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This area contains the following elements:
- Quick
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- After asking a question, the system searches for the match in the Known Errors database (KEDB);
- If relevant KE was found, then it should have the article in the Knowledge Base bound that contains workaround;
- This article displays the requestor as an answer to his question.
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search bar allows you to find the necessary records among the Knowledge Base articles, user queries, incidents, notifications, and tickets.
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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 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.
| Info | ||
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Global Search supports the use of the following symbols:
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The search bar moves to the Banner Header on all pages except the Main Page.
Main area
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 leading to various portal actions and sections:
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- New Incident - raise a new Incident
- New Inquiry - raise a new Inquiry.
- that fit your needs, and place an order using the appropriate Service Request form as well.
- Knowledge Base – browse the company Knowledge Base to find and read articles.
- Ask a question – here you can submit a user query that cannot be definitely classified as an incident or a service request.
- Create Incident – here you can submit an Incident about any inconvenience with the company service or equipment.
Filters
On the portal, the My Tasks, My CI, My Tickets, and My Approvals pages provide the following tools for filtering records:
- Keyword search
- Filter by date
- Filter by state (Filter by)
Keyword search
Find a record or records containing specific words or characters using this filter.
- Click on the filter bar.
- Enter the words or characters you need.
- Press Enter on your keyboard to apply the filter.
Filter by date
Find records created on a specific day or within a specific period of time using this filter.
- Click on the filter bar to open the datetime picker.
Click on the calendar icon
to select a date. Section 
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 go back to selecting one date.
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- Click Apply to apply the filter.
Filter by state
Find records in a specific state using this record.
- Click on the filter bar.
- Choose one or more options by selecting the checkboxes at the left.
- 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
at the right of the option. Section 
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- My Incidents - Incidents assigned to you;
- My Service Requests - Service Requests assigned to you;
- My Change Requests - Change Requests assigned to you.
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