Configuring after installation

This section provides information about tasks the system administrator must perform before using the BMC Remedyforce product.

Mandatory configuration for viewing record attachments

When you attach any file to a record, they are uploaded as attachments. By default, clients can view these attachments. However, in a new organization, because of a particular configuration setting, Salesforce uploads all the attachments as Salesforce files. This setting affects the visibility of files uploaded as attachments and prevents clients from viewing these files.

BMC Remedyforce does not support this Salesforce configuration. To ensure that clients can view the attachments, follow the steps given below to disable this configuration setting:

Navigate to the required path:
- For Salesforce Classic, go to Setup > Build > Customize > Salesforce Files > Settings > General Settings.
- For Salesforce Lightning, go to Setup > Platform Tools > Feature Settings > Salesforce Files > General Settings.
Click Edit.
Clear the Files uploaded to the Attachments related list on records are uploaded as Salesforce Files, not as attachments check box.
Click Save.

Note

Files uploaded prior to enabling this setting are unaffected by this change. However, if you have uploaded any files while this setting was enabled, the clients cannot view these files.

Mandatory configuration for viewing records

Non-administrative users might get the insufficient privileges error while accessing records. For example, non-administrative users might get the error while accessing incident records from Remedyforce Console > My Dashboard. To avoid this error, administrators must enable the BMCServiceDesk__ConsoleRouting Visualforce page for the affected user's profile or permission set from the following paths:

Setup > Administer > Manage Users > Profiles or Setup > Administer > Manage Users > Permission Sets (For Saleforce Classic).
Setup > Administration > Users > Profiles or Setup > Administration > Users > Permission Sets (For Saleforce Lightning).

Recommended configurations

The following table provides information about the activities that a system administrator must perform to configure BMC Remedyforce after installation.

Optional configurations

The following table provides information about optional configuration activities that help you customize BMC Remedyforce as per your business requirements.