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.

Enabling Service Desk on Salesforce1 Mobile App

Staff members can work with incidents and tasks, and view broadcasts, by using Service Desk on Salesforce1 Mobile App (Service Desk mobile app) with the appropriate settings enabled.


To enable staff members to access the Service Desk mobile app, ensure that the API Enabled check box (Setup > Manage Users > Profiles > Administrative Permissions) is selected for their profile.

To enable the Service Desk mobile app

  1. To enable Salesforce1 for your organization, perform the following actions:
    1. Navigate to Setup > Mobile Administration > Salesforce > Salesforce Settings.
    2. On the Salesforce Settings page, under the Mobile Browser App Settings sectionselect the Enable Salesforce mobile web check box. For more information, see  Control Access to the Salesforce App Open link
    3. Click Save.
  2. To add the Service Desk mobile app, perform the following actions:
    1. Navigate to Setup > Mobile Administration > Salesforce Navigation.
    2. On the Mobile Navigation page, in the Navigation Menu Items section, select Remedyforce Mobile from the Available list and use the right arrow key to move it to the Selected list.

      If you want to set Remedyforce Mobile as the landing application after you log on to Salesforce1, you must keep it at the top of the Selected list. In this case, based on the network bandwidth, when a staff member logs on for the first time, Remedyforce Mobile might take a little longer than usual to load.

      You can customize the landing page for the Salesforce1 platform to display your custom branding. For more information, see Salesforce Help.

    3. Click Save.
  3. To enable Salesforce1 for a user:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Users tile, and from the menu, select Add and Edit User+.
    3. In the Action column, click Edit next to the user name.
    4. In the General Information section, select the Salesforce1 User check box.
    5. Click Save.
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