Configuring BMC Remedyforce Self Service mobile application
You can allow clients to access BMC Remedyforce mobile application from their mobile devices.
The following topics are provided:
- To enable mobile access of Self Service
- Downloading Self Service for mobile devices
- Logging on to the BMC Remedyforce mobile application
- To manage access rights for the BMC Remedyforce mobile application users
- Displaying fields for approvals in BMC Remedyforce mobile application
- Configuring visibility of options in BMC Remedyforce mobile application
To enable mobile access of Self Service
You can enable clients to access Self Service from their BlackBerry and iPhone mobile devices, for example, iPhone 3G, iPhone 4G, or BlackBerry Smartphone mobile device that is running the BMC Remedyforce application.
Additionally, if you have customized the Service Request form of Self Service, this custom form is not available when you access Self Service from an iPhone 3G, iPhone 4G, or BlackBerry Smartphone mobile device by using the BMC Remedyforce application.
- To enable API for a profile, perform the following actions:
- Navigate to Setup > Manage Users > Profiles.
- On the User Profiles page, click the required profile, such as ServiceDesk Client.
- In the Administrative Permissions section, select the API Enabled check box.
- Click Save.
To configure the Login IP ranges for the user profile, perform the following actions:
- On the User Profiles page, in the Login IP Ranges section, click New.
- Enter the start and end IP addresses of your organization.
- Click Save.
Downloading Self Service for mobile devices
You can download Self Service for mobile devices from the following locations:
BlackBerry – Download the Self Service application from ftp://ftp.bmc.com/pub/Remedyforce/BMCRemedyforce_SelfService_BlackBerry.zip and follow the instructions in the ReadMe.txt file to install the application.
iPhone – Download the Self Service application from http://itunes.apple.com/us/app/bmc-servicedesk-on-force-com/id370543399 and install it on your iPhone.
- Android – Download the Self Service application from Google play store and install it on your mobile device.
BMC recommends that you send an email message with the appropriate URL to your clients so that they can easily copy the URL from their email and paste the URL in the application.
Logging on to the BMC Remedyforce mobile application
To log on to the BMC Remedyforce mobile application, in the Enter the Self Service URL field, type the Self Service Secure URL or the Salesforce URL, and your user ID and password.
To access the BMC Remedyforce mobile application in the iPhone and BlackBerry mobile devices, use the https://login.salesforce.com OR Self Service Secure URL. For Android mobile devices, no URL is required.
To manage access rights for the BMC Remedyforce mobile application users
This section is valid only if the clients are accessing the mobile application from an Android mobile device.
When a client installs the BMC Remedyforce mobile application on an Android mobile device and logs on to the application, BMC Remedyforce Connected Apps is self-authorized and installed for the client profile.
You can install the BMC Remedyforce Connected Apps for other clients and manage the access rights for the mobile application.
- Navigate to Setup > Manage Apps > Connected Apps.
Click BMC Remedyforce.
- Click Edit.
- Enter the required details. For more information about how to edit Connected Apps, see Salesforce Help.
- Click Save.
Displaying fields for approvals in BMC Remedyforce mobile application
This section is valid only if the clients are accessing the mobile application from an Android or Apple iPhone mobile device.
You can add or remove fields to be displayed in the Approvals form in the BMC Remedyforce mobile application by modifying the Mobile Approval Fields field set for Incident or Change Request object. For more information about how to customize a field set, see Customizing-field-sets.
Configuring visibility of options in BMC Remedyforce mobile application
You can configure the options that are displayed in BMC Remedyforce Self Service mobile application. For more information about how to configure the options, see Configuring-Self-Service-tiles.
Tile visibility also depends on feature enablement. However, the Top Requests, Log out, and Help options are always visible in the mobile application.