Halo have removed this guide from their knowledge base. This is our last mirrored copy, kept so existing links keep working — it may now be out of date.
Introduction
The Self-Service Portal is where your end-users will navigate to in order to raise and view their tickets, request services and access your knowledge base. A well configured portal will result in minimised agent/end-user interaction, allowing your techs to focus on what matters most - solving problems!
Some of the key terms to note throughout this course include:
- Web Access Level - this is the level of permission an end-user has when interacting with tickets via the self-service portal. this includes viewing and raising tickets.
- Service Access Level - Similar to the Web Access Level, the Service Access Level determines the level of access an end-user has to services on the Self-Service Catalogue.