Note

   

This documentation supports the 20.20.01 version of BMC Helix Remedyforce.

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

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.

Best practice

  • The SmartSync - BETA feature is available in all types of sandboxes. However, we recommend 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.

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 Salesforce credentials of the Remedyforce administrator of the production organization from where the data and configuration settings need to be imported.

    Note

    Along with the password, you might need to enter a security token. Ensure that you do not enter the security token instead of the password.

    For more information about generating the security token, see To generate the security token.

  4. Click Import to start the sync process.
    After the import process is completed, the status of data import is displayed on the screen.

To generate the security token

  1. Navigate to User menu > My Settings > Personal > Reset My Security Token.
    (For Lightning Experience, User > Settings > My Personal InformationReset My Security Token.)
  2. Click Reset Security Token.
    The security token is sent to the email address provided in your Salesforce personal settings.

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 active records only.

Urgency

(Remedyforce Administration > Configure Application)

Urgency

All active records only.

Impact

(Remedyforce Administration > Configure Application)

Impact

All active records only.

Category and Category Type

(Remedyforce Administration > Configure Application)

Category

All active records only.

Category type

Templates

(Remedyforce Administration > Configure Application)

Template

All active templates only.

Template Field Info   

Template Linking

Templates Access

Request Definition

(Remedyforce Administration > Configure Application)

Request Definition

All active records that have business service, service offering, and category defined.








Entitlements

Fulfillment Inputs

Fulfillment Mappings

Process Control


Process Template

All active records with active templates that have business service, service offering, and category defined.

Business Services and Service Offerings

Base Element

Note that while importing the relevant records, mapped service and its immediate parent are also imported.

For example, C is the sub-service of B, and B is the sub-service of A. Both C and its immediate parent B are imported.

Accounts

Account

All active records only.

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.
  • SmartSync is supported on Microsoft Internet Explorer (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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