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    BMC Helix Remedyforce

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    This topic provides the upgrade schedules for the listed BMC Helix Remedyforce release version and its patches.

    Last updated: August 16, 2023

    Update summary: Added details about the Summer 23 release that is generally available on August 16, 2023.

    Product documentation

    To access documentation for the Summer 23 release of BMC Helix Remedyforce, click the following links:

    Documentation Home | Release notes and notices | Upgrading | Upgrade FAQs

    BMC Helix Remedyforce Hybrid Upgrade/Patch Schedule

    • Remedyforce customers should refer to the Salesforce Trust website for any scheduled platform maintenance dates that may conflict with a Self Upgrade plan.
    • Remedyforce Self Upgrading will upgrade and patch your ORG to the latest version available on the date that you Self Upgrade. If a patch is released after your Self Upgrade date, your ORG will be patched to the latest version on the Automatic Patch dates unless you again Self Upgrade to the latest patch release.
    • Remedyforce Automatic Upgrade dates only apply to ORGs running the latest major patched version of Remedyforce.

    BMC Helix Remedyforce Summer 23 Sandbox and Production Self and Automatic Upgrade

    August 16 - September 14September 15September 16 - October 5October 6
    BMC Helix Remedyforce Summer 23 Sandbox Self Upgrade WindowBMC Helix Remedyforce Summer 23 Sandbox Automatic Upgrade

    BMC Helix Remedyforce Summer 23 Production Self Upgrade Window
    		BMC Helix Remedyforce Summer 23 Production Automatic Upgrade

    Note:

    • All dates and times listed are Eastern time (New York, USA).
    • We recommend that you do not refresh your sandbox organization during the upgrade window as it excludes your organization from the future upgrades.

    180 Comments

    1. Jason Baldree

      That is correct Paul...we intend to update the release schedule page later today once we have more firm confirmation on those dates.

       

    2. Ajit Shukla

      Hi Amit,

      Thank you for your message. Summer 16 Patch 2 is tentatively scheduled for September end. There is no precise date as of now.

      Regards

      Ajit Shukla

      1. Amit Kenton

        Thanks Ajit

    3. Amit Kenton

      Hi all, any news about P2 release dates?

      1. Ajit Shukla

        Hi Amit, Thank you for your message. We don't have a precise date for Summer 16 Patch 2, however it is planned for End of Sept 2016. Regards Ajit Shukla

        1. Amit Kenton

          Thanks

    4. Sachin Siddaveerappa

      Hi, Any idea on when we'll get date/time for P2?

    5. Sachin Siddaveerappa

      Hi, Any idea on when we'll get date/time for P2?

      1. Ajit Shukla

        Hi Sachin, Thank you for your message. Summer 16 Patch 2 is tentatively scheduled for September end. There is no precise date as of now. Regards Ajit Shukla

    6. Sachin Siddaveerappa

      Hi, When is the patch scheduled? 28/29/30th?

      1. Ajit Shukla

        Hi Sachin, Thank you for your message. Summer 16 Patch 2 is tentatively planned for 6th Oct 2016. We will let you know once we have a precise date. Regards Ajit Shukla

    7. Sachin Siddaveerappa

      HI, I don't see remedyforce patch release schedule table here, does it mean it's cancelled? Thanks, Sachin

      1. Ajit Shukla

        Hi Sachin, Thank you for your message. Summer 16 Patch 2 is planned for Oct 6th, 2016 as of now. We will update the calendar very soon. Regards Ajit Shukla

    8. Amit Kenton

      Hi tomorrow is the 6th, if the patch will be available, please update the calendar. Thanks

      1. Ajit Shukla

        Hi Amit,

        Thank you for your message. Calendar has been updated with Summer 16 Patch 2 dates.

        Regards

        Ajit Shukla

    9. Yaron Reiss

      hi when 16 Patch 2 is planned to be released

      1. Yaron Reiss

        ignore this question

    10. Yaron Reiss

      hi when 16 Patch 3 is planned to be released

      1. Ajit Shukla

        Hello Yaron, Thank you for your message. Summer 16 Patch 3 is Planned for Dec 1st,2016. We will update the release calendar as soon as we can. Regards Ajit Shukla

    11. Sachin Siddaveerappa

      Hi, Is auto upgrade scheduled for Dec 1 or is it the date on which it'll first be available for sandbox upgrade? Thanks

    12. Ajit Shukla

      Hi Amit, Thank you for your message. Summer 16 Patch 3 is scheduled to be released tomorrow. We will update the Release calendar as soon as we can. Regards Ajit Shukla

    13. Ajit Shukla

      Hi Amit,

      Thank you for your message. Link for Summer 16 Patch 3 release notes and Known and corrected issues is here.

      Thanks

      Ajit Shukla

       

       

      1. Amit Kenton

        HI the page is no available -"Sorry, an error occured. Error code - 403 (Forbidden)"

        1. Ajit Shukla

          Hi Amit, Sorry for that, link should be accessible now. Regards Ajit Shukla

    14. Joshua Lenning

      Not able to view patch 3 release notes either.

    15. Ajit Shukla

      Hi Joshua, Please try again, link should be accessible now. Regards Ajit Shukla

    16. Sachin Siddaveerappa

      Hi, Was Summer 16 Patch 3 Hotfix 2 updated on production as well?

    17. Sachin Siddaveerappa

      Hi, Was Summer 16 Patch 3 Hotfix 2 updated on production as well?

      1. Ajit Shukla

        Hi Sachin, Thank you for your message. Yes, Summer 16 Patch 3 Hotfix 2 has been applied to all eligible Sandbox and Production Orgs. This is the latest version of Remedyforce that we have on customers Org. Regards Ajit Shukla

        1. Robert Andrzejewski

          Ajit, our sandboxes have not been patched.

        2. Robert Andrzejewski

          Ajit, our sandboxes have not been patched.

          1. Ajit Shukla

            Hi Robert, Thank you for your message. I'll definitely check why your Sandbox was not upgraded to the latest version of Remedyforce. Please send an Email to your BRM Tina Vega (tina_vega@bmc.com) with the Sandbox Org ID. Regards Ajit Shukla

    18. Rhonda Pierce

      We do not plan to use discovery in our production or sandbox environment. Will this affect our environment in any way? If yes, what changes will the 12.5 hotfix 2 do to our environment?

    19. Rhonda Pierce

      We do not plan to use discovery in our production or sandbox environment. Will this affect our environment in any way? If yes, what changes will the 12.5 hotfix 2 do to our environment?

    20. Ajit Shukla

      Hi Rhonda, Thank you for your message. This Upgrade will not affect any Production or Sandbox environment.Upgrades are applied to BCM servers and not directly to Remedyforce Orgs. Regards Ajit Shukla

    21. Joshua Lenning

      With the staggered Release for Winter 17, which date does NA16 fall into?

    22. Jason Baldree

      March 24th includes all org's on NA14 – NA17 (which is NA14, NA15, NA16 and NA17).

    23. Jason Baldree

      March 24th includes all org's on NA14 – NA17 (which is NA14, NA15, NA16 and NA17).

    24. Joshua Lenning

      Ahh, Sorry. I didn't realize that was a dash. thank you!

      1. Jason Baldree

        No problem. We will make sure it is more clearly outlined. Thanks!

    25. John Wisdom

      Is there a window available from a time perspective as to when the automatic upgrade will take place? Our org (NA38) is scheduled for 3/24.

    26. Jason Baldree

      Hey John - Currently, there is not a specific time by pod/instance that we can provide. The push application in essence queues up the org's for upgrade (1000"s) and then the platform controls the execution order and timing. This is done to manage performance. What we can specify is that we start the push process at midnight Eastern US time on the date (so for NA38 at 12:00am on March 24th) and the entire batch is complete usually within 10-18 hours. We are working on our own and with Salesforce on enhancements to the push process so that we can in the future provide more clarity on upgrade timing.

      1. John Wisdom

        Thank you, Jason. May end up being non issue for us but just want to have all the information possible for planning purposes.

    27. Amit Kenton

      Hi, when can we have confirmation about WN17 Patch 1 release?

      10X

      Amit

      1. Ajit Shukla

         Hi Amit,

        Thank you for your message. Winter 17 Patch 1 is tentatively planned for Feb 3rd, 2017. We will update the release calendar as soon as we have a confirmation on that.

        Regards

        Ajit Shukla

        1. Brandon Smith

          Will it be released today? We would like to have it installed today but need availability time to push the update.

           

          Thanks,

           

          Brandon

    28. Lisa Flaherty

      We are on NA7 which will be upgraded on Friday, March 24th. Is there a time frame that the upgrade will happen so we can determine the impact to our users?

      1. John Manbodh

        Hi,

        We are on NA30 and scheduled for upgrade on Friday, March 24th.  We need a time-frame also to plan testing and for our internal Change Management process. 

         

         

        1. Jason Baldree

          Hi Lisa and John -

          We do not have any mechanism to identify a specific upgrade time by individual org. The push application in essence queues up the org's for upgrade (1000"s) and then the platform controls the execution order and timing. This is done to manage performance. What we can specify is that we start the push process at midnight Eastern US time on the date (so for NA7 and NA30 at 12:00am on March 24th) and the entire batch is complete usually within 10-18 hours. We are working on our own and with Salesforce on enhancements to the push process so that we can in the future provide more clarity on upgrade timing.

          Regards,

          Jason

          1. Lisa Flaherty

            Will there be an "outage" during the upgrade? What will our users experience? If there is an outage, will our users see a message when they try to log in?

            We are getting a lot of questions and I don't see answers on this page or others related to the upgrade. There is a chance this will be pushed to us during business hours, I need to know the impact to our IT staff and customers.

          2. John Manbodh

            We ended up self-upgrading on March 18th, which is outside business hours rather than waiting for the auto-upgrade by BMC on March 24th.  It took about 30 minutes to receive the confirmation e-mails from BMC and Salesforce and another 30 minutes to verify.

    29. Jason Baldree

      Hi Lisa - Your BRM is going to reach out and answer any questions you have on our upgrade process, but to answer here as well - Upgrades (releases or patches) do not require any downtime or outage from the system.  Your users will not see any message and can continue to work within the application during the upgrade.

    30. Amit Kenton

      Hi any update regarding the release of WN17 patch 3?

       

      1. Punam Saxena

        Hi Amit Kenton,

        It will be released at the end of this month on 31st May.

        Regards,

        Punam

        1. Amit Kenton

          OK great, when will the schedule be updated here? 

          we want to be able to update our clients.

          Thanks

          Amit

           

          1. Punam Saxena

            Hi Amit Kenton,

            We will be updating this page on the day of the release.

            Regards,

            Punam

          2. Ajit Shukla

             Hi Amit,

            Thank you for your message. Winter 17 Patch 3 is planned for end of this month. We will update the release calendar as soon as we have confirmed dates for Patch 3.

            Regards

            Ajit Shukla

    31. Joshua Lenning

      Is self upgrade to patch 3 going to be available today as mentioned above? In appexchange the version still shows "Winter 17 Patch 2 / 201701.51.58"

      1. Ajit Shukla

        Hi Joshua,

        Thank you for your message. Appexchange suppose to be updated with Patch 3 by now and you should be able to self upgrade to Winter 17 Patch 3. Can you try again and let us know if you still see Winter 17 Patch 2/201701.51.58 ?

        Regards

        Ajit Shukla

        1. Joshua Lenning

          Not seeing it yet

           

          TECHNICAL DETAILS

          1. Ajit Shukla

            Hey Joshua,

            Let me notify this to the concerned person. I'll get back to you as soon as I can.

            Regards

            Ajit Shukla 

            1. Joshua Lenning

              Thanks Ajit, I am seeing it now! (smile)

               

              • Version: Winter 17 Patch 3 / 201701.51.78

              1. Ajit Shukla

                Hi Joshua,

                Sounds Good!! Have a Great week! 

                Regards

                Ajit Shukla

    32. John Wisdom

      A 10 day self upgrade window before automatic push to all sandboxes is very tight. Any way we can get another week?

      1. Jason Baldree

        Hey John - Unfortunately no. We had to early announce and move up the schedule to ensure we don't conflict with the platform upgrade dates in Sept. We have to ensure to test and provide fixes on the latest release which means we we need to have production org's upgraded prior to Sept 8th (which is when Winter '18 platform upgrades start).  

    33. John Wisdom

      Thanks Jason. Understood. All due respect though, does not feel very customer centric. In order to accommodate Salesforce's requirements BMC is placing all of the burden on it's Remedyforce customers to squeeze our schedules.  

       

      1. Jason Baldree

        Hi John - Sorry for any inconvenience this causes.  Just to clarify a bit, we are not doing this to accommodate a schedule.  We are doing this to ensure that any platform introduced issues are proactively addressed.  If we decided to wait we would be putting the burden on all customers to self upgrade production should they encounter issues after the platform upgrade.  The mass majority of our customers take the release via the push process. For the customers that self upgrade, we early announced the release timing and schedule on July 14th, our intention was to give customers enough notice to address their change schedule requirements.  Again, apologies for any issues caused.

        Regards,

        Jason

    34. Vijay Kankipati

      Hi,

      It will be very helpful if you cross-link the release schedule and release notes.

      Otherwise, it's very confusing when will the upgrades happen for a certain release.

      For e.g. link this page from: Release notes and notices and vice versa.

      Thanks,

      Vijay

    35. Jason Baldree

      Hi Vijay - Thanks for sharing the feedback...I will discuss this with our operations team to see how we reduce the confusion and make it easier to cross reference the release schedule with release notes.  

      Thanks,

      Jason

    36. Amit Kenton

      Hi any update on Sm17P1 schedule?


      1. Punam Saxena

        Hi Amit Kenton,

        It is scheduled for a release on Oct 3rd 2017.

        Regards,

        Punam


        1. Amit Kenton

          Thanks



        2. Jessica Hinkal

          Sorry if this was mentioned before but what is SM17P1? I don't see it in the release chart above.

          Thanks!

          Jessica

          1. Jason Baldree

            They are referencing Summer '17 Patch 1.  We do not update the release calendar until the patch is released and ready for self upgrade (via AppExchange).  Once it is released for self upgrade option, we also release the release notes for the patch and calendar timing for auto-upgrades to Sandboxes and Production orgs.  Hope that helps.

    37. Brandon Smith

      Anyone else receiving the error below when clicking on the Release notes for

      Summer 17 patch 1?


      https://docs.bmc.com/docs/remedyforcemaster/en/known-and-corrected-issues-677793274.html

      Forbidden

      Sorry, an error occured.

      Error code - 403 (Forbidden)

      Please try returning to your previous page, visiting the homepage, or searchi

    38. John Manbodh

      Yes, I am getting the error.

    39. John Wisdom

      Yes, same.

    40. Kathryn Helm

      If you go the Release Notes and Notices page and then click on the link for this patch that is on the left hand side you will get to the information. The link you are trying to use isn't working for me either but the link on the left hand side did.

    41. Vijay Kankipati

      Yes Kathryn.  You are right.

      I've also noticed through a case and discussion with BMC Support.

      Link below works fine.

      https://docs.bmc.com/docs/remedyforce/201702/en/known-and-corrected-issues-679715181.html


    42. John Wisdom

      I am trying to upgrade our production environment to patch 1 this afternoon but am ending up at an AppExchnage Trial page after selecting, "I am a Remedyforce Customer and I want to install the latest version." See link below.  I can not get past this.


      http://www.bmc.com/forms/AppExchange_EN_Sep2015.html.html


      1. Amanda Carter

        Hi John,  please use this link - https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003GrDmEAK - to the AppExchange listing.  You'll see on the Details page that this is patch 1

    43. John Wisdom

      Hello Amanda


      I am sorry that I am not being more clear.  I am not a new customer but land on the AppExchange Trial page. We have been using Remedyforce since 2012 and have performed upgrades and patches many times.

       The link you provided is where is where I begin after selecting Remedyforce from the Salesforce AppExchange.

       I click on “Get it Now”.

      Check the “I have read and agree to the terms and conditions” and then click “Install from Provider’s” site.

      Click on the “I am a Remedyforce customer and I want to install the latest version!”

      At that point I land on the “App exchange Trial” page that I indicated with the link provided in the initial post.

      Based on past experiences I should have been prompted to verify my Salesforce credentials and then proceed. I have never landed on the ‘trial’ page before.

      Hope that helps. I am also reaching out to Support.

    44. John Wisdom

      BMC Support has confirmed that the Salesforce App Exchange is not directing to the correct page. They are currently working to correct this and will let me know once this has been corrected. I will post an update here at that time.

    45. John Wisdom

      I got the word that this was resolved on Tuesday (10/17) and I was able to run the update yesterday (10/18).  Thank you.

    46. Joshua Lenning

      I know which previous fix is being removed, but what is the "one additional fix"? 

    47. John Wisdom

      I can get to the 'known and corrected issues' page now but it is not clear as to what is being done, and undone I guess, in this patch. Can someone in the know just add it to this thread please?

    48. Nancy Hinich-gualda

      Hello John & Joshua - 

      Additional defect fix added to Summer 17 Patch 1:

      Defect 83243 - Service Request form in Self Service 3.0: SR form window remained active/open rather than disappear upon clicking submit. The user could end up creating multiple service requests. Issue resolved.

      Defect Fix removed (postponed to be addressed in future patch) from Summer 17 Patch1:

      Defect 82899 - On the Request Definition page, if you enter a URL that contains %20 in the User Instruction field for the SharePoint URLs, the SharePoint link does not work.

    49. John Wisdom

      Thank you Nancy.

    50. Amit Kenton

      Hi as its the 30th, i don't see that the app is available from the app-exchange - still  the same version - SM17 P1.

      when will be available?

      Thanks



    51. Virginia Leandro

      We're in the process of getting systems updated.  Please try back in about an hour when the systems will be synced.

    52. Adam Schrot

      I just checked, the download site still shows 201702.68.35 as the newest version when I try installing to sandbox

    53. Amit Kenton

      Hi i can see that a push for the latest build has been done for sandboxes, still we need to be able to upgrade manually so please update the App to the latest build - so far its still 01702.68.35

      Thanks


    54. Brandon Smith

      We are having an issue self installing the hotfix on our Sandbox (UAT). UAT is currently at Summer 17 (Version 201702.68) as it was refreshed with our Production environment prior to the Hotfix being applied. The hotfix did not auto apply assuming due to Patch 1 not being on UAT. We asked our internal Salesforce team to install Patch 1 Hotfix 1 using the link suggested above. They are getting to a point where it is installing it says it will email when complete but it never completes and no email sent. We have tried several times. Is there a method to get the hotfix installed from Summer 17. Do we need to install Summer 17 patch 1 first and if so how do we find the package?


      Thanks,


      Brandon

    55. Amit Kenton

      Hi any updates on when is patch 2 due? 

      It was planed for this week no?

      1. Ajit Shukla

        Hi Amit,

        Calendar has been updated with Summer 17 Patch 2 auto Push dates.

        Thanks

        Ajit Shukla

    56. Jessica Hinkal

      It looks like from the schedule that the sandbox and production are being auto-updated on the same date. if it was a mistake and prod is being updated on 12/30, can I request in the future maybe having more than one day to test the updates in the sandbox before it is pushed automatically to our production systems (on a weekend)?

      1. Ajit Shukla

        Hi Jessica,

        As per Calendar Sandbox Automatic Upgrade is on Dec 29th 2017 and Production Auto Upgrade is on Jan 5th 2018, So there is a Gap of 1 week between Sandbox and Production Upgrade.

        Regards

        Ajit Shukla

    57. Jyoti Verma

      Hi Team

      Are there any tentative dates for upgrades planned in 2018

      Regards

      Joyti

      1. Ajit Shukla

        Hi Jyoti,

        Yes, Winter 18 is tentatively planned to be released on Feb 12th, 2018. If we are able to release WI 18 on Feb 12th, 2018 then Sandbox upgrade will happen on March 2nd, 2018 and Production upgrade will be performed on March 30th, 2018.

        Regards

        Ajit Shukla


    58. Vijay Kankipati

      Hi BMC team,

      We have the same question too.  What are the schedules for 20.18.01?

      Appreciate clarification and confirmation at the earliest.

      Thanks,

      Vijay

    59. Richard Would

      Hi Vijay, we do not currently have a tentative date for P1, I will come back to you when we have more information. Thanks, Richard

    60. Peter Stewart

      Checking the App Exchange today to perform a self install and the version listed is still Emergency patch 1? The patch 1 is listed in the release schedule as being available from the 26th, is this available elsewhere?  

      1. Ajit Shukla

        Hi Peter,

        Please try again, you should be able to self upgrade to Winter 18 Patch 1.

        Regards,

        Ajit Shukla

    61. Joshua Lenning

      What is, if any, the differences between Winter 18 Emergency Patch 1 (201801.58.5) and Winter 18 Patch 1 (201801.58.15) ?   And is the automatic push going to move our org from Emergency Patch to Patch 1 if no action is taken on my part?


      1. Ajit Shukla

        Hi Joshua,

        Thank you for your message. Yes, Automatic push will upgrade your Remedyforce package from Emergency Patch to Winter 18 Patch 1.There were few defects that was fixed in Winter 18 Patch 1, for more details on that please contact your Business Relationship Manager.

        Thanks

        Ajit Shukla

    62. Arto Laukka

      Hi BMC, would you be able to share some information on content and schedule of next Remedyforce releases / patches?

    63. Joshua Lenning

      We were planning on a Self Upgrade to  Winter '18 Patch 3 on 7/12/18 but now Summer 18 is available instead. Is there a link where we can install Patch 3 or will we have to let the automated push happen? We prefer Self upgrade since we choose the time of day. 

      1. Ajit Shukla

        Hey Joshua,

        Yes, please use link https://login.salesforce.com/packaging/installPackage.apexp?p0=04tA0000000KR2o to upgrade to Winter 18 Patch 3.

        Let us know if you experience any difficulity.

        Regards

        Ajit Shukla

        1. Joshua Lenning

          Appears that will work great! 

    64. Kathryn Helm

      To clarify.. if we do configuration in Sandbox, running Summer 18, and deploy those configurations to other environments, running Winter 18, will that cause a problem with the deployments?

    65. Amit Kenton

      Hi any update on patch 3 dates yet?

    66. Annemarie Goyvaerts

      Thanks for sharing the dates.  By when would we get an update of the content ? = 

      adding 'corrected in' Patch 3 on page Known and corrected issues

      https://docs.bmc.com/docs/remedyforce/201802/en/known-and-corrected-issues-801356647.html


    67. Vijay Kankipati

      Punam Saxena, we do not see any date for Remedyforce Winter '19 yet.

      1. Punam Saxena

        Hi Vijay Kankipati,

        The notification was for BMC Helix Client Management. I have corrected the summary.

        Regards,

        Punam

    68. Jyoti Verma

      Do we have dates for Remedyforce Winter'19?

    69. John Fulton

      Please check back in a few days, we are planning to post the targeted schedule for Winter 19 shortly.  Thanks

    70. Joshua Lenning

      This is the Remedyforce release schedule page, correct? Should we be seeing "BMC Helix" updates?  Are these products merging? The "BMC Helix Remedyforce Winter 19" is confusing..

    71. John Fulton

      BMC Helix Remedyforce is the new official name for the Remedyforce solution. We are in the process of making these updates in the product and on the various product sites.


      Please note, "BMC Helix" represents BMC Cloud-based offerings. You will see "BMC Helix" on several other BMC solutions. In many cases, the primary name (ex. Remedyforce) remains the same. More details will follow for each solution as they incorporate the "BMC Helix" brand name.

    72. Kedar Zavar

      Hope, we get some Helix features/functionality as well along with the new name 😊

       


    73. Joshua Lenning

      Thanks, John. Hopefully we get notice before our users start seeing the new name in the application (smile)

    74. John Wisdom

      Do we know what time today the self upgrade window for sandboxes will open? We are on a pretty tight schedule and need to get started ASAP. The app exchange still shows Summer 18 Patch 3.


      Thank you.

    75. Jennifer Schertz

       

    76. Bonnie Stevens

      We are having issues with the icons not showing in CMDB. They are showing blank page icons. Is there a fix for this?

      1. Punam Saxena

        Hi Bonnie Stevens,

        We need more information from you to effectively respond to your comment. If you are a BMC customer, please enter a ticket with Customer Support by clicking here.

        Regards,

        Punam

    77. John Manbodh

      Our automatic upgrade to 201901.140.13 for production completed by 9:45 AM ET this morning.  Was hoping for an earlier completion time as I have seen in the past where it completes before 7 AM ET. 

      It would be great to get some insight again on the timings and how a site is queued up for the upgrade if they are on automatic upgrade path.

    78. Amit Kenton

      Hi

      When will P2 be available?

      1. Ajit Shukla

        Hi Amit,

        Patch 2 is tentatively Planned for April 26th 2019. We will update the release Calendar as soon as we have a confirmation on above dates.

        Thanks,

        Ajit Shukla

        1. Amit Kenton

          Thanks Ajit!

    79. Jessica Hinkal

      Is there a time that Patch 2 will be available? As of 8:20 am ET, the app exchange still only has Patch 1 available.

      Thanks!

      1. Ajit Shukla

        Hi Jessica,

        Team is working on Updating the app exchange with the latest Winter 19 Patch 2. It should be available very soon.

        Regards,

        Ajit Shukla



    80. Bernhard Leitner

      Thanks - really looking forward to the new features! Since it is summer vacation time, would it be possible to extend the Sandbox self-upgrade window by one week? 

      1. Ajit Shukla

        Hi Bernhard,

        Thank you for your message. Since we have Salesforce Platform upgrades coming up, keeping that into consideration we had to accommodate Sandbox Self upgrade window to two weeks.

        Kind Regards,

        Ajit Shukla

    81. Michael Dela rosa

      Hi,


      Are BMC patches for upgrade are free for all BMC clients?.

    82. Ryan Montesano

      Hi Michael, yes. BMC remedyforce patches and upgrades are not an additional charge to your annual maintenance paid for your subscription to Remedyforce. 


      Thanks,

      ryan 

    83. Kyle Morse

      When will the Winter '20 release notes be available? The link still only has Summer '19 release notes. 

      1. Ryan Montesano

         

      2. Sirisha Dabiru

        Hi Kyle Morse


        We updated the documentation links in this topic. Check the Product documentation section.


        Regards,

        Sirisha

    84. Jessica Hinkal

      Hi,

      I have submitted a change request with our organization to do a production self upgrade of Winter '20 for this Saturday, 3/14/2020. Is Winter '20 no longer available from the app store? Is it just Winter '20 Patch 1 and only on/after 3/19/2020? I will need to notify my organization that I won't be performing the upgrade this weekend and will need to reschedule it. We always perform self-upgrades.

      Thank you!

      Jessica 

      1. Ajit Shukla

        Hi Jessica,

        Thank you for your message.

        Winter 20 will remain available on Appexchange through 3/19/2020, so you can upgrade to Winter 20 anytime before 3/19/2020. On March 19th we will update Appexchange with Winter 20 Patch 1, so if you upgrade on or after March 19th you will get Winter 20 Patch 1. Hope this answers your question. For more details please reach out to your Business Relationship Manager.

        Kind Regards,

        Ajit Shukla



    85. Jessica Hinkal

      Hello!

      I hope all is well or doing the best they can! I was wondering if the Known and corrected issues are available for Winter 20 Patch 1. I just see what is available for 20.20.01 and I'm believe that is just Winter 20. 


      Thank you!

      Jessica Hinkal

      University at Buffalo

    86. John Wisdom

      Could an update to this page be made once the patch is available for self upgrade? The decision to include the patch with the new release has significantly reduced our normal test to change process and I need to test the new patch asap in order to verify that we can meet our approved change window.


      Update at 2:45 PM CDT - Saw that it was available at started the upgrade.


      Thanks

    87. Dan Bontrager

      Please BMC, if you publish updates to this page announcing a patch or release and their dates, please make sure that the 'Release notes and notices' page is already updated with what is in the release or patch so your customers can see  if functionality they use is affected.  It is frustrating to see that a patch will be pushed to sandboxes in 2 weeks and we can't see what is in it yet; for organizations that need time to plan testing efforts, this hurts our ability to do so in a timely manner.  Thank you.

      1. Joshua Lenning

        Jennifer Schertz - Can you check when release notes for Patch 2 will be posted?  I agree with Dan that the Release Schedule and Release Notes should be updated the same day/time. 

    88. Annemarie Goyvaerts

      Patch is announced to be available tomorrow but content info is still not available... Makes it hard to prepare for testing. Thanks for sharing info a.s.a.p.

    89. Kyle Morse

      Can you please provide the patch notes for Winter '20 Patch 2? I see that we can now install the patch to the Sandbox and Production as a Self Upgrade however there are no release notes stating what is in the patch. As others have stated, we have to test and adhere to appropriate lead times in our Change Management process. 

    90. Punam Saxena

      Hi  John Wisdom, Dan Bontrager, Joshua Lenning, Annemarie Goyvaerts, Kyle Morse,


      Thanks for the feedback. We are considering a process change wherein we can provide a high level scope of the release or patch in advance of the GA date. We will keep you posted of the progress.


      Regards,

      Punam

      1. Joshua Lenning

        Thanks, Punam. When should this release be available in Appexchange today? Still showing LATEST RELEASE is 3/19/2020.

      2. Sirisha Dabiru

        Hi  John Wisdom, Dan Bontrager, Joshua Lenning, Annemarie Goyvaerts, Kyle Morse, 

        We have created a preview topic for Winter 20 Patch 3 and published it on 5th June. See the following update on this page:



        Regards,

        Sirisha

        Paresh Naik

        Punam Saxena

    91. John Wisdom

      Salesforce App Exchange displays message, "We are down for maintenance right now" since at least 1000 CDT Saturday, 4/25. Yet on the Trust site there is nothing about maintenance being in progress yesterday or today. I have created a case to Salesforce for this. Can we get a direct link to the patch so we can start testing?

      1. Jessica Hinkal

        I've confirmed with John. I am also getting this same error on both my sandbox and production instances.


        We are down for maintenance right now

        To continue providing you with the performance you expect from Salesforce, we're upgrading the infrastructure that supports the AppExchange and our communities. We look forward to seeing you tomorrow when we're back up and running.

        For the latest on planned maintenance, go to trust.salesforce.com.



    92. Jessica Hinkal

      Hi, Is there a way to view these comments from newest to oldest?

      Thanks!

      1. Sirisha Dabiru

        Hi Jessica Hinkal,

        There is no way to sort the comments.

        Regards,

        Sirisha

    93. John Wisdom

      Regarding the 'AppExchange - down for Maintenance' issue, we learned that this is a Classic vs Lightning behavior.  Salesforce support's most recent response to me was: 

      Regarding this concern, there's still some upgrades with the infrastructure from the backend that supports the AppExchange and our communities. So with this, it would be best to go to the AppExchange site (https://appexchange.salesforce.com/) and login.

      Or, you can also click the name of the app on the upper-right of your screen (still in Classic) and click "AppExchange" to browse and install an app.

    94. John Wisdom

      One last post on the AppExchange issue for those who want to stay informed on the status of this (from Salesforce):


      I am following up on this case about AppExchange in Classic. I received an update from our Tier 3 and they have considered this as a Known Issue:

      AppExchange Marketplace link in Classic interface shows error: We are down for maintenance right now
      https://success.salesforce.com/issues_view?title=appexchange-marketplace-link-in-classic-interface-shows-error-we-are-down-for-maintenance-right-now&Id=a1p3A000001SoQZ

      On the Known Issue page, kindly click the 'This Issue Affects me' so that you will receive real-time updates from our R&D regarding the said issue. 

    95. John Wisdom

      Is P3 going to be available for self upgrade yet today or do we need to wait for push to sandboxes tomorrow? 

      1. Benny Varghese

        Hi John,

        Winter20 Patch3 was supposed to be available in AppExchange yesterday (18Jun). But due to an outage, we were unable to update AppExchange. However, as planned, the automatic push to sandboxes is going on currently.

        As soon as the technical issue is resolved, the AppExchange would be updated. We apologize for any inconvenience caused.

        Thanks,

        Benny

    96. Annemarie Goyvaerts

      Patch2 is expected tomorrow but content seems not ready for publish?  Option 'Fixed in patch2' is not active yet - please update on expected content/fixes
      https://docs.bmc.com/docs/BMCHelixRemedyforce/202002/en/known-and-corrected-issues-942838188.html

      1. Sirisha Dabiru

        Hi Annemarie Goyvaerts,


        We published the Summer 20 Patch 2 documentation. Please check https://docs.bmc.com/docs/BMCHelixRemedyforce/202002/en/known-and-corrected-issues-942838188.html.


        Regards,

        Sirisha

    97. Joshua Lenning

      Looks like AppExchange doesn't have patch 3 yet? 

      https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000003GrDmEAK

      Package Name
      BMC Helix Remedyforce
      Version
      Summer 20 Patch 2 / 202002.79.37
      Listed On
      4/27/2010
      Latest Release
      9/17/2020

        

      1. Benny Varghese

        Hi Josh,

        I just checked and I can see the Summer20 Patch3 is (202002.79.81) available there.  When did you try ?   Are you clicking on the "Get it now" option ? Can you please try clearing cache ?

        Can you please try once more and let us know ?

        Thanks,

        Benny Varghese

        1. Joshua Lenning

          I just tested installing in sandbox and it correctly show new version is Patch 3. However, the appexchange page is not saying that.  It seems this is something that is not auto-updated when a new version is released.

          1. Benny Varghese

            Thanks Josh. Yes; there is an issue with the version mentioned. We are working with Salesforce to resolve that issue.

            The installation links are proper. You can go ahead and install Patch3.

          2. Sirisha Dabiru

            Hi Josh Lenning

            We added the following note on this page:

            Due to technical issues, AppExchange shows the Summer 20 Patch 2 version instead of Summer 20 Patch 3. However, when you click Get it Now, you are navigated to the latest version of BMC Helix Remedyforce.


            Regards,

            Sirisha

    98. Annemarie Goyvaerts

      What will be the content of the recently announced BMC Helix Remedyforce Summer '21 Patch 2 ?

      There is no mention of it (yet) on https://docs.bmc.com/docs/BMCHelixRemedyforce/202102/en/known-and-corrected-issues-1015292507.html

      1. Benny Varghese

        Hi Annemarie, 

        Thanks for asking this question.

        We publish the Release Notes on the day of the release.  However, we have started a process wherein we give a preview of the contents of the patch before the release date.  So we are planning to publish the preview for Summer21 Patch2 on Monday, 22-Nov-21.  We'll also update this (Release Schedules) page mentioning the same.

        Thanks,

        Benny Varghese

    99. Annemarie Goyvaerts

      What will be the content of the recently announced BMC Helix Remedyforce 2022.01 patch1

      There is no mention of it (yet) on https://docs.bmc.com/docs/BMCHelixRemedyforce/202201/en/release-notes-and-notices-1049117335.html

      1. Sirisha Dabiru

        Hi Annemarie Goyvaerts,

        We will be publishing the preview of BMC Helix Remedyforce 2022.01 patch1 this week. You can watch https://docs.bmc.com/docs/display/public/REMF/Release+schedules for updates.


        Regards,

        Sirisha


    100. Annemarie Goyvaerts

      What will be the content of the recently announced BMC Helix Remedyforce 2022.02 patch2 - BMC Helix Remedyforce Summer 22 Patch 2

      There is no mention of it (yet) on https://docs.bmc.com/docs//BMCHelixRemedyforce/202202/en/known-and-corrected-issues-1104102869.html


      1. Benny Varghese

        Hi Annemarie,

        Due to some changes introduced by Salesforce in the next release "Spring 23", certain features of Remedyforce may not operate as intended after the Salesforce platform upgrade, which is planned in February 2023.  This patch contains only the fix for this issue so that the Remedyforce product continue to operate as intended.  You may not observe any differences in the functionality of Remedyforce after the installation of this patch.  That is the reason this is not mentioned in the Corrected Issues section in Release Notes.

        Thanks,

        Benny Varghese

        1. Annemarie Goyvaerts

          Thanks for the prompt reply.  We have "Spring 23" on our sandbox but did not run into any issues for BMC Remedyforce so far - any thing specific we should be aware of during our current testing on that sandbox ?

          1. John Manbodh

            Same for our Sandbox as on "Spring '23 Patch 4.3".  I guess we can wait on the auto-update of Sandbox by BMC on 1/25 to test for issues before Production update on 1/27. 

          2. Benny Varghese

            Hi Annemarie and John,

            Thanks for your responses.  Salesforce has accepted this as a known issue and in the process of addressing this (so that a patch from BMC side may not be required).

            We'll keep you posted. 

            Thanks,

            Benny Varghese

    101. Dan Bontrager

      Benny, you said "certain features of Remedyforce may not operate as intended after the Salesforce platform upgrade." Can you just tell us here with a reply exactly what features you are talking about, how they are intended to operate, and how they operated for your team on Spring 23? It would help us as customers to have this information so we know what to be looking for as our sandboxes get Spring 23 installed as we can know if we are or are not affected. Thanks.

      1. Benny Varghese

        Hi Dan,

        Thanks for your response.  Salesforce has accepted this as a known issue and in the process of addressing this issue. By now, they have addressed most of the instances. You can check the status here : "Builds failing on preview sandboxes with the error komacic__<LWCComponent>.js after Spring '23 Major Release (salesforce.com)".

        "My Work Day" admin page (Remedyforce Administration > Application Settings > My Work Day) was not loading.  In our testing environment, it is resolved and the page is loading now.

        Thanks,

        Benny Varghese

        1. John Manbodh

          Hi BMC,


          Our Sandbox is still on Summer 22 Patch 1 as of 8 AM ET 1/25.  Did the dates change as we have an internal change management process to update?


          Thanks,

          John

          1. Benny Varghese

            Hi John,

            Summer 22 Patch 1 was the most recent package of Remedyforce that was released.  So, you are good there and the dates were not changed.

            As mentioned in the update summary above, we were planning to release Summer 22 Patch 2, which got cancelled as it is not required anymore.

            Thanks,

            Benny Varghese

    102. Annemarie Goyvaerts

      Will there be an EAP for the new Remedyforce Winter23 release ?

    103. Nikhil Deshpande

      No, we have stopped having EAPs for Remedyforce releases.

    104. Joshua Lenning

      AppExchange has the latest version listed as "Winter 23 / 202301.25.0". Is that mis-labeled or has 202301.28 not been loaded yet?

      1. Benny Varghese

        Hi Joshua,

        The AppExchange was loaded with the new package 202301.28; but the text was not correctly updated earlier.  It is updated now.  Sorry about the confusion.

        Thanks,

        Benny Varghese

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