Service Portal

The Self-Service Portal (SSP) provides a simple interface for IT support. 

By default, it provides access to actions such 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. Announcements
3. Search bar
4. Main area.

Header

This area contains the following elements:

1. Quick link to the Cabinet.
   1. My Tasks – browse the tasks assigned to you.
   2. My CI – browse the assets (services or CIs) that are associated with you.
   3. My Tickets – track the tickets (incidents, inquiries) created by you.
   4. My Approvals – browse, approve or reject 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 as well.
4. Search bar – enter keywords 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 – open the page with your profile information.
   2. Language – switch interface language.
   3. Logout – log out from your profile.

Announcements

This area contains the Announcements block, which broadcasts administration messages about any circumstances or events that take place, like service degradation or emergency work.

In SimpleOne, announcements visually differ depending on the 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 – shows notifications.

Search bar

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

The search is performed based on keywords and content of tables. A list of matching records is displayed after the search is over.

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

Main area

The main area consists of navigation cards leading to various portal actions and sections:

1. My Tasks – browse the tasks assigned to you.
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 articles.
4. Ask a question – submit a user query that cannot definitely be classified as an incident or a service request.
5. Create Incident – report about any inconvenience with the company service or equipment.

Filters

On the portal, My Tasks, My CI, My Tickets, and My Approvals pages provide the following tools for filtering records:

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

Keyword search

Find records containing specific words or characters using this filter.

1. Click on the filter bar.
2. Enter words or characters you need.
3. 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.

1. Click on the filter bar to open the datetime picker.

   • Click on the calendar icon  to select a date. 

     

   • 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.

     

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.

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.