BMC Helix Remdyforce - Users Unable to log into Self Service Site after Salesforce Critical Update was activated

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

    Users unable to log into SelfService Portal, below error is shown

    "Your login attempt has failed. Make sure the username and password are correct"


    SOLUTION:

    If the "Block Certain Fields in the User Record for Orgs with Communities and Portals" critical update is Activated and "Hide Personal Information" under User Management Settings is checked, Username won't be available to portal users as per the release notes,
    https://releasenotes.docs.salesforce.com/en-us/summer19/release-notes/rn_networks_user_profile_cruc.htm,

    Please consider the following options to fix the prblem in the affected org:

    a) Deactivate "Block Certain Fields in the User Record for Orgs with Communities and Portals" critical update, OR
    b) If "Block Certain Fields in the User Record for Orgs with Communities and Portals" is activated, uncheck "Hide Personal Information" under User Management Settings.

     


    Article Number:

    000170744


    Article Type:

    Solutions to a Product Problem



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