BMC MyIT in combination with Remedyforce

Frequently asked questions

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Table of Contents

BMC MyIT with Remedyforce ___________________________________________ 3

Overview________________________________________________________________ 3

Frequently asked questions _____________________________________________ 4

Key Facts ________________________________________________________________ 4 1. What features of MyIT are supported with Remedyforce? __________________________ 4 2. What options do I have when considering MyIT with Remedyforce? _________________ 5 3. What Self-Service capabilities does Remedyforce provide in addition to MyIT? _________ 6 4. What is Remedyforce’s direction with Self-Service? _______________________________ 8

Solution Availability _______________________________________________________ 8 5. Is this solution generally available (GA)? ________________________________________ 8 6. What are the use-cases supported in this version? ________________________________ 8 7. How does this integration work? _______________________________________________ 8

Supported Versions and Environment ________________________________________ 9 8. Is it possible to use MyIT on-premise with Remedyforce? __________________________ 9 9. Where is the BMC OnDemand Data Centers for MyIT located? ______________________ 9 10. What Remedyforce organization types are supported with BMC MyIT? _______________ 9 11. Do I need to change the process to apply Remedyforce patches or updates? ___________ 9

Key Features and Usage Scenarios __________________________________________ 10 12. Can some users continue with Remedyforce self-service with others using MyIT? _____ 10 13. Is any specific mobility configuration required to use SRD’s in Remedyforce with MyIT? 10 14. Can Service Requests with conditional questions be used in MyIT? __________________ 10 15. Will users need to provide security tokens or whitelist IP addresses to use this? _______ 10 16. I’m using SSO or delegated authentication with Remedyforce. Will MyIT work in my

environment? _____________________________________________________________ 10 17. Does this mean that if it is configured via say OneLogin or Okta; that will work too? ___ 10 18. I am a managed service provider supporting multiple customers from one Remedyforce

environment. Will MyIT work in this environment? ______________________________ 10 19. Is there a way to identify if Remedyforce is being used with MyIT? _________________ 11

Support and Services _____________________________________________________ 11 20. Where do I go for support for MyIT with Remedyforce? ___________________________ 11 21. Does MyIT implementation require services? Who do I contact? ___________________ 11 22. Does Remedyforce support MyIT Service Broker? ________________________________ 11

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Document Information Version: 5.0

Last Modified on: September 19, 2016

Last Modified by: John Fulton

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BMC MyIT with Remedyforce

Note: On August 29, 2016, MyIT announced end of support (EOS) for their integration with Remedyforce. MyIT 3.2 is the last version supported with Remedyforce. Please refer to the announcement posted on the community site for more details.

Overview BMC MyIT is a self-service application for business users to connect with IT anywhere, anytime, on any device.

BMC Remedyforce is built on the Salesforce Force.com platform—the world's most widely used

cloud platform—to deliver high-speed IT and business service management, which includes Self-

Service via a web browser and via mobile devices.

BMC customers frequently ask about the relationship between the two applications and why you

would use one, the other, or both. In a nutshell – you can use BMC Remedyforce with BMC MyIT

to provide clients an additional way to access self-service.

So why is that a benefit?

Intuitive self service enables clients to access resources and help, much faster. Clients now have multiple ways to access self-service with BMC Remedyforce:

Self Service using a browser (i.e. Remedyforce web console)

Self Service on the Salesforce 1 platform

BMC MyIT

With several self-service options available, you can choose any of these methods to access self-service based on your needs and preference. The intent of this document is to highlight and compare the capabilities across these options to determine which are best for you.

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Frequently asked questions

Key Facts

1. What features of MyIT are supported with Remedyforce? The majority of MyIT features are available with Remedyforce. The table below highlights the available features.

MyIT Capability Remedyforce Notes

Service Catalog √

Incident Management √

Knowledge Management √

Formless Requests √

Activity Feed √

Profile, People, Groups, Campuses, Floors, Assets √

Follow Services, Locations, Assets √

Broadcasts (Global and Personalized) √

Appointments Limited Remedyforce does not integrate with

Exchange to show a user’s available time.

Reservations Remedyforce does not integrate with

Exchange to know the availability of resources.

Service Health Limited Remedyforce has limited integration with

TrueSight (one way to create the incident, no

updates back into TrueSight from

Remedyforce). MyIT Services are managed

within MyIT.

Approvals √ Supported in MyIT 2.6, only available with

Digital Workplace

Virtual Agent N/A Remedyforce provides several options

including Chatter and Chat.

Service Catalog Request – On Behalf Of Under

Consideration

Chatter Limited Posts from MyIT are posted to Chatter. Posts

from Chatter are not posted to MyIT Social

Feed.

AppZone √ Supported in MyIT 2.6, the launching AppZone

from MyIT

Rebranding √ For OnDemand and Remedyforce customers,

rebranding requires you to submit a ticket and

work with BMC Support to perform the

rebranding.

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2. What options do I have when considering MyIT with Remedyforce?

MyIT offers two options for an additional fee: Remedyforce MyIT Self Service and MyIT Digital Workplace with AppZone (note: These were formally known as MyIT Base vs. Premium).

Below lists the functional differences between MyIT Self Service and MyIT Digital Workplace with AppZone when integrated with Remedyforce.

MyIT Capability MyIT Self Service

(purchased

separately)

MyIT Digital

Workplace with

AppZone

Notes

Service Catalog √ √

Incident Management √ √

Knowledge Management √ √

Formless Requests √ √

Activity Feed √ √

Profile, People, Groups √ √

Chatter √ √

Broadcasts – Global √ √

Broadcasts – Personalized Only with Digital

Workplace

√

Appointments √ Limited Appointments are supported, but Remedyforce

does not integrate with Exchange to identify a

user’s available time.

Reservations Remedyforce does not integrate with Exchange to

know the availability of resources.

Follow Services, Locations, Assets Only with Digital

Workplace

√

Service Health Only with Digital

Workplace

Limited Remedyforce has limited integration with

TrueSight (one way to create the incident, no

updates back into TrueSight from Remedyforce).

MyIT Services are managed within MyIT.

Approvals Only with Digital

Workplace

√ Supported in MyIT 2.6

Virtual Agent Not Supported Not supported Remedyforce provides several options including

Chatter and Chat.

AppZone Only with Digital

Workplace

√ Supported in MyIT 2.6, the launching AppZone

from MyIT

Rebranding √ √ For OnDemand and Remedyforce customers,

rebranding requires you to submit a ticket and

work with BMC Support to perform the

rebranding.

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3. What Self-Service capabilities does Remedyforce provide in addition to MyIT? Remedyforce provides several native self-service options in addition to MyIT.

1) Remedyforce Self Service Portal is a fully functional web UI, which enables end users to perform a wide range of self-service activities as defined below.

2) Remedyforce Mobile for Self Service on Salesforce1 is our latest self-service option, introduced in the Summer 15 release (beta feature). This new mobile app, which is running on the S1 mobile platform, provides an improved UI and is the app we are focusing on going forward. This mobile app will replace the Remedyforce Self Service Mobile app in the next release, Summer 16.

Please refer to the table on the next page which compares MyIT to these additional options.

Note: The Remedyforce portal and mobile apps are included in the Remedyforce Base offering. In many cases, one’s self-service needs are met with the native Remedyforce self-service capabilities. Remedyforce also provides a Salesforce1 mobile app for agents. This was not included in the comparison below because MyIT targets end users, not agents.

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MyIT Capability MyIT with

Remedy

MyIT with

Remedyforce

(purchased

separately)

Remedyforce

Self Service

Mobile App

Remedyforc

e Self-

Service

Portal

Remedyforce

S1 Mobile App

(New in

Summer 15)

Notes

Entitlements

(end user)

100 Per

ITSM Suite

User license

100 per MyIT

license

250 per

Remedyforce

license

250 per

Remedyforc

e license

250 per

Remedyforce

license

Service Catalog √ √ √ √ Roadmap

Incident

Management

√ √ √ √ Limited /

Roadmap

Summer 15 – Only creation of

incidents, view incidents

Knowledge

Management

√ √ √ √ Limited /

Roadmap

Summer 15 – Support for OOTB

knowledge article types

Formless Requests √ √ √

Activity Feed √ √

Profile, People,

Groups, Campuses,

Floors, Assets

√ √ Limited in Remedyforce due to lack of

Exchange integration to follow

availability of users

Follow Services,

Locations, Assets

√ √

Broadcasts (Global

and Personalized)

√ √ √ Limited /

Roadmap

Summer 15 – View broadcasts, cannot

submit incidents from broadcasts

Appointments √ Limited Remedyforce does not integrate with

Exchange for user’s available time

Service Health √ Limited

Reservations √ Limited Remedyforce does not integrate with

Exchange to know the availability of

resources

Integration –

TrueSight and

Exchange

√ Limited

Approvals √ √ √ √ √ With MyIT, only available with Digital

Workplace

Virtual Agent √ Remedyforce provides several

options including Chatter and

Chat.

AppZone √ √ Supported in MyIT 2.6

Service Catalog

Request – On

Behalf Of

√ √ Roadmap

Rebranding √ √ √ Roadmap For OnDemand and

Remedyforce customers,

rebranding requires you to

submit a ticket and work with

BMC Support to perform

rebranding.

Visibility into SR’s

created outside of

MyIT

√

Chatter Limited √ √ Posts from MyIT are posted to

Chatter. Posts from Chatter are

not posted to MyIT Social Feed.

Support for Lookup

Fields

N/A √ √ √

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4. What is Remedyforce’s direction with Self-Service? Self-Service is a critical capability within Service Management. Remedyforce continues to enhance and expand the self-service capabilities. With the large majority of customers leveraging the native Remedyforce self-service capabilities and the numerous limitations with the integration between MyIT and Remedyforce, BMC has chosen to end support for this integration and continue to focus on the native self-service capabilities, which typically meet or exceed a customer’s needs.

For more detail on the end of support plans, please refer to the posting on the community site.

Solution Availability

5. Is this solution generally available (GA)? Yes. Please refer to the latest supportability details on the BMC Remedyforce Supportability page for the most current information.

6. What are the use-cases supported in this version? When using BMC MyIT with Remedyforce following are the key use-cases supported with this patch:

Remedyforce Service Request catalog seamlessly rendered in MyIT

o Frequently occurring issues reported as problem requests through “I need something fixed” section of BMC MyIT

o Common service requests requested through “I need something else” section of BMC MyIT

Service Requests submitted from MyIT logged in Remedyforce

Remedyforce knowledge articles searchable and accessible in MyIT

User appointments with IT staff booked through MyIT logged as incidents in Remedyforce

7. How does this integration work? BMC MyIT integrates with BMC Remedyforce to provide a unified, dedicated, and secure experience with an organization in Remedyforce mapped to an OnDemand tenant in MyIT. For organizations using BMC Remedyforce, a tenant can be provisioned in MyIT once purchased. On successful validation of MyIT entitlement and acceptance of MSSA, customers receive necessary access details and credentials. The provided URL needs to be accessed by a Remedyforce Admin user successfully to automatically provision the MyIT tenant for the respective Remedyforce organization.

All Remedyforce client users having Salesforce platform license can login to MyIT using the same credentials as they would in Remedyforce Self Service. User management for Remedyforce users such as clients, staff and Remedyforce admin can be continued to be done from within Remedyforce. They can use Remedyforce features based on their role and privileges. There are no changes to Salesforce user types or licenses. Similarly MyIT administrators need to be created and managed directly in MyIT for MyIT specific configuration and management. More information on the roles involved for the features available in the solution is provided in the subsequent section below.

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Data created within a specific organization or tenant can only be accessed by users residing in that organization or tenant. This includes Remedyforce specific data such as service requests, knowledge articles, incidents, user data, etc., as well as MyIT related data such as calendars, appointments, quick picks, etc. MyIT integrates with Remedyforce (Salesforce) as a connected App to maintain confidentiality of information and access security. This provides a completely seamless and unified self-serve experience to the user using MyIT to interact with the service desk.

Supported Versions and Environment

8. Is it possible to use MyIT on-premise with Remedyforce? No. The integration between MyIT and Remedyforce is only supported in the OnDemand Data Centers.

9. Where is the BMC OnDemand Data Centers for MyIT located? Currently MyIT with Remedyforce is available via the OnDemand Data Center in North America.

10. What Remedyforce organization types are supported with BMC MyIT? BMC Remedyforce Production and Sandbox organizations are supported to work with BMC MyIT.

11. Do I need to change the process to apply Remedyforce patches or updates? No. Remedyforce patches (and subsequent updates) can be applied to a Sandbox organization as usual where customers can use their Sandbox environments to validate there are no failures, etc. and then roll the patch to production.

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Key Features and Usage Scenarios

12. Can some users continue with Remedyforce self-service with others using

MyIT?

Yes. Clients have multiple ways to access self-service with BMC Remedyforce:

Self Service using a browser (i.e. Remedyforce web console)

Self Service on Salesforce1 platform

BMC MyIT

With a selection of self service options available, you can choose any of these methods to access self-service based on your needs and preferences.

13. Is any specific mobility configuration required to use SRD’s in Remedyforce with

MyIT? Yes. SRD’s in Remedyforce need to be enabled for mobile in self-service to use with MyIT. For detailed procedures on using MyIT with Remedyforce, please refer to the BMC Remedyforce Help.

14. Can Service Requests with conditional questions be used in MyIT? Service requests with conditional questions can be used in MyIT. For SRD’s with conditional questions to be successfully accessed using MyIT, use only one condition with the operator value as “=”. Any additional conditions or other operators will not be evaluated and their usage is currently not supported.

15. Will users need to provide security tokens or whitelist IP addresses to use this? No; however, administrators can manage the access to the MyIT app in the following ways:

1. Specify whether users can self-authorize themselves (default) or admin controls who can connect

2. Enforce IP Restriction (from which IP range users can connect)

3. Set Refresh Token policy

16. I’m using SSO or delegated authentication with Remedyforce. Will MyIT work in

my environment? Yes. MyIT integrated with Remedyforce as a connected app and does not require any change to existing SSO or delegated authentication that may be set up.

17. Does this mean that if it is configured via say OneLogin or Okta; that will work

too? Yes. SSO configured via OneLogin, Okta or any other partner or native configuration will still work. Users with Salesforce platform licenses can access it the same way.

18. I am a managed service provider supporting multiple customers from one

Remedyforce environment. Will MyIT work in this environment? Yes. MyIT will work in this environment for clients to report issues or submit requests. The current release does not support submitting requests “on behalf of” clients; these will need to be done by the clients directly.

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19. Is there a way to identify if Remedyforce is being used with MyIT? Yes. For incidents created through MyIT, the source is set as “Self Service”.

Support and Services

20. Where do I go for support for MyIT with Remedyforce? If you are using MyIT with Remedyforce, current mechanisms to contact Remedyforce support (via self-service, email or phone) can be used for this as well. Do ensure to include adequate details on the query or issue so that the case can be effectively diagnosed and addressed in the relevant areas (e.g. Remedyforce, MyIT).

21. Does MyIT implementation require services? Who do I contact? The standard steps required for configuring MyIT with Remedyforce are included in the product documentation. Please refer to the BMC Remedyforce Administrator’s Guide on using BMC MyIT with BMC Remedyforce. For additional help with configuring or customization of your MyIT environment, contact the BMC Global Services team.

22. Does Remedyforce support MyIT Service Broker? No, currently a connector between MyIT Service Broker and Remedyforce has not been developed. For more information on customization options, contact the BMC Global Service team.

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