration is bidirectional between SL1 and Salesforce.

The label "SyncPack" is used in place of "SyncPack" in the PowerFlow user interface.

Prerequisites for this SyncPack

This SyncPack requires the following:

  • A subscription that includes Incident/Notification Workflow Automations
  • Base Steps SyncPack version 1.3.2 or later
  • SL1 Base Notifications SyncPack version 1.0.1 or later
  • A Salesforce Developer account

The following table lists the port access required by PowerFlow and this SyncPack:

Source IP PowerFlow Destination PowerFlow Source Port Destination Port Requirement
PowerFlow SL1 API Any TCP 443 SL1 API Access
PowerFlow Salesforce API Any TCP 443 Salesforce API Access
PowerFlow SL1 Database Any TCP 7706 SL1 Database Access

Contents of the SyncPack

This section lists the contents of the Salesforce Service Cloud SyncPack.

PowerFlow Applications

  • Bulk Resolve SL1 Events From Salesforce Cases. This application resolves SL1 events that were resolved by corresponding Salesforce cases.
  • Bulk Resolve SL1 Events From Salesforce Incidents. This application resolves SL1 events that were resolved by corresponding Salesforce incidents.
  • Create Salesforce Case. This application collects event information from SL1 and creates a case in Salesforce.
  • Create Salesforce Incident. This application collects event information from SL1 and creates an incident in Salesforce.
  • Get Acknowledged Salesforce Cases And Update SL1 Event. This application collects acknowledged case data from Salesforce and updates the corresponding SL1 event.
  • Get Acknowledged Salesforce Incidents and Update SL1 Event. This application collects acknowledged incident data from Salesforce and updates the corresponding SL1 event.
  • Pass Acknowledgment Details From SL1 To Salesforce Case. This application collects acknowledged event data from SL1 and updates the corresponding Salesforce case.
  • Pass Acknowledgment Details From SL1 to Salesforce Incident. This application collects acknowledged event data from SL1 and updates the corresponding Salesforce incidents.
  • Resolve Salesforce Case. This application resolves Salesforce cases that were resolved by corresponding SL1 events.
  • Resolve Salesforce Incident. This application resolves Salesforce incidents that were resolved by corresponding SL1 events.

For more information about how to configure these applications, see Configuring Applications for the Salesforce Service Cloud Synchronization PowerPack.

Configuration Object

  • Base Salesforce Configuration. This configuration object can be used as a template after the SyncPack is installed on the PowerFlow system. The configuration object includes the following:
  • Details for connecting to SL1, including the host, username, and password.
  • Details for connecting to Salesforce, including the client ID, client secret, username, and password.
  • Details for adding connecting events and cases or incidents between SL1 and Salesforce, including options to populate the external URL, define the default acknowledging user, and resolving an SL1 event from Salesforce.
  • Details for customizing templates.

Steps

The following steps are included in this SyncPack:

  • Create Bulk SL1 Payloads Including SF Email
  • Fetch Cases From Salesforce
  • Fetch Incidents From Salesforce
  • Fetch Resolved Cases From Salesforce
  • Fetch Resolved Incidents From Salesforce
  • Get Event Details And Create Salesforce Case
  • Get Event Details And Create Salesforce Incident
  • Pass Acknowledgment From SL1 to Salesforce Case
  • Pass Acknowledgment From SL1 to Salesforce Incident
  • Pass Case Resolution From SL1 to Salesforce
  • Pass Resolution From SL1 To Salesforce
  • Post Event Update to SL1

Installing the SyncPack

A SyncPack file has the .whl file extension type. You can download the SyncPack file from the ScienceLogic Support site.

Downloading the SyncPack

To locate and download the SyncPack:

  1. Go to the ScienceLogic Support Site.
  2. Click the Product Downloads tab and select PowerPacks.
  3. In the Search PowerPacks field, search for this SyncPack and select it from the search results. The Release Version page appears.
  4. On the PowerPack Versions tab, click the name of the SyncPack version that you want to install. The Release File Details page appears.
  5. Click the Download File button or click the name of the .zip file containing the .whl file for this SyncPack to start downloading the file.

After you download a SyncPack, you can import it to your PowerFlow system using the PowerFlow user interface.

If you are installing or upgrading to the latest version of this SyncPack in an offline deployment, see "Installing or Upgrading in an Offline Environment" in the SyncPack release notes to ensure you install any external dependencies.

Importing the SyncPack

To import a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page () of the PowerFlow user interface, click Import SyncPack. The Import SyncPack page appears.
  2. Click Browse and select the .whl file for the SyncPack you want to install. You can also drag and drop a .whl file to the Import SyncPack page.
  3. Click Import. PowerFlow registers and uploads the SyncPack. The SyncPack is added to the SyncPacks page.
  4. You will need to activate and install the SyncPack in PowerFlow. For more information, see Activating and Installing a Synchronization PowerPack.

You cannot edit the content package in a SyncPack published by ScienceLogic. You must make a copy of a ScienceLogic SyncPack and save your changes to the new SyncPack to prevent overwriting any information in the original SyncPack when upgrading.

Installing the SyncPack

To activate and install a SyncPack in the PowerFlow user interface:

  1. On the SyncPacks page of the PowerFlow user interface, click the Actions button () for the SyncPack you want to install and select Activate & Install. The Activate & Install SyncPack modal appears.

    If you try to activate and install a SyncPack that is already activated and installed, you can choose to "force" installation across all the nodes in the PowerFlow system.

    If you do not see the PowerPack that you want to install, click the Filter icon () on the SyncPacks page and select Toggle Inactive SyncPacks to see a list of the imported PowerPacks.

  1. Click Yes to confirm the activation and installation. When the SyncPack is activated, the SyncPacks page displays a green check mark icon () for that SyncPack. If the activation or installation failed, then a red exclamation mark icon () appears.
  2. For more information about the activation and installation process, click the check mark icon () or the exclamation mark icon () in the Activated column for that SyncPack. For a successful installation, the "Activate & Install SyncPack" application appears, and you can view the Step Log for the steps. For a failed installation, the Error Logs window appears.
  3. If you have other versions of the same SyncPack on your PowerFlow system, you can click the Actions button () for that SyncPack and select Change active version to activate a different version other than the version that is currently running.