Guide to the Basics
The Service Portal is customizable and can be branded to your own company. You can change the logo, favicon, titles and messages displayed across the portal. You can also customize the way that your end users interact with the portal by managing certain fields on the new incident or service request form.
Access the Service Portal
The bolded URL in this section is your organization’s service portal website. You can click the “Portal Preview” button to see a preview of the changes you have made to your service portal.
This section enables you to specify the domains that can create an account and access your service portal. You can separate multiple domains using commas. If you decide to leave this section blank, any user will be allowed to create an account for your service portal.
Here you can upload an image to appear as your company’s logo. The logo will appear on the upper left hand side of your Service Portal.
You can also upload an image for the favicon, which appears on the left side of the tabs in your browser.
You can update your Service Portal title in this section. This title will appear on the upper left hand side of the Service Portal page.
You can also add a welcome message for your users. The welcome message will appear below the portal title. Occasionally, customers will use this message to update their users with company announcements.
Sign Up Message
There is also an option to add a signup message for your portal users. This will appear below the portal sign up box.
Portal Menus & Sections
This section enables you to customize the visibility, labels and order of the menus for the Service Portal.
- Default Portal Landing Page – This dropbox box will help you change the default page that your portal users land on when they log in. You can select from the various menus available to you.
- Visible? – On the far left you will find an option to make the Service Catalog, Solutions and Incident Creation menus invisible. This feature is helpful for hiding certain areas of the application from Portal Users before they have been launched.
- Menu Labels – This section enables you to change the title of the menus. This customization feature allows you to adjust the menus to align with your organization’s terminology.
- Order – This column will allow you to change the order in which the portal menus appear.
- Action Text – You can change the action text that appears for requesting service catalog items and submitting incidents. This will alter the text that appears for the “apply” button for each of these actions.
Another great customization available to you is the option to alter the header colors on your Service Portal page. This setting will change the colors of the header and header font on the top menu row of your service portal.
This section will help you to customize the way that your portal users can interact with the Service Portal.
- Site/Department – The first section here will enable you to give your portal users the option to select the site and department on their incidents and service requests. If you leave these options unselected, the user’s site and department will be populated by default. You can also make these fields mandatory.
- Attach Files – You can give your end users the permission to attach files to their incidents and service catalog requests.
- Specify Due Dates – You also have the option to give users the ability to specify due dates for their incidents.
- Categories/Subcategories – Portal users can be given the option to select the category and subcategory for each incident. If you give portal users the option to select these fields, you can also make each of these fields mandatory.
- Priority – This customization allows for you to make priority visible to portal users. You can also allow portal users to specify the priority of their incidents.
- Mark Requested Resolved – This feature gives portal users to mark their requests as resolved once they have been submitted.
- Submit On Behalf – You can give portal users the ability to submit requests on another user’s behalf. This is useful in the case that a particular user does not have the ability to submit an incident. You can also narrow down this option to be applicable only for submitting requests for the users they report to.
Have a question or found some issue? We would love to hear from you!