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 issues related to fields


IssueResolution
While filling information in the field of type Text Area (Rich), if you insert a link using the Link button and continue entering text, the text is also formatted as link.When you insert a link then press Enter twice and continue entering the text, next to the link that is inserted.
Salesforce URL field data type does not display the text as clickable in the list view.Use hyperlink in the formula field.
The Queue field when present in any of the custom field set is not editable.

The customer. Queue field is a formula field, hence you can view this field only as a read-only field in console.

Remedyforce supports queue and staff as an out-of-the-box feature. To enable the feature, perform the following steps:

  1. On the Remedyforce Administration > Application Settings > Record Assignment page, select the Enable Queue and User Assignment check box.
  2. On the Remedyforce Administration > Application Settings > Consoles page, add  the Console - Assignment Details field set to the layout for that profile.

After performing these steps, you can view the Queue field as a lookup field and not only as a read-only field.

When you click the Launch Console field, the page or tab is not opened.

Disable pop-up blockers in your browser window.

Additionally, you can also include the following sample URLs in your browser settings and prevent the pop-up blocker from appearing:

  • https://bmcservicedesk.<instanceName>.visual.force.com
  • https://<domainName>.<instanceName>.my.salesforce.com
  • https://<domainName>bmcservicedesk.<instanceName>.visual.force.com

Where,

  • <instanceName>: Instance of the organization.
  • <domainName>: Customized domain name for the organization.

Related topics

Working with records

Creating a service request

Creating an incident without a template

Creating an incident by applying a template

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