Users log on to the Self Service Portal via a standard browser. The URL to access the portal is supplied by the system administrator. To access the portal, users must be defined with a valid logon ID in BMC Remedy AR System. If an unregistered user attempts to log on to the portal, either of the following events occurs:
- The user is denied access and an
Invalid Loginmessage appears.
- The user is allowed access as a guest user, if this option is configured by the system administrator.
While logged on to the Self Service Portal, users chat with the virtual agent or a live agent. If a user is inactive for a defined period of time, the user session expires and the user is logged out. The agent receives a message that the user has ended the session.
If the Self Service Portal is unavailable (because of a holiday or off hours), a message indicates that the service is unavailable. You are not greeted by the virtual agent and you cannot chat with either the virtual agent or a live agent. Chat service availability (and the Chat Unavailable message) is configured by the system administrator.
To log on to the Self Service Portal
- Open a browser and enter the Self Service Portal URL supplied by your system administrator.
The Login screen appears.
- Type your BMC Remedy AR System ID and press Enter.
The Self Service Portal opens.