Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Using Self Service 3.0

In the BMC Remedyforce 20.17.01 release, the Self Service 3.0 application is generally available. Self Service 3.0 has a more intuitive UI and helps clients to quickly find the information they need. The application helps in increasing self-service adoption and in reducing support costs.

Supported features

The following features are supported in Self Service 3.0:

  • Submitting tickets
  • Requesting services
  • Viewing your submitted tickets and requests
  • Viewing self help articles
  • Viewing service health
  • Viewing assets
  • Viewing broadcasts
  • Approving records
  • Chatting with support agents (staff members)

Note

Some features of Self Service 2.0 are not available in Self Service 3.0. For more information, see Upgrading to Self Service 3.0

Using Self Service 3.0

You can access Self Service 3.0 by using the Remedyforce Self Service tab or by using the URL shared by your IT department. The following figure shows the Home page of Self Service 3.0.

Videos

The following videos show Self Service 3.0 features.

TitleDescriptionVideo
Submit a ticketThis video guides you through submitting a ticket in the Self Service application.

https://youtu.be/DY7QLsjtK4U

Request a service

This video guides you through submitting a service request through the Self Service application. The video also shows how to view additional information for a value in the lookup fields while submitting a service request.

https://youtu.be/qiBXGOY8ti8

View my assetsThis video guides you through submitting tickets for the assigned configuration items (CIs) or assets and also viewing tickets related to a CI or asset.

https://youtu.be/wpQENdSqkFg

View in my activityThis video guides you through viewing tickets submitted by you or other users and customizing the profile page.

https://youtu.be/Mes3K9_3Qqw

Viewing Smart SuggestionsThis video guides you through using Smart Suggestions while submitting a ticket.

https://youtu.be/nA0p4xs11LY

Exporting recordsThis video guides you through exporting records from View in My Activity.

https://youtu.be/S-odFeuRdyI

Searching through SuperboxThis video guides you through carrying out search using Superbox.

https://youtu.be/o3pl7IN_JNA

Related topics

Configuring Self Service

Upgrading to Self Service 3.0

Editing the profile information

FAQs for Smart Suggestions, View in My Activity, and Superbox

Configuring settings for CIs and assets view


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