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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Creating the Ticket Type</strong></p><p><strong>- </strong><strong>Priority Field</strong></p><p><strong>- Configure the Menu Button</strong></p><p><strong>- Menu Button List</strong></p><p><strong>- New Form Screen</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a> </li><li><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2432" target="_blank" rel="noopener noreferrer"><strong>Service Catalogue</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Creating the Ticket Type</strong></span></p><p>When tickets are raised by agents in (or by end-users on the Self-Service Portal) you are going to want to ensure that all of the relevant information is included right from the beginning, as to avoid any unnecessary back and forth.</p><p><br></p><p>In this example, we will look at creating a new menu button on our Self Service Portal that will have the use of allowing end-users to raise a Service Request. We will cover core Portal and ticket type configuration to achieve this.</p><p><br></p><p>As the desired outcome is to allow end-users to log Service Requests, we must first ensure the configuration of our Service Request is appropriately set. We will first want to ensure end-users can in fact log service requests:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MjEyZDdjLWM5Y2ItNDM0Zi1iMDFiLWMyYjczMmNiMjNiMCJ9.5Ke4fwu9y-JcthH4i-0JcPnR6QSrulZ5kJuv5dz5_KU" class="fr-fic fr-fil fr-dib" width="642" height="754"></p><p><strong><span style="font-size: 10pt;">Fig 1. Configuration > Tickets > Ticket Types > Service Request</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Priority Field</span></strong></p><p id="isPasted">And then to ensure that our end-users only see the relevant fields when logging a service request.</p><p><br></p><p>I have included a 'Priority' field in my Service Request ticket type (Configuration > Tickets > Ticket Types > Service Request) field list tab that I do not want the end-user to be able to interact with, so I simply edit the field as to ensure the end-user cannot see this field when they are logging a Service Request:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiMTlhY2VmLWZiMzgtNGM4MC1iMGZlLTQ2Yzc5ZGFiYjJmNSJ9.FLx8_irKfiiro9O9MdekR7Icznos-rg3uJzSsyn26jE" class="fr-fic fr-fil fr-dib" width="504" height="243"></p><p><strong><span style="font-size: 10pt;">Fig 2. Field options for the 'Priority' field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure the Menu Button</span></strong></p><p>Now we have verified our Service Request can be raised by end-users and returns a form listing only the fields we want the end-user to input data into, let's go ahead and create the associated menu button on the portal.</p><p><br></p><p>Heading to Configuration > Self-Service Portal and creating a new menu button of function 'Log a new Ticket of a present Type' and selecting Service Request:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3Y2FjYTRiLTVkOWQtNGRlYy1iMTZlLTBkNTk0NWY0ZDA2NyJ9.7BqtUB3pRKUhYXjEWdeij_6gfkBeiiH8t9wxp5fntGc" class="fr-fic fr-fil fr-dib" width="632" height="1122"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMTg2NGJhLTFiNGItNGI5ZC04MzAwLTI1ZTc2M2QxYTk0YiJ9.jDIilwBEvv9N6BAk2AH4SVPbl1Q5IXBvA0leKOA3KtM" class="fr-fic fr-fil fr-dib" width="657" height="728"></p><p><strong><span style="font-size: 10pt;">Fig 3. Menu button options for our new function</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Menu Button List</span></strong></p><p>This will allow end users to then raise a Service Request, I placed the menu button third on the list in Configuration > Self Service Portal > *Menu Buttons List* so that it would appear as second on the menu buttons, the home button is not present on the list, therefore my "New Ticket" button will appear 2nd on the list of buttons:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxMzAyZjcxLWNmZWUtNDk3YS04YjVjLTE2MzllNjkxMjQyMSJ9.vXlvAa3ipw9Mcq5AIA8Ke6cEoOBrj50oLHN9z-u4K3g" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 563.134px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 4. Menu Buttons in Configuration > Self Service Portal</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyOWZkMWY0LWY1MzItNDY3Yy04NWNkLTZlNzEwNDBkMmVkYyJ9.4scEyewveaXolUxOJpk88idBkfyczHW3Xil1AqSa7ho" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 203.505px;" height="204"></p><p><strong><span style="font-size: 10pt;">Fig 5. Newly created menu button</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">New Form Screen</span></strong></p><p>The ticket form users are presented with is composed of all fields whereby 'End-user new ticket screen' visibility is provided (<strong>Fig 2</strong>).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiN2FjM2ZmLTI5ZjQtNDFiMy04MjM4LTM1NDM1YTRhMWU0YyJ9.-wNOjSLYhbU6zmwYj0nQfiix046RD73cK3eXL2v92dM" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 314.814px;" height="315"></p><p><strong><span style="font-size: 10pt;">Fig 6. New Service Request Screen</span></strong></p>
