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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 January 9, 2020

On October 7, 2019, Salesforce announced that they would start activating the “Turn on Lightning Experience” critical update on January 7, 2020 and finish within 72 hours. We have now extended the timeline for rolling out the critical update and expect to have all orgs updated by January 31, 2020.

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 31, 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 thru January 31, 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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Most service management organizations have no idea how to measure the adoption of their service management solution. This is in part because their solution does not provide a way to measure adoption. Thankfully, Remedyforce does! My blog on the topic: Measuring the Value of Your Service Management Adoption – BMC Blogs

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It's been a while since I've added any fluff here, so here goes.  Time away from work to recharge, refresh, and realign is always a good thing.  I just got back from a week in Montana (running the Missoula Marathon, Half, and 5K.  I did the 5K).  Then it was time for trying my hand at fly fishing (I'm not very good; but caught this Northern Pike Minnow.  Yeah...it's a Minnow ), and then on to Yellowstone National Park and Grand Teton National Park.  Got in a fantastic back country hike through the Cascade Canyon.  It was absolutely stunning!

 

IMG_3187.png                                                       IMG_3186.png

 

IMG_3188.png

 

And now it's back to work; and guess what?  Big things are afoot!

 

First up, our BMC Helix Remedyforce Summer 19 release is pending.  Have you joined our BMC Helix Remedyforce Summer 19 Early Access Program?  If not, you should!  You'll get a sneak peak of our upcoming release, great content on the features being added as well as demos of those features!

 

Also on the docket?  We are hard at work on BMC Immersion Days: 3 Days of Learning and Networking!  We're planning even more BMC Helix Remedyforce sessions beyond the four listed, so please join us!  We'll be updating the blog as we settle on the additional sessions.  Have an idea for a session?  Please let us know!

 

And with that..lets get on with the Salesforce Tech Update for July 2019 shall we???

 

Requirements for the Salesforce Mobile App - Apple iOS

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).  See page 6 for details.

 

Requirements for the Salesforce Mobile App - Android

Salesforce 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 page 7 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

NA33: July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50: July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78: August 4, 2019, 07:00 - 11:00 UTC

 

See page 11 for details.

 

Instance Name Changes

July 21, 2019, 02:00 - 06:00 UTC

NA33 -> NA117 or NA119

NA40 -> NA141 or NA142

NA50 -> NA122 or NA124

 

August 4, 2019, 07:00 - 11:00 UTC

NA41 -> NA113 or NA114

NA78 -> NA115 or NA116

 

Details on page 12.

 

Continuous Site Switching

August 17, 2019: EU15, EU17, NA65, NA66, NA70

August 19, 2019: NA90

September 7, 2019: EU14, EU16, EU18

September 8, 2019: NA94, NA95

 

See page 20 for details.

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Come join us in Santa Clara, CA (September 16th - 18th) as we talk all things BMC!  We have a number of sessions lined up for Remedyforce already, but would love your input on what you would like to see presented.  What Remedyforce topics/tracks would you be interested in?  We’re accepting suggestions for the next couple of days and we’ll try and narrow it down to a couple that we can try and present at the conference.  Not to worry though.  If your idea doesn’t make it for the conference, we may look at putting together a tech learning series using your suggestions!

 

Below are the current sessions we have planned specific to Remedyforce.

 

  • What’s New in BMC Helix Remedyforce: Learn about the latest new capabilities in BMC Helix Remedyforce as well as future direction.  This session is designed for current Remedyforce customers and users.
  • Self Service in BMC Helix Remedyforce (including Chatbot): Learn about how customers are using Self Service with Remedyforce, including how to drive better adoption and how to automate simple tasks leveraging BMC Helix Chatbot.
  • Extend BMC Helix Remedyforce with Asset Management and Discovery: Learn how you can optimize incident, problem, and change management in Remedyforce using our built in asset management and discovery capabilities along with extensions through BMC Helix Discovery, BMC Helix Remedyforce Premium and Premium Plus.
  • BMC and Snow Software – Elevating ITSM: Learn more about how the BMC and Snow Software’s partnership can elevate your ITSM solution by leveraging BMC Helix ITSM/CMDB, BMC Helix Discovery and BMC Helix Remedyforce.  The benefits range from improving the accuracy of your CMDB to providing a comprehensive software asset management solution.

 

Let us know what topics you’d be interested in and we’ll see if we can add it or start building a backlog of virtual sessions we can start building and presenting!

 

We look forward to hearing from all our great customers!  More details about the conference will be upcoming!

 

Remedyforce Product Management Team

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Salesforce Summer '19 is here!

Salesforce Summer '19 was pushed to orgs this past weekend and the remaining orgs will be updated this coming weekend (June 14/15th).  Details can be found on page 5.

 

Requirements for the Salesforce Mobile App - Apple iOS

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).  See page 6 for details.

 

Requirements for the Salesforce Mobile App - Android

Salesforce 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 page 7 for details.

 

Instance Refreshes

NA33 & NA44:  July 21, 2019, 02:00 - 06:00 UTC

NA40 & NA50:  July 21, 2019, 07:00 - 11:00 UTC

NA42 & NA78:  August 4, 2019, 07:00 - 11:00 UTC

 

See page 11 and 14 for details.

 

Instance Names

July 21, 2019: 02:00 - 06:00 UTC

NA33 -> NA117 or NA119

NA40 -> NA141 or NA142

NA44 -> NA110

NA50 -> NA122 or NA124

 

August 4, 2019: 07:00 - 11:00 UTC

NA42 -> NA113 or NA114

NA78 -> NA115 or NA116

 

See page 12 for details.

 

Continuous Site Switching

July 6, 2019: AP14, AP15, EU13, NA61, NA64, NA79

July 7, 2019: NA49, NA57, NA87

August 17, 2019: EU15, EU17, NA65, NA66, NA70

August 19, 2019: NA90

September 7, 2019: EU14, EU16, EU18

September 8, 2019: NA94, NA95

 

See page 20 for details.

 

 

 

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We are always striving to improve the Helix Remedyforce solution. Below is a quick, 3 question survey regarding our Remedyforce documentation to help identify our strengths and areas for improvement.  Please complete this 5 minute survey to help us improve our documentation.

 

Online Survey - Remedyforce Documentation

 

Regards,

The Remedyforce Helix Team

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