When your organization has diverse needs for Efecte Self-Service catalog content, the multi-site concept is beneficial. It's preferable to have as many common and shared services across the organization as possible. If you're already achieving this, you can choose to avoid the multi-site management.

Reasons for Multiple Sites:

• Distinct groups needing different services.
• Variations in approval processes.
• Different support channels for particular groups.
• Price discrepancies for services across different sections.
• Varied delivery times due to diverse suppliers.

Recommendation: In the case of minor discrepancies, consider standardizing to avoid complications (minor price differences, near identical models, etc.).

All Services Site

This platform is crucial for managing services throughout the organization. While not directly accessible to users, it serves as a master version for all services. Service additions or deletions commence here, and once established, these services can be distributed to all sites with the "Publish to all" option.

Site Creation

Efecte Self-Service supports a maximum of 200 sites, but it's advisable to keep this number minimal for ease of catalog management.

Steps to Create a New Site:

1. Access the "Sites" view.
2. Use the "New site" button.
3. Enter the Site name.
4. Define user affiliations using AD organization units (OU). Note that each user can be associated with only one OU, and hence, one site. Ensure no overlapping OUs.

The list of sites becomes visible under "Integrations - Organization" after clicking "Show test data".

Service Publishing

All services, even those specific to particular sites, originate from the "All Services" site. To allocate an unpublished service to a designated site:

1. Choose the site.
2. Select the unpublished service.
3. Click "Publish".

The service will now be accessible only to users affiliated with the selected site. You can determine service visibility based on roles and sites from the visibility section of the offering.

Our Requests -Configuration

"Our Requests" allows users to view others' tickets on the Self-Service Portal. This feature's accessibility is adjustable from the ESS admin's Site settings.

Options include:

• Display Incidents: Makes incident type issues visible.
• Display Service Requests: Allows visibility of service request type issues.
• 'Our Request Visibility': Determines who can access 'Our Requests'. Choices are:
  • Visibility for everyone in the site.
  • Restricted access based on AD group membership.

Notably, the "Our Requests" function displays only service requests and incidents created during the past 30 days. This default value can be adjusted by sending a request to our service desk, but please note that the view is capped at 1,000 visible issues. If incidents and/or service requests are activated without AD restrictions, anyone from the same site can view these.

For more controlled visibility, the ESS admin can specify that only members of certain AD groups can access "Our Requests". It's crucial to understand that:

• The "Our Requests" feature displays only incidents and/or service requests pertinent to a particular site. If a user is affiliated with one site, they won't have visibility into requests from a different site, even if they belong to the same AD group.
  
• The comments and attachments are not displayed within "Our Requests."
• If an environment uses multiple connectors, any reported requests for a site are viewable if "Our Requests" is enabled.
• Always ensure accurate configuration settings in the "Our Requests" visibility to maintain user privacy and prevent unintentional sharing of sensitive information across various user groups.

By effectively utilizing and managing these configurations, administrators can customize the user experience in Efecte Self-Service to suit the unique needs and structures of their organizations, ensuring efficient service delivery and user satisfaction.