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Configuring user settings

On the User Settings page, the settings that are applicable for all the users of the application are provided, such as settings when you are creating clients by using the Clients page or importing users into BMC Remedyforce.

The settings related to importing clients help you to import clients into your Salesforce.com organization. The people whom your IT staff support and help daily with their questions are considered as clients. These people also are the clients who can use Self Service if you decide to provide Self Service to your customers.

On the User Settings page, you can configure the default settings that are applied to all client records that are imported to the Client User Imports object.

Note

Configure these settings before you import client data.

If you change the default settings that are applied to all imported client records, the updated default settings are not applied to existing client records. You must manually edit the client records to reflect the updated default settings.

Example: You have uploaded 20 client records and assigned their default language as English. Now, if you change the default language to Spanish, all new client records, which are uploaded after this change, are assigned the default language as Spanish, but the first 20 client records still have the default language as English. Even if you update the first 20 client records, the updated default language is not assigned to these first 20 client records. You must manually edit these first 20 client records to reflect the updated default language of Spanish.

To configure user settings

  1. Click the Remedyforce Administration page.
  2. On the Home page, click the Manage Users tile, and from the menu select User Settings.
  3. Select the appropriate settings, and click Save.
    For more information, see User Settings.

User Settings

The following table provides the settings that are available on the User Settings page:

FieldDescription
Default Values for New Clients
Profile

In the Import Defaults column, select the default profile to be assigned to the imported client records.

In the Client Form Defaults column, select the default profile to be assigned to the clients while creating clients from the Client page.

Time Zone

In the Import Defaults column, select the default time zone to be assigned to the imported client records.

In the Client Form Defaults column, select the time zone to be set as default value in the Time Zone field of the Client page. By default, time zone of the system administrator who has installed BMC Remedyforce is selected in this field.

Locale

In the Import Defaults column, select the default geographic region to be assigned to the imported client records.

In the Client Form Defaults column, select the geographic region to be set as default value in the Locale field of the Client page. By default, locale of the Salesforce organization is selected in this field.

Language

In the Import Defaults column, select the primary language to be assigned to the imported client records.

All text and Salesforce online help is displayed in this language for the imported clients.

In the Client Form Defaults column, select the primary language to be set as default value in the Language field of the Client page. By default, language of the Salesforce organization is selected in this field.

Account

In the Import Defaults column, select the default account to be assigned to the imported client records.

To import client records for multiple accounts, you must perform multiple imports for each account and update the account in the Default Client Account list before importing client records for the account. BMC Remedyforce supports import for one account at a time.

Domain Name

Type the domain name to be assigned to the client records being imported.

This domain name is appended to the Client User Name to form the User Name that a client uses to log on to Self Service. If the client record is imported as an active client, an email message is sent to the client's email address. The email message contains the temporary password of the client. When the client logs on with the temporary password, the client is directed to a page where the client can change the password. If you use an email address as the Client User Name, BMC Remedyforce takes the user name of the email address and appends the domain name to it.

Note: Special characters are not allowed in the Domain Name field, except Dash (-) and Dot (.), and the domain name cannot begin or end with Dash (-). An extension is mandatory, such as .com.

Email EncodingSelect the character set and encoding for outbound email message that is sent by the imported client.
Set Client Form Defaults Equal to Import DefaultsSelect the link and the values in the Client Form Defaults column are overwritten by the values selected in the Import Defaults column.
Client Users Include

This setting is not valid for the Remedyforce Console tab.

Segregate Users

Select the check box to segregate users in all lookups and allow users to link only those users who belong to their role in the role hierarchy.

Note: The Segregate Users button is available only if you were using it before upgrading from a version earlier than 20.15.01.

Populate Role Hierarchy Data

Click the button to start the batch process to populate the updated role hierarchy data in BMC Remedyforce. You need to populate this data periodically to ensure that changes to the role hierarchy are reflected in BMC Remedyforce. BMC recommends that you populate this data when you make a change to the role hierarchy. After the batch process is finished, an email message is sent to email address of the logged-on user. This email message informs the user if the role hierarchy data population was successful or if it failed. If it failed, the email message lists the errors that occurred.

Note: The Populate Role Hierarchy Data button is available only if you were using it before upgrading from a version earlier than 20.15.01.

Email Notification
Send email to newly created users

Select this check box to send email notifications to the newly created users. By default, this option is selected. If the client record for the Salesforce Platform License or Customer Portal License is added by any of the following options, an email notification is sent to the client's email address:

  • Importing client data by using the Data Loader
  • Importing client data by using the Pentaho Data Integration tool
  • Creating clients from Remedyforce Administration > Manage Users > Clients
  • Creating clients from Remedyforce Administration > Manage Users > Add and Edit User
Create New Client
Enable creation of clients from the Incident page in Remedyforce Console

Select this check box to enable staff members to add a client while creating an incident. When you select this check box and save the page, the staff members will get the Create New Client option by the following ways on the New Incident page in the Remedyforce Console tab:

  • The Create New Client button on the Users lookup window
  • The Create New Client option when user enters client name or ID in the Client ID field.
  •  icon beside the Client ID field.
Temporary Client Data

In this section, click Delete to delete the temporary client data in the Client User Imports object.

When you import client data by using the Data Loader or other tools, the client data is temporarily stored in the Client User Imports object. You must delete this data to clear the client records present in the Client User Imports object. If the same client records are present in the Client User Imports object, you receive a duplicate error when you import these client records again. The number of client records that you can import depends on the number of user licenses available for your organization. A success or failure email message is sent to the system administrator to indicate the success of failure of the deletion of the temporary client data.

Note: BMC recommends that you delete the client records in the Client User Imports object after you complete importing client records.

Remedyforce Package License Assignment Synchronization

In this section, start the batch job to synchronize the value of the Assign Remedyforce License field in the User object. The License and Storage Usage > License Metrics Report gives correct information only after running the batch job.

In the Run synchronization job in field, enter the schedule of running the job in hours and minutes. For example, if you enter 0 hours and 10 minutes, the batch job is scheduled to run in every 10 minutes. By default, the batch jobs run in every 5 minutes.

To start the batch job, click Start. To stop running the batch job, click Stop.

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