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

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

Self-Service Portal main page consists of several areas:

  1. Banner frameHeader 
  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.

Banner frame

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This area contains the following elements:

  1. Quick links to the "ITSM" and "My Cabinet" categories.
  2. A notification icon displaying their number if there are any.
  3. link to the Cabinet.
    1. My Tasks – here you can find the tasks assigned to you (incidents, service requests, change requests).
    2. My Tickets – here you can find the tickets (incidents, user queries) created by you.
    3. My Approvals – here you can find the tickets that need your approval.
    4. Assets and equipment – this section lists the assets (services or CIs) that are associated with you.
  4. (on any page but the main) Search bar – enter the keywords to find the records you need.
  5. Profile icon – contains the following elements:
    1. Profile – leads to the page with user 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 user.
    5. Logout – logs out from the current user profile
    A profile icon leading to the configurations where you can set up your profile (change user avatar, user language, quit the session, etc.)
    1. .

Portal Announcements

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

In SimpleOne, announcements visually differ depending on the Announcement Type: it could be Maintenance or Urgent Maintenance type.

  • Recovery
  • Completion Recovery
  • Maintenance
  • Urgent Maintenance
  • General Information

To manage notifications announcements (create, edit, or delete), please navigate to the Service Announcements item in your administrative menu category in the agent interface.

Main area

The main area is intended to be the storefront for a consumer, and it consists of the following semantic elements:

  • Personalized address and a search field where a user can ask his question and possibly find a temporary workaround or permanent solution by himself. In there, the Knowledge Management functionality is used. How it works:
    1. After asking a question, the system searches for the match in the Known Errors database (KEDB).
    2. If the relevant KE was found, then it should have the article in the Knowledge Base bound that contains workaround.
    3. This article displays the requestor as an answer to his question.

    • search bar allows you to find the necessary records among the Knowledge Base articles, user queries, 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 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

    Global Search supports the use of the following symbols:

    Panel

     ~`!@#$%^&*()-_+={}[]|/:;"'<>,.? 


    The search bar moves to the Banner Header on all pages except the Main Page.

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    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

    Navigation blocks leading to the

    various portal actions and sections:

    1. Something is Broken? - My Tasks –here you can submit an Incident about any inconvenience with the company service or equipment.find the tasks assigned to you:
      • Incidents
      • Service Requests
      • Change Requests
    2. Service Catalog – Service Catalogue - browse the company Service Catalogue Catalog to find the services and items that fit your needs, and  and place an order using the appropriate Service Request form as well.
    3. Other Question - have another question? Ask it here.
    4. ITSM - this is a parent block with the "ITSM services available for this user" sense. It contains the following:
      1. New Incident - raise a new Incident. This item replicates the Something is Broken? item.
      2. New Inquiry - raise a new Inquiry. This item replicates the Other Question item.
      5. My Cabinet - this is a parent block with the "User-related activities" sense.
    5. My Assets - this section lists the assets (services or CIs) for which you are the owner.
    6. My Tickets - here you can find the tickets assigned to you, and among them:
      1. My Incidents - Incidents assigned to you
      2. My Service Requests - Service Requests assigned to you
      3. My Change Requests - Change Requests assigned to you.
      7. Tickets Watched by Me - and this section shows the tickets where you are the watcher but not necessarily the assignee..
    7. Knowledge Base – browse the company Knowledge Base to find and read articles.
    8. Ask a question – here you can submit a user query that cannot be definitely classified as an incident or a service request.
    9. 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)

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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 words or characters you need.
    3. Press Enter on your keyboard to apply the filter.

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    Filter by date

    Find 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 picker.

      • Click on the calendar icon Image Added 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 go 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 the left.
    3. Click on the operation area to apply the filter.

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    To unselect the options:

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

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

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