Introduction

The HelloID Self Service module, also known as Service Automation, automates your organization's resource request process. This empowers end users, eliminates paperwork, reduces mistakes, and eases the helpdesk's workload. For more information and examples, see Service Automation.

The Self Service module comprise six sub-components: Products, Categories, Approval Workflows, Forms, Data Sources, and Users.

Products

All requestable items are referred to as products. A product is configured by a HelloID administrator and owned by a designated user. When a product is requested, the request is routed through an approval workflow.

Approval Workflows

When a user requests a product, HelloID triggers an approval workflow. An approval workflow is a customizable set of steps that a request must go through to be approved or denied. The default approval workflow simply routes a request to the product owner. However, you can create more complex approval workflows that route requests to multiple users within your organization (such as the end user's direct manager) and require multiple responses.

Categories

A self-service category represents a group of products, typically all of a similar type or targeted toward a similar audience. For example, you may have a category for all of your accounting software. Categories mediate access to the products they contain. Each category can be associated with one or more user groups, and users in those groups will have access to the products within the category.

Forms

Sometimes a simple request is not enough—you need more information from the end user. To get this information, you can associate a dynamic form with a Self Service product. The user must fill out the form when requesting the product, and the submitted data can be accessed later during the request process.

Data Sources

When using a form with a product, you may need to supply data to the form's elements. For example, you may need to populate options in a drop down menu, create a selection grid of HelloID users, etc. This can be accomplished via Data Sources.

Users

End Users

Any end user who has access to a self service product can view and request it on the end user dashboard.

See the End User Guide.

User Managers

User managers can view their employees' self service requests, and optionally request and return products on their behalf.

See the User Manager Guide.

Product Owners

Each product is owned by a designated user within your organization, called the product owner. Product owners respond to requests and can track which users have which products. Scheduled reports are particularly useful to help product owners monitor self service activity.

See the Product Owner Guide.