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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

Release notes and notices
updated 21 Feb

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


To stay informed of changes to this list, click the  icon on the top of this page.




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


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


Ready-made PDFs are available on the PDFs and videos page. You can also create a custom PDF.

 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.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


Getting started


Key concepts >



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



Information about installing the product.



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



Issues resolution, error messages, and contacting support.



Interface descriptions, using the product.



Interface descriptions, using the product.



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.


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: January 31, 2020

Update summary: 

    • Updated dates for BMC Helix Remedyforce Winter 20 (20.20.01) sandbox and production self and automatic upgrade.
    • Added dates for BMC Helix Remedyforce Discovery 12.9 Patch 2 sandbox and production 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

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

  • 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 Winter '20 - Sandbox and Production Self and Automatic Upgrade

Feb 3 - Feb 27Feb 28Feb 29 - March 26March 27
BMC Helix Remedyforce Winter '20 Sandbox Self Upgrade Window
BMC Helix Remedyforce Winter '20 Sandbox Automatic Upgrade

BMC Helix Remedyforce Winter '20 Production Self Upgrade Window

BMC Helix Remedyforce Winter '20 Production Automatic Upgrade

BMC Helix Remedyforce Discovery (12.9 Patch 2) - Sandbox and Production Automatic Upgrade

Jan 31Feb 7
BMC Helix Remedyforce Discovery (12.9 Patch 2) Pre Production Automatic Upgrade
BMC Helix Remedyforce Discovery (12.9 Patch 2) Production Automatic Upgrade


BMC Remedyforce videos
To view the BMC Remedyforce videos playlist, click here .
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