Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Configuring SmartSync - BETA

SmartSync - BETA enables you to import data and configuration settings from the production organization to the sandbox organization. This feature is useful for sandboxes where data and settings need to be configured manually to replicate the configuration settings of the production organization. At a click of a button, from the Remedyforce Administration tab, using the SmartSync - BETA feature, this import process can be done automatically.

Note

  • The SmartSync - BETA feature is available in all types of sandboxes. However, BMC recommends that you do not use this feature in the fullcopy sandboxes as these types of sandboxes have a copy of data from production.
  • SmartSync - BETA feature should be used only once, as you create the new sandboxes.

This section contains the following topics:

Before you begin

To use this feature, make sure that the following criteria are met:

  • BMC Remedyforce Summer 16 version or later is installed on the production and sandbox organizations.
  • The BMC Remedyforce version that is installed on the sandbox organization is the same as the BMC Remedyforce version on the production organization. If your production organization is on a higher BMC Remedyforce version than the sandbox organization, an error message is displayed; however, if your sandbox organization is on a higher BMC Remedyforce version than the production organization, an error message is not displayed. In both these cases, the SmartSync process fails.
  • Your custom configuration related to objects in the production organization is also available on the sandbox organization, for example, custom fields, custom field sets, etc. If not, add the custom configuration on the sandbox organization, refresh the sandbox and then use SmartSync - BETA.


Best Practice

Always refresh the sandbox organization before using SmartSync - BETA.

Importing data and configuration settings from the production organization to the sandbox organization

To import data and configuration settings from the production organization to the sandbox organization using SmartSync - BETA:

  1. Go to the Remedyforce Administration tab.
  2. Click SmartSync.
  3. Enter the credentials of the Remedyforce administrator of the production organization from where the data and configuration settings need to be imported.
  4. Click Import to start the sync process.
    After the import process is completed, the status of data import is displayed on the screen.

Configuration settings

The following table lists the configuration settings that are supported by SmartSync - BETA:

Tile

Module

Sub Module

Settings

Application Settings

(Remedyforce Administration > Application Settings)

Consoles







GeneralEnable and Use the Remedyforce Console
Enable Console Dashboard and QuickViews
Record Locking
Customize Menu
Console Layout
Enable multi-record updates in list views
Allow access to Console View
IncidentsAll settings
Service RequestsAll settings
TasksAll settings
ProblemsAll settings
Change RequestsAll settings
ReleasesAll settings
BroadcastsAll settings
Change ScheduleAll settings
Form AssignmentNoneAll settings
General Application SettingsNone

All settings except the following:

  • Service Target Milestones
  • Remedyforce Utility Service
Global SearchNoneAll settings

Configure Email

(Remedyforce Administration > Configure Email)

Email Conversation Settings

None

All settings

Incident - Email Settings

None

All settings

Configure CMDB 2.0

(Remedyforce Administration > Configure CMDB 2.0)

Classes (including Rule Based Asset Class Rules)

None

All settings

General CMDB Settings

None

All settings

List View Customization

None

All settings

Track Attribute History

None

All settings

Configure Self Service

(Remedyforce Administration > Configure Self Service)

General Self Service Settings

None

All settings

Incidents

None

All settings

Service Requests

None

All settings

Tile Visibility and Order

None

All settings

Configuration data imported by SmartSync - BETA

The following table lists the configuration data that is imported by SmartSync - BETA:

Configuration settingsObjectsData imported

Status

(Remedyforce Administration > Configure Application)

Status

All records

Urgency

(Remedyforce Administration > Configure Application)

Urgency

All records

Impact

(Remedyforce Administration > Configure Application)

Impact

All records

Category and Category Type

(Remedyforce Administration > Configure Application)

  • Category
  • Category type

All records

Templates

(Remedyforce Administration > Configure Application)

Template

All records

Template Field Info   

Supported records

Template Linking

All records

Templates Access

All records

Request Definition

(Remedyforce Administration > Configure Application)

Request Definition

All records

Entitlements

All records

Fulfillment Inputs

All records

Fulfillment Mappings

Relevant records

Process Template

All records

Process Control

Relevant records

Business Services and Service Offerings

Base Element

Relevant records (Referred in a Template or a Request Definition)

Accounts

Account

Relevant records (With basic information referred in a Template or a Request Definition)

Limitations

The following limitations are known in the BETA version of SmartSync:

  • Sometimes the sync operation might fail because of an operation timeout. Follow the process again.
  • If you are using Microsoft Internet Explorer (IE), SmartSync is supported on IE 11 or later.
  • Sometimes the Smart Sync button is not visible on the Remedyforce Administration tab on sandbox organization. Refresh the page to view the button.
  • The configuration settings and email related settings will not be synced for users who are not available in the production organization.
  • The Organization-Wide Email Addresses and Queue Assignment related settings will not be synced.
  • Customized “Class Icons” will not imported for CMDB classes.
  • Console lookup filters and CMDB lookup filters are not imported.
  • The Request definitions under the General Information tab image (32x32) are not synchronized with the sandbox organization.
  • The Salesforce image under the General Information tab is not synchronized with the sandbox organization.
  • If a CMDB rule criteria is present for Request definitions under the Fulfillment input tab, it is not synchronized with the sandbox organization.
  • For the imported Base Element records no relationship is created between the imported services and service offerings.
  • While migrating Service Request Definitions, the relationship between the business service and its service offering is not migrated from the production organization to the sandbox organization.

The following limitations are related to the importing of data using SmartSync - BETA:

  • For Templates, the following lookup field mappings under Template Field Info are supported:
    • Configuration Item / Asset
    • Service
    • Service Offering
    • Account
    • Status
    • Urgency
    • Impact
    • Category
    • Client ID
    • Staff
  • For imported Base Element records, if the records belong to any other class other than Business Service, only the data of General Info tab are imported; the date from the Specifications tab is not imported.
  • If there is a hierarchy of more than two levels of Base Element instances and if any class below the second level is used in template field mapping of service fields, then during the SmartSync run only the immediate parent of the mapped class is imported.
  • For imported Account records, only the basic information of the Account is imported; the information related to the parent account, leads, and contacts are not imported.

You can restrict the import of the Request Definition Configuration data by changing the value of the SmartSyncSRDMigration Remedyforce custom setting to False.

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