Managing custom settings

When viewing an email from Activity Feed or SmartView, the first inline image appears multiple times in the email body. The remaining inline images do not appear. However, on the record details form, you can see that different images are listed in the Notes & Attachments section.

This issue occurs if a sender pastes multiple images in the email body while sending or responding to an email from a browser based email application. 

To resolve this error, navigate to Setup > Custom Settings > Remedyforce Settings and create HandleEmailDuplicateNameInlineImages.

Set the value to true.

Note: Create this setting only when the inline image duplication error occurs.

You might receive the following error while closing a broadcast that has more than 100 incidents linked to it:

Apex CPU Time limit exceeded

To resolve this error, navigate to Setup > Custom Settings > Remedyforce Settings and create EnableAsyncCloseForBrdLinkedIncs.

Set the value to 10.

You might receive the following error while closing a problem that has more than 100 incidents linked to it:

Apex CPU Time limit exceeded

To resolve this error, navigate to Setup > Custom Settings > Remedyforce Settings and create BatchSizeForUpdatingRelatedRecord. 

Set the value to 10.

Task Management

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

General (Internal Use)

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"

Remedyforce Administration

If 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.

1. Navigate to the required path:
   • For Salesforce Classic, go to 

     Setup > Build > Develop > Custom Settings.

   • For Salesforce Lightning, go to Setup > Platform Tools > Custom Code > Custom Settings.
2. Click Manage for Remedyforce Settings.

A new setting, Max Records to Show for SS Approval, is added under Remedyforce Settings with a default value as 2000. The setting displays a maximum of 2000 approvals in the approval list.

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 required path and copy the My Domain URL.
   • For Salesforce Classic, go to 

     Setup > Administer > Domain Management > My Domain.

   • For Salesforce Lightning, go to Setup > Settings > Company Settings > My Domain.
     
     
2. Then, navigate to the required path:
   • For Salesforce Classic, go to 

     Setup > Build > Develop > Custom Settings.

   • For Salesforce Lightning, go to Setup > Platform Tools > Custom Code > Custom Settings.
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.

If you need to opt-out from the CI lookup optimization in order to use the existing sort functionality on the CI lookups, create this custom setting under RemedyforceSettings__c and set its value to True.

For more information about the CI lookup optimization, see Viewing, linking, and unlinking CIs from a record.

Service request input fields that are marked as hidden are displayed in read-only mode on a submitted service request form in Remedyforce Console.

If you do not want hidden fields to be displayed on the service request details page in Remedyforce Console, make sure that you create this custom setting and set its value to true.

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.

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. Navigate to the required path:

   • For Salesforce Classic, go to 

     Setup > Build > Develop > Custom Settings.

   • For Salesforce Lightning, go to Setup > Platform Tools > Custom Code > Custom Settings.
2. Click Manage for Remedyforce Settings.
3. If the setting SS_ShowListViewForCategory does not exist, click New to create it.
4. Set the value as True.
5. Click Save. 

The width for self help articles is increased to 70% and set as the default value. Administrators can use this custom setting to set the width as required.

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.

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.

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.

This setting is used to control the number of records displayed in the lookup fields of SF1 and Self Service.

• If this setting is not configured, 50 records are displayed in SF1 and Self Service.
• If this setting is configured, records are shown as per the set value.
• The value mentioned in this setting must be less than the value set in SF1SSMaxRecordsToShow.
• If the value of this setting is greater than SF1SSMaxRecordsToShow, 50 records are shown.
• If SF1SSMinRecordsToShow is not present in your organization or its value is not set, and SF1SSMaxRecordsToShow is present, 50 records are shown by default.
• Exceptions in Self Service 3.0:
  • The value for this setting can be customized in the range of 20 to 200.
  • If the value of this setting is less than 20, 20 records are shown.
  • If the value of this setting is greater than 200, 50 records are shown.

This setting is used to control the number of records displayed in the lookup fields of SF1 and Self Service.

• If this setting is not configured, maximum 200 records are shown.

• If this setting is configured, records are shown as per the set value.

• If the value of this setting is greater than 200, 50 records are shown.
  

• If SF1SSMinRecordsToShow is not present in your organization or its value is not set, and SF1SSMaxRecordsToShow is present, 50 records are shown by default.

General (Internal Use)

Auflösung;Achieved;Done;

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.

When administrators enable tracking of Self Service search history, the search text and its search result counts get stored as a record in the Self Service Search History object.

The records created for the text searched within a default interval of two minutes are all grouped as one search group.

This setting helps administrators modify the default grouping time interval. Creating the setting SSGroupingDurationInMinutes under RemedyforceSettings__c and set the required value.

Remedyforce Administration

When you configure a component on the Experience Cloud Sites builder or Lightning App builder, a default of 5000 categories are available for configuration in these components.

However, the administrator can increase the default category limit by creating the LWCDesignAttributeQueryLimit custom setting and setting the required value. 

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.

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.

1. Navigate to the required path:
   • For Salesforce Classic, go to 

     Setup > Build > Develop > Custom Settings.

   • For Salesforce Lightning, go to Setup > Platform Tools > Custom Code > 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.