Select an active ticket from the left queue to begin processing, add replies, and manage SLA workflows.
Total Tickets
0
Met SLA Rates
100%
Active Incidents
0
Active Requests
0
Ticket Queue Load by Status
Open
Prog
Pend
Res
Live SLA Warnings
New SLA Agreement
Active SLA Agreements
Policy Name
Priority
Resp. Target
Res. Target
Holidays
Actions
New OLA Agreement
Active Team OLA Agreements
Policy Name
Support Team
Priority
Handling Target
Holidays
Actions
New Pause Rule
SLA / OLA Pause Rules
Rule Name
SLA/Clock Scope
Pause Statuses
Filter Criteria
Active
Actions
Register New Site
Registered Store Sites
Region
Site Name
Actions
New Workflow Rule
Active Automation Workflow Rules
Rule Name
Trigger
Conditions
Actions
Actions
New Support Team
Support Teams Registry
Team Name
Active Status
SMS Alerting
Actions
Register Specialist
Specialist Directory
Username
Full Name
Email
Role
Team / Support Group
Status
Actions
Active Config Version:portal-home-v0.8.0No Unsaved Drafts
Layout Settings
Configure layout style preset and section display order.
Select a section from the left panel list to configure its title, subtitle, limits, and other properties.
Add Catalog Item
Registered Catalog Cards
Title
Category
Type
Badge
Action Link
Active
Order
Actions
New Visibility Rule
Defined Rules
Rule Name
Allowed Roles
Allowed Locations
Allowed Groups
Actions
Add Dynamic Field
Catalog Card Fields Management
Label (Key)
Type
Required
Active
Sort
Actions
Version History Registry
Version ID
Status
Change Summary
Updated By
Date Published / Updated
Actions
Live Configuration Preview
Simulated view of the Portal Home based on your current unsaved draft configuration settings.
Publish Layout Configuration
Publishing moves your active draft to active state. Previous configurations will be archived.
New Ticket Attribute
Registered Field Attributes
Label (Key)
Type
Group
Required
Visible
Sort
Status
Actions
New Categorization
Registered Categorization Options
Type
Tier
Parent
Option Label (Key)
Ticket Type
Support Team
Sort
Status
Actions
New Resolution Code
Registered Resolution Codes
Code
Description
Ticket Type
Category
Support Team
Requires Detail
Sort
Status
Actions
New Routing Rule
Configured Ticket Routing Rules
Order
Service/Type/Priority
Category/Loc
Assigned Team (Agent)
SLA/OLA
Active
Actions
New Custom Section
Default Panel Sections
Configure which built-in sections appear in the Agent Ticket Detail → Attribute Panel,
grouped by business meaning. Sections are shown to agents unless unchecked here.
1 Adjust toggles below→2 Save Default Visibilities (draft only)→3 Publish Portal Config (applies to agents)
⚠ You have an unpublished draft. Click Publish Portal Config to apply these changes to the Agent Console.
Panel Preview Read-only
Sections an agent will see, based on your current draft. Read-only summary — reflects unsaved/saved draft toggles.
Configured Custom Display Sections
Optional admin-defined sections. Field sources include core, lifecycle, SLA/OLA, tags and catalog dynamic attributes (dynamic fields render read-only for agents).
Order
Section Title
Description
Fields Count
Collapsed
Active
Actions
ITSM Security Firewall
Verify sAMAccount credentials to open secure TLS bind and authorize Agent Workspace session.
LDAP Bind Failed. Access Denied.
Bulk Ticket Action
Update multiple selected tickets together. Fields set to "No Change" will not be modified.
Ticket Properties
Tags & Communication
Eligibility Check
Pending Details
Resolution Details
⚠️ Warning: Only Resolved tickets can be closed. Tickets in other states (Open, In Progress, Pending) will fail to transition.
Bulk Update Results
Summary of the bulk execution results.
Updated
0
Failed
0
Failed Ticket Details
Set Ticket Pending
Select a pending reason to pause SLA tracking.
Resolve Ticket
Fill in the mandatory resolution details to complete this ticket.