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Creating accounts

The system administrator configures BMC Remedyforce for use in the organization. One of the configuration tasks includes creating the accounts that you support.



If you use accounts in Remedyforce and other Salesforce applications, you can classify accounts that are used in Remedyforce only, by selecting the Remedyforce Account check box.

When you have marked the accounts that you use in Remedyforce only and the In accounts list, display Remedyforce accounts by default check box is also selected on the General Application Settings page, only Remedyforce accounts are shown on the following pages:

  • Incident form opened from the Incident Console tab
  • Broadcast
  • Client
  • Details tab on the Instance Editor while creating a configuration item or service
  • Instance Editor while creating Business Service
  • General Information while creating an agreement
  • Entitlement tab while creating request definition
  • Configure Self Service > Branding page while assigning themes to accounts
  • Knowledge Articles > Account Details section
  • Enable Remedyforce Chat > Select Accounts

Note

In account lookups on all the Salesforce page layout forms, such as Incidents tab, all accounts are shown.

To create an account

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu, select Accounts.
    The Accounts option is also available in the Configuration list in the Remedyforce Workspaces tab.
  3. Click .
  4. On the New Account form, enter the details about the account. For more information, see Account fields.
  5. Click Save.
    After you have created the account, you can add supporting information for the account.
    For more information, see Supporting information for accounts.
  6. (Optional) To designate the current record as inactive, select the Inactive check box.
    For example, if the account no longer exists, you might have to make this account record inactive.

    Note

    Records marked as inactive are not included in any search performed on the database.

To edit an account

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu, select Accounts.
  3. On the Accounts page, in the Account Name column, click the name of the account you want to edit.
  4. Make the required changes and click Save .

When you update an account name in a record of the Account object, the Account Trigger updates the account name in records of the User object.

If you have more than 50,000 user records, note the following points:

  1. The trigger updates the account name only in 50,000 user records. The remaining records are not updated.
  2. The trigger takes time to update the user records.
    You may contact Salesforce for creating a custom index on
    Account_ID__c field on the User object to reduce the time taken to update the user records. For more information, see the related knowledge article.

Account fields

The following table provides description of the fields that are displayed on the Account page:

Field

Description

Account Name

Type the name of the account.

Account Site

Type the location of the account. For example, this account might have its headquarters in New York, but you are supporting the branch that is located in London.

Service Vendor

To designate the account as a service vendor, select the check box. You must select this check box for the account to appear in the list of available service vendors when you are creating a service.

Service Provider

To designate the account as a service provider. You must select this check box for the account to appear in the list of available service providers when you are creating a service.

Remedyforce Account

To identify if the account is used in Remedyforce. On the Accounts list page, when a user filters records to see only Remedyforce accounts (by selecting the Remedyforce Accounts check box in the Views menu), only those accounts are listed for which this check box is selected.

Note: In account lookups on all the Salesforce page layout forms, such as Incidents tab, all accounts are shown.

Note

Type a description of the account.

Details

Urgency

Select the urgency that you want to assign to the current account.

Parent Account

Select the account that you want to assign as the parent account of the account. The Estimated No. of Users field is filled with the total number of clients of this account.

Note: If an account has more than 1000 clients, the Estimated No. of Users field displays 1000+.

Support Hours

Select the support hours that you want to configure for the client's account.

Contact Details

Address

Type the address of the account.

Country

Type the country where the account is located.

State

Type the state where the account is located.

City

Type the city where the account is located.

ZIP

Type the zip code of the location of the account.

Phone

Type the phone number of the account.

Fax

Type the fax number of the account.

Account Owner

Select the user who is the point of contact for the account.

Account Owner Phone

Type the phone number of the client who is the account owner.

Supporting information for accounts

The Supporting Information section on the Account form displays the following tabs:

  • Clients—Allows you to add new clients or edit clients that you have added to the account.
  • Child Accounts—Allows you to add new child accounts to the account.
  • Services and CIs—Allows you to add services and configuration items to the account.
  • Documentation—Allows you to attach documents and URLs to the attachments that are relevant to the account.
    The size of a document that you want to attach cannot exceed 25 MB. 

To add clients to an account

You can add clients to an account after creating the account.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
  3. Double-click the account to which you want to add clients.
  4. In the Supporting Information section, click the Clients tab.
  5. From the Actions menu, select Add.
  6. On the Client form, enter the required details.
    For more information, see Managing clients and staff members.
  7. (Optional) To edit client details of a client linked to an account, select the client record, and from the Actions menu, select Edit.

To add a child account to an account

After saving an account, you can add and link children accounts to the account.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
  3. Double-click the account to which you want to add a child account.
  4. In the Supporting Information section, click the Child Accounts tab.
  5. From the Actions menu, select Add.
  6. Enter the required details about the account.
  7. (Optional) To edit the details of a child account, select the required child account, and from the Actions menu, select Edit.

To link services and CIs to an account

You can link services and configuration items (CIs) to an account.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
  3. Double-click the account to which you want to link services and CIs.
  4. In the Supporting Information section, click the Services and CI tab.
  5. To link a CI, from the Actions menu, select Link CI, and select the required CI from the Select From Configuration Items window.
  6. To link a service, from the Actions menu, select Link Service, and select the required service from the Select From Business Services window.
  7. (Optional) To unlink a record, select the record and from the Actions menu, select Unlink.

To attach documents or URLs to an account

After saving an account, you can attach documents or URLs to it.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
  3. Double-click the account to which you want to attach documents or URL.
  4. In the Supporting Information section, click the Documentation tab.
  5. To attach a document or URL, from the Actions menu, select Add.
  6. To open an attached document, select the record, and from the Actions menu, select Open.
  7. To delete an attached document or URL, select the record, and from the Actions menu, select Delete.

To filter Remedyforce accounts

On the Accounts list page, you can filter accounts to see only Remedyforce accounts.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
  3. On the Accounts list page, click  and select the Remedyforce Accounts check box.
    If the In accounts lists, display Remedyforce accounts by default check box (on the General Application Settings page) is selected, the Remedyforce Accounts check box is shown as selected and only Remedyforce accounts are shown in the list by default. You can clear the Remedyforce Accounts check box to show all accounts.
  4. Click Apply.
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