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.

Note

The SmartSync feature is available in all types of sandboxes. However, BMC recommends that you do not use this feature in the fullcopy sandboxes as these types of sandboxes have a copy of data from production.

Use the SmartSync feature only for the initial data setup of the new sandboxes which do not have existing records. Note that, the feature should not be used to update already existing records of the sandboxes.

This section contains the following topics:

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:

Go to the Remedyforce Administration tab.
Click SmartSync.
Enter the credentials of the Remedyforce administrator of the production organization from where the data and configuration settings need to be imported.
Click Import to start the sync process.
After the import process is completed, the status of data import is displayed on the screen.

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	General	Enable 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
		Incidents	All settings
		Service Requests	All settings
		Tasks	All settings
		Problems	All settings
		Change Requests	All settings
		Releases	All settings
		Broadcasts	All settings
		Change Schedule	All settings
	Form Assignment	None	All settings
	General Application Settings	None	All settings except the following: Service Target Milestones Remedyforce Utility Service
	Global Search	None	All 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 settings	Objects	Data imported
Status (Remedyforce Administration > Configure Application)	Status	All records
Urgency (Remedyforce Administration > Configure Application)	Urgency	All records
Impact (Remedyforce Administration > Configure Application)	Impact	All records
Category and Category Type (Remedyforce Administration > Configure Application)	Category Category type	All records
Templates (Remedyforce Administration > Configure Application)	Template	All records
	Template Field Info	Supported records
	Template Linking	All records
	Templates Access	All records
Request Definition (Remedyforce Administration > Configure Application)	Request Definition	All records
	Entitlements	All records
	Fulfillment Inputs	All records
	Fulfillment Mappings	Relevant records
	Process Template	All records
	Process Control	Relevant records
Business Services and Service Offerings	Base Element	Relevant records (Referred in a Template or a Request Definition)
Accounts	Account	Relevant records (With basic information referred in a Template or a Request Definition)

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.
If you are using Microsoft Internet Explorer (IE), SmartSync is supported on 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.
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.
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.