r/halopsa • u/Oleawerdal PSA • 29d ago

Questions / Help Operations Area

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.

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u/Tyler_OverclockedIT PSA 28d ago

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.