BMC Helix Remedyforce Monthly Newsletter – January 2020 Edition

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    On behalf of the entire BMC Helix Remedyforce Team, we would like to wish you a happy and prosperous New Year!  We are starting the 20's off with a roar keeping you informed of all the vital information you need to be successful with Remedyforce.  In this month's blog section understand our Support severity code matrix, contact support in the product with the new integrated chat feature, catch up on this month's Salesforce Tech updates and look over product ideas and vote them up.  We encourage customers currently in production to sign up for the Winter 20 EAP and participate in testing the new release.  It's our resolution to make 2020 our customer's most successful year yet!


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    Things you need to know


    Product News

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    We are pleased to announce the Winter 20 Early Access Program! Joining the Winter 20 EAP is a two-step process:

    1. Sign the BMC Pre-Release Software License Agreement. Participants of the Summer 19 EAP and the Winter 19 EAP would have already signed the latest agreement. They do not have to do so again. As always, the agreement cannot be changed for any customer or partner. Signing the agreement is a mandatory step before they will be admitted into the Summer 19 EAP community.
    2. Request to join the Winter 20 Early Access Program community. This is where the product management team will be sharing insights into what’s coming in this release. EAP participants are encouraged to provide feedback including any defects that they find. At a later stage, we will also be sharing links to videos on the features of this release.

    We have started creating content on the Winter 20 EAP community.  Reach out to your dedicated BRM if you have any questions.

    Marc Harris, Hugo Gracia, Richard Would, Jennifer Schertz, Shin Tominaga, Juliette Murray, Mike Leveiller, Tina Vega, Colleen Dunbar, Ryan Montesano, Michelle Wettengel, Yogesh Kumar, Cheryl Woolsey


    Please read Virginia Leandro's important blog. Google's Chrome Browser version 80 is currently scheduled to be stable and ready for general release on or around February 4, 2020.   This release fundamentally changes the way the default cross-domain (aka SameSite) behavior of cookies.  While this change is being made to enhance security and privacy while browsing the internet, it is having an impact and we wanted to make you aware of the changes.  Read more here: Alert: Impact of Google Chrome 80 SameSite Secure Cookie Settings


    We analyzed the last 6 months of severity 1 cases (SEV1s) for BMC Helix Remedyforce and here is what we found. About 50% of SEV1s fall to Murphy's Law, "Anything that can go wrong will go wrong."  They happen and all we can do is respond to them.  Hats off to all those Admins and Support Analysts who work to resolve these issues.


    The other 50% were preventable.  It is to these that we dedicate this blog...  Preventing most of these boils down to communication. Maximum uptime requires working together with Internal Salesforce, Network, Email and Security teams. Here are the most common problem areas. Read more here: No SEV1s!  Preventing Remedyforce Outages.  Suggestions to Keep Your Org Up and Running


    Read Jair Ramos's blog.  Ever needed an answer to a question, and not been able to find the article, video or blog?  Don’t want to open a support case because it’s one more place to login?  We hear you!  BMC Helix Remedyforce is always working to reduce customer effort and improve the customer experience.  Chat directly with a BMC Technical Support Engineer using the integrated chat feature.  Read more here: Helix Support: Contacting Support Was Never So Easy


    Read Virginia Leandro's January's Salesforce tech update to learn about the Salesforce Spring 20, feature retirements, instance refreshes and more.  Read Here: Welcome to 2020 and the Salesforce January 2020 Tech Updates




    Please join Ramiro Torres from Remedyforce Support for a live webinar on January 31, 2020 at 11:00 am EST.  RSVP Here and add it to your calendar: BMC Helix Remedyforce Webinar Series: Remedyforce and Salesforce Profiles and Permission Sets


    Topics:  BMC Helix Remedyforce Webinar Series: Salesforce Automation Tools

    • Introduction to Profiles and Permission Sets
    • Record Access
    • Object Access
    • Remedyforce Out of the Box Profiles and Permission Sets


    We Are Listening

    Customer Solution Contribution

    We need your feedback!


    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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    Time Tracking Across All Objects On the ACTION CLOSE form of Incidents and Service Request there is a filed called "Time Spent" that allows the Staff to enter the time they worked on the ticket in minutes. This field in not available to CHANGES and TASKS...WHY? Our shop is moving to a Task management model. We are receiving push-back due to the lack.


    Support "Dynamic Fields" / "Dynamic field sets" - ability to hide/show &make certain fields required based on certain values or form value selection Please provide ability to load /hide dynamic fields based on values in other field. In short we want Dynamic forms or ability to make fields required and visible  and load on certain selection



    Allow warning messages vs. only validation rules Under our organization’s Change Management policy, we require that certain actions occur before other actions (e.g. the change request must be fully approved before any implementation can occur).  We have date fields on the change request form that we use to check these actions.


    When users accidently has a typo in the date field that would make the dates go against of policy, we would like to have 'warning message' functionality that would act like a validation rule, but instead of preventing a save, it would just present a pop-up window with custom text where we could alert users to the possibility of that typo. They could click 'OK' to the pop-up message and then the save still occurs and they could choose to change the value after the save.


    Maybe the best way to implement this is to add a feature to validation rules that turns the validation into a 'warning message' instead of a preventative function.



    Other Resources

    Remedyforce Support Videos

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    Support Video Index

    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


    Knowledge Articles

    The Remedyforce Top 25 Knowledge Articles.  Each month we will update list to provide the most used documents for the past month. Top Viewed BMC Helix Remedyforce Knowledge Articles



    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


    Customer First Steps

    This document details a customer's first steps from creating a trial org to provisioning licenses through your first weeks with the product.  It outlines important resources for Administrators such as access to Support, Education & Communities and so much more!  Read more here: Welcome to BMC Helix Remedyforce - New Customer First Steps


    Preparing February 2020 Newsletter!

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