HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Allow users to self-issue items

Allow users to self-issue items

In this lesson we will cover:

- How to allow users to issue their own item from the portal.

- How to enable the item catalogue in the portal.

- How to restrict what items users can issue.

Related guides:

Issuing Products

The Service Catalogue

Users may need an item to be issued when an existing item breaks or as part of a service. Agents can issue an item to a ticket anytime using the 'issue product button', however, for particular ticket types you may want the user to be able to issue the item themselves, allowing them to choose their own item. This can be useful when users raise an incident that requires an item for resolution. For internal IT companies, this can also be used when users request a new device as they can select their desired choice from those available.

How to allow users to issue their own item from the portal

To enable this first you must allow users to view items, head to Configuration > Items and Stock Control, enable the setting 'Allow Users to view items'.

Fig 1. Allow users to view items setting

Once enabled you will need to add the 'Items Issued' field to the ticket types you would like users to be able to issue themselves items on. Head to Configuration > Tickets > Ticket Types > select a type > Field List, add the field.

Fig 2. Items issued field

Now, when users log a ticket of this type in this portal the 'Items Issued' table will appear. When adding an item here users will be able to browse through all the items you currently have in your Halo.

Fig 3. Items issued table in portal

Fig 4. Browsing items to add view

If a user adds an item to a ticket, this will appear under the 'Products' tab for the ticket on the agent side. The agent will still have the option to remove the item and issue more items.

Improving the items issued appearance in the portal

A catalogue view for issuing items in the portal can also be enabled. This can give a more user friendly experience.

To enable this head to Configuration > Self Service Portal, enable the setting shown in Figure 5.

Fig 5. Display the items issued field as a catalogue in the self-service portal setting

Once enabled the items issued table will be replaced with a catalogue of items, when an item is selected the view is expanded showing the icon for the item.

Fig 6. Catalogue view for items issued in the portal

For information on how to set images/icons for items see our guide here.

To have the catalogue expanded by default enable 'Expand all Products in the item catalogue by default' in Configuration > Self Service Portal (default expanding available as of v2.166.1+).

Restrict the items in the catalogue

When using the service catalogue, the product list can be restricted per service. This is useful as allows you to limit choices to types of products that are related to the service being raised. For example a new laptop request can be restricted to only show types of laptop.

To do this, navigate to the 'Services' module in Halo and click into a service > Configuration tab, now edit the service request details button you have against the service.

Fig 7. Edit the service request button

When editing this you will see a setting to 'Allow Users to select from all Products when logging this Service', once unchecked you will be able to add in the products they can select from when using this service.

After creating the service request in the above table, you can add in the summarising of the items for the ticket being logged and also restrict which items can be issued for the service.

Fig 8. Restricting the list of Items that can be Issued

Now, users will only see these items in the catalogue when logging this service.

Summary of items

If you would like users to see a summary of the items they are requesting before submitting a service request, enable the setting 'Show a summary screen before submitting', shown in figure 9.