Note

 

This documentation supports the 20.16.01 version of Remedyforce.

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

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:

Best practice

BMC recommends that you assign out-of-the-box permission sets to the users you set up in your organization.

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.

Permission setUser role
ServiceDesk ClientSelf Service client
ServiceDesk StaffStaff member
ServiceDesk Change Manager
  • Change manager
  • Change initiator
  • Change coordinator
ServiceDesk Release Coordinator
  • Release owner
  • Release manager
  • Release approver

Note: The ServiceDesk Release Coordinator permission set includes only the permissions that are specific to the Release module. You must assign this permission set to release owners, release managers, and release coordinators in addition to the ServiceDesk Staff or ServiceDesk Change Manager permission set.

Remedyforce Administrator
  • Staff member who can perform administrative tasks in BMC Remedyforce
  • System administrator

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

Important

BMC recommends that you do not clone the out-of-the-box permission sets because these permission sets get updated with access to new pages, tabs, fields, and so when you upgrade to later versions of BMC Remedyforce. If you need to grant additional permissions to users, create a new permission set with the additional permissions and assign the newly created permission set and the required out-of-the-box permission set to the users. For example, if you need to give additional access to staff members, create a permission set with those additional permissions and assign the ServiceDesk Staff permission set and the newly created permission set to your staff members. 

Before you begin

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

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.
    TabsRequired visibility based on the permission set assigned to the users
     ServiceDesk StaffServiceDesk ClientServiceDesk Change ManagerServiceDesk Release CoordinatorRemedyforce Administrator
    Remedyforce Console(tick) (tick)(tick)(tick)
    Remedyforce Dashboard(tick) (tick) (tick)
    Remedyforce Workspaces(tick) (tick) (tick)
    Remedyforce Administration    (tick)
    Remedyforce CMDB(tick) (tick) (tick)
    Remedyforce Self Service (tick)  (tick)
    Knowledge Articles(tick) (tick) (tick)
    Reports(tick) (tick) (tick)
    Dashboards(tick) (tick) (tick)
    Chatter(tick)(tick)(tick)(tick)(tick)
    Alignability(tick) (tick)(tick)(tick)
  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.

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