IBERTEK Self Service Portal v6.0 Product Overview IBERTEK's Self Service Portal offers full access for end-users to create their own Incidents in BMC Service Desk Express (SDE), search the knowledge base, and much more. Unlike SDE's standard Self Service Desk or the optional Client Services module, this product provides full end-user functionality, with virtually no limitations whatsoever regarding bandwidth or browser versions. Because you cannot control what browsers your end users are using, nor can you control their bandwidth, many customers consider IBERTEK's Self Service Portal as the only viable choice for external customers. This popular product provides a rich set of features, such as the ability to add attachments; the ability to view tickets and reports on a Client, Department or Company level; updating customer contact details and passwords; pre-packaged web-based reports; knowledge search capability and much more. Product Feature Summary - Browser independent
- Optimized for low bandwidth
- Strong Passwords
- Password Aging
- Business Rules Integration
- Due Date calculated based upon Urgency and Working Schedule
- Client record & password management
- Client access audit trail
- Segregated subject trees based at company level
- Multi-Lingual
- Real-time label and hover message editing
- White Board Ticker
- Users can view, search, sort, filter, create and close incidents & Work Orders
- View actions and action notes
- Add user actions
- Add file attachments
- View attachments
- Knowledge Search of Incident resolutions and external documents
- Pre-built ASP reports for Client, Department & Company
- Totally independent of the Magic Web Application
Specific functionality and screen shots
Customers can introduce new incidents, see a list of all existing tickets (open, closed or both) and search for specific tickets. An example screen shot of the "Show all incidents" window is shown below: A user can be granted access to view, log and close the Incidents and Work Orders on a Department and Company level. 
From the main screen, the user can access the details of an Incident or Work Order by clicking on the row. Hovering over the row will display a message detailing the Incident Description. 
From this window, users can see the full Incident details including system and user actions; they can also add/view attachments to the Incident, add user actions, close the Incident and print the Incident. The White Board ticker scrolls inside the Navigator Bar within the "Alerts" area. This displays the White Boards that you have marked for publishing to Self Service. Custom Versions Like all of IBERTEK's products, Custom Versions can be developed to meet specific requirements. For example: - Any of the read-only fields can be made editable.
- Fields or Modules can be removed or added, including custom fields/modules.
- Specific web reports can be supplied.
- Other additional features can be incorporated into the product.
For more information on this or any of our other custom solutions, please contact us. |
