Note

   

This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

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

Getting started with mobile applications

This topic was edited by a BMC Contributor and has not been approved.  More information.


The  Salesforce Mobile App Open link enables users to access applications on mobile devices. If your staff members require to access BMC Helix Remedyforce on the go, you must enable the Service Desk on Salesforce Mobile App. With this mobile application, staff users can perform tasks based on the modules such as Incidents and Tasks. Additionally, they can view the list of open broadcasts and search for knowledge articles. Also, you can configure the Self Service on Salesforce Mobile App (Self Service mobile app), which is for clients. This mobile app makes it easy for Self Service users to navigate and read through the data on their mobile devices thereby facilitating faster review and information update. 

Overview of Service Desk on Salesforce Mobile App for staff users 

With the Service Desk on Salesforce Mobile application, staff users can perform tasks based on the modules such as Incidents and Tasks. Additionally, they can view the list of open broadcasts and search for knowledge articles. Also, in the Service Desk mobile app, the users receive push and in-application notifications (approvals, comments on user posts, and so on) from the Salesforce Mobile App platform. For more information about notifications, see the  Salesforce Help Open link .

Tip

Salesforce1 is now called Salesforce Mobile App. You can download the Salesforce Mobile App from the Apple App Store and the Google Play Store. For information about supported operating systems and devices, see Supported browsers, mobile devices, and integrations


The following video (1:31) explains how staff members can use Remedyforce Mobile App.

 https://youtu.be/bVPnsguWYxE


For incident and task records, the staff users can perform the following tasks:

  • View all records
  • View records assigned to the logged on user's queue
  • View records assigned to the logged on user
  • Create new records 
  • Attach Files - Staff users can attach and view files. They can attach files for new and existing records from the local directory or camera, by clicking the paper clip icon. 
    The file size limit is 100 MB each. For a new record, they can attach maximum five files. For an existing record, there is no restriction on the number of files. Also, all the attachments are saved as Files in Salesforce. 

    Tip

    To attach files (see the paper clip icon), the administrator must enable the setting Upload attachments as Salesforce files from Remedyforce Administration > Application Settings > General Application Settings. Once this setting is enabled, records with attachments will not be displayed. If records contain both attachments and files then only files will be displayed.

    The setting Files uploaded to the Attachments related list on records are uploaded as Salesforce Files, not as attachments under Customize > Salesforce Files > Settings > General Settings will not be honored.


ModuleTasksDescription
IncidentKnowledge SearchLink knowledge articles from the search results to related incidents.

View Action HistoryView the history of actions performed on the incident.

Add Note

Add a note to the incident.

Email

Send an email to the client user.

RespondedRecord the date and time when the staff user has communicated to the client about the issue reported by the client.

Create and Link TaskCreate a new task that gets linked with the incident.

Related CIs and Assets Link or unlink configuration items (CIs) and assets.

CloseClose the incident.

View Files 

View the attached files from Menu > View Files.

This option also allows one to download and delete the attached files.

TaskView Action HistoryView the history of actions performed on the task.

Add Note

Add a note to the task.

Email

Send an email to the client user.

CloseClose the task.

View Files

View the attached files from Menu > View Files.

This option also allows one to download and delete the attached files.


Overview of Self Service on Salesforce Mobile App for client users 

Self Service on Salesforce Mobile App (Self Service mobile app) enables clients to access BMC Remedyforce Self Service on their mobile devices. In the Salesforce Mobile App, clients must click Remedyforce Mobile to access the Self Service mobile app.

The following video (2:06) provides an overview of the Self Service mobile app.

 https://youtu.be/w1bKtYcRdCM


Clients can perform tasks such as submit tickets, request for services, and chat with a staff member to resolve issues. 

The following table lists the modules that the Self Service mobile app supports and the tasks that clients can perform with this mobile app:

ModuleTasks
Tickets
  • Search and view commonly used ticket templates.
  • Submit tickets (for self and on behalf of other users).
  • Filter submitted tickets based on the following options:
    • View (of self and other users)
    • State (All, Open, and Closed)
Service Requests
  • Search and view services.
  • Request a service (for self and on behalf of other users).
  • Filter submitted service requests based on the following options:
    • View (of self and other users)
    • State (All, Open, and Closed)
CIs and Assets
  • View their configuration items (CIs) and assets.
  • For a CI or asset, submit a ticket and view submitted tickets.
BroadcastsView a list of broadcasts.
Knowledge ArticlesSearch for and view BMC Remedyforce knowledge articles.
BMC Remedyforce ChatChat with a staff member to resolve issues.



Related topics

Configuring Self Service on Salesforce Mobile App

Configuring Self Service

Settings for configuring Self Service

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