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 […]

Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Starting a Workflow from an Action

In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Admin Guides: Actions Workflows Setting a Workflow on an Action In Configuration > Tickets > Actions, you can select the action you wish to apply this to. Under the Details tab of the action, there is a […]

Workflow To-Do Automation

In this guide we will cover: – All To-Do list items completed – To-Do list group completed Admin Guides: Workflows Related Guides: To-Do Lists To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration > Tickets > Workflows, select the workflow you wish to add […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides: Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or […]

Workflow Runbook Automations

In this guide we will cover: – Configuring the Automation – Use in a Ticket Admin Guides: Workflows Related Guides: Custom Integrations/Runbooks Modifying and Adding Workflows Configuring the Automation To go to the workflow you want to apply a runbook automation to, go to Configuration > Tickets > Workflows > click into the workflow of […]

Updating Workflow Step Based on the Stage that is Clicked

In this guide we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]

Workflows

In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]