ILMS-Self-Service-Portal-Reference-Guide (3).pdf

U.S. DEPARTMENT of STATE

ILMS Self Service Portal Reference Guide The Integrated Logistics Management System (ILMS) is a web-based information system that is the foundation for the Department of State’s federal assistance management system – MyGrants. The ILMS Self-Service Portal (SSP) is where ILMS users communicate with the ILMS Support Desk. ILMS users submit and track support desk tickets, and communicate with the ILMS Support Desk, who respond and update those tickets.

ILMS Self Service Portal Access Overview A link to the Self-Service Portal is available by clicking ILMS Self Service Portal link at the bottom of all MyGrants pages or directly from ILMS Service Portal - ILMS Support Desk

(https://afsitsm.servicenowservices.com/ilms).

New Users

1. To create an account, click the Here link under Need an Account? header on the login page.

2. Complete the form with the requested information and click the Submit button.

3. You will receive an email with a temporary password to the address you used when creating your account.

4. Log in with the temporary password, using your email address as the User Name. You will be prompted to create a new password the first time you log in to the Self-Service

Portal.

5. After you create a new password and log in, navigate to the ILMS Support Desk Profile link on the black banner at the top of the screen and update your Location, Date format, and Time zone fields.

https://afsitsm.servicenowservices.com/ilms

How to Submit a Ticket

The Ticket Support tiles are the first thing users see when accessing the ILMS SSP and how a user submits a Support Desk Ticket.

1. From the Self-Service Portal Home page, select the Federal Assistance category tile to open a catalog of common Federal Assistance ticket types.

2. Review the descriptions of each catalog option and click on the title link of the applicable Federal Assistance Issue to open a new ticket.

3. On the new record, review the Name of Ticket Submitter field. User information automatically populates based on your profile details.

4. Complete all required fields (marked with a red asterisk) and attach any available screenshots or supporting documentation that will help the Support Desk better understand your issue.

Note: Required fields vary based on issue type.

5. Click the Submit button once the ticket is complete.

6. A confirmation message appears. The submitter of the ticket, the individual in the On

Behalf of field, and everyone in the Watch List field receives an email with the ticket details.

The On Behalf of

/ CC field allows users to submit a ticket on behalf of another person.

The Watch List allows users to notify additional people of ticket updates by adding them to notification emails.

Use the paperclip icon in the bottom right corner to attach documents.

My Actions

The My Actions section under the category tiles shows which tickets require more information as well as Feedback Survey links for completed tickets.

Click the Submit

Another Ticket button to start the process of opening another ticket from the category tiles.

Click the View My

Tickets button to go to the My Recent Tickets table and review the status of all recent tickets.

My Recent Tickets

The My Recent Tickets section provides information for each ticket a user submitted with real-time updates.

Known Issues The Known Issues section is a real-time list of all ongoing issues affecting ILMS. Users can use this information to avoid those issues or recognize an issue they are currently experiencing.

Click the ticket

Number link to review or update ticket information.

Click the See

All Tickets link to view a table of all tickets.

Planned Outages The Planned Outages section provides a list of all planned outages across all ILMS modules. Users can utilize this information to avoid scheduling important ILMS activities during an upcoming outage.

How to Update a Ticket

The Support Desk may require additional information to address your issue. You will receive an email notifying you about the additional information needed. The Support Desk will likely request screenshots if you did not originally attach them to the ticket. Upon accessing your

Self-Service Portal Home page, an Additional Information Required task for your ticket will be in the My Actions portlet.

Once you submit a ticket, you can add additional comments and screenshots at anytime.

You can access the ticket though the Home page by selecting the ticket number within the

My Recent Tickets portlet. If the ticket requires action, it also appears in the My Actions portlet.

Type additional information or details into the

Additional comments box

Type additional information or details into the

Additional comments box.

Use the

Activity field to directly communicate with the

Support Desk about your ticket. Click the Post button to send your message.

How to Complete a Satisfaction Survey

Once a ticket is in Resolved status, you will receive an automated email to complete a survey.

There are two ways to access the survey:

a) Click the link included in the email notification.

b) Visit the ILMS Self-Service Portal Home page and select the survey.

Each survey is available for 7 days. When completing the survey, please provide as much information as possible. Your feedback is valuable and is used to improve the Support

Desk’s quality of service.

Click the paperclip icon in the top-right corner to add attachments to the ticket.

Click the Close My Ticket button at the top right-hand corner to close a ticket prior to the Support

Desk providing a resolution.

After adding comments and attachments, click the Update

Ticket button at the bottom of the ticket to send them to the Support

Desk team.

The first survey question indicates if the Support Desk resolved your ticket.

▪ Answering Yes populates three survey questions to rate your satisfaction with the level of support received.

▪ Answering No and submitting the survey reopens your ticket. Please provide detailed information in the Comments box to help the Support Desk address your reopened ticket as quickly as possible.

Survey questions utilize a 5-point satisfaction scale with Very Dissatisfied appearing on the LEFT side of the scale and Very Satisfied appearing on the RIGHT side.

After answering the survey questions and providing additional feedback or comments on your experience, click the Submit button to close the survey.

The ILMS Support Desk is also available by phone at +1 (888) 313-4567. For more information about ILMS Self-Service Portal and MyGrants, check out the MyGrants Grantee

Training Resources.

https://www.youtube.com/playlist?list=PLCvsaPuioEVDXqrbD_w3WOSjx4Ug8YKSL&si=jZPeSndumqw_WhCN https://www.youtube.com/playlist?list=PLCvsaPuioEVDXqrbD_w3WOSjx4Ug8YKSL&si=jZPeSndumqw_WhCN