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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.