Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Self Service for the web - BETA

In the Summer 15 (20.15.03) release of BMC Remedyforce, a smarter and faster UI for Self Service has been added. You can access this Self Service UI by using the SelfService(Beta) tab.

Note

  • This beta version is production quality, but has known limitations.
  • If you are using Microsoft Internet Explorer (IE), Self Service - BETA is displayed in IE 10 or later. 

For information about how to configure the Self Service - BETA, see Configuring Self Service for the web - BETA.

Overview

The following figure shows the Home page of the smarter Self Service - BETA.

You can assign the SelfService(Beta) tab to users of a client profile such as ServiceDesk Client. Clients can explore the functionalities provided in the BETA version.

Note

Open the SelfService(Beta) tab in a new browser window. After you go to the SelfService(Beta) tab, you no longer have access to the other Remedyforce tabs. 

Supported features

The following features are supported in the BETA version:

  • Submit a ticket
  • Request a service
  • View tickets and requests
  • View self-help articles
  • Manage approvals
  • Chat with staff members
  • View broadcasts

Note

The following features are not supported in the BETA version:

  • Post to Chatter
  • Link to update client profile (My Profile)
  • Intranet search
  • Contact Us

View in My Activity section

In the View in My Activity section, tickets and service requests that you and others have submitted are shown in the form of a timeline. You can click a record to view its details and add comments to it. Your comments are shown as Client Notes in the Action History section of a record in the Remedyforce Console.

The following figure shows the View in My Activity details.

Limitations

The following table lists the known limitations in the supported features of the BETA version:

FeatureLimitations
Submit a ticket
  • Fields of type Text Area (Rich) are not supported. Such fields are displayed as plain text fields.
  • The total of all attachments should not exceed 15MB for Microsoft Internet Explorer 10 or 11 and 100MB for all other browsers.
Request a service
  • Fields of type Text Area (Rich) are not supported. Such fields are displayed as plain text fields.
  • The total of all attachments should not exceed 15MB for Microsoft Internet Explorer 10 or 11 and 100MB for all other browsers.
  • Validation criteria configured for an input field are not supported.
  • For conditional fields, only conditions configured with input fields of type Picklist or check box and "=" operator are supported.
  • Multiple conditions that are created by using "and" or "or" are not supported.
  • To submit service requests, you must select the Mobile check box for the service request definitions.
  • A maximum of 200 categories or service request definitions can be displayed.
  • You can add or delete an attachment irrespective of whether the Attachments check box is selected under Remedyforce Administration > Configuring application > Request Definitions > Display Options.
View Tickets and Requests
  • Filtering of records by state and status is not available.
  • Searching for and copying a record are not supported.
  • You cannot edit a submitted ticket. However, you can close or reopen a ticket.
View Self-Help Articles
  • A category hierarchy is not displayed. However, a list of all knowledge articles is displayed.
  • For all types of knowledge articles (FAQs, problem solutions, and so on), information is displayed under the Problem and Solution headers.
  • A maximum of 200 knowledge articles can be displayed. However, if you search for a knowledge article that is not displayed, your search results will show the missing knowledge articles.
  • Feedback and ratings for knowledge articles are not shown.
  • All knowledge articles (of different article types) have the same icon.
  • The fields that you configure to display in Self Service on the Remedyforce Administration > Application Settings > Global Search page by clicking the Manage Record Type button are not displayed in Self Service - BETA.
General
  • On the Home page, only 50 records can be displayed in the Common Tickets, Common Service Requests, Suggested Self Help Articles, and Popular Self Help Articles sections.
  • The Broadcast bar is shown even if no broadcasts are being displayed.
  • The changing of order of the tiles displayed in Self Service is not supported even if you change the order settings from Remedyforce Administration > Configure Self Service.

Related topic

Configuring Self Service for the web - BETA


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