Self-Service Views

Self-Service views are a type of Web view to be used by either internal or external HelpDesk users to enter issues and be able to view (and possibly edit) the issues they have submitted. You can choose to allow them to edit certain fields in issues that they have submitted (for example, the Description field); or allow them to edit fields that were left empty when they submitted the issue; or simply view their submitted issues in a read-only format.

Using Self-Service Views

To use Self-Service views:

Log on to the HelpDesk Web views and select the HelpDesk / Employee view.

You will be able to create new issues and view any issues that you have submitted.

By default, you will be able to edit the Description and Attachments fields of the issues that you have submitted. You will be able to edit the Computer Name field of the issues that you have submitted if there is no value already entered.

Creating and Updating a Self-Service View

To create or update a Self-Service view:

Use the Web View Editor to create or update Self-Service views. Please refer to the Generating Web Views section for further details on this procedure.

To ensure the logged in user will only see the issues they submitted:

Only export the My Reported Issues query to the Self-Service view.

To specify which fields the user should be able to edit after the issue has been saved:

Click Program beside the View Type box to open the Editable Fields dialog.

The fields that are exported to the Web view will be available in the The user will always be able to edit list.

Select the fields that the user should be able to edit after their issue is saved (up to a maximum of 2 fields).

Click OK and generate your Web view.

To specify which fields the user should be able to edit if the field is empty:

Click Program beside the View Type box to open the Editable Fields dialog.

The fields that are exported to the Web view will be available in the The user will be able to edit only if empty list.

Select the fields that the user should be able to edit after their issue is saved, if the field is still empty (up to a maximum of 10 fields).

Click OK and generate your Web view.

 

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