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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Types of Tab</strong></p><p><strong>- Custom Tabs</strong></p><p><strong>- Customising Tab Layout</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1437/" target="_blank" rel="noopener noreferrer"><strong>Custom Tabs</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2055/" target="_blank" rel="noopener noreferrer"><strong>Ticket Types</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/876/" target="_blank" rel="noopener noreferrer"><strong>Altering Ticket Types</strong></a> <a href="https://usehalo.com/haloitsm/guides/1483/" target="_blank" rel="noopener noreferrer"><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2286/" target="_blank" rel="noopener noreferrer"><strong>How to configure Statement of Work (SoW) Templates</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/966/" target="_blank" rel="noopener noreferrer"><strong>Parent and Child Tickets</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2033/" target="_blank" rel="noopener noreferrer"><strong>Planning & Forecasting</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Types of Tab</strong></span></p><p><strong><span style="font-size: 12pt;">Budgets</span></strong></p><p>After enabling the Budgets module in Configuration > Project Management, the "Budgets" field can be added to the field list of the ticket type. This will then show a Budgets tab on the ticket where budgeted hours can be set against it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxNGVhYjM2LTEwZjMtNDFhMy05NTAzLTRkNThjYmMxODgxNCJ9.kw-gzJ-lttj4SPPlUGJirDy0jMmxZImEz3IOPQqk2MI" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 353.082px;" height="353"></p><p><strong><span style="font-size: 10pt;">Fig 1. Budgets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Progress Feed</span></strong></p><p>The Progress tab will show any actions that have been completed on a ticket in a descending order that they occurred. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhYWViNmU3LTE2NzYtNDE5YS05NWUzLTAyY2M4YzhiZGRiMiJ9.7cT7FREGl1VFV7wjoz_fShmhp2kn4w1Sai22gyOLtbQ" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 303.379px;" height="303"></p><p><strong><span style="font-size: 10pt;">Fig 2. Progress Feed tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Attachments</span></strong></p><p>Upon adding an attachment to an action within the ticket, the Attachments tab will appear. This will list every attachment that is on that ticket in one place, which is helpful to find attachment easily, especially on longer tickets with lots of actions.</p><p><br></p><p>It will also show the total number of attachments on the ticket within the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YzhkMzJkLTM1NDUtNDFmNi1iZWQwLTk3YjA1ZmFlYzYyYiJ9.fgVoFwUNDI1OrUWJE1QMuEAdRW0qSMjMypIh0wdfwpc" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 361.71px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 3. Attachments tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Billing</span></strong></p><p>The Billing tab is used to show all of the billable time on a ticket within one area. This allows you to quickly glance at how the ticket is coming along and whether it lines up with the time that it was expected to take your agents.</p><p><br></p><p>You can manually set charge type and expenses against the ticket if needed, and any billable time from actions will appear here as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkYjIxODUzLWNiMjgtNGQwMy1hZGE0LWJiMWYzNjdjOThjZiJ9.nuV1VNZWCWUN0exBd3fv72Rp6WGsK7ZFJRN2gkvBsDo" class="fr-fic fr-fil fr-dib" width="974" style="width: 976px; height: 431.673px;" height="432"></p><p><strong><span style="font-size: 10pt;">Fig 4. Billing tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Appointments</span></strong></p><p>Upon creating an appointment on the ticket, the Appointments tab will appear showing the details of it, such as date and time, Agent, Completion Status and Appointment Type.</p><p><br></p><p>Appointments can be created with an action, the appointment creation screen, or the calendar screen. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViZGRjMmZkLTA0NDUtNGY1MC05ZTNmLWIzNzkwZmEwMDE3YyJ9.iHyZL7xR3gRW9O2j91GHkRUoDhEgk5y7UrRqwLo3qsA" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 362.222px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 5. Appointments tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Tasks</span></strong></p><p>The Tasks tab shows Project Tasks that are linked to a Project (a ticket type with ITIL type of Project).</p><p><br></p><p>Project tasks act as child tickets to the project, and the total number of tasks will appear in brackets next to the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMDVlODY5LTUzMzMtNGRlZS1iNTM4LWQzZTlmMWFlNmY1NiJ9.7RDoF86yeaQXMDn_V1kKVmSx_DzwnOlPm9J19PY79pY" class="fr-fic fr-fil fr-dib" width="1180" style="width: 1182px; height: 273.008px;" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 6. Project Tasks tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Child Tickets</span></strong></p><p>The Child Tickets tab shows all of the child tickets that have been linked to the parent ticket you are currently viewing. It will also show the total count of the linked child tickets within the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjODg3MDE2LWRkYzItNGMxNS1iYzY1LTI3YTkzNzI4ZDRhYyJ9.Unh-rXMZ5gYJEOEPA_M5EZYaOQ71yV_sd4PosjTwnEY" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 344.12px;" height="344"></p><p><strong><span style="font-size: 10pt;">Fig 7. Child Tickets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Project Task Notes</span></strong></p><p>If an action is marked as important on a project task, it will appear under the tab 'Project Task Notes' of the project ticket.</p><p><br></p><p>They will appear with the most recent first similar to how the Progress Feed appears, and will show the number of notes in brackets next to the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmM2VlNjIyLWVkYjMtNGU0YS1iZWNmLTE3YzNmZjVjYTJlOCJ9.QfKgqawi0fh61Yqx10HJdpV9r0HsYOrmSrbX7EKqOuU" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 218.262px;" height="218"></p><p><strong><span style="font-size: 10pt;">Fig 8. Project Task Notes tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Related Tickets</span></strong></p><p>The Related Tickets tab will show any tickets that have been related to the one you are viewing, and it works both ways (A to B, and B to A).</p><p><br></p><p>The Ticket count will be shown in brackets next to the tab name if "Show related Ticket count" is enabled in Configuration > Tickets > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlMzBmNWEyLWRiNDMtNDJiOC1hNDhjLTI2NGFkNjA2MjI2YiJ9.Bva5nAyzE3rgon8WSmCM6xbyUtIjs141y-gf3EzMPos" class="fr-fic fr-fil fr-dib" width="992" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 9. Related Tickets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Related Notes</span></strong></p><p>The Related Notes tab will show actions on the related tickets that have been marked as important. This works the same way as Child Ticket Notes - the total number of notes will appear next to the tab name, and the notes will appear with the most recent first.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyZGY2ZDZlLTJjNmEtNGJlYi1hZTM0LWI3OWRmNzBlN2E2MCJ9.0cXgiLJlFNH_pD6LJvjU34HSizlY_r_4Qzz6mXrT9nY" class="fr-fic fr-fil fr-dib" width="999" height="348"></p><p><strong><span style="font-size: 10pt;">Fig 10. Related Notes tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change Calendar</span></strong></p><p>This tab shows change requests logged against assets, which is done by adding the "Asset" field to the Field List tab within the ticket type. You can then add the tab by adding the "Asset Change Calendar" field to the ticket type (Configuration > Tickets > Ticket Types > choose the type > Field List tab).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NzU5NDFkLWU1YzEtNDk5MS05MTFkLTJhM2FjZTFlZDBiYiJ9.BROP_t2CHvyi2bEfoSb1RWrYQ6QOEyOGTziOjIMyMRM" class="fr-fic fr-fil fr-dib" width="1005" style="width: 1007px; height: 263.43px;" height="263"></p><p><strong><span style="font-size: 10pt;">Fig 11. Change Calendar tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Dependencies</span></strong></p><p>This tab shows the dependency chart for related assets on the ticket. Linking BC-LAP-1, the one outlined in black, shows the relationships associated with it within the appearing tab. </p><p>To enable this tab you will need to click the pencil icon on the Asset field within the tickets field list.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzZWFhMGQ2LWM2YTYtNDc2YS04ZjI2LWQ4MmI4NzFiZmI3ZSJ9.iijWpwpgrtnGbag_dnFbbz_2qaCMmP_EYvC2rAAXXa0" class="fr-fic fr-fil fr-dib" width="1008" style="width: 1010px; height: 465px;" height="465"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. Editing the Asset Field </span></strong></p><p><br></p><p>This will open the edit screen where you can check the "Show Dependencies Tab" checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NTllZTUyLThhNzYtNDVmOS05MTUwLTMzZTgyYTc2Mzg4ZiJ9.33hbRwsnbMtIcH1i0Uku6Fo0QkWy0pZq0NizVJYtG2s" class="fr-fic fr-fil fr-dib" width="330" height="237"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Show Dependencies Tab on Tickets</span></strong></p><p><br></p><p data-pasted="true">Now when an asset with relationships to other assets, is added to a ticket, then the dependencies tab will show on the ticket.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyMzQ5ZGMzLTdiMjctNDZjYi04NWE3LTY4ZDkzZTk1ZjFjMiJ9.uBgaIaa70QxI2aUaepLR0QPF4jksNXAj6ncioZuih2c" class="fr-fic fr-fil fr-dib" width="944" style="width: 946px; height: 829.569px;" height="830"></p><p><strong><span style="font-size: 10pt;">Fig 14. Dependencies tab.</span></strong></p><p><br></p><p data-pasted="true">We can also show related services by checking the following checkbox in Configuration > Asset Management > General Settings:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYjk4OWVmLTZiN2ItNDc3OS04NjIyLTQwMDdlMWEwYWI0ZCJ9.4n9T9tEKApYdopRP0PC9QoH2Lkx0DuFlyTzR-Q6wNiY" class="fr-fic fr-fil fr-dib" width="376" height="41"></strong></p><p><strong><span style="font-size: 10pt;">Fig 15. Option to Show Related Services on the Dependency Diagrams</span></strong></p><p><strong><br></strong></p><p>When this general setting is on, we can see the related services option on the sidebar of the dependencies tab, in this case, the service called "Desktop" is now showing on the far right hand side of the dependency diagram:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNzQyMWFkLTE0ZjYtNDA3MS05MjJmLTQ2MWNhNzkzYmMwOSJ9.h-3BFx6MIqmZ_fio2Zvrrb83CieNNoh3kW3XB4Xu8PM" width="1121" style="width: 1123px; height: 293.173px;" height="293" class="fr-fic fr-dii"></strong></p><p><strong><span style="font-size: 10pt;">Fig 16. The Dependency Diagram with Related Services</span></strong></p><p><strong><br></strong></p><p>To configure a column profile view for the related assets tab, checkout topic 5 of this Guide: <a href="https://usehalo.com/haloitsm/guides/1951" rel="noopener noreferrer" target="_blank">Asset Views</a></p><p><br></p><p><strong><span style="font-size: 12pt;">Child Ticket Assets</span></strong></p><p>This tab shows the assets that are related to the child tickets of the parent ticket you are viewing. This will show if the checkbox in <strong>Fig 13</strong> is enabled in Configuration > Tickets > Ticket Types > choose the type > Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MmM2ZDRiLTU0YTEtNDk3My05ODY0LWM0MWFiYTMyOWVmZiJ9.GPytYzjf7bjOjzv0Q7LudmQKzfjbMp4cjpHhBD0t9Uc" class="fr-fic fr-fil fr-dib" width="729" height="407"></p><p><span style="font-size: 10pt;"><strong>Fig 17. Show tab for Assets related to child Tickets.</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2NWEyOTgwLWJlZWItNDVmMy04YmUwLTZmMGFkMDU0N2E5MyJ9.pbq8_qDGtpVHMzxDcgPmUvsfAa7FbiWvBSe8onDPfgQ" class="fr-fic fr-fil fr-dib" width="940" height="235"></p><p><strong><span style="font-size: 10pt;">Fig 18. Child Ticket Assets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Products</span></strong></p><p>This tab will show any products that have been issued on the ticket using the Issue Product action, or with an action that has the "Issue Products" system use associated with it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlY2VhNGE1LTkxMWItNDFmNy04MTlmLWQ1ODQ0NGRiZWYxMiJ9.xcJFQAOAQ0dtOAWkYKmTWKF4qcWU6D_pBSe2PppoTYM" class="fr-fic fr-fil fr-dib" width="285" height="794"></p><p><strong><span style="font-size: 10pt;">Fig 19. Issue Product action in More options dropdown.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyY2ZhNmNjLWZlODItNDczZC1hOWI3LTQxZDk4YjUxMGY5ZiJ9.Mbo8Z9NtSlgeus68tOFv1igtLxbhdweAKbahXYsbBEA" class="fr-fic fr-fil fr-dib" width="940" height="192"></p><p><strong><span style="font-size: 10pt;">Fig 20. Products tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change Management</span></strong></p><p>This tab shows the planned changes related to that ticket when the Change Management module is enabled in Configuration > Tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0MGQyMjk5LTE2YWMtNDc3Ni05OWUyLTdjZDc4YTBkNWJlNiJ9.nIvLTcqLQssY40nu_1GW7xGhDItyOn-Ef72_89LRvIg" class="fr-fic fr-fil fr-dib" width="940" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 21. Change Management tab.</span></strong></p><p><br></p><p>It can also be used to show software releases. Once the Software Releases module is enabled in Configuration, this tab will show the below settings in <strong>Fig 22</strong> in addition to the ones in <strong>Fig 21</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyYmJiODUwLTkzYTYtNGEwYy05YWJkLWU1MmZiNDMyNzdkYyJ9.mt1k3vEpC3TIiVQ_-Z4F5FIKbDi2Bt_hcz4e1_D9HRY" class="fr-fic fr-fil fr-dib" width="929" style="width: 931px; height: 588.039px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 22. Change Management tab with Software Releases.<br></span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Plan</span></strong></p><p>This tab shows the plan and associated child that are yet to be created. </p><p id="isPasted"><em><strong>Note: This is called Project Plan on tickets with the ITIL type of Projects.</strong></em></p><p><br></p><p>This tab can be enabled in Configuration > Tickets > Ticket Types > choose a type > Forms tab > enable the settings in <strong>Fig 23</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMTEwNDc4LTJmMWItNDExNC04MjVkLTFmNTA1MDk4MmM5YiJ9.W0jQCiE1EDwdosVr4wnX2zYfapgTHBzPA3PryspHkXw" class="fr-fic fr-fil fr-dib" width="1138" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 23. Show Unborn Child Tickets on the Ticket Details Screen and Allow customisation of Unborn Child Tickets settings.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Chats</span></strong></p><p>This tab will show any agent-to-user chats that have been linked to that ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjZTE4MmRmLTdhYmUtNDlkMi1iN2FjLTA0ZGFmZmI4NDA4ZSJ9.hhAK8ewETtVZ4MSM3e03ynHg7N60KumuaKaEhR0QVHg" class="fr-fic fr-fil fr-dib" width="399" height="696"></p><p><span style="font-size: 10pt;"><strong>Fig 24. Linking the chat to a ticket.</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhNmIwYjk2LTM0ZmMtNDNiZS04NGQ1LTYwZjhiMjFiOTY3MCJ9.DiqQj72c8JzakBrkCHNxueyiqunCnKyKbV8kiYujjVQ" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 415.475px;" height="415"></p><p><strong><span style="font-size: 10pt;">Fig 25. Chats tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Article Details</span></strong></p><p>This tab will show a linked article within it, so information in it can be quickly referenced when working on the ticket. </p><p data-pasted="true">To link an article head to Configuration > Tickets > Ticket Types > choose the type > Defaults tab > "Article", and select the Article you would like to link. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwODRiMDc1LTExYmMtNGMzMi04MDNhLTQyZDExZWU2YWFhMiJ9.3bFKTE8sAxh8ZIsf2wQY3Xxm4qchRSPGH0pz80tpgR0" class="fr-fic fr-fil fr-dib" width="905" style="width: 907px; height: 428.776px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 26. Article Details tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Journeys</span></strong></p><p>This tab will appear when using actions with the system use "Start Journey". The Travel time will be calculated from the difference between the 'Start Journey' and 'End Journey' action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NTM2YjhhLTc3ZWEtNDdkZC1hMzE3LTcxZTgyOGE0ZGI1OCJ9.ALyWSfPhhAEGm1PFk_b2fwuCtOTKRZz0ml5l9i-f0iQ" class="fr-fic fr-fil fr-dib" width="282" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 27. Start Journey and End Journey system use.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNWQ4ZTU1LTAyOTAtNDZhNC1iYTBmLTE5ZTczZTU3Mjk0YSJ9.8opInKSeos32ZO3KykUS2avkuxoWR4wAVDHJrIye_lE" class="fr-fic fr-fil fr-dib" width="1066" height="366"></p><p><span style="font-size: 10pt;"><strong>Fig 28. Journeys tab</strong></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Automations</span></strong></p><p>This tab will show automated actions done from custom integrations. On the ticket in <strong>Fig 28</strong>, the tab shows the AI insights runbook being triggered and running. </p><p><br></p><p><em><strong>Note: It will only appear if "Show the Automations tab on the Ticket Details Screen" is enabled in Configuration > Tickets > Ticket Types > choose the type > Forms tab.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYWQzMTI4LTAwN2EtNGViMC1iNWQxLTU4NTRkYmEzNWI0YiJ9.mPftKfwRpmTi3jDxSAY0rbRznAUuPxzx0_t5SdWWHnI" class="fr-fic fr-fil fr-dib" width="995" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 29. Automations tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Contacts</span></strong></p><p>This tab shows contacts on an opportunity when Show Opportunity contacts tab is enabled on the ticket (opportunity) type. Any users here are converted to users under the customer if the opportunity is won.</p><p><br></p><p><em><strong>Note: This applies to those within Configuration > Sales > Opportunity Types.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NzZjZjQzLWQ3NWEtNDg4OS05YmYwLWZlODRlMjBiM2Q1NCJ9.XrHVjCV_7o7j5vP7h5uAx4F37TcU-BROVEi6mmJKmQg" class="fr-fic fr-fil fr-dib" width="996" height="404"></p><p><strong><span style="font-size: 10pt;">Fig 30. Contacts tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Audit Log</span></strong></p><p>This tab shows any changes and actions that have been done on a ticket. </p><p><br></p><p>For this to show, "Display the Auditing Tab" needs to be enabled on the ticket type in Configurations > Tickets > Ticket Types > select the type > Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MjZlMDc5LTllY2ItNGUxYS1hY2I1LTc1OWViMjk2NzFhOCJ9.Z1Os_cT0IIoTYgDxxpu2YBq0WbPhrGYoSEw0wqTyt1o" class="fr-fic fr-fil fr-dib" width="998" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 31. Audit Log tab.</span></strong></p><p><br></p><p>The auditing tab is paginated to improve loading times. </p><p><br></p><p><strong><span style="font-size: 12pt;">Milestones</span></strong></p><p>This tab appears on project tickets for setting "phases" of your project. Here you can set the Start date and End date of each phase, which order you want them to appear by the Sequence, and their current status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhYWNhMDM5LTJiOTgtNDljZS1hZDM2LTllMTFjZWZmNWI2ZSJ9.Wh8Yni4wjbxBjOukttCmLgERIdNvggd9yZ2AirH5ca4" class="fr-fic fr-fil fr-dib" width="1199" style="width: 1201px; height: 224.237px;" height="224"></p><p><strong><span style="font-size: 10pt;">Fig 32. Milestones tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Forecasting</span></strong></p><p>This tab appears on project tickets, and agent will appear in the table if they are assigned to the project or a project task under the project. Here you can set the expected time spent on the project within the week, and the colours will switch based on the percentage thresholds set in Configuration > Project Management > General Settings.</p><p><br></p><p>Forecasting can be enabled per ticket type in the "Settings" tab ("Enable Forecasting"). This checkbox will only appear if the "Time Management" module is enabled within Configuration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzYmVhNWIzLTU5MGYtNDc3Mi04MDE1LTg3NDI1NTgzZGE5OCJ9.OM7gJk4GnzPgBQ-1E0Q4wwuoaWg9Mfv-nv8CZBIVeTc" class="fr-fic fr-fil fr-dib" width="1193" style="width: 1195px; height: 285.116px;" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 33. Forecasting tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Call Log</span></strong></p><p>This tab shows calls taken that have been linked to that ticket with the Start Date and Time, Call Duration in minutes, the phone number used, and any attachments.</p><p><br></p><p><em><strong>Note: For this tab to show, "Show Call Log on the Ticket" needs to be enabled in Configuration > Call Management > General Settings, and the Call Management module turned on.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYmM1NzhjLWIzOGMtNGI3Zi05Y2QxLTA1MWVmNWEzZTFhMCJ9.7OD-oapu4NLrBHHoFkBBFHW_UQN8RVs0TqNT60r-6nA" class="fr-fic fr-fil fr-dib" width="1193" style="width: 1195px; height: 586.397px;" height="586"></p><p><strong><span style="font-size: 10pt;">Fig 34. Call Log tab and call screen linked to the ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Event Log</span></strong></p><p>This tab shows events on a ticket such as the ticket being logged, status changes, etc. </p><p><br></p><p><em><strong>Note: This tab will only show to Admins, when "Show an "Event Log" tab on entities with events (Admins only) is enabled in Configuration > Notifications > General Settings. This is a global setting, not per ticket type.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwY2JlZTQ1LTI1NjEtNDFkMC04NTdlLTE1Y2Y1NmU0NmM1MSJ9.HZxC1hHJvKl_7l-Rq9pEpMOcUywJCMGgJ85H12VnR0s" class="fr-fic fr-fil fr-dib" width="1015" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 35. Event Log</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft Teams Chat</span></strong></p><p>This tab will appear when the Microsoft Teams module and its Chat Management is enabled. Please reference the "Chat Management" section of the following guide.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/1080/" target="_blank" rel="noopener noreferrer"><strong>Microsoft Teams Integration</strong></a></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MDkzYTMzLTQ5ZDEtNDhjOC1iZmU4LWQ2Nzc4NDVkMTlkOCJ9.jDpd22DM2hEuR9g7FkDXJxB4Xs8wQjruWU0QrW62Waw" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 577.909px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 36. Microsoft Teams Chat tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Date Dependencies</span></strong></p><p>This tab shows dependant child tickets to the parent ticket being viewed, and the dependency type.</p><p><br></p><p>These are configured on the parent ticket when "Enable Date Dependencies" is set to Yes in Configuration > Tickets > Ticket Types > choose the type > Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MWZkNTU5LWVkNDktNGZlYS1hYTRjLTNhMDkxMWEyMTcwOSJ9.4FofZ0tkqn4euBP51JKVSQ3H3HY7fg9pd6Ogm863P6M" class="fr-fic fr-fil fr-dib" width="990" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 37. Date Dependencies tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">OLAs</span></strong></p><p>This tab shows the OLAs set on the ticket's corresponding workflow, and information such as Start date, Target Date, Status, Completion Date, Time on OLA, and if the target was met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxZjdlNGJjLTAyNzItNGU5OS04ODRlLTM0NmM5YjRiZTZjOSJ9.ZGLGlW7y2yfg50Mqtm_-HTnwqFsjFhcJUfKTBV6GY5I" class="fr-fic fr-fil fr-dib" width="1125" style="width: 1127px; height: 351.343px;" height="351"></p><p><strong><span style="font-size: 10pt;">Fig 38. OLAs tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">AI Insights </span></strong></p><p>This tab appears if AI is enabled within your instance, and shows information based on the "AI Insights" section in Configuration > AI.</p><p><br></p><p><strong><em>Note: These tabs are now consolidated into one tab.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMmE2OGNiLThkYzAtNDFjZi05Mzk3LWJkOTNmZTRmODRhOCJ9.GmdpB4Vnhs_UWgXbculZ8w7VsuVzzXzgry5cnOpdhN0" class="fr-fic fr-fil fr-dib" width="1003" height="834"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MmM1YzMzLTgyZjctNGI5OC1hYTkwLWY0NDFhYjQwMDMzOSJ9.yMouhjfyfoxSX0wDnPbVdpttgR8FQll4z6hVgHBdhbw" class="fr-fic fr-fil fr-dib" width="390" height="277"></p><p><strong><span style="font-size: 10pt;">Fig 39 and 40. AI Insights tab and contents.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">View Log</span></strong></p><p>The "View Log" tab can be used to see who viewed a ticket and when, which can be useful for seeing who is "cherry-picking" tickets. In Configuration > Advanced Settings, enable "Record Ticket views" and then "Show the "View Log" tab on Ticket Details" that will then show underneath.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3NzIyNTIyLTM2ZWEtNDdmZC1hMThjLTZkZWRhMWFmOTJhZSJ9.ua-p4W4VgHv3rsMWSf0y5rjs3vzpTwoyhhQmiUfCCPo" class="fr-fic fr-fil fr-dib" width="402" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 41. Enabling the log tab.</span></strong></p><p><br></p><p>The tab will then show on tickets like below, showing the agent and when they viewed the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1ZjY4MmViLTZjYjAtNGZlZi05YjM3LTU2OGI4MGZmYTk4NCJ9.F95qrWymAkvb_m2Dq_yMoBqYDDDXHPvCoHQIJgXCSk0" class="fr-fic fr-fil fr-dib" width="974" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 42. View Log tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Notification Log</span></strong></p><p><span style="font-size: 11pt;">The "Notification Log" can be enabled from Configuration > Notifications > General Settings > "Show a "Notification Log" tab on Tickets". </span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ODg1NTU5LWJiODItNDg4Yy04N2Q2LTY4MmU1Y2JlMzE1OSJ9.yrDU2PevsNNLtBBEWTgg0aAA2DU8jVtYSh9bvF6lfKE" class="fr-fic fr-fil fr-dib" width="469" height="269"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 43. Enabling Notification Log.</span></strong></p><p><strong><br></strong></p><p><strong><em>Note: "Enable notification logging" needs to be enabled for this to be available. </em></strong></p><p><br></p><p><span style="font-size: 11pt;">The tab will show all the notifications that have triggered for the ticket, including webhooks, runbooks and system notifications such as approval process emails. Useful for troubleshooting and monitoring.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczM2YzNWM2LTEwNmItNGQ4OS1iZjhkLTBjMzMyYTA0MzEyOCJ9.xi34f9ToEe-rc4WhsYmig7TNJ8RMcY5d55kaB4B2HM0" class="fr-fic fr-fil fr-dib" width="1115" style="width: 1117px; height: 362.363px;" height="362"></span><strong><span style="font-size: 10pt;">Fig 44. Notification Log tab.</span></strong></p><p><br></p><p>Clicking into a notification from this page will take you to the configuration page for that notification. You will have the option to choose what you view when you click on a notification. From this version a drop-down shows when the "Show a "Notification Log" tab on Tickets setting is enabled. This can be set to "Show the notification configuration" (current behaviour), or "Show the outbound logs", which will show the outbound logs for any email type notifications. Each record can then be selected to view more details. Administrators will be able to view the log and attempts by changing the tab, and will be able to resend or delete the record from this page.</p><p><br></p><p><strong><span style="font-size: 12pt;">Supplier Tickets</span></strong><span style="font-size: 12pt;"><br></span></p><p data-pasted="true">You can have a tab on a Ticket which shows all the other tickets logged to that Supplier. To enable this head to Configuration > Tickets > Ticket Types, choose the relevant Ticket Type, and head to the Settings Tab. Under the Related Activity section, enable the "Show other Tickets for the Supplier in a tab" checkbox.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web (West European)", "Segoe UI", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", 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: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhM2Y0ZjVkLWUxY2QtNGJlMi1hMWVmLWI0NDAxMjg3ZTRhOCJ9._SrzRZgcoakqae022XkJpYqDR1wMMD_uDopaKvKs5tY" width="658" height="440" style="box-sizing: inherit; border-style: none; text-align: left; width: 660px; height: 440px;" 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: 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 45. Show other Tickets for the Supplier in a tab.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;">You will now find a Supplier Tickets Tab which shows other Tickets logged with the same supplier. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxYjRhZTc5LWRlMTAtNDgzMC04MmVmLWI5YzAzMTk3MTg5NyJ9.5umtaR6WtY311Brj0dKCCNacUgchW7WQEb42wRac66Y" width="996" height="485" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></span></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 46. Supplier Tickets Tab</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Harvest Timer</strong></span></p><p data-pasted="true">You can enable a tab on Tickets which links to your Harvest account, and shows your Harvest Timer. To see this tab you will first need to enable "Show Harvest Timer Tab on Tickets" in Configuration > Advanced Settings. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0NmYyMmJkLWVhOTEtNDM5Yi1hOWQ5LTJhOTJiYWMzZWQyMyJ9.bQR5DqqRH4s6WhJfTTZLlwkYknd4_NQZkLYoETPhqL0" class="fr-fic fr-fil fr-dib" width="600" style="width: 602px; height: 242.129px;" height="242"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 47. Enabling the Harvest Timer Tab</span></strong></p><p><br></p><p>With this enabled you will see the "Harvest Timer" tab on your Tickets. To link your account head into this tab and click "Select an account". This will bring up a modal window where you can sign in to Harvest.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNGU3ZjIzLTEyMzUtNDMzNi04Yjc5LWUyNjc2NjRiOTEzMCJ9.2qCHAYjLBO5toI6aUlJv3X_f102NipoWIW2D4egRxU0" class="fr-fic fr-fil fr-dib" width="983" height="394"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 48. Connecting your Harvest account</span></strong></p><p>Once you have connected your Harvest account you will be able to see your Harvest Task/Project timer under this tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNzAxYzYwLTI2NTctNDY2Yi04MmFjLTIzZDMyZTJjYjAyOCJ9.IXizSmkbG69Amx7AD3jsVFARajnuftXf7yCV9a2Qzxs" class="fr-fic fr-fil fr-dib" width="982" height="499"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 49</span></strong><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">. Harvest Timer Tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Tabs</span></strong></p><p>Custom tabs can be set to whatever contents you would like them to contain by using custom fields. Trials have a few built in, the common uses outlined below.</p><p><br></p><p><strong><span style="font-size: 12pt;">Additional Fields</span></strong></p><p>This tab will show each custom field set against the ticket type that has not been set against a custom tab. By default, a custom field will be set to this due to this custom tab having the lowest sequence number, but this can be changed if wished.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlNDRmYjg1LTMxNGEtNDZhMi1hMDlkLTk5ZjkwNzZjN2VkNyJ9.4UR7VqtQpMWdDVkgOjGOIrRfQF4kWaItjjoOmz2oFvg" class="fr-fic fr-fil fr-dib" width="876" style="width: 878px; height: 274.262px;" height="274"></p><p><strong><span style="font-size: 10pt;">Fig 50. Additional Fields tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Article Draft</span></strong></p><p>This tab shows on tickets that are being used as article drafts, set in this area below in Configuration > Knowledge Base.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyYTQ4NWNhLWZkNzItNGQ1Ny05ZGQyLTU4ZGIyYjg2MWRkZiJ9.j0dnYdeXx8LfhLBnx0Bna9u7Hk5ujSIsUmvYUqXZ9aM" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 218.351px;" height="218"></p><p><strong><span style="font-size: 10pt;">Fig 51. Article Draft configuration.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMDU1MzUyLThkMzItNDVhMC1iOGNhLTgzNTMxNzM3ZTMyZiJ9.TzJUpAShI08442lvDmMIuXxjQ0BTjPnHwMz_SyHRIKI" class="fr-fic fr-fil fr-dib" width="481" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 52. Article Draft tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sales Info</span></strong></p><p>This built-in custom tab can show information on opportunity tickets by assigning custom fields to it. This can be edited to your own needs.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5NWY2ZDMyLTViNTItNDE0ZC1hOWM2LWYwZWM1M2Q3OWYyNiJ9.Jv4i-jVHCVLgHT3AmzLBGe5mPXRp_2ANuv81jEErdtQ" class="fr-fic fr-fil fr-dib" width="940" style="width: 942px; height: 342.2px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 53. Sales Info tab.</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>SoW</strong></span></p><p>This built-in custom tab can have fields added to this to track a Statement of Work.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NzQ0MmEyLWZkMmEtNDc4MC1hYTY3LWI4NTdhZDUwMWIyYiJ9.JWUOxM_C6Y_ijD0sLSmG4DTzWi-GyS7oZAc1UZSZQQw" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 612.775px;" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 54. SoW tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customising Tab Layout</span></strong></p><p>You can change the order that the tabs appear per ticket type. Go to Configuration > Tickets > Ticket Types > choose a type > Layout tab. The "Tab layout" can be changed from Default to Custom.</p><p><br></p><p>This will make the "Tab order" area underneath appear. Here, you can hover over a tab to show the dots on the left side of the bar, and you can use this to drag-and-drop the tabs in whichever order you wish them to appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMWRjZDk1LTBmYTgtNGQ0Ni1iZjZmLTE5ZDAxNDc1OGZjYSJ9.0UNhQ1U-esNc5CikqXnwW7o74D83unTJ-xDuLtZwL3g" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 265.731px;" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 55. Tab layout configuration.</span></strong></p><p><br></p><p>You can click the pencil icon on the right when editing to also set whether you wish this tab to show or be hidden.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNWFkNzM4LWQzZTMtNDk5Ny1hOTdlLTE1YTMwYjM3YTkzYiJ9.SpZ-OGaT86YPvvZC_EHI_vpw1854WW-GNbVRK34CJN8" class="fr-fic fr-fil fr-dib" width="690" height="312"></p><p><strong><span style="font-size: 10pt;">Fig 56. Show/hide a tab.</span></strong></p><p><br></p><p>If "Show tab" is selected, the tab will appear once the prerequisites for it doing so are set, i.e. the Budgets tab appears once the Budgets field is added to the ticket type.</p><p><br></p><p>If "Hide" is selected, the tab will not appear regardless of whether the prerequisites are met or not.</p>
