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BMC Remedyforce 20.11.01.008 Getting Started Guide April 2011 www.bmc.com

BMC Remedyforce 20.11.01.008

Getting Started Guide

BMC Remedyforce 20.11.01.008 Getting Started Guide April 2011 www.bmc.com

April 2011

www.bmc.com

Contacting BMC Software You can access the BMC Software website at htt p://www.bmc.com . Fro
Contacting BMC Software You can access the BMC Software website at htt p://www.bmc.com . Fro

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address

BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA

Telephone

713 918 8800 or 800 841 2031

Fax

713 918 8000

Outside United States and Canada

 

Telephone

(01) 713 918 8800

Fax

(01) 713 918 8000

If you have comments or suggestions about this documentation, contact Information Design and Development by email at

© Copyright 2010–2011 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

IT Infrastructure Library ® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC.

ITIL ® is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC.

The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation.

Restricted rights legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Contents Chapter 1 Setting up and configuring BMC Remedyforce 5 . Setting up the required
Contents Chapter 1 Setting up and configuring BMC Remedyforce 5 . Setting up the required

Contents

Chapter 1

Setting up and configuring BMC Remedyforce

5

. Setting up the required profiles Installing the managed package

Enabling the Customer Portal

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Enabling feed tracking for Salesforce Chatter

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Setting up the required queues

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18

Setting up the default business hours and holidays of your organization

 

21

. Setting up a Force.com Site for the BMC Login page

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Setting up

Self Service

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34

Creating email services

. Configuring email conversation

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. Collecting feedback through images in email

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36

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42

Configuring an outbound email address

58

Configuring Updating the default Adding staff

. Adding the SelfService Preferences field to User Layout Assigning a license to your user account Configuring the Customer Portal email Configuring the BMC Remedyforce dashboard

Single Sign-On with Force.com

. Configuring Salesforce Mobile for your organization

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78

Chapter 2

Upgrading to BMC Remedyforce version 20.11.01.008

 

87

Before upgrading to version

88

Disabling custom triggers and validation rules Assigning a queue for Self Service Troubleshooting upgrade issues Upgrading to version

 

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After you upgrade

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101

Updating HelpText for BMC Remedyforce objects

101

. Assigning Salesforce page layouts to BMC Remedyforce profiles

Updating labels that are not upgraded

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102

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Appendix A

Registering at the BMC Communities website

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Index

111

Chapter 1 Setting up and configuring BMC Remedyforce This section describes how to set up
Chapter 1 Setting up and configuring BMC Remedyforce This section describes how to set up

Chapter

1 Setting up and configuring BMC Remedyforce

This section describes how to set up and configure BMC Remedyforce.

The following topics are provided:

! Enabling the Customer Portal (page 6)

! Setting up the required profiles (page 7)

! Installing the managed package (page 13)

! Enabling feed tracking for Salesforce Chatter (page 18)

! Setting up the required queues (page 18)

! Setting up the default business hours and holidays of your organization (page 21)

! Setting up Self Service (page 22)

! Setting up a Force.com Site for the BMC Login page (page 34)

! Creating email services (page 36)

! Configuring an outbound email address (page 58)

! Configuring workflows (page 60)

! Updating the default configuration (page 71)

! Adding staff members (page 71)

! Adding the SelfService Preferences field to User Layout (page 73)

! Assigning a license to your user account (page 74)

! Configuring the Customer Portal email address (page 75)

! Configuring the BMC Remedyforce dashboard (page 75)

! Single Sign-On with Force.com (page 77)

! Configuring Salesforce Mobile for your organization (page 78)

BMC Remedyforce 20.11.01.008

Enabling the Customer Portal

You must enable the Customer Portal to set up Self Service on BMC Remedyforce. You cannot install the managed package if you have not enabled the Customer Portal.

For more information about Customer Portal, navigate to Help > Using the Application > Customer Portal > Setting Up Your Customer Portal.

To enable the Customer Portal

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Navigate to Setup > App Setup > Customize > Customer Portal > Settings.

Setup > Customize > Customer Portal > Settings. 3 In the Customer Portal Setup page, click

3 In the Customer Portal Setup page, click Edit.

4 Select the Enable Customer Portal check box.

click Edit. 4 Select the Enable Customer Portal check box. 5 Click Save. The Introducing the

5 Click Save.

The Introducing the Convert Portal User Access Wizard appears.

6 In the Step 1. Select Sharing Rules section, click Cancel.

Setting up the required profiles

Setting up the required profiles

You must create the ServiceDesk Staff, ServiceDesk Client, and ServiceDesk Change Manager profiles and associate your user account to a role before you install the managed package.

To set up the ServiceDesk Staff profile

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Perform the following actions to create the ServiceDesk Staff profile:

a Navigate to Setup > Administration Setup > Manage Users > Profiles.

A list of all profiles in your Salesforce.com organization is displayed.

profiles in your Salesforce.com organization is displayed. b Click the Standard Platform User profile in the

b Click the Standard Platform User profile in the Profile Name column.

BMC Remedyforce 20.11.01.008

The details of the Standard Platform User profile are displayed.

details of the Standard Platform User profile are displayed. c Click Clone. d Type ServiceDesk Staff

c Click Clone.

d Type ServiceDesk Staff in the Profile Name field.

d Type ServiceDesk Staff in the Profile Name field. e Click Save. To set up the

e Click Save.

To set up the ServiceDesk Client profile

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Perform the following actions to enable the Customer Portal:

Setting up the required profiles

a Navigate to Setup > App Setup > Customize > Customer Portal > Settings.

Setup > Customize > Customer Portal > Settings. b Click Edit in the Action column. c

b Click Edit in the Action column.

c Select the Login Enabled check box.

in the Action column. c Select the Login Enabled check box. d Click Save. 3 Perform

d Click Save.

3 Perform the following actions to create the ServiceDesk Client profile:

a Navigate to Setup > Administration Setup > Manage Users > Profiles. A list of all profiles in your Salesforce.com organization is displayed.

b Click the Customer Portal Manager Custom profile in the Profile Name column.

BMC Remedyforce 20.11.01.008

The details of the Customer Portal Manager Custom profile are displayed.

of the Customer Portal Manager Custom profile are displayed. c Click Clone. d Type ServiceDesk Client

c Click Clone.

d Type ServiceDesk Client in the Profile Name field.

d Type ServiceDesk Client in the Profile Name field. e Click Save. 4 Perform the following

e Click Save.

4 Perform the following actions to assign a role to your system administrator account:

NOTE

If your Salesforce.com organization does not have roles, create the required roles. For more information about creating a role, navigate to Help > Setup > User Management > Managing Roles > Working with Roles.

a Navigate to Setup > Administration Setup > Manage Users > Users.

b Click Edit in the Action column to edit your user account details.

Setting up the required profiles

c In the General Information section, select any role from the Role list.

Information section, select any role from the Role list. d Click Save. NOTE When you create

d Click Save.

NOTE

When you create a client and associate a BMC Remedyforce organization with the client, the Main Contact (owner) of the BMC Remedyforce organization should have a role in the Salesforce.com Organization's Role Hierarchy. For more information, see the Creating client records section of the BMC Remedyforce Online Help.

To set up the ServiceDesk Change Manager profile

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Perform the following actions to create the ServiceDesk Change Manager profile:

a Navigate to Setup > Administration Setup > Manage Users > Profiles.

BMC Remedyforce 20.11.01.008

A list of all profiles in your Salesforce.com organization is displayed.

profiles in your Salesforce.com organization is displayed. b Click the Standard Platform User profile in the

b Click the Standard Platform User profile in the Profile Name column. The details of the Standard Platform User profile are displayed.

details of the Standard Platform User profile are displayed. c Click Clone. d Type ServiceDesk Change

c Click Clone.

d Type ServiceDesk Change Manager in the Profile Name field.

are displayed. c Click Clone. d Type ServiceDesk Change Manager in the Profile Name field. 12

Installing the managed package

3 Click Save.

Installing the managed package

After you set up the required profiles, you can install the managed package. Before you install the managed package, you must enable the Customer Portal. For more information, see “Enabling the Customer Portal” on page 6.

To install the managed package

1

In the email that contains the URL to the managed package, click the URL to access the managed package.

2

In the Log In page, log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

3

In the Password Required section, type the password of the managed package in the Password field.

4

Click Submit.

5

In the Package Installation Details section, click Continue.

6

In Step 1. Approve Package API Access of the Package Installer wizard, click Next.

No actions are required for Step 1 of the Package Installer wizard.

are required for Step 1 of the Package Installer wizard. Chapter 1 Setting up and configuring

BMC Remedyforce 20.11.01.008

7 In Step 2. Choose Security Level of the Package Installer wizard, click the Select security settings option button to configure the access level for the profiles in your Salesforce.com organization.

level for the profiles in your Salesforce.com organization. 8 In the Customize security section, perform the

8 In the Customize security section, perform the following actions:

! For the ServiceDesk Change Manager profile, select ServiceDesk Change Manager from the Access Level list.

! For the ServiceDesk Client profile, select ServiceDesk Client from the Access Level list.

! For the ServiceDesk Staff profile, select ServiceDesk Staff from the Access Level list.

Installing the managed package

! For the rest of the profiles, leave the default value of No Access.

NOTE

If you are an existing Salesforce customer and have custom profiles, assign the level of access that is appropriate to the custom profiles.

level of access that is appropriate to the custom profiles. 9 Click Next. 10 In Step

9

Click Next.

10

In Step 3. Install Package of the Package Installer wizard, click Install.

BMC Remedyforce 20.11.01.008

You receive an email when the installation is complete.

You receive an email when the installation is complete. 11 After the managed package installation is

11 After the managed package installation is complete (the Administrator account will receive a confirmation email), you must deploy the managed package on your Salesforce.com organization. Perform the following actions:

a Navigate to Setup > App Setup > View Installed Packages.

b In the Installed Packages section, click the BMC Remedyforce package in the Package Name column.

the BMC Remedyforce package in the Package Name column. c In the Installed Package Detail section,

c In the Installed Package Detail section, click Deploy.

c In the Installed Package Detail section, click Deploy . d In the Deploy Package page,

d In the Deploy Package page, scroll to the end of the page and click Deploy.

The managed package is deployed on your Salesforce.com organization.

12 In the Home tab, select BMC Remedyforce from the Force.com App Menu in the upper right section.

Installing the managed package

13 In the Configuration page, click Configure Application.

13 In the Configuration page, click Configure Application. The required application data is automatically imported into

The required application data is automatically imported into the system.

14 In the Step 2 section, click the Launch BMC Remedyforce link to go to the home page of BMC Remedyforce.

BMC Remedyforce 20.11.01.008

Enabling feed tracking for Salesforce Chatter

After you have installed the managed package, you must enable feed tracking for custom objects and their fields. You can enable feed tracking for 20 fields of each object. The updates of the enabled fields appear in the Chatter Feed.

For more information about Salesforce Chatter, see https://

title&target=collab_overview.htm. For more information about enabling

Enable feed tracking for the following custom objects and their fields:

! Broadcast

! Incident

! FAQ

! Change Request

! Base Element—Enable feed tracking for this object to view posts, comments, and field updates that are made to a configuration item.

NOTE

If you have added custom fields to existing objects or to custom objects, you must enable feed tracking to track changes to these fields in the chatter stream.

Setting up the required queues

You must create the following queues to be able to assign incidents and tasks to queues:

! Incident Queue

! Task Queue

To set up the required queues

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Perform the following actions to create the Incident Queue:

a Navigate to Setup > Administration Setup > Manage Users > Queues.

Setting up the required queues

A list of all queues in your Salesforce.com organization is displayed.

all queues in your Salesforce.com organization is displayed. b Click New. c Type Incident Queue in

b Click New.

c Type Incident Queue in the Queue Name field.

Click New. c Type Incident Queue in the Queue Name field. d In the Available Objects

d In the Available Objects list of the Supported Objects section, select the Incident object.

BMC Remedyforce 20.11.01.008

e Click the right arrow to move the Incident object from the Available Objects list

to the Selected Objects list.

the Available Objects list to the Selected Objects list. f the Queue Members section, sele ct

f the Queue Members section, select Users from the Search list.

g the Available Members list, select the staff members who should be part of

In

In

this queue.

h Click the right arrow to move the selected staff members from the Available Members list to the Selected Members list.

the Available Members list to the Selected Members list. i Click Save. 3 Perform the following

i Click Save.

3 Perform the following actions to create the Task Queue:

a Navigate to Setup > Administration Setup > Manage Users > Queues.

A list of all queues in your Salesforce.com organization is displayed.

b Click New.

Setting up the default business hours and holidays of your organization

c Type Task Queue in the Queue Name field.

d In the Available Objects list of the Supported Objects section, select the Task (Installed Package: BMC Remedyforce) object.

e Click the right arrow to move the Task (Installed Package: BMC Remedyforce) object from the Available Objects list to the Selected Objects list.

the Available Objects list to the Selected Objects list. f In the Queue Members section, sele

f In the Queue Members section, select Users from the Search list.

g In the Available Members list, select the staff members who should be part of this queue.

h Click the right arrow to move the selected staff members from the Available Members list to the Selected Members list.

i Click Save.

Setting up the default business hours and holidays of your organization

You must configure the default business hours, time zone associated with the business hours, and holidays of your organization for the system administrator to configure the Application Settings of BMC Remedyforce to calculate the due date by using these values.

BMC Remedyforce 20.11.01.008

Navigate to Setup > Company Profile > Business Hours to configure the business hours of your organization. For more information about configuring the default business hours and time zone for your organization, see https://

tomizing.

Navigate to Setup > Company Profile > Holiday to configure holidays for your organization. For more information about configuring holidays for your

Setting up Self Service

This section describes how to set up Self Service for BMC Remedyforce.

To set up Self Service

1

Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2

Navigate to Setup > App Setup > Develop > Sites.

3

In the Sites page, type the domain that you want to associate with Self Service.

4

Click Check Availability.

If the domain is available, the following message appears:

Success: The Force.com domain name " <domain> -force.com" is available.

name " <domain> -force.com" is available. 5 Select the I have read and accepted the Force.com

5

Select the I have read and accepted the Force.com Sites Terms of Use check box.

6

Click Register My Force.com Domain.

NOTE

You cannot modify the domain name after you complete the registration process.

Domain. NOTE You cannot modify the domain name after you complete the registration process. 22 Getting

Setting up Self Service

7 In the confirmation dialog box, click OK.

8 In the Sites (<domain name>) section, click New.

9 In the New Sites section, enter the following information:

a Type SelfService in the Site Label field.

b Type SelfService in the Site Name field.

c Type BMC Remedyforce Self Service in the Site Description field.

By default, your name is populated in the Site Contact field.

d Select the Active check box.

e Ensure that SSSiteLogin and InMaintenance are entered in the Active Site Home Page and Inactive Site Home Page fields, respectively.

f Type SiteTemplate in the Site Template field.

g Select the Enable Feeds check box.

h Click Save.

field. g Select the Enable Feeds check box. h Click Save. Chapter 1 Setting up and

BMC Remedyforce 20.11.01.008

10 In the Site Visualforce Pages section of the Site Details SelfService page, click Edit.

section of the Site Details SelfService page, click Edit. 11 In the Available Visualforce Pages list,

11 In the Available Visualforce Pages list, select the following Visualforce pages to make these Visualforce pages accessible at Self Service:

! BandwidthExceeded

! ChangePassword

! Exception

! FileNotFound

! ForgotPassword

! ForgotPasswordConfirm

! InMaintenance

! SiteLogin

! SiteRegister

! SiteRegisterConfirm

! SiteTemplate

! Unauthorized

! BMCServiceDesk.SSSiteLogin

! BMCServiceDesk.SSChangePassword

! BMCServiceDesk.SSFetchMobileConfig

! BMCServiceDesk.SSForgotLoginInfo

! BMCServiceDesk.SSMobileForgotPassword

! BMCServiceDesk.SSSiteRegister

! BMCServiceDesk.UnderConstruction

Setting up Self Service

NOTE

Some of these Visualforce pages might already be present in the Enabled Visualforce Pages list.

12 Click the right arrow to move the selected Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list.

Pages list to the Enabled Visualforce Pages list. 13 Click Save. 14 In the Error Pages

13 Click Save.

14 In the Error Pages section of the Site Details SelfService page, click Page Assignment.

of the Site Details SelfService page, click Page Assignment. 15 Click the Authorization Required Page (401)

15 Click the Authorization Required Page (401) lookup.

16 In the Lookup window, type SSSiteLogin, and click Go.

16 In the Lookup window, type SSSiteLogin, and click Go. Chapter 1 Setting up and configuring

BMC Remedyforce 20.11.01.008

17 In the Name column, click SSSiteLogin.

20.11.01.008 17 In the Name column, click SSSiteLogin. 18 Click Save. 19 In the Site Detail

18 Click Save.

19 In the Site Detail section, click Login Settings.

Save. 19 In the Site Detail section, click Login Settings. 20 Click Edit. 21 Select Customer

20 Click Edit.

Site Detail section, click Login Settings. 20 Click Edit. 21 Select Customer Portal: Customer Portal from

21 Select Customer Portal: Customer Portal from the Enable Login For list.

Portal: Customer Portal from the Enable Login For list. 22 Click the Change Password Page lookup.

22 Click the Change Password Page lookup.

23 In the Lookup window, type SSChangePassword and click Go.

24 Click SSChangePassword.

Lookup window, type SSChangePassword and click Go. 24 Click SSChangePassword. 25 Click Save. 26 Getting Started

25 Click Save.

Setting up Self Service

26 To return to the SelfService Settings page, click Back to Site Detail: SelfService.

27 In the Site Detail section, click Public Access Settings.

In the Site Detail section, click Public Access Settings. 28 In the Profile Detail section, click

28 In the Profile Detail section, click Edit.

Settings. 28 In the Profile Detail section, click Edit. 29 In the Custom Object Permissions section

29 In the Custom Object Permissions section at the bottom of the Profile Edit:

SelfService Profile page, select the Read check box for the following objects:

! SelfService Images

! SelfService Themes

objects: ! SelfService Images ! SelfService Themes 30 Click Save. 31 In the Profile Detail section,

30 Click Save.

31 In the Profile Detail section, click View Users.

The single account of Site Guest User Self Service appears.

32 Click the Site Guest User Self Service account.

33 In the Managed Packages section, click Assign Licenses.

BMC Remedyforce 20.11.01.008

34 Select BMC Remedyforce and assign a license to this account.

When you assign a license, the Self Service Site becomes available for your Self Service clients to use.

35 Navigate to Setup > App Setup > Create > Objects.

36 Perform the following actions for the Base Element custom object:

a In the Custom Objects page, click <custom object name>.

b Click Edit.

c In the Optional Features section, select the Available for Customer Portal check box.

section, select the Available for Customer Portal check box. d Click Save. 37 Repeat step a

d Click Save.

37 Repeat step a through step d for the following custom objects:

! Broadcasts

! Broadcast Account Link

! Category

! CustomAttachment

! FAQ

! FAQ Category

! Impact

! Incident

! Incident History

! PopupObject

! QuickLink

! SelfService Image

! SelfService Theme

! Status

! Task

! Urgency

38 Navigate to Setup > Administration Setup > Manage Users > Profiles.

39 In the Action column, click Edit beside ServiceDesk Client profile.

Setting up Self Service

40 In the Custom Object Permissions section, select the Create check box for the following custom objects:

! CustomAttachment

! Incident

! QuickLink

! Task

41 Select the Edit check box for the Incident custom object and click Save.

check box for the Incident custom object and click Save. 42 Click the Accounts tab. NOTE

42 Click the Accounts tab.

NOTE

If the Accounts tab is not visible, click the All Tabs tab (the plus icon) and click Accounts.

click the All Tabs tab (the plus icon) and click Accounts. 43 Click New. Chapter 1

43 Click New.

Tabs tab (the plus icon) and click Accounts. 43 Click New. Chapter 1 Setting up and

BMC Remedyforce 20.11.01.008

44 In the Account Information section, type Portal Account in the Account Name field.

section, type Portal Account in the Account Name field. 45 Click Save. 46 In the Account

45 Click Save.

46 In the Account Detail section, click the Account Owner name to display the details of the user who is designated as the Account Owner.

details of the user who is designated as the Account Owner. 47 In the User Detail

47 In the User Detail section, confirm that the Account Owner has a role.

NOTE

If the Account Owner does not have a role, you can assign a role by clicking the Edit button, selecting a role from the Role list, and clicking the Save button. If the Role list does not contain any roles, create the required roles. For more information about creating a role, navigate to Help > Setup > User Management > Managing Roles > Working with Roles.

Management > Managing Roles > Working with Roles. 48 Navigate to Setup > Administration Setup >

48 Navigate to Setup > Administration Setup > Manage Users > Queues.

49 Click New.

Setup > Manage Users > Queues. 49 Click New. 50 Type a name for the queue

50 Type a name for the queue in the Queue Name field.

For example, type SelfService.

51 (optional) Type an email address for the queue in the Queue Email field.

52 In the Available Objects list of the Supported Objects section, select the Incident object.

Setting up Self Service

53 Click the right arrow to move the Incident object from the Available Objects list to the Selected Objects list.

the Available Objects list to the Selected Objects list. 54 (optional) Perform the following actions to

54 (optional) Perform the following actions to assign staff members to this Queue:

a In the Queue Members section, select Users from the Search list.

Queue Members section, sele ct Users from the Search list. b In the Available Members list,

b In the Available Members list, select the staff members who should be part of this queue.

c Click the right arrow to move the selected staff members from the Available Members list to the Selected Members list.

55 Click Save.

56 Click the Setup link in the upper-right section of the BMC Remedyforce home page.

57 Navigate to App Setup > Customize > Customer Portal > Settings.

BMC Remedyforce 20.11.01.008

58 In the Portals section, click Customer Portal in the Name column.

Portals section, click Customer Portal in the Name column. 59 Click Edit. 60 Click the Administrator

59 Click Edit.

60 Click the Administrator lookup.

61 In the Lookup window, click an Administrator account.

62 In the Self-Registration Settings section, select Customer Portal Manager Customer from the Default New User License list.

Manager Customer from the Default New User License list. 63 Select User from the Default New

63 Select User from the Default New User Role list.

64 Select ServiceDesk Client from the Default New User Profile list.

NOTE

You can select any profile that is available when you select Customer Portal Manager Custom from the Default New User License list. The selected profile must be assigned the ServiceDesk Client access level when you install the managed package. For more information, see step 8 on page 14.

65 Click Save.

66 In the Assigned Profiles section, click Edit Profiles.

66 In the Assigned Profiles section, click Edit Profiles. 67 Select the Active check box for

67 Select the Active check box for the ServiceDesk Client profile and click Save.

Setting up Self Service

68 In the Salesforce Applications list, select BMC Remedyforce.

In the Salesforce Applications list, select BMC Remedyforce. 69 In BMC Remedyforce, navigate to Configuration >

69 In BMC Remedyforce, navigate to Configuration > Self Service > Self Service Settings.

70 In the Incidents section of the Defaults tab, click the Incident Assignment to Queue list.

Defaults tab, click the Incident Assignment to Queue list. 71 In the Select from Queue window,

71 In the Select from Queue window, select the queue that you have created.

72 In the Portal and Profile Configuration section of the Defaults tab, perform the following actions:

a Click the Portal Account ID list.

b In the Select from Accounts window, select the Account that you have created.

c Select the Show My Profile on Application Banner check box to display the My Profile link in the banner of the browser.

display the My Profile link in the ba nner of the browser. 73 Click the Save

73 Click the Save toolbar button.

BMC Remedyforce 20.11.01.008

You can now use your Customer Portal URL to access Self Service.

Setting up a Force.com Site for the BMC Login page

You can set up a Force.com Site and assign a Login page that allows users to log in to BMC Remedyforce directly. When users access BMC Remedyforce from this login page, they are taken directly to the home page of BMC Remedyforce.

To set up a Force.com Site

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Navigate to Setup > App Setup > Develop > Sites.

3 Click New.

> App Setup > Develop > Sites. 3 Click New. 4 Type the label of your

4 Type the label of your site in Site Label field.

5 Type the name of your site in Site Name field.

6 Click the Active Site Home Page lookup.

Setting up a Force.com Site for the BMC Login page

7

In the Lookup window, click the SDELogin page with the Namespace Prefix as BMCServiceDesk.

page with the Namespace Prefix as BMCServiceDesk . 8 Click the Inactive Site Home Page lookup.

8

Click the Inactive Site Home Page lookup.

9

In the Lookup window, click the SDELogin page with the Namespace Prefix as BMCServiceDesk.

10

Select the Active check box to make the site publicly available.

10 Select the Active check box to make the site publicly available. 11 Click Save to

11

Click Save to launch the Site Details page.

The Site Details section of the Site Details page displays the URL for the site you created. This site can be used to launch the Login page. When a user logs in to this site, they are taken directly to the home page of BMC Remedyforce. When the user logs out or the user's session times out, this Login page is displayed.

BMC Remedyforce 20.11.01.008

Creating email services

If you want your users to create incidents and retrieve the status of incidents through email, you must create an email service and add the EmailListener out- of-the-box Apex class to the email service. Additionally, you can create another email service that allows staff members to interact with customers through email. For more information, see “Configuring email conversation” on page 38. You can also collect feedback from clients by embedding images in an email template and configuring the Notify the client when an incident is closed workflow to send an email with this template to the client. For more information, see “Collecting feedback through images in email” on page 42.

The EmailListener Apex class allows users to create incidents and retrieve the status of incidents through email. For more information about the type of BMC Remedyforce Apex classes available, see the BMC Remedyforce Online Help.

After adding this Apex class, you must configure an email address for the email service. This Apex class processes the email that is sent to the email address you have configured.

To create an email service to create incidents or retrieve the status of incidents

1 Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > Setup > User Management > User Permissions on Profiles > Administrative Permissions.

2 Navigate to Setup > App Setup > Develop > Email Services.

3 Click New Email Service.

Creating email services

4 Type the name of your email service in the Email Service Name field.

NOTE

BMC recommends that you add BMCSD at the beginning of the email service's name to allow you to differentiate BMC Remedyforce email services from the other email services that you create.

services from the other email services that you create. 5 Click the Apex Class lookup. 6

5 Click the Apex Class lookup.

6 In the Lookup window, click the required Apex class.

6 In the Lookup window, click the required Apex class. 7 Select All from the Accept

7 Select All from the Accept Attachments list.

8 Select the Convert Text Attachments to Binary Attachments check box to make sure that attachments are not lost or deleted from the email.

BMC Remedyforce 20.11.01.008

9 Select the Active check box to enable the email service. 10 Depending on your
9
Select the Active check box to enable the email service.
10
Depending on your organization's requirements, configure the remaining fields.
For more information, navigate to Help > Setup > Develop > Using Email Services
> What are Email Services? > Defining Email Services.
11
Click Save.

NOTE

You must configure an email address for this email service. The Apex class in the email service processes the email that is sent to the email address you have configured. For more information about configuring an email address, see the BMC Remedyforce Online Help.

Configuring email conversation

If you want your staff members to interact with the clients of their incidents, you must configure email conversation on BMC Remedyforce. The following steps provide an overview of how to configure email conversation:

Step 1

Create an email service.

Step 2

Add the EmailConversationListener out-of-the-box Apex class to the email service.

Step 3

Create an email address for the email service.

Step 4

Create an outbound email address for your organization.

Creating email services

Step 5

Configure your Email server to route the all emails from your organization's outbound email address to the email address created for the email service.

Step 6

Configure the From email address list in Application Settings to use the outbound email address.

To configure email conversation

1

Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > User Management > User Permissions on Profiles > Administrative Permissions.

2

Navigate to Setup > App Setup > Develop > Email Services.

3

Click New Email Service.

4

Type the name of your email service in the Email Service Name field.

For example, type BMCSDOF_EmailConversationService as the name of the

email service.

NOTE

BMC recommends that you add BMCSDOF at the beginning of the email service's name to allow you to differentiate BMC Remedyforce email services from the others email services that you create.

5

Click the Apex Class lookup.

6

In the Lookup window, click the EmailConversationListener Apex class.

7

Select All from the Accept Attachments list.

8

Select the Convert Text Attachments to Binary Attachments check box to make sure that attachments are not lost or deleted from the email.

9

Select the Active check box to enable the email service.

10

Depending on your organization's requirements, configure the remaining fields.

For more information, navigate to Help > Setup > Develop > Using Email Services > What are Email Services? > Defining Email Services.

11

Click the Save and New Email Address button to save the email service and configure an email address for this email service.

12

In the Email Address Information section of the Email Service Address page, type the user name of the email address in the Email address field.

Salesforce.com creates and assigns a unique domain name to the email address.

For example, type servicedesk as the user name of the email address. Salesforce.com generates a unique domain for this email address, such as

servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com.

For more information, navigate to Help > Setup > Develop > Using Email Services > What are Email Services? > Defining Email Service Addresses.

BMC Remedyforce 20.11.01.008

13 Select the Active check box to activate the email address.

14 Click the Context User lookup.

15 In the Lookup window, click the required user.

16 (optional) Type the valid email addresses in the Accept Email From field.

The email service address accepts emails from these email addresses only.

17 Click Save.

18 Perform the following actions to create an outbound email address for your organization:

An organization-wide email address can be used for all outbound email from your organization. You can configure the Display Name of the email address to display your department name, such as Service Desk [servicedesk@bmc.com]. When a staff member sends an email to the client of an incident, the email is sent from this email address. Additionally, you can configure your notification workflows to use this email address to send notification emails to clients when their incidents are created or closed.

NOTE

Make sure you provide a meaningful Display Name because the Display Name appears as the email sender's name when any email is sent to a client by a staff member.

For more information, see “Configuring an outbound email address” on page 58

n.

a Navigate to Setup > Administration Setup > Email Administration > Organization-Wide Addresses.

b Click Add.

c Type the display name of your organization-wide email address in the Display Name field.

NOTE

no-reply@salesforce.com; on behalf of: is automatically added before the

display name. You can disable this addition. For more information, see step 19.

d Type the organization-wide email address that you want to use for all outbound email in the Email Address field.

e Select the Allow All Profiles to Use this From Address option button to use this email address for all outbound email from staff members.

Creating email services

f Click Save.

Salesforce.com sends a verification email to the email address you have specified in the Email Address field.

g In the verification email, click the confirmation link to confirm the validity of the organization-wide email address to be able to use this email address for outbound emails.

If the verification is not performed, staff members cannot use this email address to send emails to clients.

19 Perform the following actions to remove the no-reply@salesforce.com; on behalf of: that is automatically added before the display name:

a Navigate to Setup > Administration Setup > Email Administration > Deliverability.

b In the Email Security Compliance section, clear the Enable Sender ID compliance check box.

c Click Save.

20 In BMC Remedyforce, configure the From email address list in the Email Conversation section of the General tab of Application Settings to use the outbound email address of your organization.

For example, select servicedesk@bmc.com from the From email address list.

For more information about configuring Application Settings, see the BMC Remedyforce Online Help.

21 Configure your Email server to route the all emails from your organization's outbound email address to the email address created for the email service.

When a staff member sends an email to the client, the email is sent from the servicedesk@bmc.com email address. When the client replies to the email, the reply goes to the mailbox represented by servicedesk@bmc.com. To associate the reply email to the incident of the client, you must configure the reply to the email to be forwarded to the email address that is configured for your email service. For example, you must configure the reply to the email to be forwarded to the

servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com that is

configured for the BMCSDOF_EmailConversationService email service in step 12. When the email service receives the reply, it associates the email to the appropriate incident.

NOTE

Work with your Email Administration group to set up a rule to automatically forward all emails that come to your outbound email address (servicedesk@bmc.com). These emails must be forwarded to the email address

(servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com) of your

email service.

For more information about configuring your Email server, see the documentation of your Email server.

BMC Remedyforce 20.11.01.008

Collecting feedback through images in email

When you close an incident, you can configure the Notify the client when an incident is closed workflow to send an email to the client of the incident and allow the client to provide feedback about how you have resolved the incident. If you embed images in the email template, it is easier for your clients to click on these embedded images to indicate their feedback. This feedback is stored in the Feedback field of the Incident object. After you configure the images in the email template, you can create a QuickView to display all incidents for which you have received negative feedback.

The following steps provide an overview of how to collect feedback from customers through email:

Step 1

Upload the images to be used for collecting feedback to the document library in the Documents tab.

Step 2

Create a new email service.

Step 3

Update the Incident Email Template 6 Feedback Image email template to use

the uploaded images.

Step 4 Configure the Notify the client when an incident is closed workflow to

use the Incident Email Template 6 Feedback Image email template to send notification emails.

Step 5

Create a QuickView to display the feedback received from clients.

To collect feedback through images in email

1

Log in to your Salesforce.com organization as a user with administrative permissions.

For more information, navigate to Help > User Management > User Permissions on Profiles > Administrative Permissions.

Creating email services

2 Click the Documents tab.

NOTE

If the Documents tab is not visible, click the All Tabs tab (the plus icon) and click Documents.

click the All Tabs tab (the plus icon) and click Documents. 3 In the Recent Documents

3 In the Recent Documents section, click New.

Documents. 3 In the Recent Documents section, click New. Chapter 1 Setting up and configuring BMC

BMC Remedyforce 20.11.01.008

4 In the 1. Enter details section, type Thumb Up in the Document Name field.

details section, type Thumb Up in the Document Name field. The Document Unique Name field is

The Document Unique Name field is populated with the value from the Document Name field, and the spaces in the Document Name are replaced by underscores.

5 Select the Externally Available Image check box to make this image available in HTML email templates without requiring a Salesforce.com username and password.

6 Select Shared Documents from the Folder list.

If you do not have a Shared Documents folder, create this folder by performing the following actions:

a Click the Documents tab.

b In the Document Folders section, click the Create New Folder link.

c Type Shared Documents in the Document Folder Label field.

d Select Read/Write from the Public Folder Access list.

e Make sure that the This folder is accessible by all users option button is selected.

f Click Save.

7 (optional) Type Icon of Thumbs Up in the Description field.

8 In the 2. Select the File section, click Browse to browse to the location where the image you want to use for positive feedback is located.

Creating email services

9 Select the required image and click Open. 10 Click Save. 11 Copy the URL
9
Select the required image and click Open.
10
Click Save.
11
Copy the URL in the Address Bar of your browser and paste it in a Notepad file.
This URL is the unique image ID of the Thumbs Up document. This URL is used
to embed the Thumbs Up document in the feedback email template.
12
Click the Documents tab.

BMC Remedyforce 20.11.01.008

13 Repeat step 3 through step 11 to upload the Thumbs Down image that you want to use for negative feedback.

Down image that you want to use for negative feedback. 14 Navigate to Setup > Administration

14 Navigate to Setup > Administration Setup > Company Profile > Company Information.

15 In the Organization Detail section, copy your Salesforce.com Organization ID to the Notepad file that contains the image IDs of the Thumbs Up and Thumbs Down documents.

the image IDs of the Thumbs Up and Thumbs Down documents. Your Notepad file should contain

Your Notepad file should contain the following information:

Your Notepad file should contain the following information: 16 Navigate to Setup > App Setup >

16 Navigate to Setup > App Setup > Develop > Email Services.

17 Click New Email Service.

Creating email services

18 Type BMCSDOF_CloseIncidentEmailListener as the name of your email service

in the Email Service Name field.

name of your email service in the Email Service Name field. 19 Click the Apex Class

19 Click the Apex Class lookup.

20 Type Close in the Search field and click Go to reduce the number of search results displayed in the lookup window.

the number of search results displayed in the lookup window. 21 Click the CloseIncidentEmailListener Apex class.

21 Click the CloseIncidentEmailListener Apex class.

22 Select All from the Accept Attachments list.

NOTE

BMC recommends that you make this selection even though the CloseIncidentEmailListener Apex class does not support incoming attachments.

BMC Remedyforce 20.11.01.008

23 Select the Convert Text Attachments to Binary Attachments check box to make sure that attachments are not lost or deleted from the email.

NOTE

BMC recommends that you make this selection even though the CloseIncidentEmailListener Apex class does not support incoming attachments.

24 Select the Active check box to enable the email service.

25 Depending on your organization's requirements, configure the remaining fields.

For more information, navigate to Help > Setup > Develop > Using Email Services > What are Email Services? > Defining Email Services.

What are Email Services? > Defining Email Services. 26 Click Save. 27 Click New Email Address

26 Click Save.

27 Click New Email Address to configure an email address for this email service.

28 Type the user name of the email address in the Email address field.

Salesforce.com creates and assigns a unique domain name to the email address.

For more information, navigate to Help > Setup > Develop > Using Email Services > What are Email Services? > Defining Email Service Addresses.

29 Clear the contents of the Accept Email From text box.

Creating email services

30 Click Save.

The Salesforce unique email address is associated with the BMCSDOF_CloseIncidentEmailListener email service. In this example, the unique email address is

bmcsdof_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.sa

lesforce.com.

31 Copy the Salesforce unique email address to your Notepad file.

the Salesforce unique email address to your Notepad file. 32 Navigate to Setup > Administration Setup

32 Navigate to Setup > Administration Setup > Communication Templates > Email Templates.

33 Select BMC ServiceDesk Email Templates from the Folder list.

Depending on when you have initiated your Salesforce.com organization, the Folder list might display SDE Emails instead of BMC ServiceDesk Email Templates. If you have SDE Emails in the Folder list, select SDE Emails.

34 Click Incident Email Template 6 Feedback Image in the Email Template Name column.

Template 6 Feedback Image in the Email Template Name column. Chapter 1 Setting up and configuring

BMC Remedyforce 20.11.01.008

35 In the Email Template section, click Edit Template to view the Visualforce code for this template.

NOTE

BMC recommends that you save a copy of the existing Visualforce code for this template before you make updates to the code.

code for this template before you make updates to the code. 36 Navigate to line 27

36 Navigate to line 27 of the code.

<a

href="mailto:testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.

com?subject=Feedback%20is%20positive%20for%20Incident%20Number%20{

!relatedto.Name}&body=Caution%20:%20Please%20do%20not%20change%20s

ubject%20of%20the%20email.%20If%20you%20change%20the%20subject,%20

BMC%20ServiceDesk%20on%20Force.com%20cannot%20track%20your%20feedb

ack%20for%20the%20incident.">

Creating email services

37 In line 27, replace the

testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.com email

address with the

bmcsdof_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.sa

lesforce.com email address that you have created for the BMCSDOF_CloseIncidentEmailListener email service.

Before the update

After the update

<a

<a href="mailto:bmcsdof_closeincidente

href="mailto:testnewemail@2r66eq4a2

rv1y6iy39k7xyur8.in.salesforce.c

maillistener@6dqzvno3f3muklfsv6

om?subject=Feedback%20is%20positive%20

dbow28p.in.salesforce.com?subject

for%20Incident%20Number%20{!relatedto.

=Feedback%20is%20positive%20for%20Inc

Name}&body=Caution%20:%20Please%20d

ident%20Number%20{!relatedto.Name}&b

o%20not%20change%20subject%20of%20th

ody=Caution%20:%20Please%20do%20not

e%20email.%20If%20you%20change%20the

%20change%20subject%20of%20the%20em

%20subject,%20BMC%20ServiceDesk%20o

ail.%20If%20you%20change%20the%20sub

n%20Force.com%20cannot%20track%20you

ject,%20BMC%20ServiceDesk%20on%20Fo

r%20feedback%20for%20the%20incident.">

rce.com%20cannot%20track%20your%20fe

edback%20for%20the%20incident.">

38 In line 28, update the URL of the image with the correct name of the Salesforce.com server that hosts your Salesforce.com organization.

For example, if the na7 Salesforce.com server hosts your Salesforce.com organization and line 28 contains ap1 as the Salesforce.com server, replace ap1 with na7.

NOTE

Check your Salesforce.com URL to determine which server hosts your Salesforce.com organization.

Before the update

After the update

<img id="Logo1" src="https://

<img id="Logo1" src="https://

ap1.salesforce.com/servlet/

na7.salesforce.com/servlet/

servlet.ImageServer?id=putimageid&oid=p utorgid" width="40" height="33"

servlet.ImageServer?id=putimageid&oid= putorgid" width="40" height="33"

style="border:0px;"/>

style="border:0px;"/>

BMC Remedyforce 20.11.01.008

39 In line 28, replace the putimageid with the image ID of the Thumbs Up document.

In our example, the URL for the Thumbs Up document is:

https://na7.salesforce.com/015A0000001I60z

Therefore, the unique ID is 015A0000001I60z. Replace putimageid with

015A0000001I60z.

Before the update

After the update

<img id="Logo1" src="https://

<img id="Logo1" src="https://

na7.salesforce.com/servlet/

na7.salesforce.com/servlet/

servlet.ImageServer?id=putimageid&oid =putorgid" width="40" height="33"

servlet.ImageServer?id=015A0000001I6

0z&oid=putorgid" width="40" height="33"

style="border:0px;"/>

style="border:0px;"/>

40 In line 28, replace the putorgid with your Salesforce.com Organization ID.

In our example, the Salesforce.com Organization ID is:

00DA0000000KdzC

Before the update

After the update

<img id="Logo1" src="https://

<img id="Logo1" src="https://

na7.salesforce.com/servlet/

na7.salesforce.com/servlet/

servlet.ImageServer?id=015A0000001I60

servlet.ImageServer?id=015A0000001I6

z&oid=putorgid" width="40" height="33"

0z&oid=00DA0000000KdzC" width="40" height="33" style="border:0px;"/>

style="border:0px;"/>

41 Navigate to line 36 of the code.

42 In line 36, replace the

testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.com email

address with the

bmcsdof_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.sa

lesforce.com email address that you have created for the BMCSDOF_CloseIncidentEmailListener email service.

Before the update

After the update

<a

<a href="mailto:bmcsdof_closeincidente

href="mailto:testnewemail@2r66eq4a2

rv1y6iy39k7xyur8.in.salesforce.c

maillistener@6dqzvno3f3muklfsv6

om?subject=Feedback%20is%20negative%2

dbow28p.in.salesforce.com?subject

0for%20Incident%20Number%20{!relatedto

=Feedback%20is%20negative%20for%20In

.Name}&body=Caution%20:%20Please%20

cident%20Number%20{!relatedto.Name}&

do%20not%20change%20subject%20of%20t

body=Caution%20:%20Please%20do%20n

he%20email.%20If%20you%20change%20th

ot%20change%20subject%20of%20the%20e

e%20subject,%20BMC%20ServiceDesk%20o

mail.%20If%20you%20change%20the%20s

n%20Force.com%20cannot%20track%20you

ubject,%20BMC%20ServiceDesk%20on%20

r%20feedback%20for%20the%20incident.">

Force.com%20cannot%20track%20your%2

0feedback%20for%20the%20incident.">

Creating email services

43 In line 37, update the URL of the image with the correct name of the Salesforce.com server that hosts your Salesforce.com organization.

For example, if the na7 Salesforce.com server hosts your Salesforce.com organization and line 37 contains ap1 as the Salesforce.com server, replace ap1 with na7.

NOTE

Check your Salesforce.com URL to determine which server hosts your Salesforce.com organization.

Before the update

After the update

<img id="Logo2" src="https://

<img id="Logo2" src="https://

ap1.salesforce.com/servlet/

na7.salesforce.com/servlet/

servlet.ImageServer?id=putimageid&oid=p utorgid" width="40" height="33"

servlet.ImageServer?id=putimageid&oid= putorgid" width="40" height="33"

style="border:0px;"/>

style="border:0px;"/>

44 In line 37, replace the putimageid with the image ID of the Thumbs Down document.

In our example, the URL for the Thumbs Down document is:

https://na7.salesforce.com/015A0000001I6zv

Therefore, the unique ID is 015A0000001I6zv. Replace putimageid with

015A0000001I6zv.

Before the update

After the update

<img id="Logo2" src="https://

<img id="Logo2" src="https://

na7.salesforce.com/servlet/

na7.salesforce.com/servlet/

servlet.ImageServer?id=putimageid&oid =putorgid" width="40" height="33"

servlet.ImageServer?id=015A0000001I6

zv&oid=putorgid" width="40" height="33"

style="border:0px;"/>

style="border:0px;"/>

45 In line 37, replace the putorgid with your Salesforce.com Organization ID.