Performing minimum post-upgrade procedures

This section describes the minimum post-upgrade procedures that you must perform after your organization is upgraded to the latest version of BMC Remedyforce. Performing these procedures ensures that your existing functionality is not affected. You must perform these procedures in case of both self-upgrade and automatic upgrade.

In addition, you must also grant your users appropriate permissions to the new and updated Visualforce pages, Apex classes, objects, and fields in BMC Remedyforce.

For information about resolving a few issues that you might face after upgrading to the latest version of BMC Remedyforce, see known issues and workarounds.

User permissions

The following table lists the options for updating user permissions to the latest version of BMC Remedyforce. Based on your requirements, select the appropriate option.

Option for updating user permissions	Details
After your organization is upgraded, assign out-of-the-box BMC Remedyforce permission sets to your users.	Assigning permission sets
Self upgrade your organization to the latest version. During the self upgrade process, you must configure the BMC Remedyforce access levels for profiles in your organization. Select this option if you do not want to assign out-of-the-box BMC Remedyforce permission sets to your users.	Self-upgrading by installing the managed package
After your organization is upgraded, manually configure the updated profile-level permissions. Select this option if you do not want to assign out-of-the-box BMC Remedyforce permission sets and you do not want to configure the BMC Remedyforce access levels for profiles in your organization during self upgrade.	Configuring profile-level permissions for new features

Overview of minimum post-upgrade procedures

The following table lists the minimum post-upgrade procedures that you must perform for each release. If you are upgrading from a few releases prior to the latest release, you must perform the procedures for each interim release. BMC recommends that you first perform the procedures for the release that immediately follows your current release. You can then perform the procedures in each subsequent release until the latest release.

Minimum post-upgrade procedures for BMC Remedyforce 20.17.02 (Summer 17)

If you are upgrading from version 20.17.01 or earlier, perform the following minimum post-upgrade procedures:

Minimum post-upgrade procedures for BMC Remedyforce 20.17.01 (Winter 17)

If you are upgrading from version 20.16.01 or earlier, perform the following minimum post-upgrade procedures:

• To enable Activity Feed or SmartView in Remedyforce Console

To enable Activity Feed or SmartView in Remedyforce Console

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

1. Navigate to Setup > Manage Users > Profiles.
2. Click the System Administrator profile.
3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
4. In the Visualforce Page Access section, click Edit.

5. From the Available Visualforce Pages list, select the BMCServiceDesk.DeepView Visualforce page.

6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

7. Click Save.
8. Repeat step 2 to step 7 for the following profiles:
   
   • ServiceDesk Staff
   • ServiceDesk Change Manager
   • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Minimum post-upgrade procedures for BMC Remedyforce 20.16.01 (Summer 16)

If you are upgrading from version 20.15.03 or earlier, perform the following minimum post-upgrade procedures:

• To enable the display of new fields on existing forms

• To enable the search filter in the Change Schedule

To enable the display of new fields on existing forms

After upgrading to the Summer 16 release, you must manually enable the display of new fields on some existing forms. By default, users can only view the field labels on the form. The following image shows an example of the Service Outage form on which you must enable the display of new fields.

The following table lists the forms on which you must enable the display of new fields after the upgrade:

To enable the display of new fields on existing forms

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

1. Navigate to Setup > Manage Users > Profiles.
2. Click the System Administrator profile.
3. On the Profile Overview page, in the Apps section, click Object Settings.
4. In the All Objects Settings section, click one of the following objects:
   • Actions
   • Categories
   • Service Outage
   • Suggested Owner Mappings
5. Click Edit.

6. In the Field Permissions section, enable permissions for the new fields in the object that you have selected:

   Object	Field	ServiceDesk Staff	ServiceDesk Change Manager	System Administrator
   Actions	Applies to Service Outage	Read	Edit	Edit
   Categories	Broadcasts	Edit	Edit	Edit
   	Change Requests	Edit	Edit	Edit
   	Problems	Edit	Edit	Edit
   	Releases	Edit	Edit	Edit
   	Tasks	Edit	Edit	Edit
   Service Outage	Display in Self Service	Edit	Edit	Edit
   	Outage Status	Edit	Edit	Edit
   	Root Cause	Edit	Edit	Edit
   Suggested Owner Mappings	Assigned Queue	Read	Read	Create, Read, Edit, Delete

7. Click Save.
8. For the selected object, repeat step 2 to step 7 for the following profiles:
   
   • ServiceDesk Staff
   • ServiceDesk Change Manager
   • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.
9. Repeat step 2 to step 8 for the other three objects.

To enable the search filter in the Change Schedule

After upgrading to the Summer 16 release, an error message is displayed when system administrators, change managers, or staff members click the Filter icon in the Change Schedule window.

To enable the search filter in the Change Schedule

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

1. Navigate to Setup > Manage Users > Profiles.
2. Click the System Administrator profile.
3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
4. In the Visualforce Page Access section, click Edit.

5. From the Available Visualforce Pages list, select the BMCServiceDesk.ChangeScheduleFilter  Visualforce page.

6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

7. Click Save.
8. Repeat step 2 to step 7 for the following profiles:
   
   • ServiceDesk Staff
   • ServiceDesk Change Manager
   • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Minimum post-upgrade procedures for BMC Remedyforce 20.15.02 (Spring 15)

No minimum post-upgrade procedures are required for BMC Remedyforce 20.15.02 (Spring 15). However, after upgrading to version 20.15.02 or later, Remedyforce Administrators might start receiving emails that list impacted records in your organization.

Remedyforce administrators are users for whom the Remedyforce Administrator check box is selected. Impacted records are active templates, Service Request Definitions (SRDs), suggested owners, and Service Level Agreements (SLAs) that reference deleted data in other objects. For example, you might have created a template that sets the assigned user to Emma User but since the template was defined, Emma User is no longer with your company.

In BMC Remedyforce 20.15.02, a new Remedyforce Configuration Data Integrity Tool has been added to help Remedyforce administrators identify records that reference deleted data in other objects. The tool uses the Remedyforce Utility Service to run a batch job daily at 12:00 A.M. Greenwich Mean Time (GMT) to identify these impacted records for you. If an impacted record is found, an email with the Remedyforce Configuration Data Integrity report is sent to Remedyforce administrators. For more information, see Verifying configuration data integrity.

Minimum post-upgrade procedures for BMC Remedyforce 20.15.01 (Winter 15)

If you are upgrading from version 20.14.02 or earlier, perform the following minimum post-upgrade procedures:

• To enable users to view the BMC Remedyforce Chat Dashboard

• To enable Remedyforce Search Version 2

• To display the updated Help link on the BMC Remedyforce panel

To enable users to view the BMC Remedyforce Chat Dashboard

System administrators must manually enable users to view the Chat Sessions by Account and Category report and the BMC Remedyforce Chat Dashboard.

1. Navigate to Setup > Create > Objects.
   
2. Click Chat Instances and then click Edit.
3. In the Optional Features section, select the Allow Reports check box.
   
4. Click Save.

To enable Remedyforce Search Version 2

From the Salesforce Spring 15 release, Salesforce ended support for HTML Area type components. Because Remedyforce Search is an HTML Area type component, BMC has provided Remedyforce Search Version 2, which is a Visualforce component. If you were using the Remedyforce Search component before upgrading to version 20.15.01, you must enable the new Remedyforce Search Version 2 component. Remedyforce Search Version 2 is displayed on the left side bar component in the application.

1. To add the Remedyforce Search Version 2 check box to Home page layouts, perform the following actions:

   1. Navigate to Setup > Customize > Home > Home Page Layouts.

   2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.

   3. On the Home Page Layouts page, click Edit.

   4. On Step 1. Select the components to show page, in the Select Narrow Components to Show section, perform the following actions:

      • Select the Remedyforce Search Version 2 check box.

      • Clear the Remedyforce Search check box.

   5. Click Next.
   6. On the Step 2. Order the components page, in the Narrow (Left) Column list, move Remedyforce Search Version 2 to the second position.

   7. Click Save.

2. To assign the page layout to the required profiles, perform the following actions:
   1. Navigate to Setup > Customize > Home > Home Page Layouts.
   2. On the Home Page Layouts page, click Page Layout Assignment.
   3. On the Home Page Layouts Assignment page, click Edit Assignment.
   4. For the required profile, select the home page layouts that you customized in the preceding step.
   5. Click Save.

To display the updated Help link on the BMC Remedyforce panel

Starting with version 20.15.01, the BMC Remedyforce documentation is available on the docs.bmc.com documentation portal. If you have converted a trial organization to a production organization and then upgraded to BMC Remedyforce version 20.15.01 or later, you might not be able access the updated online documentation from the BMC Remedyforce panel on the left side bar component in the application.

To get the updated link to the latest online documentation, you must select the BMC Remedyforce (Installed Package: BMC Remedyforce) check box on the page layout assigned for your profile.

1. To add the BMC Remedyforce (Installed Package: BMC Remedyforce)  check box to Home page layouts, perform the following actions:
   1. Navigate to Setup > Customize > Home > Home Page Layouts.
   2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.
   3. On the Home Page Layouts page, click Edit.
   4. In the Select Narrow Components to Show section, select the BMC Remedyforce (Installed Package: BMC Remedyforce) check box and clear the BMC Remedyforce check box.
   5. Click Save.
2. To assign the page layout to the required profiles, perform the following actions:
   1. Navigate to Setup > Customize > Home > Home Page Layouts.
   2. On the Home Page Layouts page, click Page Layout Assignment.
   3. On the Home Page Layouts Assignment page, click Edit Assignment.
   4. For the required profile, select the home page layouts that you customized in the preceding step.          
   5. Click Save.

Minimum post-upgrade procedures for BMC Remedyforce 20.14.01

If you are upgrading from version 20.13.01 or earlier, perform the following procedure to enable staff members to view incident and task details on the Remedyforce Console, Incident Console, and Task Console tabs. This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see to enable the enhanced profile user interface .

To enable staff members to view incident and task details on the Remedyforce Console, Incident Console, or Task Console tabs

1.  Navigate to Setup > Manage Users > Profiles.
2.  Click a profile that you have assigned to your staff members, such as ServiceDesk Staff.
3. On the Profile Overview page, In the Apps section, click Visualforce Page Access.
4. In the Visualforce Page Access section, click Edit.

5. From the Available Visualforce Pages list, select the following Visualforce pages:

   • BMCServiceDesk.ConsoleIncidentDetail

   • BMCServiceDesk.ConsoleTaskDetail

6. To move the selected pages to the Enabled Visualforce Pages list, click the right arrow.

7. Click Save.

Minimum post-upgrade procedures for BMC Remedyforce 20.13.02

If you are upgrading from version 20.13.01 or earlier, perform the following procedure to enable staff members to view records in a few lookup windows. These lookup windows enable staff members to search and link records.

The following are examples of lookup windows that do not display records to staff members:

• In the Instance Editor on the Remedyforce CMDB tab, the Users lookup window that opens for the Primary Client attribute displays no records.
• On the Records Details tab of a change request (Remedyforce Console > View > Change Requests > Record Details), when staff members click Select and Link Incidents to Change Request, the Link Incidents to Change Request lookup window displays no records.

To enable staff members to display records in lookup windows

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see to enable the enhanced profile user interface .

1.  Navigate to Setup > Manage Users > Profiles.
2.  Click a profile that you have assigned to your staff members, such as ServiceDesk Staff.
3. On the Profile Overview page, In the Apps section, click Visualforce Page Access.
4. In the Visualforce Page Access section, click Edit.

5. From the Available Visualforce Pages list, select the BMCServiceDesk.SearchAndLink Visualforce page.

6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

7. Click Save.

Minimum post-upgrade procedures for BMC Remedyforce 20.13.01

If you are upgrading from version 20.12.02 or earlier, perform the following minimum post-upgrade procedures:

• To update email templates (Part 1)
• To update email templates (Part 2)

To update email templates (Part 1)

1. Navigate to Setup > Administration Setup > Communication Templates > Email Templates.
   Ensure that the folder is set to BMC Remedyforce Emails.
2. Find and click the Service Request Created template.
3. Click Edit Template.
4. Find the following line:
   <c:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
5. Replace with the following line:
   <BMCServiceDesk:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
6. Click Save.
7. Repeat steps 2 to 6 for the following email communication templates:
   • Service Request Email Conversation Email Template
   • Service Request Reopened
   • Service Request Status Change

To update email templates (Part 2)

1. If you are already in Email Templates, skip to Step 2. If not, navigate to Setup > Administration Setup > Communication Templates > Email Templates.
2. In the BMC Remedyforce Emails folder, click Incident Email Template 1 Version 2.0.
3. Click Edit HTML Version.
4. Modify the Subject line to (you can also copy and paste):
   Incident #(Ref:IN:{!BMCServiceDesk__Incident__c.Name}) has been created and assigned to {!BMCServiceDesk__Incident__c.OwnerFullName}
5. Click Save.
6. Click the Service Request Created template.
7. Click Edit Template.
8. On the first line, locate the following text:
   subject="Service Request #{!relatedto.Name}

9. Replace with the following text:
   subject="Service Request #(Ref:IN:{!relatedto.Name})

   Note

   All other code on that line should remain untouched. The new line will look like this:

   <messaging:emailTemplate subject="Service Request #(Ref:IN:{!relatedto.Name}) has been created" recipientType="User" relatedToType="BMCServiceDesk__Incident__c">

10. Click Save.

Known issues and workarounds

The following table lists the issues that you might face after upgrading to the latest version of BMC Remedyforce.

Related topic

Post-upgrade procedures repository