This article describes how to create service cases in Salesforce from Anodot alerts, and includes:
Sending Alerts from Anodot to Salesforce
In Salesforce:
- Create an API-only user. Make a note of the username, password and security token. The user needs to have permissions to create and use 'cases'.
- This user's credentials will be required when creating the channel from Anodot.
In Anodot:
- Create a new Salesforce channel instance. See Defining a Salesforce channel in Anodot.
- Set the channel as the recipient of alerts. See Setting the Channel as the Recipient in an Alert.
Defining a Salesforce channel in Anodot
1. Login to Anodot as an Admin user.
2. From the Anodot Navigation Panel, click Integrations > Channels. The Channels page is displayed.
3. In the top right corner, click + New Channel, and select Salesforce.
4. In the New Salesforce Channel dialog, define the following:
- Enter a Channel name - this name is used for display only.
- Make sure you are not logged in to salesforce with any user.
- Select the Salesforce sandbox checkbox if you want to use a different environment while testing. You are then prompted to login to your Salesforce account where you can select the environment to work with.
- Press create connection" - you will be redirected to the salesforce login, key in the relevant user credentials.
- In the login process, enable the permissions Anodot is requesting.
- Once the login is completed successfully, you will redirected back to the Anodot channel window.
5. Choose a Time Zone. The alert information will be displayed according to this time zone.
6. Select the Ungroup metrics in alert checkbox if you want to split the trigger at the metric level. This ensures each metric can be managed separately.
Note: This checkbox will be visible when the ungrouping of metrics functionality is enabled in your account .
7. If the RBAC feature is enabled in your account, define the Access Settings:
- Select Everyone if you want all registered Anodot users to have access to the data in this channel. In the Add Members dropdown list, select members already registered in Anodot. You can also add email addresses; use a comma-separated list of email addresses.
- Select Selected Groups if you want to restrict access to the data in this channel to specific groups. In the displayed Who can access dropdown list, select the relevant groups.
8. Optionally you can also map your AccountID from a dimension. Select the relevant dimension from the dropdown list.
Note: When selecting the relevant dimension to map your AccountID with, you must also select the Ungroup metrics in alert checkbox. If the checkbox is not selected, the AccountID is not sent to Salesforce, and the relevant Salesforce account managers are not notified of the created/updated service case.
9. Click Test Connection to test the channel connection. This will create a test service case in Salesforce.
10. Click Create Channel.
