Configuring general Self Service settings
The settings that are applicable to Self Service for all the users are provided on the Remedyforce Administration > Configure Self Service > General Self Service Settings page.
The following table describes the configuration settings that are provided on the page:
Considerations for Submit Tickets/Requests On Behalf Of settings
This feature enables Salesforce Platform license users to submit tickets and requests on behalf of users who are above them in the role hierarchy. It also enables users to submit tickets and requests on behalf of users who are linked to the same Self Service account.
Note the following important points about the Submit Tickets/Requests On Behalf Of settings:
- These settings are applicable for Salesforce Platform license users only. Users with Customer Portal license can only submit tickets or requests on behalf of users who are below them in the role hierarchy.
- If none of the check boxes are selected, the On Behalf Of lookup field is not shown in Self Service.
- Users who are shown in the On Behalf Of lookup field also depend on the organization-wide default (Setup > Security Controls > Sharing Settings) access for the User object.
- Users cannot submit a ticket or a request on behalf of the users with any of the following license types:
- Chatter Free
- Chatter External
- Authenticated Website
- High Volume Customer Portal
- Overage Authenticated Website
- Overage High Volume Customer Portal
- In Self Service, if the logged-on user is linked to an account and the linked account has users with Customer Portal and Salesforce Platform licenses, both types of license users are displayed in the On Behalf Of lookup field.
Records shown in Self Service
Clients can see the tickets and requests that they raise for themselves in the Self list. The records that you submit on behalf of other clients are shown in the Others list.
In addition to the records that you submit on behalf of other clients, clients might see more records in the Others list. The records that clients see in the Others list depends upon role hierarchy. The following records are shown to clients in the Others list based on role hierarchy:
While configuring role hierarchy, if you have configured sharing rules to show or hide records of other users, the sharing rules will be applied in the Others list.
Clients can edit all records shown in the Others list. If a client submitted a record on behalf of another client, only the submitter and the client for whom the record was submitted can edit the record. However, only the submitter of the record can edit value of the On Behalf of field.
You can restrict showing of the Others list. For more information, see Restricting-users-from-viewing-records-created-by-others-users.
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