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.

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

  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 next to the profile with the Chatter Only license, click Edit.
  4. In the Custom App Settings section, select the Visible check box next to BMC Remedyforce.
  5. In the Standard Tab Settings section, select Default On for the Chatter tab.
  6. In the Custom Tab Settings section, select Default On for the Remedyforce Self Service tab.
  7. For the remaining tabs in the Custom Tab Settings section, select Tab Hidden.
  8. To grant the required permissions to the profile with the Chatter Only license for custom objects, perform the following actions:
    1. 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

    2. Ensure that the Read and Create check boxes are selected for the following custom objects:
      • CustomAttachment
      • Quick Links
      • Tasks
    3. 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
    4. Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
    5. 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

  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 Profile Name column, click the name of the profile with the Chatter Only license.
  4. For the Home Page Layout in the Standard Object Layouts section, click the View Assignment link.
  5. Click Edit Assignment.
  6. Select the required profiles with the Chatter Only license.
  7. From the Page Layout To Use list, select Remedyforce Client Home.
  8. Click Save.
  9. Click the Remedyforce Administration tab.
  10. On the Home page, click the Manage Users tile, and from the menu select Profiles.
  11. In the Profile Name column, click the name of the profile with the Chatter Only license.
  12. For the Change Request object in the Custom Object Layouts section, click the View Assignment link.
  13. Click Edit Assignment.
  14. Select the required profiles with the Chatter Only license.
  15. 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.
  16. Click Save.
  17. For the Incident object in the Custom Object Layouts section, click the View Assignment link.
  18. Click Edit Assignment.
  19. Select the required profiles with the Chatter Only license.
  20. From the Page Layout To Use list, select Remedyforce Incident for Clients Version 1.0.
  21. 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.
  22. 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

  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 Profile Name column, click the name of the profile with the Chatter Only license.
  4. In the Field-Level Security section for the Change Request object, click the View link.
  5. Click Edit.
  6. Ensure that the Read-Only check box is selected for Status, Opened Date, Due Date, and Request Detail fields.
  7. 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.
  8. Click Save.
  9. Click Back to Profile.
  10. Repeat step 4 through step 9 for the following objects:
    • Change Assessment
    • Change History
    • Incident
    • Incident History
    • Request Detail
  11. To enable Apex classes for the profile with the Chatter Only license, perform the following steps:
    1. In the Enabled Apex Class Access section, click Edit.
    2. In the Available Apex Classes list, select the following Apex classes:

      BMCServiceDesk.ACOpRuleJobProcessor

      BMCServiceDesk.EmailConversation
      Listener

      BMCServiceDesk.BMCESApexClass

      BMCServiceDesk.EmailCreate
      Incident

      BMCServiceDesk.BatchBMCCommonCIUpdateLinkTask

      BMCServiceDesk.EmailIncident
      Status

      BMCServiceDesk.BatchCIClientLinkUpdate

      BMCServiceDesk.Email
      Listener

      BMCServiceDesk.BatchCMDBReportGenerator

      BMCServiceDesk.GenerateUsage
      Metrics

      BMCServiceDesk.BatchCategorySystemflagUpdate

      BMCServiceDesk.GenericEmail
      Listener

      BMCServiceDesk.BatchCategoryTreeUpdate

      BMCServiceDesk.JSRemote
      Actions

      BMCServiceDesk.BatchIncidentDetailsUpdate

      BMCServiceDesk.MilestoneEngine
      Scheduler

      BMCServiceDesk.BatchServiceInstanceUpdate

      BMCServiceDesk.Mobile
      API

      BMCServiceDesk.BatchTaskDetailsUpdate

      BMCServiceDesk.Mobile
      Configuration

      BMCServiceDesk.CMDBClassAccess

      BMCServiceDesk.MobileFAQ
      Bean

      BMCServiceDesk.CMDBGenericRemoting

      BMCServiceDesk.Mobile
      Incident

      BMCServiceDesk.CMDBReportExporter

      BMCServiceDesk.Mobile
      Result

      BMCServiceDesk.CategoryCustomIterable

      BMCServiceDesk.PopulateRole
      Hierarchy

      BMCServiceDesk.CategoryIterable

      BMCServiceDesk.RecordsList
      Con

      BMCServiceDesk.ChangeRequestEmailListener

      BMCServiceDesk.SFDC
      Encoder

      BMCServiceDesk.ClientImportsDeleteBatchJob

      BMCServiceDesk.SLTBusinessHour
      Override

      BMCServiceDesk.ClientInfo

      BMCServiceDesk.SSDriver
      Access

      BMCServiceDesk.CloseIncidentEmailListener

      BMCServiceDesk.SSSFSearchResult
      Bean

      BMCServiceDesk.ComposeEmailController

      BMCServiceDesk.SiteLogin
      Controller

      BMCServiceDesk.CreateIncident

      BMCServiceDesk.UpdateAccount
      Branding

      BMCServiceDesk.DBManager

      BMCServiceDesk.WebServiceMethods
      Utility

      BMCServiceDesk.DriverAccess

    3. To move the selected Visualforce pages from the Available Apex Classes list to the Enabled Apex Classes list, click the right arrow.
    4. Click Save.
  12. To enable Visualforce pages for the profile with the Chatter Only license, perform the following actions:
    1. In the Enabled Visualforce Page Access section, click Edit.
    2. 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
    3. 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
      Article

      BMCServiceDesk.SSMobileForgot
      Password
      BMCServiceDesk.SSMyCartWidget
      Page
      BMCServiceDesk.SSMyHelp
      Requests
      BMCServiceDesk.SSMy
      Profile
      BMCServiceDesk.SSNoteAttachment
      Page
      BMCServiceDesk.SSQuickLinks
      Popup
      BMCServiceDesk.SSQuickLinks
      Widget

      BMCServiceDesk.SDE
      Home
      BMCServiceDesk.SSApprovalList
      Page
      BMCServiceDesk.SSApproval
      Process
      BMCServiceDesk.SSApproval
      Reassign
      BMCServiceDesk.SSAttachmentUpload
      Complete
      BMCServiceDesk.SSBroadcastWidget
      Page
      BMCServiceDesk.SSBrowse
      Page
      BMCServiceDesk.StdLayoutCategory
      Tree

      BMCServiceDesk.SS
      Redirect
      BMCServiceDesk.SSRequestDef
      Page
      BMCServiceDesk.SSRequestList
      Page
      BMCServiceDesk.SSSearch
      Page
      BMCServiceDesk.SSSearchPortlet
      Page
      BMCServiceDesk.SSServiceRequest
      Preview
      BMCServiceDesk.SSSite
      Login
      BMCServiceDesk.SSSite
      Register

      BMCServiceDesk.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
      Info

      BMCServiceDesk.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
      Custom

      BMCServiceDesk.SS
      Incident
      BMCServiceDesk.SSIncidentAction
      Data
      BMCServiceDesk.SSIncident
      Custom
      BMCServiceDesk.SSIncident
      Status
      BMCServiceDesk.SSKM_Article
      View
      BMCServiceDesk.SSLanding
      Page
      BMCServiceDesk.StdSelfService
      Home

      BMCServiceDesk.SelfServicePopular
      Request
      BMCServiceDesk.SelfService
      Search
      BMCServiceDesk.SelfServiceSettings
      Collection
      BMCServiceDesk.StageHTMLProvider
      Page
      BMCServiceDesk.StdChangeHistory
      Page
      BMCServiceDesk.StdChangeRequestAssignment
      Page

      BMCServiceDesk.StdChangeRequestCategory
      Tree
      BMCServiceDesk.StdChangeRequest
      Extension
      BMCServiceDesk.MobileAppIphone
      Approvals
      BMCServiceDesk.MobileAppIphone
      KA
      BMCServiceDesk.MobileAppIphone
      RD

      BMCServiceDesk.StdChangeRequest
      Ticker

       

    4.   Click Save.

  13. Repeat step 1 through step 12 for all profiles with the Chatter Only license.
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