BMC Helix Remedyforce - Profiles Versus Permission Sets

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    BMC Helix RemedyforceProfiles Versus Permission Sets

    A guide to help you navigate the differences between the two and best practices in terms of their usage within Remedyforce.

     

     

    Profiles

    BMC Remedyforce uses Profiles to grant users access to different functions.  Profiles typically are defined by a person’s role within the organization.  Their profile will give them access to areas of Remedyforce and allow them to only access functions of the tool relevant to them.

     

     

    Permission Sets 

    A permission set allows you additional levels of access outside of your original profile.  A permission set can only provide additional access to various areas of Remedyforce. Unlike Profiles, Permission Sets are optional.  BMC recommends using out of the box permission sets along with the corresponding profile.

     

     

    The importance of profiles and permission sets in Remedyforce

    Profiles and Permission Sets allow an organization to control visibility and access to all areas of Remedyforce. This allows you to not only control access to the Remedyforce Console or Self Service but also access to Apex Classes, Visualforce Pages, Object settings etc.  Remedyforce can be expanded in terms of use to multiple groups of departments (HR, Helpdesk, Applications etc.) while also segmenting visibility between them. 

     

    Access to modules based on profiles and permission sets

    The following table lists the modules in BMC Remedyforce an example of the access that is given to the BMC Remedyforce profiles and permission sets. In the table, R represents Read, C represents Create; E represents Edit, and D represents Delete.If blank that particular profile or permission set does not have access to that module.

    ModulesProfilesPermission Sets
    ServiceDesk Change ManagerServiceDesk Client ServiceDesk StaffServiceDesk Change ManagerServiceDesk Release CoordinatorRemedyforce Administrator

    Incidents

    R, C, E, D

    R, C

    R, C, E

    R, C, E

    R

    R, C, E, D, View All, Modify All

    Tasks

    R, C, E, D

     

    R, C, E

    R, C, E

    R

    R, C, E, D, View All, Modify All

    Broadcasts

    R, C, E, D

    R

    R, C, E

    R, C, E

     

    R, C, E, D, View All, Modify All

    Problems

    R, C, E, D

     

    R, C, E

    R, C, E

    R

    R, C, E, D, View All, Modify All

    Change Requests

    R, C, E, D

     

    R

    R, C, E, D

    R

    R, C, E, D

    Releases

    R, C, E, D

     

    R

    R, C, E, D

    R, C, E, D

    R, C, E, D

    Knowledge Articles

    R, C, E, D, View All

    R

    R, C, E, D, View All

    R, C, E, D, View All

     

    R, C, E, D, View All

    Salesforce Reports tab

    view, can create customized reports, run and export reports

    view customized reports

    view, can create customized reports, run and export reports

    view, can create customized reports, run and export reports

     

    view, can create customized reports, run and export reports

    Base Element object

    R, C, E, D

     

    R, C, E

    R, C, E

     

    R, C, E, D

    All other objects that map to CI and relationship classes

    R, C, E, D

    R, C, E, D

    R, C, E, D

     

    R, C, E, D


    Note

    Although in CMDB 2.0, all CI data is stored in the Base Element object, the R, C, E, D permissions are still configured for each object that maps to a CI or relationship class in CMDB 2.0. For example, to remove the edit access only for the Computer System CI in CMDB 1.0 and 2.0, you must update permissions for the Computer System object and not the Base Element object. However, if the Base Element object is not given a specific permission, such as delete, users cannot delete a CI even if the corresponding object is given the delete permission. For example, users with the ServiceDesk Staff permission set cannot delete a Computer System CI in CMDB 1.0 or 2.0 because the Base Element object is not given the delete permission.

     

     

     

    Access to functionality based on profiles and permission sets

    The following table is an example of the various functionalities in BMC Remedyforce and the access that is given to the BMC Remedyforce profiles and permission sets. In the table, R represents Read, C represents Create; E represents Edit, and D represents Delete. If blank that particular profile or permission set does not allow access to that feature.

    ModulesProfilesPermission sets
    ServiceDesk Change ManagerServiceDesk ClientServiceDesk StaffServiceDesk Change ManagerServiceDesk Release CoordinatorRemedyforce Administrator

    QuickViews (custom)

    R

     

    R

    R

     

    R

    Agreements

    R, C, E, D

     

    R

    R, C, E, D

     

    R, C, E, D

    Request Definitions

    R, C, E, D

     

    R

    R, C, E, D

     

    R, C, E, D

    Chatter

    Default On

    Default On

    Default On

    Default On

    Default On

    Default On

    Clients

    R, C, E

    R, C, E

    R, C, E

     

    R, C, E

    Service Outages

    R, C, E, D

    R

    R, C, E

    R, C, E

     

    R, C, E, D

    Accounts

    R, C, E, D

    R

     

     

     

     

    Templates

    R, C, E, D

     

    R, C, E

    R, C, E

    R

    R, C, E, D

    Surveys

    R, C, E

    R, C, E

    R, C, E

    R, C, E

     

    R, C, E, D, View All, Modify All

    Global Search

    R, C, E, D

    R

    R, C, E, D

    R, C, E, D

     

    R, C, E, D, View All, Modify All

     

     

    Note

    Users who are assigned the Remedyforce Administrator permission set are granted only Read access to custom QuickViews. You must also select the Remedyforce Administrator check box for these users to enable them to create, edit, and delete custom QuickViews, and copy out-of-the-box QuickViews.

     

     

    Before you begin: Profiles

    Before assigning a profile to a user, ensure that you have done the following:

     

     

    How to create a profile within Remedyforce

     

    1. Click the Remedyforce Administration tab. 

    2. On the Home page, click the Manage Users tile, and from the menu select Profiles. 

    3. Under profiles, select new profile 

    4. On the new profile page view the options listed that you can grant that particular profile access to (applications, objects, system permissions etc.).    

    5. Click Save.

     

    BMC Helix Remedyforce How to Create a Profile within Remedyforce - YouTube

    To assign a profile to 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. Click the user to whom you want to assign a profile. 

    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:

     

    User

     

    License

    Out of the box Profiles

    System administrator 

    Salesforce 

    System Administrator 

    Staff 

    Salesforce Platform 

    ServiceDesk Staff 

    Change Manager 

    Salesforce Platform 

    ServiceDesk Change Manager 

    Release Coordinator 

    Salesforce Platform 

    ServiceDesk Change Manager 

    Remedyforce Administrator 

    Salesforce Platform 

    • ServiceDesk Staff 
    • ServiceDesk Change Manager 

    Service Desk Client

    Salesforce 

    ServiceDesk Client

    1. In the Profile section, click on the drop down and select the profile you wish to designate to that user. 
    2. Click Save.

     

    BMC Helix Remedyforce How to assign a Profile to a user - YouTube

     

     

    To assign a profile to multiple users

    1. Click the Remedyforce Administration tab.

    2. On the Home page, click the Manage Users tile, and from the menu select the profile you wish to assign to your user group.  

    (Alternatively, navigate to Setup > Manage Users > Profiles)

    3. Under that profile select View Users

    4. Click Add Multiple Users 

    5. Select User License

    6. A form should appear that would allow you to add up to 4 users at a time.  

    7. Click Save.

     

     

    How to clone a profile

    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
      Alternatively, navigate to Setup > Manage Users > Profiles
    3. In the Profile column, click the profile you want to clone such as ServiceDesk Staff .
    4. Click Clone
    5. Choose a new name for the cloned profile. 
    6. Click Save.

     


    Permission Sets 

    A permission set allows you additional levels of access outside of your original profile.  A permission set can only provide additional access to various areas of Remedyforce. Unlike Profiles, Permission Sets are optional.  BMC recommends using out of the box permission sets along with the corresponding profile.

     

    Out of the box permission sets:  

    The following table lists the out-of-the-box permission sets that BMC Remedyforce provides. The table also lists the user roles to which you must assign each permission set.

     

    Permission set

     

    User role

    ServiceDesk Client 

    Self Service client 

    ServiceDesk Staff 

    Staff member 

    ServiceDesk Change Manager 

    • Change manager 
    • Change initiator 
    • Change coordinator 

    Remedyforce Administrator 

    • Staff member who can perform administrative tasks in BMC Remedyforce
    • System administrator 

     

    Permission assignment options

     

    The following permission sets are provided out of the box:

    • ServiceDesk Staff
    • ServiceDesk Client
    • ServiceDesk Change Manager
    • Remedyforce Administrator

    You need to assign profiles or permission sets only once.  You can choose to assign out-of-the-box profiles or permission sets or create custom profiles and permission sets. BMC recommends that you assign a profile to a user with minimal permissions. To control other permissions, you can assign permission sets. You can apply more than one permission set to a user. The benefit of assigning out-of-the-box permission sets is minimal post upgrade manual steps because the out-of-the-box permission sets are upgraded automatically when BMC Helix Remedyforce is upgraded by BMC. If you use any of the following to control permission, after upgrade you need to manually assign access to Visualforce pages, Apex classes, objects, and fields added to a release:

    • Custom permission sets

    The out-of-the-box permission sets are upgraded automatically.

     

     

    Before you begin: 

    Before assigning a permission sets to a user, ensure that you have done the following:

     

     

    How to create a new permission set 

    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets
    3. In the Permission Set Assignment section, click New
    4. Choose a name, API name and license type for your new permission set.  Click Save.

     

    BMC Helix Remedyforce How to Create a New Permission Set - YouTube

     

    To assign a permission set to 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. Click the user to whom you want to assign a permission set.
    4. In the Permission Set Assignment section, click Edit Assignments. (The permission sets available for the license of the selected user are displayed in the Available Permission Sets list.)
    5. Select the required permission sets in the Available Permission Setslist and click the right arrow to move the selected permission sets to the Enabled Permission Sets list.
    6. Click Save.

     

    BMC Helix Remedyforce How to Assign a Permission Set to a User - YouTube

     

     

    To assign a permission set to multiple users

    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets.
      Alternatively, navigate to Setup > Manage Users > Permission Sets.
    3. In the Permission Set Label column, click the permission set you want to assign to users, such as ServiceDesk Staff .
    4. Click Manage Assignments.
    5. Click Add Assignments.
    6. In the Action column, select the check box for the users to whom you want to assign the permission set.
      To filter the users, create a list view that shows active users with the required profile.
    7. Click Assign.

     

    How to clone an existing permission set  

    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Users tile, and from the menu select Edit Permission Sets (Alternatively, navigate to Setup > Manage Users > Edit Permission Sets)
    3. In the Permission Set column, click the permission set you wish to clone 
    4. Select Clone 
    5. Assign a new name, and API Name for the cloned permission set.  
    6. Click Save.

     

    BMC Helix Remedyforce How to Clone a Permission Set - YouTube

     

     

    To enable custom permissions in profiles: 

    From Setup, enter Profiles in the Quick Find box, then select Profiles.

    1. Select a Profile.
    2. Depending on which user interface you’re using, do one of the following.
    • Enhanced profile user interface: Click Custom Permissions, and then click Edit.
    • Original profile user interface: In the Enabled Custom Permissions related list, click Edit.
    1. To enable custom permissions, select them from the Available Custom Permissions list and click Add. To remove custom permissions from the profile, select them from the Enabled Custom Permissions list and click Remove.
    2. Click Save.

     

    Stay tuned for Permission Set Groups (Beta) which is a new feature now available in Spring 19 release.  This Beta includes a new user interface for creating and managing permission set groups. 

      Salesforce Permission Set Groups Beta

     

     

    If you have any questions regarding Profiles or Permission Sets be sure to reach out to your Remedyforce Business Relationship Manager