Adding or editing users

This topic provides information about adding system administrators and staff members from the Salesforce.com User page. For more information about using the User page to view and manage users, see the Salesforce Help.

Note

BMC recommends that you assign out-of-the-box permission sets to the users you set up in your organization. For more information, see Assigning-permission-sets.

Before you begin

Before adding users, customize the User page layout to display fields that you must select to grant additional permissions to staff members.

  1. Navigate to Setup > Customize > Users > Page Layouts.
  2. In the User Page Layouts section, in the Action column, click Edit next to the page layout that is assigned to the System Administrator profile.
  3. From the left column in the palette, select Fields.
  4. Drag the ServiceDesk Staff field to the appropriate section on the page layout.

  5. Based on the additional permissions that you want to assign to staff members, drag the following fields to the appropriate section on the page layout.

    • Enable Chat
    • Manage ServiceDesk Staff Member
    • Manage QuickViews
    • Remedyforce Administrator
    • CI Management View
    • Asset Management View

    For more information about the permissions granted by each field, see Additional permissions for staff members.

  6. Click Save.
Best practice

If you are creating staff members, BMC recommends that you customize the default Salesforce.com User page layout to use the Remedyforce User page layout, which is available when you install the BMC Remedyforce managed package. In the Remedyforce User page layout, the ServiceDesk Staff, Manage ServiceDesk Staff Member, and Manage QuickViews check boxes are available by default in the BMC Remedyforce section.

To add or edit a user

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu, select Add and Edit User.
  3. Perform one of the following actions:
    • To add a user, click New User.
    • To edit a user detail, select the check box for the required user record, and click Edit in the Action column.

  4. From the User License list, select the appropriate license.
    The following table provides information about which license and profile you must select for each user type:

  5. From the Role list, select a role for the staff member.

  6. From the Profile list, select the required profile.

    Best practice

    BMC recommends that you use the Client form to add client users. For more information, see Creating-clients-and-staff-members.

  7. To designate the user as a BMC Remedyforce staff member, select  the ServiceDesk Staff check box.
    You must also assign the ServiceDesk Staff permission set to the user. For more information, see Assigning-permission-sets.

    Note

     If you do not select the ServiceDesk Staff check box for staff members, they are not displayed in the Select from Staff window.

  8. Based on the additional permissions that you want to grant to the staff member, select the appropriate fields.
    For more information, see Additional permissions for staff members.
  9. Click Save.

Additional permissions for staff members

You can enable a few staff members to perform additional tasks in BMC Remedyforce based on your requirements. The following table lists the additional permissions that you can assign to staff members and the configurations that you must select to assign each permission.

 

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