<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 Difference Between Licences and Subscriptions</strong></p><p><strong>- Adding Licences/Subscriptions to Customers</strong></p><p><strong>- Linking Licences/Subscriptions to Assets</strong></p><p><strong>- Assigning Licences/Subscriptions to Users</strong></p><p><strong>- Automatic Billing Quantities </strong></p><p><strong>- Viewing Change History</strong></p><p><strong>- Adding Attachments</strong></p><p><strong>- Handling Licence & Subscription End Dates</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/2241" target="_blank" rel="noopener noreferrer"><strong>Custom SQL Query for Licence/Subscription Count on Recurring Invoice Lines</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2319" target="_blank" rel="noopener noreferrer"><strong>Managing a Recurring Invoice's Lines Quantity, Price and Cost for Subscriptions</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">The Difference Between Licences and Subscriptions</span></strong></p><p>A software licence is one that clients have directly through Microsoft and will show in your Microsoft tenant, whereas subscriptions are licences that an distributor has purchased and resold and will instead be in the subscription tenant. You may think of subscriptions like an indirect licence. </p><p><br></p><p>Halo integrates with the following distributors to import subscriptions, in addition to Microsoft integrations. For more information on configuring these, please refer to the integration's guide.</p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2384" target="_blank" rel="noopener noreferrer"><strong>ALSO Integration</strong></a><strong> </strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2071" target="_blank" rel="noopener noreferrer">Giacom Integration</a> </strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1672" target="_blank" rel="noopener noreferrer">Cloud Blue (Ingram Micro/Exertis) Integration</a> </strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2112" target="_blank" rel="noopener noreferrer">TD Synnex/StreamOne Stellr Integration</a> </strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2116" target="_blank" rel="noopener noreferrer">StreamOne Ion Integration</a> </strong></li><li id="isPasted" style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1532" target="_blank" rel="noopener noreferrer">Pax8 Integration</a> </strong></li><li id="isPasted" style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2323" target="_blank" rel="noopener noreferrer">Sherweb Integration</a> </strong></li><li id="isPasted" style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1543" target="_blank" rel="noopener noreferrer"><strong>Westcoast Cloud Integration </strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2Y2UxMTBjLTE5N2EtNDQ1ZS04MWRkLWM0ODdjYTliYmY1MSJ9.o7EAKy4riWGFc0m1cAteMlIc0Hl58tdOnDohTi2GS4E" class="fr-fic fr-fil fr-dib" width="1197" style="width: 1199px; height: 169.078px;" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 1. Distribution integrations</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Licences/Subscriptions to Customers</span></strong></p><p>Licences and subscriptions can be added manually or via an import through a distribution integration. </p><p><br></p><p>To add a licence or subscription manually, navigate to the customer you wish to assign it to. Two tabs are available here: one for licences, and one for subscriptions. On either of the tabs, click the "New" button and fill in the details. Set the name, amount, start and end date, price, etc. From v2.232.1+, you can set the count as a decimal value, this is useful for allowing you to record useage based Licences and Subscriptions. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwYjdmNWMyLWMxMjMtNDM0Yi05OWExLWRjMzk4NmY5YmUwNyJ9.r6J4hF7gX_iHOGTvrGb4cszqq1ZE9JjKa2hH71dJg-0" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 244.281px;" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 2. Software Licences and Subscriptions tabs</span></strong></p><p><br></p><p data-pasted="true">If a licence is imported from CSP it will only be able to be removed in the UI by an administrator. You will also not be able to edit information about the licence, except for additional data such as the install date. </p><p><br></p><p><strong><span style="font-size: 14pt;">Linking Licences/Subscriptions to Assets</span></strong></p><p>Within an asset, licences and subscriptions can be linked in the "Software" tab, licences/subscriptions can then be billed for based on the how many of them are currently assigned to an asset (deeming them as 'in use'). A table is shown here to add the licence or subscription to keep track of how many are currently in use.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjOWE2N2Q1LTU0MmEtNDRjZi04OTQyLTE1MjU3ZjQ0ZWI3MyJ9.0K-HI6_xrE4Zh6QScEixhRgW_ecn_J_NifxFJ16Sv2A" class="fr-fic fr-fil fr-dib" width="1449" style="width: 1451px; height: 306.678px;" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 3. Software licences linked to an asset</span></strong></p><p><br></p><p>Edit the asset, and click the "Add" button to link a license/subscription. A pop-up like below will show to choose from the available ones assigned to the customer the asset is against. </p><p><br></p><p><em><strong>Note: If none are assigned to the customer, this field will not show dropdown options.</strong></em> </p><p><br></p><p>As seen by the brackets, it will specify if it is a software licence or a subscription.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzYzZkNjdjLWY0NjEtNDBmNy04ZjRjLWY5YWQ0ODhmMmEwZSJ9.74f7EaUNWMPo3WC4KOvYwVe8jqAphEwVVlOruqYQp6c" width="706" height="687" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; 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-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; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 4. Popup to link licences/subscriptions to the asset</span></strong></p><p><br></p><p>Once assigned to an asset, the available licence count against a customer will decrease, to reflect the number of licences that are actually available for use. For example, the customer has 10 licences for M365 Premium but one has been assigned to an asset, so 9 are left available. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmY2QzY2I0LTgxOWUtNGRmOC1hNGQ2LTcwNTY3OWQ0MmJlMyJ9.4WIf7CQ1bhssdnvQHV_LXUpvXhKGrQR030ViVY8YoqY" class="fr-fic fr-fil fr-dib" width="393" style="width: 395px; height: 345.625px;" height="346"></p><p><strong><span style="font-size: 10pt;">Fig 5. Available licence count</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Note: This is only the case for 'licences', software subscriptions will only show total subscriptions, not the available count against the subscription profile. </span></strong><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The asset will then show in the "Assets" tab against the licence/subscription.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3YTY4NjE4LTgzOTQtNDVlZS04YmVlLWE4OGI1Y2ZkZGI1MiJ9.sA7qjhPPuxee9l_08Tqx-Y-E85lFxoCz53sJMGbo09k" class="fr-fic fr-fil fr-dib" width="1124" style="width: 1126px; height: 339.968px;" height="340"></p><p><strong><span style="font-size: 10pt;">Fig 6. Asset against the licence</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning Licences/Subscriptions to Users</span></strong></p><p><span style="font-size: 11pt;">Licences/Subscriptions can be assigned to users to track who is using each licence. This also helps track with licences are actually in use, useful if you only charge for licences/subscriptions actually being used. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To assign a licence/subscription to a user, head to the "Users" tab within the licence/subscription, hit "New" and select which user to assign this licence/subscription to. </span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNjUzNzVhLWI3NWMtNDdhZC1iZGFkLWRkM2U5NjgwYTYwYyJ9.ycauMN3sLJ2kG1Z4amhFt9PtnscHC4d4SuzErq3fMSw" class="fr-fic fr-dii"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 7. Assign software licence to user</span></strong></p><p><strong><br></strong></p><p><strong><em>Note: If the licence is assigned to a particular site, you will only be able to assign licences to users at this site. </em></strong></p><p><br></p><p>The "Users" field is multi-select so you can select every user who should be assigned one (or more) of these licences. </p><p><br></p><p>Use the "Licence Count" field to choose how many licences to assign each user chosen here. </p><p><br></p><p>The install and expiry date can be used for reference to show when the licence/subscription is active for this user. <span style="font-size: 11pt;" data-pasted="true">Keep in mind the expiry date will not impact calculated quantities (on recurring invoices), even if the expiry date has passed this licence will be classed as 'in use' therefore included in quantity calculations. </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Automatic Billing Quantities</span></strong></p><p>Licences/subscriptions can be billed for, and you can choose to set the quantity of the line on a recurring invoice automatically from the licence/subscription count.</p><p><br></p><p>In Configuration > Billing > Recurring Invoices, you can enable the below checkbox. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2ZjUwY2QyLWU0NjEtNDI2Ny05ZTE5LWVhYmEwNjhkYWQ3YSJ9.9gO6e4EIAcSyt6Flj4c7I-1tO3c4PhucLOl385Zv2Dg" class="fr-fic fr-fil fr-dib" width="687" height="123"></p><p><strong><span style="font-size: 10pt;">Fig 8. Enabling quantity calculation</span></strong></p><p><br></p><p>When enabled, you can edit a line on a recurring invoice and choose to calculate the quantity based on licence or subscription count. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMTY0M2UzLTIzNWEtNGYwZS1hZjM1LTI4NmFlZDFmMGQwNiJ9.KqDAUX7OjP4HBh89hRSDDGH0xJZoj_Ia3hsveilwGWY" class="fr-fic fr-fil fr-dib" width="401" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 9. Calculate line quantity options</span></strong></p><p><br></p><p>In this example, if we select "Calculate quantity from Licence count on creation" a table will appear underneath to set the quantities.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NTUxMWU1LTg5OTQtNDVlYy1iMmUxLTQyMGMwMjc5YjViMSJ9.Ggw54cBvtLQnJryQ2UD9c0y3Pg4XSPtrC2cB9HwaSLM" width="1220" height="176" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; 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-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; width: 1222px; height: 176.011px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 10. Licence Quantities table</span></strong></p><p><br></p><p>Click "Add" on the right to add a quantity. In the popup, you can set a licence to link the quantity to. You can additionally set free or minimum quantities here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MTE5MjU2LWYzODYtNDkzNC1hNzVlLWU2M2JjYmY4OTBlNiJ9.NnNZ146WoLTpLNOKsXh4Gh5skquvkaSVJBWS2vkl6pY" class="fr-fic fr-fil fr-dib" width="709" height="679"></p><p><strong><span style="font-size: 10pt;">Fig 11. Setting a licence to base the quantity off</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If you would like to only bill for used licences ensure you check 'Only include assigned Licences in calculations' when configuring the quantity. This will ensure only licences assigned to assets are included in the quantity. </span></p><p><br></p><p>Save the popup, save the line, and then save the recurring invoice.</p><p><br></p><p><em><strong>Note: The quantity will show as "0" and/or not update until the recurring invoice is fully saved. </strong></em></p><p><br></p><p>After saving, the quantity will calculate on the line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MDJhYjA2LTQ1MWMtNDBkYy05NTIwLWZhNmViYmUwMTg3NSJ9.kfhZV8-vyxuDWAA_C9Wk6aC-JdeStfPpZyVayQMFRvY" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 190.942px;" height="191"></p><p><strong><span style="font-size: 10pt;">Fig 12. Quantity automatically set on the recurring invoice</span></strong></p><p><br></p><p>The count on the recurring invoice will also update once the count is changed on the licence/subscription the line is calculating from. If the licence count against the customer is increased to 11, the line will automatically update.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZDk3YmEyLTk0M2UtNGZmYi05YWU2LTQ4MTlmMjJiOTY2NyJ9.7zdxnatBNB7M6ym54llxFagB97Esi0stcHFUSEVxCvc" class="fr-fic fr-fil fr-dib" width="1195" height="205"></p><p><strong><span style="font-size: 10pt;">Fig 13. Quantity updating when licence count is changed</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Viewing Change History</span></strong></p><p>Within the licence/subscription, you can view its change history. This is helpful to see which agents/integrations changed what and when, such as when an agent increases the licence count. This can be particularly useful with the above billing method, as if a customer questions the price increase, you can show them exactly when the change was made.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliODIwNzZiLWZhMDYtNDhlNy1hZTJiLTFiM2ViYTg2NmU2OSJ9.G2DaSj4xGdUartmaqNZlrnJopN9A3lui4_Du84i-o28" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 264px;" height="264"></p><p><strong><span style="font-size: 10pt;">Fig 14. Change History tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Attachments</span></strong></p><p>Attachments can be added to licences and subscriptions in the corresponding tab. As with other attachment areas in Halo, you can either drag-and-drop files here or click to upload.</p><p><br></p><p>You may wish to store a PDF of terms and conditions for example, or the contract with your distributor.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwOTE0ZmVkLTlkMmItNDI0NS05YjBiLTQ5MjNkNDhiYTdjNyJ9.OoTSUC8mOkA5Gi4mm0Anxs0r__vEjH0NvYOVy2XJxwo" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 182.191px;" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 15. Attachments tab</span></strong></p><p><br></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Handling Licence & Subscription End Dates</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;">A large part of providing Licences and Subscriptions to your Customers is also handling the expiries. As mentioned earlier in this guide, you are able to set an End Date against Licences and Subscriptions when adding them to a Customer.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZDc2YjZiLTc5OWMtNDllMi1iZjkzLTliMTMzZjQ4ODMzNSJ9.0pQtctij4R60_Po7hnQQgzfXQhxuIvaPWI6IqfZ-10s" width="760" style="width: 762px; height: 560.642px;" height="561" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 16. Setting the End Date when adding Software Licences to a Customer</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">This field should be used for setting the Expiry of the Licences or Subscriptions, as this field can then be used as a trigger for Automated Tickets, allowing you to have a new Ticket generate whenever an End Date field is breached for a Licence or Subscription. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">Automated Tickets are essentially Ticket Templates that can be automatically triggered instead of having to be manually applied. For more information on how they work, please do visit this guide: <a href="https://usehalo.com/halopsa/guides/1484" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Automated Tickets</a>.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">To create a new Automated Ticket, navigate to Configuration > Tickets > Automated Tickets and select the "+ New" button in the top right corner. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4OThmMGMxLWZhMTYtNDgxNi05NDM5LWQ2ZWI2NzVmYzMyMCJ9.tFNvPjYBMEhMZUAcgNDmZMKb3PLaofrRRzRRUSqRvvY" width="966" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: none; text-align: left; height: 580.066px; width: 968px;" height="580" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 17. Creating a new Automated Ticket</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">Selecting this button will bring up the New Template screen on which you will have 4 configuration tabs - Details, Values, To-Do List, and Children. For details on the settings within each of these tabs, please do visit the main <a href="https://usehalo.com/halopsa/guides/1484" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Automated Tickets</a> guide.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">In the Details tab of the new Automated Ticket, I have set the criteria to be that a new Ticket should generate if a Software Licence's End Date is approaching within 30 days, and that this Ticket should generate against the main contact of the Customer. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4Yjk2YTBjLTY3YzAtNDRkZS1hZTE0LTJjOTUxODQ2ODk2ZSJ9.MGe20cPKY01dyE2q2MF4jS3Svsyj3EvgEuw8Q_U_8vc" width="981" style="width: 983px; height: 664.159px;" height="664" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 18. Configuring the trigger for an Automated Ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">In the Values tab of the Automated Ticket, I have set the Ticket Type to be used for these expiries, and the default summary and details of any newly created Ticket - I have set these using available variables so that it will be immediately clear which Licence is expiring and for whom. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiZTUwN2Q3LTBkYmMtNDI2Ni1hOWRjLWJhZDMwYjdkOTY2NSJ9.h64cWPEvD6cy_Q6pDhbaKqpap07BtjWXr8SWGUufyHs" width="805" style="width: 807px; height: 658.507px;" height="659" class="fr-fic fr-dii"></p><p><br></p><p><strong>Fig 19. Configuring the Values tab of an Automated Ticket for Licence End Date</strong></p><p><br></p><p><br></p><p>Once the new Automated Ticket is saved, it will generate a new Ticket every time the Criteria is met, you can see an example of one of these generations in Figure 20.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NTYyOGZhLThiNGQtNDdkNC05MmIxLTkyODkyMWJjYmQ0ZCJ9.OOT2B3At_PujrpvJFbJE08fgHo2aipKgH73VFnnJHNo" style="width: 1142px; height: 750.759px;" width="1646" height="1083" class="fr-fic fr-dii"></p><p><br></p><p><strong>Fig 20. A new Licence Expiry Ticket generated from Automated Ticket configured in Figures </strong></p><p><span style="font-size: 11pt;"></span></p><p><br></p><p><strong><em>Note: You cannot trigger Automated Tickets using the 'Expiry Date' field available to set when assigning a Licence or Subscription to Assets/Users. If you are using this field instead of the 'End Date' field to store your expiries then it is advisable to track the dates using a report. </em></strong></p><p></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>
