Change Management
9 guides
Approval Delegation
This article discusses the process of approval delegation within the Halo system. It covers the setup of ad-hoc approvers, enabling user and agent delegation, and configuring approval processes. Users can delegate their approvals by setting appropriate configurations and time durations. The guide also explains the symbols indicating delegation status and provides steps to configure Change Advice Board (CAB) approvals. Manual delegation for agents is also covered, allowing them to choose another agent to handle approvals.
Approval Process Approvers
This article provides a comprehensive guide on configuring approval processes, focusing on the different 'Approve by' options and approval overrides. It explains how to select and modify approvers, including agents, CABs, departments, managers, and user-defined email addresses. The document also covers the ability to override approvals through agent permissions, allowing certain agents to accept or reject approvals, which is useful for higher authority roles like directors or admins. Additionally, it describes how approval results can be cleared for accurate reporting without affecting the approval process itself.
Approval Process for a Users Department Manager
Approval Processes Overview
Approval processes in Halo are used to manage who can approve or reject processes required for the progression of tickets, such as change management, service requests, and opportunities. They do not require a Halo license and can be done via the end user portal or email. Approval processes consist of steps that must be approved sequentially. Step configurations can determine approvers, set automatic approvals, manage outcome statuses, and control notifications. Approvals can be overridden or delegated, and workflows can be configured to trigger approval processes based on various criteria.
Change Management
This article provides a comprehensive guide on change management, detailing various aspects such as types of change (Standard, Normal, Major, Emergency), the change management tab configuration, approval processes, change freeze periods specific to customers, asset dependencies, change calendar visibility, and date dependencies. It covers configuring the change management process, including setting up approval steps, managing freeze periods, utilizing the change calendar, and ensuring efficient handling of changes according to business needs and ITIL standards.
Maintenance Windows
Problem and Change Management Using Fully Configured Workflows
This article provides a comprehensive guide on using fully configured workflows for problem and change management. Key topics covered include raising problems, managing service status notes, using the problem/resolution finder, and progressing workflows based on cause identification. It discusses how to raise problem tickets manually or through automatic suggestions, dynamically display service status notes, and link issues to problem records. The guide also explains workflow actions for identified and unidentified causes and outlines using templates and suggested articles on ticket creation screens to improve efficiency in ITSM processes.
Risk Scoring
Software Releases
The article provides a comprehensive guide on using Halo to manage and track software releases. It details the functionality of the Software Releases module, covering aspects like configuring products, setting up release types, and tagging change tickets to releases. It also explains how to send release emails and track associated incidents. The guide is aimed at helping users organize software changes efficiently and includes instructions for integrating with tools like Azure DevOps and Jira. Key points include setting up permissions, creating release note groups, and monitoring release statistics.