Package Configuration
This section provides detailed instructions for configuring the TSANet Connect 2.0 Salesforce package after installation. It includes credential setup, permission assignments, component placement, and developer tooling.
TSANet Credentials Setup
TSANet Connect uses Basic Authentication via an API user created on the Member account.
Steps:
Create a new credential record.
Enter the provided credentials.
Set the environment:
DEVELOPER,BETA, orPRODUCTION.Mark the credential as Primary.
Optionally assign an Integration User (used for automated processes).
Assigning Permission Sets
Assign users to one of the following permission sets:
TSANet Connect Permissions (Admin)TSANet Connect Permissions (Employee)
Assign Users to TSANet Connect Permission Set: Go to Setup → Permission Sets → search and select TSANet Connect Permissions (Admin) or TSANet Connect Permissions (Employee) → click Manage Assignments → click Add Assignment → select users → click Next → select an expiration option for assigned users → click Assign → Done.
Component & Layout Configuration - Lightning Web Component
Add TSANet Cases List to Service Console: Go to the Service Console → List dropdown → Edit → Add More Items → add TSANet Cases list → Add More Items → add TSANet Cases list.
Add TSANetApplication Component to Case Record Page: Go to the Case record page → click Gear Icon → Edit Page → find TSANetApplication component → drag and drop to the appropriate place → click Save.
Note: Other options for Case page customizations are available using flows and actions. See the Case Customization section at the end of this document for details.
Click the Activate button → select APP DEFAULT tab → click Assign as App Default → choose your app → click Next and assign desktop and phone version → click Next and Save.
Add TSANetCase Related List to Case Page Layout: Go to Setup → Object Manager → Case → Page Layout → select your page layout → scroll to Related List section → drag and drop TSANetCase related list to layout → Save.
Component & Layout Configuration - Customization Options
For members who do not want to include the Lightning Web Component on the Case page, it is possible to integrate actions, lists, and flows into your existing case form. Below is an example of this approach, showing a Member adding this to the section of the case page that already includes actions and related links.
Add an action button or pulldown for New TSANet Case
Show how to add this button
Add a related list to show TSANet Cases.
Show how to add the list
Add a button to the related list for Note and Attachment
Show hot to add Note and Attachment to the list (for sending new note or attachment)
Note: Flows for further automation and customization can be found in the following section
Automation and Flows:
Navigate to flows
You can navigate to Flows as follows:
Go to Setup → type “flows” in Quick Find (path: Process Automation → Flows).
From there, you can:
Create a new Flow using Flow Trigger Explorer or by clicking New Flow.
View available packaged flows by searching for “TSANet”in field Search Lists under Flow Definitions to see all TSANet-related flows available for activation.
Create TSANet Collaboration Case Flow
Guided screen flow for creating a new collaboration case with TSANet, ensuring all required details are captured:
Approve TSANetCase Request (Auto) Flow (n)
Automatically approves TSANet Case requests when predefined criteria are met, removing the need for manual approval:
Approve TSANet Collaboration Request Flow
Allows users to manually review and approve incoming TSANet collaboration requests through a guided screen flow:
TSANet Note Trigger Handler Flow
Handles backend logic for TSANet note records, such as field updates, relationships, or background processing:
TSANet Note Notification Flow
Automatically sends notifications when a new TSANet note is created, ensuring users stay informed:
TSANet Collaboration Request Trigger Handler Flow
Triggered automatically on collaboration request records to handle logic such as validation, routing, or follow-up tasks:
Refresh TSANet Cases Process Flow
Utility flow to refresh and update TSANet case records in Salesforce, ensuring that case data is in sync:
Create TSANet Note Flow
Screen flow that allows users to add a structured note related to a TSANet case:
TSANetScheduledJob
The TSANetScheduledJob is a background job that synchronizes data between Salesforce and TSANet.
By default, it is scheduled to run every 15 minutes, ensuring that case updates and notes are regularly exchanged.
You may adjust the cron expression if your organization requires a different sync interval: Go to Setup → type “Scheduled Jobs” in Quick Find (path: Environments → Jobs → Scheduled Jobs) → search for TSANetScheduledJob → click Manage → update cron expression → Save.
Package Overview
Package Objects
TSANet Case - A collaboration case within the TSANet framework that serves as the primary record for tracking collaboration between member organizations during a support issue.
Key attributes may include:
TSANet CaseID
Case (lookup field)
Status [ACCEPTED, OPEN, INFORMATION, CLOSED, REJECTED]
Type [INBOUND, OUTBOUND]
Priority [LOW, MEDIUM, HIGH]
Priority Note
Summary
Description
Request Date
Response SLA (Datetime)
Token (ExternalID)
Member Information:
Company Name (Submitted)
Name
Email
Phone
Company Name (Received)
Engineer Name
Engineer Email
Engineer Phone
Key attributes may include:
TSANet CaseID
Case (lookup field)
Status [ACCEPTED, OPEN, INFORMATION, CLOSED, REJECTED]
Type [INBOUND, OUTBOUND]
Priority [LOW, MEDIUM, HIGH]
Priority Note
Summary
Description
Request Date
Response SLA (Datetime)
Token (ExternalID)
Member Information:
Company Name (Submitted)
Name
Email
Phone
Company Name (Received)
Engineer Name
Engineer Email
Engineer Phone
Other Information (custom fields)
TSANet Note – the object is used for logging and managing communications or updates related to a TSANet Case. It allows members to document important information about the case in real-time
Key attributes include:
TSANet Case (lookup)
Summary
Description
Creator Name
Status
Priority [LOW, MEDIUM, HIGH]
Created At
Token (ExternalID)
TSANet Response - object captures formal replies or actions taken with an inbound TSANet Case.
Key attributes include:
TSANet Response ID (ExternalID)
TSANet Case (lookup)
Type
Note
Created At
Engineer Email
Engineer Phone
TSANet Credentials - object stores and manages secure access information within the TSANet framework. This object ensures member organizations have the necessary authentication details for collaborative support.
* you can have only one credential marked as primary.
Key attributes may include:
UserName
Password
Environment [DEVELOPER, BETA, PRODUCTION]
isPrimary (mark as true)
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