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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- New Action Screen</strong></p><p><strong>- Details Tab</strong></p><p><strong>- Defaults Tab</strong></p><p><strong>- Field List Tab</strong></p><p><strong>- Other Uses Tab</strong></p><p><strong>- Restricting Access</strong></p><p><strong>- Action Groups</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer">Actions</a></strong></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2426/" target="_blank" rel="noopener noreferrer"><strong>Access Control</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1943/" target="_blank" rel="noopener noreferrer"><strong>Actions: System Uses</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer">Custom Fields</a></li></ul><p><br></p><p>Actions define what you can do on a ticket. Performing an Action on a ticket will modify it's status (and hence whether or not it is on SLA hold) and will allow you to record any key information required.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">New Action Screen</span></strong></p><p>Let's create a new Action that we can use to email the end-user of a ticket.</p><p><br></p><p>In Configuration > Tickets > Actions, a list of all the Actions available (similar to the list of Ticket types) will show. In here you can edit an existing Action via clicking on it, or create a new Action via clicking the 'New' button in the top right of the screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MzE3NjJhLTE3NTMtNGQ4NC1iMjg1LTA0M2Q2NTgwY2EzOCJ9.CF-OQh0F9ff8gPZ3Y4iobkKNPGxEYdZ7GdVDPKYFDyk" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 404.347px;" height="404"></p><p><strong><span style="font-size: 10pt;">Fig 1. Actions list.</span></strong></p><p><br></p><p>Clicking on 'New' will then open up the new Action screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiYmY1NjlmLTgyNGUtNDM1ZC04YjYzLWFjN2NiYjAzYzQxOSJ9.Ef5l0eAPwZ4bI8l4gV_8Z5NFpE23KnYJXXoPe_WwINs" class="fr-fic fr-fil fr-dib" width="1249" style="width: 1251px; height: 609.614px;" height="610"></p><p><strong><span style="font-size: 10pt;">Fig 2. New action screen.</span></strong></p><p><br></p><p id="isPasted">When configuring an Action, you have three available tabs: "Details", "Defaults" and "Field List". Upon saving, an "Other Uses" tab will also show.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Details</span></strong></p><p>The Details tab is where you set some of the core behaviour of your Action.</p><p><br></p><p>The first thing you'll want to do is give your Action an appropriate name/description. The "Button Name" is what will be displayed on the button when on the ticket screen and the "Outcome Description" will be what is returned on the progress page once the Action has been saved, like on the ticket below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MDFhNTc3LWQyYWItNDdlNi1iNmRkLWNmNWQ1YzQzMGE4OCJ9.U2WS3hvxO_peuL1ufnpIL7c4B1Ashpge6bokMvT9zYU" class="fr-fic fr-fil fr-dib" width="1266" style="width: 1268px; height: 346.172px;" height="346"></p><p><strong><span style="font-size: 10pt;">Fig 3. Ticket screen with action button and outcome description shown on the action.</span></strong></p><p><br></p><p id="isPasted">If the action is configured to send an email, hovering over the "..." will show additional options, such as showing the Cc field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxYjY5MWQxLWI4MmMtNDg0Ny1hNmQ4LWUxYTkzZmI0MTFjNSJ9.nr_wnFISUuprsXqPvV3WF15pOkheIxLcuGUwoNjjDdA" width="412" height="138" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Three dot menu on an email action.</span></strong></p><p><br></p><p>Emails can be marked as high importance by clicking the "!" button to the right of the three dots.</p><p><br></p><p>To allow Users of a ticket to use the action button on the end-user portal you will need to enable "<span style="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-align: left; 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; display: inline !important; float: none;" data-pasted="true">Allow Users to use this action</span>". If this action is added to the relevant workflow or ticket it will now be avalible on the Portal for Users. </p><p><br></p><p>The supplier field on a User action can be filled in by appending "&supplier_id=x" on the new action URL.</p><p><br></p><p><strong>System Use</strong> - Some Actions may require specific functionality, such as creating a Quote or raising a child ticket. Bespoke functionality of this sort can be achieved via selecting the relevant system use. Actions with no system use will simply add/modify information on the ticket in question.</p><p><br></p><p><strong>Status After Action</strong> - Setting the 'Status After Action' will allow you and your agents to easily see the current state of a ticket based on the most recent update. For our 'Email User' example, we would want to mark the status of this ticket as 'With User' to signify that this ticket is currently awaiting user response.</p><p><br></p><p><strong>Is a Quick Action</strong> - Actions marked as a Quick Action will bypass the New Action screen and automatically modify the information on the ticket based on the defaults selected. The new Action screen is what is displayed after an Action has been selected, but before it has been saved.</p><p><br></p><p><strong>"Show the" Options </strong>- You will find a series of checkboxes available to show additional options on the new Action screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjODNkNjcxLTM3OTEtNGI0MC1hMTdmLTc2ZTU0YjMxNTBlYiJ9.-2ntvHrph9JZVDnFpdDY8lx9ASWFEM8YCKkN9etcC-Y" class="fr-fic fr-fil fr-dib" width="829" height="824"></p><p><strong><span style="font-size: 10pt;">Fig 5. "Show the" options on an action.</span></strong></p><p><br></p><p>These options will then show in the highlighted area at the bottom of the action.</p><p><br></p><ul><li>Play button: "Release from SLA hold" (will show a pause button if not on hold to put it on hold).</li><li>Crossed out eye: "Hide from End-User".</li><li>Star: "Mark as Important".</li><li>Eye: "Follow this Ticket".</li><li>Tick: "Close this Ticket".</li><li>Language: "Translate into User's language" </li><li>Pen and Paper: "Send Satisfaction Survey"</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5ZWY3ZmEwLTFiMTItNGYwNi04OTE0LTViN2Q1ZDI0ODQxMyJ9.K5EfdXkn5WZU_b4Oem-gV3yPrPTq8Rg6J-lM4UWV4_E" width="1918" height="934" 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: 989px; height: 481.609px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. "Show the" icons on an action.</span></strong></p><p><br></p><p><strong>Response Behaviour </strong>- The response behaviour of an Action determines whether or not the Action will be marked as responded (in relation to the Ticket's defined SLA). You can decide whether or not to automatically mark the Ticket as responded or allow your agents to manually decide. The latter is achieved via selecting 'Default Behaviour' and enabling the below option in the General Settings for SLA configuration (Configuration > Service Level Agreements > General Settings).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NTQ4OTA1LTM4MTktNDI4MC1iYmQyLTUxYWNlNDBkYmY0NSJ9.bM-FMwbvwS91mUvzN0lh9Gui5IthAWvmnZfFb63djiU" class="fr-fic fr-fil fr-dib" width="855" height="64"></p><p><strong><span style="font-size: 10pt;">Fig 7. SLA response prompt settings</span></strong></p><p><br></p><p id="isPasted">The "Hide From Ticket Header" Option will remove the action from the ticket screen, meaning agents cannot use it. This can be a useful feature if you have API agents using actions that you do not want your agents to trigger themselves.</p><p><br></p><p>"Visibility on Parent Tickets" and "Visibility on Child Tickets" can be used to set whether the action appears on parent and child tickets. The "Show on Parent always"/"Show on Child always" setting can be used to override the other fields "Don't show". This is for cases where a ticket is both a parent and a child.</p><p><br></p><p>i.e. if both "Show on Parent always" and "Don't show on Child Tickets" are selected, the former will override the latter and the action will still appear on tickets that are both a parent and a child.</p><p><br></p><p><strong><span style="font-size: 14pt;">Defaults</span></strong></p><p>The Defaults tab allows you to set the default information for when an Action is saved such as defaulting to assign to a certain team when the action is used. This information can be overridden if required.</p><p><br></p><p>When 'Send an email' is set to yes, you can select "<span style="font-size: 11pt;">Add 'X-Auto-Response-Suppress' header to emails</span>". This setting ignores auto-replies to the email sent from this action. </p><p><br></p><p data-pasted="true">The 'from' address can be show by default. To do this, select the "Make "From" Address visible by default" checkbox. </p><p><br></p><p data-pasted="true">A Ticket Template can be applied automatically when an action is performed. To do this, select the relevant template in the "Automatically apply the following template" drop-down. </p><p><br></p><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p>The Field List for an Action determines the information that can be input/modified when performing the Action in question (the configuration here is very similar to that of Ticket Types).</p><p><br></p><p>System or Custom Fields can be added to an action via the "Add" button, and visibility options (including the setting of Dynamic Field Visibility) can be set, per field by clicking the pencil icon. </p><p><br></p><p>Fields can also be made read-only on actions: for instance, "Status", "Priority", and "Ticket Type". A field can be made read-only by clicking the pencil icon to edit it.</p><p><br></p><p>You can add the Ticket Tags field to add or remove existing tags on the ticket. Putting this field on actions allows you to easily update ticket tags as you work through the ticket</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4NzE0ZjBkLTFjNmQtNDFjNi1iOWNiLTVjN2YzZWIzNzI2ZSJ9.OkASfBP6wM6-CGO74ltIPCes5-1AGddImDs1VpFr_0g" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 275.554px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 8. Editing a field.</span></strong></p><p><br></p><p>The "Agent Action Visibility" should then be set to "Visible - Read Only".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljMjBhNjA0LTdmZWYtNGZlMy04Mzk2LThjOTFjNTVkYTA2YiJ9.NCRwaQHnieFIv3Q8LdiveLPcmaYy1a_7dPkLUjsD8z8" class="fr-fic fr-fil fr-dib" width="1227" style="width: 1229px; height: 581.67px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 9. Making the field read only</span></strong></p><p><br></p><p>Upon using an action, the details will appear within the action as a reference, but cannot be edited in anyway. This is useful for agents to have quick reference to fields that may be important when replying to the user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmYTBiMGQzLTU4NDAtNGZkMS05N2Q1LTYyN2ZmZTZmZjkwNSJ9.5YY4j89djVpF8ibP7DE_q5h6nzXsHcdLvWPiXc0E3Zs" class="fr-fic fr-fil fr-dib" width="1022" style="width: 1024px; height: 328.527px;" height="329"></p><p><strong><span style="font-size: 10pt;">Fig 10. Read only actions.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Other Uses </span></strong></p><p>In this tab, you can quickly view which workflows and ticket types the action has been added to for quick reference, with embedded links to go straight to that area.</p><p><br></p><p><strong><em>Note: This tab will only appear upon saving after configuring the action.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4ZmRlYjc1LWI2NDgtNGVjYy04NjJjLWMxNzgxNzk5MWRhYiJ9.TID0TGPkytzWYaCLk3Y2ej0SWIlF7bNLsjuR7Hh1rCE" class="fr-fic fr-fil fr-dib" width="697" height="684"></p><p><strong><span style="font-size: 10pt;">Fig 11. Other Uses tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Access Control</span></strong></p><p>Access control can also be delegated in the top bar when viewing the configuration of an action. Assigning access control here will allow an agent to edit the specific action without being an administrator.</p><p><br></p><p>For information on how to configure this, check out the linked related guide on access control.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1NTY3NzZiLTdiY2YtNGM0Ni1hMTI0LTE0NTU4OTYxNWNhZCJ9.tRFmfeuT9OTGvj1SH68SEuoHfYqxYlhxVKgD0EV5YmU" class="fr-fic fr-fil fr-dib" width="433" height="94"></p><p><strong><span style="font-size: 10pt;">Fig 12. Access Control button on an action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Access</span></strong></p><p>Access to actions on a ticket can be restricted in a few ways.</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type Restrictions</span></strong></p><p>In Configuration > Tickets > Ticket Types, you can restrict only certain actions to be allowed on that ticket type. Choose a ticket type, and go to the "Allowed Values" tab. Here you will find the "Actions" section at the top, and a checkbox for "Allow All Actions".</p><p><br></p><p>If this checkbox is disabled, a table will appear to choose the actions that are allowed. Click the "Add" button, and select as many actions as you wish within the popup.</p><p><strong><em>Note: If the checkbox is disabled and no actions are added here, you will not be able to complete any actions on that ticket type, regardless of workflow.</em></strong></p><p><br></p><p>In the below example, only the three actions listed in the table will be available for use. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmZGJiZDQ3LTU5ZDItNDg1MC04YWM4LWJjMTQwODhiODlkNiJ9.yRTBpmbowofDbeiyvx-KIjFyxpDMJjIPQG-VyWU1W7w" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 357.687px;" height="358"></p><p><strong><span style="font-size: 10pt;">Fig 13. Selecting allowed actions.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Workflow Restrictions</span></strong></p><p><strong>By Allowed Actions</strong></p><p>Within the "Details" tab of a workflow, you can set "Agent Actions allowed at any Step". Actions added here will not advance the workflow, and will available for use regardless of which step the ticket is on.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiZTk2ZWU1LWY2ZWEtNDIzMi1hODg2LTQ4Zjc5ZWU4ZmMxMSJ9.M0RuB_P-PEad04icgwjNRMStkCrK8mGrJPmahJzcbjc" class="fr-fic fr-fil fr-dib" width="775" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 14. Allowing actions at any step of the workflow.</span></strong></p><p><br></p><p><strong>By Workflow Step</strong></p><p>Actions can be restricted by a workflow step. In Configuration > Tickets > Workflows, choose a workflow and edit a step within it.</p><p><br></p><p>Any actions added with the "Allow Actions" action type will be allowed within that step of the workflow. They will not be available when the workflow moves to the next step, unless they are also added on that step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNmQxNDgwLTVmYzgtNGRiMi1hNzUzLTczYzUyZGE3NzBhNCJ9.7QGyz6837nCbragjmqqaf-Xq3ntRgpduHTgJZA5m6e4" class="fr-fic fr-fil fr-dib" width="712" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 15. Allowing actions on a workflow step.</span></strong></p><p><br></p><p><strong>By Workflow Step and Criteria</strong></p><p>Following on from the previous method, you can then add additional criteria restrictions. With these added, the action will only appear if you are on the step, and satisfy the criteria filters.</p><p><br></p><p>Enable the "Restrict access to these Actions" checkbox, and a table will show to enter the criteria.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMDlkZDBkLTIxYjQtNGI5NC1hYjYyLThlNGZmNGZiMGZmMCJ9.I2V2wPQ8poq6IrXkedsjomXpkI4ZA4QYwipCN8P-7Tc" class="fr-fic fr-fil fr-dib" width="712" height="829"></p><p><strong><span style="font-size: 10pt;">Fig 16. Restricting access.</span></strong></p><p><br></p><p>You can choose whether to add these individual conditions, or if you wish to add a group of conditions where all of them must be met for the action to be made available. Upon clicking the "Add" button in <strong>Fig 16</strong>, you will see the below popup to select this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZTk5MWFiLWE0NjMtNDYwNC1iMTViLWNmODE5ZDg5N2VlMCJ9.0XUlHbNXAzQH2gh4B-79SZO15JryuN-zd4XX6b2H1oQ" class="fr-fic fr-fil fr-dib" width="707" height="330"></p><p><strong><span style="font-size: 10pt;">Fig 17. Choosing individual or group conditions.</span></strong></p><p> </p><p>You can then add your criteria. Let's look at the example shown below to compare the two methods.</p><p><br></p><ul><li><strong>Group </strong>- An agent would need to be <strong>both </strong>the assigned agent, <strong>and </strong>have the role of "Administrator" to be able to use the action.</li><li><strong>Individual </strong>- An agent who is <strong>either </strong>the assigned agent <strong>or </strong>has the role of "Administrator" would be able to use the action. </li></ul><p><br></p><p>Since I am making a group in this example, the former criteria would need to be met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YzIxNWYxLWVjYTUtNDZlZC05MzdhLWNkZTAyYmIwZGM2NSJ9.S-bHGaq76EaT_dSmehSi-8NgbIAG2XoZjPgQVFkYQrM" class="fr-fic fr-fil fr-dib" width="707" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 18. Criteria for the action.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Action Groups</span></strong></p><p>Actions can be combined into grouped "folders" when added to a ticket. This allows more actions to be added to a ticket without using the overflow section, as well as organising each action into categories. In this example, we created an action group for creating linked tickets, so it contains actions to create child, parent and related tickets.</p><p><br></p><p>To create an action group, head to Configuration > Advanced Settings, and click into the "Lookup Codes" button at the bottom. This will show a list of lookups - be sure to change the entity in the top left to "<strong>Action Groups</strong>", before pressing "New" to create a group.</p><p><br></p><p>You can also access these action groups through the module (Configuration > Tickets > Action Groups) or by clicking the "Action Groups" button when editing or creating an action. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0MzFhNDdhLTZlNTgtNGY2Zi05ZmUzLTk3OTA1YmI2YzdmMyJ9.1fR69QCHxPepaDQBn3fRKNfWswA8fjj804c9tENyNQY" width="1214" style="width: 1216px; height: 147.871px;" height="148" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. List of action groups.</span></strong></p><p><br></p><p>This will then show a screen to create a new lookup. Name the group, and choose a colour/icon. This will be the colour and icon of the group when viewing a ticket, and will appear the same as when you set the colour and icon on an individual action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjYWE0ODg5LThiMDQtNDgyNS05ODU3LTU0OWY1ZjgyMjAzNyJ9.6HYHE7SRCzKbPRNAAKyRKshYPkggERNJVY1sVuRF6VE" width="280" height="382" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 20. Creating a group.</span></strong></p><p><br></p><p>The next step is to add the actions to the group. Within Configuration > Tickets > Actions, select or create an action. In the "Details" tab, the option for "Action Group" will show. Select the group you just made.</p><p><br></p><p>A hint here will also show how the sequencing of the action group works. Ensure the "Sequence" field on each action within the group is set accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3ZmEyZGQyLTAwZWQtNGRlYy05YmNiLTUzOTUwNWQ4ODg3ZSJ9.-ItFWjS1w51AoBL3NZ7FVwKHzkTPN4NiC-N-CfcVK78" width="1216" style="width: 1218px; height: 225.044px;" height="225" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 21. Adding an action to the group.</span></strong></p><p><br></p><p>When the action is added to the ticket type, it will show within the group. The colour and icon set in <strong>Fig 20</strong> show on the group label.</p><p><br></p><p>Hovering over the group will show the actions within it in a dropdown format, and select the action here to use it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhYjA2YTJlLTA4NzEtNGJiYi04YTcwLWQ1NmEyOTgyMTZhNCJ9.EY6SMpkh1_nr0d-EXINnGOBBlE6rkU2aB7-az4isliI" width="975" height="274" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 22. Using a group on a ticket.</span></strong></p><p><br></p>
