Note

 

This documentation supports the 20.18.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Object and field details for encryption

This section provides details about the objects and their respective fields that you can encrypt.


Files and attachments

In all of our testing we have found no issues between Remedyforce and the encryption at rest of files and attachments at this time.  This includes:

  • Files attached to records (regardless if it via Staff, Clients and Self Service, or incoming Email).
  • Files attached to outgoing/incoming email conversations.
  • Files attached as part of record create based on incoming email conversation.

Account (Salesforce Standard Object)

Currently Salesforce Platform Encryption supports limited encryption of the Account object fields.  However, there are a number of custom fields on the Account object that are added through Remedyforce.

You can encrypt the following Account fields.

Field Label

API Name

Data Type

Notes

Account Name Account Name Text  

Phone

Phone

Phone

Fax

Fax

Fax

Website

Website

URL(255)

Description

Description

Long Text Area(32000)

Cost Center

BMCServiceDesk__costCenter__c

Text(100)

SLA Expiration Date

BMCServiceDesk__SLAExpirationDate__c

Date

SLA Serial Number

BMCServiceDesk__SLASerialNumber__c

Text(10)

Base Element (CMDB)

The Base Element object holds the details of all CIs and Assets. 

You can encrypt the following Base Element fields.

Field Label

API Name

Data Type

Notes

Access Mask

BMCServiceDesk__ Access_Mask__c

Text(255)

AccountID

BMCServiceDesk__ AccountID__c

Text(254)

Address

BMCServiceDesk__ Address__c

Text(255)

Address Additional Information

BMCServiceDesk__ AddressAdditionalInfo__c

Text(255)

Alias Addresses

BMCServiceDesk__AliasAddresses__c

Long Text Area(32000)

Allocation Units

BMCServiceDesk__Allocation_Units__c

Text(255)

Altitude

BMCServiceDesk__Altitude__c

Text(16)

Asset #

BMCServiceDesk__ CITag__c

Text(254)

AttributeDataSourceList

BMCServiceDesk__ AttributeDataSourceList__c

Long Text Area(32000)

Author

BMCServiceDesk__ Author__c

Text(255)

BIOS Characteristics

BMCServiceDesk__ Bios_Characteristics__c

Text(255)

Build Number

BMCServiceDesk__ BuildNumber__c

Text(255)

Build Type

BMCServiceDesk__ BuildType__c

Text(255)

Business Category

BMCServiceDesk__ BusinessCategory__c

Text(128)

Capabilities

BMCServiceDesk__ Capabilities__c

Long Text Area(32000)

Capability List

BMCServiceDesk__ CapabilityList__c

Long Text Area(32000)

Category

BMCServiceDesk__ Category__c

Text(60)

Category Name

BMCServiceDesk__ Category_Name__c

Text(30)

CFRM Name

BMCServiceDesk__ CFRM_Name__c

Text(255)

CFRM Site Name

BMCServiceDesk__ CFRM_Site_Name__c

Text(255)

Client Site Name

BMCServiceDesk__ ClientSiteName__c

Text(30)

CMDBRowLevelSecurity

BMCServiceDesk__ CMDBRowLevelSecurity__c

Text(255)

CMDBWriteSecurity

BMCServiceDesk__CMDBWriteSecurity__c

Text(255)

Common Name

BMCServiceDesk__CommonName__c

Text(255)

Compression Method

BMCServiceDesk__CompressionMethod__c

Text(60)

Configuration Basic Number

BMCServiceDesk__ConfigurationBasicNumber__c

Text(255)

Configuration Options

BMCServiceDesk__ConfigurationOptions__c

Text(255)

Connection Type

BMCServiceDesk__Connection_Type__c

Text(30)

Contract ID

BMCServiceDesk__ContractID__c

Text(255)

Coordinate Format

BMCServiceDesk__CoordinateFormat__c

Text(255)

Cost Description

BMCServiceDesk__CostDescription__c

Text(255)

Data Rate

BMCServiceDesk__DataRate__c

Text(30)

DatasetId

BMCServiceDesk__DatasetId__c

Text(127)

DC Site Name

BMCServiceDesk__DcSiteName__c

Text(30)

Description

BMCServiceDesk__Description__c

Text Area(255)

DNS Forest Name

BMCServiceDesk__DnsForestName__c

Text(30)

DNS Host Name

BMCServiceDesk__DNSHostName__c

Text(255)

Document Date

BMCServiceDesk__DocumentDate__c

Date/Time

Document Size

BMCServiceDesk__DocumentSize__c

Text(255)

Document Type

BMCServiceDesk__DocumentType__c

Text(255)

Domain

BMCServiceDesk__Domain__c

Text(255)

Domain Controller Address

BMCServiceDesk__DomainControllerAddress__c

Text(30)

Domain Controller Name

BMCServiceDesk__DomainControllerName__c

Text(30)

Domain GUID

BMCServiceDesk__DomainGuid__c

Text(30)

Domain Name

BMCServiceDesk__DomainName__c

Text(30)

Driver Interface Type

BMCServiceDesk__DriverInterfaceType__c

Text(30)

Email

BMCServiceDesk__ Email__c

Text(255)

End Date

BMCServiceDesk__ EndDate__c

Date/Time

Environment Specification

BMCServiceDesk__ EnvironmentSpecification__c

Text(255)

Expansion

BMCServiceDesk__ Expansion__c

Text(255)

Expansion Interface

BMCServiceDesk__ ExpansionInterface__c

Text(255)

Exploration Date

BMCServiceDesk__ Exploration_Date__c

Date/Time

Fax

BMCServiceDesk__ Fax__c

Text(64)

Fax Number

BMCServiceDesk__ FaxNumber__c

Text(64)

File Name

BMCServiceDesk__ FileName__c

Text(255)

File System Type

BMCServiceDesk__ File_System_Type__c

Text(30)

Firmware Version

BMCServiceDesk__ bmcsdf__FirmwareVersion__c

Text(30)

First Name

BMCServiceDesk__ FirstName__c

Text(255)

Frequency

BMCServiceDesk__ Frequency__c

Text(30)

Grid Location

BMCServiceDesk__GridLocation__c

Text(64)

Group Addresses

BMCServiceDesk__GroupAddresses__c

Text(255)

History

BMCServiceDesk__History__c

Long Text Area(32000)

Host Name

BMCServiceDesk__HostName__c

Text(255)

ICCID

BMCServiceDesk__ ICCID__c

Text(30)

IMEI

BMCServiceDesk__ IMEI__c

Text(30)

ImpactComputationalModel

BMCServiceDesk__ ImpactComputationModel__c

Text(255)

Infrastructure Instance Type

BMCServiceDesk__ Infrastructure_Instance_Type__c

Text(255)

Input Current

BMCServiceDesk__ InputCurrent__c

Text(30)

Input Voltage

BMCServiceDesk__ InputVoltage__c

Text(30)

Install Location

BMCServiceDesk__ InstallLocation__c

Long Text Area(32000)

Interconnect

BMCServiceDesk__ Interconnect__c

Text(30)

Interconnect Address

BMCServiceDesk__ InterconnectAddress__c

Text(30)

Interface Type

BMCServiceDesk__ InterfaceType__c

Text(30)

Item

BMCServiceDesk__ Item__c

Text(60)

Keywords

BMCServiceDesk__ Keywords__c

Text(255)

LAN ID

BMCServiceDesk__LANID__c

Text(255)

Last Backup Time

BMCServiceDesk__Last_Backup_Time__c

Date/Time

Last Name

BMCServiceDesk__LastName__c

Text(255)

LastScanDate

BMCServiceDesk__LastScanDate__c

Date/Time

Latitude

BMCServiceDesk__Latitude__c

Text(16)

Layout

BMCServiceDesk__Layout__c

Text(255)

Locale

BMCServiceDesk__Locale__c

Text(255)

Longitude

BMCServiceDesk__Longitude__c

Text(16)

MAC Address

BMCServiceDesk__MACAddress__c

Text(255)

Mail Stop

BMCServiceDesk__MailStop__c

Text(64)

Maximum Consumption

BMCServiceDesk__MaxConsumption__c

Text(30)

Media Supported

BMCServiceDesk__MediaSupported__c

Text(255)

MEID

BMCServiceDesk__MEID__c

Text(30)

Middle Name

BMCServiceDesk__MiddleName__c

Text(255)

Mobile Phone

BMCServiceDesk__MobilePhone__c

Phone

Name Format

BMCServiceDesk__ NameFormat__c

Text(80)

Network Addresses

BMCServiceDesk__ Network_Addresses__c

Text(64)

Network ID

BMCServiceDesk__ NetworkID__c

Text(64)

Network Number

BMCServiceDesk__ Network_Number__c

Text(255)

Node Descriptor

BMCServiceDesk__ Node_Descriptor__c

Text(255)

Notes

BMCServiceDesk__ Notes__c

Long Text Area(32000)

Office Phone

BMCServiceDesk__ OfficePhone__c

Phone

Organization

BMCServiceDesk__ Organization__c

Text(30)

Other Capability Description

BMCServiceDesk__ OtherCapabilityDescription__c

Text(255)

Other Processor Family Description

BMCServiceDesk__ OtherProcessorFamilyDescription__c

Text(255)

Other Resource Type

BMCServiceDesk__ Other_Resource_Type__c

Text(255)

Other Software Server Type

BMCServiceDesk__ OtherSoftwareServerType__c

Text(255)

Other Type Description

BMCServiceDesk__ OtherTypeDescription__c

Text(255)

OwnerContact

BMCServiceDesk__ OwnerContact__c

Text(254)

OwnerName

BMCServiceDesk__ OwnerName__c

Text(254)

Pager Email

BMCServiceDesk__PagerEmail__c

Text(255)

Pager Parameters 1

BMCServiceDesk__PagerParams1__c

Text(255)

Pager Parameters 2

BMCServiceDesk__PagerParams2__c

Text(255)

Pager Phone Number

BMCServiceDesk__PagerPhoneNumber__c

Text(255)

Pager PIN Number

BMCServiceDesk__PagerPINNumber__c

Text(64)

Pager Provider

BMCServiceDesk__PagerProvider__c

Text(255)

Pager Software

BMCServiceDesk__PagerSoftware__c

Text(255)

Pager Sizes Supported

BMCServiceDesk__PaperSizesSupported__c

Long Text Area(32000)

ParentCITag

BMCServiceDesk__ParentCITag__c

Text(254)

Patch Number

BMCServiceDesk__PatchNumber__c

Text(255)

Path

BMCServiceDesk__Path__c

Text(255)

Patch Name

BMCServiceDesk__Path_Name__c

Text(255)

Permanent Address

BMCServiceDesk__Permanent_Address__c

Text(64)

Person Additional Details

BMCServiceDesk__PersonAdditionalDetails__c

Text(255)

Person Department

BMCServiceDesk__PersonDepartment__c

Text(255)

Person ID

BMCServiceDesk__PersonId__c

Text(255)

Person Region

BMCServiceDesk__PersonRegion__c

Text(255)

Per Time Period

BMCServiceDesk__Per_Time_Period__c

Text(10)

Phone Number

BMCServiceDesk__ PhoneNumber__c

Phone

Physical Description

BMCServiceDesk__ Physical_Description__c

Text(255)

Physical Position

BMCServiceDesk__ PhysicalPosition__c

Text(30)

PNP Device ID

BMCServiceDesk__ PNPDeviceID__c

Text(255)

Pool ID

BMCServiceDesk__ Pool_ID__c

Text(255)

Port Name

BMCServiceDesk__ PortName__c

Text(15)

Postal Code

BMCServiceDesk__ PostalCode__c

Text(32)

Primary BIOS

BMCServiceDesk__ Primary_BIOS__c

Text(30)

Primary OS

BMCServiceDesk__ Primary_OS__c

Text(30)

Printer Capabilities

BMCServiceDesk__ PrinterCapabilities__c

Long Text Area(32000)

Printer Language List

BMCServiceDesk__ PrinterLanguageList__c

Long Text Area(32000)

Properties

BMCServiceDesk__ Properties__c

Text(255)

Reconciled Date

BMCServiceDesk__ Reconciled_Date__c

Date/Time

ReconciliationIdentity

BMCServiceDesk__ ReconciliationIdentity__c

Text(38)

RequestId

BMCServiceDesk__ RequestId__c

Text(15)

Resolution Date

BMCServiceDesk__ Resolution_Date__c

Date/Time

Secondary Email

BMCServiceDesk__ SecondaryEmail__c

Text(255)

Serial #

BMCServiceDesk__ SerialNumber__c

Text(254)

Service Pack

BMCServiceDesk__ ServicePack__c

Text(255)

Service Pack in Effect

BMCServiceDesk__ Service_Pack_In_Effect__c

Text(255)

Service Review Date

BMCServiceDesk__ Service_Review_Date__c

Date/Time

Severity Rating

BMCServiceDesk__ Severity_Rating__c

Text(50)

Short Description

BMCServiceDesk__ ShortDescription__c

Text(254)

Site

BMCServiceDesk__ Site__c

Text(255)

Source Location

BMCServiceDesk__ SourceLocation__c

Text(255)

SPOC

BMCServiceDesk__ SPOC__c

Text(30)

Start Date

BMCServiceDesk__ StartDate__c

Date/Time

State or Province

BMCServiceDesk__ StateOrProvince__c

Text(64)

Storage

BMCServiceDesk__ Storage__c

Text(255)

Subnet Mask

BMCServiceDesk__ SubnetMask__c

Text(30)

Subnet Number

BMCServiceDesk__ Subnet_Number__c

Text(39)

Suite Mask

BMCServiceDesk__ SuiteMask__c

Text(255)

System Class ID

BMCServiceDesk__ SystemClassId__c

Text(38)

System Directory

BMCServiceDesk__ SystemDirectory__c

Text(255)

System Name

BMCServiceDesk__ SystemName__c

Text(255)

System OID

BMCServiceDesk__ SystemOID__c

Text(255)

Title

BMCServiceDesk__ Title__c

Text(255)

TokenFormat

BMCServiceDesk__ TokenFormat__c

Text(254)

Token Id

BMCServiceDesk__ TokenId__c

Text(254)

Type

BMCServiceDesk__ Type__c

Text(60)

Types

BMCServiceDesk__ Types__c

Long Text Area(32000)

UOM

BMCServiceDesk__ UOM__c

Text(10)

UPS Port

BMCServiceDesk__ UPS_Port__c

Text(15)

URI

BMCServiceDesk__ URI__c

Text(255)

Version Number

BMCServiceDesk__ Version_Number__c

Text(254)

WebPage

BMCServiceDesk__ WebPage__c

Long Text Area(32000)

Workgroup

BMCServiceDesk__ Workgroup__c

Text(255)

Base Element Exceptions

The following fields currently do not support encryption.

  • Assembly ID (BMCServiceDesk__AssemblyId__c):  Currently this field fails on encryption with the error:  Base Element.Assembly ID:  Encryption can’t be enabled for fields referenced in the custom formula fields: Base Element.Source Assembly ID.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 

Apex Class: CMDBAutoRelationShipCreator, line 39, column 18: encrypted field ‘AssemblyId__c’ cannot be filtered in a query call.

  • Asset Birthdate (BMCServiceDesk__ Asset_Birth_date__c):  Currently the field fails on encryption with the error:  Base Element.Asset Birthdate: Encryption can’t be enabled for fields referenced in the custom formula fields: Base Element.Asset Age.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
  • Manufacturer Name (BMCServiceDesk__ManufacturerName__c): Currently the field fails on encryption with the error:  Base Element.Manufacturer Name: Apex Class: AdminModelController, line 63, column 61: encrypted field ‘ManufacturerName__c’ cannot be filtered in a query call.

Broadcast

The Broadcast stores data for broadcasts. You can encrypt the following fields.

Field Label

API Name

Data Type

Notes
Closed Date BMCServiceDesk__closeDateTime__c Date/Time  
To Profile BMCServiceDesk__Profiles__c Long Text Area  
Description BMCServiceDesk__broadcastDescription__c Long Text Area  
Message BMCServiceDesk__broadcastMessage__c Long Text Area  
Resolution BMCServiceDesk__broadcastResolution__c Long Text Area  

Change Assessment

The Change Assessment object stores data for change assessments. You can encrypt the following Change Assessment fields.

Field Label

API Name

Data Type

Notes

Assessment Completion Date

BMCServiceDesk__Assessment_Completion_Date__c

Date/Time

Benefits of Change

BMCServiceDesk__Benefits_of_Change__c

Text Area

Comments

BMCServiceDesk__Comments__c Long Text Area

Chat Detail

The Chat Detail object store the message details for every chat instance across Remedyforce. You can encrypt the following Chat Detail fields.

Field Label

API Name

Data Type

Notes

Message

BMCServiceDesk__Message__c

Text Area

Client User Imports

The Client User Imports stores data for importing clients. You can encrypt the following Client User Imports fields.

Field Label

API Name

Data Type

Notes

Account BMCServiceDesk__Account__c Text

City BMCServiceDesk__City__c Text

CompanyName BMCServiceDesk__CompanyName__c Text

Country BMCServiceDesk__Country__c Text  
Department BMCServiceDesk__Department__c Text  
Division BMCServiceDesk__Division__c Text  
Email ID BMCServiceDesk__EmailID__c Email  
EmployeeNumber BMCServiceDesk__EmployeeNumber__c Text  
Extension BMCServiceDesk__Extension__c Phone  
Fax  BMCServiceDesk__Fax__c Phone  
Federation ID BMCServiceDesk__Federation_ID__c Text  
First Name BMCServiceDesk__First_Name__c Text  
Last Name BMCServiceDesk__Last_Name__c Text  
MobilePhone BMCServiceDesk__MobilePhone__c Phone  
Phone BMCServiceDesk__Phone__c Phone  
PostalCode BMCServiceDesk__PostalCode__c Text  
Profile BMCServiceDesk__Profile__c Text  
State BMCServiceDesk__State__c Text  
Street BMCServiceDesk__Street__c Text Area  
Title BMCServiceDesk__Title__c Text  
pager BMCServiceDesk__pager__c Text  
Client User Name BMCServiceDesk__Client_User_Name__c Text  

Cloud Instance

The Cloud Instance object stores the details that indicate whether a CI is hosted on cloud and the name of the service provider. You can encrypt the following C;oud Instance fields.

Field Label

API Name

Data Type

Notes

Consumed Service Status

bmcsdf__ConsumedServiceStatus__c

Picklist

Consumed Service bmcsdf__ConsumedService__c Text Area (255)
Provider Name bmcsdf__ProviderName__c Text Area (255)
Is Cloud bmcsdf__IsCloud__c Boolean

Contact (Salesforce)

Currently Salesforce Platform Encryption supports limited encryption of the Contact object fields. However, there are a number of custom fields that are added to the Contact object through Remedyforce.

You can encrypt the following Contact fields.

Field Label

API Name

Data Type

Notes

Name

Name

Text

Mailing Address

MailingAddress

Address

Phone

Phone

Phone

Fax

Fax

Fax

Mobile

MobilePhone

Phone

Home Phone

HomePhone

Phone

Other Phone

OtherPhone

Phone

Email

Email

Email

Description

Description

Long Text Area(32000)

Languages BMCServiceDesk__Languages__c Text  

If you encrypt both Name and Email fields of the Contact object, then the typeahead for To, Cc, and Bcc fields on Activity Feed does not display results for contacts. If either Name or Email field of the Contact object is encrypted, then the typeahead for To, Cc, and Bcc fields on Activity Feed shows the matching results from contacts based on the non-encrypteded field.

Change History

The Change History object is where details of a Change Request are maintained such as when staff send an outgoing email via email conversation or they add a note. 

You can encrypt the following Change History fields:

Field Label

API Name

Data Type

Notes

Description

BMCServiceDesk__Description__c

Text Area(255)

Email Addresses

BMCServiceDesk__EmailConversationData__c

Long Text Area(32768)

Note

BMCServiceDesk__Note__c

Long Text Area(131072)

Change History Exceptions

The following fields currently do not support encryption. 

  • RichTextNote (BMCServiceDesk__RichTextNote__c):  Shield Platform Encryption does not support Rich Text Area data types.  However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to.  We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.

Change Request

The Change Request object holds the details of Changes that can be associated with Incidents, Requests, and Releases. 

You can encrypt the following Change Request fields.

Field Label

API Name

Data Type

Notes

Actual Start Date

BMCServiceDesk__Actual_Start_Date__c

Date/Time

Additional email information

BMCServiceDesk__Additional_email_information__c

Long Text Area(32000)

Back-out Plan

BMCServiceDesk__Back_Out_Plan__c

Text Area(255)

Back-out Plan Details

BMCServiceDesk__Back_out_Plan_Details__c

Long Text Area(32000)

<BLANK> BMCServiceDesk__BLANK__c Text While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field
Collision Detection State BMCServiceDesk__CollisionDetectionState__c Text While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Close Comments

BMCServiceDesk__Close_Comments__c

Text Area(255)

Description

BMCServiceDesk__Change_Description__c

Long Text Area(32000)

LockedRecordTimestamp

BMCServiceDesk__LockedRecordTimestamp__c

Text(255)

While this field can be encrypted, we do not recommend encrypting this field since it will cause problems with record locking.

Opened Date

BMCServiceDesk__Open_Date_Time__c

Date/Time

Reason Details

BMCServiceDesk__Reason_for_Change_Details__c

Long Text Area(32000)

Reasons

BMCServiceDesk__Reason_for_Change__c

Text Area(255)

Recurrence

BMCServiceDesk__Recurrence__c

Text(255)

Recurring Parent Record ID

BMCServiceDesk__RecurringParentRecordId__c

Text(20)

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Responded Date

BMCServiceDesk__Responded_Date__c

Date/Time

Review Comments

BMCServiceDesk__Review_Comments__c

Text Area(255)

Review Date

BMCServiceDesk__Review_Date__c

Date/Time

Review Details

BMCServiceDesk__Review_Comments_Details__c

Long Text Area(32000)

Rollout Plan

BMCServiceDesk__Roll_Out_Plan__c

Text Area(255)

Rollout Plan Details

BMCServiceDesk__Review_Comments_Details__c

Long Text Area(32000)

Short Description

BMCServiceDesk__shortDescription__c

Text Area(255)

Template Name

BMCServiceDesk__TemplateName__c

Text(80)

Change Request Exceptions

The following fields currently do not support encryption. 

  • <BLANK> (BMCServiceDesk__BLANK__c):  This field is considered metadata.  It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
  • Actual End Date (BMCServiceDesk__Actual_End_Date__c):  Currently this field fails on encryption with the error: Change Request.Actual End Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
  • Close Date (BMCServiceDesk__Closed_Date_Time__c): Currently this field fails on encryption with the error:  Change Request.Closed Date:  Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
  • Collision Detection State (BMCServiceDesk__CollisionDetectionState__c): Currently this field fails on encryption with the error:  Change Request.Collision Detection State:  Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Collision.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
  • Scheduled End (BMCServiceDesk__Scheduled_End_Date__c): Currently this field fails on encryption with the error:  Change Request.Scheduled End:  Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.

Apex Class: ChangeCollisionsController, line 171, column 44: encrypted field ‘Scheduled_End_Date__c’ cannot be filtered in a query call.

  • Scheduled Start (BMCServiceDesk__Scheduled_Start_Date__c):  Currently this field fails on encryption with the error:  Apex Class: ChangeCollisionsController, line 171, column 44: encrypted field ‘Scheduled_Start_Date__c’ cannot be filtered in a query call.

History Objects

History objects are where your staff (and clients) add things such as Notes and email conversation for a given module.  Incident/Service Requests have client notes and staff notes captured in the Incident History object.  Tasks have staff notes captured in the Task History object, and so on.

For the purpose of this document we are specifically addressing only the following History objects:

  • Release History
  • Broadcast History
  • Configuration Item History
  • Change Request History

Release History

The following fields can be encrypted.

Field Label

API Name

Data Type

Note

Description

BMCServiceDesk__Description__c

   
Note BMCServiceDesk__Note__c    

Broadcast History

The following fields can be encrypted.

Field Label

API Name

Data Type

Notes

Duration

BMCServiceDesk__duration__c Text  
Description BMCServiceDesk__description__c Long Text Area  
Note BMCServiceDesk__note__c Long Text Area  

Configuration Item History

The following fields can be encrypted.

Field Label

API Name

Data Type

Notes

Description

BMCServiceDesk__Description__c

Text  
Note BMCServiceDesk__Note__c LongTextArea  

Change Request History

The following fields can be encrypted.

Field Label

API Name

Data Type

Notes

Description

BMCServiceDesk__Description__c

Text  
Email Addresses BMCServiceDesk__EmailConversationData__c Long Text Area  
Note BMCServiceDesk__Note__c Long Text Area  
Attachments BMCServiceDesk__Attachments__c Text  

Incident

The Incident object holds data as it relates to both Incidents and Service Requests. However, Client/Staff provided answers to Service Request questions are not maintained in the Incident object (unless you have configured your system to copy data over). The details provided by Client/Staff as a result of Service Request questions are held in the Request Detail Inputs object which we will cover later.

You can encrypt the following Incident fields.

Field Label API Name Data Type Notes
Additional email information BMCServiceDesk__Additional_email_information__c LongTextArea  
Client Name BMCServiceDesk__Client_Name__c Text  
Client Phone BMCServiceDesk__Client_Phone__c Phone  
Compliments and Complaints BMCServiceDesk__Compliments_and_Complaints__c LongTextArea  
Email Service Address BMCServiceDesk__EmailServiceAddress__c LongTextArea  
Feedback Last Submitted BMCServiceDesk__Feedback_Last_Submitted__c DateTime  
Feedback BMCServiceDesk__Feedback__c Text  
Service Request Title BMCServiceDesk__Service_Request_Title__c Text  
Template Name BMCServiceDesk__TemplateName__c Text  
Completed Date BMCServiceDesk__completedDate__c DateTime  
Follow Up Date BMCServiceDesk__followUpDateTime__c DateTime  
Description BMCServiceDesk__incidentDescription__c LongTextArea  
Resolution BMCServiceDesk__incidentResolution__c LongTextArea  
Note BMCServiceDesk__note__c LongTextArea  
Outage Start BMCServiceDesk__outageFrom__c DateTime  
Outage End BMCServiceDesk__outageTo__c DateTime  
Recommended Fix Date & Time BMCServiceDesk__recommendedFixDateTime__c DateTime  
Responded Date BMCServiceDesk__respondedDateTime__c DateTime  
Response Date & Time BMCServiceDesk__responseDateTime__c DateTime  
Short Description BMCServiceDesk__shortDescription__c TextArea  
<BLANK> BMCServiceDesk__BLANK__c Text While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
LockedRecordTimestamp BMCServiceDesk__LockedRecordTimestamp__c Text While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Recurrence BMCServiceDesk__Recurrence__c Text(255) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Recurring Parent Record ID BMCServiceDesk__RecurringParentRecordId__c Text(20) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Request Detail Clone ID BMCServiceDesk__RequestDetailCloneId__c Text(20) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Task Closed Controller BMCServiceDesk__Task_Closed_Controller__c Text

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

WorkflowController BMCServiceDesk__WorkflowController__c Text(20) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Incident Exceptions

The following fields currently do not support encryption.

  • Closed Date (BMCServiceDesk__closeDateTime__c): Currently this field fails on encryption with the error: Incident.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Incident.Compliant, Incident.Due Date Progress.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Due Date (BMCServiceDesk__dueDateTime__c):  Currently this field fails on encryption with the error:  Incident.Due Date: Encryption can’t be enabled for fields referenced in custom formula fields:  Incident.Compliant, Incident.Due Date Progress, Incident.Time Remaining Percentage.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Opened Date (BMCServiceDesk__openDateTime__c):  Currently this field fails on encryption with the error: Incident.Opened Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Incident.Due Date Progress, Incident.Time Remaining Percentage.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Status Change Date (BMCServiceDesk__StatusChangeDate__c):  Currently this field fails on encryption with the error:  Incident.Status Change Date: Encryption can’t be enabled for fields references in the custom formula fields: Incident.Time Spent in Current Status (minutes).  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 

Incident History

The Incident History object is where details of an Incident/Service Request are maintained such as when staff send an outgoing email via email conversation or they add a note.  Additionally if Client’s send an email that is part of email conversation or add a note on their Incident/Service Request via Self Service those are captured in the Incident History object as well.

You can encrypt the following Incident History fields.

Field Label

API Name

Data Type

Notes

Description

BMCServiceDesk__description__c

Long Text Area(32000)

Attachments   Long Text Area  

Email Addresses

BMCServiceDesk__EmailConversationData__c

Long Text Area(32768)

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Note

BMCServiceDesk__note__c

Long Text Area(131072)

Incident History exceptions

The following fields currently do not support encryption. 

  • Duration (BMCServiceDesk__duration__c):  Currently this field fails on encryption with the error:  Incident History.Duration:  Encryption can’t be enabled for fields referenced in the custom formula fields: Incident History.Action Duration.  Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again.
  • RichTextNote (BMCServiceDesk__RichTextNote__c):  Shield Platform Encryption does not support Rich Text Area data types.  However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to.  We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.

Knowledge Article

The Knowledge Article object stores data for knowledge articles. You can encrypt the following fields.

Field Label

API Name

Data Type

Notes

Retired Date BMCServiceDesk__Closed_Date__c Date/Time

Linked Accounts BMCServiceDesk__KA_Account_Links__c Long Text Area

Keywords BMCServiceDesk__Keywords__c Long Text Area  
Published Date BMCServiceDesk__PublishedDate__c Date/Time  
Review Date BMCServiceDesk__Review_Date__c Date/Time  
Title  BMCServiceDesk__Title__c Text  
Video URL BMCServiceDesk__VideoURL__c URL  

Knowledge Feedback

The Knowledge Feedback object stores data for the feedback received for knowledge articles. You can encrypt the following fields.

Field Label

API Name

Data Type

Notes

Comments BMCServiceDesk__Closed_Date__c Long Text Area


Problem

The Problem object holds the details of Problems that can be associated with Incidents.  

You can encrypt the following Problem fields.

Field Label

API Name

Data Type

Notes

Additional email information

BMCServiceDesk__Additional_email_information__c

Long Text Area(32000)

Description

BMCServiceDesk__Problem_Description__c

Long Text Area(32000)

Opened Date

BMCServiceDesk__Open_Date_Time__c

Date/Time

Resolution

BMCServiceDesk__Problem_Resolution__c

Long Text Area(32000)

Short Description

BMCServiceDesk__shortDescription__c

Text Area(255)

Task Closed Controller

BMCServiceDesk__Task_Closed_Controller__c

Text(255)

Workaround

BMCServiceDesk__Work_Around__c

Text Area(255)

Workaround Details

BMCServiceDesk__Workaround_details__c

Long Text Area(32000)

Problem Exceptions

The following fields currently do not support encryption. 

  • <BLANK> (BMCServiceDesk__BLANK__c):  This field is considered metadata.  It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
  • Closed Date (BMCServiceDesk__Closed_Date_Time__c):  Currently this field fails on encryption with the error: Problem.Closed Date:  Encryption can’t be enabled for fields referenced in the custom formula fields: Problem.Compliant.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Due Date (BMCServiceDesk__Due_Date_Time__c):  Currently this field fails on encryption with the error:

Problem.Due Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Poblem.Compliant.  .  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 

Problem History

The Problem History object is where details of a Problem are maintained such as when staff send an outgoing email via email conversation or they add a note. 

You can encrypt the following Problem History fields.

Field Label

API Name

Data Type

Notes

Description

BMCServiceDesk__Description__c

Text Area(255)

Email Addresses

BMCServiceDesk__EmailConversationData__c

Long Text Area(32768)

Note

BMCServiceDesk__note__c

Long Text Area(131072)

Problem History Exceptions

The following fields currently do not support encryption. 

  • Duration (BMCServiceDesk__duration__c):  Currently this field fails on encryption with the error:  Task History.Duration:  Encryption can’t be enabled for fields referenced in the custom formula fields: Task  History.Action Duration.  Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again. 
  • RichTextNote (BMCServiceDesk__RichTextNote__c):  Shield Platform Encryption does not support Rich Text Area data types.  However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to.  We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.

Release

The Release object stores data for Release. You can encrypt the following fields.

Field Label

API Name

Data Type

Notes

Actual Deployment End BMCServiceDesk__ActualDeploymentEndDate__c Date/Time

Actual Deployment Start BMCServiceDesk__ActualDeploymentStartDate__c Date/Time

Actual Implementation End BMCServiceDesk__ActualImplementationEndDate__c Date/Time

Actual Implementation Start BMCServiceDesk__ActualImplementationStartDate__c Date/Time

Closed Date BMCServiceDesk__CloseDateTime__c Date/Time  
Close Comments BMCServiceDesk__Close_Comments__c Text Area  
Comments BMCServiceDesk__Comments__c Long Text Area  
Completion Date BMCServiceDesk__CompletionDate__c Date/Time  
Description BMCServiceDesk__Description__c Long Text Area  
Due Date BMCServiceDesk__DueDate__c Date/Time  
LockedRecordTimestamp BMCServiceDesk__LockedRecordTimestamp__c Text  
Opened Date BMCServiceDesk__OpenDateTime__c Date/Time  
Release Title BMCServiceDesk__Release_Title__c Text  
Task Closed Controller BMCServiceDesk__Task_Closed_Controller__c Text  
Testing Completed BMCServiceDesk__Testing_Completed_Date__c Date/Time  
Short Description  BMCServiceDesk__shortDescription__c BMCServiceDesk__shortDescription__c  

Request Detail Inputs

Field Label

API Name

Data Type

Notes

Input / Prompt

BMCServiceDesk__Input__c

Long Text Area(32768)

NewResponse

BMCServiceDesk__NewResponse__c

Long Text Area(32768)

Response

BMCServiceDesk__Response__c

Long Text Area(32768)

Stored Value

BMCServiceDesk__StoredValue__c

Long Text Area(32768)

Request Detail Inputs exceptions

  • Richtext Response (BMCServiceDesk__Richtext_Response__c):  Encryption of Rich Text fields are not supported by Salesforce at this time.  The field called “Richtext Response” cannot be encrypted.  If you have Request Definitions that use the Response Type called “Text Area (Rich)” you should considering converting to the Response Type to “Text Area” if you think that sensitive data might be provided in the Text Area (Rich) field. 

To find out if any of your Request Definitions refer to the Text Area (Rich) type you can run the following query against your database.  This query will return the names of all Request Definitions that use the Text Area (Rich) Response Type.

SELECT BMCServiceDesk__SRM_FulfillmentInputs__c.BMCServiceDesk__FKRequestDefinition__r.Name FROM BMCServiceDesk__SRM_FulfillmentInputs__c WHERE BMCServiceDesk__SRM_FulfillmentInputs__c.BMCServiceDesk__ResponseType__c = 'Text Area (Rich)'

For Remedyforce Summer 17, we will have a report that runs this query for you. Additionally, if you elect to create a Request Definition input field using Rick Text, you’ll have to acknowledge you understand the risk before you can save the input.

Service Request

Service Request records are actually part of the Incident object, but warrant their own mention here.  While Service Requests are part of the Incident object, the answers or inputs provided by Clients and Staff aren’t held in the Incident object (unless you “map” the data).  So where exactly does that data reside?

The first object that customer’s think of is the Request Definition object; however, we do NOT recommend that you encrypt any fields in this object.  This object holds the framework of what constitutes a request.  In other words, the Request Definition object holds the name of the Request Definition, what services and templates are linked to the Definition, the dates the Service is available, the questions being asked, etc.  It does not hold any responses.

Likewise the Request Detail object stores data about a submitted Service Request such as Date Expected, Date Required, Total Cost or Price of the request.  While this is data about a specific request, it doesn’t hold what we would consider as Personally Identifiable Information (PII).

The object that you DO want to encrypt to protect data provided by Clients and Staff in response to a Service Request is the Request Detail Input object.  This is where all the answers to questions that are part of a given Service Request are stored.

Salesforce Standard Object

Currently Salesforce Platform Encryption does not support the encryption of any standard fields on the User object.  However, as Remedyforce has added custom fields to the User object we felt it important to document those custom fields and the availability of those fields to be encrypted.

You can encrypt the following User fields.

Field Label

API Name

Data Type

Notes

Account Name

BMCServiceDesk__Account_Name__c

Text(255)

BCM Login ID

BMCServiceDesk__FPLoginID__c

Text(100)

Building

BMCServiceDesk__Building__c

Text(25)

Business Hours

BMCServiceDesk__Business_Hours__c

Text(255)

Business Hours ID

BMCServiceDesk__Business_Hours_ID__c

Text(18)

Contact Id

BMCServiceDesk__ContactId__c

Text(50)

Image Name

BMCServiceDesk__ImageName__c

Text(25)

Note

BMCServiceDesk__Note__c

Text Area(255)

Pager

BMCServiceDesk__pager__c

Text(25)

Remarks

BMCServiceDesk__remarks__c

Long Text Area(32000)

Room

BMCServiceDesk__Room__c

Text(25)

SelfService Preferences

BMCServiceDesk__SelfService_Preferences__c

Long Text Area(32000)

User Exceptions

The following fields currently do not support encryption. 

  • AccountID (BMCServiceDesk__Account_ID__c):  Currently this field fails on encryption with the error:  User.Account ID:

Apex Class: ConsoleIncidentDetailController, line 630, column 39: encrypted field ‘Account_ID__c’ cannot be filtered in a query call.

Apex Trigger: AccountTrigger, line 31, column 35: encrypted field ‘Account_ID__c’ cannot be filtered in a query call.

  • Last Available Time (BMCServiceDesk__LastAvailableTime__c):  Currently this field fails on encryption with the error: User.Last Available Time: Apex Class: ChatHelper, line 84, column 21: encrypted field ‘LastAvailableTime__c’ cannot be filtered in a query call.
  • Last Chat End Time (BMCServiceDesk__LastChatEndTime__c):  Currently this field fails on encryption with the error: User.Last Chat End Time:  Apex Class: ChatHelper, line 84, column 21: encrypted field ‘LastChatEndTime__c’ cannot be ordered in a query call.

Survey

The Survey object stores the information regarding surveys. You can encrypt the following fields.

Field Label

API Name

Data Type

Notes
Comments BMCServiceDesk__Comments__c Long Text Area  

Task (Remedyforce)

The Task object holds the details of Tasks that can be associated with modules such as Incident/Service Requests, Problems, Changes, etc.

You can encrypt the following Task fields.

Field Label

API Name

Data Type

Notes

Additional email information

BMCServiceDesk__Additional_email_information__c

Long Text Area(32000)

<BLANK> BMCServiceDesk__BLANK__c Text While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Bus Assessment

BMCServiceDesk__busAssessment__c

Text (40)

Closed Date   Date/Time  

Client Name

BMCServiceDesk__Client_Name__c

Text(255)

Closed Profile

BMCServiceDesk__closedProfile__c

Text (50)

Comments

BMCServiceDesk__comments__c

Long Text Area(32000)

Completed Date

BMCServiceDesk__completedDate__c

Date/Time

Created On

BMCServiceDesk__createdOn__c

Date/Time

Decision

BMCServiceDesk__decision__c

Text(80)

Due Date  BMCServiceDesk__dueDateTime__c Date/Time  

Description

BMCServiceDesk__taskDescription__c

Long Text Area(32000)

Email Originator

BMCServiceDesk__eMailOriginator__c

Long Text Area(510)

End Date

BMCServiceDesk__endDate__c

Date/Time

LockedRecordTimestamp

BMCServiceDesk__LockedRecordTimestamp__c

Text(255)

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Note

BMCServiceDesk__note__c

Long Text Area(32000)

Opened Date BMCServiceDesk__openDateTime__c Date/Time  

Opened Profile

BMCServiceDesk__openedProfile__c

Text(50)

Operational Rule Status Description

BMCServiceDesk__ACOpRuleStatusDescription__c

Text(255)

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.

Phone

BMCServiceDesk__phone__c

Phone

Last Queue BMCServiceDesk__queueName__c Text  

Recommendations

BMCServiceDesk__recommendations__c

Long Text Area(32000)

Recommended Fix Date & Time

BMCServiceDesk__recommendedFixDateTime__c

Date/Time

Recurrence BMCServiceDesk__Recurrence__c Text(255) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Recurring Parent Record ID BMCServiceDesk__RecurringParentRecordId__c Text(20) While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field.
Resolution BMCServiceDesk__taskResolution__c Long Text Area(32000)  
Resource Description BMCServiceDesk__resourceDescription__c Long Text Area(32000)  
Response Date & Time BMCServiceDesk__responseDateTime__c Date/Time  
Scheduled End BMCServiceDesk__Scheduled_End_Date__c

Date/Time

While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field. See the note below.

Scheduled Start BMCServiceDesk__Scheduled_Start_Date__c Date/Time While this field can be encrypted, we do not recommend encrypting this field as it is a metadata field. See the note below.
Short Description BMCServiceDesk__shortDescription__c Text Area (255)  
Start Date BMCServiceDesk__startDate__c Date/Time  
Tech Assessment BMCServiceDesk__techAssessment__c Text(40)  
Template Name BMCServiceDesk__TemplateName__c Text(80)  
Web API Configuration BMCServiceDesk__WebAPIConfiguration__c Area(255)  

Task (Remedyforce) Exceptions

The following fields currently do not support encryption. 

  • <BLANK> (BMCServiceDesk__BLANK__c):  This field is considered metadata.  It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
  • Closed Date (BMCServiceDesk__closeDateTime__c): Currently this field fails on encryption with the error: Task.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Task.Compliant.  Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Due Date (BMCServiceDesk__dueDateTime__c):  Currently this field fails on encryption with the error:  Task.Due Date: Encryption can’t be enabled for fields referenced in custom formula fields:  Task.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again. 
  • Scheduled Start (BMCServiceDesk__Scheduled_Start_Date__c): While the system will allow you to encrypt this field, encryption will have a negative effect on the Remedyforce Change Schedule.   None of the Tasks will show up in the Remedyforce Change Schedule and you’ll most likely see the following error:

Encrypted field ‘Scheduled_Start_Date__c’ cannot be filtered in a query call

Error is in expression ‘{!ChangeTasks}’ in page bmcservicedesk:changeschedule: (BMCServiceDesk)

  • Scheduled End (BMCServiceDesk__Scheduled_End_Date__c): While the system will allow you to encrypt this field, encryption will have a negative effect on the Remedyforce Change Schedule.   None of the Tasks will show up in the Remedyforce Change Schedule and you’ll most likely see the following error:

Encrypted field ‘Scheduled_Endt_Date__c’ cannot be filtered in a query call

Error is in expression ‘{!ChangeTasks}’ in page bmcservicedesk:changeschedule: (BMCServiceDesk)

Task History

The Task History object is where details of a Task are maintained such as when staff send an outgoing email via email conversation or they add a note.  

You can encrypt the following Task History fields.

Field Label

API Name

Data Type

Notes

 Attachments BMCServiceDesk__Attachments__c Text(255)  

Description

BMCServiceDesk__description__c

Long Text Area(32000)

Email (To/From)

BMCServiceDesk__emailToFrom__c

Email

Email Addresses

BMCServiceDesk__EmailConversationData__c

Long Text Area(32768)

Note

BMCServiceDesk__note__c

Long Text Area(131072)

Task History Exceptions

The following fields currently do not support encryption. 

  • Duration (BMCServiceDesk__duration__c):  Currently this field fails on encryption with the error:  Task History.Duration:  Encryption can’t be enabled for fields referenced in the custom formula fields: Task  History.Action Duration.  Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again.
  • RichTextNote (BMCServiceDesk__RichTextNote__c):  Shield Platform Encryption does not support Rich Text Area data types.  However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to.  We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.

Web API Configuration

The Chat Detail object store the message details for every chat instance across Remedyforce. You can encrypt the following Chat Detail fields.

Field Label

API Name

Data Type

Notes

Certificate Name BMCServiceDesk__Certificate_Name__c Text

Password BMCServiceDesk__Service_Pass_phrase__c Text  
Request Body BMCServiceDesk__HTTPBody__c Long Text Area  
Request Headers BMCServiceDesk__HTTPHeaders__c Long Text Area  
Request Target Namespace BMCServiceDesk__Request_Target_Namespace__c Text  
Service URL BMCServiceDesk__Service_URL__c URL  
SOAP Method Name BMCServiceDesk__SOAP_Method_Name__c Text  
User Name BMCServiceDesk__Service_Identity__c Text  

Related topics

Encrypting Remedyforce data by using Salesforce Platform encryption

Enabling encryption and viewing encryption report in Remedyforce

Object and field details for encryption

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