Atera RMM Integration

In this guide we will cover: – What is the Atera RMM Integration? – Connecting to Atera – Importing Customers – Import Assets – Import Assets and Customer data automatically – Alerting What is the Atera RMM Integration?  This integration allows you to import customer and devices (assets) from Atera RMM into Halo, as well […]

User Management

Managing your users in Halo is simple. Your users are each listed under their client, then a site (also known as a location). These are the two containers which separate them. You can view the lists of users at any level. From any client/site screen or the customer screen you can view all of the […]

Okta Integration

In this guide we will cover: – What is the Okta Integration? – Connecting Okta in Halo – Creating an API Token in Okta – Creating an Application in Okta – Mappings and Configuration – Configuring Okta SSO What is the Okta Integration? The Okta integration can be used to map Okta groups to Halo […]

Missing or Deleted Tickets

In this guide we will cover: – Why can't I access a Ticket? – Recovering Deleted Tickets – Preventing Agents from Deleting Tickets Why can't I access a Ticket? The below screen indicates a ticket that cannot be accessed. Fig 1. Inaccessible Ticket. There are a variety of reasons as to why this may be […]

Problem/Resolution Finder

In this guide we will cover: – What is the problem/resolution finder? – Using the Resolution Finder – The Logic behind the Problem/resolution finder – Configuring the Resolution finder What is the problem/resolution finder? To optimise incident and problem resolution, similar previous and related cases (tickets) can be used to assist agents in resolving current […]

Call Pop-Up for Microsoft Teams

In this guide we will cover: – Configuring the Teams Admin Centre – Configuring each User Admin Guides: General Settings (Call Management) Related Guides: Call Management Microsoft Teams Integration This guide takes you through how to configure Microsoft Teams to launch the Halo call screen when answering inbound calls from Teams. Configuring the Teams Admin […]

PowerShell Integration

In this guide we will cover: – What is the PowerShell Integration? – PowerShell Configuration – Configuring Halo with PowerShell – Triggering the Script What is the PowerShell Integration? PowerShell can be integrated with Halo to run scripts based on Halo events. PowerShell Configuration This section outlines the configuration that needs to be complete in […]

Using Dollar Variables in Actions

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 this […]

Embedding your Halo Self-Service Portal into Microsoft Teams

In this guide we will cover: – What is Embedding the self-service Portal into Microsoft Teams? – Part 1 – Embed your Halo Portal into Teams – Part 2 – Configure Automatic Sign in – Error Troubleshooting What is Embedding the self-service Portal into Microsoft Teams? Embedding your Halo self-service portal into Microsoft Teams allows […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]