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Requesters

As a requester, you are empowered to seek support, access services, and stay informed about your organization's resources, ensuring your needs are met efficiently.

Welcome to the Support Portal! As a requester, this portal is your central hub for interacting with your IT department and other service providers. You can report incidents (like something being broken), request new services (like software or hardware), track your existing tickets, and find answers to common questions using the Knowledge Base.

The requester role is designed to be intuitive, providing a single point of contact for all your service needs and giving you visibility into the status of your requests from submission to resolution.

Key Responsibilities & Capabilities​

As a requester, your primary role is to communicate your needs to the service delivery teams. Your key capabilities within the Support Portal include:

  • Request Submission: Creating incident and service requests for yourself or on behalf of others.
  • Self-Service: Using the Knowledge Base to find solutions to common issues independently, reducing the need to log a new ticket.
  • Tracking and Communication: Monitoring the status of your open requests, adding notes, and communicating with the technicians assigned to your tickets.
  • Approval Management: Reviewing and actioning requests that require your approval to proceed.
  • Asset Visibility: Viewing the IT assets and Configuration Items (CIs) that are assigned to you.
  • Team Management: For managers, delegating approvals and marking leave for team members.
  • Staying Informed: Viewing organizational announcements and notifications related to your requests.
  • Chat Support: Engaging in real-time conversations with technicians for immediate assistance and query resolution.
  • Active Directory Self-Service: Managing your Active Directory profile, including password resets and contact information updates.
  • My Projects: Viewing the status and details of projects you are involved in or have requested.

Core Tasks in the Support Portal​

Creating and Managing Requests​

Your primary activity in the portal will be creating and tracking requests.

  • Incident Requests: Report issues or service disruptions.
  • Service Requests: Request new items from the Service Catalog.

Using the Knowledge Base for Self-Service​

Before creating a request, check the Knowledge Base for articles, FAQs, and guides that may help you resolve the issue immediately.

Managing Approvals​

If a request requires your approval, you can easily view and action it from the "My Approvals" section of the portal.

Viewing Your Assets and CIs​

The portal allows you to see a list of all hardware, software, and other assets and CIs assigned to you, ensuring you have a clear record of your resources.

Managing Your Team​

For requesters who are managers, the "My Team" section provides important administrative capabilities. You can delegate approval authority to another team member for a specific period and mark when your team members are on leave. This helps ensure that business processes continue to run smoothly during absences.

Chat Support​

For quick questions or immediate support, utilize the chat feature to connect directly with a technician.

My Projects​

Access your "My Projects" section to view the progress, tasks, and details of projects that are relevant to you.

Getting Started as a Requester​

  1. Access the Portal: Use the URL provided by your administrator to access the Support Portal. You can log in with your company credentials or use other available login methods. If self-sign-up is enabled, you may be able to create your account directly.
  2. Familiarize Yourself with the Home Page: The home page provides a quick overview of your open requests, pending approvals, and links to create new tickets.
  3. Configure Your Profile: Click on your profile icon to set your preferences, such as notification settings, and to update your user profile details.
  4. Explore the Service Catalog: Browse the Service Catalog to see what services are available for you to request.

Best Practices for Requesters​

  • Be Specific in Your Requests: When creating a ticket, provide a clear subject and a detailed description of the issue or need. Include screenshots or attachments if they are helpful. The more information you provide, the faster the technicians can help you.
  • Check the Knowledge Base First: You might find an instant solution in the Knowledge Base, saving you the time of creating and waiting for a request to be resolved.
  • Respond Promptly: If a technician replies to your ticket with a question, respond as quickly as you can. This will help speed up the resolution process.
  • Provide Feedback: After your request is closed, you may be asked to complete a satisfaction survey. Your feedback is valuable for helping the IT team improve its services.

Troubleshooting Common Issues​

  • Login Problems: If you have trouble logging in, use the "Forgot Password" link or contact your administrator for assistance.
  • Cannot Find a Service: If you cannot find a specific service in the Service Catalog, it may not be available to you based on your role or department. Contact the service desk for more information.
  • Request Not Updated: If you feel your request is not being updated in a timely manner, you can add a note to the ticket to politely ask for an update. Check your organization's SLA policies for expected response times.