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Help employees find their tickets directly from the Self Service search bar in Ivanti Neurons for ITSM.
In this NCSi how-to video, Thomas Adriaansen demonstrates how to add “My Items” to Self Service search results alongside service catalog request templates and published knowledge articles. This simple configuration change gives employees easier access to their existing tickets using keywords, ticket numbers, or other searchable fields.
You’ll learn how to:
• Locate the appropriate Self Service role in Roles and Permissions.
• Add My Items under Top Level Tabs → Search.
• Configure the title, preview text, and My Item Brief hover panel.
• Save your changes and test the updated search experience.
Thomas also explains which role to select when using Enterprise Service Management for departments such as IT, HR, and Facilities.
Administrator access is required to make these changes.
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