Self Service Portal Settings (Partitioned)

Using the Self Service Portal Settings (Partitioned) option, you can select a call template, as defined in Call Template Administration, for registering for access to the Self Service Portal. You can specify the partition when assigning the call template. You can also set up your chat queues and call templates for each partition.

Any IPK workflow rules picked up while a call is being logged will override the recipient Analyst/group specified on the call template.

Assigning a Call Template for User Registration on the Self Service Portal

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service Portal administration settings.

The call template is only enabled if Log Call on Registration is enabled on the Self Service Portal Settings.

  1. Select Menu and then Admin. Select System Administration. The System Administration window is displayed. In the Explorer pane, locate the Self Service Portal group, scrolling down if necessary. You may need to expand the group to see the options within it.

  2. Select Self Service Portal Settings (Partitioned) to open the window.
  3. Select the Partitionfor which you want to assign a call template using the drop-down arrow in the Partition list in the top right corner of the window if appropriate.
  4. Complete the details.
  5. Registration Call Template Select a call template you want to assign for Users who are registering for Self Service portal access through the portal

    The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.

    Major Incident Ref Select the IPK Status Ref to be used to determine the Major Incident's IPK Status
    Add Me to Major Incident Call Template Select the call template to be used when a user selects the Add Me button in the Self Service portal

  6. Select to save the changes. Provide the Change Reasons if prompted to do so.

Enabling Chat

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service Portal administration settings.

The call template is only enabled if Log Call on Registration is enabled on the Self Service Portal Settings.

  1. Select Menu and then Admin. Select System Administration. The System Administration window is displayed. In the Explorer pane, locate the Self Service Portal group, scrolling down if necessary. You may need to expand the group to see the options within it.

  2. Select Self Service Portal Settings (Partitioned) to open the window.
  3. Scroll down to the Chat Queue Setup section if necessary.
  4. Complete the details.
  5. Partition

    Select the partition for which you want to enable Chat

    Enabled Select the checkbox to enable Chat for the partition
    Call Templates Use the drop down list to select the call template to be used when a call is logged through Chat. You must select a call template for each partition.

    The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.

  6. Assign the chat analysts to the queue. Select from the radio buttons, and then select the entry/entries you want to add to the chat queue from the left hand list and select to add them to the right hand list.
  7. Analyst Select the analyst(s). If analysts have already been assigned Chat Analyst permissions in the Options tab of their IPK Management security role, they will appear in blue. They cannot participate in a chat without this permission.
    Groups

    Select the IPK groups that you want to participate in Chat.

    Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.

    Analysts by Groups

    Select to display all the analysts categorized by the group to which they belong. An analyst who belongs to more than one group will be displayed in every group to which they belong. To view a list of analysts in a group, click + next to the group name. In this view, you can select either an analyst or a group to participate in the chat.

    Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.

  8. Select to save the changes. Provide the Change Reasons if prompted to do so.