20.15.03 enhancements
The following interactive graphic summarizes the BMC Remedyforce 20.15.03 enhancements. (The graphic may take a few seconds to load.)
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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
- New IT asset management capability in BMC Remedyforce CMDB
- Knowledge article enhancements
- Remedyforce Console enhancements
- SmartViews for Remedyforce Console - BETA
- Self Service mobile application on Salesforce1 - BETA
- Self Service for the web - BETA
- Importing smart practices content
- General enhancements
- Support for the Brazilian Portuguese language
- Support for BMC MyIT OnDemand 3.1
- Documentation enhancements
- Related topics
BMC Remedyforce CMDB enhancements
The following video (12:18) explains the enhancements made to BMC Remedyforce CMDB 2.0.
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.
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.
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.
The following table describes the enhancements in this release to support the new IT asset management capability in BMC Remedyforce CMDB:
Knowledge article enhancements
The following video (1:16) explains the general enhancements made to knowledge articles.
The following table lists the enhancements made to the knowledge articles module:
Remedyforce Console enhancements
The following video (2:10) explains the enhancements made to the Remedyforce Console.
The following table lists the enhancements made to the Remedyforce Console tab:
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.
The following figure displays the SmartView of an incident and its linked records:
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.
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.
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.
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:
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.
General enhancements
The following video (1:12) explains the general enhancements made to BMC Remedyforce 20.15.03.
The following table lists the general enhancements made to BMC Remedyforce:
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.
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.
- A Troubleshooting topic has been added that contains information about what actions you can take to resolve the issues related to Remedyforce.
- A new Getting Started topic has been added that contains a topic on locating the information in the documentation. It also contains the Key-concepts, User-goals-and-features, and the Configuring-and-using-the-BMC-Remedyforce-Trial-environment topics.
- The following new getting stated topics have been added:
- A new BMC-Remedyforce-and-Single-Sign-On section is added for providing a starting point for setting up ADFS or OneLogin with Salesforce/Remedyforce.
Related topics