How to configure BMC RemedyForce for integration with Service-Flow

Introduction

This document shows an example of what needs to be done in BMC RemedyForce to make it integration-ready with Service-Flow (S-F). Note also, that the amount of fields used in integrations might vary. The document also describes what S-F needs to be able to send messages to the RemedyForce instance.

Currently the integration supports three processes: Incident, Service Request and Change Request. More processes can be added on demand.

For any questions related to setting up the integration, please send mail to experience@service-flow.com.

Sending from RemedyForce to Service-Flow

Access from Service-Flow to RemedyForce

S-F accesses RemedyForce with using SalesForce REST API.

Service-Flow connected app for BMC RemedyForce

Install the package from this LINK (version 1.4)

Select to install for All Users

Approve 3rd party access



After the installation, Service-Flow Configuration needs to be added.

Click + from the top menu

Select SF Configuration

Select "new"

And set the username and password. You can get these from Service-Flow UI ("Configuration" → "Flow Configuration"). Select also the Service-Flow environment where to send the outbound messages.

Sending from Service-Flow to RemedyForce 

Create Integration user to RemedyForce

Add integration user to RemedyForce. This user is used be able to create and update the entities that are integrated.

Access from RemedyForce to Service-Flow

To call Salesforce or Remedyforce REST API, is necessary to obtain a sessionID to do that you need to use OAuth2 authentication (more information).

Set the url and credentials to Service-Flow

In addition, the integration needs the consumer key and consumer secret to authenticate. This info can be retrieved from ServiceFlowRemedyForce connected app properties. Please contact experience@service-flow.com to set these in place.

Mandatory fields in the messages to RemedyForce

To create or update a record in RemedyForce, you need to include element request.sf_entity_type to the message towards RemedyForce. Possible values are Incident, Service_Request or Change_Request