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Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

BMC Helix Remedyforce 20.19.02 Troubleshooting

Troubleshooting issues related to community page and lightning page components

IssueResolution

On the community page, the attachment icon is disabled or is not visible when the Partner Community users, Customer Community Plus users, or users of any external profile submit a ticket.

  1. Log in as administrator.
  2. Navigate to Setup > Administration > Users > Profiles.
  3. Select Partner Community User and click Edit.
  4. In the Administrative Permissions section, select API Enabled check box.

Note: The preceding workaround is no longer available as Salesforce has disabled the API-enabled permission on all standard external profiles. For more information about disabling the API-enabled permission, see Salesforce Help Open link

Workaround:

For the workaround, perform the following steps.

  1. Go to Setup > Manage Users > Permission Sets.
  2. Create a custom permission set.
  3. For this custom permission set, go to System Permissions and select the API Enabled check box and save.
  4. Assign this custom permission set to the Customer Community Plus and Partner Community users.

On the Community App Builder or the Lightning App Builder, for existing knowledge article "Something went wrong" error message is displayed. Also a Salesforce ID is displayed with the category name in the Category drop-down list.

"Something went wrong" error message is displayed in the following conditions:

  • All the knowledge articles or the service requests for Self Service 3.0 are inactivated, disabled, or unavailable.
  • The selected category for that knowledge article or the service request is deleted.

Workaround:

Change the category value for the knowledge article or the service request.

Community users cannot view service requests and knowledge articles even after meeting the permission requirements. The following error is displayed: "No records found."

Consider the following prerequisite before you edit the profiles and/or permission sets used for community users:

Check for the following critical updates in your Salesforce organisation.

  • Restrict access to @AuraEnabled Apex Methods for authenticated users based on user profiles.
  • Restrict access to @AuraEnabled Apex Methods for guests and portal users based on user profiles.

If the above stated critical updates are activated, then perform the following steps to edit the profiles and/or permission sets used for community users:

  1. Go to Salesforce Setup and search for the profile.
  2. Open Community user profile or permission set.
  3. Click Enabled Apex Classes Access.
  4. Click Edit.

  5. Give access to the following classes in profiles.

    • LEX_SSAuraController
    • LEX_SSAuraResponse
  6. Click Save.

Related topic

Configuring Lightning components on community pages

Configuring Lightning components on Lightning pages


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Last modified by Tejas Andhare on Dec 31, 2019
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