Self Service Tasks

Self Service users use the Self Service workspace to request services and to report failures. Self Service users can also access FAQs, announcements, and knowledge center articles to try to resolve issues themselves. When a Self Service user submits an incident or a service request, the system logs it with the Service Desk, where a Service Desk Analyst begins processing it. Users can use the Self Service workspace to track the progress of an incident, add more information, and communicate with a Service Desk Analyst while the incident or the service request is being worked on.

Anyone who logs in with the Self Service role is considered a Self Service user. By default, the system automatically directs users to the Self Service workspace if they do not belong to other roles.

The activities that can be performed through the Self Service workspace depend on the role that the user logged in with. Any user logged in under the Self Service role can submit, track, and try to self-resolve incidents. Self Service users logged in under other roles can perform other activities based on their role.  Examples are administering the Self Service workspace, approving or denying requests for changes, controlling which services are made available to other Self Service users, categorizing services, and defining the process by which these services are fulfilled. These activities typically can be performed only by users logged in under the service owner role.

The default workspaces for the Self Service role are:

• Social Board
• Service Catalog
• My Items
• Knowledge Center
• Announcements
• Alert
• FAQ
• Search

After logging into Self Service, decide whether you are:

• Experiencing a failure with your system: Decide whether you will search for a solution or report the issue to the Service Desk.
  • Search for a solution: If others have experienced the same failure, a known solution might published in an article, announcement, or somewhere else.
  • Report an issue to the Service Desk: If you are unable or did not attempt to resolve your own issue, report it to the Service Desk. When you report the issue, the system logs it as an incident and a Service Desk Analyst begins processing it through HEAT.
• Requesting a service: When you request a service (such as adding a new user, requesting more disk space, and so on), you choose from a list of available services.

The services that you can request through Self Service are predefined, meaning that you cannot define your own service in your request (although for some services you can select certain features or parameters). The list of services and request items by a user or users with the ability to log in under the Self Service role.

When you request a service, the system logs a service request and a Service Desk Analyst begins processing it.

• Looking for information: If you are looking for information for general purposes (or to resolve an issue), you can look in the following Self Service locations:
  • General announcements and alerts from system administrators (for example, planned outage notices, temporary workarounds, and so on).
  • FAQs and answers.
  • Articles in the knowledge center, which typically contain more detail than announcements and FAQs.
• Approving a request: Self Service users can also be approvers. Using Self Service, you can approve a knowledge article, release milestone completion, change, or a Self Service request.