Enhanced Customer Portal
The enhanced customer portal, introduced in iTop 2.3.0, is used by customers to easily create and track user request and incident tickets. The portal provides simplified interface to manage such tickets.
The portal supports two user profiles:
Portal users are allowed to see only the tickets they have submitted
Portal power users are allowed to see all the tickets of their organization (and the sub-organizations)
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.
Creating a new request
To create a new request, either click on the “New Request” menu on the left of the page, or click on the big new request tile in the home page.
You will then be prompted to select a service and a service category from the list:
Then click on the new request icon at the right of the line corresponding to the desired item in the list:
A form is then displayed as a modal dialog. Fill the form and click “Submit” to submit your request. You can attach documents to the request by either dragging and dropping them in the form, or by using the “Browse…” button in the “Attachments” section of the form.
When you submit your request, the display goes back to the list of open requests, with your new request at the top of the list.
Updating an existing request
When a request is not closed, it can still be updated. Using the portal, you can:
Add a new entry to the journal of the request, to further explain your need or to answer a question from the support team.
Attach new documents to the ticket
Re-open a “resolved” request (if you are not satisfied with the resolution).
To update an existing request, first locate this request by clicking on the “Ongoing requests” menu.
Once you have located the request to edit, click on its reference (“R-000xxx”) to open its details:
The form displayed let you edit the journal and add/remove attachments. When done, use the “Submit” button at the bottom (or the “Check Mark” button on the right) to submit your update.
Changing your profile
Customers can edit their profile information from the portal, via the menu named “My Profile”.