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Canned text in Halo allows you to quickly include saved text in a reply to a ticket (ZenDesk users: these are like macros in ZenDesk).
Examples of canned text include:
A solution to a common problem.
Frequently used instructions....
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This article explains the various parts of a Halo ticket. It is important to note that there are many types of tickets in Halo, and they all don't look exactly a like. They will all, however, share the same basic structure.
Before You Sta...
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Generally, people will create tickets on their own using whatever method of ticket intake your group has on offer (i.e. the user portal ). As an agent, there are times when you'll want to create a ticket on behalf of someone else (perhaps they ...
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As an agent in Halo, you'll spend most of your time interacting with tickets in Halo. Halo offers robust access control, which is a fancy way of saying some tickets will not be visible to you. The Halo interface, and the basics covered here, ...
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This article covers the basics for navigating the Halo Agent application.
Before You Start
You will need the following before you can complete this task:
An active Halo agent account
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The Halo User Portal is where you can create and track Financial Operations requests. The portal has two sections:
Located at the top of the Portal, the Navigation Bar has several links. Going from left to right, the links are:
T...
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Halo supports a large number of ticket statuses. These status serve as an indication of the current state of a ticket, and can act as triggers for workflows. This article lists the ticket statuses for Financial Operations tickets in Halo and giv...
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Financial Operations General Requests are created using Halo's user portal (learn how to log in here ). All financial operations requests from the following groups should be submitted via the portal: Wharton Computing Wharton Human Res...
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Halo is a third-party hosted “Enterprise Service Management” tool that we are rolling out here at Wharton.
Halo helps us deliver services to folks in a more efficient way. It easier to track the progress of the request for both the request...
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The best way to deal with disruptive behavior in a Zoom meeting is to prevent it from happening in the first place. Here are Wharton's guidelines to secure your Zoom meetings and deal with disruptions in an active Zoom meeting. Penn Zoom De...