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Customization considerations

You can customize cell rules and the BMC Remedy Service Desk workflow according to your needs. Ensure that it does not impact their performances.

If you want the IBRSD Integration Service to connect to a custom form, ensure that the following parameters are updated in the IBRSDinstallationDirectory/conf/IBRSD.conf file.

Parameter Name

Description

FormName

By default, IBRSD connects to INT:Staging form. Specify a custom form name if you do not want to use the out of the box BMC Remedy Service Desk form and workflow.
Ensure that you upate the IBRSDinstallationDirectory/conf/defaultmapping.map file to specify the correct field names in the custom form.

SubmitOnlyMappedFieldsToAR

By default, the value is set one. This ensures that IBRSD submits only mapped fields (specified in the defaultmapping.map file) to the AR Custom form.

Note

BMC Customer Support does not support any customizations made to the workflow and rules.

 

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