AI Case Clustering

In this guide we will cover: – What is AI Case Clustering? – Enabling Ticket Clustering – Running a Clustering Job – Viewing Cluster Data on a Ticket What is AI Case Clustering? The AI Case Clustering feature in Halo ITSM automatically groups tickets into clusters based on their vector embeddings, using a KMeans algorithm […]

AI Knowledge Base Discovery

In this guide we will cover: – What is AI Knowledge Base Discovery? – Internal Knowledge Discovery – Universal Knowledge Discovery – Knowledge Gap Detection Using AI Suggestions What is AI Knowledge Base Discovery? Halo ITSM provides three distinct modes of AI-powered knowledge discovery, available across both the Virtual Agent and Operations Assistant. These modes […]

AI Risk Advisory For Change Management

In this guide we will cover: – What is AI Risk Advisory For Change Management? – How It Works – The Risk Scoring Model – Fields Updated on the Change Record What is AI Risk Advisory For Change Management? The AI Risk Advisory for Change Management capability in Halo ITSM provides an automated, AI-powered risk […]

SLA Escalation Rules and Automations

In this guide we will cover: What are SLA Escalation Rules? Configuring SLA Warning Thresholds (1st and 2nd Warnings) Setting Up SLA Breach Notifications Escalating via Workflows AI-Driven Automation Based on Cluster Breach Percentage Related Guides: Service Level Agreements (SLAs) Notifications Quick Actions Modifying and Adding Workflows What are SLA Escalation Rules? HaloITSM allows you […]

SailPoint Identity Now

In this guide we will cover: – What is the SailPoint Identity Now Integration? – Enabling the SailPoint Module – Connecting to SailPoint  – Role Mappings – User Mappings – Map User and Agent Fields – Import Users/Agents – Import Users/Agents on a Schedule This integration is available as of v2.234+. What is the SailPoint […]

SeatGeek Integration

In this guide we will cover: – What is the SeatGeek Integration? – Enabling the Module – Generating your Client ID and Secret – Connecting SeatGeek to Halo What is the SeatGeek Integration? Avaliable from v2.234+, the SeatGeek integration allows you to import your User Change Events from SeatGeek into Halo. Multiple instances of SeatGeek […]

Searching the Knowledge Base

In this guide we will cover: – How to Search for Articles – Which Elements of the Article are Checked as part of a Search? – Improve Search Using Meta Words  – Search using Article IDs – Force an FAQ list to be Chosen before Returning Articles in the Search – Filtering and searching on […]

AI Abilities

In this guide we will cover: – What are AI Abilities? – Creating AI Abilities  – AI Abilities in Virtual Agents  – AI Abilities in Runbooks Admin Guides: AI Related Guides: Connecting AI to Halo Leveraging AI in Halo Virtual Agents in the Chat Bot Custom Integrations/Runbooks Note: If you are looking for information on […]

Start to Finish: Organisation Structure

In this guide we will cover: – Creating Organisation(s) – Creating Departments – Creating and assign Teams – Creating Agents – Creating and assigning Roles Admin Guides: Organisation Details Related Guides: Departments Organisations Roles Teams What is an Organisation? An Organisation represents your business, and stores key details such as the name and address. It […]

Using Apidog

In this guide we will cover: – Navigating Apidog – Uploading Test Data (CSV) – Creating a Test Scenario – Authorising the Request – Linking Dynamic Values to Test Data – Running the Request Related Guides: Setting up an API Agent Using Postman Apidog is a tool which can be used to make direct API […]