MI Automatic Communications with AI Integration
This process automates the generation and distribution of Major Incident (MI) communications using AI to ensure timely, clear, and consistent messaging. Upon MI creation, the runbook automatically extracts incident details and leverages AI prompts to generate three tailored communication outputs: an Executive Summary for leadership, Public Stakeholder Communications for external audiences, and Internal Communications for […]
AI Change Optimisation for Standard Change Automation
This process leverages AI to analyse and optimise change requests by identifying patterns in historic changes. When a new change request is submitted, the runbook automatically evaluates its details against a dataset of previously implemented changes. If the request matches a known low-risk, frequently approved change, AI assigns it a standardised classification and flags it […]
AI Risk Advisory For Change Management
The Change Risk Advisory runbook in HaloITSM is a custom integration that analyzes change requests to assess risk levels. It automatically retrieves linked assets, evaluates asset dependencies, and identifies similar past changes. This data is sent to an AI service, which returns a predicted failure risk (e.g., "22.5%"), along with a comment providing risk context […]
Providing your On-Premise Halo DB for Debugging
This guide details how you can provide a backup of your on-premise Halo database (DB) to Halo support for debugging purposes. Please only do this if requested from our development team. To begin, you will need to follow the steps outlined in this guide: https://support.haloservicedesk.com/kb?id=1706 and then provide us with the public key that is […]
On Premise – Pre-requisites
Prerequisites To use Halo in the most performant manner, we recommend deploying two separate servers. One for the database (DB) and the other to run the Halo application. Each server should have at least the below minimum specifications: Platform: 32-bit (x86) or 64-bit (x64) Processor: 2 gigahertz (GHz) or faster, dual or quad core Memory: […]
Charge Type Overrides Explained
In this guide we will cover: – The charge type hierarchy – Overriding charge type rates – Worked example Charge Type Hierarchy The default hierarchy used for Charge Types is as follows (with ticket type overriding all): Ticket Type Action Agent With the charge type applied on an action and the setting "Charge Type will […]
Attachment Storage Locations and Endpoints
This article will explain the attachment storage location options and how to target the attachment endpoints in Halo. In this guide we will cover: – Attachment Settings – Client Side Uploads – API Endpoints for Attachments Attachment Settings Halo has now introduced a storage location within the advanced settings module (Configuration > Advanced Settings). This […]
Checking your DB Size
This guide details how you can check your on-premise Halo database size. Please run the below query directly on your Halo database: SELECT s.name AS SchemaName, t.name AS TableName, SUM(p.rows) AS RowCounts, — Total space in MB and GB CAST(SUM(a.total_pages) * 8.0 / 1024 AS DECIMAL(10,2)) AS TotalSpaceMB, CAST(SUM(a.total_pages) * 8.0 / (1024 * 1024) […]
Mailbox Overrides
In this guide we will cover: – Hierarchy Used for Mailbox Overrides – Override Locations Hierarchy Used for Mailbox Overrides The mailbox that will be used when sending an email to the end user of a ticket in Halo will be determined by the following hierarchy: – Action – Customer (if ticket is raised manually) […]
On-Premise Instance to Instance Refresh
The guide will detail how you can refresh your Halo on-premise instance with that of another on-premise instance, such as a production instance to a UAT / Dev instance. Throughout this guide I will reference the two instances as below: Source: The instance you are copying from Destination: The instance you are copying to Information […]
