The following topics provide information about enabling the new features after upgrading to BMC Remedyforce 20.17.01 (Winter 17):

Download the checklist to track the procedures to enable new features in BMC Remedyforce 20.17.01 (Winter 17).

Before you begin

Before enabling new features in BMC Remedyforce Winter 17, 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.

After upgrading to Winter 17, some of these features are available to all the users immediately; while for some features, system administrators would need to perform some configuration settings. For more information, see the following table. 

Enhancements	Available to all users?		Configuration available for system administrators?	Opt in/Opt out for upgrade
	Fresh install	Upgrade
Self Service 3.0 is generally available				Opt in
Remedyforce UI enhancements				N/A
Ability to highlight new incidents and service requests in Remedyforce Console list view				Opt in
Ability to customize the Remedyforce list view columns				Opt in
Hiding the Salesforce sidebar on the Remedyforce Console				Opt in
Assign to me option for open Incidents and Service Requests on the Remedyforce Console				N/A
Integrating SmartView on the Remedyforce Console forms				Opt out
Displaying Activity Feed on the Remedyforce Console forms				Opt out
Enhancements to the type ahead functionality				N/A
Displaying the full name for the Client ID field				N/A
Embedding videos in knowledge articles				Opt in
Remedyforce agentless discovery enhancements				Opt out
Reconciliation (BETA) of CMDB records				Opt in
SmartSync - BETA enhancements				N/A

Self Service 3.0 is generally available

In Remedyforce version 20.17.01, Self Service 3.0 (earlier known as Self Service - BETA) is now generally available. It also supports videos in knowledge articles. For more information, see 20.17.01 enhancements.

After you upgrade to version 20.17.01, you continue to use Self Service 2.0 and you get the option to upgrade to Self Service 3.0.

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Remedyforce UI enhancements

In Remedyforce version 20.17.01, multiple visual enhancements have been made to the Remedyforce UI to make it more user-friendly and intuitive. For more information, see 20.17.01 enhancements.

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Ability to highlight new incidents and service requests in Remedyforce Console list view

In Remedyforce version 20.17.01, you can now highlight new incidents and service requests in Remedyforce Console list view. For more information, see 20.17.01 enhancements.

The following topics provide information about highlighting new incidents and service requests after upgrading to Winter 17:

• To enable users to highlight new records
• To change the highlighted color

To enable users to highlight new records

1. Navigate to Remedyforce Administration > Application Settings > Consoles.
2. Under Individual View Settings, select the Enable highlighting of records in list view checkbox.
3. Click Save; click OK.

To change the highlighted color

1. Navigate to Remedyforce Administration > Application Settings > Consoles.
2. Under Individual View Settings, ensure that the Enable highlighting of records in list view checkbox is selected.
3. Click  to open the color selector panel.
4. Select the required color. 
5. Click Save; click OK.

For more information, see  Configuring columns in a list view in the Remedyforce Console .

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Ability to customize the Remedyforce list view columns

In Remedyforce version 20.17.01, you can now customize the Remedyforce Console list view. For more information, see 20.17.01 enhancements.

The following topic provides information about customizing columns after upgrading to Winter 17:

• To enable change and order of columns

To enable change and order of columns

1. Navigate to Remedyforce Administration > Application Settings > Consoles.
2. Under General Console Settings, select the Enable Console View Customization checkbox.
3. Click Save; click OK.

For more information, see  Configuring columns in a list view in the Remedyforce Console .

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Hiding the Salesforce sidebar on the Remedyforce Console

In Remedyforce version 20.17.01, you can now hide the Salesforce sidebar on the Remedyforce Console. For more information, see 20.17.01 enhancements.

The following topic provides information about hiding the Salesforce sidebar on the Remedyforce Console after upgrading to Winter 17:

• To hide the Salesforce sidebar

To hide the Salesforce sidebar

1. Navigate to Remedyforce Administration > Application Settings > Consoles.
2. Under General Console Settings, clear the Display Salesforce Sidebar checkbox.
3. Click Save; click OK.

For more configuration settings, see  Configuring columns in a list view in the Remedyforce Console .

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Assign to me option for Incidents and Service Requests on the Remedyforce Console

In Remedyforce version 20.17.01, you now have the option to assign Incidents and Service Requests to yourself from the Remedyforce Console. For more information, see 20.17.01 enhancements.

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SmartView on the Remedyforce Console forms

In Remedyforce version 20.17.01, SmartViews - BETA is now generally available. Additionally, the SmartView button is now available on the Remedyforce Console forms. For more information, see 20.17.01 enhancements.

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Displaying Activity Feed on the Remedyforce Console forms

In Remedyforce version 20.17.01, you can now open the Activity Feed from the forms on the Remedyforce Console. For more information, see 20.17.01 enhancements.

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Enhancements to the type ahead functionality

In Remedyforce version 20.17.01, multiple enhancements have been made to the type ahead functionality. For more information, see 20.17.01 enhancements.

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Displaying the full name for the Client ID field

In BMC Remedyforce version 20.17.01, after you type a minimum of two characters for the Client ID field, the client’s username, full name, and its configured image is displayed. For more information, see 20.17.01 enhancements.

The following topic provides information about displaying the configured image for the Client ID field on clicking the user info icon after upgrading to Winter 17:

• To display the configured image for the Client ID field on clicking the user info icon

To display the configured image for the Client ID field on clicking the user info icon

1. Navigate to Remedyforce Administration > Application Settings > Global Search.
2. Under Display Fields, select the Photo Data Field for the User Data Source.
3. Click Save; click OK.

For more configuration settings, see  Configuring Global Search settings .

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Embedding videos in knowledge articles

In BMC Remedyforce version 20.17.01, you can enable users to embed the video URL in the knowledge articles. For more information, see 20.17.01 enhancements.

The following topic provides information about embedding videos in knowledge articles after upgrading to Winter 17:

• To enable users to embed the video URL in the knowledge articles

To enable users to embed the video URL in the knowledge articles

1. Navigate to Setup > Create > Objects > Knowledge Article.

2. Click Page Layouts.
3. For the required page layout, under Action, click Edit.
4. From the Fields tab, drag the Section field to the Knowledge Article Detail section.
5. In the Section Properties window, rename the Section Name field value to Video Details.
6. After making the required changes under the Layout and the Tab-key Order sections, click OK.

7. Drag the Video URL, Width, and Height fields to the newly created Video Details section.

   Note

   If you are not using default permission sets, ensure to provide read permissions to the users. Additionally, provide write permissions to the Remedyforce Knowledge article users.

8. Click Save.

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Remedyforce discovery enhancements

In Remedyforce version 20.17.01, the following enhancements have been made to Remedyforce agentless discovery. For more information, see 20.17.01 enhancements.

• If you forget your Discovery Server password or you must change your password to follow security policies, you can now change or reset password of your Discovery Server. For more information, see  Enabling and configuring agentless discovery .

  Note

  The Change Password and Forgot Password links are available only after you enable and configure Remedyforce discovery. 

• To monitor the activity of Discovery Server, status logs for the server are available in the Discovery Audit Logs object.
  • Enabling and disabling of discovery
  • Provisioning of the Discovery Server
  • Viewing the success or failure status of the request to keep the Discovery Server alive
    To access these logs, see  Verifying Discovery Server status . 

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Reconciliation of CMDB records - BETA

In Remedyforce version 20.17.01, reconciliation (BETA) enables you to merge different information about the same CI or asset in one record, thus makes information about a CI or asset richer. With reconciliation, you can avoid adding duplicate data also. To configure reconciliation, you need to create a reconciliation rule to identify a duplicate CI or asset of a class. For more information, see  Creating reconciliation rules - BETA .

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SmartSync - BETA enhancementse

In Remedyforce version 20.17.01, additional configuration settings have been added for SmartSync - BETA. For more information, see 20.17.01 enhancements.

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Changing the label BMC_BaseElement Name to Instance Name of the Physical Location class

To change the label BMC_BaseElement Name to Instance Name:

1. Navigate to Remedyforce Administration > Configure CMDB 2.0 > List View Customization.
2. Select the Physical Location class.
3. Remove the Location Name field from the Selected Fields box.
4. Select the Instance Name field from the Available Fields box and add it to the Selected Fields box.
5. Click Save.

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Related topics

Upgrading

Administering

Known and corrected issues