Creating a Self Service Mobile Role
If you are using a version of Neurons for ITSM prior to release 2016.1, you may need to create the Self Service Mobile role using the following procedures. For versions of Neurons for ITSM beginning with Release 2016.1, the Self Service Mobile role is available, but will need to be assigned to users.
Creating the Self Service Mobile Role
The Self Service Mobile role can access the Self Service Mobile user interface.
Create the Self Service Mobile role by following these steps.
- From the Configuration console, click Configure > Users and Permissions > Roles and Permissions.
- Find the Self Service role in the Role Name column and click Clone in the Action column.
- In the Clone Role dialog box, enter SelfServiceMobile (with no spaces).
Check the spelling. After you enter and save the name, you cannot change it.
- Click the newly created SelfServiceMobile role to go to the Role Details page.
- Check New Self Service UI. This provides access to the Self Service Mobile user interface.
Enabling the Self Service UI check box will ignore any settings configured in the top-level tabs for that role. Use Self Service Mobile UI customizations to configure mobile options. Refer to Configuring the Self Service Mobile Portal for more information.
- Click Save.
You can add this new role to any group, or assign it to any users who need to access the Self Service Mobile user interface.
Ensure that the Self Service Role is checked under the Branding Options, as this setting designates the role as a self service role. For more information refer to Setting up Roles.
After you create the role, edit the WebSelfService.New and WebSelfService.Edit Incident forms to ensure that they allow the appropriate views.
Editing the Incident.WebSelfService.New Form
- From the Configuration console, click Configure > Business Objects to open the Business Objects workspace.
- Open the Incident business object.
- Click Forms from the toolbar, then click Incident (Incident.WebSelfService.New) to open the form.
- Click the Summary field to select it.
- From the Control Properties tab, set the Width parameter to 21.
- Click the Description field to select it.
- Click Save.
Editing the Incident.WebSelfService.Edit Form
- From the Configuration console, click Configure > Business Objects to open the Business Objects workspace.
- Open the Incident business object.
- Click Forms from the toolbar, then click Incident (Incident.WebSelfService.Edit) to open the form.
- Click the Activity History field and then click Delete to delete the field from the form.
- From the left pane, click Other, and then drag Related Object List on to the form.
- Ensure that the Related Object control is in its own row, and drag it to move it if needed.
- Select or set the following properties for the related object list from the Control Properties tab:
Name | Value |
|---|---|
Height | 2 em |
Label Pos | On the top |
Style | Default |
Tab Index | 1 |
Width | 35 em |
- Click Flex Settings to open the Related Objects List dialog box and modify the following settings:
Name | Setting |
|---|---|
Operations | Check Multi-Select. (Uncheck all other options.) |
Show Items as | Select Shrink to fit from the drop-down list. |
Types | Select Journal#Notes |
Type Configuration: [Journal#Notes] | |
Show as | Select Custom. Then enter the following code: <div> <p> {CreatedDateTime:date(_$R("m/d/Y g:i A"))}     <FONT COLOR="#2286BB"></FONT> </p> </div> |
Item Click | Select Open Form. |
View Form | Select Journal Notes (Journal Notes). |
- Click Save from the dialog box.
- Click Save.
Assigning a Role to the New Self Service User Interface
Use this procedure to assign a role other than the Self Service role to be able to access the Self Service Mobile user interface.
- In the Configuration console Build > User Interface Styles > Style Editor.
- Select any role.
- In the Exceptions / Custom Roles section, click Add Exception.
- The Add Exceptions / Custom Roles dialog is displayed. You can define the exception based on the current version in use.
Modify and save only one option at a time. The system allows only one change per instance.
For non Self Service roles using V1 (Classic)
To enable a non self service user role from V1 (Classic) to Self Service V3 portal, do the following:
a. Select the appropriate role from the Role dropdown list.
b. Select UI v3 from UI dropdown list.
c. Click Save.