Note

 

This documentation supports the 20.18.01 version of Remedyforce.

To view the latest documentation, click

Upgrading to Self Service 3.0

Self Service 3.0 provides a more intuitive UI to clients with an additional support for videos in knowledge articles. With Self Service 3.0, clients can quickly find the information they need. Self Service 3.0 facilitates self-service adoption thus reducing support costs.

If you install BMC Remedyforce Winter 17 (20.17.01), you will get Self Service 3.0. However, if you upgrade to BMC Remedyforce Winter 17, you will get Self Service 2.0 with an option to upgrade to Self Service 3.0. For more information about the configuration settings that the system administrator can perform for Self Service 2.0 and 3.0, see Settings for configuring Self Service. For FAQs about Self Service 3.0, see FAQs

The following sections cover the upgrade procedure and the features not supported by Self Service 3.0:

Features not supported in Self Service 3.0

The following table provides details about the Self Service 2.0 features that are not supported in Self Service 3.0. However, some of the Self Service 2.0 features might not be relevant in Self Service 3.0.

FeatureLimitations

Chatter

System administrators can configure Chatter listeners. However, clients cannot submit a ticket by posting hashtags to Chatter.

Intranet search

Intranet search is not supported. 

Contact Us

Clients cannot see the Contact Us information in Self Service 3.0.

Online help

As Self Service 3.0 is intuitive and easy to use, the link to online help is not available. For a quick introduction on how to use Self Service 3.0, watch the video.
CartThe My Cart option is not displayed to clients in Self Service 3.0. 
Service request inputs

The following display options are not supported for input fields:

  • Scrolling option for the Header section field
  • URL associated to the input fields
  • Rich Text Area fields are not supported for the linked tasks.
Submit a Ticket

Clients cannot submit a ticket from a search result and broadcast.

View Self-Help Articles

Clients cannot search Salesforce knowledge articles in search queries.

General

As a client, you notice the following limitations to the Self Service 3.0 behavior:

  • On the Home page, only 50 records can be displayed in the Common Tickets, Common Service Requests, Suggested Self Help Articles, and Popular Self Help Articles sections.
  • Clicking the Broadcast icon does not display list of open broadcasts.
  • Keyboard shortcuts are not supported.
  • Smart Suggestions are not supported.

As a system administrator, you can configure the order of tiles displayed in Self Service on the Remedyforce Administration > Configure Self Service page, including custom tiles. An exception is the View in My Activity tile, whose position is fixed. It is always the last option in the list.

Manage ApprovalsYou cannot recall approvals.
 


Video: To upgrade to Self Service 3.0

The following video (3:56) provides the procedure to upgrade to Self Service 3.0.

 https://youtu.be/kypUPsdDjVQ

After upgrading to Self Service, all the fields in a service request are shown in one column. The custom fields of the Request Detail object are also shown in one column. First, the fields of the left column are shown followed by the fields of the right column. The input fields of a service request definition are displayed in the order in which they were created in the Remedyforce Administration tab.

Related topic

Using Self Service 3.0

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