SLA Escalation Rules and Automations
In this guide we will cover: What are SLA Escalation Rules? Configuring SLA Warning Thresholds (1st and 2nd Warnings) Setting Up SLA Breach Notifications Escalating via Workflows AI-Driven Automation Based on Cluster Breach Percentage Related Guides: Service Level Agreements (SLAs) Notifications Quick Actions Modifying and Adding Workflows What are SLA Escalation Rules? HaloITSM allows you […]
Searching the Knowledge Base
In this guide we will cover: – How to Search for Articles – Which Elements of the Article are Checked as part of a Search? – Improve Search Using Meta Words – Search using Article IDs – Force an FAQ list to be Chosen before Returning Articles in the Search – Filtering and searching on […]
Start to Finish: Organisation Structure
In this guide we will cover: – Creating Organisation(s) – Creating Departments – Creating and assign Teams – Creating Agents – Creating and assigning Roles Admin Guides: Organisation Details Related Guides: Departments Organisations Roles Teams What is an Organisation? An Organisation represents your business, and stores key details such as the name and address. It […]
Allow Users to Update their own Details from the Portal
In this guide we will cover: – Allow Users to Update system User fields – Allow Users to Update Custom Fields – Editing Fields in the Portal From v2.228+ you can allow users to update their own user details from the self service portal. Making it easier for users to keep their details up […]
Triggering Mail Campaigns From Opportunities
This guide will cover: – Automatically Adding Opportunity Contacts to Distribution Lists – Triggering A Mail Campaign From An Opportunity Setting The End Of A Mail Campaign To Update The Relevant Opportunity With the dynamic members list functionality within distribution lists, you are able to have users and prospects added and removed from your distribution […]
A Break down of the Automated Statement of Work Generation & AI Project task Creation
In this guide we will cover: – Automated SoW Creation – The Breakdown – AI Project Task Creation – The Breakdown The statement of work against your opportunity tickets in Halo can now be generated automatically based on the services you are quoting the customer for. If the opportunity is for a project, you can […]
Cc and Bcc Email Configuration
In this guide we will cover: – Configuration that adds Cc to an Email – Configuration that adds Bcc to an Email Emails sent from Halo can draw Cc or Bcc addresses from various areas in the system. This guide covers the most commonly used. Emails from a Ticket The following configuration options can add […]
Start to Finish: Project Dashboards
In this guide we will cover: – Tracking Projects – Creating a Company-Wide Dashboard – Creating an Individual Project Dashboard – Creating a Ticket List Dashboard – Report Examples – Widget Formatting Related Guides: Adding Dashboards to Custom Tabs Charts and Graphs in Reports How to Use Custom CSS and HTML on Halo Reports Tracking […]
Tickets in the Self-Service Portal
In this guide we will cover: – Allowing Tickets to be Logged in the Portal – Enabling Menu Button – Allowing anonymous Ticket logging – Allow Ticket Logging Via Assets (v2.230.1+) – Enabling Ticket drafts – Enabling Attachments – Displaying User Information (v2.226+) Admin Guides Self Service Portal Ticket Types Related Guides: Self-Service Portal Restrictions Appearance/Home Screen […]
Customising Ticket Views in Halo
In this guide we will cover: – An Overview of Viewing Tickets – Levels of Filtering and Customising the Ticket View An Overview of Viewing Tickets There are various customisation options in Halo to organise where different tickets show and how agents can view them. Allowing you to configure your service desk to be optimal […]