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Salesforce Spring '19: Upcoming Dates

 

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Field History Data Retention Now Enforced

Starting with Salesforce Spring '19 release, 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, you should plan on taking action well before the Salesforce Spring '19 release.

 

See Page 7 (as well as our Blog Post: Salesforce: Retention Limit for Field History Data is now Enforced!).

 

Upcoming Instance Refreshes

EU6: Saturday, January 19, 2019, 22:00 - 02:00 UTC

EU1 & EU4: Sunday, January 20, 2019, 03:00 - 07:00 UTC

 

See page 11.

 

Instance Names

Going forward: Salesforce will have two separate subregions within the EMEA region: UMEA (UK, Middle East & Africa) and EU (Rest of Europe & Russia) with UM and EU instances, respectfully.  UM instances will be supported by two data centers in the London, UK metro area and EU instances will be supported by our France & Germany data centers.

 

January 19, 2019

EU6 --> UM3 or UM4

 

January 20, 2019

EU1 --> UM1 or UM2

EU4 --> EU25 or EU26

 

See page 12.

 

Site Switches

December 15: NA39, NA45, NA61, NA62

January 19: EU10, EU12, NA54, NA67

January 20: NA40, NA47, NA51, NA63

 

See page 19.

 

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

Support for Internet Explorer (IE) 9 and 10 will be retired on April 5, 2018.  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 27.

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We are live.jpg

 

The Remedyforce team has another reason to celebrate this season! We love to hear the words, “We are live!!” Particularly when we have a global customer and this month Congratulations to Hermitage Medical Clinic in Ireland on their Remedyforce go-live!

 

Hermitage Medical Clinic.jpgHermitage Medical Clinic’s mission is to provide excellence in care to all patients. The philosophy of Hermitage Medical Clinic is one of service and an acknowledgement of the holistic needs of patients not just from a clinical perspective for their presenting illness but also from a psychological, emotional and spiritual perspective also. The values that underpin our mission and philosophy include dignity, compassion, advocacy, quality and respect. There is a strong ethos of teamwork and the patient is at the forefront of everything that we do and strive for at the Hermitage Medical Clinic.

 

My name is Tina Vega and I am a Business Relationship Manager here at BMC. I have been working with Wilhelm Pettersson since they purchased Remedyforce in February of this year. They went live with Remedyforce in just a few months. Wilhelm has been working extremely hard on Remedyforce and we are very excited to have Hermitage Medical Clinic featured.

 

Value Realization

When asked what do you see as the value in Remedyforce? Wilhelm stated, "We had a few goals we wanted to archive with a new service desk tool, being ITIL, Reporting and enable self-service. We are currently going on a journey of digital transformation in the Hospital and felt it was vital to get IT working in a paperless environment but accessible, and this why we partnered with Remedyforce."

 

Their previous service desk tool didn't give the ability to follow ITIL and give good reporting. They looked around the market, but Remedyforce was selected as their ticketing solution. The implementation has been a steady one, to enable a phased approach in moving to ITIL based work process. There is already value coming from the system, with better reporting and insight. As Hermitage Medical Clinic moves into 2019, they expect to roll out more of the features to get us closer to a paperless environment in IT.

 

One look is worth a thousand words – take a look at their Value Timeline:

Hermitage Medical Clinic - Value Timeline.JPG

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



On the Horizon

When asked what are you looking to do next in Remedyforce? Wilhelm stated, "Looking at what Winter 19 brings, as well as we are going to implement OneLogin in December 2018, and this will allow us to bring all our users on board for self-service. Also, we will rollout Service Requests, Change Management, build on our CMDB and more. Plus exploring the use of the platform for our HR and Operations Department."

 

It is wonderful to hear when a customer is live with the product and to see the value they have with the Remedyforce product. On behalf of the entire Remedyforce team, CONGRATULATIONS!

 

If you're a 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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Occasionally in my wanderings across Salesforce Communities, I come across articles that are of interest to me.  I found this one on Governance from Salesforce a great quick read and wanted to share and pass along to you.  I have also attached the white paper to this post. 

 

Blog Post: Simplify or Get Left Behind: Executing Faster with Lean Governance

 

White Paper:  https://www.salesforce.com/form/conf/success-cloud/digital-trends/

 

The paper talks about trends in the marketplace that are helping organizations take on digital transformation and succeed by embracing technology in every aspect of the business and the company culture.  My favorite quote:

 

"Changing culture is like trying to move an iceberg.  The mistake leaders make over and over is that they focus their efforts on what they can see — the “above the waterline” activities, including the digital systems, processes, and structures to support their strategic vision.

 

But the real challenge — and the real opportunity for change — lies below the waterline. This includes the components that make up a company’s culture, such as normative rules, unwritten values, and cultural assumptions in the organization. Until leaders actively manage the below-the-waterline components of their transformation, they’ll fail to move their icebergs."

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Update: December 11, 2018:  Salesforce is hosting a webinar called Data Governance: Capture the Full Lifecycle of Your Data with Field Audit Trail.  The link will allow you to register.  If you can't make the webinar or it fills up, a recording will be posted after the webinar here.

 

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We wanted to bring to your attention, a very important change that will be occurring over the next several months now that Salesforce Winter 19 has been released.

 

Salesforce has always guaranteed to retain your field history data for up to 18 months through your org, and up to 24 months via API; however up until now, it hasn’t really been enforced.  As of Winter ‘19, Salesforce is enforcing these retention periods and plans to roll out a sweeping mass delete of history objects with Salesforce Spring 19.

 

Details can be found here, but we wanted to expand on how this could impact your company.

 

What is Field History Tracking?

Field History Tracking allows you to track changes that occur for up to 20 fields per object. Salesforce will, in some cases, track the old value of the field and the new value (what the field was changed to).

 

This is all managed at the custom object level through Set History Tracking as seen below.

 

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Clicking on Set History Tracking, takes you to a page where you select which fields you want to track.

 

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Additionally, a Related List can be added so you can see the changes per object (if the list has been exposed as it has been here).

 

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This data that’s retained as part of Field History Tracking is kept in a corresponding object’s history file.

 

For example, our Incident object is technically BMCServiceDesk__Incident__c.  The __c indicates that this is a custom object.  It’s corresponding Field History Tracking object is:

BMCServiceDesk__Incident__History

The __c is replaced with __History.  This will be important information to know later as we talk about what you need to do now and how you plan for the future.

 

What's Changing?

Starting with Salesforce Winter 19, you can access data older than 18 months, but only in a limited fashion via either the Data Loader or the Salesforce API.  When Salesforce releases Spring 19, you will be able to access field history data for up to 24 months old via the Data Loader or the API, however, Salesforce will begin the process of removing field history data older than 24 months!

 

Additionally, once field history data reaches the 18-month limit, Salesforce retains it for 6 more months, but the data is only accessible via Data Loader or the API.  This behavior is ongoing behavior, even after Spring ’19.  Once Salesforce deletes data, you can’t use the getDeleted() API to retrieve it.

 

Why the Change?

Salesforce wants to ensure high availability of data and accommodate the fast-growing data needs of their customers, so this change is being implemented at this time.

 

What do I need to do now and how?

There are several options which we’ll describe below. Select the option that might work best for your company in the short term (before the mass delete action that will happen sometime in February or March of 2019).  This is particularly important if you need this data for compliance or audit purposes.   Additionally, we talk about longer term options that may be a better fit for your organization.

 

Salesforce Data Loader

If you’re not familiar with Data Loader, it’s a tool built on the Salesforce API that allows you to import, update, delete or export data from Salesforce.

 

Within Salesforce, in the Quick Find box, type Data Loader.  It’ll be under Data Management.  From this page you can download the EXE and install it on your workstation.

 

Once you run the Data Loader, select Export All.  Do NOT select Export because that will not get all the data that could be in your History objects.  Export All exports archived activity records and soft-deleted records.

 

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Select Password Authentication and provide your Username and Password.  Remember if you have IP Restriction enabled on your Salesforce Org, you may also need to provide your Security Token in addition to the password.

 

Once you’ve logged into the Data Loader, click Next. 

 

In Step 2, there’s some very important information.  First, you MUST select “Show all Salesforce objects”.

 

Secondly, you’ll navigate down to where the entry starts with “History:”.  In this example, we’re interested in the History: Incident (BMCServiceDesk__Incident__History) object; however, depending on which objects you’re tracking, you’ll have to go through this process for each history object where you need to keep your data.

 

Lastly select a directory and file name for the resulting CSV file.

 

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In Step 3, click on “Select all fields” so that everything is exported.  Once that’s done, you can click on Finish and the data will be exported.

 

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Salesforce API

If you have a savvy Salesforce developer on staff, they may be able to use the Salesforce API to get access to the history data and back it up for you.  This could be a one-time event, or they could set something up to occur on a regular basis.  See the following for additional details:

 

queryAll()

https://developer.salesforce.com/docs/atlas.en-us.216.0.api.meta/api/sforce_api_calls_queryall.htm

 

getDeleted()

https://developer.salesforce.com/docs/atlas.en-us.216.0.api.meta/api/sforce_api_calls_getdeleted.htm

 

Another option on the API front is Pentaho Kettle.  You can use the Salesforce Input to access the Org and run the query against the history objects mentioned earlier and port that data out to an Excel or CSV file.

 

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Special Note about CMDB

A special note about Remedyforce CMDB and Assets.  The Base Element object has the same 20 field restriction just as any other custom object. However, a while back we implemented our own history tracking capability since we knew users of Asset management would need the ability to track a larger number of fields.

 

Details of our CMDB/Asset Tracking History can be found here.  Observe that the CMDB/Asset history data is held in our own Remedyforce custom object called BMCServiceDesk__CMDB_Auditing__c.  This object is not impacted by the Salesforce changes outlined here.

 

However, the same document we just referenced for CMDB/Asset Tracking History, mentions that if you’re tracking less than 20 fields, that you should use the Salesforce Field History Tracking…which in that instance, you would be impacted based on our earlier example of Incident.  We would suggest you move to our Remedyforce Asset Tracking capability so as not to lose data (however, you should still backup your BMCServiceDesk__BMC_BaseElement__History object).

 

Long Term

The above is just a couple of suggestions to get to your data before the purge coming with Salesforce Spring ’19 (tentatively scheduled for or around February 9, 2019).  If you are in a highly regulated industry and must have this data available and accessible for longer periods of time, then Salesforce’s recommendation is that you plan on purchasing Field Audit Tracking (FAT).

 

Field Audit Tracking is an additional cost; however, it allows you and your organization to decide how long to keep your data (up to 10 years) and you can raise the number of fields that are being tracked from 20 to up to 60 fields.  Additional information about FAT can be found here.

 

https://resources.docs.salesforce.com/216/latest/en-us/sfdc/pdf/field_history_retention.pdf

 

If you decide against purchasing Field Audit Tracking, then you will need to determine how often you need to export your concerned History objects in order not to lose the field tracking data that will roll every 18 to 24 months as described previously.

 

If you are interested in Field Audit Tracking and would like pricing information, please reach out to your BMC Account Rep or your BMC Relationship Manager.

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Not a lot happening in November actually; but we still felt it important to let you know of upcoming instance refreshes, etc.

 

Sandbox Migrations

Yes...sandboxes go through migrations as well!

 

November 18, 2018, 05:00 - 06:30 UTC

CS40, CS42, CS44, and CS45

 

See pages 10 - 11.

 

Updated Instance Refreshes

November 18, 2018, 08:00 - 11:00 UTC

NA7, NA24, NA35

 

November 18, 2018, 08:00 - 10:15 UTC

NA43

 

December 1, 2018, 15:00 - 19:00 UTC

AP1

 

January 19, 2019, 22:00 - 02:00 UTC

EU6

 

January 20, 2019, 03:00 - 07:00 UTC

EU1 & EU4

 

See pages 12 - 15

 

Site Switches

December 2, 2018, 03:00 - 04:00 UTC

NA33

 

December 2, 2018, 03:00 - 05:00 UTC

CS32

 

See pages 18 - 20

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Salesforce Reports/Objects and Excel

 

Microsoft Excel has a tab on the Menu Ribbon called 'Data', which you can use to pull in data 'From Salesforce Objects' and 'From Salesforce Reports' straight into your worksheet.  I use this option frequently if I have report data in Remedyforce that I then want to produce graphs/charts, and a pivot table from.

 

By opening up Excel and pulling the data in from Salesforce, it presents you with a nice looking spreadsheet, and the best part is that if we want to refresh the data, you don’t need to go through all of the setup steps again, you just need to click the refresh button on the Data ribbon tab, or, right-click the external data range and select Refresh.  Excel will go back to the data source, retrieve the updated data and drop it, automagically, into the worksheet.

 

How to Pull the Salesforce Data

 

The basic process (in case you wish to pull in data from other external sources) is that you first identify the type of data source and then the location.  Depending on the type of source, you’ll have appropriate options. For this post, I am using Salesforce Reports as my data source.

You tell Excel that we want to retrieve data from an external source by first identifying the type of source. This is done by selecting the appropriate ribbon icon from the Data tab as shown below.

Excel Salesforce.JPG

You will then be asked to log into your Salesforce/Remedyforce Org (Excel remembers you have logged into this Org after the first time)

 

Excel Salesforce 2.JPG

 

You will be presented with a list of Salesforce Reports from your Org - start typing in the name of your Report, and click on 'Load'.  This will pull the report data into Excel

 

Once the data is displayed in your worksheet you can start to manipulate the data with pivot tables, charts and graphs.

 

Excel Salesforce 3.JPG

 

Save your worksheet/workbook, and then you can refresh the data in the report when you like - it updates the source data

Excel Salesforce 4.JPG

 

For recurring processes, the External Data feature is probably more efficient than the standard copy/paste approach, or 'export details' from Salesforce Reports since you simply click the Refresh button to retrieve updated data.

 

Remedyforce

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Congratulations to City of Hope National Medical Center on their transition to Self-Service 3.0!!!  They went live with the current version of Remedyforce Self-Service on October 1st, and are now leveraging the power of Smart Suggestions to promote Remedyforce as a “Self-Help” interface.  The Smart Suggestions feature promotes self-service usage by enabling clients to resolve their own issues often before they submit an incident ticket or service request.

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The ITS organization at City of Hope National Medical Center currently supports approximately 6,400 client users.  The department selected the cloud-based BMC Remedyforce ITSM to replace the Touchpaper software system in 2013, and were swift adopters of much of Remedyforce’s broad capabilities and ITSM process areas.

 

The success of critical initiatives such as self-service depends on employee uptake and utilization and since the go-live of Self-Service 3.0, City of Hope client users have supplied very positive feedback about the new 3.0 interface on their laptops and mobile devices.  The intuitive portal user interface displays the service catalog to clients and lets them quickly get the help they need via knowledge articles, chat, or request submittal.

 

Smart Suggestions

City of Hope enabled the Smart Suggestions feature so the Smart Suggestions pane slides out when clients enter data in any of these three fields: Description, Category, or Service. Based on the data that the client enters, Smart Suggestions show the relevant information in the following sections and in the order that they were configured to be displayed:

  • Self Help Articles (Knowledge Articles)
  • Common Tickets
  • Service Requests
  • Broadcasts

Smart Suggestions.png

How the Smart Suggestions search works

Records are displayed in the Smart Suggestions pane based on the value entered in any of the three Category, Description or Service fields.  Depending on the values entered in these fields, a search is carried out to obtain a result that contains all values combined.

 

If there are no matching results for all the combined values, a search is carried out for separate values for each field.

 

If a search returns more than 15 results for a section, only 15 records are shown for that section.

 

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 results from the search, the Smart Suggestions pane is not displayed.

 

Metrics hoping to achieve (and currently do):

Remedyforce Administrator, Michael Fabricius and the City of Hope ITS department plan to capture more in-depth SLA metrics as well as more self-service metrics with the intention of serving client employees even better.

 

What’s on the horizon now that City of Hope are live with Self Service 3.0

The continued promotion of clients submitting specific common requests for faster routing as well as clients obtaining answers (Knowledge Articles) quickly with Smart Suggestions. City of Hope intends to expand out its Knowledge Base further for client use.  By providing clients more helpful information with new Knowledge Articles in Smart Suggestions, City of hope is providing better service each day using Remedyforce.

 

Congrats and way to go City of Hope!

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City of Hope is a world leader in the research and treatment of cancer, diabetes, and other serious diseases. We deliver scientific miracles that make lives whole again.  Compassion is the heart of our approach and the driving force behind all our discoveries. Founded in 1913, City of Hope is one of only 49 comprehensive cancer centers in the nation, as designated by the National Cancer Institute.

 

Each innovative treatment we create gives people the chance to live longer, better and more fully.

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Is it October...already?  This year has flown by.  September was pretty much a blur for me as I had back to back travel out in California at the end of September and first week of October.  Somewhere in there I get a really good trail run thrown in.  Below is a picture of downtown San Francisco from Lone Tree Spring on the Dipsea Trail from Stinson Beach to Muir Woods.

 

That tall building?  That's the newly opened Salesforce tower!  Even on a trail run I can't get away from work or Salesforce! 

 

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Speaking of Salesforce, let's move on to the Salesforce October 2018 Tech Update!

 

Salesforce Winter 19

Roll out of Salesforce Winter 19 started last weekend (October 5th).  The remaining instances will be completed this coming weekend (October 12th). 

 

See Page 5 for details.

 

Sandbox Migrations

October 20, 2018: 23:00 - 00:30 UTC:  CS1, CS2, CS4, CS22, CS24, CS27, CS28, CS41, and CS43

November 18, 2018: 04:00 - 05:30 UTC: CS40, CS42, CS44, CS45 and CS46

 

See Pages 13 & 14.

 

Instance Refreshes

Sunday, October 21, 2018: 02:00 - 05:00 UTC: NA3, NA6, NA30, NA31

Sunday, November 18, 2018: 08:00 - 12:00 UTC: NA7, NA24, NA35, NA43

Saturday, December 1, 2018: 15:00 - 19:00 UTC: AP1

 

See Pages 15 - 18.  Slide 17 shows the potential new instance names for each instance refresh.

 

 

Site Switches

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

 

October 20: CS20, CS21, NA65, NA66

October 21: NA42, NA69, NA72, NA76

November 3: NA33*, CS93, CS94, CS95, CS96

November 17: CS25, CS26, CS92, CS97

December 1: CS47, CS77, CS78, CS79

December 15: NA39, NA45, NA61, NA62

January 19: EU10, EU12, NA54, NA67

January 20: NA40, NA47, NA51, NA63

 

Pages 23 - 24.

 

Salesforce System Maintenance Schedule

See Page 25 for all the details.

 

Feature Retirements

  • Classic Dashboards Retiring July 1, 2019. Starting Winter ’19, you’ll see an end-of-life banner on the classic designer edit screen, reminding you to convert your classic dashboards. During this time, you will not be able to create dashboards in the classic designer, but you will still be able to edit them and use the public REST APIs to retrieve, modify, and create classic dashboards.  Note: We're in touch with Salesforce to understand "exactly" what this means.  We'll update as we get more detailed information.  See Page 28 for details.
  • SOAP API Legacy Versions to retire in Winter 19.  With the Winter ‘19 release*, Salesforce will retire and no longer support SOAP API legacy versions: 1.8, 2, 2.2, 2.5, 3, 4, 5, and 6.  See Page 30 for details.
  • Legacy Reports and Dashboards Tab to Retire Summer '19.  With the Summer ’19 release, customers using the Legacy Reports and Dashboards tabs will automatically be upgraded to the Salesforce Classic Reports and Dashboards tab. Customers using Lightning Experience will not see any changes.  All customers will continue to be able to access their data after this date.  Most customers are using the Classic Reports and Dashboards today.  See Page 32 for details.
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Salesforce is getting ready to release it's Winter 19 update which introduced 2 issues that may be experienced in Remedyforce.  These issues were found in the course of platform testing performed by the Remedyforce R&D Team.  Both issues noted below will be fixed and released in Patch 2 due out September 28th. Customers can self-upgrade after 9/28 or wait for the scheduled push on 10/5 for Sandboxes and 10/19 for Production Orgs.

 

IE 11 Issue

When using IE 11 browser in the Remedyforce Console, users are not able to Add Note, Send Email, perform New Action or Close records using ‘Close’ action.  A similar issue occurs in the record’s Details section.  See below impacts:

  • Remedyforce Workspace and Remedyforce Dashboard pages do not load.
  • Record Manifest page shows blank screen on save of Manifest.
  • New Action popup doesn’t load from Remedyforce Administration -> Manage Workflow and Other Process -> Service outage.

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Workarounds:

  1. Instead of Close action, you can use Quick Close or change status to Closed in Record form.
  2. For Add Note, New Action and Email, you can use Activity Feed or SmartView.
  3. You can use a different supported browser other than IE 11 for Manifest page, RF Workspace and RF Dashboard.

 

Launch Console Issue

When a global Salesforce search is requested in Lightning, the search results of Incident, Service Request, Task, Change, Problem, Release and Broadcast doesn’t open in the Remedyforce Console, if “Launch Console” hyperlink field is clicked.

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Workaround : Right click the Launch Console hyperlink and open in a new tab.

 

Resources:

  1. Self-Upgrade - Self-upgrading by installing the managed package - Documentation for BMC Remedyforce 20.18.02 - BMC Documentation
  2. Remedyforce Release Schedule - https://docs.bmc.com/docs/display/public/REMF/Release+schedules
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Richard Would and I, Juliette Murray, held the Remedyforce User Group in London on 11th September, kindly hosted by Arcadis.

 

The event was attended by 32 delegates, covering 19 different organizations from across Europe.

 

The agenda for the user group meeting showcased the Remedyforce Winter ’19 Roadmap delivered by John Fulton (Principal Product Manager).

 

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The event also included two customer stories, from Erica Dean (Pernod Ricard) delivering a session about Pernod Ricard’s Remedyforce European rollout, and from Martin Lofgren (Paulig Ltd) detailing their Remedyforce journey and challenges.

 

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Key outcomes from the meeting included:

  • Very positive feedback from customers in general regarding the value of User Groups
  • The importance of communicating with our customers around the future direction of the product
  • The power of networking with peers

 

We’re so happy to say that the attendees had great feedback and are looking forward to the next event!

If you have topics you'd like to see covered in the next Remedyforce User Group Meeting please leave them in the comments below.

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The Activity Feed is an innovative feature that enables staff to work on records without leaving the records. It overlaps the record when pulled out, and allows the staff to quickly add a note  or attachment or send an email. Activity Feed is available for incidents, service requests, tasks, changes, releases, and problems. Ever since it was released in Winter 17 it has made working on records much simpler for staff. In the Summer 18 release, a few more exciting features that will help staff have been launched. 

Until the Activity Feed became available, staff would have to navigate to the Actions menu for such routine activities.

The feature does help staff to avoid navigating to “Actions menu” for adding Notes or basic Email; however, there are few functionalities which are still accessed through “Actions Menu” like adding “New Action” and sending Rich text emails, which appear to be the functions used most often.

Hence to help Staff to work more efficiently, we have now enriched Activity Feed on forms as well as SmartViews. From Summer 18 release on wards, some regularly used features from Actions Menu are now incorporated along with existing features named “Add note” and “Emails (in plain text)”. Additionally, we have also provided Email Signatures.

So, What’s new in Activity Feed in Summer 18?

Features we have incorporated are: -

  • More Actions

- Adding New Actions.

  • Email Enhancements

-Rich Text Support

- Showing Rich Text emails in Activity Feed

- Reply / Reply All

- Email Signature

- Record Links

- Merging record fields in the email

 

To get into details of enhanced features in Activity Feed, please watch this video which will walk you through all the features in form of use cases and understand how it would help staff to work  efficiently.

 

As we will now be addressing most of the significant features in Activity Feed, hence Customers can potentially turn off using those functions (Actions, Email and Attachments) through the “Actions Menu.

To have more detailed understanding of each feature please feel free to visit Remedyforce Summer 18 Early Access Demos  by clicking on given link: https://communities.bmc.com/docs/DOC-107021

 

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

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OneLogin is a cloud-based identity management solution that provides single sign on (SSO) capabilities to allow users to log in to their cloud-based applications using their employee corporate credentials. SSO from OneLogin provides benefits to users and to IT. For users, they don’t need to remember various credentials; for IT, your support staff can manage multiple apps though OneLogin, provision and de-provision users in real time, create and enforce security policies, and more.

For Remedyforce users, the OneLogin SSO integration provides a wealth of advantages

  • Remedyforce customers can get a free OneLogin for Remedyforce SSO plan.
  • Real-time directory integration and synchronization
  • It’s easy to set-up, configure and enable Remedyforce SSO.
  • Supports easy provisioning and de-provisioning of users with entitlements
  • Available multifactor authentication for added security
  • Integrated desktop SSO and mobile integration
  • Reduces administrator effort to maintain and manage users in Remedyforce
  • Options like “Forgot password” and “reset password” enhance customer satisfaction and promote self-service
  • Advanced feature like bidirectional synchronization is available
  • OneLogin premium support is available
  • Single console for multiple cloud apps like Office 365, Workday, Dropbox, and Google apps
  • SAML-enabled and pre-integrated with more than 4,000 commonly used applications
  • Centralize audit trails and SOX compliant (here’s a link to all of our certifications)
  • 99.9% uptime guaranteed
  • No firewall changes and in-house infrastructure required to enable Remedyforce SSO

 

Remedyforce Integration with OneLogin

 

That’s quite a laundry list, so let’s take a moment to focus on what I consider some of the key “can’t miss” OneLogin features for Remedyforce administrators and the users they support.

  • It’s free! Through Remedyforce’s partnership agreement with OneLogin, there is a free OneLogin for Remedyforce plan.
  • SSO and real-time directory synchronization. One of the important aspects of Remedyforce onboarding is user management and synchronization of users from Active Directory (AD) and Lightweight Directory Access Protocol (LDAP). Some companies also prefer SSO options, which makes it very simple for users to access Remedyforce self-service or for analysts to work on tickets. OneLogin uses SAML 2.0 to sign users into BMC Remedyforce and other BMC Software applications. The standards-based SAML protocol uses digital signatures to establish trust between the identity provider and the application, eliminating user- managed passwords and the risk of phishing.
  • Easy to use, configure and set up. While there are other available SSO options, such as Pentaho, OneLogin can do this without extra overhead and the setup is quick and simple. OneLogin is pre-integrated via SAML with a wide range of enterprise applications, including Salesforce. The entire OneLogin setup process time for Remedyforce is less than a day, making it one of the fastest ways to give your Remedyforce users SSO, and later you can integrate OneLogin SSO your cloud app ecosystem. You can also test this in you sandbox as part UAT.
  • AD connector. OneLogin also has an AD connector that can be easily installed by downloading a Windows executable that deploys the Connector as a Windows service. The AD Connector establishes a secure, outbound SSL connection to OneLogin that it will keep up at all times. You can browse through virtual trees of OUs and import one or more subtrees into OneLogin. OneLogin sends a delegated authentication request to the AD Connector, which in turn validates the user’s credentials against AD. You can browse through virtual trees of OUs and import one or more subtrees into OneLogin as per need. OneLogin sends a delegated authentication request to the AD Connector, which in turn validates the user’s credentials against AD.
  • User provisioning and attributes. OneLogin supports multiple user attributes out-of-the-box such as First Name, Last Name, Alias, Company, Department, Division, Extension, Fax #, Federation ID, Locale, Permission Sets, Phone #, Profiles, Roles, Time Zone, Title, User ID. What’s more, OneLogin supports custom attributes*such as a Manager Field mapping, which can be important for approvals. Setup is easy and the interface is easy to use. You can drive the user data based on security groups, and admins can manage profiles /permission sets /roles based on security groups an entitlement definitions. This provides solid flexibility to Remedyforce/Salesforce administrators without doing any custom code, Java scripting, etc. Also, there are easy activation and deactivation options; you can control or automate the syncs. Remedyforce admins have full access on setting up users and everything is real-time.
  • Mobile integration. OneLogin SSO is completely available on tablets and smart phones.
  • Branding. You can personalize the login page to match your company banding.
  • Integrated desktop SSO. OneLogin has an option of direct integrated desktop SSO allows your users to authenticate with OneLogin without having to type in a username and password. The process allows users from a specific IP address or a range of IP addresses to automatically sign into OneLogin by validating AD credentials.
  • Self-service password resets. Another great OneLogin option is self-service password resets. OneLogin provides a seamless way to synchronize password changes across AD and your OneLogin portal, as well as across web applications secured with OneLogin. When a user’s password expires in AD, the real-time connection to OneLogin respects this immediately and will prompt a user to change their password from the OneLogin sign-in page. Once the new password is confirmed, OneLogin changes the user’s password to match in AD and also provisions this out to any applications that are configured with password provisioning in OneLogin. Additionally, if a user decides they would like to change their password prior to the password expiring, they may sign into OneLogin and change their password at any time from their OneLogin portal.
  • SOX compliance. OneLogin is a SOX-compliant solution. OneLogin supports complex directory infrastructures for some of the most demanding public companies in the world. This allows Remedyforce admins to rest easy with OneLogin’s redundant data centers, redundant DNS, DDoS protection, quarterly security reviews by iSEC Partners, and 24/7 monitoring, with a 99.99% uptime guarantee.

 

*Note: Some features may not be part of free OneLogin for Remedyforce plan. For more details, please Ask Us NOW!

Key Takeaway

OneLogin SSO gives Remedyforce/Salesforce administrators a tremendous amount of functionality without needing to do any custom coding, Java scripting, etc. And for your users, OneLogin provides a secure SSO option that enables them to be more productive and creating more value for the business. For Remedyforce users, it’s a win-win situation. For more information about OneLogin for Remedyforce, click here.

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What is the CI lookup filter enhancement

Starting from the Summer 18 release, you can select which CIs and assets should be displayed to a client when the client submits a ticket in Self Service 3.0. You can use this feature to display only the relevant CIs and assets to clients.

For example, consider you have a set of shared devices like printers or projectors that should be shown to all the clients. You can link the shared devices to the account of the clients and configure the option to show the clients all CIs and assets of this account.

Purpose of this enhancement

You can define BMC Remedyforce lookup filters on out-of-the-box (OOTB) and custom lookup fields and use these lookup fields in different forms that are displayed in Remedyforce Console, Task Console, and Incident Console tabs. For each lookup filter, you can define multiple criteria and specify a filter logic using the AND or OR conditions.

In previous releases of Self Service 3.0, CI visibility could not be restricted based on the CIs linked to a client or linked to a client’s account. Clients had to browse through the entire list of CIs, most of which were not relevant to them. This problem was acute for Managed Service Providers who serve multiple accounts where visibility of CIs had to be restricted to other accounts or clients.

In the default Configuration Item or Service lookup fields in the Self Service Incident form, a client could see the linked CIs. However, for a custom CI lookup on CMDB, it showed all CIs in the CMDB database in Self Service.

Even after using an option to apply lookup filter for Self Service, CI and assets visibility could not be restricted.

To restrict the CI and assets visibility, we have provided a setting that can be applied while defining a lookup filter. This setting provides more flexibility to administrators on what CIs and assets should be exposed or hidden.

The setting can be applied to both custom lookups and the OOTB lookups on the CMDB Base Element, Configuration Item, Service, Service Offering.

Administrators can use the setting to configure the visibility of CIs and assets as follows:

  • Display CIs and assets that are linked to a client
  • Display CIs and assets that are linked to a client’s account
  • Display CIs and assets that are linked to both client and client’s account
  • Display all CIs and assets

 

How to configure the setting

Administrators can configure the setting from Remedyforce Administration > Application Settings> Lookup Filters > Show records linked to. Note that the Show records linked to option is available only if while creating a lookup filter for Base Element on the Incident object the Apply In Self Service option is selected. This additional filter is applicable only for Self Service 3.0.

 

Select one of the following options to configure which CIs and assets are displayed to a client when the client submits a ticket in Self Service 3.0:

  • Client: Displays those CIs and assets that are linked to a client.
  • Client's Account: Displays those CIs and assets that are linked to a client's account. If the client does not have a linked account, CIs and assets that are linked to the client are displayed.

       Note: If Client & Client's Account check-boxes are selected, CIs associated to Client as well as Client's account will be shown.

  • All: Displays all CIs and assets. When you select this option, the Client and the Client's Account check boxes are automatically cleared and made unavailable. This option is the least restrictive of all other options, where restriction of the CIs and assets is not required.

 

The following image shows these options in the Lookup Filters tab.

CIBlog.jpg

 

Considerations

  • For the OOTB lookups, CIs associated with client are displayed.
  • For custom lookups, all CIs from the Base Element object are displayed.
  • Upgrade scenarios will continue to behave like the current implementation.
  • The newly created OOTB lookups on Base element object displays CIs associated to a client. Custom lookups for the same displays all CIs if no lookup filter is created on them.
  • While creating lookup filters, at least one filter criteria is mandatory. Administrators must create a filter that is applicable in Self Service and add at least one filter criteria (could be dummy criteria such as Class != <BLANK>) to show all CIs linked with a client’s account.
  • These filters will be applicable along with the current filter criteria. While creating new lookup filter for Base Element field, if Apply In Self Service is selected, then Client is the default option for the setting Show records linked to. However, administrator can change this to any other option as required. Rest of the lookup filter functionality will work as is.

 

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:

https://docs.bmc.com/docs/remforce201802/en/configuring-lookup-filters-in-bmc-remedyforce-801357167.html

https://docs.bmc.com/docs/remforce201802/en/20-18-02-enhancements-811770431.html#id-20.18.02enhancements-Otherenhancements

 

Related Ideas - Custom CI Lookups - SelfService filtering

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It's still hot here in Texas...but what makes it all bearable is the fact that NCAA football is kicking off!  Anyone who knows me, knows I'm a huge college football fan.  I went to a college that didn't have a football team, so I have the luxury of picking my "teams".  Yes..I typically have one or two teams from each conference that I like and root for throughout the year.  Now if I can only get fall to come as quickly to try and cool down!

 

Anyway...here's the Salesforce August 2018 Monthly Tech Update.

 

Salesforce Winter '19!

Sandbox preview for Salesforce Winter '19 will start being rolled out the weekend of September 7th.  What you may not know, is that we've already gotten our hands on a pre-release of Winter 19 and have been testing Remedyforce to ensure usage continuity.   We also test with all Salesforce Critical Updates so if there are things introduced, we have the ability to get ahead and make sure we address things if they come up.

 

 

Be sure and check out Page 5 for more details.

 

Flash File Preview Behavior Change

Prior to Salesforce Summer '18 release, when a Salesforce Classic user clicked on the thumbnail to preview a file posted in Chatter, it was displayed in a window in front of the feed.  Now, they'll be redirected to see the file detail page to preview the file.   This change is due to an announcement by Adobe to end of life Flash.  Several web browsers already block Flash, and other plan to phase it out.  Salesforce has switched to Lightning previews, which are more secure and provide higher quality previews.

 

See Page 6 for details.

 

URL Format Change

In Salesforce Summer '18, Salesforce has changed the URL format used by Lightning Experience standard apps, console apps and the Salesforce mobile app.  This is to address the issue of users being directed to an unexpected location when they access Lightning Experience URLs before authenticating.

 

See Page 7 for details.

 

Full Content Push Notifications

With the Salesforce Summer '18 release all push notifications to v16.0+ of the Salesforce mobile apps for iOS & Android will be sent fully encrypted.  Salesforce has added a new connected app preference to control display of the full content push notifications outside the Salesforce mobile apps (e.g. on device's locked screen).  This preference will be ON by default.

 

See Page 9 for details.

 

Sandbox Migrations

Similar to instance refresh, during a sandbox migration, Salesforce is moving a sandbox instance to new infrastructure equipped with the latest and greatest technology.

 

CS1, CS2, CS4, CS22, CS24, CS27, CS28, CS41, and CS43:  October 20, 2018 23:00 - 00:30 UTC or 4:00PM - 5:30PM US Pacific Time

 

See Pages 15 & 16 for details.

 

Instance Refreshes

  • NA3, NA6, NA30, NA31: Sunday, October 21, 2018 from 02:00 - 06:00 UTC

 

  • AP1: Saturday, December 1, 2018 between 15:00 - 19:00 UTC

 

See Pages 17 - 20 for details.

 

 

Salesforce IP Addresses & Ranges

If your company restricts web access to specific IP ranges, please always refer to the article: What are the Salesforce IP Addresses & Domains to whitelist?

Additionally, see Page 24 for details around changes.

 

Continuous 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.

 

  • September 1: AP0, NA49, NA6, NA30
  • September 2: NA46, NA50, NA56, NA88

 

See Pages 25 - 27 for details.

 

SOAP API Legacy Versions to Retire in Winter '19

With the Salesforce Winter '19 release, Salesforce will retire and no longer support SOAP API legacy versions: 1.8, 2, 2.2, 2.5, 3, 4, 5, and 6. 

 

See Page 31 for details.

 

Legacy Reports and Dashboards Tab to Retire Salesforce Summer '19

With the Salesforce Summer '19 release, customers using Legacy Reports and Dashboards tabs will automatically be upgraded to the Salesforce Classic Reports and Dashboards tab. 

 

See Page 34 for details.

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The Incident Console and Task Console were intended as precursors to the Remedyforce Console. You may recall we introduced the Remedyforce Console in Winter 15 and a new and improved Remedyforce Console in the Winter 17 Release.  BMC announced with the Summer 17 release that we will no longer support the stand-alone consoles for incidents and tasks. If you are still using the stand-alone consoles, we recommend that you migrate to the Remedyforce Console immediately and encourage you to contact your Business Relationship Manager if you need assistance.

 

Incident & Task Consoles:

Incident Task Consoles.jpg

Remedyforce Console:

RF Console.PNG

 

Reference:  See Transition to the RF Console Enablement Kits for Administrators and Staff as these are helpful documents if you have not yet moved to the Remedyforce Console and need assistance with the move.

 

Product Announcement

Remedyforce Enablement Kits - Remedyforce Enablement Kits

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