Administer > Application setup > Self-service


Self-service enables any user to connect with a Service Manager application to request a service, provide information, or track previous requests. Self-service users can also be granted approval capabilities that enable the user to approve change requests. Typically, this capability is given to high-level managers with a need to approve special requests who may otherwise have no need to use Service Manager on a regular basis.

The self-service feature provides a way for administrators to grant access to infrequent users, field personnel, or any other user outside of the IT organization without consuming a user license. These users need no special training or software. If users can connect to the Service Manager server using a supported browser, they can open incidents or make service requests.

Note Users that are logged in to the ESS client can only see records in which they are the service recipient, primary contact, or records for which they are an approver.

Related topics

Who uses self-service?
Self-service licenses
Self-service tailoring
Configuring the self-service working environment
Creating self-service users
Web client views
Choosing a configuration item for self-service requests
Working with self-service requests