Settings for service requests in Self Service

To enable clients to submit service requests, you must configure request definitions that act as templates to submit a service request in Self Service or the Remedyforce Console. For creating and configuring request definitions see Creating-and-configuring-an-SRD. Additional settings to configure behavior of service requests in Self Service are provided on the Remedyforce Administration > Configure Self Service > Service Requests page.

The following table explains the settings that control service request behavior in Self Service:

Displaying rich text description for service requests in search results 

To display the Rich Text Format (RTF) description for service requests in search results, add the Description field of type Text Area (Rich) to the Self Service: Service Request Details fieldset of Request Definition object. Note that fieldset related configurations are not supported in Lightning Experience. To make fieldset related configurations, you must switch to the Classic view.

To add fields to the fieldset

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Objects > Create and Edit Objects.
3. In the Object field, click All Custom Objects.
4. On the Custom Objects page, search for Request Definition object and click it.
5. Go to the Field Sets section and click Edit for Self Service: Service Request Detail.
6. Select and drag the Description field of type Text Area (Rich) from the object palette and drop it to the In the Field Set list. You can also add the Description field for the plain text, but priority is given to the rich text field if it contains a value.
7. Click Save.

Related topics

Settings-for-configuring-Self-Service