General settings for Remedyforce

Default Currency

Type a three-character currency code that you want to use for the Cost and Price fields in Service Request Management. This field is used only as a label and is not used in calculations or conversions. For examples of currency codes, see Salesforce Help. USD (U.S.dollars) is configured as the default currency.

Use the Organization's default business hours to calculate the Due Date

Use Opened Date instead of Current Date to recalculate Due Date

Select this check box to recalculate due date of an incident, task, or problem based on the date it was opened.

If the Use Opened Date instead of Current Date to recalculate Due Date check box is selected, the service target fields, such as elapsed time and time remaining, are calculated on the opened date of the record, otherwise they are calculated on the current date.

If the When the Priority changes, recalculate the Due Date without user input check box is clear and Use Opened Date instead of Current Date to recalculate Due Date is selected, when the priority changes, the Due Date Calculation window appears showing a due date calculated based on user input.

When the Priority changes, recalculate the Due Date without user input

Select this check box to allow recalculation of the due date for incident, tasks, and problem records without displaying the Due Date Calculation window to users.

If you are using BMC Remedyforce Salesforce page layout and if this check box is clear, the Due Date Calculation window is displayed in the object records.

Alert if a collision is detected while linking a CI or service to change requests

Select this check box to show a warning if colliding change requests are found. For more information about Collision Detection, see Detecting-and-resolving-collisions-in-change-requests.

Use paused duration of a canceled service target to calculate the Elapsed Time

Select this check box to enable the paused duration of a canceled service target to be added to the calculation of the elapsed time of the newly applied service target. This check box is only applicable for incidents, tasks, and problem records. The paused duration of a service target is calculated when the clock is in the paused state. For more information, see How-elapsed-time-of-a-service-target-is-calculated.

Enable a different set of keyboard shortcuts in Remedyforce Console

Select this check box to enable the keyboard shortcuts that use number keys are replaced with an alternate set of keyboard shortcuts in the Remedyforce Console. All the keyboard shortcuts except the ones that use number keys are the same as default keyboard shortcuts.

Note: If you enable alternate keyboard shortcuts, keyboard shortcuts that use number keys for tab navigation in Self Service are disabled. All the other keyboard shortcuts remain the same as the default keyboard shortcuts.

Restrict entitlement for users who do not have a linked account

Select this check box if you want to restrict entitlement for users who do not have accounts assigned to them while configuring entitlement for a Request Definition or Self Service sidebar.

Note:

• If you are upgrading from any version before 20.19.02 (Summer 19), you will have to enable this setting.
• If you are on the version 20.19.02 (Summer 19), this setting will not be visible since it will be enabled by default.

Upload attachments as Salesforce Files

Select this check box to upload attachments to Salesforce Files.

Note: Users can attach a maximum of 2 GB file size.

Start scrolling broadcast messages for all users

Select this check box to display broadcast messages to all users in the banner of their browsers. The broadcast is not displayed for logged-on users, but broadcasts are displayed for users who log on to BMC Remedyforce after this setting is enabled.

Note: A broadcast message is displayed only if the Scroll Message check box of the broadcast is selected. For more information, see Creating Broadcasts.

Automatically insert the logged in User ID and the current time into Note fields

Select this check box to append the logged-on user's ID and the current time to the Notes action record when a user adds the Notes action record as supporting information for a record.

This option allows you to track the user and the time at which the user adds a Notes action record to a record. For more information, see Working-with-actions. The time at which the note is added to a record may vary based on the time zone configured in your Salesforce.com organization or on your computer.

In accounts lists, display Remedyforce accounts by default

If you are using accounts in Remedyforce and other Salesforce organizations, you can mark the accounts that you use in Remedyforce only by selecting the Remedyforce Account check box for new and existing accounts.

If you select the In accounts lists, display Remedyforce accounts by default check box, by default, only Remedyforce accounts are shown in the accounts list and account lookups on the following pages:

• Incident form opened from the Incident Console tab
• Broadcast
• Client
• Details tab on the Instance Editor while creating a configuration item or service
• Instance Editor while creating a Business Service
• General Information while creating an agreement
• Entitlement tab while creating a request definition
• Configure Self Service > Branding page while assigning themes to accounts

Note: In account lookups on all Salesforce page layout forms, such as the Incidents tab, all accounts are shown. Filtering of accounts is supported on the out-of-the-box Accounts fields only. If you enable this setting, the following check boxes are shown selected by default:

• Remedyforce Accounts: In the Views menu on the Accounts list page. Users can clear the option to see all accounts.
• Remedyforce Account: On the New Accounts form.

Note: To create a Remedyforce account from the Accounts tab in Salesforce, select this check box.

Apply service targets when the qualification criteria are met even while closing an incident

Select this check box to apply new Service Level Agreements (SLAs) to incidents that are closed. If you select the check box, SLAs are also applied to incidents that are resolved and closed on the first call.

Enable staff members to provide feedback on BMC Remedyforce from the Remedyforce Console

Select this check box to enable staff members to provide feedback for the BMC Remedyforce application from the Remedyforce Console tab. If you select this check box, the staff members and system administrators can provide feedback about the BMC Remedyforce application from the Remedyforce Console tab.

Note: In the Tell us about your experience window, the staff members can provide feedback only for the modules that are enabled for their profile.
For example, if Problem module is not enabled for the staff members, they cannot provide feedback for their Problem Management Experience. Also, in the Tell us about your experience window, the staff members cannot provide feedback for the Administration Experience. System administrators can also provide feedback by clicking the Rate Your Experience option on the Remedyforce Administration tab.

Calculate closure time using the business hours of

Click the option based on which the total time that is spent to close an incident or a service request is calculated. The total time is calculated from the Opened state of the record till the record is moved to the Closed state. The calculation is based on the configuration of business hours (including time zone) of either Account, Client or Salesforce Organization. To calculate the closure time, the option that you select in this field and the values in the Opened Date and Closed Date fields are used. The closure time is stored as business days in the Time to Close (Business Days) field. For more information, see How-to-calculate-closure-time-using-the-business-hours.

Closing Records with Linked Open Tasks

Select the required objects. When you select an object, for example Incident, users cannot close an incident record if the record has linked tasks that are open. This setting is used on the Salesforce page layout only.

Enable concurrent Operational Targets when a queue change for a record is detected

Select this check box to enable concurrent Operational Level Targets (OLT). When this feature is enabled, the OLTs attached to a record can be kept running or can be paused when a record’s qualification criteria fails and a queue change is detected. The earlier behavior of cancelling the target is also available.

Note that when you enable this feature, the OLTs created for Resolution Targets are not used to set a record’s due date. However, the due date calculation based on Priority or other Service Level Targets attached to the record will continue to work.

This feature is applicable for incidents, service requests, change requests, problems, and tasks.

For more information about OLTs, see Enabling-concurrent-Operational-Targets-on-a-record-during-queue-change.

Note:

This setting this will be enabled by default for the new users on version 20.19.02 (Summer 19). Users upgrading from any version earlier than 20.19.02 (Summer 19) will need to enable this setting.

Closing Records with Linked Open Tasks

Select the required objects. When you select an object, for example Incident, users cannot close an incident record if the record has linked tasks that are open. This setting is used on the Salesforce page layout only.

Allow applying of templates on an existing record

Select this check box to allow users to apply a template on an existing incident, change request, or task record.

Replace form field values with template field values

If this check box is selected when you apply a template to a record from UI or by workflows, the field values in the records are replaced by the field values in the template.

Note: You can use the Template Name field in workflows to apply a template to a record.

Support Salesforce Platform Encryption in Remedyforce

Salesforce Platform Encryption is a Salesforce feature that enables you to encrypt and protect your data at rest. Remedyforce supports Salesforce Platform Encryption. To enable Salesforce Platform Encryption, contact Salesforce and then select this check box. For more information, see Salesforce-Shield-Platform-Encryption.

After you select the check box, the BMC Remedyforce code performs additional checks that might affect performance.

From email address

Select the preferred organization-wide email address that is used as the From email address in the notifications that are sent for Service Level Agreement (SLA) milestones. If you do not specify an email address here, then the milestone notifications use the email address of the system administrator. Email addresses that are added as organization-wide email addresses are shown in this list. For more information, see Salesforce Help.

Also ensure that the Allow All Profiles to Use this From Address option is selected for the organization-wide email address that you select.

If you select an unverified email address from the list, email notifications are not delivered. You can refer to the SLA Milestone > Incident or Change > History report for the status of email notifications and for error descriptions.

Process Milestones Every

Set the time that you want to elapse between every two milestone processor runs.

Stop Milestone Processor or Start Milestone Processor

Delete Processor History Every

Set the time (in days) after which you want to delete processor history records.

Remedyforce Utility Service