Updates to Halo & New Halo Best Practice Learning Package

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Service Advisory

Please share the following with your HaloITSM Agents.

Dear IT Colleagues,

We're excited to share two important updates to Halo.

1. New Halo Best Practice Course—Available Now

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.

Self-Register here:

You can access the course right away, but please note that some of the processes covered rely on new features outlined below, which won't be available until August 19, 2025.

2. Changes to the Halo Client—Coming August 19, 2025

New Panes and Workflows

On August 19, 2025, we are introducing 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 displays 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.

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Enhanced Ticket Actions in Halo—Coming August 19, 2025

To support best practices and improve both communication and SLA tracking, we're releasing updated ticket actions in Halo. These new, intuitive buttons enable precise control over your interactions with our community. Whether you're 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't 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't affect ticket status	Yes	Yes	No

Contact

IT Client Services at askIT@yorku.ca or 416 736 5800

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