Portals

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 Cabinet, browsing the Service Catalog, reading Knowledge Base articles, and working with Incidents (creating Incidents, commenting, and tracking progress).

Self-Service Portal main page consists of several areas:

1. Header 
2. Portal Announcements
3. Main area.

Banner Header

Banner Header is built with the Simple Tree structure mechanism.

This area contains the following elements:

1. Quick link to the Cabinet.
   1. My Tasks – here you can find the tasks assigned to you, and among them:
      1. Incidents
      2. Service Requests
      3. Change Requests.
   2. My CI – this section lists the assets (services or CIs) that are associated with you.
   3. My Tickets – here you can find the tickets (incidents, inquiries) created by you.
   4. My Approvals – here you can find the tickets that need your approval.
2. (on any page but the main) Search bar – enter the key words to find the records you need.
3. 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 current user's profile.

Portal Announcements

This area contains the Announcements block which 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:

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

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

Search bar

Search bar allows finding the necessary records among the Knowledge Base articles, inquiries, incidents, notifications, and tickets.

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.

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:

1. My Tasks – here you can find the tasks assigned to you:
   1. Incidents
   2. Service Requests
   3. Change Requests.
2. 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 as well.
3. Knowledge Base – browse the company Knowledge Base to find and read the articles.
4. Ask a question – here you can submit an Inquiry that cannot be definitely classified as an incident or a service request.
5. Create Incident – here you can submit an Incident about any inconvenience with the company service or equipment.