BMC Helix Remedyforce 20.23.01 sandbox testing guidelines

The BMC Helix Remedyforce 20.23.01 (Winter 23) 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 20.23.01 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 20.23.01 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 20.23.01 enhancements and patches.

The following table explains the recommended validations.

Product Area / Feature	Sub Feature	Recommended Validation	Documentation Link
Remedyforce Administration Remedyforce Console Service Desk on Salesforce Mobile App	Availability of the outbound email address for users of permission sets	After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Configure Email > Email Conversation Settings are intact and work as expected. Verify if you can assign an outbound email address to users of specific permission sets using the Email Conversation Settings page. An email address configured for all users, profiles, or permission sets must be accessible from the following pages: Remedyforce Console > Record form > Actions > Email Remedyforce Console > Record form > Activity Feed Remedyforce Console > Record form > SmartView Remedyforce Console > Record form > Details Service Desk on Salesforce Mobile App > Actions > Email	20.23.01 enhancements and patches Settings for email conversation
Remedyforce Administration Remedyforce Console	Queue assignment based on permission sets	After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Manage Users > Manage Queue Availability are intact and work as expected. Verify if you can assign a queue to users of specific permission sets on Remedyforce Administration > Manage Users > Manage Queue Availability. All use cases relevant to queues must work as expected. Verify if queues are accessible from the following pages or modules: Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment Queue lookup or typeahead in Remedyforce Console > Record form Remedyforce Console > Record form > SmartView Incident assignment to a queue Task and change request templates Queue auto assignment	20.23.01 enhancements and patches Managing queues availability and assignment
Remedyforce Administration Remedyforce Console Self Service 3.0 Service Desk on Salesforce Mobile App Digital experience sites	Availability of templates for users of permission sets	After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Configure Application > Templates are intact and work as expected. Verify if you can assign a template to users of specific permission sets on Remedyforce Administration > Configure Application > Templates. All use cases relevant to templates must work as expected. Verify if templates are accessible from the following pages or modules: Lookup field or typeahead under Remedyforce Console > Record form > Template Remedyforce Console > Record form > Agent Tools > Suggested Templates Remedyforce Console > Record form > SmartView Search feature or Common Service Requests in Self Service 3.0 Lightning web components A template lookup field in Service Desk on Salesforce Mobile App	20.23.01 enhancements and patches Managing templates
Remedyforce Administration	Remedyforce administrators to reset the Salesforce organization password of users	A Remedyforce administrator with the following permissions must be able to reset the Salesforce organization password of other users: Allow password reset in Remedyforce Remedyforce administrator After clicking the Reset password button on the Clients form, clients must receive an email notification. Clients should be able to reset their password by clicking the link in the email.	20.23.01 enhancements and patches Managing clients and staff members
Remedyforce Administration Remedyforce Console Remedyforce CMDB Self Service 3.0	Enhanced user interface for the color picker	The upgraded color picker must be available on the following pages: Remedyforce Administration > Application Settings > Consoles Remedyforce CMDB > Launch CMDB Explorer > Line Settings Remedyforce Administration > Configure Self Service > Branding > Create New Theme Existing color settings must be intact. If required, you should be able to update them using the upgraded color picker.	20.23.01 enhancements and patches Highlighting new and updated incidents and service requests in list views Configuring Self Service branding
Workflows Flows	Use flows to automate processes	Existing workflows must be intact and work as expected. Out-of-the-box flows are available from Setup > Flows. You should be able to activate or deactivate out-of-the-box flows. Verify if you can update or customize them as per your business needs.	20.23.01 enhancements and patches Configuring flows
Remedyforce Console	Service Outage	Verify if you can access and edit service outage list views from Remedyforce Console > Service Outages. You should be able to create new views for service outages by using the Create New View option.	20.23.01 enhancements and patches
Digital experience sites	Knowledge Article	Verify if you can access a knowledge article via digital experience sites. You should be able to print a knowledge article and submit feedback too.	Known and corrected issues
Digital experience sites	Service Request	In digital experience sites, when you update the Requested for field in a service request, verify if text fields that have default values get refreshed.	Known and corrected issues