Configuring Self-Service in ESM

Objective

After completing this lesson, you will be able to configure self-service parameters and adapt the self-service user interface (UI) to meet specific organizational needs.

Configure Self-Service Parameter

To enable a Case Type for self-service, you must activate the Self-Service Toggle in the Case Type configuration.

Steps to Enable Self-Service:

  1. Navigate to Settings → Cases → Case Type.
  2. Select the Case Type you want to enable.
  3. Set the Self-Service Toggle to ‘Yes’.

Once enabled, the Case Type will be available for self-service.

Self-service toggle is highlighted in a case.

After activating the Self-Service Toggle, the Case Type can now be selected in the drop-down list box for the field Case Type in self-service.

In this example, we activated self-service for a general inquiry case type which is now showing in the case type field.

General Inquiry case type is highlighted in a case.

Adapting the Self-Service Widget

You can customize the self-service widget UI to show or hide specific fields.

Prerequisite:

The Business Service sap.crm.selfserviceservice.uiapp.selfService

must be assigned to the Admin User to access and adapt the self-service view.

Steps to Adapt Self-Service:

  1. Navigate to Self-Service via the menu.
  2. Select "Create Case".
  3. Click "Start Adaptation" to modify the UI.
Menu option and then self-service is highlighted

Customizing the Self-Service UI

The self-service widget UI is divided into three sections:

  • Default Case Fields Section
  • Case Extensions Section
  • Case Description Section

Select + to manage the different sections of the self-service screen.

manage sections

Once you select Manage Sections, you will then see All Sections.

Default Case Fields, Case Extensions and Case Description Sections are highlighted.

In the Default Case Fields and Case Description sections, fields can be reordered or hidden, but no new fields can be added. In the Case Extensions section, fields can be added or removed as needed. The Self-Service Screen can be customized for each case type.

By selecting the pen for example in Default Case Fields section you can reorder or hide the fields under Section Items.

Section items are highlighted in create case

Configuring Self-Service in SAP Enterprise Service Management

The following video demonstrates how to enable the self-service option for a specific case type and customize the self-service UI widget to suit specific needs.

Lesson Summary

This lesson covered enabling case types for self-service by activating the Self-Service Toggle in Case Type Configuration. Once enabled, the case type appears in self-service selections. You also learned how to customize the self-service UI. Default Case Fields and Case Description sections allow reordering and hiding fields, while Case Extensions supports adding and removing fields. To adapt the UI, the Business Service sap.crm.selfserviceservice.uiapp.selfServicemust be assigned to the Admin User. Adaptations can be applied per case type to meet organizational needs.

Learning

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