This topic provides information about the following enhancements that are provided in the BMC Remedyforce product in this release:
Self Service 3.0 enhancements
Icons on pending approvals
Starting from this release, approval requests are not represented using only a single icon. Different icons will be used based on the type of record for which the approval request is created. For example, there will be different icons for incidents, service requests, and custom objects. Icons that will be used for incidents and service requests are identical to the icons used on My Activity. All other records, such as change requests and tasks are represented by a generic icon.
Dependent picklist for incidents
Self Service 3.0 now supports dependent picklists for incidents and service requests. Based on the value that a user selects in a controlling picklist; Self Service displays respective values in the drop down of its dependent picklist.
For more information, see Customizing Self Service forms.
Lookup fields show additional information for a typeahead text
For selecting a value in the lookup field users required additional information. For example, to enter a Release Number, it is often necessary to view attributes of Releases such as description so as to select the most appropriate value. Starting from this release, lookup fields can be configured to show this additional information for the typeahead text. Administrators can configure the number of fields to be shown in the additional information. For more information, see General Settings for Self Service.
Category lookup field displays categories in a hierarchy
For the Category lookup field, when a category is searched, an inline box is provided that shows the search result in a hierarchical tree view format. If multiple parent categories match with the search text, all parent categories are displayed with their immediate children. The tree structure can be traversed inside the inline box. When the required category is selected, it is copied from the inline box to the category input text field and the inline box is closed. For more information, see Using Self Service 3.0.
Configurable client profile
Administrators can now configure settings to allow clients to edit their profile in Self Service 3.0. Clients can also upload their profile picture in Self Service 3.0. For more information, see Customizing My Profile page.
Self Help articles
Until the last release, the Self Help articles were displayed directly on the Home page without categories and only in the order of popularity. Starting from this release, administrators can make configurations to display the Self Help articles under categories and sort the list based on the title of the articles. You can view the articles in the full screen mode. In addition to this, breadcrumb trail of the categories is also displayed as a user navigates through the category tree. For more information, see Displaying knowledge articles segregated by categories.
Segregation of Service Catalog by Categories and SRDs
Until the last release, if a category was selected from the service catalog, the page displayed the child categories along with the SRDs associated with that category, which looked cluttered. Also, when a category was selected, it was not shown how far in the category tree the selected category exists, that is, the clients could not tell on which level of the category tree they are currently in.
Starting from this release, clients can view SRDs associated with the selected category without the child categories being displayed in the same view. Also, a bread crumb trail for categories is provided so that the client can tell how far they have drilled down in the category tree. For more information, see Using Self Service 3.0.
View My Assets
Starting this release, clients can view and submit tickets for the CIs or assets that are assigned to them. In addition, clients can view and filter the related tickets for the CIs and assets. For more information, see Using Self Service 3.0 and Configuring settings for CIs and assets view.
Approval or rejection action
A new window is displayed when the user clicks Approval or Rejection on the Manage Approval page. A record number is also displayed in the window. Also, the records are grouped and sorted based on the date submitted.
Enhanced integration with BMC Discovery
With the enhanced integration between Remedyforce and BMC Discovery, devices, components, services and relationships that are discovered in BMC Discovery can be automatically imported into and synchronized with Remedyforce CMDB. This integration no longer requires Pentaho. The configuration is done within the solutions and the data mappings and transfers are achieved with APIs. For more information about the enhanced integration, see Integrating Remedyforce with BMC Discovery.
List view customization
Starting from this release, the list view of the Relationship tab can be customized. A new out-of-the-box Base Relationship list view is added that can be customized to include columns as per the requirements. A new field set, Column Headers, is added to the Base Relationship object that contains the fields that will be available in the Base Relationship list view. For more information, see Customizing CMDB list views in CMDB.
Filters to view active or inactive records
Until the last release, all records, whether they were marked as deleted or not, were shown in the Remedyforce CMDB list view. Starting from this release, the records that are marked as deleted are not shown by default in the Remedyforce CMDB list view. Instead, a configurable setting is provided in the Views drop-down menu to include the records that are marked as deleted in the list view. The setting is available under the Views drop-down menu of the Remedyforce CMDB tab, Multi Instances Edit page, and the Relationships tab of an instance. For more information about the setting, see Overview of the Remedyforce CMDB tab.
Mass edit of CMDB records
Until the last release, multiple records were edited through the Multiple Instance Editor, but users had to select individual cells for editing. From this release, users will be able to select multiple rows and update them at one go. With the mass edit mode feature, users can select fields, assign values to these fields, and update all the selected records with the same value. For more information about mass edit mode, see Editing multiple configuration items and assets
Addition of OR filter logic for Rule Based Asset class
Until the previous release, while creating a filter logic for a Rule Based Asset (RBA) class, the same field could not be added more than once as only the AND condition was supported. Starting from this release, the OR condition is also supported so that the same field can be added to a criteria multiple times in the RBA class filter logic. For more information about addition of OR condition, see Adding, deleting, and updating CMDB classes.
Support for knowledge articles
Starting from this release, accounts can be managed to access knowledge articles and link CI and services to knowledge articles. For more information see, Setting up Remedyforce features in Lightning Experience.
Support for Files object to upload an attachment
Starting from this release, Remedyforce will support the Salesforce Files object for attaching files up to 2 GB in the Lightning Experience and Salesforce Classic. However, Remedyforce will continue to support the Attachment object for Classic version and a mix of both File and Attachment objects as required by some organizations. In addition, the Salesforce Files object is not supported in Self Service 2.0.
For more information, see Performing minimum post-upgrade procedures for 20.18.01.
Support for other features
In this release, some known issues related to various features of Remedyforce are fixed so as to support Remedyforce on Lightning and provide a similar experience as Classic. Issues related to following features have been fixed to provide an experience similar to Classic:
- Knowledge articles
- Self Service 3.0
- Remedyforce Workspaces tab
- Remedyforce Administration tab
- Remedyforce CMDB
- Remedyforce Console tab
- Getting Started
- Remedyforce Marketplace
- Remedyforce Service Health
- Remedyforce Dashboard
Starting from this release, administrators can add a widget on community pages that can be used to submit a ticket, request a service, and to view self help articles to Remedyforce. Users will have a similar experience as Self Service 3.0. For more information, see Configuring Lightning Components.
Setting to skip trigger execution for custom process builders
Insert or update performed through a customized process builder causes Remedyforce triggers to get executed. With multiple such processes, triggers get called multiple times resulting in SOQL 101 error. Staring from this release, a Skip_RF_Trigger_Execution flag is introduced which is available for Incident, Task, and Change Request objects. This flag can be used with process builders to skip any trigger execution for that process builder. For more information about skipping the trigger execution, see Skipping trigger execution for process builders.
Multiple layout types for profiles
Starting from this release, administrators can configure multiple console layouts for Incidents & Tasks and assign them to different profiles, restrict categories and templates available for each layout, and for each profile provide permission to edit the layout. With this feature, staff can create or view tasks and incidents using any of the assigned console layouts, select categories and templates available for a particular layout, and edit the layout if the administrator provides editing permission for layouts for their profile. For more information about assigning multiple layouts to profile, see Enabling multiple layouts
Remedyforce Utilization - BETA
Remedyforce Utilization provides an overall score of how your Remedyforce processes are configured. It helps you in finding available features and options that you can configure or enable to maximize the value you can achieve from your Remedyforce implementation. Along with that, it also guides you through some of the best practices for using Remedyforce. You can earn points in every step which contributes towards the overall utilization score. For more information about how to us this feature, see Remedyforce Utilization - BETA.
Change in user input display for Service Requests
Until the last release, when a service request was submitted and a user was selected in a lookup input field, the username was displayed and saved in the service request. However, there was no consistency in displaying and saving the username.
Starting from this release, the saved value depends on the Self Service version deployed in your organization. If you are using Self Service 2.0, the user input field displays the username and in case of Self Service 3.0, the user input field displays the name of the user.
This change is applicable to service request form in Remedyforce Console, Self Service 2.0, and Self Service 3.0. This change will not impact the existing records or the clones created from the earlier records.