Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Troubleshooting generic application issues

The following table lists the generic issues related to the Remedyforce application:

IssueResolution

Multiple email notifications are received

This issue might occur due to files getting attached to records and if there are workflows or the process builders that are defined as follows:

  • Evaluation Criteria set to created, and every time it's edited or created, and any time it's edited to subsequently meet criteria.
  • Rule Criteria without the following condition.
    “Not(ISCHANGED( BMCServiceDesk__RF_HasAttachments__c ))”

To resolve this issue, update the rule criteria to add the previously mentioned condition.

Also, note that the HasAttachments field in the preceding condition is used to display attachment icon and is for internal purpose only. You must not use this field for any other purpose such as getting the attachment count details.

While looking for relevant workflows and process builders, you can disable the Attachment feature using the DisableAttachmentsInConsoleList setting. Ensure that you enable the setting after making the required updates. For more information about the setting, see Managing custom settings.

I can see the attachment icon even when there are no attachments on the recordOnce you have added an attachment to a record for the first time, the attachment icon is displayed and it will continue to display even if you delete attachments from a record.



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