Upgrade FAQs

Starting with version 20.15.01 (Winter 15), BMC Helix Remedyforce implemented the Hybrid Upgrade Model. This model provides the following options for upgrading your existing BMC Helix Remedyforce environment to the current version:

• Automatic Upgrade: Wait for BMC to automatically upgrade your organization.
  For information about dates on which BMC will automatically upgrade all sandbox and production organizations that are on the latest version of 20.16.01.xxx and its hotfixes, see Release-schedules. Because of the number of queued upgrades, BMC cannot provide a specific time for upgrading any specific organization besides the date.
• Self-Upgrade: Perform the upgrade according to your own schedule and requirements.
  Based on your organization's needs and internal change control processes, you can perform a self-upgrade at any time or on any day before the scheduled automatic upgrade by BMC. The self-upgrade process provides you the highest level of flexibility and control of your upgrade, and requires no intervention from BMC. Please take note about the scheduled platform maintenance so that your upgrade does not conflict with any other system or platform maintenance. For possible platform dates, see http://trust.salesforce.com.

Before your organization is upgraded to the current release, you must review enhancements of the previous release and understand the actions that you must perform after BMC upgrades your organization.

System administrators can log on to each organization and navigate to the required path:

• For Salesforce Classic, go to Setup > Build > Installed Packages.
• For Salesforce Lightning, go to Setup > Apps > Packaging > Installed Packages.

The version number is listed next to the BMC Remedyforce managed package. The following is a mapping of BMC Helix Remedyforce version numbers to the more commonly known names:

If you do not Self Upgrade your organization prior to the scheduled dates for the Automatic Upgrade, BMC will automatically upgrade your organization. For more information, see Release-schedules.

BMC performs the upgrade for you only during the specified dates for the Automatic Upgrade option. If you have customizations or other special requirements, contact your Customer Success Manager.

You may opt out of the Self Upgrade option but not the Automatic Upgrade option. Unless you self-upgrade your organization prior to the scheduled dates for the Automatic Upgrade, BMC will automatically upgrade your organization. For more information, see Release-schedules. If you have customizations or other special requirements, contact your Customer Success Manager.

Because production and sandbox organizations are separate environments, upgrading one will not impact the other. Also, the upgrade process is the same regardless of the type of organization. BMC recommends that you upgrade your sandbox organization prior to your production organization, although it is not mandatory. It is also not a requirement to have a sandbox organization. For additional information about sandbox organizations, see Salesforce Help.

Prior to upgrading a sandbox organization, you must click the Remedyforce Administration tab, and you must not navigate to any other page until the Remedyforce Administration page is loaded completely. The initial load might take several seconds. Sometimes when sandbox organizations are refreshed, the system administrator does not open the Remedyforce Administration tab, which causes an Out Of The Box missing notice during the upgrade.

If you choose the Self Upgrade option, you can upgrade any organization at any time as long as you upgrade before the Automatic Upgrade dates listed previously. BMC recommends that you upgrade your sandbox organization prior to your production organization, although it is not mandatory.

For the Automatic Upgrade option, the organization types will be upgraded as defined in Release-schedules.

You should not see any down time during the upgrade process. BMC recommends that you upgrade sandbox organizations before production organizations, especially if you use custom code, objects, or classes.

You must perform all of the required post-upgrade actions, taking a special note of permission sets and profiles. For more information, see Configuring-profile-level-permissions-after-self-upgrade-or-automatic-upgrade. To perform additional steps to enable the new features in this release, see Enabling-new-features-in-20-22-01.

For information about the overall upgrade process, see Overview-of-the-upgrade-processes. 

You can note the scheduled platform maintenance to make sure that your upgrade does not conflict with any other system or Salesforce maintenance. For possible platform dates, see http://trust.salesforce.com.

You might have enabled a Salesforce setting, which uploads files as Salesforce files, not as attachments. To enable clients to view files attached to records, perform the following steps: