This documentation supports the 20.18.01 version of BMC Remedyforce.

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

Troubleshooting issues related to Self Service

The following table lists the issues related to Self Service:

In Self Service, when a client clicks the Forgot Your Password link, an email message is sent to the client. When the client clicks the link to reset password in the email message, the Self Service login page is displayed instead of the reset password page.  Add the My Domain URL in the custom settings, perform the following steps:
  1. Navigate to the Setup > Domain Management > My Domain page and copy the My Domain URL.
  2. Navigate to the Setup > Develop > Custom Settings page.
  3. Click Manage for Remedyforce Settings.
  4. Click New and enter the name as MyDomainUrl.

  5. Paste the My Domain URL in the Value field and click Save.

Note: You must add prefix "https://" to the URL. For example,

In Self Service 3.0, if the default value in the custom text field exceeds the maximum length, then the following error message is displayed:

Error occurred while retrieving the support request. Please contact your system administrator.

While submitting a ticket or a service request, if an error message is displayed, verify the following:

If the default value of any custom field created on the Incident and Request Detail Object exceeds the maximum length of the custom fields, then either increase the limit of the field or reduce the length of the default value.

In Self Service 3.0, if you add an attachment while creating a ticket, the following error is displayed:

You do not have sufficient privileges to perform this operation.

  1. Open the Setup > Manage Users > Profile page.
  2. Select profile for which permissions are required to be updated and then click Edit.
  3. In the Administrative Permissions section, select API enabled.

In Self Service 3.0, when you click Show details on the Manage Approval page, the following error message is displayed:
Insufficient Privileges. Please contact your system administrator.

This error message is displayed only for Salesforce objects. For example, knowledge articles.

  • Create a fieldset, for e.g., Manage Approval Fields or Manage_Approval_Fields, and you may or may not add fields in the fieldset.
  • Do not add the Record ID in the fieldset.

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