Configuring Applications for the Salesforce Service Cloud SyncPack

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This section describes how to set up the PowerFlow applications for the Salesforce Service Cloud SyncPack.

Creating and Aligning a Configuration Object in PowerFlow

A configuration object supplies the login credentials and other required information needed to execute the steps for a PowerFlow application. The Configurations page () of the PowerFlow user interface lists all available configuration objects for that system.

You can create as many configuration objects as you need. A PowerFlow application can only use one configuration object at a time, but you can use (or "align") the same configuration object with multiple applications.

To use this SyncPack, you will need to use an existing configuration object in the PowerFlow user interface or create a new configuration object. Next, you need to align that configuration object to the relevant applications.

Prerequisites for Creating a Configuration Object

To integrate Salesforce and SL1, you must create or use an existing application for SL1 to communicate with. When creating or editing the Salesforce application, ensure that OAuth Settings are enabled and add the following OAuth Scopes:

  • Access Lightning applications (lightning)
  • Access Visualforce applications (visualforce)
  • Access content resources (content)
  • Manage user data via APIs (api)
  • Perform requests at any time (refresh_token, offline_access)

Creating a Configuration Object

For this SyncPack, you can make a copy of the "Base Salesforce Configuration" configuration object, which is the sample configuration file that was installed with the Salesforce Service Cloud SyncPack.

The "Base Salesforce Configuration" configuration object contains all of the required variables. Simply update the variables from that object to match your SL1 and Salesforce settings.

For more information about the Salesforce terms and concepts in this section, see the Salesforce documentation.

To create a configuration object based on the "Base Salesforce Configuration" configuration object:

  1. In the PowerFlow user interface, go to the Configurations page ().
  2. Click the Actions button () for the "Base Salesforce Configuration" configuration object and select Edit. The Configuration pane appears:

An image of the configuration object page.

  1. Click Copy as. The Create Configuration pane appears.

  2. Complete the following fields:

    • Friendly Name. Type a name for the configuration object that will display on the Configurations page.
    • Description. Type a brief description of the configuration object.
    • Author. Type the user or organization that created the configuration object.
    • Version. Type a version of the configuration object.

  1. In the Configuration Data field, update the default variable definitions to match your PowerFlow configuration:

    • sl1_host. Type the hostname or IP address of your SL1 system.
    • sl1_user. Type the username for your SL1 system.
    • sl1_password. Type the password for your SL1 system.
    • salesforce_client_id. Type the consumer key for your Salesforce application.
    • salesforce_client_secret. Type the consumer secret for your Salesforce application.
    • salesforce_username. Type the username for your Salesforce system.
    • salesforce_password. Type the password for your Salesforce system.
    • add_template. Toggle the JSON editor to define the template to translate SL1 event information to the subject of the Salesforce case or incident.
    • summary_template. Toggle the JSON editor to define the template to translate SL1 event information to the description of the Salesforce case or incident.
    • populate_external_url. The option to add a Salesforce case or incident URL to the corresponding SL1 event. The default value is 'enabled'.
    • salesforce_instance_url. Type the URL for your Salesforce system.
    • default_ack_user. Type the API command for the default user to acknowledge Salesforce cases or incidents.
    • resolve_from_sf. The option to allow SL1 events to be resolved if they are resolved in Salesforce. The default value is 'enabled'.
  1. Click Save. You can now align this configuration object with one or more applications.

Aligning a Configuration Object and Configuring PowerFlow Applications

With this SyncPack, any status changes made to an SL1 event is sent to Salesforce to update the corresponding case or incident. Any status changes to the Salesforce case or incident are synchronized back to the corresponding SL1 event. You will need to align the Salesforce applications with the relevant configuration object in PowerFlow, and, if needed, update any other fields on the Configuration pane for the applications.

To run this SyncPack, you must "align" the configuration object to run with the PowerFlow applications included in this SyncPack.

To align the configuration object with the relevant PowerFlow applications:

  1. On the Applications page of the PowerFlow user interface, open one of the PowerFlow applications listed above and click Configure (). The Configurations pane for that application appears:

An image of the Configure page.

  1. From the Configurations drop-down, select the configuration object you want to use.

    The values for salesforce_client_id and the other parameters that appear in the Configuration pane with a padlock icon () are populated by the configuration object you aligned with the application. Do not modify these values. If you encounter an error, make sure your configuration object is configured properly.

  1. Click Save to align that configuration with the application.
  2. Repeat this process for the other PowerFlow applications.

Scheduling PowerFlow Applications

To trigger the applications in the SyncPack, you must schedule the applications included in the SyncPack.

You can create one or more schedules for a single application in the PowerFlow user interface. When creating each schedule, you can specify the queue and the configuration file for that application.

To schedule an application:

  1. On the Applications page (), click the Schedule button for the application you want to schedule. The Schedule window appears, displaying any existing schedules for that application:

If you set up a schedule using a cron expression, the details of that schedule display in a more readable format in this list. For example, if you set up a cron expression of */4 * * * *, the schedule on this window includes the cron expression along with an explanation of that expression: "Every 0, 4, 8, 12, 16, 20, 24, 28, 32, 36, 40, 44, 48, 52, and 56th minute past every hour".

  1. Select a schedule from the list to view the details for that schedule.

  2. Click the + icon to create a schedule. A blank Schedule window appears:

  1. In the Schedule window, complete the following fields:
  • Schedule Name. Type a name for the schedule.
  • Switch to. Use this toggle to switch between a cron expression and setting the frequency in seconds.
  • Cron expression. Select this option to schedule the application using a cron expression. If you select this option, you can create complicated schedules based on minutes, hours, the day of the month, the month, and the day of the week. As you update the cron expression, the Schedule window displays the results of the expression in more readable language, such as Expression: "Every 0 and 30th minute past every hour on the 1 and 31st of every month", based on */30 * * /30 * *.
  • Frequency in seconds. Type the number of seconds per interval that you want to run the application.
  • Custom Parameters. Type any JSON parameters you want to use for this schedule, such as information about a configuration file or mappings.

  1. Click Save Schedule. The schedule is added to the list of schedules on the initial Schedule window. Also, on the Applications page, the word "Scheduled" appears in the Scheduled column for this application, and the Schedule button contains a check mark:

After you create a schedule, it continues to run until you delete it. Also, you cannot edit an existing schedule, but you can delete it and create a similar schedule if needed.

To view or delete an existing schedule:

  1. On the Applications page, click the Schedule button for the application that contains a schedule you want to delete. The Schedule window appears.

  1. Click the down arrow icon () to view the details of an existing schedule:

  1. To delete the selected schedule, click Delete. The schedule is removed.

When either multiple SL1 instances or multiple Salesforce instances are involved with PowerFlow, you should create an individual configuration object for each SL1 or Salesforce instance. Next, create an individual schedule for each configuration object. Each schedule should use a configuration object that is specific to that single SL1 or Salesforce instance. Creating copies of a PowerFlow application from a SyncPack for the purpose of distinguishing between domains is not supported, and will result in issues on upgrades.