Configuring Lightning Web Components

• View submitted tickets 
  If a Remedyforce administrator adds the View Requests component, you can view the submitted tickets under the My Requests section. For more information, see View Requests.
• Template parameter
  • If an administrator selects a template while configuring the Submit Ticket component, field values are pre-populated when clients submit a ticket.
  • Selecting a template while configuring the Submit Ticket component is optional.
  • The Submit Ticket component displays a maximum of 5000 active incident templates in the Template list.
  • The ticket form displays fields from the field set selected on the Ticket Layout page. The fields on the ticket form display configured values while adding a template.
  • If required, clients can update the fields while submitting a ticket.
  • If the fields configured in an Incident template are not present while submitting a ticket form, those fields are displayed after submitting a ticket.
  • If a template is configured in the Submit Ticket component, the ticket form will not display the Template field even if it is added to the fieldset.
• Linked tasks
  • Clients can view linked tasks in the Tasks section on a ticket form if a Remedyforce administrator selects Remedyforce Administration > Configure Self Service > General Self Service Settings > Show linked tasks with submitted records.
  • In the Tasks section, fields are displayed from the task fieldset selected under Remedyforce Administration > Configure Self Service > General Self Service Settings > Field set to show columns in the Task tab on the Tickets and Service Requests pages.
  • The Tasks section displays tasks for which the Display in Self Service check box is selected on the Task details page. By default, the Display in Self Service check box is not displayed on the Task details page. You must make this field available in the Console - Task Details field set. For more information, see General-settings-for-Self-Service.
• Lookup filters
  • Lookup filters configured for Self Service 3.0 are applied to ticket forms.
  • When a lookup filter is active and the Apply in Self Service check box is selected, it is applied to the ticket form.
  • Field and Value type of lookup filters are supported for tickets.
    For more information, see Configuring-lookup-filters-for-console-in-BMC-Remedyforce.
• Dynamic field rendering for tickets
  

  • You can enable the dynamic field rendering feature for tickets to define the field display criteria for the ticket layout. The dynamic field rendering configuration is applied when the users create or copy tickets. For more information about setting up this feature, see Setting-up-dynamic-field-rendering-for-tickets.

    Warning

    Important

    You cannot edit submitted tickets.

• View submitted service requests and drafts
  • If a Remedyforce administrator adds the View Requests component, you can view the submitted requests under the My Requests section. For more information, see View Requests.
  • If a Remedyforce administrator adds the View Requests component, you can view drafts of service requests under the Drafts section. For more information, see View Requests.
• 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 request definitions for which the following conditions are true:
  • The Display in Self Service check box is selected.
  • Request definitions must be active.
    • Either both or one of the following checkboxes must be selected:
      • Incidents
      • Service Requests
• 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 ascending order.
• The header separator in the form's input sections will always follow 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.  
• A header section's conditional rendering is applied to input fields under it, so an administrator does not have to define rendering conditions for input fields under a header section. 
• 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 Setup > Platform Tools > Feature Settings > Digital Experiences > All Sites > Community URL > User icon > My Settings > Profile Visibility.
  For more information, see Share Personal Contact Information Within Communities

• The Request For dropdown on a service request or ticket form lists users from the same account as the logged-in user and below in their role hierarchy.
• Lookup filters configured for a Service Request Definition are applied to service request forms.
• Value type of lookup filters are supported for service requests.

• A Remedyforce administrator can change the following attributes while configuring the component:

• 
  
  • The form width for tickets and self help articles.
  • Search Results header
• This feature is similar to the search feature of Self Service 3.0.
• Search results display records that client users can access.
• The following settings are applied while displaying tabs under the Search Results section:
  
  
  • Remedyforce Administration > Configure Self Service > Search > Enable display of popular or suggested Remedyforce knowledge articles on the Home tab and Self Service Search tab
  • Remedyforce Administration > Configure Self Service > General Self Service Settings > Knowledge articles have precedence over service requests in the layout
  • Remedyforce Administration > Configure Self Service > Service Requests > Display service request definitions and incident templates together
    For more information about these settings, see Settings-for-configuring-Self-Service.
• If search results are not satisfactory, clients submit tickets and service requests from the search results page. This is possible if administrators configure the Request from Search Results component. For more information, see Request from Search Results.

• When an administrator configures Remedyforce Chat for Self Service and adds the Remedyforce Chat component to Digital Experience sites, clients can chat with staff users.
• All settings in the Remedyforce Chat section on the General Self Service Settings page except for the highlighted one are applicable for chat in Digital Experience sites.
  
  For more information about enabling Remedyforce Chat, see General-settings-for-Self-Service.

• For community license users to initiate a chat from digital experience sites, an administrator must select Public Read Only as Default External Access for the User object under Sharing Settings.
  

• To add the Remedyforce Chat component to a Digital Experience site, see To configure the Remedyforce Chat component. 
• This feature is similar to the chat feature of Self Service 3.0. 
• Using Remedyforce Chat, clients can reach out to staff members for quick assistance. Staff users create a new incident or update an existing record based on the chat conversation. 
  For more information about the Remedyforce Chat feature, see Configuring BMC Remedyforce Chat and Assisting-clients-via-Remedyforce-Chat.

• When an administrator configures the View My Assets component on the Experience Builder, the client is able to view the configuration items (CIs) and assets assigned to them.
• The client can also create tickets and view the list of existing tickets.
  
• When the client clicks on Submit a Ticket, the following form opens:
  
• When a ticket is submitted through this option, the ticket is automatically linked to the CIs.
• The Related Tickets option displays all the tickets related to that CI or Asset.
  
• The client can filter and search their own tickets as well as other clients' tickets which are linked to this asset.
• The client can filter the tickets based on the state and the status of the ticket.
• On clicking Show Details, the client can view all available information. On clicking Hide Details, maximum four fields are displayed.

• When an administrator configures View Service Health component, the users can view the service health of all associated business services related to them and their account.
• The users can view the current and future service health/outages. 
• They can filter the records by the service status. The records are categorized as Available, Degraded, Disrupted and Maintenance outages.
  
• They can click on the individual tile to view the details of the outage. The popup window displays the service name, status of the outage, start date, end date, root cause and the description of the outage. Users can also subscribe for email notifications and view the history of service outages for the current service.
• The administrative settings for the View Service Health component are the same as the setting used in Remedyforce Administration.

When the administrator configures the Manage Approvals component, users can view the record details for all the approval requests.

• If the layout is set to Full by the administrator, the records are grouped by Approval Submitted Date. The details for Submitter, Assigned To, and Date Submitted are displayed on a vertical timeline:

  
  
  

  Warning

  Important

  Users can perform actions on multiple approval records by using the Select All, Clear All, Reassign, and Approve/Reject options, which are available in the Full layout.

• If the layout is set to Compact by the administrator, then only the details for Submitter, Assigned To, and Date Submitted are displayed:
  

  Warning

  Important

  In the Compact layout, the checkboxes for individual records are not displayed, as the users cannot perform actions on multiple records simultaneously.

• To view more details of the fields added in the Mobile Approval Fields fieldset of the Approval request, click Show Details. Clicking Hide Details compresses the view and displays the static fields. You can only expand one record card to view details at a time.
  
• Each approval record has the following options in the action menu:
  • Reassign
  • Approve/Reject
  • Approval History

  • Show Record
    

    Option	Description
    Reassign	In the Assign To lookup field, select the user you want to assign the approval request to and click Reassign. The record is updated with the new approver. Warning Important For Self Service 3.0 and Experience Cloud sites, users can add external users as approvers.  To display external users in the lookup field, navigate to Remedyforce Admin > Application > Settings > Custom Settings, and create the custom setting ShowExternalUsersAsApprover with true value.
    Approve/Reject	In case the record requires additional approval, the user can assign it to the next-level approver and add their comments in this dialog box. This field is optional. If the user does not have the permissions to approve or reject the selected records, the Approve or Reject options are disabled.
    Approval History	This dialog box displays the list of all approvers, approval status, submitted date, and comments. If the approval comments are lengthy, the first three lines with ellipsis are displayed in the comments column. The user can click the column cells to see the whole comment text.
    Show Record	Click the Show Record menu option or the card's header to open the record in read-only mode. The user can see notes and attachments associated with the record but cannot add new notes. However, the approver can view and upload attachments or files.

• Approve/Reject/Reassign multiple records
  
  • Users can select multiple approval requests using the check boxes for every pending approval. They can also select all records and clear all selected records on the page.
  • Approve/Reject and Reassign buttons are provided for bulk operation, which is enabled when the client selects one or more approval records.

  • The Approve/Reject button is disabled when users do not have the permissions to approve/ reject one or more selected records.

    Warning

    Important

    Users can approve, reject, or reassign only 200 records simultaneously.