Configuring permissions for profiles based on Chatter Only license

During the package installation, you cannot assign the ServiceDesk Client level of access to Chatter Only (also known as Chatter Plus) profiles. You must configure the ServiceDesk Client permissions for the Chatter Only (also known as Chatter Plus) profiles after you complete the installation.

The following topics are provided:

To configure permissions for profiles with the Chatter Only license

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
3. In the Action column next to the profile with the Chatter Only license, click Edit.
4. In the Custom App Settings section, select the Visible check box next to BMC Remedyforce.
5. In the Standard Tab Settings section, select Default On for the Chatter tab.
6. In the Custom Tab Settings section, select Default On for the Remedyforce Self Service tab.
7. For the remaining tabs in the Custom Tab Settings section, select Tab Hidden.
8. To grant the required permissions to the profile with the Chatter Only license for custom objects, perform the following actions:

   1. Ensure that the Read check box is selected for the following custom objects:

      Agreements	Configuration Item Histories	Process Controls
      Agreement Histories	Custom Actions	Request Definitions
      Base Elements	Entitlements	SelfService Images
      Broadcasts	FAQs	SelfService Themes
      Broadcast Account Link	FAQ Categories	Service Targets
      Business Services	Fulfillment Inputs	Service Target Criteria
      Categories	Fulfillment Mappings	SLA Milestones
      Change Assessments	Impacts	SLA Milestone Actions
      Change Histories	Incident Histories	SLA Relations
      Change Requests	Knowledge Articles	Status
      CI Client Link	SYSPopupObject	Urgencies
      Temporary Attachment	LinkUnlink histories

   2. Ensure that the Read and Create check boxes are selected for the following custom objects:
      • CustomAttachment
      • Quick Links
      • Tasks
   3. Ensure that the Read, Create, and Edit check boxes are selected for the following custom objects:
      • Change Request Service Targets
      • Incidents
      • Incident Service Targets
      • Knowledge Feedback
      • Knowledge Incident Links
      • Request Details
      • Request Detail Inputs
      • SLA Milestone Change Transactions
      • SLA Milestone Incident Transactions
        
   4. Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
   5. Click Save. 
       

After you configure permissions for profiles, you must assign the correct layouts to the profile with the Chatter Only license.

To assign the correct layouts to the profile with Chatter Only license

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
3. In the Profile Name column, click the name of the profile with the Chatter Only license.
4. For the Home Page Layout in the Standard Object Layouts section, click the View Assignment link.
5. Click Edit Assignment.
6. Select the required profiles with the Chatter Only license.
7. From the Page Layout To Use list, select Remedyforce Client Home.
8. Click Save.
9. Click the Remedyforce Administration tab.
10. On the Home page, click the Manage Users tile, and from the menu select Profiles.
11. In the Profile Name column, click the name of the profile with the Chatter Only license.
12. For the Change Request object in the Custom Object Layouts section, click the View Assignment link.
13. Click Edit Assignment.
14. Select the required profiles with the Chatter Only license.
15. From the Page Layout To Use list, select Remedyforce Change for Clients Version 1.0.
    To view the details of the change request that is sent for approval to users of this profile, you must assign the Remedyforce Change for Clients Version 1.0 page layout. After viewing the details of the change request, the user can approve or reject the change request.
16. Click Save.
17. For the Incident object in the Custom Object Layouts section, click the View Assignment link.
18. Click Edit Assignment.
19. Select the required profiles with the Chatter Only license.
20. From the Page Layout To Use list, select Remedyforce Incident for Clients Version 1.0.
21. With this layout, users of this profile can log on by using the https://login.salesforce.com URL. Users can access the Home and Self Service tabs. If chatter is enabled in the Salesforce organization, they can access the Chatter tab too. Users can also follow an incident by clicking the Follow link for the incident record from the Home tab. If the user is assigned as an Approver in an approval process, the user can approve change requests and incidents from the Home tab. In the Recent Items component of the Sidebar, users can view new incidents. However, these users cannot edit these incidents.
22. Click Save.
    You must configure the field-level security for the profile with the Chatter Only license.

To configure the field-level security for the profile with the Chatter Only license

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
3. In the Profile Name column, click the name of the profile with the Chatter Only license.
4. In the Field-Level Security section for the Change Request object, click the View link.
5. Click Edit.
6. Ensure that the Read-Only check box is selected for Status, Opened Date, Due Date, and Request Detail fields.
7. For other fields, configure the appropriate field-level security to control access to fields according to your requirements. If you select the Visibl e check box, the clients are able to view and edit the field. If you select the Visible and Read- Only check boxes, the clients are able to only view the field. If the Visible and Read- Only check boxes are not selected, the field is not displayed.
8. Click Save.
9. Click Back to Profile.
10. Repeat step 4 through step 9 for the following objects:
    • Change Assessment
    • Change History
    • Incident
    • Incident History
    • Request Detail
11. To enable Apex classes for the profile with the Chatter Only license, perform the following steps:
    1. In the Enabled Apex Class Access section, click Edit.

    2. In the Available Apex Classes list, select the following Apex classes:

       BMCServiceDesk.ACOpRuleJobProcessor	BMCServiceDesk.EmailConversation Listener
       BMCServiceDesk.BMCESApexClass	BMCServiceDesk.EmailCreate Incident
       BMCServiceDesk.BatchBMCCommonCIUpdateLinkTask	BMCServiceDesk.EmailIncident Status
       BMCServiceDesk.BatchCIClientLinkUpdate	BMCServiceDesk.Email Listener
       BMCServiceDesk.BatchCMDBReportGenerator	BMCServiceDesk.GenerateUsage Metrics
       BMCServiceDesk.BatchCategorySystemflagUpdate	BMCServiceDesk.GenericEmail Listener
       BMCServiceDesk.BatchCategoryTreeUpdate	BMCServiceDesk.JSRemote Actions
       BMCServiceDesk.BatchIncidentDetailsUpdate	BMCServiceDesk.MilestoneEngine Scheduler
       BMCServiceDesk.BatchServiceInstanceUpdate	BMCServiceDesk.Mobile API
       BMCServiceDesk.BatchTaskDetailsUpdate	BMCServiceDesk.Mobile Configuration
       BMCServiceDesk.CMDBClassAccess	BMCServiceDesk.MobileFAQ Bean
       BMCServiceDesk.CMDBGenericRemoting	BMCServiceDesk.Mobile Incident
       BMCServiceDesk.CMDBReportExporter	BMCServiceDesk.Mobile Result
       BMCServiceDesk.CategoryCustomIterable	BMCServiceDesk.PopulateRole Hierarchy
       BMCServiceDesk.CategoryIterable	BMCServiceDesk.RecordsList Con
       BMCServiceDesk.ChangeRequestEmailListener	BMCServiceDesk.SFDC Encoder
       BMCServiceDesk.ClientImportsDeleteBatchJob	BMCServiceDesk.SLTBusinessHour Override
       BMCServiceDesk.ClientInfo	BMCServiceDesk.SSDriver Access
       BMCServiceDesk.CloseIncidentEmailListener	BMCServiceDesk.SSSFSearchResult Bean
       BMCServiceDesk.ComposeEmailController	BMCServiceDesk.SiteLogin Controller
       BMCServiceDesk.CreateIncident	BMCServiceDesk.UpdateAccount Branding
       BMCServiceDesk.DBManager	BMCServiceDesk.WebServiceMethods Utility
       BMCServiceDesk.DriverAccess

    3. To move the selected Visualforce pages from the Available Apex Classes list to the Enabled Apex Classes list, click the right arrow.
    4. Click Save.
12. To enable Visualforce pages for the profile with the Chatter Only license, perform the following actions:
    1. In the Enabled Visualforce Page Access section, click Edit.
    2. To make the Visualforce pages accessible in addition to the list of pages already enabled, in the Available Visualforce Pages list, select the following Visualforce pages:
       • BMCServiceDesk.BroadcastWidgetPage
       • BMCServiceDesk.CMDBJsonGenerator
       • BMCServiceDesk.StdLayoutCategoryTree
       • BMCServiceDesk.MobileAppIphoneApprovals
       • BMCServiceDesk.MobileAppIphoneKA
       • BMCServiceDesk.MobileAppIphoneRD
       • BMCServiceDesk.SearchAndLink

    3. To move the selected Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list, click the right arrow.
       The Enabled Visualforce Pages list must contain the following Visualforce pages after you perform step c: 
       

       BMCServiceDesk.About Us BMCServiceDesk.BroadcastWidget Page BMCServiceDesk.CMDBJson Generator BMCServiceDesk.FileDownload Page BMCServiceDesk.KM_Article View BMCServiceDesk.KM_Popular Articles BMCServiceDesk.KM_Preview Article	BMCServiceDesk.SSMobileForgot Password BMCServiceDesk.SSMyCartWidget Page BMCServiceDesk.SSMyHelp Requests BMCServiceDesk.SSMy Profile BMCServiceDesk.SSNoteAttachment Page BMCServiceDesk.SSQuickLinks Popup BMCServiceDesk.SSQuickLinks Widget
       BMCServiceDesk.SDE Home BMCServiceDesk.SSApprovalList Page BMCServiceDesk.SSApproval Process BMCServiceDesk.SSApproval Reassign BMCServiceDesk.SSAttachmentUpload Complete BMCServiceDesk.SSBroadcastWidget Page BMCServiceDesk.SSBrowse Page BMCServiceDesk.StdLayoutCategory Tree	BMCServiceDesk.SS Redirect BMCServiceDesk.SSRequestDef Page BMCServiceDesk.SSRequestList Page BMCServiceDesk.SSSearch Page BMCServiceDesk.SSSearchPortlet Page BMCServiceDesk.SSServiceRequest Preview BMCServiceDesk.SSSite Login BMCServiceDesk.SSSite Register
       BMCServiceDesk.SS Cart BMCServiceDesk.SSCategoryGrouping Page BMCServiceDesk.SSCategorySearch Page BMCServiceDesk.SSChange Password BMCServiceDesk.SSChatter Page BMCServiceDesk.SSContact Us BMCServiceDesk.SSDocumentation Page BMCServiceDesk.SSFetchMobile Config BMCServiceDesk.SSForgotLogin Info	BMCServiceDesk.SSTicker Page BMCServiceDesk.SSUser Template BMCServiceDesk.SS_Contact Us BMCServiceDesk.SS_My Profile BMCServiceDesk.Search Page BMCServiceDesk.SelfServiceCommon QA BMCServiceDesk.SelfService Home BMCServiceDesk.SelfService Incident BMCServiceDesk.SelfServiceIncident Custom
       BMCServiceDesk.SS Incident BMCServiceDesk.SSIncidentAction Data BMCServiceDesk.SSIncident Custom BMCServiceDesk.SSIncident Status BMCServiceDesk.SSKM_Article View BMCServiceDesk.SSLanding Page BMCServiceDesk.StdSelfService Home	BMCServiceDesk.SelfServicePopular Request BMCServiceDesk.SelfService Search BMCServiceDesk.SelfServiceSettings Collection BMCServiceDesk.StageHTMLProvider Page BMCServiceDesk.StdChangeHistory Page BMCServiceDesk.StdChangeRequestAssignment Page
       BMCServiceDesk.StdChangeRequestCategory Tree BMCServiceDesk.StdChangeRequest Extension BMCServiceDesk.MobileAppIphone Approvals BMCServiceDesk.MobileAppIphone KA BMCServiceDesk.MobileAppIphone RD	BMCServiceDesk.StdChangeRequest Ticker

        

    4.   Click Save.

13. Repeat step 1 through step 12 for all profiles with the Chatter Only license.