Note

 

This documentation supports the 20.17.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Enabling clients to use Single Sign-On to access Self Service

When BMC Remedyforce introduced the usage of Salesforce platform licenses for clients, it was challenging to setup Self Service using Single Sign-On. The sites within Salesforce are managed by the customer portal. You might not have enabled the customer portal and configured it for the sites; but the problem arises when you try to use the Self Service URL. If your clients have a Salesforce platform license, the Salesforce system prevents you from taking advantage of Single Sign-On because the system requires certain information that does not exist for the Salesforce platform license users.

This topic explains how you can enable your clients to use Single Sign-On to access Self Service immediately upon logging in without seeing the Salesforce environment:

For this configuration to work, the following assumptions are made:

  • Your clients must have access only to BMC Remedyforce Self Service and no other components of Salesforce.
  • Most installations that fit this profile must have all of their clients in the ServiceDesk Client profile.
  • You have the Single Sign-On setup configured and working for login.salesforce.com for staff members as this same setup will be used for clients.

Creating a new BMC Remedyforce Self Service App in Salesforce

  1. Navigate to Setup > Build > Create > Apps.
  2. In the Apps section, click New .
  3. In "Step 1. Select Type," ensure that the Custom app option is selected and click Next.
  4. In "Step 2. Enter the Details," enter the label of the App. For example, type label as "Remedyforce Self Service" and click Next.
    The name of the App is automatically populated.

  5. In "Step 2. Choose the Image Source for the Custom App Logo," select an image for the App and click Next.

    You can accept the default image or click Insert an Image, change the File Location to “BMC Remedyforce Images,” and select “remedyforce_standard_logo_new”.

  6. In "Step 3. Choose the Tabs," in the Available Tabs section, select "Remedyforce Self Service" and click Add to move it to the Selected Tabs section.

    —You cannot remove the Home tab. It is always required by the platform.

    SelfService(Beta) is the new BMC Remedyforce Self Service. If you are using a previous version of Self Service, select the Remedyforce Self Service tab.

  7. For the Default Landing Tab, select Remedyforce Self Service and click Next.


  8. In "Step 4. Assign to Profiles," select the Visible and Default check boxes for those profiles that this application should apply to. In some cases, it might be the out-of-the-box ServiceDesk Client profile.

  9. Click Save.

Modifying the ServiceDesk Client Profile

  1. Navigate to Setup > Administer > Manage Users > Profiles.
  2. On the Profiles page, in the name column, click ServiceDesk Client.
  3. On the Profile page, click Edit.
  4. On the Service Desk Client page, in the Custom App Settings section, clear the check box for BMC Remedyforce and select the Visible check box and the Default radio button for the newly created app. For example, Remedyforce Self Service.

    Do not select any other app as Visible or as Default.

  5. In the Tab Settings section, set all the Standard Tabs as Tab Hidden.
  6. In the Custom Tab Settings section, set all tabs to Tab Hidden except for Remedyforce Self Service. Ensure that the Remedyforce Self Service tab is set to Default On.

  7. Under the Tab Settings section header, ensure that Overwrite users' personal tab customizations check box is selected.

  8. Click Save.

When clients log into Self Service using Single Sign-On, they are immediately directed to Remedyforce Self Service. If you want the clients to land on a different logout page, you must add another claim rule that applies to the clients based on another criteria, such as group.

Also, if you are using any other software such as Microsoft ADFS to handle the federated services Single Sign-On functions and you want your staff and clients to exit to exactly the same location, such as your internal company web site, ensure that you pass UPN as Name ID for login and you handle the logout.

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