General settings for Remedyforce
You can use the General Application Settings page to configure settings, such as business hours, template usage, and encrypting data. These settings are applicable across your organization. You can navigate to the General Application Settings page through Remedyforce Administration > Application Settings > General Application Settings.
You can use General Settings to configure organization's default currency, business hours and holidays, settings related to due date calculation, keyboard shortcuts, and collision alerts.
Type a three-character currency code that you want to use for the Cost and Price fields in Service Request Management. This field is used only as a label and is not used in calculations or conversions. For examples of currency codes, see Salesforce Help. USD (U.S.dollars) is configured as the default currency.
|Use the Organization's default business hours to calculate the Due Date|
Select this check box to calculate the due date by using the default business hours, time zone associated with the business hours, and holidays that are configured for your organization.
Click to see an example.
Say that you have configured the default business hours as 10:00 A.M. to 6:00 P.M for your organization. for your organization. If you create an incident, task, or problem at 5:00 P.M. on a Monday and assign it a priority of 1, the due date of the incident, task, or problem is calculated as 11:00 A.M on Tuesday, the next working day. Now, if you have configured Tuesday as a holiday, the due date of the incident, task, or problem is calculated as 11:00 A.M. on Wednesday, the next working day. Navigate to Setup > Company Profile > Business Hours to configure the business hours of your organization. For more information, see Salesforce Help.
Navigate to Setup > Company Profile > Holiday to configure holidays for your organization. For more information, see Salesforce Help.
|Use Opened Date instead of Current Date to recalculate Due Date|
Select this check box to recalculate due date of an incident, task, or problem based on the date it was opened.
If the Use Opened Date instead of Current Date to recalculate Due Date check box is selected, the service target end date recalculation is based on the opened date, otherwise it is recalculated based on the current date.
If the When the Priority changes, recalculate the Due Date without user input check box is clear and Use Opened Date instead of Current Date to recalculate Due Date is selected, when the priority changes, the Due Date Calculation window appears showing a due date calculated based on user input.
|When the Priority changes, recalculate the Due Date without user input|
Select this check box to allow recalculation of the due date for incident, tasks, and problem records without displaying the Due Date Calculation window to users.
If you are using BMC Remedyforce Salesforce page layout and if this check box is clear, the Due Date Calculation window is displayed in the object records.
|Alert if a collision is detected while linking a CI or service to change requests|
Select this check box to show a warning if colliding change requests are found. For more information about Collision Detection, see Detecting and resolving collisions in change requests.
|Use paused duration of a canceled service target to calculate the Elapsed Time|
Select this check box to enable the paused duration of a canceled service target to be added to the calculation of the elapsed time of the newly applied service target. This check box is only applicable for incidents, tasks, and problem records. The paused duration of a service target is calculated when the clock is in the paused state. For more information, see How elapsed time of a service target is calculated.
|Enable a different set of keyboard shortcuts in Remedyforce Console|
Select this check box to enable the keyboard shortcuts that use number keys are replaced with an alternate set of keyboard shortcuts in the Remedyforce Console. All the keyboard shortcuts except the ones that use number keys are the same as default keyboard shortcuts.
Note: If you enable alternate keyboard shortcuts, keyboard shortcuts that use number keys for tab navigation in Self Service are disabled. All the other keyboard shortcuts remain the same as the default keyboard shortcuts.
|Upload attachments as Salesforce Files|
Select this check box to upload attachments to Salesforce Files.
Note: Users can attach a maximum of 2 GB file size.
|Start scrolling broadcast messages for all users|
Select this check box to display broadcast messages to all users in the banner of their browsers. The broadcast is not displayed for logged-on users, but broadcasts are displayed for users who log on to BMC Remedyforce after this setting is enabled.
Note: A broadcast message is displayed only if the Scroll Message check box of the broadcast is selected. For more information, see Creating Broadcasts.
|Automatically insert the logged in User ID and the current time into Note fields|
Select this check box to append the logged-on user's ID and the current time to the Notes action record when a user adds the Notes action record as supporting information for a record.
This option allows you to track the user and the time at which the user adds a Notes action record to a record. For more information, see Working with actions. The time at which the note is added to a record may vary based on the time zone configured in your Salesforce.com organization or on your computer.
|In accounts lists, display Remedyforce accounts by default|
If you are using accounts in Remedyforce and other Salesforce organizations, you can mark the accounts that you use in Remedyforce only by selecting the Remedyforce Account check box for new and existing accounts.
If you select the In accounts lists, display Remedyforce accounts by default check box, by default, only Remedyforce accounts are shown in the accounts list and account lookups on the following pages:
Note: In account lookups on all Salesforce page layout forms, such as the Incidents tab, all accounts are shown. Filtering of accounts is supported on the out-of-the-box Accounts fields only. If you enable this setting, the following check boxes are shown selected by default:
Note: To create a Remedyforce account from the Accounts tab in Salesforce, select this check box.
|Apply service targets when the qualification criteria are met even while closing an incident||Select this check box to apply new Service Level Agreements (SLAs) to incidents that are closed. If you select the check box, SLAs are also applied to incidents that are resolved and closed on the first call.|
|Enable staff members to provide feedback on BMC Remedyforce from the Remedyforce Console|
Select this check box to enable staff members to provide feedback for the BMC Remedyforce application from the Remedyforce Console tab. If you select this check box, the staff members and system administrators can provide feedback about the BMC Remedyforce application from the Remedyforce Console tab.
Note: In the Tell us about your experience window, the staff members can provide feedback only for the modules that are enabled for their profile.
|Calculate closure time using the business hours of|
Click the option based on which the total time that is spent to close an incident or a service request is calculated. The total time is calculated from the Opened state of the record till the record is moved to the Closed state. The calculation is based on the configuration of business hours (including time zone) of either Account, Client or Salesforce Organization. To calculate the closure time, the option that you select in this field and the values in the Opened Date and Closed Date fields are used. The closure time is stored as business days in the Time to Close (Business Days) field. For more information, see How to calculate closure time using the business hours.
|Closing Records with Linked Open Tasks||Select the required objects. When you select an object, for example Incident, users cannot close an incident record if the record has linked tasks that are open. This setting is used on the Salesforce page layout only.|
You can use Template Settings to enable staff members to apply templates to records, and replace form field values with template field values.
|Allow applying of templates on an existing record||Select this check box to allow users to apply a template on an existing incident, change request, or task record.|
|Replace form field values with template field values|
If this check box is selected when you apply a template to a record from UI or by workflows, the field values in the records are replaced by the field values in the template.
Note: You can use the Template Name field in workflows to apply a template to a record.
Salesforce Platform Encryption
You can use Salesforce Platform Encryption setting to encrypt and protect your data.
|Support Salesforce Platform Encryption in Remedyforce|
Salesforce Platform Encryption is a Salesforce feature that enables you to encrypt and protect your data at rest. Remedyforce supports Salesforce Platform Encryption. To enable Salesforce Platform Encryption, contact Salesforce and then select this check box. For more information, see Salesforce Shield - Platform Encryption.
After you select the check box, the BMC Remedyforce code performs additional checks that might affect performance.
Service Target Milestones
You can use Service Target Milestones settings to configure preference for organization-wide email address, processing related to milestone processor clock and processor history.
|From email address|
Select the preferred organization-wide email address that is used as the From email address in the notifications that are sent for Service Level Agreement (SLA) milestones. If you do not specify an email address here, then the milestone notifications use the email address of the system administrator. Email addresses that are added as organization-wide email addresses are shown in this list. For more information, see Salesforce Help.
Also ensure that the Allow All Profiles to Use this From Address option is selected for the organization-wide email address that you select.
If you select an unverified email address from the list, email notifications are not delivered. You can refer to the SLA Milestone > Incident or Change > History report for the status of email notifications and for error descriptions.
|Process Milestones Every||Set the time that you want to elapse between every two milestone processor runs.|
|Stop Milestone Processor or Start Milestone Processor|
By default, the milestone processor is running. You can click Stop Milestone Processor to stop it. When you do so, the button label changes to Start Milestone Processor. When the milestone processor is stopped, the milestone processor jobs are not terminated immediately. However, no new jobs are scheduled for the next run.
|Delete Processor History Every||Set the time (in days) after which you want to delete processor history records.|
Remedyforce Utility Service
You can use Remedyforce Utility Service setting to, either start or stop, running a scan job.
|Remedyforce Utility Service|
The Remedyforce Utility Service runs a scan job 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. The first time, you click the Remedyforce Administration tab, the Remedyforce Utility Service starts and the scan job runs. Subsequently, the service runs the scan job daily at 00:00 Greenwich Mean Time (midnight GMT). You can also run the scan job on demand by stopping and restarting the Remedyforce Utility Service. For more information about the usage of this service, see
Remedyforce Configuration Data Integrity report.
The Remedyforce Configuration Data Integrity tool uses this service to run the scan job and generate the Remedyforce Configuration Data Integrity report, which helps you to quickly identify and resolve data inconsistency issues. If impacted records are found, an email is also sent to Remedyforce Administrators. For more information, see Verifying configuration data integrity.
Important: If you do not restart the Remedyforce Utility Service, the scan job scheduled to run at midnight GMT also stops running.