<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Ticket Type Default</strong></p><p><strong>- Ticket List on The Self Service Portal</strong></p><p><strong>- Configuring Actions</strong></p><p><strong>- Edit Actions on a ticket</strong></p><p><strong>- Self-Service Portal Ticket Details Configuration</strong></p><p><strong>- </strong><strong>Column Profiles on The Self Service Portal</strong></p><p><strong>- Change Agent Names in the Portal </strong></p><p><br></p><p><br></p><p>In this example, we will take a look at the configuration around viewing tickets on the Self-Service portal. We will cover portal, ticket type & user configuration options to ensure that Service Requests can be viewed on the Self-Service portal.</p><p><br></p><p>For a comprehensive list of Self Service Portal Settings along with their Descriptions, checkout the Admin Guide: </p><ul><li><a href="https://usehalo.com/haloitsm/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Type Default</span></strong></p><p>The first option to take a look at when thinking about providing visibility of tickets on the self-service portal can be found at ticket type level, under the 'Defaults' tab:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjNzhkYTA3LTRhZjQtNDRiZi04MDRhLTE0MWFkN2RkZDRkMCJ9.ErJuOwAs0s0yfuLXbQN2GqYrr3jenj6FENnU7UK3jos" class="fr-fic fr-fil fr-dib" width="815" height="277"></p><p><strong><span style="font-size: 10pt;">Fig 1. Ticket type defaults</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Ticket List on The Self Service Portal</span></strong></p><p>Once we have ensured this is enabled, we should find that any tickets of this type that have been logged will be displayed on the self-service portal:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmYjg3ZWE1LWM4OTMtNDEzOS05ODMwLTU4NzE5MDMzNGI1MSJ9.uq7t_hiOaU4ezez924p3l-Fq5gU0hKo9IvZ3u4mNpyw" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 299.384px;" height="299"></p><p><strong><span style="font-size: 10pt;">Fig 2. Self-Service portal 'My Tickets' list, including our recently raised Service Request</span></strong></p><p><br></p><p>If I click on the entry displayed in <strong>Fig 3</strong>, I will see the ticket details, including a list of all publicly available actions:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4Yzk3M2I1LWM1ZDUtNGNkMC1hMGVkLTM0OGJlMWMwZjNjMyJ9.yO6nljDCs50JM1fKHBkVwNIWq4DVm4a-Dd8uARFWxVo" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 451.304px;" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 3. Ticket Details screen as seen on the Self-Service portal</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customising ticket view</span></strong></p><p><span style="font-size: 11pt;">By default tickets in the portal will display in a list (table view), as shown in figure 2, users will need to click into a ticket to expand it's details. To change how the tickets display here hover over the three dots in the top right, here you can choose the view you would like to use.</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2ZWIxY2ZiLTI4YmQtNDVhMS1iZjIxLTJjYWQzOTg2NWFjZSJ9.xJQUTD6QtkefDlvZ15nyF29u79-Q3GBBPMeBP3hBD5g" class="fr-fic fr-fil fr-dib" width="781" height="452"> Fig 4. Ticket list views</span></strong></p><p><br></p><p>You can also set the default view for users to save them having to change this. TO set the default head to configuration > self service portal > edit the 'My tickets' button, here you can set the 'Default View'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmMGRhMWVlLTQ5N2YtNDgzNy05MzRkLWNhMmYyMjNlYjBmNyJ9.szeGMLZB47ibYZk4kvzCaCjPWt8y3nIcjFsUkuGBZeM" class="fr-fic fr-fil fr-dib" width="550" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 5. Default view for viewing tickets in portal</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Configuring Actions</span></strong></p><p><strong><em>Note: Publicly available actions are those with the below default set to 'No':</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2OGZmZWE2LTM1N2MtNDg0ZC04YjMzLTVjNDFmNTQ3NjNjMiJ9.oMWq_LG9l9ynWZay9d0_9ulf9TKvsPqZbID8K_URQ8I" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 376.365px;" height="376"></p><p><strong><span style="font-size: 10pt;">Fig 6. Configuration > Tickets > Actions > Email User</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Edit Actions on a ticket</span></strong></p><p>This is in the defaults tab for the associated <a href="https://halopsa.acadle.com/admin/course/service_desk_0serd/lesson/actions_rq6hs">Action Configuration</a>. This can also be overridden on a per action basis by editing the action on the ticket in question, clicking into view/edit action:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkYTMwMTE5LWVjZWItNDdlMy05ZWZjLWI1NGRlN2VlMWY0ZCJ9.T79Y7LuxlBEpUUQAEiHGrYEOoDRQqjLOUipJpIhvPuY" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 321.09px;" height="321"></p><p><strong><span style="font-size: 10pt;">Fig 7. Edit action options from within a ticket</span></strong></p><p><br></p><p>There will be the option to Hide from end user or make action important etc. You can also Hide from the end user by just hovering over the ellipse and clicking the appropriate button.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Self-Service Portal Ticket Details Configuration</span></strong></p><p>You'll notice in <strong>Fig 3</strong> that SLA information is being displayed for the end-user to view. As I don't want the end-user to see this information, I'm going to head to Configuration > Self Service Portal and disable the 'Show SLA Compliance' option:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3MWQ2NjIwLWMyYTAtNDM1My05NDY3LWFjZTEzZmNmOTA3ZCJ9.VHgiBQKSzTakiNWEa9KI78SnGqQmEwt_KJ7bjX1GOWM" class="fr-fic fr-fil fr-dib" width="553" height="545"></p><p><strong><span style="font-size: 10pt;">Fig 8. Self-Service Portal Ticket Details Configuration</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Column Profiles on The Self Service Portal</span></strong></p><p><span style="font-size: 11pt;">You can set the column profiles for users "projects" or "tickets" in "Configuration > Self Service Portal". Y</span><span style="font-size: 11pt;">ou can also set the Column Profiles for Supplier Contacts on the Self Service Portal.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhYWE2ZmNmLTM0ZmEtNDBmYy05ODgxLTBhOThiNGVjNDM0NSJ9.P8y-2eMFO9uk3T_KUFOcqem1bOQXwNGEuJPTdHRPYfo" class="fr-fic fr-fil fr-dib" width="540" height="228"></span><strong><span style="font-size: 10pt;">Fig 9. Column Profiles</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Change Agent Names in the Portal </span></strong></p><p>Agents can have an additional 'display name', this will be used as their name in the portal rather than their actual name. Useful if you would like to allow agents to choose a preferred nickname. </p><p><br></p><p>To do this you must first head to Configuration > Advanced settings > enable "Enable Agent Display Names". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkZTM0N2NlLTljZTgtNGNhYy05OWMxLTE0ZjBkMzViNzQwOSJ9.1GWrPwemBQcHPUfzMpNRGhEyA3CymHfiHUI9LjqzhR4" class="fr-fic fr-fil fr-dib" width="1048" height="326"></p><p><strong><span style="font-size: 10pt;">Fig 10. Enable Agent Display Names</span></strong></p><p><br></p><p>Now, a "Display Name" field will be available in each agent's preferences. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViODE0ZTRlLTY3YWEtNGQ1OS1hZTU1LTc5MWJkNzc3MTJiMCJ9.zzQCtduK5IXAtvA-e5ZMyx_vrEfBsqAyUeugtzqcxCY" class="fr-fic fr-fil fr-dib" width="1018" style="width: 1020px; height: 491.951px;" height="492"></p><p><strong><span style="font-size: 10pt;">Fig 11. Display Name Field</span></strong></p><p><br></p><p><strong><em>Note: Agents will be able to edit this themselves should they have the permission "Editing of own Preferences - Can edit preferences". </em></strong></p><p><br></p><p>This name will replace instances of the agent's name that appears in the portal, including:</p><ul><li>The name of the agent when completing an action</li><li>Selected variables that pull through the agent who did an action</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4MjY5NDA2LWQxOWQtNDY3Ny05YzZmLTgxNzkzZjdmOWI3MCJ9.cIhO0RJeKyeCYvVxBFtxhVyhWC-VOiEhiMBYo32AamM" class="fr-fic fr-fil fr-dib" width="798" style="width: 800px; height: 675.304px;" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 12. Agent's Display Name being used in the Portal</span></strong></p><p><br></p><p><br></p>
