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Configuring settings for Self Service on Salesforce1 Mobile App

Self Service on Salesforce1 Mobile App (Self Service mobile app) enables clients to access Self Service on mobile devices. You must first enable the Self Service mobile app and then enable Salesforce1 for a specific user. You can also configure additional settings for the Self Service mobile app. Many of these settings are common across the Self Service mobile app and Self Service for the web browser.

The following interactive graphic provides information about configuring settings for Self Service on Salesforce1 Mobile App (Self Service mobile app), which is for clients. (The graphic may take a few seconds to load. Also, the graphic is best viewed in the enlarged mode, by clicking theicon.)

The following topics provide information about configuring settings for the Self Service mobile app:

Note

For information about making Remedyforce Chat available to users in the Self Service mobile app, see Configuring BMC Remedyforce Chat.

Configuring settings for the Home page

The following table lists the different ways in which you can configure the Home page of the Self Service mobile app:

GoalDetails

Configure the display and order of the tiles

You can configure the display and order of the following tiles on the Home page:

  • View Tickets and Requests
  • Submit a Ticket 
  • Request a Service 
  • View Self Help Articles
  • View My CIs and Assets
  • Common Tickets

For more information about configuring tiles on the Home page, see Configuring Self Service tiles.

Considerations

  • The display of other out-of-the-box tiles and any custom tiles that you create is not supported.
  • The View My CIs and Assets and Common Tickets tiles are visible only in the Self Service mobile app. By default, these tiles are not visible.
View broadcasts

Clients can view a maximum of 50 broadcasts.

Considerations 

Only active broadcasts that are in OPENED State and meet all the following conditions are displayed:

  • The Display in Self Service check box is selected in the broadcast.
  • The logged-on client's account or profile is entitled to view the broadcast.
  • The current date is lesser than the date defined in the Expiration Date field in the broadcast.
  • The current date is the same as or greater than the date defined in the Post Date field in the broadcast.

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Configuring settings for the Superbox

When clients enter a search string in the Superbox on the Home page, knowledge articles, service request definitions (SRDs), and common tickets that match the search criteria are displayed. Additionally, the Submit Ticket link is also displayed.

The following table lists the different ways in which you can configure the Superbox:

GoalDetails
Understand which records are displayed in the search results

The search results include knowledge articles, SRDs, and common tickets that match the search criteria. Search results initially display a maximum of 50 records. Clients can click Show More to see a maximum of 200 records.

Considerations

  • The search results display only those SRDs that meet the following conditions: 
    • The Online and Mobile check boxes are selected in the SRD. 
    • The logged-on client's account, permission set, or profile has been entitled in the SRD. 
    • The current date falls between the dates defined in the Start Date and End Date fields in the SRD.
  • The search results display only those BMC Remedyforce knowledge articles that meet the following conditions:
    • The Display in Self Service check box is selected in the knowledge article.
    • Knowledge articles are published.
    • The logged-on client's account has been entitled in the knowledge article.
    • Knowledge articles are of the out-of-the-box knowledge article types.
      Custom knowledge article types are not supported.
    For more information, see Creating a knowledge article.
  • The search results do not display Salesforce knowledge articles.
Configure the display of the Knowledge Articles tab in the search results

The Knowledge Articles tab is displayed in the search results only if the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected (Remedyforce Administration > Configure Self Service > Search). 

For more information, see Configuring search settings for Self Service.

Considerations

None

Configure the position of the Knowledge Articles tab in the search results

The position of the Knowledge Articles tab is based on the Knowledge articles have precedence over service requests in the layout check box (Remedyforce Administration > Configure Self Service > General Self Service Settings). 

If this check box is selected, Knowledge Articles is the first tab to be displayed. Otherwise, the Knowledge Articles tab is displayed after the Service Requests and Common Tickets tabs.

For more information, see Configuring Self Service-wide general settings.

Considerations

None

Disable quick submission of tickets for clients

The Superbox on the Home page enables clients to submit tickets and search for knowledge articles, service requests, and common tickets. By default, clients can quickly submit tickets (without opening the Ticket form) by describing their issue in the Superbox on the Home page and clicking Submit Ticket link.

To disable quick submission of tickets

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Custom Settings.
  3. In the Action column of Remedyforce Settings, click Manage.
  4. In the Action column of the Allow submit ticket from Superbox, click Edit.
  5. To disable the quick submission of tickets, in the Value field, type False. 

  6. Click Save.

Considerations

If the Ticket form contains mandatory fields, submitting a ticket from the Superbox automatically opens the Ticket form with the Description and On Behalf of fields populated.

Hide the option for submitting a ticket

Clients can enter a search string in the Superbox and use the Submit Ticket link for submitting a ticket. To hide this link, perform the following actions:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Incidents.
  3. Clear the Show ‘Submit a Ticket’ link check box.

Considerations

When you clear the Show ‘Submit a Ticket’ link check box to hide the Submit Ticket link, this setting also hides the Submit a Ticket button on the Self Help Articles and the Common Tickets pages. For more information about this setting, see Configuring settings for incidents raised by clients.

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Configuring settings for knowledge articles

GoalDetails
Display knowledge articles on the Self Help Articles page

The list view displays BMC Remedyforce knowledge articles only if the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected (Remedyforce Administration > Configure Self Service > Search). 

For more information, see Configuring search settings for Self Service. 

Knowledge articles are displayed in batches of 50 up to a maximum of 200 records.

Considerations

  • The list view displays only those BMC Remedyforce knowledge articles that meet the following conditions:
    • The Display in Self Service check box is selected in the knowledge article.
    • Knowledge articles are published.
    • The logged-on client's account has been entitled in the knowledge article.
    • Knowledge articles are of the out-of-the-box knowledge article types.
      Custom knowledge article types are not supported.
    For more information, see Creating a knowledge article.
  • The display of Salesforce knowledge articles is not supported.
Display only suggested knowledge articles on the Self Help Articles page

When the Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab check box is selected, both popular and suggested knowledge (context-based) articles are displayed on the Self Help Articles page by default.

To display only suggested knowledge articles,you must also select the Display Knowledge Articles and Service Requests based on client's services check box (Remedyforce Administration > Configure Self Service > General Self Service Settings).

Suggested knowledge articles are displayed based on the services, configuration items (CIs), and assets that are linked to the client or the client's account.

For more information, see Displaying suggested knowledge articles and service requests in Self Service.

Considerations

None

Hide the option for submitting a ticket

Clients can submit a ticket by clicking the Submit a Ticket button on the Self Help Articles page. To hide this button, perform the following actions:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Incidents.
  3. Clear the Show ‘Submit a Ticket’ link check box.

Considerations

When you clear the Show ‘Submit a Ticket’ link check box to hide the Submit a Ticket button, this setting also hides the Submit Ticket link on the Superbox and the Submit a Ticket button on the Common Tickets page. For more information about this setting, see Configuring settings for incidents raised by clients.

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Configuring settings for the list of common tickets

The following table lists the different ways in which you can configure the list of common tickets:

GoalDetails
Understand which common tickets are displayed on the Common Tickets page

Clients can view incident templates that you have selected for display in Self Service (Remedyforce Administration > Configure Self Service > Common Requests). For more information, see Configuring availability of common requests.

Common tickets are displayed in batches of 50 up to a maximum of 200 records.

Considerations

None

Hide the option for submitting a ticket

Clients can submit a ticket by clicking the Submit a Ticket button on the Common Tickets page. To hide this button, perform the following actions:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Incidents.
  3. Clear the Show ‘Submit a Ticket’ link check box.

Considerations

When you clear the Show ‘Submit a Ticket’ link check box to hide the Submit a Ticket button, this setting also hides the Submit Ticket link on the Superbox and the Submit a Ticket button on the Self Help Articles page. For more information about this setting, see Configuring settings for incidents raised by clients.

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Configuring settings for the list of available services

 The following table lists the different ways in which you can configure the list of services that clients can request:

GoalDetails
Configure categories to organize the list of available services

The Request a Service tile displays only those categories for which the Service Requests and Display in Self Service check boxes are selected (Remedyforce Administration > Configure Self Service > Category).

For more information, see Managing categories.

Considerations

  • The list view displays a maximum of 1000 categories and sub-categories. In addition, each category displays a maximum of 200 SRDs.
  • The list view displays only the categories that contain at least one SRD.
  • The list view displays only those SRDs that meet the following conditions:
    • The Online and Mobile check boxes are selected in the SRD.
    • The logged-on client's account, permission set, or profile has been entitled in the SRD.  
    • If the Start Date and End Date fields are populated in the SRD, the current date falls between the defined date range.
Configure the display of SRDs and child categories within a category

SRDs of child categories are displayed together with SRDs of the parent category only if the Show request definitions of the selected category and its child categories option is selected (Remedyforce Administration > Configure Self Service > Service Requests).

If this option is selected, SRDs are displayed first and are then followed by the child categories.

For more information, see Configuring service request settings for Self Service.

Enable clients to preview service requests

Clients can preview SRDs only if the Enable preview of service requests check box is selected (Remedyforce Administration > Configure Self Service > Service Requests).

For more information, see Configuring service request settings for Self Service.

Considerations

  • The Description, Turnaround Time, and Price fields are displayed in the preview only if they are defined and enabled in the SRD.
  • If both Description and Rich Text Description fields are populated in an SRD, the Rich Text Description field value is displayed in the SRD preview.

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Configuring settings for tickets and service requests

In the Self Service mobile app, clients can submit, view, and manage tickets and service requests. This section describes the different ways in which you can configure tickets and service requests:

List view of submitted tickets and service requests

GoalDetails
Configure filtering of the list view based on the state of tickets and service requests

You can enable clients to filter tickets and service requests based on the following states: 

  • All
  • Open
  • Closed

To display these filter options, you must select the State or State and Status option for the Enable filtering of Tickets and Requests by setting (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Configuring settings for incidents raised by clients.

The list view of submitted incidents and service requests displays records in batches of 50 up to a maximum of 200 records.

Considerations

None

Configure fields displayed in the list view

The SF1 – Self Service View Tickets field set in the Incidents object controls the fields that are displayed in the list view of submitted tickets and service requests. For more information, see Configuring field sets for list views and forms.

Considerations

  • Number and Status are static fields in the list view and cannot be removed.
  • Only the first five fields in the  SF1 – Self Service View Tickets field set in the Incidents object are displayed.
  • The Type field makes it easier for clients to identify if a record in the list view is a ticket or a service request. Therefore, BMC recommends that you retain the Type field among the first five fields.
  • The Text Area (Rich) type field is not supported in the list view.
Enable clients to view records created by other users

By default, clients can view records created by other users.

To restrict clients from viewing records created by other users, hide the View > Others option by updating the value of the propShowOthersIncident_in_SelfService custom setting to False (Remedyforce Administration > Application Settings > Custom Settings).

For more information, see Restricting users from viewing records created by others users.

Considerations

Clients can view the following records of other users:

  • Records submitted by a client on behalf of other users
  • Records submitted by other users depending on the system administrator’s configuration settings, such as role hierarchy and sharing rules.
    For more information, see Segregating users and configuration data.

Ticket form

GoalDetails
Configure fields that are displayed on the Ticket form

If you have created and assigned custom ticket layouts to different profiles, the field sets that are selected for each custom ticket layout control the fields that are displayed on the Ticket form. For more information, see Managing custom layouts for the Ticket form.

Otherwise, configure fields on the Ticket form by updating the Self Service-Ticket Layout field set in the Incidents object. For more information, see Configuring field sets for list views and forms.

Considerations

  • Dependent Picklist and Text Area (Rich) type fields are not supported.
  • Only the first 20 fields in the Self Service-Ticket Layout field set are displayed.
  • If multiple field sets are selected for a custom ticket layout, only the first 20 fields across all the field sets are displayed. The fields are selected based on the order of the field sets in the custom ticket layout.
    For example, say that Field Set - 1 and Field Set - 2 are defined in that order for a custom ticket layout. If Field Set - 1 has 25 fields and Field Set - 2 has 5 fields, only the first 20 fields from Field Set - 1 are displayed on the Ticket form.
  • Lookup fields display records in batches of 50.
Enable clients to edit submitted ticketsIn the Self Service mobile app, clients can only view submitted tickets. You cannot enable clients to edit submitted tickets. 

Request form

GoalDetails
Configure SRDs based on which clients can request a service

For information about creating SRDs, see Managing service request definitions.

To display the Attachment icon for service requests, select the Attachment check box on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions). 

Considerations

  • Input fields of the Text Area (Rich) type are not supported.
  • Header Section input fields are always displayed as Bar separators on the Request form. The None and Line separators in Header Section input fields are also displayed as Bar separators.
  • If the Conditional check box is selected for an Input field, any conditions defined on a Text Area (Rich) or Hidden field are evaluated as FALSE.
  • Lookup fields display records in batches of 50.
Add fields to gather the same set of information for all service requests

To gather the same set of information for all service requests, you can add fields to the out-of-the-box Salesforce1 - Service Request Panel field set in the Request Details object. For more information, see Configuring field sets for list views and forms.

This field set is specific to the Self Service mobile app.

Considerations

Text Area (Rich) type fields are not supported.

Add fields to show more information about service requests to clients

To show additional information about service requests, you can configure a field set for the Request form. Clients cannot modify fields in this field set.

Select the appropriate field set in the Incident Field Set to show additional fields on the Service Request details page field (Remedyforce Administration > Configure Self Service > Service Requests).

For more information, see Configuring service request settings for Self Service.

Considerations

The 2 columns option in the Service Request Field Set Layout field is not supported on the Request form. Fields from this field set are always displayed one below the other on the Request form.

Enable clients to edit their submitted service requests that are open

You can enable clients to edit open service requests by selecting the Enable editing of submitted service requests check box (Remedyforce Administration > Configure Self Service > Service Requests).

For more information, see Configuring service request settings for Self Service.

Considerations

  • The Edit option in the actions menu () is unavailable (appears dimmed) if any of the following conditions is met:
    • The client's profile or permission set does not have the Edit permission on the Incidents object.
    • The corresponding SRD is inactive.
    • The Fulfillment process for a service request has started (change requests or tasks have been created).
    • The approvals for a service request are pending or all approvals are not rejected.
  • Clients cannot edit Text Area (Rich) type fields because they are not supported.

Submission of tickets and service requests of behalf of other users

GoalDetails
Enable clients to submit tickets and service requests on behalf of other users

You can enable clients to submit tickets or service requests on behalf of other users by selecting the appropriate option for the Submit Tickets/Requests On Behalf Of setting (Remedyforce Administration > Configure Self Service > General Self Service Settings).

You can define users on behalf of whom clients can submit tickets or service requests:

  • All users in the organization
  • Users who are below in the role hierarchy
  • Users who belong to the same account

For more information, see Considerations for Submit Tickets/Requests On Behalf Of settings.

Considerations

None

Notes and attachments for tickets and service requests

The Activity Timeline page displays the history of notes and attachments for tickets and service requests. Clients can view a maximum of 200 notes and attachments for each ticket or service request.

GoalDetails
Enable clients to add notes to tickets and service requests

Clients can add notes to open tickets and service requests only if the Allow clients to add notes to their incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Configuring settings for incidents raised by clients.

Considerations

None  

Enable clients to add attachments to tickets and service requests
  • By default, clients can add attachments to open tickets from the Activity Timeline and New Ticket pages.
  • Clients can add attachments to open service requests (from the Activity Timeline or New Request pages) only if the Attachments check box is selected for the corresponding SRD.
  • Consider the following points if the Make Attachment Required in Self Service check box is selected in an SRD:
    • To create a service request based on this SRD, clients must add at least one attachment.
    • Clients cannot delete all attachments to the service request. At least one attachment must be retained.

The Attachments and Make Attachment Required in Self Service check boxes are available in the Provide Information section on the Display Options tab of the corresponding SRD (Remedyforce Administration > Configure Application > Request Definitions).

For more information, see Creating and configuring an SRD.

Considerations

  • Clients can delete only the attachments they have added. 
  • Each file that you upload must not exceed 5 MB on an iOS mobile device or 25 MB on an Android mobile device.

Available actions for tickets and service requests

GoalDetails
Enable clients to reopen tickets and service requests

Clients can reopen tickets and service requests only if the Allow clients to reopen incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Configuring settings for incidents raised by clients.

Considerations

If clients reopen tickets or service requests, linked closed tasks are not reopened.

Enable clients to copy tickets and service requests

Clients can copy tickets and service requests only if the Allow clients to copy incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents).

For more information, see Configuring settings for incidents raised by clients.

Considerations

  • If clients copy tickets or service requests, linked tasks are not cloned and linked to the new ticket or service request.
  • Although the Text Area (Rich) type fields in tickets or service requests are not displayed on the form, their data is copied to the new ticket or service request.
  • The Copy option in the actions menu () is unavailable (appears dimmed) for a service request if the corresponding SRD is inactive.
Enable clients to close tickets and service requests
  • Clients can close tickets and service requests only if the Allow clients to close incidents check box is selected (Remedyforce Administration > Configure Self Service > Incidents). Clients must populate the Resolution field before closing tickets if the Incident resolution is required setting is also selected.

    For more information, see Configuring settings for incidents raised by clients.
  • Clients cannot close tickets or service requests that have linked open tasks if the Incidents check box is selected for the Closing Records with Linked Open Tasks setting (Remedyforce Administration > Application Settings > General Application Settings).

    For more information, see Configuring general application settings.

Considerations

If the Resolution field is already populated in a ticket, clients cannot update the resolution while closing the ticket.

Configure display of the actions menu () on the Activity Timeline or Details page of submitted tickets and service requests

From the Activity Timeline or Details page of tickets and service requests, clients can use the actions menu () to reopen, close, or copy tickets and service requests.

Clients can perform these actions on tickets and service requests to which they have the required access.

To display the actions menu (), you must enable at least one of the options (Reopen, Close, or Copy) for tickets and service requests.

Considerations

  • If a client's profile or permission set does not have the following permissions on the Incidents object, some options in the actions menu () are unavailable (appear dimmed):
    • Create permission: The Copy option is unavailable.
    • Edit permission: The Reopen and Close options are unavailable.
  • The Copy and Edit options in the actions menu () are unavailable (appear dimmed) for a service request if the corresponding SRD is inactive.

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Configuring settings for CIs and assets views

Clients can submit tickets for the configuration items (CIs) or assets assigned to them. They can also view tickets related to a CI or asset.

GoalDetails
Enable clients to see a list of their CIs and assets

Clients can view only those CIs or assets that are assigned to them in one of the following ways:

  • Client name in the Primary Client field of the CI or asset.
  • CI or asset on the Remedyforce CMDB tab and on the Details tab of the Instance Editor (by selecting client name on the Clients tab).
  • CI or asset in the Services, CIs, and Assets tab of the Supporting Information on the Client form.

A maximum of 50 CIs or assets are shown at a time in the list view.

Considerations

None

Enable clients to filter the list view to see only CIs, only assets, or both CIs and assets

The options to filter the list view are displayed only if both the following check boxes are selected on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings page:

  • Enable IT Asset Management
  • Enable Configuration Item (CI) Management

Considerations

The display of CIs and assets in the list view is not based on the state of these two check boxes. At all times, both CIs and assets are shown in the list view.

Configure fields that are shown in the list view and detail view of CIs and assets

The Salesforce1 Self Service - List View field set in the Base Element object controls the fields that are displayed in the list view of CIs and assets.

The Salesforce1 - BaseElement Details field set controls the fields that are displayed in the detail view.

For more information, see Configuring field sets for list views and forms.

Considerations

None

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Configuring field sets for list views and forms

The following table lists the fields sets that control the fields that are shown in the list views and forms in the Self Service mobile app.

List view or formField Set
Tickets and Requests list viewSF1 – Self Service View Tickets (in the Incidents object)
Ticket formSelf Service-Ticket Layout (in the Incidents object)
Request form

Salesforce1 - Service Request Panel (in the Request Details object)

CIs, assets, and services list viewSalesforce1 Self Service - List View (in the Base Element object)
CIs, assets, and services detail viewSalesforce1 - BaseElement Details (in the Base Element object)

To configure field sets for list views and forms

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects, from the Objects list, select the appropriate object and then click Field Sets.
  4. In the Field Sets section, in the Action column for the appropriate field set, click Edit.
  5. Perform the following actions:
    • To add a field, drag the preferred fields from the object palette to the In the Field Set list.
    • To remove a field, click the field and then click .

    You can rearrange the fields by dragging them to the appropriate position. The order in which fields are displayed in the list view depends on the order in which the fields are arranged in the In the Field Set list.

  6. Click Save.

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Related topics

Enabling Self Service on Salesforce1 Mobile App

Settings for configuring Self Service

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