门户原有功能

最终用户使用客户门户轻松创建和跟踪用户请求和事件。它提供了易于使用的Web界面,简化了终端用户的工单的管理。

有2种类型的用户

  • 门户用户只允许查看他们已提交的工单
  • 电源门户用户允许查看其组织的所有工单

https://www.itophub.io/wiki/media?w=800&tok=3e9d7a&media=2_7_0%3Aportal%3Aportal-user-1.png

菜单“显示打开的请求”显示正在进行的请求列表(我的打开请求)和被解决请求的列表(我的被解决请求)

要创建新请求,终端用户必须单击“创建新请求”。这将打开一个向导,以帮助终端用户满足其请求。

https://www.itophub.io/wiki/media?w=600&tok=5142ca&media=2_7_0%3Aportal%3Aportal-user-2.png

第一步是选择与请求相对应的服务。仅显示客户合同中可用的服务。

如果只有一个服务可用,向导将自动转到第二步。

第二步包括选择与所选服务对应的服务子类别

https://www.itophub.io/wiki/media?w=500&tok=b524ca&media=2_7_0%3Aportal%3Aportal-user-3.png

最后一步提供了一个表单,该表单汇总了所选的服务和服务子服务,并要求类别输入:

  • 与此请求的总结对应的标题
  • 简短说明
  • 影响度和紧急度

如果需要,终端用户也可以加载附件以完成其请求。

https://www.itophub.io/wiki/media?w=600&tok=b2ad0b&media=2_7_0%3Aportal%3Aportal-user-4.png

通过外部留言进行通信

门户的一个重要特性是允许终端用户根据他们的请求跟踪活动。要获取详细信息并与技术支持代理进行通信,只需单击其请求之一的链接即可。终端用户可以查看终端用户中的通信历史记录:

https://www.itophub.io/wiki/media?w=800&tok=d2fcc6&media=2_7_0%3Aportal%3Aportal-user-5.png

要进行通信,只需更新外部留言空白区域,然后上传附件并单击“更新请求”

https://www.itophub.io/wiki/media?w=800&tok=1a8ef8&media=2_7_0%3Aportal%3Aportal-user-6.png

关闭或重新打开工单

一旦工单是被解决,它就会显示在“我的被解决请求”部分中。被解决可以单击这些请求的链接,以便在请求未正确完成时重新打开工单或将其关闭。

https://www.itophub.io/wiki/media?w=800&tok=18b715&media=2_7_0%3Aportal%3Aportal-user-7.png

如果结束用户重新打开工单,则提示他在外部留言中输入注释。

https://www.itophub.io/wiki/media?w=600&tok=03745e&media=2_7_0%3Aportal%3Aportal-user-8.png

如果终端用户关闭工单,则提示他输入满意度的等级和注释

https://www.itophub.io/wiki/media?w=200&tok=b20f05&media=2_7_0%3Aportal%3Aportal-user-9.png

一旦工单为已关闭,终端用户将无法重新打开它。在“显示未解决的请求”部分中不再显示

已关闭中的搜索工单

“显示已关闭请求”部分允许终端用户至搜索进入他自己创建的已关闭工单。

https://www.itophub.io/wiki/media?w=800&tok=28245d&media=2_7_0%3Aportal%3Aportal-user-10.png

终端用户可以在以下位置上使用过滤器:

  • 工单的引用
  • 开始日期和结束日期
  • 服务
  • 提交人(用于超级门户用户)

变更我的密码

如果终端用户的账号是内部登录名,则终端用户可以终端用户设置其密码。否则未显示菜单“变更我的密码”。

当输入终端用户和变更的密码时,系统会提示他输入上一个和新密码。

https://www.itophub.io/wiki/media?w=300&tok=a77fde&media=2_7_0%3Aportal%3Aportal-user-11.png

请注意,密码是一种加密方式。因此,只有用户才能知道。

原贴链接:https://www.itophub.io/wiki/page?id=2_7_0%3Aportal%3Aportal_v1


The customer portal is used by end users to easily create and track the user requests and the incidents. It provides an easy to use web interface that simplify the management of ticket for an end-user.

There are 2 types of users

  • portal users allowed to see only tickets they have submitted

  • power portal user allowed to see all the tickets of their organization

https://www.itophub.io/wiki/media?w=800&tok=3e9d7a&media=2_7_0%3Aportal%3Aportal-user-1.png

The menu “Show open requests” displays the list of on-going request (My open requests) and the list of resolved request (My resolved request)

Create a new ticket

To create a new request, the end-user has to click on “Create a new request”. This opens a wizard to help the end-user to fill its request.

The first step consists in selecting the service corresponding to the request. Only service available in a customer contract are displayed.

https://www.itophub.io/wiki/media?w=600&tok=5142ca&media=2_7_0%3Aportal%3Aportal-user-2.png

If only one service is available, the wizard goes automatically to the second step.

The second step consists in selecting the service sub category corresponding to the selected service

https://www.itophub.io/wiki/media?w=500&tok=b524ca&media=2_7_0%3Aportal%3Aportal-user-3.png

The last step provides a form that summarize the selected service et service sub category and asks the end-user to enter:

  • a title corresponding to a summary of thus request

  • a short description

  • the impact and the urgency

The end-user can as well load attachment to complete its request if required.

https://www.itophub.io/wiki/media?w=600&tok=b2ad0b&media=2_7_0%3Aportal%3Aportal-user-4.png

Communicate via the public log

One important feature of the portal is to allow end-user to track the activity on their requests. To get the details and communicate with the technical support agents, the just have to click on the link of one of their request. The end-user can view the history of the communication in the public log:

https://www.itophub.io/wiki/media?w=800&tok=d2fcc6&media=2_7_0%3Aportal%3Aportal-user-5.png

To communicate it just has to update the public log blank area, and upload attachment and click on “Update the request”

https://www.itophub.io/wiki/media?w=800&tok=1a8ef8&media=2_7_0%3Aportal%3Aportal-user-6.png

Close or Reopen a ticket

Once a ticket is resolved, it is displayed in the section “My resolved requests”. The end-user can click on the link for these requests in order to either reopen the ticket if the request is not properly completed or close it.

https://www.itophub.io/wiki/media?w=800&tok=18b715&media=2_7_0%3Aportal%3Aportal-user-7.png

If the end user reopen the ticket, he is prompted to enter a comment in the public log

https://www.itophub.io/wiki/media?w=600&tok=03745e&media=2_7_0%3Aportal%3Aportal-user-8.png

If the end-user close the ticket, he is prompted to enter his level of satisfaction and a comment

https://www.itophub.io/wiki/media?w=200&tok=b20f05&media=2_7_0%3Aportal%3Aportal-user-9.png

Once the ticket is closed, the end-user cannot reopen it. It is not more displayed in the section “Show open requests”

Search in closed ticket

The section “Show closed requests” allows the end-user to search into the closed tickets created by himself.

https://www.itophub.io/wiki/media?w=800&tok=28245d&media=2_7_0%3Aportal%3Aportal-user-10.png

The end-user can filter on:

  • The reference of the ticket

  • The start date and close date

  • The service

  • The caller (for portal power user)

Change my password

If the account of the end-user is an internal login, the end-user can change his password. Else the menu “Change my password” is not displayed.

When the end-user change his password, he is prompted to enter the previous one, and the new one.https://www.itophub.io/wiki/media?w=300&tok=a77fde&media=2_7_0%3Aportal%3Aportal-user-11.pngBe careful, the password is encrypted one way. So only the user can know it.

reful, the password is encrypted one way. So only the user can know it.

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由 superadmin 在 2020/08/25, 16:10 创建
    

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