IM Self Service Portal
The Web Interface for IM
August 8, 2006
The Incident Manager component of CIE includes a web portal for a firm's support clients. This Self Service Portal presents views of all the Open and Closed tickets that the User submitted. In addition, views are available which include ticket that the User is a CC and for which the User is part of Service Agreement community.
Figure 1: Requestor Ticket Group
The screen shot above shows the basic Self Service Portal for a user (TestBob). In this view TestBob sees all the Open tickets – tickets in one of the active states – that he has submitted, i.e. He is the Requestor.
Ticket Grouping Levels
Three ticket grouping views are provided:
The Requestor Group identifies all the Ticket in which the user is a Requestor
Figure 2: Functionality available to a Requestor
A user can see all the Tickets they have submitted that are still active or all that have been resolved. This web interface defaults into the active view. The list of all Tickets Resolved is access by click on Closed-Requestor.
New issues are submitted by clicking on New Ticket.
The Participant Grouping let the User view Tickets where they are Ccs in addition to the Tickets where they are a Requester.
Figure 3: Participant Ticket Group
The screen shot above shows Ticket 789 where TestBob is a CC in addition to the two Tickets – 788 and 790 – where he is the Requester.
Service Agreement Group
Figure 4: Service Agreement Ticket Group
Figure 5: Manager's view of Service Agreement Group
Figure 6: Tickets in Service Agreement Group