Develop > Processes and Best Practices > Service Desk Workflows > Self-Service by User (process SO 0.1)

Self-Service by User (process SO 0.1)

By using the self-service web environment, users can perform the following activities without contacting the service desk:

  • Search the knowledgebase to find an answer to a question or issue
  • Monitor the status of previously reported interactions
  • Log new interactions
  • Order items from the service catalog

You can see the details of this process in the following figure and table.

Self-Service by User (SO 0.1) is illustrated in the following figure:

Self-Service by User (SO 0.1) process

Process ID

Procedure or Decision

Description

Role

SO 0.1.1

Log in to Self-Service

To gain access to the Self-Service Web interface, users must log on by using their login credentials.

User

SO 0.1.2

Intend to register new interaction?

If yes, continue with SO 0.1.3. If no, go to SO 0.1.9.

User

SO 0.1.3

Order item from Service Request Catalog?

If yes, log a service request. If no, go to SO 0.1.4.

User

SO 0.1.4

Submit query to Knowledge Base

To search for a knowledge document, users must complete a search.

User

SO 0.1.5

Satisfied with answer found?

If yes, stop. If not, go to SO 0.1.6.

User

SO 0.1.6

Open new interaction

To open a new interaction from the knowledge search screen, users must create a New Interaction.

User

SO 0.1.7

Manually fill out interaction details

To register a new interaction, users must provide a title and a description of the request; select the urgency, and preferred contact method; and can optionally provide affected Service and add an attachment.

User

SO 0.1.8

Submit interaction

When all mandatory fields are completed, submit the form to send the request to the service desk.

User

SO 0.1.9

Validate solution of solved interaction?

To validate the solution to a previously reported interaction, go to SO 0.1.10. If no, go to SO 0.1.13.

User

SO 0.1.10

Validate solution

Use View Closed Requests to get an overview of all solved interactions. Select the applicable interaction and validate the solution provided.

User

SO 0.1.11

Interaction solved?

If yes, stop. If not, go to SO 0.1.12.

User

SO 0.1.12

Resubmit interaction and provide update

When a user disagrees with the proposed solution, the user can resubmit the interaction and provide a reason for the disagreement. The newly-created interaction is sent to the service desk for further diagnosis.

User

SO 0.1.13

Check history and outstanding Interactions?

If a user wants to check the status or history of previously registered interactions, go to SO 0.1.14. If no, stop.

User

SO 0.1.14

Check status of Interaction

Use View Open Requests to get an overview of all open interactions. Select the interaction and view the status with last updates.

User
SO 0.1.15 Provide update? If a user has additional details to add to the previously-logged interaction that may be useful to know for the specialist, go to SO 0.1.16. If no, stop. User
SO 0.1.16 Update Interaction

There are two scenarios to update an interaction and have a Save button to save the updated information.

  • The Save button appears when a self-service user selects the option View Open Requests, selects an interaction, and clicks the Update button. Once the information is updated, the self-service user clicks Save & Exit to save the updated information in the request.
  • When you escalate an interaction, you can go back to the interaction to add more information or perform changes to it. You then have an Update button when you select an existing interaction. The interaction is also a status of Dispatched or Callback. Once you have added more information to the request or performed the changes, you can click Save & Exit.
 User