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 3 sandbox testing guidelines

BMC Helix Remedyforce 20.19.02 (Summer 19) Patch 3 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 3 to your production organization.

This document provides testing recommendations related to defect fixes addressed in the BMC Helix Remedyforce 20.19.02 Patch 3 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 3 release notes.

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

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Product area / FeatureSub featureRecommended validation
Remedyforce Console

Incident Matching

Perform validation for the following areas:

  • Linking parent and child records
  • Linking to records that have existing linked records (Actions > Incident Matching or from Smart Suggestions)
EmailPerform validation for Reply and Reply All action for all modules.
Linked records

Perform validation for the following areas:

Closing and reopening of multiple linked records. (Try for more than 200 records)

Service Request

Perform validation for the following areas:

Creating, editing, and copying of a service request with all custom data type fields in the Request Detail object.

Remedyforce Administration

Perform validation for Mapping of Operational Rule Status to Task Status section under BMC Client Management Integrations.

Remedyforce CMDB

Perform validation for the following areas:

  • Filtering, sorting, and pagination of records in CMDB list view.
  • CMDB remote control action history details for the instances linked to incidents.
  • Creating and updating relationships using Multiple Instance Editor.
  • Adding, updating, and deleting Primary Client field value.
Self Service

Service Request

Perform validation for the following areas:

  • All types of inputs fields in the Service Request form, with both one and two column layout.
  • Creating, editing, and copying of service requests with all custom data type fields in the Request Detail object.
Branding

Perform validation for the Self Service branding.

Submit Ticket from View my Assets

Perform validation for Submit Ticket from View My Assets, when dynamic rendering is enabled.

IntegrationsRemedyforce Discovery

Perform validation for the following areas:

Downloading, installing, and uninstalling of Remedyforce Discovery clients.

EmailEmail Conversation

Perform validation for the following areas:

Incident creation and update by using email, with and without attachments (Signature attachments and embedded images).

Service Level Agreement (SLA)Qualifications

Perform validation for the following areas:

  • Under Remedyforce Administration, the SLA Qualification Criteria using lookup and picklist fields.
  • Multiple SLAs with different support hours and pause clock conditions.

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