--- title: "Self-Service Portal General Settings" slug: "self-service-portal-general-settings" description: "This page enables you to configure the general settings of the Self-Service Portal." tags: ["SysAid Spaces"] updated: 2026-07-22T14:48:39Z published: 2026-07-22T14:48:39Z canonical: "documentation.sysaid.com/self-service-portal-general-settings" --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # Self-Service Portal General Settings The Self-Service Portal is where end users submit and track their own incidents and requests, browse the FAQ, and manage their account, without needing to contact an administrator directly. This page covers the portal's general behavior: who can access it and how, what end users are allowed to do once they're in, and which of its features are turned on. For the portal's visual customization, such as its theme, banner, and widgets, see [Self-Service Portal Settings](https://documentation.sysaid.com/docs/self-service-portal-settings). Go to **Settings** > **Self-Service Portal** > **General Settings** to configure your Self-Service Portal. Be sure to click **Save** when you are done editing this page. ## Settings overview Below is a list of all the general settings available for the Self-Service Portal. Click a setting's name to learn more. ### Access and login Control who can reach the Self-Service Portal and how they get in. ****Enable the Self-Service Portal**** This option enables end user access to the Self-Service Portal. ****Enable access without login (Guest mode)**** This option is only available if at least one of the portals is selected. This allows users to log in to the portal as guests without entering a username and password. Guest users can create a service record or start a chat using their name and email address. ****Display "Remember me" in the login page with default value**** If this option is enabled, the **Remember Me** option is displayed on the SysAid login page. The Checked/Unchecked value determines whether the option is preselected. Selecting **Remember Me** during login causes the user to be automatically logged in every time they access SysAid from that browser on that computer. If the user clears the cookies for that browser, they must log in manually again. ****Display domain drop-down in the login page when multiple LDAP integrations are defined**** If you have integrated SysAid with more than one LDAP, you can choose whether to show the domain drop-down list on the login page. If you do not display it, LDAP users must log in using their full login names (domain\user). > [!NOTE] > **Please note:** > > If you haven't integrated SysAid with LDAP, or have integrated with only one LDAP, the domain drop-down list never appears on the login page. ****Allow end users to register themselves**** Adds a link to the SysAid login page, allowing anybody who reaches that page to register themselves as an end user. SysAid uses their email addresses as their user names. ****Detect end users by user name only when accessing from the hotkey**** If you are using an LDAP other than Active Directory, an end user accessing the Self-Service Portal from the SysAid hotkey and submitting a service record may have the wrong request user attached to it. Enable **When accessing the User-Portal from the hotkey, allow the end users to be detected based on user name only** if you're encountering this issue. ### End user experience Shape what end users see and can do once they're inside the portal. ****Make the End User Chatbot the default view of the Self-Service Portal**** This makes the chatbot the default experience for end users when they enter the Self-Service Portal. They can still switch to the regular portal view, but the chatbot is the first screen they see and interact with. > [!NOTE] > **Please note:** > > To have the End User Chatbot as your default view, make sure to first enable it: > > 1. Go to **Settings** > **SysAid Copilot** > **General Settings** > **Copilot for End Users**. > 2. Select the **Enable End User Chatbot** checkbox. > 3. Click **Save**. > **Tip!** > > To configure settings for your End User Chatbot, see [Copilot General Settings Overview](https://documentation.sysaid.com/docs/copilot-general-settings-overview). ****Enable end users to change settings**** This allows end users to change settings such as name, phone number, password, and language. If disabled, only administrators can change settings for end users. ****Enable Calendar**** This allows end users to access the calendar feature in the Self-Service Portal. ****User's asset determined by**** This determines which username is used to log in to the Self-Service Portal when using the SysAid hotkey or desktop shortcut icon. The choices are: - **Domain and user**: The user name with which users are logged into their computers, including the domain name. Example: ilient-hq\david. - **Asset owner**: Logs users in as the owner of the asset they are using. The [Owner](/v1/docs/asset-form#Owner) is specified per asset on the Asset form. This option may not be ideal if you have shared computers in your organization, since you won't know who submitted the service record from those computers. - **Login**: Forces end users to log in, and uses whatever user name they log in with to access the Self-Service Portal. ****Enable chat from the Self-Service Portal**** If disabled, the chat icon is removed from the Self-Service Portal. The checkbox for this setting is labeled **Enable chat from the User Portal**. ### Incident and request behavior Define what end users can do to their own incidents and requests, and how those actions affect the record. > [!NOTE] > **Please note:** > > Wherever a setting in this section lets you choose a status, the available options reflect your account's configured status list. To edit these lists, see [Customizing Lists and Field Values in Spaces](https://documentation.sysaid.com/docs/customizing-lists-and-field-values-in-spaces). ****Allow end users to reopen an incident or request**** If enabled, end users can reopen incidents and/or requests they've submitted from the Self-Service Portal, or via a link included in the email they receive when a service record is closed. Choose the status the reopened record receives, for example **Reopened by End User**. ****Allow end users to close an incident**** If enabled, end users can close incidents they've submitted. Choose the status the closed incident receives, for example **Closed**. ****Allow end users to close a request**** If enabled, end users can close requests they've submitted. Choose the status the closed request receives, for example **Request Completed**. ****When a service record is submitted from an asset**** If enabled, and no user account already exists for the owner of the asset a service record was submitted from, SysAid automatically creates one. > [!NOTE] > **Please note:** > > This is useful if you have not imported your users from LDAP. ****When end users add a note or attachment to an incident**** Choose the status the incident changes to when an end user adds a note or attachment, for example **User Responded**. This helps your administrators know that an end user has made changes to the service record. ****When end users add a note or attachment to a request**** Choose the status the request changes to when an end user adds a note or attachment, for example **New**. This helps your administrators know that an end user has made changes to the service record. ****Allow selecting a different request user in SR submission, and a different assigned to in action items**** If enabled, end users can change the request user or the Assigned To admin when submitting a service record. ### Knowledge Base (FAQ) Control end user access to the customer-facing side of your Knowledge Base. ****Enable FAQ**** FAQ is SysAid's name for the customer-facing side of your Knowledge Base: the set of Knowledge Base articles marked as visible to end users. Enabling this option displays those articles in the Self-Service Portal. Click **Edit end users' FAQ** to edit the FAQ items directly, or edit them from **Service Desk** > **Knowledge Base** > **Articles**. ****Enable FAQ without login**** This option is only available if **Enable FAQ** and **Enable access without login (Guest mode)** are both selected. This allows users to access the Knowledge Base as guests, without entering a user name and password. Guest users can create Knowledge Base articles with their name and email address. ## Next steps Once your general settings are configured, you can continue setting up the Self-Service Portal: - To customize the portal's look and feel, such as its theme, banner, and widgets, see [Configuring Portal Layout (Portal Settings)](https://documentation.sysaid.com/docs/self-service-portal-settings). - To configure the End User Chatbot experience, see [Copilot General Settings Overview](https://documentation.sysaid.com/docs/copilot-general-settings-overview). ## Related - [SysAid Copilot General Settings Overview](/copilot-general-settings-overview.md)