AI Case Clustering

In this guide we will cover: – What is AI Case Clustering? – Enabling Ticket Clustering – Running a Clustering Job – Viewing Cluster Data on a Ticket What is AI Case Clustering? The AI Case Clustering feature in Halo ITSM automatically groups tickets into clusters based on their vector embeddings, using a KMeans algorithm […]

SailPoint Identity Now

In this guide we will cover: – What is the SailPoint Identity Now Integration? – Enabling the SailPoint Module – Connecting to SailPoint  – Role Mappings – User Mappings – Map User and Agent Fields – Import Users/Agents – Import Users/Agents on a Schedule This integration is available as of v2.234+. What is the SailPoint […]

SeatGeek Integration

In this guide we will cover: – What is the SeatGeek Integration? – Enabling the Module – Generating your Client ID and Secret – Connecting SeatGeek to Halo What is the SeatGeek Integration? Avaliable from v2.234+, the SeatGeek integration allows you to import your User Change Events from SeatGeek into Halo. Multiple instances of SeatGeek […]

Searching the Knowledge Base

In this guide we will cover: – How to Search for Articles – Which Elements of the Article are Checked as part of a Search? – Improve Search Using Meta Words  – Search using Article IDs – Force an FAQ list to be Chosen before Returning Articles in the Search – Filtering and searching on […]

AI Abilities

In this guide we will cover: – What are AI Abilities? – Creating AI Abilities  – AI Abilities in Virtual Agents  – AI Abilities in Runbooks Admin Guides: AI Related Guides: Connecting AI to Halo Leveraging AI in Halo Virtual Agents in the Chat Bot Custom Integrations/Runbooks AI Agents  Note: If you are looking for […]

Start to Finish: Organisation Structure

In this guide we will cover: – Creating Organisation(s) – Creating Departments – Creating and assign Teams – Creating Agents – Creating and assigning Roles Admin Guides: Organisation Details Related Guides: Departments Organisations Roles Teams What is an Organisation? An Organisation represents your business, and stores key details such as the name and address. It […]

Using Apidog

In this guide we will cover: – Navigating Apidog – Uploading Test Data (CSV) – Creating a Test Scenario – Authorising the Request – Linking Dynamic Values to Test Data – Running the Request Related Guides: Setting up an API Agent Using Postman Apidog is a tool which can be used to make direct API […]

Active Directory Integration (LDAP)

In this guide we will cover: – Setting Up A New Connection The Details Tab Field Mappings Agent/User Mappings CAB Mappings New User Onboarding Imports – Running the Sync – Helpful Information Fields Child Domains Halo's integration with Active Directory (AD) allows you to configure an LDAP connection for syncing Agents and Users from AD into […]

Allow Users to Update their own Details from the Portal

In this guide we will cover: – Allow Users to Update system User fields – Allow Users to Update Custom Fields – Editing Fields in the Portal   Users can be allowed to update their own user details from the self service portal. Making it easier for users to keep their details up to date […]

Zapier Integration

In this guide we will cover: – What is the Zapier Integration? – Enabling the module  – Configuring Zapier  What is the Zapier Integration? Zapier is a platform that connects with different apps in order to automate processes and workflows. The Zapier Integration allows you trigger an action in another application based on an event […]