Remedyforce Flows: Case to Incident - BMC Software · Remedyforce Flows: Case to Incident BMC Remedyforce PAGE 2 OF 20 CONFIDENTIAL Document Information Version: 3.0 Created by: Virginia

Unmanaged Package Information

Remedyforce Flows: Case to Incident BMC Remedyforce

12 May 2015


PAGE 1 OF 20 CONFIDENTIAL

Table of Contents Salesforce Visual Workflows _____________________________________________________________________________ 3 Upgrade Note __________________________________________________________________________________________ 3 Disclaimer _____________________________________________________________________________________________ 3 Resources ____________________________________________________________________________________________ 4

Salesforce Help .................................................................................................................................................................................... 4 Salesforce Workflow Implementation Guide ................................................................................................................................... 4 Cloudflow Designer Workbook ......................................................................................................................................................... 4 Salesforce Success Communities .................................................................................................................................................... 4

BMC Remedyforce Flows and Processes ___________________________________________________________________ 5 Case to Incident – Flow / PB Escalate Case to IT – Process ......................................................................................................... 5

Case Customizations .................................................................................................................................................................. 5 Incident Customizations ............................................................................................................................................................. 6 Case to Incident – Flow ............................................................................................................................................................... 6 PB Escalate Case to IT – Process ............................................................................................................................................. 9

Update Case on Incident Close – Flow / PB Update Case on Incident Close – Process ........................................................ 13 Case Customizations ................................................................................................................................................................ 13 Update Case on Incident Close - Flow .................................................................................................................................... 13 PB Update Case on Incident Close – Process....................................................................................................................... 14



Document Information

Version: 3.0

Created by: Virginia Leandro

Last Modified on: 12 May 2015

Modified by: Virginia Leandro



Salesforce Visual Workflows Salesforce Visual Workflow allows administrators to build more complex business processes, known as Flows, to further standardize internal procedures and automate those business processes. Think of this as the next level of “clicks not code”. Instead of having to write custom Apex Triggers, now you’ll be able to take advantage of Visual Workflow to get much of the same functionality….all without having to write a trigger or test classes!

Upgrade Note Please note that this is an unmanaged package. Unmanaged packages cannot be upgraded. If you have installed an earlier version of this package, then you will need to uninstall the original unmanaged package, clean up custom fields and then do a new install. Another option is to install this package into a Sandbox and make changes to your production environment manually or via change sets.

Disclaimer Flows are now generally available. We at Remedyforce Labs have put together this unmanaged package as a way of providing you some quick and easy examples of what Flows can do. We also want to start a conversation around what type of Flows you’d like to see available “out of the box” with Remedyforce (although this is still being debated at this time due to restrictions on Flows in a managed package). THIS CODE AND INFORMATION IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE. Copyright 2014 – 2015 © BMC Software, Inc. All rights reserved These Flows & Processes are not supported under any BMC Software standard support program or service. The Flows & Processes are provided AS IS without warranty of any kind. BMC Software further disclaims all implied warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose. The entire risk arising out of the use or performance of the scripts and documentation remains with you. In no event shall BMC Software, its authors, or anyone else involved in the creation, production, or delivery of the script be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use of or inability to use the script or documentation, even if BMC Software has been advised of the possibility of such damages.



We HIGHLY recommend that you apply the unmanaged package first to your Sandbox and test their before deploying to production should you so choose to do that. Additionally, BMC Software does not and cannot guarantee any future enhancements with Salesforce Visual Workflow engine or any features that may be pilot making it into a general release.

Resources Before we get into the particulars around Visual Workflows we wanted to share with you a number of really great resources available today around Visual Workflows.

Salesforce Help https://help.salesforce.com/HTViewHelpDoc?id=vpm_admin_flow_overview.htm&language=en_US

Salesforce Workflow Implementation Guide http://help.salesforce.com/help/pdfs/en/salesforce_vpm_implementation_guide.pdf

Cloudflow Designer Workbook http://www.salesforce.com/us/developer/docs/workbook_flow/workbook_flow.pdf

Salesforce Success Communities Note: You must be logged into Salesforce to access either of these Communities. http://success.salesforce.com Visual Workflow Discussions Salesforce Workflow Automation Not to mention a ton of blog posts from various Salesforce MVPs!

https://help.salesforce.com/HTViewHelpDoc?id=vpm_admin_flow_overview.htm&language=en_US

http://help.salesforce.com/help/pdfs/en/salesforce_vpm_implementation_guide.pdf

http://www.salesforce.com/us/developer/docs/workbook_flow/workbook_flow.pdf

http://success.salesforce.com/

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001omi

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001rzc



BMC Remedyforce Flows and Processes While we provide these Flows & Processes to work out of the box, we realize that each environment will have their own specific nuances. We’ll walk through those as we go through and describe the flows, how they work, and the changes you may want to make to better suit your specific needs.

You’ll notice in each scenario we list the Flow and the corresponding Process. Salesforce Lightning Process Builder is used to build visual processes that in turn can execute the given Flow.

Based on a Process criteria being met, a Flow can be launched and pass the necessary data from the record the flow is acting on! In each section, we’ll first cover the Flow and then the Process.

Case to Incident – Flow / PB Escalate Case to IT – Process Current Salesforce CRM customers who utilize Service Cloud to manage the servicing of their external customers may come across some cases that really need to be directed to the company’s internal IT group. Maybe a web page is returning a 404 error when a customer is trying to buy something or maybe a web service isn’t returning the appropriate information to a customer. This Flow is designed to allow a case to be escalated to Remedyforce. When the customer service rep checks the “Escalate to IT” checkbox, the flow will create a corresponding Incident. Case Customizations

As part of this unmanaged package the following custom fields were added to the Case object:

Escalate Case to IT Checkbox Incident Resolution Long Text Area Incident ID Lookup

We recommend adding the “Escalate Case to IT” checkbox and “Incident Resolution” to your Case page layout. Your Customer Support staff can then utilize the checkbox when a Case needs to be escalated to IT and in turn when IT resolves the issue, the Incident’s Resolution will be written back to the Incident Resolution field on the Case. The Incident ID field does NOT need to be added to the Case page layout and is simply used to prevent duplicate cases being created in case the Case is updated later.



Incident Customizations

As part of this unmanaged package the following custom fields were added to the Incident object and can in turn be added to a Field Set as part of the Incident layout:

Related Case Lookup (Case)

Escalated Case Formula (Text): Note: this is a hyperlink that can open the related Case. However, be aware that your IT Staff must have a Salesforce license to access the case as Salesforce Platform users do not have that level of access. Case to Incident – Flow

The following Incident fields are populated from the flow: Client ID = Case Owner ID Incident Category = Case Escalation Impact = Medium Urgency = Medium Short Description = Case Subject Description = Case Description Owner = Incident Queue Related Case = ID for Case

1. Navigate to Setup | Create | Workflow & Approvals | Flows.

2. Click the Flow Name, “Case to Incident”.

3. Under Action, click Open. This opens the Flow Designer and allows you to see the process of looking up the appropriate records in order to ultimately create the Incident.

In our example, let’s say you don’t want Cases that are escalated to Incidents to have a medium impact or urgency. We’ll show you how to make the switch rather easily.

4. Hover your mouse over “Record Lookup: Lookup Impact Medium ID”.

5. Click on the pencil to edit.

6. Notice under “Filter and Assignments” that we have Name equals MEDIUM.



7. Change MEDIUM to a more appropriate Impact, such as LOW or HIGH.

8. Once you make the change click OK. Note: In a real world scenario, you would probably want to change the Name and Unique Name under General Settings of the Lookup Record to be more in line with what the lookup is really doing once you change the value. However for ease of use for this example, we’re going to leave the Name and Unique Name as is for this example.

9. Follow the above steps 4 through 8, except this time, you’ll edit Record Lookup: Lookup Urgency Medium ID.

Another change you may want to make is who or where the resulting Incident should be assigned. In our sample we have the record going to a Queue called “Incident Queue”. We’ll walk through changing the Queue.

10. Mouse over the Record Lookup: Lookup Incident Queue ID and click on the pencil to edit

the Record Lookup.

11. Notice under Filters and Assignments, that we have Name equals Incident Queue.



12. Change the Value from Incident Queue to whatever Queue Name where you want the resulting Incident to be assigned. Note that if you decide you wanted these records to go to a specific individual, you’d need to change the Look up from Group to User. You’d remove the Field, Type, and you’d probably use a different field and value to find that specific person. You would also want to make a number of other changes such as creating a new variable to hold the “user” ID. Something like {!StaffID} instead of {!QueueID}. Creating variables is beyond the scope of this document…..it may be something we cover in a series of technical documents or video demos later on.

13. Once you’ve made your change to the Record Lookup: Lookup Incident Queue ID, click OK.

14. Another change you may want to consider is around Record Lookup: Lookup Case Escalation Category. In this Flow we use a Category called “Case Escalation”. You’ll need to either create a Category by that name in Remedyforce or change the Record Lookup to use a different Category.

15. Click Save. Notice you get an error:

That’s one of the great advantages of Flows. When you modify a Flow that is active, you cannot save over it. Instead you have to save it as either a new version of the Flow or as a new separate Flow all together. We wanted to point this out to you as in the rest of this document, we’ll always use “Save As”. Click OK to clear the message and click on Save As.

16. When you go to Save As you have the option of saving the Flow as a New Version or a New Flow. Here we’ll leave the default of New Version, we leave the Name as is and click OK.

17. You’ll now notice you have two versions of the same flow. The original Flow is active and the new version you just modified is not active. To switch out the Flows, simply click Deactivate next to the earlier version and then click Activate on the new version you just saved!



PB Escalate Case to IT – Process

Process Builder is Salesforce’s next generation of Workflows. Similar to Workflows, there are new added actions that allow for more adherence to internal processes. One of these new actions is called “Launch a Flow”.

While the processes should work out of the box, we’ll walk through the processes just to show how they work.

This particular process will launch the corresponding “Escalate Case to IT” Flow when “Escalate Case to IT” field is checked on the Case object and the Incident ID field on the Case object is blank.

1. In Salesforce navigate to Setup | Create | Workflow & Approvals | Process Builder.

If you’ve never used Process Builder before, you’ll see two processes after installing this unmanaged package:

PB Escalate Case to IT

PB Update Case on Incident Close

We opted to preface the Processes with PB (Process Builder) to distinguish them from the Flows.

2. Click on “PB Escalate Case to IT”.

3. This will look different from Workflows in that now you have a visual representation of your Process!



a. In this instance since we are escalating a Case from the customer support group to IT, we start with the Case object.

b. Next we have a decision point. We added a field called “Escalate Case to IT” and “Incident ID” to Case. “Escalate Case to IT” is a Boolean field (true/false), so if that checkbox is checked, then this evaluates to true and we go on to the action. Additionally we check to see if “Incident ID” is blank. If it is, then the Case has never been escalated. If it’s not blank, then the Case has been escalated and any updates to Case should not result in a duplicate record.

If you click on the “Escalate Case to IT equals TRUE”, you’ll see the details of the criteria.

If you’ve worked with Workflows, this should start looking pretty familiar to you.



c. Finally we come to the action we want to take if the “Escalate Case to IT” is true. In this case we want to launch a Flow.

As part of defining the Launch a Flow action we can access available Flow Variables (in this case, CaseID) and then pass the record that the Process is acting on (in this case [Case].Id).

Since we do not have any actions if the process evaluates to “False”, our process ends with this action.



As we mentioned earlier there’s a few other tasks you may want to do:

Modify your Case page layout to add the Escalate Case to IT checkbox.

Modify your Case page layout to add the Related List “Incidents” to the Case page layout.

Modify your Profiles to grant access to the Escalate Case to IT checkbox.

If you want your Customer Service group to be able to view and interact with the related Incident you may need to verify that their profile has access to Remedyforce and Incidents. Individually they will need a managed package Remedyforce license and then you’ll need to give them Read access to the following objects. Make sure you’ve also assigned them an Incident Standard Page Layout as well!

o Incident o Category o Impact o Urgency o Priority

If your using Remedyforce Console, you may want to add the following fields to a Field Set such as “Console – Incident Details”:

o Escalated Case (formula field). This will show the Case number (not the Id) and be a hyperlink to actually open the case. Keep in mind if your IT Staff do not have Salesforce licenses, they most likely will can insufficient permissions error. If you add the Related Case field it too will show the case number, but the field will be a lookup to Case.

o Short Description

o Related Case (Lookup) Related Case is an alternative to Escalated Case; but keep in mind it’ll look and act like a lookup field.

o Grant access to the appropriate profiles to have access to the Escalated Case

and/or Related Case fields.

o Create a Category called “Case Escalation”. While we didn’t change the Category in the flow above, the same steps would apply if you wanted to change the Category lookup record action to be something other than Case Escalation.



At this point, you’re ready to test! Create a case, check the Escalate Case to IT checkbox, and you should find that a corresponding related

Update Case on Incident Close – Flow / PB Update Case on Incident Close – Process Now that we have a Flow that creates an Incident when a Case is escalated to IT, we need to close the loop by informing customer service once the Incident is resolved. In this flow, when the Incident is closed, the Incident Resolution is written back to the Case. Case Customizations

As part of this unmanaged package the following custom field was added to the Case object and can in turn be added to your Case page layout:

Incident Resolution Long Text Area (32768)

Update Case on Incident Close - Flow

This flow is pretty straight forward. All we need to do is pass the Incident ID into the flow and then copy the Incident Resolution to the Incident Resolution field of the Case. There really isn’t anything to change here, unless, in addition to updating the Case, you also want to set the Case Status. Out of the box Case Status consists of the following values:

New

Escalated

On Hold

If you did want to set the Case Status you would most likely need to modify the Status picklist on Case and add an appropriate Status. Once that is done you can do the following:

1. Open the flow, Update Case On Incident Close .

2. Click the pencil (aka Edit) on Record Update: UpdateCase.

3. Under the section called “Update record fields with variable, constant, input, or other values” click Add Row.

4. Under Field click the drop down for the new row. Select Standard | Status.

5. Under Value…type in the Status you want to use on the Case. You probably have modified or will modify the Status picklist for Case to be able to notify the customer service representative when the case is completed from the IT side.



6. Once you make your change, click OK. Click Save As and save the flow as a new version. Once the flow is saved, you can deprecate the old version and active the newer version of the flow.

PB Update Case on Incident Close – Process

This process will update the case field “Incident Resolution” once the Incident is closed. We’re simply walking through the process and how it’s defined here.

1. In Salesforce navigate to Setup | Create | Workflow & Approvals | Process Builder.

If you’ve never used Process Builder before, you’ll see two processes after installing this unmanaged package:

PB Escalate Case to IT

PB Update Case on Incident Close

We opted to preface the Processes with PB (Process Builder) to distinguish them from the Flows.

2. Click on “PB Update Case on Incident Close”.



3. This will look different from Workflows in that now you have a visual representation of your Process!

a. In this scenario IT has fixed the issue and are closing the Incident. Since we are closing the Incident we start with the Incident object.



b. Next we have a decision point. When an Incident is closed, the State of the record is set to false. Also, we further clarify what Incidents fall into this process by stating that their Category should be “Case Escalation”.



c. Finally we come to the action we want to take if the criteria of State = False and Category = “Case Escalation”. In this case we want to launch a Flow.

As part of defining the Launch a Flow action we can access available Flow Variables (in this case, IncidentID) and then pass the record that the Process is acting on (in this case [BMCServiceDesk__Incident__c].Id).

Since we do not have any actions if the process evaluates to “False”, our process ends with this action.

You can now test closing a case that’s been escalated to IT. When an Incident is closed, the Incident Resolution field on the Case should contain the same information. Additionally if you modified your flow to set the Case status to a value, that should be set as well.



If you wanted to change either of these processes, please note that they cannot be changed. You will have to clone the existing process and make changes in the new version. Additionally you would need to deactivate the old process version and then activate the new (or cloned) process where you made changes.

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