This documentation supports the 20.19.01 version of Remedyforce.

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

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


(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 with


Before the update, the following installation link is displayed:

After the update, the following installation link is displayed:

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

Was this page helpful? Yes No Submitting... Thank you