Recently upgraded RemedyForce environment to Summer '15 and now when users submit a incident from self service they receive error message.    Attempt to de-reference a null object.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

     

      Recently upgraded Remedyforce environment to Summer '15 and now when users submit a incident from self service they receive error message.   Attempt to de-reference a null object. 

     


    SOLUTION:

     

      Need to create a new self service layout and assign it to the profile

    1. Log into Remedyforce/Salesforce as Administrator
      
      2. Select Remedyforce Administration Tab
      
      3. Select Configure Self service | Ticket Layout
      
      4. Select the profile for which we are getting error submitting incident in self service
      
      5. Select "Create/Edit Layout"
      
      6. New
      
      7. Provide layout name and make the field set available
      
      8. Save
      
      9. Go back to the layout form
      
      10. Select the profile again for which we are getting error submitting incident in self service
      
      11. Select the new layout in Assign layout
      
      12. Save
      
      13. Verify users are able to submit incident from self service without error
      
        
      
      NOTE: To have the new layout form of selfservice to look similar to previous form create a new field set on incident object drag and drop the fields and add the new field set to created layout.

    Additional Information: If after applying the solution user still receive the error message it means the user's profile does not have the correct permissions.  To resolve the issue assign the user the appropriate Remedyforce/ServiceDesk permission set.  If the user is a Client assign the Client permission set, if Staff, assign the Staff permission set, etc...

     


    Article Number:

    000101377


    Article Type:

    Solutions to a Product Problem



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