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 (v2.190+) Services within the service catalogue can be restricted to only be accessed by certain users. This […]

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 Enabling the Knowledge Base Area First, the knowledge base area will need to be added to the self-service portal. Go to Configuration > Self Service Portal […]

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 Note: The following functionality is available as of v2.186.1+. The multiple tab functionality makes it easy to seamlessly switch between different areas of your instance without losing 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 in Halo can now be generated automatically based on the services you are quoting the customer for. When quoting customers for products that […]

Backend Services Monitoring

In this guide we will cover: – What is Backend Services Monitoring?  – Navigating the Backend Services Monitoring area – Common Errors What is Backend Services Monitoring?  Backend services monitoring in Halo allows you to monitor services, automations and events that run on the backend of Halo. This includes integration syncs, incoming and outgoing email, […]

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 […]

Database Reporting Functions

In this guide we will cover: – What is a Database Function? – List of Database Functions – Example Report What is a Database Function? A database function is a section of text that runs a built-in SQL query when used in another query. This can be used to format a report without making your […]

Customer Areas

In this guide we will cover: – What are Customer Areas? – Creating a Customer Area – Restricting Customer Areas – Hiding the Default Customer Area Admin Guides: Areas Related Guides: Customer, Site and User Records  Ticket/Client Areas What are Customer Areas? Available as of v2.184.1+, customer areas behave in a similar way to ticket […]