Service Automation

Currently, end users can see all available Self Service Products, even those they do not have access to. When attempting to request such a product, they receive a message like "You are not allowed to request this product." This leads to unnecessary clutter and confusion in the product overview. We would like to limit the visibility of products so that end users only see the groups/products they are actually allowed to request. This would significantly reduce the number of visible products and improve clarity. At the moment, the only workaround is to use categories to segment visibility, but this requires creating a separate category for each product, which is not scalable or maintainable. Suggested Improvement: Add a configuration option to hide products from users who do not have access. Make product visibility dynamically dependent on group membership or access rights. Benefit: Improves user experience by reducing confusion. Keeps the product overview clean and manageable. Reduces administrative overhead by eliminating the need for excessive category creation.

An Automation tasks contains more info than is available in the response in the API call ( https://your-company-name.helloid.com/api/v1/automationtasks/{TaskGUID} ) I would like to create a report with the settings of all tasks with information about the timeout, wether or not to send mail when succeeded/failed and when send mail for critical events and the emailaddress

Currently, there is no dedicated standard report available for audit logs specifically related to Service Automation Products in HelloID. The existing report titled "Service Automation - Audit" includes audit data, but it is grouped under the section "Audit - SA audit (delegated forms)", which is misleading. The naming suggests that the audit logs only pertain to delegated forms, while in reality, product-related logs are also included. This lack of clarity makes it difficult to distinguish between audit entries originating from products and those from delegated forms. Suggested Improvement: Introduce a clear separation in audit reporting between Service Automation Products and Delegated Forms. Update naming conventions in reports to accurately reflect the source of the audit data. If technically feasible, add contextual metadata to audit entries to indicate whether they originate from a product or a delegated form. Benefit: Improves clarity and usability of audit reports. Enables more precise tracking and analysis of product-related activity. Reduces confusion for administrators and consultants working with audit data. Supports better compliance and troubleshooting workflows.

In HelloID Dynamic Forms, nearly all field types allow configuration as required, except for the multi checkbox field. This inconsistency limits the usability of the multi checkbox, especially since it’s a preferred option for end users due to its clear visual layout — all options are immediately visible without needing to click. Currently, we use the multiselect dropdown as a workaround, since it can be marked as required. However, this is less intuitive for users and not ideal from a UX perspective. Suggested Improvement: Add a configuration option to the multi checkbox field to require at least one selection. Keep this setting optional, so the field can still be left empty if desired, similar to how other fields behave. Benefit: Ensures consistency across field types in Dynamic Forms. Improves user experience by allowing use of the more visually accessible multi checkbox. Reduces reliance on dropdowns and workarounds. Keeps forms clean, intuitive, and user-friendly.

Currently, the Self Service Product overview page only displays the Name and Description fields, and search functionality is limited to those fields. It would be very helpful if the Category column could also be added to the overview and made searchable and/or filterable. This would significantly improve the ability to quickly locate products within a specific category, especially in environments with a large number of products. Suggested Improvement: Add the Category column to the overview table. Enable filtering and/or searching based on the Category field. Benefit: Enhances usability and efficiency when managing and navigating Self Service Products.

When you request a product that has a required comment field, and you leave that field empty, you can still click the Request button. After clicking the button, you get a generic error message: "An error occurred." However, there’s no explanation about what caused the error. The system doesn’t inform the user that the comment field is mandatory. Expected behavior: If the comment is required but not filled in, the system should either: Disable the Request button until the comment is entered. Or show a clear validation message explaining: "Please enter a comment before submitting your request." This would help users understand what went wrong and fix the issue themselves, instead of contacting support or trying again without success.

Note: this feature is part of the milestone "Recertification" and requires the HelloID Governance module license. While many useful Recertification features have recently been released, there is currently no way for HelloID Administrators or Security Officers to view an overview of all handled and unhandled Recertification requests. This lack of visibility makes it difficult to have an easy overview of all handled and unhandled requests, troubleshoot issues, or follow up on specific recertification tasks. Introducing this feature would also greatly support auditing by providing clear and accessible historical data. Supporting features: A full history of handled and unhandled Recertification requests. Filters and search options to quickly locate specific requests. Ability to retry tasks that have failed. Option to mark tasks as succeeded when appropriate. Similar layout and behavior to the Self Service Request History page for consistency.

To simplify form management, it would be useful if you could easily moving a control between steps on a multistep form. Right now you have to either copy the manually adjust the json using the editor or delete and recreate the control

Some products in Service Automation make use of a time limit for assignments. The change I would like to propose adds visibility of the product’s return/expiration date within the Request History section of Self Service. This would allow administrators to easily see when a product is set to expire for a user. With this information, they could proactively prompt users to extend the product via Service Automation if needed.

At the moment, you can see the total number of items in a list (for grid/multiselect grid) and even the number of items you have selected in that list (for multiselect grid). It would be nice to also have these totals for both sides of a dual list. This makes it easier to work with dual lists that contain a lot of items.