BMC Helix Remedyforce 20.20.02 Patch 3 sandbox testing guidelines
BMC Helix Remedyforce 20.20.02 (Summer 20) Patch 3 contains a few defect fixes to improve the product quality. It is recommended that if you choose to self-upgrade, then first upgrade and test in your sandbox organization before pushing 20.20.02 Patch 3 to your production organization.
This document provides testing recommendations related to defect fixes addressed in the BMC Helix Remedyforce 20.20.02 Patch 3 release. Note that these guidelines might not cover all customizations or configurations that are specific to your organization. Hence, it is recommended that this document be used as a reference for understanding the possible product areas which might have undergone changes. Partners and customers are expected to not limit their validations to the ones mentioned in this documentation. They should also execute their test suites to ensure all the use cases important to their business continue to work as expected.
For more information on the release details, refer to the BMC Helix Remedyforce 20.20.02 Patch 3 release notes.
For more information about the testing guidelines, refer to the following table:
Product Area / Feature | Sub Feature | Recommended Validation | Defect description for reference |
---|---|---|---|
Remedyforce Administration | Account CI Link |
| DRSKW-107558 - Failed to view or search CIs linked to an account. Error Apex heap size. |
Smart Sync | Verify the following functionality:
| DRSKW-107259 - SmartSync not available in a sandbox | |
Service Request Definition | Verify the following functionality:
| DRSKW-107708 - Unable to open any SRD after Summer 20 release and getting time limit exceeded error. | |
Service Request Definition | While creating or editing a request definition, verify the following functionality:
| DRSKW-107557 - When Request Input is cloned (From list or form), Response Type dropdown should be editable. Before save, user should be able to change response type. | |
Service Request Definition | In Remedyforce Administration > Configure Application > Request Definitions, verify that after creating or editing a request input, when you click Save, you are navigated to the request inputs list . | DRSKW-107497 - In Request Definition, on saving Request Input, user need to explicitly click on cancel button after saving the input field to move back to Inputs list. | |
Service Request Definition | Verify the following while creating or editing service request definitions:
| DRSKW-106887 - Deafault value and order of the picklist/radio buttons is not saved correctly on SRD UI when new input field is created of type picklist/multipicklist or radio button. | |
Chrome cookie | Verify that the links with a + sign on the Remedyforce Administration tab open the correct pages in the Lightning and Classic environments. | DRSKW-107565 - Redirection issue when accessing RF Admin > Manage Users > Add Edit Users | |
Remedyforce Console | Service Level Agreements | Verify the following functionality:
| DRSKW-107253 - Service Target Elapsed time not matching in record and on report |
Service Level Management | Verify the following functionality:
| DRSKW-106515 - Time remaining is not showing correct value as Target end date showing wrong value, if the holidays are falling in-between a running SLT. DRSKW-107493 - Incorrect elapse time is getting displayed on SLA pop-up window if SLT is resumed after a month. | |
Change Request | Verify that a collision in a change request works as expected and the following fields display correct values:
| DRSKW-107494 - Review Date in Change Request is messing with Closed Date and State | |
Files and attachments | If multiple versions of a file or an attachment are added to a record, verify that the latest version of the file or the attachment is displayed correctly on the following pages:
| DRSKW-107515 - Salesforce Attach/View Files Behavior | |
Incident update history | Verify that the record update history shows correct information with correct count whenever a record gets updated. Records can be updated manually, through a workflow, flow, and the process builder. | DRSKW-107496 - Record update count is depreciating | |
Incident through Email | Verify the following for incidents that are created through emails:
| DRSKW-107545 - Queue Assignment with Template is getting override to the default Queue. | |
Incident and Configuration Item/Asset | On incident form, verify that the list view of the Configuration Item/Asset lookup pop-up window displays the classes as per the class type selected from the Filter by dropdown list. | DRSKW-107252 -List view of Configuration Item/Asset look up on Incident form does not honor list view for selected class type from class filter if value for Configuration Item/Asset lookup is pre-exists. | |
My Dashboard & Quick Views | Verify that Shared QuickViews and the QuickViews that are created by a logged-in user are displayed in the alphabetical order in My Dashboard. Verify that the QuickView records per page are retained as configured by a user. | DRSKW-107589 - Ability alphabetize "Shared Quickviews" in "My Dashboard" in "Remedyforce Console" | |
Service Request | Verify that you can create service requests and all request inputs provided in service requests are displayed as expected. For example, the text in the Text Area field is displayed in the correct format. | DRSKW-107624 - [REG] Formatted text in a TextArea type field(Created in SRD) is not visible properly for completed SR in RF Console. | |
My Work Day | Verify that the configured My Work Day cards are displayed correctly and Card Description is readable in all languages that are supported by BMC Helix Remedyforce. | DRSKW-107418 - My Work Day definitions in Hebrew | |
List view | Due to the security enhancements, verify that your use cases related to following features work as expected:
| DRSKW-107590 - Security scan - SOQL SOSL Injection result ConsoleComponentController.cls ( Summer 20 Patch 3 security scan ) | |
List views | Verify that the auto refresh for list views and My Work Day works as expected. | DRSKW-107496 - Remedyforce Console Autorefresh is not working | |
Mobile Application | Self Service on iOS and Android | Verify the following functionality:
| DRSKW-107687 - Not able to scroll up and down on Remedyforce Mobile On iOS14 |
Self Service 3.0 Mobile Application | Manage Approvals |
| DRSKW-106839 - 'Manage Approvals' on Self Service shows API error "entity is not api accessible", when SF Objects's(PartnerFundReques) records are submitted for approval. |
CMDB | Link Incident to CI | Verify the following functionality:
| DRSKW-107630 - 'Link Incident' is not filtering Service request when trying to link an Incident in CMDB. |
Migration | Service Request Definition | Verify that service request definitions are migrated correctly to a production organization along with fulfillment mappings. | DRSKW-107566 - Service Request is migrated to Production but an issue is encountered with the Fulfillment Mapping, which as an insert failure |
Reports | KBA linked with CI | Verify that OOTB and custom reports are available and provide correct information as expected. Verify that you can create or modify reports as per your requirements. | DRSKW-106838 - Need to provide OOTB Report Type for KBAs with linked CI |
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