Settings

End-User Portal

End-User Portal/Self-Service Portal Settings

 

This page allows you to configure settings for the End-User Portal and the Self-Service Portal. Be sure to click Save when you are done making changes to this page.

 

Enable Self-Service Portal/End-User Portal

You can select to enable either the Self-Service Portal and/or the End-User Portal.

 

If neither option is selected, end users are taken directly to the Incident Submission form for the default portal. All other End-User Portal/Self-Service Portal features are unavailable.

 
 
Enable End-User Portal
This option enables end users access to the End-User Portal.
Enable Self-Service Portal
This option enables end users access to the Self-Service Portal.
Default portal when logging in as end user
Determines which portal end users access when they login.
Enable Access without login
This option is only available if at least one of the portals are selected. This allows users to login to the portal as guests, without entering a user name and password. Guest users can create an SR or initiate a chat by using their name and email address.

Other Settings

Display "Remember me" in login page with default value (checked/unchecked)
If this option is enabled, the Remember Me option is displayed in the SysAid login page. The option Checked/Unchecked determines whether the Remember Me option is preselected or not.

Selecting Remember Me during login causes the user to be automatically logged in every time he accesses SysAid from that browser on that computer. If the user clears the cookies for that browser, he will have to manually log again.
Display domain drop-down in login page when multiple LDAP integrations are defined
If you have integrated your SysAid with more than one LDAP, you may choose whether or not to show the Domain drop-down list in the login page. If you do not display the Domain drop-down list, LDAP users must login using their full login names (domain\user). Note that if you have not integrated SysAid with LDAP or have integrated with only one LDAP, the Domain drop-down list never appears on the login page.
Allow end users to register themselves
Adds a link to the SysAid login page allowing anybody accessing that page to register themselves as an end user. SysAid uses their email addresses as their user names.
Enable end users to change settings
This allows end users to change settings such as name, phone number, password, and language. If disabled, only administrators can change settings for end users.
Enable calendar
This allows end users to access the calendar feature in the End-User Portal/Self-Service Portal.
User's asset determined by
This determines which user name is used for login to the End-User Portal/Self-Service Portal when pressing the SysAid hot key or using the SysAid desktop shortcut icon. The choices are:

  • Domain and user: This is the user name with which users are logged into the computers, including the domain name. Example: ilient-hq\david
  • Asset owner: This logs users in as the owners of the assets they are using. Owner is specified per asset on the Asset form. Please note that this option may not be ideal if you have shared computers in your organization, as you will not know who submitted the SR from these shared computers.
  • Login: Forces end users to log in, and uses whatever user names they log in with to access the End-User Portal/Self-Service Portal.
 
When accessing the End-User Portal/Self-Service Portal from the hotkey...
If you are using an LDAP other than Active Directory, when an end user accesses the End-User Portal/Self-Service Portal from the SysAid hotkey and submits an SR, the SR's request user may be incorrect. Enable this option if you are encountering this issue.
 
 
 
Enable chat from the user portal
If disabled, the Chat icon is removed from the End-User Portal/Self-Service Portal.
Enable requests submission from the user portal
If this is enabled, end users are able to submit requests from the user portal.
Allow end users to reopen incidents or requests; and then change their statuses to
If enabled, end users are able to reopen incidents and/or requests they've submitted from the End-User Portal/Self-Service Portal, or via a link that is included in the email to end users when a service record is closed. You may choose the category these reopened incidents/requests receive (e.g. "Reopened by End User").
Allow end users to close an incidents/requests; and then change their statuses to
If enabled, end users are able to close incidents and/or requests they've submitted. You may choose the category these closed incidents/requests receive (e.g. "Closed by end user").
When a service record is submitted from an asset...
This is useful when you have not imported your users from LDAP.
When end users add a note or attachment to an incident/request; change its status to
This is helpful so that your administrators know that end users have made changes to the service record. Example: change status to "Updated by end user." Only statuses relevant to incidents/requests are shown.

 

 

The following settings appear on the page only when you enable the Self-Service Portal:

Enable incident submission from Self-Service Portal
If this is enabled, end users are able to submit incidents from the Self-Service Portal.
 

Settings specific to the End-User Portal

The following settings appear on the page only when you enable the End-User Portal Portal:

 
Enable FAQ
This enables the end-user Knowledge Base, referred to as the FAQ. Click Edit end users' Self Service to edit the FAQ items. You can also edit them from Service Desk > Knowledge Base > Articles.
Enable FAQ without login
This option is only available if Enable FAQ and Enable End-User Portal without Login are checked. This allows users to access to the Knowledge Base as guests, without entering a user name and password. Guest users can create Knowledge Base articles with their name and email address.
Enable requests submission from End-User Portal
If this is enabled, end users are able to submit requests from the End-User Portal in addition to incidents. If disabled, end users can only submit incidents.
Enable workflow actions (ITSM edition only)
This allows end users to access their workflow actions in the End-User Portal.
Use this code to integrate...
If you would like your end users to access the End-User Portal from a page within your website, you can use the code provided here to embed the End-User Portal in an IFRAME within that web page.
use CI instead of asset
For administrators who have customized the End-User Portal HTML files, this adds code to the HTML files to include the Main CI field instead of the Main Asset field on the Submit Incident form. The list of CIs available to the end user includes only CIs that belong to that end user, as determined under User's asset determined by.
 
 

Other settings

The following settings appear for both the End-User Portal and the Self-Service Portal:

 
 
Enable "Change User" button on the End-User/Self-Service Portal
If enabled, adding the Request User field to the SR submit form allows end users to choose the request user. If disabled, adding this field displays the request user, but with no option to change it.
Add end-user notes to
When end users add notes to a service record, the notes are added either to the Notes field or the Description field.
 
 
 
 
 
Enable Incident templates
For administrators who have customized the End-User Portal/Self-Service Portal HTML files, this adds code to the HTML files to include the Template bar on the Submit Incident form.
 
 

 

See also:

Customizing the End-User Portal Submit Incident form

Customizing the End-User Portal View Your Service History list