Workaround for Summer 17 Patch 2 issues

This section provides information about issues that are observed in Summer 17 Patch 2 release and provides workarounds for these issues. You can find information about the following issues:

In the IE11 browser, console list view shows '01-01-1970' or '01-01-1969' for the datetime fields in the first load 

Workaround 1

Use any other browser, such as Chrome, Firefox, or Microsoft Edge.

Workaround 2

After the console view is rendered, perform operations such as refreshing, searching, clicking paging buttons. This will resolve the issue until you refresh the browser again.

Workaround 3

Use Quick Views within Console.

Console is not getting refreshed after changing the view. Refresh button, paging, and searching also does not work 

This issue occurs when a system administrator removes a field from column headers field set and a staff user adds the field in the console view user preferences through list view customization.

Workaround 1

If staff users are not supposed to access the field, the system administrator must remove the field access permission from the Staff profile or permission set. To remove the permission:

1. Go to Setup > Profiles > Field Level Security.
2. Click Incident > Remove the Edit and Read access for the field that causes the issue.

Workaround 2

The system administrator should add the field back to the column headers field set of the BMCServicedesk__Incident object in case staff users are supposed to access the field.

Workaround 3

Staff users can remove the field from their console view user preferences through list view customization.

Remedyforce Console list view does not show value for date fields 

Workaround

1. Create a new wrapper custom formula field of Type: Date/Time type.
2. Use the following formula.

DATETIMEVALUE(affected_datefield_cc)

1. Add this new field to the Custom Header field set.
2. Use this new field in for the Console list view configuration.

Note that once BMC resolves the issue, you can delete the custom formula field.

In Remedyforce Console list view, new record highlighting is working only on the first load 

The highlighting of new records does not work if you use search or change the console list view. This issue occurs if the New Incident field is added in the Column Headers field set but is not present in the console view preferences for staff users.

Workaround

Add the New Incident (BMCServicedesk__NewIncident__c) field of the Incident object to the Column Headers field set. If the Console List View Customization is enabled from Remedyforce Administration > Application Settings > Consoles, the staff users must add this field to the Selected Column in the console list view.

Text between angular brackets does not appear in the console list view though it shows correctly on form 

Workaround

You can create a workflow to replace the angular brackets (< >) with some other special characters such as { }. Use the following steps to create the workflow.

1. Create a workflow on the incident object (or another module) with the following criteria.
   
2. Evaluate the rule when a record is created, and every time it's edited.
3. In this example the criteria is set to true so that this workflow is fired when the record is created or updated. The criteria can be changed to fire only when a certain field is updated.
4. Click Save and Next.
5. On the next screen, click Add Workflow Actions and New Field Update.
   
6. In the next screen, provide a unique name to the field update. Select the field BMCServiceDesk__incidentDescription__c  from the Field to Update box.
7. In the next screen, provide a unique name to the field update. Select the field Description from the Field to Update box. In the text options, click Use a formula to set the new value and set this formula in the formula editor.
   SUBSTITUTE( SUBSTITUTE( BMCServiceDesk__incidentDescription__c , '<', '{'), '>', '}').
   
   This formula will replace the characters “<” with “{”and “>” with “}”. You can use any other character here.
8. Click Save.
9. In the next screen, click Done.
10. Click Activate to activate the workflow.

Note:

• This is a temporary workaround and the workflow can be deactivated once BMC resolves this issue in a future release. The formula mentioned above will replace the “<” and “>” characters with “{“ and “}” characters.
• This will work only for the records that are created and updated after the workflow is activated.
• We can update the data in original field itself (BMCServicedesk__Incident__c), however it can be done on a new custom field as well.