Civica Self-Service Support Portal

In This Topic

The Civica Self-Service Support Portal is an application for end-users that provides access to the Service Desk.

Contacting the Service Desk

If you have a critical or severe fault (incident), then you should call the Help Desk. For severe faults, you should also log a Fault (see below).

Country	Telephone number	Hours
Australia	03 8676 4415 or 1300 303 032	From 8:30 am to 5:00 pm, Monday to Friday, excluding public holidays.
New Zealand	0508 779387	From 8:30 am to 5:00 pm, Monday to Friday, excluding public holidays.
Singapore	65117888	From 8:30 am to 6:00 pm, Monday to Friday, excluding public holidays.
UK	0117 9242700	From 9:00 am to 5:00 pm, Monday to Friday, excluding public holidays.
MS/Hosting Support	As provided	24/7

Logging on to the Civica Self-Service Support Portal

Access to the Civica Self-Service Support Portal is via the following link and can be saved as a favourite for ease of use.

https://servicedesk.civica.co.uk/SelfService/ss/

Insert your user name (full email address in lower case) and password and select Log On.

Home screen (Dashboard)

On the “Home" screen of the Self-Service Support Portal you will see all your active Calls and Requests.

My active calls

In the Active Calls section of the Dashboard you will find all your current active Faults (Incidents). This section will be empty if there are no outstanding Faults.

Next to each Fault you will see an icon which displays the current status of your Fault.

Icon	Short description	TDetailed description
	Awaiting response	The Fault has been recorded on the system and is waiting for a Civica analyst to review it.
	In progress	The Fault has been reviewed and is now being managed by a Civica analyst.
	With a third party to resolve the call	The Fault requires the help of a third party organisation (i.e. a telecommunications provider).
	Waiting for the customer	Civica is waiting for a response from you, e.g. to either provide further information or to give us permission to close your Fault.

My active requests

In the Active Requests section of the Dashboard you will find all your current active Requests. This section will be empty if there are no outstanding requests

Next to each Request you will see an icon which displays the current status of your Request.

Icon	Short description	Detailed description
	In progress	Request has been received and is in progress.
	Waiting for the customer	Civica is waiting for a response from you, e.g. you have been asked to either provide further information or to give us permission to close your request.

Resetting your password

If you have forgotten your password or you have attempted a number of times unsuccessfully and locked your account, you can reset your password.

Select Reset My Password.

Insert your full email address into both the Login field and the Mail field.

It is important at this stage that you input your email address in lowercase into both fields.

Logging a Fault (Incident) or Request

To log a fault (incident) or request:

Select Home.
Do one of the following.

Select Log a Fault to report a fault or incident, i.e. something has broken or has stopped working.
Select New Request when you need to ask for a service or ask for information. Requests are not for recording issues or faults with a system/software. Please use the Log a Fault option that will take you through the Incident process.

Logging a Software Enhancement Request

To log a product enhancement request:

Select Home.
Select New Request.
Select the Software and Module Enhancement (Libraries) option from the Service Catalogue.
Complete the required details.

Adding an attachment

Supporting documentation can be attached once the Fault or Request has been issued a reference number by the System.

After selecting Save you'll see an “Actions” panel. Select Add Attachment.

Insert a title to describe what the attachment is or refers to, then browse to the location of your saved attachment to link the document/file.

You can browse and attach multiple attachments.

Select Save and Continue.

To view your attachments, look at the “Attachments Tab” which will have appeared at the bottom of the window. Double-click the Attachment Name and this will allow you to view your document/file.

There is a file limit of 4MB per document/file.

Searching for Faults (Incidents) and Requests

Select Search (User) to search for Faults and Requests raised by the user logged into the System.

You can search for:

Open Calls (User)
Open and Closed Calls (User)

Selecting either of the options will allow you to search further on call logs by selecting specific criteria.

Select Search (Customer) to search for Faults and Requests raised by everyone within your library.

You can search for:

Open Calls (Customer)
Open and Closed Calls (Customer)

Selecting either of the options will allow you to search further by selecting specific criteria. This view also provides more analytical data and information about all of the users within your library who are currently approved to log Faults and Requests.