Version 1.0.0 of the "Salesforce Service Cloud" SyncPack provides a bidirectional integration between Skylar One events and Salesforce cases or incidents.
This SyncPack uses the "Salesforce Service Cloud: Synchronization Policies" PowerPack.
Features Included in this Release
The following applications are included in this SyncPack:
- Bulk Resolve Skylar One Events From Salesforce. This application resolves Skylar One events that were resolved be corresponding Salesforce cases.
- Bulk Resolve Skylar One Events From Salesforce Cases. This application resolves Skylar One events that were resolved by corresponding Salesforce incidents.
- Create Salesforce Case. This application collects event information from Skylar One and creates a case in Salesforce.
- Create Salesforce Incident. This application collects event information from Skylar One and creates an incident in Salesforce.
- Get Acknowledged Salesforce Cases And Update Skylar One Event. This application collects acknowledged case data from Salesforce and updates the corresponding Skylar One event.
- Get Acknowledged Salesforce Incidents And Update Skylar One Event. This application collects acknowledged incident data from Salesforce and updates the corresponding Skylar One event.
- Pass Acknowledged Details From Skylar One To Salesforce Case. This application collects acknowledged incident data from Salesforce and updates the corresponding case.
- Pass Acknowledged Details From Skylar One To Salesforce Incident. This application collects acknowledged event data from Skylar One and updates the corresponding Salesforce incidents.
- Resolve Salesforce Case. This application resolves Salesforce cases that were resolved by corresponding Skylar One events.
- Resolve Salesforce Incident. This application resolves Salesforce incidents that were resolved by corresponding Skylar One events.
The following configuration object is included in the SyncPack:
- Base Salesforce Configuration. This configuration object can be used as a template after the SyncPack is installed on the Skylar Automation system. The configuration object includes the following:
- Details for connecting to the Skylar One, including the host, username, and password.
- Details for connecting to Salesforce, including the client ID, client secret, username, and password.
- Details for connecting events and cases or incidents between Skylar One and Salesforce including options to populate the external URL, define the default acknowledging user, and resolving an Skylar One event from Salesforce.
- Details for customizing templates.
The following steps are included in this SyncPack:
- Create Bulk Skylar One 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 Skylar One to Salesforce
- Pass Case Resolution From Skylar One to Salesforce
- Post Event Update to Skylar One
To view the latest manuals for the Skylar Automation (formerly Skylar Automation) Platform, see the Skylar Automation page. To view the latest release notes for Skylar Automation, see Skylar Automation Release Notes.
System Requirements
This release of the SyncPack requires:
- SL1 Skylar Automation platform version 2.4.0 or later.
- Skylar One version 11.2.0 or later. For details on upgrading Skylar One, see the relevant SL1 Platform Release Notes.
- "Base Steps" SyncPack version 1.3.2 or later.
- "Salesforce Service Cloud: Synchronization Policies" PowerPack version 100 or later.
- A Salesforce Developer account.
The following table lists the port access required by the Skylar Automation platform and this SyncPack:
| Source IP | Skylar Automation Destination | Skylar Automation Source Port | Destination Port | Requirement |
| Skylar Automation | Skylar One API | Any | TCP 443 | Skylar One API Access |
| Skylar Automation | Salesforce API | Any | TCP 443 | Salesforce API Access |
| Skylar Automation | Skylar One Database | Any | TCP 7706 | Skylar One Database Access |
Installing the SyncPack
A SyncPack file has the .whl file extension type. You can download the SyncPack file from the ScienceLogic Support Center.
To locate and download the SyncPack:
- Go to the ScienceLogic Support Center at https://support.sciencelogic.com/s/.
- Click the tab and select SyncPacks.
- In the Search field, type the name of this SyncPack and select it from the search results. The Release Version page appears.
- On the tab, click the down arrow next to the SyncPack version that you want to install, and select Show File Details. The Release File Details page appears.
- Click the button to download the SyncPack.
After you download a SyncPack, you can import it to the Skylar Automation (formerly Skylar Automation) platform using the Skylar Automation user interface.
To import a SyncPack in the Skylar Automation user interface:
- On the SyncPacks page, click . The Import SyncPack page appears.
- Click 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.
- Click . Skylar Automation registers and uploads the SyncPack. The SyncPack is added to the SyncPacks page.
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.
To activate and install a SyncPack in the Skylar Automation user interface:
- On the SyncPacks page, click the 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 Skylar Automation system.
If you do not see the SyncPack 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 SyncPacks.
- Click 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.
- 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" Skylar Automation application appears, and you can view the Step Log for the steps. For a failed installation, the Error Logs window appears.
- If you have other versions of the same SyncPack on your Skylar Automation system, you can click the button () for that SyncPack and select Change active version to activate a different version other than the version that is currently running.