The following topics provide information about enabling the new features after upgrading to BMC Remedyforce 20.16.01 (Summer 16):
Download the checklist to track the procedures to enable new features in BMC Remedyforce 20.16.01 (Summer 16).
Note
If you are upgrading from BMC Remedyforce 20.15.02 (Spring 15) or its patches, you must also enable the features added in version 20.15.03 (Summer 15). For more information, see
Enabling new features in 20.15.03
.
Before enabling new features in BMC Remedyforce Summer 16, you must perform one of the following actions to ensure that your users have the required permissions to use the new features:
Note
You have to assign the out-of-the-box BMC Remedyforce permission sets to your users only once. The next time a major release is automatically pushed to your organization, these permission sets are automatically updated. Moving to permissions sets ensures that the automatic upgrade process is simplified and requires minimal manual post-upgrade configuration.
BMC Remedyforce enables you to discover devices in your network without installing agents (or scanners) on all network devices. The discovery functionality is provided by using scanners and Remedyforce Discovery Server. For more information, see 20.16.01 enhancements.
The following topics provide information about enabling discovery after upgrading to Summer 16:
The following enhancements have been made to Remedyforce Mobile on Salesforce1 in the Summer 16 release:
For more information, see 20.16.01 enhancements.
The following topics provide information about enabling the Self Service mobile app after upgrading to Summer 16:
Perform this procedure only if you are upgrading to Summer 16 and have previously not enabled the BETA version of the Self Service mobile app.
Note
After upgrading to Summer 16, you do not have to perform additional post-upgrade steps for the Service Desk mobile app. For information about configuring the mobile app, see Configuring Service Desk on Salesforce1 Mobile App.
In BMC Remedyforce version 20.15.03, to display the Common Tickets tile, you had to select the Visible check box for the Submit a Ticket tile. However, after upgrading to Summer 16, the Common Tickets tile is no longer displayed in the Self Service mobile app. To display this tile again, you must select the Visible check box for the new Common Tickets tile.
In BMC Remedyforce version 20.15.03, to display the Submit Ticket button on the Home screen, you had to select the Show 'Submit a Ticket' link check box (Remedyforce Administration > Configure Self Service > Incidents). However, after upgrading to Summer 16, this button is no longer displayed on the Home screen. Instead, you can choose to display the Submit a Ticket tile.
The View My CIs and Assets tile enables clients to view a list of CIs and assets that are assigned to them. Clients can also submit tickets for their CIs and assets.
Starting with the BMC Remedyforce Summer 16 release, Remedyforce Chat is supported in the Self Service mobile app. If you had enabled Remedyforce Chat before the upgrade, you can perform the following steps to also enable Remedyforce Chat in the Self Service mobile app.
In the Remedyforce Chat section, select the Enable Chat for Self Service Mobile check box.
Note
In the Summer 16 release, the Enable Remedyforce Chat check box has been renamed as Enable Chat for Self Service web portal. This check box now enables Remedyforce Chat only for the Self Service site, which can be accessed from the Remedyforce Self Service and SelfService(Beta) tabs.
For information about the end-to-end steps for enabling Remedyforce chat, see Configuring BMC Remedyforce Chat.
If you are upgrading to Summer 16 and had previously not enabled the BETA version of the Self Service mobile app, make sure that the client profile has access to the following existing Apex class and Visualforce page. This access is required for the Self Service mobile app.
For information about adding the Apex class and Visualforce page to the client profile, see Configuring profile-level permissions after self-upgrade or automatic upgrade.
Note
Starting with the BMC Remedyforce Summer 16 release, the Service Health feature has been enhanced and staff members and clients can now look at the availability status of all services at a glance. For more information, see 20.16.01 enhancements.
The following topics provide information about enabling the Service Health feature after upgrading to Summer 16:
Click the profile to which you want to enable access to the Remedyforce Service Health tab.
Note
By default, the Remedyforce Service Health tab is not visible to system administrators, staff members, or change managers. You must enable access to the Remedyforce Service Health tab for the required profiles.
On the Profile Overview page, in the Apps section, click Object Settings.
In the Object Name column, click Remedyforce Service Health.
On the Remedyforce Service Health page, click Edit and from the Tab Settings list, select Default On.
Click Save.
The help text for the fields on the Service Outage form is not automatically updated after an upgrade. Follow the steps given below to manually update the help text:
Service Outage
object.Starting with the BMC Remedyforce Summer 16 release, system administrators can configure the automated assignment of records to queues and staff members. For more information, see 20.16.01 enhancements.
The following topics provide information about enabling the automated assignment of records after upgrading to Summer 16:
Note
In previous releases of BMC Remedyforce, you might have been using workflows for the automated assignment of records to queues and staff members. After upgrading to the Summer 16 release, BMC recommends that you review your existing workflows and determine if you want to move to the new Staff Auto Assignment and Queue Auto Assignment features. This move might help you to more easily manage the limits for workflow rules in your organization.
If you decide to configure the new feature for automated assignment of records to queues and staff members, you must inactivate your corresponding workflow rules. Workflow rules are given precedence over your configuration settings for the automated assignment of records to queues and staff members.
For more information about workflows, see Salesforce Help.
Starting with the BMC Remedyforce Summer 16 release, system administrators can restrict the availability of categories to additional modules. For more information, see 20.16.01 enhancements.
After upgrading to Summer 16, you do not have to perform additional post-upgrade steps to enable the category restriction feature. However, you can see the following changes after the upgrade.
Area of change | Post-upgrade changes |
---|---|
Category form |
|
Following category records that were created before the upgrade:
| On the Category form, check boxes for new modules in the Applies to section are automatically selected. Note: Your settings for the Available for Incidents, Available for Service Requests, and Display in Self Service check boxes are retained.
|
For information about implementing category restriction, see Managing categories.
Starting with the BMC Remedyforce Summer 16 release, system administrators can configure a combination of slider bar and textual responses for the feedback survey questions. For more information, see 20.16.01 enhancements.
The following topics provide information about configuring the survey form after upgrading to Summer 16:
After upgrading to Summer 16, system administrators must perform the following steps to add a combination of slider bar and textual responses:
For information about adding survey questions, see Adding questions to a survey.
Starting with the BMC Remedyforce Summer 16 release, Smart Suggestions is generally available. You can now enable Smart Suggestions for Self Service 2.0. You can also enable incident matching for Smart Suggestions in the Remedyforce Console. For more information, see 20.16.01 enhancements.
The following topics provide information about configuring Smart Suggestions after upgrading to Summer 16:
By default, incident matching for Smart Suggestions in the Remedyforce Console is disabled in an upgrade. If you have already enabled Smart Suggestions in the Remedyforce Console, you must perform the following steps after the upgrade to enable incident matching:
In the Show Smart Suggestions for section, select the Incident Matching check box.
For more information, see Configuring Smart Suggestions for the Remedyforce Console.
Starting with the BMC Remedyforce Summer 16 release, the change schedule can be made more accessible to users. You can also assign a custom color to a change type. For more information, see 20.16.01 enhancements.
The following topics provide information about configuring change schedules after upgrading to Summer 16:
Note
After upgrading to Summer 16, you can filter specific change requests or releases in the Change Calendar by defining and applying a filter criteria. For enabling staff members and Change Managers to filter change requests or releases in the Change Calendar, you do not have to perform additional post-upgrade steps. For information about creating and applying filters to search for change requests or releases in the Change Calendar, see Searching for records in the change schedule.
System administrators can configure the change schedule to be more accessible to users. Currently, users can only access the change schedule by selecting Change Schedule from the Agent Tools menu of a record (change request and release) on the Remedyforce Console tab, and by clicking Change Management > Change Schedule on the Remedyforce Workspaces tab. After upgrading to Summer 16, system administrators must perform the following steps to make the change schedule accessible also from the View menu of the Remedyforce Console tab and from the Remedyforce CMDB tab:
You can now import data and configuration settings from the production organization to the sandbox organization using SmartSync - BETA.
After upgrading to Summer 16, you do not have to perform additional post-upgrade steps. For information about the configuration settings, see Configuring SmartSync - BETA.
You can now manage approval requests using the SelfService(Beta) tab. For this, a new Manage Approvals option has been added on the Self Service Home page. For more information, see 20.16.01 enhancements.
After upgrading to Summer 16, you do not have to perform additional post-upgrade steps. For information about the configuration settings, see Configuring Self Service for the web - BETA.
Starting with the BMC Remedyforce Summer 16 release, you can now manage approvals using SmartViews (BETA). You can also view the lifecycle of a record. For more information, see 20.16.01 enhancements.
After upgrading to Summer 16, you do not have to perform additional post-upgrade steps. For information about the configuration settings for SmartViews (BETA), see Configuring SmartViews - BETA.
A following enhancements have been made to the Remedyforce Console. For more information, see 20.16.01 enhancements.
For the type ahead support for the Queue and Staff fields, after upgrading to Summer 16, system administrators must perform the following steps to manually update the help text for Queue, Staff and Owner fields:
Incident
object.Note
System administrators do not have to perform additional post-upgrade steps to enable the enhanced UI for queue and staff selection. For more information about using the enhanced UI for queue and staff selection for incidents, see Changing incident owner.
A few general enhancements have been made to the BMC Remedyforce Summer 16 release. For more information, see 20.16.01 enhancements.
The following topics provide information about enabling the general enhancements after upgrading to Summer 16:
Note
System administrators do not have to perform any additional post-upgrade steps to enable the following general enhancements in Summer 16:
Ability to close broadcasts that have a large number of linked incidents.
For more information, see Closing broadcasts.This option enables staff members to assign configuration items (CIs) or assets to a service request. To enable staff members to assign CIs or assets, you configure a filter criteria for request definitions. For more information, see
Configuring the fulfillment of service requests
.
Based on your keyboard layout, you can use specific keyboard shortcuts for performing a few common actions on the Remedyforce Console tab. If you require alternate keyboard shortcuts for shortcuts including number keys, you can enable these shortcuts. For more information, see Keyboard shortcuts in the Remedyforce Console.
You can enable these shortcuts by performing the following steps:
Note: If you enable this setting, it will disable the keyboard shortcuts that use number keys for tab navigation in Self Service.
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Surabhee Kulkarni