This page controls the structure of your Self-Service Portal: which elements appear, how each one looks, and the order they're displayed in. To change what's enabled and what end users can or cannot do, see Self-Service Portal General Settings. Be sure to click Save when you are done making changes to this page.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Self-Service Portal Settings.
Theme & Banner
The selected theme and banner determine the look and feel of the Self-Service Portal.
To preview the currently selected theme and banner, click Preview in the bottom-right corner.
Default theme
To select a default theme for all of the users in your SysAid account, select a theme from the drop-down menu. All users in your account see the selected theme when they access the Self-Service Portal unless they belong to a company that has a different theme selected in the company form.
To edit a theme or create a new one, click Manage to open the Theme list.
Banner
Select the check box to display the welcome banner in the Self-Service Portal.
To select a default banner for all of the users in your SysAid account, select a banner from the drop-down menu. Select whether you want the banner to appear at the top or bottom of the Self-Service Portal.
All users in your account see the selected banner when they access the Self-Service Portal unless they belong to a company that has a different banner selected in the company form.
To edit a banner or create a new one, click Manage to open the Banner list.
To preview the currently selected theme and banner, click Preview in the bottom-right corner.
Widgets
This section allows you to select and customize the widgets that appear in your Self-Service Portal.
Rearranging Widgets
To customize the order that the Service Catalog, Scoreboard, and FAQ widgets appear in the Self-Service Portal
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Widgets section, next to the title, click Customize Order.
In the Customize widget order dialog, use the arrows to arrange the widgets in the order you want them displayed in the Self-Service Portal.
Click Save to save your changes and close the dialog, or Cancel to discard them.
Please note:
The News element is not included in this dialog as it appears on the side of the page. Only Service Catalog, Scoreboard, and FAQ can be reordered.
News
Select the check box to display a list of your news items in the Self-Service Portal. Administrators with the correct permissions may create and edit news items.
Click Manage to open a pop-up where you can create, edit, and delete news items.
To create a news item, click the edit icon.
To edit an existing news item, click on its title.
To delete a news item, select its check box and click the delete icon.
Tip!
To learn more about creating and managing news items. see Publishing Announcements in SysAid Spaces .
Viewing news items
News items are visible in a collapsible and expandable sidebar in the Self-Service Portal and in the Announcements list on the Administrator side of SysAid. Because of their high visibility, news items are a great way of sharing news with your entire company.
Scoreboard
Select the check box to display a list of the user's service records in the Self-Service Portal.
To customize the Scoreboard:
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Widgets section, click Customize next to Scoreboard.
In the Design form pop-up, use the Add/remove fields drop-down to switch between:
Scoreboard Tabs: use the Left/Right arrows to determine which tabs are displayed, and the Up/Down arrows to set their order.
An individual tab: use the Left/Right arrows to determine which fields are displayed for each service record on that tab's list, and the Up/Down arrows to set their order.
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Please note:
If you have many fields, the ones on the bottom may not be displayed.
Highlight a field in the Visible Fields area and select if it should be displayed in the list as a Badge or a Column.
Use the Static Filter field to view the filter criteria applied to the tab.
Click Save to save your changes and close the dialog, or Apply to save without closing.
Records displayed in Scoreboard lists
You can decide how many service records are displayed on a Scoreboard list page when a user clicks Show All in the Self-Service Portal. If a user has more than the selected number of service records, they can view the rest by clicking on the page numbers at the bottom of their Scoreboard page.
To set the number of tickets per page in the Scoreboard
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Widgets section, select a number from the Records displayed in Scoreboard lists drop-down list.
Click Save.
FAQ
Select the check box to display a list of articles from the FAQ (Knowledge Base).
To customize the FAQ widget:
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Widgets section, click Customize next to FAQ.
In the Design form dialog, click Query Builder to set criteria for which articles are displayed.
Use the arrows on the sorting hierarchy list to determine how articles are sorted. Available sort criteria are Update date, Create date, and Views.
Click Save to save your changes and close the dialog, or Apply to save without closing.
To arrange the FAQ and Scoreboard widgets, select an option (for example, Side by side) from the Scoreboard & FAQ position drop-down.
Service Catalog
Select the checkbox to display the Service Catalog, a section of designated icons that link to predefined actions or URLs.
Please note:
Unlike the other Manage links on this page, clicking Manage next to Service Catalog does not open a popup. It navigates to the Service Catalog Items content in place of the Portal Settings page, with no direct link back. Use your browser's back button or the tab strip to return to Portal Settings.
To customize the Service Catalog items that are displayed in your Self-Service Portal, click Manage. For more information, see Service Catalog.
Custom IFrame
You can embed a custom iframe from an external URL in the Self-Service Portal.
To enable the custom IFrame widget:
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Widgets section, select the Custom IFrame checkbox.
Enter the website you want to display in the IFrame Source URL field. The URL you enter must use the HTTPS protocol.
(Optional) Set the height you want for the IFrame. Default value: 300. Range: 0-9999.
(Optional) Select the Scrollbar check box if you want to allow scrolling within the IFrame.
Advanced Settings
Service Record view
This allows you to customize the fields that are visible on the service record screen when a user opens it.
To customize the service record view page:
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Advanced Settings section, click Add/remove fields next to Service record view.
Use the Left/Right arrows to determine which fields are displayed on the service record screen.
Use the Up/Down arrows to determine the order in which the visible fields are displayed.
(Optional) Include the Additional Data field to display other fields that were added to the ticket template and filled in by the user.
Click Save.
Search bar
Select the check box to display the search bar at the top of the Self-Service Portal.
When you search a term in the Self-Service Portal, the results are split up by the area that they are located in. For more information on the search functionality, see Search.
You can also customize which sources in the Self-Service Portal the search checks.
To customize the Self-Service Portal search:
Go to Settings > Customization > Self-Service Portal > Portal Settings.
In the Advanced Settings section, click Customize next to Search bar.
In the pop-up, use the arrow buttons to determine what sources the search draws on and the order of those sources in the search results page.
Select the Show Archived Service Records check box to display archived service records in the search results.
From the drop-down list, select the maximum number of items from each source that SysAid should display in the search results.
Click Save.
Enable incident submission
If this is enabled, end users can submit incidents from the Self-Service Portal.
Select the check box to display the Submit Incident button in the Self-Service Portal's action bar. You can limit this permission using:
For groups
For companies
For guests and unregistered agent hotkey users
Enable request submission
If this is enabled, end users are able to submit requests from the Self-Service Portal.
Select the check box to display the Submit Request button in the Self-Service Portal's action bar. You can limit this permission using:
For groups
For companies
For guests and unregistered agent hotkey users
Display SysAid help link
If this is enabled, end users can access SysAid's Documentation for the Self-Service Portal in the profile menu.
Allow user to search categories in other languages
If this is enabled, end users can search for categories in languages other than the account's display language. Use the drop-down to select the languages the end user can search for categories in.