This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

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

Troubleshooting issues related to Salesforce Lightning Experience

If you have enabled the My Domain feature and try to open a record from the Remedyforce Console, a blank page is displayed with an error.

Due to Salesforce Lightning architecture, the visualforce pages from a visualforce domain are embedded in iframes. If that embedded page requires visualforce pages in another iframe, a blank page is displayed if the clickjack setting is enabled. To display the embedded visualforce pages appropriately, do not enable the clickjack setting. To disable the setting, perform the following steps:

1. Log in as administrator.

2. Go to the Setup page.

3. Enter Session Settings in the Quick Find box, and then select Session Settings.

4. Clear the Enable clickjack protection for customer Visualforce pages with headers disabled check box.

When you log on into Salesforce Classic mode, you automatically get switched to Salesforce Lightning mode and the Getting Started tab is displayed without headers.Salesforce automatically switches its users from Classic mode to Lightning mode on a daily or weekly basis. This switching occurs when the user logs in.
So if the default landing page is set to Getting Started, then the headers will not be displayed when the mode switch occurs.
To prevent this, it is recommended to change the default landing page to Home.

When a knowledge article is opened in Lightning Experience and user modifies some fields, then the follow error message is displayed while saving the updates.

This record was modified by xxx during your edit session. Make a note of the data you entered, then reload the record and enter your updates again.

If there is some action (for example, inline Visualforce page, trigger, workflow, and flow) that changes that record while a user is currently editing it, Collision Detection throws this error message. For more details, see Salesforce Help Open link .

Related topic

Working with records

Creating a service request

Creating an incident without a template

Creating an incident by applying a template

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