<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>- What is a Ticket Source?</strong></p><p><strong>- Adding to Columns and Lists</strong></p><p><strong>- Ticket Rule Criteria</strong></p><p><strong>- Setting Source by Actions</strong></p><p><strong>- Notifications</strong></p><p><strong>- Excluding/Ordering Ticket Sources</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a Ticket Source?</span></strong></p><p>Ticket source is a field that is automatically set to display where a ticket has been created from. For example, tickets logged via the call screen will have a source of "Manual - Phone", and some integrations will have their own ticket source added upon setup.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5NDIxYWI2LTc1NGUtNDcyNy04NGUzLTU5YzZhMjM4ZTg5NSJ9.lbGrZp2hYsiQuTs-HTPDpgL3AARatbD3HKclSU2tk_g" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 632.748px;" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 1. Source on a ticket raised from a call.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding to Columns and Lists</span></strong></p><p>Source can be added to a <a href="https://usehalo.com/haloitsm/guides/1936" target="_blank" rel="noopener noreferrer"><strong>column profile</strong></a> as below, allowing agents to filter and find tickets with a specific source. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwYjUzMjM5LTE1ZjEtNDExMy1hNDMxLTk5ZjBiMThjMGRmNyJ9.wrmDxqiJNS0P3AA3arRb1VB9XcwNTxASDyJ-HOTe-XM" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 275.938px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 2. Source in a column profile.</span></strong></p><p><br></p><p>If your agents wish to do this often, it can be beneficial to create a custom <a href="https://usehalo.com/haloitsm/guides/1934" target="_blank" rel="noopener noreferrer"><strong>list</strong></a>, and set the filter criteria based on "Ticket Source". This can be set to either include or exclude certain sources.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNjcwYTA1LWQwZDYtNDI2Yy04MTZiLTVlMDU2ZWE3Mzk2NyJ9.fRfyH5NL81k6ViQyl3ZVYzYXF-6TbfiLeLcHfOTpfYw" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 298.422px;" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 3. List with source filter.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Rule Criteria</span></strong></p><p>Ticket rules can also use source as a criteria. This can be useful such as in the example below, where alerts raised from N-Central could be easily routed to the correct team who work with them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkYmE2OGZiLTU0MzctNGY5Mi1iMmE4LTg5MTViMDljYzNjMSJ9.diJQPo-sFdFerhJ0tMtVd2ZS76tUGa2nCZi5fyj9DvI" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 260.28px;" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 4. Ticket rule with source criteria.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Source by Actions</span></strong></p><p>Source can be added to the field list of an action in Configuration > Tickets > Actions > Field List tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwNDQ5ZmYyLTY4MmUtNGZlYS1iM2RmLWU2NDY0OWYxZmM2MyJ9.Lgg5InPxUusVPrrnk1ra8Wh4bkZ8kebqfkKsDrIOkNQ" class="fr-fic fr-fil fr-dib" width="485" height="249"></p><p><strong><span style="font-size: 10pt;">Fig 5. Source in an action field list.</span></strong></p><p><br></p><p>When using the action, agents can change the source if needed. You may also wish to set this field to be read-only if it is intended as a quick reference whilst agents are completing actions on the ticket. For more information on how to edit field lists, check out the "<a href="https://usehalo.com/haloitsm/guides/1921" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a>" guide.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3OTg1YWUzLTY4OWQtNDQ3Zi04Y2QxLTNmNTQwMmU0MGVjMyJ9.uL3HqwF3kCmYrnvU0tpEucZ-Jt_90PfpcLWUkBOV6Ew" class="fr-fic fr-fil fr-dib" width="997" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 6. Source field on an action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Notifications</span></strong></p><p>Source can be used as criteria for a <a href="https://usehalo.com/haloitsm/guides/891" target="_blank" rel="noopener noreferrer"><strong>notification</strong></a>. In this example, new tickets logged by TrustPilot will notify subscribed agents. This will be useful to prompt them to respond to the review.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwMmRhMzk2LTExMGUtNGE1YS1hOWZhLTdjYzZmZDQ5OTA3YSJ9.UymOh5owkPjAqXZPAUZbV1hVEETvd0bqeE7Qq_b2YSo" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 514.782px;" height="515"></p><p><strong><span style="font-size: 10pt;">Fig 7. Source as a notification criteria.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Excluding/Ordering Ticket Sources</span></strong></p><p>Ticket sources can be excluded from use by making them inactive. Navigate to Configuration > Advanced Settings, and scroll to the very bottom where the "Lookup Codes" button is. </p><p><br></p><p>Upon clicking, a list of impact levels will be shown. In the entity in the top left, change this to "Request Source" to show a list of ticket sources. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmM2Y5MzBhLTQxZTItNDJlNC1hZjNjLWYzMmMyMDIwZmZlNCJ9.qbYYL8Mvn9HHvk6czyI5M0c3ey--QsoIT5aq933DRTM" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 368.806px;" height="369"></p><p><strong><span style="font-size: 10pt;">Fig 8. List of ticket sources.</span></strong></p><p><br></p><p>Click on one, and disable the "Active" checkbox to disable it.</p><p><br></p><p>Within the same area, you can also set an order for the ticket sources based on the "Sequence" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2NTEwNzNjLTVjMWYtNDQ1My1hYTliLThhMmJiMzQ0Njg5NSJ9.5wCyfyvybzYGZxfeABF64WliwQB8ik_NIzBTr_AdYOs" class="fr-fic fr-fil fr-dib" width="181" height="348"></p><p><strong><span style="font-size: 10pt;">Fig 9. Disabling a ticket source.</span></strong></p><p><br></p><p>That source will then be no longer available to be set within the field. If that source was previously set anywhere, these will then default to "Not set".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmYzIwNmExLThjOTUtNDczMS05M2M1LTFiMWJjZTFjZTE2MCJ9.eXC5bYT07l8E2ZXDxLfX0lPXkEXeXSZyHOhEvBjDAoc" class="fr-fic fr-fil fr-dib" width="246" height="111"></p><p><strong><span style="font-size: 10pt;">Fig 10. Unavailable ticket source.</span></strong></p>
