We analyzed the last 6 months of severity 1 cases (SEV1s) for BMC Helix Remedyforce and here is what we found. About 50% of SEV1s fall to Murphy's Law, "Anything that can go wrong will go wrong." They happen and all we can do is respond to them. Hats off to all those Admins and Support Analysts who work to resolve these issues.
The other 50% were preventable. It is to these that we dedicate this blog... Preventing most of these boils down to communication. Maximum uptime requires working together with Internal Salesforce, Network, Email and Security teams. Here are the most common problem areas.
Email and Email Service Outages:
1. Changes made to the email forwarding rule. Customers usually setup a helpdesk@<mycompany>.com email that forwards to the long email service email on the email listener. When this rule is turned off email are no longer sent to Salesforce to process into Incidents
2. Salesforce incoming email are blocked by the security team or spam filters. Make sure to whitelist email IPs: https://help.salesforce.com/articleView?id=000003652&type=1 and periodically check the list to update the whitelist as the Salesforce email servers change.
3. The context user on the email listener is disabled. Salesforce Admins doing a clean up disable users no longer with the company or that they do not recognize. The service will not work until an active user is assigned to the email address associated with the email service. Make sure everyone knows the Remedyforce service accounts and or related users.
Here are links our go to docs for troubleshooting email related issues:
Custom Profiles and Permissions:
If using custom profiles without permission sets it is important to read the upgrade documentation and test in the Sandbox in the window between the Sandbox and Production upgrades. The documentation will tell which fields have been added and what permissions need to be granted. Salesforce allows the creation of profiles but not the updating when pushing upgrades. When fields for new features are added permissions are not applied to the custom profiles. The solution is to use Remedyforce Permission Sets . Salesforce does permit updates to permission sets. Any new fields will have permissions updated in Remedyforce permission sets.
Single Sign On (SSO) Certificates: Updated 1/27/2020
Needing updating once a year, or less, and touching several apps, it is difficult to remember the details configuring SSO. Here is a link to a doc with the most common issues: BMC Helix Remedyforce and Single-Sign On with Salesforce. It is important to remember Salesforce only uses the primary certificate. Implementing a secondary certificate as a fail-over when the primary expires does not work. Bookmark: How to Update Expired ADFS Certificates on BMC Helix Remedyforce and Salesforce - YouTube
Remedyforce Console Loads a Blank Page in Lightning:
This is due to Salesforce Clickjack settings. To resolve the issue see:
With Salesforce Lightning Enabled Records will Not Open in the Remedyforce Console. When Staff Click the Record the Page is Blank - INCLUDES VIDEO
Salesforce Platform Maintenance and Upgrades: Updated 2/4/2020
By default Administrators receive notifications about maintenance. In global companies with 24/7 operations staff also need these notifications. The following link explains how to sign up for these notifications: How to Sign Up for Salesforce Alerts - YouTube
Hope this helps? We will continue to monitor SEV1s and share what we find.