Configuring Advanced Portal Settings

The Self-Service Portal Settings is a collection of settings that allows you to customize the application or the instance.

In single-instance setups, the Advanced Portal Settings page contains both instance-specific and application-wide settings.

In multi-instance setups, only the instance-specific settings are retained in the Advanced Portal Settings page in the respective instances and application-wide settings are moved to ESM Directory. To learn more, click here.

To access the Self-Service Portal Settings page, go to Admin >> General Settings >> Advanced Portal Settings.

The configurations are grouped into multiple tabs as discussed below.

General Tab

Requesters & Technicians Tab

Approval Tab

Customization Tab

General Tab

The following options are available under the General tab

Currency: Use the drop-down to select your preferred currency. This will be used for all cost-related calculations across the instance.

Currency Symbol: Provide a symbol for your preferred currency.

Set default application language^#: Use the drop-down to set your preferred language. You can also choose Browser default to set language based on the user's browser default language. You can also choose to override user's personalization of the language by selecting Override users personalize data.

Select first day of the week: Use the drop-down to set the first day of the week. This will affect all calendar views across the instance.

Default Time Zone: Set a default time zone for the application. You can choose to override user’s personalization of the time zone by selecting Override users personalize data. You can also override user's site based time zone by selecting Override users site data.

Default Date Format: Set a default date format for the application. You can also choose to override user’s personalization of the date format by selecting Override users personalize data.

Default Time Format: Set a default time format for the application. You can also choose to override user’s personalization of the date format by selecting Override users personalize data.

Display site information in Request Details	Yes (default) - Enables View Site details option in the request details page to view site information such as name, address, and contact details.	No - Disables the View Site details option in the request details page.
Show both incident and service templates together	Yes (default) - Combines incident and service templates based on categories.	No - Incident and service templates will be shown separately.
Allow dynamic addition of users not in the application^#	Yes (default) - Users will be dynamically imported to the application from Active Directory and provided with login access based on Active Directory credentials.	No - Prevents dynamic import of users from Active Directory.
Allow login access for users created by email requests^#	Yes (default) - Login access will be provided for users who raise an email request for the first time.	No - Login access will not be provided for users who raise an email request for the first time.
Override user information based on email ID^#	Yes (default) - Sets email address as a criterion to overwrite existing user information during imports.	No - Email address will not be a criterion for overwriting user information during imports.
Allow user login based on local authentication^#	Yes (default) - Enables local authentication.	No - Disables local authentication.
Process messages from new email ID^#	Yes (default) - Messages from new email addresses will be processed.	No - Messages from new email addresses will not be processed.
Enable remote control for all workstations	Yes (default) - Enables Remote Control Access for all workstations.	No - Disables Remote Control Access for all workstations.
Allow automatic generation of API Key^#	Yes - Enables automatic API key generation.	No (default) - Disables automatic API key generation.
Allow non-login users to view solutions	Yes - Solution will be accessible for users without login access.	No (default) - Solution will not be accessible for users without login access.
Configure alias URL accessible to the internet^#	Enter an alias URL to access the application when hosted on the Internet.
Show groups in Request List filters	Yes - Request list view filter will provide an option to filter by groups	No (default) - Request list view filter will not provide an option to filter by groups
Service Catalog cost information visible	Use the appropriate check box to show service cost information to requester and/or approvers.
Mandate comment for status change	Yes - Makes comments mandatory when changing request status.	No (default) - Makes comments optional when changing request status.
Include non-operational hours in time spent under work log	Yes - Non-operational hours are also counted for work log time calculations.	No (default) - Non-operational hours are excluded from work log time calculations.
Remove system notifications for closed (active / archived) requests completed in the last 6 months.	Use the check box and drop-down to configure removal of system notifications based on fixed time periods.
Request print preview customization	Configure sections to be shown in request print preview. To customize, click Customize, select or deselect sections, and click Save.
Time frame for deleting the Trashed Requests (in days)^#	Use drop-down to select time frame in days (between 1 and 10) to deleted trashed requests.

Attachment Settings^#

Maximum attachment size (MB): Enter the preferred maximum size for attachments across the instance.

Configure default location to save attachments: Enter the default location to save attachments in the system.

^#- These are application-wide configurations and in multi-instance setups, these settings will be moved to ESM Directory >> General Settings >> Application Settings.

Requesters & Technicians Tab

The following options are available under the Requesters & Technicians Tab

Requester Settings

Requesters can associate requests with projects	Choose an appropriate option: Yes/No (default).
Requesters can reopen their requests	Choose an appropriate option: Yes (default)/No. Automated replies like bounces, out-of-office emails will not affect the status of the request with this configuration.
Requesters can close their resolved requests	Choose an appropriate option: Yes/No (default).
Open onhold requests upon requester's reply	Yes - Status of Onhold requests changes to Open upon a reply from the requester. Automated replies like bounces, out-of-office emails will not affect the status of the request with this configuration.	No (default) - Status of Onhold requests does not change upon a reply from the requester.
When requester replies to closed requests	Choose one of the following: Always reopen request Reopen request <number> day of closing Later than 1 day, create as new request. Append the reply to request as conversation and notify technician. Always create as new request. Note: Use the drop-down to replace <number> with any number between 1 and 10.
Disable default request template	Choose an appropriate option: Yes/No (default).
Requesters can access their profiles^#	Choose appropriate check box/es to provide preferred permissions to requesters. Edit Profile View basic details View additional details
Requesters can edit	Use the appropriate check boxes to allow requesters to edit incident requests and/or service requests.
Allow requester to cancel request directly	Choose an appropriate option: Yes/No (default).
Show suggestions while creating incident requests	Choose an appropriate option: Yes (default)/No.
Show only associated assets in the Self-Service Portal	Use the appropriate check boxes to show requesters only the associated assets. By default, this is not enabled and hence all assets are shown to requesters.
Set requesters asset automatically for requests created by email	Yes (default) - Sets assets to requests when requesters raise requests via email based on associated assets.	No - Asset details will not be set based on requester associated asset for email requests.
Hide Solutions	Yes - Solutions will not be shown requesters.	No (default) - Solutions will be shown to requesters.
Allow access to Mobile Application	Choose an appropriate option: Yes/No (default).
Allow only logged-in users to close requests	Choose an appropriate option: Yes (default)/No.
When a request is moved to another instance	Choose one of the following: Change Status to <status drop-down> Request Closure Code <closure code drop-down> Delete request in the instance

Technician Settings

Show technicians in requester list while creating a new request	Choose an appropriate option: Yes (default)/No.
Show Quick Create	Yes - Enables Quick Create option for technicians.	No - Disables Quick Create option for technicians.
Assign backup technician/auto-assign technician for requests based on	Choose an appropriate option: Due by date Created date
Allow technicians to create reply template	Choose an appropriate option: Yes (default)/No.

^#- These are application-wide configurations and in multi-instance setups, these settings will be moved to ESM Directory >> General Settings >> Application Settings.

Approval Tab

The following options are available under the Approval tab.

Show Request Approval tab to requester	Choose an appropriate option: Yes (default)/No.
Select approval permissions	Choose one of the following: Anyone can approve Only system users can approve Only-Service Request approvers can approve
Allow approval actions from logged-in users only.	Choose an appropriate option: Yes (default)/No.
Auto-approve requests if already approved by the same approver in the previous stages.	Choose an appropriate option: Yes (default)/No.
Auto-approve requests when the requester is the approver.	Choose an appropriate option: Yes (default)/No.
Allow self-approval of requests (Applies to Requester, On-behalf-of User and Logged-in-tech)	Choose an appropriate option: Yes (default)/No.
Allow Solution approver to self-approve solutions	Choose an appropriate option: Yes (default)/No.
While a request is waiting for approval, stop the timer and set request status to	Customize status for requests waiting for approval: Enable using the check box and set preferred status using the drop-down.
Approval Reminder Notification	Enable this to notify the approver if the approval action is not taken after a certain number of days. The time to send the Approval Reminder Notification can be configured as well. Stop sending reminder notifications: Enable this to stop the notifications that are sent to the approver repeatedly. The number of notifications sent to the approver can be limited by selecting the notification count. Customizing Approval reminder notification content: The content for approval reminder notification can also be customized. Tap on Click here to customize the content of the mail.
Approval Clarification Reminder Notification	Enable this to notify the user if the approval clarification action is not taken after a certain number of days. The time to send the Approval Clarification Reminder Notification can be configured as well. Stop sending reminder notifications: Enable this to stop the notifications that are sent to the user repeatedly. The number of notifications sent to the user can be limited by selecting the notification count. Customizing Approval clarification reminder notification content: The content for approval clarification reminder notification can also be customized. Tap on Click here to customize the content of the mail.
Request approval preview customization	Configure sections to be shown in request approval preview. To customize, click Customize, select or deselect the sections, and click Save.
Allow approvers to perform approval actions by replying to the approval email. (Zia will scan each mail and apply the approver's decision.)	Choose an appropriate option: Yes (default)/No.
Acknowledge approver of the approval action performed.	Use the check box to enable/disable this option. By default, this is enabled.
Customize Notifications:	To customize approval notifications, click Customize against the preferred notification below, make necessary changes, and click Save. Notification sent when an approval action is performed. Notification sent when approval action is attempted on an already approved/rejected item. Notification sent when an approval action is inconclusive.
Test and Train Zia	You can test and train Zia with approval-related keywords. To do this, click Customize against the following: Training data and help Zia make informed decisions. To test data, click Test Zia to Predict Results, click Test, and view the result. To add data, click Add New Data in the Approve/Reject list as preferred and enter the preferred phrase, and click Submit.

Customization Tab

The following options are available under the Customization tab

Self-service Portal Customization

You can customize the self-service portal by changing layout, themes, and add/remove widgets by using an interactive editor.

To access the editor, click Customize Self-Service Portal. To learn more, click here.
To view the existing portal, click Preview.

Customize Header ^#

You can customize the header image or use the default image.

To customize the header image, click Import Image, and upload an image of your choice with the dimensions 155x38 pixels.
To use ServiceDesk Plus logo, choose Use default image.

Customize login page ^#

You can customize your login page by using an HTML editor.

To access the editor, click Customize Now. To learn more, click here.

^#- These are application-wide configurations and in multi-instance setups, these settings will be moved to ESM Directory >> General Settings >> Application Settings.