Agent Notifications for Errors in the Halo Integrator/Email Processing

In this guide we will cover: – How to enable notifications, per agent, when there are errors in the Halo integrator or email services Agents can receive error notifications for Outgoing and Incoming emails as well as the Halo Integrator by using these settings located at Agent > Preferences > Notifications: Fig 1. Enable notifications […]

Additional Agents

In this guide we will cover: – What are Additional Agents?  – Adding the Additional Agents Field – Setting Additional Agents – Notifications – Adding Additional Agents to an Appointment What are Additional Agents?  If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can […]

Configuration Change Tracking and Instance Pipeline Management

Overview This comprehensive guide covers configuration management in Halo, including: Enabling and tracking configuration changes Managing changes between UAT and Production environments Rolling back changes when needed Synchronizing instances Pipeline Discipline: Essential Knowledge (critical rules for pushing changes safely) Importing and exporting configurations Getting Started: Enabling Configuration Tracking Before using configuration tracking features: Navigate to […]

Creating a Report From an Action

In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]

Searching Entities

In this guide we will cover: – Global Searching – Entity Specific Searching – Searchable Parameters per Entity – Filter and Sort Results – Self-Service Portal Searching – Advanced Searching – Searching Configuration Settings Global Searching When looking for something in your instance the global search bar can be utilised to quickly find the specific […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]

PRTG Integration

In this guide we will cover: – What is the PRTG Integration? – Configuring the PRTG Module – Asset Imports – Halo Integrator – Webhooks What is the PRTG Integration? PRTG can be integrated with Halo to create and manage alerts. Configuring the PRTG Module  To enable the PRTG integration in Halo, go to Configuration […]

Asset Resource Booking

In this guide we will cover: – Asset Resource Booking Configuration – Ticket Type Configuration Resource booking for assets is a feature of Halo that enables your end-users to book shared resources themselves, such as laptops or desk areas, via the self-service portal.  The resource booking feature also allows for end-users to book appointments with […]

AI Report Builder

In this guide we will cover: – What the AI Query Builder is – Writing a Prompt Admin Guides: General Settings (Reporting) Related Guides: Charts and Graphs in Reports Halo In-App Dashboard Reports and Scheduling Report Builder Report Data Sources What the AI Query Builder is The report builder uses an AI Assistant utilising the […]

ConnectWise Automate Integration

In this guide we will cover: – What is the ConnectWise Automate Integration? – Users and MFA – Configuring the Module – Clients, Sites and User Imports – Asset Imports – Alerting What is the ConnectWise Automate Integration? ConnectWise Control can be integrated with Halo to remote onto users’ devices. Users and MFA To retrieve […]