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:

1. Create a new credential record.

2. Enter the provided credentials.

3. Set the environment: DEVELOPER, BETA, or PRODUCTION.

4. Mark the credential as Primary.

5. 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.

There are two options how to add 'Collaborate (TSANet)' or 'Create Collaboration Case':

Option 1:

• Click the Gear Icon → Edit Page

  • You’ve already done this and are in the Lightning App Builder.

• Select the Highlights Panel

  • In the right-hand panel, under Page > Highlights Panel, click the section that controls the header buttons (where Edit/Delete are).

• Modify Actions

  • In the Actions section on the right:

    • Click Override the predefined actions if it’s not already overridden.

    • You’ll see categories like:

      • Standard Actions

      • Object-Specific Actions

      • Global Quick Actions

    • Find Create Collaboration Case under Object-Specific Actions.

• Add Create Collaboration Case

  • Drag TSANet Case Menu into the list of actions (where “Create Collaboration Case” is).

  • Arrange it in the order you want.

• Save and Activate

  • Click Save.

  • If prompted, click Activate to make sure this page is assigned to the correct app/profile.

• Refresh the Case Page

  • Go back to a Case record and check the dropdown. The button should now appear.

Option 2:

• Go to Setup

  • Click the gear icon → Setup.

• Open Object Manager

  • Search for Case and click it.

• Edit Page Layout

  • Go to Page Layouts.

  • Select the layout used for your Case records.

• Locate the Lightning Actions Section

  • Scroll down to Salesforce Mobile and Lightning Experience Actions.

  • If you don’t see it, click the override the predefined actions link.

• Add the TSANet Case Menu Action

  • In the palette at the top, find your existing action (TSANet Case Menu).

  • Drag it into the Actions section where other actions like “Create Collaboration Case” are listed.

• Save the Layout

  • Click Save.

  • Refresh your Case record page and check the dropdown.

Steps to Create a Related List with Actions

1. Identify the Custom Action

• Determine the action you want users to perform from the related list (e.g., send note, attachment).

• Ensure the action is compatible with the object and its layout.

2. Modify the Page Layout

• Go to Setup → Object Manager → Select the object.

• Open the Page Layouts section.

• Add the related list to the layout where the action should be accessible.

3. Configure the Related List

• Use standard related list settings to include the relevant custom object or record type.

• Make sure the related list supports action buttons or quick actions.

4. Avoid Lightning Web Components (if not required)

• If the goal is simplicity or client preference, use traditional related list configurations.

• Only use Lightning Web Components when their functionality is explicitly needed.

5. Test the Setup

• Preview the layout to confirm the related list appears correctly.

• Test the action to ensure it performs as expected.

• Validate that the user experience is intuitive and meets business requirements.

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.

TSANet - Accept ( Screen Flow )

TSANet – Accept is a screen‑based Salesforce Flow that allows users to accept a TSANet collaboration request through a guided interface.

The flow:

• Retrieves the related TSANet case record

• Evaluates whether the Salesforce case is already assigned

• Displays a required assignment screen if the case is not assigned

• Displays a screen to capture acceptance notes

• Invokes an automation subflow to accept the TSANet collaboration request

• Evaluates the result and displays an error screen if the acceptance fails

This automation handles the acceptance of TSANet collaboration requests through a user‑driven, guided flow with validation and error handling.

TSANet - Auto Accept Collaboration Request

TSANet – Auto Accept Collaboration Request is a record‑triggered Salesforce Flow that runs automatically when a TSANet Case record is created and meets predefined conditions.

The flow:

• Triggers immediately upon TSANet Case creation

• Evaluates predefined acceptance conditions

• Invokes an automation subflow to accept the TSANet collaboration request

This automation handles the automatic acceptance of eligible TSANet collaboration requests without user intervention.

TSANet - Close ( Screen Flow )

TSANet – Close is a screen‑based Salesforce Flow that allows users to close a TSANet collaboration request through a guided interface.

The flow:

• Displays a verification screen to confirm the close action

• Invokes an automation subflow to close the TSANet collaboration request

• Evaluates the result of the operation

• Displays an error screen if the close operation fails

This automation handles the closure of TSANet collaboration requests through a user‑driven, guided flow.

TSANet - Create Note ( Screen Flow )

TSANet – Create Note is a screen‑based Salesforce Flow that allows users to create a TSANet note for a specific case through a guided interface.

The flow:

• Retrieves the related TSANet case record

• Displays a screen to capture note details

• Invokes an automation subflow to create the note

• Evaluates the result with a decision element

• Displays an error screen if the note creation fails

This automation handles the creation of TSANet notes for cases through a user‑driven, guided flow.

TSANet - Feed Item Flow

TSANet – Feed Item Flow is a record‑triggered Salesforce Flow that runs automatically when a Feed Item record is created.

The flow:

• Retrieves the related Salesforce case record

• Retrieves associated TSANet case records

• Iterates through matching TSANet cases

• Invokes a subflow to prepare TSANet note data

• Executes an Apex action to create TSANet notes

This automation handles the creation and synchronization of TSANet notes based on newly created feed items.

TSANet - Get Reject Collaboration Request Form

TSANet – Get Reject Collaboration Request Form is an autolaunched Salesforce Flow that prepares the reject collaboration request form for a TSANet case.

The flow:

• Retrieves the related Salesforce case record

• Assigns and prepares the TSANet reject form data

This automation handles the preparation of reject collaboration request forms for TSANet cases in an automated manner.

TSANet - Reject ( Screen Flow )

TSANet – Reject is a screen‑based Salesforce Flow that allows users to reject a TSANet collaboration request through a guided interface.

The flow:

• Displays a screen to capture the rejection reason

• Invokes a subflow to submit the rejection request

• Evaluates the result of the operation

• Displays an error screen if the rejection fails

This automation handles the rejection of TSANet collaboration requests through a user‑driven, guided flow.

TSANet - Request Information ( Screen Flow )

TSANet – Request Information is a screen‑based Salesforce Flow that allows users to request information for a specific TSANet case through a guided interface.

The flow:

• Retrieves the related TSANet case record

• Displays a screen to capture the information request details

• Invokes a subflow to prepare the request information form

• Executes an Apex action to submit the information request

• Evaluates the result and displays an error screen if the request fails

This automation handles the submission of information requests for TSANet cases through a user‑driven, guided flow.

TSANet - Request More Information ( Screen Flow )

TSANet – Request More Information is a screen‑based Salesforce Flow that allows users to request additional information for a TSANet case through a guided interface.

The flow:

• Displays a screen to capture the information request details

• Invokes an automation subflow to submit the request

• Evaluates the result of the operation

• Displays an error screen if the request fails

This automation handles the requesting of additional information for TSANet cases through a user‑driven, guided flow.

TSANet - Send Information ( Screen Flow )

TSANet – Send Information is a screen‑based Salesforce Flow that allows users to send requested information for a TSANet case through a guided interface.

The flow:

• Displays a screen to capture the requested information

• Invokes an automation subflow to send the entered information

• Evaluates the result of the operation

• Displays an error message if the submission fails

This automation handles the sending of requested information for TSANet cases through a user‑driven, guided flow.

TSANet - Send Notification

TSANet – Send Notification is an autolaunched Salesforce Flow that sends notifications related to a TSANet case.

The flow:

• Retrieves the related Salesforce case record

• Retrieves the notification type configuration

• Assigns notification recipients

• Executes an action to send the notification

This automation handles the sending of notifications for TSANet cases in a consistent and automated manner

TSANet Accept ( Automation )

TSANet Accept is an autolaunched Salesforce Flow that automates the process of accepting a TSANet collaboration request.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to gather approval details

• Executes an Apex action to accept the collaboration request

This automation handles the acceptance of TSANet collaboration requests in a consistent and automated manner

TSANet Close ( Automation )

TSANet Close is an autolaunched Salesforce Flow that automates the process of closing a TSANet collaboration request.

The flow:

• Retrieves the related TSANet case record

• Executes an Apex action to close the collaboration request

This automation handles the closure of TSANet collaboration requests in an automated manner

TSANet Collaboration Request Trigger Handler

TSANet Collaboration Request Trigger Handler is a record‑triggered Salesforce Flow that runs automatically when a TSANet Case record is created.

The flow:

• Creates a corresponding Salesforce Case record

• Updates the TSANet case with the linked Salesforce case information

• Invokes a subflow to accept the TSANet collaboration request

• Sends a notification after successful processing

This automation handles the acceptance and processing of incoming TSANet collaboration requests

TSANet Collaboration Request Trigger Handler ( Asset Flow )

TSANet Collaboration Request Trigger Handler is a record‑triggered Salesforce Flow that runs automatically when a TSANet Case record is created.

The flow:

• Retrieves the related asset record

• Evaluates whether a matching asset is found

• If no asset is found, triggers an automation to reject the collaboration request

• If an asset is found, creates a Salesforce case, updates the TSANet case, triggers the accept automation, and sends a notification

This automation handles the evaluation and processing of incoming TSANet collaboration requests based on asset availability

TSANet Create Note ( Automation )

TSANet Create Note is an autolaunched Salesforce Flow that automates the creation of a TSANet note for a specific case.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to load the note creation form

• Executes an Apex action to create the TSANet note

This automation handles the creation of TSANet notes and ensures they are associated with the correct cases

TSANet Note Notification

TSANet Note Notification is a record‑triggered Salesforce Flow that runs automatically when a TSANet Note record is created.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to send a notification

• Updates the TSANet Note record to mark it as notified

This automation handles the sending of notifications for newly created TSANet notes and tracks notification status

TSANet Note Trigger Handler

TSANet Note Trigger Handler is a record‑triggered Salesforce Flow that runs automatically when a TSANet Note record is created.

The flow:

• Evaluates the newly created TSANet Note

• Updates the related TSANet case if required

• Assigns note details for processing

• Retrieves the associated TSANet case record

• Executes an Apex action to create and sync the TSANet note

This automation handles the processing of newly created TSANet notes and ensures they are correctly linked to related cases

TSANet Refresh Collaboration Requests

SANet Refresh Collaboration Requests is a screen‑based Salesforce Flow that allows users to manually refresh TSANet collaboration requests.

The flow:

• Executes an Apex action to refresh TSANet case data

• Evaluates the result of the refresh operation

• Displays a success or error message to the user based on the outcome

This automation handles the refresh and validation of TSANet collaboration requests and provides feedback on the operation result

TSANet Reject ( Automation )

TSANet Reject is an autolaunched Salesforce Flow that automates the process of rejecting a TSANet collaboration request.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to gather the rejection collaboration request details

• Executes an Apex action to process and submit the TSANet rejection

This automation handles the rejection of TSANet collaboration requests in a consistent and automated manner

TSANet Request Info ( Automation )

TSANet Request Info is an autolaunched Salesforce Flow that automates the process of requesting additional information for a TSANet case.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to load the request information form

• Executes an Apex action to process the information request

This automation handles the process of requesting additional information for TSANet cases in a consistent and automated manner

TSANet Request More Information Flow

TSANet Send Info ( Automation )

TSANet Send Info is an autolaunched Salesforce Flow that automates the process of sending requested information for a TSANet case.

The flow:

• Retrieves the related TSANet case record

• Invokes a subflow to load the request information form

• Executes an Apex action to send the requested information

This automation handles the sending of requested information for TSANet cases in a consistent and automated manner

TSANet Collaboration Request Trigger Handler (Custom)

It's possible to create custom flows. An example of custo flow is below:

This flow automates the handling of Inbound TSANet Collaboration Requests in Salesforce. When a new TSANet Case record is created, the flow:

• Retrieves related Asset and Contact records.

• Creates a Salesforce Case.

• Updates the Collaboration Request with the Case ID.

• Assigns variables for TSANet processing.

• Approves the collaboration request via Apex.

• Sends a custom notification to the case owner.

Flow Details

• Flow Label: TSANet Collaboration Request Trigger Handler (Custom)

• Flow Type: Record-Triggered After Save

• Trigger Object: TSANet Case

• Trigger Condition: A record is created

• Activation Status: Activated (See Screenshot: Flow Details)

Step-by-Step Configuration

Step 1: Configure Start

• Object: TSANet Case

• Trigger: A record is created

• Conditions:

  • Case is Null = True

  • Direction = Inbound

  • Serial Number is Null = False

Step 2: Get Asset by Serial Number

• Object: Asset

• Filter: Serial Number = TSANet Case → Serial Number

Step 3: Decision – Asset Record Found

• Outcome: Asset Found if Asset record exists

Step 4: Get Contact

• Object: Contact

• Filter: Email = TSANet Case → Customer Email

Step 5: Decision – Is Contact Found

• Outcome: Contact Found if Contact record exists

Step 6: Create Salesforce Case Record

• Object: Case

• Fields Mapped:

  • Asset ID → Asset record

  • Contact ID → Contact record

  • Description → TSANet Case Description

  • Case Origin → Web

  • Priority → CasePriority

  • Subject → TSANet Case Summary

  • Case Type → Other

Step 7: Update Collaboration Request

• Attach Case ID to TSANet Case record

Step 8: Get Salesforce Case

• Retrieve Case details for variable assignment

Step 9: Assignment – TSANetCaseRequest

• Assign variables:

  • caseNumber

  • engineerEmail

  • engineerName

  • engineerPhone

  • nextSteps

Step 10: Apex Action – Approve Incoming Collaboration Request

• Inputs:

  • caseRecord = TSANet Case

  • request = TSANetCaseRequest

Step 11: Get Notification Type

• Object: Custom Notification Type

• Filter: Name = TSANet_Notification

Step 12: Assignment – Add Recipient

• Add Case Owner User ID to recipientIds variable

Step 13: Send Custom Notification

• Notification Title: TSANetCase Confirmed Successfully

• Notification Body: Your case has been successfully confirmed

• Recipient IDs: recipientIds

• Target ID: TSANet Case Record ID

Flow Diagram

Start → Get Asset → Decision (Asset Found?) → Get Contact → Decision (Contact Found?) 
→ Create Case → Update TSANet Case → Get Case → Assignment → Apex Action 
→ Get Notification Type → Assignment (Recipient) → Send Notification → End

Notes

• Ensure Apex class ApproveIncomingCollaborationRequest is deployed.

• Custom Notification Type TSANet_Notification must exist.

References

• Video Tutorial: Insert link here

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.

Examples:

A) Every 15 minutes (create 4 schedules)

Use these four schedules:

1. Job Name: TSANetScheduledJob – Every 15 (00) Cron Expression:

   0 0 * * * ?

2. Job Name: TSANetScheduledJob – Every 15 (15) Cron Expression:

   0 15 * * * ?

3. Job Name: TSANetScheduledJob – Every 15 (30) Cron Expression:

   0 30 * * * ?

4. Job Name: TSANetScheduledJob – Every 15 (45) Cron Expression:

   0 45 * * * ?

B) Every 10 minutes (create 6 schedules)

1. TSANetScheduledJob – Every 10 (00)

   0 0 * * * ?

2. TSANetScheduledJob – Every 10 (10)

   0 10 * * * ?

3. TSANetScheduledJob – Every 10 (20)

   0 20 * * * ?

4. TSANetScheduledJob – Every 10 (30)

   0 30 * * * ?

5. TSANetScheduledJob – Every 10 (40)

   0 40 * * * ?

6. TSANetScheduledJob – Every 10 (50)

   0 50 * * * ?

C) Every 5 minutes (create 12 schedules)

1. TSANetScheduledJob – Every 5 (00)

   0 0 * * * ?

2. TSANetScheduledJob – Every 5 (05)

   0 5 * * * ?

3. TSANetScheduledJob – Every 5 (10)

   0 10 * * * ?

4. TSANetScheduledJob – Every 5 (15)

   0 15 * * * ?

5. TSANetScheduledJob – Every 5 (20)

   0 20 * * * ?

6. TSANetScheduledJob – Every 5 (25)

   0 25 * * * ?

7. TSANetScheduledJob – Every 5 (30)

   0 30 * * * ?

8. TSANetScheduledJob – Every 5 (35)

   0 35 * * * ?

9. TSANetScheduledJob – Every 5 (40)

   0 40 * * * ?

10. TSANetScheduledJob – Every 5 (45)

    0 45 * * * ?

11. TSANetScheduledJob – Every 5 (50)

    0 50 * * * ?

12. TSANetScheduledJob – Every 5 (55)

    0 55 * * * ?

Note: 0 5 * * * ? — that would run once per hour at minute 5, not every 5 minutes

• Salesforce does not support */X or 0/X increments like Linux cron. You must explicitly list the minutes (not allow shorthand like */15)

• Use explicit values (comma-separated) or ranges.

• Use ? for Day of Month or Day of Week when the other is specified.

Invocable Actions

• Create Case, Approve Request

• Get Companies, Get Company Form

• Create Note, Attach File

Package Overview

Package Objects, related lists to 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)

Add a Related List to an Object:

Many of the Workforce Engagement features rely on related lists to associate information. During your initial configuration, you may need to add related lists to objects.

To add a related list to an object:

1. Open Setup | Object Manager | {select the object} | Page Layouts | {object name} Layout.

2. Select Related Lists from the {object name} Layout menu at the top of the page.

3. Drag and drop a related list into the related lists section of the page. Repeat this step for each related list that you want to add.

4. Save your changes.