Article By: Nicolas Roome, IT Service Management Consultant at RJR Innovations
Earlier this September, the Summer 13 release of Remedyforce was deployed by BMC Software. In typical fashion, many enhancements and new features are included along with a slew of defect fixes. The Spring 13 release brought on numerous UI enhancements; however, the Summer 13 instalment incorporated more significant changes than its forerunner.
Summer 13 Highlights;
- The implementation of over 100 customer requested fixes and changes
- The re-introduction of quick links to self-service allows the configuration of custom URL links for easy access to internal and frequently used websites
- The ability to create knowledge articles directly from an incident, task, change, or problem
- The ability for clients to create incidents directly from broadcasts allows clients to “subscribe” to a broadcast so the help desk gets a better understanding of how many users are affected. In turn, the client will not be required to fill out an online form. For those of you familiar with the BMC FootPrints Service Core product, this is the same feature as the Global Issue/Global Link and subscribe feature found in that product
- Subject stop words can now be added to incident email creation. Finally, emails that have RE:, FW:, Out of Office, or other keywords from creating duplicate incidents can be ignored
- A single email address can now be used for incident creation and conversation. The use of two email addresses is longer required!
- Remedyforce now has a built-in survey feature. The use of third party tools such as Survey Monkey is still possible, however, this feature allows for tighter integration and better reporting
For a full outline of the Summer 13 release notes, or if you have any questions please contact us at services@rjrinnovations.com.