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</style><p id="isPasted"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><strong><span style="font-size: 11pt;">- Setting a System Use</span></strong></p><p><strong><span style="font-size: 11pt;">- System Uses and their Functions</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guide:</strong></span></p><ul><li style="font-weight: bold;"><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></span></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Setting a System Use</span></strong></p><p><span style="font-size: 11pt;">System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlZjQ5MmQ1LTM5NTQtNGYxOC04NTg3LWZjZTYwZDViMDI5NyJ9.tTfAk7Frf5EHyYOnJ4SFX6b7D4ClZQvqLmgaH6WqfxU" width="357" height="419" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. System Use dropdown</span></strong></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 14pt;"><strong>Email Agent</strong></span></p><p><span style="font-size: 11pt;">When selected, this system use will email the agent assigned on the ticket. Make sure to add the "Note", "Time Taken" and "Status" in the "Field List" tab of the action, and set "Send an Email" in the "Defaults" tab to "Yes".</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExNjhkNmY5LTMwNTAtNDVmMy1hMDg5LTI4ZTMzMzBjMzZmYiJ9.vt55itRaNsi4E3NUrIkSy8flRtiQkmGfPj0_9WG-HGY" width="759" style="width: 761px; height: 265.684px;" height="266" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Action Field List</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkN2YxZTM4LWI2NTMtNGEzNi04NzY2LTY1OTkwZDI4NTJjMSJ9.9KnqWjMyLowvplH1jwQirCIlH8gz7Bd7z0zPLLOQRO4" width="514" height="250" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 3. Send an Email set to Yes</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Child Ticket</strong></span></p><p>When selected, an option of either creating a specific ticket type or template will need to be selected. The ticket type can be pre-set, a popup showing options, or inherited from the ticket. The template can also be pre-set, or chosen when completing the action.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p>When using on a ticket, it will bring up a sidebar for the new ticket creation screen.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p><span style="font-size: 11pt;">Child is a way of saying that the ticket you created from is the parent ticket, and it can have child tickets under it. You may be setting up a new laptop for a user so the use case could be setting the "Software Instalment" procedure of getting a new laptop, being a child ticket of the main Parent ticket "New Laptop". Creating a Parent Ticket will be the opposite, so the ticket you create the parent from will then become the child of the new ticket. </span></p><p><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="font-size: 11pt;">The settings tab of the ticket type will also have many settings related to child tickets, such as:</span></p><p><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><ol><li style="font-size: 11pt;">When Actions are added to a Parent Ticket by an Agent, also add to all Child Tickets</li><li style="font-size: 11pt;">Parent Status after all Child Tickets are closed</li><li style="font-size: 11pt;">Automatically change the Parent Status after all Child Tickets are closed</li><li style="font-size: 11pt;">Add updates from Users to Child Tickets</li><li style="font-size: 11pt;">Show active statuses on the Child Kanban</li><li style="font-size: 11pt;">One the above setting is turned off, you can multi-select "Statuses to show on Child Kanban View"</li></ol><p><span style="font-size: 11pt;">Useful options on the Action:</span></p><p><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><ol><li style="font-size: 11pt;">Ticket Type (Can set to inherit the ticket type of original ticket)</li><li style="font-size: 11pt;">Default summary on new Ticket is summary of source Ticket</li><li style="font-size: 11pt;">Default details on new Ticket is details of source Ticket</li><li style="font-size: 11pt;">Allow Users to use this action</li><li style="font-size: 11pt;">Add a To-Do list from a Template</li><li style="font-size: 11pt;">Visibility on Child Tickets (Actions visibility)</li></ol><p><span style="font-size: 11pt;">The use case of a child ticket may be for some kind of pre-sales check, maybe a child ticket is used to spin off a software install on a </span></p><p><span style="font-size: 11pt;">laptop.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p><span style="font-size: 14pt;"><strong>Create Parent Ticket</strong></span></p><p><span style="font-size: 11pt;">When selected, an option of either creating a specific ticket type or template will need to be selected. The ticket type can be pre-set, a popup showing options, or inherited from the ticket. The template can also be pre-set, or chosen when completing the action.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, it will bring up a sidebar for the new ticket creation screen.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p><span style="font-size: 14pt;"><strong>Create Related Ticket</strong></span></p><p><span style="font-size: 11pt;">When selected, an option of either creating a specific ticket type or template will need to be selected. The ticket type can be pre-set, a popup showing options, or inherited from the ticket. The template can also be pre-set, or chosen when completing the action.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, it will bring up a sidebar for the new ticket creation screen.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The following option is available when configuring this action.</span></p><p><span style="font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhYWYwOTM2LTIwNWEtNDcxYy04NGY0LTg4YzYzNjk5NTg5NCJ9.M42HD12s9KxEUthVjv7BfZlnKlqcoUxYVmhAG1Eyx-A" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Copy attachments to new Ticket<br style="box-sizing: inherit;"></strong></span></p><p><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><span style="font-size: 11pt;">This will add all attachments of the current ticket to the new ticket.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p><span style="font-size: 14pt;"><strong>Create Opportunity</strong></span></p><p><span style="font-size: 11pt;">When selected, an option of either creating a specific ticket type or template will need to be selected. The ticket type can be pre-set, a popup showing options, or inherited from the ticket. The template can also be pre-set, or chosen when completing the action.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, it will bring up a sidebar for the new ticket creation screen.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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></p><p><span style="font-size: 14pt;"><strong>Create Appointment/Task</strong></span></p><p><span style="font-size: 11pt;">When using on a ticket, a sidebar will show to create either an appointment or a task. The subject of the event will pre-fill from the summary of the ticket, but this can be manually changed. It will also link the ticket to the event upon creation, and the end-user of the ticket will have their email pre-populated in the "Other Attendees" field.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For more information: "<a href="https://usehalo.com/haloitsm/guides/1939/" target="_blank" rel="noopener noreferrer"><strong>Appointments</strong></a>".</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNzI2ODc3LTUzNDktNGVkYy1hNDEwLWY4ZjcxNDk0NmYzOSJ9.hlh9xxiQLoyLRRsHyRSM21bFmnf10oRxOVgXfTrDltE" width="990" style="width: 992px; height: 483.574px;" height="484" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Create Appointment/Task system use</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Complete Appointment/Task</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the default completion status and default completion duration can be set in dropdowns underneath.</span></p><p><br></p><p><span style="font-size: 11pt;">The action button will only show on a ticket after an appointment/task has been created, and upon selection will show a sidebar to mark as complete.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Complete all Appointments/Tasks</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the default completion status and default completion duration can be set in dropdowns underneath.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, an action will show in preview to save all as complete. If no note fields, etc. are needed, this can be used as a Quick Action.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Add note to Child Ticket(s)</strong></span></p><p><span style="font-size: 11pt;">Upon selection, "Child Status After Action" can be set if the status is wishing to be changed, or set to not change. The "Child Action visibility" can then also be set to whether the note should be visible to the end-user or not.</span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, this system use will not be available.</strong></em></span><strong><em><br></em></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The "Note" field will be needed to be added to the "Field List" of the action. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, a note can be typed and the action will show on the parent, and be added to the child, with a hyperlinked ticket ID showing where it came from/went to.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYjNmODU3LTI2MWMtNDljNC1iZjI5LWZlYWUyYjdmZmUxYSJ9.ys-u4fq_Csfbaht1DQhG8ZKshdwzo3WWMwW0Yrpp01A" width="991" style="width: 993px; height: 485.34px;" height="485" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 6. Add note to Child Ticket(s) system use</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Email Child Ticket(s)</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Email template for Child email" and "Child Status After Action" can be selected. The "Note" field should be added onto the "Field List" of the action.</span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, this system use will not be available.</strong></em></span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, an email will be sent to the end-user of both the parent and child tickets.</span></p><p><span style="font-size: 11pt;"> </span></p><p><span style="font-size: 14pt;"><strong>Add note to Parent Ticket</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Parent Status After Action", "Add attachments to Parent Ticket", and "Parent Action visibility" fields will show. Here it can be set if the status should be changed, whether attachments should be added to the parent, and whether the action is private.</span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, this system use will not be available.</strong></em></span><strong><em><br></em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using on a ticket, a note will be added on both the parent and child ticket with a hyperlinked ticket ID between them.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Update Original Ticket</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Parent Action visibility" and "Status After Action" will appear.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This is used to add a note on a related ticket. This differs slightly from the "Add note to related ticket" system use which will update multiple if many-to-many relationships are used, whereas "Update Original Ticket" will only add the note to the first one.</span></p><p><br></p><p><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, this system use will not be available.</strong></em></span><strong><em><br></em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Quotation</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Status After Action" can be set if a change in status is wanted.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Upon use on a ticket, the new quotation screen will appear.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Sales Order</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Status After Action" can be set if a change in status is wanted.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Upon use on a ticket, the new sales order screen will appear.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Purchase Order</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Status After Action" can be set if a change in status is wanted.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Upon use on a ticket, the new purchase order screen will appear.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Invoice</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Status After Action" can be set if a change in status is wanted.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Upon use on a ticket, the new invoice screen will appear.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Re-assign</strong></span></p><p><span style="font-size: 11pt;">Upon selection, the "Status After Action" can be set if a change in status is wanted. Additionally, actions with this system use will be hidden from agents who do not have permission to reassign.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The "Re-assign" field should be added to the action's field list, and "Note", "Time Taken" and "Charge Type" are also beneficial to add.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Enabling "Allow this action to be used even when Ticket/Project is locked" will allow this action to be used even if locked by either a creation rule, or milestones.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Log to Supplier</strong></span></p><p><span style="font-size: 11pt;">Ensure the "Suppliers" module is enabled. You can check by hovering over the module in Configuration > Optional Features, and ensuring a "cross" (X) icon shows instead of a "plus" (+). If it shows a plus, click this to enable the module.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiNzQzN2Q0LWY5YzQtNGMxNi1hYWNhLThhNWM1ZjFmN2NiOCJ9.FkeEZT6NNqDWd2VOIJ5wMw49vmb6NhRdLI87yG36frs" width="125" height="124" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Enabled Supplier module</span></strong></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;" id="isPasted"><span style="box-sizing: inherit; font-size: 11pt;">You will then see a pre-configured action with this system use within your action list. This action can be used to log a ticket to a different Halo instance if needed, but can be used to contact your suppliers by email as normal as well. <strong><em>Note: Any action with this system use can only be used once per ticket</em></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;"><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></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;"><span style="box-sizing: inherit; font-size: 11pt;">For more information, read the "<a href="https://usehalo.com/haloitsm/guides/2101/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto;"><strong>Suppliers in Halo</strong></a>" guide or the "<a href="https://usehalo.com/haloitsm/guides/1663/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto;"><strong>Sending Requests Across 2 Instances</strong></a>".</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Email Supplier</strong></span></p><p><span style="font-size: 11pt;">This action is used to email the supplier associated with a ticket. An action using the "Log to Supplier" system must be used before an action with this system use will be available.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Supplier Response</strong></span></p><p><span style="font-size: 11pt;">This can be used to email the supplier when set to send an email. It will set the Supplier SLA response and <span style="font-size: 11pt;" id="isPasted">change the Ticket status to what the Action is set to.</span></span></p><p id="isPasted"><span style="font-size: 11pt;">An action using the "Log to Supplier" system must be used before an action with this system use will be available.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Supplier Fixed</strong></span></p><p><span style="font-size: 11pt;">This can be used to email the supplier when set to send an email. It will set the Supplier SLA resolution and change the Ticket status to what the Action is set to. </span></p><p id="isPasted"><span style="font-size: 11pt;">An action using the "Log to Supplier" system must be used before an action with this system use will be available.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Supplier Recall</strong></span></p><p><span style="font-size: 11pt;">This can be used to email the supplier when set to send an email. It will set the Supplier SLA response/resolution and <span style="font-size: 11pt;" id="isPasted">change the Ticket status to what the Action is set to.</span></span></p><p id="isPasted"><span style="font-size: 11pt;">An action using the "Log to Supplier" system must be used before an action with this system use will be available.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Bug/Issue/Work Item</strong></span></p><p><span style="font-size: 11pt;">This creates a ticket in Jira/Azure DevOps if those integrations are connected.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For more information on linking other ticketing systems: "<a href="https://usehalo.com/haloitsm/guides/1542/" target="_blank" rel="noopener noreferrer"><strong>ServiceNow Integration</strong></a>", "<a href="https://usehalo.com/haloitsm/guides/1892/" target="_blank" rel="noopener noreferrer"><strong>Jira Service Management Integration</strong></a>" and "<a href="https://usehalo.com/haloitsm/guides/1087/" target="_blank" rel="noopener noreferrer"><strong>Azure DevOps Integration</strong></a>".</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Remote Session Invitation</strong></span></p><p><span style="font-size: 11pt;">This sends an email with the "Remote Support Invitation" email template. The links etc. for the variables on this template are configured in Configuration > Remote Support > General Settings.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When integrating with other software, the guides for these will also include built in system uses.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwZjA2NjNjLWY0ZGMtNGFkNC1iZWM1LTA2YjhhNjEwMDhlZiJ9.F7v1Td7gaax7biah9VPExeKjdfXNsKHSrzVWFuL8oAQ" style="width: 989px; height: 476.871px;" width="987" height="477" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Example system uses from remote integrations</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create Knowledge Base Article</strong></span></p><p><span style="font-size: 11pt;">When using this system use, the "New Article" screen will show to create a new knowledge base article. It is recommended to set this as a "Quick Action" to go straight to this screen without saving.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Link To Knowledge Base Article</strong></span></p><p><span style="font-size: 11pt;">When using this system use, the "Link to a KB Article" screen will show to choose one from the list. It is recommended to set this as a "Quick Action" to go straight to this screen without saving.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMWQ2NDExLTk0ZTAtNDkyNC04M2E2LTM2ZDZkOGUzZDNkMSJ9.y3XqQ8RCavUQ9JIIeVmaYXnspl-URHMhrix0GrIPjJE" style="width: 996px; height: 389.021px;" width="994" height="389" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Link to a Knowledge Base Article system use</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Cancel Approval Process</strong></span></p><p><span style="font-size: 11pt;">If an approval process is being carried out on the ticket, this system use will cancel and remove it from the ticket. It is recommended to set this as a "Quick Action".</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Start Journey/</strong><strong>Arrive on Site/</strong><strong>Leave Site/</strong><strong>End Journey</strong></span></p><p><span style="font-size: 11pt;">For a detailed explanation of journeys and on-site system uses, please have a look at this guide on "<a href="https://usehalo.com/halopsa/guides/2180" target="_blank" rel="noopener noreferrer"><strong>Journeys</strong></a>".</span></p><p><br></p><p><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, the "Start Journey" system use will not be available.</strong></em></span><strong><em><br></em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Email Quotation</strong></span></p><p><span style="font-size: 11pt;">If there is a quote attached to the ticket (done by raising a quote via an action on the ticket, or manually adding the ticket link to the quote), the quote can be emailed to the end-user of the ticket. The action will only become available after a quote has been associated with the ticket.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxMDE4NmJhLTI5NTQtNDZjZC1hYTdlLWYzNTlmYTkyMzlhMyJ9.cHk_-3zbtAAAcriKBqADJIRyEKcihrvfHYZjIZ_AEqc" style="width: 989px; height: 275.623px;" width="987" height="276" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 10. Ticket ID on a quotation</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The quote will be sent out with the email template set within the "Print Options". The default refers to the "Quotation Message" email template (ID: 92).</span></p><p><br></p><p><span style="font-size: 11pt;">The option "Attach quotation PDF when sending email" in Configuration > Quotations > General Settings will be followed when using this System Use. If disabled, the PDF will not be added whether sending from the Quotation directly, or through this System Use.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYzE1MWQxLWEyMzAtNGRlYy04M2E2LTIxODQxM2UxYWEzOSJ9.6srrYRFRNLjC4XJptgD7CNpnon1GfPnVtkZINlndtrg" width="987" style="width: 989px; height: 304.211px;" height="304" class="fr-fic fr-dii"></span><span style="font-size: 10pt;"><strong>Fig 11. PDF Template on a quotation.</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you would rather append the email with the action note you have written (make sure the note field has been added to the email quote action), you can add this dollar variable to the email template. Now whatever is entered into the action note, will pull to the top of the email template.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; 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;"></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmYWU0M2VhLWM1YzgtNDZiMi05NjJlLTMwODUyYzc2YTE0OSJ9.-_1AmTMNFuzqaBRiIpGkfZbcLnzktiAKiCETtj-gL4Y" width="547" height="722" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;">Fig 12. Adding the action variable into the Email Template</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Email Accepted Approvers</strong></span></p><p><span style="font-size: 11pt;">Set "Send an Email" to "Yes" from within the "Defaults" tab. The approval process on the ticket must have more than one approver and the approval must have been triggered.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using the action, the accepted approvers will have their email address populated on the action creation screen, and you can see the emails by enabling the checkbox "Show Email Fields" from within the "Details" tab of the action.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Email All Approvers</strong></span></p><p><span style="font-size: 11pt;">Set "Send an Email" to "Yes" from within the "Defaults" tab. The approval must have been triggered.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When using the action, the accepted approvers will have their email address populated on the action creation screen, and you can see the emails by enabling the checkbox "Show Email Fields" from within the "Details" tab of the action.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Open URL</strong></span></p><p><span style="font-size: 11pt;">The action must be configured to be a "Quick Action", and will open a pre-configured URL. </span></p><p><br></p><p><span style="font-size: 11pt;">Actions with this system use can also be made available for use to users.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><em><strong>Note: Make sure your browser allows popups from your Halo URL.</strong></em></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYWE4OWEyLTk0MDAtNDVlNS04NjA5LWViNGMxMmZiYWRlZSJ9.xQm7xktZ-3Rss1qW8IEZHHp5kZcqb-wbf9X0sEMyPDU" width="316" height="262" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Open URL system use</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Publish Article</strong></span></p><p><span style="font-size: 11pt;">This is the follow on for when article drafts are created with tickets, and will publish the draft created on the ticket.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Send Webhook/Queue Integration Runbook</strong></span></p><p><span style="font-size: 11pt;">This system use can trigger runbooks with the correct start access.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNTAyMTk1LWMyNzYtNGVkZi05ZWY1LWVlMzAwZGE2NmYwNCJ9.3KdqLeqXV_Ibn-B_a0Es88iIeZ1P4vTs862ttncopJw" width="991" style="width: 993px; height: 414.384px;" height="414" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 14. Runbook access</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The event trigger is not required if triggering a runbook off of an action. Once you have created the runbook and it is working correctly, you can trigger it off of any action in the system.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can set this action to trigger a webhook (found in Configuration > Integrations > Webhooks), this will allow you to make a POST or a GET to the specified payloadurl of the webhook.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Consign Items</strong></span></p><p><span style="font-size: 11pt;">Consignment refers to delivering the product to the correct place. There may be products in stock that you would like to issue and consign without having to go through the standard sales processes.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If products have been added to a ticket via the "Issue Products" button found in the ellipse on the far right of the ticket screen...</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1OTY4NjBmLTBiYzgtNDAyYy04MTE2LTdhMjY4MDdhYzRjZCJ9.G-ciphcaFdZ9Kes1D8-goYB8F7VagIMZqb99o1Z0HPc" width="292" height="476" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Issue Product system use<br></span></strong></p><p><br></p><p><span style="font-size: 11pt;">If the products have the checkbox "Consignable" turned on at product level...</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNjE1NDZiLWFiZjgtNDdmNC04NWI2LTkyN2RjYWU1OWU2MiJ9.t_LVq_pher5M5VHF05qoPND3JTv1yJeTD4msH0d69RM" width="462" height="210" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 16. Setting a product as consignable</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When viewing the Products tab of the ticket (visible if product have been issued on the ticket), you will notice the option "Consign Items". This consignment can also be done via an action by using the system use. After having the products issued on the ticket and setting up the consignment action, you can use the action and the choice of consignment can be made (based on the products that have been issued). There must be items in stock (stock can be added by clicking into a Product from the product list and then using the receive stock button found at the top of the product page.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: The consignment of products on sales orders or purchase orders is not possible when using this action system use, even if the ticket has been linked to the orders. The consignment system use is for products added to tickets on an ad-hoc basis.</em></strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Generate Report</strong></span></p><p><span style="font-size: 11pt;">The actions can also accommodate report generation, when enabled you will have the dropdown to select a report to run.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxMDMzNjU3LWQ0MDAtNDdlZC05ODA2LWNiODI4YTNlMzZiMCJ9.L5NKqG0-go5BTiXmjWUY2Z3fWndQo4WcFchgXwAK3RI" width="227" height="222" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Generate Report system use</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">After configuring the action, the new action screen on the ticket will look like this below.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3YTA1N2U2LTYxMmMtNDI1MS05MTc4LTYxOWQ3Mzc3ZGRiYyJ9.tD9QzCN4eWu0s-dkEmRIyDr70PQT16S3lK0f7d1dGms" width="934" height="430" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Sending report</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Then click save on the action and it will generate.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Create a new Asset</strong></span></p><p><span style="font-size: 11pt;">When in use you can create a new asset from a ticket via a side bar asset creation screen.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwNTYwNmI5LThhZmEtNDU2NS1iYTY0LWFiZGU2YzFlZWI2MyJ9.NZ6uiLsIKEEkXiDvH77Ionuk2iIGOj7gQBgPnOI437g" width="641" height="812" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. New asset sidebar</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If this is set to a "Quick Action", it will automatically create the asset using the default type set on the action.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Link to another Ticket</strong></span></p><p><span style="font-size: 11pt;">Linking to another ticket can be achieved with this system use.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If another ticket is linked after the original, it will replace the previous ticket. Linked tickets will be parent tickets of the current and will be hyperlinked from within the "Details" tab.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNjMwNTM1LTUwMjItNDExZS05MWU5LTYwYmM2Zjg4OTBkNiJ9.LOF2LIdu6-NLLv7wKK9OlQwim5qmnAn0l7StevfiJb8" width="283" height="263" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 20. Parent ID on a ticket</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Issue Products</strong></span></p><p><span style="font-size: 11pt;">The same way you can issue products by using the ellipse on the ticket screen, you can also do this via an action with this system use. Any notes added to the action will appear on a separate action.</span></p><p><br></p><p><span style="font-size: 11pt;">You can choose whether a specific product is issued with this action, or if one is selected from the list.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmZTkxMzljLTRlMzItNDE3Ni04NjRhLWQzZjg0NzRkOTNjYSJ9.0JjUN1NRZs8i43Gs498fMXXlD2rOfoQyc6ocEmOAFJU" class="fr-fic fr-fil fr-dib" width="343" height="273"></span><strong><span style="font-size: 10pt;">Fig 21. Selecting a product</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Execute an Integration Method</strong></span></p><p><span style="font-size: 11pt;">A pre-configured custom integration method can be triggered using this system use.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Reclose</strong></span></p><p><span style="font-size: 11pt;">When used this will reclose a ticket that has already been closed (the action configured with this system use is only available when the ticket has been closed previously). The use case of having it reclose instead of just using another close action, is that the reclose will set the closure time of the ticket set to the date and time it was initially closed.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Delete my appointments</strong></span></p><p><span style="font-size: 11pt;">This will delete the agent's appointments on the ticket.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Delete all Appointments/Task (ignores completed)</strong></span></p><p><span style="font-size: 11pt;">This will delete the tasks and appointments on the ticket.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Add note to Related Ticket</strong></span></p><p><span style="font-size: 11pt;">The "Note" field should be added to this action, and whatever is entered there when using the action will also show on related tickets, dependant on the relationship set in Configuration > Tickets > General Settings.</span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: If the "Add to Parent Ticket" checkbox is enabled, this system use will not be available.</strong></em></span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Email Unresponded Approvers</strong></span></p><p><span style="font-size: 11pt;">Enable "Send an Email" in the "Defaults" tab. When using the action, it will populate the email addresses of the unresponded approvers.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Renew Supplier Agreement</strong></span></p><p><span style="font-size: 11pt;">Ensure the "Supplier" field is added to the ticket type, and a supplier agreement is linked to it. The action will create a new agreement for that supplier starting from the .</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZmIzZWQyLTc5NWMtNGNlMS1iNmViLWJhMTk1ODgyMDBkMSJ9.htYv-6dczgJwO68owqEmL7p920UVk6RXBXdU844Rjhk" width="773" height="124" class="fr-fic fr-dii"></span></p><p><br></p><p><br></p><p><strong>Fig 22. Renewed supplier agreement</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Add CRM Note</strong></span></p><p><span style="font-size: 11pt;">When using this system use, a "Satisfaction Level" and "Next Call Date" will be automatically added. It is also recommended to add a "Note" field to the field list so your own additional text can be added to the CRM note.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5ZThkYjNmLWRkZTktNDNhYi1iMmQ4LTE2MWRjM2YzNzIzZCJ9.QQc5aq2y0e-rqa0q9M6wQgpfTAkqatCyrQqGkJbh5c8" width="979" height="470" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 23. Add CRM Note system use</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Save as a new Template</strong></span></p><p><span style="font-size: 11pt;">It is recommended to configure this as a "Quick Action". It will create a ticket template named with the summary of the ticket it is used on. The action will also show a template number, which corresponds to the ID of the template. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzMWUwMDQwLTk3NzItNDZlYy1hYTIxLWQyOGY0NDZiYWM1OCJ9.t8lPD8lJ2J_hpfN0sbOmg1Jv7ycOz16VOk7VTfXmUNY" width="970" height="188" class="fr-fic fr-dii"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 24. Save as a new Template system use</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Bulk email primary Service subscribers</strong></span></p><p><span style="font-size: 11pt;">This will email any user subscribed to the primary service associated with the ticket, as well as the end-user. The primary service is associated via the "Primary Service" field added to the ticket type.</span></p><p><br></p><p><span style="font-size: 11pt;">The action also needs to be configured for "Send an Email" to be "Yes".</span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Receive stock on Purchase Orders linked to the Ticket</strong></span></p><p data-pasted="true">This action will show all Purchase Order lines associated with the ticket that need ordering. You can serialize, select stock locations and change quantities as you normally would on a Purchase Order.</p><p><br></p><p>This also supports delivering stock directly to the end user. This functions the same way as consigning on the Purchase Order itself.</p><p data-pasted="true"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2OTAzYjQ4LWIxOGYtNDk5YS04NjA5LTRkN2VkNWMwODc3ZSJ9.wM_cXfajzwkwCggwT39ldNSRyVbFtme8GTfhSA-htwI" class="fr-fic fr-fil fr-dib" width="859" style="width: 861px; height: 333.034px;" height="333"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 25. Receive stock action</strong></span></p><p><br></p><p data-pasted="true">Once you click "Save" on your action, you will be able to deliver items or receive stock accordingly. If the products being delivered to the user are serialised, once the quantity has been set a new modal window will show allowing you to set the serialisation fields.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5ODYxZGNiLWZiOTQtNGYxNi1hNTAyLWQyMWIyMjM1Y2M2OSJ9.DYve-OQ_F4DVKOoQlUMS5sEgEXccffaauaU98oVyYrI" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 139.734px;" height="140"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 26. Receiving stock</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Forward</span></strong></p><p>This will forward the email chain to another recipient, and will set the action to be hidden from the end-user. The action will additionally be excluded from email threading. This is useful for sending information to other member of your internal company.</p><p><br></p><p>Configure the action for "Send an Email" to be "Yes", and it is recommended to add a "Note" field for any additional information.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkNTQ2NGRmLWUzYmItNDgzMS04NTBkLWExNzAwYjcxNTkwYSJ9.yKLPaxl4cA4qrlovoiL_tbGTo064hM_Foy-zPGEuf4o" class="fr-fic fr-fil fr-dib" width="765" height="722"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 26. Forward action</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Bulk email distribution list</strong></span></p><p><span style="font-size: 11pt;"><em><strong>Note: May be called "Segments" in some instances.</strong></em></span></p><p><span style="font-size: 11pt;">This will email any user within a distribution list, as well as the end-user. The "Distribution List" field should be added to the field list alongside the "Note" field. A default distribution list can be selected in the "Default Distribution List" dropdown in the "Defaults" tab, and this will be the one that shows in the dropdown unless manually changed by an agent.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The action also needs to be configured for "Send an Email" to be "Yes".</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Start an Azure Runbook</strong></span></p><p><span style="font-size: 11pt;">Upon selection, you can choose which Azure runbook you would like this action to trigger when used on a ticket.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Call on Microsoft Teams</strong></span></p><p><span style="font-size: 11pt;">Upon using this action, a popup will appear to open Microsoft Teams if the integration is enabled.</span></p><p><br></p><p><span style="font-size: 11pt;">A pre-configured button can also be added under the user's email address if "Show an option underneath a User's email address to call them directly via Microsoft Teams" is enabled in Configuration > Integrations > Microsoft Teams > Call Management tab.</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Return Consigned Assets</span></strong></p><p><span style="font-size: 11pt;">For this system use to appear, "Track Stock Levels" must be enabled in Configuration > Items and Stock Control. This system use can be used to return assets that have been consigned on the ticket back into stock.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Cancel Next Appointment</strong></span></p><p><span style="font-size: 11pt;">This will cancel the next upcoming appointment associated with the ticket. If no appointments are associated with the ticket this action will not appear. </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Convert Prospect to Client<br></span></strong></p><p>This option will unselect the "Is Account" checkbox on the Account associated to the ticket causing them to move from Accounts to Customers/Clients. This can be added to Opportunity ticket types to easily change a prospective Account to a Client. From more information on Accounts and Prospects see out guide on <a href="http://usehalo.com/halopsa/guides/2274" target="_blank" rel="noopener noreferrer">Managing Prospective Clients in Halo</a>.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">C</span></strong><strong><span style="font-size: 14pt;">reate Mail Campaign (v2.234.1+)</span></strong></p><p>This will open a new Mail Campaign screen where from your ticket, automatically linking the campaign to the ticket. Once saved any campaigns created will show against the side of the ticket. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjY2ZlNjY5LWE4ODctNGIzOS04MmI4LWM4ZDcyZDQ4Y2UxMSJ9.xhsoKZVXKU-5mJR9jHWBnkjJn1CXV-B9e0oUFJcne30" class="fr-fic fr-fil fr-dib" width="1118" style="width: 1120px; height: 403.714px;" height="404"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 27. Mail Campaign action</span></strong></p>
