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Contents of Incident Management guides

Updated Jul 30, 202610,424 viewsView on usehalo.com

In this guide we will cover:

  • Summary
  • Incident Management Guides

Summary

Incident Management aims to minimise the negative impact of incidents (unplanned interruptions or reductions in quality of a service) by aiming to restoring normal service operation as quickly as possible. 

This is done through a thorough ticket record with a custom workflow aimed at managing the actions performed by Agents. This facilitates a swift resolution time and if applicable, uses the information gathered from the incident to prevent this from occurring again by handing off to a problem management team and with the automated resolution finder.

Halo gives your users a variety of ways to submit tickets. These include an End-User Portal, Chat, Call, or, via direct email email. These methods facilitate an easy and seamless ticket submission process for the end-user, whilst giving your agents the necessary information to effectively diagnose and resolve incidents.

On implementation of your instance of Halo, the ticket types and workflows necessary will be discussed with you to provide effective Incident Management.

Incident Management Guides

Ticket Types

In order for a User to submit an incident, you will need to configure the relevant Ticket Types. Having different Ticket Types allows different information to be obtained, and different actions to be used, depending on the Ticket logged. Incident Ticket Types can be created by setting the "ITIL Ticket Type" to "Incident" in the Details Tab.

Tickets in the Self-Service Portal

For Users to be able to submit Tickets, you will likely wish to grant them access to the Self-Service Portal. In the Portal, Users can submit Incidents based on permissions granted in the Portal setup. Different Ticket Types can be configured to allow anonymous logging, drafts, attachments, and more.

Call Management

 Incidents can be manually logged when a call comes in. If a User calls in to report an Incident, Agents can complete Ticket details directly from the Call screen. Call scripts can also be used to ensure Agents gather the relevant information. 

The Service Catalogue

The Service Catalogue can be used to log Incidents regarding a Service on the Portal. This will generate a Ticket for that end user that can be appropriately resolved by Agents. Services will need to be set to "Allow Subscribers to log Incidents" in order for Incidents to be raised for the Service.

Chat Bot and Chat Profiles

The Chat feature can be used to log Incidents. Users can open a chat in the Portal and communicate with a ChatBot or Agent to discuss and log a Ticket.  

Actions

Actions in Halo are required in order for Agents to process and respond to information. When an Incident is logged, Agents will see a series of buttons along the top of the Ticket which define what can be done to the Ticket. These Actions can be tied to the specific Ticket Type or a Workflow. 

Workflows

Workflows can be used to structure or force the process a Ticket must go through before it can be closed. These Workflows can be used to create automation, or allow specific Actions to be available at certain steps of the process. 

Statuses

Statuses are used to determine the current state of a Ticket. Statuses can be applied by rules or Actions, and can be used to determine behaviours such as SLA Hold.

Service Level Agreements (SLAs)

An SLA is an agreement between your organisation and a customer for expected response or resolution time of Tickets. These are set up in the configuration console and are an integral part of Incident management. 

SLAs can be applied via Rules, allowing different SLAs to be applied to different Customers, Sites, Users, or Ticket Types.

Closure Procedures (End-User Closure Confirmation)

When an Incident Ticket is resolved, the Ticket can be closed. Against each Ticket Type different behaviour can be configured for the closure of the Ticket. The User of a Ticket may be required to sign off on a closed Ticket. Additionally, you may wish to dictate the behaviour when a User emails on a closed Ticket. This can vary depending on the number of hours the Ticket has been closed for. When closing a Ticket, Surveys can be sent to gather feedback, or One-Click Feedback can be used to gather quick feedback on the handling of the Ticket.