Enabling new features in 20.15.03

After you have self-upgraded or BMC has automatically upgraded BMC Remedyforce in your organization, you must manually enable the new features in BMC Remedyforce 20.15.03. 

The following topics provide information about enabling the new features after upgrading to BMC Remedyforce 20.15.03:

• BMC Remedyforce CMDB and asset management enhancements
• Knowledge article enhancements
• Remedyforce Console enhancements
• SmartViews for Remedyforce Console - BETA
• Self Service mobile application on the Salesforce1 platform for clients - BETA
• New Self Service for the web - BETA
• Importing smart practices content
  
• General enhancements
  
• Support for the Brazilian Portuguese language
• Documentation enhancements
• Related topics

 Download the checklist to track the procedures to enable new features in BMC Remedyforce 20.15.03.

BMC Remedyforce CMDB and asset management enhancements

In BMC Remedyforce 20.15.03, 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 more information, see 20.15.03 enhancements.

The following topics provide information about enabling the BMC Remedyforce CMDB and asset management enhancements after upgrading to BMC Remedyforce 20.15.03:

• Enabling IT asset management
• Configuring attributes and fields in BMC Remedyforce CMDB
• Enabling models
• Enabling the BMC Remedyforce Asset Management Dashboard
• Adding granular-level user security for BMC Remedyforce CMDB 2.0

• Managing CMDB classes

• Customizing fields shown in the CMDB list view

• Tracking attribute history

• Managing locations

• Normalizing data

For more information, see Configuring-BMC-Remedyforce-CMDB-2-0 and Asset-and-CI-management.

Enabling IT asset management

BMC Remedyforce Configuration Management Database (CMDB) 2.0 enables you to store information about the configuration items (CIs) and assets in your environment. An asset is a corporate resource that you need to manage from an inventory, financial and contractual perspective (for example, laptops and mobiles).

Based on your requirements, you can enable and configure the applicable asset management capabilities in BMC Remedyforce CMDB 2.0. The following features become available when you enable asset management:

• Tracking the asset lifecycle: The Asset Status attribute is available only for assets and enables you to track the complete lifecycle of an asset. The asset lifecycle typically starts with the request order or receipt all the way through until retirement or disposal.
• Tracking the asset age: The Asset Birthdate and Asset Age attributes are available only for assets. The asset age is automatically calculated based on the asset birthdate.
• Simplified classification: New asset and Rule Based Asset classes are available out of the box in the BMC-Remedyforce-CMDB-Common-Data-Model to store asset-related data. A Rule Based Asset class enables a CI instance to be also classified as an asset that inherits the attributes of the CI class that it is based on. System administrators can also create and manage asset classes.
• CMDB Views: On the Remedyforce CMDB tab, users can view, create, update, and delete instances of the out-of-the-box and custom asset classes based on their access level. System administrators can use the CI Management View and Asset Management View fields in the User and Client forms to control this access.
• Asset management dashboard: This dashboard enables users to view key metrics related to asset management. For more information, see Viewing-the-asset-management-dashboard-and-reports.

System administrators can also enable attribute history tracking for asset classes and create models for asset classes.

The following diagram and table outline the steps that you must perform to enable and configure asset management in BMC Remedyforce CMDB.

Configuring attributes and fields in BMC Remedyforce CMDB

In BMC Remedyforce 20.15.03, new attributes have been added to the Instance Editor. These attributes are displayed only if you are using BMC Remedyforce CMDB 2.0. In addition, a few changes also have been made to the out-of-the-box values of the OS Type, CI Status, Priority, and Stage attributes.

The following table lists additional post-upgrade procedures that system administrators must perform to configure the order of new attributes in the Instance Editor and update the default values of a few existing attributes.

Enabling models

Models enable you to standardize key attribute values, such as model name and manufacturer name, in CIs and assets. For more information, see Managing-models. If you are upgrading from BMC Remedyforce 20.15.02 (Spring 15) or earlier to 20.15.03 (Summer 15), you have to manually enable models in your organization.

To enable the creation of models, you must perform the first step that is listed in the following table. However, to implement models more effectively in your organization, BMC recommends that you perform all the steps that are outlined in the table.

Enabling the BMC Remedyforce Asset Management Dashboard

The new BMC Remedyforce Asset Management Dashboard is now available on the Dashboards tab. This dashboard enables system administrators and users to view key metrics related to asset management. For more information, see Viewing-the-asset-management-dashboard-and-reports.

After the automatic upgrade of your organization, Salesforce sets the Running User of the BMC Remedyforce Asset Management Dashboard to BMC Remedyforce. When users access this dashboard, the following error message is displayed:
This report can no longer be edited or run. Your administrator has disabled all reports for the custom object, or its relationships have changed.

To enable users to view the BMC Remedyforce Asset Management Dashboard, you must configure the appropriate user as the Running User. For more information, see Configuring-the-Running-User-of-dashboards-in-BMC-Remedyforce.

Adding granular-level user security for BMC Remedyforce CMDB 2.0

In BMC Remedyforce 20.15.03, system administrators can restrict what staff members can view and manage on the Remedyforce CMDB tab. The new Remedyforce CMDB permissions are not applied at the level of a specific class; rather these permissions are applied at the CI and asset management level. System administrators can now use two new fields, CI Management View and Asset Management View, to assign Remedyforce CMDB permissions to users. For more information, see Managing-Remedyforce-CMDB-user-permissions.

After upgrading to BMC Remedyforce 20.15.03, system administrators must perform the following steps to add the CI Management View and Asset Management View fields in the Remedyforce User page layout:

1. Navigate to Setup > Customize > Users > Page Layouts.
2. In the Action column for Remedyforce User, click Edit. 
3. Click Fields.
4. From the Fields palette, drag the Asset Management View and CI Management View fields to the BMC Remedyforce section.
   
5. Click Save.

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Knowledge article enhancements

In BMC Remedyforce 20.15.03, a few enhancements have been made to knowledge articles. For more information, see 20.15.03 enhancements.

The following topics provide information about enabling the knowledge article enhancements after upgrading to BMC Remedyforce 20.15.03:

• Configuring custom article types

• Configuring the Knowledge Article page fields for an out-of-the-box article type

• Configuring columns in the Global Search window for knowledge articles

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Remedyforce Console enhancements

In BMC Remedyforce 20.15.03, a few enhancements have been made to the Remedyforce Console. For more information, see 20.15.03 enhancements.

The following topics provide information about enabling the Remedyforce Console enhancements after upgrading to BMC Remedyforce 20.15.03:

• Adding fields to the change request, release, or task tooltips displayed in a change schedule

• Customizing an email template
  If staff members create an email message by using an email template, the content of the email message (including content from email with actual field values) is now saved in the Action History section.

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SmartViews for Remedyforce Console - BETA

SmartViews for Remedyforce Console provide 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, 20.15.03 enhancements.

The following topics provide information about enabling SmartViews for Remedyforce Console after upgrading to BMC Remedyforce 20.15.03:

• Configuring SmartViews - BETA

• Configuring fields in the Record Details section in SmartViews - BETA

For more information, see SmartViews-BETA.

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Self Service mobile application on the Salesforce1 platform for clients - BETA

Starting with BMC Remedyforce 20.15.03, system administrators can configure the Self Service mobile application for clients on the Salesforce1 platform. For more information, see 20.15.03 enhancements.

The following topics provide information about enabling the Self Service mobile application on the Salesforce 1 platform for clients, after upgrading to BMC Remedyforce 20.15.03:

• To make the Self Service Mobile: Preview tab visible to the administrators
• To enable access to an existing Apex class and Visualforce page for the client profile

• Enabling the Self Service mobile application on the Salesforce1 platform

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

To make the Self Service Mobile: Preview tab visible to the administrators

In BMC Remedyforce 20.15.03, a new Self Service Mobile: Preview tab has been added for the Self Service mobile application for the Salesforce1 platform. This tab can be used by the administrators to view the Self Service mobile application for clients. After upgrading to BMC Remedyforce 20.15.03, system administrators must manually make the Self Service Mobile: Preview tab visible to the administrators in the application.

1. Navigate to Setup > Manage Users > Profiles.
2. On the User Profiles page, click System Administrator.
3. Click Object Settings.
4. Click Self Service Mobile: Preview.
5. Click Edit.
6. In the Tab Settings section, select Default On.
7. Click Save.
   The tab is now available on your default display.

To enable access to an existing Apex class and Visualforce page for the client profile

If you are not using BMC Remedyforce out-of-the-box permission sets, after upgrading to BMC Remedyforce 20.15.03, make sure that the client profile has access to the following existing Apex class and Visualforce page. This access is required for the Self Service mobile application for the Salesforce1 platform.

• Apex class – BMCServiceDesk.SF1AnalystController
• Visualforce page – BMCServiceDesk.SF1Analyst

For information about adding the Apex class and Visualforce page to the client profile, see Configuring profile-level permissions after self-upgrade or automatic upgrade.

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New Self Service for the web - BETA

Starting with BMC Remedyforce 20.15.03, you can assign a newer, faster, and smarter version of Self Service to your clients. For more information, see 20.15.03 enhancements.

For information about enabling the new Self Service for the web - BETA, see Exploring BMC Remedyforce Self Service for the web - BETA.

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Importing smart practices content

In BMC Remedyforce 20.15.03, you can import smart practices content to your Salesforce organization. For more information, see 20.15.03 enhancements.

For information about enabling this feature, see Importing smart practices content.

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General enhancements

A few general enhancements have been made to BMC Remedyforce 20.15.03. For more information, see 20.15.03 enhancements.

The following topics provide information about enabling the general enhancements after upgrading to BMC Remedyforce 20.15.03:

• To make the Remedyforce Marketplace tab visible to system administrators

• Sharing an out-of-the-box QuickView

• Managing queues availability and assignment
  System administrators can now entitle queues to users based on accounts, profiles, and roles.

• Configuring service request settings for Self Service
  System administrators can now show more information about a service request in Self Service by adding the appropriate fields to a field set of the Incident object.

• Determining the category applied to a service request
  System administrators can now configure the service request category from the incident template.

To make the Remedyforce Marketplace tab visible to system administrators

Starting with BMC Remedyforce 20.15.03, system administrators can access the Remedyforce Marketplace tab, which is a centralized location to search for partners, services, and solutions that complement BMC Remedyforce. For more information, see Overview-of-Remedyforce-Marketplace.

After upgrading to BMC Remedyforce 20.15.03, system administrators must perform the following steps to make the Remedyforce Marketplace tab visible to system administrators.

1. Navigate to Setup > Manage Users > Profiles.
2. On the User Profiles page, click System Administrator.
3. Click Object Settings.
4. Click Remedyforce Marketplace.
5. Click Edit.
6. In the Tab Settings section, select Default On.
7. Click Save.
   The tab is now available on the All Tabs page. If you want, you can customize your tabs and add the tab to your default display. For more information, see Salesforce Help.

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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 out of the box. System administrators do not have to perform any post-upgrade steps to enable support for the Brazilian Portuguese language.

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

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Documentation enhancements

In BMC Remedyforce 20.15.03, the following topics  have been added to the documentation: 

• Troubleshooting
• Getting Started
• Getting-started-with-BMC-Remedyforce-modules

For more information, see 20.15.03 enhancements.

These new topics are available in the documentation by default and do not require any additional post-upgrade steps. However, after upgrading to version 20.15.03, you must delete custom links to obsolete PDF documentation for BMC Remedyforce 20.14.02. For more information, see Deleting custom links to obsolete PDFs.

Deleting custom links to obsolete PDFs

Starting with version 20.15.01, the BMC Remedyforce documentation was made available on the docs.bmc.com documentation portal. However, custom links to the PDF documentation for BMC Remedyforce 20.14.02 were still available. Adding these custom links to a custom Home page component opened an older version of the BMC Remedyforce documentation.

After upgrading to version 20.15.03, you must perform the following steps to delete custom links to these obsolete PDFs.

1. Navigate to Setup > Customize > Home > Custom Links.
2. In Action column next to the Administrator's Guide (Administrator_s_Guide) custom link, click Del.
3. Repeat step 2 for the following custom links:
   • Installation and Configuration Guide(Getting_Started_Guide)
   • Installation and Configuration Guide (Installation_and_Configuration_Guide)
   • Release Notes (Release_Notes)
   • Remedyforce Help (Remedyforce_Help)
   • Upgrade Guide (Upgrade_Guide)
   • User's Guide for Self Service clients (User_Guide_for_Self_Service_clients)
   • User's Guide for Analysts (User_s_Guide_for_Analysts)

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Related topics

Upgrading

Administering

Known-and-corrected-issues