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User GuideSelf-service portal

Self-service portal & requester

End users and requesters use the Self-Service Portal at /portal on the same host as your Tenant Plane (e.g. https://<tenant-slug>.<your-domain>/portal). This is not the Control Plane — it is customer ITSM self-service on the TP.

1. Before you start

  1. Open your Tenant Plane URL (from your welcome email or admin).
  2. Sign in (email/password, SSO, or your org’s method).
  3. Your role must include portal access. The requester role is scoped to ITSM read/write and lands on /portal in the default navigation layout.

Roles (summary):

RolePortalExtra shortcuts
RequesterFull portal (catalog, my requests, knowledge)No Report an incident or ITSM Dashboard buttons in the portal header
Fulfiller (and operator / admin)Same portal plus links to Incidents and ITSM DashboardCan optionally “Also create an incident” when submitting a request

2. Step-by-step: browse the service catalog

  1. Go to /portal.
  2. Open the Service Catalog tab (default).
  3. You see catalog items created in ITSM (/api/itsm/catalog). If the list is empty, admins have not published items yet — you can still submit a generic request (next section).
  4. Click a catalog item to open the request form pre-filled with the item name, or use Submit a request (no item).

3. Step-by-step: submit a service request

  1. Click Submit a request (header) or select a catalog item.
  2. Fill in:
    • Title (required)
    • Additional details (optional)
    • Your email or ID (identifies you on the request)
  3. Requesters do not see “Also create an incident (for urgent issues)” — only fulfiller+ roles see that checkbox. If you need an incident and you are a requester, use your org’s process (e.g. service desk phone, or ask an admin to grant fulfiller / use Incidents if you are promoted).
  4. Click Submit. The UI calls POST /api/itsm/requests.
  5. On success, open My Requests to track status.

If the catalog item has a linked ITSM approval workflow, the platform may start a workflow instance automatically (see ITSM approval vs automation workflows).

4. Step-by-step: my requests

  1. Open the My Requests tab.
  2. The portal loads GET /api/itsm/requests (with your tenant context).
  3. Review status and any linked incident if your flow created one (fulfiller path).

5. Step-by-step: knowledge base (KEDB)

  1. Open the Knowledge Base tab.
  2. Enter a search query and search. The portal calls POST /api/itsm/kedb/search.
  3. Open articles from the results to self-solve before filing a request.

6. What requesters cannot do from the portal (by default UI)

  • Open Incidents or ITSM full dashboard from the portal header shortcuts (those buttons are fulfiller+ only).
  • Tick “Also create an incident” on the request modal (same gating).
  • Change management (raise/approve changes) is not exposed as a dedicated button on /portal — operators use ITSM modules (/itsm) for changes.

7. For administrators

  • Publish catalog items in ITSM; they appear automatically on /portal for the same tenant.
  • Assign requester to employees who only need catalog + requests + knowledge; fulfiller to service desk staff.
  • Configure SSO group → role mapping so IdP groups land in the right role (see Users, roles & access).

See also

Users, roles & accessWorkflows (ITSM vs automation)