Architecture
BMC Helix Remedyforce is a 100% cloud-based application that resides on a web server, which allows for high availability of your IT Service Management environment. You can access the application from anywhere within an organization via the Internet, using a standard web browser. BMC Helix Remedyforce is hosted on the Force.com platform.
The following image shows the architecture of BMC Helix Remedyforce followed by description about the components.
Component | Description |
|---|---|
Salesforce.com Platform | BMC Helix Remedyforce is hosted on the Salesforce.com platform. |
Force.com Database | Salesforce secured storage database. |
Mobile | Salesforce Mobile app used by staff or client users to access BMC Helix Remedyforce. |
Email Listeners | Email Listeners Services are used to support incident by email, email conversation, and so on. |
Web Interface | Visual force pages and Lightning components are used for providing the web interface for BMC Helix Remedyforce. |
Web Services | SOAP, REST APIs, Bulk to access the BMC Helix Remedyforce application and its objects. |
| Mobile Users | Users who access the BMC Helix Remedyforce application through a mobile device. They can either use Self Service Mobile App or Analyst App. |
| Web Users | Users who access the BMC Helix Remedyforce application using a web browser. |
| External applications | On-prem or cloud applications that integrate with BMC Helix Remedyforce. |
Data is hosted in the cloud. For this reason, the amount of data that you can store within the cloud is limited. You must check your subscription for the limits.
You can customize the interface through easy-to-use web administration tools with no additional programming. You can authenticate through the Force.com platform to the domain (if using LDAP) or directly to the Salesforce.com instance. Users are then authenticated to BMC Helix Remedyforce with the proper role and automatically assigned the correct preferences and permissions within the system.
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