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 sandbox testing guidelines

BMC Helix Remedyforce 20.19.02 release has been pushed to sandboxes and is now available for customer and partner validation before BMC pushes it to the production organizations.

This document provides recommendations for testing related to new features, enhancements, and defects addressed in the BMC Helix Remedyforce 20.19.02 release. Note that these guidelines might not cover all customization or configuration specific to your organization. Hence, it is recommended that this document should be used as a reference for understanding the possible product areas that 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 use cases important to business continue to work as expected.

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

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Product Area / FeatureSub FeatureRecommended Validation
Remedyforce Console









Forms

Activity Feed

  • Ensure that service request with various input field types work as expected along with their fulfillment process and the defined entitlements.
  • Ensure that user is able to add Notes from Activity Feed, Smart View, Actions, and Record Details.
  • Ensure that user is able to select values in the fields under the Service, Configuration Item and Asset Details section and also link and unlink records from the Linked Configuration Items and Assets section in the Details tab.
  • Ensure that the filter criteria is applied on the lookup fields, users are able to search, select, and navigate to the previous and the next pages.

For more information related to configurations, refer the following sections in 20.19.02 enhancements:

  • Perform CIs, assets, and services related activities for a record in one place from Remedyforce Console 
  • Enhanced request definition entitlements

Configuration Item / Asset lookup

Ensure that the lookups on Base Element works as expected.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Advanced search criteria for selecting a CI

Attachments

Validate the file and attachment functionality.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • View attachment information of records in the list view

Queue and User Assignment

Perform validation on the queue and staff assignment related use cases.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

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

List View

Perform validation for the following:

  • Column customization (select and order columns).
  • Searching and sorting.
  • Broadcast scrolling.

For more information related to configurations, refer the following sections in 20.19.02 enhancements:

  • Message scroll format for displaying broadcast messages
  • Restrict attachments from getting added to incidents that are created from emails 

Email Conversation

Perform validation for the following:

  • Ensure that incidents are getting created from incoming emails.
  • Staff user is able to send, receive, and view emails from Activity Feed, Smart Views, Action History, and Actions menu with attachments, embedded images and email signature.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

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

Web API

Perform validation for uploading attachments to service requests using REST API.

Remedyforce Chat

Perform validation for Remedyforce chat with users switching to different chat availability status.

Service Level Agreements and Operation Level Agreements

Perform validation for the following:

  • Administrator should be able to create and update agreements successfully.
  • Agreement targets are getting applied to records of incidents, service requests, change requests, tasks, and problems.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Support for enabling concurrent Operational Targets on a record
Remedyforce AdministrationService Request Definition
  • Administrator is able to create and update service request definition with input fields of different types.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Enhanced request definition entitlements

Service Level Agreements and Operation Level Agreements

Perform validation for the following:

  • Administrator should be able to create and update agreements successfully.
Self Service 3.0Service Request and Tickets
  • User is able to create, view, and update service requests with various input field types.
  • User is able to create, view, and update tickets
  • User is able to submit tickets and service requests through Lightning components.

For more information related to configurations, refer the following sections in 20.19.02 enhancements:

  • Two column layout for Service Request forms
  • Dynamic field rendering for tickets
Home page
  • Ensure that the client user is able to view the tiles for which the user has the entitlement in Self Service 3.0 and Salesforce Mobile Application.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Configurable sidebar for different segments of users 

Request Service

Self Help articles

Ensure that users are able to view appropriate categories with icons and descriptions under Request a Service and Self Help articles

Remedyforce CMDB

Multiple Instance Editor

Perform validation for the following:

  • Mass update of records.
  • If Reconciliation is on, more than 20 records can be updated at a time in mass edit mode.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Update more than 20 records in the mass edit mode
Relationship

User is able to create, view, and update relationships successfully.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Support for adding or deleting multiple relationships
CMDB Explorer

Perform validation for the following filters available in CMDB Explorer.

  • Filter By (All, CI, Asset)
  • Relationship Displayed

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Ability to filter CMDB Explorer based on classes 
CMDB Lookups

Ensure that users are able to search and select values in the lookup fields on the Instance Editor page, and are able to save and retrieve the instance data.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Lookup filters on CIs and assets
Integrations

CMDB-BMC TrueSight Operations Management

Perform validation for the following:

Creation of Incident in Remedyforce through BMC TrueSight Operations Management event trigger

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Ability to link CIs with incidents based on BMC TrueSight Operations Management events
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If you have integrated BMC Helix Remedyforce CMDB with any third-party software, such as BMC Discovery, BMC Client Management, and so on, test and ensure that integration is working as expected.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Define rules to identify source priority for updating CI attributes 

BMC Helix Chatbot

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Perform validations for your existing BMC Helix Chatbot Configurations by submitting Service Request from Chatbot, viewing service requests status and knowledge articles

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Support for BMC Helix omni channels in the BMC Helix Remedyforce chatbot
Remedyforce Benchmarking-

Administrator is able to view the benchmarking KPIs and graphs.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Support for viewing KPIs and insights based on industry type or license count - BETA
Remedyforce Value Adoption dashboardSharing badges

Administrator is able to share Remedyforce Value Adoption badges.

For more information related to configurations, refer the following section in 20.19.02 enhancements:

  • Ability to share badges on BMC Communities

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