Overview

The Self Service portal is designed to provide a website for your Callers to add and manage tickets in Vivantio. Register your callers and they identify themselves by entering their email address and password. Callers can view the progress of existing tickets and add new tickets.


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 Forms 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.


The Advanced Ticket Handling feature provides additional options for allowing users of the self service portal to easily close and re-open Tickets. Within the Status area of the Ticket, the status type can be added as Resolved. The configuration can be applied in the Self Service Incident tab to enable the prompt for closure and apply the required configuration. When viewing a ticket in a Resolved status, additional options are now visible. The option to close the ticket is provided with Yes and No answers based on the Resolved status.


Self Service Tasks are the tasks which are assigned to the logged in caller, the title and description of the parent ticket will be visible to the Caller when viewing a task and callers can vote on decision making tasks.

Guidance

Navigate to the Admin Area > Self Service > Select the Portal (if you have more than one) > Tickets > Tickets

Tick the Box to enable Tickets in the Self Service Portal

Tick the Box to enable the Caller to view the history of a ticket

This option becomes available when the View Ticket History option is selected. Tick the box to allow the Caller to view incoming emails on actions that contain an incoming email

This option becomes available when the View Ticket History option is selected. Tick the box to allow the Caller to view outgoing emails on actions that contain an outgoing email

Tick the box to allow the Caller to view the Ticket Solution 

Controls how the ticket owner is displayed. Available options are: None, Group Only, User Only, Group and User

When enabled a summary of tickets linked to the ticket being viewed is displayed if the Caller has permission to view the linked ticket. 

When enabled a summary of assets linked to the ticket being viewed is displayed if the Caller has permission to view the linked asset.

Tick the box to enable the ability to add categories for your attachments, e.g a category of Document 

Enable or Disable the Ticket Search 

Tick the box to add Tickets in the Self Service Portal 

Tick the box to enable the title on the ticket add screen

Tick the box to make the Ticket Title Mandatory for the Caller in the Self Service Portal

Tick the box to enable the Description on the ticket add screen

Tick the box to make the Description Mandatory for the Caller in the Self Service Portal

Tick the box to allow the Caller to choose a Category in the Self Service Portal

Tick the box to make the Category Mandatory for Caller selection in the Self Service Portal

Click the three dots to choose the selection of Categories for your Caller to select from in the Self Service Portal

Select an option from the drop down box, there are 3 available to you: 

- Select Any  - The user can select any level Category 

- Can't select top level - The user cannot select a top level category (This forces the user to select any level other than the top level) 

- Must select bottom level - The user must select a bottom level category (This is beneficial for multi sub level category trees) 

Tick the box and select the required Categories for the relevant role(s); this is beneficial when a split in the category tree between groups or Departments is required 

Tick the box to allow the Caller to enter a phone number in the Self Service Portal 

Tick the box to make the Phone Number Mandatory for Caller entry in the Self Service Portal 

Tick the box to allow the Caller to choose a Priority in the Self Service Portal 

Click the three dots to choose the selection of Priorities for your Caller to select from in the Self Service Portal

Tick the box to allow the Caller to choose an Impact in the Self Service Portal  

Tick the box to make the Impact Mandatory for Caller selection in the Self Service Portal 

Tick the box to allow the Caller to choose the customer

Tick the box to make the Customer Mandatory for the Caller to enter in the Self Service Portal

Tick the box to allow the Caller to choose a Category in the Self Service Portal 

Tick the box to make the Location Mandatory for Caller selection in the Self Service Portal 

Tick the box to allow the Caller to choose a Name in the Self Service Portal 

Tick the box so the Caller can use the Contact Lookup 

Tick the box to allow the Caller to enter an email address in the Self Service Portal 

Tick the box to allow the Caller to choose an Asset in the Self Service Portal 

Tick the box to make the Asset Mandatory for Caller selection in the Self Service Portal

Tick the box to allow the Caller to search for an Asset by its Location

Tick the box to allow the Caller to select the Asset Category

Depending on other options you have selected, you can choose to guide your end users through the Incident logging process and have them select a Category or Asset, or search for Articles, before logging the Incident. 

Select am option from the drop down menu, the two options are: 

- Tree View is a tree list of categories 

- Panels are boxes of categories

Tick the box to show the list of Categories in a collapsed view

Tick the box to choose a Confirmation Email Template

Tick the box to enable Add Action in the Self Service Portal 

Tick the box to enable the Quick Add Note feature in the SSP 

Tick the box to allow Rich Text Notes which allows you to apply formatting and embed images in ticket descriptions and notes. If you are thinking of using touch screen devices to access the self service portal please test after enabling this as some browsers/devices might not be compatible with the iFrame. 

Tick the box to allow Caller to Add Attachments in the Self Service Portal 

Tick the box to allow Callers to close Tickets in the Self Service Portal and select a status from the drop down box 

Tick the box to allow the Caller to change the status in the Self Service Portal 

Choose the Statuses from the three dots, which you would like your Callers to select from 

In the Tasks area, your end users can see Tasks assigned to them. Enabling this option will show a summary of Tasks being done on behalf of a user when viewing a Incident. 

Tick the box to enable the prompt for closure

Select a Status from the drop down for the ticket to re-open to

Select a Status from the drop down for the ticket to close to

Tick the box to Auto Close and enter a time below to configure the ticket to close automatically after a set period of time