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Its finally cooled off a bit here  in North Texas.  We had a cool front come through and the weather is perfect to get outdoors and get in a run or a hike without baking in the summer sun!

So, grab yourself a cup of coffee and lets jump into the October 2017 Salesforce Tech Update!

 

Salesforce Winter 18

Salesforce Winter 18 platform update began pushing out to orgs last weekend, October 6 - 7, 2017.  Remaining orgs (including production and sandboxes) will finish up being pushed this weekend, October 13 - 14, 2017.

 

More details about Winter '18 can be found on Pages 5 and 12 - 13.

 

Salesforce Maintenance Release Calendar

Did you know that Salesforce pushes patches weekly as well as daily?  Check out their new Salesforce Release Maintenance Calendar on Pages 6 and 24.

 

Upgrading Instances to TLS 1.1+

The march continues as Salesforce phases out TLS 1.0.   They are still on target to wrap up the transition on November 11, 2017.

 

Details can be found on Pages 7 and 15 - 17.

 

Default Certificate Retirement Impacts SAML SSO

Salesforce is retiring their default certificate.  If your organization uses Service Provider (SP)-Initiated SAML login to Salesforce and your Identity Provider validates signatures in SAML requests you will be impacted.  Please contact your Service Provider to see if you will be impacted.

 

Details can be found on Page 8.

 

Instance Refreshes

  • AP2 - Sunday October 22, 2017 from 12:00 a.m. - 2:45 a.m. JST
  • NA28 - Saturday, October 21, 2017 between 7:00 p.m. - 11:00 p.m. US Pacific Time
  • EU2, EU3 - Sunday, December 3, 2017 between 03:00 - 07:00 UTC
  • EU5 - Saturday, December 2, 2017 between 22:00 - 02:00 UTC

 

See Pages 10  and 19 - 22 for details.

 

Feature Retirements

  • Salesforce Classic Mobile App to Retire on December 1, 2017
  • SOAP API Legacy Versions will retire in Summer '18
  • Access and Support for Lightning Experience with Internet Explorer version 11 extended to December 2020

 

See Page 11 and 27 - 32 for details.

 

Continuous Site Switching

October 21: NA32, CS13, CS30, CS50, CS51

 

November 28: CS9, CS10, CS11, CS70, CS71

November 19: NA40, NA51, NA52

 

December 2: NA54, NA55, CS7, CS53, CS54

December 3, NA47, NA63

 

See Page 25 for details.

 

 

 

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What is Salesforce Platform Encryption?

Salesforce Platform Encryption gives data a new layer of security, but at the same time preserves the critical platform functionality. You can use this feature to encrypt sensitive data that is at rest.

 

Why use Salesforce Platform Encryption?

With Salesforce Platform Encryption, companies can encrypt sensitive data for compliance with common regulatory requirements. Thus, it enables companies to confidently comply with privacy policies, regulatory requirements, and contractual obligations for handling private data.

Remedyforce email conversation and Platform Encryption

Remedyforce email conversation comes into picture when any of the following actions is performed that includes both plain text, Rich Text, or HTML formats:

  • A client raising a ticket through email.
  • A staff or an administrator replying to the client’s Email through an Email Conversation.
  • A client replying to a staff’s or an administrator’s Email through an Email Conversation

Customers can now encrypt email conversations by enabling Platform Encryption and encrypting the Note field of the History object.

Do you see yourself asking the following questions?

  • What will happen to the email data that is Rich Text formatted?
  • What will happen to the embedded images in emails? Will they get lost?
  • What will happen to the email content? Will it get corrupted?

 

The answers are right here

Support for encrypting a Rich Text field is yet to be offered in Platform Encryption. However, with Remedyforce we have found a way to work around this limitation with minimal impact on existing functionality.

The following points should be considered while sending or receiving emails in Rich Text Format containing embedded images and formatted text.

  • All incoming emails that are received to create an incident or are a part of an Email Conversation are captured and displayed in Remedyforce as plain text.
  • All outgoing emails are received by the recipient in Rich Text Format. However, that Email within Remedyforce is stored and viewed in plain text only.
  • All emails that are in Rich Text Format are saved as plain text in the Note
  • Rich Text formatting and embedded images are not saved in the Email Conversation history. However, embedded images are available as a part of attachments in the Notes & Attachment section of the Record Details page.

 

Email conversation before encryption

The following image shows how an email conversation looks like before encryption.

BeforeEncryption.png

HistoryObjectsBeforeEncryption.png

Some Considerations before implementing Platform Encryption

  • Salesforce Platform Encryption (PE) is an additional cost to customers, which they must purchase if they want to avail the Platform Encryption feature.  Customers can reach out to their Remedyforce Business Relationship Manager or Account Manager for any pricing related information.
  • Once the customer purchases PE, depending on their needs we have equipped Remedyforce Summer 17 with an Encryption Library.
  • Administrators can encrypt only those fields that are supported by Remedyforce. To view the list of fields that are available for encryption, click here

Enabling Platform Encryption for Remedyforce

Encryption feature can be enabled in Remedyforce by going to the Remedyforce Administration > Application Settings > General Application Settings page and selecting the Salesforce Platform Encryption check box.

Encrypting object fields

Following is an example of encrypting fields of Incident and Incident History objects.

  1. 1. Go to Setup > Incident.
  2. 2. Edit fields that can be encrypted by selecting the Encrypted check box.
  3. 3. Go to Setup > Incident History > Note (Note field stores data of Email Conversations).
  4. 4. Edit Note field by selecting the Encrypted check box.
  5. 5. After encrypting fields, Email Conversation is shown as plain text.

 

Email conversation after encryption

The following image shows how an email conversation looks like after encryption.

AfterEncryption.png

HistoryObjectsAfterEncryption.png

 

Benefits of encrypting emails

The benefit of encrypting emails is that it enables customers to send and receive emails that may be confidential, without any worry or hesitation as the data at rest gets encrypted. The decision to implement Platform Encryption doesn’t impact the quality of Email Conversation with clients. Clients will continue to have the same existing experience with Email Conversations.

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:

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We are excited to announce the launching of the first ‘T3: Service Management & Automation Conference’ to be held during the week of November 6, 2017 at the Palms Casino Resort in Las Vegas.

The conference is being put on by Tools, Technology & Training (T3). As the Flagship sponsor, BMC is providing T3 with full support in running the conference to provide an interactive, educational experience for attendees looking to gain mindshare and hands-on views to the latest best-of-breed technologies. Together, we plan to bring to you a robust conference focused on giving you an in-depth perspective on the valuable Tools, Technology and Training that will help you succeed in your roles and accomplishing your business needs!

We look forward to seeing you all in Vegas!

Below an overview of the Remedyforce sessions taking place. A more detailed schedule, like dates and times for the sessions, you can find on

http://tooltechtrain.com/downloads/T3SMAC_Schedules.pdf

Using Remedyforce Self Service 3.0 - More Powerful and Intuitive Than Ever

John Fulton
BMC Software

Remedyforce Self Service 3.0 is a modern, fast, intuitive self-service portal that enables your end-users to find solutions to their issues and seek fulfillment of routine service requests. This session will help participants understand how Remedyforce Self Service 3.0 can enable them to increase self-service usage and drive customer satisfaction. The first part of the session will cover administration to enable service desk managers/analysts to configure the self-service portal for meeting their specific needs. This includes setting up branding, service catalog, ticket templates, knowledge articles, service health, and customizing the home page display. Branding allows admins to apply logos and color schemes appropriate to their company. Common service requests and ticket templates allow admins to prominently display the most commonly used templates on the home page. Knowledge articles allow end-users to resolve their issues by themselves. Service health is a dashboard that allows end-users to view current and upcoming outages. The second part of the session will cover how end-users can leverage the power of Remedyforce to fulfill their service needs. Tips and tricks for leveraging features of Remedyforce also will be covered, to enable service desks to close requests to the complete satisfaction of end-users and meet SLAs. Best practices of leveraging Remedyforce self-service will be shared.

Enabling a digital workforce with Remedyforce and Salesforce

Hugo Gracia
BMC Software

What connects the numbers 64 and 62? 64% of Remedyforce C-Levels in a January Tech Validate survey reported that the #1 problem they were trying to solve using Remedyforce was a lack of Self Service, Mobility and Collaborative capabilities.
Is this only in relation to IT Service Management? The clear answer was no. That same survey informed us that; 62% of Remedyforce Customers have extended their use of the solution beyond IT into other Service Management functions, most notably into HR, Facilities, Procurement and Travel.
The Digital Workplace is an essential piece of the Digital Transformation roadmap as organizations look to enable new, more effective ways of working while raising Employee Engagement and bringing consumer like experiences to their workforce.
In this session, we’ll explore the ways Remedyforce can support these Digital Workplace initiatives with real world examples to inspire Customers to action.

Remedyforce Administration Essentials

Hugo Gracia
BMC Software

This is an education track for BMC Remedyforce Customers consisting of 3 x 2 hour training sessions spread throughout the conference.

Implementing Advanced CMDB – A Step by Step Guide & Remedyforce Story

Nancy Hinch-Gualda
BMC Software

How a BMC Remedyforce customer successfully embarked on implementing advanced configuration management, designed, configured and launched the Remedyforce CMDB. Implementing a CMDB can be a challenge because the program crosses the majority of functions within an organization. Join this informative session to hear how one Remedyforce customer went about CMDB implementation by creating an environment for success. We’ll discuss that framework for success focused on:

· Setting the vision and objectives in the short and long term

· Evoking the best practices to crawl, walk and ultimately run

· Creating the environment for success by securing strategic leadership and direction to direct fostering of adoption and cultural change

· Establishing the framework to allow for realistic timelines to accomplish set goals

· Deploying best practice design methodology

· Adhering to critical success factors

· Planning for and executing on communication, training and enablement

How to use BMC Remedyforce for non-IT requests

Olivier Segers
BMC Software

Many organizations allow their clients to submit different types of requests via Self Service. Typically they are more IT oriented type of requests, like password resets, new software, a.o. Within Self Service for Remedyforce their is also a place to submit HR related request like onboarding and off-boarding of employees, which can be automated. Also requests like enhancement requests for internal solutions, new reports, modifications to existing reports, and more can be driven via Self Service for Remedyforce. Self Service for Remedyforce gives customers and employees an intuitive portal where they can resolve their own issues or needs.

How to integrate Remedyforce with Enterprise Apps Using actionHub

Samir Kumar
Cloudaction, LLC

Remedyforce can be the glue to enable collaboration between IT, Customer Service, Engineering, DevOps and many other groups. In this session, we will walk through how to extend your Remedyforce investment with Jira, Service Cloud, BMC Truesight, MTFS, Microsoft SCOM/SOrch, Splunk, SolarWinds and other enterprise solutions. This session will describe in details with live demo on how to use actionHub (Salesforce AppExchange Integration Engine)to integrate Remedyforce into popular cloud or no-cloud based enterprise apps.

Getting the most out of Remedyforce CMDB for Asset and Change Management

John Fulton
BMC Software

In this session, learn about how the Remedyforce CMDB offers a range of innovative capabilities to simplify and deliver asset and configuration management including dynamic co-existence of both CIs and asset, data reconciliation, normalization and modeling to improve data quality along with graphical views via the CMDB Explorer to see the relationships, just to name a few.

Leverage your Platform Investment – easy to integrate and extend

Olivier Segers
BMC Software

Walking through the different integrations with other products both on Appexchange and traditional IT system mgmt. tools in combination with Remedyforce. We are continuously building out the ecosystem around Remedyforce. Some of them are BMC offered, meaning that the necessary scripts, built-in connectors and configuration files are offered through BMC. Other are native integrations which can be configured within the Remedyforce administration interface. There will always be custom builds, since some of the integrations are based on unique requirements. We then offer for example web services for integration.

Simplify, Elevate and Automate with Remedyforce Agentless Discovery and Client Management

John Fulton
BMC Software

Discovering and managing devices can be challenging.  Learn how Remedyforce Agentless Discovery and Client Management can simplify, automate, and elevate your service management program and how Remedyforce Agentless Discovery can be the starting point for maturing one’s discovery strategy. This session will discuss the maturity levels and solutions associated with each stage in order to assist organizations who want to drive to the higher levels.

Creating and Configuring Service Request Definitions in Remedyforce

Hugo Gracia
BMC Software

As business processes become complex, cross-team dependencies increase for seeking and fulfilling services. Most service organizations in a business, such as IT, HR, Facilities, Finance, etc. are internally facing. They have goals to deliver services to their customers within the agreed-upon SLAs, to the satisfaction of customers. Most service requests are routine in nature, allowing service organizations to standardize how they are requested, approved, and fulfilled. It is no rocket science that standardization helps improve quality of any service. Remedyforce is an ITSM solution built and delivered on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Service request management in Remedyforce is designed to empower service desk managers/analysts with tools to design a standardized, repeatable process for requesting, approving, and fulfilling service requests. Service requests so deployed can be accessed from Remedyforce Self Service 3.0, the Salesforce1 mobile app, and the Remedyforce Console for service desk agents. Attend this session to understand how to design service request definitions to capture service requirements, have them approved, route them to appropriate teams across your service organization for fulfillment, set up SLAs, and measure service desk effectiveness.

Shining a light on the known and unknowns with Remedyforce

Hugo Gracia
BMC Software

Stay tuned to get this summary.

LAB: Integrating Remedyforce with Enterprise Apps (Cloud based or/and On-prem)
Collin Parker
Cloudaction, LLC.

In this Hands-on Lab session, we will show-case/build Remedyforce integration using actionHub with some leading Enterprise applications: 1) JIRA 2) Service-Cloud 3) BMC Truesight 4) MTFS 5) Microsoft SCOM/SOrch and more. This Lab-session will be focused on setting-up actionHub integration engine, connecting Remedyforce with enterprise applications and configuring actionHub to enable business use case.

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As usual Anna came to office and logged in to the system and checked the mail. Later she grabbed a cup of coffee and logged into Remedyforce. In response to a request she had to update CMDB records from data loader. Just as she started, she received a phone call. Anna always thought she was good at multitasking, however she accidentally clicked the delete button instead of update in data loader.  Before she realized her mistake, all CMDB records were deleted from the system!!

picture one.png

 

 

She wanted to get back that data by any means. She shared her problem with one of her colleague John, who is an expert in Salesforce. John consoled her and gave her a suggestion as below.

  1. He clicked on Recycle Bin, change the drop down to "All Recycle Bin" and searched for lost CMDB records. If deleted records are less, then we can directly restore from the recycle bin itself.
  2. There are size limits to the recycle bin (the oldest deleted records will be lost forever to make room for more recently deleted records). If number of records is huge then it is recommended to use a developer console and apex script to restore the data.

 

In this case the number of records was huge so John decided to use developer console to restore the data.

Developer console troubleshooting:

We can add the below filter for getting the required records for specific time-stamp or CMDB Class.

  1. If you want to restore the data that got deleted on a specific day or time-stamp, apply filter for that date / time-stamp on last modified date and time field.
  2. If you want to restore a specific CI/Asset class in CMDB instances, apply additional filter on CMDB class(BMCServiceDesk__ClassName__c).

 

Sample script:

list<BMCServiceDesk__BMC_BaseElement__c> li_DeletedCMDBRec = [select id, LastModifiedDate, BMCServiceDesk__ClassName__c, isDeleted from BMCServiceDesk__BMC_BaseElement__c where isDeleted = true and LastModifiedDate >= 2017-10-13T11:30:00Z and LastModifiedDate<= 2017-10-14T11:30:00Z ALL ROWS];

Undelete li_DeletedCMDBRec;

 

Now John has restored all the CMDB base element records. Anna checked all the CMDB records that have been populated, but she found that the CMDB links with another module are not there. So, John checked it again and found the below solution.

 

Restore CI links with other modules

Follow the same steps as above script. You need to only change the object name from query.

Below is the linked object name:

 

  1. BMCServiceDesk__Account_CI_Link__c
  2. BMCServiceDesk__Incident_CI_Link__c
  3. BMCServiceDesk__Incident_Change_Link__c
  4. BMCServiceDesk__Knowledge_CI_Link__c
  5. BMCServiceDesk__Problem_CI_Link__c
  6. BMCServiceDesk__Release_CI_Link__c

 

Post-restoration Actions:

  1. The owner of the records will be changed to imported user. If the org is configured with sharing rule based on owner, then you need to change the owner of the restored records. Otherwise the visibility of record may be affected.
  2. You might need to create the relationship records if location instance records are deleted.
  3. If CMDB business service records are used in request definition, then you need to re-link the CMDB records to request definition.

                                                                                                 

 

Final Action:

Need to verify the CMDB records from Remedyforce CMDB console. Test all linked records are working as expected.

 

After restoring the data back to org, Anna was so relieved.

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Do you break out into a sweat just thinking about Configuration Management and CMDB? I know the effort can seem overwhelming, but don’t fear – your Remedyforce Customer Success Team is here to help you. We know how daunting a task it may seem but with some guiding principles – a good project management framework and some helpful tools developed by people who have “been there – done that”, we can assure you that there is some light at the end of the tunnel.

 

The identification and management of configuration items (CIs), assets and critical business services along with their relationships to each other are essential to establish and maintain a successful service management program, but where to start can absolutely be intimidating.  By taking a maturity model approach, organizations can quickly establish a foundational CMDB to gain immediate value while strategically building additional value in the more mature areas of change management, configuration management and service level management.

 

Your actual challenge isn’t to create a CMDB, but to maintain one with quality and accurate information to support the many aspects of service management and ultimately assist IT in ensuring they remain relevant to the enterprise.

 

So if you’re thinking about adopting Configuration Management and a CMDB my first piece of advice is to engage your Remedyforce Customer Service Manager. They will walk you through the enablement resources available to you to help your effort.

 

The Step by Step Guide

First, they will review with you the Step by Step Guide that was developed by consultants using the firsthand experiences of their existing Remedyforce Customer. Depending on the level of awareness and Configuration Management process maturity, they can provide you with a refresher covering what a CMDB is (and isn’t!), the difference between Configuration Management, Asset Management and Inventory Management. They can also recommend training if that’s an immediate requirement.

 

The next thing they will review with you is the CMDB Implementation Methodology and walk you through the critical path and things to consider along the way:

 

Methodology.png

 

Some of the key highlights of the five stages outlined in the guide will include project management best practices, building a business case, and determining your scope! You will have to consider a top-down services approach or a bottom – up discovery approach. Not to fear, there is guidance on both approaches to determining your scope:

 

Service model.png

 

To make your job even easier, there is a handy checklist that you can use to make sure you on the right track! Your CSM will review that with you as well.

 

Value Based Outcomes

 

A key piece to remember to help you get started on the right foot is identifying your “why”. What are you value based outcomes? Here are a few to consider that may be the answer to your “why”:

  • Achieve higher levels of customer satisfaction
  • Improve Service Levels
  • Enable accurate incident routing
  • Facilitate and expedite Root Cause Analysis
  • Reduction risks to Production Environments
  • Minimize incidents and outages
  • Simplify Impact Analysis with visibility to dependencies
  • Improve your change success rates
  • Improve estimation of resources and capacity for new application and service releases
  • Reduce maintenance contract costs and license fees
  • Increased accuracy of service costing
  • Improve service level tracking
  • Simplify customer charge models
  • Lower asset TCO

 

CMDB & the all-important data!

 

The other important enablement resource your Customer Success Manager will review with you is the Remedyforce CMDB Master Configuration Map Workbook. In a nutshell, this workbook is going to help you identify ultimately what your CMDB is going to contain:

 

RF CMDB.png

 

The workbook contains all of the OOTB (out of the box) CI classes, relationships and attributes using the CMDB Common Data Model. It’s been formatted in a way to make it a usable and living dynamic workbook to be used by you and your team to manage what is going to be ultimately living in your CMDB.

 

And we haven’t forgotten about the processes – we’ve got some great examples of best practice change and configuration management processes that you can leverage as you decide what your processes are going to be for ultimately managing the integrity of your CMDB.

 

Get started today!

 

Feeling better yet? I hope so. Your friendly Remedyforce Customer Success Manager is here to help you. Even after your walk through of the enablement resources (Step by Step guide, checklist and CMDB Master Configuration Workbook) your CSM can also connect you with seasoned partner resources who are ready to assist and bring their own real-world implementation experience to the table.

 

Drop me a line in the comments section here if you have any questions or feel free to contact our Remedyforce Success team @RemedyforceSuccess@bmc.com. Special thanks to John Fulton and Hugo Gracia for their contributions to what I promise are really helpful enablement resources for our Remedyforce customers!

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You may have noticed that over the last several Salesforce Tech Updates that we have shared with you that Salesforce has announced the end  of life for their Salesforce Classic Mobile App.

Please be aware that there is a new update.

 

With the imminent release of Apple's new iOS 11, the Salesforce Classic Mobile App will no longer be available from the App Store nor will the App work on any devises running iOS 11.

 

Salesforce recommends that if you are still using this App, that you move to Salesforce1 which is now the new Salesforce Mobile App supported by Salesforce.

 

There are no plans to try and address anything around the Classic Mobile App on iOS.

 

Please refer to this Knowledge Article.

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Prior to the Winter 17 release, staff identified new incidents and Service Requests in Remedyforce Console through the New Incident icon in the List View. Layout of the List View is controlled by Column Headers field set in the Incident object, so only those fields that are added in this field set are displayed in the List View. If the Column Headers field set does not contain the New Incident field, the New Incident icon is not shown in the List View making it difficult to identify a new record.

 

What’s new in Winter 17

 

Winter 17 introduced an enhancement using the New Incident field. With this enhancement, staff could identify new tickets by just glancing the List View and without being dependent on the New Incident icon. Winter 17 introduced highlighting of new records for the Incident and Service Request modules. Administrators can customise the colour used for highlighting through an administration setting. By default, new records are highlighted in blue as shown in the following image.

 

   Figure 1: Highlighted records in the List View

  fig1_final.JPG

 

Though this functionality is available by default for fresh installation and upgrade for Winter 17 release, administrators can choose to opt out and continue using the New Incident flag to identify new records. However, they can also opt in for this feature any time. It is only a matter of selecting an option provided in the administration setting as shown in the following image.

      

Figure 2: Option to highlight new records

fig2_final.JPG

When will the records appear highlighted?

A record will keep appearing highlighted under following conditions:

  • When a new ticket is submitted by a client or a new record is created
  • When there is no update done by the owner of the existing record
  • When a record is assigned to a queue and updates are not done by any of the queue members having access to that record
  • When the ownership of the highlighted records is changed
  • When clients adds a note through Self Service

 

When is the highlight on the records turned off?

A record will stop appearing highlighted under following conditions:

1.     If a staff who has an access to that record  adds a note on the record using any of the following methods, except when the staff adds a Client Note.

    • The Actions menu
    • Form > Activity Feed OR SmartView > Activity Feed
    • Action History > New Note

2.     If a staff changes the status of the record.

3.     If a staff updates the Responded Date field of that record.

 

This feature is beneficial for staff members because they can now identify new records by just glancing the List View without having to look for the New Incident icon. The feature also eliminates the requirement of adding the New Incident field in the Column Headers

field set. In place of the New Incident field, any other informative field can be added to the field set as per the user preference.

 

I hope that you will find this feature useful and would like to hear your views on it. I will soon be Sharing a part II of this blog - Highlighting Updated Records, a feature that helps Staff to identify updated record by just glancing the List View.

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An end user reports an incident or raises a service request and a service desk staff closes the ticket or the request after all tasks or change requests are resolved.

 

Many times, when an end user logs a ticket, the end user needs an immediate response regarding the status of the ticket or the request. Sometimes service desk staff may not have an immediate solution for the issue reported and the service desk staff may need to contact the end user for gathering more information in case the ticket does not have sufficient information. The service desk staff can only send an email to the client for gathering more information on the ticket and till then the status of the ticket would be waiting for response.

 

In the Summer 17 release, a new feature has been introduced in Remedyforce, called flagging of records in Self Service 3.0. You can see the flag next to the ticket or the service request on My Activity page. With this feature, the end user can know the status of the ticket or the service request and perform required action.

 

The flag on the record encourages the end user to open that record and provide additional information and the service desk staff can immediately start working on the ticket or request after receiving the information.

 

As end users respond to service desk staff’s requests, this ultimately results in better SLA performance, end user satisfaction, and timely resolution of the ticket.

 

FlaggingOFRecords_SS3.0.png

 

The admin must configure the status values which are flagged in Self Service 3.0. To configure the flagging feature, navigate to Remedyforce Administration >Configure Self Service> General Self Service settings. All tickets and service requests in the Selected Status Values field are flagged in My Activity.

 

 

FlaggingOfRecords_SS3.0_AdminSetting.png

You must try this feature in a sandbox upgraded to Summer 17 release.

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First and foremost:  For all of you who are affected by Hurricane Harvey and those who are currently being impacted by Hurricane Irma please know that we are keeping you in our thoughts and prayers. Please take care of your families and if there is anything we can do to help in the meantime, please reach out. 

 

Now...on to the Salesforce September 2017 Tech Update.

 

Get Ready for Salesforce Winter '18

This past weekend Salesforce rolled out Salesforce Winter '18 to a number of Sandboxes.  We have also been utilizing pre-release orgs to ensure there will be no impact once Salesforce pushes their updated platform to production orgs.

 

All the details can be found on Pages 5 for details.

 

Upgrading Instances to TLS 1.1+

Salesforce continues to upgrade isntances to TLS 1.1+.  The next instances to be updated will be on Saturday September 23, 2017 and will be to the following instances: 

EU1, EU4, EU5, EU6, EU7, EU9, EU11,

NA40, NA51, NA52,

CS3, CS7, CS9, CS10, CS11, CS12, CS52, CS53, CS54, CS59, CS70, CS71, CS82, CS83, CS84, CS85, CS88, and CS89

 

See Page 6 & Page 17 - 19 for details.

 

Default Certificate Retirement Impacts SAML SSO

If your organization uses Service Provider (SP)-Initiated SAML login to Salesforce and your Identity Provider validates signatures in SAML requests, then you may be impacted. 

 

See Page 7 for details and note the Retirement of Default Certificate affects SAML Single Sign On into Salesforce article.

Instance Refreshes

To prepare for an organization's continued growth and to keep system performance at expected levels, we occasionally perform an instance refresh that upgrades the infrastructure supporting

your instance in our data centers. Following this type of maintenance, you will be on new infrastructure and your instance name will change.

 

●  NA2, NA18, NA22, NA23 - Sunday, September 17, 2017, 12:00 a.m.–2:00 a.m. US Pacific Time

●  AP2 - Sunday, September 17, 2017 from 12:00 a.m.-2:45 a.m. JST (Saturday, September 16, 2017 from 8:00 a.m.-10:45 p.m. US Pacific Time)

● NA28 - Saturday, October 21, 2017 between 7:00 p.m.–11:00 p.m. US Pacific Time

● EU2, EU3 - Sunday, December 3, 2017 between 03:00–07:00 UTC (Saturday, December 2, 2017 between 7:00 p.m.–11:00 p.m. US Pacific Time)

● EU5 - Saturday, December 2, 2017 between 22:00–02:00 UTC (Saturday, December 2, 2017 between 2:00 p.m.–6:00 p.m. US Pacific Time)

 

See Pages 9 - 10 & Pages 21 - 24 for details.

 

Continuous Site Switching

Program was introduced and kicked off in August 2017.  The goal is to reduce time to site switch through iteration and improved operational processes and meeting customers' internal compliance requirements.

 

Upcoming schedule:

 

September:

  • Sept 2: NA38, CS60, CS61
  • Sept 16: NA33, NA39, NA44, NA45, CS3, CS12, CS52, CS59
  • Sept 17: NA34, NA99, CS98, CS99

October

  • Oct 21: NA32, CS13, CS30, CS50, CS51

November

  • Nov 18: CS9, CS10, CS11, CS70, CS71
  • Nov 19: NA40, NA51, NA52

December

  • Dec 2: NA54, NA55, CS7, CS53, CS54
  • Dec 3: NA47, NA63

 

See Page 11 for details.

 

Feature Retirements

● End of Support for Good Access browser running S1 mobile browser app (see Page 29)

● Pardot Chat Support will retire on October 20, 2017 (see Page 30)

● W2C/W2L & Salesforce.com Endpoints to retire Nov 17, 2017 (see Page 31)

● Salesforce Classic Mobile App to Retire on December 1, 2017 (see Page 32)

● Legacy Charts in Salesforce1 to Retire with Spring ‘18 (see Page 33)

● SOAP API Legacy Versions will retire in Summer ‘18 (see Page 34)

● Access and Support for Lightning Experience with Internet Explorer version 11 extended to December 2020 (see Page 35)

Salesforce Release Maintenance Calendar

See Page 15 and Page 26 for details.

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In Remedyforce Summer 15 we announced that we no longer would support or fix defects around the original Remedyforce Visualforce Pages or Self Service 1.0.  To refresh your memory about what specifically we mean, here is a screen capture of the original Remedyforce interface:

 

OriginalRemedyforceVFPages.png

 

And here is Self Service 1.0:

 

OriginalSelfService1.0.png

 

During this time customers could still continue using these older versions although as we mentioned, we were no longer addressing any defects.

 

However, all good things must come to an end.  Due to technical debt and the growing size of the product, the time has come to actually remove these two interfaces and their corresponding pages from Remedyforce to help maximize efficiencies.

 

The next major release, Remedyforce Winter 18, your users (both staff and clients) will no longer be able to access either the original Visualforce pages or Self Service 1.0. When they try and access either, they will see a message indicating that part of the product is no longer supported or available and that they should reach out to their Remedyforce Administrator.

 

Your data is safe, but you need to plan on using their replacements, the new Remedyforce Console (introduced in Remedyforce Winter 17) and the new Self Service 3.0.  These will provide both your Staff and Clients with a more modern interface, faster performance, as well as access to more features than they have today.

 

We highly encourage you to reach out to your Business Relationship manager sooner rather than later as they can help you plan and migrate to Remedyforce Console as well as Self Service 3.0.

 

If you do not know who your Remedyforce Business Relationship manager is, then please add a comment to this post, and we’ll work with you and get you in touch with someone.

 

Again, this will happen as of the Remedyforce Winter 18 release (Safe Harbor.  No release date at this time).  We wanted to make sure you had time to plan and begin your migrations now.

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Happy Friday!

 

Summer 17 was pushed out to Production ORGs as per the Remedyforce maintenance schedule. A quick reminder based on some of the BMC support cases raised - there are post upgrade steps to be completed. I noticed a bit of a trend with the cases citing "Insufficient Privileges" --

 

Error.PNG

 

Here is the link to the step by step guide from our online documentation with respect to permissions!

https://docs.bmc.com/docs/remedyforce/201702/en/configuring-profile-level-permissions-after-self-upgrade-or-automatic-upgrade-679715236.html

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Its been a bit of a busy week for us here at Remedyforce.  We got an opportunity to get some of our teams together for a week long meeting in Tampa!  Your BRMs (Business Relationship Managers) along with Operations, Product Management, and others all had a chance to work on upcoming initiatives while catching up and looking for ways to help you get the most out of your Remedyforce investment. 

 

Here's a picture of the crew:

 

IMG_0689 (002).JPG

 

That's Richard Would in the back row looking behind the boat.  We're still not sure "what" exactly he was looking at...but there's always one in every crowd isn't there? 

 

Anyway...without further ado...let's get to the Tech Update for August 2017 shall we?

 

Get Ready for Salesforce Winter '18

I know..I can't even imagine winter at this point, although the conference room in Tampa just about froze this Texas girl!

 

Key Dates for Salesforce Winter '18:

August 17 - Sign up for a pre-release environment (typically this is partners who sign up for pre-release environments)

August 21 - Preview release notes are published

September 8 - Sandbox cut-off date

September 8 & 9 - Sandbox preview weekend

 

See Page 5 for all the details.

 

Upgrade Production Instances to TLS 1.1+

Saturday, August 19th, the following instances will have TLS 1.0 disabled on them:

 

NA6, NA18, NA21, NA28, NA29, NA31, NA57, NA58, NA64, NA68, NA79, CS1, CS15, CS16, CS23, CS24, CS25, CS27, CS28, CS32, CS33, CS40, CS42, CS45, CS66, and CS67

 

See Page 6 & 16 - 18  for details.

 

Default Certificate Retired on August 7, 2017

Just a reminder that on August 7, 2017, Salesforce's default client certificate (proxy.salesforce.com) was set to expire and for security best practice reasons they have decided to retire the use of this client certificate.

 

Details can be found on Pages 19 - 20.

 

Instance Refreshes

Upcoming instance refreshes are:

 

Sunday, September 17, 2017 (12:00 a.m. - 4:00 a.m. US Pacific Time): NA2, NA18, NA22, NA23, NA41

 

Sunday, September 17, 2017 (12:00 a.m. - 4:00 a.m. JST (Saturday, September 16, 2017 from 8:00 a.m. - 12:00 p.m. US Pacific Time): AP2

 

Saturday, October 21, 2017 (7:00 p.m. - 11:00 p.m. US Pacific Time): NA28

 

See Pages 8 & 22 - 26 for details.

 

Sign-up for Trust Notifications Now!

Did you know you can now subscribe to all trust notifications regarding your instances (both Production and Sandbox)?  Well, now you can!  Check out the Trust Notification User Guide which will walk you through getting signed up for notifications. 

 

See Page 9 for details.

 

NEW!  Plan and Prepare for Org Maintenance & Releases Site

Check out Salesforce | Success with Salesforce - Plan and Prepare for Org Maintenance and Releases.  The site has valuable resources on Instance Refreshes, Major Releases and more!

 

See Page 10 for details.

 

Continuous Site Switching & Secondary Instance Migrations

Salesforce continues to work at making sure their infrastructure is safe, secure, and solid.  As such they are implementing a new Continuous Site Switching program.  Details can be found here

 

See Page 11 & 12 for details as well as the upcoming schedule for the next 4 months!

 

Feature Retirements

See Page 13 for details, but the two that our customers need to be aware of are:

 

  • Salesforce Classic Mobile App to Retire on December 1, 2017 (See Page 29)
  • SOAP API Legacy Versions will retire in Summer '18 (See Page 28).
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A picture’s worth a thousand words, at least that’s how the saying goes. We at BMC Remedyforce are excited to share a fantastic picture showing the ever evolving Remedyforce Ecosystem !

Slide4.jpg

The picture above shows all the great integrations that Remedyforce has with other complimentary products. We continue to add partners to this picture to help our customers extend the use of Remedyforce within your company !

 

We are continuously building out the ecosystem around 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 Remedyforce administration interface. For custom requirements, Salesforce and Remedyforce offer a wealth of examples to build out integrations using web services.

 

This time, we’d like to showcase 'Cloud Coach' that helps expand the use of Remedyforce.

 

Managing Your IT Project Funnel

Managing your IT department uses skills you didn’t think you’d need again after passing your Econ class in college. Now, you find yourself balancing the demands of the company with the supply of budget and time to meet those demands.

 

Demand Management

Each year, you sit down and build annual plans, aligning structured upgrades and new projects with the strategic goals of the organization. You leave time for unplanned projects and special requests - because we all know, nothing goes quite according to plan.

 

Unfortunately, those additional requests don’t march into your queue in a nice straight line. They come in from emails and help desk tickets, meetings, and quick hallway conversations. Those requests are typically incomplete, missing details about business impact, budget, and timeline.

 

By capturing those requests in a centralized ITSM system, you can begin to build your IT project funnel.

 

Scoring & Prioritization

One benefit of centralizing requests in your ITSM is the ability to score and prioritize requests. Since part of the IT economy is allocating limited resources, you need to give attention and resources to the project with the greatest strategic impact.

 

One of the easiest ways to do this is through a scorecard approach. With a scorecard, you can weigh the benefits like impact to the organization against the financial and time costs.

 

When prioritizing projects, also consider where they fit within your project portfolio. While one project may have a lower score overall, it may contribute to a high visibility strategic goal, which means you need to give it more attention.

 

Approval Process

Once you’ve determined the highest priority projects, it’s time to send your projects through an approval process to confirm executive buy-in. If you’re managing a team of program or project managers, the approval may go to the VP of IT, CIO or CTO. For smaller teams, the executive team may be part of the approval process.

 

Whether you have a single step authorization or a multi-level approval process, it’s important to have a streamlined system to give stakeholders all of the information they need to make an educated decision.

 

An Integrated System

A well-integrated ITSM system can give you the tools you need to streamline this the entire IT project funnel process, giving you a centralized location for all of your IT project demand intake.

 

As a BMC Remedyforce user, you can enable this by adding a project management tool, like Cloud Coach, to your existing IT infrastructure. Of course, Cloud Coach doesn’t just help you with your project intake; it also provides a full suite of tools for project execution. Learn more about how you can integrate project management with BMC Remedyforce at our free webinar on Thursday, August 31. Register now >>

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Update: September 2017

Retirement of Default Certificate affects SAML Single Sign On into Salesforce

Salesforce continues to work on the default certificate expiration.  For Security best practices, they will retire the use of the proxy.salesforce.com client certificate with the Salesforce Winter 18 release (to be rolled out starting October 6, 2017...SAFE HARBOR).  During the Winter '18 release, your SAML Single Sign-On configurations that use the proxy.salesforce.com default certificate will be switched to a self-signed certificate automatically.  For more details, please refer to this Salesforce Knowledge Article.

 

========================== 

 

Due to the upcoming expiration of the default client certificate (proxy.salesforce.com) and for security best practices, Salesforce will retire the use of this client certificate on August 7, 2017 at 9:30AM US Pacific Time (16:30 UTC).  Customers using the following features may be impacted:

 

  • Single Sign-On using Service Provided (SP)-Initiated SAML
  • Delegated authentication
  • Workflow automated messaging
  • AJAX proxy
  • PageReference.getContent() Apexcall
  • PageReference.getContentAsPDF() Apexcall

 

We highly suggest you refer to the following Salesforce Knowledge Article for details and questions.

 

https://help.salesforce.com/articleView?id=000240906&language=en_US&type=1

 

In this document Salesforce provides the actions you can take to mitigate this retirement.

 

Additionally, there is a great discussion on this within the Salesforce Success Community, Official: Salesforce Infrastructure group which can be found here:

 

https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F930000000XZHr&fId=0D53A00003BtBcy&s1oid=00D3…

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A richer user experience of using self-service

We are excited to launch a new set of features in Self Service 3.0 that improve usability. With the introduction of search and filtering, clients can quickly find their requests. Admins now have much more flexibility in controlling what data is displayed on the record card in My Activity. It is now possible to provide a richer experience of browsing the service catalog through rich text content. The ability to return to Salesforce within the same browser tab has been introduced. User lookups have been enhanced with users' profile photo and other profile attributes, making it easier to identify other users.

 

Easily navigate through My Activity with Search and Filter

Records in My Activity are now displayed in the order they were created. Edits to records by staff update last modified date, but created date does not change. This sort order aligns with most clients' preference of viewing records by the date they were created. Clients can now search for records in My Activity. Fields of data types text, email, and phone can be searched, facilitating search on almost all fields. Records appearing in My Activity can be filtered on not just the type of record, such as Ticket or Service Request, but also on State and Status. Moreover, the system remembers the client's filters, and automatically applies them the next time they return to My Activity.

 

Customize record card

Admins have more flexibility in controlling the information displayed on the record card in My Activity. The new appearance of the record card makes it consistent with that in the Salesforce1 mobile app for self service. A common field set controls the structure of the record card in Salesforce1 and Self Service 3.0. Long text fields are automatically terminated to allow the client to focus on the important attributes of their records. Content on the record card additionally includes labels, formatted differently than field values.

 

Draw client's attention to actionable requests

Service desks must close requests to the satisfaction of clients, yet there are times when certain requests are pending client action. This could be additional information asked by the service desk, or a request to confirm resolution provided. Records that require clients' action are flagged prominently in My Activity. Admins control which status values are actionable by clients.

 

Preview Service Requests

Rich text description added to service request definitions is displayed in service catalog, allowing clients to preview service requests before invoking them. This improves the user experience of browsing through service catalog to find appropriate service requests as well as the experience of browsing through search results. A new admin configuration governs screen space each service request can occupy. Depending on the number of service requests in a category, Remedyforce finds the most optimal way of displaying service requests in service catalog. Service request forms now make more efficient use of screen space to allow the client to focus on important information.

 

Performance improvements

Not only have we added new capabilities, but we have also improved performance. Our tests reveal high performance improvements in most actions as compared to Self Service 2.0.

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