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Table of Contents

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  1. Preface
  2. Introduction to Synchronize Salesforce Incidents with ServiceNow Incidents recipe
  3. Recipe contents
  4. Using the Synchronize Salesforce Incidents with ServiceNow Incidents recipe

Synchronize Salesforce Incidents with ServiceNow Incidents based on Platform Events

Synchronize Salesforce Incidents with ServiceNow Incidents based on Platform Events

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Rules and guidelines for using the Synchronize Salesforce Incidents to ServiceNow Incidents recipe

Rules and guidelines for using the Synchronize Salesforce Incidents to ServiceNow Incidents recipe

Consider the following rules and guidelines when working with the Synchronize Salesforce Incidents with ServiceNow Incidents recipe:
  • You must use the same Secure Agent to configure the service connector, app connections, and process that are packaged in the recipe.
  • You must first configure the connections in the recipe and publish them before opening or updating the process. Otherwise, the process will contain empty fields from the connections and will become invalid.
  • Informatica recommends that you use the same names configured for the assets in the recipe. If you use the same asset names, you can publish all the assets and synchronize the data from Salesforce incidents with ServiceNow incidents without any issue. However, if you change the names, you must ensure that you update the names in the related fields in other assets.
    For example, if you change the platform event name in Salesforce from
    Subscription_to_incident
     to a different name, you must use the same name in the
    Event Consumer
     field in the SalesforceConnectionIncident connection, and in the event source name in the Start step of the process.
  • If the tenant already contains connections with the same name as the connections added from the package, the process in the recipe becomes invalid. This is because the newly added connection name contains the suffix
    -2
    . For example,
    <connection_name>-2
    .
    In this case, you must manually reselect the connections with the new name and the event values in the next steps of the process wherever applicable.
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