Guides for employees

These guides are for every employee. No special role is needed unless a guide says otherwise; some features must first be switched on by your company. Labels in bold are the texts you see on screen.

Get started on the portal home

Find your way around the home page and search the company.

Prerequisites: an active account in your organisation. No special role needed.

1. Sign in with your company account. You land on the portal Home.
2. Read the greeting line. Use the header navigation Home, News & events, People and Services to move between areas.
3. To search, type into Search the company and choose Search. Results are grouped into Knowledge, Services, People, Company updates, Events, Quick links and My requests.
4. Use a quick action: Report an issue, Request something, Find an answer or Track my activity.
5. Scroll down to News, Events, Quick launch, For you and Service status.

What happens next: nothing is changed. The You badge in the header shows items that need your action; on the current release it counts mandatory acknowledgements.

Tip: the portal works on your phone as well. Set it as your browser start page so it opens every morning.

Read and acknowledge a company update

Read important updates and confirm mandatory ones.

Prerequisites: any employee. Mandatory acknowledgements are available when your company has switched them on.

1. On Home, read the current company update. Use the arrows to move through the others, or click View all to open Company updates.
2. Open an item under Needs action with Read update.
3. Read the publication and its attachments.
4. In the box Acknowledgement required, click Acknowledge.

What happens next: the box changes to Acknowledged with the confirmation "You have acknowledged this publication." The item disappears from Needs action and from your You badge.

Important: an acknowledgement is recorded permanently and cannot be undone. Read the document before you confirm.

Browse news and events

Catch up on company news and upcoming events.

Prerequisites: any employee.

1. Click News & events in the header.
2. On the News tab, filter by topic or search by title, topic or location. Click Read to open an article; use Load more for older items.
3. Switch to the Events tab and choose Upcoming or Past.
4. For an event, click Add to calendar, or Join to open its external page.

What happens next: registration, if any, happens on the linked page. TENSOR does not store who attends.

Vote in a poll

Give your opinion in an employee poll.

Prerequisites: any employee in the poll's audience; polls must be switched on.

1. On Home, find the Poll section.
2. Answer each question on the scale, slider or with a choice.
3. Click Submit vote.

What happens next: you see "Thanks — your response was recorded." If enough colleagues have answered, the results appear under How colleagues responded; otherwise you see Results are on the way.

Note: a poll marked Anonymous stores your answer without your name. You can vote only once, and an anonymous vote cannot be changed afterwards.

Report an issue

Tell IT that something is not working.

Prerequisites: any employee who may report issues.

1. Click Report an issue on Home or under Services.
2. In What isn't working?, write a short summary, for example "Laptop will not start".
3. In Tell us what happened, describe what you did, what you expected and what happened instead.
4. Choose a Category.
5. Optionally click Add affected item, search your devices and published services, and add the right one.
6. Answer any Additional questions.
7. Check the suggested help articles; one may already solve your problem.
8. Click Submit issue.

What happens next: the page Issue submitted shows the Reference and Status. TENSOR notifies you when there is an update. Use View issue to follow it or Go to My activity.

Tip: if submitting fails, your text is kept. If TENSOR says an earlier version may already have been submitted, check My activity before you send it again.

Follow your issue and reply to the service desk

See the progress of an issue and add information.

Prerequisites: you reported the issue.

1. Open My activity (header or Track my activity) and click the issue in Requests & incidents.
2. Review the status, What you reported and Affected items.
3. Read the Conversation; messages from the service desk are marked Service desk.
4. Type your message under Reply to the service desk and click Send reply.
5. Use Check for updates to refresh.

What happens next: your reply is visible to the service desk ("Reply delivered."). If the issue was closed, your reply reopens it or starts a follow-up request, which you can open directly.

Note: if delivery is not confirmed, your reply is kept; click Retry.

Request a service

Order something from IT or another team, for example access or equipment.

Prerequisites: any employee allowed to raise service requests.

1. Click Services in the header.
2. Search in Search employee services (for example "new laptop") or browse Browse by area.
3. On the service you need, click Submit request.
4. In the request form, check the Catalog item, enter a Title and, if needed, a Description.
5. Fill in the Catalog fields for this service.
6. Click Submit request.

What happens next: the request is created with state Submitted. If the service needs approval, it waits for the approver ("Waiting for approval" in My activity). For a bundle, TENSOR creates one parent request plus one request per team involved.

Tip: not sure which service fits? Use Get help under Not sure where to start? and describe what you need.

Limitation: the request form labels are not yet translated into German.

Request a change

Ask IT to change something, such as permissions or a configuration.

Prerequisites: any employee; the company has switched on change proposals.

1. Open Services and click the Request a change tile.
2. Fill in What should change?.
3. Optionally add Details (optional).
4. Explain Why is it needed?; IT uses this to decide.
5. Optionally set Needed by (optional).
6. Click Send request.

What happens next: you see "Your request was sent." It appears under My change requests in My activity as Waiting for review. You are notified when IT accepts or declines it.

Tip: changed your mind? Click Withdraw on the request while it is still waiting for review.

Keep track of everything in My activity

See all your open items in one place.

Prerequisites: any employee.

1. Click My activity or the You badge.
2. Check the summary: Needs attention, Open requests, Open incidents, Unread updates.
3. Under Needs your attention, click Acknowledge or Review for each item.
4. In Requests & incidents, filter with All, Open, Waiting or Completed, or search.
5. Open an entry to see its details; use New request to raise another request.
6. Read Recent updates for the latest notifications.

What happens next: everything here is yours only. When nothing is pending, you see You are all caught up.

Limitation: pending approvals are not yet shown in My activity. Approvers decide in the IT workspace or on a chat approval card; see Guides for managers and approvers.

Find an answer in the knowledge base

Solve a problem yourself with a help article.

Prerequisites: any employee.

1. Click Find an answer on Home, or open Knowledge base.
2. Type into Search the knowledge base or choose a category.
3. Open an article from Articles.
4. At the end, answer Was this article helpful? with Yes, it helped or No.

What happens next: your rating is saved ("Thanks — your feedback was saved.") and helps the knowledge team improve articles.

Tip: when you report an issue and a suggested article solves it, click This solved it — don't file a ticket. No ticket is created.

Chat with the service desk

Get quick help in a live conversation.

Prerequisites: any employee; live chat is switched on.

1. Open Live chat in the portal.
2. Enter a subject in What is this about? and click Start chat.
3. Type in Your message and click Send.
4. To stop without creating an issue, click End chat and confirm.

What happens next: if the service desk needs to work on it, the conversation becomes an issue with the full transcript ("Your conversation became an incident"). Click View issue to continue there.

Find a colleague or the owner of a system

Look up a person, their team or who is responsible for a service.

Prerequisites: any employee; the people directory is published.

1. Click People in the header.
2. Type into Search people…, or filter by team or location.
3. Switch between table and card view if you prefer.
4. Open a person to see Contact, Reporting line, Expertise and what they own.
5. Open Org structure to browse teams and reporting lines.

What happens next: you see only the fields your company has published and only the people within your visibility scope.

Note: if the directory shows as unavailable, your company has not switched it on yet. This requires the works council's agreement.

Check your profile and assigned assets

See your details and the devices, services and licences assigned to you, and get help for one of them.

Prerequisites: any employee.

1. Open You and choose My profile to check your details; use Edit in settings for fields you maintain yourself.
2. Choose My assets to see Devices, Services and Software licences.
3. On an asset, click Report issue and confirm Yes, report it to open an issue with the asset filled in.
4. Or click Request service to see the services available for this kind of asset.

What happens next: the issue or request form opens with the asset already selected.

Tip: check the knowledge base first: Search the knowledge base under Need help with something you own?

Set your language, notifications and accessibility

Adjust the portal to how you work.

Prerequisites: any employee.

1. Open your account settings via You → My profile → Edit in settings.
2. Under Language & region, choose the UI language (English or German), Notification language, Timezone and number and date formats.
3. Under Notification preferences, choose Channels, Categories, quiet hours (From, To) and digest frequency, then click Save preferences.
4. Under Accessibility, switch on Reduce motion, High contrast or Always show focus ring, and choose a font size.

What happens next: your settings apply to your account on every device and override the company defaults. See Personal settings for the full reference.

Note: the Compliance notification category is Always on, so mandatory policies always reach you.

Download your personal data

Get a copy of the personal data TENSOR holds about you.

Prerequisites: any employee; the company has switched on the data export.

1. Open your account settings and choose Privacy & data export.
2. Review Data held to see which categories of personal data are stored.
3. Under Export personal data, click Download data export.

What happens next: a JSON file with your personal data is downloaded. Secrets such as token values are never exported, only their metadata.

Note: if you see "Data export is not enabled for this tenant", contact your administrator or data protection officer.