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MuleSoft Accelerator for Salesforce Service Cloud

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Use case 2 - Create issues or incidents

Overview

The following use case is covered:

Create issues or incidents [Service Cloud → ServiceNow (a) & Jira (b)]

This use case shows you how to create a new “issue” in Jira or “incident” in ServiceNow from a “case” in Service Cloud.

High-level architecture

Workflow

When a case with ServiceNow or Jira synchronization checkbox selected is created in Service Cloud, it pushes an event to Salesforce PushTopic
Mule streams that event with caseId and pushes it into Anypoint MQ
Mule further consumes that message from Anypoint MQ and retrieves required case details from Service Cloud
Mule transforms the case details from Service Cloud and creates an incident in ServiceNow or issue in Jira

Sequence Diagram

Systems involved

Service Cloud, where cases are created
Jira
ServiceNow (SNOW)

Setup Instructions (Service Cloud → ServiceNow)

ServiceNow (SNOW) Configuration

Follow README.md instructions from the common build project asset (look under the configs folder).

Service Cloud Configuration

Create custom fields on the Case object to control incident/issue creation in external systems.

Field Name	Field Label	Data Type	Description
Sync_With_SNOW__c	Sync With SNOW	Checkbox default unchecked	Flag to Sync Case with ServiceNow
Sync_With_JIRA__c	Sync With JIRA	Checkbox default unchecked	Flag to Sync Case with Jira

Summary:

Create Custom Fields Sync_With_SNOW__c and Sync_With_JIRA__c with “checkbox” as field type.
Create a push topic on the “case” object with the following information in Salesforce:
- API Version 47.0 (replace with current API version if applicable)
- Name All_Cases (may not contain spaces)
  - NotifyForOperationCreate true
  - NotifyForOperationDelete false
  - NotifyForOperationUndelete false
  - NotifyForOperationUpdate false
Query: SELECT Id FROM Case where Sync_With_SNOW__c=true or Sync_With_JIRA__c=true

Mule Projects

Follow the README instructions in the following Mule template projects to set up, deploy, and run these projects. All configurable properties can be found in the YAML files in each project.

ServiceNow System API API Specification | Implementation Template
- snow.url: Use this parameter to configure ServiceNow Instance URL.
- snow.urgency: Use this parameter to configure the urgency value of an Incident in ServiceNow.
- snow.severity: Use this parameter to configure the Incident severity level in ServiceNow.
- snow-mapping.priority.**: Use this parameter to configure priority mapping value in ServiceNow.
- snow-mapping.state.**: Use this parameter to configure Incident state mapping in ServiceNow if it is different in the ServiceNow Instance.
Case AMQ Listener | Implementation Template
- sfdc-mapping.state.**: Use this parameter to configure Jira to Salesforce Case Status Mapping used in Jira to Salesforce Update.
- anypoint-mq.**: Use this parameter to configure various properties associated with Anypoint MQ.
Case Process API | API Specification | Implementation Template
Salesforce System API | API Specification | Implementation Template
- sfdc.userName: Use this parameter to configure user login for Salesforce.
- sfdc.caseQuery: Use this parameter to configure the query.
Salesforce Topic Listener | Implementation Template
- sfdc.username: Use this parameter to configure Salesforce username.
- sfdc.topicName: Use this parameter to configure topic name created in Salesforce.
- sfdc.replyId: Use this parameter to configure reply id. To receive cases from a particular reply id, configure the id. For example, if reply id 10 is configured, all the cases from id 10 will be received again.
- anypoint-mq.**: Use this parameter to configure various properties associated with Anypoint MQ.
Jira System API | API Specification | Implementation Template

ServiceNow components & configurations

A custom field is created in ServiceNow to hold the Salesforce CaseId
ServiceNow Connector is used to invoke insert operation on incident service

Jira components & configurations

A custom field is created in Jira to hold the Salesforce CaseId
API to create Issue in Jira

Service Cloud Components & configurations

Click here for documentation on Salesforce push-topics.

Use Workbench to create a push topic query.

Log into Workbench at http://workbench.developerforce.com
Select Data > Insert
Choose PushTopic as the Object Name and Single Record.
Click Next
Populate all required fields as shown below and click Insert

Field	Value
`API Version`	46.0 (Replace with current API version is applicable)
`Name`	All_Cases (May not contain spaces)
`NotifyForOperationCreate`	true
`NotifyForOperationDelete`	false
`NotifyForOperationUndelete`	false
`NotifyForOperationUpdate`	false
`Query`	`SELECT Id FROM Case where Sync_With_SNOW__c = true or Sync_With_JIRA__c = true`

Data elements & mapping

ServiceNow

SFDC Data Element Name	Data Type	Description	ServiceNow Data Element Name
Id	Text	Case identifier in salesforce service cloud	u_sfdc_case_id
Subject	Text	Case subject e.g. “widget received is wrong size”, “router is not responding”	short_description
Description	Text	Detailed description of the case	description
Type	Text	Case type e.g. ”Product Support”, “Account Support”, “General”
Status	Text	Case status e.g. “On Hold”, “New”, “Working”, “Escalated”	state
Priority	Text	Case priority e.g. “High”, “Medium”	priority

Priority cross-reference

Salesforce	ServiceNow
High	1 (Critical)
Medium	2 (High)
Low	3 (Medium)

Jira

SFDC Data ElementName	Data Type	Description	Jira Data Element Name
Id	Text	Case identifier in salesforce service cloud	customfield_10027
Subject	Text	Case subject e.g. “widget received is wrong size”, “router is not responding”	summary
Description	Text	Detailed description about the case	description
Type	Text	Case type e.g.”Product Support”, “Account Support”, “General”	“Bug”
Priority	Text	Case priority e.g. “High”, “Medium”	priority

Status cross reference

Salesforce	ServiceNow
New	1 (New)
Working	2 (In Progress)
Escalated	3 (On Hold)
Closed	5 (Resolved)

Type	Custom
Organization	MuleSoft
Published by	MuleSoft Organization
Published on	Oct 30, 2020