Configuring Appointment and Event Creation
To ensure that Events and Appointments are properly synched to Salesforce, you must configure the GBL025 setting in Salesforce. This setting defines how the value of the Salesforce Event Object field in the Appointment and Event objects in Service Board is auto-populated during initial sync, and also determines whether records are synced to Salesforce Event or ServiceMax Event records on the Salesforce side.
If GBL025 is set to the default value of Salesforce Event, Appointments and Events created in Service Board map to Salesforce calendar events when synchronized to Salesforce in all cases where assignees are Salesforce licensed users and the duration is not longer than 14 days. ServiceMax Event records are created in cases where assignees are not linked to Salesforce user accounts. If GBL025 is set to ServiceMax Event, all Appointments and Events created in Service Board map to ServiceMax Event records when synchronized to Salesforce.
During data sync, when GBL025 is set to Salesforce Event:
• Events or Appointments created with assigned Resources that are linked to Salesforce user accounts are synced to the Salesforce Events table.
• Events or Appointments created with assigned Resources that are not linked to Salesforce user accounts are synced to the ServiceMax Events table.
• If Events or Appointments are reassigned from Resources that are linked to Salesforce user accounts to Resources that are not linked to Salesforce user accounts, current Salesforce Event records are deleted and new ServiceMax Event records are created.
• If Appointments are reassigned from Resources that are not linked to Salesforce user accounts to Resources that are linked to Salesforce user accounts, current ServiceMax Event records are deleted and new Salesforce Event records are created.
• If Events are reassigned from Resources that are not linked to Salesforce user accounts to Resources that are linked to Salesforce user accounts, current ServiceMax Event records are retained, and the assignee is updated.
• When users try to create Events or Appointments longer than 14 days, a validation error message is generated and no records are created.
When GBL025 is set to ServiceMax Event, all Appointment and Event records created in Service Board map to ServiceMax Events.
To configure Appointment and Event creation:
1. In Salesforce Classic, on the ServiceMax Setup page, in the App Administration node, click Configuration Profiles, and then in the Org-wide Configuration Settings area, edit Custom Org Profile.
2. On the Edit Configuration Profile page, in the Enter Values for Settings area, in the Select Module list, click Common, and then in the Select Submodule list, click Global Settings.
3. In the Setting List area, to the left of the GBL025 setting, click Edit, and then in the Setting Values dialog box, in the Choose Option list, click an option.
4. Click Save, and then in Max Designer, on the Developer Tools (
) launchpad menu, click Initial Sync Actions.
) launchpad menu, click Initial Sync Actions.5. In the list view, click Initial Sync GBL025 Setting, and then on the record page, in the top right corner, on the Options menu, click Run Initial Sync.
 | • The GBL025 setting cannot be manually set in Service Board. To ensure that the setting is configured to the same value in Service Board and Salesforce, you must run this initial sync action to synchronize the value from Salesforce. • The Initial Sync GBL025 Setting initial sync action must be run when new Service Board tenants are implemented, and is active by default so that it runs automatically when initial sync is triggered. • Whenever you update the GBL025 setting in Salesforce, you must manually trigger the Initial Sync GBL025 Setting initial sync action to synchronize changes to Service Board. |
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