Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Managing custom layouts for the Ticket form

In Self Service, when users create or edit a ticket, the form displays the Tickets Default Layout. This layout includes a predefined section and fields for capturing the ticket details.

You can create custom layouts to customize the sections that are displayed on the Ticket form for different profiles. When you create a custom layout, you can perform the following actions:

  • Define the sections that are displayed on the form.
  • Define the order in which the sections are displayed on the form.

After you have created custom layouts, you can assign them to the appropriate profiles. For information about assigning custom layouts, see Creating, editing, and assigning a custom layout.

Note

If you are upgrading to version 20.14.02 from a previous version, you must select the Enable and Use the Tickets Layout check box to use the custom layouts.

For example, the tickets submitted by the IT and the HR departments of a company must be assigned to different queues. Also, each department needs to capture a different set of details when creating a ticket. To customize the Ticket form that is displayed for each department, you perform the following actions:

  • Create two custom field sets (IT Ticket Details and HR Ticket Details) on the Incident object, and add the required fields in the field sets.
  • Create two custom layouts for the Ticket form. In the custom layout for the IT department, add the IT Ticket Details field set. In the custom layout for the HR department, add the HR Ticket Details field set.
  • Assign a queue for the tickets created from the custom layout for each department.
  • Assign the custom layouts to the profiles of the two departments.

The Ticket form in Self Service displays the IT Ticket Details section for IT department users only, and the HR Ticket Details section for HR department users only. Also, the tickets submitted by the two departments are assigned to selected queues.

You can also customize the default layout by adding custom fields to the existing field sets or by creating and adding new custom field sets. However, any changes that you make to the default layout are available for all profiles.

Creating, editing, and assigning a custom layout

You can create a custom layout for the ticket form displayed in Self Service.

Note

If you are upgrading to version 20.14.02 from a previous version, you must select the Enable and Use the Tickets Layout check box to use the custom layouts.

The custom layout for the Ticket form can include an out-of-the-box field set (Self Service - Ticket Layout) or any custom field set that is created on the Incident object.

Note

Before you create custom field sets and layouts, review the existing fields on the object. Based on your requirements, you can create additional custom fields and field sets. For information about creating custom fields, see https://help.salesforce.com/apex/HTViewHelpDoc?id=adding_fields.htm&language=en_US. For information about creating custom field sets, see To create a custom field set.

To create, edit, and assign a custom layout

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Tickets Layout.
  3. From the Layout list, select the required column layout.
  4. In the Assign Layout section, click Create/Edit Layout.
  5. On the Layout: Ticket tab, perform one of the following actions:
    • To add a custom layout, click New.
    • To edit an existing custom layout, select the custom layout from the Layout Name column.
  6. In the Layout Name box, specify the name of the custom layout.
  7. From the Available Field Sets column, select the required field sets and add them to the Selected Field Sets column.
    You can add a maximum of 10 field sets to a layout. Only the Self Service - Ticket Layout field set is available out-of-the-box.
  8. To configure the display order of the field sets on the Incident form, use the arrow icons to order the field sets in the Selected Field Sets column.
  9. Click Save.
    On the Ticket Layout tab, to show the new custom layout in the Assign Layout section, click Refresh.
  10. On the Ticket Layout tab, from the Assign Tickets created from this layout to Queue list, select the required queue.

    Note

    The queue selected from the Assign Tickets created from this layout to Queue list takes precedence over the queue selected in the Incident assignment to queue list. Also, if you do not select a queue for the layout, the tickets are assigned to the default queue that is selected from the Incident assignment to queue list on the Remedyforce Administration > Configure Self Service > Incidents tab.

  11. From the For Selected Profiles list, select the required profile.
  12. From the Assign Layout list, select the required layout.
  13. Click .

Deleting a custom layout

You can delete custom layouts based on your requirements. If you delete a custom layout that is assigned to a profile, the default layout for the Ticket form (Ticket Default Layout) is assigned to that profile.

Note

BMC recommends that you delete custom layouts that are no longer required in your organization.

To delete a custom layout

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Tickets Layout.
  3. In the Assign Layout section, click Create/Edit Layout.
  4. On the Layout: Ticket tab, from the Layout Name column, select the custom layout that you want to delete.

    Note

    You cannot delete the default layout for a form.

  5. Click Delete.
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Comments

  1. Brian Leedy

    This seemingly does not affect Service Requests. I would like to allow staff to see two extra fields but not clients. Anyway to accomplish this?

    Nov 27, 2015 09:54
    1. Swati Malhotra

      Hi Brian,

      If you (or your staff members) are using the Service Requests module in the Remedyforce Console tab to access service requests, here are the steps to add fields to the Service Request form for staff members:

      1. Go to Setup > Create > Objects.
      2. Click the Incidents object.
      3. Go to the Field Sets section.
      4. Click Edit for the General Service Request Information field set.
      5. Drag the fields that you to show to staff members, and click Save.
      6. Go to the Remedyforce Console > Service Requests tab, open a service request, and verify that the fields are shown.

      If you are using any other tab to access service requests, contact BMC Support.

      Thanks and regards,

      Swati

      Nov 30, 2015 11:22
      1. Brian Leedy

        That's the console side, not self service side.

        Dec 01, 2015 03:20
        1. Swati Malhotra

          Hi Brian,

          Before I suggest you another solution, please let me know if my understanding of your problem is correct:

          For a service request, you want to show extra fields to staff members when they log on to Self Service. And those fields should not be visible to clients for the same service request.

          Please correct me if I am wrong.

          Thanks and regards,

          Swati

          Dec 03, 2015 09:49
          1. Brian Leedy

            I no longer need this but it would be nice to know for future possibilities. Yes, you are correct.

            Dec 04, 2015 10:39
            1. Swati Malhotra

              Hi Brian,

              Apologies for a delayed response. The solution to your problem is provided in the Summer 15 release (20.15.03). To show fields from the Incident object to only staff members and not clients, perform the following steps:

              • Identify information that you want to show to clients, such as the Resolution and Status fields. 
              • Add those fields to a new field set or edit an existing field set of the Incident object.
              • Ensure that client profile (such as ServiceDesk Client) has Read access to the fields that you are adding to the field set. Clients cannot see the fields on which client profile does not have access. These fields are shown as read only in Self Service. Clients cannot make any modification to these fields. 
              • Select the field set from the Incident Field Set to show additional fields on the Service Request details page list on the Remedyforce Administration > Configure Self Service > Service Requests page.

              Do let me know for more information.

              Regards,

              Swati

              Jan 08, 2016 03:46