With Salesforce Lightning Enabled Records will Not Open in the Remedyforce Console.  When Staff Click the Record the Page is Blank - INCLUDES VIDEO

Version 6
    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:

    With Salesforce Lightning Enabled Records will Not Open in the Remedyforce Console.  When Staff Click the Record the Page is Blank.


    CAUSE:

    Salesforce Clickjack is blocking the opening of the frames used by the Remedyforce Console


    SOLUTION:

    Disable Clickjack Protection for Customer Visualforce Pages with headers:
    1. Log in as administrator.
    2. Go to the Setup page.
    3. Enter Session Settings in the Quick Find box, and then select Session Settings.
    4. Uncheck Enable clickjack protection for customer Visualforce pages with headers disabled checkbox.
    5. Click Save.
    6. Launch the Remedyforce Console and verify records load in the Remedyforce Console.

    Note: This solution is also applicable if the Remedyforce Admin tab is showing blank in lightning mode. 

    Disable Clickjack Protection for Customer Visualforce Pages with headers:




    Will BMC Helix Remedyforce release a fix for this issue?

    Salesforce Lightning is architecture such that in Lightning it creates an iframe and embeds visualforce pages from a visualforce domain.
    While doing so it takes care of allowing such embedding for the 1stpage.But when the embedded page want to have visualforce pages in another iframe,
    if clickjack is enabled a blank page gets displayed and hence we do not recommend enabling this setting.

     
    At BMC we very much had the intention for past 2 years for allowing customer to enable the setting, but only if the platform (Salesforce) allowed us.
     As a product on Salesforce platform we are at time dependent on Salesforce. For now we don’t have a fix unless it is provided by Salesforce.
     
    Salesforce giving a setting can also be looked in another way. Why are they not forcing this security setting as always enabled through a critical update if it’s an important one.
    Because they are very much aware of these lightning limitations and don’t have a workaround for ISVs like BMC





     


    Article Number:

    000171310


    Article Type:

    Solutions to a Product Problem



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