Comparison of Self Service Management Portal V2 and V3
Role: Administrator
The Self Service Management portal has evolved significantly from V2 (formerly known as Modern) to v3. Self Service v3 provides a responsive interface that works across all devices, supports advanced workspace customization, and includes a central place for announcements. It ensures data accuracy and consistency, making it the best choice for organizations that want a simple, secure, and user-friendly self-service experience.
The following table outlines the key differences between the Self Service portal V2 (formerly Modern) and Self Service portal v3:
Features | Self Service Management portal V2 (formerly Modern) | Self Service Management portal V3 |
|---|---|---|
Workspace | | |
Knowledge Center | Provides full Knowledge Center capabilities. | Introduces Knowledge Object Workspace as a flexible, intuitive alternative supporting grid and form views for a streamlined experience. For more information, see Configuring the Knowledge Workspace. |
Announcements | Not supported. | Supports the Alerts and Announcements workspace to share important messages, such as system upgrades, security alerts, and bulletins. For more information, see Configuring the Announcements Workspace. |
Workspace Customization | Version 1 - allowed editing of custom workspaces. Version 2 - does not support custom workspaces or drag and drop customization. | Supports custom object workspaces in read only mode for data integrity and control, plus drag and drop workspace customization for ease of use. |
Workspace Configuration | Limited support for catalog workspace configurations, example confirmation dialogs and navigation settings. | Supports service catalog workspace configurations including confirmation dialogs and navigation settings, with options to disable configuration dialogs on desktop or mobile UI. |
My Items | | |
Layout and Fields Configuration | Supports both OOTB and custom layouts for Service Requests, Incidents, and other business objects. | Uses a standardized OOTB layout for all configured business objects; dynamically selects fields for details section; consistently displays key sections and standard summary fields. |
Field Customization | Supports customization of Service Request fields, including displaying Tasks in the UI. | Does not support customizing OOTB fields, Tasks are not displayed in the UI. |
Card Layout Customization | My Item cards are configurable. | The Item cards are user predefined, non customizable. My Item card layouts designed for consistency. |
Status Train | Configurable status train. | Now includes a configurable status train, accessible from the My Items Status Mapping workspace. |
Info Card | Not configurable. | Predefined info card layout for clarity and uniformity. |
Request Offering | | |
Post-Submission Editing | Allows editing requests after submission. | Prevents editing requests after submission to maintain data accuracy and integrity. |
Form Layout Options | Supports one, two, and three column layouts for request forms. | Supports one, two, and three column layouts for request forms, consistent with the current V2 behavior. |
Section Navigation Using Category Headers | Supports multi-step (wizard-style) form navigation using category headers. | Uses category headers only to group fields in a single-column layout; wizard-style navigation is not supported. |
Rendering of Name and Description | Supports rendering HTML content in Name and Description fields of request offerings. | Supports rendering HTML content in Name and Descriptions fields of request offerings. |
HTML Support in Field Elements | Supports HTML in labels, descriptions, default values, and help hints. | Supports HTML in descriptions and help hints, strips HTML from labels and default values. |
Help Hint Interaction | Allows clicking links inside help hints for additional information. | Displays help hints as non-interactive tool tips while rendering HTML content for readability. |
Anonymous Request Submission | Supports request submissions by anonymous users. | Requires user authentication for request submission; anonymous access is not supported. |
User Interface Configuration | | |
UI Management | Manage UI settings through User and Permissions > Roles and Permissions, select a role and configure UI options (Modern Analyst UI, Modern Self Service UI). | Manage UI settings through the new Style Editor page, listing all created roles for configuration and management. For more information, see Customize User Interfaces with the Style Editor. |
Default UI Assignment | Roles default to Classic UI (UI V1) unless manually changed. | All roles default to Classic UI (UI V1) unless exceptions are added. |
Role-Based UI Exceptions | You can add exceptions to roles through the Roles and Permissions page. | Add exceptions through the Style Editor, see Adding Exceptions in Working with the Style Editor for details. For more information, see Create Custom Role Exceptions. |
Alerts and Notifications | Alerts display prominently on the Home page. | Displays alerts on the homepage. Provides a centralized notification area, where users can access alerts and notifications from the Notification icon in the top right header. |
Form Offerings | Supports full functionality, including all field types, properties, special fields (CI Map, Image Viewer, Journals), tabs, and action buttons. | Supports core functionality focused on fields compatible with mobile analyst view, only primitive data types and limited properties are supported, tabs and some special fields are not available. For more information, see Creating a Form Offering. |