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The Self-Service Portal (SSP) provides end-users a simple interface to their IT support organization. 

By default, it provides access to such actions as viewing User Profile and Cabinetthe user profile and the cabinet, browsing the Service Catalog, reading the Knowledge Base articles, and working with Incidents incidents (creating Incidentsincidents, commenting, and progress tracking progress).


Portal interface


The Self-Service Portal main page consists of several the following areas:

  1. Header 
  2. Portal Announcements
  3. Search bar
  4. Main area

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Banner

Header

Banner Header is built with the Simple Tree structure mechanism.

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This area contains the following elements:

  1. Quick link to the Cabinet.
    1. My Tasks – here you can find tasks – browse the tasks assigned to you, and among them:
      1. Incidents
      2. Service Requests
      3. Change Requests
      .
    2. My tickets – track the tickets (incidents, inquiries) created by you.
    3. My approvals – browse, approve or reject the tickets that require your approval.
    4. Assets and equipment – browse the assets (services and configuration items (CIs)) My CI – this section lists the assets (services or CIs) that are associated with you.
    5. My Tickets – here you can find the tickets (incidents, inquiries) created by you.
    6. My Approvals – here you can find the tickets that need your approval.
  2. Knowledge Base – browse the company Knowledge Base to find and read the articles.
  3. Service Catalog – browse the company Service Catalog to find the services and items that fit your needs, and place an order using the appropriate Service Request form.
  4. Search bar – enter keywords (on any page but the main) Search bar – enter the key words to find the records you need. This type of search bar appears in the header on any page but the main.
  5. Profile icon – contains the following elements:
    1. Profile – leads to open the page with user your profile information.
    2. Impersonate – allows imitating other users for impersonator. See the User Impersonation article to learn more.
    3. Elevate Roles – allows activating a role with Elevated Privilege. See the Role Structure article to learn more.
    4. Language – allows switching system language of the current userLanguage – switch the interface language.
    5. Logout – logs log out from current user's your profile.
Portal Announcements

Announcements

This area contains the Announcements block which block that broadcasts messages to SSP users. This functionality is used in cases when the administration needs to inform users administration messages about any circumstances or events that take place, like service degradation or emergency workswork.

In SimpleOne, announcements visually differ depending on the Announcement Typethe announcement type:

  • Recovery – informs that some service recovery activities have been started.
  • Completion Recovery – informs that some service recovery activities are over.
  • Maintenance – informs about updates, backups, or maintenance.
  • Urgent Maintenance – informs about an unexpected breakdown.
  • General Information
To manage announcements (create, edit, or delete), please navigate to the Service Announcements menu category in the agent interface
  • – shows notifications.

Search The search bar allows finding you to find the necessary records among the Knowledge Base articles, inquiries, incidents, notifications, and tickets.

Tip

To add more dictionaries to the search selection, create a new Text Search Table (ts_table) to the Self-Service Portal record in the Text Search Group (ts_group) table. Refer to the Search Configuration article to learn more.

The system searches for The search is performed based on keywords and content of tables related to the Self-Service Portal record in the Text Search Group (ts_group) table. A list of matching records is displayed after the search is over.

The search bar moves to the Banner Header appears in the header on all pages except the Main Pagemain page.
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Section
Main area

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Blocks of the

Main area

are built with the Simple Tree structure mechanism.

The main area is intended to be the storefront for a consumer, and it consists of navigation blocks cards leading to various portal actions and sections:

  1. My Tasks – here you can find browse the tasks assigned to you:.
  3. Incidents
    4. Service Requests
  4. Change Requests
    5. Service Catalog – Catalog – browse the company Service Catalog to find the services and items that fit your needs,  and and place an order using the appropriate applicable Service Request form as well.
  5. Knowledge Base – – browse the company Knowledge Base to find and read the articles.
  6. Ask a question – here you can submit an Inquiry – submit a user querythat cannot be definitely classified as an incident or a service an incident or a service request.
  7. Create Incident – here you can submit an Incident  – report about any inconvenience with the company service or equipment.

Filters


On the portal, The following tools for record filtering are provided on the My Tasks, My CI, My Tickets, and My Approvals pages provide the following tools for filtering records and Assets and equipment pages:

  • Keywords search
  • Filter by date
  • Filter by state (Filter by)

Click the list Image Added icon to set the number of items displayed per page.

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Keyword search

Find a record or records containing specific words or characters using this filter.

  1. Click on the filter bar.
  2. Enter the one or multiple words or characters you need.
  3. Press Enter on your keyboard to apply the filter.

Filter by date

Find a record or records created on a specific day or within a specific period of time using this filter.

  1. Click on the filter bar to open the datetime date and time picker.

    • Click the calendar icon Image Modified to  to select a date. 

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    • Click Add an interval to select a period of time within which a record was created: select the Start and End dates of the interval.

    • Click Delete the interval to get back to selecting one date.

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  2. Click Apply to apply the filter.

Filter by state

Find records in a specific state using this record.

  1. Click on the filter bar.
  2. Choose one or more options by selecting the checkboxes at on the left.
  3. Click on the operation area to apply the filter.

To unselect the options:

  • Click on the filter bar and clear the checkbox you need.

  • Click the cross icon Image Removed at Image Added to the right of the option. 

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