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BMC Remedyforce 20.15.03 Upgrading

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. 

Note

If you are upgrading from BMC Remedyforce 20.15.01 (Winter 15) or its patches, you must also enable the features added in version 20.15.02 (Spring 15). For more information, see  Enabling new features in 20.15.02 Open link .

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

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

Important

If you are using BMC Remedyforce profiles, custom profiles, or custom permission sets to manage permissions for your users, you might have to manually configure the updated profile-level permissions in each release.

For information about configuring profile-level permissions and the conditions in which you must manually configure these permissions, see Configuring profile-level permissions after self-upgrade or automatic upgrade.

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 Open link
  • Customizing fields shown in the CMDB list view Open link
  • Tracking attribute history Open link
  • Managing locations Open link
  • Normalizing data Open link

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.

StepDetails

1. Enable IT asset management in BMC Remedyforce CMDB.

To enable IT asset management:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure CMDB 2.0 tile, and from the menu, select General CMDB Settings.
  3. On the General CMDB Settings tab, select the Enable IT Asset Management check box.
  4. Click .
    By default, the out-of-the-box Rule Based Asset classes are activated in a new installation, and deactivated in an upgrade. After upgrading, when you enable IT asset management, you are prompted to activate all out-of-the-box Rule Based Asset classes.
    • To activate all the out-of-the-box Rule Based Asset classes and synchronize existing CIs in BMC Remedyforce CMDB at this stage, click Yes. Synchronization of the CIs may take several minutes to complete depending on the number of records. When synchronization completes, an email is also sent to Remedyforce Administrators.
    • To activate the out-of-the-box Rule Based Asset classes at a later stage, click No. To activate the out-of-the-box Rule Based Asset classes later, you must manually activate each of the required Rule Based Asset class. For more information see, Activating Rule Based Asset classes.

Notes:

  • After upgrading to BMC Remedyforce 20.15.03, the class type of the BMC_BusinessService, BMC_Monitor, BMC_Mainframe, and BMC_Printer is automatically updated from CI to CI and Asset.
  • If you have existing custom CMDB classes with the same name as the new asset classes, after upgrading to version 20.15.03 (Summer 15), you see the following behavior:
    • Class type of these classes is not automatically changed to Asset or Rule Based Asset.
    • The new out-of-the-box asset class is not created in BMC Remedyforce CMDB 2.0. However, the field set associated with the new out-of-the-box asset class is created in the BaseElement object.
    For more information, see Troubleshooting BMC Remedyforce CMDB 2.0 issues.
2. Review the out-of-the-box asset classes that are available in BMC Remedyforce CMDB.

Review the out-of-the-box asset classes, their position in the class hierarchy, and their attributes. For more information, see BMC Remedyforce CMDB Common Data Model.

If the out-of-the-box asset classes do not meet your requirements, perform the following actions:

  • Create new asset classes.
  • Convert out-of-the-box CI classes into asset classes.

For more information, see Managing CMDB classes.

3. Review the out-of-the-box attributes that are available for asset classes.

Review the out-of-the-box attributes that are available for asset classes. For more information, see CMDB Common Data Model.

To customize attributes for asset classes, perform the following actions:

  • Create a custom attribute.
    Add the custom attribute to the appropriate field set in the Base Element object. To make a custom attribute available for all asset classes, add that attribute to the Asset Common Attributes field set.
  • Remove an attribute that you do not want to display in the Instance Editor.
For more information, see Adding or removing fields on the Instance Editor in CMDB 2.0.
4. Customize columns displayed in the CMDB list views on the Remedyforce CMDB tab.

To customize columns in out-of-the-box list views, create a customized list view for the appropriate asset class.

For more information, see Customizing fields shown in the CMDB list view.

5. Configure the appropriate Asset Management View for users.

Assign the appropriate asset management view to users to control what they can view and manage on the Remedyforce CMDB tab.

For more information, see Managing Remedyforce CMDB user permissions.

Note: If you are upgrading from BMC Remedyforce 20.15.02 (Spring 15) or earlier, you have to add new fields to the Remedyforce User page layout.

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.

Post-upgrade configurationSteps

Configure the order of the following new attributes on the Attributes > General tab of the Instance Editor:

  • Asset Status
  • Location
  • Supported By
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select Base Element, and click Fields Sets.
  4. In the Action column, for the Base Element field set, click Edit.
  5. In the In the Field Set section, drag a field to the following location:
    • Asset Status – Below the CI Status field
    • Supported By – Below the Primary Client field
    • Location – Below the Supported By field
    The vertical order of fields in the In the Field Set list determines the order in which the corresponding attributes are displayed in the Instance Editor.
  6. Click Save.
    The following image shows the Instance Editor after you have configured the order of all new attributes in the Base Element field set of the Base Element object.

Notes:

  • The Asset Status attribute is displayed in the Instance Editor only for instances of the Asset, CI and Asset, and Rule Based Asset classes and only if IT asset management is enabled.
    For more information, see Overview of the Remedyforce CMDB tab.
  • After you enable models, two additional new attributes–Model Name and Model Manufacturer–are also displayed on the Attributes > General tab in the Instance Editor. BMC recommends that you configure the position of these two attributes in the Instance Editor and hide the Model and Manufacturer Name attributes (data type: Text).

Add the following new values to the OS Type attribute, which is now also available for the new Mobile, Phone, and Tablet asset classes:

  • Android
  • iOS
  • Windows
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select Base Element, and click Custom Fields and Relationships.
  4. In the Custom Fields and Relationships section, click OS Type.
  5. In the Picklist Values section, click New.
  6. Type Android, iOS, and Windows.
    Each value must be on its own line.
  7. Click Save.
    In the Instance Editor, by default, values are sorted alphabetically in the OS Type list.

Note: The new picklist values that you add also become available for the existing OS Type attribute of the Operating System class.

Delete the following values from the CI Status attribute if you enable IT asset management:

  • Received
  • Transferred
  • Disposed

In BMC Remedyforce 20.15.03, the Received and Retired - Disposed values are available in the new Asset Status attribute

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select Base Element, and click Custom Fields and Relationships.
  4. In the Custom Fields and Relationships section, click CI Status.
  5. In the Picklist Values section, in the Action column next to the Received value, click Del.
  6. Repeat step 5 for the following values:
    • Transferred
    • Disposed

Important: If any existing CIs contain the values that you have deleted, the CI Status attribute value in those CIs is reset to None. BMC recommends that before you delete the deprecated values, you manually select a different value for the CI Status attribute in these CIs. For information about simultaneously updating the value of the CI Status attribute in multiple CIs, see Editing multiple configuration items and assets.

Remove default values for the Priority and Stage attributes.
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select Base Element, and click Custom Fields and Relationships.
  4. To remove the default value of the Priority field, perform the following actions:
    1. In the Custom Fields and Relationships section, click Priority.
    2. In the Picklist Values section, in the Action column next to the 5 value, click Edit.
    3. Clear the Default check box and click Save.
    4. Click Back to Base Element.
  5. To remove the default value of the Stage field, perform the following actions:
    1. In the Custom Fields and Relationships section, click Stage.
    2. In the Picklist Values section, in the Action column next to the Operational value, click Edit.
    3. Clear the Default check box and click Save.

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.

StepActionDetails
1.Enable the creation of models.

To enable the creation of models:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure CMDB 2.0 tile, and from the menu, select General CMDB Settings.
  3. On the General CMDB Settings tab, select the Enable Models check box.
  4.  Click .

After you enable models, the Models sub-tile of the Configure CMDB 2.0 tile is displayed on the Remedyforce Administration tab. Also, the Model Name and Model Manufacturer attributes are displayed in the Instance Editor. 

2.

(Optional) Configure the position of the Model Name and Model Manufacturer attributes and hide the Model and Manufacturer Name attributes (data type: Text) from the Attributes tab in the Instance Editor.

Note: The Model Manufacturer attribute of a CI or asset automatically displays the manufacturer that is defined in the selected model. However, if the manufacturer is not defined in the selected model, the Model Manufacturer attribute displays the value from the Manufacturer Name attribute, if any.

To hide the Model attribute, perform the following actions:
  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select Base Element, and click Field Sets.
  4. In the Action column, for the Base Element field set, click Edit.
  5. From the In the Field Set section, next to the Model field, click .
  6. From the In the Field Set section, next to the Manufacturer Name field, click .
  7. (Optional) In the In the Field Set section, move the Model Name field below the Created Date field.
  8. (Optional) In the In the Field Set section, move the Model Manufacturer field below the Short Description field.
  9. Click Save.
3.(Optional) Create model records in the Model object.

Identify models that are used in your IT environment. For each identified model, create model records with the accurate model name and manufacturer. You can also specify other attribute values that you want to standardize in CIs and assets to which a model record is applied.

For information about creating models, see Managing models.

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.

Note

If you have self-upgraded your organization, you can skip this procedure.

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 Open link

  • Error rendering macro 'link-window'

    Failed to transform the HTML macro template for display. Nested message: The XML content could not be parsed. There is a problem at line 4, column 157. Parser message: Duplicate attribute 'article'. at [row,col {unknown-source}]: [4,157]

  • Configuring columns in the Global Search window for knowledge articles Open link

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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:

  • Error rendering macro 'link-window'

    Failed to transform the HTML macro template for display. Nested message: The XML content could not be parsed. There is a problem at line 4, column 158. Parser message: Duplicate attribute 'change'. at [row,col {unknown-source}]: [4,158]

  • Customizing an email template Open link
    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.

Note

System administrators do not have to perform additional post-upgrade steps to enable the following Remedyforce Console enhancements in BMC Remedyforce 20.15.03:

  • Records are saved faster on the Remedyforce Console and Remedyforce CMDB tabs.
  • If staff members access a record from a CMDB Explorer, manifest (Incident Manifest, Problem Manifest, Release Manifest, and Change Manifest), Change Schedule, Incident Matching, or Service Request Matching window, the record is displayed as another tab in the Remedyforce Console.

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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 Open link

  • Error rendering macro 'link-window'

    Failed to transform the HTML macro template for display. Nested message: The XML content could not be parsed. There is a problem at line 4, column 141. Parser message: Duplicate attribute 'in'. at [row,col {unknown-source}]: [4,141]

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:

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.

Note

For information about additional settings that you must perform to use the Self Service mobile application on the Salesforce1 platform, see Enabling the Self Service mobile application on the Salesforce1 platform.

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.

Note

For a list of new Apex classes and Visualforce pages for the Self Service mobile application for the Salesforce1 platform, see Permissions for new Apex classes in 20.15.03 and Permissions for new Visualforce pages in 20.15.03.

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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 Open link .

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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 Open link .

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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 Open link
  • Managing queues availability and assignment Open link
    System administrators can now entitle queues to users based on accounts, profiles, and roles.
  • Configuring service request settings for Self Service Open link
    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 Open link
    System administrators can now configure the service request category from the incident template.

Note

In BMC Remedyforce 20.15.03, in Self Service email conversation, messages are shown in a more readable format that also supports rich text format. However, system administrators do not have to perform additional post-upgrade steps to enable this enhancement.

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.

Note

The Alignability Process Model and documentation continue to be displayed in the English language when you select the Brazilian Portuguese language.

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Documentation enhancements

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

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

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Last modified by Shubhangi Apte on Feb 01, 2016
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