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Settings for service requests in Self Service

To enable clients to submit service requests, you must configure request definitions that act as templates to submit a service request in Self Service or the Remedyforce Console. For creating and configuring request definitions see Creating and configuring an SRD. Additional settings to configure behavior of service requests in Self Service are provided on the Remedyforce Administration > Configure Self Service > Service Requests page.

Note

All the settings on this page are supported in Self Service 2.0. However, 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 explains the settings that control service request behavior in Self Service:

SettingDescription
Display service request definitions and incident templates together

Select this setting if you have well-defined incident templates and service request definitions in your organization. Even after you enable this setting, the Request a Service tab continues to show only the service request definitions.

Enable service requests to be saved as drafts

Select this when you want the clients to save their service requests as drafts. Once enabled, the clients can access the draft to edit or submit the service request.

Note:

If you are enabling this setting, it is recommended not to keep the required fields at the object level, otherwise the users are forced to provide values for such fields even while saving the drafts. Keep them required at the fieldset level in the Request Detail.

Enable My Cart

If you enable My Cart, clients can keep adding service requests to their cart and submit multiple service requests together. The Save to Cart and Add to Cart buttons are displayed when clients are submitting or previewing a service request. Enabling my cart also enables clients to update multiple service requests at the same time. This setting is not applicable to Self Service 3.0.

Notes:

  • If you clear the Enable My Cart check box when Self Service users have service requests in their cart, the Self Service users cannot check out these service requests because the My Cart icon is not available to them.
  • If no active, online, available (the End Date has not occurred), and entitled service request definitions exist, the My Cart icon does not appear in Self Service even if you select this check box.
Use the fields from Service Request Right Panel and Left Panel field set instead of Request Details Self Service 3.0 in Self Service 3.0

You had added custom fields to the Service Request Left Panel and Service Request Right Panel field sets to display these fields on all service requests. Self Service 3.0 supports one column layout only. In Self Service 3.0, these fields continue to be displayed in one column where fields of the Service Request Left Column are displayed first and then fields of the Service Request Right Column field set are displayed.

If you want to update the order of display of these fields in Self Service 3.0, add those fields in the required order to the Request Details Self Service 3.0 field set and clear this check box.

Enable preview of service requests

Select the check box to show more information about a request definition to clients, such as description, images, price, and quantity. Such information helps clients decide which request definition best suites their purpose. 

This setting is not applicable to Self Service 3.0. However, the Rich Text Format (RTF) description field is displayed to show description of service requests. To display the RTF description in the search results, see Displaying RTF field description in service requests search.

Enable editing of submitted service requests

If a service request is pending for approval, then the clients cannot edit the request. Clients can edit the request under any of the following conditions:

  • An approval for the service is rejected or recalled.
  • There are no approvals, tasks, or change requests associated with the service request.

By default, when a client edits a submitted service request, the incident template used in the service request definition is not applied to the service request. However, if you want to reapply the incident template to the edited service request, create the AllowReapplyingTemplateValuesonEdit custom setting and set its value as True. For more information, see Managing custom settings.

On the Service Requests tab, when users select a category in the category tree:

  • Show request definitions of the selected category
  • Show request definitions of the selected category and its child categories 

If you have large number of request definitions for each category, to make it easier for clients, select Show request definitions of the selected category. However, if you want clients to navigate less through each category, you can show request definitions of child categories with the parent category by selecting Show request definitions of the selected category and its child categories.

Only those categories for which request definitions are created and are enabled for Self Service are shown on the Self Service > Request a Service tab.

Card height for SRD preview having Rich Text Description You can set the height of the card to show the description on the Categories and search results pages. The height can vary from 50 to 500 pixels.

Incident Field Set to show additional fields on the Service Request details page

After submitting a service request, clients do not get more information about the progress or resolution. To show more information about the service request, perform the following actions:

  1. Identify information that you want to show to clients, such as the Resolution and Status fields. 
  2. Add those fields to a new field set or edit an existing field set of the Incident object.
    Ensure that client profile (such as ServiceDesk Client) has Read access to the fields that you are adding to the field set. Clients cannot see the fields on which client profile does not have access. These fields are shown as read only in Self Service. Clients cannot modify these fields. 
  3. Select the field set from the Incident Field Set to show additional fields on the Service Request details page list.
  4. (Optional) From the Service Request Field Set Layout list, select the number of columns in which you want to show fields of the selected field set. In Self Service 3.0, all fields appear in one column. Therefore, this option is not applicable to Self Service 3.0.

The information entered in this field is shown in Self Service as read only in the <Field set name> section on the Service Request details page. When a client edits a record, these fields are not displayed.

Self Service Mobile
Enable preview of service requests

Select the check box to show more information about a request definition to clients, such as description, images, price, and quantity. Such information helps clients decide which request definition best suites their purpose. 

This setting is not applicable to Self Service 3.0. However, the Rich Text Format (RTF) description field is displayed to show description of service requests. To display the RTF description in the search results, see Displaying RTF field description in service requests search.

Displaying rich text description for service requests in search results 

To display the Rich Text Format (RTF) description for service requests in search results, add the Description field of type Text Area (Rich) to the Self Service: Service Request Details fieldset of Request Definition object. Note that fieldset related configurations are not supported in Lightning Experience. To make fieldset related configurations, you must switch to the Classic view.

To add fields to the fieldset

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects > Create and Edit Objects.
  3. In the Object field, click All Custom Objects.
  4. On the Custom Objects page, search for Request Definition object and click it.
  5. Go to the Field Sets section and click Edit for Self Service: Service Request Detail.
  6. Select and drag the Description field of type Text Area (Rich) from the object palette and drop it to the In the Field Set list. You can also add the Description field for the plain text, but priority is given to the rich text field if it contains a value.
  7. Click Save.

Related topics

Settings for configuring Self Service



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