Configuring BMC Remedyforce for Salesforce Lightning Experience

Remedyforce now supports and works in the new Salesforce Lightning Experience.

Lightning Experience supports only the following Remedyforce tabs:

Knowledge Articles
Remedyforce Self Service 3.0
Remedyforce Workspaces
Remedyforce Administration
Remedyforce CMDB
Remedyforce Console
Getting Started
Remedyforce Marketplace
Remedyforce Service Health
Remedyforce Dashboard

Refer the following sections for configuring Remedyforce for Lightning Experience.

Before you begin

Ensure that you have already turned on the Salesforce Lightning Experience in your organization and have assigned the appropriate permissions. For more information, see Salesforce Help.

Prerequisite

You must setup domain for your organization. For more information, see My Domain.

To configure BMC Remedyforce Lightning

From Lightning, click the Setup gear iconand then select Setup Home.
In Quick Find, type App. From the search results, click App Manager.
Click New Lightning App and enter a name for your app and provide the description. For example, Remedyforce Lightning.
Upload an image of your choice (For example, your company logo) and set the Primary Color Hex Value (for example, your company’s primary color) and click Next.
Click Next.
Select the tabs you want to make available.
Note
The Tab accessibility can be managed at the Profile or Permission Set Level.
Click Next.
Assign the profiles that should have access to this app. For example, ServiceDesk System Administrator, ServiceDesk Staff, and the ServiceDesk Change Manager.

The app that works in the Salesforce Lightning Experience is now ready with your logo and color scheme.

Note

BMC recommends that you test the above procedure under various profiles. For example, typically for the staff member, the Remedyforce Administration tab is set to Hidden. Verify this after you create the Lightning app and then make it available to your staff members.

Caveats for the Salesforce Lightning Experience

The following Standard Layouts are not supported in Salesforce Lightning Experience:
- Incidents or Service Requests
- Tasks
- Releases
- Problems
- Change Requests
- Broadcasts
The Walkthrough and the SelfHelp flows on the Getting Started and Remedyforce Administration tabs respectively are not supported in Salesforce Lightning Experience.
Remedyforce for Lightning Experience is not supported on Microsoft Internet Explorer 11. If any issues are found, the issues will not be resolved. However, you can use other browsers such as Microsoft Edge and and Google Chrome. In case you have opted for Extended use of Microsoft Internet Explorer 11 with Lightning Experience under Setup > Security > Session Settings, it is still not recommended to run Remedyforce on Explorer 11 because of security compromises and performance issues.
You might experience unpredictable behavior if you switch back and forth from Classic to Lightning. For such instances, it is recommended that you log out of the session and log on again.
While creating an incident from Chatter in Lightning Experience, you cannot attach more than one file.
When you navigate to Remedyforce Administration > Manage Users > Clients and click any client, the Client page is displayed. On this page, click an incident record from the Support Information section. The incident opens in Remedyforce Console. However, the Remedyforce Console tab is not highlighted.
In Salesforce Lightning Experience, you can link the recently viewed records with a post or a comment that you are sharing from Chatter. To know how to link a record, see Salesforce help. This feature is not supported when sharing a post or writing a comment from the Details tab of Remedyforce Console in Salesforce Lightning Experience.