Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Embedding Self Service components

Note

The configurations on this page are supported in Self Service 2.0. The embedded components are also supported in Self Service 3.0 but the request page will be displayed in Self Service 2.0 user interface. However, if you upgrade to BMC Remedyforce Winter 17, 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

BMC Remedyforce enables you to embed the Self Service components in Visualforce pages. For example, on your Visualforce page, you want a section that displays the common service requests. Instead of creating a new component, you can use the Self Service Common Requests component with the required parameters in an iframe and embed it at a desired location. In this case, the section renders only a list of common service requests.

You can embed the following Self Service components:

  • New Ticket form
  • Service Request form
  • View Tickets and Requests list
  • Approvals list
  • Self Service Search
  • List view:
    • Common Service Requests
    • Common Ticket
    • Popular Self Help Articles

The following topics are provided:

Note

For the Salesforce Platform license users, before you use the URLs, you must update the Salesforce.com instance. For example, if the na12 Salesforce.com server hosts your Salesforce.com organization, replace <Salesforce.com-instance> with na12. For more information, see Considerations for Customer Portal license users and Salesforce Platform license users.

Sample URLs for embedding Self Service components

The following table lists sample URLs for components based on license type.

ComponentSample URL
 Platform license usersPortal license users
New Ticket formhttps: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=incform
<Self Service Site URL>/apex/
BMCServiceDesk__SSRedirect?
component=incform

Service Request form

Note: If the Enable preview of service request
check box is selected
(Remedyforce Administration>
Configure Self Service>Service request
),
the preview of service request is displayed first.

https: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=srform&id=
<Request Definition ID>

Note: You can get the ID of a request definition on the Remedyforce Administration > Configure Application > Request Definitions page in the Self Service Link field.

For example, in the link https://login.salesforce.com?startURL=/apex/bmcsdf__ssredirect?type=sr%26id=a3e280000008wLbAAI, the id is a3e280000008wLbAAI.


<Self Service Site URL>/apex/
BMCServiceDesk__SSRedirect?
component=srform&id=<Request Definition ID>

Note: You can get the ID of a request definition on the Remedyforce Administration > Configure Application > Request Definitions page in the Self Service Link field.

For example, in the link https://login.salesforce.com?startURL=/apex/bmcsdf__ssredirect?type=sr%26id=a3e280000008wLbAAI, the id is a3e280000008wLbAAI.


View Tickets and Requests listhttps: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=incsrlist
<Self Service Site URL>/apex/
BMCServiceDesk__SSRedirect?
component=incsrlist
Approvals listhttps: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=approval
NA
Self Service Search

https: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=
search&id=KA,SR,INC

<Self Service Site URL>/apex/
BMCServiceDesk__SSRedirect?
component=search&id=KA,SR,INC

List views You can embed the following list views:

  • Popular Self Help Articles (KA)
  • Common Service Requests (SR)
  • Common Tickets (INC)
  • Search bar (SE)

Note: The Search bar (SE) searches the components that are added in the URL.

For example, if you have added Common Tickets and Search, when the user searches only results from common tickets are displayed in a new tab.

https: //BMCServiceDesk.
<Salesforce.com-instance>
.visual.force.com/
apex/BMCServiceDesk__
SSRedirect?component=
listview&id=KA,SR,INC,SE

Note: As per your requirement, you can specify single or multiple components in the list view. You can use a comma as a separator for multiple list views.

<Self Service Site URL>/apex/
BMCServiceDesk__SSRedirect?
component=listview&id=KA,SR,INC,SE

Note: As per your requirement, you can specify single or multiple components in the list view. You can use a comma as a separator for multiple list views.

To embed Self Service components to create a Visualforce page

You can embed Self Service components on a Visualforce page on the Salesforce.com portal.

  1. Navigate to Setup > Develop > Pages > New.
  2. In the Visual Markup text field, add an iframe on the Visual force page and set the source of the iframe as the URL of the component that you want to display on your customized page.

    For example, to add a list of common service requests to your page, add the following string on your page:

    <iframe src="https: //BMCServiceDesk.cs5.visual.force.com/apex/BMCServiceDesk__ssredirect?component=listview&id=SR" style="width: 95%; height: 500px"></iframe> </td> 

    Note

    To enable clients to see the customized page, you must provide them with access to the page.

  3. (Optional) To add multiple components to the same page, add multiple URLs with appropriate styling.

    For example, to display a custom page with Popular Self Help Articles in one column and Common Service Requests in another column, you must enter the following string in the Visualforce Markup field:

    <iframe src="https: //BMCServiceDesk.cs5.visual.force.com/apex/BMCServiceDesk__ssredirect?component=listview&id=KA" style="width: 50%; height: 50%"></iframe> </td>

    <iframe src="https: //BMCServiceDesk.cs5.visual.force.com/apex/BMCServiceDesk__ssredirect?component=listview&id=SR" style="width: 50%; height: 50%"></iframe> </td>

     
  4. To preview your custom page, click Preview.
    The following figure shows how the custom page is displayed:

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