Setting Up HaloITSM
7 guides
Asset Type & Asset Import - CSV/XLS/Spreadsheet Method
This article provides a comprehensive guide on importing assets using CSV/XLS spreadsheets in the Halo system. It details steps for importing new and existing assets, adjusting asset and custom fields, and resolving errors during import. Key instructions include setting unique identifiers, managing blank spaces in identifiers, and ensuring required data like Customer Name and Site are pre-existing in Halo. It also addresses limiting import rows and utilizing developer tools for troubleshooting. Additional guidance is provided for using and importing custom asset fields.
Call Management
The article provides a comprehensive guide on managing calls using the Call Management module in Halo. Topics include logging calls manually, configuring and using call scripts, customizing caller information, and integrating with calling software like Microsoft Teams. The guide emphasizes customizing settings to streamline call logging and automating information gathering through scripts. It also covers how to set default call scripts, log tickets efficiently, and configure ticket responses. Additionally, it explains how to enhance call handling using identity verification and decision trees.
Creating Agents and Editing Agent Details
Departments and Teams
The article provides a step-by-step guide for creating departments and teams in Halo software. It begins by accessing the Organisation settings, followed by selecting the 'Departments' tab to create a new department, such as 'IT' for agents. Teams, like 'Second Line Support', are added within departments, with configuration options for ticket access and workflow. It highlights aspects like load balancing for ticket distribution and using message groups for email templates. Finally, it suggests checking the organisational chart to ensure proper structure before adding agents.
Important Users/Customers
The article provides a comprehensive guide on managing important customers and users, focusing on marking them as VIPs, configuring VIP notifications, and utilizing ticket rules for higher priority handling. It covers steps to identify and prioritize users and customers within the system by marking them as important, configuring popups, and using customer relationship management. VIP users can be set as site contacts and are prioritized in ticket logging and communications. The guide includes setting user roles, criteria for ticket rules, and managing customer groups to provide effective support and engagement.
Sites
Top Levels
The article offers a comprehensive guide on organizing clients using 'Top Levels' in Halo, which allows for additional customer organization such as grouping managed and ad-hoc clients. It details enabling and creating top levels, importing, filtering tickets, and setting notification criteria. It also explains configuring knowledge base access, calendar filtering, column profiles, and assigning tickets within top levels. Further, it describes setting top level as a default view, displaying it on tickets, and using it for service restrictions. The guide provides step-by-step instructions for each feature.