Troubleshooting the BMC Remedyforce and BMC MyIT integration
The following table lists common troubleshooting issues and their solutions.
Issue | Solution |
---|---|
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:
|
After logging on to BMC MyIT, clients are unable to view or submit a request or view a knowledge article | Ensure 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:
|
The BMC MyIT page does not refresh, and the expected results are not shown, resulting in one of the following errors:
| Refresh the page |
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