BMC Helix Remedyforce Monthly Newsletter – August 2020 Edition

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    While the lazy days of summer are upon us and you may be thinking of that last vacation to the beach, we are making updates to your ITSM solution to make your job more efficient.  So, you can put that OOO on, jump in your car and relax knowing that your help desk is running smoothly.  In this month's edition we are happy to announce that Summer 20 is generally available!  See how adopting the new features can make your system more efficient and have a fresh look and feel for a more robust user experience!  Meet our team member Nikhil Deshpande and read his blog to get demos of all the new features.   Read our latest Customer Case Study and see how Tisak is utilizing Remedyforce and read our blog about Salesforce common org limitations that may be extended or changed and much more. Enjoy from the entire BMC Helix Remedyforce organization!



    Members Spotlight

    Customer Case Study


    Tisak was established in 1972, is the leading Croatian retailer and leading national distributor of printed material, tobacco, and other commercial goods. Tisak is among the top 20 Croatian companies in sales volume, and the only distributor that can deliver any product to any location in Croatia within 24 hours, 365 days in a year.

    Tisak is currently utilizing Incident Management and Request Fulfillment, Access Management and Asset Management.  Based off on Tisak’s BMC Helix Remedyforce usage Damir Suban, Consultant at mStart, explained, “With average number of 1800 incidents and 40 requests/month, Tisak Service Desk serves all its kiosks and internal business customers. It is a reliable and fast point of contact for all the IT-related issues. As a result of high customer satisfaction, multiple ideas have been designed to spread the usage of Remedyforce to other non-IT departments. Read Eric Valdez's blog here for the full story: BMC Helix Remedyforce Success – A Customer Spotlight: Tisak




    BMC Helix Remedyforce Team Corner


    Meet Nikhil Deshpande our Lead Product Manager. He has been with BMC for 13 years, including 5 years as a product manager for Remedyforce. He holds the certifications Pragmatic Marketing Level IV, AIPMM Certified Product Manager, and ITIL Expert. He has worked in several domains such as ERP, CRM, BI, digital marketing, and ITSM. You may recognize him from his Remedyforce blogs or the Remedyforce communities.  He goes the extra mile to get our customers the technical information they need. 
    He is a member of the Toastmasters Club of BMC Software. He is an avid reader, although the internet has spoiled him. He likes to travel and spend quality time with his beautiful family.


    Things you need to know

    Product News


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    We are excited to announce that BMC Helix Remedyforce Summer 20 is Generally Available (GA). New user interfaces for Service Request Designer, Remedyforce Discovery Setup, and CMDB Explorer, superior user experience of the Console, insights into incidents owned by queues, and service catalog enhancements will improve your staff productivity and transform the end-user experience.  See demos here: BMC Helix Remedyforce Summer 20 is Generally Available!

    Webinar 2.JPGPlease join Jair Ramos as he covers Segregating Users and Configuration Data during the August 28, 2020 webinar. Register & add it to your calendar here: Connect with BMC Helix Remedyforce – Segregating Users and Configuration Data Webinar


    In this session he will review the best practices for segregating records using role hierarchy and sharing rules. Also we will review how to troubleshoot issues related to sharing rules.


    Read Diego Novoa's blog about how working in Remedyforce, you may encounter some features that you may not be able to change or limitations that regular admins cannot surpass.  Luckily for some of them there is a fix, where we can get Salesforce to change the limit or extend its functionality.  If you face any of these situations simply log a case with Remedyforce support and we’ll take care of it. Read more here: Helix Support: Salesforce Common Org Limitations that May be Extended or Changed


    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

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    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.

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    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


    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, How to troubleshoot Remedyforce etc.. Please see the list of topics here:

    BMC Helix Remedyforce YouTube Support Video Index

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    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


    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


    We Are Listening

    Preparing September 2020 Newsletter!

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