Managing clients and staff members

This topic provides information about creating two different types of users in BMC Remedyforce. You can define clients who can contact the service desk when they face an interruption to or reduction in the quality of services. You can also create staff members who attend to the incidents and service requests. Clients and staff members are together referred to as users in this topic.

The Client list view also includes users who are created during self-registration in Self Service. For these clients, the Account field is a mandatory field on the Clients form. These clients can log on to Self Service only.

The following topics are provided:

To create or edit clients and staff members

Based on your business requirements, you might want to populate additional out-of-the-box or custom fields while creating or editing clients and staff members. In this case, you can enable users of specific profiles to use the custom Client form. 

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Clients.
   The Clients option is also available in the Configuration list on the Remedyforce Workspaces tab.
3. On the Clients tab, perform one of the following actions:
   
   • To create a new client or staff members, click .
   • From the Clients list view, click the client or staff member that you want to edit.
4. Enter details about the client. For more information, see Fields on the default and custom Client forms.
   If the custom Client form is assigned to your profile, populate additional fields on the custom Client form.
5. Click .

After you have created the client, you can manage supporting information for clients. You can also use the Client form to assign permission sets to an existing client or staff member.

Fields on the default and custom Client forms

The following table describes the fields that are available by default on the Client form.

Additional fields on the custom Client form

The following table describes a few additional fields that can be added to the custom Client form. Based on your requirements, you can assign the custom Client form to profiles.

Considerations for creating clients with the Customer Portal Manager licenses

The Customer Portal Manager licenses have been discontinued and might not be available in your Salesforce organization. However, if you create clients with the Customer Portal Manager Custom, Customer Portal Manager, or Customer Portal Manager Standard licenses, consider the following points:

• If you create a client by using the Customer Portal Manager licenses, ensure that the Customer Portal settings are enabled in Salesforce. For more information about Customer Portal, see Salesforce Help.
• The clients whose license is Customer Portal Manager, Customer Portal Manager Standard, or Customer Portal Manager Custom can log on to Self Service by using the URL of the Self Service.

• If you create a client by using the Customer Portal Manager licenses, the Account and Role fields are required.

• If you select Customer Portal Manager as the user license, the following roles are provided for each account to establish a hierarchy:
  • <Account name> Customer Executive: A client with this role is at the highest level in the role hierarchy. This role enables you to view the incidents that you create and those that users with < Account name > Customer Manager and <Account name > Customer Users roles under you in the same account create. You can update and close incidents on behalf of the users at levels below you.
  • <Account name> Customer Manager: A client with this role is at a level under the user with customer executive role and above the users with Customer User role in the same account. This role enables you to view the incidents that you create and those that users with Customer User role in the same account create. You can update and close incidents on behalf of the users at the level below you.
  • <Account name> Customer User: A client with this role is at the lowest level in the role hierarchy. This role enables you to view only the incidents that you create.
  When you create a client by using the Customer Portal Manager Custom, Customer Portal Manager, or Customer Portal Manager Standard licenses, for the first time for an account, role is not displayed. If there is no user in the selected account, the client is assigned the <Account name> Customer User role by default. You can edit the client details to update the role.

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To assign permission sets to a client or staff member

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Clients.
   The Clients option is also available in the Configuration list on the Remedyforce Workspaces tab.
3. From the list of clients and staff members, select the client or staff member to whom you want to assign permission sets.
4. On the Client form, click .
5. To assign permission sets to the selected client or staff member, in the Manage User Permission Sets window, perform the following actions:
   1. From the Available User Permission Sets list, select the permission sets that you want to assign.
   2. Click the right arrow to move the selected permission sets to the Selected User Permission Sets list.
   3. Perform one of the following actions:
      
      • To save your settings, click Apply.
      • To save your settings and close the Manage User Permission Sets window, click OK.

   Consider the following points about assigning permission sets to the selected client or staff member:

   • The Remedyforce Administrator permission set cannot be assigned to clients or staff members from the Client form.
     For information about assigning the Remedyforce Administrator permission set, see Adding or editing users.
   • If a permission set grants View All access to any Salesforce standard or custom object, you cannot assign that permission set to clients whose license is Customer Portal Manager Custom.
     For example, the ServiceDesk Staff and ServiceDesk Change Manager permission sets grant View All access to the Knowledge Article object. You cannot assign these two permission sets to clients whose license is Customer Portal Manager Custom.
6. To save your changes to the client record, click .

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To manage supporting information for clients

In the Supporting Information section of the Client form, you can create and manage supporting information for clients. Open the client record for which you want to manage supporting information and perform the actions listed in the following table:

To configure tab visibility for client users

If you have created a client user and assigned Salesforce or Salesforce Platform user license, the Dashboard and Reports tab are shown to such clients when they log on to Self Service using the http://www.login.salesforce.com URL. Therefore, you must hide these tabs from being displayed to clients.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
3. In the Action column for the profile that you have selected for the client, click Edit.
4. In the Tab Settings section, select Tab Hidden for the Dashboard and Reports tabs.
5. Ensure that Default On is selected for the Remedyforce Self Service and Chatter tabs.
6. Ensure that Tab Hidden is selected for all other tabs.
7. Click Save.
   When clients log on to http://www.login.salesforce.com, they view the Home, Chatter, and Remedyforce Self Service tabs.

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To make a client or staff member record inactive

Based on your requirements, you can mark an existing client or staff member record as inactive. For example, if the client is no longer associated with the account, you might have to make this client record inactive.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Clients.
   The Clients option is also available in the Configuration list in the Remedyforce Workspaces tab.
3. From the list of clients and staff members, select the record that you want to designate as inactive.
4. On the Client form, select the Inactive check box.
5. Click .

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To assign the custom Client form to profiles

Based on your business requirements, you might want to populate additional fields while creating or editing clients and staff members. In this case, you can assign a custom Client form to specific profiles. You can add custom and additional out-of-the-box fields on the User object to the custom Client form.

To enable users of a profile to use the custom Client form, perform the following actions:

1. To add out-of-the-box or custom fields to the Client form, perform the following actions:
   1. Click the Remedyforce Administration tab.
   2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
   3. On the Create and Edit Objects page, from the Object list, select User.
   4. Click Field Sets.
   5. On the User Field Sets page, in the Action column next to the Main Panel field set, click Edit.
   6. Drag the appropriate fields to the In the Field Set list.
      For example, the Business Hours field is not available by default in the Main Panel field set. To display the Business Hours field on the custom Client form, you must drag the field to the In the Field Set list.
   7. Click Save.
2. To assign the custom Client page to specific profiles, perform the following actions:
   1. Click the Remedyforce Administration tab.
   2. On the Home page, click the Application Settings tile, and from the menu, select Form Assignment.
   3. From the Assign Form Without Field Sets list, select the profiles to which you want to assign the custom form, such as System Administrator, and click the right arrow.
   4. Click .

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To enable other license types to create clients

If you have installed BMC Remedyforce for the first time, by default, the Salesforce Platform, Salesforce, and Customer Portal Manager Custom options are shown in the User License field on the Client form. The Customer Portal Manager Custom license is being discontinued and might not be available in your Salesforce organization. 

To display other license types in the User License field, perform the following actions:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
3. In the Action column of Remedyforce Portal Licenses, click Manage.
4. Click New.
5. In the Name field, enter a number that is not already used in the list.
6. In the Value field, enter the license that you want to add to the User License field.
7. Click Save.

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To configure the fields shown in the Users window

The fields that are shown in the Users window are configured in the Column Header field set of the Users object. The Users window is shown when users are selecting clients. For example, when they are selecting a client in the Remedyforce Console > Incidents/Service Requests or Remedyforce Console > Tasks tabs.

1. Navigate to the required path:
   • For Classic environment, go to Setup > Build > Customize > Users > Field Sets.
   • For Classic environment, go to Setup > Platform Tools > Objects and Fields > Object Manager > User > Fields Sets.
2. In the Action column beside Column Headers, click Edit.
3. Drag the field that you want to show in the Users window.
4. (Optional) To remove a field from the Users window, hover over the field, and click .
5. Click Save.

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To restrict staff members from creating or editing client records

Staff members can view, create, and edit client records from the Remedyforce Workspaces tab. To restrict staff members from creating and editing client records, you must change the default value of the custom setting Enforce User object Security in Clients form and set the value to True.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
3. On the Custom Settings page, in the Action column for Remedyforce Settings, click Manage.
4. On the Remedyforce Settings page, click Edit for EnforceUserObjSecurityInRFClientForm.
5. In the value field, enter True, and click Save.

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To reset the Salesforce organization password of other users

A Remedyforce administrator can change the Salesforce organization password of other users. A system administrator must select the Allow password reset in Remedyforce and Remedyforce administrator check boxes on the User Edit form to delegate the password reset task to a Remedyforce administrator.

If the Allow password reset in Remedyforce check box is not visible on the User Edit form, a system administrator must add it to the User layout.

To reset the password of a user, perform the following steps:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Clients.
   The Clients option is also available in the Configuration list on the Remedyforce Workspaces tab.
3. From the list of clients and staff members, select the record for which you want to reset the password.

4. Click Reset Password. 

   Important

   • A Remedyforce administrator can reset the password of all users except for inactive users, system administrators, and clients that have profiles with modify all permission. 

   • A Remedyforce administrator can reset the password of users in a Salesforce environment that uses Single Sign On authentication. It is still possible for users to log on with their Single Sign On credentials rather than the reset password. 

   • While creating a new user, the Reset password button is not displayed on the Client form. The Reset password button is displayed on the Client form after creating a user. 

   
   
   An email is sent to the corresponding client. The client can reset the password by clicking the link in the email. 
   

   After resetting the Salesforce org password, a new security token is emailed to a client if one is configured.

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