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Accessing BMC Helix Remedyforce

Starting with BMC Helix Remedyforce version 20.24.01, all internal users (system administrators, service desk staff, service desk change managers, service desk release coordinators, and service desk clients) must use multi-factor authentication to log on to Remedyforce. When you try to log on to your Remedyforce account, you see the multi-factor authentication screen. After you enter your username and password, you are prompted to enter your second factor to verify your identity.

The following table provides more information about the instructions specific to different considerations:

Considerations

Additional information

After Auto-Enablement/Enforcement of multi-factor authentication

Follow the instructions on Salesforce Multi-Factor Authentication FAQ while logging on.

Smart Sync and Configuration Sets (BETA) features

  • If the multi-factor authentication for API Logins option is enabled for your profile or permission set, you must use a verification code such as a time-based one-time password (TOTP) from the Authenticator app along with your login password for authentication.
    For more information, see Salesforce Multi-Factor Authentication FAQ.
  • If the multi-factor authentication for API Logins option is not enabled for your profile or permission set, time-based one-time password is not required.

Integration Only users, being used in all other BMC Helix Remedyforce integrations

The multi-factor authentication for API Logins must be disabled for Integration Only user's profile or permission set.

To log on to BMC Helix Remedyforce

When you log on to BMC Helix Remedyforce, different tabs are displayed based on your profile. You can use the tabs to perform various tasks in BMC Remedyforce. To access other tabs that are available for your profile, click the + icon.

Warning

Important

The Getting Started tab is the default landing tab for system administrators. However, system administrators can configure another tab as the default tab based on their requirements. For more information, see Configuring-the-default-landing-tab.

RF_getting started.png

The following table provides information about the tabs that are displayed by default for each profile.

Success

Best practice
If you currently use the original BMC Remedyforce pages (BMC Remedyforce Home tab), you must note that if you upgrade to BMC Remedyforce 20.14.01 or later, and then create or refresh a sandbox organization, the BMC Remedyforce Home tab and the original pages are no longer available to you. We recommend that you move to the Remedyforce Console tab to manage your records (incidents, tasks, problems, change requests, releases, and broadcasts) from an integrated console. For information about the key features of the Remedyforce Console tab, see Overview-of-the-Remedyforce-Console-tab.

 

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Remedyforce 20.24.01