Self Service Portal Actions

What people can do in the self-service portal

2.5.0 lets the people you support do rather more for themselves — and every one of these is a switch you decide, not a change imposed on your desk.

The switches are under System → Self-service portal.

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Closing their own ticket

Off by default. Switch on Let people close their own ticket.

This is for the commonest wasted ticket on any desk: it started working, I sorted it myself, I raised this twice. Without it the requester either replies asking somebody to close it — which costs an analyst a round trip to do nothing — or says nothing at all and the ticket sits open until it is chased.

They get a Close ticket button beside the reply box, and may add a reason, which is recorded on the ticket so you know what actually happened.

The history says the requester closed it, in their own words, rather than crediting whichever analyst happened to be assigned. Somebody reading it later sees the truth rather than an analyst appearing to have resolved something they never touched.

They cannot close a ticket that has been resolved awaiting their confirmation — that one is already theirs to confirm, and has its own route.

Seeing their own equipment

Off by default. Switch on Let people see their equipment.

A My equipment page listing what is assigned to them, so somebody can read a serial number off the screen instead of raising a ticket to ask what it is.

Off by default because what equipment somebody holds is not a thing every organisation wants to publish.

Reading the knowledge base their way

Four layouts, chosen from the toolbar and remembered for that person:

Cards	A grid — many titles at a glance
List	Full-width rows with a preview; what the page always had
Tree	Grouped by folder, so the shape of the library is visible
Table	The most titles per screen, for a big library

They are the same four names the analyst side uses, deliberately. Somebody describing "the tree one" to an analyst should be describing the same thing, and nobody should have to learn two vocabularies for one idea.

A folder with no article they may read never appears, and an article filed nowhere gets its own heading rather than being dropped.

Training

The training screen runs full width — it was capped at a width that suits prose and starves a grid of cards — and a completed course's green pill now carries the date it was completed, not just the fact.

Light and dark that sticks

Choosing dark in the portal now stays chosen.

It always saved correctly; it was being overruled on every page render for anybody who was also signed in as an analyst in the same browser. Which is to say: the people most likely to notice were the ones least likely to be believed about it.

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See also

• Branding the self-service portal
• Portal help centre · Portal privacy
• Mobile-friendly self-service
• Developer guide