Halo have removed this guide from their knowledge base. This is our last mirrored copy, kept so existing links keep working — it may now be out of date.
Introduction
Setting up your Service Desk is a crucial step towards configuring HaloPSA. By following the steps outlined in this course you will be able to lay the foundations on which other features can be built upon.
Terminology
Understanding the terminology in this course will help you when it comes to configuring your Service Desk, some of these key terms are described below:
- Ticket - Generic term used to reference anything that the Service Desk works on, for example a Service Request, Incident, Alert or Problem.
- Ticket Type - HaloPSA allows for you to configure distinct ticket types that should reflect the different types of work that your Organisation handles ('Incident' for an unplanned disruption to an IT service & 'Service Request' for a request from an end-user for something to be provided).
- Field List - This is the form that your Agents fill out when raising a ticket on HaloPSA, or that your End-Users fill out on the Self-Service Portal.
- Actions - Actions define the different types of activity that can be performed by agents on a ticket. They include such behaviour as sending emails, jotting down internal memos or reassigning a ticket.