Note

 

This documentation supports the 20.18.01 version of Remedyforce.

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Context-based service requests and self-help articles

Self Service provides the ability to display context-based service requests and self-help articles on the Self Service Home page. Suggested self-help articles and service requests based on your assets are displayed in Self Service. For example, if you have an iPhone mobile device, your Self Service Home page displays self-help articles and service requests related to iPhone mobile devices. However, you can still search for information related to other mobile devices. To display the suggested self-help articles and the service requests on the Self Service Home page, contact your system administrator.

If the system administrator has made self-help articles and service requests available, the articles and service requests are displayed on related tabs on the Self Service Home page. The following table lists the information that is displayed on each tab, depending on the conditions that the system administrator has configured.

TabsDisplay suggested self-help articles and service requests?Display incident templates and request definitions together?
  • Suggested Self Help Articles
  • Suggested Service Requests
YesYes
  • Suggested Self Help Articles
  • Suggested Service Requests
  • Common Tickets
YesNo
  • Popular Self Help Articles
  • Common Service Requests
NoYes
  • Popular Self Help Articles
  • Common Service Requests
  • Common Tickets
NoNo

If self-help articles, incident templates, or service requests are not available to Self Service, the Service Requests, Self Help Articles, and Tickets tabs do not contain any data even though the tabs are displayed.

Note

If no active, online, available (the End Date has not occurred), and entitled service request definitions exist, the My Cart icon does not appear in Self Service.

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