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Note

   

This documentation supports the 20.20.01 version of BMC Helix Remedyforce.

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

BMC Helix Remedyforce 20.20.01 Troubleshooting

Troubleshooting install and upgrade issues

This section provides information about troubleshooting common install and upgrade issues and workarounds for those issues.

Install and upgrade issues and workarounds 

Install and upgrade issue

Workaround

(For upgrade only) You cannot install a managed package on a sandbox organization when you click the URL of the installation link.

When you install a managed package on a sandbox organization, you must update the URL of the installation link by replacing login.salesforce.com with test.salesforce.com.

Example

Before the update, the following installation link is displayed:
https://login.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Emuu

After the update, the following installation link is displayed:
https://test.salesforce.com/?startURL=%2Fpackaging%2FinstallPackage.apexp%3Fp0%3D04tA0000000Emuu

(For upgrade only) If Self Service is configured on a sandbox, you cannot access Self Service from a mobile device.

Not applicable

(For install and upgrade) After install or upgrade, clients are unable to view files attached to records.

You must disable a Salesforce setting to enable clients to view files attached to records:

  1. Navigate to Setup > Customize > Salesforce Files > Settings > General Settings.
  2. Click Edit.
  3. Clear the Files uploaded to the Attachments related list on records are uploaded as Salesforce Files, not as attachments check box.
  4. Click Save.

Note: Files uploaded prior to enabling this setting are unaffected by this change. However, if you have uploaded any files while this setting was enabled, the clients cannot view these files.

(For upgrade only) If you are using BMC Remedyforce profiles or custom permission sets to manage permissions for your users, you might need to manually configure the updated profile-level permissions in a release. 

To enable the enhanced profile user interface, you must perform the following steps:

  1. Navigate to Setup > Customize > User Interface.
  2. In the Setup section, select the Enable Enhanced Profile User Interface check box.
  3. Click Save.

For more information, see Configuring profile-level permissions after self-upgrade or automatic upgrade.

Even after recompiling classes after being prompted from the Remedyforce Administration tab several times, the prompt to recompile classes is still shown.Click the "X" icon in the message so that the message is not shown again.

The following error is displayed at the time of upgrading.

Your company currently has exceeded its data storage limits including an extra overflow buffer. Per our terms and conditions, we cannot permit additional data creation within our system until your company first reduces its current data storage. Please contact your company's salesforce.com administrator to resolve this. We apologize for any inconvenience this may cause.

To resolve this issue, perform the following steps:

  • Delete unused custom static resources.
  • Delete unused packaged static resources by uninstalling the package if it is no longer used.
  • Delete deprecated Remedyforce package resources if any exist in the organization.

To delete the deprecated Remedyforce resources, perform the following steps:

  1. Go to Setup.
  2. In the Search box, type Static Resources.
  3. Click Static Resources.
  4. Delete the following deprecated resources.
    • Docs_JA
    • SS_Help_V2
    • SS_SDEHelp_JA
    • SS_SDEHelp
    • ExtJSUX31
    • HELP
    • SDEFHelp_JA
    • SDEFHelp
    • MobileApp

    • AdminGuide

    • AnalystGuide

    • InstallConfigGuide

    • OtherDocumentation

    • UpgradeGuide

    • DPLFrameWork

The following video (8:24) shows how to troubleshoot issue in receiving emails from your sandbox.

https://youtu.be/fbzvIj8qvG0

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Last modified by Sirisha Dabiru on Oct 20, 2021
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