Message Group Overrides
In this guide we will cover: – The Hierarchy used for message group overrides – Supplier Message group – Location of each message group override setting Hierarchy used for Message Group overrides The message group that will be used when sending an email to the end user of a ticket in Halo will be determined […]
SLA Overrides
SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]