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 […]
AI Knowledge Base Discovery
In this guide we will cover: – What is AI Knowledge Base Discovery? – Internal Knowledge Discovery – Universal Knowledge Discovery – Knowledge Gap Detection Using AI Suggestions What is AI Knowledge Base Discovery? Halo ITSM provides three distinct modes of AI-powered knowledge discovery, available across both the Virtual Agent and Operations Assistant. These modes […]
AI Risk Advisory For Change Management
In this guide we will cover: – What is AI Risk Advisory For Change Management? – How It Works – The Risk Scoring Model – Fields Updated on the Change Record What is AI Risk Advisory For Change Management? The AI Risk Advisory for Change Management capability in Halo ITSM provides an automated, AI-powered risk […]
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 […]
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 Note: If you are looking for information on […]
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 […]
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 […]
Intermedia Contact Centre Integration
In this guide we will cover: – What is the Intermedia Contact Centre Integration? – Obtain Connection Details – Create Webhook in Intermedia – Enable Intermedia for each Agent – Integration settings – User Matching – Tracking Calls What is the Intermedia Contact Centre Integration? The Intermedia Contact Centre Integration allows you to manage and […]