Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Performing minimum post-upgrade procedures for 20.16.01

If you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you must perform a few minimum post-upgrade procedures after your organization is upgraded to version 20.16.01 (Summer 16) of BMC Remedyforce. However, if you are using out-of-the-box BMC Remedyforce permission sets to manage permissions for your users, you can skip these procedures.

Note

For the complete list of new or updated profile-level permissions in the Summer 16 release, see 20.16.01 profile-level permissions. For the complete list of procedures that you must perform to enable new features that are delivered in the BMC Remedyforce Summer 16 release, see Enabling new features in 20.16.01.

Enabling the display of new fields on existing forms

After upgrading to the Summer 16 release, you must manually enable the display of new fields on some existing forms. By default, users can only view the field labels on the form. The following image shows an example of the Service Outage form on which you must enable the display of new fields.

The following table lists the forms on which you must enable the display of new fields after the upgrade:

Existing Form UI Location New fields that must be enabled after the upgrade
Service Outage form Remedyforce Administration > Manage Workflows and Other Processes > Service Outage
  • Outage Status
  • Root Cause
  • Display in Self Service
Action form Remedyforce Administration > Configure Application > Actions Service Outage
Category form Remedyforce Administration > Configure Application > Categories
  • Broadcasts
  • Change Requests,
  • Problems
  • Releases
  • Tasks
Suggested Owners & Queue Auto Assignment form Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment Queue

To enable the display of new fields on existing forms

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

  1. Navigate to Setup > Manage Users > Profiles.
  2. Click the System Administrator profile.
  3. On the Profile Overview page, in the Apps section, click Object Settings.
  4. In the All Objects Settings section, click one of the following objects:
    • Actions
    • Categories
    • Service Outage
    • Suggested Owner Mappings
  5. Click Edit.
  6. In the Field Permissions section, enable permissions for the new fields in the object that you have selected:

    Object

    Field

    ServiceDesk
    Staff

    ServiceDesk
    Change Manager

    System
    Administrator

    Actions Applies to Service Outage Read Edit Edit
    Categories Broadcasts Edit Edit Edit
    Change Requests Edit Edit Edit
    Problems Edit Edit Edit
    Releases Edit Edit Edit
    Tasks Edit Edit Edit
    Service Outage Display in Self Service Edit Edit Edit
    Outage Status Edit Edit Edit
    Root Cause Edit Edit Edit
    Suggested Owner Mappings Assigned Queue Read Read Create, Read, Edit, Delete
  7. Click Save.
  8. For the selected object, repeat step 2 to step 7 for the following profiles:
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.
  9. Repeat step 2 to step 8 for the other three objects.

Enabling the search filter in the Change Schedule

After upgrading to the Summer 16 release, an error message is displayed when system administrators, change managers, or staff members click the Filter icon in the Change Schedule window.

To enable the search filter in the Change Schedule

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

  1. Navigate to Setup > Manage Users > Profiles.
  2. Click the System Administrator profile.
  3. On the Profile Overview page, in the Apps section, click Visualforce Page Access.
  4. In the Visualforce Page Access section, click Edit.
  5. From the Available Visualforce Pages list, select the BMCServiceDesk.ChangeScheduleFilter  Visualforce page.

  6. To move the selected page to the Enabled Visualforce Pages list, click the right arrow.

  7. Click Save.
  8. Repeat step 2 to step 7 for the following profiles:
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Related topics

Self-upgrading by installing the managed package

Verifying the self-upgrade or automatic upgrade of your organization

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