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
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu select Profiles.
- In the Action column next to the profile with the Chatter Only license, click Edit.
- In the Custom App Settings section, select the Visible check box next to BMC Remedyforce.
- In the Standard Tab Settings section, select Default On for the Chatter tab.
- In the Custom Tab Settings section, select Default On for the Remedyforce Self Service tab.
- For the remaining tabs in the Custom Tab Settings section, select Tab Hidden.
- To grant the required permissions to the profile with the Chatter Only license for custom objects, perform the following actions:
Ensure that the Read check box is selected for the following custom objects:
Agreements
Configuration Item Histories
Process Controls
Agreement Histories
Custom Actions
Request Definitions
Base Elements
Entitlements
SelfService Images
Broadcasts
FAQs
SelfService Themes
Broadcast Account Link
FAQ Categories
Service Targets
Business Services
Fulfillment Inputs
Service Target Criteria
Categories
Fulfillment Mappings
SLA Milestones
Change Assessments
Impacts
SLA Milestone Actions
Change Histories
Incident Histories
SLA Relations
Change Requests
Knowledge Articles
Status
CI Client Link
SYSPopupObject
Urgencies
Temporary Attachment
LinkUnlink histories
- Ensure that the Read and Create check boxes are selected for the following custom objects:
- CustomAttachment
- Quick Links
- Tasks
- 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
- Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
- Click Save.
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
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu select Profiles.
- In the Profile Name column, click the name of the profile with the Chatter Only license.
- For the Home Page Layout in the Standard Object Layouts section, click the View Assignment link.
- Click Edit Assignment.
- Select the required profiles with the Chatter Only license.
- From the Page Layout To Use list, select Remedyforce Client Home.
- Click Save.
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu select Profiles.
- In the Profile Name column, click the name of the profile with the Chatter Only license.
- For the Change Request object in the Custom Object Layouts section, click the View Assignment link.
- Click Edit Assignment.
- Select the required profiles with the Chatter Only license.
- 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. - Click Save.
- For the Incident object in the Custom Object Layouts section, click the View Assignment link.
- Click Edit Assignment.
- Select the required profiles with the Chatter Only license.
- From the Page Layout To Use list, select Remedyforce Incident for Clients Version 1.0.
- 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.
- 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
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu select Profiles.
- In the Profile Name column, click the name of the profile with the Chatter Only license.
- In the Field-Level Security section for the
Change Request
object, click the View link. - Click Edit.
- Ensure that the Read-Only check box is selected for Status, Opened Date, Due Date, and Request Detail fields.
- 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.
- Click Save.
- Click Back to Profile.
- Repeat step 4 through step 9 for the following objects:
- Change Assessment
- Change History
- Incident
- Incident History
- Request Detail
- To enable Apex classes for the profile with the Chatter Only license, perform the following steps:
- In the Enabled Apex Class Access section, click Edit.
In the Available Apex Classes list, select the following Apex classes:
BMCServiceDesk.ACOpRuleJobProcessor
BMCServiceDesk.EmailConversation
ListenerBMCServiceDesk.BMCESApexClass
BMCServiceDesk.EmailCreate
IncidentBMCServiceDesk.BatchBMCCommonCIUpdateLinkTask
BMCServiceDesk.EmailIncident
StatusBMCServiceDesk.BatchCIClientLinkUpdate
BMCServiceDesk.Email
ListenerBMCServiceDesk.BatchCMDBReportGenerator
BMCServiceDesk.GenerateUsage
MetricsBMCServiceDesk.BatchCategorySystemflagUpdate
BMCServiceDesk.GenericEmail
ListenerBMCServiceDesk.BatchCategoryTreeUpdate
BMCServiceDesk.JSRemote
ActionsBMCServiceDesk.BatchIncidentDetailsUpdate
BMCServiceDesk.MilestoneEngine
SchedulerBMCServiceDesk.BatchServiceInstanceUpdate
BMCServiceDesk.Mobile
APIBMCServiceDesk.BatchTaskDetailsUpdate
BMCServiceDesk.Mobile
ConfigurationBMCServiceDesk.CMDBClassAccess
BMCServiceDesk.MobileFAQ
BeanBMCServiceDesk.CMDBGenericRemoting
BMCServiceDesk.Mobile
IncidentBMCServiceDesk.CMDBReportExporter
BMCServiceDesk.Mobile
ResultBMCServiceDesk.CategoryCustomIterable
BMCServiceDesk.PopulateRole
HierarchyBMCServiceDesk.CategoryIterable
BMCServiceDesk.RecordsList
ConBMCServiceDesk.ChangeRequestEmailListener
BMCServiceDesk.SFDC
EncoderBMCServiceDesk.ClientImportsDeleteBatchJob
BMCServiceDesk.SLTBusinessHour
OverrideBMCServiceDesk.ClientInfo
BMCServiceDesk.SSDriver
AccessBMCServiceDesk.CloseIncidentEmailListener
BMCServiceDesk.SSSFSearchResult
BeanBMCServiceDesk.ComposeEmailController
BMCServiceDesk.SiteLogin
ControllerBMCServiceDesk.CreateIncident
BMCServiceDesk.UpdateAccount
BrandingBMCServiceDesk.DBManager
BMCServiceDesk.WebServiceMethods
UtilityBMCServiceDesk.DriverAccess
- To move the selected Visualforce pages from the Available Apex Classes list to the Enabled Apex Classes list, click the right arrow.
- Click Save.
- To enable Visualforce pages for the profile with the Chatter Only license, perform the following actions:
- In the Enabled Visualforce Page Access section, click Edit.
- 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
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:BMCServiceDesk.About
Us
BMCServiceDesk.BroadcastWidget
Page
BMCServiceDesk.CMDBJson
Generator
BMCServiceDesk.FileDownload
Page
BMCServiceDesk.KM_Article
View
BMCServiceDesk.KM_Popular
Articles
BMCServiceDesk.KM_Preview
ArticleBMCServiceDesk.SSMobileForgot
Password
BMCServiceDesk.SSMyCartWidget
Page
BMCServiceDesk.SSMyHelp
Requests
BMCServiceDesk.SSMy
Profile
BMCServiceDesk.SSNoteAttachment
Page
BMCServiceDesk.SSQuickLinks
Popup
BMCServiceDesk.SSQuickLinks
WidgetBMCServiceDesk.SDE
Home
BMCServiceDesk.SSApprovalList
Page
BMCServiceDesk.SSApproval
Process
BMCServiceDesk.SSApproval
Reassign
BMCServiceDesk.SSAttachmentUpload
Complete
BMCServiceDesk.SSBroadcastWidget
Page
BMCServiceDesk.SSBrowse
Page
BMCServiceDesk.StdLayoutCategory
TreeBMCServiceDesk.SS
Redirect
BMCServiceDesk.SSRequestDef
Page
BMCServiceDesk.SSRequestList
Page
BMCServiceDesk.SSSearch
Page
BMCServiceDesk.SSSearchPortlet
Page
BMCServiceDesk.SSServiceRequest
Preview
BMCServiceDesk.SSSite
Login
BMCServiceDesk.SSSite
RegisterBMCServiceDesk.SS
Cart
BMCServiceDesk.SSCategoryGrouping
Page
BMCServiceDesk.SSCategorySearch
Page
BMCServiceDesk.SSChange
Password
BMCServiceDesk.SSChatter
Page
BMCServiceDesk.SSContact
Us
BMCServiceDesk.SSDocumentation
Page
BMCServiceDesk.SSFetchMobile
Config
BMCServiceDesk.SSForgotLogin
InfoBMCServiceDesk.SSTicker
Page
BMCServiceDesk.SSUser
Template
BMCServiceDesk.SS_Contact
Us
BMCServiceDesk.SS_My
Profile
BMCServiceDesk.Search
Page
BMCServiceDesk.SelfServiceCommon
QA
BMCServiceDesk.SelfService
Home
BMCServiceDesk.SelfService
Incident
BMCServiceDesk.SelfServiceIncident
CustomBMCServiceDesk.SS
Incident
BMCServiceDesk.SSIncidentAction
Data
BMCServiceDesk.SSIncident
Custom
BMCServiceDesk.SSIncident
Status
BMCServiceDesk.SSKM_Article
View
BMCServiceDesk.SSLanding
Page
BMCServiceDesk.StdSelfService
HomeBMCServiceDesk.SelfServicePopular
Request
BMCServiceDesk.SelfService
Search
BMCServiceDesk.SelfServiceSettings
Collection
BMCServiceDesk.StageHTMLProvider
Page
BMCServiceDesk.StdChangeHistory
Page
BMCServiceDesk.StdChangeRequestAssignment
PageBMCServiceDesk.StdChangeRequestCategory
Tree
BMCServiceDesk.StdChangeRequest
Extension
BMCServiceDesk.MobileAppIphone
Approvals
BMCServiceDesk.MobileAppIphone
KA
BMCServiceDesk.MobileAppIphone
RDBMCServiceDesk.StdChangeRequest
TickerClick Save.
- Repeat step 1 through step 12 for all profiles with the Chatter Only license.
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