Configuring Self Service Portal Settings

Self-Service Portal settings has fifteen different settings to be configured in ServiceDesk Plus such as, Default Currency, Display Language, My Reminders, Requester List, Dynamic User Addition, Alias URL, Customize ServiceDesk and so on.

To open the self service portal settings page,

1. Login to ServiceDesk Plus using the user name and password of an admin user.

2. Click the Admin tab in the header pane.

3. Click Self Service Portal Settings icon under the General block.

Default Currency

Specify the default currency in the given text field. This unit will be used in all the places where cost calculation is done. The default currency specified is $.

Display Language

ServiceDesk Plus supports different languages as part of the application. You can choose default language of your choice to be displayed in the application. To select the language of your choice,

Click Browser default combo box. Select the language of your choice from the list.

Calendar Customization

You can customize the calendar view by selecting the start day of the week from the drop-down. The selected day will be considered as the starting day of the week in all the calendar views.

My Reminder(s)

If you wish to show all your tasks as reminders to the requesters then select 'Yes' radio button else select 'No' option. The reminders will be shown in the home page.

Requester List

While entering the requester name in the new request form, the list of all available requesters will be automatically listed. If you wish to list the technicians name along with the requesters name then select 'Yes' else select 'No' button.

Request Feature List

Includes options to change the status of requests to Open when requesters reply to On Hold requests, actions to perform when requesters reply to closed requests, stop timer for requests awaiting approval and option to show site details in the request details page.  

1. If you wish to change the request status to Open when a requester replies to an On Hold request, click 'Yes' radio button.

2. Select the following options when a requester replies to a Closed request:

• The request is reopened always.

• If the requester replies within the specified number of days from the closed time, the request is reopened. Else, the reply is created as a new request.

• The reply is appended as a conversation and notified to the technician. The status of the request remains unchanged.

• The reply is created as a new request.

3. In most cases, when a request is sent for approval to the concerned authority, the helpdesk team may not be held responsible for the delay in approval process. In order to minimize the SLA violations by the helpdesk team, you can stop the timer for requests with status as ‘pending approval’. Select the check box to avail this option. You can also select the request status from the drop-down box.

4. If you wish to view the site details such as, site name, address and contact information from the request details page, click 'Yes' radio button. A View Site details icon appears beside the site parameter in the request details page to view the site details. To remove the View Site details icon from the request details page, click 'No' radio button.

Dynamic User Addition

By default, when a user is not imported into the application but imported through Active Directory, then the user can login to the application using the AD credentials. This will automatically provide login access to the application. If you do not wish to provide dynamic user addition when the user is not imported into the application then enable the 'No' radio button.

User Login Addition

By default, if a mail fetched by the ServiceDesk Plus application has a requester name and email ID that is not available in the requester or technician list already, then the name is automatically added in the requester list and the login name and password is created. The first part of the e-mail ID is set as the name and the entire e-mail ID is set as login name and password. The requester can log in to the self-service portal and change his/her password. If you do not wish to provide login access to users created through email requests then enable the 'No' radio button.

Override User based on Email ID

While importing users using Active Directory, CSV and LDAP, the existing user information is overwritten based on two criteria - The first criteria is based on the username and Domain, and the second criteria is based on email id. If you do not wish to override user information based on email id then enable 'No' radio button else enable 'Yes'.

Enable Local Authentication Login

On enabling Active Directory, if you wish to allow users to login to the application using the password configured in ServiceDesk Plus then enable 'Yes'. The user should select Local Authentication from the Log on to drop down list in the Login screen. If you wish to allow users to login to the application using the system password then enable 'No' option.

Email from New User

Using this option, you can prevent mails, from a new email address to be fetched into the application. To block mails from the email address that is unavailable in ServiceDesk Plus database, click 'No' radio button. The mails are discarded and will not be logged in as a new request or appended as a conversation in the application. To process mails from a new email address, click 'Yes' radio button.

Quick Create Settings

If you wish to show the quick create section to the technicians in the home page, then enable the 'Yes' radio button else select the 'No' button.

Auto Assign Asset

In ServiceDesk Plus, you can assign multiple workstations to a requester. So while creating a request through email, by default, the first workstation is displayed. If you do not wish to display the workstation information in the request details page, then enable 'No' radio button else enable 'Yes'.

Requester Details  

If you wish to allow requesters to edit their profile select 'Allow to edit their profile' else select 'Not allowed to edit their profile'. By default, all the workstations configured by the administrator will be listed in add new request form of the self service portal. If you want the requester to view the workstations associated to them then enable the check box 'Show workstation associated to requester in Self-Service Portal'.  

Solutions Settings

By default, the solutions approver can approve their own solutions rather than submitting it for approval. If you wish the solution approver should not approve his own solution enable 'No' radio button.

Remote Desktop Access

If you wish to enable Remote Desktop Access to all the workstations then select 'Yes' radio button else select 'No' button.

Alias URL

To provide an alternate URL

1. In the text field provided beside the http:// text, enter the URL (along with the port number if needed).

2. Click the Open alias URL in a new window link just below the text field, to test if the alias URL works.

Customize ServiceDesk

You can customize the application by choosing to display your custom logo. You need to add the logo in two dimensions, one for the login page and the other for the header image that you see on the top left corner of the pages once you login. The login page image should be of the dimensions 252 px x 61 px (W x H), while the header image needs to be 166 px x 46 px.

To import the login page image,

1. Click Import image ... button.

2. Click Browse button.

3. In the file chooser window, select the file that you wish to import and click Open.

4. Click Import.

The image that you just imported will be replaced instead of the login page image. Follow the same process for header image also.

Click Save, to save the changes made in the settings.