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.

Release notes and notices
updated 23 Apr

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, 2021

20.21.01 enhancements

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

  • Remedyforce Administration

    • View insights into the information searched by clients in Self Service

    • Configure a lightning web component to submit a request from Salesforce Experience Cloud

    • Configure a lightning web component to view tickets and service requests from Salesforce Experience Cloud

  • Service Request Definition

    • Control the display of request definition fields in Remedyforce Console

  • Self Service

    • Enhanced user interface for Self Service 3.0

    • Optimize Superbox search results and smart suggestions for service requests

  • Remedyforce Console

    • Enable dynamic field rendering for Service Request and Incident forms in Remedyforce Console

  • Others
    • View Whatfix flows in Lightning experience


Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.21.01 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 you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


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.

ReleaseEnabling new featuresUpdated 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


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:   April 23, 2021

Update summary: 

  • You can preview the Patch 1 content for BMC Helix Remedyforce 20.21.01 by clicking here and use this information to plan your testing.
  • Updated the dates for BMC Helix Remedyforce Discovery (21.02) pre production and production automatic upgrade.  
  • Updated the dates for BMC Helix Remedyforce Winter 21 sandbox and production self and automatic upgrade.  


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Product documentation

To access documentation for the Winter 21 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 '21 Sandbox and Production Self and Automatic Upgrade

Feb 19 - Mar 11Mar 12Mar 13 - April 8April 9
BMC Helix Remedyforce Winter 21 Sandbox Self Upgrade Window BMC Helix Remedyforce Winter 21 Sandbox Automatic Upgrade

BMC Helix Remedyforce Winter 21 Production Self Upgrade Window BMC Helix Remedyforce Winter 21 Production Automatic Upgrade

**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.

BMC Helix Remedyforce Discovery (21.02) Pre Production and Production Automatic Upgrade

Mar 22April 19
BMC Helix Remedyforce Discovery (21.02) Sandbox Automatic Upgrade BMC Helix Remedyforce Discovery (21.02) Production Automatic Upgrade

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


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