Requester Portal Settings 

1. Display My Reminders to requesters.
   

1. Close resolved requests.
   
2. Disable the default request template for requesters.
   
3. Show incident approvals to requesters.
   
4. In the Add Request form, display only the assets associated with the requester. If this option is disabled, all assets in the service desk instance will be displayed in the Add Request form.
   
5. Automate associating assets owned by requesters with requests created through emails.
   
6. Create requests on behalf of other users in the same department/site or any user.
   
7. Enable requesters to cancel requests: Direct Cancellation or Notify Technician.
   
8. Set editors in the same department/site or who are service request approvers.
   
9. Edit their own requests.
   
10. Edit incident requests, service requests, or both.
    

1. Configure who can view service and resource cost information: Requesters and/or Approvers.
   

1. Requesters can search only from the requests, request templates, solutions, and announcements modules.
   
2. By default, all modules will be selected; users cannot deselect all the modules— at least one module must be selected.
   
3. Rearrange modules to display search results in a specific order.
   

1. Requesters can edit their profiles.
   

Requester Portal Customization 

The customization that is set for the requester portal will be indicated with a icon.

If no customizations have been configured by the SDAdmin, the Prime template in code-based customization will automatically be set as the requester portal home page. 

Code-Based Customization 

HTML Widget 

1. HTML widget comes in two formats: canned widgets and banners. Both have the same functionalities and customizations but different visual styles.
   
2. The banner is present by default on the upper half of the page. You can also remove the banner by disabling Show Default HTML Widget as a Banner under Preferences.
   
1. To add the banner as a widget, go to Manage Widgets, and enable the default HTML widget.
   
3. To modify the HTML widget, click the edit  icon displayed in the top right corner of the widget. You can also access the edit icon under Manage Widgets, by hovering over the default HTML widget.
   

1. Choose your preferred view between Code View, Split View, or Preview.
   
2. Code View only displays the code window. In Split View, you can enter the code and preview the widget in real time, and Preview lets you only view the customized the HTML Widget.
   
3. Under Templates, you can choose from a variety of templates for different themes. By editing the HTML widget, you can further tweak these templates to meet your organization's needs.
   
4. Customize the HTML widget by using the given attributes, canned widgets, and URL widgets. Attributes allow you to provide help desk actions for requesters such as logging service and incident requests and viewing solutions, requests, changes, and projects. The available attributes are as follows.

You can simply click the attributes, canned widgets, and the URL widgets to add them beside the mouse pointer.

The "click-action" attribute is supported only for <span>, <div>, <button>, and <td> elements. The attributes for Live Chat and Zia Chatbot are additional options and they do not affect the existing options on the footer bar.

The "input-action" attribute is supported only for <input> element.

1. You can also add custom images to the requester portal. Learn more.
   
2. Click Save and Publish Changes after you make the necessary modifications in the HTML widget.

Gallery 

1. To upload an image, access the Gallery, click Upload Image, and choose your preferred image.
2. To use an image from the gallery, click the image to copy its background style CSS code and use the code in the HTML editor where required.
   
3. To remove an image, hover over the image, and click the X icon.  

 Default images cannot be removed.  

Canned and Custom Widgets 

1. The home page comes with some predefined widgets, displayed on the lower half of the page. To add more predefined and custom URL widgets, click Manage Widgets.
   
2. On the Manage Widgets panel, you will have canned widgets that consist of the default HTML widget, frequently used service templates, announcements, requester's assets and consumables, and the requester's request and task summary.
   
3. You can also customize the placement of widgets on the home page into one, two, three, or four columns.
   
4. Using the New URL Widget button, you can define custom URL widgets to allow access to third-party services. The newly created URL widget will also be listed under URL Widgets while editing the HTML banner.
   
5. Once you have selected the required widgets, choose their orientation, and then click Update Layout.
   
6. You can add canned widgets inside the HTML widget or outside the HTML widget.
   
7. Simply drag and drop the widgets to rearrange them.
   
8. You can also rename the canned widget if it is located outside of the HTML widget.

1. To resize the widgets, click the icon displayed at the bottom right corner of the widget. You can also drag and drop the widgets around the page to the right position.
   
2. To remove a widget from the home page, click displayed at the top right corner of the widget.
   

Choosing Preferences 

1. HTML widget in the banner format
   
2. Header and navigation menu
   
3. Footer

 

Preview Requester Home Page       

Use the Preview button displayed under Setup > General Settings > Requester Portal > Requester Portal Customization for a workable preview of the home page. The preview comes with your service desk data organized in the customized design of the requester home page.

GUI-Based Requester Portal Customization  

Create or Edit Pages 

1. Open the page editor using one of the following options:
   
1. New page with the pre-configured template: Hover over the page of your choice and click against the card under the All Pages tab.
   
2. New page without the pre-configured template: Click Create New card to open the editor and create your own page from the ground up using various customization options.
   
3. Previously saved page: Go to My Pages, hover over the page of your choice and click on the card.
   

1. Adding a template: Click and select the preferred template from the list.
   
2. Adding background color: Go to Page Properties and choose between pre-selected colors or click   to choose any color of your choice from the color gamut.
   
3. Add and configure panels, buttons, lists, or snippets to the pages as required. Learn more.
   
4. Finally, click Save.

Configuring Customizable Elements 

1. Click on the left pane of the editor.
   
2. Apply customizations like alignment and color if required.
   
3. Choose a panel type: No header or footer, Include header, and Include footer.
   
4. Drag your preferred panel to the page editor.
   

1. Make customizations on the pop-up displayed. You can also select a specific added panel to customize and click Configure.
   
2. On the left panel, customize the text format with presets, and add buttons, images, icons, and search bars.
   
3. On the right panel, customize the display, style and action of the object added.
   
4. In the Display tab, customize the display of the Text, Tasks count, and Requests count. For task count and request count, you will be shown a non-editable field whose value is fetched based on task or request status. For the search box and text box, a placeholder will be shown.
   
5. To configure an action for an element, go to the Action tab, and select the action type from the drop-down. The values shown in the Action tab will be contextual depending on the element selected, such as Open URL, Report an Issue, etc.
   
6. To configure the styling of the element, go to Style and choose your preferred font, color, shape, size, margin, etc.
   
7. To add more elements to the panel, click and select an element type (text, image, button, or search box) and drag your preferred element to the panel.
   
8.  To resize the panel or the elements within the panel, click the edge of the panel/element and drag it to the preferred location.  You can also drag them to your preferred location.
   
9. To delete an element, select it and then click Delete Element at the bottom.
   

1. Select the panel, and click Configure.
   
2. Click on the top left the open the side panel.
   
3. Go to and drag the required button to the panel.
   

1. Click on the left pane of the editor and drag your preferred button to the page editor.
   
2. On the Display tab, you can customize text to be displayed on the button.
   
3. On the Action tab and select the action type from the drop-down.
   
4. To configure the styling of the element, go to Style and choose your preferred font, color, shape, size, margin, etc.
   
5. To add more elements to the panel, click and select an element type (text, image, button, or search box) and drag your preferred element to the panel.
   
6. To resize the panel or the elements within the panel, click the edge of the panel/element and drag it to the preferred location.
   

To add a widget, click and drag a widget to the preferred location on the page.

 

1. Click and drag the Embed container to the preferred location on the page.
   
2. Add a URL using the iframe tag and click Done.
   

Manage Pages 

1. To find your preferred page using keywords, use the search box on the top-right.
   
2. To preview a page, hover over the page and click Preview.  The requester home page preview displays information from your service desk data.
   
3. You can customize the preview under Preferences by using the toggles Show header and navigation menu and Show footer.
   
4. To duplicate, rename, and delete a page, hover over your preferred page, click and select the respective option.