How to configure Remedyforce and ONEiO for successful integration

Introduction

This document shows an example of what needs to be done in Remedyforce to make it integration-ready with ONEiO. Note also, that the number 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 self-service integration provides support for:

• Incident

In case you have questions related to setting up the integration, send an email to support@oneio.cloud.

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

Overview

This article gives an overview of the required steps to integrate ONEiO and RemedyForce. In this guide, we cover the following steps required for bi-directional communication between ONEiO and RemedyForce.

1. Application Installation process
2. Create ONEiO's account and integration rule

3. Create Integration User on Remedyforce

Sending messages from RemedyForce to ONEiO

Application Installation process

ONEiO accesses Remedyforce by using Salesforce REST API.

You can find and install the latest package via this link.

Use the link and log in with your Remedyforce account if needed. Then select "Install for All Users" and approve third-party Access to complete the installation process. Finally, navigate to the ONEiO's application page in Salesforce.

Create ONEiO's account and integration rule

Next, navigate to the application page, where you will need to create a user by using ONEiO username and password and create an integration rule.

ONEiO Account Creation

ONEiO username and password can be gathered from ONEiO Endpoint page. After a new endpoint is started to be created, ONEiO username and password will be available.

ONEiO Integration Rule Creation

After creating of ONEiO account, an integration rule should be created based on need. Related ONEiO accounts should be selected for the rule.

The setup for Remedyforce to ONEiO flow is completed at this point.

Sending messages from ONEiO to RemedyForce

Create Integration User on Remedyforce

On Remedyforce, click the cog symbol and "Setup" on the navigation bar, and the page directs to “Lighting” Salesforce. Then navigate to the left side of the page and search "App Manager" in Quick Finder.

Here, click on "New Connected App" on the top right of the page and fill out the form with the basic information. Please note that the contact email must belong to the RemedyForce Integration user. The integration user’s ID, security token, and email address are going to be used on the ONEiO Endpoint page.

Scroll down and in the section API "Enable OAuth Settings", tick the checkboxes “Enable OAuth Settings” and “Enable for Device Flow” (the latter will fill the “callback URL”).

Then, in Selected OAuth Scopes, select "Full Access".

After saving the application, click on Continue. Here you can find the Consumer Key and Consumer Secret, which will be required in ONEiO's endpoint setup.

On the Endpoint page, while editing a new endpoint:

After completing the settings on Remedyforce and ONEiO, you can use ONEiO Rule Robot to integrate Remedyforce with set on Endpoint Types on ONEiO.