Please see this post Redirect Client User to Self Service
Reason could be your RF app (Setups > apps > RF )default landing tab is Self service however if you set to console and if all profiles are using same app it will impact user. See steps in post.
Caution - if you reset tabs it will overwrite users tab settings.
Test on sandbox.
Thanks Kedar. If I don’t want to make that change, is there any way I can help this individual staff member?
Service Delivery Manager
NYC School Construction Authority
30-30 Thomson Avenue
Long Island City, New York 11101
(718) 752-5813 office
(917) 745-7163 mobile
They can open Remedyforce Self Service in a new browser tab.
This staff member is stuck in Self Service every time he logs in. How can he log in and get to the console?
Hi Sean, the staff user dont have access to any of the other Tabs like Console, Admin, Dashboard at all, after upgrade?
They do have access. If they get an e-mail with a link, they can get to the ticket. However, when they just log in, they end up in self service. Only one user has reported the issue so far.
Sounds like you have set the Landing page to Self Service for all profiles. Can that be the case?
Under Setup, Create, App, select Remedyforce, set default landing tab for agents to console.
Hope this helps.
Hi! Are you saying it's possible to set the landing tab for agents separately? Aren't setting the default tab for everyone in one go, for agents as well as clients? That is my problem since I would like to have the clients default to SSP and agents to the console. Just don't know if it's possible.
Nope, I don't think default landing tab can be managed by profiles. It is by apps (RemedyForce is one of the Salesforce galaxy)
Within below Redirect Client User to Self Service discussion, the work around is to Create a "cloned app " only available for clients with the SSP as landing tab..
To be tested !!
Yes. That’s the solution. Create a new ‘app’ assign only the self service as tab, and set the landing page as default for service desk client profile.
We do this with all our customers