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    This documentation supports the 20.17.01 version of Remedyforce.

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    This section provides information about tasks that a system administrator must perform to configure and administer BMC Remedyforce.

    Goal

    Additional information

    Importing data and configuration settings from the production org to the sandbox org.Configuring SmartSync - BETA
    Performing most of the tasks to configure and administer BMC Remedyforce and the Self Service module. Navigating the Remedyforce Administration tab
    Creating and managing profiles, permission sets, roles, accounts, and queues.Managing users
    Managing Salesforce and Remedyforce licenses.Managing licenses and storage

    Creating actions, categories, impacts, urgencies, priorities, standard descriptions, status records, suggested owners, and templates.

    Configuring BMC Remedyforce

    Customizing BMC Remedyforce as per your business requirements including configuring Chatter settings, customizing custom setting value, general application settings, global search settings, record assignment settings, service target warning settings, urgency assignment order, logo, defining buttons for custom actions, default landing tab etc.

    Customizing BMC Remedyforce
    Planning, configuring, and implementing BMC Remedyforce CMDB in your organization.Configuring BMC Remedyforce CMDB 2.0
    Creating services, service agreements, and targets using Service Level Management.Managing services, agreements, and targets
    Implementing Service Request Management in BMC Remedyforce.Managing service request definitions
    Creating an approval process for incidents, change requests, and knowledge articles.Managing approvals

    Configuring knowledge articles, including granting permissions, configuring custom article types, fields, etc.

    Configuring knowledge articles
    Managing all records (incidents, service requests, tasks, problems, change requests, releases, and broadcasts) from a single console.Configuring the Remedyforce Console
    Accessing and configuring dashboards and reports in BMC Remedyforce.Configuring dashboards and reports
    Creating and configuring one survey for incidents and one survey for service requests.Configuring surveys
    Configuring objects and accessing objects and settings from the Remedyforce Administration tab.Configuring objects
    Activating and managing the required workflows and other processes.Managing workflows and other processes
    Allowing clients to create and resolve their own incidents and service requests using Self Service.Configuring Self Service
    Enabling users to access BMC Remedyforce and Self Service on mobile devices.Configuring mobile applications
    Configuring email conversation in BMC Remedyforce and using the settings available for email conversation.Enabling staff members to send email messages from a record

    Configuring BMC Remedyforce to create incidents by sending email messages.

    Enabling incident creation in BMC Remedyforce by using email messages
    Configuring BMC Remedyforce modules based on your requirements.Configuring BMC Remedyforce modules
    Configuring the Incident Console and Task Console tabs.Configuring the Incident Console and Task Console tabs

    Configuring the Salesforce page layout based on your requirements including using lookups and searching for page layout, specifying number of records on a page in a lookup, displaying the CI column in a Linked CIs section, customizing forms in Salesforce page layout, providing shortcut to create new records, etc.

    Configuring the Salesforce page layout

    Localizing BMC Remedyforce including identifying deprecated labels, assigning translators, localizing a form, supporting information, Sidebar, QuickViews, CMDB Explorer, error messages, field labels, custom labels, object labels and Self Service, and exporting and importing translation files.

    Localizing BMC Remedyforce

    Using the Data Dictionary to understand the objects and fields from which you can export data from BMC Remedyforce to an external tool, such as a reporting application.

    The Data Dictionary can also be used to plan the import of data from an external tool to BMC Remedyforce.

    BMC Remedyforce Data Dictionary
    Understanding the REST APIs that are exposed by BMC Remedyforce for performing various actions.Remedyforce REST API

    Related topics

    Integrating

    Troubleshooting