We are not able to submit change requests for manual approval. Receiving blank page.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk


    COMPONENT:

    Remedyforce Winter '17



    QUESTION:

    We are not able to submit change requests for manual approval. Receiving blank page.
    This issue has been reported for incident, change request, service request modules


    ANSWER:

    Cause :
    Salesforce upgrade to Salesforce Spring 17 is caused this issue with 'Submit to approval' button.
    This issue has been reported for incident, change request, service request modules.


    Below are points discussed:
    There is a hotfix released for win 17 patch 1 - Winter 17 Patch 1.1.
    Package Name    BMC Remedyforce
    Version Number    201701.51.16
    Version Name     Winter 17 Patch 1.1
    Installation URL - https://login.salesforce.com/packaging/installPackage.apexp?p0=04tA00000003Cn9
    Password    -- (no password)

    The work-around has been implemented on his org. As the original 'submit for approval button' is gone corrupt, the newly added button can be used. Else on rf console, they can use the 'submit for approval' option from under actions.

    Workaround for standard incident form:
    1.log into Remedyforce/Salesforce
    2.Select All tab "+"
    3.Incident/ Change Request
    4.Select an change request record
    5.Select Edit Layout ( On the Top right )
    6.Select Buttons
    7.Drag and drop "Submit for approval" on the form
    8.Save
    9.Select Remedyforce console
    10.Select an change request record
    11.Record Details
    12.Select Submit for approval on the top (Screenshot attached)

    On RF console Change form:
    Go to Service Request or Change request
    Click Action -> Submit for Approval

    This is a defect and the tentative fixed date is patch 2 of winter 17. expected release date is mid march, however this is tentative. - Defect #81760.


    Article Number:

    000130703


    Article Type:

    FAQ/Procedural



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