General settings for Remedyforce

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.

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.

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 fields, such as elapsed time and time remaining, are calculated on the opened date of the record, otherwise they are calculated 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.

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.

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.

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.

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.

Select this check box to upload attachments to Salesforce Files.

Note: Users can attach a maximum of 2 GB file size.

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.

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.

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:

• Incident form opened from the Incident Console tab
• Broadcast
• Client
• Details tab on the Instance Editor while creating a configuration item or service
• Instance Editor while creating a Business Service
• General Information while creating an agreement
• Entitlement tab while creating a request definition
• Configure Self Service > Branding page while assigning themes to accounts

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:

• Remedyforce Accounts: In the Views menu on the Accounts list page. Users can clear the option to see all accounts.
• Remedyforce Account: On the New Accounts form.

Note: To create a Remedyforce account from the Accounts tab in Salesforce, select this check box.

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.
For example, if Problem module is not enabled for the staff members, they cannot provide feedback for their Problem Management Experience. Also, in the Tell us about your experience window, the staff members cannot provide feedback for the Administration Experience. The Have a Customer Success Manager call me on and the I would be happy to recommend BMC Remedyforce options are available only for the system administrators. System administrators can also provide feedback by clicking the Rate Your Experience option on the Remedyforce Administration tab.

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.

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 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.

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.