Self-Service Delivered Now

Suzanne Smith
ServiceNow Employee
‎03-27-2015 07:16 PM

Welcome to a great new experience on the ServiceNow support system known as HI. Introducing the Customer Self-Service Portal!


When you log on to HI at hi.service-now.com, you'll see a sleek new look that matches our Fuji release and you'll have the most important tools you need to manage your instances all on one screen. Here's a quick look:


customer_portal1.jpg


(1) Receive important information

Important notifications are located at the top of the screen.


(2) Easily view instance availability and open issues


Your real availability statistics and list of open issues (incidents, problems, changes, and enhancement requests) are still easily available.


(3) Control all of your instances


Click Manage Instances to see key information about all of your instances listed in one page. Select different actions such as activating a plugin, cloning the instance, or requesting a version entitlement for the different individual instances.customer_portal2.jpg


(4) Managing upgrades


Manage your upgrades using the Instance Upgrade Management dashboard. This useful dashboard lists all of your instances, showing the current version, upgrade versions available, and any upgrades already scheduled.

customer_portal3.jpg

(5) Review alerts


Click a red badge to obtain information about alerts such as locked out users or upgrades in progress.

(6) Take care of user accounts on HI


Keep user information current, assist locked out users, activate and deactivate users as necessary, and edit user roles all in one spot.

customer_portal4.jpg

(7) View Service Catalog options

Service Catalog items and services are listed, including VPN requests, training registration, and a handy option for determining your customer administrator.

(8) Obtain support from ServiceNow

Use the Support option to view extensive documentation, enter the ServiceNow community to talk with other ServiceNow users, or file an incident.

(9) View the legacy HI portal

If necessary, use this option to view the legacy HI portal with the Application Navigator on the left side.

Note that ServiceNow Express users and ServiceWatch users will not see the Customer Self-Service Portal, but will continue to use the legacy HI portal.


ServiceNow offers more information about the new Customer Self-Service portal in our knowledge base:


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0 Helpfuls
Comments
arobertson
Tera Guru
‎04-09-2015 04:22 AM
‎04-09-2015 04:22 AM

I like the new clean/minimal interface, but now find it more difficult to view all closed items and when requesting version entitlements, you can no longer track the progress.



I use the latest version of Firefox and sometimes also find that when logging an incident some of the fields disappear. I then have to come out of the form and back in for them to appear again.


Suzanne Smith
ServiceNow Employee
ServiceNow Employee
‎04-09-2015 09:02 AM
‎04-09-2015 09:02 AM

Hi Alex, thank you for your feedback. We appreciate you taking the time to give us your thoughts. I have given your feedback to the product owner for the portal. The product owner is collecting all comments and taking action to address issues.


Uncle Rob
Kilo Patron
‎05-13-2015 08:57 AM
‎05-13-2015 08:57 AM

Definitely feeling Alexander Robertson 's pain today.   Put in a version entitlement and kind of hoping it goes quickly.   I noticed that you can't comment entitlements the same way you would any other task, for one thing.   For another no list view available on /hi shows that you have an open entitlement open.



Why would we want to see open entitlements?


1)   Add peers / managers to the entitlement watch list.


2)   Have a reference point so I can (if necessary) escalate the decision.


Activity.png



Other than not having the ability to see ALL tasks for my company, I'm really enjoying the new portal experience.


Suzanne Smith
ServiceNow Employee
ServiceNow Employee
‎05-13-2015 02:40 PM
‎05-13-2015 02:40 PM

Hi Robert,



I appreciate your feedback (both the critical and positive) and will definitely send it on to the portal product owner.



There is one bit of advice I can give you that might be helpful. After you submit a version entitlement request, you'll receive an email notification from ServiceNow. If you have any questions or need to escalate the request, reply to that email. Your message will go to entitlement.managers@servicenow.com (a great group of people!) and they can help you out.



Thanks again, Robert - always enjoy receiving your thoughts.



Suzanne


Mike McCall
Giga Guru
‎07-15-2015 08:41 AM
‎07-15-2015 08:41 AM

In case anyone else is currently stuck on IE 9, you'll need to use a better browser to be able to clear some alerts. (The "my information is up-to-date" button didn't show on my profile in IE 9.)



Since IE 9 is technically supported for UI15 (Administering the User Interface - ServiceNow Wiki), is the button being hidden actually a bug? Are there other known issues (besides general slowness)?


nathanfirth
Tera Guru
‎07-15-2015 10:30 AM
‎07-15-2015 10:30 AM

This is a huge improvement from the previous portal, but I can't wait till it's running on the new Service Portal: http://serviceportal.io/service-portal-sneak-peak/

Suzanne Smith
ServiceNow Employee
ServiceNow Employee
‎09-04-2015 07:35 AM
‎09-04-2015 07:35 AM

Hi MIchael,



Thank you for taking the time to provide feedback.



Word is that the dev team is working on a button for IE 9 and older browsers. Stay tuned!



Suzanne


Joe45
Tera Contributor
‎03-21-2016 02:07 PM
‎03-21-2016 02:07 PM

Hello Suzanne,



Many thanks for these improvements - For me it works greate !


Are there any plans - that we can use the same functionality for our customers on our instances ?
Beside the announced "Service Portal" -> functionality to create the same dynamic forms which you use for "Create Incident" ServiceNow Customer Service System ...(or will this be part of Service Portal) ?  



Best Regards,


Joe


kylin_follenwei
ServiceNow Employee
ServiceNow Employee
‎03-22-2016 02:32 PM
‎03-22-2016 02:32 PM

I can't wait either!



Thanks again!


Kylin


Suzanne Smith
ServiceNow Employee
ServiceNow Employee
‎04-15-2016 11:15 AM
‎04-15-2016 11:15 AM

Hi Johannes,



I think that the new Service Portal functionality in Helsinki will meet your needs. Keep checking here in the Community for more Helsinki news and details coming soon!



Suzanne