New ways to use the self-service portal

Your portal-users are now required to login to the self-service portal to submit new incidents or service requests (the items available for order from the IT service catalog) and check the status of their requests or search the knowledge base for potential solutions.

Already on the service desk?

If your end-users have already communicated with the service desk in the past, they already have a user in the system and need to retrieve the password to login to the portal. Click on the "Get a password" link on the account login page (https://demo.samanage.com/password/new).

New to the service desk?

If your end-users are new to the service desk they have to create an account in the system and activate it to allow access to the portal. To create an account with the service desk, click on the "Sign up to submit and track your service requests" link (https://demo.samanage.com/portal_signup/new).

Create new incident via email

As always, your end-users can communicate with the service desk via email. Any new email received will create a new incident in your service desk and create a new user id to access the self-service portal (which can follow step #1 to check on the status of their requests). 

Pre-create your end-users

You can pre-create users in the system and grant them the “portal role”.  This will send an activation email to the new user with instructions to activate an account and select a password. Or, you have an option to allow users to create new accounts themselves through your portal login page. For customers using our Google Apps integration, portal entry points can be published directly from the Google Apps console, and be made available to your end-users with just a click of a button.

Publish the Self-Service Portal to Your Users

You can roll out the self-service portal to your users by publishing your unique portal login page, available at http://accountname.samanage.com. You can make it even easier for your users by adding a DNS record, to forward visitors from your domain (for example http://support.acme.com forwards to -> http://accountname.samanage.com) to your unique portal login page.