Settings for incidents submitted by clients

Incident assignment to queue

Enables you to assign a default queue for all new incidents and service requests created in Self Service.

Allow clients to close their incidents

• Incident resolution is required
• Incident resolution is not required

Allow clients to copy incidents

Enables clients to copy existing incidents and service requests.

Allow clients to reopen their incidents

To allow users to reopen incidents and service requests that they have closed. This option is also applicable for Remedyforce Salesforce mobile app.

Show 'Submit a Ticket' link

Provides the Submit a Ticket link on the Service Request, Self Help Article, and Self Service Search tabs. This setting is not applicable to Self Service 3.0.

Allow clients to create incidents from broadcasts

Enables clients to create an incident from a broadcast. This setting is not applicable to Self Service 3.0.

Allow clients to add notes to their incidents

Enables clients to add notes to their incidents.

Limit closed incidents (recently completed requests) to

Enables you to limit the number of closed incidents and service requests that are displayed to clients. If you clear this check box, clients can view all closed incidents and service requests. In the Days field, type the required number of days. Self Service limits the display of closed incidents and service requests to only incidents and service requests that are closed in the specified number of days.

Enable filtering of Tickets and Requests by

Enables clients to filter records in Self Service based on the following options:

• Status: If you select this option in Self Service, users can use the Status list to filter the records.

• State: If you select this option in Self Service, users can use the State list to filter the records.
  If you want to display the State field in the list view, you must add the State field to the Self Service: View Tickets and Requests field set of the Incident object.

• Status and State: If you select this option, in Self Service, the users can use both the options to filter the records. In this case, the records are first filtered based on the value selected in the State list and then the records are filtered based on the value selected in the Status list.

Note:

When clients search for a record, the search is performed only on the filtered records.

Search result actions

Enables submitting a ticket or a service request from Self Service 3.0 Search page by showing the respective buttons. Select one of the following options:

• Show 'Submit Ticket': Shows the Submit  a Ticket button to submit a ticket.
• Show 'Submit Request': Shows the Submit a Request button to submit a service request. Select the service request defintion that should be used by clients to submit the request.
  
  Note: For Submit a Request option, the Catch All Service Request as configured by the administrator will open the Service Request form on Self Service 3.0 irrespective of the entitlement configured for a request definition.

• None: Does not display any button on the Search page.