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</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Creating the Dashboard</strong></span></p><p><span style="font-size: 11pt;"><strong>- Configure the Appointment Action</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Halo can be configured to allow you to drag and drop tickets onto a calendar to schedule an appointment for the ticket with the chosen agent. This is a sea level operation of the Pax8 Academy, making it a known and proven way to deal with appointment scheduling. This feature can be used to automatically create appointments based on the agent assigned to the ticket, the end-user of the ticket, and the estimated time set on the ticket. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyOGU3OTU0LTM3ZDMtNGY1Ni1iMzMzLTI4OTIwOTY1ZTkzYiJ9.6gI9Smq23NBQED8Ip0TtU13r6nAWq_FJ1rrBK-OsI6U" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 401.553px;" height="402"></span></p><p><strong>Fig 1. Calendar and ticket list on a dashboard</strong></p><p><br></p><p><span style="font-size: 11pt;">To set this up you will need to create a dashboard with the appropriate widgets, agents can then use this dashboard to drag and drop tickets onto the calendar. </span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Creating the Dashboard<br></strong></span></p><p><span style="font-size: 11pt;">To configure the general drag and drop list and calendar, first navigate to Configuration > Reporting > Dashboards.</span></p><p><br></p><p><span style="font-size: 11pt;">Create a new dashboard with Dashboard Type - In-App, and the Calendar can be Iframed by creating the following Widget on the Layout tab of the Dashboard:</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNDgxNWI4LWMwYzMtNGM3My05NmNlLWU1MTM1NjNlYTc3MyJ9.hMovQ5DTX5JJ8X-gZuSsKuA0fUAhJeXc0xtkCix0NEM" class="fr-fic fr-fil fr-dib" width="858" height="881"><strong>Fig 2. Creating the Calendar widget</strong></p><p><br></p><p><span style="font-size: 11pt;">Then create a ticket list widget. You can create a list based on a view (You could use a list view, so that each agent with access to this dashboard has a unique list of i.e. their own tasks, which can be dragged and dropped onto the calendar:<br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzZGY3YWZhLTA5MzMtNDkwNS05YTQwLTUzODkwODgzY2I1NiJ9.X98aWgy_IKybzSABAAvcHbCtomckOqpiGisLAyxQRSA" class="fr-fic fr-fil fr-dib" width="804" height="928"></p><p><span style="font-size: 10pt;"><strong>Fig 3. Creating the Ticket list widget</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Determine the duration of the Appointment</span></strong></p><p><span style="font-size: 11pt;">Within Configuration > Calendars & Appointments you can set a checkbox for appointments created via drag and drop being, which will set the estimated time assigned to the ticket as the length of the appointment.</span></p><p><span style="font-size: 11pt;"><br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlN2VkMTgyLWY2OWEtNDIyYi04Y2NkLTc3NDlmZDVmYzBhMCJ9.XDO68Y0EEH-br38bFveGNbBP-bzD7k0MKGtsU72JpZs" class="fr-fic fr-fil fr-dib" width="968" style="width: 970px; height: 183.068px;" height="183"></p><p><strong>Fig 4. When creating appointments with drag and drop from a Ticket list use the estimate for the appointment length</strong></p><br><span style="font-size: 11pt;">Now when you drag and drop tickets onto the calendar, the appointment will be created for the duration of the 'estimated time' of the ticket. <br></span><br><p><span style="font-size: 11pt;">To make sure your ticket type has the estimated time field, you can enable the option shown in Figure 5 from within Configuration > Tickets > Ticket Types.<br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMjNjZTFiLTMwZTgtNDAwOS1hZDQ2LTU5OTQwYTQ0NWE3ZSJ9.VQVkWHUps78c4RPunllQl02ahUCP0KdUy8vUB-4rxME" class="fr-fic fr-fil fr-dib" width="991" height="671"><span style="font-size: 10pt;"><strong>Fig 5. Estimated Time field in the Field List of the Ticket Type<br></strong></span></p><p><br></p><p><span style="font-size: 11pt;">You can also edit the estimated time field within the ticket type to make it visible and mandatory on the agents new ticket screen:<br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxYzg3NDFjLWY3OTgtNGExZC1hOGIwLTc3M2M5MWI3YmNkZSJ9.SRiJlOACvTWmk4E7FxHPXL8B89oi_EBN329K1tllF40" class="fr-fic fr-fil fr-dib" width="854" height="973"></p><p><strong>Fig 6. Making the Estimated Time field mandatory</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Configure the Appointment Action<br></strong></span></p><p><span style="font-size: 11pt;">When setting up the appointment actions, which will be visible on the ticket, another useful setting is to have the "Default Completion Duration" be set to the appointment duration:</span></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzODAyYzM5LTljNTMtNDYzYi05MzMxLWZhODVkOGU4OWU5NiJ9._6f2I1iD-NuSeiwVyqhOeu-XG2pgrme1vsdRyDugOKw" class="fr-fic fr-fil fr-dib" width="792" height="700"></p><p><strong>Fig 7. Setting the Default Completion Duration on the action as the length of the appointment</strong></p><p><br></p><p><span style="font-size: 11pt;">This means when the appointment is completed from the ticket, the entire duration of the appointment is set as the time taken for the action. </span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Now, when agents navigate to this dashboard they will be able to select a ticket and drag it onto the calendar to create an appointment. </span></p></div>
