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Uninstalling BMC Helix Remedyforce

BMC Helix Remedyforce

is a managed package that you can install into an existing Salesforce Org or an existing Salesforce Sandbox Org.

The following sections explain the configuration settings for uninstalling

BMC Helix Remedyforce

.

Video

Watch the following video (8:00) to know how to uninstall

BMC Helix Remedyforce

:

icon_play.pnghttps://youtu.be/sItyY6v4XAk

Preparing for uninstallation

Follow the steps given below before you uninstall

BMC Helix Remedyforce

:

  1. Navigate to the required path:
    • For Salesforce Classic, go to Setup > Monitor > Jobs > Scheduled Jobs. 
    • For Salesforce Lightning, go to Setup > Platform Tools > Environments > Jobs > Scheduled Jobs.
  2. From the Action column, click Del for the following scheduled jobs for

    BMC Helix Remedyforce

    :

    • BMC Helix Remedyforce

      – Milestone Processor (date and time)
    • Remedyforce Utility Service (date and time)
    • Sales Usage Metrics

  3. 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.


    1. In the Site Label column, click SelfService and then in the Site Detail section, click Edit.
    2. Click the lookup icon for the Active Site Home Page field.
    3. In the Search box, change SSSiteLogin to SiteLogin and click Go!
    1. In the Name column, click the SiteLogin page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Active Site Home Page field now changes to SiteLogin.
    2. Click the lookup icon for the Inactive Site Home Page field.
    3. In the Name column, click the InMaintenance page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Inactive Site Home Page field now changes to InMaintenance.
    4. Click the lookup icon for the Site Template field.
    5. In the Name column, click the SiteTemplate page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Site Template field now changes to SiteTemplate.
    6. Click Save.
    7. In the Site Visualforce Pages section, click Edit.
    8. Under the Enabled Visualforce Pages list, select any pages that start with BMCServiceDesk and remove these pages back to the Available Visualforce Pages list.
    9. Click Save.
    10. In the Error Pages section, click Page Assignment.
    11. Click the lookup icon for the Authorization Required Page (401) field.
    12. In the Search box, change SSSiteLogin to SiteLogin and click Go!
    13. In the Name column, click the SiteLogin page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Authorization Required Page (401) field now changes to SiteLogin.
    14. Click Save.
    15. Click Login Settings and then Edit.
    16. Click the lookup icon for the Change Password Page field.
    17. In the Search box, change SSChangePassword to ChangePassword and click Go!
    18. In the Name column, click the ChangePassword page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Change Password Page now changes to ChangePassword.
    19. Click Save.

  4. 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.


    1. In the Site Label column, click Remedyforce and then in the Site Detail section, click Edit.
    2. Click the lookup icon for the Active Site Home Page field.
    3. In the Search box, change SDELogin to SiteLogin and click Go!
    4. In the Name column, click the SiteLogin page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Active Site Home Page field now changes to SiteLogin.
    5. Click the lookup icon for the Inactive Site Home Page field.
    6. In the Search box, change SDELogin to SiteLogin and click Go!
    7. In the Name column, click the SiteLogin page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Inactive Site Home Page field now changes to SiteLogin.
    8. Click the lookup icon for the Site Template field.
    9. In the Name column, click the SiteTemplate page (that does not have the associated Namespace Prefix as BMCServiceDesk).
      The value in the Site Template field now changes to SiteTemplate.
    10. Click Save.
    11. In the Site Visualforce Pages section, click Edit.
    12. Under the Enabled Visualforce Pages list, select any pages that start with BMCServiceDesk and remove these pages back to the Available Visualforce Pages list.
    13. Click Save.
  5. Navigate to Setup > Platform Tools > Objects and Fields > Object Manager > User > User Page Layouts.
    1. In the User Page Layouts section, click Page Layout Assignment.
    2. If the Remedyforce User page layout is assigned to one or more profiles, click Edit Assignment.
    3. Select the profiles using the Remedyforce User page layout and from the Page Layout To Use list, select User Layout (default page layout).
    4. Click Save.
  6. Navigate to Setup > Build > Customize > Home > Home Page Layouts. (Available in Salesforce Classic environment only).
    1. In the Home Page Layouts section, click Page Layout Assignment.
    2. If the Remedyforce Client Home or Remedyforce Home page layout is assigned to one or more profiles, click Edit Assignment.
    3. For each profile that uses the Remedyforce Client Home or Remedyforce Home page layout, select Home Page Default.
    4. Click Save.

  7. Navigate to the required path: 

    • For Salesforce Classic, go to Setup > Administer > Manage Users > Permission Sets.
    • For Salesforce Lightning, go to Setup > Administration > Users > Permission Sets.


    1. In the Permission Sets section, select one permission set from the list of out-of-the-box

      BMC Helix Remedyforce

      permission sets (for example, ServiceDesk Change Manager).
    2. In the Permission Set section for that particular permission set, click Manage Assignments.
    3. In the Assigned Users section, select the checkbox for all users and click Remove Assignments.
    4. Click OK and then Done.
    5. Repeat step 7a to step 7d for the remaining out-of-the-box

      BMC Helix Remedyforce

      permission sets.

  8. Navigate to the required path: 

    • For Salesforce Classic, go to Setup > Build > Develop > Email Services.
    • For Salesforce Lightning, go to Setup > Platform Tools > Custom Code > Email Services.
    1. In the Email Services page, from the Active column, click Delete for all the existing and active email services that use BMC's Apex classes.
    2. Click OK. 

Uninstalling

BMC Helix Remedyforce

Follow the steps given below to uninstall

BMC Helix Remedyforce

:

  1. Navigate to the required path:
    • For Salesforce Classic, go to  Setup > Build > Installed Packages.
    • For Salesforce Lightning, go to Setup > Apps > Packaging > Installed Packages.
  2. In the Installed Packages table, in the Action column, click Uninistall for

    BMC Helix Remedyforce

    .
  3. On the Uninstalling a Package page, select Yes, I want to uninstall the package and permanently delete all associated components.
  4. Click Uninstall.
  • If no other objects are used in the system, the Managed Package page with the Data from Uninstalled Packages section is displayed.
  • Once the uninstallation procedure is successfully completed, you will receive an email stating that the uninstallation was successful. When you return to the Installed Packages page, you will have access to a CSV file that contains the data used within the package. Salesforce will eventually delete this file after a period of time.