20.15.03 enhancements


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The following topics contain information about enhancements in version 20.15.03 (Summer 15) of the BMC Remedyforce product.

BMC Remedyforce CMDB enhancements

The following video (12:18) explains the enhancements made to BMC Remedyforce CMDB 2.0.

icon-play.png https://youtu.be/ZoBhe_pqSB0

BMC Remedyforce CMDB 2.0 has been enhanced with many new capabilities, including the ability to store and manage IT assets along with configuration items (CIs). For information about enhancements related to asset management, see New IT asset management capability in BMC Remedyforce CMDB.

The following table describes the new BMC Remedyforce CMDB 2.0 enhancements included in BMC Remedyforce 20.15.03. These capabilities are available for both IT asset management and CI management.

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New IT asset management capability in BMC Remedyforce CMDB

The following video (7:40) explains the new IT asset management capability in BMC Remedyforce CMDB 2.0.

icon-play.png https://youtu.be/C5GcBvipMeY

BMC Remedyforce CMDB capabilities have been expanded in BMC Remedyforce 20.15.03 to include IT asset management. IT asset management entails collecting inventory, financial, and contractual data to manage an IT asset through its lifecycle.

In BMC Remedyforce 20.15.03, the existing framework of BMC Remedyforce CMDB has been leveraged to deliver the IT asset management capability. A CMDB instance now represents a record in the BMC Remedyforce CMDB, which can be classified as a CI, asset, or both. Based on your requirements, you can now use BMC Remedyforce CMDB to manage only assets, only CIs, or both. For more information, see BMC-Remedyforce-CMDB-2-0-architecture.

In a new installation, IT asset management is enabled by default. If you are upgrading to BMC Remedyforce 20.15.03, you must manually enable asset management.

Note

If you are upgrading to version 20.15.03 (Summer 15) and your CMDB is already populated with CIs, you can leverage the existing data and define rules about what are CIs, assets, or both. Existing integrations with other products are not impacted but are enhanced with the automated asset classification. When data is imported, predefined rules are run and assets are dynamically created.

The following table describes the enhancements in this release to support the new IT asset management capability in BMC Remedyforce CMDB:

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Knowledge article enhancements

The following video (1:16) explains the general enhancements made to knowledge articles.

icon-play.png https://youtu.be/1-Absp1M5R4

The following table lists the enhancements made to the knowledge articles module:

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Remedyforce Console enhancements

The following video (2:10) explains the enhancements made to the Remedyforce Console.

icon-play.png https://youtu.be/DeByQylQrBY

The following table lists the enhancements made to the Remedyforce Console tab:

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SmartViews for Remedyforce Console - BETA

SmartViews provide you a graphical representation of linked records. For example, incidents, problems, change requests, and tasks linked to an incident record are shown graphically. For more information, see Configuring-SmartViews-BETA.

Note

This is a beta version that is production quality, but has known limitations.

The following figure displays the SmartView of an incident and its linked records:

smartviews_main_page.gif

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Self Service mobile application on Salesforce1 - BETA

Starting with BMC Remedyforce 20.15.03, you can configure the Self Service mobile application for clients on the Salesforce1 platform.

Note

This is a beta version that is production quality, but has known limitations.

Clients can perform the following tasks:

  • Submit tickets for self and on behalf of others.
  • View the tickets for self and others.
  • Filter tickets according to the State (All, Open, and Closed).
  • Search and view the commonly used ticket templates.
  • Search and view the Remedyforce knowledge articles.
  • View a list of broadcasts.

For more information, see Configuring-Self-Service-mobile-application-on-the-Salesforce1-platform-BETA.

If you are upgrading to BMC Remedyforce 20.15.03 (Summer 15), you must enable the Self Service mobile application on the Salesforce1 platform and perform some additional configurations. For more information, see Enabling-new-features-in-20-15-03.

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Self Service for the web - BETA

Starting with BMC Remedyforce 20.15.03, you can assign a faster, smarter, and modern Self Service to your clients. For more information, see Exploring-BMC-Remedyforce-Self-Service-for-the-web-BETA.

Note

This is a beta version that is production quality, but has known limitations.

The following features are supported in the beta version:

  • Submit a ticket
  • Request a service
  • View tickets and requests
  • View self help articles
  • Remedyforce Chat
  • View broadcasts

The following figure shows the Home page of the smarter Self Service:

 SelfService-Beta.gif

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Importing smart practices content

You can import smart practices content to your Salesforce organization from the Remedyforce Administration > Content Management > Import Smart Practices Content page. The smart practices content includes the following data:

  • Categories
  • Service Level Agreements (SLAs)
  • Service Request Definitions (SRDs)
  • Services and service offerings
  • Templates

This data helps you in implementing and evaluating Service Request Management (SRM) and SLAs in your Salesforce organization. If you have already implemented SRM and SLAs in your organization, you can use these most commonly used SRDs in your Salesforce organization. For more information, see Importing smart practices content.

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General enhancements

The following video (1:12) explains the general enhancements made to BMC Remedyforce 20.15.03.

icon-play.png https://youtu.be/cDKfvKIbyUc

The following table lists the general enhancements made to BMC Remedyforce:

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Support for the Brazilian Portuguese language

Starting with BMC Remedyforce 20.15.03, the BMC Remedyforce user interface (UI) supports the Brazilian Portuguese language. However, the documentation and Alignability Process Model continue to be displayed in the English language when you select the Brazilian Portuguese language.

For information about the languages in which BMC Remedyforce is available, see Supported-languages.

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Support for BMC MyIT OnDemand 3.1

With the support of BMC MyIT 3.1, the following enhancements are available with the integration of BMC MyIT and BMC Remedyforce:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.
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Documentation enhancements

In BMC Remedyforce 20.15.03, the following enhancements have been made to the Remedyforce documentation.

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Related topics

Enabling-new-features-in-20-15-03

Known-and-corrected-issues

 

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