Self Service Portal

This guide explains how to raise a ticket from the self-service portal. The self-service portal is a dedicated platform for end users to raise tickets and request services. To access this portal, the user, technicians, or admin must first grant the requester access.

Granting Access to the Self-Service Portal

Step 1: In the Infraon Infinity platform, navigate to the Infraon configuration located on the left panel, proceed to user management, and select the requester module.

Step 2: Add the respective end user in the requester module.

Admins must then share the self-service portal credentials with the end user.

Logging in and creating a ticket

Once the requester has the portal credentials, they're able to create a ticket.

Step 1: Use the login URL shared by the admins to access the self-service portal. Select the self-service option to continue.

Step 2: Enter the valid login credentials provided by the admins.

Step 3: After signing in, you'll be redirected to the homepage.

Here, requesters can browse articles, view raised tickets and requests and check allocated assets.

Creating a Ticket

Step 1: To add a ticket, click on "Submit a ticket," located at the top right corner of the page.

Step 2: In the "I need help with" call-out box, select the type of service where the issue has occurred.

Step 3: Requesters can also add the Service classification in the respective call-out box.

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Step 4: Enter a subject line stating the reason for raising the

ticket, for example, "Unable to authenticate."

Step 5: In the "Now let’s hear the details" section, describe the issue you're encountering in detail. You can also upload any attachments that help explain the problem by clicking on 'Add Attachments.'

Step 6: After entering all details, review them and click "Save" to submit the ticket.

The ticket will then be created in the self-service portal, allowing the end user to check its status.

Ticket Management by Technicians or Admins

The same ticket will also appear in the technician or admin portal.

Here, the technician can work on the ticket, assist the end user in resolving the issue, and finally close the ticket.