Reacting Personal Information on Tickets – PII Data Flagging

In this guide we will cover: What is PII Data Flagging? Setting up PII Data Flagging Scanning Tickets for PII Viewing Detected PII for a Particular Ticket Redacting Data See all Active PII Detections and Redact/Ignore History What does Redacting Data Do? The functionality in this guide is available from v2.238+.  What is PII Data […]

User Roles

In this guide we will cover: – What are User Roles? – Creating User Roles – Assigning User Roles Manually – Assigning User Roles Automatically – Additional Restrictions by User Role Configuration Settings: User Roles What are User Roles? User Roles are roles that can set permissions and various settings against the user the role […]

Account Managers

In this guide we will cover: – Setting Account Manager Types – Functionality Available per Account Manager Type Related Guides: Cc and Bcc Email Configuration Setting Account Manager Types Multiple types of Account Manager field can be set against a client's profile. Within the "Details" tab, open the "Assigning and Account Manager" dropdown to see […]

Security Questions

In this guide we will cover: – What are Security Questions – Setting up Security Questions – Setting answers to Security Questions  – Using Security Questions on a call Admin Guides: Security Questions Related Guides: Call Management The functionality outlined in this guide is available from v2.236+. What are Security Questions Security Questions allow an […]

Creating Users

In this guide we will cover: – What are Users? – Creating Users Manually      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Creating Users via Portal Registration – Create Users from Anonymously Logged […]

User Out of Office Detection

In this guide we will cover: – What is user OOO detection – Setting up user out of office detection – Out of Office and SLAs – Out of Office and Approval Delegation What is user Out of Office Detection? User out-of-office detection, allows you to set the dates users are out of office (OOO). […]

Service Users

In this guide we will cover: – What are Service Users? – Bulk Updating Service Users – Importing Service Users from CSP – Excluding Service Users from Automatic Billing – Service User Pop Ups – Service User Ticket Rule Criteria – Service User Dynamic Distribution List Criteria What are Service Users? Service users are a […]

Organisation Contracts/Agreements

In this Guide we will cover: – What are Organisation Contracts/Agreements? – How to create Organisation Contracts/Agreements – How to use Organisation Contracts/Agreements – Sending/renewing contracts Note: Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably.  This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out […]

Site Contacts

In this guide we will cover: – Creating a Site Contact – Site Contact Types – Setting Site Contact Access Level – Logging Tickets on Behalf of Others within the Site – Notifications for Site Contacts Admin Guides: Site Contact Types Related Guides: Customer, Site and User Records  Sites Site contacts can be assigned to […]

Customer Areas

In this guide we will cover: – What are Customer Areas? – Creating a Customer Area – Restricting Customer Areas – Hiding the Default Customer Area Admin Guides: Areas Related Guides: Customer, Site and User Records  Ticket/Client Areas What are Customer Areas? Customer areas behave in a similar way to ticket areas as a customised, […]