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Self-Service Portal Customisation

In this guide we will cover:

- Portal Customisation

- Setting Portal Access

- Home Screen

- Tickets on the Portal



Portal Customisation

The Self-Service Portal can be customised in Configuration > Self-Service Portal. This guide will step you through each of the settings on this screen. These settings are used to change how your end user portal looks. 


Web Portal URL

Your portal URL will be displayed at the top of the page. It will be your web app URL with /portal at the end. For example, https://webapp.com/portal.


Fig 1. Portal URL.


Portal Title

The portal title field changes what is displayed on the tab of the browser when viewing the portal.


Fig 2. Portal Title.


It will then appear like below.


Fig 3. Portal title on the tab.


Portal Colour

This option allows you to customise the colour of your self-service portal.


Fig 4. Setting portal colour with a Hex code.


Portal Logo

Your self-service portal will display a logo in the top left corner of the banner, as seen in the above image. You can set the image to be your own logo here. If no image is selected, the image configured at your organisation level will be used instead.


Fig 5. Portal logo.


Setting Portal Access

To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, then uncheck 'Require users to login to access the portal'. 


Fig 6. Setting portal access.


FAQ list selection can be forced when users search the knowledge base. In Configuration > Knowledge Base > FAQ Lists, enable "Show the FAQ List selectin tiles and FAQ List filter on the Self Service Portal Search Screen".


When searching in the knowledge base, the user will instead see this screen where they can pick an FAQ list to view the search results for, and filter on the left side.


Fig 7. FAQ list selection on the end-user portal.


When allowing anonymous usage of the Self-Service Portal, you will be prompted to select an anonymous User Site. This will be the site anonymous tickets are raised under.


Fig 8. Anonymous User Site selection.


If using multiple portals, you can then disable anonymous access for one of those portals from the database by setting DisableAnonymousAccess in the NHD_IDENTITY_Application record for the portal = 1.


WARNING: Allowing anonymous users will make some API endpoints no longer require authentication, so it is worthwhile ensuring that no sensitive data is stored in the endpoints listed in the warning when deactivating the setting above.

When logging a ticket as an anonymous user, you will be required to enter a contact name and email address. The ticket will then get assigned to the selected anonymous site with the name and email address entered on the new ticket screen.

Permissions to see values and knowledge base articles will use the anonymous sites permissions, and only services with an access level of 1 (and available to everyone) will show in the service catalogue.


Home Screen

Menu Buttons

The menu buttons allow you to control what your users can do on the self-service portal. The buttons can be configured to take the user to different areas of the portal, or they can be a link to take the user to an external URL. These menu buttons can be customised by clicking the pencil icon found on the right-hand side of the associated button.


Fig 9. Menu button list.


Upon clicking this button you will be presented with the menu button configuration window.


Fig 10. Menu Buttons configuration popup.


Here you will be able to modify button details such as name, icon and colour. Moreover, you can also specify if users are required to log in to access the relevant menu button along with visibility settings for the menu button (namely, if the button is displayed on the home screen/navigation bar).


One such menu button is labelled "My Assets" and will provide your users with a link to view a list of their assets; along with all non-password fields, the status and the asset type. 


Buttons can also be specified to log an incident or a service request (this will open the service catalogue for services that can only have incidents logged against them or services that can only be requested) and can be configured to show or hide the preview screen when logging.


Fig 11. Hide or show the preview screen when logging.


All the button images, names and messages can be customised as per the above.


Fig 12. Home screen with menu buttons.


The home screen checkboxes let you customise the portal by enabling pre-configured areas to the home screen.


Fig 13. Home screen configuration.


Like below.


Fig 14. Pre-configured options added to the portal.


As of v2.208.1+, additional options for "Show my Tickets widget", "Show my approvals widget" and "Show my Assets widget" are available. These will show the five most recently updated Tickets, five most recent pending Approvals, and top five Assets respectively. 


Fig 15. "My" widget options.


You can also specify a background image to be displayed on your portal home screen. All you need for this is the publicly accessible URL of your chosen image - you will then be able to specify whether the image is displayed as a banner or as the full image.


As of v2.208.1+, the alignment of the Navigation Bar buttons can be changed. In Configuration > Self Service Portal, set "Nav button alignment". The default is set to "Right" as below.


Fig 16. Right alignment.


If switched to "Left", the buttons will shift and the search/language selection will move up higher.


Fig 17. Left alignment.


Tickets on the Portal

New Ticket Settings

Halo provides the option for your end-users to quickly log a ticket via clicking the 'New Ticket' button. There are 3 options for the configuration of the new ticket button: with ticket type selection (this allows your end-users to select the ticket type they are raising), with a given ticket type, or with a given ticket template.


Fig 18. New Ticket Settings configuration.


The below configuration allows users to log a certain type of ticket with that button, instead of selecting their own.


Fig 19. Menu button option.


You can also customise the ticket details.


Fig 20. Ticket Details Settings.


Tickets can also be raised on behalf of other users by heading into Configuration > Self-Service Portal, you will find the option to "Allow logging on behalf of other Users".


Fig 21. Logging on behalf of other users.


This will provide you with an option to specify the 'Contact' of a ticket, which equates to the associated end-user of that ticket.


You can use customised filter profiles on the portal.


Fig 22. Allowing custom filter profiles in the portal.


Within Configuration > Tickets > Views > Filter Profiles, select or create a filter profile with the criteria you wish to show. Then enable "Show on the Self Service Portal".


Fig 23. Setting a filter profile to show on the portal.


When viewing the "My Tickets" tile in the portal, this dropdown will default to what is set in Fig 19. The other ones made available by Fig 20 will show when clicking on the dropdown.


Fig 24. Filter profile options.


Ticket Details Settings

The ticket details settings let you choose what information you want the end-user to be able to see when viewing their ticket. Other field information can be made visible or hidden by editing the fields on the ticket type's field list in the configuration.


For instance, "Show SLA Compliance Information" will show the SLA bar to the end-user.


Fig 25. SLA on a ticket on the portal.


New Action Settings

The new action settings allow you to choose whether users can close their own tickets or not.


Fig 26. New Action Settings for closing.


Halo also provides the option to allow end-users to re-open tickets from the self-service portal. This can be configured by heading to Configuration > Tickets > Ticket Types, clicking into the relevant ticket type and modifying the 'Closed Tickets can be reopened on the End-User Portal' checkbox accordingly.


Fig 27. Emailing closed ticket setting.


Footer Content

This is how you can customise the footer in the portal, which will typically contain a language selection box as well as your organisation contact details (unless hidden). You can also choose a "Language selection placement" for whether the language selection dropdown shows above or below these contact details. Putting this box above allows for a wider variety of options if using custom CSS on your portal.


Miscellaneous

Here you will find additional configuration options, such as allowing users to upload attachments when submitting tickets via the end-user portal.


Fig 28. Miscellaneous setting for attachment upload.


More Information

Checkout the HaloPSA Academy guides on the self service portal: Guides. For a detailed description of the self service portal settings: Admin Guide 


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