Self Service Quick Reference

The Self Service home page appears when you first log in. Self-help information is available from the following panels:

• Click an item from the list to view the item details. If your list is empty, you have no open items.

• Click an issue from the list. The My Items tab opens. Modify the information if needed.
• Under Possible Solution, click a title to view the article.
• After entering the information about the item, click Save Incident.
• Click Back to My Items List to see a list of My Items.

• Click an item from the list A blank form appears.. Each form is different depending on the type of item chosen.
• Enter the information as needed into the fields, into each page of the form.
• When finished, click Review and Submit, then review the information for accuracy.
• If the information is not correct, click Edit, then modify the information as needed.
  If the information is correct, click Submit.
• Track your request item from your My Items list.

• Click a relevant question or topic in the Top 5 Questions pane.
• The FAQ tab appears, showing the details of the question you selected.

• Click Report an Issue from the toolbar to open a blank template.
• Enter your information into the fields.
• Click Save Incident. Track the item from your My Items list.

• Approval Requests appear in the My Items workspace.
• Click an Approval Request to review it.
• If you approve the request, click Approve.
• If you deny the request, click Deny.

• In the Chat zone, click Start a new conversation.
• Click Add Person, then in the text box that appears, enter the name of the person you want to chat with.
• Click Add. Repeat to add users to the conversation.
• In the bottom message area, type a message.
• Press Enter on your keyboard to publish the message. Users can not see your message until you publish. Your message appears below the list of recipients.

To minimize the conversation, click the conversation header. Click again to toggle open.

• Open the Social Board workspace to send messages to a team or group, or to view everyone's activity.
• Click in Share What's New to type a message.

• Click Share to send your message. Your message appears at the top of the list.

• Open the Service Catalog workspace to see a list of catalog items.
• Click an item. The item form appears.
• Enter your information into the fields.
• Continue to enter your information into subsequent pages. Some items have more pages than others.
• Click Review and Submit. The Review page appears.
• Click Submit. The request is submitted.

• Open the My Items workspace to see a list of items assigned to you.
• To find a specific item, enter a value into Search My Items, then click Search .
• To create a request for service, click New Service Request. Choose the Service Catalog item you want to create.
• To create an issue record, click New Issue.

• Open the Knowledge Center workspace to see a list of articles.
• To find a specific article, enter a value into Search the Knowledge Base Articles, then click Search .
• To view articles within a certain category, choose a category from the upper left pane.
• To narrow the number of articles you see, choose a filter type from the lower left pane.
• Adjust the number of articles you can view per page by entering a number in Results per page.
• Sort by various criteria from the Sort by drop-down list.

• Open the Search workspace to see a list of found items.
• To filter the list, click the Type from the left pane: FAQ, Announcement, Knowledge.
• Click the title to view the article.

• Open the FAQ workspace to see a list of all published FAQs.
• Double-click a title to see the answer.