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</style><p><strong>In this Guide we will cover:</strong></p><p><strong>- What are Organisation Contracts/Agreements?</strong></p><p><strong>- How to create Organisation Contracts/Agreements</strong></p><p><strong>- How to use Organisation Contracts/Agreements</strong></p><p><strong>- Sending/renewing contracts</strong></p><p><br></p><p><br></p><p id="isPasted"><em><strong>Note: Throughout this guide and Halo the terms 'agreement' and 'contract' are used interchangeably. </strong></em></p><p><br></p><p>This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1975/" target="_blank" rel="noopener noreferrer">Creating an Agreement/Recurring Invoice for a customer</a>. </p><p><br></p><p>For information on supplier contract functionality check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2537/" id="isPasted" target="_blank" rel="noopener noreferrer">Supplier Agreements/Contracts</a>.</p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1843" id="isPasted" target="_blank" rel="noopener noreferrer">Agreements (Contracts)</a></li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Organisation Contracts/Agreements?</span></strong></p><p>Internal organisation Contracts/Agreements allow you define the service groups of users within your organisation(s) should receive. This can include the terms of service, response times, service hours, scheduled maintenance and resolution times agreed with the group of users. As well as automatically schedule recurring tasks, such as regular maintenance work. </p><p><br></p><p id="isPasted">Organisation Contracts/Agreements also allow you to override the service level agreement of a ticket based on the contract associated to the ticket. This is useful when you have groups of users or assets that need issues/requests resolving in a unique timeframe and the group of users/assets that require a unique SLA do no fall into an existing group. For example, users that work under a particular department (such as finance) may need a higher priority SLA than users in other departments, if the users working in finance are spread across multiple sites you cannot apply a site level SLA override. Instead you can create an internal agreement with the SLA these users need, then when the users under this contract log an issue the contract SLA will apply to the ticket. </p><p> </p><p>This provides a centralised point within your Halo instance containing information around the level of service agreed with different user groups in your organisation.</p><p><br></p><p><strong><span style="font-size: 14pt;">How to create Organisation Contracts/Agreements</span></strong></p><p>To create a new contract head to the contracts module > Organisation contracts > new. First select the organisation the contract is for, then complete the rest of the contract details such as the contract reference and start/end date. If you would like to track the agreed hours of service, and cost of these hours (for budgeting purposes) you can set this on the contract details too. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NTMzNmMwLTI4MjktNGI5OS1iMDZhLTc2NmJjYTcxMmMyZiJ9.v8zxYxgty8Se3vfMxyteAfX0JZLd7ZuyBLKfjAQhSZA" class="fr-fic fr-fil fr-dib" width="1320" style="width: 1322px; height: 737.739px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 1. Contract details</span></strong></p><p><br></p><p><strong>Next Call Date</strong> - Here you can set a date to next check-in or review the contract with the agreement contact, this is usually part of the way through the contract period. Automated tickets can be created based on this field to have a ticket create automatically a chosen number of days before the next call date to prompt agents to schedule this meeting. This is useful for scheduling service reviews with the users/agreement contact you are providing the service to to ensure they are satisfied with the current level of service they are receiving. </p><p><br></p><p>Once you have completed the contract details you can complete the contract settings, found under the 'settings' section of the 'Details' tab. </p><p><br></p><p><strong><span style="font-size: 12pt;">Contract settings</span></strong></p><p>Here, you can set the SLA that is used for tickets associated to this contract, as well as set who will be the contact for the contract along with the PDF used when the contact is sent out to users. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxZGUyNzJlLTFlYjMtNGIzMy04ODNiLTliZWZjN2RiNTQxOSJ9.i2kmY197QVWeAx4WeEynzUohKWFZk9mXgn2CayHIbag" class="fr-fic fr-fil fr-dib" width="1000" style="width: 1002px; height: 604.52px;" height="605"></p><p><strong><span style="font-size: 10pt;">Fig 2. Contract settings</span></strong></p><p><br></p><p><strong>Service Level Agreement</strong> - Here choose which service level agreement applies to users covered by this contract. Here you should choose the service level agreement agreed with the users. You will be able to choose from existing service level agreements in your instance, you may need to create a <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1927/" id="isPasted" target="_blank" rel="noopener noreferrer">new service level agreement</a> that is in line with the SLA being offered to the users under this contract. </p><p><br></p><p><strong>Do not charge for items issued on this Contract</strong> - Enable this setting if you would not like to bill for any items that are issued against tickets that are associated with this contract such as when an item is issued to replace or fix an issue a user has raised. If you are not using Halo's billing functionality enable this setting.</p><p><br></p><p><strong>PDF Template</strong> - Here you can choose the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2429/" id="isPasted" target="_blank" rel="noopener noreferrer">PDF template</a> that will be used when a PDF of the contract is generated. When sending the contract to users to sign a PDF copy containing the contract details will be sent, you can customise how this PDF looks using the contract PDF template. </p><p><br></p><p id="isPasted"><strong>Contract Email Addresses </strong>- Here, set the email address of the user that will be the contact for this contract. This user will be the main point of contact when reviewing/renewing the contract. </p><p> </p><p><strong><span style="font-size: 12pt;">Add users/assets</span></strong></p><p>Once the contract details are saved you can select which users and/or assets are covered by this contract, under the 'Assets' and 'Users' tabs. </p><p><br></p><p>When adding you will be able to choose from a list of users/assets in your instance, filters and search can be applied to the list to make selection easier. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZTUzZTQ0LWFlOTQtNDc1Yy1iZDQxLTViZjA4YTNhZTk5YSJ9.-WYMgYUEwesjYQegdJDXayDvlG2rT74s479hjIyxUHU" class="fr-fic fr-fil fr-dib" width="1571" style="width: 1573px; height: 508.715px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding users to a contract</span></strong></p><p><br></p><p>When adding users to a contract you will need to set the value these users hold. The value of each user will be totalled to calculate the 'total contract value' this gives an indication of how much business value the contract holds. When adding multiple users at a time the value entered will be per user, as shown in figure 5. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MjBiOGY1LTJmMmItNDRhNy05OTY1LWU0NmZkNGQ3Y2JkNSJ9.B3KZzIKm4STR6b9z79NTmsZrR_FSO0mluYidXdkIEIU" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 285.167px;" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting user value when adding to contract</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NzVkOTIwLTEyZjMtNDJmZC1iNTQzLTU5NzdmODZhYTBmZiJ9.iIBHPtUihmE0BPMfgeqG5-E674OrIjOBtt54FvJkR2g" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 426.347px;" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 5. Total contract value based on user value</span></strong></p><p><br></p><p>When adding assets to the contract these can also have a value assigned. Separate contract values will be calculated for assets and users. </p><p><br></p><p>New assets can also be created from within a contract using the button 'Bulk add new Assets'. When creating assets this way, the newly created assets will be added to this contract upon creation. When the 'Bulk add new Assets' button is used you will need to select how many assets to create and what asset type these assets should have. Once saved the asset tag will be automatically generated for each of the assets created. The contract value of the assets will also be populated automatically (as 0 by default). </p><p id="isPasted"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5ZmUxYjE5LWMyZmQtNDAxMC04NDI5LWQ5ZGUzNWEzZjRhOSJ9.zZM02FUWCp_-d2gRQEkMjxNX23xHYoBV_zu5o8RO1Yg" class="fr-fic fr-fil fr-dib" width="1415" style="width: 1417px; height: 526.266px;" height="526"></p><p><strong><span style="font-size: 10pt;">Fig 6. Add assets to a contract</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Associate Sites with the Contract</span></strong></p><p>Under the 'Associated sites' tab you can associate sites with this contract, you can choose from the sites under the organisation the contract is with. This is solely informational and does not restrict which sites the contract covers. </p><p><br></p><p><strong><span style="font-size: 12pt;">Add documents to the Contract</span></strong></p><p>Under the 'Documents' tab you can upload documents associated to the contract, such as contract terms and conditions, agreed statement of work, resolution target outlines etc. </p><p><br></p><p>This provides a central location to store and organise these documents for agent reference. Any documents uploaded here will not be appended to the PDF for this contract, but they can be downloaded from here and added as additional attachments when sending the contract off for signage. When a PDF is generated for the contract it will also be uploaded to the contract documents. </p><p><br></p><p><strong><span style="font-size: 12pt;">Associate a supplier Contract</span></strong></p><p>For reference purposes a supplier contact can be associated this this contract under the 'Supplier Contracts' tab. Useful if there are overlaps in the cover each contract provides, for example if assets used by users under this contract are covered by a separate supplier contract, unless they are out of warranty, in which case they are covered by this internal contract. Associating the contracts increases visibility therefore efficiency in the service agents provide. </p><p><br></p><p><strong><span style="font-size: 12pt;">Create scheduled tickets for the Contract</span></strong></p><p>If you have agreed to carry out recurring tasks such as scheduled maintenance as part of this agreement you can set up the schedule for this work to take place within the contract itself, under the 'Schedule' tab. </p><p><br></p><p>Here, you can create a series of schedules that will be linked to this contract. This will create tickets automatically on the schedule you define. Automating the creation and assignment of these tasks, when the task is due to be complete a ticket will appear in the relevant agent's queue prompting them to complete this work. </p><p><br></p><p>Create a schedule using the 'Create scheduled dates' button. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiNTU0YjQ1LTFhY2ItNDE3OC05OGQ4LThlYjk4NmMyMzMzYyJ9.0GAyhFUWHSA05lyGQcoZ9bUuC0Rhj4Bz_C2TmTloluM" class="fr-fic fr-fil fr-dib" width="1323" style="width: 1325px; height: 642.909px;" height="643"></p><p><strong><span style="font-size: 10pt;">Fig 7. Contract schedule setup</span></strong></p><p><br></p><p><strong><em>Note: Schedule Hours are only applicable if you are tracking (and billing for) the hours included in this contract. If you are not tracking this contracts hours for billing purposes, disregard the 'Schedule Hours' table on this page. </em></strong></p><p><br></p><p>When creating a schedule choose the subject of the ticket that will be created, the ticket type that will be created, who it will be assigned to, the working hours the schedule will take place in, then set the schedule. The schedule will determine when these tickets are created and how many are made.</p><p><br></p><p>For detailed information on how to configure contract schedules check out the 'Schedule Plan' section of <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1165/" target="_blank" rel="noopener noreferrer">Contract Schedule Functionality</a>. </p><p><br></p><p>Once the schedule is created you can send a summary of the outstanding scheduled tickets to a defined email list. This can be used to demonstrate contract compliance, by sending this summary to key contract contacts you are showing that agreed work/tasks have been scheduled already, providing users with the date for this work. </p><p><br></p><p>Set who you would like to send the scheduled work summary to in the 'Scheduled Email List' field, multiple emails can be entered here using a comma separated list. Then when you are ready to send to summary hit the 'Send Outstanding appointment Emails' button to send an email containing a summary. </p><p><br></p><p><strong><span style="font-size: 12pt;">Audit changes to the contract </span></strong></p><p>The 'Change History' tab is available against the contract. Here, you will be able to see a log of all the changes made to the contract, including what change was made, when this was made and by who. </p><p><br></p><p><strong><span style="font-size: 12pt;">Removing unused tabs</span></strong></p><p>The contracts feature contains lots of functionality around billing, therefore you may notice some additional setup tabs against your contract relating to billing functionality. If you are not using Halo to bill, typically if you are using HaloITSM, these tabs and configuration will not be needed and you can remove these from the contract to streamline the view. </p><p><br></p><p>The tabs you see against the contract can be customised using screen layout profiles. </p><p><br></p><p>To set these up head to configuration > advanced settings > screen layout profiles > set entity to be contracts > New > give the profile name and save. Once saved you can choose which tabs you would like to appear against the contract under the 'Tab Layout' tab by changing the tab layout to custom. If you are not using Halo's billing functionality remove the columns 'Pre-pay', 'Charge Rates' and 'Periodic History' along with any other tabs you are not using. </p><p><br></p><p>Remove a tab by selecting the pencil icon on the tab and setting the display to 'Hide'.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYzk1MGFkLTVlN2EtNDMwOS1hMGJhLTAwYzg1ZjdhMWIyNSJ9.p6vKFe6SEs8FcLEuboyTUPUkEuAWZxM2S8TUP8SpwCs" class="fr-fic fr-fil fr-dib" width="1188" style="width: 1190px; height: 738.195px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 8. Custom screen layout profile for contracts</span></strong></p><p><br></p><p>Now to apply this screen layout profile head to configuration > advanced settings and choose this profile in the 'Default Contract Details screen layout' field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNGUwN2YxLTY3MmMtNDFjOS1iNTUwLTBjNmQ5NWJjYzA4YiJ9.uTpNg__G2H13mGvFGXufFx_DceanCp1x2XykyJ6QAZk" class="fr-fic fr-fil fr-dib" width="541" style="width: 543px; height: 400.239px;" height="400"></p><p><strong><span style="font-size: 10pt;">Fig 9. Set default screen layout profile</span></strong></p><p><br></p><p>This will set the global default, by screen layout profiles can also be set per agent under the agent's preferences. </p><p><br></p><p><strong><span style="font-size: 14pt;">How to use Organisation Contracts/Agreements</span></strong></p><p>When using organisation contracts you will need to associate the contract the user or asset is covered by to the ticket. This is done using the 'Contract' ticket field. </p><p><br></p><p>Head to configuration > tickets > ticket type > select the ticket type you would like to apply contracts to (if there are multiple you will need to repeat this process for each ticket type) > field list > add the 'Contract' field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZDI0Y2ZiLTFjNTItNDliNS1hMDJmLWFkYjBhYjlkZGM0YiJ9.9XV-nYu6WeTJ0dT0aT0Qgpyx8JIA9wRQMqsksJlv7HI" class="fr-fic fr-fil fr-dib" width="773" style="width: 775px; height: 642.456px;" height="642"></p><p><strong><span style="font-size: 10pt;">Fig 10. Contract field against ticket type</span></strong></p><p><br></p><p>If you would like to hide this field from end users (recommended) edit the field after it has been added to the ticket type and set the 'End-User New Ticket/Ticket Details Screen Visibility' to be 'Not visible'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYTk5N2I5LTZkNjEtNDA4My04NTYyLWIyMWQ3ZjRmNmE5MiJ9.vizi7ra-WOG0GlDYopkv5hk4Dz40ES8xwHWpk-5kwek" class="fr-fic fr-fil fr-dib" width="474" style="width: 476px; height: 563.618px;" height="564"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set contract field to be hidden from end users</span></strong></p><p><br></p><p>Once added you will now be able to choose a contract to associate to the ticket when the ticket is logged (or after it is logged).</p><p>If set against a Ticket but "Contract" is not configured to show in the Field List, it will still show but only Administrators will be able to edit/update the Field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5ZmM2ZWUxLTg1NzctNGUxOC1hZTQwLWM2OGIyODdlZGM1NSJ9.KQv5HTLt2502xtixAI_V4Ff2g7-uLfqeKdtNL_LaUb8" class="fr-fic fr-fil fr-dib" width="1283" style="width: 1285px; height: 476.443px;" height="476"></p><p><strong><span style="font-size: 10pt;">Fig 12. Contract associated to ticket</span></strong></p><p><br></p><p>When a contract is associated with a ticket the SLA against the contract will override the current ticket SLA to ensure service is delivered in line with the contract. </p><p><br></p><p>If agents need to reference any aspects of the contract at any time they can select the contract against the ticket, this will take them to he contract details. </p><p><br></p><p><strong><span style="font-size: 14pt;">Sending and Renewing contracts<br></span></strong></p><p><strong><span style="font-size: 12pt;">Renewing Contracts</span></strong></p><p id="isPasted">When the contract comes to the end of its term you may wish to renew or re-negotiate the contract. Automated tickets can be set up in Halo to automatically notify you of a contract's upcoming renewal/expiry. This will result in a ticket automatically being created in your Halo a chosen number of days before the contract expires. </p><p><br></p><p id="isPasted">To set this up head to configuration > tickets > automated tickets > new. Here, you will need to set the criteria that needs to be met in order for this ticket to be created. Set the 'automation criteria' to be 'Contracts' (or 'Agreements') then in the criteria table choose what criteria the contract needs to meet for a ticket to be created. In the figure 13 example an automated ticket will be created each time a contract reaches 5 days before it's end date (the end date of a contract is set against the contract itself). </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlM2NjYTk5LTgzNDEtNDAyMi04NTM3LTBjNGNlZGJlYTE0YSJ9.4cu_t6tJzSNNZuBMW6zBs5EkyhaQR_zRROkO4gG98ls" class="fr-fic fr-fil fr-dib" width="1435" style="width: 1437px; height: 489.394px;" height="489"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 13. Automated ticket for contract expiry</span></strong></p><p><br></p><p id="isPasted">Note that this will create a ticket for all contracts that meet this criteria, not just supplier contracts, therefore, you may wish to add additional criteria to restrict which contract automated tickets are created for. This can be done using the 'contract type' criteria and setting the contract type against each contract, new contract types can be created under configuration > billing > contract types. </p><p><br></p><p>Then the rest of the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1484" target="_blank" rel="noopener noreferrer">automated ticket</a> can be configured in line with how you would like the created ticket to appear/what information you would like on this ticket. </p><p><br></p><p>Variables can be used in automated ticket fields to pull data from the contract that triggered their creation, for example $CONTRACTREF will pull through the reference of the contract that the automated ticket has been created for. For a full list of variables head to <a data-fr-linked="true" href="https://YOURHALOURL/variables">https://YOURHALOURL/variables</a>. </p><p><br></p><p>Now, when the contract comes up for renewal a ticket will be created to notify agents of this, prompting them to take action needed for renewal. Communications with the user(s) regarding renewal can take place on this raised ticket. Once renewal has been agreed the agent can navigate to the contract in Halo and use the 'Clone' button to create a copy of this contract, they will need to update the dates of the cloned contract in line with the new agreed period. From here they can make any other changes needed to the contract too. </p><p><br></p><p>Once the new contract is created a PDF of the contract can be sent of to the end user using the 'send' button. </p><p><br></p><p><strong><span style="font-size: 12pt;">Sending and Signing Contracts</span></strong></p><p>When a new contract is drafted this can be sent off to the contract contact for approval. Once the user has approved and signed the contract the contract PDF will update with the user's signature. For information on how to use and configure contract sending and signing check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2311/" target="_blank" rel="noopener noreferrer">Signing Contracts/Agreements</a>. </p><p><br></p>
