Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Managing custom settings

Custom settings that are provided for BMC Remedyforce can be managed by using Remedyforce Settings.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
  3. On the Custom Settings page, in the Action column for Remedyforce Settings, click Manage.
  4. Perform one of the following actions:
    • To create a custom setting, click New.
    • To edit a custom setting, in the Action column of the required custom setting click Edit.
  5. Make the required changes, and click Save.

Custom settings

The Remedyforce custom settings, along with their descriptions are listed below.

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Custom settingDescriptionDefault valueInternal settingAdmin UI
AC_IsRestVersionSet the value of this setting to False if you are configuring the integration with BMC FootPrints Asset Core 11.6 or you do not want to use the REST web API in version 11.7 or later.TRUE  
Allow submit ticket from SuperboxBy default, in the Self Service on Salesforce1 Mobile App, the Superbox is displayed on the Home screen if client enters keywords in places like the box, the tickets, service requests, and knowledge articles that match the keywords. If clients want, they can click Submit Ticket and a ticket is created with the keywords in the Superbox.
To remove the option to submit a ticket when a client enters some data in the Superbox, configure the value of the custom setting as False.
TRUE  
AllowDashboardResetBy default, staff members can use the Apply Default Dashboard to My Dashboard option to set the default dashboard as their dashboard.
To remove this option, configure the value of the custom setting as False.
TRUE  
AllowGlobalSearchInConsoleThis setting enables users to use the option to search within the filtered view. To disable this for the users, update the value of the custom setting as False.TRUE  
AllowReapplyingTemplateValuesonEditThe expected behavior when you apply a template to an incident record and also select a broadcast in the record, is as follows:
All the template values, except Urgency, are populated in the record when the Replace form field values with template field values check box is selected by the system administrators.

Yes 
AppLastRuntimeDo not update the value of this custom setting. YesNo
Category Optional on Visualforce FormsThis custom setting is not valid for the Remedyforce Console.
  
Category Visible on Visualforce FormsThis custom setting is not valid for the Remedyforce Console.
  
Change Request Email Listener TemplateWhen you integrate BMC Remedyforce with BMC Server Automation, you can automate the process to create a change request in BMC Remedyforce. To do so, you create an email listener by selecting the ChangeRequestEmailListener Apex class. Then you create a template with the required field values and category as BSA Notification. To automate creation of a change request from this template, configure the template name as value of this custom setting.   
ChangeSchedule_TooltipsFields

You can configure the fields that you show in the tooltip of the Change Schedule for change requests, tasks, and releases. By default, you can show a maximum of 20 fields in the tooltip. To configure more or less number of fields to be displayed in the tooltip, configure the number of fields as the value of this custom setting.

Note: Although you can enter any numeric value in the setting, only a maximum of 50 fields can be shown in the tooltip.

20  
chatAvailableTimeDiffFor internal use, please do not modify. 
Yes 
ChatterSettingsController.PCG_FeatureENABLEDThis field is enabled when the Disable Chatter check box is unchecked. Select this check box to enable creation of Chatter posts when an incident of a particular priority is created by a member of a Chatter group. Select this field, and then assign a Chatter group to a priority. When an incident is created with that priority, a post is posted on the specified Chatter group.
Yes 
Cleanup_MaxErrorRecordsBy default, when you are upgrading from CMDB 1.0 to CMDB 2.0, while cleaning records in CMDB 1.0, 1000 errors are ignored. To update the number of errors to be ignored while cleaning the CMDB 1.0 data, create this setting and specify the designated value.1000  
CMDB_Migration_MaxErrorRecordsBy default, when you are migrating data from CMDB 1.0 to CMDB 2.0, 1000 errors are ignored. To update the number of records that have errors and are ignored, create this custom setting and specify the designated value.1000  
CMDB_ReconcileMarkAsDeletedIf the reconciliation process is ongoing and an update on at least one record occurs during an import, a temporary record is created and removed.
By default, records marked as deleted are considered in reconciliation. To exclude these records from reconciliation, update the value of this setting to False.

  
CMDBCleanupBatchSizeBy default, when you are upgrading from CMDB 1.0 to CMDB 2.0, 1000 records in CMDB 1.0 are cleaned in a batch. To update the batch size, create this custom setting  and specify the designated value.1000  
CMDBListViewLimitThis setting controls the number of columns that you want to allow in the Remedyforce CMDB list view. On the Remedyforce Administration > Configure CMDB 2.0 > CMDB List View Customization page, if you would select number of fields more than the value of the custom setting, an error is displayed.25  
CMDBLockedAfter you start upgrading to CMDB 2.0, your CMDB is locked and all the data added or updated during the upgrade is lost. The CMDB is locked while migration of data is in progress. During data migration, it is recommended that you do not perform any actions in the Remedyforce CMDB tab.
  
CMDBMigrateBatchSizeBy default, when you are migrating records from CMDB 1.0 to CMDB 2.0, 3000 records are migrated in a batch. To change the number of records migrated to CMDB 2.0 in a batch, create this setting and specify the designated value.3000  
CMDBMobileListViewFieldLimitThis custom setting defines the maximum number of fields that you can show for a configuration item or asset in the CIs and Assets list view in the Service Desk on Salesforce1 Mobile App. The maximum number of fields allowed in the mobile app is 10.10  
Console_LayoutAccessValidationWhen the setting Enable Layout Type validation for record access is enabled and user tries to open a record that has a layout type not assigned to the user's profile, Remedyforce Console shows the following behaviour: The record does not open and the user gets the error You do not have access to the layout type of this record.
Yes 
Console_ValidateAllFieldsOnSaveBefore you save any record from Remedyforce Console, a check is added to verify if the same record is modified by any other user or workflow. If the value for this setting is set to True, before you save any record from console, value of all fields present in form is checked against database values and the error message is displayed in case of discrepancy. If value for this setting is set to False, then only the template field value is checked against database values to display the error message.
  
ConsoleSuggestionLimitMaxThe value this custom setting determines the maximum number of smart suggestions shown to a staff member in the Remedyforce Console. It is recommended that you do not increase the value since changing the value of this custom setting may impact performance of Remedyforce Console50 No
ConsoleSuggestionLimitMinThe value this custom setting determines the minimum number of smart suggestions shown to a staff member in the Remedyforce Console. If the number of smart suggestions are more than the value of the custom setting, the Show More link is shown. It is recommended that you do not increase the value since changing the value of this custom setting may impact performance of Remedyforce Console10 No
ConsoleTextareaVisibleLinesYou can now modify the height of the Text Area and the Long Text Area fields for all the Remedyforce Console forms. Perform the following steps given below to modify the height for these fields using this custom setting:
  1. Go to Setup > Develop > Custom Settings.
  2. Click Manage for Remedyforce Settings.
  3. Click New.
  4. Enter the following values for the fields: For the Name field, enter ConsoleTextareaVisibleLines. For the Value field, enter the number of lines to be displayed. For example, enter 3.
  5. Click Save.

  
CTI Caller ParameterBy default, when you integrate BMC Remedyforce with Open CTI Adapter, the adapter sends the caller phone number as a URL parameter called ANI to BMCServiceDesk__CTI Page. If the adapter is sending the caller phone number in any other URL parameter, configure the parameter in this custom setting.   
DailyRecurrenceLimitThe value of this custom setting determines the maximum number of times records can be created from a recurring template in a day if the recurrence of the template is configured daily.100  
Deactivate Keyboard ShortcutsBMC Remedyforce supports keyboard shortcuts for performing a few common actions in Self Service and on the Remedyforce ConsoleIncident Console, and Task Console tabs. Based on your requirement, you can deactivate these keyboard shortcuts. If you deactivate this setting, keyboard shortcuts are disabled for these tabs. To deactivate the keyboard shortcuts, you must create a custom setting Deactivate Keyboard Shortcuts and set the value as True.
  
DISABLE REMEDYFORCE CHATTERThis setting will let you disable chatter if you do not want users to access Chatter in the Salesforce organization. BMC recommends that you disable Chatter in BMC Remedyforce if you have disabled Chatter in your Salesforce organization. If you disable Chatter in your Salesforce organization and not in BMC Remedyforce, you might get ApexApplication error email messages. NoYes
DisableReturnToSalesforceIn Self Service 3.0, if the value for DisableReturnToSalesforce is set to False, you will see the Return to Salesforce option under the Profile Name drop-down menu.
If the value for DisableReturnToSalesforce is set to True, you will not see the Return to Salesforce option under the Profile Name drop-down menu.
However, the default value is set to False

  
DisableAttachmentsInConsoleList 

With this custom setting, you can opt out of the Attachment feature.

Whenever an attachments gets added or deleted, the HasAttachments field gets updated because of which you start getting prompts to reload forms in Remedyforce Console.

If you do not want these prompts, create this setting and set it to true to opt out of the Attachment feature.


Yes
Enable_SRDInputDisplayOrderForMappingIn service request, the mapped tasks and change requests appear in the same order as set in the mapping grid of request definitions if the custom setting propOldSRFieldMappingOrder or Enable_SRDInputDisplayOrderForMapping is set to True.
  
EnableEditSRIf you have combined Incidents/Service Requests view in the Remedyforce Console and you want to enable the Edit option for a submitted service request, configure the value of this custom setting to True.
The Edit button is displayed on Request Detail page toolbar. Note that the Edit button will be available to all users, irrespective of their profiles.
FALSE  
EnableLargeVolumnDataFor internal use, please do not modify. 
Yes 
EnableLocaleNumberFormatTo enable the support for different locales for Custom fields and Service Request Inputs in Self Service 3.0.TRUENo 
EnableSelfHelp_AdminTabSome walk throughs are provided on the Remedyforce Administration tab.
To show the walk throughs, configure the value of the custom setting as True.
FALSE No
EnableSelfHelp_GettingStartedTabSome walk throughs are provided on the Getting Started tab in the Walkthrough widget. To not show these walk throughs when a user clicks the Walk Through Main Tasks tile, configure the value of this custom setting as False.TRUE No
EnforceUserObjSecurityInRFClientFormStaff members can view, create, and edit client records from the Remedyforce Workspaces tab. To restrict staff members from creating and editing client records, you must change the default value of the custom setting Enforce User object Security in clients form and set the value as True.   
HonourUserSegregationOnClientFormIf the value of this setting is set to True, it honours the edit permissions of the user on the client form. 
  
IsBestPracticesDataAvailableThis setting is used to determine if smart practices content is available in your Salesforce organization. It is recommended that you do not change this custom setting. Yes 
IncidentResolutionStatusThis setting specifies the resolution statuses that are used for KPI calculation. Each status value must be semicolon separated as shown in the following example:

Auflösung;Achieved;Done;


Yes
IncidentFCRDuration

This setting specifies the time difference between Closed Date and Opened Date that should be taken into account while calculating KPI for FCR. The time is assigned in minutes.

For example, if you want to set the time as 2 hours, you should assign the value 120 to the setting IncidentFCRDuration.


Yes
IsDemoDataAvailableThis setting is used to determine if demo data is available in your Salesforce organization. It is recommended that you do not change this custom setting. Yes 
isSandboxThis custom setting stores True in your Sandbox organization and False in your production organization. It is recommended that you do not change this custom setting.
Yes 
LastRelationshipCountUpdateBatchRunIf the Configuration Items with Relationships report are not working properly, create this custom setting and set the value of the setting as blank. You can access this custom setting through LMA only.   
LDV_CILinkingQuery

This setting does not exist OOTB. You have to create this setting and set its value to TRUE. 

When this setting is set to TRUE, the popup window containing the list of CIs will load quickly if there are more than 10,00,000 CI records.

Note: Create this setting only when you get the "Time limit exceeded. Your request exceeded the time limit for processing" error.




Max Records to Show for SS ApprovalIf there are more than 10,000 approvals for a user and the user tries to navigate to the Manage Approvals tab in Self Service 3.0, the application displays an error.
A new setting, Max Records to Show for SS Approval, is added in Setup > Custom Setting > Remedyforce Setting with a default value as 2000. The setting displays a maximum of 2000 approvals in the approval list.

  
MilestoneBatchJobSizeBy default, 500 milestone records are processed. To change this value, you can configure this setting.
  
MonthlyRecurrenceLimitThe value of this custom setting determines the maximum number of times records can be created from a recurring template in a month if the recurrence of the template is configured monthly.60  
MyDomainUrl

If you have enabled My Domain URL on your organization, use this custom setting to enter the domain url.
To add My Domain URL in  custom settings, perform the following steps:

  1. Navigate to the Setup > Domain Management > My Domain page and copy the My Domain URL.
  2. Navigate to the Setup > Develop > Custom Settings page.
  3. Click Manage for Remedyforce Settings.
  4. Click New and enter the name as MyDomainUrl.
  5. Paste the My Domain URL in the Value field.
  6. Click Save.

Note: You must add prefix https:// to the URL. For example, https://mydomain.my.salesforce.com.


  
NonSharableLicenseKeysBy default, users having license types such as Salesforce, Salesforce Platform, and so on are shown in the list of users on behalf of whom another user can submit a ticket in Self Service.
To not show users of any license in the On Behalf Of window, add that license to this custom setting value.
   
NormalizationBatchSizeBy default, 100 records are normalized in a batch. To reduce the batch size of the normalization job, configure the number of records as value of the custom setting.   
OOTBDataInstallationRunningDo not update the value of this custom setting. Yes 

Performance_Milestone

If any SLA related apex job fails and you see the following error, then create this setting and set its value to TRUE.

"Too many SOQL queries: 201"




propCommitErrorToDatabaseFor internal use, please do not modify. 
Yes 
propEnableLoggingFor internal use, please do not modify.  
Yes 
propOldSRFieldMappingOrderIn a service request, the mapped tasks and change requests are not in the same order as set in the mapping grid of request definitions, even if the custom setting propOldSRFieldMappingOrder or Enable_SRDInputDisplayOrderForMapping is set to True.
  
propPostWinter13InstallThis setting is used to determine if the version of BMC Remedyforce in your organization is a later version after Winter 13. Based on the version, different context-help files open in the Salesforce page layouts of BMC Remedyforce. Do not update the value of this custom setting. Yes 
propRemedyForceFinestLoggingFor internal use, please do not modify. 
Yes 
propRequestDefinitionForDebuggingFor internal use, please do not modify. 
Yes 
propShowOthersIncident_in_SelfServiceBy default, in the Self Service on the Salesforce1 Mobile App, View Filter shows a filter to show tickets submitted by the user. To enable the View Filter to show tickets submitted by Others (Self/Others) on the Tickets and Request list view screen, configure the value of the custom setting as True.FALSE  
QuicKView Page  SizeTo update the number of records shown in a QuickView. The valid range is between 10 to 200. If you enter an invalid value, 50 is used in the value field.   
ReconOverwriteWithDefaultValues

This setting does not exist OOTB. You have to create this setting and set its value to TRUE.

When you set the value of this setting to TRUE and reconcile a record, the incoming default values will override the existing values for that record.



Yes
RightAnswers URLTo view RightAnswers knowledge articles in BMC Remedyforce, configure the URL of the RightAnswers in the value field of the setting.   
SegregatedServiceRequestViewPrefixStarting with Spring 15, you can see Service Requests as a separate module in the Remedyforce Console tab. The incident and service request records are stored in the Incident object. In the Remedyforce Console, Incidents and Service Requests are different modules. Therefore, if you create a list view filter for the Incident object, the list view filter is available in the Incidents module only. To show a list view filter in the Service Requests module, add the SR prefix to the filter name.
To configure a different prefix to segregate the filter name, configure the prefix as the value of this custom setting.
   
SendEmailNotificationActiveUsersWhen new clients are created or imported in BMC Remedyforce, an email message is sent to clients with a link to generate password. To not send an email message to clients, configure the value of the custom setting as False.TRUE Yes
SF Knowledge Multi LanguageBy default, clients can search Salesforce knowledge articles in the language configured for them. To enable clients to search Salesforce knowledge articles in multiple languages, update the value of the setting to True.FALSE  
SF1SS_Hide_SuperBoxBy default, on the Home screen of the Self Service on Salesforce1 mobile application, the Superbox is displayed. To hide the Superbox on the Home screen, create this custom setting and configure its value as True.FALSE  
SF1SSMaxRecordsToShowMaximum 200 records are shown in all lists if this setting is not configured. For SF1, both minumum and maximum are applicable. But for SS 3.0, only SF1SSMax with some given exceptions.   
SF1SSMinRecordsToShowThis setting is used to control the number of records displayed on lookup fields (both SF1 & SS). In Self Service 3.0, by default 50 records are displayed and can be customized in the range of 20 to 200. Minimum value should be less than maximum.  YesNo
Show inactive Task in Supporting InfoBy default only active tasks are shown in the Supporting Information of a record. To show inactive tasks also in the Supporting Information, configure the value of the custom setting as True.FALSE  
showCollisionsPopupAutomaticallyThis custom setting enables showing a popup message for a change request, if the time frame for change request to be carried out collides with that of the other change request.  Yes
showStageProgressionInSelfServiceStage progression values that include Opened, Acknowledged, In Progress, and Closed are mapped to custom labels. These stage progression custom labels are prefixed with StageProgression_.   
silverlightCIExplorerIf the value of the custom setting is False, new CMDB Explorer based on HTML5/JavaScript is launched. If the value of the custom setting is True, the deprecated CMDB Explorer based on Silverlight technology is launched.   
SmartResultMinMatchCount

Specifies the minimum number of records that Superbox search should return while matching the exact string. If the number of records are less than the specified count, the search is made for split strings.




SmartSyncSRDMigrationYou can restrict the import of the Request Definition Configuration data by changing the value of this setting to False.
  
SS_ShowListViewForCategory

The Category lookup field in Self Service 3.0 displays tree view by default. However, you can use custom settings to switch to list view using the steps given below:

  1. Go to Setup > Custom Settings > Remedyforce Settings.
  2. Click Manage.
  3. If the setting SS_ShowListViewForCategory does not exist, click New to create it.
  4. Set the value as True.
  5. Click Save. 

  
SSExportToCsvBatchSizeOnce you click Export to CSV button, records will be retrieved in batches of size 500.
This batch size will be configurable via custom setting, we will be creating a record named SSExportToCsvBatchSize in Remedyforce Settings with value having the batch size. Records returned will be stored in a Javascript array.

  
SSHideInactiveCategoriesWhile creating a service request in Self service, if this setting does not exist or if it exists and the value for this setting is set to True, inactive categories are not shown in the category catalogue . If the value for this setting is set to False, inactive categories will also be shown in the category catalogue. 
  
SSSmartSuggestionsLimitMaxThe value this custom setting determines the maximum number of smart suggestions are shown to a client in Self Service.15 No
SSSmartSuggestionsLimitMinThe value this custom setting determines the minimum number of smart suggestions are shown to a client in Self Service. If the number of smart suggestions are more than the value of the custom setting, the Show More link is shown. To set custom auto refresh time add ConsoleListRefreshMinutes custom setting using Remedyforce Administration > Application Settings > Custom Settings.5 No
SSForgotPwdInAsyncBy creating this, internal users (not a community or site user) will be able to reset the password through sites.

Yes
Staging_SkipInstanceIDSuffixBy default, while importing records to CMDB, the Instance ID field value is appended to the value of the Instance Name field. To not append the Instance ID field value to the Instance Name field value, create this custom setting and configure the value as False.TRUE  

StopEmailConversationFailureAlert

This setting is an option to opt out of the email processing error.

If the Administrator creates this setting and sets its value to True, the client user mentioned in the setting User to receive email processing error notifications (Remedyforce Administration > Configure Email > Incident - Email ) will not receive the exception email.

Note that, when the user opts for this setting, only the syntax error emails will not be sent.

-
Yes
trialDataLoadLastRunTimeFor internal use, please do not modify. 
Yes 
trialDataLoadRunningFor internal use, please do not modify.  Yes 
UseIncidentOpenDateforTargetDateThis custom setting enables users to recalculate due date of an incident, task, or problem based on the date it was opened. If the value of custom setting is False, due date is recalculated based on the current date.TRUE Yes
UsePausedDurationforElapsedTimeIf the value of this setting is True, paused duration of cancelled service target is used for elapsed time calculations of the new service target. If the value of this setting is False, paused duration of cancelled service target is not used for elapsed time calculations of new service target.  Yes
UtilitySchedulerIntervalWhen you install BMC Remedyforce, a utility runs once everyday to identify active templates, suggested owners, SLAs, and request definitions in your organization that reference data in other objects that has been deleted, modified, or marked as inactive. To update the time interval in which the utility must run, configure the value (in days) in the custom setting.1  
WebAPISchedulerIntervalTo update the time interval, configure the time interval (in minutes) as value of the custom setting.15  
WeeklyRecurrenceLimitThe value of this custom setting determines the maximum number of times records can be created from a recurring template in a week if the recurrence of the template is configured weekly.53  
wikiHelpUrlThis custom setting contains the fixed part of the URL that opens the context-sensitive help from the application. More parameters are added to the fixed URL dynamically to open the page that contains information about the application page that you have opened. For uninterrupted access to context-sensitive help feature, ensure that you do not change this custom setting.
  
wikiHelpUrlThis custom setting contains the fixed part of the URL that opens the context-sensitive help from the application. More parameters are added to the fixed URL dynamically to open the page that contains information about the application page that you have opened. For uninterrupted access to context-sensitive help feature, ensure that you do not change this custom setting.
  
YearlyRecurrenceLimitThe value of this custom setting determines the maximum number of times records can be created from a recurring template in a year if the recurrence of the template is configured yearly.10  
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