Configuring general application settings

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. If your corporate headquarters is located in the European Union (EU) and you want staff members and clients to see the cost of services, service offerings, or service requests in Euros, type EUR in this field.

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.

For 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.

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 recalculate due date of an incident, task, or problem based on the date it was opened. If the check box is clear, the due date is recalculated based on the current date.

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.

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 options 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 that is appended to the Notes action record might differ from the time displayed on your computer, because BMC Remedyforce appends the time based on the time zone that you have configured in My Personal Information of your Salesforce.com organization. This time zone might be different from the time zone configured on your computer in Start > Control Panel > Date & Time > Time Zone.

Select this check box to display broadcast messages to all users in the banner of their browsers.

The broadcast is displayed for users who log on to BMC Remedyforce after the current time. The broadcast is not displayed for logged-on users.

The broadcast message can take up to five minutes to begin scrolling because the broadcast scrolling mechanism refreshes itself every five minutes. If multiple users are logged on to BMC Remedyforce, each user can view the new broadcast message depending on when their broadcast scrolling mechanism last refreshed. For example, if the broadcast scrolling mechanism for a user refreshed two minutes ago, that staff member can begin to view the broadcast message in the next three minutes.

Note: A broadcast message is displayed only if the Scroll Message check box of the broadcast is selected.

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 show a warning if colliding change requests are found. If a user modifies the scheduled start or end date of a change request, and the CIs or services linked to the change request are used in other change requests (scheduled in the updated time of the change request), a warning is shown. If a user links a CI or service to a change request, and the linked CI or service is also used in other change requests that are scheduled during the same time, a warning is shown.

The warning informs users that the change request collides with one or more other change requests. To view the colliding change requests, users can select the Collision Detection option from the Agent Tools menu.

Select this check box to enable the paused duration of a cancelled 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.

Note: This check box works only if the Use Opened Date instead of Current Date to recalculate Due Date check box is selected during the paused duration of the cancelled SLA. The elapsed time is recalculated based on the paused duration of the cancelled service target and adjusted based on the support hours of the new service target. For more information, see How elapsed time of a service target is calculated.

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.

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.

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.

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 needs two scheduled jobs in Salesforce. Ensure that the number of jobs you schedule is within the Salesforce limit for concurrent active or scheduled jobs. For more information, see the Salesforce Help.
• 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
  

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 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.

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.

Important: If you do not restart the Remedyforce Utility Service, the scan job scheduled to run at midnight GMT also stops running.