2 Replies Latest reply on Jan 6, 2016 3:15 PM by Clay Michaels

    What is the relationship between User, Client, Account, Profile, License, Role, Queue, and View?



      I don't understand the relationship between these user management areas within RemedyForce/SalesForce. I have read a few whitepapers and a ton of posts and articles here on the Community site, and I have been fiddling in my sandbox environment.


      Is there some kind of map that lays out how these are all related to each other? I can't figure out what combination I need for each of my user types! This is very confusing, and I feel that the documentation is shockingly lacking on this topic.


      We will have internal and external user groups that need to get to RemedyForce Console, and will need varying restrictions on access and edit rights.There will also be customers-of-my-customers (end users) that will never interact directly with the RemedyForce UI, but may update tickets via email.


      Basically, which of these settings groups are used to restrict access, and which are for filters and views?




        • 1. Re: What is the relationship between User, Client, Account, Profile, License, Role, Queue, and View?
          kedar zavar

          Hi Clay,



          User/client id- Every user who would access Remedyforce or Salesforce need to have login that is what the user is

          Client is user. Just a verbiage in Remedyforce on calling requester as "Client Id"

          They are same.

          Account : Account comes from salesforce meaning "Business accounts are used to store information about companies or other entities" it could be used as location /department or for any logical grouping of customers.

          Usex x may belong to BMC account or NY Account or IT Account.

          When you pull the user on Remedyforce Incident form it auto populates account. Gives way of reporting or using SLA or showing company related issues.

          Account is not Required. Its optional but useful.

          Profile : When you create users, you assign a profile to each one. Profiles define how users access objects and data, and what they can do within the application. Basically it controls when user logs in what they will see like tabs, what type of access they will have. RF comes with profiles like ServiceDesk Staff , Service DeskClient

          Read this

          User Creation & Authentication in Remedyforce

          Remedyforce and Permission Sets


          You will need profile for each user. Its like assigning set of permissions.


          Role: This is optional. You can completely ignore this unless you are using some other Salesforce products or you have sharing needs. Salesforce offers a user role hierarchy that you can use together with sharing settings to determine the levels of access users have to your organization’s data. Roles within the hierarchy affect access on key components like records and reports


          Queue: This is like groups to whom the Incident /Task CR or Problems woudl be assigned. So every saff will belong to a Queue say Help desk, NOC,Database,HR . Queue will take ownership of issue and then it would be assigned to agent from that queue


          View: (if you are referring to Remedyforce views) View is nothing but a way of filtering data on Console. For example I may like to see only open Incidents so I may need view for that with condition which says showw me only open issues. Views are snap shot o data based on requirements.


          There is content on this topic however you may like put these together



          User is client id , client/user may belong to an account. To create user you need a profile which decides what type of access they have. Roles are optional for record sharing etc. Queue are needed by agents to group them in service verticals. Views are just way of looking at data.


          Hope this gives you some more clarity.




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          • 2. Re: What is the relationship between User, Client, Account, Profile, License, Role, Queue, and View?

            This is perfect! Thank you.


            I wish it was spelled out this simply in the documentation.