Self Service users use the Self-Service Portal to request services and to report failures. Users in the Self-Service Portal can also access FAQs, announcements, and Knowledge Base articles to try to resolve issues themselves. When a user in the Self-Service Portal submits an incident or a service request, the system logs it with the Service Desk, where a Service Desk Analyst begins processing it. Users can use the Self-Service Portal to track the progress of an incident, add more information, and communicate with a Service Desk Analyst while the incident or the service request is being worked on.
Anyone who logs in to the Self-Service Portal is considered a Self Service user. By default, the system automatically directs users to the Self-Service Portal if they do not belong to other roles.
The activities that can be performed through the Self-Service Portal depend on the role that the user logged in with. Any user logged into the Self-Service Portal can submit, track, and try to self-resolve incidents. Users in the Self-Service Portal who log in under other roles can perform other activities based on their role. Examples are administering the Self-Service Portal, approving or denying requests for changes, controlling which services are made available to other users in the Self-Service Portal, categorizing services, and defining the process by which these services are fulfilled. These activities typically can be performed only by users logged in under the service owner role. A new mobile interface is also available for Self Service users.
The default workspaces for the Self-Service Portal are:
After logging into the Self-Service Portal, decide whether you are:
•Experiencing a failure with your system: Decide whether you will search for a solution or report the issue to the Service Desk.
•Search for a solution: If others have experienced the same failure, a known solution might published in an article, announcement, or somewhere else.
• Report an issue to the Service Desk: If you are unable or did not attempt to resolve your own issue, report it to the Service Desk. When you report the issue, the system logs it as an incident and a Service Desk Analyst begins processing it through Service Manager.
•Requesting a service: When you request a service (such as adding a new user, requesting more disk space, and so on), you choose from a list of available services.
The services that you can request through the Self-Service Portal are predefined, meaning that you cannot define your own service in your request (although for some services you can select certain features or parameters). The list of services and request items by user with the ability to log in under the Self Service role.
When you request a service, the system logs a service request and a Service Desk Analyst begins processing it.
•Looking for information: If you are looking for information for general purposes (or to resolve an issue), you can look in the following locations in the Self-Service Portal:
•General announcements and alerts from system administrators (for example, planned outage notices, temporary workarounds, and so on).
•FAQs and answers.
•Articles in the Knowledge Center, which typically contain more detail than announcements and FAQs.
•Approving a request: Users in the Self-Service Portal can also be approvers. Using the Self-Service Portal, you can approve a knowledge article, release milestone completion, change, or a Self Service request.
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