Incident Management
3 guides
Contents of Incident Management guides
Scheduled Tickets
The guide explains how to use scheduled tickets to notify agents of recurring tasks or events. These tickets are created at set intervals, such as weekly or monthly, and can be preformatted with specific fields for tasks like maintenance. The guide covers configuring schedules, setting end-users, ticket values, related assets, and child tickets. It also details how to add scheduled tickets from the client level. The system allows for dynamic ticket creation based on SQL queries, ensuring tickets are generated accurately for the relevant users or assets.
To-Do Lists
This article guides users on setting up and managing to-do lists in Halo, which can be attached to tickets manually or through pre-configured templates. It covers creating to-do lists and groups, integrating them into workflows, and customizing them for specific customers. The guide demonstrates adding to-do items via different methods, organizing lists, using ticket templates, and applying customer-specific to-do lists, enhancing task management and workflow efficiency.