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.


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:



Sub Module


Application Settings

(Remedyforce Administration > Application Settings)


GeneralEnable 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
IncidentsAll settings
Service RequestsAll settings
TasksAll settings
ProblemsAll settings
Change RequestsAll settings
ReleasesAll settings
BroadcastsAll settings
Change ScheduleAll settings
Form AssignmentNoneAll settings
General Application SettingsNone

All settings except the following:

  • Service Target Milestones
  • Remedyforce Utility Service
Global SearchNoneAll settings

Configure Email

(Remedyforce Administration > Configure Email)

Email Conversation Settings


All settings

Incident - Email Settings


All settings

Configure CMDB 2.0

(Remedyforce Administration > Configure CMDB 2.0)

Classes (including Rule Based Asset Class Rules)


All settings

General CMDB Settings


All settings

List View Customization


All settings

Track Attribute History


All settings

Configure Self Service

(Remedyforce Administration > Configure Self Service)

General Self Service Settings


All settings



All settings

Service Requests


All settings

Tile Visibility and Order


All settings


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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  1. Paul Donders

    I don't see any SmartSync setiing under my upgraded production org. Maybe I miss something. A screenshot how it should look would be helpfull. Even search did not givce any results.

    Jun 15, 2016 02:22
    1. Surabhee Kulkarni

      Hello Paul,

      Thank you for your comment.

      Please note that the SmartSync feature is available only on sandboxes.

      Thanks and regards,

      Jun 20, 2016 06:48
  2. Gustavo Pedrinho


    Please include in the field "Importing data and configuration settings from the production organization to the sandbox organization" need to inform the username, password and security token for that work.



    Aug 17, 2016 01:36
  3. Anagha Walvekar

     Hello Gustavo,

    Thank you for your comment.

    We will work with the SME to get the information and add it.



    Aug 18, 2016 02:22