Employees outside IT never see the operational workspace. They log into a completely separate portal shell: no sidebar, a simplified top navigation, and no visibility into the incidents list, CMDB, or any IT operational data. Navigating directly to an operational URL redirects them straight back to the portal.
Portal dashboard
The portal home shows an employee's open-ticket count, their most recent tickets, and quick actions to submit a new request, view all tickets, or search the knowledge base.
Submitting a request
Requests go through a guided 3-step wizard.
- Describe — pick a category from the dropdown (the list is configured by your admin). Category-specific fields appear automatically — for example, IT Software shows usage category, software name, and license type, while IT Hardware shows a laptop vs. accessory picker with its own follow-up fields. Any custom fields an admin has added for that category appear inline alongside the built-in ones. Write a brief description of the issue, then continue.
- Find answers — the portal automatically searches the knowledge base using your description. If a matching article appears, open it; if it solves your problem, click "Yes, issue resolved!" and you're done — no ticket gets created at all. If nothing fits, click through to the next step (or the wizard skips straight there if no articles matched).
- Review & submit — check the summary, choose an urgency (Low, Medium, or High — Medium is pre-selected), and click Submit Request. You land directly on your new ticket's detail page.
Tracking your ticket
Every ticket shows a lifecycle stepper that adapts to its path: Submitted, then — only if the category requires manager sign-off — Awaiting Manager Approval, then Under Review, In Progress, and Resolved. If a manager rejects the ticket, the stepper shows the rejection and their reason directly, rather than leaving you guessing why nothing is moving.
All your tickets are listed under My Tickets, filterable by state, and each one opens back into the same detail/stepper view.
Example
An employee selects IT Software, fills in the Software Request Details (software name and usage category), and describes needing it for reviewing engineering PDFs. The portal's knowledge-base search comes up empty, so they continue to Review & Submit, set urgency to Medium, and submit. Because IT Software requires manager approval in this tenant, the ticket opens with Awaiting Manager Approval active on the stepper; once approved, it advances to Under Review and then In Progress as IT picks it up.