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This documentation supports the 20.20.01 version of BMC Helix Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.02

BMC Helix Remedyforce 20.20.01 sandbox testing guidelines

BMC Helix Remedyforce 20.20.01 (Winter 20) 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 20.20.01 to your production organization.

This document provides testing recommendations related to defect fixes addressed in the BMC Helix Remedyforce 20.20.01 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 20.20.01 release notes.

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

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Product Area / FeatureSub FeatureRecommended ValidationDocumentation
Remedyforce Console

Forms

Activity Feed

Lookup input type in service request definition is mapped correctly in fulfillment template fields.


Roll-up Summary

Incident manifest feature along with roll-up summary.

Attachments

Attachment icon is properly displayed with all attachments on the Console list view.


Service Outage

Black-out period functionality in change request is working as per your configuration.


Queue and User Assignment

Auto staff assignment for incident or service request.

For more information, refer the following section in 20.20.01 enhancements:

  • Auto assignment of staff when you create or update a record
List view

Next level tasks are getting created when previous tasks are closed.

For more information, refer the following section in 20.20.01 enhancements:

  • Enhancements for mass update of multiple tasks 
Remedyforce AdministrationSmartSync

Importing of mapped service and its immediate parent through SmartSync.

For more information, refer the following section in 20.20.01 enhancements:

  • Import the parent of a mapped service through SmartSync
Categories

User is able to create or modify category hierarchy.


Incident Time Tracking Report

Based on the selected report parameters, incident time tracking report should work as expected.


Self Service 3.0Service Request and Tickets
  • Picklist field values are retained and working as expected.
  • Existing SRDs are working properly with user instructions and request inputs in one column or two column layouts.

For more information, refer the following section in 20.20.01 enhancements:

  • Relative ordering of request inputs in a two column layout
  • Rich text instructions in service request definitions
508 compliance / VPAT and WCAG accessibility

Existing custom configurations like tiles, form fields (ticket and service request), and configured theme should work as expected. 

For more information, refer the following section in 20.20.01 enhancements:

  • VPAT and WCAG accessibility for Self Service 3.0
Salesforce Knowledge articles

Self Service 3.0 Superbox and Home page should work as expected. 

For more information, refer the following section in 20.20.01 enhancements:

  • Salesforce knowledge articles in Self Service 3.0
Remedyforce CMDBClass Security using permission sets

Permissions and other related enhancements have been implemented in this release. Ensure that your existing functionalities are working as expected that include the following areas: 

  • Remedyforce CMDB tab
  • CMDB list view
  • Sorting in Multiple Instance Editor
  • Relationship tab
  • CMDB Explorer and Analyze Impact
  • Advanced Filter, CMDB list view column filter
  • CMDB Auditing
  • CI and Services linking/unlinking and searching from Remedyforce Console
  • CI and Services linking/unlinking and searching from Remedyforce Console - CI Slider

For more information, refer the following section in 20.20.01 enhancements:

  • CMDB class security using permission sets
IntegrationsRemedyforce Discovery
  • Import through Remedyforce Discovery is working as expected. Additionally, you can try out auto population of the newly added primary client feature.
  • Ensure that you are able to remote control devices discovered by Remedyforce Discovery and ensure that history is getting logged for the same. 

For more information, refer the following section in 20.20.01 enhancements:

  • Primary Client field mapping during Remedyforce Discovery imports
Pentaho package

Importing data through new packages should not corrupt the existing data in Remedyforce.

For more information, refer the following section in 20.20.01 enhancements:

  • Pentaho package enhancements and fixes
Cognitive Features

BMC Helix Remedyforce chatbot is working as expected.

For more information, refer the following section in 20.20.01 enhancements:

  • Microsoft Teams support in the BMC Helix Remedyforce chatbot
OthersGoogle Chrome (version 80) cookies

Before you upgrade to Google Chrome 80, ensure that you have referred the following community page:

Alert: Impact of Google Chrome 80 SameSite Secure Cookie Settings


Firefox Tracking Protection

Ensure that with Firefox tracking enabled all the custom images are loading properly in Self Service 3.0 (for example, image configured for categories or SRDs)

For more information, refer the following section in 20.20.01 enhancements:

  • Icons are displayed even when tracking protection is enabled in the Firefox browser 


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