Major Incident Management

In this guide we will cover: – What is a Major Incident? – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is a very high priority issue, […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding Ticket Sources (v2.204.1+) What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been […]

Sensitive Tickets

In this guide we will cover: – What are sensitive tickets? – How to mark a ticket as sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket in Halo can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in […]

Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)

                                                              In this guide we will cover: – Default Ticket Type Assignment Options – Global Ticket Settings – Options Shown on New Ticket Screen/New Actions – Agent Statuses, Ticket Statuses and Teams – Qualification Matching – Load Balance per Ticket Type – Load Balance per Agent – Load Balance per Team – Load Balance Re-Opened Qualified […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]

Manually Creating a Ticket

How to add tickets manually in Halo. Related Articles: Ticket types Custom Fields Permissions As well as emails generating tickets in Halo and users logging on the end-user portal, you can also raise them manually. The new ticket button shown on the far left of the below image, can be added using the advanced setting […]

Configuring Additional Agents

In this guide we will cover: – Configuring Additional Agents – Adding To Actions, Ticket Rules and Ticket Templates – Notifications Admin Guides:  Ticket Rules Tickets General Settings Ticket Types  Actions  If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as additional […]

Creating Tickets

In this guide we will cover: – Creating Tickets via Email – Creating Tickets via the Self Service Portal – Creating Tickets Manually This article shows the 3 primary ways you can create tickets in Halo. Email – Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under […]

Event Management

In this guide we will cover: – Setting up Event Management – Creating an Event Rule – Overseeing Events  Event management allows you to manage the events that are triggered by Asset Management and Alerting integrations using webhooks. Using this module you can create rules to determine which events log tickets and control the fields/configuration […]