White Paper Understanding Remedyforce Sandboxes Getting Started with Remedyforce Series Eric J Cobb 25 March 2015
Welcome to the Getting Started with BMC Remedyforce Series Today s IT departments must drive business growth and innovation, while coping with less resources and increasing complexity. To do this, they require an IT Service Management solution that provides best practices while minimizing costs. BMC Remedyforce is built on Salesforce the world's most widely used cloud platform to deliver complete IT service management functionality with the secure social, mobile, and collaborative capabilities users expect. With the Getting Started with Remedyforce white paper series, our aim is to help you leverage BMC Remedyforce to improve the effectiveness and efficiency of your ITSM operations. Each paper addresses a specific area of interest and provides you with conceptual, functional and technical best practices to make configuration decisions and take action to gain value from your BMC Remedyforce investment. BMC provides you with various options for sandbox environments to ensure you are able to adequately test changes, versions, etc. before moving them into production use. While we ve seen customers try to shortcut the process of getting a change implemented quickly by editing the production environment directly, creating changes in your production Remedyforce environment has never been and never will be a best practice. When changes are made to your environment without the proper testing, there is a higher chance for things to go wrong. This is why the Remedyforce Services Team always recommends to make any changes in your sandbox environment first. This white paper will discuss the differences between the various types of sandboxes, what can be moved between sandboxes, and how to leverage a new feature in Winter 15 that makes life a lot easier: the new Pentaho Migration Package. Types of Sandboxes There are different types of sandboxes that you can use with Remedyforce and Salesforce. Each type of sandbox provides you with different specifications and functionalities for Remedyforce. We will explain the different types of sandboxes here and discuss the features of each. Full Sandbox Full Sandboxes are intended to be an exact replica of your production implementation and are to be used as a testing environment. Full sandboxes can be added to your license agreement for an additional charge, and your Remedyforce sales representative can tell you more about pricing and options. You can refresh your full sandbox from production only once every 29 days, so it s a good idea to plan refreshes carefully. Developer Sandbox Developer Sandboxes are intended to be used as a safe place to do coding and testing in an isolated environment. Developer sandboxes contain a copy of your organizations metadata or configurations. This does not include any data that was configured in your production environment. There are also set storage limits. For example, with a developer sandbox, you are limited to 200 MB of files and 200 MB of data. The developer sandbox is provided free of charge with Remedyforce. This sandbox can be refreshed every 24 hours. Developer Pro Sandbox Developer Pro Sandboxes are the same as developer sandboxes, but provide you with higher storage limits. The storage limits for Developer Pro sandboxes are 1 GB of files and 1 GB of data. There is a charge associated with this sandbox, which can be discussed with your Remedyforce sales representative. This sandbox can also be refreshed every 24 hours. PAGE 1 OF 19 Copyright BMC Software, Inc. 2015
Partial Copy Sandbox Partial Copy Sandboxes are intended to be utilized for testing purposes. The purpose of this environment is quality assurance tasks, such as user acceptance testing, regression testing, and training. The limits for this sandbox are 5 GB of files and 5 GB of data. There is also a cost associated with this sandbox, which can be discussed with your Remedyforce sales representative. This sandbox can be refreshed every 5 days. Types of Data and How to Move between Orgs Within Remedyforce, there are different types of data. In order to keep your sandbox environment and production environment in sync, you ll be faced with the task of moving this data between orgs. Based on what it is you want to move, we classify it differently and have different functions on how to move/migrate this data. Understanding the different data types will help later on with how you move/migrate within your orgs. Metadata What is metadata? Metadata lies at the heart of the Force.com platform. The Force.com IDE, Force.com Migration Tool, and the browser-based user interface that you use to add records in your Force.com applications (BMC Remedyforce) are all powered by metadata. There are two different forms of metadata within the Remedyforce environment: 1) metadata that is part of the Remedyforce Managed Package and 2) metadata that is not (custom metadata). Some of the items which are part of the Remedyforce Managed Package, if manipulated or changed, will not necessarily move from your sandbox environment to your production environment because it is part of the Remedyforce Managed Package. This Metadata is restricted from being manipulated by BMC. For example, if you make a change to a field set within your sandbox environment and try to promote it to production, it will not be available because it is restricted by BMC as part of the Managed Package. The other form of metadata is custom metadata. This includes all the custom fields, custom workflows, custom field sets, etc. that could be promoted to your production environment. We will discuss later in this white paper the process to move metadata via change sets. Data In BMC Remedyforce, many of the configurations that are performed within Remedyforce are considered data. This includes Categories, Templates, Service Requests, Impact, Urgency, Priority, Quickviews and others. Sometimes it is not clear to administrators that this data can be moved easily from the sandbox environment to the production environment. Before the Winter 15 release of Remedyforce, administrators would have to either use data loader to export/import this data or recreate it manually. With the Winter 15 release, we now have a Pentaho Migration package that can do this for you. We will discuss later in this white paper the process to move data via the new Pentaho Package. Configuration of your Sandbox The creation of a sandbox is fairly simple and straight-forward. We will walk you through the creation of a Developer sandbox in the steps below: Step 1: Click on Setup > Deploy > Sandboxes Step 2: After you select sandboxes, another screen will which explains the types of sandboxes that are available to your organization. In the screenshot below, you can see that there is only 1 Developer sandbox available for creation. PAGE 2 OF 19 Copyright BMC Software, Inc. 2015
After you select New Sandbox, you will be provided with some information about each of the types of sandboxes. Step 3: Now you will need to Name your sandbox and select Create. The name of the sandbox will be used in the login information for users. For example, the sandbox name below is Sandbox, so the login will be user@company.com.sandbox. After you select create, you will be taken to the screen to show that it is pending creation. PAGE 3 OF 19 Copyright BMC Software, Inc. 2015
Once the sandbox is created, the individual who created the sandbox will receive an email with specific information about the sandbox letting them know that it has been created and ready for use. If you refresh the screen that you were on when creating the sandbox, you will now see that the status is completed and it will give you the ability to login to the sandbox. Again, your login will be user@company.com.sandbox. You will use the same password that you use in your production environment. PAGE 4 OF 19 Copyright BMC Software, Inc. 2015
Partial Copy Sandboxes - Sandbox Template While Partial Copy Sandboxes are not supported or tested with Remedyforce, for those who are using them with Remedyforce, it is recommend while creating the sandbox template that you include all Remedyforce Objects (i.e. BMCServiceDesk_) as well as key Salesforce Objects such as Account, Activity, Approval, Attachment, Contact, Contract, Email Message, Event, Notifications, Sites, Task and User, etc.). PAGE 5 OF 19 Copyright BMC Software, Inc. 2015
Migrating Metadata Moving metadata from the sandbox environment to your production environment is not a complicated process. This is done via Change Sets. You will need to ensure that you have the deployment connection settings to determine which way you would like the migration process to work by going to Setup > Deploy > Deployment Settings. It can go from the production environment to the sandbox environment, from the sandbox environment to the production environment, or it can go bi-directionally. Once you have this connection set up, you will have the ability to move the metadata between environments. Figure 1 - Deployment Connection Outbound Change Sets Outbound Change Sets determine your source metadata that you are looking to migrate. Below is a table of all the available components that you can add to an Outbound Change Set to move from one environment to another. Account Criteria Based Sharing Rule Custom Object Opportunity Owner Sharing Rule Account Owner Sharing Rule Custom Object Criteria Sharing Rule Page Layout Account Territory Owner Sharing Rule Custom Object Owner Sharing Rule Permission Set Action (includes object-oriented quick Custom Report Type Post Templates for Approvals in Chatter actions and global quick actions) Action Link Group Template Custom Setting Queue Reporting Snapshot Dashboard Record Type Apex Class Document Remote Site Apex Sharing Reason Email Template Report Apex Trigger Entitlement Process Role App Entitlement Template S-Control Approval Process (with some restrictions) External Data Source Send Action Assignment Rule Escalation Rule Sharing Set Auth. Provider Field Set Site.com AutoResponse Rule Lightning Page Static resource Button or Link Flow Tab Call Center Folder Territory Campaign Criteria Based Sharing Rule Group User Criteria Based Sharing Rule Campaign Owner Sharing Rule Home Page Component User Membership Based Sharing Rule Case Criteria Based Sharing Rule Home Page Layout Validation Rule Case Owner Sharing Rule Letterhead Visualforce Component Communities (Zones) Language Translation Visualforce Page Compact Layout Lead Criteria Based Sharing Rule Workflow Email Alert Contact Criteria Based Sharing Rule Lead Owner Sharing Rule Workflow Field Update Contact Owner Sharing Rule List View Workflow Outbound Message CORS Whitelist Origin Matching Rule Workflow Rule Custom Data Type Milestone Workflow Task Custom Field Named Credential Workflow Time Trigger Custom Label (Not renamed labels of standard objects. For more information, see Custom Labels Overview.) Opportunity Criteria Based Sharing Rule The main types or components of metadata that you will move from one environment to another are: Custom Fields, Workflow Rules, Workflow Email Alerts, Workflow Field Updates, Workflow Time Triggers, Validation Rules, Custom Labels and Email Templates. PAGE 6 OF 19 Copyright BMC Software, Inc. 2015
The following steps will guide you in creating the change sets: Step 1: Go to Setup >Deploy >Outbound Change Sets and Select New Step 2: Name the Change Set accordingly and select Save. We recommend that you name them based on the component that you are wishing to move to the other environment. Step 3: Now you want to add your Change Set Components that you would like to move. Select Add and you will go to the next screen that allows you to select those components. Step 4: Select the component by hitting the dropdown window at the top of the page. This will allow you to see what is available to be moved based on each component. Select the items you wish to move. You can see here that we are moving custom fields for 5 different objects. Select Add To Change Set once you have all your selections made. PAGE 7 OF 19 Copyright BMC Software, Inc. 2015
Step 5: After you have added all the items, you want to see if there are any dependencies for these items. If there are, you can add them there at this time. An example of a dependency would be an email template for a workflow email alert. Step 6: Once you have check to see if there are any dependencies, you can upload the changes. If you have more than one target organization available, you can select which organization you would like to upload to. Select the Radio Button, then select Upload. PAGE 8 OF 19 Copyright BMC Software, Inc. 2015
Step 7: You will receive a notification that say Your Upload is currently in progress. We ll send you an email when it s complete. This is the email notification you receive once it has been completed. Inbound Change Sets Inbound Change sets are considered your destination data and give you the ability to either Validate or Deploy to the environment to which you are wishing to move. Step 1: To deploy your Inbound Change Set you will need to go to Setup > Deploy > Inbound Change Sets. This will show you what change sets you have available for you to deploy to this environment. It also gives you information about the source organization and who uploaded it as well. Step 2: Click on the name of the Change Set. This will take you into the components of the change set that you wish to deploy to your production environment. Select Deploy once you are sure that these are the components you want to deploy. PAGE 9 OF 19 Copyright BMC Software, Inc. 2015
You will receive a warning about deploying the change set. Select OK. You will then receive another message stating that the change set is deploying. PAGE 10 OF 19 Copyright BMC Software, Inc. 2015
After receiving that message, you will be taken back to the Change Set Detail screen and you will see that the Deployment has started. You can select Deployment Status to see the results. This will provide the results of whether the deployment was successful or if it failed. Once you check the status to make sure it was successful, all of the components that you wanted migrated will be available in the objects in which they were created. Migrating Data Migrating data from your sandbox to production environment (or vice versa) used to be a manual task. With the release of Winter 15, there has been a new feature that has been added to assist with this data migration. Not only can you move it from one environment to another, you can move it from one organization to another. Following is an excerpt from the BMC Remedyforce help files (wiki.remedyforce.com) that explains how to migrate data from one environment to another. Please note additional links to wiki documentation embedded in the instructions. Overview of Pentaho Packages Pentaho packages, provided on the BMC Communities website, enable you to import the following data: Categories Templates Request Definitions Service Level Agreements (SLAs) QuickViews Basic configurations, including: status, impact, urgency, priority PAGE 11 OF 19 Copyright BMC Software, Inc. 2015
Note: If you have different default statuses in your Salesforce organization and migrated organization, after migration, the default status of the migrated organization is retained. If you do not want the default status of the migrated organization, perform one of the following actions: -Before migrating the data, remove the mapping of the BMCServiceDesk defaultstatus c field -After migrating the data, open the default status of the migrated organization and clear the Default Status check box (Remedyforce Administration > Configure Application > Status) The Pentaho packages provided by BMC are created using two types of files, Transformation Files (KJT) and Job Files (KJB). The transformation files contain all the scripts and connection entries and the job files run multiple transformation files. The following table lists folders included in the zip file on the BMC Communities website, the KJB file available in each folder, and the objects that are imported during data import. Folder name KJB file name Objects imported Category CategoryMigrationJob Template Service RequestDefinition SLA TemplateModuleMigration ServiceRequestMigration SLAMigration Category Category types Templates Template Field Info Template Linking Entitlements Fulfillment Inputs Fulfillment Mappings Process Template Request Definition This object stores data that is shown on the General Information tab of a request definition. Agreement This object stores data that is shown on the General Information tab of an SLA. SLA Account Link SLA Relation Service Target Service Target Criteria SLA Milestone SLA Milestone Action PAGE 12 OF 19 Copyright BMC Software, Inc. 2015
QuickView QuickViewMigration QV Folder QV Query QV FolderMapping QV FieldInfo QV Conditions QV FolderAccess QV PageReference QV ObjectFieldMapping QV CalenderView QV ChartView QV FormatRule QV FormatCondition QV FormatAction Table 1 - Pentaho Folders and Files BMC recommends that you import individual KJB files in a specified order. Another KJB file, CombinedJobs.kjb (not listed in the preceding table), is provided to import data in the correct order for all possible configurations. This file is at the same level as the folders. For information about the order in which to import KJB files, see To import data from another Salesforce organization. Before You Begin Before importing data, you should perform the following actions: Action Configure the objectlevel differences Description In the destination organization, configure the object-level differences of the source organization fields. For example, in the source organization, you have added a custom field to the Category object. Add the same custom field to the Category object in the destination organization. Ensure that field types of fields of the object whose data you are importing are same in the source and destination organizations. If you are importing data to or from a sandbox organization, you can deploy these differences by using Salesforce change sets. PAGE 13 OF 19 Copyright BMC Software, Inc. 2015
Tag the records of the objects that you want to import You must select the Tag for Export check box. If this check box is not available on the UI, add the it to one of the field sets of the object. For example, say that you created 20 new categories in your sandbox (the source organization). To import these categories to your production organization (the destination organization), tag them to be imported by using the Tag for Export check box. If you tag records of an object for importing, data of the related objects is also imported. For example, if you have marked Service Level Agreements (SLAs) for importing, data of the related objects, such as Service Target, SLA Milestone, and so on, is also imported. You can tag a record for export in one of the following ways: Open the record, and select the Tag for Export check box. Create a tab for the object whose data you are importing, such as Category. Create a new view, or edit the existing view to include the Tag for Export check box. Edit multiple records, and select this field for all the required records simultaneously. Add or import linked data that is required in the destination organization Mark related records for importing Import data of the custom objects Import data of the Base Elements and Base Relationships objects Register at the BMC Communities website Before you import data, ensure that all the required linked data is present in the destination organization. For example, before importing request definitions, ensure that the services and service offerings are present in the destination organization. To import related records, ensure that you mark the related records for importing; otherwise, they are not imported. For example, if you have marked an agreement for importing, but did not similarly mark related agreements, the related agreements are not imported. If you have used a custom object field in templates, import the data of the custom object by using Data Loader. Use the Data Loader to import the data of these objects. This data ensures that you have all the services and service offerings required to create request definitions. For more information, see the wiki article: Prerequisites for importing data to BMC Remedyforce. Installing the JRE Download the Pentaho Data Integration tool. For more information, see the wiki article: Prerequisites for importing data to BMC Remedyforce. For more information, see the wiki article: Prerequisites for importing data to BMC Remedyforce. To Import Data from another Salesforce Organization Before importing data from another Salesforce organization, perform all of the actions in the document entitled: Before you begin. Best Practices For best results, import data in the following order: 1. Any custom status, urgency, priority, or impact, objects. 2. Category 3. Templates 4. Request Definitions 5. Service Level Agreements 6. QuickViews If you need to reimport data, delete the imported data, and then import it again. If you do not delete the imported data before reimporting it, the next import job will fail. PAGE 14 OF 19 Copyright BMC Software, Inc. 2015
1. Download the Pentaho job files from the BMC Communities page: https://communities.bmc.com/docs/doc-33778. 2. To launch the Pentaho Data Integration tool, in the \pdi-ce-5.0.1.a-stable\data-integration folder, double-click the Spoon.bat file. 3. Open the KJB file for the package that you want to import. For example, to import categories, open the CategoryMigrationJob.kjb file from the Category folder. Note: In the Job properties window of the QuickViews KJB file (QuickViewMigration.kjb), do not change the API versions in the values of the SF_DESTINATION_ORG_APIURL and SF_SOURCE_ORG_APIURL parameters. The package does not work for other API versions. 4. In the KJB file, select Edit > Settings. 5. In the Job Properties window, enter the username and password for the source and destination Salesforce organizations. Note: If your source or destination Salesforce organization is a sandbox, in the API URL of the Salesforce organization, replace www with test. For example, in the https://www.salesforce.com/services/soap/u/25.0 URL, replace www with test. The updated URL is https://test.salesforce.com/services/soap/u/25.0. 6. Click. The following XLS files are created in the folder where you have unzipped the Pentaho packages downloaded from the BMC Communities website: <Object name>collision: Lists the records that already exist in the destination Salesforce organization. <Object name>success: Lists the records that were successfully imported. <Object name>error: Lists the records that were not imported successfully. Note: If you had mapped templates to profiles, the mapping is not imported. After importing data to the new Salesforce organization, you must map the templates and profiles again. SmartSync BETA SmartSync - BETA was introduced in Summer 16 and 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. Instructions for configuring Smart Sync BETA can be found in the Remedyforce Wiki (link below). Remedyforce Wiki - https://docs.bmc.com/docs/display/remforce201701/configuring+smartsync+-+beta PAGE 15 OF 19 Copyright BMC Software, Inc. 2015
In Summary Making sure that you have an environment that you can configure and test new features or functionality is pivotal to ensuring your Remedyforce environment is stable at all times. With the use of sandboxes, you can do all your testing in a separate environment without negatively impacting your production environment and causing issues with your end users. For more information on Remedyforce sandboxes, read the blog post by Joshua Green on Using Remedyforce with Salesforce Sandboxes. BMC Remedyforce has an extremely active user community where you can get answers to additional questions on this topic. We encourage you to take a look at bmc.com/communities. PAGE 16 OF 19 Copyright BMC Software, Inc. 2015
BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business advantage. We have worked with thousands of leading companies to create and deliver powerful IT management services. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization allowing our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and productivity. We believe that technology is the heart of every business, and that IT drives business to the digital age. BMC Bring IT to Life.