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SCSM 2016 server and manage the Incident(edit, answer, change status) on the web Portal RRS feed

  • Question

  • Hi,

    We have SCSM 2016 server and it works fine. Is it any way to go to web portal (Service self Manager or SMPoartal) to manage the Incidents(edit, answer, change status) on the web portal? I mean we have many Support User Team member and they have to go to web portal and answer the Tickets. As Administrator I can go to Service Manager Console and do that.

    Best regards

    Keywan


    • Edited by mpng2008 Tuesday, October 25, 2016 6:07 PM
    Tuesday, October 25, 2016 6:03 PM

Answers

  • Hi Keywan,

    "You mean it no WAY to manage the Incidents with on board equipment of SCSM to do that?" That is correct. The html SCSM portal is only end user portal and is not suited for analysts, where managing Work Items (or CIs) is needed. 

    Some of the 3rd party vendors have released their end user portal versions for free, but the analyst portal (where you can manage Work Items) are all related to additional costs (not free). 

    Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    • Marked as answer by mpng2008 Thursday, October 27, 2016 6:12 AM
    Wednesday, October 26, 2016 9:18 AM

All replies

  • Hi Keywan,

    Unfortunately the Service Manager portal is only targeted End Users. Your Analysts will Not be able to manage Incidents or any other Work Items on the out-of-the-box-portal.

    There are some third party vendors that offers this kind of functionality though in their custom Self-service Portals though. Take a look at Cireson or ITNetX for instance.

    Regards
    //Anders


    Anders Asp | Lumagate | www.lumagate.com | Sweden | My blog: www.scsm.se

    Wednesday, October 26, 2016 5:32 AM
  • Hi Anders,

    You mean it no WAY to manage the Incidents with on board equipment of SCSM to do that? Do you know any free software for that?

    BR,

    Keywan

    Wednesday, October 26, 2016 7:25 AM
  • Hi Keywan,

    "You mean it no WAY to manage the Incidents with on board equipment of SCSM to do that?" That is correct. The html SCSM portal is only end user portal and is not suited for analysts, where managing Work Items (or CIs) is needed. 

    Some of the 3rd party vendors have released their end user portal versions for free, but the analyst portal (where you can manage Work Items) are all related to additional costs (not free). 

    Regards,


    Stoyan (Please take a moment to "Vote as Helpful" and/or "Mark as Answer" where applicable. This helps the community, keeps the forums tidy, and recognizes useful contributions. Thanks!)

    • Marked as answer by mpng2008 Thursday, October 27, 2016 6:12 AM
    Wednesday, October 26, 2016 9:18 AM