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Adding or editing users

This topic provides information about adding system administrators and staff members from the Salesforce.com User page. For more information about using the User page to view and manage users, see the Salesforce Help.

Note

BMC recommends that you assign out-of-the-box permission sets to the users you set up in your organization. For more information, see Assigning permission sets.

Before you begin

Before adding users, customize the User page layout to display fields that you must select to grant additional permissions to staff members.

  1. Navigate to Setup > Customize > Users > Page Layouts.
  2. In the User Page Layouts section, in the Action column, click Edit next to the page layout that is assigned to the System Administrator profile.
  3. From the left column in the palette, select Fields.
  4. Drag the ServiceDesk Staff field to the appropriate section on the page layout.
  5. Based on the additional permissions that you want to assign to staff members, drag the following fields to the appropriate section on the page layout.
    • Enable Chat
    • Manage ServiceDesk Staff Member
    • Manage QuickViews
    • Remedyforce Administrator
    • CI Management View
    • Asset Management View
    • Override Blackouts
    For more information about the permissions granted by each field, see Additional permissions for staff members.
  6. Click Save.

Best practice

If you are creating staff members, BMC recommends that you customize the default Salesforce.com User page layout to use the Remedyforce User page layout, which is available when you install the BMC Remedyforce managed package. In the Remedyforce User page layout, the ServiceDesk Staff, Manage ServiceDesk Staff Member, and Manage QuickViews check boxes are available by default in the BMC Remedyforce section.

To add or edit 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. Perform one of the following actions:
    • To add a user, click New User.
    • To edit a user detail, select the check box for the required user record, and click Edit in the Action column.
  4. From the User License list, select the appropriate license.
    The following table provides information about which license and profile you must select for each user type:

    UserLicenseProfile
    System administratorSalesforceSystem Administrator
    StaffSalesforce PlatformServiceDesk Staff
    Change ManagerSalesforce PlatformServiceDesk Change Manager
    Release CoordinatorSalesforce PlatformServiceDesk Change Manager
    Remedyforce AdministratorSalesforce Platform
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    SalesforceAny profile associated with the Salesforce license
  5. From the Role list, select a role for the staff member.
  6. From the Profile list, select the required profile.

    Best practice

    BMC recommends that you use the Client form to add client users. For more information, see Managing clients and staff members.

  7. To designate the user as a BMC Remedyforce staff member, select  the ServiceDesk Staff check box.
    You must also assign the ServiceDesk Staff permission set to the user. For more information, see Assigning permission sets.

    Note

     If you do not select the ServiceDesk Staff check box for staff members, they are not displayed in the Select from Staff window.

  8. Based on the additional permissions that you want to grant to the staff member, select the appropriate fields.
    For more information, see Additional permissions for staff members.

  9. Click Save.

Additional permissions for staff members

You can enable a few staff members to perform additional tasks in BMC Remedyforce based on your requirements. The following table lists the additional permissions that you can assign to staff members and the configurations that you must select to assign each permission.

GoalSelect fieldAdditional information

Enable the staff member to perform administrative tasks in BMC Remedyforce

Note: For information about the additional access that is granted by the Remedyforce Administrator permission set and the limitations of this permission set, see User permissions.

Remedyforce Administrator

Users for whom the Remedyforce Administrator check box is selected can create, edit, and delete custom QuickViews, and copy out-of-the-box QuickViews.

You must also assign the Remedyforce Administrator permission set to the user. For more information, see Assigning permission sets. In the Administrative Permissions section of the user's profile, ensure that the View Setup and Configuration check box is selected.

Note: Select this check box for all the users who will administer BMC Remedyforce. Ensure that you select this check box even if the user profile is System Administrator.

Enable the staff member to create or edit staff member and system administrator records by using the Client formManage ServiceDesk Staff Member

All users who can access the Clients form can view details of staff members. However, only those users for whom the Manage ServiceDesk Staff Member check box is selected can edit the information about staff members and system administrators on the Clients form.

Additionally, the Account field appears as an optional field when you view these staff member records on the Clients form. These staff members can log on to BMC Remedyforce and Self Service.

Enable the staff member to create and manage QuickViews in the Remedyforce ConsoleManage QuickViews

Users for whom the Manage QuickViews check box is selected can see the My QuickViews option, along with the create, edit, copy, and delete icons, in the View menu of the Remedyforce Console. Selecting this check box also displays the copy icon in the Shared QuickViews option in the View menu.

The My QuickViews and Shared QuickViews options are available in the View menu only if you have enabled the dashboard and QuickViews in the Remedyforce Console. For more information, see Enabling My Dashboard and QuickViews in the Remedyforce Console.

Enable the staff member to communicate with Self Service clients and resolve their queries by using chat.Enable Chat

Staff members can create a new incident or link the chat to an existing incident.

You must also perform additional steps to enable a staff member to chat with Self Service clients. For more information, see Configuring BMC Remedyforce Chat.
Enable the staff member to view Configuration Item (CI) classes and manage CIs.CI Management View

Based on the selected Remedyforce CMDB permission from the CI Management View list, staff members can view CI classes on the Remedyforce CMDB tab and manage CIs. By default, system administrators, Remedyforce administrators, and staff members are assigned with the Update and Delete permission. For more information, see Managing Remedyforce CMDB user permissions.

Enable the staff member to view asset classes and manage assets.Asset Management View

Based on the selected Remedyforce CMDB permission from the Asset Management View list, staff members can view asset classes on the Remedyforce CMDB tab and manage assets. By default, system administrators and Remedyforce administrators are assigned with the Update and Delete permission, and staff members are assigned with the Hidden permission. For more information, see Managing Remedyforce CMDB user permissions.

Enable the Change Manager to create emergency change requests during service outages.Override Blackouts

Change Managers can perform the following:

  • Create emergency change requests by overriding service outages which are marked as blackout periods and conflict with selected Scheduled Start and Scheduled End dates of the change requests.

  • Create service outages and mark those as blackout periods by overriding open and active change requests which conflict with the the selected Start Date and End Date of the service outages.

For more information, see Enabling Change Managers to manage emergency change requests and service outages.

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