General

The Self Service Web Interface is designed for end users (service requesters) to create or edit their tickets or to view tickets again. In addition, it is possible (with existing rights) to view articles from the knowledge base that can contribute to self-help. As an end user, you can also retrieve ticket-related queries.

Page structure and login area

To access the Self Service Web Interface, enter the following address in your browser: http://[ip]/Self-Service/Login.aspx

The beginning of the address [ip] stands for the IP address of the computer on which the Web Interface is installed.

The login page is therefore the first page that you as an end user see from the web interface. Enter your email address and password in the input fields to log in successfully. If you have selected a different authentication setting, you may also need to log in via Active Directory. Optional, you can request your password by clicking on the button of the same name. To do this, enter the stored email address and the password will be sent to you. Otherwise, continue by logging in.

Structure of the Self Service Web Interface

The Self Service Web Interface is divided into three areas or tabs: Info, Ticket Overview and Knowledge Base. In addition, you will find the Profile with which you are logged in, in the top right-hand corner, where you can also change your password if necessary.

Info

The Info tab serves as a page where you can find out about news and updates. The information page has the same structure as the login page for Self Service.

If information is time-limited, it can have a start and end date. For example, you could be informed about upcoming maintenance work that may require continuing action (e.g. shutting down your computer).

Ticket Overview

The Ticket Overview is the area where the tickets you have created are listed. You can find this under My tickets.

he tickets are listed in a table and are subdivided under the individual column headers. Click on  to refresh the ticket display or on  Show tickets if you want to view a selected ticket in the detail view. Create a new ticket () or use the search bar to find a specific ticket by entering a keyword. To customize the view according to your preferences and for example display the results grouped accourding to a specific criterion, drag one of the culumns to the top row to enable continuing sorting of the results.

In addition, you can use the input elements above each column to filter the tickets continuing according to the value entered. For the fields "Ticket ID“, „Ticket Title“ and „Last Change to Ticket“, you can use a free filter . For the "Ticket Status" column, a preselection is made based on predefined fields

Create tickets in the Self Service Helpdesk

To create a new ticket, navigate to the Ticket Overview tab and then click on Create Ticket. A new window will open.

Now fill in the fields for the ticket. First, enter a title that briefly provides a summary of the problem. Below the description, you can describe your problem and apply common formatting to the text, as well as insert links or tables. If you want to embed a graphic in the text, click on Select File and upload an image. Optionally, enter some keywords for the ticket. Using the attachments, it is also possible to attach file formats other than graphics to the ticket. To do this, click on  Add attachment and select a file. You can also add a comment if you wish.

It is possible to edit the comment on the attachment at a later date (). If you wish to remove the attachment completely, click on  Delete attachment.

To create the ticket, check your details again and click on Save. The newly created ticket will now appear in the ticket overview.

View and edit ticket details

The ticket details can be viewed in each ticket that has already been created. To do this, double-click on the desired ticket or click on  Display ticket. The interface is almost identical to that used when creating a new ticket.

Whether the images are automatically displayed in the tickets depends largely on the settings you have specified. If the images are hidden, placeholders are displayed instead and you can only click on the images to load them later. You can find the images under the attachments. If you want to change basic information on the ticket, e.g. because additional data needs to be added to the description that has not yet been entered, you must click on  Edit. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.

Comment on tickets

The comment function allows end users to provide additional information that may need to be recorded after the ticket has been created (e.g. to document their own attempts, etc.). All comments receive a timestamp and the name of the person who made the comment is displayed. Fill in the comment box as required. To receive additional emails, you must provide a valid address. Then click on Add comment.

Knowledge Base

The Knowledge Base tab lists the knowledge base articles that have been created for you. Each article has an article ID and a heading. On the left-hand side, you will find the folder hierarchy, and on the right-hand side, you can see the creation and modification dates. A search bar above the articles helps you find the right search result . To do this, enter a keyword and press or start the search with Enter. If you want to print an article or the overview, click on Print . For a detailed view of an article, simply select the desired article.

Detailed view of a knowledge base article

Open the article of your choice. The articles are structured as follows: The first row contains the title of the article ("How do I open the Software Kiosk?") and general information about which user created or last changed the article and when. The first box below contains the question that the article addresses. Below that is the answer box. If files have been attached to the article (Images, PDFs, etc.), these are listed in the attachments (last box on the page) and can be downloaded separately.

Edit user profile

The user profile can be opened at any time by clicking on the button of the same name in the top right-hand corner. Click on the button > Profile to see the details of the logged-in user. Here you have the option to change your password. To do so, enter your current password and enter a new one in the two lines below, then click on Save password.