Configuring settings for Self Service on Salesforce1 Mobile App

You can enable clients to filter tickets and service requests based on the following states: 

• All
• Open
• Closed

To display these filter options, you must select the State or State and Status option for the Enable filtering of Tickets and Requests by setting (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Configuring settings for incidents raised by clients.

The list view of submitted incidents and service requests displays records in batches of 50 up to a maximum of 200 records.

Considerations

None

The SF1 – Self Service View Tickets field set in the Incidents object controls the fields that are displayed in the list view of submitted tickets and service requests. For more information, see Configuring field sets for list views and forms.

Considerations

• Number and Status are static fields in the list view and cannot be removed.
• Only the first five fields in the  SF1 – Self Service View Tickets field set in the Incidents object are displayed.
• The Type field makes it easier for clients to identify if a record in the list view is a ticket or a service request. Therefore, BMC recommends that you retain the Type field among the first five fields.
• The Text Area (Rich) type field is not supported in the list view.

By default, clients can view records created by other users.

To restrict clients from viewing records created by other users, hide the View > Others option by updating the value of the propShowOthersIncident_in_SelfService custom setting to False (Remedyforce Administration > Application Settings > Custom Settings).

For more information, see Restricting record viewing permissions.

Considerations

Clients can view the following records of other users:

• Records submitted by a client on behalf of other users
• Records submitted by other users depending on the system administrator’s configuration settings, such as role hierarchy and sharing rules.
  For more information, see Segregating users and configuration data.

If you have created and assigned custom ticket layouts to different profiles, the field sets that are selected for each custom ticket layout control the fields that are displayed on the Ticket form. For more information, see Managing custom layouts for the Ticket form.

Otherwise, configure fields on the Ticket form by updating the Self Service-Ticket Layout field set in the Incidents object. For more information, see Configuring field sets for list views and forms.

Considerations

• Dependent Picklist and Text Area (Rich) type fields are not supported.
• Only the first 20 fields in the Self Service-Ticket Layout field set are displayed.
• If multiple field sets are selected for a custom ticket layout, only the first 20 fields across all the field sets are displayed. The fields are selected based on the order of the field sets in the custom ticket layout.
  For example, say that Field Set - 1 and Field Set - 2 are defined in that order for a custom ticket layout. If Field Set - 1 has 25 fields and Field Set - 2 has 5 fields, only the first 20 fields from Field Set - 1 are displayed on the Ticket form.
• Lookup fields display records in batches of 50.
• Lookup filters are not supported in Self Service on Salesforce1 Mobile App.

For information about creating SRDs, see Managing service request definitions.

To display the Attachment icon for service requests, select the Attachment check box on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions). 

Considerations

• Input fields of the Text Area (Rich) type are not supported.
• Header Section input fields are always displayed as Bar separators on the Request form. The None and Line separators in Header Section input fields are also displayed as Bar separators.
• If the Conditional check box is selected for an Input field, any conditions defined on a Text Area (Rich) or Hidden field are evaluated as FALSE.
• Lookup fields display records in batches of 50.

To gather the same set of information for all service requests, you can add fields to the out-of-the-box Salesforce1 - Service Request Panel field set in the Request Details object. For more information, see Configuring field sets for list views and forms.

This field set is specific to the Self Service mobile app.

Considerations

• Text Area (Rich) type fields are not supported.
• Lookup filters are not supported in Self Service on Salesforce1 Mobile App.

To show additional information about service requests, you can configure a field set for the Request form. Clients cannot modify fields in this field set.

Select the appropriate field set in the Incident Field Set to show additional fields on the Service Request details page field (Remedyforce Administration > Configure Self Service > Service Requests).

For more information, see Settings for service requests in Self Service.

Considerations

• The 2 columns option in the Service Request Field Set Layout field is not supported on the Request form. Fields from this field set are always displayed one below the other on the Request form.
• Lookup filters are not supported in Self Service on Salesforce1 Mobile App.

You can enable clients to edit open service requests by selecting the Enable editing of submitted service requests check box (Remedyforce Administration > Configure Self Service > Service Requests).

For more information, see Settings for service requests in Self Service.

Considerations

• The Edit option in the actions menu () is unavailable (appears dimmed) if any of the following conditions is met:
  • The client's profile or permission set does not have the Edit permission on the Incidents object.
  • The corresponding SRD is inactive.
  • The Fulfillment process for a service request has started (change requests or tasks have been created).
  • The approvals for a service request are pending or all approvals are not rejected.
• Clients cannot edit Text Area (Rich) type fields because they are not supported.

You can enable clients to submit tickets or service requests on behalf of other users by selecting the appropriate option for the Submit Tickets/Requests On Behalf Of setting (Remedyforce Administration > Configure Self Service > General Self Service Settings).

You can define users on behalf of whom clients can submit tickets or service requests:

• All users in the organization
• Users who are below in the role hierarchy
• Users who belong to the same account

For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings.

Considerations

None

Clients can add notes to open tickets and service requests only if the Allow clients to add notes to their incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Settings for incidents submitted by clients.

Considerations

None  

• By default, clients can add attachments to open tickets from the Activity Timeline and New Ticket pages.
• Clients can add attachments to open service requests (from the Activity Timeline or New Request pages) only if the Attachments check box is selected for the corresponding SRD.
• Consider the following points if the Make Attachment Required in Self Service check box is selected in an SRD:
  • To create a service request based on this SRD, clients must add at least one attachment.
  • Clients cannot delete all attachments to the service request. At least one attachment must be retained.

The Attachments and Make Attachment Required in Self Service check boxes are available in the Provide Information section on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions).

For more information, see Creating and configuring an SRD.

Considerations

• Clients can delete only the attachments they have added. 
• Each file that you upload must not exceed 5 MB on an iOS mobile device or 2 GB on an Android mobile device.

Clients can reopen tickets and service requests only if the Allow clients to reopen incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Settings for incidents submitted by clients.

Considerations

If clients reopen tickets or service requests, linked closed tasks are not reopened.

Clients can copy tickets and service requests only if the Allow clients to copy incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Settings for incidents submitted by clients.

Considerations

• If clients copy tickets or service requests, linked tasks are not cloned and linked to the new ticket or service request.
• Although the Text Area (Rich) type fields in tickets or service requests are not displayed on the form, their data is copied to the new ticket or service request.
• The Copy option in the actions menu () is unavailable (appears dimmed) for a service request if the corresponding SRD is inactive.

• Clients can close tickets and service requests only if the Allow clients to close incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents). Clients must populate the Resolution field before closing tickets if the Incident resolution is required setting is also selected.
  
  For more information, see Settings for incidents submitted by clients.
  
• Clients cannot close tickets or service requests that have linked open tasks if the Incidents check box is selected for the Closing Records with Linked Open Tasks setting (Remedyforce Administration > Application Settings > General Application Settings).
  
  For more information, see General settings for Remedyforce.

Considerations

If the Resolution field is already populated in a ticket, clients cannot update the resolution while closing the ticket.

From the Activity Timeline or Details page of tickets and service requests, clients can use the actions menu () to reopen, close, or copy tickets and service requests.

Clients can perform these actions on tickets and service requests to which they have the required access.

To display the actions menu (), you must enable at least one of the options (Reopen, Close, or Copy) for tickets and service requests.

Considerations

• If a client's profile or permission set does not have the following permissions on the Incidents object, some options in the actions menu () are unavailable (appear dimmed):
  • Create permission: The Copy option is unavailable.
  • Edit permission: The Reopen and Close options are unavailable.
• The Copy and Edit options in the actions menu () are unavailable (appear dimmed) for a service request if the corresponding SRD is inactive.