Self-Service Portal

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 the user's homepage, browsing the Service Catalogue, reading Knowledge Base articles, and working with Incidents (creating Incidents, commenting, and tracking progress).

SSP main page consists of several areas:

1. Banner frame;
2. Portal Announcements;
3. Main area.

Banner frame

This area contains the following elements:

1. Quick links to the "ITSM" and "My Cabinet" categories;
2. A notification icon displaying their number when there are any;
3. A profile icon leading to the configurations where you can set up your profile (change user avatar, user language, quit the session, etc).

Announcements

This area contains the Announcements block which is broadcasting 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.

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

Main area

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

1. 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 relevant KE was found, then it should have the article in the Knowledge Base bound that contains workaround;
   3. This article displays to the requestor as an answer to his question.
2. Navigation blocks leading to the various portal actions and sections:
   1. Something is Broken? - here you can report an issue about any inconvenience with the company service or equipment;
   2. Service Catalogue - browse the company Service Catalogue to find the services and items you need;
   3. Other Question - have another question? ask it here.
   4. ITSM - this a parent block with the "ITSM services available for this user" sense. It contains the following:
      1. New Incident - raise a new Incident
      2. New Inquiry - raise a new Inquiry.
   5. My Cabinet - this is a parent block with the "User ITSM-related activities" sense.
      1. My Assets - this section lists the assets (services or CIs) for which you are the owner.
      2. 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.
      3. Tickets Watched by Me - and this section shows the tickets where you are the watcher but not necessarily the assignee.