Salesforce Form Space Offline Issue

This article explains the issue where the Salesforce Form Space offline.htm page fails to load in Journey Manager (JM) versions 21.11 and 22.04, and provides the cause and respective resolutions for Cloud-hosted and On-Premises clients.

Applicable To

• Product/Service: Journey Manager (JM)
• Module/Component: Salesforce Form Space
• Versions: 21.11, 22.04

Prerequisites

• Administrative access to JM server (for on-premises clients).
• Access to Salesforce WAR file.
• Basic knowledge of WAR file deployment.

Problem

After upgrading to JM 21.11 or 22.04, the Salesforce Form Space page offline.htm is not working and throws the error 'ApplicationException: com.avoka.fc.portal.render.ErrorPageRender: Page template could not be found'.

When accessing the offline page, continuous error logs are generated until the page is closed.

Cause

This issue is a product bug in JM versions 21.11 and 22.04, where the file border-template-np.html is missing in the Salesforce Form Space WAR package, leading to a missing page template error.

Resolution

If you want to apply the fix within the same JM versions (21.11 or 22.04), please follow the steps below. Otherwise, you can resolve the issue by upgrading to a higher version.

Cloud Clients

For Cloud-hosted environments, this fix must be applied by the Temenos Cloud Operations team. Please raise a Temenos Support Ticket to report this issue and request the fix deployment.

On-Premises Clients

For On-Premises clients, you can manually fix this issue by updating the Salesforce Form Space WAR file.

Steps

1. Open the Salesforce WAR file using an archive utility (e.g., 7-Zip).
   

   - File path: WEB-INF/classes/db-config1.xml.

2. Add the missing dependency for border-template-np.html in the db-config1.xml file.
   
3. Repackage and deploy the updated Salesforce WAR file into the JM server. Note: Do not deploy the WAR file through the JM UI, as it will not deploy correctly.
4. Restart the JM service after deployment.

Verification

Access the Salesforce Form Space page again and confirm that the offline.htm page loads correctly without generating continuous error logs.