Default language.

Note This documentation supports the 20.17.02 version of Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

General settings for Self Service

The settings that are applicable to Self Service for all the users are provided on the Remedyforce Administration > Configure Self Service > General Self Service Settings page.

The following table describes the configuration settings that are provided on the page:

Considerations for Submit Tickets/Requests On Behalf Of settings

The Submit Ticket/Requests On Behalf Of feature enables Salesforce Platform license users to submit tickets and requests on behalf of users that are above them in the role hierarchy. It also enables users to submit tickets and requests on behalf of users that are linked to the same Self Service account.

Note the following important points about the Submit Tickets/Requests On Behalf Of settings:

  • These settings are applicable for Salesforce Platform license users only. Users with Customer Portal license can only submit tickets or requests on behalf of clients who are lower than them in the role hierarchy.
  • If none of the check boxes are selected, the On Behalf Of lookup field is not displayed in Self Service.
  • Users listed in the On Behalf Of lookup field options depend on the organization-wide default (Setup > Security Controls > Sharing Settings) access for the User object.
  • Users with any of the following license types cannot submit a ticket or a request on behalf of other users:
    • Chatter Free
    • Chatter External
    • Authenticated Website
    • High Volume Customer Portal
    • Overage Authenticated Website
    • Overage High Volume Customer Portal
    • Community Plus User
    • Partner Community User
  • In Self Service, if the logged in user is linked to an account that has users with following licenses, both types of license users are displayed in the On Behalf Of lookup field.
    • Customer Portal
    • Salesforce Platform

Rules for record display in Self Service

On the Tickets and Request tab, in the Self list, Clients can see the tickets and requests that they have raised. The records that you submit on behalf of other clients are shown in the Others list.

tickets_and_requests.gif

In addition to the records that clients submit on behalf of other clients, more records are displayed in the Others list. The records that clients see in the Others list depends upon role hierarchy. The following records are shown to clients in the Others list based on role hierarchy:

While configuring role hierarchy, if you have configured sharing rules to show or hide records of other users, the sharing rules are applied in the Others list.

Clients can edit all records shown in the Others list. If a client submitted a record on behalf of another client, only the submitter and the client for whom the record was submitted can edit the record. However, only the submitter of the record can edit value of the On Behalf of field.

You can restrict showing of the Others list. For more information, see Restricting-record-viewing-permissions.

Related topic

Segregating-users-and-configuration-data

 

 

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