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 Login message 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.

Note

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

  1. Open a browser and enter the Self Service Portal URL supplied by your system administrator.
    The Login screen appears.
  2. Type your BMC Remedy AR System ID and press Enter.
    The Self Service Portal opens.
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