Salesforce Integration - Incident Management

 

Contents

Introduction

Configure xMatters

Configure Zapier 

Test the integration

Download resources

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

Introduction

This article provides installation, configuration, and implementation details for integrating Salesforce with xMatters.  The integration focuses specifically on automating notification when a New Case is created in Salesforce.

This integration is built using Zapier.  When New Cases are created and their Priority is set to High in Salesforce, case details are sent to the xMatters communication via Zapier using REST / JSON.  Then notifications are sent to the appropriate targeted recipients.  Once notifications are delivered, recipients can also respond by either acknowledging, escalating, or taking ownership of the case as well as annotating the Case Notes in Salesforce.  

The Value:  This integration is meant to accelerate the notification of key personnel for Major Incidents (not all incidents) to help reduce MTTR for the most business impacting issues.  

Integration created and supplied by Jessie DeCarlos

Configure xMatters

Before configuring anything in Zapier, you'll need to first configure xMatters.

Create an integration user

This integration requires a user who can authenticate REST web service calls when injecting events.

This user needs to be able to work with events, but does not need to update administrative settings. While you can use the default Company Supervisor role to authenticate REST web service calls, the best method is to create a user specifically for this integration with the "REST Web Service User" role that includes the required permissions and capabilities.

Note: If you are installing this integration into an xMatters trial instance, you don't need to create a new user. Instead, locate the "Integration User" sample user that was automatically configured with the REST Web Service User role when your instance was created and assign them a new password. You can then skip ahead to the next section.

To create an integration user:

  1. Log in to the target xMatters system.
  2. On the Users tab, click the Add New User icon.
  3. Enter the appropriate information for your new user.
  4. Assign the user to the REST Web Service User role.
  5. Click Save.
  6. On the next page, set the web login ID and password. 

Make a note of these details; you will need them when configuring the Zapier side of the integration.

Create users and groups that will receive notifications

Notification Targets are based on the property of Products specified in Salesforce.  For example, GS1040 corresponds to the team responsible the the support of that Product.  This could represent your various teams like the network, infrastructure, or apps team. So, you will need to create the corresponding Groups that are in Salesforce and add the appropriate members to that Group in xMatters.  If you want to use a different property, you can simply select a different field as long as a corresponding Group exist in xMatters.

You can create multiple groups and users at once using the EPIC feature. 

Import the communication plan

The next step is to import the communication plan.

To import the xMatters communication plan:

  1. Download the attached .zip file to your system.
  2. In the target xMatters system, on the Developer tab, click Import Form.
  3. Click Browse, and then locate the downloaded file.
  4. Click Import Plan.
  5. Once the communication plan has been imported, click Plan Disabled to enable the plan.
  6. In the Edit drop-down list, select Forms.
  7. For the Integration - Salesforce CRM - Incident Management form, in the Not Deployed drop-down list, click Create Event Web Service.
  8. After you create the web service, the drop-down list label will change to Web Service Only.
    • In the Web Service Only drop-down list, click Permissions.
  9. Enter the integration user you configured above, and then click Save Changes.
  10. To get the web service URL for a form, in the Web Service Only drop-down list, click Access Web Service URL. Copy the highlighted URL at the top of the dialog box.
    • Note that the Access Web Service URL option appears twice in the drop-down menu. Ensure that you click the first option, just below Create Event Web Service.
    • You'll need these URLs when you configure Zapier.

Configure Zapier

Now that you've configured xMatters, it's time to configure Zapier to integrate Salesforce.

Create Zap #1: New Case

  1. Login to Zapier. Once logged in, click Make a New Zap.
  2. In Step 1: Choose a trigger and action:
    • In the "When this Happens" area, select Salesforce as the trigger. For the action, select New Case.
    • In the "Do This" area, select xMatters as the trigger. For the action, select Create Event.

  1. In Step 2: Select a Salesforce account, you will need to log in to Salesforce and Grant Access to Zapier. Then click Continue.
  2. In Step 3: Select a xMatters account, you will need to log in to your xMatters' instance using the integration User you configured earlier. Then click Continue.
  3. In Step 4: Filter Salesforce triggers, under Custom Filters, click Add Filter:
    • In the Field drop-down list select Status with the Condition of Exist.
    • Click Add AND Filter.
    • For Field, select Priority from the drop-down list.
    • For Condition, select (Text) Exactly Matches.
    • Finally, type High for the Value.

  1. In Step 5: Match up Salesforce Case to xMatters Event, copy the web service URL from the New Case form from the Salesforce Engine you imported earlier.
    • Add the properties listed in the table below in the first column, and then click + and Insert Field to insert the corresponding Salesforce field.
    • Under Priority, select Priority from the drop-down list.
    • Under Recipients, click Insert Field, and then select Product from the drop-down list.

 

  1. In Step 6: Test this Zap, click Test Salesforce trigger.
  2. In Step 7: Name and turn this Zap on, name the Zap (e.g., "Salesforce - New Case").

Create Zap #2: Case Notification Delivery 

  1. In Step 1: Choose a trigger and action:
    • In the "When this Happens" area, select xMatters as the trigger. For the action, select Notification Delivery.
    • In the "Do This" area, select Salesforce as the trigger. For the action, select Create Custom Object.

  1. For Step 2: Select xMatters account, select the login you previously created from the drop-down list. Then click Continue.
  2. In Step 3: Select a Salesforce account, again select the login you previously created from the drop-down list.
  3. In Step 4: Filter xMatters triggers:
    • Click Add a custom filter, and then click Field.
    • Click Copy to clipboard to copy Zapier's REST Callback URL (e.g.  https://zapier.com/hooks/catch/oj7z99/).  
    • Click OK I did this.
  4. Go to your xMatters On-demand instance, and navigate to the Developer tab.
  5. Select the communication plan you uploaded previously and click Edit > Forms.
  6. On the Forms page, click Edit > Callbacks.

  1. Select Delivery, and then paste the URL you copied from the clipboard into the URL field. Click Save.
  2. Now click the Messaging tab and then, in the menu on the left side of the screen, click New Case
  3. Fill in all fields (Company, Account Name, etc.) for testing purposes. Select a test Recipient, then click Send Message.
  4. Go back to Zapier and click OK I did this.
    • Zapier will now look for delivery message that will be sent in the callback. (This may take a few minutes.)
  5. Once successful, you will just need to click OK I did this again for a 2nd time. You will not have to send another message in xMatters.
  6. Once completed, select Delivery Status from the Customer Filters drop-down list and Exist from the Condition list.
  7. In Step 5: Match up xMatters Notification Delivery to Salesforce Custom Object:
    • In the Custom Type drop-down list, select Case Comment.
    • For Body, insert the values and text, as illustrated in the following example.

  1. For Step 6: Test this Zap, click Test xMatters trigger.
  2. And finally Step 7: Name and turn this Zap on, name the Zap (e.g. Salesforce - Case Notification Delivery Status), and then click Turn Zap on.

Create Zap #3: Case Notification Response

  1. In Step 1: Choose a trigger and action:
    • In the "When this Happens" area, select xMatters as the trigger. For the action, select Notification Response.
    • In the "Do This" area, select Salesforce as the trigger. For the action, select Create Custom Object from the drop-down list.

  1. For Step 2: Select xMatters account, select the login you previously created from the drop-down list, and then click Continue.
  2. In Step 3: Select a Salesforce account, again select the login you previously created from the drop-down list.
  3. In Step 4: Filter xMatters triggers, click Add a custom filter, and then click Field. Click Copy to clipboard to copy Zapier's REST Callback URL (e.g. https://zapier.com/hooks/catch/oj7z99/). Click OK I did this.
  4. Go to your xMatters On-demand instance, navigate to the Developer tab, and click Edit > Forms. On the Forms page, click Edit > Callbacks.
  5. Select Response, and then paste the URL you copied from the clipboard into the URL field. Click Save.
  6. Click the Messaging tab and then, in the menu on the left side of the screen, click New Case. Fill in all fields (Company, Account Name, etc.) for testing purposes. Select a test Recipient, and then click Send Message.
    • Once the notification has been received, you will need to respond with Acknowledge.
  7. Go back to Zapier and click OK I did this.
    • Zapier will now look for response message that will be sent in the Callback. This may take a few minutes.
  8. Once successful, you will just need to click OK I did this again for a 2nd time. You will not have to send another message in xMatters.

    1. Once completed, select Response from the Customer Filters drop-down list and Exist from the Condition list.

      1. In Step 5: Match up xMatters Notification Delivery to Salesforce Custom Object, in the Custom Type drop-down list, select Case Comment.
      2. For the Body field, insert the values and text as illustrated in the following example:

    1. For Step 6: Test this Zap, click Test xMatters trigger
    2. And finally, for Step 7: Name and turn this Zap on, name the Zap (e.g. Salesforce - Case Notification Response), and then click Turn Zap on.

xMatters / Salesforce Properties

Status Product
Case Reason  Case ID
Description Owner Name
Company Case Type
Priority Account Name
Case Number Subject

 

Test the integration

To test the integration :

  1. Create a new case in Salesforce.
  2. Set the Status to New and Priority to High.  
  3. Go to Zapier, go to the Zap you just created and click the drop-down for that Zap and click Run.
  4. If you appropriately set up your xMatters Groups to correspond with the correct Products, you should see the notifications in the Reports tab.

Download resources

xMatters Salesforce Communication Plan Package - zip Download
Video Demo of the integration at work. Download

 

 

 

 

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