Skip navigation
1 2 3 Previous Next

BMC Helix Remedyforce

383 posts
Share This:

David Judkins at RightStar came up with a Thumbs Up/Thumbs Down survey. It doesn't take long to set up; read this blog post, and if you're interested, contact RightStar and he'll get it set up for you! (Please don't contact him directly as we don't want him flooded....)

 

https://www.rightstar.com/remedyforce-community/remedyforce-simpler-surveys/

 

Image 1.png

Share This:

Salesforce has planned to deploy changes to Sandboxes within the next few days. These changes can potentially impact your sandboxes. Please assess the impact on your organization and take appropriate action.

 

Salesforce Edge

Salesforce Edge routes requests to the closest Salesforce location where Salesforce Edge is deployed. This brings Salesforce services closer to the user on trusted Salesforce infrastructure. Salesforce has planned to deploy Salesforce Edge to Sandbox environments on July 4, 2020. Sandboxes created or refreshed after this date will use Salesforce Edge services.

 

No action is necessary if you do not allowlist Salesforce IP addresses. If you do allowlist Salesforce IP addresses, and you only allowlist regional IP addresses, Salesforce recommends that you include their current IP address ranges for those regions where you have end-users. This will enable them to connect to the closest available Salesforce data center where Salesforce Edge is deployed. You can find the complete list of IP address ranges in the knowledge article Salesforce IP Addresses and Domains to Allow.

 

For more information, read the knowledge article What is Salesforce Edge?

 

Stabilize the Hostname for My Domain URLs

Salesforce will enforce the Stabilize the Hostname for My Domain URLs in the Sandboxes update on July 11, 2020. This enablement is for existing sandbox orgs with an instance name in their my.salesforce.com hostnames. When the update is enabled, the instance is removed from the sandbox’s URL. For example, MyDomain--SandboxName.my.salesforce.com replaces MyDomain--SandboxName.cs5.my.salesforce.com.

 

This update is automatically enabled for all sandbox orgs created or refreshed since the Spring ’20 release.

For other existing sandbox orgs, the timing of this enablement depends on whether your sandbox is upgraded to Summer ’20 by July 11, 2020:

  • Existing sandboxes on Summer ’20: Update enabled on July 11, 2020.
  • Existing sandboxes not on Summer ’20 by July 11, 2020: Update enabled when your Sandbox is upgraded to Summer ’20.

 

We strongly encourage all admins to test the changes in a sandbox to ensure that the new URL works with firewalls and proxy servers in the network path between your end-users and Salesforce. If you use service provider (SP) initiated SAML to log into your sandbox, work with your identity provider (IdP) to use the sandbox’s stabilized My Domain hostname.

 

For more information, read the Salesforce Summer '20 Release Notes.

Share This:

SSO issue are tricky to resolve if you don’t know how SSO works. Once you have enough understanding, analyse the issue and after that follow debugging steps mentioned below: -

 

  1. Install below tools (any one of them will do) in the SSO environment for debugging live

 

A) Open chrome browser and search for “SAML tracer for Chrome” extension and add it to chrome .

 

    1. This extension is used for tracking SAML request, which we want to track for SAML request which flows between Salesforce and ADFS
    2. SAML-tracer - Chrome Web Store

 

 

B )  You can also add SAML Chrome Panel in debugger tool of chrome

        https://chrome.google.com/webstore/detail/saml-chrome-panel/paijfdbeoenhembfhkhllainmocckace?hl=en

 

C ) You can install Fiddler also

       https://www.telerik.com/download/fiddler

 

 

2) Remember this picture, for the overall flow and debug accordingly by using above tools

 

 

 

3) If you are facing RelayState issue, refer below diagram

 

 

 

 

 

Additional Links: -

https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/en/getting-started-with-single-sign-on-901706267.html

Share This:

     Have you ever wanted to get your Knowledge Articles reviewed and approved? It could be the case that you have a dedicated team to generate knowledge and if they are not always delivering content that would meet your company's criteria it is time to get your Knowledge articles through an approval process, unlike Service Requests, to submit any other type of record (like Knowledge Articles) would require a little extra work.

 

Take a look on this video and learn how to get working your Knowledge Article approval process!

 

Share This:

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

Slide1.jpeg

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

 

We are continuously building out the ecosystem around BMC Helix 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 BMC Helix Remedyforce administration interface. For custom requirements, Salesforce and BMC Helix Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase OwnBackup that could possibly help expand the use of BMC Helix Remedyforce. To set expectations, we are showcasing this vendor because some of you asked the question of how BMC Helix Remedyforce manages the backup of data.

 

OwnBackup accelerates business growth through automatic and complete Salesforce data protection. Our platform provides a comprehensive Salesforce backup and recovery solution that minimizes user-inflicted data loss risk and costs, supports regulatory compliance, and builds business resiliency. With OwnBackup data protection, your organization can avoid unexpected detours along your digital transformation journey.

 

OwnBackup, a top-rated partner on the AppExchange, is here to help you identify the five concepts that really matter when it comes to a comprehensive backup and recovery namely

 

  • Recovery Point Objective (RPO) and Recovery Time Objective (RTO)
  • Data Integrity
  • Security
  • Reliability
  • Accessibility

 

By making the tough decision to retire their Data Recovery service, Salesforce has reiterated their commitment to customer success and trust. Now is the perfect time to reassess your current backup and recovery strategy. Were you completely relying on Salesforce’s Data Recovery service? Why not start backing up with their native Weekly Export service instead? Any backup strategy is better than doing nothing at all.

Now is the perfect opportunity to take a step back and put a comprehensive backup and recovery plan in place to ensure that your Salesforce data has the same level of protection as your other critical systems.

 

Convinced an need a demonstration then go here or do you have a question or remark then please do comment on this blog so we can address them.

Share This:

Hope this post finds you safe and well.  Things are slowly opening back up and hopefully your company has a plan of action as they contemplate opening back up.  We're all still remote for now.  Remember that we're here for you; even if it's to have someone new to talk to! 

 

Now, on to the Salesforce May 2020 Tech Update!

 

Salesforce Summer '20

The Salesforce Summer '20 release has been delayed.  Salesforce recognizes that companies are in a unique place right now and delaying the Summer '20 release allows customers to stay more focused on what's going on right now.  You can find the new calendar on Page 7; but the major push is delayed till July.  Note that Sandboxes will be upgraded to Salesforce Summer '20 starting this Friday, May 29th. 

 

Instance Refreshes

NA37, NA39, NA44, NA45, NA64, NA68: Sunday, June 21, 2020: 02:00 - 05:00 UTC

 

See Page 9 for details.

 

Instance Names

NA37, NA39, NA44, NA45, NA64, NA68: June 21, 2020

New names will be annouced at least six weeks before

See Page 10 for details.

 

Prepare for the Google Chrome Cookie Attribute Change

Google Chrome 80 changes the default behavior of cookies in cross-domain scenarios.  Chrome 80 introduces a new default value for cookie attribute: "SameSite=Lax".  (Previously, the SameSite cookie attribute defaulted to "SameSite=None").

 

Google began rolling out changes to Chrome 80 Stable for an initial limited population starting the week of February 17, 2020.  However, in light of the global circumstances due to COVID-19, they have decided to temporarily roll back the enforcement of SameSite cookie labeling on Chrome 80 Stable.  You can find details here.

 

Both Salesforce and Remedyforce are ready for the SameSite changes whenever Google rolls them out.  If you made changes and tested in your org to prepare for Google's initial SameSite rollout in February 2020, then you're ready too and there's nothing more for you to do.  If you haven't yet prepared your org for this change, please review the entirety of this article for additional information. 

Google Chrome Browser Cookie Knowledge Article

 

See Page 16 for details.

 

Feature Retirements

 

       Salesforce App is no longer supported on Android 6.0.  While the app may continue to work, customers using Android 6.0 will not be able to upgrade or do a fresh install of the app.

 

        Salesforce is planning to retire the Salesforce mobile web experience with the Salesforce Summer '20 release.

        To date you have been able to access the "Salesforce mobile app" experience on your device in two ways, by installing the downloadable Salesforce

        mobile app from Google Play or  the App Store or via a supported mobile browser.  Salesforce is removing access to Salesforce on your browser,

        i.e. the mobile web experience.  Starting in June 2020, you need to have  the  Salesforce mobile app installed on your device or

        use Lightning Experience on iPad Browsers.  See the link for more details.

 

        Effective July 31, 2020, Data Recovery as a paid feature will be deprecated and no longer available as a service.  The Data Recovery service, formally

        known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce can potentially recover your data at a specific point

        in time.  To help customers routinely back up their data, Salesforce offers several native options that are available for no additional cost to customers.

        See the link for details.

 

       Salesforce is retiring support for Lightning Experience with Microsoft Edge Legacy including Lightning console apps such as

       Lightning Sales Console and Lightning Service Console,  and Communities December 31, 2020.  Users can and should download

       the new Edge browser, which Microsoft released in January 2020, directly from the Microsoft site.

 

       What is Microsoft Edge Legacy?  Microsoft Edge Legacy is the EdgeHTML based browser that is currently the default browser on Windows 10 PCs.

       The new Microsoft Edge is based  on Chromium and was released in January 2020.  The browser is available on Windows 7, Windows 8 and 8.1,

       Windows 10, and macOS.  See the link for details.

 

        With Salesforce Summer '21 release the following Lightning Platform API legacy versions will be retired and will no longer be        supported by Salesforce.

    • SOAP: 7.0, 8.0, 9.0, 10.0, 11.0, 12.0, 13.0, 14.0, 15.0, 16.0, 17.0, 18.0, 19.0, 20.0
    • REST: v20.0
    • Bulk: 16.0, 17.0, 18.0, 19.0, 20.0

        Make sure you check any Pentaho implementations to ensure you're using the latest Salesforce API versions.

        Additionally, if you have any custom integrations that make calls into Salesforce, ensure that you review those with your

        development team or partner to ensure that they are using the more current APIs.  See the link for more details.

Share This:

I hope everyone is staying safe during these unprecedented times. I wanted to make you aware of a defect in the BMC Helix Remedyforce CMDB that was introduced in the Remedyforce Winter 20 patch, which was first released a few weeks ago.  The good news is that this issue only occurs during a very specific scenario within the Remedyforce CMDB and for most customers, will not be an issue.  Please see the details of the issue below and feel free to contact your BRM or me if you have any questions.

 

PRODUCT: BMC Helix Remedyforce

 

VERSION: Winter 20 Patch 2


COMPONENT: CMDB

PROBLEM SUMMARY

When manually creating a rule base asset class (RBA) record, the record is not getting assigned to the RBA class.

 

PROBLEM DETAILS

This problem only occurs when customers are manually creating rule base asset class records in the Remedyforce CMDB.  This problem does not apply to any integrations which create CMDB records.  When creating a RBA class record, the record will not receive the proper class assignment because the RBA criterial value will be changed to null.  For example, if you are in the Server class and manually create a record, the record should appear in both the Computer System class, which is the parent class along with the Server RBA class. It should appear in the Server class because the primary capability field was set to Server. However, due to the defect, the primary capability field is set to null during the manual creation and the record does not appear in the Server class. Please note: The default criteria on the OOTB RBA classes is the Primary Capability field. If you created your own RBA classes and criteria, the same issue will occur, which is those custom criteria will be assigned a null value.

 

SOLUTION: This issue will be addressed under defect (DRSKW-105446). A fix is targeted for Winter 20 Patch 3, which is currently scheduled for later next month (June).  In the meantime, we have two workarounds below.  The first workaround is to fix any existing records which may not have been assigned the correct RBA class. The second workaround contains the recommended steps to create any future RBA class records until patch 3 is delivered.

 

Workaround for Existing Records: Update the RBA instance already created with correct Primary capability

      • Step 1: Identify any RBA records since you applied Winter 20 Patch 2. You can use the “Created Date” field to identify the records.
      • Step 2: After saving the RBA Instance, go to Parent Class ( “Rule Based upon CI Class” ) list view and open the Instance.
      • Step 3: Go to the Specifications Tab, select appropriate Primary Capability.
      • Step 4: Save the Instance.

 

Workaround for New Records: Create an RBA Instance using its Parent class ( “Rule Based upon CI Class” )

      • Step 1: Select Parent Class of RBA Instance and create new instance. For example Computer System for the Server class.
      • Step 2: Enter field values as mentioned in RBA criteria, so that criteria should be satisfied.
      • Step 3: Save the instance.

 

Please feel free to contact your BRM or me if you have any questions or concerns.

 

For additional details, please refer to the following KB article.

 

Regards,

BMC Helix Remedyforce Product Management

Share This:

BMC Helix Remedyforce is an BMCs ITSM solution on Salesforce cloud platform. While configuring and setting it up, you may in need of getting data and information from external sources into Remedyforce system.

 

This external data may be existing in different applications, databases or lying externally as a part of file system. This data can be in different structured and unstructured format.

To facilitate the import of these data and information into BMC Helix Remedyforce, Remedyforce team has provided multiple Pentaho packages, which when used using Pentaho Data Integration tool, bring those required data and information into BMC Remedyforce Application.

 

 

Please check below Diagram for the reference. 

 

Here is the comprehensive list of all those Pentaho packages provided by BMC Helix Remedyforce.

!@@

No

Pentaho Package

When to use?

1

Configuration Migration

This package can be used for transferring Remedyforce configuration information from one Remedyforce org to another.

2

CTI adapters

This package can be used for integrating Remedyforce with CTI adapters.

3

DELL KACE CMDB 2.0

This package can be used for importing data from Dell KACE into Remedyforce CMDB.

4

Footprints Asset Core Integration Package CMDB 2.0 for BCM 12.0

This package can be used for importing data from BMC Footprints Asset Core (On Premises) into Remedyforce CMDB

5

Footprints Asset Core Webservices Integration Package CMDB 2.0

This package can be used for importing data from BMC Footprints Asset Core (On Cloud) into Remedyforce CMDB using web services

6

LDAP 2.0 With Permissions

This package can be used for importing users and related information from an LDAP server into Remedyforce

7

SCCM CMDB 2.0

This package can be used for importing data from Microsoft System Center Configuration Manager into Remedyforce CMDB.

8

Smart Practices Content

This package can be used for importing smart practices content

Share This:

Configuration of SSO in BMC Helix Remedyforce

 

Introduction: -

 

Single Sign-On (SSO) is a process allowing network users to access all the authorized network resources without logging into each resource individually. Single Sign-On allows validating usernames and passwords against a single secured authentication system such as Microsoft Active Directory or Lightweight Directory Access Protocol (LDAP) implementations. Due to this, when a Salesforce environment is configured to use SSO authentication, the need to manage the passwords of Salesforce user login credentials individually is eliminated.

 

Types of Single Sign-On

The following are the two most common types of Single Sign-On:

  • Delegated Authentication:

Delegated Authentication is the process of validating user credentials by calling an external Web Service, this Web Service would verify user credentials against a user directory, such as an LDAP (Lightweight Directory Access Protocol) server or a Microsoft Active Directory server.

  • Federated Authentication:-

Federated authentication is the process of validating user credentials against an Identity Provider such as Microsoft Active Directory Federated Services (ADFS) 2.0 or OneLogin. This process uses SAML 2.0 (Security Assertion Markup Language), an industry standard for secure integrations.

 

Understanding SSO

 

  1. First, make sure that you read our document which has been created by our doc team. This is a super document which clarifies not only SSO but related terminology around it. Here is the quick reference
    1. https://docs.bmc.com/docs/BMCHelixRemedyforce/202001/en/bmc-remedyforce-and-single-sign-on-901706266.html

 

  1. If you want to know more about how the request flows, SAML Request,  between different parties of SSO, service provider and Identity Provider read the below document
    1. SAML Concepts: - https://developer.okta.com/docs/concepts/saml/

 

  1. Implementing Single Sign On in Salesforce (acting as both Service Provider and Identity Provider)
    1. https://www.youtube.com/watch?v=ucmyYJ3iQoA

 

  1. Single Sign On Overview (SAML IdP and SP)
    1. https://www.youtube.com/watch?v=-hWaEy7_XQU

 

Refer to the following videos for more information: -

Azure SSO: https://youtu.be/rPaaRFw_-0Q

ADFS SSO: https://youtu.be/TWAEI9tJ2Vw

 

 

 

Share This:

There are different automation tools from Salesforce we can use to customize the BMC Heli Remedyforce application. Workflow rules in Salesforce are a great tool to automate certain business processes.

 

Have you ever been in a situation where you need to automatically update the status of an Incident after a customer replies to an email or you want to send an email to inform the customer that the Incident has been closed?  I know you can think of many examples of different automation processes you need.

                                                                                                       

Using a workflow rule you can update a field, send an email alert, send an outbound message based on certain criteria after you save the record.  You can also execute those actions after a certain period of time if the conditions were met. Let's say that you need to automatically change the status of the incident one day after the status was set to resolved.  This can be done with a workflow rule.  In the next video I show you how you can create the process using a workflow rule:

 

Share This:

BMC Software has made a company wide announcement that as of February 2021, the company will no longer support or test Internet Explorer 11.  Details can be found here:

 

Deprecation of Microsoft Internet Explorer 11 Support with Some BMC products

 

The timing of this means that Internet Explorer 11 will not be tested or supported starting with BMC Helix Remedyforce Winter 21.   Any defects specific to IE 11 will not be addressed.

 

Additionally, Salesforce has announced several changes to their Browser support with the upcoming Salesforce Summer 20 release.

 

  • Salesforce will End of Life support for Microsoft Edge (non-Chromium) as of December 31, 2020.
  • Salesforce Classic is not supported for Microsoft Edge Chromium.   Customers will be encouraged to consider Google Chrome or Mozilla Firefox.

 

Details can be found here:  Salesforce Summer 20 Release Notes - Supported Browsers

 

Again, we will follow suit and will only be testing Microsoft Edge Chromium (along with the latest versions of Google Chrome, Mozilla Firefox, and Apple Safari)  in our BMC Helix Remedyforce Winter 21 release.

 

We will also be adding this information to all upcoming release notes for both patches and major releases.

 

Note: To see which version of Edge you are using, check its icon.  The Microsoft Edge Chromium browser uses the icon, whil non-Chromium Edge uses the icon.

Share This:

Static resources allow you to upload content that you can reference in a Visualforce page, including archives (such as .zip and. jar files), images, style sheets, JavaScript, and other files.

There is a Salesforce limit of 5MB for a single static resource and 250 MB for static resources in total. Remedyforce has a set of files, more could be added in future releases, and customers may add some of their own. Once you have reached this limit, you will receive deployment errors during org upgrades like this:

 

‘Your company currently has exceeded its data storage limits including an extra overflow buffer. Per our terms and conditions, we cannot permit additional data creation within our system until your company first reduces its current data storage. Please contact your company's salesforce.com administrator to resolve this. We apologize for any inconvenience this may cause.’

 

Remedyforce R&D had deprecated some of these static resources files in Winter 19 which can help save some space, for existing customers, these won’t be removed automatically; customers will need to remove them manually.

 

If you are facing static resource errors or simply want to clean-up.

To delete the deprecated Remedyforce resources, perform the following steps:

  1. Go to Setup.
  2. In the Search box, type Static Resources.
  3. Click Static Resources.
  4. Delete the following deprecated resources:

 

    • Docs_JA
    • SS_Help_V2
    • SS_SDEHelp_JA
    • SS_SDEHelp
    • ExtJSUX31
    • HELP
    • SDEFHelp_JA
    • SDEFHelp
    • MobileApp

 

In addition to these, customers can delete their own custom resource files if they are not using them anymore.

Also, refer to this doc link : https://docs.bmc.com/docs/display/remforce202001/Troubleshooting+install+and+upgrade+issues#Troubleshootinginstallandupgradeissues-StaticResource

 

For any further information related to this or any other issues related to BMC Helix Remedyforce please contact your BRM.

Share This:

    

   So your are the Admin and get constantly distracted from your important stuff by being asked to create new users, assigning their profiles, roles,  managing permissions for existing users, creating public groups? If this is your case you should learn how to create Delegated Administrators to get them perform these activities for you.

 

But what is a Delegated Administrator in Salesforce? What are the benefits of having one?

 

  • A delegated administrator can manage a user in specified roles and all subordinate roles.
  • Unlock users.
  • Assign users to specified profiles.
  • Assign or remove permission sets for users in their delegated groups.
  • Create public groups and manage membership in specified public groups.
  • Log in as a user who has granted login access to the administrator.
  • Manage custom objects and customize nearly every aspect of a custom object.

 

Watch this short video and learn how to implement this useful Salesforce Feature.


More information on Delegated Administrators can be found on the following Knowledge Article from Salesforce:
https://help.salesforce.com/articleView?id=admin_delegate.htm&type=5

Share This:

How's everybody holding up?  The last time we posted the Tech Update, little did we know we'd be in a whole new world 30 days later; yet, here we are.  We hope you and your family are safe and well.  If there's anything we can do to assist please reach out.

 

I remember years ago when I first worked on a distributed team.  We'd jump on a conference call.  We would chat, then each of us would go quiet as we responded to emails or did some debugging and coding.  We could hear each other working and there was an odd comfort in that.  Then suddenly one of us would make an off the cuff comment and we'd be chatting again. 

 

So, even if you just want to jump on a call to have someone different to talk to, we can be there for you.

 

Stay safe and let's get on with this month's Tech Update!

 

Salesforce Summer '20

The Salesforce Summer '20 release has been delayed.  Salesforce recognizes that companies are in a unique place right now and delaying the Summer '20 release allows customers to stay more focused on what's going on right now.  You can find the new calendar on Page 7; but the major push is delayed till July.

 

Instance Refreshes

NA37, NA39, NA44, NA45, NA64, NA68: Sunday, June 21, 2020: 02:00 - 05:00 UTC

 

See Page 9 for details.

 

Instance Names

NA37, NA39, NA44, NA45, NA64, NA68: June 21, 2020

New names will be annouced at least six weeks before

See Page 10 for details.

 

Prepare for the Google Chrome Cookie Attribute Change

Google Chrome 80 changes the default behavior of cookies in cross-domain scenarios.  Chrome 80 introduces a new default value for cookie attribute: "SameSite=Lax".  (Previously, the SameSite cookie attribute defaulted to "SameSite=None").

 

What does this mean?

  • Cookies won't work for non-secure (HTTP) browser access.  You should use HTTPS instead.
  • Any custom integrations that rely on cookies might no longer work in Google Chrome.  This change particularly affects - but is not limited to - custom single sign-on, and integrations using iframes.

Google Chrome Browser Cookie Knowledge Article

 

See Page 16 for details.

 

Feature Retirements

 

        Salesforce is planning to retire the Salesforce mobile web experience with the Salesforce Summer '20 release.

        To date you have been able to access the "Salesforce mobile app" experience on your device in two ways, by installing the downloadable Salesforce

        mobile app from Google Play or  the App Store or via a supported mobile browser.  Salesforce is removing access to Salesforce on your browser,

        i.e. the mobile web experience.  Starting in June 2020, you need to have  the  Salesforce mobile app installed on your device or

        use Lightning Experience on iPad Browsers.  See the link for more details.

 

        Effective July 31, 2020, Data Recovery as a paid feature will be deprecated and no longer available as a service.  The Data Recovery service, formally

        known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce can potentially recover your data at a specific point

        in time.  To help customers routinely back up their data, Salesforce offers several native options that are available for no additional cost to customers. 

       See the link for details.

 

       Salesforce is retiring support for Lightning Experience with Microsoft Edge Legacy including Lightning console apps such as

       Lightning Sales Console and Lightning Service Console,  and Communities December 31, 2020.  Users can and should download

       the new Edge browser, which Microsoft released in January 2020, directly from the Microsoft site.

 

       What is Microsoft Edge Legacy?  Microsoft Edge Legacy is the EdgeHTML based browser that is currently the default browser on Windows 10 PCs.

       The new Microsoft Edge is based  on Chromium and was released in January 2020.  The browser is available on Windows 7, Windows 8 and 8.1,

        Windows 10, and macOS.  See the link for details.

 

        With Salesforce Summer '21 release the following Lightning Platform API legacy versions will be retired and will no longer be

        supported by Salesforce.

    • SOAP: 7.0, 8.0, 9.0, 10.0, 11.0, 12.0, 13.0, 14.0, 15.0, 16.0, 17.0, 18.0, 19.0, 20.0
    • REST: v20.0
    • Bulk: 16.0, 17.0, 18.0, 19.0, 20.0

        Make sure you check any Pentaho implementations to ensure you're using the latest Salesforce API versions.

        Additionally, if you have any custom integrations that make calls into Salesforce, ensure that you review those with your

        development team or partner to ensure that they are using the more current APIs.  See the link for more details.

Share This:

     Remedyforce is a great ITSM tool and when you need to get specific information on your organization, like your Staff help desk performance, this is no exception, Salesforce reports and Remedyforce make a great combination for it.

 

With Salesforce Reports and Remedyforce, you can obtain Information related to Incidents, Tasks, Problems, Change Requests and pretty much any other record on Remedyforce.

Out of the box, Remedyforce provides a variety of predefined reports to give you quick access to certain information, Categories, Survey comments, Incidents closed before due date, Priority 1 Incidents are just a few examples. However, if you would like to have your own report to show information that is relevant for your organization you can create from scratch your own reports, you can follow these 3 steps quick guide to do so.

 

1) Create a new Report.
      To create a new report, you would need to go first to Remedyforce Administration Tab, then under Create Dashboards and Reports select “Reports and Dashboards (Salesforce)”, a new window will appear, and you would click on the new report button.

2) Select the desired report type.

     Here you may select what is the object (s) where you’re looking to report on i.e. Incidents, if the report type for the object that you are searching for is not available you can always create a new report type. You may find more information on Report types in the following Salesforce link.

     https://help.salesforce.com/articleView?id=reports_builder_selecting_a_report_type.htm&type=5

3) Build your report.

      Once you have selected your report type, you will be sitting on the report builder, on the left side of the screen you will see a panel where all the fields for your selected object, then you can just drag and drop them to your report, you can make filters to show only data on a certain period of time and also you may create groups for it. It all comes on your report needs, feel free to play around with it until you have what you need.

 

That’s it! You have created a report, a 4th step could be scheduling your report to have it on your inbox (or others inbox) have a look on this Salesforce article if this is an interest of yours.

https://help.salesforce.com/articleView?id=reports_subscribe_overview.htm&type=5

Filter Blog

By date:
By tag: