Introduction

The HelloID Self Service module allows end users to request resources and products from their respective owners. These requests arrive at the right person in the right context for approval or denial, with tracked actions and updates throughout the process. 

Common functionality is to facilitate requests for apps, shares, and software. However, you can enable your organization's users to request any number of resources. Authorized users can event request physical items such as the company presentation laptop, a replacement phone, or even to reorder business cards and office supplies—all with the click of a button.

Product and resource owners can, in turn, keep track of which users are active and which licenses, apps, shares, etc. they have in use. Changes are handled and registered uniformly without ever bogging down the helpdesk.

Self Service Module Components

The HelloID Self Service module contains five major components: Categories, Products, Approval Workflows, Forms, and Users, each of which will be covered in brief below.

Categories

Categories are a grouping 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, or a category for all of your file shares to which users may request access. Learn more about categories here.

Products

All requestable items in Self Service are referred to as "Products". Products are configured by the HelloID administrator and owned by end users within your organization, typically managers or resource owners. Authorized users are then able to request access to those products, and their request is either approved or denied by the product owner. Learn more about products here.

Approval Workflows

Whenever a product is requested, HelloID triggers an approval workflow. Approval workflows are a customizable set of steps that a request must go through in order to be approved or denied. The default workflow, for example, routes product requests to the product owner. Alternatively, requests can be automatically approved or denied. You may also create your own workflows that route requests to any number of users within your organization. Learn more about approval workflows here.

Forms

Sometimes a simple request is not enough—you need more information from the end user. To get this information, a form may be associated with a Self Service product. When that product is requested, the end user must fill out the form. The data from that form can be used later on in the request process. Learn more about forms here.

Users

End Users

See: How to enable Self Service for end users.

Any authenticated user may request a Self Service Product to which they have access. Access is granted not only at the product level, but at the category level as well. Available products may be viewed and requested on the HelloID User Dashboard by going to the Self service products section. Learn more about requesting products here.

Managers

See: How to enable Self Service for managers.

Managers have the ability to view their employees' Self Service products, as well as request products on their behalf.

Product Owners

See: How to enable Self Service for product owners.

Each product is owned by a person within your organization. By default, this person is responsible for approving or denying the requests for access to their product. Incoming requests are displayed on the HelloID User Dashboard under Inbox. With the proper permissions, product owners can also request access to their products on behalf of other users.