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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.

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:

TSANet Collaboration Request Trigger Handler Flow step by step:

This guide explains how to create and configure a Record-Triggered Flow in Salesforce to handle TSANet collaboration requests. The flow automatically accepts or rejects cases based on whether an associated Asset exists in Salesforce.

Purpose

  • Automate inbound TSANet case handling.

  • Validate Asset existence using Serial Number.

  • Create Salesforce Case and attach to Collaboration Request if valid.

  • Send notifications for accepted or rejected cases.

Prerequisites

  • Salesforce Permissions: Flow Builder, Manage Flows.

  • Objects & Fields:

    • TSANet Case (custom object)

    • Asset (standard object)

    • Custom fields:

      • SerialNumber (on TSANet Case)

      • Hypervisor (optional)

  • Managed Package: TSANet Connect installed.

Flow Details

  • Flow Type: Record-Triggered Flow

  • Trigger Object: TSANet Case

  • Trigger Condition: When a record is created

  • Criteria:

    • Case Type = Inbound

    • Case is empty

  • Optimization: Actions and Related Records

Flow Diagram

Note: This diagram shows the acceptance branch (Asset exists). The rejection branch (Asset does not exist) should be added separately.

Flow Structure

Step-by-Step Instructions:

Step 1: Create Flow

  1. Navigate to Setup → Flows → New Flow.

  2. Select Record-Triggered Flow.

  3. Configure:

    • Object: TSANet Case

    • Trigger: A record is created

    • Conditions:

      • Type = Inbound

      • Case = Empty

    • Optimize for Actions and Related Records.

Step 2: Add Get Records (Asset)

  • Element: Get Records

  • Label: Get Asset

  • Object: Asset

  • Filter: SerialNumber = {!$Record.SerialNumber}

  • Store: All fields or required fields.

Step 3: Add Get Records (Contact)

  • Element: Get Records

  • Label: Get Contact

  • Object: Contact

  • Filter: Based on case details.

Step 4: Add Decision

  • Label: Validate Asset Exists

  • Outcome 1: Exists

    • Condition: Asset.Id != ""

  • Outcome 2: Does Not Exist

    • Condition: Asset.Id = ""

Step 5: Exists Path

  1. Create Records:

    • Object: Case

    • Populate required fields.

  2. Update Records:

    • Attach Case to Collaboration Request.

  3. Assignment:

    • Populate TSA Net Case Request fields.

  4. Get Records:

    • Retrieve Salesforce Case.

  5. Apex Action:

    • tsanet_connect__TSANetInvocableApproveRequestService

  6. Get Notification Type:

    • Retrieve CustomNotificationType.

  7. Send Custom Notification:

    • Notify Salesforce users about case acceptance.

Step 6: Does Not Exist Path

  • Assignment:

    • Label: Reject Request

    • Populate rejection details.

  • Optional: Send Notification for rejection.

Step 7: Save & Activate

  • Click Save As New Version.

  • Activate the flow.

Testing & Debugging

  • Use Debug in Flow Builder.

  • Validate:

    • Asset retrieval.

    • Decision outcomes.

    • Notifications sent.

  • Common issues:

    • Missing Serial Number field.

    • Incorrect filter conditions.

Additional Notes

  • Customize criteria for acceptance/rejection as per business needs.

  • Add error handling for rollback scenarios.

  • Consider separate flows for rejection if complexity increases.

TSANet Collaboration Request Trigger Handler (Custom)

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

Notes

  • Ensure Apex class ApproveIncomingCollaborationRequest is deployed.

  • Custom Notification Type TSANet_Notification must exist.

References

  • Video Tutorial: Insert link here

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.

Examples:

A) Every 15 minutes (create 4 schedules)

Use these four schedules:

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

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

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

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

B) Every 10 minutes (create 6 schedules)

  1. TSANetScheduledJob – Every 10 (00)

  2. TSANetScheduledJob – Every 10 (10)

  3. TSANetScheduledJob – Every 10 (20)

  4. TSANetScheduledJob – Every 10 (30)

  5. TSANetScheduledJob – Every 10 (40)

  6. TSANetScheduledJob – Every 10 (50)

C) Every 5 minutes (create 12 schedules)

  1. TSANetScheduledJob – Every 5 (00)

  2. TSANetScheduledJob – Every 5 (05)

  3. TSANetScheduledJob – Every 5 (10)

  4. TSANetScheduledJob – Every 5 (15)

  5. TSANetScheduledJob – Every 5 (20)

  6. TSANetScheduledJob – Every 5 (25)

  7. TSANetScheduledJob – Every 5 (30)

  8. TSANetScheduledJob – Every 5 (35)

  9. TSANetScheduledJob – Every 5 (40)

  10. TSANetScheduledJob – Every 5 (45)

  11. TSANetScheduledJob – Every 5 (50)

  12. TSANetScheduledJob – Every 5 (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.

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