Contents of Knowledge Base Guides

In this guide we will cover: – Summary – Knowledge Base Guides Summary The Knowledge Base is a feature used to publish Articles visible to Agents and/or Users to assist with common questions or issues.  Knowledge Base Guides An Introduction to the Knowledge Base The Knowledge Base stores Articles in your instance. These Articles can […]

Remote Support

In this guide we will cover: – What is Remote Support  – Setting up Remote Support – Inviting Users What is Remote Support Remote Support is a tool which allows Agents to view and take control an Asset remotely. In order to use Remote Support in Halo, you must be connected to a Remote Support […]

Start to Finish: Self-Service Portal

In this guide we will cover: – What is the Self-Service Portal? – Changing your URL – Adding Branding – Customising Menu Buttons – Linking the Service Catalogue – Giving Users Permissions Configuration Settings: Self Service Portal Related Guides: Navigating the Self-Service Portal (For End Users) Start to Finish: Service Requests What is the Self-Service […]

Ticket Category Defaults and Overrides

In this guide we will cover: – Hierarchy Used for Category Defaults – Defaults Locations – Additional Overrides to Consider Hierarchy Used for Category Defaults The category that will be set will be determined by the following hierarchy: – Action – Client – Ticket Type Defaults Locations Action In Configuration > Tickets > Actions, go […]

Connecting Halo to BI Tools: Publish Profiles & Direct Database Access

In this guide we will cover: – Creating a Publish Profile – Adding the Report – Connecting to Postman – Connecting to Power BI – Upload Scheduled Reports to SharePoint Creating a Publish Profile On the "Availability" tab of reports there is a checkbox for publishing reports. The "Scheduled Emails" tab will eventually include a […]

Recurring Bills

In this guide we will cover: – What Are Recurring Bills? – Creating A Recurring Bill – Generating Bills From A Recurring Bill Related Guides: Bills Recurring Invoices The Ready For Invoicing Area What Are Recurring Bills? Bills in Halo are essentially records of what you owe or have paid to your own suppliers, as […]

Reacting Personal Information on Tickets – PII Data Flagging

In this guide we will cover: What is PII Data Flagging? Setting up PII Data Flagging Scanning Tickets for PII Viewing Detected PII for a Particular Ticket Redacting Data See all Active PII Detections and Redact/Ignore History What does Redacting Data Do? The functionality in this guide is available from v2.238+.  What is PII Data […]

User Roles

In this guide we will cover: – What are User Roles? – Creating User Roles – Assigning User Roles Manually – Assigning User Roles Automatically – Additional Restrictions by User Role Configuration Settings: User Roles What are User Roles? User Roles are roles that can set permissions and various settings against the user the role […]

Column Profiles

In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides:  Ticket Types Views Self […]

Automatic Logout Issues

In this guide we will cover: – Steps to Stop Automatic Logouts Sometimes you may find that certain agents are getting logged out of Halo on a repeated basis, often at a certain time or after a certain event. This guide will cover common places to check, explaining the logic throughout.  If you have any […]