Service Portal

What is the Service Portal?

The service portal is a simplified web interface designed for end-users - employees who need to interact with IT and security teams but do not need access to the full management console. It provides a clean, focused experience for submitting requests and tracking their progress.

Access

The service portal is available at the root of your workspace subdomain. If your workspace is acme.anzenplatform.com, the service portal is at the root URL, while the management interface is at acme.anzenplatform.com/management.

What End-Users Can Do

End-users can perform the following actions from the service portal:

• Submit tickets - create new incident or change request tickets.
• Track own tickets - view the status and comment history of tickets they have submitted.
• View assigned issues - see issues assigned to them for remediation.
• Complete control tests - view and complete control tests assigned to them.
• Comment on items - add comments to their tickets and assigned issues.
• Manage profile - update their username, password, notification preferences, and enable or disable two-factor authentication.

Portal Permissions

Portal access is controlled by the standard role-based permission system. Each portal section requires specific permissions:

• Tickets - requires Ticket:read. Creating tickets also requires Ticket:create.
• Issues - requires Issue:read.
• Control Tests - requires Control:read and ControlTest:read. Completing tests requires ControlTest:update.

When a workspace is created, Anzen sets up a Portal User role with default permissions for tickets, issues, and control tests. A Portal Users group carries this role, and self-registered users are automatically added to it. Admins can customise this role or create alternative roles to restrict or expand access per user.

Portal Section Toggles

In addition to per-user permissions, workspace admins can disable entire portal sections from Administration - Portal Settings. The toggles for Tickets, Issues, and Control Tests act as a coarse override - when a section is toggled off, it is hidden from all portal users regardless of their permissions. This is useful when the workspace does not use a particular module at all.

Designed for Non-IT Staff

The service portal intentionally hides the complexity of the full management interface. End-users do not see the asset inventory, controls, risk reports, user management, or billing settings. The interface is streamlined so that anyone in the organisation can report issues and request changes without needing training on the full platform.

Authentication

The service portal uses the same authentication system as the management interface. Users log in with their email and password, and can optionally use two-factor authentication (TOTP). If the workspace has OIDC/SSO configured, portal users are redirected to the identity provider just like management users.