Understanding and Configuring Agent SLA Notifications

Introduction Service Level Agreement (SLA) notifications are essential tools that help team members stay proactive in meeting response and resolution targets. This guide explains how these notifications work and how to configure them effectively. Setting Up SLA Warning Notifications Accessing the Configuration Navigate to the Notification Configuration module by following this path: Configuration > Notifications […]

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 […]

Advanced SLA Settings

In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event Associated Guides: Service Level Agreements SLA Workdays Admin Guides: Service Level […]

SLAs and Priorities

Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo. When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and complete […]