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We are glad to announce that BMC Helix Remedyforce Summer 20 is Generally Available (GA). New user interfaces for Service Request Designer, Remedyforce Discovery Setup, and CMDB Explorer, superior user experience of the Console, insights into incidents owned by queues, and service catalog enhancements will improve your staff productivity and transform the end-user experience.


My Work Day is a metrics bar displayed prominently on the Remedyforce Console. Each Metric Card shows a metric on a specific service management practice. Your service desk agents can prioritize their activities based on My Work Day and provide superior customer service.


Would it not be great if you could sort columns in the Console List View on multiple columns? Guess what, you can do it with this release. Multiple Column Sorting, a feature common in spreadsheet applications, has been introduced. The sort order is saved to the database and is applied automatically in the next session, even from a different browser. With insights into Queue Reporting, you can track which queues have bottlenecks and take appropriate action.


A new experience of browsing the service catalog allows your end-users to consume a hierarchical display of catalog items.


The new UI for the CMDB Explorer not only provides a modern interface but also facilitates selecting CIs for linking with change requests.


The new UI for the Service Request Designer brings a new experience of designing request definitions. It also facilitates modifications to the fulfillment section.


A complete list of all the features of this release is as follows:


Remedyforce Console

My Work Day

My Work Day is a metrics bar displayed in the Console which displays metric cards. Admins can create Metric Cards using Console List Views. Each service desk agent can personalize their view of My Work Day by selecting from an array of Metric Cards and setting their preferred order of display.


Multiple Column Sorting

An agent can sort on up to five columns for each module, i.e. incidents, tasks, change requests, etc.


Column Filters

Column Filters applied by an agent are saved to the database; these are applied automatically in the next session.


Queue Reporting

The entire lifecycle of each incident is broken down by queue. With this enhancement, it is possible to track how long any incident was actionable by each queue. Two out-of-the-box reports provided with this release will provide insights into queue reporting.


Service Outages

Service Outages can now be accessed from the Console.


Copy-Pasting Content

Images held in memory can be pasted to rich-text fields while working on the Activity Feed. Other rich text content such as enhanced font properties can also be saved to rich-text fields. For incidents created by sending emails to the email listener, any images included in the body of the email can be saved to a rich-text field. Images inserted by end-users in rich-text fields can be viewed.


Self Service 3.0

Copy-Pasting Content

End-users can paste images in rich-text fields in incidents and service requests.


Service Catalog Enhancements

Common Requests are displayed in the service catalog. A new option to browse categories allows end-users to view the catalog as a hierarchical display of categories.


Automatic Record Access for Approvers

Business approvers are granted access to records they must approve automatically. This facilitates approvals in Self Service as well as via email.


Width of Pop-ups

The width of the pop-ups that display self help articles and tickets has been increased. Images inserted into the body of a self help article are optimized for reducing scrolling.


Lightning Web Components for Salesforce Communities

Two Lightning Web Components have been designed for use in Salesforce Communities: Submit Ticket and View Tickets. The UI is quite similar to Lightning applications. The components can also be used to design Lightning Apps.


Remedyforce CMDB

Remedyforce Discovery UI

The UI of the setup for Remedyforce Discovery has been refreshed with a Lightning theme.


CMDB Explorer

The CMDB Explorer now has a modern UI. It is also possible to export the graphical representation of CMDB records to files. It is now possible to select CIs from the CMDB Explorer and link to a change request.


Cloning Records

CIs and assets can be cloned to create new records with several attributes copied from the source record. Fields not required to be copied can be configured.


Salesforce Mobile App

Service desk agents can view, add, and delete attachments on records.


Remedyforce Administration

Service Request Designer

The UI has been refreshed. The order of tabs has changed. Additional columns are displayed in Input fields table. Mapped Input fields can be reordered. Additional field mappings can be inserted in between existing mappings.


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