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BMC Helix Remedyforce

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Google’s Chrome Browser version 80 is currently scheduled to be stable and ready for general release on or around February 4, 2020.   This release fundamentally changes the way the default cross-domain (aka SameSite) behavior of cookies.  While this change is being made to enhance security and privacy while browsing the internet, it is having an impact and we wanted to make you aware of the changes.

 

Who is impacted?

Users using BMC Helix Remedyforce in Salesforce Lightning Experience on Chrome version 80 will be impacted.

 

Who is not impacted?

  • Users on Salesforce Classic using any supported browser (including Chrome version 80).
  • Users on Salesforce Lightning Experience using Firefox, Edge, and Chrome (up to and including version 79).

 

What is the impact on BMC Helix Remedyforce?

Salesforce loads Visualforce pages in an iframe from a different domain for Lightning Experience.  This causes a "cross-domain" behaviour of our cookies since many of the BMC Helix Remedyforce pages are in Visualforce.

 

Remedyforce users' preferences (such as the pinned tab in the Remedyforce Console, or how many records are viewable via the Console) are stored locally in browsers as cookies. In Chrome version 80 onwards these Remedyforce cookies will no longer be readable by the Google Chrome browser in Salesforce Lightning Experience.

 

What functionality is lost?

  1. Remedyforce Console:
    1. Last accessed tab (Incident/ Task/ Change Request/ …)
    2. Records per page
    3. List view selected
    4. Column width
    5. Pinned view
    6. Display Multiple Views
  2. Remedyforce CMDB:
    1. Tabs (Tile View, List View, Tree View)
    2. Records per page
    3. View (Include instances of subclasses, Include Mark as deleted)
    4. Instance Editor > Relationships > Records per page
  3. Remedyforce Self Service:
    1. View in My Activity > All > Filter Activities (Records, State, Status)

 

Workarounds

1.  Do not upgrade Chrome on or after 4th Feb 2020 to the latest version 80. Stay on version 79.

If you try to check the Chrome version from ‘About Google Chrome’ window, it will auto start the download and do an upgrade.  To avoid an upgrade, you can check the version by accessing the url: chrome://version

 

 

 

2. If Chrome is updated to version 80, use an alternate browser (Firefox or Microsoft Edge) for Remedyforce until a fix is delivered in the BMC Helix Remedyforce Winter 20 release.

 

3.  If you still want to continue using Chrome version 80, you can disable the SameSite settings till the fix is delivered by performing the following steps:

  • In address bar type: chrome://flags
  • Search for ‘SameSite’ without the quotes.
  • Disable the following settings:
    • SameSite by default cookies
    • Cookies without SameSite must be secure

 

 

For changes to take effect, relaunch the Chrome browser. It is recommended to restart the browser and log in to Salesforce again.

 

Scenarios Post Upgrading to Chrome 80 Browser

Important: Post upgrade to Chrome version 80, enabling the SameSite settings and upgrading to BMC Helix Remedyforce Winter 20 there will be a one-time loss of all the user preferences settings stored in cookies.

 

Remedyforce Version

SameSite remains Unchanged

SameSite disabled

Winter 19

Cookies not accessible. Users must reset their preferences each time.

Cookies are accessible. Users retain their preferences

Winter 20

Only newly created cookies are accessible. Users will have to reset all their preferences one time after which, the system will remember the preferences.

Cookies are accessible. Users retain their preferences

                                    1.      Chrome Flags changed --> è

SameSite enabled

Winter 20

 

Only newly created cookies are accessible. So, users will have to reset all their preferences one time after which, the system will remember the preferences.

 

References

Chrome Feature: https://www.chromestatus.com/feature/5088147346030592

Salesforce Help: https://help.salesforce.com/articleView?id=000351874

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What is Lightning Experience:


Lightning is an open source framework from Salesforce that has a host of new features. While Classic places an emphasis on responsiveness of the desktop or mobile application, Lightning does away with this barrier and thus opens a new avenue of potential opportunities for developers. In addition, there are three core benefits of having a 360ᵒ view of every customer:


1 - The GUI interface, drag and drop features, and reusable components can easily assist in the development process
2 – With the ease of use, developers can better help automate process and workflows without the need to get involved in coding
3 – You get the option to visually design your objects relationship in the data model

 

 

Advantages of Migrating from Classic to Lightning:


The swift application development, better portal development through Lightning Bolt, mobile first sync capacity, and Lightning for Visualforce offers advantages at multiple levels -
1 – 70% faster time to market thanks to quicker application development
2 – 37% increase in customer revenue growth
3 – 44% boost in sales productivity

 

Before Moving to Salesforce Lighting do the below:

  • Step One: Outline Goals for Transition
  • Discuss and Prioritize Functionality and Potential Integrations
  • Run a Lightning Readiness Check
  • Work in a Sandbox
  • Test Your Goals
  • Roll Out Lightning to Power Users
  • Write Detailed Documentations
  • Introduce Lightning and Training
  • Launch!

 

 

 

Please find below link for more information and Remedyforce document and Video for lighting Experience

 

Configuring BMC Remedyforce for Salesforce Lightning Experience

 

https://docs.bmc.com/docs/remedyforce/201801/en/configuring-bmc-remedyforce-for-salesforce-lightning-experience-789765105.html

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Welcome to 2020.  We hope your holidays were great and that you're ready to tackle 2020!

 

Salesforce Spring '20

Salesforce has already pushed Spring '20 out to select Sandboxes.  We're actively testing against this latest iteration of the Salesforce Platform.  Have a look at page 5 for details.

 

Instance Refreshes

NA32, NA53, NA60: January 19, 2020, 03:00 - 05:00 UTC

See page 7 - 9 for details.

 

Instance Names

NA32 -->  NA123

NA53 -->  NA172, NA173

NA60 --> NA127, NA133

 

See page 8 - 9 for details.

 

Feature Retirements

  • Salesforce Mobile Web Experience  (June 1, 2020)
    • Salesforce plans to retire the Salesforce mobile web experience with the Salesforce Summer '20 release.  You will need to now download and use the Salesforce Mobile App to connect to Salesforce from a mobile device.
    • Learn more.
  • Lightning Platform Legacy API versions (June 2021)
    • 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
    • Applications consuming impacted versions of the APIs will experience a disruption as the requests will fail and result in an error indicating that the requested endpoint has been deactivated.  This could potentially impact Pentaho scripts and we recommend you check the API versions.  We will post a blog post on this in the near future.
    • Learn more.
  • Other Salesforce Feature Retirements can be found on pages 22 - 23.
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We analyzed the last 6 months of severity 1 cases (SEV1s) for BMC Helix Remedyforce and here is what we found. About 50% of SEV1s fall to Murphy's Law, "Anything that can go wrong will go wrong."  They happen and all we can do is respond to them.  Hats off to all those Admins and Support Analysts who work to resolve these issues.

 

The other 50% were preventable.  It is to these that we dedicate this blog...  Preventing most of these boils down to communication. Maximum uptime requires working together with Internal Salesforce, Network, Email and Security teams. Here are the most common problem areas.

 

Email and Email Service Outages:

1. Changes made to the email forwarding rule. Customers usually setup a helpdesk@<mycompany>.com email that forwards to the long email service email on the email listener.  When this rule is turned off email are no longer sent to Salesforce to process into Incidents

2. Salesforce incoming email are blocked by the security team or spam filters. Make sure to whitelist email IPs: https://help.salesforce.com/articleView?id=000003652&type=1 and periodically check the list to update the whitelist as the Salesforce email servers change.

3. The context user on the email listener is disabled. Salesforce Admins doing a clean up disable users no longer with the company or that they do not recognize.  The service will not work until an active user is assigned to the email address associated with the email service. Make sure everyone knows the Remedyforce service accounts and or related users.

Here are links our go to docs for troubleshooting email related issues:

How to Troubleshoot BMC Helix Remedyforce Email Services

Troubleshooting Remedyforce Email Services - INCLUDES VIDEO

 

Custom Profiles and Permissions:

If using custom profiles without permission sets it is important to read the upgrade documentation and test in the Sandbox in the window between the Sandbox and Production upgrades.  The documentation will tell which fields have been added and what permissions need to be granted.  Salesforce allows the creation of profiles but not the updating when pushing upgrades.  When fields for new features are added permissions are not applied to the custom profiles.  The solution is to use Remedyforce Permission Sets .  Salesforce does permit updates to permission sets. Any new fields will have permissions updated in Remedyforce permission sets.

 

Single Sign On (SSO) Certificates:

Needing updating once a year, or less, and touching several apps, it is difficult to remember the details configuring SSO.  Here is a link to a doc with the most common issues: BMC Helix Remedyforce and Single-Sign On with Salesforce. It is important to remember Salesforce only uses the primary certificate.  Implementing a secondary certificate as a fail-over when the primary expires does not work.

 

Remedyforce Console Loads a Blank Page in Lightning:

This is due to Salesforce Clickjack settings. To resolve the issue see:
With Salesforce Lightning Enabled Records will Not Open in the Remedyforce Console.  When Staff Click the Record the Page is Blank - INCLUDES VIDEO

 

Hope this helps? We will continue to monitor SEV1s and share what we find.

 

Last updated 12/20/2019

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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 !

Technology Ecosystem 2019.jpg

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 Software Asset Management (SAM) | Snow Software  that could possibly help expand the use of BMC Helix Remedyforce. To set expectations, we are showcasing this vendor because Snow Software provides technology intelligence across the entire enterprise to optimize, manage and transform your organization when it comes to software asset management including license management and software optimization.

 

Who are they?

Snow Software offers software asset management solution for software, SaaS, and IaaS with cloud, as well as spend auditor, risk monitor, and productivity optimizer platforms. Snow Software serves customers worldwide.

 

BMC Helix Remedyforce provide some basic software asset management capabilities either natively and/or via integration with BMC Helix Client Management. For example, with BMC Helix Remedyforce, the Premium and Premium Plus options (aka BCM OnDemand) offer foundational software asset management capabilities (ex. software identification and support for basic license models), which may be sufficient for some organizations; however, for those who require more advanced software asset management capabilities, we have partnered with Snow Software to provide a more mature set of software asset management capabilities. The Snow Connectors to BMC Helix ITSM (Remedy) and BMC Helix Remedyforce enable BMC customers to receive discovery data from Snow License Manager (SLM). In addition, Snow Software already has a connector to BMC Helix Discovery, which enables organizations to pass discovered information (i.e. hardware and software) from BMC Discovery to Snow Software for a more comprehensive view of an organization’s environment for software asset management purposes.

 

Combining the power of Snow’s SAM platform with BMC Helix Remedyforce provides organizations with a complete and integrated solution for managing software and hardware use across the network. 

Resources

 

BMC and Snow Software Partnership - FAQ

Snow Software on BMC Marketplace

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Just in time for Thanksgiving eh?  Not sure about anyone else here in the US, but I know I'm looking forward to the Thanksgiving break.  My day typically starts with a Turkey Run (Run first, eat later) followed by a day with friends and great food.  There's so much to be thankful for this time of year; and I know I speak for the entire Remedyforce team that we are all thankful to each and every customer no matter where in the world you may be! 

 

The November 2019 Tech Update is a bit late.  The folks over at Salesforce just wrapped up another success Dreamforce.  So, let's get on with it shall we?

 

CORRECTION: Lightning Experience Critical Update Will Activate in Jan. 2020

Originally Salesforce had announced that this Lightning Experience Critical Update would be turned on with the Salesforce Winter 20 roll-out; however Salesforce just recently announced that the roll-out is now delayed and will activate in January 2020.  See page 5 for details.

 

 

Instance Refreshes

NA32, NA53, NA60: January 19, 2020, 03:00 - 07:00 UTC

 

See page 7 for details.

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

January 19, 2020, 03:00 - 07:00 UTC

NA32 --> TBD at least six weeks before

NA53 --> TBD at least six weeks before

NA60 --> TBD at least six weeks before

 

See pages 8 for details.

 

 

Upcoming Feature Retirements

There are quite a few retirements being announced and can be found on page 22.  Below are the ones we think could have an impact on our Remedyforce customers.

 

  • Legacy Folder Sharing                                      End Date: June 1, 2020       Learn more
  • Salesforce Mobile Web Experience                  End Date: June 1, 2020       Learn more
  • Lightning Platform Legacy API Versions           End Date: October 1, 2020  Learn more

 

See page 21 for details and other feature retirements.

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Salesforce Winter '20 is now Live!

All Production and Sandbox environments are now on Salesforce Winter 20!  See page 5 for details.

 

CORRECTION: Lightning Experience Critical Update Will Activate in Jan. 2020

Originally Salesforce had announced that this Lightning Experience Critical Update would be turned on with the Salesforce Winter 20 roll-out; however Salesforce just recently announced that the roll-out is now delayed and will activate in January 2020.  See page 6 for details.

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

NA32, NA53, NA60: January 19, 2020, 03:00 - 07:00 UTC

 

See page 8 for details.

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

January 19, 2020, 03:00 - 07:00 UTC

NA32 --> TBD at least six weeks before

NA53 --> TBD at least six weeks before

NA60 --> TBD at least six weeks before

 

See pages 9 for details.

 

Feature Retirement Monthly Digest

Salesforce will be launching a new Salesforce Feature Retirement monthly digest.  This consolidated view is now your single point of communications about all upcoming retirements that impact your Salesforce ogs.   This digest is scheduled for the third week of October.   See page 21 for details.

 

Upcoming Feature Retirements

There are quite a few retirements being announced and can be found on page 22.  Below are the ones we think could have an impact on our Remedyforce customers.

 

  • Legacy Folder Sharing                                      End Date: June 1, 2020       Learn more
  • Salesforce Mobile Web Experience                  End Date: June 1, 2020       Learn more
  • Lightning Platform Legacy API Versions           End Date: October 1, 2020  Learn more

 

See page 22 for details and other feature retirements.

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Hello BMC Helix Remedyforce Family,

 

We are happy to announce a new 'Meet The Champions' blog post series, to spotlight those awesome members who dedicate their time to help other members of our community. You might have seen them replying to your questions (or others'), and sharing wisdom to make this a better place to be. We thank them, and we feel it is time the whole community get to know them better! Spotlighted champions will also be invited to be a part of an exclusive community, where they can interact with other champions on improving the overall BMC Communities experience.

 

In our very first edition, kedar zavar talks about his experience with BMC Communities, personal life, and more!

 

 

Q. Do you remember how you were introduced to BMC Communities? What was your journey like?

Being part of BMC family, my goal has always been to help our customers. BMC community is great place to collaborate. It all started with helping someone I knew and now its like habit. Can’t see any question unanswered!

 

Q. Tell us a bit about your work and goals?

I work as Solution Architect at Cloudaction. I am passionate about improving customer ITSM process and solving issues. Worked on 150+ engagements. I have multiple Certifications in Salesforce, ServiceNow, ITIL. My goal is to have best knowledge in ITSM. Always keen to learn more.

 

Q. What draws you to participate in BMC Communities?

I enjoy solving customer issues.  What I have learnt is when you share knowledge with others, it helps deepen your own knowledge and engrains what you know! Love engaging in those conversations.  Helped me to learn more.

 

Q. Did you make any new friends in BMC Communities? Do you have any stories to share?

Indeed!  I believe sharing knowledge is the most fundamental act of friendship. I have made many friend and followers! The list is growing each day.

 

 

 

Q. Do you have any message for the new members of BMC communities?

Do not hesitate to ask!  Keep sharing!

An investment in knowledge always pays the best interest.” ― Benjamin Franklin

 

Kedar collage.jpg

profile pic.png

button.png

 

 

 

Q. What  is your favorite movie(s)?

Pirates of the Caribbean: The Curse of the Black Pearl! Love Jack Sparrow!

 

Q. Who is the greatest player in your favorite sport?

Coming from India, I am passionate about Cricket.

Sachin Tendulkar - Indian batting legend. 

 

Q. What was the best vacation you have had?

Italy – Capri. One of the most beautiful places on Earth!

 

Q. How do you like to spend your spare time?

     I love gardening - growing my own greens.  I am also a soccer coach.  Enjoy cooking.

 

Q. Any cool story behind choosing your unique ‘Rfuser’ username for BMC Communities?

     It’s my lucky user “Remedyforce User”. That is my test user 

 

Q. If you could pick one thing that could be made better in BMC Communities, what would be it?

Make mobile app for communities more intuitive.  Would like to see MVP program for BMC communities just like this

Family.jpg

 

 

Thank You Kedar, for all the wonderful work you are doing here!

Community members, please make sure that you visit Kedar's profile, and click 'Follow' (in 'inbox' if you wish to be notified on all activities) to be in touch with him, and be updated.

 

If you have had an interaction with Kedar that helped you, feel free to share with us in the comments below!

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Overview

 

All companies have certain departments that provide services to the company’s employees. Typically, such departments are IT, Facilities, HR, Legal, Finance and a few others. Each department has a team that fulfills service requests for that department only. Certain departments, such as HR, often have service requests that are of a confidential nature. It is in the interest of the confidentiality of such requests that companies want to be able to have multiple service desks serve their employees for their respective service requests. Each service desk should have access to their department’s service request definitions, but not those of others.

 

Hence to address this pain point of staff users, BMC Helix Remedyforce Summer 19 release has now provided the ability to configure the request definition entitlement for Remedyforce Console and the Analyst mobile application. Through this configuration administrators can control the visibility of request definitions based on the account and profile/permission sets. For example, a staff belonging to the HR department can be restricted from viewing the request definition related to the Finance department or vice versa.

 

How to configure staff entitlement

 

Previously there was no option to configure the entitlement of request definition for Remedyforce Console and the Analyst mobile application. Configured entitlements for request definition was applicable for Self Service by default.

Summer 19 onwards, you will get an option Configure entitlement for, to configure the entitlement for Remedyforce Console and Self Service. You can access the option under Remedyforce Administration > Configure Application > Request definition and going to the Entitlement tab of the required request definition.

 

Note that any configuration made under the Remedyforce Console option will be applicable in Remedyforce Console as well as in the Analyst mobile application

 

How to configure accounts and profile/permission sets for entitlement

 

By default, the request definition is available to all users. To configure the request definition entitlement for the selected accounts and profile/permission sets, consider the following steps:

ü  Configure an account

        • Under Show request definition to, select Everyone or Selected Accounts option to configure the entitlement based on account. If you select the Selected Accounts option, then select some accounts from the Available Accounts list.
        • Note that All Accounts option is renamed as Everyone.

ü  Configure profile or permission set

        • Under Within Everyone or Selected Accounts, show request definition, select the required option. If you select Users of selected profiles or Users of selected permission sets, then select required profiles or permission sets from the available list.

Based on the configurations of accounts and profile/permission sets, request definitions will be visible to the logged in user.

 

The following screen shows the request definition entitlement configuration page.

Entitlement Configuration.PNG

Consider the following examples:

·        Flyn Walter belongs to the Acme account and profile as HR Manager

·        Sion Moore belongs to the Global Media account and profile as Finance Staff

 

The following table shows the request definition visibility to users based on different configurations.

 

Account Configuration

Profile/Permission set configuration

Visibility of request definition to User (who has linked account)

Everyone

Selected Account

All Users

Selected profiles

Selected Permission set

 

 

 

 

 

 

Visible to all users

 

 

 

HR Manager, Finance Manager, Finance staff

 

Visible to Flyn Walter and Sion Moore.

Also visible to those users who have HR Manager, Finance Manager, or Finance staff profiles

 

 

 

 

Maintenance Administrator

Not visible to Flyn Walter or Sion Moore,

Visible to only those users who have the Maintenance Administrator permission set assigned.

 

Acme, Gene point

 

 

 

Visible to Flyn Walter.

Also visible to users of Acme and Gene Point accounts.

 

Acme, Global Media

 

Finance Staff, Finance Customer

 

Visible to Sion Moore.

Also visible to users of Acme and Global Media accounts along with Finance Staff or Finance Customer profile

 

Acme, Global Media, Gene point

 

 

Health Corporator, Medical University Administrator 

Not visible to Flyn Walter or Sion Moore.

Visible to users of Acme, Global Media and Gene point accounts along with Health Corporator or Medical University Administrator permission set.

What happens when logged in user do not have a linked account

 

When a user is not linked to an account, the entitlement will be based on the setting Restrict entitlement for users who do not have a linked account, which is available under Remedyforce Administrator > Application setting > General Application Setting.

 

With respect to this setting, the entitlement will be as follows:

  • When Restrict entitlement for users who do not have a linked account setting is enabled and account configuration is set to:
    • Everyone: Visibility of request definition depends on the profile and permission set settings.
    • Selected Account: Request definition will not be visible.
  • When Restrict entitlement for users who do not have a linked account setting is not enabled and account configuration is set to:
    • Everyone: Visibility of request definition depends on profile and permission set settings.
    • Selected Account: Visibility of request definition is depending on profile and permission set assignment setting.

 

Please refer below table for more clarification

 

Everyone (All Account)

Selected Account

Setting: Restrict entitlement for users who do not have a linked account

Access of request definition to user who do not have account linked to it

 

-

 

Visibility is depending on profile or permission   set configuration

 

-

False

Visibility is depending on profile or permission   set configuration

-

 

 

Not Visible.

-

 

False

Visibility is depending on profile or permission   set configuration

Note that these changes are applicable throughout the product where request definition entitlement is honored.

 

How to restrict the record access of the non-entitled service request

 

To add an icing on the cake, in addition to entitlement configuration, ability to restrict the access to service request is provided. To avail this functionality, administrators can select the checkbox Restrict access of service requests to users who do not have entitlement to the underlying SRDs from the Entitlement tab of request definition. As of now, this setting is available only for Remedyforce Console configuration option.

Once this setting is enabled and if the logged in user is not entitled to request definition, then created service request of the respective request definition will not be visible from Remedyforce Console and Analyst mobile application. However if the user tries to open the service request, an error message is displayed on Console and the Analyst mobile application.

 

Where the Remedyforce console configuration changes are applicable

 

After the entitlement configuration, logged in user will see only the entitled request definitions. The entitlement request definition is honored in the following areas.

  1. Remedyforce Console > Incident/Service Request > Request definition lookup field
  2. Remedyforce Console > Incident/Service Request > Typeahead result of request definition lookup field
  3. Analyst mobile application > Incident > Request definition lookup field (if this field is added in field set)

 

Considerations

 

  1. Any existing entitlement configuration prior to this release will be applicable only for Self Service, and it will be displayed on selecting Self Service option from Configure entitlement for.
  2. By default, all the request definitions will be visible to Remedyforce Console and the Analyst mobile application.
  3. Entitlement will not be applicable for any custom request definition lookup created on incident or service request form.

 

Settings applicable for this feature

 

  • To configure entitlement for Remedyforce Console and the analyst mobile application
    • Remedyforce Administration > Configure Application > Request definition > Entitlement tab of Request definition
  • To restrict the access of service request of non-entitled request definition > Select Remedyforce Console option in Configure entitlement for of Request definition record
    • Remedyforce Administration > Configure Application > Request definition
  • To restrict request definition for users who do not have a linked account
    • Remedyforce Administrator > application setting > General application setting > Restrict entitlement for users who do not have a linked account

 

References

 

Thank you for reading this blog. I look forward to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature. If you need further information, you can refer following links:

 

  1. https://docs.bmc.com/docs/display/remedyforcemaster/.Creating+and+configuring+an+SRD+v2019.02
  2. https://docs.bmc.com/docs/display/remedyforcemaster/.General+settings+for+Remedyforce+v2019.02
  3. https://communities.bmc.com/ideas/19469                                                             

 

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What is the Services and CIs slider

 

Prior to Summer 19 in the Remedyforce Console, there wasn’t a single place to link, manage and view Services, Cis and Assets.  A user had to switch between multiple tabs to link or unlink these  records. For example, a user had to link the primary CIs and services to a record by using the main tab and link the additional CIs by using the Details tab of Remedyforce Console. Through the main tab, only one CI record could be linked, while through the Details tab multiple records could be linked. As the data from the tabs did not sync, there was no way to see a consolidated list of associated records in one place.

The Services and CIs slider was introduced in Summer 19 release to provide an intuitive, consolidated, and a single view for linking one or more records. Now user can link, unlink, and view all CIs of a record by using the Services and CIs slider along with quick access to CMDB Actions and CMDB Explorer.

 

Enabling Services and CIs slider

 

For fresh installs

 

This Feature is an Opt-In feature and by default enabled for fresh installs.

 

For upgrade organizations

 

For upgrades, this feature is disabled by default. To enable the feature in upgraded organizations, the setting, Enable Services and CIs, is provided in Remedyforce Administration. You can navigate to the setting through Remedyforce Administration > Application Settings > Consoles > General Console Settings.

ci1.png

How Services and CIs slider works

 

Services and CIs slider is available for the following Remedyforce Console modules and accessible by administrators, staff, and change managers:

  • Incident
  • Service Request
  • Task
  • Problem
  • Change Request
  • Release

 

Design of the Services and CIs slider is similar to Activity Feed and it is placed below Activity Feed.

slider.png

 

Services and CIs slider is not expanded by default. User needs to click the Services and CIs header to expand it and view the contents.

 

When you click the header of the Services and CIs slider, the panel slides out in the same manner as Activity Feed. The panel shows the consolidated view of all CIs and Services.

cislider1.png

 

For the Incident module, by default two sections are provided, Primary CIs and Services and Additional CIs and Services. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, then those fields along with the default fields of the fieldset are shown in the Primary CIs and Services section.

Note: If you move any of the OOTB lookups from the Console – Service and CI fieldset, they will not appear on the slider.  They must remain in this fieldset.  The same applies for custom lookups; for them to appear on the top half of the slider, they must be assigned to this same fieldset.

 

For the rest of the modules (Change requests, Tasks, Problems, Releases) by default only one section, Additional CIs and Services, is provided. However, to display the Primary CIs and Services section, the Console - Service and CI fieldset is provided out-of-the-box from the Summer 19 release. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, Primary CIs and Services section is displayed that shows the custom fields.

 

Primary CIs and Services

 

The Primary CIs and Services section shows:

  • All the Base Element lookup fields (both OOTB and custom) that are included in the OOTB Console - Service and CI fieldset.
  • The primary service, service offering, and CI or asset attached to a record.

 

The Primary CIs and Services section has two modes – View and Edit.  By default, the section is shown in the View mode, therefore, all the fields are in the read-only mode.

Clicking the Edit icon opens the Edit mode. Values of primary fields in this section can be added, updated, or cleared in this mode.

cieditmode.png

 

For all the primary fields, the Edit mode displays:

 

Element

Description

Text box

Displays the selected primary field values. You can select primary field values by using type ahead in the text box.

citypeahead.png

Lookup icon

Opens the Base Elements window. From the Base Elements window, you can select a service, CI, or asset. The Base Elements window also provides the advanced search option to specify multiple criteria for a search. For details, see Advanced search criteria for selecting a CI.

advfilter.png

Clear icon

Unlinks a CI or a service. 

Cancel icon

Cancels the changes and restores the View mode.

Save icon

Saves the changes and restores the View mode.

 

After selecting the primary field values in View mode, clicking the instance name hyperlink opens the Instance Editor in a separate browser tab.

 

A mouse hover on the tool tip icon displays the information relevant to the linked item.

citooltip.png

Additional Services and CIs

 

The Additional Services and CIs section shows Additional CIs and services linked to a record. It also shows the following elements.

 

Element

Description

Link Services and CIs to <Module_Name>

Links additional Services and CIs. Clicking the Plus icon opens a pop-up with all available Services and CIs. You can select them and link to record.

ci2.png

Lookup icon

Advanced Filter option is provided to perform a search based on multiple criteria. This advanced search is similar to one provided on the main CMDB page excluding the option to save an advanced search.

Minus icon

For unlinking the Services and CIs from record, use the Minus icon.

Filter

The Filter options is provided for both Instance name and Class name columns to filter the additional Services and CIs.

 

cifilter.png

 

You can perform sorting on both the Instance Name and Class Name columns.

 

In case of more than 100 linked Services and CIs, only the first 100 linked Services and CIs are shown in the list along with the record count shown in the header.

cimorethan100.png


The following functionalities, which are available in Agent Tools of a record, are also provided on the Services and CIs slider header:

  • CMDB Explorer 
  • CMDB Actions 
  • Impact Analysis 
  • Collision Indicator

ciagenttool.png

 

These options are displayed according to the record type as follows:

 

Record type

CMDB Explorer

CMDB Actions

Impact Analysis

Collision Indicator

Incidents

Yes

Yes

No

No

Change requests

Yes

No

Yes

Yes

Tasks

Yes

No

No

No

Problems

Yes

No

No

No

Releases

Yes

No

No

No

A few considerations

 

  • The Primary CIs and Services section in the Services and CIs slider displays the linked items. You can also view the linked items in the Service, Configuration Item, and Asset Details section of the <Record> form.
  • Auto refresh will reflect the selected / modified CIs on the main form as well.
  • In case of more than 100 linked Services and CIs, even though only the first 100 linked services and CIs are shown in the Additional CIs and Services section, the sorting, searching and filtering works on all linked Services and CIs.
  • User can also consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly

 

Troubleshooting

If a user is not able to view the slider even after enabling the setting, then check for the view access on the Base Element object for the user.

 

References

 

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature etc.

 

If you need further information, you can refer following links:

https://docs.bmc.com/docs/display/remedyforcemaster/.Viewing%2C+linking%2C+and+unlinking+CIs+from+a+record+v2019.02

 

can consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly

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Snip20190503_1.png

Episode 15 "How Arcadis Creates a Consistent Approach to ITSM Globally for Customers"

 

Andy Hardwick, Director of Global Service Management Office at Arcadis, shares how the implementation of BMC Helix Remedyforce has supported Arcadis to provide a consistent approach to IT Service Management globally, to their customers.

 

Tune in to SoundCloud {Run & Reinvent Podcast} to watch podcast Run & Reinvent Podcast | Free Listening on SoundCloud

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Tips:

  • Do not forget to click 'Follow' from the action items on the right side of Run & Reinvent Podcast.
  • If there are specific topics that you would like us to cover, please mention them in the comments section below.
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Salesforce Winter '20!

Check out the key dates for Salesforce Winter '20.  Sandbox Previews started on September 6th.  Production release will be happening the first two weekends of October.

Details on Page 5.

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

NA32, NA53, NA60: January 19, 2020, 03:00 - 07:00 UTC

 

See page 7.

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

January 19, 2020, 03:00 - 07:00 UTC

NA32 --> TBD at least six weeks before

NA53 --> TBD at least six weeks before

NA60 --> TBD at least six weeks before

 

See pages 8 for details.

 

Feature Retirements

Salesforce Mobile Web Experience: Previously, you could experience Salesforce on your mobile device via the downloadable mobile app or through your mobile web browser.  Starting with Salesforce Summer '20, you will need to download the Salesforce app to access your Salesforce data on mobile devices.  See page 27 for details.

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What is Dynamic Field Rendering?

Earlier, the ticket page layout in Self Service was identical for all types of tickets and customers could only configure static layouts for users based on the user profile.

This model of a single page layout for all ticket types was inadequate to serve a use case where certain tickets required additional inputs from the client before the tickets can be attended by staff users. Furthermore, these additional inputs may not be relevant for other types of tickets and hence should not be exposed to the other ticket types.

To meet this requirement, Dynamic Field Rendering is introduced, wherein fields are rendered dynamically. Using the Dynamic Field Rendering feature, admins will be able to show or hide certain fields on the ticket layout based on the criteria configured by the administrator. When creating or modifying tickets in Self Service, customers can obtain additional information that is required to resolve tickets. The functionality is similar to the conditional rendering used in Request Definition inputs.

 

Why Dynamic Field Rendering for tickets?

When creating or editing a ticket, additional information required to resolve tickets doesn’t get captured. Often, the staff users must contact the client users to get that additional information for the ticket. To avoid this situation, you can configure the field display criteria and capture the required information when a ticket is being created or modified. 

Ticket layouts contain several fields. However, all fields may not be relevant to all types of tickets. By enabling the Dynamic Field Rendering feature, you can hide the irrelevant fields on a ticket layout.

 

Enabling and configuring Dynamic Field Rendering for tickets

Administrators can enable the Dynamic Field Rendering feature for Self Service 3.0 tickets and define field display criteria for all ticket layouts. The configured field display criteria are applied when creating or modifying tickets in Self Service 3.0. The ticket form shows relevant fields based on the client’s inputs.

 

Let’s look at an example.

 

Suppose the ticket category is Network Issue. In this case, you might need additional information, such as Network ID and Service Provider.

By enabling dynamic field rendering, administrators can configure the ticket layout in such a manner that the Network ID and Service Provider fields are displayed only when a client user enters the ticket category as Network Issue.

 

The following steps explain how these criteria can be configured.

 

1.      Click the Remedyforce Administration tab.

2.      On the Home page, click Configure Self Service > Ticket Layouts.

3.      Click Create/Edit Layout.

3.png

4.      On the Layout: Ticket tab, select the required ticket layout for which you want to configure the field display criteria.

5.      Select the available field sets.

6.      Select the Enable Dynamic Rendering checkbox.

7.      Click Save to enable the Define conditions link.

7.png

8.      Click Define Conditions. The Conditions pop-up is displayed.

9.      The Conditions pop-up contains the list of all the fields available in the layout.

Note: Common fields across the fieldsets are not repeated.

9.png

10.   Select the Configure Dynamic Display checkbox for the field that should be displayed based on a certain condition. For example, Network ID field. Once you select the checkbox, the Display if link is displayed.

a.      On Save, an error will appear on the UI, if admin has selected 'Dynamic Display' checkbox for a field but did not define criteria for that field

11.   Click the Display If link.

10.png

12.   From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

13.   From the Operator list, select the required operator.

14.   Click the Search icon and select category value. For example, Network Issue.

15.   Select the required logical operator.

16.   Click the Add icon. You can define a single condition or multiple conditions.

17.   Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

18.   Click the OK button.

19.   Click Save.

 

20.   To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.

 

How the Dynamic Field Rendering works

Once the dynamic field rendering criteria have been configured by the administrator for a specific Ticket Layout, Self Service 3.0 will honor the configured criteria when that layout is launched by the assigned persona. After Self Service 3.0 has been loaded, the details of the layout and conditions for different fields are fetched along with the client details that are required for dynamic rendering of fields.

Based on the conditions defined by the administrator for each field in the layout, if the values entered by client satisfy the conditions to render any field, that field is displayed, else it will remain hidden.

 

For example, in the previous section we have configured the criteria that if the client selects the Category as Network Issue, the form will dynamically render the Network ID and Service Provider fields: 

 

1.      As a client, log in to the Self Service 3.0

2.      Click Submit Ticket.

before_entering_inputs.PNG

 

3.      In ticket form, select the Network Issue category for which the condition has been defined.

4.      The Network ID and Service Provider fields are displayed on the ticket form.

after_entering_inputs.png

 

Few Considerations

 

1.      This feature will be Opt-in for both Fresh and Upgrade customers.

2.      Note that the Dynamic Field Rendering Dynamic Field Rendering feature is supported for Self Service 3.0 only.

3.      When Dynamic Field Rendering is enabled and a displayed field containing a value is later hidden due to a change in its controlling field values or if there are fields that have default values, the values in the hidden fields are getting saved on the ticket submission. This might also trigger any workflow or process that is dependent on the saved value.

4.      Applicable for New, Edit, and Copy of Ticket.

5.      Applicable for Common tickets.

6.      Multiple level conditions are supported.

7.      To create complex conditions, Advanced rule logic is provided.

8.      Duplicate fields are not displayed.

9.      A warning is displayed if conditions are defined using fields that are no longer present on the ticket form.

10.   Fields appear on the form in the same sequence in which they are added in the layout.

11.   Fields become visible only if all the conditions are satisfied.

12.   The value for only those fields will be saved which are visible on the form.

13.   The permissions of each field will be honored when any field is displayed on the incident form.

14.   This feature will work along with the Exclude fields on the new ticket form feature.

15.   Date and DateTime values defined in the conditions will be saved in the GMT format.

16.   You cannot define the field display criteria for the Time and Encrypted field types.

17.   You cannot define conditions for mandatory fields.

18.   Even if you add a condition for the Description field, it is not applied in Self Service 3.0 as the Description field is a mandatory field.

19.   When defining the field display criteria, you must exclude the following read-only fields:

·        Layout Type

·        Auto Number

·        Smart View

·        Opened Date

·        Resolution

·        Has Attachments

·        VIP client

20.   If the administrator has selected the Dynamic Display checkbox for a field, but did not define criteria for that field, an error is displayed on saving the criteria.

21.   The Field Rendering Conditions pop-up that is displayed at the time of defining criteria contains a field list that has all the fields on the layout except the one for which the condition is already configured. Depending on the data type of the selected input field, further options are rendered:

·        For a Picklist field, the drop-down contains all picklist options.

·        For a Date/Date Time field, the Date Picker is rendered, and the date is shown in the user's locale.

·        For TextArea field, an expandable TextArea box is rendered.

·        For Text and Number fields, input fields are rendered.

·        Depending on the data type of the selected Input field, the list of Operators is displayed.

·        The supported Logical Operators are "AND", "OR", and "NONE".

22.   As there is no change in the existing custom objects there are no changes for existing customers.

23.   Profile-layout assignment should continue to function as before.

24.   No change should be observed when Layout: Ticket page is opened from the Console tab.

25.   No impact should be observed on the conditional rendering of Service Requests.

26.   A field will never appear on the form that has a criterion defined on fields that are no longer in the layout as the condition will always evaluate to false.

27.   Operators- Supported operators depending on data types are:

 

Datatype

Operator

Text

['='],['!='],['LIKE'],['NOT LIKE']

Phone

['='],['!=']

Currency

['='],['!=']

Percent

[['>'],['>='],['='],['!='],['<'],['<=']]

Number

[['>'],['>='],['='],['!='],['<'],['<=']]

Boolean

['='],['!=']

Email

[['='],['!='],['LIKE'],['NOT LIKE']]

Reference

['='],['!=']

DateTime

[['>'],['>='],['='],['!='],['<'],['<=']]

TextArea

[['LIKE'],['NOT LIKE']]

Picklist

[['='],['!='],['LIKE'],['NOT LIKE']]

Troubleshooting

1.      The following could be some reasons why  fields are not visible on the form even when the conditions to display them have been satisfied:

·        Verify whether the fields have been added in the “Exclude Fields While Create Ticket” fieldset.

·        Formula fields will not be displayed while creating or copying a ticket.

·        Inter-dependency of fields.

2.      The following could be a reason why the checkbox to add conditions for certain fields are grayed:

·        The fields could be the required fields. You cannot add conditions for the required fields.

Settings applicable for this feature

          The following existing administrator settings are applicable for this feature:

·        Allow applying of templates on an existing record

·        Replace form field values with template field values

 

References

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature, etc.

If you need further information, you can refer the following links:

 

 

 

1.      From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

2.      From the Operator list, select the required operator.

3.      Click the Search icon and select category value. For example, Network Issue.

4.      Select the required logical operator.

5.      Click the Add icon. You can define a single condition or multiple conditions.

6.      Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

7.      Click the OK button.

8.      Click Save.

9.      To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.

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The Activity Feed, launched in the Remedyforce Console, made it much easier for staff to compose emails from within a record without having to switch to a different page. We have been adding features to the Activity Feed based on popular demand. Yet we find that some staff still prefer to use the Email option within the Actions menu. In previous releases, it lacked the ability to use email templates while composing email in Rich Text mode. In the Summer 19 release, we have added this capability.

Now the Email Template drop down will be visible irrespective of Rich/Plain Text mode while composing Email through Actions > Email. Also, while Replying/Replying all emails in Rich Text mode through Console > Action History (as shown in fig. below).

pic1.png

 

  • Once user selects email template then editor will be changed to "Insert additional information here" text area and will be enabled or disabled based on Admin configuration defined for “Allow staff members to add additional information in the email sent using templates.” Setting in Email configuration setting.
  • If user deselect chosen email template from drop down, then previous body content will be retained with respective editor mode.
  • This feature is applicable to Incident, Task, Problem and Change request module.

 

To have more detailed understanding of each feature please feel free to visit BMC Helix Remedyforce Summer 19 Demos by clicking on given link.

I hope you find the new features useful. I would appreciate to hear your views/comments /feedback.

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Increasing self-service adoption along with a good user experience is a goal for most service desks. A service catalog and Knowledge article page is deployed to allow users to create service requests and read issue relevant Knowledge article by making right selection of category from list.

In previous releases Admins were unable to set icons for categories for better recognition when listed in Service Request and Knowledge article tile in Self Service 3.0. Hence it became difficult for user to choose right category from the list due to lack of proper Icon and Information.

Hence to answer pain point of user and have proper screen utilization, BMC Helix Remedyforce Summer 19 release has now enhanced Service Request and View Knowledge Article catalog by allowing Admin to configure category Icons and displaying category Description on hovering on any category listed.

Lets first get into details of configuring Category Icons

  • Default icon ( default icon.png) is displayed for all categories until admin configures different icon for that category.
  • Admin can configure category icon through
    • Remedyforce Administration > Categories > specific category >Select option
    • Remedyforce Administration > Configure Self Service > Categories > specific category > Select option (as shown in fig. below)

         pic 1.png   pic 2.png  

  • Users will be able to edit the default category icon which is currently default icon.png   by navigating to RF Admin > Configure Self Service > Category and clicking "Manage Default Icon" (as shown below).

        manage default icon.png

 

Note:

  • Category icons are will be applicable only on ‘View Knowledge Articles’ and ‘Request a Service’ pages and not in the lookup fields on forms.
  • If the icon is not specified for any child category, then child category inherits the icon of the parent category and will be shown in Self service 3.0
  • For Fresh Install - Standard icons will be shown for OOTB root Categories which Admins can change later.
  • For Upgrades – Default icon will be shown for all categories. Admin can choose Standard icons using “Select From Salesforce” option.

 

Once Admin configures icon for any parent or child category then those icon will be shown on Self Service 3.0 > Service Request and View Knowledge article tile (as shown in fig. below)

     sspage.png

 

Now let’s get into details of enabling Category Description

 

Aim to enable category Description was to provide more information about category to Client in the form of Tool tip by just hovering and to make efficient use of horizontal space available on screen in Self Service 3.0

  • Admin can enable category description through Remedyforce Administration > Configure Self Service > Category > “Display tool tip for category description in Self Service 3.0”(as shown in fig.below)

     desc setting.png

 

Note:

  • For Fresh Install - Checked by default ,Admin can Opt-out.
  • For Upgrades – Unchecked by default, Admin can Opt-in.

 

Once Admin enables category description, Self Service screen will show description as tool tip for applicable categories (as shown in fig.below) 

  ss desc view.png

 

To have more detailed understanding of each feature please feel free to visit BMC Helix Remedyforce Summer 19 Demos by clicking on given link.

I hope you find the new features useful. I would appreciate to hear your views/comments /feedback.

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