Configuring settings for Self Service on Salesforce1 Mobile App
Self Service on Salesforce1 Mobile App (Self Service mobile app) enables clients to access Self Service on mobile devices. You must first enable the Self Service mobile app and then enable Salesforce1 for a specific user. You can also configure additional settings for the Self Service mobile app. Many of these settings are common across the Self Service mobile app and Self Service for the web browser.
The following interactive graphic provides information about configuring settings for Self Service on Salesforce1 Mobile App (Self Service mobile app), which is for clients. (The graphic may take a few seconds to load. Also, the graphic is best viewed in the enlarged mode, by clicking the
icon.)The following topics provide information about configuring settings for the Self Service mobile app:
Note
For information about making Remedyforce Chat available to users in the Self Service mobile app, see Configuring BMC Remedyforce Chat.
Configuring settings for the Home page
The following table lists the different ways in which you can configure the Home page of the Self Service mobile app:
Goal | Details |
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Configure the display and order of the tiles | You can configure the display and order of the following tiles on the Home page:
For more information about configuring tiles on the Home page, see Configuring Self Service tiles. Considerations
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Disable quick submission of tickets for clients | The Superbox on the Home page enables clients to submit tickets and search for knowledge articles, service requests, and common tickets. By default, clients can quickly submit tickets (without opening the Ticket form) by describing their issue in the Superbox on the Home page and clicking Submit Ticket. To disable quick submission of tickets
ConsiderationsIf the Ticket form contains mandatory fields, submitting a ticket from the Superbox automatically opens the Ticket form with the Description and On Behalf of fields populated. |
View broadcasts | Clients can view a maximum of 50 broadcasts. ConsiderationsOnly active broadcasts that are in OPENED State and meet all the following conditions are displayed:
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Configuring settings for the Superbox search results
When clients enter a search string in the Superbox on the Home page, knowledge articles, service request definitions (SRDs), and common tickets that match the search criteria are displayed.
The following table lists the different ways in which you can configure the Superbox search results:
Goal | Details |
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Understand which records are displayed in the search results | The search results include knowledge articles, SRDs, and common tickets that match the search criteria. Search results initially display a maximum of 50 records. Clients can click Show More to see a maximum of 200 records. Considerations
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Configure the display of the Knowledge Articles tab in the search results | The Knowledge Articles tab is displayed in the search results only if the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected (Remedyforce Administration > Configure Self Service > Search). For more information, see Configuring search settings for Self Service. ConsiderationsNone |
Configure the position of the Knowledge Articles tab in the search results | The position of the Knowledge Articles tab is based on the Knowledge articles have precedence over service requests in the layout check box (Remedyforce Administration > Configure Self Service > General Self Service Settings). If this check box is selected, Knowledge Articles is the first tab to be displayed. Otherwise, the Knowledge Articles tab is displayed after the Service Requests and Common Tickets tabs. For more information, see General settings for Self Service. ConsiderationsNone |
Configuring settings for knowledge articles
Goal | Details |
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Display knowledge articles on the Self Help Articles page | The list view displays BMC Remedyforce knowledge articles only if the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected (Remedyforce Administration > Configure Self Service > Search). For more information, see Configuring search settings for Self Service. Knowledge articles are displayed in batches of 50 up to a maximum of 200 records. Considerations
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Display only suggested knowledge articles on the Self Help Articles page | When the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected, both popular and suggested knowledge (context-based) articles are displayed on the Self Help Articles page by default. To display only suggested knowledge articles,you must also select the Display Knowledge Articles and Service Requests based on client's services check box (Remedyforce Administration > Configure Self Service > General Self Service Settings). Suggested knowledge articles are displayed based on the services, configuration items (CIs), and assets that are linked to the client or the client's account. For more information, see Displaying suggested knowledge articles and service requests in Self Service. ConsiderationsNone |
Configuring settings for the list of common tickets
The following table lists the different ways in which you can configure the list of common tickets:
Goal | Details |
---|---|
Understand which common tickets are displayed on the Common Tickets page | Clients can view incident templates that you have selected for display in Self Service (Remedyforce Administration > Configure Self Service > Common Requests). For more information, see Configuring availability of common requests. Common tickets are displayed in batches of 50 up to a maximum of 200 records. ConsiderationsNone |
Configuring settings for the list of available services
The following table lists the different ways in which you can configure the list of services that clients can request:
Goal | Details |
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Configure categories to organize the list of available services | The Request a Service tile displays only those categories for which the Service Requests and Display in Self Service check boxes are selected (Remedyforce Administration > Configure Self Service > Category). For more information, see Managing categories. Considerations
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Configure the display of SRDs and child categories within a category | SRDs of child categories are displayed together with SRDs of the parent category only if the Show request definitions of the selected category and its child categories option is selected (Remedyforce Administration > Configure Self Service > Service Requests). If this option is selected, SRDs are displayed first and are then followed by the child categories. For more information, see Settings for service requests in Self Service. |
Enable clients to preview service requests | Clients can preview SRDs only if the Enable preview of service requests check box is selected (Remedyforce Administration > Configure Self Service > Service Requests). For more information, see Settings for service requests in Self Service. Considerations
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Configuring settings for tickets and service requests
In the Self Service mobile app, clients can submit, view, and manage tickets and service requests. This section describes the different ways in which you can configure tickets and service requests:
List view of submitted tickets and service requests
Goal | Details |
---|---|
Configure filtering of the list view based on the state of tickets and service requests | You can enable clients to filter tickets and service requests based on the following states:
To display these filter options, you must select the State or State and Status option for the Enable filtering of Tickets and Requests by setting (Remedyforce Administration > Configure Self Service > Incidents). For more information, see Configuring settings for incidents raised by clients. The list view of submitted incidents and service requests displays records in batches of 50 up to a maximum of 200 records. ConsiderationsNone |
Configure fields displayed in the list view | The SF1 – Self Service View Tickets field set in the Considerations
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Enable clients to view records created by other users | By default, clients can view records created by other users. To restrict clients from viewing records created by other users, hide the View > Others option by updating the value of the propShowOthersIncident_in_SelfService custom setting to False (Remedyforce Administration > Application Settings > Custom Settings). For more information, see Restricting record viewing permissions. ConsiderationsClients can view the following records of other users:
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Ticket form
Goal | Details |
---|---|
Configure fields that are displayed on the Ticket form | If you have created and assigned custom ticket layouts to different profiles, the field sets that are selected for each custom ticket layout control the fields that are displayed on the Ticket form. For more information, see Managing custom layouts for the Ticket form. Otherwise, configure fields on the Ticket form by updating the Self Service-Ticket Layout field set in the Considerations
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Enable clients to edit submitted tickets | In the Self Service mobile app, clients can only view submitted tickets. You cannot enable clients to edit submitted tickets. |
Request form
Goal | Details |
---|---|
Configure SRDs based on which clients can request a service | For information about creating SRDs, see Managing service request definitions. To display the Attachment icon for service requests, select the Attachment check box on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions). Considerations
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Add fields to gather the same set of information for all service requests | To gather the same set of information for all service requests, you can add fields to the out-of-the-box Salesforce1 - Service Request Panel field set in the This field set is specific to the Self Service mobile app. Considerations
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Add fields to show more information about service requests to clients | To show additional information about service requests, you can configure a field set for the Request form. Clients cannot modify fields in this field set. Select the appropriate field set in the Incident Field Set to show additional fields on the Service Request details page field (Remedyforce Administration > Configure Self Service > Service Requests). For more information, see Settings for service requests in Self Service. Considerations
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Enable clients to edit their submitted service requests that are open | You can enable clients to edit open service requests by selecting the Enable editing of submitted service requests check box (Remedyforce Administration > Configure Self Service > Service Requests). For more information, see Settings for service requests in Self Service. Considerations
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Submission of tickets and service requests of behalf of other users
Goal | Details |
---|---|
Enable clients to submit tickets and service requests on behalf of other users | You can enable clients to submit tickets or service requests on behalf of other users by selecting the appropriate option for the Submit Tickets/Requests On Behalf Of setting (Remedyforce Administration > Configure Self Service > General Self Service Settings). You can define users on behalf of whom clients can submit tickets or service requests:
For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings. ConsiderationsNone |
Notes and attachments for tickets and service requests
The Activity Timeline page displays the history of notes and attachments for tickets and service requests. Clients can view a maximum of 200 notes and attachments for each ticket or service request.
Goal | Details |
---|---|
Enable clients to add notes to tickets and service requests | Clients can add notes to open tickets and service requests only if the Allow clients to add notes to their incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents). For more information, see Settings for incidents submitted by clients. ConsiderationsNone |
Enable clients to add attachments to tickets and service requests |
The Attachments and Make Attachment Required in Self Service check boxes are available in the Provide Information section on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions). For more information, see Creating and configuring an SRD. Considerations
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Available actions for tickets and service requests
Goal | Details |
---|---|
Enable clients to reopen tickets and service requests | Clients can reopen tickets and service requests only if the Allow clients to reopen incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents). For more information, see Settings for incidents submitted by clients. ConsiderationsIf clients reopen tickets or service requests, linked closed tasks are not reopened. |
Enable clients to copy tickets and service requests | Clients can copy tickets and service requests only if the Allow clients to copy incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents). For more information, see Settings for incidents submitted by clients. Considerations
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Enable clients to close tickets and service requests |
ConsiderationsIf the Resolution field is already populated in a ticket, clients cannot update the resolution while closing the ticket. |
Configure display of the actions menu ( | ) on the Activity Timeline or Details page of submitted tickets and service requestsFrom the Activity Timeline or Details page of tickets and service requests, clients can use the actions menu ( ) to reopen, close, or copy tickets and service requests.Clients can perform these actions on tickets and service requests to which they have the required access. To display the actions menu ( ), you must enable at least one of the options (Reopen, Close, or Copy) for tickets and service requests.Considerations
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Setting picklist values to identify the incident source for Self Service Mobile application
You can identify the incidents created on Self Service Mobile application by adding distinctive values for it in the picklist.
If you add only one of the two Mobile values to the picklist, then the updated incident source value will be reflected only for that respective application.
For example, if only Mobile Self Service is added in the picklist value then records created from Self Service Mobile application will have the incident source as Mobile Self Service and records created through Self Service Analyst application will show a blank value in the Incident Source field.
To add picklist values, perform the following steps:
- Click Setup.
- Go to Objects > Incident > Incident Source.
- In the Value section, add the picklist values Mobile Self Service and Mobile.
- Click Save.
Note
For Non-English users, first add the English picklist values and then use the translation workbench for the Mobility source to translate to the required native language.
Configuring settings for CIs and assets views
Clients can submit tickets for the configuration items (CIs) or assets assigned to them. They can also view tickets related to a CI or asset.
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 50 CIs or assets are shown at a time in the list view. ConsiderationsNone |
Enable clients to filter the list view to see only CIs, only assets, or both CIs and assets | The options to filter the list view are displayed only if both the following check boxes are selected on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings page:
ConsiderationsThe display of CIs and assets in the list view is not based on the state of these two check boxes. At all times, both CIs and assets are shown in the list view. |
Configure fields that are shown in the list view and detail view of CIs and assets | The Salesforce1 Self Service - List View field set in the The Salesforce1 - BaseElement Details field set controls the fields that are displayed in the detail view. For more information, see Configuring field sets for list views and forms. ConsiderationsNone |
Configuring field sets for list views and forms
The following table lists the fields sets that control the fields that are shown in the list views and forms in the Self Service mobile app.
List view or form | Field Set |
---|---|
Tickets and Requests list view | SF1 – Self Service View Tickets (in the Incidents object) |
Ticket form | Self Service-Ticket Layout (in the Incidents object) |
Request form | Salesforce1 - Service Request Panel (in the |
CIs, assets, and services list view | Salesforce1 Self Service - List View (in the Base Element object) |
CIs, assets, and services detail view | Salesforce1 - BaseElement Details (in the Base Element object) |
To configure field sets for list views and forms
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
- On the Create and Edit Objects, from the Objects list, select the appropriate object and then click Field Sets.
- In the Field Sets section, in the Action column for the appropriate field set, click Edit.
- Perform the following actions:
- To add a field, drag the preferred fields from the object palette to the In the Field Set list.
- To remove a field, click the field and then click .
You can rearrange the fields by dragging them to the appropriate position. The order in which fields are displayed in the list view depends on the order in which the fields are arranged in the In the Field Set list.
- Click Save.
Related topics
Enabling Self Service on Salesforce1 Mobile App
Settings for configuring Self Service
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