BMC Helix Remedyforce Monthly Newsletter – June 2020 Edition

Version 3
    Share This:




    June is the month we celebrate Fatherhood.  To all you of dad's out there, Happy Father’s Day!  In this month's issue read a summary of our highly successful EMEA virtual User Group.  Meet our featured Remedyforce team member Florentino Velasco, read BMC's announcement about Internet Explorer 11, join the Summer 20 EAP and be sure to take advantage of all of the resources you have available with your subscription. Enjoy from the entire BMC Helix Remedyforce Organization!


    Members Spotlight

    BMC Helix Remedyforce Team Corner

    Florentino Velasco.jpg

    Meet Florentino Velasco, one of the support managers for BMC Helix Remedyforce.  Since Jan 2020 Flo has been performing as the Virtual Team Manager for this product. He has 17+ years of experience in the IT Industry and has been with BMC for the last 3. Flo holds a computer systems engineering degree, Master degree in IT Management and some additional certifications such as, PMP, Scrum Master and ITIL V3 to mention some. He was born in Ciudad Guzman, Jalisco; a small town close to Guadalajara where he currently resides.


    Flo loves to entertain and have fun with family and friends. He loves to watch and play sports, especially, soccer, basketball  and  tennis.  He supports a local Mexican team named Chivas that plays only with Mexican born players, the Houston Rockets and Roger Federer respectively!


    Flo takes great pride in his work and cultivates a collaborative atmosphere on our support team. He runs a tight ship but makes sure to make time for fun and relaxed conversation.


    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



    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 here:  BMC Helix Remedyforce Browser Update - Internet Explorer 11 & Microsoft Edge (non-Chromium)


    Salesforce has planned to deploy changes to Sandboxes within the next few days. These changes can potentially impact your sandboxes. Please assess the impact on your organization and take appropriate action. Read more here: Upcoming Salesforce changes: potential impact on Sandboxes





    Please join Jair Ramos from Remedyforce Support for a live webinar on July 24, 2020 at 11:00 am EDT.  RSVP Here and add it to your calendar:  BMC Helix Remedyforce Webinar Series: How to Import/Export Records Using Data Loader

    Topic:  BMC Helix Remedyforce Webinar Series: How to Import/Export Records Using Data Loader

    • How to Import Records
    • How to Export Records
    • How to Update Records


    Event Highlights

    EMEA Virtual User Group



    Richard Would and Juliette Murray hosted a very successful virtual BMC Helix Remedyforce – EMEA User Group on June 9th, 2020.  The agenda covered Summer ‘20 Features Focus, Partner Spotlights, and User Stories on Power BI, and implementing Service Request Management processes.  We had Partners attending the event, and for the first time Partner Spotlight sessions by: AiM Ltd, Matrix and 2Grips. We would like to take the opportunity of thanking our Partners for attending the event, and especially to those that provided spotlight sessions.  It was a great opportunity to hear first-hand about you, your specialisms, and case studies.  I know our Customers will have benefited from listening about the great support and work that you are doing with Remedyforce, and how you are adding value. 


    From BMC, we had the Summer ’20 Features Focus delivered by Nikhil Deshpande


    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 June event we had two presentations:


    • User Story 1 – Andrew Hardwick (Arcadis) – spoke about their use of Power BI, to visualize the Remedyforce data, and to provide enhanced reporting and dashboards.  Andrew also spoke about their future plans for the use of Power BI
    • User Story 2 – AnneMarie Goyvaerts (Telenet) spoke about their implementation of their service request processes, and how Remedyforce new features in recent releases had been the enabler for this

    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.


    Other Resources

    Customer Reference Guide

    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

    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


    We Are Listening

    Preparing July 2020 Newsletter!

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