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 Self Service

The following table lists the issues related to Self Service:


While configuring the following setting in an upgraded organization, I received a failure message:

Remedyforce Administration > Configure Self Service > Search > Enhance Service Request search

  1. To check the reasons for failure, click View Failure Log.
  2. Resolve the issues that caused the failure.
  3. Navigate to Remedyforce Administration > Configure Self Service > Search > Enhance Service Request search and click Start.
In Self Service, when a client clicks the Forgot Your Password link, an email message is sent to the client. When the client clicks the link to reset password in the email message, the Self Service login page is displayed instead of the reset password page.  Add the My Domain URL in the custom settings, perform the following steps:
  1. Navigate to the Setup > Domain Management > My Domain page and copy the My Domain URL.
  2. Navigate to the Setup > Develop > Custom Settings page.
  3. Click Manage for Remedyforce Settings.
  4. Click New and enter the name as MyDomainUrl.

  5. Paste the My Domain URL in the Value field and click Save.

Note: You must add prefix "https://" to the URL. For example,

In Self Service 3.0, if the default value in the custom text field exceeds the maximum length, then the following error message is displayed:

Error occurred while retrieving the support request. Please contact your system administrator.

While submitting a ticket or a service request, if an error message is displayed, verify the following:

If the default value of any custom field created on the Incident and Request Detail Object exceeds the maximum length of the custom fields, then either increase the limit of the field or reduce the length of the default value.

In Self Service 3.0, if you add an attachment while creating a ticket, the following error is displayed:

You do not have sufficient privileges to perform this operation.

  1. Open the Setup > Manage Users > Profile page.
  2. Select profile for which permissions are required to be updated and then click Edit.
  3. In the Administrative Permissions section, select API enabled.

In Manage Approvals, if Show Details is clicked for an approval request the following error is displayed.

Insufficient Privileges. Please contact your system administrator.

The error is displayed due to any of the following conditions:

  • The Mobile Approval Fields fieldset might not be created for the object.
  • The Record ID field is added in the Mobile Approval Fields fieldset.
  • You might not have access permission for that record.
(Mozilla Firefox) The inline images in the email appear broken for Self Service 3.0.

In order to view the broken inline images, you will have to disable the Tracking Protection feature. Follow the steps given below to disable the feature.

  1. Click the Tracking protectionicon.
  2. Click Disable protection for this site button.

Once you have disabled the protection, the inline images will be displayed.

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