Ticket Types (Field Lists)

In this guide we will cover: – What is a Ticket Field? – Modifying Fields – Organise Fields into Pages on the Portal – Adding Signature Fields to Ticket Types Admin Guides: Ticket Types Related Guides: Custom Fields Altering Ticket Types What is a Ticket Field? A Ticket Field is a section on a Ticket […]

SLA Overrides

SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]

Workflow Runbook Automations

In this guide we will cover: – Configuring the Automation – Use in a Ticket Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of […]

ManageEngine Endpoint Central Integration

In this guide we will cover: – What is the Endpoint Central Integration? – Connecting to Endpoint Central – Site Mappings – Asset Mappings – Miscellaneous Settings – Importing – Syncing  What is the Endpoint Central Integration? The Endpoint Central integration is used for importing assets from Endpoint Central into Halo. If the Halo integrator […]

Agent Statuses

In this guide we will cover: – Making Agent Statuses – Changing Agent Statuses Manually – Changing Agent Statuses Automatically – Logging Changes – Mentioning Agents – Re-Assigning to Agents – Status for Live Chat – Agent Idle Timeout Admin Guides: Statuses Related Guides: Agents Appointments Chat Bot and Chat Profiles  Distributing Tickets in Halo […]

Article Restrictions

In this guide we will cover: – Restrict FAQ List by User Role – Restricting Access to Individual Articles  – Viewing Article Access – Remove the Agents' Ability to Edit Articles – Publishing Articles Using Unique Links Restrict FAQ List by User Role FAQ lists can be restricted based on different user roles. The default […]

SAML 2.0

In this guide we will cover: – Key Terms – Understanding the Login Flow – Exchanging Metadata – Configuring the IdP – Debugging a SAML Issue This guide aims to help understand Halo's SAML 2.0 integration. This document focuses mainly on versions past 2.104.1 as many new features were added in this version. Some references […]

How to Configure Timesheets

In this guide we will cover: – Key Settings – Add Fields to Time Logging screen – Set Warning if Time Taken on Action Exceeds a Set Amount of Time – Setting Target Hours and Holidays – Timesheet Approvals – Incomplete Timesheets Notifications Admin Guides: Time Management Related Guides: Timesheet Approvals  Time Tracking What are […]

AWS Integration

In this guide we will cover: – What is the AWS Integration? – How to import instances from AWS to Halo What is the AWS Integration? The AWS integration is used to import instances from Amazon Web Services into Halo. Allowing you to manage your servers (instances) in Halo. When instances are imported these will […]

Working on Tickets

In this guide we will cover: – Actions on Tickets – Respond Button – SLA Option for Response Timer – Ticket Screen – Options For Viewing Ticket Progress Admin Guides: Actions SLA General Settings Ticket Types  Tickets General Settings Ticket Views Actions on Tickets As an agent you will be working on tickets which were […]