HaloITSM

HaloITSM Guides

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

Guides > Self-Service Portal Customisation

Self-Service Portal Customisation

The Self-Service Portal can be configured by system admins via the config (Configuration > Self-Service Portal). This guide will step you through each of the settings on this screen.

Web Portal URL

Your portal URL will be displayed at the top of the page. It will be your web app URL with /portal at the end. For example, https://webapp.com/portal.

Portal Title

The portal title field changes what is displayed on the tab of the browser when viewing the portal.

Portal Colour

This option allows you to customise the colour of your self-service portal.

Portal Logo

Your self-service portal will display a logo in the top left corner of the banner, as seen in the above image. You can set the image to be your own logo here. If no image is selected, the image configured at your organisation level will be used instead.

Portal Access

To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, then uncheck 'Require users to login to access the portal'. When allowing anonymous usage of the Self-Service Portal, you will be prompted to select an anonymous User Site:

This will be the site anonymous tickets are raised under.

If using multiple portals, you can then disable anonymous access for one of those portals from the database by setting DisableAnonymousAccess in the NHD_IDENTITY_Application record for the portal = 1.

WARNING:

Allowing anonymous users will make some API endpoints no longer require authentication, so it is worthwhile ensuring that no sensitive data is stored in the endpoints listed in the warning when deactivating the setting above.

When logging a ticket as an anonymous user, you will be required to enter a contact name and email address. The ticket will then get assigned to the selected anonymous site with the name and email address entered on the new ticket screen.

Permissions to see values and knowledge base articles will use the anonymous sites permissions, and only services with an access level of 1 (and available to everyone) will show in the service catalogue.

Menu Buttons

The menu buttons allow you to control what your users can do on the self-service portal. The buttons can be configured to take the user to different areas of the portal, or they can be a link to take the user to an external URL. These menu buttons can be customised by clicking the pencil icon found on the right-hand side of the associated button. Upon clicking this button you will be presented with the menu button configuration window:

Here you will be able to modify button details such as name, icon and colour. Moreover, you can also specify if users are required to log in to access the relevant menu button along with visibility settings for the menu button (namely, if the button is displayed on the home screen/navigation bar).

One such menu button is labelled "My Assets" and will provide your users with a link to view a list of their assets; along with all non-password fields, the status and the asset type. 

Buttons can also be specified to log an incident or a service request (this will open the service catalogue for services that can only have incidents logged against them or services that can only be requested) and can be configured to show or hide the preview screen when logging:

All the button images, names and messages can be customised as per the above.

Home Screen

The home screen checkboxes let you customise the portal by enabling pre-configured areas to the home screen.

You can also specify a background image to be displayed on your portal home screen. All you need for this is the publicly accessible URL of your chosen image - you will then be able to specify whether the image is displayed as a banner or as the full image.

New Ticket Settings

Halo provides the option for your end-users to quickly log a ticket via clicking the 'New Ticket' button. There are 3 options for the configuration of the new ticket button: with ticket type selection (this allows your end-users to select the ticket type they are raising), with a given ticket type, or with a given ticket template.

Tickets can also be raised on behalf of other users in Halo! By heading into Configuration > Self-Service Portal, you will find the option to allow logging on behalf of other users:

This will provide you with an option to specify the 'Contact' of a ticket, which equates to the associated end-user of that ticket.

Ticket Details Settings

The ticket details settings let you choose what information you want the end-user to be able to see when viewing their ticket. Other field information can be made visible or hidden by editing the fields on the ticket type's field list in the configuration.

Halo also provides the option to allow end-users to re-open tickets from the self-service portal. This can be configured by heading to Configuration>Tickets>Ticket Types, clicking into the relevant ticket type and modifying the 'Closed Tickets can be reopened on the End-User Portal' checkbox accordingly:

New Action Settings

The new action settings allow you to choose whether users can close their own tickets or not.

Miscellaneous

Here you will find additional configuration options, such as allowing users to upload attachments when submitting tickets via the end-user portal.


More Information

Checkout the HaloPSA Academy guides on the self service portal: Guides. For a detailed description of the self service portal settings: Admin Guide 

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