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This documentation supports the 20.22.02 version of BMC Helix Remedyforce.

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

BMC Helix Remedyforce 20.22.02 Troubleshooting

Troubleshooting issues related to Experience Cloud Site and Lightning page components

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

IssueResolution
Unable to add Remedyforce Lightning Web Components to Experience Builder. In addition to this, issues occur while using these components in Experience Cloud Sites. 

Navigate to Setup > Security > Session Settings and clear the Use Lightning Web Security (beta) for Lightning web components checkbox.

For more information, see  Salesforce help Open link

On the Experience Cloud site page, the attachment icon is disabled or is not visible when the Partner Community users, Customer Community Plus users, or users of any external profile submit a ticket.

  1. Log on as an administrator.
  2. Navigate to Setup > Administration > Users > Users > Profiles.
  3. Select Partner Community User and click Edit.
  4. In the Administrative Permissions section, select API Enabled check box.

Note: The preceding workaround is no longer available as Salesforce has disabled the API-enabled permission on all standard external profiles. For more information about disabling the API-enabled permission, see Salesforce Help Open link

Workaround:

For the workaround, perform the following steps.

  1. Go to Setup > Administration > Users > Permission Sets.
  2. Create a custom permission set.
  3. For this custom permission set, go to System Permissions and select the API Enabled check box and save.
  4. Assign this custom permission set to the Customer Community Plus and Partner Community users.

On the Experience Cloud site builder or the Lightning App Builder, for existing knowledge article "Something went wrong" error message is displayed. Also a Salesforce ID is displayed with the category name in the Category drop-down list.

"Something went wrong" error message is displayed in the following conditions:

  • All the knowledge articles or the service requests for Self Service 3.0 are inactivated, disabled, or unavailable.
  • The selected category for that knowledge article or the service request is deleted.

Workaround:

Change the category value for the knowledge article or the service request.

Experience Cloud site users cannot view service requests and knowledge articles even after meeting the permission requirements. The following error is displayed: "No records found."

Consider the following prerequisite before you edit the profiles and/or permission sets used for Experience Cloud site users:

Check for the following critical updates in your Salesforce organization.

  • Restrict access to @AuraEnabled Apex Methods for authenticated users based on user profiles.
  • Restrict access to @AuraEnabled Apex Methods for guests and portal users based on user profiles.

If the above stated critical updates are activated, then perform the following steps to edit the profiles and/or permission sets used for Experience Cloud site users:

  1. Go to Salesforce Setup and search for the profile.
  2. Open the Experience Cloud site user profile or permission set.
  3. Click Enabled Apex Classes Access.
  4. Click Edit.

  5. Give access to the following classes in profiles.

    • ContactServiceDeskController

    • LEX_ServiceCatalogController

    • LEX_ServiceRequestController

    • LEX_SSAuraController

    • LEX_SSAuraResponse

    • LookupMainController

    • RfFileUploadController

    • ViewTicketsController

  6. Click Save.

While configuring a request definition for the Service Catalog lightning web component, the description is not visible for the request definition tile.

Verify if you have added the plain text description while configuring the request definition.

For a service request opened from the Service Catalog lightning web component, the Request For (On Behalf Of) field is not displayed to the user.

Ensure that the user is added as a Community member from the Community Administration.

For more information, see Add Members to Your Experience Cloud Site Open link .

The fields added to the Self Service: View Tickets and Requests fieldset are not visible on the service request opened from the Service Catalog lightning web component.

Ensure that you add the ServiceDesk Client permission set for the community user.

For a service request opened from Service Catalog lightning web component, the files added by staff users are not visible to the community users with community license.

Ensure that the files are shared manually with the external users.

Related topic

Configuring Lightning Web Components


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Last modified by Binu Ann Mathew on Nov 20, 2023
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