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BMC Helix Remedyforce

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Salesforce Winter '20 is now Live!

All Production and Sandbox environments are now on Salesforce Winter 20!  See page 5 for details.

 

CORRECTION: Lightning Experience Critical Update Will Activate in Jan. 2020

Originally Salesforce had announced that this Lightning Experience Critical Update would be turned on with the Salesforce Winter 20 roll-out; however Salesforce just recently announced that the roll-out is now delayed and will activate in January 2020.  See page 6 for details.

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

NA32, NA53, NA60: January 19, 2020, 03:00 - 07:00 UTC

 

See page 8 for details.

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

January 19, 2020, 03:00 - 07:00 UTC

NA32 --> TBD at least six weeks before

NA53 --> TBD at least six weeks before

NA60 --> TBD at least six weeks before

 

See pages 9 for details.

 

Feature Retirement Monthly Digest

Salesforce will be launching a new Salesforce Feature Retirement monthly digest.  This consolidated view is now your single point of communications about all upcoming retirements that impact your Salesforce ogs.   This digest is scheduled for the third week of October.   See page 21 for details.

 

Upcoming Feature Retirements

There are quite a few retirements being announced and can be found on page 22.  Below are the ones we think could have an impact on our Remedyforce customers.

 

  • Legacy Folder Sharing                                      End Date: June 1, 2020       Learn more
  • Salesforce Mobile Web Experience                  End Date: June 1, 2020       Learn more
  • Lightning Platform Legacy API Versions           End Date: October 1, 2020  Learn more

 

See page 22 for details and other feature retirements.

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Hello BMC Helix Remedyforce Family,

 

We are happy to announce a new 'Meet The Champions' blog post series, to spotlight those awesome members who dedicate their time to help other members of our community. You might have seen them replying to your questions (or others'), and sharing wisdom to make this a better place to be. We thank them, and we feel it is time the whole community get to know them better! Spotlighted champions will also be invited to be a part of an exclusive community, where they can interact with other champions on improving the overall BMC Communities experience.

 

In our very first edition, kedar zavar talks about his experience with BMC Communities, personal life, and more!

 

 

Q. Do you remember how you were introduced to BMC Communities? What was your journey like?

Being part of BMC family, my goal has always been to help our customers. BMC community is great place to collaborate. It all started with helping someone I knew and now its like habit. Can’t see any question unanswered!

 

Q. Tell us a bit about your work and goals?

I work as Solution Architect at Cloudaction. I am passionate about improving customer ITSM process and solving issues. Worked on 150+ engagements. I have multiple Certifications in Salesforce, ServiceNow, ITIL. My goal is to have best knowledge in ITSM. Always keen to learn more.

 

Q. What draws you to participate in BMC Communities?

I enjoy solving customer issues.  What I have learnt is when you share knowledge with others, it helps deepen your own knowledge and engrains what you know! Love engaging in those conversations.  Helped me to learn more.

 

Q. Did you make any new friends in BMC Communities? Do you have any stories to share?

Indeed!  I believe sharing knowledge is the most fundamental act of friendship. I have made many friend and followers! The list is growing each day.

 

 

 

Q. Do you have any message for the new members of BMC communities?

Do not hesitate to ask!  Keep sharing!

An investment in knowledge always pays the best interest.” ― Benjamin Franklin

 

Kedar collage.jpg

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Q. What  is your favorite movie(s)?

Pirates of the Caribbean: The Curse of the Black Pearl! Love Jack Sparrow!

 

Q. Who is the greatest player in your favorite sport?

Coming from India, I am passionate about Cricket.

Sachin Tendulkar - Indian batting legend. 

 

Q. What was the best vacation you have had?

Italy – Capri. One of the most beautiful places on Earth!

 

Q. How do you like to spend your spare time?

     I love gardening - growing my own greens.  I am also a soccer coach.  Enjoy cooking.

 

Q. Any cool story behind choosing your unique ‘Rfuser’ username for BMC Communities?

     It’s my lucky user “Remedyforce User”. That is my test user 

 

Q. If you could pick one thing that could be made better in BMC Communities, what would be it?

Make mobile app for communities more intuitive.  Would like to see MVP program for BMC communities just like this

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Thank You Kedar, for all the wonderful work you are doing here!

Community members, please make sure that you visit Kedar's profile, and click 'Follow' (in 'inbox' if you wish to be notified on all activities) to be in touch with him, and be updated.

 

If you have had an interaction with Kedar that helped you, feel free to share with us in the comments below!

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Overview

 

All companies have certain departments that provide services to the company’s employees. Typically, such departments are IT, Facilities, HR, Legal, Finance and a few others. Each department has a team that fulfills service requests for that department only. Certain departments, such as HR, often have service requests that are of a confidential nature. It is in the interest of the confidentiality of such requests that companies want to be able to have multiple service desks serve their employees for their respective service requests. Each service desk should have access to their department’s service request definitions, but not those of others.

 

Hence to address this pain point of staff users, BMC Helix Remedyforce Summer 19 release has now provided the ability to configure the request definition entitlement for Remedyforce Console and the Analyst mobile application. Through this configuration administrators can control the visibility of request definitions based on the account and profile/permission sets. For example, a staff belonging to the HR department can be restricted from viewing the request definition related to the Finance department or vice versa.

 

How to configure staff entitlement

 

Previously there was no option to configure the entitlement of request definition for Remedyforce Console and the Analyst mobile application. Configured entitlements for request definition was applicable for Self Service by default.

Summer 19 onwards, you will get an option Configure entitlement for, to configure the entitlement for Remedyforce Console and Self Service. You can access the option under Remedyforce Administration > Configure Application > Request definition and going to the Entitlement tab of the required request definition.

 

Note that any configuration made under the Remedyforce Console option will be applicable in Remedyforce Console as well as in the Analyst mobile application

 

How to configure accounts and profile/permission sets for entitlement

 

By default, the request definition is available to all users. To configure the request definition entitlement for the selected accounts and profile/permission sets, consider the following steps:

ü  Configure an account

        • Under Show request definition to, select Everyone or Selected Accounts option to configure the entitlement based on account. If you select the Selected Accounts option, then select some accounts from the Available Accounts list.
        • Note that All Accounts option is renamed as Everyone.

ü  Configure profile or permission set

        • Under Within Everyone or Selected Accounts, show request definition, select the required option. If you select Users of selected profiles or Users of selected permission sets, then select required profiles or permission sets from the available list.

Based on the configurations of accounts and profile/permission sets, request definitions will be visible to the logged in user.

 

The following screen shows the request definition entitlement configuration page.

Entitlement Configuration.PNG

Consider the following examples:

·        Flyn Walter belongs to the Acme account and profile as HR Manager

·        Sion Moore belongs to the Global Media account and profile as Finance Staff

 

The following table shows the request definition visibility to users based on different configurations.

 

Account Configuration

Profile/Permission set configuration

Visibility of request definition to User (who has linked account)

Everyone

Selected Account

All Users

Selected profiles

Selected Permission set

 

 

 

 

 

 

Visible to all users

 

 

 

HR Manager, Finance Manager, Finance staff

 

Visible to Flyn Walter and Sion Moore.

Also visible to those users who have HR Manager, Finance Manager, or Finance staff profiles

 

 

 

 

Maintenance Administrator

Not visible to Flyn Walter or Sion Moore,

Visible to only those users who have the Maintenance Administrator permission set assigned.

 

Acme, Gene point

 

 

 

Visible to Flyn Walter.

Also visible to users of Acme and Gene Point accounts.

 

Acme, Global Media

 

Finance Staff, Finance Customer

 

Visible to Sion Moore.

Also visible to users of Acme and Global Media accounts along with Finance Staff or Finance Customer profile

 

Acme, Global Media, Gene point

 

 

Health Corporator, Medical University Administrator 

Not visible to Flyn Walter or Sion Moore.

Visible to users of Acme, Global Media and Gene point accounts along with Health Corporator or Medical University Administrator permission set.

What happens when logged in user do not have a linked account

 

When a user is not linked to an account, the entitlement will be based on the setting Restrict entitlement for users who do not have a linked account, which is available under Remedyforce Administrator > Application setting > General Application Setting.

 

With respect to this setting, the entitlement will be as follows:

  • When Restrict entitlement for users who do not have a linked account setting is enabled and account configuration is set to:
    • Everyone: Visibility of request definition depends on the profile and permission set settings.
    • Selected Account: Request definition will not be visible.
  • When Restrict entitlement for users who do not have a linked account setting is not enabled and account configuration is set to:
    • Everyone: Visibility of request definition depends on profile and permission set settings.
    • Selected Account: Visibility of request definition is depending on profile and permission set assignment setting.

 

Please refer below table for more clarification

 

Everyone (All Account)

Selected Account

Setting: Restrict entitlement for users who do not have a linked account

Access of request definition to user who do not have account linked to it

 

-

 

Visibility is depending on profile or permission   set configuration

 

-

False

Visibility is depending on profile or permission   set configuration

-

 

 

Not Visible.

-

 

False

Visibility is depending on profile or permission   set configuration

Note that these changes are applicable throughout the product where request definition entitlement is honored.

 

How to restrict the record access of the non-entitled service request

 

To add an icing on the cake, in addition to entitlement configuration, ability to restrict the access to service request is provided. To avail this functionality, administrators can select the checkbox Restrict access of service requests to users who do not have entitlement to the underlying SRDs from the Entitlement tab of request definition. As of now, this setting is available only for Remedyforce Console configuration option.

Once this setting is enabled and if the logged in user is not entitled to request definition, then created service request of the respective request definition will not be visible from Remedyforce Console and Analyst mobile application. However if the user tries to open the service request, an error message is displayed on Console and the Analyst mobile application.

 

Where the Remedyforce console configuration changes are applicable

 

After the entitlement configuration, logged in user will see only the entitled request definitions. The entitlement request definition is honored in the following areas.

  1. Remedyforce Console > Incident/Service Request > Request definition lookup field
  2. Remedyforce Console > Incident/Service Request > Typeahead result of request definition lookup field
  3. Analyst mobile application > Incident > Request definition lookup field (if this field is added in field set)

 

Considerations

 

  1. Any existing entitlement configuration prior to this release will be applicable only for Self Service, and it will be displayed on selecting Self Service option from Configure entitlement for.
  2. By default, all the request definitions will be visible to Remedyforce Console and the Analyst mobile application.
  3. Entitlement will not be applicable for any custom request definition lookup created on incident or service request form.

 

Settings applicable for this feature

 

  • To configure entitlement for Remedyforce Console and the analyst mobile application
    • Remedyforce Administration > Configure Application > Request definition > Entitlement tab of Request definition
  • To restrict the access of service request of non-entitled request definition > Select Remedyforce Console option in Configure entitlement for of Request definition record
    • Remedyforce Administration > Configure Application > Request definition
  • To restrict request definition for users who do not have a linked account
    • Remedyforce Administrator > application setting > General application setting > Restrict entitlement for users who do not have a linked account

 

References

 

Thank you for reading this blog. I look forward to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature. If you need further information, you can refer following links:

 

  1. https://docs.bmc.com/docs/display/remedyforcemaster/.Creating+and+configuring+an+SRD+v2019.02
  2. https://docs.bmc.com/docs/display/remedyforcemaster/.General+settings+for+Remedyforce+v2019.02
  3. https://communities.bmc.com/ideas/19469                                                             

 

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What is the Services and CIs slider

 

Prior to Summer 19 in the Remedyforce Console, there wasn’t a single place to link, manage and view Services, Cis and Assets.  A user had to switch between multiple tabs to link or unlink these  records. For example, a user had to link the primary CIs and services to a record by using the main tab and link the additional CIs by using the Details tab of Remedyforce Console. Through the main tab, only one CI record could be linked, while through the Details tab multiple records could be linked. As the data from the tabs did not sync, there was no way to see a consolidated list of associated records in one place.

The Services and CIs slider was introduced in Summer 19 release to provide an intuitive, consolidated, and a single view for linking one or more records. Now user can link, unlink, and view all CIs of a record by using the Services and CIs slider along with quick access to CMDB Actions and CMDB Explorer.

 

Enabling Services and CIs slider

 

For fresh installs

 

This Feature is an Opt-In feature and by default enabled for fresh installs.

 

For upgrade organizations

 

For upgrades, this feature is disabled by default. To enable the feature in upgraded organizations, the setting, Enable Services and CIs, is provided in Remedyforce Administration. You can navigate to the setting through Remedyforce Administration > Application Settings > Consoles > General Console Settings.

ci1.png

How Services and CIs slider works

 

Services and CIs slider is available for the following Remedyforce Console modules and accessible by administrators, staff, and change managers:

  • Incident
  • Service Request
  • Task
  • Problem
  • Change Request
  • Release

 

Design of the Services and CIs slider is similar to Activity Feed and it is placed below Activity Feed.

slider.png

 

Services and CIs slider is not expanded by default. User needs to click the Services and CIs header to expand it and view the contents.

 

When you click the header of the Services and CIs slider, the panel slides out in the same manner as Activity Feed. The panel shows the consolidated view of all CIs and Services.

cislider1.png

 

For the Incident module, by default two sections are provided, Primary CIs and Services and Additional CIs and Services. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, then those fields along with the default fields of the fieldset are shown in the Primary CIs and Services section.

Note: If you move any of the OOTB lookups from the Console – Service and CI fieldset, they will not appear on the slider.  They must remain in this fieldset.  The same applies for custom lookups; for them to appear on the top half of the slider, they must be assigned to this same fieldset.

 

For the rest of the modules (Change requests, Tasks, Problems, Releases) by default only one section, Additional CIs and Services, is provided. However, to display the Primary CIs and Services section, the Console - Service and CI fieldset is provided out-of-the-box from the Summer 19 release. If you add custom lookup fields to the Base Element object and to the Console - Service and CI fieldset, Primary CIs and Services section is displayed that shows the custom fields.

 

Primary CIs and Services

 

The Primary CIs and Services section shows:

  • All the Base Element lookup fields (both OOTB and custom) that are included in the OOTB Console - Service and CI fieldset.
  • The primary service, service offering, and CI or asset attached to a record.

 

The Primary CIs and Services section has two modes – View and Edit.  By default, the section is shown in the View mode, therefore, all the fields are in the read-only mode.

Clicking the Edit icon opens the Edit mode. Values of primary fields in this section can be added, updated, or cleared in this mode.

cieditmode.png

 

For all the primary fields, the Edit mode displays:

 

Element

Description

Text box

Displays the selected primary field values. You can select primary field values by using type ahead in the text box.

citypeahead.png

Lookup icon

Opens the Base Elements window. From the Base Elements window, you can select a service, CI, or asset. The Base Elements window also provides the advanced search option to specify multiple criteria for a search. For details, see Advanced search criteria for selecting a CI.

advfilter.png

Clear icon

Unlinks a CI or a service. 

Cancel icon

Cancels the changes and restores the View mode.

Save icon

Saves the changes and restores the View mode.

 

After selecting the primary field values in View mode, clicking the instance name hyperlink opens the Instance Editor in a separate browser tab.

 

A mouse hover on the tool tip icon displays the information relevant to the linked item.

citooltip.png

Additional Services and CIs

 

The Additional Services and CIs section shows Additional CIs and services linked to a record. It also shows the following elements.

 

Element

Description

Link Services and CIs to <Module_Name>

Links additional Services and CIs. Clicking the Plus icon opens a pop-up with all available Services and CIs. You can select them and link to record.

ci2.png

Lookup icon

Advanced Filter option is provided to perform a search based on multiple criteria. This advanced search is similar to one provided on the main CMDB page excluding the option to save an advanced search.

Minus icon

For unlinking the Services and CIs from record, use the Minus icon.

Filter

The Filter options is provided for both Instance name and Class name columns to filter the additional Services and CIs.

 

cifilter.png

 

You can perform sorting on both the Instance Name and Class Name columns.

 

In case of more than 100 linked Services and CIs, only the first 100 linked Services and CIs are shown in the list along with the record count shown in the header.

cimorethan100.png


The following functionalities, which are available in Agent Tools of a record, are also provided on the Services and CIs slider header:

  • CMDB Explorer 
  • CMDB Actions 
  • Impact Analysis 
  • Collision Indicator

ciagenttool.png

 

These options are displayed according to the record type as follows:

 

Record type

CMDB Explorer

CMDB Actions

Impact Analysis

Collision Indicator

Incidents

Yes

Yes

No

No

Change requests

Yes

No

Yes

Yes

Tasks

Yes

No

No

No

Problems

Yes

No

No

No

Releases

Yes

No

No

No

A few considerations

 

  • The Primary CIs and Services section in the Services and CIs slider displays the linked items. You can also view the linked items in the Service, Configuration Item, and Asset Details section of the <Record> form.
  • Auto refresh will reflect the selected / modified CIs on the main form as well.
  • In case of more than 100 linked Services and CIs, even though only the first 100 linked services and CIs are shown in the Additional CIs and Services section, the sorting, searching and filtering works on all linked Services and CIs.
  • User can also consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly

 

Troubleshooting

If a user is not able to view the slider even after enabling the setting, then check for the view access on the Base Element object for the user.

 

References

 

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature etc.

 

If you need further information, you can refer following links:

https://docs.bmc.com/docs/display/remedyforcemaster/.Viewing%2C+linking%2C+and+unlinking+CIs+from+a+record+v2019.02

 

can consider removing the CI/Service field set from the form layout in Incident and can use the Slider for all CI relationships at one place uniformly

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Snip20190503_1.png

Episode 15 "How Arcadis Creates a Consistent Approach to ITSM Globally for Customers"

 

Andy Hardwick, Director of Global Service Management Office at Arcadis, shares how the implementation of BMC Helix Remedyforce has supported Arcadis to provide a consistent approach to IT Service Management globally, to their customers.

 

Tune in to SoundCloud {Run & Reinvent Podcast} to watch podcast Run & Reinvent Podcast | Free Listening on SoundCloud

*Subscribe so you don't miss out of new podcasts and recordings*

Tips:

  • Do not forget to click 'Follow' from the action items on the right side of Run & Reinvent Podcast.
  • If there are specific topics that you would like us to cover, please mention them in the comments section below.
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Salesforce Winter '20!

Check out the key dates for Salesforce Winter '20.  Sandbox Previews started on September 6th.  Production release will be happening the first two weekends of October.

Details on Page 5.

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

NA32, NA53, NA60: January 19, 2020, 03:00 - 07:00 UTC

 

See page 7.

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

January 19, 2020, 03:00 - 07:00 UTC

NA32 --> TBD at least six weeks before

NA53 --> TBD at least six weeks before

NA60 --> TBD at least six weeks before

 

See pages 8 for details.

 

Feature Retirements

Salesforce Mobile Web Experience: Previously, you could experience Salesforce on your mobile device via the downloadable mobile app or through your mobile web browser.  Starting with Salesforce Summer '20, you will need to download the Salesforce app to access your Salesforce data on mobile devices.  See page 27 for details.

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What is Dynamic Field Rendering?

Earlier, the ticket page layout in Self Service was identical for all types of tickets and customers could only configure static layouts for users based on the user profile.

This model of a single page layout for all ticket types was inadequate to serve a use case where certain tickets required additional inputs from the client before the tickets can be attended by staff users. Furthermore, these additional inputs may not be relevant for other types of tickets and hence should not be exposed to the other ticket types.

To meet this requirement, Dynamic Field Rendering is introduced, wherein fields are rendered dynamically. Using the Dynamic Field Rendering feature, admins will be able to show or hide certain fields on the ticket layout based on the criteria configured by the administrator. When creating or modifying tickets in Self Service, customers can obtain additional information that is required to resolve tickets. The functionality is similar to the conditional rendering used in Request Definition inputs.

 

Why Dynamic Field Rendering for tickets?

When creating or editing a ticket, additional information required to resolve tickets doesn’t get captured. Often, the staff users must contact the client users to get that additional information for the ticket. To avoid this situation, you can configure the field display criteria and capture the required information when a ticket is being created or modified. 

Ticket layouts contain several fields. However, all fields may not be relevant to all types of tickets. By enabling the Dynamic Field Rendering feature, you can hide the irrelevant fields on a ticket layout.

 

Enabling and configuring Dynamic Field Rendering for tickets

Administrators can enable the Dynamic Field Rendering feature for Self Service 3.0 tickets and define field display criteria for all ticket layouts. The configured field display criteria are applied when creating or modifying tickets in Self Service 3.0. The ticket form shows relevant fields based on the client’s inputs.

 

Let’s look at an example.

 

Suppose the ticket category is Network Issue. In this case, you might need additional information, such as Network ID and Service Provider.

By enabling dynamic field rendering, administrators can configure the ticket layout in such a manner that the Network ID and Service Provider fields are displayed only when a client user enters the ticket category as Network Issue.

 

The following steps explain how these criteria can be configured.

 

1.      Click the Remedyforce Administration tab.

2.      On the Home page, click Configure Self Service > Ticket Layouts.

3.      Click Create/Edit Layout.

3.png

4.      On the Layout: Ticket tab, select the required ticket layout for which you want to configure the field display criteria.

5.      Select the available field sets.

6.      Select the Enable Dynamic Rendering checkbox.

7.      Click Save to enable the Define conditions link.

7.png

8.      Click Define Conditions. The Conditions pop-up is displayed.

9.      The Conditions pop-up contains the list of all the fields available in the layout.

Note: Common fields across the fieldsets are not repeated.

9.png

10.   Select the Configure Dynamic Display checkbox for the field that should be displayed based on a certain condition. For example, Network ID field. Once you select the checkbox, the Display if link is displayed.

a.      On Save, an error will appear on the UI, if admin has selected 'Dynamic Display' checkbox for a field but did not define criteria for that field

11.   Click the Display If link.

10.png

12.   From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

13.   From the Operator list, select the required operator.

14.   Click the Search icon and select category value. For example, Network Issue.

15.   Select the required logical operator.

16.   Click the Add icon. You can define a single condition or multiple conditions.

17.   Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

18.   Click the OK button.

19.   Click Save.

 

20.   To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.

 

How the Dynamic Field Rendering works

Once the dynamic field rendering criteria have been configured by the administrator for a specific Ticket Layout, Self Service 3.0 will honor the configured criteria when that layout is launched by the assigned persona. After Self Service 3.0 has been loaded, the details of the layout and conditions for different fields are fetched along with the client details that are required for dynamic rendering of fields.

Based on the conditions defined by the administrator for each field in the layout, if the values entered by client satisfy the conditions to render any field, that field is displayed, else it will remain hidden.

 

For example, in the previous section we have configured the criteria that if the client selects the Category as Network Issue, the form will dynamically render the Network ID and Service Provider fields: 

 

1.      As a client, log in to the Self Service 3.0

2.      Click Submit Ticket.

before_entering_inputs.PNG

 

3.      In ticket form, select the Network Issue category for which the condition has been defined.

4.      The Network ID and Service Provider fields are displayed on the ticket form.

after_entering_inputs.png

 

Few Considerations

 

1.      This feature will be Opt-in for both Fresh and Upgrade customers.

2.      Note that the Dynamic Field Rendering Dynamic Field Rendering feature is supported for Self Service 3.0 only.

3.      When Dynamic Field Rendering is enabled and a displayed field containing a value is later hidden due to a change in its controlling field values or if there are fields that have default values, the values in the hidden fields are getting saved on the ticket submission. This might also trigger any workflow or process that is dependent on the saved value.

4.      Applicable for New, Edit, and Copy of Ticket.

5.      Applicable for Common tickets.

6.      Multiple level conditions are supported.

7.      To create complex conditions, Advanced rule logic is provided.

8.      Duplicate fields are not displayed.

9.      A warning is displayed if conditions are defined using fields that are no longer present on the ticket form.

10.   Fields appear on the form in the same sequence in which they are added in the layout.

11.   Fields become visible only if all the conditions are satisfied.

12.   The value for only those fields will be saved which are visible on the form.

13.   The permissions of each field will be honored when any field is displayed on the incident form.

14.   This feature will work along with the Exclude fields on the new ticket form feature.

15.   Date and DateTime values defined in the conditions will be saved in the GMT format.

16.   You cannot define the field display criteria for the Time and Encrypted field types.

17.   You cannot define conditions for mandatory fields.

18.   Even if you add a condition for the Description field, it is not applied in Self Service 3.0 as the Description field is a mandatory field.

19.   When defining the field display criteria, you must exclude the following read-only fields:

·        Layout Type

·        Auto Number

·        Smart View

·        Opened Date

·        Resolution

·        Has Attachments

·        VIP client

20.   If the administrator has selected the Dynamic Display checkbox for a field, but did not define criteria for that field, an error is displayed on saving the criteria.

21.   The Field Rendering Conditions pop-up that is displayed at the time of defining criteria contains a field list that has all the fields on the layout except the one for which the condition is already configured. Depending on the data type of the selected input field, further options are rendered:

·        For a Picklist field, the drop-down contains all picklist options.

·        For a Date/Date Time field, the Date Picker is rendered, and the date is shown in the user's locale.

·        For TextArea field, an expandable TextArea box is rendered.

·        For Text and Number fields, input fields are rendered.

·        Depending on the data type of the selected Input field, the list of Operators is displayed.

·        The supported Logical Operators are "AND", "OR", and "NONE".

22.   As there is no change in the existing custom objects there are no changes for existing customers.

23.   Profile-layout assignment should continue to function as before.

24.   No change should be observed when Layout: Ticket page is opened from the Console tab.

25.   No impact should be observed on the conditional rendering of Service Requests.

26.   A field will never appear on the form that has a criterion defined on fields that are no longer in the layout as the condition will always evaluate to false.

27.   Operators- Supported operators depending on data types are:

 

Datatype

Operator

Text

['='],['!='],['LIKE'],['NOT LIKE']

Phone

['='],['!=']

Currency

['='],['!=']

Percent

[['>'],['>='],['='],['!='],['<'],['<=']]

Number

[['>'],['>='],['='],['!='],['<'],['<=']]

Boolean

['='],['!=']

Email

[['='],['!='],['LIKE'],['NOT LIKE']]

Reference

['='],['!=']

DateTime

[['>'],['>='],['='],['!='],['<'],['<=']]

TextArea

[['LIKE'],['NOT LIKE']]

Picklist

[['='],['!='],['LIKE'],['NOT LIKE']]

Troubleshooting

1.      The following could be some reasons why  fields are not visible on the form even when the conditions to display them have been satisfied:

·        Verify whether the fields have been added in the “Exclude Fields While Create Ticket” fieldset.

·        Formula fields will not be displayed while creating or copying a ticket.

·        Inter-dependency of fields.

2.      The following could be a reason why the checkbox to add conditions for certain fields are grayed:

·        The fields could be the required fields. You cannot add conditions for the required fields.

Settings applicable for this feature

          The following existing administrator settings are applicable for this feature:

·        Allow applying of templates on an existing record

·        Replace form field values with template field values

 

References

Thank you for reading this blog. I would love to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature, etc.

If you need further information, you can refer the following links:

 

 

 

1.      From the Field list, select any field, for example, Category as you want to display the Network ID field based on the ticket category.

2.      From the Operator list, select the required operator.

3.      Click the Search icon and select category value. For example, Network Issue.

4.      Select the required logical operator.

5.      Click the Add icon. You can define a single condition or multiple conditions.

6.      Below the Grid, click Add Advanced Rule Logic to modify the field display rules.

7.      Click the OK button.

8.      Click Save.

9.      To define the field display criteria for other fields, such as the Service Provider field, repeat step 10 through step 19.

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The Activity Feed, launched in the Remedyforce Console, made it much easier for staff to compose emails from within a record without having to switch to a different page. We have been adding features to the Activity Feed based on popular demand. Yet we find that some staff still prefer to use the Email option within the Actions menu. In previous releases, it lacked the ability to use email templates while composing email in Rich Text mode. In the Summer 19 release, we have added this capability.

Now the Email Template drop down will be visible irrespective of Rich/Plain Text mode while composing Email through Actions > Email. Also, while Replying/Replying all emails in Rich Text mode through Console > Action History (as shown in fig. below).

pic1.png

 

  • Once user selects email template then editor will be changed to "Insert additional information here" text area and will be enabled or disabled based on Admin configuration defined for “Allow staff members to add additional information in the email sent using templates.” Setting in Email configuration setting.
  • If user deselect chosen email template from drop down, then previous body content will be retained with respective editor mode.
  • This feature is applicable to Incident, Task, Problem and Change request module.

 

To have more detailed understanding of each feature please feel free to visit BMC Helix Remedyforce Summer 19 Demos by clicking on given link.

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

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Increasing self-service adoption along with a good user experience is a goal for most service desks. A service catalog and Knowledge article page is deployed to allow users to create service requests and read issue relevant Knowledge article by making right selection of category from list.

In previous releases Admins were unable to set icons for categories for better recognition when listed in Service Request and Knowledge article tile in Self Service 3.0. Hence it became difficult for user to choose right category from the list due to lack of proper Icon and Information.

Hence to answer pain point of user and have proper screen utilization, BMC Helix Remedyforce Summer 19 release has now enhanced Service Request and View Knowledge Article catalog by allowing Admin to configure category Icons and displaying category Description on hovering on any category listed.

Lets first get into details of configuring Category Icons

  • Default icon ( default icon.png) is displayed for all categories until admin configures different icon for that category.
  • Admin can configure category icon through
    • Remedyforce Administration > Categories > specific category >Select option
    • Remedyforce Administration > Configure Self Service > Categories > specific category > Select option (as shown in fig. below)

         pic 1.png   pic 2.png  

  • Users will be able to edit the default category icon which is currently default icon.png   by navigating to RF Admin > Configure Self Service > Category and clicking "Manage Default Icon" (as shown below).

        manage default icon.png

 

Note:

  • Category icons are will be applicable only on ‘View Knowledge Articles’ and ‘Request a Service’ pages and not in the lookup fields on forms.
  • If the icon is not specified for any child category, then child category inherits the icon of the parent category and will be shown in Self service 3.0
  • For Fresh Install - Standard icons will be shown for OOTB root Categories which Admins can change later.
  • For Upgrades – Default icon will be shown for all categories. Admin can choose Standard icons using “Select From Salesforce” option.

 

Once Admin configures icon for any parent or child category then those icon will be shown on Self Service 3.0 > Service Request and View Knowledge article tile (as shown in fig. below)

     sspage.png

 

Now let’s get into details of enabling Category Description

 

Aim to enable category Description was to provide more information about category to Client in the form of Tool tip by just hovering and to make efficient use of horizontal space available on screen in Self Service 3.0

  • Admin can enable category description through Remedyforce Administration > Configure Self Service > Category > “Display tool tip for category description in Self Service 3.0”(as shown in fig.below)

     desc setting.png

 

Note:

  • For Fresh Install - Checked by default ,Admin can Opt-out.
  • For Upgrades – Unchecked by default, Admin can Opt-in.

 

Once Admin enables category description, Self Service screen will show description as tool tip for applicable categories (as shown in fig.below) 

  ss desc view.png

 

To have more detailed understanding of each feature please feel free to visit BMC Helix Remedyforce Summer 19 Demos by clicking on given link.

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

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Attachments

“A picture is worth a thousand words” is a well-known adage. When a client faces an error in an IT service, they not only submit an incident, but also add attachments that often carry additional context of the error. It may be a screenshot of an error message, or a log file that captures details staff require for resolving the issue. In any case, it is very important for staff to be made aware of the existence of attachments on incidents. If they reach out to the client asking for a screenshot of an error message to be shared, it is often annoying for the client to be asked for this information when they have already attached it to the incident. To be fair to the staff, they may have missed the attachment because it was not intuitive enough in the Console that the incident did have an attachment. The Remedyforce Summer 19 release has a solution to this problem.

 

What is an Attachment flag and why is it required

In Remedyforce Console list view, users could not identify records that had attachments. From Summer 19 onwards, the list view displays an attachment icon ( paperclip.jpg) in the Attachments column. This paperclip icon (similar to Outlook) is a visual indicator to identify records that have attachments. The icon is available for all views and is applicable for both Files and Attachments.

 

How to enable the Attachment flag feature

Fresh install

The feature is available by default, that is, the Attachment field is available in the Column Header fieldset and, is therefore, available in the list view.

 

For upgrade

Customers must add Attachments field to the console list view. Note that the Attachment icon is displayed only for the new records. For older records, the icon is displayed only if you modify the records by adding or removing the attachments

If you want to see the Attachment icon for all older records, then you must run a script to update the attachment count. You can view the Knowledge Article for the same.

 

How the Attachment flag works

This feature is applicable for the list view of all the following modules and for both Attachments and Files.

  • Incident
  • Service Request
  • Task
  • Problem
  • Change Request
  • Release and
  • Broadcast

 

One new field Attachments, is introduced for this feature.

Attachment5.jpg

  • Attachments
    • Is an Image Formula field that is used as a visual indicator to show whether a record has attachments or not.
    • Is added to the Column Header fieldset by default and hence is available to the list view. Displays (attachment4.png ) for records that have attachments.
    • Adding or deleting an attachment from different sources like email, manually from UI (console/standard layout), REST API, data loader, and so on; also modifies the Last Modified Date of the parent record.

 

On hovering the mouse over the Attachment icon, a tooltip is displayed with the following information:

  • Record ID
  • Attachment count
  • Attachment details
  • See All link

attachment2.png

Attachment details include the following information:

  • Size of the file
  • Date and time when the file was attached
  • Who attached the file

 

If a record has more than five attachments, which is rare, just the latest five attachments are shown in the tooltip.

 

To view all attachments, click the See All link that opens the Attachments window.

attachment3.png

 

You can view the attachment by clicking the file name that is displayed in the tooltip or in the Attachments window that opens when you click the See All link. Attachment is downloaded or opened in a new tab as per the preference set by you.

 

You can perform sorting on the Attachment column, but you cannot perform filtering on it.

  • Records are sorted based on whether the Attachment icon is present or not.
  • Secondary sorting is based on Last Modified Date of the record.

Attachment6.jpg

The Attachments column is excluded from the restriction of adding a maximum of 15 columns to the Column Headers fieldset, that is, along with the Attachment field, you can add another 15 fields in the list view columns.

Attachment7.jpg

 

Attachment flag and Record Highlighting feature

If the Record Highlighting feature is enabled, adding attachments follow all conditions that are applicable for the Record Highlighting feature.

  • A record is highlighted or shown as bold (as per the highlighting feature), if:
    • The user who is watching that record is a staff or the owner of that record.
    • An attachment has been added or deleted by another user.
  • A record is not highlighted for any user in case the record is only assigned to a queue and the Staff field is empty.
  • The incident continues to be highlighted in bold until:
    • The staff user modifies fields on the form and saves the record
    • Adds a New Action record in Incident History
    • Adds or deletes any attachments

For more information about the Record Highlighting feature, see Highlighting new and updated incidents and service requests in list views.

 

Opting out the Attachment feature

The Attachments flag feature (paper clip icon column) will be enabled by default for both fresh install and upgrade users.

In order to disable it, we have provided a custom setting DisableAttachmentsInConsoleList.

If you disable the feature, additionally you will need to explicitly remove the Attachments column (paper clip icon column) from the Remedyforce Console list view.

 

Few considerations

  • Attachment field is made available in all other fieldsets along with Column header fieldset.
  • Signature images in the email are also considered as an attachment on the record.
  • Adding or deleting an attachment from different sources like email, manually from UI (console/standard layout), REST API, data loader, and so on; also modifies the Last Modified Date of the parent record. Hence ensure that you do not add any criteria in the Workflows, Process Builder, or Custom Trigger that is based on the last modified date.
  • Sorting can be performed on the Attachment column, however filtering is not available on it.
  • Mouse hovering on the Attachment icon shows a tooltip only for Remedyforce Console list views and Incident Console.
  • If Attachment field is added in any other fieldset or page layout, then it will show non clickable Attachment icon i.e. Paper clip icon without any tool tip.
  • Attachment  field column can be placed at any position in the list view columns.
  • If a file name is too long, only the first 100 characters of the name are shown.
  • In case if it takes a long time for the list to load, a Loading icon is displayed.

 

Settings applicable for this feature

  • Highlighting of Records in List View settings through Remedyforce Administration > Application Settings > Console.
  • Email Signature Filter Rules settings through Remedyforce Administration > Configure Email > Email Conversation Settings.
  • Custom setting to opt out -  DisableAttachmentsInConsoleList.: With this custom setting, you can disable the Attachments flag feature (paper clip icon column) in Remedyforce Console list view in the following cases. Create the custom setting and set its value to True.
    • If you do not want any change in the last modified date which prompts a user to reload their record for every change made.
    • If you do not want any impact on any criteria in Workflows, Process Builder, or Custom Trigger that is based on the last modified date.

 

References

Thank you for reading this blog. I look forward to hear your thoughts, feedback after using this feature, and any enhancement you would like to see around this feature.

 

If you need further information, you can refer following links:

 

 

fields are made available in all other fieldsets along with Column header fieldset.

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Increasing self-service adoption is a goal for most service desks. A service catalogue is deployed to allow users to create service requests for a wide variety of requests such as requesting for mobile devices, access requests, employment letters, etc. It is important to offer a good user experience if the goal of self-service adoption is to be achieved.

Currently Service Request forms in RemedyForce Self-service 3.0 are rendered in a single column layout. Let’s take a use case, what if Service Request form has long list of Input Questions? say around 50+? then user must scroll through this long list of questions to enter their responses. Also, the service request forms were not making efficient use of screen real estate.

Hence to answer pain point of customers for scrolling long SRD along with aim to make effective use of screen, BMC Helix RemedyForce Summer 19 release has now enabled two-column layout support for Service Request form in Self Service 3.0.

Admin can enable two-column layout for Service Request form in Self Service 3.0. >from RemedyForce Administration > Configure Self Service> Service Request >Self Service 3.0 Layout Settings (as shown in fig. below)

   Admin img.png

Self Service 3.0 Layout Setting Consists of 2 settings

  1. A pick list for Admin to choose Column Layout as either “2 column or 1 column
  2. "Display fields from “Service Request Right Panel” and “Service Request Left Panel” field sets instead of “Request Detail Self Service 3.0” field set” – this setting lets Admin to choose, from which field set of Request detail object fields should render on Service Request form in Self Service 3.0 in selected layout.

Note:

  • “Self Service 3.0 Layout settings” will be visible only when Self Service Configuration version is set to 3.0
  • For Fresh Install – 2 column Layout will be selected by default.

       For Upgrades – 1 column Layout will be selected by default.

 

Once setting is enabled then Enlarged Service Request form will render (as given fig.below),when user is Submitting, Saving as Draft , Editing or Copying Service Request in SS3.0.

SRD SS img.png

It is important to note that a service request form consists of 3 sections, two of which come from the SRD:

  1. SRD Display Options fields: These are the fields selected from Request Definition > Display Tab for e.g., Phone, Approval, Quantity, Price etc. along with Requested By.
  2. Request Detail Object field set fields: These fields are displayed respectively from either “Request Detail Self Service 3.0 field set” or from “Service Request right or Left Panel fields set” as defined in Request Detail Object based on the Admin configuration set for setting “Display fields from Service Request Right panel and Service Request Left panel instead of Request Detail Self Service 3.0 field set” in Self Service 3.0 Layout Settings.
  3. SRD Inputs: These are the input question from Request Definition > Inputs tab as defined. However, for Input Questions where “Display in 2nd column” checkbox value is set to true, the respective fields will appear in the second column.

 

Note:

  • If Admin defines “Self Service 3.0 layout setting” as 1 column Layout, then all defined SRD Fields, Request Detail field set field and Input questions will render in 1        Column format. 
  • Last but not least to note submitted Service Requests forms will always render in 1 Column Layout i.e. VIEW mode irrespective of Admin configures Self Service            Layout setting as 2 column.

 

Additional UI enhancements on Service Request form in SS3.0: Additional UI enhancements have been made related to “On-Behalf of” and “Attachment” section of Service Request form in BMC Helix RemedyForce Summer 19 Release.

  • “On Behalf of “label has now been changed to “Request for” along with Edit link and aligned to left of form (as shown in fig. below).

On behalf of.png

  • Attachment UI is enhanced by providing “Add Attachment” button and also displaying attached file type icon (as shown in fig.below).

Attachment img.png

To have more detailed understanding of each feature please feel free to visit BMC Helix Remedyforce Summer 19 Demos by clicking on given link

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

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Get the most out of Remedyforce by watching the video series by AiM. Associated Interim Management Ltd (AiM) is a UK based International business to business (B2B) service provider that focuses on providing a fusion of business services and technology solutions to organisations through our brand of interim/consultancy services, project services, ICT design and build services, ICT managed support services and training.

 

The videos outline simple use cases that will help you gain a quick understandingin of how to navigate the BMC Remedyforce IT Service Management system and use the solution to enter and access information.

 

Each of the videos is designed to show and learn how to quickly navigate Remedyforce based on different use cases. These videos are not meant to show the complete solution and can be viewed in any order.

 

The BMC Remedyforce Tutorials videos include the console, reports & dashboards, self service, KA, CMDB and administration.

 

So we would like to invite you to go and have a look at them on

 

https://urldefense.proofpoint.com/v2/url?u=https-3A__aimltd.uk_latest-2Dnews_bmc-2Dremedyforce-2Dtutorials&d=DwMGaQ&c=Ur…

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Is it really August already?  Those of you with kids are probably gearing up to get the kids back to school and all the craziness of their schedules that come along with this time of year.  As for me, well, in 12 days, it's kickoff for NCAA Football!!!!!!  I'll be soon hold up in the living room with two or three TVs, chicken wings, nachos and in football heaven!  The season can't come soon enough!

 

Anyway, let's get on with the latest Salesforce Tech Update shall we?

 

Salesforce Winter '20!

Check out the key dates for Salesforce Winter '20.  You can sign up for pre-release orgs starting no August 15th, Sandbox Previews will start  on September 6th, and production release happening the first two weekends of October.

 

Details on Page 5.

 

Requirements for the Salesforce Mobile App - Apple iOS & Android

The Salesforce for iOS mobile app will now require iOS 12.0 and higher in v220.0, which will be released alongside Salesforce Summer '19.  Users of prior versions of iOS will be able to continue using the current version of the mobile app, but will not be able to upgrade to v220.0 (Summer '19 release).

 

alesforce App for Android is retiring support for Android 5.0 with the Summer '19 release.  You will be required to use Android 6.0 or higher.  Customers using Android 5.0 will not be able to upgrade to v220.0 (Summer '19 release) or do a fresh install of the app.  If the app is already installed, they can continue using it, but they should be advised to plan an upgrade due to the OS no longer receiving security updates from Google.

 

See pages 6 & & for details.

 

Introducing the new Salesforce Mobile App (Coming later this year)

You can participate in the pilot.  You can apply here.  See page 8 for additional information.

 

 

Instance Refreshes

NA51, NA56, NA63: November 3, 2019, 08:00 - 12:00 UTC

 

Instance Name Changes

 

November 3, 2019, 08:00 - 12:00 UTC

NA51 --> NA118 or NA126

NA56 --> NA120 or NA121

NA63 --> NA134 or NA171

 

See pages 10 through 13 for details.

 

Feature Retirements

Salesforce Mobile Web Experience: Previously, you could experience Salesforce on your mobile device via the downloadable mobile app or through your mobile web browser.  Starting with Salesforce Summer '20, you will need to download the Salesforce app to access your Salesforce data on mobile devices.  See page 25 for details.

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BMCHelix-Remedyforce-logo-UI-Only.pngsummer19.JPG

 

We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generally available. We are excited to announce several capabilities in this release.

 

We continue to build the capabilities of our chatbot offering with omnichannel support as well as support for other languages. There is more to cognitive service management than just our chatbot. Using the Helix Cognitive Service and your historical data, auto categorization automatically categorizes incidents that do not have a category.

 

Our CMDB user experience modernization journey continues. We are delivering some more of your high-priority asks from last year's survey. Having complete information of events on the incident along with passing incident information back to TrueSight makes a more complete ITOM integration story. Field Source Priority maintains the integrity of your configuration management data by preventing unwanted updates. By introducing cloud tags, we are leveraging BMC Discovery's ability to discover additional data associated with cloud instances.

 

After the Winter 19 release, we received great feedback about the new message scrolling interface for broadcasts in Self Service and how clients loved it. In this release, we have extended the interface to the Console as well so that your staff can focus on whatever they are doing on the Console without being distracted by the scrolling broadcasts. And yes, with the new message scroll, they still see the broadcasts. The ability to print was sorely missing on Lightning Experience, wasn't it? Not anymore. With Request Definition Entitlement for Staff, you can have multiple service desk teams work on the Console without being able to access each other's service request definitions.

 

In Self Service, we are introducing Dynamic Field Rendering which will simplify your incident forms. Service request forms can now display fields in two columns, which reduces scrolling, especially on long forms. We want to let you know that we are listening to you by delivering the top-voted ideas in improving the service catalog experience.

 

Here is a complete list of the capabilities of the release:

Cognitive Service Management

BMC Helix Chatbot

In addition to Self Service 3.0, we are offering omnichannel support for leveraging the BMC Helix Chatbot. The supported channels are Skype for Business - Office 365, Slack, and SMS through Twilio. With support for multiple languages, end-users can engage in chat conversations with the Chatbot in their language.

Auto Categorization

The BMC Helix Cognitive Service can automatically assign a category to incidents based on your historical data. Once you configure the confidence score for auto categorization and upload historical data, the service can automatically assign categories to incidents if the matches found exceed the confidence score. It can also suggest a category.

 

CMDB Enhancements

Lookup Filters on Base Element

Lookup filters can be created to show a smaller list of records when a lookup is invoked reducing the clutter of records that one must go through to select the appropriate value. The lookup can be configured to allow all records to be displayed.

Increased Mass Change Limits

It is now possible to update up to 200 records at a time, a 10X increase over the previous limit.

TrueSight Integration

We now have much tighter integration with TrueSight Operations Management. The enhancements include configurable mapping of TrueSight event fields to Remedyforce incidents, linking of CIs on incidents and passing the Incident ID back to TrueSight.

Linking of Services, CIs, and Assets

A single, consolidated method to link, services, CIs, and assets on incidents has been introduced through a slider similar to the Activity Feed that your staff is already familiar with.

Enhanced Search

When performing a search to link a service, CI, or asset, the features from the CMDB main page such as advanced search and page controls are now available. These enhanced search capabilities are available for all Console modules such as incident, service request, task, change request, release, and broadcast.

CMDB Field Source Priority

You can now set up field source priority rules for each field to control whether an update to a field from a specific source should be accepted.

CMDB Explorer: Class Filtering

The CMDB Explorer can be quite complex to view if there is a large number of items belonging to a variety of classes. We now offer the option of filtering by class to remove the noise.

Improved Relationship Management

Multiple relationships can be added or removed at a time.

Cloud Tagging

Cloud tags are values that can be assigned to a cloud instance and discovered by BMC Discovery. We are enhancing the current CMDB Tag class to capture additional tag attributes.

 

Console Enhancements

Printing in Lightning Experience

After Salesforce facilitated support for printing in Lightning Experience in a recent platform release, we have enabled it in the Remedyforce Console.

Message Scrolling for Broadcasts

With message scrolling, broadcast messages scroll from the bottom to the top. Opting in to message scrolling not only provides a better experience to users, but it also prepares you to not be impacted if, in the future, browsers stop supporting the marquee tag that the text scrolling option relies on.

Identify Records with Attachments

Agents can quickly identify records that have attachments through a new field on the Console. This field is automatically added to the columns displayed on the Console. The field displays the universal paper clip icon indicating that there is at least one attachment associated with the record. A mouse hover shows recent attachments in a pop-up.

Request Definition Entitlement for Staff

In addition to setting up entitlement for end-users, SRDs now have entitlement for staff as well. Access to staff is administered through accounts, profiles, and permission sets. An additional setting will prevent staff from accessing existing records if they do not have access. To make SRD entitlement for end-users tighter, a new setting prevents end-users not associated with any account from accessing SRDs, if so configured.

Concurrent Operational Level Agreement (OLA) Targets

A common use case is that when records are reassigned to a different queue, the OLA clock must stop. This feature makes it possible to control the clock status when the record ownership changes. In addition to the current behavior of canceling the OLA target, we now offer two more options: Pause, to pause the OLA clock and Running, to keep it running.

Email Signature Filter Rules

Emails having rich text signatures are no longer treated as attachments by the email listener. This is achieved by not saving attachments of small sizes or those matching a predefined list of filenames.

 

Self Service

Configurable Sidebar

Visibility of tiles in the sidebar can be controlled through the entitlement model of accounts, profiles, and permission sets. This allows making certain sidebar tiles visible to certain segments of end-users.

Two-column Layout for Service Requests

Service Requests can be rendered in two columns.

Dynamic Field Rendering on Tickets

The ticket form can expand dynamically and expose more fields based on certain field values. For example, if application support tickets require additional details, such additional fields can be rendered only when the category is Application Support.

Service Catalog Enhancements

The service catalog has been enhanced with icons and descriptions. Additionally, it is displayed in multiple columns.

Other Enhancements

Value Adoption Dashboard

Badges can be shared on BMC Communities where they will appear as discussions in the BMC Helix Remedyforce space. Other community participants can engage with the person to understand their best practices.

 

Call to Action

 

The Insights deck with additional links is attached to this post.

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Update October 8, 2019

Salesforce just released the following Salesforce Alert!

 

Delay in Winter '20 Turn on Lightning Experience

What is the change?

The Winter '20 Turn on Lightning experience critical update has been delayed.

 

Why is this change happening?

At Salesforce, ensuring customer success through trusted system availability, performance, and reliability is our top priority. As part of our release process, we conduct rigorous testing and build in multiple checkpoints to ensure quality. We’ve discovered a potential technical issue unrelated to Lightning Experience that could impact your general experience with the Winter ‘20 release.

 

To prioritize customer success, we’re applying an abundance of caution and delaying some post-release activities, including the Lightning Experience critical update. We apologize for any inconvenience you may experience as a result of this delay.

 

What's the impact to Partners?

Partners who were planning to switch to Lightning Experience with the Winter ‘20 critical update must plan for the updated timing of January 7, 2020 (see below under what action do I need to take?). Partners will also need to notify their customers of the delay and impact on timing.

 

What action do I need to take?

The “Turn on Lightning Experience” critical update will now activate within 72 hours of January 7, 2020. Please notify your customers that they can, however, self-enable Lightning Experience before January and we encourage customers to do so to take advantage of everything Lightning Experience has to offer. If your customers have been preparing for the critical update, they can be confident that this delay isn’t related to Lightning Experience and they’re safe to enable the new interface now. We provide a number of tools that automate and speed up the transition process, including the Lightning Experience Transition Assistant. Customers can also visit the Lightning Now Trailblazer Group to get answers from Lightning Experience experts.

 

Where can I go for more information?

Review the Turn on Lightning Experience Critical Update FAQ >

 

===================================================================================

Back in March 2019, I threw up this Blog on Salesforce Auto-Transition to Lightning Experience.

 

So a few things have changed that warranted an update so I figured to keep it simple, I'd bring you another blog post.

 

So first things, first.  Ignore that other blog post.  It's a brave new world and I hope to break it down for you.

 

Starting with Salesforce Winter '20, there is a Critical Update called "Turn on Lightning Experience" that will be auto enabled on October 11, 2019 (your date may vary depending on when your instance is upgraded to Salesforce Winter '20).

 

You'll probably notice this Critical Update is already active in Org.  However, on or about October 11th, the Critical Update will go into effect.  So what exactly does this critical update do?

 

First, it will automatically turn on Lightning Experience in your org.  What we mean by this, is that after the Critical Update is made permanent, when you navigate to Lightning Experience Transition Assistant and click on "Get Started"

 

and then navigate to Path 2 Roll Out Phase and click on "Go to Steps"

 

 

and finally go to Step 4, Launch Lightning Experience, the "button" to turn on Lightning Experience will be set to On, however, it will be grayed out as you will not be able to turn off Lightning Experience from this point forward.

 

 

Any out of the box Salesforce profiles, such as System Administrator, Standard User, Standard Platform User, will all have the "Lightning Experience User" permission turned on by default.

 

How can you determine what a Salesforce out of the box profile is?  When you navigate to Manage Users | Profiles, you'll see a list of all the profiles in your Org.  Any profiles whose only actions are Edit and Clone are Salesforce out of the box profiles.  All other profiles that have Edit | Del | Clone are really custom profiles; that includes profiles you may commonly associated with BMC Helix Remedyforce such as ServiceDesk Staff or ServiceDesk Client.

 

 

If you have users assigned to any of the Salesforce out of the box profiles, those users will find themselves now in the Salesforce Lightning Experience.  Other users that may be in customer profiles may not find themselves in the Lightning Experience, but if they do, that means more than likely either their profiles has the Lightning Experience User permission enabled:

 

 

Or they may have a permission set assigned to them where the Lightning Experience User permission has been granted to them.

 

Keep this in mind if you have users who may not be ready for Lightning.  You'll probably want to do a review in anticipation of this change and take the appropriate actions. Additionally, after October 11th, keep in mind if you clone a Salesforce out of the box profile, that the Lightning Experience User permission will be enabled by default.

 

For additional details or questions, we refer you to the Turn On Lightning Experience Critical update FAQ.  Please note that Salesforce Classic is still available; however, users may find that have to switch back if that is their preference and they fall into an standard profile.

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