Change Management

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.

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.

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.