Note

 

This documentation supports the 20.17.02 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

BMC MyIT with Remedyforce - Frequently Asked Questions

You can use BMC MyIT with Remedyforce to provide clients an additional way to access self-service. BMC MyIT is a next-generation, self-service application for business users to connect with IT anywhere, anytime, on any device.

Intuitive self service enables clients to access resources and help faster. Clients have multiple ways to access self-service with BMC Remedyforce:

  • Remedyforce Self Service using a browser (that is, Remedyforce web console)
  • Remedyforce Self Service on Salesforce1 platform (newer capabilities and focus)
  • Remedyforce Self Service mobile application for iOS and Android (replaced by Salesforce1 in 2016)
  • BMC MyIT

With several self-service options available, you can choose any one of these methods based on your needs and preferences. The intent of this document is to highlight and compare the capabilities and differences across these options to help you make a more informed decision on your self-service direction.

Frequently asked questions

Following questions are based on Comparison and Direction, Solution Availability and Integration, Supported Versions and Environment, Key Features and Usage Scenarios, and Support and Services.

Comparison and Direction

 Does MyIT with Remedyforce provide the same capabilities as MyIT with Remedy?

No it does not. There are a number of differences between MyIT with Remedy vs. MyIT with Remedyforce. Below are highlights of the primary differences.

Note: If self-service is the primary focus, additional detail is given below on Remedyforce Self-Service capabilities which can be an alternative to MyIT and in many cases, support an organization's self-service needs.

MyIT Capability

Remedy

Remedyforce

Notes

Service Catalog

 

Incident Management

 

Knowledge Management

 

Formless Requests

 

Activity Feed

 

Profile, People, Groups, Campuses, Floors, Assets

 

Follow Services, Locations, Assets

 

Broadcasts (Global and Personalized)

 

Appointments

Limited

MyIT with Remedyforce does not integrate with Exchange to show a user’s available time.

Reservations

 

MyIT with Remedyforce does not integrate with Exchange to know the availability of resources. 

Service Health

Limited

Remedyforce currently has limited integration with TrueSight (one way to create the incident, no updates back into TrueSight from Remedyforce).

Approvals

Roadmap

Supported in MyIT 2.6, only available with Digital Workplace.

Virtual Agent

N/A

Virtual Agent is available for Remedy only.

Service Catalog Request – On Behalf Of

Under Consideration

Chatter

N/A

Limited

Posts from MyIT are posted to Chatter. Posts in Chatter are not posted to MyIT Social Feed.

AppZone

Supported in MyIT 2.6.

Rebranding

Please submit a ticket to MyIT Support to handle this configuration request.

 What is the difference between Remedyforce MyIT Self Service vs. MyIT Digital Workplace with AppZone? (Formerly MyIT Base vs. Premium)

The table below lists the functional differences between MyIT Self Service and MyIT Digital Workplace with AppZone (formerly known as Base vs. Premium) when integrated with Remedyforce. We are evaluating and prioritizing several differences in order to extend the value of the Digital Workplace option with Remedyforce.

MyIT Capability

MyIT Self Service (purchased separately)

MyIT Digital Workplace with AppZone

Notes

Service Catalog

 

Incident Management

 

Knowledge Management

 

Formless Requests

 

Activity Feed

 

Profile, People, Groups

 

Chatter

 

Broadcasts – Global

Broadcasts – Personalized

Only with Digital Workplace

Appointments

Limited

Appointments are supported, but MyIT with Remedyforce does not integrate with Exchange to identify a user’s available time.

Reservations

 

 

MyIT with Remedyforce does not integrate with Exchange to know the availability of resources.

Follow Services, Locations, Assets

Only with Digital Workplace

Service Health

Only with Digital Workplace

Limited

Remedyforce currently has limited integration with TrueSight (one way to create the incident, no updates back into TrueSight from Remedyforce).

Approvals

Only with Digital Workplace

Supported in MyIT 2.6.

Virtual Agent

Not Supported

Not supported

Virtual Agent is available with Remedy only.

AppZone

Only with Digital Workplace

Supported in MyIT 2.6.

Rebranding

Please submit a ticket to MyIT Support to handle this configuration request.

 What Self-Service capabilities does Remedyforce provide in addition to MyIT?

Remedyforce provides several native self-service options in addition to MyIT. 

  1. Remedyforce Self Service Mobile is a mobile application designed for end users to access Self Service Components of Remedyforce via a mobile device. This will be phased out and replaced by Remedyforce Self Service on Salesforce1. We will end support for this mobile app, targeting later next year and will provide notice 2 releases prior.
  2. Remedyforce Self Service Portal is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined below.
  3. Remedyforce Mobile for Self Service on Salesforce1 is our latest self-service option, introduced in the Summer 15 release. This new mobile app, which is running on the S1 mobile platform, provides an improved UI and is the app we are focusing on going forward. This mobile app will replace the Remedyforce Self Service Mobile app over the next few releases.

Please refer to the list and table below which compares MyIT to these additional and native Remedyforce self-service options.

Note: The Remedyforce portal and mobile apps are included in the Remedyforce Base offering. In many cases, an organization’s self-service needs are met with the native Remedyforce self-service capabilities. Remedyforce also provides a Salesforce1 mobile app for agents. This was not included in the comparison below because MyIT targets end users, not agents.

MyIT Capability

MyIT with Remedy

MyIT with Remedyforce (purchased separately)

Remedyforce

Self Service

Mobile App

Remedyforce Self-Service Portal

Remedyforce S1 Mobile App

(New in Summer 15)

Notes

Entitlements (end user)

100 Per ITSM Suite User license

100 per MyIT license

250 per Remedyforce license

250 per Remedyforce license

250 per Remedyforce license

 

Service Catalog

Roadmap

Incident Management

Limited / Roadmap

Summer 15 – Only creation of incidents, view incidents

Knowledge Management

Limited / Roadmap

Summer 15 – Support for OOTB knowledge article types

Formless Requests

 

 

 

Activity Feed

 

 

 

 

Profile, People, Groups, Campuses, Floors, Assets

 

 

 

Limited in MyIT with Remedyforce due to lack of Exchange integration to follow availability of users

Follow Services, Locations, Assets

 

 

 

 

Broadcasts (Global and Personalized)

 

Limited / Roadmap

Summer 15 – View broadcasts, cannot submit incidents from broadcasts

Appointments

Limited

 

 

 

MyIT with Remedyforce does not integrate with Exchange for user’s available time

Service Health

Limited

 

 

 

 

Reservations

Limited

 

 

 

MyIT with Remedyforce does not integrate with Exchange to know the availability of resources

Integration – TrueSight and Exchange

Limited

 

 

 

 

Approvals

With MyIT, only available with Digital Workplace

Virtual Agent

 

 

 

 

Virtual Agent is available with Remedy only

AppZone

 

 

 

Supported in MyIT 2.6

Service Catalog Request – On Behalf Of

 

 

Roadmap

 

Rebranding

 

Roadmap

Please submit a ticket to MyIT Support to handle this configuration request

Visibility into SR’s created outside of MyIT

 

 

 

 

 

Chatter

 

Limited

 

Posts from MyIT are posted to Chatter. Posts in Chatter are not posted to MyIT Social Feed.

Support for Lookup Fields

N/A

 

 
 What is the direction of Self-Service with Remedyforce?

Self-Service is a critical capability within Service Management. Remedyforce continues to enhance and expand the self-service capabilities. Because Remedyforce has a balance of BMC and Salesforce.com customers using MyIT and/or the native self-service console and mobile application, investments in both MyIT and Remedyforce will continue. The Remedyforce and MyIT teams continue to work together to evaluate, address the differences and introduce enhancements.

Solution Availability and Integration

 Is this solution generally available (GA)?

Yes. The latest versions as of today (October 25, 2015) are BMC Remedyforce 20.15.02 with BMC MyIT 2.6. Please refer to the latest supportability details on the BMC Remedyforce Supportability page.

 What are the use-cases supported in this version?

When using BMC MyIT with Remedyforce following are the key use-cases supported with this patch:

  • Remedyforce Service Request catalog seamlessly rendered in MyIT
    • Frequently occurring issues reported as problem requests through “I need something fixed” section of BMC MyIT
    • Common service requests requested through “I need something else” section of BMC MyIT
  • Service Requests submitted from MyIT logged in Remedyforce
  • Remedyforce knowledge articles searchable and accessible in MyIT
  • User appointments with IT staff booked through MyIT logged as incidents in Remedyforce
 How does this integration work?

BMC MyIT integrates with BMC Remedyforce to provide a unified, dedicated, and secure experience with an organization in Remedyforce mapped to an OnDemand tenant in MyIT.

All Remedyforce client users having Salesforce platform license can login to MyIT using the same credentials as they would in Remedyforce Self Service. User management for Remedyforce users such as clients, staff and Remedyforce admin can be continued to be done from within Remedyforce. They can use Remedyforce features based on their role and privileges. There are no changes to Salesforce user types or licenses. Similarly MyIT administrators need to be created and managed directly in MyIT for MyIT specific configuration and management.

Data created within a specific organization or tenant can only be accessed by users residing in that organization or tenant. This includes Remedyforce specific data such as service requests, knowledge articles, incidents, user data, etc., as well as MyIT related data such as calendars, appointments, quick picks, etc. MyIT integrates with Remedyforce (Salesforce) as a connected App to maintain confidentiality of information and access security. This provides a completely seamless and unified self-service experience to the user using MyIT to interact with the service desk.


Supported Versions and Environment

 What are the product versions certified to use MyIT with Remedyforce?
  • BMC Remedyforce 20.14.01.044.042 (Winter 14 Patch 3) and higher
  • BMC MyIT 2.0.01 (Service Pack 1) and higher
  • BMC MyIT app version 2.0.01 (on iOS 7 and later) and higher 
 Is MyIT on-premise supported with Remedyforce?

No.

 Where is the BMC OnDemand Data Centers for MyIT located?

Currently MyIT with Remedyforce is available via the OnDemand Data Center in North America. Additional Data Centers will be considered based upon demand.

 What Remedyforce organization types are supported with BMC MyIT?

BMC Remedyforce Production and sandbox organizations are supported to work with BMC MyIT.

 Do I need to change the process to apply Remedyforce patches or updates?

No. Remedyforce patches (and subsequent updates) can be applied to a sandbox organization as usual where you can use your sandbox environments to validate there are no failures, etc. and then roll the patch or update to production.

Key Features and Usage Scenarios

 Can some users continue with Remedyforce self-service with others using MyIT?

Yes. Clients have multiple ways to access self-service with BMC Remedyforce:

  • Self Service in a browser
  • Self Service mobile application
  • BMC MyIT

With a selection of self service options available, you can choose any of these methods to access self-service based on your needs and preference. It is not an “either/or” decision.

 Is any specific mobility configuration required to use SRD’s in Remedyforce with MyIT?

Yes. SRDs in Remedyforce need to be enabled for mobile in self-service to use with MyIT. For detailed procedures on using MyIT with Remedyforce, please refer to the BMC Remedyforce Help

 Can Service Requests with conditional questions be used in MyIT?

To some extend service requests with conditional questions can be used in MyIT. For SRD’s with conditional questions to be successfully accessed using MyIT, use only one condition with the operator value as “=”. Any additional conditions or other operators will not be evaluated and their usage is currently not supported.

 What are the knowledge sources available when Remedyforce is used with MyIT?

Knowledge articles from Remedyforce are supported and can be used with MyIT.

 Will users need to provide security tokens or whitelist IP addresses to use this?

No. However, administrators can manage the access to the MyIT app in the following ways:

  1. Specify whether users can self-authorize themselves (default) or admin controls who can connect
  2. Enforce IP Restriction (from which IP range users can connect)
  3. Set Refresh Token policy
 I am using SSO or delegated authentication with Remedyforce. Will MyIT work in that environment?

Yes. MyIT integrated with Remedyforce as a connected app and does not require any change to existing SSO or delegated authentication that may be set up.

 Does this mean that if it is configured via OneLogin or Okta; that will work too?

Yes. SSO configured via OneLogin, Okta or any other partner or native configuration would still work. Users with Salesforce platform licenses can access it the same way.

 I am a managed service provider and support multiple customers from one Remedyforce environment. Will MyIT work here?

Yes. MyIT will work in this environment for clients to report issues or submit requests. This release does not support submitting requests “on behalf of” clients; these will need to be done by the clients directly.

 Is there a way to identify if Remedyforce is being used with MyIT?

Yes. For incidents created through MyIT, the source is set as Self Service.

Support and Services

 Where do I go for support for MyIT with Remedyforce?

If you are using MyIT with Remedyforce, current mechanisms to contact Remedyforce support (via self-service, email or phone) can be used for this as well. Do ensure to include adequate details on the query or issue so that the case can be effectively diagnosed and addressed in the relevant areas (for example, Remedyforce, MyIT).

 Does MyIT implementation require services? Who do I contact?

The standard steps required for configuring MyIT with Remedyforce are included in the product documentation. Please refer to the BMC Remedyforce Administrator’s Guide on using BMC MyIT with BMC Remedyforce. For additional help with configuring or customization of your MyIT environment, contact BMC Global Services team.

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