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

1. Global Settings: Define registration process, call, and request recipients.

2. Partitioned Settings: Select call templates for portal registration.

3. Roles: Assign appropriate permissions for registered users.

4. 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

Self Service Portal Settings	to configure the global settings for the Self Service Portal. These settings can be used to define how a User can register for the portal and the recipients for calls and requests raised from the portal. You can also configure access to modules within the portal such as the Bulletin Board and Self Help.
Self Service Portal Settings (Partitioned)	to select a call template for registering for access to the Self Service Portal
Self Service Portal Roles	to assign permissions for registered Users accessing the Self Service Portal
Self Service Portal Systems	to create multiple Self Service Portal systems
Self Service Portal My Options	to configure Self Service portal menu pane(s), the order of the menu item links and section headings, names and groups, as well as creating new menu links and section headings
Self Service Portal Tables	to configure the tables in the portal to contain the columns that you want, in the order you want them, sorted by any available column
Service Order Status Titles	to rename the statuses for service orders appearing in the Service Request Catalog
Question Mappings	to assign a call template to queries submitted through Ask a Question based on the knowledge profile, service type and issue type of the query
Catalog Promoted Items	to select catalog items to be 'promoted' (displayed automatically) when a user first goes into the Service Request Catalog in Self Service Portal
Link Organization to Portal Key	to link an organization to a specific portal key. This is useful for MPO and third-party service providers who provide separate protals to each of their clients/customers.