Remedyforce Plugin

Our Remedyforce Plugin has been designed to allow the automatic creation of Remedyforce views in Clarive and vice versa, so that you can have both services synchronized. To accomplish this, we use the Salesforce API REST version 39.0 (Spring '17).

What is Remedyforce

BMC Remedyforce is a cloud-based IT service management tool, built on the Salesforce App Cloud, that enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

Installation

To install the plugin, place the cla-remedyforce-plugin folder inside $CLARIVE_BASE/plugins directory in your Clarive instance.

RemedyforceServer Resource

To configurate the Remedyforce Server Resource open:

In Clarive SE: Resources -> ClariveSE.

In Clarive EE: Resources -> Remedyforce.

This Resource is used to save your Remedyforce Server settings:

• Username - Your Remedyforce username.
• Password - Your Remedyforce password.
• Consumer Key - The ID number of your connected app at Remedyforce.
• Security Token - Authentication token of your account at Remedyforce.
• Consumer Secret - Consumer secret of your app connected at Remedyforce.
• Login URL - This is the URL the plugin we will attempt to connect to, with the default value set to https://login.salesforce.com/services/oauth2

Example:

    Username: example@bmcremedyforce.com
    Password: password
    Consumer Key: 3MVG9Hx6Zv05HarQ1l8pIL62JC5PmpO1ocJX_T4kxSBEsjajheL_CXjGvs92NxXhWOpoEH03C5K9Yi2466Sw7
    Security Token: JT7ZtSkxLfyGsK11BLdG6Mpd
    Consumer Secret: 8012766140293765752
    Login URL: https://login.salesforce.com/services/oauth2

Where can I find these values in my Remedyforce account?

• Username: click on your name->My Settings->Personal->Personal Information and checkout your username.

• Security Token: click on your name->My Settings->Personal->Reset My Security Token. You will receive an email with your new Security Token.

• Consumer Key and Consumer Secret: you will have to create a new app. In order to do so, go to setup->build->create->apps->connected apps->New. Here you will have to complete at least the following fields:

  • Connected App Name: for example, "clarive"
  • Api Name: (completed automatically)
  • Contact Email: Your email address
  • Check the Enable OAuth Settings box and write your Callback URL (see Remedyforce example, 'https://login.salesforce.com/services/oauth2/callback')
  • Selected OAuth Scopes: Full access (full) recommended option. Once you have saved the app, you can click on it to see a preview, where you can find the Consumer Key and the Consumer Secret.

RemedyforceView Resource

To configurate the Remedyforce Category Resource open:

In Clarive SE: Resources -> ClariveSE.

In Clarive EE: Resources -> Remedyforce.

This Resource will synchronize any Clarive topic you choose with the desired Remedyforce view. That way, when you create (update or delete) a topic or a view of this type, it will be created automatically on the other platform.

• Remedyforce View Internal Name: The internal name of the type of view you are going to create in Remedyforce. You can find these internal names at Setup->Create->Objects.
• Clarive Topic Name: The name in Clarive of the topic category you would like to be equivalent to the Remedyforce View Name.
• Clarive - Remedyforce Field Correspondance: The fields you wish to share between the two services must have their correspondence here, with the Clarive field names written to the left and the Remedyforce ones written to the right. Clarive names must be the id_field name you have used in the form rule associated with the topic, and Remedyforce names must be the id names of the fields you would like to correspond, which can be found at Setup->Create->Objects-><Your view> (API Name column).
• Clarive - Remedyforce List Correspondence: - You will define the correspondence between the values of all fields of type 'reference'. For example, if 'status_new' can take different values, that are represented as ids in Remedyforce, here you have to write those ids for each value.

Example:

    Remedyforce View Internal Name:     BMCServiceDesk__Incident__c
    Clarive Topic Name:                 Incident
    Clarive - Remedyforce Field Correspondance:
    - description                       BMCServiceDesk__incidentDescription__c
    - remedyforce_category              BMCServiceDesk__FKCategory__c
    - status_new                        BMCServiceDesk__FKStatus__c
    - impact                            BMCServiceDesk__FKImpact__c
    
    Clarive - Remedyforce List Correspondence:
    - status_new (Type: Hash)
        - 2 (New)                       a3w0Y000000kBuEQAU
        - 22 (In Progress)              a3w0Y000000kBujQAE
    - impact (Type: Hash)
        - High                          a2M0Y000000tKzPUAU
        - Medium                        a2M0Y000000tKzQUAU
        - Low                           a2M0Y000000tKzRUAU

We recommend that you use characteristic field types that match the Remedyforce field you wish to synchronize.

Remedyforce Inbound

This service will perform an action in Clarive from Remedyforce. In order to do so, you have to place it in a webservice previously synchronized with a Salesforce Webhook.

Example of Webhook creation:

• Create a webservice called "inboundCreateRule".
• Create a Webhook with the desired SObject setting and a URL such as <your Clarive url>/rule/ws/<inboundCreateRule>?api_key=<your API Key in Clarive>.

The various parameters are:

• Remedyforce Server (variable name: server) - Server with the user data from Remedyforce that will create the topic in Clarive.
• Action (synchronizeWhen) - The action to be performed. It can be Create ("Create"), Update ("Update") or Delete ("Delete").

Remedyforce Outbound

Use this service to perform an action remotely from Clarive. The events must be of type "post-offline".

The various parameters are:

• Remedyforce Server (server) - Server with the user data from Remedyforce that will create the topic in Clarive.
• Action (synchronizeWhen) - The action to be performed. It can be Create ("Create"), Update ("Update"), Delete ("Delete") or Change Status ("Change Status").

How to use

Fast setup steps:

1. Create a New Connected App in your Remedyforce account with OAuth Settings.
2. In Clarive, complete the RemedyforceServer Resource with your Remedyforce account.
3. Create a form with the fields for the new topic you wish to synchronize with the desired Remedyforce view.
4. Use the RemedyfieldView Resource to create a new view with field correspondence between your id form settings and their counterpart in Remedyforce.
5. Create three webservice rules for creating, updating and deleting topics, and add the corresponding Remedyforce Inbound palette service.
6. Create four event rules for creating, updating, changing status and deleting topics and add only the corresponding Remedyforce Outbound palette service in each case. Use post-offline in the events.
7. Create the corresponding webhooks for each webservice.

If you encounter difficulties with any of the steps, we recommend that you read the rest of this guide and that you read the FAQs at the end of the document.

In Clarive EE

Once the plugin is placed in its folder, you can find this service in the palette in the section of generic service and can be used like any other palette op.

Outbound example:

    Remedyforce Server: Remedyforce server
    Action: Create

Inbound example:

    Remedyforce Category: Remedyforce categories
    Action: Create

In Clarive SE

Rulebook

If you want to use the plugin through the Rulebook, in any do block, use this ops as examples to configure the different parameters:

Outbound example:

do:
   - remedyforce_outbound:
       server: 'remedyforce_resource'          # Required. Use the mid set to the resource you created 
       synchronize_when: 'Create'              # Required.

Inbound example:

do:
   - remedyforce_inbound:
       server: 'remedyforce_resource'     # Required. Use the mid set to the resource you created
       synchronize_when: 'Create'         # Required.

Outputs

Success

The service will return the response from the Remedyforce API.

Possible configuration failures

Task failed

You will get the error from the Remedyforce API.

Variable required

Error in rulebook (compile): Required argument(s) missing for op "remedyforce_outbound": "server"

Make sure you have all required variables defined.

Not allowed variable

Error in rulebook (compile): Argument `Category` not available for op "remedyforce_inbound"

Make sure you are using the correct paramaters (make sure you are writing the variable names correctly).

FAQs

• Q: Why is my view not being created when I create a topic in Clarive?
• A: Check that you have synchronized all the required fields of the view in your RemedyforceView Resource. Note that not all the required fields have the (Required) label, however you cannot create the view without it.
• Q: Why is my topic not being created when I create a view in Remedyforce?
• A: Check that you have at least one initial status assigned to the topic you wish to create. Check also that you have typed all the variable names correctly.
• Q: Why are my Impact/Urgency/Priority fields not being colored properly?
• A: You may not have written the correspondence names as they are actually named in your RemedyforceView. Check the field Options in your Pills form (in Clarive form rule).

More questions?

Feel free to join Clarive Community to resolve any of your doubts.