Control Desk Service Portal
Control Desk Service Portal is a streamlined console for service management.
Control Desk Service Portal is available as an optional user interface for IBM Control Desk. Using Service Portal you can manage service tickets while leveraging the standard IBM Control Desk infrastructure.
The features that are available to you in the Service Portal are
based on your user role.
- Service desk agents can work with tickets. In the dashboard, agents can track work that is assigned to them, change the status of tickets, and record how they resolve issues.
- Administrators can add users and edit user information.
- When developing web applications, administrators can embed a button that links to the Service Portal, such as a Report Issue button, so that application users can report issues.
- Self service users view a Self Service Center page where they can view news bulletins, search for solutions to issues, report issues, request services, view tickets that they entered, or chat with service desk agents to resolve issues.
Service desk agents can access Service Portal using a mobile phone. This feature is useful if a service desk agent or administrator needs information about a ticket while away from their desktop computer or tablet device.