Note

 

This documentation supports the 20.18.02 version of Remedyforce.

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


Release notes and notices
updated 13 May

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, and patches. To view information about the self and auto upgrade push dates for the latest release, see Release schedules .

Date

Title

Summary
November 23, 201820.18.02.73.175: Patch 3 for version 20.18.02

The following update has been made in Patch 3 of BMC Remedyforce 20.18.02.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

September 27, 201820.18.02.73.101: Patch 2 for version 20.18.02

The following update has been made in Patch 2 of BMC Remedyforce 20.18.02.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

July 31, 201820.18.02.73.21: Patch 1 for version 20.18.02

The following update has been made in Patch 1 of BMC Remedyforce 20.18.02.

Corrected issues: For information about issues corrected in this patch, see Known and corrected issues.

June 1, 201820.18.02 enhancements
  • Self Service 3.0 enhancements
    • Lookup filter to show CIs and assets linked to a client or client's account during ticket submission
    • Downloading and saving records from View in My Activity
    • Superbox for search
    • Smart Suggestions
  • Remedyforce Console enhancements
    • Displaying multiple list views and pinning a view
    • Activity Feed email enhancements
    • Restricting access to records for which the user is the client
  • Other enhancements
    • Extending the Multiple Page Layout feature
    • Logical grouping of conditions in service level agreements

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Related topics

Known and corrected issues

Supported browsers, mobile devices, and integrations

Supported languages and locales

Support information



Getting started

 

Key concepts >

Planning

 

User permissions, supported browsers, mobile devices, integrations, and localized versions.

Installing

 

Information about installing the product.

Upgrading

 

Self-upgrade and automatic upgrade, post-upgrade procedures, and enabling new features.

Troubleshooting

 

Issues resolution, error messages, and contacting support.

Using

 

Interface descriptions, using the product.

Administering

 

Interface descriptions, using the product.

Integrating

 

Integrations with other products.

Post-upgrade procedures repository

This section is a repository of the post-upgrade procedures that you must perform after your organization is upgraded to the latest version of BMC Remedyforce. You must perform these procedures after each upgrade and for both self-upgrade and automatic upgrade.

If you are using BMC Remedyforce permission sets to manage permissions for your users, you only have to enable new features. However, if you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you might also have to manually configure the updated profile-level permissions in a release. For information about configuring profile-level permissions and the conditions in which you must manually configure these permissions, see Configuring profile-level permissions for new features.

If you are upgrading from a few releases prior to the latest release, you must enable new features and configure the updated profile-level permissions in each interim release. BMC recommends that you first enable new features and update profile-level permissions in the release that immediately follows your current release. You can then enable features in each subsequent release until the latest release. For example, if you are upgrading from version 20.14.01 to 20.15.01 (Winter 15), you must first enable new features and update profile-level permissions in version 20.14.02, and then enable the new features and update profile-level permissions in version 20.15.01.

To confirm whether you have performed the post-upgrade procedures for previous releases, you can review the following table and verify the set of procedures for each release to which you have previously upgraded. The table links to topics that list the updated profile-level permissions and provides information about enabling new features in each release of BMC Remedyforce.

Note

After the automatic upgrade to the latest version, Salesforce sets the Running User of the BMC Remedyforce dashboards to BMC Remedyforce. Because of this issue, an error message is displayed when users access these dashboards. To enable users to view the dashboards, you must configure the appropriate user as the Running User after the automatic upgrade. For more information, see Configuring the Running User of dashboards in BMC Remedyforce.




Release schedules

This topic provides the upgrade schedules for the listed BMC Helix Remedyforce release version and its patches.

Last updated: June 24th, 2019

Update summary: Added dates for BMC Helix Remedyforce Winter 19 Patch 3 sandbox and production self and automatic upgrade. 

Update summary: Added dates for BMC Helix Remedyforce Discovery (12.8 Patch 3) sandbox and production automatic upgrade.

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Product documentation

To access documentation for the Winter 19 release of BMC Helix Remedyforce, click the following links:

Documentation Home | Release notes and notices | Upgrading | Upgrade FAQs

BMC Helix Remedyforce Hybrid Upgrade/Patch Schedule

All dates and times listed are Eastern time (New York, USA)

  • Remedyforce customers should refer to the Salesforce Trust website for any scheduled platform maintenance dates that may conflict with a Self Upgrade plan.
  • Remedyforce Self Upgrading will upgrade and patch your ORG to the latest version available on the date that you Self Upgrade. If a patch is released after your Self Upgrade date, your ORG will be patched to the latest version on the Automatic Patch dates unless you again Self Upgrade to the latest patch release.
  • Remedyforce Automatic Upgrade dates only apply to ORGs running the latest major patched version of Remedyforce.

BMC Helix Remedyforce Winter '19 Patch 3 - Sandbox and Production Self and Automatic Upgrade

June 4 - June 20June 21June 22 - June 27June 28
BMC Helix Remedyforce Winter '19 Patch 3 Sandbox Self Upgrade Window
BMC Helix Remedyforce Winter '19 Patch 3 Sandbox Automatic Upgrade


BMC Helix Remedyforce Winter '19 Patch 3 Production Self Upgrade Window

BMC Helix Remedyforce Winter '19 Patch 3 Production Automatic Upgrade

BMC Helix Remedyforce Discovery (12.8 Patch 3)- Sandbox and Production Automatic Upgrade

June 28July 5
BMC Helix Remedyforce Discovery (12.8 Patch 3) Pre-Production Automatic Upgrade


BMC Helix Remedyforce Discovery (12.8 Patch 3) Production Automatic Upgrade

Note

Salesforce will be performing their Summer '19 Platform Upgrade starting June 4th through June 15th, therefore Winter '19 Patch 3 Sandbox Upgrades will be pushed on June 21st and Production Upgrades on June 28th. Please contact your Business Relationship Manager in case of any questions or concerns.



 

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Comments

  1. Amit Kenton

    Hi Any update on Patch 3 release dates yet? Thanks

    Oct 28, 2018 03:01
    1. Punam Saxena

      Hi, As of now, the planned date for patch 3 release is 21st November.

      Regards, Punam

      Oct 29, 2018 01:24