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Administrative Guides

Configuration, administration, and maintenance guides for GRC-ITSM platform administrators.

  • Agent Management - adding agents and configuring agent roles
  • User Management - adding, syncing, and managing end users and user roles
  • Email - mailbox setup, email rules, templates, and the FedRAMP Security Inbox
  • Ticket Types - creating and configuring ticket types, fields, workflows, and access controls
  • Ticket Rules - conditional automation for routing, assignment, and notifications
  • Ticket Templates - reusable ticket structures with pre-configured child tasks
  • Scheduled Tickets - automatic recurring ticket creation for ConMon cycles and periodic reviews
  • Approval Processes - configuring approval workflows, Change Advise Boards, and process rules
  • Service Level Agreements - SLA policies, targets, and escalation rules
  • Knowledge Base - internal documentation and self-service support content
  • Integrations - third-party integrations, webhooks, and the Halo Integrator
  • Advanced Settings - platform-level settings for appearance, security, search, performance, and more