Configuring Self Service tiles

You can configure the tiles that are displayed in Self Service and the order in which these tiles appear on the Self Service home page. BMC Remedyforce provides out-of-the-box tiles for tasks such as submitting a ticket, requesting a service, and contacting the service desk. However, you can also create tiles to provide access to your custom Visualforce pages or other web-based applications.

For example, you can create a custom tile that links to your web-based application for resetting passwords. Also, if you support multiple vendors for travel-related activities, you can create a Travel tile and add links to the websites of all the vendors.

You can create 10 custom tiles, and for each tile you can define a maximum of 10 links. To display custom tiles in Self Service, you must create at least one link for the tile.

The following topics are provided:

To create custom tiles

You can create custom tiles to enable Self Service clients to easily access your custom Visualforce pages or other web-based applications. You can create a maximum of 10 custom tiles.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu select Tile Visibility and Order.
3. In the Self Service Tiles section, click .
4. (Optional) To hide the custom tile in Self Service, in the Visible column, clear the check box. By default, the check box is selected and the custom tile is displayed in Self Service.
5. If the check box is selected in the Visible column, perform the following actions to add links for the custom tile:
   1. In the Custom Tile Links area, click .
   2. Enter the name and URL of the custom link.
   3. (Optional) In the Description field, enter the text that you want to display as a tooltip in Self Service.
   4. To add more links, repeat step a to step c.

   5. To configure the display order of the links, select a link and click or

      Note

      To display a custom tile in Self Service, you must add at least one link for the tile. You can create a maximum of 10 links for each custom tile.

6. (Optional) In the Order # column, change the order number for showing the custom tile in Self Service.
   By default, the next order number in the sequence is assigned to the custom tile. For example, if the last order number assigned to the existing tiles is 8 and you add a custom tile, the order number that is assigned by default to the new tile is 9.

   Note

   The order number for each tile must be unique. If you select an order number that is already assigned to another tile, the order number for that tile and the subsequent tiles in that sequence is increased by one. For example, if you have assigned order numbers 1 to 5 for your existing tiles, and you change the order number for the new custom tile to 4, the order number for the last two tiles in the existing sequence changes to 5 and 6.

7. Click .

To create links for custom tiles

To display a custom tile in Self Service, you must add at least one link for the tile. You can create a maximum of 10 links for each custom tile. You can add links while you are creating a custom tile or add more links later for an existing custom tile.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. Select the custom tile for which you want to add a link.
4. In the Custom Tile Links area, click .
5. Enter the name and URL of the custom link.
6. (Optional) In the Description field, enter the text that you want to display as a tooltip in Self Service.
7. To add more links, repeat step 4 to step 6.
   To configure the display order of the links, select a link and click  or  
8. Click .

To configure visibility and display order of tiles

You can configure the out-of-the-box and custom tiles that are displayed in Self Service and the order in which these tiles are displayed.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. To display a tile in Self Service, in the Visible column, select the check boxes for the required tiles.

4. In the Order # column, select the display order number.
   Provide an order number to all the tiles for which you are selecting the check box in the Visible column. Do not miss or repeat an order number. For example, do not select order number 4 for two tiles.

   Note

   For the Self Service mobile application on Salesforce1 platform, to display the Common Tickets tile, select the check box for the Submit a Ticket option and provide the order number as required.

5. In the Direct Link column, click .
   You can embed the direct links on your intranet or send it by using an email message. For more information about using the direct links, see Providing direct links for Self Service components.

   Note

   You can embed direct links only for out-of-the-box Self Service tiles.

6. Click .

7. In the confirmation dialog box, click OK.

   Note

   Tile visibility also depends on feature enablement and user license. For example, the Post to Chatter and Manage Approvals tiles are not visible to users with a Customer Portal Manager license. The tile visibility that you define for Self Service is also applicable for the BMC Remedyforce mobile application. However, the Top Requests, Log out, and Help options are always visible in the mobile application. The display order that you define for Self Service is not applicable for the mobile application.

To delete custom tiles

You can delete custom tiles that are no longer required. When you delete a custom tile, the links associated with that tile are also deleted.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Tile Visibility and Order.
3. From the list of tiles, select the custom tile that you want to delete.
4. To delete the selected tile, click .
5. To save your changes, and click .