9 Replies Latest reply on Jan 25, 2019 1:49 PM by Virginia Leandro

    Best Browser for Remedyforce Self Service

    Sam M Cohen

      Which browser/application works best for Remedyforce when used by clients/customers for self-service?

      • Applications are one choice.  are there ones for Windows [10], Android, IOS or Mac?
      • What does not work in the other browsers which makes them less acceptable?
        • 1. Re: Best Browser for Remedyforce Self Service
          Virginia Leandro

          Please check the Remedyforce documentation for supported browsers: Supported browsers, mobile devices, and integrations - Documentation for BMC Remedyforce 20.18.02 - BMC Documentation

           

          Please be aware as we get closer to our next release we'll be updating the above link...but suffice it to say, all current versions of Edge, Firefox, Chrome, and Safari are supported.

           

          For mobile apps we have applications that run on the application called Salesforce1.

          2 of 2 people found this helpful
          • 2. Re: Best Browser for Remedyforce Self Service
            Sam M Cohen

            For the browser section, specific browser versions are listed.  Does that mean it only works for that version?  Or that version, and later?

             

            It is not recommended to use IE11 due to security and performance concerns; and because it is not supported.  Then why is a version listed?

            • 3. Re: Best Browser for Remedyforce Self Service
              Virginia Leandro

              We're in the process of updating this list for our Winter 19 release.  We're dropping IE 11, and the most current versions of browsers such as Safari, Edge, and Chrome are what we actively use in our test bed.

              • 4. Re: Best Browser for Remedyforce Self Service
                AnneMarie Goyvaerts

                Virginia Leandro Our company as opted for the extended Salesforce support IE11 (Help | Training | Salesforce )

                What would the consequence of this announced dropping support for IE11 on Remedyforce for us  - Note that we do promote Chrome as a best practice but notice that mainly self service users stick to IE11

                • 5. Re: Best Browser for Remedyforce Self Service
                  Virginia Leandro

                  We're starting to find we can only go so far with IE 11.  We've come up against some issues (don't recall details) that when we opened cases with Salesforce, they were unable to provide any assistance.  Suffice it to say, if it's a problem with IE 11, but can't be replicated in any other the other browsers, we'll try to look at it, but there's no guarantee we'll be able to address it.

                  • 6. Re: Best Browser for Remedyforce Self Service
                    AnneMarie Goyvaerts

                    Virginia Leandro Fair - thanks for the heads-up, this allows us to plan for additional testing on IE11 once we upgrade our local sandbox

                    • 7. Re: Best Browser for Remedyforce Self Service
                      Virginia Leandro

                      As an aside, we're updating our supported browser section in the Winter 19 documentation.  Again, IE 11 is only really supported for Salesforce Classic.  But other IE versions (8, 9, 10) will no longer be tested or supported.

                      • 8. Re: Best Browser for Remedyforce Self Service
                        Sam M Cohen

                        Thanks for the useful information.  To recap, and infer some suggestions:

                         

                        With Winter 19, NO OFFICIAL support for IE11, but best efforts will be made to investigate issues reported regarding that browser.  Those issues will be fixed IF found in the other supported browsers; and might be fixed if only in IE11, though there is no commitment to that.

                         

                        Officially supported browsers are the current versions of Chrome, Firefox and Safari. What versions of each are these?  What about older versions? If BMC only tests the latest release with the latest browsers; there are no guarantees as to backwards compatibility?

                         

                        This is not just a BMC issue, but happens in a lot of products; and wreaks havoc in organizations where multiple products use multiple browsers and cannot upgrade browsers without significant regression testing.  It would be helpful for BMC to publish a policy on how they support browsers, and explicitly list the browsers AND versions supported with each release, clearly noting where changes to support have occurred.since the prior release.

                         

                        It would also help to note if there are specific areas of functionality and features which fail under a particular browser/version. For example, does self-service work in IE11 (and is supported) but the full interface is not?  That scenario, as an  example, is easier to support in client organizations as it requires browser rule exceptions for a limited audience, which can be managed.

                         

                        AND, please provide the user community with sufficient lead time in case they must address browser upgrades/transformation.

                        • 9. Re: Best Browser for Remedyforce Self Service
                          Virginia Leandro

                          The link I provided earlier will be updated with the latest and greatest statements on which versions.  We always test the latest versions.  If a problem is found to be in an earlier version of a browser and it doesn't happen in the latest iteration of that browser, our recommendation will always be to upgrade as there was obviously something going on that was fixed or resolved by the company that owns the code for that browser.

                           

                          Across the industry, the recommendation is to always run the latest browser as there are constant fixes and improvements around performance as well as security for browsers.

                           

                          IE 11 is the only Internet Explorer browser we'll do our best to support; but only with Salesforce Classic.  It's not supported for Salesforce Lighting Experience at all.

                           

                          If anything is found, that doesn't work or works differently that gets documented as part of the Known Issues list.  But IE 11 is tested against the product.

                           

                          Once Winter 19 is released, check back for current updates.

                          https://docs.bmc.com/docs/display/remforce201802/Supported+browsers,+mobile+devices,+and+integrations