Overview of the upgrade processes
To use the latest and best features of BMC Helix Remedyforce, you must upgrade to the latest version. To give you a seamless experience of an upgrade, all features of a new release are not automatically enabled. You can go through the list of the new features of a release and decide which features you want to enable.
Based on your organization's needs, you choose one of the following upgrade process:
- Self-upgrade process—Install the latest package from Salesforce AppExchange. This option provides you the highest level of flexibility and control of your upgrade, and requires no intervention from BMC. The option to self-upgrade your organization is available only until the scheduled dates for the automatic upgrade by BMC. For information about the dates on which BMC automatically upgrades sandbox and production organizations, see Release schedules.
Automatic upgrade process—BMC performs the upgrade for you only during the specified dates (different dates for sandbox and production organizations). For information about the dates on which BMC automatically upgrades your Salesforce organizations, see Release schedules. Before the scheduled automatic upgrade, BMC recommends that you review information about items that are not upgraded. The automatic upgrade process upgrades only the out-of-the-box permission sets provided by BMC Helix Remedyforce.
The automatic upgrade process does not upgrade any permission sets that are cloned from the out-of-the-box BMC Helix Remedyforce permission sets.
The following figure explains the upgrade process:
If you do not self-upgrade your Salesforce organization prior to the scheduled dates for the automatic upgrade, BMC will automatically upgrade your organization. If you are upgrading from 20.15.02 and its patches or earlier, you must contact BMC Support or your Customer Success Manager and discuss your options.
After you upgrade to the latest release version of BMC Helix Remedyforce, patches of the version are automatically pushed to your organization. For more information about the updates made or issues resolved in a patch, see Release notes and notices.
Where to go from here
The following table provides information about the actions that you must perform after verifying that your organization has been successfully upgraded to the latest version.
|Access control method used||Action||Reference|
(For self-upgrade only) You have configured the correct access level for profiles in your Salesforce.com organization (in the Install BMC Remedyforce - IT Help Desk section of the Package Installer wizard.)
|You have assigned out-of-the-box BMC Helix Remedyforce permission sets to your users.||Enable new features in this release.||Enabling new features in 20.19.01|
|You have assigned custom permission sets to your users.|
Update permission sets permissions manually.
Enable new features in this release.
|You have assigned out-of-the-box BMC Helix Remedyforce profiles to your users.|
|You have assigned custom profiles to your users.|
If you are using profiles instead of permission sets to manage permissions for users, BMC strongly recommends that you start using BMC Helix Remedyforce permission sets. You can assign multiple permission sets to your users to control the accessibility of BMC Helix Remedyforce.
You have to assign the permission sets to your users only once. The next time a major release is automatically pushed to your organization, these permission sets are automatically updated. Moving to permissions sets will ensure that the automatic upgrade process is simplified and requires minimal manual post-upgrade configuration.