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Note

 

This documentation supports the 20.19.01 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

BMC Remedyforce 20.19.01 ... Administering Configuring Self Service Settings for configuring Self Service

General settings for Self Service

The settings that are applicable to Self Service for all the users are provided on the Remedyforce Administration > Configure Self Service > General Self Service Settings page.

The following table describes the configuration settings that are provided on the page:

Configuration settingsDescription
Knowledge articles have precedence over service requests in the layout

Select this check box to enable clients to view knowledge articles before Incident templates and service request definitions in Self Service.
If you select this check box, the following precedence is established:

  • The Popular Self Help Articles tab appears on the left and the Common Service Requests tab appears on the right on the Self Service home page.

  • When you perform a search, the Self Help Articles tab appears before the Tickets, Service Requests, and Web tabs in the search results.

Note: In Self Service, the knowledge articles are sorted based on the count in the Used in Self Service # and Viewed in Self Service # fields of the knowledge articles. The Viewed in Self Service # count increments by 1 each time Self Service users view a knowledge article. The Used in Self Service # count increments by 1 each time Self Service users submit feedback that the article has met their needs. The count of the Used in Self Service # field has higher weightage than the Viewed in Self Service # field.

Display knowledge articles segregated by categories

Select this check box to display the knowledge articles under the respective categories. You can sort the list based on the title of the articles.

For more information, see Displaying knowledge articles segregated by categories.

Show suggested knowledge articles and service requests based on client's services

For more information, see Displaying suggested knowledge articles and service requests in Self Service.

Show linked tasks with submitted records

Select this check box to show the tasks linked to a ticket or service request in Self Service. Linked tasks will be shown in the Files section of a record. Linked tasks will also be shown in the list view on the Tickets and Requests page when a user selects a record.

You can configure the Task fields whose data is displayed in Self Service. By default, fields available in the Column Headers field set are shown. To select another field set, use the Field set to show columns in the Task tab on the Tickets and Service Requests pages list.

For the tasks that you want to show in Self Service, select the Display in Self Service field. By default, this field is not shown on the Task details page on the Remedyforce Console tab. You must make the field available in the Console - Task Details field set.

Site URL of Self Service

The Self Service website URL is used when performing following actions:

  • When a staff member shares a link to an incident with a client in an email message. When the client clicks this link, the Self Service view of the incident is displayed.
  • When a staff member copies a link to a knowledge article in the Resolution field of an incident. The client can use this link to see the knowledge article in Self Service.
  • 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.   

Note: To provide direct links to components, ensure that you enter the URL of the Self Service website in this field. For more information, see Providing direct links for Self Service components.

Lookups

  • Number of fields in default view: Select the value from this drop-down to display the required number of fields in the default view.

    Note

    For the User object, the email field and the user profile picture are displayed as default.

  • Number of fields in expanded view: Select the value from this drop-down to display the required number of fields in the expanded view.

    Note

    For the Category object, category hierarchy is displayed in the default and expanded view.

  • The total number of fields displayed on the form are the combination of default view and expanded view fields.
    If there is no value in any of the lookup fields, the field is not displayed on the form; however, the field is counted in the number of fields to be displayed list.

  • Users require access to view the configurable lookup fields and these fields are not counted in the number of fields to be displayed list.

Notes

  • You must configure the Base Element (All) list view from the CMDB list view customization instead of Column Headers field set.
  • When you create a lookup field on a custom object, you must create a field set with the API name LinkRecords on that custom object, so that the custom fields are displayed in the lookup data.
  • Rich Text Area fields are not supported.

  • Labels: Select if you want to display labels for the fields in the default view and expanded view.

Note

In Self Service 3.0, the search text entered in a lookup field is matched only in the Name field of records of all objects except for the User object. For the User object, the search text is matched in the First Name, Last Name, Full Name, and Username fields of all records.

Manage Approvals (All the settings under Manage Approvals will be available only while configuring self service 3.0)

Show approvals for only Remedyforce objects

Select this option to display the pending approvals of only the Remedyforce objects (Incident, Service Request, Task, Broadcast, Release, Problem, Base Element, and Knowledge Article) in the Pending Approvals section.

If this setting is unchecked, the clients will see objects from Salesforce applications, applications from other vendors, or any other custom applications.

Show approval historySelect this option to make the approval history available to the clients.
  • When you select this setting, the Approval History link will be displayed to the clients for the records in the Pending Approvals section.
  • The popup window for Approval History will display the list of all approvers, approval status, submitted date, and approvers’ comments.
Enable record access from approval list

Select this option to enable the clients to see the parent record details, attachments, and notes for the records in the Pending Approvals section.

  • When you select this setting, the Show Record link will be displayed to the clients for their records. The link will be shown only for Remedyforce object records.
  • The Show Record link will display a pop-up window with details of the parent record fields and values in read only mode.
  • Below the Details section, the Attachments and Notes section will be displayed. New attachments can be added along with the existing ones.

Notes:

  • Notes are supported for the modules Incident, Broadcast, Problem, Change Request, Release, Task, and Base Element objects.

  • The Show Record link is enabled only in the following cases:

    • When client has access to the parent record.

    • When the Mobile Approval Fields fieldset is present on the parent object (except for Incident and Service Request records).

  • Client will see notes to the incident and service request only when the setting Allow clients to add notes to their incidents from Configure Self Service > Incident page is enabled. Also, the client will see the attachments attached to the service request only when the attachments setting is enabled in Service Request Definition.


Submit Tickets/Requests On Behalf Of

This setting is applicable to users of Salesforce Platform only. Based on this setting, you configure on whose behalf your users should be able to submit tickets or requests. The following options are provided:

  • All Users that are below in the role hierarchy: Select if you have configured role hierarchy in your organization and you want to enable clients to submit tickets or requests on behalf of users below in their role hierarchy.
  • All users that belong to same Account: Select if you have configured accounts in your organization and you want to enable clients to submit tickets or requests for all users of the same account.
  • All users: Select if you want to enable all users to submit tickets or requests on behalf of each other.

In addition, you must consider some important points before selecting an option. For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings.

 Tickets or requests shown to clients in Self Service are not configured by this setting. For more information, see Rules for record display in Self Service.

Remedyforce Chat settings

You must also perform additional steps to enable Remedyforce Chat for clients and staff member. For more information, see Configuring BMC Remedyforce Chat.

  • Enable Chat for Self Service web portal: Select this check box to enable Remedyforce Chat for clients in the Self Service.

    The Self Service can be accessed from the Remedyforce Self Service and SelfService(Beta) tabs.

  • Enable Chat for Self Service Mobile: Select this check box to enable Remedyforce Chat for clients in Self Service on Salesforce1 Mobile App (Self Service mobile app).

  • All Accounts or Selected Accounts

    This setting is applicable to Remedyforce Chat in the Self Service mobile app.

    • All Accounts: Select this option if you want to enable Remedyforce Chat for all client accounts.
    • Selected Accounts: Select this option if you want to enable Remedyforce Chat for selected client accounts.

  • Enable Pre-Chat form: Select this check box if you want to enable clients to enter a category and their query before initiating a chat. If clients select a category on the Pre-Chat form, the chat can be assigned based on suggested owners configured for the selected category.
    This setting, along with the Show 'None of the above' as a Category on the Pre-Chat form setting, is applicable to Remedyforce Chat for the Self Service website and the Self Service mobile app.

  • Show 'None of the above' as a Category on the Pre-Chat form: Select this check box to enable clients to select None of the above as an option from the Category list on the Pre-Chat form. If clients select this check box, the chat is assigned to any available staff member.
Status values that are actionable for clientsYou can select Status values of tickets or service requests that are highlighted in Self Service. For each record that have one of the selected Status values, a flag is displayed to highlight that there is an action required by client.

Considerations for Submit Tickets/Requests On Behalf Of settings

The Submit Ticket/Requests On Behalf Of feature enables Salesforce Platform license users to submit tickets and requests on behalf of users that are above them in the role hierarchy. It also enables users to submit tickets and requests on behalf of users that are linked to the same Self Service account.

Note the following important points about the Submit Tickets/Requests On Behalf Of settings:

  • These settings are applicable for Salesforce Platform license users only. Users with Customer Portal license can only submit tickets or requests on behalf of clients who are lower than them in the role hierarchy.
  • If none of the check boxes are selected, the On Behalf Of lookup field is not displayed in Self Service.
  • Users listed in the On Behalf Of lookup field options depend on the organization-wide default (Setup > Security Controls > Sharing Settings) access for the User object.
  • Users with any of the following license types cannot submit a ticket or a request on behalf of other users:
    • Chatter Free
    • Chatter External
    • Authenticated Website
    • High Volume Customer Portal
    • Overage Authenticated Website
    • Overage High Volume Customer Portal
    • Community Plus User
    • Partner Community User
  • In Self Service, if the logged in user is linked to an account that has users with following licenses, both types of license users are displayed in the On Behalf Of lookup field.
    • Customer Portal
    • Salesforce Platform

Rules for record display in Self Service

On the Tickets and Request tab, in the Self list, Clients can see the tickets and requests that they have raised. The records that you submit on behalf of other clients are shown in the Others list.

In addition to the records that clients submit on behalf of other clients, more records are displayed in the Others list. The records that clients see in the Others list depends upon role hierarchy. The following records are shown to clients in the Others list based on role hierarchy:

Records shown in the Others listRole hierarchy

Records submitted by a client on behalf of other clients (even above in the role hierarchy)

Records submitted by clients below in the role hierarchy

Configured
Records submitted by clients on behalf of other clientsNot configured

While configuring role hierarchy, if you have configured sharing rules to show or hide records of other users, the sharing rules are applied in the Others list.

Clients can edit all records shown in the Others list. If a client submitted a record on behalf of another client, only the submitter and the client for whom the record was submitted can edit the record. However, only the submitter of the record can edit value of the On Behalf of field.

You can restrict showing of the Others list. For more information, see Restricting record viewing permissions.

Related topic

Segregating users and configuration data

 

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Last modified by Sirisha Dabiru on Jun 22, 2021
administration my_domain actionable_status settings_self_service configuration_settings_self_service considerations_submit_a_ticket_settings considerations_on_behalf_of_settings rules_for_record_display_self_service general_settings_for_self_service self_service knowledge_articles_over_service_request knowledge_articles_by_categories linked_tasks_with_submitted_records site_url_of_self_service lookups_in_self_service manage_approvals approval_history chat_settings tickets_or_requests_on_behalf_of_others

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