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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

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


Note

We recommend that you use the OOTB (Out of the box) permission sets to avail all the upgrade benefits.


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.

Note

BMC sets permissions on the Remedyforce objects only. Salesforce administrators can set permissions on Salesforce objects. For more information, see Salesforce help

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)

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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)

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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