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? *

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

Mailbox Details (up to 2)

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

Upload signatures, auto-reply examples, or branding assets Click to add files (up to 10) · 25MB each

Request Types / Forms (up to 8)

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

Upload existing forms, mockups, or screenshots Click to add files (up to 15) · 25MB each

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

Upload portal screenshots, mockups, or branding assets Click to add files (up to 10) · 25MB each

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?

Upload example reports or dashboard screenshots Click to add files (up to 10) · 25MB each

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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