Note

   

This documentation supports the 20.22.02 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Configuring Lightning Web Components

This topic was edited by a BMC Contributor and has not been approved.  More information.



Before working with lightning web components, make sure that you refer to the following Salesforce resources:

  • Set Up and Manage Experience Cloud Sites Open link
  • Get Up to Speed with Experience Builder Sites Open link
  • Lightning App Builder Open link



Lightning web components supported in Remedyforce

A Remedyforce administrator can add lightning web components to digital experience sites and Lightning app pages and allow client users to perform the following:

Lightning Web ComponentAllows client users toHow to configure?Additional information
Submit Ticket
  • Submit a ticket.
  • Upload or drop attachments as files.
  • Submit tickets based on templates.
  • Use lookup filters on a ticket form.
  • View linked tasks in the Tasks section on a ticket form if the following conditions are true:
    • A Remedyforce administrator selects Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records.
    • A Remedyforce administrator adds the View Requests component. For more information, see View Requests.
To configure the Submit Ticket component
  • View submitted tickets
    If a Remedyforce administrator adds the View Requests component, you can view the submitted tickets under the My Requests section. For more information, see View Requests.
  • Template parameter
    • If an administrator selects a template while configuring the Submit Ticket component, field values are pre-populated when clients submit a ticket.
    • Selecting a template while configuring the Submit Ticket component is optional.
    • The Submit Ticket component displays a maximum of 5000 active incident templates in the Template list.
    • The ticket form displays fields from the field set that is selected on the Ticket Layout page. The fields on the ticket form display values that are configured while adding a template.
    • If required, clients can update the fields while submitting a ticket.
    •  If the fields that are configured in an Incident template are not present while submitting a ticket form, those fields are displayed after submitting a ticket.

    • If a template is configured in the Submit Ticket component, the ticket form will not display the Template field even if it is added to the fieldset.

  • Linked tasks
    • Clients can view linked tasks in the Tasks section on a ticket form if a Remedyforce administrator selects Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records.

    • In the Tasks section, fields are displayed from the task fieldset selected under Remedyforce Administration > Configure Self Service > General Self Service Settings > Field set to show columns in the Task tab on the Tickets and Service Requests pages.
    • The Tasks section displays tasks for which the Display in Self Service check box is selected on the Task details page. By default, the Display in Self Service check box is not displayed on the Task details page. You must make this field available in the Console - Task Details field set. For more information, see General settings for Self Service.

  • Lookup filters
    • Lookup filters configured for Self Service 3.0 are applied to ticket forms.
    • When a lookup filter is active and the Apply in Self Service check box is selected, it is applied to the ticket form.
    • Field and Value type of lookup filters are supported for tickets.
      For more information, see Configuring lookup filters for console in BMC Remedyforce.

Service Catalog

  • View the service catalog with service requests for a specific category. 
  • Submit service requests.
  • Save service requests as drafts if a Remedyforce administrator selects Enable service requests to be saved as drafts under Remedyforce Administrator > Configure Self Service > Service request.
  • Use lookup filters on a service request form.
  • View linked tasks in the Tasks section on a service request form if the following conditions are true:
    • A Remedyforce administrator selects Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records.
    • A Remedyforce administrator adds the View Requests component. For more information, see View Requests.
To configure the Service Catalog component
  • View submitted service requests and drafts
    • If a Remedyforce administrator adds the View Requests component, you can view the submitted requests under the My Requests section. For more information, see View Requests.
    • If a Remedyforce administrator adds the View Requests component, you can view drafts of service requests under the Drafts section. For more information, see View Requests.
  • The component lists only those SRDs that are active and entitled to the current users' accounts, or the users' profiles / permission sets.
  • The Category dropdown displays request definitions for which the following conditions are true:
    • The Display in Self Service check box is selected.
    • Request definitions must be active.
    • Either both or one of the following check boxes must be selected:
      • Incidents
      • Service Requests
  • The alphabetically sorted top 5000 categories are listed in the dropdown, sorted by the category name.
  • If you configure the value as None for the Category field, the configured common SRDs will be listed. 
    These common SRDs are sorted based on their configured display order.
  • The displayed SRDs are sorted based on their Title and in an ascending order.

  • The header separator in the form's input sections will always be in an accordion pattern. The separators such as line or bar selected while configuring the Request Definition from Remedyforce Administration are not applicable for this component.  
  • A header section's conditional rendering is applied to input fields under it, so an administrator does not have to define rendering conditions for input fields under a header section. 
  • On the Service Request Details form, you will not see distinct section separators for Request Details, Incident fieldsets, and Input fields. The line separators will be seen for individual fields only. 
  • When you submit a service request on behalf of another user, the phone number and email of that other user are displayed on the Service Request form. 
    However, they are displayed only if those contact details are shared by the other user under Setup > Platform Tools > Feature Settings > Digital Experiences > All Sites > Community URL > User icon > My Settings > Profile Visibility
    For more information, see Share Personal Contact Information Within Communities Open link .
  • The Request For dropdown on a service request or ticket form lists users who are from the same account as of the logged-in user and are below in their role hierarchy.

  • Lookup filters configured for a Service Request Definition are applied to service request forms.
  • Value type of lookup filters are supported for service requests.

View Requests

  • View tickets and service requests that are submitted by them or shared with them.
  • Add attachments and notes to submitted tickets and service requests if a Remedyforce administrator selects Allow clients to add notes to their incidents under Remedyforce Administration > Configure Self Service > Incidents.
  • View draft service requests under the Drafts section and edit them.
  • View linked tasks in the Tasks section on a ticket or a service request form if a Remedyforce administrator selects Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records.

    In the Tasks section, tasks that have the Display in Self Service check box selected and tasks that are linked to current ticket or service request are displayed.
  • Copy tickets and service requests if the following conditions are true:
    • A Remedyforce administrator selects Allow clients to copy incidents under Remedyforce Administration > Configure Self Service > Incidents
    • Clients have the create permission on the Incident object.
    • Clients are entitled to the corresponding service request definitions.
  • Close tickets and service requests if the following setting is enabled:
    Remedyforce Administration > Configure Self Service > Incidents > Allow clients to close their incidents
  • Reopen closed tickets and service requests if the following setting is enabled:
    Remedyforce Administration > Configure Self Service > Incidents > Allow clients to reopen their incidents



To configure the View Requests component

The functionality is to the View in My Activity tile in Self Service 3.0. 

  • To adjust the form width, this component provides the Form Width attribute.
  • The setting Enable filtering of Tickets and Requests by under Remedyforce Administration > Configure Self Service > Incidents will be applied to filter tickets by State or Status.
  • The setting Allow clients to add notes to their incidents under Remedyforce Administration > Configure Self Service > Incidents will be applied.
  • You can configure the fields to be displayed for every ticket or service request tile by configuring the fieldset View Tickets and Service Requests.

  • We recommend to not add Rich Text Area fields in the Compact layout as images are not displayed as expected.
  • Community Plus and Partner Community users are external users. Files attached to their tickets by staff members are not shared with them.
  • However, Platform users such as clients are internal users. Hence, files attached to their tickets by staff members are shared with them. 
  • If a Remedyforce administrator selects Enable service requests to be saved as drafts under Remedyforce Administrator > Configure Self Service > Service request, clients can save service requests as drafts.
    After saving a service request as a draft, it can be accessed from the Drafts section in View Requests component. All users including Administrator can see drafts that are created by them.

  • Copying, closing, and reopening tickets and service requests
    • When clients copy incidents or service requests, attachments, notes, and linked tasks are not copied.
    • While closing tickets and service requests, clients must provide a resolution for a record if Incident Resolution is required is selected under Remedyforce Administration > Configure Self Service > Incidents.
    • Before closing a ticket or a service request, clients must close linked tasks if the following setting is enabled:
      Remedyforce Administration > Application Settings > General Application > Closing records with Linked open Tasks: Incidents
    • When a ticket or a service request is reopened, linked tasks are not reopened.
Self Help Articles
  • View knowledge articles belonging to a specific category of a component. 
  • Click knowledge articles and view their details.
  • Rate knowledge articles.
To configure the Self Help Articles component
  • The Category drop-down list shows all categories that are active and are visible in Self Service 3.0.
  • The alphabetically sorted top 5000 categories are listed in the dropdown, sorted by the category name.
  • If you configure the value as None for the Category field , all popular or suggested articles are displayed.
  • This component displays published knowledge articles that have the Display in Self Service check box selected.
  • Clients can view self help articles that are accessible to them.
  • Knowledge articles are listed based on their popularity.
  • From the knowledge article form, clients can print or submit feedback for a knowledge article.
  • The following Remedyforce settings are applied to self-help article forms:
    • Application Settings > Global Search > Show the Rating and Feedback fields to staff on the knowledge article page
    • Application Settings > Global Search > Make rating of knowledge articles required
    • Application Settings > Global Search > Manage Record Type Fields
      For more information, see Configuring Global Search settings.
Remedyforce Broadcasts
  • View broadcasts that are active and scrollable.
  • View the following details of a broadcast
    • Broadcast ID
    • Message
    • Priority
    • Broadcasted
To configure the Remedyforce Broadcasts component
  • Broadcasts that are marked visible for Self Service 3.0 are visible.
  • Only Message Scroll format is supported. If an administrator selects Text Scroll on Remedyforce Administration> Configuring Self Service > Banner, broadcasts are displayed in the message scroll format and their default scroll interval is set to 10 seconds.
  • You can change the Scroll interval from Remedyforce Administration > Configure Self Service > Banner > Broadcast Settings.
  • Navigation Background Color is used as the default background color for this component and Navigation Text Color is used as the default text and icon color.

Remedyforce Search Results

Search the following:

  • Common tickets
  • Self help articles
  • Service requests
  • Broadcasts

To configure the Remedyforce Search Results component

  • A Remedyforce administrator can change the following attributes while configuring the component:
    • The form width for tickets and self help articles.
    • Search Results header
  • This feature is similar to the search feature of Self Service 3.0.
  • Search results display records that client users can access.
  • The following settings are applied while displaying tabs under the Search Results section:

    • Remedyforce Administration > Configure Self Service > Search > Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab
    • Remedyforce Administration > Configure Self Service > General Self Service Settings > Knowledge articles have precedence over service requests in the layout
    • Remedyforce Administration > Configure Self Service > Service Requests > Display service request definitions and incident templates together
      For more information about these settings, see Settings for configuring Self Service.
  • If search results are not satisfactory, clients submit tickets and service requests from the search results page. This is possible if administrators configure the Request from Search Results component. For more information, see Request from Search Results.

Request from Search Results

Submit tickets and service requests from the search page if search results are not satisfactory.

To configure the Request From Search Results component
  • The following buttons are displayed on a search page based on the options selected under Remedyforce Administration > Configure Self Service > Incidents > Search Result Actions:
    • Submit a Ticket
    • Submit a Request
  • Clients cannot submit a ticket or a service request if they do not have required permissions. The corresponding buttons are not visible.

Remedyforce Chat

Chat with staff users


  • When an administrator configures Remedyforce Chat for Self Service and adds the Remedyforce Chat component to Digital Experience sites, clients can chat with staff users.
  • All settings in the Remedyforce Chat section on the General Self Service Settings page except for the highlighted one are applicable for chat in Digital Experience sites.

    For more information about enabling Remedyforce Chat, see General settings for Self Service.
  • For community license users to initiate a chat from digital experience sites, an administrator must select Public Read Only as Default External Access for the User object under Sharing Settings.

  • To add the Remedyforce Chat component to a Digital Experience site, see To configure the Remedyforce Chat component
  • This feature is similar to the chat feature of Self Service 3.0. 
  • Using Remedyforce Chat, clients can reach out to staff members for quick assistance. Staff users create a new incident or update an existing record based on the chat conversation.
    For more information about the Remedyforce Chat feature, see Configuring BMC Remedyforce Chat and Assisting clients via Remedyforce Chat.


Experience Builder

You can configure Remedyforce Lightning components through the Experience Builder. Third party components from AppExchange are also available on the builder, so you can configure and customize the digital experience site page as required.

Important

Before working with Experience Builder, make sure that you refer to Experience Builder Overview Open link  and  Navigate Experience Builder Open link

Lightning App Builder

The Remedyforce Lightning components can help you build your own user interface through Lightning App Builder, which is a point-and-click tool that makes it easy to create custom pages on Lightning pages.

Important

Before working with Lightning App Builder, make sure that you refer to Lightning App Builder Open link



Before you begin

Before configuring Lightning Web Components, ensure that the following is configured: 

Lightning appsDigital experience sites
  • Set up a domain for your organization. For more information, see My Domain.
  • Create a lightning page for your organization. For more information, see Salesforce help Open link
  • Set up a domain for your organization. For more information, see My Domain.
  • Create a digital experience site for your organization. For more information, see Salesforce help Open link
  • Ensure that you have either of the following licenses.
    You can navigate to Setup > Company Information > User Licenses and check for licenses.
      • Customer Community Plus User license

      • Partner Community license. 

Customer Community license is not supported.

To configure the Submit Ticket component

Perform the following steps:

  1. Drag the Submit Ticket component to the Experience Builder or to the Lightning App Builder page.
  2. Fill in the following details:



    FieldDescription
    Override Button LabelEnter the preferred name for the button.
    TemplateSelect the template to be applied for a ticket form.
    Button Border Radius (0px - 20px)Enter the radius of the button's border.
    Max Button Width (10 - 100%)Enter the width of the button.
    Button AlignmentSelect the alignment for the button.
    Form WidthSelect the width of the Submit Ticket form.
  3. Click Publish or Activate.

To configure the Remedyforce Broadcasts component

Perform the following steps:

  1. Drag the Remedyforce Broadcasts component to the Experience Builder or to the Lightning App Builder page. 

  2. Save or publish the changes.
    Clients can view or access broadcasts that are active, scrollable, and available for Self Service 3.0.


    When you click a broadcast, the following information is displayed:


    From the Message column, click any broadcast message to view its details.

To configure the Remedyforce Search Results component

Perform the following steps:

  1. Drag the Remedyforce Search Results component to the Search page in Experience Builder or in Lightning App Builder.

  2. Fill in the following details:


    FieldDescription
    Search TermEnter a preferred search term to customize search results or leave it as it is.
    Search Results HeaderEnter the name of the search results header.
    Article Form WidthSelect the preferred width for knowledge article forms.
    Ticket Form WidthSelect the preferred width for Submit Ticket forms.


  3. Save or publish the changes. 

To configure the Request From Search Results component

Perform the following steps:

  1. Drag the Request from Search Results component to the Search page on sites.

  2. Fill in the following details:


    FieldDescription
    Override Question TextEnter your preferred text to replace the following: Didn't find what you are looking for?.
    Override Button LabelEnter your preferred label for the submit button.
    Button Border Radius  (0px - 20px)Specify the radius for the border.
    Maximum Button Width (10 - 100%)Specify the button width.
    Content Alignment Select the preferred alignment.
    Ticket Form WidthApplicable only for the Submit Ticket form. Not applicable for the Service Request form.



  3. Save or publish the changes. 

To configure the Self Help Articles component

Perform the following steps:

  1. Drag the Self Help Articles component to the Experience Builder or to the Lightning app builder page.

  2. Fill in the following details:

    FieldDescription
    Title

    Enter the title for the Self Help Articles component.

    CategorySelect the required category.
    Number of Rows

    Select the number of rows to be displayed.

    Form widthSelect the width for a knowledge article form.
  3. Save the changes.

To configure the Service Catalog component

Perform the following steps:

  1. Drag the Service Catalog component on the Experience Builder.
  2. Fill in the following details:



    FieldDescription
    TitleEnter the required title. It will override the default title.
    CategorySelect a category for which you want to display service requests. 
    Number of RowsSelect the number of rows to be displayed in the catalog. By default, four rows are displayed. 
  3. Save or publish the changes.

To configure the View Requests component

Perform the following steps:

  1. Drag the View Requests component to the Experience Builder or to the Lightning App Builder page.
  2. Fill in the following details:

    FieldDescription
    Number of RecordsSelect the Number of Records to be displayed in the list.
    Layout

    Based on the available section size on the Experience Builder, select the layout:

    1. Full: Use this layout to display the My Requests dropdown, search box, filter menu, and ticket timeline with the list of tickets and service requests.
    2. Compact: Use this layout to display only the My Requests dropdown with the list of tickets and service requests. Note that, this layout is apt when the component is added to a sidebar. 
    Form WidthSelect the form width.
  3. Save or publish changes.

To configure the Remedyforce Chat component

Perform the following steps:

  1. Drag the Remedyforce Chat component to the Experience Builder or to the Lightning App Builder page.
  2. Fill in the following details:

    FieldDescription
    Chat Button LabelEnter a name for the chat button. It will override the default name.
    Chat Button WidthSpecify the chat button width.
    Chat Butt HeightSpecify the chat button height.
    Chat Window WidthSpecify the chat window width.
    Chat Window HeightSpecify the chat window height.
    Chat AlignmentSelect the alignment for the chat messages.
  3. Save or publish changes.


To edit Lightning Web Components

For instructions, see:

  • Set Up and Manage Experience Cloud Sites Open link
  • Lightning App Builder Open link

To configure a Customer Community Plus user

For instructions, see  Create Experience Cloud Site Users Open link

Caveats

The following caveats are applicable for Lightning Web Components:

  • When a multiline message is sent or received via Remedyforce Chat, the chat window shows a <BR> tag at the beginning of each new line.

  • Lightning Web Components (LWCs) such as Submit Ticket do not support attachments. Files uploaded to LWCs are saved as Salesforce files. LWCs display only Salesforce files.
  • Remedyforce lightning web components are not supported in Salesforce Mobile App and Salesforce Lightning Web Runtime.
  • For the Service Catalog component, you cannot drag and drop images from your computer to rich text input fields in service requests.
  • Instead of displaying the tooltip text, the value of the Header Section field is displayed as a tooltip while submitting a service request.  It is a known behavior relevant to the Salesforce platform. For more information, see  Salesforce help Open link .
  • When you configure components such as Service Catalog and Self Help Articles, consider the following: 
    • A default of 5000 categories or templates are available for configuration in these components. However, administrators can increase the default category limit by creating the LWCDesignAttributeQueryLimit custom setting from Setup > Custom Settings > Remedyforce Settings and set the required value. For more information, see Managing custom settings
    • If an organization has more than 5000 categories, administrators can create a custom setting for the required number of categories to be listed.  
  • If you change the label name of a lightning web component, the changed label name is not localized. See the following example:
     

Deprecated components

Though the following components are visible in the Custom Components list in Experience Builder and in Lightning App Builder, they are deprecated and should not be used:


Use these Lightning Web Components instead of the deprecated ones:

Deprecated Aura componentLightning Web Component to be used
Submit Ticket (Deprecated)Submit Ticket
Service Requests (Deprecated)Service Catalog
Self Help Articles (Deprecated)Self Help Articles
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