Note

 

This documentation supports the 20.20.01 version of BMC Helix Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.02


Release notes and notices
updated 23 Jul

Consult the following table for a list of notices and information about updates to BMC Helix Remedyforce. 

To view information about the self and auto upgrade push dates for the latest release, see  Release schedules

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Date

Title

Summary
May 17, 202020.20.01.114.131: Patch 3 for version 20.20.01

The following update has been made in Patch 3 of BMC Helix Remedyforce 20.20.01.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.20.01 Patch 3 sandbox testing guidelines

May 6, 2020Guest user security changesThe Guest User Security changes will be auto-enabled in the Salesforce Summer '20 release with opt-out and disable options available.
April 24, 202020.20.01.114.60: Patch 2 for version 20.20.01

The following update has been made in Patch 2 of BMC Helix Remedyforce 20.20.01.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.20.01 Patch 2 sandbox testing guidelines.

March 19, 202020.20.01.114.09: Patch 1 for version 20.20.01

The following update has been made in Patch 1 of BMC Helix Remedyforce 20.20.01.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.20.01 Patch 1 sandbox testing guidelines.

February 07, 2020

20.20.01 enhancements

The following features are available in this initial release of BMC Helix Remedyforce:

  • Remedyforce Administration
    • Remedyforce Benchmarking is generally available
    • Import configuration sets to a production organization from its sandbox - BETA
    • Import the parent of a mapped service through SmartSync
  • CMDB
    • Primary Client field mapping during Remedyforce Discovery imports
    • CMDB Remote Control actions by using BMC Client Management web console
  • Service Request Definition
    • Hyperlinks in service request inputs
    • Rich text instructions in service request definitions
  • Self Service
    • VPAT and WCAG accessibility for Self Service 3.0
    • Relative ordering of request inputs in a two column layout 
    • Salesforce knowledge articles in Self Service 3.0
    • Self Service log on with site credentials
  • Remedyforce Console
    • Auto assignment of staff when you create or update a record
    • Enhancements for mass update of multiple tasks 
    • Activity Feed summarization in Remedyforce Console (BETA)
  • Others
    • Icons are displayed even when tracking protection is enabled in the Firefox browser 
    • Pentaho package enhancements and fixes
    • Sorting facility for Suggestion pages 
    • Microsoft Teams support in the BMC Helix Remedyforce chatbot
    • BMC Native classification support for Auto Categorization
    • Resume Utility Service
    • Disable Data Integrity Report

Note:

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.20.01 sandbox testing guidelines


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 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

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  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
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    For example, selecting This page and its children from the home page exports the entire space to PDF.


 




Getting started

 

Key concepts >

Planning

 

User permissions, supported browsers, mobile devices, integrations, and localized versions.

Installing

 

Information about installing the product.

Upgrading

 

Self-upgrade and automatic upgrade, post-upgrade procedures, and enabling new features.

Troubleshooting

 

Issues resolution, error messages, and contacting support.

Using

 

Interface descriptions, using the product.

Administering

 

Interface descriptions, using the product.

Integrating

 

Integrations with other products.

Post-upgrade procedures repository

This section is a repository of the post-upgrade procedures that you must perform after your organization is upgraded to the latest version of BMC Remedyforce. You must perform these procedures after each upgrade and for both self-upgrade and automatic upgrade.

If you are using BMC Remedyforce permission sets to manage permissions for your users, you only have to enable new features. However, if you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you might also have to manually configure the updated profile-level permissions in a release. For information about configuring profile-level permissions and the conditions in which you must manually configure these permissions, see Configuring profile-level permissions for new features.

If you are upgrading from a few releases prior to the latest release, you must enable new features and configure the updated profile-level permissions in each interim release. BMC recommends that you first enable new features and update profile-level permissions in the release that immediately follows your current release. You can then enable features in each subsequent release until the latest release. For example, if you are upgrading from version 20.14.01 to 20.15.01 (Winter 15), you must first enable new features and update profile-level permissions in version 20.14.02, and then enable the new features and update profile-level permissions in version 20.15.01.

To confirm whether you have performed the post-upgrade procedures for previous releases, you can review the following table and verify the set of procedures for each release to which you have previously upgraded. The table links to topics that list the updated profile-level permissions and provides information about enabling new features in each release of BMC Remedyforce.

ReleaseEnabling new featuresUpdated profile-level permissions
20.19.02 (Summer 19)Enabling new features in 20.19.0220.19.02 profile-level permissions
20.19.01 (Winter 19)Enabling new features in 20.19.0120.19.01 profile-level permissions
20.18.02 (Summer 18)Enabling new features in 20.18.0220.18.02 profile-level permissions
20.18.01 (Winter 18)Enabling new features in 20.18.0120.18.01 profile-level permissions
20.17.02 (Summer 17)Enabling new features in 20.17.0220.17.02 profile-level permissions
20.17.01 (Winter 17)Enabling new features in 20.17.0120.17.01 profile-level permissions
20.16.01 (Summer 16)Enabling new features in 20.16.0120.16.01 profile-level permissions
20.15.03 (Summer 15)Enabling new features in 20.15.0320.15.03 profile-level permissions
20.15.02 (Spring 15)Enabling new features in 20.15.0220.15.02 profile-level permissions
20.15.01 (Winter 15)Enabling new features in 20.15.0120.15.01 profile-level permissions
20.14.02Enabling new features in 20.14.0220.14.02 profile-level permissions
20.14.01Enabling new features in 20.14.0120.14.01 profile-level permissions
20.13.02Enabling new features in 20.13.0220.13.02 profile-level permissions
20.13.01Enabling new features in 20.13.0120.13.01 profile-level permissions

Note

After the automatic upgrade to the latest version, Salesforce sets the Running User of the BMC Remedyforce dashboards to BMC Remedyforce. Because of this issue, an error message is displayed when users access these dashboards. To enable users to view the dashboards, you must configure the appropriate user as the Running User after the automatic upgrade. For more information, see Configuring the Running User of dashboards in BMC Remedyforce.




Release schedules

This topic provides the upgrade schedules for the listed BMC Helix Remedyforce release version and its patches.

Last updated:  July 29, 2020

Update summary: Added dates for BMC Helix Remedyforce Summer 20 sandbox and production self and automatic upgrade.   

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Product documentation

To access documentation for the Winter 20 release of BMC Helix Remedyforce, click the following links:

Documentation Home | Release notes and notices | Upgrading | Upgrade FAQs

BMC Helix Remedyforce Hybrid Upgrade/Patch Schedule


  • Remedyforce customers should refer to the Salesforce Trust website for any scheduled platform maintenance dates that may conflict with a Self Upgrade plan.
  • Remedyforce Self Upgrading will upgrade and patch your ORG to the latest version available on the date that you Self Upgrade. If a patch is released after your Self Upgrade date, your ORG will be patched to the latest version on the Automatic Patch dates unless you again Self Upgrade to the latest patch release.
  • Remedyforce Automatic Upgrade dates only apply to ORGs running the latest major patched version of Remedyforce.

BMC Helix Remedyforce Summer '20 Sandbox and Production Self and Automatic Upgrade

Aug 7 - Aug 27Aug 28Aug 29 - Sept 24Sept 25
BMC Helix Remedyforce Summer '20 Sandbox Self Upgrade Window BMC Helix Remedyforce Summer '20 Sandbox Automatic Upgrade



BMC Helix Remedyforce Summer '20 Production Self Upgrade Window BMC Helix Remedyforce Summer '20 Production Automatic Upgrade

**All dates and times listed are Eastern time (New York, USA)




 

BMC Remedyforce videos
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