Service Catalogue
9 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.
How to Create New Request Buttons within a Service
Optional Services
Restricting User Access to Services
The guide provides instructions on restricting user access to a Service Catalogue, including configuring access to entire service categories or specific services. Users can be restricted through assigned permissions and button access on a portal, ensuring only authorized users can view or manage certain services. Access can also be customized based on user entities such as roles or departments. Additionally, it details how access settings are inherited across service categories and services, and how to handle services belonging to multiple categories. The guide includes configuration steps for setting service access levels and user access groups.
Service Catalogue
The Service Catalogue guide offers a comprehensive overview of managing services for end-users, detailing functionalities like creating and maintaining service categories, setting user access restrictions, and customizing service views. It explains how services can be requested, including field specifics and monitored services for tracking purposes. The guide also covers the configuration options for end-user portals, service access levels, using ticket types/templates for service requests, and managing subscriber services. Lastly, it includes instructions on checking user access, customizing the catalogue for specific users or clients, and configuring a Favourite Services section for frequently logged services.
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
Start to Finish: Service Requests
This article provides a comprehensive guide to creating and managing service requests from start to finish. It covers understanding what a service is, creating ticket types or templates, and adding custom fields to gather specific information. The guide describes setting up approval processes and workflows, integrating services into the service catalogue, and ensuring they are visible on the self-service portal. It also explains how to restrict user access to services and how users can log service requests, ensuring a streamlined process for both administrators and end-users.
The Service Catalogue - Advanced Configuration