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BMC Helix Remedyforce

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Salesforce Summer '19 is here!

Salesforce Summer '19 was pushed to orgs this past weekend and the remaining orgs will be updated this coming weekend (June 14/15th).  Details can be found on page 5.

 

Requirements for the Salesforce Mobile App - Apple iOS

The Salesforce for iOS mobile app will now require iOS 12.0 and higher in v220.0, which will be released alongside Salesforce Summer '19.  Users of prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release).  See page 6 for details.

 

Requirements for the Salesforce Mobile App - Android

Salesforce App for Android is retiring support for Android 5.0 with the Summer '19 release.  You will be required to use Android 6.0 or higher.  Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release) or do a fresh install of the app.  If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.  See page 7 for details.

 

Instance Refreshes

NA33 & NA44:  July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50:  July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78:  August 4, 2019, 07:00 - 11:00 UTC

 

See page 11 and 14 for details.

 

Instance Names

July 21, 2019: 02:00 - 06:00 UTC

NA33 -> NA117 or NA119

NA40 -> NA141 or NA142

NA44 -> NA110

NA50 -> NA122 or NA124

 

August 4, 2019: 07:00 - 11:00 UTC

NA42 -> NA113 or NA114

NA78 -> NA115 or NA116

 

See page 12 for details.

 

Continuous Site Switching

July 6, 2019: AP14, AP15, EU13, NA61, NA64, NA79

July 7, 2019: NA49, NA57, NA87

August 17, 2019: EU15, EU17, NA65, NA66, NA70

August 19, 2019: NA90

September 7, 2019: EU14, EU16, EU18

September 8, 2019: NA94, NA95

 

See page 20 for details.

 

 

 

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We are always striving to improve the Helix Remedyforce solution. Below is a quick, 3 question survey regarding our Remedyforce documentation to help identify our strengths and areas for improvement.  Please complete this 5 minute survey to help us improve our documentation.

 

Online Survey - Remedyforce Documentation

 

Regards,

The Remedyforce Helix Team

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Salesforce Summer '19

Salesforce Summer '19 has already been rolled out to a subset of Sandboxes.  The official release dates for production are currently the weekends of June 7th and June 14th.

See pages 5 - 6 for details.

 

Requirements for the Salesforce Mobile App (fka: Salesforce1)

Apple iOS requirements

The Salesforce for iOS mobile app will required iOS 12.0 and higher in v220.0, which is planned to be released alongside Salesforce Summer '19.  Salesforce is ending support for versions 11.x and lower so that they can focus their resources on supporting the most recent OS versions that the majority of their customers use.

 

Android OS requirements

Salesforce App for Android is retiring support for Android 5.0 with Salesforce Summer '19 release.  You will be required to use Android 6.0 or higher.  This change will provide a more secure experience for Android users as well as allow Salesforce to deliver new features not possible if they continued support for Android 5.0.

 

See pages 7 - 8 for more details.

 

Instance Refreshes

EU9: June 2, 2019, 02:00 - 06:00 UTC 

NA33 & NA44: July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50: July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78: August 4, 2019, 07:00 - 11:00 UTC

 

See page 12 for details.

 

Instance Names

June 2, 2019, 02:00 - 06:00 UTC

EU9 -> EU29 or EU30

 

July 21, 2019, 02:00 - 06:00 UTC

NA33 --> NA117 or NA119

NA40 --> NA141 or NA142

NA44 --> NA110

NA50 --> NA122 or NA124

 

August 4, 2019, 07:00 - 11:00 UTC

NA42 --> NA113 or NA114

NA78 --> NA115 or NA116

 

See page 13 for details.

 

Site Switches

June 15, 2019| EU14, EU15, EU16, EU17, EU18, NA65, NA66, NA70

June 16, 2019| NA90, NA94, NA95, NA99

July 6, 2019|  AP8, AP9, AP14, AP15, EU13, NA61, NA64, NA79

July 7, 2019 | NA49, NA57, NA87

 

See page 22.

 

Feature Retirements

For those who may be using the Salesforce Agent Console for Customer Service, it will be retired in the Salesforce Spring '20 Release.  Admins will need to plan on transition users to the Lightning Console.  This has no impact nor should it be confused with the Remedyforce Console.

 

See page 33 for details.

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We’d like to shine the spotlight to Evergreen School District

 

 

 

Evergreen School District 114 is one of the largest school districts in Washington State. They have been using Helix Remedyforce to support their students and faculty since 2014. 

 

Value Realization Evergreen School District.jpg

The Evergreen team relies on Helix Remedyforce to help support multiple departments and they continue to grow and evolve their growing business needs.  Evergreen not only uses BMC Helix Remedyforce to support its schools, but also as a learning platform.  In 2017, Evergreen provided Middle and High School students a Chromebook to utilize. Students use the Chromebook to engage with different learning materials and applications that allow them to learn and study in alternative ways.  For instance, Students have created their own websites, tutorial videos, and newscasts for homework assignments. This allows them to not only be creative with assignments but to demonstrate what they have learned.

 

 

Look at their Value Timeline!

 

Off to the Races

It is so wonderful to hear when a customer is using BMC Helix Remedyforce in a new and unique way, that is also helping the next generation.  We are very excited for the Evergreen Team and look forward to what their students will achieve in the future!

 

On behalf of the entire Remedyforce team, CONGRATULATIONS!

 

If you're a BMC Helix Remedyforce customer and have a great success story to share, please don't hesitate to reach out to your Business Relationship Manager

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Salesforce is requiring an upgrade to TLS 1.2 by September/October 2019 in order to align with industry best practices for security and data integrity.

 

Details can be found here:  https://help.salesforce.com/articleView?id=000221207&type=1

 

Many of you may remember a few years ago when Salesforce disabled TLS 1.0; this is a similar action, but now applies to TLS 1.1.  Current versions of TLS are now 1.2 and 1.3.

 

Below are a few points; however, we encourage you to check out the link mentioned above for more specific details.

 

How will customers be impacted?

After Salesforce disables TLS 1.1, any inbound connections to or outbound connections from your Salesforce org that rely on TLS 1.1 will fail.  This will impact a number of Salesforce services, including access to websites including Salesforce Communities, Customer and Partner portals, Force.com and Site.com.

 

How and when will Salesforce implement the change?

The timeframs for disabling the use of TLS 1.1 in your Salesforce environment can be found below.  Each listed service must be compatible with TLS 1.2 or later by the dates indicated.

 

ServiceTLS 1.1 Disablement Schedule

June 2019

New production orgs created with Salesforce Summer '19 or later

TLS 1.1 is disabled by default.

 

New production orgs created with Summer '19* or later will have the "Require TLS 1.2 or higher for HTTPS connections" Critical Update Console (CRUC) setting auto-enabled.  This will disable TLS 1.1 by default.

 

*June 2019

September 20, 2019

Existing Sandbox Ogs

September 20, 2019, TBD PDT (UTC)

 

All existing sandbox orgs - whether existing, refreshed, or new - will have TLS 1.1 automatically disabled and will required TLS 1.2 or later in HTTPS connections to or from the sandbox org. 

October 25, 2019

Existing Production Orgs

All existing production orgs will have TLS 1.1 automatically disabled and will require TLS 1.2 or later in HTTPS connections to or from the production org.
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Ah Spring.  I love this time of year.  Except here's how my typical week goes.  Monday - Friday, the weather is warm and beautiful.  I know this because as I sit in my home office working, I can see how lovely it is outside.  However, once the weekend arrives so does the rain, cold and wet!  I can't seem to catch a break.  It cuts into my running time for sure!  

 

Anyway, let's get on with the Salesforce April 2019 Tech Update shall we?

 

Salesforce Summer '19

Sandbox preview starts May 3rd and the release weekends are scheduled for May 17th, June 7th, and June 14th.

 

Check out page 5 for all the key dates.

 

Requirements for the Salesforce Mobile App (iOS)

The Salesforce for iOS mobile app will require iOS 12.0 and higher in v220.0, which is planned to be released alongside Summer '19.

 

See page 6 for details.

 

Requirements for the Salesforce Mobile App (Android)

Salesforce App for Android is retiring support for Android 5.0 with the Summer '19 release and you will be required to use Android 6.0 or higher.

 

See page 7 for details.

 

Instance Refreshes

EU9: June 2, 2019, 02:00 - 06:00 UTC

 

See pages 11 - 14 for details.

 

Instance Names

June 2, 2019:  EU9 --> EU29 or EU30

 

See pages 12 - 14  for details.

 

Site Switching

Continuous Site Switching entails switching each Salesforce instance to its ready site approximately once every six months for maintenance, compliance, and continual improvement of disaster recovery capabilities.

 

April 20, 2019:  EU7, EU8, EU12, NA63

April 21, 2019: NA47, NA51, NA63, NA69

June 15, 2019: EU14, EU15, EU16, EU17, EU18, NA65, NA66, NA70

June 16, 2019: NA90, NA94, NA95, NA99

July 6, 2019: AP8, AP9, AP14, AP15, EU13, NA61, NA64, NA79

July 7, 2019: NA49, NA57, NA87

 

See pages 19 - 20.

 

Support for Internet Explorer v9 and 10 Retired

Support for Internet Explorer v9 and 10 ended on April 5, 2019.  While you may be able to continue to access Salesforce Classic using IE9 and IE10, Salesforce will not provide support for any issues you may encounter using these browsers.  This also applies to support for Remedyforce with these browsers.

 

See page 29 for details.

 

You can see all this and other details in the attached!  Thank you!

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Overview

Smart Suggestions feature enables, Self Service 3.0 users to see recommendations when submitting a ticket. When a client opens a new ticket form, a list of relevant common ticket templates, service requests, broadcasts, and self-help articles is displayed as Smart Suggestions. Clients can use Smart Suggestions for a quick reference.

 

For example, while creating a ticket related to a printer, the client might find that a common ticket already exists in Smart Suggestions for that particular printer issue. The client can select the ticket and submit it.

 

Smart Suggestions appear in the ticket window when a client enters more than two characters in the Description, Category, or Service fields. Based on the text that the client enters, the Smart Suggestions feature provides quick and easy access to relevant information.

 

Enabling Smart Suggestions

To make Smart Suggestions available to clients in Self Service 3.0, Remedyforce administrators can enable this feature as follows:

  1. Click Remedyforce Administration > Configure Self Service > Tickets Layouts
  2. Click Configure Smart Suggestions.
  3. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions check box.

 

   4. From the following check boxes in the Show Smart Suggestions for section, select the appropriate options: 

    • Broadcasts
    • Knowledge Articles
    • Common Tickets
    • Service Requests

   5. Click Save.

 

How Smart Suggestions work

Once the Smart Suggestions are enabled, when a client opens a new ticket form, the Smart Suggestions pane slides out as soon as the client enters more than two characters in any of the following fields:

  • Description
  • Category
  • Service

Based on the text that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that the administrator had configured:

  • Self Help Articles
  • Common Tickets
  • Service Requests
  • Broadcasts

Note that any changes made in the Description, Category, or Service fields results in a fresh set of suggestions.

 

Which records shown in the search result

Only those records are shown in various sections to which the client has an entitlement (account, profile, and permission set). For different sections, records are shown based on the following conditions:

:

·   Common Tickets: Shows only those templates that are active and selected under common requests..

·   Service Request: Shows only those request definitions that are active and set as online.

·   Self Help Articles: Shows only those knowledge articles that have the Display in Self Service check box selected and the status as published. All record types as well as custom record types are supported. Note that the Self Help Articles section displays only the Remedyforce knowledge articles and not the Salesforce knowledge articles.

·   Broadcasts: Shows only those broadcasts in the list that are active, available for the date range, and have the Display in Self Service check box selected.


What happens when a record is selected

 

The detail flow of what happens when a user selects from each accordion is as follows:

  • Ticket Template:
    • The form is replaced with pre-populated mapped field values from the selected template.
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Service Request:
    • There is no Back link or button on this form.
    • The Smart Suggestions pane is closed once the user selects a template.
  • Self Help Article:
    • The Ticket form is overlapped by the knowledge article view.
    • There is a Back button on this view to navigate to the original form.
    • The Smart Suggestions pane remains open so that the users can switch between different suggested articles.If the user clicks the Submit button stating that the article met the needs, then the article, the Submit Ticket form, and the Smart Suggestions pane are all closed. Otherwise, the user can navigate back to the Smart Suggestions pane.

 

 

  • Broadcast:
    • The top section that displays details of the selected broadcast.
    • The bottom section that displays a list of all broadcasts t are available in current Smart Suggestions. (Only Priority and Message will be displayed in list)

The Broadcast modal window has a Back button, a Cancel button, and Close  to navigate to the original ticket form.

 

Few considerations

  • The existing Submit a Ticket form remains open as is and the Smart Suggestions pane slide out only when the client starts typing in the Description field or populates the Category or Service lookup.
  • Smart Suggestions sections are displayed as accordion sections (with counts in header) and rich lists having icon, title and short description.
  • Each section shows a maximum of 15 records.
  • By default, the first section is shown as expanded. If the first section does not have any records to display, then the next available section with records is shown as expanded.
  • Clients can click any information from any section. When clients click a record, the record is shown in the same pane as the ticket.
  • Only when matching results are found, the Smart Suggestions pane is shown with the number of records found for each section. If suggestions are not found, the suggestion pane is not shown.
  • Clients can close Smart Suggestions by clicking on Close(X). This is applicable only for the current ticket form. Once the Smart Suggestions pane is closed, no calls are made to fetch the suggestions.
  • The Description__c (Long Text Area) field is used to show the description on Smart Suggestions. If the Description_Rich_Text__c field is used to store the SRD description, the description will be blank on the Smart Suggestions result pane.
  • If a client enters a value in the Service field, knowledge articles and service requests that are linked to the service are also displayed.
  • If there are no matching results for all the combined values from different fields, a search is carried out for separate values in each field. If there are still no results from the search, the Smart Suggestions pane is not displayed.
  • Service request search does not show result if only category is entered. It shows result for only Service, only Description, Service/Description & Category combinations.
  • Showing Smart Suggestions on Template form - When any template from the Smart Suggestions result is selected and opened, then the Smart Suggestions pane window is not shown.
    However, when the template is opened from other entry points like Home page or Superbox search results, then Smart Suggestions is displayed.
  • Smart Suggestions is not displayed when a submitted ticket is copied.
  • Self Service branding is not applicable for Smart Suggestions.

Settings applicable for this feature

  • Service requests and the ticket templates are shown in one section only if the following setting is selected.
    Remedyforce Administration - > Configure Self Service -> Service Request -> Display service request definitions and incident templates together.
  • The Knowledge Article section is displayed in the search layout based on the following setting.
    Remedyforce Administration > Configure Self Service > Search-> Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab.
  • Self Help Articles section is displayed as a first section in the search based on the following setting.
    Remedyforce Administration >Configure Self Service >General Self Service Settings >Knowledge articles have precedence over service requests in the layout
  • If the Knowledge articles have precedence over service requests in the layout setting is selected and the segregation of ticket template and service requests is enabled, then the ordering of the section is: Self Help Articles, Service Requests, Ticket Templates and Broadcasts. Otherwise, the ordering is Self Help Articles, Service Requests, and Broadcasts
  • If the Knowledge articles have precedence over service requests in the layout setting is unchecked and the segregation of ticket templates and service requests is enabled, then the ordering of the sections is: Service Requests, Ticket Templates, Self Help Articles, and Broadcasts. Otherwise, the ordering is Service Requests, Self Help Articles, and Broadcasts.
  • Only those ticket templates are visible that are selected under common requests.
    Remedyforce Administration > Configure Self Service > Common Requests.
  • When the segregation setting Display service request definitions and incident templates together is ON, Ticket Templates and SRDs are shown together and Templates have precedence over SRDs in the Smart Suggestions pane. A maximum of 15 records are shown.
  • The colour of the count box that shows number of records in each section can be set through the setting Remedyforce Administration > Configure Self Service > Branding > Default Button Color.

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:

 

Do also read my another blog related to the CI lookup filter enhancement for Self Service 3.0  and  superbox-enhanced-search-in-self-service-30

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My name is Tina Vega and I am a Senior Business Relationship Manager at BMC. I have been working with Brooks Rehabilitation Hospital since they purchased BMC Helix Remedyforce in October, 2018. We are pleased to announce their successful go live! 

 

 

Brooks Rehab Logo.png

 

At Brooks Rehabilitation Hospital, they are dedicated to offering the most advanced therapies for all their patients. Their commitment is to provide customers with the best care possible which is exemplified by the depth and breadth of programs and services that they offer.

 

We are live.png

 

 

Brooks Rehabilitation Hospital Implementation Requirements

Brooks Rehabilitation Hospital did their homework and after evaluating other ITSM Solutions, the Remedyforce product was chosen as their helpdesk solution. They had the following items prepared prior to implementation ensuring they received what was needed for their business organization -

  • Categories
  • Rules and processes
  • Folder and groups
  • Workflows
  • SLA guidelines

 

Once these items were put in the proper format a premier partner, RightStar Systems Incorporated, easily added their users into the sandbox and they were able to go directly into testing. Tina mentioned, “We really struggled with our former solution as it was not easy to navigate, we had hundreds of tickets due to duplication or simply because they were assigned and never addressed. Reporting was difficult and inaccurate. We performed an internal Service Desk Assessment and Survey with our entire IT department; the results were unanimous -

  • The solution needed to follow some of the ITIL standards and processes
  • We needed to be able to provide real statistics and metrics for both the staff and our customers
  • We needed to simplify our categories to allow accurate reporting


We went live with Remedy Force Monday January 7th, 2019. The staff were absolutely thrilled, the application was easy and intuitive to use
.”

In addition, Brooks Rehabilitation Hospital has noticed they average approximately 1000 incidents a month. While using BMC Helix Remedyforce, they are already seeing tickets being routed accurately and are better able to focus their attention on their customers.

 

Value Realization

One of the key factors to the success of this sizable project was realizing how customer satisfaction has increased since using BMC Helix Remedyforce. Tina explained, “The customer satisfaction survey is quick and simple to access, we have had fantastic feedback from our clients. Also, the few times that we have received any negative feedback, we were actually able to follow up with the customer and perform a little service recovery, as well as gather details and properly address the issue internally to correct and prevent these type issue moving forward. As well as, our first call resolution went from 41.3% in Jan to 61.3%. In Feb, I believe this is related to our new knowledgebase that allows for faster resolution to issues, I am certain this number will continue to increase as we expand our Knowledgebase.”

When asked what do you see as the value in Remedyforce? Tina stated, "After going live, our Support Staff were able to find existing tickets, see their own statistics and receive notifications if they were about to miss an SLA. By the 2nd month of use we were meeting 78% of our SLA’s. That doesn’t sound like much, but for staff that had never been required to manage to Service Level Agreements and an IT organization that is very immature in the ITIL governance, this was a very positive start. The staff is now learning to understand incident, problem and change management, we are all learning to speak the same language when it comes to tickets, issues and solutions. I’m very excited to see what the next 90 days will bring."

Brooks Rehabilitation Hospital users have easily adopted BMC Helix Remedyforce very quickly and seem to be enjoying the capabilities it provides that had not been available in their previous system. A common theme is that BMC Helix Remedyforce is intuitive, and provides many new capabilities that Brooks Rehabilitation Hospital did not have before.

 

A picture is worth a thousand words, just take a look at their Value Timeline:

Value Timeline Brooks Rehab.JPG

 

What is next for Brooks Rehabilitation Hospital?


When asked what are you looking to do next in BMC Helix Remedyforce? Tina stated, "We are looking at Asset Management and IT Procurement for upcoming 2019 projects and looking to the future for next year, we would like to enable Cisco VoIP integration. As well as, it was a pleasure working with the teams from both BMC and RightStar, we were easily able to engage our contacts with a simple email when needed and normally resolved the issues or answered the questions in a single phone call, this implementation was almost too easy and was 100% on time. We killed it!"

 

It is absolutely fabulous to hear when a customer is live with the product, see the value they have with BMC Helix Remedyforce and hear the enthusiasm in their voice when they speak about the product. Way to go Tina Potts, Brian Havey, Larry Glass and on behalf of the entire BMC Helix Remedyforce team, CONGRATULATIONS!

 

Thank you Tina Potts for collaborating on this article and to Brooks Rehabilitation Hospital for becoming a BMC Helix Remedyforce reference and sharing your case study!

 

If you're a BMC Helix Remedyforce customer and have a great success story to share and highlight to our community, please don't hesitate to reach out to your Business Relationship Manager.

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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 !

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 ELTON 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 if BMC Helix Remedyforce does equipment tracking. As you well know that is not what BMC Helix Remedyforce is designed for. As you could read their are various possibilities in interacting with solutions from other vendors. So it is good to understand that at the moment we have no experience and have no intentions in building out such integration.

 

Managing equipment, tools and other devices in the field requires knowing where they are at all times. Quickly identify the precise location of every fixed or movable asset in your business. Easy-to-install hardware combined with a reliable network and smart devices provides a complete tracking system that will streamline your asset management process. Work smarter by accessing real-time data in the office or remotely via smart phones, tablets or other mobile devices.

To assist people in understanding how to do equipment tracking properly accountabilitycorp  has published this free ebook. The ebook covers off all you need to know about modern equipment and asset tracking solutions. If you are wondering what best practices in equipment tracking look like today this ebook is for you.

We walk you through the following topics

  • Lifecycle of Equipment
  • Day to Day Operations
  • Labelling Equipment
  • Repairs and Maintenance
  • Audits and Physical Counts
  • Responsibility of Assets
  • Loan of Equipment
  • Location Tracking
  • Data Loading and Cleaning

Download it here http://accountabilitycorp.com/equipment-tracking-best-practices-ebook/

 

Some sample use cases can be found https://accountabilitycorp.com/usage-cases-for-elton-and-fixed-asset-tracker/ but more important is that the solution is also available on the salesforce AppExchange under ELTON - Equipment Location Tracking ONline meaning that is uses the same platform as BMC Helix Remedyforce.

 

They have also a presentation which walks you trough Equipment Tracking, Best Practices

 

For any more details or product demo please contact us so we can get you in to contact with the right people.

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March usually brings warmer temperatures, more coworkers starting to talk about brackets, and everyone complaining about the time change.  However, from where I sit, Mother Nature seems to not want to let Winter slip by just yet!  Here in the Dallas area, we're still overcast, a bit rainy, and just when I think we're going to have sun and better running days, the rain and cold return.  Yes...I know I should run in all the seasons, but at my age, there are times my body just wants an easy run vs. running and fighting the elements.  There's always time for that another day.

 

Speaking of time, it's time for the March 2019 Tech Update!

 

Requirements for the Salesforce Mobile App (formally known as Salesforce1) - Apple iOS Requirements

The Salesforce for iOS mobile app will require iOS 12.0 or higher in v220.0 which is planned to be released alongside Salesforce Summer 19.  We'll insure to test Remedyforce and make sure there's no impact to us.

 

See Page 5 for details.

 

Requirements for the Salesforce Mobile App (formally known as Salesforce1) - Android OS Requirements

The Salesforce App for Android is retiring support for Android 5.0 with the Salesforce Summer 19 release.  You will be required to use Android v220.0 or higher.  We'll insure to test Remedyforce and make sure there's no impact to us.

 

See Page 6 for details.

 

Instance Refreshes

  • NA8 & NA55:  March 17, 2019, 03:00 - 06:00 UTC
  • NA34: March 17, 2019, 07:00 - 10:00 UTC
  • NA29, NA38, NA48: April 7, 2019, 02:00 - 06:00 UTC

 

See Page 9 for details.

 

Instance Names

March 17, 2019

  • N8 --> NA104 or NA105
  • NA34 --> NA129 or NA130
  • NA55 --> NA102 or NA103

 

April 7, 2019

  • NA29 --> NA97 or NA101
  • NA38 --> NA98 or NA100
  • NA48 --> NA131 or NA132

 

See Page 10 for details.

 

Sandbox Ready Site Migrations

CS82 and CS83: March 29, 2019

 

See Page 13 for details.

 

Retirements

  • Process Visualizer will be retired Salesforce Summer 19.  You will not be able to view a visual representation of approval processes using the Process Visualizer; however, your data and approval processes will not be impacted, nor will the approval process information in the Approval Processes pages in Setup.  See page 24 for details.
  • Support for Internet Explorer v9 and v10 will retire on April 5, 2019.  You can continue to access Salesforce Classic using IE9 and IE10, however, Salesforce (nor Remedyforce) will not provide support for any issues you may encounter using these browsers.  See page 27 for details.

 

James Dubcak

Support What's New

Posted by James Dubcak Employee Mar 12, 2019
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Release Calendar

Latest Version: BMC Helix Remedyforce Winter 19 P3, Build 201901.140.113

Remedyforce Winter 19 Patch P3 Pushes to Sandboxes June 21th.

Release notes and notices

Known and corrected issues

 

 

Self Service Resources Available 24 hours a day

Remedyforce YouTube Channel Subscribe Now

Learn something new today and check out the latest videos and recorded webinars.

Find videos fast: BMC Helix Remedyforce YouTube Support Video Index

 

BMC Helix Remedyforce Monthly Newsletter  - May 2019

 

Support Product Pages

You can find information about documentation, support lifecycle dates, knowledge base articles, community forums, youtube videos and other resources all in one place.

 

Top viewed Knowledge Articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

 

These posts will be updated regularly to help you find top trending KAs.  Last Updated: 4/19/19

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Many of you may have received an uptick in communication coming directly from Salesforce about an auto transition of organizations to the new Salesforce Lightning Experience.  There’s been a lot of questions, so we wanted to share what we know.

 

First, Salesforce has issued FAQs that you can refer to.

 

Admin FAQ:

https://lightning-readiness-check.salesforce.com/onboarding/AutoTransitionFAQ_Admin

 

End User FAQ:

https://lightning-readiness-check.salesforce.com/onboarding/AutoTransitionFAQ_EndUser

 

Secondly, we've reached out to our Salesforce contacts, and there are three different paths you can take if you are not ready to move to Salesforce Lightning.

 

1.  Disable Lightning at the Org Level.

In Setup, click on “Get Stared” in the “Lightning Experience Transition Assistant”.   Click “Go to Steps” under “Roll Out Phase”.  In Step 4, Launch Lightning Experience | Turn on Lightning Experience, ensure this setting is set to Off.  This turns off Lightning for the entire Org.

 

2019-03-08_10-21-56.png

 

2.  If you have a requirement to only allow a small handful of individuals access to Lightning (for testing or you have other areas of your company that use Salesforce and want to move), then you can remove (or not grant) the “Lightning Experience User” permission in Profiles and/or Permission Sets.   None of the out of the box BMC Helix Remedyforce Permission Sets have this permission enabled.

 

3.  In the FAQ mentioned above, there are instructions on how to delay the roll out to your organization.

 

Please be aware that BMC Helix Remedyforce has been certified to work in Salesforce Lightning when you are ready to make that move.

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Happy Valentine's Day!  Wow, my second blog post today.  I should get the rest of the day off or something!    No?  Back to work for me?  All right...here's Salesforce's February 2019 Tech Update!

 

Salesforce for iOS and Android v. 18.0 Available

Formally known as Salseforce1, Salesforce for iOS and Android has an update.

 

See page 6 for details.

 

Field History Data Retention Now Enforced

We did a blog post on this one (Salesforce: Retention Limit for Field History Data is now Enforced!) however, be aware, that starting with Salesforce Spring '19, Salesforce will enforce the 18-month retention policy and begin the process of removing field history data beyond 24 months.  If you have data beyond 24 months that you would like to retain, please take action well before Spring '19 release!

 

Your two options are:

Option 1: Purchase Field Audit Trail

Option 2: Download the data via Data Loader and add it to a custom big object (or retain elsewhere)

 

Details can be found in our blog post mentioned above as well as page 7.

 

Instance Refreshes

NA8 & NA55: March 17, 2019, 02:00 - 06:00 UTC

NA34: March 17, 2019, 07:00 - 11:00 UTC

NA29, NA38 & NA48: April 7, 2019, 02:00 - 06:00 UTC

 

See page 11 for details.

 

Instance Names

March 17, 2019

NA8 -->  NA104 or NA105

NA34 --> NA129 or NA130

NA55 --> NA102 or NA103

 

April 7, 2019

NA29 --> NA97 or NA101

NA38 --> NA98 or NA100

NA48 --> NA131 or NA132

 

See pages 12 - 15 for more info.

 

Site Switches

March 2, 2019 | NA21, NA32, NA37, NA54, NA67

March 3, 2019 | NA46, NA72, NA76, NA88

April 20, 2019 | EU7, EU8, EU12, NA53

April 21, 2019 | NA47, NA51, NA63, NA69

June 15, 2019 | EU14, EU15, EU16, EU17, EU18,

NA65, NA66, NA70

June 16, 2019 | NA90, NA94, NA95, NA99

July 6, 2019 | AP8, AP9, AP14, AP15, EU13, NA61,

NA64, NA79

July 7, 2019 | NA49, NA57, NA59, NA87

 

See page 19 for details.

 

Salesforce IP Addresses & Ranges

If your company restricts web access to specific IP ranges, take a look at page 20 for any updates.

 

Salesforce Maintenance Schedule

In addition to trust.salesforce.com, you can see the upcoming system maintenance schedule on page 21.

 

Support for Internet Explorer v9 & v10 will retire on April 5, 2019

Support for Internet Explorer (IE) 9 & 10 will be retired on April 5, 2019 (this will include BMC Helix Remedyforce as well).  After April 5, 2019, you can continue to access Salesforce Classic using IE9 and IE10.  However, Salesforce will not provide support for any issues you may encounter using these browsers.

 

See page 28 for details.

 

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Welcome to the new era of Cognitive Service Management!  As BMC expands its offerings and capabilities embracing cognitive service management, we wanted to ensure that our BMC Helix Remedyforce customers could also take advantage of these new offerings.  Over the next several releases you’ll see us start to build more and more capabilities around cognitive such as integrating with BMC Helix Chatbot that are made possible by AI and machine learning.  Today, you already enjoy BMC Helix Client Management. In this release we include integration with the new offering, BMC Helix Discovery, all of which are cloud based solutions bringing value to your organization.

 

Along with our name change, we are also releasing BMC Helix Remedyforce Winter 19 with a slew of features that will help further your value with BMC Helix Remedyforce!

 

Chat with BMC Helix Remedyforce Support

We are now introducing a new feature that will allow BMC Helix Remedyforce Administrators to initiate a chat with BMC Helix Remedyforce Support when a support team member is available.   This feature is on by default and available to those administrators with the Remedyforce Administrator checkbox checked and their email associated with a valid BMC Support ID.

 

BMC Helix Remedyforce CMDB UI/UX

The BMC Helix Remedyforce CMDB user interface has not changed since its original inception.  To provide a more modern and improved user experience, the BMC Helix Remedyforce CMDB has aligned with the newer Console user interface.  Beyond the improved user interface and consistency, many improvements have been incorporated as the result of many in-depth customer interviews along with a community survey for all customers to rank the enhancements. The additional enhancements include column filtering, page controls, the class path in the title bar to always know where you are, locking of the instance name to not lose focus when scrolling horizontally, just to name a few.

 

BMC Helix Remedyforce support for BMC Helix Discovery

With the recent release of BMC Helix Discovery, BMC Helix Remedyforce now provides the same integrations with this new offering as with the on-premise Discovery offering (BMC Discovery).

 

BMC Helix Remedyforce and BMC Helix Client Management

Due the recent Oracle licensing changes with Java, a new method to launch the BMC Helix Client Management console has been delivered.

Note: BMC Helix Remedyforce customers who are integrating with BMC Client Management on premise must upgrade to Winter 19 before applying the latest BMC Client Management patch.

 

BMC Helix Remedyforce Self Service 3.0

We realize the importance of providing complete information of records to approvers. Enhancements have been made to enable approvers to view all record details, including attachments. Approval History can be viewed by approvers. This allows them to have a better context of the approval request, enabling them to make a more informed approval decision. Additionally, we now allow admins to restrict pending approvals to just BMC Helix Remedyforce records. This will reduce the clutter of pending approvals.

 

Admins can now design a simpler page layout for submitting tickets. More details can be displayed while viewing tickets.

 

A new method of displaying broadcasts, called Message Scroll, allows broadcasts to be displayed in a way that does not distract clients as they work in Self Service.

 

And finally, the ability to save service requests as drafts allows clients to reopen the drafts and submit them. 

 

BMC Helix Remedyforce Console Filtering

With the advancement of the Salesforce Metadata API, we are now able to provide column filtering and provide you and your staff a more "Excel" like experience by building out filtering per column within the BMC Helix Remedyforce Console. 

 

Now staff can easily filter a given view based on Client or filter for tickets between two dates.

 

BMC Helix Remedyforce Value Adoption Dashboard

BMC Helix Remedyforce Utilization was launched as Beta in a recent release. This has been renamed to BMC Helix Remedyforce Value Adoption Dashboard and is now generally available. It allows our customers to assess their adoption of different feature sets. As they adopt more features, they are rewarded with badges at specific thresholds. Badges can be shared on public social networks. We are augmenting this information with KPIs on the incident management process along with benchmarks from other customers so that customers may see where they stand relative to others. Please note that KPIs and Benchmarks are Beta in Winter 19.

 

BMC Helix Remedyforce Integration with BMC Helix Chatbot

BMC Helix Chatbot is the starting point of bringing cognitive services to your end users so they can request services and knowledge when and where they need it using natural language processing. We excited to support this integration and bring the chatbot experience to your clients and users. 

 

Measuring Salesforce Mobile App Adoption

Records created from the Salesforce mobile app are now identified separately. This allows service desk managers to measure the adoption of the mobile app.

 

Service Target Reporting and SLA Dashboard

Service Target Reporting has been a big ask from our customers.  In Winter 19, you can now report on Elapsed Time, Time Remaining, and Paused Duration.  Additionally, with this new capability we are now introducing new reports along with the new Service Level Agreement Dashboard for Incidents and Service Requests.

 

Quickview Charting

As of 2020, Adobe Flash is no longer supported and it will come to its "end of life"; however, many modern browsers are already disabling Flash by default and making it hard and harder to enable.  To that end we are moving to a new charting technology called Highcharts.  This library will give customers a broader range of charts to choose from, in addition to being able to export and change viewing values on 3D charts.

 

JavaScript Buttons

While this isn't really a feature, it's a fundamental change we've had to make for BMC Helix Remedyforce based on feedback from Salesforce.  If you are using Salesforce standard pages, these changes will impact you as Salesforce is no longer supporting managed code for JavaScript buttons.  To that end the buttons will now actually load a Visualforce page which will in turn launch the corresponding JavaScript.  There will be a small impact to usability which we'll cover in demos and other broader communications as we move further with this project.

 

Call to Action

 

 

 



You'll find attached to this blog post our Insights Desk PDF with additional links to the documentation of the feature as well as demos of the features.

 

Thank you for being our customer and being part of the new BMC Helix Remedyforce family!

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Last year Salesforce implemented a Continuous Site Switching (CSS) program which entails site switching each instance approximately once every six months for maintenance, compliance, and disaster recovery purposes.

 

The 2019 Continuous Site Switching Schedule through July 2019 is as follows:

 

  • March 2, 2019 | NA32, NA37, NA54, NA67
  • March 3, 2019 | NA40, NA47, NA51, NA63
  • March 16, 2019 | CS25, CS26, CS92, CS97
  • April 6, 2019 | CS5, CS53, CS68, CS84, CS85, CS88, CS89, CS90, CS91 CS115, CS116
  • April 20, 2019 | EU7, EU8, EU12, NA53
  • April 21, 2019 | NA46, NA72, NA76, NA88
  • June 15, 2019 | EU14, EU15, EU16, EU17, EU18, NA65, NA66, NA70
  • June 16, 2019 | NA69, NA90, NA94, NA99
  • July 6, 2019 | AP8, AP9, AP14, AP15, EU13, NA61, NA64, NA79
  • July 7, 2019 | NA49, NA57, NA59, NA87
  • July 20, 2019 | CS12, CS20, CS21, CS23, CS31, CS72, CS102, CS105, CS106, CS137

 

================================

Who is impacted by this change?

All customer and partners globally will be impacted by this change in our maintenance policy.

 

What is the change?

Each Salesforce instance is built and maintained in two geographically separate locations. An instance is actively served from one location (the active site) with transactions replicating in near real-time to the other completely redundant location (the ready site). This infrastructure model allows us to switch the location of the active site for maintenance, compliance, and disaster recovery purposes, which is referred to as a site switch. As part of our Continuous Site Switching program, Salesforce switches the active and ready instance locations approximately once every 6 months.

 

Why is this change happening?

Continuous site switching allows us to continuously improve our operations and infrastructure in order to provide you with the high availability of our services you’ve come to expect. In addition, continuous site switching satisfies the internal compliance requirement of many of our customers that their instances are capable of being served from either geographic location throughout the year.

 

When will these changes take place?

With the Continuous Site Switching program, each instance will undergo a planned site switch approximately once every six months. These planned site switches will only occur during standard system maintenance windows, which are scheduled the first and third weekends of every calendar month and are unique to each instance.

 

What's the impact to customers and partners?

During a site switch, impacted customers and partners can access their org in read-only mode. At the beginning of the program, site switch maintenance windows may last upwards of 90 minutes. As we improve our operational processes through practice and iteration, our goal is to reduce this window over time.

 

What action do I need to take?

  1. If you already follow our infrastructure best practices by not restricting access to Salesforce IP ranges and setting your DNS timeout value to 5 minutes (default setting), a site switch should be seamless to your users.
  2. If you are restricting access to certain IP ranges or data centers, update your network settings to include the complete list of Salesforce IP ranges from the What are the Salesforce IP Addresses to whitelist? article in order to avoid any unintended service disruptions following a site switch.
  3. If you control your DNS timeout values set, then you may need to refresh your DNS cache and restart any integrations following the maintenance.

Where can I go for more information?

The Continuous Site Switching schedule is posted and maintained on our Trust maintenance calendar. To determine if a specific instance is on the schedule, click on the instance at https://status.salesforce.com or visit http://status.salesforce.com/status/<INSTANCE> (example: http://status.salesforce.com/status/NA31) and review the maintenance calendar for that instance.

 

We recommend that you and your customers subscribe to Trust Notifications to stay informed of maintenances, including site switches, that are scheduled and to receive updates during the maintenance. More information on Trust Notifications can be found here.

 

For more information on what happens during a site switch and how to make sure your org is best prepared, see our Site Switching Overview article.

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