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What portal users can do
↩ Portal
Four things, each deliberately narrow. The portal is not a cut-down console — it answers the handful of questions most people actually have.
Service status
Shows current outages with what they affect, and upcoming scheduled maintenance.
Only the services you've chosen to show appear here — see Publishing to the portal. This is what stops a status page from leaking your internal estate to everyone who can sign in.
Knowledge base
A searchable library of published articles, with two audiences: end-user and technical. The portal shows end-user articles by default, which keeps internal runbooks away from people who'd only be confused or misled by them.
An article reaches the portal only if you publish it there explicitly. Publishing an article in the console is not the same thing.
My tickets
People can:
- Raise a new ticket — describing the problem in their own words.
- Track their existing tickets — status and progress.
- Reply — adding information or answering a question from an agent.
They see their own tickets only. A reply from the portal lands in the ticket's conversation exactly like any other, so agents work in one place.
Changes
The lens most organisations underestimate. A member of a change advisory board can approve or reject a change from the portal, without ever opening the console.
This matters because approvers are often the people least likely to have console access — a department head, a service owner, someone who signs off on risk but never touches a device. They can see the changes that involve them, read the detail, and cast a decision.
Their decision is a real board vote, carrying exactly the same weight as one cast in the console, and resolved by the same board rule. See Approvals.
Impacted contacts are shown read-only, so an approver can see who a change affects without being able to edit the change itself.
Notes & tips
- If someone reports they "can't see anything" in the portal, it's usually that nothing has been published to it yet — not a permissions problem.
- Point board members at the portal rather than granting console access. It's less to learn and less to get wrong.