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Managing custom layouts for the Ticket form


Notes

  • Custom layouts are supported in both Self Service 2.0 and 3.0. 
  • In Self Service 3.0, only one-column layout is supported.
  • If you installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 in the Remedyforce Self Service tab. However, if you upgrade to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 in the Remedyforce Self Service tab and also get the option to upgrade to Self Service 3.0. 

In Self Service, when users create or edit a ticket, the form displays the Tickets Default Layout. This layout includes a predefined section and fields for capturing the ticket details. 

You can create custom layouts to customize the sections that are displayed on the Ticket form for different profiles. When you create a custom layout, you can perform the following actions:

  • Define the sections that are displayed on the form.
  • Define the order in which the sections are displayed on the form.

After you have created custom layouts, you can assign them to the appropriate profiles. For information about assigning custom layouts, see Creating, editing, and assigning a custom layout.

Note

If you are upgrading to version 20.14.02 from a previous version, you must select the Enable and Use the Tickets Layout check box to use the custom layouts.

For example, the tickets submitted by the IT and the HR departments of a company must be assigned to different queues. Also, each department needs to capture a different set of details when creating a ticket. To customize the Ticket form that is displayed for each department, you must perform the following actions:

  • Create two custom field sets (IT Ticket Details and HR Ticket Details) on the Incident object, and add the required fields in the field sets.
  • Create two custom layouts for the Ticket form. In the custom layout for the IT department, add the IT Ticket Details field set. In the custom layout for the HR department, add the HR Ticket Details field set.
  • Assign a queue for the tickets created from the custom layout for each department.
  • Assign the custom layouts to the profiles of the two departments.

The Ticket form in Self Service displays the IT Ticket Details section for IT department users only, and the HR Ticket Details section for HR department users only. Also, the tickets submitted by the two departments are assigned to selected queues.

You can also customize the default layout by adding custom fields to the existing field sets or by creating and adding new custom field sets. However, any changes that you make to the default layout are available for all profiles.

Note

As a system administrator, you can configure Smart Suggestions for Self Service only in the ticket layout of Self Service 2.0. For more information, see Configuring Smart Suggestions for Self Service.

Creating, editing, and assigning a custom layout

You can create a custom layout for the ticket form displayed in Self Service.

Note

If you are upgrading to version 20.14.02 from a previous version, you must select the Enable and Use the Tickets Layout check box to use the custom layouts.

The custom layout for the Ticket form can include an out-of-the-box field set (Self Service - Ticket Layout) or any custom field set that is created on the Incident object.

Before you begin

create custom field sets and layouts, review the existing fields on the object. Based on your requirements, you can create additional custom fields and field sets. For information about creating custom fields, see Salesforce Help. For information about creating custom field sets, see To create a custom field set.

To create, edit, and assign a custom layout

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Tickets Layout.
  3. From the Layout list, select the required column layout.
    Self Service 3.0, supports only one-column layout.
  4. In the Assign Layout section, click Create/Edit Layout.
  5. On the Layout: Ticket tab, perform one of the following actions:
    • To add a custom layout, click New.
    • To edit an existing custom layout, select the custom layout from the Layout Name column.
  6. In the Layout Name box, specify the name of the custom layout.
  7. From the Available Field Sets column, select the required field sets and add them to the Selected Field Sets column.
    You can add a up to 10 field sets to a layout. Only the Self Service - Ticket Layout field set is available out of the box.
    For information on removing fields from a layout, see To configure ticket layouts for creating and viewing tickets.
  8. To configure the display order of the field sets on the Incident form, use the arrow icons to order the field sets in the Selected Field Sets column.
  9. Click Save.
    On the Ticket Layout tab, to show the new custom layout in the Assign Layout section, click Refresh.
  10. On the Ticket Layout tab, from the Assign Tickets created from this layout to Queue list, select the required queue.

    Notes

    • The queue selected from the Assign Tickets created from this layout to Queue list takes precedence over the queue selected in the Incident assignment to queue list.
    • If you do not select a queue for the layout, the tickets are assigned to the default queue that is selected from the Incident assignment to queue list on the Remedyforce Administration > Configure Self Service > Incidents tab.
  11. From the For Selected Profiles list, select the required profile.
  12. From the Assign Layout list, select the required layout.
  13. Click .

Deleting a custom layout

You can delete custom layouts based on your requirements. If you delete a custom layout that is assigned to a profile, the default layout for the Ticket form (Ticket Default Layout) is assigned to that profile. To delete a custom layout, you must perform following steps:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service arrow and select Tickets Layout.
  3. In the Assign Layout section, click Create/Edit Layout.
  4. On the Layout: Ticket tab, from the Layout Name column, select the custom layout that you want to delete.

    Note

    You cannot delete the default layout for a form.

  5. Click Delete.

To configure ticket layouts for creating and viewing tickets

You can exclude the Resolution and the Open Date fields from the Submit ticket and Copy ticket layouts in Self Service 3.0.

The accessibility of this feature will be irrespective of the selected profile or layout. Also, the configuration of this setting will not affect the configuration of layouts for Self Service 2.0.

To exclude fields, perform the following steps:

  1. Go to Remedyforce Administration > Configure Self Service > Ticket Layouts page.
    The check box to opt in this setting will be added on the Ticket layouts page.

  2. Select the setting Enable field exclusion in the ticket create mode.
    The link Configure fields gets enabled.

  3. Click the Configure fields link.

    This opens the Exclude Fields While Create Ticket fieldset on the Salesforce standard configuration page, in a new window. The Resolution and the Open Date field will be present in the fieldset. In addition to these, you can also add other fields that you want to exclude.


  4. Click Save.


Notes

  • The fields will be excluded from all the entry points in Self Service 3.0 where the Submit ticket or Copy ticket option is available.

  • The following conditions will be observed if the excluded fields are required fields or part of a template:
    • If these fields are marked as required fields and no default value has been set at the object level, then an error message will be seen.
    • If these fields are marked as required fields at the fieldset level, the error message will not be seen and ticket will be submitted.
    • If these fields are part of the ticket form that is submitted using a template, the clients will not see them but the value will be set as per the template.

  • This feature is supported for the Self Service on Salesforce 1 Mobile Application and Submit Ticket Lightning Component.


Related topics

Configuring Smart Suggestions for Self Service

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