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Note This documentation supports the 20.18.01 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

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:

Note

If you have enabled the enhanced profile user interface in your Salesforce organization, the steps to configure permissions for profiles based on Chatter Only license are different. For information about using the Enhanced Profile User Interface, see http://help.salesforce.com/HTViewHelpDoc?id=users_profiles_using_enhanced_ui.htm&language=en_US.

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:

    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
    1.  Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
    2. Click Save. 
      Custom_Object_Permissions.gif 

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:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
    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      : 
      The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
       
    4. Click Save.
  13. Repeat step 1 through step 12 for all profiles with the Chatter Only license.

 

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