This documentation supports the 20.21.01 version of BMC Helix Remedyforce.

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

BMC Helix Remedyforce 20.21.01 Patch 1 sandbox testing guidelines

The BMC Helix Remedyforce 20.21.01 (Winter 21) Patch 1 release contains a few defect fixes to improve the product quality. We recommend that if you choose to self-upgrade, then you must first upgrade and test 20.21.01 Patch 1 in your sandbox organization before pushing this version to your production organization.

This topic provides testing recommendations related to defect fixes that are addressed in the BMC Helix Remedyforce 20.21.01 Patch 1 release. Note that these guidelines do not cover all customizations or configurations that are specific to your organization. Hence, it is recommended that you use this document 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 mentioned in this topic. You must also execute your test cases to ensure all the use cases important to your business continue to work as expected.

For more information on the release details, refer to the BMC Helix Remedyforce 20.21.01 Patch 1 release notes.

The following table explains the recommended validations.

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Product area or featureSub featureRecommended validationsDocumentation
Self Service 3.0

Service Request

Ensure that service requests that have request input of Response Type lookup get submitted successfully.

TicketsEnsure that the field labels and values are fully visible, vertically top aligned, and no UI distortion is observed in the details section while viewing a submitted ticket or service request.
View my AssetsEnsure that the available configuration items and assets get displayed correctly when accessed through Self Service 3.0 > View My Assets.
Experience Cloud Sites Lightning Web Components Performance

Ensure the following for the Service Catalog Lightning Web Component: 

  • The component is accessible and displays relevant service requests that belong to the selected category.
  • Service requests can be submitted and viewed successfully without any performance delay.

Category and Template

Ensure the following in the Experience Builder:

  • While designing a Lightning Web Component (LWC), it should continue to show the available or existing number of categories.
  • However, when there are comparatively large number of category records such as more than 5000, the administrator can set the required value in the LWCDesignAttributeQueryLimit custom setting that will be honored while displaying and searching categories during the LWC configuration.

Configuring Lightning components on Experience Cloud Site pages

Managing custom settings

Remedyforce Console

Task, Change Request, Problem, ReleaseEnsure that the advance search of Configuration Item/Asset lookup shows correct search results as per the search criteria.
Custom List View

Ensure the following for shared list views:

  • Users can access shared list views without any error.
  • If a shared list view is deleted and later unshared by the administrator, then the other users should not be able to access or view it. Whereas, the other available list views should be accessible as expected.

Smart ViewEnsure that all the fields along with Template lookup field are accessible and editable through Smart View.
Remedyforce AdministrationChange Request TemplateEnsure that all the supported custom fields along with OOTB fields are available to map the field values. Also, the adding or mapping of these field values should work as expected when a change request gets created.
IntegrationsRemedyforce Discovery

Ensure the following:

  • The Add Target List input fields (Included members and Excluded members) accepts values up to 2000 characters. A validation message should be displayed if you try to save more than 2000 characters.
  • Once you save a user name, it should get saved on the Remedyforce Discovery page instead of displaying random characters.

See DRSKW-108415 in Known and corrected issues.

BMC Client Management Agentless Discovery

Ensure the following:

  • The SNMP protocol should accept, save, and display the provided values or blank values of attributes (except Community attribute which is mandatory) and work as expected.
  • The other protocols should also work as expected.

Configuration SetsRequest Definition

Ensure the following:

  • Service requests should get created or submitted as expected when request definitions are imported using Configuration Sets.
  • Request definitions should work correctly after configuring the entitlement.

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