This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

BMC Helix Remedyforce 20.19.02 patch 2 sandbox testing guidelines

BMC Helix Remedyforce 20.19.02 (Summer 19) Patch 2 contains a few defect fixes to improve the product quality. It is recommended that if you choose to self-upgrade, then first upgrade and test in your sandbox organization before pushing the 20.19.02 Patch 2 to your production organization.

This document provides testing recommendations related to defect fixes addressed in the BMC Helix Remedyforce 20.19.02 Patch 2 release. Note that these guidelines might not cover all customizations or configurations that are specific to your organization. Hence, it is recommended that this document be used as a reference for understanding the possible product areas which might have undergone changes. Partners and customers are expected to not limit their validations to the ones mentioned in this documentation. They should also execute their test suites to ensure all the use cases important to their business continue to work as expected.

For more information on the release details, refer to the BMC Helix Remedyforce 20.19.02 Patch 2 release notes.

For more information about the testing guidelines, refer to the following table:

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Product area / FeatureSub featureRecommended validation
Remedyforce ConsoleAttachments

Perform the validation for the following areas:

  • Adding or deleting attachments.
  • Sending or receiving emails that contain attachments.
  • Validate the record highlighting by testing the above use cases.

Services and CI

Perform the validation for the following areas:

  • Filtering and sorting of linked services and CIs.
  • Linking and unlinking of services and CIs.

Broadcast

Perform the validation for the following area:

  • Closing a broadcast when multiple records are linked to it.

Keyboard shortcuts

Perform the validation for the following area:

  • The Remedyforce keyboard shortcuts.

SmartView

Perform the validation for the following area:

  • View broadcasts in SmartView.
Remedyforce Administration

Perform the validation for the following areas:

  • Self Service tile entitlement for the selected accounts.
  • Broadcast setting for Remedyforce Console.
  • Field mapping in templates.
  • Information icons on CMDB administration pages.
    For example, RBA classes information.
Remedyforce CMDB

Perform the validation for the following areas:

  • Base Element fields with different permissions such as read, write, and edit for profiles and permission sets.
  • Add, update, and delete a primary client and other lookup fields in CMDB instances.
Self ServiceManage Approvals

Perform the validation for the following areas:

  • Show record details on the Manage Approval page.
  • Open a record from the Manage Approval page.

Branding

Perform the validation for the following area:

  • Self Service branding logos.

View in My Activity

Perform the validation for the following area:

  • All OOTB and custom fields and their values on the View My Activity page.

Service Request

Perform the validation for the following area:

  • Service request field values in the multi picklist and picklist fields.
Service Level Agreement

Perform the validation for the following areas:

  • Create a Service Level Agreement (SLA) by using different user permissions.
  • Multiple SLAs with different support hours and pause clock conditions.
Community ComponentCommunity builder

Perform the validation for the following areas:

  • Preview the Community Builder.
  • Save and view the Community page.
EmailEmail conversation

Perform the validation for the following areas:

  • Email conversation form Activity Feed and SmartView.
  • Test the Reply and Reply All features from Activity Feed and SmartView.

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