Settings for service requests in Self Service

To enable clients to submit service requests, you must configure request definitions that act as templates to submit a service request in Self Service or the Remedyforce Console. For creating and configuring request definitions see Creating-and-configuring-an-SRD. Additional settings to configure behavior of service requests in Self Service are provided on the Remedyforce Administration > Configure Self Service > Service Requests page.

Note

All the settings on this page are supported in Self Service 2.0. However, few of these are not supported in Self Service 3.0. For all the settings that are not supported in Self Service 3.0, it is mentioned in the Description column of the table shown in this topic.

If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 on the Remedyforce Self Service tab. However, if you have upgraded to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 on the Remedyforce Self Service tab and you also get the option to upgrade to Self Service 3.0.

The following table explains the settings that control service request behavior in Self Service:

Displaying rich text description for service requests in search results

To display the Rich Text Format (RTF) description for service requests in search results, add the Description field of type Text Area (Rich) to the Self Service: Service Request Details fieldset of Request Definition object. Note that fieldset related configurations are not supported in Lightning Experience. To make fieldset related configurations, you must switch to the Classic view.

To add fields to the fieldset

Click the Remedyforce Administration tab.
On the Home page, click the Manage Objects > Create and Edit Objects.
In the Object field, click All Custom Objects.
On the Custom Objects page, search for Request Definition object and click it.
Go to the Field Sets section and click Edit for Self Service: Service Request Detail.
Select and drag the Description field of type Text Area (Rich) from the object palette and drop it to the In the Field Set list. You can also add the Description field for the plain text, but priority is given to the rich text field if it contains a value.
Click Save.

Rendering of fields in the Service Request form

The Service Request form is rendered as follows based on the column layouts and different fields in those layouts.

Service Request form with 1 column layout

Long SRD 1 new.png

Service Request form with 2 column layout

Long SRD new.png

Based on the layout type and fieldset you select, the fields in the Service Request form are rendered as described in the following table:

Selected layout	SRD fields	Fields rendered from "Request Details Self Service 3.0” Request Detail object fieldset	Fields rendered from "Service Request Left Panel" and "Service Request Right Panel" Request Detail object fieldset	SRD Input fields
1 Column	These fields will be rendered in one column layout on the form.	These fields will be rendered in one column layout on the form.	These fields will be rendered in one column layout on the form.	These fields will be rendered in one column layout on the form and will not honor the Display in second column setting.
2 Column	These fields will be rendered in a two column layout and in the Salesforce default Left-Right manner ().	These fields will be rendered in a two column layout and in the Salesforce default Left-Right manner ().	The fields from Service Request Left Panel fieldset will be rendered to the left column and the fields from Service Request Right Panel fieldset will be rendered to the right column of the form respectively.	The Input fields that have the Display in second column setting enabled will be rendered to the right column of the form, in the user pre-decided order. If the Display in second column setting is not enabled, these fields will be rendered to the left column of the form, in the user pre-decided order.