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box-shadow: 10px 10px 5px 0px #cccccc;
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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Service Catalogue</strong></p><p><strong>- Service Access</strong></p><p><strong>- Service Details</strong></p><p><strong>- Field List</strong></p><p><strong>- Monitored Services (Service Status Monitoring)</strong></p><p><strong>- Maintaining your Service Catalogue</strong></p><p><strong>- Favourite Services</strong></p><p data-pasted="true"><strong>- Send Bulk communications to all subscribers of a service</strong></p><p><strong>- Checking User Access</strong></p><p><strong>- Allow Non-Administrator Agents to Create and Configure Services</strong></p><p><strong>- Searching the Service Catalogue</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1863/" rel="noopener noreferrer" target="_blank"><strong>Services</strong></a></li></ul><p data-pasted="true"><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2705" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Optional Services<br></strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2488" target="_blank" rel="noopener noreferrer"><strong>Restricting User Access to Services</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2496" target="_blank" rel="noopener noreferrer"><strong>Agent Access to Services</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2281" target="_blank" rel="noopener noreferrer">Service Status Monitoring</a></li><li style="font-weight: bold;"><a href="http://usehalo.com/haloitsm/guides/2365" target="_blank" rel="noopener noreferrer">The Service Catalogue – Advanced Configuration<br></a></li></ul><p><strong><span style="font-size: 14pt;">Service Catalogue <br></span></strong></p><p>The Service Catalogue is a means of providing your end-users with a pre-defined list of more commonly raised services. Services can be grouped by category to keep things tidy and can have access restrictions set as to ensure right users have access to the relevant options.</p><p><br></p><p>Users can access the service catalogue by clicking on the "Request something" menu option and a list of services that are available to them will be shown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOTdjNWU4LWQ1MzgtNDBlOC1iNWUzLTI1ZjMxOTYzZTZmMiJ9.66BVcYyBb3r-mZ4tXGwWgqR8ZWJ3lcUMtWNbkYWFs6g" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 582.846px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 1. Service Catalogue on the Self-Service Portal</span></strong></p><p><br></p><p id="isPasted">This screen can be customised to show like below instead of requiring a category to be chosen first. In Configuration > Services, disable "Service Category must be selected before selecting a Service on the end user portal", then enable "Show the "All Services" option on the Services list on the portal".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2NmNhNTNjLTJmMDItNDVkNC05YzJkLWVkNTk5NThjOGJjZSJ9.oLsLFL67ogR578ZWIjWyVU-VZshUfSj0srnuvQ-OnNc" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 594.044px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 2. Alternate view</span></strong></p><p><br></p><p>You can then additionally enable "Disable automatic loading of all Services upon accessing the Service Catalogue on the end user portal" to not show every category immediately upon opening. If a User chooses a category and then switches back to "All", it will show all then.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YjM5MmYxLWFmMTktNDA3NS1iY2ZmLTUxMDRiMmM3YTVhNCJ9.whm4NXEye4G9UiI04OabijndOo_ije20efxx2lHMmkI" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 594.574px;" height="595"></p><p><strong><span style="font-size: 10pt;">Fig 3. Hidden all services option</span></strong></p><p><br></p><p>The Service Catalogue works off of a collection of ticket types/templates, as requesting a service is simply a case of raising a ticket of a given type/template.</p><p><br></p><p>You can customise your Service Catalogue by heading to the Service Catalogue module within the agent application:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlMmFiNDMxLWM4YjItNGIyNC05YTFmLWNlZWQ5OTJhNGY5YyJ9.iI2szpLhr4X0MOwlDu7xgUguTr4QhBoSlyBHy3msyxE" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 558.816px;" height="559"></p><p><strong><span style="font-size: 10pt;">Fig 4. Service Catalogue within the agent application</span></strong></p><p><br></p><p>The first thing we will do is create a new service category, which can be achieved via hovering over the list on the left hand side and right clicking. The options to "View/Edit this Service Category" and "Create a new Service Category" will then show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZWFmZWM1LWMwNGUtNGI3Yy1hNjg1LWFmNGMyOTU2NThiOSJ9.SooGe_sZ5DRK48aauJX7QKlDs-uTTs3bnPkoxJfuJc0" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 574.613px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating a new Service Category, this is achieved by right clicking on the list of categories (view is set to "Service Catalogue By Category")</span></strong></p><p><br></p><p>We are then presented with a window where we can input a Service Category name, summary, description and set User access restrictions. The "Summary" is the summary text that will appear under the category name in the portal before the category is selected. The "Description" will appear under the category name after this category is selected. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYjY2ODU5LWU1OWEtNGI3Yi1iM2Q5LTRlMGUyMzViMWVjYyJ9.Y_uUaVVra44xrQdZ_-8NQXv81i3Bf9mNTVHogiglrDg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 576.434px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a new service category</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Service Access</span></strong></p><p>User access restrictions for the category can be set under the "User Access" tab when creating/editing the category. User access can also be restricted per service under the "User Access" tab within the service setup. </p><p><br></p><p>The "User Access" defines the entity that can access Services within this Category (site, client, organisation etc..). You may well find that you are looking to provide client-specific services - if so, you would want to create a client-specific service category and restrict access here to the client in question.</p><p><br></p><p>The "Service Access Level", similar to the "Web Access Level", is an option found on the "Permissions" tab for a user and defines the level of access they have to the Service Catalogue. A user has access to services up to and including the Service Access Level they are given. If inherited from a role and then overridden for the user whichever permission is higher (role or manual override) will take precedence. Options are 1-3, where 2 is the default set for new users and 3 is the highest level of access a user can have. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNzNmMDhjLWIzZmEtNDEwMC1hYTJhLTJlMzMxZmU0Y2M2NCJ9.77dh5ktNAh_fJnN9F593yTAsIGcXe04PnKaWpQVV0w8" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 576.345px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 7. Service Access Level for a user</span></strong></p><p><br></p><p>Now we have created our Service Category and set the relevant access restrictions, lets go ahead and create a service to request.</p><p><br></p><p>Upon creating a new Service (via the usual method of clicking "New" in the top right) you're first prompted to specify the Service details, including name, category and summary.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmMmU2Y2IyLTc1ZmQtNGJmNi1hNzAzLTg2ZDY0YzEyNTdkZiJ9.DYNF-O1Whu2Fk-TfMiLZTboel_bJpppn_2T-WDViXnQ" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 574.994px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 8. Service Details tab</span></strong></p><p><br></p><p>The next tab along - Configuration - is where we specify the core information around requesting this service. The first section of this tab is your basic settings:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlYmI4ZDA4LTg3YzctNGRhYi1iMTViLWU5ZWIzOTg3NjM4MyJ9.SbiUgdKKkwywBQ5UUMIFPCjDaaPFsAAb8ETGdLI9WOc" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 574.46px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 9. Basic Service Request configuration options</span></strong></p><p><br></p><p>For our example, we are concerned with the second option, "Show in Service Catalogue for End-Users", as this determines whether or not this service will be visible in the Service Catalogue. </p><p><br></p><p><strong><span style="font-size: 14pt;">Service Details</span></strong></p><p data-pasted="true">Next you can configure the form(s) users will need fill in, in order to request this service. This is configured under the "Configuration" tab using the "Service Request Details" table. Multiple entries can be added to the table here if different forms need to be completed depending on the type of request the user is making for the service. Each 'entry' will be added to the service in the portal as a button, users will need to select the button pertaining to the request they are making when logging a request for this service. </p><p><br></p><p>When adding new service request details (a new form) you will see the popup shown in figure 10.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYTY5NzA4LTFlNmYtNDBiZi04OTRlLTZiYjY5ZjliNzFhMyJ9.4_u7E9CjoWFrruqpXRelAyUyBRn9rn7SjYd7avPVy0Q" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 575.001px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 10. Service Request Details options</span></strong></p><p><br></p><p data-pasted="true">Note: A button is available in the top pane which can be used to add entries to the service request details table. The button will be called "Add Service Request Details". </p><p data-pasted="true"><br></p><p>You'll see in Fig 10 that we have an option to set a ticket type or ticket template to be raised upon requesting this service. The field list of the ticket type ,or ticket type assigned to the template, chosen here will determine the fields users will need to fill in when requesting this service. You may wish to create a new ticket type/template for logging this service, if so a new ticket type can be created from here using the "New" button. </p><p><br></p><p>You can allow all ticket types and templates to be logged within the Service Catalogue. To enable this select the "Allow all ITIL Ticket Types to be logged from the Service Catalogue" checkbox in Configuration > Services. Once enabled all tickets types and templates will be available in your Service's Service Request Details regardless of ITIL type. </p><p><br></p><p>There are also options to have the button go to a URL, so when clicked you will betaken to the specified URL, useful if certain requests should be directed elsewhere. Or to have the button log an 'Item Selection' service, these services simply allow users to choose an item rather than fill in a form, used for optional services in which this service would be an option 'item selection' service that can be added to another service. </p><p><br></p><p>Scrolling down here, you can also add "Optional Services". These are additional service tickets that can be logged as child tickets at the same time upon selection, which can be helpful to fulfil related requests together.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmNTAyMzlmLTE5YTctNDI3ZS05OTliLTQ2NDE4YzUxNjY4NiJ9.ut_3Fpd2Dug6MSD7XHTJGpM9eCloInGa2z-oJrYY8cM" class="fr-fic fr-fil fr-dib" style="width: 1219px; height: 575.557px;" width="1217" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding optional service items</span></strong></p><p><br></p><p>You can set these as mandatory, or set rules upon their selection.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NjlhZGE0LWY3ZjUtNGRkYS04MTI1LTFkMTAyN2FjN2FmZSJ9.G5PlrewXDADFsvz-WYAN7jIoVCwJ7U2m8J1N7h4Nznw" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 579.798px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 12. Optional Service Items table</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Ticket Type/Template</span></strong></p><p>If you are creating/editing a ticket type or template from within the service request details screen you will have the same options as when creating/editing a ticket type or template from the Configuration module. </p><p><br></p><p>Additional tabs show when creating/editing ticket types from here that show the workflow and approval processes assigned to the ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5ZmMwZWUzLTdjM2MtNDBkNi1iMmE0LTU0NjdkOThkMGRhZiJ9.7HMoJFdd6dT2Slpn8nYyT3RzAekxzO2MM1M5vHYA9kI" width="1485" style="width: 1487px; height: 686.062px;" height="686" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Workflow and Approval Process tab within Ticket Type</span></strong></p><p><br></p><p>These allow the agent configurating the service to see the flow of the workflow and approval process chosen for the ticket type. Making configuration easier as they do not need to navigate to other areas of Halo to check these flows are suitable.</p><p><br></p><p>Keep in mind agents can select the workflow/approval process to use here and view it, they will not be able to edit the flows from here. </p><p><br></p><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p>As I want to provide a form specific to requesting a laptop, the "Laptop Request" ticket type shown and its associated fields will be used to gather all the relevant information from the user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxYWMwNDIxLWYwYzUtNDJmMi1iYzMyLTkzZDE2ZTUyOGQ1NCJ9.RMYI7SKsh3SQQ9hvJ4xjTmZksW1pZbpZEqMPgKtUXls" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 578.335px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 14. Laptop Request field list</span></strong></p><p><br></p><p>After creating this new ticket type, I have specified that this is the ticket type to raise when the "Laptop Request" service is requested. As I want the end-user to input details relevant to this request, I have also enabled the "Show new ticket screen when requesting this service" option.</p><p><br></p><p>You'll also find a "User Access" tab on a service, where you can override the access permissions set for the Service Category.</p><p><br></p><p>This laptop request will then show in the "Hardware" section of the service catalogue in the end-user portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4ZGJjM2VlLTQ3YjctNDIzOS1iOTEwLTIxNTgyODA0MmQyNyJ9.wQfmcOdua1wSxSkc5LGNKN74KKQeEpjjRauh1iFOJJs" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 580.789px;" height="581"></p><p><span style="font-size: 10pt;"><strong>Fig 15. Hardware category in the end-user portal</strong></span></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNDRkMDIzLWRkZmQtNDA0YS1iMDk2LTQxY2JiZTNlYTUzZSJ9.-t6YLsVO3znG6e_MAOguICF5kA2zDhOQ12SXtAvS-R4" class="fr-fic fr-fil fr-dib" style="width: 1226px; height: 575.429px;" width="1224" height="575"></strong><br></p><p><strong><span style="font-size: 10pt;">Fig 16.</span></strong><span style="font-size: 10pt;"> <strong>Laptop</strong><strong> Request form</strong></span></p><p><br></p><p>The optional services will then show in the next screen, where they can be selected and filled in via the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4ZDVhYWZhLTM0OTktNGRmMi1iOWUxLTczNWQwZGJkNWJmOSJ9.VYd8RoLTZdiDn0tQJASq8GDJLSv2oGVCArndKNqBW9o" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 577.221px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 17. Optional service ticket<br></span></strong></p><p><br></p><p id="isPasted">You can view optional services as unborn child tickets if the "Plan" tab is enabled on the ticket type (Forms tab > "Show Unborn Child Tickets on the Ticket Details Screen"/"Allow customisation of Unborn Child Tickets").</p><p><br></p><p>If any rules are put on the creation of a child ticket for an optional service, the number will show within this tab, as well as if the child tickets have been created yet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwNDQ5NDIxLTFlODgtNGM4NS04NjhlLTM2ODQ0YTYzMTZmMCJ9.nR74i6192bpc800_d5GlxWCIg8PggwOkzJBKNpSGDQA" width="981" height="526" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Plan tab for optional services</span></strong></p><p><br></p><p>Here, once the status of the approval process changes to "Approved", the child ticket is created and shown within this tab in addition to the "Child Tickets" tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhODk0OTZjLTFmMTEtNDMxNi05YTA3LTU1Y2EyOThjZDEzOSJ9.h4kUtX-cjAnKoACjQPTtNLh0SSiCjUm0yzyPf2ucoRE" width="948" height="598" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. Optional service ticket created</span></strong></p><p><br></p><style>
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</style><p><strong><span style="font-size: 14pt;">Monitored Services</span></strong></p><p><span style="font-size: 11pt;">We have a dedicated guide on monitored services <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2281/" target="_blank" rel="noopener noreferrer" id="isPasted">here</a>. But see below for a brief overview.</span></p><p><br></p><p>Services can also be configured as "monitored" services, which will allow for their status to be tracked. This can be a useful way to allow end-users to check in on any planned maintenance or faults regarding a given service you manage. Service Status Monitoring is a full monitoring service within Halo, and allows tracking of full history from your chosen monitoring software.</p><p><br></p><p>This works by receiving e-mails from your third party systems, processing those emails to update the Halo service status database, whatever the status of the notification, and track the history of the status of this service.</p><p><br></p><p>New requests can be raised when a service fails, where you can track the actions taken to restore the service to operational status. Halo can even generate a ticket if a Service Status email is not received.</p><p><br></p><p>The Breakdown of How Halo Processes Service Updates:</p><p><br></p><ol><li><strong>Generic Email Rule</strong> - An email rule with type 'Service Status' is matched, so the email can attempt to be matched to a monitored service.</li><li><strong>Match on a Service</strong>: Within the Monitoring Configuration tab of the service, you can set the email rule for this service, i.e. match on the Azure service when the body contains the string "Azure". Now at this point Halo has matched to a service.</li><li><strong>Filtering on Statuses</strong>: From here the email should contain the a sting to indicate the status is "OK" or "Fault" when matched on the status of the service in Halo is updated.</li></ol><p><strong>The definition of a service is quite broad. Examples of Monitored Services:</strong></p><p><br></p><ul><li>A nightly batch job, such as a backup, virus scans, or disc space check.</li><li>A frequently recurring check, such as a check of the status of a network link, or a check that a URL is operational.</li><li>A manual task such as changing of the backup tapes in a server or periodically reviewing the list of valid users.</li><li>Monitoring for warning messages from a third party utility or monitoring system and tracking that actions are taken to respond to the warning.</li><li>Any task or job that you wish to report the success or failure of, and which may form part of your SLA.</li></ul><p><strong><em>Note: You must be on NHServer v13.21 + or the incoming/outgoing services to use service status monitoring via emails. All hosted customers will be using incoming/outgoing services from v2.184 of Halo. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Maintaining your Service Catalogue</span></strong></p><p>Editing and creating services for your end users is simple. </p><p><br></p><ol><li>Click on an existing service or press new in the top right.</li><li>If editing an existing service, click edit in the top left</li><li>Name and assign the category to the service</li><li>Assign a cost and delivery time if necessary, add a description and summarise the service </li><li>Head to the configuration page</li><li>Adjust the settings as necessary<ul style="list-style-type: disc;"><li>Of importance is how the ticket is logged to reference the service request</li></ul></li><li>You can pick a ticket type to log the service request as or, (if ticket type defaults don't provide enough flexibility) then you can pick a ticket template to use (which includes a ticket type setting)*</li><li>Fill in the remaining tabs including User Access and add any subscribers from here Conditions for Subscribers can be both individual or grouped. If grouped, every condition in the group must be met.</li><li>Add any related services and assets </li><li>Click Save</li></ol><p><strong><em>Note: Only templates with an ITIL type of "Service Request" will be selectable in the Service Request Details section, and only ITIL types of "Incident" will be selectable in the Incident Details section.</em></strong></p><p><br></p><p>When logging a Service Request with a Ticket Type that includes the cost field, it will default the value of the Cost field to the service cost. Quantity can also be added to the Ticket Type fields to request more than one of the same service at once.</p><p><br></p><p id="isPasted">A bell icon can be shown to set whether a user is subscribed to a service. To enable this, go to Configuration > Service Catalogue, and enable "Show an icon to indicate whether a User is subscribed or not in the end user portal".</p><p><br></p><ul><li>No bell will show if a service cannot be subscribed to.</li><li>A grey crossed-out bell will show if the user is not subscribed.</li><li>A golden belle will show if the user is subscribed.</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3MWFlZjY5LWQyYzAtNDI0Yy04NWYxLTI3YzQ2ZmRjODg3ZiJ9.COFQpgvImMshnoB6WMJfTdAObnGouqJGAJdzUcyKFOI" class="fr-fic fr-fil fr-dib" width="1083" style="width: 1085px; height: 515.689px;" height="516"></p><p><strong><span style="font-size: 10pt;">Fig 20. Subscribed services icons</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Favourite Services</span></strong></p><p id="isPasted">Users can have their most logged services within another panel within the Service Catalogue. By default, this will show the top 10 most logged services for that user.</p><p><br style="box-sizing: inherit;"></p><p>To enable this, go to Configuration > Services.</p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyYzk4Y2U2LWNiNzktNGQ2Yy05MzkzLTc5MjRhM2EwZDEyYiJ9.GP97TQHCS6-sA8mrU1lUxTa61lOjtbgn7PRleyKQUmg" class="fr-fic fr-fil fr-dib" width="523" height="78"></p><p><strong><span style="font-size: 10pt;">Fig 21. Enable Favourite service catalogue</span></strong></p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMjcxOGRiLWIzOGEtNDEzYy1hZTI4LTdhYjlkMDE1NDI1NSJ9.T3ESv4XHETd2BaHGyHFloUXIq_j_1gD9sJ0-jtHBXZU" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 518.74px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 22. Favourite Services section</span></strong></p><p><br style="box-sizing: inherit;"></p><p>A dropdown is available to set whether each service can appear within this area. </p><p><br style="box-sizing: inherit;"></p><ul><li><strong>Always show in Favourite Service Catalogue</strong> - Will always show if 10 services or less have this selected. If more than 10 services are set to always show, a limit of 10 will be shown by order of how often these are logged by that user.</li><li><strong>When applicable</strong> - Will show if in the most logged services.</li><li><strong>Do not show in Favourite Service Catalogue</strong> - Will never show regardless of how many times they have been logged.</li></ul><p>This can be useful to encourage or discourage easy logging of certain services.</p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMDA1OWU4LWIxNDgtNDdkNi1iYTc4LTg1MDU0MDA1ZjdlOCJ9.cE6FHUNuVKDnFdkE1BM0HZ4ZsCdmyOTJfoOlWSNaJX0" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 300.545px;" height="301"></p><p><strong><span style="font-size: 10pt;">Fig 23. Hiding/adding a service</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Send Bulk communications to all subscribers of a service</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true">Distribution lists (also known as segments) in Halo are used to send communications out to a list of users. This can be utilised when you need to send out a communication regarding changes to or issues with a service. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Users can be automatically added to a distribution list when they subscribe to a selected service, allowing the list of users the communication is sent to to change dynamically. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">To do this create a new dynamic distribution list in which the criteria for being added to the list includes 'Subscribed Users (Service Catalogue)'. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3OGU5NmFkLTMyMDAtNDUzMi04YWJkLTY2YTMzM2Y3ZDBhNCJ9.lXXpft0K0Scx_VIaPFj_jNpg48eto57tGROm8cwvL4w" width="1523" height="684" style="box-sizing: inherit; border-style: none; text-align: left; width: 1525px; height: 684.167px;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 24. New dynamic distribution list</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NjM5MmY3LTRlMjktNDQ0Zi04YmNhLWU4YjY1ZDFiODU0NSJ9.fvkxI7oZq9oEDYVom0wJ-ShGil5j4eOQ8op7P74AEw4" width="588" height="339" style="box-sizing: inherit; border-style: none; text-align: left; width: 590px; height: 339.112px;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 25. Criteria for list membership based on being subscribed to a service</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">In the Figure 25 example, all users who are subscribed to the service 'Hardware Collection' will be added to the distribution list </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Monitored services can have communications sent out to the subscribers of the service without needing to create a distribution list. For information on this checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2281/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer;">Service Status Monitoring</a>.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><strong><span style="font-size: 14pt;">Checking User Access</span></strong></p><p id="isPasted">You can check which users can see what by clicking "View as User" and selecting the relevant user. This enables you to see which services are available to groups of users. Customising the catalogue by client, site or user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjOTQyOWFiLTJjMWEtNDEzNi1iZDliLTMxOWJmYzFkMjQ0ZiJ9.JvvnAKm2kRLYQuYRmAekqsFjo7xfwBi4M1wNtA39DxM" class="fr-fic fr-fil fr-dib" width="1229" style="width: 1231px; height: 581.787px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 26. View as User button</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Allow Non-Administrator Agents to Create and Configure Services </span></strong></p><p>In order for an agent to be able to configure services in the Catalogue they will need the following permissions:</p><ul><li>Service Catalogue Access Level (unless using access control to grant access to services) </li><li>Sales Access Level</li><li>Allow creation of new Ticket Types and linked objects</li><li>Can Create Service Catalogue</li></ul><p><br></p><p>Once these permissions are granted the agent will be able to create and configure new services along with new ticket types/templates that are logged as part of the service. </p><p><br></p><p>A simplified view can be enabled for non administrator agents for when they are creating/editing ticket types and templates for a service. This simplified view will only show key ticket type/template settings, making it easier for these agents to configure ticket types/templates as they do not have the administrator knowledge of these settings.</p><p><br></p><p>To enable this view, head to Configuration > tickets > General settings > enable "Non-admins use a minimal Ticket Type configuration screen when in a modal window".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YzZlN2ViLWQxYWQtNGRkZi1iZmVkLWFmYzM3ZmUzNzU3MiJ9.Of3SwP6f8Ow2UNXENowPphoC73Orpj0nZMd2yQUYwwU" width="606" height="194" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 27. Setting to have non-admins agents use a simplified view of Ticket Type settings </span></strong></p><p><br></p><p>Now, when a non-administrator agent is configuring a ticket type for new service request details they will see fewer settings to configure the ticket type. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNzUxMGY5LWIwYWQtNDA0ZS1hMmYzLTNlZWE3OTQzOTJiNiJ9.4NRn2elN-bcQiUUDssnnsC5tj-zHLY7dCw8A0nJjcj0" width="898" style="width: 900px; height: 762.012px;" height="762" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 28. Simplified Ticket Type configuration view</span></strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Searching the Service Catalogue</span></strong></p><p><span style="font-size: 11pt;">As previously mentioned in this guide, Users can navigate the Service Catalogue by scrolling through "all" services or they can click through the Service Categories to find their desired service. However, it is often the case that a User will be navigating through hundreds, or even thousands, of services - this is where being able to search for services using the search bar becomes the most efficient way to locate a service. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwNDQzNDQxLWFlZWMtNGFjYi1hOTBmLWI1OWI2YTM1YjEyYyJ9.8vh7RO10HTsxqFFstT9akvtp3tqR_iNx-9nHIsXUVW0" width="886" style="width: 888px; height: 604.638px;" height="605" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 29. The search bar for searching the Service Catalogue</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can determine how the service catalogue search behaves using the setting located in Configuration > Services which is labelled "Services Search Type". </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlMzAzNjQyLWM5ZTYtNGU0OC05ODBjLTY3ZjIzYmU1NjU1MyJ9.VrJ5Nkk4kHNmVWHfTSubMINyFaCnbbmBJQytSEJnwfw" width="487" height="237" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 30. The setting to dictate search behaviour for the Service Catalogue (4th option is available from version 2.238+)</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This single selection drop-down provides four options from which to choose:</span></p><ul><li style="font-size: 11pt;"><strong>Search for the entire search string: </strong>This is an <strong>exact phrase match</strong>, meaning that what is typed into the search bar will be treated as one string and the entire string will be searched for - only services that contain the entire<strong> </strong>string in one of their searchable fields will be returned. </li><li style="font-size: 11pt;"><strong>Search for each word of the search string:</strong> This search type will utilise <strong>OR</strong> <strong>logic </strong>in its search. This means that, if I typed "printer broken" into the search, all services that contained either the word "printer" or the word "broken" in their searchable fields would be returned. </li><li style="font-size: 11pt;"><strong>Search for every word of the search string: </strong>This search type will utilise <strong>AND logic</strong> in its search. This means that, if I searched "printer broken" into the search, only services that contained both the word "printer" and the word "broken" in the same searchable field would be returned. For example, if a service had both "printer" and "broken" in the display name it would be returned, but if a service had "printer" in the display name and "broken" in the service summary then it would not be returned. </li><li style="font-size: 11pt;"><strong>Search for all words of the search string (v2.238+): </strong>This search type is available from version 2.238 and will also utilise <strong>AND logic</strong> in its search. However, in contrast to the "every" search type which requires every word to be in the same field, this type requires that all words being searched show up at least once but across all searchable fields. For example, if I searched for "new laptop", the word "new" could be in the display name field and the word "laptop" could be in the service description and the service would still be returned in the search. </li></ul><p><span style="font-size: 11pt;">The searchable fields for Services / the Service Catalogue are the following:</span></p><ul><li data-pasted="true" style="font-size: 11pt;">Display Name</li><li data-pasted="true" style="font-size: 11pt;">Name</li><li data-pasted="true" style="font-size: 11pt;">Tags</li><li data-pasted="true" style="font-size: 11pt;">Summary</li><li data-pasted="true" style="font-size: 11pt;">Ticket Type</li><li data-pasted="true" style="font-size: 11pt;">Service Description</li><li data-pasted="true" style="font-size: 11pt;">Service Category</li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: A ranking is applied to the returned services and the fields that are matched in the search in order to weigh them and sort them by their weightings. If the search matches to the service name or the portal display name then 20 points will be allocated, 10 will be allocated if a tag is matched, 5 if summary is matched, and 1 point if the service description is matched. These points are summed and the total is used as the weighting for that service to determine where it is placed in the list of search results. From version 2.238, if multiple words are matched in the search, then the ranking will increase for that service and it will be placed higher in the list of returned search results. </em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For more information on search elsewhere in Halo, please do refer to this guide: <a href="https://usehalo.com/haloitsm/guides/1699" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Searching Entities</a>.</span></p>
