Configuring BMC Remedyforce and BMC MyIT
After your master subscription application is validated and accepted, configure BMC Remedyforce and the BMC MyIT Administration Console to enable clients to use BMC MyIT.
Before logging on to the BMC MyIT Administration Console, system administrators must enable the API for profiles. For more information about enabling the API for profiles, see Configuring BMC Remedyforce to work with BMC MyIT.
The following topics are provided:
End-to-end process for configuring BMC Remedyforce and BMC MyIT
The following table provides an overview of the actions that you must perform to configure BMC Remedyforce and BMC MyIT.
|Step||Action||For more information|
If you have not already added users in BMC Remedyforce, add or create them.
Note: The users added in BMC Remedyforce can access BMC MyIT by using their client ID and password. To enable clients to log on to BMC MyIT, system administrators must initially log on to the BMC MyIT Administration Console.
If you have not already configured your BMC Remedyforce organization, configure the organization.
Note: To configure your BMC Remedyforce organization for using with BMC MyIT, at a minimum you must configure roles, accounts, categories, status records, impacts, urgencies, priorities, templates, and workflows, and create configuration items.
|3||Configure queues in BMC Remedyforce. Queues are required to configure calendars of staff members in the BMC MyIT Administration Console.||Configuring BMC Remedyforce to work with BMC MyIT|
|4||Create knowledge articles in BMC Remedyforce.||Configuring BMC Remedyforce to work with BMC MyIT|
|5||Configure BMC Remedyforce to create request definitions.||Getting started with service request definitions|
|6||Create request definitions in BMC Remedyforce to enable clients to submit an issue or request a service in BMC MyIT.||Configuring BMC Remedyforce to work with BMC MyIT|
|7||Configure request definitions in the BMC MyIT Administration Console to be shown under the I need something fixed and I need something else sections.||Configuring BMC MyIT to work with BMC Remedyforce|
|8||Configure calendars in the BMC MyIT Administration Console.||Configuring BMC MyIT to work with BMC Remedyforce|
After configuring BMC Remedyforce to use BMC MyIT, do not modify the value of the Client ID field of a client on the Client form in BMC Remedyforce. The client whose record you modify is treated as a new client in BMC MyIT. The requests and appointments created by the client will be lost.
Configuring BMC Remedyforce to work with BMC MyIT
The following table lists the configurations that you must perform in BMC Remedyforce to use BMC MyIT for clients.
|Configuration||Description or procedure|
|Perform post-upgrade procedures|
If you are upgrading from 20.14.01 or earlier and are configuring BMC Remedyforce with BMC MyIT for the first time, you must perform the following procedures. If you are upgrading from 20.14.02 or later but are configuring BMC Remedyforce with BMC MyIT for the first time, skip the following procedures if you had already performed them.
|Enable API for profiles|
Note: If you have selected the Enable Enhanced Profile User Interface check box on the User Interface page (Setup > Customize > User Interface), the steps to enable APIs for profiles are different.
|Create queues||Create a queue that consists of staff members with whom clients can schedule appointments. For more information about creating queues, see Configuring queues. While creating a queue, ensure that you select the |
|Enable Cancelled status for Incident|
To show categories in BMC MyIT, create the required categories. For more information, see Managing categories. Ensure that the following check boxes are selected for the categories that you want to show in BMC MyIT Administration Console:
|Create request definitions|
Prepare a list of top requests and common issues that you want to add. The list will include all problem requests (for common issues shown in the I need something fixed section in BMC MyIT) and other requests (top requests shown in the I need something else section in BMC MyIT). Create request definitions, such as Issue with printer or New Hire Request, on the Remedyforce Administration > Configure Application > Request Definition page.
Note: A maximum of 200 request definitions are shown in BMC MyIT Administration Console. If you do not find a request definition in the list, search for the request definition in the Search text box on the page. For more information, see Creating and configuring an SRD.
While creating a request definition, do not add an input field of type Text Area (Rich).
Note: To enable request definitions with conditional questions to be successfully accessed using BMC MyIT, use only one condition with an equals sign (=) as the operator value. Any additional conditions or other operators are not evaluated and their usage is not supported. To show the request definitions in BMC MyIT, ensure that you configure the Status of the request definitions as Deployed and select the Online and Mobile check boxes. BMC recommends that you use following field types as response types in the request definitions that you want to show in BMC MyIT:
Note: Do not select the Allow Multiple Selection option for a Picklist response type. Clients will be able to select only one item in the field.
To submit a service request for approval, configure approvals for the Incident object in BMC Remedyforce. For more information, see Creating an approval process.
Service requests can be reassigned or recalled from BMC Remedyforce only. Clients will not get these options in BMC MyIT.
|Create and publish knowledge articles|
To show knowledge articles in BMC MyIT, ensure that the Display in Self Service check box is selected for the knowledge articles. Also, only published knowledge articles are shown in BMC MyIT. For more information about creating a knowledge article, see Creating a knowledge article.
To display images that are embedded in a knowledge article, you must
For a custom knowledge article type, only out-of-the-box fields are shown in BMC MyIT.
To configure the BMC Remedyforce Self Service site
To enable permissions for the
To enable permissions for fields of type Rich Text Area for the
Note: If you have selected the Enable Enhanced Profile User Interface check box on the User Interface page (Setup > Customize > User Interface ), the steps to enable profile permissions for the
|Export assets and locations information for Location Management in BMC MyIT|
In the locations and assets reports, ensure that description has less than 255 characters.
Configuring BMC MyIT to work with BMC Remedyforce
To integrate BMC Remedyforce with BMC MyIT, you must configure the BMC MyIT Administration Console. The following table lists the configurations that you must perform in the BMC MyIT Administration Console:
The URL to access the BMC MyIT Administration Console is different for BMC Remedyforce production and sandbox organizations. Use the appropriate URL based on whether you are configuring BMC MyIT OnDemand to work with a BMC Remedyforce production or sandbox organization. Otherwise, a login error message is displayed.
|Configuration||Description or procedure|
|Configure service requests|
For more information, see Categories and requests in the BMC MyIT documentation.
|Configure calendars||To configure a calendar|
For more information, see Setting up calendars for appointments in the BMC MyIT documentation.
|Configuring How-To articles or documents|
In BMC MyIT, BMC Remedyforce knowledge articles are displayed only in the search results. To show a list of documents that will enable clients to find commonly needed information, configure the How-to items.
Import locations and other assets to use location management features in BMC MyIT
Before importing, ensure that description has less than 255 characters.
To import locations
To import assets