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Configuring the BMC Helix Remedyforce Trial environment

The

BMC Helix Remedyforce

multi trial environment is available in three different styles. One is a data-free environment in which the product is installed into the Salesforce organization but no demo data is provided. The second environment is similar, except BMC has built out the organization with smart practices and demo data, providing sample incidents, configuration items (CIs), Service Level Agreements (SLAs), and the like. The latter style enables you to focus on the product and its capabilities without having to build sample data. In the third environment, the Salesforce organization has only smart practices data, which you can use to understand how Service Request Management (SRM) and SLA work in

BMC Helix Remedyforce

.

The trial environment requires you to perform basic configurations before you can start working with it. The following topics walk you through these additional steps:

Accessing the 

BMC Helix Remedyforce

trial environment

After you have registered for the trial, you will receive an email from support@salesforce.com. This email will contain your login credentials and a link to log on to the 

BMC Helix Remedyforce

30-day trial. The email can take approximately 15 minutes to be delivered. If it does not arrive within 15 minutes, be sure to check your spam folder. During your initial login, you will be asked to set a case sensitive password and specify a security question and answer. Your question and answer will be used if you forget your password. Ensure that you choose a password question and answer that you will easily remember.

Important

Do not lose your user name and password.  BMC cannot reset this information and must submit a case to Salesforce. This process can sometimes take several hours before the password is reset.

Accessing the Getting Started tab

When you log on to your

BMC Helix Remedyforce

trial environment, the Getting Started tab is displayed.

Trial-NewGettingStarted.gif

BMC recommends that you begin with the following sections in STEP 1 – Quick Setup:

Section

Details

Enhance

BMC Helix Remedyforce

Performance

BMC recommends that you compile all Apex classes in your Salesforce organization to ensure that all Apex classes for your

BMC Helix Remedyforce

trial environment are valid.

In this section, you will also find your Organization ID (also known as the Org ID), which is the unique identifier for your organization. If you lose your user name or password, having your Organization ID will speed up the ability to submit a ticket to Salesforce on your behalf.

Populate Data

If you are using a trial environment in which the product is installed into the Salesforce organization but no demo data is provided, navigate to the Populate Data section in STEP 1 – Quick Setup, select Smart Practices + Demo Data, and click Populate Data.

If you want to use only the smart practices data, select Smart Practices + Demo Data, and click Populate Data. Importing the ready-to-use, preconfigured, service request definitions (SRDs) and SLAs will help you to efficiently run your help desk.

Configuring default values that are displayed on the Client form

  1. Click the Remedyforce Administration tab.
  2. Navigate to Manage Users > User Settings.
  3. Verify that the profile under Client Form Defaults is set to ServiceDesk Client. 
  4. (Optional) Modify the default time zone, locale, or language as needed.

If you make any changes, ensure that you save your changes by clicking Save.

Accessing the Setup area in your Salesforce organization

Within your Salesforce organization, all administration functions are performed from a view known as Setup. 

In the upper-right corner, you will see your name. Click Setup next to your name.

Trial-Setup.png

Configuring Self Service in

BMC Helix Remedyforce

While Self Service has already been set up and configured in a provisioned organization, you still must register the site for it to become enabled.

  1. Navigate to the required path:  

    For Salesforce Classic, go to Setup > Build > Develop > Sites. 

    For Salesforce Lightning, go to Setup > User Interface > Sites and Domains > Sites.

    Trial-SS.png

    Note

    Because this is a trial environment, the URL cannot be set.

  2. Check the box next to I have read and accepted the Force.com Sites Terms of Use, and then click Register My Force.com Domain.
    You will get the message, Once you register, you will not be able to modify your Force.com domain name.  Are you sure?.

  3. Click OK.

    Note

    After you purchase a trial, you can contact the BMC Support organization and request that the site be renamed. 

    You will see available sites. The

    BMC Helix Remedyforce

    site is now disabled due to the use of Standard Pages. However, the Self Service site URL is still active and applicable.
    Trial-SS1.png

  4. Copy the Self Service site URL to Notepad or some other text editor, because you will need this information later to configure surveys.

Creating additional staff members

Emma is already set up with the proper settings.

  1. Click the Remedyforce Administration tab and navigate to Manage Users > Add and Edit User +.

    Note

    A plus sign ( + ) next to any listing on the Remedyforce Administration tab means you will be directed to the native Salesforce user interface.

  2. Click New User, and provide the required information.

  3. Scroll down to the BMC RemedyForce Staff section and select the following check boxes:
    • ServiceDesk Staff
    • Remedyforce Knowledge User
  4. Click Save.
  5. Scroll down to Managed Packages and click Assign License.
  6. Check the box next to BMC Remedyforce and click Add.

Creating additional clients

  1. Click the Remedyforce Administration tab.
  2. Navigate to Manage Users | Clients.
  3. Click new_icon.gif
    Trial-Clients.png
  4. Complete the fields on the form.
    Client ID is the equivalent of user name, so the ID must be in the form of an email address.
  5. Complete all of the required fields and select an Account for the client.
    If you have set a default for the Time Zone, Locale, Language, or Account field, you might find that those fields are automatically populated.
  6. Click Save.
  7. From the Remedyforce Administration tab, navigate to License and Storage Usage > Remedyforce License Usage +.
  8. Click Manage Licenses next to BMC Remedyforce.
  9. Click Add Users.
  10. Find the record that you created, select the box next to the Full Name, and click Add.

(Optional) Configuring email services

A single email service is utilized within 

BMC Helix Remedyforce

to manage the creation of incidents and to manage email conversations between staff and the client of a record. The following steps walk you through setting up the Salesforce inbox for the email service.

  1. On the Remedyforce Administration tab, navigate to Configure Email > Email Services +.
  2. Click BMCRF_EmailProcessor.
  3. In the Email Addresses section of the page, click New Email Address.
  4. In the Accept Email From text box, clear any data and click Save.
    Notice the extremely long email address that you get; for example, bmcrf_emailconversationlistener@6ygn83bbw5fbu9mr74ot0aw91.dd4j6eai.dl.apex.salesforce.com.

Customers typically set up a mailbox on their email server for everyone in the organization to use, and they give the mailbox a “friendly” name. Any email coming into that mailbox is then forwarded to the Salesforce mailbox.

(Optional) Updating Change and Incident Approval email templates

  1. While logged on to your Salesforce organization, look at your browser's URL and make a note of the instance on which your organization is hosted.
    In the following example, na9 is the instance on which this organization is hosted (your organization might differ).
    Trial-ChangeTemplate.gif
  2. Navigate to the required path: 
    • For Salesforce Classic, go to Setup > Administer > Communication Templates > Classic Email Templates.
    • For Salesforce Lightning, go to Setup> Administration > Email > Classic Email Templates.
  3. Ensure that the folder is set to BMC Remedyforce Emails.
    Trial-Email.png
  4. Find the Change Request: Approval Required Email template and click the name.
  5. Click Edit.
  6. Locate the URL:
    https://<Salesforce.com-instance>.salesforce.com/apex/{!BMCServiceDesk__Change_Request__c.Id}
  7. Replace <Salesforce.com-instance> with the instance name you noted in Step #1.  In our example the line will now be:
    https://na9.salesforce.com/{!BMCServiceDesk__Change_Request__c.Id}
  8. Click Save.
  9. Again, navigate to the required path: 
    • For Salesforce Classic, go to Setup > Administer > Communication Templates > Classic Email Templates.
    • For Salesforce Lightning, go to Setup > Administration > Email > Classic Email Templates.
  10. Ensure that the folder is set to BMC Remedyforce Emails.
  11. Find the Incident: Approval Required Email template and click the name.
  12. Click Edit.
  13. Locate the following URL:
    https://<Salesforce.com-instance>.salesforce.com/{!BMCServiceDesk__Incident__c.Id} 

    Replace <Salesforce.com-instance> with the instance name you noted in step 1. 
    In our example, the line will now be: https://na9.salesforce.com/{!BMCServiceDesk__Incident__c.Id}
  1. Click Save.

(Optional) Updating Incident Survey and Service Request Survey email templates

  1. From Remedyforce Administration, navigate to Configure Email > Email Templates +.
  2. To quickly find the correct template, use the alphabetical list and click the letter I (as in Incident).
  3. Locate the Incident Survey email template. 
  4. Click the name Incident Survey.
  5. Click Edit HTML Version.

  7. Scroll down to the bottom of the HTML body. You will find the following text:

    Click <a href="http://examplesite-enterprise-edition.ap1.force.com/apex/BMCServiceDesk__SurveyPage?i={!BMCServiceDesk__Incident__c.Id}"> here</a> to provide feedback on the service you received.

    Replace the above that is highlighted in yellow with your SelfService Site URL you copied previously.  For example, this section will now look like this:

    Click  <a href="http://bmcremedyforcetrial-1404fdb94cc.force.com/apex/BMCServiceDesk__SurveyPage?i={!BMCServiceDesk__Incident__c.Id}"> here</a> to provide feedback on the service you received.

  8. Click Save.

  9. Follow the steps 2 through 7, but this time, click the letter S and locate the Service Request Survey.

    You will find a similar section that requires updates.

(Optional) Updating workflows for surveys

  1. From Remedyforce Administration, navigate to Manage Workflows and Other Processes > Workflow Rules +.
  2. Locate the Notify the client when an incident is closed workflow and click the Workflow name.
  3. In Workflow Actions, in the Description column, click notify_client_when_incident_is_closed.
  4. Click Edit.
  5. Next to Email Template, click the lookup icon and search for Incident Survey.
  6. Click Save.
  7. Repeat steps 2 through 6, but this time, locate the Notify the client when a service request is closed workflow.
  8. In Workflow Actions, in the Description column, click notify_client_when_service_request_is_closed.
  9. Click Edit.
  10. Next to Email Template, click the lookup icon and search for Service Request Survey.
  11. Click Save.
  12. From Rules Using this Email Alert, click the Notify the client when a service request is closed rule name.
  13. If you plan to use service requests, activate the rule.

(Optional) Configuring an organization-wide email address

You might want to consider setting up a new address to benefit from Email Conversation. This email address should be the common email address that you will use for the creation of incidents and to populate the From address in Email Conversation communications.

  1. Navigate to the required path: 
    • For Salesforce Classic, go to Setup > Administer > Email Administration > Organization-Wide Addresses.
    • For Salesforce Lightning, go to Setup > Administration > Email > Organization-Wide Addresses.
  2. Click Add.
  3. Provide a display name (for example, HelpDesk) and a valid email address (for example, helpdesk@hotmail.com).
  4. Select Allow All Profiles to Use this From Address.
  5. Click Save.
    An email will be sent to the email address you defined.
  6. In the email, click the link to confirm that the mailbox is working.
  7. Click the Remedyforce Administration tab.
  8. In Application Settings on the General tab, under the section called Email Conversation, click the From email address list and select the email address that has been predefined for your organization-wide email address.
    Trial-EmailConv.png
  9. Click Save.

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