General Overview of ESS

Aki Ylivarvi
2023-10-05T17:38:03Z

Efecte Self-Service allows users to report IT issues, request a variety of enterprise services, and utilize automated services for self-help. It can be utilized as a solution for a single company or a multi-tenant environment. Multiple tenants, such as the parent company and its various subsidiaries, can be managed centrally through a global administration interface.

The administrator can efficiently manage services and the incident handling process by overseeing request forms, approval chains (for services), and channels per service item.

Within an individual tenant, the service portfolio, approval flows, and service channels can be managed both by site and by role.

All the previously mentioned functionalities empower an organization to automate numerous activities:

Utilizing item/category-specific forms allows the service provider to immediately obtain necessary details about requests, ensuring they are in the correct format without soliciting unnecessary information.

Approval chains (for service requests) can be customized to align with each organization's unique needs.

Channels can be configured to ensure that the appropriate types of requests are directed to the correct service lines, minimizing unnecessary manual handling at the first line.

Service offerings and Issue Domains from the Support tab can be easily rearranged using the drag-and-drop functionality. Reordering can be performed by selecting 'All services' from the site selection dropdown, then pressing and holding the left mouse button on the desired item and dragging it to the appropriate location.

If the name of the service offering or issue domain is truncated with three dots, hovering the mouse over the issue will activate a tooltip to display its full name.

Note that ESS session timeout is based on shibboleth timeout session and cannot be changed on ESS side.