Conversion of Self Service Users: How to Change User Licenses and Profiles

Knowledgebase Article
Conversion of Self Service Users:
How to Change User Licenses and
Profiles
BMC Remedyforce 20.12.02.017.018
Haritha Kodali / Virginia Leandro
19 March 2013
Conversion of Self Service Clients
BMC Remedyforce 20.12.02.017.018
Table of Contents
Disclaimer ______________________________________________________________________________________________3
Self Service _____________________________________________________________________________________________4
Provision Salesforce Platform Licenses _____________________________________________________________________5
Profile Configuration _____________________________________________________________________________________6
Deprecate the ServiceDesk Client Profile .........................................................................................................................................6
Create New Profile ................................................................................................................................................................................6
Modify the new ServiceDesk Client Profile ___________________________________________________________________7
Custom App Settings ...........................................................................................................................................................................7
Tab Settings (Standard Tab Settings) ...............................................................................................................................................7
Tab Settings (Custom Tab Settings)..................................................................................................................................................8
Administrative Permissions................................................................................................................................................................9
General User Permissions ..................................................................................................................................................................9
Standard Object Permissions...........................................................................................................................................................10
Custom Object Permissions .............................................................................................................................................................10
Enable Apex Class Access ...............................................................................................................................................................11
Enable Visualforce Page Access .....................................................................................................................................................12
Role Configuration ______________________________________________________________________________________14
Create a User Report showing Roles ..............................................................................................................................................14
Prepare and Import Roles .................................................................................................................................................................16
Disable Existing Clients with Customer Portal Manager Custom Licenses ________________________________________24
Backup User Object ...........................................................................................................................................................................24
Unassign BMC Remedyforce Licenses from Existing Portal Users ...........................................................................................25
Manually Disable Contacts who are Portal Users .........................................................................................................................26
Disable Contacts who are Portal Users using Data Loader .........................................................................................................28
Recreation of Clients/End Users with Salesforce Platform Licenses _____________________________________________31
Configure Default Client Profile ........................................................................................................................................................31
Manually Create New Client ..............................................................................................................................................................32
Recreating Clients/End Users with Data Loader............................................................................................................................33
Export Profiles.............................................................................................................................................................................33
Export Roles ................................................................................................................................................................................34
Export Accounts .........................................................................................................................................................................34
Prepare User Import File....................................................................................................................................................................35
Import Users ........................................................................................................................................................................................43
Assign BMC Remedyforce Licenses to the new Clients / End Users.........................................................................................47
Transferring Data _______________________________________________________________________________________48
Export Users........................................................................................................................................................................................48
Backup Incidents ................................................................................................................................................................................48
Export Incidents..................................................................................................................................................................................48
Matching Records ..............................................................................................................................................................................49
Update Incidents .................................................................................................................................................................................53
Logging into Salesforce _________________________________________________________________________________55
Appendix A: Exporting Your Data _________________________________________________________________________56
Appendix B: Apex Data Loader ___________________________________________________________________________57
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Gather Data...........................................................................................................................................................................................57
Getting Data Loader .............................................................................................................................................................................57
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Document Information
Version:
2.4
Created by:
Haritha Kodali
Last Modified on:
19 March 2013
Modified by:
Virginia Leandro
Disclaimer
THIS DOCUMENT AND INFORMATION IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER
EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE.
Copyright 2012 – 2013 (c) BMC Software, Inc. All rights reserved
This document is not supported under any BMC Software standard support program or service.
The document is provided AS IS without warranty of any kind. BMC Software further disclaims all
implied warranties including, without limitation, any implied warranties of merchantability
or of fitness for a particular purpose. The entire risk arising out of the use or performance
of this document remains with you. In no event shall BMC Software, its authors,
or anyone else involved in the creation, production, or delivery of the document be liable for
any damages whatsoever (including, without limitation, damages for loss of business profits,
business interruption, loss of business information, or other pecuniary loss) arising out of
the use of or inability to use the script or documentation, even if BMC Software has been advised
of the possibility of such damages.
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Self Service
Self Service allows clients to search knowledge articles, submit request for help to your Service Desk, or browse the
Service Catalog and submit Service requests. All of this is hosted through a very simple user interface that can be
configured based on the organization’s needs.
BMC Remedyforce Winter 13 (version 20.12.02.017) announces a major enhancement to self service that will allow
clients (also known as end users) to approve items such as Changes or Services Requests in addition to taking
advantage of Chatter.
Today, clients utilize a license called “Customer Portal Manager Custom” and you can continue to use these licenses
and use Self Service much like you do today. However, if you want to convert these clients to take advantage of
Chatter and/or Approvals, then this document will walk you through the process.
If you are an existing Salesforce customer, you may have what is referred to as a blended environment. In other words
some existing clients may already have a Salesforce, Salesforce Platform, Chatter Only, or Force.com One application
license. If you have any users using Customer Portal Manager Custom then this document would apply only to them.
Customer Portal Manager Custom licenses cannot be converted to a different license. Salesforce does not allow a
user with a Customer Portal Manager Custom license to be converted to a user with a Salesforce Platform license.
This means we need to disable the users with Customer Portal Manager Custom licenses and then recreate their
account, from scratch, as a user with a Salesforce Platform license.
This document will walk you through the necessary steps that need to be completed to successfully to make this
switch. We are also happy to get you in touch with our BMC Remedyforce Services organization that can work with
you and provide a quote to assist you with this work.
NOTE: WE RECOMMEND THAT IN CARRYING OUT THE INSTRUCTIONS IN THIS DOCUMENT THAT YOU
MAKE SURE YOU HAVE A BACKUP OF ALL DATA. PLEASE SEE THE APPENDIX FOR DETAILS ON
EXPORTING YOUR DATA FROM SALESFORCE. ADDITIONALLY, YOUR USERS WILL LOSE ACCESS TO THE
SYSTEM WHEN THEIR PORTAL ACCOUNTS ARE DISABLED. ONCE THEIR NEW ACCOUNTS ARE
RECREATED THEY WILL HAVE ACCESS TO THE SYSTEM AGAIN!
This document refers to a tool known as the Salesforce Apex Data Loader (or just Data Loader). This document
assumes that you know how to obtain and use the Data Loader. If you are not familiar with the data loader, we have
supplied information in the appendix on how to get the tool and also suggest you familiarize yourself with the tool using
the links below.
Data Loader Guide: http://na1.salesforce.com/help/doc/en/salesforce_data_loader.pdf
Data Loader Video: http://wiki.developerforce.com/page/Data_Loader_Video
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Provision Salesforce Platform Licenses
DO NOT MAKE THIS REQUEST UNLESS YOU ARE SURE YOU ARE READY TO PROCEED WITH THE CONVERSION PROCESS. WHILE
SFDC WILL ALLOW THE OLD LICENSES TO REMIAN ACTIVE FOR 30 DAYS, WE HAVE NO GUARANTEE AT THIS TIME THAT THEY WILL
BE WILLING TO EXTEND THAT COURTESY.
1. Determine how many Customer Portal Manager Custom licenses you have today.
a. In Salesforce navigate to Setup | Administration Setup | Company Profile | Company Information.
b. In the User Licenses section look for “Customer Portal Manager Custom”.
c.
You want the “Total Licenses”. Make note of that number.
2. Contact BMC Support. You need to provide the following:
Title: Portal to Salesforce Platform Conversation
Company Name
Org ID
Number of Salesforce Platform licenses being requested
Support will submit a case on your behalf to Salesforce for them to provision the correct number of licenses.
Note: Salesforce will provision the Salesforce Platform licenses first. You will have 30 days before they disable your
Customer Portal Manager Custom licenses. You can contact support:
Phone: 800-537-1813 or 713-918-2950
Self Service URL: https://magickb.remedy.com/helpdesk
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Profile Configuration
We need to deprecate the existing ServiceDesk Client profile and then create a new profile of the same name.
Deprecate the ServiceDesk Client Profile
1. In Salesforce navigate to Setup | Administration Setup | Manage Users | Profiles.
2. Under Action, click Edit next to “ServiceDesk Client”.
3. Modify the name field from “ServiceDesk Client” to “[Deprecated] ServiceDesk Client”.
4. Click Save.
Create New Profile
1. In Salesforce navigate to Setup | Administration Setup | Manage Users | Profiles.
2. Locate the profile called “Standard Platform User”. This profile will be associated with the Salesforce Platform
user license. Click on the profile name. Do not click Edit next to the name.
3. Click Clone.
4. Provide a new profile name, for example, “ServiceDesk Client”. We'll simply reuse the old name.
5. Click Save. You are now looking at the properties of the new “ServiceDesk Client” profile. Next we’ll modify
the properties of the profile.
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Modify the new ServiceDesk Client Profile
Assuming you’re still looking at the properties of the new “ServiceDesk Client” profile, click Edit.
Custom App Settings
1. Under “Custom App Settings”, select the checkbox under Visible for “BMC Remedyforce” and then click on the
Default radio button.
2. Deselect the checkbox under Visible next to Platform.
Note: Depending on your specific Organization, you may have other Custom App Settings listed here.
If your Clients should not have access to those custom apps, please be sure and deselect Visible next
to them.
Tab Settings (Standard Tab Settings)
1. Configure the following Standard Tabs to be “Tab Hidden”.
a. Accounts
b. Answers
c. Console
d. Contacts
e. Content
f. Dashboards
g. Data.com
h. Documents
i. Files
j. Groups
k. Ideas
l. Libraries
m. People
n. Profile
o. Reports
p. Subscribers
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2. Configure the following Standard Tabs to be “Default On”.
a. Chatter
Tab Settings (Custom Tab Settings)
1. All Custom Tabs should be configured to “Tab Hidden” with the exception of the following which should be
configured to “Default On”.
a. Remedyforce Self Service
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Administrative Permissions
1. Remove ALL Administrative Permissions. The exception is to leave “API Enabled and “Chatter Internal User”
checked.
Note: API Enabled is required for users to be approvers as well as use the BMC Remedyforce Self Service
mobile app.
General User Permissions
1. Remove all General User Permissions.
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Standard Object Permissions
1. Remove all permissions from all standard objects with the exception of Documents. Leave the Read
permission on Documents. Note that deselecting Read will force all permissions to be revoked for a given
object.
Custom Object Permissions
1. Assign the following permissions to the following custom objects.
Agreement
Agreement Histories
Base Elements
Broadcasts
Broadcast Account Link
Business Services
Categories
Change Assessments
Change Histories
Change Requests
Change Request Service Targets
CI Client Link
Configuration Item Histories
Custom Actions
CustomAttachment
Entitlements
Fullfillment Inputs
Fullfillment Mappings
Impacts
Incidents
Incident Histories
Incident Service Targets
Knowledge Articles
Knowledge Articles Viewed
Knowledge Feedback
Knowledge Incident Links
SYSPopupObject
Process Controls
QuickLinks
Request Definitions
Request Details
Request Detail Inputs
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Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Create Edit
Create
Create Edit
Create Edit
Create Edit
Create Edit
Create Edit
Delete
Create
Create Edit
Create Edit
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SelfService Images
SelfService Themes
Service Targets
Service Target Criteria
SLA Milestones
SLA Milestone Actions
SLA Milestone Change Transactions
SLA Milestone Incident Transactions
SLA Relations
Status
Templates
Tasks
Urgencies
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Read
Create Edit
Create Edit
Create
2. Click Save to save all the changes you have made to the profile.
Enable Apex Class Access
1. Click on the hyperlink at the top of the page “Enabled Apex Class Access”. You can also scroll down and find
the section called “Enabled Apex Class Access”.
2. Once you’re in the section “Enabled Apex Class Access”, click on Edit.
3. Select all classes that start with “BMCServiceDesk” and move them from “Available Apex Classes” and add
them to “Enabled Apex Classes”:
4. Click Save.
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Enable Visualforce Page Access
1. Click on the hyperlink at the top of the page “Enabled Visualforce Page Access”. You can also scroll down
and find the section called “Enabled Visualforce Page Access”.
2. Once you’re in the section “Enabled Visualforce Page Access”, click on Edit.
3. Select the following Visusalforce pages from “Available Visualforce Pages” and add them to “Enabled
Visualforce Pages”:
a.
b.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.
o.
p.
q.
r.
s.
t.
u.
v.
w.
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BMCServiceDesk.AboutUs
BMCServiceDesk.FileDownloadPage
BMCServiceDesk.KM_ArticleView
BMCServiceDesk.KM_PopularArticles
BMCServiceDesk.KM_PreviewArticle
BMCServiceDesk.SDEHome
BMCServiceDesk.SSAttachmentUploadComplete
BMCServiceDesk.SSBroadcastWidgetPage
BMCServiceDesk.SSBrowseTopRequests
BMCServiceDesk.SSCategoryGroupingPage
BMCServiceDesk.SSCategorySearchPage
BMCServiceDesk.SSChangePassword
BMCServiceDesk.SSContactUs
BMCServiceDesk.SSDocumentationPage
BMCServiceDesk.SSFetchMobileConfig
BMCServiceDesk.SSForgotLoginInfo
BMCServiceDesk.SSIncident
BMCServiceDesk.SSIncidentActionData
BMCServiceDesk.SSIncidentCustom
BMCServiceDesk.SSIncidentStatus
BMCServiceDesk.SSMobileForgotPassword
BMCServiceDesk.SSMyCartWidgetPage
BMCServiceDesk.SSMyHelpRequests
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x. BMCServiceDesk.SSMyProfile
y. BMCServiceDesk.SSQuickLinksPopup
z. BMCServiceDesk.SSQuickLinksWidget
aa. BMCServiceDesk.SSRedirect
bb. BMCServiceDesk.SSRequestDefPage
cc. BMCServiceDesk.SSSearchPage
dd. BMCServiceDesk.SSSearchPortletPage
ee. BMCServiceDesk.SSSiteLogin
ff. BMCServiceDesk.SSSiteRegister
gg. BMCServiceDesk.SSTickerPage
hh. BMCServiceDesk.SSUserTemplate
ii. BMCServiceDesk.SearchPage
jj. BMCServiceDesk.SelfServiceCommonQA
kk. BMCServiceDesk.SelfServiceHome
ll. BMCServiceDesk.SelfServicePopularRequest
mm.
BMCServiceDesk.SelfServiceSettingsCollection
nn. BMCServiceDesk.StageHTMLProviderPage
oo. BMCServiceDesk.StdChangeHistoryPage
pp. BMCServiceDesk.StdChangeRequestAssignmentPage
qq. BMCServiceDesk.StdChangeRequestCategoryTree
rr. BMCServiceDesk.StdChangeRequestExtension
ss. BMCServiceDesk.StdChangeRequestTicker
tt. BMCServiceDesk.StdSelfServiceHome
`
4. Click Save.
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Role Configuration
When you initially setup BMC Remedyforce, most likely you created a number of accounts (aka departments or
companies) that were associated with your various clients. Since we are moving away from Portal Users, we need to
recreate the necessary roles for the new users we’ll be creating.
Create a User Report showing Roles
Every time a Contact is designated as a portal user, three roles for the given account are created.
<Account> Customer Executive
<Account> Customer Manager
<Account> Customer User
Note that for each Account that contains a contact (or contacts) that are portal users, then the three roles above are
created.
We need to write a report to determine how many “new” roles we’ll need to create since we cannot use the portal roles
under this new paradigm.
1. In Salesforce click on the Reports tab.
2. Click on “New Report….”
3. Under Select Report Type, click on the plus sign next to “Accounts & Contacts” and expand that entry.
4. Select Accounts and click on the Create button.
5. From the Preview layout, remove all fields expect for “Account Name”. You simply select the field and drag
and drop it off page by returning the field to the list of fields on the left side of the screen.
6. In the Quick Find search box, type “Customer”. You’ll see the fields that meet the criteria. Drag the field
called “# Customer Portal Account” from the list to the Preview page next to Account Name.
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7. Up above preview, we need to make some additional changes.
a. Show: Set this to “All accounts”.
b. Date Field: Change to “Created Date”
c.
Range: Set this to “All time”.
8. Click Run Report.
The report will show you which accounts have “portal users”. You can either click on Printable View or Export
Details. The resulting list will show a value of 1 for those accounts with “portal roles”.
In this example, we’re going to use Export Details to export the results to an XLS file.
Once we have the list of Accounts that contain users who are portal users, we need to create a CSV file that can
be used to import the new roles.
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Prepare and Import Roles
1. Remove all Accounts that do not have portal roles. In our example below, examples of accounts with no portal
users/roles would be Global Media and Salesforce.com.
This is a small example, but we’re left with just “Universal System LLC”. Save this file as Account_Roles.csv.
At this point, you have a decision to make. You can either create one role to represent your account
(effectively associating the correct users with that role) or you can create two roles, one for “Executives” and
the other for “everyone else” associated with that account.
By setting up two roles in a hierarchy (the Executive Role would be above the User Role), you can maintain
the “On behalf of….” feature if you are using that today. If you are not using the “On behalf of….” feature we
recommend you keep it simple and create one role per account.
In our example, we’re going to create two roles for the account so you can see the full scale of what would
need to happen to make one role the parent of the other role.
Our current role hierarchy looks something like this:
Helpdesk Administrator
Helpdesk Staff
We’re going to put our account roles under Helpdesk Staff.
2. Launch the Data Loader, select Export, provide your Org credentials, click “Log in” and then click Next.
3. Check the box next to “Show all Salesforce objects”.
4. Scroll down and find the “Role (UserRole)” object. Select it.
5. Browse to a directory and provide a filename to hold the export. For example, Role_Export.csv. Click Save.
6. Click Next.
7. On Step 3, click on “Select All Fields” and click Finish. You’ll be asked to confirm that you have chosen to do
an export. Click Yes.
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8. Once the export is complete click OK.
9. Open the Role_Export file. In our example, we locate the role called Helpdesk Staff. We need to copy the ID
field associated with Helpdesk Staff.
10. Going back to our Account_Roles.csv file, we’re going to add a new field called PARENTROLEID. In this field
we’re going to copy the ID from above.
Paste the ID for each “Account” that will be considered an Account Executive. Additionally since we’re
creating an Executive role and a User role, we’ll rename the Account Name value to something like “Universal
Systems LLC Executive”. Note: If you are not interested in the “On behalf of….” feature you can leave
off appending the account name with “Executive”.
Keep in mind we’re only creating the Executive role at this time. We have to import the Executive roles first
and then go back and add the User roles. Again, as a reminder, if you’re fine with having a single role per
account, you do not need to append the company name and you will not have to worry with creating a User
role.
11. Create another column called ROLLUPDESCRIPTION. In this field copy the same value that is in “Account
Name”.
12. Save the file as a CSV file called Role_Import.csv.
13. If you’re still running Data Loader, click on Insert. If you closed Data Loader, launch it again, click on Insert
and provide your org credentials and proceed.
14. Check the box next to “Show all Salesforce objects”.
15. Scroll down and find the “Rule (UserRole)” object. Select it.
16. Click Browse…and select the Role_Import.csv file you created. Click Next.
17. The data loader will initialize the file and confirm the number of records. Click OK.
18. We now need to map fields. Click on “Create or Edit a Map”.
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19. Click “Auto-Match Fields to Columns”. The fields that will auto-match are PARENTROLEID and
ROLLUPDESCRIPTION. Drag the Name field down and match it with Account Name.
20. Click OK. Click Next. Select a directory where you want the log files to be captured and click Finish. You’ll be
presented with a message confirming that you want to insert new records. Click Yes.
If all goes well, you’ll get confirmation of successes and failure. As you can see below, in our small example,
we only imported one record.
Click OK.
If you only need or want one role per account, your work with Roles is done. However, if you want to utilize the
“On behalf of….”feature then you’ll need to create your User Roles that will reside under your Executive Roles.
21. Again, using Data Loader, click Export.
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22. Select the checkbox next to “Show all Salesforce objects” and select “Role (UserRole)”. Click Browse and
create a new file called Role2_Export.csv. Click Next.
23. Click on “Select all fields” and click Finish.
24. Open the Role_Import.csv file. We need to make some modifications.
25. Insert a new column called ACCOUNTNAMEUSER. In this field you’ll provide a new name for the account
roles, except this time they need to end with “User”. Using our example, we setup a new role called “Universal
Systems LLC User”
26. Additionally update the ROLLUPDESCRIPTION field with the name now in ACCOUNTNAMEUSER.
During the next import we will NOT be importing / mapping “Account Name”.
27. Next we need to utilize a function in Excel called VLookup. We’re going to use the most recent export of roles
to determine the Parent ID for the ACCOUNTNAMEUSER Role.
28. Open the Role2_Export.csv file and copy the NAME field to the second tab of your Role_Import.csv file.
29. Copy from Role2_Export.csv the ID field and copy it next to the NAME field in the Role_Import.csv file on the
second tab.
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30. Returning back to the Role_Import tab, click on the first field under PARENTROLEID.
31. From Excel, click on the drop down “Auto Sum” and select “More Functions…”
32. In “Search for a function” type VLOOKUP. Select VLOOKUP and click OK.
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33. You’ll be presented with the Function Arguments. Set the fields to the following:
Lookup_value:
Select the first value in the first column. In this case in our example this would be cell A2. This is the Role that
will be above or the parent of our second role.
Table_array:
Click in Table_array, click on the CurrentRoles tab and select the two columns along with all rows.
In our example it looks like this:
CurrentRoles!A1:B13
Make a change here so the Table_array looks like this:
CurrentRoles!A$1:B$13
putting a $ sign before each row number.
Col_index_num
Type the number 2 in this field. This signifies that you want the second column of data from the CurrentRoles
tab.
Range_lookup
Type “false” into this field.
34.
Click OK.
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35. You’re resulting excel formula for that field will look something like this:
=VLOOKUP(A2,CurrentRoles!A$1:B$13,2,FALSE)
36. Copy the cell containing the formula down the rows. Basically what we’re telling the system to do is set the ID
for the Account Name field to be the ParentRoleID of the new ACCOUNTNAMEUSER field.
37. Once complete, save the file as Role2_Import.csv.
38. Click Insert on Data Loader.
39. Check the box next to “Show all Salesforce objects”.
40. Select the object, “Role (UserRole)”.
41. Browse and find the file Role2_Import.csv. Click Next. Click OK to confirm that the initialization succeeded.
42. Click on “Create or Edit a Map”.
43. Click on “Auto-Match Fields to Columns”. By default the field PARENTROLEID and ROLLUPDESCRIPTION
will match up.
44. Drag and drop the Name field down and match it with “ACCOUNTNAMEUSER”.
45. Click OK. Then click Next.
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46. You can use the same log directory you used previously. Click on Finish. Click OK to acknowledge that you
want to begin the import.
47. If you now navigate in Salesforce to Setup | Administration Setup | Manage Users | Roles you should see your
role hierarchy for the client accounts taking shape.
Note: Keep in mind this was a very small example and your org will most certainly differ….you may decide to
put the roles under a different parent or you may decide you only need one role per account.
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Disable Existing Clients with Customer Portal Manager Custom
Licenses
There are two ways to disable existing contacts who are portal users…you can do this manually one at a time or you
can use the data loader to help disable the affected users.
Backup User Object
Before making any changes, you should have made a backup of the User object.
1. Launch Data Loader, select Export, login into your Org and click Next.
2. Scroll down and select the “User (User)” object.
3. Click Browse and create a file called Backup_Users.csv. Click Next.
4. Click on “Select all fields”.
5. Drag the right side of the Data Loader so you can fully see Fields, Operation, and Value for “Create the where
clauses to your query below.”
6. Under Fields, select “IsActive”.
7. Set “Operation” to “equals”.
8. Set “Value” to “TRUE”.
9. Click “Add condition”.
10. Next change the Fields value to be “IsPortalEnabled” and again, click on “Add condition”.
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11. The resulting, generated query will look something like this:
Select [list of all fields] FROM User WHERE IsPortalEnabled = TRUE AND IsActive = TRUE
12. Click Finish.
You now have a backup of your Portal User data.
Unassign BMC Remedyforce Licenses from Existing Portal Users
1. Navigate to Setup | App Setup | Installed Packages.
2. Click on “Manage Licenses” next to the Package Name “BMC Remedyforce”.
3. Click “Remove Multiple Users”.
4. Click on “Create New View”.
5. Provide a View Name. The “View Unique Name” will fill in automatically. In our example, we called our view
“Old Clients”.
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6. In Step 2. Specify Filter Criteria set up the following:
Field
Profile
Operator
equals
Value
[Deprecated] ServiceDesk Client
This assumes you renamed your old Profile to the one we suggested in this document. If you used a different
naming convention, use that for your Value.
7. Click Save.
The View is run and you’ll see all clients assigned to the given profile.
8. Click on “Remove All Users”. This will remove all users in the view and unassign the BMC Remedyforce
licenses from those users.
Manually Disable Contacts who are Portal Users
1. In Salesforce, navigate to Setup | Administration Setup | Manage Users | Profiles.
2. Click on the Name, [Deprecated] ServiceDesk Client.
3. Click View Users. This will give you a list of all the Users currently assigned to the [Deprecated] ServiceDesk
Client profile, which most likely is associated with the license, Customer Portal Manager Custom.
Make note of this list as you’ll need it in the next steps. We have a sample user called Sally Smith. For the
purpose of this document, we will disable Sally Smith. Later we’ll recreate her.
4. In Salesforce, click on the Contacts tab. If the Contacts tab does not show up as part of your tabs, simply click
on All Tabs (the plus sign, +) and then click on Contacts from the list.
5. Once you’re in the Contacts Home, change the view to “All Contacts” and click Go!
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6. The list of Contacts are alphabetical by last name. In our example, we’re going to disable Sally Smith. You
can click on the S in the alphabetical list and jump to those users whose last name begins with S.
7. Click on your client Name. In our example, Sally Smith.
Note: Make a note of the Account Name associated with the Client. You will need this information
later.
8. Click on “Work with Portal” and a menu will drop down.
9. Select “Disable Customer Portal User”. You will be presented with the following message.
Click OK.
Three things happen to the corresponding User record.
a. The Username is renamed with an underscore. In our example, Sally Smith had a Username of
[email protected] Now, after disabling the portal user, the Username is
[email protected]
b. The Role of the User is removed.
c.
The Active checkbox is no longer checked…effectively making the User record inactive.
The Client (aka Portal User) has now been disabled.
Note: The Salesforce platform does not allow you to delete User records. They can only be made
inactive.
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Disable Contacts who are Portal Users using Data Loader
We can use the Data Loader to disconnect users who are registered as Portal Users. However, first we want to make
sure we have a complete backup of those Users and their information as we’ll need it later.
1. Launch Data Loader (if it’s not already running), select Export, login into your Org and click Next.
2. Scroll down and select the “User (User)” object.
3. Click Browse and create a file called Export_PortalUsers.csv. Click Next.
4. Under “Choose the query fields below” select the following fields:
a. Id
b. Username
c.
IsActive
d. IsPortalEnabled
5. Drag the right side of the Data Loader so you can fully see Fields, Operation, and Value for “Create the where
clauses to your query below.”
6. Under Fields, select “IsActive”.
7. Set “Operation” to “equals”.
8. Set “Value” to “TRUE”.
9. Click “Add condition”.
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10. Next change the Fields value to be “IsPortalEnabled” and again, click on “Add condition”.
11. The resulting, generated query will look something like this:
Select Id, Username, Name, IsActive, UserRoleId, ContactId, AccountId, IsPortalEnabled FROM User
WHERE IsActive = TRUE AND Is PortalEnabled = TRUE
12. Click Finish. You’ll be asked to confirm the export of data, click Yes.
13. Open the Export_PortalUsers.csv file you created.
14. We need to make some modifications to this file. First let’s save it under a different name such as
Import_PortalUsers.csv.
15. Working in Import_PortalUsers.csv, make the following changes:
a. USERNAME:
Pre-pend each username with an underscore ( _ ). For example,
[email protected] would become [email protected]
b. ISACTIVE:
Change the value from TRUE to FALSE.
c.
ISPORTALENABLED:
Change the value from TRUE to FALSE.
Once you make these changes, save your file.
16. Click Upsert from Data Loader. If you need to login into your Org again and click Next.
17. Under “Select Salesforce object” select “User (User)”.
18. Click browse and open your new import file. In our example, we’re selecting Import_PortalUsers.csv. Click
Next. Confirm that initialization succeeded by click OK.
19. On Step 2a, for “Select the field for matching on User”, select the Id field. Click Next.
20. On Step 2b, there is nothing to do here, click Next.
21. Click “Create or Edit a Map”.
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22. Click “Auto-Match Fields to Columns”.
Click OK to continue.
23. Click Next.
24. Select a directory where log files are to be written.
25. Click Finish. You’ll receive a message stating that you have elected to add or update existing records and if
you want to proceed. If you are sure you have a good backup of your User object, click Yes. \
IMPORTANT: AT THIS POINT NONE OF YOUR PORTAL USERS WILL BE ABLE TO LOG INTO SELF SERVICE.
PLEASE MAKE SURE YOU AND YOUR CLIENTS ARE AWARE OF THIS OUTAGE. THIS WILL CONTINUE
UNTIL YOU CAN REIMPORT OR RECREATE THEIR USERS AND ESTABLSIH THEM WITH A NEW LICENSES!
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Recreation of Clients/End Users with Salesforce Platform
Licenses
Much like disabling the portal users, there’s two ways to go about recreating your users….manually or through the Data
Loader.
Note: If you have decided to have two different Salesforce orgs, one for CRM and one for BMC Remedyforce,
please be aware that your Salesforce Usernames MUST be unique. So, the Username your users for CRM
cannot be used for the second org where you host BMC Remedyforce. The Username will have to be
different. If both your CRM and BMC Remedyforce are in the same Salesforce org then you should be okay as
some of these users will already exist if those users already have a Salesforce or Salesforce Platform
Configure Default Client Profile
Regardless of whether you decide to recreate your users manually or with data loader, we need to configure BMC
Remedyforce with the new default client profile.
1. Click on the Remedyforce Administration tab.
You’re immediately looking at Application Settings.
2. Locate the Default Client Profile.
3. Click the drop down and change from “[Deprecated] ServiceDesk Client” to “ServiceDesk Client”. Click Save.
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Manually Create New Client
1. Click on the Remedyforce Workspaces tab.
2. Under Configurations, click on Clients.
3. Click New.
4. Provide the User’s information (Email, Username, etc.). Note: You can use the client’s original Username.
In our example, we’re using [email protected]
5. For User License, select “Salesforce Platform”.
6. For Profile, select “ServiceDesk Client”.
7. Select the account of the client. In our example, the contact, Sally Smith, was associated with Universal
Systems LLC Account.
8. Lastly, select the appropriate Role the user should belong to. In our example, remember we created two
roles, Universal Systems LLC Executive and Universal Systems LLC User. We’ll put Sally in the Universal
Systems LLC User role.
9. Click Save.
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Recreating Clients/End Users with Data Loader
We first need to match data across objects. We’ll export that information, and then build VLOOKUPs within Excel to
make it easier to match the data.
Export Profiles
1. Launch Data Loader, select Export, and log into your Org and click Next.
2. Check the box next to “Show all Salesforce objects”.
3. Click on “Profile (Profile)”.
4. Click Browse and create your export file. In our example, we’ll create Export_Profiles.csv.
5. Click Next.
6. Under “Chose the query fields below”, select the following fields:
a. Id
b. Name
7. Click Finish. Confirm you want to proceed by clicking on Yes.
8. Open the resulting Export_Profiles.csv in Excel.
9. Locate the new “ServiceDesk Client” profile you created earlier and copy the associated ID.
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Export Roles
1. In Data Loader, select Export, and click Next.
2. Check the box next to “Show all Salesforce objects”.
3. Click on “Role (UserRole)”.
4. Click Browse and create your export file. In our example, we’ll create Export_Roles.csv.
5. Click Next.
6. Under “Chose the query fields below”, select the following fields:
a. Id
b. Name
7. Click Finish. Confirm you want to proceed by clicking on Yes.
Export Accounts
1. In Data Loader, select Export, and click Next.
2. Click on “Account (Account)”.
3. Click Browse and create your export file. In our example, we’ll create Export_Accounts.csv.
4. Click Next.
5. Under “Chose the query fields below”, select the following fields:
a. Id
b. Name
6. Click Finish. Confirm you want to proceed by clicking on Yes.
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Prepare User Import File
1. Locate the backup you made of your User object with all the portal users. In our example, this file was called
Backup_Users.csv. Copy the file to a file called Import_Users.csv. We’ll work specifically with the
Import_Users.csv file. Open that import file in Excel.
The “minimum” fields needed to create a new user are:
a. Username
b. Email
c.
Lastname
d. Firstname
e. Alias
f.
CommunityNickName
g. IsActive
h. TimeZoneSidKey
i.
LocalSidKey
j.
ProfileId
k.
LanguageLocaleKey
l.
EmalEncodingKey
However, chances are you may have additional fields/data that you’d like to include within this import. We’ll
try and cover the most “widely” accepted fields in addition to the required fields mentioned above. Right now
we’re simply trying to get the import file to the minimum number of fields needed to do the import.
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2. Let’s first modify our import file by “removing” the fields we don’t need:
a. ID
b. COMMUNITYNICKNAME
c.
RECEIVESINFOEMAILS
d. RECEIVESADMININFOEMAILS
e. USERTYPE
f.
DELEGATEDAPPROVERID
Note: If you want to set this up you can do so at a later time
and is beyond the scope and intention of this document.
g. MANAGERID Note: If you want to set this up you can do so at a later time and is beyond the
scope and intention of this document.
h. LASTLOGINDATE
i.
LASTPASSWORDCHANGEDATE
j.
CREATEDDATE
k.
CREATEDBYID
l.
LASTMODIFIEDDATE
m. LASTMODIFIEDBYID
n. SYSTEMMODSTAMP
o. OFFLINETRIALEXPIRATIONDATE
p. OFFLINEPDATRIALEXPIRATIONDATE
q. USERPERMISSIONSMARKETINGUSER
r.
USERPERMISSIONSOFFLINEUSER
s.
USERPERMISSIONSAVANTGOUSER
t.
USERPERMISSIONSCALLCENTERAUTOLOGIN
u. USERPERMISSIONSMOBILEUSER
v.
USERPERMISSIONSSFCONTENTUSER
w. USERPERMISSIONSKNOWLEDGEUSER
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x.
USERPERMISSIONSINTERACTIONUSER
y.
FORECASTENABLED
z.
USERPREFERENCESACTIVITYREMINDERSPOPUP
aa. USERPREFERENCESEVENTREMINDERSCHECKBOXDEFAULT
bb. USERPREFERENCESTASKREMINDERSCHECKBOXDEFAULT
cc. USERPREFERENCESREMINDERSOUNDOFF
dd. USERPREFERENCESDISABLEALLFEEDSEMAIL
ee. USERPREFERENCESDISABLEFOLLOWERSEMAIL
ff.
USERPREFERENCESDISABLEPROFILEPOSTEMAIL
gg. USERPREFERENCESDISABLECHANGECOMMENTEMAIL
hh. USERPREFERENCESDISABLELATERCOMMENTEMAIL
ii.
USERPREFERENCESDISPROFPOSTCOMMENTEMAIL
jj.
USERPREFERENCESCONTENTNOEMAIL
kk. USERPREFERENCESCONTENTEMAILASANDWHEN
ll.
USERPREFERENCESAPEXPAGESDEVELOPERMODE
mm.
USERPREFERENCESHIDECSNGETCHATTERMOBILETASK
nn. USERPREFERENCESDISABLEMENTIONSPOSTEMAIL
oo. USERPREFERENCESDISMENTIONSCOMMENTEMAIL
pp. USERPREFERENCESHIDECSNDESKTOPTASK
qq. USERPREFERENCESDISCOMMENTAFTERLIKEEMAIL
rr. USERPREFERENCESDISABLELIKEEMAIL
ss. USERPREFERENCESDISABLEMESSAGEEMAIL
tt.
USERPREFERENCESOPTOUTOFTOUCH
uu. USERPREFERENCESDISABLEBOOKMARKEMAIL
vv. USERPREFERENCESDISABLESHAREPOSTEMAIL
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ww. USERPREFERENCESENABLEAUTOSUBFORFEEDS
xx. USERPREFERENCESDISABLEFILESHARENOTIFICATIONSFORAPI
yy. USERPREFERENCESSHOWTITLETOEXTERNALUSERS
zz. USERPREFERENCESSHOWMANAGERTOEXTERNALUSERS
aaa.
USERPREFERENCESSHOWEMAILTOEXTERNALUSERS
bbb.
USERPREFERENCESSHOWWORKPHONETOEXTERNALUSERS
ccc. USERPREFERENCESSHOWMOBILEPHONETOEXTERNALUSERS
ddd.
USERPREFERENCESSHOWFAXTOEXTERNALUSERS
eee.
USERPREFERENCESSHOWSTREETADDRESSTOEXTERNALUSERS
fff. USERPREFERENCESSHOWCITYTOEXTERNALUSERS
ggg.
USERPREFERENCESSHOWSTATETOEXTERNALUSERS
hhh.
USERPREFERENCESSHOWPOSTALCODETOEXTERNALUSERS
iii. USERPREFERENCESSHOWCOUNTRYTOEXTERNALUSERS
jjj. CONTACTID
kkk. ACCOUNTID
lll. CALLCENTERID
mmm.
PORTALROLE
nnn.
ISPORTALENABLED
ooo.
ISPORTALSELFREGISTERED
ppp.
ABOUTME
qqq.
FULLPHOTOURL
rrr. SMALLPHOTOURL
sss. DIGESTFREQUENCY
ttt. DEFAULTGROUPNOTIFICATIONFREQUENCY
uuu.
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vvv. BMCSERVICEDESK__BUILDING__C
www.
BMCSERVICEDESK__CONTACTID__C
xxx. BMCSERVICEDESK__IMAGENAME__C
yyy. BMCSERVICEDESK__ISSTAFFUSER__C
zzz. BMCSERVICEDESK__NOTE__C
aaaa.
BMCSERVICEDESK__PICTURE__C
bbbb.
BMCSERVICEDESK__ROOM__C
cccc.
BMCSERVICEDESK__SELFSERVICE_PREFERENCES__C
dddd.
BMCSERVICEDESK__UNIQUEUSERIDINSOURCE__C
eeee.
BMCSERVICEDESK__PAGER__C
ffff. BMCSERVICEDESK__REMARKS__C
gggg.
BMCSERVICEDESK__SKIPQVWIZINTRO__C
hhhh.
BMCSERVICEDESK__REMEDYFORCE_KNOWLEDGE_USER__C
iiii. BMCSERVICEDESK__BROADCAST_TICKER_SPEED__C
jjjj. BMCSERVICEDESK__EXTENSION__C
kkkk.
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3. As a check you should be left with the following fields:
a. USERNAME
b. LASTNAME
c.
FIRSTNAME
d. NAME
e. COMPANYNAME
f.
DIVISION
g. DEPARTMENT
h. TITLE
i.
STREET
j.
CITY
k.
STATE
l.
POSTALCODE
m. COUNTRY
n. EMAIL
o. PHONE
p. FAX
q. MOBILEPHONE
r.
ALIAS
s.
ISACTIVE
t.
TIMEZONESIDKEY
u. USERROLEID
v.
LOCALESIDKEY
w. EMAILENCODINGKEY
x.
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y.
LANGUAGELOCALEKEY
z.
EMPLOYEENUMBER
aa. EXTENSION
bb. BMCSERVICEDESK__ACCOUNT__C
4. Open the Export_Roles.csv. Copy the NAME column to a new tab in your Import_Users.csv file. This should
now be the first column.
5. Copy the ID field next to NAME field.
6. Back on the main “Import_Users” tab, locate the field, BMCSERVICEDESK__ACCOUNT__C.
7. Make a copy of this column, along with its data and rename the column header to
BMCSERVEDESK__ROLE__C.
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8. Depending on how you approached roles earlier, you’ll want to update the data in the
BMCSERVICEDESK__ROLE__C column to match new roles based on the User. For example, in our small
example, we have 4 Users associated with the company “Universal Systems LLC”. We want Sally to be the
Executive, so the data for her in BMCSERVICEDESK__ROLE__C will be modified to read “Universal Systems
LLC Executive”, while all the other users associated with the same company will have their roles read
“Universal Systems LLC User”.
9. Save your work!
10. We’re going to invoke VLOOKUP again. Find the column called USERROLEID. Highlight the first row of data
under the column header.
11. In Excel, select AutoSum | More Functions | VLOOKUP.
12. Set the following values:
a. Lookup_value
The lookup value should be the data in the BMCSERVICEDESK__ROLE__C column. Be sure and
select the first row of data under the column header.
b. Table_array
Click on the Roles tab and highlight (including column header) the Roles data. In our example, this is
Roles!A1:B10.
Modify the value to actually read Roles!A$1:B$10.
c.
Col_index_num
nd
Set the value here to 2 since we want the ID data from the Roles tab and it’s in the 2 column.
d. Range_lookup
Set this value to “false”.
The resulting formula will be something similar to:
=VLOOKUP(AD2,Roles!A$1:B$10,2,FALSE)
13. Copy the formula across all rows of data for the USERROLEID column.
Note: Be sure to spot check the values against the ROLE name and the Role tab to make sure your formula is
working as expected.
14. Open the Export_Profiles.csv file.
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15. Locate the ID for the newly created profile “ServiceDesk Client”. Copy that ID and paste it in your
Import_Users.csv file for all Users in the column PROFILEID.
16. Save your Import_Users.csv file.
At this point, we can now import our users. Note that once our users are imported we still have another import
to tie Users back to Accounts.
Import Users
BE AWARE THAT AS USERS ARE IMPORTED USING THE DATA LOADER, THE CLIENT WILL RECEIVE AN
EMAIL WITH THEIR USERNAME AND A LINK TO SET THEIR NEW PASSWORD. IF YOU ARE NOT READY
FOR THAT COMMUNICATION TO GO OUT, WE SUGGEST YOU SET THE “ISACTIVE” VALUE IN YOUR
IMPORT FILE TO “FALSE”. YOU CAN LATER DO AN UPDATE TO THOSE RECORDS, SETTING “ISACTIVE”
TO TRUE.
1. In Data Loader click Insert.
2. Select the “User (User)” object and select your Import_Users.csv file. Click Next and OK.
3. Click on “Create or Edit a Map”.
4. Click on “Auto-Match Fields to Columns”. Fields that will NOT be mapped are
BMCSERVICEDESK__ACCOUNT__C
BMCSERVICEDESK__ROLE__C
NAME
From the top list of fields, drag and drop the field BMCServiceDesk__Note__c so that it maps to the field
BMCSERVICEDESK__ACCOUNT__C.
BMCSERVICEDESK__ROLE__C was simply used to hold data to pull our USERROLEID information and
NAME will be auto-populated by Salesforce.
5. Click OK.
6. Click Next and Finish.
7. Lastly we need to tie our Clients back to their original Accounts.
8. From Data Loader click Export.
9. Select “User (User)”, click Browse and create Export_Users.csv and click Next.
10. Select the following fields to be exported:
a. ID
b. Username
c. BMCServiceDesk__Note__c
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11. Under “Create the where clauses to your query below”, in the Fields drop down select the following and click
on “Add condition”.
IsActive
ProfileId
equals
equals
TRUE
<profile ID for your ServiceDesk Client profile….you used this ID earlier!>
The resulting query will look something like this:
Select Id, Username , BMCServiceDesk__Note__c FROM User WHERE IsActive = TRUE AND ProfileId =
'00eG0000000eU5fIAE'
12. Click Finish.
13. Open the Export_Users.csv file and save it as Import2_Users.csv.
14. Open the file you exported earlier called Export_Accounts.csv.
15. Copy the NAME field from Export_Accounts.csv and paste it to a new tab on your Import2_Users.csv
workbook.
16. Copy the ID field from Export_Accounts.csv and paste it next to the NAME column on the new tab in
Import2_Users.csv.
17. Back on the Import2_Users tab, add a new column header called ACCOUNTID.
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18. Highlight the first field under the column header ACCOUNTID and in Excel select AutoSum | More
Functions… | VLOOKUP
19. Provide the following values for VLOOKUP:
a. Lookup_value
Highlight the first row of data under the column header BMCSERVICEDESK__NOTE__C.
b. Table_array
Click on the Accounts tab and select the two columns, including the column headers, and all the
associated rows of data on that tab. Be sure and modify the value so the cells are encapsulated with
the $ sign:
Accounts!$A$1:B$7
c.
Col_index_num
Type the number 2 here.
d. Range_lookup
Set this value to false.
Click OK. The resulting formula will look something like this:
=VLOOKUP(E2,Accounts!$A$1:B$7,2,FALSE)
20. Copy the formula for all rows of data for the ACCOUNTID column. Make sure the first value in parenthesis
changes as you move down the row. For example, the second row of data under the ACCOUNTID column
should reference cell E3 and so on.
21. Save the file.
22. In Data Loader, click on Insert.
23. Find and highlight the object, “User Account Link (BMCServiceDesk__User_Account_Link__c)”. Click
Browse…and select your Import2_Users.csv file. Click Next.
24. Click on Create or Edit a Map.
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25. Drag and map the following fields:
a. ID
b. ACCOUNTID
map to
map to
BMCServiceDesk__FKUser__c
BMCServiceDesk__FKAccount__c
26. Click OK, Next and then Finish.
At this point your new users should be created. Again, please be aware that if the “IsActive” flag is set to TRUE in your
import file, your users will receive an email from Salesforce with their Username and a URL to set their password.
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Assign BMC Remedyforce Licenses to the new Clients / End Users
1. Navigate to Setup | App Setup | Installed Packages.
2. Click on “Manage Licenses” next to the Package Name “BMC Remedyforce”.
3. Click “Add Users”.
4. Click on “Create New View”.
5. Provide a View Name. The “View Unique Name” will fill in automatically. In our example, we called our view
“New Clients”.
6. In Step 2. Specify Filter Criteria set up the following:
Field
Profile
Operator
equals
Value
ServiceDesk Client
This assumes you named your new Profile to the one we suggested in this document. If you used a different
naming convention, use that for your Value.
7. Click Save.
8. The View is run and you’ll see all clients assigned to the given profile. Click on “Add All Users”. This will
assign all the users in that view with BMC Remedyforce licenses.
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Transferring Data
Existing records, such as Incidents and Tasks will still be related to the old username within the system. Since we had
to create new accounts those existing records need to move also. In the example below, we’ll use Incident.
Export Users
1. Launch Salesforce Data Loader and click Export. Log into your Org and click Next.
2. Select User (User) and then click Browse. We’ll call this file Export_InactiveUsers.csv. Click Next.
3. Select the following fields under “Choose the query fields below.”:
a. Id
b. Username
4. Click Finish.
Backup Incidents
1. Click Export from Data Loader.
2. Select Incident (BMCServiceDesk__Incident__c). Click Browse. We’ll call this file
Export_IncidentsBackup.csv. Click Next.
3. Click “Select all fields”. Click Finish.
This provides us a backup of the Incident data.
Export Incidents
1. Click Export from Data Loader.
2. Select Incident (BMCServiceDesk__Incident__c). Click Browse. We’ll call this file Export_Incidents.csv. Click
Next.
3. Select the following fields under “Choose the query fields below”:
a. Id
b. BMCServiceDesk__FKClient__c
4. Click Finish.
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Matching Records
We need to match records…we need to find the Client currently assigned to the ticket and then pull their new ID.
1. Open the file, Export_Incidents.csv.
2. Add a new column header, OLDUSERNAME.
3. Open the file, Export_Users.csv.
4. Copy both columns, ID and USERNAME to the second tab of the Export_Incidents.csv file.
5. Return back to the Export_Incidents tab. Click on the first row under the column OLDUSERNAME.
6. Click on AutoSum | More Functions… | VLOOKUP. Click OK.
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7. Setup the following:
a. Lookup_value
This should be set to the first row of data under the header BMCSERVICEDESK__FKCLIENT__C.
b. Table_array
Click on the second tab where you copied the data from the User object and select both columns and
all ways of data. Your data for this field will look something like this:
Sheet1!A1:B20
Modify the data so it looks like this (inserting the $ sign):
Sheet1!$A$1:$B$20
c.
Col_index_num
Set this to 2.
d. Range_lookup
Set this field to false.
8. Click OK.
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9. The formula for the field will look something like this:
=VLOOKUP(B2,Sheet1!$A$1:$B$20,2,FALSE)
Copy this field down across all rows of data.
If you have been following this document, all clients whose Usernames start with an underscore are the clients
we made inactive and disabled earlier in this project.
Those Usernames that do NOT have an underscore, you can delete those rows of data. We will not be
updating those records. You should be left with a results set showing basically the now “inactive” users.
10. Add a new column called NEWUSERNAME. In the first row under this column, copy the following formula:
=RIGHT(C2, LEN(C2)-1)
This will turn [email protected] into [email protected]
Copy this formula down through all the rows.
11. Return to the tab with your Username and ID.
12. Copy the USERNAME column to a new tab. Then copy the ID field to the new tab. Basically we’re reversing
the order of the columns so USERNAME is first.
13. Return to the Export_Incidents tab.
14. Add one more column called NEWID.
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15. Returning to VLookup for this field:
a. Lookup_value
This should be set to the first row of data under the header NEWUSERNAME.
b. Table_array
Click on the third tab where you copied the USERNAME and ID fields (USERNAME will be the first
column of data). Your data for this field will look something like this:
Sheet2!A1:B20
Modify the data so it looks like this (inserting the $ sign):
Sheet2!$A$1:$B$20
c.
Col_index_num
Set this to 2.
d. Range_lookup
Set this field to false.
16. Copy this VLOOKUP down all rows of data. What we’ve done is find the old Username associated with the
old ID in FKClient field, resolved it to the Username and then modified the username in such a way that we
could find the new value for the new Username.
17. Save the file as Import_Incidents.csv.
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Update Incidents
IMPORTANT NOTE: THERE IS A VALIDATION RULE ON THE INCIDENT OBJECT, “CANNOT UPDATE
CLOSED INCIDENT”. IF YOU WANT BOTH OPEN AND CLOSED RECORDS TO BE MOVED TO THEIR
NEW RESPECTIVE CLIENTS, YOU MUST DISABLE THIS VALIDATION RULE ON THE INCIDENT
OBJECT BEFORE DOING THE IMPORT. REMEMBER TO REENABLE THE VALIDATION RULE ONCE
YOU HAVE SUCCESSFULLY UPDATED THE RECORDS.
1. Click on Update from Data Loader.
2. Select Incident (BMCServiceDesk__Incident__c). Click Browse… and select Import_Incidents.csv. Click
Next.
3.
Click on “Create or Edit a Map”.
4. Map the following fields:
a. ID
Id
b. NEWID
BMCServiceDesk__FKClient__c
Leave all other fields unmapped.
5.
Click OK and then Next.
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6. Specify the location of the logs and click Finish. If you have errors and it’s due to closed records, you need to
go back and disable the one validation rule, Cannot Update Closed Incident. Remember to re-enable the
validation rule once your update is complete.
Additional Note: The above is just one example using the Incident object. However be aware there are many
more objects that “could” be impacted. While document the steps for each object is beyond the scope of this
document, we can offer you this list of possible objects that need to be reviewed:
CI Client Link
Holds the relationship data between CIs and Clients. In this object we’re looking at
the BMCServiceDesk__FKUser__c field.
Change Requests
In this object we’re looking at the BMCServiceDesk__FKInitator__c field.
Client Urgency
Holds the relationship between Clients and Urgency. In this object we’re looking at
the BMCServiceDesk__FKClient__c field.
Incident
Covered above. BMCServiceDesk__FKClient__c field.
Knowledge Feedback
Holds feedback regarding a given Knowledge Article provided by Client.
BMCServiceDesk__FKUser__c field.
Tasks
BMCServiceDesk__FKClient__c field.
Other areas to be aware of:
Reports:
Any reports created where a specific value for a given Client was used will
need to be updated.
Views:
Any views created where a specific value for a given Client was used will
need to be updated.
Remedyforce QuickViews
Any QuickViews created where a specific value for a given Client was used
will need to be updated.
Service Level Agreements
Any Service Level Targets where a specific Client value is used will need to
be updated. Additionally any Service Level Actions that might be going to a
specific named Client will also need to be updated.
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Logging into Salesforce
Your clients will now use the same URL as your staff (http://login.salesforce.com). However, their view will be a bit
different.
Home Tab
The Home tab will show the Client’s Chatter feed. If the Client has anything to approve, those items will show up under
“Items to Approve” (both Change Requests as well as Service Requests).
Chatter
This is the standard Salesforce Chatter tab.
Remedyforce Self Service
This is our Remedyforce Self Service that is accessible via a tab vs. logging in through the Self Service URL. A Client
can submit an Incident or a Service Request, check up on their own tickets, perform knowledge search….everything
they would normally be able to do in Self Service.
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Appendix A: Exporting Your Data
Salesforce allows you to export all of your data. This section will walk you through that process.
1. In Salesforce navigate to Setup | Administration Setup | Data Management | Data Export.
2. Click Export Now.
3. Accept the default Encoding.
4. Check the box next to “Include images, documents, and attachments.
5. Check the box next to “Include Chatter files and Salesforce CRM Content document versions”.
6. Under “Exported Data” accept the default of the checked box next to “Include all data”.
7. Click “Start Export”.
You will receive an email when the export is finished with a link that will guide you to the zip file containing the exported
files/data. Be sure and copy this zip file to a secure location as Salesforce only keeps the file available on the system
for 48 hours!
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Appendix B: Apex Data Loader
Data Loader Guide: http://na1.salesforce.com/help/doc/en/salesforce_data_loader.pdf
Data Loader Video: http://wiki.developerforce.com/page/Data_Loader_Video
Gather Data
There’s information that you will need before using data loader.
1. Navigate to Setup | Personal Setup | My Personal Information.
2. Check the list under My Personal Information. If you see a section called “Reset My Security Token”, then you
will need to know your Security Token in order to use Data Loader. If you do not see “Reset My Security
Token” you can move to the section called “Getting Data Loader”.
3. Click on “Reset My Security Token”. The screen will walk you through the steps. You’ll receive an email with
your token. When you use data loader, you’ll need to append your security token to the end of your Salesforce
password.
Getting Data Loader
1. In Salesforce navigate to Setup | Administration Setup | Data Management | Data Loader.
2. Click on the link, Download the Data Loader. Depending on how your browser is setup, it’ll either run the
executable in which case simply follow the on screen prompts or you’ll be asked to save it on your hard drive,
which you can do and then click on the executable to install and follow the on screen prompts.
3. Once the Data Loader is installed, it will show up in your Start Menu….launch the Data Loader.
4. You can select Export. The system will ask you to provide your Username and Password. Remember if you
had to reset your security token you’ll need to append the security token to the end of your password. The
password+security token combination is your complete password.
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Business runs on IT. IT runs on BMC Software.
Business thrives when IT runs smarter, faster, and stronger. That’s why the most demanding IT organizations in the world rely on BMC
Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC offers a
comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal
quarters ended September 30, 2008, BMC revenue was approximately $1.83 billion. Visit www.bmc.com for more information.