[music, wind, chimes]
Do you need to integrate your Salesforce and ServiceNow applications
to synchronize data
such as cases to incidents or vice versa?
Oracle Integration Cloud Service or ICS
enables you to perform this integration
and seamlessly manage your Salesforce cases
from within ServiceNow
with a bidirectional synchronization of case to incident.
The integration creates configuration items from a Salesforce case's product,
the Salesforce case contact will be synchronized with a ServiceNow user record
for ease of management.
Similarly
ServiceNow can post updates to the Salesforce case
when changes are made to the related incident.
To complete this integration follow these main tasks:
1. Create the Salesforce and ServiceNow connections in ICS
2. Create the integration
and set the data mapping between the previous two connections
3. Save and activate your integration
4. Create a new case in Salesforce
5. And, verify that a new incident
is created in ServcieNow based on the Salesforce case
Create the integration between Salesforce and ServiceNow applications
in Oracle Integration Cloud Service.
I start by creating a ServiceNow connection
by using the ServiceNow adapter.
As I provide the connection name,
the identifier is automatically generated
based on that name.
As a part of the ServiceNow connection,
specify the domain name.
If it's password protected you also set the credentials for the connection.
Once the ServiceNow connection is configured,
test the connectivity and verify that it’s successful.
The ServiceNow connection is marked as configured,
it’s ready to use within integrations.
On the connections page,
create another connection,
this time use a Salesforce adapter.
Just as before,
the identifier is automatically generated
based on the connection name.
After the Salesforce connection has been created
configure the connection properties to the Salesforce endpoint
by using a WSDL file
that contains the endpoint details.
This WSDL file was created when configuring
the Object Outbound Message in the Salesforce system.
The Salesforce endpoint is password protected
so I add the required credentials.
This password is a composite
of the password and security token.
Once the connection is configured in ICS,
I test the connectivity and verify that it’s successful.
The Salesforce connection is now marked as configured.
On the Designer page,
I continue with the creation of the integration
between the configured Salesforce and ServiceNow connections.
I provide information about the integration,
putting a name and an identifier.
The integration canvas is displayed
with all the available fully configured connections.
I start the integration by setting the Salesforce connection as the integration source.
Provide a meaningful name to the Salesforce endpoint reference.
Because I want to receive notifications about the case object,
I select some of the case fields from the list.
I build the field conditions
by setting the reason field as performance.
I also want to receive notifications when the case gets created,
so I configure the event notification.
I verify my selections for my Selesforce Cloud Connection configuration.
The configuration summary displays the case object
and its selected fields,
as well as the condition to trigger the event notification.
The Salesforce connection appears in the canvas
as configured as the source connection.
Now I continue configuring the integration,
by using the configured Service Now connection as the target.
Enter some identifying information for the ServiceNow endpoint.
This time I select the insert operation
because I want to insert an incident.
I verify the selected table and operation,
in this case incident and insert.
The ServiceNow connection appears as the integration target
Continue mapping the data between these two connections.
I map the case fields from the Salesforce connection
to the incident fields on the ServiceNow system.
Once the data mapping is complete
I save the changes so the integration can be activated.
Now lets take a look at the ServiceNow system.
First, I filter the created incidents
from today and verify that there aren’t any results for now.
Then I create a new case in Salesforce
by using the basic case information
and setting the performance reason
so it triggers the creation of the ServiceNow incident.
After the Salesforce case is saved,
it triggers an event that creates an Incident in ServiceNow.
I go back to the ServiceNow system
and filter again the recently created incidents.
A new incident appears based on the Salesforce case.
The integration is completely configured and synchronized
between the Salesforce and ServiceNow applications.
Thank you for watching,
for more information,
visit cloud.oracle.com/integration