Creating accounts

The system administrator configures BMC Remedyforce for use in the organization. One of the configuration tasks includes creating the accounts that you support.

• • To create an account
  • To edit an account
  • Account fields
  • Supporting information for accounts
  • To add clients to an account
  • To add a child account to an account
  • To link services and CIs to an account
  • To attach documents or URLs to an account
  • To filter Remedyforce accounts

 
If you use accounts in Remedyforce and other Salesforce applications, you can classify accounts that are used in Remedyforce only, by selecting the Remedyforce Account check box.

When you have marked the accounts that you use in Remedyforce only and the In accounts list, display Remedyforce accounts by default check box is also selected on the General Application Settings page, only Remedyforce accounts are shown on the following pages:

• Incident form opened from the Incident Console tab
• Broadcast
• Client
• Details tab on the Instance Editor while creating a configuration item or service
• Instance Editor while creating Business Service
• General Information while creating an agreement
• Entitlement tab while creating request definition
• Configure Self Service > Branding page while assigning themes to accounts
• Knowledge Articles > Account Details section
• Enable Remedyforce Chat > Select Accounts

To create an account

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu, select Accounts.
   The Accounts option is also available in the Configuration list in the Remedyforce Workspaces tab.
3. Click .
4. On the New Account form, enter the details about the Account. For more information, see Account fields.
5. Click Save.
   After you have created the account, you can add supporting information for the account.
   For more information, see Supporting information for accounts.

6. (Optional) To designate the current record as inactive, select the Inactive check box.
   For example, if the account no longer exists, you might have to make this account record inactive.

   Note

   Records marked as inactive are not included in any search performed on the database.

To edit an account

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu, select Accounts.
3. On the Accounts page, in the Account Name column, click the name of the account you want to edit.
4. Make the required changes and click Save .

When you update an account name in a record of the Account object, the Account Trigger updates the account name in records of the User object.

Account fields

The following table provides description of the fields that are displayed on the Account page:

Supporting information for accounts

The Supporting Information tabs at the lower section of the Account form allow you to add new clients, child accounts, and documentation.

The Account form contains the following Supporting Information tabs:

• Clients - Allows you to add new clients or edit clients that you have added to the account.
• Child Accounts - Allows you to add new child accounts to the account.
• Services and CIs - Allows you to add services and configuration items to the account.
• Documentation - Allows you to attach documents and URLs to the attachments that are relevant to the account.

To add clients to an account

You can add clients to an account after creating the account.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
3. Double-click the account to which you want to add clients.
4. In the Supporting Information section, click the Clients tab.
5. From the Actions menu, select Add.
6. On the Client form, enter the required details.
   For more information, see Creating-clients-and-staff-members.
7. (Optional) To edit client details of a client linked to an account, select the client record, and from the Actions menu, select Edit.

To add a child account to an account

After saving an account, you can add and link children accounts to the account.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
3. Double-click the account to which you want to add a child account.
4. In the Supporting Information section, click the Child Accounts tab.
5. From the Actions menu, select Add.
6. Enter the required details about the account.
7. (Optional) To edit the details of a child account, select the required child account, and from the Actions menu, select Edit.

To link services and CIs to an account

You can link services and configuration items (CIs) to an account.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
3. Double-click the account to which you want to link services and CIs.
4. In the Supporting Information section, click the Services and CI tab.
5. To link a CI, from the Actions menu, select Link CI, and select the required CI from the Select From Configuration Items window.
6. To link a service, from the Actions menu, select Link Service, and select the required service from the Select From Business Services window.
7. (Optional) To unlink a record, select the record and from the Actions menu, select Unlink.

To attach documents or URLs to an account

After saving an account, you can attach documents or URLs to it.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
3. Double-click the account to which you want to attach documents or URL.
4. In the Supporting Information section, click the Documentation tab.
5. To attach a document or URL, from the Actions menu, select Add.
6. To open an attached document, select the record, and from the Actions menu, select Open.
7. To delete an attached document or URL, select the record, and from the Actions menu, select Delete.

To filter Remedyforce accounts

On the Accounts list page, you can filter accounts to see only Remedyforce accounts.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu select Accounts.
3. On the Accounts list page, click View  and select the Remedyforce Accounts check box.
   If the In accounts lists, display Remedyforce accounts by default check box (on the General Application Settings page) is selected, the Remedyforce Accounts check box is shown as selected and only Remedyforce accounts are shown in the list by default. You can clear the Remedyforce Accounts check box to show all accounts.
4. Click Apply.