<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p>The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, involves quotations and runbooks.</p><p><br></p><style>
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</style><p><iframe width="560" height="315" src="https://www.youtube.com/embed/PdN6SB3MFi4?si=mX4ylbnvoAVem6jv" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></p><p><br></p><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Overview</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding a To-Do List via an Action</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong><span style="color: rgb(0, 0, 0);"><strong>To-Do List Groups</strong></span></span></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);"><strong>- Adding to Workflows</strong></span></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);"><strong>- Customer-Specific To-Dos</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Related articles:</strong></span></p><ul><li style="box-sizing: inherit; font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/966/" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto; font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal;" target="_blank"><strong>Parent/Child Tickets</strong></a></li><li style="box-sizing: inherit; font-size: 11pt; font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2362/" target="_blank" rel="noopener noreferrer"><strong>Workflow To-Do Automation</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Overview</span></strong></p><p>Creating To-Do Lists can provide your agents with handrails and progress-tracking capabilities straight from the ticket interface. They provide a simple interaction whereby you can tick off tasks, or whatever else you would like listed, one by one as you complete them.</p><p><br></p><p>Common use cases for these include the listing of tasks that one may not necessarily need to do via Halo, for example; "In-person site visit completed", or to list smaller tasks that would not really warrant an entire ticket; "Emailed customer with follow-up details".</p><p><br></p><p>These can be set up on an ad-hoc basis, via the top left "three dots" menu of a ticket view, the button you're looking for is "Add a To-Do item".</p><p>This option provides two routes to adding the items, one being a simple text-box entry, which will just add that line to the list, displayed on the ticket details section, and will only apply to that one ticket, like so:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2MDkwNTA5LWQ1NGYtNDg2Yi04ZjRkLWFlYjdmZDllYjlkOSJ9.SgH4TA6GAHofpOPjKDLSetcQaVdVj7tXTxo7UG7NsFA" class="fr-fic fr-fil fr-dib" width="658" height="376"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 1. Adding/editing a to-do item and the options</span></strong></p><p><br></p><p id="isPasted">As you can see, it is also possible to add to-do lists from a Template, which is referencing a 'Ticket Template', which takes us to our second way to add To-Do List items to a ticket.</p><p><br>Ticket templates can be configured to have a To-Do List by default, which will save a lot of time, and normalise these lists throughout your service desk.</p><p><br></p><p>The addition of these is as simple as heading to the 'To-Do List' section of a Ticket Template and adding what you'd like there. The afore-mentioned option will pull this list straight from the template, (this will not apply the rest of the template, only the to-do list).</p><p><br></p><p>The below example has been pulled from the 'PC/Laptop Installation' template, which is a default in the trials:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1NmQyNjk3LTNlOTEtNGU4Yy04Yzk0LWUzZDZiM2ZlZmI2ZiJ9.mN4y-lnZxc020zW8TUsqeGPD9OJfkW1k9AUYgEm7luY" class="fr-fic fr-fil fr-dib" width="163" style="width: 163px; height: 267.674px;" height="267.674"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 2. To-do list in the side bar</span></strong></p><p><br></p><p id="isPasted">You can create To-Do List Groups, which can be seen as the third option in the menu above.</p><p><br></p><p>These groups are configured in the General Settings section of the Tickets configuration menu. This is a further way to speed up the addition of these lists, which is essentially a pre-configured list of items, which can be applied to both the templates themselves, or directly to the tickets in the same way as before. This time, you can select your chosen group, and it will be applied in the same way as before, and these items will be 'grouped' in the list, as below, but can be re-ordered and marked as completed individually.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlZWVkZmU5LWI5OTAtNDdkZC05ZWRmLWY0MWE3NzcxODRhZCJ9.oOluOOpoBFEU4p4Lt1ABvAsBs5PcqZJOJxBy7tVJXjM" class="fr-fic fr-fil fr-dib" width="270" height="176"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 3. To-do list group in the to-do list</span></strong></p><p><br></p><p id="isPasted">You can add multiple to-do list items at once by separating them by line breaks, shown in the below figure. Each of the below will show as an individual to-do.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNTZiYjJlLWRhYzktNDQ1NS04NDVkLTllNmU1YmExMzg1NSJ9.Vl3T4fK3VHCfPWzYePw1ZTOSzaAiwZhRste4X95Bots" width="649" height="516" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 4. Adding multiple to-do list items at once</span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted">Now that we have the To-Do Lists set up, we can configure our workflows, with a couple of different step actions:</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="box-sizing: inherit;">"All To-Do List items completed", this will move the workflow to a new step when all the items have been checked off as completed.</li><li style="box-sizing: inherit;">"To-Do List Group completed", this will behave the same, however will only require a designated subgroup of the list to be completed. A use case for this, against the prior option, would be to have some sort of fast-track for your workflow, or perhaps a child-ticket be created off the back of the tasks in that group being completed.</li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If any more details are required on Ticket Templates, or Child/Parent ticket relationships, please use the following links to view our relevant guides, linked in the initial description of this guide.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a To-Do List via an Action</span></strong></p><p>Within the details tab of an action, we can add a To-Do list from a ticket template, this dropdown will include the names of all ticket templates that contain a to-do list:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3YjkyNDcyLTQxMGQtNDk4Yi1hYTFjLWM2NzY5OTllNDg4MCJ9.9Y-CMUE30tU95_gXktfjHebbEXotNwuKpDvtCc0hd-4" class="fr-fic fr-fil fr-dib" width="682" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 5. To-do list template from an action</span></strong></p><p><br></p><p>This will then add the corresponding to-do list, to your ticket (inherited from the template), when this action is triggered.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlMzY0MmIzLWMwNWQtNGVjYS1iMDg4LWU4Y2JlMTc0NGNhZiJ9.nHtSkGBVwuX4oUqrzUfn7UbNqV6ogB2-HIUC1txdCNA" class="fr-fic fr-fil fr-dib" width="367" height="198"></p><p><strong><span style="font-size: 10pt;">Fig. 6 Adding a to-do list via an action</span></strong></p><p><br></p><p>This has then added the pre-configured to-do list to the ticket information sidebar:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzZGI5YmQxLWQ3OWUtNDUwNC1hN2RmLTM4OTBkZjI2NjAyYyJ9.WYQLJ8j4cP72CyiEejqZHkuBOY_HB3dxBxtSbl6Pf-I" class="fr-fic fr-fil fr-dib" width="262" height="368"></p><p><strong><span style="font-size: 10pt;">Fig 7. To-do list added via an action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt; color: rgb(0, 0, 0);">To-Do List Groups</span></strong></p><p>To-do list groups group to-do list items together for easier assignment to tickets. In this example, we will look at constructing a To-Do List Group for use on Project Tasks. To-Do lists can be configured in two separate locations of Halo. One of which is in Configuration > Tickets > General Settings within the button "To-Do List Groups" In order for the to-do list group to appear in the list, you must add to-do list items.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjNjA0MTViLTVlYjUtNDZmOC1hNGY3LTRhMDBlMTJjOGUwNCJ9.-zmBnzZEmXT2CbzLNp7gcWHofLWHLqO8bLXP6P33Ys0" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 443.293px;" height="443"></p><p><strong><span style="font-size: 10pt;">Fig 8. Creating a new to-do list group</span></strong></p><p><br></p><p>The other area where this can be configured is from a "Ticket Template" in Configuration > Tickets > Templates. Within the "To-Do List" Tab, new groups can be configured or added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNTlhMWNlLWRhYzEtNDM5Zi04NDI0LTgyZmQxZmE2YmFjOCJ9.-DOdOnyidipVOM1is6Tj1Fk04MwlK1lm8ZpifDt9YMg" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 271.242px;" height="271"></p><p><strong><span style="font-size: 10pt;">Fig 9. To-Do List tab within a ticket template</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NDU2NzdhLWFjZDQtNGRmOC1hODQ2LWQwYWE5NGEwZDI0NSJ9.tWbzX8lO4TWEkvqHnsGDgqhIf8hm1cCTfb_WEbmqVrc" class="fr-fic fr-fil fr-dib" width="748" style="width: 748px; height: 553.663px;" height="553.663"></p><p><strong><span style="font-size: 10pt;">Fig 10. Adding a to-do list group to the ticket</span></strong></p><p><br></p><p>For the organisation of to-do lists, the groups can be dragged and dropped in the to-do list, so if an ad-hoc item is added to the list, it can be moved to be before or after the group of items.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyZmZmMjJiLTg2ZjMtNDhjOC05ODMyLTUzMmVkNjg0YzNhZSJ9.3I8jqUKroKGOZ4kWULm-8YvQuyjoGiYrRLyAmRlgPfM" class="fr-fic fr-fil fr-dib" width="499" style="width: 499px;" height="326"></p><p><strong><span style="font-size: 10pt;">Fig 11. Drag and drop to-do list with the dots at the left side</span></strong></p><p><br></p><p>For example, I moved stage 2 above stage 1 and placed an ad-hoc item at the bottom:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExOWNmYmJjLWEzNjktNDliMi1hYjYyLTQxZjg3MzNlNGE3OSJ9.U6MMDdXHAZOTywdiXEx8VS_u7og5TUaEY-nEn6rSF7c" class="fr-fic fr-fil fr-dib" width="447" style="width: 447px;" height="602"></p><p><strong><span style="font-size: 10pt;">Fig 12. To-do list order changed after drag and drop</span></strong></p><p><br></p><h5><strong><span style="font-size: 14pt; color: rgb(0, 0, 0);">Adding to Workflows</span></strong></h5><p>To-do list groups can be added to steps in workflows as an action, the idea is that if a to-do list group or all the items have been completed, the logic might be to move onto the next stage in the workflow.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NWFjNzIzLWY1ZTAtNDBiOC1iZGRmLTM2MTY0OGM3NjY2MyJ9._0OepVbWccCZnLwlStivK3NEo7Hwy7s82GQ6CF1F028" class="fr-fic fr-fil fr-dib" width="695" style="width: 695px; height: 696.255px;" height="696.255"></p><p><strong><span style="font-size: 10pt;">Fig 13. Moving workflow on based on whether a to-do list group is completed</span></strong></p><p><br></p><p>To apply to-do lists to tickets if certain criteria is met, we can configure a ticket rule, that when matched, applies a ticket template with a pre-configured to-do list. This is Halo's in-built functionality for applying to-do lists.</p><p><br></p><p><strong><span style="font-size: 14pt;">Customer-Specific To-Dos</span></strong></p><p>You can create to-do list groups that are specific to a certain customer, in addition to other to-do list groups for all. Within the customer profile > To-do Groups tab, you can see every to-do list group that is accessible to that customer. This will show both customer-specific, and general to-do groups. </p><p><br></p><p>You can also create new customer-specific to-do list groups by clicking "Add" here. </p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZTg4MDFiLTRjZTMtNDdiMS1hN2UwLWNkNjFhODkyZTFiMSJ9.yOO5CqsKpvT36Trs6plR1DVfx5jGcxYdCoCvzhNNgDk" width="1203" height="283" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1205px; height: 282.748px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 14. To-do Groups tab on a customer.</span></strong></p><p><br></p><p>You can also restrict to-do groups by customer in Configuration > Tickets > General Settings > To-Do List Groups button. Here you can see all of your groups, and can see if they are customer restricted or not. In this example, we will be looking at the two below.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlZTFmNDE4LTgxYmMtNGZiZS05ODJmLWFhYTI0MGNiZTkyOCJ9.v67M6Q9crpyUnjWCfGhwS1163tHigPnIggA4obMcfFs" width="463" height="534" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 15. Customer to-do.</span></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNDMwNjYzLWJiNzEtNDg4My1iZTZiLTI5MjQ4ODM1NWJjOSJ9.ogcfCwW3R4FFtZSFsc4rQN-arqYq9SSv_FS04meFki4" width="448" height="490" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-dib fr-fil"></p><p><strong><span style="font-size: 10pt;">Fig 16. Unrestricted to-do.</span></strong></p><p><br></p><p>These two groups are then added to a ticket template.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMWY3NTM2LWEzOTQtNGE1OS1hNmNkLTE2ZmNmMDdkMWQ4YSJ9.p-RN2Jeg2AH-ByTjXlkXfvr4frbkPlzCNbPR21d48zw" width="600" height="384" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 17. To-do groups on a template.</span></strong></p><p><br></p><p>Once that template is applied to a ticket from Terry's Chocolates, both will appear on the ticket.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3N2Y2MzQ1LWQ1YjEtNDEyZi05OGUzLTIyNzM5NmVlM2Q5MCJ9.RSURPG4-yMrYZPvF3VVzmOfMFv5wBFE2eifxJriWFVA" width="535" height="352" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 18. To-dos on the relevant customer.</span></strong></p><p><br></p><p>If applied to a ticket from another customer, only the non-restricted group will be added.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YzBmZDNlLTM4ZjYtNDMzMy04NzJkLTRhN2U0NDg0NTljMiJ9.4eCeGT7faWlJIy4DR6dGDebgYXwWnU5mhi07ud3zdLA" width="462" height="304" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 19. To-dos on another customer.</span></strong></p><p><br></p><p><br></p><p><br></p>
