Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Configuring objects

The following topics are provided:

The following table lists commonly used objects in BMC Remedyforce and the settings you can access for each from the Remedyforce Administration tab:

ObjectsSettings
  • Base Element
  • Broadcast
  • Change Request
  • Incident
  • Problem
  • Release
  • Task
  • Custom Fields and Relationships
  • Validation Rules
  • Field Sets
  • Object Limits
Account and User
  • Fields
  • Page Layouts
  • Validation Rules
  • Field Sets
  • Limit

You can also access the Custom Objects page where a list of all custom objects is provided.

Note

To access the Custom Object page for an object, first configure a remote site.

To configure an object

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
    If you are accessing the Create and Edit Objects option for the first time, you must create a remote site setting to access the objects list.
  3. (For the first time users only) To create a remote site, perform the following actions:
    1. Copy the value provided for Remote Site URL.
    2. Click Salesforce Remote Site Settings.
    3. On the All Remote Sites page, click New Remote Site.
    4. In the Remote Site Name field, enter a name of the remote site.
    5. In the Remote Site URL field, paste the URL that you copied on the Create and Edit Objects page.
    6. Click Save.
    7. Navigate back to the Remedyforce Administration tab, and close the Create and Edit Objects page.
    8. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  4. From the Object list, select the required object.
    To go to the Custom Objects page that lists all custom objects, select the All Custom Objects option.
  5. For the selected object, click the required setting.
    After you configure the remote site, to enable the staff members to create custom list view on the Remedyforce Console tab, you must reopen the Manage Objects tab on the Remedyforce Administration tab.

To add a custom object

  1. From the Object list, select All Custom Objects.
  2. On the Custom Objects page, click New Custom Object.
  3. Enter the required details and click Save.

Note

  • BMC recommends that the Object Name of any custom objects that you create should not be identical to the Object Name of BMC Remedyforce objects.
  • When you edit the fields for a custom object, note that the Time BETA field is not supported currently.

To add permissions for adding, editing, or deleting a CI on a change request record

To add, edit, or delete a CI on a change request record, complete the following steps:

  1. Navigate to Setup > Create > Objects.
  2. Select Change CI Link.
  3. Select Configuration Item from the Custom Field & Relationships section.
  4. On the Custom Field Definition Edit page, select Read Only: Allows users with at least Read access to the Master record to create, edit, or delete related Detail records check box.

To provide permission required by users for adding actions on records

The default setting for relationship of action history objects is such that to add a new action, users need to have at least the Read access on the parent record.

Consider the following scenarios if Read Only access is configured in action history object relationship setting:

  • For locked records, staff and client users can add the actions.
  • For Read access to an incident or service request from sharing rules, users will be able to add actions.
  • For change requests when the org wide default is set as Public Read, a change manager having Read access to change requests can add actions.

To restrict this behavior and to provide your business users with the Edit access to the record for adding actions, follow the steps below.

  1. Go to Setup > Objects.
  2. Click Incident History.
  3. From the Custom Fields & Relationships section, go to the Master-Detail Incident field and click Edit.
  4. On the Edit page, go to the Master-Detail option section.
  5. For Sharing Setting option, select the Read/Write option.
  6. Click Save.

Perform these same steps for the history objects where you want to change the access level.

Note that, after this change, to add a new action, a note, or to send an email in the Action History for all console objectsusers need Read/Write access for the parent record. If they do not have Read/Write access to the parent record, they will not be able to add the action and may see an error.

Considerations

  • If you are using a Customer Portal License for clients, then ensure that when you define a custom object, the object is available for the Customer Portal user.
  • Ensure that the object has the Read-only permission for the client profile. For more information, see  Configuring object-level permission for a lookup field 


Was this page helpful? Yes No Submitting... Thank you

Comments