Configuring Self Service
Self Service enables users to create and resolve their own tickets, which in turn might lower the call volume to technicians. The users in Self Service can create a new ticket or view a list of tickets submitted by them. Additionally, they can browse available solutions and provide feedback about them.
The following video (10:50) presentation provides information about customizing Self Service.
The following table provides information about the Self Service features:
| Goal | Reference topic |
|---|---|
| Understand the capabilities, benefits, and features of Self Service. | Overview of Self Service |
| Configure the default settings for Self Service such as Tickets, password policy, and the display settings. | Configuring default settings for Self Service |
| Customize the modules displayed in Self Service. | Configuring Self Service modules |
| Customize the language in which Self Service is displayed. | Configuring Self Service language |
| Customize the logo and URL on the Self Service landing page | Customizing the logo and URL displayed in Self Service |
| Configure your company's logo on login and home page along with the background image on the login page. | Customizing the company logo and login background displayed in Self Service |
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Comments
What if we want to change the background picture?
Looks like we need to add that to our documentation above. Here is a kbase article to help you out. https://communities.bmc.com/docs/DOC-119981
How do you set default impact and urgency for incidents entered through self-service?
Hi, Matt. Thanks for your question. We have forwarded it to the writer who is responsible for this content.
Hi, Matt. Track-It! does not consider impact and urgency when defining priorities. However, you can use two custom lookup fields on the Ticket form for impact and urgency, and then create a business rule to calculate the priority based on the values in those fields. For more information, see Configuring values for a Help Desk lookup field and Configuring business rules.
To request that impact and urgency be considered when defining priorities, you can submit this as an idea that other members can vote on. To submit an idea, click Ideas on the BMC Communities webpage for Track-It!: