Service Manager

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Self Service Quick Reference

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About the Self-Service Portal

The Self-Service Portal appears when you first log in. Self-help information is available from the following panels:

Search	Search for FAQs, announcements, and knowledge articles using keywords of the titles.
Announcements	Shows system messages for alerts such as downtime notices, service for maintenance or upgrades, potential virus threats, or other bulletin type messages that an organization needs to communicate to its employees.
My Open Items	Shows a list of items created by you that are open. Click an item to see its details.
Report an Issue using Template	Allows you to report an issue from a list of preconfigured templates. These templates automatically fill in certain fields and make reporting a little faster.
Top 5 Requests	Shows the top 5 most common service requests.
Top 5 Questions	Shows the top 5 most commonly-asked questions.

About My Open Items

Click an item from the list to view the item details. If the My Open Items list is empty, you have no open items.

Reporting an Issue Using a Template

1.Click a template on the list. The system displays the My Items workspace.

2.Modify the information in the fields as needed.

3.Click Save Incident.

4.Optional: Under the Possible solution heading on the right, click a title to view additional information.

5.Click Return to My Items List to see a list of My Items.

Viewing the Top 5 Requests

1.Click an item from the list. The system displays a blank form. Each form is different depending on the type of item.

2.Enter information as needed into the fields on each page of the form.

3.Click Review & Submit.

4.Review the information for accuracy.

5.To change any information, click Edit/Back and modify the information as needed.

6.Click Submit.

7.Track the request item from your My Open Items list.

Viewing the Top 5 Questions

1.Click a relevant question or topic in the Top 5 Questions pane.

The system displays the FAQ tab that shows the details of the question you selected.

Reporting an Issue

1.Click Report an Issue from the toolbar. The system opens a blank template.

2.Enter information into the fields.

3.Click Save Incident.

4.Track the item from your My Items list.

Viewing Approval Requests

Approval requests appear in the My Items workspace.

1.Click an approval request to review it.

2.To approve the request, click Approve. To deny the request, click Deny.

Using the Chat Zone

1.In the Chat zone, click Start new conversation.

2.Click Add person, then in the text box that appears, enter the name of the person to chat with.

3.Click Add. Repeat to add users to the conversation.

4.In the bottom message area, enter a message.

5.Press Enter on your keyboard to publish the message. Users can not see your message until you publish. Your message appears below the list of recipients.

•Public conversations have a white background.

•Private conversations have a blue background.

6.To minimize the conversation, click the conversation header. Click again to maximize the conversation.

Using the Social Board

Use the Social Board workspace to send messages to a team or group, or to view everyone's activity.

1.Open the Social Board workspace.

2.Click in Share What's New to enter a message.

3.Click Add Group to send the message to one or more groups.

4.Click Add Person to send the message to one or more persons.

5.Click Share to send your message. Your message appears at the top of the list.

6.Click Search Post to enter text and find specific messages.

7.Click Add a comment to enter a comment to a message.

Submitting a Service Request Using the Service Catalog

1.Open the Service Catalog workspace to see a list of catalog items.

2.Click an item. The item form appears.

3.Enter information into the fields.

4.Continue to enter information into subsequent pages. Some items have more pages than others.

5.Click Review & Submit. The Review page appears.

6.Click Submit. The request is submitted.

Using the My Items Workspace to View Items Assigned to You

1.Open the My Items workspace to see a list of items assigned to you.

2.To find a specific item, enter a value into Search My Items, then click the search icon .

3.To create a request for service, click New Service Request. Choose the Service Catalog item to create.

4.To create an issue record, click New Issue.

Working in the Knowledge Center

1.Open the Knowledge Center workspace to see a list of articles.

2.To find a specific article, enter a value into the Search the Knowledge Base Articles field, then click the search icon .

3.To view articles within a certain category, choose a category from the upper left pane.

4.To narrow the number of articles that you see, choose a filter type from the lower left pane.

5.Adjust the number of articles you can view per page by entering a number in the Results per page field.

6.Sort by various criteria from the Sort by drop-down list.

Searching for Items

1.Open the Search workspace to see a list of found items.

2.To filter the list, click the type from the left pane: FAQ, announcement, or knowledge.

3.Click the title to view the article.

Viewing the FAQs

1.Open the FAQ workspace to see a list of all published FAQs.

2.Double-click a title to see the answer.