Configuring service request settings for Self Service

Select this setting you have well-defined incident templates and service request definitions in your organization. The Request a Service tab will continue showing only service request definitions.

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.

Note: If Self Service users have service requests in the My Cart icon and you clear the Enable My Cart check box, 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.

Clients will be able to edit a service request only if there is no approval needed or all approvals for the service request are pending or rejected and the fulfillment process has not started (no change requests or tasks have been created).

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 in the Self Service > Request a Service tab.

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:

• Identify information that you want to show to clients, such as the Resolution and Status fields. 
• 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 make any modification to these fields. 
• Select the field set from the Incident Field Set to show additional fields on the Service Request details page list.
• (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.

This information 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 shown.