Execute Automation Runbooks from the Chatbot
In this guide we will cover: – Introduction – How to trigger a Runbook from the chatbot – Use Chat Data in a Runbook – Keep the User updated on Runbook progress – Auditing the Runbook – Restrict the chat progress based on Runbook Result message Related Guides: Chat Bot and Chat Profiles Virtual Agents […]
Live Chat in Halo
In this guide we will cover: – What is Live Chat in Halo? – Starting Live chat – The Chat Area – Translating Live Chat (v2.172+) – Waiting for Live Chat Agents – Abandoned Live chats (v2.178+) – Virtual Agents Associated Administrator Guide: Chat Related Guides: Chat Bot and Chat Profiles What is Live Chat in […]
Restricting User Access to Services
In this guide we will cover: – How to Restrict access to the whole Service Catalogue – Configuring Access to Service Categories – Configuring access to specific services Services within the service catalogue can be restricted to only be accessed by certain users. This is useful when you would only like certain users to be […]
Knowledge Base Articles in the User Portal
In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details Enabling the Knowledge Base Area First, the knowledge base area will need to be added to the self-service portal. Go to Configuration > Self Service Portal […]
Branding in Halo
In this guide we will cover: -What can be branded in Halo? – How to Brand Email Templates – How to Brand the Self-service Portal What can be branded in Halo? User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they […]
Self-Service Portal Restrictions
In this guide we will cover: – Menu Button Restrictions – Ticket Restrictions – Action Restrictions – Service Restrictions – Asset Restrictions – Knowledge Base Restrictions – Multi-Tenancy Restrictions Admin Guides: Self Service Portal Related Guides: Actions Asset Management Knowledge Base Self-Service Portal Customisation Service Catalogue This guide will cover various methods of restricting access […]
Service Catalogue
In this guide we will cover: – Service Catalogue – Service Access – Service Details – Field List – Monitored Services (Service Status Monitoring) – Maintaining your Service Catalogue – Checking User Access Admin Guides: Services Service Catalogue The Service Catalogue is a means of providing your end-users with a pre-defined list of more commonly […]
Menu Buttons
In this guide we will cover: – List of Menu Buttons – Creating Menu Buttons – Customising Menu Buttons – Show on Navigation Bar Setting Associated Admin Guide: Self Service Portal List of Menu Buttons Menu buttons allow you to build out the functionality of your Self Service Portal and compose of all the features […]
Embedding your Halo Self-Service Portal into Microsoft Teams
In this guide we will cover: – Creating a Teams App This guide details how to embed your Halo Self-Service portal into Microsoft Teams. Creating a Teams App In order to embed your Halo portal in Microsoft Teams, you will need to create a Microsoft Teams app for it. There are a few steps needed […]
How to Create New Request Buttons within a Service
Creating service request buttons via the service details table. The custom scribe iframe can be found for this within the lesson "The Service Catalogue – Advanced Configuration" 1. Add a new service request button. 2. Name the button, I have named this one 'Request Microsoft software' 3. Now choose the ticket type this button will […]
