| Table of Contents |
|---|
Accessing the Service Center through the Self-Service Interface is the recommended way for Self Service Users to open and view tickets, search knowledge, access approval tasks, and view announcements in Cloud Service Management (CSM). The Service Catalog is available on the web interface and the mobile application.
...
When users are created in CSM through the ADSync, they are automatically assigned a Self-Service License. The self-service license is linked to the Self-Service group, which will be the contact's primary group. During the manual creation of a new user, when a Self-service license is selected as the license type, the Self Service Group is also automatically associated to the contact record.
The Default Self Service Role is granted to all members of the Self-Service Group by default. This default role will control security around role-based views, for example, what fields a ticket form will have available. Instructions on how to access, modify or create new roles is available on the documentation wiki here<<Change the link to Serviceaide>>. For SSUs to view items in CSM, such as Service Catalog Items or Knowledge Articles, the items must be associated with the default self-service role, the self-service group, or the self-service contact's record. Associating contacts directly with catalog items or knowledge articles is not recommended, since the management of security can become difficult at that low of a level. Use groups and roles when possible.
SSU Ticket Views will control what fields are available to SSUs when they submit a new catalog item. For example, the SSU View for Incident, shown below, is flagged as a Self Service Role Based Form View. 
This role-based view is broken up to show the ticket header sections at the top, and the fields available to those sections at the bottom. You can select to show, edit, or rename the fields.
To access the Role-Based Views, navigate to MANAGE, ADMINISTRATION, Tools, Role Based Views.
When SSUs log into CSM and select a catalog item, the simple pre-defined ticket form reflecting the Role Based View form is presented. The Requestor information is pre-populated with the logged in user's profile information, and required fields will be in red.
...
Mapping out your initial ticket flows is the first step in using CSM. Information The information you'll need includes, but is not limited to:
...
Review the default catalog items in CSM to understand how they work. Note any gaps that your organization has with the offerings. To review all the predefined catalog items in CSM, refer to the documentation wiki page here.
Start by reviewing the default Incident Report an Outage Service Catalog item.
...
A new CSM slice has four sample knowledge articles, KA, visible to self-service users. You will need to these and decide whether to keep or modify them. Refer to the documentation wiki here <<Change the link to Serviceaide>> for information on knowledgebase articles.
Start by reviewing the default articles.
...
Access the configuration parameters by navigating to MANAGE, ADMINISTRATION, Tools, Configuration Parameters. Review configuration parameter options by accessing the documentation wiki page here. <<Change the link to Serviceaide>>