Configuring BMC Remedyforce and BMC MyIT

After your master subscription application is validated and accepted, configure BMC Remedyforce and the BMC MyIT Administration Console to enable clients to use BMC MyIT.

Important

Before logging on to the BMC MyIT Administration Console, system administrators must enable the API for profiles. For more information about enabling the API for profiles, see Configuring BMC Remedyforce to work with BMC MyIT.

The following topics are provided:

End-to-end process for configuring BMC Remedyforce and BMC MyIT

The following table provides an overview of the actions that you must perform to configure BMC Remedyforce and BMC MyIT.

StepActionFor more information
1

If you have not already added users in BMC Remedyforce, add or create them.

Note: The users added in BMC Remedyforce can access BMC MyIT by using their client ID and password. To enable clients to log on to BMC MyIT, system administrators must initially log on to the BMC MyIT Administration Console.

2

If you have not already configured your BMC Remedyforce organization, configure the organization.

Note: To configure your BMC Remedyforce organization for using with BMC MyIT, at a minimum you must configure roles, accounts, categories, status records, impacts, urgencies, priorities, templates, and workflows, and create configuration items.

3Configure queues in BMC Remedyforce. Queues are required to configure calendars of staff members in the BMC MyIT Administration Console.Configuring BMC Remedyforce to work with BMC MyIT
4Create knowledge articles in BMC Remedyforce.Configuring BMC Remedyforce to work with BMC MyIT
5Configure BMC Remedyforce to create request definitions.Getting started with service request definitions
6Create request definitions in BMC Remedyforce to enable clients to submit an issue or request a service in BMC MyIT.Configuring BMC Remedyforce to work with BMC MyIT
7Configure request definitions in the BMC MyIT Administration Console to be shown under the I need something fixed and I need something else sections.Configuring BMC MyIT to work with BMC Remedyforce
8Configure calendars in the BMC MyIT Administration Console.Configuring BMC MyIT to work with BMC Remedyforce

Important

After configuring BMC Remedyforce to use BMC MyIT, do not modify the value of the Client ID field of a client on the Client form in BMC Remedyforce. The client whose record you modify is treated as a new client in BMC MyIT. The requests and appointments created by the client will be lost.

Configuring BMC Remedyforce to work with BMC MyIT

The following table lists the configurations that you must perform in BMC Remedyforce to use BMC MyIT for clients.

ConfigurationDescription or procedure
Perform post-upgrade procedures

If you are upgrading from 20.14.01 or earlier and are configuring BMC Remedyforce with BMC MyIT for the first time, you must perform the following procedures. If you are upgrading from 20.14.02 or later but are configuring BMC Remedyforce with BMC MyIT for the first time, skip the following procedures if you had already performed them.

  1. Assign permissions of the following BMC MyIT related Apex classes to the ServiceDesk Client, ServiceDesk Staff, ServiceDesk Change Manager, and System Administrator profiles:
    • BMCServiceDesk.REST_MyIT_Approval
    • BMCServiceDesk.REST_MyIT_Category
    • BMCServiceDesk.REST_MyIT_Incident
    • BMCServiceDesk.REST_MyIT_KnowledgeArticle
    • BMCServiceDesk.REST_MyIT_KnowledgeSearch
    • BMCServiceDesk.REST_MyIT_Queue
    • BMCServiceDesk.REST_MyIT_ServiceRequest
    • BMCServiceDesk.REST_MyIT_ServiceRequestDefination
    • BMCServiceDesk.REST_ServiceUtil
  2. Add the MyIT option to the Incident Source field
    1. Navigate to Setup > Create > Objects.
    2. Click Incident.
    3. In the Custom Fields and Relationships section, click Incident Source.
    4. In the Picklist Values section, click New.
    5. Enter MyIT.
      If the MyIT option is already available, skip adding it to the field.
    6. Click Save.
  3. Add the #ExternalId, latitude, and longitude fields to the BMC MyIT reports in BMC Remedyforce:
    1. Click the Reports tab.
    2. From the Folders list, select BMC Remedyforce.
    3. To add the #ExternalId field to the MyIT Point of Interest – Assets report, perform the following actions:
      1. In the Name column, click MyIT Point of Interest – Assets.
      2. Click on Edit next to Filtered By.
      3. Drag the #ExternalId field to the report.
      4. Click Save.
    4. To add the #ExternalId, latitude, and longitude fields to the MyIT Point of Interest – Locations report, perform the following actions:
      1. In the Name column, click MyIT Point of Interest – Locations.
      2. Click on Edit next to Filtered By.
      3. Drag the #ExternalIdlatitude, and longitude fields to the report.
      4. Click Save.
Enable API for profiles
  1. Navigate to Setup > Manage Users > Profiles, and click the ServiceDesk Client profile.
  2. On the Profile Service Desk Client page, click Edit.
  3. In the Administrative Permissions section, select the API Enabled check box.
  4.   Click Save.
  5. Repeat step 1 to step 4 for the ServiceDesk Staff, ServiceDesk Change Manager, System Administrator, and the appropriate custom profiles.

Note: If you have selected the Enable Enhanced Profile User Interface check box on the User Interface page (Setup > Customize > User Interface), the steps to enable APIs for profiles are different.

Create queuesCreate a queue that consists of staff members with whom clients can schedule appointments. For more information about creating queues, see Configuring queues. While creating a queue, ensure that you select the Incident object in the Supported Objects section. You will configure calendars for these queues in the BMC MyIT Administration Console. For more information, see Configuring BMC MyIT to work with BMC Remedyforce.
Enable Cancelled status for Incident
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu, select Status.
  3. Click CANCELLED.
  4. In the Applies To section, select Incidents.
  5. Click .
Create categories

To show categories in BMC MyIT, create the required categories. For more information, see Creating categories. Ensure that the following check boxes are selected for the categories that you want to show in BMC MyIT Administration Console:

  • Available for Service Requests
  • Display in Self Service
Create request definitions

Prepare a list of top requests and common issues that you want to add. The list will include all problem requests (for common issues shown in the I need something fixed section in BMC MyIT) and other requests (top requests shown in the I need something else section in BMC MyIT). Create request definitions, such as Issue with printer or New Hire Request, on the Remedyforce Administration > Configure Application > Request Definition page.

Note: A maximum of 200 request definitions are shown in BMC MyIT Administration Console. If you do not find a request definition in the list, search for the request definition in the Search text box on the page. For more information, see Creating and configuring an SRD.

While creating a request definition, do not add an input field of type Text Area (Rich).

Note: To enable request definitions with conditional questions to be successfully accessed using BMC MyIT, use only one condition with an equals sign (=) as the operator value. Any additional conditions or other operators are not evaluated and their usage is not supported. To show the request definitions in BMC MyIT, ensure that you configure the Status of the request definitions as Deployed and select the Online and Mobile check boxes. BMC recommends that you use following field types as response types in the request definitions that you want to show in BMC MyIT:

  • Check Box
  • Date
  • Date/Time
  • Number
  • Picklist
  • Radio Button
  • Text Area
  • Text Field

Note: Do not select the Allow Multiple Selection option for a Picklist response type. Clients will be able to select only one item in the field.

Create approvals

To submit a service request for approval, configure approvals for the Incident object in BMC Remedyforce. For more information, see Creating an approval process.

Service requests can be reassigned or recalled from BMC Remedyforce only. Clients will not get these options in BMC MyIT.

Create and publish knowledge articles

To show knowledge articles in BMC MyIT, ensure that the Display in Self Service check box is selected for the knowledge articles. Also, only published knowledge articles are shown in BMC MyIT. For more information about creating a knowledge article, see Creating a knowledge article.

To display images that are embedded in a knowledge article, you must configure the BMC Remedyforce Self Service site, enable permissions for the Knowledge Articles object, and enable permissions for fields of type Text Area (Rich) in the Knowledge Articles object.

For a custom knowledge article type, only out-of-the-box fields are shown in BMC MyIT.

To configure the BMC Remedyforce Self Service site

  1. Configure BMC Remedyforce Self Service.
  2. Navigate to Setup > Develop > Sites.
  3. In the Site URL column, copy the Self Service site URL.
  4. Click the Remedyforce Administration tab.
  5. On the Home page, click the Configure Self Service tile, and from the menu, select General Self Service Settings.
  6. In the Site URL of Self Service text box, paste the Self Service URL.
  7. Click .

To enable permissions for the Knowledge Articles object

  1. Navigate to Setup > Develop > Sites.
  2. In the Site Label column, click the label for Self Service.
  3. Click Public Access Setting.
  4. Click Edit.
  5. In the Custom Object Permissions section, for the Knowledge Articles object, select the Read check box.
  6. Click Save.

To enable permissions for fields of type Rich Text Area for the Knowledge Articles object

  1. Navigate to Setup > Develop > Sites.
  2. In the Site Label column, click the label for Self Service.
  3. Click Public Access Setting.
  4. In the Field-Level Security > Custom Field-Level Security section, for the Knowledge Article object, click View.
  5. Click Edit.
  6. Select the Visible check box for all fields of type Rich Text Area, such as Answer, Error, and Keywords.
  7. Click Save.

Note: If you have selected the Enable Enhanced Profile User Interface check box on the User Interface page (Setup > Customize > User Interface ), the steps to enable profile permissions for the Knowledge Articles object are different.

Export assets and locations information for Location Management in BMC MyIT
  1. Click the Reports tab.
  2. From the Folders list, select BMC Remedyforce Reports.
  3. Click MyIT Point of Interest - Assets and MyIT Point of Interest - Locations.
  4. Click Export Details.
    The MyIT Point of Interest - Assets report lists all of the CIs available in the CMDB. To fetch meaningful data from the report, apply filters, such as Class Name equals BMC_ComputerSystem. To apply filters, click Customize. 
  5. From the Export File Format list, select Comma Delimited .csv.
  6. Click Export.

In the locations and assets reports, ensure that description has less than 255 characters.

Configuring BMC MyIT to work with BMC Remedyforce

To integrate BMC Remedyforce with BMC MyIT, you must configure the BMC MyIT Administration Console. The following table lists the configurations that you must perform in the BMC MyIT Administration Console:

Note

The URL to access the BMC MyIT Administration Console is different for BMC Remedyforce production and sandbox organizations. Use the appropriate URL based on whether you are configuring BMC MyIT OnDemand to work with a BMC Remedyforce production or sandbox organization. Otherwise, a login error message is displayed.

ConfigurationDescription or procedure
Configure service requests
  1. In the BMC MyIT Administration Console, click Service Requests.
  2. Click Configure.
  3. From the SRD Categories list, select a category.
  4. From the Available Requests list, select a request definition.
    Maximum of 200 request definitions are shown. 
  5. (Optional) To choose an icon for the request, click Change.
  6. To show request definitions as other requests (I need something else) instead of the default problem requests (I need something fixed), in the Type field, select the Other option.
  7. Click Save Request.

For more information, see Categories and requests in the BMC MyIT documentation.

Configure calendarsTo configure a calendar
  1. In the BMC MyIT Administrator Console, click Help Desk.
  2. Click Calendar Configuration.
  3. Click Add Calendar.
  4. In the Name field, enter a name for the calendar.
  5. In the Associated Location field, select the location of the appointment.
  6. In the Default Room field, enter the name of the room in which the client will meet the staff member for the appointment.
  7. In the Assigned Group field, select the queue that you have configured for the calendar.
  8. Enter other information about the calendar.
    For more information, see  Setting up calendars for appointments in the BMC MyIT documentation.
  9. Click Create.


To configure the availability of a calendar:

  1. In the BMC MyIT Administrator Console, click Help Desk.
  2. Click Availability Calendar.
  3. From the Calendar list, select the calendar for which you want to set the availability.
  4. Set the availability of staff members in the queue.

For more information, see Setting up calendars for appointments in the BMC MyIT documentation.

Configuring How-To articles or documents

In BMC MyIT, BMC Remedyforce knowledge articles are displayed only in the search results. To show a list of documents that will enable clients to find commonly needed information, configure the How-to items.

Import locations and other assets to use location management features in BMC MyIT

Before importing, ensure that description has less than 255 characters.

To import locations

  1. On the Location Management tab, select Locations > CSV Import.
  2. Select the CSV file exported from BMC Remedyforce, and click Import.
    Your location names are uploaded into BMC MyIT. After importing the location report, add the timezone values to the imported locations manually.

To import assets

  1.  On the Location Management tab, select Assets > CSV Import.
  2. Select the CSV file exported from BMC Remedyforce, and click Import.
    Your assets are uploaded into BMC MyIT.

For more information, see Setting up locations and Adding assets in the BMC MyIT documentation.

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