Customers Receive Apex Exception Emails at a Regular Interval in BMC Helix Remedyforce Because The User Who Started 'Milestone Processor' is Inactive

Version 7
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

    Customers receive Apex exception emails at a regular interval for BMCServiceDesk.MilestoneTransactionHelper with following details:
     
    Subject: [EXTERNAL] Developer script exception from XXXXX : 'BMCServiceDesk.MilestoneTransactionHelper' : Inactive User, orgId: 00D280000019enN
     
    Body:
     
    Apex script unhandled exception by user/organization: 00532000004o8d2/00D280000019enN
     
    Failed to invoke future method 'public static void updateResponseSLAJunkRecordsAsync()' on class 'BMCServiceDesk.MilestoneTransactionHelper' for job id '7070e00005Da7lx'

     


    CAUSE:

    Milestone processor is running under inactive user context.


    SOLUTION:

     

       
       Perform one of the following actions:   
       
       

    Option 1

       
       Restart the Milestone Processor job with another active Remedyforce administrator having the out-of-the-box Remedyforce administrator permission set assigned and with the Remedyforce Administrator check box field as selected for the profile.  
          
       Perform the following steps to start the job: 
       
      1. Log in to BMC Helix Remedyforce with an active administrator user account.
    2. Go to the Remedyforce Administrator tab.
    3. Click Application Settings > General Application Settings.
     
      4. Under the Service Target Milestones section, click Stop Milestone Processor.
      
      User-added image  5. Wait for a few seconds and then click Start Milestone Processor.
      
        
      
       

    Option 2

        Reactivate the inactive user and ensure that the user has out-of-the-box Remedyforce administrator permission set assigned and with the Remedyforce Administrator check box field as selected for the profile. 
     
    Perform the following steps to reactivate the user:
      
       
       1. Go to Setup > Monitor > Jobs > Scheduled Jobs. Note the Submitted By user name for the BMC Helix Remedyforce - Milestone Processor job.  
      
        
      User-added image
        
      2. Go to Setup > Administer > Manage Users > Users. Select the user who submitted the Milestone Processor job.
      
           User-added image
      
         
      3. Click Edit and make the user active by checking the Active check box.
        
      User-added image
      
      4. Click Save
        
        
      Note: 
      In case if you still see the exception after performing the mentioned steps, refer the following documentation to perform additional steps. 
      https://communities.bmc.com/docs/DOC-117621

     


    Article Number:

    000168939


    Article Type:

    Solutions to a Product Problem



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles