Customizing Options for the Self Service Portal

Portal Settings

Three new settings are available to change the way the Self Service Portal behaves. You can choose to:

• Hide the Shopping Cart in the Service Request Catalog to deliver a more streamlined experience.

• Show a consolidated view of calls and requests as 'My Items', simplifying the way Users find and view their calls and requests.

• Provide quick access to Promoted Catalog Items by displaying them on the home page

Example of Self Service Portal Home Page with the new settings:

Enabling Portal Settings

1. Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand Preview Features, then select Portal Settings.

3. Select the options you want:

Hide Shopping Cart	Select to hide the Shopping Cart/Order widget in the Service Request Catalog. When submitting a service request for a catalog item, the shopping cart is bypassed and the Service Request submits immediately when the form is submitted. Service Bundles are submitted when the last form is submitted. Submission forms that are 'Saved for Later' can be retrieved by selecting the same catalog item.
Consolidate Calls and Requests	Select to enable options for displaying a consolidated view of calls and requests as 'Items': The 'My Items' counts widget on the Home Page shows the total count for calls and requests. The 'My Items' table widget on the Home Page shows calls and requests in one table. An Item Search page that searches across calls and requests. An Item Search Results page that shows calls and requests in one table, where call numbers are prefixed with "C" and request numbers are prefixed with "R". Configuration is required to display some elements for 'My Items', and to hide elements for Calls and Requests; see Required Configuration for My Items.
Show Promoted Catalog Items Widget	Select to show a widget on the Home Page containing icons for Catalog Promoted Items. Selecting an icon launches the submission form for that catalog item.

4. Select to save the changes. Provide the Change Reasons if prompted to do so.

Configuring Portal Settings

Required Configuration for My Items

After selecting the setting 'Consolidate Calls and Requests', the portal system needs to be configured correctly to display Self Service Portal elements for My Items and hide elements for Calls and Requests.

1. Modify the Self Service Portal Home Page using an HTML editor to remove widgets and tables for Calls and Requests, such as the My Incidents counts, My Request counts, the My Incidents table, and the My Requests table.

2. Update My Options in System Admin to show options for My Items and remove options for Incidents and Requests, as needed.

3. Use Designer to modify Call and Request Self Service Portal screens:

   • Change labels of "Incident" and "Request" to "Item"

   • Prefix the [CALL_NO] page element with "C"

   • Prefix the [REQUEST_NO] page element with "R"

   Screens to modify:

   Call Screens	Request Screens
   Call Review	Request Review
   Call Add Note	Request Add Note
   Call Add Note Out	Request Add Note Out
   Call Add Object	Request Add Object
   Call Add Object Out	Request Add Object Out

Optional Configuration for My Items

New screens are available from the Self Service Portal menu option in Designer:

• Item Search Criteria

• Item Search Results

New widgets with configurable labels and tooltips are available on the Self Service Portal Home Screens (Default and Classic):

• My Items counts

• My Items table widget

• Most Popular Services widget