Note

 

This documentation supports the 20.18.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Preparing for installation

Only system administrators can install BMC Remedyforce in an existing Salesforce organization. Before you install, perform the following actions:

Setting up the required profiles

Before you install the managed package, you must create the profiles listed in the following table:

ProfileDescription
ServiceDesk Staff

This profile is assigned to users who are responsible for resolving requests from clients. 

ServiceDesk Client

This profile is assigned to users who typically contact the Service Desk requesting help or a service. For example, someone in Sales calls the Service Desk in order to have a new laptop configured.

ServiceDesk Change Manager

This profile is assigned to users who manage Change Management within BMC Remedyforce.

Important

For all the profiles that you create to access BMC Remedyforce (that also have Salesforce user license), ensure that for each profile, the View Setup and Configuration check box in the Administrative Permissions section is selected.

To set up the required profiles

  1. To create the ServiceDesk Staff profile, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.

    2. In the Profile Name column, click the Standard Platform User profile.
      The details of the Standard Platform User profile are displayed.

    3. Click Clone.
    4. In the Profile Name field, type ServiceDesk Staff.

    5. Click Save.
  2. To create the ServiceDesk Client profile, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.
    2. In the Profile Name column, click the Standard Platform User profile.
      The details of the Standard Platform User profile are displayed. You can also clone profiles with the Salesforce and Chatter Only licenses. Chatter Only is available only if the Chatter Only license is provisioned for your Salesforce organization.
    3. Click Clone.
    4. In the Profile Name field, type ServiceDesk Client.
    5. Click Save.
  3. To create the ServiceDesk Change Manager profile, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.
    2. In the Profile Name column, click the Standard Platform User profile.
      The details of the Standard Platform User profile are displayed.
    3. Click Clone.
    4. In the Profile Name field, type ServiceDesk Change Manager.

    5. Click Save.

Assigning a role to the system administrator

You must associate your user account to a role in your Salesforce.com organization.

Note

If your Salesforce.com organization does not have roles, create the required roles. For more information about creating a role, see the Salesforce Help.

To assign a role to the system administrator

  1. Navigate to Setup > Manage Users > Users.
  2. In the Action column, click Edit for the system administrator.
  3. In the General Information section, from the Role list, select a role.

  4. Click Save.

    Note

    When you create a client and associate a BMC Remedyforce organization with the client, the Main Contact (owner) of the BMC Remedyforce organization must have a role in the Salesforce.com role hierarchy of the organization.

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