BMC Helix Remedyforce Monthly Newsletter – October 2020 Edition

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    Are you feeling trapped, stuck in a rut?  Looking for a way to move your helpdesk forward?  The BMC Helix Remedyforce BRM team is here to help!   RSVP to the free monthly Support Webinar series and make sure to add it to your calendar.  Check out the Product News to keep up with our Summer 20 release. We encourage you to watch the demos to see how you can implement all of the new features.  We are happy to announce the Winter 21 EAP is open.  We encourage all of our customers to join!  Meet Farid Fonseca from our Support team in our Remedyforce Team Corner.  Please log into communities so you can like, bookmark and comment below.  Enjoy, from the entire Remedyforce Organization!



    Member's Spotlight


    BMC Helix Remedyforce Team Corner

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    Meet our Support team member Farid Fonseca.  He was born in Zapopan, Jalisco and has lived there all his life. He has 6 years of IT experience. At his previous employ he became ITIL3 Foundation certified and gained technical experience. Farid has been with BMC for about 2 1/2 years, where he worked on BMC Discovery and obtained an accreditation as Discovery Administrator. He is a customer service oriented person and enjoys taking whatever time is needed to find the best solution for his customers, while at the same time continuing to learn.


    In Farid’s spare time he loves practicing/playing guitar and doesn’t miss a chance to jam with his friends. He also enjoys reading mostly about technology, politics, music and Philosophy, as well as traveling and going to concerts.

    Things you need to know


    Product News




    We are pleased to announce the BMC Helix Remedyforce Winter 21 Early Access Program (EAP) is now open. You can participate in this program to get insights into the upcoming Winter 21 release. You will also have access to a hosted sandbox where you can test drive the features of this release.


    The first step for you is to sign the BMC Software Pre-Release Agreement. If you have already signed this agreement with the last release, you are not required to sign it again. 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 Winter 21 EAP community.


    We will be offering members of the EAP community the opportunity to have a pre-release of BMC Helix Remedyforce Winter 21 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 January 2021. 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 Business Relationship Manager or

    Read Nikhil Deshpand's blog about how the Salesforce Experience Cloud, previously known as Community Cloud, enables organizations to deliver an online community where their customers, partners and employees can collaborate.  Salesforce Communities enable not just collaboration but also business transactions.  It is the capability that can be leveraged to deliver a Self Service Portal.  We have a shared environment wherein a Salesforce community has been hosted.  Read more here: Shared Environment for Remedyforce Self Service Community








    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

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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!


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    Please join Jair Ramos as he presents on Migrating Configuration Data from Another Organization in the October 28, 2020 webinar. Register & add it to your calendar here: Connect with BMC Helix Remedyforce – Migrating Configuration Data from Another Organization Webinar

    In this session, he will review how to migrate objects from one Salesforce Organization to another Salesforce Organization using the BMC Configuration Data Pentaho package.   The following objects are included:

    • Categories

    • Templates

    • Request Definitions

    • Service Level Agreements (SLAs)

    • QuickViews

    • Basic Configurations that include Status, Impact, Urgency, and Priority


    Upcoming Webinars




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



    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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    Become a Customer Reference!

    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. Read them all here:

    BMC Helix Remedyforce: Customer Success Spotlights


    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 November 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