Version 3.1 by superadmin on 2024/12/13, 15:30
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1 = =
2
3 = 增强 客户门户 =
4
5 **增强的**客户门户，在 iTop 2.3.0，被客户用来轻松创建和跟踪用户 请求和事件票证。该门户提供简化的 接口来管理此类工单。
6
7 该门户支持两种用户配置文件：
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9 * (((
10 允许 **Portal 用户**查看 仅他们提交的工单
11 )))
12 * (((
13 允许 **Portal 高级用户** 查看其组织的所有票据（以及 子组织）
14 )))
15
16 == 主页 ==
17
18 门户的用户界面设计为自动 根据屏幕的大小调整其演示文稿。 因此，各种元素的内容和配置可能会 因用于连接到 Portal 的设备而异。然而 门户的所有功能在所有屏幕上都可用 大小。
19
20 例如，在典型的笔记本电脑上，具有相对较大的 屏幕上，门户的主页如下所示：[[[[image:https://www.itophub.io/wiki/media?w=600&tok=603467&media=3_0_0:user:home-wide.png||alt="Portal Home page - laptop screen"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-wide.png]]
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22 在较小的屏幕上，例如在手机上，主页 页面显示如下：[[[[image:https://www.itophub.io/wiki/media?w=200&tok=947e11&media=3_0_0:user:home-narrow.png||alt="Portal Home page - mobile phone screen"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-narrow.png]]
23
24 == 创建一个新的 请求 ==
25
26 要创建新请求，请单击“New Request”菜单 ，或单击 主页。
27
28 然后，系统将提示您选择一项服务和一项服务 category 使用以下 3 种可能的模式之一：
29
30 马赛克：[[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalmosaic2.png||alt="New Request Mosaic"]]
31
32 树：[[image:https://www.itophub.io/wiki/media?media=3_0_0:feature:portalbrowsetreesearch.png||alt="New Request Tree"]]
33
34 在此模式下，您可以搜索关键字。输入时，它会进行筛选 包含与关键字匹配的行的树。
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36 * (((
37 如果关键字与 Service name 匹配，则其所有 子分类将被保留。
38 )))
39 * (((
40 您可能看不到给定行的原因 保留，则您的 itop 可以配置为搜索 未显示。
41 )))
42
43 列表：在此模式下，您可以搜索关键字。 输入后，它会使用与 关键字。[[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalnewrequestlistwithtip.png||alt="New Request Select"]]
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45 * (((
46 您可能看不到给定行的原因 保留，则您的 itop 可以配置为搜索 未显示。
47 )))
48 * (((
49 如果关键字与 Service name 匹配，则其所有 子分类将被保留。
50 )))
51
52 如果您没有服务 建议，请让您的管理员检查：[[疑难解答>>url:https://www.itophub.io/wiki/page?id=3_0_0:portal:portal_v2#troubleshooting_the_portal]]
53
54 您可以使用右上角从一种模式切换到另一种模式 制表符。
55 要创建新请求，请单击项目 （//服务 Subcategory//） 的
56
57 然后，表单将显示为模式对话框。填写表格并 点击“提交”提交您的请求。您可以将文档附加到 通过在表单中拖放请求，或通过 使用“浏览...”按钮 形式。
58
59 您可以在 “Description” 字段，将其拖放到 发短信。
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61 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=d67b62&media=3_0_0:user:new-request-3.png||alt="Request creation form"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:new-request-3.png]]
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63 当您提交请求时，显示屏将返回到列表 打开的请求中，您的新请求位于列表顶部。
64
65 [[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalongoingrequest.png]]
66
67 == 更新 现有请求 ==
68
69 当请求未关闭时，仍可对其进行更新。使用 门户，您可以：
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71 * (((
72 将新条目添加到请求的日志中，以 进一步说明您的需求或回答支持人员的问题 团队。
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74 * (((
75 将新文档附加到工单
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77 * (((
78 重新打开“已解决”请求（如果您不是 对决议感到满意）。
79 )))
80
81 要更新现有请求，请首先通过以下方式找到此请求 点击 “Ongoing requests” 菜单。
82
83 在 页面上，请注意“正在进行/已解决”切换。此切换用于 以筛选显示的请求列表。默认情况下，已解决的 不显示请求。
84
85 您可以使用 “filter” 输入 位于列表的右上角，以在列表中搜索。 筛选器还会在请求的描述中搜索，其中 不是列表中的可见列。
86
87 找到要编辑的请求后，单击其 参考 （“R-000xxx”） 以打开其详细信息：
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89 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:on-going-requests.png||alt="List on-going requests"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:on-going-requests.png]]
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91 显示的表单允许您编辑日记账和添加/删除 附件。完成后，使用底部的 “Submit” 按钮（或 右侧的 “Check Mark” 按钮）提交您的更新。
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93 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=1a7d57&media=3_0_0:user:update-request.png]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:update-request.png]]
94
95 == 更改 轮廓 ==
96
97 客户可以从门户编辑其档案信息， 通过名为“我的个人资料”的菜单。
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99 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-1.png]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-1.png]]
100
101 该字段的实际列表 允许 end-user 编辑，具体取决于 门户。默认情况下，itop 允许最终用户编辑他们的电话号码， 位置、功能、图片以及他们喜欢的 语言。
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103 管理密码时 在 iTop 之外（例如，使用 LDAP 或 Active Directory 时 based authentication），则 Password Management 表单不是 显示。
104
105 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=39d8c6&media=3_0_0:user:my-profile.png||alt="Updating your profile"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:my-profile.png]]
106
107 仅 JPEG、PNG 和 GIF 类型 “Picture” 字段支持图像。
108
109 == 断开与门户的连接 ==
110
111 要断开与门户的连接，请使用“注销”菜单：
112
113 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-2.png]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-2.png]]
114
115 == 门户故障排除 ==
116
117 如果您收到：“No services”，则您忘记了[[实施指南>>url:https://www.itophub.io/wiki/page?id=3_0_0:implementation:start]]的一个步骤
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119 * (((
120 门户用户必须属于//客户 A// 组织
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122 * (((
123 Portal 用户必须具有 //Portal 用户// Profile
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125 * (((
126 //客户 A// 缺少 aCustomer Contract
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128 * (((
129 缺少附上上述内容ServicesCustomer Contract
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131 * (((
132 缺少Service FamilyServices
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134 * (((
135 缺失 你Service Sub-categoriesServices
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137 * (((
138 Service未定义或 isStatusobsolete
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140 * (((
141 Service Sub-category未定义或 isStatusobsolete
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147
148
149 = Enhanced Customer Portal =
150
151 The **enhanced** customer portal, introduced in iTop 2.3.0, is used by customers to easily create and track user request and incident tickets. The portal provides simplified interface to manage such tickets.
152
153 The portal supports two user profiles:
154
155 **Portal users** are allowed to see only the tickets they have submitted
156
157 **Portal power users** are allowed to see all the tickets of their organization (and the sub-organizations)
158
159
160 == Disconnecting from the portal ==
161
162 To disconnect from the portal, use the “Logoff” menu:
163
164 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-2.png]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-2.png]]
165
166 == Troubleshooting the Portal ==
167
168 If you get: “No services”, you have forgotten a step of the [[implementaion Guide>>url:https://www.itophub.io/wiki/page?id=3_0_0:implementation:start]]
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170 Portal user must belong to a //Customer A// organization
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172 Portal user must have //Portal user// Profile
173
174 Missing a Customer Contract for //Customer A//
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176 Missing Services attached to the above Customer Contract
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178 Missing Service Family on your Services
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180 Missing Service Sub-categories under your Services
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182 Service has undefined Status or is obsolete
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184 Service Sub-category has undefined Status or is obsolete
185
186 To update an existing request, first locate this request by clicking on the “Ongoing requests” menu.
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188 At the top right of the page, notice the “On going / Resolved” toggle. This toggle is used to filter the list of requests displayed. By default the resolved requests are not displayed.
189
190 You can use the “filter” input, located at the top right of the list, to search within the list. The filter also searches in the description of the requests, which is not a visible column from the list.
191
192 Once you have located the request to edit, click on its reference (“R-000xxx”) to open its details:
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194 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:on-going-requests.png||alt="List on-going requests"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:on-going-requests.png]]
195
196 The form displayed let you edit the journal and add/remove attachments. When done, use the “Submit” button at the bottom (or the “Check Mark” button on the right) to submit your update.
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198 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=1a7d57&media=3_0_0:user:update-request.png||width="600"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:update-request.png]]
199
200 == Changing your profile ==
201
202 Customers can edit their profile information from the portal, via the menu named “My Profile”.
203
204 [[[[image:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-1.png]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-menu-1.png]]
205
206 The actual list of fields that the end-user is allowed to edit depend on the configuration of the portal. By default itop let end-users edit their phone number, location, function, picture as well as their preferred language.
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208 When passwords are managed outside of iTop (for example when using LDAP or Active Directory based authentication), the password management form is not displayed.
209
210 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=39d8c6&media=3_0_0:user:my-profile.png||alt="Updating your profile" width="600"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:my-profile.png]]
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212 Only the JPEG, PNG and GIF types of images are supported for the “Picture” field.
213
214 If you have no Services proposed, ask your administrator to check: [[Troubleshooting>>url:https://www.itophub.io/wiki/page?id=3_0_0:portal:portal_v2#troubleshooting_the_portal]]
215
216 You can switch from one mode to another using the upper right tabs.
217 To create a new request, click on the item (//Service Subcategory//) you want.
218
219 A form is then displayed as a modal dialog. Fill the form and click “Submit” to submit your request. You can attach documents to the request by either dragging and dropping them in the form, or by using the “Browse…” button in the “Attachments” section of the form.
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221 You can include images in the “Description” field by dragging and dropping them within the text.
222
223 [[[[image:https://www.itophub.io/wiki/media?w=600&tok=d67b62&media=3_0_0:user:new-request-3.png||alt="Request creation form" width="600"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:new-request-3.png]]
224
225 When you submit your request, the display goes back to the list of open requests, with your new request at the top of the list.
226
227 [[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalongoingrequest.png]]
228
229 == Updating an existing request ==
230
231 When a request is not closed, it can still be updated. Using the portal, you can:
232
233 Add a new entry to the journal of the request, to further explain your need or to answer a question from the support team.
234
235 Attach new documents to the ticket
236
237 Re-open a “resolved” request (if you are not satisfied with the resolution).
238
239 List:[[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalnewrequestlistwithtip.png||alt="New Request Select"]]In this mode you can search for a keyword. On enter, it filter the list with rows that are matching the keywords.
240
241 It is possible that you don't see why a given row is kept, your itop can be configured to search on fields which are not displayed.
242
243 If the keyword match a Service name then all its subcategories will be kept.
244
245 == Home page ==
246
247 The user interface of the portal is designed to automatically adjust its presentation depending on the size of the screen. Therefore the content and disposition of the various elements may vary depending on the device used to connect to the portal. However all the features of the portal are available on all screen sizes.
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249 For example, on a typical laptop, with a relatively large screen, the home page of the portal is the following:[[[[image:https://www.itophub.io/wiki/media?w=600&tok=603467&media=3_0_0:user:home-wide.png||alt="Portal Home page - laptop screen" width="600"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-wide.png]]
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251 On a smaller screen, for example on a mobile phone, the home page displays as shown below:[[[[image:https://www.itophub.io/wiki/media?w=200&tok=947e11&media=3_0_0:user:home-narrow.png||alt="Portal Home page - mobile phone screen" width="200"]]>>url:https://www.itophub.io/wiki/media?media=3_0_0:user:home-narrow.png]]
252
253 == Creating a new request ==
254
255 To create a new request, either click on the “New Request” menu on the left of the page, or click on the big new request tile in the home page.
256
257 You will then be prompted to select a service and a service category using one of the 3 possible modes:
258
259 Mosaic:[[image:https://www.itophub.io/wiki/media?media=3_0_0:portal:portalmosaic2.png||alt="New Request Mosaic"]]
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261 Tree:[[image:https://www.itophub.io/wiki/media?media=3_0_0:feature:portalbrowsetreesearch.png||alt="New Request Tree"]]
262
263 In this mode you can search for a keyword. On enter, it filter the tree with rows that are matching the keywords.
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265 If the keyword match a Service name then all its subcategories will be kept.
266
267 It is possible that you don't see why a given row is kept, your itop can be configured to search on fields which are not displayed.
268 )))
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