Providing direct links for Self Service components
As a system administrator, you can provide direct links for the various components in Self Service. You can embed these direct links on your intranet or send the links via email and instant messengers.
For example, if you have a service request definition to request for an iPhone, you can provide a link to that service request definition on your intranet or send the link via email. Users can request an iPhone by using this link. Similarly, you can also provide direct links to self-help articles, tiles, and templates.
The direct links for the Self Service components are generated by using URL entered in the Site URL of Self Service field (Remedyforce Administration > Configure Self Service > General Self Service Settings).
The following topics are provided:
Considerations for Customer Portal license users and Salesforce Platform license users
Based on the user license types, the behavior of the embedded Self Service components and direct links differs. Following are the considerations for the Customer Portal license users and the Salesforce Platform license users when they click on the embedded components or direct links:
- If the users are not logged on, they need to log on to the application. The Customer Portal license users are redirected to the Self Service site login page and the Salesforce Platform license users are redirected to the Salesforce.com login page.
- If the users are not authenticated and they try to access component or direct link, they are redirected to the login page based on their license type.
- If the users switch browsers to access a component or direct link, they must log on to the application again. For example, if a user is logged on to the application in the Internet Explorer and tries to access the component or direct link in the Chrome browser, the user must log on to the application again in the Chrome browser.
The Salesforce Platform license users must log on to the Self Service site each time they access a direct link to a component. To resolve this issue, you must update the Self Service Site URL field (Remedyforce Administration > Configure Self Service > General Self Service settings ) in this format.<Salesforce.com-instance>.visual.force.com.
List of Self Service components
The following table lists the Self Service components for which you can provide direct links:
How to navigate
Out-of-the-box tiles in Self Service
Enables clients to open tile forms.
Remedyforce Administration > Configure Self Service > Tile Visibility and Order
Service Request Definition
Enables clients to open the service request definition for a particular service request.
Remedyforce Administration > Configure Applications > Request Definitions > Service Request Title > Self Service Link
Enables clients to open self-help articles in Self Service.
Knowledge Article > Article ID > Self Service Link
Enables clients to open the Incident form with Incident template values prepopulated.
Remedyforce Administration > Configure Applications > Templates > Template Name > Self Service Link
Search in Self Service
Enables clients to search Self Service.
Remedyforce Administration > Configure Self Service > Search > Direct Link: Self Service Search
Troubleshooting directs links for Self Service
Based on how you have configured the various settings for these components (tiles, knowledge articles, service request definition, and incident templates), a set of error messages is displayed to the clients. The following table lists the scenarios and reasons for the error messages.
|Client clicks the link to Post to Chatter tile|
|Client clicks the link to Manage Approvals tile|
|Client clicks the link to a tile that you have configured to be hidden||The tile is hidden in the Tile Visibility and Order settings.|
|Client clicks the link to a service request definition|
|Client clicks the link to a knowledge article|
|Client clicks the link to an Incident Template|