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 lesson 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 […]
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 […]
Viewing a Client’s Tickets
Related Articles: Views, Columns and Filter profiles The ticket screen Customer Management 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 the tickets tab. You can choose to view different sets of tickets using the filter […]
Scheduled Tickets
In this lesson we will cover: – Creation Screen – Schedule – Adding From Client Level Related Articles: Parent and Child Tickets Ticket Types Ticket Templates Linking Assets For a detailed list of each configuration option and the description of what it does, refer to the Admin Guide: Scheduled Tickets Using scheduled tickets can inform […]
Creating a Form
Creating a form using custom fields, field groups and dynamic field visibility. Related Articles: Custom Fields Dynamic Field Visibility Creating a form for either your end users or your agents to fill in is simple; this is done in the ticket type settings. This guide will run through an example of this. This will combine […]
