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Configuring the Self Service site for clients

If your clients are added by using the Salesforce Platform license users, the following features work with the Self Service site:

  • Incident feedback survey feature
  • Branded login for Self Service
  • Self Service guest users accessing Self Service

If your clients are added by using the Customer Portal Manager Standard or Customer Portal Manager Custom license, you must configure object permissions for Customer Portal license users. For more information, see To configure object permissions for Customer Portal license users.

Note

BMC is no longer provisioning organizations with Customer Portal licenses since January 2013. Therefore, these licenses might not be available in your Salesforce organization.

To configure the Self Service site for clients

  1. Navigate to Setup > Develop > Sites.
  2. In the Sites page, type the domain that you want to associate with Self Service.
  3. Click Check Availability.
    If the domain is available, the following message appears:
    Success: The Force.com domain name "<domain>-force.com" is available.
     
  4. Select the I have read and accepted the Force.com Sites Terms of Use check box.
  5. Click Register My Force.com Domain.

    Note

    You cannot modify the domain name after you complete the registration process.


     

  6. In the confirmation dialog box, click OK.
  7. In the Sites (<domain name>) section, click New.
  8. In the New Sites section, enter the following information:
    1. In the Site Label field, type SelfService.
    2. In the Site Name field, type SelfService.
    3. In the Site Description field, type BMC Remedyforce Self Service.
      By default, your name is populated in the Site Contact field.
    4. Select the Active check box.
    5. In the Active Site Home Page and Inactive Site Home Page fields, ensure that SSSiteLogin and InMaintenance are entered.
    6. In the Site Template field, type SiteTemplate.
    7. Select the Enable Feeds check box.
    8. Click Save
  9. In the Site Visualforce Pages section of the Site Details SelfService page, click Edit
  10. In the Available Visualforce Pages list, select the following Visualforce pages to make them accessible in Self Service:

    • BMCServiceDesk.FeedbackSurveyPage
    • BMCServiceDesk.FileDownloadPage
    • BMCServiceDesk.MobileAppIphoneApprovals
    • BMCServiceDesk.MobileAppIphoneKA
    • BMCServiceDesk.MobileAppIphoneRD
    • BMCServiceDesk.SSCategoryGroupingPage
    • BMCServiceDesk.SSChangePassword
    • BMCServiceDesk.SSFetchMobileConfig
    • BMCServiceDesk.SSForgotLoginInfo
    • BMCServiceDesk.SSMobileForgotPassword
    • BMCServiceDesk.SSMyCartWidgetPage
    • BMCServiceDesk.SSRequestDefPage
    • BMCServiceDesk.SSSearchPage
    • BMCServiceDesk.SSSearchPortletPage
    • BMCServiceDesk.SSSiteLogin
    • BMCServiceDesk.SSSiteRegister
    • BMCServiceDesk.SurveyPage
    • BMCServiceDesk.UnderConstruction

      Note

      Some of these Visualforce pages might be present in the Enabled Visualforce Pages list.

  11. To move the selected Visualforce pages from the Available Visualforce Pages list to the Enabled Visualforce Pages list, click the right arrow.

  12. Click Save.
  13. In the Error Pages section of the Site Details SelfService page, click Page Assignment
  14. Click the Authorization Required Page (401) lookup.
  15. In the Lookup window, type SSSiteLogin, and click Go.
  16. In the Name column, click SSSiteLogin
  17. Click Save.
  18. In the Site Detail section, click Public Access Settings.
  19. In the Profile Detail section, click Edit
  20. In the Custom Object Permissions section at the bottom of the Profile Edit: SelfService Profile page, select the Read check box for the following objects:
    • SelfService Images
    • SelfService Themes

  21. In the Custom Object Permission section, select the Read, Create, Edit, and Delete check boxes for the Survey object.
  22. Click Save.
  23. On the Profile Self Service Profile page, in the Field-Level Security section, click View for Survey.
  24. On the Survey Field-Level Security for profile SelfService Profile page, click Edit.
  25. For the following fields, select the Visible check box.
    • ServiceDesk Performance
    • Response Timeliness
    • Staff Effectiveness
    • Satisfaction
    • Comments
  26. Click Save.
  27. In the Profile Detail section, click View Users.
    The single account of Site Guest User Self Service appears.
  28. Click the Site Guest User Self Service account.
  29. In the Managed Packages section, click Assign Licenses.
  30. Select BMC Remedyforce and assign a license to this account.
    When you assign a license, the Self Service Site becomes available for your Self Service clients to use.
  31. Navigate to Setup > Manage Users > Queues.
  32. Click New.

  33. In the Queue Name field, type a name for the queue.
    For example, type Self Service.
  34. (Optional) In the Queue Email field, type an email address for the queue.
  35. In the Available Objects list of the Supported Objects section, select the Incident object.
  36. To move the Incident object from the Available Objects list to the Selected Objects list, click the right arrow.

  37. (Optional)To assign staff members to this Queue, perform the following actions:
    1. From the Search list in the Queue Members section, select Users.

    2. In the Available Members list, select the staff members who must be part of this queue.
    3. To move the selected staff members from the Available Members list to the Selected Members list, click the right arrow.
  38. Click Save.
  39. In the Salesforce Applications list, select BMC Remedyforce
  40. Click Remedyforce Administration tab and navigate to Configure Self Service> Incidents option.
  41. Click the Incident assignment to queue list.
  42. In the Select from Queue window, select the queue that you have created.
  43. Click Save.
    You can now use your configured site to access Self Service.

To configure object permissions for Customer Portal license users 

If your clients are created by using the Customer Portal Manager Standard or Customer Portal Manager Custom license, you must provide object permissions to the users after you have set up the Self Service site.

  1. Navigate to Setup > Create > Objects.
  2. In the Custom Objects page, click <custom object name>.
  3. Click Edit.
  4. In the Optional Features section, select the Available for Customer Portal check box.

  5. Click Save.
  6. Ensure that the Available for Customer Portal check box is selected for the objects that are listed alphabetically in the following table:

    A-EF-QR-Z

    Agreement

    Fulfillment Input

    Request Definition

    Agreement History

    Fulfillment Mapping

    Request Detail

    Base Element

    Impact

    Request Detail Inputs

    Broadcast

    Incident

    SelfService Image

    Broadcast Account Link

    Incident History

    SelfService Theme

    Business Service

    Incident Service Target

    Service Target

    Category

    Knowledge Article

    Service Target Criteria

    Change Assessment

    Knowledge Article Viewed

    SLA Milestone

    Change History

    Knowledge Feedback

    SLA Milestone Action

    Change Request

    Knowledge Incident Link

    SLA Milestone Change Transaction

    Change Request Service Target

    Link Survey

    SLA Milestone Incident Transaction

    Chat Instances

    LinkUnlink histories

    SLA Relation

    Chat Details

    Popups

    Status

    CI Client Link

    Priority

    Task

    Configuration Item History

    Process Control

    Temporary Attachment

    Custom Action

    QuickLink

    Urgency

    CustomAttachment

     

    Entitlement

     

  7. To grant the required permissions to the ServiceDesk Client profile for custom objects, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.
    2. In the Profile Name column, click the ServiceDesk Client profile.
    3. In the Profile Detail section, click Edit.
    4. Ensure that the Read check box is selected for the custom objects that are listed alphabetically in the following table:

      A-DE-RS-Z

      Agreements

      Entitlements

      SelfService Images

      Agreement Histories

      Fulfillment Inputs

      SelfService Themes

      Base Elements

      Fulfillment Mappings

      Service Targets

      Broadcasts

      Impacts

      Service Target Criteria

      Broadcast Account Link

      Incident History

      SLA Milestones

      Business Services

      Knowledge Articles

      SLA Milestone Actions

      Categories

      Priority

      SLA Relations

      Change Assessments

      Process Controls

      Status

      Change Histories

      Request Definitions

      SYSPopupObject

      Change Requests


      Temporary Attachments

      CI Client Link


      Urgencies

      CMDB Auditing  

      Configuration Item Histories


      Custom Actions  

    5. Ensure that the Read and Create check boxes are selected for the following custom objects:
      • Custom Attachment
      • Quick Links
      • Tasks
    6. Ensure that the Read, Create, and Edit check boxes are selected for the following custom objects:
      • Change Request Service Targets
      • Chat Instances
      • Chat Details
      • Incidents
      • Incident Service Targets
      • Knowledge Feedback
      • Knowledge Incident Links
      • Request Details
      • Request Detail Inputs
      • SLA Milestone Change Transactions
      • SLA Milestone Incident Transactions
    7. Ensure that the Read, Create, Edit, and Delete check boxes are selected for the Knowledge Articles Viewed custom object.
    8. Repeat step a through step g for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
      For more information, see Salesforce Help.
  8. To configure the field-level security to display the fields to Self Service clients, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.
    2. In the Profile Name column, click the ServiceDesk Client profile.
    3. In the Field-Level Security section for the Incident object, click the View link.
    4. Click Edit.
    5. Ensure that the Read-Only check box is selected for Status, Opened Date, Due Date, and Request Detail fields.
    6. For other fields, configure the appropriate field-level security to control access to fields according to your requirements. If you select the Visible check box, the clients are able to view and edit the field. If you select the Visible and Read-Only check boxes clients are able to only view the field. If the Visible and Read-Only check boxes are not selected, the field is not displayed.
    7. Click Save.
    8. Click Back to Profile.
    9. Repeat step c through step h for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
      For more information, see Salesforce Help.
  9. To view the details of the actions performed on an incident in Self Service, perform the following actions:
    These actions are available in the Add Attachments and Notes: section on the Notes tab.
    1. Navigate to Setup > Manage Users > Profiles.
      A list of all profiles in your Salesforce.com organization is displayed.
    2. In the Profile Name column, click the ServiceDesk Client profile.
    3. In the Field-Level Security section for the Incident History object, click the View link.
    4. Click Edit.
    5. Ensure that the Visible check box is selected for the following fields:

      • Action
      • Action~

      • Action Duration

      • Created By

      • Date & Time

      • Description

      • Duration

      • Inactive

      • Incident

      • Incident#

      • Incident History ID

      • Last Modified By

      • Note

      • Staff ID

      • Staff ID~

      • System

    6. Click Save.

    7. Repeat step a through step f for the profiles where you have configured the ServiceDesk Client level of access when you installed the managed package.
      For more information, see Salesforce Help.

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