Note

 

This documentation supports the 20.17.01 version of Remedyforce.

To view the latest documentation, click

20.17.01 enhancements

The following topics contain information about enhancements in version 20.17.01 (Winter 17) of the BMC Remedyforce product.

Self Service 3.0 is generally available

Starting with the Winter 17 release, Self Service 3.0 (earlier known as Self Service - BETA) is now generally available. 

Self Service 3.0 has a modern and more intuitive self service portal with additional support to videos in knowledge articles. 

To upgrade to Self Service 3.0, a new page is added—Remedyforce Administration > Configure Self Service 3.0 > Upgrading to Self Service 3.0. After you upgrade to Self Service 3.0, the new version will be available to clients with the same link or in the same tab (Remedyforce Self Service).

Note

After you upgrade to Self Service 3.0, you cannot use Self Service 2.0.

A few known limitations exist in Self Service 3.0.

The following video (1:58) explains the Self Service 3.0 enhancement.

 https://youtu.be/a-AI54UOX-8

Remedyforce UI enhancements

Starting with the Winter 17 release, the Remedyforce Console has a completely new redesigned look with an intuitive and modern user experience. This new interface is available to all users automatically after upgrading to version 20.17.01. The system administrator does not have to perform any additional configurations to take advantage of the new user interface. Additionally, all your existing configuration and customization will work seamlessly in the new interface. The visual enhancements and new features in Remedyforce Console makes it more convenient for the staff members to access everything they need to do their work in fewer clicks.

Remedyforce Console

The following enhancements have been made to the Remedyforce Console:

  • Font
  • Color
  • Broadcast toolbar
  • Rate Your Experience icon
  • Pagination and Refresh icons
  • Hyperlinks
  • Drop-down menu
  • Spacing
  • Check boxes
  • Buttons

Remedyforce Console forms

The following enhancements have been made to the Remedyforce Console forms (Incident form, Service Request form, Task form, Problem form, Change Request form, Release form, and the Broadcast form):


  • Column layout (Field labels)The two column layout has the field labels placed above the respective input field.
  • ColorThe color has been changed for the header and the Save button.
  • Field icons—The field icons are displayed next to the field.
  • Smart Suggestions optionThe color and icons of the Smart Suggestions option on the Remedyforce Console forms have been changed.

For more information, see Overview of the Remedyforce Console tab.

Ability to highlight new incidents and service requests in Remedyforce Console list view

Starting with the Winter 17 release, you can now view all the new incidents and service requests in a Bold format and highlighted in a shade of blue.The format will be applicable irrespective of whether the New Incident, Staff, or Queue fields are present in the list view or not. This feature is applicable only for new incidents and service requests.

A record is not considered New if a staff member performs an action from the Actions menu, changes the status of the record, or updates the Responded Date field of the record. Additionally, from the Winter 17 release, any changes in the ownership of an incident will not affect the New Incident flag.

As a system administrator, you can enable users to highlight new records and also to change the highlighted color. For more information about the configuration settings, see Configuring columns in a list view in the Remedyforce Console.

Ability to customize the Remedyforce list view columns

Starting with the Winter 17 release, as a staff member, you can now set your own columns and also decide the order of columns in the Remedyforce Console list view. This feature is available for all the modules in the View menu (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts).

Additionally, this functionality is also applicable for the following views:

  • Incident Matching in Smart Suggestions
  • Lookups in Console and in Self Service 2.0
  • Incident matching agent tools window
  • Incident Time Tracking Report
  • Supporting Information

For more information, see Overview of the Remedyforce Console tab.

As a system administrator, you can enable the change and order of columns. For more information, see Configuring columns in a list view in the Remedyforce Console.

Hiding the Salesforce sidebar on the Remedyforce Console

Starting with the Winter 17 release, the Salesforce sidebar can now be hidden on the Remedyforce Console tab including all the modules in the View menu (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts) and all the Remedyforce Console forms. For more information, see Overview of the Remedyforce Console tab.

As a system administrator, you can configure the settings to hide the Salesforce sidebar. For more information, see Hiding the Salesforce sidebar on the Remedyforce Console.

Assign to me option for Incidents and Service Requests on the Remedyforce Console

Starting with the Winter 17 release, you now have the option to assign Incidents and Service Requests to the user who has logged in to the Remedyforce Console. There are two options:

  • Click on Remedyforce Console > View > Incidents or Remedyforce Console > View > Service Requests and select the required open incidents or service requests that you need to assign to yourself. Click Change Owner > Assign to me.

  • Open the required open incident or service request. From the incident or service request form, clickand then Save.

Note

The Assign to me button is disabled for new, cloned, and closed incidents and service requests.

For more information, see Overview of the Remedyforce Console tab.

SmartView on the Remedyforce Console forms

Starting with the Winter 17 release, SmartViews - BETA is now generally available. Additionally, the SmartView button is now available on the Remedyforce Console forms. Clicking this button will enable you to open the embedded smart view of the record in a full screen mode on the form itself. For more information, see SmartViews.

Note

 This option is not available for the Task form and the Broadcast form.

Displaying Activity Feed on the Remedyforce Console forms

Starting with the Winter 17 release, you can now open the Activity Feed from the forms on the Remedyforce Console. This option is available on the right side of the form.

Clicking the Activity Feed icon  will enable you to open the activity feed for that form. You can now add the notes and attachments for any record using the Activity Feed option.

Note

 This option is not available for the Broadcast form.

Enhancements to the type ahead functionality

Starting with the Winter 17 release, the following enhancements have been made to the type ahead functionality:

  • When you perform a search and enter a minimum of two characters, those entered characters are highlighted in the records that are displayed as search results. For more information, see Searching for records in the list views.

  • For new incidents and service requests, under Assignment Details, when you enter the staff member name under the Staff field, the configured image of the staff member is displayed along with the user name and email ID.

Displaying the full name for the Client ID field

On the Remedyforce Console forms, after you type a minimum of two characters for the Client ID field, the client’s username, full name, and its configured image is displayed. Additionally, when you click the  user info icon for the Client ID field, the email ID and the configured image of the client is displayed.

If the user has an account name, that account name is also displayed in the Client ID field.

As a system administrator, you can configure the settings to display the configured image for the Client ID field. For more information, see Configuring Global Search settings.

Embedding videos in knowledge articles

Starting with the Winter 17 release, the knowledge article form has been redesigned. As users with the ServiceDesk Staff and ServiceDesk Change Manager profiles, you can now add the URL of the video (for example, the Youtube URL) under the Video Details section in the Video URL field while creating a knowledge article. The embedded video link will be displayed after launching the knowledge article. The default height and width of the video is 360 and 640 pixels respectively. For more information, see Creating a knowledge article.

As a system administrator, you can configure the knowledge article settings while creating knowledge articles. For more information, see Configuring knowledge articles.

Remedyforce discovery enhancements

Starting with the Winter 17 release, the following enhancements have been made to the Remedyforce agentless discovery:

  • If you forget your Discovery Server password or if you change your password to follow security policies, you can now change or reset password of your Discovery Server. For more information, see Enabling and configuring discovery.

    Note

    The Change Password and Forgot Password links are available only after you enable and configure Remedyforce discovery.

  • To monitor the activity of the Discovery Server, you can check the status logs for the server that are available in the Discovery Audit Logs object. The status logs include:
    • Enabling and disabling of discovery
    • Provisioning of the Discovery Server
    • Updating Discovery Server password
    • Viewing the success or failure status of the request to keep the Discovery Server alive
      To access these logs, see Verifying Discovery Server status

Reconciliation of CMDB records - BETA

Starting with the Winter 17 release, reconciliation (BETA) enables you to  avoid adding duplicate configuration items (CIs) and assets to your Remedyforce CMDB.

The reconciliation process enables you to achieve the following goals:

  • Merge information from different data sources: With multiple data sources to add CIs and assets to your CMDB, you might get different data related to one record. If you enable and configure reconciliation, you can merge information about a CI or asset. Therefore, reconciliation enables you to make your Remedyforce CMDB richer with information.

  • Avoid duplication of information: With multiple data sources, you risk data duplication. 

To configure reconciliation, you need to create a reconciliation rule by selecting the field or fields which determine a unique record within a class. The following figure shows an overview of the reconciliation process. For more information, see Managing reconciliation - BETA.

SmartSync - BETA enhancements

Starting with the Winter 17 release, the following configuration settings have been added for SmartSync - BETA:

  • Templates
  • Service Request Definition

For more information, see Configuring SmartSync - BETA.

Related topics

Enabling new features in 20.17.01

Known and corrected issues

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