Overview
The self-service portal is a web interface that Callers are able to use to access Vivantio data. For ticket management everyone must log in; optionally you can expose Articles to anonymous users. Vivantio ITSM is able to support any number of self-service portals, control which CALLERS have access to which portal and there is a high degree of configuration available in terms of the appearance of each self-service portal.
Callers can access different Ticket types, Asset and Article data and can run reports. Exactly what data the Caller can access is configured in the admin area and can vary from one set of Callers to another. As well as accessing data Callers can be given permission to create and amend Tickets. Generally, greater control can be exercised over the submission of Tickets through the self-service portal when compared to the email to ticket service and is therefore the preferred method.
In some circumstances Callers can automatically log into the self-service portal based on their current active directory session. Setting up Single Sign-on for the self-service portal is discussed in the Technical Considerations section.
Different Callers can be configured to see different Tickets within the portal, so although a typical Caller might see those Tickets they have raised themselves, it is possible to allow a particular set of Callers to view all Tickets that have been raised against the Clients that they are a member of. Additionally it is possible to control what Assets and Articles are available to the different sets of Callers.
Whether the self-service portal is to be used, what Ticket types are to be exposed through the portal and what level of access the Callers are to have, need to be considered and defined during the implementation process.
Use the Self Service Administration Area to configure the Caller view and switch features on and off according to business practices. For example, you may prefer that Callers contact your Support Desk to add new tickets, but allow them to use Self Service to track progress thereafter.
Configuration can include the ability to add filters and search, add actions and attachments and the ability to allow the caller to select specific criteria in relation to a new ticket, including closing the ticket; this criteria can be configured as mandatory if this is required. Callers can search and view Articles, these can be articles specific to the Client or the whole article base and Assets are also available for Caller view.
Custom Fields created in Vivantio can be utilized in the new ticket screen to capture specific information required at this stage. Email Templates taken from the Email Templates area of Vivantio can be selected in the Self Service portal, standard and bespoke templates are available here. Ticker Tape news messages can be created to provide important information to your callers on a choice of screens and your Company Logo can be displayed in the top left hand corner of the screen to brand your Self Service portal.
Tasks which have been created in Vivantio for a Caller will appear in the Task area; the Caller isn't required to have a login for Vivantio to respond to a Task, the Self Service Portal provides all of the information on the ticket and Task for the Caller to respond.
Guidance
Navigate to the Admin Area > Self Service> select the Self Service Portal (if you have more than one) > Features
| Registration Mode | If you select Register by Email, visitors to the self service portal will see a link where they can submit a request to register for the self service portal. If the option is set to Registration Disabled the link will not be displayed. If you have selected to Register by Email its important that you provide an email to send those registration details to. |
| Send registration email to | Enter the registration email address into the box (if you have selected Register by Email and do not fill in this box you will not be notified of new registrations!). Tip: you can forward emails with the title Self Service Registration Request to your email to ticket email address to create ticket to handle a request, but you cannot send the registration direct to your email to ticket. |
| Login URL | The Self Service URL will be pre-populated, when selected the Self Service Caller Login screen appears. The portal name will be formatted as companyname.selfservice.vivantio.com, if you would like a custom URL please click here to find out more. |
| Page Title | Enter a title in the box which will appear at the top of the login page |
| Notification Address | Enter an email notification address into the box. When someone submits a ticket in the self service web portal, an email notification is sent to this address |
| Time Plan Log in Restrictions | Tick the box to enable the Time Plan Log Restriction |
| Working Time Plan | Select a Working Time Plan from the drop down box; callers will only be able to login to the SSP to log tickets within the Working Time Plan hours |
| Default Role | Select a Role from the drop down box. This Role will be selected by default when creating new Callers, and will be assigned to new Callers created via the Integration Services Component or Data Import |
| Username / Password login enabled | If you want to restrict your end users to using Single Sign On, you can disable username / password login |
| Enable Single Sign On via Azure Active Directory | You will need to register your Azure Tenants under Integration & API » Windows Azure » Features before using this feature |
| Allow End Users to update their details | End users can change their details in their Self Service Profile. Do not enable this if you are using SSO because the details will be overwritten on the next update from Active Directory |
Reviewed: 07 April 2022