Configuring the Self Service site for clients

If your clients are added by using the Salesforce Platform license users, the following features work with the Self Service site:

• Incident feedback survey feature
• Branded login for Self Service
• Self Service guest users accessing Self Service login page

If your clients are added by using the Customer Portal Manager Standard or Customer Portal Manager Custom license, you must configure object permissions for Customer Portal license users. For more information, see To configure object permissions for Customer Portal license users.

To configure the Self Service site for clients

1. Based on whether you are on Salesforce Classic or Salesforce Lightning, perform the following action:
   • For Salesforce Classic, navigate to Setup > Build > Develop > Sites.
   • For Salesforce Lightning, navigate to Setup > User Interface > Sites and Domains > Sites.
     
2. In the Sites page, type the domain that you want to associate with Self Service.
3. Click Check Availability.
   If the domain is available, the following message appears:
   Success: The Force.com domain name "<domain>-force.com" is available.
    
4. Select the I have read and accepted the Force.com Sites Terms of Use check box.

5. Click Register My Force.com Domain.

   Note

   You cannot modify the domain name after you complete the registration process.

   
    

6. In the confirmation dialog box, click OK.
7. In the Sites (<domain name>) section, click New.
8. In the New Sites section, enter the following information:
   1. In the Site Label field, type SelfService.
   2. In the Site Name field, type SelfService.
   3. In the Site Description field, type BMC Remedyforce Self Service.
      By default, your name is populated in the Site Contact field.
   4. Select the Active check box.
   5. In the Active Site Home Page and Inactive Site Home Page fields, ensure that SSSiteLogin and InMaintenance are entered.
   6. In the Site Template field, type SiteTemplate.
   7. Select the Enable Feeds check box.
   8. Click Save. 
      
9. In the Site Visualforce Pages section of the Site Details SelfService page, click Edit. 
   

10. In the Available Visualforce Pages list, select the following Visualforce pages to make them accessible in Self Service:

    • BMCServiceDesk.FeedbackSurveyPage
    • BMCServiceDesk.FileDownloadPage
    • BMCServiceDesk.MobileAppIphoneApprovals
    • BMCServiceDesk.MobileAppIphoneKA
    • BMCServiceDesk.MobileAppIphoneRD
    • BMCServiceDesk.SSCategoryGroupingPage
    • BMCServiceDesk.SSChangePassword
    • BMCServiceDesk.SSFetchMobileConfig
    • BMCServiceDesk.SSForgotLoginInfo
    • BMCServiceDesk.SSMobileForgotPassword
    • BMCServiceDesk.SSMyCartWidgetPage
    • BMCServiceDesk.SSRequestDefPage
    • BMCServiceDesk.SSSearchPage
    • BMCServiceDesk.SSSearchPortletPage
    • BMCServiceDesk.SSSiteLogin
    • BMCServiceDesk.SSSiteRegister
    • BMCServiceDesk.SurveyPage

    • BMCServiceDesk.UnderConstruction

      Note

      Some of these Visualforce pages might be present in the Enabled Visualforce Pages list.

11. To move the selected Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list, click the right arrow.

12. Click Save.
13. In the Error Pages section of the Site Details SelfService page, click Page Assignment. 
    
14. Click the Authorization Required Page (401) lookup.
15. In the Lookup window, type SSSiteLogin, and click Go.
    
16. In the Name column, click SSSiteLogin. 
    
17. Click Save.
18. In the Site Detail section, click Public Access Settings.
19. In the Profile Detail section, click Edit. 
    
20. In the Custom Object Permissions section at the bottom of the Profile Edit: SelfService Profile page, select the Read check box for the following objects:
    • SelfService Images
    • SelfService Themes
      
      
21. In the Custom Object Permission section, select the Read, Create, Edit, and Delete check boxes for the Survey object.
22. Click Save.

23. Navigate to the required path: 
    For Salesforce Classic, go to Setup > Administer > Security Controls > Sharing Settings > Manage sharing settings
    For Salesforce Lightning, go to Setup > Settings > Security > Sharing Settings > Manage sharing settings

24. Select SelfService Theme and create a sharing rule as shown in the following image: 
    
    
25. Navigate to the required path: 
    For Salesforce Classic, go to Setup > Administer > Security Controls > Sharing Settings > Manage sharing settings
    For Salesforce Lightning, go to Setup > Settings > Security > Sharing Settings > Manage sharing settings
26. Select SelfService Image and create a sharing rule as shown in step 24 .
    

27. Change the owner of the default theme record (OOTB theme shipped with package) from Special User “BMC Helix Remedyforce” to any active internal user.
    Perform the following steps:

    1. Navigate to the SelfService Themes tab.
    2. Open the default theme record (OOTB theme shipped with package). If you are using Self Service 2.0, then the default theme name is BMC SelfService Theme. If you are using Self Service 3.0, then the default theme name is BMC Theme.
    3. Click the Change link next to the Owner > BMC Helix Remedyforce.
    4. Select any active internal user and save the changes.
       
       
       
28. On the Profile Self Service Profile page, in the Field-Level Security section, click View for Survey. 
29. On the Survey Field-Level Security for profile SelfService Profile page, click Edit.
30. For the following fields, select the Visible check box.
    • ServiceDesk Performance
    • Response Timeliness
    • Staff Effectiveness
    • Satisfaction
    • Comments
31. Click Save.
32. In the Profile Detail section, click View Users.
    The single account of Site Guest User Self Service appears.
33. Click the Site Guest User Self Service account.
34. In the Managed Packages section, click Assign Licenses.
35. Select  BMC Helix Remedyforce and assign a license to this account.
    When you assign a license, the Self Service Site becomes available for your Self Service clients to use.
36. Navigate to the required path: 
    For Salesforce Classic, go to Setup > Manage Users > Queues.
    For Salesforce Lightning, go to Setup > Users > Queues.
37. Click New.
    
    
38. In the Queue Name field, type a name for the queue.
    For example, type Self Service.
39. (Optional) In the Queue Email field, type an email address for the queue.
40. In the Available Objects list of the Supported Objects section, select the Incident object.
41. To move the Incident object from the Available Objects list to the Selected Objects list, click the right arrow.
    
    
42. (Optional)To assign staff members to this Queue, perform the following actions:
    1. From the Search list in the Queue Members section, select Users.
       
       
    2. In the Available Members list, select the staff members who must be part of this queue.
    3. To move the selected staff members from the Available Members list to the Selected Members list, click the right arrow.
43. Click Save.
44. In the Salesforce Applications list, select  BMC Helix Remedyforce . 
    
45. Click Remedyforce Administration tab and navigate to Configure Self Service> Incidents option.
46. Click the Incident assignment to queue list.
47. In the Select from Queue window, select the queue that you have created.
48. Click Save.
    You can now use your configured site to access Self Service.

To configure object permissions for Customer Portal license users 

If your clients are created by using the Customer Portal Manager Standard or Customer Portal Manager Custom license, you must provide object permissions to the users after you have set up the Self Service site.

1. Navigate to the required path: 

   For Salesforce Classic, go to Setup > Build > Create > Objects.
   For Salesforce Lightning, go to Setup > Platform Tools > Objects and Fields > Object Manager.

2. In the Custom Objects page, click <custom object name>.
3. Click Edit.
4. In the Optional Features section, select the Available for Customer Portal check box.
   
   
5. Click Save.

6. Ensure that the Available for Customer Portal check box is selected for the objects that are listed alphabetically in the following table:

   A-E	F-Q	R-Z
   Agreement	Fulfillment Input	Request Definition
   Agreement History	Fulfillment Mapping	Request Detail
   Base Element	Impact	Request Detail Inputs
   Broadcast	Incident	SelfService Image
   Broadcast Account Link	Incident History	SelfService Theme
   Business Service	Incident Service Target	Service Target
   Category	Knowledge Article	Service Target Criteria
   Change Assessment	Knowledge Article Viewed	SLA Milestone
   Change History	Knowledge Feedback	SLA Milestone Action
   Change Request	Knowledge Incident Link	SLA Milestone Change Transaction
   Change Request Service Target	Link Survey	SLA Milestone Incident Transaction
   Chat Instances	LinkUnlink histories	SLA Relation
   Chat Details	Popups	Status
   CI Client Link	Priority	Task
   Configuration Item History	Process Control	Temporary Attachment
   Custom Action	QuickLink	Urgency
   CustomAttachment
   Entitlement

7. To grant the required permissions to the ServiceDesk Client profile for custom objects, perform the following actions:
1. Navigate to the required path: 

   For Salesforce Classic, go to Setup > Administer > Manage Users > Profiles.
   For Salesforce Lightning, go to Setup > Administration > Users > Profiles.

   A list of all profiles in your Salesforce.com organization is displayed.
2. In the Profile Name column, click the ServiceDesk Client profile.
3. In the Profile Detail section, click Edit.

4. Ensure that the Read check box is selected for the custom objects that are listed alphabetically in the following table:

   A-D	E-R	S-Z
   Agreements	Entitlements	SelfService Images
   Agreement Histories	Fulfillment Inputs	SelfService Themes
   Base Elements	Fulfillment Mappings	Service Targets
   Broadcasts	Impacts	Service Target Criteria
   Broadcast Account Link	Incident History	SLA Milestones
   Business Services	Knowledge Articles	SLA Milestone Actions
   Categories	Priority	SLA Relations
   Change Assessments	Process Controls	Status
   Change Histories	Request Definitions	SYSPopupObject
   Change Requests		Temporary Attachments
   CI Client Link		Urgencies
   CMDB Auditing
   Configuration Item Histories
   Custom Actions

5. Ensure that the Read and Create check boxes are selected for the following custom objects:
   • Custom Attachment
   • Quick Links
   • Tasks
6. Ensure that the Read, Create, and Edit check boxes are selected for the following custom objects:
   • Change Request Service Targets
   • Chat Instances
   • Chat Details
   • Incidents
   • Incident Service Targets
   • Knowledge Feedback
   • Knowledge Incident Links
   • Request Details
   • Request Detail Inputs
   • SLA Milestone Change Transactions
   • SLA Milestone Incident Transactions
7. Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
8. Repeat step a through step g for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
   For more information, see Salesforce Help.
8. To configure the field-level security to display the fields to Self Service clients, perform the following actions:
   1. Navigate to the required path: 

      For Salesforce Classic, go to Setup > Administer > Manage Users > Profiles.
      For Salesforce Lightning, go to Setup > Administration > Users > Profiles.

      A list of all profiles in your Salesforce.com organization is displayed.
   2. In the Profile Name column, click the ServiceDesk Client profile.
   3. In the Field-Level Security section for the Incident object, click the View link.
   4. Click Edit.
   5. Ensure that the Read-Only check box is selected for Status, Opened Date, Due Date, and Request Detail fields.
   6. For other fields, configure the appropriate field-level security to control access to fields according to your requirements. If you select the Visible check box, the clients are able to view and edit the field. If you select the Visible and Read-Only check boxes clients are able to only view the field. If the Visible and Read-Only check boxes are not selected, the field is not displayed.
   7. Click Save.
   8. Click Back to Profile.
   9. Repeat step c through step h for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
      For more information, see Salesforce Help.
9. To view the details of the actions performed on an incident in Self Service, perform the following actions:
   These actions are available in the Add Attachments and Notes: section on the Notes tab.
   1. Navigate to the required path: 

      For Salesforce Classic, go to Setup > Administer > Manage Users > Profiles.
      For Salesforce Lightning, go to Setup > Administration > Users > Profiles.

      A list of all profiles in your Salesforce.com organization is displayed.
   2. In the Profile Name column, click the ServiceDesk Client profile.
   3. In the Field-Level Security section for the Incident History object, click the View link.
   4. Click Edit.

   5. Ensure that the Visible check box is selected for the following fields:

      • Action

      • Action~

      • Action Duration

      • Created By

      • Date & Time

      • Description

      • Duration

      • Inactive

      • Incident

      • Incident#

      • Incident History ID

      • Last Modified By

      • Note

      • Staff ID

      • Staff ID~

      • System

   6. Click Save.

   7. Repeat step a through step f for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
      For more information, see Salesforce Help.