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Settings for configuring Self Service

This topic explains the settings that you, as an administrator, can use for configuring the available Self Service options. Some of these settings are applicable to two or more Self Service options. You can configure most of these settings from the Configure Self Service tile under the Remedyforce Administration tab.

The following table explains the settings and for which Self Service option they are applicable. (Blank cells indicate that the setting is not applicable for that particular Self Service option.)

Settings

Applicable for which option?

Reference topic

Self Service 2.0 (earlier known as Self Service for the web browser)Self Service 3.0Self Service on Salesforce1 Mobile AppBMC Remedyforce with MyIT
  • Show or hide banner
  • Configure broadcast ticker speed

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Note: Only broadcast ticker speed is supported.

  Configuring banner settings
  • 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

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  Configuring Self Service branding
  • Add new categories
  • Update existing categories
  • Assign categories to Self Service or Remedyforce Chat
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Managing categories for Self Service and Remedyforce Chat

  • Configure Chat in Self Service
(tick)(tick)

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

(tick) Managing custom layouts for the Ticket form
  • Select common incident (ticket) templates to be shown in Self Service
  • Select common request definitions to be shown in Self Service
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  • 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
(tick)   Configuring the Contact Us page settings
  • 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
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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.
General settings for Self Service
  • 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
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Note: You cannot enable clients to create incidents from broadcasts and knowledge articles.

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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.
 Settings for incidents submitted by clients
  • Configure quick links, commonly accessed URLs by clients
(tick)   Configuring quick link settings
  • Configure Intranet URL that is searched when client performs search in Self Service
  • Enable searching of Internet and Remedyforce and Salesforce knowledge articles
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Note: You can only search for Remedyforce knowledge articles.

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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.
 Configuring search settings for Self Service
  • 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
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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

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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.
 Configuring Self Service tiles
  • 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
(tick)(tick)  Providing direct links for Self Service components
  • Embed Self Service components to create a Visualforce page
(tick)(tick)  Embedding Self Service components
  • 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

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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.

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

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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.
 Settings for service requests in Self Service
  • Enable viewing of the Salesforce knowledge articles in Self Service
(tick)  (tick)Enabling Salesforce knowledge articles to be viewed in Self Service
  • Display suggested knowledge articles and service requests in Self Service
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 Displaying suggested knowledge articles and service requests in Self Service
  • Restrict viewing records created by other users
(tick)(tick)(tick) Restricting record viewing permissions
  • 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
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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
(tick)(tick)  Supporting RTF fields in Incident and Service Request forms
  • View more information in the Self Service home page related to the service request
(tick)(tick)  Displaying additional information for service requests on the Home page
  • Customize Incident form in BMC Remedyforce
(tick)(tick)  Customizing Self Service forms
  • Add or remove the out-of-the-box or custom fields that are shown on the My Profile page
(tick)   Customizing My Profile page
  • Upgrade to Self Service 3.0

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

   Upgrading to Self Service 3.0
  • Understand the labels that must be translated to support localization in Self Service
(tick)(tick)(tick) Custom labels for Self Service
  • Deactivate the keyboard shortcuts
(tick)   Deactivating keyboard shortcuts in Self Service
  • Display email conversation messages with tickets and service requests
(tick)(tick)  Showing email conversation messages with tickets and service requests
  • Configure a Lookup field type
(tick)(tick)(tick) Configuring a Lookup field of an object
  • Configure Smart Suggestions
(tick)   Configuring Smart Suggestions for Self Service

Related topics

Configuring Self Service for the web

Using Self Service 3.0

Configuring Self Service on Salesforce1 Mobile App

Integrating BMC Remedyforce with BMC MyIT

Troubleshooting issues related to Self Service

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