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BMC Helix Remedyforce

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Salesforce March Feature Retirement and Impact on Remedyforce

 

Salesforce determines which features to retire using an extensive process that includes analysis of product usage information, listening to feedback shared via the IdeaExchange, and direct conversations with customers. This may require retiring features that are consuming resources while delivering low value to customers or features that provide value to a limited number of customers.

 

Here is the list of Feature Retirements: -

 

1 ) Salesforce Mobile Web Experience:  June 1, 2020

 

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

 

To date you have been able to access the "Salesforce mobile app" experience on your device   in two ways, by installing the downloadable Salesforce mobile app from Google Play or the App Store or via a supported mobile browser. 

 

Salesforce is removing access to Salesforce on your browser, i.e. the mobile web experience.  Starting in June 2020, you need to have the Salesforce mobile app installed on your device or   use Lightning Experience on iPad Browsers. 

 

2) Prepare for the Google Chrome Cookie Attribute Change

 

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

 

What does this mean?

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

 

For more detail please visit below given link

 

https://help.salesforce.com/articleView?id=000351874&language=en_US&type=1&mode=1

 

 

3) Data Recovery: July 31, 2020 Effective July 31, 2020, Data Recovery as a paid feature will be deprecated and no longer available as a service.  The Data Recovery service, formally known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce can potentially recover your data at a specific point in time.  To help customers routinely backup their data, Salesforce offers several native options that are available for no additional cost to customers.

 

For more detail please go through the below given link.

 

https://communities.bmc.com/docs/DOC-51865

 

  • 4): December 31, 2020

 

Salesforce is retiring support for Lightning Experience with Microsoft Edge Legacy including Lightning console apps such as Lightning Sales Console and Lightning Service Console, and Communities December 31, 2020.

 

Users can and should download the new Edge browser, which Microsoft released in January 2020, directly from the Microsoft site.

 

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

 

The new Microsoft Edge is based on Chromium and was released in January 2020.  The browser is available on Windows 7, Windows 8 and 8.1, Windows 10, and macOS.

 

For more detail please check below given link

 

https://communities.bmc.com/docs/DOC-127213

 

  • 5): June 2021

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

 

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

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

 

Additionally, if you have any custom integrations that make calls into Salesforce, ensure that you review those with your development team or partner to ensure that they are using the more current APIs.

 

For more information please check below given link.

 

https://help.pentaho.com/Documentation/6.0/0L0/0Y0/010

 

What is the impact on BMC Helix Remedyforce?

 

As we checked currently there is no impact on BMC Helix Remedyforce

 

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Salesforce is planning to start a phased deployment of Guest User Security updates on all public sites (sites accessed by guest/unauthenticated users). At this time, the changes will be auto-enabled, however, you will have the ability to "opt-out” by disabling the new settings. In the Summer '20 release, these changes will be mandatory and there will no longer be an opt-out option. 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 YOU TEST AND CONFIRM 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.

 

 

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 -

 

 

  • 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

 

Note:

1.  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.  (This is a known issue and we are working with Salesforce to resolve it)

  • 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

 

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

 

For the Salesforce Known Issue details refer to the following link

 

For more information please refer to the following

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It's a fairly light tech update this month; however, there's a few very important things to note.

 

 

Instance Refreshes

The upcoming instance refresh schedule is still being confirmed for 2020 so there are currently no new maintenances scheduled at this time.

 

Prepare for the Google Chrome Cookie Attribute Change

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

 

What does this mean?

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

Google Chrome Browser Cookie Knowledge Article

 

See Page 13 for details.

 

Feature Retirements

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

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

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

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

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

 

  • Data Recovery: July 31, 2020Effective July 31, 2020, Data Recovery as a paid feature will be deprecated and no longer available as a service.  The Data Recovery service, formally known as Data Restoration, is a legacy process which was used as a last resort, where Salesforce can potentially recover your data at a specific point in time.  To help customers routinely back up their data, Salesforce offers several native options that are available for no additional cost to customers.  See the link for details. 

 

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

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

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

 

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

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

        Windows 10, and macOS.

 

       See the link for details.

 

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

        supported by Salesforce.

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

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

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

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

     

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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 2020.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 Ayehu that could possibly help expand the use of BMC Helix Remedyforce.

 

ABOUT THE INTEGRATION

 

The ubiquity of cloud services and solutions only adds to the complexity of the multiple, disparate systems managed by today’s overwhelmed IT departments. Managing repetitive alerts, opening tickets, and resolving incidents can take 15 minutes per Level 1 task, with 80% of most cases being escalated to Level 2 for a total average of two hours to resolve one incident. What if there was a Level 0 support tier that handled the repetitive, manual processes for you automatically, without any need for human intervention?

 

Acting as a force multiplier and virtual operator, Ayehu’s IT automation platform seamlessly integrates with BMC Helix Remedyforce IT service management (ITSM) solution for powerful closed-loop IT process automation. With pre-built workflow templates and runbooks to rapidly automate repetitive, manual tasks and processes, you can free up IT operations teams to focus on higher-level projects, significantly reduce errors, and greatly improve service levels.

 

HOW IT WORKS

 

The Ayehu platform can be installed on-premises, connecting seamlessly with BMC Helix Remedyforce. Our agentless architecture allows IT professionals to execute tasks over physical, virtual, and cloud environments, without any installation or changes to your BMC Helix Remedyforce instance. Additionally, you have the ability to automatically discover records submitted or updated from any form, as well as map all form fields, exposing them as standard variables for use in workflow logic.

 

The following actions are available as out-of-the-box activities

  • Create Record
  • Get Record
  • Update Record
  • Execute SQL

 

Some more information can be found in the Integration Solution Brief

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Nothing's more romantic than a Tech Update, eh? 

 

Salesforce Spring '20

Little more than half of Salesforce Orgs were upgraded to Salesforce Spring '20 over this past weekend (Feb. 7th).  The remaining orgs will be upgraded this coming weekend (Feb. 14th). 

 

See page 5 for details.

 

Instance Refreshes

The upcoming instance refresh schedule is still being confirmed for 2020 so there are no new maintenances scheduled for February.  See page 7 for details.

 

Prepare for the Google Chrome Cookie Attribute Change

We did a blog post on this change and you can find the details here.  Google Chrome 80 changes the default behavior of cookies in cross-domain scenarios.  What does this mean for Salesforce customers?

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

 

See our blog post along with details on page 13.

 

Upcoming Feature Retirements

  • Salesforce Mobile Web Experience.
  • Data Recovery
  • Lightning Platform API legacy versions retirement
  • Other Salesforce retirements can be found on pages 20 thru 23
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BMC Helix Remedyforce and BMC Helix Client Management (BCM) have two integration options between the solutions which can cause some confusion if you are not aware of these options and differences.  This blog is intended to clarify those different integration options for Remedyforce customers who have BCM or are interested in BCM capabilities with Remedyforce.  If you are not familiar BCM, I recommend you first check out the BCM solution page for more details on the wide range of client management capabilities.

 

ORIGINAL INTEGRATION

First, we have the original (i.e. older) integration between Remedyforce and BCM.  This integration requires Pentaho.  Setup for this integration is from Remedyforce Administration -> Integrations -> BMC Client Management Integration Settings.  In summary, this integration enables you to pass key device data into the Remedyforce CMDB and perform a range of actions in the context of the CMDB or console including remote control, software delivery, view additional CI details, view registry, etc..

 

This integration is most common for customers who purchased BCM prior to the release of the newer integration (Summer 16), customers who require BMC on premise or customers who purchased BCM before purchasing Remedyforce.

 

NEWER INTEGRATION

The newer integration was first released in Summer 16 providing the same capabilities from an agent perspective as the original integration with a few exceptions (see below); however, this newer integration doesn't require Pentaho and simplifies the setup. Setup for this integration is from Remedyforce Administration -> Configure CMDB 2.0 -> Discovery Setup & Configuration.  With this newer integration, we introduced Remedyforce agentless discovery along with Premium and Premium Plus.  Agentless discovery is available at no additional cost to Remedyforce customers. Premium and Premium Plus are additional costs. Below is a high level comparison of these options to BCM. For more details, please refer to the FAQ.

 

Another way to look at this newer integration is that we've re-branded many aspects/capabilities of BCM as Remedyforce capabilities, providing administrative pages in Remedyforce to easily enable the BCM capabilities/integration.  We also provide "componetized" options as one size doesn't fit all.  Customer can purchase Premium, which contains a subset of BCM capabilities or Premium Plus, which contains all BCM capabilities.  You can upgrade your license as you mature your client management requirements.

 

Capabilities

Remedyforce – Base License

Remedyforce Client Management – Premium

Remedyforce Client Management  – Premium Plus

BMC Client Management (BCM)

Inventory Management (Agentless Discovery)

Inventory Management (Agent Discovery)

 

Remote Management

 

Compliance Management

 

Patch Management

 

 

Deployment Management

 

 

 

 

This newer integration is targeted to existing Remedyforce customers who require client management capabilities in a hosted environment.  This newer integration does not support BCM on premise.  BCM on premise customers must use the original integration.  Existing BCM on premise or hosted customers using the original integration do not have a migration path to the newer integration. If there is a compelling reason to consider the newer integration (ex. want to stop using Pentaho), please contact your BMC representative to discuss your options.

 

Below is a high level comparison of the two integration options between Remedyforce and BCM.

 

Capabilities

Newer Integration

Original Integration

Solutions

Remedyforce Agentless, Premium and Premium Plus

BMC Client Management

Simplified Setup with Automated Server Provisioning

 

Requires Pentaho

 

Configurable Mapping Capabilities

 

Advanced Embedded Administration

 

Offering

SaaS

SaaS and On Premise

 

Hopefully this provides some clarity on the different integration options between Remedyforce and BMC Client Management.

 

Feel free to post your comments or questions below.  Thanks

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BMCHelix-Remedyforce-logo-UI-Only.png

We are pleased to announce that BMC Helix Remedyforce Winter 20 is generally available. This feature-rich release will enable you to expand the adoption of CMDB and cognitive service management, monitor KPIs and benchmark with your peers, and strengthen the service catalog.

 

The BCM Web Console can be launched without having to download a file, providing a much superior experience when performing remote control actions. A new access model will allow admins to grant limited CMDB access at a granular level to a wider audience without compromising on security. This will allow for greater adoption of the CMDB.

 

We have continued to expand cognitive service management capabilities. As Microsoft has been promoting Teams as the preferred collaboration workspace tool, we have extended omnichannel support for interacting with the BMC Helix Chatbot to Microsoft Teams. We have designed a native BMC Helix Cognitive Service using Google TensorFlow that can be used for Auto Categorization. Activity Feed Summarization, launched as a beta in this release, gives service desk agents an automated, real-time summary of notes and emails on the click of a button.

 

Remedyforce Benchmarking allows you to monitor your service management KPIs and compare against benchmarks. It was released as a beta in a previous release. It is generally available now. We are also glad to announce that we are launching Configuration Sets as a beta in this release. This allows you to promote request definitions from a sandbox to production. Now you do not have to recreate your request definitions in production. Build once, test, promote. That's it! There are updates to Pentaho packages as well.

 

In Self Service, you can now embed hyperlinks to policies and procedures in service requests. If you have Knowledge Articles created in Salesforce, including Lightning Knowledge, you can have them displayed in Self Service.

 

A complete list of features of this release is as follows.

 

CMDB

Web Console

Launch the new BCM Web Console at the click of a button; no need to download and run a file for performing remote control actions.

Primary Client Mapping

The ability to automatically link the primary client to a discovered device based upon the logged-on user has been introduced.

A new report called "Missing Client in Discovered Instances" has been added. It lists those records that have a login value but no match.

Class Security

Our new access model allows for more granular access control to CMDB classes. Permission sets can be granted four levels of access: Read, Create, Edit, and Delete. This access model allows for granting CMDB access to a wider set of staff.

 

Cognitive Service Management

Integration with Microsoft Teams

BMC Helix Chatbot for Remedyforce now also works with Teams as the client interface.

BMC Helix Cognitive Service

A new BMC Helix Cognitive Service has been designed using Google TensorFlow as the back-end AI engine. Customers now have a choice between IBM Watson and Google TensorFlow to power their AI initiatives.

Activity Feed Summarization (BETA)

An automated summary of the content of notes and emails is presented in real-time on the click of a button.

 

Administration

Pentaho Packages

Login credentials now have to be entered just once. These have been parameterized and are used wherever necessary. Recently, we had identified several Pentaho packages as no longer relevant. The product documentation has been updated to identify the packages that have been deprecated.

Remedyforce Benchmarking

Key Performance Indicators (KPIs) of the incident management process are precalculated every month and stored in your database. A trend of the KPIs is presented to allow you to monitor your progress month-over-month. You can also compare your KPIs with benchmarks of other companies that use Remedyforce. You can even take a deep dive to view benchmarks for other companies in your industry or those of your size.

Configuration Sets (BETA)

Configuration Sets allow you to promote your request definitions from a sandbox to production. The categories, templates, and services that the request definitions depend on are also promoted.

Browser Updates

Firefox implemented Enhanced Tracking Protection some time back. Chrome 80 has applied restrictions on the cross-domain behavior of cookies. Both of these changes have been handled to ensure that there is no impact on the experience of using these browsers for accessing Remedyforce.

New Salesforce Mobile App

The new Salesforce mobile app released in the Salesforce Winter '20 release has been tested for Remedyforce. All functionality of the app has been verified for agents as well as Self Service.

 

Self Service

Two-Column Layout

You can choose to have closely related fields displayed together when rendering in a two-column layout.

Hyperlinks in Service Requests

Hyperlinks to relevant documents such as policies and procedures can be embedded in service request forms through a new field type. Hyperlinks and other rich text content can be included in Service Request Instructions.

Salesforce Knowledge Articles

Knowledge articles created in Salesforce Knowledge, including Lightning Knowledge, can be displayed in Self Service.

Voluntary Product Accessibility

Product accessibility features have been documented. We have also tested JAWS, a popular screen-reader software.

 

Console

Staff Auto Assignment now works for updated records also.

 

Call to Action

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In Salesforce Spring ’20, Salesforce has now adopted the International Components for Unicode (ICU) version 60.2 formats for date and time. Additionally, Salesforce has also upgraded the underlying Java Development Kit (JDK) to the latest OpenJDK11.

 

These changes have introduced some locale specific changes that are having a negative impact on Remedyforce.

 

Who is impacted?

The locales impacted by this change are:

  • English (India)
  • English (Pakistan)
  • English (Hong Kong SAR China)

 

How does the issue manifest itself?

Any users defined in Salesforce with one of the above-mentioned locales could experience any of the following:

 

  • Forms not being saved.
  • Receiving prompts for invalid data and time.
  • CMDB CIs are not saved from the multi-instance editor.
  • Remedyforce Console List view is showing incorrect format for Date/Time fields.
  • Incorrect Date/Time fields are displayed in various filters.
  • Users are not able to save date/time fields by using the Remedyforce console list view bulk update.

 

Let’s say a user has a Locale of English (India).  Before Salesforce Spring ’20, the Date/Time format for this user would show up as:

 

     28/01/2019 4:30 PM

 

In Salesforce Spring ’20, the Date/Time is now displayed as:

 

     28/01/2019 4:30 pm

 

Note the “PM” in the Date/Time format is displayed in lower case (“pm”).

 

Workaround

As a workaround, change the locale of the user.  For example, the user could change their Locale from say English (India) to English (New Zealand).   The English (New Zealand) locale is not impacted by this change and provides the same Date/Time that the user would have experienced under Salesforce Winter '20.

 

Addressing the Issue

Our Remedyforce is addressing this issue after consulting with Salesforce to understand the issue.  We hope to have a fix in our BMC Helix Remedyforce Winter 20 Patch 1 release (Safe Harbor).  Once the patch is available and applied, then your users would be able to set their locales back to the proper one before making the change indicated in the workaround.

 

References

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

https://help.salesforce.com/articleView?id=000351847&type=1&mode=1

https://help.salesforce.com/articleView?id=000351848&type=1&mode=1

 

Last Note

Salesforce Spring ’20 will introduce a new Critical Update for the ICU support called “Enable ICU Locale Formats”.  If you enable this Critical Update, find issues and then turn the Critical Update off, you will still find the issues we described earlier occurring.  Again, we would refer you to the workaround till such time we can release our BMC Helix Remedyforce Winter 20 Patch 1 to resolve the issue within our code.

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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&language=en_US&mode=1&type=1

 

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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:  Updated 1/27/2020

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.  Bookmark: How to Update Expired ADFS Certificates on BMC Helix Remedyforce and Salesforce - YouTube

 

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

 

Salesforce Platform Maintenance and Upgrades: Updated 2/4/2020

By default Administrators receive notifications about maintenance.  In global companies with 24/7 operations staff also need these notifications.  The following link explains how to sign up for these notifications: How to Sign Up for Salesforce Alerts - YouTube

 

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

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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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