Note

   

This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Configuring after installation

This section provides information about tasks the system administrator must perform before using the BMC Remedyforce product.

Mandatory configuration for viewing record attachments

When you attach any file to a record, they are uploaded as attachments. By default, clients can view these attachments. However, in a new organization, because of a particular configuration setting, Salesforce uploads all the attachments as Salesforce files. This setting affects the visibility of files uploaded as attachments and prevents clients from viewing these files.

BMC Remedyforce does not support this Salesforce configuration. To ensure that clients can view the attachments, follow the steps given below to disable this configuration setting:

  1. Navigate to the required path: 

    • For Salesforce Classic, go to Setup > Build > Customize > Salesforce Files > Settings > General Settings.

    • For Salesforce Lightning, go to Setup > Platform Tools > Feature Settings > Salesforce Files > General Settings.

  2. Click Edit.
  3. Clear the Files uploaded to the Attachments related list on records are uploaded as Salesforce Files, not as attachments check box.
  4. Click Save.

Note

Files uploaded prior to enabling this setting are unaffected by this change. However, if you have uploaded any files while this setting was enabled, the clients cannot view these files.

Mandatory configuration for viewing records

Non-administrative users might get the insufficient privileges error while accessing records. For example, non-administrative users might get the error while accessing incident records from Remedyforce Console > My Dashboard. To avoid this error, administrators must enable the BMCServiceDesk__ConsoleRouting Visualforce page for the affected user's profile or permission set from the following paths: 

  • Setup > Administer > Manage Users > Profiles or Setup > Administer > Manage Users > Permission Sets (For Saleforce Classic).
  • Setup > Administration > Users > Profiles or Setup > Administration Users > Permission Sets (For Saleforce Lightning).

Recommended configurations

The following table provides information about the activities that a system administrator must perform to configure BMC Remedyforce after installation.

Activities

Related topics

Configure users

Creating accounts

Adding or editing users

Managing clients and staff members

Assigning permission sets

Best practice

We recommend that you assign out-of-the-box permission sets to the users you set up in your organization.
Configuring user settings
Importing users from an LDAP server
Importing client records by using the Data Loader
Segregating users and configuration data

Queues:

Managing licenses and storage

BMC Remedyforce and Single Sign-On

Configure BMC Remedyforce

Configuring the default business hours and holidays of your organization

Working with actions

Managing categories

Creating category type records

Creating impacts

Creating urgencies

Creating priorities

Creating standard descriptions

Creating status records

Configuring suggested owners

Managing templates

Managing services, agreements, and targets

Managing service request definitions

Managing smart practices content

Customize BMC Remedyforce

General settings for Remedyforce

Configuring Global Search settings

Configuring the Remedyforce Console

Configuring lookup filters for console in BMC Remedyforce

Chatter:

Record assignment:

Configuring service request settings

Configuring service target warning settings

Assigning custom forms to a profile
Configure Self ServiceConfiguring Self Service
Configure mobile applicationsConfiguring Service Desk on Salesforce Mobile App
Configuring Self Service on Salesforce Mobile App
Configure email conversationEnabling staff members to send email messages from a record
Enabling incident creation in BMC Remedyforce by using email messages
Configure knowledge managementConfiguring knowledge articles

Configure workflows and approvals

Configuring workflows

Creating time triggers

Creating an approval process

Configuring service health settingsConfiguring Service Health settings

Configure CI and asset management

Configuring BMC Remedyforce CMDB 2.0

Managing Remedyforce CMDB user permissions

Configure dashboards and reports

Dashboards:

Reports:

QuickViews:


Optional configurations

The following table provides information about optional configuration activities that help you customize BMC Remedyforce as per your business requirements.

Related topics

Getting started with BMC Helix Remedyforce modules

Navigating the Remedyforce Administration tab

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