BMC Helix Remedyforce Summer ’19 Review

By Kedar Zavar, Architect, Cloudaction

BMC Helix Remedyforce Summer ’19 release offers us some great new features. Here’s an at-a-glance list at enhancements at a glance, followed by a brief look at my favorite Summer ’19 enhancements.

My Summer ’19 favs

  • Easily see attachments on Console with new attachment icon, including “see all” button.
  • Ability to see and link Configuration Items and Services in Activity Feed on Remedyforce Console.
  • Service request forms now have two-column layout feature.
  • “On behalf of” renamed “Request for” and better located for improved visibility.
  • Ability to assign different account/profiles or permission sets (e.g., for specific departments like HR, IT, Facilities) in Self Service.
  • Bold, more visible attachments indicator in Self Service.
  • Reduced clutter in Self Service via dynamic field rendering on incident form, with more interactivity.
  • Categories displayed as tiles for Service Catalog, with images and descriptions.
  • Broadcast messages displayed in message scroll format replacing previous marquee-style text scroll.
  • Print and print to PDF option available in Salesforce Lightning from Remedyforce Console.
  • Advanced search for CIs from Configuration Item lookup fields.
  • Simultaneously add or delete multiple relationships from CMDB.
  • Add CI lookup filter on CMDB similar to lookup fillers on Console.
  • Option to filter based on classes within CMDB Explorer.
  • Rule definition to identify field source priority.
  • Update up to 200 records in CMDB multiple instance editor.
  • Enhanced service request definitions on Console based on accounts, profiles or permission sets.
  • Auto-categorization by cognitive Helix service based on confidence score. E.g., incidents created without category can be assigned based on description. Also shows suggestions to staff based on cognitive service.
  • Ability to filter unwanted email signatures by name or size.

If you have any questions about incorporating these hot new Summer ’19 features into your work processes, contact us today.

Ideas delivered