In this month's issue we want to celebrate all of the Moms out there, we wouldn't be here without you. There are some things only a mother could love, this month's newsletter has something for everyone to enjoy. Listen to, Aspect Software's team share their innovative, ITSM transformation story & read about how Arcadis' implementation of BMC Helix Remedyforce has supported providing a consistent approach to IT Service Management globally to their customers. Join the Summer 19 EAP, read blogs regarding the requirement for the Salesforce upgrade to TLS 1.2, May Salesforce Tech update and much more. Mark your calendar for the local User Group Meetings in your area including England, Japan and Tampa, FL! Our Tampa User Group needs your feedback, please take the quick survey. While moms make our lives easier, the BMC Helix Remedyforce BRM team strives to make your work life easier by helping your organization get the most out of your solution. Enjoy from the entire BMC Helix Remedyforce Organization!
Run & Reinvent Podcast
Listen to this inspiring episode with Tony Ashby and Nicole Johnson from Aspect Software, interviewed by John Fulton, as they share their innovative, ITSM transformation story using BMC Helix Remedyforce. Listen Here: Run & Reinvent Podcast: Episode 14
In this episode, Andrew Hardwick, Director of Global Service Management Office at Arcadis, interviewed by Juliette Murray, shares how the implementation of BMC Helix Remedyforce has supported Arcadis to provide a consistent approach to IT Service Management globally, to their customers. Listen Here: Run & Reinvent Podcast: Episode 15
If you would like your company featured on a podcast episode reach out to your dedicated Business Relationship Manager for more information.
Things you need to know
We need your feedback!
We are considering an enhancement within the console which may include leveraging views and/or quickviews. This survey is to find out which of these two methods are used today. Please take a few minutes to complete this survey. We will share the results as soon as we receive enough responses. Thank you in advance. Take Survey Here: Survey - Adoption of Views and Quickviews
New Testing Guidelines for Remedyforce Releases
BMC has released a guideline for Sandbox testing that is expected to accompany major releases to help Customers perform application testing. The first version of this testing guideline will be available for testing with Winter ’19 Patch 2.
BMC Helix Remedyforce Winter’19 Patch 2 contains a number of defect fixes to improve product quality. It also includes improved checks on objects and fields for various user personas such as Staff, Client etc.
To ensure these checks do not cause any side effects to your current use cases, we encourage you to take the opportunity to test BMC Helix Remedyforce Winter’19 Patch 2 during the sandbox testing period and verify your use cases for Clients, Staff and other Remedyforce related profiles. This also includes any custom permission sets you may have created in relation to Remedyforce.
Although BMC Helix Remedyforce out of the box permission sets have been tuned to ensure all out of the box features do not get impacted, we still encourage you to test key use cases to your business and ensure that there is no impact.
We have provided recommended guidelines for verifying BMC Helix Remedyforce Winter’19 Patch 2 which can be found with the Release notes.
Look for our recommended testing guidelines with each release. You can find them with Release Notes.
If you have any questions on the Winter 19 release please contact your Business Relationship Manager. We look forward to working with you and getting your feedback.
Read Virginia Leandro's blog about the the new era of Cognitive Service Management! As BMC expands its offerings and capabilities embracing cognitive service management, we wanted to ensure that our BMC Helix Remedyforce customers could also take advantage of these new offerings. Over the next several releases you’ll see us start to build more and more capabilities around cognitive such as integrating with BMC Helix Chatbot that are made possible by AI and machine learning. Today, you already enjoy BMC Helix Client Management. In this release we include integration with the new offering, BMC Helix Discovery, all of which are cloud based solutions bringing value to your organization.
Along with our name change, we are also releasing BMC Helix Remedyforce Winter 19 with a slew of features that will help further your value with BMC Helix Remedyforce! Read more here: BMC Helix Remedyforce Winter 19 – New name, New release!
Summer 19 EAP
We are pleased to announce that the BMC Helix Remedyforce Summer 19 Early Access Program (EAP) is now open!
*This program is for current Remedyforce customers in production only.
You can participate in this program to get insights into the upcoming Summer 19 release. You will also have access to a hosted sandbox where you can test drive the features of this release. We expect the hosted sandbox to be ready in early May.
The first step for you is to sign the BMC Pre-Release Software License Agreement. If you were a member of the BMC Helix Remedyforce Winter 19 Early Access Program, you may have signed the latest agreement and do not have to do so again. When filling out this agreement, you are required 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. The BMC Pre-Release Software License Agreement can be accessed here:https://communities.bmc.com/community/programs/pre-release-agreements/pages/saas
Next, you can request access to the BMC Helix Remedyforce Summer 19 EAP community: https://communities.bmc.com/groups/bp-00068-remedyforce-summer-19-early-access-program
We will be offering members of the EAP community the opportunity to have a pre-release of BMC Helix Remedyforce Summer 19 in their own sandbox. This will happen at a later stage of the release. We expect to be ready to install a build on your sandboxes in the first week of July 2019. If you wish to have a pre-release build pushed to your sandbox, please reach out to firstname.lastname@example.org.
We look forward to having your feedback in the EAP. If you have questions please contact your Business Relationship Manager at BMC Software.
Read Virginia Leandro's May Salesforce tech update to learn and about Salesforce Summer 19, requirements for the Salesforce Mobile App, instance refreshes and more. Read more here: Salesforce May 2019 Tech Update
Read Virginia Leandro's about the auto transition of organizations to the new Salesforce Lightning Experience. Read it here:Salesforce Auto-Transition to Lightning Experience
User Group Meetings
Join us for the London BMC Helix Remedyforce User Group Meeting at 10AM - 5PM (BST) Tuesday, May 21st 2019. John Fulton and Nikhil Deshpande from our Product Management Team will be onsite to present our BMC Helix Remedyforce Roadmap. We will also be featuring a selection of presentations from customers who will share their BMC Helix Remedyforce journeys. This is a great opportunity to connect and network with other users, have open discussions and share your product experiences. Seats are limited, Please RSVP Here: Save the Date! London BMC Helix Remedyforce User Group - Tuesday 21st May
Join us for the Tokyo BMC Helix Remedyforce User Group Meeting from 10AM - 5PM (JST) Wednesday, June 4th 2019. We are hosting the BMC Helix Remedyforce and Remedy as a Service user group meeting for the customers in Japan. Our product management team, product experts will discuss best practices and the products they will also present our product Road-map. You will also have opportunity to hear more about the company from BMC executives. This is a great opportunity to connect and network with other Remedyforce users, have open discussions and share your product experiences. Seats are limited, Please RSVP Here: (日本語) BMC Helix Remedyforce User Group - Tokyo | Jun 4, 2019 10:00am - 5:00pm (JST)
Join us for the Tampa, FL BMC Helix Remedyforce User Group Meeting from 10AM - 5PM (EST) Tuesday, October 29th 2019 (subject to change). Members of our Product Management Team will be onsite to present our Product Roadmap. We will also be featuring a selection of presentations from customers who will share their BMC Helix Remedyforce journeys. This is a great opportunity to connect and network with other BMC Helix Remedyforce users, have open discussions and share your product experiences. We are in the planning phase for this meeting and your input would be valuable to us. If you would like to attend, would like to present a customer success story or have topics about the product that you would like our team to present, please provide feedback Here: BMC Helix Remedyforce User Group Tampa
Remedyforce Support Videos
Remedyforce Support has put together a Youtube Remedyforce 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 list of topics here: BMC Helix Remedyforce YouTube Support Video Index
We Are Listening
Vote it up
Let's collaborate on Ideas to improve our Product
Look at ideas that were active recently, vote and comment with your feedback. Should you not find an idea for new/improved functionality you want, go ahead and create a new idea. Read more here: How To: Create an Idea in Communities
Email from Activity Feed The standard email from the activity feed causes our users confusion when our staff forget to select an email template or do not include enough information so they know which incident is being referenced. It would be great if we could select a default email template to use when sending an email from the activity feed or if we could apply an HTML template to these emails.
Currently, the configuration of the templates is done by "Profiles". As a suggestion to have the templates configured by Accounts or Permission Sets (as Request Definitions)
Preparing June 2019 Newsletter!
This is your newsletter, let us know what BMC Helix Remedyforce topics you would like included, comment below!
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 Buzz
This document was created to easily find the Remedyforce Episodes of the Podcast Run & Reinvent. Enjoy our customer's success stories! Listen here: Remedyforce - Run & Reinvent Podcast Episodes