Settings for incidents submitted by clients
On the Remedyforce Administration > Configure Self Service > Incidents page, you can configure the settings related to the incidents submitted by clients in Self Service.
All the settings on this page are supported in Self Service 2.0. However, a few of these are not supported in Self Service 3.0. For all the settings that are not supported in Self Service 3.0, it is mentioned in the Description column of the table shown in this topic.
If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 on the Remedyforce Self Service tab. However, if you have upgraded to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 on the Remedyforce Self Service tab and you also get the option to upgrade to Self Service 3.0.
The following table describes the settings available on the page.
|Incident assignment to queue|
Enables you to assign a default queue for all new incidents and service requests created in Self Service.
Allow clients to close their incidents
Enables clients to close incidents and service requests that they have created. Select a check box and modify the Solution field in the service request, depending on the selection of one of the following options:
The client cannot edit the Resolution field if the field contains values.
|Allow clients to copy incidents||Enables clients to copy existing incidents and service requests.|
|Allow clients to reopen their incidents|
To allow users to reopen incidents and service requests that they have closed. This option is also applicable for BMC Remedyforce Salesforce1 mobile app.
|Show 'Submit a Ticket' link|
Provides the Submit a Ticket link on the Service Request, Self Help Article, and Self Service Search tabs. This setting is not applicable to Self Service 3.0.
|Allow clients to create incidents from broadcasts||Enables clients to create an incident from a broadcast. This setting is not applicable to Self Service 3.0.|
|Allow clients to add notes to their incidents||Enables clients to add notes to their incidents.|
|Limit closed incidents (recently completed requests) to|
Enables you to limit the number of closed incidents and service requests that are displayed to clients. If you clear this check box, clients can view all closed incidents and service requests. In the Days field, type the required number of days. Self Service limits the display of closed incidents and service requests to only incidents and service requests that are closed in the specified number of days.
|Enable filtering of Tickets and Requests by|
Enables clients to filter records in Self Service based on the following options:
When clients search for a record, the search is performed only on the filtered records.
|Search result actions|
Enables submitting a ticket or a service request from Self Service 3.0 Search page by showing the respective buttons. Select one of the following options: