Service/Application Availability Management

In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime  What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]

AI Article Creation

In this guide we will cover: – Configuring KB Articles to be Created by AI – Trigger using an action – Trigger using an event Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This […]

An Introduction to the Knowledge Base

In this guide we will cover: – What is the Knowledge Base? – Viewing, Editing and Adding Articles – Configuring Article Suggestions – Adding Videos to Articles – Cloning Articles – Reporting on Articles – KBs on a Ticket Type – KBs on the Self-Service Portal Admin Guides: Knowledge Base Ticket Types Related Guides: FAQ […]

ScalePad Integration

ScalePad Documentation.

Performing Ticket Approvals via API

1. Get Ticket Information First, retrieve the ticket details by making a GET request to: /api/tickets/{ticket_id} The response will contain an approvers array. Each approver entry contains: name – The approver's display name emailaddress – The approver's email user_id – The approver's user ID seq – Required for approval submission actionnumber – Required for approval […]

Creating Report Data Within a Runbook (Matching and Merging to Existing Alert Tickets)

In this guide we will cover: – Creating Report data within a Runbook – Worked Example – have email alerts merge based on alert ID Creating Report Data within a Runbook Report queries can be within integration runbooks to obtain data from your Halo database to be used as part of the runbook.  This guide […]

$-Variables (Dollar Sign Variables)

In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Formatting Variables – Variable Suggestions 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 […]

Document Management for Customers, Sites and Users

In this guide we will cover: – What is Organisation/Customer, Site and User Document Management? – Managing Documents Under Organisation/Customer, Site and User profiles – Additional Functionality Document Versions Have users upload documents in the portal Note: The functionality outlined in this guide differs to managing documents within the documents module, this guide below requires […]

Suppliers

In this guide we will cover: – Enabling Suppliers – Creating Suppliers – Viewing Supplier Profiles  – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API – Allow Supplier Contacts to Access the Portal Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import […]

PopUp Notes For Customers & Contacts

In this guide we will cover: – What are Popup notes? – How to create Popup notes What are Popup notes? It's possible to add popup notes against customers or contact records. Pop-up notes can be set to show whenever a ticket associated to that customer/contact is loaded, or whenever the customer/site/user profile is viewed.Pop-up […]