Enabling the Self Service mobile application on the Salesforce1 platform

This topic explains the settings that you can enable for using the Self Service mobile application on the Salesforce1 platform.

Overview

Clients must use the Remedyforce Mobile tab to access the Self Service mobile application on the Salesforce1 platform.

Enabling Salesforce1 for your organization

1. Navigate to Setup > Mobile Administration > Salesforce1 > Settings.
2. On the Salesforce1 settings page, select the Enable the Salesforce1 mobile browser app check box.
3. Click Save.

Adding the Self Service mobile application to the Salesforce1 platform

1. Navigate to Setup > Mobile Administration > Mobile Navigation.

2. On the Navigation Menu Item page, from the Available list. select the following options and use the right arrow key to move them to the Selected list:

   • Remedyforce Mobile (for clients)

   • Self Service Mobile: Preview (for administrators to check what the client will see in the application)

3. Click Save.

Enabling Salesforce1 for a client

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Add and Edit User.
3. In the Action column, click Edit next to the user name.
4. In the General Information section (User Layout) or the User Detail section (Remedyforce User), select the Salesforce1 User check box.

5. Click Save.
   
   

   Important

   To enable clients to see the Self Service mobile application, in addition to the above, make sure that the following check boxes are unchecked:

   • Under Setup > Administration Setup > Manage Users > Users:
     • Remedyforce Administrator (to provide additional administrator permission)
     • ServiceDesk Staff
   • Under Setup > Administration Setup > Manage Users > Profiles:
     • Modify All Data

   If any of the above check boxes are selected, the BMC Remedyforce Mobile application for staff members will be visible.

   Also, make sure that the API Enabled check box (Setup > Manage Users > Profiles > Administrative Permissions) is selected for their profile.

Making the Remedyforce Mobile tab visible to clients

1. Navigate to Setup > Administration Setup > Manage Users > Profiles.
2. Edit the profile that you have assigned to your client and under Custom Tab Settings, for the Remedyforce Mobile option, select Default On from the drop-down menu.
3. Click Save.

Alternatively, you can follow the procedure given below:

1. Navigate to Setup > Administration Setup > Manage Users > Permission Sets.
2. Create a new permission set or clone an existing permission set:
   1. Rename the permission set and click Save.
   2. Open the newly created permission set and under Apps, go to Object Settings.
   3. Click Remedyforce Mobile and then click Edit.
   4. Under Tab Settings, check the Available and Visible check boxes.
3. Go to Manage Users > Users and select the required user.
4. Click Permission Set Assignments and then click Edit Assignments.
5. Select the permission set that you created in step 2 and then, using the arrow key, add it to Enabled Permission Sets.
6. Click Save.

Making the Self Service Mobile: Preview tab visible to administrators

This procedure applies only if you are upgrading from BMC Remedyforce 20.15.02 or earlier.

1. Navigate to Setup > Administration Setup > Manage Users > Profiles.
2. Click Edit for the System Administrator profile and under Custom Tab Settings, for the Self Service Mobile: Preview option, select Default On from the drop-down menu.
3. Click Save.

Related topic

Considerations for configuring the Self Service mobile application on Salesforce1 platform