Surveys

In this guide we will cover: –  What are Surveys? – Survey Custom Fields  – Configuring the Survey text variable – Adding the Survey link to the Ticket Closed email template – Configuring when Surveys are sent – End-User Confirmation Admin Guides:  Surveys Note: Any variable written in this guide is written with a hyphen between the […]

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 For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]

Sending Requests Across 2 Instances

In this guide we will cover:  – Setting up the Suppliers Module – Configuring the API Access Following v2.184+ this functionality as been enhanced. If you are on a version on or above this see our guide Syncing Tickets Between Instances.  It is possible to send requests across two instances when the HaloCRM -> HaloITSM […]

Ticket Groups

In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides:  Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]

Workflows

In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]

Approval Delegation

In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Activate Approval Delegation Automatically when a User is Out of Office – Enabling Agent Delegation Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a […]

Operational-Level Agreements (OLAs) on Workflows

In this guide we will cover: – What are OLAs? – Configuring OLAs – Reporting on OLAs Related Guides: Modifying and Adding Workflows What are OLAs?  Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will […]

Attachments Tab Table View on Tickets

In this guide we will cover: – Configuring the Attachments Tab as a Table Configuring the Attachments Tab as a Table You can set the attachments tab on a ticket to show as a table (this is a global setting): Configuration > Tickets > General Settings > Advanced: Fig 1. Show the Attachments tab as […]

Add Attachments to Child Tickets from Parent Tickets

In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]

Appointments

In this guide we will cover: – Creating Appointments – Appointment System Uses On Actions – Appointment Creation Screen – Creating a MS Teams Meeting from a Halo Appointment – Internal Appointments   Admin Guides:  Appointment Types Exchange Calendars Calendars/ Appointments General Settings Related Guides:  Calendars and Appointments Halo provides the ability to have agents create appointments […]