Start to Finish: Service Requests
In this guide we will cover: – What is a Service? – Creating a Ticket Type or Ticket Template – Creating Custom Fields – Creating an Approval Process – Creating a Workflow – Adding the Service to the Service Catalogue – Showing the Service on the Self-Service Portal – Logging a Service Request Admin Guides: Services […]
Restricting User Access to Services
In this guide we will cover: – How to Restrict access to the whole Service Catalogue – Configuring Access to Service Categories – Configuring access to specific services – Restricting Access when a service belongs to multiple categories Services within the service catalogue can be restricted to only be accessed by certain users. This is […]
Service Catalogue
In this guide we will cover: – Service Catalogue – Service Access – Service Details – Field List – Monitored Services (Service Status Monitoring) – Maintaining your Service Catalogue – Favourite Services – Checking User Access Admin Guides: Services Service Catalogue The Service Catalogue is a means of providing your end-users with a pre-defined list […]
How to Create New Request Buttons within a Service
Creating service request buttons via the service details table. The custom scribe iframe can be found for this within the lesson "The Service Catalogue – Advanced Configuration" 1. Add a new service request button. 2. Name the button, I have named this one 'Request Microsoft software' 3. Now choose the ticket type this button will […]
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 Admin Guides: Self Service Portal Ticket Types Related Guides: Service Catalogue Creating the Ticket Type When tickets are raised by agents in (or by end-users on the Self-Service Portal) […]
The Service Catalogue – Advanced Configuration
In this guide we will cover: – What are services and when are they used? – Creating a new service with a breakdown of each setting – Change the service image/logo What are services and when are they used? Services in Halo are used to organise the services you provide to your end users, rather […]
Service/Application Availability Management
In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]
The Service Catalogue
In this guide we will cover: – Service Catalogue – Service Access – Service Details – Field List – Monitored Services (Service Status Monitoring) – Maintaining your Service Catalogue – Favourite Services – Send Bulk communications to all subscribers of a service Admin Guides: Services Service Catalogue The Service Catalogue is a means of providing […]
Service Status Monitoring
In this guide we will cover: – Monitored Services – Setting up a Monitored Service (Email Alerts) – Ticket Driven Service Monitoring – Service Monitoring in the Portal – Service Monitoring and Live Chat Monitored Services Services in Halo can also be configured as 'monitored' services, which will allow for their status to be tracked. […]