Settings for configuring Self Service

• Show or hide banner
• Configure broadcast ticker speed

Note: Only the broadcast ticker speed is supported in the BETA version.

• Configure a theme

• Assign a theme to an account

• Configure your company's logo and images on the title page and background

• Enter company URL to link images to the URL of your company

Note: Only the application title is supported in the BETA version.

• Add new categories
• Update existing categories
• Assign categories to Self Service or Remedyforce Chat

Note: The "Managing categories for Remedyforce Chat" is not supported.

Managing categories for Self Service and Remedyforce Chat

• Configure Chat in Self Service

Configuring BMC Remedyforce Chat

• Create and edit layouts
• Configure ticket layout in columns, such as 1 or 2
• Configure a queue to which tickets created in a ticket layout are assigned
• Assign a ticket layout to profiles

Note: All fields are shown in one column only.

• Select common incident (ticket) templates to be shown in Self Service
• Select common request definitions to be shown in Self Service

Note: The service request option is not available in this release.

• Configure a message on the header of the Contact Us page in Self Service
• Select an incident template that is submitted when clients fill the Contact Us form

• Configure the precedence of knowledge articles over service requests or common tickets
• Configure showing of knowledge articles and service requests based on services of the client
• Enter Self Service URL

Note: You do not need the Self Service URL.

Note: The service request option is not available in this release.

Note: The following options are not applicable:

• Configure the precedence of knowledge articles over service requests or common tickets.
• Configure showing of knowledge articles and service requests based on services of the client.

• Configure a queue to which all the incidents (tickets) raised in Self Service are assigned
• Configure allowing clients to close, copy, and reopen their incidents (tickets)
• Configure showing of the Submit a Ticket link
• Configure allowing clients to create incidents from broadcasts and adding notes to their incidents (tickets)
• Configure the number of closed incidents (tickets) and service requests displayed in Self Service
• Configure the option on which the incidents (tickets) and requests are filtered

Note: You can only configure a queue to which all tickets are assigned and allow clients to close and reopen their tickets.

Note: The following options are not available in this release:

• Configure allowing clients to close, copy, and reopen their tickets.
• Configure allowing clients to create tickets from broadcasts and adding notes to their tickets.
• Configure the number of closed tickets and service requests displayed in Self Service.

• Configure commonly accessed URLs by clients

• Configure Intranet URL that is searched when client performs search in Self Service
• Enable searching of Internet and Remedyforce and Salesforce knowledge articles

Note: You can only search Remedyforce knowledge articles.

Note: The following options are not available in this release:

• Configure Intranet URL that is searched when client performs search in Self Service.
• Enable searching of Salesforce knowledge articles.

Note: The searching of Salesforce knowledge articles not supported.

• Configure showing or hiding of a tile
• Configure the order in which the tiles are shown
• Add custom tiles that contain link to a custom Visualforce page or other web-based applications

Note: The following option is not available in this release:

• Add custom tiles that contain link to a custom Visualforce page or other web-based applications.

• Provide direct links for the various components in Self Service
• Embed the direct links on the intranet or send the links via email and instant messengers

• Embed Self Service components to create a Visualforce page

• Show service requests and incident templates together
• Show My Cart and preview of service requests
• Enable editing of service requests
• Show categories of child categories with parent categories

Note: Only the Show service requests and incident templates together and Show categories of child categories with parent categories settings are supported.

• Enable viewing of the Salesforce knowledge articles in Self Service

• Display suggested knowledge articles and service requests in Self Service

Note: The service request option is not available in this release.

• Enable permissions to add attachments before creating a record in Self Service

• Restrict viewing records created by other users

• Configure the columns to be displayed in View Tickets and Requests list view in Self Service

• Use RTF fields in custom Incident form
• Use RTF fields in Self Service Service Request form

• View more information in the Self Service home page related to the service request

• Customize Incident form in BMC Remedyforce
• Understand the Best practices for customizing forms
• Customize a field set
• Enable read-only permission for a field
• Enable permissions for a custom object 
• Create lookup fields for the custom object
• Enable the lookup field in Self Service
• Configure the object-level permission

• Add or remove the out-of-the-box or custom fields

• Migrate to the Self Service 2.0 user interface
• Allow users to preview the Self Service 2.0 interface

• Understand the labels that must be translated to support localization in Self Service

• Deactivate the keyboard shortcuts

• Display email conversation messages with tickets and service requests

• Configure a Lookup field type