Using Self Service 3.0

In the BMC Remedyforce 20.17.01 release, the Self Service 3.0 application is generally available. Self Service 3.0 has a more intuitive UI and helps clients to quickly find the information they need. The application helps in increasing self-service adoption and in reducing support costs.

Supported features

The following features are supported in Self Service 3.0:

  • Submitting tickets
  • Requesting services
  • Viewing your submitted tickets and requests
  • Viewing self help articles
  • Viewing service health
  • Viewing assets
  • Viewing broadcasts
  • Approving records
  • Chatting with support agents (staff members)

Note

Some features of Self Service 2.0 are not available in Self Service 3.0. For more information, see Upgrading to Self Service 3.0

Using Self Service 3.0

You can access Self Service 3.0 by using the Remedyforce Self Service tab or by using the URL shared by your IT department. The following figure shows the Home page of Self Service 3.0.

Editing the profile infomation

You can edit your profile information and also upload a profile picture. Note that Text Area (Rich) and Geo location fields are not supported for editing.

If you select a preferred language and that language pack is available, the changes are reflected in that language as soon as you save your changes.

To edit the profile information in Salesforce Classic

  1. From the Profile Name drop-down list, select My Profile.
  2. Edit the required fields on the My Profile page, and click Submit.

  3. To upload a profile picture, click View in My Activity.

To edit the profile information in Lightning Experience

  1. Click View in My Activity on the left panel.
  2. Click the profile name.
  3. Edit the required fields on the My Profile page, and click Submit.

Videos

The following videos show Self Service 3.0 features.

TitleDescriptionVideo
Submit a ticketThis video guides you through submitting a ticket in the Self Service application.

https://youtu.be/DY7QLsjtK4U

Request a service

This video guides you through submitting a service request through the Self Service application. The video also shows how to view additional information for a value in the lookup fields while submitting a service request.

https://youtu.be/qiBXGOY8ti8

View my assetsThis video guides you through submitting tickets for the assigned configuration items (CIs) or assets and also viewing tickets related to a CI or asset.

https://youtu.be/wpQENdSqkFg

View in my activityThis video guides you through viewing tickets submitted by you or other users and customizing the profile page.

https://youtu.be/Mes3K9_3Qqw

Viewing Smart SuggestionsThis video guides you through using Smart Suggestions while submitting a ticket.

https://youtu.be/nA0p4xs11LY

Exporting recordsThis video guides you through exporting records from View in My Activity.

https://youtu.be/S-odFeuRdyI

Searching through SuperboxThis video guides you through carrying out search using Superbox.

https://youtu.be/o3pl7IN_JNA

Frequently asked questions

Smart Suggestions 

 Can I go back to the ticket if I click any record in the Smart Suggestions pane?

You can click Back on the top-left corner of the window to go back to the ticket for Broadcasts and Self Help Articles sections only. The Smart Suggestions panel continues to display the recommendations from the previous search.


 How can I close the Smart Suggestions pane?

Click x on the upper-right corner of the Smart Suggestions pane. Note that the Smart Suggestions pane is closed only for the current ticket. It is displayed again when you create a new ticket.


 Why can't I see the Self Help Articles section in the Smart Suggestions pane?

You can see the Self Help Articles section in the Smart Suggestions pane only if your administrator has configured for it to be displayed.


 Why can't I see Smart Suggestions when I type in the Category or the Service fields?

Typing the characters in the Category or the Service fields does not show Smart Suggestions unlike the Description field. You must enter a value in the Category or the Service fields to see Smart Suggestions.


 Is there a limit on characters that should be typed in the Description field to see Smart Suggestions?

For the English language, at least two characters should be typed in the Description field to view Smart Suggestions. For the Japanese language, the minimum number of characters is one.


 If I close the Smart Suggestions pane, will it be shown the next time I submit a ticket?

Once you close the Smart Suggestions pane while submitting a ticket, it is shown again only when you submit a new ticket or open a ticket template from the Superbox search results.


 What are the locations from where I can see Smart Suggestion?

The Smart Suggestions pane is shown when you open any incident template from the Superbox search results or you click the Submit a Ticket link on the Search page.


 Why does the Service Request section show a zero count in Smart Suggestions when there are Service Request Definitions configured for a category?

Only selecting a category does not show service requests in the Service Request section of Smart Suggestions. To view service requests in the Service Request section, ensure that you select either a service or you type a description when you select a category.

Exporting records from View in My Activity 

 What is the maximum number of records that I can export from View in My Activity?

You can download up to 2000 records. If there are more than 2000 records, a note is displayed in the footer of the CSV file indicating the same.

Superbox search 

 Why can't I see the Submit a Request button on the Search page?

You can see the Submit a Request button on the Search page only if your administrator has configured for it to be displayed.

Related topics

Configuring Self Service

Upgrading to Self Service 3.0

Configuring settings for CIs and assets view

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