[{"data":1,"prerenderedAt":762},["ShallowReactive",2],{"guide:zh:service-portal":3},{"id":4,"title":5,"body":6,"description":754,"extension":755,"meta":756,"navigation":757,"path":758,"seo":759,"stem":760,"__hash__":761},"guide_zh/zh/user/service-portal/index.md","服务门户",{"type":7,"value":8,"toc":729},"minimark",[9,12,21,27,33,37,81,84,95,98,186,190,201,205,220,310,325,329,332,378,381,384,390,405,408,415,430,433,440,443,450,452,462,480,483,490,508,511,513,516,565,569,572,575,578,581,584,587,617,620,646,649,655,691,701,704,723],[10,11,5],"h1",{"id":5},[13,14,15,16,20],"p",{},"服务门户为您提供了一个",[17,18,19],"strong",{},"公开且带有品牌标识的受理界面","，组织外部的人员——客户、承包商、公众——无需登录即可提交请求。每份提交的请求都会作为带有公开参考编号的可追踪记录进入您的工作流，提交者可通过链接随时查看进度并进行回复。",[13,22,23],{},[24,25],"img",{"alt":5,"src":26},"/screenshots/service-portal.png",[13,28,5,29,32],{},[17,30,31],{},"包含在所有 Aptli 套餐中","——无需额外解锁。任何拥有服务门户管理权限的管理员均可创建门户，并立即开始收集提交请求。",[34,35,36],"h2",{"id":36},"用途",[38,39,40,53],"table",{},[41,42,43],"thead",{},[44,45,46,50],"tr",{},[47,48,49],"th",{},"适用场景…",[47,51,52],{},"示例",[54,55,56,65,73],"tbody",{},[44,57,58,62],{},[59,60,61],"td",{},"您需要收集没有账户用户的请求",[59,63,64],{},"居民报告电线杆损坏",[44,66,67,70],{},[59,68,69],{},"您希望使用统一、带有品牌标识且基于地图的表单，而非电子邮件中的自由文本",[59,71,72],{},"承包商申请现场定位",[44,74,75,78],{},[59,76,77],{},"提交内容应进入您的工作流并追踪至解决",[59,79,80],{},"一项服务请求转化为工作单并生成报告",[34,82,83],{"id":83},"生命周期一览",[85,86,91],"pre",{"className":87,"code":89,"language":90},[88],"language-text","        ADMIN SETUP                 PUBLIC SUBMISSION              TRIAGE & TRACK\n   ┌────────────────────┐      ┌────────────────────────┐   ┌───────────────────────┐\n   │ Build a portal      │      │ Visitor opens the link │   │ Operators are notified │\n   │  • forms + fields   │      │ (or scans the QR code) │   │ New submission lands   │\n   │  • map layers       │ ───► │ Picks a form            │──►│ in the Inbox           │\n   │  • branding         │      │ Drops a point/line/area│   │  • set status          │\n   │  • sharing (link,   │      │ Fills fields + photos  │   │  • add public/internal │\n   │    QR, embed)       │      │ Submits → gets a       │   │    comments            │\n   │ Publish             │      │ reference number       │   │  • link a work order,  │\n   └────────────────────┘      └───────────┬────────────┘   │    report, or feature  │\n                                            │                └───────────┬───────────┘\n                                            ▼                            │\n                                ┌────────────────────────┐              ▼\n                                │ Submitter tracks status │   ┌───────────────────────┐\n                                │ at /portal/\u003Cslug>/\u003Cref> │◄──│ Status change emails   │\n                                │  • sees progress        │   │ the submitter          │\n                                │  • reads public replies │   │ (new → in review →     │\n                                │  • can reply back       │   │  actioned → closed)    │\n                                └────────────────────────┘   └───────────────────────┘\n","text",[92,93,89],"code",{"__ignoreMap":94},"",[34,96,97],{"id":97},"工作原理",[99,100,101,116,140,150,160,166,180],"ol",{},[102,103,104,107,108,111,112,115],"li",{},[17,105,106],{},"您构建一个门户"," —— 既可以从零开始，也可以通过简短的设置向导，基于适用于您所在行业的常见请求类型的",[17,109,110],{},"现成套件","来创建。一个门户可托管一个或多个",[17,113,114],{},"表单","（例如 “报告隐患”、“申请定位”），每个表单都有独立的字段（姓名、文本、多行文本、数字、是/否、下拉选项、日期、日期与时间、电子邮件、URL、位置、地址、附件）、地图图钉颜色和图标。",[102,117,118,121,122,125,126,129,130,133,134,139],{},[17,119,120],{},"您可分享该门户"," —— 每个门户的 ",[17,123,124],{},"“分享”"," 面板都会提供一个链接、一个可供查看、复制和打印的 ",[17,127,128],{},"二维码","，以及一行 ",[17,131,132],{},"嵌入代码片段","，用于将门户嵌入现有网站。 您还可以使用自己的域名来托管门户，而非默认地址（参见 ",[135,136,138],"a",{"href":137},"#sharing-a-portal","分享门户","）。",[102,141,142,145,146,149],{},[17,143,144],{},"提交者填写表单"," —— 匿名提交，支持任何设备。位置信息可从设备自动获取，或直接在地图上以",[17,147,148],{},"点、线或面","的形式标注。公共地图上还会显示附近先前提交的标记形状，以便用户查看已报告的内容。",[102,151,152,155,156,159],{},[17,153,154],{},"生成记录"," — 记录将与公共",[17,157,158],{},"参考编号","、提交者的语言、几何图形以及任何附件一同存储。如果提交者提供了电子邮件地址，将收到包含该参考编号的确认邮件。",[102,161,162,165],{},[17,163,164],{},"通知操作人员"," —— 订阅了该门户的工作人员将收到一封汇总邮件和推送通知，其中包含指向新提交内容的深度链接。在短时间内收到的提交将批量合并为一条通知，而非每条提交单独发送一条通知。",[102,167,168,171,172,175,176,179],{},[17,169,170],{},"您在收件箱中进行分流处理"," — 进行筛选（包括根据地图上的距离进行筛选），打开提交内容查看详细信息和几何数据，设置其",[17,173,174],{},"状态","，添加评论，并",[17,177,178],{},"将其转换为工作单、报告或地图要素","（见下文）。",[102,181,182,185],{},[17,183,184],{},"提交人将持续收到通知"," —— 状态发生变化时，他们会收到一封引用其公开编号的更新邮件，并可返回跟踪页面阅读回复并进行回应。",[34,187,189],{"id":188},"提交描述问题或选择表单","提交：描述问题或选择表单",[13,191,192,193,196,197,200],{},"门户网站打开时会显示一个**“报告问题”",[17,194,195],{},"编辑器：提交者只需","描述问题** （通过输入或使用设备的语音输入功能）并附上照片，Aptli 会为其自动选择合适的表单——或者他们也可以直接从列表中",[17,198,199],{},"选择一项服务","。 当人工智能功能可用时，描述文本和照片会被路由到最匹配的表单，而**“自动填写”**选项会预先填入字段内容，供提交者核对和调整。 这比让公众自行查找正确表单的流程更顺畅；而简单的表单选择器始终作为备用方案存在。",[34,202,204],{"id":203},"提交内容的流向将其转化为工作任务","提交内容的流向：将其转化为工作任务",[13,206,207,208,211,212,215,216,219],{},"分流不仅仅是状态变更——通过",[17,209,210],{},"提交操作","（分为",[17,213,214],{},"创建","和",[17,217,218],{},"关联","两类），提交内容可以转化为实际工作任务：",[38,221,222,232],{},[41,223,224],{},[44,225,226,229],{},[47,227,228],{},"操作",[47,230,231],{},"结果",[54,233,234,248,261,271,286,296],{},[44,235,236,245],{},[59,237,238,241,242],{},[17,239,240],{},"创建工单"," / ",[17,243,244],{},"关联工单",[59,246,247],{},"根据提交内容创建新的工单，或将其关联到现有工单。",[44,249,250,258],{},[59,251,252,241,255],{},[17,253,254],{},"创建报告",[17,256,257],{},"关联报告",[59,259,260],{},"同上，适用于现场报告。",[44,262,263,268],{},[59,264,265],{},[17,266,267],{},"创建要素",[59,269,270],{},"将提交内容的几何形状和数值作为地图要素提交——暂存至“版本审批队列”供管理员审核，不会直接写入系统。",[44,272,273,278],{},[59,274,275],{},[17,276,277],{},"记录库存变动",[59,279,280,281,285],{},"将其转换为库存交易 ",[282,283,284],"em",{},"（需安装“物料”插件）","。",[44,287,288,293],{},[59,289,290],{},[17,291,292],{},"运行自动化",[59,294,295],{},"手动针对该提交触发其中一项自动化流程——由主管根据判断决定，而非等待规则触发。",[44,297,298,303],{},[59,299,300],{},[17,301,302],{},"转发以供跟进",[59,304,305,306,285],{},"将提交转交至外部系统 —— 参见 ",[135,307,309],{"href":308},"#forwarding-to-an-external-system","转发至外部系统",[13,311,312,313,316,317,320,321,324],{},"每个创建或关联的记录都会在提交中被追踪，并提供 ",[17,314,315],{},"查看"," 和 ",[17,318,319],{},"解除关联"," 功能。 当所有关联记录均达到终态时，该提交将变为",[17,322,323],{},"准备关闭","状态，若您已启用该功能，系统将自动关闭该提交。重新打开已关闭的提交需提供理由。",[326,327,328],"h3",{"id":328},"重复报告的去重处理",[13,330,331],{},"关于同一处坑洼的十个报修不应被拆分为十个独立工单。 有两种工具可处理此情况：",[333,334,335,348],"ul",{},[102,336,337,340,341,344,345,139],{},[17,338,339],{},"合并到…"," — 手动将一个提交归入另一个提交之下；被归入的提交会显示其父提交为 ",[17,342,343],{},"“归入”","（且可以 ",[17,346,347],{},"取消归入",[102,349,350,353,354,357,358,361,362,365,366,369,370,373,374,377],{},[17,351,352],{},"捆绑"," — 系统会对当前提交的报告进行自动分组，并根据",[17,355,356],{},"错误类型","、 ",[17,359,360],{},"按距离","（在您设定的半径范围内）、",[17,363,364],{},"按提交者","或",[17,367,368],{},"按相似度","进行分组。您审核",[17,371,372],{},"建议的捆绑包","，为每个分组选择一个主条目，然后",[17,375,376],{},"应用","——将大量重复报告转化为一个受追踪的项目，其余报告则归入其下。",[34,379,380],{"id":380},"提交状态流程",[13,382,383],{},"每项提交都会经历四个状态。提交者看到的是一个简单的进度条：",[85,385,388],{"className":386,"code":387,"language":90},[88],"   NEW  ───►  IN REVIEW  ───►  ACTIONED  ───►  CLOSED\n   just      an operator      turned into      resolved;\n   arrived   is looking       real work        no further\n                              (linked record)  action\n",[92,389,387],{"__ignoreMap":94},[333,391,392,398],{},[102,393,394,397],{},[17,395,396],{},"状态变更会通知提交者","（内部备注不会），且快速连续的变更会合并为一条消息。",[102,399,400,401,404],{},"达到配置的状态后，提交中绘制的几何图形可",[17,402,403],{},"升级","到真实地图图层上，因此经批准的报告将成为地图上的要素。",[34,406,407],{"id":407},"跟踪与双向回复",[13,409,410,411,414],{},"每个提交都有一个位于其参考链接（",[92,412,413],{},"/portal/\u003Cslug>/\u003Creference>","）处的公开跟踪页面。提交者可以在该页面上：",[333,416,417,420,427],{},[102,418,419],{},"通过进度条查看当前状态。",[102,421,422,423,426],{},"阅读您团队的",[17,424,425],{},"公开","评论——工作人员姓名绝不会被公开；回复显示为来自门户。",[102,428,429],{},"发布回复，该回复将显示在您的分流讨论线程中。",[13,431,432],{},"内部评论仅限工作人员查看，绝不会显示在跟踪页面上。",[13,434,435,436,439],{},"提交者还可以通过跟踪页面（“添加到提交”）向现有提交",[17,437,438],{},"添加照片或文件","——当事后有更多证据时，此功能非常有用。一旦提交被关闭，回复框将被一条说明替换，表明该提交已解决且不再接受回复。",[326,441,442],{"id":442},"我的提交",[13,444,445,446,449],{},"由于没有公开账户，门户系统会将用户的提交记录保存在",[17,447,448],{},"其设备上","。**“我的提交”**列表会重新检索用户通过该浏览器提交的所有参考编号，按时间倒序排列并显示当前状态——因此居民无需登录或手动记录参考编号，即可查看自己报告过的所有事项。（清除浏览器数据会清空该列表； 参考编号始终是追溯单次提交的可靠途径。）",[34,451,309],{"id":309},[13,453,454,457,458,461],{},[17,455,456],{},"“转发以供跟进”"," 将提交内容移交给外部自动化系统——合作伙伴的工单系统、传统工作管理工具——作为真正、可靠、单向的交接。 这",[17,459,460],{},"不会","推进提交的状态；该提交仍保留在您的分流系统中。一个仅限使用一次且会过期的回调链接随转发的数据包一同传输，以便外部系统能够将结果通过 POST 方法回传一次且仅一次。",[13,463,464,465,468,469,241,472,475,476,479],{},"该提交将显示移交的状态：",[17,466,467],{},"已转发 → 等待响应 → 已响应","（或 ",[17,470,471],{},"已过期",[17,473,474],{},"已撤销","）。您可以随时",[17,477,478],{},"撤销回调","，如果外部系统返回了链接，则可在该系统中打开该项。",[34,481,482],{"id":482},"在地图上发布动态内容",[13,484,485,486,489],{},"门户还可以向访客展示除表单以外的内容——即在公共地图上以图钉和形状形式呈现的已发布项目实时动态，每个项目都附有“阅读更多”的链接。将外部动态源（例如新闻或公告动态源）连接到门户的 ",[17,487,488],{},"内容"," 选项卡，新项目将作为“待放置”条目被追踪：",[333,491,492,498,505],{},[102,493,494,495,285],{},"如果项目已包含位置信息，则会",[17,496,497],{},"自动放置",[102,499,500,501,504],{},"如果未包含位置信息，您的团队可通过“内容”选项卡将其放置在地图上，或向知晓其所属位置的人员发送一个 ",[17,502,503],{},"无需登录的放置链接","——对方也不需要拥有账户。",[102,506,507],{},"一旦放置，该条目即会在门户的公共地图上显示，并附带可分享的链接及其专属二维码。您可以随时将该条目标记为已完成，将其从地图上移除。",[13,509,510],{},"这是与提交接收功能相独立的可选功能——一个门户可以只使用其中一种，也可以同时使用两种。",[34,512,138],{"id":138},[13,514,515],{},"每个门户都有一个统一的入口来管理公众如何访问它——即其**“分享”**面板，可通过门户卡片或菜单打开：",[333,517,518,524,532,537,559],{},[102,519,520,523],{},[17,521,522],{},"公开链接","——直接复制。",[102,525,526,528,529,531],{},[17,527,128],{}," — 查看、复制或打印。",[17,530,128],{},"页面还会以可直接打印的网格形式显示每个门户的二维码，并支持按已发布/草稿状态进行筛选。",[102,533,534,536],{},[17,535,132],{}," —— 仅需一行代码即可将门户作为嵌入式框架添加到现有网站中，并附有针对常见网站构建工具的简短操作指南。",[102,538,539,542,543,546,547,550,551,554,555,558],{},[17,540,541],{},"自定义域名（白标）"," —— 默认情况下，门户位于 ",[92,544,545],{},"aptli.io"," 地址下； “共享”面板允许您改用自有域名托管门户——例如 ",[92,548,549],{},"report.yourcity.gov"," 而非默认地址——从而打造完全符合品牌形象的受理界面。您只需将 ",[17,552,553],{},"CNAME"," 指向 Aptli（如果是无子域名的根域名/顶层域名，则将 ",[17,556,557],{},"A 记录"," 指向我们的 IP 地址）， Aptli 会验证 DNS 并自动签发证书，随后门户网站便会在您的主机上响应请求。",[102,560,561,564],{},[17,562,563],{},"公共地址覆盖"," —— 如果您的网站位于门户网站前方且路径不同，您可以告知 Aptli 用户实际看到的地址，这样链接、二维码和通知才能始终指向真实的位置。",[34,566,568],{"id":567},"门户页面","“门户”页面",[13,570,571],{},"“门户”页面是您管理所有运行中门户的入口：每个门户对应一张卡片，显示其公共地址、是否通过默认地址或您自己的域名提供服务，以及一目了然的统计数据——本周的新提交量、 包含多少表单、支持多少种语言，以及是否有待发布的源内容时的警告提示。虚线框的“新建门户”卡片将启动设置向导，该向导为常见请求类型提供现成的入门包，并在门户构建完成后将您引导至“分享”页面。 每张卡片菜单涵盖日常操作：设置域名、分享、查看历史记录、打印二维码、发布或取消发布，以及删除。",[34,573,574],{"id":574},"收件箱",[13,576,577],{},"收件箱是团队日常处理提交请求的地方：带有实时计数（新提交、待审核、已处理、已关闭）的状态栏图标、可搜索和筛选的案例列表（按门户、状态、位置等分类），以及用于批量处理多个提交请求的操作功能。 打开一个提交项将展开为完整的案例视图——一侧显示对话和公开回复，另一侧则有一个侧边栏，包含状态控制、关闭并通知、提交人详细信息以及所有关联记录（工作单、报告、地图要素、转发的工单）。 每位用户均可设置自己的通知偏好，选择希望接收哪些门户和事件的通知。",[34,579,580],{"id":580},"查看门户配置历史记录",[13,582,583],{},"对门户自身设置（包括表单、品牌标识、共享设置以及编辑器中的任何内容）的每次更改都会保存在历史记录中，您可以按门户逐个查看，从而了解谁在何时进行了哪些更改，且该记录与门户收集的提交内容相互独立。",[34,585,586],{"id":586},"实用功能",[333,588,589,595,605,611],{},[102,590,591,594],{},[17,592,593],{},"每个门户支持多个表单"," —— 将相关提交类型归类到一个统一品牌门户下，每个表单均可拥有独立的字段和地图样式。",[102,596,597,600,601,604],{},[17,598,599],{},"照片辅助填写"," ",[282,602,603],{},"（可选）"," — 启用后，上传的照片可预填表单字段以加快提交速度。除非您手动开启，否则该功能默认处于关闭状态。",[102,606,607,610],{},[17,608,609],{},"品牌标识与翻译"," — 公开表单将显示您的徽标和配色方案，并可按提交人的语言进行展示。",[102,612,613,616],{},[17,614,615],{},"地图背景与图例"," — 显示选定的图层（可选过滤），以便提交者根据现实世界中的地物提交请求。",[34,618,619],{"id":619},"关键概念",[333,621,622,628,634,640],{},[102,623,624,627],{},[17,625,626],{},"公开参考编号"," — 每份提交都会获得一个简短且可分享的编号。该编号不包含任何内部标识符，公开使用安全无虞；提交者可通过此编号进行后续跟进。",[102,629,630,633],{},[17,631,632],{},"语言识别"," — 系统会记录提交者的语言，以便确认信息和后续通知均以该语言发送。",[102,635,636,639],{},[17,637,638],{},"速率限制"," — 公共端点设有速率限制以防止滥用；垃圾信息绝不会进入您的工作流。",[102,641,642,645],{},[17,643,644],{},"附件"," — 文件将被存储并与提交关联，在被接受前会进行大小和类型校验。",[34,647,648],{"id":648},"配置",[13,650,651,652,654],{},"服务门户设置位于门户编辑器中，仅对拥有 ",[17,653,5],{}," 管理权限的用户可见。编辑器分为以下选项卡：",[333,656,657,663,668,674,680,685],{},[102,658,659,662],{},[17,660,661],{},"基本设置"," — 门户名称、发布状态和品牌设置（徽标、颜色、页面标题）。",[102,664,665,667],{},[17,666,114],{}," — 创建和编辑受理表单，设置必填字段，选择提交后的操作以及已批准提交将转入的层级，并发布/取消发布每个表单。",[102,669,670,673],{},[17,671,672],{},"地图数据"," — 选择公众可见的地图图层（可选配图层级过滤器和标签），并限定公众表单的功能和显示范围。",[102,675,676,679],{},[17,677,678],{},"工程项目"," — 仅在相关情况下显示，适用于展示附近正在进行的工程项目的门户。",[102,681,682,684],{},[17,683,488],{}," — 关联数据源并管理上述已发布的地图内容。",[102,686,687,690],{},[17,688,689],{},"语言"," — 提供门户网站支持的每种语言的文本内容。",[13,692,693,694,697,698,285],{},"共享和自定义域名的设置位于 ",[17,695,696],{},"共享"," 面板中，而非编辑器标签页中 — 请参阅 ",[135,699,700],{"href":137},"共享门户网站",[34,702,703],{"id":703},"限制与安全措施",[333,705,706,713,716],{},[102,707,708,709,712],{},"从公众端来看，提交内容为 ",[17,710,711],{},"仅追加"," 模式——提交者可以添加附件和回复，但无法编辑原始字段或删除记录。",[102,714,715],{},"速率限制和必填字段验证在服务器端运行，因此精心构造的请求无法绕过这些机制。",[102,717,718,719,722],{},"每次分流操作、关联/解除关联、状态变更和重新开启都会记录在提交条目的",[17,720,721],{},"历史","标签页中，从而保持清晰的审计轨迹。",[724,725,726],"callout",{},[13,727,728],{},"需要本文未涵盖的字段类型或工作流交接功能？Service Portal 支持按部署进行配置——请联系我们，我们将为您评估具体需求。",{"title":94,"searchDepth":730,"depth":730,"links":731},2,[732,733,734,735,736,740,741,744,745,746,747,748,749,750,751,752,753],{"id":36,"depth":730,"text":36},{"id":83,"depth":730,"text":83},{"id":97,"depth":730,"text":97},{"id":188,"depth":730,"text":189},{"id":203,"depth":730,"text":204,"children":737},[738],{"id":328,"depth":739,"text":328},3,{"id":380,"depth":730,"text":380},{"id":407,"depth":730,"text":407,"children":742},[743],{"id":442,"depth":739,"text":442},{"id":309,"depth":730,"text":309},{"id":482,"depth":730,"text":482},{"id":138,"depth":730,"text":138},{"id":567,"depth":730,"text":568},{"id":574,"depth":730,"text":574},{"id":580,"depth":730,"text":580},{"id":586,"depth":730,"text":586},{"id":619,"depth":730,"text":619},{"id":648,"depth":730,"text":648},{"id":703,"depth":730,"text":703},"一个公开的、带有品牌标识的受理界面——包含在每个 Aptli 套餐中——任何人无需注册账户即可在此提交基于地图的服务请求，而您的团队则负责进行分类、响应，并将其转化为实际工作。","md",{},true,"/zh/user/service-portal",{"title":5,"description":754},"zh/user/service-portal/index","tKWVO4GhG5C7LTMOnkZaSlSEhC5ICCWarH79xh3-XGA",1785259933338]