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Customizing Self Service forms

This section provides information about how to customize the BMC Remedyforce Self Service forms.

What can be customized

BMC Remedyforce allows you to customize the following Self Service forms:

  • Incident (Ticket) form
  • Service Request form

These forms are created from the Incident (Ticket) and Request Detail (Service Request) objects. A form is composed of one or many fields. These fields are grouped in field sets of an object. A field set is a group of fields that is used to store related information. For example, a field set that provides details of an incident can contain fields such as Description, Category, and Opened Date. Therefore, to show a field on the form, you need to add the field to a field set.

The following table lists the field sets available for Self Service in the Incident and Request Detail objects.

FormObjectField set
TicketIncident
  • Self Service: View Tickets and Requests - For Self Service 2.0 only
  • Self Service - Ticket Layout - For both Self Service 2.0 and 3.0

 

In Self Service, a client will see only those services to which the client record is linked as a primary client or in the Details section of the service.

 

The Description field is mandatory on the Self Service > What Do You Need Help With form in Self Service 2.0. If you choose to remove the field from the In the Field Set list, the field becomes optional. 

Service RequestRequest Details

For Self Service 2.0:

  • Service Request Left Panel
  • Service Request Right Panel

For Self Service 3.0:

  • Request Details for Self Service 3.0

By default, these field sets do not have any fields assigned to them. You can customize the Service Request form by adding custom fields to these field sets.

 

You can customize forms in the following ways:

  • Add a new or existing field.
  • Remove an existing field.
  • Add a section to a form by using new or existing fields.

The location of a field on the UI depends upon the field set to which the field is added. If you add a new field, ensure that you assign correct permissions to the field to clients. If you create a field of type Lookup Relationship, ensure that you also perform the following actions:

The following steps provide an overview of how to customize the Ticket or Service Request form in Self Service:

  1. Create any custom fields that you need.
  2. From the out-of-the-box field sets, add, remove, and reorder the fields that you want to add to the custom form.
  3. In the Remedyforce Administration tab, assign the custom version of the forms to the required profiles.

Note

The customized Incident form of Self Service is not available when you access Self Service from an iPhone 3G or iPhone 4G Smartphone mobile devices by using the BMC Remedyforce application.

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Best practices for customizing forms

BMC recommends that you implement the following best practices when you customize forms:

Situation

Description

Adding custom fields to a form

When you add a field to an object, ensure that the Field Name field is unique and does not match any out-of-the-box field names in that object. BMC recommends that you add a prefix or suffix to the Field Name field to avoid any conflicts. If an out-of-the-box field and a custom field have same field names, you might encounter issues while using these fields in BMC Remedyforce. However, more than one fields can have same Field Label.

For example, if you add a custom field in the Incident object, you can specify the Field Label as Category, but you must ensure that the value in the Field Name field is not FKCategory__c.

Adding fields to a custom form

BMC recommends that if you add a field to a custom form by using one field set, you must avoid adding the same field to the custom form through another field set.

Adding field set to a formBMC recommends that if you add a field set to a form, ensure that API name of the field set is different from the API names of out-of-the-box field sets.

Text Area (Rich) custom fields

If you create a Text Area (Rich) custom field and add it to a custom form, this custom field appears as a Text Area (Rich) field on the custom form with Rich Text abilities.

Referenced fields in custom forms

Custom forms do not display referenced fields, that is, fields which are linked by a Lookup field.

To use reference fields in the custom form, you must create a Formula field to display the values of the referenced fields.

For more information about creating Formula fields, see the Salesforce Help.

Mandatory fields in field sets

If you create a mandatory custom field for a custom object and you do not use this custom field in a field set, you must configure a default value for this custom field.

If you add mandatory custom fields without default values to a custom object and you do not add them to the custom form, you cannot update or create records in the custom form.

BMC recommends that you add the mandatory custom fields to the custom form before you create or update records.

Using templates to create records in custom forms

If you have a template that contains values for fields that are not added to the field set and you use the template to create records, the template populates values for all the fields that are configured in the template irrespective of whether the field is present in the field set or not. Later on, if you add these template fields to the custom form, the values from these fields are displayed when you view the record.

For example, you assign a value for the Configuration Items field in an Incident template and this field is not added to the Incident custom form. When you use this Incident template to create an incident record, the value of the Configuration Items field is not populated on the Incident form because you have not added the Configuration Items field to the Incident custom form. When you add the Configuration Items field to the Incident custom form, the value from the template is displayed in the incident record.

Deleting custom fields in a field set

If you create a custom field, add it to a field set, then later delete the custom field, users must refresh their browsers to prevent the following error message from appearing:

The configuration of your org has changed, please reload the page. 
Missing dependent object: Field: <deleted custom field name>

Custom fields of the Lookup Relationship data type for users without the Read permission on the object

If you have created a custom field of the Lookup Relationship data type and users do not have the Read permission on the object to which the custom field is related to, this custom field does not appear in the custom forms for users without the Read permission when the custom field is added to the field set of the custom object.

For example, users of the Remedyforce Client profile do not have the Read permission on the Problem object. In Incident object, if you create a custom field of the Lookup Relationship data type on the Problem object and add this custom field to the field sets of Incident object, this custom field is not displayed on Incident custom form for users of the Remedyforce Client profile.

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The following video (2:30) shows how to add a Field Set to the Self Service Incident form.

https://youtu.be/RmiKeE343MM

To customize Self Service forms

By default, fields are made available in the fields sets that you can include in your form. However, to create a custom field to use in a custom form, see Salesforce Help. These custom fields are added to all field sets of the object.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click the required object name.
  3. In the Field Sets section, in the Action column for the field set that contains the fields that you want to add to the custom form, click Edit.
    For more information, see Understanding field sets.
    All the fields are categorized based on the related fields.
  4. (Optional) If the field that you want to add to your custom form is not available in the Available for the Field Set list, select the required related field in the Incident list and drag-and-drop the field in the Available for the Field Set list.
  5. From the object palette, drag-and-drop the field to the In the Field Set list.
    The custom form displays all fields that are added to the In the Field Set list. The order in which fields appear in the custom form depends on the order in which the fields are arranged in the object palette. You can rearrange the fields in the Field Set list by dragging and dropping.
  6. (Optional) To remove the selected fields from appearing in the custom form, click the x button that appears on the field name.
    After creating a record of the custom object, if you remove a field from the field set, the value of the field is not deleted from the record. When you add the field to the field set again, the field retains the earlier value and you do not have to enter a new value for the field.
  7. Click Save.
    The customized form appears when you open an existing object record or create a new record. If you have opened an existing record, refresh your browser to view the fields that you have added and removed during customization. The customized form is also available if you log on to BMC Remedyforce later.

    Note

    If you want to switch to the standard form, you must make the required changes in the Form Assignment tab of Application Settings, then refresh your browser or log on to BMC Remedyforce again.

  8. Repeat step 3 through step 7 for each field set that contains the fields that you want to add to the custom form.
    If you add a field from multiple field sets, the field appears in multiple locations on the custom form.

    Note

    If you are customizing the object form for the first time, you must assign the custom version of the form to the required profiles. For more information, see Assigning custom forms to a profile. If you want that the field that you have added must be available on the form in the read-only format, see To enable Read-only permission for a field added to a form for the required profiles.

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To enable Read-only permission for a field added to a form for the required profiles

If you have added a field to an object form and you want that no user can make any change to the field, you can make the field read-only for the users of the required profiles.

  1. Navigate to Setup > Manage Users > Profiles.
    A list of all profiles in your Salesforce organization is displayed.
  2. In the Profile Name column, click the required profile.
  3. In the Field-Level Security section, select the object that you want to modify and click View.
  4. Click Edit.
  5. Select the Read-Only check box for the required field.
  6. Click Save.
  7. Repeat step 2 through step 6 for each profile.

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To enable permissions for a custom object for the required profiles

If you have added a custom object and you want to configure permissions, you can provide different level of access for the users of the required profiles.

  1. Navigate to Setup > Manage Users > Profiles.
    A list of all profiles in your Salesforce organization is displayed.
  2. For the required profile, in the Profile Name column, click Edit.
  3. In the Custom Object Permissions section, select the required access rights for the custom object that you have created.
  4. Click Save.
  5. Repeat step 2 through step 4 for each profile.

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To create custom lookup fields for custom objects

You can create custom lookup fields that you can use on the custom form of an object.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click the required object name for which you want to create the lookup field.
  3. In the Custom Fields & Relationships section, click New.
  4. Select the Lookup Relationship option button, and click Next.
  5. From the Related To list, select the other object to which this object is related, and click Next.
  6. In the Field Label and Field Name fields, type the label and name of the field.
  7. Click Next.
  8. (Optional) If you are creating the lookup field to be added in the Self Service: Service Request form, select Read-Only or Visible field-level security for the Remedyforce Client profile and other profiles whose users access Self Service.
    This step is required to make the custom lookup field visible in Self Service.
  9. Click Next.
  10. Select the page layouts that should include this field.
    You can accept the default selection.
  11. Click Save.

    Note

    If you are creating a lookup field to add it to the Self Service: Service Request form and you find that the lookup field is not appearing in the form in Self Service, see To enable the lookup fields on the Self Service: Service Request custom form.

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To enable the lookup fields on the Self Service: Service Request custom form

If you have added a lookup field to the Self Service: Service Request form and the field is not visible on the form, you must make the field available in Self Service.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click Incident.
  3. In the Custom Fields & Relationships section, click the required custom lookup field.
  4. In the Custom Field Definition Detail section, click Set-Field Level Security.
  5. Depending on your requirements, select Read-Only or Visible field-level security for the Remedyforce Client profile and other profiles whose users access Self Service.
    For the Column Header field set, in the Set-Field Level Security ensure that you select the Visible field-level security for the Remedyforce Client profile.
  6. Click Save.

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To configure object-level permission for a lookup field

If you have added a lookup field on an object to the Self Service: Service Request custom form in a field set, however, the lookup field is not visible on the custom form, you must ensure that the object-level permission is enabled for the lookup field.

  1. Navigate to Setup > Create > Objects.
  2. In the Action column, click Edit beside the object name on which you have created the lookup field.
  3. In the Optional Features section, click the Available for Customer Portal check box.
  4. Click Save.

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