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This documentation supports the 20.20.02 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.


BMC

BMC Helix Remedyforce 20.20.02

All versions
 
Release notes and notices
updated 30 Aug

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

Related topics

Known and corrected issues

Supported browsers, mobile devices, and integrations

Supported languages and locales

Support information

Date

Title

Summary
November 09, 202020.20.02.79.81: Patch 3 for version 20.20.02

The following update has been made in Patch 3 of BMC Helix Remedyforce 20.20.02.

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 20.20.02 Patch 3 sandbox testing guidelines

August, 2020

20.20.02 enhancements

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

  • Remedyforce Administration

    • Grant record access to an approver

    • Track the total time spent by each queue

    • Configure a lightning web component to submit tickets from Salesforce Communities

    • Configure a lightning web component to view tickets from Salesforce Communities

  • Remedyforce CMDB

    • Clone CIs and assets

    • Enhanced user interface for the CMDB Explorer

    • Link CIs and assets with change requests from the CMDB Explorer

    • Link CIs and assets with change requests from the CMDB Explorer

  • Service Request Definition
    • Enhanced user interface for configuring service request definition
  • Self Service

    • Browse through categories with a new navigation experience for requesting a service

    • Increased window size for self help articles and submit ticket form

  • Remedyforce Console

    • Sort multiple columns and save the sorting settings in Remedyforce Console list view

    • Save the applied filters in Remedyforce Console list view

    • Configure service outages in Remedyforce Console

    • View actionable items list and plan your work

  • Others

    • Adding images to records from clipboard or through drag and drop

    • Attach and view files through the Salesforce Mobile App

    • Enhanced user interface for the Discovery Setup & Configuration tab

    • Enhanced security

Note:

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.20.02 sandbox testing guidelines


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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
20.23.01 (Winter 23)

Enabling new features in 20.23.01

20.23.01 profile-level permissions

20.22.02 (Summer 22)

Enabling new features in 20.22.02

20.22.02 profile-level permissions

20.22.01 (Winter 22)

Enabling new features in 20.22.01

20.22.01 profile-level permissions

20.21.02 (Summer 21)

Enabling new features in 20.21.02

20.21.02 profile-level permissions

20.21.01 (Winter 21)Enabling new features in 20.21.0120.21.01 profile-level permissions
20.20.02 (Summer 20)Enabling new features in 20.20.0220.20.02 profile-level permissions
20.20.01 (Winter 20)Enabling new features in 20.20.0120.20.01 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: March 29, 2023

Update summary: 

Added details about the Winter 23 revised build that is to be released on March 31, 2023.

Product documentation

To access documentation for the Winter 23 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 Winter 23 Sandbox and Production Self and Automatic Upgrade

Feb 22 - Mar 16Mar 17Apr 3Mar 18 - Apr 13Apr 14
BMC Helix Remedyforce Winter 23 Sandbox Self Upgrade WindowBMC Helix Remedyforce Winter 23 Sandbox Automatic UpgradeBMC Helix Remedyforce Winter 23 (revised version) Sandbox Automatic Upgrade1

BMC Helix Remedyforce Winter 23 Production Self Upgrade Window2
BMC Helix Remedyforce Winter 23 Production Automatic Upgrade3


We are updating the Winter 23 build to fix a few issues. The revised build will be available on March 31, 2023.

 1 All sandbox organizations that are using the Winter 23 build will be updated to the revised build during the sandbox automatic upgrade.

 2 If your production organization is already using the Winter 23 build, you can wait until the production automatic upgrade or manually update it after the revised version is available.

 3 All product organizations that are using the Summer 22 Patch 1 or Winter 23 build will be upgraded to the revised build during the production automatic upgrade.

Note:

  • All dates and times listed are Eastern time (New York, USA).
  • We recommend that you do not refresh your sandbox organization during the upgrade window as it excludes your organization from the future upgrades.


 
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Last modified by Sirisha Dabiru on Aug 30, 2022
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