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Settings for incidents submitted by clients

On the Remedyforce Administration > Configure Self Service > Incidents page, you can configure the settings related to the incidents submitted by clients in Self Service.

Note

All the settings on this page are supported in Self Service 2.0. However, a few of these are not supported in Self Service 3.0. For all the settings that are not supported in Self Service 3.0, it is mentioned in the Description column of the table shown in this topic.

If you have installed BMC Remedyforce Winter 17 (20.17.01), you get Self Service 3.0 on the Remedyforce Self Service tab. However, if you have upgraded to BMC Remedyforce Winter 17, you continue to get Self Service 2.0 on the Remedyforce Self Service tab and you also get the option to upgrade to Self Service 3.0.

The following table describes the settings available on the page.

SettingDescription
Incident assignment to queue

Enables you to assign a default queue for all new incidents and service requests created in Self Service.

Allow clients to close their incidents

  • Incident resolution is required
  • Incident resolution is not required

Enables clients to close incidents and service requests that they have created. Select a check box and modify the Solution field in the service request, depending on the selection of one of the following options:

  • To allow users to close an incident or service request only after entering a solution in the Solution field, select Incident resolution is required.
  • To allow users to close an incident or service request without entering a solution in the Solution field, select Incident resolution is not required.
    While customizing the Self Service: Service Request form, if you remove the Resolution field from the In the Field Set list and select the Incident Resolution Required option, the Resolution field is not mandatory while closing the service request.

Note:

The client cannot edit the Resolution field if the field contains values.

Allow clients to copy incidentsEnables clients to copy existing incidents and service requests.
Allow clients to reopen their incidents

To allow users to reopen incidents and service requests that they have closed. This option is also applicable for BMC Remedyforce Salesforce1 mobile app.

Show 'Submit a Ticket' link

Provides the Submit a Ticket link on the Service Request, Self Help Article, and Self Service Search tabs. This setting is not applicable to Self Service 3.0.

Allow clients to create incidents from broadcastsEnables clients to create an incident from a broadcast. This setting is not applicable to Self Service 3.0.
Allow clients to add notes to their incidentsEnables clients to add notes to their incidents.
Limit closed incidents (recently completed requests) to

Enables you to limit the number of closed incidents and service requests that are displayed to clients. If you clear this check box, clients can view all closed incidents and service requests. In the Days field, type the required number of days. Self Service limits the display of closed incidents and service requests to only incidents and service requests that are closed in the specified number of days.

Enable filtering of Tickets and Requests by

Enables clients to filter records in Self Service based on the following options:

  • Status: If you select this option in Self Service, users can use the Status list to filter the records.
  • State: If you select this option in Self Service, users can use the State list to filter the records.
    If you want to display the State field in the list view, you must add the State field to the Self Service: View Tickets and Requests field set of the Incident object.
  • Status and State: If you select this option, in Self Service, the users can use both the options to filter the records. In this case, the records are first filtered based on the value selected in the State list and then the records are filtered based on the value selected in the Status list.

Note:

When clients search for a record, the search is performed only on the filtered records.

Search result actions

Enables submitting a ticket or a service request from Self Service 3.0 Search page by showing the respective buttons. Select one of the following options:

  • Show 'Submit Ticket': Shows the Submit  a Ticket button to submit a ticket.
  • Show 'Submit Request': Shows the Submit a Request button to submit a service request. Select the service request defintion that should be used by clients to submit the request.
  • None: Does not display any button on the Search page.

Related topics

Configuring Self Service



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