allow itil users to use service portal

[lisac]

Current our Service Portal login only allows ESS users to view the portal page.   When an ITIL user logs in, they are directed to the Thick Client.   How can we make the Service Portal page available to ALL users?

[guiguille]

Hi Lisa,

In the script include "SPEntryPage" you decide where you send the user. In my script (don't remember if it was customized) I have this condition:

              if (user.hasRoles() && !redirectURL && !isServicePortalURL)

                      return;

Over there I'm sending users with roles to go outside SP.

The only thing you should worry is that SP doesn't have a way to resolve tickets. If you have that covered, with modifying this condition you should be good to go.

Let me know if it works for you

[Chuck Tomasi]

Hi Lisa,

Do you want your ITIL users to be sent to one of your Service Portal portals by default? If so, I'd recommend against this. Most ITIL users are much more efficient in the standard UI (technically, it's not a thick client. That implies you need to install something on the local machine other than a browser.)

They should be able to get to the portal at any point with the URL

https://YOURINSTANCE.service-now.com/sp

where YOURINSTANCE is your instance name and "sp" is your Service Portal suffix.

[lisac]

Yes, we want to send the ITIL users to Service Portal.   We actually have a Header link called 'Switch to Legacy' that will send them to the Thick Client when needing to work tickets.

[Chuck Tomasi]

Hi Lisa,

FWIW, check with your ITIL users to find out what they do most of the time and cater to the 80/20 rule.

Our internal people tried sending everyone to the service portal page first a while ago and frankly, I found it annoying since 99% of the time, I needed to use the standard UI. The service portal was great, but only when I needed to find knowledge or enter an incident of my own. Most of the time I was rooting around in other records only available from the standard UI.