<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- The Hierarchy used for message group overrides</strong></p><p><strong>- Supplier Message group</strong></p><p><strong>- Location of each message group override setting</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy used for Message Group overrides</span></strong></p><p>The message group that will be used when sending an email to the end user of a ticket in Halo will be determined by the following hierarchy, in which the message group set against the end user of the ticket will override all other mailbox override settings:</p><p><br></p><p>- End User of the ticket</p><p>- Site </p><p>- Customer </p><p>- Team assigned to ticket</p><p>- Department </p><p>- Mailbox</p><p>- Organisation</p><p><br></p><p><strong><em>Note: If the agent assigned to the ticket is in multiple departments the message group used will be taken from the department that the team assigned to the ticket is under.<br></em></strong></p><p><br></p><p>Organisation message group is only used when no other message groups are set. </p><p><br></p><p><strong><span style="font-size: 14pt;">Supplier Message Group</span></strong></p><p>When a message group is assigned to a supplier this message group will be used when completing any actions that have the following system use:</p><ul><li>Log to supplier</li><li>Email supplier </li></ul><p>When using these action the supplier's message group will be used, overriding all other message group settings. </p><p><br></p><p><strong><span style="font-size: 14pt;">Location of each message group override setting</span></strong></p><p><strong><span style="font-size: 12pt;">User</span></strong></p><p>Under customers > users > select a user > preferences tab > override organisation details </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhMTBkNjliLTk2ODktNGY0Zi1hZTI5LWNjMjJiMzE1NjgwYyJ9.3vT0Eiuxhf6tXNXNLi6uGLTpdBVuTrG3_ghk_vRicNk" class="fr-fic fr-fil fr-dib" width="560" style="width: 562px; height: 352.664px;" height="353"></p><p><strong><span style="font-size: 10pt;">Fig 1. User message group override</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Site</span></strong></p><p id="isPasted">Under customers > sites > select a site> settings tab > override organisation details section</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiYjQ3MzE5LTNlNTQtNDgwNi1iMDkxLWEwZjhmYzU4Y2U1MiJ9.olUlISq_4vhqgovLoYtjf6SU80Cfi0BiKFqRnUHBjJg" class="fr-fic fr-fil fr-dib" width="668" style="width: 670px; height: 320.63px;" height="321"></p><p><strong><span style="font-size: 10pt;">Fig 2. Site message group override</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customer </span></strong></p><p id="isPasted">Under customers > select a customer > settings tab > override organisation details section</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmYjRlZDg2LTUzYjMtNGE2NS1iYjMyLTJiMGU0OGQ4MzY0YyJ9.Uv8nX_wQH269tzfkrarH2TgLVg7ZaNDshxE4pnuzOp8" class="fr-fic fr-fil fr-dib" width="587" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 3. Customer message group override</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Team</span></strong></p><p>Under configuration > teams and agents > teams > select a team > details tab > settings section.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1YmM1YzlkLTFjZGItNDZiMC04Zjc1LWVlNDE3MjM5MzU0NiJ9.4UV_knWirkH4hz5O8Apv27Tdtx1ned5q8fjos8vkGNk" class="fr-fic fr-fil fr-dib" width="720" height="510"></p><p><strong><span style="font-size: 10pt;">Fig 4. Team message group override</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Department</span></strong></p><p>Under configuration > organisations > configure my organisation > departments tab > edit the page > edit a department.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMWQxZmFjLWE1NTgtNDA5OC04NmM0LWU0YzEwYzUxYzMzMCJ9.783Q5NWVgks89qvtFAFycEO4LGzTZfe_OKKu5f03ZPc" class="fr-fic fr-fil fr-dib" width="868" style="width: 870px; height: 565.407px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 5. Department message group override</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Mailbox</span></strong></p><p>Under Configuration > Email > Mailbox Setup > select a mailbox > Outgoing > Settings section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhM2M0NTBiLTE0ZDItNDUxNy04ZWNiLTJlNWRjM2Y2Mzc0YyJ9.6uWrL-DipVvvepwRk1DhDcz_XkE2y_22flQAgZRvAr8" class="fr-fic fr-fil fr-dib" width="639" style="width: 641px; height: 422.079px;" height="422"></p><p><strong><span style="font-size: 10pt;">Fig 6. Mailbox message group override </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Organisation</span></strong></p><p id="isPasted">Under configuration > organisations > configure my organisation > details tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmNGEyNjQ1LTg0NDQtNDE5NS05OGQ0LTJlZjM3ZmFiYzE2MSJ9.rVkLXJdMJ8Mx401QrjKDCITcnrnv9PspipJG8bZwZg4" class="fr-fic fr-fil fr-dib" width="850" style="width: 852px; height: 672.403px;" height="672"></p><p><strong><span style="font-size: 10pt;">Fig 7. Organisation message group override</span></strong></p><p><br></p>
