You can change the steps and the order of steps in self-service and helpdesk tasks by modifying the workflows that correspond to these tasks. For example, to modify the Forgot My Password task on the Self-Service site you need to modify the Forgot My Password workflow on the Administration site.
A workflow consists of activities; each activity can be configured independently of other activities. Almost each activity corresponds to a single step in a task, that is a single page in the wizard a user goes through to complete the task.
By adding and removing activities and changing activities’ order in a self-service workflow you can define what wizard pages and in what order users will go through when performing a task on the Self-Service site. The same applies to the Helpdesk site and helpdesk workflows.
For more information on configuring workflows, see Workflow Structure.
For more information on modifying self-service workflows and activities, see Self-Service Workflows
For more information on modifying helpdesk workflows and activities, see Helpdesk Workflows.
By adding the notification activities into a workflow, you can send notifications to users and administrators about successful or failed workflows. The following notification activities are available:
Password Manager offers user notification templates for all predefined workflows in 16 languages. You can customize the notification template by editing the Email user if workflow succeeds and Email user if workflow fails activities.
Templates are not provided for administrator notifications. To create administrator notifications, edit the Email administrator if workflows succeeds and Email administrator if workflow fails activities.
If you want to send email notifications in other languages, you can add more languages to the language list for the required notifications.
For more information on customizing email notifications, see Customizing Notifications.
In any self-service task Password Manager allows you to include a page with a end-user agreement. You can use it to obtain users’ consent to store their personal information that may be available in their Questions and Answers profiles.
To this, add the Display user agreement activity to required workflows. When configuring this activity, you can use the predefined end-user agreement template or create your own. You can also specify the agreement text in several languages. The default agreement text template is available in 16 languages.
For more information on configuring the end-user agreement, see Display User Agreement.