General settings for Self Service
The settings that are applicable to Self Service for all the users are provided on the Remedyforce Administration > Configure Self Service > General Self Service Settings page.
The following table describes the configuration settings that are provided on the page:
|Knowledge articles have precedence over service requests in the layout|
Select this check box to enable clients to view knowledge articles before Incident templates and service request definitions in Self Service.
Note: In Self Service, the knowledge articles are sorted based on the count in the Used in Self Service # and Viewed in Self Service # fields of the knowledge articles. The Viewed in Self Service # count increments by 1 each time Self Service users view a knowledge article. The Used in Self Service # count increments by 1 each time Self Service users submit feedback that the article has met their needs. The count of the Used in Self Service # field has higher weightage than the Viewed in Self Service # field.
|Display knowledge articles segregated by categories|
Select this check box to display the knowledge articles under the respective categories. You can sort the list based on the title of the articles.
For more information, see Displaying knowledge articles segregated by categories.
|Show suggested knowledge articles and service requests based on client's services|
For more information, see Displaying suggested knowledge articles and service requests in Self Service.
|Show linked tasks with submitted records|
Select this check box to show the tasks linked to a ticket or service request in Self Service. Linked tasks will be shown in the Files section of a record. Linked tasks will also be shown in the list view on the Tickets and Requests page when a user selects a record.
You can configure the Task fields whose data is displayed in Self Service. By default, fields available in the Column Headers field set are shown. To select another field set, use the Field set to show columns in the Task tab on the Tickets and Service Requests pages list.
For the tasks that you want to show in Self Service, select the Display in Self Service field. By default, this field is not shown on the Task details page on the Remedyforce Console tab. You must make the field available in the Console - Task Details field set.
|Site URL of Self Service|
The Self Service website URL is used when performing following actions:
Note: To provide direct links to components, ensure that you enter the URL of the Self Service website in this field. For more information, see Providing direct links for Self Service components.
In Self Service 3.0, the search text entered in a lookup field is matched only in the Name field of records of all objects except for the User object. For the User object, the search text is matched in the First Name, Last Name, Full Name, and Username fields of all records.
Manage Approvals (All the settings under Manage Approvals will be available only while configuring self service 3.0)
|Show approvals for only Remedyforce objects|
Select this option to display the pending approvals of only the Remedyforce objects (Incident, Service Request, Task, Broadcast, Release, Problem, Base Element, and Knowledge Article) in the Pending Approvals section.
If this setting is unchecked, the clients will see objects from Salesforce applications, applications from other vendors, or any other custom applications.
|Show approval history||Select this option to make the approval history available to the clients.|
|Enable record access from approval list|
Select this option to enable the clients to see the parent record details, attachments, and notes for the records in the Pending Approvals section.
|Submit Tickets/Requests On Behalf Of|
This setting is applicable to users of Salesforce Platform only. Based on this setting, you configure on whose behalf your users should be able to submit tickets or requests. The following options are provided:
In addition, you must consider some important points before selecting an option. For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings.
Tickets or requests shown to clients in Self Service are not configured by this setting. For more information, see Rules for record display in Self Service.
Remedyforce Chat settings
You must also perform additional steps to enable Remedyforce Chat for clients and staff member. For more information, see Configuring BMC Remedyforce Chat.
|Status values that are actionable for clients||You can select Status values of tickets or service requests that are highlighted in Self Service. For each record that have one of the selected Status values, a flag is displayed to highlight that there is an action required by client.|
Considerations for Submit Tickets/Requests On Behalf Of settings
The Submit Ticket/Requests On Behalf Of feature enables Salesforce Platform license users to submit tickets and requests on behalf of users that are above them in the role hierarchy. It also enables users to submit tickets and requests on behalf of users that are linked to the same Self Service account.
Note the following important points about the Submit Tickets/Requests On Behalf Of settings:
- These settings are applicable for Salesforce Platform license users only. Users with Customer Portal license can only submit tickets or requests on behalf of clients who are lower than them in the role hierarchy.
- If none of the check boxes are selected, the On Behalf Of lookup field is not displayed in Self Service.
- Users listed in the On Behalf Of lookup field options depend on the organization-wide default (Setup > Security Controls > Sharing Settings) access for the
- Users with any of the following license types cannot submit a ticket or a request on behalf of other users:
- Chatter Free
- Chatter External
- Authenticated Website
- High Volume Customer Portal
- Overage Authenticated Website
- Overage High Volume Customer Portal
- Community Plus User
- Partner Community User
- In Self Service 3.0, if a user has an edit access to the record and the Submit Tickets/Requests On Behalf Of setting is enabled, then the user can modify the On Behalf Of lookup field.
- In Self Service, if the logged in user is linked to an account that has users with following licenses, both types of license users are displayed in the On Behalf Of lookup field.
- Customer Portal
- Salesforce Platform
Rules for record display in Self Service
On the Tickets and Request tab, in the Self list, Clients can see the tickets and requests that they have raised. The records that you submit on behalf of other clients are shown in the Others list.
In addition to the records that clients submit on behalf of other clients, more records are displayed in the Others list. The records that clients see in the Others list depends upon role hierarchy. The following records are shown to clients in the Others list based on role hierarchy:
|Records shown in the Others list||Role hierarchy|
Records submitted by a client on behalf of other clients (even above in the role hierarchy)
Records submitted by clients below in the role hierarchy
|Records submitted by clients on behalf of other clients||Not configured|
While configuring role hierarchy, if you have configured sharing rules to show or hide records of other users, the sharing rules are applied in the Others list.
Clients can edit all records shown in the Others list. If a client submitted a record on behalf of another client, only the submitter and the client for whom the record was submitted can edit the record. However, only the submitter of the record can edit value of the On Behalf of field.
You can restrict showing of the Others list. For more information, see Restricting record viewing permissions.