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Troubleshooting the BMC Remedyforce and BMC MyIT integration

The following table lists common troubleshooting issues and their solutions.

IssueSolution
A request definition that is created in BMC Remedyforce is not displayed in the BMC MyIT Administration Console.In BMC Remedyforce, ensure that you have selected the Online and Mobilecheck boxes for the request definition, and that the status of the request definition is Deployed. Also, verify that the request definition is active and that its end date is later than the current date.
Knowledge articles that are created in BMC Remedyforce are not visible in BMC MyIT.Ensure that the Display in Self Service check box for the knowledge articles is selected, and that the knowledge articles are published.
Clients are unable to add comments to a knowledge article in BMC MyIT.

Ensure that for the Client Note action (Remedyforce Administration > Configure Application > Action ), the following check boxes are selected:

  • The Incidents check box in the Applies To section
  • The Display in Self Service check box in the Details section
After logging on to BMC MyIT, clients are unable to view or submit a request or view a knowledge articleEnsure that correct permission set is assigned to the clients or the required Apex classes are assigned to the appropriate profiles. For more information, see the post-upgrade procedures.
Clients are unable to submit a request or appointment

Deactivate the Notify the client when a service request is created workflow, and perform the following actions:

  1. Navigate to Setup > Create > Workflows & Approvals > Workflows Rules.
  2. In the Rule Name column, click Notify the client when a service request is created.
  3. In the Workflow Actions section, click notify_client_ when_service_request_is_closed.
  4. Click the value in the Email Template field (Service Request Created).
  5. Click Clone.
  6. Enter values in the Email Template Name and Template Unique Namefields.
  7. Click Save.
  8. Click Edit Template.
  9. Replace <c:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk_FKRequestDetailc}" /> 

    with

    <BMCServiceDesk:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDeskFKRequestDetail_c}" />.
  10. Click Save.
  11. Click Back to List: Workflow Rules.
  12. Click the Notify the client when a service request is created workflow.
  13. In the Workflow Actions section, click notify_client_ when_service_request_is_closed.
  14. Click Edit.
  15. In the Email Template field, select the email template that you created by cloning the Service Request Created email template.
  16. Click Save.
  17. Click Back to List: Workflow Rules.
  18. In the Action column, next to the Notify the client when a service request is created workflow, click Activate.

The BMC MyIT page does not refresh, and the expected results are not shown, resulting in one of the following errors:

  • The Home page is not shown
  • A list of service requests is not shown in the Requests section
  • An error is shown when a client logs on to BMC MyIT on a web browser
  • Cancelled status for a service request is not shown
  • A large number of submitted comments (or the activity log) is shown for a new service request
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