The Process Manager portal is a Web-based interface that provides access to the ServiceDesk software. Personnel who use ServiceDesk access the portal from their Web browsers and use it to run the ServiceDesk core processes and perform other ServiceDesk activities.
Examples of the tasks that users can perform in the Process Manager portal are as follows:
Administrators can configure settings for the appearance, operation, and management of the portal.
Users can create incidents and view knowledge sources such as the knowledge base.
Process workers can work on incidents, create and work on tickets for other processes, contribute articles, and participate in discussions.
When you log on to Process Manager, the permissions that you are granted determine the elements of the portal that are available to you. If you cannot access a particular portal page or other feature, you probably do not have the appropriate permissions.
Table: Screen elements of the Process Manager portal
Process Manager portal
The browser window that appears when you open Process Manager.
To access the Process Manager portal from the ServiceDesk server, double-click the Process Manager shortcut on the desktop. You can also access the Process Manager portal from the Start menu; expand Symantec > Process Manager and click Process Manager.
Site Actions drop-down list
A drop-down list that can appear at the top of the Process Manager portal window. It appears only when you have permission to edit the current Process Manager portal page.
The clickable text that appears at the upper right and lower left of the Process Manager portal window. Examples of links are Help, Account, and Logout.
The horizontal row of tabs that appears near the top of the Process Manager portal window.
The pages that appear on the tab bar are root pages.
A clickable segment of the tab bar. Clicking a tab opens a page or displays one or more menu commands.
The horizontal row of menu commands that appears beneath the tab bar. The contents of the menu bar depend on the tab that you click. Some tabs do not have a menu because they perform a single action.
The pages that appear on the menu bar are subpages.
Whenever you log on to the Process Manager portal, the portal opens to a specific page. Initially, your permissions determine which page opens. However, you can set a different page to open when you log on.
A clickable segment of the menu bar. Clicking a menu command opens a page or displays one or more menu subcommands.
Page or portal page
The entire area that appears beneath the menu bar when you click a tab or a menu command. Most of the work in ServiceDesk is performed on a portal page or on a page that is accessed from a portal page.
You can customize portal pages for the entire organization or for users, groups, permissions, or organizational units. Administrators have permission to customize portal pages and to grant customization permissions to other ServiceDesk users.