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Managing clients and staff members

This topic provides information about creating two different types of users in BMC Remedyforce. You can define clients who can contact the service desk when they face an interruption to or reduction in the quality of services. You can also create staff members who attend to the incidents and service requests. Clients and staff members are together referred to as users in this topic.

The Client list view also includes users who are created during self-registration in Self Service. For these clients, the Account field is a mandatory field on the Clients form. These clients can log on to Self Service only.

Note

Only users for whom the Manage ServiceDesk Staff Member check box is selected on the User form (Manage Users > Add and Edit User) can manage (create and edit) records of other staff members.

The following topics are provided:

To create or edit clients and staff members

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Clients.
    The Clients option is also available in the Configuration list on the Remedyforce Workspaces tab.
  3. On the Clients tab, perform one of the following actions:
    • To create a new client or staff members, click .
    • From the Clients list view, click the client or staff member that you want to edit.
  4. Enter details about the client. For more information, see Fields on the default and custom Client forms.
    If the custom Client form is assigned to your profile, populate additional fields on the custom Client form.
  5. Click .

After you have created the client, you can manage supporting information for clients. You can also use the Client form to assign permission sets to an existing client or staff member.

Fields on the default and custom Client forms

The following table describes the fields that are available by default on the Client form.

FieldDescription
Email Address

Type the email address of the user.

The email address is assigned as the client ID of the client or staff in the Client ID field. The client ID must be in the form of an email address. You can use a different email address to send and receive email messages. When you update the email address, an email message is sent to the new email address with instructions to verify the change.

If the email address of the client or staff is registered with Salesforce.com, you must establish a new unique client ID by adding a new email address.

Note: When you edit an existing user record, updates to the Email Address field are not assigned to the Client ID field.

First NameType the first name of the user.
Last NameType the last name of the user.
Time Zone

Default value shown in the field is set by the system administrator on the User Settings page (Remedyforce Administration > Manage Users > User Settings) in the Client Form Defaults column.

To change the time zone, select the required time zone.

Locale

Default value shown in the field is set by the system administrator on the User Settings page (Remedyforce Administration > Manage Users > User Settings) in the Client Form Defaults column.

To change the locale, select the required locale.

Language

Default value in the field is set by the system administrator on the User Settings page (Remedyforce Administration > Manage Users > User Settings) in the Client Form Defaults column.

To change the language, select the required language.

Urgency

Select the appropriate urgency for the user.

When this user is selected in the Client ID field of a record, the urgency of the user is automatically assigned to the record. 

Note: An urgency can also be assigned to broadcast and category records. When the Client, Broadcast, and Category fields are populated in a record, the urgency that is automatically assigned to the record is based on the ranking order of these fields. For more information, see Configuring urgency assignment order.

RemarksType remarks associated with the client. These remarks can describe any unique requirements or information about the client.
Details
ServiceDesk Staff Member

Select this check box to designate the user as a staff member.

This check box is enabled only if both the following conditions are met:

  • You  have the permission to create or edit a staff member or administrator record. For you to have this permission, the Manage ServiceDesk Staff Member check box must be selected for your user record.
  • You have selected Salesforce or Salesforce Platform in the User License field.

For client user details, this check box is clear and disabled.

Note: Existing users who belong to Salesforce or Salesforce Platform user license can be changed to staff members by selecting this check box. If you do not select the check box, users are not displayed in the Select from Staff window.

Assign Remedyforce License

Select this check box to assign the BMC Remedyforce package license to the user. To unassign the BMC Remedyforce package license previously assigned to the user, clear this check box.

You are not required to assign the BMC Remedyforce package license to users in a sandbox organization. Therefore, the Assign Remedyforce License check box is disabled on the Client form in your sandbox organization.

You can also assign the BMC Remedyforce package license from the User page (Setup > Manage Users > Users) and while importing users. However, on the User page, you must add the Assign Remedyforce License field to the page layout.

Important: BMC recommends that you use only the Assign Remedyforce License check box on the Client or User page to assign BMC Remedyforce licenses to your users. If you also manage BMC Remedyforce licenses through other methods (such as the Assign Licenses option on the Setup > Installed packages page), this check box value is not automatically updated.

User License

By default, the value selected in the Default Client Profile field on the Manage Users > User Settings page is selected in this field. If no value is selected in the Default Client Profile field, Salesforce Platform is selected in the User License field.

Change the license for the user based on your requirements.

If you are adding a staff member, only Salesforce and Salesforce Platform licenses are provided. If you have installed BMC Remedyforce for the first time, the following options are shown in the list:

If you want to create clients for a license type that is not provided in the list, see Enabling other license types to create clients.

Clients whose license is Salesforce, Salesforce Platform, or Chatter Only (also known as Chatter Plus) can log on to Self Service by using the http://login.salesforce.com URL or by using the Self Service URL. If they log on by using the http://login.salesforce.com URL, the Remedyforce Self Service, Home, and Chatter tabs are displayed. The functionality of Self Service is same as on the Remedyforce Self Service tab; only the banner is not displayed. These users can approve change requests and service requests. The list of requests that a user must approve is provided in the Items to Approve section on the Home tab.

Note: If you select the Salesforce Platform or Salesforce license for a client, you must hide the Dashboard and Reports tabs for the client. For more information, see Configuring tab visibility for client users.

ProfileSelect the required profile of the client. The profiles available for the selected user license are shown in the list.
Account

Select the account of the client.

If the In accounts lists, display Remedyforce accounts by default check box on the Remedyforce Administration > Application Settings > General Application Settings page is selected, only Remedyforce accounts are shown in the Account lookup. To see all accounts, click and clear the Remedyforce Accounts check box.

Note: If you are creating a staff member, this field is optional.

Role

Select the appropriate role for the client.

If you have selected the Salesforce, Salesforce Platform, or Chatter Only license, a maximum of 20,000 roles specified for that license on the Creating the Role Hierarchy page (Remedyforce Administration > Manager Users > Roles) are displayed.

PositionType the position of the client. This field can include the designation the client holds in the account or the job title.
Contact Details
Enter contacts details about the client, such as phone, address, city, and country.

Additional fields on the custom Client form

The following table describes a few additional fields that can be added to the custom Client form. Based on your requirements, you can assign the custom Client form to profiles.

FieldDescription
Asset Management View

Enables you to assign the Remedyforce CMDB user permission based on which staff members can view and manage assets on the Remedyforce CMDB tab. You can assign the following Remedyforce CMDB user permissions:

  • Hidden – Hides the asset classes and assets.
  • Read-Only – View asset classes and assets.
  • Update – View asset classes and create and update assets.
  • Update and Delete – View asset classes and create, update, and delete assets.

For more information, see Managing Remedyforce CMDB user permissions.

CI Management View

Enables you to assign the Remedyforce CMDB user permission based on which staff members can view and manage CIs on the Remedyforce CMDB tab. You can assign the following Remedyforce CMDB user permissions:

  • Hidden – Hides the CI classes and CIs.
  • Read-Only – View CI classes and CIs.
  • Update – View CI classes and create and update CIs.
  • Update and Delete – View CI classes and create, update, and delete CIs.

For more information, see Managing Remedyforce CMDB user permissions.

VIP

Select this check box to configure the client as a VIP.

When an incident or task is created for a VIP client, in the Client ID field on the Incident or Task form on the Remedyforce Console tab, the  icon is displayed next to the Client Details icon ().

Business Hours

Select the business hours during which the staff members are available to resolve issues.

If you do not assign business hours to a staff member, the default business hours of your organization are assigned to the staff member.

For example, say that you have configured the General business hours (10 AM to 5 PM) as the default business hours for your organization. When you create a staff member but do not select any business hours, the General business hours are assigned to the staff member. However, the value displayed in the Business Hours field continues to be Default.

For information about configuring business hours for your organization, see Salesforce Help.

Notes:

  • The Business Hours field is not displayed on the custom Client form. You must add this field to the Main Panel field set in the User object.
  • To configure the automatic assignment of records to staff members based on business hours, BMC recommends that you populate this field for staff members.
Manage ServiceDesk Staff MemberSelect this check box to enable staff members to create or edit other staff member and system administrator records on the Client form.

Considerations for creating clients with the Customer Portal Manager licenses

The Customer Portal Manager licenses have been discontinued and might not be available in your Salesforce organization. However, if you create clients with the Customer Portal Manager Custom, Customer Portal Manager, or Customer Portal Manager Standard licenses, consider the following points:

  • If you create a client by using the Customer Portal Manager licenses, ensure that the Customer Portal settings are enabled in Salesforce. For more information about Customer Portal, see Salesforce Help.
  • The clients whose license is Customer Portal Manager, Customer Portal Manager Standard, or Customer Portal Manager Custom can log on to Self Service by using the URL of the Self Service.
  • If you create a client by using the Customer Portal Manager licenses, the Account and Role fields are required.
  • If you select Customer Portal Manager as the user license, the following roles are provided for each account to establish a hierarchy:
    • <Account name> Customer Executive: A client with this role is at the highest level in the role hierarchy. This role enables you to view the incidents that you create and those that users with < Account name > Customer Manager and <Account name > Customer Users roles under you in the same account create. You can update and close incidents on behalf of the users at levels below you.
    • <Account name> Customer Manager: A client with this role is at a level under the user with customer executive role and above the users with Customer User role in the same account. This role enables you to view the incidents that you create and those that users with Customer User role in the same account create. You can update and close incidents on behalf of the users at the level below you.
    • <Account name> Customer User: A client with this role is at the lowest level in the role hierarchy. This role enables you to view only the incidents that you create.
    When you create a client by using the Customer Portal Manager Custom, Customer Portal Manager, or Customer Portal Manager Standard licenses, for the first time for an account, role is not displayed. If there is no user in the selected account, the client is assigned the <Account name> Customer User role by default. You can edit the client details to update the role.

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To assign permission sets to a client or staff member

Only the following users can use the Client form to assign permission sets to existing clients and staff members:

  • Users for whom only the ServiceDesk Staff check box is selected (on the User form) can use the Client form to assign permission sets to existing clients only.
  • Users for whom the Remedyforce Administrator check box or both the ServiceDesk Staff and Manage ServiceDesk Staff Member check boxes are selected (on the User form) can use the Client form to assign permission sets to existing staff members and clients.
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Clients.
    The Clients option is also available in the Configuration list on the Remedyforce Workspaces tab.
  3. From the list of clients and staff members, select the client or staff member to whom you want to assign permission sets.
  4. On the Client form, click .
  5. To assign permission sets to the selected client or staff member, in the Manage User Permission Sets window, perform the following actions:
    1. From the Available User Permission Sets list, select the permission sets that you want to assign.
    2. Click the right arrow to move the selected permission sets to the Selected User Permission Sets list.
    3. Perform one of the following actions:
      • To save your settings, click Apply.
      • To save your settings and close the Manage User Permission Sets window, click OK.

    Consider the following points about assigning permission sets to the selected client or staff member:

    • The Remedyforce Administrator permission set cannot be assigned to clients or staff members from the Client form.
      For information about assigning the Remedyforce Administrator permission set, see Adding or editing users.
    • If a permission set grants View All access to any Salesforce standard or custom object, you cannot assign that permission set to clients whose license is Customer Portal Manager Custom.
      For example, the ServiceDesk Staff and ServiceDesk Change Manager permission sets grant View All access to the Knowledge Article object. You cannot assign these two permission sets to clients whose license is Customer Portal Manager Custom.
  6. To save your changes to the client record, click .

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To manage supporting information for clients

In the Supporting Information section of the Client form, you can create and manage supporting information for clients. Open the client record for which you want to manage supporting information and perform the actions listed in the following table:

GoalSteps to perform
To create incidents that must be resolved for a client and link those incidents to the client.
  1. On the Client form, in the Supporting Information section, click the Incidents tab.
  2. From the Actions menu, select Add.
  3. On the Incident form that opens, enter the incident details.
    A link to the incident is displayed on the Incidents tab in the Supporting Information section of the Client form.
  4. (Optional) To edit an incident record linked to a client, select the incident record, and from the Actions menu, select Edit.
To view incidents that are linked to a client.
  1. On the Client form, in the Supporting Information section, click the Incidents tab.
  2. From the View menu, select the appropriate option.
    For example, to view linked incidents that are in the Acknowledged stage, select the Acknowledged option from the View menu.

Note: If you are using the Remedyforce Console tab, each time you click a record from the Incidents tab on the Client form, the record opens in a new browser tab or window

To link services, configuration items (CIs), and assets to a client.
  1. On the Client form, in the Supporting Information section, click the Services, CIs and Assets tab.
  2. To link a service, from the Actions menu, select Link Service.
    The Select from Business Services window displays active instances of the Business Service class only. If you have selected an account for the client, the services linked to the selected account are displayed. If no services are linked to the selected account or no account is selected, all services are displayed.
  3. To link a CI or asset, from the Actions menu, select Link CI.
    If you have selected an account for the client, the Select from Configuration Items window displays CIs that are linked to the selected account. If no CIs are linked to the selected account or no account is selected, all CIs are displayed.
  4. (Optional) To unlink a service or CI, select that record, and from the Actions menu, select Unlink.
    If you double-click the CI record in the corresponding CI form is opened in the Instance Editor of the Remedyforce CMDB tab. If you have accessed the Client form from Remedyforce Workspaces > Configuration> Clients, the CI record is opened in a different tab in the same browser.
To view the users who created or last modified the client record.

On the Client form, in the Supporting Information section, click the Auditing tab.

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To configure tab visibility for client users

If you have created a client user and assigned Salesforce or Salesforce Platform user license, the Dashboard and Reports tab are shown to such clients when they log on to Self Service using the http://www.login.salesforce.com URL. Therefore, you must hide these tabs from being displayed to clients.

  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 for the profile that you have selected for the client, click Edit.
  4. In the Tab Settings section, select Tab Hidden for the Dashboard and Reports tabs.
  5. Ensure that Default On is selected for the Remedyforce Self Service and Chatter tabs.
  6. Ensure that Tab Hidden is selected for all other tabs.
  7. Click Save.
    When clients log on to http://www.login.salesforce.com, they view the Home, Chatter, and Remedyforce Self Service tabs.

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To make a client or staff member record inactive

Based on your requirements, you can mark an existing client or staff member record as inactive. For example, if the client is no longer associated with the account, you might have to make this client record inactive.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Clients.
    The Clients option is also available in the Configuration list in the Remedyforce Workspaces tab.
  3. From the list of clients and staff members, select the record that you want to designate as inactive.
  4. On the Client form, select the Inactive check box.
  5. Click .

Note

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

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To assign the custom Client form to profiles

To enable users of a profile to use the custom Client form, perform the following actions:

  1. To add out-of-the-box or custom fields to the Client form, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
    3. On the Create and Edit Objects page, from the Object list, select User.
    4. Click Field Sets.
    5. On the User Field Sets page, in the Action column next to the Main Panel field set, click Edit.
    6. Drag the appropriate fields to the In the Field Set list.
      For example, the Business Hours field is not available by default in the Main Panel field set. To display the Business Hours field on the custom Client form, you must drag the field to the In the Field Set list.
    7. Click Save.
  2. To assign the custom Client page to specific profiles, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Application Settings tile, and from the menu, select Form Assignment.
    3. From the Assign Form Without Field Sets list, select the profiles to which you want to assign the custom form, such as System Administrator, and click the right arrow.
    4. Click .

Note

You need to assign the custom version of a form to a profile only for the first time. However, whenever there are updates to the profiles to which the customized form must be assigned, you must perform this procedure again.

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To enable other license types to create clients

If you have installed BMC Remedyforce for the first time, by default, the Salesforce Platform, Salesforce, and Customer Portal Manager Custom options are shown in the User License field on the Client form. The Customer Portal Manager Custom license is being discontinued and might not be available in your Salesforce organization. 

To display other license types in the User License field, perform the following actions:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
  3. In the Action column of Remedyforce Portal Licenses, click Manage.
  4. Click New.
  5. In the Name field, enter a number that is not already used in the list.
  6. In the Value field, enter the license that you want to add to the User License field.
  7. Click Save.

Note

On the Client form, you cannot create or edit users with the Partner Portal license. You can only view existing Partner Portal users in the Client list view. 

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To configure the fields shown in the Users window

The fields that are shown in the Users window are configured in the Column Header field set of the Users object. The Users window is shown when users are selecting clients. For example, when they are selecting a client in the Remedyforce Console > Incidents/Service Requests or Remedyforce Console > Tasks tabs.

  1. Navigate to Setup > Customize > Users > Field Sets.
  2. In the Action column beside Column Headers, click Edit.
  3. Drag the field that you want to show in the Users window.
  4. (Optional) To remove a field from the Users window, hover over the field, and click .
  5. Click Save.

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To restrict staff members from creating or editing client records

Staff members can view, create, and edit client records from the Remedyforce Workspaces tab. To restrict staff members from creating and editing client records, you must change the default value of the custom setting Enforce User object Security in Clients form and set the value to True.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
  3. On the Custom Settings page, in the Action column for Remedyforce Settings, click Manage.
  4. On the Remedyforce Settings page, click Edit for EnforceUserObjSecurityInRFClientForm.
  5. In the value field, enter True, and click Save.

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