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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).

 

20180911_150851.jpg

 

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.

 

20180911_162026(1) (004).jpg 

 

Martin.jpg

 

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

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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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Overview

Most clients expect an easy-to-use self-service application. They should not have to be trained on how to use self-service. Some are not sure which specific transaction in the self-service application will fulfil their need at any given time.

 

In previous releases of Remedyforce, Self Service had a search box placed in the left sidebar. It was one among a number of links on the sidebar. Search results displayed in the main panel would be displayed in tabs. If the first tab did not have search results, it would not be intuitive enough for the client that they should click on other tabs to see if there are any search results. When clients do not find what they are looking for, they submit tickets. If the broadcast ticker on the home page did not attract the client’s attention, there would be no other way for them to know about important announcements.

 

In the Summer 18 release of Remedyforce, we are excited to launch Superbox, an enhanced search box that makes it much easier for end-users to find the info they are looking for. Superbox is displayed on the Self Service 3.0 Home page.

When a client enters a search string in the Superbox, the relevant self-help articles, service requests, common tickets, and broadcasts that matches the search criteria are displayed in their respective tabs. Clients can also view the total number of records returned by the search for each category in the respective tab headers.

Enhancements introduced through Superbox

Superbox provides the following enhanced search algorithm that returns more relevant search results.

  • If a search string contains any special characters (?, &, |, !, {, }, [, ], (, ), ^, ~, *, :, \, ", +, -, '), then these characters are removed while performing a search.
  • When Search Utility performs a search on individual words of a string, then the most common English words in the search string are ignored.

For example, if a client enters a search string as 'How to reset password', then words like how and to are ignored and the search operation is performed on the words reset and password.

How Superbox works

Based on the search string, Superbox search displays the relevant results for self-help articles, common tickets, service requests, and broadcasts.

  • Separate tabs are used to show the search results for different categories: Self Help Articles, Common Tickets, Service Requests, and Broadcasts.
  • When a client clicks a tab, respective search results are fetched and displayed in that tab.
  • Any changes made in the SuperBox search string refines the search results in the active tab.
  • If the active tab does not have any result, then that tab is shown as dimmed and the next tab that has results is shown as the active tab for the same search.
  • Ordering of the tabs is based on the settings configured by the administrator.

The following image shows Superbox on the Home page of Self Service 3.0.

SuperboxBlog1.jpg

The following image shows results for various categories in their respective tabs.

SuperboxBlog2.jpg

Records shown in the search result

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

  • Service Request tab: Shows only those request definitions that are active and set as online.
  • Common Tickets tab: Shows only those templates that are active and selected under common requests.
  • Self Help Articles tab: Shows only those knowledge articles that have the Display in Self Service check box selected and the status as published. All record types as well as custom record types are supported.
  • Broadcasts tab: Shows only those broadcasts in the list that are active, available for the date range, and have the Display in Self Service check box selected.

 

Viewing search results

  • Clicking a record from the search result opens the record in a pop-up window. For example, if a client clicks a record in the Common Ticket tab, the record opens in a pop-up window and the client can submit the ticket. Same behaviour is applied for service requests.
  • Clicking a knowledge article from the search result opens the knowledge record in a pop-up window and the client can submit the feedback for the article.
  • However, clicking a record in the Broadcast tab, opens a Broadcast pop-up window that has two sections. The bottom section displays the information of all broadcasts that are available in Superbox search result (only Priority and Message are displayed in the list). The top section shows details of the Broadcast that is selected from the bottom section.

SuperboxBlog3.jpg

Submitting a ticket or a service request

Administrators can configure a setting through which the clients can submit a ticket or a service request from the Superbox search page. To enable the setting, perform the following actions:

  1. Navigate to Remedyforce Administration > Configure Self Service > Incidents > Search result actions.
  2. Select one of the following options:
    • Submit Ticket: Shows the Submit a Ticket button to submit a ticket.
    • Submit Request: Shows the Submit a Request button to submit a service request. Select a service request definition that should be used by clients to submit the request.
    • None: Does not display any button on the Superbox search page.

SuperboxBlog4.jpg

Few considerations

  • Superbox feature is available by default to all users, as there is no option to opt-in or opt-out for the same.
  • When the Submit a Ticket button is available, then clicking it pre-populates the ticket description with the search string entered in SuperBox.
  • When the Submit a Request button is available, then clicking it does not copy the search string entered in Superbox in any of the service request form fields.

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/20-18-02-enhancements-811770431.html

https://docs.bmc.com/docs/remforce201802/en/configuring-superbox-for-self-service-3-0-815407050.html

https://docs.bmc.com/docs/remforce201802/en/settings-for-incidents-submitted-by-clients-801357381.html

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In this blog we will talk about one of the important aspect of Remedyforce configuration, how to make fields required to get right data. BMC Remedyforce is one of the powerful tool built on force.com platform. The platform gives lot of flexibility.  The success of Remedyforce implementation  is based on right foundation data setup along with industry best practices.

 

Let’s first understand why to make fields required?
  • Reporting – Imagine your boss or management  wants a report at end of month and the data does not exist as it was never populated. As they data was never captured, you can’t create required Reporting matrix.
  • Workflows or Automation – You may like to route records based on criteria  for example from Self Service you would like to assign Incidents based on Parent Category to specific Queue.
  • Email Alerts – You are sending email notification with  fields information however the fields are never set. The email notification is blank or incomplete. This is one of the common issues resulting in sharing incomplete and missing information with users.
  • SLA –  Most of the time SLA would be applied based on priorities or some criteria. You may like to make field required. Say your SLAs are on priority however Impact and urgency are not required resulting in SLAs not being applied
  • Data quality – Improves data quality and helps to get right and standard inputs from user.

 

What are ways to make field required in BMC Remedyforce

 

1.Field Level

You can make certain fields required on database level. You will hardly do this as Remedyforce admin. Note if you do this then this would be make it required irrespective of if field exist on the form or not.  Do not use this option as this will make field mandatory on module.

Use case – adding a new object or custom module where the say number is always required

 

2. Page Layouts or Field Set

These are based on layouts, this is most common way of making fields required and easiest way for Remedyforce administrator. Makes it required on first save/create.

Create > Object > Field Set> Double Click on field > double click on wrench icon

Use case – Make fields required on Console layouts

 

3.Validation Rules –

This is another way of making fields required conditionally.  This gives ability to make any fields required on selection of value in another field when record is Saved.

Create > Object > Validation rules

Use case - Resolution required on closure.

 

 

4. Service request

You can make fields required in the service request module in 2 ways.

Most common way - There is "Required" check box on Request definition configuration. Also, some field types like date and numbers may have Validate options to write simple validations easily.

Example- Make Start Date required on New Hire form

 

Using validation rule - You can also write normal validation rule which you can write to make Service Request fields required. This is great as gives ability to use powerful validation rule capabilities of Salesforce platform. You can use field mappings to store data and then apply validations. I will share detail steps in of the upcoming blogs.

Example – Check box cannot be made required using configuration, in this case use validation rule to make it required.

 

 

Let’s look at some of the best practices
  1. Never make fields required on database level. Option is available when you add new field. You may only need this for new table/object and application. Discuss with admins.
  2. Always check if you want to make field required on SAVE event or conditional. You may make it required on the field set instead of writing validation rules.
  3. Check if field validation applies to an Agent or it's profile specific or user specific.
  4. Always add validation rule which will apply only on open state. This will make sure they don’t trigger on closed records or don’t interfere with data loader updates.
  5. Use workflow rule field updates as an alternative to set values to set values if you do not want user to set values for reporting etc.
  6. Take advantage of Page layouts to create field required for teams.
  7. Always test every rule on sandbox using different type of users.
  8. Too many required fields will reduce productivity and time to close so get inputs from your team in UAT. Also poorly written validation rule can  degrade helpdesk usage.
  9. Instead of combining rules may like to use separate rules in some scenarios to give more clear error messages.
  10. Promote use of “Templates” for common issues, this will help to expedite to set right values on all the required fields.
  11. Keep Service request and Incidents field requirements separate on consoles – you may not need all fields required like Incidents on SR layout.
  12. Keep your agents informed. End users and Agents should be always informed about new validations or required fields and changes.
  13. Deactivate validation rules before data upload. Document them.
  14. Always give precise description and right error message.

 

What are the limits?
You can have up to 100 active validation rules per object for (Remedyforce Enterprise edition)

 

Common validation rules for Incident module

Please note – they any of these rules on Sandbox and test it before moving to production. The data and configuration may vary from org to org and may require changes!

 

Rule

Formula

Error Message

Description

Module

Cannot CLOSED Unless RESOLVED

BMCServiceDesk__Status_ID__c ="CLOSED" && $User.BMCServiceDesk__IsStaffUser__c = True && NOT ( PRIORVALUE(BMCServiceDesk__Status_ID__c) = "RESOLVED")

You cannot CLOSED the Incident unless it has been resolved First

Cannot CLOSED Unless RESOLVED

Incident

Closure Category Required on RESOLVED

ISPICKVAL( BMCServiceDesk__ClosureCategory__c , "" )&&(BMCServiceDesk__state__c = False || BMCServiceDesk__Status_ID__c = "RESOLVED") && $User.BMCServiceDesk__IsStaffUser__c = True

Closure Category Required

You cannot closed or resolved or close  the Incident unless Closure Category is populated

Incident

Resolution Required On RESOLVED

ISBLANK( BMCServiceDesk__incidentResolution__c )&&(BMCServiceDesk__state__c = False || BMCServiceDesk__Status_ID__c = "RESOLVED") && $User.BMCServiceDesk__IsStaffUser__c = True

Resolution Required

You cannot resolve or close Incident without resolution populated.

Incident

Cannot go directly to  CLOSED

PRIORVALUE( BMCServiceDesk__Status_ID__c)= "OPENED" &&BMCServiceDesk__Status_ID__c = "CLOSED" && BMCServiceDesk__firstCallResolution__c = FALSE

You cannot go from OPENED to CLOSED unless its First Call Resolution

You cannot go from OPENED to CLOSED unless its First Call Resolution

Incident

Queue Required

$User.BMCServiceDesk__IsStaffUser__c = True&&ISBLANK( Owner:Queue.QueueName )

Queue Required

Queue cannot be blank on new record

Incident

Staff Required on Closure

ISBLANK(BMCServiceDesk__FKOpenBy__c )&&(BMCServiceDesk__state__c = False || BMCServiceDesk__Status_ID__c = "RESOLVED") && $User.BMCServiceDesk__IsStaffUser__c = True

Staff Required

You cannot close or resolved Incident without staff populated

Incident

Responded Date Must be after Opened Date

AND(NOT(OR(ISNULL( BMCServiceDesk__respondedDateTime__c ),ISBLANK( BMCServiceDesk__respondedDateTime__c ) ) ), BMCServiceDesk__respondedDateTime__c < BMCServiceDesk__openDateTime__c )

Responded date must be after Opened date

Responded date cannot be before opened DATE

Incident

 

 

Tips for Remedyforce admins
  • Want to apply rule only to open records  BMCServiceDesk__state__c=true
  • Want to apply rule only to use $User.BMCServiceDesk__IsStaffUser__c = True
  • Want to apply rule to only Incidents and not service request use  BMCServiceDesk__isServiceRequest__c= False
  • Want to apply rule to specific profile use example $Profile.Name=”ServiceDesk Staff”
  • Want to apply rule for specific user use example $User.Username=”kedar.zavar@cloudaction.com Note – use IDs preferably instead of strings
  • Want to apply rule for specific role use example $UserRole.Name=”RF Staff”
  • You can make attachments required on Remedyforce request definition form see additional options
  • You can also use custom settings with validation rules. This would be covered in future blog.
  • You can also use formula fields for complex validation rules
  • You can easily move validation rules from sandbox to production using change sets

 

What’s next  for Remedyforce administrator?

 

Happy Administration!

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I want to thank all of the Remedyforce customers and partners who supported and promoted this project over the last several months especially those who allowed me to interview them (sometimes several times) digging deep, discussing roles and processes to clarify the specific needs/opportunities for improvement within the Remedyforce CMDB.  We gathered some great insight and as a result, created a detailed survey with the enhancements to rank for future consideration.

 

Due to your efforts, we received a high number of survey responses from customers and partners all across the globe. Below are the results of the survey which ranked the 22 enhancements identified during the in-depth interviews:

 

Note: For more details on these enhancements, you can refer to the survey page which contains a guide with the enhancement details for more context.

 

RankEnhancement
1(S1.1) Search Results & Controls - More detailed search results and controls
2(S6.1) Linking & Searching CIs - Deliver a consolidated, single method for linking CIs
3(S5.1) More Intuitive CMDB Experience - Creating CIs
4(S6.2) Linking & Searching CIs - Deliver a consolidated method for searching & selecting CIs
5(S7.1) Filtering - Provide a filter option on any column heading search results
6(S10.1) Displaying & Organizing Fields/Data - Allow administrators to move fields across tabs
7(S9.1) Data Segmentation - Allow administrators to define a user's data access and controls
8(S5.2) More Intuitive CMDB Experience - Relationships
9(S5.3) More Intuitive CMDB Experience - View multiple records
10(S10.3) Displaying & Organizing Fields/Data - Allow admin to create groupings (label & box)
11(S10.2) Displaying & Organizing Fields/Data - Allow administrators to create new tabs
12(S11.1) Specialized Activity Forms - Provide configurable forms to support targeted activities
13(S12.1) Improved & Simplified Searching - Consolidate and expand the scope of searches
14(S2.2) User Configuration - Enable users to control how they view data
15(S9.2) Data Segmentation - Provide option for more granular access to admin options
16(S3.1) Export List Views
17(S8.2) Viewing & Navigating Classes - Provide users with the option to select favorite classes
18(S4.1) More Intuitive Import Option
19(S8.3) Viewing & Navigating Classes - Display the record count on the class folders
20(S6.3) Linking & Searching CIs - Always show the selected filter on the link search page
21(S8.1) Viewing & Navigating Classes - Provide a page for administrators to hide classes
22(S10.4) Displaying & Organizing Fields/Data - Use available whitespace

 

As mentioned above, we will leverage these rankings when considering upcoming releases.  Thank you.

Richard Would

GDPR & Remedyforce

Posted by Richard Would Employee Jul 18, 2018
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There is a 4 letter word that provokes an almost primal response in people across the globe in recent times... G D P R – which I’m sure I don’t need to explain the meaning of to anyone here, but basically it stands for the new General Data Protection Regulation.

In my role as a BRM for the BMC Remedyforce product I regularly field questions from customers around the 'compliance' of Remedyforce with GDPR. So let’s clear one thing up, GDPR does not relate to specific applications and in fact Salesforce explains GDPR as follows:

 

'GDPR establishes rules for how companies, governments, and other entities can process the personal data of data subjects who are in the EU'.

 

For further information there is a great Salesforce Trailhead here: https://trailhead.salesforce.com/modules/european-union-privacy-law-basics

So, what is considered 'Personal Data' in Remedyforce terms, I hear you ask:

Personal data can include data such as name, phone number, email address, government ID numbers, locations, credit card numbers, IP addresses, and similar information that can identify an individual personally. This information comes from the user directly, from a database, or is imported from other external sources. The following out-of-the-box objects might have personal data and as a result the GDPR requirements need to be considered. In addition to these, there might be additional objects in your environment based on your customisations and configuration that need to be considered.

  • User

  • Incident/Service Request
  • Task
  • Change Request
  • Base Element

 

GDPR sets out various key requirements: https://www.eugdrp.org/

gdpr.png

 

The above requirements are addressed by specific Salesforce features/processes, but one key item to mention is the Right to be Forgotten.

Your end users may request for deletion or removal of their personal data in situations such as the following:

 

  • When the data is no longer needed for the original purpose.
  • When an individual withdraws consent.
  • When an individual objects to the processing of data and the controller has no overriding legitimate interest in the processing.

 

Based on the organisation's policies, administrators might choose to anonymise or delete the data by using the following methods:

  • User records cannot be deleted. However, they can be deactivated to prevent further usage. The values in the required fields, such as email and username, can be changed to anonymise the data. If the organisation uses Contacts or Leads for storing data for individuals, then records can be deleted or anonymised.

 

  • If records associated with an individual are to be deleted, then administrators can find the associated records, such as incidents, tasks, and change requests, and delete them. Deleting these records automatically deletes the related child records. For example, deleting an incident automatically deletes action history, service targets, notes, attachments, and chatter posts that are associated with this record.

 

  • Additional steps might be taken to identify and remove any personal data in an unstructured data or free form text fields. Administrators can find and remove all references to an individual by performing a global search in Salesforce. After identifying the records, data can be replaced with generic information or can be manually removed.

 

For more information about data deletion, see Data Deletion for the Salesforce Platform

 

BMC has some great information on how our products can help you to minimise the impact of the new GDPR:

https://www.bmc.com/it-solutions/gdpr-compliance.html .

 

And finally, the following link provides information relating to GDPR and other regulations:

https://help.salesforce.com/articleView?id=data_protection_and_privacy.htm

 

As always, for further information on this or any other topic please speak with your Remedyforce BRM or email RemedyforceSuccess@bmc.com

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In Summer 18 we continued to add value to Self Service 3.0. The new features are a combination of new functionality and enhanced usability. Superbox provides enhanced search capabilities and makes it easier to submit tickets from search results. Smart Suggestions match available resources with a client’s request and return the most relevant results. Lookup filters for CIs and Assets show clients a shorter picklist to choose values from. Records on My Activity can now be exported for offline viewing.

 

Superbox

The search field has been moved from the sidebar to the main panel. Features of Superbox are:

  • Wider and resizable search field
  • A more efficient search algorithm
  • Counts of search results on result tabs
  • Option to create ticket or service request from search results
  • Broadcasts returned in search results

As in previous releases, Service Requests and Common Ticket Templates can be shown together or separately; and Self Help Articles can be displayed as the first tab, ahead of Common Tickets and Service Requests. Also, search results include only those records that the client is entitled to.

 

Watch this video for details.

 

Smart Suggestions

Smart Suggestions work on incidents and recommend resources such as self-help articles, service requests, common ticket templates, and broadcasts on the basis of keywords. Features of Smart Suggestions are:

  • Activated when a client enters data in certain fields on an incident form
  • Only those resources that a client is entitled to access are displayed
  • Can be configured to display self-help articles, service requests, common ticket templates, and broadcasts

By drawing clients’ attention to self-help articles and standardized request templates, the service desk can reduce volumes of incidents and increase end-user satisfaction. By bringing broadcasts to clients’ attention, they can prevent incidents for known issues such as service outages. Smart Suggestions can also promote Level 0 support through the increased use of the knowledge base.

 

Watch this video for details.

 

Lookup Filters for CIs and Assets

Admins now have a way to restrict picklists for CIs and assets to display just those CIs and assets that clients are allowed to access. When enabled, this feature allows clients to view:

  • CIs and assets linked to their account
  • CIs and assets linked directly to them

Linking CIs and assets to accounts is a highly scalable option in situations where a standard list of CIs and assets must be exposed to all clients linked to an account.

This additional filter by account/client works in Self Service 3.0 only. Staff will be able to access all CIs/assets from Console subject to lookup filters already created previously.

 

Watch this video for details.

 

Export My Activity

Records displayed in My Activity can now be exported to a CSV-formated file for offline analysis. This allows clients to import the exported file into spreadsheet tools such as Microsoft Excel and analyze offline by leveraging spreadsheet tool functionality. All records appearing on My Activity are exported.

 

Watch this video for details.

 

We hope customers find these features useful to increase adoption of Self Service 3.0.

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How's the summer going?  It's been a busy month around here what with pushing Winter 18 Patch 3, releasing Remedyforce Summer 18, and we still have more to come!  But first, let's review the Salesforce July 2018 Tech Update!

 

*NEW* 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 able to see the file detail page to preview the file.

 

Details on Page 6.

 

URL Format Change

In the Salesforce Summer '18 release, 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.

 

Details on Page 7.

 

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 is adding a new connected app preference to control display of the full content push notifications outside the Salesforce mobile apps (e.g. on device's lock screen).  This preference will be ON by default.

 

For more details see Page 9.

 

Instance Refreshes

EU11:  Saturday, August 18, 2018 between 22:00 - 02:00 UTC

(Instance name will change to either EU17 or EU18 after refresh)

 

NA3, NA6, NA30, NA31: Sunday, October 21, 2018 from 02:00 - 6:00 UTC

 

See Page 14 - 17 for details.

 

Salesforce System Maintenance Schedule

Schedule is always up to date and you can opt-in for notifications from trust.salesforce.com.

 

Details on page 24.

 

Feature Retirements

  • SOAP API Legacy Versions will retire in Winter '19.  For details see Page 29.  SOAP API Legacy versions that will no longer be supported are 1.8, 2, 2.2, 2.5, 3, 4, 5, and 6.
  • Chatter Desktop is now retired.  See page 30 for details.

 

 

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The following Alert was posted by Salesforce and we wanted to make sure our Remedyforce customers are aware of potential changes.

 

Who is impacted by this change?

Partners with smaller, low complexity customers that are ready to be transitioned to Lightning Experience and are selected for the Auto-Transition program.

 

What is the change?

Salesforce has launched a program to enable Lightning Experience for select smaller existing customers whose orgs are best prepared for an easy, uncomplicated transition experience.

 

When Salesforce selects customers for the Auto-Transition program, they are notified through in-app communications (for users and admins) and emails (for admins only), which provide guidance on how to prepare for the transition.

 

Customers can delay the transition at any time after they received the first round of communications. After an org transitions to Lightning Experience, users can switch themselves back to Salesforce Classic as needed.

 

This program begins with our Summer '18 release, where the auto-transition pilot program will include a select group of Sales Cloud customers who are ready for Lightning Experience. Salesforce is planning to expand this initial pilot to additional customers throughout the rest of the fiscal year.

 

What action do I need to take?

Salesforce recommends that customers take advantage of this feature to encourage Lightning Experience adoption by their users.

 

However, customers have the option to delay if they are not ready to move to Lightning Experience. Customers can still switch back to Salesforce Classic via the Switcher, and admins can default the org back to Salesforce Classic if they choose to do so.

 

Note that if a customer hasn’t received Auto-Transition emails and in-app notifications, they are not involved in the program at this time and no action is required on their part.

 

Where can I go for more information?

As this is currently a limited pilot, no additional information is available at this time. As Salesforce rolls out this program to additional customers, publicly available information will be available to customers.

 

What if I have additional questions or concerns?

For additional details please refer to Encourage Users to Adopt Lightning Experience and Encourage Users to Stay in Lightning Experience.  There is also a Knowledge Article:  Delay Your Org's Transition to Lightning Experience.

 

Otherwise, please feel free to reach out to your Business Relationship Manager or Remedyforce Support.  As of Remedyforce Winter 18 all of Remedyforce has been tested and is supported under the Salesforce Lightning Experience.

 

 

Sidenote

This should only impact those users who may have the Lightning Experience User permission which can be assigned via a profile or a permission set.

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It's summer time and the living is easy, or, depending on where you live, it may be hot, Hot, HOT!  Either way, we've got some hot new features for you plus we have some things that are "in flight" that we can't wait to talk to you about!

 

Self Service 3.0 Enhancements

  • Enhanced Search:  The search box has been moved from the side bar to the main panel allowing more room and includes Broadcasts in the search results.  It also has the option to create a ticket in case the client cannot find what they are looking for
  • Smart Suggestions have been added to Self Service 3.0
  • Allow for filtering of Configuration Items/Assets based on Account and Client
  • Allow clients to export their list of Incidents and Service Requests including those of others if they have the right to manage

 

Remedyforce Console

  • Extend Page Layouts to support Change Requests
  • Allow assignment of Status’ based on Page Layout
  • Productize custom setting (Console_LayoutAccessValidation) so customers don’t have to modify a custom setting
  • Allow admins to restrict staff access to records when the Staff and Client are the same
  • Allow staff to select their preferred landing page within the Console
  • Allow staff to have more than one list view open within the Console (for example to have both the Incident list and Task list open at the same time)

 

Activity Feed and E-mail Conversation

  • Allow for staff to reply to E-mail directly within the Activity Feed
  • Add the ability to have all Actions available from Activity Feed
    • We also have added an icon to identify those actions that are shared with clients via Self Service
  • Support for sending and viewing Rich Text Emails from Activity Feed
  • Add back Staff and Client links to records from within E-mail
  • Allow staff to add merge fields into emails
  • Support for Staff E-mail Signatures

 

Service Level Management

  • Allow for logical grouping of Service Targets (including support for AND, OR, and parenthesis grouping

 

CMDB Improvements (ongoing)

  • We've been hard at work talking to customers and identifying improvements we can make to our CMDB both in way of user interface and usability.  Work will continue in the next release.

 

[ALPHA] Remedyforce Chatbot

  • We have started work on a Remedyforce Chatbot that will help your clients and do the heavy lifting in getting users to exactly what they need!
  • Still Alpha but we'll soon have something we can demo and talk about what's coming next!

 

Call to Action

 

 

 

 

Lastly, for the first time, we're making our Insights Deck available to you in PDF format with additional links to the documentation for the feature as well as demos of the feature.

 

As always...thank you for being our customer and being a part of the BMC Remedyforce family! 

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The release of Remedyforce Summer 18 brings some great enhancements for Remedyforce administrators and clients. Here are my “summertime” favorites. Please click the link to see details   Remedyforce Consulting: Remedyforce Summer 18 Is Here!

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