User Out of Office Detection

In this guide we will cover: – What is user OOO detection – Setting up user out of office detection – Out of Office and SLAs – Out of Office and Approval Delegation What is user Out of Office Detection? User out-of-office detection, allows you to set the dates users are out of office (OOO). […]

AI Article Summary and Article Duplication Detection

In this guide we will cover: – What are AI Article Summaries and AI Article Duplication Detection? – Enable AI Article Summaries – Enable AI Article Duplication detection What are AI Article Summaries and AI Article Duplication Detection? AI can be used in Halo to generate summaries of articles in your Knowledge Base. Useful for […]

Halo AI – Security Implications

This document outlines the security implications of connecting an AI model to your Halo instance, including how your data is stored and managed. This will depend on the 'Default AI Connection' you have chosen for your Halo instance. For information on how to connect using each model and the pross/cons of using each model checkout […]

Nagios XI Integration

In this guide we will cover: – What is the Nagios XI Integration? – Connecting to Nagios XI – Receiving Alerts What is the Nagios XI Integration? Nagios XI can be integrated with Halo to create tickets for alerts sent from Nagios XI, matching these to assets to provide easy to digest information on the […]

Common SQL Tables and Joins

In this guide we will cover: – Common SQL Tables and What Each Contains – Example Joins Between Them This guide will cover some commonly referenced SQL tables and the information that can be pulled from each. A majority of the tables listed here are also within the following schemas. ITSM Schema PSA Schema CRM […]

Optimising Reports to Improve Efficiency

In this guide we will cover: – Selective Data Retrieval – Join Recommendations – Subquery Alternatives – Minimising Use of Wildcard Characters – Use of $-filters Larger or more complex reports can potentially have slower loading times. This guide outlines a few key points to consider when writing reports to help combat this. Selective Data […]

Incoming Webhook Processing Service

In this guide we will cover: – What is the Incoming Webhook Service? – Available Integrations – Processing Methods – Viewing Webhook Logs – Viewing Individual Webhooks and Managing Attempts What is the Incoming Webhook Service? The incoming webhook service allows behaviour customisation of how Halo processes webhooks from integrations. In addition to the previous […]

Agent Cost Tracking and Profitability Reporting

In this guide we will cover: – What is Agent Cost tracking? – Setting Agent Costs – Profitability Reports What is Agent Cost tracking? The reporting suite in Halo can be utilised to create profitability reports based on real time data. This allows you to track the profitability of different areas of your business, including […]

Refreshing an Azure Token

In this guide we will cover: – What is an Azure Token? – When does a Token Need Refreshing? – Refreshing the Token What is an Azure Token? An Azure token is the method Microsoft use to allow access from external sources (in this case, Halo) temporarily. However, this token will eventually expire and need […]

Cloudfare Integration

In this guide we will cover: – What is the Cloudfare Integration? – Setting up the Integration – Customise the ticket that is logged What is the Cloudfare Integration? The integration between Halo and Cloudflare allows you to have notifications in Cloudflare log tickets in Halo. Allowing you to manage your Cloudflare notifications from Halo.  […]