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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:

Warning

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 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

    1.  Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
    2. Click Save. 
      Custom_Object_Permissions.gif 

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:
    BMCServiceDesk.ACOpRuleJobProcessorBMCServiceDesk.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

     

    1. In the Enabled Apex Class Access section, click Edit.
    2. In the Available Apex Classes list, select the following Apex classes:
  12. To move the selected Visualforce pages from the Available Apex Classes list to the Enabled Apex Classes list, click the right arrow.
  13. Click Save.
  14. 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
  15. To move the selected Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list, click the right arrow.

    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

    1. The Enabled Visualforce Pages list must contain the following Visualforce pages after you perform step c.
    2. Click Save.
  16. Repeat step 1 through step 12 for all profiles with the Chatter Only license.

 

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Remedyforce 20.25.01