Troubleshooting issues related to Remedyforce Console

This issue occurs if a dependent picklist field is added to a form and the controlling field is not added. 

Dependent picklist fields in the object can be controlled either by a check box or another picklist field.
While adding the dependent field to the form, ensure you add the controlling field. You can add these fields in the respective field sets to see the fields on the form.
For more information about creating dependent picklist, see the Salesforce help

A Remedyforce administrator must create a tab for the Service Outage object if it does not already exist. To create a custom tab, see Salesforce help 

While creating the tab, a Remedyforce administrator must set the tab visibility to Default Off for all profiles.

Remedyforce  administrators can use the following options on Remedyforce Console to assign records to themselves:

• Assign to me: You can use this option if you are queue member.
• Assign to others: This option allows you to select a queue in which you are a member. 

Select the Enable Optimized Console List View check box from Remedyforce Administration > Consoles.

Make sure that the following prerequisites are met before you select the Enable Optimized Console List View checkbox:  

• The API Enabled check box is selected for the required profiles from Setup > Administer > Manage Users > Profiles > Administrative Permissions.

• In your organization, the Use enhanced domains check box from Setup > Domain Management > My Domain is selected. For more information, see Salesforce help

After enabling the optimized console list view feature, make sure that the System Administrator profile user who has the permissions to create or update remote site settings clicks the Remedyforce Administration tab. The remote site setting gets created or updated with a Salesforce base URL.

After enabling the enhanced list view feature, the remote site setting gets created automatically. However, if the remote site setting does not get created, gets created with a wrong format or incorrect details, or gets deleted, you can perform any of the following correction procedures:

• • Disable the enhanced list view feature and again enable it. The remote site setting gets created or the existing remote site setting gets corrected.
  • In case of wrong remote site setting, update it manually from Setup > Security Controls > Remote Site Settings > SalesforceBaseUrl.
    • If My Domain is enabled, SalesforceBaseUrl should be  https://MyDomainName.my.salesforce.com.
    • If My Domain is not enabled, SalesforceBaseUrl should be https://yourInstance.salesforce.com.
  • If the Remote site setting is not present, create it manually. For instructions, see Salesforce help.

Even after applying the above settings, if you still notice any issues with list views, perform the following steps:

Navigate to Setup > Security > Session Settings.

Clear the Lock sessions to the IP address from which they originated check box.

If the Segregate Incidents and Service Requests check box is enabled and you do not have access to view incidents, then service requests records are not displayed in the Incident list view.

You must click Remedyforce Console > Views > Service Requests to view the service requests records.

To show only incidents in the Incidents list view (rather than showing both incidents and service requests), modify the All list view and perform the following steps:

Click the Remedyforce Administration tab.

On the Home page > Application Settings > Console, add the following condition in the Specify Filter Criteria section: Is Service Request equals False.

Select the Segregate Incidents and Service Requests check box.

Click .

To delete linked records, you need to disable the Tracking Protection feature. Perform the following steps to disable the feature:

Click the Tracking protectionicon.

Click Disable protection for this site button.
 

Once you have disabled the protection, you can delete the linked records.

Enable the BMCServiceDesk__ConsoleRouting Visualforce page for the affected user's profile from Setup > Manage Users > Profiles or Setup > Manage Users > Permission Sets.