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Hello Remedyforce Self-Service 1.0 users! It’s time for a change. As of our upcoming Spring 16 release of Remedyforce, Self-Service 1.0 will be going end of life. As a recap, going end of life means:

 

  • No further development from Remedyforce Product Management will be done on Self-Service 1.0
  • No defects will be addressed going forward by the Remedyforce Engineering team on Self-Service 1.0

 

However, the benefits of migration are abundant. First of all, migration is very easy! Check out this YouTube video for a demonstration of the migration process - if I can do it....anyone can!

 

 

For a bit of background, Self-Service 2.0 was first introduced in our Spring 13 release in April of 2013. The new tab-based UI for Self Service (Self Service 2.0) was designed to improve performance, usability, and interface organization. The Self-Service home tab was divided into tiles to perform various tasks in a much easier way - for example, submitting new incidents, viewing existing requests, searching and browsing Knowledge articles, being notified of relevant company-wide topics, and so on.

 

As a summary, the Self-Service 2.0 enhancement benefits include:

 

  • Automated approvals; ability to view approvals assigned to you or a queue; ability to approve or reject a single record or multiple records simultaneously as well as reassign an approval
  • Suggested self-help articles and service requests based on your assets can be displayed in the Self Service Home page
  • Ability to follow a broadcast from the Self Service UI. The updates for the broadcasts that you are following are visible in your Chatter feed as well
  • Ability to configure columns to be displayed in the View Tickets and Requests list view
  • Ability to view more information related to a service request in the UI
  • Ability to view the owner of the incident (the person to which the incident was assigned)
  • Rich text capability
  • Self-Service users can use Chatter
  • Ability to assign different layouts per client profile if applicable, while with SS 1.0, it was either accept the default or one custom profile only
  • Ability to route incidents to different queues per layout in Self-Service 2.0.

 

And did I mention migration to Self-Service 2.0 is easy?

 

Included in this blog is a Remedyforce Value Enablement Kit that provides an overview of the simple migration steps, provides you a screen by screen walk through of the migration process as well as some common post migration configurations that you may want to leverage.

 

A common question may be “how do I know if I’m on Self-Service 1.0”?

 

If your Self-Service UI looks like this, you are on Self-Service 1.0 and it’s time to migrate to 2.0:

 

Old UI.png

 

But if your Self-Service UI looks like this below, you are good to go – you’re already on Self-Service 2.0! If you implemented Remedyforce Spring 13 and later, then the Self Service 2.0 interface shown here, was the default for you:

 

New UI.png

 

The intention of the Self-Service Migration kit is not to show you how to set up or configure Self-Service in general, but if you are new to self-service, and would benefit from guidance on that topic then you can access Remedyforce Communities to access our Getting Started with Self-Service enablement kit which includes a PPT and series of videos.

 

As always, please don’t hesitate to reach out to RemedyforceSuccess@bmc.com if you have questions or require additional assistance. Happy migrating!