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Note This documentation supports the 20.16.01 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

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 - BETA 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.

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 higher or equal to the BMC Remedyforce version on the production organization.
  • 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.

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:

  1. Go to the Remedyforce Administration tab.
  2. Click SmartSync.
  3. Enter the credentials of the Remedyforce administrator of the production organization from where the data and configuration settings need to be imported.
  4. 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 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

Limitations

The following limitations are known in the BETA version of SmartSync:

  • Sometimes the sync operation may 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.

 

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