20.19.02 enhancements

This topic provides information about the following enhancements that are provided in the MultiExcerpt named ProductName was not found -- Please check the page name and MultiExcerpt name used in the MultiExcerpt-Include macro product in this release: 

Auto Categorization feature for automatically assigning category to records that are created without the category information

BMC Helix Remedyforce integrates with BMC Helix Platform to provide support for the Auto Categorization feature that provides the following functionalities:

• Incidents that are created with a blank category can be automatically assigned a category based on the incident description. The categories are identified using calculations based on a confidence score from the cognitive service.

• Show IT Staff suggested categories based on recommendations from the cognitive service.  Staff users can select one of the suggested categories or override the suggestion made by the cognitive service.

To select from the suggested list of categories, a new icon  is displayed. Note that it appears only for the out-of-the-box category lookup fields. If the category is already populated using the Auto Categorization feature, then the icon changes to .

The following screen shot shows an incident with auto suggested categories.

For more information about the Auto Categorization feature, see Auto categorization of incidents and Viewing and assigning a suggested category to an incident.

Support for Print and PDF options in Salesforce Lightning Experience

Remedyforce Lightning Experience now supports the Print and Print to PDF options under the Actions menu of Remedyforce Console.

For more information about the print options, see Performing actions on incidents.

Message scroll format for displaying broadcast messages

To facilitate easier reading of broadcasts, the broadcast messages will now be displayed in a Message Scroll format instead of the marquee based Text Scroll format.

For more information about broadcast display, see Customizing the Remedyforce Console tab and Overview of the Remedyforce Console tab.

View attachment information of records in the list view

A visual cue in the form of a paper clip icon  is provided in the list view that indicates whether a record has an attachment or not. The feature is available for all views. In case you are upgrading, the paper clip icon is displayed for new records that are created after the upgrade process. For older records, the icon appears if you modify the records by adding or removing the attachment. After upgrading, if the paper clip icon is not visible by default, you can make it available by adding it to the custom console listview.

The following image shows the new attachment icon available in Remedyforce Console.

For more information about the icon, see Overview of the Remedyforce Console tab.

Enhanced request definition entitlements 

The administrator can now configure entitlement of the Service Request Definitions in the Request Definition lookup of Remedyforce Console based on specific accounts, profiles, or permission sets. The entitlement can be configured for users without associated accounts as well. Furthermore, you can prevent the service request access to Self Service users who do not have associated accounts..

For more information about configuring this feature, see Creating and configuring an SRD and General settings for Remedyforce.

Perform CIs, assets, and services related activities for a record in one place from Remedyforce Console

When viewing and editing records, you can perform all activities related to CMDB in one place so that you do not have to switch between multiple tabs and menus of Remedyforce Console.

The Services and CIs slider is added to Remedyforce Console on which you can perform all activities related to CIs, assets, and services.

For more information about Services and CIs, see Viewing, linking, and unlinking CIs from a record.

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Update more than 20 records in the mass edit mode

You can now edit more than 20 records in the mass edit mode (that is, Multiple Instance editor) when Reconciliation is enabled. You can edit those fields on which reconciliation rules are not defined. For more information about the mass edit mode, see Editing multiple configuration items and assets.

Support for adding or deleting multiple relationships 

For a CMDB instance, you can now add or remove multiple relationships for respective CIs and Assets instead of one relationship at a time, which was tedious.

For more information about working with relationships, see Managing relationships between an asset and other CMDB instances, Managing relationships between a configuration item and other CMDB instances and Linking supporting information to a configuration item. 

Ability to filter CMDB Explorer based on classes 

To get a better graphical view when there are large number of instances and relationships, you can now filter the CMDB Explorer based on CMDB classes.

For more information on the CMDB Explorer features, see Working with the CMDB Explorer.

Define rules to identify source priority for updating CI attributes 

You can configure rules to specify the priority at field-level for the updates available from external and internal sources. For example, if updates from BCM and BMC Discovery are available for the Description field, you can give higher priority to BCM by configuring field-level rules. For example, if BCM has updated this field and BMC Discovery has a different value, the update from BMC Discovery does not occur.

Administrators can configure field-level rules on Remedyforce Administration > Configure CMDB 2.0 > Field Source Priority Rules to specify the priority for each source. 

The configured rules are applied when updates from multiple external sources are available for those fields. 

For more information about configuring rules, see Configuring field-level priorities to manage data updates available from external sources.

Advanced search criteria for selecting a CI

When linking CIs, assets, and services to a record, you can now perform a precise search based on multiple criteria. For example, by using the advanced search feature, you can search for all printers in a specific location whose CI status is In Repair. 

This advanced search is like the one on the main CMDB page excluding the option to save an advanced search. 

For more information about the advanced search feature, see Viewing, linking, and unlinking CIs from a record.

Enhanced user interface for Remedyforce CMDB and Remedyforce Console tabs

The popup windows on the Remedyforce CMDB tab and the Remedyforce Console tab are enhanced in look and feel with a more intuitive interface. The following GIF shows the changes that are made in terms of look and feel.

• For more information about the Remedyforce CMDB tab, see Overview of the Remedyforce CMDB tab.
• For more information about the Remedyforce Console tab, see Overview of the Remedyforce Console tab.
• For more information about linking multiple records, see  Linking supporting information to a configuration item and Linking supporting information to an asset.

Lookup filters on CIs and assets

You can configure lookup filters for CMDB CI and asset classes similar to lookup filters configured for Console on incident, problem, task, change request, and release. For more information about creating lookup filters on CI and asset classes, see Configuring lookup filters on CIs and assets.

Integration with BMC TrueSight Operations Management

The following enhancements are available if BMC TrueSight Operations Management 11.3.03 is integrated with BMC Helix Remedyforce:

• Configurable mapping of TureSight event fields to an incident in BMC Helix Remedyforce: In addition to default information, TrueSight Infrastructure Management sends additional event details to BMC Helix Remedyforce. Incidents in BMC Helix Remedyforce are updated based on these additional event details. To ensure that information exchanged during the incident lifecycle is consistent between TrueSight Infrastructure Management and BMC Helix Remedyforce is consistent, you can customize the integration. 
• Linking CIs with incidents based on an event: A Computer System CI associated with an event in BMC TrueSight Operations Management is automatically linked with an incident if the following conditions are true:
  • The incident is created in BMC Helix Remedyforce based on an event in BMC TrueSight Operations Management. 
  • The CI associated with the event is matching with a CI in BMC Helix Remedyforce. 

  Only one CI associated with an event is linked to an incident. The linked CI is the affected device for which an event is created in TrueSight Operations Management. 

• Passing an incident ID from BMC Helix Remedyforce to its corresponding event in BMC TrueSight Operations Management: When an incident is created in BMC Helix Remedyforce based on an event, the incident ID is passed on to ProactiveNet or TrueSight Infrastructure Management. However, BMC Helix Remedyforce does not send incident information such as modifications to ProactiveNet or TrueSight Infrastructure Management.

For more information, see Viewing the CI linked with an incident.

Ability to import cloud tags from BMC Helix Discovery

BMC Discovery and BMC Helix Discovery now discover the tags provided in BMC Helix Remedyforce and identify the relationship of these tags with the cloud instances. To support this functionality, the following fields and the picklist option are added in BMC Helix Remedyforce:

For more information, see Integrating Remedyforce with BMC Discovery and BMC Helix Discovery.

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Two column layout for Service Request forms

The administrator can now configure the Service Request form for Self Service 3.0 users in a two column layout while creating a service request, editing, copying, or while viewing a service request as draft. The Service Request form has an enhanced Attachments section with icons to categorize the attachment types (doc, ppt, xls, pdf, image, and video). Also, the On Behalf of option on the form is now Request for, with an Edit option next to it.

For more information about configuring the two column layout, see Settings for service requests in Self Service.

Icons and description for categories 

The administrator can now set different icons and enable description for the categories that are listed on the Request a Service and View Self Help Articles pages of Self Service.. The icons facilitate easier recognition of categories and the brief description (tool-tip) provides more insights. Also, the categories are now displayed in a tile format to efficiently utilize the screen space.

For more information about icons and description for categories, see Managing categories.

Configurable sidebar for different segments of users 

The administrator can now configure the Self Service sidebar based on specific accounts, profiles, or permission sets. The entitlement can be configured for users without associated accounts as well. Furthermore, you can prevent the sidebar access to Self Service clients who do not have associated accounts.

For more information about configuring this feature, see Configuring Self Service tiles and General settings for Remedyforce.

Dynamic field rendering for tickets 

When creating or modifying tickets in Self Service, you can now obtain the additional information that is required to resolve tickets.

Administrators can enable the dynamic field rendering feature for tickets and define the field display criteria for all ticket layouts. The configured field display criteria are applied when creating or modifying tickets in Self Service. The ticket form shows relevant fields based on client user's inputs.  

In the following example, the Network ID and Service Provider fields are displayed on the ticket form when a client user specifies the ticket category as Network Issue.

Dynamic field rendering is supported for Self Service 3.0 only.

For more information about enabling dynamic field rendering, see Setting up dynamic field rendering for tickets.

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Ability to configure BMC Helix Chatbot settings from the Remedyforce Administration tab

You can now configure BMC Helix Chatbot settings from the Remedyforce Administration tab by using the option BMC Helix Chatbot Configuration Settings provided in the Integrations tile menu. For more information about configuring the settings, see Integrating and Integrating Remedyforce with BMC Helix Chatbot.

Restrict attachments from getting added to incidents that are created from emails 

You can now restrict unwanted attachments, such as signature images or icons, for incoming emails in Email Conversation and while creating incidents from emails. You can restrict attachments based on the following options:

• File names
• Files with file types as JPEG, JPG, GIF, and PNG and having the file size below a specified size.

For more information about the settings, Settings for email conversation.

Support for enabling concurrent Operational Targets on a record

When you enable concurrent Operational Level Targets (OLT), you can now configure whether to keep the OLTs attached to a record in running or paused state when a record’s qualification criteria fails and a queue change is detected. The earlier behavior of cancelling the target is also available. If you keep the OLTs running, the queues continue to calculate the time even when the record changes a queue due to failed criteria.

For more information about concurrent OLTs, see Enabling concurrent Operational Targets on a record during queue change, General settings for Remedyforce, Creating service or operational level agreements, and Creating service or operational level targets.

Ability to share badges on BMC Communities 

You can now share your Remedyforce Value Adoption badges on BMC Communities as well, along with other social sites.

For more information about sharing badges on BMC Communities, see Unlocking Remedyforce Value Adoption badges. 

Support for BMC Helix omni channels in the BMC Helix Remedyforce chatbot

The following BMC Helix omni channels are supported in the BMC Helix Remedyforce chatbot:

• Slack
• Skype for Business (Office 365 - Online). This channel requires any of the following subscriptions:
  

  • Azure Enterprise Subscription

  • Office 365 Subscription

• SMS (through Twillo). This channel requires Twillo subscription.

For more information about omni channels, see Omni channels support in the BMC Helix Remedyforce chatbot.

Support for viewing KPIs and insights based on industry type or license count - BETA

Along with global benchmarks, you can now compare your KPIs and insights with organisations that are similar to your industry type or your Remedyforce license count. 

For more information about using the new analytical dimensions for viewing KPIs, see Assessing your organization performance against benchmarks.

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