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</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Filter Profiles</strong></span></p><p><span style="font-size: 11pt;"><strong>- Configuring Filter Profiles (For Configuring Sales ticket filter profiles go to Configuration > Sales > Views)</strong></span></p><p><span style="font-size: 11pt;"><strong>- Specifying Filter Criteria</strong></span></p><p><span style="font-size: 11pt;"><strong>- Show Tickets which have not yet been reviewed for Billing</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides: </strong></span></p><ul><li><span style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1809/" 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; 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;" target="_blank"><strong style="box-sizing: inherit; font-weight: bolder;">Views</strong></a></strong></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1349/" rel="noopener noreferrer" target="_blank"><strong>Billing General Settings</strong></a></span></li></ul><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><strong><span style="font-size: 14pt;">Filter Profiles</span></strong></p><p>Filter Profiles are ways to filter for specific tickets within the Ticket/Project /Opportunities areas. An example of this would be Open and Closed Ticket Filters. These would filter and only show Statuses which you specify as Open or Closed with each respective filter, allowing you to see how only tickets which are Open or Closed.</p><p><br></p><p>Filter profiles can be chosen for the page/ticket ticket list you are viewing, either by using the dropdown in the top left of the ticket list, as shown in figure 1. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNzc2NzAxLWQ5YTYtNDkyOS1hMDQ3LWVlYjk3OWU1MzFiYSJ9.BkoVcsPnQYzv4QnGjGG9hoFXJ5N77ulo0LoJsUCasEY" class="fr-fic fr-fil fr-dib" width="1164" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 1. Choose filter profile from dropdown</span></strong></p><p><br></p><p>Or, by selecting the filter icon beneath the view you have chosen in the left hand pane.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlZTk1Y2Q2LTQyYmYtNGU2Zi05NTQ3LTA4MTNhYmY5ZWQyZSJ9.Vspse4nLn8NtTVdTQOQi82SgBsdlR5CYCRZ_ar28X7s" class="fr-fic fr-fil fr-dib" width="512" style="width: 514px; height: 257.334px;" height="257"></p><p><strong><span style="font-size: 10pt;">Fig 2. Choose filter profile from list</span></strong></p><p><br></p><p>We have some filter profiles setup out of the box, including:</p><p style="margin-left: 20px;"><strong>All Tickets </strong>- This shows all Open, Closed and On Hold Tickets.</p><p style="margin-left: 20px;"><strong>Closed Tickets </strong>- This shows all Closed Tickets. </p><p style="margin-left: 20px;"><strong>Open Tickets </strong>- This shows all Open Tickets. </p><p style="margin-left: 20px;"><strong>Open Tickets (Including SLA Hold) </strong>- This shows all Open and On Hold Tickets.</p><p style="margin-left: 20px;"><br></p><p>In addition to these filters, your own custom filter profiles can be created, once a custom profile has been created this will be available to choose from in the filter profile list. </p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Filter Profiles</span></strong></p><p>To configure filters and set a default, head to Configuration > Tickets > Views > Configure Filter Profiles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1YzBhZDMzLTljOWEtNDMzNC1hNTY4LTJmY2QwNWQyMDc4MiJ9.f3vgDtxnS4VGzCOqdfqQeBJ_IENacCWOTTKYr_4VLms" class="fr-fic fr-fil fr-dib" width="701" style="width: 703px; height: 443.408px;" height="443"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Admin Options for Configuring Filter Profiles</span></strong></p><p><br></p><p>Alternatively you can add or edit an existing Filter Profile by using the "New" button or right clicking on a Filter Profile.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3OTFhNGJmLWY1Y2MtNDYzYy1hMGJmLTdmNTNkMWIxZDY1NyJ9.-ANZN-rz6nHsZ6Q1kQIZ6ZVOkEIEv6TJVo5_HlNc78s" class="fr-fic fr-fil fr-dib" width="709" style="width: 711px; height: 230.101px;" height="230"><strong><span style="font-size: 10pt;">Fig 4. Admin Options for Configuring Filter Profiles</span></strong></p><p><br></p><p>If you edit an existing Profile from this page you will have the option to "Save as New". If the Agent has the permission "Can Configure Filter Profile Access Control", they will be able to specify whether to copy the Access Control when using this button. Prior to this version the Access Control will be copied automatically. </p><p><br></p><p><strong><span style="font-size: 12pt;">Specifying Filter Criteria</span></strong></p><p><strong><span style="font-size: 12pt;">SLA Hold</span></strong></p><p>A common Filter used is to Show/Hide tickets which are on SLA Hold.</p><p><br></p><p>You can determine whether or not a status puts a ticket on hold. By default the "<strong>With User</strong>" status puts the ticket on SLA Hold, meaning it would be hidden from the <strong>Open Tickets </strong>Filter Profile as soon as it goes on hold. Only when you changed the filter to <strong>Open Tickets (Including SLA Hold)</strong> or <strong>All Tickets</strong> would the on SLA Hold Tickets Show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMjMxN2RkLWVhM2QtNDEyOS1iNzQ4LWFmMGE1Mjg1MzcwNiJ9.p9B4loPcXKITVv784GeLJGvpGgUcu9SleMos2kKEhHc" class="fr-fic fr-fil fr-dib" width="860" style="width: 862px; height: 312.178px;" height="312"></p><p><strong><span style="font-size: 10pt;">Fig 5. Configuring a Filter Profile</span></strong></p><p><br></p><p>When viewing a filter profile you can specify the filter criteria in the above location. </p><p><br></p><p><strong>Use</strong> - This determines which areas the Filter Profile can be used/selected in. </p><p><strong>List Visibility </strong>- This is the agents you want this filter to show for (can be restricted to a certain team or agent.</p><p><br></p><p>The option to "Show on the Self Service Portal" will show if "Use custom Filter Profiles on the Ticket list" is enabled in Configuration > Self Service Portal. This will allow you to choose which filter profiles are used in the ticket lists in the portal.</p><p><br></p><p id="isPasted"><span style="font-size: 12pt;"><strong>Show Tickets which have not yet been reviewed for Billing</strong></span></p><p>You can show tickets which have not yet been reviewed for billing via filter profiles. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3YTZlMDA4LTg2NWUtNGRhMy04YWQ3LWNmZDUyN2I5ODQ2ZiJ9.QMCzviOJ_o6gV0q4VzHKgRoubSQucfE35mmcTBt-tqI" class="fr-fic fr-fil fr-dib" width="1086" style="width: 1088px; height: 383.219px;" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 6. Not Yet Reviewed</span></strong><span style="font-size: 10pt;"> </span></p><p><br></p><p>Below is the setting this Review filter works with. It is a setting to require agents to confirm a ticket is reviewed before it goes through to Ready to Invoice. This can be checked on in Configuration > Billing > General Settings. There is also the option to invoice actions on tickets before they are closed, when enabled actions can be invoiced for as soon as they are added to a ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2NTVhYmIyLTRmOGMtNDEyMS05ZjE1LWU5MWRhZWNjNDdmYiJ9.9S4P3dd4QZ9Lr4pnMr2yeQsi0fVNBY1qPu2ZU1QTv1E" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 227.036px;" height="227"></p><p><strong><span style="font-size: 10pt;">Fig 7. Ticket Review Processing Setting</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Dynamic Filter Profiles </span></strong></p><p><span style="font-size: 11pt;">Dynamic filter profiles allow you to set ad-hoc filters from the ticket area, rather than having to configure and save a filter profile to later be selected. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable this ability head to Configuration > Tickets > General Settings > 'Enable Ticket list dynamic filters'. </span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0MDJlZGE4LTI5MGItNDdkNi1hZTYwLTc3ZjM0MTlkM2M1YyJ9.0v69xh4ZOwdVRUh6rqghZxPnAC0k7Sdj911iv0Vjla0" class="fr-fic fr-fil fr-dib" width="962" height="839"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 8. Enable dynamic filter profiles</span></strong></p><p><strong><br></strong></p><p>Once enabled, agents will have an additional option on the ticket list view to add a dynamic filter profile (figure 9). </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4Njk4MDJkLTBmOTYtNGJlNi1iZmI1LThlYjFmOWJiOTVjNSJ9.VyFHVvPXtAjJVWw0O2CBFei5_xpntm-J-3070vk-Q-k" class="fr-fic fr-fil fr-dib" width="1149" height="369"></p><p><strong><span style="font-size: 10pt;">Fig 9. Option to add a dynamic filter profile</span></strong></p><p><br></p><p>When used agents can set how they would like to filter the tickets on the page, choosing a field to filter on, the filter type and the value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MjNiZWZhLTBiNDktNDFmNC1hMjM1LWRmNGRjMjQzODE4NSJ9.1Yd_8WoJOv-SaNriAvnJId5leAXkiJTlklFD1wsnDrs" class="fr-fic fr-fil fr-dib" width="1483" style="width: 1485px; height: 443.215px;" height="443"></p><p><strong><span style="font-size: 10pt;">Fig 10. Dynamic filter profile</span></strong></p><p><br></p><p>To add another set of criteria to filter the page on simply press the '+' icon again and add which criteria to also filter the tickets by. When multiple filters are set these will have an AND relationship, a ticket will need to meet all criteria to be shown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxYmFhNTM0LTEzNzctNDcxMC04YzMwLTg0NDZjOWFjMmRhZiJ9.RKPKQxYv-na37lVZ9h1pEOkni9-DFnpMAUhYRLVVVi8" class="fr-fic fr-fil fr-dib" width="1495" style="width: 1497px; height: 487.828px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 11. Additional filter criteria</span></strong></p><p><br></p><p>Dynamic filter groups allow you to configure multiple filters with both AND and OR criteria, a ticket will only need to meet criteria in one of the groups to be shown. </p><p><br></p><p>To enable this head to Configuration > Tickets > General Settings > enable "Use groups for dynamic filters". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5YWJlNzI5LTMzZjAtNDE3YS1iYmRiLWRkMjE3NjRlZmVlMSJ9.LNa7ccTaydLbYxsq1D_b0BeQW5JSbFVy3j59weMcjtY" class="fr-fic fr-fil fr-dib" width="623" style="width: 625px; height: 430.241px;" height="430"></p><p><strong><span style="font-size: 10pt;">Fig 12. Enable Dynamic Filter Groups</span></strong></p><p><br></p><p>Now when pressing the "+" icon this will add a new group. Another "+" icon will be available within the group to allow you to add criteria for that group.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllMGNlN2RlLWM1MTktNGI0Zi04NGUyLTc1Yjc1ZDUyNGIwNCJ9.u-Yvxf3iL1CQcD3iZ87p-DCMElBJ0PhXfG03shxqZ4U" class="fr-fic fr-fil fr-dib" width="1345" style="width: 1347px; height: 261.068px;" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 13. Dynamic Filter Groups </span></strong></p><p><br></p><p>In the figure 13 example tickets will need to have ITIL type incident AND be in the new status, OR they will need to have priority 1 to show in the list. </p><p><br></p><p>You can add up to 10 filter criteria at once per group, this also applies when not using groups. </p><p><br></p><p>These dynamic filters will be applied in addition to any other filters currently applied to the list, including filters from the ticket area, ticket list and selected filter profile. If you would like to ignore these, select the filter icon as shown in figure 14. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3ZmZmOTJmLTc4YmItNGRjZi05ZGU4LTFmNDA5YjUzMmFiNSJ9.WtbyskBXrg3hz62e09jq3vdup6VxmLdR3AR2RBvmGes" class="fr-fic fr-fil fr-dib" width="827" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 14. Ignore default filters</span></strong></p><p><br></p><p>You can also use the 'X' icon to remove all the current dynamic filters.</p><p><br></p><p>If you would like to copy the dynamic filters, perhaps to another ticket area, or to send to another agent, use the icon highlighted in figure 15. This will copy the filter query that is appended to the URL. </p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMDdmZDU1LWI3NGQtNGQ0Mi1iM2ZiLWY2NTU0NTc2MGIyMCJ9.UTbfMTStejKgq9N4X3CDF3p0AyKI8OiSgK7VsFrVZKU" class="fr-fic fr-fil fr-dib" width="864" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 15. Copy filters </span></strong></p><p><br></p><p>Once copied paste the filter query onto the end of the URL of the page you would like the filters to be applied to. </p><p><br></p><p><br></p>
