Start with onboarding
Structured intake
A catalog request gives the customer a form instead of an open-ended email.
MSSP/MDR · Technology
A front door for every customer.
Requests and cases, in their context.
Enable the Self-Service Portal for customer request intake and tracking, with a catalog configured for the service you deliver. Customers browse available requests and follow permitted cases in their own context, while the catalog determines which submissions need approval from your team.
Enabled and configured per customerRequest intake and trackingCatalog-based approval rules
Security Operations PortalNorthstar
NorthstarCustomer request portal
Service Catalog
Log extractionSubmit a request for review.Needs approval
Access reviewSubmit a request for review.Needs approval
Incident reportRequest details through the catalog.
Threat intelRequest details through the catalog.
Custom requestRequest details through the catalog.
Log extraction
ScopeNorthstar identity sign-in logs
PeriodCustomer-specified period
PriorityHigh
Submit request
Needs approval
This catalog item needs approval. Track it in My Requests.
My Requests
Log extractionNorthstar
PendingAccess reviewNorthstar
ApprovedIncident reportNorthstar
In ProgressThreat intelNorthstar
CompletedFollow your requests here. Approval requirements follow the configured catalog.
Cases
Security cases related to your organization
NS-104Privileged account activity
Investigation- Case
- NS-104
- Organization
- Northstar
- Phase
- Investigation
Northstar
Requests and permitted cases in your customer context.
Enabled and configured per customer. The request catalog determines which submissions need approval.
Northstar opens the Service Catalog in the Security Operations Portal. These catalog items are illustrative.
The customer chooses Log extraction, fills in the request form and sets a priority.
My Requests gives the customer a place to follow submitted work. Approval requirements come from the configured catalog.
Cases shows security cases related to the customer's organization, within its permitted scope.
Illustrative customer workflow
01 - What it does
Give requests a place to start.
Replace the unstructured opening email with a request from the service catalog. A customer chooses the request type, fills in its form and can return to follow the work.
Let the catalog shape the handoff.
Requesters can browse log extraction, access review, incident report, threat intel or a custom request. The form gathers the request and its priority. Your configured catalog determines which submissions need approval, so the customer has a defined starting point and your team can review the request against the service it provides.
Requests arrive with the fields your team needs, not as an open-ended email.
Northstar: customer portalExample
- Status
- Enabled
- Catalog
- Configured for the service
- Approval
- By request type
- Cases
- Permitted customer cases
Illustrative setup. Catalog and approval rules are configured for the customer.
A place to follow work
Customers return to their requests and permitted cases for context.
02 - How it works in the product
Configure the front door around the service.
Enable the customer request portal and configure intake before inviting customers into the workflow. Check the catalog and approval requirements so a request follows the service you intend to deliver.
- 01Self-Service Portal
Enable and configure the customer request portal for the tenant.
- 02Service Catalog
Choose the request types and forms your service offers, with their approval rules.
- 03My Requests
Customers submit requests and return here to follow their work.
- 04Cases
Customers follow permitted security cases related to their organization.
The customer request portal is a separate feature from The Portal edition. Request intake does not establish an entitlement to automated fulfillment.
03 - How it connects
Connect customer access to case context.
The customer view sits beside the operational service: the edition you license and the access you configure are two different things. Casebook keeps investigation evidence and decisions together for your team.
Works with
In the editions
The Portal, Autonomous SOC and SecOps PlatformEnabled per tenant
Separate customer-facing feature. Confirm the enabled configuration and any fulfillment modules.
04 - What it means for your service
Fewer status emails. Clearer requests.
Customers ask through the catalog and come back to follow their requests and permitted cases, instead of emailing your team for an update. The catalog you configure decides which requests need approval.
Less intake clarification
Use a request type and its form to establish what the customer needs.
Approval rules stay explicit
The configured catalog determines which submissions need approval.
A shared point of reference
Customers follow their own requests and permitted case work.
Start with one customer
- 01Choose one request
Configure a catalog item around a service you already deliver.
- 02Check its approval rule
Review what the customer submits and which requests need approval.
- 03Review the customer view
Confirm the customer can follow its requests and permitted cases.
Questions about Self-Service Portal.
1Is The Portal the same thing as the customer portal?
The Portal is a product edition whose default modules include multi-tenant operations, Case Router and Case Prioritizer. The self-service customer portal is a separate feature for submitting requests and following permitted cases. Distinguish the edition you license from the customer-facing access and workflows you configure.
2What can a customer do in the portal?
Customers browse the Service Catalog, fill in a request form and set a priority. They can follow their requests and permitted security cases related to their organization. The request catalog and approval rules are configured for the service.
3Does every request need approval?
The configured request catalog determines which submissions need approval. Enabling the customer request portal does not mean that every request is approved or fulfilled automatically.
Have any other questions? Talk to our team
Give the customer
a clear way into the service.
Review your request catalog and customer workflow with the Imperum team.