Configuring the Preferred Contact Method list for clients

By default, the Preferred Contact Method list provides the following options:

• Email
• Work Phone
• Mobile Phone

You can add more options, such as Communicator, to the list by adding picklist values to the Preferred Contact Method custom field of the Incident object.

To allow Self Service clients to provide their preferred contact method while reporting issues or requesting services, you can add the Preferred Contact Method list to the Self Service field sets.

The following topics are provided:

To configure the Preferred Contact Method list for clients

1. Click the Remedyforce Administration tab.
2. On the Home page, click Manage Objects tile, and from the menu, select Create and Edit Objects.
3. From the Object list, select Incident, and then click Custom Fields and Relationships.
4. In the Field Label column of the Custom Fields & Relationships section, click Preferred Contact Method.
5. In the Picklist Values section, click New.
6. To create a new picklist value for the Preferred Contact Method field, type the required value.

7. Click Save.
   

   Note

   The Preferred Contact Method list is available on Incident and Request Detail object. The Preferred Contact Method list on the Incident object appears on the form for requesting issues in Self Service. The Preferred Contact Method list on the Request Detail object appears on the form for requesting services in Self Service. BMC recommends that the picklist values for both these fields should be the same. If you add or modify the values for Preferred Contact Method list on the Incident object, make the same changes for the Preferred Contact Method list on the Request Detail object.

    

To allow Self Service clients to provide their preferred contact method while reporting an issue from an Incident template and while requesting a service from the available service requests, perform the following actions:

To allow clients to provide their preferred contact method

1. Navigate to Setup > Create > Objects.
2. In the Label column, click Incident.
3. In the Field Sets section, in the Action column for the required Self Service field set, click Edit.
4. The following Self Service field sets are available:
   • Self Service: Service Request Left Panel
   • Self Service: Service Request Right Panel
5. From the object palette, drag the Preferred Contact Method field to the In the Field Set list.
6. Click Save.
   To allow clients to provide their preferred contact method while requesting a service, repeat step 2 to step 6 for the Request Definition object.
7. Click the Remedyforce Administration tab.
8. On the Home page, click the Application Settings tile, and from the menu select Form Assignment.
9. From the Form to Assign list, select Self Service: Service Request.
10. In the Assign Standard Form list, select the profiles to which you want to assign the Self Service: Service Request.
11. To move the selected profiles from the Assign Standard Form list to the Assign Custom Form list, click the right arrow.
12. Click Save.
    Users of the selected profiles view the Preferred Contact Method list in Self Service on the form for reporting issues and on the form for requesting services when they log on to Self Service. The custom form is not displayed for currently logged-on users of the selected profiles.