Self-Service Portal Getting Started Guide

Introduction Welcome to Samanage! This guide provides a basic introduction to the Self-Service Portal. The Samanage Self-Service portal allows you to do a handful of actions including submitting new incidents and service requests, as well as checking the status of your requests. Another helpful function of the self-service portal is allowing you to search the knowledge base. Throughout this guide you will find information varying from how to use the search to what the service categories mean. 3 Copyright 2014 Samanage www.samanage.com

Home Page Samanage s self-service portal allows you to submit and track tickets, Service Catalog Items, and to search the knowledge base. How to use the portal: The Self-Service Portal search allows you to search for incidents and service requests you have submitted, services that you can request, as well as search the knowledge base for relevant solutions. What you can view depends on the roles and permissions that your company has set up. Popular services - where does this come from? 4 Copyright 2014 Samanage www.samanage.com

On the homepage, you can view the Popular Services section, which includes frequently used services and incidents. You can simply choose the request or incident without submitting a ticket or calling the help desk. Useful articles - where does this come from? Useful articles on the homepage are regularly-viewed popular articles your company uses on a frequent basis. My requests My Requests consists of any ticket or service request you have submitted. These may be open current tickets or previously closed ones. How to open a new incident? Incidents can easily be created in two ways: 1. At the top, click New Incident. Or 2. At the bottom, click on Create New Incident 5 Copyright 2014 Samanage www.samanage.com

My Requests You can find My Requests at the top of the Self-Service Portal page: What can I see in the tables? The table will include the following columns: a. Request Number b. State (New, resolved, assigned, closed) c. Title d. Type (Service Request, Incident, Support, etc) e. Assigned To f. Priority g. Due Date 6 Copyright 2014 Samanage www.samanage.com

Drill down to an incident - what do I see, what can I do? When you drill down into an incident, you will see the following information: a. Assigned To b. Type c. Priority d. Comment Box The incident also features a commenting section. This allows you and your co-workers to have a dialog within the incident for any further questions or information regarding the specific incident. 7 Copyright 2014 Samanage www.samanage.com

Services The Service Catalog tab is at the top of the Self-Service Portal page: This page includes all service requests in categories that your company has set up. What do I see in the table view? You will see all your departments in this view: 8 Copyright 2014 Samanage www.samanage.com

Knowledge Base The Knowledge Base tab is located at the very top of the Self-Service Portal page, along with My Requests and Service Catalog. This page helps your company document best practices and solutions to common incidents. This helps support efficiency and increase effective IT knowledge awareness across the whole company. When you click Knowledge Base, you will find the following columns on the Solutions home page: a. Number b. Title c. Last Update d. Creator Drill down to a solution When you drill down into a solution, you will find a resolution that includes instructions. 9 Copyright 2014 Samanage www.samanage.com

New Incident The below descriptions of the fields will help you easily create an incident. Title The title should include key words of the issues, such as broken, not responding, down, access issue, etc. The title should be brief enough to describe the issue, three to five words. Description The description of the incident should be an extension of the title. More details if needed (specific computer broken, specific login issue, etc). It should also include any effects it might have on other systems or computers. CC CC email or name if someone else is having the same issue or is directly involved with the issue. Attachments You can attach any files (pictures or documents) that will help with the solution of the incident. 11 Copyright 2014 Samanage www.samanage.com