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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 PAGE 1 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 Gather Data...........................................................................................................................................................................................57 Getting Data Loader .............................................................................................................................................................................57 PAGE 2 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 3 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 4 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 5 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 6 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 7 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 8 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 9 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 10 OF 59 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 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 11 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 12 OF 59 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 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 13 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 14 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 15 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 16 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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”. PAGE 17 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 18 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 19 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 20 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 21 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 22 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 23 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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”. PAGE 24 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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”. PAGE 25 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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! PAGE 26 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 27 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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”. PAGE 28 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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”. PAGE 29 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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! PAGE 30 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 31 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 32 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 33 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 34 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 35 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 36 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 37 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 38 OF 59 WORKSPACEID CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 39 OF 59 BMCSERVICEDESK__ISOUTOFOFFICE__C CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 40 OF 59 PROFILEID CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 41 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 42 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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 PAGE 43 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 44 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 45 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 46 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 47 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 48 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 49 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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$20 c. Col_index_num Set this to 2. d. Range_lookup Set this field to false. 8. Click OK. PAGE 50 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 9. The formula for the field will look something like this: =VLOOKUP(B2,Sheet1!$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. PAGE 51 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 52 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 53 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 54 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 55 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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! PAGE 56 OF 59 CONFIDENTIAL Conversion of Self Service Clients BMC Remedyforce 20.12.02.017.018 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. PAGE 57 OF 59 CONFIDENTIAL 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.
