The following topics provide information about enabling the new features after upgrading to BMC Remedyforce 20.17.02 (Summer 17):
Download the checklist to track the procedures to enable new features in BMC Remedyforce 20.17.02 (Summer 17).
Before enabling new features in BMC Remedyforce Summer 17, you must perform one of the following actions to ensure that your users have the required permissions to use the new features:
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.
After upgrading to Summer 17, some of these features are available to all the users immediately; while for some features, you 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|
|Enhancements to Self Service 3.0||NA|
|Reconciliation logs||Opt out|
|Ability to configure email template folder to be used for email conversation||Opt in|
|Ability to highlight updated incidents and service requests in the Remedyforce Console list views||Opt in|
|Ability to view configuration items and assets details in the Remedyforce Console||NA|
|Ability to capture current staff from the parent record in action history||NA|
Salesforce Platform Encryption is a Salesforce feature that enables you to encrypt and protect your data at rest. Remedyforce supports Salesforce Platform Encryption. To enable Salesforce Platform Encryption, contact Salesforce. After Salesforce enables encryption in your organization, you get the option to encrypt a field.
Go to the Remedyforce Administration > Application Settings > General Application Settings page and select the Support Salesforce Platform Encryption in Remedyforce check box.
When this check box is selected, the BMC Remedyforce code performs additional checks that might affect performance.
The following enhancements are added to Self Service 3.0:
For more information about configuring the Self Service settings, see General settings for Self Service.
You can view reconciliation report to find out records that successfully reconciled and records that failed to reconcile so that you can take corrective measures. For the feature to work, ensure that you create reconciliation rules and enable the reconciliation feature. For more information about configuring the reconciliation feature, see Managing reconciliation.
Now, all settings configured for email conversations are available for Activity Feed and SmartViews. For example, the To, From, Bcc, and Template fields. For more information about Activity Feed and SmartViews enhancement, see.
After upgrading to Summer 17, perform the post-upgrade procedure specified in Performing minimum post-upgrade procedures for 20.17.02.
You can get the time taken to close an incident or service request. You can configure if the time is calculated on business hours of client, account, or your Salesforce organization. For more information about capturing time, see General settings for Remedyforce.
While writing an email message, when a staff member selects an email template from the Email Template field, all email templates are shown. Not all email templates are required for email conversations. Therefore, it is tedious to find the correct email template that you need.
Staff members can now view updated incidents and service requests as bold and highlighted in a different color in the Remedyforce Console list views. To show updated records as highlighted to staff members, you must select the New Action check box in the Highlighting of Records in List View section on the Remedyforce Administration > Application Settings > Consoles page and select the color in which the records are highlighted. For more information, see Highlighting new and updated incidents and service requests in list views.
With the Service, Service Offering, and Configuration Item / Asset fields on the Incident form, a pop-up window is displayed by clicking
Base Element object on any form in the Remedyforce Console, the same pop-up window is displayed. For more information, see Customizing CMDB list views in CMDB.
From the 20.17.02 release, the staff of a parent record is captured on the record history. This feature is available by default and you do not require any configuration to enable it.