Ticket Tabs
In this guide we will cover: – Types of Tab – Custom Tabs – Customising Tab Layout Admin Guides: Custom Tabs Ticket Types Related Guides: Altering Ticket Types Custom Fields How to configure Statement of Work (SoW) Templates Parent and Child Tickets Planning & Forecasting Types of Tab Budgets After enabling the Budgets module in […]
Updating Workflow Step Based on the Stage that is Clicked
In this guide we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]
Actions
In this guide we will cover: – New Action Screen – Details Tab – Defaults Tab – Field List Tab – Other Uses Tab – Restricting Access – Action Groups Admin Guides: Actions Related Guides: Access Control Actions: System Uses Custom Fields Actions define what you can do on a ticket. Performing an Action on […]
SLA and OLA Notifications
In this guide we will cover: – What are SLA and OLA Notifications? – Configuring Warning Thresholds – Setting Up Warning Notifications Admin Guides: Notifications Service Level Agreements (SLAs) Related Guides: Notifications Service Level Agreements (SLAs) Advanced SLA Settings Note: OLA Notifications have been introduced as of v2.234.1+, on versions prior to this only SLA […]
Shifts
In this guide we will cover: – What are Shifts and what can they be used for? – How to Create Shifts – Team Shifts – Shift Visibility – Shift Functionality – Importing Shifts from Microsoft Teams – Shift Clock In/Out – Ad-Hoc Shifts Admin Guides: Time Management What are Shifts and what can they […]
Approval Processes Overview
In this guide we will cover: – What are approval processes and when are they used? – Creating an Approval Process – Additional Settings Against the Step – Triggering an Approval Process – Approving – Overriding Approvals – Delegate approvals – Example Approval Process Admin Guides: Approval Processes What are approval processes and when are […]
Virtual Agents in the Chat Bot
In this guide we will cover: – What are Virtual agents in Halo? – Functions of Virtual Agents – Using Virtual Agents – Creating a new virtual Agent – Plugging a Virtual Agent into a Chat Profile – Custom Functions (against the chat profile) – Customising Virtual Agent functions – Disable System functions – Restrict […]
Sort Client Level Tickets Tab by Ticket Area
In this guide we will cover: – Sorting Client Level Tickets Tab by Ticket Area Sorting Client Level Tickets Tab by Ticket Area The setting 'Split Tickets tabs into Ticket areas' in Tickets > General Settings replaces the tickets tab ,when viewing customers, sites, users, assets, and services, with tabs for each configured ticket area. […]
Service Level Agreements (SLAs)
In this guide we will cover: – Override SLA at Ticket Type Level – SLA Hold Reminders – Workdays Module – SLA Module – SLA Auto-Release Option – Approval Processes – Follow-Up Date Column – Resetting Respond-By Targets – Visualising Ticket Metrics – Create SLAs from XLS Import Admin guides: SLA General Settings Service Level […]
Service/Application Availability Management
In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]