Synchronize Salesforce Platform Event Notifications (or Messages) With ServiceNow Incidents

The Salesforce Adapter supports receiving event notifications sent with platform events from the Salesforce application. You can subscribe to the platform events defined in Salesforce.com and receive event notifications published into the channel as event messages.

This use case describes how the Salesforce Adapter is used to synchronize Salesforce platform event notifications with ServiceNow incidents. Configure a Salesforce trigger endpoint and select the platform event to receive the event notifications. Configure a ServiceNow invoke endpoint to create an incident using the create operation available in ServiceNow. This implementation pattern provides an overview of the steps.

1. Create an app-driven orchestrated integration.
2. Drag a Salesforce Adapter into the integration as a trigger connection.
3. Configure the Salesforce endpoint with the required platform event you defined in Salesforce.com.
   1. On the Basic Info page, provide a name.
   2. On the Action page, select Platform Events.
   3. On the Platform Events page, select a platform event to receive event notifications from the Salesforce application.
   4. Review your selections on the Summary page.
4. Drag a ServiceNow Adapter into the integration canvas.
5. Configure the ServiceNow endpoint with the required operation on the Operations page. For this example, the Incident operation is selected, which is triggered when event messages are published into the channel in the Salesforce application.
   1. On the Basic Info page, provide an endpoint name.
   2. On the Action page, select Create, Update, or Delete Information.
   3. On the Operations page, select the Incident application, and then select the Incident operation.
   4. Review your selections on the Summary page, and click Done.
6. In the mapper, perform the required mappings to create an incident in ServiceNow.
   The completed integration looks as follows.
   

   

   
   
7. Activate the integration.
   1. At the end of the row for the integration, click the Switch to Activate icon.
   2. If needed, check the Enable Tracing check box. The Include Payload check box is displayed.
   3. If needed, check the Include Payload check box.
   4. Click Activate. The integration is deployed.

The integration is invoked when event messages are published into the channel in Salesforce.com and the message data from Salesforce.com is used to create an incident in ServiceNow.