You can use the Self Service Portal Settings window to configure the global settings for the Self Service Portal.Set the global options for your Self-Service portal(s).
whether Users can log a call or service request from the Self Service Portal
whether Users can access the Bulletin Board and Self Help modules from the Self Service Portal
whether the User can access the Ask Questions module from the Self Service Portal
whether service type images appear in the Service Request Catalog search on the Self Service Portal
Partitioning for calls logged through the Self Service Portal can be set up in the Partition Settings.
Before you start
You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service administration settings.
Select Menu , then Admin, then System Administration. The System Administration window is displayed.
In the Explorer pane, expand Self Service Portal.
Select Self Service Portal Settings to open the window.
Complete the details.
User Management Options
User Self Registration Enabled - Select to give future Users the ability to register their own details via the Self Service Portal. Selecting this option displays the Registration option on the Self Service Portal menu.
Email User on Registration - Select to send an email to the User on registering for access to the Self Service Portal. User Self Registration Enabled must be selected to enable this option. The email template which is used depends on whether the User’s registration was successful. They are defined in the Message Types window.
Log Call on Registration - Select to automatically log a call when a User registers their details for access to the Self Service Portal. User Self Registration Enabled must be selected to enable this option.
If User Self Registration Enabled is selected but Log Call on Registration is cleared, Users will be able to register through the Self Service Portal without having their record confirmed by an Analyst.
Calls/Requests Options
These options enable you to specify whether registered Users for the Self Service Portal can log calls or requests through the Self Service Portal.
Log Calls to IPK Groups Only - When selected, Users logging a call will only see IPK Groups in the Forward To list. Disable this option to display both Analysts and IPK Groups.
Log Requests to Workflow Groups Only - When selected, Users submitting requests will only see Workflow Groups in the Forward To list. Disable this option to display both Analysts and Workflow Groups.
Close Calls - This option allows users to close their own calls. The highlighted statuses will be afforded a Close Call button.
For example, you may wish to only allow customers to close calls that are Open/Unresolved, but not those that are Open/Resolved, or simply Open.
Re-open Closed Calls - This option allows users to reopen calls that have been Closed and/or resolved. Users will only be able to reopen calls that match the status' granted such as Open/Resolved or Closed/Unresolved.
On Reopening of Calls - Select from the following options to set how ASM will handle calls that have been reopened from the Self-Service Portal:
Assign to Analysts/Group Assigned on Template
Assign to Logging Analyst
Assign to Closing/Resolving Analyst
If None, assign to: you would enter a support group as the default assignee if none of the other conditions are met.
Important Note: Here, you are enabling the features. Access to close and reopen calls is controlled through RBAC. This means that even if you enable it here, until you grant the permission to a given users Self Service Portal Security Role, they will not be able to do it.
Suggested Knowledge Options
This section contains an option to display knowledge articles during form submission.
On Call Logging - Select to display the Suggested Knowledge widget while Users complete call submission forms accessed from 'Log a call' and 'Self Diagnosis'.
Suggested Knowledge displays knowledge articles that match data entered into the submission form and allows users to resolve their own calls.
Suggested Knowledge will not appear on submission forms from the Service Request Catalog
Anonymous Access Options
These options enable you to specify whether only registered Users for the Self Service Portal can access the Bulletin Board or Self Help modules.
Bulletin Board - Select to enable registered Users for the Self Service Portal to view Bulletin Board messages via the Self Service Portal. This can assist Users to troubleshoot problems before logging a call.
Self Help - Select to enable registered Users for the Self Service Portal to access the Self Help modules from the Self Service Portal. This can assist Users to troubleshoot problems before logging a call.
Self Help
Ask Questions - This setting enables the Ask a Question Feature. When the question Mappings are configured, users can submit a quick form to support that will dynamically route to the correct team based on the template configurations.
These options allow you to select the display settings when searching for Services through the Service Request Catalog.
Display Initial Cost - Select to display pricing information in the Service Request Catalog on the Self Service Portal. Deselect to hide costs and totals in the Service Request Catalog on the Self Service Portal.
Display Checkout on Submit - Select to display a review cart screen before a request is submitted
Restrict Catalog Search to Single Tier - Select to have the default Display Category in the catalog search as ‘Equal’. This means lower tiers aren't included. Deselect to use a default of ‘Equal and below’ if you want to include the lower tiers.
Associate service orders with a parent workflow - Select to allow a particular workflow template to be used as a parent workflow each time a service order is created. This is a global setting so you will want to use caution here.
Parent workflows get created every time any service order is submitted.
Display Parent Workflow Form - Select to display the associated parent workflow template upon submitting a service order. This option can only be selected if Associate service orders with a parent workflow is checked.
Parent Workflow Template - Once associate service orders with a parent workflow is selected, search for and identify the workflow template to insert it in the field.
Enable Post Provisioning Portal Display Category - Select this checkbox to allow post provision request changes, based on the type tier selected below.
Post Provision Action Self Service Portal Display Category -Use the drop-down tiered list to identify Self Service Portal Display Categories that you want to use for post provision actions.
Homepage Widget Options
These options allow you to specify whether or not to show the Add Me and Bulletin widgets of there is no data in them.
Hide Bulletin Widget if there are no Bulletins - If there are no active bulletins, the bulletin widget is hidden.
Hide Add Me Widget if there are no Add Me Calls - If there are no Add Me calls (See IPK Statuses and IPK Add Me Status Column settings), the widget is hidden.
Conversation Widget
The ASM Conversation Widget significantly enhances the interaction capabilities within the Self Service Portal, allowing users to communicate with Support in a more interactive and user-centric manner. Rather than sifting through a historical log, users can now read through a conversation as if it were an off-line chat.
ASM uses the "note" entity. Whenever Support adds a note, it appears in the users conversation history on the self service portal. When a user replies, a note is added to the call and the analysts is notified.
This setting controls how many items are displayed per page.
To set the number of notes displayed per page in the conversation widget, enter the desired number in the Number of messages per page field.
Select to save the changes. Provide the change reasons if prompted to do so.
