Ticket Category Defaults and Overrides

In this guide we will cover: – Hierarchy Used for Category Defaults – Defaults Locations – Additional Overrides to Consider Hierarchy Used for Category Defaults The category that will be set will be determined by the following hierarchy: – Action – Client – Ticket Type Defaults Locations Action In Configuration > Tickets > Actions, go […]

Column Profiles

In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides:  Ticket Types Views Self […]

Start to Finish: Service Desk Basics

In this guide we will cover: – What is the Service Desk Area? – Creating a Ticket Area – Creating Ticket Types – Creating Statuses – Setting SLAs and Workdays – Creating Actions – Creating a Workflow – Logging a Ticket Related Guides: Start to Finish: Service Requests What is the Service Desk Area? The […]

Customising how your Tickets Look

In this guide we will cover: – Ticket Layout Overview – Customise if and how the Workflow Stages of the Ticket Appear – Customise How to Progress Feed Looks/is Organised – Customise how the SLA Timer displays – Customise when the Sidebar shows and the Information that shows here – Customise the Information that is […]

SLA Escalation Rules and Automations

In this guide we will cover: What are SLA Escalation Rules? Configuring SLA Warning Thresholds (1st and 2nd Warnings) Setting Up SLA Breach Notifications Escalating via Workflows AI-Driven Automation Based on Cluster Breach Percentage Related Guides: Service Level Agreements (SLAs) Notifications Quick Actions Modifying and Adding Workflows What are SLA Escalation Rules? HaloITSM allows you […]

Customising Ticket Views in Halo

In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View  An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]

Call Scripts

In this guide we will cover: – What are Call Scripts? – Creating a Call Script – Question Types – Choosing and Following a Call Script Admin Guides: Call Scripts Related Guides: Call Management What are Call Scripts? Call scripts are a series of questions used to guide agents through a dialogue when on call […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – Tha Major Incident Console – Identifying a Major Incident – Logging a Major Incident Ticket – Actioning the Major Incident Ticket – Resolving and Closing the Major Incident What is a Major Incident? A Major Incident is effectively an Incident that is […]

Ticket Sources

In this guide we will cover: – What is a Ticket Source? – Adding to Columns and Lists – Ticket Rule Criteria – Setting Source by Actions – Notifications – Excluding/Ordering Ticket Sources What is a Ticket Source? Ticket source is a field that is automatically set to display where a ticket has been created […]

Redact Sensitive Audit Logs on a Ticket

In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs Audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can be enabled per ticket […]