7 Replies Latest reply on Dec 1, 2019 11:59 PM by Supriya Ashtekar

    Self Service Simplification

    Vandana Rattan
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      Hi Experts,

       

      We want to simplify Self Service portal for the end users. Currently they have options to "Raise a Ticket" and "Submit a Request". We want following:

       

      1. Bucket both submitting a ticket and request together as "Submit IT Ticket". I understand that we can rename tiles but how will differentiation between request and incident work then?

      2. When Submit IT Ticket button is clicked open a form which asks them questions:

      • Is something broken
      • Do you require something

      3. Depending on the option selected in 2, further fields should be shown OR if:

      • Is something broken is selected then open the form to submit incident.
      • Do you require something is selected then open a form which displays a dropdown with options like: Password reset, Access to shared folders, etc and then further fields be displayed what is selected from this dropdown.

       

      How can this be achieved?

       

      If I create a Lightning component, is it possible to open this on click of a custom tile? If so how should this be configured?

       

      Can we open Submit Incident form from a custom Lightning Component when a particular dropdown value is selected?

       

      Apologies for asking too many questions but I have been investigating this for long and have not been able to conclude.

       

      Thanks,

      Vandana

        • 1. Re: Self Service Simplification
          Neena Ahirrao Guha

          Hi Vandana,

          In Summer 19 we have provided conditional rendering for tickets just like we have for service request. Also whenever you select categories , type description then smart suggestions  for ticket templates, service requests definitions, knowledge articles n broadcasts gets displayed which client can select as per requirement on the fly. For your above questions you can add conditional  rendering for categories and in turn on the basis of displayed categories  you will get smart suggestions and there client can select either ticket suggested or service requests suggested.... I hope it will resolve your use case.

          Thanks,

          Neena

          • 2. Re: Self Service Simplification
            Neena Ahirrao Guha

            You can refer my blog on conditional  rendering for self service tickets - Dynamic Field Rendering in Self Service 3.0 tickets

             

            Thanks,

            Neena

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            • 3. Re: Self Service Simplification
              Vandana Rattan

              Hi Neena Ahirrao Guha,

               

              Thank you for replying back and sharing the documentation. As I go through the document I understand that dynamic rendering is for displaying fields conditionally. A few additional queries:

               

              I have tried to configure this but it does not seem to meet what I have described in my initial query. Category field is very confusing for users and we want to replace it by something simple (maybe a dropdown). But with conditional rendering, Category field cannot be displayed conditionally. Is it possible to remove Category field?

               

              Thanks,

              Vandana

              • 4. Re: Self Service Simplification
                Supriya Ashtekar

                Hi Vandana,

                 

                You can remove Category field by using the feature " Configure fields" , where you can add those fields in the field set that you dont want to be display on ticket form

                 

                Go to Remedyforce Admnistraion->Configure Self Service->Ticket Layouts

                   

                 

                As you can refer below screenshot, where I have added Category and some more fields into field set that I dont want to display on Ticket form

                 

                 

                In self service, those fields are not displayed on ticket form

                 

                 

                Thanks

                Supriya

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                • 5. Re: Self Service Simplification
                  Vandana Rattan

                  Thanks Supriya. Much appreciated.

                  • 6. Re: Self Service Simplification
                    Vandana Rattan

                    Hi Supriya,

                     

                    Your answer has been super helpful for me in relation to simplifying Self Service portal UI. I do have a follow up question. I have remove Category field from the UI and in place put in separate dependent picklists to gather information. Now when I submit the ticket, is it important to formulate resulting Category based on pick lists and ave it or is it ok to leave the Category and work off the new fields? Do you foresee any issues if Category is not populated at all in the tickets?

                     

                    Thanks,

                    Vandana

                    2 of 2 people found this helpful
                    • 7. Re: Self Service Simplification
                      Supriya Ashtekar

                      Hi Vandana,

                       

                      There will not be any issue if Category is not populated at all in tickets, but you have to look into your org for any customization added and which is dependent on category.

                      Basically mainly, Categories allow you to create classifications for the data you want to group or track for reporting purposes. You can organize your data by using category types and defining parent and child relationships between categories. Categories help to keep data in our org consistent.

                       

                       

                       

                      Thanks

                      Supriya

                      1 of 1 people found this helpful