Notification Templates
In this guide we will cover: – Editing Notification Templates – Using Notification Templates Admin Guides: Notification Templates Related Guides: Notifications Notification templates are used to edit the way that notifications appear if not using an email/SMS template. These are built-in to the system, and new ones cannot be created as these correspond with the […]
Navigating the Self-Service Portal (For End Users)
In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]
Organisation Contracts/Agreements
In this Guide we will cover: – What are Organisation Contracts/Agreements? – How to create Organisation Contracts/Agreements – How to use Organisation Contracts/Agreements – Sending/renewing contracts Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably. This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out Creating […]
Supplier Agreements/Contracts
In this guide we will cover: – What are Supplier Agreements/Contracts in Halo? – How to create a Supplier contract – How to use a Supplier contract – Supplier Contract Expiry Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably. This guide covers supplier contracts in Halo, if you are looking […]
FAQ List Access Control
In this guide we will cover: – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Access Control on Existing FAQ Lists Access control has been added to FAQ lists within the Knowledge Base in v2.190.1+. For existing FAQ lists that were created before this version, these […]
Webhook and Integration Runbook Access Control
In this Guide we will cover: – What is Webhook and Integration Runbook Access Control? -Giving Access Control What is Webhook and Integration Runbook Access Control? From v2.190+ access control can be set against integration runbooks and webhooks to allow certain agents configuration access to selected webhooks and runbooks. This allows you to grant configuration […]
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. […]
