BMC Helix Remedyforce 20.22.01 sandbox testing guidelines

The BMC Helix Remedyforce 20.22.01 (Winter 22) release contains enhancements and defect fixes to improve the product quality. We recommend that if you choose to self-upgrade, then you must first upgrade and test 20.22.01 in your sandbox organization before pushing this version to your production organization.

This topic provides recommended validations related to the enhancements and defect fixes that are addressed in the BMC Helix Remedyforce 20.22.01 release. Since these guidelines do not cover all customizations or configurations that are specific to your organization, we recommend that you use this topic 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 that are mentioned in this topic. You must also execute your test cases to make sure that all the use cases important to your business continue to work as expected. For more information about the enhancements in this release, see 20.22.01 enhancements.

The following table explains the recommended validations.

Product Area / Feature	Sub Feature	Recommended Validation	Documentation Link
Self Service 3.0 Lightning Web Components - Service Catalog Self Service on Salesforce Mobile App	View relevant configuration items and assets on a service request form	The existing service request definitions must be intact and display data for an out-of-the-box or a custom lookup as per the defined criteria. You should be able to successfully submit, edit, and copy service requests. For the Base Element and other objects, the lookup filters work according to the defined criteria. The following filters for a Base Element lookup must work as expected: Client Client's Account All	20.22.01 enhancements Manage service request definitions
Self Service 3.0 Experience Cloud Sites Self Service on Salesforce Mobile App Remedyforce Console	Set a default value for service request inputs	The existing service request definitions must be intact. You should be able to successfully submit, edit, and copy existing service requests. The following response types of request inputs in existing service request definitions work as expected: Date Date/Time Number Text Area Text Field When you set a dynamic or a static default value for the above response types, their value is correctly rendered in the following applications: Self Service 3.0 Experience Cloud Sites Self Service on Salesforce Mobile App Remedyforce Console Verify that you are able to successfully submit, edit, and copy service requests after configuring a default value for the above response types.	20.22.01 enhancements Manage service request definitions
Remedyforce Console	Enhance a list view in Remedyforce Console	Whenever you sort, search or filter records in Remedyofrce Console list views, all records in your organization are considered and the results are displayed as per the defined conditions. BMC Helix Remedyforce previously had a limit of ten thousand records per list view. However, if you enable the new list view optimization feature, the search, sort, and filter results count may vary as it will consider all records present in an organization.	20.22.01 enhancements Customizing the Remedyforce Console tab Troubleshooting issues related to Remedyforce Console
Remedyforce Console	Use a customized subject line for emails	The existing email conversation feature works as expected. A subject line configured by an administrator is correctly displayed when you send emails from the following sources: Activity Feed > Send Email Actions > Email SmartView	20.22.01 enhancements Settings for email conversation
Remedyforce Console	Email conversations	Pasting content from an Excel sheet or OneNote into Activity Feed > Email works as expected.	Known and corrected issues
Remedyforce Console	Link Incidents to Broadcast	Open and closed incidents can be linked to broadcasts.	Known and corrected issues