Object and field details for encryption
This section provides details about the objects and their respective fields that you can encrypt.
Files and attachments
In all of our testing we have found no issues between Remedyforce and the encryption at rest of files and attachments at this time. This includes:
- Files attached to records (regardless if it via Staff, Clients and Self Service, or incoming Email).
- Files attached to outgoing/incoming email conversations.
- Files attached as part of record create based on incoming email conversation.
Account (Salesforce Standard Object)
Currently Salesforce Platform Encryption supports limited encryption of the Account object fields. However, there are a number of custom fields on the Account object that are added through Remedyforce.
You can encrypt the following Account fields.
Field Label | API Name | Data Type | Notes |
Phone | Phone | Phone | |
Fax | Fax | Fax | |
Website | Website | URL(255) | |
Description | Description | Long Text Area(32000) | |
Cost Center | BMCServiceDesk__costCenter__c | Text(100) | |
SLA Expiration Date | BMCServiceDesk__SLAExpirationDate__c | Date | |
SLA Serial Number | BMCServiceDesk__SLASerialNumber__c | Text(10) |
Account exceptions
The following fields currently cannot be encrypted.
- Account Name (Name): Currently this field fails on encryption with the error: Account.Account Name: Encryption can’t be enabled for fields referenced in the custom formula fields: User.Account. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
While Salesforce Spring 17 has a beta to support encrypted fields in formula fields, Salesforce only supports concatenation (& and +) and the functions: isBlank, isNull, IF, HYPERLINK, and IMAGE.
An additional Apex Trigger error is also observed:
Apex.Trigger: CreateUserfromClientImports, line 194, column 48: encrypted field ‘Name’ cannot be filtered in a query call.
Base Element (CMDB)
The Base Element object holds the details of all CIs and Assets.
You can encrypt the following Base Element fields.
Field Label | API Name | Data Type | Notes |
Access Mask | BMCServiceDesk__ Access_Mask__c | Text(255) | |
AccountID | BMCServiceDesk__ AccountID__c | Text(254) | |
Address | BMCServiceDesk__ Address__c | Text(255) | |
Address Additional Information | BMCServiceDesk__ AddressAdditionalInfo__c | Text(255) | |
Alias Addresses | BMCServiceDesk__AliasAddresses__c | Long Text Area(32000) | |
Allocation Units | BMCServiceDesk__Allocation_Units__c | Text(255) | |
Altitude | BMCServiceDesk__Altitude__c | Text(16) | |
Asset # | BMCServiceDesk__ CITag__c | Text(254) | |
AttributeDataSourceList | BMCServiceDesk__ AttributeDataSourceList__c | Long Text Area(32000) | |
Author | BMCServiceDesk__ Author__c | Text(255) | |
BIOS Characteristics | BMCServiceDesk__ Bios_Characteristics__c | Text(255) | |
Build Number | BMCServiceDesk__ BuildNumber__c | Text(255) | |
Build Type | BMCServiceDesk__ BuildType__c | Text(255) | |
Business Category | BMCServiceDesk__ BusinessCategory__c | Text(128) | |
Capabilities | BMCServiceDesk__ Capabilities__c | Long Text Area(32000) | |
Capability List | BMCServiceDesk__ CapabilityList__c | Long Text Area(32000) | |
Category | BMCServiceDesk__ Category__c | Text(60) | |
Category Name | BMCServiceDesk__ Category_Name__c | Text(30) | |
CFRM Name | BMCServiceDesk__ CFRM_Name__c | Text(255) | |
CFRM Site Name | BMCServiceDesk__ CFRM_Site_Name__c | Text(255) | |
City | BMCServiceDesk__ City__c | Text(64) | |
Client Site Name | BMCServiceDesk__ ClientSiteName__c | Text(30) | |
CMDBRowLevelSecurity | BMCServiceDesk__ CMDBRowLevelSecurity__c | Text(255) | |
CMDBWriteSecurity | BMCServiceDesk__CMDBWriteSecurity__c | Text(255) | |
Common Name | BMCServiceDesk__CommonName__c | Text(255) | |
Compression Method | BMCServiceDesk__CompressionMethod__c | Text(60) | |
Configuration Basic Number | BMCServiceDesk__ConfigurationBasicNumber__c | Text(255) | |
Configuration Options | BMCServiceDesk__ConfigurationOptions__c | Text(255) | |
Connection Type | BMCServiceDesk__Connection_Type__c | Text(30) | |
Contract ID | BMCServiceDesk__ContractID__c | Text(255) | |
Coordinate Format | BMCServiceDesk__CoordinateFormat__c | Text(255) | |
Cost Description | BMCServiceDesk__CostDescription__c | Text(255) | |
Country | BMCServiceDesk__Country__c | Text(64) | |
Data Rate | BMCServiceDesk__DataRate__c | Text(30) | |
DatasetId | BMCServiceDesk__DatasetId__c | Text(127) | |
DC Site Name | BMCServiceDesk__DcSiteName__c | Text(30) | |
Description | BMCServiceDesk__Description__c | Text Area(255) | |
DNS Forest Name | BMCServiceDesk__DnsForestName__c | Text(30) | |
DNS Host Name | BMCServiceDesk__DNSHostName__c | Text(255) | |
Document Date | BMCServiceDesk__DocumentDate__c | Date/Time | |
Document Size | BMCServiceDesk__DocumentSize__c | Text(255) | |
Document Type | BMCServiceDesk__DocumentType__c | Text(255) | |
Domain | BMCServiceDesk__Domain__c | Text(255) | |
Domain Controller Address | BMCServiceDesk__DomainControllerAddress__c | Text(30) | |
Domain Controller Name | BMCServiceDesk__DomainControllerName__c | Text(30) | |
Domain GUID | BMCServiceDesk__DomainGuid__c | Text(30) | |
Domain Name | BMCServiceDesk__DomainName__c | Text(30) | |
Driver Interface Type | BMCServiceDesk__DriverInterfaceType__c | Text(30) | |
BMCServiceDesk__ Email__c | Text(255) | ||
End Date | BMCServiceDesk__ EndDate__c | Date/Time | |
Environment Specification | BMCServiceDesk__ EnvironmentSpecification__c | Text(255) | |
Expansion | BMCServiceDesk__ Expansion__c | Text(255) | |
Expansion Interface | BMCServiceDesk__ ExpansionInterface__c | Text(255) | |
Exploration Date | BMCServiceDesk__ Exploration_Date__c | Date/Time | |
Fax | BMCServiceDesk__ Fax__c | Text(64) | |
Fax Number | BMCServiceDesk__ FaxNumber__c | Text(64) | |
File Name | BMCServiceDesk__ FileName__c | Text(255) | |
File System Type | BMCServiceDesk__ File_System_Type__c | Text(30) | |
Firmware Version | BMCServiceDesk__ bmcsdf__FirmwareVersion__c | Text(30) | |
First Name | BMCServiceDesk__ FirstName__c | Text(255) | |
Frequency | BMCServiceDesk__ Frequency__c | Text(30) | |
Grid Location | BMCServiceDesk__GridLocation__c | Text(64) | |
Group Addresses | BMCServiceDesk__GroupAddresses__c | Text(255) | |
History | BMCServiceDesk__History__c | Long Text Area(32000) | |
Host Name | BMCServiceDesk__HostName__c | Text(255) | |
ICCID | BMCServiceDesk__ ICCID__c | Text(30) | |
IMEI | BMCServiceDesk__ IMEI__c | Text(30) | |
ImpactComputationalModel | BMCServiceDesk__ ImpactComputationModel__c | Text(255) | |
Infrastructure Instance Type | BMCServiceDesk__ Infrastructure_Instance_Type__c | Text(255) | |
Input Current | BMCServiceDesk__ InputCurrent__c | Text(30) | |
Input Voltage | BMCServiceDesk__ InputVoltage__c | Text(30) | |
Install Location | BMCServiceDesk__ InstallLocation__c | Long Text Area(32000) | |
Interconnect | BMCServiceDesk__ Interconnect__c | Text(30) | |
Interconnect Address | BMCServiceDesk__ InterconnectAddress__c | Text(30) | |
Interface Type | BMCServiceDesk__ InterfaceType__c | Text(30) | |
Item | BMCServiceDesk__ Item__c | Text(60) | |
Keywords | BMCServiceDesk__ Keywords__c | Text(255) | |
LAN ID | BMCServiceDesk__LANID__c | Text(255) | |
Last Backup Time | BMCServiceDesk__Last_Backup_Time__c | Date/Time | |
Last Name | BMCServiceDesk__LastName__c | Text(255) | |
LastScanDate | BMCServiceDesk__LastScanDate__c | Date/Time | |
Latitude | BMCServiceDesk__Latitude__c | Text(16) | |
Layout | BMCServiceDesk__Layout__c | Text(255) | |
Locale | BMCServiceDesk__Locale__c | Text(255) | |
Longitude | BMCServiceDesk__Longitude__c | Text(16) | |
MAC Address | BMCServiceDesk__MACAddress__c | Text(255) | |
Mail Stop | BMCServiceDesk__MailStop__c | Text(64) | |
Maximum Consumption | BMCServiceDesk__MaxConsumption__c | Text(30) | |
Media Supported | BMCServiceDesk__MediaSupported__c | Text(255) | |
MEID | BMCServiceDesk__MEID__c | Text(30) | |
Middle Name | BMCServiceDesk__MiddleName__c | Text(255) | |
Mobile Phone | BMCServiceDesk__MobilePhone__c | Phone | |
Name Format | BMCServiceDesk__ NameFormat__c | Text(80) | |
Network Addresses | BMCServiceDesk__ Network_Addresses__c | Text(64) | |
Network ID | BMCServiceDesk__ NetworkID__c | Text(64) | |
Network Number | BMCServiceDesk__ Network_Number__c | Text(255) | |
Node Descriptor | BMCServiceDesk__ Node_Descriptor__c | Text(255) | |
Notes | BMCServiceDesk__ Notes__c | Long Text Area(32000) | |
Office Phone | BMCServiceDesk__ OfficePhone__c | Phone | |
Organization | BMCServiceDesk__ Organization__c | Text(30) | |
Other Capability Description | BMCServiceDesk__ OtherCapabilityDescription__c | Text(255) | |
Other Processor Family Description | BMCServiceDesk__ OtherProcessorFamilyDescription__c | Text(255) | |
Other Resource Type | BMCServiceDesk__ Other_Resource_Type__c | Text(255) | |
Other Software Server Type | BMCServiceDesk__ OtherSoftwareServerType__c | Text(255) | |
Other Type Description | BMCServiceDesk__ OtherTypeDescription__c | Text(255) | |
OwnerContact | BMCServiceDesk__ OwnerContact__c | Text(254) | |
OwnerName | BMCServiceDesk__ OwnerName__c | Text(254) | |
Pager Email | BMCServiceDesk__PagerEmail__c | Text(255) | |
Pager Parameters 1 | BMCServiceDesk__PagerParams1__c | Text(255) | |
Pager Parameters 2 | BMCServiceDesk__PagerParams2__c | Text(255) | |
Pager Phone Number | BMCServiceDesk__PagerPhoneNumber__c | Text(255) | |
Pager PIN Number | BMCServiceDesk__PagerPINNumber__c | Text(64) | |
Pager Provider | BMCServiceDesk__PagerProvider__c | Text(255) | |
Pager Software | BMCServiceDesk__PagerSoftware__c | Text(255) | |
Pager Sizes Supported | BMCServiceDesk__PaperSizesSupported__c | Long Text Area(32000) | |
ParentCITag | BMCServiceDesk__ParentCITag__c | Text(254) | |
Patch Number | BMCServiceDesk__PatchNumber__c | Text(255) | |
Path | BMCServiceDesk__Path__c | Text(255) | |
Patch Name | BMCServiceDesk__Path_Name__c | Text(255) | |
Permanent Address | BMCServiceDesk__Permanent_Address__c | Text(64) | |
Person Additional Details | BMCServiceDesk__PersonAdditionalDetails__c | Text(255) | |
Person Department | BMCServiceDesk__PersonDepartment__c | Text(255) | |
Person ID | BMCServiceDesk__PersonId__c | Text(255) | |
Person Region | BMCServiceDesk__PersonRegion__c | Text(255) | |
Per Time Period | BMCServiceDesk__Per_Time_Period__c | Text(10) | |
Phone Number | BMCServiceDesk__ PhoneNumber__c | Phone | |
Physical Description | BMCServiceDesk__ Physical_Description__c | Text(255) | |
Physical Position | BMCServiceDesk__ PhysicalPosition__c | Text(30) | |
PNP Device ID | BMCServiceDesk__ PNPDeviceID__c | Text(255) | |
Pool ID | BMCServiceDesk__ Pool_ID__c | Text(255) | |
Port Name | BMCServiceDesk__ PortName__c | Text(15) | |
Postal Code | BMCServiceDesk__ PostalCode__c | Text(32) | |
Primary BIOS | BMCServiceDesk__ Primary_BIOS__c | Text(30) | |
Primary OS | BMCServiceDesk__ Primary_OS__c | Text(30) | |
Printer Capabilities | BMCServiceDesk__ PrinterCapabilities__c | Long Text Area(32000) | |
Printer Language List | BMCServiceDesk__ PrinterLanguageList__c | Long Text Area(32000) | |
Properties | BMCServiceDesk__ Properties__c | Text(255) | |
Reconciled Date | BMCServiceDesk__ Reconciled_Date__c | Date/Time | |
ReconciliationIdentity | BMCServiceDesk__ ReconciliationIdentity__c | Text(38) | |
RequestId | BMCServiceDesk__ RequestId__c | Text(15) | |
Resolution Date | BMCServiceDesk__ Resolution_Date__c | Date/Time | |
Secondary Email | BMCServiceDesk__ SecondaryEmail__c | Text(255) | |
Serial # | BMCServiceDesk__ SerialNumber__c | Text(254) | |
Service Pack | BMCServiceDesk__ ServicePack__c | Text(255) | |
Service Pack in Effect | BMCServiceDesk__ Service_Pack_In_Effect__c | Text(255) | |
Service Review Date | BMCServiceDesk__ Service_Review_Date__c | Date/Time | |
Severity Rating | BMCServiceDesk__ Severity_Rating__c | Text(50) | |
Short Description | BMCServiceDesk__ ShortDescription__c | Text(254) | |
Site | BMCServiceDesk__ Site__c | Text(255) | |
Source Location | BMCServiceDesk__ SourceLocation__c | Text(255) | |
SPOC | BMCServiceDesk__ SPOC__c | Text(30) | |
Start Date | BMCServiceDesk__ StartDate__c | Date/Time | |
State or Province | BMCServiceDesk__ StateOrProvince__c | Text(64) | |
Storage | BMCServiceDesk__ Storage__c | Text(255) | |
Subnet Mask | BMCServiceDesk__ SubnetMask__c | Text(30) | |
Subnet Number | BMCServiceDesk__ Subnet_Number__c | Text(39) | |
Suite Mask | BMCServiceDesk__ SuiteMask__c | Text(255) | |
System Class ID | BMCServiceDesk__ SystemClassId__c | Text(38) | |
System Directory | BMCServiceDesk__ SystemDirectory__c | Text(255) | |
System Name | BMCServiceDesk__ SystemName__c | Text(255) | |
System OID | BMCServiceDesk__ SystemOID__c | Text(255) | |
Title | BMCServiceDesk__ Title__c | Text(255) | |
TokenFormat | BMCServiceDesk__ TokenFormat__c | Text(254) | |
Token Id | BMCServiceDesk__ TokenId__c | Text(254) | |
Type | BMCServiceDesk__ Type__c | Text(60) | |
Types | BMCServiceDesk__ Types__c | Long Text Area(32000) | |
UOM | BMCServiceDesk__ UOM__c | Text(10) | |
UPS Port | BMCServiceDesk__ UPS_Port__c | Text(15) | |
URI | BMCServiceDesk__ URI__c | Text(255) | |
Version Number | BMCServiceDesk__ Version_Number__c | Text(254) | |
Warrenty Exp Date | BMCServiceDesk__ WarrantyExpirationDate__c | Date/Time | |
WebPage | BMCServiceDesk__ WebPage__c | Long Text Area(32000) | |
Workgroup | BMCServiceDesk__ Workgroup__c | Text(255) |
Base Element Exceptions
The following fields currently do not support encryption.
- Assembly ID (BMCServiceDesk__AssemblyId__c): Currently this field fails on encryption with the error: Base Element.Assembly ID: Encryption can’t be enabled for fields referenced in the custom formula fields: Base Element.Source Assembly ID. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
Apex Class: CMDBAutoRelationShipCreator, line 39, column 18: encrypted field ‘AssemblyId__c’ cannot be filtered in a query call.
- Asset Birthdate (BMCServiceDesk__ Asset_Birth_date__c): Currently the field fails on encryption with the error: Base Element.Asset Birthdate: Encryption can’t be enabled for fields referenced in the custom formula fields: Base Element.Asset Age. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Manufacturer Name (BMCServiceDesk__ManufacturerName__c): Currently the field fails on encryption with the error: Base Element.Manufacturer Name: Apex Class: AdminModelController, line 63, column 61: encrypted field ‘ManufacturerName__c’ cannot be filtered in a query call.
Contact (Salesforce)
Currently Salesforce Platform Encryption supports limited encryption of the Contact object fields. However, there are a number of custom fields that are added to the Contact object through Remedyforce.
You can encrypt the following Contact fields.
Field Label | API Name | Data Type | Notes |
Name | |||
Mailing Address (Street & City Only) | |||
Phone | |||
Fax | |||
Mobile | |||
Home Phone | |||
Other Phone | |||
Description |
If you encrypt both Name and Email fields of the Contact object, then the typeahead for To, Cc, and Bcc fields on Activity Feed does not display results for contacts. If either Name or Email field of the Contact object is encrypted, then the typeahead for To, Cc, and Bcc fields on Activity Feed shows the matching results from contacts based on the non-encrypteded field.
Change History
The Change History object is where details of a Change Request are maintained such as when staff send an outgoing email via email conversation or they add a note.
You can encrypt the following Change History fields:
Field Label | API Name | Data Type | Notes |
Description | BMCServiceDesk__Description__c | Text Area(255) | |
Email Addresses | BMCServiceDesk__EmailConversationData__c | Long Text Area(32768) | |
Note | BMCServiceDesk__Note__c | Long Text Area(131072) |
Change History Exceptions
The following fields currently do not support encryption.
- RichTextNote (BMCServiceDesk__RichTextNote__c): Shield Platform Encryption does not support Rich Text Area data types. However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to. We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.
Change Request
The Change Request object holds the details of Changes that can be associated with Incidents, Requests, and Releases.
You can encrypt the following Change Request fields.
Field Label | API Name | Data Type | Notes |
Actual Start Date | BMCServiceDesk__Actual_Start_Date__c | Date/Time | |
Additional email information | BMCServiceDesk__Additional_email_information__c | Long Text Area(32000) | |
Back-out Plan | BMCServiceDesk__Back_Out_Plan__c | Text Area(255) | |
Back-out Plan Details | BMCServiceDesk__Back_out_Plan_Details__c | Long Text Area(32000) | |
Close Comments | BMCServiceDesk__Close_Comments__c | Text Area(255) | |
Description | BMCServiceDesk__Change_Description__c | Long Text Area(32000) | |
Last Queue | BMCServiceDesk__queueName__c | Text(40) | |
LockedRecordTimestamp | BMCServiceDesk__LockedRecordTimestamp__c | Text(255) | |
Opened Date | BMCServiceDesk__Open_Date_Time__c | Date/Time | |
Reason Details | BMCServiceDesk__Reason_for_Change_Details__c | Long Text Area(32000) | |
Reasons | BMCServiceDesk__Reason_for_Change__c | Text Area(255) | |
Recurrence | BMCServiceDesk__Recurrence__c | Text(255) | |
Recurring Parent Record ID | BMCServiceDesk__RecurringParentRecordId__c | Text(20) | |
Responded Date | BMCServiceDesk__Responded_Date__c | Date/Time | |
Review Comments | BMCServiceDesk__Review_Comments__c | Text Area(255) | |
Review Date | BMCServiceDesk__Review_Date__c | Date/Time | |
Review Details | BMCServiceDesk__Review_Comments_Details__c | Long Text Area(32000) | |
Rollout Plan | BMCServiceDesk__Roll_Out_Plan__c | Text Area(255) | |
Rollout Plan Details | BMCServiceDesk__Review_Comments_Details__c | Long Text Area(32000) | |
Short Description | BMCServiceDesk__shortDescription__c | Text Area(255) | |
Template Name | BMCServiceDesk__TemplateName__c | Text(80) |
Change Request Exceptions
The following fields currently do not support encryption.
- <BLANK> (BMCServiceDesk__BLANK__c): This field is considered metadata. It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
- Actual End Date (BMCServiceDesk__Actual_End_Date__c): Currently this field fails on encryption with the error: Change Request.Actual End Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Close Date (BMCServiceDesk__Closed_Date_Time__c): Currently this field fails on encryption with the error: Change Request.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Collision Detection State (BMCServiceDesk__CollisionDetectionState__c): Currently this field fails on encryption with the error: Change Request.Collision Detection State: Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Collision. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Scheduled End (BMCServiceDesk__Scheduled_End_Date__c): Currently this field fails on encryption with the error: Change Request.Scheduled End: Encryption can’t be enabled for fields referenced in the custom formula fields: Change Request.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
Apex Class: ChangeCollisionsController, line 171, column 44: encrypted field ‘Scheduled_End_Date__c’ cannot be filtered in a query call.
- Scheduled Start (BMCServiceDesk__Scheduled_Start_Date__c): Currently this field fails on encryption with the error: Apex Class: ChangeCollisionsController, line 171, column 44: encrypted field ‘Scheduled_Start_Date__c’ cannot be filtered in a query call.
History Objects
History objects are where your staff (and clients) add things such as Notes and email conversation for a given module. Incident/Service Requests have client notes and staff notes captured in the Incident History object. Tasks have staff notes captured in the Task History object, and so on.
For the purpose of this document we are specifically addressing only the following History objects:
- Release History
- Broadcast History
- Configuration Item History
Release History
The following fields can be encrypted.
Object Name | API Name | Fields Eligible for Encryption |
Release History | BMCServiceDesk__Release_History__c | Description Note |
Broadcast History
The following fields can be encrypted.
Object Name | API Name | Fields Eligible for Encryption |
Broadcast History | BMCServiceDesk__Release_History__c | Date & Time Description Duration Note |
Configuration Item History
The following fields can be encrypted.
Object Name | API Name | Fields Eligible for Encryption |
Configuration Item History | BMCServiceDesk__BMC_BaseElement_History__c | Description Note |
Incident
The Incident object holds data as it relates to both Incidents and Service Requests. However, Client/Staff provided answers to Service Request questions are not maintained in the Incident object (unless you have configured your system to copy data over). The details provided by Client/Staff as a result of Service Request questions are held in the Request Detail Inputs object which we will cover later.
You can encrypt the following Incident fields.
| Field Label | API Name | Data Type | Notes |
|---|---|---|---|
| Recurrence | BMCServiceDesk__Recurrence__c | Text(255) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata as part of our Recurrence feature. |
| Recurring Parent Record ID | BMCServiceDesk__RecurringParentRecordId__c | Text(20) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata as part of our Recurrence feature. |
| Resolution | BMCServiceDesk__incidentResolution__c | Long Text Area(32000) | |
| Responded Date | BMCServiceDesk__respondedDateTime__c | Date/Time | |
| Response Date & Time | BMCServiceDesk__responseDateTime__c | Date/Time | |
| Request Detail Clone ID | BMCServiceDesk__RequestDetailCloneId__c | Text(20) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata. |
| Service Request Title | BMCServiceDesk__Service_Request_Title__c | Text(255) | |
| Short Description | BMCServiceDesk__shortDescription__c | Text Area(255) | |
| Task Closed Controller | BMCServiceDesk__Task_Closed_Controller__c | Text(255) | |
| Template Name | BMCServiceDesk__TemplateName__c | Text(80) | |
| WorkflowController | BMCServiceDesk__WorkflowController__c | Text(20) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code. |
Incident Exceptions
The following fields currently do not support encryption.
- <BLANK> (BMCServiceDesk__BLANK__c): This field is considered metadata. It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
- Client Phone (BMCServiceDesk__Client_Phone__c): Currently this field fails on encryption with the error: Apex Class: IncidentCTIExtension, line 63, column 30: encrypted field ‘Client_Phone__c’ cannot be filtered in a query call. Development is investigating and is working toward a resolution. [FIXED IN REMEDYFORCE SUMMER 17]
- Closed Date (BMCServiceDesk__closeDateTime__c): Currently this field fails on encryption with the error: Incident.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Incident.Compliant, Incident.Due Date Progress. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Due Date (BMCServiceDesk__dueDateTime__c): Currently this field fails on encryption with the error: Incident.Due Date: Encryption can’t be enabled for fields referenced in custom formula fields: Incident.Compliant, Incident.Due Date Progress, Incident.Time Remaining Percentage. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Opened Date (BMCServiceDesk__openDateTime__c): Currently this field fails on encryption with the error: Incident.Opened Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Incident.Due Date Progress, Incident.Time Remaining Percentage. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Status Change Date (BMCServiceDesk__StatusChangeDate__c): Currently this field fails on encryption with the error: Incident.Status Change Date: Encryption can’t be enabled for fields references in the custom formula fields: Incident.Time Spent in Current Status (minutes). Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
Incident History
The Incident History object is where details of an Incident/Service Request are maintained such as when staff send an outgoing email via email conversation or they add a note. Additionally if Client’s send an email that is part of email conversation or add a note on their Incident/Service Request via Self Service those are captured in the Incident History object as well.
You can encrypt the following Incident History fields.
Field Label | API Name | Data Type | Notes |
Description | BMCServiceDesk__description__c | Long Text Area(32000) | |
Email Addresses | BMCServiceDesk__EmailConversationData__c | Long Text Area(32768) | |
Note | BMCServiceDesk__note__c | Long Text Area(131072) |
Incident History exceptions
The following fields currently do not support encryption.
- Duration (BMCServiceDesk__duration__c): Currently this field fails on encryption with the error: Incident History.Duration: Encryption can’t be enabled for fields referenced in the custom formula fields: Incident History.Action Duration. Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again.
- RichTextNote (BMCServiceDesk__RichTextNote__c): Shield Platform Encryption does not support Rich Text Area data types. However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to. We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.
Problem
The Problem object holds the details of Problems that can be associated with Incidents.
You can encrypt the following Problem fields.
Field Label | API Name | Data Type | Notes |
Additional email information | BMCServiceDesk__Additional_email_information__c | Long Text Area(32000) | |
Description | BMCServiceDesk__Problem_Description__c | Long Text Area(32000) | |
Last Queue | BMCServiceDesk__queueName__c | Text(40) | |
LockedRecordTimestamp | BMCServiceDesk__LockedRecordTimestamp__c | Text(255) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata as part of our Record Locking feature. |
Opened Date | BMCServiceDesk__Open_Date_Time__c | Date/Time | |
Resolution | BMCServiceDesk__Problem_Resolution__c | Long Text Area(32000) | |
Short Description | BMCServiceDesk__shortDescription__c | Text Area(255) | |
Task Closed Controller | BMCServiceDesk__Task_Closed_Controller__c | Text(255) | |
Workaround | BMCServiceDesk__Work_Around__c | Text Area(255) | |
Workaround Details | BMCServiceDesk__Workaround_details__c | Long Text Area(32000) |
Problem Exceptions
The following fields currently do not support encryption.
- <BLANK> (BMCServiceDesk__BLANK__c): This field is considered metadata. It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
- Closed Date (BMCServiceDesk__Closed_Date_Time__c): Currently this field fails on encryption with the error: Problem.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Problem.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Due Date (BMCServiceDesk__Due_Date_Time__c): Currently this field fails on encryption with the error:
Problem.Due Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Poblem.Compliant. . Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
Problem History
The Problem History object is where details of a Problem are maintained such as when staff send an outgoing email via email conversation or they add a note.
You can encrypt the following Problem History fields.
Field Label | API Name | Data Type | Notes |
Description | BMCServiceDesk__Description__c | Text Area(255) | |
Email Addresses | BMCServiceDesk__EmailConversationData__c | Long Text Area(32768) | |
Note | BMCServiceDesk__note__c | Long Text Area(131072) |
Problem History Exceptions
The following fields currently do not support encryption.
- Duration (BMCServiceDesk__duration__c): Currently this field fails on encryption with the error: Task History.Duration: Encryption can’t be enabled for fields referenced in the custom formula fields: Task History.Action Duration. Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again.
- RichTextNote (BMCServiceDesk__RichTextNote__c): Shield Platform Encryption does not support Rich Text Area data types. However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to. We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.
Request Detail Inputs
Field Label | API Name | Data Type | Notes |
Input / Prompt | BMCServiceDesk__Input__c | Long Text Area(32768) | |
NewResponse | BMCServiceDesk__NewResponse__c | Long Text Area(32768) | |
Response | BMCServiceDesk__Response__c | Long Text Area(32768) | |
Stored Value | BMCServiceDesk__StoredValue__c | Long Text Area(32768) |
Request Detail Inputs exceptions
- Richtext Response (BMCServiceDesk__Richtext_Response__c): Encryption of Rich Text fields are not supported by Salesforce at this time. The field called “Richtext Response” cannot be encrypted. If you have Request Definitions that use the Response Type called “Text Area (Rich)” you should considering converting to the Response Type to “Text Area” if you think that sensitive data might be provided in the Text Area (Rich) field.
To find out if any of your Request Definitions refer to the Text Area (Rich) type you can run the following query against your database. This query will return the names of all Request Definitions that use the Text Area (Rich) Response Type.
SELECT BMCServiceDesk__SRM_FulfillmentInputs__c.BMCServiceDesk__FKRequestDefinition__r.Name FROM BMCServiceDesk__SRM_FulfillmentInputs__c WHERE BMCServiceDesk__SRM_FulfillmentInputs__c.BMCServiceDesk__ResponseType__c = 'Text Area (Rich)'
For Remedyforce Summer 17, we will have a report that runs this query for you. Additionally, if you elect to create a Request Definition input field using Rick Text, you’ll have to acknowledge you understand the risk before you can save the input.
Service Request
Service Request records are actually part of the Incident object, but warrant their own mention here. While Service Requests are part of the Incident object, the answers or inputs provided by Clients and Staff aren’t held in the Incident object (unless you “map” the data). So where exactly does that data reside?
The first object that customer’s think of is the Request Definition object; however, we do NOT recommend that you encrypt any fields in this object. This object holds the framework of what constitutes a request. In other words, the Request Definition object holds the name of the Request Definition, what services and templates are linked to the Definition, the dates the Service is available, the questions being asked, etc. It does not hold any responses.
Likewise the Request Detail object stores data about a submitted Service Request such as Date Expected, Date Required, Total Cost or Price of the request. While this is data about a specific request, it doesn’t hold what we would consider as Personally Identifiable Information (PII).
The object that you DO want to encrypt to protect data provided by Clients and Staff in response to a Service Request is the Request Detail Input object. This is where all the answers to questions that are part of a given Service Request are stored.
Salesforce Standard Object
Currently Salesforce Platform Encryption does not support the encryption of any standard fields on the User object. However, as Remedyforce has added custom fields to the User object we felt it important to document those custom fields and the availability of those fields to be encrypted.
You can encrypt the following User fields.
Field Label | API Name | Data Type | Notes |
Account Name | BMCServiceDesk__Account_Name__c | Text(255) | |
BCM Login ID | BMCServiceDesk__FPLoginID__c | Text(100) | |
Building | BMCServiceDesk__Building__c | Text(25) | |
Business Hours | BMCServiceDesk__Business_Hours__c | Text(255) | |
Business Hours ID | BMCServiceDesk__Business_Hours_ID__c | Text(18) | |
Contact Id | BMCServiceDesk__ContactId__c | Text(50) | |
Image Name | BMCServiceDesk__ImageName__c | Text(25) | |
Note | BMCServiceDesk__Note__c | Text Area(255) | |
Pager | BMCServiceDesk__pager__c | Text(25) | |
Remarks | BMCServiceDesk__remarks__c | Long Text Area(32000) | |
Room | BMCServiceDesk__Room__c | Text(25) | |
SelfService Preferences | BMCServiceDesk__SelfService_Preferences__c | Long Text Area(32000) |
User Exceptions
The following fields currently do not support encryption.
- AccountID (BMCServiceDesk__Account_ID__c): Currently this field fails on encryption with the error: User.Account ID:
Apex Class: ConsoleIncidentDetailController, line 630, column 39: encrypted field ‘Account_ID__c’ cannot be filtered in a query call.
Apex Trigger: AccountTrigger, line 31, column 35: encrypted field ‘Account_ID__c’ cannot be filtered in a query call.
- Last Available Time (BMCServiceDesk__LastAvailableTime__c): Currently this field fails on encryption with the error: User.Last Available Time: Apex Class: ChatHelper, line 84, column 21: encrypted field ‘LastAvailableTime__c’ cannot be filtered in a query call.
- Last Chat End Time (BMCServiceDesk__LastChatEndTime__c): Currently this field fails on encryption with the error: User.Last Chat End Time: Apex Class: ChatHelper, line 84, column 21: encrypted field ‘LastChatEndTime__c’ cannot be ordered in a query call.
Task (Remedyforce)
The Task object holds the details of Tasks that can be associated with modules such as Incident/Service Requests, Problems, Changes, etc.
You can encrypt the following Task fields.
Field Label | API Name | Data Type | Notes |
Additional email information | BMCServiceDesk__Additional_email_information__c | Long Text Area(32000) | |
Bus Assessment | BMCServiceDesk__busAssessment__c | Text (40) | |
Client Name | BMCServiceDesk__Client_Name__c | Text(255) | |
Closed Profile | BMCServiceDesk__closedProfile__c | Text (50) | |
Comments | BMCServiceDesk__comments__c | Long Text Area(32000) | |
Completed Date | BMCServiceDesk__completedDate__c | Date/Time | |
Created On | BMCServiceDesk__createdOn__c | Date/Time | |
Decision | BMCServiceDesk__decision__c | Text(80) | |
Description | BMCServiceDesk__taskDescription__c | Long Text Area(32000) | |
Email Originator | BMCServiceDesk__eMailOriginator__c | Long Text Area(510) | |
End Date | BMCServiceDesk__endDate__c | Date/Time | |
Last Queue | BMCServiceDesk__queueName__c | Text(40) | |
LockedRecordTimestamp | BMCServiceDesk__LockedRecordTimestamp__c | Text(255) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata as part of our Record Locking feature. |
Note | BMCServiceDesk__note__c | Long Text Area(32000) | |
Opened Date | BMCServiceDesk__openDateTime__c | Date/Time | |
Opened Profile | BMCServiceDesk__openedProfile__c | Text(50) | |
Operational Rule Status Description | BMCServiceDesk__ACOpRuleStatusDescription__c | Text(255) | |
Phone | BMCServiceDesk__phone__c | Phone | |
Recommendations | BMCServiceDesk__recommendations__c | Long Text Area(32000) | |
Recommended Fix Date & Time | BMCServiceDesk__recommendedFixDateTime__c | Date/Time | |
| Recurrence | BMCServiceDesk__Recurrence__c | Text(255) | While this field can be encrypted we do not recommend encrypting this field. This field is used internally to the Remedyforce code and is considered metadata as part of our Recurrence feature. |
| Recurring Parent Record ID | BMCServiceDesk__RecurringParentRecordId__c | Text(20) | |
| Resolution | BMCServiceDesk__taskResolution__c | Long Text Area(32000) | |
| Resource Description | BMCServiceDesk__resourceDescription__c | Long Text Area(32000) | |
| Response Date & Time | BMCServiceDesk__responseDateTime__c | Date/Time | |
| Scheduled End | BMCServiceDesk__Scheduled_End_Date__c | Date/Time | See Note Below |
| Scheduled Start | BMCServiceDesk__Scheduled_Start_Date__c | Date/Time | See Note Below |
| Short Description | BMCServiceDesk__shortDescription__c | Text Area (255) | |
| Start Date | BMCServiceDesk__startDate__c | Date/Time | |
| Tech Assessment | BMCServiceDesk__techAssessment__c | Text(40) | |
| Template Name | BMCServiceDesk__TemplateName__c | Text(80) | |
| Web API Configuration | BMCServiceDesk__WebAPIConfiguration__c | Area(255) |
Task (Remedyforce) Exceptions
The following fields currently do not support encryption.
- <BLANK> (BMCServiceDesk__BLANK__c): This field is considered metadata. It does not hold any data and is only used via Field Sets to add a space with a Remedyforce form.
- Closed Date (BMCServiceDesk__closeDateTime__c): Currently this field fails on encryption with the error: Task.Closed Date: Encryption can’t be enabled for fields referenced in the custom formula fields: Task.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Due Date (BMCServiceDesk__dueDateTime__c): Currently this field fails on encryption with the error: Task.Due Date: Encryption can’t be enabled for fields referenced in custom formula fields: Task.Compliant. Make sure your permissions, fields, operators, and functions are compatible with encryption and try again.
- Scheduled Start (BMCServiceDesk__Scheduled_Start_Date__c): While the system will allow you to encrypt this field, encryption will have a negative effect on the Remedyforce Change Schedule. None of the Tasks will show up in the Remedyforce Change Schedule and you’ll most likely see the following error:
Encrypted field ‘Scheduled_Start_Date__c’ cannot be filtered in a query call
Error is in expression ‘{!ChangeTasks}’ in page bmcservicedesk:changeschedule: (BMCServiceDesk)
- Scheduled End (BMCServiceDesk__Scheduled_End_Date__c): While the system will allow you to encrypt this field, encryption will have a negative effect on the Remedyforce Change Schedule. None of the Tasks will show up in the Remedyforce Change Schedule and you’ll most likely see the following error:
Encrypted field ‘Scheduled_Endt_Date__c’ cannot be filtered in a query call
Error is in expression ‘{!ChangeTasks}’ in page bmcservicedesk:changeschedule: (BMCServiceDesk)
Task History
The Task History object is where details of a Task are maintained such as when staff send an outgoing email via email conversation or they add a note.
You can encrypt the following Task History fields.
Field Label | API Name | Data Type | Notes |
Description | BMCServiceDesk__description__c | Long Text Area(32000) | |
Email (To/From) | BMCServiceDesk__emailToFrom__c | ||
Email Addresses | BMCServiceDesk__EmailConversationData__c | Long Text Area(32768) | |
Note | BMCServiceDesk__note__c | Long Text Area(131072) |
Task History Exceptions
The following fields currently do not support encryption.
- Duration (BMCServiceDesk__duration__c): Currently this field fails on encryption with the error: Task History.Duration: Encryption can’t be enabled for fields referenced in the custom formula fields: Task History.Action Duration. Make sure your permissions, fields, operators, and functions are all compatible with encryption and try again.
- RichTextNote (BMCServiceDesk__RichTextNote__c): Shield Platform Encryption does not support Rich Text Area data types. However, we want to make you aware that if incoming email that is used to create an Incident or Email Conversation (both outgoing and incoming) are sent or received in HTML/Rich Text then this field is written to. We are currently working on a way to disable any data being written to this field when a customer indicates they need Encryption on a History object; however this will mean we cannot support Rich Text emails and all communications will be in plain text.
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