Home Page

 

When you successfully login as a Requester, you would view the Home Page. The Home Page in Self Service Portal has many useful information which enables you to take necessary actions. Based on the configurations enabled by the administrator, the following features are available on the home page,

  1. My Requests Summary

  2. Announcements

  3. Submit your request, OR

Report an Incident/Create a New Service Request

  1. Popular Solutions

  2. My Approvals

  3. Portal Usage

  4. Personalize & Change Password

  5. Quick Actions drop-down menu

  6. Request Catalog drop-down menu, OR

Issue Catalog drop-down menu

Service Catalog drop-down menu

 

My Requests Summary 

My Requests Summary displays the request summary list of the logged in requester. The request summary consists of Service and Incident requests. My summary block displays,

Clicking any of these links takes you to the Request List view of the selected option.

 

Announcements 

Announcements published company-wide by your help desk support administrator is displayed under this block. Click the announcement link to view the announcement details. Refer Announcements to know more. 

 

Submit your request 

You can report incidents and raise service requests using Submit your request link. Clicking the link takes you to Template Categories where the Incident and Service Templates are combined based on the category. You can filter your template view by selecting either All Templates, Service Request Templates only or Incident Request Templates only. You can also conduct a search for the desired template using the Search field.

To raise an Incident or Service Request, select the template link to access the add request form. Edit the fields if required and click Add Request button.

The Submit your request link is shown only when the administrator has enabled the option "Combine incident and service templates in requester login" in Self Service Portal Settings. 

 

Report an Incident/Create a New Service Request 

The Report an Incident and Create a New Service Request link is shown only when the administrator has disabled the option "Combine incident and service templates in requester login" in Self Service Portal Settings. 

Click Report an Incident link to raise an Incident Request. The Incident Templates are grouped according to the Category. You can also conduct a search for the desired template using the Search field. Select the template link to access the add request form. Edit the fields if required and click Add Request button. 

Click Create a New Service Request to raise a Service Request. The Service Request Templates are grouped according to the Category. You can also conduct a search for the desired template using the Search field. Select the template link to access the add request form. Edit the fields if required and click Add Request button. 

 

Popular Solutions 

Popular Solutions list the most common and frequently viewed solutions. You can also search for solutions by typing the keywords in the Search field. Select the solution link to view the solution details in the Solutions module. 

 

My Approvals 

If you are provided with the permission to approve service requests or purchase orders, then the same appears under My Approvals block. Click Take Action button to approve or reject the request or purchase order. 

 

Portal Usage

The Portal Usage is editable and serves as an information block. You can provide information such as the shift timings of the technicians, contact information of your support team, and also provide links to internal and external websites. To edit the contents of the Portal Usage block, use the file SelfServiceHelp.html in ServiceDesk Plus installation directory.

 

Personalize & Change Password 

You can choose the display language, time zone, date and time format to be displayed in the application. In addition, you can also change your password to log into the application. Click Personalize link to know more. 

 

Quick Actions drop-down menu 

The Quick Actions drop-down menu is shown only when the administrator has enabled the option to "Show Reminder(s) to the requesters" in the Self-Service Portal Settings. The Quick Actions drop-down menu lists the links to Create New Incidents, View Archive Requests, Add New Reminders and View Reminders. Click Reminders to know more about adding and viewing reminders. 

 

Request Catalog drop-down menu 

The Request Catalog drop-down menu groups the Incident and Service Requests Templates based on the category. 

The Request Catalog drop-down menu is made available to you only if the administrator has enabled the option "Combine incident and service templates in requester login" in Self Service Portal Settings. 

 

Issue Catalog drop-down menu 

The Issue Catalog drop-down menu lists the Incident Templates that are made available to you. The Incident Templates are grouped according to the category. Select an incident template to access the new incident request form. 

 

Service Catalog drop-down menu 

The Service Catalog drop-down menu lists the service items that are made available to you. The Service Request Templates are grouped according to the service categories. Click a service template to access the add request form.

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