Self-Service Portal
22 guides
Allow Users to Self-Issue Items
This guide explains how to enable users to self-issue items through a portal. It covers steps to allow item viewing and incorporates an 'Items Issued' field in relevant ticket types. Users can browse and select items necessary for resolving incidents or making new requests. Additionally, a catalogue view can be enabled for user-friendly navigation, and items can be restricted to suit specific services. The guide also describes showing a summary screen for users to review their selected items before submitting a request.
Anonymous Ticket Logging
Appearance/Home Screen
The article provides a guide on configuring the appearance of the Self-Service Portal's home screen. Key sections covered include basic configuration options, home screen configuration, and customisation for a unique end-user experience. Users can personalise portal title, welcome message, color theme, logo, and use custom CSS. Authentication options allow login configurations, and portal customisation can be set at customer and organizational levels. The home screen can be styled with background images, display options, and additional interactive elements like upvoted articles and service status.
Changing the Self-Service Portal Language
Conversational Agents
The guide provides a comprehensive overview of virtual agents in Halo's chat bot, detailing their functions for both end-users and agents. It explains how to use virtual agents to search knowledge bases, log or update tickets, and manage service requests. The article also covers customizing virtual agent functions and creating new agents, including setting up AI connections with OpenAI or Azure OpenAI. Specific features like uploading attachments and custom function setups are highlighted, with instructions on configuring these tools for enhanced efficiency and service delivery within chat profiles.
Emails with New Ticket Hyperlinks
Google Analytics in the Self-Service Portal
Halo Live Chat - Embedded on Other Sites
The article provides a guide on how to embed the Halo live chat on external websites, including configuring custom fields and chat behavior. It explains setting access to allow the chat to function without user login, and details the embedding process using JavaScript. Users can override chat properties based on webpage criteria, like starting steps and appearance. Custom field data can be populated via the Events API, and there's a method to avoid sending user info directly in JWTs. It also covers syncing chat data with ticket custom fields and progressing chats based on custom field values.
How to Create New Request Buttons within a Service
Making Dashboards Available to Users on the Self-Service Portal
Managing Multiple End User Portals
This guide explains how to manage multiple end-user portals within the Halo platform. It covers setting up additional portals, customizing branding for each portal based on organization or customer requirements, and configuring CSS and language settings. The document also addresses portal access settings, including agent and user logins, and the use of $-variables for distributing portal URLs. Additionally, it discusses restricting portal button visibility, FAQ list access, and service availability based on the user's portal, utilizing multi-tenancy for organization-specific configurations.
Menu Buttons
The article provides a comprehensive guide on managing menu buttons within the Self Service Portal in HaloPSA. It includes instructions on listing, creating, and customizing menu buttons. Users can configure button order, customize icons and settings, and manage access requirements for end-users. Options are available to display buttons on the navigation bar for easier access. The portal allows for global settings that can be overridden for specific services, helping tailor user interactions with the portal.
Raising a Service Request
The article provides a comprehensive guide on setting up a system for end-users to raise service requests through a self-service portal. It details the process of configuring ticket types, ensuring relevant fields like 'Priority' are appropriately managed, and creating a menu button for logging requests. The aim is to streamline the service request process by allowing end-users to input necessary information without exposing unnecessary fields, which helps reduce back-and-forth communication. The guide also covers technical steps for configuring the portal and managing menu button positions for better user accessibility.
Remove Your Company Details from the Self-Service Portal
This article provides instructions for removing your company's details from the self-service portal. It outlines two methods: a new method for versions v2.145 and above and an old method using custom CSS for versions below v2.145. The new method involves navigating to the 'Footer content' section under Configuration and using checkboxes to toggle the display of organization details. The old method uses custom CSS code to either completely remove the footer or retain the footer while hiding the details. This customization helps manage the visibility of company information on the portal.
Service Status Monitoring
The guide covers how to set up and use service status monitoring in Halo, allowing tracking of service performance through email alerts or tickets. Monitored services can include backup jobs, network checks, or manual tasks. Email alerts automate updates by processing notifications from third parties. Ticket-driven monitoring tracks service issues through related tickets, updating statuses upon resolution. Users can view service statuses on the portal, with options for subscription management and live chat integration. The setup involves configuring rules for email alerts, ticket types, subscription settings, and portal display options.
Service/Application Availability Management
Showing your Roadmap
This guide provides instructions for displaying roadmaps and change management in a self-service portal. It explains how to add a 'Roadmaps' option to show ITIL-type 'Change Request' tickets in a Kanban format, based on their target dates. The guide also describes how to enable roadmap columns, display changes by status, and utilize a change calendar for date-specific views of upcoming changes. Users can access change requests based on configurations set for client visibility, and can control calendar entries to expose only approved requests.
The Service Catalogue - Advanced Configuration
Viewing Child Tickets on the Portal
Viewing Quotes in the Portal
This article provides a comprehensive guide on managing quotes in a portal, detailing steps like enabling modules, adding menu buttons, and navigating quote acceptance or rejection processes. It explains how to incorporate videos and text variables into PDF templates for quotations. User authentication and access level settings are also covered, allowing users to manage who can view and approve quotes. The guide includes configuration instructions for tailoring settings to individual quotes and managing user permissions.
Viewing Tickets in the Portal
This article is a guide on configuring the Self-Service Portal for viewing tickets. It details steps on setting default ticket types, customizing ticket views, and editing actions associated with tickets. Users can configure visibility and details of tickets, such as public actions and SLA information. It also explains how to customize column profiles and default views for users, facilitating an organized ticket management experience on the portal.
Web Announcement
The article provides a comprehensive guide on web announcements in the End-User Portal. It covers key aspects such as setting an end date for announcements to automatically remove them, overriding options at client and top levels, and configuring visibility and location in the Self Service Portal. It also details permissions, allowing agents to set announcements, while administrators retain control regardless of the permissions set. The document includes figures for better understanding of configurations and settings involved.