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.
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 the same as the BMC Remedyforce version on the production organization. If your production organization is on a higher BMC Remedyforce version than the sandbox organization, an error message is displayed; however, if your sandbox organization is on a higher BMC Remedyforce version than the production organization, an error message is not displayed. In both these cases, the SmartSync process fails.
- 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:
- Go to the Remedyforce Administration tab.
- Click SmartSync.
Enter the Salesforce credentials of the Remedyforce administrator of the production organization from where the data and configuration settings need to be imported.
- Click Import to start the sync process.
After the import process is completed, the status of data import is displayed on the screen.
To generate the security token
- Navigate to User menu > My Settings > Personal > Reset My Security Token.
(For Lightning Experience, User > Settings > My Personal Information > Reset My Security Token.) - Click Reset Security Token.
The security token is sent to the email address provided in your Salesforce personal settings.
Configuration settings
The following table lists the configuration settings that are 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:
| |
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 |
Configuration data imported by SmartSync - BETA
The following table lists the configuration data that is imported by SmartSync - BETA:
Configuration settings | Objects | Data imported |
|---|---|---|
Status (Remedyforce Administration > Configure Application) | Status | All active records only. |
Urgency (Remedyforce Administration > Configure Application) | Urgency | All active records only. |
Impact (Remedyforce Administration > Configure Application) | Impact | All active records only. |
Category and Category Type (Remedyforce Administration > Configure Application) | Category | All active records only. |
Category type | ||
Templates (Remedyforce Administration > Configure Application) | Template | All active templates only. |
Template Field Info | ||
Template Linking | ||
Templates Access | ||
Request Definition (Remedyforce Administration > Configure Application) | Request Definition | All active records that have business service, service offering, and category defined. |
Entitlements | ||
Fulfillment Inputs | ||
Fulfillment Mappings | ||
Process Control | ||
Process Template | All active records with active templates that have business service, service offering, and category defined. | |
Business Services and Service Offerings | Base Element | Note that while importing the relevant records, mapped service and its immediate parent are also imported. For example, C is the sub-service of B, and B is the sub-service of A. Both C and its immediate parent B are imported. |
Accounts | Account | All active records only. |
Limitations
The following limitations are known in the BETA version of SmartSync:
- Sometimes the sync operation might fail because of an operation timeout. Follow the process again.
- SmartSync is supported on Microsoft Internet Explorer (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.
- Console lookup filters and CMDB lookup filters are not imported.
- The Request definitions under the General Information tab image (32x32) are not synchronized with the sandbox organization.
- The Salesforce image under the General Information tab is not synchronized with the sandbox organization.
- If a CMDB rule criteria is present for Request definitions under the Fulfillment input tab, it is not synchronized with the sandbox organization.
- For the imported Base Element records no relationship is created between the imported services and service offerings.
- While migrating Service Request Definitions, the relationship between the business service and its service offering is not migrated from the production organization to the sandbox organization.
The following limitations are related to the importing of data using SmartSync - BETA:
- For Templates, the following lookup field mappings under Template Field Info are supported:
- Configuration Item / Asset
- Service
- Service Offering
- Account
- Status
- Urgency
- Impact
- Category
- Client ID
- Staff
- For imported Base Element records, if the records belong to any other class other than Business Service, only the data of General Info tab are imported; the date from the Specifications tab is not imported.
- If there is a hierarchy of more than two levels of Base Element instances and if any class below the second level is used in template field mapping of service fields, then during the SmartSync run only the immediate parent of the mapped class is imported.
- For imported Account records, only the basic information of the Account is imported; the information related to the parent account, leads, and contacts are not imported.