In System Center Service Manager 2012, use the following procedure to provide information to Self-Service Portal users so that they can contact your IT help desk. After you follow the steps in the procedure, Self-Service Portal users can click Contact IT to display the Contact support box.

All information that you enter is optional. For example, if your organization does not use instant messaging, you can leave the corresponding field empty.

To set the end user portal contact IT settings

  1. In the Service Manager console, click Administration.

  2. In the Administration pane, expand Portal, and then click Settings.

  3. In the Settings pane, click End-user portal contact IT settings.

  4. In the Tasks pane, under End-user portal contact IT settings, click Properties.

  5. In the Self-service portal contact settings dialog box, in the E-mail address box, type the e-mail address that your help desk uses to receive incident requests.

  6. In the E-mail response time box, type the approximate time that your organization takes to reply to user e-mail messages. You can also specify the working hours and the days of the week when the help desk is available.

  7. In the Support phone box, type the phone number that your help desk uses to receive phone calls.

  8. In the Fax number box, type the fax number that your help desk uses to receive faxes.

  9. In the Chat URL name box, type the name that you want to display to users so that they can start an instant message conversation with a help desk technician.

  10. In the Chat URL field, type the URL that your instant messaging infrastructure is configured to use to receive incoming instant message requests. For example, type sip:helpdesk@woodgrove.com.

  11. In the Chat response time field, type the approximate time that your organization takes to reply to user chat requests. You can also specify the working hours and the days of the week when the help desk is available.

  12. Click OK to save and close.