Service Search – Order Service Search by Relevance

A new setting can be found in Configuration > Self Service Portal; Assume the following scenario for Service Search Type from Configuration > Services; This new Search method requires all search terms to appear, in any combination in one or more of the following fields; Searching for a Service;   Service Title (Agent Facing Title) Service […]

Customising how your Tickets Look

In this guide we will cover: – Ticket Layout Overview – Customise if and how the Workflow Stages of the Ticket Appear – Customise How to Progress Feed Looks/is Organised – Customise how the SLA Timer displays – Customise when the Sidebar shows and the Information that shows here – Customise the Information that is […]

Connecting Claude to Halo’s MCP Server

In this guide we will cover: – What is the Halo MCP Server Connection? – Enabling the MCP Endpoint – Creating an API Application – Adding the Connector to Claude – Using the Connection Configuration Settings: AI Related Guides: Halo MCP Server Connection Note: The endpoint required for this functionality is available as of v2.236+. […]

SFTP CSV imports Integration

In this guide we will cover: –  What is the SFTP CSV imports Integration? – Enabling the module   – Setting up SFTP CSV imports – The Halo Integrator SFTP CSV imports Integration Available from v2.226.1+, When a Supplier updates products on a file in a FTP sever, the SFTP CSV imports Integration connects to […]

AI Ticket Clustering

In this guide we will cover: – What is AI Ticket Clustering? – Clustering Runs – Viewing & Using Ticket Clusters – New Clustering Runs & Archiving Related Guides: – Contents of AI Guides – Leveraging AI in Halo – AI Insights – Vector Search Databases Configuration Settings Guide: – AI Ticket Clustering is now a part of Halo's AI […]

AI Agents

In this guide we will cover: – What are AI Agents? – API Application – Creating AI Agents – AI Agents in Runbooks Admin Guides: AI Related Guides: Connecting AI to Halo Leveraging AI in Halo Custom Integrations/Runbooks AI Abilities   What are AI Agents? Available from v2.234.1+, an AI Agent is a custom set […]

Custom Buttons

In this guide we will cover: – The benefits of using custom buttons and tabs – How to create a custom button – Create Custom buttons via the API Admin Guides: Custom Buttons Related Guides: Asset Custom Buttons The Benefits of using Custom Buttons and Tabs This video By Connor from Renada, goes over the […]

Security Questions

In this guide we will cover: – What are Security Questions – Setting up Security Questions – Setting answers to Security Questions  – Using Security Questions on a call Admin Guides: Security Questions Related Guides: Call Management The functionality outlined in this guide is available from v2.236+. What are Security Questions Security Questions allow an […]

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 […]