BMC Helix Remedyforce Monthly Newsletter – September 2020 Edition

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    School is back in session for kids everywhere.  Whether brick & mortar or virtual, we all know how important education is.  We want to remind you of all the Remedyforce courses you can take to make the most of your Remedyforce solution.  In addition to all of the free WBT's you can take in BMC Academy to brush up on your Remedyforce skills (see the Customer Reference Guide for details), we encourage you to join our monthly Support Webinar series, make sure to add them to your calendar.  Join us in welcoming Pablo Macias to our Support team and learn more about him in our Remedyforce Team Corner and make sure you read our product news to keep up with our latest Summer 20 release. We encourage you to watch the demos to see how you can implement all of the new features! Has your company considered becoming a Remedyforce reference?  Check out the Member’s Spotlight section and speak to your Business Relationship Manager to collaborate and share your Remedyforce success story.  Please log into communities so you can like, bookmark and comment below.  Enjoy, from the entire Remedyforce Organization!

     

     

    Member's Spotlight

     

    Customer Case Study

    Our BMC Helix Remedyforce customers are integral to our success as an ITSM solution.  We have created a centralized place to showcase our reference customer's success stories and share their journeys so it may inspire ideas for user adoption and conversations with our Business Relationship Management team. Our goal is to help you get the most out of your solution.

    BMC Helix Remedyforce: Customer Success Spotlights

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    If you're a BMC Helix Remedyforce customer and have a success story to share and highlight to our community, please reach out to your Business Relationship Manager or contact us at RemedyforceSuccess@bmc.com.

     

     

    BMC Helix Remedyforce Team Corner

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    Meet the newest member of our incredible Remedyforce Support team, Pablo Macias.  Pablo has worked in IT for 13 years, 4 with BMC where he worked on the on Atrium CMDB team and earned his Atrium CMDB Certificate.  He is also certified in ITIL and is a Six Sigma Green belt.  He has a mind for problem solving and enjoys working with customers. Pablo goes the extra mile to make sure our customer’s are taken care of. 

     

    In his free time he enjoys playing bass and guitar, basketball and many other sports.  He also likes attending concerts, festivals and loves to travel. Join us in welcoming Pablo to the team!

     

    Things you need to know

     

    Product News

     

    Blogs

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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!

    Read Jair Ramos's blog about the different reasons you may not be able to access your org, such as an expired password, a degradation issue from Salesforce, expired licenses, but the most common issue is related to the SSO certificates (in case you are using it). Users could get an error like: “We can't log you in. Check for an invalid assertion in the SAML Assertion Validator”. This error might give you a clue that something is happening with your SSO configuration and needs to be checked by the Admin of the org. Don’t wait too much time to have your org up and running again.

    Read more here:

    Helix Support: Can’t log in to your Salesforce Org? Say no More…

    Adobe announced End of Life for Flash Player in 2017. This was followed by leading browsers announcing the end of support for Flash Player.  Customers who are using Summer 18 or older versions of Remedyforce must upgrade.  Read more here: End of Support for Flash Player by Browsers

    Webinars

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    Please join Jair Ramos as he covers Segregating Users and Configuration Data during the September 30th, 2020 webinar. Register & add it to your calendar here: Connect with BMC Helix Remedyforce – Best Practices of How to Efficiently Use Incident Features Webinar

     

    In this session he will review the best practices for different incident features that are available in BMC Helix Remedyforce as well as different use cases that can applied for each one.

    •        Locking Incident records

    •        Incident Matching

    •        Creating Incidents from Email

    •        Incident Console

    •        Bulk Update Incidents from Console

     

    Upcoming Webinars
    MonthTopicAdditional
    OctoberMigrating Configuration Data from Another OrganizationDetails
    NovemberLeveraging Request DefinitionsDetails
    DecemberCreating Workflow Best PracticesDetails

     

     

    Other Resources

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    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 RemedyforceSuccess@bmc.com

    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

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    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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    Podcast

    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

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    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 October 2020 Newsletter!

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

     

    Customers who are using Summer 18 or older versions of Remedyforce must upgrade