Assigning permission sets

Profiles contain basic access rights and permissions for a group of users. Permission sets can be used in addition to profiles to provide additional levels of access and permissions to a user or multiple users. For more information about permission sets, see Salesforce Help.

While installing BMC Remedyforce, if you did not map the profiles of BMC Remedyforce with the profiles of your Salesforce organization, you can use permission sets to provide the required access and permissions to a user based on the required profile. Also, if BMC automatically upgrades your organization, the profile-level permissions are not updated. If you do not want to manually update profile-level permissions, you can assign out-of-the-box BMC Remedyforce permission sets to your users.

The following topics are provided:

Best practice

BMC recommends that you assign out-of-the-box permission sets to the users you set up in your organization.

Out-of-the-box permission sets

The following table lists the out-of-the-box permission sets that BMC Remedyforce provides. The table also lists the user roles to which you must assign each permission set.

Permission set	User role
ServiceDesk Client	Self Service client
ServiceDesk Staff	Staff member
ServiceDesk Change Manager	Change manager Change initiator Change coordinator
ServiceDesk Release Coordinator	Release owner Release manager Release approver Note: The ServiceDesk Release Coordinator permission set includes only the permissions that are specific to the Release module. You must assign this permission set to release owners, release managers, and release coordinators in addition to the ServiceDesk Staff or ServiceDesk Change Manager permission set.
Remedyforce Administrator	Staff member who can perform administrative tasks in BMC Remedyforce System administrator

For information about the level of access granted by the permission sets, see User permissions.

Important

BMC recommends that you do not clone the out-of-the-box permission sets because these permission sets get updated with access to new pages, tabs, fields, and so when you upgrade to later versions of BMC Remedyforce. If you need to grant additional permissions to users, create a new permission set with the additional permissions and assign the newly created permission set and the required out-of-the-box permission set to the users. For example, if you need to give additional access to staff members, create a permission set with those additional permissions and assign the ServiceDesk Staff permission set and the newly created permission set to your staff members.

Before you begin

Before assigning permission sets to users, ensure that you have done the following:

Configure the visibility of the BMC Remedyforce application and the required tabs to the user's profile. For more information, see To configure visibility of BMC Remedyforce and tabs for profiles.

Assign appropriate page layouts to the required profiles:

Scenario Action Reference information

You are using the Remedyforce Console to manage incidents and other records.

Assign the Remedyforce <Object Name> Console version 1.0 page layout to the Broadcast, Change Request, Incident, Problem, Release, and Task objects.

Note: If you are using the standalone consoles to manage incidents and tasks, you must assign the Remedyforce Incident Console version 1.0 page layout to the Incident object and the Remedyforce Task Console version 1.0 page layout to the Task object.

Enabling the Remedyforce Console tab (Step 3)

Overview of the Remedyforce Console tab

You are using the Salesforce page layout to manage incidents and other records.

Assign version 3.0 page layouts to the Broadcast, Change Request, Incident, Problem, and Task objects. Assign version 1.0 page layout to the Release object.

Assigning version 3.0 page layouts to objects

Overview of the Salesforce page layout

(Optional) If you are using the Account Site field on the Accounts form, you must configure its visibility to the required profiles. For more information, see To configure visibility of the Account Site field for profiles.

To configure visibility of BMC Remedyforce and tabs for profiles

If you are using permission sets to provide the required access and permissions to users, you must configure the visibility of the BMC Remedyforce application and the required tabs in the user's profile.

Click the Remedyforce Administration tab.
On the Home page, click the Manage Users tile, and from the menu select Profiles.
In the Action column of the required profile, click Edit.
In the Custom App Settings section, select the Visible check box for BMC Remedyforce.

In the Tab Settings section, select Default On for the required tabs.

Click here to see the tabs that should be visible to the profiles of users based on the permission sets that are assigned.

Tabs	Required visibility based on the permission set assigned to the users
	ServiceDesk Staff	ServiceDesk Client	ServiceDesk Change Manager	ServiceDesk Release Coordinator	Remedyforce Administrator
Remedyforce Console
Remedyforce Dashboard
Remedyforce Workspaces
Remedyforce Administration
Remedyforce CMDB
Remedyforce Self Service
Knowledge Articles
Reports
Dashboards
Chatter
Alignability

Click Save.

To configure visibility of the Account Site field for profiles

If you are assigning permission sets to profiles and you are using the Account Site field on the Accounts form, you must configure its visibility to the required profiles.

Navigate to the required path:
- For Salesforce Classic, go to Setup > Build > Customize > Accounts > Fields.
- For Salesforce Lightning, go to Setup > Platform Tools > Objects and Fields > Object Manager > Account > Fields & Relationships.
On the Account Fields page, click Account Site.
Click View Field Accessibility.
For the profiles that need access to the Account Site field, click Hidden in the Field Access column.
In the Field-Level Security section, select the Visible check box.
For more information, see Salesforce Help.
Click Save.

To assign a permission set to a user

Click the Remedyforce Administration tab.
On the Home page, click the Manage Users tile, and from the menu select Add and Edit User.
Click the user to whom you want to assign a permission set.
In the Permission Set Assignment section, click Edit Assignment.
The permission sets available for the license of the selected user are displayed in the Available Permission Sets list.
Select the required permission sets in the Available Permission Sets list, and click the right arrow to move the selected permission sets to the Enabled Permission Sets list.
Click Save.

To assign a permission set to multiple users

Click the Remedyforce Administration tab.
On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets.
Alternatively, navigate to the required path:
- For Salesforce Classic, go to Setup > Administer > Manage Users > Permission Sets.
- For Salesforce Lightning, go to Setup > Administration > Users > Permission Sets.
In the Permission Set Label column, click the permission set you want to assign to users, such as ServiceDesk Staff .
Click Manage Assignments.
Click Add Assignments.
In the Action column, select the check box for the users to whom you want to assign the permission set.
To filter the users, create a list view that shows active users with the required profile.
Click Assign.

Video

Watch the following video (2:48) to know how to update the Permissions Sets to Use Edit Self Service Users

https://youtu.be/coJ74sGcuWM