When Remedyforce Users have Multiple Inputs Mapped to Text Fields in Request Definitions the Order in the Case is Not Correct.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

    When Remedyforce Users have Multiple Inputs Mapped to Text Fields in Request Definitions the Order in the Case is Not Correct.


    CAUSE:

    This was a defect in Summer 15.


    SOLUTION:

    Summary:  
    Behaviour prior to Summer15: The mapping to the common Text field was done in the order the fields were ordered in the “Input” field definition.
    Behaviour post Summer15: The mapping to the common Text field is done in the order the fields were added to the mapping.
    Some customers are affected now because they capitalized in our defect where we weren’t respecting the order the mapping was defined. 
     
    The affected customer need to apply the hotfix and create a record of Remedyforce custom settings to roll back to Pre-Summer15 mode of working. New customers or customers who don’t have this custom setting created in their org will have the new ordering mechanism by default.
     
    Steps to create Custom settings:

       
    1. Go to Setup -> Develop -> Custom Settings
    2.  
    3. Click on “Manage” link for the “Remedyforce Settings”
    4.  
    5. Click on New button and assign following values to field:      
           
      1. Name: propOldSRFieldMappingOrder
      2.    
      3. Value: True
      4.   
       Leave other fields as blank.  
       
    1. Click “Save” button

     


    Article Number:

    000104866


    Article Type:

    Solutions to a Product Problem



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