Guide to the Service Portal
Upon arrival at the Service Portal page, you will immediately see the Service Portal Home menu. This menu is an interactive overview that highlights several functions of the Service Portal. The Home menu will enable you to jump to any functionality of the Service Portal quickly and seamlessly.
There is a plethora of information and links here, so let’s talk about all the fun things that you can see and access from the Service Portal Home menu!
Title & Welcome Message
You will find the Service Portal Title and Welcome Message front and center when you arrive on the Home menu. The Service Portal Title will describe your service portal and the Welcome Message will welcome you to the Service Portal. The Welcome Message can also contain important information or urgent messages pertaining to your organization. You may also find links that direct you to other areas of the Service Portal. This section could even contain fun images! The Service Portal Title will be found at the top of the Service Portal Home Page above the universal search bar and the Welcome Message will be found below the Title and the universal search bar.
Here are a couple of examples of what you might find on your own Service Portal!
The Portal Announcement gives your organization the opportunity to post urgent or important messages to the Home Page of the Samanage Service Portal. This Portal announcement feature allows real-time updates for known issues and could even prevent you from having to submit a ticket.
If your organization has chosen to show a portal announcement, it will be shown below the Universal Search Bar. Here are a couple examples of what you might see!
If you would like to close out of the portal announcement, just click the exit button located on the right side of the announcement bar.
You might want to check here if you are experiencing any issues to see if there are any important announcements! These announcements could be related to vital systems in your organization, planned outages or even free food in the break room, you never know!
The Universal Search within the Samanage Service Portal is used to search everything that you can access or view via the Service Portal. This will include any Service Catalog items as well as any Solutions that your organization has created for you to access.
There are two ways to access the Universal Search feature from the Service Portal. Each of these search bar locations will generate identical search results.
The first access point to the Universal Search that we will highlight is the search bar located on the Home menu view. When accessing the Home menu, you will find the search box located front and center, below the title and with the text, “What can we help you with?”. Go ahead and type something and click the magnifying button on the right to search!
You can also access the Universal Search feature from any menu on the Service Portal by using the search bar in the top right hand corner of the screen. This search bar will follow you around while you access the various menus of the Service Portal. The results from this search bar will be identical to those from the search bar on the Home menu. Type something into the search bar to the left of your user icon and prepare to be amazed by the power of search.
Any search query typed into either of these locations will bring you to the “Search Results” page. Here you will find any related Service Catalog items or Solutions.
For example if I am interested in a new laptop, I may type “new laptop” into the search bar. The “new laptop” search brings me to a search results page where I can see there is a “New Laptop Request” Service Catalog item that I can fill out if I would like to request a new laptop.
Do your best to type carefully, or you may find yourself here! Don’t worry though, you can create a new incident or request an item from the Service Catalog if you don’t find what you are looking for.
User Profile Card
The User Profile Card will allow you to see more information regarding your own user account. You can also edit various information from this card and see your Service Catalog requests as well as any submitted incidents.
You will find the User Profile Card by clicking on your User Icon on the top right hand corner of the screen. After you click on your User Icon, please select “My Account” from the dropdown menu.
The User Profile Card will show you the various information associated with your user account. On the left hand side of the User Profile Card, you will find user specific information including job title, contact information, account creation dates and much more. You can also see any associated requests under the Service Desk section on the right hand side of the card. You can click into these service requests from the Requested Incidents list. You can also jump from your User Profile Card to your requests list by clicking “See all Incidents”.
The User Profile Card also gives you the option to edit some of the information located on this card. As a Requester, the amount of information that you can edit may be limited. To edit your User Profile Card information, please click the pencil button located toward the top of the card.
Once you have clicked in to edit your User Profile Card you will see the various fields that you can edit which will include your User Profile Image, any field that is not greyed out and potentially your email signature.
To edit your User Profile Image, you will click “Upload Image” and choose a file from your computer to be your new image. This will help anyone working in Samanage to know who you are! You will also find that you can click into any one of the text fields which are not greyed out to edit this information. This could include your name, title, and even phone numbers. The edit screen here also allows your to change your Samanage password. Please use the “Change Password” button if you would like to update your Samanage password. If you continue to scroll to the bottom of the edit screen, you will find the option to edit your email signature if your organization allows. This signature will be included in all emails sent from Samanage on your behalf.
The Popular Services section will show you a list of Service Catalog items which your organization has deemed as “popular” or “most used”. These services are listed here on the Home menu of the portal for your convenience.
The Popular Services list will be located under the Universal Search bar towards the center of the Home menu. You can click on any of the links here to request a service.
You can also select the “View all” button to jump to the Service Catalog menu of the Service Portal. We will learn more about the Service Catalog later in this guide.
The Useful Articles section of the Service Portal Home menu will highlight solutions that your organization has regarded as useful and more commonly used than than the rest of the Solutions or Knowledge Base articles. These solutions are highlighted here on the Service Portal Home menu for ease of access.
The Useful Articles list will be located under the Universal Search bar towards the center of the Home menu. You can click on any of the links here to access a knowledge base article from the Solutions/Knowledge Base menu.
You can also select the “View all” button to jump you to the Solutions/Knowledge Base menu of the Service Portal. We will learn more about the Solutions menu later in this guide.
The last section for us to cover on the Service Portal Home menu is the “My Requests” section located on the right hand side of the Home menu. The “My Requests” box will show you any Active or Closed requests that you have submitted in the system. This will include any incident that you have submitted or Service Catalog item that you have requested.
By default, you will see any “Active” incidents or requests that you have open. This will include any New, Assigned or Resolved items. You can click into any item here to see more details regarding the Incident or Service Catalog Request.
If you would like to view your Closed Requests, please use the dropdown box to switch your view. You will now see any Closed items that you have submitted.
You can also click “View all” at the bottom left hand corner of the “My Requests” box to view the My Requests menu of the Service Portal.
Have a question or found some issue? We would love to hear from you!