Sensitive Tickets

In this guide we will cover: – What are sensitive tickets? – How to Mark a Ticket as Sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end […]

Change Advise Boards (CABs)

In this guide we will cover: – Creating a CAB – Importing CAB Members via Entra – Microsoft Teams Notifications – CAB Roles – Adding a CAB to an Approval Process – Choose which CAB Members are needed for Approval each Time  – Prevent Users and Agents approving their own Requests when part of a CAB […]

Restricting User Access to Services

In this guide we will cover: – How to Restrict access to the whole Service Catalogue – Configuring Access to Service Categories – Configuring access to specific services – Restricting Access when a service belongs to multiple categories – Restricting Access to Buttons within a Service Services within the service catalogue can be restricted to […]

Knowledge Base Articles in the User Portal

In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details – Pin the FAQ list to the page  – Allow Users to leave feedback on Articles Enabling the Knowledge Base Area First, the knowledge base area […]

Halo Tab Customisation

In this guide we will cover: – Enabling Multiple Tab Functionality – Open in a New Tab – Using Multiple Tabs Related Guides: Customising the Agent Application The multiple tab functionality makes it easy to seamlessly switch between different areas of your instance without losing your place, and keeps important tabs open without cluttering your […]

Automated Statement of Work Generation and AI Project task Creation

In this guide we will cover: – How to automate SoW creation – How to create project tasks based on your SoW using AI The statement of work against your opportunity tickets can be generated automatically based on the services you are quoting the customer for. When quoting customers for products that each have their […]

Backend Services Monitoring

In this guide we will cover: – What is Backend Services Monitoring?  – Navigating the Backend Services Monitoring area – Backend Service Monitoring for UAT Instances – Common Errors Related Guides: Log Retention What is Backend Services Monitoring?  Backend services monitoring allows you to monitor services, automations and events that run on the backend of […]

Branding in Halo

In this guide we will cover: -What can be branded in Halo?  – How to Brand Email Templates  – How to Brand the Self-service Portal What can be branded in Halo?  User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they […]

Syncing Tickets Between Instances

In this guide we will cover: – Connecting instances – Determine how Tickets and actions are synced (mappings) – Action Configuration – How to Pass tickets and updates between Instances – Worked Example  – Troubleshooting The functionality outlined in this guide is available as of v2.184+ of Halo. For functionality prior to this version see […]

Self-Service Portal Restrictions

In this guide we will cover: – Menu Button Restrictions  – Ticket Restrictions – Action Restrictions – Service Restrictions  – Asset Restrictions – Knowledge Base Restrictions – Multi-Tenancy Restrictions Admin Guides: Self Service Portal Related Guides: Actions Asset Management Knowledge Base Self-Service Portal Customisation  Service Catalogue This guide will cover various methods of restricting access […]