Self Service Portal Enhancements

Self Service Portal Enhancements

We are working on enhancing the ServiceDesk Plus Self Service Portal. Some of our customers are finding Service Catalog functionality less user friendly. Hence we have developed new GUI. We have modified the GUI for home page and incident and service templates listview. Please give your input/comments on the feature design. If the images are not clear, please refer to the images in the attachment


Home Page Specifications:


We have two options for the Home Page. 


Option A1:
The Service Request and Incident will be encapsulated as a single unit 'Request' and based on service category , incident and service request templates will be shown inside the service category. 
Option A2:
Showing the incident and service request  template link separately. On clicking the link, The incident or service request templates will be shown as per the service categories.


The home page for Option A1  may look like as follows.




Option A2 for home page may look like as follows






The announcements if any will be displayed in the Left Hand section of Home page . Approvals if any will be displayed in the right hand side of the home page. 


Service Categories Display Specifications:


We have three options for displaying service categories and its associated templates(GUI on clicking the 'Submit your Request','Report an incident' or 'Create new service request' in home page ) . 


Option B1: 
Displaying service categories as a vertical list view along with its description. 


Option B2: 
Displaying service categories as a vertical list view without its description. Description will be showed only on hovering the service categories.


Option B3:
Displaying service categories as a grid view along with its description.


GUI may look like as follows.


Service Categories Display - Option B1:






Service Categories Display - Option B2:




Service Categories Display - Option B3:




Service Categories Display - Option B3 Expanded View:




Behaviour Changes : 


The Home page will have a configurable option to display the link for creating service request and incident as single component or as individual links. 
Announcements(if any) will be shown in the Left hand side panel.(Refer fig.Option A-Home Page). 
Approvals (if any) will be shown in the Right hand side panel..(Refer fig.Option A-Home Page)
My Summary , Popular Services,  Common Incidents,   Popular Solutions in Self Service Portal Home page will be removed.
Recently accessed request/solution list will be moved from left Hand Side panel in Request List View to the top panel (will be displayed after New Incident & Service Catalog button)
Solution Search functionality will be available in Request List View Right Hand side Panel. Instead, users can use the solution search in Home Page.
Service Catalog tab will not be available. Instead the functionality will be covered in the home page itself through the 'Incident' and 'Service Request' creation links.
GUI for Search in Service Catalog will be changed.(Design will be done after display format for service categories is finalized)




The final decision  of A(A1/A2) & B(B1/B2orB3) will be taken based on the user inputs. 
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