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This is the first of two blogs covering the common challenges in selecting the right discovery tool(s), why there can be confusion, and where to start with your own evaluation or assessment. The subsequent blog will provide more prescriptive guidance around evaluating and selecting discovery tools along with a pragmatic approach for peaceful co-existence when multiple tools are involved.

 

Discovering Discovery: Selecting IT Discovery Tools Made Easy

 

Part 2 will be posted next week.

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A single minute of video is worth 1.8 million words.

 

Today’s modern workforce prefer a visual demonstration over reading any article or content. According to the analytics shared in the Video Retention Rates blog, an average user spends 88% more time on a website with video than a website without one.  As videos are more engaging than the written content, viewers can retain more information as compared to when they read the textual information. Keeping this in mind, Remedyforce has introduced the ability to embed videos in Knowledge Articles that addresses the following two issues:

  • Users sometimes find it hard to follow steps. A video helps reinforce the steps and can help answer lingering questions.
  • Some users prefer videos to reading text.  This offers another channel for the user to learn something.

 

How are embedded videos helpful?

Consider a scenario where multiple clients raise tickets for a common issue, such as “Skype for Business” is not working. In such a scenario, all affected users log tickets that take time to get resolved. Users are blocked from using IM for a certain duration until their tickets are resolved. At the same time, agents have to address the same issue for all the affected users. At such times, the affected users can take help of knowledge articles that would help them resolve their issue without having to wait for an agent to respond. In addition to the textual content, users can also refer to the videos embedded in the knowledge article, if any, to resolve the issue in time. Even agents addressing the issue can refer the knowledge article and the videos to resolve the issue in a shorter duration.

 

How does the feature work?

Earlier, a knowledge article comprised a heading with a descriptive text-only solution. With the restructuring of the knowledge article object, the knowledge article has different sections as follows.

  • There is a text section to describe the steps to be followed to resolve an issue.
  • Thereafter, there is a video section to embed a streaming video. This video can augment the text content in the previous section.

 

The following image shows a how the knowledge article preview looks like with embedded video.

Where do you store the videos?

Videos are not stored in Remedyforce; they can be stored on any site that supports video streaming, such as Vimeo and YouTube. It can also be a service in your data centre which supports video streaming. For details on how to embed videos in knowledge article, click here.

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I can’t help but feel a bit nostalgic at this time of year, so I wanted to recap the AMAZING year our Remedyforce product had in 2017! We launched two full releases in 2017: Winter 17 and Summer 17. This is also a good reminder to review what you as our valued Remedyforce customers chose to enable from both releases this year, and what you perhaps have tabled to visit in the new year. For that matter, we’ve taken the guess work out of ALL our Remedyforce releases so if you would like to recap features and functionality from each one of our previous Remedyforce releases, please reach out to your dedicated Business Relationship Manager on our Customer Success Team and ask them to review the “Remedyforce Feature Function Health Tracker” with you.

 

So please indulge me a little and join me in looking back at 2017! Where did the year go?

 

Winter 17

 

Winter 17 was released in January of 2017 and boy was it a FANTASTIC one! Probably the two biggest stories around Winter 17 were the user interface enhancements we made to the Remedyforce Console UI as well as the official release of our new Self Service 3.0 UI. The goal of these major enhancements was to increase productivity and user adoption. We heard you loud and clear and so we delivered!

 

Starting from a Remedyforce Console UI perspective, we introduced the re-styling of the console. The new interface allowed for console functionality like view customization (the Column Headers field set became a "template" of sorts where you as the administrator decided what fields your staff could use in the Console View for a given module, and they decided what fields they want to see and what order!). The new “Assign to Me” functionality was included as well in that under Change Owner, your staff could now select multiple records and very easily assign those records to themselves (as long as they were a member of the associated Queue of course). Better visualization for "new" records in the Console was made available (similar to what you see with new emails highlighted, you can highlight new records in the same way). Support for Salesforce Lightning Experience was enabled as well in the Remedyforce Console. These were just a few key highlights.

 

User productivity was shown to be increased through added functionality:

  • Single click record assignment saves staff time. Easily assign records to a user.
    • Activity Feed shows staff all actions and attachments associated with a record on the main screen.
  • SmartViews help visualize where a record lives within its own ecosystem.  For example, a SmartView of a Service Request can visually show you all the tasks, services, assets/CIs change requests, attachments and notes that are associated with that record. A great example of this is a complex Service Request for onboarding an employee.
    • Shows notes and attachments assigned to each record associated with the record being viewed.
  • Knowledge articles support embedded video to assist with faster problem resolution.

 

And for those of our Remedyforce customers utilizing self-service as a service channel for your customers to decrease agent logged tickets (freeing them up to focus on more complex incidents or perhaps problem tickets!), in Winter 17 we provided you with a modern, intuitive self-service portal to allow for increased end-user adoption of self-service by making it easier to find information. Key highlights here included:

 

  • Branding – set color schemes and logos to match your organization’s look and feel
  • Tile Visibility and Control that allowed you to control what is available on self service
  • Self Help Articles and Service Health were made easily accessible in self service
    • Ability to embed videos in knowledge articles so users can resolve their issues faster.

 

And then just to round it all out and give you even more, we provided the Smart Practices Content packs for HR and Facilities! As a recap, these little “free” packages of goodness used best practices and requests gathered from our customers to help you quickly implement Remedyforce in departments outside of IT reducing the time to configure Non-IT service requests and recognize your Remedyforce investment immediately.

 

Summer 17

Summer 17 was released in July of 2017 - ah yes, the dog-daze of summer! Summer ’17 further extended the benefits that Remedyforce customers enjoy in that organizations of all sizes and maturity levels could compete on a level playing field as they digitally transform their business with enterprise-level encryption, self-service, and CMDB reconciliation.

 

Remedyforce Summer 17 introduced support for Salesforce Shield Platform Encryption for customers who have identified a need for encrypting their Remedyforce data at rest (as opposed to data transmitted over a network). This allows companies to confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private, sensitive and proprietary data.

 

CMDB Reconciliation was a well-received addition in Summer 17! We were so excited for this intuitive rule-based CMDB reconciliation capability to improve data quality while reducing the risk of data duplication across multiple data sources. Key highlights included:

  • Easily define and manage rules by class
  • The power to create simple (ex. single field) or complex (ex. multi-field) rules.
  • Enforced from any source including imports and user entry
  • Detailed and consolidated logging to track reconciliation activities by record for quick troubleshooting

 

Speaking of the CMDB we also provided you with convenient and quick access to CI/Asset details from Incidents. Key highlights here included:

  • Configurable tooltip to view CI/asset details, enabling the administrator to define which fields appear when hovering over any associated CIs/assets
  • Option to drill into CI/asset details for additional analysis

 

And last (but not the least!) we also used the Summer 17 release to continue to build on the user experience enhancements from Winter 17: the Remedyforce Console and Self-Service 3.0. Improvements to the console enabled staff and admins to quickly work through tickets and service requests and improvements to Self-Service 3.0 provided for:

 

  • Enriched service catalog with images and rich text description to enable end-users to select the most appropriate service request.
  • Flagging of requests that require action by end-users to improve speed of closure of tickets, improve end-user satisfaction with service desk, and meet SLAs.
  • Quickly searching for your existing requests on any field and set up filter criteria on existing requests. The system remembers your filters, so you do not have to enter them every time.
  • Customize summary record card to display relevant information to end-users as they browse through their requests.
  • User lookups have been enhanced with users’ profile photo, name, and email, making it easier to select the right users to create requests on behalf of.

 

The best is yet to come….

 

     I’m so excited for the wonderful promise of a fresh exciting new year. In the Remedyforce world, 2018 promises to deliver two more exciting Remedyforce releases (Winter 18 and Summer 18 of course!).

 

Have you joined our Winter 18 Early Access Program yet? As a reminder, The Early Access Program lets you get exclusive access to the upcoming Remedyforce Winter 18 release (hosted in our Sandbox) as well as insight into the release, demos, and access to our product management team as well as some of our R&D team.

 

https://communities.bmc.com/groups/remedyforce-winter-18-early-access-program

 

As always you can contact your dedicated Business Relationship Manager for more information with respect to what’s coming in Winter 18 and beyond! Don’t hesitate to reach out to us RemedyforceSuccess@bmc.com.

 

Thank you!

 

As I close out my last blog post of 2017 <sigh> I want to offer a very special THANK YOU and hearty acknowledgement of our Remedyforce AMAZING Product Management team for an amazing product year: Chad Haftorson Virginia Leandro John Fulton Nikhil Deshpande  of course extreme gratitude for our amazing development team!!

 

And on behalf of our entire Remedyforce family across the globe…we want to extend a very warm thank you to YOU – our Remedyforce customers – thank you for your continued trust in BMC and Remedyforce.

 

Happy Holidays everyone!! See you in 2018!!

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As we head into year end, Salesforce has combined their November/December 2017 Tech Update. 

 

Upgrading Email to TLS 1.1+

TLS 1.0 for inbound and outbound connections to Salesforce were disabled this year between July 22 through November 11th.  Salesforce is now announcing that TLS 1.0 for email will be disabled starting on March 6, 2018.  This disablement will be completed on all Salesforce instances by March 8, 2018.

 

No action will be required if your company email supports TLS 1.1 or higher for email. 

 

See pages 5 & 14 for details.

 

Default Certificate Retirement Impacts SAML SSO

Salesforce is retiring their default certificate.  If your organization uses Service Provider (SP)-Initiated SAML login to Salesforce and your Identity Provider validates signatures in SAML requests you will be impacted.  Please contact your Service Provider to see if you will be impacted.

 

Details can be found here:

https://help.salesforce.com/articleView?id=Retirement-of-Default-Certificate-affects-SAML-Single-Sign-On-into-Salesforce&language=en_US&type=1

 

See page 6 for details.

 

Instance Refreshes

EU5: Saturday, December 2, 2017 between 22:00 - 00:30 UTC

EU2, EU3: Sunday, December 3, 2017 between 03:00 - 05:30 UTC

 

For more information:

https://help.salesforce.com/articleView?id=Instance-Refresh-Maintenance-FAQ&language=en_US&type=1

 

See pages 7, 16 - 17, and 19 for details.

 

Site Switch Schedule

Each Salesforce instance is built and maintained in two geographically separate locations.  Site Switches allow Salesforce to switch the location of the active site for maintenance, compliance, and disaster recovery purposes.

 

Details can be found here:

https://help.salesforce.com/articleView?id=000264798&type=1&language=en_US

 

See page 8 for details.

 

Feature Retirements

Feature retirements and details can be found here:

https://help.salesforce.com/articleView?id=000240291&language=en_US&type=1

 

Ones of note:

  • Salesforce Classic Mobile App to Retire on December 1, 2017 (See page 23 for details)
  • SOAP API Legacy Versions will retire in Summer '18 (details on page 25).

 

Plan and Prepare for Org Maintenance & Releases Site

Salesforce has a new and improved Plan and Prepare for Org Maintenance and Releases stie.  See here:

http://pages.mail.salesforce.com/gettingstarted/org-maintenance-releases/

 

Trust Notifications - Self-Subscribe

Be sure and sign up for Trust notifications for your Salesforce site. 

 

See page 18 for details.

 

Salesforce System Maintenance Schedule

Salesforce now publishes their System Maintenance Schedule.

 

See page 21 for details.

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A picture’s worth a thousand words, at least that’s how the saying goes. We at BMC Remedyforce are excited to share a fantastic picture showing the ever evolving Remedyforce Ecosystem !

Slide4.jpg

The picture above shows all the great integrations that Remedyforce has with other complimentary products. We continue to add partners to this picture to help our customers extend the use of Remedyforce within your company !

 

We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other native integrations can be configured within the Remedyforce administration interface. For custom requirements, Salesforce and Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase 'ProcurementNOW' that helps expand the use of Remedyforce.

 

ProcurementNOW provides IT Procurement Management as a plug in module to your Remedyforce system. Out of the box functionality enables end users to request to purchase IT assets from the self service portal.  Built in workflow routes each request to the Procurement team for review and approval.

 

Members of the Procurement team work in the Remedyforce Console to manage the IT Procurement Management lifecycle from request through inventory receipt.  Within each purchase request the assigned staff can leverage the out of the box Visualforce page to view, print, or email a purchase order for processing.


ProcurementNOW allows you to instantly gain visibility and control for your IT asset purchases, who the assets are assigned to, and manage inventory in real time.

 

Find out more in the upcoming webinar.

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Do you think you are a bright star and know Remedyforce as well as you think you do?

If so, check out  Remedyforce Trivia on our CustomerConnect website.

 

Every week we will post 10 Remedyforce related questions. Each correct answer will earn you 10 points and if you successfully answer all 10 questions correctly, you will receive  Bonus points! These questions will be geared to Product knowledge, ITIL, Best Practice and a few other surprises!  Come join us every week to earn your points and earn some knowledge.  Points earned can be redeemed for any of the rewards too!

 

Good luck to ALL!

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The Remedyforce Customer Success organization has heard some requests from our Remedyforce customers for refreshed and/or updated content and additional online Remedyforce Training courses. We heard you loud and clear and so we acted! We are very excited to announce our refreshed Remedyforce web based training course offerings in our Remedyforce Online Training Series!

 

As more courses are refreshed and added to the education site, I’ll be blogging about it to ensure our customers are receiving the latest and greatest information. Therefore, stayed tuned to our Remedyforce Communities site for future updates.

The latest and greatest available courses are as follows:

  • BMC Remedyforce: Fundamentals for Administrators – Part 1
  • BMC Remedyforce: Fundamentals of Incident Management & Problem Management
  • BMC Remedyforce: Fundamentals of Change Management & Release Management
  • BMC Remedyforce: Fundamentals of Service Request Management
  • BMC Remedyforce: Fundamentals of Service Level Management

 

As a reminder, all our web based training courses are self-paced and available to you at no cost. All you should do is simply log onto your BMC Academy account. If you have not previously set up a BMC Academy Account or taken any of the web based training's, you can create an account through this link: https://webapps.bmc.com/profile/register. If you have any questions about your BMC Academy Account or have trouble logging in, please contact education@bmc.com or your Remedyforce Business Relationship Manager.

 

Now let’s review the five new courses in some detail to help you consider who might benefit from taking the courses by reviewing the content descriptions of each of the courses.

Once you are logged into BMC Academy, you can navigate to the search junction and enter “Remedyforce fundamentals admin” and the BMC Remedyforce: Fundamentals for Administrators – Part 1 (WBT) will automatically retrieve the course -

A.jpg

 

This online course explains the perceptions and processes related to the administration and configuration of BMC Remedyforce. These concepts and procedures will help Administrators to use the application and configure the essential settings for an organization.

 

The second in our series is the BMC Remedyforce: Fundamentals of Incident Management & Problem Management (WBT). In the search junction input “Remedyforce fundamentals incidents” and it will automatically retrieve the course –

B.jpg

 

This online course is designed and recommended for BMC Remedyforce Service Desk staff users. This self-paced course introduces participants to the features of Incident Management and Problem Management and explains the concepts and procedures of Incident Management and Problem Management processes. These concepts and procedures will help staff users to create, manage, and work with Incidents, Tasks, Broadcasts, and Problem records in BMC Remedyforce.

 

The third in our series is the BMC Remedyforce: Fundamentals of Change Management & Release Management (WBT). In the search junction input “Remedyforce fundamentals change management” and it will automatically retrieve the course –
C.jpg

 

This online course is designed for BMC Remedyforce Change Managers. This course introduces participants to the features of Change Management & Release Management and explains the concepts and procedures of Change Management & Release Management processes. These concepts and procedures will help change managers to create Change Requests and Releases in BMC Remedyforce.

 

The fourth in our series is the BMC Remedyforce: Fundamentals of Service Request Management (WBT). In the search junction input “Remedyforce fundamentals service request” and it will automatically retrieve the course –

D.jpg

 

BMC Remedyforce is a cloud-enabled service desk with an easy-to-use interface that suits the service needs of many departments. This online course explains the concepts and procedures of Service Request Management. These concepts and procedures will help Service Desk Staff users and Change Managers to create Service Requests in BMC Remedyforce by using Request Definitions.

 

The last in our series is the BMC Remedyforce: Fundamentals of Service Level Management (WBT). In the search junction input “Remedyforce fundamentals service level” and it will automatically retrieve the course –

E.jpg

 

This online course explains the concepts and procedures of Service Level Management. These concepts and procedures will help Service Desk Managers and Change Managers to create and manage agreements and configure service targets in BMC Remedyforce.

 

If you have any questions about Remedyforce training opportunities or Remedyforce in general, please contact your Business Relationship Manager or the Remedyforce Customer Success Team at RemedyforceSuccess@BMC.com. Happy learning and drop us some feedback if you want us to consider additional online courses!

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BMC Software and the Tools, Technology & Training (T3) community were actively listening to our customers and so they acted. The first ‘T3: Service Management & Automation Conference’ was launched last week in Las Vegas and boy what a content rich week it was!

 

As a recap, the T3 conference was organized by Tools, Technology & Training (T3). As the Flagship sponsor, BMC worked hand in hand with providing full support in running the conference to provide an interactive, educational experience for attendees looking to gain mindshare and hands-on views to the latest best-of-breed technologies. Together, they delivered a robust conference focused on giving you an in-depth perspective on the valuable Tools, Technology and Training that will help you succeed in your roles and accomplishing your business needs!

 

BMC Remedyforce was highly prominent as the messaging was all around Digital Transformation, Cloud Technologies and the cognitive digital workplace. We’re sorry to have missed you if you couldn’t join us, but here is a glimpse into the educational content that perhaps will get you excited to join us for the next one! The days were jammed packed with learning sessions focused on hands on demonstrations and knowledgeable presenters coordinating your day from the early morning breakfast sessions through to the relaxed but informative evening networking events. We all know that conferences are all about the sessions so here is a look at some of the well-received Remedyforce sessions that got the groups talking!

 

One of the highest ranked Remedyforce sessions was ‘Creating and Configuring Service Requests’ presented by Aaron Sebastian. This session was focused on helping Remedyforce customers understand how to design service request definitions to capture service requirements, have them approved, route them to appropriate teams across your service organization for fulfillment, set up SLAs, and measure service desk effectiveness. Aaron showed us that you can take really any business service and model it through the process of creating a service request available for your consumers. Don’t forget you can always check out our Customer Success Video series for a very detailed video demonstration of creating and configuring request definitions produced by CSM Mike Leveiller.

 

Lisa Kraas walked us through how to ‘Enable a Digital Workforce with Remedyforce and Salesforce’. In this interactive session, Lisa demonstrated to us that the Digital Workplace is an essential piece of the Digital Transformation roadmap as organizations look to enable new, more effective ways of working while raising Employee Engagement and bringing consumer like experiences to their workforce. She helped us explore the ways Remedyforce can support these Digital Workplace initiatives with real world examples to inspire Customers to action. She focused on self-service, mobility and collaboration and my favorite nugget was the way she highlighted the value from the smart content packs for HR and Facilities service offerings. Really great information!

 

And a conference on Service Management really wouldn’t be complete without the wisdom presented by our very own John Fulton. John delivered a few popular sessions focused on IT Asset Management, Discovery and Configuration Management & the CMDB. In ‘Discover Discovery Everywhere’ John taught us about how Remedyforce Agentless Discovery can be the starting point for maturing one’s discovery strategy and he also discussed the maturity levels and solutions associated with each stage depending on an organization’s focus and maturity. This session created a real buzz of discussion! One of John’s call to actions included reviewing the FAQ on Agentless Discovery and Client Management.

 

John also captivated his audience in ‘Remedyforce CMDB: Getting the most out of the Remedyforce CMDB for Asset and Change Management’. In this session, John taught us how the Remedyforce CMDB offers a range of innovative capabilities to simplify and deliver asset and configuration management including dynamic co-existence of both CIs and asset, data reconciliation, normalization and modeling to improve data quality along with graphical views via the CMDB Explorer to see the relationships, just to name a few.

 

I think the high value of all these sessions I’ve highlighted here in addition to all the other Remedyforce sessions delivered, was the mix of theory (slides) to hands on demonstration and walk through of the powerful Remedyforce solution. My session on ‘Implementing a CMDB: A step by step guide’ was a high level summary of the “Adopt a CMDB Program” that I highlighted a few months ago here on Remedyforce Communities. Please do check it out!

 

So from Remedyforce Service Request Management to the CMDB to Discovery through enabling the Digital Enterprise – the conference really did have something for everyone. As always keep following us on communities and engage our Remedyforce Customer Success team by contacting us through RemedyforceSuccess@bmc.com for information on future conferences and events - including T3 2018!

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Get the most out of Remedyforce by watching the video series by AiM. Associated Interim Management Ltd (AiM) is a UK based International business to business (B2B) service provider that focuses on providing a fusion of business services and technology solutions to organisations through our brand of interim/consultancy services, project services, ICT design and build services, ICT managed support services and training.

 

The videos outline simple use cases that will help you gain a quick understandingin of how to navigate the BMC Remedyforce IT Service Management system and use the solution to enter and access information.

 

Each of the videos is designed to show and learn how to quickly navigate Remedyforce based on different use cases. These videos are not meant to show the complete solution and can be viewed in any order.

 

The BMC Remedyforce Tutorials videos include the console, reports & dashboards, self service, KA, CMDB and administration.

 

So we would like to invite you to go and have a look at them on

 

http://www.aim4gain.com/services/bmc-software-services/service-management/bmc-remedyforce/2765-2/

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Its finally cooled off a bit here  in North Texas.  We had a cool front come through and the weather is perfect to get outdoors and get in a run or a hike without baking in the summer sun!

So, grab yourself a cup of coffee and lets jump into the October 2017 Salesforce Tech Update!

 

Salesforce Winter 18

Salesforce Winter 18 platform update began pushing out to orgs last weekend, October 6 - 7, 2017.  Remaining orgs (including production and sandboxes) will finish up being pushed this weekend, October 13 - 14, 2017.

 

More details about Winter '18 can be found on Pages 5 and 12 - 13.

 

Salesforce Maintenance Release Calendar

Did you know that Salesforce pushes patches weekly as well as daily?  Check out their new Salesforce Release Maintenance Calendar on Pages 6 and 24.

 

Upgrading Instances to TLS 1.1+

The march continues as Salesforce phases out TLS 1.0.   They are still on target to wrap up the transition on November 11, 2017.

 

Details can be found on Pages 7 and 15 - 17.

 

Default Certificate Retirement Impacts SAML SSO

Salesforce is retiring their default certificate.  If your organization uses Service Provider (SP)-Initiated SAML login to Salesforce and your Identity Provider validates signatures in SAML requests you will be impacted.  Please contact your Service Provider to see if you will be impacted.

 

Details can be found on Page 8.

 

Instance Refreshes

  • AP2 - Sunday October 22, 2017 from 12:00 a.m. - 2:45 a.m. JST
  • NA28 - Saturday, October 21, 2017 between 7:00 p.m. - 11:00 p.m. US Pacific Time
  • EU2, EU3 - Sunday, December 3, 2017 between 03:00 - 07:00 UTC
  • EU5 - Saturday, December 2, 2017 between 22:00 - 02:00 UTC

 

See Pages 10  and 19 - 22 for details.

 

Feature Retirements

  • Salesforce Classic Mobile App to Retire on December 1, 2017
  • SOAP API Legacy Versions will retire in Summer '18
  • Access and Support for Lightning Experience with Internet Explorer version 11 extended to December 2020

 

See Page 11 and 27 - 32 for details.

 

Continuous Site Switching

October 21: NA32, CS13, CS30, CS50, CS51

 

November 28: CS9, CS10, CS11, CS70, CS71

November 19: NA40, NA51, NA52

 

December 2: NA54, NA55, CS7, CS53, CS54

December 3, NA47, NA63

 

See Page 25 for details.

 

 

 

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What is Salesforce Platform Encryption?

Salesforce Platform Encryption gives data a new layer of security, but at the same time preserves the critical platform functionality. You can use this feature to encrypt sensitive data that is at rest.

 

Why use Salesforce Platform Encryption?

With Salesforce Platform Encryption, companies can encrypt sensitive data for compliance with common regulatory requirements. Thus, it enables companies to confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private data.

Remedyforce email conversation and Platform Encryption

Remedyforce email conversation comes into picture when any of the following actions is performed that includes both plain text, Rich Text, or HTML formats:

  • A client raising a ticket through email.
  • A staff or an administrator replying to the client’s Email through an Email Conversation.
  • A client replying to a staff’s or an administrator’s Email through an Email Conversation

Customers can now encrypt email conversations by enabling Platform Encryption and encrypting the Note field of the History object.

Do you see yourself asking the following questions?

  • What will happen to the email data that is Rich Text formatted?
  • What will happen to the embedded images in emails? Will they get lost?
  • What will happen to the email content? Will it get corrupted?

 

The answers are right here

Support for encrypting a Rich Text field is yet to be offered in Platform Encryption. However, with Remedyforce we have found a way to work around this limitation with minimal impact on existing functionality.

The following points should be considered while sending or receiving emails in Rich Text Format containing embedded images and formatted text.

  • All incoming emails that are received to create an incident or are a part of an Email Conversation are captured and displayed in Remedyforce as plain text.
  • All outgoing emails are received by the recipient in Rich Text Format. However, that Email within Remedyforce is stored and viewed in plain text only.
  • All emails that are in Rich Text Format are saved as plain text in the Note
  • Rich Text formatting and embedded images are not saved in the Email Conversation history. However, embedded images are available as a part of attachments in the Notes & Attachment section of the Record Details page.

 

Email conversation before encryption

The following image shows how an email conversation looks like before encryption.

BeforeEncryption.png

HistoryObjectsBeforeEncryption.png

Some Considerations before implementing Platform Encryption

  • Salesforce Platform Encryption (PE) is an additional cost to customers, which they must purchase if they want to avail the Platform Encryption feature.  Customers can reach out to their Remedyforce Business Relationship Manager or Account Manager for any pricing related information.
  • Once the customer purchases PE, depending on their needs we have equipped Remedyforce Summer 17 with an Encryption Library.
  • Administrators can encrypt only those fields that are supported by Remedyforce. To view the list of fields that are available for encryption, click here

Enabling Platform Encryption for Remedyforce

Encryption feature can be enabled in Remedyforce by going to the Remedyforce Administration > Application Settings > General Application Settings page and selecting the Salesforce Platform Encryption check box.

Encrypting object fields

Following is an example of encrypting fields of Incident and Incident History objects.

  1. 1. Go to Setup > Incident.
  2. 2. Edit fields that can be encrypted by selecting the Encrypted check box.
  3. 3. Go to Setup > Incident History > Note (Note field stores data of Email Conversations).
  4. 4. Edit Note field by selecting the Encrypted check box.
  5. 5. After encrypting fields, Email Conversation is shown as plain text.

 

Email conversation after encryption

The following image shows how an email conversation looks like after encryption.

AfterEncryption.png

HistoryObjectsAfterEncryption.png

 

Benefits of encrypting emails

The benefit of encrypting emails is that it enables customers to send and receive emails that may be confidential, without any worry or hesitation as the data at rest gets encrypted. The decision to implement Platform Encryption doesn’t impact the quality of Email Conversation with clients. Clients will continue to have the same existing experience with Email Conversations.

References

Thank you for reading this blog. I would love to hear your thoughts for the same. If you need further information you can refer following links:

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We are excited to announce the launching of the first ‘T3: Service Management & Automation Conference’ to be held during the week of November 6, 2017 at the Palms Casino Resort in Las Vegas.

The conference is being put on by Tools, Technology & Training (T3). As the Flagship sponsor, BMC is providing T3 with full support in running the conference to provide an interactive, educational experience for attendees looking to gain mindshare and hands-on views to the latest best-of-breed technologies. Together, we plan to bring to you a robust conference focused on giving you an in-depth perspective on the valuable Tools, Technology and Training that will help you succeed in your roles and accomplishing your business needs!

We look forward to seeing you all in Vegas!

Below an overview of the Remedyforce sessions taking place. A more detailed schedule, like dates and times for the sessions, you can find on

http://tooltechtrain.com/downloads/T3SMAC_Schedules.pdf

Using Remedyforce Self Service 3.0 - More Powerful and Intuitive Than Ever

Aaron Sebastian
BMC Software

Remedyforce Self Service 3.0 is a modern, fast, intuitive self-service portal that enables your end-users to find solutions to their issues and seek fulfillment of routine service requests. This session will help participants understand how Remedyforce Self Service 3.0 can enable them to increase self-service usage and drive customer satisfaction. The first part of the session will cover administration to enable service desk managers/analysts to configure the self-service portal for meeting their specific needs. This includes setting up branding, service catalog, ticket templates, knowledge articles, service health, and customizing the home page display. Branding allows admins to apply logos and color schemes appropriate to their company. Common service requests and ticket templates allow admins to prominently display the most commonly used templates on the home page. Knowledge articles allow end-users to resolve their issues by themselves. Service health is a dashboard that allows end-users to view current and upcoming outages. The second part of the session will cover how end-users can leverage the power of Remedyforce to fulfill their service needs. Tips and tricks for leveraging features of Remedyforce also will be covered, to enable service desks to close requests to the complete satisfaction of end-users and meet SLAs. Best practices of leveraging Remedyforce self-service will be shared.

Enabling a digital workforce with Remedyforce and Salesforce

Lisa Kraas
BMC Software

What connects the numbers 64 and 62? 64% of Remedyforce C-Levels in a January Tech Validate survey reported that the #1 problem they were trying to solve using Remedyforce was a lack of Self Service, Mobility and Collaborative capabilities.
Is this only in relation to IT Service Management? The clear answer was no. That same survey informed us that; 62% of Remedyforce Customers have extended their use of the solution beyond IT into other Service Management functions, most notably into HR, Facilities, Procurement and Travel.
The Digital Workplace is an essential piece of the Digital Transformation roadmap as organizations look to enable new, more effective ways of working while raising Employee Engagement and bringing consumer like experiences to their workforce.
In this session, we’ll explore the ways Remedyforce can support these Digital Workplace initiatives with real world examples to inspire Customers to action.

Remedyforce Administration Essentials

Hugo Gracia
BMC Software

This is an education track for BMC Remedyforce Customers consisting of 3 x 2 hour training sessions spread throughout the conference.

Implementing Advanced CMDB – A Step by Step Guide & Remedyforce Story

Nancy Hinch-Gualda
BMC Software

How a BMC Remedyforce customer successfully embarked on implementing advanced configuration management, designed, configured and launched the Remedyforce CMDB. Implementing a CMDB can be a challenge because the program crosses the majority of functions within an organization. Join this informative session to hear how one Remedyforce customer went about CMDB implementation by creating an environment for success. We’ll discuss that framework for success focused on:

· Setting the vision and objectives in the short and long term

· Evoking the best practices to crawl, walk and ultimately run

· Creating the environment for success by securing strategic leadership and direction to direct fostering of adoption and cultural change

· Establishing the framework to allow for realistic timelines to accomplish set goals

· Deploying best practice design methodology

· Adhering to critical success factors

· Planning for and executing on communication, training and enablement

How to use BMC Remedyforce for non-IT requests

Olivier Segers
BMC Software

Many organizations allow their clients to submit different types of requests via Self Service. Typically they are more IT oriented type of requests, like password resets, new software, a.o. Within Self Service for Remedyforce their is also a place to submit HR related request like onboarding and off-boarding of employees, which can be automated. Also requests like enhancement requests for internal solutions, new reports, modifications to existing reports, and more can be driven via Self Service for Remedyforce. Self Service for Remedyforce gives customers and employees an intuitive portal where they can resolve their own issues or needs.

How to integrate Remedyforce with Enterprise Apps Using actionHub

Samir Kumar
Cloudaction, LLC

Remedyforce can be the glue to enable collaboration between IT, Customer Service, Engineering, DevOps and many other groups. In this session, we will walk through how to extend your Remedyforce investment with Jira, Service Cloud, BMC Truesight, MTFS, Microsoft SCOM/SOrch, Splunk, SolarWinds and other enterprise solutions. This session will describe in details with live demo on how to use actionHub (Salesforce AppExchange Integration Engine)to integrate Remedyforce into popular cloud or no-cloud based enterprise apps.

Getting the most out of Remedyforce CMDB for Asset and Change Management

John Fulton
BMC Software

In this session, learn about how the Remedyforce CMDB offers a range of innovative capabilities to simplify and deliver asset and configuration management including dynamic co-existence of both CIs and asset, data reconciliation, normalization and modeling to improve data quality along with graphical views via the CMDB Explorer to see the relationships, just to name a few.

Leverage your Platform Investment – easy to integrate and extend

Olivier Segers
BMC Software

Walking through the different integrations with other products both on Appexchange and traditional IT system mgmt. tools in combination with Remedyforce. We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other are native integrations which can be configured within the Remedyforce administration interface. There will always be custom builds, since some of the integrations are based on unique requirements. We then offer for example web services for integration.

Simplify, Elevate and Automate with Remedyforce Agentless Discovery and Client Management

John Fulton
BMC Software

Discovering and managing devices can be challenging.  Learn how Remedyforce Agentless Discovery and Client Management can simplify, automate, and elevate your service management program and how Remedyforce Agentless Discovery can be the starting point for maturing one’s discovery strategy. This session will discuss the maturity levels and solutions associated with each stage in order to assist organizations who want to drive to the higher levels.

Creating and Configuring Service Request Definitions in Remedyforce

Hugo Gracia
BMC Software

As business processes become complex, cross-team dependencies increase for seeking and fulfilling services. Most service organizations in a business, such as IT, HR, Facilities, Finance, etc. are internally facing. They have goals to deliver services to their customers within the agreed-upon SLAs, to the satisfaction of customers. Most service requests are routine in nature, allowing service organizations to standardize how they are requested, approved, and fulfilled. It is no rocket science that standardization helps improve quality of any service. Remedyforce is an ITSM solution built and delivered on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Service request management in Remedyforce is designed to empower service desk managers/analysts with tools to design a standardized, repeatable process for requesting, approving, and fulfilling service requests. Service requests so deployed can be accessed from Remedyforce Self Service 3.0, the Salesforce1 mobile app, and the Remedyforce Console for service desk agents. Attend this session to understand how to design service request definitions to capture service requirements, have them approved, route them to appropriate teams across your service organization for fulfillment, set up SLAs, and measure service desk effectiveness.

Shining a light on the known and unknowns with Remedyforce

Lisa Kraas

BMC Software

A Remedyforce blast from the past and a preview of what’s to come.  This session will explore key features from past releases as well as great resources to support the enablement of new features in your Org. The session will conclude with a Roadmap discussion highlighting areas of focus for the product with feedback from our Product Management Team.

LAB: Integrating Remedyforce with Enterprise Apps (Cloud based or/and On-prem)
Collin Parker
Cloudaction, LLC.

In this Hands-on Lab session, we will show-case/build Remedyforce integration using actionHub with some leading Enterprise applications: 1) JIRA 2) Service-Cloud 3) BMC Truesight 4) MTFS 5) Microsoft SCOM/SOrch and more. This Lab-session will be focused on setting-up actionHub integration engine, connecting Remedyforce with enterprise applications and configuring actionHub to enable business use case.

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As usual Anna came to office and logged in to the system and checked the mail. Later she grabbed a cup of coffee and logged into Remedyforce. In response to a request she had to update CMDB records from data loader. Just as she started, she received a phone call. Anna always thought she was good at multitasking, however she accidentally clicked the delete button instead of update in data loader.  Before she realized her mistake, all CMDB records were deleted from the system!!

picture one.png

 

 

She wanted to get back that data by any means. She shared her problem with one of her colleague John, who is an expert in Salesforce. John consoled her and gave her a suggestion as below.

  1. He clicked on Recycle Bin, change the drop down to "All Recycle Bin" and searched for lost CMDB records. If deleted records are less, then we can directly restore from the recycle bin itself.
  2. There are size limits to the recycle bin (the oldest deleted records will be lost forever to make room for more recently deleted records). If number of records is huge then it is recommended to use a developer console and apex script to restore the data.

 

In this case the number of records was huge so John decided to use developer console to restore the data.

Developer console troubleshooting:

We can add the below filter for getting the required records for specific time-stamp or CMDB Class.

  1. If you want to restore the data that got deleted on a specific day or time-stamp, apply filter for that date / time-stamp on last modified date and time field.
  2. If you want to restore a specific CI/Asset class in CMDB instances, apply additional filter on CMDB class(BMCServiceDesk__ClassName__c).

 

Sample script:

list<BMCServiceDesk__BMC_BaseElement__c> li_DeletedCMDBRec = [select id, LastModifiedDate, BMCServiceDesk__ClassName__c, isDeleted from BMCServiceDesk__BMC_BaseElement__c where isDeleted = true and LastModifiedDate >= 2017-10-13T11:30:00Z and LastModifiedDate<= 2017-10-14T11:30:00Z ALL ROWS];

Undelete li_DeletedCMDBRec;

 

Now John has restored all the CMDB base element records. Anna checked all the CMDB records that have been populated, but she found that the CMDB links with another module are not there. So, John checked it again and found the below solution.

 

Restore CI links with other modules

Follow the same steps as above script. You need to only change the object name from query.

Below is the linked object name:

 

  1. BMCServiceDesk__Account_CI_Link__c
  2. BMCServiceDesk__Incident_CI_Link__c
  3. BMCServiceDesk__Incident_Change_Link__c
  4. BMCServiceDesk__Knowledge_CI_Link__c
  5. BMCServiceDesk__Problem_CI_Link__c
  6. BMCServiceDesk__Release_CI_Link__c

 

Post-restoration Actions:

  1. The owner of the records will be changed to imported user. If the org is configured with sharing rule based on owner, then you need to change the owner of the restored records. Otherwise the visibility of record may be affected.
  2. You might need to create the relationship records if location instance records are deleted.
  3. If CMDB business service records are used in request definition, then you need to re-link the CMDB records to request definition.

                                                                                                 

 

Final Action:

Need to verify the CMDB records from Remedyforce CMDB console. Test all linked records are working as expected.

 

After restoring the data back to org, Anna was so relieved.

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Do you break out into a sweat just thinking about Configuration Management and CMDB? I know the effort can seem overwhelming, but don’t fear – your Remedyforce Customer Success Team is here to help you. We know how daunting a task it may seem but with some guiding principles – a good project management framework and some helpful tools developed by people who have “been there – done that”, we can assure you that there is some light at the end of the tunnel.

 

The identification and management of configuration items (CIs), assets and critical business services along with their relationships to each other are essential to establish and maintain a successful service management program, but where to start can absolutely be intimidating.  By taking a maturity model approach, organizations can quickly establish a foundational CMDB to gain immediate value while strategically building additional value in the more mature areas of change management, configuration management and service level management.

 

Your actual challenge isn’t to create a CMDB, but to maintain one with quality and accurate information to support the many aspects of service management and ultimately assist IT in ensuring they remain relevant to the enterprise.

 

So if you’re thinking about adopting Configuration Management and a CMDB my first piece of advice is to engage your Remedyforce Customer Service Manager. They will walk you through the enablement resources available to you to help your effort.

 

The Step by Step Guide

First, they will review with you the Step by Step Guide that was developed by consultants using the firsthand experiences of their existing Remedyforce Customer. Depending on the level of awareness and Configuration Management process maturity, they can provide you with a refresher covering what a CMDB is (and isn’t!), the difference between Configuration Management, Asset Management and Inventory Management. They can also recommend training if that’s an immediate requirement.

 

The next thing they will review with you is the CMDB Implementation Methodology and walk you through the critical path and things to consider along the way:

 

Methodology.png

 

Some of the key highlights of the five stages outlined in the guide will include project management best practices, building a business case, and determining your scope! You will have to consider a top-down services approach or a bottom – up discovery approach. Not to fear, there is guidance on both approaches to determining your scope:

 

Service model.png

 

To make your job even easier, there is a handy checklist that you can use to make sure you on the right track! Your CSM will review that with you as well.

 

Value Based Outcomes

 

A key piece to remember to help you get started on the right foot is identifying your “why”. What are you value based outcomes? Here are a few to consider that may be the answer to your “why”:

  • Achieve higher levels of customer satisfaction
  • Improve Service Levels
  • Enable accurate incident routing
  • Facilitate and expedite Root Cause Analysis
  • Reduction risks to Production Environments
  • Minimize incidents and outages
  • Simplify Impact Analysis with visibility to dependencies
  • Improve your change success rates
  • Improve estimation of resources and capacity for new application and service releases
  • Reduce maintenance contract costs and license fees
  • Increased accuracy of service costing
  • Improve service level tracking
  • Simplify customer charge models
  • Lower asset TCO

 

CMDB & the all-important data!

 

The other important enablement resource your Customer Success Manager will review with you is the Remedyforce CMDB Master Configuration Map Workbook. In a nutshell, this workbook is going to help you identify ultimately what your CMDB is going to contain:

 

RF CMDB.png

 

The workbook contains all of the OOTB (out of the box) CI classes, relationships and attributes using the CMDB Common Data Model. It’s been formatted in a way to make it a usable and living dynamic workbook to be used by you and your team to manage what is going to be ultimately living in your CMDB.

 

And we haven’t forgotten about the processes – we’ve got some great examples of best practice change and configuration management processes that you can leverage as you decide what your processes are going to be for ultimately managing the integrity of your CMDB.

 

Get started today!

 

Feeling better yet? I hope so. Your friendly Remedyforce Customer Success Manager is here to help you. Even after your walk through of the enablement resources (Step by Step guide, checklist and CMDB Master Configuration Workbook) your CSM can also connect you with seasoned partner resources who are ready to assist and bring their own real-world implementation experience to the table.

 

Drop me a line in the comments section here if you have any questions or feel free to contact our Remedyforce Success team @RemedyforceSuccess@bmc.com. Special thanks to John Fulton and Hugo Gracia for their contributions to what I promise are really helpful enablement resources for our Remedyforce customers!

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You may have noticed that over the last several Salesforce Tech Updates that we have shared with you that Salesforce has announced the end  of life for their Salesforce Classic Mobile App.

Please be aware that there is a new update.

 

With the imminent release of Apple's new iOS 11, the Salesforce Classic Mobile App will no longer be available from the App Store nor will the App work on any devises running iOS 11.

 

Salesforce recommends that if you are still using this App, that you move to Salesforce1 which is now the new Salesforce Mobile App supported by Salesforce.

 

There are no plans to try and address anything around the Classic Mobile App on iOS.

 

Please refer to this Knowledge Article.

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