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 […]
Approval Processes Overview
In this guide we will cover: -What are approval processes and when are they used? -Creating an Approval Process -Settings against the approval process step -Triggering an Approval Process -Approving -Overriding Approvals -Delegate approvals -Example Approval Process Associated Administrator Guide: Approval Processes What are approval processes and when are they used? Approval processes in Halo […]
Problem Management
Related Articles; Workflows Actions Statuses Problem/Resolution Finder The purpose of problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. Using Halo for Problem Management Navigating to the problems tab will show you a list of current problems that have […]
