Self Service Portal
The Self Service Portal settings in the System Administration menu enable you to configure your Self Service Portal.
ASM Self Service Portal Overview
The ASM Self Service Portal is a comprehensive platform designed to enhance the user experience by providing easy access to IT services and support. The portal offers a range of features that empower users to resolve their issues independently, request services, and access information with ease.
Key Features
User Registration: Allows users to register for access to the portal, enabling them to submit calls and requests.
Bulletins and Self Help: Access to modules including the Bulletin Board for updates and the Self Help for guidance.
Service Request Catalog: An organized list of all available services users can request through the portal.
Configuring the Self Service Portal
Self Service Portal Settings
Global Settings: Define registration process, call, and request recipients.
Partitioned Settings: Select call templates for portal registration.
Roles: Assign appropriate permissions for registered users.
My Options: Configure portal menu panes, item links, section headings, and groups.
Best Practices
Multiple Systems: Create multiple Self Service Portal systems to cater to different user groups or services.
Tables Configuration: Customize tables in the portal to display relevant information clearly by configuring columns, sorting, and ordering.
Service Order Status Titles: Rename service order statuses for enhanced clarity in the Service Request Catalog.
Question Mappings: Utilize question mappings to ensure queries are directed correctly based on the knowledge profile, service type, and issue type.
Catalog Promoted Items: Promote certain catalog items for visibility when users first access the Service Request Catalog.
Link Organization to Portal Key: For organizations providing services to multiple clients, link each organization to a specific portal key for a tailored experience.
By following these configurations and best practices, organizations can significantly enhance the user experience, streamline service delivery, and encourage self-service among users in the ASM Self Service Portal
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