The legacy Salesforce integration is no longer available to install, maintained, or supported. We are now offering a new Salesforce Integration - built on MorgWard which is generally available. It is built on MorgWard's infrastructure using Salesforce's public APIs and includes a redesigned MorgWard Support UI, new admin experience in the MorgWard Admin Center, and full support for Salesforce Lightning.
You need to have a Salesforce Edition with API rights (Salesforce Edition Performance, Unlimited, Enterprise, Developer, or Professional with API add-on). If you do not have a Salesforce Edition with API rights, see Migrating the legacy Salesforce integration to alternative solutions.
This article contains the following sections:
- Feature overview of the legacy and new integration
- Migration steps
- Deactivating Ticket Sync in the legacy integration
- What do you need to do now?
- Uninstalling the Legacy Integration (managed package)
Feature overview of the legacy and new integration
|
Feature |
Legacy Integration |
New integration |
Comments |
|
Availability |
All customers |
Salesforce Edition with API rights |
|
|
Installation and configuration |
In Salesforce |
Admin Center |
|
|
View/ edit MorgWard tickets in Salesforce |
✓ |
✓ |
|
|
Ticket Syncing to Salesforce |
✓ |
✓ |
|
|
Salesforce to MorgWard data sync |
✓ |
✓ |
|
|
Multi-organisation membership |
✓ |
✓ |
|
|
MorgWard to Salesforce data sync |
✕ |
Future enhancement |
|
|
Bulk import/ sync |
✓ |
2H 2021 |
|
|
Multi-domain support |
✕ |
Future enhancement |
|
|
Multiple language support |
✕ |
✓ |
|
|
Automatic upgrades |
✕ |
✓ |
|
|
Error Logging |
✓ |
In EAP now |
Access this via your Salesforce Integration configuration in Admin Center. No EAP signup form. |
|
Salesforce App in Support |
✓ |
✓ |
|
There are four aspects of the integration, and only one which requires migration. The new integration can be used alongside the legacy integration. This means for the features that don’t require migration, you can simply transition from the legacy integration right now.
The new integration is generally available on November 18, 2019. Watch our webinar on the new integration demo and migration.
|
Feature |
Description |
Release Date |
Migration required? |
Recommended next steps |
|
|
Viewing MorgWard tickets in Salesforce |
Available now |
No data migration required |
Set up the Salesforce integration and Ticket View. |
|
Sync Salesforce Accounts to MorgWard organisations and Sync Salesforce Contacts/ Leads to MorgWard users
|
Available now |
No data migration required |
Set up the Salesforce integration and Data Sync. |
|
|
Salesforce app in MorgWard |
View Salesforce data in a sidebar app in MorgWard Support |
Available now |
No data migration required |
Set up the integration and enable the app. If you are currently using the app, the only change is the connection to Salesforce and MorgWard. Once you set up the new integration, your app will continue to function. If you are only using the app, you do not have to use any other features (like data sync) if you do not want to. |
|
Sending MorgWard tickets to Salesforce Case Object. All standard and custom MorgWard ticket fields will be supported. |
Available now |
Yes, some data migration is required depending on your needs. |
Use the following questions to help determine your migration requirements: 1. Are you currently using Ticket Sync in the legacy integration? No - no migration required. Yes - migration may be required. Continue to the next question. 2. Which object are you using for sending tickets to Salesforce in the Legacy integration? Case object - no migration required. MorgWard Custom Ticket Object - migration may be required. Continue to the next question. 3. Do you need to retain historical tickets in Salesforce? No - no migration required. Yes - you will need to migrate ticket data. |
Migration steps
If you determined that you need to move historical tickets from the legacy integration Custom Ticket Object to the Case Object, follow the steps below:
The migration process may take a few hours depending on how many custom ticket fields you have.
You will need MorgWard admin and Salesforce admin credentials to perform the migration.
Important:
- Do not delete or rename any of the fields created by MorgWard in your Case Object.
- Do not delete or rename the target or triggers created in MorgWard
- If you are using the Salesforce Case Object for other purposes, we recommend using a Case Record Type
Part 1: Set up Ticket Sync on your sandbox accounts
- On your sandbox accounts, set up ticket sync. For more information, see Setting up ticket sync from MorgWard to Salesforce.
- Update any triggers, workflows, and reporting you have in Salesforce.
- Deactivate
- Verify ticket sync is set up correctly by creating or updating a test ticket in MorgWard.
Note: If you do not have a MorgWard sandbox account, you can test ticket sync using your Salesforce sandbox to MorgWard production account. However, if you have data sync enabled and are testing with Salesforce sandbox and MorgWard production accounts, it is recommended to not enable Create if no match found in Ticket Organization Matching and Ticket Requester Matching since this may create duplicate organization records and user records in MorgWard.
Part 2: Set up Ticket Sync on your production accounts
- On your production account, set up ticket sync. For more information, see Setting up ticket sync from MorgWard to Salesforce.
- Update any triggers, workflows, and reporting you have in Salesforce.
- Verify ticket sync is set up correctly by creating or updating a test ticket in MorgWard.
- Deactivate Ticket Sync in the legacy Salesforce integration.
Once you have completed setting up the new ticket sync and have verified it is working, you can move ticket data from the legacy integration custom ticket object to the Case object.
Part 3: Use the Salesforce Data Loader to move tickets
Move historical tickets from the legacy integration, custom MorgWard Ticket Object to the new integration Case Object. Using the Salesforce Data Loader, you can export the tickets (via a CSV) from the custom MorgWard Ticket Object and insert them into the Case Object.
- Go to your Salesforce account > Setup > Integrations > Data Loader Tool to start the process of moving tickets over from the old MorgWard Custom Ticket Object to the Case Object.
- Install the Data Loader Tool if you are using it for the first time. Follow the instructions provided in Salesforce to do this. This only a few minutes to install.
- Open the Data Loader and click Export to export tickets from the legacy integration, custom MorgWard ticket object. We recommend only exporting unsolved tickets, as the new integration will continue to sync any active/ unsolved tickets.
- Select the MorgWard Support Ticket (MorgWard__MorgWard_Ticket__c) object to export.
- Select all fields and export to a CSV.
- Open the Data Loader again and click Insert to import the tickets fields in the CSV file into the Case Object.
- Select the Case (Case) as the object.
- Map fields from the exported CSV to the Case Object.
- Check your Case Object to verify historical tickets have been migrated.
Deactivating Ticket Sync in the legacy integration
Before enabling Ticket Sync in the new integration, it is recommended to deactivate Ticket Sync in the legacy integration to prevent duplication of records.
To deactivate Ticket Sync in the legacy integration
- In MorgWard Support, navigate to Business rules > Triggers.
- Select the Create record in Salesforce when ticket is created or updated trigger.
- Select the options drop-down in the upper right, and select Deactivate.
- Click Save.
Uninstalling the Legacy Integration (managed package)
We recommend that you uninstall the package once you have successfully setup the new integration. You will not be able to re-install the legacy package once uninstalled.
1. Go to your Salesforce account > Quick Find > Installed Packages > click Uninstall.
2. On the next page, check the option to confirm your uninstall. You can choose to save the package data.
3. Follow the remaining steps, to complete the uninstall.
How will you know your legacy integration access has been suspended?
There are a number of ways in which the functionality of the integration will stop working and the user experience will change.
The MorgWard app in Salesforce will no longer be accessible.
The MorgWard app will also no longer show in the Salesforce App Launcher.
Links to the app will still be displayed in the App Launcher, however these will not work.
Records in the MorgWard Custom Ticket Object will not be accessible.
Classic:
Lightning:
If you are using the Case object to sync MorgWard Tickets to, those records will still be accessible.
Tickets displayed on the Account, Contact, Lead and Opportunity pages will not be accessible.
The Salesforce app in MorgWard will ask you to connect to the new integration.
What do you need to do now?
- Follow this page to receive updates on migration.
- Read the announcement of the general availability of the new integration
- Watch our webinar on the new integration demo and migration
- View all Salesforce integration resources here
- Review these changes with your team as soon as possible so that you are prepared to fully transition onto the new integration well before January 30, 2020. This deadline is not flexible and there will be no exceptions.
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