Overview of Self Service

Self Service is a cloud-enabled application that enables you to perform the following tasks:

• Report an issue or request service.
• Track the status of open tickets and service requests.
• Search for solutions in self-help articles to resolve common issues based on previous solutions.
• Browse through self-help articles and service requests that are available in different categories.
• View a list of commonly used service requests or tickets.
• View the broadcasts that are applicable to Self Service users in the Broadcasts portlet. You can select a broadcast in the Broadcasts portlet, and the broadcast message is displayed in the portlet.
• Use Remedyforce Chat to resolve your queries
• Use Chatter to share information.
• Approve change requests, tickets, and service requests.
• Search for information on your intranet.
• Update your profile information.
• Contact the service desk.

 Terminology differences

The terminology used within the Self Service module is different from the terminology used in BMC Remedyforce. The following terminology differences exist:

• Incidents are called tickets.
• Knowledge articles are called self-help articles.

 Features and benefits of Self Service

Using Self Service, you can create and close your own service requests, thus lowering the volume of calls to staff members. You can also report an issue, submit a new request, create a service request, or find a solution to your issue by using the keywords that define it. Additionally, you can access a database of self-help articles and provide feedback on them. You can also access your opened and closed service requests.

The following table lists the features and benefits of the Self Service module:

 Prerequisites for using Self Service

Before you begin to use Self Service, ensure that you meet the following requirements:

• You must have a correct Self Service URL.
• You must have valid credentials to log on to Self Service.