Configuring PowerFlow Applications for the Salesforce Service Cloud SyncPack

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This section describes how to set up the run book automations in SL1 and how to configure the PowerFlow applications in the "Salesforce Service Cloud" SyncPack.

Workflow for Configuring the SyncPack

The following workflows describe how to configure SL1 and PowerFlow to work with the "Salesforce Service Cloud" SyncPack.

Configuring SL1

  1. Create a SOAP/XML credential to access PowerFlow
  2. Edit the Salesforce run book actions
  3. Enable the Salesforce run book automations

Configuring PowerFlow

  1. Create a configuration object
  2. Align the configuration object and configure the Salesforce PowerFlow applications
  3. Schedule the PowerFlow applications

Configuring SL1

The following topics cover how to set up your SL1 instance to work with the "Salesforce Service Cloud" SyncPack.

Creating a SOAP/XML Credential to Access SL1 PowerFlow

You will need to create a SOAP/XML credential so that the action policies included in the "Salesforce Service Cloud: Synchronization Policies" PowerPack can access your PowerFlow system.

You can use "PowerFlow SF Service Cloud" sample credential from te "Salesforce Service Cloud: Synchronization Policies" PowerPackas a template for a SOAP/XML credential.

To create a SOAP/XML credential:

  1. In SL1, go to the Credentials page (Manage > Credentials).
  2. Go to the Credentials page (Manage > Credentials). Locate the "PowerFlow SF Service Cloud" sample credential, click its Actions icon (), and then select Duplicate. A copy of the credential, called PowerFlow SF Service Cloud copy appears.
  3. Complete the following fields:
  • Name. Type a new name for the credential.
  • All Organizations. Toggle on (blue) to align the credential to all organizations, or toggle off (gray) and then select one or more specific organizations from the What organization manages this service? drop-down field to align the credential with those specific organizations.
  • URL. Type the URL for your PowerFlow system.
  • HTTP Auth User. Type the username for your PowerFlow system.
  • HTTP Auth Password. Type the password for your PowerFlow system.
  1. Click Save & Close.
  2. Take note of the SL1-assigned ID number for the new credential on the Credentials page, in the ID column. You will need the ID number when editing the input parameters of the run book actions included in the PowerPack, below.

Editing the Salesforce Run Book Actions

The "Salesforce Service Cloud: Synchronization Policies" PowerPack includes six action policies that you will need to enable.

These action policies use the "Run Integration Service Application" action type to trigger the PowerFlow application that sends and receives data to Salesforce Service Cloud: Synchronization Policies. You can specify the credential ID in a JSON structure that you enter in the Input Parameters field in the Action Policy Editor modal.

To edit the action policies included in the PowerPack:

  1. In SL1, go to the Action Policy Manager page (Registry > Run Book > Actions).
  2. Locate the Salesforce run book action policy that you want to use, and then click its wrench icon (). The Editing Action page appears.
  3. In the Input Parameters field, change the values of the following parameters:
  • credential_id. Change the value to the credential ID that you noted earlier when creating a credential for your PowerFlow system in the previous procedure. This parameter is required.
  • include_event. Leave the value as "true".
  • application_name. Leave the default application value.
  • params. Leave the default parameter value.
  1. Make sure the Action State is set to Enabled, and then click Save.

Enabling the Salesforce Run Book Automations

The "Salesforce Service Cloud: Synchronization Policies" PowerPack includes six standard automation policies that you can enable.

These policies update the Salesforce case or incident with the state of the event in SL1. When an event is detected in SL1, a case or incident is triggered in Salesforce. When an event is acknowledged in SL1, the associated case or incident is updated in Salesforce. When an event is resolved in SL1, the associated case or incident is resolved in Salesforce.

The following table shows the automation policy, its default aligned events, and the automation action that runs in response to the events.

Automation Policy Name Aligned Events Automation Action
Salesforce Service Cloud: Acknowledge Case All events Salesforce Service Cloud: Acknowledge Case
Salesforce Service Cloud: Acknowledge Incident All events Salesforce Service Cloud: Acknowledge Incident
Salesforce Service Cloud: Resolve Case All events Salesforce Service Cloud: Resolve Case
Salesforce Service Cloud: Resolve Incident All events Salesforce Service Cloud: Resolve Incident
Salesforce Service Cloud: Trigger Case All events Salesforce Service Cloud: Trigger Case
Salesforce Service Cloud: Trigger Incident All events Salesforce Service Cloud: Trigger Incident

 

To enable the run book automations:

  1. In SL1, go to the Automation page (Registry > Run Book > Automation).
  2. Locate a "Salesforce Service Cloud" automation policy and click its wrench icon (). The Automation Policy Editor page appears.
  3. Update the following fields:
  • Policy State. Select Enabled.
  • Policy Priority. Select High to ensure that this PowerFlow automation policy is added to the top of the queue.
  • Available Actions. If it is not already selected, select the "Run Integration Service Application: <name>" action that corresponds with the Ansible automation policy you selected in step 2, and click the arrows to move it to Aligned Actions.

ScienceLogic highly recommends that you do not make changes to the Policy Type, Repeat Time, or Align With fields or the And event is NOT acknowledged setting.

  1. Click Save.
  2. Repeat steps 2-4 for the remaining "Salesforce Service Cloud" run book automation policies.

Configuring PowerFlow

The following topics cover how to set up your PowerFlow instance to work with the "Salesforce Service Cloud" SyncPack.

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)

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.

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.

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.
  3. Click Copy as. The Create Configuration pane appears.
  4. 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.

  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. Update any of the remaining fields on the Configurations pane as needed.
  2. Click Save.
  3. 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 create a schedule:

  1. On the Applications page (), click the Schedule button for the application you want to schedule. The Scheduler window appears.
  2. In the Schedule List pane, click the down arrow icon () next to an existing schedule to view the details for that schedule.
  3. In the Schedule Creator pane, complete the following fields for the default Frequency setting:
  • Schedule Name. Type a name for the schedule.
  • 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. To use a cron expression, click the Switch to Cron Expression toggle to turn it blue. 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 Runs app: "Every 0 and 30th minute past every hour on Sat", based on 0,30 in the Minutes field and 6 in the Day of Week field.

  1. Click Save Schedule. The schedule is added to the Schedule List pane. Also, on the Applications page, the Schedule button now displays with a dark blue background:

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 Scheduler window appears.
  2. Click the down arrow icon () to view the details of an existing schedule.
  3. To delete the selected schedule, click the Actions icon () and selectDelete.

On the Scheduler window for a PowerFlow application, you can click the Copy as button from the Schedule List pane to make a copy of an existing schedule.

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.