We鈥檙e Excited to share two important updates to Halo.
1. New Halo Best Practice Course Now Available
A new HaloITSM Best Practice course is now live and available in YU Learn.
This course is designed for both new and experienced agents. It guides you through recommended workflows for triage, ticket handling, communication, and resolution, providing easy-to-follow processes that enhance back-end consistency and metric gathering.
You can access the course right away, but please note that some of the processes covered rely on new features outlined below, which won鈥檛 be available until August 19, 2025.
2. Changes to the Halo Client鈥擟oming August 19, 2025
New Panes and Workflows
On August 19, 2025, we will introduce new interface panes and updated workflows to give you better visibility and control while working on tickets.
- Other Open Tickets Panel: Located in the end-user details pane, the Other Open Tickets panel allows you to easily view all other open tickets submitted by a user. It helps you quickly spot duplicates, recurring issues, or related requests.
- Resolve IT Workflow: The updated Resolve IT workflow now prompts agents to complete essential categorization fields (Service, Service Request Category, Action, and Cause Code) before resolving a ticket. This ensures tickets are closed with accurate and consistent metadata, supporting better reporting, root cause analysis, and service improvement.
Enhanced Ticket Actions in Halo鈥擟oming August 19, 2025
To support best practices and improve both communication and SLA tracking, we鈥檙e releasing updated ticket actions in Halo. These new, intuitive buttons enable precise control over your interactions with our community. Whether you鈥檙e requesting information, providing updates, or adding internal notes, each action is designed to match your intent, reduce unnecessary email notifications, and ensure ticket statuses and SLA metrics are accurately maintained.
| Action | When to Use It | What it Does | Emails End User? | Visible to User in Halo Portal? | Changes Ticket Status? |
| Respond | When first picking up a new ticket to take ownership and start SLA timers | Only appears for new tickets. Self-assigns ticket, sets it to In Progress, completes SLA Response Target and starts SLA Resolution Target | Yes | Yes | Yes |
| Request Info | When you need clarification or more information from the user | Sends a message to the user and sets the ticket to With User to pause SLA resolution tracking while awaiting a response | Yes | Yes | Yes |
| Private Note | To log internal updates or communicate privately with other agents | Adds an internal-only comment to the ticket, visible to agents but hidden from the end user | No | No | No |
| Public Note | To share non-urgent updates or context that doesn鈥檛 require email notification | Posts a message that is visible to the user in the portal, but does not send an email | No | Yes | No |
| Notify User | To send a visible update or notify the user without changing the ticket status | Sends a message to the user that is visible in the portal and also emailed to them, but doesn鈥檛 affect ticket status | Yes | Yes | No |