Virtual Agents in the Chat Bot

In this guide we will cover:  – What are Virtual agents in Halo? – Functions of Virtual Agents – Using Virtual Agents – Creating a new virtual Agent – Plugging a Virtual Agent into a Chat Profile – Custom Functions (against the chat profile) – Customising Virtual Agent functions  – Disable System functions – Restrict […]

Custom Tables

In this guide we will cover: – What are Custom Tables? – Creating Custom Tables – Displaying Custom Tables – Custom Fields on Custom Tables – Auditing Custom Tables – Access Control Admin Guides: Custom Tables What are Custom Tables? Custom tables allow you to store information against various entities in table format, this can […]

Article Drafts

In this guide we will cover: – What are Article Drafts? – Enabling Article Drafts – Approving Article Changes – Publishing Articles Using Unique Links – Article Versions – Drafts in Ticket Templates – Comparing Edited Drafts – Preview Drafts before Publishing – Preventing Multiple Article Drafts Admin Guides: Knowledge Base What are Article Drafts? […]

Custom Table Import via Email and CSV – Scheduled Imports

In this guide we will cover: – What are Custom Table Imports via Email and CSV? – Prerequisites – Setting up Custom Table Imports – Troubleshooting What are Custom Table Imports via Email and CSV? This guide explains how to set up automatic custom table imports in Halo using email rules and CSV files. The […]

Adding in a Project Plan

In this guide we will cover: – How to show the Project Plan tab – Editing the Templates and Rules Project Plan tab In order to show the Project Plan tab you will need to head to Configuration > Tickets > Ticket Types, Click into the Project Ticket Type, Click into the Forms Tab and […]

Bulk Sending Emails

In this guide we will cover: – Bulk Email with the User List – Bulk Email to Users subscribed to a Monitored Service – Bulk Email from an Action Related Guides: Segments (Distribution Lists) Bulk Email with the User List – now Customer Segments (Distribution Lists) Previously you could use the user list to send a […]

Problem and Change Management Using Fully Configured Workflows

In this guide we will cover: – Raising Problems – Dynamic Visibility of the Service Status Note – The Problem/Resolution Finder – Workflow Progression when the Cause is Identified – Workflow Progression when the Cause is Not Identified – Suggested Articles on the Ticket Creation Screen of the Portal Associated Guides: Workflows Change Management Ticket […]

News Articles

In this guide we will cover: – Enabling and configuring News articles – News Article Drafts – Showing Recently Created Articles on the Self Service Portal – Publishing Articles Using Unique Links Enabling and configuring News articles Within the knowledge base area of Halo you can create news articles. News articles can be limited by […]

Dynamic Custom Fields

In this guide we will cover: – Creating Dynamic Fields using a SQL Lookup  – Worked Example -SQL – Using Variables in Dynamic SQL Lookup Queries – Formatting as a Tree Dropdown – Default to the First Returned Value – Creating Dynamic Fields using a Custom Integration Method Custom fields of type "Single Selection" or […]

Items/Products

In this guide we will cover: – Products Area – Creating Product Groups – Creating Products Admin Guides: Items & Stock Control Related Guides: Billing for Products  Creating Projects from Products Issuing Products  Linking Products to Assets  Receiving Stock for Serialised Products & Delivering to the Customer Products Area The Products area holds information on […]