Project Management Overview

In this guide we will cover: – What is a Project? – Ways of Creating Projects – Example Overview of a Project What is a Project? Projects are used to track progress on larger objectives that require several smaller steps to be completed. A project consists of a main objective and its associated sub-tasks, known […]

Optional Services

In this guide we will cover: – What are Optional Services? – Displaying Optional Services in the Service Catalogue   – Optional Services Visibility  Admin Guides:  Services Related Guides: Allow Users to Self-Issue Items The Service Catalogue Service Catalogue The Service Catalogue – Advanced Configuration What are Optional Services? Optional services allow your users to pick additional […]

Progressive Web Application

In this guide we will cover:– What is the Progressive Web Application – Agent Application Progressive Web App  – Portal Web Progressive App (v2.218+) What is the Progressive Web Application The progressive web app allows you to install Halo on your desktop for easy access. Opening the app will take you straight to your Halo, […]

Handling Attachments/Files in Runbooks

In this guide we will cover: – Sending Attachments to Halo – Obtain Halo attachment ID – Sending a File in Halo to another Service/Tool – Receiving (GET) Attachments – Upload Attachments to Halo Entities (Update Attachment API action) – Obtain a Downloadable Link for a File in your Halo instance (Get Attachment link API […]

AI Acknowledgement Emails

In this guide we will cover: – Using AI to Generate Acknowledgement Emails – Adding an AI response to a template Related Guides: Boost Ticket Processing using AI Using AI to Generate Acknowledgement Emails AI can be used to send out acknowledgement emails when a ticket is logged. From v2.216 you can set this per […]

Project Setup Wizard

In this guide we will cover: – What is the Project Setup Wizard? – Creating Projects – Creating Project Tasks What is the Project Setup Wizard? Available as of v2.214.1+, the Project Setup Wizard is a tab available on Quotations and Sales Orders to directly create a custom project setup based on products that have […]

Advanced Agent Restriction

In this guide we will cover: – What are Departments? – What are Teams? – What are Roles? – Restricting Administrator Access – Restricting Reporting on Tickets – Build Permissions without Administrator Access Admin Guides: Agents  Departments Roles  Teams Related Guides: Access Control  Departments Roles Teams This guide outlines how Agents, including those with the […]

Acknowledgement Email Hierarchy

In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email.  Acknowledgement Email – An email sent out to user(s) automatically […]

Creating Users

In this guide we will cover: – What are Users? – Manual Creation      – Customers Area      – New Ticket Screen      – New Call Screen      – Changing End-User      – Converting from an Opportunity – Portal Registration – Email Matching – CSV/XLS Import – Integration Import Admin […]

Major Incident Management

In this guide we will cover: – What is a Major Incident? – 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 a very high priority issue, […]