Site Items

When creating a Portal, add Site Items to be displayed on the Site menu bar.

The following items can be included on a Portal Site:

  • Actions (including powerful create options and interactive One-Step Actions): Use on a Site's menu bar to support Site Items (Create Incident or Display Document Repository) and enhance navigation. Actions can also be used on Dashboards and HTML pages.
  • Action Catalogs: Display a self-building and dynamic catalog of Actions that empower Customers to help themselves (example: Create a Service Catalog that displays all your services with Actions to create Incidents and Service Requests).
  • Calendars: Displays time-sensitive Business Object data in a Calendar format.
  • Dashboards and Widgets: Provide custom, insightful control panels capable of executing commands and providing real-time, at-a-glance information. For example, a Customer-specific Dashboard complete with a Twitter Feed, a list of announcements, and a list of Open/Closed Incidents.
  • Document Repositories: Provide a collection of resourceful documents, such as Knowledge Articles, that encourage Customers to resolve their own issues.
  • Forms/records: Allow Customers to expedite service by creating, viewing, and editing their own records, such as Incidents and Service Requests, and possibly other Customer's records.
  • Grids: Allow Customers view CSM data from a Business Object in a format that can be sorted and exported.
  • HTML Pages: Display a system administrator-designed HTML-coded page or host a web page from an external site.
  • Knowledge: Search for Knowledge Articles (KAs) using a Portal Site's configured Search Control. When using a KA in the Portal, Customers can vote on Article popularity by selecting the Like button and add feedback by selecting the Add a Comment link.
  • Reports: Provide metrics of your record data in a formatted and organized presentation.
  • Searching: Offers searching so that Customers can easily locate information about the Portal. Use CSM's Out-of-the-Box (OOTB) Search Control or create your own Search Widget.
  • Service Cart: Provides an e-commerce tool that Customers can use to add multiple Services to a single order, and then temporarily hold the Services until they are ready to submit their order.
  • Visualizations: Display a visual map of linked records, Customers or vendors.
    HTML pages are unique to the Portal. The other items are commonly used throughout CSM.

When a Customer first accesses a Site, a default Startup Item is displayed; this can be an Action Catalog (special Widget), a Dashboard, a Document Repository, an HTML page, a Report, or a Saved Search (used to display a list of records). A Customer can access other Site Items using the Site menu bar. The Startup Item can also be accessed when Users select the optional title logo/text or optional Home menu bar button.

Different Startup Items can be displayed upon login so information can be securely and appropriately filtered based on credentials. For example, display a Service Catalog to Customers who are not logged in and then display a Dashboard complete with a Customer's Open Incidents for a Customer who does log in.

To help build and manage the Portal and Sites, CSM provides the Site Manager (manage Sites at a high-level), the Site Wizard (create a cursory Site), and the Site Editor and Site Properties window (edit/refine the way the Site/Site Items look and behave). CSM also provides numerous CSM Item Managers that allow you to create Site Items, such as Dashboards, HTML pages, and Document Repositories.