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- | ====== Portal Manual ====== | ||
- | TeemIp portal is used by end users to easily create and track IP related user requests. It provides an easy to use web interface that simplifies the management of tickets. | ||
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- | Since revision 2.3, TeemIp is relying on the **enhanced** customer portal provided by iTop. You may refer to this [[https:// | ||
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- | The portal is installed together with the Helpdesk / User request module. It is, therefore, available only if the module has been selected at installation time. Should that not be the case, you can always re-run the installation and select the Helpdesk module in the Request management options. Please, refer to the [[2_x: | ||
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- | When installed, the customer portal handles 2 types of users: | ||
- | * the standard portal users who only see their own tickets ie the ones they have submitted, | ||
- | * the power portal users who see all the tickets attached to their organization. | ||
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- | The user interface of the portal is designed to automatically adjust its presentation depending on the size of the screen. Therefore the content and disposition of the various elements may vary depending on the device used to connect to the portal. However all the features of the portal are available on all screen sizes. | ||
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- | A portal user logs to the portal through the standard TeemIp URL and uses its standard TeemIp' | ||
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- | {{ portal-user-1.png }} | ||
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- | ===== Create a new ticket ===== | ||
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- | To create a new request, click on **" | ||
- | * IP Address V4 Creation Request | ||
- | * IP Address V6 Creation Request | ||
- | * IP Address Update Request | ||
- | * IP Address Release Request | ||
- | * Subnet V4 Creation Request | ||
- | * Subnet V6 Creation Request | ||
- | * IPv6 Address create | ||
- | * Subnet Update Request | ||
- | * Subnet Release Request | ||
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- | {{ portal-user-2.png }} | ||
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- | Selecting a request will display the related form: | ||
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- | {{ portal-user-3.png }} | ||
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- | Once all information is filled, pressing the " | ||
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- | Note that, if needed, an attachment can be loaded together with the ticket. | ||
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- | ===== Ongoing requests ==== | ||
- | End users can track the progress of their requests through the **" | ||
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- | {{ portal-user-41.png }} | ||
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- | Details of a given request can be seen by clicking on the full name of that request and communication with the helpdesk agent can be done through the Public log shown at the bottom of the request. | ||
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- | {{ portal-user-42.png }} | ||
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- | Note that, here as well, end-users can load attachments with requests. | ||
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- | ===== Close or Reopen a ticket ===== | ||
- | Once a ticket is resolved, it is displayed in the " | ||
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- | {{ portal-user-5.png }} | ||
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- | If the end user reopens the ticket, he's prompted to enter a comment in the public log. If he decides to close it, he's then prompted to enter a final comment. | ||
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- | {{ portal-user-7.png }} | ||
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- | Once the ticket is closed, it cannot be reopen. It is then displayed under the " | ||
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- | ===== Closed requests ==== | ||
- | Closed requests are reachable together under the **" | ||
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- | {{ portal-user-closed.png }} | ||
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- | ===== Changing your profile ===== | ||
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- | Customers can edit their profile information from the portal, via the menu named "My Profile" | ||
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- | {{ portal-user-9.png }} | ||
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- | <note tip>The actual list of fields that the end-user is allowed to edit depends on the configuration of the portal. By default TeemIp lets end-users edit their phone number, location, function, picture as well as their preferred language.</ | ||
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- | <note important> | ||
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- | {{ portal-user-10.png }} | ||
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- | <note tip>Only the JPEG, PNG and GIF types of images are supported for the " | ||
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- | ===== Disconnecting from the portal ===== | ||
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- | To disconnect from the portal, use the “Logoff” menu: | ||
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- | {{ portal-user-11.png }} |