Note

 

This documentation supports the 20.17.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

If you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you must perform a few minimum post-upgrade procedures after your organization is upgraded to version 20.17.01 (Winter 17) of BMC Remedyforce. However, if you are using out-of-the-box BMC Remedyforce permission sets to manage permissions for your users, you can skip these procedures.

Note

For the complete list of new or updated profile-level permissions in the Winter 17 release, see 20.17.01 profile-level permissions. For the complete list of procedures that you must perform to enable new features that are delivered in the BMC Remedyforce Winter 17 release, see Enabling new features in 20.17.01.

Important

If you are using the latest Pentaho packages with the BMC Remedyforce Winter 17 release, you must provide the following permissions to the Source field in the Base Element object for the Pentaho packages to work successfully with profiles:

  • ServiceDesk Client—Read
  • ServiceDesk Staff—Edit
  • ServiceDesk Change Manager—Edit
  • System Administrator—Edit

For more information, see 20.17.01 profile-level permissions.

Enabling customization in the Remedyforce list view columns

After upgrading to the Winter 17 release, you must manually configure permissions for customizing the Remedyforce list view columns; otherwise an error message is displayed when system administrators, change managers, or staff members click Sort and order columns to display in the list view in the Remedyforce Console.

To enable Console View Customization in Remedyforce Console

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

  1. Navigate to Setup > Manage Users > Profiles.
  2. Click the System Administrator profile.
  3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
  4. In the Visualforce Page Access section, click Edit.
  5. From the Available Visualforce Pages list, select the BMCServiceDesk.ConsoleViewConfiguration Visualforce page.

  6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

  7. Click Save.
  8. Repeat step 2 to step 7 for the following profiles:
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Enabling Activity Feed or SmartView in Remedyforce Console

After upgrading to the Winter 17 release, you must manually enable Activity Feed or SmartView; otherwise an error message is displayed when system administrators, change managers, or staff members click Activity Feed or SmartView in the Remedyforce Console. 

To enable Activity Feed or SmartView in Remedyforce Console

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

  1. Navigate to Setup > Manage Users > Profiles.
  2. Click the System Administrator profile.
  3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
  4. In the Visualforce Page Access section, click Edit.
  5. From the Available Visualforce Pages list, select the BMCServiceDesk.DeepView Visualforce page.

  6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

  7. Click Save.
  8. Repeat step 2 to step 7 for the following profiles:
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Related topics

Self-upgrading by installing the managed package

Verifying the self-upgrade or automatic upgrade of your organization

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