Risk Scoring

In this guide we will cover: – Enable Risk Scoring – Risk Scoring Using a Single Select – Risk Scoring Using a Calculation Related Guides:  Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be a useful tool within a change management process to […]

Approval Process for a Users Department Manager

In this guide we will cover: – Head of the Users default Department – Create an Approval Process for The Users Manager to Approve Head of the Users default Department Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the […]

Approval Processes Overview

In this guide we will cover: -What are approval processes and when are they used?  -Creating an Approval Process -Settings against the approval process step -Triggering an Approval Process -Approving  -Overriding Approvals -Delegate approvals -Example Approval Process Associated Administrator Guide: Approval Processes What are approval processes and when are they used?  Approval processes in Halo […]

Problem and Change Management Using Fully Configured Workflows

In this guide we will cover: – Raising Problems – Dynamic Visibility of the Service Status Note – The Problem/Resolution Finder – Workflow Progression when the Cause is Identified – Workflow Progression when the Cause is Not Identified – Suggested Articles on the Ticket Creation Screen of the Portal Associated Guides: Workflows Change Management Ticket […]

Approval Delegation

In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Enabling Agent Delegation (v2.190.1+) Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a few settings in various areas of Halo. Time durations can […]

Software Releases

In this guide we will cover: – What is the Software Releases functionality?  – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release)  – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated administrator guide:  Software Releases […]

Change Management

In this guide we will cover: – Change Management Explained – Types of Change – Change Management Tab – Approval Processes – Approval Step on a Workflow – Change Freeze Periods – Asset Dependencies – Change Calendar – Date Dependencies Associated Admin Guide:  Change Management  Change Management When a change request ticket is raised, this should […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]