Remedyforce Monthly Newsletter - January 2019 Edition

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    On behalf of the entire Remedyforce Team, we would like to wish you a happy and prosperous New Year!  We want to insure that we start 2019 off with a bang keeping you informed of all the vital information you need to be successful with Remedyforce.  In this month's newsletter, meet our BRM team member Michelle Wettengel in the BRM Corner, look over product ideas and vote them up, be informed of our latest product news, catch up on this month's Salesforce Tech updates in the blog section and check out all of the Remedyforce training we have to offer.  It's our resolution to make 2019 our customer's most successful year yet!

     

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    Members Spotlight

    BRM Corner

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    Michelle Wettengel is a technology professional who is a customer advocate working in partnership with our Product Management, R&D, Support and our Partner teams to deliver on our customer's success with their Remedyforce solution. After years of being in a creative, customer service oriented profession, Michelle joined the technology industry with BMC in 2012.  In 2015 she joined the BMC SaaS team working closely with the BRM teams and Education for our Partners guiding their consultants through the Services Certification process for Remedyforce ensuring certified consultants are delivering Services to our customers using BMC Best Practices.  In 2018 she joined the ranks of the Remedyforce Business Relationship Management team managing a wide customer base.  "I feel fortunate to work alongside this strong, cohesive team of professionals that have fostered a collaborative work environment and are dedicated to our customer's success with our ITSM product."

     

    Michelle has three children, two daughters and a son, that are her foundation.  She is a New Englander born and raised (Go Pats!).  She moved to the Tampa area in 2009 and it is a little piece of paradise!  It is rich in culture and the weather lends itself to year round outdoor activities.  Michelle enjoys photography, concerts, theme parks, outdoor festivals, exploring small towns from St Augustine to Key West.  When Parade season rolls around she spends a lot of time with her Krewe family hanging out with pirates during Gasparilla, aargh!

     

    Things you need to know

    Vote it up!

    Check out these ideas and vote them up!

    View my tickets Self Service 3.0 - make it more readable table view, this looks like "email conversation threads" - please give tabular view

    Ability to Segregate Access to Service Requests in the Remedyforce Console

     

    Recent Blogs

    Virginia Leandro's monthly Salesforce Tech Update read about Sandbox Migrations, Site Switches, how Support for Internet Explorer v9 & v10 will retire on April 5, 2019 and much more.  Read here: Happy New Year!  Salesforce Tech Update for January 2019

     

    Product News

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    Remedyforce Summer 18 Patch 3 Version

    Remedyforce Summer 18 Patch 3 (201802.73.176) was pushed to Production Orgs on December 7th. You may notice your sandbox version (201802.73.175) pushed the prior week differs in the build version.  This is expected. BMC identified an issue in the post install script routine which executes during the installation/upgrade process of the production environment. BMC has proactively fixed the installation process issue in the newer revision of Summer 18 Patch 3 (201802.73.176). Hence, the sandbox and production version may differ, however, all the other defects fixed as a part of patch 3 remain intact and no change is expected in any product feature.  No action is required and there is reason to be concerned about the version difference.

     

    If you have any questions please contact your Business Relationship Manager.

     

    Remedyforce Winter 19 EAP

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    We are pleased to announce that Phase 1 of the Remedyforce Winter 19 Early Access Program (EAP) is now open!

    *This program is for current Remedyforce customers in production only.

     

    The Early Access Program lets you get exclusive access and insight into the upcoming Remedyforce Winter 19 release.

     

    To access the EAP, first you will need to sign the BMC Pre-Release Software License Agreement.  NOTE: If you signed the “BMC Pre-Release Software License Agreement” previously, you will need to re-sign the new agreement.  The agreement was updated on July 1stto reflect new language regarding GDPR, among other things, and BMC is requiring that all EAP participants sign the new agreement.  Please be aware that the “BMC Pre-Release Software License Agreement” is a click through agreement.

     

    Please be aware that when filling out the Agreement, to use the Company Name that was used on your Support Contract in order to cover all staff who may want to participate in the EAP.

     

    Pre-Release Agreements (SaaS)

     

    Once we have the agreement on file, you can then request access to the Winter 19 EAP group:

     

    Remedyforce Winter 19 Early Access Program

     

    As with our previous Early Access Programs, we will be offering customers the opportunity to preview a pre-release of Remedyforce Winter 19  in your own sandbox.  We anticipate this phase of the EAP to start mid to late November/early December.  If you’re interested in getting a pre-release of Remedyforce Winter 19 pushed to your sandbox, please send your name and email address to virginia_leandro@bmc.com as we’ll be building our list and will notify you as we get closer to a more stable/testable pre-release.

     

    We look forward to working with you and getting your feedback!  If you have any questions on the release please contact your Business Relationship Manager.

     

    Remedyforce Email Notifications

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    When the new landmark privacy law - GDPR (General Data Protection Regulation) came into effect on 25th May 2018 we adopted the practice for our Remedyforce contacts in that we reached out to ask you to “opt in” to continue to receive communications from us.  In order to resume getting important Remedyforce emails we need confirmation that you want to be “opted in”.  We highly recommend that our customers receive them.  Below is an example of key information types that you will resume receiving if you opt in; information on Patches, outages and upgrades. Please contact your BRM to request to be "opted in" to these important emails.

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    Education

    Remedyforce Customer Education

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    This document is designed to explore the Remedyforce Customer Education Path whether you are looking to become more familiar with the product or if your intention is to become Remedyforce Certified. From our Web Based Training series to to our Remedyforce Certification, there is a wealth of Remedyforce education to build your skills and set your organization up for success! Get all details: Remedyforce Customer Education

     

    Remedyforce Support Videos

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    Remedyforce Support has put together a Youtube Channel that we encourage all of our customers to view and follow. It currently has 60 video (and growing) that cover such topics as Pentaho, to How to troubleshoot Remedyforce etc.. Please see the playlist for additional topics here: Remedyforce Channel

     

    Advocate Hub

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    The BMC Software Customer Connect Program is an exclusive global customer advocacy program that works with innovators and business leaders to highlight how organizations use and benefit from BMC Software solutions. Program participants include professionals of every level from a variety of industries and countries. The goal of the program is to develop, nurture, and maintain mutually beneficial relationships between BMC, its customers, and its partners.

    BENEFITS OF CUSTOMER CONNECT MEMBERSHIP INCLUDE:

    Access to the Customer Connect Advocate Hub, a social application that allows participants to network, share best practices, and have fun with other BMC customers

    Enhanced status in the industry as a thought leader

    Access to members-only BMC webinars

    Product roadmap presentations

    Invitations to exclusive BMC-hosted events

    Direct communication with BMC product experts

    Engagement with BMC executives and industry experts

    Exclusive Beta program access

    Special VIP opportunities to showcase BMC successes

    Nomination for industry awards

     

    CUSTOMER CONNECT MEMBERS MAY PARTICIPATE IN THE FOLLOWING TYPES OF ACTIVITIES:

    Opportunities with media, industry analysts, or other BMC Software customers

    Contributing to development of their customer success story

    Speaking at industry events

    Engaging with social media to share stories and content.

    See how membership can enhance your business and professional relationships

     

    We Are Listening

    Preparing February 2019 Newsletter!

    This is your newsletter, let us know what Remedyforce topics you would like included, comment below!

     

    Archive

    Trying to find something you've read in a past issue of the Remedyforce Newsletter?  We've put them all in one place for your convince, read them here: Remedyforce Newsletter - Archive