<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><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
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}
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;
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blockquote {
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blockquote blockquote {
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blockquote blockquote blockquote {
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table.grid {
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}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
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}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
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text-align: left; margin: 5px auto 5px 0;
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float: none; margin: 5px auto;
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img.fr-dib.fr-fil {
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img.fr-dib {
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img.fr-bordered {
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img.fr-shadow {
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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;
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</style><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 {
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blockquote blockquote {
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blockquote blockquote blockquote {
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table.grid {
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}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
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float: none; margin: 5px auto;
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float: left; margin: 5px auto;
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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><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>- What is a Service?</strong></p><p id="isPasted"><strong>- Creating a Ticket Type or </strong><strong>Ticket Template</strong></p><p><strong>- Creating Custom Fields</strong></p><p><strong>- Creating an Approval Process</strong></p><p><strong>- Creating a Workflow</strong></p><p><strong>- Adding the Service to the Service Catalogue</strong></p><p><strong>- Showing the Service on the Self-Service Portal</strong></p><p><strong>- Logging a Service Request</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1863" target="_blank" rel="noopener noreferrer"><strong>Services</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2002" target="_blank" rel="noopener noreferrer"><strong>Raising a Service Request</strong><br></a></li><li><a href="https://usehalo.com/haloitsm/guides/2488" target="_blank" rel="noopener noreferrer"><strong>Restricting User Access to Services</strong><br></a></li><li><a href="https://usehalo.com/haloitsm/guides/2432" target="_blank" rel="noopener noreferrer"><strong>Service Catalogue</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2365" target="_blank" rel="noopener noreferrer"><strong>The Service Catalogue - Advanced Configuration</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is a Service?</span></strong></p><p id="isPasted">The Service Catalogue is a collection of Services, and a means of providing your 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 the right Users have access to the relevant options.</p><p><br></p><p>This guide will break down the creation of a Service from start to finish in six key steps, followed by how Users can then log these.</p><p><br></p><ul><li>Creating a <a href="https://usehalo.com/haloitsm/guides/1920" target="_blank" rel="noopener noreferrer"><strong>Ticket Type</strong></a> or <a href="https://usehalo.com/haloitsm/guides/885" target="_blank" rel="noopener noreferrer"><strong>Ticket Template</strong></a></li><li>Creating <a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></li><li>Creating an <a href="https://usehalo.com/haloitsm/guides/2396" target="_blank" rel="noopener noreferrer"><strong>Approval Process</strong></a></li><li>Creating a <a href="https://usehalo.com/haloitsm/guides/1922" target="_blank" rel="noopener noreferrer"><strong>Workflow</strong></a></li><li>Adding the Service to the Service Catalogue</li><li>Showing the Service on the Self-Service Portal</li></ul><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Creating a Ticket Type or Ticket Template</span></strong></p><p>The first step of creating the Service is to create and customise what the Ticket logged from the Service Request will show.</p><p><br></p><p><strong><span style="font-size: 12pt;">Should I use a Ticket Type or a Ticket Template?</span></strong></p><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;
}
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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;
}
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float: left; margin: 5px auto;
}
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}
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}
img.fr-dib.fr-fil {
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img.fr-dib {
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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><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 {
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}
blockquote blockquote blockquote {
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}
table.grid {
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}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
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img.fr-dib {
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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><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><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><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><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 {
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</style><p>Ticket Type is the base configuration and is always required. A Ticket Template is optional, providing enhanced functionality on top of Ticket Types.</p><p><br></p><p>Templates enable capabilities not available on Ticket Types alone.</p><p><br></p><p><strong>Use only a Ticket Type if you need:</strong></p><p><br></p><ul><li id="isPasted">A simple Service Request with basic Workflow requirements, and none of the below mentioned advanced features.</li></ul><p><br></p><p><strong>Use a Ticket Template if you need:</strong></p><p><br></p><ul><li>Custom Field defaults.</li><li>Automatic Child Ticket creation with conditional rules.</li><li>Pre-built To-Do Lists.</li><li>Automatic Document attachment.</li><li>Complex Field defaulting beyond Ticket Type capabilities.</li></ul><p><br></p><p>Navigate to Configuration > Tickets > Ticket Types. The easiest way to start this is to clone the base Service Request Ticket Type. No worries if you have deleted this however! We can create a new Ticket Type, and ensure the below configuration is set.</p><p><br></p><p>Let's start with the "Details" tab.</p><p><br></p><ul><li id="isPasted"><strong>Ticket Type Name:</strong> The name of the Service Request.</li><li id="isPasted"><strong>ITIL Ticket Type:</strong> Set this to "Service Request".</li><li id="isPasted"><strong>Visible in lists for Agents: </strong>Set this to "Yes".</li><li id="isPasted"><strong>Agents can log new Tickets with this Ticket Type:</strong> Set this to "Yes".</li><li id="isPasted"><strong>End users can select this Ticket Type in Ticket Type dropdowns on the self service portal:</strong> Set this to "Yes".</li><li id="isPasted"><strong>End users can access this Ticket Type:</strong> Set this to "Yes".</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlZGQzNWY0LTBlMzktNDM1MS1hNTRjLWM0NjgzZWVhZDhjYyJ9.ZEt4dksNG1OeZXMurLfb_Na-zZQccdtS6AdYR5YX6NU" class="fr-fic fr-fil fr-dib" width="617" height="806"></p><p><strong><span style="font-size: 10pt;">Fig 1. Service Request Details.</span></strong></p><p><br></p><p>Switch to the "Defaults" tab.</p><p><br></p><ul><li id="isPasted"><strong>Initial Status: </strong>The Status the Ticket Type will open with. This will likely be "New"/"Open".</li><li><strong>Start a Workflow:</strong> The Workflow that will start when the Ticket is logged. Set this to "No" for now, we will come back to this!</li><li><strong>Start an Approval Process:</strong> The Approval Process that will start when the Ticket is logged. Set this to "No", as we will start this within the Workflow we will make later.</li><li><strong>Team: </strong>The Default Team the Ticket will be assigned to.</li><li><strong>Agent: </strong>The Default Agent in that Team that the Ticket will be assigned to.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlODdkNzk4LWIyOGQtNDM3ZC1iZjFmLWMzZGJlOTgyODQyZSJ9.-MRyOL5J7AvxwuSMmvklDqxz0efIVYeRAnmdaB3ahRQ" class="fr-fic fr-fil fr-dib" width="600" height="807"></p><p><strong><span style="font-size: 10pt;">Fig 2. Service Request Defaults.</span></strong></p><p><br></p><p>Switch to the "Field List". By default, the Service Request Ticket Type has Summary, Details, and Agent added here, so add these if you did not clone the Ticket Type.</p><p><br></p><p>To customise the Service Request, we will add Custom Fields here to gather customised information from the End-User. We will come back to add these later after we create them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0M2QzZTc0LWFkZTItNDgxMC1iZTk3LTYzOWY0YmVmOGFmYiJ9.SlhMAGfvrRnKJhASnBiZ9aVKPGx3V2I9l55z5g1AyS8" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 365.916px;" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 3. Service Request Field List.</span></strong></p><p><br></p><p>Finally, switch to the "Settings" tab. Ensure you set the options for "Status after X update" for each entity. In most scenarios, this will be something like "Updated"/"Responded".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2NGE2MmI5LWY0NWEtNDI1My1iZjdhLTJhOTRiNTI5ZTliNCJ9.2XWCJ8RwRgBfXylfaNyxSdJ-hkfKbiRi19kOOhFZtZU" class="fr-fic fr-fil fr-dib" width="608" height="703"></p><p><strong><span style="font-size: 10pt;">Fig 4. Service Request Settings.</span></strong></p><p><br></p><p>Save that, and now you have your base Ticket Type.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Ticket Template</span></strong></p><p id="isPasted">If you have decided that a Ticket Template is needed for your use case, we will create one and add it to the Ticket Type.</p><p><br></p><p>Navigate to Configuration > Tickets > Templates, and create a new Template. The configuration here will differ immensely dependant on the reason for needing a Template, but the basis is as follows:</p><p><br></p><ul><li>Use the "Values" tab to default any System or Custom Fields.</li><li>Use to "To-Do List" tab to add any To-Do Groups or Items that will populate by default when the Ticket is logged.</li><li>Use the "Children" tab to default which Tickets will be logged and linked as Child Tickets when the initial Ticket is logged. Rules can be added for whether these get created every time, or based on another condition.</li><li>Use the "Attachments" tab to pre-upload files that attach automatically when the Ticket is logged.</li></ul><p><br></p><p id="isPasted"><strong><em>Note: Templates provide static defaulting only. Dynamic behaviour requires Ticket Rules or Workflow automation.</em></strong></p><p><br></p><p>The Template can then be applied through Ticket Rules, or linked directly to the Service in the Service Catalogue.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Custom Fields</span></strong></p><p>When customising a Service Request, one of the best ways to do this is with Custom Fields. When added to the Ticket Type, these allow you to collect the exact information you need from your Users.</p><p><br></p><p>Navigate to Configuration > Custom Objects > Custom Fields to create a Custom Field, and then press "New" in the top right. Some common Field Types you may want to utilise here are:</p><p><br></p><ul><li><strong>Text: </strong>If you want your Users to be able to type general information.</li><li><strong>Single Selection:</strong> If you want your Users to be able to select one option from a dropdown.</li><li><strong>Multiple Selection:</strong> If you want your Users to be able to select multiple options from a dropdown.</li><li><strong>Checkbox: </strong>If you want your Users to be able to check a box, such as to agree to something or if the answer to a question is "Yes".</li></ul><p><br></p><p>You can then go back to your Ticket Type and add these Custom Fields into your Field List.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Approval Process</span></strong></p><p>You may want your Service Request to go through an Approval Process before being actioned, so let's create one.</p><p><br></p><p id="isPasted">Navigate to Configuration > Tickets > Approval Processes, and click the "Setup Processes" button. Then, click "New" in the top right.</p><p><br></p><p>Here, configure your Approval Process. Give it a descriptive name before saving and pressing the "Edit" button again. This is because you cannot configure the Approval Process Steps until it is saved. </p><p><br></p><p>You can add a single Step or multiple here, and set an Approver for each Step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5Mzk3ZTdjLWJjOGEtNGQ5Yy05OWI3LTNjZTg0MjRjODNmMiJ9.8Yhg7MzAMV9BTxi0auGmAt-3nzddup9hcwNTpgVwr7Q" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 459.222px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 5. Service Request Approval Process.</span></strong></p><p><br></p><p>We will then be able to add this Approval Process to the Workflow we create through a Quick Action. Navigate to Configuration > Tickets > Actions, and create a new Action.</p><p><br></p><p>Ensure the Action is set to "Is a Quick Action". This will allow us to add the Approval Process as an automation in the Workflow.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiM2E3N2ZhLWY1MjEtNDY4OS1iZDU2LThmNzBiYzRmZjcyYSJ9.fVMLvgwheccltfsASVdy6J03spPaYiyWVffjOyoqVkI" class="fr-fic fr-fil fr-dib" width="942" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 6. Making the Approval Process a Quick Action.</span></strong></p><p><br></p><p>Also ensure, you select the Approval Process you made within the "Start an Approval Process" Field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzZWU4YzQ4LTE1YzYtNGFlZC1iOTEyLTgyYzMwMjljNzJhNiJ9.fBSfTBYt5gDtd53nAf5su7VVxUPTOlVUPcNjg0YZxNw" class="fr-fic fr-fil fr-dib" width="347" height="191"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting which Approval Process to start.</span></strong></p><p><br></p><p>Approval Processes can also be started by an Action manually (which gives Agents control over whether Approval is needed) or when a Ticket of a certain Ticket Type is logged.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Workflow</span></strong></p><p>The next step is to create a Workflow for that Service Request to follow. This process can differ greatly depending on what the Service is and what process you follow internally, so we'll keep it simple here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNWMxYmRjLTM0YmYtNGYwZi1iZjAxLWU4ODczODc3ZWVjYSJ9.Sbge6Z5AReB-ZHDNv6VcuQbD_8axofnb5yHs0tuc7qI" class="fr-fic fr-fil fr-dib" width="708" height="817"></p><p><strong><span style="font-size: 10pt;">Fig 8. Approval Process Workflow Automation.</span></strong></p><p><br></p><p>When added to a Workflow, it may look something like this. In this case, the automation to start the Approval Process happens as soon as the Ticket is logged, and additional Actions on the Ticket are not available until accepted and the Workflow moves along.</p><p><br></p><p>The Actions added here will be customised to the use case, especially those in Stage 3. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwODRkZDk4LWY4NGYtNGNjMy1hOWI3LTI4MjFmZTQxOWUwOSJ9.Q1uZejPW_zylt-JMIIhKHK4YpzkwAMSjJ3OkQv9o11c" class="fr-fic fr-fil fr-dib" width="1080" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 9. Example basic Service Request Workflow.</span></strong></p><p><br></p><p>Once you are happy with the Workflow, go back to your Ticket Type and set this in the "Start a Workflow" Field in the "Defaults" tab.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding the Service to the Service Catalogue</span></strong></p><p>Now that you have a Ticket Type that starts a Workflow and Approval Process, it is time to add this Ticket Type to a Service. </p><p><br></p><p id="isPasted"><strong><em>Note: Depending on the Halo product you use, the module can be called "Services" or "Service Catalogue", but they are both the same.</em></strong></p><p><br></p><p>In Configuration, ensure you have the "Service Catalogue" module enabled by hovering over it. If you see a "+", click this to enable it. If you see a "x", it is already enabled.</p><p><br></p><p>You should then see the module in your Navigation Bar on the left side of the screen, indicated by a book icon. Clicking into this will show your Service Catalogue.</p><p><br></p><p>Each Service is sorted into Service Categories. You can right click on these Categories on the left side of the screen to edit them, or create a new one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmNGE2NTY0LTdjZTAtNDY2Zi1iN2IzLTE3ZDI5MDdlNzU3OSJ9.9DzZNML39QMYOVjQMo1IS4jkpQWHpzFdfWmdYBQuW74" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 424.806px;" height="425"></p><p><strong><span style="font-size: 10pt;">Fig 10. Services Area.</span></strong></p><p><br></p><p>Click "New" in the top right to make a new Service. Here you can configure the basic information such as the name of the Service, what Category it belongs to, and a summary.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NTQxYThhLTdjYWMtNDhhMC1hOTFiLTMzZmMyMzNhNjhjNiJ9.MsZJXbnctAEwuaNYM0khM6AE-c5TNJm4dGNJfWgk3tI" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 632.045px;" height="632"></p><p><strong><span style="font-size: 10pt;">Fig 11. Making a new Service.</span></strong></p><p><br></p><p>Switching to the "Configuration" tab, this is where we will link our Service Request Ticket with this Service. Scroll until you see the "Service Request Details" table, then click the "Add" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNDI3NmM4LWE0MzUtNGQwYS1hNmUwLTQ5Mjc0Y2FjNmI0ZSJ9.i5vLIP59IgDp0LtoiXDeecTgfrCkaIC7qqvyl-kSxMs" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 245.786px;" height="246"></p><p><strong><span style="font-size: 10pt;">Fig 12. Linking a Service Request Ticket to the Service.</span></strong></p><p><br></p><p>A popup will show to link the Ticket Type or Ticket Template you created with the Service, as well as configure how the Service appears within the Catalogue.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkMGMyY2QxLTNjNGYtNDJhYS1hNjRiLWYzZTc4YWU2YzY1YSJ9.5y02U-Yxlxa2iLq6Av1wy0MN8wodhScwFTNcZ1eLbK0" class="fr-fic fr-fil fr-dib" width="711" height="831"></p><p><strong><span style="font-size: 10pt;">Fig 13. Adding the Ticket Type.</span></strong></p><p><br></p><p>Save this, and save the Service as a whole.</p><p><br></p><p><strong><span style="font-size: 14pt;">Showing the Service on the Self-Service Portal</span></strong></p><p>The final step is to ensure the Service shows to the correct Users on the Self-Service Portal. There are a few areas to consider here. </p><p><br></p><p><strong>1) Service</strong></p><p>Within the "User Access" tab of the Service, you can set the "Service Access level". This can be set to a number from 1-3, or to be inherited from the Service Category.</p><p><br></p><p>The "User Access" table can also be used to restrict that Service further, such as only allowing certain Customers.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMjMxODNhLTFiZGEtNGRhNi05Mzg1LTAwZmIzZTZhMzA1NCJ9.O62uHcWvfECfmfXeZgELW2YwDiuRII4pzWy8WTVfgxY" class="fr-fic fr-fil fr-dib" width="1561" height="464"></p><p><strong><span style="font-size: 10pt;">Fig 14. Service restrictions.</span></strong></p><p><br></p><p>Users with Service Access level "1" will only be able to see Services set to "1", whereas those with level "3" will be able to see "1", "2" and "3". You can also entirely restrict Users from being able to access the Service Catalogue.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzZGQ4YjdlLTM1YjktNDg2ZC1hZTg1LWIxZDBhYmZhNWJhOCJ9.LhsspQzCr-DXXbnCEckDGNlg9mVnnEUHQjLPy_L5I8c" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 285.559px;" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 15. User permissions.</span></strong></p><p><br></p><p><strong>2) Service Category</strong></p><p>If the "Service Access level" is set to "Inherit from Service Category", the Service Access level will need to be set to 1, 2 or 3 on the Category.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMGI5ZTJmLWVmZTktNDJlZi1hYzg5LWNiNTQzNzAyOGZkMSJ9.xklqLkncHuG-oJNCau7YtBjphpF2Ly30nRO78hLoViQ" class="fr-fic fr-fil fr-dib" width="1184" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 16. Service Category restrictions.</span></strong></p><p><br></p><p><strong>3) Self-Service Portal</strong></p><p>Within Configuration > Self-Service Portal, ensure a Menu Button has been added so Users can access the Service Catalogue. Visibility Restrictions can be set on this as well, so ensure none are set that might exclude certain Users who will need to be able to log your newly created Service Request.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjZjIzZGVhLTI5NTUtNDJhMi1hN2E2LTZiNDAxMGE4OGNjZiJ9.vg0_XHnZMOXz8JOxYIzPZAWXY0fwCbMAkmRnm0nPeLo" class="fr-fic fr-fil fr-dib" width="708" height="827"></p><p><strong><span style="font-size: 10pt;">Fig 17. Adding the Service Catalogue Menu Button.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Logging a Service Request</span></strong></p><p>Now that the Service is created and accessible, the User can log a Request for it. </p><p><br></p><p id="isPasted">To view a list of Services available from the Service Catalogue, the User can click the Menu Button we added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0YWE4NzdmLTFjMDQtNDIxYi1iMjliLTMxMTY4NmNmNmM3YSJ9.V-7exnnpBJuIR1RuvydqNVyRaCOE6T-gHD3t9lXkr_c" class="fr-fic fr-fil fr-dib" width="484" height="245"></p><p><strong><span style="font-size: 10pt;">Fig 18. Service Catalogue Menu Button on the Self-Service Portal.</span></strong></p><p><br></p><p>Clicking into this will show a list of Service Categories made accessible to that User.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjOWUzNTYxLTQ5OGMtNDUzNS05NTdhLTE3ZTQ2MjNhZTIxNCJ9.HgbSYxZDY-r7yuYPAhg2dDmMxCyoPAR5Ap07IaAuu1k" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 561.596px;" height="562"></p><p><strong><span style="font-size: 10pt;">Fig 19. Service Categories in the Portal.</span></strong></p><p><br></p><p>Clicking into a Category will then show the Services within it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ZjcxNGE0LTMyZWItNDRjZC05YmU0LTYwMGNkYWRlMDU2ZCJ9.cEW-9PmD-z7Kau4ZCKsCAd__gE6VnfAuYI5hGpkTX0w" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 552.053px;" height="552"></p><p><span style="font-size: 10pt;"><strong>Fig 20. Services within a Category.</strong></span></p><p><br></p><p>Clicking into a Service will allow the User to log a Request for the corresponding Ticket Type or Ticket Template. They can fill in the details using the Fields we added to the Field List.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0MTEwZmRhLTEyNDUtNDhhZi1iYjNjLWFlMzYzNmUzZjkwMCJ9.ub48uAJr50RAinReBWdcPouaiZ12ZnMJvqGsJzSaeA0" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 562.885px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 21. Logging a Service Request.</span></strong></p><p><br></p>
