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Service Portal: documentation for users and admins

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This page contains documentation about the Service Portal for visitors of the pages as well as for admins.

Service Portal status summer 2021

The following service departments have fully moved their department website into the Service Portal: 

Other departments are partly integrated. Upcoming sub projects that have recently started after finishing the evaluation phase:

  • Moving information of Human Resources (HR) to the Service Portal (until fall 2021)
  • Further (functional & technical) development of the Service Portal (until 12/2021)

About the project

This Service Portal project combines different initiatives at the UT, all with the same goal: improving findability of internal service information for employees.

  • Read more
    • An initiative by LISA (Library, ICT Services and Archive) to improve their department's website (utwente.nl/lisa)
    • An initiative by the ET faculty to improve their intranet with ET specific and UT general service information
    • An initiative by UCB (directors of service departments) to make important UT topics (cyber safety & privacy, integrity, etc) easily accessible
    • Improving the UT wide service ABC utwente.nl/products-services (NL: utwente.nl/dienstenabc) that had been set up in 2017, coordinated by MC (Marketing & Communication)

    All these individual proposals have been merged into the Service Portal project as they all intend to reach the same goal. The launch was in the summer of 2020.

    In the old situation, we see UT (faculty) members struggling to find internal information because the information for is spread over different locations:

    • UT service department websites (utwente.nl/hr, utwente.nl/lisa, utwente.nl/fin, etc) for  support information
    • Employee portal (employees.utwente.nl) with UT wide news/events, specific news for your unit and web applications
    • Intranet of your faculty of service department with specific content for your unit (Human Resources, Financial, Facilities, Research Support, etc)
    • ....

    Therefore the aim of this project is to create one central starting point to find information for employees: the Service Portal. When looking for information, in the improved situation

    • the provided services should be accessible through one central spot
    • no matter if intranet or not
    • no matter if unit-specific or UT wide relevant
    • accessible through a search engine that combines all sources
    • visually recognisable as internal information and
    • information should be sorted in a smart way to present unit-specific information on top when the user of a certain unit logs in.

    Step by step, more internal information will be added to this central spot for employees: the information offered by the various service departments, the employee portal information, stand alone project sites, etc. 

General information (for visitors)

The Service Portal bundles internal information for employees in one spot. As part of the information is also relevant for students and guests, most information is publicly available. The primary language of the Service Portal is English. 

  • Login and personalisation of content


    For employees, after login, the employment unit (your faculty or service department) is displayed, on Desktop computers in the left lower corner below the employee's name. 

    You may see two units and be able to switch between those two, even if you only have one appointment at the UT. A second unit shows up when your name/account is listed in the so-called 'Members Plus' group of a second faculty or service department. 


    Parts of the Service Portal al protected by login and information may be personalised for a certain target group (like employees) or even more specific (per faculty of per building).

    • Some pages are only visible after login
    • Some pages contain protected paragraphs that are only available after login*
    • Some pages personalise/sort the content within the  page in a certain way after login*

    *Protected/personalised elements within pages are marked in yellow with a 'personalised' label:

  • Filter by service department

    You may use the filter on top of the page to reduce items by filtering for a certain service department. This brings you to the 'homepage' for that specific department. Shortcut: www.utwente.nl/lisa or www.utwente.nl/mc.

  • Bookmarking pages

    After login, you can bookmark pages (hit the bookmark this page star on the page) and they will be saved in the bookmark section in the right upper corner (star symbol).

    Items are available in the bookmark section after bookmarking:

  • Voting and feedback options

    When logged in, all service portal items show a voting option on the bottom of the page. You can indicate (always anonymously) if that page helped you by hitting the Yes/No button. When hitting no, you may fill in the additional feedback form. 

    After hitting 'No' you can leave your feedback, anonymously if you prefer:

  • UT topics

    UT Topics are (strategic) dossiers/themes that are important to the UT. The content is in most cases listed outside the Service Portal as the type of information is not ABC like information, but more about organisational developments. Having the information placed outside the Service Portal causes two issues for users of the internal Service Portal information:

    • people do not come across that content regularly, although it might have interesting/important information for them
    • decreased findability: when searching/browsing the Service Portal, information from outside the Service Portal will always be listed lower in search results

    Therefore we keep a list of topics on the Service Portal. The tiles on the UT Topics overview directly show a date for the last update, including the title. Topic overview:

  • Search engine

    The internal utwente.nl search engine will most likely present better results than Google as the internal search presents the following items:

    • Google search results as Google search is the basis for our search engine
    • Internal pages that are only visible for your unit or role (feature only available after login)
    • Content from other systems that Google cannot access (like Osiris course catalogue)
    • Content from other tools UT channels (like UT YouTube, UT Twitter, etc.)
    • Manipulated search results:
      • Frequently requested items are placed higher in the results for better findability, sometimes even as banners:
      • Confusing/ambiguous search terms show banners to point you in the right direction to make sure you find the Microsoft Teams documentation when entering the way to common term ‘teams’

  • English vs Dutch

    The primary language of the Service Portal is English. Many pages come with a Dutch translation:

  • Mobile version

    The Service Portal has a mobile version, but optimising the Service Portal for (small) touch screens was not in scope for the first part of the Service Portal project. The basics should work, but it will be optimised in a second phase of the project.

Contact & feedback

Please use the contact link on top to find the UT departments and service desks that can assist you. There is a central contact page which also lists all contact pages for all service departments (HR, Finances, etc). After accepting cookies the UT feedback flag appears on the right edge of your page and lets you submit (anonymous) feedback.

Information for admins

To understand the information below, you need basic general knowledge about the UT WebHare template. This section only explains features that might be new to you as they have not been used in the general UT website template. 

Topics for Service Portal editors

This section in only available for UT employees:

  • Icons in the file list

    Icons for file types

    The icons above indicate 

    • Web forms (item 1)
    • Normal text pages (item 2 and 3)
    • Links (item 4) that duplicate an item. Its original text page is located somewhere else in the Service Portal application, but by placing this link, this item additionally shows up in this second category. (Because people might also search for it here.)

    Status icons per article

    • Green check or red bar: Publication status on the internet. When unpublished (red bar), nobody can access it.
    • Dutch flag: There is a Dutch version of this page available, on top of the default English one. To delete it, open the item, go to the menu and use 'remove translation'. 
    • Eye: This page is only visible after login for a certain group (e.g. students or employees).
    • Person: This page contains content that is in some way personalised by using an inline component (either personalised or protected component).
  • Overview of property settings

    When you access the properties of a file in the Service Portal application, the following options appear:

    • General:
      • Title: 
      • SEO title: 
      • Owner:
        • of the main UT units (service departments or faculties)
        • the owner field determines who is allowed to change the information
      • Last changed/history:
        • shows last change date (including user name)
        • use the history feature to see all change dates and all users involved
    • Services:
      • If published, your item will always be on the central Service Portal.
      • When service X is selected here, it will show up when users filter for service x on the service Portal.
      • You may only select your own department. Other checkboxes are greyed out.
    • Relevance: when this item is shown in a list, place it higher for people that belong to a certain group or for employees that work in a certain building. Two items further (Page level: relevance/visibility) this is explained in more detail.
    • Visibility: makes this page only accessible for people who belong to a certain group or for employees that work in a certain building. Two items further (Page level: relevance/visibility) this is explained in more detail.
    • Notes: If you need to take notes for you and the other admins, place them here. Notes could be names of contacts who are responsible for this content or other agreements about this page (how long do you need to keep it, etc.)
    • Publish: when published, this item is visible on the internet. Keep it unpublished as long as you are initially setting up this page. To do so, only use the save (and not the publish button) when editing the item. Unpublish it later using this checkbox. 

    Folders have a limited set of the same properties.

  • Personalisation on paragraph level: change order or even hide parts

    Within a page you may present content in a different way, depending on who's logged in. Use the two inline components explained below. To add an inline component, hit the {...} button in the toolbar.

    How to recognize these elements?

    Personalised and protected sections within pages are marked in yellow and show a 'personalised' label. 

    In both cases, targeting is available for:

    • employees working in certain buildings
    • employees working at a specific faculty of service department
    • all employees
    • all students
    • all other logged-in users (x-accounts or other local WebHare users)

    Personalisation component

    In the personalisation component, all content is visible for everyone. But when logged in, the content that is relevant for you is shown on top in colour and other (non-relevant) content is hidden behind an orange button:

    Use the orange button to show content relevant to other target groups and hide it again. 

    To add this component, hit the inline component {...} button and select the personalised component from the list. In the pop-up, fill the following fields:

    • Section title personal: the title for your yellow section
    • Button text: text for the orange button at the end of the yellow section, e.g. Show all or Show all contacts
    • Section title general: the title that you will see after hitting the orange button, therefore the title that shows all other items, e.g. All contacts or Other departments
    • General area: for every target group, create a separate row. Example: if you want to show a list of contact for the BMS faculty, create a row here, fill in your content and on the targets tab, check employees - BMS. Repeat this and create more rows for all other target groups you have. 
      Tip: if two target groups have the same content, you may combine them in one row and check the boxes for both target groups.

    Protected component

    The protected component allows you to enter a text paragraph in the first step. The second tab contains all available target groups. Choose your target(s) and save the element. People who do not belong to your target group (and all logged out people) will not see that paragraph. 

    Tip: For the people that meet the requirement to see your text but are not logged in, maybe you want to give them a hint that there is protected content on that page. 

  • Personalisation on page-level: relevance (personalisation) and visibility (hiding content)

    Access the properties of an item or folder in the Service Portal to change the relevance of an item for certain groups or even make the whole item only visible to certain groups. In both cases, targeting is available for:

    • employees working in certain buildings
    • employees working at a specific faculty of service department
    • all employees
    • all students
    • all other logged-in users (x-accounts or other local WebHare users)

    Relevance tab

    When an item is marked relevant for a certain group, users of that group will see that item on top of the list after logging in. If several items in a list are marked as relevant, they will all be moved to the top of the list, then sorted by ABC. All non-relevant items will be placed below, also sorted by ABC. 

    Visibility Tab

    The visibility tab is only available on files and limits the accessibility of the whole page to a certain group. People who are not logged in will see a notification that this page is limited to a certain audience after login, including a login link. Please note: pages that are visible to a limited audience will of course not be listed on the Service Portal for users that are not logged in.

  • Widgets (blocks) on a text page

    If you have worked with WebHare before, you may be used to linking widgets to pages. In the Service Portal they are not linked to pages, but to text paragraphs. 

    To add widgets, follow these steps:

    1. Create your widget in the Publisher in WebHare. Either in an existing website, but preferably in the website called 'Service Portal'. Every support department has a resources section for widgets. See Services Portal > servies > [your own service department] > resources. Make sure you use clear names so others in the same department understand what the widget is about. Use subfolders to sort your widgets if needed. Here is a list of widgets that work for the Service Portal:
      1. Fixed widget (zou kunnen dat die admin only is? dat zou dan zo moeten blijven)
      2. Contact
      3. Contactpersoon
      4. Did you know
      5. Download and links
      6. Facebook
      7. Locations/map
      8. Media
      9. Twitter
    2. Use one of the two options to place your widget(s):
      1. In your text paragraph: add an inline component by clicking the {...} symbol in the toolbar and choose the widget block component. Add your widgets here.
      2. In the right (white) area: add an inline component by clicking the {...} symbol and select section element. This is a text element with widgets placed next to it. Fill the text section (or copy paste your current text there) and add the widgets on the widgets tab. 
        Tip: the inline components named personalised and protected also contain options to place widgets next to the text.
  • Store files in the publisher

    Every service deparment's folder in the Publisher has a resources folder to store some files. This folder is most likely used for: 

    •  widgets: Widgets need to be created and stored somewhere before you add them to you page. This is the location for it.
    • files: Usually you place your files in a download & links component in your text paragraph. If your downloadable files like PDFs are updated a lot, the link to the PDF keeps changing. That might be inconvenient when a lot of other pages link to your PDF. In that case you can better store the PDF in the resources folder, as replacing the file will keep the PDF on the same URL. 
  • Publish in a second category (with a link)

    To publish an item (only available for a normal text page) in a second category, create a new link. For this link, do not forget to set the properties on the other tabs. 

    If you see a link and need to know where the main item is located, please use the right mouse button to look up the main location. 

    Every link has the same language settings as the original item. Therefore you cannot add or remove a Dutch version attached to the link.

  • Web forms

    Besides normal files, you can create forms in the Service Portal. Basically, they work like the forms in the publisher. Forms cannot have a Dutch translation and are always in English. If you have a form in the Publisher and need to move it to the Service Portal application, please contact one of the main admins. They can move your file to the right location.

    In the first phase, inline components and headings are not possible above forms.

  • Dutch vs English (incl. SEO titles/findability)

    Basic setup

    The Service Portal is set up in English, but many pages contain a Dutch translation. This option may be relevant for: 

    • Legal information that must be published in Dutch
    • Manuals that are mainly relevant to Dutch staff or manuals that are easier to understand in Dutch

    Not all manuals are translated to Dutch. In some cases like fast-changing manuals it could be too much effort to keep both languages updated.

    Add a Dutch version

    Every new item you add to the Service Portal will be the English version. If you need an additional Dutch version of the same page, open the English article and use the menu > add a translation. Please note: forms do not have a second language and links are automatically available in the same languages as their original file.

    Improve findability

    Dutch pages will not be available in public search engines like Google. This is why: search engines require full Dutch pages, where all menus, paths and button etc are also in Dutch. As we do not have a full Dutch Service Portal, this is impossible. To meet Google's requirements we do not index the Dutch pages in public search engines. On the other hand, the search engine within utwente.nl will show the Dutch pages.

    SEO titles

    SEO titles are not directly visible in your website but will only show up in the list of search results and as the title of your browser tab. For best findability we advice to use the title and SEO title as follows: 

    • Title of English item: Campus barrier pass
    • SEO title of the same item: Campus barrier pass (slagboompas)
      • We will automatically postfix your SEO title. It will therefore show up as:
        Campus barrier pass (slagboompas) | Service Portal | University of Twente

    If the titel of the item is not enough for people to understand what the item is about, you may want to add even more information to the SEO title. Example: a folder called Microsoft Teams, and 10 items in it. One item is called Apps & Services. If you only see the title Apps and Services in the Google Search results, you will not recognize that it's about Microsoft Teams:

    Therefore you may want to add the name of the folder above to your SEO-title:

    • Title of English item: Apps & Services
    • SEO title of the same item: Apps & Services | Microsoft Teams 
      • We will automatically postfix your SEO title. It will therefore show up as:
        Apps & Servcies | Microsoft Teams | Service Portal | University of Twente

    Do you need to add both the folder above and a Dutch version to your SEO title? In the Apps & Services example, you could use: 

    • Title of English item: Apps & Services
    • SEO title of the same item: Apps & Services (Applicaties & diensten) | Microsoft Teams 
  • User rights

    If you need to request user rights for someone else or just want to understand how the rights work, here is some explanation. 

    User rights per file or folder

    Rights can be granted per main category, subcategory or on item level. This enables the user to edit the current information. A user with these rights cannot create new items. If this is required, additional rights need to be granted (see option 1 below).

    User rights per main unit 

    Rights can also be granted per main unit (faculty or service department) and are available on three different levels:

    1. Main unit creator: can create items on behalf of unit X in the folders he already has rights for. This role is used in combination with the folder rights mentioned above.
    2. Main unit editor: can edit all items owned by unit X and create items in folders that are owned by unit x
    3. Main unit manager: can edit all items owned by unit X, can create items in folders that are owned by unit x, can edit the main unit settings available in the menu of the Service Portal application and can edit the department's homepage (banners, quicklinks etc) 

    Ad 3) This contains

    • basic settings like name, abbreviation and AD group of the department
    • option to show subcategories as main category for your service department.
  • Export feature and separate export of bookmarks

    General export

    In the Service Portal application, there is an 'export' feature in the menu. This export allows you to export a list of all Service Portal items including some meta information. Use this overview to see

    • If your items have been voted helpful yes/no
    • What items have not been changed in a long time
    • Which contact persons (that you may have listed in the note section) need to be updated
    • Which pages at other departments have targeted sections for your own department
    • What pages are owned by your department
    • etc.

    Export bookmarks

    See what pages are currently bookmarked. There are two numbers available: 

    • How many employees have bookmarked page x.
    • How many students have bookmarked page x.
  • Website analytics

    Analytics are available and discussed in the monthly Service Portal meeting, where all service departments/faculties that have already joined the Service Portal are represented. Any Service Portal editor can insights for their page(s): 

    1. Google Analytics (GA) login access for the full 'Service Portal' view in GA or
    2. receive weekly/monthly reports for either the full Service Portal or a more specific URL (a main folder or a specific item).

    After Google Analytics login

    If you log in yourself you can access the general analytics facilities, see for example behavior > site content > all pages for numbers of page views. There are some additional features set up for utwente.nl, like counting 404 pages or seeing numbers for pdf downloads. See behavior > events > top events. On top of that, we arranged specific features for the Service portal, available on behaviour > events > top events > service portal. This section gives insights about search terms on the Service Portal, bookmarked pages and the use of the feedback-option below an article.

Topics for the main admin per service department

This access to this section is limited to service department employees (LISA, MC, HR, etc).

  • Homepage of your department

    The ABC items are automatically loaded in your homepage (like www.utwente.nl/mc), but some additional information around that can be edited by the department's website team:

    All changes can be made in the Publisher: Service Portal website > services > your service name (folder), e.g. the folder 'mc'. 

    • Contact/about us: file about us/contact in your folder
    • Four banners in the header: open the properties of your folder  > tab header
    • Quicklinks, sliding photo banners, topics: open the properties of your folder  > tab sidebar (news/events are also set on this tab, but please do not touch these settings)

    If you have a news/event section on your department's site, use the NEO application in WebHare to add news/events. 

  • Contact page

    Your contact page is listed in the publisher, in your department's folder.

  • Other one-time background settings

    In the Service Portal application, use the menu > settings manage main units to access your department's general settings. Most of them should never be changed, as these settings are very important to keep the Service Portal working.

    The second tab categories contains a list of all Service Portal main categories. In this list, check the boxes if you don't want that main category on your department's site, but if you prefer to use the subcategories instead. Example: communication is a main category on the central Service Portal, but when filtered for MC, communication does not make a lot of sense, as 95% of the MC content would be in that category. Therefore the box is checked and the MC Service Portal lists the subcategories: internal communication, websites, marketing, press department, etc. 


Admins of all service departments and faculties that have already joined the Service Portal meet at least monthly. For input or questions, please contact serviceportal (a) utwente.nl

A list of all contacts for all categories will be available soon.