Rally Support Manager Setup Guide

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Customization & Enhancement Guide

  • Using This Document: This document is intended to help Salesforce and Rally administrators install and configure Rally Support Manager.
  • Existing Rally Support Manager Customers: If you are upgrading from an earlier version, proceed to Step 2.
  • System Requirements
    • Rally Support Manager requires the Rally Web Services API. Refer to the Rally Editions chart for Rally Editions that include this API.
    • Rally Support Manager is 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.

  • Browser: For updated versions, please 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.

Table of Contents

  1. About Rally Support Manager
  2. UPGRADE – Installing/Upgrading
  3. REQUIRED – Create Rally Integration User
  4. REQUIRED – Enter Rally Subscription Information
  5. REQUIRED – Install Rally Sections into your Salesforce Case layout
  6. REQUIRED – Ensure Salesforce Field Visibility of Rally fields and buttons
  7. REQUIRED – Add Case Views to Mass Email Wizard
  8. REQUIRED – Configure your Rally subscription
  9. OPTIONAL – Specify Rally Defect Field Values
  10. OPTIONAL – Specify Rally Story Field Values
  11. OPTIONAL – Add Labels, Mass Mail Views and Email Templates
  12. OPTIONAL – Display Development Status on Salesforce Self-Service Portal
  13. OPTIONAL – Display Customer Impact in Rally
  14. REQUIRED - Deploy Rally Support Manager
  15. UNINSTALL - Uninstall Rally Support Manager
  16. KNOWN ISSUES – known issues and workarounds
  17. Frequently Asked Questions / Troubleshooting

1. About Rally Support Manager

Custom application: Rally Support Manager

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:

  • Cases: Release Announcement: release in which the case was addressed
  • Cases: Announcement Label: resolution label, either “fixed” or “implemented”
  • Cases: Rally Association: indicator of whether the case is associated to a Rally defect or requirement
  • Cases: Release Target: development expected release for case resolution
  • Cases: Development Status: current development status on case

S-Controls:

  • Find_Artifact: search Rally defects and requirements by ID or name
  • Create_Artifact: create new Rally defect or new Rally requirement
  • Tag_Cases: label cases for email notification
  • Select_Cases: identify cases that are associated to Rally defects or requirements
  • rallyObj: manages 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 (replace X with your specific release announcement name)
  • Cases Solved for ABC in Release X – Which cases did Release X solved for customer ABC (replace X and ABC with specific release announcement and customer names)
  • All Cases Solved in Release - Which cases were solved in release ABC (replace ABC with your specific release announcement)

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

2. Installing for the first time or Upgrading from earlier versions

If you already have installed a previous version of Rally Support Manager, you now have two options for upgrading: a managed package and an unmanaged package. Here's a quick description of both from Salesforce.com's 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, can not 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: 2014.02.05
Version Number: 1.63 (Released)
Installation URL: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t30000001Sage

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 can't change or upgrade them.

For the unmanaged package, please click here.

How to Install/Upgrade:

  1. Login to Salesforce.com as a System Administrator
  2. In a new tab, enter the Install URL for the managed or unmanaged package.
  3. You'll see the Package Details screen.
  4. Review content, then click Continue.
  5. On the Package Installer screen, review the default values
  6. Scroll down to the bottom of the page and click Next.
  7. The final page shows the Install Package window.
  8. When you're ready, click the Install button.
  9. Salesforce will install the Rally Support Manager integration. When it's finished, you'll see a confirmation like this:
  10. You're now ready to proceed with the configuration.

4. Create Rally Integration User

What: Create a Rally user to create defects (and user stories) from Salesforce

Why: 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

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

How: Create the Rally Integration User

  1. As a Rally administrator, in Rally, select the Workspace to integrate with Salesforce, and click Setup.
  2. Select the Users tab
  3. Click + Add New button
  4. Then Click Add with Details
  5. Account Information section

    • User Name: rsm@yourcompanydomain.com
    • Email Address: replace the default with your email address
    • Note: Make sure to use an email address you have access to as you will receive a Welcome email to set the password for the integration user)

    Display Preferences section:

    • Display Name: Rally Support Manager

    Permissions and Access Rights section:

    • For the specific Rally workspace that will be integrated with Salesforce:
    • 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
  10. Once in Rally, select Logout

5. Enter Rally Subscription Information

What: Enter Rally subscription information in Salesforce

Why:For Rally Support Manager to communicate with Rally, the Rally subscription information must be specified in Salesforce

How: Enter Rally subscription information in Salesforce

  1. Select Rally Support Manager in the Salesforce application pull down
  2. Click 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:

    • Select your profile. Click Edit
    • Under Tab Settings | Custom Tab Settings, make sure Release Announcements and RSM Setup have Default On.
    • Under Custom Object Permissions, make sure Release Announcements and RSM Setup have Read/Create/Edit/Delete permissions.
  4. Read the content of the Getting Started page, scroll down to the bottom to locate the "Continue" or "Don’t show me this page again". Click either button.
  5. Click New
  6. Enter the following Rally parameters:

    • Username: the Rally integration username. For example: rsm@yourcompanyname.com
    • Password: the user's password
    • RallyURL: https://rally1.rallydev.com
    • Workspace Name: the name of 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 paid 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 your setting later.
    • If you are not seeing the Workspace Name or Allow Requirements fields, please refer to the "Ensure Salesforce Field Visibility of Rally fields and buttons" section below.

  7. Click Save
  8. The Allow Requirements checkbox allows you to control whether support can create user stories without product management intervention. If you use Rally Product Manager, you should uncheck this option.

    IMPORTANT:Rally Support Manager allows you to create more than one RSM Setup object, but only one is considered, 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, 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
    • Click Save

6. Install Rally Sections into your Salesforce Case layout

What: Install Rally Sections into your Support Case layout

Why: The Salesforce AppExchange installation process will not install layout changes to standard objects, such as Cases. As a result, you need to make these changes manually.

IMPORTANT:We refer below to "Case Layout(Support)" as the Case layout assigned to users of the Support organization. If you added other layouts, you will want to make these changes to all layouts assigned to your Support users.

How: Modify the "Case Layout (Support)"

    While in the Salesforce Setup, under App Setup > Customize > Cases, select Page Layouts.

    Click Edit on the "Case Layout (Support)

  1. From the Case Layout section at the top, click Fields, 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 an 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.

  2. From the Case Layout section at the top, click Custom S-Controls.
  3. Locate the Section option, drag and drop it below the Case Information top section
  4. Enter "Rally Association & Creation" as section name and select 1-column for layout. Click OK.
  5. From the Case layout Custom S-Controls list, locate Create Artifact and drag and drop it on the newly created section.
  6. Repeat steps 3 through 5 above to create a "Search Rally" section below the Rally Association & Creation section, and drag and drop the Find Artifact custom S-Control
  7. You may name these sectionshowever you prefer.

  8. Double-click on the Create Artifact S-control and check the "Show scrollbars" checkbox. Click OK
  9. Double-click on the Find Artifact S-control and check the "Show scrollbars" checkbox. Click OK
  10. Click Save

7. Ensure Salesforce FieldVisibility of Rally fields and buttons

What: Ensure fields and buttons havethe appropriate visibility in Salesforce

Why: Some user interface elementsincluded in Rally Support Manager may not be visible when you deploy Rally Support Manager.

How: To set the proper field level security:

  1. Go to the RSM Setup tab andopen your RSM Setup (ex: RS0000)
  2. If the Workspace Name and Allow Requirements fields arenot displayed:
    • Select Setup > App Setup > Create > Objects. Click RSM Setup.
    • Under Custom Fields & Relationships, select Workspace Name and click View Field Accessibility.
    • Click the Field Access column value to view the specific profiles to enable. Under Page Layout, click the Visible checkbox.
    • 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:
    • Select Setup > App Setup > Cases > Page layouts.
    • Add Release Target and Development Status to the Case Layout.
    • Save your changes

8. Add Case Views to Mass Email Wizard

What: Add Views to the Mass Email Wizard to Send Email to Customers when Their Cases Are Addressed in a Rally Release

Why: Once cases are marked with arelease 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.

How: Creating a Mass Email view for Bug Cases

  1. Go to the Cases tab
  2. Scroll down to the Tools section
  3. Click Mass Email Cases
  4. Click Create New View
  5. Fill in these 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"
  6. Click Save

How: Creating a Mass Email View for Enhancement Request Cases

  1. Click Create New View
  2. Fill in these 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
  3. Click Save

9. Configure your Rally subscription

What: Configure your Rally subscription to use Rally Support Manager

Why: 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 areadded to the Rally workspace defined in the RSM Setup object.

How: Configure Rally for Rally Support Manager

  1. To make the creation of these custom fields easier, we created an automated configuration page that creates the custom fields.
    • Existing Rally customers, go to: https://rally1.rallydev.com/slm/rsm/configureFields.sp
    • Rally Sandbox users, go to: https://sandbox.rallydev.com/slm/rsm/configureFields.sp
    • Legacy Rally Community users go to: https://community.rallydev.com/slm/rsm/configureFields.sp
    • Rally On Premise users go to: https://yourdomainpathtorally.com/slm/rsm/configureFields.sp
  2. Login as a user with Rally workspace administration permissions.
  3. Select the workspace you specified in step 5 of the "Enter Rally Subscription Information" section above.
  4. Click Configure
  5. 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.

10. Specify Rally Defect Field Values

What: Specify the value of fields for Rally defects created from Salesforce

Why: 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.

This is a one-time setup that will apply to all defect creation

How: To specify which Salesforce fields or specific values to use to populate the Rally defect fields upon defect creation:

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

    • From Salesforce, navigate to Setup > App Setup > Create > Objects > RSM Setup
    • Scroll down to the Page Layouts section and click RSM Setup Layout,then click Edit
    • In the buttons section, double click on the Details Page Buttons
    • Select Rally Defect Fields and click Add. Click OK, then click OK again to the confirmation dialog. 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.
    • Make sure 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. When done, 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 there is no typo, and that the value is anacceptable value for the selected Rally field.
  • When specifying a Default Value for Date field, specify the date in ISO (ISO8601) format: YYYY-MM-DD
  • When specifying a Default Value for 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 (ex: jim@abc.com). The Owner field for defects created from Salesforce will be set to the Rally Display Name matching this Rally username.

11. Specify Rally Story Field Values

What: Specify the value of fields for Rally stories created from Salesforce

Why: 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 (RSM Setup "Allow Requirements" option is checked).

How: To specify which Salesforce fields or specific values to use to populate the Rally user story fields upon creation:

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

    • From Salesforce, navigate to Setup > App Setup > Create > Objects > RSM Setup
    • Scroll down to the Page Layouts section and click RSM Setup Layout,then click Edit
    • In the buttons section, double click on the Details Page Buttons
    • Select Rally Story Fields and click Add. Click OK, then click OK again to the confirmation dialog. 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.
    • Make sure 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. When done, 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 there is no typo, and that the value is anacceptable value for the selected Rally field.
  • When specifying a Default Value for Date field, specify the date in ISO (ISO8601) format: YYYY-MM-DD
  • When specifying a Default Value for 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 (ex: jim@abc.com). The Owner field for defects created from Salesforce will be set to the Rally Display Name matching this Rally username.

12. Add Labels, Mass Mail Views and Email Template

What: Add addition Release Labels, Mass Mail Views and Email Templates

Why: Rally Support Manager provides two Release Annoucement Labels ("Fixed" for defects fixed in a release and "Implemented" for stories implemented in a release) and Email Templates for closing the loop with customers regarding their cases.

How: To add additional Release Announcement Labels, Mass Mail Views and Email Templates

  1. Extend the Picklist for Release Notification Labels Setup >Customize > Cases > Fields
  2. Navigate to the Custom Field Annoucement Label and click the Announcement Label
  3. In the Section called picklist values, 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")

  7. You create a new Mass Mail Email Template by going to Setup > Admin Setup > Communication Templates > Email Templates.
  8. The installation process created a Rally Support Manager Email Templates folder that holds these Email Templates.

13. Display Development Status on Salesforce Self-Service Portal

What: Displaying Development Statusand Release Target in Salesforce Self-Service Portal

Why: 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.

How: To Make Development Status Visible on Salesforce Customer Portal

  1. While in the Salesforce Setup, under App Setup > Customize > Self-Service > Self-Service Portal > Settings.
  2. Under 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 drop it onto the Case Information section at the top
  5. Repeat step 4 for the Release Target field.
  6. Click Save

14. Display Customer Impact in Rally

What: Additional Rally Views

Why: 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.

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

  1. In Rally, navigate to the Quality > Defects tab or the Plan > User Stories tab
  2. Click the New view icon to the right of the pull 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. Under 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

15. Deploy Rally Support Manager

What: Deploy Rally Support Manager to all users

Why: After installing and configuring Rally Support Manager, you need to deploy the application to all users

How: Deploying Rally Support Manager

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

16. Uninstall Rally Support Manager

What: Uninstalling Rally Support Manager

Why: Rally Support Manager can be uninstalled from your Salesforce.comsubscription by following these steps:

  1. While inthe Salesforce Setup, under App Setup >Cases > 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 on 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 Delete icon for the "Search Rally" section
  8. Click Save
  9. You will see a warning page detailing all of the objects that will be uninstalled. Check "Yes, I want to uninstall this package and permanently delete all associated items" and press the uninstall button.
  10. The uninstall process is complete.
  11. You can download data you've entered into a zipped CSV file by selecting the Download option under Data from Uninstalled Applications

17. Known Issues and Workarounds

Error: "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:Make sure you completed the steps in the "Configure your Rally subscription" section of this guide. Also, make sure that the RSM Setup user has Viewer permissions in Rally to all projects where defects associated with cases may reside.

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Associating an existing Rally defect or requirement does not work

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

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"Error Creating defect/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. Make sure fields that are required in Rally are populated from Salesforce fields or a default value in the RSM Setup Rally Defect Fields screen.

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Nothing happen when creating a defect or a requirement (you may see an "Error: uncaught exception" message in your brows ererror 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. Scroll down to the Case Custom Fields & Relationships section and for the following fields, click the field label, and click Set Field-level Security. Select Visible for all profiles using Rally Support Manager: Announcement Label, Development Status, Rally_Artifact_Ref, Rally Association, Release Announcement,and Release Target

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Case insensitive keyword searches

Workaround: None. Keyword searches are case sensitive

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"Unresponsive script" message

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

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"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

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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

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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 listens to one RSM Setup object (the one with the lowest ID number - ex RS0000 over RS0001). Deleting RS0000 fixes the issue.

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When creating a defect/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: Occurs when the Salesforce Field selected by the Salesforce administrator in the RSM Setup "Rally Defect Fields" / "Rally StoryFields" screen has picklist values that do not match the Rally standard field list of allowed values.

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

Workaround: Occurs when the Salesforce case (from which the defect/story is created) has an empty value in its field selected to bemapped to the Rally Name field. This mapping is performed by the Salesforce administrator in the RSM Setup "Rally Defect Fields" / "Rally Story Fields" screen.

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When creating a defect/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: Occurs when the Salesforce case field mapped to the Rally Name field contains more than the 255 allowed characters.

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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 case layout
  3. Save changes

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18. Frequently Asked Questions / Troubleshooting

  1. We are considering using a custom object related to the case object for escalating to Dev 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, I'd 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, however, 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 don't use triggers or classes in the integration. Similar to the question above, I'd refer you 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. Please 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. I believe the answer is yes provided the customer's Salesforce.com setup is configured to support such a delegation.

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Enable the ability to create user stories from cases

  1. Click the RSM Setup tab and open your RS000X setup.
  2. If you don’t 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):
    • From Setup > App Setup > Create > Objects, click RSM Setup.
    • In the Page Layouts section, click Edit by the Rally Setup Layout.
    • In the RSM Setup Layout section, click Buttons.
    • Locate the “Rally Story Fields” button, drag and drop it onto the Custom Buttons placeholder
    • Click Save
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Feedback

Please send us your feedback regarding our help site. For feedback regarding the Rally product, click here to open a support case or click here to submit a new feature request
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