Configuring 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 in the Remedyforce Console. For creating and configuring request definitions, see Creating and configuring an SRD.
Additional settings to configure the behavior of service requests in Self Service are provided on the Service Requests tab under Remedyforce Administration > Configure Self Service.
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.
General settings
The following table explains the general settings that control the behavior of a service request in Self Service:
Setting | Description |
---|---|
Display service request definitions and incident templates together | Select this check box if you have well-defined incident templates and service request definitions in your organization. Even after you enable this setting, the Request a Service tab continues to show only the service request definitions. |
Enable service requests to be saved as drafts (This setting is visible only for Self Service 3.0 users) | Select this check box to allow clients to save their service requests as drafts. Once enabled, clients can access drafts to edit or submit a service request. Note: If you enable this setting, it is recommended not to keep the required fields at the object level. If you keep required fields at the object level, users are forced to provide values for such fields even while saving drafts. Keep fields required at the fieldset level in the Request Detail template. |
Enable My Cart (This setting is visible only for Self Service 2.0 users) | If you enable My Cart, clients can keep adding service requests to their cart and submit multiple service requests together. The Save to Cart and Add to Cart buttons are displayed when clients are submitting or previewing a service request. Enabling my cart also enables clients to update multiple service requests at the same time. This setting is not applicable to Self Service 3.0. Notes:
|
Enable editing of submitted service requests | If a service request is pending for approval, then clients cannot edit the request. Clients can edit the request under any of the following conditions:
By default, when a client edits a submitted service request, the incident template used in the service request definition is not applied to the service request. However, if you want to apply the incident template again to the edited service request, create the AllowReapplyingTemplateValuesonEdit custom setting and set its value as True. For more information, see Managing custom settings. |
On the Service Requests tab, when users select a category in the category tree:
| If you have large number of request definitions for each category, to make it easier for clients, select Show request definitions of the selected category. However, if you want clients to navigate less through each category, you can show request definitions of child categories with the parent category by selecting Show request definitions of the selected category and its child categories. Only those categories for which request definitions are created and are enabled for Self Service are shown on the Self Service > Request a Service tab. |
Card height for SRD preview having Rich Text Description | You can set the height of the card to show the description on the Categories and search results pages. The height can vary from 50 to 500 pixels. |
Incident Field Set to show additional fields on the Service Request details page | After submitting a service request, clients do not get more information about the progress or resolution. To show more information about the service request, perform the following actions:
The information entered in this field is shown in Self Service as read only in the <Field set name> section on the Service Request details page. When a client edits a record, these fields are not displayed. |
Self Service mobile
The following table explains the mobile setting that controls the service request behavior in Self Service:
Setting | Description |
---|---|
Enable preview of service requests | Select the check box to show more information about a request definition to clients, such as description, images, price, and quantity. Such information helps clients decide which request definition best suites their purpose. This setting is not applicable to Self Service 3.0. However, the Rich Text Format (RTF) description field is displayed to show description of service requests. To display the RTF description in the search results, see Displaying RTF field description in service requests search. |
Layout settings for Self Service 3.0
The following table explains the layout settings that control the fields and their alignment displayed on a service request form in Self Service:
Setting | Description |
---|---|
Select Column Layout |
Notes:
|
Display fields from "Service Request Right Panel" and "Service Request Left Panel" fieldsets instead of "Request Details Self Service 3.0" fieldset |
|
Enable relative ordering of fields |
For more information, see Fields displayed on a service request form in a two column layout. |
Fields displayed on a service request form in a two column layout
Based on the fieldset and the check boxes that you select, the following fields are rendered on a service request form:
- SRD fields are rendered in a two column layout in the Salesforce default Left-Right manner ().
Fields from the following fieldsets are rendered:
Display fields from "Service Request Right Panel" and "Service Request Left Panel" fieldsets instead of "Request Details Self Service 3.0" fieldset is selected?
Fields are displayed from the following fieldsets
Fields are rendered from the Service Request Right Panel and Service Request Right Panel fieldsets.
Fields from the Service Request Left Panel fieldset are rendered to the left column and fields from Service Request Right Panel fieldset are rendered to the right column of the service request form.Fields from the Request Details Self Service 3.0 fieldset are rendered in a two column layout in the Salesforce default Left-Right manner ().
Request inputs are rendered based on the following settings:
Enable relative ordering of fields check box is selected?
Display in second column check box is selected for one or more request inputs in an SRD?
Alignment of request inputs on a service request form
Request inputs are rendered in a single column.
Request inputs that have the Display in second column setting enabled are rendered to the right side of the form but are not aligned with their previous fields in the left column.
As hidden and conditionally rendered fields occupy the blank space on a service request form, their adjacent fields do not move up. See the following example:
Request inputs that have the Display in second column setting enabled are rendered to the right side of the form and are aligned with their previous fields in the left column.
If a picklist or a radio button contains values that render multiple fields, white space appears when you change the values. Dependent fields do not occupy the available space. See the following example:
Related topics
Settings for configuring Self Service
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