Creating a Mailbox Overview
In this guide we will cover: – Pre-Requisites – Mailbox setup Overview – Configuring Multiple Connection credentials for a single Mailbox – Mailbox Access Control IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason […]
Customising the Agent Application
In this guide we will cover: – Switching to the New UI – Tickets General Configuration – Ticket Type Configuration – Action Configuration – SLA Configuration – Agent Configuration – Custom Tables Configuration – Dashboard Configuration – Advanced Settings Configuration – Branding Ticket Areas – Customising the Help menu Admin Guides: Actions Advanced Settings Agents […]
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 […]
Disallowing New Tickets via Email
In this guide we will cover: – Disallowing Tickets via Email Globally – Disallowing Tickets via Email per Mailbox Admin Guides: Mailbox Setup Disallowing Tickets via Email Globally In Configuration > Email > General Settings > Incoming Email, there are two options for disallowing tickets via email. The first is "Don't allow new Tickets via […]
Service Catalogue
In this guide we will cover: – Service Catalogue – Service Access – Service Details – Field List – Monitored Services (Service Status Monitoring) – Maintaining your Service Catalogue – Favourite Services – Send Bulk communications to all subscribers of a service – Checking User Access – Allow Non-Administrator Agents to Create and Configure Services […]
Knowledge Base
In this guide we will cover: – What is the Knowledge Base? – Viewing, Editing and Adding Articles – Adding Videos to Articles – Cloning Articles – Reporting on Articles – Access Control Admin Guides: Knowledge Base Related Guides: Access Control Article Drafts Problem/Resolution Finder Report Online Repository What is the Knowledge Base? The knowledge […]
PDF Templates
In this guide we will cover: – What are PDF Templates in Halo? – How to Customise your PDF templates – Who can configure PDF Templates? – XML Ticket Templates What are PDF Templates in Halo? PDF templates are used when printing or generating PDFs for various entities within Halo. This allows those entities to […]
Asset Management
In this guide we will cover: – Viewing Assets – Asset Overview – Configuring Assets – Barcode Scanning – Asset Fields and Custom Fields Admin Guides: Asset Fields Asset Groups Asset Relationships Asset Statuses Asset Templates Asset Types General Settings (Asset Management) Related Guides: Access Control Restricting Asset Access Viewing Assets To view a list […]
Stock Locations and Bins
In this guide we will cover: – What are stock locations and Bins? – Creating stock locations and Bins – Moving/transferring stock What are stock locations and Bins? Stock locations and bins are the areas in which your stock is stored. Sites in Halo can be set to be a stock location, this location may […]
Access Control
In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents to […]