Performing the installation
Before you install the
BMC Helix Remedyforce
managed package, you must set up the required profiles and assign a role to the system administrator. For more information see, Setting up the required profiles and Assigning a role to the system administrator.To install the managed package
- In a browser, open http://appexchange.salesforce.com.
- In the Appexchange search bar, type Remedyforce and click Search.
Click the
BMC Helix Remedyforce
application and then click More.
- On the Remedyforce- ITIL Service Management & Help Desk page, click Get It Now.
- Select the I have read and agree to the terms and conditions check box and click Install from provider's site.
- Click I am not a Remedyforce customer and I want to try Remedyforce.
- In the Are you an existing Salesforce customer section, select the appropriate option.
- Perform one of the following actions:
- To install on a production organization, click Production.
To install on a sandbox organization, click Sandbox.
- On the Log In page, log on to your Salesforce.com organization as a user with administrative permissions.
In the Install BMC Remedyforce - IT Help Desk section, select Install for Specific Profiles.
This option enables you to configure the access level for custom profiles in your Salesforce organization based on the out-of-the-box access levels provided byBMC Helix Remedyforce
.- In the Select Specific Profiles section, perform the following actions:
- For the ServiceDesk Change Manager profile, from the Access Level list, select ServiceDesk Change Manager.
- For all ServiceDesk Client profiles, from the Access Level list, select ServiceDesk Client.
- For the ServiceDesk Staff profile, from the Access Level list, select ServiceDesk Staff.
For the rest of the profiles, leave the default value of No Access.
Click Install.
When the installation is complete, you receive five email messages, one from Salesforce and others fromBMC Helix Remedyforce
.If the installation is successful, you can begin using the application. If you have received failure notification, contact BMC Support for next steps. In case of a failure, the Salesforce organization is rolled back to the previous state.
After installation, select
BMC Helix Remedyforce
from the Application option and navigate to the Remedyforce Administration > Application Settings > General Application Settings page, and restart the milestone processor by clicking the Stop Milestone Processor button and then clicking the Start Milestone Processor button.
- (Optional) After installation, perform the following steps to clear the Allow Activities check box for the
BMC Helix Remedyforce
objects that you do not want to show in the Salesforce Task object list:- Navigate to the required path:
For Salesforce Classic, go to Setup > Build > Create > Objects.
For Salesforce Lightning, go to Setup > Objects and Fields > Object Manager. In the Label column, click the required
BMC Helix Remedyforce
object from the following list:- Business Service
- Change Request Service Target
- Incident
- Incident Service Target
- IPX Connectivity Network
- Request Detail
- Request Detail Inputs
- Click Edit.
- In the Optional Features section, clear the Allow Activities check box.
- Click Save.
- Repeat step b to step e for the other
BMC Helix Remedyforce
objects that you do not want to show in the Salesforce Task object list.
- Navigate to the required path: