BMC MyIT with Remedyforce - Frequently Asked Questions

No it does not. There are a number of differences between MyIT with Remedy vs. MyIT with Remedyforce. Below are highlights of the primary differences.

Note: If self-service is the primary focus, additional detail is given below on Remedyforce Self-Service capabilities which can be an alternative to MyIT and in many cases, support an organization's self-service needs.

The table below lists the functional differences between MyIT Self Service and MyIT Digital Workplace with AppZone (formerly known as Base vs. Premium) when integrated with Remedyforce. We are evaluating and prioritizing several differences in order to extend the value of the Digital Workplace option with Remedyforce.

Remedyforce provides several native self-service options in addition to MyIT. 

1. Remedyforce Self Service Mobile is a mobile application designed for end users to access Self Service Components of Remedyforce via a mobile device. This will be phased out and replaced by Remedyforce Self Service on Salesforce1. We will end support for this mobile app, targeting later next year and will provide notice 2 releases prior.
2. Remedyforce Self Service Portal is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined below.
3. Remedyforce Mobile for Self Service on Salesforce1 is our latest self-service option, introduced in the Summer 15 release. This new mobile app, which is running on the S1 mobile platform, provides an improved UI and is the app we are focusing on going forward. This mobile app will replace the Remedyforce Self Service Mobile app over the next few releases.

Please refer to the list and table below which compares MyIT to these additional and native Remedyforce self-service options.

Note: The Remedyforce portal and mobile apps are included in the Remedyforce Base offering. In many cases, an organization’s self-service needs are met with the native Remedyforce self-service capabilities. Remedyforce also provides a Salesforce1 mobile app for agents. This was not included in the comparison below because MyIT targets end users, not agents.

Self-Service is a critical capability within Service Management. Remedyforce continues to enhance and expand the self-service capabilities. Because Remedyforce has a balance of BMC and Salesforce.com customers using MyIT and/or the native self-service console and mobile application, investments in both MyIT and Remedyforce will continue. The Remedyforce and MyIT teams continue to work together to evaluate, address the differences and introduce enhancements.

Yes. The latest versions as of today (October 25, 2015) are BMC Remedyforce 20.15.02 with BMC MyIT 2.6. Please refer to the latest supportability details on the BMC Remedyforce Supportability page.

When using BMC MyIT with Remedyforce following are the key use-cases supported with this patch:

• Remedyforce Service Request catalog seamlessly rendered in MyIT
  • Frequently occurring issues reported as problem requests through “I need something fixed” section of BMC MyIT
  • Common service requests requested through “I need something else” section of BMC MyIT
• Service Requests submitted from MyIT logged in Remedyforce
• Remedyforce knowledge articles searchable and accessible in MyIT
• User appointments with IT staff booked through MyIT logged as incidents in Remedyforce

BMC MyIT integrates with BMC Remedyforce to provide a unified, dedicated, and secure experience with an organization in Remedyforce mapped to an OnDemand tenant in MyIT.

All Remedyforce client users having Salesforce platform license can login to MyIT using the same credentials as they would in Remedyforce Self Service. User management for Remedyforce users such as clients, staff and Remedyforce admin can be continued to be done from within Remedyforce. They can use Remedyforce features based on their role and privileges. There are no changes to Salesforce user types or licenses. Similarly MyIT administrators need to be created and managed directly in MyIT for MyIT specific configuration and management.

Data created within a specific organization or tenant can only be accessed by users residing in that organization or tenant. This includes Remedyforce specific data such as service requests, knowledge articles, incidents, user data, etc., as well as MyIT related data such as calendars, appointments, quick picks, etc. MyIT integrates with Remedyforce (Salesforce) as a connected App to maintain confidentiality of information and access security. This provides a completely seamless and unified self-service experience to the user using MyIT to interact with the service desk.

• BMC Remedyforce 20.14.01.044.042 (Winter 14 Patch 3) and higher
• BMC MyIT 2.0.01 (Service Pack 1) and higher
• BMC MyIT app version 2.0.01 (on iOS 7 and later) and higher 

No.

Currently MyIT with Remedyforce is available via the OnDemand Data Center in North America. Additional Data Centers will be considered based upon demand.

BMC Remedyforce Production and sandbox organizations are supported to work with BMC MyIT.

No. Remedyforce patches (and subsequent updates) can be applied to a sandbox organization as usual where you can use your sandbox environments to validate there are no failures, etc. and then roll the patch or update to production.

Yes. Clients have multiple ways to access self-service with BMC Remedyforce:

• Self Service in a browser
• Self Service mobile application
• BMC MyIT

With a selection of self service options available, you can choose any of these methods to access self-service based on your needs and preference. It is not an “either/or” decision.

Yes. SRDs in Remedyforce need to be enabled for mobile in self-service to use with MyIT. For detailed procedures on using MyIT with Remedyforce, please refer to the BMC Remedyforce Help. 

To some extend service requests with conditional questions can be used in MyIT. For SRD’s with conditional questions to be successfully accessed using MyIT, use only one condition with the operator value as “=”. Any additional conditions or other operators will not be evaluated and their usage is currently not supported.

Knowledge articles from Remedyforce are supported and can be used with MyIT.

No. However, administrators can manage the access to the MyIT app in the following ways:

1. Specify whether users can self-authorize themselves (default) or admin controls who can connect
2. Enforce IP Restriction (from which IP range users can connect)
3. Set Refresh Token policy

Yes. MyIT integrated with Remedyforce as a connected app and does not require any change to existing SSO or delegated authentication that may be set up.

Yes. SSO configured via OneLogin, Okta or any other partner or native configuration would still work. Users with Salesforce platform licenses can access it the same way.

Yes. MyIT will work in this environment for clients to report issues or submit requests. This release does not support submitting requests “on behalf of” clients; these will need to be done by the clients directly.

Yes. For incidents created through MyIT, the source is set as Self Service.

If you are using MyIT with Remedyforce, current mechanisms to contact Remedyforce support (via self-service, email or phone) can be used for this as well. Do ensure to include adequate details on the query or issue so that the case can be effectively diagnosed and addressed in the relevant areas (for example, Remedyforce, MyIT).

The standard steps required for configuring MyIT with Remedyforce are included in the product documentation. Please refer to the BMC Remedyforce Administrator’s Guide on using BMC MyIT with BMC Remedyforce. For additional help with configuring or customization of your MyIT environment, contact BMC Global Services team.