BMC Helix Remedyforce Monthly Newsletter - June 2019 Edition

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    June is the month we celebrate fatherhood.  To all you dad's out there, I'm sure your kids would agree, Yoda best dad!  In this month's issue read about Cybera's successful implementation and how they are using the different components of the solution.  Please take a moment to take our short surveys to let us know what future enhancements are important to you, vote up some ideas for functionality improvements and check out the education materials available to you.  Join the Summer 19 EAP, read blogs regarding the requirement for the Salesforce upgrade to TLS 1.2 and the May Salesforce Tech update. Check out the local User Group Meetings in your area including Canada, Singapore, Dallas and Tampa, FL!  Our Tampa User Group needs your feedback, please take the quick survey and let us know you will attend. To all of the dads in our community, may the Remedyforce be with you.  Enjoy from the entire BMC Helix Remedyforce Organization!

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    Members Spotlight

    Customer Case Study


    Cybera chose BMC Helix Remedyforce because of its ease of implementation and integration, and because it runs on Salesforce.  Cybera's BMC Helix Remedyforce implementation was fast and easy, and it provided all the capabilities the organization required, straight out of the box.  The Service desk team is now using all BMC Helix Remedyforce components including incident, change, asset, knowledge, release, service request/service level management, self service portal, surveys, dashboards and reporting. Read More Here: Cybera transforms service management with BMC Helix Remedyforce to win the Info Security 2019 Gold Award


    If you would like your company featured on a podcast episode reach out to your dedicated Business Relationship Manager for more information.


    We Are Listening

    Customer Solution Contribution

    We need your feedback!  Our BMC Helix Remedyforce R&D Team have put out the below surveys to Identify, from our customer's perspective, what enhancements will be implemented in future releases.


    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.  Survey Here: Remedyforce Documentation Survey


    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


    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

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    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.


    Ability to select if non-working hours should be saved in Total Work Time field We would like to be able to store the total work time that an staff member spent in an incident record out of business hours in the OOTB field Total Work time, currently Total Work Time field only saves the time effort spent within business hours.


    Common Tickets (Templates) - By Accounts or Permission Sets  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).


    Ability to add a filter to the CC field of Action/Email or Activity feed/email  Currently, when selecting the Activity Feed/Email, the email cc field displays ALL active users, including any external Community users. Having the ability to filter the list of users either directly in the pop-up or at the admin level, would shorten the list of users to select from.


    Things you need to know

    Product News

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    BMC Helix Remedyforce 20.19.01 (Winter 19) Patch 3 Testing Guidelines

    BMC Helix Remedyforce 20.19.01 (Winter 19) Patch 3 contains a few defect fixes to improve the product quality. It is recommended that if you choose to self-upgrade, then first upgrade and test in your sandbox organization before pushing the 20.19.01 Patch 3 to your production organization.

    This document provides testing recommendations related to defect fixes addressed in the BMC Helix Remedyforce 20.19.01 Patch 3 release. Note that these guidelines might not cover all customizations or configurations that are specific to your organization. Hence, it is recommended that this document be used as a reference for understanding the possible product areas which might have undergone changes. Partners and customers are expected to not limit their validations to the ones mentioned in this documentation. They should also execute their test suites to ensure all the use cases important to their business continue to work as expected.

    For more information on the release details, refer to the BMC Helix Remedyforce 20.19.01 Patch 3 release notes.

    For more information about the testing guidelines, refer to the table In this Document: BMC Helix Remedyforce 20.19.01 patch 3 sandbox testing guidelines - Documentation for BMC Remedyforce 20.19.01 - BMC Doc…


    Read all about it!

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    Richard Would and Jules Murray hosted a hugely successful BMC Helix Remedyforce - London User Group. on May 21st May, 2019.  We also had 4 Partners attending the event for the first time - Column Technologies, AiM Ltd, KTSL Ltd and Fusion.  We would like to take the opportunity of thanking our Partners for attending the event.  It was a great opportunity for networking with you, and I know our Customers benefited from you being there, and having the chance to talk to you about your continued support of the solution.  From BMC, we had sessions from John Fulton, Nikhil Deshpande, and Lisa Kraas covering the BMC Helix Remedyforce Roadmap, the Value Adoption Dashboard, Homepage Design ideas and Reference Program. 


    One of the main aspects of our User Groups, is the User Stories.  We asked our customers if they would like to share their Remedyforce journey with other users, an opportunity to share the highs and lows, triumphs and achievements, and individual roadmaps for the solution.  At our May event we had three presentations:


    • User Story 1 – spoke about their move to the SW of the UK, their Service Catalog implementation, and continued drive towards improved quality of support.
    • User Story 2 - spoke about the history of their company, what they have achieved with Remedyforce to date, including the onboarding of non-IT business units, such as Finance and Procurement.
    • User Story 3 - spoke about their Remedyforce journey so far, their Self-Service solution, BMC Discovery and Automation.


    We continue to see huge value in bringing together our Customers (and now Partners) to network and share common experiences and interests in relation to Remedyforce.


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    The Tokyo Helix Remedyforce User Group held on June 4th was a fantastic event hosted by Shin Tominaga.  This was the first User Group in Tokyo and it was well attended by Customers and Partners.  Customers were very excited about the session and it was very interactive.  A Chatbot Demo was provided and the BMC Helix Remedyforce Roadmap was discussed.  Customers were able to share information and Product feedback.  We are already looking forward to the next User Group in Japan.


    Summer 19 EAP

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    We are pleased to announce that the BMC Helix Remedyforce Summer 19 Early Access Program (EAP) is open!

    *This program is for current BMC Helix 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.  The hosted sandbox is available.


    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:


    Next, you can request access to the BMC Helix Remedyforce Summer 19 EAP community:


    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.  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


    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 June Salesforce tech update to read and about Salesforce Summer 19 updates, requirements for the Salesforce Mobile App, instance refreshes and more.  Read more here: Salesforce Tech Updates for June 2019


    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


    Upcoming Events

    User Group Meetings

    As you can see from the success of our resent User Group meetings in London and Tokyo, our BMC Helix Remedyforce User Groups are great opportunity to connect with our Project Management & Business Relationship Management teams, network with other Remedyforce customers and have open discussions about product experiences.  If you would like to see a BMC Helix Remedyforce User Group in your area and if you would be willing to share your customer story please reach out to your dedicated Business Relationship Manager for more information.



    Join us for the Toronto BMC Helix Remedyforce User Group Meeting at 12PM - 5PM (EDT) Wednesday, July 17th 2019. John Fulton from our Product Management Team will be onsite to present our BMC Helix Remedyforce Roadmap along with a special product session. We will also be featuring a presentation from two Customers who will share their BMC Helix Remedyforce journey. 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: Save the Date! First EVER Canadian BMC Helix Remedyforce User Group - Toronto Wednesday July 17th, 2019



    Join us for the Singapore BMC Helix Remedyforce User Group Meeting on 2PM - 5PM (SGT) Wednesday, July 24th 2019. This is a great opportunity to connect and network with other BMC Helix Remedyforce users, have open discussions and share your product experiences.Please RSVP Here: BMC Helix Remedyforce User Group - Singapore Wednesday 24th July


    Come join us for the next Dallas User Group meeting featuring new Product Capabilities form 9AM - 12PM (CDT) Monday August 19th 2019. Join Virginia Leandro, from the Remedyforce Product Management Team, who will be onsite to demo Chatbot capabilities.  We will present the BMC Helix Remedyforce Roadmap and get a preview of the new features coming in Summer 19.  This is a great opportunity to connect and network with other Remedyforce users, have open discussions and share your product experiences.  Please RSVP Here: BMC Helix Remedyforce User Group Meeting in Dallas, TX on August 19, 2019


    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


    BMC Conference


    Join us at BMC Helix Immersion Days 2019 September 16th - 19th, 2019 and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Here: BMC Helix Immersion Days



    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 BMC Helix Remedyforce Certified. From our Web Based Training series to to our BMC Helix 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 Remedyforce Channel that we encourage all of our customers to view and follow. It currently has 60 videos (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


    Preparing July 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