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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;">A very useful feature of Halo is the drag and drop of tickets onto a calendar, 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: 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;">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><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, it is based on the estimated time. This calendar dashboard couples perfectly with the runbook used for automatically setting an estimated time based on the category chosen. Allowing you to automate the category estimated time and appointment lengths based on the time values set on the custom table, which is explained in the guide by Renada.<br></span><br><p><br></p><p><span style="font-size: 11pt;">To make sure your ticket type has the estimated time field, you can enable the following default option from within Configuration > Tickets > Ticket Types:</span></p><p><span style="font-size: 11pt;"><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></div>
