Assigning permission sets

Profiles contain basic access rights and permissions for a group of users. Permission sets can be used in addition to profiles to provide additional levels of access and permissions to a user or multiple users. For more information about permission sets, see Salesforce Help.

While installing BMC Remedyforce, if you did not map the profiles of BMC Remedyforce with the profiles of your Salesforce organization, you can use permission sets to provide the required access and permissions to a user based on the required profile. Also, if BMC automatically upgrades your organization, the profile-level permissions are not updated. If you do not want to manually update profile-level permissions, you can assign out-of-the-box BMC Remedyforce permission sets to your users.

The following topics are provided:

Out-of-the-box permission sets

The following table lists the out-of-the-box permission sets that BMC Remedyforce provides. The table also lists the user roles to which you must assign each permission set.

For information about the level of access granted by the permission sets, see User permissions.

Before you begin

Before assigning permission sets to users, ensure that you have done the following:

• Configure the visibility of the BMC Remedyforce application and the required tabs to the user's profile. For more information, see To configure visibility of BMC Remedyforce and tabs for profiles.

• Assign appropriate page layouts to the required profiles:

  Scenario	Action	Reference information
  You are using the Remedyforce Console to manage incidents and other records.	Assign the Remedyforce <Object Name> Console version 1.0 page layout to the Broadcast, Change Request, Incident, Problem, Release, and Task objects. Note: If you are using the standalone consoles to manage incidents and tasks, you must assign the Remedyforce Incident Console version 1.0 page layout to the Incident object and the Remedyforce Task Console version 1.0 page layout to the Task object.	Enabling the Remedyforce Console tab (Step 3) Overview of the Remedyforce Console tab
  You are using the Salesforce page layout to manage incidents and other records.	Assign version 3.0 page layouts to the Broadcast, Change Request, Incident, Problem, and Task objects. Assign version 1.0 page layout to the Release object.	Assigning version 3.0 page layouts to objects Overview of the Salesforce page layout

• (Optional) If you are using the Account Site field on the Accounts form, you must configure its visibility to the required profiles. For more information, see To configure visibility of the Account Site field for profiles.

To configure visibility of BMC Remedyforce and tabs for profiles

If you are using permission sets to provide the required access and permissions to users, you must configure the visibility of the BMC Remedyforce application and the required tabs in the user's profile.

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 of the required profile, click Edit.
4. In the Custom App Settings section, select the Visible check box for BMC Remedyforce.

5. In the Tab Settings section, select Default On for the required tabs.

    Click here to see the tabs that should be visible to the profiles of users based on the permission sets that are assigned.

   Tabs	Required visibility based on the permission set assigned to the users
   	ServiceDesk Staff	ServiceDesk Client	ServiceDesk Change Manager	ServiceDesk Release Coordinator	Remedyforce Administrator
   Remedyforce Console
   Remedyforce Dashboard
   Remedyforce Workspaces
   Remedyforce Administration
   Remedyforce CMDB
   Remedyforce Self Service
   Knowledge Articles
   Reports
   Dashboards
   Chatter
   Alignability

6. Click Save. 

To configure visibility of the Account Site field for profiles

If you are assigning permission sets to profiles and you are using the Account Site field on the Accounts form, you must configure its visibility to the required profiles.

1. Navigate to Setup > Customize > Accounts > Fields.
2. On the Account Fields page, click Account Site.
3. Click View Field Accessibility.
4. For the profiles that need access to the Account Site field, click Hidden in the Field Access column.
5. In the Field-Level Security section, select the Visible check box.
   For more information, see Salesforce Help.
6. Click Save.

To assign a permission set to 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. Click the user to whom you want to assign a permission set.
4. In the Permission Set Assignment section, click Edit Assignment.
   The permission sets available for the license of the selected user are displayed in the Available Permission Sets list.
5. Select the required permission sets in the Available Permission Sets list, and click the right arrow to move the selected permission sets to the Enabled Permission Sets list.

6. Click Save.

To assign a permission set to multiple users

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets.
   Alternatively, navigate to Setup > Manage Users > Permission Sets.
3. In the Permission Set Label column, click the permission set you want to assign to users, such as ServiceDesk Staff .
4. Click Manage Assignments.
5. Click Add Assignments.
6. In the Action column, select the check box for the users to whom you want to assign the permission set.
   To filter the users, create a list view that shows active users with the required profile.

7. Click Assign.