Default language.

Configuring Self Service modules

Track-It! enables you customize the modules, fields, and custom links that are displayed in Self Service in Track-It!. For example, if you only want to enable users to create tickets but do not want to maintain a database of solutions, you can enable the Create Tickets module and hide the Solutions module. You can also customize the fields that are displayed for the Create Tickets and the View Tickets modules.

In Self Service, you can share external links such as link to your organization's intranet or a link to an external database of solutions. You can configure these URLs as custom links for users.

You must have the system administrator permission to perform the task in this topic.

Related topics

Configuring-Self-Service

Configuring-default-settings-for-Self-Service

Configuring-Self-Service-language

Customizing-the-logo-and-background-image-in-Self-Service

To configure Self Service modules

  1. On the header bar, expand the hamburger menu image2016-12-13 23:24:9.png and select Configuration.
  2. Select Self Service Configuration > Self Service Settings > Appearance Settings.
  3. On the Options tab, select an appropriate permission for each module. You can select Display or Hide to manage the visibility of the module, field, or link in Self Service.
    • New Tickets
    • View Tickets
    • Solutions

    • Profile

      Important

      To allow requestors to update their profile details, select the Display and Edit permission for the Profile module.


    • (2024 Release 01) View Change Approvals
    • (2024 Release 01) Cancel Ticket

    • (2024 Release 01) Common Requests

      Important

      By default, the permission for View Change Approvals, Cancel Ticket, and Common Requests is set as Display.

  4. On the Fields tab, perform the following actions:
    1. Select an option from the drop-down to show/hide fields or mark fields as required.
    2. Specify which fields are visible or required as needed.
  5. On the Custom Links tab, perform the following actions:
    1. Click Addimage2016-12-13 23:56:52.png.
    2. In the URL field, enter an appropriate value.
    3. In the URL Display Text field, enter the text to display in Self Service.
    4. (Optional) To delete a custom link, click Deleteimage2016-12-13 23:59:57.png.

  6. Click Save.

    Important

    To configure a template for common requests, see To create a template.

 

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