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BMC Helix Remedyforce 20.23.01 sandbox testing guidelines

The BMC Helix Remedyforce 20.23.01 (Winter 23) release contains enhancements and defect fixes to improve the product quality. We recommend that if you choose to self-upgrade, then you must first upgrade and test 20.23.01 in your sandbox organization before pushing this version to your production organization.

This topic provides recommended validations related to the enhancements and defect fixes that are addressed in the BMC Helix Remedyforce 20.23.01 release. Since these guidelines do not cover all customizations or configurations that are specific to your organization, we recommend that you use this topic as a reference for understanding the possible product areas, which are updated. As partners and customers, do not limit your validations to the testing guidelines that are mentioned in this topic. You must also execute your test cases to make sure that all the use cases important to your business continue to work as expected. For more information about the enhancements in this release, see 20-23-01-enhancements-and-patches. 

The following table explains the recommended validations.


Product Area / Feature

Sub Feature

Recommended Validation

Documentation Link

  • Remedyforce Administration
  • Remedyforce Console
  • Service Desk on Salesforce Mobile App

Availability of the outbound email address for users of permission sets

  • After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Configure Email > Email Conversation Settings are intact and work as expected.
  • Verify if you can assign an outbound email address to users of specific permission sets using the Email Conversation Settings page.
  • An email address configured for all users, profiles, or permission sets must be accessible from the following pages:
    • Remedyforce Console > Record form > Actions > Email
    • Remedyforce Console > Record form >  Activity Feed
    • Remedyforce Console > Record form >  SmartView
    • Remedyforce Console > Record form > Details
    • Service Desk on Salesforce Mobile App > Actions > Email
  • Remedyforce Administration
  • Remedyforce Console

Queue assignment based on permission sets

  • After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Manage Users > Manage Queue Availability are intact and work as expected.
  • Verify if you can assign a queue to users of specific permission sets on Remedyforce Administration > Manage Users > Manage Queue Availability. All use cases relevant to queues must work as expected.
  • Verify if queues are accessible from the following pages or modules:
    • Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment
    • Queue lookup or typeahead in Remedyforce Console > Record form
    • Remedyforce Console > Record form > SmartView
    • Incident assignment to a queue
    • Task and change request templates
    • Queue auto assignment
  • Remedyforce Administration
  • Remedyforce Console
  • Self Service 3.0
  • Service Desk on Salesforce Mobile App
  • Digital experience sites

Availability of templates for users of permission sets

  • After upgrading to Winter 23, verify if the settings configured on Remedyforce Administration > Configure Application > Templates are intact and work as expected.
  • Verify if you can assign a template to users of specific permission sets on Remedyforce Administration > Configure Application > Templates. All use cases relevant to templates must work as expected.
  • Verify if templates are accessible from the following pages or modules:
    • Lookup field or typeahead under Remedyforce Console > Record form > Template
    • Remedyforce Console > Record form > Agent Tools > Suggested Templates
    • Remedyforce Console > Record form > SmartView
    • Search feature or Common Service Requests in Self Service 3.0
    • Lightning web components
    • A template lookup field in Service Desk on Salesforce Mobile App

Remedyforce Administration

Remedyforce administrators to reset the Salesforce organization password of users

A Remedyforce administrator with the following permissions must be able to reset the Salesforce organization password of other users:

  • Allow password reset in Remedyforce
  • Remedyforce administrator

After clicking the Reset password button on the Clients form, clients must receive an email notification. Clients should be able to reset their password by clicking the link in the email.

  • Remedyforce Administration
  • Remedyforce Console
  • Remedyforce CMDB
  • Self Service 3.0


Enhanced user interface for the color picker

The upgraded color picker must be available on the following pages:

  • Remedyforce Administration > Application Settings > Consoles
  • Remedyforce CMDB > Launch CMDB Explorer > Line Settings
  • Remedyforce Administration > Configure Self Service > Branding > Create New Theme

Existing color settings must be intact. If required, you should be able to update them using the upgraded color picker.

  • Workflows
  • Flows

Use flows to automate processes

  • Existing workflows must be intact and work as expected.
  • Out-of-the-box flows are available from Setup > Flows. 
  • You should be able to activate or deactivate out-of-the-box flows. Verify if you can update or customize them as per your business needs. 

Remedyforce Console

Service Outage

  • Verify if you can access and edit service outage list views from Remedyforce Console > Service Outages.
  • You should be able to create new views for service outages by using the Create New View option.

Digital experience sites

Knowledge Article

Verify if you can access a knowledge article via digital experience sites. You should be able to print a knowledge article and submit feedback too.

Digital experience sites

Service Request

In digital experience sites, when you update the Requested for field in a service request, verify if text fields that have default values get refreshed.