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BMC Helix Remedyforce

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In this release, we are designing lightning web components for consuming the service catalog. Similar to the other lightning web components designed in previous releases, the look and feel will be Lightning. We expect the performance of these components to be better than the corresponding aura components.

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The component will align with the display properties of the theme.

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The newest version of Remedyforce (Summer 20) introduces a feature called "My workday". My Workday is a new visual way to help your staff (and admins) on keeping track on their pending Incidents, Tasks, Change Requests or Problems, it is as simple as creating list views on your console or a view from the Salesforce Standard tabs and then you may utilize the views on My Workday cards,  take a closer look on how it works and how you may activate this function in your org with this quick demo video.

 

 

We hope this information was useful to you.

 

Other Resources

 

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The Salesforce Experience Cloud, previously known as Community Cloud, enables organizations to deliver an online community where their customers, partners, and employees can collaborate. Salesforce communities enable not just collaboration but also business transactions. It is this capability that can be leveraged to deliver a Self Service portal. We have created a shared environment wherein a Salesforce community has been hosted.

 

In creating this community, the following lightning components have been used:

  1. Submit Ticket
  2. View Tickets
  3. Service Requests
  4. Self Help Articles

 

The first two components in this list are lightning web components. This is the latest framework from Salesforce for designing lightning components. The next two components in this list are aura components. You will notice that the look and feel of the aura components are different from that for the lightning web components. We also acknowledge that you may face performance issues in accessing the aura components. In future releases, we may design more lightning web components and deprecate the aura components.

 

The credentials for accessing the community are as follows:

Staff:

     Username: ebrown@rfcom.com

     Password: Sfcomm1$

Client:

     Username: jsmith@rfcom.com

     Password: Sfcomm2$

 

The community can be accessed here: https://prime.force.com/helpdesk/s

Alternatively, you may log in from the Salesforce login page and click on the Help Desk app from the App Launcher in Lightning Experience.

 

The community UI is almost identical for staff and client users, the only difference being that the staff user sees the IT Knowledge Base in the sidebar, whereas the client user does not.

 

You are encouraged to use this community and provide us with feedback. As we design new lightning web components, your feedback will help us prioritize the functionality that is required on the Experience Cloud.

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Adobe announced End of Life for Flash Player in 2017. This was followed by leading browsers announcing the end of support for Flash Player.

 

BMC took cognizance of this impending change in the design of BMC Helix Remedyforce. We identified and removed dependencies on Flash Player in the product. These components were replaced by modern ones that did not depend on Flash Player and in fact provided a much superior user experience. These changes were made in the Winter 19 release of Remedyforce. Customers who have upgraded to the Winter 19 or later versions of Remedyforce will not have any adverse impact in using Remedyforce after the retirement of Flash Player.

 

Summer 18 and older versions of Remedyforce had dependencies on Flash Player. Customers who are using these versions of Remedyforce may experience a disruption in product functionality after browsers retire Flash Player.

 

We strongly urge customers using old versions of Remedyforce to upgrade to recent ones to mitigate the risk of any adverse impact of the behavior of browsers after Flash Player stops working in browsers. Although most browsers appear to support Flash Player until the end of 2020, BMC has no control over the exact dates that this change will happen.

 

To upgrade to a recent version of Remedyforce, please reach out to your business relationship manager or RemedyforceSuccess@bmc.com.

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Please join Jair as he presents on Creating Workflow Best Practices in the December 30, 2020 webinar.

 

In this session, he will review the best practices for creating workflow rules and process builder processes.  He will demonstrate different examples and how to troubleshoot problems that you may encounter while creating workflow and processes.

 

Jair Ramos is a Staff Specialist Technical Support Analyst

 

Event Registration Details

Date: Wednesday, December 30,  2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371855&tp_key=f215180a79

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Jair Ramos

BMC Helix Remedyforce

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Please join Jair as he presents on Leveraging Request Definitions in the November 25, 2020 webinar.

 

In this session, he will review the best practices for Creating and configuring Request Definitions.  Including capturing consistent information across all Service Requests, applying categorization, reviewing other request settings, and copying request definitions.

 

Jair Ramos is a Staff Specialist Technical Support Analyst

 

Event Registration Details

Date: Wednesday, November 19,  2020

Time: 10 a.m. Central Standard Time (GMT-6)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371848&tp_key=7fc004e470

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Jair Ramos

BMC Helix Remedyforce

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Please join Jair as he presents on Migrating Configuration Data from Another Organization in the October 28, 2020 webinar.

 

In this session, he will review how to migrate objects from one Salesforce Organization to another Salesforce Organization using the BMC Configuration Data Pentaho package.   The following objects are included:

• Categories

• Templates

• Request Definitions

• Service Level Agreements (SLAs)

• QuickViews

• Basic Configurations that include Status, Impact, Urgency, and Priority

 

Jair Ramos is a Staff Specialist Technical Support Analyst

 

Event Registration Details

Date: Wednesday, October 28,  2020

Time: 10 a.m. Central Daylight Time (GMT-5)

Registration Link: https://globalmeet.webcasts.com/starthere.jsp?ei=1371844&tp_key=3866511d90

 

After registration, you will receive a confirmation email.

 

For more information, or if you have questions, please contact Jair Ramos

BMC Helix Remedyforce

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There are different reasons you couldn’t access your org, such as an expired password, a degradation issue from Salesforce, expired licenses, but the most common issue is related to the SSO certificates (in case you are using it). Users could get an error like: “We can't log you in. Check for an invalid assertion in the SAML Assertion Validator”. This error might give you a clue that something is happening with your SSO configuration and needs to be checked by the Admin of the org. Don’t wait to much time to have your org up and running again. 

 

If you are not familiar with SSO. You might be asking you, what is SSO? As per Salesforce definition: Single sign-on (SSO) lets users access authorized network resources with one login. You validate usernames and passwords against your corporate user database or other client app rather than Salesforce managing separate passwords for each resource. If you are interested on use SSO for your Salesforce org using ADFS check the following video:

 

Is highly recommended that the system administrators of the org can log in using SSO and https://login.salesforce.com/ This will help you to troubleshoot a possible issue with an SSO certificate. 

 

The first thing you need to do as the admin of the org is to login into your org using  https://login.salesforce.com/ . Once you get there follow the net steps:

  1. Go to setup
  2. Under Identity
  3. Select Single Sign-On Settings
  4. Click Edit in the current SSO configuration your is using

There are 2 different certificates you need to look at:

  • Identity Provider Certificate: The authentication certificate issued by your identity provider.
  • Request Signing Certificate: The certificate is used to generate the signature on a SAML request to the identity provider. This signing certificate is used when Salesforce is the service provider for a service provider-initiated SAML login. You save the signing certificate from the Certificate and Key Management Set up page. If you haven’t saved one, Salesforce uses the global proxy certificate. But a signing certificate is preferred because it provides more control over events, such as certificate expiration.

 

There are different service providers you can use in your Salesforce org, such as Okta, ADFS, One Login, etc. It depends on what your company needs based on the infrastructure and requirements.

Check who is your service provider, based on that you will follow the steps as needed. In this case, I’ll show you the steps you need to follow is your service provider is ADFS and if the Request Self Signing Certificate has expired (you don’t need to do this process when you set up the SSO for the first time. The metadata file already contains the Self Signing Certificate). It is so much easier than you think! Check the following video: 

                                                                                            

 

If the certificate that is about to expire is the Identity Provider Certificate. Check the following BMC article:

https://communities.bmc.com/docs/DOC-48440

 

We hope this information was useful to you.

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Please join Jair as he presents on Best Practices of How to Efficiently Use Incident Features during the September 30, 2020 webinar.

 

In this session he will review the best practices for different incident features that are available in BMC Helix Remedyforce as well as different use cases that can applied for each one.

• Locking Incident records

• Incident Matching

• Creating Incidents from Email

• Incident Console

• Bulk Update Incidents from Console

 

Jair Ramos is a Staff Specialist Technical Support Analyst

 

 

Below is the recording from the webinar

 

 

Subscribe to the BMC Helix Remedyforce Youtube Channel

http://www.youtube.com/c/BMCHelixRemedyforce

 

Presentation References

 

Presentation Q&A

Q: Can we resolve multiple tickets in the same way as you just demonstrated?

A: Yes, just as demonstrated in the webinar.

 

Q: Is there a way to auto-populate specific fields when using email so that they always have the same values? Fields such as Category, Urgency, etc.?

A: Yes, you can create a workflow and apply a template.

 

Q: Will the number of columns increase if you add more fields to the field set?

A: When this feature is enabled, only the first 15 fields from the Column Header field set are displayed in the Remedyforce Console list view for all staff members. You can make more fields available to the staff members under the Available Columns list by adding these fields in the Column Header field set. Each staff member can customize the Remedyforce Console list view as per their requirements, by selecting a maximum of 15 fields from the Available Columns list.  See the product documentation for additional details.

 

Q: How do you customize the fields in Activity Feed like Notes to be RTF to take advantage of Copy-Paste functionality?

A: It cannot be customized, you just need to change the setting to be Rich Test area. You can review the product documentation and video for it. Or submit a case with us so we can show you.

 

Q: Is there a Agent Tool function to convert from Incident to Service Request and vice versa?

A: No, at the current time you need to use a process builder for it

 

Q: Can we pause the counter on the SLA of a ticket based on a specific status?

A: Yes, you can watch our video related to SLA's  and here is the product documentation.

 

 

For more information, or if you have questions, please contact Jair Ramos

BMC Helix Remedyforce

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Remedyforce customers have always wanted to extend the capabilities of Remedyforce by creating custom objects. Up until now, there were licensing restrictions from Salesforce that did not allow customers to do so. Recently, Salesforce has relaxed this restriction for ISV partners which includes Remedyforce. Our customers can now create up to 10 custom objects in their Salesforce org. These custom objects must be related to Remedyforce.

 

If you wish to create custom objects that store additional data that you may use for reporting along with Remedyforce custom objects, this may qualify as meeting this requirement. However, if you wish to create custom objects to build a new application, that would not meet this requirement.

 

Let me explain with an example. Let us assume that your company, which is spread across the globe, has a service desk team at three major locations: US, UK, and Australia. Queues are set up such that the queues in the US have staff only from the US. Likewise, each location has its queues. However, there are virtual teams with similar skills across locations. Staff at one location may reach out to those at other locations for help. If the company wants to track the performance of virtual teams, they can store the names of the virtual teams and their memberships in custom objects. These objects can then be used with other objects for creating reports. Such use of custom objects would be acceptable.

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Please join Jair as he covers Segregating Users and Configuration Data during the August 28, 2020 webinar.

 

In this session he will review the best practices for segregating records using role hierarchy and sharing rules. Also we will review how to troubleshoot issues related to sharing rules.

 

Jair Ramos is a Staff Specialist Technical Support Analyst

 

Below is the recording from the webinar

 

Subscribe to the BMC Helix Remedyforce Youtube Channel

http://www.youtube.com/c/BMCHelixRemedyforce

 

Presentation Q&A

Q: You simply use Owner ID or QUEUE for the criteria?

A: Yes you can use it, just be aware that an owner can be a user or a queue. I recommend you use the same process I did for the category field

 

For more information, or if you have questions, please contact Jair Ramos

BMC Helix Remedyforce

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Working in Remedyforce, you may encounter some features that you may not be able to change, limitations that regular admins cannot surpass, luckily for some of them there is a fix, where we can get Salesforce to change the limit or extend its functionality, if you face any of the situations below simply log a case with Remedyforce support and we’ll take care of it.

 

My domain

As you may know, every Salesforce org may have a (sub) domain that would give your org more personalization, however if you have already renamed your “my domain” you may not be able to do it again on your own, in the case that you cannot modify your “my domain” give us a call, and we’ll log a case with Salesforce to request the change.

Requirements for support case:

  • Org ID
  • Current “My domain” i.e. “bmc.my.salesforce.com”.
  • Desired “My domain” i.e. “mycompany.my.salesforce.com”.
  • Desired “My domain” option two i.e. (in case first option is already taken) “supercompany.my.salesforce.com”.
  • Salesforce support access to org for 1 week.
  • Remedyforce support access to org for 1 week.

 

Self Service site URL (site domain)

When your org is fresh and you just configured the Self Service site, you may notice the site domain (URL) to access this site is prepopulated with something like “remedyforcetrial-14daf852610-168be6ae152.force.com” this is one name that no one will ever remember.  Just log a case with Remedyforce support, and we will get it changed for you.

Requirements for support case:

  • Org ID
  • Current site domain name i.e. “remedyforcetrial-14daf852610-168be6ae152.force.com”.
  • Desired site domain name i.e. “mycompany.force.com”.
  • Desired site domain name option two i.e. (in case first option is already taken) “supercompany.force.com”.
  • Salesforce support access to org for 1 week.
  • Remedyforce support access to org for 1 week.

 

Workflow Limit

By default, every object (or entity) is limited to 50 active workflows, and there is a total of 300 active workflows per org.

If you already have 50 active workflows and cannot activate more, you have two options; the first is to consider using process builders instead, or to request an increase of the workflows limit of your org by creating a case with Remedyforce support.

Requirements for support case:

  • Org ID
  • Business reason for the increase.
  • Desired limit of the increase (up to 300) and name object where limit has been reached i.e. Incident.
  • Salesforce support access to org for 1 week.
  • Remedyforce support access to org for 1 week.

 

Reset Administrator password

Admins are always able to reset other users’ passwords, however what happens when the admin forgot his/her password and he/she is not able to log in, even after clicking the forgotten password link? In this case there are two options; have another admin to reset their password or log a case with Remedyforce support, then we will submit a request to Salesforce for a password reset for the admin.

Requirements for support case:

  • Org ID.
  • Username of the admin user unable to access.

 

We hope this information was useful to you.

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BMCHelix-Remedyforce-logo-UI-Only.png

We are glad to announce that BMC Helix Remedyforce Summer 20 is Generally Available (GA). New user interfaces for Service Request Designer, Remedyforce Discovery Setup, and CMDB Explorer, superior user experience of the Console, insights into incidents owned by queues, and service catalog enhancements will improve your staff productivity and transform the end-user experience.

 

My Work Day is a metrics bar displayed prominently on the Remedyforce Console. Each Metric Card shows a metric on a specific service management practice. Your service desk agents can prioritize their activities based on My Work Day and provide superior customer service.

 

Would it not be great if you could sort columns in the Console List View on multiple columns? Guess what, you can do it with this release. Multiple Column Sorting, a feature common in spreadsheet applications, has been introduced. The sort order is saved to the database and is applied automatically in the next session, even from a different browser. With insights into Queue Reporting, you can track which queues have bottlenecks and take appropriate action.

 

A new experience of browsing the service catalog allows your end-users to consume a hierarchical display of catalog items.

 

The new UI for the CMDB Explorer not only provides a modern interface but also facilitates selecting CIs for linking with change requests.

 

The new UI for the Service Request Designer brings a new experience of designing request definitions. It also facilitates modifications to the fulfillment section.

 

A complete list of all the features of this release is as follows:

 

Remedyforce Console

My Work Day

My Work Day is a metrics bar displayed in the Console which displays metric cards. Admins can create Metric Cards using Console List Views. Each service desk agent can personalize their view of My Work Day by selecting from an array of Metric Cards and setting their preferred order of display.

 

Multiple Column Sorting

An agent can sort on up to five columns for each module, i.e. incidents, tasks, change requests, etc.

 

Column Filters

Column Filters applied by an agent are saved to the database; these are applied automatically in the next session.

 

Queue Reporting

The entire lifecycle of each incident is broken down by queue. With this enhancement, it is possible to track how long any incident was actionable by each queue. Two out-of-the-box reports provided with this release will provide insights into queue reporting.

 

Service Outages

Service Outages can now be accessed from the Console.

 

Copy-Pasting Content

Images held in memory can be pasted to rich-text fields while working on the Activity Feed. Other rich text content such as enhanced font properties can also be saved to rich-text fields. For incidents created by sending emails to the email listener, any images included in the body of the email can be saved to a rich-text field. Images inserted by end-users in rich-text fields can be viewed.

 

Self Service 3.0

Copy-Pasting Content

End-users can paste images in rich-text fields in incidents and service requests.

 

Service Catalog Enhancements

Common Requests are displayed in the service catalog. A new option to browse categories allows end-users to view the catalog as a hierarchical display of categories.

 

Automatic Record Access for Approvers

Business approvers are granted access to records they must approve automatically. This facilitates approvals in Self Service as well as via email.

 

Width of Pop-ups

The width of the pop-ups that display self help articles and tickets has been increased. Images inserted into the body of a self help article are optimized for reducing scrolling.

 

Lightning Web Components for Salesforce Communities

Two Lightning Web Components have been designed for use in Salesforce Communities: Submit Ticket and View Tickets. The UI is quite similar to Lightning applications. The components can also be used to design Lightning Apps.

 

Remedyforce CMDB

Remedyforce Discovery UI

The UI of the setup for Remedyforce Discovery has been refreshed with a Lightning theme.

 

CMDB Explorer

The CMDB Explorer now has a modern UI. It is also possible to export the graphical representation of CMDB records to files. It is now possible to select CIs from the CMDB Explorer and link to a change request.

 

Cloning Records

CIs and assets can be cloned to create new records with several attributes copied from the source record. Fields not required to be copied can be configured.

 

Salesforce Mobile App

Service desk agents can view, add, and delete attachments on records.

 

Remedyforce Administration

Service Request Designer

The UI has been refreshed. The order of tabs has changed. Additional columns are displayed in Input fields table. Mapped Input fields can be reordered. Additional field mappings can be inserted in between existing mappings.

 

Call to Action

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Update: October 15, 2020: The Guest User Security changes will be enforced in the Winter '21 release without opt-out and disable options.  Details can be found here: https://cloud.mail.salesforce.com/GuestUserSecurityPolicy?utm_source=trailblazer&utm_medium=community&utm_campaign=guest…

 

Visit the "Securing Community Cloud" Trailblazer group for additional roll-out plan details.

 

What does this mean for Salesforce customers?

All customers and ISVs who use guest user access for their public sites and communities, for example Survey, Site login, Password Change etc. will be impacted due to this security changes.

 

Impact on BMC Helix Remedyforce

If this Security change gets deployed, then, as specified in one of the Security steps, enable "Secure guest user record access" setting, all the objects in the org will be considered Private for Guest users and an access Sharing rule will need to be created to open up access.

In case of BMC Helix Remedyforce, in order for the Self Service site login page to work for Guest users, those users will need access to the Themes object. However even after enabling the "Secure guest user record access" setting and creating sharing rule on the Themes object for Guest user, the Self Service site login page is still not accessible.

This document provides the necessary steps to prepare for this security update along with the workaround for the Self Service Site login issue.

Note: We highly recommend that you test the changes in a sandbox first.

Prepare for the security updates

Salesforce recommends to follow the mentioned steps to make yourself prepared for this security update.

 

  • Navigate to Setup and type Security Alerts.
  • From the Security Alerts page, click each individual security update listed below and follow the recommendations to reach 100% completion.

 

 

1.  Remove View all Users permissions from Guest user profile

  • Perform all mentioned steps under this security alert.

2.  Assign records created by Guest users to default Owner

  • Perform all mentioned steps
  • For setting the Default Owner, navigate to Setup > Sites
  • Open Active Site and enable the setting Assign new records created by Salesforce Sites guest users to a default owner in the org. From Salesforce Winter '21 onwards, this setting will be disabled as Salesforce will automatically assign new records created by guest users to the already set default user; if there is no default user, the records will be assigned to the site owner.

 

 

3.  Secure guest users org-wide defaults and sharing models

  • Perform all mentioned steps
  • As per this update after enabling Secure guest user record access setting, we need to create the Sharing rule for the object if guest user needs access to them.

For Self Service Site login please create the sharing rule for SelfService Theme. For example -

 

 

Similarly, create a sharing rule for SelfService Image also.

  • Note: the warning message will disappear once you complete all security updates.
  • Customers can run the utility Guest User Access Report to check the impact on their org.

 

After preparing for the Security updates

After successful completion of above steps for all three updates please verify following functionalities are working as earlier/as expected:

  1. Site Login
  2. Password Change
  3. Survey

 

Workaround #1: From Salesforce Winter '21 onwards, this workaround will no longer work as Salesforce will be removing the View All and the Modify All permissions of Guest Users.

If the Guest User/Client is not able to access the Self Service Site login page, even after adding sharing rule, then as a workaround, please provide the “View All” permission to the Guest user on SelfService Theme object.

  • Navigate to Setup > Sites > select <SelfService site> from the list > click on Public Access settings

 

  • Search for SelfService Themes > click on Edit and select View All permission and Save

  • Similarly, search for SelfService Image > click on Edit, select View All permission, and Save.

 

2. If you face issue for Password change (Forgot Password) then please refer the following troubleshooting doc link

 

Workaround #2

If you do not want to provide the “View All” permission to the Guest user on SelfService Theme object then please provide Read permission and change the owner of the default theme record (two OOTB themes shipped with the package) from Special User “BMC Helix Remedyforce” to any active internal user. (Salesforce will be documenting this behaviour i.e. Sharing Rule with respect to Guest users, will not be honoured\applied in case of the records owned by Special users. Once its available in the Salesforce documentation we will update this KB with the Doc link for reference).

 

Steps to be performed:

  1. Navigate to SelfService Themes tab
  2. Open the default theme record (two OOTB themes shipped with the package - if you have only one out of these two, perform steps for the available theme record) i.e. “BMC SelfService Theme” and “BMC Theme”.
  3. Make both themes active.
  4. Click on the Change link next to the Owner > BMC Helix Remedyforce
  5. Select any active internal user and save the changes.

 

 

 

Perform similar steps for SelfService Image too. Change the default owner of image records to any internal active user.

 

Note:

  • If there are customizations such as workflows, processes, etc., done for Guest User context for any other objects, similar procedures (creating sharing rules and changing the owner) must be performed for those objects as well.
  • If customization involves SOQL/SOSL, the record must be shared via a sharing rule or the apex code should be run in "Without Sharing" mode.
  • If a Guest User is to be allowed to create records in any object, the Create permission must be granted to the Guest User profile for the respective objects.

 

For the Salesforce Known Issue details refer to the following link

 

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

 

For more information please refer to the following

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LDAP Pentaho Job: Common Issues and possible Workarounds

 

  1. LDAP Pentaho Job shows stuck or at hung state

 

Things to check:

 

  1. Make sure End User/Admin has not clicked “Get Fields” button under LDAP Input Component causing the Job to get stuck. If so then the only solution will be to recreate the Package from scratch
  2. Make sure End User /Admin has written the LDAP filter query pulling the correct information as per the Business Use
  3. We recommend that you increase Pentaho Data Integration memory limit (PDI)  so the Data Integration  Server (DI)  and Data Integration Design Tool (Spoon) can perform memory-intensive tasks, like process or sort large datasets or run complex transformations and jobs. You will need to increase the memory limit for both the Data Integration  Server (DI) and Spoon.

 

You can refer below link to increase the Memory:

https://help.pentaho.com/Documentation/6.1/0H0/070/020/010

 

2.           LDAP Pentaho job executed successfully however no users created in Helix RemedyForce: -

 

Things to check:

  1. Make sure End User/Admin has not clicked “Get Fields” button under LDAP Input Component causing the Job to get stuck. If so then the only solution will be to recreate the Package from Start .
  2. Check if User /Admin has added some new fields in LDAP input component for User attribute and if those fields are pulling invalid data. If so, remove the extra fields which are added and execute the package again.

 

Additional Links: -

Refer  below videos for more information on LDAP Pentaho Integration Package: -

 

https://www.youtube.com/watch?v=GxTSkM3dPuM

 

https://www.youtube.com/watch?v=HMlpk_-MEqw

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