HaloITSM Roadmap
Find out about all the exciting, up and coming developments in HaloITSM
In Progress
WorkDay Integration
Integration with Workday.
Documentation Management
New area for managing templated documents through Halo. Integrations with Sharepoint and Confluence.
SaaS Management
Management of SaaS accounts and usage.
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.
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.
Email Encryption at Source
New method to allow for outgoing emails to be encrypted and require authentication to be accessed by end-users.
Up Next
Halo Tabs for Tickets
Ability to have multiple tickets open in one single browser tab.
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.
Future
Recently Completed
Added a Distribution Lists module
This module will allow you to add Users to a list, from which you can send Bulk Emails.
Communications made to the Users on these lists are tracked and can be viewed in the History tab of the Distribution List, or from the Users activity feed if the "Show a Users Distribution List activity in their Activity Feed" setting in Config > Users > Distribution lists is enabled.
Distribution Lists can also be created and Users added via a spreadsheet in Config > Users > Distribution Lists.
A permission has been added to control how Agents can use Distribution Lists.
Users can also be added in Bulk from existing User lists by selecting with the checkbox, and using the edit drop down menu.
Added the ability to manage Microsoft Teams chats from within a Ticket
The functionality can be turned on within the Microsoft Teams integration setup screen on the Chat Management tab.
Once enabled, you will need to create a new Azure application and authorize it within the setup screen. It is recommended that you create a specific user in Azure for this purpose, as the user will be added to all chats created from Halo, and any messages sent from Halo will also be sent from this user.
The application requires a mixture of delegate and application permissions. The application type permissions are required to create subscriptions via the Microsoft Graph API for chats that are created.
The option to enable the ability to see and create new chats is then turned on at Ticket Type level. There is also an option to specify a default name for new chats that will auto-populate on the creation screen, which overrides the global setting found in the integration setup screen.
There are two ways of managing Microsoft Teams chats from within a Ticket.
Ticket Tabs
To enable this functionality, you must enable the following setting at Ticket Type level. Whenever a chat is created, a new individual tab will display on the Ticket for each chat.
To create the chat from within a Ticket, hover over the quick action menu and select the Create Microsoft Teams Chat option. Note that this option will be available on the Ticket regardless of whether the above setting is enabled.
This will display an input screen where you can configure your new chat.
The user who authorized the integration will be automatically added as an owner of the chat during the creation. Any user imported via the Azure Active Directory integration can be added as a member.
Once the chat is created, a new tab will display on the Ticket. As part of the chat creation, a subscription to the chat will be created so that any new messages added to the chat from within Microsoft Teams will be automatically imported.
Using the plus icon in the top right hand corner, new messages can be sent to the chat from Halo. Any message sent from Halo will show in the message list as being sent by the user who authorized the integration, but a sub header showing the agent who performed the action is also shown for auditability.
Custom Dashboards
A new widget type called Microsoft Teams Chats can be added to a custom Ticket dashboard.
The widget will display all chats created from the Ticket in separate tabs, but all within the widget. A new chat can be created when viewing the widget by clicking the plus tab option. The functionality within the widget is identical to the Ticket Tabs method.
A background service will renew any chat subscriptions that are close to expiry on open Tickets. Once a Ticket is closed, the subscription will no longer be renewed and new messages will no longer be imported from Microsoft Teams.
Various improvements to AI functionality
Various changes have been made to Halo's AI functionality to improve the functionality and streamline the configuration of the different functionality.
There is now an AI module in Halo. From here you can select your connection type: none, Halo's default Azure OpenAI connection (when available), your own Azure OpenAI connection, or your own OpenAI connection.
For the latter 2, you will have to provide your credentials, whereas the option to use Halo's connection will be available for all hosted customers and will not require your credentials.
Note: By selecting the option to use Halo's Azure OpenAI you consent to send your data to our Azure OpenAI.
Once you have configured a connection you can configure the following functionality:
Embeddings
Create an embedding score comparing the current ticket to other similar related tickets. The tickets that match your specified minimum score will be displayed in an AI Suggestions tab on the ticket.
When using your own Azure OpenAi, you can specify a separate model to use for embeddings.
AI Insights
Use AI to analyse a ticket to give further insights. This includes a 10 word summary, an estimated priority, the type of ticket, and the tone of the customer.
If the corresponding AI fields have been added to the ticket type, this information will be displayed in an AI Insights tab on the ticket.
Knowledge Base
This allows you to create knowledge base articles using AI. This takes in the correspondence between the user and the agent of the ticket and creates a description and resolution for the article and then either directly creates the article or creates an article draft ticket, depending on your Halo settings.
Emotion Detection
This takes in the messages from the user of the ticket and summarises how the user is feeling, as well as estimating a satisfaction level from 1 to 10.
If the corresponding AI fields have been added to the ticket type, this information will be displayed in an AI Insights tab on the ticket.
AI Reports (Only available for hosted customers)
Use AI to write reports on various aspects of Halo such as tickets, users, assets, and orders. For more information, see here.
Thank You Detection
When using the incoming service, you can use AI to detect emails from end users that are merely Thank You messages and do not require any further action from the agent and prevent these emails from updating the status of the ticket.
Actions
AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc.
Live Chat
Use AI to respond to user inquiries using their conversation for context
Custom Integrations
The functionality can be extended through the use of integration runbooks and methods.
Enabling/disabling the settings for functionality that utilises runbooks will automatically download and enable/disable the relevant runbooks. This allows all the AI functionality to be managed from one convenient screen.
Any AI runbooks that evaluate ticket information will populate one of the following fields:
- AI Tonality
- AI Generated Summary
- AI Satisfaction Level
- AI Sentiment Analysis
- AI Suggested Priority
- AI Suggested Reolution
- AI Suggested Type
These all show in the AI insights tab on ticket details only. There are also $ variables available for all of these new fields.
Kandji integration is now available
A Kandji integration is now available, allowing for the import of assets.
To use this integration you must generate an API token with permissions to read assets in Kandji. This can be done in the access tab of your Kanji settings. You can also find your API URL here.
You need to enter both the URL for your Kandji instance and an API URL.
Site Mappings
Kandji does not have a concept of sites or customers, so to determine which site an asset should be created against you can use site rules. These rules are based on field values, and if matched will assign an asset to the site of the mapping.
The user of an imported asset will be matched to a user based on their email address. This can also be used to determine the asset's site.
Asset Imports
All types of assets will be imported from Kandji including: Macs, iPads, and iPhones. Various fields can be mapped from Kandji to Halo.
The asset types of the assets can either use a fixed type for all assets, be determined from one of the fields, or use asset type mappings that are determined using rules based on the values of the mapped asset fields.
If none of the rules are matched, a default asset type will be used, which can be configured to not allow the import of any assets that don't match any of the rules, allowing for certain assets to be excluded from the import.
Additionally, there are settings to: deactivate assets deleted from Kandji, not create new assets, not update existing asset types, and not change the site of existing assets.
Assets can be imported manually or on a recurring schedule using the Halo integrator.
Tenable integration is now available
A Tenable integration is now available, which allows for the import of assets.
To use the integration, you need to generate your public and private keys in Tenable. The user must have at least BASIC user permissions and "Can View" access control permissions for the asset objects they want to export.
Site Mappings
Tenable does not have a concept of sites or customers, so to determine which site an asset should be created against you can use site rules. These rules are based on field values, and if matched will assign an asset to the site of the mapping.
Asset Mappings
Various fields can be mapped from Tenable to Halo. The asset types of the assets can either use a fixed type for all assets, be determined from one of the fields, or use asset type mappings that are determined using rules based on the values of the mapped asset fields.
If none of the rules are matched, a default asset type will be used, which can be configured to not allow the import of any assets that don't match any of the rules, allowing for certain assets to be excluded from the import.
Additionally, there are settings to: deactivate assets deleted from Dynatrace/Assets that have not been seen in Dynatrace for the last month, not create new assets, not update existing asset types, and not change the site of existing assets.
To import the assets, you must start an export and wait for it to finish exporting. You can check the status of the export as often as you like.
Once the export has finished you can click the import button to select from any of your finished exports to import assets from.
Exports will be retained for 7 days and then automatically removed or they can be manually deleted.
The integrator will start a new export each time it runs.
Adobe Commerce (Magento) Integration is now available
This integration will allow you to import Customers registered to your Adobe Commerce/Mageneto store as well as Orders made on the store. Users are also created from the Orders import, to allow you to link Tickets from Customers to Orders.
Customers and Orders can also be imported on a schedule via the Halo Integrator.
The Adobe Acrobat Sign integration is now available
This allows the following:
- Sending quote pdfs to Adobe Acrobat Sign
- Once approved in Sign, updating the Quote in Halo
Added the Coralogix integration
A Coralogix integration is now available, allowing tickets to be created in Halo when alerts are triggered and closed when the alerts are resolved.
Once the integration is enabled, a runbook will automatically be added.
You will need to configure a webhook in Coralogix to post to the URL of your runbook, the UUID of which will need to be entered into the conditions of the first step of the runbook. The notes on the runbook explain exactly what is required and link to Corlogix's guide on how to set up webhooks.
The runbook can be customized to change the content of the tickets created in Halo or to adjust the action added when the alert is resolved.
XSOAR integration is now available
This integration allows for the creation of tickets in Halo from incidents in XSOAR.
For instructions on how to configure this please consult the following guide: https://halo.haloservicedesk.com/kb?id=2056
TD Synnex StreamOne ION integration now available
This is for TD Synnex's StreamOne ION Reseller API.
OAuth credentials can be created for any user within in your ION account that has the 'Account Admin' user role.
The Test Configuration button on the integrations page tests whether the Halo API can connect to the StreamOne ION API.
Customers:
Customers can be mapped and imported from StreamOne ION. Mappings can be set up manually or through the generate mapping option. Customer imports can be through the UI or the integrator.
There are further options to choose a top level for imported customers if top levels are enabled in Halo and to update the main site address of existing customers imported through this integration.
Subscriptions:
Subscriptions can be imported for any mapped customer either manually or via the Halo Integrator.