20.21.02 enhancements

Allow clients to submit tickets based on templates

Remedyforce administrators can select the new Template parameter while configuring the Submit Ticket component for Experience Cloud Sites and Lightning App pages. The selected template is applied to the corresponding ticket form.

For more information, see Configuring-Lightning-Web-Components.

Allow clients to copy, close, and reopen service requests and tickets

The existing Service Catalog component is enhanced to allow clients to copy, close, and reopen tickets and service requests. To enable this functionality, Remedyforce administrators must configure the following settings:

• Remedyforce Administration > Configure Self Service > Incidents > Allow clients to copy incidents
• Remedyforce Administration > Configure Self Service > Incidents > Allow clients to close their incidents
  
• Remedyforce Administration > Configure Self Service > Incidents > Allow clients to reopen their incidents

For more information, see Configuring-Lightning-Web-Components.

Allow clients to save service requests as drafts

The existing Service Catalog component is enhanced to allow clients to save service requests as drafts. The Save Draft button is displayed on a service request form when Remedyforce administrators enable the following setting:

Remedyforce Administration > Configure Self Service > Service Requests > Enable service requests to be saved as drafts

For more information, see Configuring-Lightning-Web-Components.

Allow clients to submit or delete drafts of service requests

The View Requests component is enhanced to allow clients to view drafts of service requests, submit them, or delete them. For more information, see Configuring-Lightning-Web-Components.

Allow clients to view tasks linked to tickets and service requests

For Experience Cloud Sites and Lightning app pages, Remedyforce administrators can configure the existing View Requests component and allow clients to view linked tasks.

• The Tasks section is visible on a ticket or a service request form if the following setting is enabled:
  Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records
• In the Tasks section, fields are displayed from the task fieldset selected under Remedyforce Administration > Configure Self Service > General Self Service Settings > Field set to show columns in the Task tab on the Tickets and Service Requests pages.
• The Tasks section displays tasks for which the Display in Self Service check box is selected on the Task details page. By default, the Display in Self Service check box is not displayed on the Task details page. You must make this field available in the Console - Task Details field set.

For more information, see Configuring-Lightning-Web-Components.

Allow clients to search records and submit requests from the search page

Remedyforce administrators can configure the following lightning web components:

• Remedyforce Search Results: After configuring, this new component allows clients to search the following from Experience Cloud Sites and Lightning app pages:
  • Common tickets
  • Self-help articles
  • Service requests
  • Broadcasts
• Request from Search Results: After configuring, this new component allows clients to submit tickets and service requests from the search page if search results are not satisfactory.

For more information, see Configuring-Lightning-Web-Components.

Allow clients to view broadcasts

For Experience Cloud Sites and Lightning app pages, Remedyforce administrators can add the new View Broadcasts component and allow clients to view the following:

• Broadcasts that are active and have the following check boxes selected on Broadcast Form:
  • Display in Self Service
  • Scroll Message
• Broadcast details such as Broadcast ID, Message, Priority, and Broadcasted.

For more information, see Configuring-Lightning-Web-Components.

Allow clients to view self-help articles and their details

For Experience Cloud Sites and Lightning app pages, a Remedyforce administrator can configure the new Self Help Articles component. After configuring, clients can view Remedyforce self-help articles from Experience Cloud Sites and Lightning app pages. Clients can click any self-help article, view its details, and rate it too.

For more information, see Configuring-Lightning-Web-Components.

The existing aura component called Self Help Articles is deprecated in the BMC Helix Remedyforce 20.21.02 (Summer 21) release. We recommend that you use the new Self Help Articles lightning web component.

Allow clients to use lookup filters on ticket and service request forms

Lookup filters configured for Self Service 3.0 are applied to ticket and service request forms in Experience Cloud Sites and Lightning App pages.

• When a lookup filter is active and the Apply in Self Service check box is selected, it is applied to ticket and service request forms.
• Value type of lookup filters are supported in service request inputs.
• Field and Value type of lookup filters are supported for tickets.

For more information, see Configuring-Lightning-Web-Components.

Remedyforce Marketplace no more exists

Because BMC Marketplace is no longer available on marketplace.bmc.com, the Remedyforce Marketplace tab is removed from BMC Helix Remedyforce.

• This tab is not visible in freshly installed organizations.
• Although this tab is visible in upgraded organizations, no data is displayed when you click it. Remedyforce administrators can remove this tab from Setup > Tabs.

BMC is exploring a new, more dynamic partner marketplace that expands the functionality and performance of our current solution. In the interim, BMC still offers a variety of integrations and partner programs to meet your strategic needs. They are listed on the BMC corporate website ‘Integrations and Partners’. More details will be posted about the replacement system as they are available.

Replacement of Salesforce legacy API versions up to 30 with the latest version 

Salesforce is planning to retire the following API versions:

• SOAP: 21.0, 22.0, 23.0, 24.0, 25.0, 26.0, 27.0, 28.0, 29.0, 30.0
• REST: v21.0, v22.0, v23.0, v24.0, v25.0, v26.0, v27.0, v28.0, v29.0, v30.0
• Bulk: 21.0, 22.0, 23.0, 24.0, 25.0, 26.0, 27.0, 28.0, 29.0, 30.0

Remedyforce features that use the above API versions might experience disruption because of the retirement. To ensure the smooth functioning of features and avoid disruption, API versions up to 30 are replaced with the latest version of Salesforce API in BMC Helix Remedyforce.