Incident Management
Related Articles: SLAs Ticket Types Workflows Actions Incident Management aims to minimise the negative impact of incidents (unplanned interruptions or reductions in quality of a service) by aiming to restoring normal service operation as quickly as possible. In Halo this is done through a thorough ticket record with a custom workflow aimed at managing the […]
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 […]
Altering Ticket Types
In this guide we will cover: – What are Ticket Types? – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]
Ticket Templates
In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]
Actions
In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab Admin Guides: Actions Related Guides: Access Control Actions: System Uses Custom Fields Actions define what you can do on a ticket. Performing an Action on a ticket will modify it's status […]
Service Level Agreements (SLAs)
In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column Admin guides: SLA General Settings Service Level Agreements Workdays Tickets General Settings SLA Notifications Overview SLAs in Halo track initial response […]
Statuses
In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions (v2.184.1+) For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses […]
To-Do Lists
The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]
Viewing a Site’s Tickets
How to view a site's tickets Related Articles: Views, Columns and Filter profiles The Ticket screen Sites and Clients Explained You can view a complete list of all tickets past and present opened by any given client. This is done by navigating to the Client's record and clicking Tickets. Using the view profiles you can […]
Creating and Using Quick Actions
Creating and Using Quick Actions Related Articles: Actions $-variables In Halo you can create quick actions for your agents to inform the user or supplier of something and populate this with database information. This can be used to inform a user that their account is now set up and the login credentials, update the end-user […]
