Navigating the Self-Service Portal (For End Users)
In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]
Knowledge Base Articles in the User Portal
In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details Enabling the Knowledge Base Area First, the knowledge base area will need to be added to the self-service portal. Go to Configuration > Self Service Portal […]
Followers and Following Tickets
In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]
New Portal Anonymous Usage
Allow anonymous access to the new user portal. v2.21 and onwards. Enable anonymous access by disabling this checkbox on the Config > Self Service Portal settings page. Then choose a site for Anonymous users tickets to be logged at. You should then be able to access the portal without being logged in. If using multiple […]
Link a User to an Action
In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]
Raising a Service Request
In this guide we will cover: – Creating the Ticket Type – Priority Field – Configure the Menu Button – Menu Button List – New Form Screen Associated Admin Guides: Self Service Portal Ticket Types Related Guides: Service Catalogue Creating the Ticket Type When tickets are raised by agents in HaloPSA (or by end-users on the […]
Introduction
The Self-Service Portal is where your end-users will navigate to in order to raise and view their tickets, request services and access your knowledge base. A well configured portal will result in minimised agent/end-user interaction, allowing your techs to focus on what matters most – solving problems! Some of the key terms to note throughout […]
How to Restrict Users Access to Reports
In this guide we will cover: – Making Reports Available in the Portal – Restricting which Reports Users can see in the Portal – Making a Report Publicly Available Making Reports Available in the Portal Head to Configuration > Self Service Portal, and then to the Menu Buttons area. Here, add the button called 'My […]
Agent and User Impersonation
In this guide we will cover: – How to impersonate agents and users in Halo Agent and user impersonation can be enabled in advanced settings: Fig 1. Allow user/agent impersonation This will add a button to the agent and user details screens to allow admins to impersonate them by temporarily logging in as them, allowing […]
How long is welcome/password reset e-mail sent from web app valid for?
How long is the welcome/password reset e-mail sent from web app valid for? These are valid for 24 hours, after this time they will expire and the user will not be able to reset password and then login.
