Ticket Views

Next are Ticket Views. Views encompass Lists, Filter Profiles and Column Profiles. All of which can have a global default as well as being an agent preference. Lists These are a way of further filtering which tickets appear on screen. They can be customised here and we have a few pre-configured for you out-of-the-box. By default, the incidents […]

Existing Reports

HaloITSM has over 800 reports at your disposal out of the box. 140+ of them can be found here. The remaining reports are found on our Online Repository here in the reporting module. The Online Repository holds reports that have been written by existing clients and shared globally: Each and every one of these reports […]

Reporting Query Builder

The Query Builder allows you to create reports with no coding knowledge required. You can create a new report here. In the Data Source select the Query Builder as seen below: Then in Fields you can select the columns of information that are required: Once your columns have been selected, go to 'Preview Report' and […]

Asset Management and Alerting Integrations

A great place to start is by checking out our asset management and alerting integrations here. This will allow you to see what out-of-the-box integrations you can make the most of to bring in any existing asset data. You can also import this data via an excel spreadsheet or connect to any SQL database.  To activate […]

Service Catalogue

The service catalogue is one of the largest areas of HaloITSM. It can bring together ticket types, templates, approvals and workflows to be displayed easily to your end users as services that they can request, subscribe to and get status updates from. We have many service requests pre-configured for you to use, edit and clone. […]

Asset Management

The asset management area allows you to store an unlimited number of asset and CI records, broken down by Asset Groups and Asset Types. You can then define the Asset Fields used for each asset type including matching fields, key fields and ordering the asset columns: Asset Groups Asset groups are used to group multiple asset types […]

Workflows

Workflows allow you to structure the process a ticket goes through before it can be considered "Resolved". The easiest way to think about Workflows is by considering a Workflow as restricting the available Actions at any given point.   Your workflows are all listed under Configuration > Tickets > Workflows, this is where you can view, […]

Approvals

A great feature of HaloITSM is that approvers do not need an agent license! They can approve via the end-user portal, or their email inbox. Approval processes can be dynamically generated and populated at any given stage of your bespoke workflows. Approvers can be sent to CABs (change advise boards), agents, users, and external emails […]

Actions

In this guide we will cover: – What are Actions? – Creating Actions – Restricting Actions – Access Control on Actions Admin Guides: Actions What are Actions? Actions are versatile tools that empower employees to work efficiently. They enable you to create customisable buttons on tickets, defining their actions upon clicking.  They will appear in […]

Self Service Portal

A key feature to HaloITSM is the Self Service Portal. You can view your Self Service Portal quickly by clicking on your account icon in the top right and hitting "Switch to End-User Portal" which will take you to your portal URL – $Yourportalurl To edit the look and feel of your portal head to […]