Configuring settings for incidents raised by clients

You can configure settings that are related to the incidents raised by clients in Self Service.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu select Incidents.
3. To assign a default queue for all new incidents and service requests created in Self Service, click the Incident assignment to queue list, and from the Select From Queue window, select the required queue.
4. To allow users to close incidents and service requests that they have created, select the Allow clients to close their incidents 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.
   This option is also applicable for BMC Remedyforce mobile application.
5. To allow users to copy existing incidents and service requests, select the Allow clients to copy incidents check box.
6. To allow users to reopen incidents and service requests that they have closed, select the Allow clients to reopen their incidents check box.
   This option is also applicable for BMC Remedyforce mobile application.
7. To allow users to create an incident from the Service Request tab, Self Help Article tab, and Self Service Search tab, select the Show 'Submit a Ticket' link check box.
8. To allow users to create an incident from a broadcast, select the Allow clients to create incidents from broadcasts check box.
9. To allow users to add notes to their incidents, select the Allow clients to add notes to their incidents check box.
10. To limit the number of closed incidents and service requests that are displayed to users, select the Limit closed incidents (recently completed requests) to check box.
    If you clear this check box, clients can view all closed incidents and service requests.
11. 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 entered number of days.
12. To allow client to filter the records on the Tickets and Requests tab, select the required option for the Enable filtering of Tickets and Requests by:
    1. Status: If you select this option, on the Tickets and Requests tab in Self Service, the users can use the Status list to filter the records.
    2. State: If you select this option, on the Tickets and Requests tab in Self Service, the users can use the State list to filter the records.
       If you want to display State field in the Tickets and Requests list view, you must add the State field to the Self Service: View Tickets and Requests field set on the Incident object.

    3. Status and State: If you select this option, on the Tickets and Requests tab 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 again based on the value selected in the Status list.
       
       

       Note

       If you search for a record, the search is performed only on the filtered records.

13. Click Save.
14. In the confirmation dialog box, click OK.