How to configure BMC RemedyForce for integration with ONEiO

Introduction

This document shows an example of what needs to be done in BMC RemedyForce to make it integration-ready with ONEiO. Note also, that the amount of fields used in integrations might vary. The document also describes what ONEiO 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 support@oneio.cloud.

You can sign up for a free trial of ONEiO from the following link: ONEiO Free Trial

Sending from RemedyForce to ONEiO

Access from ONEiO to RemedyForce

ONEiO accesses RemedyForce with using SalesForce REST API.

ONEiO connected app for BMC RemedyForce

Install the package from this LINK (version 1.4)

Select to install for All Users

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Approve 3rd party access

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After the installation, ONEiO Configuration needs to be added.

Click + from the top menu

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Select SF Configuration

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Select "new"

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

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Sending from ONEiO 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 ONEiO

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 ONEiO

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 support@oneio.cloud 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 IncidentService_Request or Change_Request

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