Self Service Portal Template
Latest major version: Autumn 2020. Find out more
NewFeatures_MajorVersion_Autumn2020_Add1
- Multiple languages supported.
NewFeatures_MajorVersion_Autumn2020_Add2
- Integrated Page Display pack containing the Embedded Page and Sidebar widgets, as well as the Header Page, Footer Page and Background Page functionalities.
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Title
Fix Autumn 2020 - Build 2020.2.124.2
NewFeatures_MajorVersion_Autumn2020_FixFebruary2021_Add4
- Replaced Secured Html widgets with Menu widgets.
This template belongs to the Portal category in Service Apps templates. This enables users to find answers to their questions or solutions to their problems using the Self Help portal and a virtual agent. Users can also monitor their activity, have discussions with colleagues and read corporate news articles.
It is shipped in a unique version that is:
- Responsive: Automatic scaling of the app based on the device used, e.g. workstation, smartphone, tablet, etc.
- Multilingual: The six main languages managed by Service Manager are supported in the standard version.
Notes
- You must create connectors to enjoy all of the portal functionalities.
See the procedure.
- For an optimal display of news articles, you must create fields in the Service Manager database.
See the procedure.
List of functionalities
Functionalities | Notes | |
---|---|---|
Home page
|
|
|
Service Request Catalog
|
|
|
Self Help portal
|
||
Activity Monitoring
|
|
|
News
|
||
Corporate directory
|
|
|
Global Search
|
Procedure: How to create an app using this template
ProcedureStep1_CreatingApp
Step 1: Creating the app in Service Apps
1. Click Create App in the App Gallery toolbar.
The template library will appear.
2. Select the template you want.
- A new app will automatically be created using the template.
- It will appear in the Design pane.
Step 2.a: Importing the view Top five most popular services requested within the department to Service Manager.
1. Download the file below to your workstation.
2. Import the downloaded file to Service Manager by selecting Administration > Import/Export > Import in the menu.
Step 2.b: Importing reports to Service Manager
1. Download the files below to your computer.
Note: Parent queries are not exported with the reports. This means that the items you update will not be overwritten when reports are imported.
- APPS - Actions History
- APPS - Actions Lifecycle
- APPS - All Catalog
- APPS - download document (details of SD_REQUEST)
- APPS - Employee Approvals
- APPS - Help you - Cant't Find Something
- APPS - IT Weather Services User/CI
- APPS - My Actions and Tickets
- APPS - My Details
- APPS - My Tickets
- APPS - New Request
- APPS - News
- APPS - Questions
- APPS - Employee List
2. Import the downloaded files to Service Manager by selecting Administration > Import/Export > Import in the menu.
Step 2.c (optional): Customizing the questionnaire at the bottom of the page.
QuestionnaireImplementation
Notes:
- Only in the Desktop version.
- The questionnaire is attached to an incident catalog entry based on a workflow.
1. Go to Service Manager.
2. Go to the Operation > References > Questionnaire menu and create your questionnaire.
3. Go to the Operation > References > Workflows menu and create a workflow.
- Associate your questionnaire in the Start
step.
- Configure the other steps of the workflow.
4. Go to the References > Catalogues > Incident Catalog menu and select the incident catalog entry.
- Select the workflow in the Workflow field from the form.
5. Go to the Operation > Reporting menu and search for the imported report APPS - Help you - Cant't Find Something.
Select the List view then use predictive entry in the column Name by searching for %help.
- Switch to edit mode by clicking on
.
The detail of the report will appear. - Edit the Help filter by clicking
next to the report.
- Select the incident catalog entry from which the questionnaire is attached (based on its workflow) in the Category (last level) field.
- Save the filter.
EndQuestionnaireImplementation
ProcedureStep3_FinalizingApp
Step 3: Finalizing the creation of the new app
1. Click to display the general properties of the app.
- You can rename the app.
- You can select the image associated with the app from the App Gallery in the Apps Icon tab.
- You can select the icon to be displayed in the tab bar of the Web browser or as a shortcut on the Desktop in the Favicon tab.
- You can modify the default theme.
2. Click to make the required translations in the Objects pane.
See the multilingual management of the apps.
3. Distribute the new app to users.
- Assign access rights to the relevant users or teams.
- Create the shortcut pointing to your app.
- Click
to send the shortcut to users.
List of files to download
Note: Refer to the procedure to install the files.