Remedyforce Salesforce standard object schema changes
Installation of Remedyforce into an existing Salesforce organization is mostly comprised of the creation of custom objects and attributes for those customer objects. However, there are a small number of custom fields and triggers added to the following objects:
Salesforce standard objects
This section provides a list of fields and triggers added to the following Salesforce standard objects:
Account
Fields
Custom Field | API Name | Data Type |
---|---|---|
Active | BMCServiceDesk__Active__c | Picklist |
Cost Center | BMCServiceDesk__costCenter__c | Text (100) |
Customer Priority | BMCServiceDesk__CustomerPriority__c | Picklist |
FKUrgency | BMCServiceDesk__FKUrgency__c | Lookup(Urgency) |
Inactive | BMCServiceDesk__inactive__c | Checkbox |
Number of Locations | BMCServiceDesk__NumberofLocations__c | Number(3,0) |
Remedyforce Account | BMCServiceDesk__Remedyforce_Account__c | Checkbox |
Self Service 3.0 Theme | BMCServiceDesk__FKSelfService3_Theme__c | Lookup(SelfService Theme) |
SelfService Theme | BMCServiceDesk__FKSelfService_Theme__c | Lookup(SelfService Theme) |
ServiceProvider | BMCServiceDesk__ServiceProvider__c | Checkbox |
SLA | BMCServiceDesk__SLA__c | Picklist |
SLA Expiration Date | BMCServiceDesk__SLAExpirationDate__c | Date |
SLA Serial Number | BMCServiceDesk__SLASerialNumber__c | Text(10) |
Support Hours | BMCServiceDesk__Business_Hour__c | Lookup(Business Hours) |
Upsell Opportunity | BMCServiceDesk__UpsellOpportunity__c | Picklist |
Vendor | BMCServiceDesk__Vendor__c | Checklist |
Triggers
Trigger Name | Trigger Purpose |
---|---|
Account Trigger | When an Account is deleted, this trigger deletes all the records from the User_Account_Link__c object for the deleted Account. |
Attachment
Triggers
Trigger Name | Trigger Purpose | Added in Release |
---|---|---|
When adding or deleting attachments (of type Attachment) from a console object (Incident, Change Request, Task, Problem, Release, and Broadcast), this trigger updates the attachment count in the Has Attachments field. | 20.19.02 |
Contact
Fields
Custom Field | API Name | Data Type |
---|---|---|
Languages | BMCServiceDesk__Languages__c | Text (100) |
Level | BMCServiceDesk__Level__c | Picklist |
Urgency | BMCServiceDesk__FKUrgency__c | Lookup(Urgency) |
ContentDocument
Triggers
Trigger Name | Trigger Purpose | Added in Release |
---|---|---|
ContentDocumentTrigger | When deleting a file from a console object (Incident, Change Request, Task, Problem, Release, and Broadcast), this trigger updates the attachment count stored in the Has Attachments field. | 20.19.02 |
ContentDocumentLink
Triggers
Trigger Name | Trigger Purpose | Added in Release |
---|---|---|
ContentDocumentLinkTrigger | When adding a file to a console object (Incident, Change Request, Task, Problem, Release, and Broadcast), this trigger updates the attachment count stored in the Has Attachments field. | 20.19.02 |
Document
The Document object represents a file that a user has uploaded. For more information, see Salesforce help.
The following table displays the required permissions for different profiles for this object:
Profiles | Permissions |
---|---|
ServiceDesk Change Manager | Read |
ServiceDesk Staff | Read |
ServiceDesk Client | Read |
You can assign permissions by using a permission set as well. For which, you must create the new permission set and then assign the permissions.
The following table displays the required permissions for different permission sets for this object:
Permission sets | Permissions |
---|---|
Remedyforce Administrator | Read, Create, Edit, and Delete |
ServiceDesk Change Manager | Read |
ServiceDesk Staff | Read |
ServiceDesk Client | Read |
ServiceDesk Release Coordinator | Read |
FeedItem
Triggers
Trigger Name | Trigger Purpose |
---|---|
ChatterFeedItemTrigger | Used for Chatter Listener to create Incidents based on #tags |
User
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Account | BMCServiceDesk__Account__c | Formula | |
AccountID | BMCServiceDesk__Account_ID__c | Text(18) | |
Account Name | BMCServiceDesk__Account_Name__c | Text(255) | |
Asset Management View | BMCServiceDesk__AssetManagementView__c | Picklist | |
Assign Remedyforce License | BMCServiceDesk__AssignRemedyforceLic__c | Checkbox | |
BCM Login ID | BMCServiceDesk__FPLoginID__c | Text(100) | |
BCM Login Validated | BMCServiceDesk__FP_Login_Validated__c | Checkbox | |
Broadcast ticket speed | BMCServiceDesk__Broadcast_ticker_speed__c | Picklist | |
Building | BMCServiceDesk__Building__c | Text(25) | |
Business Hours | BMCServiceDesk__Business_Hours__c | Text(255) | |
Business Hours ID | BMCServiceDesk__Business_Hours_ID__c | Text(18) | |
Chat Status | BMCServiceDesk__ChatStatus__c | Picklist | |
CI Management View | BMCServiceDesk__CIManagementView__c | Picklist | |
ContactId | BMCServiceDesk__ContactId__c | Text(50) | |
Enable Chat | BMCServiceDesk__EnableChat__c | Checkbox | |
Extension | BMCServiceDesk__Extension__c | Formula(Text) | |
Image Name | BMCServiceDesk__ImageName__c | Text(25) | |
Last Available Time | BMCServiceDesk__LastAvailableTime__c | Date/Time | |
Last Chat End Time | BMCServiceDesk__LastChatEndTime__c | Date/Time | |
Manage QuickViews | BMCServiceDesk__Manage_QV__c | Checkbox | |
Manage ServiceDesk Staff Member | BMCServiceDesk__Manage_ServiceDesk_Staff_Member__c | Checkbox | |
Note | BMCServiceDesk__Note__c | Text Area(255) | |
Out of Office | BMCServiceDesk__IsOutOfOffice__c | Checkbox | |
Override Blackouts | BMCServiceDesk__Schedule_CR_and_Blackouts_During_Overlap__c | Checkbox | |
Pager | BMCServiceDesk__pager__c | Text(25) | |
Picture | BMCServiceDesk__Picture__c | Formula(Text) | |
Remarks | BMCServiceDesk__remarks__c | Long Text Area(32000) | |
Remedyforce Administrator | BMCServiceDesk__IsRemedyforceAdministrator__c | Checkbox | |
Remedyforce Casual User | BMCServiceDesk__Remedyforce_Casual_User__c | Checkbox | |
Remedyforce Knowledge User | BMCServiceDesk__Remedyforce_Knowledge_User__c | Checkbox | |
Room | BMCServiceDesk__Room__c | Text(25) | |
SelfService Preferences | BMCServiceDesk__SelfService_Preferences__c | Long Text Area(32000) | |
ServiceDesk Staff | BMCServiceDesk__IsStaffUser__c | Checkbox | |
Skip QV Wizard Introduction screen | BMCServiceDesk__skipQVWizIntro__c | Checkbox | |
Unique User ID in Source | BMCServiceDesk__UniqueUserIDInSource__c | Text(255)(External ID)(Unique Case Insensitive) | |
User License | BMCServiceDesk__User_License__c | Formula(Text) | |
VIP | BMCServiceDesk__VIP__c | Checkbox | |
Rich Text Email Signature | RF_Email_Signature__c | Text Area (Rich) | 20.18.02 |
Remedyforce Accessibility Mode | RF_AccessibilityMode__c | Checkbox | 20.20.01 |
Integration User Info | BMCServiceDesk__RF_IntegrationUserInfo__c | Text(255) | 20.20.01 |
Validation Rule
Rule Name | Purpose |
---|---|
Validate_FootPrints_Login | Enable this validation rule to prevent users from editing the BMC Client Management Login ID. (Deactivated by default) |
Triggers
Trigger Name | Trigger Purpose |
---|---|
UserTrigger | Based on ‘Send email to newly created users’ settings, it sends email notification to newly created Clients which were imported using data loader/Pentaho or created from Remedyforce Administration tab. Also, managed the Remedyforce Package license assignment for Users based on the BMCServiceDesk__AssignRemedyforceLic__c field on the User object. |
PopulateContactIdTrigger | When creating users of portal type, it associates the Contact ID to the Portal Users. |
Remedyforce objects
This section provides a list of fields and triggers added to the following Remedyforce objects:
Broadcast
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |
Change Request
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |
Incident
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |
Problem
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |
Release
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |
Task
Fields
Custom Field | API Name | Data Type | Added in Release |
---|---|---|---|
Has Attachments | BMCServiceDesk__RF_HasAttachments__c | Number(18, 0) | 20.19.02 |