Incident Management

Actions

This article provides a detailed guide on configuring and managing ticketing actions within a system. It explains how to create new actions, the purpose of different tabs like Details and Defaults, and how to manage field visibility. Restricting action access by ticket type and workflow step is covered, along with setting default parameters for actions. Additionally, it addresses the creation of action groups for better organization and accessibility. The guide is aimed at administrators managing complex ticketing systems and includes references to further documentation on access control.

Altering Ticket Types

Contents of Incident Management guides

Creating and Using Quick Actions

Event Management

This guide outlines how to set up and manage event management platforms in Halo. It includes instructions on creating event rules to determine when events log tickets and how they populate ticket fields. Event management allows integration with Asset Management systems using webhooks. Users can match events to update existing alert tickets or create new ones. The guide also details how to authorize webhooks, define variable criteria for events, and manage alert creation. Other functionalities include customer, site, user, and asset matching to enhance ticket management processes.

Modifying and Adding Workflows

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.

Service Level Agreements (SLAs)

This article provides a comprehensive guide on configuring Service Level Agreements (SLAs) within the Halo system. Key aspects covered include overriding SLAs at the ticket type level, setting up SLA hold reminders, configuring workdays to manage SLA timings, and establishing a module for automated SLA release. It details how to create SLAs from XLS imports and explains priority configurations and approval processes. Notification settings, response target resets, and adding follow-up dates to ticket lists are also discussed as ways to manage and track SLA performance effectively.

Statuses

This guide provides an overview on managing ticket statuses, including configuration, SLA effects, email settings, and workflow restrictions. It covers adding and editing statuses, ensuring they are tracked without disrupting audit trails by inactivating instead of deleting. The guide explains how to configure status colors, settings for SLAs, ticket type restrictions, and email notifications using templates. It also discusses miscellaneous settings for hiding statuses in dropdowns, load balance restrictions, and workflow step limitations. Other advanced topics like sales orders and change requests are mentioned for separate areas.

Ticket Templates

This guide provides detailed instructions for creating and managing ticket templates. It covers various topics including creating templates and template groups, configuring values and to-do lists, and linking related assets. The guide also explains child templates, setting custom table default values, applying templates, filtering by group, configuring ticket areas, and saving templates based on existing tickets. By organizing templates efficiently, agents can enhance productivity and streamline workflows within the ticketing system.

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.