BMC Helix Remedyforce 20.21.01 Patch 2 sandbox testing guidelines

The BMC Helix Remedyforce 20.21.01 (Winter 21) Patch 2 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 2 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 2 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 2 release notes.

The following table explains the recommended validations.

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Product Area / Feature	Sub Feature	Recommended Validation
Remedyforce Administration	Request Definitions	When you add lookup filter criteria for lookup type of fields on the Fulfillment tab of a request definition, make sure correct records are displayed.
Remedyforce Administration	Request Definitions	Make sure a tooltip is displayed when you hover over the following on the Entitlement tab of a request definition: Available Accounts and Selected Accounts Available Profiles and Selected Profiles Available Permission Sets and Selected Permission Sets
Remedyforce Administration	Dynamic Field Rendering for Incidents and Service Requests	While creating a custom layout for a profile on Remedyforce Administration > Application Settings > Consoles, make sure you can define dynamic field rendering conditions.
Remedyforce Console	Service Request, Change Request	Make sure change requests linked to a record are automatically created when the following conditions are met: The Automatically submit for approval check box is selected on the Fulfillment tab of a request definition. An approver approves multiple records simultaneously.
Remedyforce Console	Dynamic Field Rendering for Incidents and Service Requests	For formula fields in Remedyforce Console forms, make sure the dynamic field rendering feature works as expected.
Remedyforce Console	Incident Management	If records are updated through the following, make sure the value of Total Work Time (minutes) gets calculated: Remedyforce Console Mass Update Data loader Any other customizations
Remedyforce Console	Activity Feed - Email Conversation	When you click Reply All from Activity Feed, make sure all recipients are displayed in the To field.
Remedyforce Console	Service Level Agreements	Make sure the following occurs: If a service level agreement is attached to a record during business hours, the target end date is calculated as expected with the correct seconds added to it. When the following conditions are met, the target end date is recalculated correctly: A holiday is added or removed at run time. The RecalculateTargetEndDateWithNewBH custom setting is created and its value is set to true. Warnings for service level agreements work as expected.
Reports	Email	Make sure you can receive the incident time tracking report via email.
Self Service 3.0 Service Desk on Salesforce Mobile App Self Service on Salesforce Mobile App	Tickets and service requests	When standard and custom fields are added to fieldsets, make sure you can successfully submit tickets and service requests in the following: Self Service 3.0 Service Desk on Salesforce Mobile App Self Service on Salesforce Mobile App
Self Service on Salesforce Mobile App	Service requests	For service request definitions, make sure categories are displayed only when the Display in Self Service check box is selected.
Experience Cloud Sites	View Requests Lighting Web Component	In Experience Cloud Sites, make sure clients can see Others' Requests under View Requests even if the value of the following custom setting is false: `propShowOthersIncident_in_SelfService`
Experience Cloud Sites	View Requests Lighting Web Component	Make sure attachments and files uploaded for service requests by staff users are visible in Experience Cloud Sites.
Experience Cloud Sites	Service Catalog Lighting Web Component	Make sure you can submit service requests in Experience Cloud Sites even if the following conditions are true: The locale of your organization is set to Hebrew. Date or Date, Date/Time type of input field is present in the corresponding service request definition.
Experience Cloud Sites	Service Catalog, Submit Ticket Lightning Web Components	In Experience Cloud Sites, make sure you can submit tickets and service requests on behalf of other users.
Experience Cloud Sites	Service Catalog Submit Ticket Lightning Web Components	In Experience Cloud Sites, make sure you can expand the category tree on ticket and service request forms and select the desired category.
Integrations	Remedyforce Discovery	When you click Refresh on the Discovery Setup and Configuration page, make sure the execution status for the scanner list is refreshed and the tooltip is displayed.