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Release notes and notices
updated 10 Sep

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
June 4, 201920.19.01.140.114: Patch 3 for version 20.19.01

The following update has been made in Patch 3 of BMC Helix Remedyforce 20.19.01.

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

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.19.01 patch 3 sandbox testing guidelines.

April 26, 201920.19.01.140.67: Patch 2 for version 20.19.01

The following update has been made in Patch 2 of BMC Helix Remedyforce 20.19.01.

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

Testing guidelines: For information about the testing guidelines, see BMC Helix Remedyforce 20.19.01 patch 2 sandbox testing guidelines.

March 13, 2019

20.19.01.140.13: Patch 1 for version 20.19.01

The following update has been made in Patch 1 of BMC Helix Remedyforce 20.19.01.

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

February 11, 2019

20.19.01 enhancements
  • Remedyforce Console enhancements
    • Column filtering in Remedyforce Console
  • Service Target reporting and Service Level Agreement dashboard
    • Service Target reporting

    • Service Level Agreement dashboard for incidents and service requests

  • CMDB enhancements
    • Column filtering in Remedyforce CMDB
    • Enhanced user interface
    • Enhanced user interface for CMDB Instance Editor 
    • Support for BMC Helix Discovery
  • Self Service 3.0 enhancements
    • Configuring ticket layouts for creating and viewing tickets
    • Allowing multiple approval feature for the records
    • Identifying the incident source for Self Service Mobile application
    • Saving service request as draft
    • Alternative way of displaying broadcast
    • Manage Approvals
      • Show approval history details for pending approvals

      • Show approvals for only Remedyforce objects

      • Enable record access from approval list

  • Remedyforce Value Adoption Dashboard
    • Unlocking badges and sharing them on social media
  • Others
    • Addional chart options in QuickViews
    • Removal of JavaScript from Remedyforce buttons
    • View your organization performance against benchmarks
    • Support for BCM versions built on Java 11 and onwards
    • Integrating Remedyforce with BMC Helix Chatbot
    • Chat with a Remedyforce Support agent


Tips

 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 



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: October 11, 2019

Update summary: Added dates for BMC Helix Remedyforce Summer 19 Patch 2 (20.19.02.99.41) sandbox and production self and automatic upgrade.

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Product documentation

To access documentation for the Summer 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 Summer '19 Patch 2 - Sandbox and Production Self and Automatic Upgrade

Oct 11 - Oct 17Oct 18Oct 19 - Oct 24Oct 25
BMC Helix Remedyforce Summer '19 Patch 2 Sandbox Self Upgrade Window
BMC Helix Remedyforce Summer '19 Patch 2 Sandbox Automatic Upgrade


BMC Helix Remedyforce Summer '19 Patch 2 Production Self Upgrade Window

BMC Helix Remedyforce Summer '19 Patch 2 Production Automatic Upgrade

BMC Helix Remedyforce Discovery (12.9) - Sandbox and Production Automatic Upgrade

Sept 17Oct 15
BMC Helix Remedyforce Discovery (12.9) Pre Production Automatic Upgrade
BMC Helix Remedyforce Discovery (12.9) Production Automatic Upgrade



 

BMC Remedyforce videos
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