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FAQ List: HaloITSM Guides

Azure DevOps Integration

In this guide we will cover: – What is the Azure DevOps Integration? – Connecting to DevOps – Syncing between DevOps and Halo – Halo Configuration Options What is the Azure DevOps Integration? The Azure DevOps integration allows you to sync tickets from Halo to work items in Azure DevOps and vice versa. This includes […]

Custom Integrations/Runbooks

In this guide we will cover: – Building blocks of runbooks  – Log a Ticket when a Runbook Fails – Runbook Statistics – Worked Example  – Actions that can be completed through the API – Using Previous output variables in subsequent steps The Building Blocks of Runbooks Create a New Runbook To create a runbook […]

Reports and Scheduling

The following video explores Ticket Reporting and how you can configure actions to generate reports from within a ticket. For Portal Users: Video Link – Ticket Reports                                                              The following video explains the side pane dashboard feature and how to customise it to include your followed tickets. For Portal Users: Video Link – Side Menu Dashboard With […]

Asset Import – CSV/XLS/Spreadsheet Method

In this guide we will cover: – How to Import Assets using CSV/XLS/Spreadsheet Method – Importing Asset fields and Custom Asset fields – Finding Errors When Importing – Limiting Rows Admin Guides: Asset General Settings How to Import Assets using CSV/XLS/Spreadsheet Method This guide covers how to import assets using the Assets Sample Spreadsheet. This […]

Variables in Email Templates

Using variables to customise the information sent to end-users and displayed to agents. Related Articles: Email settings Creating and customising Actions Custom Fields Ticket fields   Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if […]

How to change the colour of ‘How can we help you today?’ on the Portal

In order to change the colour of the title in the portal, we have to change the custom CSS  in Configuration > Self-Service Portal > *Click into the Custom CSS Button* A modal window will appear which has the editable CSS: Add the below "color" line into the custom CSS for the search title: .portal […]

How long is welcome/password reset e-mail sent from web app valid for?

In this guide we will cover: – Default Expiry – Changing the Default Expiry Default Expiry Welcome or password reset emails are valid for 24 hours by default. After this time, they will expire and the user will not be able to reset their password and login. Changing the Default Expiry This default can be […]

Treat Forwarded Emails from Agents as End-User Emails

In this guide we will cover: – The functionality of the setting 'Treat Forwarded Emails from Agents as End-User Emails' This setting can be found under Configuration > Email > General Settings. Fig 1. Treat Forwarded Emails from Agents as End-User Emails setting When enabled, emails forwarded from agent addresses to your mailbox(s) will ignore […]

Using CRM Notes

In this guide we will cover: – Using the CRM Note Functionality – Customising CRM notes – Creating CRM Notes from a Ticket – Using the "Next Call Date" Field to Create Automated Tickets – Reporting – Worked Example – Use AI to Generate CRM Notes The CRM note functionality allows you to track and […]