This area can be used for keeping end-users and yourselves update on the status of given services you provide to your customers.
The Services pane in the end user portal should be used as a catalogue of common requests you receive from your end users to improve the speed of service request fulfilment.
Maintaining your Service Catalogue
Editing and creating services for your end users is simple.
Click on an existing service or press new in the top right.
If editing an existing service, click edit in the top left
Name and assign the category to the service
Assign a cost and delivery time if necessary, add a description and summarise the service
Head to the configuration page
Adjust the settings as necessary
Of importance is how the ticket is logged to reference the service request
You can pick a ticket type to log the service request as or, (if ticket type defaults don't provide enough flexibility) then you can pick a ticket template to use (which includes a ticket type setting)*
Fill in the remaining tabs including User Access and add any subscribers from here
Add any related services and assets
*note that only templates with an ITIL type of 'Service Request' will be selectable in the Service Request Details section, and only ITIL types of 'Incident' will be selectable in the Incident Details section.
When logging a Service Request with a Ticket Type that includes the cost field, it will default the value of the Cost field to the service cost. Quantity can also be added to the Ticket Type fields to request more than one of the same service at once.
Checking who has Access
You can check which users can see what by clicking View as user and selecting the relevant user. This enables you to see which services are available to groups of users. Customising the catalogue by client, site or user.
Additional global settings are available under Configuration > Services, here you find options for descriptions of the Statuses of monitored services, defaults for ticket types for Incident/Service Requests
Also in here is Email Monitoring, here you can configure emails that come into a given mailbox the ability to update the status of services. This is run through below.
This is accessed from the settings and is to be used to monitor the status of services provided by yourselves.
Clicking new or editing an existing one will bring up the standard Email rule edit screen. For service monitoring emails, follow the steps;
Click new or modify an existing rule
If modifying an existing rule, click edit in the top left
Give the rule a name, leave the rule type as service status
Select the relevant mailbox, this will then match for emails received in this inbox
Specify the from/to addresses as necessary
In the Subject and body, the text specified in these boxes will match anywhere in the subject or body and if both are specified, will require both
i.e. Email Subject: Server HDD Backup completed Email Body: Unsuccessful
This will then trigger if both are present in the email
Creating and Modifying Service Categories
When viewing the service catalogue you can modify the service categories by right clicking in the left hand pane and selecting the relevant option. The options in here allow you to restrict access to the category, pin the category and select the User Access level.