BMC Helix Remedyforce Monthly Newsletter – May 2020 Edition

Version 3
    Share This:

    May 1.JPG


    In May we honor our mothers and we want to give a big shout out to you all this year!  Being a mom is a juggling act and somehow, with recent events adding more to the mix, you all handle it with grace. Thank you for all that you do!  In this month's edition meet Jair Ramos in the Team Corner.  Join the Summer 20 EAP and sign up for our upcoming BMC Helix Support Webinar.  We are bringing the Virtual User Group back so you can all join in from the comfort of your laptop!  The first in the series will be in EMEA, mark your calendar and RSVP.  Read blogs regarding the BMC browser update, static resources, the CMDB defect workaround, consider using the Mobile App to change the landscape of your day to day work model and much more.  On behalf of the entire Remedyforce team, enjoy!


    Members Spotlight


    BMC Helix Remedyforce Team Corner

    Jair Ramos.jpg

    Meet Jair Ramos a member of our Remedyforce Support team located in Guadalajara, Mexico.  He has been in the IT field for 6 years and holds the Salesforce Certified Platform App Builder certification.  He has produced Remedyforce video tutorials for our Support Youtube Channel, he is coordinating the Remedyforce Support Chat and has a customer success record of 200+ Support Surveys at 100% rating. 


    In Jair’s free time he enjoys bowling, traveling and going to the movies. He is also an entrepreneur with his own cosmetic brand.


    Things you need to know

    Product News


    BMC Helix Remedyforce Summer 20 Early Access Program is open! We are pleased to announce that the BMC Helix Remedyforce Summer 20 Early Access Program (EAP) is now open. You can participate in this program to get insights into the upcoming Summer 20 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 April 2020. The first step for you is to sign the BMC Software Pre-Release Agreement. When filling out this agreement, you are required to use the Company Name that was used on your Support Contract to cover all staff who may want to participate in the EAP. Next, you can request access to the BMC Helix Remedyforce Summer 20 EAP community. We will be offering members of the EAP community the opportunity to have a pre-release of BMC Helix Remedyforce Summer 20 in their sandboxes. This will happen at a later stage of the release. We expect to be ready to install a build on your sandbox in July 2020. 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 BMC Business Relationship Manager.

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


    Read Richard Would's blog about how static resources allow you to upload content that you can reference in a Visualforce page, including archives (such as .zip and. jar files), images, style sheets, JavaScript, and other files.  There is a Salesforce limit of 5MB for a single static resource and 250 MB for static resources in total. Remedyforce has a set of files, more could be added in future releases, and customers may add some of their own. Once you have reached this limit, you will receive deployment errors during org upgrades Read Here: BMC Helix Remedyforce Static Resource limits and clean-up


    Read John Fulton's blog about a defect in the BMC Helix Remedyforce CMDB that was introduced in the Remedyforce Winter 20 patch, which was first released a few weeks ago.  The good news is that this issue only occurs during a very specific scenario within the Remedyforce CMDB and for most customers, will not be an issue.  Please see the details here: BMC Helix Remedyforce CMDB Winter Patch 2 Defect and Workarounds


    BMC Software has made a company wide announcement that as of February 2021, the company will no longer support or test Internet Explorer 11. Details can be found in Virginia Leandro's here: BMC Helix Remedyforce Browser Update - Internet Explorer 11 & Microsoft Edge (non-Chromium)

    Mobile Staff.JPG

    Not only has the COVID-19 pandemic dramatically affected our way of life, but it's also changed the way businesses and customers interact. With that in mind, we would like to remind our customers that the BMC Helix Remedyforce Mobile App can be a great option to better adapt to the ever changing landscape of our day to day work model.  Within this document you will find an overview of the features and benefits which will allow you to enable, configure, and deploy the Mobile App with ease.  Read more here: BMC Helix Remedyforce With the Salesforce Mobile App for iOS and Android With several customers now moving to Lighting, we’ve had some ask what the URL format would be in the email notification for sending the recipient to either Self Service or the Remedyforce Console. Since the format for those links are different from Classic to Lighting, we have updated this knowledge article to reflect these changes. Read more here: BMC Helix Remedyforce - How to Add a URL Link to an Incident, Task, Change Request, or Problem Email Template Allowing Staff to Click the URL and be Taken Directly to the Referenced Record in the Remedyforce Console - INCLUDES VIDEO


    Read Virginia Leandro's May Salesforce tech update to learn about preparing for the Google Chrome cookie attribute change, Salesforce Summer 20, feature retirements, instance names and more. Read Here:  Salesforce May 2020 Tech Update





    Please join Ramiro Torres from Remedyforce Support for a live webinar on May 22, 2020 at 11:00 am EDT.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: Configure Remedyforce LDAP Pentaho Package

    Topic:  BMC Helix Remedyforce Webinar Series: Configure Remedyforce LDAP Pentaho Package

      • Install Pentaho 7 on Windows Server
      • Import users from Active Directory to Remedyforce

    Virtual User Group Meetings


    Join us for the EMEA Remedyforce User Group Meeting at 12PM - 2PM (BST) Tuesday, June 9th, 2020. Significant changes to our working environments, due to the outbreak of COVID-19, means that this year our BMC Helix Remedyforce User Group, will be virtual.  Our focus is on the health and safety of our employees, partners and customers, and the continuation of our services and business processes.  A virtual group will enable us to include customers and partners from regions that are unable to attend the group we host in London. Please RSVP Here: BMC Helix Remedyforce - EMEA Virtual User Group - June 9th 2020


    The agenda will include range of sessions:

    • User Stories (focusing on an area of business process)
    • Summer 20 features walk through
    • Partner Spotlights


    Other Resources

    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 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


    BMC Helix Remedyforce Hot Issues

    Based on feedback we are revamping the page!  Now you can find: Most Linked Docs, Latest Videos, Webinars and the Latest Features Videos all in one place: BMC Helix Remedyforce Hot Issues


    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 - Customer Reference Guide

    We Are Listening

    Preparing June 2020 Newsletter!

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