<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 data-pasted="true"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p data-pasted="true"><strong><span style="font-size: 11pt;">- Allowing Tickets to be Logged in the Portal</span></strong></p><p><strong><span style="font-size: 11pt;">- Enabling Menu Button</span></strong></p><p><strong><span style="font-size: 11pt;">- Allowing <strong data-pasted="true"><span style="font-size: 11pt;">anonymous </span></strong>Ticket <strong data-pasted="true"><span style="font-size: 11pt;"><strong data-pasted="true"><span style="font-size: 11pt;">logging</span></strong></span></strong></span></strong></p><p><strong><span style="font-size: 11pt;"><strong data-pasted="true"><span style="font-size: 11pt;"><strong data-pasted="true"><span style="font-size: 11pt;">- Allow Ticket Logging Via Assets</span></strong></span></strong></span></strong></p><p data-pasted="true"><strong><span style="font-size: 11pt;">- </span></strong><strong><span style="font-size: 11pt;">Enabling Ticket drafts</span></strong></p><p><strong><span style="font-size: 11pt;">- Enabling Attachments </span></strong></p><p data-pasted="true"><strong><span style="font-size: 11pt;">- Displaying User Information</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Admin Guides</span></strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1862" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 11pt;">Self Service Portal</span></strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2055" target="_blank" rel="noopener noreferrer"><strong><span style="font-size: 11pt;">Ticket Types</span></strong></a></li></ul><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2462" target="_blank" rel="noopener noreferrer"><strong>Self-Service Portal Restrictions<br></strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1994" target="_blank" rel="noopener noreferrer"><strong>Appearance/Home Screen</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1995" target="_blank" rel="noopener noreferrer"><strong>Menu Buttons</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1998" target="_blank" rel="noopener noreferrer"><strong>The Service Catalogue</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2665" target="_blank" rel="noopener noreferrer"><strong>Start to Finish: Service Requests</strong></a></li></ul><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Allowing Tickets to be Logged in the Portal</strong></span></p><p>For Tickets to be logged via the Portal you will need to allow Users access to the Ticket Type being logged. In Configuration > Tickets > Ticket Types, select the Ticket Type you would like to make available in the Portal. Under the Details tab, select "End users can access this Ticket Type". If you would like Uses to be able to choose this Ticket Type from a list, also enable "End users can select this Ticket Type in Ticket Type dropdowns on the self service portal".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkNTVjZmYyLTQ1ZmMtNGU2NS05Mjg0LTY4MDJiMTc1NDZlYSJ9.CKwNzh-paAkQNuPNaESYqPwnfteFJfJw_ZAqB0Zofr0" class="fr-fic fr-fil fr-dib" width="847" height="760"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Allowing Users to access Ticket Types</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Enablin</span></strong><strong><span style="font-size: 14pt;">g Menu Buttons </span></strong></p><p>To enable Tickets to be logged in the Portal you must ensure a Menu Button with this function is available on the Portal. To do this head to Configuration > Self Service Portal, and under the Menu Buttons section, add a (or edit an existing) button. The button you add or edit will need to have a function that logs a Ticket. These are outlined under each subheading below. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3ZjI1ZDA2LWZlM2EtNDI0MS1hMTY0LWNhZDRmNWRlMWI2ZiJ9.mtBKXE-iaBUVE-8cawv7775Aojq6MqIQ_a3JuvgtOP0" class="fr-fic fr-fil fr-dib" width="1149" style="width: 1151px; height: 665.069px;" height="665"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Menu Buttons</span></strong></p><p><br></p><p>When editing a Ticket Menu Button you will see a modal screen similar to <strong>Fig 3</strong>. To change the text and icon that that will show on the button click the "Override default name, hint and icon". Once selected you will be able to set a name, hint and icon. Next you will be able to set an override for the page title and description. The text you input here will show on the New Ticket screen, once the button has been selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4Y2NjNzYzLTY3OTQtNDg3Zi05OTZjLWFlMTVmMDE4NzEzNCJ9.SpW-_GJ_sFq6TZirX30o3yrVgmpMMOpUfRZpo6bUllo" class="fr-fic fr-fil fr-dib" width="525" style="width: 527px; height: 902.673px;" height="903"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Editing a Menu Button</span></strong></p><p><br></p><p data-pasted="true">Finally, you can set the visibility for this button. This button can be displayed on the Home Screen, and/or the Navigation bar along the top of the Portal. Once you have determined where this will show, you can choose to set visibility restrictions which will allow or prevent visibility depending on the Fields specified. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYzk1N2M0LWIyMDItNDY2NC05YjM3LTEzMDFhZTY1ODdkNyJ9.x3pqNKIerIh0hh2XT2IhgHBXGFreebrqkefPpZOQIQA" width="657" height="316" class="fr-fic fr-dii"></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Menu Button visibility </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">New Ticket (Log a new Ticket with a preset Ticket Type)</span></strong></p><p><span style="font-size: 11pt;">When adding or editing a New Ticket Menu Button with the function '</span>Log a new Ticket with a preset Ticket Type', you will be able to specify which Ticket Type will be logged.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmNjkwNGY1LThiZjEtNDI3MS04OGQxLWI1NGM4OGJhYTM3YSJ9.t3wlojEXoLv40PyPkWlDejGpFmlgn4r_50r05WeRvpo" class="fr-fic fr-fil fr-dib" width="673" height="730"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Preset Ticket Type Menu Button Setup</span></strong></span></strong></span></strong></span></strong></p><p><br></p><p data-pasted="true">Once saves, on the Portal you will now see your Menu Button. This is called 'Report an issue' in the example below as this is the name provided in the <strong data-pasted="true">Fig 5 </strong>override.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkNmQ3NDQ0LTVjNGEtNDk3ZC1hYTk4LTM1ZTdjMmNjMGQ4MSJ9.8z0RIAi1sGj7EzphO-cjuSCnFzfu9LkYmwfurlJpAOM" class="fr-fic fr-fil fr-dib" width="533" height="250"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. <strong data-pasted="true"><span style="font-size: 10pt;">Example <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Preset Ticket Type Menu Button</span></strong></span></strong></span></strong></span></strong></p><p><br></p><p data-pasted="true">Clicking this button opens your New Ticket Screen for the Ticket Type specified in the Setup. If you set an override for the page title or description this will show at the top of this page. </p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMmZlYjJiLWIyYWUtNGViMS1iOWJkLTljODIwYjg2ZTY3NCJ9.kx3zrCTnPSfa0m5zaCnVHlcO_GHo2skVEgjYcnTkdVw" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 552.404px;" height="552"></span></p><p><strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 7. Logging a preset Ticket Type </span></strong></span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>New Ticket (Log a new Ticket with a preset Template)</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;">Similarly you can configure Menu Buttons to show a Ticket Template. To do this you will need to add a Menu Button with the function '</span>Log a new Ticket with a preset Template<span style="font-size: 11pt;">'. When adding or editing a Menu Button with function, you will have the option to specify a Template to apply to the New Ticket.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkMzQxM2U5LTA0NjgtNDEzMS05MGRkLWM0MmM0OTc5NDc0MyJ9.MdSJDul5B2ttx1lXfBE7ZV8BQ6RaTbDXMFKOVC9t-Hc" class="fr-fic fr-fil fr-dib"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 8. <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Preset Ticket Template Menu Button Setup </span></strong></span></strong></span></strong></span></strong></p><p><br></p><p data-pasted="true">On the Portal you will now see your Menu Button. This is called 'Log a New Starter Request' in the example below as this is the name provided in the <strong data-pasted="true">Fig 8 </strong>override.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MTJiMzY2LTZmYTctNGRlYi1hM2Y3LWQ1YTkyNzQ3MjY0ZCJ9.XpEm43Gl2WEITdQ2NGit09hLoppkcJ-pmjBu5SeTVX8" class="fr-fic fr-fil fr-dib" width="513" height="256"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 9. <strong data-pasted="true"><span style="font-size: 10pt;">Example <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Preset Ticket Template Menu Button</span></strong></span></strong></span></strong></span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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 data-pasted="true">Clicking this button opens your New Ticket Screen with the Ticket Template you selected. If you set an override for the page title or description this will show at the top of this page. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1MmQzZDMyLTc4YmMtNDFjMS05ZjI1LTE0YjE4NzE1YjE3NiJ9.JF3YIPXhmBAEAzS-CoJB8klb0ePU-FBBjmqWaVIcTo0" class="fr-fic fr-fil fr-dib" width="970" style="width: 972px; height: 448.2px;" height="448"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 10. Logging a Ticket with a preset Template </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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><br></p><p><span style="font-size: 12pt;"><strong>New Ticket (<span style="font-size: 12pt;" data-pasted="true"><strong><span style="font-size: 12pt;" data-pasted="true"><strong><span style="font-size: 12pt;" data-pasted="true"><strong><span style="font-size: 12pt;" data-pasted="true"><strong>New Ticket screen with Ticket Type selection</strong></span></strong></span></strong></span></strong></span>)</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;">If you would rather allow Users to choose which Ticket Type to log using a drop-down, you can use the New Ticket Menu Button with the function 'New Ticket screen with Ticket Type selection'.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlMDIxN2JkLWVlMzctNDg3OC1iYjUwLWY2YzhjMTM5ODc2OCJ9.G_Zvjmb6vgTBbptFPlXFDx6jFgpTo_WKsd8fLlinCFg" class="fr-fic fr-fil fr-dib" width="682" height="643"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 11. <strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; 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;" data-pasted="true"><span style="box-sizing: inherit; font-size: 10pt;"><strong data-pasted="true" style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;"><strong data-pasted="true" style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Ticket Type drop-down Menu Button Setup</span></strong></span></strong></span></strong></span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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 data-pasted="true"> This is called 'Select a New Ticket' in the example below as this is the name provided in the <strong data-pasted="true">Fig 11 </strong>override.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzOTQ2Njc2LWUwMzEtNDFhNy04YzE0LTU1ZDZlMWJiYTdmNCJ9.Alpi0gW4nso5UL72JwyW1z3D9R03XRJdyBC7hR9A2EQ" class="fr-fic fr-fil fr-dib" width="495" height="243"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 12. <strong data-pasted="true"><span style="font-size: 10pt;">Example T<strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">icket Type drop-down Menu Button</span></strong></span></strong></span></strong></span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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 data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Clicking this button opens the New Ticket Screen. A Ticket Type drop-down will show below the User Field, allowing the User to select the relevant Ticket Type from the list. If you have set an override for the page title or description this will show at the top of this page. Only Ticket Types with the setting "End users can select this Ticket Type in Ticket Type dropdowns on the self service portal" (See <strong data-pasted="true">Fig 1</strong>) enabled will show here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1OGEyYTcxLWFjYjUtNDQxNy04OTlkLTYwYTExNjUxNzBiZCJ9.YIoqcxUG0KAEkMjrkncHtn1AWg9z5H3nByNavqKNp6w" class="fr-fic fr-fil fr-dib" width="639" style="width: 641px; height: 334.182px;" height="334"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 13. Choosing a Ticket Type from a drop-down </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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: 12pt;">New Ticket (Log a new Ticket with Ticket Type tile selection)</span></strong></p><p data-pasted="true"><span style="font-size: 11pt;">If you would rather allow Users to choose which Ticket Type to log from a til view, you can use the New Ticket Menu Button with the function 'New Ticket screen with Ticket Type tile selection'.</span></p><p><br></p><p><strong><span style="font-size: 12pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3ZDFkYzNkLTQzMDMtNGUzOS1hYjgzLWRjYTcyNDZkMDZlNSJ9.AZZxD_5tp_rDVgw-VEM-dPGKBxxqW8zJUrRPHScB8g8" class="fr-fic fr-fil fr-dib" width="672" height="637"></span></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 14. <strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; 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;" data-pasted="true"><span style="box-sizing: inherit; font-size: 10pt;"><strong data-pasted="true" style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;"><strong data-pasted="true" style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Ticket Type tile selection Menu Button Setup</span></strong></span></strong></span></strong></span></strong></p><p><br></p><p data-pasted="true"> This is called 'Select New Ticket Tile' in the example below as this is the name provided in the <strong>Fig 14</strong> override.</p><p><strong><br></strong></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwZDdkNWVkLWRmODItNGQ4Zi04YzM5LTcwMGM1ZTk3MmFiYyJ9.rJIJFdXa2OrjjtlzmmuULRoi-eCxy3v8qZEyRUHzVbk" class="fr-fic fr-fil fr-dib" width="496" height="250"></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 15. <strong data-pasted="true"><span style="font-size: 10pt;">Example <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">Ticket Type tile selection Menu Button</span></strong></span></strong></span></strong></span></strong></p><p><br></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Clicking this button opens the Tile Screen, allowing the User to select the relevant Ticket Type from the tiles. If you have set an override for the page title or description this will show at the top of the page when a Ticket Type is selected. Only Ticket Types with the setting 'End users can select this Ticket Type in Ticket Type dropdowns on the self service portal'(See <strong data-pasted="true">Fig 1</strong>) enabled will show here.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2YzA5NzZkLThlYWYtNDkzOC1iOWEyLWUwZGI1M2UyNzAwMyJ9.xWKto7pnmspDiJKL7wXx4ShzmFwfoaDxASx76Xdv8mE" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 620.024px;" height="620"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 16. Choosing a Ticket Type from a tile selection </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Allowing anonymous Ticket <strong data-pasted="true"><span style="font-size: 14pt;">logging</span></strong></span></strong></p><p><span style="font-size: 11pt;">In Order for Tickets to be logged anonymously you will first need to grant anonymous access to the Portal. To do this, head to Configuration > Self Service Portal and disable the setting "Require Users to login to access the Portal.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3NzZjNDA0LWY4ZjEtNGIxOS1iZGZiLTkyN2NhNjJmMGQ4NCJ9.7PyHNpi1B9Xn0Ca-vXy4Xp-v_FvlA1mX-jAUH-5EZEA" class="fr-fic fr-fil fr-dib" width="781" height="591"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 17. Allowing anonymous access to the Portal</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>With this set, you can allow different Ticket Types to be logged anonymously by enabling 'Anonymous users can access this Ticket Type' in the details tab of each Ticket Type (Configuration > Tickets > Ticket Types). To allow Users to select this Ticket Type from a list or tile view you will als need to select the "Anonymous users can select this Ticket Type in Ticket Type dropdowns on the self service portal" checkbox. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyMmQ5MThiLTVkOGUtNDJmMy05Y2VlLTBjMTRlNGMxZmRlZSJ9.K4iItcM_3lbsXhOs50l8Y_Vpcw5gTceIgoaDha09znM" class="fr-fic fr-fil fr-dib" width="961" height="805"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 18. Allowing anonymous logging of a Ticket Type</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 12pt;">Allow Ticket Logging Via Assets</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">Users can be allowed to log a new Ticket when viewing an Asset on the Self Service Portal. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">In order to enable this, you first need to set the Ticket Type against the Asset Type. To do this, navigate to Configuration > Asset Management > Asset Types and click into a relevant Asset Type. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">At the bottom of the Details tab of the Asset Type, there is the new setting to set the Default Ticket Type for the Tickets that will be logged from Assets of this type. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMGQwOTEyLWIyYmUtNDdjNi1hMjUyLTAzMmU5OGZlOTIwNiJ9.8yx4X77eU0KdlF_tqhhVJUfuzXEGuVimL5NrmZV029g" class="fr-fic fr-fil fr-dib" width="813" style="width: 815px; height: 551.921px;" height="552"></span></p><p><br></p><p><br></p><p><strong>Fig 19. The new setting to enable Tickets to be logged from the Asset screen on the Self Service Portal</strong></p><p><br></p><p><br></p><p>Setting a Ticket Type here enables a button to show on the Self Service Portal when viewing an Asset of that Asset Type.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1MWIzNTUwLTdkMTctNDlhYS1hMTQyLWU0YmVlNzY5ZGZjYyJ9.DnNPoGnM8ilZV9mT6PzTPcyMmzdjRtHpOft16Ipt_aw" class="fr-fic fr-fil fr-dib" width="887" style="width: 889px; height: 457.84px;" height="458"></p><p><br></p><p><br></p><p><strong>Fig 20. The button to log a new Ticket when viewing an Asset</strong></p><p><br></p><p><br></p><p><strong><em>Note: To disable this behaviour you need to set the Default Ticket Type against the Asset Type to "None", it will be set to "None" by default for all Asset Types.</em></strong></p><p><br></p><p><br></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Enabling Ticket drafts</span></strong></p><p><span style="font-size: 11pt;">Ticket drafts can be enabled to allow logged in Users to leave and return to the Ticket they are logging without loosing their progress. Within the Forms tab of your Ticket Type you will find the setting "</span>Allow logged in Users to save drafts<span style="font-size: 11pt;">". </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkZWVhMDBiLWVjZWMtNGMzNS05NjRlLWQwNGUyNGIxMmE3YSJ9.B5fpxw2JmQwzi3UbV1RkzUCYBXL-TmYd5scKaQLJ1_4" class="fr-fic fr-fil fr-dib" width="849" style="width: 851px; height: 612.141px;" height="612"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 21. Enabling Ticket drafts</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>Enabling this setting will show the logged in User a 'Save draft' option when they are logging a Ticket of that type.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiOGE1MTI3LTg2NTYtNDExNy05ZWY3LWJmY2M2ZTc0MjRhMCJ9.0JEkmaht73dxn9i_HVi2kL5EGeXTKI1TPWU7BtW6esM" class="fr-fic fr-fil fr-dib" width="755" style="width: 757px; height: 390.928px;" height="391"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 22. Save draft button</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Enabling Attachments</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;">In Order for Users to add an attachment to a Ticket the "Allow End-Users to upload attachments" checkbox in the must be selected in Configuration > Self Service Portal. With this enabled logged in Users will see an attachments field when logging a Ticket or completing an Action. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MDVjM2MyLTFhYjItNDBkOS05YTk0LTRkMDFmNWQzNGNjZiJ9.5v7nx-qJwfgsPtQssk-SH80xSGoJQJmm78t-m77n_hQ" class="fr-fic fr-fil fr-dib" width="980" height="581"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 23. Adding an attachment to an Action in the Self-Service Portal</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">When an attachment has been added to an Action it will show against that Action in the chain. However, An Agent can add an attachment which is not tied to an Action. In the Agent App attachments can be added to the Ticket by using the "Add attachment" option found under the ellipsis (...) in the top right. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1Y2Y3NThkLWM1YTEtNGZlZi1iOTY0LTY5ZGM4ODYxNGM0YyJ9.p1PmF7hNGS3f2UQ5BiU4KOn-nUGh4bLeJVfBIjL7H6g" class="fr-fic fr-fil fr-dib" width="1585" height="604"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 24. Adding an Attachment to a Ticket in the Agent Application </span></strong></p><p><br></p><p>Once an attachment has been added to the Ticket it can be made visible to Users in the Portal by heading to the Attachment tab, selecting the relevant attachments, clicking "Edit", followed by "Toggle End-User Visibility On".</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExNDhjNzEyLTQ5YTAtNGRmMi1iNjcyLTkxNDJhOGVmMjQzMSJ9.xJ2FZKggOfCbr6pGp90CIercWm262-vDDOD3c5b1Z40" class="fr-fic fr-fil fr-dib" width="1009" height="685"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 25. Making an attachment visible to Users </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This attachment will then show on the Portal against the first Action on the Ticket.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkY2ZiNGU5LTNmOTgtNDhmYy1iZDM0LTY1NDdiNWNkYTk2NiJ9.UAiBtl2yp_LXXnTZ-hrRT8ovZsPoRDcOIrYyHPvmHWE" class="fr-fic fr-fil fr-dib" width="952" height="178"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 26. Attachments on the first Action</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">These attachments can show on the Portal under a separate tab. To enable this head to Configuration > Self Service Portal, and select the "Show attachments on a separate tab when viewing a Ticket" option. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">All the attachments will now show under this tab regardless of if they are also tied to an Action.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzOGU0ZmYyLTAwN2UtNGI1Zi04NzdkLTE5MTY1OTAxYTc3MSJ9.l63ujn8l66V03BS5WlxOfc6Fs4En3AyI1RcunhWTaro" class="fr-fic fr-fil fr-dib" width="1007" height="360"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 27. Attachments tab</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Displaying User Information</span></strong></p><p><span style="font-size: 11pt;">User fields can be displayed at the top of a Ticket when it is being logged. To enable this head to Configuration > Tickets > Ticket Types, and select the relevant Ticket Type. Under the Forms tab, select the "</span>Show additional User details when logging new Tickets<span style="font-size: 11pt;">" checkbox. When this is selected a table will show below the checkbox, allowing you to add User detail fields.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMzAwYzc4LTkzNGEtNGY5MS1iMmU1LTAwYTRjZmY1ODliMyJ9.WPJxKaqpqKMHD8F7HXZ5xXwSmutfm1390livwSDcivM" class="fr-fic fr-fil fr-dib" width="1602" height="424"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 28. Showing additional User details when logging new Tickets</span></strong></p><p><br></p><p>The fields added here will show when that Ticket Type is being logged in the Portal. This means anyone with the ability to log on behalf of other Users will be able to see the details associated to the chosen User.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NzA3Mzc5LTM2YzgtNDQ4YS04MTExLTdlNTM3NGI1YjVlYyJ9.u3-6v-8Q84B4Q3-ZrnLnGL4MzR621DjMAkPZ-4aQKfA" class="fr-fic fr-fil fr-dib" width="1525" height="461"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 29. User details on a new Ticket</span></strong></p>
