Performing minimum post-upgrade procedures

This section describes the minimum post-upgrade procedures that you must perform after your organization is upgraded to the latest version of Remedyforce. Performing these procedures ensures that your existing functionality is not affected. You must perform these procedures in case of both self-upgrade and automatic upgrade.

In addition, you must also grant your users appropriate permissions to the new and updated Visualforce pages, Apex classes, objects, and fields in Remedyforce.

For information about resolving a few issues that you might face after upgrading to the latest version of Remedyforce, see known issues and workarounds.

Note

For the complete list of procedures that you must perform to enable new features that are delivered in each release of Remedyforce, see Enabling-new-features.

User permissions

The following table lists the options for updating user permissions to the latest version of Remedyforce. Based on your requirements, select the appropriate option.

Overview of minimum post-upgrade procedures

The following table lists the minimum post-upgrade procedures that you must perform for each release. If you are upgrading from a few releases prior to the latest release, you must perform the procedures for each interim release. BMC recommends that you first perform the procedures for the release that immediately follows your current release. You can then perform the procedures in each subsequent release until the latest release.

Note

After the automatic upgrade to the latest version, Salesforce sets the Running User of the Remedyforce dashboards to Remedyforce. Because of this issue, an error message is displayed when users access these dashboards. To enable users to view the dashboards, you must configure the appropriate user as the Running User after the automatic upgrade. For more information, see Configuring the Running User of dashboards in Remedyforce.

Minimum post-upgrade procedures for Remedyforce 20.17.02 (Summer 17)

If you are upgrading from version 20.17.01 or earlier, perform the following minimum post-upgrade procedures:

To add attachments to emails sent from Remedyforce Console
To use Hyperlink formula fields in Remedyforce
To configure Salesforce File Settings to use the Attachment object
To view parent tree for categories in Knowledge Articles

To add attachments to emails sent from Remedyforce Console

After upgrading to the Summer 17 release, you must manually configure permissions to add attachments while sending emails from the Actions menu or Activity Feed in Remedyforce Console.The following table lists the permissions that you must assign for Temporary Attachment object:

Profile	Permission
ServiceDesk Change Manager	Read, Edit, Create, Delete
ServiceDesk Client	Read, Edit, Create
ServiceDesk Staff	Read, Edit, Create, Delete
System Administrator	Read, Edit, Create, Delete, View All, Modify All

Profile	Permission
ServiceDesk Change Manager	Read, Edit, Create, Delete
ServiceDesk Client	Read, Edit, Create
ServiceDesk Staff	Read, Edit, Create, Delete
System Administrator	Read, Edit, Create, Delete, View All, Modify All

Profile	Permission
ServiceDesk Change Manager	Read, Edit, Create, Delete
ServiceDesk Client	Read, Edit, Create
ServiceDesk Staff	Read, Edit, Create, Delete
System Administrator	Read, Edit, Create, Delete, View All, Modify All

To use Hyperlink formula fields in Remedyforce

After upgrading to the Summer 17 release, you must manually configure permissions to continue using hyperlink formula fields, such as Launch Console, Record#+, Collision, and Reply fields.This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

Navigate to Setup > Manage Users > Profiles.
Click the System Administrator profile.
On the Profile Overview page, in the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the BMCServiceDesk.ConsoleRedirect Visualforce page.
To move the selected page to the Enabled Visualforce Pages list, click the right arrow.
Click Save.
Repeat from Step 2 to Step 7 for the following profiles:
- ServiceDesk Staff
- ServiceDesk Change Manager
- Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Navigate to Setup > Manage Users > Profiles.
Click the System Administrator profile.
On the Profile Overview page, in the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the BMCServiceDesk.ConsoleRedirect Visualforce page.
To move the selected page to the Enabled Visualforce Pages list, click the right arrow.
Click Save.
Repeat from Step 2 to Step 7 for the following profiles:
- ServiceDesk Staff
- ServiceDesk Change Manager
- Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Navigate to Setup > Manage Users > Profiles.
Click the System Administrator profile.
On the Profile Overview page, in the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the BMCServiceDesk.ConsoleRedirect Visualforce page.
To move the selected page to the Enabled Visualforce Pages list, click the right arrow.
Click Save.
Repeat from Step 2 to Step 7 for the following profiles:
- ServiceDesk Staff
- ServiceDesk Change Manager
- Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed Remedyforce.

To configure Salesforce File Settings to use the Attachment object

For new Salesforce organization in Winter 17, instead of the Attachment object, File object is used for attaching files. You must perform the following steps to continue using the Attachment object for accessing and viewing attachments.

Navigate to Setup > Salesforce Files > Settings > General Settings.
Select the Libraries in Salesforce Files and Skip triggers execution when deploying asset files check boxes.

To view parent tree for categories in Knowledge Articles

Perform the following steps, only if you are using the Salesforce Lightning Experience and you want to view category parent tree.

Navigate to Setup > Create > Objects > Select Category.
Select the Allow Search check box.
In the Search Layout section, edit Search Results.
Add Parent Tree in the Selected Fields box.
Open Knowledge Article and click the Category lookup field or the Search for the Category field.
The required parent tree is visible in the Category type ahead field.

Minimum post-upgrade procedures for Remedyforce 20.17.01 (Winter 17)

If you are upgrading from version 20.16.01 or earlier, perform the following minimum post-upgrade procedures:

To enable Activity Feed or SmartView in Remedyforce Console

To enable Activity Feed or SmartView in Remedyforce Console

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

Navigate to Setup > Manage Users > Profiles.
Click the System Administrator profile.
On the Profile Overview page, in the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the BMCServiceDesk.DeepView Visualforce page.
To move the selected page to the Enabled Visualforce Pages list, click the right arrow.
Click Save.
Repeat step 2 to step 7 for the following profiles:
- ServiceDesk Staff
- ServiceDesk Change Manager
- Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.

Minimum post-upgrade procedures for Remedyforce 20.16.01 (Summer 16)

If you are upgrading from version 20.15.03 or earlier, perform the following minimum post-upgrade procedures:

To enable the display of new fields on existing forms
To enable the search filter in the Change Schedule

To enable the display of new fields on existing forms

After upgrading to the Summer 16 release, you must manually enable the display of new fields on some existing forms. By default, users can only view the field labels on the form. The following image shows an example of the Service Outage form on which you must enable the display of new fields.

The following table lists the forms on which you must enable the display of new fields after the upgrade:

To enable the display of new fields on existing forms

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see Salesforce Help.

Navigate to Setup > Manage Users > Profiles.
Click the System Administrator profile.
On the Profile Overview page, in the Apps section, click Object Settings.
In the All Objects Settings section, click one of the following objects:
- Actions
- Categories
- Service Outage
- Suggested Owner Mappings
Click Edit.

In the Field Permissions section, enable permissions for the new fields in the object that you have selected:

Object	Field	ServiceDesk Staff	ServiceDesk Change Manager	System Administrator
Actions	Applies to Service Outage	Read	Edit	Edit
Categories	Broadcasts	Edit	Edit	Edit
	Change Requests	Edit	Edit	Edit
	Problems	Edit	Edit	Edit
	Releases	Edit	Edit	Edit
	Tasks	Edit	Edit	Edit
Service Outage	Display in Self Service	Edit	Edit	Edit
	Outage Status	Edit	Edit	Edit
	Root Cause	Edit	Edit	Edit
Suggested Owner Mappings	Assigned Queue	Read	Read	Create, Read, Edit, Delete

Click Save.
For the selected object, repeat step 2 to step 7 for the following profiles:
- ServiceDesk Staff
- ServiceDesk Change Manager
- Profiles for which you have configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed BMC Remedyforce.
Repeat step 2 to step 8 for the other three objects.

To enable the search filter in the Change Schedule

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Minimum post-upgrade procedures for Remedyforce 20.15.02 (Spring 15)

No minimum post-upgrade procedures are required for Remedyforce 20.15.02 (Spring 15). However, after upgrading to version 20.15.02 or later, Remedyforce Administrators might start receiving emails that list impacted records in your organization.

Remedyforce administrators are users for whom the Remedyforce Administrator check box is selected. Impacted records are active templates, Service Request Definitions (SRDs), suggested owners, and Service Level Agreements (SLAs) that reference deleted data in other objects. For example, you might have created a template that sets the assigned user to Emma User but since the template was defined, Emma User is no longer with your company.

In Remedyforce 20.15.02, a new Remedyforce Configuration Data Integrity Tool has been added to help Remedyforce administrators identify records that reference deleted data in other objects. The tool uses the Remedyforce Utility Service to run a batch job daily at 12:00 A.M. Greenwich Mean Time (GMT) to identify these impacted records for you. If an impacted record is found, an email with the Remedyforce Configuration Data Integrity report is sent to Remedyforce administrators. For more information, see Verifying configuration data integrity.

Note

After upgrading to version 20.15.02 or later, when you click the Remedyforce Administration tab for the first time, the Remedyforce Utility Service is automatically started and the scan job is run. If impacted records are found, an email with this report is sent to Remedyforce administrators.

Minimum post-upgrade procedures for Remedyforce 20.15.01 (Winter 15)

If you are upgrading from version 20.14.02 or earlier, perform the following minimum post-upgrade procedures:

To enable users to view the Remedyforce Chat Dashboard
To enable Remedyforce Search Version 2
To display the updated Help link on the Remedyforce panel

To enable users to view the Remedyforce Chat Dashboard

System administrators must manually enable users to view the Chat Sessions by Account and Category report and the Remedyforce Chat Dashboard.

Navigate to Setup > Create > Objects.
Click Chat Instances and then click Edit.
In the Optional Features section, select the Allow Reports check box.
Click Save.

To enable Remedyforce Search Version 2

From the Salesforce Spring 15 release, Salesforce ended support for HTML Area type components. Because Remedyforce Search is an HTML Area type component, BMC has provided Remedyforce Search Version 2, which is a Visualforce component. If you were using the Remedyforce Search component before upgrading to version 20.15.01, you must enable the new Remedyforce Search Version 2 component. Remedyforce Search Version 2 is displayed on the left side bar component in the application.

To add the Remedyforce Search Version 2 check box to Home page layouts, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.
3. On the Home Page Layouts page, click Edit.
4. On Step 1. Select the components to show page, in the Select Narrow Components to Show section, perform the following actions:
  - Select the Remedyforce Search Version 2 check box.
  - Clear the Remedyforce Search check box.
5. Click Next.
6. On the Step 2. Order the components page, in the Narrow (Left) Column list, move Remedyforce Search Version 2 to the second position.
7. Click Save.
To assign the page layout to the required profiles, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click Page Layout Assignment.
3. On the Home Page Layouts Assignment page, click Edit Assignment.
4. For the required profile, select the home page layouts that you customized in the preceding step.
5. Click Save.

To display the updated Help link on the Remedyforce panel

Starting with version 20.15.01, the Remedyforce documentation is available on the docs.bmc.com documentation portal. If you have converted a trial organization to a production organization and then upgraded to Remedyforce version 20.15.01 or later, you might not be able access the updated online documentation from the Remedyforce panel on the left side bar component in the application.

To get the updated link to the latest online documentation, you must select the Remedyforce (Installed Package: Remedyforce) check box on the page layout assigned for your profile.

To add the Remedyforce (Installed Package: Remedyforce) check box to Home page layouts, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.
3. On the Home Page Layouts page, click Edit.
4. In the Select Narrow Components to Show section, select the Remedyforce (Installed Package: Remedyforce) check box and clear the Remedyforce check box.
5. Click Save.
To assign the page layout to the required profiles, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click Page Layout Assignment.
3. On the Home Page Layouts Assignment page, click Edit Assignment.
4. For the required profile, select the home page layouts that you customized in the preceding step.
5. Click Save.

Minimum post-upgrade procedures for Remedyforce 20.14.01

If you are upgrading from version 20.13.01 or earlier, perform the following procedure to enable staff members to view incident and task details on the Remedyforce Console, Incident Console, and Task Console tabs. This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see to enable the enhanced profile user interface.

To enable staff members to view incident and task details on the Remedyforce Console, Incident Console, or Task Console tabs

Navigate to Setup > Manage Users > Profiles.
Click a profile that you have assigned to your staff members, such as ServiceDesk Staff.
On the Profile Overview page, In the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the following Visualforce pages:
- BMCServiceDesk.ConsoleIncidentDetail
- BMCServiceDesk.ConsoleTaskDetail
To move the selected pages to the Enabled Visualforce Pages list, click the right arrow.
Click Save.

Note

You can also choose to assign the out-of-the-box ServiceDeskStaff permission set to staff members. In this case, you do not have to manually enable access to the BMCServiceDesk.ConsoleIncidentDetail and BMCServiceDesk.ConsoleTaskDetail Visualforce page for the profile assigned to your staff members.

Minimum post-upgrade procedures for Remedyforce 20.13.02

If you are upgrading from version 20.13.01 or earlier, perform the following procedure to enable staff members to view records in a few lookup windows. These lookup windows enable staff members to search and link records.

The following are examples of lookup windows that do not display records to staff members:

In the Instance Editor on the Remedyforce CMDB tab, the Users lookup window that opens for the Primary Client attribute displays no records.
On the Records Details tab of a change request (Remedyforce Console > View > Change Requests > Record Details), when staff members click Select and Link Incidents to Change Request, the Link Incidents to Change Request lookup window displays no records.

To enable staff members to display records in lookup windows

This procedure is based on the enhanced profile user interface provided by Salesforce. For more information, see to enable the enhanced profile user interface.

Navigate to Setup > Manage Users > Profiles.
Click a profile that you have assigned to your staff members, such as ServiceDesk Staff.
On the Profile Overview page, In the Apps section, click Visualforce Page Access.
In the Visualforce Page Access section, click Edit.
From the Available Visualforce Pages list, select the BMCServiceDesk.SearchAndLink Visualforce page.
To move the selected page to the Enabled Visualforce Pages list, click the right arrow.
Click Save.

Note

You can also choose to assign the out-of-the-box ServiceDeskStaff permission set to staff members. In this case, you do not have to manually enable access to the BMCServiceDesk.SearchAndLink Visualforce page for the profile assigned to your staff members.

Minimum post-upgrade procedures for Remedyforce 20.13.01

If you are upgrading from version 20.12.02 or earlier, perform the following minimum post-upgrade procedures:

To update email templates (Part 1)
To update email templates (Part 2)

To update email templates (Part 1)

Navigate to Setup > Administration Setup > Communication Templates > Email Templates.
Ensure that the folder is set to Remedyforce Emails.
Find and click the Service Request Created template.
Click Edit Template.
Find the following line:
<c:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
Replace with the following line:
<BMCServiceDesk:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
Click Save.
Repeat steps 2 to 6 for the following email communication templates:
- Service Request Email Conversation Email Template
- Service Request Reopened
- Service Request Status Change

To update email templates (Part 2)

If you are already in Email Templates, skip to Step 2. If not, navigate to Setup > Administration Setup > Communication Templates > Email Templates.
In the Remedyforce Emails folder, click Incident Email Template 1 Version 2.0.
Click Edit HTML Version.
Modify the Subject line to (you can also copy and paste):
Incident #(Ref:IN:{!BMCServiceDesk__Incident__c.Name}) has been created and assigned to {!BMCServiceDesk__Incident__c.OwnerFullName}
Click Save.
Click the Service Request Created template.
Click Edit Template.
On the first line, locate the following text:
subject="Service Request #{!relatedto.Name}
Replace with the following text:
subject="Service Request #(Ref:IN:{!relatedto.Name})
Note
All other code on that line should remain untouched. The new line will look like this:
<messaging:emailTemplate subject="Service Request #(Ref:IN:{!relatedto.Name}) has been created" recipientType="User" relatedToType="BMCServiceDesk__Incident__c">
Click Save.

Known issues and workarounds

The following table lists the issues that you might face after upgrading to the latest version of Remedyforce.The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using BMC Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Issue	Description	Workaround
77345	If you are using Remedyforce CMDB 1.0, on the List View Customization tab (Remedyforce Administration > Application Settings > List View Customization), in the Business Service list view, the Class Name field is displayed twice in the Selected Fields list.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure CMDB 1.0 tile, and from the menu select List View Customization. From the List Views section, select Business Service. Move the Class Name fields to the Available Fields list. Click Save. From the List Views section, select Business Service. Move the Class Name field to the Selected Fields list. Click Save.
77674	While migrating from Self Service 1.0 to Self Service 2.0, the following error message is displayed: Enable default category on pre-chat form: value not of required type:	To resolve this issue, click OK in the error message box. Self Service 1.0 is successfully migrated to Self Service 2.0.
77675	When users click the Submit a Ticket tile in Self Service 2.0 (Remedyforce Self Service tab), an error message is displayed.	To resolve this issue, perform the following steps: Click the Remedyforce Administration page. On the Home page, click the Configure Self Service tile, and from the menu select Ticket Layouts. On the Ticket Layouts tab, clear the Enable and Use the Tickets Layout check box. Click .

Performing minimum post-upgrade procedures

User permissions

Overview of minimum post-upgrade procedures

Minimum post-upgrade procedures for Remedyforce 20.17.02 (Summer 17)

To add attachments to emails sent from Remedyforce Console

To use Hyperlink formula fields in Remedyforce

To configure Salesforce File Settings to use the Attachment object

To view parent tree for categories in Knowledge Articles

Minimum post-upgrade procedures for Remedyforce 20.17.01 (Winter 17)

To enable Activity Feed or SmartView in Remedyforce Console

Minimum post-upgrade procedures for Remedyforce 20.16.01 (Summer 16)

To enable the display of new fields on existing forms

To enable the display of new fields on existing forms

To enable the search filter in the Change Schedule

Minimum post-upgrade procedures for Remedyforce 20.15.02 (Spring 15)

Minimum post-upgrade procedures for Remedyforce 20.15.01 (Winter 15)

To enable users to view the Remedyforce Chat Dashboard

To enable Remedyforce Search Version 2

To display the updated Help link on the Remedyforce panel

Minimum post-upgrade procedures for Remedyforce 20.14.01

To enable staff members to view incident and task details on the Remedyforce Console, Incident Console, or Task Console tabs

Minimum post-upgrade procedures for Remedyforce 20.13.02

To enable staff members to display records in lookup windows

Minimum post-upgrade procedures for Remedyforce 20.13.01

To update email templates (Part 1)

To update email templates (Part 2)

Known issues and workarounds

Related topic

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