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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.

General 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.

 General Settings parameters
Configuration settingsDescription
Default Currency

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 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.

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:

  • 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.

Apply service targets when the qualification criteria are met even while closing an incidentSelect 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.
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.

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 TasksSelect 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.

Closing Records with Linked Open Tasks

 Closing records parameters
Configuration settingsDescription
Closing Records with Linked Open TasksSelect 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.

Template Settings 

You can use Template Settings to enable staff members to apply templates to records, and replace form field values with template field values.

 Template Settings parameters
Configuration settingsDescription
Allow applying of templates on an existing recordSelect 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.

 Salesforce Platform Encryption parameters
Configuration settingsDescription
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 the Service Target Milestones section to configure preference for organization-wide email address, processing related to milestone processor clock and processor history. 

 Service Target Milestones parameters
Configuration settingsDescription
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 EverySet 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.

 Notes
  • If you are creating incidents, service requests, change requests, or problems by using an external utility such as Data Loader, ensure that the batch size of the utility is 10 or fewer, because the milestone processor cannot create notifications for more than 10 imported incidents, service requests, change requests, or problems in an Apex invocation. The milestone processor uses methods with future annotations, and the Salesforce governor limits allow only 10 such methods per Apex invocation.
  • The milestone processor periodically deletes all orphan request details and attachments. Orphan records are created when users add attachments to an incident but do not submit the record.
  • Although milestone processor jobs run successfully, their status does not change to Completed. Instead, the status displayed for all successful milestone processor jobs on the Apex Jobs page (Setup > Monitoring > Apex Jobs) is Aborted. Salesforce supports a minimum scheduling interval of an hour. However, the BMC Remedyforce scheduler supports an interval of less than an hour. To enable a shorter scheduling interval and not exceed the Salesforce governor limits for Pending jobs, BMC Remedyforce always aborts the current job after it is completed. The next job is started after the scheduled time interval.

    To filter aborted jobs for the MilestoneEngineScheduler Apex Class on the Apex Jobs page, you can create a view with the following filter criteria:
    Status != Aborted AND Apex Class
    != MilestoneEngineScheduler

Delete Processor History EverySet the time (in days) after which you want to delete processor history records.

Service Target Settings

You can use the Service Target Settings section to configure scheduling for running the job to calculate the service target fields.

 Service Target Settings parameters
Configuration settingsDescription
Calculate Service Target Report Fields Every

Enter values in days and hours to specify the interval to calculate the service target reporting fields. The minimum default time interval is one hour.

Click Start to begin the field calculation process. Note that during field calculation, the current time is saved in the Job Run Time field.

The following fields are used to the service target values:

  • Relative Elapsed Time in Minutes
  • Relative Elapsed Time in Day(s) HH:MM
  • Relative Time Remaining in Minutes
  • Relative Time Remaining  in Day(s) HH:MM
  • Relative Paused Duration in Minutes
  • Relative Paused Duration in Day(s) HH:MM
  • Job Run Time

When a job is run at a scheduled time, Relative Elapsed Time in Minutes, Relative Time Remaining in Minutes, and Relative Paused Duration in Minutes fields get calculated according to the current time that is saved in the Job Run Time field. Relative Elapsed Time in Day(s) HH:MM, Relative Time Remaining in Day(s) HH:MM, and Relative Paused Duration in Day(s) HH:MM fields will display the same information in the date and time format. The calculations are performed based on business hours set from SLA configuration. 

For more information about accessing the reports, see Accessing predefined reports and and Viewing the SLA dashboard for incidents.

Note:

If any SLA related apex job fails and you see the error "Too many SOQL queries: 201", then create the setting Performance_Milestone and set its value to TRUE. For more information about creating and managing the setting, see Managing custom settings.

Remedyforce Utility Service 

You can use Remedyforce Utility Service setting to, either start or stop, running a scan job.

 Remedyforce Utility Service configuration parameters
Configuration settingsDescription
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:

  1. If you do not restart the Remedyforce Utility Service, the scan job scheduled to run at midnight GMT also stops running.
  2. When an administrator clicks the Start button from Remedyforce Administration > Application Settings > General Application Settings > Service Target Settings and that admin user is deactivated thereafter, then any scheduled apex jobs associated with that admin user will throw exceptions. This will continue until a new administrator stops the setting and restarts it.

Related topics

Configuring the Remedyforce Console

Configuring the Incident Console and Task Console tabs

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