20.22.02 enhancements and patches

Use complex logic to configure suggested owners and queue auto assignment

Starting this release, an administrator can configure multiple conditions with complex logic using the advanced rule logic. For example, an administrator can configure conditions such as 1 AND ( 2 OR 3 OR ( 4 OR 5 ) ) AND 6. With this feature, you can avoid creating multiple rules.

For more information about the logical grouping, see Configuring-automated-assignment-of-records-to-queues.

Skip out-of-office staff from the automated assignment of records

If automated assignment of records to staff members is configured, records are automatically assigned to staff members. However, if an assignee is out-of-office, records may not be resolved quickly. 

Starting this release, you can exclude out-of-office staff from automated assignment of records by configuring the following settings:

• For out-of-office staff, select the Out of Office check box on the User page. 
• Select the When assigning records, exclude out of office staff check box under Remedyforce Administration > Application Settings > Record Assignment > Configure Staff Auto Assignment.

Automated assignment of records for all queues are based on this configuration.

For more information, see 003.

Visual indicator for out-of-office staff in typeahead

When assigning records to staff members in Remedyforce Console, you can search staff by using the typeahead functionality. Starting from 20.22.02, while searching staff in typeahead, a visual indicator is displayed for staff members that are out-of-office. By skipping out-of-office staff members, you can ensure records are assigned to available staff.

Use the Assign to me option to assign any record type to yourself

In older versions of BMC Helix Remedyforce, staff users can assign incidents and service requests to themselves by using the Assign to me option available in Remedyforce Console list views and on the record form. Starting from 20.22.02, the Assign to me option is available for the following record types as well:

• Task
• Problem
• Change request
• Release
• Broadcast

For more information, see Assigning-records-to-staff-members and Overview-of-the-Remedyforce-Console-tab.

Import valid LAN Endpoint records from BMC Client Management

If the network interface information is available for LAN endpoint class records, they are imported from BMC Client Management. LAN endpoint class records without the network interface information are filtered out during the import process and are not inserted into Remedyforce. This enhancement ensures that valid LAN endpoint class records are imported.

• If you install BMC Helix Remedyforce 20.22.02 or upgrade to it, this feature is available by default. Administrators need not configure any settings. 
• If you use Pentaho packages for importing data, you must download the latest version of the following packages from BMC Communities:
  
  • BMC FootPrints Asset Core CMDB 2.0 for BMC Client Management 12.0: click here to download.
  • BMC FootPrints Asset Core WebServices CMDB 2.0: click here to download.

For out-of-the-box Pentaho packages, you do not have to configure any settings.
For customized Pentaho packages, you must add the following filter:

• 
  
  • Job: TransferAssetCoreLANEndPointinfotoCMDB.kjb
  • Transformation: TransferAssetCoreLANEndPointinfotoCMDB.ktr
  • Step: Filter rows

For details about the filter, download and refer to the latest Pentaho packages.

Chat with multiple clients concurrently

With this release, a staff user can chat with multiple clients at the same time. This feature helps clients to reach out to staff users for assistance without having to wait a long time.

• An administrator can configure the following setting to specify the maximum number of chat sessions a staff member can participate in at a time:
  Remedyforce Administration > Configure Self Service > General Self Service Settings> Remedyforce Chat settings > Maximum chat sessions per staff.
  
  In the Remedyforce Chat window, staff users can specify the number of chat sessions they want to participate in at a time. For example, if an admin selects 10 in the Maximum chat sessions per staff setting, staff members can choose whether to participate in 10 sessions or fewer. 
• Staff users can respond to multiple chats that are initiated from the following applications:
  • Self Service 3.0
  • Experience cloud sites
  • Self Service on Salesforce Mobile App

For more information, see the following topics:

• General-settings-for-Self-Service
• Configuring BMC Remedyforce Chat
• Assisting-clients-via-Remedyforce-Chat

Chat with staff users via digital experience sites

Starting this release, users of digital experience sites can use the Remedyforce chat feature. Clients can chat with staff users from digital experience sites when an administrator configures the Remedyforce chat lightning web component.

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