<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><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><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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p data-pasted="true"><strong>- Creating Appointments</strong></p><p><strong>- Appointment Creation Screen</strong></p><p><strong>- Appointment System Uses On Actions</strong></p><p><strong>- Internal Appointments</strong></p><p><strong>- Creating a MS Teams Meeting from a Halo Appointment</strong></p><p><br></p><p> </p><p><strong>Admin Guides: </strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1836/" rel="noopener noreferrer" target="_blank"><strong>Appointment Types</strong></a></li><li><strong><a href="https://usehalo.com/haloitsm/guides/1377/" rel="noopener noreferrer" target="_blank">Exchange Calendars</a></strong></li><li><a href="https://usehalo.com/haloitsm/guides/1837/" rel="noopener noreferrer" target="_blank"><strong>Calendars/ Appointments General Settings</strong></a></li></ul><p data-pasted="true"><strong>Related Guides: </strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/880/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Calendars and Appointments<br></strong></a></li></ul><p>Halo provides the ability to have agents create appointments in order for work to be scheduled - these appointments can also be synchronised with your exchange calendar to ensure that you never miss a meeting! </p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Appointments</span></strong></p><p>There are 3 main methods by which appointments can be created in Halo:</p><p><br></p><ul><li style="font-weight: bold;"><strong>Actions</strong></li><li style="font-weight: bold;"><strong>Calendar</strong></li><li style="font-weight: bold;"><strong>Integrations </strong></li></ul><p>For information on how to create appointments using the calendar please see our <a href="https://usehalo.com/haloitsm/guides/880/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Calendars and Appointments</strong></a> guide.</p><p><br></p><p>For information on how an appointment may be created via an integrated tool, see the integration guide for the tool you are integrating. </p><p><a href="https://usehalo.com/haloitsm/guides/880/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong><br></strong></a></p><p><strong><span style="font-size: 12pt;">Creating an Appointment via an Action</span></strong></p><p>The "Create Appointment" action can be used on a ticket to create an appointment, this action is available out of the box. This can also be achieved using an action with the system use "Create Appointment/Task". </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ZjNmYzBiLTVhOTUtNGJhOC1iYzU0LTc0NWM1ZTRiM2Y5ZSJ9.7W3wUphCuHEMQLBbgOjpIlTsYhSz66YofkF8ngPpcnc" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 417.192px;" height="417"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Create an appointment action </span></strong></p><p><br></p><p>When performing an action with this system use, you will be presented with the 'Appointment Creation Screen' where you can set the attendees of the appointment, start/end date, title and appointment type. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxZGM0NzI1LWEzZGEtNDMyMy04YmEzLWVmM2M0MTdjMjVlZCJ9.NWiJyI0JyrFZJ7cQGGs6shoMRlecfS9gNOVhaju6Rvc" class="fr-fic fr-fil fr-dib" width="1552" style="width: 1554px; height: 871.943px;" height="872"></p><p><strong><span style="font-size: 10pt;">Fig 2. Appointment Creation Screen</span></strong></p><p><br></p><p><strong>Appointment Scheduler</strong></p><p>When creating an appointment using an action you will be able to use the scheduler tool to easily check agent's availability without needing to leave the ticket. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjYTQxYjk2LTIxZjUtNDBlNC1hNTNjLTM2ZDBkNWE0YzQzZiJ9.8HHLJpYT3skB3EyTDM0-emYhRdpuCIJAsrZdFttnWEQ" class="fr-fic fr-fil fr-dib" style="width: 959px; height: 613.243px;" width="1260" height="807"></p><p><strong><span style="font-size: 10pt;">Fig 3. Appointment Scheduler</span></strong></p><p><br></p><p>When used you will see the screen shown in Figure 4. This will show agent's appointments for the current day, the grey dotted box represents the proposed time for the current appointment. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ZTU0NDZlLTc1YmYtNDg0Yy1hZmQzLTU1NDU1ZTAxYzJlNyJ9.MrZb2FlQQCFs-0BjWMPlYRe_Swm4VMD3rmP8lsceUgk" class="fr-fic fr-fil fr-dib" width="1922" style="width: 1924px; height: 559.302px;" height="559"></p><p><strong><span style="font-size: 10pt;">Fig 4. Appointment Scheduler </span></strong></p><p><br></p><p>You can filter which agents show based on the team they belong to using the dropdown in the top left, and toggle between days using the "Today", "Previous" and "Next" buttons in the top right. </p><p><br></p><p>From v2.244+ you will also have an "Agent" drop down, from which you can search for the Agent's calendar you would like to view. </p><p><br></p><p>Once you have found an appropriate time on the scheduler select the corresponding cell in the grid, this will highlight in a dotted line. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYTU2NTRhLTViNzctNDEwNC05ODA4LWFjMjAzNGFkYzE5YiJ9.mlumuTnpoK2PVhjHHmfIOTSj3RKWIqkeCjNkbsB69AA" class="fr-fic fr-fil fr-dib" width="1713" style="width: 1715px; height: 224.772px;" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 5. Proposed appointment time </span></strong></p><p><br></p><p>Now just exit the scheduler and the start/end of the appointment will be set to the chosen time. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzOTk1YjM4LTI5MGMtNDhmZi1iNDllLWY5OGZmZjViZmQ0NSJ9.u6M3rPOBeJlbYX-38n2NFpq6rSgyHSCbCpM7Ln-tnXg" class="fr-fic fr-fil fr-dib" width="685" style="width: 687px; height: 667.628px;" height="668"></p><p><strong><span style="font-size: 10pt;">Fig 6. Start and End Time of Appointment taken from Scheduler</span></strong></p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Appointment Creation Screen</strong></span></p><p data-pasted="true">When creating an appointment in Halo, you will need to complete the appointment creation screen. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2NmVlMjRiLWMyYTItNGFjOC1hMDM3LWNiYmM3YWNjNTVhNSJ9.4NknO1rBC83TTnVtStSBnjqXptHTqCq__zoeRiYDfCw" class="fr-fic fr-fil fr-dib" width="507" height="1068"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Appointment Creation Screen</span></strong></p><p><br></p><p data-pasted="true">This is the creation window, you should fill in all the relevant details here:</p><p><br></p><ul><li><strong>Subject - </strong>Enter the subject of the appointment. This appears on the appointment view and describes the content.</li><li><strong>Start/End - </strong>The start/end time of the appointment. The duration of the appointment will be calculated based on this.</li><li><strong>All Day -</strong> The appointment will be added as an 'all day' appointment. Blocking out the agent's calendar for the whole day. </li><li><strong>Private -</strong> When checked, the appointment will be marked as 'private', other agents who can see this agent's appointments will not be able to see the summary and details of the appointment. Only that he agent has an appointment at this time. </li><li><strong>Other Attendees - </strong>Use this field to invite additional agents or users to the appointment. </li><li><strong>Is recurring? - </strong>Allows you to create a recurring series of appointments based on a set schedule. Useful for recurring meetings. </li><li><strong>Agent -</strong> The agent attending the appointment. The appointment will appear in this agent's calendar. </li><li><strong>Appointment Type -</strong> Sets the 'type' of appointment this is. useful for categorisation of appointments. The type will also control what fields are available in the appointment details, what colour the appointment is on the calendar and the status the agent has when this appointment begins. Appointment types can be created/edited under Configuration > Calendars and Appointments > Appointment Types. For a breakdown of the options available when configuring an appointment type checkout the guide here.</li><li><strong>Alert - </strong>Choose how many minutes before the appointment the agent is alerted about the appointment. </li><li><strong>Agent Status -</strong> Choose the status the agent should have when this appointment begins. They will automatically be given this status at the appointment start time.</li><li><strong>Notes - </strong>Add any notes about the appointment here. These will be visible to any agents who have access to your calendar.</li></ul><p>Once an appointment has been created you can use the "complete appointment" action (or any action with the system use "Complete Appointment/ Task") to mark the appointment as completed. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the fields that Show on the New Appointment Screen</span></strong></p><p>You can add/remove the fields "Appointment location", "Appointment status", "Appointment other 1", and "Appointment other 2" here by selecting the associated checkbox(es) found under Configuration > Calendars and Appointments > General Settings, shown in Figure 8.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNGYyMzUyLTBjMzctNDg5ZC1hZTdjLTBlNWI4Y2ZlODk0YSJ9.yhuhDo4SLxQwhCYYH95xQ-Oc_atKprw_DuSorKBft9E" class="fr-fic fr-fil fr-dib" width="1132" style="width: 1134px; height: 620.118px;" height="620"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Showing additional fields </strong></span></p><p><br></p><p>The location field is used to set the location the appointment will take place at, especially useful for on-site appointments. Agents will be able to choose a site or custom location here. If <a href="https://usehalo.com/haloitsm/guides/1198/" target="_blank" rel="noopener noreferrer">Exchange Calendars is integrated</a> with your Halo instance, the location/site chosen here will be synced to the appointment in Outlook too (but only if using the <a href="https://usehalo.com/haloitsm/guides/1198/" target="_blank" rel="noopener noreferrer">Graph API connection</a> method for the integration). </p><p><br></p><p>When the location field is enabled, some additional settings will be available to control the default for this field and which sites/locations will be available to pick here. </p><p>Appointment location type - Controls how agents set the location of an appointment. </p><ul><li>Select from a list of all Sites - Agents will be able to select a site as the appointments location from a list of your existing sites. Additional settings are available to help restrict which sites are available to choose from here. </li><li>Select from customisable lost of location - When chosen, you will be able to create a list of locations for agents to choose from, such as 'On-Site', 'Teams', 'Zoom'. Useful when the possible locations of an appointment does not directly correlate to your sites. Create locations using the "Appointment Locations" button which is available when this option is selected.</li><li>Free Text - The location field will be free text and agents will be able to enter the location themselves rather than choose from a list. </li></ul><p><strong>Default the Location to the Site of the Ticket - </strong>When selected the location of the appointment will automatically be defaulted to the site of the ticket associated with the appointment. This can be overridden on the Appointment. </p><p><strong>Show only Sites that belong to the Customer of the appointment (v2.238+) - </strong>When enabled, the location field will only show sites under the same client/organisation as the ticket selected. Preventing appointments being logged against the incorrect client/organisation, especially useful when multiple clients/organisations have sites with the same name. </p><p><br></p><p>The appointment status field is used to mark the status/state of the appointment. When enabled you will be able to create appointment statuses using the "Appointment Statuses" button. </p><p><br></p><p>The other 1 and 2 fields are single select fields used to store custom data against the appointment, essentially creating a custom field for appointments. Once enabled, these fields can be re-named in the<a href="https://usehalo.com/haloitsm/guides/960" target="_blank" rel="noopener noreferrer"> language pack</a> to reflect what information the field requires. Options available to choose from in each of the fields can be created under the "Appointment Other 1/2" buttons. </p><p><br></p><p><strong><span style="font-size: 12pt;">Recurring Appointments </span></strong></p><p>To make a recurring appointment you will need to check the "Is recurring?" checkbox in the appointment creation screen. Once selected, click the "schedule" button to set when the appointments are created. </p><p><br></p><p data-pasted="true"><strong>Site - </strong>The Customer and Site the Appointment is associated with.</p><p><strong>Start Date - </strong>Start date of the schedule. Dependant on the schedule configuration, this may not necessarily be the first Appointment date.</p><p><strong>Range of recurrence - </strong>Configures how the schedule is worked out. </p><p><strong>Recurrence pattern - </strong>How often the Appointment will be.</p><p><br></p><p data-pasted="true">A calendar view underneath will then show each of the planned Appointment creations in blue. In this example, the Appointment will be created for 10am, commencing on the first 5 weekdays following the 24th. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMGJiMDJiLTQ4YmEtNGIyZi05MjQ4LTlmYTQ2NzczNDYwYSJ9.-VfvrUQcaZjukwCqY-NxTAtuG3W88u8jFFO8c2-AfcA" class="fr-fic fr-fil fr-dib" width="1177" style="width: 1179px; height: 560.181px;" height="560"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Appointment Schedule </span></strong></p><p><br></p><p>Once a recurring appointment is saved this will create a 'Recurring Master Appointment' and each of the appointments in the series. Appointments will only generate and appear in the calendar a few weeks in advance to prevent infinite appointments being created for a series that has no end. </p><p><br></p><p>The Recurring Master appointment acts as the source of truth for subsequent appointments to be generated from, determining the details and generation schedule for the appointments in this series. </p><p><br></p><p>Once created a master appointment cannot be edited, it can only be deleted to prevent further appointments being generated. </p><p><br></p><p>Master appointments will only show in the calendar when the calendar is filtered to only show master recurring appointments, as shown in Figure 10. When this filter is applied no other appointments will show, only recurring master appointments. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxMTE4OWM2LTc0MzEtNDM0My1iZmI5LWRiMjVjNjAxMzA2YiJ9.isull1C2OY9FkGn24yGNdoVujJF4nR3fqGMmO9SFhtY" class="fr-fic fr-fil fr-dib" width="1737" style="width: 1739px; height: 877.949px;" height="878"></p><p><strong><span style="font-size: 10pt;">Fig 10. Calendar showing only recurring master appointments</span></strong></p><p><br></p><p>From v2.248 a link to the master appointment will be available against each appointment in it's series, to allow you to see where this appointment has been generated from. </p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;" data-pasted="true"><span style="box-sizing: inherit; font-size: 14pt;"><strong style="box-sizing: inherit; font-weight: 700;">Appointment System Uses On Actions</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">You can create your own actions to manage appointments, we have various <a href="https://www.usehalo.com/guides/1943" target="_blank" rel="noopener noreferrer">action system uses</a> to support this. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiYmNmMmVmLWM2NTgtNGZkMC1hOTkxLTMwYzc3YjUyOWYyMyJ9.nwkXeKaO4-8mUqeUTdiK8lmFaxzdLPJ8XJqLUn4MAEo" width="1106" height="574" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1108px; height: 574.064px; max-width: none !important;" class="fr-fil fr-dib"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 11. </strong><strong style="box-sizing: inherit; font-weight: 700;">System Use for an action (Configuration > Tickets > Actions)</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">The first option is to create an appointment, this will create the appointments and give you the appointment creation screen, there is no configurable field list.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">The next is "Complete Appointment/ Task" This option will allow you to complete the appointments, it only completes one appointment at a time. You can edit the appointment details (top right hand side of appointment screen) before clicking completing the appointment.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">As shown below, you can also decide what time logged is used when you complete an appointment, choose between the action duration or the appointment duration. This is configurable on the Action when you choose this system use.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3MGMyNmY5LTY2YzQtNGZiMC05M2VjLWU4ZWFjNzA4ZDk3ZiJ9.6oKy2rNRgnDMxhqbpZxOhDE5wnCbA9OowVbI2VDday4" width="1175" height="609" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1177px; height: 609.191px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 12. Default Option For The Completion Duration</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">After clicking on "Complete Appointment" from the action screen of "Complete Appointment/ Task" action that we have configured. The options on the field list you have configured will be available to edit.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">Another system use on an action is "Delete My Appointments" this will delete the appointments where the appointment agent I the same agent that is performing the "delete appointments" action. You can configure a field list for this action, for example I have added "Agent Signature"</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1ZmJiNDY5LTQ5OTgtNGE1OC1hYzUxLWI1ODRhODI3NjU0OCJ9.iPsP-A0rHpr0oXKhl_ZzfwaE5N7MKrHZZ-Ybqy095Ag" width="994" height="677" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 996px; height: 677.47px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 13. System Use: "Delete My Appointments" on an Action</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Internal<strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; 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;" data-pasted="true"><span style="box-sizing: inherit; font-size: 14pt;"> </span></strong>Appointments</span></strong></p><p>You can use an appointment type to create internal appointments. These are appointments that are intended only for your agents to use, and will not send invites to other users.</p><p><br></p><p>Within Configuration > Appointments > Appointment Types, create an appointment type for internal use, and enable the highlighted setting.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmN2Q3NWFhLWY4YTktNGQ5ZC04YzA1LTE3MGMyNTEwYzRkNyJ9.cVTf6AUpct_wUENMygTow4PLmQt-zNCTa7ngvefHowM" class="fr-fic fr-fil fr-dib" width="536" height="657"></p><p><strong><span style="font-size: 10pt;">Fig 14. Hide Other Attendees field</span></strong></p><p><br></p><p>When creating an appointment of this type, the "Other Attendees" field will be hidden to prevent being filled in manually.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MmM0YTljLTg5NzEtNDBhZi05MDc0LTU1YzY1YjIzZTdmZiJ9.R-PbEIepoKEOjQqfBjBLIRyV7lSUckHPfyfCjrGa9N8" class="fr-fic fr-fil fr-dib" width="580" height="718"></p><p><strong><span style="font-size: 10pt;">Fig 15. Hidden field when creating the appointment</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Creating a MS Teams Meeting from a Halo Appointment</span></strong></p><p>In order to have appointments created in Halo also create MS Teams meetings, you will first need to connect your exchange calendar(s) using the <a href="https://usehalo.com/haloitsm/guides/1198" rel="noopener noreferrer" target="_blank">Microsoft Graph API connection method</a> - this will require the creation of an Azure application (if you are unsure about the steps required to configure an Azure application, please reach out to your Implementations Consultant or our support channel).</p><p><br></p><p>Once you have connected your Exchange Calendar, you will want to ensure that you have at least one appointment type that is configured to send a MS Teams meeting (Figure 16) Appointment Types can be configured via heading to Configuration > Calendars & Appointments > Appointment Types.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMzJmZmYzLTJkYzUtNDIwZi05MzIzLTY3MjI5MzczODdhYSJ9.nwE36-hUn9xsoCPMNK3eoJF7FeEtHf_41Z1dC6LI9O0" width="985" style="width: 987px; height: 517.092px;" height="517" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Appointment Type configuration</span></strong></p><p><br></p><p>Finally, you will want to ensure that you select the appropriate appointment type when creating appointments in Halo.</p><p><br></p><p>The order the appointment types show in this dropdown can be determined by the "Sequence" field on each appointment type. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyMmExMTBhLWZkNTktNGFjYi1iODdkLTY1YTNjYzA2MmZlNyJ9.ZdpmT2ml_Dh1ppl-SZl7CqCBUhU1QSgpRH1eqiqkcSo" width="379" height="664" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Appointment type selection, found on the Appointment Creation Screen</span></strong></p><p><br></p><p>If you create an appointment where the start date is in the past or if the appointment is out with the agents working hours, you will get the following warnings when creating the appointment:</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0ZGFlOWZjLTdkMjctNGQ2Ny1hOThmLThhY2IzOTBlZTg2YiJ9.GceViq1BaRsDEiU-8-EkoFjs9Lgw0bGW90jyNkznGBg" width="937" height="116" class="fr-fic fr-dii"></strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 10pt;">Fig 18. Appointment Creation Warnings</span></strong></p><p><br></p><p>You will also be notified of errors if your exchange calendar is set up incorrectly</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhNGJhNTkwLTdiMjEtNDgzYS04NzA3LWYyZGNmYzUyOGUyNyJ9.GvqAWIX0iA_or4BaX6pjfb0PaxErQKBIoyhcFbki82M" width="996" style="width: 998px; height: 108.929px;" height="109" class="fr-fic fr-dii"></strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 10pt;">Fig 19.</span></strong><strong><span style="font-size: 10pt;"> Exchange Calendar Error Using The Graph API Method</span></strong></p>
