📄️ Introduction
The Support Portal is for the requesters who want to raise their requests related to any incident or service they require. Apart from raising requests, the requesters can chat with the Motadata Chatbot to solve their queries. Also, the changes, assets, and approvals assigned to the logged-in user can be reviewed.
📄️ Self Sign-up
You can register yourself into the system to manage your requests. For self registration, click on the Signup button on the top-right corner of the home page.
📄️ Active Directory Self Service
When any LDAP user forgets the password or account gets locked, one can login to the Support Portal and directly unlock or reset the password. For Non-Logged In users click the option Active Directory Self Service.
📄️ Login into Portal
Some features in the Support Portal are available only after login. The login page is same for technician and requesters. You can login to the ServiceOps sever using SSO, Google, Email, or Logon Name from a single page. For SSO, if multiple SSO Providers are configured, along with sign in with email/logon, other SSO Provider buttons will also be available on the login page. For example, if "Sign in with Microsoft" and "Onelogin" buttons are available. And, if the user selects the OneLogin button, you will be redirected to the OneLogin login screen directly.
📄️ Create and Manage Requests
From the Home page, you can report the incidents and create requests.
📄️ My Changes
- This page displays a list of Changes created by the logged in User.
📄️ My Assets
- This page displays a list of Assets ‘Used By’ the logged in User.
📄️ My CIs
- This page displays a list of CIs ‘Used By’ the logged in User.
📄️ Knowledge Articles
Knowledge section is the library of all the articles, guides, and FAQs that are related to this system. The content of this section is available to all the people who can access the system URL. The content is totally free that means you do not need to register or login into the system to see the articles. The knowledge articles here are generally managed by the authenticated users who are also subject matter experts. The knowledge helps people to get self aware about something before raising unnecessary tickets.
📄️ Announcements
Announcements from the system administrators are visible on the home page. System shows all the announcements that are currently active. To see the details, click on the announcement or you can also click on the icon to view all the announcements list.
📄️ Chat Support
The chat support enables to provide immediate assistance to the requesters. For regular queries the chat agent provides the appropriate responses. In case, additional resolution is required, the requesters can also chat with the technicians. Once, an online technician claims the request, the requester can start the communication. The requester can also share images and documents with the technicians.
📄️ My Chats
This page displays a list of chats of the logged in user.
📄️ My Approvals
The page shows all the approvals that needs your attention. Here, you can search for the approvals or see the list based on the approval status. Also, you can refresh the list to get the latest entries.
📄️ My Team
The page displays a list of technicians and requesters whose reporting manager is the logged-in user.
📄️ Edit User Profile
You can manage your profile and update the demographic details using ‘Edit Profile’ option. The option is available at the top-right corner of the application.