Providing direct links for Self Service components

As a system administrator, you can provide direct links for the various components in Self Service. You can embed these direct links on your intranet or send the links via email and instant messengers. 


For example, if you have a service request definition to request for an iPhone, you can provide a link to that service request definition on your intranet or send the link via email. Users can request an iPhone by using this link. Similarly, you can also provide direct links to self-help articles, tiles, and templates.

Note

  • When users do not have access to a particular account for an SRD, as a system administrator you can provide access using the Self Service Link. For more information on SRD permissions, refer to the table provided in Procedure 2 of Creating and configuring an SRD.
  • The direct links for the Self Service components are generated by using URL entered in the Site URL of Self Service field (Remedyforce Administration > Configure Self Service > General Self Service Settings).
  • If you do not configure the Site URL of Self Service field, then the direct links are generated using the login.salesforce.com or test.salesforce.com based on whether the organization is production or sandbox.
  • To generate the direct links based on the My Domain feature, you must configure the Site URL of Self Service field with the same URL as configured for My Domain under Setup > Domain Management > My Domain.

The following topics are provided: 

Considerations for Customer Portal license users and Salesforce Platform license users

Based on the user license types, the behavior of the embedded Self Service components and direct links differs. Following are the considerations for the Customer Portal license users and the Salesforce Platform license users when they click on the embedded components or direct links:

  • If the users are not logged on, they need to log on to the application. The Customer Portal license users are redirected to the Self Service site login page and the Salesforce Platform license users are redirected to the Salesforce.com login page.
  • If the users are not authenticated and they try to access component or direct link, they are redirected to the login page based on their license type.
  • If the users switch browsers to access a component or direct link, they must log on to the application again. For example, if a user is logged on to the application in the Internet Explorer and tries to access the component or direct link in the Chrome browser, the user must log on to the application again in the Chrome browser.

Note

The Salesforce Platform license users must log on to the Self Service site each time they access a direct link to a component. To resolve this issue, you must update the Self Service Site URL field (Remedyforce Administration > Configure Self Service > General Self Service settings ) in this format https://BMCServiceDesk.<Salesforce.com-instance>.visual.force.com.

List of Self Service components

The following table lists the Self Service components for which you can provide direct links:

Component

Description

How to navigate

Out-of-the-box tiles in Self Service

Enables clients to open tile forms.

Remedyforce Administration > Configure Self Service > Tile Visibility and Order

Service Request Definition

Enables clients to open the service request definition for a particular service request.

Remedyforce Administration > Configure Applications > Request Definitions > Service Request Title > Self Service Link

Knowledge Articles

Enables clients to open self-help articles in Self Service.

Knowledge Article > Article ID > Self Service Link

Incident Templates

Enables clients to open the Incident form with Incident template values prepopulated.

Remedyforce Administration > Configure Applications > Templates > Template Name > Self Service Link

Search in Self Service

Enables clients to search Self Service.

Remedyforce Administration > Configure Self Service > Search > Direct Link: Self Service Search


Troubleshooting directs links for Self Service

Based on how you have configured the various settings for these components (tiles, knowledge articles, service request definition, and incident templates), a set of error messages is displayed to the clients. The following table lists the scenarios and reasons for the error messages.

ScenarioError MessageReasons
Client clicks the link to Post to Chatter tileYou do not have sufficient privileges to access the tile. Please contact your system administrator.
  • Clients with the Customer Portal license do not have access to Chatter.
  • Chatter is not enabled for the organization.
  • The tile is hidden in the Tile Visibility and Order settings.
Client clicks the link to Manage Approvals tile
  • Clients with the Customer Portal license do not have access to approvals.
  • The tile is hidden in the Tile Visibility and Order settings.
Client clicks the link to a tile that you have configured to be hiddenThe tile is hidden in the Tile Visibility and Order settings.
Client clicks the link to a service request definitionYou do not have sufficient privileges to access this service request definition. Please contact your system administrator.
  • The service request definition is offline, inactive, deleted, or expired.
  • The logged-on user is not entitled to use the service request definition.
Client clicks the link to a knowledge articleYou do not have sufficient privileges to access this knowledge article. Please contact your system administrator.
  • The knowledge article is not published or has been deleted.
Client clicks the link to an Incident TemplateYou do not have sufficient privileges to access this template. Please contact your system administrator.
  • The incident template is unavailable for the profile of the logged-on client.
  • The incident template is inactive or has been deleted.
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