Settings for configuring Self Service

• Show or hide banner
• Configure broadcast ticker speed
  
  

Note: Only broadcast ticker speed is supported.

• Configure a theme

• Assign a theme to an account

• Configure your company's logo and images on the title page and background

• Enter company URL to link images to the URL of your company

• Add new categories
• Update existing categories
• Assign categories to Self Service or Remedyforce Chat

Managing categories for Self Service and Remedyforce Chat

• Configure Chat in Self Service

Configuring BMC Remedyforce Chat

• Create and edit layouts
• Configure ticket layout in columns, such as 1 or 2
• Configure a queue to which tickets created in a ticket layout are assigned
• Assign a ticket layout to profiles

Note: All fields are shown in one column only. Two column layout is not supported.

• Select common incident (ticket) templates to be shown in Self Service
• Select common request definitions to be shown in Self Service

• Configure a message on the header of the Contact Us page in Self Service
• Select an incident template that is submitted when clients fill the Contact Us form

• Configure the precedence of knowledge articles over service requests or common tickets
• Configure showing of knowledge articles and service requests based on services of the client
• Enter Self Service URL

Note: The following options are not applicable:

• Configure the precedence of knowledge articles over service requests or common tickets.
• Configure showing of knowledge articles and service requests based on services of the client.

• Configure a queue to which all the incidents (tickets) raised in Self Service are assigned
• Configure allowing clients to close, copy, and reopen their incidents (tickets)
• Configure showing of the Submit a Ticket link
• Configure allowing clients to create incidents from broadcasts and adding notes to their incidents (tickets)
• Configure the number of closed incidents (tickets) and service requests displayed in Self Service
• Configure the option on which the incidents (tickets) and requests are filtered

Note: You cannot enable clients to create incidents from broadcasts and knowledge articles.

Note: The following options are not available:

• Configure allowing clients to create tickets from broadcasts.
• Configure the number of closed tickets and service requests displayed in Self Service.
• Configure showing of the Submit a Ticket link.

• Configure quick links, commonly accessed URLs by clients

• Configure Intranet URL that is searched when client performs search in Self Service
• Enable searching of Internet and Remedyforce and Salesforce knowledge articles

Note: You can only search for Remedyforce knowledge articles.

Note: The following options are not available in this release:

• Configure Intranet URL that is searched when client performs search in Self Service.
• Enable searching of Salesforce knowledge articles.

• Configure showing or hiding of a tile
• Configure the order in which the tiles are shown
• Add custom tiles that contain link to a custom Visualforce page or other web-based applications

Note: The following tiles are not supported. You can add custom tiles and reorder them with supported tiles:

• Post to Chatter
• Search your organization's Intranet
• Contact Us

Note: The following option is not available in this release:

• Add custom tiles that contain link to a custom Visualforce page or other web-based applications.

• Provide direct links for the various components in Self Service
• Embed the direct links on the intranet or send the links via email and instant messengers

• Embed Self Service components to create a Visualforce page

• Show service requests and incident templates together
• Show My Cart
• Show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set
• Show preview of service requests
• Enable editing of service requests
• Show categories of child categories with parent categories
• Show RTF field description in service request search

Note: The option to show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set is not supported.

Note: Only the Show My Cart setting is not supported.

Note: The following options are not available in this release:

• Display service request definitions and incident templates together.
• Enable My Cart.
• Show fields either from the Service Request Right and Left Panel field sets or Request Details Service Request 3.0 field set.

• Enable viewing of the Salesforce knowledge articles in Self Service

• Display suggested knowledge articles and service requests in Self Service

• Restrict viewing records created by other users

• Configure the columns to be displayed in View Tickets and Requests (known as My Activity tile in Self Service 3.0) list view in Self Service

For Self Service 2.0, see Customizing Tickets and Requests list view

For Self Service 3.0, see Selecting the fields to be displayed in My Activity

• Use RTF fields in custom Incident form
• Use RTF fields in Self Service Service Request form

• View more information in the Self Service home page related to the service request

• Customize Incident form in BMC Remedyforce

• Add or remove the out-of-the-box or custom fields that are shown on the My Profile page

• Upgrade to Self Service 3.0

(If you have upgraded to BMC Remedyforce Winter 17 (20.17.01)

• Understand the labels that must be translated to support localization in Self Service

• Deactivate the keyboard shortcuts

• Display email conversation messages with tickets and service requests

• Configure a Lookup field type

• Configure Smart Suggestions