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 – Setting Custom Table Default Values (v2.206.1+) – Applying Templates – Filtering for Templates by Group – Default Option on a Ticket Area – […]
Actions
In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups (v2.196.1+) Admin Guides: Actions Related Guides: Access Control Actions: System Uses Custom Fields Actions define what you can do on a ticket. Performing an Action […]
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 […]
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 – Resetting Respond-By Targets – Create SLAs from XLS Import – Create SLAs from XLS Import (v2.204+) Admin guides: SLA General […]
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, […]
Software Releases
In this guide we will cover: – What is the Software Releases functionality? – Configuring Software Releases – Using Software Releases – Logging work for a release (tagging tickets to a release) – Viewing the changes made within a version – Sending Release emails – Tracking Release Issues and Statistics Associated administrator guide: Software Releases […]