增强 客户门户

增强的客户门户，在 iTop 2.3.0，被客户用来轻松创建和跟踪用户 请求和事件票证。该门户提供简化的 接口来管理此类工单。

该门户支持两种用户配置文件：

• 允许 Portal 用户查看 仅他们提交的工单

• 允许 Portal 高级用户 查看其组织的所有票据（以及 子组织）

主页

门户的用户界面设计为自动 根据屏幕的大小调整其演示文稿。 因此，各种元素的内容和配置可能会 因用于连接到 Portal 的设备而异。然而 门户的所有功能在所有屏幕上都可用 大小。

例如，在典型的笔记本电脑上，具有相对较大的 屏幕上，门户的主页如下所示：

在较小的屏幕上，例如在手机上，主页 页面显示如下：

创建一个新的 请求

要创建新请求，请单击“New Request”菜单 ，或单击 主页。

然后，系统将提示您选择一项服务和一项服务 category 使用以下 3 种可能的模式之一：

马赛克：

Tree:

In this mode you can search for a keyword. On enter, it filter the tree with rows that are matching the keywords.

• If the keyword match a Service name then all its subcategories will be kept.

• It is possible that you don't see why a given row is kept, your itop can be configured to search on fields which are not displayed.

List: In this mode you can search for a keyword. On enter, it filter the list with rows that are matching the keywords.

• It is possible that you don't see why a given row is kept, your itop can be configured to search on fields which are not displayed.

• If the keyword match a Service name then all its subcategories will be kept.

If you have no Services proposed, ask your administrator to check: Troubleshooting

You can switch from one mode to another using the upper right tabs.
To create a new request, click on the item (Service Subcategory) you want.

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.

You can include images in the “Description” field by dragging and dropping them within the text.

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.

At the top right of the page, notice the “On going / Resolved” toggle. This toggle is used to filter the list of requests displayed. By default the resolved requests are not displayed.

You can use the “filter” input, located at the top right of the list, to search within the list. The filter also searches in the description of the requests, which is not a visible column from the list.

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”.

The actual list of fields that the end-user is allowed to edit depend on the configuration of the portal. By default itop let end-users edit their phone number, location, function, picture as well as their preferred language.

When passwords are managed outside of iTop (for example when using LDAP or Active Directory based authentication), the password management form is not displayed.

Only the JPEG, PNG and GIF types of images are supported for the “Picture” field.

断开与门户的连接

要断开与门户的连接，请使用“注销”菜单：

门户故障排除

如果您收到：“No services”，则您忘记了实施指南的一个步骤

• 门户用户必须属于客户 A 组织

• Portal 用户必须具有 Portal 用户 Profile

• 客户 A 缺少 aCustomer Contract

• 缺少附上上述内容ServicesCustomer Contract

• 缺少Service FamilyServices

• 缺失 你Service Sub-categoriesServices

• Service未定义或 isStatusobsolete

• Service Sub-category未定义或 isStatusobsolete