The Service Catalogue – Advanced Configuration

In this guide we will cover:  – What are services and when are they used?  – Creating a new service with a breakdown of each setting – Change the service image/logo What are services and when are they used? Services in Halo are used to organise the services you provide to your end users, rather […]

Pushing the Teams Embedded Self Service Portal to Customers Microsoft Teams Tenants

Prerequisites for this include setting up the following guides:  Microsoft Teams Integration Embedding your Halo Self-Service Portal into Microsoft Teams This use case of the Microsoft Teams embedded portal, was created by homotechsual: https://github.com/homotechsual/Blog-Scripts/blob/main/Microsoft%20365/Teams/WebTabForPartners.ps1 Alternate link

Viewing Child Tickets on the Portal

In this guide we will cover: – Showing Child Tickets on the User Portal – Configuring the Tab Showing Child Tickets on the User Portal For End-Users to see child tickets on the portal you will first need to set the ticket type level setting to determine what child tickets they can see: Configuration > […]

Service Level Agreements (SLAs)

In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Admin guides: SLA General Settings Service Level […]

Customers and Importing/Migrating Data

In this guide we will cover: – Customer records – Creating a New Customer – Importing Customers Customer Records This screen provides an overview of your customer records. Customers are the organisations/companies that you support and maintain services for. From here you can search your existing customer records or create new ones. You can also […]

Service/Application Availability Management

In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime  What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]

AI Article Creation

In this guide we will cover: – Configuring KB Articles to be Created by AI – Trigger using an action – Trigger using an event Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This […]

An Introduction to the Knowledge Base

In this guide we will cover: – What is the Knowledge Base? – Viewing, Editing and Adding Articles – Configuring Article Suggestions – Adding Videos to Articles – Cloning Articles – Reporting on Articles – KBs on a Ticket Type – KBs on the Self-Service Portal Admin Guides: Knowledge Base Ticket Types Related Guides: FAQ […]

ScalePad Integration

ScalePad Documentation.

Performing Ticket Approvals via API

1. Get Ticket Information First, retrieve the ticket details by making a GET request to: /api/tickets/{ticket_id} The response will contain an approvers array. Each approver entry contains: name – The approver's display name emailaddress – The approver's email user_id – The approver's user ID seq – Required for approval submission actionnumber – Required for approval […]