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    So this shows, I am a beginner at SCSM, but I am looking for what client a help desk person uses to work on tickets.  I only see the SCSM Console which seems like a big stick, and the Self service portal.

    The SCSM Console would work, but I do not see a "stand alone" install. Only the one that is bundled with the Server side install that installs the console on the server.

    What am I missing?

    Slim Fifiy

    Tuesday, June 23, 2020 2:08 PM

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    Hi,

    As you mentioned, we could use the Self service portal to work on tickets.

    A user role profile is a named collection of access rights, and it usually corresponds to an employee's business responsibilities. Each user role profile controls access to such artifacts as knowledge articles, work items (incidents, change requests), authoring, administration, and other credentials. Think of user role profiles as defining what we are allowed to do.

    Report User  
    End User 
    Read-Only Operator  
    Activity Implementer
    Change Initiator
    Incident Resolver  
    Problem Analyst  
    Change Manager  
    Advanced Operator  
    Author 
    Workflow 
    Administrator

    Manage Service Manager user roles

    https://docs.microsoft.com/en-us/system-center/scsm/user-roles?view=sc-sm-2019

    User role profiles in Service Manager

    https://docs.microsoft.com/en-us/system-center/scsm/user-role-profiles?view=sc-sm-2019

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    Wednesday, June 24, 2020 2:16 AM
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    So the out of box Self service portal is for end users, and not for analysts to work on tickets, to be able to do this I would suggest using the FREE Cireson Analyts Portal - https://cireson.com/products/free-community-apps/self-service-portal-community-free/ as you are able to fully work on Incidents as an analyst and also give end users a much better self service portal experience.

    • Marked as answer by Slim Fifty Tuesday, June 30, 2020 10:55 AM
    Wednesday, June 24, 2020 8:00 AM
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    Hi,

    we highly suggest our Customer to use a third Party Product, mainly Cireson Analyst Portal, which is also offering a free community Version.

    Give it a try.

    Michael Seidl (MVP)

    SYSCTR Senior Consultant, Blogger, CEO

    Blog | Twitter | Facebook | LinkedIn | Xing | Youtube

    Note: Posts are provided "AS IS" without warranty of any kind, either expressed or implied, including but not limited to the implied warranties of merchantability and/or fitness for a particular purpose.

    • Marked as answer by Slim Fifty Tuesday, June 30, 2020 10:55 AM
    Thursday, June 25, 2020 10:01 AM
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    And to be fair: There is another good SCSM Self-Service and Analyst Portal on the market:

    IT Service Management Portal Suite from Operaio (formerly itnetX)

    Andreas Baumgarten

    Friday, June 26, 2020 5:09 PM
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    Thank you all. I will look at those options. I was mostly wondering if Microsoft had something other than the cell service portal. That does not seem like a very good tool for anything other than submitting a ticket. The console is very full featured but seems like a very big stick for just a incident analyst.

    Thanks again I will mark this as answered.

    Slim Fifiy

    Tuesday, June 30, 2020 10:55 AM