BMC Remedyforce

Before You Begin

Introduction

This document describes how to configure Oracle Identity Cloud Service to provide Single Sign-On (SSO) for BMC Remedyforce using SAML.

About BMC Remedyforce

BMC Remedyforce is built on the Salesforce App Cloud and enables you to deliver high-speed service management that empowers users and accelerates the business with minimal capital investment.

After integrating BMC Remedyforce with Oracle Identity Cloud Service:

  • Users can access BMC Remedyforce using their Oracle Identity Cloud Service login credentials.
  • Users can start BMC Remedyforce from Oracle Identity Cloud Service My Apps console.
  • Admins can assign and revoke user access to the BMC Remedyforce app using the Oracle Identity Cloud Service administration console.

What Do You Need?

  • An Oracle Identity Cloud Service account with authorization rights to manage apps and users (Identity Domain Administrator or Application Administrator).
  • A BMC Remedyforce account with authorization rights to configure federated authentication.
  • Make sure that the email ID of each user in BMC Remedyforce matches the primary email ID of the Oracle Identity Cloud Service account.
  • A downloaded Identity Provider metadata file. Use the following URL to access the metadata: https://<IDCS-Service-Instance>.identity.oraclecloud.com/fed/v1/metadata. Use this file later during the BMC Remedyforce configuration in the "Configuring SSO for BMC Remedyforce" section.

Configuring SSO for BMC Remedyforce

Use this section to set up the domain, set up the Federation ID for the BMC Remedyforce user, and configure SSO for BMC Remedyforce.

Setting Up the Domain in BMC Remedyforce

  1. Access BMC Remedyforce as an administrator using the URL: https://login.salesforce.com.

  2. Click Setup.

  3. From the left navigation menu, expand Domain Management in the Administer section, and then select My Domain. The My Domain page appears.

  4. In the Choose Your Domain section, enter the Domain Name, and then click Check Availability.

  5. If the domain name is available, click Register Domain.

  6. After registering the domain, BMC Remedyforce sends you an email. Click the link in the email to activate the BMC Remedyforce-created domain.

  7. Log in with your domain URL to test and deploy the domain.

Setting Up the Federation ID for the BMC Remedyforce User

  1. Access BMC Remedyforce as an administrator using the URL: https://login.salesforce.com.

  2. Click Setup.

  3. From the left navigation menu, expand Manage Users in the Administer section, and then select Users.

  4. Click the Edit link next to the administrator user name. The User Edit window appears.

  5. In the Single Sign On Information section, enter or paste the user's email ID into the Federation ID text box, and then click Save.

Configuring SSO for BMC Remedyforce

  1. Access BMC Remedyforce as an administrator using the URL: https://login.salesforce.com.

  2. Click Setup.

  3. From the left navigation menu, expand Security Controls in the Administer section, and then select Single Sign-On Settings.

  4. On the Single Sign-On Settings page, click Edit.

  5. In the Federated Single Sign-On Using SAML section, select the SAML Enabled check box, and then click Save.

  6. In the SAML Single Sign-On Settings section, click New from Metadata File.

  7. Click Choose File, and then upload the metadata that you previously downloaded. See the "What Do You Need" section.

  8. Click Create.

  9. Use the table to update the federated authentication attributes, and then click Save.

    This table lists the mandatory federated authentication attributes that you must set to complete the SSO configuration.
    Attribute Value
    Name Enter the identity provider name.
    API Name Enter a name for the API.
    SAML Identity Type Make sure that Assertion contains the Federation ID from the User object is selected.

  10. On the Single Sign-On Settings page, click the identity provider name displayed under the Name column. The SAML Single Sign-On Settings page appears.

    Tip: This is the identity provider name that you mentioned in the Name text box while updating the federated authentication attributes in the previous step.

  11. Click the Request Signing Certificate link. The Certificates page appears.

  12. Click Download Certificate to download the service provider certificate. The service provider certificate is downloaded in .CRT format.

    Tip: Use this certificate later during the BMC Remedyforce registration in the "Registering and Activating the BMC Remedyforce App" section.

Configuring the BMC Remedyforce App in Oracle Identity Cloud Service

Use this section to obtain the Organization ID and Domain Name, register and activate the BMC Remedyforce app, and then assign users to the app.

Obtaining the Organization ID and Domain Name from BMC Remedyforce

An organization ID and a domain name are required before you can register and activate the BMC Remedyforce app. You obtain these values from BMC Remedyforce.

  1. From the BMC Remedyforce home page select Setup.

  2. From the left navigation menu, expand Security Controls in the Administer section, and then select Single Sign-On Settings. The Single Sign-On Settings page appears.

  3. In the SAML Single Sign-On Settings section, click the name that you provided for your SAML Single Sign-On Settings. The SAML configuration page appears.

    Image img1.png displays the SAML Single Sign-On Settings page with the name highlighted.

  4. In the Endpoints section, copy the domain name and the organization ID from the Salesforce Login URL: https://<Domain_Name>.my.salesforce.com?so=<Organization_ID>. The domain name appears at the beginning and the organization ID appears at the end of the url.

    Image img2.png displays the Salesforce Login URL with the Domain Name and the Organization ID highlighted.

Registering and Activating the BMC Remedyforce App

  1. Access the Oracle Identity Cloud Service administration console, select Applications, and then click Add.

  2. Click App Catalog.

  3. Search for BMC Remedyforce, and then click Add.

  4. In the App Details section, enter the BMC Remedyforce Organization ID, Domain Name, and then click Next.

    Note: These are the values that you obtained while performing the steps in the "Obtaining the Organization ID and Domain Name from BMC Remedyforce" section.

  5. In the SSO Configuration section, expand the General Settings section, and then upload the signing certificate of the service provider that you obtained earlier. See the "Configuring SSO for BMC Remedyforce" section.

  6. Click Finish. Oracle Identity Cloud Service displays a confirmation message.

  7. Click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Assigning Users to the BMC Remedyforce App

  1. On the BMC Remedyforce app page in Oracle Identity Cloud Service, select Users, and then click Assign. The Assign Users window appears.

  2. Select users that you want to assign to BMC Remedyforce, and then click OK. Oracle Identity Cloud Service displays a confirmation message stating that the BMC Remedyforce app is assigned to the users that you selected.

Verifying the Integration

Use this section to verify that SSO works when initiated from Oracle Identity Cloud Service (IdP Initiated SSO) and BMC Remedyforce (SP Initiated SSO).

Verifying Identity Provider Initiated SSO from Oracle Identity Cloud Service

  1. Access the Oracle Identity Cloud Service My Profile console using the URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/ui/v1/myconsole.

  2. Log in using credentials for a user that is assigned to the BMC Remedyforce app. Oracle Identity Cloud Service displays a shortcut to BMC Remedyforce under My Apps.

  3. Click BMC Remedyforce. The BMC Remedyforce home page appears.

  4. Locate the user name at the top of the page to confirm that the user that is logged in is the same for both BMC Remedyforce and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from Oracle Identity Cloud Service works.

Verifying Service Provider Initiated SSO from BMC Remedyforce

  1. Access BMC Remedyforce using the URL: https://login.salesforce.com.

  2. On the login page, click Use Custom Domain, and then click the identity provider name. You are redirected to the Oracle Identity Cloud Service login page.

  3. Log in using credentials for a user that is assigned to the BMC Remedyforce app. The BMC Remedyforce home page appears.

  4. Locate the user name at the top of the page to confirm that the user that is logged in is the same for both BMC Remedyforce and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from BMC Remedyforce works.

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

BMC Remedyforce displays the message, “Single Sign-On Error".

Cause: The email attribute sent by Oracle Identity Cloud Service during SSO doesn't match any existing user in BMC Remedyforce.

Solution: Ensure that the user that you assign to the BMC Remedyforce app has an account in both Oracle Identity Cloud Service and BMC Remedyforce with the same email address.

Oracle Identity Cloud Service displays the message, “You are not authorized to access the app. Contact your system administrator."

Cause 1: The SAML 2.0 integration between the Oracle Identity Cloud Service BMC Remedyforce app and BMC Remedyforce is deactivated.

Solution 1:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select BMC Remedyforce.
  • In the App Details section, click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Cause 2: The administrator revokes access for the user at the same time that the user tries to access the BMC Remedyforce app using Oracle Identity Cloud Service.

Solution 2:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select BMC Remedyforce.
  • In the App Details section, select Users, and then click Assign to re-assign the user.

Unknown Issues

For unknown issues, contact Oracle Support:

  1. Go to https://support.oracle.com.

  2. Select Cloud Support, and then sign in with your support credentials.

  3. In the Cloud Dashboard, confirm that there are no planned outages in Oracle Identity Cloud Service, and then click Create Service Request.

  4. Select Oracle Identity Cloud Service as the service type.

  5. Complete your service request.