Enabling new features in 20.16.01

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).

Before you begin

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:

• Assign the appropriate out-of-the-box BMC Remedyforce permission sets to your users. You can assign multiple permission sets to your users to control the accessibility of BMC Remedyforce.
  For more information, see Assigning permission sets.
• Manually configure the updated profile-level permissions for the new features.
  For information about configuring profile-level permissions and the conditions in which you must manually configure these permissions, see Configuring profile-level permissions after self-upgrade or automatic upgrade.

Remedyforce Discovery 

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:

• Enabling and configuring discovery
• Configuring Remedyforce for upgraded discovery licenses

• Managing discovered devices

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Remedyforce Mobile on Salesforce1 enhancements

The following enhancements have been made to Remedyforce Mobile on Salesforce1 in the Summer 16 release:

•  Service Desk on Salesforce1 Mobile App (Service Desk mobile app), which is for staff members, supports showing of CIs and assets that are linked with incidents.
• Self Service on Salesforce1 Mobile App (Self Service mobile app), which is for clients, is generally available. Clients can now use the Self Service mobile app to perform many additional tasks.

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:

• To display the Common Tickets tile on the Home screen
• To display the Submit a Ticket tile on the Home screen
  
• To display the View My CIs and Assets tile on the Home screen
• To enable Remedyforce Chat in the Self Service mobile app
• To enable access to an existing Apex class and Visualforce page for the client profile
  

  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.
  

• Configuring Self Service On Salesforce1 Mobile App
  

To display the Common Tickets tile on the Home screen

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.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. For the Common Tickets tile, select the Visible check box.
   The Common Tickets tile is displayed only in the Self Service mobile app.
4. In the Order # column, select the display order number.
   Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles.
5. Click .

To display the Submit a Ticket tile on the Home screen

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.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. For the Submit a Ticket tile, select the Visible check box.
4. In the Order # column, select the display order number.
   Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles.
5. Click .

To display the View My CIs and Assets tile on the Home screen

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.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. For the View My CIs and Assets tile, select the Visible check box.
   The View My CIs and Assets tile is displayed only in the Self Service mobile app.
4. In the Order # column, select the display order number.
   Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles.
5. Click .

To enable Remedyforce Chat in the Self Service mobile app

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.  

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.

3. 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.

4. Click .
   Your existing settings for client accounts and the Pre-Chat form are also applicable to Remedyforce Chat in the Self Service mobile app.

For information about the end-to-end steps for enabling Remedyforce chat, see Configuring BMC Remedyforce Chat.

To enable access to an existing Apex class and Visualforce page for the client profile

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.

• Apex class – BMCServiceDesk.SF1AnalystController
• Visualforce page – BMCServiceDesk.SF1Analyst

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.

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Service Health

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:

• To enable access to the Remedyforce Service Health tab
• To enable clients to access the Service Health tile in Self Service 
• To manually update the help text for fields on the Service Outage form
  
• Configuring service health settings
• Managing service outages

To enable access to the Remedyforce Service Health tab

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu, select Profiles.

3. 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.

4. On the Profile Overview page, in the Apps section, click Object Settings. 

5. In the Object Name column, click Remedyforce Service Health.

6. On the Remedyforce Service Health page, click Edit and from the Tab Settings list, select Default On.

7. Click Save.
   

To enable clients to access the Service Health tile in Self Service

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and select Tile Visibility and Order.
3. Select Service Health.
4. Click Save.

To manually update the help text for fields on the Service Outage form

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:

1. Navigate to Setup > Create > Objects.
2. Select the Service Outage object.
3. In the Action column, click Edit for the following fields:
   
   • Affected Service
   • Blackout period
   • Inactive
4. Remove the word, ‘Projected’ from the help text.
5. Click Save.

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Automated assignment of records to queues and staff members

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:

• Configuring automated assignment of records to queues  
• Configuring automated assignment of records to staff members

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Category restriction based on modules

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.

For information about implementing category restriction, see Managing categories.

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Feedback survey form enhancement

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:

• To add a combination of slider bar and textual responses
• Configuring surveys

To add a combination of slider bar and textual responses

After upgrading to Summer 16, system administrators must perform the following steps to add a combination of slider bar and textual responses:

1. Navigate to Setup > Objects.
2. In the label column click Survey.
3. In the Field Sets section, based on your requirement, click Edit in the Action column of either Incident Survey: Color Bar field set, or Service Request: Color Bar field set.
4. From the palette, drag the Picklist type fields to the In the Field Set section.

For information about adding survey questions, see Adding questions to a survey.

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Smart Suggestions enhancements

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:

• To enable incident matching for Smart Suggestions in the Remedyforce Console 
• Configuring Smart Suggestions for Self Service
  

To enable incident matching for Smart Suggestions in the Remedyforce Console

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:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Consoles.
3. On the Consoles tab, click Configure Smart Suggestions.

4. In the Show Smart Suggestions for section, select the Incident Matching check box.

5. Click .

For more information, see Configuring Smart Suggestions for the Remedyforce Console.

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Change schedule enhancements

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:

• To make the change schedule more accessible to users
• Assigning a custom color to a change type

To make the change schedule more accessible to users

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:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
3. From the Console View menu on the Individual View Settings section, select Change Schedule.
4. From the For Selected Profiles section, select the required profiles of users.
   By default, all the available profiles are selected.
5. Click .

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SmartSync (BETA)

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.

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Support for managing approvals using Self Service for the web (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.

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SmartViews (BETA) enhancements

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.

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Remedyforce Console enhancements

A following enhancements have been made to the Remedyforce Console. For more information, see 20.16.01 enhancements.

• Type ahead support for the Queue and Staff fields
• Enhanced UI for queue and staff selection

To manually update the help text for Queue, Staff and Owner fields

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:

1. Navigate to Setup > Create > Objects.
2. Select the Incident object.
3. In the Action column of the Owner and Queue fields, click Edit and add the following help text in the Help Text field:
   Select a queue or staff as the owner of the record.
4. In the Action column of the Staff field, click Edit and add following help text in Help Text field:
   Select the staff to whom you want to assign the record.
5. Click Save.
6. Repeat step 2 to step 5 for other objects, such as Task, Change Request, Release, Broadcast, and Problem. Make sure to select the respective object in step 2.

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General enhancements

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:

• Enabling Change Managers to manage emergency change requests and service outages
• To add the Fulfill Request (CMDB) option to the Actions menu for service requests
• To enable alternate keyboard shortcuts in the Remedyforce Console

To add the Fulfill Request (CMDB) option to the Actions menu for service requests

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 .

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
3. From the Console View list, select Service Requests.
4. From the For Selected Profiles list, select the staff members profile.
5. From the Available Actions list, select Fulfill Request (CMDB).
   
6. Click .

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To enable alternate keyboard shortcuts in the Remedyforce Console

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:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select General Application Settings.
3. Select the Enable a different set of keyboard shortcuts in Remedyforce Console check box.

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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Related topics

Upgrading

Administering

Known and corrected issues