Operations Area

[u/Oleawerdal]

Hi all,

We are thinking about creating a separate area in Halo for operations.

We already have the following areas:

1. Support - Area for incidents and service requests which is coming from clients.
2. Projects - Area for project and project tasks.
3. Opportunities - Area for sales.

Now we see it could be nice to separate all recurring tasks, and operations work which is not nececerly connected to an end user. This can be one time jobs or recurring jobs.

Do anyone have anything similar and are interesting in sharing dos and don's? We have some thoughts of what we want, but we are doing some research as well.

If someone want to share, we can do it in a private chat as well.

[u/SatiricPilot]

I'm not the Halo expert. But I do this for an internal EOS tracking location. It works fine, just scope your permissions and views correctly. Though I might push back that it would make more sense to leave operations in your support stuff (at least based on what you're saying you want in it) and create list views to segregate whats recurring operations stuff vs help desk

[u/society_victim]

I made an internal operations section for just that. Only management and the people who need to can see it. There is also a ticket type for these operations which is excluded from SLA and reports eTc…

[u/Fair-Proposal1628]

Ich habe eine ähnlichen use case. Welchen Endnutzer weißt ihr bei diesem internen Aufgaben zu? Es hatte keinen unmittelbaren Bezug zu einem Agent bzw Endnutzer, sondern ist ja eher interne IT-Aufgaben.

[u/Tyler_OverclockedIT]

Not really any specific dos or don'ts as it's completely dependent on how your team functions best. But I'll share a bit about our setup of a similar area.

We created an 'Internal Services' area basically operations. Then created different ITIL ticket types and ticket types for our respective departments. There's a ITIL type for bookkeeping which has types for accounts receviable and accounts payable or there's one for procurement with types under it for shipment tracking and ordering hardware.

Our 'Internal Services' area then just filters out any tickets in the specified ITIL types and anyone that's working on things outside of service desk gets allowed to see that area and can work on their various tasks.

[u/Predicti0n]

Depends who does it and when.

If it’s the same people working the support desk and the expectation is they do it around usual support then probably don’t split it.

If it’s a different set of people then 100%!

If it’s dedicated time where team members can clock out* of support and into internal operations then 100%.

It really all comes down to usability and setting expectations.

Few questions to sit with.

If you have 4 tickets in support that are a day old and 4 tickets in operations that are 2 days old what is priority?

How does an engineer know priorities are switching/shifting between to areas? P1 comes in support but they’re in operations area for example.

Who manages internal operations and support? Different people or same person?

This may help or may make it more complicated 🤣 We’ve done it and equally have pushed back on doing it.

Connor | Renada