8 Replies Latest reply on Jun 11, 2018 4:52 PM by Joshua Lenning

    Request Definitions Self Service Links

    John Wisdom

      I would like to make the Request Definitions Self Service Links available to Staff users. Either in a view or in a report. 

      I am not seeing this field available anywhere. Any ideas?

       

        • 1. Re: Request Definitions Self Service Links
          kedar zavar

          You may like like to create a document/pdf  and add it to left navigation. Or Action calling web link or sharepoint link.  There is no option out of box.  Will have to list this . It would be nice to have this. I agree.

           

          Kedar

          • 2. Re: Request Definitions Self Service Links
            Amit Jaiswal

            The idea behind SelfService links is if you have a need to embed shortcuts to directly launch the SRD from a list or from an Intranet portal, you can do that.

            For example, suppose you have your organization's intranet portal and you want to give a shortcut for directly launching a particular Service Request(s) from that page itself, you can embed this hyperlink in that page and let the users have a direct link to do that. Same for Knowledge Articles or Templates etc.

             

            So if you have to build a view for these, you can add these links in a custom HTML page and expose that as a custom tab.

             

            Hope this clarifies.

            • 3. Re: Request Definitions Self Service Links
              John Wisdom

              While that is true, Amit the use case I am being asked to address here is when someone from the service desk or another IT team is working with a client and there is a service request they want to bring to the clients attention it would be nice for them to be able to IM or email them a link the SR rather than walk them through how to get to it.

               

              This could be solved easily simply by making that field available for reporting.

               

              Thanks

              • 4. Re: Request Definitions Self Service Links
                kedar zavar

                We have few customers using this as part of email signatures as well.  Just put links if you have SSO working , it launches the form.

                 

                Kedar

                • 5. Re: Request Definitions Self Service Links
                  Amit Jaiswal

                  Ah, got the use case now, thanks for explaining.

                  Good news is - its very easy to get.

                   

                  If you notice, the only thing variable in the URL for all SRDs is the ID of the record in the last, rest everything is static.

                   

                  Just add a new formula say "SS Shortcut" field of Text type on the Request Definition object.

                   

                  The formula would be:

                  'https://login.salesforce.com?startURL=/apex/bmcservicedesk__ssredirect?type=sr%26id=' + id

                   

                  Then you can create a report on this object or a Standard Tab to let your Staff access this information from the "SS Shortcut field"

                   

                  Thanks

                  Amit

                  1 of 1 people found this helpful
                  • 6. Re: Request Definitions Self Service Links
                    John Wisdom

                    Exactly what I was looking for. Thanks Amit. Works great!

                    • 8. Re: Request Definitions Self Service Links
                      Joshua Lenning

                      When I initially had this come up, using just "id" wouldn't work as it also has 3 additional characters at the end. Without the 3 characters, the URL would not land you on the form.


                      For reference, this is the formula field we use on the Request Definition object. It matches exactly what is shown in the "Self Service Link" section.

                      "https://CUSTOMDOMAIN.my.salesforce.com/apex/bmcservicedesk__ssredirect?type=sr&id="& 
                      Id 
                      & MID("ABCDEFGHIJKLMNOPQRSTUVWXYZ012345",( 
                      IF(FIND(MID(Id,1,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,1,0) 
                      +IF(FIND(MID(Id,2,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,2,0) 
                      +IF(FIND(MID(Id,3,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,4,0) 
                      +IF(FIND(MID(Id,4,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,8,0) 
                      +IF(FIND(MID(Id,5,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,16,0) 
                      )+1,1) 
                      & MID("ABCDEFGHIJKLMNOPQRSTUVWXYZ012345",( 
                      IF(FIND(MID(Id,6,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,1,0) 
                      +IF(FIND(MID(Id,7,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,2,0) 
                      +IF(FIND(MID(Id,8,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,4,0) 
                      +IF(FIND(MID(Id,9,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,8,0) 
                      +IF(FIND(MID(Id,10,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,16,0) 
                      )+1,1) 
                      & MID("ABCDEFGHIJKLMNOPQRSTUVWXYZ012345",( 
                      IF(FIND(MID(Id,11,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,1,0) 
                      +IF(FIND(MID(Id,12,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,2,0) 
                      +IF(FIND(MID(Id,13,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,4,0) 
                      +IF(FIND(MID(Id,14,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,8,0) 
                      +IF(FIND(MID(Id,15,1), "ABCDEFGHIJKLMNOPQRSTUVWXYZ")>0,16,0) 
                      )+1,1)