Find out about all the exciting, up and coming developments in HaloITSM
Slack Integration Enhancements
Slack Bot to allow viewing existing tickets, starting conversations on a ticket, adding actions or updates and closing tickets directly from Slack.
Integration with Dynatrace for observability management.
Halo Tabs for Tickets
Ability to have multiple tickets open in one single browser tab.
My Lists feature in CMDB
"My Lists" feature for Assets/CIs to group independent of Asset Types/Asset Groups, as well as adding them in bulk to Incidents, Change Requests, Maintenance/Scheduled Tickets.
New area for managing templated documents through Halo. Integrations with Sharepoint and Confluence.
Management of SaaS accounts and usage.
Execute Integration Methods on ticket forms
Ability to call third party APIs on a ticket form to either display drop-down values based on the response, or auto-populate subsequent fields through an output variable.
Integration with Tanium to import Asset and CI information into the CMDB
AI-powered Alert Management
Enhancements to the alert management module to provide AI-powered alert consolidation.
Search for Settings in Configuration
Allow for individual settings to be searchable in the Configuration module.
Concurrent Licencing Product Improvements
Enhancement to concurrent licencing product functionality to include manually forcing agents out, customisable log off timeframe rather than fixed, licence usage insights, team/department-specific seats.
VMWare Workspace One Integration
Integration with VMWare Workspace ONE to import devices and mapped fields.
Added a new connection method for Halo Asset Discovery
You can now choose between 2 connection methods for the Halo Asset Discovery integration:
Export API - the existing functionality
REST API - the new functionality
When selecting the REST API option, instead of requesting exports of your asset data from Asset Discovery, you can just click a button to return assets for all your mapped sites or any one of the individual site mappings. This brings the integration's functionality in line with other asset integrations.
In addition to these new connection types, there are 2 further improvements to the integration.
User Matching Field
By default, the integration will try to match the user of an asset on username, email, and network login. You can now additionally specify another field to match on: the other 1-5 field and email 2-3.
Custom Field Imports
When using the REST API connection, you can now specify custom fields to map from Halo Asset Discovery to Halo.
When configuring these mappings, you will have to enter the name exactly as it appears in Halo Asset Discovery, punctuation and capitalisation included.
Amazon Seller Integration is now available
This integration will allow you to import Orders from multiple Amazon Seller Storefronts and Marketplaces.
To configure this integration, navigate to Configuration > Integrations > Amazon Seller.
Add a new Amazon Seller Storefront by clicking the "Add/Edit Amazon Seller Storefronts" button, enter a name and select your Region and Marketplace.
Now you can authorise the integration by logging in with your Amazon Seller account.
You will now be able to import Orders and information about the Buyer as E-commerce Orders and Users.
You will be able to view the Orders in the E-commerce Orders area if enabled.
Various improvements to additional agents functionality
The following improvements have been made to the additional agents functionality:
The additional agents field can now be added to tickets and actions.
The additional agents for a ticket can be set using a template.
Ticket lists can be filtered on "Assigned or additional agents", showing all tickets the agent is assigned to or is an additional agent for.
When using the 'Chat about this ticket" feature, additional agents will also be included in the chat.
Additional agents can now be added as a column to ticket lists and will show an icon for each additional agent.
Additional agents on the parent or child tickets of a project will be included in the forecasting tab.
When using the ticket type level option to "Create a Ticket appointment automatically", the additional agents will be added to the appointment automatically.
If the setting " Include additional agents in assigned to recipient notifications" in Configuration > Notifications > General Settings is enabled, notifications with the event "Assigned to Recipient" will also be sent to the additional agents of that ticket.
Confluence integration is now available
A Confluence integration is now available, allowing Spaces and Pages to be imported as FAQ Lists and Knowledge Base Articles respectively.
The integration is multi-tenanted, allowing for multiple instances of Confluence to be connected to at one time.
To configure the integration, you will need to enter an instance URL, an email, and a Password.
Spaces must be imported first, as pages will only be retrieved for spaces that are mapped in Halo. You can either manually map a Space to an FAQ list or import them to create new FAQ lists.
Pages can be imported manually, or automatically using webhooks. The webhooks can be configured using the button in the integration configuration. This will create a webhook that triggers when any page is created or updated in Confluence, although only the ones in spaces that have been mapped will be processed.
Please note some formatting and content may not exactly match what is displayed in Confluence.
Imported articles will have a button to take the agent to the page in Confluence. Any details on the article imported from Confluence, such as title and tags can only be edited in Confluence.
There is also a setting globally for the integration, that will cause the Confluence page to be opened when the article is clicked on in the user portal.
Added the Azure Key Vault integration
An Azure Key Vault integration is now available, allowing tickets to be created in Halo when keys, secrets, and certificates have new versions created, are nearing expiry, or have expired.
Once the integration is enabled, a runbook will be added that creates tickets from the alerts sent from Azure Key Vault using Azure Event Grid.
The runbook can be further customised to change the contents of the tickets created in Halo or to only raise tickets for some of the events.
Added the Microsoft Power Automate integration
This integration is configured mostly in Power Automate itself.
The Halo configuration screen explains how this can be done and links to a guide with more detailed instructions on how to do this.
Added Opportunity Phone number to Import Spreadsheets.
Open AI and Azure Open AI Ticket suggestions are now available
New settings are available for both integrations are as follows:
Once enabled, this will add a copy of the maintained integration runbook for either OpenAi or Azure OpenAI which can be edited or left as is.
The new ticket types setting will allow new ticket events restricted on ticket type to be directly added to either runbook.
The Create tickets will add embeddings for existing tickets based on date it was created and ticket type. Note that this will currently will create for the first 100 tickets matched that don't have embeddings already.
Alongside this a new $-variable was added, $-BESTEMBEDDINGMATCHES to display a table of all similar tickets that have had embeddings created for them.
With either of these new settings enabled, the problem matching for tickets will now be ordered by the embedding score rather than the default order.
Azure OpenAI integration now available
This integration replicates the functionality of the OpenAI/ChatGPT integration.
Create an Azure OpenAI instance in the Azure admin portal and create a model deployment.
In Config > Integrations > Azure OpenAI, populate the Endpoint, API Key, API Version and Action/Chat level Azure OpenAI Deployment fields.
Minor enhancements have also been made to Custom Integrations to support this integration.
Opsgenie integration is now available
An Opsgenie integration is now available, allowing alerts to be raised in Opsgenie.
To configure the integration you will need to select a region, enter your Opsgenie URL, and add an API key.
To automatically set the responder for the alert, the API key should be generated for a specific team.
Once enabled, a runbook will be added that creates alerts in Opsgenie when a P1 ticket in Halo is created. The Halo ticket will have a link added to the alert in Opsgenie.
The runbook can be customised to change the criteria for when alerts get created and the content of the alerts.