This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

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

Enabling new features in 20.21.02

The following table lists the features introduced in a release. Some features might be already be enabled in a fresh install or after upgrade and ready to use immediately, but some features might require configuration before they can be used. The following table provides more details for each feature.



(Feature is turned on)

Configuration required

(Extra configurations might be required to use this feature)


Fresh installUpgradeFresh installUpgrade

Allow clients to submit tickets based on templates


Allow clients to copy, close, and reopen service requests and tickets

Allow clients to save service requests as draftsNoNoYesYes
Allow clients to submit or delete drafts of service requestsNoNoYesYes
Allow clients to view tasks linked to tickets and service requestsNoNoYesYes
Allow clients to use lookup filters on ticket and service request formsNoNoYesYes
Allow clients to search records and submit requests from the search pageNoNoYesYes
Allow clients to view broadcastsNoNoYesYes
Allow clients to view knowledge articles and their detailsNoNoYesYes
Remedyforce Marketplace no more existsNoNoNoYes

To enable the features that were introduced in older releases, see  Enabling new features Open link

Related topic

20.21.02 enhancements

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