Wiki source code of Self Service Web Interface

Last modified by Sabrina V. on 2025/12/16 08:15
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7 = General =
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9 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.
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12 = Page structure and login area =
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14 To access the Self Service Web Interface, enter the following address in your browser: [[http:~~/~~/~[ip~]/Self-Service/Login.aspx>>url:http://[ip]/Self-Service/Login.aspx]]
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16 The beginning of the address [ip] stands for the IP address of the computer on which the Web Interface is installed.
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18 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>>doc:ACMP.69.ACMP-Solutions.System.Einstellungen.ACMP Server.WebHome||anchor="HActiveDirectory"]], 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.
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20 [[Login window in the ACMP Self Service Web Interface>>image:69_Web Interface Self Service Login_1440.png]]
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22 = Structure of the Self Service Web Interface =
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24 The Self Service Web Interface is divided into three areas or tabs: [[Info>>doc:||anchor="HInfo"]], [[Ticket Overview>>doc:||anchor="HTicketOverview"]] and [[//Knowledge Base//>>doc:||anchor="HKnowledgeBase"]]. In addition, you will find the [[Profile>>doc:||anchor="HEdituserprofile"]] with which you are logged in, in the top right-hand corner, where you can also change your password if necessary.
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26 == Info ==
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28 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.
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30 [[Example of various info in Self Service>>image:69_Web Interface_Informationen_1018.png]]
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32 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).
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34 == Ticket Overview ==
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36 The Ticket Overview is the area where the tickets you have created are listed. You can find this under //My tickets//.
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38 [[Ticket overview with tickets created by you>>image:69_Web Interface_Ticket Übersicht Self Service_1021.png]]
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40 he tickets are listed in a table and are subdivided under the individual column headers. Click on [[image:1762852755531-898.png]] to refresh the ticket display or on [[image:1762852755532-790.png]] //Show tickets// if you want to view a selected ticket in the detail view. Create a new ticket ([[image:1762852755532-694.png]]) 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.
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43 **Tip**: Please refer to the chapter [[Structure of a grid in ACMP>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome]] for additional configuration options.
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46 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>>doc:ACMP.69.Arbeiten mit der ACMP Console.Aufbau der Console.Arbeitsbereich.Aufbau eines Grids in ACMP.WebHome||anchor="HFiltersinthegrid"]] [[image:1762852801559-560.png]]. For the "Ticket Status" column, a preselection is made based on predefined fields
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48 === Create tickets in the Self Service Helpdesk ===
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50 To create a new ticket, navigate to the //Ticket Overview //tab and then click on [[image:1762852829414-727.png]] //Create Ticket//. A new window will open.
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52 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 [[image:1762852829415-245.png]] //Add attachment //and select a file. You can also add a comment if you wish.
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55 The maximum allowed file size for attachments has been set in advance by your administrator.
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58 It is possible to edit the comment on the attachment at a later date ([[image:1762852846974-962.png]]). If you wish to remove the attachment completely, click on [[image:1762852846974-154.png]] //Delete attachment//.
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60 [[Create a new ticket>>image:69_Web Interface_Ticket erstellen Self Service_992.png]]
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62 To create the ticket, check your details again and click on //Save//. The newly created ticket will now appear in the ticket overview.
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65 **Tip**: Depending on the configuration, user-defined fields may also be available in the interface. These are either mandatory (declared as required fields) or optional for the user to fill in.
66 The administrator can enter custom fields via the ACMP Console.
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69
70 === View and edit ticket details ===
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72 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 [[image:1762852923800-714.png]] //Display ticket//. The interface is almost identical to that used when creating a new ticket.
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75 If you want to change the content of the ticket, you must explicitly click on [[image:1762852955138-537.png]] //Edit//.
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78 Whether the images are automatically displayed in the tickets depends largely on the [[settings>>doc:ACMP.69.ACMP-Solutions.Helpdesk.Web Interfaces.Einstellungen zum Web Interface.WebHome||anchor="HGeneral"]] 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 [[image:1762852972646-675.png]]// Edit//. This allows you to make changes (corrections, different formatting etc.) to a ticket that has already been created. Save your changes afterwards.
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80 === Comment on tickets ===
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82 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.//
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85 [[Comment function when editing tickets>>image:69_Web Interface_Ticket kommentieren Self Service_711.png]]
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88 The email addresses have visibility in the comment history.
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90
91 == Knowledge Base ==
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93 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 [[image:1762853126165-618.png]]. 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// [[image:1762853126166-568.png]]. For a detailed view of an article, simply select the desired article.
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95 [[Overview of articles in the Knowledge Base>>image:69_Web Interface Knowledge Base_1021.png]]
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97 === Detailed view of a knowledge base article ===
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99 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.
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102 [[Example of an article in the Knowledge Base>>image:69_Web Interface Helpdesk_Knowledge Base Artikel.png]]
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104 == Edit user profile ==
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106 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//.
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108 [[View of the user profile in Self Service>>image:69_Web Interface Benutzerprofil bearbeiten_1579.png]]
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