How to configure Remedyforce and ONEiO for a successful integration

 

Installation

Install the package with the ONEiO integration components for Remedyforce

All the necessary integration components are available as part of an unmanaged package.

Use this URL to install the package into any organisation:

[NEW PACKAGE TO BE PUBLISHED]

Note: If you are installing into a sandbox organisation you must replace the initial portion of the URL with http://test.salesforce.com. Recommended installation configuration is “Install for all users” with enabled access to the specified third-party websites when prompted. 

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Remedyforce to ONEiO Configuration

Configure the ONEiO App components

Within the installed “ONEiO” app’s “ONEiO Account Settings” tab create a new record with the username and password generated and saved within ONEiO native application (https://oneio.app). 

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Within the “ONEiO Integration Rules” tab create a record for the integrated entity and define a condition when you want it to be integrated. Additionally, select the “ONEiO Account Settings” record created earlier.

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Verify the configuration with a test

Create an incident to test if your configuration is correct

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If it is so, you will be able to see the newly created entity within the ONEiO native app message feed. Now you are ready to build a routing rule and integrate it further with any system of your choice. 

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Remedyforce to ONEiO Configuration

Create a dedicated integration user and a connected app for authentication

Create an integration user with the necessary permissions on the integrated entities and reset the password. After authenticating with the integration user proceed with resetting the dedicated security token. Take a note/temporary record of the generated password and token information

Create a connected app record with the necessary for the integration permissions

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And take note/temporary record of the generated “Consumer Key” and “Consumer Secret” properties

Configure ONEiO native app endpoint

Configure ONEiO native app endpoint properties with the authentication data and base URI details.

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Username

The dedicated for the integration user.

Password

A concatenated string that is composed of the password of the integration user and the related security token.

Client ID

“Consumer Key” value coming from the dedicated connected app. 

Client Secret

“Consumer Secret” value coming from the dedicated connected app. 

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Please replace https://{your org ID}.lightning.force.com you see in the browser with https://{your org ID}.my.salesforce.com when inserting into the URL field. 

Verify your ONEiO > Remedyforce configuration with a test

Create a rule leading to the configured Remedyforce endpoint and create a test entity. If your authentication/authorization configuration is correct you will see it from a successful HTTP 200 status in response.

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