FAQ List Access Control

In this guide we will cover: – What is Access Control? – Access Control on Existing FAQ Lists – Granting Access Control on FAQ Lists – Viewing FAQ Lists Related Guides: Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and […]

Webhook and Integration Runbook Access Control

In this Guide we will cover: – What is Webhook and Integration Runbook Access Control?  -Giving Access Control  What is Webhook and Integration Runbook Access Control?  Access control can be set against integration runbooks and webhooks to allow certain agents configuration access to selected webhooks and runbooks. This allows you to grant configuration access to […]

Agent Access to Services

In this guide we will cover: – Choosing the Restriction Method – Configuring each Restriction Method Admin Guides: Services Related Guides: Access Control  Service Catalogue Whilst administrators can see all services and categories by default (via "Owner" access"), access for non-administrators can be set in a few different ways.  Choosing the Restriction Method Go to […]

Connected Instances

In this guide we will cover: – Creating an Application – Linking a Connected Instance – Creating a Linked Ticket List – Using a Linked Ticket List – Email identification (v2.228.1+) Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we […]

Sensitive Tickets

In this guide we will cover: – What are sensitive tickets? – How to Mark a Ticket as Sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end […]

Change Advise Boards (CABs)

In this guide we will cover: – Creating a CAB – Importing CAB Members via Entra – Microsoft Teams Notifications – CAB Roles – Adding a CAB to an Approval Process – Choose which CAB Members are needed for Approval each Time  – Prevent Users and Agents approving their own Requests when part of a CAB […]

Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Access Control

In this guide we will cover: – What is Access Control? – Setting Access Control – How Access is Shown – Reassigning Access Control What is Access Control? Access control is a method of administrator agents allowing non-administrator agents the ability to view, or view and edit, areas within the configuration. This allows agents to […]

Ticket Categories

In this guide we will cover: – What are Ticket Categories? – Making Ticket Categories – Setting Ticket Categories from an Action – Restricting Ticket Categories – Reporting on Categories – Rules Based on Ticket Category – Field Visibility Admin Guides: Categorisation Related Guides: Actions Billing Rules (Formerly Billing Plan Combinations)  Customer, Site and User […]

Followers and Following Tickets

In this guide we will cover: – What is following a ticket – How Agents can follow a ticket – How End Users can follow a ticket  What is following a ticket? Following a ticket BCCs your agent email address onto any email correspondence from the ticket. This was originally created to ensure that when […]