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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 Remedyforce Benchmarking

The following table lists the issues related to Remedyforce Benchmarking:

Issue

Resolution

Remedyforce Benchmarking (BETA) tile is not available in Remedyforce Administration tab.

Check the type of organization that you are using to view the KPIs and benchmarks.

Note that this feature is available only for active production organizations and it is not available in trial organizations or sandboxes.

An error message is displayed after clicking on Remedyforce Benchmarking (BETA) tile.

Check if after the upgrade you have granted the required permissions in the user's profile or permission set to access the page. For more information about granting the permissions, see 20.19.01 profile-level permissions.

There is no data displayed for global benchmarks in the graphs.

Perform the following checks:

  • Remote site setting for benchmarks is available under Setup > Remote Site Settings.

  • There might be a connection failure while retrieving the benchmarks data. Try accessing the tile after some time.

  • Ensure that all prerequisites are met.

There is no data displayed for my organization in the graph for the last month.

Either the KPI processing service might not be running or it encountered a failure. Also, ensure that all prerequisites are met.

I see the following message on the KPI and benchmark dashboard.

KPI data is not available for recent months. To generate the data, click Start.

Either the KPI processing service might not be running or it encountered a failure. Click Start to calculate KPIs for the last few months. To ensure that KPI data is processed on a monthly basis, verify that all prerequisites are met.
I cannot share badges on BMC Communities.

Check for the Remote Site setting called RemedyforceCommunity. If this setting does not exist, create the setting and set its value to https://communities.bmc.com. Else, contact the BMC Support for further assistance.

Also, if you need to register yourself on BMC Communities, perform the following steps:

  1. Go to communities.bmc.com Open link
  2. Click Register.
  3. Fill in the details and click Submit.
    Your account will be created successfully.

Note:

You need to register your community account with the same Email ID for both Salesforce and Community user profile.

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Last modified by Sirisha Dabiru on Apr 08, 2022
remedyforce_benchmarking benchmarking kpis insights global_bechmarks

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