Configuration options for Control Desk Service Portal
Administrators can configure the Service Portal to serve their enterprise needs. In some cases, configuration must be performed in the IBM Control Desk user interface.
- Service Portal and IBM Control Desk relationships
The Control Desk Service Portal provides new features and ease of use while leveraging the standard IBM Control Desk infrastructure. To maximize the efficiencies provided by the portal, review the relationships between the standard product and the portal. - Configuration checklist
After you install Service Portal, configure the applications in IBM Control Desk to support Service Portal. - Configuring security groups for user access
To ensure that users can access the appropriate Control Desk Service Portal functions, administrators must configure security groups that grant users access to the applications that are required for their role. - Configuring search options in Control Desk Service Portal
Service Portal, like the standard IBM Control Desk product, uses two kinds of search engines: database search and Lucene search. In some cases, configuration is required. - Adding a link to the portal from the IBM Control Desk user interface
As a convenience for users, administrators can add a link to the Control Desk Service Portal from the Start Center in the IBM Control Desk user interface. - Adding a link to Control Desk Service Portal from web applications
Control Desk Service Portal provides a tool that helps administrators create a button to link users from a web application to the Service Portal. Users can click the button to report issues. - Configuring communication templates for email notifications
When users are added to Control Desk Service Portal, an email is automatically sent to them to notify them that they have access to the Service Portal and provide them with a password for logging in. Administrators can customize the email notification that IBM Control Desk generates. - Configuring calendar preferences for Control Desk Service Portal users
The default calendar for IBM Control Desk is the Gregorian calendar. Control Desk Service Portal also supports the Islamic calendar (sometimes referred to as the Hijri calendar). - Configuring log files for Control Desk Service Portal
Administrators can configure levels for Control Desk Service Portal logging in the Service Portal user interface. - Configuring attached documents for Control Desk Service Portal
IBM Control Desk includes the ability to add attachments to tickets that users create in the Self Service Center in Control Desk Service Portal. To implement this feature, administrators must configure document libraries in IBM Control Desk. - Configuring ticket templates for Control Desk Service Portal
Administrators can configure ticket templates that provide Service Portal users with predefined fields where they can specify additional relevant information when they report issues in Self Service Center. - Customizing the Control Desk Service Portal user interface
Administrators can customize the Control Desk Service Portal user interface. You can change page design, add custom fields, and add images, colors, and text that reflect a corporate brand. - Disabling the virtual assistant
Administrators can choose to disable the virtual assistant that is provided for users who report issues in Control Desk Service Portal.
Parent topic: Control Desk Service Portal