Impacted CIs (Configuration Items)
This article focuses on the Impacted CIs (Configuration Items) area on the Major Incident Console, which allows teams to log and track the configuration items affected by a Major Incident. This helps in assessing the impact and prioritizing resources effectively. To manage impacted CIs in HaloITSM, go to the Impacted CIs section within the Major Incident console. […]
Bridges for Key Communications
This article explains the Bridges within the Major Incident Console in HaloITSM, which helps teams manage and document key communications necessary for resolving an incident. This feature is crucial for ensuring that all relevant discussions are logged and accessible. The Bridges section within the major incident console is located just under the timers on the top […]
Interactive Elements and Hover Feature
This article showcases the interactive elements and hover features in HaloITSM, which are designed to provide agents with instant insights into incident details without needing to navigate away from the main screen. These features help in making informed decisions quickly by displaying critical information when agents hover over specific fields. To make the most of […]
Scratch Pad for Agent Notes
This article describes the Scratch Pad feature in HaloITSM, which provides agents with a personal space to store notes and observations during the Major Incident Management process. This helps agents keep track of their thoughts and ideas. The Scratch Pad is centred in the middle and accessible from the bottom of the Major Incident Console. To […]
Custom Timezone Clock Display and Timers:
This article covers the custom timezone clock display and timers feature in HaloITSM. This functionality is essential for teams operating across different time zones, as it helps them stay synchronized and track key deadlines like the Date Reported, Response Target, and Resolution Target. The custom timezone clock display in HaloITSM is located on the top […]
Action buttons for quick access
This article describes the functionality of the action buttons you will see in your Major Incident Console in HaloITSM, which provide quick access to essential features such as Updating Impacted Customers, Sending out Communications, Raising Problems, Adding Contributors, and the ability to create tasks. These buttons are designed to streamline the workflow by allowing agents […]
Artefacts Section for Attachments
This article covers the Artefacts section in HaloITSM, which allows agents to store and organize all related attachments in one central location. This feature is essential for maintaining comprehensive documentation during Major Incident Management. To add or manage attachments in the Artefacts section, navigate to this section within the Major Incident console. You can upload files […]
Ticket Progress and Workflow Stages
This article details how ticket progress and workflow stages are represented in HaloITSM. These features provide a visual representation of the incident’s status, helping teams understand its current position in the resolution process. The workflow stages are displayed prominently at the centre of the major incident console. They include stages like Started, Escalated, Diagnosed, Mitigated, and Resolved. Each stage shows […]
Major Incident Task Management
This article describes the Major Incident Task management functionality within HaloITSM, focusing on how to create and track business and technical tasks related to an incident. Proper task management ensures that all necessary actions are documented and completed. In HaloITSM, tasks can be created directly from the Major Incident Console. You can choose to create […]
The Halo Service Automation Framework (SAF)
Overview How frequently do ITSM products get deployed, only to later question the minimal value gained from the platform in terms of genuine process automation and a clear understanding of ownership and accountability during unforeseen issues? Boasting an expensive ticketing system is not a source of pride, yet it's estimated that around 70% of clients […]
