Enabling new features in 20.17.01
After you have self-upgraded or BMC has automatically upgraded BMC Remedyforce in your organization, you must manually enable the new features in BMC Remedyforce 20.17.01 (Winter 17).
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).
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 20.16.01 (Summer 16). For more information, see Enabling new features in 20.15.03 .
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.
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.
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 | |||
Opt in | ||||
Opt in | ||||
Assign to me option for open Incidents and Service Requests on the Remedyforce Console | N/A | |||
Opt out | ||||
Opt out | ||||
N/A | ||||
N/A | ||||
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.
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for the UI changes.
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
- Navigate to Remedyforce Administration > Application Settings > Consoles.
- Under Individual View Settings, select the Enable highlighting of records in list view checkbox.
- Click Save; click OK.
To change the highlighted color
- Navigate to Remedyforce Administration > Application Settings > Consoles.
- Under Individual View Settings, ensure that the Enable highlighting of records in list view checkbox is selected.
- Click to open the color selector panel.
- Select the required color.
- Click Save; click OK.
For more information, see Configuring columns in a list view in the Remedyforce Console .
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
- Navigate to Remedyforce Administration > Application Settings > Consoles.
- Under General Console Settings, select the Enable Console View Customization checkbox.
- Click Save; click OK.
For more information, see Configuring columns in a list view in the Remedyforce Console .
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
- Navigate to Remedyforce Administration > Application Settings > Consoles.
- Under General Console Settings, clear the Display Salesforce Sidebar checkbox.
- Click Save; click OK.
For more configuration settings, see Configuring columns in a list view in the Remedyforce Console .
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for the Assign to me option.
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for SmartView.
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for displaying Activity Feed on the Remedyforce Console forms.
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for the type ahead functionality.
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
- Navigate to Remedyforce Administration > Application Settings > Global Search.
- Under Display Fields, select the Photo Data Field for the User Data Source.
- Click Save; click OK.
For more configuration settings, see Configuring Global Search settings .
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
Navigate to Setup > Create > Objects > Knowledge Article.
- Click Page Layouts.
- For the required page layout, under Action, click Edit.
- From the Fields tab, drag the Section field to the Knowledge Article Detail section.
- In the Section Properties window, rename the Section Name field value to Video Details.
- After making the required changes under the Layout and the Tab-key Order sections, click OK.
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.
- Click Save.
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 .
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 .
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.
Note
After upgrading to Winter 17, you do not have to perform additional post-upgrade steps for the SmartSync - BETA enhancements.
Changing the label BMC_BaseElement Name to Instance Name of the Physical Location class
To change the label BMC_BaseElement Name to Instance Name:
- Navigate to Remedyforce Administration > Configure CMDB 2.0 > List View Customization.
- Select the Physical Location class.
- Remove the Location Name field from the Selected Fields box.
- Select the Instance Name field from the Available Fields box and add it to the Selected Fields box.
- Click Save.
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