BMC Helix Remedyforce Monthly Newsletter – August 2019 Edition

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    Summer is in full swing and your mind is probably on fitting in that last vacation, a trip to the beach, or one last getaway.  Well we have a BMC Helix Remedyforce User Group event coming up, come meet us!  Hear from our product experts, network with other Remedyforce customers and take an extra day or two and enjoy Tampa.  RSVP as space is limited! In this month's edition meet our Remedyforce team member, Ajit Shukla, and follow him on communities.  We are happy to announce that Summer 19 is generally available! Read about the new features, insights & see demos in the blog section, catch up on the August Salesforce Tech update and the requirement for the Salesforce upgrade to TLS 1.2. Please take a moment to take our short surveys to let us know what future enhancements are important to you and vote up some ideas for functionality improvements.  Read about the successful User Group Meetings in Canada and Singapore, you won't want to miss Tampa!.  Enjoy from the entire BMC Helix Remedyforce team!


    Members Spotlight

    BMC Helix Remedyforce Team Corner

    Follow our members on Communities!


    Ajit Shukla is our BMC Helix Remedyforce Platform Systems Administrator.  He is a seasoned IT professional based in Pune, India with over 9 years of experience in the IT Industry which includes 6+ years into Salesforce Configuration and Customization.


    He holds a Master’s Degree in Business Administration and also holds several Salesforce Certifications including: Salesforce Certified Administrator, Advance Administrator and Developer. He is a quick learner, equally successful in both team and self-directed settings.


    Before BMC he worked with several IT companies where he gained experience with new technologies, Technical Support, Customer Success and Relationship management.


    His free time is spent with his wife adoring their one year old son.


    Things you need to know

    Product News


    Summer 19

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    We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generally available. See the release blog in the next section for features, insights demos and release schedules!  If you have questions please contact your Business Relationship Manager at BMC Software.



    We are pleased to announce that the BMC Helix Remedyforce Summer 19 release is now generaly available.   We are excited to announce several capabilities in this release.  Read Nikhil Deshpande's blog here: BMC Helix Remedyforce Summer 19 is Generally Available!


    Read Virginia Leandro's August 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 August 2019 Tech Update


    Nikhil Deshpande's blog discusses measuring the value of your Service Management adoption. You made a significant investment in a service management solution. You hired the best service management professionals and engineers to make your project successful. You even engaged a partner to accelerate your implementation project. After the new solution is implemented, how do you know how well your organization is using it?  Read more here:  Measuring the Value of Your Service Management Adoption

    Read Virginia Leandro's blog about the auto transition of organizations to the new Salesforce Lightning Experience. 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).  Read it here: Update: January 9, 2020: Salesforce Auto-Transition to Lightning Experience


    Event Highlights

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    Toronto User Group

    Mike Leveiller hosted the first ever Canadian Remedyforce User Group and it was a huge success! Toronto was the city of choice and we had several Remedyforce customers attend.  Paul Santos from the Cadillac Fairview presented their Remedyforce Journey!  We were also excited to have Sam Maalouf from RJR Innovations with us as well. John Fulton from our Product Management team was there to cover our BMC Helix Remedyforce Roadmap and discussed some Homepage Design ideas.  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.  Thank you to all who attended!

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    Singapore User Group

    With a very successful Remedyforce user group in Japan, BMC took the Remedyforce user group back to Singapore after a hiatus of several years. The venue for this year’s user group was the BMC’s APJ headquarters in Singapore. It was great to meet customers as well as new and existing partners discussing their business challenges and their successes with Remedyforce. Discussing and showing off BMC’s cognitive capabilities including the Remedyforce ChatBot was one of the highlights of the sessions, coupled with some great discussions around user experience. The audience was very excited to see the plans for Remedyforce including the latest release Summer ‘19 as the ITSM landscape evolves.


    The attendees valued the opportunity to meet their peers; network, share thoughts and ideas and discuss some common challenges, looking forward to the next user group.


    Upcoming Events



    Please join Remedyforce Support for a live webinar on September 6, 2019 11:00am EDT.  RSVP Here and add it to your calendar: BMC Helix Remedyforce Webinar Series: Salesforce Reports and Dashboards

    Topic:  BMC Helix Remedyforce Webinar Series: Salesforce Reports and Dashboards

      • How to use Standard Remedyforce Reports
      • How to use Standard Remedyforce Dashboards
      • How to Create Custom Reports and Dashboards
      • How to Export Reports
      • How to Create Custom Report Types


    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 Tampa, FL BMC Helix Remedyforce User Group Meeting from 9AM - 4PM (EDT) Thursday, October 3rd 2019.  Members of our Business Relationship Management & Product Management Teams, including Lisa Kraas, Hugo Gracia & John Fulton, will be onsite to present our Product Roadmap, CMDB insights, product features and much more. We will also be featuring a selection of presentations from customers who will share their BMC Helix Remedyforce journeys. We are pleased to feature our BMC Helix Remedyforce customer  Michael Gregg  from Tupperware Brands Corporation as he presents their BMC Helix Remedyforce Case Study.  This is a great opportunity to connect and network with other BMC Helix Remedyforce users, have open discussions and share your product experiences.  RSVPHere: BMC Helix Remedyforce User Group Meeting in Tampa, FL on October 3, 2019


    BMC Conference


    Join us at BMC Helix Immersion Days 2019 September 16th - 19th, 2019 BMC will be hosting a technical (end-user) conference focused on Helix, which includes BMC Helix Remedyforce.  The BMC Helix Remedyforce Product Management Team will be hosting numerous sessions devoted to Remedyforce to discuss new and existing capabilities.  We will have several Product Managers and R&D at the event to meet with Customers and facilitate the sessions below.  There will be time to talk 1:1 with the Product Managers and R&D about current capabilities as well as desired capabilities. Register Here: BMC Helix Immersion Day

    Expected Sessions:


    Below are the current sessions we have planned specific to BMC Helix 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.

      The Registration cost is $750; Customers can receive a discount by using customer discount code earlybird (discounted rate of $500). 


    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.  Take 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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    Please hide "Remedyforce workspaces tab" from out of box ServiceDesk Staff Permission Set.

    - BMC recommends to use out of box permission sets however the out of box permission set has lot of extra access

    - We do not want to maintain one more permission set and manually add all changes for patch or upgrades

    -For example the legacy "Remedyforce workspaces tab" this gives access to lot of areas.

    - We have restricted Eidt access however they can still edit Templates and view all of this

    - Yes templates can be modified by staff - chances of you breaking all service request and approvals or any automation


    Easy CI lookup filtering for SRD- SelfService

    When an Input field of Lookup type is created for Base Elements, it shows all CIs in the CMDB.  It will be better if there is an ability of predefined filter so that when an End User is using that lookup while submitting the SR, he gets to see a limited view instead of showing everything.



    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 IndexBMC Helix Remedyforce YouTube Support Video Index



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


    This document was created to easily find the BMC Helix Remedyforce Episodes of the Podcast Run & Reinvent.  Enjoy our customer's success stories! Listen here: Remedyforce - Run & Reinvent Podcast Episodes


    Preparing September 2019 Newsletter!

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