BMC Helix Remedyforce integration requires a user setup in Salesforce Lightning Platform and subscription to BMC Helix Remedyforce app. with a API key with enough permissions and Requester Id to create Change Requests and Incidents. The following steps will assist you getting the integration user agent details from Freshservice to setup in FlexDeploy.
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FlexDeploy uses OAuth to integrate with the Lightining Platform to access BMC Helix Remedyforce application.
Connected App
Log into https://<domainname>.freshservicelightning.force.com.
- Click the profile setup icon and click Setup
- Click Profile Settings.
The API key will be encoded using base64 before used in the request to get change request or create any new request
Requester Id
The Requester Id which is the id of the user. The id can be fetched using agent REST API. Please use the link Freshservice Agents.
Ex - https://<domainname>.freshservice.com/api/v2/agents?active=true - This will return all the active agents.
- Payload should set the Authorization header with the base64 encoded API KEY. Ex Basic <base64 encoded API KEY>
Roles
To assign the correct role for the integration agent, please follow the below steps
- Once the Setup screen is open in a new window, click App Manager as shown below.
- To create a new Connect App, Click New Connected App on the right top coner (Ex Here we created FlexBMTHelix for reference).
- From Connect App screen, you should get the Client Id and Client Secrete Id to setup the BMC instance in Topology.
Security Token
The BMC Helix Remedyforce user id should use the password along with the security token to integrate with the Salesforce Lightining Platform. To get the security token follow the below step
- From the home screen, click the Admin
- Under User Management, click the Agents
- Select the agent setup for FlexDeploy integration
- Click Edit Agent
- Scroll down to Roles section and click Associate Roles. Use Problem Manager (Out of Box) role which elevates the user to create Change Request and Incident as well. If there is any custom roles setup in your organization, you can use that as well. Please make sure the role has access to create Change and Incident.
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- Profile icon and Setting
- Use the Reset My Security Token Link in the navigation menu to receive the security token. When you create the BMC Helix instance in Topology, when you enter the password for the userid you need to enter <password><securitytoken>. (Ex if password is ex1234 and security token is E0aO1l43VKm, then in the password you should enter it as ex1234E0aO1l43VKm)
Category Id
- Creating an Incident in BMC Helix requires category id (Foreign Key value) to be setup
- You need to setup/add Category for the type of Incident going to be created from FlexDeploy. Once the Catgegory is defined, you can use the Lightning Platform Rest for SObject Relationships to get the id.
- For category, you can use https://<Salesforce instance name>/services/data/<version>/sobjects/BMCServiceDesk__Category__c. Below is a sample response, you should use the id field value for Category Id when you setup the BMC instance in Topology
Now setup an instance for BMC Helix Remedyforce in FlexDeploy and you are all set to integrate.