Report Builder
In this guide we will cover: – Opening the Query Builder – Adding Fields – Adding Conditions – Generating the Report – Adding Filters – Saving the Report – Using the Report – Customising Fields (Sorting, Grouping, Count, Compare to previous period) – Using the Query Builder to create SQL Admin Guides: General Settings (Reporting) […]
Account Managers
In this guide we will cover: – Setting Account Manager Types – Functionality Available per Account Manager Type Related Guides: Cc and Bcc Email Configuration Setting Account Manager Types Multiple types of Account Manager field can be set against a client's profile. Within the "Details" tab, open the "Assigning and Account Manager" dropdown to see […]
Start to Finish: Service Desk Basics
In this guide we will cover: – What is the Service Desk Area? – Creating a Ticket Area – Creating Ticket Types – Creating Statuses – Setting SLAs and Workdays – Creating Actions – Creating a Workflow – Logging a Ticket Related Guides: Start to Finish: Service Requests What is the Service Desk Area? The […]
Service Search – Order Service Search by Relevance
A new setting can be found in Configuration > Self Service Portal; Assume the following scenario for Service Search Type from Configuration > Services; This new Search method requires all search terms to appear, in any combination in one or more of the following fields; Searching for a Service; Service Title (Agent Facing Title) Service […]
Customising how your Tickets Look
In this guide we will cover: – Ticket Layout Overview – Customise if and how the Workflow Stages of the Ticket Appear – Customise How to Progress Feed Looks/is Organised – Customise how the SLA Timer displays – Customise when the Sidebar shows and the Information that shows here – Customise the Information that is […]
Custom Buttons
In this guide we will cover: – The benefits of using custom buttons and tabs – How to create a custom button – Create Custom buttons via the API Admin Guides: Custom Buttons Related Guides: Asset Custom Buttons The Benefits of using Custom Buttons and Tabs This video By Connor from Renada, goes over the […]
Security Questions
In this guide we will cover: – What are Security Questions – Setting up Security Questions – Setting answers to Security Questions – Using Security Questions on a call Admin Guides: Security Questions Related Guides: Call Management The functionality outlined in this guide is available from v2.236+. What are Security Questions Security Questions allow an […]
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 […]