This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Configuring Self Service tiles

Note

The configurations on this page are supported in both Self Service 2.0 and 3.0. The following tiles are not supported. You can add custom tiles and reorder them with supported tiles:

  • Post to Chatter
  • Search your organization's Intranet
  • Contact Us

If you installed BMC Remedyforce Winter 17 (20.17.01) or later version, you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you upgrade to BMC Remedyforce Winter 17 or later version, you continue to get Self Service 2.0 in the Remedyforce Self Service tab and also get the option to upgrade to Self Service 3.0. 

You can configure and reorder the tiles that are displayed in Self Service. BMC Remedyforce provides out-of-the-box tiles for tasks such as submitting a ticket and requesting a service. However, you can also create tiles to provide access to your custom Visualforce pages or other web-based applications.

For example, to enable clients to reset passwords, you can create a custom tile that links to your web-based application. Also, if you support travel-related activities for multiple vendors, you can create a Travel tile and provide links to the websites of all the vendors.

You can create ten custom tiles, and for each tile, you can define up to ten links. To display custom tiles in Self Service, you must define at least one link for a tile.

When you install BMC Remedyforce Winter 17 or later versions, you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you upgrade to BMC Remedyforce Winter 17 or later versions, you get Self Service 2.0 in the Remedyforce Self Service tab and the option to upgrade to Self Service 3.0.

Considerations

Consider the following points when configuring or reordering custom tiles:

  • The View My Activity tile location in Self Service is fixed even if you can reorder the tile on the Tile Visibility and Order page.
  • The following tiles are not supported in Self Service 3.0: Post to Chatter, Search your organization's Intranet, and Contact Us.
  • You can create custom tiles and reorganize them with supported tiles. 

The following topics are provided:

To create custom tiles

You can create custom tiles to enable Self Service clients to easily access your custom Visualforce pages or other web-based applications. You can create up to ten custom tiles.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service arrow, and select Tile Visibility and Order.
  3. In the Self Service Tiles section, click Add New Custom Tile icon.
  4. (Optional) To hide the custom tile in Self Service, in the Visible column, clear the check box. By default, the check box is selected and the custom tile is displayed in Self Service.
  5. If the check box is selected in the Visible column, perform the following actions to add links for the custom tile:
    1. In the Custom Tile Links area, click .
    2. Enter the name and URL of the custom link.
    3. (Optional) In the Description field, enter the text that must be displayed as a tooltip in Self Service.
    4. To add more links, repeat step a to step c.
    5. To configure the display sequence of the links, select a link and click  or .

      Note

      To display a custom tile in Self Service, you must define at least one link for the tile. You can define up to ten links for each custom tile.

  6. (Optional) In the Order # column, change the order number for showing the custom tile in Self Service.
    By default, the next order number in the sequence is assigned to the custom tile. For example, if the last order number assigned to the existing tiles is 8 and you add a custom tile, the order number that is assigned by default to the new tile is 9.

    Note

    The order number for each tile must be unique. If you select an order number that is already assigned to another tile, the order number for that tile and the subsequent tiles in that sequence is increased by one. For example, if you have assigned order numbers 1 to 5 for your existing tiles, and you change the order number for the new custom tile to 4, the order number for the last two tiles in the existing sequence changes to 5 and 6.

  7. Click Save.

To create links for custom tiles

To display a custom tile in Self Service, you must add at least one link for the tile. You can create up to ten links for each custom tile. You can add links while you are creating a custom tile or add more links later for an existing custom tile.

Note

You cannot create links for out-of-the-box tiles such as Submit a Ticket and Contact Us.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service arrow, and select Tile Visibility and Order.
  3. Select the custom tile for which you want to add a link.
  4. In the Custom Tile Links area, click .
  5. Enter the name and URL of the custom link.
  6. (Optional) In the Description field, enter the text that you want to display as a tooltip in Self Service.
  7. To add more links, repeat step 4 to step 6.

    To display a custom tile in Self Service, you must add at least one link for the tile.

  8. To configure the display order of the links, select a link and click  or  .
  9. Click Save.

To configure visibility and display order of tiles

You can configure the out-of-the-box and custom tiles that are displayed in Self Service and the order in which these tiles are displayed. Tile visibility also depends on feature enablement and user license. For example, the Post to Chatter and Manage Approvals tiles are not visible to users with a Customer Portal Manager license.

Note

To display a custom tile in Self Service, you must add at least one link for the tile.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
  3. To display a tile in Self Service, in the Visible column, select the check boxes for the required tiles.

    Note

    The Common Tickets tile is visible only in Self Service on Salesforce1 Mobile App (Self Service mobile app). For information about the other tiles that are supported for the Self Service mobile app, see Configuring settings for Self Service on Salesforce1 Mobile App.

  4. In the Order # column, select the display order number.
    Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles.

  5. In the Direct Link column, click .
    You can embed the direct links on your intranet or send it by using an email message. For more information about using the direct links, see Providing direct links for Self Service components.

    Note

    You can embed direct links only for out-of-the-box Self Service tiles.

  6. Click .
  7. In the confirmation dialog box, click OK.

To display tiles based on accounts, profiles, and permission sets

On the Tile Visibility and Order pageyou can see the Entitlement column, that includes the entitlement link for the respective tile. With the implementation of the Entitlement feature, Managed Service Providers or Service Desk Managers can have a different Home page for different accounts or they can deploy specific services to a specific segment of the client base.

Note

Tile entitlement based on accounts, profiles, and permission sets is not applicable for Self Service 2.0.


The following image displays the Tile Visibility and Order page with the Entitlement column.

As an administrator, you can configure the entitlement for different tiles based on users of specific accounts and to specific profiles or permission sets for the users in those specific accounts. To configure entitlement when clients have accounts assigned to them, perform the following actions:

  1. On the Tile Visibility and Order page, in the Entitlement column, click theicon for the required tile. 
    The Entitlement window is displayed with the default values Everyone and All Users.

    The following image displays the Entitlement window.
  2. To change the default values, select Selected Accounts from the Show tile to section. 

  3. Add accounts from the list of Available Accounts. (Only active accounts will be available.) 

  4. From the Within Everyone or Selected Accounts, show tile to list, select Users of selected profiles or Users of selected permission sets based on your preference.
  5. Add the profiles or permission sets from the list. (A maximum of 1000 profiles or permission sets will be listed.)
  6. Click Save.
  7. Click Save on the Tile Visibility and Order page.

Notes

  • Whenever you add large number of accounts, it is recommended to not use the Internet Explorer browser to avoid performance issues.
  • If you want to see only Remedyforce accounts in the list, enable the setting In accounts lists, display Remedyforce accounts by default from Remedyforce Administration > Application Settings > General Application Settings.
  • You can add or remove 9990 accounts at once.
  • Irrespective of the entitlement configured, if you do not select the Visible checkbox for the tile, it will not be visible to the client.

Considerations:

There are few Self Service clients who do not have accounts. In that case, the entitlement will be based on the setting Restrict entitlement for users who do not have a linked account. For more information about this setting, see General settings for Remedyforce. With respect to this setting, the entitlement will be as follows:

  • If you are upgrading from any version earlier than 20.19.02 (Summer 19), the setting Restrict entitlement for users who do not have a linked account will be available for configuration. It will be unchecked by default.
  • When the Restrict entitlement for users who do not have a linked account setting is not enabled, the tile visibility will be as follows :
    • If Show tile to is set to Everyone, the tile will be visible to everyone.
    • If Show tile to is set to Selected Accounts, then among the selected accounts the tile will be visible to users with linked accounts and users without linked accounts.

  • When the Restrict entitlement for users who do not have a linked account is enabled, the tile visibility will be as follows :
    • If Show tile to is set to Everyone, the tile will be visible to everyone.
    • If Show tile to is set to Selected Accounts, then among the selected accounts the tile will be visible to the users with linked accounts. However, the tile will not be visible to users without linked accounts.

To delete custom tiles

You can delete custom tiles that are no longer required. When you delete a custom tile, the links associated with that tile are also deleted.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
  3. From the list of tiles, select the custom tile that you want to delete.
  4. To delete the selected tile, click .
  5. To save your changes, and click .

Configuring settings for View My Assets

Self Service enables clients to view and submit tickets for the configuration items (CIs) or assets assigned to them. They can also view and filter related tickets for a CI or an asset. 

Prerequisites

Configure Salesforce1 - BaseElement Details (in the Base Element object) field set for CIs and assets detail list view.

Note

Only four fields are displayed on the form and the remaining fields are displayed by clicking the show details link on the form.

Also, if any of the four fields are blank, that field will not be displayed.

For more information, see Configuring field sets for list views and forms.

To configure CIs and Assets view in Self Service 3.0, perform the following steps:

  1. Navigate to Remedyforce Administration > Configure Self Service > Tiles Visibility and Order.
  2. Enable the View My Assets check box.

The following table provides information about the configuration items (CIs) or assets list displayed.

GoalDetails
Enable clients to see a list of their CIs and assets

Clients can view only those CIs or assets that are assigned to them in one of the following ways:

  • Client name in the Primary Client field of a CI or an asset.

    Note

    You must not enter the client name in the Account field of a CI or an asset.

  • CI or asset on the Remedyforce CMDB tab and on the Details tab of the Instance Editor (by selecting client name on the Clients tab).
  • CI or asset in the Services, CIs, and Assets tab of the Supporting Information on the Client form.

A maximum of 10,000 CIs or assets with pagination are shown at a time in the list view.

Considerations

None

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