large package

Large Department / Team Onboarding

For customers already live on Halo who want to add a larger service area to their existing Halo environment without redesigning the full instance.

Your details

So we can reach you about this submission.

Your name *Email *Company / organisation

Customer Contacts

Commercial contact *Project contact *Technical contact *Halo administrator *Testing / UAT contact *Sign-off contact *Project sponsor *Primary decision maker *

Discovery and Scope

Department or service area being onboarded *Business purpose within Halo *Key stakeholders Target go-live date Key risks or deadlines Known dependencies What is in scope *What is out of scope *

Upload existing process docs, requirements, or diagrams Click to add files (up to 15) · 25MB each

Department / Team Structure

Up to 5 teams or resolver groups (with purpose) *Agents in each team *Team leads and escalation contacts Working hours (if relevant) How tickets should move between teams Ownership, escalation, or reassignment rules

Upload org chart or structure diagrams Click to add files (up to 5) · 25MB each

Mailbox Details (up to 3)

For each mailbox: address, purpose, owning team, availability, forwarding, access, auto-replies, signatures, routing, mailbox-specific categories *

Upload signatures, auto-reply examples, or branding assets Click to add files (up to 15) · 25MB each

Request Types / Forms (up to 15)

For each: name, purpose, owning team, portal visibility, fields (mandatory + dropdowns + conditional), default priority, default SLA, notifications, approvals, closure info, guidance, example scenarios *

Upload existing forms, mockups, wireframes, or screenshots Click to add files (up to 20) · 25MB each

Routing and Workflow Requirements

Routing by team, category, request type, mailbox *Default assignment, reassignment, escalation rules Workflow steps and statuses per request type Closure rules and workflow exceptions

Permission and Visibility

Existing permission model to use *Agent roles required End-user, department, site, customer, user visibility rules Sensitive request types requiring restricted access Admin users needing configuration access Reporting visibility requirements

Approval Requirements (up to 5)

For each: request type, trigger, stages, approvers (+ backups), time expectations, on-approve, on-reject, on-timeout, notifications, audit requirements

Portal Requirements

Portal areas required for the department *Portal menu structure Portal tile names and descriptions End-user guidance wording Request visibility rules Confirm existing branding is reused Supporting links or documents to include

Upload portal screenshots, mockups, wireframes, or branding assets Click to add files (up to 15) · 25MB each

Notification Requirements

Existing notification templates to reuse *Notification changes required Customer / agent / approval / closure notification wording Department-specific recipients Notifications that should be suppressed

Upload existing notification templates or examples Click to add files (up to 15) · 25MB each

SLA Requirements

Existing SLA model to be used *SLA by request type, priority, category Minor SLA amendments required Working hours or calendar considerations Escalation rules linked to SLA performance Exceptions to standard SLA rules

Reporting and Operational Views

Required dashboards or widgets Required filtered ticket lists (filters, columns, grouping) Report audience Key operational measures (open, by team, by priority, SLA breach, awaiting approval) Export requirements

Upload example dashboards, reports, or mockups Click to add files (up to 15) · 25MB each

UAT Requirements

UAT lead *UAT testers UAT start and completion dates Test scenarios and expected outcomes (routing, approvals, notifications, SLA) *Defect logging process Sign-off process and final approval contact *

Handover Requirements

Handover attendees Admin users requiring walkthrough Support team contacts Required documentation format Operational guidance required for agents Go-live support expectations Post-go-live contact for questions

Upload existing internal docs, runbooks, or training material Click to add files (up to 15) · 25MB each

Out of scope for this package: More than 5 teams / 3 mailboxes / 15 request types / 5 approvals · Full process redesign or major portal rebuild · New complex integrations · Advanced custom automation · Large-scale data migration · Custom SQL reporting packs (unless separately scoped) · Replacement of existing core configuration · Changes to global Halo instance design (unless agreed separately) · CMDB / asset management configuration (unless separately scoped)

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