Note

   

This documentation supports the 20.22.02 version of BMC Helix Remedyforce.

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


Release notes and notices
updated 30 Aug


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

Tip

To stay informed of changes to this list, click the  icon on the top of this page.

Date

Title

Summary

July, 2022

20.22.02 enhancements and patches

The following features are available in this initial release of BMC Helix Remedyforce 20.22.02:

  • Remedyforce Administration
    • Use complex logic to configure suggested owners and queue auto assignment
  • Remedyforce Console
    • Skip out-of-office staff from the automated assignment of records
    • Visual indicator for out-of-office staff in typeahead

    • Use the Assign to me option to assign any record type to yourself
  • Remedyforce CMDB
    • Import valid LAN Endpoint records from BMC Client Management
  • Remedyforce Chat
    • Chat with multiple clients concurrently
    • Chat with staff users via digital experience sites

Note:

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.22.02 sandbox testing guidelines.


Tip

Ready-made PDFs are available on the PDFs and videos page. You can also create a custom PDF.

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.


 

or register to view this page.




Getting started

 

Key concepts >

Planning

 

User permissions, supported browsers, mobile devices, integrations, and localized versions.

Installing

 

Information about installing the product.

Upgrading

 

Self-upgrade and automatic upgrade, post-upgrade procedures, and enabling new features.

Troubleshooting

 

Issues resolution, error messages, and contacting support.

Using

 

Interface descriptions, using the product.

Administering

 

Interface descriptions, using the product.

Integrating

 

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
20.22.02 (Summer 22)

Enabling new features in 20.22.02

20.22.02 profile-level permissions

20.22.01 (Winter 22)

Enabling new features in 20.22.01

20.22.01 profile-level permissions

20.21.02 (Summer 21)

Enabling new features in 20.21.02

20.21.02 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

Note

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: August 29, 2022

Update summary: 

  • Added the sandbox automatic upgrade dates for the revised version of BMC Helix Remedyforce Summer 22.

Product documentation

To access documentation for the Summer 22 release (Sandbox Preview and Early Access Programs) 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 Summer 22 Sandbox and Production Self and Automatic Upgrade

Jul 27 - Aug 18Aug 19August 30Aug 31 -  Sep 15Sep 16
BMC Helix Remedyforce Summer 22 Sandbox Self Upgrade Window BMC Helix Remedyforce Summer 22 Sandbox Automatic Upgrade

BMC Helix Remedyforce Summer 22 (Revised version) Sandbox Automatic Upgrade1



BMC Helix Remedyforce Summer 22 Production Self Upgrade Window2 BMC Helix Remedyforce Summer 22 Production Automatic Upgrade

The revised version of BMC Helix Remedyforce 20.22.02 (Summer 22) provides a fix for the issue mentioned in  DRSKW-110719

1 The revised version of BMC Helix Remedyforce 20.22.02 (Summer 22) will be applied to existing Summer 22 sandbox organizations. 

2 If you have already upgraded to Summer 22 production, you can manually apply the revised version. On September 16, the revised version of Summer 22 (202202.47) will automatically be applied to all organizations that are on new Winter 22 Patch 1 (202201.43.18 ) or later.  


Note:

  • 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 (21.02.03) Pre-Production and Production Automatic Upgrade

Mar 07Mar 08 - Mar 13Mar 14
BMC Helix Remedyforce Discovery (21.02.03) Pre-Production Automatic Upgrade


BMC Helix Remedyforce Discovery (21.02.03) 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 .
Was this page helpful? Yes No Submitting... Thank you

Comments