Configuring Self Service tiles
You can configure and reorder the tiles that are displayed in Self Service. BMC Remedyforce provides out-of-the-box tiles for tasks such as submitting a ticket and requesting a service. However, you can also create tiles to provide access to your custom Visualforce pages or other web-based applications.
For example, to enable clients to reset passwords, you can create a custom tile that links to your web-based application. Also, if you support travel-related activities for multiple vendors, you can create a Travel tile and provide links to the websites of all the vendors.
You can create ten custom tiles, and for each tile, you can define up to ten links. To display custom tiles in Self Service, you must define at least one link for a tile.
When you install BMC Remedyforce Winter 17 or later versions, you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you upgrade to BMC Remedyforce Winter 17 or later versions, you get Self Service 2.0 in the Remedyforce Self Service tab and the option to upgrade to Self Service 3.0.
Considerations
Consider the following points when configuring or reordering custom tiles:
- The View My Activity tile location in Self Service is fixed even if you can reorder the tile on the Tile Visibility and Order page.
- The following tiles are not supported in Self Service 3.0: Post to Chatter, Search your organization's Intranet, and Contact Us.
- You can create custom tiles and reorganize them with supported tiles.
The following topics are provided:
To create custom tiles
You can create custom tiles to enable Self Service clients to easily access your custom Visualforce pages or other web-based applications. You can create up to ten custom tiles.
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Self Service arrow, and select Tile Visibility and Order.
- In the Self Service Tiles section, click Add New Custom Tile icon
.
- (Optional) To hide the custom tile in Self Service, in the Visible column, clear the check box. By default, the check box is selected and the custom tile is displayed in Self Service.
- If the check box is selected in the Visible column, perform the following actions to add links for the custom tile:
- In the Custom Tile Links area, click
.
- Enter the name and URL of the custom link.
- (Optional) In the Description field, enter the text that must be displayed as a tooltip in Self Service.
- To add more links, repeat step a to step c.
To configure the display sequence of the links, select a link and click
or
.
- In the Custom Tile Links area, click
(Optional) In the Order # column, change the order number for showing the custom tile in Self Service.
By default, the next order number in the sequence is assigned to the custom tile. For example, if the last order number assigned to the existing tiles is 8 and you add a custom tile, the order number that is assigned by default to the new tile is 9.- Click Save
.
To create links for custom tiles
To display a custom tile in Self Service, you must add at least one link for the tile. You can create up to ten links for each custom tile. You can add links while you are creating a custom tile or add more links later for an existing custom tile.
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Self Service arrow, and select Tile Visibility and Order.
- Select the custom tile for which you want to add a link.
- In the Custom Tile Links area, click
.
- Enter the name and URL of the custom link.
- (Optional) In the Description field, enter the text that you want to display as a tooltip in Self Service.
- To configure the display order of the links, select a link and click
or
.
- Click Save
.
To configure visibility and display order of tiles
You can configure the out-of-the-box and custom tiles that are displayed in Self Service and the order in which these tiles are displayed. Tile visibility also depends on feature enablement and user license. For example, the Post to Chatter and Manage Approvals tiles are not visible to users with a Customer Portal Manager license.
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
To display a tile in Self Service, in the Visible column, select the check boxes for the required tiles.
- In the Order # column, select the display order number.
Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles. In the Direct Link column, click
.
You can embed the direct links on your intranet or send it by using an email message. For more information about using the direct links, see Providing-direct-links-for-Self-Service-components.- Click
.
- In the confirmation dialog box, click OK.
To delete custom tiles
You can delete custom tiles that are no longer required. When you delete a custom tile, the links associated with that tile are also deleted.
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
- From the list of tiles, select the custom tile that you want to delete.
- To delete the selected tile, click
.
- To save your changes, and click
.
Configuring settings for View My Assets
Self Service enables clients to view and submit tickets for the configuration items (CIs) or assets assigned to them. They can also view and filter related tickets for a CI or an asset.
Prerequisites
Configure Salesforce1 - BaseElement Details (in the Base Element object) field set for CIs and assets detail list view.
For more information, see Configuring field sets for list views and forms.
To configure CIs and Assets view in Self Service 3.0, perform the following steps:
- Navigate to Remedyforce Administration > Configure Self Service > Tiles Visibility and Order.
- Enable the View My Assets check box.
The following table provides information about the configuration items (CIs) or assets list displayed.
Goal | Details |
---|---|
Enable clients to see a list of their CIs and assets | Clients can view only those CIs or assets that are assigned to them in one of the following ways:
A maximum of 10,000 CIs or assets with pagination are shown at a time in the list view. ConsiderationsNone |