Redact Sensitive Audit Logs on a Ticket

In this guide we will cover: – Enabling the Audit Log Tab – Redacting Sensitive Information from Logs Audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports. Enabling the Audit Log Tab The auditing tab can be enabled per ticket […]

Chat Web Searching with Virtual Agents

In this guide we will cover: – Creating a Custom Virtual Agent – Configuring a Chat Profile – Configuring the Runbook – Using the Chat Related Guides: Chat Bot and Chat Profiles Virtual Agents in the Chat Bot Virtual agents can be integrated with the chat functionality to allow AI-responses to agent or user questions. […]

Service Users

In this guide we will cover: – What are Service Users? – Bulk Updating Service Users – Importing Service Users from CSP – Excluding Service Users from Automatic Billing – Service User Pop Ups – Service User Ticket Rule Criteria – Service User Dynamic Distribution List Criteria What are Service Users? Service users are a […]

Risk Scoring

In this guide we will cover: – Enable Risk Scoring – Risk Scoring Using a Single Select – Risk Scoring Using a Calculation – Risk Scoring Using Impact and Risk Fields Related Guides:  Change Management Custom Fields Risk scoring works by calculating a score based on custom fields on a ticket, and can be a […]

Ticket Suggestions- without the use of AI

In this guide we will cover: – What are ticket suggestions?  –  The Logic behind ticket suggestions – How to configure ticket suggestions without the use of AI – Using ticket suggestions What are ticket suggestions? Ticket suggestions in Halo can be used to advise your agents on values that should be applied to a […]

Admin Mode

In this guide we will cover: – What is Admin Mode?  – How to Configure Admin mode – Using Admin mode – Notify the agent when admin mode is activated on their account What is Admin Mode? Admin mode allows you to restrict administrator accounts so they are not granted admin privileges immediately upon login, […]

Notification Templates

In this guide we will cover: – Editing Notification Templates – Using Notification Templates Admin Guides: Notification Templates Related Guides: Notifications Notification templates are used to edit the way that notifications appear if not using an email/SMS template. These are built-in to the system, and new ones cannot be created as these correspond with the […]

Navigating the Self-Service Portal (For End Users)

In this guide we will cover: – Home Page – Customising User Preferences – Logging Tickets – Viewing Tickets – Requesting Services – Viewing and Approving Quotations – Viewing Dashboards – Viewing Assets – Viewing Agreements/Contracts – Viewing Invoices – Navigating the Knowledge Base This guide will cover an outline of how users can navigate […]

Organisation Contracts/Agreements

In this Guide we will cover: – What are Organisation Contracts/Agreements? – How to create Organisation Contracts/Agreements – How to use Organisation Contracts/Agreements – Sending/renewing contracts Note: Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably.  This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out […]

Supplier Agreements/Contracts

In this guide we will cover: – What are Supplier Agreements/Contracts in Halo? – How to create a Supplier contract – How to use a Supplier contract – Supplier Contract Expiry Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably.  This guide covers supplier contracts in Halo, if you are looking […]