Manage Your Profile and Password

This article contains the following topics:

This article describes how to manage your profile, language, out-of-office information, and password in Serviceaide Intelligent Service Management.

Update Profile and Language    

You can add your contact information, upload your photograph, and set your language, and date-time format preferences.

Follow these steps:

1. Click your profile picture and select My Account.

2. Add your profile information, select your Language, set your Date and time format, and click Save.

Your profile is updated.

The timestamps on your transactions are based on the date-time format set in your profile. For information about the rules that are related to date-time format, see SLA Time Zone and Holiday List Rules.

The application currently provides the German, English, Spanish, French, Italian, Japanese, Brazilian Portuguese, Russian, Suomi, Sverige, and Simplified Chinese languages.

Change your Password

You can change your application log in password any time.

To change your password, click your profile picture and navigate to My Account, Change Password. Enter the required information and click Change Password.

You can continue with your current session in the application even after changing the password. You would need to enter the new password when you log in the next time.

Reset Forgotten Password

When you forget your password, you can reset it on the log in page. 

Follow these steps:

1. Click the Forgot Password link on the log in page. You are taken to the Forgot Password page.
2. Enter your email address. This email address must be the same as the one updated in the application records.
3. Click the reset password link that is sent to you in an email.
   Note: This link is valid for only 24 hours. 
4. Enter and confirm your new password.
5. Click Save.

Set Out of Office Flag and Assign a Delegate

As the member of an organization, the resolution of specific type of tickets is dependent upon you. For example, a request for a new computer requires your approval. So, if you are out of office, the processing of such requests is delayed.

The application allows you to identify another person as your delegate or alternate contact when you are out of office. After you assign a contact as your delegate, the notifications from the application are diverted to that contact. Your delegate can act on such notifications on your behalf and can help resolve the tickets in your absence.

The application diverts only those notifications to the delegate which require an action from you.

You can assign a contact as your delegate only if you are a member of the same primary organization and primary support group.

Follow these steps:

1. Click your profile picture and select My Account.
2. Enable the Out of Office check box.
3. Select a delegate.
4. Save the changes.

To stop your emails from being diverted to the delegate, clear the Out of Office check box.

The Name Search lookup shows only contacts that belong to your primary organization and primary support group. Other contacts in your primary organization and primary support group can also assign you as their delegate. You can be a delegate to more than one contact simultaneously.

Change Theme

You can change the color theme of your application based on your preferences. 

Follow these steps:

1. Click on the Profile icon on the top right corner of your screen and click Change Theme.
2.  Select a theme and click Save.

Set Time Zone

The Time Zone field in Intelligent Service Management is a Read Only field. You cannot set the time zone for a given user. The time zone and timestamps visible to you are controlled by your computer settings. When users log in to the application the time zone of their computer is synced with their user account.