Sync Salesforce Contacts with ServiceNow Users

Sync Salesforce Contacts with ServiceNow Users

Use this recipe to synchronize Salesforce contacts with ServiceNow users.

Note: This recipe is available as Salesforce — ServiceNow | Sync Contacts and Users 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 user in ServiceNow when a new contact is created in Salesforce. Also, whenever a contact in Salesforce is updated, the recipe updates the corresponding user in ServiceNow.

To use the recipe, you must install the recipe package and configure the connections and other resources within the package. When a Salesforce contact is created or updated, the integration flow of the recipe is triggered, and it creates or updates the corresponding user in ServiceNow. Basic data such as first name, last name, state, email, and so on are synchronized between Salesforce and ServiceNow platforms.

System and Access Requirements

Before You Install the Recipe

You must perform the following configuration tasks on your Salesforce and ServiceNow instances in order to successfully connect to these external systems using Oracle Integration and synchronize Salesforce contacts with ServiceNow users.

Configure Salesforce

To access Salesforce using Oracle Integration and retrieve data about Salesforce contacts that are created or updated, you must perform certain configurations on your Salesforce instance.

You must 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, you must 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 contact is created or updated. Finally, create a custom field for Salesforce contact records to store ServiceNow user IDs.

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. See Toggle or switch between Lightning Experience and Salesforce Classic.

  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 Contacts row, leave the Read, Create, Edit, and Delete boxes checked.

        • Additionally, select the ViewAll check box.

      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. See Toggle or switch between Lightning Experience and Salesforce Classic.

    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. Create a custom field for contact records.

    This recipe uses unique IDs associated with user records in ServiceNow to synchronize ServiceNow users with Salesforce contacts. Create a custom field for Salesforce contact records to hold the ServiceNow IDs.

    1. On the Salesforce Setup page:

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

      2. Expand Customize, then Contacts, and then click Fields.

    2. On the Contact Fields page, scroll to the Contact Custom Fields & Relationships section and click New.

    3. On the New Custom Field page:

      1. Find and select the Text radio button, and click Next.

      2. Enter the following details for the new custom field:

        • Enter ServiceNowUserId as the field label. Note that the field name is automatically populated based on the label you enter.

        • Enter 50 as the length.

        • Optionally, enter a description for the new field.

        • Select the External ID check box.

        • Click Next.

      3. On the Establish field-level security page, select the Visible check box in the header row to grant edit access to the new field for all profiles. Click Next.

      4. Leave all the layout check boxes selected and click Save.

    On the Contact Fields page, you can see the new field added under the Contact Custom Fields & Relationships section.

  6. 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 Contact 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_CON_TO_SNOW_USER_SYC/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 Contact fields to send, select all the fields and click Add.

        • Click Save.

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

  7. Now, create a workflow rule to send the outbound message (created previously) when a Salesforce contact is created or updated.

    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 Contact 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:
          Contact: First NameCONTAINSSF

        • 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 ServiceNow

You can use admin account credentials or custom account credentials while configuring the ServiceNow connection in Oracle Integration.

If you do not want to use an admin account, create a custom integration user and assign the required role and permissions to the user. For information about creating a custom user, see Prerequisites for Creating a Connection.

Install and Configure the Recipe

On your Oracle Integration instance, install the recipe package to deploy and configure the integration 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 contact created for Oracle Integration on Salesforce. See Configure Salesforce.
    Password

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

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

  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 ServiceNow Connection

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

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

  3. In the Connection Properties section, enter your ServiceNow instance URL. For example, https://<instance_name>.service-now.com/.

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

    Field Information to Enter
    Username Enter your ServiceNow username.
    Password Enter your ServiceNow password.

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

  6. 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.

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

Update the Integration Property

Update the integration property with appropriate value.

The recipe’s integration flow contains the following property:

For the procedure to update the integration property, see Steps 7 to 9 in Override Design-Time Properties in an Integration.

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. To run the recipe, you must create a contact in Salesforce.

    1. Log in to your Salesforce instance.

    2. On the Salesforce Setup page, click the Contacts tab.

    3. On the Contacts Home page, click New.

    4. On the New Contact page, enter the contact details such first name, last name, department, address, and so on. Click Save.

      You’ve now created an contact record in Salesforce and 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 corresponding user in ServiceNow for the new contact created in Salesforce.

  4. Log in to your ServiceNow instance and check if a new user has been created.

    1. In the left navigation pane, under Organization, click Users.

    2. On the Users page, search for the newly created user.

    3. Click the user record’s name to view details. Check if the newly created user’s data matches with the Salesforce contact that you created earlier.

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