Note

 

This documentation supports the 20.16.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

BMC MyIT integration with BMC Remedyforce

You can use BMC MyIT with BMC Remedyforce to provide an additional way to your clients to access self-service. BMC MyIT is a self-service application for business users to connect with IT anywhere, anytime, on any device.

An intuitive self-service enables clients to access resources and help faster. Clients have multiple ways to access self-service with BMC Remedyforce:

  • Remedyforce Self Service for a web browser
  • Remedyforce Self Service for a web browser - BETA
  • Self Service on Salesforce1 Mobile App
  • BMC MyIT OnDemand

With several self-service options available, you can choose any of these methods based on your needs and preferences.

Note

BMC MyIT OnDemand is ending support for integration with BMC Remedyforce with the release of BMC MyIT OnDemand version 3.3, targeted for later in 2016. For more details about the end of support plans and the multiple and native self-service capabilities in BMC Remedyforce, refer to the FAQs.  

Frequently asked questions

The following questions are based on end of support, comparison and direction, solution availability and integration, supported versions and environment, key features and usage scenarios, and support and services.

End of support

BMC MyIT OnDemand is ending support for integration with BMC Remedyforce with the release of BMC MyIT OnDemand version 3.3, targeted for later in 2016. BMC Remedyforce is making significant improvements in the native Self Service - BETA capabilities including a more modern and improved UI.

 Why is the support ending for BMC MyIT OnDemand integration with BMC Remedyforce?

Support is ending for BMC MyIT OnDemand integration with BMC Remedyforce for the following main reasons:

  • Remedyforce provides several self-service options. The majority of customers utilize the native capabilities because they find the native Remedyforce self-service capabilities meet or exceed their needs. Additionally, with the Summer 16 release, BMC Remedyforce has closed the major gaps to deliver full functioning Self Service on Salesforce1 Mobile App.
  • Numerous limitations exist with the integration between BMC MyIT and BMC Remedyforce.
  • BMC Remedyforce has made significant improvements in the native self-service capabilities including a more modern and improved UI in Summer 16.
 Who is impacted?

You are impacted if you have integrated BMC Remedyforce with BMC MyIT including BMC Remedyforce Service Desk - MyIT Self Service and BMC Remedyforce Service Desk - MyIT Digital Workplace.

 What is the last version of BMC MyIT OnDemand supported for the integration with BMC Remedyforce?

BMC MyIT OnDemand 3.2 is the last version that supports integration with BMC Remedyforce.

 How long will BMC MyIT OnDemand 3.2 integration with BMC Remedyforce be supported?

BMC support policy is to provide full support for at least three years from the General Availability date of a product release. The support includes service packs, patches, hotfixes, or workarounds to enable the product to operate in substantial conformity with its then-current operating documentation. BMC will provide full support to BMC MyIT OnDemand 3.2 integration with BMC Remedyforce until June 23, 2019. Limited support extends until the final end of support date of June 23, 2021. During the limited support period, only hotfixes for problems of high technical impact or business exposure are considered. For more details about BMC support policies, click here.

 What if there are issues with the integration between BMC MyIT OnDemand 3.2 and BMC Remedyforce?

Like all product issues, such integration-related issues will be evaluated and issues will be addressed during the supported integration time. If an issue is evaluated as an enhancement, it will not be considered, but if applicable within the native Remedyforce self-service capabilities, it can be posted on the community site as an idea for future consideration, on which all community members can vote on to raise the priority.

 What options do BMC MyIT OnDemand customers have?

You can continue using BMC MyIT OnDemand 3.2 until the end of support date, but we recommend evaluating the broad set of native self-service capabilities and options within BMC Remedyforce.

Note: After the end-of-support date, the integration between BMC Remedyforce and BMC MyIT will not be supported.

 What is the BMC Remedyforce self-service strategy?

Self-service is a critical capability within Service Management as organizations shift some of their back office activities to the front office (that is to the end users). BMC Remedyforce continues to enhance and expand the self-service capabilities as reflected in the most recent releases. With the majority of customers leveraging the Salesforce platform, BMC has chosen to focus efforts on this platform.

 What native self-service capabilities does BMC Remedyforce provide and how do they compare to BMC MyIT?

BMC Remedyforce provides several self-service options:

  • Remedyforce Self Service for web browsers is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined in the following table.
  • Self Service on Salesforce1 Mobile App was introduced in the Summer 15 release. This new mobile app, running on the Salesforce1 mobile platform, provides an improved UI. This mobile app will replace the Remedyforce Self Service Mobile app over the next few releases.
  • Remedyforce Self Service - BETA, introduced in Summer 15, provides a new and improved UI with the most critical self-service capabilities. In Summer 16, BMC added a significant number of enhancements.

Note: The Remedyforce Self Service for web browser and Remedyforce Mobile app are included in the Remedyforce Base offering. BMC Remedyforce also provides Service Desk on Salesforce1 Mobile App for agents or staff members. It is not included in the comparison below because BMC MyIT is used by end users (or clients).

The following table compares the BMC Remedyforce self-service capabilities to BMC MyIT to help you assess and position the best options:

Self-service capabilityRemedyforce Self Service for webRemedyforce Self Service - BETASelf Service on Salesforce1 Mobile AppBMC MyIT integrated with BMC RemedyforceNotes

Entitlements (clients)

250 per Remedyforce license250 per Remedyforce license250 per Remedyforce licenseInvolves extra investmentBMC MyIT requires a separate purchase. However, Remedyforce includes the self-service capabilities without any extra cost.
Incident Management(tick)(tick)(tick)NA-
Service Catalog(tick)(tick)(tick)(tick)-
Common Requests(tick)(tick)(tick)(tick)-
Knowledge Management(tick)(tick)(tick)(tick)-
Broadcasts(tick)(tick)(tick)(tick)-
Approvals(tick)(tick)(tick)(tick)-
Remedyforce Chat(tick)(tick)(tick)NA-
Chatter(tick)NA(tick)LimitedPosts from BMC MyIT are posted on Chatter. However, posts from Chatter are not posted to social feeds in BMC MyIT.
Service Health(tick)NANA(tick)-
Service Request Catalog - On Behalf Of(tick)(tick)(tick)NA-
Rebranding(tick)NANA(tick)BMC MyIT requires you to work with BMC Support to test and implement. A support ticket is required to initiate this request.
Support for Lookup fields(tick)(tick)(tick)NA-
Activity FeedNA(tick)NA(tick)-
AppointmentsNANANALimitedWith BMC MyIT, Microsoft Exchange does not integrate with BMC Remedyforce to show resource availability.
Location Awareness and Floor MappingNANANA(tick)-

Comparison and direction

 Does BMC MyIT integrated with BMC Remedyforce provide the same capabilities as integrated with BMC Remedy?

No it does not. There are a number of differences between BMC MyIT with BMC Remedy and BMC MyIT with BMC Remedyforce integrations. Following are highlights of the main differences.

BMC MyIT capability

BMC Remedy

BMC Remedyforce

Notes

Service Catalog

(tick)

(tick)

-

Incident Management

(tick)

(tick)

-

Knowledge Management

(tick)

(tick)

-

Formless Requests

(tick)

(tick)

-

Activity Feed

(tick)

(tick)

-

Profile, People, Groups, Campuses, Floors, Assets

(tick)

(tick)

-

Follow Services, Locations, Assets

(tick)

(tick)

-

Broadcasts (Global and Personalized)

(tick)

(tick)

-

Appointments

(tick)

Limited

BMC MyIT with BMC Remedyforce does not integrate with Microsoft Exchange to show a user’s available time.

Reservations

(tick)

NA

BMC MyIT with BMC Remedyforce does not integrate with Exchange to know the availability of resources. 

Service Health

(tick)

Limited

Currently, BMC Remedyforce has limited integration with TrueSight (incidents in BMC Remedyforce from events generated in TrueSight; however, no updates are made to these incidents).

Approvals

(tick)

Roadmap

Supported in BMC MyIT 2.6, only available with Digital Workplace.

Virtual Agent

(tick)

NA

Virtual Agent is available for BMC Remedy only.

Service Catalog Request – On Behalf Of

(tick)

Under Consideration

-

Chatter

N/A

Limited

Posts from BMC MyIT are posted to Chatter. However, posts from Chatter are not posted to BMC MyIT Social Feed.

AppZone

(tick)

(tick)

Supported in BMC MyIT 2.6.

Rebranding

(tick)

(tick)

Submit a ticket to BMC MyIT Support to handle this configuration request.

 What is the difference between BMC Remedyforce MyIT Self Service and MyIT Digital Workplace with AppZone (formerly MyIT Base and Premium)?

The following table lists the functional differences between BMC MyIT and MyIT Digital Workplace with AppZone when integrated with BMC Remedyforce. BMC is evaluating and prioritizing several options to extend the value of Digital Workplace with BMC Remedyforce.

BMC MyIT Capability

BMC MyIT (purchased separately)

MyIT Digital Workplace with AppZone

Notes

Service Catalog

(tick)

(tick)

-

Incident Management

(tick)

(tick)

-

Knowledge Management

(tick)

(tick)

-

Formless Requests

(tick)

(tick)

-

Activity Feed

(tick)

(tick)

-

Profile, People, Groups

(tick)

(tick)

-

Chatter

(tick)

(tick)

-

Broadcasts - Global

(tick)

(tick)

-

Broadcasts - Personalized

Only with Digital Workplace

(tick)

-

Appointments

(tick)

Limited

Appointments are supported, but BMC MyIT with BMC Remedyforce does not integrate with Microsoft Exchange to identify a user’s available time.

Reservations

NA

NA

BMC MyIT with Remedyforce does not integrate with Microsfot Exchange to know the availability of resources.

Follow Services, Locations, Assets

Only with Digital Workplace

(tick)

-

Service Health

Only with Digital Workplace

Limited

BMC Remedyforce currently has limited integration with TrueSight (one way to create the incident, no updates back into TrueSight from Remedyforce).

Approvals

Only with Digital Workplace

(tick)

Supported in BMC MyIT 2.6.

Virtual Agent

Not Supported

Not supported

Virtual Agent is available with BMC Remedy only.

AppZone

Only with Digital Workplace

(tick)

Supported in BMC MyIT 2.6.

Rebranding

(tick)

(tick)

Submit a ticket to BMC MyIT Support to handle this configuration request.

 What self-service options does BMC Remedyforce provide in addition to BMC MyIT?

BMC Remedyforce provides the following native, self-service options in addition to BMC MyIT:

  • Remedyforce Self Service for web browsers is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined in the following table.
  • Self Service on Salesforce1 Mobile App was introduced in the Summer 15 release. This new mobile app, which runs on the Salesforce1 mobile platform, provides an improved UI. This mobile app will replace the Remedyforce Self Service Mobile app over the next few releases.
  • Remedyforce Self Service - BETA introduced in Summer 15, provides a new and improved UI with the most critical self-service capabilities. In Summer 16, BMC added a significant number of enhancements and will continue to add enhancements.

Note: The Remedyforce Self Service for web browser and Remedyforce Mobile app are included in the Remedyforce Base offering. BMC Remedyforce also provides Service Desk on Salesforce1 Mobile App for agents or staff members. This app is not included in the following comparison because BMC MyIT is used by end users, not agents.

BMC MyIT Capability

BMC MyIT with BMC Remedy

BMC MyIT integrated with BMC Remedyforce (purchased separately)

BMC Remedyforce Self Service Mobile app

BMC Remedyforce Self Service for web browsers

Remedyforce Self Service Mobile App on Salesforce1

Notes

Entitlements (end user)

100 Per ITSM Suite User license

100 per MyIT license

250 per Remedyforce license

250 per Remedyforce license

250 per Remedyforce license

-

Service Catalog

(tick)

(tick)

(tick)

(tick)

Roadmap

-

Incident Management

(tick)

(tick)

(tick)

(tick)

Limited/Roadmap

Summer 15 – Only incident creating and viewing.

Knowledge Management

(tick)

(tick)

(tick)

(tick)

Limited/Roadmap

Summer 15 – Support for out-of-the-box knowledge article types.

Formless Requests

(tick)

(tick)

NA

NA

(tick)

-

Activity Feed

(tick)

(tick)

NA

NA

NA

-

Profile, People, Groups, Campuses, Floors, Assets

(tick)

(tick)

NA

NA

NA

Limited in BMC MyIT integrated with BMC Remedyforce due to lack of Microsoft Exchange integration to follow availability of users.

Follow Services, Locations, Assets

(tick)

(tick)

NA

NA

NA

-

Broadcasts (Global and Personalized)

(tick)

(tick)

NA

(tick)

Limited/Roadmap

Summer 15 – View broadcasts, but cannot submit incidents from broadcasts.

Appointments

(tick)

Limited

NA

NA

NA

BMC MyIT integrated with BMC Remedyforce does not integrate with Exchange to provide available time of users.

Service Health

(tick)

Limited

NA

NA

NA

Reservations

(tick)

Limited

NA

NA

NA

BMC MyIT integrated with BMC Remedyforce does not integrate with Exchange to provide availability of resources.

Integration – TrueSight and Exchange

(tick)

Limited

NA

NA

NA

-

Approvals

(tick)

(tick)

(tick)

(tick)

(tick)

With BMC MyIT, only available with Digital Workplace.

Virtual agent

(tick)

NA

NA

NA

NA

Virtual agent is available with BMC Remedy only.

AppZone

(tick)

(tick)

NA

NA

NA

Supported in BMC MyIT 2.6.

Service Catalog Request – On Behalf Of

(tick)

NA

NA

(tick)

Roadmap

-

Rebranding

(tick)

(tick)

NA

(tick)

Roadmap

Submit a ticket to BMC MyIT Support to handle this configuration request.

Visibility into SR’s created outside of MyIT

(tick)

NA

NA

NA

NA

-

Chatter

NA

Limited

NA

(tick)

(tick)

Posts from BMC MyIT are posted to Chatter. Posts in Chatter are not posted to BMC MyIT social feed.

Support for Lookup Fields

N/A

NA

(tick)

(tick)

(tick)

-

Solution availability and integration

 Is this solution generally available (GA)?

Yes. For more information, see End of Support FAQs.

 What are the use cases supported in this integration?

When you integrate BMC MyIT with BMC Remedyforce, the following key use cases are supported:

  • BMC Remedyforce Service Request catalog seamlessly rendered in BMC MyIT
    • Frequently occurring issues reported as problem requests through “I need something fixed” section of BMC MyIT
    • Common service requests requested through “I need something else” section of BMC MyIT
  • Service requests submitted from BMC MyIT logged in BMC Remedyforce
  • BMC Remedyforce knowledge articles searchable and accessible in BMC MyIT
  • User appointments with IT staff booked through BMC MyIT logged as incidents in BMC Remedyforce
 How does this integration work?

BMC MyIT integrates with BMC Remedyforce to provide a unified, dedicated, and secure experience with a BMC Remedyforce organization mapped to an OnDemand tenant in BMC MyIT.

All BMC Remedyforce clients who have a Salesforce platform license can log on to BMC MyIT using the same credentials that they would use in Remedyforce Self Service. User management for BMC Remedyforce users, such as clients, staff members, and system administrators can continued to be performed from BMC Remedyforce. They can use BMC Remedyforce features based on their role and privileges. There are no changes to Salesforce user types or licenses. Similarly, BMC MyIT administrators need to be created and managed directly in BMC MyIT for configuration and management specific to BMC MyIT.

Data created within a specific organization or tenant can only be accessed by users belonging to that organization or tenant. This data includes data specific to BMC Remedyforce, such as service requests, knowledge articles, incidents, user data, and so on and also data related to BMC MyIT, such as calendars, appointments, quick picks, and so on. BMC MyIT integrates with BMC Remedyforce (Salesforce) as a connected app to maintain information confidentiality and access security. This integration provides a completely seamless and unified self-service experience to the user who uses BMC MyIT to interact with the service desk.


Supported versions and environment

 What product versions are certified to use BMC MyIT with BMC Remedyforce?
  • BMC Remedyforce 20.14.01.044.042 (Winter 14 Patch 3) and later
  • BMC MyIT 2.0.01 (Service Pack 1) and later
  • BMC MyIT app version 2.0.01 (on iOS 7 and later) and later 
 Is BMC MyIT OnPremise supported with BMC Remedyforce?

No.

 Where are the BMC OnDemand Data Centers for BMC MyIT located?

Currently, BMC MyIT integrated with BMC Remedyforce is available via the OnDemand Data Center in North America. Additional Data Centers will be considered based upon demand.

 What Remedyforce organization types are supported with BMC MyIT?

BMC Remedyforce production and sandbox organizations are supported to work with BMC MyIT.

 Do I need to change the process to apply BMC Remedyforce patches or updates?

No. BMC Remedyforce patches (and subsequent updates) are applied to a sandbox organization and you can use your sandbox environments to validate that there are no failures, errors, and so on before rolling the patch or update to production.

Key features and usage scenarios

 Can some users continue to use BMC Remedyforce Self Service while others use BMC MyIT?

Yes. Clients have multiple ways to access BMC Remedyforce self-service:

  • Self Service on a web browser
  • Self Service on a web browser - BETA
  • Self Service on Salesforce1 Mobile App
  • BMC MyIT
 Is any specific mobility configuration required to use SRDs in BMC Remedyforce with BMC MyIT?

Yes. SRDs in BMC Remedyforce need to be enabled for mobile to use with BMC MyIT. For detailed procedures on using BMC MyIT with BMC Remedyforce, see Configuring BMC Remedyforce and BMC MyIT

 Can SRDs with conditional questions be used in BMC MyIT?

To some extent, service requests with conditional questions can be used in BMC MyIT. For SRDs with conditional questions to be successfully accessed using BMC MyIT, use only one condition with the operator value as “=”. Usage of additional conditions or other operators is currently not supported.

 What are the knowledge sources available when BMC Remedyforce is used with BMC MyIT?

Knowledge articles from BMC Remedyforce can be used with BMC MyIT.

 Will users need to provide security tokens or whitelist IP addresses to use BMC MyIT integrated with BMC Remedyforce?

No. However, system administrators can manage the access to the BMC MyIT app in the following ways:

  1. Specify whether users can self-authorize themselves (default) or the system administrator controls who can connect.
  2. Enforce IP restriction (from which IP range users can connect).
  3. Set Refresh Token policy.
 I am using SSO or delegated authentication with BMC Remedyforce. Will BMC MyIT work in that environment?

Yes. BMC MyIT is integrated with BMC Remedyforce as a connected app and does not require any change to existing SSO or delegated authentication that might be set up.

 Will the SSO established using OneLogin or Okta continue to work to access BMC MyIT when integrated with BMC Remedyforce?

Yes. SSO configured via OneLogin, Okta, or any other partner or native configuration would work. Users with Salesforce platform licenses can access BMC MyIT the same way as they can access Remedyforce Self Service for web browsers.

 I am a managed service provider and support multiple customers from one Remedyforce environment. Will MyIT work here?

Yes. BMC MyIT will work in this environment for clients to report issues or submit requests. Currently, submitting requests “on behalf of” clients is not supported; such requests must be submitted by the clients directly.

 Is there a way to identify whether BMC Remedyforce is being used with BMC MyIT?

Yes. For incidents created through BMC MyIT, the source is set as Self Service.

Support and services

 Where do I go for support for MyIT with Remedyforce?

You can contact Remedyforce support through self-service, email, or phone. Include adequate details on the query or issue so that the case can be effectively diagnosed and addressed in the relevant areas (for example, Remedyforce, MyIT).

 Does BMC MyIT integration with BMC Remedyforce require services? Whom do I contact?

The standard steps required for configuring BMC MyIT with BMC Remedyforce are included in the product documentation. For more information, see Integrating BMC Remedyforce with BMC MyIT. For additional help with configuring or customization of your BMC MyIT environment, contact the BMC Global Services team.

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