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 supports for:

  • Incident

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

 

Access from ONEiO to Remedyforce

Screenshot_2021-09-17_at_10.48.26.png

ONEiO accesses Remedyforce by using Salesforce REST API.

Remedyforce to ONEiO Flow Settings

ONEiO application for Remedyforce

You can find and install the latest package via this link

Application Installation process

  • Use the link and log in with your Remedyforce account if needed.

  • Select "Install for All Users"

  • Approve Third Party Access

  • Complete installation process

  • Then go to ONEiO application

ONEiO Application Settings

  • On the application page, 2 things are needed to be done;

    • Create a user by using ONEiO username and password

    • 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_account_settings.png

 

ONEiO Integration Rule Creation

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

 

rforce_integration_rules.png

  • Settings for Remedyforce to ONEiO flow are completed at this point.

ONEiO to Remedyforce Flow Settings

Remedyforce Side

Create Integration User on Remedyforce

On Remedyforce;

  • Click cog symbol and "Setup" on the navigation bar, the page directs to “Lighting” Salesforce.

  • Naviagte to left side of the page and search "App Manager" in Quick Find

app_manager_remedyforce.png

  • Click "New Connected App" on the top right of the page

  • Fill "Basic Information" Form

    • Contact email must belong to Remedyforce Integration user.

      • Integration user’s id, security token, and email address are going to be used on ONEiO Endpoint page.

new_connected_app_-_rforce.png

  • After some scrolling, on Enable OAuth settings;

  1. Check “Enable OAuth Settings”

  2. Check “Enable for Device Flow” ( “callback URL” is filled)

  3. On Available OAuth Scopes Give “Full Access”

api-remedyforce-app-settings.png

  • After saving the application, click continue. On the opened page, there will be information required;

    • Consumer Key

    • Consumer Secret

ONEiO to Remedyforce

On Endpoint page, while editing new endpoint;

Screenshot_2021-09-17_at_10.59.25.png

Remedyforce User

User’s email address of integration user

Remedyforce User ID

Unique identifier of integration user

Password

Password of user

Security Token

  1. Login via Integration user

  2. The token can be taken by clicking Profile avatar then Settings → My Personal Information → Reset My Security Token.

Client ID

Consumer Key. To be taken from related Connected App

Client Secret

Consumer Secret. To be taken from related Connected App

 

After completing settings on Remedyforce and ONEiO, you can use ONEiO Rule Robot for integrating Remedyforce with set on Endpoint Types on ONEiO.

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