BMC Helix Remedyforce 20.20.02 sandbox testing guidelines

The BMC Helix Remedyforce 20.20.02 (Summer 20) release contains enhancements and defect fixes to improve the product quality. We recommend that if you choose to self-upgrade, then you must first upgrade and test 20.20.02 in your sandbox organization before pushing this version to your production organization.

This topic provides recommended validations related to the enhancements and defect fixes that are addressed in the BMC Helix Remedyforce 20.20.02 release. Since these guidelines do not cover all customizations or configurations that are specific to your organization, we recommend that you use this topic as a reference for understanding the possible product areas, which are updated. As partners and customers, do not limit your validations to the testing guidelines that are mentioned in this topic. You must also execute your test cases to make sure that all the use cases important to your business continue to work as expected. For more information about the enhancements in this release, see 20.20.02 enhancements.

The following table explains the recommended validations.

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Product area or feature	Sub feature	Recommended validations	Documentation
Remedyforce Console	Queues	Verify that you are able to perform the following tasks in Remedyforce Console: Search queues in the Queue and Owner ID fields. Sort queues. Note: You must validate this feature for Summer 20 Patch 2 only.	Overview of the Remedyforce Console tab
	Actionable items list in the form of metric cards	To view the actionable items list in the form of metric cards and to plan your work in the new My Work Day section, verify that your existing functionality works as expected, which must include the following: Customized list views of all modules Searching List view column customization Multi list view Pinning Column Filtering Sorting	See the following section in 20.20.02 enhancements: View actionable items list and plan your work
	Copy and paste images to the Rich Text Format (RTF) fields	To copy and paste images to the Rich Text Format (RTF) fields in tickets and service requests, verify that the existing enhancement of inserting images using the Rich Text field toolbar to the custom Rich text fields on forms works as expected.	See the following section in 20.20.02 enhancements: Adding images to records from clipboard or through drag and drop
	View the images that are added to an email conversation	To view the images that are added to an email conversation, verify that the embedded images in an email conversation get added and displayed correctly in the custom Rich text field, when mapped with the email body from: Actions > Email Activity feed > Email Incident creation through an email Verify that the email service creation for contacts, where the domain name has a hyphen on the Salesforce encryption-enabled organization, is enabled from Remedyforce Administration > Manage Users > User Settings > Contacts.	See the following section in 20.20.02 enhancements: Adding images to records from clipboard or through drag and drop
	Create incidents by using email	Verify that you can create an incident by using the email, with and without attachments, from the following settings: Remedyforce Administration > Configure Email > Email Conversation settings > Email Signature Filter Rules > Do not save attachments with the following names Remedyforce Administration > Configure Email > Email Conversation settings > Email Signature Filter Rules > Do not save attachments with extensions as JPEG, JPG, GIF, PNG and size less than [] KB
	Incident Management	For Incident Management, verify that: The services, service offerings, CIs, and assets get linked to incidents as expected. The incident gets created, updated, and cloned as expected. The note gets added to the incidents.
	Create and edit service requests	For service requests, verify that: The service request gets created and edited, as expected. By applying the Request Definition, the incident gets converted to a service request, as expected.
	Apply Service Level Targets	Verify that the Service Level Targets get applied and the Elapsed Time, Target End date, and Time Remaining fields display values as expected with respect to your business days and holidays settings. Also, make sure that you validate the use case where holidays fall between the running Service Level Targets.
	Urgency Assignment Order setting	Verify that you can create and update the records of all modules as per the Urgency Assignment Order setting (Remedyforce Administration > Application Setting > Urgency Assignment Order).	Configuring urgency assignment order
	Create service outage	Verify that the administrators and profile users have access to create a service outage, as expected: Administrators Remedyforce Administration > Service Outage Remedyforce Console > Views > Service Outage Remedyforce Workspaces > Service Outage Other profile users Remedyforce Console > Views > Service Outage Remedyforce Workspaces > Service Outage	See the following section in 20.20.02 enhancements: Configure service outages in Remedyforce Console
Remedyforce Knowledge Management	Create and edit Remedyforce knowledge articles	Verify that you can create and edit knowledge articles by selecting the correct categories.
Remedyforce Administration	Configure Service Request Definitions	To view the enhanced user interface for configuring Service Request Definition, verify that the existing Service Request Definitions work as expected, including the create and update options. Also, verify that you can create service requests by using the existing and newly created Service Request Definitions from the Remedyforce Console, Self Service, and the Mobile application, and also include the following features: Conditional rendering of input questions Fulfillment process Field mapping Entitlement	See the following section in 20.20.02 enhancements: Enhanced user interface for configuring service request definition
	Create and update lookup filters	Verify that you can create and update the lookup filters by using the following settings, as expected: Remedyforce Administration > Configure Applications > Request Definition Applications Settings > Console Lookup Filter Configure CMDB 2.0 > CMDB Lookup Filter
	Update the Chatter Listeners setting	Verify that you can create or edit the Chatter Listeners setting (Remedyforce Administration > Application Settings > Chatter Listeners) as expected.
Salesforce Community	Submit tickets	Verify that you can successfully submit the ticket from Salesforce Communities by using the Lightning Web Component called Submit Ticket.
Salesforce Community	View tickets	Verify that the submitted ticket is displayed by using the Lightning Web Component.
Self Service 3.0	View self help articles	Since the window size for self help articles is increased, verify that the contents of the self help articles get displayed correctly with the correct width and the functionality works as expected.	See the following section in 20.20.02 enhancements: Increased window size for self help articles and submit ticket form
	Request a service	When you browse through categories by using the new navigation experience for requesting a service, verify that the service requests get displayed as expected under the correct categories, along with the existing functionality.
	Branding	Verify that the company logo is displayed correctly in Self Service 3.0, as per the theme that you have set (Remedyforce Administration > Configure Self Service > Branding > Login Page: Company Logo).
Remedyforce CMDB	Link CIs and assets to change requests from the CMDB Explorer	Since the CMDB Explorer has an enhanced user interface, verify that your existing functionalities related to the CMDB Explorer are working as expected, which include the following: CMDB list view Instance editor Remedyforce Console form > CI/Asset Slider Remedyforce Console form > Agent Tools You can link CIs and assets to change requests from the CMDB Explorer. For this, verify that multiple CIs or assets can be selected and linked to the existing or new change requests from the CMDB Explorer.	See the following section in 20.20.02 enhancements: Link CIs and assets with change requests from the CMDB Explorer
	Clone CIs and assets	Verify that you can clone the CIs and assets and that they work as expected along with existing functionality.	See the following section in 20.20.02 enhancements: Clone CIs and assets
	Screen resolution	Verify that the Remedyforce CMDB List View, Instance Editor, Relationship page, and Detail page works as expected with the supported and higher resolutions.
Integrations	Scanner configurations for Helix ITSM Agentless Discovery	Since the Admin UI has been modernized for the scanner configurations of Helix ITSM Agentless Discovery, verify that your existing configurations work as expected, along with the new configurations and integrations.	See the following section in 20.20.02 enhancements: Enhanced user interface for the Discovery Setup & Configuration tab
Integrations	BCM integration	Verify that the BCM integration with Remedyforce works as expected. For example, create the CIs and assets and link them to incidents.
Others	Approve or reject incidents and tasks	Since you can approve or reject the incidents and tasks even though, as an approver, you do not have access to the related record, verify that you can approve or reject records.	See the following section in 20.20.02 enhancements: Grant record access to an approver
	Queue reporting	Since you can track the total work time and the wait time spent by each queue (owner) on an incident or service request having multiple queues, verify that the time spent in a queue for incident and service request records gets tracked as expected and that you can generate a report. Also, verify that the existing incident time tracking feature works as expected.	See the following section in 20.20.02 enhancements: Track the total time spent by each queue
	Salesforce Mobile - Analyst app	Since, on the Salesforce Mobile App, staff users can attach and view files for incident and task records, verify that you can add and view attachments in the form of Salesforce files and that the following existing functionalities work as expected: Create and update tickets and tasks. The created and updated tickets and tasks get displayed on the Remedyforce Console.	See the following section in 20.20.02 enhancements: Attach and view files through the Service Desk on Salesforce Mobile App
	Utility Service updates	Verify that the following features work as expected: Auto assignment Subscription (Service Health settings) Service Target Report Data Integrity Report Reconciliation logs Sharing records with approvers
	Security updates for Staff and Change Manager personas	Since the Staff and Change Manager persona's access is modified to prevent unauthorized access to the Remedyforce Administration modules, if your Staff or Change Manager personas were referring to or had an exposure to the Administration module, verify that the functionality is not impacted. If the functionality is impacted, you must assign appropriate permissions.
	Salesforce critical update—Enable improved caching of Org Schema (previously released update)	If you find any permissions or access related issues, even for Admin persona, deactivate the Enable Improved Caching of Org Schema critical update to resolve the issue. To report such instances, contact BMC Support for a further discussion with Salesforce.