Note

   

This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

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

Troubleshooting generic application issues

This topic was edited by a BMC Contributor and has not been approved.  More information.

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

IssueResolution
If Multi-Factor Authentication for API Logins is enabled, unable to connect to a production organization while using Smart Sync.

While logging on to a production organization, append the time-based one-time passwords (TOTPs) to the password.

For more information, see Salesforce help Open link

If Multi-Factor Authentication for API Logins is enabled, unable to connect to a sandbox organization while using Configuration Sets.

While logging on to a production organization, append the TOTPs to the password.

For more information, see Salesforce help Open link

If Multi-Factor Authentication for API Logins is enabled, unable to connect using Pentaho.

If the Multi-Factor Authentication for API Logins checkbox is selected, users must use verification codes such as time-based one-time passwords (TOTP) from the Salesforce Authenticator app to complete the multi-factor authentication.

Few Pentaho Packages have multiple transformations, where login is required at each transformation. For such packages, clear the Multi-Factor Authentication for API Logins checkbox for the respective user's profile that is used in Pentaho.

If certain Pentaho packages are scheduled at certain time intervals, clear the Multi-Factor Authentication for API Logins checkbox for the respective user's profile that is used in Pentaho.

For more information, see Salesforce help Open link

Unable to connect while using Pentaho.

Navigate to Setup > My Domain and clear the Prevent SOAP API login from https://test.salesforce.com checkbox.

For more information, see Salesforce help Open link

Unable to log on while using Smart Sync or configuration sets.

Navigate to Setup > My Domain and clear the Prevent SOAP API login from https://test.salesforce.com checkbox.

For more information, see Salesforce help Open link

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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