medium package

Medium Department / Team Onboarding

For customers already live on Halo who want to add a department needing more structure than a simple team onboarding, while still reusing existing Halo configuration.

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 *

Department / Team Structure

Name of the department being onboarded *Names of up to 2 teams or resolver groups *Purpose of each team or resolver group *Agents in each team *Team leads or escalation contacts How should work be split between the teams? *

Mailbox Details (up to 2)

For each mailbox: address, purpose, availability, forwarding, access, signatures, routing rules *

Request Types / Forms (up to 8)

For each: name, purpose, fields, mandatory fields, dropdowns, conditional fields, default priority, default SLA, portal availability, receiving team *

Routing and Assignment Rules

Routing rules by request type Routing rules by mailbox Routing rules by category Default team assignment for each request *Reassignment rules between teams Exceptions to standard routing

Permissions and Visibility

Existing roles or permission groups to be used *Users or agents requiring access Visibility rules for agents Visibility rules for end users Portal visibility by request type Customer / site / department / user restrictions

Approval Requirements (up to 2)

For each approval: request type, trigger, approver(s), outcomes, on-approve, on-reject, notifications

Portal Requirements

Portal area or menu where new requests should appear *Wording for portal tiles, forms, or descriptions Visibility restrictions Supporting guidance text for end users Confirm existing portal branding is reused

SLA Requirements

Existing SLA rules to use *Minor SLA amendments required SLA by request type, priority, or category Exceptions to standard SLA behaviour

Reporting / List Views

Required operational list views (filters, columns) Basic reporting requirements Who should be able to access the reports or views?

Testing and UAT

Named customer UAT lead *List of UAT testers Test scenarios per request type (routing, approvals, notifications) *UAT feedback process Sign-off contact *

Handover

Preferred handover attendees Admin users requiring walkthrough Internal support documentation requirements Preferred handover format (summary, walkthrough, both)

Out of scope for this package: More than 2 teams or resolver groups · More than 2 mailboxes · More than 8 request types or forms · More than 2 simple approval workflows · New third-party integrations · Advanced automation or scripting · Major SLA redesign · Advanced dashboard packs · Complex multi-department process redesign · Data migration (unless agreed separately) · Custom development · CMDB or asset management configuration

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