Zelfserviceportaal gebruiken
Portal navigation · Portal request list · Portal knowledge search · Portal application readiness
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Portal navigation
Use the available portal tiles for requests, knowledge, support, approvals, devices, notifications, applications and service catalog. Visible areas depend on your organization and permissions.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Portal visibility is tenant and permission dependent; some tiles or pages may be hidden by feature settings or role access.
- Service catalog browsing exists as a portal route, but the current page may be a lightweight or staged experience depending on tenant configuration.
- Richard is the same unified assistant in the portal and operator/admin contexts; the user role, permissions, feature flags, and chat mode determine what guidance and actions are available.
- Open the Portal area from the app navigation.
- Use the portal home tiles to jump to requests, knowledge, contact IT, approvals, devices, tickets, notifications, or service catalog.
- Use Richard chat for helpdesk/self-service questions and request assistance.
- Open My Approvals to review approval requests assigned to the requester.
- Open Notifications to read, mark read, mark all read, or archive portal notifications.
- Use Knowledge Base or Service Catalog when the user wants self-service information or a structured request path.
Expected outcome: The user has reviewed the result of portal navigation in the application.
Portal request list
Portal request list.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Portal visibility is tenant and permission dependent; some tiles or pages may be hidden by feature settings or role access.
- My Requests combines incidents and service requests from the requester perspective, while operator queues live in the ITSM workspace.
- Open the Portal area from the app navigation.
- Open My Requests to track incidents and service requests submitted by or visible to the requester.
Expected outcome: The user has reviewed the result of portal request list in the application.
Portal knowledge search
Portal knowledge search.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Portal visibility is tenant and permission dependent; some tiles or pages may be hidden by feature settings or role access.
- Only content made available to requesters is shown; an empty result does not authorize invented troubleshooting.
- Open the Portal area from the app navigation.
- Open Knowledge Base and search for the topic you need.
- Open a relevant published public article and follow its complete instructions and safeguards.
Expected outcome: The user has reviewed the result of portal knowledge search in the application.
Portal application readiness
Portal application readiness.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Portal visibility is tenant and permission dependent; some tiles or pages may be hidden by feature settings or role access.
- Adding a missing application sends evidence to IT for evaluation; it does not create a canonical application or request a licence automatically.
- Application identity is read-only in the portal. Department stewards can propose department-scoped users, while ordinary users can report only their own use.
- Open the Portal area from the app navigation.
- Open Applications to review accepted use, readiness gaps, and evidence waiting for IT.
- When IT changes the identity or canonical details of a missing-application submission, compare the original input with IT's proposal and accept it or return it with an explanation.
- Search the requester-safe catalogue before submitting a missing application; use Service Catalog instead when the intent is future access.
Expected outcome: The user has reviewed the result of portal application readiness in the application.
Aanbevolen werkwijze
- Schrijf in begrijpelijke taal voor de doelgroep.
- Archiveer verouderde kennis.
Gerelateerde handleidingen
Lees verder in Zelfservice
Portaal, servicecatalogus, aanvragen, goedkeuringen en kennisbank.