Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Configuring BMC Remedyforce Self Service mobile application

You can allow clients to access BMC Remedyforce mobile application from their mobile devices.

Note

Single sign-on (SSO) with native Self Service applications on iOS and Blackberry devices is not supported. However, SSO is supported with Andriod Self Service mobile application.

The following topics are provided:

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.

  1. To enable API for a profile, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
    2. On the User Profiles page, click the required profile, such as ServiceDesk Client.
    3. In the Administrative Permissions section, select the API Enabled check box.
    4. Click Save.
  2. To configure the Login IP ranges for the user profile, perform the following actions:
    1. On the User Profiles page, in the Login IP Ranges section, click New.
    2. Enter the start and end IP addresses of your organization.
    3. Click Save.

    Note

    You must send the Secure Web Address of the site you have configured for Self Service to your Self Service users. Self Service users can access Self Service from their BlackBerry and iPhone mobile devices by using the Secure Web Address only. They cannot access Self Service by using the Default Web Address of the site you have configured for Self Service. You can retrieve the Secure Web Address by navigating to Setup > Develop > Sites and copying the Secure Web Address in the SiteDetail section.

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.

  1. Navigate to Setup > Manage Apps > Connected Apps.
  2. Click BMC Remedyforce.

    Note

    BMC Remedyforce is available in the list of Connected Apps only if one or more clients have installed the BMC Remedyforce mobile application on an Android mobile device and logged on to the application.

  3. Click Edit.
  4. Enter the required details. For more information about how to edit Connected Apps, see Salesforce Help.
  5. 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.

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