Create Zendesk Tickets for Salesforce Cases

Create Zendesk Tickets for Salesforce Cases

Use this recipe to create Zendesk tickets for Salesforce cases.

Note: This recipe is available as Salesforce — Zendesk | Create Tickets for Cases in the Integration Store. Oracle provides this recipe as a sample only. The recipe is meant only for guidance, and is not warranted to be error-free. No support is provided for this recipe.

Overview

This is an application-driven recipe that creates a ticket in Zendesk whenever a case is created in Salesforce.

To use the recipe, you must install the recipe package and configure the connections and other resources within the package. When a case is created in Salesforce, the integration flow of the recipe is triggered, and it creates a corresponding ticket in the Zendesk instance. Basic data such as subject, description, and priority are synchronized between the Salesforce and Zendesk platforms.

System and Access Requirements

Before You Install the Recipe

You must perform the following configuration tasks on your Salesforce and Zendesk instances in order to successfully connect to these external systems using Oracle Integration and create tickets for cases.

Configure Salesforce

To access Salesforce from Oracle Integration and read case records, you must perform certain configurations on your Salesforce instance.

Create a user account on Salesforce for Oracle Integration. You’ll use the credentials of this user account while configuring the Salesforce connection in Oracle Integration.

Also, identify your Salesforce instance type and your current Salesforce API version. In addition, create an outbound message to trigger the integration flow of the recipe, and create a workflow rule to send the outbound message when a Salesforce case is created.

Log in to your Salesforce instance as an Administrator and execute the following tasks.

Note: The steps provided here apply to the Salesforce Classic UI. If you’re using the Lightning Experience UI on your Salesforce instance, switch to the Classic UI.

  1. Create an API-enabled custom role. You’ll assign this role to the user account you’ll subsequently create for Oracle Integration.

    1. On the Salesforce Setup page:

      1. Expand Manage Users under the Administer section in the left navigation pane.

      2. Click Profiles.

    2. On the Profiles page, click New Profile.

    3. On the resulting page:

      1. Select Standard User in the Existing Profile field.

      2. Enter a name for the new profile, for example, API Enabled, and click Save.

      The new profile is now saved, and the Profile Detail page of the new profile is displayed.

    4. Click Edit on the Profile Detail page.

    5. On the Profile Edit page:

      1. Scroll to the Administrative Permissions section and ensure that the API Enabled check box is selected.

      2. Scroll to the Standard Object Permissions section and perform the following actions.

        • In the Accounts row, leave the Read, Create, Edit, and Delete boxes checked. Additionally, select the ViewAll check box.

        • In the Contacts row, leave the Read, Create, Edit, and Delete boxes checked. Additionally, select the ViewAll check box.

        • In the Price Books row, leave the Read box checked. Additionally, select the Create, Edit, and Delete check boxes.

        • In the Products row, leave the Read box checked. Additionally, select the Create, Edit, and Delete check boxes.

      3. Scroll to the end of the page and click Save.

  2. Create a user account for Oracle Integration and assign the custom role created previously to this account.

    Note: If you have already created a user account for Oracle Integration, you can assign the API-enabled custom role to the existing account.

    1. On the Profile Detail page of the API Enabled profile, click View Users.

    2. Click New User in the resulting page.

    3. On the New User page:

      1. Enter a first name and last name for the user, for example, Integration User05.

      2. In the Email field, enter a valid email address.
        The email address you enter is automatically populated in the Username field. Note this username.

      3. In the User License field, select Salesforce.

      4. In the Profile field, select the profile you created previously, that is, API Enabled.

      5. Scroll to the end of the page, ensure that the Generate new password and notify user immediately check box is selected, and click Save.
        The user account is now created, and a verification email is sent to the email address you provided for the account.

    4. Log in to the corresponding email account and click the Verify Account button in the email message from Salesforce.
      You’re redirected to the Salesforce instance to set a password for the new user account.

    5. Set a password and note the same.
      Subsequently, you’re signed in to the Salesforce instance with the new account.

      Note: If you’re shown the Lighting Experience UI, switch to the Salesforce Classic UI.

    6. Generate a security token for the new user account. You’ll need this security token along with the password to access Salesforce using Oracle Integration.

      1. Stay signed in as the new user and click the user name at the top of the page to open a menu.

      2. Click My Settings in the menu.

      3. On the My Settings page, in the Quick Links section, click Edit my personal information.

      4. On the resulting page, click Reset My Security Token in the left navigation pane.

      5. Click the Reset Security Token button.
        A new security token is sent to the email address associated with the account. Note the security token.

      6. On the Salesforce instance, click the user name again and select Logout from the menu. Log back in as the Administrator.

  3. Identify your current Salesforce API version. See Find Your Current Salesforce API Version.

  4. Identify your Salesforce instance type. See Identify Instance Type of Your Salesforce Organization.

  5. On your Salesforce instance, create an outbound message to trigger the integration flow of this recipe.

    1. On the Salesforce Setup page:

      1. Scroll to the Build section in the left navigation pane.

      2. Expand Create, then Workflow & Approvals, and then click Outbound Messages.

      If you’re shown the Understanding Workflow page, click Continue.

    2. Click New Outbound Message in the resulting page.

    3. On the New Outbound Message page:

      1. Select Case in the Object field, and click Next.

      2. Enter the following details for the new outbound message:

        • Enter a name for the outbound message. Note that the Unique Name field is automatically populated based on the name you enter.

        • Optionally, enter a description for the message.

        • In the Endpoint URL field, enter the following URL:
          https://<OIC_FQDN:OIC_SSL_PORT>/ic/ws/integration/v1/flows/salesforce/ORCL-R-SFDC_CASETOZEN_TICKET_SYN/1.0/

          Where OIC_FQDN and OIC_SSL_PORT are the fully-qualified domain name and port of your Oracle Integration instance (for example, oicinstance.example.com:443).

        • In the User to send as field, select the user account using which you want to send the message.

        • Under Account fields to send, select all the fields and click Add.

        • Click Save.

    The new outbound message is created and displayed on your browser.

  6. Now, create a workflow rule to send the outbound message (created previously) when a Salesforce case is created.

    1. On the Salesforce Setup page:

      1. Scroll to the Build section in the left navigation pane.

      2. Expand Create, then Workflow & Approvals, and then click Workflow Rules.

      If you’re shown the Understanding Workflow page, click Continue.

    2. Click New Rule in the resulting page.

    3. On the New Workflow Rule page:

      1. Select Case in the Object field, and click Next.

      2. Enter the following details for the new workflow rule:

        • Enter the rule’s name.

        • Optionally, enter a description for the rule.

        • In the Evaluation Criteria section, select the created, and every time it’s edited radio button.

        • In the Rule Criteria section, select the formula evaluates to true option, and define the following rule criteria:
          (Case: Number NOT EQUAL TO null)

        • Click Save & Next.

      3. On the next page, click the Add Workflow Action button and choose Select Existing Action.

      4. On the Select Existing Actions page:

        • Select Outbound Message in the Search field.

        • In the Available Actions box, select the outbound message you created previously, for example, Outbound Message: <name of your outbound message>.

        • Click Add to move your selection to the Selected Actions box.

        • Click Save.

      5. Click Done.

      The new workflow rule is created and displayed on your browser.

    4. Click Activate to activate the rule.

Configure Zendesk

To access Zendesk from Oracle Integration and create tickets, you’ll need to create an OAuth client on your Zendesk instance. See Create an OAuth Client.

Install and Configure the Recipe

On your Oracle Integration instance, install the recipe package to deploy and configure the integration flow and associated resources.

  1. On the Oracle Integration home page, scroll to the Accelerators & Recipes section.

  2. Click Search All.

  3. Find the recipe package that you want to install.

  4. Select the package, and then click the Install Install icon icon.

  5. After the package is installed, click the Configure Configure icon icon on the recipe card to configure the resources deployed by the package.

    The Configuration Editor page opens, displaying all the resources of the recipe package. Configure the following resources before you activate and run the recipe.

Configure the Oracle Salesforce Connection

  1. On the Configuration Editor page, select Oracle Salesforce Connection, then click Edit Edit icon.
    The connection configuration page appears.

  2. In the Connection Properties section, enter the following details.

    Field Information to Enter
    Select Salesforce.com Instance Type Select Production or Sandbox based on your Salesforce instance type.
    API Version Enter your current Salesforce API version. To obtain the API version, see  Configure Salesforce.

  3. In the Security section, enter the following details.

    Field Information to Enter
    Security Policy Leave Salesforce Username Password Policy selected.
    Username Enter the username of the account created for Oracle Integration on Salesforce. See Configure Salesforce.
    Password

    Enter the password of the account created for Oracle Integration on Salesforce.

    Note: To the password, you must also append the security token generated for the same account.

  4. Click Save. If prompted, click Save for a second time.

  5. Click Test to ensure that your connection is successfully configured. In the resulting dialog, click Test again.
    A confirmation message is displayed if your test is successful.

  6. Click Back Back icon to return to the Configuration Editor page. Click Save again if prompted.

Configure the Oracle Zendesk Connection

  1. On the Configuration Editor page, select Oracle Zendesk Connection.

  2. Click Edit Edit icon.
    The connection configuration page appears.

  3. In the Connection Properties section, enter the Zendesk host name.

  4. In the Security section, enter the following details.

    Field Information to Enter
    Client Id Enter the client ID of the OAuth application created in Zendesk. See Configure Zendesk.
    Client Secret Enter the client secret of the OAuth application created in Zendesk.
    Scope Enter write.

  5. Click Save. If prompted, click Save for a second time.

  6. Click Provide Consent.

  7. In the resulting Sign in dialog, enter your Oracle Integration user name and password, and click Sign in.
    You’ll now be redirected to the Zendesk login page.

  8. Enter your Zendesk account credentials and click Sign in.

  9. After you see an access allowed message, switch back to the Zendesk Connection window of Oracle Integration to test your connection.

  10. Click Test to ensure that your connection is successfully configured.
    A confirmation message is displayed if your test is successful.

  11. Click Back Back icon to return to the Configuration Editor page. Click Save if prompted.

Configure the Lookup Table

The lookup table of the recipe contains a mapping of Salesforce priority codes to Zendesk priority codes. Additionally, it contains a field where you can enter an email ID on which you’d like to receive error messages. Edit the lookup table to update any of these values.

  1. On the Configuration Editor page, select the lookup table, and click Edit Edit icon.

  2. In the Salesforce or Zendesk columns, edit or add priority values of the respective systems.

  3. In the EmailTo row, enter an email ID of your choice.

  4. Click Save. If prompted, click Save for a second time.

  5. Click Back Back icon to return to the Configuration Editor page.

Activate and Run the Recipe

After you’ve configured the connections and other resources, activate the recipe package and run it.

  1. On the Configuration Editor page, click Activate in the title bar. In the Activate Package dialog, click Activate again.
    A confirmation message is displayed informing that the integration has been submitted for activation. Refresh the page to view the updated status of the integration.

  2. Run the recipe.

    1. Log in to your Salesforce instance.

    2. On the Salesforce Setup page (in the Classic UI), click the Cases tab.

    3. On the Cases Home page, click New.

    4. On the New Case page, enter the case details, such as subject, description, and priority. Click Save.

    You’ve now successfully triggered the recipe.

  3. Monitor the execution of the integration flow in Oracle Integration.

    1. On the Configuration Editor page, select the integration flow.

    2. Click Run Run icon, then click Track Instances.

    3. On the Track Instances page, you’ll see the integration flow of the recipe being triggered and executing successfully.
      The recipe now creates a ticket in Zendesk for the Salesforce case you created.

  4. Log in to your Zendesk instance and check for the new ticket created.

    1. On the Zendesk home page, search for the required ticket.

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