Service Manager

Configuring the Self-Service Portal

•Initially Configuring the Self-Service Portal

•Modifying the Self-Service Portal After the Initial Configuration

Initially Configuring the Self-Service Portal

The Application Setup - Self Service Configuration page is part of the Application Setup workspace. Use this page to define the display of the Self-Service Portal and to add users who can access the Self-Service Portal.

See the following sections:

•Configuring the Tabs on the Self-Service Portal

•Configuring the Look of the Self-Service Portal

Configuring the Tabs on the Self-Service Portal

You can designate what users see in the Self-Service Portal, such as a logo or tabs. The branding option only applies to the Self-Service Portal.

By default, you can display the following tabs on the Self-Service Portal:

•Home: Displays the Self-Service Portal.

•Social Board: Displays the Social Board workspace.

•Service Catalog: Lists available services and allows you to request a service.

•My Items: Displays reported items and service requests.

•Knowledge Center: Allows access to the organization Knowledge Base.

•Search: Defines search parameters.

•Announcements: Displays application-generated announcements.

•Alert: Displays application alerts.

•FAQ: Displays a list of frequently asked questions.

Follow these steps:

1.Click Branding. The application displays the Application Setup - Self Service Branding page.

2.To change the tabs on the Self-Service Portal, do the following:

a.

Click Edit next to the name of a tab.

b.

To change the name of the tab, edit the text in the Title field.

c.

Next to Hidden Expression, click <Not Set>. The application displays an Expression Editor pop-up window where you can enter an expression that specifies when the workspace is visible in the Self-Service Portal. Enter an expression such as $(GetGlobal("FeatureA")) and click Save.

d.

To display an available tab, check Initially visible or to not display an available tab, uncheck Initially visible.

3.Click Next to go to the next page.

Configuring the Look of the Self-Service Portal

You can designate the look of the Self-Service Portal.

1.Click Home Page. The application displays the Application Setup - Self Service Home Page page.

The application displays four dashboard configurations.

Option	Description
Self Service	Includes alerts, search plugins, and five standard dashboard parts.
Self Service Simple	Contains My Open Items, top questions, report issue, and service request parts.
Self Service Simplified	Contains search plugins and two default dashboard parts.
Self Service for Call Log	Contains information for customers who migrated to Service Manager from Ivanti Classic.

2.Click Preview to see how a dashboard looks. Click outside the Preview window to return to the page.

3.Select the option to display on the Self-Service Portal.

4.Click Next to save your settings and go to the next page. See Adding Users to the System and Assigning Roles to Users.

Modifying the Self-Service Portal After the Initial Configuration

After you have initially configured the Self-Service Portal, you can later edit the settings from the Configuration Console.

•Changing the Logo on the Self-Service Portal

•Changing the Tabs on the Self-Service Portal

•Changing the Default Look of the Self-Service Portal

•Adding a Status to the My Items Table

Changing the Logo on the Self-Service Portal

To add a logo to the Self-Service Portal, do the following:

1.From the Configuration Console, click Configure > User and Permissions > Roles and Permissions.

2.Click Self Service.

3.Click Change Logo.

4.Navigate to a logo file and click Open to attach it.

Changing the Tabs on the Self-Service Portal

Select the tabs that appear by default on the Self-Service Portal. You can also change the tab order.

1.From the Configuration Console, click Build > Self Service > Tabs to open the Tabs workspace.

2.Click Edit next to a tab name to configure the following options:

Field	Description
Title	The name of the tab that appears to the user. Click the name to edit it.
Available	Makes this tab available to the user.
Visible	Makes this tab initially visible to the user.
Closeable	Includes a Close button (X) that allows the user to close the tab.

3.Click Apply Changes to save your changes.

4.To change the tab order, click and drag the dotted area on the left of the tab name to reorder the tabs.

5.Click Save.

Changing the Default Look of the Self-Service Portal

Select the default look of the Self-Service Portal.

1.From the Configuration Console, click Build > Self Service > Home Page to open the Self-Service Portal. The application displays four dashboard configurations.

Option	Description
Self Service	Includes alerts, search plugins, and five standard dashboard parts.
Self Service Simple	Contains My Open Items, top questions, report issue, and service request parts.
Self Service Simplified	Contains search plugins and two default dashboard parts.
Self Service for Call Log	Contains information for customers who migrated to Service Manager from HEAT Classic.

2.Click Preview to see how a dashboard looks. Click outside the Preview window to return to the page.

3.Select the option to display on the Self-Service Portal.