Rally Support Manager Setup Guide

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This installation guide will help you install and set up Rally Support Manager (RSM).

System requirements

  • Rally Web Services API. Refer to the Rally's Editions and pricing chart for editions that include this API.
  • Compatible with Salesforce Developer, Enterprise, and Unlimited Editions. Professional Edition is not supported.
  • Note: Rally Support Manager utilizes Salesforce's SOAP API to communicate. Salesforce's SOAP API is only available at the Salesforce Enterprise licensing level and above.

Browsers

For updated versions, see Salesforce's browser support policy. In some cases, this differs from Rally's supported browser policy.

Sandbox warnings

  • If you plan to trial Rally Support Manager in a Salesforce sandbox (non-production) environment, you must be a Salesforce system administrator.
  • If you plan to trial Rally and Rally Support Manager, we recommend creating a workspace in your Rally subscription called Sandbox. To do this, you must be a Rally subscription administrator.
  • Any data created in a Rally or Salesforce Sandbox environment cannot be migrated into your production environment.

This guide includes:

With Rally Support Manager, the following features are available:

Custom tabs

  • Release Announcements – Custom
  • RSM Setup – Custom

Custom objects

  • Release Announcement – Collection of cases to include in email notification
  • RSM Setup – Application preferences and Rally subscription information

Custom fields for cases

  • Release Announcement—Release in which the case was addressed
  • Announcement Label—Resolution label, either fixed or implemented
  • Rally Association—Indicator of whether the case is associated to a Rally defect or user story (HierarchicalRequirement)
  • Release Target—Development expected release for case resolution
  • Development Status—Current development status on case

S-controls

  • Find_Artifact—Search Rally defects and user stories by ID or name
  • Create_Artifact—Create new Rally defect or user story
  • Tag_Cases—Label cases for email notification
  • Select_Cases—Identify cases that are associated to Rally defects or user stories
  • rallyObj—Manage the Rally information in Salesforce
  • Publish_Rally_Status—Updates Development Status and Release Target Cases fields
  • Defect_Field_Map—Stores the Salesforce field to Rally defect field mapping
  • StoryFieldMap—Stores the Salesforce field to Rally story field mapping

Reports (in Rally Support Manager Reports folder)

  • Solved Bug Cases—Which cases reporting bugs have been resolved by development
  • Release X Notifications—Which customers were notified about Release X
  • Cases Solved for ABC in Release X—Which cases did Release X solve for customer ABC
  • All Cases Solved in Release—Which cases were solved in release ABC

Email templates (in Rally Support Manager folder)

  • RALLYSM – Release Announcement (By Release) – Fixed—Template to inform customers when a release addresses the defect they reported
  • RALLYSM – Release Announcement – Implemented—Template to inform customers when a release addresses the suggestion they reported

Install or upgrade

If you already have installed a previous version of Rally Support Manager, there are two options for upgrading: a managed package and an unmanaged package. For more information, see the Package Overview page.

Managed packages

Managed packages are typically used by salesforce.com partners to distribute and sell applications to customers. These packages must be created from a Developer Edition organization. Using the AppExchange and the License Management Application (LMA), developers can sell and manage user-based licenses to the app. Managed packages are also fully upgradeable. To ensure seamless upgrades, certain destructive changes, like removing objects or fields, cannot be performed.

Managed packages also offer the following benefits:

  • Intellectual property protection for Apex
  • Built-in versioning support for API accessible components
  • The ability to branch and patch a previous version
  • The ability to seamlessly push patch updates to subscribers
  • Unique naming of all components to ensure conflict-free installs

Download the latest Rally Support Manager Managed Package
Version Name: 2014.10.24
Version Number: 1.64 (Released)
Installation URL: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t30000001Sau0

Unmanaged packages

Unmanaged packages are typically used to distribute open-source projects or application templates to provide developers with the basic building blocks for an application. Once the components are installed from an unmanaged package, the components can be edited in the organization they are installed in. The developer who created and uploaded the unmanaged package has no control over the installed components, and cannot change or upgrade them.

For the unmanaged package, click here.

To install or upgrade:

  1. Log in to Salesforce.com as a system administrator.
  2. In a new tab, enter the Install URL for the managed or unmanaged package.
  3. On the Package Details screen, review the content, then click Continue.
  4. On the Package Installer screen, review the default values.
  5. Scroll to the bottom of the page and click Next. The final page displays the Install Package window.
  6. Click Install.
  7. Salesforce will install the Rally Support Manager integration. When it is finished, there is a confirmation message:

Create a Rally integration user

Create a Rally user to create defects (and user stories) from Salesforce. Rally Support Manager makes associations between Salesforce cases and Rally defects using web services calls into the Rally subscription. The defects are created on behalf of a Rally user who must have editor privileges for the Rally projects where the defects are created. This user also defines the visibility into Rally projects from Salesforce cases.

A Rally license is provided to you at no charge to set up this user.

  1. As a Rally administrator in Rally, select the workspace to integrate with Salesforce, and click the Setup icon.
  2. Select the Users tab.
  3. Click + Add New.
  4. Click Add with Details.
  5. Complete the following fields:
    • User Name: rsm@yourcompanydomain.com
    • Email Address: Replace the default with your email address. Use an email address you have access to as you will receive a welcome email to set the password for the integration user.
    • Display Name: Rally Support Manager
    • Workspace Access Rights: User
    • Expand the Project tree and:
      • Select Editor for all projects in which Salesforce users should have permissions to create defects (or stories).
      • Select Viewer for all projects in which Salesforce users should have permissions to view the Rally status from Salesforce.

  6. Click Save & Close.
  7. Check your email inbox for an email from Rally Notification with "Welcome to Rally" as the subject line.
  8. Click the link in the How to Log in to Rally section.
  9. Enter the new user password and click Submit.

Enter Rally subscription information

In order for Rally Support Manager to communicate with Rally, the Rally subscription information must be specified in Salesforce.

  1. Select Rally Support Manager in the Salesforce application drop-down.
  2. Select the RSM Setup tab (only visible by Salesforce administrators).
  3. Note: If you do not see the About Rally Support Manager tab, RSM Setup, and Release Announcements tabs, check your profile under Setup → Administration Setup → Profiles:

    1. Select your profile and click Edit.
    2. Under Tab Settings → Custom Tab Settings, ensure Release Announcements and RSM Setup have Default On.
    3. Under Custom Object Permissions, ensure Release Announcements and RSM Setup have Read, Create, Edit, and Delete permissions.
  4. Read the content of the Getting Started page, then click Continue.
  5. Click New.
  6. Enter the following Rally parameters:

    • Username: The Rally integration username. For example: rsm@yourcompanyname.com.
    • Password
    • RallyURL: https://rally1.rallydev.com
    • Workspace Name: The Rally workspace to integrate with Salesforce.

      This is the workspace where Salesforce users will search for and create defects or stories. By default, Workspace 1 for trial subscriptions. For Enterprise or Unlimited subscriptions, the name of the workspace is shown on the top right of your Rally page.

      Note: Rally Support Manager can only integrate with a single Rally workspace.

    • Allow Requirements: Check this option if you want support engineers to be able to create user stories from support cases. You can change this setting later.
    • If the Workspace Name or Allow Requirements fields do not display, see Verify Salesforce Field Visibility of Rally fields.

  7. Click Save.
  8.  

    Important: Only one RSM Setup object is recognized, so make sure to only have one RSM Setup object. If you create several RSM Setup entries, only the one with the lowest ID (created first) will be used as Rally Support Manager currently supports a single Rally workspace.

  9. As an administrator, go to Setup → Administration Setup → Security Controls.
  10. Select Remote Site Settings, click New Remote Site, and set the following values:
    • Remote Site: Rally
    • Remote Site URL: https://rally1.rallydev.com
    • Description: Rally’s production site for use in Rally Support Manager
  11. Click Save.

Install Rally sections into your Salesforce case layout

The Case Layout (Support) is the case layout assigned to users of the support organization. If you added other layouts, make these changes to all layouts assigned to your support users.

  1. In Salesforce Setup, under App Setup → Customize → Cases, select Page Layouts.
  2. Click the Edit link for Case Layout (Support).
  3. From the Case Layout section at the top, click Fields.
  4. Identify each field below and drag them to the Case Information section:
    • Announcement Label
    • Development Status
    • Rally Association
    • Release Announcement
    • Release Target

    The Rally_Artifact_Ref is a Rally Support Manager internal field that should not be added to the layout.

    Optionally, you can create a new layout section to group these Rally case fields.

  5. From the Case Layout section, click Custom S-Controls.
  6. Drag-and-drop the Section option below the Case Information top section.
  7. Enter Rally Association & Creation as section name and select 1-column for layout. Click OK.
  8. From the Case layout Custom S-Controls list, drag-and-drop Create Artifact on the newly created section.
  9. Repeat steps 6 through 8 above to create a Search Rally section below the Rally Association & Creation section, and drag-and-drop the Find Artifact custom S-Control.
  10. You may name these sections however you prefer.

  11. Double-click on the Create Artifact S-control and check Show scrollbars.
  12. Click OK.
  13. Double-click on the Find Artifact S-control and check Show scrollbars.
  14. Click OK.
  15. Click Save.

Verify Salesforce field visibility of Rally fields

  1. From the RSM Setup tab, open your RSM Setup (for example, RS0000).
  2. If the Workspace Name and Allow Requirements fields are not displayed:
    1. Select Setup → App Setup → Create → Objects.
    2. Click RSM Setup.
    3. Under Custom Fields & Relationships, select Workspace Name and click View Field Accessibility.
    4. Click the Field Access column value to view the specific profiles to enable. Under Page Layout, click Visible.
    5. Repeat the step above for AllowRequirements.
  3. Click the Cases tab and open a case. Validate that the Development Status and Release Target fields are shown.
  4. If they are not displayed:
    1. Select Setup → App Setup → Cases → Page layouts.
    2. Add Release Target and Development Status to the Case Layout.
    3. Save your changes.

Add case views to mass email wizard

Once cases are marked with a release announcement label, the Salesforce mass email wizard can identify all cases associated to defects that were fixed in the Rally release and all enhancement request cases that were implemented in the release. Salesforce does not support including custom views in an AppExchange application, so you need to manually create a view to identify cases. Cases with the Fixed release label are bug cases that have been addressed in the release with a defect fix. Cases with the Implemented release label are enhancement request cases that have been addressed in the release with an implemented feature.

  1. From the Cases tab, locate the Tools section and click Mass Email Cases.
  2. Click Create New View.
  3. Complete the following fields:
    • View Name: Fixed in Release
    • Filter By Owner: All Cases
    • Filter by Additional Fields: Case: Announcement Label equals Fixed
    • Add Case: Release Announcement to the list of fields to display
    • Make the view Visible to all users
  4. Click Save.

Creating a mass email view for enhancement request cases:

  1. Click Create New View and complete the following fields:
    • New View Step 1: Implemented in Release
    • New View Step 2: Restrict: All Cases and Case: Announcement Label equals Implemented
    • New View Step 3: Add Case: Release Announcement
    • New View Step 5: Visible to all users
  2. Click Save.

Set up your Rally subscription

Rally Support Manager uses three Rally custom fields (Affected Customers, Number of Cases, and Salesforce Case) to store information about Salesforce cases in Rally. The custom fields are added to the Rally workspace defined in the RSM Setup object.

To make the creation of these custom fields easier, we created an automated configuration page that creates the custom fields.



  1. Log in as a user with Rally workspace administration permissions.
  2. Select the workspace you specified in step 5 of the Enter Rally Subscription Information section.
  3. Click Configure.
  4. When the confirmation message displays, click Return to Rally.

The Name and Display Name of these three custom fields should not be modified in Rally as Rally Support Manager relies on them to work properly.

Specify Rally defect field values (optional)

When Salesforce users create a Rally defect, you can define the value of the following defect standard fields: Found In, Name, Description, Priority, Severity, Package, Owner, and Environment, as well as any defect custom fields defined in Rally.

  1. Click on the RSM Setup tab, then open your Setup object (for example, RS0000).
  2. Click Rally Defect Fields.
  3. If you do not see this button, follow these steps:

    1. From Salesforce, go to Setup → App Setup → Create → Objects → RSM Setup.
    2. In the Page Layouts section, click RSM Setup Layout,then click Edit.
    3. In the Buttons section, double-click Details Page Buttons.
    4. Select Rally Defect Fields, and click Add.
    5. Click OK, then click OK again to the confirmation dialog.
    6. Click Save.

  4. For each Rally Field listed (Found In, Severity, and custom fields), select a value in the Salesforce Field column to populate the defect field value when Salesforce users create a defect.
    • If you want all created defects to display the same value in one of their Rally fields, select <Default Value> as the Salesforce Field and enter the default value in the Default Value column.
    • If you do not want the Rally defect field to be populated during defect creation, select <None> as the Salesforce Field.
    • Ensure that required Rally fields do not have <NONE> in their SalesforceField column.
    • If you want to use a Salesforce case field to populate a Rally defect field, select the Salesforce field under the Salesforce Field column.

  5. Click Save Settings.

Best practices for defect field mapping:

  • Default values entered in the Default Value column must be allowed values for the selected Rally field. Validate the spelling and that the value is an acceptable value for the selected Rally field.
  • When specifying a default value for the Date field, specify the date in ISO (ISO8601) format: YYYY-MM-DD.
  • When specifying a default value for the Boolean field, use True or False.
  • When selecting a Salesforce field of type picklist, the Picklist values must be valid values for the matching Rally field.
  • For the Rally fields of type String, the Salesforce field must be less than 255 characters.
  • For the Owner field, select <DefaultValue> in the Salesforce Field column and enter a valid Rally username (for example, jim@abc.com). The Owner field for defects created from Salesforce will be set to the Rally Display Name matching this Rally username.

Specify Rally story field values (optional)

When Salesforce users create a Rally user story, you can define the value of the following defect standard fields: Name, Description, Rank, Package, and Owner, as well as any user story custom fields defined in Rally.

This step only applies if Salesforce users are allowed to create user stories directly from support cases (the RSM Setup Allow Requirements option is enabled).

  1. From the RSM Setup tab, open your Setup object (for example, RS0000).
  2. Click Rally Story Fields.
  3. If you do not see this button, follow these steps:

    1. From Salesforce, go to Setup → App Setup → Create → Objects → RSM Setup.
    2. In the Page Layouts section, click RSM Setup Layout, then click Edit.
    3. In the Buttons section, double-click on the Details Page Buttons.
    4. Select Rally Story Fields and click Add.
    5. Click OK, then click OK again to the confirmation dialog.
    6. Click Save.

  4. For each Rally Field listed, select a value in the Salesforce Field column to populate the story field value when Salesforce users select Create Requirement.
    • If you want all created stories to display the same value in one of their Rally fields, select <Default Value> as the Salesforce Field and enter the default value in the Default Value column.
    • If you do not want the Rally story field to be populated during story creation, select <None> as the Salesforce Field.
    • Ensure that required Rally fields do not have <NONE> in their SalesforceField column.
    • If you want to use a Salesforce case field to populate a Rally story field, select the Salesforce field under the Salesforce Field column.

  5. Click Save Settings.

Best practices for story field mapping:

  • Default values entered in the Default Value column must be allowed values for the selected Rally field. Validate the spelling and that the value is an acceptable value for the selected Rally field.
  • When specifying a default value for the Date field, specify the date in ISO (ISO8601) format: YYYY-MM-DD.
  • When specifying a default value for the Boolean field, use True or False.
  • When selecting a Salesforce field of type picklist, the Picklist values must be valid values for the matching Rally field.
  • For the Rally fields of type string, the Salesforce field must be less than 255 characters.
  • For the Owner field, select <DefaultValue> in the Salesforce Field column and enter a valid Rally username (for example, jim@abc.com). The Owner field for defects created from Salesforce will be set to the Rally Display Name matching this Rally username.

Create user stories from cases

  1. From RSM Setup, open your RS000X setup.
  2. If you do not see a Rally Story Fields button and you do want to allow creation of user stories from support cases (Allow Requirements checkbox in RSM Setup is checked):
    1. From Setup → App Setup → Create → Objects, click RSM Setup.
    2. In the Page Layouts section, click Edit by the Rally Setup Layout.
    3. In the RSM Setup Layout section, click Buttons.
    4. Drag-and-drop the Rally Story Fields button on to the Custom Buttons placeholder.
    5. Click Save.

Add labels, mass mail views, and email templates (optional)

Rally Support Manager provides two release announcement labels—Fixed for defects fixed in a release and Implemented for stories implemented in a release. Email templates are useful with customers regarding their cases.

  1. Extend the picklist for Release Notification Labels Setup → Customize → Cases → Fields.
  2. Go to the Custom Field Announcement label and click Announcement Label.
  3. In the Picklist Values section, click New to create new labels.
  4. Editing or removing the default Fixed and Implemented labels is strongly discouraged as it will prevent the automatic labeling of cases for email notification of release announcements.

  5. Add the new pick list labels, each on a separate line, and click Save.
  6. The label None is automatically provided to users and should not be one of the pick list values.

To create a new Mass Mail Email Template, go to Setup → Admin Setup → Communication Templates → Email Templates.

The installation process created a Rally Support Manager Email Templates folder that stores these email templates.

Display development status on Salesforce self-service portal (optional)

To decrease your support costs, you may provide customers access to the development status and expected delivery timeframe of their reported defects or feature requests. The development status of their cases can be displayed on the Salesforce self-service customer portal.

  1. In Salesforce Setup, go to App Setup → Customize → Self-Service → Self-Service Portal → Settings.
  2. In the Portal Pages section, select Page Layout on the View Cases Page row.
  3. Click Edit.
  4. Select Fields at the top, locate Development Status and drag it on to the Case Information section at the top.
  5. Repeat step 4 for the Release Target field.
  6. Click Save.

Display customer impact in Rally (optional)

Rally Support Manager installs custom fields in stories and defects to represent customer information. Creating Rally views to display Salesforce case information provides visibility for development teams into the customer impact of defects and stories.

To add Rally views, you create new views in the Stories and Defects Summary pages:

  1. In Rally, go to the Quality → Defects tab or the Plan → User Stories tab.
  2. Click the New view icon to the right of the drop-down.
  3. Enter Customer Impact as the view name.
  4. Optionally, click Add Condition to restrict the list of defects to only those that have been reported by customers (those with a Salesforce association). Select Number of Cases != 0.
  5. In the Display Columns section, move Affected Customers and Number of Cases from Available Columns to Selected Columns.
  6. Select the Shared View checkbox.
  7. Click Save & Close.

Deploy Rally Support Manager

  1. Under Setup → App Setup, click View Installed Packages.
  2. Select Rally Support Manager.
  3. Click Deploy Now.

Uninstall Rally Support Manager

  1. From Salesforce Setup, go to App Setup → Cases, and select Page Layouts.
  2. Select and edit the Case Layout for your Case Layout page.
  3. Select Custom S-Controls.
  4. Remove Create Artifact from the page layout by dragging Create Artifact back to the Custom S-Controls list.
  5. Remove Find Artifact from the page layout.
  6. Click the Delete icon for the Rally Association & Creation section.
  7. Click the Delete icon for the Search Rally section.
  8. Click Save.
  9. On the warning page detailing all of the objects that will be uninstalled, select Yes, I want to uninstall this package and permanently delete all associated items and click Uninstall.

You can download data you have entered into a zipped .csv file by selecting the Download option under Data from Uninstalled Applications.

Known issues and workarounds

Error: The associated Rally artifact is no longer present in Rally. It may have been deleted in Rally. The artifact will be disassociated with the case.

Workaround: Ensure you completed the steps in the Set up your Rally subscription section of this guide. Also, ensure that the RSM Setup user has viewer permissions in Rally to all projects where defects associated with cases may reside.


Associating an existing Rally defect or requirement does not work.

Workaround: Edit the Salesforce case and verify that all required fields are completed. This symptom can happen when required fields are added to cases after a case was created.


Error Creating defect or story in Rally with the following error: Validation error: Defect/Story.XXXXXX should not be null.

Workaround: This occurs if the XXXX Rally field has been set as a required field in Rally. Ensure fields that are required in Rally are populated from Salesforce fields or a default value in the RSM Setup Rally Defect Fields screen.


Nothing happens when creating a defect or a requirement (you may see an Error: uncaught exception message in your browser error console).

Workaround: This occurs if the case custom fields created by Rally Support Manager do not have their field-level security Visible flag checked. In Salesforce, go in Setup and select App Setup → Cases → Fields. In the Case Custom Fields & Relationships section, click the field label and click Set Field-level Security. Select Visible for all profiles using Rally Support Manager and for the following fields: Announcement Label, Development Status, Rally_Artifact_Ref, Rally Association, Release Announcement,and Release Target.


Case insensitive keyword searches do not work.

Workaround: None. Keyword searches are case sensitive.


Unresponsive script message.

Workaround: Click Continue until the script completes. This usually happens from the Select Cases screen or when clicking Publish Rally Status.


Error retrieving workspace data message when clicking Show Associations.

Workaround: Verify that the RSM Setup points to a valid Rally workspace name, then restart your browser.


Rally discussion content lists Has Attachment = No when the case attachment is the attachment attached to the email from which the case was created (email-to-case Salesforce option).

Workaround: No workaround is available.


I changed the RSM Setup Rally Defect Fields mapping, but I still get errors when creating a defect from a case. Or, I changed the RSM Setup Rally Story Fields mapping, but I still get errors when creating a story from a case.

Workaround: This may happen if one of your Salesforce administrators created a RSM Setup object (RS0000), then another Salesforce administrator created another RSM Setup object (RS0001) but doesn't have any visibility to RS0000. Rally Support Manager only recognizes one RSM Setup object (the one with the lowest ID number, for example, RS0000 over RS0001). Deleting RS0000 fixes the issue.


When creating a defect or story from a case: Error Creating defect/story in Rally with case ID <id> with the following error:Could not convert: Rating not found: Conversion method name:com.f4tech.slm.convert.DefectConversion.get<FieldName>Named:.

Workaround: This occurs when the Salesforce field selected by the Salesforce administrator in RSM Setup's Rally Defect Fields or Rally Story Fields screen has drop-down values that do not match the Rally standard field list of allowed values.


When creating a defect or story from a case: Error Creating defect or story in Rally with case ID <id> with the following error: Validation error: Defect.Name is empty or its content is incorrect.

Workaround: This occurs when the Salesforce case (from which the defect or story is created) has an empty value in its field selected to be mapped to the Rally Name field. This mapping is performed by the Salesforce administrator in RSM Setup's Rally Defect Fields or Rally Story Fields screen.


When creating a defect or story from a case: Error Creating defect in Rally with case ID <id> with the following error: Validation error: Name length is greater than the maximum length if 256.

Workaround: This occurs when the Salesforce case field mapped to the Rally Name field contains more than the 255 allowed characters.


Error: NetworkError: 500 Internal Server Error - https://na1.salesforce.com/services/Soap/u/15.0.

Response:

<?xml version="1.0" encoding="UTF-8"?>
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:sf="urn:fault.partner.soap.sforce.com" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body><soapenv:Fault><faultcode>sf:INVALID_TYPE</faultcode><faultstring>INVALID_TYPE:
select HasAttachment from EmailMessage where parentId = &apos;5003000000OhfHJ&apos;
                          ^
ERROR at Row:1:Column:27
sObject type &apos;EmailMessage&apos; is not supported. If you are attempting to use a custom object, be sure to append the &apos;__c&apos; after the entity name. Please reference your WSDL or the describe call for the appropriate names.</faultstring><detail><sf:InvalidSObjectFault xsi:type="sf:InvalidSObjectFault"><sf:exceptionCode>INVALID_TYPE</sf:exceptionCode><sf:exceptionMessage>
select HasAttachment from EmailMessage where parentId = &apos;5003000000OhfHJ&apos;
                          ^
ERROR at Row:1:Column:27
sObject type &apos;EmailMessage&apos; is not supported. If you are attempting to use a custom object, be sure to append the &apos;__c&apos; after the entity name. Please reference your WSDL or the describe call for the appropriate names.</sf:exceptionMessage><sf:row>1</sf:row><sf:column>27</sf:column></sf:InvalidSObjectFault></detail></soapenv:Fault></soapenv:Body></soapenv:Envelope>

XML:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:sf="urn:fault.partner.soap.sforce.com" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<soapenv:Fault>
<faultcode>sf:INVALID_TYPE</faultcode>
<faultstring>INVALID_TYPE: select HasAttachment from EmailMessage where parentId = '5003000000OhfHJ' ^ ERROR at Row:1:Column:27 sObject type 'EmailMessage' is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.</faultstring>
<detail>
<sf:InvalidSObjectFault xsi:type="sf:InvalidSObjectFault">
<sf:exceptionCode>INVALID_TYPE</sf:exceptionCode>
<sf:exceptionMessage> select HasAttachment from EmailMessage where parentId = '5003000000OhfHJ' ^ ERROR at Row:1:Column:27 sObject type 'EmailMessage' is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.</sf:exceptionMessage>
<sf:row>1</sf:row>
<sf:column>27</sf:column>
</sf:InvalidSObjectFault>
</detail>
</soapenv:Fault>
</soapenv:Body>
</soapenv:Envelope>

Solution:

  1. Edit Case Page layout.
  2. Add Email Message related list to the case layout.
  3. Save changes.

Frequently asked questions

  1. We are considering using a custom object related to the case object for escalating to development and engineering. Does your app allow integration of custom objects?
  2. We have seen customers do this in the past with limited success. The RSM integration was designed and coded to work with the Case object. Instead of using a custom object, we recommend using field sets visible and editable by certain types of support users instead of using a custom object.

  3. Do we have access to modify your web service calls? How much effort is required to do so?
  4. You can see the code in our Custom S-Controls, but since this is a deprecated technology, you are unable to modify the queries. You can employ the same endpoints for your own VisualForce development. We have had some customers extend this functionality on their own.

  5. Do we have visibility into triggers and classes in both SFDC and Rally? We would prefer to reuse code rather than redesign.
  6. We do not use triggers or classes in the integration. Similar to the question above, refer to the Custom S-Controls which are visible; specifically, the rallyObj, Create Artifact, and Find Artifact S-Controls.

  7. Would we be able to get access to an unmanaged Rally Support Manager package?
  8. Refer to the installation section above for links to the managed and unmanaged packages.

  9. If we have to work with the case object is it possible to limit integration by record type?
  10. You can give permissions to specific profiles, which can refer to certain case types, provided your Salesforce.com setup is configured to support such a delegation.

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Feedback

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