Agreements (Contracts)
Configuration > Agreements Check out the Academy guides on our Support Portal, which can also be found on the HaloPSA Academy: An Introduction to Billing HaloPSA Academy – An Introduction to Billing Within the Billing Course of the Support Portal, you will find sections on Creating Invoices, Labour Billing and Recurring Invoices. Agreements that are active […]
Operations Assistant for Agents & Team Leaders
In this guide we will cover: – Chat Profiles for Agents – Agent App Virtual Agents – Virtual Analyst Use – Default Agent App Virtual Agents – Chat Improvements Chat Profiles for Agents Chat Profiles are available within the Agent Application, which allows the Virtual Agent feature to be utilised by Agents for quick actions […]
Knowledge Article Creation from Ticket Clustering using AI
This process leverages AI to analyse incoming tickets and optimise the knowledge management lifecycle by identifying opportunities for new article creation. When a cluster of tickets with high semantic similarity is detected, and no existing knowledge article meets the minimum vector match score threshold, the system automatically flags the issue as a candidate for documentation. […]
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 workflow in the online repository analyzes change requests to assess risk levels. It automatically retrieves linked CIs, evaluates their dependencies, and identifies similar past changes. This data is then leveraged by Halo's AI connection, which returns a predicted failure risk (e.g., "22.5%"), along with a comment providing risk context and recommendations. […]
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 […]
Automating Procurement
In this guide we will cover: – How to have purchase orders automatically create when item stock is below a set level This functionality helps to automate stock management, rather than monitoring stock manually this allows stock to be monitored and have purchase orders raised accordingly to replenish stock. Pre-requisites: You must be using our […]
Introduction to HaloITSM
In this guide we will cover: – The basics of each part of HaloITSM along with the appropriate terminologies Admin Guides: Actions Agents Custom Fields General Settings (Asset Management) General Settings (Tickets) Items & Stock Control Self Service Portal Services Service Level Agreements Statuses Views Related Guides: Actions AI Report Builder Customer, Site and User Records […]
Azure Consumption Billing (via Halo CSP Integration)
In this guide we will cover: – What is Azure consumption billing? – Configuring Azure Consumption Billing – Setting up invoices to use Azure consumption data – Setting up Invoices to use Azure Reserved Instances Data Related Guides: The CSP Integration Products Pre-requisites: You must be on v2.176 or above of Halo A Tier 1/Direct […]