Salesforce Cloud

Overview

This document provides a detailed guide to integrating Salesforce Cloud with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on alerts and events triggered in Salesforce Cloud. The guide includes steps for setting up alerts in Salesforce Cloud, configuring webhook notifications, routing detailed ticket alerts, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• Salesforce Cloud Account: Access to Salesforce Cloud with the necessary privileges to create alerts and manage notifications.
• Callgoose SQIBS Account: With valid privileges to set up API filters and receive notifications.
• Webhook/API Endpoint: Available in Callgoose SQIBS to receive alerts from Salesforce Cloud.

1. Obtain API Token and Endpoint Details

To integrate with Callgoose SQIBS, you first need to obtain an API token and find the API endpoint details.

1. Generate an API Token:

• Follow the guide on How to Create API Token in Callgoose SQIBS.

1. Find the API Endpoint:

• Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details where the JSON payloads from Salesforce Cloud will be sent.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with Salesforce Cloud notifications for troubleshooting purposes.

• Enable Debugging:
• You can update the debug value when adding or updating an API token.
• When API tracking is enabled, logs are stored in the API log section for your review. The debugging option will automatically disable after 48 hours.
• When API tracking is turned off, no logs are saved in the API log.
• Using API Log for Troubleshooting:
• The API log provides detailed information on all API calls made to Callgoose SQIBS.
• You can check the JSON values in each API log entry for troubleshooting purposes.
• Use the information in the API log to create or refine API filters to ensure incidents are created correctly based on the API payloads received.
• Callgoose SQIBS creates incidents according to your API filter configuration, giving you full control over how alerts from different services trigger incidents and alerts for your support team or automation processes.

3. Configuring Salesforce Cloud to Send JSON Payloads

To configure Salesforce Cloud to generate the JSON payloads similar to the examples provided, follow the steps outlined below. These steps will guide you through setting up the necessary alerts and webhook notifications within Salesforce Cloud to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Alerts in Salesforce Cloud

To generate the required JSON payloads, you first need to set up alerts within Salesforce Cloud.

1. Log in to the Salesforce Cloud Console:

• Access the Salesforce Cloud platform using your account credentials.

1. Navigate to the Monitoring Section:

• Go to the monitoring section in Salesforce Cloud where you can manage alerts and notifications.

1. Create a New Alert:

• Create a new alert that will monitor a specific condition (e.g., failed login attempts, system errors, or API call limits).
• Specify the conditions that will trigger an alert, such as a threshold being exceeded or an error occurring.

1. Configure the Notification Method:

• In the alert configuration, set the notification method to a webhook.
• Enter the webhook URL provided by Callgoose SQIBS to send the alert data.

3.2 Configuring the Webhook Notification

To ensure that the JSON payload sent matches the examples provided, follow these steps when configuring the webhook:

1. Add Webhook URL:

• In the webhook configuration, enter the URL provided by Callgoose SQIBS.

1. Customize Payload Format:

• Ensure that the payload includes key fields like "status", "eventType", "details", "entity", and others as shown in the example payloads.
• Example Payload Setup:

json

{
  "eventType": "APICall",
  "status": "FAILED",
  "details": "API call limit exceeded",
  "entity": "UserAPI",
  "timestamp": 1672531199
}

• Placeholder Explanation:
• "status": Represents the status of the event (e.g., SUCCESS, FAILED).
• "eventType": The type of event that triggered the alert.
• "details": Additional information about the event.
• "entity": The name of the monitored entity or API.
• "timestamp": The time when the event occurred.

1. Test the Webhook Configuration:

• Before activating the webhook, perform a test to ensure that the JSON payload is correctly formatted and is being sent to the Callgoose SQIBS API endpoint as expected.
• Review the payload in Callgoose SQIBS to confirm that it matches the expected structure.

3.3 Routing Detailed Ticket Alerts

To ensure that detailed ticket alerts from Salesforce Cloud are routed to Callgoose SQIBS for automatic ticket creation:

1. Ensure Ticketing Information is Included in Payload:

• Modify the JSON payload to include detailed ticket information such as "ticketId", "ticketPriority", and "ticketDescription".
• Example Payload Setup:

json

{
  "eventType": "TicketCreated",
  "status": "OPEN",
  "ticketId": "TICKET123",
  "ticketPriority": "HIGH",
  "ticketDescription": "User reported login issues",
  "timestamp": 1672531199
}

1. Map Ticket Information to Callgoose SQIBS:

• In Callgoose SQIBS, create API filters that map "ticketId" to the incident's unique identifier, and use "ticketPriority" and "ticketDescription" for setting urgency and details of the incident.

1. Activate and Test:

• Once the ticket alert configuration is done, activate the webhook and test by creating a ticket in Salesforce Cloud to verify if a corresponding incident is created in Callgoose SQIBS.

3.4 Finalizing and Testing

1. Save and Activate the Alert:

• Once the alert and webhook are correctly configured, save the configuration and activate it.

1. Validate the Integration:

• Trigger the alert condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS.
• Resolve the alert condition to ensure the resolved state payload is also correctly sent and processed.

1. Additional Considerations:

• Permissions: Ensure that the webhook has the necessary permissions to send alerts to the Callgoose SQIBS API endpoint.
• Security: Implement security measures such as HTTPS and API tokens to protect the data being transmitted between Salesforce Cloud and Callgoose SQIBS.
• Logging and Debugging: Use the debugging and logging features in Callgoose SQIBS to monitor incoming payloads and troubleshoot any issues with the integration.

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

To correctly map incidents from the Salesforce Cloud alerts, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from Salesforce Cloud

Alert Triggered (status: "FAILED")

json

{
  "eventType": "APICall",
  "status": "FAILED",
  "details": "API call limit exceeded",
  "entity": "UserAPI",
  "timestamp": 1672531199
}

Alert Resolved (status: "SUCCESS")

json

{
  "eventType": "APICall",
  "status": "SUCCESS",
  "details": "API call successful",
  "entity": "UserAPI",
  "timestamp": 1672531399
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a Salesforce Cloud integration template in the "Select Integration Template" dropdown in the API filter settings, you can use it to automatically add the necessary Trigger and Resolve filters along with other values. The values added by the template can be modified to customize the integration according to your requirements.

4.2.2 Manually Add/Edit the Filter

• Trigger Filter (For Creating Incidents):
• Payload JSON Key: "status"
• Key Value Contains: ["FAILED"]
• Map Incident With: "entity"
• This corresponds to the unique entity name from the Salesforce Cloud payload.
• Incident Title From: "details"
• This will use the event details as the incident title in Callgoose SQIBS.
• Incident Description From: Leave this empty unless you want to use a specific key-value from the JSON payload. If a key is entered, only the value for that key will be used as the Incident Description instead of the full JSON. By default, the Incident Description will include the full JSON values.
• Example: If you use the "details" key in the Incident Description From field, the incident description will be the value of the "details" key. In the example JSON payload provided earlier, this would result in a description like "API call limit exceeded".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: "status"
• Key Value Contains: ["SUCCESS"]
• Incident Mapped With: "entity"
• This ensures the incident tied to the specific entity is resolved when the alert status returns to normal.

Refer to the API Filter Instructions and FAQ for more details.

4.3 Finalizing Setup

1. Save the API Filters:

• Ensure that the filters are correctly configured and saved in Callgoose SQIBS.
• Double-check that all key mappings, incident titles, and descriptions are correctly aligned with the payload structure sent by Salesforce Cloud.

1. Test the Integration:

• Manually trigger an alert in Salesforce Cloud to test if incidents are created in Callgoose SQIBS.
• Verify that the incident appears in Callgoose SQIBS with the correct title, description, and mapped values.
• Resolve the alert in Salesforce Cloud and ensure that the corresponding incident in Callgoose SQIBS is marked as resolved.

5. Testing and Validation

5.1 Triggering Alerts

1. Simulate a Monitoring Alert:

• Trigger a condition in Salesforce Cloud that causes an alert (e.g., API call limit exceeded on a monitored API).
• Verify that an incident is created in Callgoose SQIBS with the correct information.

5.2 Resolving Alerts

1. Acknowledge and Resolve the Alert:

• Once the issue is resolved in Salesforce Cloud (e.g., API calls are successful again), verify that the incident in Callgoose SQIBS is automatically marked as resolved.

6. Security Considerations

• API Security: Ensure that the Callgoose SQIBS API endpoint is correctly configured and that the API token is securely stored and used.
• Salesforce Cloud Permissions: Confirm that the webhook in Salesforce Cloud has appropriate permissions to send alerts and data to Callgoose SQIBS.
• Data Encryption: Ensure that the transmission of data between Salesforce Cloud and Callgoose SQIBS is encrypted, especially if sensitive information is involved.

7. Troubleshooting

• No Incident Created: If no incident is created, verify that the webhook URL in Salesforce Cloud is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
• Incident Not Resolved: Ensure that the resolve filter in Callgoose SQIBS is correctly configured and that the JSON payload sent by Salesforce Cloud matches the expected structure.

8. Conclusion

This guide provides a comprehensive overview of how to integrate Salesforce Cloud with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that alerts from Salesforce Cloud are automatically reflected as incidents in Callgoose SQIBS, with proper resolution tracking when the issues are resolved.

For further customization or advanced use cases, refer to the official documentation for both Salesforce Cloud and Callgoose SQIBS:

• Salesforce Cloud Documentation
• Callgoose SQIBS API Token Documentation
• Callgoose SQIBS API Endpoint Documentation
• API Filter Instructions and FAQ
• How to Send API

This documentation will guide you through the integration process, ensuring that your incidents are managed effectively within Callgoose SQIBS based on real-time alerts from Salesforce Cloud.