Configuration checklist
After you install Service Portal, configure the applications in IBM Control Desk to support Service Portal.
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Required | Configuration task | Related information |
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Required | Configure security groups. 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 security groups for user access |
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Required | Configure communication templates to notify users by email that they have access to Service Portal and to provide their passwords. | Configuring communication templates for email notifications |
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Optional | Add a link to Service Portal from the IBM Control Desk Start Center. | Adding a link to the portal from the IBM Control Desk user interface |
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Optional | Configure search options. Service Portal uses search capabilities to help users find tickets, solutions, and news bulletins. You can modify the default search settings to optimize search capabilities for Service Portal. For example, you can specify partial word searches for the database search capability. |
Configuring search options in Control Desk Service Portal |
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Optional | Configure calendar preferences. The default calendar is Gregorian, but you can also configure Service Portal to use the Islamic calendar. |
Configuring calendar preferences for Control Desk Service Portal users |
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Optional | Configure log files. | Configuring log files for Control Desk Service Portal |
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Optional | Configure attachments. Self Service Center users and ticket agents can add attachments to tickets. To use the attachment feature, some administrative configurations are required. |
Configuring attached documents for Control Desk Service Portal |
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Optional | Configure ticket templates 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. |
Configuring ticket templates for Control Desk Service Portal |
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Optional | Configure news bulletins. The Self Service Center can display the latest news for users. To implement this feature, administrative configurations are required. |
See Managing bulletin boards in Performing administrative tasks. |
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Optional | Configure solutions. Self Service Center users can look for existing solutions to issue that they encounter. To implement this feature, administrative configurations are required. |
Solutions. |
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Optional | Customize the user interface Administrators can customize the user interface to reflect corporate branding, add custom fields, and customize page layouts. |
Customizing the Control Desk Service Portal user interface |