This documentation supports the 20.17.02 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Performing minimum post-upgrade procedures for 20.17.02

If you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you must perform a few minimum post-upgrade procedures after your organization is upgraded to version 20.17.02 (Summer 17) of BMC Remedyforce. However, if you are using out-of-the-box BMC Remedyforce permission sets to manage permissions for your users, you can skip these procedures.


For the complete list of new or updated profile-level permissions in the Summer 17 release, see 20.17.02 profile-level permissions. For the complete list of procedures that you must perform to enable new features that are delivered in the BMC Remedyforce Summer 17 release, see Enabling new features in 20.17.02 .

Adding attachments to emails sent from Remedyforce Console

After upgrading to the Summer 17 release, you must manually configure permissions to add attachments while sending emails from the Actions menu or Activity Feed in Remedyforce Console.

The following table lists the permissions that you must assign for Temporary Attachment object:

ServiceDesk Change ManagerRead, Edit, Create, Delete
ServiceDesk ClientRead, Edit, Create
ServiceDesk StaffRead, Edit, Create, Delete
System AdministratorRead, Edit, Create, Delete, View All, Modify All

Using Hyperlink formula fields in Remedyforce

After upgrading to the Summer 17 release, you must manually configure permissions to continue using hyperlink formula fields, such as Launch Console, Record#+, Collision, and Reply fields.

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

  1. Navigate to Setup > Manage Users > Profiles.
  2.  Click the System Administrator profile.
  3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
  4. In the Visualforce Page Access section, click Edit.
  5. From the Available Visualforce Pages list, select the BMCServiceDesk.ConsoleRedirect Visualforce page.

  6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

  7.  Click Save.
  8. Repeat from Step 2 to Step 7 for the following profiles:
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Configuring Salesforce File Settings to use the Attachment object

For new Salesforce organization in Winter 17, instead of the Attachment object, File object is used for attaching files. You must perform the following steps to continue using the Attachment object for accessing and viewing attachments.

  1. Navigate to Setup > Salesforce Files > Settings > General Settings.
  2. Select the Libraries in Salesforce Files and Skip triggers execution when deploying asset files check boxes.

Viewing parent tree for categories in Knowledge Articles

Perform the following steps, only if you are using the Salesforce Lightning Experience and you want to view category parent tree.

  1. Navigate to Setup > Create > Objects > Select Category.
  2. Select the Allow Search check box.
  3. In the Search Layout section, edit Search Results.
  4. Add Parent Tree in the Selected Fields box.
  5. Open Knowledge Article and click the Category lookup field or the Search for the Category field.
    The required parent tree is visible in the Category type ahead field.

Enabling addition of attachments in Activity Feed or Self Service 3.0

Perform the following steps to enable the addition of attachments in the Activity Feed or Self Service 3.0 for the following profiles:

  • ServiceDesk Client
  • ServiceDesk Staff
  • ServiceDesk Change Manager

To enable the addition of attachments:

  1. Open the Setup > Manage Users > Profile page.
  2. Select profile for which permissions are required to be updated and then click Edit.
  3. In the Administrative Permissions section, select API enabled.
  4. Click Save



Related topics

Self-upgrading by installing the managed package

Verifying the self-upgrade or automatic upgrade of your organization

Enabling new features in 20.17.02

20.17.02 enhancements

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