Note This documentation supports the 20.15.02 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

Configuring Salesforce Mobile for your organization

Salesforce Mobile allows you to access the latest data in your organization through mobile devices, such as BlackBerry, Treo, iPhone, or Windows Mobile. If you want your staff members to access data from a mobile device, you must configure Salesforce Mobile by completing the following steps:

  1. Create a mobile configuration.
  2. Assign users and profiles to the mobile configuration.
  3. Add the required data sets to the mobile configuration.
  4. Select the tabs that must appear in Salesforce Mobile.
  5. Create a mobile view for the Incident object.
  6. Add the required fields to the page layout of the Incident object.

  7. Download Salesforce Mobile on your mobile device and activate it. Using the following configuration of Salesforce Mobile, when you access BMC Remedyforce from Salesforce Mobile, you can create new incident records and update incident records in BMC Remedyforce.

    For more information about Salesforce Mobile, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=overview_appxmobile.htm&loc=help&hash=topic-title.

    Note

    If Self Service is configured on a sandbox, you cannot connect to Self Service from BMC Remedyforce mobile application on your mobile device.

To configure Salesforce Mobile for your organization

  1. Navigate to Setup > Mobile Administration > Salesforce Mobile > Configurations.
  2. Click New Mobile Configuration.
  3. Enter values for the mobile configuration by following the instructions at https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=creating_mobile_configs.htm&loc=help&hash=topic-title.
  4. Click Save.
  5. In the Data Sets section, click Edit.
  6. In the Define Data Sets section, click Add.
     For more information about defining data sets, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=creating_data_sets.htm&loc=help&hash=topic-title.
    SF_Mobile4.gif
  7. In the Add a Data Set window, from the Select From list, select the Incident data set.
    SF_Mobile5.gif
  8. Click OK.
  9. In the Filter By Record Ownership section, select the All Records option.
  10. In Filter By Field for the Incident data set, create a condition with the following values:

    State Open equals True 

SF_Mobile15.gif

  1. In the Data Sets section, select Data Sets.
  2. Click Add.
  3. In the Add a Data Set window, from the Select From list, select the Category data set.
  4. Click OK.
  5. Repeat step 11 through step 14for the following data sets:
    • Impact
    • Status
    • Urgency
  6. In the Data Sets section, select the Status data set.
  7. In Filter By Field for the Status data set, create a condition with the following values:

    Applies to Incident equals True

    SF_Mobile14.gif
  8. In the Set Max Record Limit section, define the maximum number of records that this data set can transfer to mobile devices.
  9. Click Done.
  10. In the Mobile Tabs section, click Edit.
  11. Click Customize Tabs.
  12. In the Available Tabs list, select the Incident tab, and click the right arrow to move the Incident tab to the Selected Tabs list.
     For more information, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=customize_mobile_tabs.htm&loc=help&hash=topic-title.
    SF_Mobile8.gif
  13. Click Save.
  14. In the Mobile Views section, from the Select an object list, select the Incident object.
  15. Click New Mobile View.
  16. In the Step 1. Enter View Name section, in the Name field, type Open Incident.
     For more information, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=creating_mobile_views.htm&loc=help&hash=topic-title.
  17. In the Step 3. Select Fields to Display section, select the Incident # and Due Date & Time fields.
  18. In the Step 4. Define Sort Order section, from the Order by list, select Due Date & Time.
  19. From the Sort list, select Descending.
  20. Click Save.
  21. Download Salesforce Mobile on your mobile device from http://mobile.salesforce.com/setup.
  22. Log on to Salesforce Mobile with valid credentials and activate the application.
  23. The Incident tab displays Open Incidents that are sorted by the Due Date & Time field.