BMC Helix Remedyforce Monthly Newsletter – July 2020 Edition

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    The BMC Helix Remedyforce team continuously works to deliver resources that enable you the freedom, with built in utilization and KPI data to assess how your company is utilizing your solution, research documentation and BMC best practices, education through BMC Academy and providing customer support, to get the maximum value from your solution.  In this month's issue learn how SUNY Schenectady County Community College used Remedyforce in an innovative way to screen for COVID as they prepare to semi-reopen their school for the Fall semester!  Read two new blogs regarding SSO troubleshooting and a KBA Article about the review & approval processes.  Meet our featured Remedyforce team member Gabriela Noguez, 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

    Customer Case Study


    Thinking outside of the box for business use case solutions

    During this unprecedented time, with the college looking to semi reopen, SUNY Schenectady County Community College needed a method to electronically track people in and out of the building.  Using BMC Helix Remedyforce in an innovative way Jeff Snow, interim CIO and Director of IT Operations found he could use the solution to assist with the schools COVID screening process.  Read Michelle Wettengel's latest blog to learn how to implement this process for your company here: BMC Helix Remedyforce: Create entry screening questionnaire in Self Service due to COVID

    Suny COVID.png

    “No one on staff could quickly/easily create an APP so I suggested using Remedyforce. Creating a Request Definition that does not auto email everyone when they create, but does send an alert to HR when someone answers YES!” -Jeff Snow


    Thank you Jeff Snow for collaborating on this article and to SUNY Schenectady County Community College for becoming a Remedyforce reference and sharing your case study.  If you are a Remedyforce customer, have a great success story to share and highlight to our community, please don't hesitate to reach out to your Business Relationship Manager or contact us at


    BMC Helix Remedyforce Team Corner

    Gabriela Noguez.jpg

    Meet Gabriela Noguez Flores a current member of the Remedyforce Support Team, although this hasn’t always been the case. She started on the Remedy ITSM Apps team, where she built her ITIL foundation; then joined the Discovery team for about a year and accomplished her Discovery Certification.


    Gabriela has been living in Guadalajara for the last 5 years and after obtaining a degree in Psychology, she took a 180` turn and applied for a Developer crash course scholarship.  This offered her the opportunity to apply to BMC where she felt she could bring some of her joy, flexibility and eagerness to learn.


    She is one of those travel enthusiasts and a beach lover.  Whenever she is ‘Away’, most likely you will find her under a palm tree enjoying some of the beautiful nearby beaches of Jalisco…or being chased by deer. (Photo taken in Nara, Japan)


    Things you need to know

    New Resource

    We’re evolving our customer success organization to deliver support and enablement resources to better serve you on your Remedyforce journey!  If you have questions for our Business Relationship Team please contact and we’ll put you on the right path.


    Product News



    There is still time to join!  BMC Helix Remedyforce Summer 20 Early Access Program is open until July 24th. 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)



    Read John Khattyan's blog about how SSO issues are tricky to resolve if you don't know how SSO works.  Once you have enough understanding, analyze the issue and after that follow debugging steps.  Read more here:  BMC Helix Remedyforce Debugging Single Sign On issues



    Read Diego Novoa's latest blog.  Have you ever wanted to get your Knowledge Articles reviewed and approved? It could be the case that you have a dedicated team to generate knowledge and if they are not always delivering content that would meet your company's criteria it is time to get your Knowledge articles through an approval process.  Read more here:  Helix Support: Get your Knowledge Articles Reviewed and Approved


    Are you wondering how to configure Single Sign On with Microsoft Azure in BMC Helix Remedyforce?  Start here: BMC Helix Remedyforce - How to Configure Single Sign On with Microsoft Azure - INCLUDES VIDEO






    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


    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 August 2020 Newsletter!

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