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Support Portal Settings

Control exactly what requesters can see and do in the Support Portal, from creating incidents to signing documents.

Configure the Support Portal to match your organization's support workflow. These settings control requester permissions across requests, the service catalog, assets, CIs, knowledge, approvals, digital signatures, and self-registration.

To view the Support Portal settings, navigate to Admin > Support Channels > Support Portal.

Support Portal settings page showing all requester permission toggles organized by module

Request​

This section controls what requesters can do with incidents and service requests in the Support Portal.

  • Allow Requester to create Incident: Enable to let requesters create an incident from the Support Portal. When disabled, the Create Incident option is hidden from the portal.
  • Allow Guest Requester to Report a Request: Available only when Allow Requester to create Incident is enabled. Enable to let guest requesters (not logged in) create an incident. When disabled, the Report an Incident option is hidden for guest users.
  • Allow Requester to Create Incident On Behalf Of Other Requester: Enable to let a requester create an incident for another requester. When enabled, the Requester field becomes editable on the incident creation form. Disabled by default.
  • Allow Requester to View Request Due By: Enable to show requesters the due date and time for their requests. When enabled, the Due By field appears in:
    • Request Detail page, Other Info section
    • Request List page, column selection
    • Request List page, search bar conditions
    • Request List page, export column selection
  • Allow Requester to Access Solution: Enable to let requesters view the solution added to their request on the Request Details page.

Support Portal solution access setting

  • Allow Requester to Close Request: Enable to let requesters close their own requests from the Support Portal.
  • Allow Requester To Submit Feedback: Enable to let requesters submit feedback after a request is closed or resolved. When enabled, a Feedback button appears on the Request Details page. Feedback behavior follows the Feedback Setting.
  • Mandate comment to Reopen Request: Enable to require requesters to add a comment when reopening a request from the Support Portal. Disabled by default.
  • Allow Requester to Reopen Resolved Request: Enable to let requesters reopen resolved requests. When enabled, set a Grace Period that defines how long after resolution a requester can reopen the request. Select Unlimited for no time limit, or select Days and enter the number of days.
  • Allow Requester to Reopen Closed Request: Enable to let requesters reopen closed requests. When enabled, set a Grace Period that defines how long after closing a requester can reopen the request. Select Unlimited for no time limit, or select Days and enter the number of days.
  • Allow Requester to access Audit Trail: Enable to let requesters view the audit trail for their requests. When enabled, the Audit Trail tab appears on the Request Details page in the Support Portal.
  • Requester Ticket Visibility: Controls which tickets a requester can see. Select My Requests to show only tickets the requester created, or Group Requests to also show tickets raised by other members of their requester group.

Service Catalog​

This section controls requester access to the service catalog and service request creation.

  • Allow Requester to Access Service Catalog: Enable to let requesters create service requests from the Support Portal. When disabled, the Request Service option is hidden.
  • Allow Guest Requester to Request for Service: Available only when Allow Requester to Access Service Catalog is enabled. Enable to let guest requesters create service requests. Disabled by default.

Support Portal service catalog access setting

  • Allow Requester to Request Service On Behalf Of Other Requester: Enable to let a requester create a service request on behalf of another requester.

Change​

This section controls requester access to the Change module.

  • Allow Requester To Access My Changes: Enable to let requesters view their changes in the My Changes module. When disabled, the module is hidden from the portal.

Asset​

This section controls requester access to assets and asset linking.

  • Allow Requester to Access My Assets: Enable to let requesters view their assets in the My Assets module. When disabled, the module is hidden from the portal. When enabled, the following option becomes available:
    • Allow Requester To View Barcode / QR Code: Enable to let requesters view the barcode or QR code of an asset from the asset list page.
  • Allow Requester to Link Asset: Enable to let requesters link assets to a request. The Link Assets button appears in the Linked Assets tab on the Request Details page. When enabled, the following two options become available:
    • Allow Requester to link Asset of other Requester: Enable to let requesters link assets that belong to another requester.
    • Auto-Link Requester's Assets: Enable to automatically link the logged-in requester's asset to the request. Requesters can remove auto-linked assets if multiple are linked.
Asset Linking

Allow Requester to link Asset of other Requester and Auto-Link Requester's Assets are available only when Allow Requester to Link Asset is enabled. Both are disabled by default. For Service Requests, configure asset linking in each individual Service Catalog item.

Asset linking options in Support Portal settings

CMDB​

This section controls requester access to configuration items (CIs) and CI linking.

  • Allow Requester to Access My CI: Enable to let requesters view their CIs in the My CIs module on the Support Portal.
  • Allow Requester to Link CI: Enable to let requesters link CIs to a request. The Link CI button appears in the Linked CI tab on the Request Details page. When enabled, the following options become available:
    • Allow Requester to link CI of other Requester: Enable to let requesters link CIs that belong to another requester.
    • Auto-Link Requester's CI: Enable to automatically link the logged-in requester's CI to the request. Requesters can remove auto-linked CIs if multiple are linked.
CI Linking

These options are available only when Allow Requester to Link CI is enabled. Both are disabled by default. For Service Requests, configure CI linking in each individual Service Catalog item.

Knowledge​

This section controls requester access to the Knowledge module.

  • Allow Requester To Access Knowledge: Enable to let requesters access the Knowledge module from the portal menu. When disabled, the menu item is hidden.

  • Show Suggested Knowledge while creating new Request: Enable to show suggested knowledge articles as requesters type the subject of a new request. Articles appear based on keywords in the subject field.

    MSP Environments

    When the Managed Services Provider feature is enabled, suggested knowledge articles are filtered to show only articles relevant to the requester's company.

Approval​

This section controls requester access to approval information.

  • Allow Requester To Access My Approvals: Enable to let requesters access the My Approvals menu. When disabled, the menu item is hidden.
  • Show 'Approvals' tab (in Request Detailed View) in Support Portal: Enable to show the Approvals tab on the Request Details page in the Support Portal. Disabled by default.

Digital Signature​

This section controls whether requesters can access document signing from the Support Portal.

  • Show 'Signature' tab in Support Portal: Enable to show the Signature tab on the Request Details page in the Support Portal. Requesters can use this tab to view and sign documents through the configured digital signature provider.

User​

This section controls requester self-registration for the Support Portal.

  • Allow Self Registration: Enable to let requesters register themselves on the Support Portal without an admin creating their account. When enabled, select the Registration Type:
    • Allow Everyone: Any person can self-register on the portal.
    • Set of Domains: Only users with an email address from the specified domains can self-register. Enter the allowed domains after selecting this option.

Allow Self Registration setting showing domain restriction options

Click Update to save all settings.

Troubleshooting​

Use the sections below to resolve common issues with Support Portal settings.

A setting was saved but the change is not visible in the Support Portal

Cause: The requester's browser is serving a cached version of the portal, or the setting depends on another toggle that is disabled.

Fix:

  1. Confirm you clicked Update after making the change. The page must be saved for settings to take effect.
  2. Ask the requester to clear their browser cache and reload the Support Portal.
  3. Check whether the setting has a dependency. For example, Allow Guest Requester to Report a Request only takes effect when Allow Requester to create Incident is also enabled. Review the setting description to identify any prerequisite toggle.
Guest requesters cannot create incidents or service requests despite the setting being enabled

Cause: The Allow Guest Requester to Report a Request or Allow Guest Requester to Request for Service toggle is enabled, but the parent setting it depends on is disabled.

Fix:

  1. Navigate to Admin > Support Channels > Support Portal.
  2. Confirm Allow Requester to create Incident is enabled before enabling Allow Guest Requester to Report a Request.
  3. Confirm Allow Requester to Access Service Catalog is enabled before enabling Allow Guest Requester to Request for Service.
  4. Click Update and ask the guest requester to retry.
Requesters cannot reopen a resolved or closed request

Cause: The reopen option is either disabled or the grace period has expired.

Fix:

  1. Navigate to Admin > Support Channels > Support Portal.
  2. Confirm Allow Requester to Reopen Resolved Request or Allow Requester to Reopen Closed Request is enabled, depending on the request status.
  3. Check the Grace Period setting. If Days is selected, confirm the number of days entered has not already passed since the request was resolved or closed.
  4. If the grace period has passed, a technician must reopen the request from the Technician Portal.
Self-registration fails for requesters from a specific domain

Cause: The Registration Type is set to Set of Domains and the requester's email domain is not in the allowed list.

Fix:

  1. Navigate to Admin > Support Channels > Support Portal.
  2. Confirm Allow Self Registration is enabled and Registration Type is set to Set of Domains.
  3. Check the domain list and add the missing domain. Enter only the domain portion without the @ symbol, for example company.com.
  4. Click Update and ask the requester to retry registration.
The Signature tab is not visible on the Request Details page

Cause: The Show 'Signature' tab in Support Portal setting is disabled, or the digital signature provider has not been configured.

Fix:

  1. Navigate to Admin > Support Channels > Support Portal and confirm Show 'Signature' tab in Support Portal is enabled. Click Update if you enable it.
  2. If the tab still does not appear, confirm that a digital signature provider (DocuSign) has been configured under Admin > Organization > Digital Signature.
  3. Confirm the requester has an active request open, as the Signature tab appears only on the Request Details page.
Asset or CI linking options are not visible on the Request Details page

Cause: The parent Allow Requester to Link Asset or Allow Requester to Link CI setting is disabled, or the request is a Service Request where linking is controlled at the catalog level.

Fix:

  1. Navigate to Admin > Support Channels > Support Portal and confirm Allow Requester to Link Asset or Allow Requester to Link CI is enabled.
  2. If the request is a Service Request, open the relevant Service Catalog item and confirm asset or CI linking is enabled there. Portal-level settings do not override catalog-level settings for Service Requests.
  3. Click Update and ask the requester to reload the request.