Configuring Lightning components on Lightning pages

Lighting components can be added on the lightning apps so that the user can directly submit tickets, raise requests, or view self help articles without logging into any other URL. For more information, refer the following sections:

• • Lightning App Builder
  • Prerequisites
  • Configuring domain for the Lightning components
  • Configuring Lightning component
  • Caveats
  • Related links

Lightning App Builder

The Remedyforce Lightning components can help you build your own user interface through Lightning App Builder, which is a point-and-click tool that makes it easy to create custom pages on Lightning pages.

Prerequisites

• Setup domain for the organization.

Configuring domain for the Lightning components

To configure the domain, perform the following steps:

1. Navigate to one of the following paths: 
   For classic environment, Setup > Settings > Company Settings > My Domain 
   For Lightning Experience, Setup > Company Settings > My Domain
   
2. Enter the domain name and click Check Availability.
3. Click Register Domain.

Configuring Lightning component

You can configure three Remedyforce components on Lightning pages for any Salesforce application:

• Submit Ticket
• Service Requests
• Self Help Articles

To configure the component on the Lightning pages, perform the following steps:

1. Navigate to Setup > Platform Tools > User Interface > Lightning App Builder .
2. On the Lightning Pages section, click New.
3. Select App Page, Home page, or Record page, where you want to add the component.

4. In the Label field, enter the name of the lightning page and click Next.

   Note

   If there are no custom components displayed in the Customs list on the left panel, then click Deploy My Domain.

Configuring Submit Ticket (Deprecated) component 

You can submit a ticket from any of the Salesforce application by configuring the submit ticket component. 

To configure the component, perform the following steps:

1. Drag the Submit Ticket component on the Lightning App Builder page.

2. (Optional) Enter the required label name in the Override Button Label Name field.

   Note

   The changed label name will not be localized.

3. (Optional) Select the required template from the Template field.
   The fields defined in the selected template gets auto populated in the form.
   If no template is selected, then the default template is applied to the form.
4. Click Activate.
5. On the Activation page, select Lightning Experience tab.
6. Select the required Lightning application to configure the component.
7. Click Add Page and save.

Configuring Service Requests (Deprecated) component 

You can create raise a service request from any of the Salesforce application by configuring the request service component. To configure the component, perform the following steps:

1. Drag the Service Requests component on the Lightning App Builder page.
2. (Optional) On the right panel, enter the title for the Service Request component.
3. (Optional) From the Category field, select the required category.
4. (Optional) Enter the number of services to be displayed on the form and click Save.
5. Click Activate.
6. On the Activation page, select Lightning Experience tab.
7. Select the required Lightning application to configure the component.
8. Click Add Page and save.

Self Help Articles component

You can create view self-help articles module from any of the Salesforce application by configuring the Self Help Articles component.
To configure the component, perform the following steps:

1. Drag the Self Help Articles component on the Lightning App Builder page.
2. (Optional) On the right panel, enter the title for the Self Help Articles component.
3. (Optional) From the Category field, select the required category.
4. (Optional) Enter the number of articles to be displayed on the form and click Save.
5. Click Activate.
6. On the Activation page, select Lightning Experience tab.
7. Select the required Lightning application to configure the component.
8. Click Add Page and save.

Configuring the Submit Ticket component 

You can submit a ticket from any of the Salesforce applications to BMC Helix Remedyforce if administrators configure the Submit Ticket component.

This Lightning Web Component provides the look and feel of the Salesforce Lightning Experience. It provides an enhanced functionality wherein you can upload or drop attachments as files. However, the dynamic field rendering feature and lookup filters are not applicable. 

To configure the component, perform the following steps:

1. Create a lightning app. For instructions, see Salesforce help

2. Edit the newly created lightning app.
3. Drag the Submit Ticket component on the Lightning App Builder page.

1. (Optional) Enter the following design attributes as required.

   

   The changed label name will not be localized.

2. Click Save and proceed with the activation of your lightning app. For instructions, see Salesforce help

Configuring the Service Catalog component

Users can submit service requests from any of the Salesforce applications to Helix Remedyforce when administrators configure the Service Catalog component. 

This Lightning Web Component provides the look and feel of Salesforce Lightning Experience. Using this component, users can view the service catalog with service requests for a specific category. However, the lookup filters are not applicable here. 

Consider the following about this component:

• The component lists only those SRDs that are active and entitled to the current users' accounts, or the users' profiles / permission sets.
• The Category dropdown displays all the categories that contain Active and Online SRDs.
• The alphabetically sorted top 5000 categories are listed in the dropdown, sorted by the category name.
• If you configure the value as None for the Category field, the configured common SRDs will be listed. 
  These common SRDs are sorted based on their configured display order.
• The displayed SRDs are sorted based on their Title and in an ascending order.
• The header separator in the form's input sections will always be in an accordion pattern. The separators such as line or bar selected while configuring the Request Definition from Remedyforce Administration are not applicable for this component.  
• On the Service Request Details form, you will not see distinct section separators for Request Details, Incident fieldsets, and Input fields. The line separators will be seen for individual fields only. 

• When you submit a service request on behalf of another user, the phone number and email of that other user are displayed on the Service Request form. 
  However, they are displayed only if those contact details are shared by the other user under Communities > User icon > My Settings.
  For more information, see Share Personal Contact Information Within Communities.

• The Request For dropdown on a service request or ticket form lists users who are from the same account as of the logged-in user and are below in their role hierarchy.

The service request definitions (SRDs) tiles from the catalog are displayed on the Lightning App Builder as follows: 

To configure the component, perform the following steps:

1. Create a lightning app. For instructions, see Salesforce help

2. Edit the newly created lightning app.
3. Drag the Service Catalog component on the Lightning App Builder.

4. (Optional) Enter the following design attributes.

   

   1. Title: Enter the required title. It will override the default title. 

   1. Category: Select a category for which you want to display service requests. 

   1. Number of Rows: Select the number of rows to be displayed in the catalog. By default, three rows are displayed. 

5. Click Save and proceed with the activation of your lightning app. For instructions, see Salesforce help

Configuring the View Requests component

Users can view tickets and service requests submitted from Communities to BMC Helix Remedyforce. This is enabled when the administrator configures the View Requests component.

This Lightning Web Component provides the look and feel that of the Salesforce Lightning Experience.

The functionality is similar to the View in My Activity tile in Self Service 3.0. On viewing a ticket or service request, users can add attachments and notes. Also, to support alignment needs, this component provides layout configuration options as well.

Consider the following about this component:

• The setting Enable filtering of Tickets and Requests by under Remedyforce Administration > Configure Self Service > Incidents will be applied to filter tickets by State or Status.
• The setting Allow clients to add notes to their incidents under Remedyforce Administration > Configure Self Service > Incidents will be applied.
• You can configure the fields to be displayed for every ticket or service request tile by configuring the fieldset View Tickets and Service Requests.
• We recommend to not add Rich Text Area fields in the Compact layout.
• Community Plus and Partner Community users are external users. Files attached to their tickets by staff members are not shared with them.
  However, Platform users such as clients are internal users. Hence, files attached to their tickets by staff members are shared with them. 

The tickets and service requests are displayed on the Lightning App Builder as follows: 

To configure the component, perform the following steps:

1. Create a lightning app. For instructions, see Salesforce help

2. Edit the newly created lightning app.
3. Drag the View Requests component on the Lightning App Builder.

4. (Optional) Enter the following design attributes as required.

   

   Based on the available section size on the Lightning App Builder, select the layout:

   1. Full: Use this layout to display the My Requests dropdown, search box, filter menu, and ticket timeline with the list of tickets and service requests.
   2. Compact: Use this layout to display only the My Requests dropdown with the list of tickets and service requests. Note that, this layout is apt when the component is added to a sidebar. 
5. (Optional) Enter the Number of Records to be displayed in the list.

6. Click Save and proceed with the activation of your lightning app. For instructions, see Salesforce help

Editing components

To edit the component, perform the following steps:

1. Navigate to Setup > Lightning App Builder.
2. Select the required Lightning page and click Edit.

Caveats

The following caveats are applicable for the new Lightning component only and not for the old Aura component:

• For the service requests component, you cannot drag and drop images from your computer to rich text input fields in service requests.

• Instead of displaying the tooltip text, the value of the Header Section field is displayed as a tooltip while submitting a service request. It is a known behaviour relevant to the Salesforce platform. For more information, see Salesforce help

Related links

Configuring lightning components on community pages

Configuring lightning components