Creating a service desk integration for Salesforce

The Oomnitza plug-in for Salesforce embeds your Oomnitza-linked devices in Salesforce cases and provides a link back to the full record in Oomnitza. From Oomnitza you can search for a linked device and extract a list of Salesforce cases associated with the device.

Key features of the Oomnitza integration for desk agents include:

• Immediate visibility of assets linked to cases.
• Link assets effortlessly to any Salesforce case.
• Edit asset details right within Salesforce.
• Gain immediate visibility of Salesforce cases connected to an asset from within your Oomnitza interface.

Setting up this integration requires an installation on the Salesforce end and an installation on the Oomnitza end to allow for the systems to communicate. 

Before you start

Add a global setting

Use the global setting in your instance to ensure secure Cross-Origin Resource Sharing (CORS). See Enhanced CORS Policy for Service Desk integrations.

Add your Salesforce credentials

To integrate the service desk in Oomnitza, start by adding your Salesforce OAuth credentials to Oomnitza. Navigate to the Configuration > Security > Credentials menu. Locate the Salesforce User Load option and input the necessary details. For guidance on obtaining this information and inputting it into Oomnitza, refer to Adding your Salesforce credentials to Oomnitza.

Contents

Before you begin

Creating the Service Desk integration

Installing the Oomnitza app 

Installing the plugin on the Case details page

Creating the Service Desk integration

1. In Oomnitza, click Configuration > Integrations and click Block view
2. Scroll to Service Desk Integrations.
3. Click the Salesforce tile.
4. Click Next.
5. Enter your Salesforce Classic URL. The Classic URL uses the following format:  https://mycompany.my.salesforce.com. Select the Salesforce User Load credentials that you created earlier. 
6. Click Connect. On the Mappings page, drag the fields you want to match from Salesforce to Oomnitza.
7. Click Next.
8. Choose the fields that you want to display in the Oomnitza panel in Salesforce. Ensure that the fields are set as either editable or read-only.
9. Click Finish 

Installing the Oomnitza app

1. Login to your Salesforce instance.
2. Open the Oomnitza-Salesforce plug-in package link (note that the package ID may vary with different releases).
3. Provide the password (oomnitza12345) and select Install for All Users as the installation type.
4. When prompted, check the acknowledgement and then click Install. Confirm the access.
5. Click Done.

Installing the plugin on the Case details page

Install the plugin on the Salesforce Lightning Page.

1. From the Home page, access the details of any Case.
2. From the Case details page, select the Setup icon, and choose Edit Page:
   
3. Custom packages may only be installed on an instance with the configured domain. So if you're using a newly created instance, you may have to configure this setting. If your domain is already set up, you can skip to step 4.
   1. Click on Deploy my domain in Custom Components
      
   2. In the opened tab provide the domain name, check its availability, and click Register:
      
   3. Wait for the domain to register, then continue.
4. Drag the Oomnitza plugin into the page editor, select it, and provide the full URL of your Oomnitza instance, such as https://mycompany.oomnitza.com
   
5. Click Save.

Note
Please note that if you use Salesforce Essentials Edition - setup from Oomnitza will be blocked, as this edition does not provide API access.

Next steps

For information on adding cases to assets in Oomnitza or adding assets to cases in Salesforce, click on the following links.

• Adding Salesforce tickets to an Oomnitza asset
• Adding Oomnitza assets to a Salesforce case