<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; 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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 id="isPasted"><strong>- What is a Recurring Invoice?</strong></p><p><strong>- Creation Periods in Recurring Invoices</strong></p><p><strong>- Example: Using Creation Period Variables on a Recurring Invoice</strong></p><p><strong>- Advanced Example: Invoicing Licences in Arrears but Support in Advance</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1356/" id="isPasted" target="_blank" rel="noopener noreferrer">Recurring Invoices</a></strong></li></ul><p><br></p><p>Creation Periods allow you to create Recurring Invoices for different type of charges, i.e invoicing in advance versus invoicing in arrears. Before discussing creation periods, it is important to first understand what recurring invoices are.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is a Recurring Invoice?</span></strong></p><p>A Recurring Invoice can be considered as a template for invoice creation. There are two primary components to this:</p><ul><li>Invoicing Schedule</li><li>Invoice Details</li></ul><p><span style="font-size: 12pt;"><strong>Invoicing Schedule</strong></span></p><p>When creating a Recurring Invoice, you&#39;ll notice an option to &#39;Set Schedule&#39;. If you do not add a schedule when creating the recurirng invoice, then you will be given a warning pop-up note when you click save:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZTNiZjIzLWMxZDktNDgwNi1iMjFlLWI1YzBkYWQ3MWI2NCJ9.d05eLkhTZO2oRxd6D3PXXmpDwJkTV4gOBQpMtvVCvfc" class="fr-fic fr-fil fr-dib" width="285" height="402"></p><p><strong><span style="font-size: 10pt;">Fig 1. &#39;Set Schedule&#39; option on a Recurring Invoice</span></strong></p><p><br></p><p>This is where you determine the dates that invoices will be created. If you wanted to set up a Recurring Invoice schedule to create Invoices at the start of each month, you would use similar options to the below:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4Y2MxMGYyLWM4NDItNDU2MS1hMjgwLTQzZTY3YzhlOThjZCJ9.7xvj7IxHKYC4dvyKb-URvjoPdpWctEysnDymz2MZFR8" class="fr-fic fr-fil fr-dib" width="824" height="770"></p><p><strong><span style="font-size: 10pt;">Fig 2. The Recurring Invoice Schedule Screen</span></strong></p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>Note in Fig 2 that the calendar has the 1st of August filled in blue - this calendar will show you the dates that invoices will be ready to be created, so it is always handy to flick through this calendar to ensure that invoices will be ready to be created when you expect.</em></strong></p><p><br></p><p>The schedule that you create will establish the <strong>Creation Dates</strong> for invoices. The last creation date does not need to be specified, if left blank, the recurring invoice will continue to create forever, based off of the configured schedule.</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted">You can also choose a day of the month to have the invoice created on, against the schedule. Useful if you would like the invoice to be created on a different day to the date the schedule begins. Or if you would like invoices to always be created on the 29th, 30th or 31st of the month, as not all months have this number of days. If one of these dates are chosen the invoice will create on this day, unless the month does not have that number of days, in which case the last date of that month will be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Invoice Details</span></strong></p><p>Once your schedule has been established, you&#39;ll want to add your recurring products onto your Recurring Invoice (you&#39;ll find some details on the types of recurring products you can add to recurring invoices in the worked example in this course). For the sake of this guide, we will focus on one specific aspect of adding recurring products to recurring invoices - $_variables. As mentioned, a Recurring Invoice is a template for invoice creation. As such, you are permitted to use $_variables in recurring invoice lines (similar to how you can use $_variables in email templates).&nbsp;</p><p><br></p><p>There are 2 primary variables to consider for the fundamentals of this guide:</p><ul><li>$_PeriodStartDate</li><li>$_PeriodEndDate</li></ul><p>To understand how to use these variables, we must first understand what a creation period is.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creation Periods in Recurring Invoices</span></strong></p><p>A creation period is simply the period of time between two invoices being created from a recurring invoice (based on the schedule that has been set). So if invoices are generated monthly, the creation period would be one month. Note that this does <strong>not</strong> include the date of next invoice creation. The specific dates that determine the creation period for a recurring invoice is based on the below option:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhZjk5YjExLWE2ZGQtNGEyZC1iMGE2LWI3YWJjZWJjMzQwMyJ9.Qo5mT2UHtC6MqPBgsNz6vaEYrVh1RWWR3XYeiOrq4fI" class="fr-fic fr-fil fr-dib" width="267" height="151"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting the Creation Period on a Recurring Invoice</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><strong>Previous Period</strong>- Will bill for the last period (now ended). For example, if I am billing on 01/12/2024 the invoice will be for the period 01/11/24-01/12/24</span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Current Period</strong>- Will bill for the period I am now in. For example, if I am billing on 01/12/2024 the invoice will be for the period 01/12/24-01/01/25</span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Next Period</strong>- Will bill in advance for the period that has not yet started. For example, if I am billing on 01/12/2024 the invoice will be for the period 01/01/25-01/01/25</span></p><p><br></p><p>Namely, if set to &#39;previous period&#39;, the creation period for an invoice will be from when the previous invoice was created up until (but not including) the date of next invoice creation. The &#39;Create invoices this many periods ahead&#39; global setting is found in Configuration&gt;Billing&gt;Recurring Invoices you can set the period you would like to bill for by default, this can of course be changed per recurring invoice, as shown in <strong>Fig 3</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNTVmNDgxLTg2ODAtNDgwYS1hMjcwLWVmZjhjNzEyNmJhNCJ9.8Z5mSUzx3ZblqFhF3uTgdMme0SlQcQ_YZOKLhJ5TE68" class="fr-fic fr-fil fr-dib" width="767" height="198"></p><p><strong><span style="font-size: 10pt;">Fig 4. The Global Setting for Invoice Creation</span></strong></p><p><br></p><p><em><strong>Note:</strong></em><strong><em>&nbsp;This will also work even if this is the first instance of an invoice being created.&nbsp;</em></strong></p><p><br></p><p>So this is where these variables come into play - you can use these variables, along with the above mentioned configuration, to display the period for which certain products/services are covered.</p><p><br></p><p><strong><span style="font-size: 14pt;">Example: Using Creation Period Variables on a Recurring Invoice</span></strong></p><p>In this example, we will create a monthly recurring invoice that is for licences billed in arrears. We will:</p><ul><li>Create a Recurring Invoice - with a schedule &amp; recurring products.</li><li>Set our &#39;Create Invoices this many periods ahead&#39;.</li><li>Apply our creation period variables.</li></ul><p><strong><span style="font-size: 12pt;">Creating the Recurring Invoice</span></strong></p><p>Head to the Invoices module, hover over new &#39;Top RHS&#39; &amp; Click &#39;New Recurring Invoice&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkZGUzNDczLTgyMjYtNGNmYi04NjdlLTYzMjQyMWM4N2YxNSJ9.JrL3vyPgQtm-7-iEBZpgdpUyYnmQJax-2AWIHwW_BnE" class="fr-fic fr-fil fr-dib" width="270" height="114"></p><p><strong><span style="font-size: 10pt;">Fig 5. The &#39;New Recurring Invoice&#39; Option</span></strong></p><p><br></p><p>Upon clicking this, you will be presented with the new Recurring Invoice screen. Pick the client you&#39;ll be invoicing &amp; set your schedule. For this example, I will use a similar schedule to that set above. Once I&#39;ve set my schedule, I will add my recurring products to my recurring invoice:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkODJjZjFlLTljMDctNDI0ZS04M2M1LTcxYzAzODljMDg3NCJ9.cdLhAiwcw_jVOlolez5bz7hYruZR2zt_hoC7RWbR4uc" class="fr-fic fr-fil fr-dib" width="1581" height="777"></p><p><strong><span style="font-size: 10pt;">Fig 6. The new Recurring Invoice Screen, with &#39;New Recurring Item&#39; option underlined</span></strong></p><p><br></p><p>By setting relevant quantities, per product:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZDcwMTM2LWE0ZDctNGU1NS1hOWQ1LWUwOTUyM2YyNTAzYiJ9.QdpgRvcquPqnbzpEbRGgUT1OAnHeH8RFHZ_6WVjslzU" class="fr-fic fr-fil fr-dib" width="1871" height="816"></p><p><strong><span style="font-size: 10pt;">Fig 7. Recurring Product Selection</span></strong></p><p><br></p><p>And clicking &#39;select&#39;. Notice that I specified my creation period as &#39;Previous Period&#39; (Bill in Arrears) &amp; hence my creation period is for the previous month:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiNWFmZTBjLWUzZGEtNGIwMy1hM2FiLTUxOTg0ZDkxNDExOSJ9.dDfqSPeektta6kzJTpnd7gmK8tKWLVbdfbADdLi3NgM" class="fr-fic fr-fil fr-dib" width="1568" height="663"></p><p><strong><span style="font-size: 10pt;">Fig 8. Recurring Invoice Schedule with (i) Previous Period(Bill in Arrears (0)) specified &amp; (ii) creation period returned</span></strong></p><p><br></p><p><strong>Applying Creation Period Variables</strong></p><p>To apply my creation period variables, all I have to do is edit my recurring invoice line (by clicking &#39;Edit&#39; on my Recurring Invoice &amp; then the Pencil to the right of the recurring invoice line) &amp; include my variables:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2OTg5NTA5LTAxZjQtNDJmOC04ZTA4LWFhNDM1MTU4N2VmYSJ9.NpY5E8-TLa-Lm3_ym68oDJ0DwbEMzd783r5E4KJwRow" class="fr-fic fr-fil fr-dib" width="729" height="418"></p><p><strong><span style="font-size: 10pt;">Fig 9. Editing Recurring Invoice line description to include creation period variables</span></strong></p><p><br></p><p><em><strong>Note:</strong><strong>&nbsp;You can default this onto every recurring product when being added to a recurring invoice via heading to Configuration&gt;Billing&gt;Invoice Creation</strong></em><em><strong>&nbsp;&amp; changing &#39;Recurring Item Description&#39; to the following:</strong></em></p><p><em><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1YmNkMzRlLTE5MTctNDYwOS04ZTRmLWI3YjhiNmIzMTRkNyJ9.tbYYCehFihk0KM-DsGxKn_dsCn22Napb7MJacZ-g8kY" class="fr-fic fr-fil fr-dib" width="543" height="232"></em><br></p><p><strong><span style="font-size: 10pt;">Fig 10. Global default for Recurring Invoice Line Description</span></strong></p><p><br></p><p>The long descriptions can be used on PDF&#39;s for the entity - Invoices. Now, once our schedule has been met for our recurring invoices &amp; invoices have been generated, these variables will be replaced with the creation period (in this case, the previous month):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkNjc5MGY1LTljZjUtNGQwZi1hN2NkLTQ4NzUzMmEyOWQwNSJ9.eQBNJyMXQtId0dU_v9lvAPKpZTkXihVuoApxGX2291w" class="fr-fic fr-fil fr-dib" width="525" height="139"></p><p><strong><span style="font-size: 10pt;">Fig 11. Creation Period Variables replaced with expected dates</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Advanced Example: Invoicing Licences in Arrears but Support in Advance</span></strong></p><p>Now we understand the basics of how to use creation periods on recurring invoices, lets take a look at some of the more advanced options around this feature. The above example allows us to return the period that products/services are covered. However, we may want to display <em>different</em> periods - per line - on a recurring invoice, based on the way products/services are billed. to facilitate this, we need to consider 4 additional $_variables:&nbsp;</p><ul><li>$_PreviousPeriodStartDate</li><li>$_PreviousPeriodEndDate</li><li>$_NextPeriodStartDate</li><li>$_NextPeriodEndDate</li></ul><p>A common scenario that comes up is &quot;My client has an Agreement with us where we invoice them for licences in arrears, but contracted support in advance - how can I handle this?&quot;. The solution requires us to make use of these additional creation period variables.</p><p>Lets say I want to create invoices on the 1st of each month &amp; detail on these invoices that licence fees are for the previous month, but the support charge is for the month we are in. For this, what we can do is:</p><ol><li>Create our Recurring Invoice, setting our schedule to have invoices created on the 1st of each month &amp; setting our &#39;create invoices this many periods in advance&#39; to 1 (billing in advance).</li><li>Use distinct $_variables in our recurring invoice lines to return the previous creation period (last month) &amp; creation period (this month).&nbsp;</li></ol><p>You can use the schedule configuration in <strong>Fig 2</strong> to specify invoices to be created on the 1st of each month &amp; set &#39;create invoices this many periods ahead&#39; to Current Period (billing in advance), so you should see something similar to:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZmRmYjhjLWU5ODYtNDYxNi1iODkyLTExMjI4ODk2OWMwMCJ9.B8F8PvJO1DXgG6wvY6unFea44VA9R_Iv-0gSNY53Zdw" class="fr-fic fr-fil fr-dib" width="273" height="419"></p><p><strong><span style="font-size: 10pt;">Fig 12. Recurring Invoice Schedule + Creation Period</span></strong></p><p><br></p><p>For my licence line, I want to specify that these are licences covered from July to August. In this example, I can use the $_PreviousPeriodStartDate and $_PeriodStartDate to return what I want. Click the pencil against your recurring invoice line to open the edit screen, &amp; amend your description as follows:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4OWMxMDhhLTEwNGUtNDI3NS04NjZjLWRjNTgzNzRjYmUyNCJ9.Q2ZhrWpm1YTOqXlVRNJbBq3jYmFQatjmHiWEdLFwb3A" class="fr-fic fr-fil fr-dib" width="869" height="357"></p><p><strong><span style="font-size: 10pt;">Fig 13. Editing Recurring Invoice Line Description</span></strong></p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>Note the &#39;{MM/yyyy}&#39; at the end of these variables. You have the option to edit the formatting of datetime $_variables (I&#39;m not concerned with showing the customer that licences are for the 1st of July to the 1st of August, only with showing them that these are licences for July until August).</em></strong></p><p><br></p><p>Follow a similar procedure for your Contract Support line, but use slightly different variables:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiNGM2MWZjLTQ0YjItNDUyNS04N2QwLTE4MzNiMTUxZTE0OCJ9.sD4VRTmVNY5jfh9k60DqPtsRY3zoGIugIRTr8GhnbsY" class="fr-fic fr-fil fr-dib" width="1137" height="1196"></p><p><strong><span style="font-size: 10pt;">Fig 14. Editing Recurring Invoice Line Description</span></strong></p><p><br></p><p>Notice how instead of going from Previous Period to Period, we are going from Period to Next Period. This will allow us to return on the invoice that support is covered from August until September. So, in total, we have something which looks like:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwOTRjMWRjLTc2YzgtNGUxYy04MDZkLTI0ZWJhMTI5NzFmMCJ9.6TtbWrEwqEgW2o-nbDY1S1CjmkrR-HCdnb_IVI8VB2A" class="fr-fic fr-fil fr-dib" width="1564" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 15. Example Recurring Invoice details</span></strong></p><p><br></p><p>When our schedule is met &amp; invoices are ready to be created from this Recurring Invoice, we will find that these variables are replaced with the dates we are looking for:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZmQ0MzZhLTBmZjktNDFhZi1hNzM5LTk4YmE1OTY2ZDM3MiJ9._i7AuD3eO3dMW-qL8wIcrI8ZbE-3d0cYg4JungL1wZA" class="fr-fic fr-fil fr-dib" width="528" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 16. Invoice Created from Recurring Invoice, with Variables Replaced Accordingly</span></strong></p><p><br></p><p>The &#39;date invoiced&#39; field, which is found in the &#39;Invoice Details&#39; section will correlate with the month and the year on the managed service charge line &#39;$PeriodStartDate&#39; as shown in <strong>Fig 14.</strong></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkNjk0ZmQ2LTQxMjEtNDAxNy05ODQ0LTI1MjZlMmQ2ZWFiZSJ9.8bqOt-_RYwB3mpK9DEbs2y-gEz24xlVfqvcOYs7bU3o" class="fr-fic fr-fil fr-dib" width="113" height="57"></strong></p><p><strong><span style="font-size: 10pt;">Fig 17. Date Invoice</span></strong></p>

<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>- How to have new leads automatically log lead/opportunity tickets</strong></p><p><strong>- How to Embed opportunity tickets into a website</strong></p><p><strong>- Using Opportunity Templates</strong></p><p><strong>- Configuring the Sales Flow for Project Sales Processes</strong></p><ul><li><strong>Configuring Actions for opportunity flow&nbsp;</strong></li><li><strong>&nbsp;Quotation approvals (agent approvals)</strong></li><li><strong>&nbsp;Keeping updated on quotation activity</strong></li><li><strong>The Opportunity Workflow</strong></li></ul><p><br></p><p>Our guide on opportunity workflows (<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2022/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>) covers how you can configure your opportunity workflow in line with your sales process. This guide will cover how you can configure your opportunity tickets for project opportunities, making use of opportunity templates to automate sales processes surrounding projects.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Have new leads automatically log lead/opportunity tickets</span></strong></p><p>To have emails from unknown addresses (potential customers) automatically log an opportunity ticket you will need a sales specific mailbox. To do this you can either use our sales mailbox functionality (<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1184/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>we have a guide on sales mailboxes here</strong></a>) or create a new (standard) mailbox which is used for sales queries only.&nbsp;</p><p><br></p><p>Once your mailbox is created set the &#39;Ticket Type for New Tickets created from this Mailbox&#39; to be your opportunity ticket type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYTMzNTdjLTUxZWYtNGNiZi1iNjA0LTM0OGYwZTNkOWNhOSJ9.IVnUi0m3GqgnelPU10JndgLXT44g6wXvmFnEMT3G3lk" class="fr-fic fr-fil fr-dib" width="580" style="width: 582px; height: 405.321px;" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 1. Default ticket type for sales queries</span></strong></p><p><br></p><p>Now, each time someone emails into this mailbox an opportunity ticket will be logged (unless the email matches a rule instructing it to log a different ticket type).&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Embed opportunity tickets into your website<br></span></strong></p><p>Alternatively you can embed an opportunity ticket into your company website so opportunities can be raised in Halo from here. To do this, head to configuration &gt; sales &gt; ticket types &gt; select your opportunity ticket type &gt; details, here you will need to ensure the settings highlighted in figure 2 are enabled.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MzMwOTE2LTM5ZDktNDNhMi05ZTMxLWEzNWM1MDJhMDExOSJ9.0vUNQrtspCoIsWW3WMAsqFNGksSw4SqQXUg9Y2pQH7U" class="fr-fic fr-fil fr-dib" width="664" style="width: 666px; height: 542.447px;" height="542"></p><p><strong><span style="font-size: 10pt;">Fig 2. Settings to allow anonymous access to the ticket type</span></strong></p><p><br></p><p>These settings need to be enabled to allow anonymous users (non-verified) users to be able to access and log this ticket type, as users logging a request through an external website will not be logged into Halo.&nbsp;</p><p><br></p><p>Now head to the &#39;Forms&#39; tab, the html under the section &#39;Anonymous access and Embeddable&#39; will need to be added to your website html body. You will also need to add your website domain to the &#39;Global CORS whitelist&#39; field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2ZjlkYTJlLWE4NGMtNDllNi1hNGIxLTFmODcwNzkwMjU1OCJ9.z23CSgykp0ZEw_HGO5yCoO8lVpu92ghEAxO5wCFkEQ0" class="fr-fic fr-fil fr-dib" width="1529" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 3. Anonymous access and Embeddable under ticket type</span></strong></p><p><br></p><p>If you are embedding the opportunity ticket ensure you have some contact fields against your opportunity ticket to ensure you will be able to contact the user. We already have some contact fields against the out-of-the box opportunity ticket type.&nbsp;</p><p><br></p><p>Once the ticket is embedded website users will be able to complete a form on your website (containing the fields against your opportunity ticket), when submitted this form will log a ticket in your Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Opportunity Templates</span></strong></p><p>To streamline the sales process for projects you can create an opportunity template for each project service you offer. Against each template you can set sales info (Statement of work, terms and conditions) and sales tasks (To-Do lists, child tickets) specific to a particular project. This allows you to set sales information specific to each project service you have, then when an opportunity for this project service arises the agent can select the corresponding template which will automatically apply all the sales information/tasks. This is useful when you offer various project services which require different sales processes and information as it saves the agent having to complete this information manually for each ticket.&nbsp;</p><p><br></p><p>To create a new opportunity template head to configuration &gt; sales &gt; templates &gt; new, here give the template a name and assign it to the group &#39;Opportunity templates&#39;. Set the &#39;System fields&#39; values for the template ensuring you set the &#39;Ticket Type&#39; to be your opportunity ticket type, but if you would like the rest of the values to remain the same as your opportunity ticket type you can leave these as not set.&nbsp;</p><p><br></p><p>Under the &#39;System fields&#39; section will be a section for each of your custom tabs. We have some tabs already set up out-of-the box for the opportunity ticket type, with some relevant fields. If you are using the out-of-the-box opportunity ticket there will be a section for &#39;Sales info&#39;, &#39;SOW&#39; (statement of work), &#39;Executive Summary&#39; and &#39;Terms and Conditions&#39;. Under each of these sections complete the fields in line with the project service this template relates to. For example, if the template will be used for laptop installation projects enter the statement of work used for laptop installations in the &#39;Statement Of Work&#39; field, this will ensure this statement of work is always used on opportunity tickets that use this template.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmM2YyZWM0LTQ2YmUtNDMwNC1iNWU4LWU2ZDA2YjU0Y2NhMSJ9.CjCcZu2mpl2kCUJGFsKJ77anjAkfXh4maGWcuUdT_1s" class="fr-fic fr-fil fr-dib" width="1143" style="width: 1145px; height: 693.241px;" height="693"></p><p><strong><span style="font-size: 10pt;">Fig 4. Tabs and fields against opportunity template</span></strong></p><p><br></p><p>As an alternative to setting the statement of work against the opportunity template, this can also be populated automatically using an agent&#39;s field selection, useful when your statement of works do not always consistently apply to the same project. For information on how to set this up see our guide on this <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2286" target="_blank" rel="noopener noreferrer"><strong>here.</strong></a></p><p><br></p><p>To add additional tabs to your opportunity tickets head to configuration &gt; custom &gt; objects &gt; custom tabs &gt; new, ensure the tab has type &#39;Fields&#39;. To add new fields to the tab edit a field against the opportunity ticket type and set the &#39;Tab&#39; to be the new tab you have just created (only custom fields can be assigned to a custom tab).&nbsp;</p><p><br></p><p>A To-Do list can also be configured for the template, this can be used when you have specific actions to carry out as part of your sales process for your project. Child tickets can also be configured against the template to do this as well. To-do list items are typically used as reminders for agents or quick checks/actions they need to complete e.g. checking stock. Child tickets are used when more in depth actions need to be carried out that you would like to have record of, such as completing a credit check against the customer.&nbsp;</p><p><br></p><p>Child tickets can also have approval processes configured against them, allowing you to have an approval process run separately to the parent (opportunity ticket) but perhaps not have the the workflow of the opportunity progress until this child ticket&#39;s approval process has been complete and the ticket closed. For more information on child tickets see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/966/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>If you are adding child tickets to your opportunity template you can either have the child tickets create as soon as this template is applied, or you can have them set to create after certain criteria is met using creation rules. To add creation rules use the &#39;+&#39; icon next to the child ticket in the table to add a new rule, then choose the condition that needs to be met in the radio list. In the figure 5 example I have set the child ticket &#39;Credit check&#39; to not be created until the action &#39;Claim&#39; is completed on the opportunity. This will ensure the child ticket is not created (and SLA timer does not start) until the opportunity has been assigned to an agent. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhNmIzZjUwLTdkZGEtNGRmZS1hN2NjLTJiNDVhNTZjYjIzMSJ9.b6TGYi4_Xfm1_dfPhgnOM_pTrVT_K1olJw9E6TJiqEo" class="fr-fic fr-fil fr-dib" width="1186" style="width: 1188px; height: 603.692px;" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 5. Child ticket with creation rule</span></strong></p><p><br></p><p>Attachments can also be added to the template, under the &#39;Attachments&#39; tab. This is useful if you have any documents that aid your agents in the sales process (e.g. FAQs around service X) as this allows you to provide your agents with project specific information within the ticket. Making this much more accessible for your agents.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring the Sales flow</span></strong></p><p>In this section we will run through how you can configure the workflow and actions for your opportunity to help you optimize your sales flow.&nbsp;</p><p><br></p><p>To make a new workflow head to configuration &gt; sales &gt; workflows &gt; new &gt; details tab. Here, give the workflow a name and set the number of stages you would like the flow to have, in the figure 6 example the workflow has 6 stages, named accordingly, you may want to add more/less stage depending on your sales process.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZjI0MjVkLTg5MGQtNDUzNC04YzY3LTk5MjU4ODkyOTk5OSJ9.3eWYfaGduOVaSTUE5vaGH3KBQeVlke_4vNHc75m-uuo" class="fr-fic fr-fil fr-dib" width="1160" style="width: 1162px; height: 699.149px;" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 6. Stages in an opportunity workflow</span></strong></p><p><br></p><p>Save this and head to the &#39;flow chart&#39; tab. You will need to create a step for each of your stages, when creating each step ensure you associate it to the appropriate stage using the &#39;stage&#39; field. You will see there is also an option to associate a &#39;Pipeline Stage&#39;, we will cover this later in this section. Once all your stages have been created add the actions you would like to be allowed at each step, we have various actions out-of-the-box with Halo that you can use in the opportunity flow however you may wish to configure your own actions as you can customise these to your needs. In the next section of this guide we will walk through some ways in which you can configure actions for key stages of your sales workflow.</p><p>&nbsp;</p><p>For information on creating custom fields to add to tickets/opportunities see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1938/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>, for more information on configuring actions see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1921/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. For more information on workflow configuration in general see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1922/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Qualifying the opportunity</span></strong></p><p>When qualifying an opportunity your agent will need to complete an action against the opportunity ticket storing the customer/opportunity details, you will need to make a new action to do this.&nbsp;</p><p><br></p><p>Head to configuration &gt; sales &gt; actions &gt; new, give your action an appropriate name, the &#39;system use&#39; of the action will need to remain as &#39;No system use&#39;. You may want to have the status of the opportunity ticket change after this action is complete, to do this set the &#39;Status After Action&#39; field to the status you would like the ticket to be (we do have a &#39;Qualified&#39; status) out of the box. If you would like the action to send an email (such as to notify the contact they have been qualified and a quote will soon be sent to them) set the &#39;Send an Email&#39; field to &#39;yes&#39; (under defaults tab). If your action is sending an email, to have a set template send out ensure you set an email template in the &#39;Email Template&#39; field.&nbsp;</p><p><br></p><p>Under the &#39;Field List&#39; tab ensure you add any fields you would like the agent to fill out when completing this action, example fields you may use against the action can be seen in figure 7.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxMTA1OTgxLWJjODQtNGY3YS04NTIyLWZhMzQwM2M1MDc4MCJ9.SY5ZhC4GDYCSppzIyZJUEnwfBb-5HPhHAI-9NGv_tH8" class="fr-fic fr-fil fr-dib" width="1253" style="width: 1255px; height: 619.417px;" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 7. Example field list against qualify action</span></strong></p><p><br></p><p>Once the opportunity is qualified you can begin scoping the project.</p><p><br></p><p><strong><span style="font-size: 12pt;">Scoping</span></strong></p><p>Typically the it is at the scoping stage the template is applied to the opportunity. At this stage the agent scopes the gravity of the service/request of the opportunity and can determine what project service this comes under.&nbsp;</p><p><br></p><p>A scoping action can be created for the agent to use during this stage. Head to configuration &gt; sales &gt; actions &gt; new to create a new action, call it something appropriate and leave the system use as &#39;no system use&#39;. You may want to have the status of the opportunity ticket change after this action is complete, to do this set the &#39;Status After Action&#39; field to the status you would like the ticket to be (we do have a &#39;Scoped&#39; status) out of the box. If you would like the action to send an email (such as to notify the contact they have been qualified and a quote will soon be sent to them) set the &#39;Send an Email&#39; field to &#39;yes&#39; (under defaults tab). If your action is sending an email, to have a set template send out ensure you set an email template in the &#39;Email Template&#39; field. If you would like the team the opportunity is assigned to to change after the project is scoped this can also be done under the &#39;defaults&#39; tab using the &#39;Default Team&#39; field.&nbsp;</p><p><br></p><p>Under the &#39;Field List&#39; tab ensure you add the &#39;Template&#39; field, this will allow the agent to apply an opportunity template to the ticket, ensure you make this field mandatory.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhOTg2OGFiLWIyN2QtNDU2ZC05ZDZhLWMzM2EwMjA1YjcyYSJ9.DKV2kxyijNTRlmSS0bFLpWNWTNtKoWk0P0NQv7ARUIg" class="fr-fic fr-fil fr-dib" width="466" style="width: 468px; height: 455.419px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 8. Make template field mandatory</span></strong></p><p><br></p><p>The agent can choose which template to apply as part of the scoping, if the agent deems the request would require a new laptop setup and installation they can choose the template that corresponds to this. Ensure you add any other fields to the field list for this action too, you may want to include the &#39;start date&#39; field to denote the proposed start date. An example action field list can be seen in figure 9.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczMzdjY2Q4LTYwNzQtNGQ1Zi05MzlhLWQ1MTY2ZDA4MzVhMSJ9.CrZvvYww8JnNy0BeBBjNTAPlQwd98svKtl-N5XFsad4" class="fr-fic fr-fil fr-dib" width="1018" style="width: 1020px; height: 471.398px;" height="471"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 9. Example field list for scoping action</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Raising a quote (negotiation stage)</span></strong></p><p>Once the project is scoped you can raise a quote for the potential customer. To raise a quote use an action with system use &#39;create quotation&#39; (we do have an out-of-the-box action called &#39;raise quote&#39; that does this). When used this will take the agent to the new quotation screen where they can enter the details of the quote, once the quote is saved the opportunity ticket and quote will be linked and the opportunity screen will re-open. Now against the opportunity ticket will be a link to the raised quote.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3MDcwMzNlLTFjNmQtNDUyZC1iYjY4LTUxZDA4YTIwZTMxNCJ9.udCg3jz3JISx7UhRfFBU6-5QzMqwNBrZCUr2k2u22-A" class="fr-fic fr-fil fr-dib" width="1450" style="width: 1452px; height: 532.844px;" height="533"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quote linked to opportunity</span></strong></p><p><br></p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;" id="isPasted"><strong>Adding products to the quotation:</strong></p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;">When completing the project sales process it is important to keep in mind how you would like the projects to be created once the opportunity is won as this will affect the sales flow. There are three main ways to raise a project ticket following an opportunity win:</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;">- Raise a project ticket from the opportunity using an action</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;">- Creating a project from the projects area&nbsp;</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;">- Raise a project ticket from the sales order&nbsp;</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; 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-align: left; 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;">If you would like to be able to raise a project ticket through a sales order you will need to ensure the products you are adding to your quote have the appropriate project template applied to them. See our guide on creating projects <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2028/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto;"><strong>here</strong></a> for more information on the ways project tickets can be created and how to configure this.</p><p><br></p><p><strong>Quote approvals (agent):</strong></p><p>At this stage you may want to send the quote off to the customer. However, agent quote approval can be set up to ensure quotes are reviewed by another agent before being sent to customers. This is useful if you complete a &#39;pre-sales check&#39; as part of your sales process as it allows a technical agent/team to review the quote (ensuring it is up to spec) before the sales agent can send this off to the customer.&nbsp;</p><p><br></p><p>First quotation approvals will need to be enabled, head to configuration &gt; quotations and enable &#39;Allow Quotations to be approved before being sent or Sales Orders created&#39; once enabled some additional configuration options will appear.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkOGUxZDNhLTg5MWYtNGRhMi1iYzE5LWM2YTgyNzM4OWRjNyJ9.OPo8hoGNw1ifEthnOIy2zBqGnJlR3_U8fUm-2lFhwDs" class="fr-fic fr-fil fr-dib" width="1316" style="width: 1318px; height: 493.545px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 11. Configuration options for agent quote approvals&nbsp;</span></strong></p><p><br></p><p><strong>Allow generation of PDF before approval</strong>- When enabled PDFs of quotes can be generated before the quote is approved. This will only need to be enabled if you require a PDF of the quote for another purpose before sending it to a customer.&nbsp;</p><p><strong>Use Opportunity/Ticket approval rather than simple approval for Quote approvals</strong> - When enabled ticket approval processes will be used to approve quotes rather than the simple quotation approval.&nbsp;</p><p><br></p><p><strong>Quote margin (%) to require approval&nbsp;</strong>- This determines which quotes will need to be approved. If a quote has a lower margin than the value sent here it will need to be approved.&nbsp;</p><p><strong>Quote discount on any line to require approval</strong> - This determines which quotes will need to be approved based on the discount of the line items. Allowing you to have approvals only implemented when a quote contains a discount.</p><p><strong>Quote discount total to require approval</strong> - This determines which quotes will need to be approved based on the total discount given to the quote. Allowing you to have approvals only implemented when a quote contains a discount.</p><p><strong>Ticket status after Quotations have been approved</strong> - This determines the status of the opportunity ticket after the quote has been approved. This allows you to take the ticket off SLA hold once the approval is complete so it can be actioned (it is recommended the status chosen here takes the ticket off SLA hold).&nbsp;</p><p><strong>Ticket status after Quotations have been rejected&nbsp;</strong>- &nbsp;This determines the status of the opportunity ticket after the quote has been rejected. This allows you to take the ticket off SLA hold once the approval is complete so it can be actioned (it is recommended the status chosen here takes the ticket off SLA hold).</p><p><br></p><p>For more information on setting up quote approvals see our dedicated guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2327" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>If using simple quotation approvals the agent will need to request approval for the quote within the quote itself. When the quote is submitted for approval the opportunity ticket will be placed into the &#39;awaiting approval&#39; status, by default this status will put the ticket on SLA hold (but this can be changed/customised). Once the quote is approved/rejected by the chosen agent the ticket will be moved into the configured status ready for further processing.&nbsp;</p><p style="margin-left: 20px;"><br></p><p><strong><span style="font-size: 12pt;">Sending Quote</span></strong></p><p>To send a quote out to the contact head into the quotation and use the &#39;send&#39; button. The quotation PDF can be customised to contain additional details from the opportunity ticket such as the terms and conditions, statement of work etc. If you would like information on how the quotation PDF can be customised see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1987" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><br></p><p><strong>Keeping updated on quote progress:</strong></p><p>To have the agent (assigned to the opportunity ticket) be notified when the user has viewed the quotation head to configuration &gt; quotations and enable &#39;Notify the agent when a quotation is viewed by the end-user&#39;. As of v2.232.1+, an additional option will show when this is selected, allowing you to prevent these notifications sending when the Quote is in a Closed status.</p><p><br></p><p>To have the agent (assigned to the opportunity ticket) be notified when the user has rejected the quotation head to configuration &gt; quotations and enable &#39;Notify the Agent after a Quote is Rejected&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4NmIxNmRiLWMxYjYtNGE5Yy04OWMxLWYwYmU4Yjk5NDljNCJ9.fcRUYZQnhrEoOo6eOXfXS3XypDKdEyd8Mi88SniE-yc" class="fr-fic fr-fil fr-dib" width="783" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 11. Agent quote notification settings&nbsp;</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Agents can also be kept updated using the status of the opportunity ticket. By default when a quote is accepted the opportunity ticket&#39;s status will change to &#39;accepted&#39; and if rejected it will change to opportunity ticket&#39;s status to &#39;rejected&#39;. Both these statuses will remove the ticket from SLA hold, making it visible in the agent&#39;s que. Notifications for agents and users can be configured based on these statuses. To configure this first create a ticket rule with the criteria shown in figure 12.&nbsp;</span></p><p><span style="font-size: 10pt;">&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmMjNlNDJkLTQyYTMtNDVmNS05ZjAzLWU3YzlmZjEzOTUzOSJ9.oR6aYca5rQapdpWpdrYZMRk89T4bN-MHYiGJkUHvD14" class="fr-fic fr-fil fr-dib" width="1166" style="width: 1168px; height: 632.488px;" height="632"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Ticket rule criteria</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Then scroll down to the &#39;notifications&#39; section of the rule and create the notification you would like to be sent out when this rule is matched. For information on how to configure notifications see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/891/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. This will result in this notification being sent each time an opportunity ticket has the &#39;approved&#39; status. Creating notification using tickets rules is more flexible than using the global settings as it allows you to have other agents/users be notified and add more criteria for the notification to send (e.g. only notify when particular customers accept a quote).&nbsp;</span></p><p><br></p><p>Notifying agents on the progress of quotations allows them to acts as quickly as possible in response to user activity. This improves user experience and helps avoid opportunity losses. &nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">The Opportunity Workflow</span></strong></p><p><strong><span style="font-size: 11pt;">Progressing the workflow based on agent activity:</span></strong></p><p>When creating each step in your workflow you will need to determine what conditions need to be met in order for the workflow to move on to the next stage.&nbsp;</p><p><br></p><p>To see the conditions workflow progress can be based on add to the actions table in the workflow step, conditions can be based on the action types in the &#39;Action Type to Configure at this Step&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2YjBhMzcyLTA3YTctNDdlZi1iODJkLWE3OWI4MjJlYjA2MiJ9.U4Mjq3E7fwrmvSADvpzY8dPTHSBlAHbBn9ronE5JtFE" class="fr-fic fr-fil fr-dib" width="557" height="368"></p><p><strong><span style="font-size: 10pt;">Fig 12. Action Type to Configure at this Step&nbsp;</span></strong></p><p><br></p><p>This can be based on an action, in the figure 13 example the workflow will move on when the action &#39;Qualify&#39; has been used. Ensuring the agent cannot scope or send a quote until the opportunity has been qualified.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4ODYxNzhiLTFhNmItNGVkZC04ZmNkLTY5Nzg5ZDU4NTFiNyJ9.JhDVvaTEzGQizrsj6GrSN0iCCoGMZ7zVwLUUU4PIeYE" class="fr-fic fr-fil fr-dib" width="1396" style="width: 1398px; height: 550.306px;" height="550"></p><p><strong><span style="font-size: 10pt;">Fig 13. Move workflow on when qualify action used</span></strong></p><p><br></p><p>This can also be based on all To-do list items being completed and a quote being sent, these conditions are useful for sales workflows.&nbsp;</p><p><br></p><p>The workflow progress can also be based on the quote approval outcome, moving the workflow to a particular stage based on whether the user approves or rejects the quote. We have a dedicated guide on setting up and using this process <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2360/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p><strong><span style="font-size: 11pt;">Override Conversion Probability at workflow step:</span></strong></p><p>The workflow can be used to have the conversion probability on the opportunity automatically change based on the stage of the workflow. For example, leads that have been qualified will have a higher conversion probability than brand new leads.&nbsp;</p><p><br></p><p>To do this enable the setting &#39;Override Conversion Probability When Arriving At This Step&#39; against the workflow step and enter the probability you would like the opportunity to have at this workflow stage. In the figure 13 example the opportunity will automatically be given an 100% conversion probability once the opportunity has reached the stage &#39;Opportunity won&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxMmY3MmM4LWM0MzAtNDk5Mi1iY2FjLTdkOTVkMTEwODI4NiJ9.8d5VFd1LARvZ23CCihFpATj68JqfatehoVOoXuiwfEQ" class="fr-fic fr-fil fr-dib" width="796" style="width: 798px; height: 295.802px;" height="296"></p><p><strong><span style="font-size: 10pt;">Fig 13. Override conversion probability&nbsp;</span></strong></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>

<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 are sensitive tickets?</strong></p><p><strong>- How to Mark a Ticket as Sensitive<br></strong></p><p><strong>- Who can see sensitive tickets?</strong></p><p><strong>- Reporting on sensitive Tickets</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Sensitive Tickets?</span></strong></p><p>Any ticket can be marked as being &#39;sensitive&#39;, doing this will restrict who can see this ticket, both in the end user portal and the agent application. This is useful when tickets are being logged containing sensitive data, such as tickets containing confidential business information, or legal issues.&nbsp;</p><p><br></p><p>This allows you to grant users the appropriate web access level while having tickets with sensitive/confidential data hidden. Useful when you would like to grant a user permission to see all the tickets at a chosen site/customer but would not like them to see selected tickets.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Mark a Ticket as Sensitive</span></strong></p><p>To be able to mark a ticket as being sensitive you will need to add the &#39;Is Sensitive&#39; checkbox to the ticket type. To do this head to configuration &gt; tickets &gt; ticket types &gt; select a ticket type &gt; field list &gt; add &#39;Is Sensitive&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1Y2QxMDhmLTg2YmYtNDU1MS1hZWQwLTlkZWM1YjA5YWI5ZSJ9.O_Bb_IJVz1SO2w1EoO8Jg87L2hTQYttrRAWY8b7cnp4" class="fr-fic fr-fil fr-dib" width="716" style="width: 718px; height: 665.274px;" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 1. Is sensitive field</span></strong></p><p><br></p><p>Once, added this checkbox will be visible under the ticket details (for tickets with this type). Checking this box will mark the ticket as sensitive.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwNjFmM2Y3LTdmMjYtNDQ0NS04NTAzLWI0NDNjMWUwY2U5MCJ9.uuc7-IKbr5s94OWMhDG-afyuWtuGMVQYGZ2MRD78vX4" class="fr-fic fr-fil fr-dib" width="1098" style="width: 1100px; height: 745.996px;" height="746"></p><p><strong><span style="font-size: 10pt;">Fig 2. Marking ticket as sensitive</span></strong></p><p><br></p><p><strong><em>Note: This is an agent only field, so this field will not appear for end users when they are logging tickets through the portal, this will only appear, and be editable, for agents.&nbsp;</em></strong></p><p><br></p><p>The agents that can see and set this field can also be configured, e.g. only have senior HR agents be able to set which tickets are sensitive. To do this edit the field against the ticket type, here you can restrict which agents can see/edit this based on agent roles. In the figure 3 example only the agents with the &#39;Senior HR&#39; role will be able to read this field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4Y2I4YWUwLWE0NzUtNGExYi05NzEwLTM5M2ZlMGVkNjAxNCJ9.HofctRNxYG87lac5IODUUNOJ6DfUCKyaWqpVlrMBDI4" class="fr-fic fr-fil fr-dib" width="559" style="width: 561px; height: 641.143px;" height="641"></p><p><strong><span style="font-size: 10pt;">&nbsp;Fig 3. Role restrictions for &#39;Is sensitive&#39; field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Who can see sensitive tickets?</span></strong></p><p>When a ticket is marked as sensitive only the end user of the ticket will be able to see this in the portal. Other users, regardless of their web access level or being followers, will not be able to see this ticket in the portal.&nbsp;</p><p><br></p><p>By default, agent access to sensitive tickets will not be restricted. However, you can restrict which agents can access sensitive tickets too.&nbsp;</p><p><br></p><p>Agent&#39;s access to sensitive tickets can be determined by the global setting &#39;Sensitive Ticket restrictions&#39;, found under Configuration &gt; Tickets &gt; General Settings. <strong><em>Note: User access will always be only the assigned user irrespective of the dropdown option.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2NTdhZTRlLTMzNGEtNDc3Yi1iZTgxLTRhNjc1OWRkZWUzMiJ9.bN7sOW3iEh7IAQNclf99xQz6oJ2yQEfV5doIwqR0E1Y" class="fr-fic fr-fil fr-dib" width="820" style="width: 822px; height: 468.412px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 4. Sensitive ticket restrictions setting</span></strong></p><p><br></p><p><strong>Users: Assigned User only II Agents: All</strong> - When a ticket is marked as sensitive the agents that can see the ticket will be determined by usual agent ticket restrictions/permissions.&nbsp;</p><p><strong>Users: Assigned User only II Agents: Assigned Team&nbsp;</strong>- When a ticket is marked as sensitive only the agents in the team the ticket is assigned to will be able to see the ticket.</p><p><strong>Users: Assigned User only II Agents: Assigned Agent (Team if unassigned)&nbsp;</strong>- When a ticket is marked as sensitive, only the agent who is assigned the ticket will be able to see the ticket. If the ticket is &#39;unassigned&#39; all agents in the team the ticket is assigned to will be able to see the ticket.&nbsp;</p><p data-pasted="true"><strong>Users: Assigned User only II Agents: Assigned Team, Ticket followers, and Additional Agents</strong> - When a ticket is marked as sensitive only the agents in the team the ticket is assigned to, any agents following the ticket and any additional agents assigned to the ticket will be able to see the ticket.</p><p data-pasted="true"><strong>Users: Assigned User only II Agents: Assigned Agent (Team if unassigned), Ticket followers, and Additional Agents&nbsp;</strong>- When a ticket is marked as sensitive, only the agent who is assigned the ticket, any agents following the ticket and any additional agents assigned to the ticket will be able to see the ticket. If the ticket is &#39;unassigned&#39; all agents in the team the ticket is assigned to will be able to see the ticket.&nbsp;</p><p><br></p><p>For all options chosen, only the user assigned to the ticket (or following the ticket) will be able to see the ticket on the portal.&nbsp;</p><p><br></p><p><strong><em>Note: Adding restrictions here (selecting an option other than allowing all agents to see the ticket) will impact the loading times of tickets as more checks will need to be completed.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Sensitive tickets</span></strong></p><p>As sensitive tickets can contain confidential and sensitive data it is important to keep in mind when these tickets will be included in report data. Particularly useful to note if you have public dashboards containing ticket data, or if you allow many agents access to the reporting suite. Any tickets that are marked as sensitive will not be reported on when agents create reports using the query builder. However, they will be returned when creating reporting using SQL queries. For more information on restricting agents&#39; access to reporting check out our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2270/" id="isPasted" target="_blank" rel="noopener noreferrer">Restricting Agent Reporting Access</a>.&nbsp;</p>

<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><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>- All To-Do list items completed</strong></p><p><strong>- To-Do list group completed</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer">Workflows</a></strong></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1780/" target="_blank" rel="noopener noreferrer">To-Do Lists</a></li></ul><p><br></p><p id="isPasted">To-Do lists and To-Do list groups can be used as a trigger to move to another workflow step. In Configuration &gt; Tickets &gt; Workflows, select the workflow you wish to add the automation to.</p><p><br></p><p><strong><em>Note: These automations will only check whether the To-Do is complete when on the stage with the action. If the To-Do list/group is completed in a previous stage, it will not check these rules. Unchecking and rechecking a box will trigger this if needed.</em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>All To-Do list items completed</strong></span></p><p id="isPasted">The first of the two automations for to-do list is if the entire to-do list is completed. In the workflow in <strong>Fig 1</strong> below, this is set to move the workflow to the next step upon completion.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNWQ3ZTBhLWJkYmMtNDkyZS04ZGQxLTk4MDYzYzhkMTE0YSJ9.iNvYhshWhi-pSODYEigsxBXlki8qKZ4h1RqieguJLMo" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 434.957px;" height="435"></p><p><strong><span style="font-size: 10pt;">Fig 1. Workflow with All To-Do list items completed action</span></strong></p><p><br></p><p>This action has been added under the step of the workflow within the action table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5YzE2ZGVkLTY1NWMtNGQ0ZS05NzZhLWFjZGRmZmZmNTRiNyJ9.nWaNpRpe9mq8HRq9Ml6r3zlUdBBW5AtSuf57yzoJpqM" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 174.123px;" height="174"></p><p><strong><span style="font-size: 10pt;">Fig 2. All To-Do list items completed in the Actions area of a step.</span></strong></p><p><br></p><p>I can then progress my ticket to the stage with this action, like in <strong>Fig 3</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlOTJiOTkyLTgzYTItNGQ3ZS1iZmVlLWE5NzljMTgwYmY1NSJ9.Fx6ifOIRAPs4wSpxUbol9HeyNMxB4Wy5RTEdmlx-rOw" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 564.936px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 3. Ticket on the Scheduling stage with an uncompleted To-Do list.</span></strong></p><p><br></p><p>Once I complete each item on my To-Do list, it moves my workflow to the next stage.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5NjdhZGNkLTAyOGQtNGZmMi04MWM4LTQ5NmZjZGUwY2E2YyJ9.QFuZEMVfVFE7kcJWJNV-qtlqC7wbJctsCd0aeyRD3EA" class="fr-fic fr-fil fr-dib" width="958" style="width: 960px; height: 558.557px;" height="559"></p><p><strong><span style="font-size: 10pt;">Fig 4. Ticket on the next stage after To-Do list is complete.</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">To-Do list group completed</span></strong></p><p>The second option is using To-Do list groups as the trigger for the workflow.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlZDg1ZmU0LTg4MTItNDE0Yy05YTQ3LTJjYjRlNGIxMWUxZSJ9.zLDVh50GKYhEQBEsbhqeXExKziIKLvyykqiu3FzWhg0" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 432.443px;" height="432"></p><p><strong><span style="font-size: 10pt;">Fig 5. To-Do list group completed action on a workflow.</span></strong></p><p><br></p><p>This can be added into the Actions table of the workflow step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmYTAxMTdkLWVmZGItNDA1OS1iMWMwLTY3OWJmOGZmOTMyZiJ9.I18WkQlwBuo43vzADhCFoSDEaRKfXEjCv7O2UXXkGqk" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 171.468px;" height="171"></p><p><strong><span style="font-size: 10pt;">Fig 6. To-Do list group completed in the Actions table.</span></strong></p><p><br></p><p>The To-Do list group this is based on is set when setting the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkZjBjM2I1LTY1ZmYtNGIyNC05MWViLWIzMzlhNTgwOWRiYiJ9.zZjpvVP2ePxM62jyEP6Y8YMnTncDGjh8aR9c6Pqbibk" class="fr-fic fr-fil fr-dib" width="688" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 7. To-Do List Group setting.</span></strong></p><p><br></p><p>To-Do list groups can be created in Configuration &gt; Tickets &gt; General Settings &gt; To-Do List Groups.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmYjJhMzkzLTIyNzMtNDNjMi1iNDZiLWFlMWVhM2JlNmUxMiJ9.JcHI-oXT9xH757wpAhZAoQDIYScOUnf3--PbQvNz6-c" class="fr-fic fr-fil fr-dib" width="452" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 8. To-Do list group.</span></strong></p><p><br></p><p>On the ticket, completing that To-Do list group will move the workflow on like in <strong>Fig 9 and 10</strong>. Tasks &quot;4&quot;, &quot;5&quot; and &quot;6&quot; are ad-hoc ones I have added, and do not need to be completed for the workflow to move on as they are not part of the group. Even though task &quot;6&quot; is incomplete, the workflow still moved.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlZGJmOWI2LWNjNGYtNDA5NC1hMjY1LWY1MDExYWQ5YzlmOCJ9.auyjCz-Q4CHFXhtGvlTjZ1f8GvbyH0Jr3rOcuyuiTuA" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 582.893px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 9. To-Do list group on a To-Do list on a ticket.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxOWFiNjlhLTMzMTktNDg3OC05MGZlLTEwM2Y5MmFkYTNlYiJ9.5x0UqsfJsQI3UvsPfTO9PQuyOtTR-M7iFzPSI5VEpAM" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 581.957px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 10. To-Do list group completed and workflow moved on.</span></strong></p><p><br></p>

<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><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</strong><strong>&nbsp;this guide we will cover:</strong></p><p data-pasted="true"><strong>- What are Recurring Invoice Reviews?</strong></p><p><strong>- How to Mark Recurring Invoice Lines as Requiring Review</strong></p><p><strong>- Reviewing Lines</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Recurring Invoice Reviews?</span></strong></p><p>Recurring Invoice Reviews allow you to prevent invoices from being generated from a recurring invoices until selected lines of the recurring invoice have been reviewed. Useful when using automated pricing and/or quantity methods for recurring invoice lines as this prompts you to check the price/quantity of the line for the period is correct before an invoice is created and the customer billed. Ensuring no invoices are created with incorrect pricing/quantities.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Mark Recurring Invoice Lines as Requiring Review</span></strong></p><p>To mark a line as requiring review, edit the line on the recurring invoice, head to the &quot;Review&quot; section and enable &quot;Review Required&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNjJmNzAwLWMxZjEtNDhlYy1iMTczLTU5OGE4MWY2ZWFjMiJ9.fpCzkCMQ7xDafZM9gr3MbjEo47NGQvQchd69GHPK8AU" class="fr-fic fr-fil fr-dib" width="1890" style="width: 1892px; height: 646.383px;" height="646"></p><p><strong><span style="font-size: 10pt;">Fig 1. Mark an invoice line as requiring review</span></strong></p><p><br></p><p>Now, the recurring invoice will not appear in the ready for invoicing area until this line has been reviewed for the next billing period.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Reviewing Lines</span></strong></p><p>Any recurring invoices that contain lines requiring approval will appear in the &quot;Review Required&quot; section of the Recurring Invoices area of the Invoices module.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5M2E2ZGNlLTIzNWEtNDAwMC05NzBlLWFjZmQ2YTA4Y2RiNSJ9.jRX_oL2urFsq6ngS9KguBlg5vmxQc_zUxdpRH3N64BY" class="fr-fic fr-fil fr-dib" width="2034" style="width: 2036px; height: 607.928px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 2. Review Required section</span></strong></p><p><br></p><p>To review, click into the recurring invoice. Lines requiring approval can be identified using the &quot;Reviewed&quot; column. In the Figure 3 example, we can see only one line requires approval.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMzUxZmQ0LTFmYTctNDExMS1hYmU2LWIzZmI1ODE5NWFlNyJ9.PagDrR3_dBe0qFlQEhzf1zmzvog6qcLsiegSMVjQ6R0" class="fr-fic fr-fil fr-dib" width="1513" style="width: 1515px; height: 865.941px;" height="866"></p><p><strong><span style="font-size: 10pt;">Fig 3. Recurring invoice line requiring approval</span></strong></p><p><br></p><p>To approve, simply edit the line and check &quot;Reviewed&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZTkzYzE4LWRhNGYtNDdlOC05NjE1LTA3MTU0ZDFhOGJkNCJ9.EZzTP9R0erVlUThvBj-HdO14leSUXBoeL0ZYNuaVvBo" class="fr-fic fr-fil fr-dib" width="1910" style="width: 1912px; height: 738.64px;" height="739"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Review recurring invoice line</span></strong></p><p><br></p><p data-pasted="true">From v2.244+, you can bulk select the Recurring Invoices in the &quot;Review Required&quot; section using the checkboxes, and mark all selected as reviewed.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlY2QwZDE0LTNjOTAtNDFlMC04YTVmLWJiNTQ5M2QyYWQxNSJ9.UbiN0AsjxYUDTwbAupD5yOutLGRAIHReBojgVJsBZv8" width="1605" height="451" 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: 1607px; height: 450.764px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 5. Review recurring invoice lines in bulk&nbsp;</span></strong></p><p><br></p><p><strong><em>Note: These methods will review the line for the next billing period only.&nbsp;</em></strong></p><p><br></p><p>Once all the lines requiring review have been reviewed, the recurring invoice will be removed from the &quot;Review Required&quot; area and will show in ready for invoicing. At which point an invoice can then be generated.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0OTI0NTgyLTNmNWMtNDNjNS1iNWUzLWE4YThhYzE1MWY0NyJ9.fmq1eOb14NrGg2B1YV99_ntCcqNVqwVF3GYhNPWIxPQ" class="fr-fic fr-fil fr-dib" width="1952" style="width: 1954px; height: 929.732px;" height="930"></p><p><strong><span style="font-size: 10pt;">Fig 6. Recurring Invoice in Ready for Invoicing</span></strong></p><p><br></p><p>After the an invoice has been created for the next billing period (in this example 01/03/26-31/03/26) the line will be un-marked as being reviewed and the recurring invoice will re-appear in the &quot;Review Required&quot; area. This is so it is ready to be reviewed for the next billing period (in this example 01/04/26-30/04/26)</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViZTA5Yjc3LTQ0NjEtNDlkMy04MzE1LWE5NzhlNzU3YzI2ZiJ9.stXqwnpskiaRiaVu7csnOfgGLYNWPFRrHUB6WUcdXmM" class="fr-fic fr-fil fr-dib" width="2104" style="width: 2106px; height: 482.502px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 7. Recurring invoice Ready for be reviewed for next billing period</span></strong></p><p><br></p><p>Now, your team can come into the &quot;Review Required&quot; section before invoices area created, and systematically check the price/quantity of selected recurring invoices lines before invoices are created.&nbsp;</p><p><br></p><p><br></p>

<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><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>- Creating the Ticket Type</strong></p><p><strong>-&nbsp;</strong><strong>Priority Field</strong></p><p><strong>- Configure the Menu Button</strong></p><p><strong>- Menu Button List</strong></p><p><strong>- New Form Screen</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a>&nbsp;</li><li><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><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/2432" target="_blank" rel="noopener noreferrer"><strong>Service Catalogue</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Creating the Ticket Type</strong></span></p><p>When tickets are raised by agents in (or by end-users on the Self-Service Portal) you are going to want to ensure that all of the relevant information is included right from the beginning, as to avoid any unnecessary back and forth.</p><p><br></p><p>In this example, we will look at creating a new menu button on our Self Service Portal that will have the use of allowing end-users to raise a Service Request. We will cover core Portal and ticket type configuration to achieve this.</p><p><br></p><p>As the desired outcome is to allow end-users to log Service Requests, we must first ensure the configuration of our Service Request is appropriately set. We will first want to ensure end-users can in fact log service requests:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MjEyZDdjLWM5Y2ItNDM0Zi1iMDFiLWMyYjczMmNiMjNiMCJ9.5Ke4fwu9y-JcthH4i-0JcPnR6QSrulZ5kJuv5dz5_KU" class="fr-fic fr-fil fr-dib" width="642" height="754"></p><p><strong><span style="font-size: 10pt;">Fig 1. Configuration &gt; Tickets &gt; Ticket Types &gt; Service Request</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Priority Field</span></strong></p><p id="isPasted">And then to ensure that our end-users only see the relevant fields when logging a service request.</p><p><br></p><p>I have included a &#39;Priority&#39; field in my Service Request ticket type (Configuration &gt; Tickets &gt; Ticket Types &gt; Service Request) field list tab that I do not want the end-user to be able to interact with, so I simply edit the field as to ensure the end-user cannot see this field when they are logging a Service Request:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiMTlhY2VmLWZiMzgtNGM4MC1iMGZlLTQ2Yzc5ZGFiYjJmNSJ9.FLx8_irKfiiro9O9MdekR7Icznos-rg3uJzSsyn26jE" class="fr-fic fr-fil fr-dib" width="504" height="243"></p><p><strong><span style="font-size: 10pt;">Fig 2. Field options for the &#39;Priority&#39; field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure the Menu Button</span></strong></p><p>Now we have verified our Service Request can be raised by end-users and returns a form listing only the fields we want the end-user to input data into, let&#39;s go ahead and create the associated menu button on the portal.</p><p><br></p><p>Heading to Configuration &gt; Self-Service Portal and creating a new menu button of function &#39;Log a new Ticket of a present Type&#39; and selecting Service Request:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3Y2FjYTRiLTVkOWQtNGRlYy1iMTZlLTBkNTk0NWY0ZDA2NyJ9.7BqtUB3pRKUhYXjEWdeij_6gfkBeiiH8t9wxp5fntGc" class="fr-fic fr-fil fr-dib" width="632" height="1122"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMTg2NGJhLTFiNGItNGI5ZC04MzAwLTI1ZTc2M2QxYTk0YiJ9.jDIilwBEvv9N6BAk2AH4SVPbl1Q5IXBvA0leKOA3KtM" class="fr-fic fr-fil fr-dib" width="657" height="728"></p><p><strong><span style="font-size: 10pt;">Fig 3. Menu button options for our new function</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Menu Button List</span></strong></p><p>This will allow end users to then raise a Service Request, I placed the menu button third on the list in Configuration &gt; Self Service Portal &gt; *Menu Buttons List* so that it would appear as second on the menu buttons, the home button is not present on the list, therefore my &quot;New Ticket&quot; button will appear 2nd on the list of buttons:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxMzAyZjcxLWNmZWUtNDk3YS04YjVjLTE2MzllNjkxMjQyMSJ9.vXlvAa3ipw9Mcq5AIA8Ke6cEoOBrj50oLHN9z-u4K3g" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 563.134px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 4. Menu Buttons in Configuration &gt; Self Service Portal</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyOWZkMWY0LWY1MzItNDY3Yy04NWNkLTZlNzEwNDBkMmVkYyJ9.4scEyewveaXolUxOJpk88idBkfyczHW3Xil1AqSa7ho" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 203.505px;" height="204"></p><p><strong><span style="font-size: 10pt;">Fig 5. Newly created menu button</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">New Form Screen</span></strong></p><p>The ticket form users are presented with is composed of all fields whereby &#39;End-user new ticket screen&#39; visibility is provided (<strong>Fig 2</strong>).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiN2FjM2ZmLTI5ZjQtNDFiMy04MjM4LTM1NDM1YTRhMWU0YyJ9.-wNOjSLYhbU6zmwYj0nQfiix046RD73cK3eXL2v92dM" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 314.814px;" height="315"></p><p><strong><span style="font-size: 10pt;">Fig 6. New Service Request Screen</span></strong></p>

<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><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><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Head of the Users default Department</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong></span><strong><span style="font-size: 11pt;">Create an Approval Process for The Users Manager to Approve</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Head of the Users default Department</span></strong></p><p>Should the End-User be part of a Department, the member of that Department that is marked as the Head of Department will be used as the approver for this step. Department managers (Approvers) can be added in the user roles section of config: Configuration &gt; Users &gt; User Roles.</p><p><br></p><p>Set the user role for the department manager then add the user role for the users. Next setup processes for the approval. Finally attach the approval process to the ticket type under the defaults tab of the ticket, now when a ticket is logged of this type, it will require manager approval.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Create an Approval Process for The Users Manager to Approve</span></strong></p><p>To do this, set up roles that you can assign to users based on the departments made at the organisation level (Configuration &gt; Organisation):&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNGRkZmVmLTZmMjQtNDdlNi1hN2NmLTRlODgwMTg2NmZiZiJ9.Nu_P9j9VSEJxv8d1TwQ0H5NVNySQR6oAARaa9Au9SjU" class="fr-fic fr-fil fr-dib" width="559" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 1. List of User Roles</span></strong></p><p><br></p><p>Creating a Role for Users in i.e. the HR Department</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjZDY5MTU1LTg2M2YtNDY3YS04Nzk2LWE3ZDQxOWI5ZTc5NyJ9.XpdRjS3PYVkLT5pGppFnAwZbnQLwz9WJdY11ybMGBmA" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 246.367px;" height="246"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting a Basic Member</span></strong></p><p><br></p><p>Creating a Role for the HR Department Manager:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYjNjNzBlLWM4MDAtNDJkYy04YTllLWJkNmY3NzgzMDhjNyJ9.chssh2UFz9rJINjWPWbKvy2RnUba66pJ__eJ6JwTz7M" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 225.527px;" height="226"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating the Department Manager Role</span></strong></p><p><br></p><p>Then create the approval process in Configuration &gt; Tickets &gt; Approval Processes &gt; Set up Processes.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhYTE1MzkyLWMxMDUtNDU4MS05ZDliLWQyYjZmMzQ0NjVmYyJ9.O_H_-DkI5GYC9tfDPKceoqc1GxohxnIGFJs8Hm0ZSvY" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 75.3255px;" height="75"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting up the approval process</span></strong></p><p><br></p><p>It is important to keep the auto approvals off.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjNzlmZDk1LTg1YWYtNDk1Yi1hYWQwLTRjYmU2OGNhYzc3MiJ9.hauT6P2IoGOp1mPS4Xxn2yUgc4CJ19llLOrgCjrFBRE" class="fr-fic fr-fil fr-dib" width="566" height="951"></p><p><strong><span style="font-size: 10pt;">Fig 5. Approval Process Settings</span></strong></p><p><br></p><p>Create a ticket type and add the approval process and the below workflow on the details tab of the ticket type, obviously you can configure both of these to your specifications.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMDRjODY1LTkzZWEtNDk1ZS1hMDQ1LTBkZTRiOTM1N2Q0OSJ9.nFSUeLk-1wB1zawyYyLB5O5vmWZy-5Ko-Jk4TpUKaQs" class="fr-fic fr-fil fr-dib" width="706" style="width: 706px; height: 286.262px;" height="286.262"></p><p><strong><span style="font-size: 10pt;">Fig 6. Configuring the Ticket Type</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1NzYxZTYzLTQwYmMtNGVhNC05NDQ1LTI4MjI4YTQ0NDUyMSJ9.-4b7yNceK9DfLmt0_jlJ85gCvQLTXfG116ug-g-O3N8" class="fr-fic fr-fil fr-dib" width="643" height="684"></p><p><strong><span style="font-size: 10pt;">Fig 7. Configuring the Workflow to include an Approval Process</span></strong></p><p><br></p><p>Now when a ticket of this type is logged by a user with a department manager, the manager must approve it before any agent can work on it (because there are no actions allowed before the approval process step in the workflow). Impersonating the department manager user, we see they have approval options for the ticket (the ticket is found in the &quot;My Tickets&quot; module on the end user portal):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YTVmOWY1LWFmZGQtNDQzYS1hN2IwLTgxMWM5ZjkyZGZiYSJ9.kezNU7unQvGCUIjQPn8YP_avHy9L1nnjRCbYBAliRP8" class="fr-fic fr-fil fr-dib" width="868" style="width: 868px; height: 384.696px;" height="384.696"></p><p><strong><span style="font-size: 10pt;">Fig 8. Accept/Reject Options visible for the Department Manager on the Self Service Portal</span></strong></p><p><br></p><p>Now the approval has been granted by the department manager, the agent has actions on the ticket, meaning work cannot be carried out by the agent until the approval is set to accepted and the workflow moves step:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMTM3YmJhLTk2NDgtNDBjNS04NGQ1LWVkNGE4ZjEzZjQ3MSJ9.IA4O1l0noYIN4fef_-bIXRnnQB_VlJHO9_ZDHPNXKRo" class="fr-fic fr-fil fr-dib" width="967" style="width: 969px; height: 589.467px;" height="589"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket Granted Approval by the Department Manager</span></strong></p>

<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>- How to connect to the Qualys integration</strong></p><p><strong>- How to import assets using the Qualys integration&nbsp;</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Qualys</span></strong></p><p>First ensure the module is enabled. Head to configuration &gt; integrations, use the &#39;+&#39; symbol to enable the integration.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhMDlmOTk3LTNkZDItNDkxNC04YzdiLWUxMDM1YjczNjdlMCJ9.BxIJs2dyrxPY1YC0iROVzQjUgV4xJI_B5hIkJ6inlsE" class="fr-fic fr-fil fr-dib" width="267" height="147"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable module</span></strong></p><p><br></p><p>Now click into the module to begin configuration.</p><p><br></p><p>To connect to Qualys you will need to enter your connection details under the &#39;Qualys Details&#39; section of the integration page.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyYTZhYjFkLWEwY2YtNDFlYS04MTA4LTJhNmU1Y2RjNzA5NCJ9.s23Mbq43i8KpgfudxTXb5PaDeyTWxey6zAjYks3CO4g" class="fr-fic fr-fil fr-dib" width="1557" height="593"></p><p><strong><span style="font-size: 10pt;">Fig 2. Qualys connection details</span></strong></p><p><br></p><p><strong>Location&nbsp;</strong>- Enter the location your Qualys instance is hosted in.&nbsp;</p><p><strong>Username&nbsp;</strong>- Enter the username of the Qualys user you would like to connect to the integration with.</p><p><strong>Password&nbsp;</strong>- Enter the password for the Qualys user&#39;s account you are connecting with.&nbsp;</p><p><br></p><p>The user you connect with will be the user authenticating the connection, this user must be an Administrator in Qualys.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Assets</span></strong></p><p>Before assets can be imported you will need to configure which assets are imported and where they are imported to.</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Type mappings</span></strong></p><p>Asset type mappings must be configured to determine what Halo asset type assets from Qualys are imported in as.&nbsp;</p><p><br></p><p>When creating a mapping choose the Halo asset type and Qualys asset type you would like to be associated. Filters can be added to the mapping based on the Qualys Tracking Method and Qualys Tags too. These filters will restrict which Qualys assets are imported as this Halo asset type.&nbsp;</p><p><br></p><p>In the figure 3 example all Qualys assets that have the type &#39;Host&#39; and have the Qualys Tracking Method &#39;IP&#39; and have the tag &#39;Windows&#39; will be imported as the Halo asset type &#39;Laptop&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmYjUxM2RjLTkzMGUtNGQ3OS1iOTRlLWIzZmNhNzBjNTYzOCJ9.de4lo0xmS1eixe2_C81WsMJDEY0z1bXemNVXcXXPtbg" class="fr-fic fr-fil fr-dib" width="543" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 3. Asset type mapping example</span></strong></p><p><br></p><p>Assets must meet all criteria in the mapping to be imported as the chosen Halo asset type. Any assets that do not meet criteria in the mapping table will not be imported.</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Field Mappings</span></strong></p><p>Mappings can be configured to ensure data from Qualys fields are imported into a chosen Halo field. Create a mapping by adding to the &#39;Field mappings&#39; table.</p><p><br></p><p><strong>Field Type</strong> - This will be the type of Halo field the data will be imported into. See our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1785" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a> if you are unsure on the difference between asset fields and custom fields in Halo.&nbsp;</p><p>Now choose the Qualys and Halo field you would like to map together. If you would like data from the Qualys field to create a new field in Halo select &#39;*Create new field during the next import*&#39; under &#39;HaloPSA Field&#39;.&nbsp;</p><p><br></p><p>Only apply this mapping to new Assets and Assets where the Asset field does not currently have a value - When this is enabled if the Halo field already has data within it, different to the data in the mapped Qualys field, the field data will not change. Fields will only be populated when they contain no data or when new assets are being created.&nbsp;</p><p><br></p><p>In the figure 4 example when assets are imported a new Asset field will be created in Halo and data from the &#39;processorName&#39; field will be imported to this field. The field that is created will share the same name as the Qualys field and be assigned to assets imported from Qualys.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjNTFjN2QzLTBkNmMtNGMwOC1iOGU3LTMwYTk0YmMzMDI2OCJ9.VwW77AiEJr4tOj0fI_YfNqpUxk9xWqdVJtoxMdq26sE" class="fr-fic fr-fil fr-dib" width="560" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 4. Asset field mappings example</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Asset sites</span></strong></p><p>Qualys does not have a concept of asset sites therefore assets will be imported to the same site as their linked user. If an asset is not linked to a user it will be imported to the site chosen in the &#39;Default Site for New Assets&#39; field. &quot;Asset Site Allocation&quot; will determine if Assets are assigned to the User&#39;s Site or to the default Site.</p><p><br></p><p><strong><span style="font-size: 12pt;">User matching</span></strong></p><p>Assets will be linked to a user in Halo based on their last logged on the last logged in user data from Qualys. &nbsp;The &#39;User Matching Type&#39; field determines how frequently the asset&#39;s linked user can change.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMDk5NTExLTNjYmYtNDE1MS1iNGViLWViMWVhZjYyZWMyNCJ9.g7QR_JO9zSdiCDSoTICKJRLh_s0m-oDupm-B9BQBdVs" class="fr-fic fr-fil fr-dib" width="556" height="147"></p><p><strong><span style="font-size: 10pt;">Fig 5. &#39;User Matching Type&#39; field</span></strong></p><p><br></p><p>For new Assets only, set the Asset&#39;s user based on the last logged-on field - When this option is selected an asset&#39;s linked user will only be set when a new asset is being created from the sync. Any assets that already exist and are being updated by the sync will not have their linked user updated.&nbsp;</p><p>Always Update the Asset&#39;s User based on the last logged-on field - When this option is selected an asset&#39;s linked user will be updated after every sync. This ensures the linked user in Halo is always the same as the user set in the Qualys &#39;last logged-on&#39; field.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Matching field</span></strong></p><p>This field is used to match Assets to existing records. If matched, the record will be updated. By default, the Qualys ID will always be checked first. It is best to set the unique identifier of the asset as the asset matching field.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Begin the Import</span></strong></p><p>Once your setup is complete use the &#39;Import assets&#39; button to begin the import. When selected an import preview screen will appear displaying all the assets that will be imported, hit &#39;start&#39; to begin the import.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Importing assets on a schedule</span></strong></p><p>To have assets be imported/updated from Qualys automatically you will need to enable the Halo integrator for the application. This is done using the checkbox shown in figure 6.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkMzU4ZTZlLTY3NjYtNDE5ZS1hZWUyLTQ1MDY4YWUwZDEzNCJ9.jo_fzfxX1dbN1J3245yWTKcbbCktGo_0BccI7FPADOg" class="fr-fic fr-fil fr-dib" width="685" height="183"></p><p><strong><span style="font-size: 10pt;">Fig 6. Enable the Halo integrator&nbsp;</span></strong></p><p><br></p><p>Once enabled assets will be imported from Qualys on a daily basis.&nbsp;</p>

<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><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>- Linking a Product to a Project Template</strong></p><p><strong>- Creating a Project from a Sales Order</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1850/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Project Management)</strong><br></a></li><li><a href="https://usehalo.com/halopsa/guides/1829/" rel="noopener noreferrer" target="_blank"><strong>Ticket Templates</strong></a>&nbsp;</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Linking a Product to a Project Template</span></strong></p><p>You can create a project from a sales order in a few easy steps. First head to Configuration &gt; Tickets &gt; Templates and create a template with the &quot;Ticket Type&quot; set to a Project ticket type (The project hierarchy set on the ticket must be &quot;Project&quot;).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4MmJjOWZhLWFjMjYtNDZlYy05OWM4LTI0YWQ2OGZiYmNmNCJ9.iLdm4NYuSqz5YhJQM3OQ25nsI_-zC4gZaZQeS5FOLE0" class="fr-fic fr-fil fr-dib" width="770" height="404"></p><p><strong><span style="font-size: 10pt;">Fig 1. Setting the Template to have the Project Ticket Type&nbsp;</span></strong></p><p><br></p><p>You can then link a product to a project template, which allows you to create a Project from a Sales Order.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNDY1MWEzLWYxNDYtNDFjZC04ZjBiLWI0MTBkMzBkMTVkYSJ9.wZSCcNNjIq9HotTRmVs-5tHnqGTeeRBtC415uR00QPs" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 205.418px;" height="205"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 2. Choosing a Project Template</span></strong></p><p><br></p><p>Alternatively you can create the ticket template directly from the product screen (&quot;New&quot; button on the RHS of the Template Single Select).</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Project from a Sales Order</span></strong></p><p>Once you have linked the product, the below &quot;Add to Project&quot; button will show on the product line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlZmY1Yjg1LTIwZDAtNDgwOC1iNmQ4LTViNDJjYzc0OTAwMyJ9.snyFdyYzmFzD1E_zMcRkkj170CGoY_N04k8p5QkZCU0" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 243.849px;" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 3. Add to Project button on the sales order</span></strong></p><p><br></p><p>As there is another project on this order, you can choose to add to an existing project or create a new one. The project ID will then show on the product line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0Yjg4YzE0LTViNmMtNDM3YS04NzFmLTYyNzRmMTRjNWEzMCJ9.nbydBdTlGTLTBmQJzyOAiYVKo0FMVisumsjUm2IF4Fc" class="fr-fic fr-fil fr-dib" width="1073" height="41"></p><p><strong><span style="font-size: 10pt;">Fig 4. Project ID on the line item</span></strong></p><p><br></p><p>The default options you can choose from when linking projects to orders, is set in Configuration &gt; Sales Orders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwNmI5MWRkLTgyMDYtNGFhMS1hYWMzLWJmMmE0YzUzZWEyZCJ9.hNCBd9Al8RYm9vrmVVAcxnCwGfcKk2o_1DDP0U-adv4" class="fr-fic fr-fil fr-dib" width="378" height="124"></p><p><strong><span style="font-size: 10pt;">Fig 5. Project Visibility When Linking to Sales Orders</span></strong></p>

<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><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>- Creating Tickets via Email</strong></p><p><strong>- Creating Tickets via the Self Service Portal</strong></p><p><strong>- Creating Tickets Manually</strong></p><p><br></p><p><br></p><p>This article shows the 3 primary ways you can create tickets.</p><p><br></p><ul><li><strong>Email&nbsp;</strong>-<strong>&nbsp;</strong>Tickets raised via Email, this is done via a polled mailbox which raises tickets. This can be configured under (<strong>Configuration &gt; Email</strong>)</li><li><strong>Self Service Portal</strong> - This is the Web Portal that end-users can log into to raise new tickets. This can be configured under (<strong>Configuration &gt; Self Service Portal</strong>)</li><li><strong>Manual&nbsp;</strong>- This relates to the Agent raised manually created tickets via the Agent Web App. This can be configured under (<strong>Configuration &gt; Tickets</strong>)</li></ul><p id="isPasted"><strong><span style="font-size: 14pt;">Creating Tickets via Email</span></strong></p><p><span style="font-size: 11pt;">Sending an email to the mailbox(s) associated with a Halo instance can create a ticket.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwMzBjOGVjLTk3NWEtNGI3YS05Mzc2LWEwNDkyYmQ4Y2RlMiJ9.QYa1cLs4QUm7InkCnmIdcuu1PBiE_Iwxks589K0ISHA" class="fr-fic fr-fil fr-dib" width="838" height="823"></p><p><strong><span style="font-size: 10pt;">Fig 1. Raising a Ticket via Email</span></strong></p><p id="isPasted"><br></p><p><strong><span style="font-size: 14pt;">Creating Tickets via the Self Service Portal</span></strong></p><p>Tickets can be raised by users through the tiles within the Self Service Portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNDI4MzNhLWQ3YjUtNDc1OS1hZTU2LWFhYWRlMWVjNjk4ZiJ9.SxNUZkxTizhOAzYG5tde7YF12uCAf23w1hxiE25i7mk" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 377.933px;" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 2. Raising a Ticket via the Portal</span></strong></p><p id="isPasted"><br></p><p><strong><span style="font-size: 14pt;">Creating Tickets Manually</span></strong></p><p>Tickets can be created manually by a logged in Agent. They assign the End-User details at the left side, and fill in the relevant areas of the ticket form.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4NDFlN2E2LTA3ZGYtNDQ1YS1hMTk1LTIyODgzMzVlYzExYiJ9.Jewy9BvPbLKdyYLUPa0wnQ86bffw-oSdhZ_H4gqEWe4" class="fr-fic fr-fil fr-dib" width="970" style="width: 972px; height: 673.087px;" height="673"></strong></p><p><strong><span style="font-size: 10pt;">Fig 3. Manually Raising a Ticket</span></strong></p>

<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>- Configuring translations for email templates</strong></p><p><br></p><p><br></p><p>To enable this functionality you must enable the setting &quot;Allow multi-language email templates&quot; in Configuration &gt; Email &gt; General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxYzRlOGU4LWE0YWItNGNjMS04MDAyLTUxYjRjN2M3YTM2ZSJ9.qUEJpC3k8NKGJVUihlNteADiNhAUnLYDAXcc4qLBV48" class="fr-fic fr-fil fr-dib" width="275" height="113"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow multi-language email templates.</span></strong></p><p><br></p><p>The &quot;Custom Variables&quot; button below will take you to an area to create your own custom variables.</p><p><br></p><p>You need to specify a name for the variable and the value for the text. This text can then be translated into any language you have configured via the &quot;Add translations&quot; text at the bottom right.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2N2MwMzNiLTUzYjctNDA1My1iZTlmLTk1ODJhMzg4MTJiNyJ9.o9r_LimKUO59S2a9nV_xsXEA_-j3z4rtalzgmx13xJo" class="fr-fic fr-fil fr-dib" width="1204" style="width: 1206px; height: 406.37px;" height="406"></p><p><strong><span style="font-size: 10pt;">Fig 2. New custom variables screen.</span></strong></p><p><br></p><p>These can be configured globally for use on multiple email templates or at individual email template level. The values for these variables can contain $ variables.</p><p><br></p><p>Within each email template, you can then enable it to be a multi-language template. The global variables made above will show here, as well the option to add some template-specific variables.</p><p><br></p><p><em><strong>Note: Global variables can only be edited/deleted from the &quot;Custom Variables&quot; button. Individual template variables can be edited/deleted by hovering over them per template.&nbsp;</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhODdiOTg1LTgyZGYtNGE3ZC1hOTVmLTZlNzA3Y2Q4ZDU4ZSJ9.I0ZCpF4emVIVRrDKqxoZyZsaxe2aSL33-kwyeXTrsWg" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 541.064px;" height="541"></p><p><strong><span style="font-size: 10pt;">Fig 3. Enabling multi-language templates and adding variables.</span></strong></p><p><br></p><p>These variables can then be used in the email template for both the subject and the body using the following format: &lt;&lt;Variable Name&gt;&gt;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NTlmOGQzLTJkNGEtNGVjZS05ZDVjLTJiMDI5YmE1N2FjNCJ9.lAdnOpgi3UN_mIk4VJvXRi75n_DoSwtoLbjDCakXoYc" class="fr-fic fr-fil fr-dib" width="420" height="193"></p><p><strong><span style="font-size: 10pt;">Fig 4. The email body with variables included.</span></strong></p><p><br></p><p>When sending an email, the language of the recipient will be determined from their settings. For users, it will use the language the have selected, otherwise it will fall back to the site-level language setting. For emails to agents, it will use their specified language. If none of those settings are specified, it will use the global language setting.</p><p><br></p><p>When sending emails from a ticket, the language of the user will be used, even when sending an email to multiple recipients. The only exceptions are when using actions with the system use of &quot;Email Agent&quot; or &quot;Add note to Parent Ticket&quot;, and emails on opportunity tickets will not translate until a user record has been created from the opportunity.</p>

<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 id="isPasted">Configuration &gt; Users &gt; Country/Region Codes</strong></p>

<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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 13.9443%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.7224%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 13.9443%;">Free Text</td><td style="width: 52.7224%; text-align: left;">This is the name that will appear for this Country Code when viewed in lists / details.</td></tr><tr><td style="width: 33.3333%;" id="value2">Alpha-2 Code</td><td style="width: 13.9443%;">Free Text&nbsp;</td><td style="width: 52.7224%; text-align: left;">This is the (usually) 2-character code used to represent the Country when the Alpha-2 Code is specified. This can actually be any length you like.</td></tr><tr><td style="width: 33.3333%;" id="value3">Alpha-3 Code</td><td style="width: 13.9443%;">Free Text</td><td style="width: 52.7224%; text-align: left;">This is the (usually) 3-character code used to represent the Country when the Alpha-3 Code is specified. This can actually be any length you like.<br></td></tr><tr><td style="width: 33.3333%;" id="value4">Numeric Code</td><td style="width: 13.9443%;">Free Text</td><td style="width: 52.7224%; text-align: left;">This is the (usually) numerical code used to represent the Country when the Numerical Code is specified. This can actually be any length, and can also include text too.</td></tr><tr><td style="width: 33.3333%;" id="name">Region Code - Name</td><td style="width: 13.9443%;">Free Text</td><td style="width: 52.7224%; text-align: left;">This is the Name of the Region, as it will appear in lists and details.</td></tr><tr><td style="width: 33.3333%;" id="value2">Region Code - Code</td><td style="width: 13.9443%;">Free Text</td><td style="width: 52.7224%; text-align: left;">This is the Code which will be used as an abbreviation when required for this Region. This can be alphanumerical and any length you like.</td></tr></tbody></table>

<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>In this article we will cover the functionality behind the &#39;Relationship&#39; field against a customer. If you are looking for information on customer relationship management functionality check out the following:</p><ul><li><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1673/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Pop-Up Notes For Customers &amp; Contacts</strong></a>&nbsp;</li><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2287/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Using CRM Notes</strong></a></li></ul><p><br></p><p>Against each of your customers&#39; profiles in Halo you will find a field called &#39;Relationship&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyYjA2ZGY4LTRjNWYtNDQyMS04YjY1LWFlNDllOTY4YjhiZSJ9.qV0N2o5-yQwpiVccM6Rp33urvg2HCl3AhLFHDmTT9Uc" class="fr-fic fr-fil fr-dib" width="1535" style="width: 1537px; height: 559.505px;" height="559"></p><p><strong><span style="font-size: 10pt;">Fig 1. Customer relationship field</span></strong></p><p><br></p><p>This field is used to denote what your relationship is with this customer, primarily used for sales purposes. Allowing you to store both customers and prospective customers in your Halo, and being able to differentiate between the two.&nbsp;</p><p><br></p><p>Your customer list can be filtered to only show &#39;customers&#39; or only show &#39;prospects&#39; provided you have this field in the column profile. Or you can create custom customer lists, one that only shows customers and another for prospects (see more information on this <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/878/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>).</p><p><br></p><p>Out-of-the-box there are two options in the relationship dropdown, however, more can be configured.&nbsp;</p><p><br></p><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><br></p><p><iframe src="https://scribehow.com/embed/Create_New_Customer_Relationship_in_Halo_Academy_Service_Desk__eTRCgfMQTAG9qy_qR5Mhaw" width="100%" height="640" allowfullscreen="" frameborder="0"><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe></p>

<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><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><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><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><style data-pasted="true">.pf0{}</style></strong></p><p><strong>- Attachment Endpoint</strong></p><p><strong>- Sending Files in your Halo Instance to another Halo Instance or to Another Tool as Form Data</strong></p><p><strong>- Sending Files in your Halo instance to another Halo instance or to another tool as a Downloadable Link</strong></p><p><strong>- Obtaining Files from another Tool</strong></p><p><strong>- Obtaining Attachment Details (Get Attachment Metadata API Action)</strong></p><p><strong>- Worked Example</strong></p><p><br></p><p><br></p><p>This guide covers how the Halo API can be utilised to send/receive files, using <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1630" data-pasted="true" target="_blank" rel="noopener noreferrer">integration runbooks</a>. Useful when sending attachments between two Halo instances, or when sending/receiving attachments from Halo to another tool. These features allow you to upload attachments from Halo to another service that accepts files in multipart/form-data format or as a temporary public link, and to download attachments from a file response or temporary public link.</p><p><br></p><p>Halo runbooks can download file responses of up to 28MB. Halo runbooks can upload files of up to the attachment size limit.</p><p><br></p><p>Throughout this guide we will use the terms &#39;file&#39; and &#39;attachment&#39; interchangeably.&nbsp;</p><p><span style="font-size: 12pt;"><br></span></p><p><strong><span style="font-size: 12pt;"><em>Prerequisites:</em></span></strong></p><ul><li data-pasted="true" style="font-weight: bold; font-style: italic;"><em><strong>Attachment Storage Location = S3&nbsp;</strong></em><ul style="font-weight: initial; font-style: initial;"><li style="font-weight: bold; font-style: italic;"><strong><em>This can be set under Configuration &gt; Advanced Settings &gt; &quot;Attachment Storage Location&quot;.</em></strong></li></ul></li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Attachment Endpoint</span></strong></p><p>In order to send an attachment to a Halo instance, or obtain an attachment from a Halo instance a request will need to be sent to the following endpoint:</p><ul><li style="font-style: italic;"><em>api/attachment</em></li></ul><p><br></p><p><strong><em>Note: As this uploads the file to the Halo API this is restricted to upload of 28MB, unlike client-side uploads which can upload straight to the tenants own S3 bucket.</em></strong></p><p><br></p><p><strong data-pasted="true"><span style="font-size: 14pt;">Sending Files in your Halo Instance to another Halo Instance or to Another Tool</span></strong></p><p><strong><span style="font-size: 12pt;">Obtain Halo attachment ID</span></strong></p><p>In order to send a file in your Halo instance to another service you will first need to obtain the ID of the file you are looking to send. This is required as you will later need to specify the ID of the file you are sending.&nbsp;</p><p><br></p><p><strong><em>Note: Every file stored in Halo will have a unique ID.&nbsp;</em></strong></p><p><br></p><p>This can be done by running a sql query on your database, or you can obtain this information from the API.&nbsp;</p><p><br></p><p>To obtain this information from the API you will need to do a GET request on the attachment endpoint in your instance and create a runbook/output variable to store the attachment ID in. Figure 1 shows the method used to obtain attachment data for a specified ticket in your instance.&nbsp;</p><p><br></p><p><em><strong>Note: The value of &#39;ticket_id&#39; can be replaced with a variable.&nbsp;</strong></em></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNTQ1OGRhLTc1NDUtNDJlYi1iYjE2LWE1NzczN2I4ZDgyMSJ9.pTKIQJZRu0056SMrRV0PUtqQ0u58z1o20GIQ-JOC6y8" class="fr-fic fr-fil fr-dib" width="1500" style="width: 1502px; height: 566.792px;" height="567"></strong></p><p><strong><span style="font-size: 10pt;">Fig 1. Get Attachment Data for a Specified Ticket</span></strong></p><p><strong><br></strong></p><p>Figure 2 shows the output variable that will store the attachment ID contained within the response to this request.&nbsp;</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkOTU3ODllLWJlYTAtNDhjMi1iN2NjLTlhM2QxNWE5MWM1OSJ9.1osM3Wm3uYutv-xsB6ovXgjfs3aKqiCj-oWlEZsOvnA" class="fr-fic fr-fil fr-dib" width="1546" style="width: 1548px; height: 286.448px;" height="286"></strong></p><p><strong><span style="font-size: 10pt;">Fig 2. Output Variable to Store Attachment ID</span></strong></p><p><strong><br></strong></p><p>Keep in mind as multiple attachments can be stored against a single entity, these will be returned as an array. Therefore, you will need to specify which attachment you would like the variable to store. This is done using the [x] element, [0] will return the first attachment in the array.&nbsp;</p><p><br></p><p>Once you have created a runbook step to obtain the file ID you will need to create another step to send this file off.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Sending Files as Form Data</span></strong></p><p>Once you have obtained the ID of the file you are looking to send (and have stored this in a variable) you can send this file to another Halo instance or tool. This is done using a POST request with a &quot;form-data&quot; body type. If sending a file from one Halo instance to another, this is the recommended way to send the file over.&nbsp;</p><p><br></p><p>To do this create a new Runbook step with type &quot;Action&quot; and action type &quot;Execute an Integration Method&quot;, create a new method.&nbsp;</p><p><br></p><p>Within the body of the method choose the &quot;form-data&quot; body type. Here, you will need to specify the file part and any text parts to send over.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxNDJhOTczLTdjYmUtNDcwZC1hMjVlLWMzMjFlNmNiNTkzZCJ9.uUdkaer8qQnfHal2LCh8f4dBUOm-ZUNHn-zSj2Su4ao" class="fr-fic fr-fil fr-dib" width="1550" style="width: 1552px; height: 629.736px;" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 3. Method to send a File to another Halo Instance</span></strong></p><p><br></p><p><strong>File Part:</strong> This must be the ID of the file in your Halo instance that you want to send over. The attachment ID should be obtained in a previous step. Here, enter the variable the attachment ID is stored in. &nbsp;</p><p><strong>Text parts:</strong> These will be any properties you would like to be included in the request. This could be the name of the attachment, the ticket the attachment is added to in the other Halo instance (if sending to another Halo instance).&nbsp;</p><p><br></p><p><strong>Keys:</strong> Key names must match the specification of the receiving API. In the figure 3 example a request is being sent to another Halo instance, therefore, the key names reflect those available at Halo&#39;s attachment endpoint.</p><p><br></p><p>The attachment will be accessed as a stream from S3 and attached to the output request.</p><p><br></p><p>If this method is being used to send an attachment to another Halo instance files up to 28MB can be sent, or the &quot;Client Side Upload&quot; flow can be emulated to allow for larger uploads straight to the tenants S3 bucket.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Sending Files in your Halo instance to another Halo instance or to another tool as a Downloadable Link</span></strong></p><p><span style="font-size: 11pt;">This method of sending files is used when you would like to send a file you have in your Halo to another service, and this service expects attachments as a link to download.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 11pt;">Obtain a Downloadable Link for a File in your Halo instance (Get Attachment link API action)</span></strong></p><p data-pasted="true">Before a file can be sent, you will first need to obtain a downloadable link for this file from your instance.&nbsp;</p><p><br></p><p>In order to obtain a downloadable link for an attachment, you will need to obtain the ID of the attachment first. A prior runbook step will need to be created to do this. See the section &quot;Obtain Halo attachment ID&quot; for information on how to do this.&nbsp;</p><p><br></p><p>Now, create a Runbook step with the type &quot;Action&quot; and the action type &quot;Halo API Action&quot;. Then you can choose the action &quot;Get Attachment Link&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxOGFlNjQwLTFiZTYtNDY0ZS1iZTM0LWY4MjdlNzZhZThlZSJ9.Ehy2Z37mh9k19BWD5t4qk3BqB_uvK6ilEIznQwQTCyc" class="fr-fic fr-fil fr-dib" width="1275" style="width: 1277px; height: 505.251px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 4. Get Attachment Link API Action</span></strong></p><p><br></p><p><strong><em>Note: Fields here are case sensitive.&nbsp;</em></strong></p><p><br></p><p>Within the action you will need to specify the ID if the attachment (in your instance) that you would like to send to the other service.&nbsp;</p><p><br></p><p>Then add an output variable for the step to store the link that is returned. As shown in figure 5.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlOTU0YjY5LTFiN2MtNGZkMi1hMjEwLTUzNmY2NWZlNzRhNCJ9.HO-sHCVAnszaBTTTw6Er4_-DYJdjtNcLQiLgOdJKJ3E" class="fr-fic fr-fil fr-dib" width="1320" style="width: 1322px; height: 390.965px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 5. Variable to store attachment link</span></strong></p><p><br></p><p>This variable will need to be used in later steps to send the link out.&nbsp;</p><p><br></p><p><strong><span style="font-size: 11pt;">Sending the File Link</span></strong></p><p>Once you have obtained a downloadable link for the file in your Halo instance, you will need to create another step within your runbook that sends this link to the endpoint of the chosen tool.&nbsp;</p><p><br></p><p>As the link for the file in Halo was obtained in the previous step the output variable created (&lt;&lt;File_Link&gt;&gt;) should be used in the body of the request to send the link.</p><p><br></p><p><strong><span style="font-size: 14pt;">Obtaining Files from another Tool</span></strong></p><p><strong><span style="font-size: 12pt;">Receiving (GET) Attachments&nbsp;</span></strong></p><p>When obtaining a file from outside your current Halo instance, you will need to create a step that executes a GET method within your runbook. The endpoint you are executing this method on will need to returns a file stream (such as a downloadable link).&nbsp;</p><p><br></p><p>Within this method you will need to check &quot;Response is a File&quot;, under the &quot;Advanced&quot; section.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYzgxYTYxLWQ0MzEtNDA2NS05Yjg5LWYwMDAxZDJmNmJkYyJ9.PpI3AKScSfw-tPN_en1XtgrbkzVneyEJo8qlPZ1mgDs" class="fr-fic fr-fil fr-dib" width="1628" style="width: 1630px; height: 588.217px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 6. Method to obtain a File using a download URL</span></strong></p><p><br></p><p>When &quot;Response is a File&quot; is checked the file received will be uploaded directly to S3 as a temporary attachment. This temporary attachment will be given an ID and the ID will then be returned as the response of this method. This ID will then be used in later steps to send the attachment elsewhere.&nbsp;</p><p><br></p><p>The &quot;Content-Type&quot; header returned will be used to determine the name of the file created/downloaded. Data within this header will be used as the filename.&nbsp;</p><p><br></p><p>To save the attachment to an entity in your Halo instance (saving the attachment permanently), use the &quot;Update Attachment&quot; API action. This is covered in the next section.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Upload Files to Halo Entities (Update Attachment API action)</span></strong></p><p>Once you have obtained a file via the API, this will be stored temporarily. In order to store the file in Halo permanently you will need to use the &quot;Update Attachment&quot; API action. This action will move the file from the temporary storage location and store it against a chosen entity, such as a ticket or client.</p><p><br></p><p><strong><em>Note: You cannot write attachment data this way.</em></strong></p><p><br></p><p>To do this create a Runbook step with the type &quot;Action&quot; and the action type &quot;Halo API Action&quot;. Then you can choose the action &quot;Update Attachment&quot;.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4MTM0YjllLWM4NzktNDFmNS1hZWU4LTUwZjNjNWYyOWQyOCJ9.bxrCTKh1LcshkE070DJo041HJkjCJjrBIGf84QFvoEk" class="fr-fic fr-fil fr-dib" width="1330" style="width: 1332px; height: 631.714px;" height="632"></p><p><strong><span style="font-size: 10pt;">Fig 7. Update attachment API Action</span></strong></p><p><br></p><p>Then you will need to construct a JSON body to determine which attachment you would like to add to which entity. In the figure 8 example the attachment obtained in the previous step will be added to a ticket in my Halo instance.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhMzFkYWExLTUwY2YtNGMxZi1iYTZjLWVlOTIyOWFkNTIyMSJ9.4sd9Vomo9X6kaDVKe26Leq_gxlLrQc7Q9I1kxJ5aUYs" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 411.454px;" height="411"></p><p><strong><span style="font-size: 10pt;">Fig 8. Example body for Update Attachment API Action</span></strong></p><p><br></p><p><strong>id:</strong> Here add the ID of the attachment you would like to move. This is usually obtained using the method shown in the section &quot;Receiving (GET) attachments (in responses)&quot;.</p><p><strong>type:&nbsp;</strong>Here add the ID of the type of entity you would like to upload the attachment to. Use 0 for tickets and 1 for clients.</p><p><strong>unique_id:</strong> Here add the ID of the object you would like to upload the attachment to. If uploading to specific client, add the ID of the specific client here. Ticket IDs can either be added here or using &#39;ticket_id&#39;.</p><p><strong>ticket_id:</strong> Only used when uploading the file to a ticket. Add the ID of the ticket you would like to add the attachment to here. If using set &#39;unique_id&#39; to 0.&nbsp;</p><p><br></p><p>Now, when this step is executed, the file will be added/saved to your chosen entity.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Obtaining Attachment Details (Get Attachment Metadata API Action)</span></strong></p><p data-pasted="true">This action is used to obtain attachment metadata (such as names and file sizes) from files in your instance, in order to create a pre-signed upload url, emulating the Client side uploads flow in Runbooks.</p><p><br></p><p>To do this create a Runbook step with the type &quot;Action&quot; and the action type &quot;Halo API Action&quot;. Then you can choose the action &quot;Get Attachment Metadata&quot;.</p><p><br></p><p>Within the action you will need to specify the ID of the file (in Halo) you would like to get the data of. The response of the action will contain the attachment data.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3YzBkYjYxLWY1MjItNDhiMS1iNWZiLTc1ZmMwZGEzYjkyNyJ9.keGf_U4s16uSI41ewM3EoNQZkGcFSJ9WSIkJ02YwqZo" class="fr-fic fr-fil fr-dib" width="1450" style="width: 1452px; height: 483.354px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 9. Get Attachment Metadata API Action</span></strong></p><p><br></p><p><strong><em>Note: Blob data is not included.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Worked Example</span></strong></p><p>In this example we will create a runbook that takes an attachment (file) on a given ticket and sends this to a chosen ticket in another Halo instance. The ticket the attachment is sent to will be determined by a custom field on the Halo ticket, useful when tickets have been migrated to another instance, using a custom field to store the associated ticket&#39;s ID.&nbsp;</p><p><br></p><p>First, create a runbook and add an event trigger to control when the runbook runs.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjZTBjNjczLWVkZDYtNDQ4MS1hMWJhLTQxZDQwYjVjYzIxMCJ9.aT0_PbUnDu_vz4HV7PwmZX6T2z94HYuQxo7GLeBrtL4" class="fr-fic fr-fil fr-dib" width="1363" style="width: 1365px; height: 596.276px;" height="596"></p><p><strong><span style="font-size: 10pt;">Fig 10. Event to trigger the runbook</span></strong></p><p><br></p><p>In this example we have created an action called &quot;Send attachments&quot; for this purpose.&nbsp;</p><p><br></p><p>Now head to the &quot;Flow Chart&quot; tab and add a new step with type &quot;Action&quot; and Action Type &quot;Execute an Integration Method&quot;, then make a new method.&nbsp;</p><p><br></p><p>The new method will execute a GET request on our own instance.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkNTk1YjNkLTllYTctNDVkMi05ZTA1LTRmYTVhYTczZjU0MCJ9.ovefMT5-yuU_GY_Kft-m1YNzGFFKJtm8lEcoamC3dj8" class="fr-fic fr-fil fr-dib" width="1593" style="width: 1595px; height: 605.525px;" height="606"></p><p><strong><span style="font-size: 10pt;">Fig 11. Method to Get attachments from a ticket</span></strong></p><p><br></p><p>Query Params are added to specify which ticket attachments are being taken from. The variable &lt;&lt;ticket^id&gt;&gt; will pull in the id of the ticket that triggered the runbook, that is, the ticket that the action was used on.&nbsp;</p><p><br></p><p>Create an Output Variable to store the ID of the attachment returned.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1YTM0Y2RmLTM0ODgtNGVkOC04NDAzLTIxYjE4ZTBhODBlMSJ9.wfgAeFBQXzVL1xj9MOLLgMUWmEd7CBRqNU2grdo7Uh0" class="fr-fic fr-fil fr-dib" width="1343" style="width: 1345px; height: 627.609px;" height="628"></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 12. Output Variable to store attachment IDs</span></strong></span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">The response will return an array of all the IDs of the attachments against the ticket, in this example we only want to send the first attachment returned so we use the [0] to extract the first attachment ID.&nbsp;</span></p><p><br></p><p>In the &quot;Integration&quot; field, you will need to select a custom integration that authenticates access to your own instance. For information on creating custom integrations checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2660">Custom Integrations</a>.&nbsp;</p><p><br></p><p>Now save the method and the step.&nbsp;</p><p><br></p><p>Now create a step to send the files to the chosen instance. Create a new step of type Action with an Action Type &quot;Execute an Integration Method&quot;. Then create a new method.&nbsp;</p><p><br></p><p>The method will look as shown in figure 13.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhYWMzYTQ5LTI5OTYtNDdjZS05MGQ2LTlhOGRiMDI1YmZiZSJ9.1SYGzHY5aiFK0GMuOMCSU5X1diguTtTGfx6RB-8SsEw" class="fr-fic fr-fil fr-dib" width="1350" style="width: 1352px; height: 654.222px;" height="654"></p><p><strong><span style="font-size: 10pt;">Fig 13. Method to send Attachment to other Instance</span></strong></p><p><br></p><p>Here, the variable &lt;&lt;CFTickettosendattachmentto!&gt;&gt; is used to control the ticket ID that the file will be sent to in the other instance. This field is just a text custom field, containing the ID of the ticket to send the attachment to. The agent may enter this manually when carrying out the action, or this may already be populated. An &quot;!&quot; has been appended to this variable to remove &quot;&quot; marks around the ID.&nbsp;</p><p><br></p><p><strong><em>Note: Remember to configure authorisation to the instance you are sending the attachment to. Authorisation can be added on the runbook step, or using a <a href="https://usehalo.com/haloitsm/guides/2660" target="_blank" rel="noopener noreferrer">custom integration</a>.&nbsp;</em></strong></p><p><br></p><p>Now, when the action &quot;Send Attachments&quot; is used, the agent can choose which ticket to send the attachment to. Then the attachment on this ticket will be sent to the specified ticket in the other Halo instance.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMDFiMjllLTllNDYtNDEyMC05NGE4LTE5OTU1NWVjMWY0OSJ9.SEOFNagvMFdAJ6zLGNkBiftUTqiRN7bZ_mjYMWrmJsE" class="fr-fic fr-fil fr-dib" width="339" style="width: 341px; height: 211.223px;" height="211"></p><p><strong><span style="font-size: 10pt;">Fig 14. Action to trigger runbook</span></strong></p>

<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>- Menu Button Restrictions&nbsp;</strong></p><p><strong>- Ticket Restrictions</strong></p><p><strong>- Action Restrictions</strong></p><p><strong>- Service Restrictions&nbsp;</strong></p><p><strong>- Asset Restrictions</strong></p><p><strong>- Knowledge Base Restrictions</strong></p><p><strong>- Multi-Tenancy Restrictions</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1862" target="_blank" rel="noopener noreferrer">Self Service Portal</a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1921" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2428" target="_blank" rel="noopener noreferrer"><strong>Asset Management</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2431" target="_blank" rel="noopener noreferrer"><strong>Knowledge Base</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1070" target="_blank" rel="noopener noreferrer">Self-Service Portal Customisation</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2432" target="_blank" rel="noopener noreferrer">Service Catalogue</a></li></ul><p><br></p><p>This guide will cover various methods of restricting access for users within the self-service portal, which can be used to customise the user&#39;s experience with Halo and only show what is both necessary and relevant to them.</p><p><br></p><p><strong><span style="font-size: 14pt;">Menu Button Restrictions</span></strong></p><p>The primary method for restricting areas of the self-service portal is via adding visibility restrictions to the menu button. This can be used to hide certain buttons for certain customers, which can be useful for separating the types of tickets that can be logged by different groups of users.</p><p><br></p><p>&nbsp;In Configuration &gt; Self-Service Portal &gt; Menu Buttons, you can add or edit menu buttons.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1YzM3ZWFiLWIxNWMtNDRkMy04OGQxLTFlNzA4MjcxZWRjYyJ9.m-Cw22d0oCIINaY5tcWWWvWx3JrE9FJftRU-NmjTOMQ" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 366.936px;" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 1. Editing a portal menu button.</span></strong></p><p><br></p><p>Scrolling down on the popup will show a &quot;Visibility Restrictions&quot; table. Click the &quot;Add&quot; button to set a restriction.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxMDRiZmU2LTg0NDktNDU2Zi1hMjMxLWI0YTBjZDU0YWEzNCJ9._fRSg6oDQ8ElDroIl4KPrI9t7GayUbTpoWkUE3OmE-c" class="fr-fic fr-fil fr-dib" width="702" height="826"></p><p><strong><span style="font-size: 10pt;">Fig 2. Visibility Restrictions table.</span></strong></p><p><br></p><p>Another popup will then show to select what to restrict. In this example, only Acorn Construction would be able to see this button. If the checkbox below it was enabled, every customer except Acorn Construction could see this button</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NmI1YTYzLTI5ZWUtNDY1My04M2JjLWU2ZGNhMDAyYzNjZiJ9.aFNjU_QnAlK44sWuSkUVF0zx72vUqOywiRGkqWawaT4" class="fr-fic fr-fil fr-dib" width="708" height="398"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding a visibility restrictions.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Restrictions</span></strong></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p>Tickets can be hidden from users by ticket type, which could be used to hide project tasks from the user and only show the project for instance. In Configuration &gt; Tickets &gt; Ticket Types &gt; Defaults tab, disable the checkbox that shows the ticket to the end-user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiZTFlNTYxLWJlNTQtNGRkNi05OGI4LTg0NDQ0ZDQ3ODdhMiJ9.wiYXtEU6_KVWSoTf4gvSvgbbJdom8BrLZGSRcLxqENA" class="fr-fic fr-fil fr-dib" width="169" height="39"></p><p><strong><span style="font-size: 10pt;">Fig 4. Show to End User.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Lists</span></strong></p><p>In a user profile, go to the &quot;Permissions&quot; tab &gt; General Permissions. Here you can set what tickets the user can see in their ticket list. &quot;This Users Tickets&quot; will only show tickets they are the end-user of, or a higher access such as &quot;Site Tickets&quot; may be useful for managers to keep track of tickets for their sector.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5NDFhNmY2LTdlYWUtNGQxZi1hM2M5LWM3ZWRjNzQyMWM3MiJ9.IRWibpgAM8Mrk84_W0pqJKTs0tszDWQQooBhqxZnuVw" class="fr-fic fr-fil fr-dib" width="277" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 5. Web Access Level permission.</span></strong></p><p><br></p><p>The defaults for this field can be set in Configuration &gt; Users &gt; General Settings &gt; Defaults.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiNDBhNmJlLWIxY2UtNGMyNi05NDJiLWI3ZjgyOTQzOWYyOSJ9.RAH33LJfM6tPnjJZ6JAdk6of2_3vZno4HiopqkVRmeY" class="fr-fic fr-fil fr-dib" width="587" height="184"></p><p><strong><span style="font-size: 10pt;">Fig 6. Default web access level for new users.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Action Restrictions</span></strong></p><p>When configuring action buttons for a ticket, these can be restricted in different ways to set whether users can use them, and if the action is visible to them. This can allow agents&#39; private notes to be hidden from users, or allow users to submit extra information through an action for example.</p><p><br></p><p>When enabled, this will show the action as an option for the user to use within the self-service portal.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMjkwZDRiLTQyYjItNDViNS05ZjQ2LTFiMzBmYWQwMWU5YyJ9.kUJ3ZpGafZ9BsnIcyS3FdAXTgw3ZpfRBUtyaJk1DJgc" class="fr-fic fr-fil fr-dib" width="238" height="48"></p><p><strong><span style="font-size: 10pt;">Fig 7. Allow Users to use this action.</span></strong></p><p><br></p><p>There are a few options for settings for hiding an action from a user.</p><p>The first will default the action to being hidden from the user, found in the &quot;Defaults&quot; tab &gt; Toggles.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1MDY0OWFmLTljNmEtNGU2Zi05MDkzLWFhYmY3ZmI3YzUzYyJ9.99pukrL5RMdA_Rr_87ZhvNfYDzEAheZUrCrmS8Gadbg" width="163" height="44" 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 8. Hide from User.</span></strong></p><p><br></p><p>The second will show a eye icon to toggle if the action is shown or not, and can be used in tandem with the first option. This is contained in the &quot;Details&quot; tab &gt; Action Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0ZmExYjY1LTRkZmQtNDg4ZS1hNTBkLTQyZjBkMjNkMjYzOCJ9.STxkMa2arxq97J1DLGL_gylmqk_FREzgpa-ewcf0hLY" class="fr-fic fr-fil fr-dib" width="257" height="43"></p><p><strong><span style="font-size: 10pt;">Fig 9. Show the &quot;Hide from User&quot; option.</span></strong></p><p><br></p><p>The third is also in Details &gt; Action Settings, and will hide the toggle after submitted so agents cannot go back and change the visibility.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ODgzNGZhLTQ3MmEtNDViNi1iOTA5LTJhZmZlYmMwNjZkMyJ9.FmNTOUr-TiPbH5cK9_kjlzi6P1WOKBtyXtNDughbB7s" class="fr-fic fr-fil fr-dib" width="754" height="66"></p><p><strong><span style="font-size: 10pt;">Fig 10. Hide the User visibility toggle.</span></strong></p><p><br></p><p>You can also configure followers of a ticket to be able to see the tickets within the &quot;My Tickets&quot; view of the self-service portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNTM4ZWY5LWNmZjMtNDcwZC04OWVkLTY3YjQ0ZjY4NmRmYSJ9.PVlhB2pVYVU-EEtyDeK-wE4nT8vkZlaX-RrA4R0HVIc" class="fr-fic fr-fil fr-dib" width="413" height="53"></p><p><strong><span style="font-size: 10pt;">Fig 11. Allow user followers to see tickets on the My Tickets view.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Asset Restrictions</span></strong></p><p>Restrictions of what assets a user can view can be set on their user profile, and then they can view the assets with the &quot;My Devices&quot; menu button. This can be useful to give different access levels to different people within a company, i.e. a manager may want to see all the customer&#39;s assets, but an employee might only need their own.</p><p><br></p><p>On the user profile &gt; Permissions tab &gt; General Permissions, you can set &quot;Asset Access Level&quot;. By default, this will likely be set to &quot;This Users Assets&quot;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhOWY1YmE0LTBiNWMtNGVhYy05NzNhLTgwZjhiMDc2NmJhOSJ9.fZSxjN9LCKgvZaxMRnvtkGDALdRfjwr5MaDMbc5qMvQ" class="fr-fic fr-fil fr-dib" width="174" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 12. Asset Access Level permission.</span></strong></p><p><br></p><p>Restrictions set here will be followed unless the below is enabled in Configuration &gt; Self-Service Portal &gt; New Ticket Settings. If so, site level will be seen regardless or if &quot;No Access&quot; or &quot;This Users Assets&quot; are selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5YTBmMTUwLWY1YjAtNDQwNC1iMWRkLTA0NWU5ZDhlODkxMyJ9.i-5ecAQFIf9E9oSc3dkm8n8NtQ8J3TWP9F5kfaEpWHU" class="fr-fic fr-fil fr-dib" width="328" height="39"></p><p><strong><span style="font-size: 10pt;">Fig 13. Allow all Users to view all Assets at their Site.</span></strong></p><p><br></p><p>Default access levels for assets can be set via a role, and that role can be set as the &quot;Default Role&quot; in Configuration &gt; Users &gt; General Settings &gt; Defaults.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljYmU0YTUwLThiODktNDU4Zi1hMTdiLTE0OTA2ZjkyMThiZSJ9.u-WWrAVcAVZ4vsm3k6vVBfcgfbDI840uBAczxU2meVU" class="fr-fic fr-fil fr-dib" width="225" height="82"></p><p><strong><span style="font-size: 10pt;">Fig 14. Default Role.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Service Restrictions</span></strong></p><p>Services within the service catalogue can be restricted to only be accessed by certain users. This allows you to only show the services that are relevant to a certain user.&nbsp;</p><p><br></p><p>To determine who can access a service open the service, click into the &quot;User Access&quot; tab. Here, you can set who can access the service.&nbsp;</p><p><br></p><p>Access can be granted based on the user&#39;s service access level. A service access level will need to be assigned to a service, and to each user, if the user&#39;s service access level is in line with the one against the service the user will be able to access the service. The service access level can be inherited from its service category, or a specific service category can be assigned to a service.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlODIwNWU3LTk1MmYtNGIwNy1hY2ZiLWIzMWY2M2JmODViYyJ9.O7qkqTREdrPmGKAIHlP4iVoHjV6pSdXkG7XeqH_kcJs" class="fr-fic fr-fil fr-dib" style="width: 972px; height: 441.231px;" width="1051" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 15. User Access for a service.</span></strong></p><p><br></p><p>The service access level of a category can be changed by right clicking on the category in the list, and going to the &quot;User Access&quot; tab of the popup.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0NGMxN2JmLTIyNGYtNDE5Yy05NTYwLWMxOGIxNGJiMzI0MiJ9.exYK0ZRqFuQj9gZwbADWOzMkEZhMqu9LTNZQVqhg1mk" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 700.8px;" height="701"></p><p><strong><span style="font-size: 10pt;">Fig 16. User Access on a service category.</span></strong></p><p><br></p><p>The service access level of a user is set in &quot;Permissions&quot; tab &gt; General Permissions of their user profile. For example below, the user will be able to see the service catalogue and has an access level of 2. This means they will be able to see any service with access levels of 1 or 2, but not 3.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxM2FjMWMzLWRhNzMtNDhkZC05Mzk3LTU2Yzc1ZTI0MzAyNCJ9.fResxSflhnPPA8oX72JuHooGDznNkHBOJOeNGBGw4Mk" class="fr-fic fr-fil fr-dib" width="220" height="127"></p><p><strong><span style="font-size: 10pt;">Fig 17. Service access level permissions.</span></strong></p><p><br></p><p>You can further restrict who can access a service using the &#39;User Access&#39; table against the service (shown in figure 15).&nbsp;</p><p><br></p><p>Users can be granted/restricted access based on various entities such as their role, customer, organisation etc.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MDJiYjEzLTk4N2UtNGRkMy1hOTI1LTE4NTYzMTFiZDI4OCJ9.H1HKx4AQZeI2mjkpR9kelf3IlvhnSmN2nWQuKKe-aF4" class="fr-fic fr-fil fr-dib" width="513" style="width: 515px; height: 438.202px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 18. Restrict user access further</span></strong></p><p><br></p><p>To control which entities you can restrict user service access by, head to configuration &gt; service catalogue, see section &#39;Choose which entities can be used to restrict service access&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0MzgwMmIwLTQxZDMtNGEyNS1iMGExLWU4NjE1OTdiMzVlMSJ9.I3MZfJEGxG57T4hZX7uP1kyKUeBhIEJvTJR3ywYaI84" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 225.342px;" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 19. Entities which can be used to restrict service access&nbsp;</span></strong></p><p><br></p><p>Here, check the box of each entity you would like to be able to restrict users service access by. Keep in mind the more entities you enable the longer service catalogue loading times will be, enable as few as possible for optimised performance.</p><p><br></p><p>You will notice, when adding an entry to the table, there is an option to &#39;Exclude this entity from this Service&#39;. When this is enabled any users that meet the criteria set here will not be able to access the service.&nbsp;</p><p><br></p><p>If there are no entries in this table access to this service will purely be determined by the service access level, as long as users have the correct service access level they will be able to access a service.&nbsp;</p><p><br></p><p>As soon as an entry is added to a table users will have to meet the service access level criteria AND criteria in the table to be able to access a service. In the figure 20 example only users who have service access level 2 or 3 AND are a part of the customer &#39;Acorn Construction&#39; will be able to access this service.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzNTA4MTc5LTVkNWQtNDcxMC04YWZlLTUxN2VmZTA5MDQ0NyJ9.hizXPu9CYqM5XXIZkIVcLoXTqOXL5Skp-KYhZemTRMw" class="fr-fic fr-fil fr-dib" width="1000" style="width: 1002px; height: 342.168px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 20. Service restrictions example</span></strong></p><p><br></p><p>This also applies when adding exclusion criteria to the table. If I add an entry to the table to exclude &#39;Acorn Construction&#39; from this service I will also need to add an entry to grant all other users access to this service. This is because users are now also being checked against criteria in the table to see if they should have access.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliOTMxMWJlLTE3OTEtNGQ2YS1iMGU5LTI0NmU2ZWEzZGY1YSJ9.6cojX5oI8ADkw4C675QopyaAciCnGacsvaf5hPGUF54" class="fr-fic fr-fil fr-dib" width="783" style="width: 785px; height: 383.019px;" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 21. Service restriction example two</span></strong></p><p><br></p><p>In the figure 21 example users will need to have service access level 2 or 3 and not be in the customer &#39;Acorn Construction&#39; to be able to see this service. If the table entry &#39;Everyone&#39; is removed no one will be able to access this service as no users will meet both service level criteria and table criteria.&nbsp;</p><p><br></p><p><strong><em>Note: This applies to both criteria set against the service and service category.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Knowledge Base Restrictions</span></strong></p><p><strong><span style="font-size: 12pt;">Allowed Customers</span></strong></p><p>On an article, customer restrictions can be set in the &quot;Allowed Customers&quot; table. If top levels are enabled, there will also be an additional table to add these. These can be used to only show an article to a more specific group, or a slightly more general one. For instance, you may have a guide only for one customer to access, and then another for a few customers within that sector.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YmZkNGZjLTM5NjMtNDBjZS05ZDk5LTVlMjA4NjM4YjcxZiJ9.QOl-x35TFtKc7Ho5zPsGsW79Hay5-P8m8O256ESkoTI" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 334.731px;" height="335"></p><p><strong><span style="font-size: 10pt;">Fig 22. Restrictions table on an article.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Geo-Location Restrictions</span></strong></p><p>Geo-locations can be used to restrict knowledge base articles or FAQ lists. This can be done via a Geo IP lookup when either of the below are enabled in Configuration &gt; Self-Service Portal &gt; Miscellaneous Settings. The FAQ lists option is also available in Configuration &gt; Knowledge Base &gt; FAQ Lists. Turning it off/on in one area will also show in the other.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkMWY2YTk0LWE4NGYtNGUwYy1iMzNhLTgwYjVlOWI0MGI5NCJ9._fI9aNT7UxAUts6tK4gwrDzXBW9PHrcZWvSP2aNJ1gk" class="fr-fic fr-fil fr-dib" width="365" height="73"></p><p><strong><span style="font-size: 10pt;">Fig 23. Geo Location options.</span></strong></p><p><br></p><p>Upon enabling, the &quot;Geo Location Restrictions&quot; table will show when editing an article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyYzI3M2Y1LTdmZDAtNDM3Mi1iOWE2LTNjYTY4NTgyZDA2ZCJ9.g_3OZdh2FXAhpjP4FPt1bDZ6-fwYVfrMGxB9saYG-vU" class="fr-fic fr-fil fr-dib" width="1043" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 24. Geo Location Restrictions table on an article.</span></strong></p><p><br></p><p>The same table will also show when editing an FAQ list in Configuration &gt; Knowledge Base &gt; Configure FAQ Lists.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjZDE0NDk2LTg2NmItNDNhMi05YTNmLTIyM2FlOGU2NjJmYSJ9.xaaOmaJEcOvFowmL0ouE40YrSHrZxehqVKTLsQaDVlQ" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 116.118px;" height="116"></p><p><strong><span style="font-size: 10pt;">Fig 25. Geo Location Restrictions table in an FAQ list.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Multi-Tenancy Restrictions</span></strong></p><p>Multi-tenancy can also be used to restrict access to areas of a portal.</p><p><br></p><p><strong><span style="font-size: 12pt;">FAQ Lists</span></strong></p><p>FAQ lists can be restricted by organisation when multi-tenancy is enabled and multiple organisations set-up.</p><p><br></p><p>In Configuration &gt; Self-Service Portal &gt; FAQ Lists, enable the below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4MDk0ZjNmLWVlOGEtNDQ2Yy05NjZiLWQ4MDlmMmI1ZmE3OCJ9.mdCJXFFM_-SzeH5XyiQ1QBnz9Faipa1tiAUQ0E6AdBM" class="fr-fic fr-fil fr-dib" width="599" height="57"></p><p><strong><span style="font-size: 10pt;">Fig 26. Enable the ability to restrict FAQ lists for Users on a Self Service Portal for different Organisations.</span></strong></p><p><br></p><p>Then in Configuration &gt; Organisations, you can select an organisation and go to the &quot;Settings&quot; tab to configure when FAQ lists that organisation has access to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMGU0Njk5LTgwNzEtNDhjYi05YTcxLTFlNGI1ZTQwODI0MSJ9.0S2jYQIB6nnkCJVspE5cYPNMtyfwb0lKAoVbxIhr9fU" class="fr-fic fr-fil fr-dib" width="259" height="58"></p><p><strong><span style="font-size: 10pt;">Fig 27. Users can see all available FAQ Lists.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Service Access<br></span></strong></p><p>Service access can be restricted by organisation if multi-tenancy is enabled and multiple organisations set-up. Depending on the portal that the user logs in to, different services can be shown per portal.</p><p><br></p><p>Different organisations will need to be linked to each portal, which is done in Configuration &gt; Integrations &gt; Halo API and selecting a portal application. You can then set &quot;Single Organisation Access&quot; in the &quot;Preferences&quot; section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1NzBlOWNlLTEwYmYtNDNhZS1iNmRmLWE5OWRlYTdhODdhMCJ9.b811-YVVMhD_fcEMB40yNxaS7dxeYBETLTjt8d0dEwE" class="fr-fic fr-fil fr-dib" width="230" height="347"></p><p><strong><span style="font-size: 10pt;">Fig 28. Preferences set on a portal application.</span></strong></p><p><br></p><p>A service&#39;s access can then be set to &quot;Portal Linked Organisation&quot; to allow it only for when logging into that portal.</p><p><br></p>

<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 Meter billing and when is it used</strong></p><p><strong>- How to configure an invoice to bill using meter readings&nbsp;</strong></p><p><strong>- Logging and Viewing Meter readings</strong></p><p><strong>- Importing invoice lines as meters</strong></p><p><strong>- Importing Meter Readings</strong></p><p><br></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is Meter Billing and when is it used?</span></strong></p><p>Meter Billing in Halo allows you to bill customers for a product/service based on their usage of it. Readings of the product/service usage can be taken and logged (meter readings), the quantity of units that has been used is automatically calculated based on these readings and the customer can be billed accordingly.&nbsp;</p><p><br></p><p>The meter billing functionality in Halo includes the following functionality, we will cover how to use and configure each meter billing functionality in this guide.&nbsp;</p><ul><li>Periodic and continuous readings</li><li>Tiered pricing</li><li>Minimum quantity pricing</li><li>Accounting for units covered by a contract</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">How to configure an invoice to bill using meter readings</span></strong></p><p>To use meter billing the product you are billing for will need to be added a recurring invoice for the customer. This line can then be marked as a a &#39;Meter&#39;, you will then be able to to add readings to this invoice line. The quantity of this line will then be calculated automatically based on the meter readings entered.</p><p><br></p><p>To mark an invoice line as a meter add the product you are billing for to the recurring invoice then edit this line (by selecting the pencil icon). Then check the setting &#39;Is a meter&#39;. Once this is enabled some additional options will be available.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxOTk0ZTY4LTM2MGEtNGU4Yi04ZjMzLWVhODY3NmIwZDVkYSJ9.mxwVRUBomPAzX-kCCOy3OjahQteT2jYxsqGpb7iFFX4" class="fr-fic fr-fil fr-dib" width="1060" style="width: 1062px; height: 647.394px;" height="647"></p><p><strong><span style="font-size: 10pt;">Fig 1. Marking an invoice line as a meter</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once an invoice line has been marked as a meter and has been saved it cannot be un-marked as a meter, if a line is marked as a meter mistakenly the line will need to be deleted from the recurring invoice and re-added.&nbsp;</span></p><p><br></p><p><strong><em>Note: Consignable items will not be able to be metered items. If the &#39;Is a meter&#39; setting does not appear for your product ensure the item is not set to be consignable (under the products module).&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Choosing a Meter Type</span></strong></p><p>In the &#39;Meter Type&#39; field against the invoice line there are two meter type options to choose from.&nbsp;</p><p><br></p><p><strong>Continuous reading</strong> - Units (quantities) are calculated by taking the difference between the last invoiced and current reading. This should be used when the reading for the product/service does not get re-set each billing period.</p><p><strong>Periodic reading</strong> - Units (quantities) are calculated using the most recent reading, there is no difference calculation, the last meter reading will be used a the units (quantity) for this line. Multiple readings can still be entered each period, with a record of these being held, but only the most recent reading will be used to calculate the quantity of units to be billed. This should be used when the reading for the product/service is re-set each billing period.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Tiered Pricing</span></strong></p><p>In the &#39;Tiered pricing method&#39; field you can choose how the price of each unit is calculated. They type of pricing you choose here will depend on the agreement you have with your customer.&nbsp;</p><p><br></p><p><strong>Volume based pricing</strong> - Units will all be charged at the same price, but the price will change based on the total quantity of units. Units will be charged at the price of the tier they fall into. This allows you to apply a discounted/increased prices when customers use more than a certain amount of units. When using this type of pricing you will need to set up meter tiers to determine what price is used.</p><p><strong>Tiered based pricing</strong> &ndash; Units will be charged at a price based on the tier they fall into. For example, the first 100 units that are used can be charged at price A but any units used after this will be charged at price B. This allows you to apply a price discount/increase when customers use a certain amount of units, but only apply this price to the number of units in the next tier.&nbsp;</p><p><br></p><p><strong>Setting up Meter Tiers</strong></p><p>Meter tiers are set in the &#39;Meter Tiers&#39; table against the invoice line, these can also be set against the product and a default can be set globally.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3ZjBjMzA4LTU4OWEtNGVmYi1iMmU5LTIwMmNjMGRlYWNkNCJ9.wBdW6eHXTC0XexTkTY8DniFm4RSjdKaH7biaqMkkQpc" class="fr-fic fr-fil fr-dib" width="1390" style="width: 1392px; height: 426.916px;" height="427"></p><p><strong><span style="font-size: 10pt;">Fig 2. Meter tiers table</span></strong></p><p><br></p><p>When adding a meter tier you will need to specify a price with the minimum and maximum quantity of units that usage needs to be between to be charged at this price. Tiers can be left opened ended (by not completing the min or max quantity field) to allow you to have anything above/below this quantity to be charged at this set price. Tiers must have overlap to account for all quantities. In the figure 3 example I have selected &#39;Tiered base pricing&#39; and created some tiers, if the customer has used &lt;100 units this billing period each unit will be charged at &pound;0.04. If they use 250 units the first 100 units will be charged at &pound;0.04 and the subsequent 150 units will be charged at &pound;0.03.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzZWI3YTJmLTY4NTctNGYxNS05YmViLTYxNDVkZTgzNTc0OSJ9.YN3JESAMyxNRpvjGHrFoB4Lgb2Oge2YCiWiHE-ITqZU" class="fr-fic fr-fil fr-dib" width="1504" height="466"></p><p><strong><span style="font-size: 10pt;">Fig 3. Meter Tier example</span></strong></p><p><br></p><p><br></p><p>If all your metered product use the same tiered pricing you can also set global default tiers under configuration &gt; billing &gt; recurring invoices. In order for tier defaults to apply the product will need to be added to the invoice, marked as a meter and then saved. When the line is the edited again you will see the pricing tier defaults will have applied.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Accounting for units covered by a contract</span></strong></p><p>The field &#39;Free units per period&#39; allows you to allocate the customer some free units for this product per period. This is used if the customer has some units included in the price of a contract, an recurring invoice can then bill them for anything over this quantity.</p><p><br></p><p><strong><span style="font-size: 12pt;">Minimum quantity pricing</span></strong></p><p>The field &#39;Minimum Meter Quantity&#39; can be used to set the minimum quantity of units that will be billed for. If the customer uses less than this minimum quantity they will be billed for the number of units in this field. This is based on the billable units the customer has used, a customer may have used more than the minimum units but if they are allocated free units per period not all these units will be billable. Therefore, the quantity of units used will be determined by the billable units the customer has used, if they have used less billable units than the value in the &#39;Minimum Meter Quantity&#39; field they will be billed for the minimum quantity. This ensures a minimum revenue for this product is met and can help encourage customers to use more resources.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Additional fields</span></strong></p><p><strong>Start reading</strong> - This field is used to log the starting reading for this product/service. If this is a new product/service this will likely be 0 but if you are creating a new recurring invoice for an existing product/service that uses continuous readings you will need to enter the starting reading here.&nbsp;</p><p><br></p><p><strong>Quantity&nbsp;</strong>- This field usually sets the quantity of products on this line. On metered lines the value entered here will override calculated meter quantities. This should not be adjusted after the invoice has been set up and is in use.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Logging and Viewing Meter readings</span></strong></p><p>Once an invoice line has been marked as being a meter you will have some action buttons against the invoice line to &#39;Add reading&#39; and see &#39;Reading History&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0NmNmMzI1LTgxMDktNDIyNi04Yzc2LTQ1ZjMwYjQyMzRkYyJ9.vSzrRdkc0pkkkMTJvkdStKRaVSQz55JSeyPNNqdSkGs" class="fr-fic fr-fil fr-dib" width="1353" style="width: 1355px; height: 580.581px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 6. Meter reading actions</span></strong></p><p><br></p><p>The reading history button will show all the previously logged readings in list view, with the date and time of the reading and who logged the reading.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZmZkYWE4LTYwMWMtNDg1MC04YjIyLWQ2Nzc3MTJlNTIwMyJ9.IbES3WJ5tbqAvgIIlgwuJGgh6xROkU2Xg4XpjIKiEVk" class="fr-fic fr-fil fr-dib" width="1623" style="width: 1625px; height: 340.74px;" height="341"></p><p><strong><span style="font-size: 10pt;">Fig 7. Reading history</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Editing Readings</span></strong></p><p>Readings can be edited after they are logged up until an invoice for the period has been created.&nbsp;</p><p><br></p><p>To be able to edit readings, you will need to enable &quot;Allow meter readings to be edited&quot; under Configuration &gt; Billing &gt; General Settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNGQyYzViLTYzOTItNDE0My1iM2NmLTU1NDlhMTE1M2Y0MiJ9.ESGuxKoIZsjS8c3JMeLTQUAx4LotkYinUHaMWYwHW2I" class="fr-fic fr-fil fr-dib" width="914" style="width: 916px; height: 268.162px;" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 8. Allow meter readings to be edited</span></strong></p><p><br></p><p>Readings are edited by selecting a reading entry when viewing reading history. Here you can edit the summary of the reading, the reading value, the date/time of the reading, and the &quot;Previous Reading&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjMTc5NTA2LWI1OTMtNDlkZS04M2RiLThkZWQyMDU4N2RjNSJ9.tb_Z4Pd0_Rwjo-mk6XAItZFdsuJga1IW49-WKQIqOlk" class="fr-fic fr-fil fr-dib" width="543" style="width: 545px; height: 547.559px;" height="548"></p><p><strong><span style="font-size: 10pt;">Fig 9. Editing meter reading</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Note: If editing the &quot;Previous reading&quot; value the previous reading record will not be updated, this record will need to be updated too. </span></strong><span style="font-size: 11pt;"><br></span></p><p><br></p><p>If the reading has already been invoiced the pop-out will be read-only.&nbsp;</p><p><br></p><p>Agents will need at to have their &#39;Invoices Access Level&#39; permission set to at least &#39;Read and Create&#39; to be able to edit meter readings.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Invoice lines as meters</span></strong></p><p>If you are importing your recurring invoices using a csv/excel template you will need to ensure any invoice lines are marked as meters.&nbsp;</p><p><br></p><p>For information on how to import recurring invoice lines using csv/excel, see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1976/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. Once you have set up your XLS profile and spreadsheet for import reference back to this guide.</p><p><br></p><p>Now you have your XLS import profile(s) you will need to ensure you have added a mapping for the fields &#39;Is a meter&#39; and &#39;Meter ID&#39;. In the figure 10 example I have mapped these fields to the column headers &#39;Meter&#39; and &#39;Meter ID&#39; respectively.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1YTg3NTlmLTA1YzAtNDMzMC04NTczLTQ3ZmUxOWQ3MDgyMCJ9.ddc3zhGum5ArG1tkHpcPoS0lEmufbDWg5bqL5-b9gr8" class="fr-fic fr-fil fr-dib" width="1230" style="width: 1232px; height: 329.677px;" height="330"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Fields to mark invoice line as meter</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Is a meter = Will determine if the line is marked as a meter or not, enter the string &#39;TRUE&#39; in this column for lines you would like to be marked as meters. Any lines that are not meters can have this cell left blank.</span></strong></p><p><br></p><p><strong>Meter Id</strong> = Will determine the Meter type the line is imported in as. This uses the values 0 and 1 to determine what meter type the line is imported as.</p><ul><li>0 = Continuous reading</li><li>1 = Periodic reading</li></ul><p>Now, these lines will be created/updated to be meters on the recurring invoice. &nbsp;</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;" data-pasted="true"><strong>Importing Meter Readings</strong></span></p><p><span style="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-align: left; 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; display: inline !important; float: none;" data-pasted="true">The XLS Import method can also be used to import meter readings. To do this first import or create a Recurring Invoice with the meter on a Recurring Invoice Line.</span></p><p><br></p><p><span data-pasted="true"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMjRkZDMyLTRlNzctNDUwMC05OTJiLWZmNTc2MmEyZWE4MiJ9.OW35E1OARYe0nn8u6buNGeJFygKA8gvXoPsDGa24_bg" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 404.71px;" height="405"></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Recurring Invoice with an invoice line as meter</span></strong></p><p><br></p><p>Create a new XLS Import Profile and add the fields &quot;Recurring Invoice ID&quot;, &quot;Item ID&quot;, and &quot;Quantity&quot;. Set the &quot;Recurring Invoice ID&quot; as a matching field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzMWVmMzFiLTliZWQtNDA4MS05ZDllLTQyNGIwNjljZmRhOCJ9.2y8h-3OdOG6NvzfF8RaRH61trtwxSMm9xmATtYxNgFs" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 765.004px;" height="765"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. XLS Import Profile</span></strong></p><p><br></p><p>Now in an XLS file, add the XLS Column Headings specified in the Import Profile, and set the values accordingly:</p><p><br></p><p><strong>Recurring Invoice ID -&nbsp;</strong>The ID of the Recurring invoice.</p><p><strong>Item ID -</strong> The ID of the Meter Product added to the Recurring Invoice Line.</p><p><strong>Quanity -</strong> The reading value</p><p><br></p><p><strong><em>Note: This import will take the Reading Date from the date of import.&nbsp;</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxYzA3MzJjLTAwZjgtNDZhZC04OThjLWUzMzQxOTEzYmRhMiJ9.EifCRZFYHgRHYihmWDFU8939CUHgPXsnSxcfWm206Es" class="fr-fic fr-fil fr-dib" width="336" height="108"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. XLS file</span></strong></p><p><br></p><p>Head into Configuration &gt; Billing &gt; Recurring Billing Profiles, and click &quot;Import Recurring Invoice Lines&quot;. Select your file and start the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiNjVmYTQyLTdlMDItNDQ1NC1iNTdjLWE2MTMxYzIzNTAxYyJ9.GySPQkgGtf4V5jvTL-pVup4t1dMyx2sD409bMlnF3SM" class="fr-fic fr-fil fr-dib" width="1398" style="width: 1400px; height: 209.524px;" height="210"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 14. Importing Meter Readings</span></strong></p><p><br></p><p>Against the Recurring Invoice the Quantity will now be set.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhNjYxZGYxLWE3ZjUtNDA3Ny04NDBiLTMxOTc1YWI0ZTJjNiJ9.JoyPsSnqLskqPqiA67FfNHOG9zmotrd4GMqctKa8Kog" class="fr-fic fr-fil fr-dib" width="1159" height="214"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 15. Updated Quantity&nbsp;</span></strong></p><p><br></p><p>In the Reading History you can view the details of the reading.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMGZlODdlLTdiYmItNDAxOC05MjUzLWQwNWMzMmY3NGJjYyJ9.tY4pisjL9g5mI8-U3LRxOA3KO0g-ejlxaXaAiVDnj5Q" class="fr-fic fr-fil fr-dib" width="1426" style="width: 1428px; height: 458.038px;" height="458"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 16. Reading History&nbsp;</span></strong></p><p><br></p><p><br></p><p><br></p>

<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 AI Client Profiling?</strong></p><p><strong>- How to configure AI client profiling</strong></p><p><br></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is AI Client Profiling?</span></strong></p><p>AI Client profiling allows you to use AI to analyse a customer&#39;s recent ticket information to formulate a summary of their recent experience. This summary will then be uploaded to the customer&#39;s profile as a CRM note. Allowing you to automate the monitoring of your clients&#39; experience using your services. This can be used to provide your account manager with key insight into the customer experience without them having to analyse customer data themselves.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to configure AI client profiling&nbsp;</span></strong></p><p><em><strong>Pre-requisites:</strong></em></p><ul><li style="font-style: italic;"><em>You must be using the Azure OpenAI connection or OpenAI connection as your AI connection method</em></li></ul><p><br></p><p>Once AI Client profiling is configured client ticket history/information will be reviewed by your AI model on a scheduled basis, each time the scheduled review takes place a CRM note will be added to each customer profile. The more customers/ticket data you have the more tokens this process will use so ensure you have sufficient tokens before using this functionality.&nbsp;</p><p><br></p><p>To enable this functionality head to Configuration &gt; AI &gt; Customer Profiling section &gt; enable &#39;Enable AI Customer profiling analysis&#39;.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4OGE1OWQ5LTY3MmMtNGYzMi1hNmU3LTNiOTY2MjA2ODQ2MiJ9.gdLKaLAcytW8sC7OyjhYCxa0WqkGnaMVoRjQYKlJ2Ag" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 338.763px;" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable Customer profiling</span></strong></p><p><br></p><p>Once enabled some additional configuration options will appear.&nbsp;</p><p><br></p><p><strong>Evaluation Frequency</strong> - Here set how frequently you would like customer profiling to be evaluated. The schedule will start on the day/time you enable this functionality.&nbsp;</p><p><br></p><p><strong>Evaluation Prompt</strong></p><p>In the &#39;Evaluation prompt&#39; field you will need to enter a prompt to give the AI model to instruct the model on how to evaluate the data, highlighting what information/metrics you are interested in. When evaluating, the following fields will be used to evaluate the customer profile/experience:</p><ul><li>Ticket ID</li><li>Summary</li><li>Date Opened</li><li>Date Closed</li><li>Resolution Target Met</li><li>Closure Note, Assigned Agent</li><li>Satisfaction Level</li><li>Satisfaction Comments</li><li>AI Tonality</li></ul><p><br></p><p>Here is an example prompt but you will benefit from creating your own customised and more detailed prompt:</p><p><br></p><p id="isPasted"><em>&quot;Analyse this data to provide a summary of the customers mood, their satisfaction level, and any patterns or insights that may help us understand their experience. Additionally, highlight any specific areas for improvement, recurring concerns, or notable positive feedback.&nbsp;</em></p><p><em>If there are any trends or consistent issue with particular agents, mention that as well.&nbsp;</em></p><p><em>The goal is to generate a clear and concise summary of the customer&#39;s recent experience and their overall mood based on the data provided.&quot;</em></p><p><br></p><p>Now all configuration is complete. The task scheduler will run automatically at the scheduled time to trigger your AI model to evaluate customer ticket data and create a CRM note. However, you can run this manually to check your configuration and the quality of the CRM note produced.&nbsp;</p><p><br></p><p>To run the task scheduler manually head to configuration &gt; integrations &gt; Halo integrator &gt; Backend service monitoring, select &#39;Run Task scheduler now&#39;.&nbsp;</p><p><br></p><p><strong><em>Note: Running the task scheduler manually will run all scheduled tasks not just AI profiling.&nbsp;</em></strong></p><p><br></p><p>Now you can head to a customer&#39;s profile &gt; CRM notes tab, here a new note will be created by AI. Change/adjust the prompt to change the information that the AI returns in the CRM note.&nbsp;</p><p><br></p><p><br></p>

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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> <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> <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> <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> <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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Ticket/ Navigation&nbsp;</strong><strong>Areas</strong></span></p><p><span style="font-size: 11pt;"><strong>- Configuring Ticket Areas</strong></span></p><p><span style="font-size: 11pt;"><strong>- Navigation Menu Layout</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong><strong>Creating Navigation Profiles for Other Entities</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong><strong>Override the Screen Layouts Per Agent</strong></span></p><p style="font-size: 11pt;"><strong>- Creating a Custom URL Navigation Module</strong></p><p style="font-size: 11pt;"><strong>- Setting the Module in the List</strong></p><p style="font-size: 11pt;"><strong>- Opening in a New Tab</strong></p><p><br></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Configuration Settings:&nbsp;</strong></span></p><ul><li style="font-weight: bold; font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1814/" rel="noopener noreferrer" target="_blank">Areas</a></strong></li><li style="font-weight: bold; font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1442/" rel="noopener noreferrer" target="_blank">Advanced Settings</a></strong></li><li style="font-weight: bold; font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank">Tickets General Settings</a></strong></li><li style="font-weight: bold; font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1409/" rel="noopener noreferrer" target="_blank"><strong>Agents</strong></a>&nbsp;</li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>What is a Ticket/ Navigation Area</strong></span></p><p><span style="font-size: 11pt;">Ticket areas are a way of categorising tickets into different modules on the left hand sidebar of the agent application. For example you may want to capture an HR ticket area separate from the service desk of course, which is only visible to the HR team.</span></p><p><br></p><p><span style="font-size: 11pt;">There may also be a need to rearrange the order in which the navigation menu buttons display, for example many customers prefer to have the configuration button exist at the top of the navigation menu, this can be achieved by using the custom screen layout profiles for the navigation menu.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyNThmNjAzLTQ2M2YtNDFkOS1iOWUxLWQ4NjA2Y2E0YTJlMiJ9.5T_1lV3AQI0jOt3u1TcDbbW0Zk3zPReWHLKRXMdhwqU" class="fr-fic fr-fil fr-dib" width="67" height="830"><strong>Fig 1. Halo Areas</strong></p><p>&nbsp;</p><p><span style="font-size: 11pt;">The large icons with the names of the module for each module of the Navigation menu, can be configured by going into an agents preferences and changing the appearance.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5YjRhZTYwLTU4YWUtNGQzYS1iZjFiLWMwZjFiMTk2ZWU2MCJ9.ArQWAZZBb9clLKT69HHAxIK-X4QOpt6IDzKl8jlATjo" class="fr-fic fr-fil fr-dib" width="361" height="373"><strong>Fig 2. Agent Account Settings</strong></p><p><br></p><p><span style="font-size: 11pt;">The option to choose for the Navigation menu display should be &quot;Large icons with labels&quot;.</span></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhNjE3MDVmLTUwMDUtNGJiMS05YWMxLWU3YTc3ZjI1YjZmYiJ9.X2EQAlyY7NjdJjLip7EKyUss9uSuNfClrWJWr4CcV_0" class="fr-fic fr-fil fr-dib" width="681" height="805">Fig 3. Configuring The Navigation Menu (Left Sidebar)</strong>&nbsp;</p><p><br></p><p><span style="font-size: 11pt;">This can be set globally in Configuration &gt; Advanced Settings but the agent preference will override this setting:</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NDY2OWQwLWRiMmQtNDg3ZS1iYjcwLWNmMjAyNjIyMDgwMiJ9.s6sSFHLgiyeO1AaCRGeSkSOWW_80PuXqNSxI5ZUVEok" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 217.492px;" height="217"></p><p><strong id="isPasted">Fig 4. Configuring The Navigation Menu Globally</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Ticket Areas</span></strong></p><p><span style="font-size: 11pt;">If there is no use for i.e. the Project area on your instance, this area can be deleted by going into the ticket area (Configuration &gt; Tickets &gt; Ticket Areas) going into the specified area and clicking delete, which can be found on the action bar on the top left. Checkout this guide on <a href="https://usehalo.com/haloitsm/guides/1814/" rel="noopener noreferrer" target="_blank"><strong>Ticket Areas</strong></a>.</span></p><p><br></p><p><span style="font-size: 11pt;">Ticket areas include different filters so that you can decide which ticket types will be visible in the area and which teams have the area on their left hand sidebar. To configure the ticket types and teams, click into a ticket area and click on the filters tab in order to define which types of tickets will appear in this list. The permissions tab determines the teams that will have access to the area. The permissions tab can also be based on role restrictions. This is useful if you want to give access to a larger group of agents.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1MDAwNzc0LTY1YjgtNGI4MC05MjkwLTg5MmY1MDk4YzljOSJ9.4Uo9CCLyUHf7JejYo-nCJIppSS20tKMMz112amsVzVg" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 456.532px;" height="457"></span><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NDU1YzA2LTUyZDItNGY4YS04NGRmLWUxZTNhNjhmNTU3MiJ9.wKfShhrj498EQD-2K4kL7bvhjJZT-RHOMLGKmJX6LzI" class="fr-fic fr-fil fr-dib" width="857" height="468"><strong>Fig 5 and 6. Configuring Filters For The Area</strong>&nbsp;</p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you want to encapsulate all ITIL ticket types that are change requests, this can be done by adding the ITIL filter on the specific ticket area. This ITIL filter will capture all change request tickets if they have the change request ITIL type.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">If a new ticket area is added it will show in the overflow view by default, you must change this by going to the Screen Layout Profile, finding the area in the profile and edit the line. To do this head to&nbsp;</span><span style="font-size: 11pt;">Configuration &gt; Advanced Settings, and click the&quot;Screen Layout Profiles&quot; Button. Here c<span style="font-size: 11pt;" data-pasted="true">hange the entity to&quot;Navigation Menu&quot;. </span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><em><strong>Note:</strong></em><strong><em>&nbsp;If this is the first time using the navigation menu, you will need to create a new custom navigation menu, which is explained in the &quot;Navigation Menu Layout&quot; section below.</em></strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhODhmYTI3LWFjMzEtNGVjNi05MTQwLTQzMDI4Y2Q3MzZlNCJ9.xZmz4CuCcD5nJcj8_Ka1HwF3asIZK_VnvQNidRExl98" class="fr-fic fr-fil fr-dib" width="942" style="width: 944px; height: 142.934px;" height="143"></p><p><strong><span style="font-size: 10pt;">Fig 7. Navigation Menu List</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 11pt;">Open your Navigation Menu, and select the Button Layout tab. The Button Layout will need to be set to &quot;Custom&quot;. Here edit the lines using the pencil icon to determine where they will show. more explanation of the navigation menu is detailed in the next section. To change the order in which the Areas show use the 8 dots to drag and drop them in order.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxZTUxMjAwLTZiMDUtNDAyYS04MGVmLTEwZDhiYTIyNDkxMCJ9.ugdx8rHSIcG_kTBWIr_tfpoHvp0hxHwKhSM2KZhQ6Zk" class="fr-fic fr-fil fr-dib" width="958" style="width: 960px; height: 510.457px;" height="510"></p><p><strong><span style="font-size: 10pt;">Fig 8. The New Area Showing in Overflow</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Changing the view to &quot;Show on Menu&quot;, will mean once applied the Navigation Menu will include this area.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNTU1ZmI3LTc0OTUtNGM2OS04N2E2LTQwM2M2MjdiYzgwMCJ9.jeStbY_qtR892UmJXThW3Jd_4xBoiQxV6hzePPe_UNI" class="fr-fic fr-fil fr-dib" width="684" height="313"></p><p><strong>Fig 9. Changing The Tab to Show in The Menu</strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiYTdhZWVmLTg0MjktNGI0Mi05MDUzLTAxOTNkODUyYTQ1OCJ9.o3m82J1rOkU8Y8kZITc7XkSV8b6AJszKs-thDEwpDTs" class="fr-fic fr-fil fr-dib" width="83" height="904"></p><p><strong>Fig 10. New Ticket Area Showing in List</strong></p><p><br></p><p><span style="font-size: 11pt;">You can also choose to hide the modules or add them to the overflow section. The overflow section appears at the bottom of the navigation menu in the form of an ellipse.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYjZlN2I5LWY1MjMtNDE0MS05ZTMwLWVhMjk1N2EzZmNhMiJ9.vY3sHVtvCN2F8BMOv4ZBt8-iks3HABNugY7DMhlBglo" class="fr-fic fr-fil fr-dib" width="549" height="445"><strong>Fig 16. Navigation Menu Overflow Area</strong></p><p><br></p><p><span style="font-size: 11pt;">To add the newly configured navigation menu, head back to advanced settings and change the navigation menu, after refreshing the page, the Navigation Menu&nbsp;</span><span style="font-size: 11pt;">will be updated to reflect the custom menu you have selected.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1NWY4MDlkLWVlYTUtNDFhZC04ZDJmLWY3NWViOTU0NDdiMCJ9.h_g8KC79rn5Pz_SZgI_-nieV1FlRkEyzFzTWbue5SPU" class="fr-fic fr-fil fr-dib" width="1071" style="width: 1073px; height: 545.662px;" height="546"></p><p><strong>Fig 17. Adding The New Menu Layout</strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For all entities, excluding navigation menu, a screen layout profile can be created/edited to change which tabs appear and the order of the tabs under the entity. This is useful in streamlining the data available against an entity.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Setting a screen layout profile will make the custom layout an available option, each profile will then need to be set against a customer or an agent to take effect.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><strong><span style="font-size: 14pt;">Override the Screen Layouts Per Agent</span></strong></p><p><span style="font-size: 11pt;">This will determine the screen layout profile that is used for a particular agent, different profiles can be set for each agent.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can do this from the configuration menu, or you can click the agent profile icon in the top right of the screen and then click into &quot;My Account&quot;.</span></p><p><br></p><p><span style="font-size: 10pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5YjRhZTYwLTU4YWUtNGQzYS1iZjFiLWMwZjFiMTk2ZWU2MCJ9.ArQWAZZBb9clLKT69HHAxIK-X4QOpt6IDzKl8jlATjo" width="361" height="373" 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: 13px; 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;" data-pasted="true" class="fr-fil fr-dib"></span><strong><span style="font-size: 10pt;">Fig 18. My Account</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxNTdmNmRjLWQ0ZjgtNDlmMi04Njg3LTEwMmNmMTQ2ZmRkMyJ9.43M_TUfayqk_h977Wq5vHFTobp2xMuVBWCa8j94Q6nM" class="fr-fic fr-fil fr-dib" width="691" height="841"></p><p><strong>Fig 19. Alternatively go to: Configuration &gt; Teams &amp; Agents &gt; Agents &gt; *Click into the Preferences Tab*</strong></p></div><p><br></p><p>Within Halo, you can use custom tabs with external websites attached, that can be stored in the main navigation menu on the left hand side of your Halo screen.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Custom URL Navigation Button</span></strong></p><p>Custom Buttons can be added from the Custom Tab configuration area, when the &quot;Navigation Bar&quot; entity is selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyMGZhZmY4LWJlYjEtNDYyNi1iNzJjLTM0MDEyMGRhOWIzNyJ9.pKujUtSXXYOdlci-Gc_rMakTcUWIXHiXs6yLDNhkt8M" class="fr-fic fr-fil fr-dib" width="356" height="292"></p><p><strong><span style="font-size: 10pt;">Fig 20. Custom tab configuration area &gt; change entity to Navigation Menu.</span></strong></p><p><br></p><p>We can then create a new tab and attach a URL to it in order to use this custom navigation button functionality.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNGY2ZDUyLTE0MWQtNDcyMS1hOTEyLTAwM2UxZTYxOGUyMSJ9.PXTdWYEQg3nS5JS0Z4AGWSH9qx8OH3g91QQ2QmFWFNs" class="fr-fic fr-fil fr-dib" width="525" height="364"></p><p><strong><span style="font-size: 10pt;">Fig 21. New tab setup.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting the Button</span></strong></p><p>After adding a new Custom Tab, you can decide where to show the Button on custom navigation menus in the Screen Layout profile configuration. First navigate to the Configuration &gt; Advanced Settings, and then down to the button called &quot;Screen Layout Profiles&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMzk4YWQxLWE5YmItNDdmNy1iNTZmLWU5NmRmZWNlNWViNyJ9.JTMkzSEEGFL4tIspD3pXc_tHWUULp6PwYOpSj3v-6MM" class="fr-fic fr-fil fr-dib" width="362" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 22. Screen Layout Profiles button.<br></span></strong></p><p><br></p><p>Then from here choose the entity type &quot;Navigation Menu&quot;, create a new layout, or edit your current one. Make sure to change the button layout to &quot;Custom&quot; in order to make the navigation menu customisable.</p><p><br></p><p>Scrolling down the list you will find your Custom Tab, from here you can set it to show in the list and decide the order it will appear in the list. You can move it around by hovering until you see the dots on the left of the bar, then drag and drop it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzODJhNTk0LWVkNzYtNGU2YS04ZjBjLWI2MWI2YjAyOWRlMyJ9.esnDnL-cllFspF6A4ZsyLvf0Vae1ObBqJ5lbwBMo_qU" class="fr-fic fr-fil fr-dib" width="507" height="792"></p><p><strong><span style="font-size: 10pt;">Fig 23. Configure navigation menu.</span></strong></p><p><br></p><p>We can then choose which Layout to use from within Advanced Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViOWQzZGY3LTE3YmYtNDI5ZC04YTc2LTFjZDQ5YjU5ODdmYyJ9.LliD1MkWrhqyLtW2bi-OgsBGv5Kdhegdf0dPyE7Yy8I" class="fr-fic fr-fil fr-dib" width="436" height="514"></p><p><strong><span style="font-size: 10pt;">Fig 24. Set global default navigation menu.</span></strong></p><p><br></p><p><strong><em>Note: This can also be set per agent .</em></strong></p><p><br></p><p>In this example, this will show a button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5MDBjZDMzLWNjMGYtNDMwNy05ZjM4LTk3Yjk1MjE4NGRmNyJ9.32Dkokq1_1eepFztoU2CBUl_J1Caw4yormuckfFHzRc" class="fr-fic fr-fil fr-dib" width="852" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 25. Button example</span></strong></p><p><br></p><p>The Icon is configurable when creating the Custom Button, in this example the &quot;check-circle-o&quot; was chosen.</p><p><br></p><p><strong><span style="font-size: 14pt;">Opening in a New Tab</span></strong></p><p>Right click on the button to display the option to open on a new tab, this will stop you from losing your Halo tab:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmOTNmZGZhLTAxNGMtNDRhZS05ZDNiLTllMjI5ZjQyOWQ2MiJ9.rQULJ3ck_d69maWqm222Vg9gLrZFy1-XsPx7DbHcV6k" class="fr-fic fr-fil fr-dib" width="255" height="90"></p><p><strong><span style="font-size: 10pt;">Fig 26. Right click on area to open link in a new tab</span></strong></p><p><br></p><p>You can also open the links in a new tab automatically by enabling the &quot;Open in a new tab&quot; checkbox when creating the navigation menu link.</p><p><br></p><p><strong><em>Note: If enabled, you will not be able to open the link in the same tab you are in, unlike when it is disabled and you can do both with the right click.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZDZhZTQ5LWM3OTItNDEyNC04ZDY0LTA0ZTY4ODdkMjg3OCJ9.jieLsWfA6TJNF1l0j-OFs8lJg_gHUmr99SSgG8uX-ps" class="fr-fic fr-fil fr-dib" width="188" height="277"></p><p><strong><span style="font-size: 10pt;">Fig 27. Configuring link to open in a new tab.</span></strong></p>

<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>Credits to -&nbsp;</strong>Connor Fagan (Video) and Robbie Emerson (Author of the Guide) from <strong>Renada.</strong></p><p><br></p><p>This Below video goes over the use case of this runbook and a high level overview of the set up.</p><p><br></p><p><iframe width="560" height="315" src="https://www.youtube.com/embed/bT0HYk2HAQg?si=F2a0rMI95xy57iT1" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe></p><p><br></p><p>The purpose of this runbook is to update the estimated time field of a ticket, based off of the category chosen for the ticket. Meaning that you can see how well your technicians are performing relative to the average resolve time (estimated time) that you have set against each category.</p><p><br></p><p><strong>Contact support if you wish for assistance to set this up.</strong></p>

<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&nbsp;</p><p>- Customer&nbsp;</p><p>- Team assigned to ticket</p><p>- Department &nbsp; &nbsp;</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.&nbsp;</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&nbsp;</li></ul><p>When using these action the supplier&#39;s message group will be used, overriding all other message group settings.&nbsp;</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 &gt; users &gt; select a user &gt; preferences tab &gt; override organisation details&nbsp;</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 &gt; sites &gt; select a site&gt; settings tab &gt; 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&nbsp;</span></strong></p><p id="isPasted">Under customers &gt; select a customer &gt; settings tab &gt; 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 &gt; teams and agents &gt; teams &gt; select a team &gt; details tab &gt; 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 &gt; organisations &gt; configure my organisation &gt; departments tab &gt; edit the page &gt; 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 &gt; Email &gt; Mailbox Setup &gt; select a mailbox &gt; Outgoing &gt; 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&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Organisation</span></strong></p><p id="isPasted">Under configuration &gt; organisations &gt; configure my organisation &gt; 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>

<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 style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; font-family: Poppins, sans-serif, Roboto; color: rgb(0, 0, 0); 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;">Configuration &gt; Billing &gt; Invoice Creation&nbsp;</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; font-family: Poppins, sans-serif, Roboto; color: rgb(0, 0, 0); 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; font-family: Poppins, sans-serif, Roboto; color: rgb(0, 0, 0); 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;">Related Guides:</strong></p><ul><li style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; font-family: Poppins, sans-serif, Roboto; color: rgb(0, 0, 0); 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;"><a href="https://usehalo.com/halopsa/guides/2538" rel="noopener noreferrer" target="_blank" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer;"><strong style="box-sizing: inherit; font-weight: bolder;">Creating Invoices</strong></a></li></ul>

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background-clip: padding-box; } </style><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; 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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><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><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><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><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><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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Invoice Creation Variables</span></strong></p><table class="styled-table grid" style="width: 100%; height: 1376px;"><tbody><tr><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.7358%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 53.9148%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3059%;" id="name"><p id="sagedetaildesc">Charge Type description</p></td><td style="width: 12.7358%;">Free Text</td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">When an invoice is generated for billable time, the contents of this field will be returned in the notes field for the invoice.</p><p><br></p><p>Variables shown when selecting Tickets, Invoices or Pre-Pay in the drop-down on the variables page can be used here.&nbsp;</p><p><br></p><p><em><strong>Note: If the description given here doesn&#39;t match what is on the invoice, then the charge rate description may be set per charge rate (Configuration &gt; Billing &gt; Charge Rates &gt; *Details Tab of a charge rate*)</strong></em></p></td></tr><tr><td style="width: 33.3059%;" id="message"><p id="issueditemsdesc">Issued Item Invoice description</p></td><td style="width: 12.7358%;">Free Text</td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">Determines the default invoice line description for invoices generated via products issued on tickets. $_Variables are accepted.</p><p><br></p><p>Variables shown when selecting Tickets, Invoices Pre-Pay, or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="issueditemsdesclong">Issued Item Invoice long description</p></td><td style="width: 12.7358%;">Free Text</td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">The long description is a field that can be edited within each item line on an invoice, it allows for larger text inputs. It can also be a field returned on PDF&#39;s. $_Variables are accepted.</p><p><br></p><p>Variables shown when selecting Tickets, Invoices Pre-Pay, or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="recurringitembillingdescription">Recurring Item description</p></td><td style="width: 12.7358%;"><p id="isPasted">Free Text</p></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">Determines the default recurring invoice line description when recurring products are added onto recurring invoices. $_Variables are accepted. This includes Item Description and the Recurring Billing Date as a Default.</p><p><br></p><p>Variables shown when selecting Invoices, Recurring Invoice Lines, Agreements or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="recurringitembillingdescriptionlong">Recurring Product Invoice long description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">The long description is a field that can be edited within each item line on a recurring invoice, it allows for larger text inputs. It can also be a field returned on PDF&#39;s. $_Variables are accepted.</p><p><br></p><p>Variables shown when selecting Invoices, Recurring Invoice Lines, Agreements or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="invoiceitembillingdescriptionshort">Product Invoice short description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">This is used when generating the short description field for non-recurring invoice lines (manually adding Items to invoices). $_Variables are accepted.</p><p><br></p><p>Variables shown when selecting Invoices or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="invoiceitembillingdescriptionlong">Product Invoice long description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">The long description is a field that can be edited within each item line on a non-recurring invoice. This is used when generating the long description field for non-recurring invoice lines (manually adding Items to invoices). $_Variables are accepted.&nbsp;</p><p><br></p><p>Variables shown when selecting Invoices or Products in the drop-down on the variables page can be used here.&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="invoicelongdescriptionfromsalesorder">Sales Order Invoice long description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">The long description is a field that can be edited within each item line. This one is specifically used when generating the long description field for Sales Order lines. $_Variables are accepted. From v2.244+, this has been replaced with the below setting.&nbsp;</p></td></tr><tr><td style="width: 33.2427%;" id="invoicelongdescriptionfromsalesorder"><p data-pasted="true">Sales Order Invoice long description content</p></td><td style="width: 12.7197%;">Single Select</td><td style="width: 54.1206%;"><strong data-pasted="true">(v2.244+)</strong> This determines what the Long description of a Sales Order Line will populate with when an Invoice is created from the Sales Order. This can be set to use the Description, Note, Description and Note, Long Description, or customised via variables.&nbsp;</td></tr><tr style="height: 87px;"><td style="width: 33.2427%;" id="invoicesalesorderbillingdescriptionlong"><p data-pasted="true">Sales Order Line Invoice long description variables</p></td><td style="width: 12.7197%;">Free Text<br></td><td style="width: 54.1206%;"><strong data-pasted="true">(v2.244+)&nbsp;</strong>Only shows when &quot;Sales Order Line Invoice long description&quot; is set to &quot;Use variables&quot;. This is the text and variables that will display as the long description on an invoice Line created from a Sales Order. &nbsp;<br></td></tr><tr style="height: 47px;"><td style="width: 33.2427%;" id="invoicesalesorderprojectsbillingdescriptionlong"><p data-pasted="true">Sales Order Line (related to a Project) Invoice long description&nbsp;</p></td><td style="width: 12.7197%;">Free Text<br></td><td style="width: 54.1206%;"><strong>(v2.244+)&nbsp;</strong>Only shows when &quot;Sales Order Line Invoice long description&quot; is set to &quot;Use variables&quot;. This is the text and variables that will display as the long description on an invoice Line created from a Sales Order which is related to a Project. &nbsp;<br></td></tr><tr><td style="width: 33.3059%;"><p id="prorata_user_line_description">Pro-rata for Users Invoice description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">This is used when Pro-rata lines are automatically generated for changes made to Users. The following variables can be used $USERNAME, $ITEMDESC, $STARTDATE, $ENDDATE, $INVOICELONGDESC&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="prorata_device_line_description">Pro-rata for Assets Invoice description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">This is used when Pro-rata lines are automatically generated for changes made to Devices. The following variables can be used $DEVICETYPE, $ITEMDESC, $STARTDATE, $ENDDATE, $INVOICELONGDESC&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="prorata_licence_line_description">Pro-rata for Licences Invoice description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">This is used when Pro-rata lines are automatically generated for changes made to Licences. The following variables can be used $LICENCE, $ITEMDESC, $STARTDATE, $ENDDATE, $INVOICELONGDESC&nbsp;</p></td></tr><tr><td style="width: 33.3059%;"><p id="prorata_default_line_description">Pro-rata for New Invoice lines Description</p></td><td style="width: 12.7358%;">Free Text<br></td><td style="width: 53.9148%; text-align: left;"><p id="isPasted">This is used when Pro-rata lines are automatically generated for changes made to invoice lines. The following variables can be used &nbsp;$INVOICEDESC, $ITEMDESC, $STARTDATE, $ENDDATE, $INVOICELONGDESC&nbsp;</p></td></tr></tbody></table><p><br></p><p><strong><span style="font-size: 14pt;">Invoice Creation Settings</span></strong></p><p><strong><span style="font-size: 14pt;"><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><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><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><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><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><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><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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style></span></strong></p><table class="styled-table grid" style="width: 100%; height: 2640px;"><tbody><tr style="height: 51px;"><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.5%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.1571%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr style="height: 105px;"><td style="width: 33.3059%;"><p id="actionlineitems">Grouping for Invoice lines (Labour)</p></td><td style="width: 12.5%;">Single Select</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">Determines how invoice lines for billable time are presented. For example, &#39;No Grouping&#39; will result in each individual action being it&#39;s own line on an invoice while &#39;Group by Ticket and Rate&#39; will result in one invoice line for each ticket/rate used. No grouping works well if you want to specify things like Time Taken and Action Date on the line description.</p></td></tr><tr style="height: 65px;"><td style="width: 33.3059%;"><p id="projectlabourlineitems">Grouping for Invoice lines (Labour found under the Projects view only)</p></td><td style="width: 12.5%;">Single Select</td><td style="width: 54.1571%; text-align: left;">Determines how invoice lines for billable time are presented.<br></td></tr><tr style="height: 85px;"><td style="width: 33.3059%;"><p id="projectlineitems">Grouping for Invoice lines (Project)</p></td><td style="width: 12.5%;">Single Select</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">Determines how invoice lines for billable time on Projects are presented (similar to above). The time added across all Project Tasks will be billed against the Parent Project Ticket.</p></td></tr><tr style="height: 85px;"><td style="width: 33.3059%;" id="invoiceaddgroupheaders">Add a group header for each billing type on the Invoice<br></td><td style="width: 12.5%;">Checkbox</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked, if different billing types (Recurring, Support Labour, Project etc..) are to be added to a single invoice, then each billing type will be placed under respective group headers.</p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="includezerocharge">Include actions with a zero rate charge rate as invoice lines<br></td><td style="width: 12.5%;">Checkbox</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When enabled, actions that have a charge rate equal to 0 will be invoiceable and will display on invoices.</p></td></tr><tr style="height: 85px;"><td style="width: 33.3059%;" id="dont_show_zero_charge_rate_ready_for_invoice">Don&#39;t show zero rate Charge Type entries in the Ready For Invoice lists<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When this is enabled, any charge rate that has zero value, will no longer show in ready for invoicing when used. This means tickets and/or actions will not show in the ready for invoicing list if they have no value against them.</p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="linknonchargabletoinvoice">Show labour for Agreements/Pre-Pay in Ready For Invoicing<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">Labour will show in Ready For Invoicing but will not be shown on the Invoice unless the above setting is checked</p></td></tr><tr style="height: 47px;"><td style="width: 33.3059%;" id="ticketinvoices">Invoice each Ticket separately<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When selected, separate invoices will be created per ticket.</p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="groupallinvoicetypes">Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices/Sales Orders<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When enabled, if labour, products and pre-pay charges are selected during invoice creation they will be added to a recurring invoice that is being created at the same time.</p></td></tr><tr style="height: 125px;"><td style="width: 33.3059%;" id="mergerecurringinvoices">Merge recurring invoices into one invoice per client<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked &amp; a client has multiple recurring invoices against them, the resulting invoice generated each period will contain details from all recurring invoices (as opposed to one invoice generated each period per recurring invoice). If two or more invoices for a client contain a product group with the same name, these groups will be merged together.&nbsp;</p></td></tr><tr style="height: 85px;"><td style="width: 33.3059%;" id="mergesalesorderinvoices">Merge sales order invoices into one invoice per client<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When unchecked, each Sales Order will generate a unique invoice. When checked, generating invoices for Sales Orders (via the Ready for Invoicing screen) will create one invoice per customer.</p></td></tr><tr style="height: 137px;"><td style="width: 33.3059%;" id="mergesalesordersdeliveryaddress">Merge sales order invoices into one invoice per delivery address<br></td><td style="width: 12.5%;">Checkbox</td><td style="width: 54.1571%; text-align: left;"><strong>(Only visible if &quot;per Client&quot; is selected)<br></strong><br>When unchecked, each Sales Order will generate a unique invoice. When checked, generating invoices for Sales Orders (via the Ready for Invoicing screen) will create one invoice per delivery address.</td></tr><tr style="height: 125px;"><td style="width: 33.3059%;" id="mergesalesorderinvoicessite">Merge sales order invoices into one invoice per site</td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted"><strong>(Only visible if &quot;per Client&quot; is selected)</strong></p><p><br></p><p>When unchecked, each Sales Order will generate a unique invoice. When checked, generating invoices for Sales Orders (via the Ready for Invoicing screen) will create one invoice per site.</p></td></tr><tr style="height: 92px;"><td style="width: 33.3059%;" id="ready_for_invoice_recurring_review_check_all">Only show Recurring Invoices as Ready For Invoicing if all of the Customers Recurring Invoices are reviewed<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When enabled, if a customer has at least one recurring invoice line that has not been reviewed none of their recurring invoices will appear in ready for invoicing. This will not affect recurring invoices for the customer that are set to be invoiced separately.&nbsp;</p></td></tr><tr style="height: 125px;"><td style="width: 33.3059%;" id="invoiceduedaysextra">Invoice due date<br></td><td style="width: 12.5%;">Integer</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">Determines the number of days after invoice creation to set the invoice due date.</p><p><br></p><p><em><strong>Note: This adds to whatever has been input with a recurring invoice, so adding 14 days here &amp; 14 days within a recurring invoice results in a due date of 28 days for recurring invoices. Can be overridden on Customer and Recurring Invoice</strong></em></p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="mustconsignorderstoinvoice">Orders and Items must be consigned to be invoiceable<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked, Products on Sales Orders &amp; Products issued on Tickets must be consigned (marked as delivered) before they can be invoiced.</p></td></tr><tr style="height: 125px;"><td style="width: 33.3059%;" id="automaticallysendinvoiceemails">Send Invoices To Accounts&#39; Emails when creating Invoices from Ready For Invoicing<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When enabled, invoices that are generated will also result in invoice PDFs being sent to respective accounts&#39; email addresses. Accounts email addresses are stored at client level, under the billing tab. This setting can also be disabled at Client level under the Billing Tab. The checkbox name is &ndash; &quot;Don&#39;t automatically send invoices to this Client when creating Invoices from Ready For Invoicing&quot;</p></td></tr><tr style="height: 115px;"><td style="width: 33.3059%;" id="use_main_invoice_address_all_sites">Always use the invoice address associated with the main Site for the Customer on invoices<br></td><td style="width: 12.5%;">Checkbox</td><td style="width: 54.1571%; text-align: left;">When enabled invoices will always use the address of the main site of the customer as the invoice address. Even when the invoice is assigned to another site under the customer. The delivery address will still change based on the site. Used when you would never like the invoice address to change based on the site the invoice is assigned to.&nbsp;</td></tr><tr style="height: 85px;"><td style="width: 33.3059%;" id="use_ticket_site">Use Site address if all lines on invoice are for the same Site<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked, if an invoice generated for a client &amp; all invoice lines correspond to charges for the same site, that site address will be the invoice address. When unchecked, the invoice address for the main site of a client will always be used.</p></td></tr><tr style="height: 145px;"><td style="width: 33.3059%;" id="groups">Product Bundles</td><td style="width: 12.5%;">Button</td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">This opens up the menu for creating and editing Quote Group templates. These are used to create pre-set Quote groups, which will have pre-set items and prices/rates applied to them. They will be configured together and can be applied all together. Multiple groups can be applied to Quotes, and are therefore usually used to separate popular batch items, such as managed services along with their optional nice-to-haves and upsells.</p></td></tr><tr style="height: 47px;"><td style="width: 33.3059%;" id="default_itemgroups_hideitems">Default for hiding items in an item group on PDFs<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When applied, items on PDF&#39;s will not be displayed, only the group will be displayed.</p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="defaultinvoicedatetotoday">Default Invoice date for manually created invoices to today<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked on, it changes the default Invoice date during invoice creation to todays date.</p></td></tr><tr style="height: 65px;"><td style="width: 33.3059%;" id="enable_xml_generation_warnings">Enable XML Attachment generation warnings<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked, a warning message will appear if the XML attachment has different total tax and/or revenue to that on the invoice PDF.&nbsp;</p></td></tr><tr style="height: 125px;"><td style="width: 33.3059%;" id="prepay_amount_as_price">When billing prepay as amounts make the amount show as the invoice line price rather than the quantity<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><p id="isPasted">When checked, prepay on an invoice will display the prepay amount/hours as the line price rather than the line quantity. For example if billing for 10 hours of prepay costing &pound;1,000, with this setting off the invoice will show quantity = 10 price = 1,000. With this setting on the invoice will show quantity = 1,000 price =10. (This is typically enabled when prepay is a set value for unlimited hours).&nbsp;</p></td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="allow_inv_ref_to_take_so_customer_po">Allow the Sales Order&#39;s Customer PO Number to be used when determining Invoice Reference<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;">When disabled, the sales order&#39;s Customer PO number will be excluded from the Invoice Reference field.</td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="select_invoice_email_template">Allow selection of invoice email template when sending an invoice<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;">When enabled, a dropdown to choose an email template will show when sending an invoice.</td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="templates">Invoice Email Templates</td><td style="width: 12.5%;">Button</td><td style="width: 54.1571%; text-align: left;"><strong>(Shows when above is enabled)</strong> Allows email templates of use &quot;Invoice&quot; to be created/edited.</td></tr><tr style="height: 70px;"><td style="width: 33.3059%;" id="send_automated_invoice_reminders_after_days">Send automated invoice reminders after X number of days<br></td><td style="width: 12.5%;">Integer</td><td style="width: 54.1571%; text-align: left;">The number set here determines the number of days after an Invoice was sent that an automatic invoice reminder is sent.&nbsp;</td></tr><tr style="height: 92px;"><td style="width: 33.3059%;" id="repeat_automatic_invoice_reminder">Repeat the sending of the reminder<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;">When enabled invoice reminders will be sent every X days, according to the value set under &quot;Send automated invoice reminders after X number of days&quot;, until the invoice is marked as &quot;Paid&quot;. &nbsp;&nbsp;</td></tr></tbody></table>

<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><span style="font-size: 14px;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 14px;"><strong>- Creating Contract Rules</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1843/" target="_blank" rel="noopener noreferrer"><strong>Agreements (Contracts)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><span style="font-size: 14px;"><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1975/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Creating an Agreement/Recurring Invoice for a customer</strong></a></span></li></ul><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><em><strong>Note: In Halo the terms &#39;contract&#39; and &#39;agreement&#39; are used interchangeably.&nbsp;</strong></em></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Contract rules are used to automatically assign a new user to an existing contract based on set criteria. Making new user onboarding easier as you do not need to manually assign them to a contract.</span></p><p><br></p><p><span style="font-size: 18px;"><strong>Creating Contract Rules<br></strong></span></p><p><span style="font-size: 14px;">To enable contract/agreement rules head to configuration &gt; agreements, enable the setting highlighted in figure 1.&nbsp;</span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMzVlMmJlLWFhZWMtNGRiNS05NTNiLTU3NzRiNmFhYTUzMSJ9.jT-ws5JeOxQ3o9pe5n8u-kHP2sMXYMnF3OBcbJk3W8A" class="fr-fic fr-fil fr-dib" width="796" style="width: 798px; height: 216.971px;" height="217"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Use agreement rules setting.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once enabled you will be able to set the match type, the options for this are as follows:</span></p><p><br></p><ul><li><span style="font-size: 14px; color: rgb(0, 0, 0);"><strong>Use the first matched rule in the list. Apply the user to an agreement that matches the outcome if possible</strong> - Only the first rule in the sequence will be checked, if a user meets the criteria for this rule the outcome will be applied, if the user does not meet the criteria for this rule no outcomes will be applied.&nbsp;</span></li><li><span style="font-size: 14px; color: rgb(0, 0, 0);"><strong>Match all possible rules. Apply the user the first agreement that matches the outcome if possible</strong> - All rules in the list will be checked in order of sequence until the user matches criteria. If a user matches criteria of a rule the outcome of this rule will be applied and rules will stop being checked. If the user does not match any criteria of the rules in the list no outcomes will be applied. &nbsp;</span></li></ul><p><span style="font-size: 14px; color: rgb(0, 0, 0);">The second match type &#39;Match all possible rules. Apply the user the first agreement that matches the outcome if possible&#39; is used when you have created a set of rules to encompass all users/agreements and are importing users in minimal imports. The first match type is typically used when you would only like users to be automatically assigned to one agreement, any users who do not meet the criteria for this agreement will not &nbsp;be assigned to an agreement. You can toggle between the two match types for each user import you complete.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now you can select &#39;Rule Outcomes&#39;, select &#39;new&#39; to setup a new rule.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Here, give your rule a name and a sequence. If the setting &#39;User must be a member of the Customer of the Agreement&#39; is enabled this will ensure users are only assigned to an agreement for the same customer i.e. a user under one customer cannot be assigned to an agreement under a different customer.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now you will need to set rule criteria, this will determine if the user matches the rule. When adding criteria you will be able to set this based on various user fields and various field criteria, ie. equal to, not equal to, starts with etc.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMTA0MTUyLTZkODEtNGNjNC1iZjEwLTg2ZDdlNTI2MDcyOCJ9.1-XoD8-s0zCsMHPdaQ659GgF3ENyR-Vvou9odIpPIsk" class="fr-fic fr-fil fr-dib" width="605" style="width: 607px; height: 414.797px;" height="415"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. User fields to set criteria against.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once you have set criteria you will need to choose the rule outcome, this is the contract type that any users who match this rule will be assigned to. You can set the &#39;contract type&#39; and &#39;agreement subtype&#39; that the users will be assigned to. The contract type and agreement subtype can be set against a specific contract under the details pane.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhNDJjOGZlLWNkNjgtNDFiMS1iNjhkLWQxZDJjMTNiODEyOSJ9.mCTnZ3lfKjAUwybDxaGJ_fKBD0Nlf_bhXK-PWyi2Qw4" class="fr-fic fr-fil fr-dib" width="302" style="width: 304px; height: 624.712px;" height="625"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Contract type and agreement subtype set against a contract.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once the outcome is set choose if the users will be covered by the contract or not, the value of this user, and how long the users are covered by this contract.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the figure 4 example I have set up a rule that will assign any users who have the string &#39;Halo&#39; in their email to a contract with a bronze package contract type and a managed agreement subtype. In my Halo the contract BP0002 has this type and subtype so new users will be assigned to this contract.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0ZWQzYmM5LTY1ZmItNDI0Zi1iNGIyLWVkYjFmMzIzNGUwNSJ9.O3h9CnsFCm77Ex38XGrNqxCYOqpXZsffM85SLzz8Am0" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 666.358px;" height="666"></span><br></p><p><span style="font-size: 10pt;"><strong>Fig 4. Example rule.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">You will need to create a rule for each of the contracts that you would like users to be assigned to automatically. Once setup is complete each time you create a new user in your Halo they will be assigned to the correct contract automatically.&nbsp;</span></p>

<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 are Custom Integrations?</strong></p><p><strong>- Creating a Custom Integration</strong></p><p><strong>- Custom Integration Methods&nbsp;</strong></p><p><strong>- Executing Custom Integration Methods - Runbooks</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Custom Integrations?</span></strong></p><p>Custom Integrations in Halo are used to authenticate access and execute requests to other APIs. This allows you to integrate your Halo instance with another tool as requests can be passed between tools via the API. In this guide we will cover how to setup a custom integration, how to setup a custom integration method and how to execute these methods.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Custom Integration</span></strong></p><p>To setup a custom integration head to Configuration &gt; Integrations &gt; Custom Integrations &gt; Custom Integrations.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhNWEwMGI0LTdiNTYtNGE0Yi05ZTY1LTE4NjMzODE5MmI3NCJ9.Hu-RorCOHOWQYZZrNR1bHmBqkrrK5XLacMf2fNYOE4c" class="fr-fic fr-fil fr-dib" width="1748" style="width: 1750px; height: 519.355px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 1. Custom Integrations&nbsp;</span></strong></p><p><br></p><p>Here you will notice there are already some custom integrations available out of the box. These integrations have been pre-built out to allow certain functionalities in your Halo instance. You can use these existing custom integrations as reference however, we do not recommend editing these as this may impact existing functionality in your Halo instance.&nbsp;</p><p><br></p><p>Use the &#39;New&#39; button to create a new custom integration.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3NjE1ZjhlLWVhZGQtNDk3Yi05MTQ0LWFhODJmM2QxOGMwYyJ9.0PZJ8pLB-40wCl2IDP4fu3bnLANsR-yqxFr-PgCShPY" class="fr-fic fr-fil fr-dib" width="1411" style="width: 1413px; height: 769.043px;" height="769"></p><p><strong><span style="font-size: 10pt;">Fig 2. New custom integration</span></strong></p><p><strong><br></strong></p><p><strong>Name</strong> - Give the custom integration a sensible name.&nbsp;</p><p><strong>System Integration</strong> - Contains options for pre-built custom integrations. See the section on &#39;System Integrations&#39; on how to use these. To integrate with an application not in this list, select &#39;None&#39;.&nbsp;</p><p><strong>Version&nbsp;</strong>- Enter the version the custom integration is on. Useful when changes are made to the integration and a new version of the integration is created.&nbsp;</p><p><strong>Notes</strong> - Enter any notes you have about the custom integration. These will only be visible on this page.&nbsp;</p><p><strong>Base Resource URL</strong> - Here enter the base URL of the application you will be making requests to. This should be the root API endpoint the tool uses before specific paths or parameters are added. This will be pre-pended to the endpoint used in methods to send requests to.&nbsp;</p><p><strong>Authorization</strong> - Here choose the authorization method you would like to use for the custom integration. More information on this in the section &#39;Authorization methods&#39;.&nbsp;</p><p><br></p><p><strong>API Accessibility</strong> - Here, choose if the API you are connecting to is externally accessible or internally accessible only, requiring a proxy to be used. APIs are typically only internally accessible when they are hosted on a private server. If &#39;Internally accessible only, use a proxy&#39; is chosen you will be provided with options to enter the details of the proxy you have setup to connect to the API along with the certificate to authenticate connection.</p><p><br></p><p><strong><span style="font-size: 12pt;">System Integrations</span></strong></p><p>System integrations are typically used when you are already using the system integration Halo has built with the application, therefore have already authenticated the connection between Halo and the other application (using the dedicated integration module). But you would like to configure custom requests to be sent to this application, to achieve some custom integration functionality.&nbsp;</p><p><br></p><p>As authentication has already been set up for the application, choosing a system integration to use within a custom integration allows you to configure requests to be sent to the application without having to setup the authorization method again. Just keep in mind the authentication credentials required for the application, will need to be entered within the integration module for the integration.&nbsp;</p><p><br></p><p>The system integrations you have available to choose from will depend on which integration modules you have enabled in your Halo instance.</p><p><br></p><p><strong><em>Note:&nbsp;</em></strong><a href="https://usehalo.com/haloitsm/guides/2245/" target="_blank" rel="noopener noreferrer"><strong><em>SharePoint</em></strong></a><strong><em>&nbsp;is available as a system integration here from v2.238+. Only SharePoint connections using the authorization code authentication method can be used in custom integrations.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Authorization</span></strong></p><p>When creating a custom integration you will need to choose how you would like to authenticate Halo&#39;s access to this application using the &#39;Authorization&#39; field. Once an authorization method is chosen you will be provided with the relevant fields to enter authorization credentials in.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0YjY4NTg2LTY5MDYtNDE1YS1hM2M4LTVhZTQxNzMzYjgxMiJ9.dAvSEB0YW_qIdNm-hn4RoTCkLdFF9dx-pryGG2MeDY0" class="fr-fic fr-fil fr-dib" width="748" height="290"></p><p><strong><span style="font-size: 10pt;">Fig 3. Authorization Methods</span></strong></p><p><br></p><p>Current authorization methods include:</p><ul><li>None - Used when the API you are sending requests to does not require authentication to be able to access.&nbsp;</li><li>API Key</li><li>Bearer Token</li><li>Basic Auth</li><li>OAuth 2.0 - Supports Client Credentials, Password Credentials, Authorization Code and Authorization Code (with PKCE) grant types</li><li>Sign Request Body with a X.509 Certificate</li><li>Sign Request Body with a Secret Key</li><li>JWT Assertion - Supports HS256, RS256 and PS256 algorithms&nbsp;</li><li>mTLS (Mutual TLS)</li></ul><p data-pasted="true">From v2.234.1+, if using OAuth 2.0, you will be able to set a token expiry date for when the OAuth token received does not contain an expires_in or expiry_date property. Leave this field blank for tokens which do not expire.&nbsp;</p><p><br></p><p><strong>JWT Assertion</strong></p><p data-pasted="true">The JWT assertion authentication method generates a signed JWT and uses it to fetch an access token from the token endpoint.&nbsp;</p><p><br></p><p>For PS256 you can choose an existing pfx certificate that is stored in Halo, or manually enter the private key and certificate id of the certificate you need to sign the JWT with. To store a certificate in Halo, head to Configuration &gt; Advanced Settings &gt; Certificates.&nbsp;</p><p><br></p><p>You can also specify additional claims to be included inside the JWT body. Some claims are automatically included by default.</p><p><br></p><p>For all algorithms the application/x-www-form-urlencoded content type can also be used for fetching the access token with the JWT, as well as application/json using bearer authentication.</p><p><br></p><p><strong>Creating instance specific Authorization</strong></p><p>If you have multiple linked Halo instances (Prod/UAT/Dev), multiple authorization credentials can be setup against a custom integration, linked to each of your instances. This allows a single custom integration to be used in multiple instances. Useful when syncing changes made to the custom integration between instances.</p><p><br></p><p>This functionality is available when using the authorization method OAuth 2.0 with the grant type Client Credentials. To use this enable the option &#39;Enable linked instance Client Credentials&#39; under the authorization details. Once enabled, a &#39;Client Credentials&#39; table will become available.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMzI5ZWJiLWQ0ZGMtNDg4NC1hNWIwLWUzMGUyYTJmYWNkYyJ9.-ZEvAvceRvN6GMuPP4U0Bj8RMBoPLBKFCKOll5DQhhs" class="fr-fic fr-fil fr-dib" width="1451" style="width: 1453px; height: 709.159px;" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 4. Enable linked instance Client Credentials</span></strong></p><p><br></p><p data-pasted="true">When using OAuth 2.0 you will see a button to clear tokens on this page. This button should be clicked if any permissions are changed in order to update the tokens.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NDk1MGNhLTE5MmYtNDRjOC1hNGU1LTAwNjBjZDkxMjRlMiJ9.YKLIfV3LTOYps1JuLgv-lK1BtIgv7OrHDRlprmizq28" class="fr-fic fr-fil fr-dib" width="837" height="106"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Clear Tokens option</span></strong></p><p><br></p><p><strong data-pasted="true"><em>Note: This button will only show when the page has been saved.</em></strong></p><p><br></p><p>Use the Client Credentials table to add a client ID and Secret per instance. When adding an entry you will need to select which instance the credentials should be used for.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZTE0MjZkLWZmYmItNDg4NC1hZWY5LWUxZmUzYWJlYjZlYyJ9.wd5wVrVtJRg2aq0_v81yP9g_bLrw-SBDytTSd5VizxE" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 285.781px;" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 6. Add instance specific credentials</span></strong></p><p><br></p><p><strong><span style="color: rgb(235, 107, 86);">Important: When using instance specific credentials you must ensure the variable &lt;&lt;halo_url&gt;&gt; is used in all parts of the integration method in which your Halo instance URL is required. This ensures the instance URL changes dynamically based on the Halo instance it is being executed in.&nbsp;</span></strong></p><p><br></p><p>Once your authorization setup is complete you are ready to create methods for your custom integration.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Integrating with your own Halo Instance</span></strong></p><p>A custom integration can be setup to make requests to your own Halo instance, from your Halo instance. Useful for building custom functionality in your instance. On versions prior to v2.234.6 you will need to setup an API application to generate authentication credentials that can then be plugged into a custom integration.&nbsp;</p><p><br></p><p>On versions v2.234.6+ you can use a Halo Automation Identity to authorise access to your own instance. This simplifies how integrations with your own instance are built.&nbsp;</p><p><br></p><p><strong><em>Note: A Halo Automation Identity will authenticate the integration&#39;s methods using an implementation of JWT assertion flow which automatically manages and rotates rsa keys, or utilises one-time use tokens depending on the scenario.</em></strong></p><p><br></p><p>To do this create a new API application with the authorisation method &quot;Halo Automation Identity&quot;.&nbsp;</p><p><br></p><p>Then to use the API application to authenticate a custom integration set the &quot;Connection&quot; for the custom integration to be &quot;Connect to your Halo&quot;. Then, in the &quot;Run-as Application&quot; field you can choose a Halo Automation Identity application. No further authorisation for the integration needs to be configured.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0NTExMjIxLTJlZGEtNDg5OS1hODIyLWZlNDA5NzUzYmYyOSJ9.-Z66gtdPzECzjmvt55jSWfvY6ryo7CdoLrdoAskwQSk" class="fr-fic fr-fil fr-dib" width="1298" style="width: 1300px; height: 738.123px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 7. Custom Integration to integrate with your own Halo instance</span></strong></p><p><br></p><p>Methods made for this custom integration will have their base URL for the method set automatically to be the URL of your Halo instance. Making methods easier to create.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Integration Methods&nbsp;</span></strong></p><p id="isPasted">Methods define a series of different API requests that can be made for a given custom integration. This controls what information is obtained from, or sent to the integrated application. Each Method allows you to:</p><ul><li>Specify a HTTP Method (GET, POST, DELETE etc.)&nbsp;</li><li>Send requests to a particular endpoint.</li><li>Include Query Parameters for the requested resource.</li><li>Include request headers, and a request body (if the HTTP method permits).</li><li>Specify Output variables, which can be used further on down the road.</li></ul><p>Methods can either be setup from within the custom integration or from a runbook.&nbsp;</p><p><br></p><p>To create a new method from within the custom integration head to the &#39;Methods&#39; tab and use the &#39;new&#39; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2YWJjNTRkLTIyY2UtNGYxYy04MzllLWNkMmEyYmU5OTJjNyJ9.TX8YtxZ4ExzlTK6ohmbE3kwaRtJQy4-7muKLjXyuazI" class="fr-fic fr-fil fr-dib" width="1503" style="width: 1505px; height: 532.09px;" height="532"></p><p><strong><span style="font-size: 10pt;">Fig 8. Create new custom integration method</span></strong></p><p><br></p><p>When a new method is added you will be provided with the popup shown in figure 8, here you can configure what request is being sent and where to.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllMWZkMGVmLTQwOGUtNGI5Zi1hYzFjLTc4NmYyMmU0NzA2YSJ9.xlRR2egSM4RntGKpno9ptu2xfWoDctiy4GtkuJFB1bY" class="fr-fil fr-dib" width="1525" style="width: 1527px; height: 698.67px;" height="699"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 9. New Method</span></strong></p><p><br></p><p><strong>HTTP Method</strong> - Choose the HTTP method you would like the request to execute in the field highlighted in orange (1).&nbsp;</p><p><strong>Base URL</strong> - The field highlighted in green (2) will automatically pull through the &#39;Base Resource URL&#39; set against the custom integration.&nbsp;</p><p><strong>Integration</strong> - The field highlighted in pink (3) will automatically be populated with the custom integration you have created this method from/for. This is used to populate the base URL for the method and provide authorisation to the request.&nbsp;</p><p><strong>Endpoint</strong> - The endpoint you would like to send the request to should be entered in the field highlighted in purple (4).&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Query Params</span></strong></p><p>Within the &#39;Query Params&#39; tab of the method you can add key value pairs to be appended to the request endpoint. These are usually used to sort and filter the results of the request for GET requests.&nbsp;</p><p><br></p><p>The &#39;Description&#39; column in the query parameters table can be used to provide a description of the parameter; this will not be used in the request.&nbsp;</p><p><br></p><p>Path parameters such as /users/{id} will need to be added to the endpoint in order to be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Authorization</span></strong></p><p>Under this tab set how you would like the request to be authorised. To ensure the authorisation setup against the custom integration is used, under the &#39;Authorization&#39; tab make sure &#39;Authorization&#39; is set to be &#39;Inherit from integration settings&#39;. However, this will be set by default.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNDMzNmRkLTNjZTMtNDU1My05MmFlLWM1YjE5NTFmMGVkOCJ9.mmTeM3N9ogDLjSh_o-6Audqh8tVPE0WW_QlR2SSUTEE" width="1005" height="415" 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: 1007px; height: 415.364px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 10. Authorization used for method</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Headers</span></strong></p><p>Under this tab enter the key value pairs for any headers that you would like to be included in the request. For example, if you are using a bearer token to authenticate the integration you will need an authorization header.</p><p><br></p><p><strong><span style="font-size: 12pt;">Body</span></strong></p><p>Under this tab you can add the body of the request to be sent to your chosen endpoint. You will need to choose what format the body will be sent in.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Output Variables&nbsp;</span></strong></p><p>Under this tab you can extract data from the response returned by this request and store this data in a variable. This variable can then be used in other requests in the same runbook. Runbooks are used to execute custom integration requests and will be covered in the next section.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Executing Custom Integration Methods - Runbooks</span></strong></p><p>Custom Integration Methods are used to configure requests you would like to be sent to another application. In order for these requests to be run you will need to setup an Integration Runbook, this will control which requests are sent and when.&nbsp;</p><p><br></p><p>Runbooks contain steps, with each step executing a different request. When creating a runbook, you will need to configure what request is executed at each step and the &#39;flow&#39; of the steps. The flow controls the order in which requests are made, and which step should be executed next based on the outcome of a previous step. Therefore, a runbook step will need to be configured to execute the custom integration method created earlier.</p><p><br></p><p>To create a runbook head to Configuration &gt; Integrations &gt; Custom Integrations &gt; Integration Runbooks &gt; New.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMjkwMThjLTgyYWItNDNjZi05NTcwLTAyZjcyMjg5OGY3NyJ9.V8C_x1k9V7BBVRExv1PWAqLl81-GWIvW-VQAMA50X0k" class="fr-fic fr-fil fr-dib" style="width: 1527px; height: 658.076px;" width="1852" height="799"></p><p><strong><span style="font-size: 10pt;">Fig 11. Create new integration runbook</span></strong></p><p><br></p><p>After giving the runbook a name and saving, head to the &#39;Flow Chart&#39; tab. Here you will need to add a new step using the &#39;Add Step&#39; button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmMGI0MzYyLTZhMjAtNDBkMy1hNjY3LWVkMDU0NmNhMzY1NSJ9.EcxAjugliGBgXu8TNE0erP3P6qfIdQchQI--u_KKj_4" class="fr-fic fr-fil fr-dib" width="775" style="width: 777px; height: 451.832px;" height="452"></p><p><strong><span style="font-size: 10pt;">Fig 12. Add runbook step</span></strong></p><p><br></p><p>Set the step &#39;Type&#39; to be &#39;Action&#39; and the &#39;Action type&#39; to be &#39;Execute an Integration Method&#39;. Then in the &#39;Method&#39; field you can select the custom integration method created earlier.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkOTdhYTZmLTUzODYtNGFlNi1iYzhlLTk2ZjhiOTQxZmVkZCJ9.Jf9tTzVcFc7R84gidzv8FNYcD2EtQyQUm1EYI7VmH1w" class="fr-fic fr-fil fr-dib" width="1456" style="width: 1458px; height: 711.673px;" height="712"></p><p><strong><span style="font-size: 10pt;">Fig 13. Runbook step to execute custom integration method.&nbsp;</span></strong></p><p><br></p><p><strong><em>Note: The &#39;Edit Method&#39; button can be used to edit the custom integration method from within the runbook. Just keep in mind any edits will not be specific to this runbook, they will impact all runbooks the custom integration method is used in.&nbsp;</em></strong></p><p><br></p><p>Now you have a step to execute the custom integration method you will need to setup the rest of the runbook, including any other steps the runbook needs to execute and when the runbook itself is triggered. For information on creating runbooks in Halo checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1630" id="isPasted" target="_blank" rel="noopener noreferrer">Custom Integrations/Runbooks</a>.</p><p><br></p><p><br></p>

<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; 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} .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><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 Dynamic Field Visibility?</strong></p><p><strong>- Configuring Dynamic Field Visibility&nbsp;</strong></p><p><strong>- What Is Dynamic Field Value Visibility?</strong></p><p><strong>- Configuring Dynamic Field Value Visibility</strong></p><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">What Is Dynamic Field Visibility?</span></strong></p><p>Dynamic field visibility is the process of making the visibility of a whole field dependant on the value of another field. When the condition is fulfilled then the field will be made visible, otherwise the field remains hidden. This is useful for reducing the amount of noise on a Ticket with a large field list, or for guiding the input of data.</p><p><br></p><p>In the below example, we have a New Starter form on the Self Service Portal. You will notice that in the New Starter IT Requirements section only a checkbox field and a comments field is currently showing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmODY0NDhjLTdkYmYtNGE0Yy05ZDMwLTBjMDJjOTFiNzE5MCJ9.4z7JJw3hGJaT2EVD6n2vTzIkQj0Glk_LCkH8GmYWIWw" class="fr-fic fr-fil fr-dib" width="966" style="width: 968px; height: 758.118px;" height="758"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Starter Form</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Upon the User selecting the checkbox, however, the following fields will appear requesting additional details.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxNjQwZTY1LWYyZDMtNDQ5OC04ZWM0LTZiM2JjMTYxM2FhZCJ9.2cXA-1Wepz4TMEQMcpAZ7zvCpgFp-yV-9qPNxACYXoM" class="fr-fic fr-fil fr-dib" width="962" style="width: 964px; height: 888.833px;" height="889"></p><p><strong><span style="font-size: 10pt;">Fig 2. Dynamically Visible Fields Appearing</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This is Dynamic Field Visibility.</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure Dynamic Field Visibility&nbsp;</span></strong></p><p>To configure Dynamic Visibility for a field, navigate to Configuration &gt; Tickets &gt; Ticket Types, click into a relevant Ticket Type and go to the Field List tab. Edit a field that you would like to control the visibility of using the pencil icon that sits at the right of each field.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyZWZjMjAzLTI5Y2QtNGE5OS04NTNkLTVkOGJlOWNhZmM1NiJ9.25PAdU_EfLHwcK-VPo-tvifiivZb-lCYZNA1njhQQBw" class="fr-fic fr-fil fr-dib" width="819" style="width: 821px; height: 764.464px;" height="764"></p><p><strong><span style="font-size: 10pt;">Fig 3. A Ticket field list in edit mode</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When you select the pencil icon on a field, a modal screen will appear where you are able to able to configure the visibility for both Agents and Users, and whether the field should be mandatory.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Towards the bottom of this modal screen there is a section labelled &quot;Dynamic Field Visibility&quot;. To add in criteria for Dynamic Field Visibility select the &quot;+ Add&quot; button.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNmUwYjMyLTEyNzQtNGEzZi05MjBjLTJiZGE3NzBlMWU0NiJ9.YdSVUi114BG0E5CB6YWbhowwcMfbEvOm2EQ_aKKo5_I" class="fr-fic fr-fil fr-dib" width="804" style="width: 806px; height: 742.627px;" height="743"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding Dynamic Field Visibility to a Field</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Selecting the + Add button will bring up a screen that asks whether you would like to add a group of conditions or an individual condition. In this example we are looking at individual conditions, later in this guide we will look at condition groups.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">Once you have selected to add an individual condition, you can choose the Ticket field to depend on.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YmI4MjBlLWU1ZmEtNDJiMS1hODI0LTMyNmUwNDllNzAwOSJ9.GgMqffzVF4S9sbBAp_cz0kCkgIMpalprLrwb2gHO9TA" class="fr-fic fr-fil fr-dib" width="812" style="width: 814px; height: 499.215px;" height="499"></span></p><p><strong>Fig 5. Choosing the field to be used as the dependency for Dynamic Field Visibility</strong></p><p><br></p><p><span style="font-size: 11pt;">Once you select &quot;Save&quot;, you need to choose the value that will determine whether this field shows or not. For example, if you choose a checkbox field in Figure 5, then the value options will be &quot;Yes&quot; or &quot;No&quot;.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MGZmOTc2LWI1ODYtNDI2OS1iOGE4LTNhOTQxNWI4OTgxYyJ9._frDXex-eTnl62Y-YGhuX8lsXeNshlmZ3nOxBNSk2_M" class="fr-fic fr-fil fr-dib" width="674" style="width: 676px; height: 329.833px;" height="330"></span></p><p><strong>Fig 6. The value options if a checkbox field is chosen as the dependency</strong></p><p><br></p><p><span style="font-size: 11pt;">Once your criteria is saved, as shown in Figure 7, it will show in the Dynamic Field Visibility section when editing the field.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5MDQ4NzRjLTMwYTYtNDhkYy04ZmIwLTE5OWM3ZmZlNzBlZiJ9.cukbPJvw9W4sXLsfGHzEU0tRykLm0_Plh1IPcpHDZKQ" class="fr-fic fr-fil fr-dib" width="685" style="width: 687px; height: 299.445px;" height="299"></p><p><strong><span style="font-size: 10pt;">Fig 7. Dynamic Field Visibility criteria</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once this is set for each of the relevant fields, as demonstrated by Figures 1 and 2, the field will only show if &quot;Do you require hardware for your new starter?&quot; is checked.&nbsp;</span></p><p><br></p><p data-pasted="true"><strong><em>Note: From version 2.230+, you can use the Sales Closure Category as Dynamic Visibility Criteria on Sales Tickets.&nbsp;</em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Dynamic Field Value Visibility</span></strong></p><p>When editing fields that are single selection and multiple selection custom fields, i.e. field that contain a set list of values (not SQL lookup custom fields), an additional section below &quot;Dynamic Field Visibility&quot; will appear labelled &quot;Dynamic Field <strong>Value</strong> Visibility&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5ZDcxNGYwLTI1YTItNGEwYy1hZDQ2LTMyN2EwZGM3MzAzOSJ9.ml90k0hcFQTjeEiXRlA3mDpnl7gCZ5I2i3eY55bnM-I" class="fr-fic fr-fil fr-dib" width="881" style="width: 883px; height: 820.314px;" height="820"></p><p><strong><span style="font-size: 10pt;">Fig 8. Dynamic Field Value Visibility</span></strong></p><p><br></p><p>In contrast to Dynamic Field Visibility, Dynamic Field Value Visibility allows you to make the visibility of an individual value of the field dependent on the values of others.&nbsp;</p><p><br></p><p>For example, I may want to make the hardware options that a User can choose from relevant to their preferred brand. In this case, I would click the &quot;+ Add&quot; button to add a new criteria for Dynamic Field Value Visibility, choose &quot;Add Individual Conditions&quot;, choose my &quot;Preferred Brand&quot; field as the dependency, and then I can choose which value to be dependent on (Figure 9).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYzQwMGJkLTRkOGQtNGRiMi1hNTZiLWZhMmQ5NDVmZDU4ZCJ9.qISvCLNjek1jp3ItWyjpEFbs9YPAawt5yYU4sK1Ssk0" class="fr-fic fr-fil fr-dib" width="678" style="width: 680px; height: 392.602px;" height="393"></p><p><strong><span style="font-size: 10pt;">Fig 9. Choosing the value to be dependent on when configuring Dynamic Field Value Visibility</span></strong></p><p><br></p><p>Once Save is selected, I can choose the value that will show according to the value chosen in Figure 9.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3M2E0OTQ3LWIyYjgtNDZkOC1hZWYzLTYwNDE3NzJjZWYyMCJ9.KrEA15tMfU8hZF7g3Ke19jlq0bfom2MicPOk7dK58pc" class="fr-fic fr-fil fr-dib" width="688" style="width: 690px; height: 293.935px;" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 10. Choosing the values to show when configuring Dynamic Field Value Visibility</span></strong></p><p><br></p><p><span style="font-size: 11pt;">As illustrated in Figure 11, this visibility configuration will show in the same way as Dynamic Field Visibility configuration.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmN2U0ZTU3LTNmYWYtNGYzMy05MzFmLTI2YTVmM2E3M2Q4OSJ9.kjAb05pzauFD1XFMZ4NSZWcwfweR697zZjOpbGtM8UQ" class="fr-fic fr-fil fr-dib" width="900" style="width: 902px; height: 773.875px;" height="774"></span><strong><span style="font-size: 10pt;">Fig 11. Dynamic Field Value Visibility</span></strong></p><p><br></p><p><br></p><p>Now, when Apple is chosen as the &quot;Preferred Brand&quot; on the form, only &quot;Macbook&quot; will show as an option for the Hardware.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkZDVmYWEwLWY3ODctNGZmZi04N2M3LTBmZDJjY2MxMDg2MiJ9.pf2GH01yQM-1hgq_iIY_BrYYNl274kisxnGqmAmsC80" class="fr-fic fr-fil fr-dib" width="846" style="width: 848px; height: 430.31px;" height="430"></p><p><strong><span style="font-size: 10pt;">Fig 12. Dynamic Field Value Visibility in action on the Self Service Portal</span></strong></p><p><br></p><p>You can use Client, Site and User Custom Fields for Dynamic Field and Dynamic Field Value visibility to restrict on the New Ticket Screen, Ticket Details and New Action screen. This will apply on both the Agent Application and Self Service Portal for logged in Users. Anonymous Users will not meet visibility criteria using these fields.</p><p style="margin: 0px;"><br style="color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, &quot;Segoe UI Web (West European)&quot;, &quot;Segoe UI&quot;, -apple-system, BlinkMacSystemFont, Roboto, &quot;Helvetica Neue&quot;, 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><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Condition Groups</span></strong></p><p>Dynamic field visibility can be either individual conditions, as you have already seen, or it can be a group of conditions. Grouped criteria means <strong>all&nbsp;</strong>conditions within a list must be met for the field to show.</p><p><br></p><p>When adding an entry to the Dynamic Field Visibility table, a dropdown will show to select either an individual condition or a group of conditions.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNmMyMTljLWRjOTAtNDFlOC1iYjA0LWNiOGU5YjAwZTgxZCJ9.wfjxksJ4D9VDeE4hunmjMtq_ikfIDc4UNN_72qgLBmA" class="fr-fic fr-fil fr-dib" width="710" height="334"></p><p><strong><span style="font-size: 10pt;">Fig 13. Adding a criteria group.</span></strong></p><p><br></p><p>If using a group, it will appear like below. Both criteria must be met for the field to show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMDc5NDBhLTQ4NDktNDg4Ni05NTNiLWM0YTA4NzNjNDBiZiJ9.bskdX3czVlZo-Uv1hai78VlsJZHkCyq-tlDg7o03Ggc" class="fr-fic fr-fil fr-dib" width="644" height="241"></p><p><strong><span style="font-size: 10pt;">Fig 14. Adding grouped criteria.</span></strong></p><p><br></p><p>If using single conditions, only one will need to be met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMWM4MjYxLTZmODYtNDJlMC04N2JmLTNjZWNlODNhMGUwMiJ9.plrwEvc8iMvVh1l3UYjHFQBd2b-0zLspNzfLJ3x-cpA" class="fr-fic fr-fil fr-dib" width="638" height="209"></p><p><strong><span style="font-size: 10pt;">Fig 15. Adding single criteria.</span></strong></p><p><br></p><p>Let&#39;s look at a comparison. The first set of grouped conditions from Figure 14 means the &quot;Access Type&quot; field must be set to &quot;Modify&quot;, and the email address field must not be empty. Upon setting both of these, the &quot;Administrator Rights&quot; field will appear.</p><p><br></p><p>If one of the previous two fields is not set or is set to something else, this field will not show. Both criteria in the group must be met for the field to show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMWEwY2JkLTA1MTMtNGY1YS04YTY5LWFmMjYzMTljZWZhYSJ9.kb4ODkLriSY2pp_4BWWL6v_hHJHo382gEZbjfQesgvg" class="fr-fic fr-fil fr-dib" width="1046" height="80"></p><p><strong><span style="font-size: 10pt;">Fig 16. Grouped criteria showing another field.</span></strong></p><p><br></p><p>Once we set the &quot;Administrator Rights&quot; field to &quot;Yes&quot;, the single condition from <strong>Fig 15</strong> means the &quot;Administrator Rights Justification&quot; field now appears. If set to &quot;No&quot;, this field will no longer show.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzYjZmYjE4LWQyMjAtNGFjZS05ODYzLTM1MmY2NDgxYmUyZSJ9.IVJTz68PKcVYzjR8polJ2FosOdDy0N1nfmAyhsniPeo" class="fr-fic fr-fil fr-dib" width="1403" height="84"></p><p><strong><span style="font-size: 10pt;">Fig 17. Single criteria showing another field.</span></strong></p><p><br></p><p><strong><em>Note: From version 2.232+, condition groups will be available for use with Dynamic Field Value Visibility as well.</em></strong></p>

<style>p { margin: 0 0 10px; }h1, h2, h3 { margin: 20px 0 10px; }h4, h5, h6 { margin: 10px 0 10px; }</style><h3 id="general-information">General Information</h3> <p>This article contains frequently asked questions relating to the open redirect vulnerability affecting Halo versions up to 2.174.101 and all versions between 2.175.1 and 2.184.21.</p> <p>A malformed link could allow the incorrect parsing of the returnurl parameter. If the user were to access this link, login to their account and then click on the incorrect returnurl link, the users tokens can be leaked.</p> <h3 id="are-hosted-halo-instances-affected">Are hosted Halo instances affected?</h3> <p>Hosted customers have been automatically updated to a patch to resolve this issue, and therefore no action is required by hosted customers. The patch was released on 2025-03-12 and hosted customers would have been upgraded shortly afterwards.</p> <h3 id="are-on-prem-halo-instances-affected">Are On-Prem Halo instances affected?</h3> <p>Halo On-Prem installations should apply the latest stable or beta patch to their Halo instance to resolve this issue.</p> <ul> <li>Any patch &gt;= 2.174.101.</li> <li>Any version &gt;= 2.184.21.</li> </ul> <h3 id="next-steps">Next Steps</h3> <p>No action is required on the part of our customers.</p> <p>We will continue to monitor our business infrastructure to ensure the same level of service and security that you expect.</p> <h3 id="cve-reference">CVE Reference</h3> <p>CVE-2025-40846</p>

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} 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><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 the Sherweb Integration?</strong></p><p><strong>- Enabling the Sherweb Integration&nbsp;</strong></p><p><strong>- Connecting Sherweb</strong></p><p><strong>- Customers</strong></p><p><strong>- Subscriptions</strong></p><p><strong>- Halo Integrator</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2508" target="_blank" rel="noopener noreferrer"><strong>Licences/Subscriptions Overview</strong></a></li></ul><p id="isPasted"><br></p><p><span style="font-size: 14pt;"><strong>What is the Sherweb Integration?<br></strong></span></p><p>Sherweb can be used to import customers and subscriptions, with the ability to sync the information over on a daily basis via the Halo Integrator.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Sherweb Integration<br></span></strong></p><p>You will need to enable the integration module by hovering over it and clicking the &quot;+&quot; icon that appears. Navigate to Configuration &gt; Integrations &gt; Distribution to find the Sherweb module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5MmRmODE2LTA2ZDQtNGQ2YS05NDdlLWFhOWIzYTQxMDRiZiJ9.5RmaAruFvJiGgVKC3yDVUw3HNAQtmgBH3bEJfVNfj90" class="fr-fic fr-fil fr-dib" width="88" height="115"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the Sherweb module.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting Sherweb</span></strong></p><p>The credentials to input can be found within Sherweb&#39;s application. Sherweb&#39;s Service Provider API is currently in BETA. Please contact your Sherweb account manager to allow access to this API if required. The company name can be found at the end of the portal URL of Sherweb:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3YWExMTg2LWE0YzEtNDBlNy1hNDI4LWE4NTAwOGUwMTdiZiJ9.WM0PM3Xj55nwAn0A4DS0lwJkT4Law2qZxJ6BibboN0s" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 287.112px;" height="287"></p><p><strong><span style="font-size: 10pt;">Fig 2. Connecting Halo to Sherweb.</span></strong></p><p><br></p><p>Click the &quot;Test Configuration&quot; button to verify that the integration is connected properly. If you have an error at this stage you can trouble shoot by using the developer console in your browser (Fn + F12 if on a Windows device).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3ZjlhM2FlLTAxNWQtNDZiMi1hY2E1LWI4ZmQ5NGZiMjNlNyJ9.kmanrMDnw3MvV1OHQZgpDNnQWifzP1x0iLh10wnx9Xc" class="fr-fic fr-fil fr-dib" width="172" height="123"></p><p><strong><span style="font-size: 10pt;">Fig 3. Successful test of Sherweb configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customers</span></strong></p><p>The &quot;Generate Mappings&quot; button can be used to pull through customers in Sherweb that exist in Halo with exactly the same name. If the names do not match then no mapping will be created. In this example there was only one customer that had the same name, so only one mapping was made.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5ODNhZDBhLTE5YzktNDYzOC04ZjBjLTg4MzhhMGYxY2ZiMSJ9.L5EJ2psvb2442UcYIWJ4hodP4VNsjWQDMJV0oauBst4" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 241.68px;" height="242"></p><p><strong><span style="font-size: 10pt;">Fig 4. Generated mapping.</span></strong></p><p><br></p><p>Other mappings can be manually added, if the names do not match between Sherweb and Halo, for example with Org 2 and 3.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMGJiZjY4LWFmNDktNDY5Ni04NDFhLTcwNzk2M2U2OTBjOSJ9.VthESWauSJ2Le6AK3pwmQrIh5tRtA6xVowJs67iSw0I" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 311.009px;" height="311"></p><p><strong><span style="font-size: 10pt;">Fig 5. Manual customer mappings.</span></strong></p><p><br></p><p>Each time a customer import is done, the mappings table will update to check for any changes, i.e. if a new customer is imported with a name that does not match any customer in Halo, a new customer will be created in Halo and the mappings table will update to reflect this new mapping to the customer in Halo that has just been created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhZDRkYTFjLTAyZGUtNDM1Mi05NzZiLTMzM2ZiNDQxYjYzZCJ9.fg3c_53rwIjU0bvUmybrEfT0XaICw4OYRenvr6riRXg" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 348px;" height="348"></p><p><strong><span style="font-size: 10pt;">Fig 6. Automatically created mapping from an import.</span></strong></p><p><br></p><p>The new customer now shows in the customer list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmNjE5MzQzLTNjM2QtNDNiNC1hZTk5LTA3M2NjM2Y5MjZjMCJ9.SaWJn_esvU_NiXIuTnnD6TyvSK7twWgJp1aYa7Rwz5c" class="fr-fic fr-fil fr-dib" width="253" height="105"></p><p><strong><span style="font-size: 10pt;">Fig 7. Newly created customer.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Subscriptions</span></strong></p><p>The Subscriptions can then also be imported by clicking on the &quot;Import Subscriptions&quot; button. You can also select if you want to import all subscriptions or just a certain customer. To automatically sync quantities to a recurring invoice, check out this guide: <a href="https://usehalo.com/halopsa/guides/2319/" target="_blank" rel="noopener noreferrer"><strong>Managing a Recurring Invoice Lines Quantity, Price and Cost</strong></a> &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMWZhNmEyLWNhM2EtNDRmMy1hZGQ5LTFhMzIxYTcyZjZlZiJ9.q9iHNUJXO_TYjZ-PKB5Tfg54Q6xWliXdyxBL6WtHR-o" class="fr-fic fr-fil fr-dib" width="1183" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 8. Import Subscriptions button.</span></strong></p><p><br></p><p>The subscription will then appear in the corresponding tab on the customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2NWYyZTIxLTU1NDUtNGE4Ni1hYjJkLTgyNWFkMjIyMzQwMSJ9.RiObrm6ptBZPxamezR4sY5IXxyX0Kckdy2rvRMRVzxQ" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 272.224px;" height="272"></p><p><strong><span style="font-size: 10pt;">Fig 9. Sherweb subscription on a customer.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator</span></strong></p><p>The subscriptions and/or customers can then be synced on a daily schedule.</p><p><br></p><p>You can set to deactivate subscriptions in Halo when they are deleted from Sherweb with the last checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4NzNjNjljLTQ4OWEtNDMyYi04ZTk0LTNhZDQ3ZDQ1ZGExOCJ9.67dQkpI-24BV9GxMH6CEbJz8yq4P4dLQMPzMz-nRu9k" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 264.929px;" height="265"></p><p><strong><span style="font-size: 10pt;">Fig 10. Halo Integrator configuration.</span></strong></p><p><br></p>

<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>- Setting up Google Analytics</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up Google Analytics</span></strong></p><p>Google Analytics can be connected to your Halo Self Service portal, allowing you to track the traffic and user behaviour on the portal.&nbsp;</p><p><br></p><p>To set this up you will first need to obtain the measurement ID of your Google Analytics property, Google have a useful guide on how to obtain this <a data-fr-linked="true" href="https://support.google.com/analytics/answer/12270356?hl=en" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>Once obtained head back into Halo and go to Configuration &gt; Self Service Portal, see the field &#39;Google Analytics Measurement ID&#39; and enter the ID in here.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2MTNjMThjLTM0ZWMtNGI1OS05ZGQ1LTBhOTc3NTFmY2UyZSJ9.xgEoMxKbGOdEduRenc1Kvk5sxnvCDgKZAJigEdlFvrw" class="fr-fic fr-fil fr-dib" width="519" style="width: 521px; height: 338.862px;" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 1. Field for Google Analytics Measurement ID</span></strong></p><p><br></p><p>Data may take up to 30 minutes to begin, after this you will be able to see data from your Halo Self Service Portal in Google Analytics.&nbsp;</p>

<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><div><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><div><div><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><div><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- How to create a custom tab containing an Iframe&nbsp;</strong></span></p><p><span style="font-size: 11pt;"><strong>- How to display a report in this custom tab, and filter the report</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Adding an Iframe to a custom tab is used to embed another website into the custom tab. This means you can see/navigate another webpage within a custom tab in your Halo.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14px;">The following entities can have a custom tab against them containing an Iframe:</span></strong></p><ul><li><span style="font-size: 14px;">Tickets</span></li><li><span style="font-size: 14px;">Customers</span></li><li><span style="font-size: 14px;">Assets (we have a specific guide on Asset Iframes <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2200/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>)</span></li><li><span style="font-size: 14px;">Users</span></li><li><span style="font-size: 14px;">Agents</span></li></ul><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Embedding a webpage into a custom tab allows you to access external webpages from within Halo. This is useful if you need access to information that is stored outside of Halo as it prevents the need for you to navigate to another webpage. It also allows you to view information from within a ticket or customer profile, that is stored elsewhere in Halo. This is useful for when you require information about a customer (for example) that can only be obtained from a report. You can then use an Iframe custom tab to view the report data within the customer/ticket itself, without having to navigate to the reporting module. &nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>How to Create a Custom Tab Containing an Iframe</strong></span></p><p><span style="font-size: 12pt;"><strong>Display an External Website</strong></span></p><p><span style="font-size: 14px;">Head to Configuration &gt; Custom Objects &gt; Custom Tabs &gt; select entity you would like to make the tab under &gt; New. Here, set the &#39;Type&#39; of tab to be &#39;Iframe&#39;, and you will have an option to enter a URL.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkN2JhZTRlLWRhN2MtNDViMi1iYTA1LTc4M2Q0MGM3MGViOCJ9.-u1i84wIWRdZMIY32ZrMMDGQuGWg2s5Id-DqbRFol6s" class="fr-fic fr-fil fr-dib" style="width: 852px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Custom Tab Setup</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the URL field, enter the URL of the webpage you would like to appear on the custom tab, your company website for example. Save this. Now when you view the custom tab, you will be able to see and navigate the webpage specified in the URL.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1OTBkN2IyLWYwODMtNGFiZi05Y2U4LTk0M2Q5M2ZmYWMxMCJ9.VlrN7fMCtT3yGeQ9LEtFWSaWnwYZABrqW7OjLVUNNm4" class="fr-fic fr-fil fr-dib" style="width: 986px; height: 575.773px;" width="984" height="576"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Webpage within custom tab</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">If you have made a custom tab against the customer entity, this tab will appear under all your customers.</span></p><p><span style="font-size: 14px;">If you have made a custom tab against the ticket entity the tab will only appear on ticket types that have this tab enabled.&nbsp;</span></p><p><br></p></div></div><p><span style="font-size: 14px;">To check this head to Configuration &gt; Tickets &gt; Ticket Types &gt; select a ticket type you would like the tab on &gt; Allowed Values &gt; Custom Tabs section. Here you have the option to &#39;Allow all Custom Tabs&#39;, if enabled will show all the custom tabs you have created for tickets.</span></p><p><br></p><p><span style="font-size: 14px;">If you do not allow all custom tabs, you can add the allowed tabs into the table below, only tabs in this table will appear on this ticket type.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0N2I2OWFhLTAwMjUtNGZhNS1iMTZmLTU3MjZmNTI1MzhhMSJ9.4Bw2hSGQf75qIs_F7VgFKC4xr30mkwmKFo2C3g7HPhc" class="fr-fic fr-fil fr-dib" style="width: 864px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Allowed custom tabs for a ticket type</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Display a Halo Area</strong></span></p><p><span style="font-size: 14px;">You could also use the Iframe functionality to have one areas of your Halo appear under a custom tab. For example if you would like to see all your assets under the custom tab, take the URL from the assets page and enter this in the Iframe URL.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4M2ViYTY5LWFhOGEtNGZhOS1iYzBjLTQyYTZmZGU2MjZiMyJ9.Ab9a01YEpREustrUrHBYSrjCFA6blrkFOlGtC0dbaUs" class="fr-fic fr-fil fr-dib" style="width: 902px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Assets page within a custom tab</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Taking the raw URL will show the whole webpage. If you would like to hide the navigation menu (left hand side) so the agent cannot navigate to other areas of Halo (only quotations) you can add &#39;<strong>&amp;showmenu=false</strong>&#39; &nbsp;to the end of the URL.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Note, when accessing an area in Halo through an Iframe this will take the permissions of the agent that you are logged in as. This means if an agent who does not have permission to access the asset module views this custom tab, they will not be able to see any assets here.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>Display a Report in the Custom tab</strong></span></p><p><span style="font-size: 14px;">The Iframe custom tab functionality can also be used to display reports under a custom tab. This is useful if you would like specific information/data about a customer to be visible against their customer profile. For example if you have a report showing the total revenue and profit for your customers, you may want this to be visible under the customer profile rather than having to navigate to the reporting module.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To create a custom tab Iframe that shows a specific report, head to the report you would like to display in the reporting module. Once the report is open, copy the URL and enter this into the &#39;URL&#39; field on the custom tab. This will display the report as it does in the reporting suite, allowing you to apply filters on an ad-hoc basis. This is useful if you would like the ability to flexibly change which filters are applied to the report.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMGNiYWFkLWI2OWUtNDNkZS1iMWNiLTAwYmQ0YmYxZjVlYSJ9.9mlau5IvlLsElGN_EhmdTLUFdO1JYqH0xZ_VU_23pCc" class="fr-fic fr-fil fr-dib" style="width: 885px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Report within a custom tab with ad-hoc filtering</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">You can also have the report to apply a filter automatically, such as only showing data for the customer the tab is under. To do this you will need to edit the URL inputted for the custom tab. In order to filter for the customer add the following to end of your URL: &nbsp;<em>&amp;Filter_Includes_[Colum name containing customer]=$area</em></span></p><p id="isPasted"><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To have the report filter so that it only shows data for the ticket the custom tab is under add the following to the end of the URL: <em>&amp;Filter_Includes_[Colum name containing ticketID]=$faultid</em></span></p><p><span style="font-size: 14px;"><strong><br></strong></span></p><p><span style="color: rgb(209, 72, 65); font-size: 14px;"><strong>You must also change the URL from &#39;reports?&#39; to &#39;report?&#39; If this is not changed, the filters will not work.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>For example:</strong></span></p><p><span style="font-size: 14px;">This is the raw URL of the report I would like to appear in my custom tab: https://myhalo.halopsa.com/reports?mainview=reportgroup&amp;selid=-99&amp;sellevel=1&amp;selparentid=0&amp;id=168&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To have the report automatically filter data to only show data for the customer I am viewing, I will change it to: &nbsp;https://myhalo.halopsa.com/report?mainview=reportgroup&amp;selid=-99&amp;sellevel=1&amp;selparentid=0&amp;id=168&amp;Filter_Includes_Customer=$area</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The are many other filters you can apply to the report through the URL, such as filtering for a specific time period, user, contract etc. We have a dedicated guide on this <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1771/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Applying a filter through the URL will result in the filter automatically applying in the UI. This means filters can be removed/changed when within the custom tab. But if the page is refreshed the original filters will re-apply.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2M2E2NTE5LTQ0MDYtNDYxNC1hNjljLTcyNmQyYmY3NjQ0NSJ9.B-qyCV8ztMlJy0UfkjY2OCKdAIXzWQGt0g4OG2rtd2g" class="fr-fic fr-fil fr-dib" style="width: 971px;"></span></p><span style="font-size: 10pt;"><p><strong>Fig 6. Report after customer filter applied in URL</strong></p></span><br><p><span style="font-size: 14px;">Note that adding a filter in the URL will add an additional filter to those already applied in the report, so if you already have a filter saved to the report, this will be applied as well as the customer filter applied in the URL. If using URL filters it is best to not save any filters to the source report.</span></p></div></div>

<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><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><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; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Viewing Assets</strong></p><p><strong>- Asset Overview</strong></p><p><strong>- Configuring Assets</strong></p><p><strong>- Asset Fields and Custom Fields</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1369" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1367" target="_blank" rel="noopener noreferrer"><strong>Asset Groups</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1370" target="_blank" rel="noopener noreferrer"><strong>Asset Relationships</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1371" target="_blank" rel="noopener noreferrer"><strong>Asset Statuses</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2159" target="_blank" rel="noopener noreferrer"><strong>Asset Templates</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1368" target="_blank" rel="noopener noreferrer"><strong>Asset Types</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1340" target="_blank" rel="noopener noreferrer"><strong>General Settings (Asset Management)</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/2426/" target="_blank" rel="noopener noreferrer"><strong>Access Control</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2304/" target="_blank" rel="noopener noreferrer">Restricting Asset Access</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2646/" target="_blank" rel="noopener noreferrer">Barcode Scanning&nbsp;</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/956/" target="_blank" rel="noopener noreferrer"><strong>Linking Assets</strong></a></li><li style="font-weight: bold;"><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/1785/" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a></p></li><li style="font-weight: bold;"><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/1281/" target="_blank" rel="noopener noreferrer"><strong>Asset Import &ndash; CSV/XLS/Spreadsheet Method</strong></a></p></li><li style="font-weight: bold;"><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></p></li><li style="font-weight: bold;"><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/922/" target="_blank" rel="noopener noreferrer"><strong>The Asset Catalogue</strong></a></p></li><li style="font-weight: bold;"><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/1784/" target="_blank" rel="noopener noreferrer"><strong>Asset Types/Groups</strong></a></p><p><br></p></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Viewing Assets</span></strong></p><p>To view a list of your assets, you can open the &quot;Assets&quot; area, highlighted in the module bar on the left-hand side.</p><p><br></p><p>Clicking on the area that appears on the left (currently stating &quot;All Assets&quot; will show a dropdown of different view options for the asset lists.</p><p><br></p><ul><li><strong>My Lists:</strong> Your own custom, configurable lists.</li><li><strong>Assets by Asset Type:</strong> Sorts assets into asset type, and you can view a type at a time.</li><li><strong>Assets by Asset Group:&nbsp;</strong>Sorts assets based on their assigned asset groups, and you can view a type at a time.</li><li><strong>Assets by Stock Location:</strong> Sorts assets based on their stock location. Only assets that have been serialised as stock will be shown in this view.</li><li><strong>Bookmarked:</strong> This will show the agent&#39;s bookmarked assets. Assets can be bookmarked by the &quot;Bookmark&quot; button at the top when viewing an asset, or within the mobile app.</li><li><strong>All Assets:</strong> All assets will show regardless of characteristics.</li></ul><p><br></p><p>Asset groups or types can be made or edited by right clicking on the list of these when in that view, or within Configuration &gt; Assets &gt; Asset Groups/Asset Types.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NmM0NTVkLTY4ZmQtNGEyNi1hNmNkLTg4OWJhZjkxYWVhNSJ9.cr-3Z9hUKR5ftEjV4IChBHxiaY231dXrrWxf_GX1prk" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 483.523px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 1. Assets list</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Asset Overview</span></strong></p><p>Clicking into an asset in this list will show something similar to the below.</p><p><strong><em>Note: The &quot;Details&quot; on the right bar may also show as another tab instead.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjNmZhZGVhLTcxYTYtNDE1MS1hNzc4LTViYzAxODEwNzk0MyJ9.SynxeYAx3n77Lm8RopbSS6HUiEiYfcF9-JDNUkeCJQI" class="fr-fic fr-fil fr-dib" width="1039" style="width: 1041px; height: 493.048px;" height="493"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Asset overview</span></strong></p><p><br></p><p>The &quot;Overview&quot; tab will appear as a dashboard, that will show tickets that have been linked to that asset, and the recent activity on those tickets. This helps keep track of any actions to do with the asset at a glance.</p><p><br></p><p>Clicking through the list of these tabs can also show information like the dependencies and relationships between assets, the supplier of the asset and their contract, and any software associated with the asset.&nbsp;</p><p><br></p><p>Within the Tickets tabs (this may be split into Incidents, Requests, Problems, Change Requests and Projects), you can view Tickets that are linked to the Asset.&nbsp;</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjZGFjMTgyLWU1NjMtNDc1OC1iODY4LTJiMzkwY2JhYzgwMiJ9.yMgrAu6tq_QnPFL7SNzwkPVA0GhadJ0whLykBHbwons" class="fr-fic fr-fil fr-dib" width="1042" style="width: 1044px; height: 599.977px;" height="600"></strong></p><p><strong><span style="font-size: 10pt;">Fig 3. The Tickets tab of an Asset showing a current open Ticket linked to the Asset</span></strong></p><p><br></p><p>From within this tab you can raise a Ticket by clicking the &quot;+ New&quot; button in the top right of the tab, and this will automatically link the new Ticket to the Asset.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxMTY5NWI1LWVkYzYtNGY0Zi1iZWVlLWE0MjhjMmYxZGMwMiJ9.qfs3cC0G3CMv5cjgALgrDMtTIDKXNE2dhFYQ2zAZy_w" class="fr-fic fr-fil fr-dib" width="1043" style="width: 1045px; height: 844.218px;" height="844"></p><p><strong><span style="font-size: 10pt;">Fig 4. A new Ticket is automatically linked to the Asset when the Ticket is created from within the Asset itself</span></strong></p><p><br></p><p><strong><em>Note: As of version 2.230.1+, you can also raise Tickets from Assets from within the Self Service Portal. This provides Users with further autonomy and reduces the risk of an Asset being incorrectly linked to an Asset.</em></strong></p><p><br></p><p>You can also see any changes that have been made to the asset in the &quot;Change History&quot; tab. This gives a quick overview of any details that have been edited by agents or integrations, and when this was done.</p><p><br></p><p>Along the very top of the page there is also a row of buttons. This is how you can edit the asset, bookmark it, or start an associated warranty.&nbsp;</p><p><br></p><p>&quot;Access Control&quot; can also be set here. This can allow agents who are not administrators to be able to view or edit the asset. For more information on this, check out the &quot;Access Control&quot; guide linked in the related guides at the top of the page.</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Assets</span></strong></p><p>Below shows the possible options to configure assets. The Configuration Settings guides for these areas are linked at the start of this guide, which details what each setting within them does.</p><p><br></p><p>Here is where you can create new Asset Groups, Types, Fields, Relationships, and Statuses - all of which can be set against your Assets to organise and manage them.</p><p><br></p><p>Asset Types, and Groups are covered in more detail in the guide linked <a href="https://usehalo.com/halopsa/guides/1784/" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p>For more information on linking Assets, and Asset relationships see the guide linked <a href="https://usehalo.com/haloitsm/guides/956/" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2YzczNzA4LTc4OWMtNDJkNC1hMzZmLWYxNjBmNTI0NGNmMCJ9.GIMWxQQhoDjQeo14pooE2hIYMwpHHtDaTqoIhn76HXc" class="fr-fic fr-fil fr-dib" width="1050" style="width: 1052px; height: 456.335px;" height="456"></p><p><strong><span style="font-size: 10pt;">Fig 5. Asset Management configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Barcode Scanning</span></strong></p><p data-pasted="true">You can use barcode scanning to either create new assets or keep tracking of existing ones. For more information on enabling and using the Barcode Scanning functionality see our dedicated guide linked <a href="https://usehalo.com/haloitsm/guides/2646/" target="_blank" rel="noopener noreferrer">here</a>. &nbsp;</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Merging Assets</strong></span></p><p>Assets can be merged together &ndash; useful when you notice duplicate assets in your Halo.&nbsp;</p><p><br></p><p>This functionality will need to be enabled under Configuration &gt; Asset Management &gt; General Settings, using &quot;Allow merging of Assets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiZDIzMWEyLTY1YjAtNGY4Zi1hZTA1LWRjODRhNWYyYjIwMiJ9.3pl87rUm48K2whSXBHT6M8npCVOBiI6uAlkhqDkgpAg" class="fr-fic fr-fil fr-dib" width="850" height="634"></p><p><span style="font-size: 10pt;"><strong>Fig 6. Enable asset merging</strong></span></p><p><br></p><p>When enabled a button will become available against each of your assets to &quot;Merge Asset&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwOGVhMzA4LWUzZGUtNGVlOS04ZDkwLTUzZTg0OTdlMzA3YSJ9.cUW7uJ-DmduCHERqfu29pWT1hRLTQnWM81yLLfa8cXg" class="fr-fic fr-fil fr-dib" width="1023" style="width: 1025px; height: 423.913px;" height="424"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Button to merge asset</strong></span></p><p><br></p><p>When used you will be able to select which asset to merge this asset into.&nbsp;</p><p><br></p><p>When merging data in the asset fields of the current asset will be added to the selected asset only if the selected asset does not have data in these fields already. If there is already data in the fields, this data will not be overridden and data in the fields of the current asset will be lost.&nbsp;</p><p><br></p><p>Entities linked to the asset (such as tickets, documents, contracts etc.) will be added to the selected asset along with the existing linked entities.&nbsp;</p><p><br></p><p>Asset relationships will not be merged. Only assets of the same type should be merged.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Asset Fields and Custom Fields</strong></span></p><p>Asset fields are where you can create extra fields that will store data relevant to each asset, e.g. an IP address. On creating these fields, make sure you press &quot;Add to all Asset Types&quot; to ensure they show up on every asset.</p><p><br></p><p>For more information on asset fields, check out this guide: <a href="https://usehalo.com/haloitsm/guides/1785/" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a>.</p><p>For custom field configuration, check out this guide: <a href="https://usehalo.com/haloitsm/guides/1938/" rel="noopener noreferrer" target="_blank"><strong>Custom Fields</strong></a></p><p><br></p><p>When creating custom fields, make sure to set the &quot;Entity&quot; dropdown as &quot;Assets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiZjRiNmNkLWZhOGMtNDNhYi04ZDk2LWZlZTkzN2Q1NTE2YiJ9.XymIu7bu0bvaPwGJutK-6AxdYOtYLnKZC7Z5cQCW2A4" class="fr-fic fr-fil fr-dib" width="1054" style="width: 1056px; height: 481.684px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 8. &quot;Asset&quot; entity in the custom fields dropdown</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>The Difference Between Asset Fields and Custom Fields for Assets</strong><br></span></p><ul><li style="font-size: 11pt;">Custom Fields for Assets provide more options within the configuration of the field itself, but cannot be added/removed per Asset Type.&nbsp;</li><li style="font-size: 11pt;">Asset Fields provide fewer configuration options within the Field, but can be added to specific Asset Types.</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Access Control on Assets</span></strong></p><p>Access control can be enabled in Configuration &gt; Asset Management &gt; General Settings &gt; &quot;Asset Permission Type&quot;.</p><p><br></p><p>Details of access control and asset access control can be found in the linked related guides.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlNTEyM2ViLWVjOWQtNDU1ZC1iZmY1LTcxZDQwM2UxZjU0NyJ9.yU7r-17LCAUnJGuaGKgu43hdgwNAK-NB5Q56HfB8mcA" class="fr-fic fr-fil fr-dib" width="936" height="158"></p><p><strong><span style="font-size: 10pt;">Fig 9. Enabling access control on assets.</span></strong></p><p><br></p>

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-webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><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><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><span style="color: rgb(0, 0, 0);"><strong>In this guide we will cover:</strong></span></p><p><span style="color: rgb(0, 0, 0);"><strong>-&nbsp;What is Live Chat in Halo?</strong></span></p><p><span style="color: rgb(0, 0, 0);"><strong>- Starting Live chat</strong></span></p><p id="isPasted"><strong>- The Chat Area</strong></p><p id="isPasted"><strong>- Translating Live Chat</strong></p><p><strong>- Waiting for Live Chat Agents&nbsp;</strong></p><p><strong>- Abandoned Live Chats</strong></p><p><strong>- Reporting on Live Chat</strong></p><p><strong>- Allowing Attachments in the Live Chat</strong></p><p><strong>- Virtual Agents</strong></p><p><strong>- Triggering Webhooks From Chat</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1841/" id="isPasted" target="_blank" rel="noopener noreferrer">Chat</a></strong></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2335/" id="isPasted" target="_blank" rel="noopener noreferrer">Chat Bot and Chat Profiles</a><br></strong></li></ul><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">What is Live Chat in Halo?</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">Live chat allows a user to chat to an agent in real time through the Halo self-service portal. A user can start a chat in the portal, and when required, the chat can be transferred to an agent. Specified agents will be notified that an end user is waiting to chat, the agent can then join the chat from within the Halo agent app and converse with the user in real time. Live chat can be used to improve service to end users, providing an alternative to users calling or emailing in with queries.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">In order to configure live chat a chat bot profile will need to be set up that is configured to start a live chat. Our article <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2335" id="isPasted" target="_blank" rel="noopener noreferrer">Chat Bot and Chat Profiles</a> covers how to set up and customise chat profiles therefore we recommend reading this prior to this article to get your chat bot profiles set up already. In this article we will cover how live chat can be used and configured.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Starting Live Chat</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">Live chat will be started when the user has started to use a chat profile/bot in the portal, and reached a step in the chat bot profile that is configured to start a live chat.&nbsp;</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">For a step to start a live chat it will need to be type &#39;Action&#39; and Action type &#39;Start Live chat&#39;.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiMjkwZDI5LTAzZmQtNDU4Mi05MDM1LTQyMTFhYzBhZWRlNiJ9.jpMmeTV0mooM1gXk18YNqxKkOFWx2gqAO4zU6jgBAIw" class="fr-fic fr-fil fr-dib" width="1458" style="width: 1460px; height: 746.222px;" height="746"></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 1. Chat profile step to start live chat&nbsp;</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">The way in which live chat behaves/can be accessed by agents is determined by the setting &#39;New live chat display&#39; under Configuration &gt; Chat. We will go through how the chat behaves with each option selected.</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjZjA2YjY4LWIzY2QtNGRjOS04MDYyLTljMTRhMjM0NDdhMSJ9.OFIJzyl8Bll83RhxGe6emc7891W8tBQAfk79Cjn2f6Q" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 366.939px;" height="367"></span></p><p><strong><span style="font-size: 10pt;">Fig 2. New live chat display setting&nbsp;</span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong><em>Note: A chat module can be enabled to assist agents in managing live chats. See the section called &#39;Chat area&#39; for information on how to enable and use this area.&nbsp;</em></strong></span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">You can prevent multiple agents from joining the same chat by using the &quot;Prevent multiple Agents from connecting to a live chat simultaneously&quot; checkbox.</span></p><p><br></p><p>From v2.232.1+, you can prevent Agents from joining multiple chats at once by selecting &quot;Agents can only have one live chat session with a User open at a time&quot; in Configuration &gt; Chat. Setting this will also prevent Agents in a chat from receiving new chat alerts. This is useful to prevent Agents getting distracted while working on an existing chat. &nbsp; &nbsp;&nbsp;</p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 12pt;">Show a chat bubble for new live chats from users</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">With this option selected, when configuring the action on the step you will need to choose the team the live chat will be assigned to.</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1ZTMyMDkzLTFlOGItNGRmNy05YmEyLWY3N2M2ZjVkYTJiNiJ9.vPOItas5ByZ7GF6cGuh3PHEpnd126YJqL6Cs7v_lH7o" class="fr-fic fr-fil fr-dib" width="500" style="width: 502px; height: 368.991px;" height="369"></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 3. Teams to assign live chat to</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">When the live chat is started all available agents in these team(s) will have the chat icon appear on their Halo and it will shake slightly to indicate the user is waiting. Once they click on the chat icon the user will be notified the agent has &#39;joined&#39; the chat and the chat will be assigned to that agent and will stop &#39;ringing&#39; for other agents.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">An agent is deemed as &#39;available for chat&#39; depending on the status they have. Head to Configuration &gt; Teams &amp; Agents &gt; Statuses &gt; select a status. Here, you will see the setting &#39;Count Agent as online for Live Chat&#39;.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmMWE4ZGI5LWI1ZTYtNGJjZC1iNGY3LTQzMzRlYmNlM2RiMyJ9.YJu3Gt5dt2aVpEr5qo6NS0mXePHJgxMenXhCXc97xXQ" class="fr-fic fr-fil fr-dib" width="907" style="width: 909px; height: 602.165px;" height="602"></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 4. Setting an agent status to count the agent as available for live chat</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">When this is enabled, anytime an agent is in this status they will be counted as being available for live chat, so any new chats started for their team will &#39;ring&#39; for them. You will need to enable this setting against each status you would like agents to be assigned live chats in. If no agents are available when the chat is started the user will need to wait until an agent is available. Only once an agent becomes available will the chat icon &#39;ring&#39; for them.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">Once the agent has joined the chat the agent and user can communicate within the chat screen. The agent or user can decide when to end the chat by heading into the three dots (top left) of the chat window and selecting &#39;End this chat&#39;.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 12pt;">Join New chats through Tickets</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">With this option selected live chat will take place against a ticket, therefore a ticket will need to be logged before live chat can take place. When configuring the action on the step you can still set the team to assign to, however, this is not the team that will be assigned the chat, instead the team the ticket is assigned to will need to complete the chat.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">When the user begins a live chat a &#39;chats&#39; tab will appear within the ticket, seen in <strong>Fig 5</strong>.</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlYWY2N2Q0LWRlNGQtNDUwYS1hOTNjLTNkMGVjZmVjMzBiYSJ9.6lgXKwhLNb8RkexVgjVSpFs-chuepfROnHJEdcHlLfg" class="fr-fic fr-fil fr-dib" width="1351" height="407"></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 5. Live chat tab against ticket</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">From here, the agent can select the chat line to open up the chat window and chat with the user. By default, any agent who has access to the ticket will be able to start the chat.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">When the agent or user ends the chat, the chat status will be updated to &#39;ended&#39; and the chat history can be viewed anytime by selecting the chat line again.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">You can enforce agents to only be able to join a live chat if they are the agent assigned to the ticket. This prevents agents who are not assigned the ticket associated to a chat completing other agents chats. Useful for ensuring equal distribution of tickets/live chats between agents.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">This functionality can be enabled using the setting an additional setting &#39;Agent must be assigned to the linked Ticket to be able to join the Chat&#39; found under configuration &gt; chat. This will only appear when &#39;Join new chats through a ticket&#39; is selected.</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5NmI1NGE1LWMzNDAtNDI4NC1hMjFjLTVmMWQ1NzhkNzhlMSJ9.jN-RgeDcfmTD3P03gYzR0G63DMQJKPssyIEXQ2uys6U" class="fr-fic fr-fil fr-dib" width="556" height="264"></span><br></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 6. Setting to restrict who can join the live chat to the agent assigned to the ticket</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">When enabled this will apply globally to all live chats started. Therefore ensure tickets logged from chats have a consistent assignment procedure. The ticket type you set to be logged by the chat profile must have a default team and agent against it. If the ticket type is set to assign to the &#39;unassigned&#39; agent in the team the ticket will need to be re-assigned to an actual agent before the agent can join the live chat.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14pt;">The Chat Area</span></strong></p><p>The Chat area is a module where agents can see active and historical chats, allowing them to manage chats more effectively. The chat area can be used to:</p><p><br></p><ul><li>Allow agents to join, respond to and manage all their chats within a single module/area of Halo.</li><li>Allow agents to log and partake in chats with other agents, or with AI virtual agents.</li><li>See team members&#39; chats.</li></ul><p><strong><span style="font-size: 12pt;">Enable the Chat Area</span></strong></p><p>To enable the chat area head to configuration &gt; chat &gt; and enable &#39;Show the Chat area&#39;, this will add a new module called &#39;Chat&#39; to the navigation menu.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlN2Y1NzQxLTk3MzQtNDhhZi1hZTM5LTI5YzM3NzI2N2ZjYSJ9.SB3SZr8Z1P4Mue85lYGc6I85mfsWkhv8FrDLgPhGl2s" class="fr-fic fr-fil fr-dib" width="564" style="width: 566px; height: 309.144px;" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 7. Enable chat area</span></strong></p><p><br></p><p>Once you have enabled the module you will need to set agent permissions to determine which chats agents can see in the chat area. By default agents will be able to see their &nbsp;own conversations, as well as conversations on tickets they have access to, but you can give them access to additional conversations. To set permissions head to configuration &gt; teams and agents &gt; select and agent &gt; permissions &gt; look for &#39;Conversation access level&#39; permission (this can also be set against an agent role).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkMzU5YWVlLThkMzMtNGI2NS04ZGFiLTA1MDgwZGNhMzI4YSJ9.ek6phSyaHO_H49X972WhqRyc7_FfRJ502-b7sBeRdyc" class="fr-fic fr-fil fr-dib" width="839" style="width: 841px; height: 349.325px;" height="349"></p><p><strong><span style="font-size: 10pt;">Fig 8. Conversation access level permission</span></strong></p><p><br></p><p><strong>All conversations&nbsp;</strong>- When this option is chosen the agent will be able to see all chat conversations, regardless of ticket permissions.&nbsp;</p><p><strong>Teams Conversations</strong> - When this option is chosen the agent will only be able to see chat conversations assigned to their default team. That is, if the ticket the chat is against is assigned to this agent&#39;s default team, the agent will be able to see the chat. Whether they can join the chat will depend on chat configuration. If you have configured chats so that a ticket does not need to be logged for the agent to join, the team assigned to the chat will be determined by the &#39;Teams to assign to&#39; field against the &#39;start live chat step&#39; of the chat bot flow.&nbsp;</p><p><br></p><p>Now the chat area is set up navigate to this by selecting the module in the navigation menu.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5N2Q5OTUyLTI0ZTUtNGUyMC05Mjc5LTIyMTY3NTVmZDk4NCJ9.lfuJWeRRaS12sUQlP_IDLtpSJwby-DNpZPlEtaZTiAQ" class="fr-fic fr-fil fr-dib" width="414" style="width: 416px; height: 592.782px;" height="593"></p><p><strong><span style="font-size: 10pt;">Fig 9. Chat module</span></strong></p><p><br></p><p>When the chat area is enabled you will still be able to access chats using the bubble icons, however, these icons will not appear when you are in the chat area.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Joining chats from the Chat Area</span></strong></p><p>How agents join new chats will differ depending on the &#39;New live chat display&#39; setting (under configuration &gt; chat).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzY2M0MDllLWM4NTktNGUxYS1hNTE4LWU1ZjcxN2ExMjA1NiJ9.CtajMbdQjhdzz3eq_zoqTfy6LU4r-G_VbzJ2FNZg_LY" class="fr-fic fr-fil fr-dib" width="509" style="width: 511px; height: 196.538px;" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 10. New live chat display setting</span></strong></p><p><br></p><p><strong>Show a chat bubble for new live chats from users</strong></p><p>When this option is being used, when a user begins a live chat a new chat entry will appear at the top of the list, showing a user is waiting for an agent to chat with.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4YjQxMjdlLWM4OGMtNGUzOC1hNTYwLTRhMWM2Nzc2OTM4YiJ9.76EEC5Jg3jy0a5ZbD7t2I0z8ZKjpADMydT-jK0uiZyU" class="fr-fic fr-fil fr-dib" width="1618" style="width: 1620px; height: 416.745px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 11. User awaiting chat</span></strong></p><p><br></p><p>By selecting this conversation, the agent will join and be assigned the chat. From here they can then converse with the user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMjNkZTdjLTdhMTQtNDYxZS1iN2JkLTBhZDNjNzY2ZWUxNCJ9.6ItiAlXssBGpE-Ti7kb-BWtDIq7JZuM5vqGxDt3j-7Y" class="fr-fic fr-fil fr-dib" width="1515" style="width: 1517px; height: 761.776px;" height="762"></p><p><strong><span style="font-size: 10pt;">Fig 12. Chatting with user in chat area</span></strong></p><p><br></p><p><strong>Join new chats through a ticket</strong></p><p>When this option is being used, agents will not be able to join new chats through the chat area. They will only be able to join chats through tickets, therefore the chat area will show all chats currently assigned to the agent/the agent&#39;s team. Agents will need to join chats through tickets, but can then use the chat area to manage the various chats they have open. The ticket ID the chat relates to will be linked in the chat details for reference, select the eye icon to open the ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhMDQ0OGFmLTViMDAtNGM5ZS1hN2E4LWZkNTkyM2M0MzYzNCJ9.BiNhPF3A_Zn6G9UljdLOBNgsW-IigclgocV7pD_pXHw" class="fr-fic fr-fil fr-dib" width="1258" style="width: 1260px; height: 632.524px;" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 13. Chat in area with ticket link</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Using the Chat Area</span></strong></p><p>The chat area allows agents to manage the various chats they currently have open. The chats agents can see will depend on their permission and the team the chat is assigned to.</p><p><br></p><p><strong>Start chats in Chat Area</strong></p><p>Agents can also start new chats from the chat area. In the top right hand side of the chat area agents can start chats using the chat profiles they have access to, this provides an alternative to agents having to start chats using the bubble icons. Agent chat profiles will show here (to speak to an AI agent or search the knowledge base for example). Once an agent has started a chat this will show in their chat que.&nbsp;</p><p><strong><br></strong></p><p><strong>Filter chats</strong></p><p>When in the chat area agents will be able to see all the chats they are participants of (assigned to them) and, depending on permissions, all the chats assigned to agents in their team. The chats/conversations that show in the list can be filtered using the menu in the top left corner.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5MjJjNWM5LWQyOGYtNGY5ZS1hMTA2LTZiMWFmNmRmN2M2OCJ9.8W9E6N2Ki3_DV3hKr-sitVyRP6JipMDIziVDKfIgJig" class="fr-fic fr-fil fr-dib" width="417" height="324"></p><p><strong><span style="font-size: 10pt;">Fig 14. Filter menu</span></strong></p><p><br></p><p><strong>My conversations&nbsp;</strong>- Will show all conversations in which you are the assigned agent or a participant&nbsp;</p><p><strong>My Teams conversations</strong> - Will show all conversations in which you, or someone in your (default) team is the assigned agent.&nbsp;</p><p><strong>All conversations&nbsp;</strong>- Will show all conversations, including both active and closed.&nbsp;</p><p><strong>Active Conversations</strong> - Will show all conversations that are currently active and assigned to you or someone in your team.&nbsp;</p><p><strong>Closed conversations</strong> - Will show all conversations that are now closed.&nbsp;</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);" id="isPasted"><span style="box-sizing: inherit; color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Chat Canned Text</span></strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><span style="box-sizing: inherit; color: rgb(0, 0, 0);">Much like Canned text for tickets, canned text can be configured for use in chats. This is pre-set text agents can use during live chat, useful for common/standard queries.&nbsp;</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><span style="box-sizing: inherit; color: rgb(0, 0, 0);">Configure canned text for chat under Configuration &gt; Chat &gt; Edit Canned Text &gt; New.&nbsp;</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><span style="box-sizing: inherit; color: rgb(0, 0, 0);"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MWZiYmEyLTQyZWQtNDcyYy1hMzg0LWZjMWE5MGZlOGUyNyJ9.7VCbLs-8GN3Uep11U4njuBEa-HD_BhpS4pwLSnMBxW4" width="1000" height="722" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1002px; height: 722.162px; max-width: none !important;" class="fr-fil fr-dib"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><strong><span style="font-size: 10pt;">Fig 15. New Canned text</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);">You can also create groups for Chat canned text, helping you organise the canned text entries you have. Canned text groups are setup under Configuration &gt; Chat &gt; Edit Canned Text &gt; Edit Canned Text Groups.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);">Once created, agents can use canned text during a chat by selecting the icon of the three dots within the chat bubble/chat area.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOWJlNmFlLWE0NGItNGZiMS04MDQ4LWI3MWFhNjE0OTk1YSJ9.s9EcoVkmcGClbhxxJt3hFq90ENhuzozJ_V9OXCvNTT8" width="966" height="784" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 968px; height: 783.977px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><strong><span style="font-size: 10pt;">Fig 16. Use canned text in Chat&nbsp;</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);">When selected, Agents can choose the canned text they would like to add into the chat. Agents will be able to search available Canned Texts and view results based on the canned text group. As soon as the Canned text is selected this will be posted into the Chat.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhMTljYjZhLTdmMmQtNDkyOC04YzAxLTQxNGU3MzdlOGVhOCJ9.vQZkKA1LiF-ZGMJI6E7szjjKqJNK8upD_qbJ_l1oaQc" width="1013" height="364" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 935px; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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; background-color: rgb(255, 255, 255);"><strong><span style="font-size: 10pt;">Fig 17. Searching Canned Text to add to chat</span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Translating Live Chat</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">If you have customers that use various languages you may benefit from using the Azure translator to translate live chat messages.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);">This requires the Azure Translator integration to be set up, against the integration is a setting &#39;Allow Agents to translate Live Chat messages from Users&#39;, when enabled agents will have the option to translate messages from users in the live chat. For more information on our Azure Translator integration see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2169/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Waiting for Live Chat Agents&nbsp;</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">Live chat depends on an agent being available to chat to the user in real time. In many cases an agent may not be available right away, in which case the user will need to wait for an agent to become available.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">The variable $-Waittime (without the hyphen) can be used in the chat profile to inform the user how long they the expected wait time is.</span></p><p><br></p><p><strong><span style="font-size: 12pt;">$-WAITTIME</span></strong></p><p id="isPasted">This variable can be used in tickets, for example in an acknowledgement email and in the chat as part of a &quot;Send a message&quot; action. This variable will show an estimated wait time for a response/for an Agent to join a Chat based on the historical average for a set period. This can be used before or as a live chat is started to give the user an idea of how long they can expect to wait for an agent to be available for live chat.&nbsp;</p><p><br></p><p>You can set the period wait time is calculated from per chat profile, head to Configuration &gt; Chat &gt; Chat profiles &gt; select a profile &gt; &#39;Wait time variable settings&#39; section.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzYTRmMTAzLWE2ZjItNDI3OC1hYzdiLTVlYmU4MzU1N2ZiNiJ9.2X3WhRxHQelxHUYYCtJT8e5Pbb4LSixlTJ7aICUesYM" class="fr-fic fr-fil fr-dib" width="1248" style="width: 1250px; height: 227.526px;" height="228"></p><p><strong><span style="font-size: 10pt;">Fig 18. Wait time variable settings</span></strong></p><p><br></p><p><strong>Default in minutes when there is no data to calculate from</strong> - This is the time that the variable will pull through if there is no data to calculate the average wait time from.&nbsp;</p><p><strong>Period in minutes to calculate average wait time from</strong> - This is the period that is used to calculate the average wait time. For example, if set to 60, the average wait time for the last hour will be calculated.&nbsp;</p><p><br></p><p>The output of the variable will be a whole number (in minutes), if the time is less than 1, &#39;&lt; 1&#39; will be returned.</p><p><br></p><p><strong>Wait time calculation method</strong></p><p>You will be able to choose how wait time is calculated using the &#39;Wait time calculation method&#39; field. If &#39;Average queue time&#39; is selected as the calculation method wait time will be calculated using the method outlined above.&nbsp;</p><p><br></p><p>If &#39;Longest current wait time in Live Chat queue&#39; is selected the wait time will be calculated using the longest user wait time in the queue &nbsp;currently, that is how long a user that is currently in the queue has been waiting. If there is no one in the queue the &#39;Default in minutes when there is no data to calculate from&#39; will be returned.&nbsp;</p><p><br></p><p><strong>Show estimated wait time in a banner&nbsp;(v2.238+)</strong></p><p>When enabled, this will display a banner to the User to show the estimated time before an Agent will join the chat.&nbsp;</p><p><br></p><p><strong>Show a queue position (v2.238+)</strong></p><p data-pasted="true">When enabled, the User will be shown their queue position. In order to use the queue position functionality, you must first ensure that a Ticket is logged before the User starts queuing for Live chat in the Chat flow. A Listm,ust then be selected to determine the queue position. This list is used to apply filters to Tickets, with any Ticket which appears in the list being counted in the queue. Therefore, it is important ensure you filter the list to Unassigned Live Chat requests only. Please note that if the list&#39;s &quot;use&quot; is set to a specific Area, then those filters will also apply.&nbsp;</p><p><br></p><p><strong><em>Note: Enabling the wait time or queue position banner will replace the previous &quot;Waiting for an Agent to join&quot; message shown when queuing for Live Chat.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">User Wait Messages<br></span></strong></p><p><span style="color: rgb(0, 0, 0);">Messages can also be configured to send to the user while they are waiting for an available agent. These messages will be sent at fixed intervals while users are waiting, useful to prompt the user to keep waiting. They can also be used to prompt the user to remain active on the chat so that the chat is not deemed as abandoned (if using the abandoned functionality). See the Abandoned Live chats section of this guide for more information on this.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">These messages are configured per chat profile under the &#39;Live Chat message&#39; settings of the chat profile.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlM2ZjZTAyLTgxYWUtNGQxNi04YzEyLWIxNGNmZjZiZjdhYiJ9.gSkV2mHU_eKs4rqkM7qeN22Ez0MDc_lvJMbg5Uo_skk" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 535.673px;" height="536"></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 19. Live chat message configuration</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong>Interval in minutes between waiting for Live Chat Agent to connect messages</strong> - Here you can set the interval between the messages sent in minutes.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><strong>Loop the messages back to the start after the last message is sent</strong> - If this is enabled messages will be looped. Messages will be sent in sequence every interval, when the last message in the sequence has been sent the first message in the sequence will send looping the messages back to the start. If disabled when the last message in the sequence has been sent no more messages will be sent out.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">To create a message to be sent add to the &#39;Wait messages&#39; table. Here you can type out the message that will be sent, or use HTML to customise how the message looks. The variable $-WAITTIME can also be used in the message.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Abandoned Live Chats</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">When a chat is active the chat will have the status &#39;Agent Chat&#39;, and when the user or agent has ended the chat it will have the status &#39;Ended&#39;. If there has been no activity on the chat from the user for a set amount of time the chat will have the status &#39;abandoned&#39;. Abandoned chats can be configured to end automatically and close the linked ticket automatically.</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">This is useful if you have periods in which your users experience considerable wait times for agents to join the live chat. Often when wait times are high users will abandon the chat, resulting in an open ticket and agents unsure if the user is still online. This functionality allows chats that have been abandoned to be identified and even automatically close the chat and/or ticket so agents do not have to close these manually.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">This functionality can be enabled under configuration &gt; chat using the setting &#39;Auto end live chats if User abandons chat before Agent joins&#39;.</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0NTQzYTFhLTZmNDAtNDUwMC1hOWNjLThlNjJjNGM5MWUyMCJ9.mVnHLybJ6T8maued0ugGbEZw_DrwT-m91Xva1YhmGFY" class="fr-fic fr-fil fr-dib" width="1243" style="width: 1245px; height: 334.907px;" height="335"></span></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 10pt;">Fig 20. Abandoned chat functionality</span></strong></span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">Here you can enable live chat to be automatically ended when a user abandons a chat before an agent joins using the setting &#39;Auto end live chats if User abandons chat before Agent joins&#39;. When this is enabled the live chat will be closed when the chat is deemed as abandoned. The criteria for the chat to be abandoned is configured using the settings below this.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong>Time period to prompt the user if they are still there and wants to continue waiting (minutes)&nbsp;</strong>- Here you can enter the number of minutes the user will receive a prompt after if an agent has still not joined the chat. The user will need to respond to this prompt to keep the chat active.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><strong>Time period since queuing for live chat or last confirmation (whichever is the latest) to auto close chats (mins)&nbsp;</strong>- Here you can enter the number of minutes a chat will close after if there is no activity on the chat. The time starts from either when the user stated the live chat, or the last message (activity) they entered into the chat. if this time period is exceeded with no activity the chat will close and be deemed &#39;abandoned&#39;.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong>Abandoned chat auto closes also close the related Ticket</strong> - When enabled the ticket associated to the live chat will also be closed automatically when the live chat is closed.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);">Once a chat has an abandoned status the ticket will not be included in load balance calculations. This prevents agents being automatically assigned a ticket in which the live chat is no longer active. This is only applicable to scheduled load balancing (when load balance is scheduled using a workflow automation or ticket rule), as if the ticket is set to be load balances upon logging the ticket will already be assigned to an agent before the user abandons the chat. This prevents agents being load balanced tickets that no longer have an active chat, therefore do not require immediate action. If you do not have automatic ticket closure (for when the chat is abandoned) enabled the ticket will remain open but will not be automatically load balanced.</span></p><p><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="color: rgb(0, 0, 0);"><strong>Set category field defaults on the linked Ticket for when a Chat is abandoned</strong> - Here you can set category values that will apply to the ticket automatically when the linked chat is abandoned. This allows you to track how many tickets are abandoned, or exclude abandoned tickets for other reports. You may wish to create a new resolution code for abandoned tickets so they are easily identifiable.&nbsp;</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Starting chat from a ticket</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">Users will be able to start a live chat with an agent from the ticket they are viewing in the portal, allowing them to chat about this specific ticket. When this chat is started with the agent, the agent will be able to see in the chat window which ticket the chat is for, giving them context for the query without having to confirm with the user. This functionality is enabled per ticket type, allowing you to restrict which tickets chats can be started from.&nbsp;</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">To set this up you will first need to enable the ability for chats to be started from that ticket type, configuration &gt; tickets &gt; ticket types &gt; settings &gt; &#39;Allow Users to start live chat from a Ticket&#39;.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxYzVmNzY2LTYxYzctNDUwZC1hYzY5LTBkN2QxMTQ5ZTcwMyJ9.Qri65WfwZ5nPBeFNuy9QuCUjcunyWDcpnEsx5hRyGRw" class="fr-fic fr-fil fr-dib" width="484" style="width: 486px; height: 338.91px;" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 21. Allow Users to start live chat from a Ticket</span></strong></p><p><br></p><p>Now you will need to configure the chat profile so that it includes a condition to evaluate if the chat is linked to a ticket.&nbsp;</p><p><br></p><p>Configuration &gt; chat &gt; chat profiles &gt; select the profile you would like to use &gt; bot flow. Here you will need to configure the start step of the chat to run the condition &#39;Chat is linked to ticket&#39;, only if this condition is met will the chat progress to the next step (starting live chat).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwZDBjZjU4LTVjODctNDhlMS04MDU1LTU1MzM1MTIxMDk5NSJ9.dU_H6nEFPA4JLhZEv-J135v5-UNBbYRCss2WT0_-8jU" class="fr-fic fr-fil fr-dib" width="1298" style="width: 1300px; height: 553.279px;" height="553"></p><p><strong><span style="font-size: 10pt;">Fig 22. Evaluate if chat is linked to ticket&nbsp;</span></strong></p><p><br></p><p>This must be the start step of the chat. You can then configure the following steps of the chat as you wish, a basic flow is shown in <strong>Fig 23</strong>.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwZjQ1NDdiLTA2MjUtNDllZS1hNmM3LWE3M2YzZGIyMjk5NCJ9.EVahNTDcKyDWhfMoXw83mA0dDI8ck880nyywfM2G-tU" class="fr-fic fr-fil fr-dib" width="651" style="width: 653px; height: 415.208px;" height="415"></p><p><strong><span style="font-size: 10pt;">Fig 23. Start live chat if chat linked to ticket</span></strong></p><p><br></p><p>The chat profile used for chats started from tickets in the portal will be the same chat profile used for the portal in general (only one profile can be used in the portal). Therefore, the functionality of the chat when it has not been started from a ticket will need to begin after the evaluation step. So if the chat has been started from a ticket the chat will flow one way, if it has not been started from a ticket, it will flow another. In the <strong>Fig 23</strong> example the chat will end if not linked to a ticket.&nbsp;</p><p><br></p><p>Ensure this is the chat profile being used for the portal, now when viewing tickets in the portal (that chat has been enabled for), a &#39;Chat about Ticket&#39; button will become available.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhODg4OTlhLTc3NGUtNDJmNi1iYTkwLWZjODI4ZGQwMTY3MSJ9.bcHdPIPnwyFZLN6xLe4BbYn9Kd67xpneCKM0JFqVGAk" class="fr-fic fr-fil fr-dib" width="1266" style="width: 1268px; height: 489.853px;" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 24. Chat about a ticket&nbsp;</span></strong></p><p><br></p><p><strong><em>Note: The location of this button against the ticket will depend on your portal setup.</em></strong></p><p><br></p><p>When used, live chat will be started associated to this ticket. On the agent side, the chat bubble will show which ticket the chat was started from.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlZTJlN2MwLTIzYWItNDk2My1hN2I0LWM5N2MyMDc2NmJmMyJ9.sV-Nj7tItjbe8zU7g0VkaMR42VQwCRAD90KF--8X5m4" class="fr-fic fr-fil fr-dib" width="269" style="width: 271px; height: 467.788px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 25. Agent joining chat started from ticket</span></strong></p><p><br></p><p>To open the ticket, the agent can select the ellipsis in the top left to bring up the chat details, here will be a link to the ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmZTVmYTQ0LTJhZTktNDZmNC04NWY4LTZiZTU0ZWUyMzE1YSJ9.E7yrUVsPDRClBJycGzE7CMFd-6yPk7FjZGajKXYahSQ" class="fr-fic fr-fil fr-dib" width="283" style="width: 285px; height: 367.659px;" height="368"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 26. Chat details</span></strong></p><p><br></p><p>Additionally, when this chat is completed, the transcript will automatically be added to this ticket.&nbsp;</p><p><br></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 14pt;">Allowing Attachments in the Live Chat</span></strong></p><p>To allow Users to add an attachment to the Live Chat edit the step of your Bot-flow which starts the Live Chat. You will see the option to &quot;Allow image and attachment upload&quot; for Users. This can be set to prevent, allow, or allow only logged in Users to upload attachments.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlMGViOGFmLWJjN2UtNDJlMi05NzJmLTljYjJjMGY3ZDYzMyJ9.MueapJXWn-Z0rKIKzTCJ2iJz0FlqHVHTeevdKvl2iPg" class="fr-fic fr-fil fr-dib" width="1600" style="width: 1602px; height: 756.81px;" height="757"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 27. Allowing users to add Attachments&nbsp;</span></strong></p><p><br></p><p>If this setting is set to allow Users to upload attachments, Once the Live Chat has started, Users will be able to click the paperclip icon and upload attachments.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwNzY3Mjc5LTVjYjItNDZhYy04ZmQxLTM2MDQwOWM2NzNkNiJ9.1UBki-stSynw_2gRIWRuWstjFrvJucYnF57FIZCBsUs" class="fr-fic fr-fil fr-dib" style="width: 343px; height: 595.649px;" width="536" height="934"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 28. Adding an attachment</span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;" data-pasted="true">You can control when in the Live Chat a User can add an attachment. To do this you will need to enable &quot;Allow Agents to override if the User is allowed to upload attachments/images&quot; against the relevant Chat profile.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwZGM1Zjk4LWE4ZDAtNDdhMy1iYjAyLWNmOGVmZTc3YWZkNSJ9.I9iy-aq-Pki5kYOfirGpept_PNPmfvZlbnErf3fpGs0" class="fr-fic fr-fil fr-dib" width="650" height="204"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 29. Allowing Agents to override if the User is allowed to upload attachments</span></strong></p><p><br></p><p>To toggle if Users can add Attachments, Agents must be given the Chat permission &quot;Can toggle User attachment/image uploads in Live Chat&quot; (Configuration &gt; Teams &amp; Agents &gt; Agents). Agents with this set will then be able to enable/disable adding attachments by clicking the ellipsis in the top left, and toggling the &quot;Toggle User Attachment Uploads&quot; option.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwMGZhOGU5LTJmNzctNDU5NC1hZmE5LWRmMmJkMmYwYjIyNiJ9.y0zPSPsxHAwXpuMf5V_LQ4FGdkho4Z7N3FGuI6OxHrQ" class="fr-fic fr-fil fr-dib" width="349" height="454"></p><p data-pasted="true" 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 29. Toggling</span></strong><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;"> User Attachment Uploads</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; 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-align: left; 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;"></p><p><strong><span style="font-size: 14pt;">Reporting on Live Chat</span></strong></p><p>Contents and statistics on live chat can be reported on to give an overview of chats that have taken place. &nbsp;A data source is available for download in the online repository that give a basis of this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkMjdhM2QwLTljYzItNDdhMy04NDYwLTYyMzkxNjQ1NzBjMCJ9.3-HefQv50TZayDbkFNGnX26HzoFaCXB8a3X70fJxMjI" class="fr-fic fr-fil fr-dib" width="745" height="110"></p><p><strong><span style="font-size: 10pt;">Fig 30. Live chat data source.</span></strong></p><p><br></p><p>For more detailed reports, SQL can be used to pull from the following tables:</p><p><br></p><ul><li><strong>LIVECHATHEADER:</strong> Parent table.</li><li><strong>LIVECHATMSG:&nbsp;</strong>Messages sent and received.</li></ul><p><br></p><p>Additional columns have been added to the LIVECHATHEADER table to record the date the first agent joined a live chat (LCHdatetimeagentjoined), and the time in minutes the User spent queueing for an agent (LCHqueuetime). This also means when using the Wait time calculation method of Average queue time, the calculation will now be more performant.</p><p><br></p><p><em><strong>Note: If you are using this calculation method, it will be inaccurate for a period of time after this upgrade occurs whilst new data is gathered to calculate the wait time.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Virtual Agents</span></strong></p><p>Virtual agents use AI technology to process requests from users and agents. These can be used an alternative to agent live chat, allowing users to converse with an AI model as opposed to one of your agents, saving your agents time.</p><p><br></p><p>For more information on virtual agents, how to set them up and what they can be used for, see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2336/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Triggering Webhooks From Chat (v2.238+)</span></strong></p><p>From version 2.238 it is possible to trigger Webhooks and Custom Integration Runbooks from incoming chat messages, outgoing chat messages, and system chat messages. This can then be used to integrate third party tools with Halo&#39;s Chat feature.&nbsp;</p><p><br></p><p>To create a webhook for this purpose, navigate to Configuration &gt; Integrations &gt; Webhooks and select the &quot;+ New&quot; button in the top right corner which will present you with the New Webhook screen.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhZmQ5ZDZiLTYwOGEtNDM4Yy04MWMzLWY1MDY2ZGNkNjMzNiJ9.yfVHmTcl6Ayb--nwoXEFDTp3v59tuto-7fbe_y4oNIM" width="916" style="width: 918px; height: 601.159px;" height="601" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 31. New Webhook screen</span></strong></p><p><br></p><p>Give the webhook a name, a group (if relevant) and then set the payload URL. Set the webhook type, if the webhook type is set to &quot;Standard Webhook&quot; then you will also need to configure the Method type - Post or GET - and the authentication (if needed).&nbsp;</p><p><br></p><p>Once this section is completed, you can then configure the payload and choose the event for triggering the Webhook.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxODhjMGRlLTkyOTgtNDE5NS05ZGMwLTg5OWU1ZmQ3Njk1NiJ9.fSs10i_KRSTQ6QqXjuCNR5oVLPLqTPND9XbLBirC_tk" width="1016" style="width: 1018px; height: 698.562px;" height="699" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 32. Payload and events section of the New Webhook screen</span></strong></p><p><br></p><p>The payload options can be seen in Figure 33, you can choose to send a smaller object with only key information, the full object, only information of the Event, or a custom payload.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiYzFiYTQ0LTJmYWItNGQ0My04MDI3LTllZjE3YjEzYmJmZiJ9.Jww7an7Pjc0mZcR5hTCGBM-2RGiCLgSCTOU8Gij-ltE" width="700" style="width: 702px; height: 276.059px;" height="276" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 33. Payload options for a new webhook</span></strong></p><p><br></p><p><strong><em>Important: If you are triggering a webhook with a chat message, the payload will only ever use &quot;small object with key fields only&quot;.&nbsp;</em></strong></p><p><br></p><p>The Batching field allows you to determine whether there is a separate webhook delivery per event or whether multiple events will be batched into one delivery.&nbsp;</p><p><br></p><p>To add in the event for triggering the webhook, select the &quot;+ Add&quot; button above the events table shown in Figure x which will bring up the New Event modal screen. In the Event drop-down field of this screen, choose the &quot;Chat Message Sent&quot; option. Two new fields will then dynamically appear for you to choose from - &quot;Message types to send&quot; and &quot;Chat Profile&quot; (Figure 34).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0Njc1NjY0LTU1NzUtNGVhOS1hMmE5LTEyZjk3YzhiZWM5ZCJ9.5EimDzxeRQuz8ik-KrYtBQgt53VdIjXqql57N9zO71k" width="644" style="width: 646px; height: 460.662px;" height="461" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 34. Configuration of the chat message event for webhooks</span></strong></p><p><br></p><p><strong>Message types to send:&nbsp;</strong>determines which chat message types can trigger the webhook - options to choose from include all messages, messages from users (either just live chat or live and bot chat), messages from agents, or system messages.&nbsp;</p><p><strong>Chat profile:&nbsp;</strong>Determines which chat profile this webhook is relevant for (single selection).</p><p><br></p><p>As an example, in Figure 34 I have configured the webhook to trigger when a message is sent to a chat by a User using live chat on the HaloITSM Chat Bot chat profile.&nbsp;</p><p><br></p><p>Whenever the webhook is triggered, you can view the delivery and relevant logs in the Deliveries tab of the webhook.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNGJlZWI1LWY5ZDEtNDhhOC05MGYwLWEzYjFkYWFmYzIyOCJ9.hkftP38RXjeJM_m3ngEOThypLvz_VyAEwyzfEdAeG9M" width="900" style="width: 902px; height: 339.654px;" height="340" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 35. Deliveries tab of the webhook configuration page</span></strong></p><p><br></p>

<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 makes a ticket a project.</strong></p><p><strong>- What makes a ticket a project task.</strong></p><p><br></p><p>As mentioned in the introduction to this course, Projects &amp; Project Tasks are simply Tickets of <strong>use &#39;Projects&#39;</strong>. To view the use of a Ticket Type, head to Configuration &gt; Tickets &gt; Ticket Types, then check the use of the Ticket&#39;s type under the details tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiNGYwYzgyLWE3ZDctNDRlYS04ODYyLTdmZDI5ZTVkOGM0NSJ9.kjwYDVQgMUE3b75ml1VdQIMwag7-XzLRs3mDMEfGp8A" class="fr-fic fr-fil fr-dib" width="592" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 1. Ticket use</span></strong></p><p><br></p><p>Project tasks can also be selected in the hierarchy dropdown, this is a requirement for a ticket to be considered as a project task by the system. Beyond this, all configuration options are similar to those found in our Service Desk Course.</p>

<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 id="isPasted"><strong><em>This guide only covers the setup of the webhooks required. <strong data-pasted="true"><em>You will need to configure Azure Sentinel before you can use your webhooks.&nbsp;</em></strong>For comprehensive setup of the integration (including webhooks) checkout: <a href="https://usehalo.com/haloitsm/guides/1258/" target="_blank" rel="noopener noreferrer"><strong>Azure Sentinel Integration</strong></a>.</em></strong></p><p><br></p><p><strong>In this guide we will cover:</strong></p><p><strong>- Creating a Logic App in Microsoft Azure</strong></p><p><strong>- Sentinel Automation Rules</strong></p><p><strong>- Troubleshooting your Webhook</strong></p><p><br></p><p>This guide explains how to set up webhooks in Azure Sentinel to create tickets in your Halo instance. You will need to be able to create Logic apps and Sentinel Automations.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Logic App in Microsoft Azure</span></strong></p><p>Select the Multi-tenant Consumption hosting option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0YzExNmNiLTM0NDEtNDQ0ZS04NjgyLWM3YjliYTMxYjkyZiJ9.giAAgCK4-jKoyuLBtg0VRHhj2DTLvxwwrQxZm0sSFIE" width="703" style="width: 705px; height: 227.197px;" height="227" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating a new logic app.</span></strong></p><p><br></p><p>Fill out the Project and Instance details.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmNGEzOGRkLWRjZmQtNGNiNi05NjMzLTZiMWU1MDQ5YThjNyJ9.q--Ah6y3BbU3sjYH3qCtnx5cWiGeFj0zRmja5REn68c" width="630" style="width: 632px; height: 550.779px;" height="551" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Filling out details.</span></strong></p><p><br></p><p>Once your Logic app has been deployed, go to the Logic app designer section under the Development Tools tab.</p><p><br></p><p>Add a trigger and select the &ldquo;Microsoft Sentinel incident&rdquo; option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwZWEzZGMyLTkwNDctNDU3Mi1iODU0LWRiYTA4YmVmYmFiZiJ9.AF4DvBIQhoMXvqr9vofeAxueMucgD8qAWC_255uzIQE" width="644" style="width: 646px; height: 314.325px;" height="314" class="fr-fic fr-dii"></p><p><br></p><p>Add a new step after the Sentinel trigger and search for &ldquo;HTTP&rdquo;:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxYTZkMzBiLWUwY2MtNDM1NC04YWU3LTE4ZjFkZjI4NWE1YiJ9.ctowE2FG0DeuBWbZyGOc5bQEZLsZB1p6XubRCseLnu0" width="683" style="width: 685px; height: 264.77px;" height="265" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding a trigger.</span></strong></p><p><br></p><p>Fill out the HTTP action as follows:</p><p><br></p><p><strong>URI</strong>: {Your Halo URL}/api/Notify/AzureSentinel</p><p><br></p><p><strong>Method</strong>: POST</p><p><br></p><p><strong>Headers</strong>: Key = Authorization, Value = {&ldquo;username:password&rdquo; bas64 encoded}&rdquo;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0YzU5MjgxLWNhYjctNGE0Mi1iZTE3LWI3NDgyM2U3Njc1OSJ9.Llh0DbJCnAGsdzq44lHcWbSrV3PE3z5dfiDldXZed_g" width="556" style="width: 558px; height: 466.05px;" height="466" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Parameters.</span></strong></p><p><br></p><p>For the body, press the lightning icon to add objects from the previous step, choosing the body of the Sentinel trigger:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4NDQwOTBkLWM1N2YtNDk2Ny1iYzllLTlhNmE1NWZiZGYzOSJ9.n-ljCDW85MTHw_2RiDngy-UE1OdqjIzycXZc8GDQh7c" width="522" style="width: 524px; height: 124.762px;" height="125" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Body.</span></strong></p><p><br></p><p>Save the Logic app.</p><p><br></p><p><strong><span style="font-size: 14pt;">Sentinel Automation Rules</span></strong></p><p>Navigate to the Microsoft Sentinel resource and select the &ldquo;Automations&rdquo; section under the &ldquo;Configuration&rdquo; group.</p><p><br></p><p>Create a new Automation rule for each of the following triggers:</p><p><br></p><ul><li>When incident is created</li><li>When incident is updated</li></ul><p><br></p><p>Add an action to &ldquo;Run playbook&rdquo; and choose the playbook that was made previously.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2MjkxZjg2LTRjZTktNGJjYi1hMDAwLWU1MDRiODUzMTg4MSJ9.EFBAnoT1IWCHE8Lt6YA1TBl9iSQ9ZtHgUTvZE5dMpd4" width="535" style="width: 537px; height: 371.769px;" height="372" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating an automation rule.</span></strong></p><p><br></p><p>Save the automation rules.</p><p><br></p><p>Now whenever a Sentinel Incident is created or updated, the playbook will send a request to the Halo API and create/update a ticket in Halo.</p><p><br></p><p><strong><span style="font-size: 14pt;">Troubleshooting your Webhook</span></strong></p><p data-pasted="true">To identify errors with your Webhook you can try running the below report:</p><p><br></p><p style="margin-left: 20px;">SELECT top <span style="color: rgb(43, 155, 98);">100</span> * FROM integrationrequest</p><p style="margin-left: 20px;">WHERE IRMSiD = <span style="color: rgb(43, 155, 98);">275</span></p><p style="margin-left: 20px;">ORDER BY irid DESC</p><p>&nbsp;</p><p>This will show a record of your webhook. Since Microsoft requires a response to the API call faster than the authorisation can take place you will see the 200 &quot;OK&quot; response before the webhook arrives with the relevant details.</p>

<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 are Product Bundles?</strong></p><p><strong>- Creating Product Bundles</strong></p><p><strong>- Creating Product Bundle Categories</strong></p><p><strong>- Using a Product Bundle</strong></p><p><strong>- Updating the Bundle Price Automatically</strong></p><p><strong>- Customising the Template</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1808/" target="_blank" rel="noopener noreferrer"><strong>Categorisation</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1845/" target="_blank" rel="noopener noreferrer"><strong>Items &amp; Stock Control</strong></a>&nbsp;</li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2398/" target="_blank" rel="noopener noreferrer"><strong>Automating Product Changes and Updating Recurring Invoices</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2419/" target="_blank" rel="noopener noreferrer"><strong>Ticket Categories</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Product Bundles?</span></strong></p><p>Product bundles are a way of adding multiple products to an invoice, quotation, etc at once. They create a group of items under a common header, and can add all the products within that group at once. This is useful for adding multiple products that tend to be sold together. For instance, in this guide we are going to use a laptop product bundle, containing a laptop, mouse, keyboard, and install.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Product Bundles&nbsp;</span></strong></p><p>In Configuration &gt; Items and Stock Control &gt; General Settings, select the &quot;Product Bundles&quot; button.</p><p><br></p><p>Or, in Configuration &gt; Items and Stock Control, find the &quot;Product Bundles&quot; module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhYmUwYTJiLTJmZTAtNDI1My04OTE0LTEyODZkM2IwZTkzNCJ9.xzL8zwcJ2TsV5sDLxYGIXOeiZ7JxiqXBPCa8dtNKiFk" class="fr-fic fr-fil fr-dib" width="1024" height="546"></p><p><strong><span style="font-size: 10pt;">Fig 1. Product Bundles configuration</span></strong></p><p><br></p><p>This will bring up the following list screen where you can choose an existing bundle or press &quot;New&quot; to create your own. In this example, I will be using the &quot;Standard Laptop Group&quot; bundle.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3OTU0NjZmLWY1ZjktNDA1OC05OWNmLTI2YjMzNTM2NjkxMCJ9.WCukrajmQT59qYT7yxkQIj8bDWF--F4pk3fqf4kFbtg" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 211.946px;" height="212"></p><p><strong><span style="font-size: 10pt;">Fig 2. List of product bundles</span></strong></p><p><br></p><p>Opening either a new or existing bundle will show a screen that looks similar to the billing setups. Here, you can add each product you want in the bundle in a similar manner to adding products to a quotation.</p><p style="margin: 0px;" data-pasted="true">From v2.232.1+, when you add a Product to a Bundle, you can set it as a fixed quantity product. This means the quantity set on the Product will not be affected by the Bundle quantity when it is added to a Quote. This is useful for products included within the Bundle that will remain at a fixed amount regardless of the number of Bundles quoted for. For example if a Bundle includes a Domain it is unlikely you would want the quantity to be more than 1, even when the Bundle quantity is increased. This is done by checking the option &quot;Fixed Quantity&quot; when editing/adding an item in a bundle.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlZWFiMzFhLWRjYzItNDYxOS04ZjZhLTU2MTRmZDE1YjlhNyJ9.roZq2tzRJdzTO2Xhnw31yT8B-oL16craKag_Wik3rB4" class="fr-fic fr-fil fr-dib" width="1229" style="width: 1231px; height: 444.614px;" height="445"></p><p><strong><span style="font-size: 10pt;">Fig 3. Products added to a product bundle</span></strong></p><p><br></p><p>Switching to the &quot;Settings&quot; tab will provide configuration options of how you wish the bundle to function. The first is setting a product bundle category, which creating these will be explained further in this guide. You can select if every item is added to orders at once, or individually edited and saved, or if the quantity should be multiplied.</p><p><br></p><p>The below settings are the defaults for these, and anything labelled &quot;Default&quot; is considered to be turned off.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4NjZiMDVmLWM1OGMtNDA4NC04ZTA1LWEzMTAyOTA2ODQ5NSJ9.3cyZKnBPJPVpyRSgKPN8TLCnUXPai6y_oDB7T_B3fq8" class="fr-fic fr-fil fr-dib" width="525" height="739"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting options for a product bundle</span></strong></p><p><br></p><p>Product Bundles can be cloned after creation. This will aid with making different variants of similar bundles quickly.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Product Bundle Categories</span></strong></p><p>In the same section we were before (Configuration &gt; Items and Stock Control &gt; Miscellaneous), there is also a button for &quot;Product Bundle Categories&quot;. These can be used to organise your product bundles, and the sub-values can be useful if you have a few similar but different bundles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlYmU0MTRjLTU2ODUtNDBhNC1hOTFkLTJmNmNiMjhkNmQ4NCJ9.hmMW-Oaf0_LZIKC9fAvkAFkleFdcGFVdKpIBLHtm0MI" class="fr-fic fr-fil fr-dib" width="1024" height="546"></p><p><strong><span style="font-size: 10pt;">Fig 5. Product Bundle Categories configuration</span></strong></p><p><br></p><p>Going into this will show the categorisation screen, with the &quot;Product Bundle Categories&quot; category group. Here you can view if you have an existing ones in a list, or create a new one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlOWYwMzc5LTdkNmMtNDI3YS05OTZlLTljNzA1NDE4MWFhZSJ9.t7OVx6u1ikcgoU2jwkj7Yo3DI60KD0bx4s7i8DxfvXQ" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 212.723px;" height="213"></p><p><strong><span style="font-size: 10pt;">Fig 6. List of product bundle categories</span></strong></p><p><br></p><p>The same screen as ticket category value creation will then show, the guide of which is linked at the top of this one. Enter the values you wish here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMjBjOTU1LWJhNmUtNDE0YS1iOGQ1LTM1OTMzOWFlNTk1NyJ9.9iRt2wKERggB4nFGWutVWToVOpkXdnNFpTNilFm5ty8" class="fr-fic fr-fil fr-dib" width="463" height="502"></p><p><strong><span style="font-size: 10pt;">Fig 7. Creating a new category value.</span></strong></p><p><br></p><p>If using the &quot;XLS Import&quot; button to import a list of categories, the &quot;Type ID&quot; needs to be &quot;5&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1MDdhMWI4LWM5ZGMtNDY3Mi1hZDVmLTk2ZTY5MjVhMzQwZiJ9.Vnkrm19U1fMA7vFVRqibtUGQQcZ45lOL41m5sXMHl-Y" class="fr-fic fr-fil fr-dib" width="481" height="84"></p><p><strong><span style="font-size: 10pt;">Fig 8. Category import examples</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using a Product Bundle</span></strong></p><p>The product bundle can then be added to your invoices. Click the &quot;Add Product Bundle&quot; button.</p><p><br></p><p>You can also use the &quot;Add New Bundle&quot; button to create a bundle header.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1Mjg2OWZkLTk3YWQtNDJmNi1iNmEyLTU5NzU0N2NjMjljMyJ9.I5sct4g1ETBOwm4xtwP7EBke9qsW4SyeoCqat-K7BWU" class="fr-fic fr-fil fr-dib" width="1090" style="width: 1092px; height: 385.66px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding the product bundle to a quotation</span></strong></p><p><br></p><p>The following popup will then show where you can select the product bundle you wish to add, as well a the quantity and a few checkboxes. These are the same options where the defaults can be set within the &quot;Settings&quot; tab of the bundle itself.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkY2U4MThjLTc1ZmMtNDdhMi1hYjBjLWIyMWFkYjk1ZTA2YSJ9.fFoxRsuOCv6pWxc9v4XzVO01PMA9vlVSw3Cc8rGwxrg" class="fr-fic fr-fil fr-dib" width="676" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 10. Add Product Bundle options</span></strong></p><p><br></p><p>Upon clicking &quot;Save&quot;, the bundle will show on the quotation. The name of the bundle will show at the top in a bold to differentiate it, and the products show underneath.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4NDI5MTg5LTk4YTEtNGM4Ny1hZmRkLTkwOTJjMTJmOWNlNiJ9.qb9AI35ZrURGETcd_ixKXixXq9tn9r-LSK_l2XxXF2k" class="fr-fic fr-fil fr-dib" width="1172" style="width: 1174px; height: 487.731px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 11. Bundle added to a quotation</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Updating Bundle Quantities&nbsp;</span></strong></p><p data-pasted="true">From v2.232.1+, you can adjust the quantity of a bundle on a Quote when adding/updating. To do this you will need to enable &quot;Show Bundle Quantity on Quotes&quot; in Configuration &gt; Quotations &gt; General settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NGIzZGRjLWIxODItNDY3My05ZjljLWVmNmE2MjY3ZWU5MyJ9.P_R9ULScWBIPBVxL5wJCNU41DUzP-sV1fI21F5C4wHo" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 554.951px;" height="555"></p><p><strong><span style="font-size: 10pt;">Fig 12. Show Bundle Quantity on Quotes</span></strong></p><p><br></p><p>Once enabled, when editing/adding an item bundle on a quote you will have the option to set the quantity of the bundle. The quantity of each item in the bundle will be multiplied by the quantity chosen here (unless set to be a fixed quantity product).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiZmVkM2I5LTI0ODYtNDZjZi1hNjJhLTczZTQzYjY0N2Q4MCJ9.lgsUCuv-X5udmjnLWzaLoetUSVA18ichFkzI7abafJY" class="fr-fic fr-fil fr-dib" width="575" style="width: 577px; height: 442.908px;" height="443"></p><p><strong><span style="font-size: 10pt;">Fig 13. Set quantity of bundle when adding to quote&nbsp;</span></strong></p><p><br></p><p>From v2.238+ the price and quantity of the bundle will be able to show on the quote PDF, provided that the html for the quote groups on the quote template is configured to pull through the quantity and price. The unit price of the bundle will update when the quantity of the bundle on the quote is changed. This will be calculated using the total price of the bundle divided by the quantity.</p><p><br></p><p><strong>Set how Bundle Quantities are adjusted (v2.238+)</strong></p><p>From v2.238+ you will be able to choose how the quantity of items in a bundle are adjusted when the bundle quantity is changed, rather than all items having their quantities updated. This also allows for quantity updates in ad-hoc bundles.&nbsp;</p><p><br></p><p>When adding/editing a bundle you will see the option to set a &quot;Quantity adjustment type&quot;, this controls if/how the quantities of items in this bundle change when changing the quantity of the bundle.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiNWZiNTA5LWU4MTQtNDY1OS05NzQ3LWFmNGExMjk1OTU4NCJ9.rZSn32-A4aaGrZDO23snLBMP0pkpMyJUn7XhdCLNusI" class="fr-fic fr-fil fr-dib" width="573" style="width: 575px; height: 520.586px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 14. Quantity adjustment type when editing a bundle on a quote</span></strong></p><p><br></p><p><strong>Update all grouped product quantities -</strong> When chosen, all products in this group will have their quantity updated. Each product&#39;s original quantity will be multiplied by the quantity of the bundle.&nbsp;</p><p><strong>Update grouped Product quantities that haven&#39;t been manually changed -</strong> When chosen, only products in this group that have not had their quantity manually changed will have their quantity updated, by multiplying each product&#39;s original quantity by the quantity of the bundle. Used when you would like the majority of the items in the bundle to have their quantity multiplied by a set number, but selected items in the bundle require a custom quantity.&nbsp;</p><p><strong>Don&#39;t Update grouped Product quantities -&nbsp;</strong>When chosen, no products in the bundle will have their <span style="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-align: left; 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; display: inline !important; float: none;" data-pasted="true">quantity changed. Used when you would like the quote to show multiple bundles are being purchased, but the quantities of each item in the bundle do not need to change.&nbsp;</span></p><p><br></p><p><span data-pasted="true"><em><strong>Note: If this is a pre-configured bundle the original quantity of each item is assumed to be the quantity of this item set within the pre-configured bundle. If this is an ad-hoc bundle, the original quantity of the item is assumed to be the quantity of the item when it was added to the quote.</strong></em></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Updating the Bundle Price Automatically</span></strong></p><p>In Configuration &gt; Quotations &gt; Quotation Settings, there is an option to update recurring invoices with a bundle when changed on the bundle template (if they are set to the same price as the previous value).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5NDUyOThlLWJlYzktNDMwZS05OTBmLWY1NTQ3MGRjMjE0OSJ9.mzSjydrQ5VwnCVSinsOa9VXVaVeHWnrFXcIORglJtn0" class="fr-fic fr-fil fr-dib" width="633" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 15. Setting recurring invoices to update based on bundle price</span></strong></p><p><br></p><p>If set to &quot;Display an option in the Product Bundles settings tab&quot;, an additional checkbox will need to be enabled when saving the bundle.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4YTBjNWI5LWNjNGUtNDQ4NC04ZDkxLTBiOGM5ZjAwNDU3MSJ9.3lvCe62SPpRKghKpP7ssE_JLIyG4f2trv6FzO6zj5Co" class="fr-fic fr-fil fr-dib" width="566" height="55"></p><p><strong><span style="font-size: 10pt;">Fig 16. Update prices for Bundle Products on Recurring Invoices checkbox</span></strong></p><p><br></p><p>Changes can also be transferred to bundles when updating the product itself, including price but also other attributes like name and description. Details of this alternative can be found in the linked related guide at the top of the page on &quot;Automating Product Changes&quot;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Customising the Template</span></strong></p><p>The appearance of product bundles can be customised on the PDF. On the quotation, you scan scroll down on the right sidebar to &quot;Print Options&quot;. Here there are three options for how grouped items (product bundles) appear.</p><p><br></p><p><strong><em>Note: &quot;Include grouped items price&quot; only works for the following sales order.</em></strong></p><p><br></p><p>You can choose to either hide or show the quantity of products, show or hide price, or show or hide total quantities in the group header.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4MmQ3OGI0LTU2NWItNGI0Yi04ZjFlLTM2NDc3NThhZGQ3OSJ9.b7h44T5V8V9_DRo9fKVKhfIApNWOihSZbKwcJyJABN4" class="fr-fic fr-fil fr-dib" width="242" height="523"></p><p><strong><span style="font-size: 10pt;">Fig 17. Grouped items options on a quotation</span></strong></p><p><br></p><p>The configuration of these three will be like above by default, which will show on the PDF like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNjk3MmYxLTc5YTMtNDdjMi1iYWVhLTE0NmU5YjhhNjJhZCJ9.9S87qf4RGjP3z8cAFDcR1yTr23TXj2CXgNYYIbs7bZ8" class="fr-fic fr-fil fr-dib" width="1158" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 18. Default PDF options</span></strong></p><p><br></p><p>However if you wanted to show the total bundle price for instance, you would enable the third option (&quot;Include group quantity and price&quot;) which would then show the totals in the bundle header.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmMmI0MWU2LWVlY2ItNDkyOS04M2JiLWNjMWM4YzhmYTZiNiJ9.oT3corITlH88t99w4ynjqJDOAAFbRf8kBIEcC6y6zqA" class="fr-fic fr-fil fr-dib" width="1147" height="658"></p><p><strong><span style="font-size: 10pt;">Fig 19. Bundle totals shown in bundle header</span></strong></p><p><br></p><p>You can show the unit price of a bundle within the bundle header. Enable &quot;Include group quantity and price&quot; as per Figure 17, and create the sales order from that quotation. Upon generating the sales order PDF, it will show the price of an individual bundle.</p><p><br></p><p><strong><em>Note: This unit price will only show for bundles with the same number of each product within them - i.e. items in the below bundle all have 1 unit.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyOGFlMmMxLWUxZmYtNDhmNy04NWE5LTczM2M4NzBkZGNhMiJ9.31BvN8VENMlicCHu8BE8GN0BqF5jicLrL4QMJWZthUg" class="fr-fic fr-fil fr-dib" width="1206" style="width: 1208px; height: 232.58px;" height="233"></p><p><strong><span style="font-size: 10pt;">Fig 20. Bundle unit price shown on a sales order</span></strong></p><p><br></p>

<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 data-pasted="true">Configuration &gt; Users &gt; Customer Relationships</strong></p><p><br></p><p><strong data-pasted="true">Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/2127/" target="_blank" rel="noopener noreferrer"><strong>Customer Relationships</strong></a></li></ul>

<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><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><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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; 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} 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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 14.3725%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.2267%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence</td><td style="width: 14.3725%;">Integer</td><td style="width: 52.2267%; text-align: left;">Sets the order the values will appear in lists and dropdowns.</td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 14.3725%;">Free Text</td><td style="width: 52.2267%; text-align: left;">Name of the Customer Relationship</td></tr><tr><td style="width: 33.3333%;" id="value6">Popup Note</td><td style="width: 14.3725%;">Memo</td><td style="width: 52.2267%; text-align: left;">This is the message box where you can input the note that relates to the customers this relationship is added to (This input is free Text - no images, attachments or formatting).</td></tr><tr><td style="width: 33.3333%;">Show as a modal screen<br></td><td style="width: 14.3725%;" id="value3_bool">Checkbox</td><td style="width: 52.2267%; text-align: left;">This will make the popup note appear in a modal window, making it more obvious to the agent when they open a ticket belonging to the customer</td></tr></tbody></table>

<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><style class="darkreader darkreader--sync" media="screen"></style><p>To ensure your safety, our system automatically blocks certain HTML elements and attributes that can potentially introduce security risks. Here&#39;s what we look for:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzMjgwMmQzLWFkZTItNDM1NC1hODNlLWQyMzE1OGRjYWQyYSJ9.HUdw44SPaNBPW2BeOKObsx95N4qzHPKUqAp_mzXVY4Y" class="fr-fic fr-fil fr-dib" style="width: 838px; height: 213.155px;" width="836" height="213"></p><p><br></p><h3>Dangerous Elements and Keywords:</h3><ul><li><strong>Scripts and Embeds:</strong> &lt;script&gt;, &lt;object&gt;, &lt;iframe&gt;, &lt;input&gt;</li><li><strong>JavaScript Execution:</strong> javascript:, javascript&amp;, javascript,, expression(</li><li><strong>Network Requests:</strong> xmlhttprequest, fetch(</li><li><strong>Event Handlers:</strong> oncontextmenu, onclick</li><li><strong>Cookies and Tokens:</strong> .cookie, &#39;cookie, &quot;cookie, .access_token, &#39;access_token, &quot;access_token, .refresh_token, &#39;refresh_token, &quot;refresh_token</li><li><strong>Storage Access:</strong> localstorage., sessionstorage., document.cookie, localstorage[, sessionstorage[</li></ul><h3>Event Handler Attributes:</h3><p>We also check for any HTML attributes that start with &quot;on&quot; (e.g., onclick, onload). These can be used to execute JavaScript when certain events occur, which might be harmful.</p><p><br></p><p>By blocking these elements and attributes, we help protect you from potential security threats like malicious scripts or unauthorized data access.</p><p>If you have any questions or need further clarification, feel free to ask!</p><p><br></p><h2>Why Information is Blocked in Rich Text Boxes</h2><p>In the Halo tool, certain HTML content is blocked in rich text boxes to protect users from potential security threats. This is done to prevent the execution of malicious scripts or unauthorized access to sensitive data.</p><p><br></p><h3>Rules for Blocking:</h3><ul><li><strong>Scripts and Embeds:</strong> Elements like &lt;script&gt;, &lt;object&gt;, &lt;iframe&gt;, and &lt;input&gt; are blocked because they can execute or embed potentially harmful content.</li><li><strong>JavaScript Execution:</strong> Keywords such as javascript:, javascript&amp;, javascript,, and expression( are blocked to prevent the execution of JavaScript code.</li><li><strong>Network Requests:</strong> Terms like xmlhttprequest and fetch( are blocked to stop unauthorized network requests.</li><li><strong>Event Handlers:</strong> Attributes like oncontextmenu and onclick are blocked as they can trigger JavaScript execution.</li><li><strong>Cookies and Tokens:</strong> Access to cookies and tokens (e.g., .cookie, &#39;cookie, &quot;cookie, .access_token) is blocked to protect sensitive information.</li><li><strong>Storage Access:</strong> Access to local and session storage (e.g., localstorage., sessionstorage.) is blocked to prevent unauthorized data access.</li></ul><h3>Error Message:</h3><p>When content is blocked, the following error message is displayed: <span style="color: red; --darkreader-inline-color: var(--darkreader-text-ff0000, #ff1a1a);" data-darkreader-inline-color="">Content has been blocked due to being potentially dangerous. Click here to download the content and view it outside the application.</span></p><p><br></p><p>This message indicates that the content contains elements or attributes that are considered unsafe and have been blocked to protect your security.</p><style> img { border-radius: 10px; } </style><style class="darkreader darkreader--sync" media="screen"></style><p><br></p>

<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>- Tracking Device Change History</strong></p><p><strong>- Filtering Device Change History</strong></p><p><strong>- Changing to Tile View</strong></p><p><strong>- Reporting on Device Changes</strong></p><p><strong>- Optimising Device Change history</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1340/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Asset Management)</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/923/" target="_blank" rel="noopener noreferrer"><strong>Asset Management</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/956/" target="_blank" rel="noopener noreferrer"><strong>Linking Assets</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/922/" target="_blank" rel="noopener noreferrer">The Asset Catalogue</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Tracking Device Change History</span></strong></p><p>Within your &quot;Assets&quot; area, you can track changes made to an asset in the &quot;Change History&quot; tab. This will show changes to an asset in a table view with the most recent showing first. In the example below, the user the asset is assigned to has been changed, followed by a site change.&nbsp;<br><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MDJkNThlLWM2NWYtNDkzNy05ZjkxLThkYjUxMTViN2NkNiJ9.Km0ePr3zQWrCwiqzKT_GD_WHcgUAup8Oo5v4qEh2ApI" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 490.339px;" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 1. Change History tab on an asset</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Filtering Device Change History</span></strong></p><p>Filtering can be applied to change history by hovering over the column name so that the filtering icon appears.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNmMyMDllLTdjZTEtNGZlYi04ZTRlLTVkMmU2YTViM2MxNiJ9.Uf5H_lNeqj2Je4nWrBy_W7kx3aPH1J0JlhW5p8I_BD8" class="fr-fic fr-fil fr-dib" style="width: 991px; height: 483.881px;" width="989" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 2. Filter icon on a column.</span></strong></p><p><br></p><p>You can then click this icon and a search bar will appear to allow you to filter. &quot;What&quot;, &quot;From&quot;, &quot;To&quot; and &quot;Who&quot; use a type search field, whereas &quot;When&quot; shows a calendar popup to select a date from.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2M2VkYzdiLTI5MjUtNGU4Zi05MDk2LWQzMGUzOWNiYjI5NSJ9.NF9VOKa1pF9BRltmhRWcy-7cY3kUak-riavEfyuV56A" class="fr-fic fr-fil fr-dib" style="width: 987px; height: 482.956px;" width="985" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 3. Filtering the results.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Changing to Tile View</span></strong></p><p>Change history can also be viewed within tile view by selecting it from the &quot;...&quot; dropdown in <strong>Fig 4</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwZjkyNDVkLWRiMDUtNDk5ZC1hNzRhLWJjZTdhZDdjMzk3MSJ9.WRvyZ6HcgNA0C6V-u_H7FYPxxMV_2GkC-6gPH7FT7ok" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 486.359px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 4. Change History in tile view.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Device Changes</span></strong></p><p>The change history is linked to the &quot;devicechange&quot; table when reporting. <strong>Fig 5</strong> shows the table for the changes made in the example in <strong>Fig 1</strong>, taken from the &quot;Device Changes&quot; report that is available in the online repository.&nbsp;</p><p><br></p><div style="color: #000000;background-color: #fffffe;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;" id="isPasted"><span style="color: #0000ff;">SELECT</span><span style="color: #000000;"><br>DEVICECHANGE.DCID&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[ID],<br>DEVICECHANGE.DCDID&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Device ID],<br>DEVICECHANGE.DCDevNum&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Device Number],<br>DEVICECHANGE.DCWhen&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Timestamp],<br>DEVICECHANGE.DCWho&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Agent],<br>DEVICECHANGE.DCDSite&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Device Site],<br>DEVICECHANGE.DCOldSite&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Site - From],<br>DEVICECHANGE.DCNewSite&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Site - To],<br>DEVICECHANGE.DCFieldID&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Field ID],<br>DEVICECHANGE.dcfieldname&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Field Name],<br>DEVICECHANGE.DCOldValue&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Field - From],<br>DEVICECHANGE.DCNewValue&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[Field - To],<br>DEVICECHANGE.dcuserid&nbsp;</span><span style="color: #0000ff;">AS</span><span style="color: #000000;">&nbsp;[User ID]<br></span><span style="color: #0000ff;">FROM</span><span style="color: #000000;"><br>DEVICECHANGE</span></div><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDJmOWE0LTlmNzYtNGY4Mi1iNzdhLTc3MWUzNzA2MzZhYiJ9.14w_WWPUDeGr9x3le9iQi56-srDwIqlJJQehEooLerc" class="fr-fic fr-fil fr-dib" width="521" height="413"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Report from the devicechange table.</span></strong></p><p><br></p><p id="isPasted">&quot;DCFieldID&quot; shows a number that corresponds to a type of change. The below ID key shows which each of these corresponds to.</p><p><br></p><p><strong><span style="font-size: 12pt;">ID Key</span></strong></p><p id="isPasted">-1 = &quot;User&quot;</p><p>-2 = &quot;Moved&quot;</p><p>-3 = &quot;Status&quot;</p><p>-4 = &quot;Assembled&quot;</p><p>-5 = &quot;Used in Assembly&quot;</p><p>-6 = &quot;Linked to Ticket&quot;</p><p>-7 = &quot;Passed Commission&quot;</p><p>-8 = &quot;Failed Commission&quot;</p><p>-9 = &quot;Reset Commission&quot;</p><p>-11 = &quot;Asset Tag&quot;</p><p>-12 = &quot;Note&quot;</p><p>-13 = &quot;Commission Date&quot;</p><p>-14 = &quot;Unchanged Commission&quot;</p><p>-15 = &quot;Attachment Added&quot;</p><p>-16 = &quot;Attachment Removed&quot;</p><p>-17 = &quot;Image Added&quot;</p><p>-18 = &quot;Image Removed&quot;</p><p>-19 = &quot;Status Changed&quot;</p><p>-20 = &quot;Child asset linked&quot;</p><p>-21 = &quot;Child asset unlinked&quot;</p><p>-22 = &quot;Parent asset linked&quot;</p><p>-23 = &quot;Parent asset unlinked&quot;</p><p>-24 = &quot;Sibling asset linked&quot;</p><p>-25 = &quot;Sibling asset unlinked&quot;</p><p>-50 = &quot;Created&quot;</p><p>-51 = &quot;Type Changed&quot;</p><p>-52 = &quot;Software Added&quot;</p><p>-53 = &quot;Software Deleted&quot;</p><p>-54 = &quot;Software version updated&quot;</p><p>-55 = &quot;Software install date updated&quot;</p><p>-56 = &quot;Software licence changed&quot;</p><p>-57 = &quot;Software licence count changed&quot;</p><p>-58 = &quot;Software licence role changed&quot;</p><p>-59 = &quot;Linked Asset relationship changed&quot;</p><p>-60 = &quot;Inactive&quot;</p><p>-61 = &quot;Teamviewer connection&quot;</p><p>-62 = &quot;Business Owner&quot;</p><p>-63 = &quot;Change Advice Board&quot;</p><p>-64 = &quot;Technical Owner&quot;</p><p>-65 = &quot;Priority&quot;</p><p>-66 = &quot;Supplier&quot;</p><p>-67 = &quot;Contract&quot;</p><p>-68 = &quot;Supplier Priority&quot;</p><p>-69 = &quot;Supplier Reference&quot;</p><p>-71 = &quot;Service Linked&quot;</p><p>-72 = &quot;Service Unlinked&quot;</p><p>-73 = &quot;Name&quot;</p><p>-74 = &quot;Status&quot;</p><p>-75 = &quot;Sales Description&quot;</p><p>-76 = &quot;Purchase Description&quot;</p><p>-77 = &quot;Price&quot;</p><p>-78 = &quot;Cost&quot;</p><p>-79 = &quot;Tax Code&quot;</p><p>-80 = &quot;Accounts Code&quot;</p><p>-81 = &quot;Item Group&quot;</p><p>-82 = &quot;Parts Warranty Start Date&quot;</p><p>-83 = &quot;Parts Warranty End Date&quot;</p><p>-84 = &quot;Labour Warranty Start Date&quot;</p><p>-85 = &quot;Labour Warranty End Date&quot;</p><p>-86 = &quot;Licence Linked&quot;</p><p>-87 = &quot;Licence Unlinked&quot;</p><p>-88 = &quot;Contract Linked&quot;</p><p>-89 = &quot;Contract Unlinked&quot;</p><p>-90 = &quot;Taxable&quot;</p><p>-91 = &quot;Recurring Price&quot;</p><p>-92 = &quot;Recurring Cost&quot;</p><p>-93 = &quot;Not Consignable&quot;</p><p>-94 = &quot;Item Project Template&quot;</p><p>-95 = &quot;Do not receive on Purchase Order&quot;</p><p>-96 = &quot;Budget Type&quot;</p><p>-97 = &quot;Manufacturer SKU&quot;</p><p>-98 = &quot;Is a Contract&quot;</p><p>-99 = &quot;Don&#39;t Invoice on Sales Orders&quot;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Optimising Device Change history</span></strong></p><p><span style="font-size: 11pt;">You can turn on the setting &quot;Use optimised Device Change history retrieval method&quot;, found in&nbsp;</span>Configuration &gt; Asset Management &gt; General Settings to allow performance improvements to Device Change History to be enabled.</p><p><em><strong><span style="font-size: 11pt;"><br></span></strong></em></p><p><strong><em><span style="font-size: 11pt;">Note: This should only be enabled for Databases created after June 2025.</span></em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyNGI3ZjBkLTc4M2YtNDBkNS1iMGYyLTk1MWM3YzhmMzI2OSJ9.aVseZJzWosmogU0aFPEfTJy_93Nhj-dJvj9c7z_sbS4" class="fr-fic fr-fil fr-dib" width="894" height="886"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Optimised Device Change history retrieval method checkbox.</span></strong></p>

<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><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>- Benefits of providing Automatic ticket updates via email</strong></p><p><strong>- How to provide Automatic ticket updates via email</strong></p><p><strong>- How to request ticket updates via email</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1454/" id="isPasted" target="_blank" rel="noopener noreferrer">Email (General Settings)</a><br></strong></li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Benefits of Providing Automatic Ticket Updates via Email</span></strong></p><p>In this guide we will cover how to provide users with an automatic ticket update when they send in an email requesting and update/details on a particular ticket. This allows users who are not the end user of a ticket to get a quick update on the ticket without having to navigate to the self-service portal. This is particularly useful for account managers as it provides them with a quick and easy way to obtain an update on their customer&#39;s tickets.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Provide Automatic Ticket Updates via Email</span></strong></p><p>First we will need to enable this functionality. To do this head to Configuration &gt; Email &gt; General Settings, enable the setting &#39;Enable Check Ticket Details email rule functionality&#39;, highlighted in figure 1.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiODQ2MzllLTE4ZjctNDk4NS1iMDRkLWZiMjBjMjgxMjkwZSJ9.3G-89SjufjNPcyOTB4vZxET2GlVMNMvZT1-TbdvQDvU" class="fr-fic fr-fil fr-dib" width="620" height="259"></p><p><strong><span style="font-size: 10pt;">Fig 1. &#39;Enable Check Ticket Details email rule functionality&#39;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Create Email Template</span></strong></p><p>Now the functionality is enabled you will need to set up the email template that will be sent out to users when they request an update on a ticket. You can customise the template to determine what information is sent out.&nbsp;</p><p><br></p><p>To create a new template head to Configuration &gt; Email &gt; Email Templates &gt; Custom Templates &gt; New. Name the template and complete the subject and body.&nbsp;</p><p><br></p><p>The subject and body can contain $-variables to pull through information on the ticket into the template. Some useful variables include:</p><p><br></p><p id="isPasted">$-DATEOCCURED{} - This pulls through the date the ticket was created.&nbsp;</p><p>$-SLATIMELEFT - This pulls through the SLA time that is remaining on the ticket.&nbsp;</p><p>$-LASTNONSYSTEMACTIONDATE - This pulls through the last public action that was completed on the ticket.&nbsp;</p><p>$-PRIMARYAGENT - This pulls through the primary agent assigned to the ticket.&nbsp;</p><p>$-STATUS - This pulls through the status of the ticket.&nbsp;</p><p>$-AREASITE - This pulls through the customer and site the ticket is assigned to.&nbsp;</p><p><br></p><p>For a full list of variables head to <a href="https://YOURHALODOMAIN.co.uk/variables">https://YOURHALODOMAIN.co.uk/variables</a>.&nbsp;</p><p><br></p><p>See figure 3 for an example template.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwNGE2YzlhLTZhYjAtNDY3MC1iNTI4LWVhNDNiNGNmNWZiMiJ9.ibmY6kNoX0IwfTWsczSV7A36M3wCJC2P4Y037-K62YM" width="1586" height="907" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(33, 37, 41); 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-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre; 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 style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig. 3 Example email template</span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 12pt;">Create Email rule</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">Now the email template has been created you can configure the email rule.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">To do this head to Configuration &gt; Email &gt; Email Rules &gt; New. Give the rule a name and set the &#39;Email Rule Type&#39; to be &#39;Check Ticket Details&#39;. Once this email rule type is selected you will be able to set a &#39;Response Template&#39;, this will be the email template sent out to the user. Set the template created earlier here.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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 src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NzFkZTFkLTRjZGYtNGI1Zi05N2UxLTJhZmI5MDhhNDQxNCJ9.m1vopyfFuQg6vSPYSdFoApwVNtAvz3BuQfL_MznRIb0" class="fr-fic fr-fil fr-dib" width="770" style="width: 772px; height: 481.462px;" height="481"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 10pt;">Fig 4. Check ticket details email rule</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">Under the &#39;Matching&#39; section of the rule configuration you will need to set the criteria that needs to be met in order for this rule to be matched. The criteria you set here will depend on your processes/preferences. In the figure 5 example the rule will be matched to any emails that contain the subject &#39;Ticket Update Request&#39;.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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 src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMDRhZGE4LWRkNTQtNDRhYS1hZTkzLTI4ZWQ5NjM5MTFlYSJ9.YmtWahW2REQ0TbhHi8faNqj_tHrszPsKJHtHho3t0qw" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 735.044px;" height="735"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 10pt;">Fig 5. Example criteria to match rule</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 14pt;">Using the Automatic Ticket Update Functionality</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 12pt;">How to ask for a ticket update</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">If a user would like a ticket update they will need to send in an email that meets the criteria against the email rule. The email will also need to contain the ticket ID of the ticket the user would like the update for (including the email tags), this is to allow the email to correctly match on a ticket.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">The email requesting the ticket details must match to end user in your Halo. If this user has access to the ticket, they will receive the automated email with the ticket details. If the user does not have access or the email cannot be matched to a user they will not receive an email. This prevents unauthorised users being able to obtain ticket information through email. &nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">If the email is matched to a user and the user has access to the ticket they will receive an automatic reply using the configured template. The incoming email from the user and the outgoing update will not update the associated ticket.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 12pt;">Access to Tickets</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">This functionality will not grant access to tickets/ticket information to users that do not already have access to this ticket.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">A user&#39;s &#39;access&#39; is determined by the tickets they have access to in the portal, if they have permission to view a ticket in the portal they will be able to receive ticket details via email too.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><em>Note: A User&#39;s ticket access level is determined by the &#39;web access level&#39; permission against their user profile.&nbsp;</em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">If an agent is using this functionality their ticket access will be determined by their linked user&#39;s access. That is, if an agent cannot view a ticket in the portal but can view it in the agent application they will not be able to obtain ticket details via email as their user permissions will be used rather than their agent permissions.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><em>Note: You can check if a user is linked to an agent under the &#39;preferences&#39; tab of their user profile (miscellaneous section). &nbsp;</em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">However, there is an additional agent permission that can be granted to give the agent access to all tickets via email regardless of their user permissions. This is found under configuration &gt; teams and agents &gt; agents &gt; select an agent &gt; permissions, &#39;Can access all Tickets when matching the &#39;Check Ticket Details&#39; email rule&#39;.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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 src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiNDYzMDk5LWIxNGMtNGI5Ni1iYWQ4LTY1YTlhYzQ2OWZmZiJ9.riVJzJ5RzBV_XsCmZTpddVOlH_iymKsjLwoMf8EFhWg" class="fr-fic fr-fil fr-dib" width="664" style="width: 666px; height: 346.068px;" height="346"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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><span style="font-size: 10pt;">Fig 6. &#39;Can access all Tickets when matching the &#39;Check Ticket Details&#39; email rule&#39; permission</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; 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-align: left; 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;">When set to yes the agent will be able to see ticket details via email using the automatic update functionality even if they do not have access to this ticket in the agent application. Therefore caution is advised when enabling this permission. This is typically only used for administrators who often have access to all tickets already, using this permission saves adjusting the agent&#39;s linked user&#39;s portal permissions.&nbsp;</p>

<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><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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- App Registration Basic Setup</strong></p><p><strong>- Method 1: Secret Authentication</strong></p><p><strong>- Method 2: Certificate Authentication</strong></p><p><strong>- Method 3: Federated Credential Authentication</strong></p><p><br></p><p><br></p><p><strong>Related Articles:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2290" target="_blank" rel="noopener noreferrer"><strong>Azure Deltas</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1106" target="_blank" rel="noopener noreferrer"><strong>Microsoft Entra ID Integration</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2322" target="_blank" rel="noopener noreferrer"><strong>Single Sign on (SSO) For Entra/CSP Users and Agents</strong></a></li></ul><p><br></p><p>When setting up a Microsoft integration, there are generally a number of different permission types and authentication options that can be used.</p><p><br></p><p>Before setting up your integration, Halo recommends you review:</p><p><br></p><ul><li>The difference between delegated and application permissions using <a href="https://learn.microsoft.com/en-us/graph/permissions-overview?tabs=http" target="_blank" rel="noopener noreferrer"><strong>Microsoft&#39;s guide</strong></a>.</li><li>The configuration of <a href="https://learn.microsoft.com/en-us/powershell/module/exchange/new-applicationaccesspolicy?view=exchange-ps" target="_blank" rel="noopener noreferrer"><strong>Application Access Policies</strong></a> and configure one where relevant (Mail and Exchange Calendars). Some supplemental instructions are available <a href="https://learn.microsoft.com/en-us/graph/auth-limit-mailbox-access" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</li></ul><p id="isPasted">If unsure which permission type to use, Applications Permissions are the simplest, feature-rich and most stable option.</p><p><br></p><p><strong><span style="font-size: 14pt;">App Registration Basic Setup</span></strong></p><p>Regardless of the permission type or authentication method you choose, there are some basic steps that you will need to complete for any App Registration.</p><p><br></p><p>Open the Entra Admin Center (or similar) and navigate to the App Registration section. Click &quot;New Registration&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyZmYyN2YwLWFkODgtNGVkYS05ZWUwLTIxNzFmZjE3YTlmZCJ9.kO_fiQ-6SvcOtWJYiXCrWg7IlYs9OEpClx67d1TILGk" class="fr-fic fr-fil fr-dib" width="1511" style="width: 1513px; height: 383.427px;" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 1. App registration&nbsp;</span></strong></p><p><br></p><p>On the registration screen you will want to fill out:</p><p><br></p><ul><li><strong>Name:&nbsp;</strong>Be aware in some situations the name will be visible to end-users (when configuring the SSO application for example).</li><li><strong>Supported Account Type:</strong> Single Tenant except for SSO and CSP.</li><li><strong>Redirect URI:</strong> The integration setup page/guide will tell you if you need one and the value required. Platform is always &quot;Web&quot;.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiMmQ0MzZiLWQ1ZjctNGM1ZS04YjQyLTc4ODBlZTBhZThhYSJ9.504HuiUSRlfT8jBDWcKBqiw2J6S66Q2ow98n2Gld2Eo" class="fr-fic fr-fil fr-dib" width="896" height="542"></p><p><strong><span style="font-size: 10pt;">Fig 2. Creating an application</span></strong></p><p><br></p><p>Click &quot;Register&quot;. Once registered, copy the &quot;Application (client) ID&quot; and &quot;Directory (tenant) ID&quot; from the Overview tab and store them safely, as these will be needed later.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkYjA0NDVhLTFjYjYtNDMzYi05MTNhLWYxNDI0NGRjYzQ0YSJ9.YpbcxXsAwmbxguXeG4_-2jZ1AvisVEZArtjIc65xIEM" class="fr-fic fr-fil fr-dib" width="1693" style="width: 1695px; height: 709.117px;" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 3. Copying IDs</span></strong></p><p><br></p><p>In the &quot;API permissions&quot; section, remove the default &#39;User.Read&#39; permission unless the integration configuration requires it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjMzcwMWQ2LTQxNzItNDFlNS1iNmMxLWYyYmY3NmIzMDg0YiJ9.gRa6FSnYK5GQkE-F_wFAfKskO6hLWbXQDZ1TjNkw4G0" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 528.629px;" height="529"></p><p><strong><span style="font-size: 10pt;">Fig 4. Removing User.Read permission</span></strong></p><p><br></p><p>Click &quot;Add a permission&quot;, then choose the relevant API (generally Microsoft Graph but the integration page will tell which API if not), and choose your permission. If the permissions on the integration&#39;s configuration page and the guide differ, use what the integration page in Halo gives and report this difference to our support team.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5MGIzZmRmLTFjNzEtNDA2NC1iZDQ1LTNjYTdiY2Q1MmE3MyJ9.jNwObtJAbeqdVBBZoH8_w55P3d939wYaWBcGRhqGD28" class="fr-fic fr-fil fr-dib" width="1703" style="width: 1705px; height: 551.043px;" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 5. Adding other permissions</span></strong></p><p><br></p><p>Grant admin consent (if required).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlOWEzYWM1LWFlYWYtNDRiNC04NDM5LTNkN2IzM2UxNGMxYSJ9.gezXFfsroTYpnRVsH0qUsR91-7CLqPsE9O16RhgrnUc" class="fr-fic fr-fil fr-dib" width="1431" style="width: 1433px; height: 733.263px;" height="733"></p><p><strong><span style="font-size: 10pt;">Fig 6. Granting admin consent</span></strong></p><p><br></p><p>The &quot;Status&quot; column will change if consent has been successfully granted.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NjE4ZDEzLWYzZDAtNDBmMy1hNmVlLTE4ODViM2ZkNGIzMSJ9.xGKsixI-iwWcrJdjIuAoWlE9I7XcH3tp7_NGVJyLlAQ" class="fr-fic fr-fil fr-dib" width="1430" style="width: 1432px; height: 693.675px;" height="694"></p><p><strong><span style="font-size: 10pt;">Fig 7. Permission with admin consent granted</span></strong></p><p><br></p><p>Once completed, you will now need to select your authentication option. <em><strong>Note: Not all options are available for all Microsoft integrations.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Method 1: Secret Authentication</span></strong></p><p>In Halo, choose &quot;Client Secret&quot; as your &quot;Credential Type&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyZWJhZDVmLTVkNDMtNGIzOC1iYzE4LTE5M2EwMTZhYjZmYyJ9.j6ECYwIhcbjFFx8-ShCHYHI7W2gwnnLRsUfn2yx05PI" class="fr-fic fr-fil fr-dib" width="377" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 8. Choosing a credential type</span></strong></p><p><br></p><p>In Azure, navigate to the &quot;Certificates &amp; secrets&quot; tab, and open the &quot;Client secrets&quot; tab. Click &quot;New client secret&quot;, fill out the description and choose an expiry. Microsoft limits this to a maximum of 2 years from creation. Once this generates, copy the &quot;Value&quot; (not Secret ID) and store it securely. It will no longer be visible once you leave this screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkNjU3MmQzLTBjN2UtNGQ1Ny05MjdjLTIwYTAxODRhM2I3MyJ9.VUXFd_YkwMY43pQtqqYBVJzjniSP8o-ON4twC8sUtvs" class="fr-fic fr-fil fr-dib" width="1442" style="width: 1444px; height: 483.867px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding client secret</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYTFhMjI2LTI3OTktNDUyYi04OTljLTQ5NWExZDZlY2M5NSJ9.RVxb4nCM6ebCzzdkYHcnx7-sDSVZzQu0kFz0EQmhQlE" class="fr-fic fr-fil fr-dib" width="1443" style="width: 1445px; height: 643.559px;" height="644"></p><p><strong><span style="font-size: 10pt;">Fig 10. Copying the secret value</span></strong></p><p><br></p><p>Back in Halo, add this secret to the secret field along with the Tenant and Application IDs.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiMzEwNzE0LWI4NjEtNDQ0Ny1iNjBhLTVkNzM4NWY4MjhiMCJ9.30hmYZMif2tGs3y_UtbEK8u13VFBiOblTIxYeHhr--g" class="fr-fic fr-fil fr-dib" width="1439" style="width: 1441px; height: 1020.2px;" height="1020"></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding the application details into Halo</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">If using delegated permissions</span></strong></p><p>There will be a &quot;Sign in with Microsoft&quot; button. Once pressed, you will be directed to the Microsoft Sign-In screen where you can sign in before being re-directed back to Halo. You will need to sign in with an account with appropriate permissions to access the resources you wish to import. For example, if authorising the Intune integration, the user will need permission to view all Intune devices.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4ODZlNjg3LTdlNTItNGIzZC04YWEzLTVhNGRhNzk2NmUwMCJ9.xUZhYv4yfll4onZOGZI-EvcGfeF8QVjgZK_UCU127eM" class="fr-fic fr-fil fr-dib" width="494" height="377"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sign in button (Delegated)</span></strong></p><p><br></p><p>If the authentication has been successful, the permissions/redirect URIs will have disappeared and the other tabs become accessible (if they weren&#39;t before). If unsuccessful, an error will appear in a model windows once re-directed back to Halo.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlNDYxZTVkLTcxNjAtNDI3MS1iYmQwLTZhZjZhN2E4ZWFiMyJ9.jj2elVyQGKoamNA4EiYKP7dtBy6DwW3ExBV_tNqdeLM" width="1398" height="925" 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: 1400px; height: 925.235px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 13. Successful connection (Delegated)</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">If using application permissions</span></strong></p><p>There will be an &quot;Authorise Application&quot; button. Once pressed, the application will attempt authorisation without leaving Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1MmFhNTY2LTcwZGEtNGNiZS1hYTI0LTdmMThmNjg0MGZmZCJ9.HIxhpfn-_qkK6eOa69CZYdLE6kq5jWgMalbBI_jvErQ" class="fr-fic fr-fil fr-dib" width="643" height="432"></p><p><strong><span style="font-size: 10pt;">Fig 14. Authorize Application button (Application)</span></strong></p><p><br></p><p>If successful, the button will disappear and relevant tabs will be unlocked. If unsuccessful, an error code will appear in a modal window.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkZTI0ZDVhLTlmMDktNDMzNS1iOTFiLTQyYTQ0MDc0NjI0NCJ9.DSvLkGG4afqb9quod8ZjPloNy_H2mb0x_PPuzQn3VNc" class="fr-fic fr-fil fr-dib" width="1412" style="width: 1414px; height: 958.366px;" height="958"></p><p><strong><span style="font-size: 10pt;">Fig 15. Successful connection (Application)</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Method 2: Certificate Authentication</span></strong></p><p>In Halo, choose &quot;Certificate&quot; as your &quot;Credential Type&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyOGMxMDg4LWZhMTEtNDk2Zi05OGRjLTM5ODYxYjM3YTlhNSJ9.KEwzPm1EtgmaM0JxB1LOBT9YFtMcEzCWxx8_av2FS8U" class="fr-fic fr-fil fr-dib" width="377" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 16. Selecting credential type</span></strong></p><p><br></p><p>You will need access to a valid X.509 certificate before starting. You will need this in both &quot;.pfx&quot; format (with access to the export password) and in &quot;.cer, .pem or .crt&quot; for Azure.&nbsp;</p><p><br></p><p>Once you have these, within Halo navigate to Configuration &gt; Advanced Settings &gt; Certificates. Create a new certificate entry by giving it a name, uploading the file, entering the password, and saving.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlOTk1M2I0LTkzNDItNDg2MC05Zjk3LTg0NzUxZTk4MTFhYyJ9.20g5KtL9wh_Z1nnNRbf6sZoGCAeqIhvs84Y72w92DrY" class="fr-fic fr-fil fr-dib" width="1406" style="width: 1408px; height: 570.968px;" height="571"></p><p><strong><span style="font-size: 10pt;">Fig 17. Creating a certificate entry</span></strong></p><p><br></p><p>In Azure, navigate to the &quot;Certificates &amp; secrets&quot; tab, and open the &quot;Certificates&quot; tab. Click &quot;Upload Certificate&quot;, upload the file, and give it a description before clicking &quot;Add&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1NzhlNDM3LWVmMzUtNGE3MS04YzFkLWY2MTQ2OTUzYmI3OCJ9.KPMtbI30Tk181hm8xgV08TQxrhcL52bWQiR-xQTWqvc" class="fr-fic fr-fil fr-dib" width="1413" style="width: 1415px; height: 504.958px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 18. Uploading the certificate</span></strong></p><p><br></p><p>Back in Halo, input the Tenant and Application IDs and choose the uploaded certificate before saving.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjMGUyMGQ0LWRkMDMtNGM2Yi05NjgyLWU0OTEyYTFjMjkxYyJ9.530HdYiVnpC-PWIVZip3t8oZagqQ8VETUH_8lYQlqMQ" class="fr-fic fr-fil fr-dib" width="1294" height="1075"></p><p><strong><span style="font-size: 10pt;">Fig 20. Selecting the certificate</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">If using delegated permissions</span></strong></p><p>There will be a &quot;Sign in with Microsoft&quot; button. Once pressed, you will be directed to the Microsoft Sign-In screen where you can sign in before being re-directed back to Halo. You will need to sign in with an account with appropriate permissions to access the resources you wish to import. For example, if authorising the Intune integration, the user will need permission to view all Intune devices.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1NWQ3MDg4LTY1NjAtNGEyZC1hMmY5LTJjOGRkOWYyNzRjMCJ9.pd1fln56vIikNuhCFPr44GZaOh8usltJ43HEWGoj-vQ" class="fr-fic fr-fil fr-dib" width="676" height="337"></p><p><strong><span style="font-size: 10pt;">Fig 21. Sign in button (Delegated)</span></strong></p><p><br></p><p>If the authentication has been successful, the permissions/redirect URIs will have disappeared and the other tabs become accessible (if they weren&#39;t before). If unsuccessful, an error will appear in a model windows once re-directed back to Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1ZGI1MmVjLWM1MTUtNDU3Yy1hNDA5LTdkZTdiYzI1OGM3MSJ9.x04dMdT3qOnDiqF6iZz44j-tBvVCwDwqs14wirS1-Lw" class="fr-fic fr-fil fr-dib" width="1513" style="width: 1515px; height: 1104.55px;" height="1105"></p><p><strong><span style="font-size: 10pt;">Fig 22. Successful connection (Delegated)</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">If using application permissions</span></strong></p><p>There will be an &quot;Authorise Application&quot; button. Once pressed, the application will attempt authorisation without leaving Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjZDNlNjEzLTRiZDctNGZmOC1iMzViLWFmMzJmN2RjNjBiZCJ9.0mYkuVwyTQMtEpCWm2Julk_rQ3Rt51MKQ4n_7vQ1uLc" class="fr-fic fr-fil fr-dib" width="728" height="358"></p><p><strong><span style="font-size: 10pt;">Fig 23. Authorize Application button (Application)</span></strong></p><p><br></p><p>If successful, the button will disappear and relevant tabs will be unlocked. If unsuccessful, an error code will appear in a modal window.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MGJkZjFjLTQ2YjctNDcyMy1iNzUwLTExOGVkNzk3ZTg1YyJ9.qLjzaFhxF-k3vuMvFbUBOS5G8DcTuK0w4EzmbIaPiCs" class="fr-fic fr-fil fr-dib" width="1024" height="789"></p><p><strong><span style="font-size: 10pt;">Fig 24. Successful connection (Application)</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Method 3: Federated Credential Authentication</span></strong></p><p>In Halo, choose &quot;Federated Credentials&quot; as your &quot;Credential Type&quot; and choose an Agent to use.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3OGUzNDQ5LTIyYjgtNDAwYy1iYTQ4LTE0MGNjMGY0ZWUzNiJ9.AlchM2_xpZG45AR8vmTniBPW1jjtnNxmQYlhq2vwuMY" class="fr-fic fr-fil fr-dib" width="492" height="189"></p><p><strong><span style="font-size: 10pt;">Fig 25. Selecting a credential type</span></strong></p><p><br></p><p>Once saved, you will be presented with some values you will need to input into Azure.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5ZTYxODY3LWZiOGItNDI3ZS1hODQ1LWMyZTE2N2MxYzdiNyJ9.xqUsdJLeoDy2xsOoVWkkr6XxC4SbalCguX6_FXF2YEM" class="fr-fic fr-fil fr-dib" width="698" height="670"></p><p><strong><span style="font-size: 10pt;">Fig 26. Credentials to copy</span></strong></p><p><br></p><p>In Azure, navigate to the &quot;Certificates &amp; secrets&quot; tab, and open the &quot;Federated credentials&quot; tab. Click &quot;Add Credential&quot;, and choose &quot;Other issuer&quot; as your &quot;Federated credential scenario&quot;.</p><p><br></p><p>The following fields need to be filled out:</p><p><br></p><ul><li><strong>Issuer:</strong> Copy &quot;Issuer URL&quot; from the Halo configuration page.</li><li><strong>Value:&nbsp;</strong>Copy &quot;Subject claim to validate&quot; from the Halo configuration page.</li><li><strong>Name:&nbsp;</strong>Choose a name.</li><li><strong>Audience:&nbsp;</strong>Copy &quot;Audience claim to validate&quot;.</li></ul><p>Then click &quot;Add&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyZDNmYjVhLTliZTMtNDcwYy05ZTdlLTI1MTllYzhhZDQzYSJ9.BCUdMLyEHe79EhXz-rWLZGRvzQtfkOxiRTy0TgUKbfg" class="fr-fic fr-fil fr-dib" width="1048" style="width: 1050px; height: 1088.47px;" height="1088"></p><p><strong><span style="font-size: 10pt;">Fig 27. Setting the credential details</span></strong></p><p><br></p><p>Back in Halo, input the Tenant and Application IDs and save. Click the &quot;Authorise Application&quot; button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMDUxMDI5LWY1MjItNGQ2OS04YWY0LWI1ZGEyZTAyZTE0MSJ9.9rsgCiA7HilZJjPITYi8UckFzlnS5BKP-KANbpgmGbw" class="fr-fic fr-fil fr-dib" width="728" height="358"></p><p><strong><span style="font-size: 10pt;">Fig 28. Authorizing application</span></strong></p><p><br></p><p>If successful, the button will disappear and relevant tabs will be unlocked. If unsuccessful, an error code will appear in a modal window.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliY2FmNmQwLWQ1YjAtNGZkNi1iYzM2LWFhNTdhNzBhMTE4YyJ9.WIIgPAIIw55G-8C1AJ2T-eTcW0dNPYwlEJDUzYTy8EA" class="fr-fic fr-fil fr-dib" width="1329" style="width: 1331px; height: 775.411px;" height="775"></p><p><strong><span style="font-size: 10pt;">Fig 29. Successful connection</span></strong></p><p><br></p><p><br></p>

<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><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>- Switching to the New UI</strong></p><p><strong>- Tickets General Configuration</strong></p><p><strong>- Ticket Type Configuration</strong></p><p><strong>- Action Configuration</strong></p><p><strong>- SLA Configuration</strong></p><p><strong>- Agent Configuration</strong></p><p><strong>- Custom Tables Configuration</strong></p><p><strong>- Dashboard Configuration</strong></p><p><strong>- Advanced Settings Configuration</strong></p><p><strong>- Branding Ticket Areas</strong></p><p data-pasted="true"><strong>- Customising the Help menu</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1442/" target="_blank" rel="noopener noreferrer"><strong>Advanced Settings&nbsp;</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1409/" target="_blank" rel="noopener noreferrer"><strong>Agents</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1852/" target="_blank" rel="noopener noreferrer"><strong>Dashboards</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1865/" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements</strong><br></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>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2037/" target="_blank" rel="noopener noreferrer">Custom Tables</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1249/" target="_blank" rel="noopener noreferrer">Halo In-App Dashboard</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1875/" target="_blank" rel="noopener noreferrer">Ticket Dashboards</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Switching to the New UI</span></strong></p><p>In Configuration &gt; Advanced Settings &gt; Appearance, you will find the dropdown named &quot;Halo UI Style&quot;. By default, this is currently set to &quot;halo-2021&quot;, but changing this to &quot;halo-2025&quot; will switch to the new UI.&nbsp;</p><p><br></p><p>This can currently be switched between, although these customisations are only available on the 2025 version, not 2021.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3NTFkMGRiLTUwNmEtNDMzOS1iZjUzLTU4ODA4MzE1NGZlZiJ9.A5ZrxlXOFvvyx-5qFy9gkJHvqjJzl4lWk7Ugcauh_Gg" class="fr-fic fr-fil fr-dib" width="144" height="70"></p><p><strong><span style="font-size: 10pt;">Fig 1. Halo UI Style set to 2025 version.</span></strong></p><p><br></p><p>Everything in the new UI will appear more modern, with rounded corners and a cleaner display from removing boxed borders. For example, this is how a ticket will appear from this UI by default. This can however now be customised with dashboard-adjacent features to move areas around and show or hide others.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4OWQ5ZDcxLWVlYjAtNDUyYy1iNDM1LTNjZTUyMDQ5NzU0MCJ9.3ySTM9_EMhJbcvz_HZdJZDscVVNvemX0uBzivXBLe9k" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 594.224px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 2. New UI on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Tickets General Configuration&nbsp;</span></strong></p><p><strong><span style="font-size: 12pt;">Customise the User Search</span></strong></p><p>You can customise how the user details search appears when logging tickets on the new ticket screen. This can allow agents to quickly narrow down users who may have similar names for instance, such as by searching for their job title or who they report to as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YjhhYmIxLTg1ZGMtNDA5MC05MzE5LWRmZDUxZDIyNDk0ZCJ9.SmW5umZKYC5nTwFUjPuWwN7sGjlX1ya21_FiAa34Mjs" class="fr-fic fr-fil fr-dib" width="737" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 3. User attributes.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Type Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Customise the Ticket Icon</span></strong></p><p>The ticket icon can be customised and overridden from the default in Configuration &gt; Tickets &gt; Ticket Types &gt; select a type &gt; &quot;Forms&quot; tab &gt; Agent Ticket Details Form.</p><p><br></p><p>&quot;Ticket Icon&quot; can be used to change the icon to any available one, and the &quot;Ticket icon colour&quot; can be set to either be based on the status colour like usual, or on the priority colour.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1OTY2YzM3LWQxYmEtNDdhYy05OGE3LTRhNWE2NWNkMjdmMCJ9.8u5aKeIrtZdl8KhpHw-3g-bFXTsacDOFtwETkCiZgP4" class="fr-fic fr-fil fr-dib" width="762" height="158"></p><p><strong><span style="font-size: 10pt;">Fig 4. Customising ticket icon.</span></strong></p><p><br></p><p>It will then appear on the ticket like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNGRmMWMyLTVjYTUtNDFkMS1hN2Y0LWIwNzY4YjAxOWQxZiJ9.vKolcHPnlwawlQHQe1xVb-DmBtMGyZcQPUhjrfGgy4Y" class="fr-fic fr-fil fr-dib" width="160" height="49"></p><p><strong><span style="font-size: 10pt;">Fig 5. Customised ticket icon on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Hide Ticket ID</span></strong></p><p>The ticket ID can be hidden from the ticket header by disabling the &quot;Show the Ticket ID in the Header on the Ticket Details screen&quot; in Configuration &gt; Tickets &gt; Ticket Types &gt; select a type &gt; Forms tab &gt; Agent Ticket Details Form.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYTFlZGI4LWQ1YTgtNDQ3Yy1hMzk0LTQ1N2M4ZWZhYzNhNSJ9.epp1JNhPf2GdZ9RZdXK8U3kgDIMSZ7UgVaStFsMzGE8" class="fr-fic fr-fil fr-dib" width="422" height="38"></p><p><strong><span style="font-size: 10pt;">Fig 6. Hiding the ticket ID from a ticket.</span></strong></p><p><br></p><p>The ticket header will then appear like this, with the summary in its place instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjOThkOWJjLTM1ZDAtNGVhYS05MDYyLTY3ZDc0ZWI4NWZjMSJ9.odXP5w34RdD5S3r-XKOR64w2v3zzuT_P0afJfDjOVVE" class="fr-fic fr-fil fr-dib" width="328" height="47"></p><p><strong><span style="font-size: 10pt;">Fig 7. Ticket header with the summary in place of the ID.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Ticket Widgets and World Clocks</span></strong></p><p>In Configuration &gt; Tickets &gt; Ticket Types &gt; select a type &gt; Forms tab &gt; Agent Ticket Details Form, you can choose one or two widgets to show in the Ticket details.</p><p><br></p><p>Choose between &quot;SLA Information&quot;, &quot;SLA Target Countdown&quot;, or &quot;World Clocks&quot;. The default is one widget for SLA Information. These will display based on screen size, with two widgets only being available on large screens.]</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YWEzYTBmLTAyZDYtNGUzZC05MWIzLTZiMTg4ZGVlOWY1ZiJ9.FNDa-BXCsLdziU-82P46pGlLnXCZTt7ntmd1fTCBjrw" class="fr-fic fr-fil fr-dib" width="762" height="181"></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding widgets to a ticket type.</span></strong></p><p><br></p><p>Here &quot;SLA Information&quot; and &quot;World Clocks&quot; are shown.</p><p id="isPasted"><strong><em>Note: For the SLA to &quot;pop out&quot;, a workflow must be against the Ticket.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5YmI0M2IxLTA1ZTgtNDc0MS1iNzRhLWRkN2YyZjQwNzdkNCJ9.m-v1YLcS-bEq9tB6d0tz19XICHY76zAI4FiTSuvP68Y" class="fr-fic fr-fil fr-dib" width="581" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket details widgets.</span></strong></p><p><br></p><p>The &quot;World Clocks&quot; widget pulls from the world clocks configuration in Advanced Settings, shown below. Time zones here must be entered in &quot;IANA&quot; format, which can be found online.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMWQwZTEyLTA0M2MtNGNlMy1iMWMyLTA5MTBhYTM4MjQxMCJ9.s66iL3Gbn8zJvWHyJrRkFjlTyzFP1B7csSN1WdxkPco" width="1225" height="478" 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: 1227px; height: 478.391px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 10. Timezone clock configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Changing the Sidebar Content<br></span></strong></p><p>In Configuration &gt; Tickets &gt; Ticket Types &gt; select a type &gt; Forms tab &gt; Agent Ticket Details Form, you can choose what shows on the Sidebar. Choose between &quot;Details&quot;, &quot;Progress/History&quot;, or &quot;Microsoft Teams Chats&quot;.</p><p><br></p><p>Details is set by default.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiNTZiYTgzLWM1N2MtNDUyMy04ODJlLTRmYWM1NTBkYWFhNSJ9.Bt_X39VovlyJl6HqamfEXHijuocpPU9ChtqK4U0LWqY" class="fr-fic fr-fil fr-dib" width="719" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 11. Sidebar Content.</span></strong></p><p><br></p><p>Setting the above to &quot;Progress&quot; will instead show the ticket layout like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3Yzg3MWJkLTkzMDItNDVmOS1hY2U3LWFiOTNhMDExYjE1MCJ9.QYLPH3I5h8SUpUaUcRBI0Lu71xYEzjI0aE0ajqIG_1E" class="fr-fic fr-fil fr-dib" style="width: 1229px; height: 578.278px;" width="1227" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sidebar set to Progress.</span></strong></p><p><br></p><p>If the above is set to &quot;Details&quot; an option will then show underneath to select the &quot;Maximum number of Sidebar Columns&quot; that can show on larger displays. Choose between, 0, 1 or 2.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkOTQ0ZTAzLWMyMDgtNDZiZi05MmFmLTUyYzNiMjg4YjIyMiJ9.7IXtVD2OXCwuuygdbXn4QstHRmljrGiffFtnDvcc5to" class="fr-fic fr-fil fr-dib" width="755" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 13. Choosing the number of columns.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Action Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Adding the Notepad to Actions<br></span></strong></p><p>The &quot;Notepad&quot; field can now be added to an action&#39;s field list. It will then populate the &quot;Notepad&quot; field added to the ticket type, and does not show the note on the ticket action.</p><p><br></p><p>Notepad works where only the agent/user who wrote it can see it. Multiple values can be stored in this field, but you will only see your own.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNTdiOGZmLTQ4MGItNDJhNy04MWNiLTU4NThlOWVlMWY3OSJ9.eQgDJ5B_-iV9SpRGUY6YMxOrUtRb9s5Vnqk9J0znEBM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 575.044px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 14. Notepad on a ticket type and action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">SLA Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Seconds Countdown</span></strong></p><p>In Configuration &gt; Service Level Agreements &gt; General Settings &gt; General Settings, you can choose whether seconds show on the SLA countdown or not. The timer must be switched on for this to show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1ZTQxY2Y5LTg0YTQtNGRjYS1iNTU0LTk4NzA1ODFlZjQ3MiJ9.-mg-V06nwq7vfegch29w6V6rjokB5bqV7W9ocO9Sh_Y" class="fr-fic fr-fil fr-dib" width="483" height="118"></p><p><strong><span style="font-size: 10pt;">Fig 15. Include Seconds in SLA Target Countdown header widgets.</span></strong></p><p><br></p><p>It will then appear on the ticket like below.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjYzBmZWE4LTk1OWQtNDRhMy1hY2NkLTAzMzQzMTc2YzE2MyJ9.m93oUi2VWhOyo4XJIpg94FG1C6lJtja6Rtu7UnQBonY" class="fr-fic fr-fil fr-dib" width="286" height="166"></p><p><strong><span style="font-size: 10pt;">Fig 16. SLA with a timer with seconds.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Agent Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Expand Details Screens</span></strong></p><p id="isPasted">When the tree is not attached to the menu you can make it so details screens (like Ticket Details) cover the tree when selected, allowing Ticket Details to take up the full screen width within the current tab when opened. This is set in Advanced Settings.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MTJmZmYxLWI2MGUtNDI1NC04YjA4LWU5ZDM4YjNhODkzMyJ9.j4hVZx2s5sCL_rSR4zBH5XgU8vgcpyQsIKiZ4Pq6bdc" width="415" height="80" 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"><strong><span style="font-size: 10pt;">Fig 17. Default &quot;Tree menu display&quot; set to be undocked.</span></strong></p><p><br></p><p>This can be set via the new option &quot;Show details full screen (hide the tree menu)&quot; in the &quot;List Preview Mode&quot; Agent Preference (&quot;Usability&quot; dropdown), or the corresponding new setting for the &quot;Default List Preview Mode&quot; for new Agents in Advanced Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NTE1NmVjLWViNzUtNDg0Mi1hNWUyLWI4ZjJiMjJhZWFhMyJ9.4e977YTXxGWgqETqGf-d8qJjGGjTCryoC1CJIpbRgxQ" class="fr-fic fr-fil fr-dib" width="476" height="100"></p><p><strong><span style="font-size: 10pt;">Fig 18. Hiding the undocked tree menu.</span></strong></p><p><br></p><p>Opening tickets will now show like the below instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlYWY5N2I1LWE2MWMtNGFmZS04YTVkLTgwMTczYzYyOTJlNiJ9.4FJm-EDZDN2hoXw5nGX7Zg8lRrQAnq_V0Knj6KGwikU" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 576.058px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 19. Ticket with a hidden tree menu.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Tables Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Modal Size</span></strong></p><p>When configuring a custom table, in the &quot;Details&quot; tab you can choose the size of the modal screens used. By default, these are set to &quot;Large&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZDA1NTg0LTllN2ItNGIwZi1hNDhlLTA0ODBiNWRhMWM5MCJ9.2Pp3ZI_LiabTQSKRxyTwwd0WU6nQAFZXtiUUzF4qkL8" class="fr-fic fr-fil fr-dib" width="763" height="78"></p><p><strong><span style="font-size: 10pt;">Fig 20. Input Modal Size on a custom table.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Dashboard Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Widget Appearance</span></strong></p><p>When creating dashboards, new widget styles &quot;Bubble&quot; and &quot;Bubble with hover&quot; have been added, that use the same styles as screens in the 2025 UI.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhZWY5NmQ5LWU0OTktNDZmMi1iMDdhLTI2YmE1ZjJmNGU1NSJ9.xV-jI71G4nxhQPI-fPrzARTM0YNrQ1YZ6q6lW5cFz_k" class="fr-fic fr-fil fr-dib" width="641" height="292"></p><p><strong><span style="font-size: 10pt;">Fig 21. Widget appearance options.</span></strong></p><p><br></p><p>&quot;Bubble&quot; appears like below in a similar style to the new UI&#39;s rounded style, and &quot;Bubble with hover&quot; will appear the same except with a pop-out effect upon hovering over it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNWM5OGYxLWYzMTUtNDAyNS1hMWNmLWE3MjY1MzE1YzdlMCJ9.GyltnbBdhmTL6UUWtHoWGSSenHxTo5gDOzI8cgmuj44" class="fr-fic fr-fil fr-dib" width="387" height="419"></p><p><strong><span style="font-size: 10pt;">Fig 22. Bubble widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Asset List Widget</span></strong></p><p>&quot;Asset List&quot; has been added as a new Widget type for dashboards. Upon selection, a column profile must be selected.</p><p><br></p><p><strong><em>Note: Column profiles will only show in this dropdown if they are a) Custom, i.e. not the *Default*, and b) Have &quot;Read Only&quot; access control allowed for &quot;All Agents&quot;.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZDc5ZjA3LTQ2MDUtNGRiZi1iNzU3LTQ1OTNmMDU2ZjM4OCJ9.jTDfvPm8PUHHUA4TM5RDqJKticGKTOBUdi93hlyWpQs" class="fr-fic fr-fil fr-dib" width="655" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 23. Asset List widget configuration.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkYTI4MDFjLWY0MDEtNGJiZi05ODQyLWY0ZGVhYTFmODYxZSJ9.1iGXgHKT_cUTCO1P5gxaq3ek72xt1Uw7bIgLWC3R28U" class="fr-fic fr-fil fr-dib" width="1172" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 24. Asset List widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Counter Field Widgets</span></strong></p><p>&quot;Counter&quot; has been added as a new mode for &quot;Single Field&quot; and &quot;Group of Fields&quot; widget types on Ticket-level dashboards.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1YjViZGMwLTcxMTEtNDNkNC05NTE4LTJhMGUyNDUzYzY0MCJ9.BclKZrL-fNH-CVJZO8V8tkrTwxPbqdA2Mu4A3ZoH6hA" class="fr-fic fr-fil fr-dib" width="638" height="260"></p><p><strong><span style="font-size: 10pt;">Fig 25. Single field counter configuration.</span></strong></p><p><br></p><p>Single and group will then appear like below.</p><p><br></p><p><em><strong>Note: If using a group format, the group of fields will need to be added to the ticket type&#39;s field list as a group, not individually.&nbsp;</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3NzBmNmNmLTExMmUtNDY2MC05MTA4LTRkZTI1NzRlYjI4NCJ9.ld-eVB9qMKi-Odf_U2JQw0i0VpAUKthjyqieEj8b2Lc" class="fr-fic fr-fil fr-dib" width="612" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 26. Single field and Group of fields counter widgets.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Multiple Fields Widgets</span></strong></p><p>&quot;Multiple Fields&quot; has been added as a new Widget type for Ticket-level dashboards. These allow you to select which fields to include in the Widget and apply different icons, colours and display modes to each field.</p><p><br></p><p>Upon selection, fields will need to be added into the table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNDU5MzZlLTJkMjYtNGYyMS04ZTc1LWM5YjQzYTc5OWEwNiJ9.gBjXnmK53fV4VIrvKJvk3gyTRQaHTnvzoY-mVmW5s54" class="fr-fic fr-fil fr-dib" width="641" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 27. Adding fields to the table.</span></strong></p><p><br></p><p>Editing a field will then allow you to select counter mode and choose an icon and colour for each field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNDFjZGQyLTUzODktNGUyYi04ZGZjLTNkNzkyZWViYTEzYSJ9.DYw3mx22QLAehwdim-za_oMUojhUAS89mDFBhVfisYQ" class="fr-fic fr-fil fr-dib" width="647" height="487"></p><p><strong><span style="font-size: 10pt;">Fig 28. Counter options for a multiple field widget.</span></strong></p><p><br></p><p>They will then display like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5Y2QxNDE5LTRlY2YtNDk0YS1hZDEyLTM5YWU2ODdiNjkwNyJ9.0IWYqbSXFwo5Elj9QkeBXpfdcfL1xCdDYPMPZHpj1Io" class="fr-fic fr-fil fr-dib" width="606" height="179"></p><p><strong><span style="font-size: 10pt;">Fig 29. Multiple fields widget.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Advanced Settings Configuration</span></strong></p><p><strong><span style="font-size: 12pt;">Tree View Display</span></strong></p><p>In Configuration &gt; Advanced Settings, you can control the display of the tree menu, either having it docked into the navigation menu as it previously showed or undocked within its own widget with an updated style.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><br><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MTJmZmYxLWI2MGUtNDI1NC04YjA4LWU5ZDM4YjNhODkzMyJ9.j4hVZx2s5sCL_rSR4zBH5XgU8vgcpyQsIKiZ4Pq6bdc" width="415" height="80" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 30. Undocking the tree menu.</span></strong></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;">It then appears in a widget-like bubble on the side instead of as attached like before.</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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMzA2ZDc2LTAxNjAtNDljNi1iNzJhLTk1NGJkODk0NDBiMCJ9.Xv1N-wiw4UktNWVL1EQtWyIlK2dyyn_av2j2vU3L_bg" width="1218" 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: 1220px; height: 575.157px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="575"><strong><span style="font-size: 10pt;">Fig 31. Widget for tree menu.</span></strong></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;">The width of this tree menu can be adjusted if set to &quot;Undocked&quot;. Head to Configuration &gt; Advanced Settings, and set &quot;Tree menu width (px)&quot;. This is defaulted to 298 pixels.</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;">You can also change the colour that appears on the navigation menu in Configuration &gt; Advanced Settings &gt; Appearance. Changing the &quot;Navigation menu colour&quot; dropdown from &quot;Default&quot; to &quot;Custom Colour&quot; will show a colour selector. You can choose one of the pre-configured colours, or enter your own HEX code.</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;">This dropdown is also available in the agent profile &gt; Preferences tab &gt; Appearance, which will override the global default if set differently.</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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzYWUzZGQ0LWE3Y2MtNDQzYi1hZmQ2LTJiODJjZjdjNjVjOSJ9.DBfKp30D06wYB2nyQ8pJuEzqkv1Qsi2zTY_HIXAgCLU" class="fr-fic fr-fil fr-dib" width="265" height="216"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 32. Selecting a colour for the navigation menu.</span></strong></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;">Below, this has then been overridden from the the Application Colour (black) to a red colour, and the black now shows when you click on the module or within the tree.&nbsp;</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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxYTMwOWJjLTA4YjAtNDljMy04Y2IzLWRiNDg5NjhiYjJkNyJ9.M8OGKXseDdpX5OmrEKUjzDlmmjgrn7b1UjZ-jX6w6Ho" class="fr-fic fr-fil fr-dib" width="503" height="362"><strong><span style="font-size: 10pt;">Fig 33. Navigation menu colour override.</span></strong></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;"><strong><span style="font-size: 12pt;">Bulk Checkboxes</span></strong></p><p>An Advanced Setting for whether table bulk-select checkboxes display on the left or right. By default, this has always been &quot;Left&quot;, but the new &quot;Right&quot; setting hides the checkbox until the row is hovered over, in turn giving a cleaner look to the table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzMzE3ZWQwLWI3NzctNDY0ZS1hMmUwLTliZmQzYWIzMjAwNiJ9.VHWuZaCEpxuNBiskt05tt7OlSAjSUt42WM4R7s3cYjI" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 327.893px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 34. Bulk action checkbox now on the right.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Pop Out Widgets</span></strong></p><p>Enabling &quot;Allow widgets throughout the app to pop-out on hover&quot; will set all widgets to pop out/enlarge on hover. This will be enabled on default when switching to the new UI.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlYmMyYmI4LTdjNjMtNDFmYS1iOWYzLTk1NjZlMjhjMDVmOCJ9.wymByzorJkxJxgBy5IH5w9OoTDTyG433lSFuLqdu29I" class="fr-fic fr-fil fr-dib" width="355" height="26"></p><p><strong><span style="font-size: 10pt;">Fig 35. Pop out widgets (currently disabled).</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Branding Ticket Areas</span></strong></p><p>You can add images to the page header for each ticket area, allowing you to brand each area to the team/department they pertain to.</p><p><br></p><p>To do this head to Configuration &gt; Tickets &gt; Areas &gt; select area &gt; Advanced tab &gt; enable &quot;Show an image in the page header&quot;. When enabled, you will be able to enter the URL of the image you would like to appear in the area, you can set different images for each theme of Halo. You can also then set a webpage to be opened when the image is selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMzI2MThmLTNkYmUtNDAyZS05NTkwLTk3MWU4MjQ1NWIzMCJ9.Aeb-aCQDrw3KNb6Cr1a9shsenjVBEA7dnGlE8SXVyY0" class="fr-fic fr-fil fr-dib" width="1187" style="width: 1189px; height: 338.007px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 36. Set an image to appear in the header for the area.</span></strong></p><p><br></p><p>Now this image will appear in the header for the area, both when viewing tickets in lists and when viewing each ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNDc5MWQwLTRhNGMtNDk5Ni04MGM2LTljYWU0NWMyY2YwNCJ9.U2eP_SwcmMkQnpcfHW4z6t8Ao0eyWWvOhZ9IMAr9RpY" class="fr-fic fr-fil fr-dib" width="1400" style="width: 1402px; height: 384.228px;" height="384"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 37. Image in area header</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p>Only hosted images can be used as area headers, if you have an image that you would like to appear here but is not a hosted image (either in .png or .img format) you can reach out to our support team to enquire about us hosting this image for you.&nbsp;</p><p><br></p><p>The size of the image in Halo is determined by the size of the hosted image, if you would like to adjust the size of the image that appears in the header you will need to adjust the size image itself.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Customising the Help menu (v2.234+)</strong></span></p><p>The Help menu in a Halo instance can be found by clicking the question mark (?) button in the top right.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNGJkZmRhLTNkZjEtNDZiZS1hOWY4LTJhNzhlMWI4ODBlMSJ9.KnMkTSmPK4Auffdb3gdtQMeoPP6ELh6Oy7bWE5H8TZc" class="fr-fic fr-fil fr-dib" width="396" style="width: 398px; height: 675.394px;" height="675"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 38. Help menu</span></strong></p><p><br></p><p>To edit the links and values that show here, head to Configuration &gt; Advanced Settings, and select &quot;Enable custom help menu&quot;. Once enabled a table will show it the current help menu values. Hovering over each line will show the pencil icon, clicking this allows you to toggle the &quot;Enabled&quot; checkbox to determine if that line will show in the menu. When editing a line you can also override the label and value that show in the Help menu. Halo path and URL lines will always&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZGRmYmM5LTY2NjMtNDg5MS05NTg1LTFhYzNkYTk3Mjc3NCJ9.nTI19v8uDxomzk62dpxDCDHC2P6QNER9ruFhQTTBCYE" class="fr-fic fr-fil fr-dib" width="1178" style="width: 1180px; height: 460.526px;" height="461"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 39. Customising the Help menu&nbsp;</span></strong></p><p><br></p><p>To add a new line to the Help menu click &quot;New&quot;. This will bring up a modal window where you can set the name, type, label, and determine if the line is enabled. The types Halo Path and Link URL will show the value field where you can link to the path or URL desired. The sequence you set on the line determines the order of the lines, with lower numbers showing higher on the menu. However, Halo paths and URLs will always show above text, email or phone number lines.&nbsp;</p><p><br></p><p>The label is the text that will show on the Help menu, this should be set to the value for phone, email, and text lines. The label for Halo paths and URLs should be the text you would like the link to hide behind, when the text is clicked the link will redirect the Agent to the location specified in the value field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxNGZiZTFkLTRjNTgtNGJiZi1hNmQ2LWI2YWU1ZDcwM2I1MCJ9.I2dtt0MsUsIgU6wjiDEAtQZqINTEjKNK7LCLjDoMV4I" class="fr-fic fr-fil fr-dib" width="667" height="548"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 40. Creating a new Help menu option</span></strong></p>

<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 the MYOB Integration?</strong></p><p><strong>- Enabling the Module</strong></p><p><strong>- Connecting MYOB Tenants</strong></p><p><strong>- Importing Tax Rates</strong></p><p><strong>- Importing Clients</strong></p><p><strong>- Importing Accounts Codes</strong></p><p><strong>- Importing Products</strong></p><p><strong>- Configuring Charge Rates</strong></p><p><strong>- Importing Suppliers</strong></p><p><strong>- Syncing to MYOB</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the MYOB Integration?</span></strong></p><p id="isPasted">MYOB can be integrated with Halo to sync clients, items, invoices, suppliers and purchase orders between the two platforms.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Enabling the Module</span></strong></p><p>To enable the MYOB integration, go to Configuration &gt; Integrations &gt; Accounts and Payments and enable the module using the plus icon in the top right-hand corner of the menu icon. Once the module has been enabled, click the menu icon to begin configuring it.</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:11.0pt;font-family:"Aptos",sans-serif;'>&nbsp;</p><p><span style="font-size: 14pt;"><strong>Connecting MYOB Tenants</strong></span></p><p>Halo allows you to connect to multiple MYOB tenants. Once connected to a tenant, you will be able to configure and import tax rates, accounts, clients, items and suppliers. You will also be able to sync any changes to clients, items, suppliers, invoices and purchase orders from Halo to MYOB.</p><p><br></p><p>Before configuring any of the general settings for this integration, you must first connect to at least one MYOB tenant. Click the MYOB tenants button shown below to start this process.</p><p><br></p><p><img alt="A close-up of a messageDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MTNkMzEwLTc1NGMtNDJiMy05ZTE3LTBkMzJiODJiNTJmOCJ9.Gfq8lifgxmwVH07izvbV6iNU11VdiRSC8bBOspoWOIQ" height="217" width="1195" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. MYOB tenants.</span></strong></p><p><br></p><p>Start by creating a new MYOB connection. Once you click &quot;New&quot; to add a tenant, you can enter a name for the connection. It is recommended that you use your company name that you will be connecting to, as this name will be displayed throughout the Halo application in different places.</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:11.0pt;font-family:"Aptos",sans-serif;'>&nbsp;</p><p><img alt="A white background with black linesDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4ODhmNjZhLWQ4MzItNGNmMC04NGRlLTk5ZWJmZjAxMDVlYiJ9.4_TV0KtF2TuTj_B5R9h8t9qWsK3zgyaig-bLxiMrI7Y" height="222" width="788" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. URL and Name fields.</span></strong></p><p><br></p><p>The API URL can be left unchanged.</p><p>Once a sensible company name has been entered, you will need to populate the <strong>username and password for the MYOB company file</strong> that you wish to access.</p><p><br></p><p><strong><em>IMPORTANT: The company file credentials are the ones that were first required when setting up AccountRight, not your MYOB online credentials (these will be used later).</em></strong></p><p><br></p><p>If you are unsure what your company file credentials are, you can try specifying the default MYOB values of username as &lsquo;Administrator&rsquo; and leaving the password field blank, as shown below.</p><p><br></p><p><br></p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3NDEyZWVhLWNlYmUtNDczZi05M2JkLTc2YmVkYzlhYzQ2ZSJ9.uGR5_1SBOp5Vx3fm6uTinhj1dYdA_fapwDgIsQ8cNFg" height="129" width="473" class="fr-fic fr-dii"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 3. Username and password fields.</span></strong></p><p><br></p><p>You must then save, then click edit and click &quot;Connect Now&quot;.</p><p><br></p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjYWNkZjE5LTM5NWEtNDZiNi1hNTM1LWM3YjAzMTVhYTRiZiJ9.5898hMss2W8TwWLLwDwc_LrFIuX9yE0BzgEkv4VIvfs" height="167" width="425" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Connect button.</span></strong></p><p><br></p><p>Now you can enter your MYOB online credentials for an account that has access to the desired company file. The account you log in with must have read and edit access to all the data you wish to import into Halo.&nbsp;</p><p><br></p><p>Once you log in, you will be prompted to allow Halo access to your MYOB account. Click &lsquo;Allow access&rsquo;. You will then be redirected back to the MYOB tenant list in Halo.</p><p>You will need to click back into your tenant and then click edit to select an organisation from your account. As noted on the drop down, this is an irreversible decision and if you need to change it you will need to start again my deleting this tenant connection and making a new one.</p><p>&nbsp;</p><p>Once you have selected a company and saved, it is a good idea to check you have the correct access to MYOB before you proceed any further with the configuration. Click on the &lsquo;Clients&rsquo; tab, then click import. This will show you a preview of the clients you can import into halo.</p><p><br></p><p><strong><em>If you instead get a 401 unauthorised error, it means you have used the incorrect credentials in the above step(s). You will need to check your credentials and try again.</em></strong></p><p><br></p><p>If you see a list of clients, you have the right access and can continue.</p><p><br></p><p>Now you have confirmed that you have the correct access to MYOB, you can continue with the rest of the integration. It is highly recommended that you proceed with the remaining integration set up by following the order of the tabs from left to right along the page.</p><p>We will be starting with Tax Rates.</p><p>&nbsp;</p><p><strong><span style="font-size: 14pt;">Tax Rates</span></strong></p><p><em><strong>Note: This step of the configuration is compulsory. Skipping this step will result in errors when syncing invoices later.&nbsp;</strong></em></p><p><br></p><p>To import your MYOB tax rates, click on the tax rates heading, then click the &lsquo;Import Tax Rates&rsquo; button shown below. Note that clicking import will not show a preview and will immediately bring in all tax rates from MYOB. This will remove any tax rates which have been previously configured that are not assigned to a MYOB tenant (excluding the zero tax rate). If the import is successful, a popup will display showing how many rates have been imported.</p><p>&nbsp;</p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNTAzOWY4LWYxNTItNDVjMy1iMDVhLTA5NWQyMThkYmE3NSJ9.YsVE3yv4_N5-8V8h5AujtHMk5z9ayPx-Q1ZX3gbPeo8" height="269" width="777" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Tax rate import.</span></strong></p><p><br></p><p>Unwanted tax rates can be manually removed by clicking on the &lsquo;Edit Tax Rates&rsquo; button shown above. This is where you can also manually assign tax rates. Click the &lsquo;Edit Tax Rates&rsquo; button and open any tax rate in the list to edit it. When creating a new tax rate, you will first need to choose which MYOB tenant the tax rate is assigned to. Once you&#39;ve selected the tenant, a list of tax rates from MYOB will be available to choose from.</p><p>&nbsp;</p><p><img alt="A screenshot of a phoneDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiZTcxZmEyLTY5ZDctNGM3ZC1iYjYxLTk1ODgwN2E1OWVjMiJ9.zXje2af55lQuHufO7BFa4VNmcSDfGEDMJTmHWWOYNWc" height="173" width="269" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Selecting a rate and tenant.</span></strong></p><p><br></p><p>Before importing your clients, it is recommended to set the default tax rates for clients under Configuration &gt; Billing &gt; Tax. Fill in the values you would like new clients to adopt if they are not specified during creation/import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmMGJjMTU5LTc5NzQtNGYwNC1hMDkzLTFlOTNmZDM1OTU0MiJ9.IVH0CzklUeFQ8PagzJ5oyD6lz7zG-B-o4faq0TnTU7o" class="fr-fic fr-fil fr-dib" width="331" style="width: 333px; height: 390.913px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 7. Setting default tax.</span></strong></p><p><br></p><p>You will also be applying these tax rates to items, which is explained later in the guide.</p><p><br></p><p>You can import tax rates from MYOB automatically on a daily basis, this will update any existing rates and create new rates. This is enabled using the setting &quot;Import tax rates daily&quot; under the &quot;Tax Rates&quot; tab. When enabled, the latest tax rates will be automatically imported during the daily task scheduler run. This helps to keep your tax rates up to date without having to re-import manually.&nbsp;</p><p>&nbsp;</p><p><strong><span style="font-size: 14pt;">Client Imports</span></strong></p><p><strong><em>Note: This step of the integration is compulsory if you want invoices for a client to be synced. If the client already exists in your system, but is not assigned a MYOB ID via this import, their invoices will not sync.</em></strong></p><p>Now that tax rates have been configured, you can move onto importing clients.</p><p><br></p><p>When importing, existing client records in Halo will be updated if they have the same name or accounts code in Halo as they do in MYOB. If they are being imported for a second time, then the record will be updated based on the MYOB ID that has been previously assigned to the record. If you wish to link a MYOB client to a Halo client of a different name, this can be done with the mappings table under the &lsquo;Clients&rsquo; tab. Click edit, then click the plus sign to add a new mapping. Here you can select which existing Halo client will link to the MYOB client. This will override the aforementioned name-based and accounts code matching. If a client already exists with the same name or accounts code but is assigned to different MYOB tenant, then a new record will be created.</p><p>&nbsp;</p><p>To import your clients, click on the &lsquo;Clients&rsquo; tab, then click the &lsquo;Import&rsquo; button. This will show a preview of all the clients that will be imported. If you are happy with this list, click the Import Clients button to open the importer screen, where your clients from MYOB will be listed for you to import.&nbsp;</p><p><br></p><p>Once you have imported at least one record, navigate to the clients view and open a client that has been imported. On the settings tab of this client, you will see that your client record has been linked to your MYOB tenant, along with other information which has been imported from MYOB.&nbsp;</p><p>&nbsp;</p><p><img alt="A screen shot of a loginDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViOWU1Zjc2LTA5ODUtNGI4Yy04NjExLTcxODE4MDIzYTUzNCJ9.Xo-_WmnBUV2UG9V8wdVHdCwG5j1rfZfPmvZzUcjw0wg" height="195" width="317" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Customer linked to MYOB.</span></strong></p><p><br></p><p>It is not possible to edit the MYOB tenant that a client belongs to once it has been assigned to the tenant.</p><p>&nbsp;</p><p>Providing you have correctly mapped all Halo tax rates to a MYOB tax rate, you will also see that the clients sales tax and purchase tax rates have been assigned correctly.</p><p>&nbsp;</p><p><img alt="A screenshot of a white backgroundDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2ODkzMTliLTY5MjctNDJmZS04OGEwLWY0YWVmNDBlZGRhYSJ9.XqBG8aKBk9jFrLqxanGCUl-cig-Or_PHLSnuDjxzdXs" height="136" width="195" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Tax rates.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Account Codes</span></strong></p><p><strong><em>Note: This step of the configuration is compulsory. Skipping this step will result in errors when syncing invoices later.</em></strong></p><p><br></p><p>Under the &quot;Accounts&quot; tab, you will be able to import your account codes from MYOB using the &quot;Import Accounts Codes&quot; button. As with importing Tax Rates, clicking this will immediately import all your accounts codes, which can later be adjusted or removed under the &quot;View Accounts&quot; button.</p><p><br></p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmMWZlNzg3LTE0ZGYtNDQyZS1iZjg2LWRmMjYzMDQ0MzVmMyJ9.1j0I-lVmnjQBqvvfzAtvgXrslnyuenHu9RpjshJQ0zw" height="150" width="799" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Accounts codes.</span></strong></p><p><br></p><p>Now you can set income and expense accounts for your items in Halo. This can either be set against the item group (<strong>Fig 11</strong>), the item itself (<strong>Fig 12</strong>) or set on the invoice line for the item.</p><p><br></p><p><img alt="A screenshot of a computer screenDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZTk0MzBkLWI3MTUtNDJiYy1iNTAxLWQ3YzZhMTkwODhkMyJ9.Zsbh9i10ZZDCD8eTIXBqeNoJJEu18ebqz0m8760jPlc" height="587" width="544" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 11. Group level billing details.</span></strong></p><p><br></p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlNzUxMjgzLTBkNzctNDEyZC04MjhiLTNjNjA1NzE1MmIyNCJ9.Z5rIwrQxrEdWU-YYqjQ-4m26wkMg2r_5OwHxQGrkeRk" height="391" width="592" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Item level billing details.</span></strong></p><p>&nbsp;</p><p>It is recommended to set the group level (<strong>Fig 11</strong>) accounts codes as well as tax codes before importing items. This is done by heading to your item list, changing the top left view to &quot;Items by group&quot; then right-clicking on the group you wish to edit and selecting the edit option.</p><p><br></p><p>Importing accounts codes before items also assigns the codes to the items when they are imported if the codes are set at item level in MYOB.</p><p>&nbsp;</p><p><strong><span style="font-size: 14pt;">Item Imports</span></strong></p><p>When syncing invoices to MYOB, every line on the invoice must be linked to an item that exists in MYOB. Therefore, you must ensure that all items that you want to sync to MYOB have been imported.</p><p>&nbsp;</p><p><strong><em>Note: When an item is added as a line item to an invoice, it needs to have valid account codes and tax codes assigned to it on the invoice in order for it to sync to MYOB. The tax codes are inherited from the client account easily if the client has been imported after importing the tax codes. The account codes can be assigned on the item under the billing tab or on the item group as per the previous images. The account codes are inherited on items from the MYOB import as well if they have been imported before items.</em></strong></p><p>&nbsp;</p><p>When importing, existing item records in Halo will be updated if they have the same name in Halo as they do in MYOB. If they are being imported for a second time, then the record will be updated based on the MYOB ID that has been previously assigned to the record. If an item already exists with the same name or accounts code but is assigned to different MYOB tenant, then a new record will be created.</p><p>&nbsp;</p><p>Before importing items, you must choose an item group that any imported items will be assigned to. Failing to do this may result in items not displaying correctly in Halo.</p><p>Once this is done, click the &quot;Import Items&quot; button to open the importer screen, where your items from MYOB will be listed for you to import.&nbsp;</p><p><br>Once you have imported at least one item, navigate to the items view in Halo and open one of the items you have imported. Under billing settings, you will see that the item has now been linked to the MYOB tenant.&nbsp;</p><p>&nbsp;</p><p>Providing you have correctly setup your tax rates, you will see that the tax rates have also been set on the item, along with other values such as the item and accounts codes.</p><p>&nbsp;</p><p><strong><span style="font-size: 14pt;">Charge Rates</span></strong></p><p>Although these are not strictly part of the MYOB integration configuration, amendments must be made to the configuration of each charge rate to ensure that each rate is linked to an item in MYOB. Failing to do this will result in invoices for labour failing to sync to MYOB. Now that all items have been imported, it is a good time to configure this part of Halo.</p><p><br></p><p>Navigate to Configuration &gt; Billing &gt; Charge Rates and open any of your charge rates. To link a charge rate to a MYOB item, add the item code to the Accounts ID/Nominal Code field. An example is show below for a charge rate linked to the item in MYOB with a code of &lsquo;BOOK&rsquo;.</p><p>&nbsp;</p><p><img alt="A screen shot of a remote supportDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkODQ5ZjE5LWMwMTktNGY1Ni04ZWU0LTZhM2FmMTJiY2JkMSJ9.MVoj3kAg2-wpHztvDAxqDZe1P3rx_dnAQ_dNuEUNsvI" height="418" width="555" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Charge type.</span></strong></p><p><br></p><p>Any charge rates that you do not want to link to an item should be made inactive, otherwise your technicians may use them unknowingly which will cause issues down the line when trying to sync invoices.</p><p><br></p><p><strong><em>Note: These fields are absent on the &quot;No Charge&quot; charge rate as this is a system defined field for labour that is not to be billed.</em></strong></p><p>&nbsp;</p><p><strong><span style="font-size: 14pt;">Supplier Imports</span></strong></p><p>In order for purchase orders to sync, each supplier in Halo must be assigned a MYOB ID. If you intend to sync purchase orders to MYOB, you should ensure that all of your suppliers are imported from MYOB first.</p><p><br></p><p>When importing, existing supplier records in Halo will be updated if they have the same name or accounts code in Halo as they do in MYOB. If they are being imported for a second time, then the record will be updated based on the MYOB ID that has been previously assigned to the record. If a supplier already exists with the same name or accounts code but is assigned to different MYOB tenant, then a new record will be created.</p><p>&nbsp;</p><p>To import suppliers, head to the &quot;Supplier&quot; tab and click the Import Suppliers button to open the importer screen, where your suppliers from MYOB will be listed for you to import. Once you have imported at least one record, navigate to the suppliers view and open a supplier that has been imported. On the settings tab of this supplier, you will see that your supplier record has been linked to your MYOB tenant, along with other information which has been imported from MYOB.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Syncing to MYOB</span></strong></p><p>Now that you have imported tax rates, accounts, clients, items and suppliers, you are ready to enable syncing to MYOB. By enabling this feature, whenever you create or update a client/item/supplier in Halo, the changes will be synced to MYOB. If the&nbsp;client/item/supplier&nbsp;in Halo is correctly linked to a MYOB record, then the record will be updated in MYOB, otherwise a new record will be created.</p><p><br></p><p>To enable syncing of any entity to MYOB, add the entity to the &quot;Entities to Sync&quot; field under the &quot;Syncing to MYOB&quot; tab.</p><p>&nbsp;</p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNGJmZjU2LTRjYzktNDJmZC05ZDRlLWNmNWIzNmFlY2I4MiJ9.5UN2sQV-cUgLUO8-EJmwymIAhHsdukN5Xx5zDIRFCYk" height="393" width="886" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Selecting entities to sync.</span></strong></p><p><br></p><p>Once you have added at least one entity to this field, you will be presented with an additional configuration option.</p><p>There is the option to show a message whenever a sync is successful. It is highly recommended that you enable this feature, particularly when first using the integration, as it gives a good indication that the actions you are taking are working. For example with this feature enabled, if you try to sync an invoice for a client who has not been correctly linked to a MYOB client, then no popup will display, which will indicate to you that Halo has not tried to sync the invoice to MYOB.</p><p>&nbsp;</p><p><strong><span style="font-size: 12pt;">General Settings</span></strong></p><p>Now that you have connected to one of your MYOB tenants, you can revisit the initial module setup screen (Configuration &gt; Billing &gt; MYOB Integration).</p><p>Here, you can choose a default tenant which will be used for new clients, suppliers and items.&nbsp;</p><p>&nbsp;</p><p><em><strong>IMPORTANT: This field should not be left blank. If left blank and you don&#39;t set this value manually when creating a new record, the record will not be synced to MYOB. If the new record is a client, it would mean that you cannot sync their invoices to MYOB.</strong></em></p><p>&nbsp;</p><p><strong><span style="font-size: 12pt;">Syncing Clients</span></strong></p><p>When you are creating a new client, there are some compulsory fields that must be completed for the sync to be successful. These fields are located on the settings tab of the client under the Billing Settings header. The first compulsory field is the MYOB tenant. If you have chosen a default MYOB tenant in the previous step, then this field will already be populated for you.</p><p><br></p><p>The second compulsory field is the account number/code. If you leave this field empty, then the client record will not be synced to MYOB, so you can leave this field blank if the client is an internal client that you do not want to be synced. The generate button (available in edit mode) will automatically create an account number. If you do not want your technicians to have to manually generate this value, then you can enable auto generation of the accounts number. This can be enabled in Configuration &gt; Billing &gt; General Settings.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzZTNjMTY5LTIzNGUtNGE0MS04ZTJhLTgwNzA1M2VhY2U2OCJ9.rf9afK2rrKuX7YkfLTjecu8YviuLg4TlM9oJXUCHOMI" class="fr-fic fr-fil fr-dib" width="350" height="78"></p><p><strong><span style="font-size: 10pt;">Fig 15. Accounts ID option.</span></strong></p><p><br></p><p><strong><em>WARNING: Failure to populate either of these fields will result in the client not being synced to MYOB.</em></strong></p><p>&nbsp;</p><p><strong><span style="font-size: 12pt;">Syncing Items</span></strong></p><p>Like clients, items have compulsory fields that must be completed when you create them in order for the sync to be successful. Again, the MYOB tenant and item code field (sales only) are required for the item to sync to MYOB. If you have enabled automatic generation of accounts IDs as explained above, then this will also apply for new items and the item code will be automatically generated for you.</p><p>&nbsp;</p><p>In addition to these two fields, the accounts code (sales only) must be populated. Some technicians will likely not know which accounts codes should be used for new items, which is why we have implemented a default option for these fields. These defaults can be configured in Configuration &gt; Items and Stock Control &gt; General Settings, so whenever your technicians create a new item, these fields are automatically populated for you:&nbsp;</p><p>&nbsp;</p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1OTcyNGMzLWVkN2MtNGNjZS05YTZlLWZlNWQ1YTM3OGQ4NiJ9.hOPUuOE5u9RSQfoYn0-B7BJf9liDJzkAHxRXfr7Lt0s" height="217" width="425" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Account code defaults.</span></strong></p><p><br></p><p>The account codes can also be inherited from the item group. If technicians create the item on the correct group, when added to an invoice, the item will inherit the group&#39;s codes if the fields are left empty at item level.</p><p>&nbsp;</p><p><strong><span style="font-size: 12pt;">Syncing Invoices</span></strong></p><p>Providing all steps of this guide have been followed, and every entity in Halo is correctly linked to an entity in MYOB, syncing invoices will be straightforward. All types of invoices can be synced to MYOB, whether it be&nbsp;for labour on tickets or an invoice created from a recurring invoice. We will only look at raising a basic manual invoice in this guide for simplicity.</p><p>&nbsp;</p><p>When first opening a new invoice, you will see a MYOB Details header on the right-hand side of the invoice.</p><p><br></p><p><img alt="A screenshot of a phoneDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiOGUxM2NkLTBjOTUtNDVhYS05N2I2LTAxYjIzZjY1OGNmYiJ9.227RU-ZfYi5igPAiIIaLONItI2EbMqy3COXAQPIbXQA" height="335" width="271" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. MYOB syncing and details.</span></strong></p><p><br></p><p>These fields will be blank at first and will populate once you save the invoice and it successfully syncs to MYOB. There is also a button to manually trigger a sync to MYOB, which is useful if you need to fix an invoice error and then force a resync.</p><p>&nbsp;</p><p>When first adding an item to an invoice, the item code will be displayed on the invoice line.</p><p><br></p><p><img alt="A white rectangular object with black textDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1ODAwMDM4LThiMTYtNGM2My04M2ZmLTRjN2U0ODJhY2NiZSJ9.DCBVka7DZlm81pHE2ORG8CkJEJRPESTvNE_ZB4w7IIg" height="166" width="1118" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Item code on an invoice item.</span></strong></p><p><br></p><p>This is the first basic indication that the item you&#39;ve added to the invoice has been successfully linked to a MYOB item. If no item code is shown, you can either edit the line and manually adjust the item code or, when the invoice is saved and you have chosen a default item code for invoice lines, the line will automatically be assigned the default item code.&nbsp;</p><p>&nbsp;</p><p>When saving the invoice, there are some common errors that can occur due to misconfiguration. If the error mentions tax rates/codes not being specified or being invalid, then the item that is assigned to your invoice line is likely not assigned to a tax rate which has been linked to a MYOB tax rate. Likewise, if the error contains information about an invalid item on the invoice, then one of your items/charge rates has not been correctly linked to a MYOB item.</p><p>&nbsp;</p><p>In these circumstances, you should revisit your configuration and check that these entities have been linked together correctly. Once you&#39;ve made changes to your configuration, you should re-add the line to the invoice so that the changes take effect on the invoice. As long as one field/line is modified, then the changes will be synced across to MYOB. Alternatively, you can force a sync using the &quot;Sync to MYOB&quot; button mentioned above.</p><p>&nbsp;</p><p>If no errors have been shown but the third-party invoice number (shown under the MYOB Details heading) is showing as &quot;Not set&quot;, then Halo has not tried to sync the invoice. This will be due to the client record not being linked to a MYOB tenant or not having an account code assigned to them. In this scenario, you should ensure that these two values are set against the client record and then delete and recreate the invoice.</p><p>&nbsp;</p><p>Updates to invoices that have already successfully synced to MYOB will also be synced to MYOB, for example, if you wanted to increase the quantity of an existing invoice line.</p><p>&nbsp;</p><p>A method similar to a two-way sync is possible. Within the MYOB module, enable the below checkbox. This will delete and recreate each line on the MYOB invoice to ensure that the invoice lines on both platforms match.</p><p><br></p><p>If this is not enabled/previous versions, all changes should be made in Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkZWM2YWQ0LTAwNDEtNDNjZC04ZTAzLWRiZTNlMGM2MDBlNiJ9.intg9PtL3JMOaHVkpiCGFTa4E_DBXSVvVu9cfgQ4qEU" class="fr-fic fr-fil fr-dib" width="724" height="61"></p><p><strong><span style="font-size: 10pt;">Fig 19. Invoice line creation option.</span></strong></p><p><br></p><p>These can be deleted in MYOB when deleted in Halo.</p><p><br></p><p><strong><span style="font-size: 12pt;">Syncing Suppliers and Purchase Orders</span></strong></p><p>Syncing suppliers and purchase orders works in the exact same way as clients and invoices. The mandatory fields for a supplier to sync successfully are the same as the mandatory fields for clients and can be found in the same location. There is currently not an option to automatically generate the accounts code for a supplier, so this must be done manually.</p><p>&nbsp;</p><p><em><strong>Note: Due to current limitations, the address field of a supplier does not get synced back to MYOB.</strong></em></p><p><br></p><p>Purchase orders also have the exact same requirements as invoices. These can be deleted in MYOB when deleted in Halo.</p><p><br></p><p><strong><span style="font-size: 12pt;">Syncing Bills</span></strong></p><p>Bills can be synced and updated in MYOB when created from purchase orders in Halo. You can set the default freight tax code with the &quot;Syncing to MYOB&quot; tab. These can be deleted in MYOB when deleted in Halo.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkZjg3ZWFlLWJjMDAtNGQ2MS1iMjY4LTdjOTA1MWM4MTc0OSJ9.F_3FEeH4_B5Ki682to16Jy3vO2vQK3o8l-U2HodLM6U" width="213" height="140" 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"><strong><span style="font-size: 10pt;">Fig 20. Bills default tax code.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Syncing Payments</span></strong></p><p>Payments created or posted to Halo can be synced to MYOB. There is an option to choose an account to receive payments within the &quot;Syncing to MYOB&quot; tab. If no account is selected here, payments will be classed as undeposited funds in MYOB.</p><p><br></p><p><strong><em>Note: Payments edited/deleted in Halo will not be edited/deleted in MYOB.</em></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MjkwZjc0LTVhODgtNDY0ZC1hNmIwLTk3MTRiOGJkOTY0NyJ9.oXYEutHENy2WKAULFxWd83E2RvUSbv6_WoJjrv3Qwd8" width="474" height="203" 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"><strong><span style="font-size: 10pt;">Fig 21. Payment sync account.</span></strong></p><p><br></p><p>Payments can also be synced via the Halo integrator. Payments are received based on the last sync date, and this can be reset to retrieve the last 7 days of payments. Only payments for synced invoices will be imported.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhZjczYTk2LTMxMGQtNDBkNS1iMzBiLThmZTdjMTc1N2QzOCJ9.xcglvy_rz_7cWc9NRvULbbgapLpHVlhJeUs0XoBY9VA" class="fr-fic fr-fil fr-dib" width="772" height="292"><strong><span style="font-size: 10pt;">Fig 22. Payment sync.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Default Items</span></strong></p><p>Default items can be set in the main configuration page of the MYOB integration. The nominal and purchase nominal accounts codes will be used if the line does not have an item, or if the item does not have an accounts code set.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiOWNmNTAzLWY4ODEtNGJhMi05MTY4LWUyYWRkNzk5Nzk5ZCJ9.CPK_Rt6cYIlC4yH7kd7Z8f3o3kQO-lRJDiJEogRLoDo" class="fr-fic fr-fil fr-dib" width="241" height="243"></p><p><strong><span style="font-size: 10pt;">Fig 23. Default items.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Errors</span></strong></p><p>In the event that a sync to MYOB fails, all errors are saved against the MYOB tenant connection for traceability. To review these errors, navigate to Configuration &gt; Integrations &gt; MYOB &gt; MYOB Tenants, open a tenant that you are connected to and switch to the &quot;Outbound Requests&quot; tab.</p><p><br></p><p><img alt="A screenshot of a computerDescription automatically generated" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5MjUzNGMwLWE5NjQtNGM0Ni1iMWRmLTBmZGQyMjA0YTk4ZCJ9.CY6J4q2Ayjfbkohi0-epyphm7gvhjMSHbW2ITZ4pAX0" height="253" width="830" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 24. Outbound Requests tab.</span></strong></p><p><br></p><p>The table will provide an overview of the errors in the order in which they occurred. By double clicking the error, you can see further details.</p>

<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 Tiered Pricing?</strong></p><p><strong>- Setting Tiered Pricing on an Item</strong></p><p><strong>- Quotation/Sales Order/Invoice Process</strong></p><p><strong>- Tiered Pricing on Recurring Invoices</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1349/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Billing)</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1845/" target="_blank" rel="noopener noreferrer">Items &amp; Stock Control</a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1986/" target="_blank" rel="noopener noreferrer">Creating Quotations</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1990/" target="_blank" rel="noopener noreferrer">Sales Orders</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is Tiered Pricing?</span></strong></p><p>Tiered pricing allows the price of the item to change dynamically based on the number of units of the product on a quotation, sales order or invoice.</p><p><br></p><p>This allows options such as providing overall discounts for larger orders, or an introductory deal with cheaper prices for the first few units, both providing incentives for your customers to purchase from you.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Tiered Pricing on an Item</span></strong></p><p>In the &quot;Products&quot; module, select an item/product or create a new one.&nbsp;</p><p><br></p><p>In the &quot;Costing &amp; Pricing&quot; tab, enable &quot;Use Tiered Pricing&quot;. The area below to configure tiered pricing will then appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwZWNmYzU0LTQ2Y2UtNDllYi05ZGE5LTg4MWMxZmIyNjZmNCJ9.YRlxgOactsLblsCF2GBz7WDxACo1ygtJRAG00ILDmww" class="fr-fic fr-fil fr-dib" width="863" style="width: 865px; height: 494.286px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling tiered pricing on a product.</span></strong></p><p><br></p><p>The next dropdown &quot;Tiered Pricing Method&quot; is where the method of calculating the tiers is set.</p><p><br></p><p>&quot;Volume based pricing&quot; means that if you have tiered pricing for under or over 100 units, if an order contained 120, all 120 would be charged the over 100 price.</p><p><br></p><p>&quot;Tiered based pricing&quot; means that the same 120 units would be split into 100 charged the under rate, and the remaining 20 the over rate.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0NWVjYjI2LTNkNTctNDA0NS04MmY1LTdjZDgyYjFiODhmYyJ9.7WXwddG5q9v2AlU50ujYBCn3B_y33yJuLSsphdctRGo" class="fr-fic fr-fil fr-dib" width="860" style="width: 862px; height: 495.283px;" height="495"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting the tiered pricing method.</span></strong></p><p><br></p><p id="isPasted">Clicking &quot;Add&quot; to the &quot;Tiered Pricing&quot; table is where the price tiers are set.</p><p><br></p><p id="isPasted"><strong>Fig 3</strong> also shows the configuration for the example this guide will be using throughout. Volume based pricing has been set, with a cheaper price if more than 5 units are bought.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NzUxZjU2LTlmYTgtNDY0MC04MDVhLTg4MDU2MjM4NWQ1YyJ9.lcnsKfZ9zWs7yQaSWHFdPox8eHUDmQW-RA4n1NEnmr8" class="fr-fic fr-fil fr-dib" width="861" style="width: 863px; height: 493.793px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding the price tiers.</span></strong></p><p><br></p><p>Upon clicking &quot;Add&quot;, the following popup will appear to configure a tier. Here you can set the price, and then the number of units that price should correspond to.</p><p><br></p><p>The range is set between the minimum and maximum. The minimum is mandatory, and can be 0, but no maximum is needed as it can show &quot;Unlimited&quot; if none is set.</p><p><br></p><p>The checkboxes for &quot;Include Minimum&quot; and &quot;Include Maximum&quot; are for whether the unit values entered should be included in the range or not.</p><p><br></p><p>For example if the &quot;Minimum Quantity&quot; is set to 3, checking &quot;Include Minimum&quot; will show the range as 3 or over, and unchecking it will show the range as 4 or over.</p><p><br></p><p>The same applies for &quot;Include Maximum&quot; but the other way around. If the &quot;Maximum Quantity&quot; is set to 5, checking &quot;Include Maximum&quot; will set the range as anything 5 or below. Unchecking it will set the range as 4 or below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkZDMyZDYxLThiMGMtNGNmYy05OTlkLWVlNjc5ZDA4NTc0NyJ9.vNIlmNlZNxDwY0Tnjkl-0i3LVA5C0_j_1BIAp9vYalA" class="fr-fic fr-fil fr-dib" width="850" style="width: 852px; height: 488.675px;" height="489"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting price and tier ranges.</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Quotation/Sales Order/Invoice Process</span></strong></p><p>Now that the tiers are configured, the prices set against them will default when creating quotations, sales orders or invoices.&nbsp;</p><p><br></p><p><strong><em>Note: The profit margin on the item line will only update fully when the quote/SO is fully saved.</em></strong></p><p><br></p><p>In <strong>Fig 5</strong>, the quotation only has 1 unit added, falling under the 5 unit threshold, so it has a price of 10 to the customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NmRiZWI2LTQzNTYtNGE0OS04NmZhLTA2ZDk3NDI2MmRhMSJ9.at5ylekE0UaYabG-EL8h4Vd7CzBxDg1lnT4JNk7Ug2A" class="fr-fic fr-fil fr-dib" width="861" style="width: 863px; height: 492.843px;" height="493"></p><p><strong><span style="font-size: 10pt;">Fig 5. Quotation with the first price tier.</span></strong></p><p><br></p><p>In <strong>Fig 6</strong>, the quotation has 6 units added. This goes over the 5 unit threshold we configured, and therefore has a price of 5 instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YzllZDBhLWE2YTUtNDU1YS1iMzc3LWM5MTkwNjAzMWU1YyJ9.BEVTnYk-htG5x0gemFYDBGrtodlnxokWuNV1ew7LrcI" class="fr-fic fr-fil fr-dib" width="860" style="width: 862px; height: 493.556px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 6. Quotation with the second price tier, applying a discounted rate.</span></strong></p><p><br></p><p>Creating a sales order from that quotation transfers this price over.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiOWEzZmEwLWJmOTAtNGY0ZS1iYTE0LWVkN2M0NDQzMDJlZCJ9.jRGZL_O7gFvKlODFs-J5HIc29VO_CV69I4OwIrYT4s4" class="fr-fic fr-fil fr-dib" width="856" style="width: 858px; height: 491.191px;" height="491"></p><p><strong><span style="font-size: 10pt;">Fig 7. Sales order made from the quotation price.</span></strong></p><p><br></p><p>The same then occurs when creating an invoice from the sales order.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2MzA3ODE0LThmZWMtNDc5MC1hYzc5LWQ5YTVkYmVhYTg3NCJ9.uZo3ui7LkQxkg7S-_0HeEuCFP9NU1FKO9WcZHwMKQQ4" class="fr-fic fr-fil fr-dib" width="855" style="width: 857px; height: 489.452px;" height="489"></p><p><strong><span style="font-size: 10pt;">Fig 8. Invoice made from the sales order.</span></strong></p><p><br></p><p>If instead using &quot;Tiered based pricing&quot; in the dropdown in <strong>Fig 2</strong>, the average price will show on the line in the quotations. The same tier mappings in <strong>Fig 3</strong> mean adding 10 units averaged the price to 7.50 (5 units for 10, and 5 units for 5). The price transfer between quotations, sales orders, and invoices will then function the same as above using the volume method.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjNGI1NWYxLTcwMWYtNGFiMy1iNzIwLWEyZWNmOWY1YjJiMCJ9.oVbb_a2TcM96xJmkvbPxlUxMWrS3VZuIcM37J_E2eCc" class="fr-fic fr-fil fr-dib" width="853" style="width: 855px; height: 487.932px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 9. Tiered based pricing on a quotation line.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Tiered Pricing on Recurring Invoices</span></strong></p><p>Tiered pricing configured for a product will be compatible with recurring invoices in Halo. This means as the quantity of the item changes on the recurring invoice, the price will change in line with the tiered pricing set for this product.&nbsp;</p><p><br></p><p>Price updates are reflected when quantity changes are made to the recurring invoice both manually and automatically. This means if you have the quantity of items on recurring invoices set to change dynamically, based on licence counts in Azure for example, the price will also update dynamically if the item uses tiered pricing.&nbsp;</p>

<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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- The basics of&nbsp;</strong><strong>each part of HaloCSM along with the appropriate terminologies</strong></p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li><a href="https://usehalo.com/halocrm/guides/1419" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1409" target="_blank" rel="noopener noreferrer"><strong>Agents</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1340" target="_blank" rel="noopener noreferrer">General Settings (Asset Management)</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1341" target="_blank" rel="noopener noreferrer"><strong>General Settings (Tickets)</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1862" target="_blank" rel="noopener noreferrer">Self Service Portal</a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halocrm/guides/978" target="_blank" rel="noopener noreferrer"><strong>Action Button Configuration</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1777" target="_blank" rel="noopener noreferrer"><strong>AI Report Builder</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1582" target="_blank" rel="noopener noreferrer">Customising Your Self-Service Portal</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1574" target="_blank" rel="noopener noreferrer">Organisation Basics</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/887" target="_blank" rel="noopener noreferrer">Reports and Scheduling</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1563" target="_blank" rel="noopener noreferrer">Report Builder</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/halocrm/guides/1619" target="_blank" rel="noopener noreferrer">Ticket Statuses</a></li></ul><p><br></p><p>This guide will go through the basic definitions of terms that are used within HaloCSM, and a few commonly used features within them. To learn about these areas in more detail, guides have been linked above. &quot;Admin&quot; guides focus on laying out buttons and settings, and what each one does. &quot;Related&quot; guides give a more overall view of the area. If you would like clarification on how something works, please contact our support team at <a href="mailto:support@halocrm.io">support@halocrm.io</a> who can assist you.</p><p><br></p><p><strong><em>Note: These features are interconnected with each other, so having a basic understanding of each will help you when configuring your setup. There are mentions of each feature in this guide within other features, but reading the guide in order will flow best to make sense of each.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a contact?</span></strong></p><p>Contacts are the people who raise tickets in Halo, and they each have a contact account associated to a customer. The term &quot;contact&quot; represents the employees of your customers, the people who are being supported with their issues. This is an example of how a contact account looks from the agent portal (which will soon be explained). A contact account is used to access the Self-Service Portal/End-User Portal and to match emails, so that when the contact emails the service desk, Halo can instantly match them to their existing contact.</p><p><br></p><p>You can see recent activity on their tickets, what client they are associated with, and information such as their name and email address in the &quot;Details&quot; area on the far right side.</p><p><br></p><p><strong><em>Note: The details tab may show to the left of the overview tab, this can be changed within Configuration &gt; Processes &gt; Advanced Settings &gt;*Scroll to the setting named &quot;Details screen display mode&quot;*.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5M2FiM2E2LTJjODEtNGQyZC1hYzBhLTY1YjNhZGFjNTFhNyJ9.09NIqnvmRB4GgkE6h3LqofpidFDB7RNuMsycBPecE0A" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 582.206px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 1. Contact profile overview.</span></strong></p><p><br></p><p>1) Contact&#39;s name.</p><p>2) Configuration tabs.</p><p>3) Current open tickets and opportunities from that contact.</p><p>4) Recent activity on that contact&#39;s tickets, showing any actions done by either the contact or an agent.</p><p>5) Details about the contact such as name and email address.</p><p><br></p><p>There are multiple tabs underneath the contact&#39;s name and profile picture, which can be customised based on your needs or the customer&#39;s.&nbsp;</p><p><br></p><p>The next two tabs after the Overview tab shows every ticket that contact has raised by type - either a helpdesk ticket, or a sales ticket. By default, it will only show tickets that are open and not on hold, but you can change this filter to view closed tickets, or every ticket ever logged by opening the dropdown in the red box in <strong>Fig 2</strong>.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YThhNGQ5LTViYTgtNDYzYi1iMjM3LTUzOWIwNDY3MDI3YiJ9.vQXEiL2EHaV-4NmljXMRWR5Bfb3JWsv1Z4PY2Gr-NtU" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 573.876px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 2. Tickets tab on a contact.</span></strong></p><p><br></p><p>The &quot;Preferences&quot; tab is for customising the contact&#39;s experience depending on what they want. You can select if they want acknowledgement emails if they log tickets for example, in the &quot;Email/Marketing Settings&quot; dropdown, which is the most commonly used option here. In &quot;Customer Level Notifications&quot; and &quot;Site Level Notifications&quot;, you can set whether the contact receives acknowledgement emails for tickets logged by other people in their company. This is a useful setting for managers to look at what their team is logging tickets for.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzMzgwNzViLWJjOWItNGYxNi05ODJhLWEwOWJhMTdlMzNlZCJ9._4_63IQW5VCWHIknoSlmaAApKdePjdkxz2rXZgW9v08" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 576.222px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 3. Preferences tab on a user.</span></strong></p><p><br></p><p>You can select what the contact has access to view in the &quot;Permissions&quot; tab. Here, the most common setting is the &quot;Web Access Level&quot;, which is shown at the top of the list in <strong>Fig 4</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0NDNiMGJkLTYyZGQtNDFlNC05N2YwLTFkZmNkNzJlOTZmZiJ9.-61Pjn01rR5-uTLU3LPYpKhuYE63uNq3OwOVXzJr2NI" class="fr-fic fr-fil fr-dib" style="width: 1223px; height: 575.116px;" width="1221" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 4. Permissions tab on a contact.</span></strong></p><p><br></p><p>The &quot;Web Access Level&quot; refers to the ticket visibility of the user when they are on the Self-Service portal, the setting can be e.g. &quot;This Contacts Tickets&quot; which will show that contact only their tickets.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is an agent?</span></strong></p><p>Agents are Halo&#39;s technicians, and are the name for your company members who work within the platform. You can view your agents in Configuration &gt; People &gt; Agents. Here, you will see a list of your agents and some basic information about them.</p><p><br></p><p>Agents use licenses in Halo, and each agent requires a license to log in - either a named license for a specific agent or a concurrent license that can be shared, although only one agent can use it at a time. Your license count can be seen at the top of <strong>Fig 5</strong> next to &quot;Agent accounts&quot;. Requests for additional licenses can be made through the Halo support portal in the area called &quot;License Request&quot;.</p><p><br></p><p>Each agent is assigned Roles and Teams, which can be used to restrict access to certain areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhN2E0MzIxLWQ1MmYtNDM0Ni05NmJlLWU1NWU4ZWVkNzhiOCJ9.XMCwP015YUO1uzGBuGNxwNQU99YwqhEHqBQMM4nS-L0" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 577.805px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 5. Agents list.</span></strong></p><p><br></p><p>By clicking into an agent, you can set information, permissions and preferences to their account in the same way you can with contacts.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwOWFkODQxLTlmYWUtNDZkMy04ZjI1LTk4ZjlhMTVjYmYzYiJ9.f2L2az1xcEMioimXRkpeDvLrcAFQKAq1To_aUzQ29L0" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 570.775px;" height="571"></p><p><strong><span style="font-size: 10pt;">Fig 6. Agent configuration.</span></strong></p><p><br></p><p>1) Agent&#39;s name and job title. The job title can be set on the &quot;Details&quot; tab.</p><p>2) Configuration tabs.</p><p><br></p><p>Agents are assigned tickets to work on and can complete actions on these. Agents are the accounts you and your employees will use to communicate with your clients.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is a customer?<br></span></strong></p><p>Customers are your clients, and what your contacts are associated with. The Customers area can be accessed from the highlighted box on the left side, and provides a list of your customers upon opening. Here is where you can also access your Sites and Contacts.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyZDQwMTk5LTdlZWEtNGRiYy04MTYwLWEwMWM2NzdlYWFmYyJ9.wyg769Lz7KVTQEqDYojXcgxVmDtRkIROIaQlK9w_wRU" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 576.73px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 7. Customers area.</span></strong></p><p><br></p><p>Clicking into a customer brings up an Overview screen similar to the contact overview. Here you can see tickets raised by contacts under that customer, details about the customer at the right side, and tabs that show extra information.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NDdkNDkxLTVmZDYtNDgzOS1iZjg3LWUwNjI1NGI1ZTVmZiJ9.N_NwUU_BNdy5igekr_CcoM9NThiUfkFy-BjBcb1OJjs" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 582.014px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 8. Customer overview.</span></strong></p><p><br></p><p>1) Customer name and profile picture.</p><p>2) Configuration tabs.</p><p>3) Current open tickets from that customer.</p><p>4) Recent activity associated with that customer - actions done on their tickets.</p><p>5) Customer details - <strong><em>Note: Can also be shown in a configuration tab in some instances.</em></strong></p><p><br></p><p>The &quot;Sites &amp; Contacts&quot; tab is an important one here. By toggling the dropdown shown in <strong>Fig 9</strong>, you can see sites or users that are associated with that client.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNGYyZWMxLTE2NjMtNDFlNS1iYjFhLWFjY2VlMzhhNTBjOSJ9.GM3zJ_VnZ2cbrHZniiBcrslq2CT44-TD74ZdXwI5CyU" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 574.476px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 9. Sites &amp; Contacts tab on a customer.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a site?</span></strong></p><p>A site is a location under a customer. The customer is split into sites, and contacts are split into those sites under the customer. You can view sites within the Customers area, as well as in the dropdown under a customer&#39;s profile in <strong>Fig 9</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5ZDZkMWUzLWVmMmQtNDk3ZS1iYjJhLTY5MWZmZTk0ZDgyNCJ9.VQ8M7JCbjtNXkxVkLQo0NgUT_dYPC3wL7LmVOqt-Um8" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 574.778px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 10. Sites list.<br></span></strong></p><p><br></p><p>The site overview gives a similar layout to the customer overview.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlZWZlMTFhLWYyZDgtNDA3Zi1iZWRlLWUyNDc2ODU4ZDk4MiJ9.q_30sRXSRcx0B00Bd3-m7O-ikbFoPMYbXHvwAtS0704" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 575.755px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 11. Site overview.<br></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a top level?</span></strong></p><p>Top Levels are a way of creating a group of customers. If enabled, it will show in your &quot;Customers&quot; area.</p><p><br></p><p>To use this, go to Configuration &gt; People &gt; Contacts &gt; General Settings and enable &quot;Show an additional level (&quot;Top Level&quot;) for grouping Customers&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjOTg1NGYzLTY1YjctNDJiMC04NzI5LTAwNjYzZTk3MzNiZSJ9.vAbGByyNS1C0a3b3DCM4-ha_D-zoR-Sb7s6zS0H0bPE" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 578.617px;" height="579"></p><p><strong><span style="font-size: 10pt;">Fig 12. Top Level within Customers area.</span></strong></p><p><br></p><p>Customers can be assigned to the Top Level within the &quot;Details&quot; area/right side tab of the customer configuration, and will then appear under the group.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzN2M4ZTY0LTU3NTItNDVjYS1iYzc4LWY5MGQzYmRhMTRlZiJ9.IcuvjpN-mXS9ZaxsUeow33bFB0wr_BakG0ZQHpXh6_Q" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 576.595px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 13. Clients list added to a top level called &quot;Areas&quot;.</span></strong></p><p><br></p><p>The &quot;Overview&quot; tab shows the same layout as customers, except it shows the tickets and actions across every customer within that list. This feature can be useful for tracking actions and tickets for VIP customers for example.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkOGRlYTc3LTIyMGUtNDZiMC04ZDc3LWE1OWFjNDhhMmNkMCJ9.CfwwHCj6ntNuXxnTtXTgsgoqYPkmLQaN2bw3CVzoG1k" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 578.142px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 14. Overview tab on a top level.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is an organisation?<br></span></strong></p><p>An organisation in HaloCSM is your business, and stores information such as its name, billing details, and the organisational chart of your employees. You can have multiple organisations by enabling multi-tenancy, which can be useful for multiple departments in larger businesses, but we will stick to single-tenancy in this example.</p><p><br></p><p>Configuration &gt; People &gt; Organisation &gt; Configure My Organisation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNjZmMmMwLTE1YTQtNGE4YS1hYmFhLTFhYzI3OGM4OTJkYyJ9.e6i-7iqyJtFKSf2zDZMOS4wxD92YmNyOFk0OKSNPVDI" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 576.559px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 15. Organisation details.</span></strong></p><p><br></p><p>The &quot;Departments&quot; tab shows the departments under the organisation, and agents can be added as members of these. In the &quot;Organisational Chart&quot; tab, this then shows your agents and their job titles, sorted into a chart based on which departments they are a member of.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhNmM2NTA0LTg5MDUtNDQ4YS1hZWUxLWRhZmE3MzBjOThmMyJ9.G3I-WVRmhCaJYAzgZyQHlts2z__ikQ8405DGmJFJgEE" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 578.479px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 16. Organisational chart of an organisation.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a ticket?</span></strong></p><p>Tickets are the main area your agents will work on within HaloCSM. Tickets can be created manually by agents, by contacts within the self-service portal, or by contacts from emailing the mailbox set up in your instance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MGU0MjBiLThhY2EtNDY4Yi05NzcxLTgxNzUzMTRhOGJlMSJ9.Ze1nUcY87n4zbESk5OWVl6SizXzW6ZeM12sdJGuituU" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 569.997px;" height="570"></p><p><strong><span style="font-size: 10pt;">Fig 17. Ticket screen.</span></strong></p><p><br></p><p>1) Action buttons used to work on the ticket.</p><p>2) Ticket ID and summary.</p><p>3) Stages set from the workflow the ticket is using.</p><p>4) Progress feed showing actions completed on the ticket.</p><p>5) Service Level Agreement/SLA area.</p><p>6) Ticket information area showing details about the ticket and who it is assigned to.</p><p>7) Additional system actions.</p><p>8) End-User details area showing information about the contact&#39;s account.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is an action?</span></strong></p><p>All work on tickets within HaloCSM is done through actions. The actions show on the ticket in order with most recent at the top by default, and a majority are created by the action buttons on a ticket. Let&#39;s take a closer look at the actions on the ticket example just shown, which shows the most commonly used.</p><p><br></p><p>The &quot;Reply&quot; action is the most recent in the list. By default this is configured to send emails to the email address assigned to the contact account who raised the ticket. A majority of communication on tickets will be done this way.</p><p><br></p><p>The &quot;Internal Note&quot; action is also very commonly used. This is a note that by default will be hidden from the contact unless changed, so is a useful method of agents leaving notes to either themselves or other agents on the ticket. You can see whether an action is hidden from the contact by the small crossed-out eye icon next to the action name.</p><p><br></p><p>The Opened action is done automatically when the ticket is opened, and is not done through action buttons like the other two.&nbsp;</p><p><br></p><p>You can also see which actions have changed the status of a ticket by the status box underneath the action name. The &quot;Internal Note&quot; action changed the status from &quot;New&quot; to &quot;In Progress&quot;, and the &quot;Reply&quot; action changed the status to &quot;With User&quot;, both shown by the coloured status box on that action.</p><p><br></p><p>If an action does not change the status, no status will show on the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhOWVjMzljLWM2YzUtNGEyZi1iODVkLWQzMGIwZDljNzhhMSJ9.VsNVe8vxtGDwMjQ-T2s37WzdBT1DQ-JCngT1AsxOuRM" class="fr-fic fr-fil fr-dib" width="934" height="501"></p><p><strong><span style="font-size: 10pt;">Fig 18. Actions on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a status?</span></strong></p><p>Statuses are set on a ticket to track its progress. These can be created and customised to your needs, but we will go over the out-of-the-box ones here as a general overview of their use.</p><p><br></p><p>Statuses show in the &quot;Ticket information&quot; area on a ticket. They can be changed manually on the dropdown here, or automatically through actions like we just saw.</p><p><br></p><p>The &quot;Email User&quot; action we looked at changed the status to &quot;With User&quot;. By default, this status puts the ticket on hold so the SLA timer pauses, and the ticket does not show in your agents&#39; open tickets list. If the user responds to the ticket, by default this will then change to &quot;Updated&quot; and this takes the ticket off of hold, and puts it back in your agents&#39; lists.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmNzdiMTY2LWNlNjQtNGYyZS1hNjQ0LWYxYTRkNzlhY2EzYyJ9.BSOUih_GwqLER71RscxP8NftJVNUTbLQEPeDCecCutw" class="fr-fic fr-fil fr-dib" width="249" height="670"></p><p><strong><span style="font-size: 10pt;">Fig 19. Status dropdown in Ticket information area.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a system action on a ticket?</span></strong></p><p>System actions are like actions, but ones that the system has created rather than your agents. They appear stating that the action was done via the system instead of an agent name, and show in the Progress Feed the same way regular actions do.</p><p><br></p><p>The action at the top (most recent) is done by an agent, whereas the first action to open the ticket was done by the system.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljOTJlMzY1LTE1NTMtNGZiMy1hYzE0LTM2OTlmZWFmYjdjNCJ9.juxYfwDJbL3z1dbB0DPlt1T7qIZPfuHy8lMKQ50i_go" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 295.03px;" height="295"></p><p><strong><span style="font-size: 10pt;">Fig 20. System action on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is an service level agreement/SLA?</span></strong></p><p>Service level agreements, or SLAs, are what are used to track timely response and resolution to the tickets your customers raise, and your agents work on. SLAs will appear on tickets, and based on priority, you can set different timed targets for response and resolution.</p><p><br></p><p>&quot;Response Target&quot; is the time your agents should aim to send a response to the client.</p><p>&quot;Resolution Target&quot; is the time your agents should aim to have the ticket completed and closed by.</p><p><br></p><p>Upon logging the ticket, the grey bar shown in these figures, will show the response target. This is the time your agents should aim to respond within, and the bar will count down until they do.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZWUwODNhLTBjMWYtNDAzMi1iNzMwLTJlZDIwMDc1YWQwZiJ9.NACknCIZW8B9SKp9BM5YLL56Yp3J_k5nawK8S63d1FE" class="fr-fic fr-fil fr-dib" width="235" height="159"></p><p><strong><span style="font-size: 10pt;">Fig 21. SLA on a ticket that has not been responded to.</span></strong></p><p><br></p><p>After sending a response, the response bar switches to the resolution bar as the response target is only to track the first response. Responses can go back and forth during this time, and the timer will only pause when the ticket is &quot;On Hold&quot; (seen with the blue text underneath). The Response Target line will either show a green tick or a red cross next to it, to indicate whether the target was met or not.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhOGM2ZTZmLWY1OGMtNDliMi1iMzgxLWIxMzFjNDRmZDEzMyJ9._ifNhn1uBgmakHH4w5HptjYwyYTZVI8h7o4Lh7Uv0Ws" class="fr-fic fr-fil fr-dib" width="245" height="168"></p><p><strong><span style="font-size: 10pt;">Fig 22. SLA on a ticket that has been responded to but not resolved/closed.</span></strong></p><p><br></p><p>The colour will change from green, to yellow, to orange the closer to these targets it gets to. If the target is missed, the bar will turn red and a red cross icon will appear next to the target time instead of a green tick. In this example below, the neither target was met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5M2I2OGEzLTJmNDQtNDU5My1iOTljLTRmMjMxY2ZkYzdjMiJ9.yVyfLUFQCwQq6zsB8BGt2i-ufIt6RjOhhlaWzEunAOQ" class="fr-fic fr-fil fr-dib" width="248" height="167"></p><p><strong><span style="font-size: 10pt;">Fig 23. SLA on a ticket that has met response target but not resolution.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a custom field?</span></strong></p><p>Custom fields are a way of adding your own information fields with whatever information you would like them to contain. You can have different formats such as text, single selection, multiple selection and checkboxes.</p><p><br></p><p>They can be added to a large list of areas, including customer and assets, but this example shows them in tickets as their most common use.</p><p><br></p><p>The three fields below are located in the &quot;Order Details&quot; custom tab on a ticket (the &quot;Additional Fields&quot; tab is the default area to appear if not set elsewhere). Since it is a single selection field, we can choose one option from the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzMGE0ZTRiLTJiNTEtNDc2MC1hODY4LThkNTRjYzljM2I1OSJ9.JmHBA0ljbvMyIrAAqAOoyz-2_gmiYIVA6wecMqLNFVs" class="fr-fic fr-fil fr-dib" width="983" height="371"></p><p><strong><span style="font-size: 10pt;">Fig 24. Single Selection custom field.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is a view/list/filter profile/bulk action?</span></strong></p><p>Views, filters, lists and bulk actions all refer to configuration options for ticket lists, so we will discuss these together.</p><p><br></p><p>Views refers to how the list of ticket appears sorted. A default can be set for every agent in Configuration &gt; Tickets &gt; Views &gt; Views section, or per agent in their account &gt; Preferences tab &gt; Tickets dropdown.</p><p><br></p><p>You can switch between views regardless of defaults by clicking the current view at the top (currently &quot;Incidents by Team&quot;) and the list underneath will appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmZGI4YWFjLTQyNTAtNDY2MC1hYzIwLTY5Y2QxYTYzMDgzYiJ9.Af4DCIkqVNOoPMP7EbALy58hGzK42TTjilJOQnYlr8Q" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 575.751px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 25. Views area on a ticket list.</span></strong></p><p><br></p><p>If you click &quot;My Lists&quot; in this dropdown, you can then access your lists as well. These are custom from Configuration &gt; Workspace &gt; Views &gt; Configure Lists button, where you can create lists and add filters of which tickets are included.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3M2EzNmVhLWYyN2YtNDliZS05YWE0LTExODY3ZGQxZWY2OCJ9.GYDQrJtx3bcmHt_qjX4fByGGQRhkMweR_GCT60-hTjc" class="fr-fic fr-fil fr-dib" width="744" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 26. My Lists view.</span></strong></p><p><br></p><p>Filter profiles dictate which tickets appear in these dropdowns.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMGE0MmM4LWY5NzQtNDI4Ny1iMWFkLTM3ODg1MGZmZWUwMyJ9.TmZY9gsX4FvOXySePGu9I3QWy5Cx00SACQ9c6Z_zimk" class="fr-fic fr-fil fr-dib" width="378" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 27. Filter profile dropdown.</span></strong></p><p><br></p><p>Custom ones can be created and the built-in ones can be edited in Configuration &gt; Workspace &gt; Views &gt; Configure Filter Profiles button. This &quot;Open Tickets&quot; profile has criteria to exclude tickets closed or on hold.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNDVkYzcxLWE3NzYtNGQ5YS04MjEwLTM0NDUyYzZlYmE4NyJ9.JY0HyE5WZ9oFBCrP0LUbIbWfP-Kf4fcfBsfGDGinNgI" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 469.496px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 28. Open Tickets filter profile.</span></strong></p><p><br></p><p>Bulk actions can be used to change something about a group of tickets, often like status changes to close a few a once. The checkboxes at the left side of the tickets in the list can be selected to choose the tickets, and selecting the box in line with the column titles will select every ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4M2VhMGEyLWQ4YmItNDMwNC1hMjE2LTZmNTVjNjU3MTU5ZiJ9.JdZ68aI3FMvOyE8f0dXHgiOPM0ufbKLLLC1KRt4kOP0" class="fr-fic fr-fil fr-dib" width="256" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 29. Edit button when tickets are ticked.</span></strong></p><p><br></p><p>Hovering over the &quot;Edit&quot; button then gives the options of what can be done.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1YTQxODA1LTU0MGEtNDVhNi1hODJlLTJlZWJmYjg3ZjMyZCJ9.KWDRJeemASucpq2E04Dur8erW2KwcrUWBvCriQC02YY" class="fr-fic fr-fil fr-dib" width="253" height="767"></p><p><strong><span style="font-size: 10pt;">Fig 30. Change options.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is an asset?</span></strong></p><p>Assets are tangibles your company owns (<em><strong>Note: Not the items you sell</strong></em>). Opening the &quot;Assets&quot; area shows a list format similar to tickets, and the views are configurable on the left side in a similar way.</p><p><br></p><p>The &quot;Assets&quot; area will appear if the &quot;Asset Management&quot; module is enabled in Configuration &gt; Miscellaneous &gt; Asset Management.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwYjljOTQ0LTE2NjktNGJmYS1iZTQ1LTk0NTcwZWZlY2JkNCJ9.rgq-e4zeAJFeQmxA4qIS_4OI9czxU1-j-6Mjw5Hsegc" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 573.909px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 31. Assets list.</span></strong></p><p><br></p><p>Opening an asset provides information and details about it in a similar format to the customer overviews. Assets can be linked to tickets, so tickets related to them will show here. You can also set relationships between assets, note warranties, and assign the asset to a site.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNmJmZjlhLTA2MzUtNDQzNi05MzU1LWFhNWE1MjhkYTBiZSJ9.kIusCFlSN44cFpxWfeYNZdtteHs3W7BbLyQQKWTxbdM" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 576.092px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 32. Asset overview.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What is an item/product?</span></strong></p><p>Items are the products that can be issued on tickets for instance. They are what are given to your users, unlike the assets you own.&nbsp;</p><p><br></p><p>The Items module will bring up a list of any items within your Halo system, and information associated with them sorted into columns. This module will appear if the &quot;Items and Stock Control&quot; module is enabled in Configuration &gt; Miscellaneous.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2NWE1YzA5LTc3MGQtNDlkNS1hYjgyLTgyODIzZjA3ZTNiYyJ9.XuqbQ_vglfZwQTCSKBbKpxM65hEgTGosJpOpadc54E8" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 575.922px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 33. Items list.</span></strong></p><p><br></p><p>Clicking into an item will bring up its details and associated configuration options. Here you can set names, pricing, cost.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNDE1ODYyLWE4ZDAtNDQzMC1hOWQ0LTBlOWFhM2E0MzY2ZCJ9.VMAc7nrzlvFrLmkAiuMZXXbYewgthzwHUhJPP38G5Qo" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 571.694px;" height="572"></p><p><strong><span style="font-size: 10pt;">Fig 34. Item overview.</span></strong></p><p><br></p><p>1) Item name, which comes from the &quot;Name&quot; setting at the top of the &quot;Details&quot; tab.</p><p>2) Configuration tabs.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is the reporting suite?</span></strong></p><p>The reporting suite is the area in HaloCSM where reports on data within your instance can be created and stored. If you have knowledge of SQL, you can use this to make your own advanced reports.</p><p><br></p><p>However, do not worry if you do not! There is a query builder where you can enter fields to add, as well as an AI query builder where you can describe what you want to create. There is then also the system data sources you can add.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MzQ4MmNlLTQwMDctNGUyYy04NTUxLTkwMTRjOTJjZTc3MCJ9.qWHiR0PpU3kfsrFCRLMHYaI4Wy5DQwAq1Fa0mbXu4Rg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 572.55px;" height="573"></p><p><strong><span style="font-size: 10pt;">Fig 35. Reporting suite.</span></strong></p><p><br></p><p>1) Report groups to organise reports, My Reports shows ones an agent has saved to their own section.</p><p>2) List of reports within that group.</p><p>3) New report button.</p><p>4) Data sources that can be used to make query builder reports. These can be downloaded from the Online Repository.</p><p>5) Composite reports joins multiple reports in one save, which can then be sent.</p><p>6) Online Repository holds a number of pre-made reports to choose from that can be saved to your own instance. Looking at the SQL of these can be helpful if you are unsure how to create something.</p><p><br></p><p><strong><span style="font-size: 14pt;">What is the self-service portal?</span></strong></p><p>The self-service portal is the place where contacts can complete actions within Halo tickets, or view anything made available to them.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYjI3M2U1LTQ2ZjQtNDIzMS05NGUyLWVhMDc4ZDg2ZmE3NyJ9.MiqupBVu62zwebSRrRHTgRf9xnDq0RK18iLko8-UeBQ" class="fr-fil fr-dib" width="1580" style="width: 1582px; height: 789.757px;" height="790"></p><p><strong><span style="font-size: 10pt;">Fig 36. Self-service portal.</span></strong></p><p><br></p><p>1) Organisation logo.</p><p>2) Navigation bar showing buttons to quickly access an area.</p><p>3) Contact profile.</p><p>4) Search bar that searches everything the logged-in contact has access to.</p><p>5) Tiles to navigate to areas of the portal.</p><p>6) Widget showing the Contact&#39;s top 5 most recently updated tickets.&nbsp;</p><p><br></p><p>For instance, clicking on the &quot;Log a ticket&quot; tile takes the user to a page to log a ticket with whatever fields have been set on the ticket type form.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0NzVhODAzLTQ3NjgtNGQ2YS1iODJiLTRjYmM1NjRiZjE3YiJ9.ZncCyETOhxsdLuZ-Ov3zzxIUkeP1XH-EDHnonRPa2ok" class="fr-fic fr-fil fr-dib" width="1598" style="width: 1600px; height: 703.269px;" height="703"></p><p><strong><span style="font-size: 10pt;">Fig 37. Ticket logging screen for contacts.</span></strong></p><p><br></p><p>The tiles can be used to log tickets, view existing tickets, view the knowledge base, view their assets, link to an external URL... it&#39;s really customisable.</p>

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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><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>- Service Catalogue</strong></p><p><strong>- Service Access</strong></p><p><strong>- Service Details</strong></p><p><strong>- Field List</strong></p><p><strong>- Monitored Services (Service Status Monitoring)</strong></p><p><strong>- Maintaining your Service Catalogue</strong></p><p><strong>- Favourite Services</strong></p><p data-pasted="true"><strong>- Send Bulk communications to all subscribers of a service</strong></p><p><strong>- Checking User Access</strong></p><p><strong>- Allow Non-Administrator Agents to Create and Configure Services</strong></p><p><strong>- Searching the Service Catalogue</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1863/" rel="noopener noreferrer" target="_blank"><strong>Services</strong></a></li></ul><p data-pasted="true"><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2705" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Optional Services<br></strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2488" target="_blank" rel="noopener noreferrer"><strong>Restricting User Access to Services</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2496" target="_blank" rel="noopener noreferrer"><strong>Agent Access to Services</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2281" target="_blank" rel="noopener noreferrer">Service Status Monitoring</a></li><li style="font-weight: bold;"><a href="http://usehalo.com/haloitsm/guides/2365" target="_blank" rel="noopener noreferrer">The Service Catalogue &ndash; Advanced Configuration<br></a></li></ul><p><strong><span style="font-size: 14pt;">Service Catalogue&nbsp;<br></span></strong></p><p>The Service Catalogue is a means of providing your end-users with a pre-defined list of more commonly raised services. Services can be grouped by category to keep things tidy and can have access restrictions set as to ensure right users have access to the relevant options.</p><p><br></p><p>Users can access the service catalogue by clicking on the &quot;Request something&quot; menu option and a list of services that are available to them will be shown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOTdjNWU4LWQ1MzgtNDBlOC1iNWUzLTI1ZjMxOTYzZTZmMiJ9.66BVcYyBb3r-mZ4tXGwWgqR8ZWJ3lcUMtWNbkYWFs6g" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 582.846px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 1. Service Catalogue on the Self-Service Portal</span></strong></p><p><br></p><p id="isPasted">This screen can be customised to show like below instead of requiring a category to be chosen first. In Configuration &gt; Services, disable &quot;Service Category must be selected before selecting a Service on the end user portal&quot;, then enable &quot;Show the &quot;All Services&quot; option on the Services list on the portal&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2NmNhNTNjLTJmMDItNDVkNC05YzJkLWVkNTk5NThjOGJjZSJ9.oLsLFL67ogR578ZWIjWyVU-VZshUfSj0srnuvQ-OnNc" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 594.044px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 2. Alternate view</span></strong></p><p><br></p><p>You can then additionally enable &quot;Disable automatic loading of all Services upon accessing the Service Catalogue on the end user portal&quot; to not show every category immediately upon opening. If a User chooses a category and then switches back to &quot;All&quot;, it will show all then.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YjM5MmYxLWFmMTktNDA3NS1iY2ZmLTUxMDRiMmM3YTVhNCJ9.whm4NXEye4G9UiI04OabijndOo_ije20efxx2lHMmkI" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 594.574px;" height="595"></p><p><strong><span style="font-size: 10pt;">Fig 3. Hidden all services option</span></strong></p><p><br></p><p>The Service Catalogue works off of a collection of ticket types/templates, as requesting a service is simply a case of raising a ticket of a given type/template.</p><p><br></p><p>You can customise your Service Catalogue by heading to the Service Catalogue module within the agent application:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlMmFiNDMxLWM4YjItNGIyNC05YTFmLWNlZWQ5OTJhNGY5YyJ9.iI2szpLhr4X0MOwlDu7xgUguTr4QhBoSlyBHy3msyxE" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 558.816px;" height="559"></p><p><strong><span style="font-size: 10pt;">Fig 4. Service Catalogue within the agent application</span></strong></p><p><br></p><p>The first thing we will do is create a new service category, which can be achieved via hovering over the list on the left hand side and right clicking. The options to &quot;View/Edit this Service Category&quot; and &quot;Create a new Service Category&quot; will then show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZWFmZWM1LWMwNGUtNGI3Yy1hNjg1LWFmNGMyOTU2NThiOSJ9.SooGe_sZ5DRK48aauJX7QKlDs-uTTs3bnPkoxJfuJc0" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 574.613px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating a new Service Category, this is achieved by right clicking on the list of categories (view is set to &quot;Service Catalogue By Category&quot;)</span></strong></p><p><br></p><p>We are then presented with a window where we can input a Service Category name, summary, description and set User access restrictions. The &quot;Summary&quot; is the summary text that will appear under the category name in the portal before the category is selected. The &quot;Description&quot; will appear under the category name after this category is selected.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYjY2ODU5LWU1OWEtNGI3Yi1iM2Q5LTRlMGUyMzViMWVjYyJ9.Y_uUaVVra44xrQdZ_-8NQXv81i3Bf9mNTVHogiglrDg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 576.434px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a new service category</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Service Access</span></strong></p><p>User access restrictions for the category can be set under the &quot;User Access&quot; tab when creating/editing the category. User access can also be restricted per service under the &quot;User Access&quot; tab within the service setup.&nbsp;</p><p><br></p><p>The &quot;User Access&quot; defines the entity that can access Services within this Category (site, client, organisation etc..). You may well find that you are looking to provide client-specific services - if so, you would want to create a client-specific service category and restrict access here to the client in question.</p><p><br></p><p>The &quot;Service Access Level&quot;, similar to the &quot;Web Access Level&quot;, is an option found on the &quot;Permissions&quot; tab for a user and defines the level of access they have to the Service Catalogue. A user has access to services up to and including the Service Access Level they are given. If inherited from a role and then overridden for the user whichever permission is higher (role or manual override) will take precedence. Options are 1-3, where 2 is the default set for new users and 3 is the highest level of access a user can have.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNzNmMDhjLWIzZmEtNDEwMC1hYTJhLTJlMzMxZmU0Y2M2NCJ9.77dh5ktNAh_fJnN9F593yTAsIGcXe04PnKaWpQVV0w8" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 576.345px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 7. Service Access Level for a user</span></strong></p><p><br></p><p>Now we have created our Service Category and set the relevant access restrictions, lets go ahead and create a service to request.</p><p><br></p><p>Upon creating a new Service (via the usual method of clicking &quot;New&quot; in the top right) you&#39;re first prompted to specify the Service details, including name, category and summary.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmMmU2Y2IyLTc1ZmQtNGJmNi1hNzAzLTg2ZDY0YzEyNTdkZiJ9.DYNF-O1Whu2Fk-TfMiLZTboel_bJpppn_2T-WDViXnQ" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 574.994px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 8. Service Details tab</span></strong></p><p><br></p><p>The next tab along - Configuration - is where we specify the core information around requesting this service. The first section of this tab is your basic settings:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlYmI4ZDA4LTg3YzctNGRhYi1iMTViLWU5ZWIzOTg3NjM4MyJ9.SbiUgdKKkwywBQ5UUMIFPCjDaaPFsAAb8ETGdLI9WOc" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 574.46px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 9. Basic Service Request configuration options</span></strong></p><p><br></p><p>For our example, we are concerned with the second option, &quot;Show in Service Catalogue for End-Users&quot;, as this determines whether or not this service will be visible in the Service Catalogue.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Service Details</span></strong></p><p data-pasted="true">Next you can configure the form(s) users will need fill in, in order to request this service. This is configured under the &quot;Configuration&quot; tab using the &quot;Service Request Details&quot; table. Multiple entries can be added to the table here if different forms need to be completed depending on the type of request the user is making for the service. Each &#39;entry&#39; will be added to the service in the portal as a button, users will need to select the button pertaining to the request they are making when logging a request for this service.&nbsp;</p><p><br></p><p>When adding new service request details (a new form) you will see the popup shown in figure 10.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYTY5NzA4LTFlNmYtNDBiZi04OTRlLTZiYjY5ZjliNzFhMyJ9.4_u7E9CjoWFrruqpXRelAyUyBRn9rn7SjYd7avPVy0Q" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 575.001px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 10. Service Request Details options</span></strong></p><p><br></p><p data-pasted="true">Note: A button is available in the top pane which can be used to add entries to the service request details table. The button will be called &quot;Add Service Request Details&quot;.&nbsp;</p><p data-pasted="true"><br></p><p>You&#39;ll see in Fig 10 that we have an option to set a ticket type or ticket template to be raised upon requesting this service. The field list of the ticket type ,or ticket type assigned to the template, chosen here will determine the fields users will need to fill in when requesting this service. You may wish to create a new ticket type/template for logging this service, if so a new ticket type can be created from here using the &quot;New&quot; button.&nbsp;</p><p><br></p><p>You can allow all ticket types and templates to be logged within the Service Catalogue. To enable this select the &quot;Allow all ITIL Ticket Types to be logged from the Service Catalogue&quot; checkbox in Configuration &gt; Services. Once enabled all tickets types and templates will be available in your Service&#39;s Service Request Details regardless of ITIL type. &nbsp;</p><p><br></p><p>There are also options to have the button go to a URL, so when clicked you will betaken to the specified URL, useful if certain requests should be directed elsewhere. Or to have the button log an &#39;Item Selection&#39; service, these services simply allow users to choose an item rather than fill in a form, used for optional services in which this service would be an option &#39;item selection&#39; service that can be added to another service.&nbsp;</p><p><br></p><p>Scrolling down here, you can also add &quot;Optional Services&quot;. These are additional service tickets that can be logged as child tickets at the same time upon selection, which can be helpful to fulfil related requests together.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmNTAyMzlmLTE5YTctNDI3ZS05OTliLTQ2NDE4YzUxNjY4NiJ9.ut_3Fpd2Dug6MSD7XHTJGpM9eCloInGa2z-oJrYY8cM" class="fr-fic fr-fil fr-dib" style="width: 1219px; height: 575.557px;" width="1217" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding optional service items</span></strong></p><p><br></p><p>You can set these as mandatory, or set rules upon their selection.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NjlhZGE0LWY3ZjUtNGRkYS04MTI1LTFkMTAyN2FjN2FmZSJ9.G5PlrewXDADFsvz-WYAN7jIoVCwJ7U2m8J1N7h4Nznw" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 579.798px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 12. Optional Service Items table</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Ticket Type/Template</span></strong></p><p>If you are creating/editing a ticket type or template from within the service request details screen you will have the same options as when creating/editing a ticket type or template from the Configuration module.&nbsp;</p><p><br></p><p>Additional tabs show when creating/editing ticket types from here that show the workflow and approval processes assigned to the ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5ZmMwZWUzLTdjM2MtNDBkNi1iMmE0LTU0NjdkOThkMGRhZiJ9.7HMoJFdd6dT2Slpn8nYyT3RzAekxzO2MM1M5vHYA9kI" width="1485" style="width: 1487px; height: 686.062px;" height="686" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Workflow and Approval Process tab within Ticket Type</span></strong></p><p><br></p><p>These allow the agent configurating the service to see the flow of the workflow and approval process chosen for the ticket type. Making configuration easier as they do not need to navigate to other areas of Halo to check these flows are suitable.</p><p><br></p><p>Keep in mind agents can select the workflow/approval process to use here and view it, they will not be able to edit the flows from here.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p>As I want to provide a form specific to requesting a laptop, the &quot;Laptop Request&quot; ticket type shown and its associated fields will be used to gather all the relevant information from the user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxYWMwNDIxLWYwYzUtNDJmMi1iYzMyLTkzZDE2ZTUyOGQ1NCJ9.RMYI7SKsh3SQQ9hvJ4xjTmZksW1pZbpZEqMPgKtUXls" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 578.335px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 14. Laptop Request field list</span></strong></p><p><br></p><p>After creating this new ticket type, I have specified that this is the ticket type to raise when the &quot;Laptop Request&quot; service is requested. As I want the end-user to input details relevant to this request, I have also enabled the &quot;Show new ticket screen when requesting this service&quot; option.</p><p><br></p><p>You&#39;ll also find a &quot;User Access&quot; tab on a service, where you can override the access permissions set for the Service Category.</p><p><br></p><p>This laptop request will then show in the &quot;Hardware&quot; section of the service catalogue in the end-user portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4ZGJjM2VlLTQ3YjctNDIzOS1iOTEwLTIxNTgyODA0MmQyNyJ9.wQfmcOdua1wSxSkc5LGNKN74KKQeEpjjRauh1iFOJJs" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 580.789px;" height="581"></p><p><span style="font-size: 10pt;"><strong>Fig 15. Hardware category in the end-user portal</strong></span></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNDRkMDIzLWRkZmQtNDA0YS1iMDk2LTQxY2JiZTNlYTUzZSJ9.-t6YLsVO3znG6e_MAOguICF5kA2zDhOQ12SXtAvS-R4" class="fr-fic fr-fil fr-dib" style="width: 1226px; height: 575.429px;" width="1224" height="575"></strong><br></p><p><strong><span style="font-size: 10pt;">Fig 16.</span></strong><span style="font-size: 10pt;">&nbsp;<strong>Laptop</strong><strong>&nbsp;Request form</strong></span></p><p><br></p><p>The optional services will then show in the next screen, where they can be selected and filled in via the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4ZDVhYWZhLTM0OTktNGRmMi1iOWUxLTczNWQwZGJkNWJmOSJ9.VYd8RoLTZdiDn0tQJASq8GDJLSv2oGVCArndKNqBW9o" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 577.221px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 17. Optional service ticket<br></span></strong></p><p><br></p><p id="isPasted">You can view optional services as unborn child tickets if the &quot;Plan&quot; tab is enabled on the ticket type (Forms tab &gt; &quot;Show Unborn Child Tickets on the Ticket Details Screen&quot;/&quot;Allow customisation of Unborn Child Tickets&quot;).</p><p><br></p><p>If any rules are put on the creation of a child ticket for an optional service, the number will show within this tab, as well as if the child tickets have been created yet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwNDQ5NDIxLTFlODgtNGM4NS04NjhlLTM2ODQ0YTYzMTZmMCJ9.nR74i6192bpc800_d5GlxWCIg8PggwOkzJBKNpSGDQA" width="981" height="526" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Plan tab for optional services</span></strong></p><p><br></p><p>Here, once the status of the approval process changes to &quot;Approved&quot;, the child ticket is created and shown within this tab in addition to the &quot;Child Tickets&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhODk0OTZjLTFmMTEtNDMxNi05YTA3LTU1Y2EyOThjZDEzOSJ9.h4kUtX-cjAnKoACjQPTtNLh0SSiCjUm0yzyPf2ucoRE" width="948" height="598" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. Optional service ticket created</span></strong></p><p><br></p><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><span style="font-size: 14pt;">Monitored Services</span></strong></p><p><span style="font-size: 11pt;">We have a dedicated guide on monitored services <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2281/" target="_blank" rel="noopener noreferrer" id="isPasted">here</a>. But see below for a brief overview.</span></p><p><br></p><p>Services can also be configured as &quot;monitored&quot; services, which will allow for their status to be tracked. This can be a useful way to allow end-users to check in on any planned maintenance or faults regarding a given service you manage. Service Status Monitoring is a full monitoring service within Halo, and allows tracking of full history from your chosen monitoring software.</p><p><br></p><p>This works by receiving e-mails from your third party systems, processing those emails to update the Halo service status database, whatever the status of the notification, and track the history of the status of this service.</p><p><br></p><p>New requests can be raised when a service fails, where you can track the actions taken to restore the service to operational status. Halo can even generate a ticket if a Service Status email is not received.</p><p><br></p><p>The Breakdown of How Halo Processes Service Updates:</p><p><br></p><ol><li><strong>Generic Email Rule</strong> - An email rule with type &#39;Service Status&#39; is matched, so the email can attempt to be matched to a monitored service.</li><li><strong>Match on a Service</strong>: Within the Monitoring Configuration tab of the service, you can set the email rule for this service, i.e. match on the Azure service when the body contains the string &quot;Azure&quot;. Now at this point Halo has matched to a service.</li><li><strong>Filtering on Statuses</strong>: From here the email should contain the a sting to indicate the status is &quot;OK&quot; or &quot;Fault&quot; &nbsp;when matched on the status of the service in Halo is updated.</li></ol><p><strong>The definition of a service is quite broad. Examples of Monitored Services:</strong></p><p><br></p><ul><li>A nightly batch job, such as a backup, virus scans, or disc space check.</li><li>A frequently recurring check, such as a check of the status of a network link, or a check that a URL is operational.</li><li>A manual task such as changing of the backup tapes in a server or periodically reviewing the list of valid users.</li><li>Monitoring for warning messages from a third party utility or monitoring system and tracking that actions are taken to respond to the warning.</li><li>Any task or job that you wish to report the success or failure of, and which may form part of your SLA.</li></ul><p><strong><em>Note: You must be on NHServer v13.21 + or the incoming/outgoing services to use service status monitoring via emails. All hosted customers will be using incoming/outgoing services from v2.184 of Halo.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Maintaining your Service Catalogue</span></strong></p><p>Editing and creating services for your end users is simple.&nbsp;</p><p><br></p><ol><li>Click on an existing service or press new in the top right.</li><li>If editing an existing service, click edit in the top left</li><li>Name and assign the category to the service</li><li>Assign a cost and delivery time if necessary, add a description and summarise the service&nbsp;</li><li>Head to the configuration page</li><li>Adjust the settings as necessary<ul style="list-style-type: disc;"><li>Of importance is how the ticket is logged to reference the service request</li></ul></li><li>You can pick a ticket type to log the service request as or, (if ticket type defaults don&#39;t provide enough flexibility) then you can pick a ticket template to use (which includes a ticket type setting)*</li><li>Fill in the remaining tabs including User Access and add any subscribers from here Conditions for Subscribers can be both individual or grouped. If grouped, every condition in the group must be met.</li><li>Add any related services and assets &nbsp;</li><li>Click Save</li></ol><p><strong><em>Note: Only templates with an ITIL type of &quot;Service Request&quot; will be selectable in the Service Request Details section, and only ITIL types of &quot;Incident&quot; will be selectable in the Incident Details section.</em></strong></p><p><br></p><p>When logging a Service Request with a Ticket Type that includes the cost field, it will default the value of the Cost field to the service cost. Quantity can also be added to the Ticket Type fields to request more than one of the same service at once.</p><p><br></p><p id="isPasted">A bell icon can be shown to set whether a user is subscribed to a service. To enable this, go to Configuration &gt; Service Catalogue, and enable &quot;Show an icon to indicate whether a User is subscribed or not in the end user portal&quot;.</p><p><br></p><ul><li>No bell will show if a service cannot be subscribed to.</li><li>A grey crossed-out bell will show if the user is not subscribed.</li><li>A golden belle will show if the user is subscribed.</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3MWFlZjY5LWQyYzAtNDI0Yy04NWYxLTI3YzQ2ZmRjODg3ZiJ9.COFQpgvImMshnoB6WMJfTdAObnGouqJGAJdzUcyKFOI" class="fr-fic fr-fil fr-dib" width="1083" style="width: 1085px; height: 515.689px;" height="516"></p><p><strong><span style="font-size: 10pt;">Fig 20. Subscribed services icons</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Favourite Services</span></strong></p><p id="isPasted">Users can have their most logged services within another panel within the Service Catalogue. By default, this will show the top 10 most logged services for that user.</p><p><br style="box-sizing: inherit;"></p><p>To enable this, go to Configuration &gt; Services.</p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyYzk4Y2U2LWNiNzktNGQ2Yy05MzkzLTc5MjRhM2EwZDEyYiJ9.GP97TQHCS6-sA8mrU1lUxTa61lOjtbgn7PRleyKQUmg" class="fr-fic fr-fil fr-dib" width="523" height="78"></p><p><strong><span style="font-size: 10pt;">Fig 21. Enable Favourite service catalogue</span></strong></p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMjcxOGRiLWIzOGEtNDEzYy1hZTI4LTdhYjlkMDE1NDI1NSJ9.T3ESv4XHETd2BaHGyHFloUXIq_j_1gD9sJ0-jtHBXZU" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 518.74px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 22. Favourite Services section</span></strong></p><p><br style="box-sizing: inherit;"></p><p>A dropdown is available to set whether each service can appear within this area.&nbsp;</p><p><br style="box-sizing: inherit;"></p><ul><li><strong>Always show in Favourite Service Catalogue</strong> - Will always show if 10 services or less have this selected. If more than 10 services are set to always show, a limit of 10 will be shown by order of how often these are logged by that user.</li><li><strong>When applicable</strong> - Will show if in the most logged services.</li><li><strong>Do not show in Favourite Service Catalogue</strong> - Will never show regardless of how many times they have been logged.</li></ul><p>This can be useful to encourage or discourage easy logging of certain services.</p><p><br style="box-sizing: inherit;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMDA1OWU4LWIxNDgtNDdkNi1iYTc4LTg1MDU0MDA1ZjdlOCJ9.cE6FHUNuVKDnFdkE1BM0HZ4ZsCdmyOTJfoOlWSNaJX0" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 300.545px;" height="301"></p><p><strong><span style="font-size: 10pt;">Fig 23. Hiding/adding a service</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Send Bulk communications to all subscribers of a service</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true">Distribution lists (also known as segments) in Halo are used to send communications out to a list of users. This can be utilised when you need to send out a communication regarding changes to or issues with a service.&nbsp;</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;">Users can be automatically added to a distribution list when they subscribe to a selected service, allowing the list of users the communication is sent to to change dynamically.&nbsp;</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;">To do this create a new dynamic distribution list in which the criteria for being added to the list includes &#39;Subscribed Users (Service Catalogue)&#39;.&nbsp;</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.eyJpZCI6Ijg3OGU5NmFkLTMyMDAtNDUzMi04YWJkLTY2YTMzM2Y3ZDBhNCJ9.lXXpft0K0Scx_VIaPFj_jNpg48eto57tGROm8cwvL4w" width="1523" height="684" style="box-sizing: inherit; border-style: none; text-align: left; width: 1525px; height: 684.167px;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 24. New dynamic distribution list</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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NjM5MmY3LTRlMjktNDQ0Zi04YmNhLWU4YjY1ZDFiODU0NSJ9.fvkxI7oZq9oEDYVom0wJ-ShGil5j4eOQ8op7P74AEw4" width="588" height="339" style="box-sizing: inherit; border-style: none; text-align: left; width: 590px; height: 339.112px;" class="fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 25. Criteria for list membership based on being subscribed to a service</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;">In the Figure 25 example, all users who are subscribed to the service &#39;Hardware Collection&#39; will be added to the distribution list&nbsp;</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;">Monitored services can have communications sent out to the subscribers of the service without needing to create a distribution list. For information on this checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2281/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer;">Service Status Monitoring</a>.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; 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;"></p><p><strong><span style="font-size: 14pt;">Checking User Access</span></strong></p><p id="isPasted">You can check which users can see what by clicking &quot;View as User&quot; and selecting the relevant user. This enables you to see which services are available to groups of users. Customising the catalogue by client, site or user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjOTQyOWFiLTJjMWEtNDEzNi1iZDliLTMxOWJmYzFkMjQ0ZiJ9.JvvnAKm2kRLYQuYRmAekqsFjo7xfwBi4M1wNtA39DxM" class="fr-fic fr-fil fr-dib" width="1229" style="width: 1231px; height: 581.787px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 26. View as User button</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Allow Non-Administrator Agents to Create and Configure Services&nbsp;</span></strong></p><p>In order for an agent to be able to configure services in the Catalogue they will need the following permissions:</p><ul><li>Service Catalogue Access Level (unless using access control to grant access to services)&nbsp;</li><li>Sales Access Level</li><li>Allow creation of new Ticket Types and linked objects</li><li>Can Create Service Catalogue</li></ul><p><br></p><p>Once these permissions are granted the agent will be able to create and configure new services along with new ticket types/templates that are logged as part of the service.&nbsp;</p><p><br></p><p>A simplified view can be enabled for non administrator agents for when they are creating/editing ticket types and templates for a service. This simplified view will only show key ticket type/template settings, making it easier for these agents to configure ticket types/templates as they do not have the administrator knowledge of these settings.</p><p><br></p><p>To enable this view, head to Configuration &gt; tickets &gt; General settings &gt; enable &quot;Non-admins use a minimal Ticket Type configuration screen when in a modal window&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YzZlN2ViLWQxYWQtNGRkZi1iZmVkLWFmYzM3ZmUzNzU3MiJ9.Of3SwP6f8Ow2UNXENowPphoC73Orpj0nZMd2yQUYwwU" width="606" height="194" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 27. Setting to have non-admins agents use a simplified view of Ticket Type settings&nbsp;</span></strong></p><p><br></p><p>Now, when a non-administrator agent is configuring a ticket type for new service request details they will see fewer settings to configure the ticket type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNzUxMGY5LWIwYWQtNDA0ZS1hMmYzLTNlZWE3OTQzOTJiNiJ9.4NRn2elN-bcQiUUDssnnsC5tj-zHLY7dCw8A0nJjcj0" width="898" style="width: 900px; height: 762.012px;" height="762" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 28. Simplified Ticket Type configuration view</span></strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Searching the Service Catalogue</span></strong></p><p><span style="font-size: 11pt;">As previously mentioned in this guide, Users can navigate the Service Catalogue by scrolling through &quot;all&quot; services or they can click through the Service Categories to find their desired service. However, it is often the case that a User will be navigating through hundreds, or even thousands, of services - this is where being able to search for services using the search bar becomes the most efficient way to locate a service.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwNDQzNDQxLWFlZWMtNGFjYi1hOTBmLWI1OWI2YTM1YjEyYyJ9.8vh7RO10HTsxqFFstT9akvtp3tqR_iNx-9nHIsXUVW0" width="886" style="width: 888px; height: 604.638px;" height="605" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 29. The search bar for searching the Service Catalogue</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can determine how the service catalogue search behaves using the setting located in Configuration &gt; Services which is labelled &quot;Services Search Type&quot;.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlMzAzNjQyLWM5ZTYtNGU0OC05ODBjLTY3ZjIzYmU1NjU1MyJ9.VrJ5Nkk4kHNmVWHfTSubMINyFaCnbbmBJQytSEJnwfw" width="487" height="237" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 30. The setting to dictate search behaviour for the Service Catalogue (4th option is available from version 2.238+)</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This single selection drop-down provides four options from which to choose:</span></p><ul><li style="font-size: 11pt;"><strong>Search for the entire search string:&nbsp;</strong>This is an <strong>exact phrase match</strong>, meaning that what is typed into the search bar will be treated as one string and the entire string will be searched for - only services that contain the entire<strong>&nbsp;</strong>string in one of their searchable fields will be returned.&nbsp;</li><li style="font-size: 11pt;"><strong>Search for each word of the search string:</strong> This search type will utilise <strong>OR</strong> <strong>logic&nbsp;</strong>in its search. This means that, if I typed &quot;printer broken&quot; into the search, all services that contained either the word &quot;printer&quot; or the word &quot;broken&quot; in their searchable fields would be returned.&nbsp;</li><li style="font-size: 11pt;"><strong>Search for every word of the search string:&nbsp;</strong>This search type will utilise <strong>AND logic</strong> in its search. This means that, if I searched &quot;printer broken&quot; into the search, only services that contained both the word &quot;printer&quot; and the word &quot;broken&quot; in the same searchable field would be returned. For example, if a service had both &quot;printer&quot; and &quot;broken&quot; in the display name it would be returned, but if a service had &quot;printer&quot; in the display name and &quot;broken&quot; in the service summary then it would not be returned.&nbsp;</li><li style="font-size: 11pt;"><strong>Search for all words of the search string (v2.238+):&nbsp;</strong>This search type is available from version 2.238 and will also utilise <strong>AND logic</strong> in its search. However, in contrast to the &quot;every&quot; search type which requires every word to be in the same field, this type requires that all words being searched show up at least once but across all searchable fields. For example, if I searched for &quot;new laptop&quot;, the word &quot;new&quot; could be in the display name field and the word &quot;laptop&quot; could be in the service description and the service would still be returned in the search.&nbsp;</li></ul><p><span style="font-size: 11pt;">The searchable fields for Services / the Service Catalogue are the following:</span></p><ul><li data-pasted="true" style="font-size: 11pt;">Display Name</li><li data-pasted="true" style="font-size: 11pt;">Name</li><li data-pasted="true" style="font-size: 11pt;">Tags</li><li data-pasted="true" style="font-size: 11pt;">Summary</li><li data-pasted="true" style="font-size: 11pt;">Ticket Type</li><li data-pasted="true" style="font-size: 11pt;">Service Description</li><li data-pasted="true" style="font-size: 11pt;">Service Category</li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: A ranking is applied to the returned services and the fields that are matched in the search in order to weigh them and sort them by their weightings. If the search matches to the service name or the portal display name then 20 points will be allocated, 10 will be allocated if a tag is matched, 5 if summary is matched, and 1 point if the service description is matched. These points are summed and the total is used as the weighting for that service to determine where it is placed in the list of search results. From version 2.238, if multiple words are matched in the search, then the ranking will increase for that service and it will be placed higher in the list of returned search results.&nbsp;</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For more information on search elsewhere in Halo, please do refer to this guide: <a href="https://usehalo.com/haloitsm/guides/1699" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Searching Entities</a>.</span></p>

<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><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 id="isPasted"><strong>- How grouping for invoice lines is determined</strong></p><p><strong>- Invoice Each Ticket Separately</strong></p><p><strong>- Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices</strong></p><p><strong>- Merge Sales Orders into One Invoice Per Client</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1349/" id="isPasted" target="_blank" rel="noopener noreferrer">General Settings</a></strong></li></ul><p><br></p><p>There are several ways that you can group invoice lines based on different types of charges, i.e: Recurring Invoice Lines, Labour Lines, Invoiced Sales Order lines etc..</p><p><br></p><p>Based on how you want your invoices to be grouped, you will need to consider a few configuration options in Configuration &gt; Billing &gt; Invoice Creation. The main single select fields to pick from will determine how grouping is set for Labour lines on invoices and Project lines on invoices.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjYTExN2U3LTczNzEtNGViNC1hZTUzLTM0YmExMDg3MzliNCJ9.eAAL1T5UIjt54EFnzR2z4JHrfE3TiJNc0lkbNT0RnLY" class="fr-fic fr-fil fr-dib" width="1191" height="173"></p><p><strong><span style="font-size: 10pt;">Fig 1. Grouping for Labour Lines on Invoices</span></strong></p><p><br></p><p>The setting in <strong>Fig 1.</strong> determines how invoice lines for billable time are presented. For example, &#39;No Grouping&#39; will result in each individual action being it&#39;s own line on an invoice while &#39;Group by Ticket and Rate&#39; will result in one invoice line for each ticket/rate used. No grouping works well if you want to specify things like Time Taken and Action Date on the line description.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjODI4ZmNiLWRlOWMtNGViMS1hOTdjLTE1OGEzMGZjZTI5MCJ9.J4L1-5xwkk5KSEEsnJt405SyOPs153HMzuRVBmuhLwg" class="fr-fic fr-fil fr-dib" width="452" height="181"></p><p><strong><span style="font-size: 10pt;">Fig 2. Project Lines on Invoices</span></strong></p><p><br></p><p>The other grouping single select is for Projects, when invoicing for projects. The time added across all Project Tasks will be billed against the Parent Project Ticket, the grouping acts similarly to the Labour lines.</p><p><br></p><p><strong><span style="font-size: 14pt;">Invoice Each Ticket Separately<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ODk0NzA0LThkZjYtNDVkZi05ZWUzLTljMDJlYmFmMWQ5YSJ9.gFnoKSm6HiG8mbOnNDgSZVGB4g3zIVBsYEK3ZtjOC-E" class="fr-fic fr-fil fr-dib" width="428" height="72"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 3. &#39;Invoice Each Ticket Separately&#39; - configuration option</span></strong></p><p><br></p><p>This setting also exists on the billing tab of tickets, in case you want to separately invoice one specific ticket.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5NmUyZGI5LTUyYmMtNGQwMi1hZWY3LTRjZDk0MTQ2MmE5YiJ9.reODzq2sYsyU5oCZ0ZcjRj5cDfcrPyBBqonO2qPgobo" class="fr-fic fr-fil fr-dib" width="251" height="58"></p><p><strong><span style="font-size: 10pt;">Fig 4. &#39;Invoice this Ticket Separately&#39; setting against the ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This setting can also be enabled against each customer, found under the &#39;billing&#39; tab of the customer profile.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlNTU0NTE4LTFkNGYtNDQ5YS05MTBiLTIyNGMwYWNiNDZjMiJ9.-3bnbdmevfb50jZALKUL4rWJPFH1dZsd4zDZZFKcU7c" class="fr-fic fr-fil fr-dib" width="576" style="width: 578px; height: 267.997px;" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 5. &#39;Invoice Tickets separately for this Customer&#39;</span></strong></p><p><br></p><p>When enabled against the customer only tickets for this customer will be billed separately. All other customers can have billable time against tickets invoiced on a single invoice (rather than one invoice per ticket).&nbsp;</p><p><br></p><p><br></p><p>When this option is enabled, distinct invoices will be created for each ticket that contains billable time rather than having the billable time for various tickets on a single invoice. With this option enabled, billable time will not be added to recurring invoices/invoices from sales orders. Items issued will still be merged onto the generated invoice, given the labour and items issued are for the same ticket.</p><p><br></p><p><strong><span style="font-size: 14pt;">Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0OWE3YWEyLTYwNzctNDljNS05NmJlLTJkNGUzMGMzZGEyNyJ9.iAHySdilOqJMTr93D0KDXhkbEnT1QdxAgRCJS22KySE" class="fr-fic fr-fil fr-dib" width="1028" height="73"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 6. Adding Labour/Products to Recurring Invoices</span></strong></p><p><br></p><p>Enabling this option will add billable labour, Items Issued and Recurring Invoice lines to the same invoice when generated. In order to achieve this, you must ensure you select all appropriate records you would like to add to the invoice (from the Ready for Invoicing screen). For this to work, you must ensure you have the option described in Fig 1 disabled.</p><p><br></p><p><strong><span style="font-size: 14pt;">Merge Invoices into Once Invoice Per Client</span></strong></p><p>Invoices created for a Client can be merged into a single invoice, so the client only needs to be sent a single recurring invoice contains lines from each of their recurring invoices, labour charges etc.&nbsp;</p><p><br></p><p>This ability is enabled globally under Configuration &gt; Billing &gt; Invoice Creation, using the setting shown in figure 7.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkMzhkMTBhLWIxYTEtNDQ0NC1iOTNjLWI2NmMzOTJjZTU3NSJ9.1eVbbjq7Lzbujz5VxN9PYsMg1pnGJljQ8jIKLoeMzuw" class="fr-fic fr-fil fr-dib" width="969" height="323"><strong><span style="font-size: 10pt;">Fig 7. Merge recurring invoices into one invoice per client</span></strong></p><p><br></p><p>When enabled, if a recurring invoice for a client is against a specific site, only recurring invoices that share the same site will be merged, otherwise they will be created on their own invoice.&nbsp;</p><p><br></p><p>If the recurring invoices created each contain identical product groups, these groups will be merged when the invoice is created. The invoice will show the group once with each of the line items assigned to this group. When items groups are merged onto the same invoice, if the same item is in both groups a line will show per item, per recurring invoice, the quantity of the items will not merge.&nbsp;</p><p><br></p><p><strong><em>Note: This setting can be overridden on a per ticket and per recurring invoice basis. If a ticket or recurring invoice is set to be invoiced separately, they will not be merged with other invoices for the same customer.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Merge Sales Orders into One Invoice Per Client<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1MzE2NDdiLWU2YmItNDc3Yy05NTUwLWE4YTBmZDBjMWNiYiJ9.h02KoIPZDSh-JyeYJQI7q1ZEu0LT6uzFXaTO718QQj4" class="fr-fic fr-fil fr-dib" width="418" height="64"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 8. Merging Sales Orders</span></strong></p><p><br></p><p>When enabled, all Sales Orders (per client) being invoiced will be added to a single Invoice. When this option is enabled, Sales Order lines will be merged with other types of invoice lines (as described in Fig 6).</p><p>This means that, in order to merge all types of invoice lines into one single invoice, your configuration should include:</p><ul><li>Invoice Each Ticket Separately = disabled</li><li>Add Labour and Products from Tickets and Pre-Pay charges onto Recurring Invoices = enabled</li><li>Merge Sales Orders into One Invoice Per Client = enabled</li></ul><p>You should also select <em>all</em> types of charges you wish to merge when creating your invoice(s).</p><p>If you are looking to Merge Sales Order lines with Billable Labour/Items Issued, but <strong>not</strong> with Recurring Invoices, then you should have similar configuration to the above, however you should not select your Recurring Invoices from the ready for invoicing screen. This will ensure that invoice(s) are created and merge Labour/Sales Orders. You can then subsequently head back into the Ready for Invoicing screen and create your Recurring Invoices separately.</p>

<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><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 id="isPasted"><strong>- How to Restrict access to the whole Service Catalogue</strong></p><p><strong>- Configuring Access to Service Categories</strong></p><p><strong>- Configuring access to specific services</strong></p><p><strong>- Restricting Access when a service belongs to multiple categories</strong></p><p><strong>- Restricting Access to Buttons within a Service</strong></p><p><br></p><p><br></p><p>Services within the service catalogue can be restricted to only be accessed by certain users. This is useful when you would only like certain users to be able to log/see the statuses of certain services. For example, if you would only like team leaders to be able to log new starter requests or only have people in the &#39;admin&#39; team be able to request/monitor printing services.&nbsp;</p><p><br></p><p>Access can be restricted to the service catalogue as a whole, service categories and to specific services. When setting user access to a service you can choose against each service whether its access restrictions are inherited from the category or set uniquely for the service. User access is configured in the same way whether setting against the category or the service itself.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Restrict user access to the whole Service Catalogue</span></strong></p><p>If you would like some users to not be able to access the whole Service Catalogue you can restrict this one of two ways:</p><p><br></p><ul><li>Restrict using user permissions</li><li>Restrict access to the button on the self-service portal</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Restrict using User permissions</span></strong></p><p>Access is restricted using permissions when you would like a certain user, or a user with a particular role to not be able to access the service catalogue at all.&nbsp;</p><p><br></p><p>To remove a users access to the service catalogue head to their user profile &gt; Permissions &gt; disable &#39;Can access the Service Catalogue&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlODgxOGEyLTRlYTYtNGVkZC1hNmQ4LTViODFhODkyNmE4YyJ9.ZseWtSnOM4PMh1qky_rLRIYWlIXhmWGK0wFT_25DP9U" class="fr-fic fr-fil fr-dib" width="1030" style="width: 1032px; height: 422.182px;" height="422"></p><p><strong><span style="font-size: 10pt;">Fig 1. Permission for user to access service catalogue</span></strong></p><p><br></p><p>When this permission (against a user or role) is disabled, the user will not be able to see the &#39;Service catalogue&#39; button in the portal. They will also not be able to search for services using the search functionality.&nbsp;</p><p><br></p><p>Restricting service access in this way is used when you have a group of users that share the same role, who you would not like to be able to access any services.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Restricting access to the Service Catalogue Button</span></strong></p><p>Access to services can be restricted by restricting who can see the button that takes users to the service catalogue in the portal. If users cannot see the button they cannot see or navigate to services in the portal. When restricting access to the service catalogue in this way you can restrict access based on various entities, such as organisation, customer, department, site etc. not just user roles.&nbsp;</p><p><br></p><p><strong><em>Note: As only button access is restricted if a user without button access obtains a link to the service in the portal they will be able to access/log the service. If you are restricting access to the service catalogue for confidentiality purposes we recommend restricting this using user permissions.&nbsp;</em></strong></p><p><br></p><p>To restrict access to this head to configuration &gt; self-service portal &gt; edit the menu button titled &#39;Service Catalogue&#39;, here you can set visibility restrictions for the button using the &#39;Visibility Restrictions&#39; table.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0MGM2MzUwLTJlYzgtNGNkYS04YmEwLTM0NjJhYzVlZWNhNCJ9.4I1F9ey0mviA_RvU5pcJyE0cz7-CBIgzzpUsQCD1sjU" class="fr-fic fr-fil fr-dib" width="488" style="width: 490px; height: 485.717px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 2. Set visibility restrictions on button</span></strong></p><p><br></p><p>When restrictions are added only users that meet the criteria in the table will be able to see the button. If you would like everyone except one customer (for example) to see the button you can add a visibility restriction to exclude this customer from seeing the button using the checkbox &#39;Exclude this field from this Button&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNDA4MjA4LWVjZDMtNDg2My1hYjYxLTU5ODAyOTMxOWNmMCJ9.TDptgFCtDewbFPGQlzyyjicRYe2aBWiKqxbqG3myPBg" class="fr-fic fr-fil fr-dib" width="511" style="width: 513px; height: 282.943px;" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 3. Visibility restriction to exclude users with a particular field seeing a button</span></strong></p><p><br></p><p>Restricting user access to services this way will ensure they cannot access the service catalogue area in the portal but if other buttons are configured that allow them to see specific services or log particular tickets they will still be able to access these.&nbsp;</p><p><br></p><p>Users who do not have access to the service catalogue button will also still be able to search for services in the portal (if search bar is enabled) an access services this way. If you would not like users to be able to do this you can disable the functionality to search for services. This is disabled under Configuration &gt; Self Service Portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhNGMwZjlkLTJkOWMtNDFkNC04ZDYwLTgzYjU0NjA5YTMzNiJ9.ZfKM9D2aG0jiGB0LYpowh189rY-AG3V88aroFxN51vg" class="fr-fic fr-fil fr-dib" width="589" style="width: 591px; height: 414.633px;" height="415"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting to allow users to search for services in the portal&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Access to Service Categories</span></strong></p><p>If access restrictions are set against a service category, allowed users will only be able to access the services within this category. It is important to keep in mind any restrictions set at the service category level will be passed down to (inherited by) any services within this category. Therefore, if you would not like a restriction to apply to all services in this category, the restriction will need to be set against each service it should apply to (not at the category level).&nbsp;</p><p><br></p><p id="isPasted">There are two ways access can be granted to a service category:</p><p><br></p><ul><li>Service access level</li><li>Set User access based on a specific entity</li></ul><p>Service access level will always need to be set, but setting access based on an entity is optional. Entity access allows you to configure more specific user access.</p><p><br></p><p>To configure service category access head to the services module and ensure you are viewing &#39;services by category&#39; (set in the right hand pane) &gt; right click on the service category you would like to configure access for, &gt; view/edit this service category &gt; user access tab.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczOTFhMzI2LTJkY2ItNGNmMS1hY2NjLWNhNDRhOTVkZmE1ZiJ9.cQU13Cp6TGqVcQMzUGZNjN4LPjUJ5wgxUCM15aTFUKc" class="fr-fic fr-fil fr-dib" width="482" height="331"></p><p><strong><span style="font-size: 10pt;">Fig 5. Edit service category</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0Y2MxMmQ5LWQwM2YtNGNkZC1hNmY3LTE3YzNlMzliZmE3NyJ9.1WCSjGBEOQmY4QAx7iGyfmxiJ5bE7PcigdBEf0MDcjw" class="fr-fic fr-fil fr-dib" width="548" style="width: 550px; height: 385.522px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 6. Service category configuration</span></strong></p><p><br></p><p>Here, you can set which users can access services within this category based on the &#39;service access level&#39; the user has and based on the entity a user comes under.&nbsp;</p><p><br></p><p id="isPasted">Service access level will always need to be set, but setting access based on an entity is optional. Entity access allows you to configure more specific user access.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Setting service access level&nbsp;</span></strong></p><p>Access can be granted based on the user&#39;s service access level. A service access level will need to be assigned to a service category, and to each user. If the user&#39;s service access level is in line with the one against the service category, the user will be able to access the services in this category.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlODIwNWU3LTk1MmYtNGIwNy1hY2ZiLWIzMWY2M2JmODViYyJ9.O7qkqTREdrPmGKAIHlP4iVoHjV6pSdXkG7XeqH_kcJs" class="fr-fic fr-fil fr-dib" style="width: 972px; height: 441.231px;" width="1051" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 7. User Access for a service.</span></strong></p><p><br></p><p>The service access level of a category can be changed using the &#39;Service access level&#39; field against the category.&nbsp;</p><p><br></p><p>The service access level of a user is set against the user profile under the &quot;Permissions&quot; tab &gt; General Permissions. In the Figure 8 example, the user will be able to see the service catalogue and has an access level of 2. This means they will be able to see any services categories and services within these categories with access levels of 1 or 2, but not 3.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxM2FjMWMzLWRhNzMtNDhkZC05Mzk3LTU2Yzc1ZTI0MzAyNCJ9.fResxSflhnPPA8oX72JuHooGDznNkHBOJOeNGBGw4Mk" class="fr-fic fr-fil fr-dib" width="220" height="127"></p><p><strong><span style="font-size: 10pt;">Fig 8. Service access level permissions.</span></strong></p><p><br></p><p>You can then further restrict who can access a service using the &#39;User Access&#39; table against the service.</p><p><br></p><p><strong><span style="font-size: 12pt;">Restrict User access based on a Specific Entity&nbsp;</span></strong></p><p>Users can be granted/restricted access based on various entities such as their role, customer, organisation etc.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MDJiYjEzLTk4N2UtNGRkMy1hOTI1LTE4NTYzMTFiZDI4OCJ9.H1HKx4AQZeI2mjkpR9kelf3IlvhnSmN2nWQuKKe-aF4" class="fr-fic fr-fil fr-dib" width="513" style="width: 515px; height: 438.202px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 9. Restrict user access further</span></strong></p><p><br></p><p>To control which entities you can restrict user service access by, head to Configuration &gt; Service Catalogue, see section &#39;Choose which entities can be used to restrict service access&#39;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0MzgwMmIwLTQxZDMtNGEyNS1iMGExLWU4NjE1OTdiMzVlMSJ9.I3MZfJEGxG57T4hZX7uP1kyKUeBhIEJvTJR3ywYaI84" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 226.458px;" height="226"></p><p><strong><span style="font-size: 10pt;">Fig 10. Entities which can be used to restrict service access&nbsp;</span></strong></p><p><br></p><p>Here, check the box of each entity you would like to be able to restrict users service access by. Keep in mind the more entities you enable the longer service catalogue loading times will be, enable as few as possible for optimised performance.</p><p><br></p><p>You will notice, when adding an entry to the table, there is an option to<strong>&nbsp;&#39;Exclude this entity from this Service&#39;</strong>. When this is enabled any users that meet the criteria set here will not be able to access the service.&nbsp;</p><p><br></p><p>As soon as an entry is added to a table users will have to meet the service access level criteria AND criteria in the table to be able to access a service. In the Figure 11 example only users who have service access level 2 or 3 AND are a part of the customer &#39;Acorn Construction&#39; will be able to access this service category.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNjdlYjMxLWExZjAtNGE1MC1hZDk3LTJmNDNjNmZiYzFhOSJ9.PuAwq-klx7E_xGyxvSU43Ij7rTfk8vpsEc2LjMoseLA" class="fr-fic fr-fil fr-dib" width="799" style="width: 801px; height: 498.49px;" height="498"></p><p><strong><span style="font-size: 10pt;">Fig 11. Service restrictions example</span></strong></p><p><br></p><p>This also applies when adding exclusion criteria to the table. If I add an entry to the table to exclude &#39;Acorn Construction&#39; from this service category I will also need to add an entry to grant all other users access to this service category. This is because users are now also being checked against criteria in the table to see if they should have access.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZGE4MTE3LWFkNTMtNGE5OS1hNjk2LTUwMzUyNWY1NmJiYiJ9.hDnvnK5VqZ8h8pjdxBYZg05Tl0dmAfs1iJSSPwQvSqo" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 529.276px;" height="529"></p><p><strong><span style="font-size: 10pt;">Fig 12. Service restriction example two</span></strong></p><p><br></p><p>In the Figure 12 example users will need to have service access level 2 or 3 and not be in the customer &#39;Acorn Construction&#39; to be able to see services in this category. If the table entry &#39;Everyone&#39; is removed no one will be able to access this service as no users will meet both service level criteria and table criteria.&nbsp;</p><p><br></p><p><strong><em>Note: This applies to both criteria set against the service and service category.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring access to specific services</span></strong></p><p>In order for a user to be able to see a service in the portal, they will need to have access to the category that the service is in. For those users that have access to the category, further restrictions can be added to services within this category.&nbsp;</p><p><br></p><p>To configure user service access head to the services module &gt; select a service &gt; user access tab.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZGYxNjM0LWZiZmMtNDk4OS04YjhmLTQxZjlkOTJmZTdjMCJ9.lqA9JBt7Mfu8yhQevx8D0BQzZVem5zIJdvbm1t4FKJM" class="fr-fic fr-fil fr-dib" width="938" style="width: 940px; height: 575.028px;" height="575"></p><p><strong><span style="font-size: 10pt;">Fig 13. User access configuration against a service</span></strong></p><p><br></p><p>Here you will see service access is configured in the same was as it is for the service category, a &#39;service access level&#39; will need to be set, with optional user access based on other entities also being able to be set. For details on how to set access here see sections &#39;Restrict User access based on a Specific Entity&#39; and &#39;Setting service access level &#39; within this guide as restrictions here are set in the same way as service category restrictions.&nbsp;</p><p><br></p><p>When setting &#39;service access level&#39; against a service you can either choose a service access level that users need to access this service, or you can set this to be &#39;inherited from service category&#39;. If the service access level is set to be inherited users will need the same service access level to access this service as they do to access the category.&nbsp;</p><p><br></p><p>You will also notice entity access to the service is inherited.&nbsp;</p><p><br></p><p><strong>Inheriting access from the service category</strong></p><p>Entity access to a service will always be inherited from the service category regardless of if the &#39;Service Access level&#39; against the service is set to be &#39;Inherit from Service Category&#39;.</p><p><br></p><p>When an entity is granted access to a service category, any services in this category will have this user access too. This will be visible against the service itself. Any access that has been inherited from the service category will appear in the &#39;User Access&#39; table as being inherited from the category.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjN2M3ZTQxLThlM2EtNDdkMi05MzNmLTAwODFhZWMzMjA5YiJ9.gU7mHdLQ6XqKkGYvA-IkV-2Jg2r6VH3iZLE9e9SnWWY" class="fr-fic fr-fil fr-dib" width="674" height="363"></p><p><strong><span style="font-size: 10pt;">Fig 14. Service access inherited from category</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">User access Groups</span></strong></p><p>Groups of user access can be set for the service.</p><p><br></p><p>Access is set in the same way as outlined above, allowing you to restrict who can access a service based on a user entity, but you can now configure multiple groups of access conditions.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNDdkOGVhLTdiNWMtNGVkMC05OGI2LTkzMDg5NDdjZjNlNSJ9.VDCXLcBlgu2lCIdsL0tEa6gctzGSGlz9SNl0YDBvXCM" class="fr-fic fr-fil fr-dib" width="936" style="width: 938px; height: 624.037px;" height="624"></strong></p><p><strong><span style="font-size: 10pt;">Fig 15. User access for service</span></strong></p><p><strong><br></strong></p><p>In order to access a service users will need to meet all the criteria within one group. In the Figure 15 example users will need to have the role &#39;Manager&#39; OR be under the customer Acorn Construction AND have the role &#39;Communications&#39;. This allows much more flexibility in allowing user access to a service.&nbsp;</p><p><strong><br></strong></p><p>When setting user access you will be prompted to select whether you would like to add individual conditions that users need to meet to access the service, or if you would like to configure a group of conditions.&nbsp;</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ODhhMzRmLWYxYjgtNDRjNy1hZWZjLTYyMTQ3MTliZDllOSJ9.RUDk9An05aCmPptEvDG07oweK7wD1lg_PEpebTfkJcI" class="fr-fic fr-fil fr-dib" width="544" style="width: 546px; height: 255.372px;" height="255"></strong></p><p><strong><span style="font-size: 10pt;">Fig 16. Add user access criteria group&nbsp;</span></strong></p><p><br></p><p>If adding a group, you can give the group a name, then set what criteria needs to be met for a user to match this group.&nbsp;</p><p><br></p><p>You can also use access groups to exclude users who meet this criteria, that is any users who meet all the conditions within a group will not be able to access the service. To do this ensure &#39;Exclude this entity from this Service&#39; is selected when setting up the group.&nbsp;</p><p><br></p><p>Each group will be assigned a sequence, this will determine the order conditions are checked in.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Access when a service belongs to multiple categories</span></strong></p><p>A service can belong to multiple service categories. As user access to a service can be inherited from the service category this has implications for how service access is granted.&nbsp;</p><p><br></p><p>For information on how to use and enable multiple service category assignment check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1998" id="isPasted" target="_blank" rel="noopener noreferrer">The Service Catalogue</a>.</p><p><br></p><p>When a service catalogue item is assigned to two or more service categories, access to this service will depend on the &#39;Service access level&#39; set against the service.&nbsp;</p><p><br></p><p><strong><em>Note: User access groups can also be configured at the service category level, then set to be inherited by the service. &nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Service access level- Inherit from service category</span></strong></p><p>If the service access level of the service is set to be &#39;inherit from service category&#39; and the service belongs to two or more categories that have different user access restrictions, the highest level of access will be granted. That is, if a user has access to one service category, but not another, and a service belongs to both categories, the user will be able to access this category.&nbsp;</p><p><br></p><p>For example, in Figure 15 the service catalogue item &#39;3CX&#39; belongs to the categories &#39;Cloud Services&#39; and &#39;Business Applications&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxYjYzOWI5LTNiMWEtNGExNS1hYTM4LTgzMGEyODk3NDJlMCJ9.Xel70_Kiyb0_MjCCoPI-gwtOL267CplRW7Ri8PFW-S0" class="fr-fic fr-fil fr-dib" width="950" style="width: 952px; height: 363.946px;" height="364"></p><p><strong><span style="font-size: 10pt;">Fig 17. Service categories assigned to service</span></strong></p><p><br></p><p>User access for the service is set to be &#39;Inherit from service category&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmNDliODI0LWZkZjktNGNhYy1iNTI3LTM5OGU3NjQ0YTY0MyJ9.L-bOiI10PDG2dMvC7SZ3mS3vVQNDTBa4MdM95tANpbY" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 459.152px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 18. User access for Service catalogue item</span></strong></p><p><br></p><p>You will see entity user access has been inherited from both service categories.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwZWYwYjE3LWI0NzQtNGQ3NC1hNGYxLTliZWI4N2FmMmIzZSJ9.YloOBmypZFnfUV6v4fmOoMaAA60LPdt0zIhmSiwkP30" class="fr-fic fr-fil fr-dib" width="587" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 19a. Cloud Services service access level</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyOTc2NWQ1LWUyMGItNDU0Yi04ODk0LWM0ZTc2MDEzNTY3OCJ9.PLovbzXlM0XMuIvLy7IjwQ7duzcCrmQSTgSq7FCkL4k" class="fr-fic fr-fil fr-dib" width="611" style="width: 613px; height: 321.369px;" height="321"></p><p><strong><span style="font-size: 10pt;">Fig 19b. Business Applications service access level</span></strong></p><p><br></p><p>In this example both categories differ in the service access level users are required to have to access the service. Cloud services has services access level 3, whereas business applications has service access level 2. Therefore, users with service access level 2 or above will be able to access this service.</p><p><br></p><p><strong><span style="font-size: 12pt;">Service access level- A Set access level</span></strong></p><p>If the &#39;service access level&#39; against the service is set to be a specific level, users will need to have this access level or higher to access the service, regardless of the categories the service belongs to.&nbsp;</p><p><br></p><p id="isPasted">For example, in Figure 18, the service catalogue item &#39;Acronis Cyber Cloud&#39; belongs to the categories &#39;Cloud Services&#39; and &#39;Business Applications&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMDhjZGJjLTNmMjgtNDczMS1iMjBmLTFmYjNlMThhN2FjMSJ9.HVrNd98sPunC27I0ZwVVaaCZDdkxsla8s4PbbFYRojg" class="fr-fic fr-fil fr-dib" width="931" style="width: 933px; height: 344.574px;" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 20. Service categories assigned to the Acronis service</span></strong></p><p><br></p><p>But the service access level for this service is set to be 3.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlMTE4MzllLTczYjgtNGZjMC1hZDc2LWQwZmVhNmYzZjNlZCJ9.NOIGHzNpES7LEePTolk33XmbsplC8hI_mfdtzBMivkE" class="fr-fic fr-fil fr-dib" width="809" style="width: 811px; height: 519.04px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 21. Service access level for service</span></strong></p><p><br></p><p>The user entity access for the service is still inherited from the service category, but only users with service access level 3 will be able to access this service. This will be the case regardless of the categories the service belongs to. This allows you to assign a service to various categories, but not have the access to the service determined by the categories, access can be overridden on the service itself.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Access to Buttons within a Service</span></strong></p><p>Multiple buttons can be configured under a service to allow users to log different requests related to this service.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5NDA2YTZiLWNkOTMtNDhmNi04OWFiLWZkYjhjYjM0NThlNSJ9.VFKKAt1sBPlsJhns08N9Q7OVGnD7BEhR8yRk3lT3lzk" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 435.9px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 22. Button configuration within a service</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiYTNlMjNlLTgzZDctNGNjZC1iODYyLTFmZjExZTYyMWQ4NSJ9.PtbAPMYs-3puJPyt7nqgdQjPqeUY1TS1_3o5m0SRQ7k" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 413.277px;" height="413"></p><p><strong><span style="font-size: 10pt;">Fig 23. Service Buttons in the portal</span></strong></p><p><br></p><p>You can restrict which users can access each of the buttons within a service. Useful when all users use the service, but a different form is needed to be filled out based on the user that is requesting the service (e.g. where they are located).&nbsp;</p><p><br></p><p>Users will still need access to the service itself to be able to see any buttons within the service, so ensure the required users have access to the service first.&nbsp;</p><p><br></p><p>To enable the ability to restrict access to service buttons, head to Configuration &gt; Service Catalogue, enable &quot;Allow User access restrictions on Service request details&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyZTI2MTQwLTE3ZTctNDk1OC04ZjUzLTJhMjEzMmY5NWE2NSJ9.Zgsl0B763bCmb41o4wy07itE5VCEU4ZUh5pdxzeJOgw" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 316.528px;" height="317"></p><p><strong><span style="font-size: 10pt;">Fig 24. Allow User access restrictions on Service request details</span></strong></p><p><br></p><p>Once enabled an additional &quot;User Access&quot; table will become available when configuring the service buttons. This is used to control who has access to the service button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxNzUyZTI2LWJlYjUtNGE0OS05YzAxLWNkODJlODAwZmJiNiJ9.cyhWdM3wQTDioOvDOdCcJH9voGIgfujg2cSr97jp33Q" class="fr-fic fr-fil fr-dib" width="556" style="width: 558px; height: 712.95px;" height="713"></p><p><strong><span style="font-size: 10pt;">Fig 25. User Access table</span></strong></p><p><br></p><p>Only users that meet the criteria in the table will be able to see the service button. When adding criteria choose the entity you would like to assign access by and which group of users you would like to have access.&nbsp;</p><p><br></p><p>If there are no entries in the table, no users will be able to see the button, therefore if you would like everyone to have access ensure &quot;Everyone&quot; is selected as the entity.&nbsp;</p><p><br></p><p>In the Figure 26 example, user access is set so that only users under the site &quot;Halo Local/Florida&quot; will be able to see this service button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4YWZjMmE1LWQyMWYtNGNkMy05ZGFkLWFiOTMyYjAxMGY4NyJ9.wWCar4pqUTYoFm8R5NvYJBQ-teCQb2z5-afPRaUpOa4" class="fr-fic fr-fil fr-dib" width="550" style="width: 552px; height: 332.824px;" height="333"></p><p><strong><span style="font-size: 10pt;">Fig 26. User access restrictions to button</span></strong></p><p><br></p><p>Access criteria configured here also allows specific entities to be excluded from access, and the use of &#39;criteria groups&#39;. The use of criteria groups is outlined in the earlier section &quot;User access Groups&quot; of this guide.&nbsp;</p><p><br></p><p>If a user does not have access to any service buttons within a service, they will not be able to see the service in the portal.</p>

<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; 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} 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><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>- Modifying the Opportunity Workflow</strong></p><p><strong>-&nbsp;</strong><strong>Adding The Chevron View to the Workflow Progress Visual Shown on Tickets</strong></p><p><strong>- Workflow Flow Chart</strong></p><p><strong>- Adding the Quick Action For Emailing a Quote</strong></p><p><strong>- Working Through The Ticket Using The Edited Workflow</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:&nbsp;</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1419/" rel="noopener noreferrer" target="_blank"><strong>Actions</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1832/" rel="noopener noreferrer" target="_blank"><strong>Workflows</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Ticket General Settings</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:&nbsp;</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/933/" rel="noopener noreferrer" target="_blank"><strong>Workflows</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1871/" rel="noopener noreferrer" target="_blank"><strong>Operational-Level Agreements</strong></a></li></ul><p><strong><br></strong></p><p>In this example, we are going to raise an opportunity against a new contact for a new Managed Service. We will look at the whole Sales flow, including quotation approvals and Project creation. We will also see how to slightly amend our workflow to include an additional action that will allow us to email the quotation for approval directly from the Opportunity.</p><p><br></p><p><strong><span style="color: rgb(0, 0, 0); font-size: 14pt;">Modifying the Opportunity Workflow</span></strong></p><p>Let&#39;s take a look at our Opportunity workflow via heading to Configuration &gt; Sales &gt; Workflows &gt; Opportunity Workflow:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhZjEyMWYwLTQ5OTMtNGVmZS05OTUxLTBiZjk0ZGIyODZjMCJ9.nio2mha1R-b1Wtn54-0qa-PdEhuO7uIc6kyY_mKTtsE" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 656.47px;" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 1. Opportunity Workflow Details</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding the Chevron View to the Workflow Progress Visual Shown on Tickets</span></strong></p><p>Configuration &gt; Tickets &gt; General Settings we can set the visual for the workflow stages in the ticket details:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5OTgxZTg0LWNmODEtNGYyZi1iN2ZhLWZkNjgwODllYTdmMSJ9.OICBb1RGRnGepGH2mlWxaPpjf9CKn9nOnCJSxcku3Yg" class="fr-fic fr-fil fr-dib" width="555" height="229"></p><p><strong><span style="font-size: 10pt;">Fig 2. Workflow Progress Visual</span></strong></p><p><br></p><p>The &#39;Agent Actions allowed at any Step&#39; provide a list of Actions available to agents that will not progress the workflow but will always be available. This looks good - I always want my agents to schedule &amp; complete appointments &amp; I want the option to mark an Opportunity as lost at any point.</p><p><br></p><p>The Stages correspond to the visual progress bar of our opportunity:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5ODUxNzMwLWM4YjMtNGQ2NC1hNjU1LTBjNTk3YzAyZTI5ZSJ9.sB_NJLtkTU7irVIXbS5rlEPc0gRLJjWEdjIXQSs9CZw" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 169.297px;" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 3. Workflow Progress Visualisation Chevron View</span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 14pt;">Workflow Flow Chart</span></strong></span></p><p>Workflows are built up via the flow chart section. Each &#39;Step&#39; can be composed of multiple Agent Actions and linked to form logic pathways based on the agent Actions that have been selected.</p><p><br></p><p>Looking at our Opportunity Workflow:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYWI3YzA5LWM3MjYtNDM5Yy04MzUwLWZlZDFkZjA1NmE1NSJ9.AH9rKPirwfqrWeYztNbMh3VQ-g19n8FvJL-uMrfP3-s" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 236.206px;" height="236"></p><p><strong><span style="font-size: 10pt;">Fig 4. Opportunity Workflow flow chart</span></strong></p><p><br></p><p>We can see we first qualify our Opportunity, then raise our Quote. I want to include an action on my Opportunity to send the Quote after it has been raised. To do this, I need to add a step into my workflow:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1ZGQ5OTk0LWNlNDgtNDQ1ZC1hNGE3LTdhMjE4MTM0ZDg5MyJ9.4OuClYEsoeoBCFUvOCbDqvCNsWHVT-_IkwgvQ9EBtL0" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 672.869px;" height="673"></p><p><strong><span style="font-size: 10pt;">Fig 5. New workflow step Configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Automatically Progress the Workflow</span></strong></p><p>Opportunity workflows can be progressed automatically based on various ticket activity including:</p><p>- When a quote is sent</p><p>- When a quote is accepted/rejected</p><p>- When a quote is revised</p><p>- When a sales order is raised</p><p><br></p><p>This is useful in managing the opportunity flow as they ensure the opportunity workflow only progresses when the required processes are complete. It also streamlines the sales process as progression will happen automatically, rather than agents doing this manually.&nbsp;</p><p><br></p><p>To setup automatic workflow progression edit the workflow step and add a new action. Here, the action type selected will determine what needs to be done in order to progress the workflow. Once you have selected the action type, choose which step the workflow should move to when this action has been completed.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyZjhmM2YzLTcyNDgtNDNmNy04NDE4LTIzYTM2NzYzM2NlMyJ9.X_Nl8mUkS9lscUrVfWUvmNeGEdRTN584ezfSZUb4vX8" class="fr-fic fr-fil fr-dib" width="515" style="width: 517px; height: 420.793px;" height="421"></p><p><strong><span style="font-size: 10pt;">Fig 6. Configure automatic workflow progression</span></strong></p><p><br></p><p>In the figure 6 example the &#39;Quote Sent&#39; action type has been selected. This means when a quote is sent from the opportunity ticket the workflow will automatically progress to the stage &#39;Negotiation&#39;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Quick Action for Emailing a Quote</span></strong></p><p>I want to create a new step and allow Agent Actions (this agent action will be the &#39;Send Quote&#39; Action). The restrictions checkbox when checked, will allow you to restrict teams, agents or users, it can also be restricted to a certain team, agent or user. As I don&#39;t yet have the relevant action in my system, I will need to create one, which can be done directly from the workflow step via clicking &#39;New&#39;:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYzY2NzQwLTRlOWItNGQ5Yi05NjBmLTM5YjJmYTk5MWVmYyJ9.tm2jpBM8o5v35SxhH57zHqXH4jzgTqWvkVJfp1JsTO4" class="fr-fic fr-fil fr-dib" width="738" height="112"></p><p><strong><span style="font-size: 10pt;">Fig 6. Workflow step Configuration</span></strong></p><p><br></p><p>For our new Action, we will want &nbsp;to set a system use of &#39;Email Quotation&#39; and specify this as a Quick Action - this means that the agent clicks one button and HaloPSA handles the rest. The action was created on a workflow so it has defaulted to a &quot;Workflow Action&quot;, this can be changed to a &quot;Generic Action&quot; so it can be used anywhere:</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4NTU2ZWM1LTcyNTktNDQ4YS05ZmZkLTM0ZmFlNDc1MmEyZCJ9.c2x9gSPpaqTB7DFUNXf211eJMEHekKbsG9T7BwPc7XA" width="973" 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; width: 975px; height: 849.629px;" id="isPasted" class="fr-fil fr-dib" height="850"><br></p><p><strong><span style="font-size: 10pt;">Fig 7. New Action screen</span></strong></p><p><br></p><p>You&#39;ll also want to head into the Defaults tab and select &#39;Send email&#39; as &#39;Yes&#39; (so you actually send the Quote to the contact email address!).</p><p>Of course, clicking &#39;Send Quote&#39; should move our workflow along to the relevant step, this can be handled via modifying the &#39;Move workflow&#39; option:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNGY1OTcxLWU1ZTUtNGY4OC1iMjZkLTdmZmI5Y2RmZTkxYSJ9.OsRXBrg-AhkCcocmobwPTSUazYk3HmfPhCt8pFmgWwQ" class="fr-fic fr-fil fr-dib" width="797" height="680"><strong><span style="font-size: 10pt;">Fig 8. Connecting your workflow steps</span></strong></p><p><br></p><p>The last change we will want to make will be to update our Raise Quote Action to leave us at the Awaiting Proposal Stage.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjZmVjODk0LWRlZWYtNGQ2Zi04YmQ2LTViMGE0MWU2M2JkNyJ9.ujCjSZxVWDsXStIffevFc5mZJ93vaJuXlt3mLSHwFPw" class="fr-fic fr-fil fr-dib" width="2"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyYjlmZDBkLWJiNjItNGI0Zi04ZTUzLTUyZWQyMTI1MjlmNCJ9.dCdTIU6XXZsbeA5ElT_CqEtDeOP9W056oOb3BMDAHUg" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 323.547px;" height="324"></p><p><strong><span style="font-size: 10pt;">Fig 9. Modifying workflow step pathways</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt; color: rgb(0, 0, 0);">Working Through the Ticket using the Edited Workflow</span></strong></p><p>The first thing we&#39;re going to want to do is raise our Opportunity - head into the CRM module and click &#39;New&#39; to open the new Opportunity screen where you will want to fill out the relevant details:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNjgyMmQyLTk3MmQtNGZhMS1hY2I2LTVlZjE0ZmM2YjkzNiJ9.BsDogZhP_6MHsCmv9tQYuAPclBRgsycA7ueZ_XhEe1s" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 491.525px;" height="492"><strong><span style="font-size: 10pt;">Fig 10. New Opportunity Screen</span></strong></p><p><br></p><p>Once your Opportunity has been raised, the first action will be to qualify, where you can update any of the core fields input in the initial Opportunity form:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5ZWE3YzgzLWZlMmEtNGM1YS05NTlhLWJkY2FiYzM1ZmMwNCJ9.h0TBRUVaNLIBRTwL_UX0aBPg31EBxiAvG1WccNuqL0I" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 515.866px;" height="516"></p><p><strong><span style="font-size: 10pt;">Fig 11. Qualifying your Opportunity</span></strong></p><p><br></p><p>After saving this, you&#39;ll be able to raise your Quote which will then provide us with the next available action - to send the Quote (You must raise the quote first for the send quote action to become available):</p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>It is important to make sure you are using the right workflow, if you want it to be the default for that ticket type head to Configuration &gt; Sales &gt; Opportunity Types &gt; *Click into the ticket type* &gt; *go to the defaults tab and set the workflow to the opportunity workflow discussed above*</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwNTYzOWMxLWI5Y2UtNGY3OC1iZWIxLWUyNDJlMmJlYjE0YSJ9.xgc18mwc2TgtrrdrlEFBw6XyZ5SRBEWd971tLJado58" class="fr-fic fr-fil fr-dib" width="820" height="82"><strong>Fig 12. Our workflow amendment in actions</strong></p><p><br></p><p>After your quote has been approved, you will be given the option to raise a new project from this Opportunity, or close the Opportunity. In our example, this project would be for the Web development included as part of this sale.</p><p><br></p><p>When closing your Opportunity, you can provide a closure category (allowing you track Sales trends via reporting capabilities):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjY2IyYzljLThkMjYtNDE2Yy1iMTRkLWNkMTdjZjhkZGEwNiJ9.OCvwLnA-njpCLVEB8OtcOMSlz1-Q4ggdlUAKzUC994U" class="fr-fic fr-dii" width="435" height="734"><br></p><p><strong><span style="font-size: 10pt;">Fig 13. Opportunity Closure Categories</span></strong></p>

<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>Configuration &gt; Billing &gt; Surcharges</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1964/" rel="noopener noreferrer" target="_blank">Surcharges</a></strong></li></ul>

<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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 14.2868%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.3313%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 14.2868%;">Free Text</td><td style="width: 52.3313%; text-align: left;">The name of the Surcharge, returned throughout the UI.</td></tr><tr><td style="width: 33.3333%;" id="value2">Rate</td><td style="width: 14.2868%;">Money</td><td style="width: 52.3313%; text-align: left;">The flat fee that is added to invoices, for each Action that uses a Charge Type with Surcharges applied. See &#39;<a href="https://usehalo.com/halopsa/guides/1964">Surcharges</a>&#39; guide for more details.</td></tr><tr><td style="width: 33.3333%;" id="value3">Linked Item</td><td style="width: 14.2868%;">Single Select</td><td style="width: 52.3313%; text-align: left;">Link the Surcharge to an item such as a mobile phone.</td></tr></tbody></table>

<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><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 id="isPasted"><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Actions on Tickets</strong></span></p><p><span style="font-size: 11pt;"><strong>- Respond Button</strong></span></p><p><span style="font-size: 11pt;"><strong>- SLA Option for Response Timer</strong></span></p><p><span style="font-size: 11pt;"><strong>- Ticket Screen</strong></span></p><p><span style="font-size: 11pt;"><strong>- Options For Viewing Ticket Progress</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1419/" rel="noopener noreferrer" target="_blank"><strong>Actions</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1826/" rel="noopener noreferrer" target="_blank"><strong>SLA General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/2055/" id="isPasted" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a>&nbsp;</strong></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1809/" rel="noopener noreferrer" target="_blank"><strong>Ticket Views</strong></a></span></li></ul><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><strong><span style="font-size: 14pt;">Actions on Tickets</span></strong></p><p>As an agent you will be working on tickets which were raised by end users. These tickets can be raised by the Portal, via Email or Manually raised by another agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNjUzMDFhLTFhMWUtNDgzZC05ZWZhLTI2NjUyNTFiYzJjMyJ9.xVkBqBUdMAKMpPh_p5G5QzK-bmK2tiywLboCrgdNXuI" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 361.89px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 1. Service Desk Example view</span></strong></p><p><br></p><p>To process these tickets you can use a series of actions on the tickets to bring the ticket closer to a resolution.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzNzdhNzE1LTA0NmUtNDU0Ni05OWRjLTM0NDY0M2MyNDA4NSJ9.fQ4QIXkcXozpp5BDncPTjlIbk9UsEO1YWWQShay6guQ" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 219.414px;" height="219"></p><p><strong><span style="font-size: 10pt;">Fig 2. Actions on a Ticket</span></strong></p><p><br></p><p><strong>Escalate to 2nd Line</strong> - This will move the ticket to the Unassigned Queue for the 2nd Line Team. &nbsp;</p><p><strong>Email User</strong> - This will email the end-user from the ticket.&nbsp;</p><p><strong>Private Note</strong> - This will leave a note on the ticket that is hidden on the end-user portal.</p><p><strong>Create Appointment</strong> - This will allow you to create an appointment which is linked to the ticket and the agent/end user by default.</p><p><strong>Create Quote</strong> - This will allow you to raise a quote from the ticket/opportunity.&nbsp;</p><p><strong>Re-Assign</strong> - This will allow you to move the ticket to a different Team/Agent.</p><p><strong>Close Ticket</strong> - This will resolve the ticket and give you the option to toggle on or off the email user option.</p><p><br></p><h5><strong><span style="color: rgb(0, 0, 0); font-size: 14pt;">Respond Button</span></strong></h5><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0NzQ5NWEyLTQ2ZjEtNDQ3MC04Y2Y2LTIyMmQ3NGVhOWZlYiJ9.IzBW5kpvZVCnMz_nPod62vnkLv43zpukxwgH83-nA44" class="fr-fic fr-fil fr-dib" width="533" height="275"></p><p><strong><span style="font-size: 10pt;">Fig 3. Respond Button</span></strong></p><p><br></p><p>Tickets which have not yet been responded to have an additional system action called the <strong>Respond</strong> button. When hitting this button you complete 3 actions:</p><p><br></p><ol><li>Moves to ticket to your queue if you have a queue within the team.</li><li>Changes the status of the ticket to In Progress.</li><li>Marks the actual response time, if you are within or outside of SLA you can see it on the right hand side of the ticket.</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkNTVmOTY1LTcwZjItNGFiYS1iOTI2LTVjYzEwZGFjY2FmMiJ9.dDwjKbdeBoQdPF1oSXQ0EIY-mxdXt4kT94Drbwqj2YM" class="fr-fic fr-fil fr-dib" width="365" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 4. Actual Response Time - Green is within, red outside of SLA</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">SLA Option for Response Timer</span></strong></p><p>There is an option for updating the response time, as shown below. When this setting is disabled, the response timer is based on the time the ticket was logged. When checked, putting the ticket on SLA hold will also push the response time back by the amount of time the ticket is on hold, if not already responded to.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0ZWQ4MmIzLTczODItNDc2ZC1hYTViLWNkNTVmMTg4OTAxMiJ9._URlcFprC7EwsowXBKGmev0UJZzuU-JdspRk4OV1BME" class="fr-fic fr-fil fr-dib" width="447" height="43"></strong></p><p><strong><span style="font-size: 10pt;">Fig 5. SLA General Settings checkbox</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Ticket Screen</strong></span></p><p>When working on a ticket, there are 4 main areas of the screen to break down:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YWFjNDk4LTJjNDktNGIyZS1iOTdmLTE4ZWZjNDBmMDFhMCJ9.iluqqfSXz6hY3KYsKq6N8BT7qBroTZjsbfYvGKN_H8s" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 520.99px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 6. The ticket screen</span></strong></p><p><br></p><ul><li><strong>1 - The Progress Tab&nbsp;</strong>- This is where all internal/external communications will be added and will be the place to go to in order to view any recent or historical updates to the ticket. Additional viewing options allow you to specify what information you would like to see on the progress pane:</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Options for Viewing Ticket Progress</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1NDNlZTI5LWRjM2YtNGU3NC1iYmVlLWNhZDQyNzJkNzI5NiJ9.LBkgIJVymkwgT_2oNojhYFgZ5Lxev6-6jCE-2WLHw20" class="fr-fic fr-fil fr-dib" width="274" height="183"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 7. View selection for ticket progress</span></strong></p><p><br></p><ul><li><strong>2-Ticket Information</strong> - Core ticket information will be displayed here including: SLA info-Service Level Agreement, Priority and Response/Resolution compliance, Ticket Type, Current Status, Assigned Team/Agent, Time Recorded.</li><li><strong>3-User Details</strong> - Clickable links to the ticket&#39;s end-user, site and client can be found here along with the ticket timer, which can be used to track time when actioning a piece of work for a client.</li><li><strong>4-Actions&nbsp;</strong>- Actions determine what can be done on a ticket and allow your agents to communicate and subsequently resolve tickets.</li></ul>

<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 can be branded in Halo?&nbsp;</strong></p><p><strong>- How to Brand Email Templates&nbsp;</strong></p><p><strong>- How to Brand the Self-service Portal</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What can be branded in Halo?&nbsp;</span></strong></p><p>User facing entities in Halo can be branded to, reflect the organisation or team that is providing the service to the user, or they can be branded in line with your customer&#39;s brand (applicable for PSA only). The user-facing entities that can be branded include the self-service portal and your email templates, the appearance of both of these entities can be customised to ensure they align with your brand.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Brand Email Templates&nbsp;</span></strong></p><p>Email templates can be customised under Configuration &gt; Email &gt; Email Templates, here you can select each template to edit it in line with your brand.&nbsp;</p><p><br></p><p>If you have multiple brands, each used in different circumstances, you will need to create message groups. A message group is a set of email templates that share the same branding, multiple message groups can be created to have a comprehensive set of email templates that cover all branding used in your instance. Each message group will then need to be assigned to an entity (such as a organisation, team, department, customer) to determine when this message group is used.&nbsp;</p><p><br></p><p>Message groups allow you to create multiple sets of email templates, each with unique branding. Allowing you to have different branding automatically applied to an email based on who the email is being sent from or to.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating message groups&nbsp;</span></strong></p><p>To create a message group head to Configuration &gt; Email &gt; Message Groups &gt; New, give the group a name and save.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjNmY5ZGUwLWI0NzctNDZjZS04MjY2LWI1ZTJhY2RiMmI3OCJ9.ZTJVaZWBrNGqu79nVjwJx8hnbxRMXs735jVa-GQ-NHk" class="fr-fic fr-fil fr-dib" width="871" style="width: 873px; height: 309.407px;" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 1. New message group</span></strong></p><p><br></p><p>Once saved click &#39;View/Edit Email Templates&#39;. Here, you will see all the system email templates have been duplicated from your &#39;standard messages&#39; and this message group is now accessible from the &#39;Message group for&#39; dropdown.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NjY4YzNlLTZhODEtNDE0MC1iMzU2LTM3ZTY1ZjAzM2IzMSJ9.Es-SHPzwSNqPsqRCsNvX8SILvrSoLQl-FC45DggpGDA" class="fr-fic fr-fil fr-dib" width="1065" style="width: 1067px; height: 435.924px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 2. Message group&nbsp;</span></strong></p><p><br></p><p>From here, you can edit each of the templates in this message group in line with the branding you would like to use. For example, if I would like these email templates to be used when emailing the customer &#39;Terry&#39;s Chocolates&#39;, edit each template to contain the branding for &#39;Terry&#39;s Chocolates&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2ZDUxZjc5LTg2OGQtNDRjNy04ZWVhLWVlNjM1N2UxZjNhNCJ9.8BIL0M_VBAi-ejyuSttAL1U5WnG4mNoWn7WRV-u3j78" class="fr-fic fr-fil fr-dib" width="1003" style="width: 1005px; height: 737.215px;" height="737"></p><p><strong><span style="font-size: 10pt;">Fig 3. Email template edited with customer branding</span></strong></p><p><br></p><p><strong><em>Note: Every template will need to be edited individually (or at least the templates that you use). To see a breakdown of what each template is used for check out our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2408/" id="isPasted" target="_blank" rel="noopener noreferrer">Email Templates and their System Use</a>.&nbsp;</em></strong></p><p><br></p><p>Once the message group is created it will need to be assigned to an entity to determine when this message group is used. Message groups can be assigned to the following entities:</p><p id="isPasted">- End User of the ticket</p><p>- Site&nbsp;</p><p>- Customer&nbsp;</p><p>- Team assigned to ticket</p><p>- Department &nbsp; &nbsp;</p><p>- Mailbox</p><p>- Organisation</p><p><br></p><p>For example, to assign a message group to a customer head to customers (or organisations if you are in an ITSM instance) &gt; select a customer &gt; settings &gt; override organisation details&gt; Message Group, here choose the desired message group.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxN2FmNzAzLTAyNjMtNDgwMC05MmZiLThkYzEwOWExYWI2MCJ9.yP01jZ9meKym8chUc6TUYlQz7IwRSj_3egFSYeHMwow" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 461.989px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 4. Assign message group to customer</span></strong></p><p><br></p><p>Now, when I send an email against a ticket assigned to this customer, it will use this message group.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MDgyODQ0LTM4NDgtNGI1ZC04ZmVjLTg5ZGViZTRkMjE5ZSJ9.a5H8NHSYVM0LkZZaSjVkViqhnCTXW64iVjF-g35x1UM" class="fr-fic fr-fil fr-dib" style="width: 890px; height: 576.69px;" width="888" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 5. Email using branded message groups&nbsp;</span></strong></p><p><br></p><p>But when sending an email on a ticket assigned to a different customer, a different message group, and therefore email template will be used.&nbsp;</p><p><br></p><p>The entity you create message groups for and assign to will depend on the brands you have/use in your instance. For example, if you have different branding for each organisation working out of your instance you will need to create a message group for each organisation then assign each message group to their associated organisation.</p><p><br></p><p><strong><em>Note: The message group used will be determined by the hierarchy of the entity, for example, if a message group is assigned to both a department and a customer, the message group assigned to the customer will be used when sending emails to this customer.&nbsp;</em></strong></p><p><br></p><p>For a breakdown of the message group hierarchy and where to assign a message group to each entity see our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2383/" target="_blank" rel="noopener noreferrer"><strong>Message Group Overrides</strong></a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Brand the Self-service Portal</span></strong></p><p>Your self-service portal can be branded at three levels, globally, at the organisation level and the customer level.&nbsp;</p><p><br></p><p>Customer level branding allows you to have the appearance/branding of the portal to change based on the end user that is viewing the portal. Organisation level branding allows you to to have the appearance/branding of the portal change based on the portal the user logs in to, this is only applicable if you have multiple portals set up.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Global Portal Branding</span></strong></p><p>To set the default portal branding head to configuration &gt; self service portal, here there are various settings to determine how the portal looks.&nbsp;</p><p><br></p><p>For information on the customisation options/settings check out our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1070/" target="_blank" rel="noopener noreferrer"><strong>Self-Service Portal Customisation</strong></a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Customer Level Branding</span></strong></p><p>Customer level branding allows you to have the appearance/branding of the portal to change based on the end user that is viewing the portal. This is useful as allows you to provide users with a portal in line with their branding, rather than yours, typically used by HaloPSA customers to provide your customer a more personalised customer experience. This has the additional benefit of not requiring any additional portals to be set up, you can have a single portal in which the branding changes dynamically based on who is viewing the portal.&nbsp;</p><p><br></p><p>To set customer level branding head to customers &gt; select a customer &gt; settings &gt; override organisation details, here you can configure branding used specifically for this customer.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZDBiMzRhLWQ0M2ItNGJmNC05ZDQ1LWZmMjdjYzk0NTk2MSJ9.wDWs0snjPSVxBlT30z2Jz9u-1FWR4s_ZsW6EpfrW_xg" class="fr-fic fr-fil fr-dib" width="1113" style="width: 1115px; height: 721.471px;" height="721"></p><p><strong><span style="font-size: 10pt;">Fig 6. Customer level portal branding&nbsp;</span></strong></p><p><br></p><p><strong>Override Portal Title</strong> - When checked you will be able to enter a new title for the portal. This will be the name of the tab the portal is open in.&nbsp;</p><p><strong>Override Portal Colour</strong> - When checked you will be able to choose a new portal colour, this will be the colour used to the portal banner.&nbsp;</p><p><strong>Use Customer logo instead of Organisation logo&nbsp;</strong>- When checked, the logo set against the customer profile will be used rather than the organisation logo.&nbsp;</p><p><strong>Portal Logo Override</strong> - Here you can upload a different logo to be used. Allowing the portal logo for this customer to be different to both the customer and organisation logo.&nbsp;</p><p><strong>Portal home screen background image URL</strong>- Here, you can set the background image used for the home screen of the portal.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Organisation Level branding</span></strong></p><p>Organisation level branding allows you to to have the appearance/branding of the portal change based on the portal the user logs in to. If you have <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2330/" id="isPasted" target="_blank" rel="noopener noreferrer">Multi-Tenancy</a> enabled for your instance and a portal set up for each of your organisations, you can set each portal to be branded in line with the organisation it is for. This is useful when each of your organisations offer different services as it allows your users to access different portals based on the services they are requesting and have each portal branded in line with the organisation offering these services.&nbsp;</p><p><br></p><p>The first organisation in your instance will automatically be linked to your default (first) portal, this link cannot be changed so the default portal will always use the branding against your first organisation (if this organisation has portal branding set). If the organisation has no branding set the global portal configuration will be used instead. Your first organisation will be the organisation that appears at the top of your organisation list. Your first portal can be identified by head to configuration &gt; self-service portal, here you can see the portal URL in the &#39;Web portal URL&#39; field.&nbsp;</p><p><br></p><p>To configure organisation specific branding head to configuration &gt; organisations &gt; configure organisations &gt; select an organisation, under the details tab are several settings to set portal branding for this organisation.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZDM2OTcwLTg0ODMtNDdmNy04MGZhLTAwNmFjNTBlZDcwZSJ9.cz-KEC2RGDuCUIi_Swcg53SznFgBFyXJitiAVqRTeiY" class="fr-fic fr-fil fr-dib" width="1293" style="width: 1295px; height: 701.131px;" height="701"></p><p><strong><span style="font-size: 10pt;">Fig 7. Portal branding for organisation</span></strong></p><p><br></p><p id="isPasted"><strong>Portal Title</strong> - Here you can choose the title used for the portal linked to this organisation. The title is the name of the tab the portal is open in.&nbsp;</p><p><strong>Portal URL</strong> - Here, you will need to enter the URL of the portal associated to this organisation. This will be used to populate the variable $-HELPDESKURL when used in tickets/email templates for this organisation. This will NOT link this organisation to the portal. The first organisation in your instance will automatically be linked to the default/first portal so this field will be populated (and cannot be changed) based on the default portal URL.&nbsp;</p><p><strong>Portal Colour</strong> - Here you can choose a new portal colour, this will be the colour used to the portal banner.&nbsp;</p><p id="isPasted"><strong>Portal Logo</strong> - Here you can choose a new portal logo, this will override the logo used on the portal for the portal linked to this organisation. If unset, the organisation logo will be used.&nbsp;</p><p id="isPasted"><strong>Portal home screen background image URL</strong>- Here, you can set the background image used for the home screen of the portal.&nbsp;</p><p><br></p><p>Ensure you configure the branding for each of your organisations.&nbsp;</p><p><br></p><p>Now you have configured the branding used for this organisation you will need to link this organisation branding to the relevant portal.&nbsp;</p><p><br></p><p><strong><span style="font-size: 11pt;">Link organisation to Portal</span></strong></p><p>The first organisation will be linked to the first portal by default, but other organisations will need to be linked to additional portals.&nbsp;</p><p><br></p><p>To do this, head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &gt; select the application for your 2nd portal &gt; Edit, here you can set which organisation&#39;s branding this portal uses.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkMmM1ZDNjLTZhMzQtNGJkZC04MDc3LWM4Nzk0NTQ0YjhlNiJ9.k4M36q9COIoWs9_DWrjWH7Pro949cBr7hHOIj8poG6g" class="fr-fic fr-fil fr-dib" width="938" style="width: 940px; height: 724.583px;" height="725"></p><p><strong><span style="font-size: 10pt;">Fig 8. Set organisation branding the portal uses</span></strong></p><p><br></p><p id="isPasted">Now whenever a user logs into this portal they will see the branding associated with the selected organisation, regardless of any organisation restrictions against the customer.&nbsp;</p><p><br></p><p><strong><em>Note: If portal branding is set against a customer this will override the organisation branding. Meaning when this customer logs into this portal they see their customer-specific branding, but all other customers that log into this same portal will see the organisation branding.&nbsp;</em></strong></p>

<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; 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} 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><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 benefits of using custom buttons and tabs</strong></p><p><strong>- How to create a custom button</strong></p><p><strong>- Create Custom buttons via the API</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1439/" id="isPasted" target="_blank" rel="noopener noreferrer">Custom Buttons</a></strong></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2440/" target="_blank" rel="noopener noreferrer"><strong>Asset Custom Buttons</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">The Benefits of using Custom Buttons and Tabs</span></strong></p><p>This video By Connor from Renada, goes over the use case of using custom buttons and tabs</p><p><iframe width="560" height="315" src="https://www.youtube.com/embed/2hiv9d-wpKc?si=XbfPpVT1RhKoboYN" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe></p><p><br></p><p>Custom buttons can be used to add a host of functionality to various areas in Halo whilst being very simple to configure. You might use custom buttons to:</p><ul><li>Build on the functionality of an existing integration</li><li>Create a basic integration with another web-based application or service</li><li>Add custom shortcuts to existing functions within Halo</li><li><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1630/" id="isPasted" target="_blank" rel="noopener noreferrer">Trigger a runbook</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Adding a New Custom Button</span></strong></p><p>Head to the configuration page and then navigate to &quot;Custom Objects&quot; which is near the end of the list. You&#39;ll see the option for Custom Buttons. If you click on that you will see a list screen, with a drop-down in the top-left to select which type of custom buttons to show. The options include:</p><p><br></p><ul><li><strong>Customer</strong></li><li><strong>Site</strong></li><li><strong>User</strong></li><li><strong>Asset</strong></li><li><strong>Contract</strong></li><li><strong>Item</strong></li><li><strong>Supplier</strong></li><li><strong>Supplier Contract</strong></li></ul><p><br></p><p>Buttons of type &#39;Customer&#39; will show up near the top on the customer record in Halo, &#39;Site&#39; buttons will show on the site record, etc. For example:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlMDFlM2I2LThkNGQtNDFlMS05NzY4LTc0NTM1NTgyYzU4ZiJ9.t4fmL530DBpOYvwkyecHv9lZ2ytPT135B_Tu3BOyxhI" class="fr-fic fr-fil fr-dib" width="748" height="220"></p><p><strong><span style="font-size: 10pt;">Fig 1. Custom Button Example</span></strong></p><p><br></p><p>Select a button type and click &#39;New&#39; to add a new custom button. You&#39;ll then see the following inputs:</p><p><br></p><ul><li><strong>Button Name</strong> - This is the description of the button. This can be anything you choose and is purely used to identify the button in the config list.</li><li><strong>Button Label</strong> - This is the text that will appear on the button itself.</li><li><strong>Button Icon&nbsp;</strong>- This is the icon that will appear next to the text on the button.</li><li><strong>Button use</strong> - This will control what the button is used for. Buttons can either open a chosen link (Open Link) or start a runbook (Start a Runbook) when used.</li><li><strong>Sequence in lists</strong> - This defines the order of the buttons both in the list and the order they appear in the entity.</li><li><strong>Button Colour</strong> - This controls what colour the button will be. If using a custom colour the icon and text colour of the button will automatically change accordingly.&nbsp;</li><li><strong>Open in New Tab</strong> - Defines whether clicking the button opens the URL on in the same browser window, or in a new tab.</li></ul><p><strong><span style="font-size: 12pt;">Buttons to Open a Link</span></strong></p><p>If your &#39;Button Use&#39; is set to &#39;Open Link&#39; the button can open a set link when used. Useful when you would like to use it as a shortcut to navigate to other pages.&nbsp;</p><p><br></p><p>Simply enter the link you would like the button to open in the &#39;URL&#39; field. If you would like this page to open in a new tab select &#39;Open in a new tab&#39; otherwise the agent will be redirected to this page.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmZjNlZTkzLTYzMzQtNDlmOC1iZjQyLTliYzg0MjdjODM2NSJ9.dctCTdZz1b972n9FvxZh4h4gpBJdffeD7Ln5IFT6xfo" class="fr-fic fr-fil fr-dib" width="1270" style="width: 1272px; height: 675.112px;" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 2. Button to open a URL.&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Creating your URL</span></strong></p><p>You can have your button simply open a specified URL, or you can build a URL to open with the assistance of variables.</p><p><br></p><p>For example, you might have a 3rd party Remote Monitoring web application and you wish to add a button to the assets in Halo that opens the monitoring page for the individual asset. You might also have an asset field in Halo that contains the ID number of the asset in the 3rd party application (let&#39;s imagine that the asset field is called &#39;Third Party ID&#39;). To achieve this, inspect the URL of the asset monitoring page in your 3rd party application. You can see in the following example, the URL contains the asset ID 123:<a href="https://monitoring.rmm.com/asset?id=123">&nbsp;https://monitoring.rmm.com/asset?id=123</a></p><p><br></p><p>So in order to replicate this URL for the button on each of your assets, the URL that you&#39;d need to use for the button would be: <em>https://monitoring.rmm.com/asset?id={$AFThird Party ID}</em></p><p><br></p><p>You can view the list of variables that you can use the for the custom URL by clicking on the link within the URL Details of the custom button creation screen:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5Y2FkYTQ0LTFiZGQtNGM5Mi04ZTg5LTYyNDAwOTllODFiOCJ9.f_9jLlVTX9yGNYx7NrA67TIeg6DxYwntltVCHADzawU" class="fr-fic fr-fil fr-dib" width="1158" style="width: 1158px; height: 136.119px;" height="136.119"></p><p><strong><span style="font-size: 10pt;">Fig 3. Button For Viewing List of Dollar Variables</span></strong></p><p><strong>&nbsp;</strong></p><p>Remember to put your variable between curly brackets, such as: {$CFCustomField}.</p><p><br></p><p id="isPasted">You can use custom field variables within the URL to set defaults within the web-app. In previous versions, only the end-user portal will work this way.</p><p><br></p><p>The fields that can be populated in the way are memo, single select, date, and checkbox custom fields, category 1-4, and the ticket&#39;s summary.</p><p><br></p><ul><li>The summary uses the following format: summary=X, where X is the URI encoded value.</li><li>Memo and date custom fields use the following format: customfield_Y=Z, where Y is the custom field ID and Z is the URI encoded text / date value.</li><li>Single select and checkbox custom fields use the following format: customfied_Y=Z, where Y is the custom field ID and Z is the ID of the desired value (for checkboxes this is 1 for Yes).</li><li>Category 1-4 use the following format: category_Y=Z, where Y is the category ID (1-4) and Z is the ID of the desired value.</li></ul><p><strong><span style="font-size: 12pt;">Buttons to trigger an Integration Runbook</span></strong></p><p>If your button use is set to &#39;Trigger a Runbook&#39; you can have your button trigger a chosen runbook. Useful when you would like to be able to trigger <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1630" id="isPasted" target="_blank" rel="noopener noreferrer">runbook automations</a> manually outside a ticket.&nbsp;</p><p><br></p><p>This is available for buttons for the following entities:</p><ul><li>Client</li><li>Site</li><li>User</li><li>Device</li><li>Quotation</li><li>Purchase Order</li><li>Invoice</li></ul><p id="isPasted">This is available from for buttons for the following entities:</p><ul><li>Sales Orders</li></ul><p><br></p><p>Simply choose the runbook you would like to trigger in the &#39;Integration Runbook&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4MjIyOTA2LTI2ZDktNDQ2OS1hZjEwLTJlNDcxNWI2MWViNyJ9.tvotJul9J9muplDmGpF7a0JTdJVAWANLpgVB61NHPi0" class="fr-fic fr-fil fr-dib" width="1270" style="width: 1272px; height: 608.9px;" height="609"></p><p><strong><span style="font-size: 10pt;">Fig 4. Custom Button to trigger integration runbook.&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;"><em>Note: When using a button to trigger a runbook ensure the runbook does not have any <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1630" id="isPasted" target="_blank" rel="noopener noreferrer">event triggers</a> configured.&nbsp;</em></span></strong><em><br></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Button Restrictions</span></strong></p><p><span style="font-size: 11pt;">Agent&#39;s access to custom buttons can be restricted to control who can use which buttons.</span></p><p><br></p><p><span style="font-size: 11pt;">Access Control can be set on each custom button to control who can access it.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwMjRhOTA2LWFiZmItNDNkYy1iNzM0LTMxNDU1ZWE1ZTdjMSJ9.bUphHRgGkuWE_sQpL2A2N7lG39aiDZ-qom5329hu1vI" class="fr-fic fr-fil fr-dib" width="893" style="width: 895px; height: 460.367px;" height="460"></p><p><strong><span style="font-size: 10pt;">Fig 5. Access control for custom button.</span></strong></p><p><br></p><p>When adding access control choose the entity you would like to give access to and the level of access they should have. Agents will only need read only access to be able to use a button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyYWM3Mjc5LTBmNTctNDgxMS04NGNlLTUxNGNmOTY2OTIzOCJ9.d5U7oXCL5_C82XO4A27NbSgi-Q7Olf6V9TPBJE5tbJg" class="fr-fic fr-fil fr-dib" width="643" height="305"></p><p><strong><span style="font-size: 10pt;">Fig 6. Access control for custom button.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Create Custom buttons via the API</span></strong></p><p>Custom buttons (to open a specified URL) can be created via the API, allowing third party tools to create custom buttons for specified entities.&nbsp;</p><p><br></p><p>This allows custom buttons to be added to chosen entities using information that is available in the third party tool, but not available in Halo. Useful when the button link needs to be dynamic based on the instance of the entity it is present on, but the unique information is not available in Halo. For example, when you would like the button to take you to the most recent alert for that asset in the RMM tool. This also allows you to only have custom buttons create on specific instances of an entity, rather than all instances of that entity (e.g. all clients).&nbsp;</p><p><br></p><p>Custom Buttons can currently be created via the API for the following entities (post to the endpoint of the entity you would like to create the button on):</p><ul><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;" data-pasted="true">Client</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Site</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">User</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Item</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Device</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Quotation</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Sales Order</li><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">Purchase Order</li></ul><p><br></p><p>The following properties are used to determine the URL, the label, and the icon for the button (respectively):</p><ul><li data-pasted="true">_match_integration_button_url</li><li>_match_integration_button_caption</li><li>_match_integration_button_icon</li></ul><p><br></p><p data-pasted="true">The following properties are used to determine the URL, the label, and the icon for the button (respectively) when you would like to create multiple buttons per entity. When looking to create multiple buttons per entity you will need to POST to the Externallink endpoint:</p><ul><li data-pasted="true">url_for_linked_entity</li><li>url_for_linked_entity_caption</li><li>icon_for_linked_entity_caption</li></ul><p><br></p><p><br></p>

<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>- Adding Ad-hoc Products</strong></p><p><strong>- Receiving Stock of Generic Products&nbsp;</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Ad-hoc Products</span></strong></p><p>When Creating Quotes and Orders, you can add an Ad-Hoc Product. This feature allows you to specify the product description for each line added. In the below example <strong>(Fig 1)</strong> I have clicked the button &quot;Add Generic Product&quot; and then I have added the product with description &quot;Ad-Hoc Product&quot;:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0M2ZjMmEwLWM1ZjEtNGIyMS1iM2Y4LWU1ZTMwNjA2YzMzMCJ9.LYEeYcLBI4v0lvRs9PuMvsxMg1WJg3qM8Htst43E_QA" class="fr-fic fr-fil fr-dib" width="994" style="width: 996px; height: 423.994px;" height="424"></p><p><strong><span style="font-size: 10pt;">Fig 1. Adding a Generic Product to a Quote</span></strong></p><p><br></p><p>This will be useful for adding in certain products or services that are non-standard to your inventory. To configure this, there is an option at the top of the configuration settings for Quotations, Sales Orders and Purchase Orders for setting a default Product against this Ad-Hoc feature. Any product can be picked as the ad-hoc product:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMmViZmY4LWNkMmEtNGJiYi05ZWNkLTI3NDk2MjU1MTI5YSJ9.0gaApem0w3TVABIxldnzQgRi1bBQ1ltgCA7eHsg4twE" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 356.718px;" height="357"></p><p><strong><span style="font-size: 10pt;">Fig 2. Miscellaneous Product Code for Quotes and Sales Orders (Configuration &gt; Quotations, or Configuration &gt; Sales Orders)</span></strong></p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>If the dropdown for this miscellaneous product is changed on the quotation configuration page, it will update on the other config pages. I update the quotation config, by doing this, the purchase and sales order config pages will also update to have the same product:<br></em></strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ODc3MjRmLTMwNDEtNDBkOC05NzYzLWZlODUwMjI5NmFjNSJ9.wlBeb2AVBxEG2Jt9ZDmFG1qtMEdsI_Q59ARaqVGY2TI" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 116.509px;" height="117"></p><p><strong><span style="font-size: 10pt;">Fig 3. Miscellaneous Product Code for Purchase Orders</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Receiving Stock of Generic Products&nbsp;</span></strong></p><p>The stock for the Ad-Hoc Products will be the stock of the Product set on these single select fields shown in <strong>Fig 2 and 3.</strong> If there are no Ad-Hoc Products in stock, you can receive stock from the Product Page, so in this case I received stock for the &quot;Generic Product&quot; and set the cost to 0, as we can set the cost and price when adding the Product onto the quote/ order.</p><p><br></p><p>The Generic product:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1ZTA5ZTI5LTIyZWEtNDJlNC04NmJkLTRmZjRjYmQzZjZhOSJ9.AjFYqDmEfNdCWIanrhDY2wyuLyDlnmtJ2F7ILjn8PSY" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 524.393px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 4. The Generic Product&#39;s Page</span></strong></p><p><br></p><p>Now when you add an Ad-Hoc Product to i.e. a Sales Order, you can set the description, stock location, cost. Just the same way you do with any other Product.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2Njg1MjRiLTBlNmItNDdhYi05MWQ3LTJkYWMzZjgzYjU1YSJ9.d4LFcg-_Gnt0OWc4eZIu5y-32TLn06aNN5sUWwHA0kc" class="fr-fic fr-fil fr-dib" width="506" height="732"></p><p><strong><span style="font-size: 10pt;">Fig 5. Adding an Ad-Hoc Product to a Sales Order</span></strong></p>

<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 are Step Rules?</strong></p><p><strong>- Creating Rules</strong></p><p><strong>- Example Rules</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1820/" target="_blank" rel="noopener noreferrer"><strong>Rules</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/933/" target="_blank" rel="noopener noreferrer"><strong>Modifying and Adding Workflows</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Step Rules?</span></strong></p><p>Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets or throughout the ticket. They apply the same way ticket rules do, and are configured as ticket rules as well, just on the workflow instead of the ticket itself.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Rules</span></strong></p><p><span style="font-size: 11pt;">Here is a workflow to demonstrate this on. Each box within the flow chart of this workflow is a &quot;step&quot;, and each can have its own step rules applied.</span></p><p><br></p><p><span style="font-size: 11pt;">To go to the workflow you want to apply a step rule to, go to Configuration &gt; Tickets &gt; Workflows &gt; click into the workflow of your choosing.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0MzhmNjMxLWE0OTgtNDYzMi05YmU4LThjZGViMzJkYWNjYSJ9.j848571X5fnAI6s7CkXgzPPgMhpU4Xr0yxc09wvoDZ0" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 444.114px;" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 1. Change Management workflow flow chart</span></strong></p><p><br></p><p>First, click the Edit button that appears in the top left.&nbsp;</p><p><br></p><p><strong><em>Note: It is recommended to Clone the workflow before making any edits to it. This means the workflow can be tested before applying the changes to your current tickets. You can change the workflow from the old to the new within the Defaults tab of the Ticket Type &gt; &quot;Start a Workflow&quot;.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMDE5MGI0LWU0ZTUtNDZkMy04MWVlLWE4ODFjYTU0MDk5OCJ9.VIWjvtFNesTqO-M375xmmzK-PY01ztt2GY9JMTVvpvU" class="fr-fic fr-fil fr-dib" width="435" height="202"></p><p><strong><span style="font-size: 10pt;">Fig 2. Edit and Clone buttons on a workflow</span></strong></p><p><br></p><p>Once you are in the below edit screen, click the pencil icon in the top right corner of the step you wish to add a step rule to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5N2IwMzE0LWIxMzMtNGViNy1hZmZmLTU2MGRmYzkyMzQxZSJ9.Ae1azJo3mbV1NN8YsrnTldUMLHSaotGCr3QFkjTypho" class="fr-fic fr-fil fr-dib" width="241" height="102"></p><p><strong><span style="font-size: 10pt;">Fig 3. Workflow step with the pencil/edit button</span></strong></p><p><br></p><p>Scrolling down on the screen, you will see the below box. This is where we will add our step rules. Click the Add button in the top right.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlOGRhM2MzLTI3MDUtNGU3MS05N2IyLTFmZjRiYjAzOWM4NSJ9.ToeQa084hqxwKMh_AplO526U4EX-1X1FU7p9FR_Kj3Q" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 291.356px;" height="291"></p><p><strong><span style="font-size: 10pt;">Fig 4. Step Rules table</span></strong></p><p><br></p><p>Here you will see the below screen, which will be creating a New Ticket Rule that will only apply to this step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMTEyNTUwLTliMjktNDA1MC05ZDJiLWY2NjZmOGU4NTc2ZCJ9.ucP0d8e03XWuoRul_81gOkUxZvDsF534BfQPkLs6HfA" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 483.865px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 5. New Ticket Rule screen</span></strong></p><p><br></p><p>This works the same way as configuring ticket rules normally does. You can set the criteria and Outcome areas. For more details on ticket rules, check out the guides linked at the top of this guide.</p><p><br></p><p><strong><span style="font-size: 14pt;">Example Rules</span></strong></p><p>Let&#39;s set up a step rule together. On my Change Management workflow, I may want change requests of a certain category to be prioritised - i.e. if security threats needed a change, it would likely be a high priority!</p><p><br></p><p>Creating a step rule with the Criteria of Category...</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NDZmZmEzLWUzYmItNGMxMC05YTBkLTg4YTRjNTE1NWEzZiJ9.qKsGU-I9L6yhhX_g0yh9_LgB08YxZ8WWzGdgZF9WpUA" class="fr-fic fr-fil fr-dib" width="658" height="279"></p><p><strong><span style="font-size: 10pt;">Fig 6. Setting the Criteria as Category</span></strong></p><p><br></p><p>Contains.. Security Threats.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkMmEzZmVlLWNhOTEtNGFiYy1iMjE3LWVlZTQ1ODUxNzk1OSJ9.M1fdmCazdORC7CwF0pPcCyUJXBPmoyJiYKOZ1ZrFYPw" class="fr-fic fr-fil fr-dib" width="656" height="321"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Setting the criteria for the Category rule to apply</strong></span></p><p><br></p><p>I could then have it assigned to a member of 3rd Line Support to get this complete as soon as possible.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkOWFjYzg1LWNiNzMtNDhiNy05OWQ2LWRhYjgyNTI1ODYxZiJ9.XNs2XfBaoC3iuyJm_UD2F3Qwf3pankTzL7MQgSDaTcE" class="fr-fic fr-fil fr-dib" width="184" height="138"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting the Outcome as assigning to 3rd Line Support Team</span></strong></p><p><br></p><p>Once I have saved this, it will now appear in the step rules table. Scroll to the bottom, press Save again. Finally, press Save in the top left of the workflow itself.</p><p><br></p><p>You now have a workflow with your new step rule!</p>

<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 are project hierarchies?</strong></p><p><strong>- How does the project hierarchy affect ticket functionality?</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Project hierarchies?</span></strong></p><p>Project hierarchies are used to determine if a project ticket is classed as a &#39;Project&#39; or a &#39;Project task&#39;. Projects are used to organise project tasks, with many project tasks belonging to a single project.&nbsp;</p><p><br></p><p>The project hierarchy of a project ticket is set against the ticket type. To change/check the project hierarchy of a ticket head to configuration &gt; tickets &gt; ticket types &gt; select a ticket type that has &#39;use&#39; project. Any ticket types that have the &#39;use&#39; of projects will have an additional option to set a project hierarchy.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxOTU4YzE1LTBmYzAtNDMwZi1hNDBmLWE4MjQ2OGVkZDUzYiJ9.NZVffYYlRJdyXRVJCyhNmOGHiemlaRVRMCa_68nhlEg" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 572.569px;" height="573"></p><p><strong><span style="font-size: 10pt;">Fig 1. Ticket type with &#39;Use&#39; projects</span></strong></p><p><br></p><p>To change the project hierarchy simply use the dropdown in the &#39;Project Hierarchy&#39; field.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How does the project hierarchy affect ticket functionality?</span></strong></p><p><strong><span style="font-size: 12pt;">How child tickets appear</span></strong></p><p>When a child ticket is created under a project ticket, the tickets will appear under different tabs of the project based on their project hierarchy.&nbsp;</p><p><br></p><p><strong>Hierarchy &#39;Projects&#39;</strong> - Appear under the projects tab&nbsp;</p><p><strong>Hierarchy &#39;Project Tasks&#39;</strong> - Appear under the project tasks tab&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyN2E1NjEwLTZkMzgtNGMxZi04ODk3LTE0ZjA2N2NhMDU0ZCJ9.xSd6nVSRRMsl5blvuCWm1pY8sUFw7-Ls5YECqL5qpxk" class="fr-fic fr-fil fr-dib" width="519" height="418"></p><p><strong><span style="font-size: 10pt;">Fig 2. Project tasks tab</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkYmUzMDEzLTg5MDktNGU2Ny05OTNlLWMwZWY5Yzc5Yjc3OSJ9.LM-_Uq-lsigfh3U5e6Ke1O7PeiRxCsSHZqk_X7rPmvs" class="fr-fic fr-fil fr-dib" width="711" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 3. Projects tab</span></strong></p><p><br></p><p>This allows you to create sub-projects under an existing project and have these sub-projects stored separately to the tasks for the current project.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Billing</span></strong></p><p>The project hierarchy is primarily used to determine how the project is invoiced. Tickets with &#39;Project&#39; hierarchy have higher billing precedence, meaning that other (project task) tickets will be included in their billable time, but project tasks cannot include billable time for project tickets.</p><p><br></p><p>Tickets with the &#39;Project&#39; hierarchy will appear under the &#39;project&#39; section of ready for invoicing. When invoices are created for these tickets the invoice will include all the billable time against the project ticket and the project tasks under this project ticket.&nbsp;</p><p><br></p><p>Whereas if you create an invoice for a single ticket that has hierarchy &#39;Project Task&#39; the invoice will only include billable time against the chosen ticket.&nbsp;</p><p><br></p><p>This is important to consider when setting up project tickets. If you are creating a &#39;Project&#39; ticket under an existing &#39;Project&#39; ticket, the &#39;sub-project&#39; will be billed as part of the main (grandparent) project. When creating the invoice only the grandparent project ticket will appear in &#39;Ready for invoicing - Project&#39;. When you create an invoice from the grandparent ticket all the labour on all the projects and project tasks under this ticket will be billed on the same invoice.&nbsp;</p><p><br></p><p>If you would like the &#39;sub-project&#39; to be invoiced separately you will need to filter the results in the &#39;projects&#39; area of ready for invoicing by the project ticket ID, then select all the labour (child ticket) entries and create an invoice.&nbsp;</p><p><br></p>

<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>- Changing Quotation Statuses</strong></p><p><strong>- System Uses on Statuses</strong></p><p><strong>- Making Quotes not able to be edited</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Quotation Statuses?</span></strong></p><p>Every quotation in Halo has a &#39;status&#39;, this is used to help agents determine what the current status of a quotation is, and will control where the quotation appears in the &quot;Quotes&quot; section of the &quot;Quotes and Orders&quot; module. Quotation statuses can be changed against quotes manually, but can also change automatically after certain events, such as a quote being accepted by a user.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjYTBmMDQ3LTQ0NzItNGUxNC04YTFiLWViZDRlM2I3Y2M0ZiJ9.BcXyuFVUiv79Exg9EQYcmcu6sSf7AjE00AzKRsfd_R0" class="fr-fic fr-fil fr-dib" width="1388" style="width: 1390px; height: 616.329px;" height="616"></p><p><strong><span style="font-size: 10pt;">Fig 1. Quotation Status.</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Changing Quotation Statuses</span></strong></p><p>Quotation statuses are configured out of the box, these do not need to be changed but can be customised and new ones created if needed. To view quote status configuration head to Configuration &gt; Quotations &gt; General Settings &gt; Quote Statuses.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhOTA3OTdmLTgzOTQtNGJhMS05NmIwLWIwNGI0MjU5ZGUxNiJ9.DT6ASd-4mV0DcUIN4CKcpWqgYd10K4D-tRPp87ZioM4" class="fr-fic fr-fil fr-dib" width="1483" style="width: 1485px; height: 367.366px;" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quotation Statuses.</span></strong></p><p><br></p><p>When editing a quotation status the following options are available:</p><ul><li><strong>Name:</strong> Name of the quotation status.</li><li><strong>Disable Editing when this status is selected:</strong> When enabled, the quotation will not be able to be edited when this status is set.</li><li><strong>Hide Quotes from end user when this status is selected:</strong> When enabled, the quotation will be hidden from the end-user when using this status.</li><li><strong>Users cannot Accept/Reject Quotes when this status is selected:</strong> When enabled, users cannot accept or reject the quotation until another status is selected.</li><li><strong>Hide Quotes from Ticket/Sales details when this status is selected:</strong> When enabled, quotes with this status will be hidden from the linked &quot;Quotes, Orders &amp; Invoices&quot; on the ticket they are associated with.</li><li><strong>Exclude this status from the quote expiry scan (v2.244+):</strong> When enabled, this status will be ignored by the Quote expiry scan. On previous versions this was determined by the Quote Status lookup ID.</li><li><strong>System Use:</strong> This sets if the status acts if the quotation is closed, accepted or no use. This dictates which area of the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2300" data-pasted="true" target="_blank" rel="noopener noreferrer">quotes and orders module</a> the quote shows in.&nbsp;<ul><li>No System Use - Statuses with this system use will not impact where the quote appears.</li><li>Closed - Statuses with this system use show in the &quot;Closed Quotes&quot; section of the Quotes and Orders module.</li><li>Accepted - Statuses with this system use show in the &quot;Requires Processing&quot; section of the Quotes and Orders module.</li></ul></li><li><strong>Active:</strong> When enabled, the status is available for use.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyZGUxZWIzLTc3ZTEtNGZmZi05OTYwLTgxMDAwZTYyYjA3YiJ9.99UwtIn3g3JcGSx67ADhEVmC-Dh-nYAKyLHY-IOIqzs" class="fr-fic fr-fil fr-dib" width="449" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 3. Editing a quotation status.</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">System Uses on Statuses</span></strong></p><p><br></p><p>System uses are set on quote statuses to dictate where they show in the quotation area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4ZTVhNjYyLWI1MWUtNGJhMS04NWMzLTY3N2RlZTQ3OGM5NCJ9.Sxw-T1qCxpdE2aWisMRNlqS7PxIdJ4Hqei1rRq0gfBw" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 595.581px;" height="596"><strong><span style="font-size: 10pt;">Fig 4. &quot;System use&quot; can be set to closed to move quotes of that status into &quot;Closed Quotes&quot;</span></strong></p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5NTU0NTdiLWIwNGUtNDc1MS04MTFjLTlmM2Q1Nzg4ZThjYyJ9.42Kf3F5_yyDqqfPRJ1R2B3_2jHkqqCFHORsxzR44erY" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 379.337px;" height="379"></p><p><strong><span style="font-size: 10pt;">Fig 5. Accepted Quotes now appear in Closed Quotes</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Making Quotes not able to be edited</span></strong></p><p>There is also the option to stop quotes being edited, which can be set per status, as shown in <strong>Fig 4</strong>.</p><p><br></p><p>If technicians are approving quotes on behalf of customers, and the following setting has been enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmMTkxMDhkLTk1OTEtNDM5Yi04ZmU4LWM3N2JkMWQxMDdiYiJ9.t8HTp0g1ZyCvzM0tWxyO4Bn2_5erSSnmxYfB8H0RL0g" class="fr-fic fr-fil fr-dib" width="772" height="160"></p><p><strong><span style="font-size: 10pt;">Fig 6. Quotation setting to automatically create the SO when the quote is approved.</span></strong></p><p><br></p><p>You will need to change the quote &quot;Accepted&quot; status to a system use of &quot;Accepted&quot;, rather than &quot;close&quot;, or else the sales order will not generate from the quote being approved.</p>

<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 are stock locations and Bins?</strong></p><p><strong>- Creating stock locations and Bins</strong></p><p><strong>- Moving/transferring stock</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are stock locations and Bins?</span></strong></p><p>Stock locations and bins are the areas in which your stock is stored. Sites in Halo can be set to be a stock location, this location may contain various bins that the stock is stored in. This allows you to effectively track and organise the stock you have.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating stock locations and Bins</span></strong></p><p>Sites in Halo can be marked as stock locations. The sites you mark as stock locations will depend on where you have stock stored.&nbsp;</p><p><br></p><p>If all your stock is kept at one site/location, perhaps you have a &#39;stock room&#39; at one of your office, this site would be marked as a stock location, but no other sites would. You can then use stock bins to organise/track the specific location of certain items at this site. If all your stock is kept at a location separate to any of your agents/users, perhaps at a warehouse you can create a separate site (perhaps called &#39;Warehouse&#39;) and mark this site as a stock location.&nbsp;</p><p><br></p><p>If you have stock stored across multiple sites you will need to mark each site that contains stock as a stock location. You can then use stock bins to organise/track the specific location of certain items at this site.&nbsp;</p><p><br></p><p>As a general rule any site that has stock stored there will need to be marked as a stock location.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Marking a site as a stock location</span></strong></p><p>Head to a site profile &gt; edit &gt; in the &#39;details&#39; pane against the site you will see a checkbox &#39;This Site is a Stock location&#39;. When enabled stock will be able to be stored at this site.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1ZmZiYmJlLTEyMjUtNDBiMC1iYzY4LThjZjhmMTllYTczNCJ9.iPfjcnTsb0IwGrzhLzIpo87Osb1TSY5122h6kz0Uwnc" class="fr-fic fr-fil fr-dib" width="1435" style="width: 1437px; height: 561.273px;" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 1. Mark site as stock location&nbsp;</span></strong></p><p><br></p><p>The site can be un-marked as a stock location by unchecking this box. However, if there is stock assigned to this site you will not be able to un-mark the site as a stock location until the stock have been transferred to a different site and there is no more stock being stored here.&nbsp;</p><p><br></p><p>You will notice there is also an option to set &#39;Stock location sequence&#39;, the sequence number entered here will determine where this stock location appears in lists. The smaller the number the higher in the list it will appear.&nbsp;</p><p><br></p><p>Now an additional tab will appear under the site titled &#39;Stock&#39; here you can see all the items that are being stored at this site.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Stock Bins</span></strong></p><p>If you would like to use bins in addition to stock locations to organise stock you will need to enable this globally. Head to configuration &gt; items and stock control, see &#39;Allow selection of Site Bins in addition to Sites for stock locations&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MGI1NTk0LTAyNDYtNDdjMi1iMDk2LTI4MDk0NDQxMWZjYSJ9.jMpzysbJls8fc-8DH3tRqzBMzwassC1b6sI3sYinnKU" class="fr-fic fr-fil fr-dib" width="578" style="width: 580px; height: 307.003px;" height="307"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable stock bins functionality</span></strong></p><p><br></p><p><strong><span style="color: rgb(226, 80, 65);">Important: Enabling this functionality is permanent and cannot be undone&nbsp;</span></strong></p><p><br></p><p>Once this is enabled an additional tab will appear against all your sites that are stock locations called &#39;Stock Bins&#39;. Here you can create bins that stock will be stored in against this site.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2YjNlMGMyLTM3ZjAtNDQzMy1hMmUzLTc0YmI2MGNhZWFkYSJ9.NaNiPol5nvfV_MO9JvlekpViH8NG2CZZQFyHu53ZG5o" class="fr-fic fr-fil fr-dib" width="1520" style="width: 1522px; height: 630.247px;" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 3. Stock bins against site</span></strong></p><p><br></p><p>When stock bins are first enabled a &#39;Default&#39; stock bin will be created, any existing products at this site will be stored under this bin.&nbsp;</p><p><br></p><p>You will also have an option to assign a parent bin to a stock bin. This just provides an additional level of organisation to your bins.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Moving/Transferring Stock&nbsp;</span></strong></p><p>Once you have your stock locations and bins setup you can begin to organise your stock by location.&nbsp;</p><p><br></p><p>To complete a stock transfer head to products &gt; select a product, here you will see the &#39;Stock Transfer&#39; button against the product.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiOWZkNTA2LTY3ZjMtNDRhYy1hNjRjLTNlNjczNzMwOTY4MSJ9.PvFsiILtEM4AQX6E7q59a3eSqo41Ln4AyNWzhhkZefM" class="fr-fic fr-fil fr-dib" style="width: 901px;" width="988" height="536"></p><p><strong><span style="font-size: 10pt;">Fig 4. Stock transfer button</span></strong></p><p><br></p><p>When completing a stock transfer you can choose which stock location and bin to transfer the stock from, then which stock location/bin to transfer the stock to.&nbsp;</p><p><br></p><p>Now if we look at the &#39;Stock&#39; tab for this product you can see how many of this product you have in stock and which stock location/bin this is located at.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2MmZlZTA2LWMzZTQtNGZlYy05MDU3LTE2NzNkOWU3MzNmNiJ9.XH_z95wjOqlRFXtbIqYfQY-TLe_WeXF8hpVjfyeiik4" class="fr-fic fr-fil fr-dib" width="1263" style="width: 1265px; height: 611.836px;" height="612"></p><p><strong><span style="font-size: 10pt;">Fig 5. Stock for item&nbsp;</span></strong></p><p><br></p><p><br></p><p><br></p>

<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><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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- eInvoicing</strong></p><p><strong>- How to embed an XML Attachment to an invoice PDF</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">eInvoicing</span></strong></p><p>Commencing January 1st 2025, the European Union will begin to implement eInvoicing.</p><p>Compliance for this will be optional for 1 year.</p><p>Commencing January 1st 2026, eInvoicing will be made mandatory for all customers in the EU. This will be any clients hosted on our DE server group.</p><p><br></p><p>More information can be found on the EU official eInvoicing page: <a data-fr-linked="true" href="https://ec.europa.eu/digital-building-blocks/sites/display/DIGITAL/eInvoicing">https://ec.europa.eu/digital-building-blocks/sites/display/DIGITAL/eInvoicing</a></p><p><br></p><p>This functionality is available as of v2.170 and will be available on all Stable builds by January 1st 2026 to comply with the regulations.</p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>How to embed an XML Attachment to an invoice PDF<br></strong></span></p><p>This functionality can be used when you are required to have invoice details in an XML format embedded into your PDF invoices.&nbsp;</p><p><br></p><p>The XML template we provide is based on the EN16931 specification&#39;s &#39;Basic&#39; template. Please note that you may need to adjust this template to match your required specification.</p><p><br></p><p><strong><span style="font-size: 12pt;">Customising the XML template</span></strong></p><p>To customise the template that is is used for the invoice head to configuration &gt; reporting &gt; PDF templates &gt; change the entity to &#39;Invoice XMLs&#39;.&nbsp;</p><p><br></p><p>Here, you will see the default XML Template, you can either edit this template, or create a new one. Select the template you would like to edit, head to the &#39;XML attachments&#39; tab and edit the line in the table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2N2Y1ZmQ0LWI5YmQtNGQzOC1iYTEyLTA4MTBkNDkwNDYxZiJ9.6TuNVm1sqVNi3FFKvlpicObETg-gsyAmcW8B_FXHHM0" class="fr-fic fr-fil fr-dib" width="1445" style="width: 1447px; height: 596.379px;" height="596"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 1. Edit XML invoice template</span></strong></p><p><br></p><p>Now you will be able to see the XML for the template. This already includes variables such as $-INVOICEDATE, $-INVOICETOTAL, $invoiceaddress1 to pull through the key details of the invoice , but additional variables can be added in here to pull though more data if required. To see a list of available variables select the &#39;View $-variables&#39; button on the template configuration page.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkOGVlN2RkLWUxMzgtNDdmOC05MDk2LWVhMGM0MDBjOWQ2NyJ9.WB0sioWoSKTUmKA0uKEtwJNMIPu9wuGRxs-ABnCjJNY" class="fr-fic fr-fil fr-dib" width="1632" style="width: 1634px; height: 800.692px;" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 2. XML for template</span></strong></p><p><br></p><p>XML for invoice lines can be set under the &#39;Invoice line XML&#39; section of the editor. The variable $-INVOICEXMLLINES &nbsp;can be used to pull through this XML. &nbsp;</p><p><br></p><p>XML for Tax codes can be set under the &#39;Tax detail XML&#39; section of the editor. The variable $-TAXXMLDETAIL can be used to pull through this XML. &nbsp;</p><p><br></p><p>Once you are happy with your template save the editor screen and save the overall template.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Apply an XML template to an invoice PDF</span></strong></p><p>In order for an invoice PDF to have the invoice details in XML format embedded against it, an XML template must be set against the invoice template being used.&nbsp;</p><p><br></p><p>Head to configuration &gt; reporting &gt; PDF templates &gt; change the entity to invoices &gt; select a template, edit the page and under the details tab you will see the setting &#39;XML Attachment Template&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMzU5MWQzLTAzODEtNGI5NC05MzYzLTI1MDk0YzY3YjllMCJ9.TkBlPeYjNc8npYvWIkbUTnCM3z8zKNEB2iAnE4Thve0" class="fr-fic fr-fil fr-dib" width="1432" style="width: 1434px; height: 830.855px;" height="831"></p><p><strong><span style="font-size: 10pt;">Fig 3. Assign XML template to invoice PDF template</span></strong></p><p><br></p><p>Here, set the XML template you would like to use, hit save.&nbsp;</p><p><br></p><p>Now, when you generate an invoice PDF (using this PDF template) it will automatically have the XML template added as an embedded XML attachment.&nbsp;</p><p><br></p><p><strong><em>Note: only specific PDF readers can show attachments embedded in a PDF. For example, you can see them in Adobe, but you cannot in native readers in browsers.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Display a warning when there is a discrepancy between the Total tax or Revenue on the PDF and XML (<strong id="isPasted">recommended)</strong></span></strong></p><p>This can be used for additional monitoring, we recommend this is enabled.</p><p><br></p><p>Head to Configuration &gt; Billing &gt; Invoice Creation, enable the setting &#39;Enable XML Attachment generation warnings&#39;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZDUyOGRhLTJhOTctNGJhNS05YzJiLWE5OGVmYTQzZGYwNCJ9.4zjT45snotCDbJoHwgwa5T5Cov_dINEo-ou0GBXQceU" class="fr-fic fr-fil fr-dib" width="476" height="233"></p><p><strong><span style="font-size: 10pt;">Fig 4. Enable XML Attachment generation warnings</span></strong></p><p><br></p><p>Once enabled, a pop up message will appear if there is a discrepancy between the total tax or revenue on the invoice PDF and the invoice XML. This will be checked each time an invoice PDF is generated.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYzZiMGJjLTFjZjQtNDg1ZC04NGQyLWEzYjcxZmQ1NjBhYSJ9.leEjZOPmYB_4WitY5ApYZiZwhkm-Ts5iE04FPfTxpmg" class="fr-fic fr-fil fr-dib" width="832" style="width: 834px; height: 136.182px;" height="136"></p><p><strong><span style="font-size: 10pt;">Fig 5. Pop up warning for discrepancy between the total tax or revenue</span></strong></p>

<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>Halo has an integration with SuperOps RMM. The guide below goes through how to connect with Halo and how to sync asset types, etc and there is also a video attached to the written guide.</p><p><br></p><p><a href="https://support.superops.com/en/articles/6834290-integrating-halopsa-with-superops-ai" rel="noopener noreferrer" target="_blank"><strong>Integrating HaloPSA with SuperOps.ai</strong></a>.</p>

<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 id="isPasted">Configuration &gt; Organisations &gt; Select Organisation</strong></p><p><br></p><p><strong id="isPasted">This is the settings Tab of an organisation, you can choose what FAQ Lists the Agents have access to.</strong></p>

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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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><u><span style="font-size: 18pt;">Top Bar</span></u></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 18.5818%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 48.0849%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;">Edit</td><td style="width: 18.5818%;">Button</td><td style="width: 48.0849%; text-align: left;"><span id="isPasted" style="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: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(250, 250, 250); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Enables edit mode, and saves changes made.</span><br></td></tr><tr><td style="width: 33.3333%;">Change Logo</td><td style="width: 18.5818%;">Button</td><td style="width: 48.0849%; text-align: left;">Opens up a menu for uploading an image to use as a Logo for the Organisation.</td></tr></tbody></table><p><strong><u><span style="font-size: 18pt;">Settings</span></u></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3674%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 18.3811%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 48.2856%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3674%;" id="allowall_tickettypes">Allow use of all Ticket Types</td><td style="width: 18.3811%;">Checkbox</td><td style="width: 48.2856%; text-align: left;">When checked, all Ticket Types will be allowed to be used by the Organisation. When unchecked, a multi-select list will be presented for defining &#39;Allowed Ticket Types&#39;, which will act as a whitelist for ticket types.</td></tr><tr><td style="width: 33.3674%;" id="allowed_tickettypes">Allowed Ticket Types</td><td style="width: 18.3811%;">Multiple Selection</td><td style="width: 48.2856%; text-align: left;">Here values can be listed from all existing Ticket Types, those that are selected will be the only allowed to be used by members of this organisation.&nbsp;</td></tr><tr><td style="width: 33.3674%;" id="faqlists">FAQ Lists that Agents can see and manage</td><td style="width: 18.3811%;">Multiple Selection</td><td style="width: 48.2856%; text-align: left;">A whitelist where FAQ lists can be added to a list of those that the Agents in this Organisation can see. Any FAQ lists marked as &quot;Show for everyone&quot; will ignore these restrictions.</td></tr><tr><td style="width: 33.3674%;" id="faqlists">Self Service Portal Chat Profile Override<br></td><td style="width: 18.3811%;">Single Select</td><td style="width: 48.2856%; text-align: left;">Here you can select which chat profile is used for this organisation. This overrides the global chat profile set for the portal, but can be overridden at customer level.&nbsp;</td></tr></tbody></table><p><br></p>

<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><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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting up Chevron view</strong></span></p><p><span style="font-size: 11pt;"><strong>- Editing the Workflow</strong></span></p><p><span style="font-size: 11pt;"><strong>- Using on a Ticket</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked on.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting up Chevron view<br></strong></span></p><p><span style="font-size: 11pt;">To enable the chevron view navigate to Configuration &gt; Tickets &gt; General Settings:</span></p><p><span style="font-size: 12pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1OTUxZGM0LThkMGMtNDNiZi1iZjNmLTM4NmY4MzU0OTYwNiJ9.V_P6FmfDmSfzyKQ1FkWQ4rb7wh9IGfZicb6-hiinjww" class="fr-fic fr-fil fr-dib" width="509" height="116"></span></p><p><strong><span style="font-size: 10pt;">Fig 1. Workflow Progress Visual Setting Found in Tickets General Settings</span></strong></p><p><br></p><p>You can also set whether the start date or end date of the stage shows (The date when the stage commenced, or the date when the stage was finished), this is a dropdown option that becomes visible when you have the above dropdown set to chevron view:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyZjIzNDkxLTA4YWItNDkyMS1iNDQxLTI4NWIyODMxZTQ4NCJ9.C-KN_gjCrF1t2dQ9pnhj__GOkP_BaR9koqhLgOSp69w" class="fr-fic fr-fil fr-dib" width="402" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting the Start or End Date for the Stages Displayed on the Ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Editing the Workflow</span></strong></p><p>Stages are a feature where each step can belong to a Stage. The Stage that a workflow is at can then be indicated on a Ticket, via the chevron view. To configure the workflow step change, when clicking into a stage on the chevron view, we must edit the details tab of the workflow (The actions which can be executed during the step change, are restricted to actions that are allowed at all steps)</p><p><br></p><p>Navigate to the details tab of your workflow, in this example, a problem management workflow has been used, where the use case is that the agent has initially moved to the &quot;Root Cause Identified&quot; step, but has later realised the root cause hasn&#39;t actually been identified yet:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViZDRhOWViLWY5ZjUtNGQyZS04ZjcwLWFhMzM4Y2Q5ODQ1NyJ9.5FMK45fQwHh7MO7zqQcoNjwOtop0BKflGUyIDZ0jANY" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 470.344px;" height="470"></p><p><strong><span style="font-size: 10pt;">Fig 3. Example Workflow for Moving Step</span></strong></p><p><br></p><p>In order to reverse this mistake, we can add in the step to move to from the details tab of the workflow. For example if we are currently on the &quot;Root Cause Identified&quot; Stage, we will be able to move back to the &quot;Investigation&quot; Stage when the agent realises their mistake:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5ZWYxNzg1LTg0YWEtNDc4Ny1hMGYzLWRkNjMyYzJjYjdkNCJ9.tVRkOdfe1wxdarMOpqCx_8CJ0jeyA51E_L-XCJqtRSU" class="fr-fic fr-fil fr-dib" width="905" height="769"></p><p><strong><span style="font-size: 10pt;">Fig 4. Update Stage Based on The Real Time Situation of the Ticket</span></strong></p><p><br></p><p>When in the edit view of the Details tab of the workflow, you can set the action to use (This must be an action that can be used at any step of the workflow:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiNTZhYjcwLWRiMTMtNGE4NS1hMGU5LTI2Zjg5Mzk3NTQ2NCJ9.syw8F6icMAif_2uqhxp0b-qmuCbBkOv5LmesfeZY5qc" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 108.279px;" height="108"></p><p><strong><span style="font-size: 10pt;">Fig 5. Agent Actions allowed at any Step</span></strong></p><p><br></p><p>Now editing the workflow stage and adding the action to perform, we can configure the workflow step change, when clicking into it from the chevron view. In this situation, I will add a step change for the &quot;Investigation&quot; stage, this will allow agents to click into this stage, perform a private note, which will then allow the step to update:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjOGE5ZGVkLTI0YTktNDhiZS1iNjVlLTA5ODg3ZWExMDA2NyJ9.HGvCrpmZ8Pn5sWrQMuNgQRXCgj3M2_1hSTuR9DMymac" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 713.443px;" height="713"></p><p><strong><span style="font-size: 10pt;">Fig 6. Editing the Stage to add a Step to Move to After Performing the Private Note Action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using on a Ticket</span></strong></p><p>This is how our Chevron view displays on the ticket:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwOWI2NThlLWRhZWItNDg1MS05MjhlLTAzYjUxN2U3YzEzOCJ9.pQgHpnOUIhiOAHsyoeme7gtTsWc6cjr64x2rwJ2mqz8" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 392.901px;" height="393"></p><p><strong><span style="font-size: 10pt;">Fig 7. The Chevron View on the Problem Ticket</span></strong></p><p><br></p><p>The agent has wrongly Identified the Root Cause:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3YTg3YWE4LWQwM2YtNDc4MS04NjM3LTRiYTM1ZWMyMzU4YSJ9.ShDM8CWiBUWXj8uB6rhiKFMYGmWSWPtK0mXThXPKze0" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 571.22px;" height="571"></strong><strong><span style="font-size: 10pt;">Fig 8. Wrong Identification of the Root Cause</span></strong></p><p><br></p><p>Now the &quot;Investigation&quot; stage chevron of the workflow can be clicked into, which will prompt a private note action to be added:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMzMyM2Y2LWU5OTktNGJhMC04ZDllLTg1OTk2MjRjNzVhYiJ9.ZU5I1rPkBsAxUXDoc0Okb3554epmiNq0iBBzFOLpNV0" class="fr-fic fr-fil fr-dib" width="968" style="width: 970px; height: 583.744px;" height="584"></p><p><strong><span style="font-size: 10pt;">Fig 9. Clicking on the Stage I want to Move Back to and Adding the Private Note</span></strong></p><p><br></p><p>After adding a private note, the step of the workflow will update and move back to the &quot;Investigation&quot; stage:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyNDM4ZjMyLWQwOTItNDZkZi1hMjkwLTljNDdjMjRkY2U0ZSJ9.uB4ocuyMsO4DGRrWwN2YzAQgf0P5Tz6Wr2qdWGNvFQo" class="fr-fic fr-fil fr-dib" width="959" style="width: 961px; height: 483.457px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 10. Workflow Step has been Updated and the Agent is Back at the Investigation Stage</span></strong></p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>Updating the workflow step may not always change the stages displayed on the chevron view, if the step changes then the actions displayed in the ticket header will change to the actions allowed at the new step you have changed to.</em></strong></p>

<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 id="isPasted">A Facebook Business account is not the Facebook page. The Facebook Business Manager ID (&quot;FB BM ID&quot;) will be needed when submitting the request for WhatsApp access, as it is used by WhatsApp to identify your business. If you don&#39;t already have a Facebook Business Manager account, you must create one at <a href="https://business.facebook.com/">business.facebook.com</a>.</p><p><br></p><p>If you already have a Facebook Business Manager account, follow these steps to find the ID:</p><p><br></p><ol><li>Access the Business Settings page on <a href="https://business.facebook.com/settings/info" rel="undefined" target="_self">Facebook Business Manager</a>.</li><li>Click Business Info.</li><li>Your ID will be listed under &quot;Business Information.&quot;</li></ol>

<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>- Enabling Recurring Invoice Product Changes</strong></p><p><strong>- Updating Product Names</strong></p><p><strong>- Previous Value Matching</strong></p><p><strong>- Force Changes without Value Matching</strong></p><p><strong>- Bundled Product Updates</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1845/" target="_blank" rel="noopener noreferrer">Items &amp; Stock Control</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1356/" target="_blank" rel="noopener noreferrer"><strong>Recurring Invoices</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1958/" target="_blank" rel="noopener noreferrer"><strong>Recurring Invoices</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Recurring Invoice Product Changes&nbsp;</span></strong></p><p>In Configuration &gt; Items and Stock Control &gt; General Settings, turn on the setting to allow product changes to update recurring invoices.</p><p><br></p><p>it can be set to be automatically applied to either all lines, or non bundled lines - both of which demonstrated in this guide.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkMTM1ZWFiLTE3MmEtNGE0OS05NmNkLWViOWYzYTVhNDRlZCJ9.DhVRrbSAqE16f-ddvmuwHZsI9vU0Zi_ceo99en_rEpw" class="fr-fic fr-fil fr-dib" width="1091" style="width: 1093px; height: 264.435px;" height="264"></p><p><strong><span style="font-size: 10pt;">Fig 1. Update recurring invoice lines with Product changes.</span></strong></p><p><br></p><p id="isPasted">In this guide, I am using &quot;Always ask&quot; which will show a popup that allows choice of which lines to update, if any, every time a change is made. This is a way of changing how it applies per product update instead of globally.</p><p><br></p><p>It then gives the option of updating all lines, only non-bundled lines, or none.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NmQzNTMwLWU0OWEtNGJmMi04ZDJkLTRkNzM5ODJjMzEyMyJ9.qKdQ1_Dy4vTvkKTtegG7F9iNnuhtcuk6sxqCksRe_bQ" class="fr-fic fr-fil fr-dib" width="1090" style="width: 1092px; height: 536.197px;" height="536"></p><p><strong><span style="font-size: 10pt;">Fig 2. Always ask popup options.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Updating Product Names</span></strong></p><p>The name of a product can be updated on recurring invoice lines through this feature for example.</p><p><br></p><p>Originally my product is named &quot;Laptop&quot; (with the period variables included).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNzgzYTQ4LWQ4NWEtNDU0ZC04YTllLWNlYjY5MTdkZTZhNCJ9.1-vaSU12-K-0IPAoAY5rETs8IeZY_RojuYBvTifAeUY" class="fr-fic fr-fil fr-dib" width="1093" style="width: 1095px; height: 633.439px;" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 3. Original product name.</span></strong></p><p><br></p><p>On the product, we can then change the name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyZjM5NjMwLWVmMzQtNGQ2Yi1iMmNjLTVjZWJjNmMzZGY5YiJ9.IZHo7fApfMk42iF3tKEpivWb2UDEYT7mAYIIPD3Sa4A" class="fr-fic fr-fil fr-dib" width="1091" style="width: 1093px; height: 507.176px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 4. Updating product name.</span></strong></p><p><br></p><p>The product name will then be changed on the recurring invoice line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyYmM1NGMwLWEzZDktNDllNS04YWY3LTIwZTZjY2I4NGYxZiJ9.R88AvZNBCS-QTuz3P6xPjsddKUWNWst8nx98Xr5wFY0" class="fr-fic fr-fil fr-dib" width="1097" style="width: 1099px; height: 633.506px;" height="634"></p><p><strong><span style="font-size: 10pt;">Fig 5. Product name changed on recurring invoice line.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Previous Value Matching<br></span></strong></p><p>Disabling the checkbox under the dropdown in Configuration &gt; Items and Stock Control means updates will not occur when products do not match the previous values you have changed <strong>from</strong>. This is useful for separating manually changed discounts on an invoice for a customer being included in the updates for instance</p><p><br></p><p>Values must match exactly for this to be off and make changes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMGRiOTNkLTMyMWUtNDE4Yi04NzYyLTM5YzJhY2UxYWZlZCJ9.AmKkACdTQmqSaRc2MSgk8YUUaTV4OuVUFrg51sbCGHQ" width="669" height="37" 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 6. Always update recurring invoice lines to reflect Product changes, regardless of matching previous values checkbox.</span></strong></p><p><br></p><p>For instance, the recurring price of the laptop on this recurring invoice is &pound;500.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YmRjNmExLTdlZWEtNDA4ZS05MmViLTE4ODU2ODc0ZTlkOCJ9.ZIxHsnSmjovVuhBNt1TyB11KliYfy7P4HfCyxnqWyh8" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 561.061px;" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 7. Original price on recurring invoice product.</span></strong></p><p><br></p><p>On the product, we change the price from &pound;500 to &pound;550.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzNzhjMTY1LWIxM2UtNDZmZi04NDIxLTA3NzdiNGE5MTg1YSJ9.2YOY7cprS0X-PzaIf005hHHWCTOFnvmv0bPNIRO704w" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 482.919px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 8. Changing the recurring price.</span></strong></p><p><br></p><p>This changes to &pound;550 on invoice as it matched the original &pound;500 value. The <strong>original value you change from</strong> is used for the value matching.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ODU3MGFiLTc4Y2EtNDdlNy05YWYxLTRkOGJjZjAzNjZjYiJ9.RfXotW4h7MNbks_JJj4HiD6tWLKvLOdwhy3ECUN857w" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 480.713px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 9. Price changed on the recurring invoice.</span></strong></p><p><br></p><p>If we then edit the product line individually to &pound;450 so it no longer matches the global price of &pound;550 set in the previous example...</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNTZlYjRmLTRhZTAtNDBlNy1hMDY3LTFmZTlmZWVmOTZjNiJ9.56KeO9MHnVMUnquE0tLrb82p62n8CNguy7GH0UydeYw" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 483.008px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 10. Editing price to not match the original value set on the product.</span></strong></p><p><br></p><p>Then change the price on the product from &pound;550 to &pound;500...</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3ZWRkYzU3LTc4NTgtNGRhNC1hMTViLWIzNDZhZGZiZjNhZSJ9.9UA9np3LRRbvo1-7gtCOs45ScCJsr7am5vJc4Xan1Hk" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 484.296px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 11. Updating recurring price on the product.</span></strong></p><p><br></p><p>The &pound;450 price on the invoice does not update to &pound;500 as it did not match the product&#39;s original value of &pound;550.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NDdhYjYwLWIxMDEtNDhhOS05OGQzLTEyODcyYzIzNDlmNCJ9.Jnf71687VG29WVGo3qxKYG9px3sIx5pl70yAjNgQwAE" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 485.87px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 12. Product price not updated as did not match original value.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Force Changes without Value Matching</span></strong></p><p>If the checkbox is instead enabled, product changes will always update regardless of matching.&nbsp;</p><p><br></p><p><strong><em>Note: This will still only apply to the all lines/only non-bundled lines choice made.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxMGFjZDZlLWY3MjMtNGZiYi05MzRhLWIzNTA4NWUxOWI0MiJ9.LGpe87XVEhpe2AKjIdVQbuAnr70DkRQbdC8tdpNA4Hk" class="fr-fic fr-fil fr-dib" width="679" height="42"></p><p><strong><span style="font-size: 10pt;">Fig 13. Enabling forced product changes.</span></strong></p><p><br></p><p>If we then change the price from &pound;500 to &pound;550.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmZjdmZGI3LTRjNDktNDg5OC05OTRlLTVlZjAxMjk4YWYxOCJ9.G2hlcD89uKvmmGXeQdVIiHWZ8HKVLWcu4vLTPw8JUeA" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.913px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 14. Changing recurring price on the product.</span></strong></p><p><br></p><p>The invoice also updates to &pound;550 even though the price before update of &pound;450 did not match the value of &pound;500 previously set on the product.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhNDUwMGQzLTY3OWQtNDk2Zi1iNWJkLTFlMGM0Njk3MTA0MyJ9.oQ8hL9p_thUDXOx9bpXcQqUh0uni05PxUBMGnk7sMgc" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 480.9px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 15. Force updating prices.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Bundled Product Updates</span></strong></p><p>We can also add a bundle to our invoice that contains the same laptop product with identical prices.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczOWJkMzZkLTNjNjktNDY5Ni1iYzE4LTQzZmZjYWM3OGE1YSJ9.TJzIrkBCirpgNjO2P-rpHuhF6TdM7LJxF4QCaIuSNcA" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 483.91px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 16. Product individually added and added via a bundle.</span></strong></p><p><br></p><p>If we then update the recurring price to &pound;500 for only non-bundled products with the &quot;Update all non-bundles lines&quot; option in the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0NGYxM2RiLWI3ZDAtNDdlNC1iMzA0LTVhY2U2NWQ2MjNlZSJ9.N4Zd3LQZRZAWAL1XHg6G9XOPngjyczmLfKknfAyVeE4" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 482.394px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 17. Updating non-bundled lines.</span></strong></p><p><br></p><p>This price then updates the individual product that is not in a bundle, but leaves the one in the bundle at its original price (even when they both matched the original value).</p><p><br></p><p>This can be a useful feature if you use bundles to give certain prices to certain customers, or give bundles at an overall discounted price on each product.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1NDAzZmI4LWJmOTgtNDJhYi05NzdmLTQyMDFlN2FmN2MxMCJ9.zrPap6b_CXEEQKV0vfmTzzGl8fCVRCutlqxdaBE3qgc" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.408px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 18. Price updated only on the individual product.</span></strong></p><p><br></p>

<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><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 the LogicMonitor Integration?</strong></p><p><strong>- Connecting to LogicMonitor</strong></p><p><strong>- Asset Import</strong></p><p><strong>- Alert Processing</strong></p><p><strong>- Halo Integrator</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the LogicMonitor Integration?</span></strong></p><p id="isPasted">LogicMonitor can be integrated with Halo to import and manage assets, as well as create alert tickets matched to the asset.</p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to LogicMonitor</span></strong></p><p>Create a &lsquo;Halo&rsquo; User in LogicMonitor.<br><br></p><p>Enable the integration module in Halo, by navigating to Configuration &gt; Integrations &gt; Asset Management and Alerting.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3Y2JmZjBjLTU0MTktNDFkZC1iYzk3LWRhMzhhZDQ1YTQ3OCJ9.d_b3Bm79xZKWojDgn23PFcywyO9iqmZjVQUL404W-3I" class="fr-fic fr-fil fr-dib" width="530" height="247"><strong><span style="font-size: 10pt;">Fig 1. Enabling the module</span></strong></p><p><br></p><p>Under the Halo User, there will be an &lsquo;API Tokens&rsquo; Section (<a href="https://www.logicmonitor.com/support/settings/users-and-roles/api-tokens#:~:text=Token%20Type%20field.-,In%20the%20User%20field%2C%20select%20an%20email%20address%20for%20log,it%20to%20a%20secure%20location." rel="noopener noreferrer" target="_blank"><strong>guide here</strong></a>). In this section, you will need to retrieve the Access Key and Access ID, and input them into the below Halo fields (found in LogicMonitor Integration section).</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0NmMzZmYxLTU2OTUtNDQ0Zi1iMDkzLTRjZDBmYzc2MGNjYiJ9.uUcRg26IJjETFpdV-Tr8VwrueVu5PMC50vPpM9Y5GKc" class="fr-fic fr-fil fr-dib" width="745" style="width: 747px; height: 154.21px;" height="154"><strong><span style="font-size: 10pt;">Fig 2. Entering the details</span></strong></p><p><strong><span style="font-size: 10pt;"><br></span></strong></p><p>Next, you will need to input your LogicMonitor URL into the Halo URL field.<br><br><strong><span style="font-size: 14pt;">Asset Import</span></strong></p><p>You will need to map your assets in the &lsquo;Asset Imports&rsquo; section in the Halo LogicMonitor Integration page.</p><p><br></p><p>To map assets, first choose a matching field (we recommend serial number as this will be unique to each asset).</p><p><br></p><p>Also choose a default site in Halo for any assets that are imported. LogicMonitor Alerts created with webhooks will now match the Site from the Device if not matched using halo_customer_name or halo_customer_id properties.</p><p><br></p><p>Then you will need to determine how assets imported from LogicMonitor are assigned an asset type in Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Determine an Asset&#39;s Type</span></strong></p><p>When assets are imported from LogicMonitor a new asset in Halo will be created, as all assets in Halo must have an asset type we will need to configure how the type of new assets created from LogicMonitor are determined. This is done using the &#39;Determining an Asset&#39;s type&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5YTU4YWExLTY5OTAtNDUxZC05MWRjLWRkNDE3ZmEwNmEwMCJ9.ERQEq-MNtIwd-uJA8iElD13GDsW5gijUi2h6cQ62x4E" class="fr-fic fr-fil fr-dib" width="767" height="167"></p><p><strong><span style="font-size: 10pt;">Fig 3. Field to set how an Asset&#39;s Type is determined</span></strong></p><p><br></p><p data-pasted="true"><strong>Use the same type for all Assets</strong></p><p>If you would like all imported assets to have the same asset type when imported set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;use the same type for all Assets&#39; then set the &#39;Asset Type&#39; field to be the asset type you would like assets from LogicMonitor to be.</p><p><br></p><p data-pasted="true"><strong>Use a field to determine each Asset&#39;s type</strong></p><p>If you would like all imported assets&#39; types to be determined by a particular field, set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Use a field to determine each Asset&#39;s type&#39;. Then in &#39;Field for determining an Asset&#39;s type&#39; choose the field you would like the type to depend on. The field you choose must contain the name of the desired asset type, if this name can be matched to an existing asset type in Halo, it will be assigned this asset type. If the name is not the same as an asset type in Halo, a new asset type will be created. Note that the names must be identical in order to match. This setting is used if you have a field in LogicMonitor that already determines an asset&#39;s type and you would like the types to be consistent between Halo and LogicMonitor. You will still need to populate the default asset type and group fields as assets that do not have the selected field populated will be imported as the default asset type.&nbsp;</p><p><br></p><p>In the Figure 4 example new assets will be assigned to an asset type in Halo based on their &#39;deviceTypeName&#39; field. If the data in the deviceTypeName field matches the name of an asset type in Halo this asset will be created under the matched asset type. If a match cannot be made a new asset type will be created, under the asset group &#39;Network Equipment&#39;. If the asset does not have the &#39;productType&#39; field populated the asset will be created under the default asset type, &#39;Workstation&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMzcwNjg4LWFmODktNDM1Ny1iMmEyLTMyM2EwMThmMTc4NSJ9.L9eAr5NxpPuX3V5KFh9ChkMEoID3FlUZn_Nwn2Yoy7I" class="fr-fic fr-fil fr-dib" width="1938" style="width: 1940px; height: 293.745px;" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 4. Using field to determine asset&#39;s type example</span></strong></p><p><br></p><p data-pasted="true"><strong>Determine Asset type using rules</strong></p><p>If you would like asset types to be determined by asset rules set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Determine asset type using rules&#39;. Now you will be able to set asset&#39;s types based on rules, These rules are based on field values, and if matched will assign an asset to the chosen asset type. When creating a rule first add criteria for the rule, select the Halo field that you would like to base the criteria on, then set the rule type and the outcome needed in the field to match the rule. If an asset matches this rule it will be imported as this asset type.</p><p><br></p><p>If an asset is imported that does not match any of these rules, it will be created under the default asset type. Alternatively, if you would like to not import assets that do not match these rules, set the &#39;Default Asset type&#39; to &#39;Don&#39;t import assets that do not match any rules&#39;.</p><p><br></p><p>Once you have setup how asset types are determined, set up the field mappings in the &quot;Field Mappings&quot; table.</p><p><br></p><p><strong><span style="font-size: 12pt;">Field Mappings</span></strong></p><p>In the field mappings table you can map Halo asset fields to LogicMonitor fields.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4NmJhM2MxLWZiNGYtNDJhMy1iMjlmLTdkYmYzYmU3NjY4MiJ9.jmTqGDCPa2Qihwsu_Xs7jNYHBqll9buuYdxsMtTjQqY" class="fr-fic fr-fil fr-dib" width="1854" style="width: 1856px; height: 336.188px;" height="336"></p><p><strong><span style="font-size: 10pt;">Fig 5. Add new Field Mapping</span></strong></p><p><br></p><p>When creating a mapping choose the type of LogicMonitor field you would like to map, such as if it is a standard property or auto property. This filters the results in the &quot;LogicMonitor Field&quot; selection, making it easier to choose.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkMTVjZDVhLTg3OTUtNDIwOC05MDcwLTA0YmZkZWQ1ZWM4NSJ9.SrrEj2KqUuY7pnhtLyDwriY5E1H5mLkK9_HIZnF-Afk" class="fr-fic fr-fil fr-dib" width="617" style="width: 619px; height: 493.293px;" height="493"></p><p><strong><span style="font-size: 10pt;">Fig 6. Example Field Mapping</span></strong></p><p><br></p><p><strong><em>Note: Custom properties in LogicMonitor can be imported into Halo. &nbsp;</em></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><strong>Field Type -</strong> This will be the type of Halo field the data will be imported into. See our guide on <a href="https://usehalo.com/haloitsm/guides/1785/" target="_blank" rel="noopener noreferrer">Asset Fields</a> if you are unsure on the difference between asset fields and custom fields in Halo.</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;">Now choose the Halo field to map this to.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><strong>Only apply this mapping to new Assets and Assets where the Asset field does not currently have a value -</strong> When this is enabled if the Halo field already has data within it, different to the data in the mapped LogicMonitor field, the field data will not change. Fields will only be populated when they contain no data or when new assets are being created.&nbsp;</p><p><br></p><p>Once mappings are complete, hit &quot;Import Assets&quot;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Alert Processing</span></strong></p><p>Tick &quot;Enable alert processing&quot;.</p><p><br></p><p>You will now need to create a webhook within LogicMonitor to sent to Halo. To set this up in LogicMonitor, you will need to create a custom HTTP delivery (guide: <a data-fr-linked="true" href="https://www.logicmonitor.com/support/alerts/integrations/custom-http-delivery">https://www.logicmonitor.com/support/alerts/integrations/custom-http-delivery</a>)</p><p><br></p><p>You will need to set up the HTTP method to be &lsquo;Post&rsquo; and the URL will need to be &lsquo;HTTPS&rsquo; NOT HTTP. The URL will be <a data-fr-linked="true" href="https://support.zuri-tec.com/api/notify/LogicMonitor">https://{Your instance Domain}/api/notify/LogicMonitor</a>. The URL, Username and Password can be found in your Halo LogicMonitor Integration Page.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiNDg3Y2MxLTQ3NjAtNGMxNC1hZDNjLWY5MjZkZTAxYzkwYiJ9.HyiXJcMyDEs7UTMapeLXnL2xIlv05KWXxRBW89evM-k" class="fr-fic fr-fil fr-dib" width="646" style="width: 646px; height: 191.67px;" height="191.67"><strong><span style="font-size: 10pt;">Fig 7. LogicMonitor details</span></strong></p><p><br></p><p>In the &lsquo;Alert data&rsquo; section of the custom HTTP delivery setup, you will need to choose &lsquo;Raw&rsquo; and the format is &lsquo;JSON&rsquo;. Then, copy and paste the Custom HTTP Method Raw data from your Halo integration page. (Custom properties can also be added to the body of the JSON and used to match Halo Customer Name and ID with the following format halo_customer_name and halo_customer_id).</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2NGIzMmYwLTBiMzktNDE1Zi1iNTEzLWJjYjJjMGU0NjY3YSJ9.09Ffa-QBoF6zBIsIpfSEEZtU6eC3GfPO79yCfceRxRk" class="fr-fic fr-fil fr-dib" width="1002" height="94"><strong><span style="font-size: 10pt;">Fig 8. HTTP Method</span></strong></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzNWI0YTgxLTZlM2UtNDhlZS1iNWYzLWU5YTY3MTMyZWM2OSJ9.K3JutWxZ36WG6kuy7u41JqrMtvdUpzr6NphyYyg1Omg" width="972" height="584" 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;" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 9. HTTP settings</span></strong></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhYWZlMDczLTA4YmYtNDc5NS04MDQ0LWU5MTI4ODgyMjIxNCJ9.7ECAHSwxoILNnrfH6LGtI-GSNxcInCBSdfo0EbFNM5k" width="911" height="794" 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;" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 10. HTTP settings.</span></strong></p><p><br></p><p>After setting up your custom HTTP Delivery in LogicMonitor you must then include the method as a contact method for a recipient in an escalation change which is itself referenced by an alert rule in LogicMonitor.<br><br></p><p>Finally, you can choose the status for alerts created in Halo, that are cleared in LogicMonitor &ndash; usually this is &quot;Closed&quot;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator</span></strong></p><p>You can also enable the Halo Integrator to automatically sync the assets.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwNTg5YTAxLTI4MjEtNDQ3Ny04M2E1LTJjMzJhNDFmNDIzZSJ9.iCWxlpwfS_QXuF4KFztAvpyffKWuCy1aPSZ2KJSRRC0" class="fr-fic fr-fil fr-dib" width="2"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwN2M3MDQxLTgyZGMtNDE4Ni1hNWRjLWQ1NzBhMjgzODY3ZiJ9.f9F944oZY5sEW0YQpW-FWkyAl8m9LdagRLP4o8eoaLA" class="fr-fic fr-fil fr-dib" width="466" height="292"></p><p><strong><span style="font-size: 10pt;">Fig 11. Enabling the integrator</span></strong></p><p><br></p>

<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><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>- Configuring the Automation</strong></p><p><strong>- Use in a Ticket</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1630/" target="_blank" rel="noopener noreferrer">Custom Integrations/Runbooks</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/933/" target="_blank" rel="noopener noreferrer"><strong>Modifying and Adding Workflows</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Configuring the Automation</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">To go to the workflow you want to apply a runbook automation to, go to Configuration &gt; Tickets &gt; Workflows &gt; click into the workflow of your choosing.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ZjA3Zjg2LTFlMDQtNDhlNy1iODAwLTRmYTA2ZDYxOTMzYSJ9.Hq4bkcM-JocYOvPC-Qrb4lgAQHVBjgXBC-8zElcY0Jg" class="fr-fic fr-fil fr-dib" width="829" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 1. Workflow to add the automation to</span></strong></p><p><br></p><p id="isPasted">First, click the Edit button that appears in the top left.&nbsp;</p><p><br></p><p id="isPasted"><strong><em>Note: It is recommended to Clone the workflow before making any edits to it. This means the workflow can be tested before applying the changes to your current tickets. You can change the workflow from the old to the new within the Defaults tab of the Ticket Type &gt; &quot;Start a Workflow&quot;.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMDdlN2Y5LWI0NGYtNDcwOS04OTM4LTYwYzI5NTAzZDU5OCJ9.PCJwTUrf9wBXodMuqsZMefAKWz55Lesz8FkTdtmAp04" class="fr-fic fr-fil fr-dib" width="403" height="97"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 2. Edit and Clone buttons on a workflow</span></strong></p><p><br></p><p id="isPasted">Once you are in the below edit screen, click the pencil icon in the top right corner of the step you wish to add the automation to.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxMTc1ZDhiLThhNTQtNGZhMC1hNTRlLWUwZjZjYjUyYTg1MCJ9.EMF0yMviLanhOlenKL0punl_fBWAtfl46rZyWKgJzgI" class="fr-fic fr-fil fr-dib" width="360" height="156"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 3. Workflow step with the pencil/edit button</span></strong></p><p><br></p><p id="isPasted">Scrolling down on the screen, you will see the below box. This is where we will add our automation. Click the Add button in the top right.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4M2VkYjU1LTk4NzMtNGMwNi05MGRkLWU5Njk3ZmI0YmIzMCJ9.bMQBR_J_lGqmASXptS8kXuB6fcQWjvLvEQv7_jLgyF0" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 322.862px;" height="323"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 4. Actions table</span></strong></p><p><br></p><p id="isPasted">Here you will see the below screen. Configure an action with Action Type as <strong>Automation</strong>, Type as <strong>Integration Runbook</strong>, and then choose the runbook you wish to use.</p><p><br></p><p>Conditions for the automation to run can also be set here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmZTZkYWYxLWI4MmQtNDNmNi1hODIxLWM5ZTk3ODhhYjVlZiJ9.m3IhQOcSMAhewcRAuZHv60Plf3F4UwBQQk_m2GU_Q9o" class="fr-fic fr-fil fr-dib" width="681" height="841"></p><p><strong><span style="font-size: 10pt;">Fig 5. Add Action configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Use in a Ticket</span></strong></p><p>Using the example configured above, this is how it functions in a ticket that follows that workflow.</p><p><br></p><p>Upon changing the status of the ticket to In Progress (the condition set on the automation), the runbook has triggered.</p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: You can see the Automation in this format of the Progress tab if you change your view to All Actions, which is the small square button in the top right. By default, it will be Conversation &amp; Internal, which is a speech bubble icon.</em></span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMTMxOGYyLThmNWYtNGY2Mi04MzEzLTc4MzQyMjVlMmQyMiJ9.P5QDsHlh2m6jokuJTsfAi9DI8kEqLj6ErKDavpEp5pQ" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 507.25px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 6. Actions on the ticket and the runbook being triggered, All Actions field highlighted in the corner to view this</span></strong></p><p><br></p><p>Looking in the Automations tab of the ticket (This tab can be added on a per ticket type basis via the forms tab of a ticket type as shown in figure 8), you can also see here than the runbook has been run via the workflow automation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyOGVkMzNlLTlkN2EtNDNlMC1hNjVmLTQ0MzRjZTc3NzQzZiJ9.LVy4-QrZVHIoawwn_7iYJVVfYOs6tHytaLbYnphVPec" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 195.824px;" height="196"></p><p><strong><span style="font-size: 10pt;">Fig 7. Automations tab</span></strong></p><p><br></p><p><span style="font-size: 10pt;">Within the configuration of a ticket type there are many default ticket tab options that can be added from within the forms tab of each ticket type, one if which is the automations tab that is shown in figure 7:</span></p><p><br></p><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNGJmNDk4LWJmY2ItNDE3OS05ODI0LWZjZmJiNzdlYjVkNCJ9.XNKgYKo0UxSKu5HJYiyC-hp5pFBmZcr0077UnF_r_hk" class="fr-fic fr-fil fr-dib" width="765" height="1006"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding the Automations Tab to a Ticket Type</span></strong></p>

<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><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>- Compatible Email to SMS Providers</strong></p><p id="isPasted"><strong>- SMS Settings</strong></p><p><strong>- Setting up an Action to send SMS</strong></p><p><strong>- Sending SMS to Service Users</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1804/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>SMS Settings</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Compatible Email to SMS Providers</strong></span></p><p>HaloPSA will work with most Email to SMS providers as they follow a similar method for converting an email sent from HaloPSA to the SMS providers into an SMS for the end user.</p><p><br></p><p><strong>Popular choices</strong></p><ul><li>US - https://www.clicksend.com/us/sms/email-to-sms/</li><li>UK - https://www.voodoosms.com/email-to-sms</li><li>AUS - https://www.directsms.com.au/email-to-sms</li><li>Halo Also Integrates with Twilio</li></ul><p>The basic concept of Email to SMS is that HaloPSA sends an email with the format {phonenumber}@{SMSProviderDomain} and the SMS provider then turns this into an SMS and sends it to the phone number specified.</p><p><br></p><p>For example 07772817814@sms.clicksend.com</p><p><br></p><p>The SMS Provider will often require you to specify which email addresses they should expect you to send from and create a whitelist for these.</p><p><br></p><p><span style="font-size: 14pt;"><strong>SMS Settings</strong></span></p><p>SMS Configuration is found in Configuration &gt; Email &gt; SMS Settings.</p><p>Enter your providers email address and any other details that the provider requires (most commonly it is only the Provider Address that must be filled out).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhZDRjN2NjLWI0YmMtNDBkNi04OWUwLTk5YTNiOGQyZmQ3ZSJ9.MI8hEtWLVr0PGho5sxaQvXb4hPU6eoJ6n0eiHk9IhzA" class="fr-fic fr-fil fr-dib" width="690" height="619"><strong><span style="font-size: 10pt;">Fig 1. Example of Email to SMS Settings</span></strong></p><p><br></p><p>Below the button found in Configuration &gt; Email &gt; General Settings, there is a checkbox for &quot;Show &#39;Send SMS To End-User&#39; checkbox on Actions&quot; with this enabled, there will be an icon on the send SMS actions, which can be used to toggle on or off the SMS being sent:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzOGZhNzljLWQxYTYtNDY1OS1hZjgzLTYxNTRhNzc5MDY4MiJ9.xp-vJ6m5ymLvb7AYrI6qOec_NUnsxTUggsXU_kc8BDs" class="fr-fic fr-fil fr-dib" width="364" height="125"></p><p><strong><span style="font-size: 10pt;">Fig 2. Default Setting which is required for actions to show a &quot;Send SMS&quot; icon</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting up an Action to send SMS</strong></span></p><p>When configuring an Action you can choose for an SMS to be sent by setting &quot;Send and SMS&quot; to &quot;Yes&quot; on the defaults tab. You can also make it an option to send SMS for an action by checking the box for &quot;Show the Send SMS Option&quot; on the Details tab of the Action configuration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNjg1OGExLTY4NmUtNGZmNS1hMzA2LWVlYzllODBjNmI4ZiJ9.gchoRECxkfsVT3-iyZVCKYtpZ7wK7qQJgfZMZ9lCrGk" class="fr-fic fr-fil fr-dib" width="1578" height="554"></p><p><strong><span style="font-size: 10pt;">Fig 3. Action configuration for sending an SMS</span></strong></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5YTFlOTI4LTc5NTEtNDBlNS05ZDE0LTE0YzU3OWY1ZWNhZSJ9.knHHSK9tb8OWaI0A2qfSmdEA9IUPfMpV5Ou73-1lQzk" class="fr-fic fr-fil fr-dib" width="587" height="214"></strong><strong><span style="font-size: 10pt;">Fig 4. This is the action level setting to apply the icon per action (The global setting must be enabled for this to work)</span></strong></p><p><br></p><p>When the Action is used on a Ticket you will then see an input for Phone Number that will prepopulate if the user of the ticket has a mobile number stored against them. This will then send an email to the SMS provider to be turned into an SMS for the phone number specified.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0N2M5MGYzLWI2YTYtNGM5Ny1hYTU3LTFlZjhiZTYzYTAwNSJ9.d3j1e1DcfHkRSN5kCOMgXuqTHqvxQiU5VdPuNWAET_c" class="fr-fic fr-fil fr-dib" width="393" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 5. Example of sending an SMS from a ticket</span></strong></p><p><br></p><p>When enabling the setting in Configuration &gt; Email &gt; General Settings &gt; &quot;Show &#39;Send SMS To End-User&#39; checkbox on Actions&quot; and then turning on the setting &quot;Show the &#39;Send SMS&#39; option&quot; at action level, you will see this icon that can be toggled on the action (Top RHS of Figure 6):</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3NWUyMjE4LTVjNDItNGY2Zi05NDlhLWY3MjM2OThhZjE2ZiJ9.Y2UFNn91oihggRoQIeheOli6zdQG5NbK_0loLQa-8fo" class="fr-fic fr-fil fr-dib" width="1223" height="442"></strong><strong><span style="font-size: 10pt;">Fig 6. Send SMS Action having the SMS toggle on the new action screen</span></strong></p><p><br></p><p>If you click this icon it will stop you from sending an SMS, it is on by default when you are doing the action.</p><p><br></p><p>You can use an email template for the SMS emails but remember to keep it short as the content needs to fit onto an SMS and some providers will have limits for this.</p><p><br></p><p>Dollar variables $actionnote or $note should be used here if templates are required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5MDFiYTYzLWY1MWYtNDcyMS05OTU2LTlmNTllNTMwYTg0ZiJ9.7LDxmPEhZG5iAUug9zKaiv2fqLi3F7VtPkK2n-nV87s" class="fr-fic fr-fil fr-dib" width="926" height="894"></p><p><strong><span style="font-size: 10pt;">Fig 7. Email template setup for SMS Body</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sending SMS to Service Users</span></strong></p><p>Once SMS configuration is complete you will see an option on services that contain subscribers that allows you to send an SMS (via Email to SMS) to all subscribers of that Service.</p><p><br></p><p>A pop out screen will be presented allowing you to enter a message to be sent to the users.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2NWQ4OTQ2LTgzOTktNDM2Yy1iNzZlLWZhNWQ0OTVkM2I3MCJ9.P-tcLR41orPcRRWkMc6k3DWqEZRvDDx0skRFY_Gf_qM" class="fr-fic fr-fil fr-dib" width="1041" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 8. A Service that has the option to send an SMS to all subscribers</span></strong></p>

<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; 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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><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>- Creating a New Opportunity Ticket</strong></p><p><strong>- Configuring the Standard Items Used for Onboarding a New Customer</strong></p><p><strong>- Creating a Quotation From The Ticket so There is a Relationship Between the Two</strong></p><p><strong>- Creating a Sales Order</strong></p><p><strong>- Using the Associated Actions on the Sales Order Lines</strong></p><p><br></p><p><br></p><p><strong>Related Guides: &nbsp;</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2274/" target="_blank" rel="noopener noreferrer"><strong>Managing Prospective Clients in Halo</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1922/" target="_blank" rel="noopener noreferrer"><strong>Workflows</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1978/" target="_blank" rel="noopener noreferrer"><strong>Products</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1986/" target="_blank" rel="noopener noreferrer"><strong>Creating Quotations</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1990/" target="_blank" rel="noopener noreferrer"><strong>Creating Sales Orders</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1991/" target="_blank" rel="noopener noreferrer"><strong>Creating Purchase Orders</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2028/" target="_blank" rel="noopener noreferrer"><strong>Creating Projects</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1957/" target="_blank" rel="noopener noreferrer"><strong>Billing Rules</strong></a>&nbsp;</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Step 1: Opportunity Management</span></strong></p><p>Suppose we have an opportunity to sign a new managed services contract with a new customer. This will be tracked from the CRM as it&#39;s own opportunity ticket in the sales team. You can create the opportunity without associating it to a customer, and instead making it a new contact opportunity, which will let you create the customer record from the information found on the opportunity.&nbsp;</p><p><br></p><p>(Alternatively you can create prospects and accounts in Halo to distinguish between prospective customers and actual customers, for more information check out this guide: <a href="https://usehalo.com/halopsa/guides/2274/" target="_blank" rel="noopener noreferrer"><strong>Managing Prospective Clients in Halo</strong></a>).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNzNkNDJlLWE5NTQtNDk3Zi04Yjc5LTlhOTIzMWUwYWM2MyJ9.Qxq2fBnftZMVPoLoMBiUa9lLhfxUtxWgx_LJ1AouXTY" class="fr-fic fr-fil fr-dib" width="1012" style="width: 1014px; height: 476.952px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Opportunity screen.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3YjE4Mjg2LTIwNzQtNDQ4NS04NTMzLTcxMDAwMDRjNDI2YSJ9.9wODfQWiC3mTIrvpRV75WSZCLm05x4oJPhhxBYYyWN8" class="fr-fic fr-fil fr-dib" width="1013" style="width: 1015px; height: 477.522px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 2. Opportunities ticket list.</span></strong></p><p><br></p><p>The opportunities can be created manually or via automations (emails into a sales mailbox, imports, HaloPSA internal criteria automations, etc.)</p><p><br></p><p>Within this opportunity you will have to use the actions at the top of the ticket to progress it further along the workflow. Workflows and their steps are fully customisable, for this example we will use the default HaloPSA Trial workflow for opportunities so our steps will be qualifying the opportunity, and then quoting for it.<strong>&nbsp;</strong><a href="https://halopsa.com/guides/article/?kbid=1922" target="_blank" rel="noopener noreferrer"><strong>A guide on workflows is linked here</strong></a>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZmU5ZDg2LWQ0MTQtNDk1NC1iY2Y0LWVlOWJjOTdlZGQ4ZiJ9.H6FHYbCDm5oJ_M1MhIkHr51TDk0Uma7zJ41luYg9-Oc" class="fr-fic fr-fil fr-dib" width="1007" style="width: 1009px; height: 474.762px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 3. Qualify action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Step 2: Quoting</span></strong></p><p>After filling out the fields on the qualify action and saving, you&#39;ll notice we are now on the negotiation stage, shown in the chevron workflow stages under the ticket summary. We will now raise the quote for the managed services.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllZWU1Yjk4LTZjY2QtNGUyMS04ODI0LWNiYmVhMzdlMjYxNCJ9.3H-mO8_Ir0Eo-MjN8zCTnTVweXUZ4nXnUMpEv9vdkM0" class="fr-fic fr-fil fr-dib" style="width: 1010px; height: 474.211px;" width="1008" height="474"></p><p><strong><span style="font-size: 10pt;">Fig 4. Using the Raise Quote Action on an Opportunity Ticket.</span></strong></p><p><br></p><p>When raising the quote we will be adding multiple products, each having different functionalities that will be highlighted in this guide. These products can be viewed, modified, and created under the products area in Halo.</p><p><br></p><p>We will be using the managed service charge product, which is set up as a recurring item and a contract.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2YjRhZDAyLTFhNDAtNGY1OC04NTQxLTljZWEzNmJjOGU1NCJ9.ZtXT9Ft8zN51LAqBg3b2_etsTkA51yLeYyla6NS0Th0" class="fr-fic fr-fil fr-dib" width="1007" style="width: 1009px; height: 476.033px;" height="476"></p><p><strong><span style="font-size: 10pt;">Fig 5. Product Configuration for Creating an Agreement from a Product.</span></strong></p><p><br></p><p><strong><em>Note: If the recurring product you are adding to the sales order is not to be directly invoiced from the sales order, and instead you would like it to append or create a recurring invoice but not create an invoice for the line, then the following setting should be enabled at product level.</em></strong></p><p><br></p><p>Also some 365 licences.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmNmNlYzI1LTBiNzYtNGM3Yy04ZDlmLTZhNTViOTc5OTE0NiJ9.X3__1L2umvLUB-X-Qn9LysYLmZrq0R0jWXMw19TcQzo" class="fr-fic fr-fil fr-dib" width="1009" style="width: 1011px; height: 476.727px;" height="477"></strong></p><p><strong><span style="font-size: 10pt;">Fig 6. Product configuration of a Recurring Invoice product.</span></strong></p><p><br></p><p>And some hardware.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZDgzNzQxLWExZTktNGViNi1iYTBiLTNlMmEyMjVhZjY5ZiJ9.UE680fPAC0cA3CvnmQCzi36vn5WWsNLT3A9rxxSkIx8" class="fr-fic fr-fil fr-dib" width="1001" style="width: 1003px; height: 472.678px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 7. Peripherals.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MTI5NjMxLTBmODEtNDA2Ny1iZTU1LTIyYjJiZjc5ZWJmOCJ9.NHthQj0_XTqhZTjtJXY0cKt3-S3B-lwdnUQ6qbx263o" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 470.496px;" height="470"></p><p><strong><span style="font-size: 10pt;">Fig 8. Laptops.</span></strong></p><p><br></p><p>You&#39;ll notice the hardware is marked as consignable (deliverable in some translations). This enabled stock movement functionality, and if you choose a linked asset type for this item, you&#39;ll be prompted to specify which asset is moving as part of the stock movement.&nbsp;</p><p><br></p><p>These are the screens you will go through when adding these products to a quote (you can also create pre-configured bundles of these products so you don&#39;t have to search for them each time - <a href="https://usehalo.com/halopsa/guides/1986/" target="_blank" rel="noopener noreferrer"><strong>Guide</strong></a>).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyYjBiNjU5LTRmMjktNDc2Yi1hNmUxLTAyNGM1M2ViZjhhNyJ9.bcXKFoxwSrYWu_-LdPTNo3SWDwhnrrMxFnhMbwAeFWY" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 468.787px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 9. New Quotation screen.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5MTY3Njg2LWVkMmYtNDYxYS1hODk1LTA0NWI2MTU5YmRlYSJ9.IgggstWfeX19Hs5BQNyNdalXNVkkJQOcrTYFCwQ7ZqI" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 467.543px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 10. Product list to choose from when adding to quotes.</span></strong></p><p><br></p><p>And here is what the quote will look like internally.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNWNkNDJiLWNiOGUtNGU1OS1iMzYyLWNmMWQ0YWQxZTNhYiJ9.OxNnjzUz_P4H9VBl_q1t_Tz8vxqlabRQ4SJB6WMjPK0" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 467.512px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 11. Newly created quote as seen by the sales team.</span></strong></p><p><br></p><p>The quote is also attached to the opportunity, so you can see it on the right hand side or on the &quot;Details&quot; tab depending on your screen size.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYWJiN2RkLTI5NzctNDkwYi1hYjBmLWJkYzEzMDQzNmFhNyJ9.Q6ocyw7eAm4WE2xpg3u2yYZk9yqLVtelSyeCkeVbrOg" class="fr-fic fr-fil fr-dib" style="width: 989px; height: 464.562px;" width="987" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 12. Quotation link from within the ticket.</span></strong></p><p><br></p><p>On the quote, there is a &quot;Send&quot; action button that you can use to send the quote to the potential customer, it has a hyperlink in it so the customer can accept it. Here is what the prospect can see by default, but you can customise what the quote template looks like with HTML.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliYTI1MGZiLTQyNzYtNGY4OC1iNTljLTBjMmUyMTIxODE2ZSJ9.J2nJth5PcP_pyXbI7x4rVArOrGX9-pSeEVjsdKLFSTo" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 466.112px;" height="466"></p><p><strong><span style="font-size: 10pt;">Fig 13. Quotation as seen by the client via PDF file.</span></strong></p><p><br></p><p>Accepted quotes will change the status of the opportunity, and you&#39;ll get a &quot;Create Sales Order&quot; button on the quote internally to create a sales order from it.</p><p><br></p><p>You can also automate the creation of the sales order to happen as soon as the quote is accepted in Configuration &gt; Quotations &gt; &quot;Automatically create Sales Order when Quotation is approved&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1MjY2MTczLTlmNTUtNGU3Yi05MjQwLWE2OGEwZWY0MDBkOSJ9.Dlh1gQvUYdUsHdwQcFNucE4XzSmxzoTvafe95QlFzF0" class="fr-fic fr-fil fr-dib" width="160" height="40"></p><p><strong><span style="font-size: 10pt;">Fig 14. Create Sales Order action found on an accepted quotation.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Step 3: Creating the Customer Record</span></strong></p><p><em><strong>Note: This step can technically be performed at any point during the opportunity&#39;s lifecycle if it is created as a new contact opportunity as per Step 1.</strong></em></p><p><br></p><p>The status of the quotation will show in brackets next to the quotation number in the &quot;Quotes, Orders &amp; Invoices&quot; section below.</p><p><br></p><p>Now that the customer has accepted the quote, we want to create their customer record.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxN2NiODYxLTU5NTctNDNmNS1hODgwLWUwNDBmZjZkNjQ1NiJ9.NYaq7-gbEj2OCd5lHAJGeNH5rQcRsDqQMtacb1bqKjo" class="fr-fic fr-fil fr-dib" width="965" style="width: 967px; height: 454.702px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 15. Create New Customer option on an opportunity ticket.</span></strong></p><p><br></p><p>Clicking this will automatically fill customer fields based on what you have inputted under contact details, and you can also fill out other fields if needed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMjk2MzM1LTM0MTQtNDIzZS1hNTg0LTRkNzk4ZGVhOWQ0YyJ9.9EZl4h5yAT8X2nqc7G9kLnDUDCiFqUexSZLSr7TNzv0" class="fr-fic fr-fil fr-dib" width="964" style="width: 966px; height: 456.013px;" height="456"></p><p><strong><span style="font-size: 10pt;">Fig 16. New Customer details screen.</span></strong></p><p><br></p><p>Once this is saved, the customer will now exist in Halo as it&#39;s own standalone record. This is particularly useful when you are using a billing integration in tandem with Halo, as you can create the customers here and have them sync to the billing platform (Xero, QuickBooks Online, Dynamics Business Central, Sage Business Cloud, &hellip;).</p><p><br></p><p><strong><span style="font-size: 14pt;">Step 4: Actioning the Sales Order</span></strong></p><p>On the sales order that has been created, you&#39;ll notice action buttons on the line items will appear depending on the product configuration that has been discussed earlier in the guide i.e. setting the checkbox on for &quot;Is a Contract&quot; as shown in <strong>Fig 5</strong>, will mean the &quot;Create Agreement&quot; button is usable on the product line of the sales order, as shown in <strong>Fig 17</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ODk3Y2RkLTQ1NmItNGM2ZC04ZDA5LWQ5ZDM4NjYyYTcwYSJ9.65tnhnAh-LQiNJgQoCycveXZ23DFgT6WtIpREB2Zb3c" class="fr-fic fr-fil fr-dib" width="959" style="width: 961px; height: 451.869px;" height="452"></p><p><strong><span style="font-size: 10pt;">Fig 17. Sales Order with associated actions per product line.</span></strong></p><p><br></p><ul><li>The &quot;Add to Project&quot; button will appear if you have an ongoing project with the customer.</li><li>The &quot;Add to Recurring Invoice&quot; button will appear if the product has been marked as recurring, this will allow you to either create a new recurring invoice for the customer or add the line item to an existing recurring invoice, or increment the quantity of an existing line on an invoice that matches the product.</li><li>The &quot;Create Agreement/Contract&quot; button will appear if the product has been specified to be an agreement/contract.</li><li>The &quot;Create Project&quot; button will appear when the product has a project template attached to it.</li><li>The &quot;Create PO&quot; button will appear on products that have been marked as consignable/deliverable.</li></ul><p>From this screen, you will be able to create the customer&#39;s contract/agreement, recurring invoice, and onboarding project to fully integrate them into your Halo ecosystem. As explained in the following sentences.</p><p><br></p><p>Within Configuration &gt; Agreement you can enable a setting to automatically pop out a recurring invoice screen after creating an agreement.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1OGJmZjlhLWIyNDItNDAwNi04NWQ0LTUxZDY1MjgwYWY0MiJ9.uDwZvDCf2teLZBEaLZdF98tUJ0xn7YEnUtbDwDpBiYA" class="fr-fic fr-fil fr-dib" width="943" style="width: 945px; height: 205.116px;" height="205"></p><p><strong><span style="font-size: 10pt;">Fig 18. Agreement global setting.</span></strong></p><p><br></p><p>With the above setting enabled, now when creating the agreement by clicking on &quot;Create Agreement&quot; a recurring invoice will be created. (From the agreements tab of the customer screen, this functionality is not applicable to sales orders).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNjcwN2NmLTNlYTctNDJjYi05OGExLTA0YmNlNDkyNmRiMCJ9.QQqrPg9lVRptw-A_6jZ1Wn-i9kJn8665ru3qLuOnOuA" class="fr-fic fr-fil fr-dib" width="930" style="width: 932px; height: 332.984px;" height="333"></p><p><strong><span style="font-size: 10pt;">Fig 19. Agreement action on a sales order line.</span></strong></p><p><br></p><p>After clicking this action, the following screen will appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5MDQ4OGFjLTFjNjktNGM5OC1hZDhiLTNiZWU4YzhhY2U2ZiJ9.-ag0Df7KDxIfBq4x3tC8Voow3XVYLSaCxPX7xqA18SY" class="fr-fic fr-fil fr-dib" width="925" style="width: 927px; height: 935.753px;" height="936"></p><p><strong><span style="font-size: 10pt;">Fig 20. New Agreement screen.</span></strong></p><p><br></p><p>Some of the important fields to consider are:</p><p><br></p><ul><li>Agreement Reference: A unique reference used to easily identify the Agreement throughout the UI (on tickets, in client records etc.). This will be best marked arbitrarily as i.e. ABC Taxis - Managed Services and Security or something along those lines to distinguish this specific agreement.</li><li>Agreement Type: Halo provides two types of Agreements &ndash; Fixed and Pre-Pay.&nbsp;</li><li>Fixed: A fixed Agreement is where you provide X hours of support per period (month/quarter/year). If the client does not use all of their allocated time, it will not carry over to the following period. If the client exceeds their allocated time, they are billed at an hourly rate.</li><li>Pre-Pay: A pre-pay Agreement is an Agreement which provides some additional configuration around how support time is consumed. This may include options such as: allowing clients to go into a negative (-) balance, defining pre-pay time expiration (8 hours added each month, which expires after 2 months).</li><li>Start Date, End Date, Labour Period (applicable to fixed Agreements): The term for which the Agreement is active and the period after which support hours are reset.</li><li>Hours per period (applicable to fixed Agreements): The number of support hours, per period, that the client is entitled to. If an agreement is All You Can Eat, click the &quot;Unlimited&quot; checkbox.</li><li>Agreement Type: This is primarily used for categorising the different types of Agreements you provide (Support, Support+, Server Support etc..). There is also functionality around automatically allocating contracts to Tickets based on this field (but will not be covered in this example - an example of how this is configured will be available within this course soon).&nbsp;</li></ul><p>Fill in the relevant fields and click Save.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating the Recurring Invoice</span></strong></p><p>Upon clicking save on the new contract screen, you will be automatically redirected to the recurring invoice schedule screen.</p><p><br></p><p><strong><em>Note: This will not work from the sales order line &quot;create agreement&quot; action, it will only work from within a customer&#39;s agreement tab. This is due to there potentially already being a recurring invoice that is to be added to instead of creating a new one. This gives the flexibility of adding multiple lines to the recurring invoice and linking the agreement, instead of just being able to add the recurring invoice with one line.</em></strong></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjYzE0ZmExLWIzYjItNGU5NC05ZjcwLTgxMTQ5ZmFmMWZiZCJ9.Q5GhRErkm8IZkksM9VGHV-Wmz0E-LHRLQLqPCohRsuI" class="fr-fic fr-fil fr-dib" width="910" style="width: 912px; height: 743.898px;" height="744"></p><p><strong><span style="font-size: 10pt;">Fig 21. Recurring invoice schedule screen.</span></strong></p><p><br></p><p>This first window is where you set the schedule for invoice creation. If you would like invoices to be generated at the start of each month, you can use a similar set up to the above screenshot. Notice the blue box in the calendar &ndash; this represents the invoicing schedule, so it is always handy to flick through this calendar to ensure that invoices will be generated on expected dates. <strong>If you do not set a schedule for a recurring invoice, you will never get paid!</strong></p><p><br></p><p>After clicking save on this window, you will then be presented with the recurring invoice screen. If creating a recurring invoice from the sales order, you will be required to add the associated contract, using the highlighted box shown in <strong>Fig 22</strong>:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwZmE5YTYyLWEwMjctNDgyNC05YjA4LTRlNTBiYTU3ZTFmZCJ9.bUW_gwKMFBWZ3qo9J01kE6ibAxkocDX65caq13dBoRU" class="fr-fic fr-fil fr-dib" width="911" style="width: 913px; height: 428.671px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 22. New Recurring Invoice Screen.</span></strong></p><p><br></p><p>The first thing to do is to add your recurring invoice lines onto your recurring invoice. Click &quot;Add Recurring Item&quot; and find the relevant recurring products to add.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NzFjNzFjLTMzY2UtNDdmOC05YjM5LTRmYjFmZDVlMTQ3NiJ9.OXk3e6htwTEjljLw-PHLGjlIoma4nKRUy7u8o7J7qwA" class="fr-fic fr-fil fr-dib" width="909" style="width: 911px; height: 409.798px;" height="410"></p><p><strong><span style="font-size: 10pt;">Fig 23. Adding Products to a Recurring Invoice.</span></strong></p><p><br></p><p>You add your recurring products onto your recurring invoices by selecting the relevant quantity of each product.</p><p><br></p><p><em><strong>Note:</strong></em><strong><em>&nbsp;A recurring product in Halo is simply a product with the below option enabled.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkZmEwNTVkLWUyYTgtNDkxZC05ZDk5LTA4MjM5ZjUxMjFhNCJ9.GEsI63qgZr7rTr5CXicMHu6JHY6qEeUz6Q-cOiYFRyE" class="fr-fic fr-fil fr-dib" width="678" height="343"></p><p><strong><span style="font-size: 10pt;">Fig 24. Product details and where to mark a product as recurring.</span></strong></p><p><br></p><p>Invoice line quantities can also be determined by the number of licences, users or Assets (of a given type) a client has. For this example, we will consider adding a recurring invoice line that is based on the number of 365 Business Basic licences the client has.</p><p><br></p><p><strong>Pre-Requisite: To enable this feature, head to Configuration &gt; Billing &gt; Recurring Invoices and enable the below option.</strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4YjBkYzk2LTUxNzEtNDY5Ny04ZmFiLTA3YWNmOGEwZGM4ZSJ9.XP9ErquZOv8nuB0lz03yvkbDMB-EKawqqYR3JufJV6A" class="fr-fic fr-fil fr-dib" width="627" height="112"></p><p><strong><span style="font-size: 10pt;">Fig 25. Configuration &gt; Billing &gt; Recurring Invoices.</span></strong></p><p><br></p><p>To set this up, click the pencil to the right hand side of an invoice line to edit it. You will then want to hit the dropdown against the quantity field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhZDc3NDZhLTViOGYtNGMxZC1iYjE2LWE0MTRmZGZkY2M3NSJ9.ntmEeb3IeakyAJefQYL4WwH8AffSN3P-DXBM85qyKgs" class="fr-fic fr-fil fr-dib" width="947" style="width: 949px; height: 449.35px;" height="449"></p><p><strong><span style="font-size: 10pt;">Fig 26. Calculating the quantity of recurring invoice lines.</span></strong></p><p><br></p><p>And select &quot;Calculate quantity from Licence count on creation&quot;. Upon clicking this, you will see a table appear, Click &quot;Add&quot; to specify the licence that you want to use. In this example, we are editing the &quot;Microsoft 365 Business Basic&quot; line, so we will want to tie this to our Microsoft 365 Business Basic licences.</p><p><br></p><p>After clicking &quot;Add&quot;, I&rsquo;m then prompted to select the licence and pro-rata behaviour.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYzQwOWY0LTljYzQtNGIwOS04ZmVjLTlkYzZjYzIxMWU2OSJ9.6YxyXqXfqVfloIdlNeHEevI8WdOvOYOQPMYLHamhkWM" class="fr-fic fr-fil fr-dib" width="614" height="506"></p><p><strong><span style="font-size: 10pt;">Fig 27. Licence type specification.</span></strong></p><p><br></p><p>Microsoft licence counts will be automatically updated from your CSP tenant (if you have this integration enabled), however you may want to also track some software licences manually (anti-virus, for example). To do this, head into the client record and then to the &quot;Software Licences&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5N2UyZDEwLTdmZTEtNGE0NC04NWI2LThhNzJlMzA5ZTE1ZCJ9.ajTR39pQ-ErwFF0G1_crPwan9FjWgjn--Pf_meBd8Ic" class="fr-fic fr-fil fr-dib" width="720" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 28. Software Licences tab on a client record.</span></strong></p><p><br></p><p>This is where you can manually add new licences for the client, or update existing licence counts. Existing licence counts can be manually updated by clicking into the licence, then editing the &quot;Number of Licences&quot; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkZDNlOWE1LTI4OWEtNGY3Ni04ZWJkLThlMDI1Y2IyZjU0YiJ9.kWc3ZBMTH17m6XE2NIHW7w3kU5zyC9a9rX1KGZmTE10" class="fr-fic fr-fil fr-dib" width="747" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 29. Manually editing Software Licences on a client record.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Creating Invoices</span></strong></p><p>When the recurring invoice schedule has been met, you will want to create your recurring invoices. To do so, head to the &quot;Invoices&quot; module and then to the &quot;Ready for Invoicing&quot; section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNTQxNjFmLTg4ZmMtNGI3My1hOTVhLTg2OWJjOTUyOTU3YSJ9.1i4rQHHLaKJ6vIn1Mal8m3EJ2n0huJUvd7kx5YbTdrA" class="fr-fic fr-fil fr-dib" width="1094" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 30. Ready for Invoicing section of the Invoices module.</span></strong></p><p><br></p><p>This screen is an interactive dashboard that displays all records that can have invoices generated for them, but have not yet done so.</p><p><br></p><p><strong><em>Note: The ready for invoicing section allows you to filter on date and customer, should you want to only create a recurring invoice for certain customers. Clicking &quot;Select Everything&quot; will create invoices for everything you see in ready for invoicing &ndash; including labour, projects and Sales Orders.&nbsp;</em></strong></p><p><br></p><p>The first box, titled &quot;Recurring Invoices&quot; will list all Recurring Invoices that are yet to have instances of invoices generated. To select all recurring invoices that need to be created, select the box below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5YWZlNTNiLWZlNjYtNGRkZS05YTBhLTIxYzgzNTYzMjViMCJ9.qP2ttoVPKtSYbgHzwF0TGfWSKB5-zeWcK3f3GX9inq4" class="fr-fic fr-fil fr-dib" width="313" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 31. Selecting all recurring invoices that are to be created.</span></strong></p><p><br></p><p>Click &quot;Create Invoices&quot; to generate!</p><p><br></p><p><strong><span style="font-size: 14pt;">Invoicing for the Hardware</span></strong></p><p>After creating the agreement and the recurring invoice from the sales order line. The Hardware associated to this new customer is to be invoiced for. As there may be many sales order line actions available, there is a configuration setting (Configuration &gt; Sales Orders) that can be used to display the actions of the sales order line as a hover visibility icon, the standard line action display behaviour is &quot;Display actions as buttons&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MzQ3M2Q3LWFmNzktNDYxMi1hMzFhLTMwNmFkYWUxZjkwMiJ9.AwS5PfoHNj0A4ftQpJgfvb_2vuPeIjH6Hm2TbwCIqGw" class="fr-fic fr-fil fr-dib" width="294" height="80"></p><p><strong><span style="font-size: 10pt;">Fig 32. Default action display on sales order lines.</span></strong></p><p><br></p><p>Changing this dropdown option to &quot;Display actions in a dropdown&quot; will allow the option to hover over a sales order line to display the relevant actions:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2YjM1N2EyLTcyZTEtNDkwOS05Mjg3LTQ4NTJhZDQ2MDM3MSJ9.BEjF_ibmlKL60p_6KTroKYNmcoqf5IHzBOWpcY2zF7Y" class="fr-fic fr-fil fr-dib" width="936" style="width: 938px; height: 206.541px;" height="207"><strong><span style="font-size: 10pt;">Fig 33. Action display using hover visibility.</span></strong></p><p><br></p><p>Using this option will declutter the sales order screen.</p><p><br></p><p><strong>Invoice Creation</strong></p><p>At the top of our sales order there is the option to create an invoice with the &quot;Create Invoice&quot; button, which will allow us to invoice the customer for the hardware.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5MDVjNzBkLTVhMDAtNDc2NS1hZGFlLWJiOTU2YzI2NWU3MSJ9.ZzIo98a10kaA6DD9qaW1bDrr77jwp9pC6U9pRtpf2aY" class="fr-fic fr-fil fr-dib" width="925" style="width: 927px; height: 304.322px;" height="304"></p><p><strong><span style="font-size: 10pt;">Fig 34. Create an Invoice Button.</span></strong></p><p><br></p><p>Using this button will display a multitude of options that can be used to trigger the invoice creation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiODFhYzU1LTg3ZTgtNDZkOC04ZDMzLTVhYTVkOTJkNGViNyJ9.0jQbfdc_bNHrIiiR0A90KeTDDHKZV9MyUvjY2V0h_7c" class="fr-fic fr-fil fr-dib" width="628" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 35. Invoice Creation options.</span></strong></p><p><strong><br></strong></p><p>Choosing lines to invoice, we can select the hardware lines and the implementation fee line of our sales order, the other lines have been handled via the new (or existing) recurring invoice.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkMTU0YzRiLWMyNzctNGIzMS04MjIwLTY4Yjk4NDJhMjljMSJ9.0CkRkO4FLfAXhYKKyA5Pgs4WBAgsrX3FqPeNABqdh68" class="fr-fic fr-fil fr-dib" width="623" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 36. Lines to invoice.</span></strong></p><p><br></p><p>If the implementation of projects are billed for up front, this can also be added at the point of invoice creation. The project would contain such items as downloading the RMM, Security Packages, Backup, etc... For a new company this may also include hosting their data on the cloud and setting up a new workspace, etc...</p><p><br></p><p>The new invoice is created and at this point it can be automatically or manually synced to an accounting tool such as Xero or QuickBooks Online. The last thing to be done is creating the project for the new managed service. This is to track and bill for the implementation of this new managed service package. Additionally the budgets can be used to internally track time spent against the implementation phases and create the profit and loss reports.</p>

<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><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><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 are expenses in Halo?</strong></p><p><strong>- Configuring Expenses</strong></p><p><strong>- Logging Expenses</strong></p><p><strong>- Invoicing Expenses</strong></p><p><strong>- Expense reviews&nbsp;</strong></p><p><strong>- &nbsp;Reimbursing Expenses</strong></p><p><strong>- Tracking Expenses</strong></p><p><strong>- Auditing Expenses&nbsp;</strong></p><p><strong>- Export Expenses to CSV</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Expenses in Halo?</span></strong></p><p>Expenses are used to track and/or invoice additional costs associated with a ticket. These costs are not typical charges, therefore the expenses functionality allows you to log an ad-hoc cost against a ticket, under a chosen expense type, and have this expense be added onto an invoice for the customer. Useful for expensing costs such as fuel or hotels when completing a site visit.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Expenses&nbsp;</span></strong></p><p>To enable the expenses functionality head to Configuration &gt; Billing &gt; enable the &#39;Expenses&#39; module using the &#39;+&#39; icon.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjNGQxM2M2LTZlM2UtNDUzOC1iNzYxLTVkMmE3Njc0NmU1NyJ9.5F2GWajmz3hS_1ribquBwe6YMfUqPSkNrlRDP7FFyUo" class="fr-fic fr-fil fr-dib" width="100" height="109"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable expenses module</span></strong></p><p><br></p><p>Once this is enabled click into the module to begin creating expense types.&nbsp;</p><p><br></p><p>An expense type is used to categorise expenses. An item will need to be linked to each expense type, this item will represent the expense on the invoice.</p><p><br></p><p>Select &#39;View/Edit Expense types&#39; &gt; &#39;New&#39; to create a new expense type. Give the type a name and link an item. You may wish to create a new item for each expense type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmYzQ2YmNkLTIzODgtNGVmMC1hNmE1LTc1NjMzNGFjMDE4NSJ9.D3vIlB7kWvRNCCeasdXAqQ_ALN-v3DQ_I1ECM9j1zfg" class="fr-fic fr-fil fr-dib" width="808" style="width: 810px; height: 435.558px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 2. New expense type&nbsp;</span></strong></p><p><br></p><p>The item description will be used to represent the expense on the invoice, the tax against the item will also be used to calculate tax for the expense.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Distance Expense Types (v2.234+)</span></strong></p><p>From v2.234+ you can create expense types specifically for distance. Distance expense types allow agents to enter their distance travelled, rather than having to enter the total cost of the expense. Halo then will calculate the cost of the expense for you based on the distance entered and the rate you set.&nbsp;</p><p><br></p><p>To make a distance expense type set the &quot;Type&quot; field to be &quot;Distance&quot;. Then set the rate at which this distance is reimbursed. In the Figure 3 example the &#39;Mileage&#39; expense will be reimbursed at &pound;0.45 per mile.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViMjg5MzNkLTg3MjAtNGUzMy04MDE4LTY0Yzg0MWEzYzdjZSJ9.MbzzkPKej2WC2radleeLLcsroO-IO0WqBSn3tvtIDuE" class="fr-fic fr-fil fr-dib" width="822" style="width: 824px; height: 508.374px;" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 3. Distance Expense Type</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Logging Expenses</span></strong></p><p>Once the expense module is enabled an additional &#39;Expenses&#39; table will appear against each of your tickets under the &#39;Billing&#39; tab.&nbsp;</p><p><br></p><p><em><strong>Note: Agents with restricted &quot;Invoice Access Level&quot; will not see this tab, unless the Expenses module is enabled which overrides this. Agents will then see the tab, with restricted access to actions on it.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3NjI5M2NlLTAzYmItNGI3Zi05NTNiLTMzNmNiYTFjMzA2MiJ9.r03aDFNuZ4AhqlAdZbfketJyhdoRYXKzaullSdGD0pY" class="fr-fic fr-fil fr-dib" width="1081" height="826"></p><p><strong><span style="font-size: 10pt;">Fig 4. Expenses against ticket&nbsp;</span></strong></p><p><br></p><p>Here, agents can log expenses against the customer assigned to the ticket. When adding a new expense agents will need to enter details of the expense, including the cost and type of expense.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZDZmNmIzLTg0NzUtNGQ4OC04MGJjLThkMmMwZDUxOGJiNyJ9.3jN2zY7Ycc3lfoFDD4ZlAaUJenzTZQvUzXcvHyKGnb8" class="fr-fic fr-fil fr-dib" width="531" style="width: 533px; height: 712.877px;" height="713"></p><p><strong><span style="font-size: 10pt;">Fig 5. Logging an expense&nbsp;</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If the type of expense is a &#39;Distance&#39; expense (v2.234+), agents will just need to enter the distance they travelled and Halo will calculate the cost.&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiYTZkNzQ4LTY3MmQtNGJkNS1hNjE1LWE1OGI2NDNiMzMzYyJ9._esFgvRHDGKhseL8o1FUlYIUEiNTDJojkQ3QpEi4C2w" class="fr-fic fr-fil fr-dib" width="532" style="width: 534px; height: 440.056px;" height="440"></span></strong></p><p><strong>Fig 6. Logging a distance Expense</strong></p><p><strong><br></strong></p><p><strong><span style="color: rgb(226, 80, 65);">Important Note:</span>&nbsp;</strong>Currently, the attachments cannot be added to the expense table when creating expenses. This will be improved in the near future. The current method is to create the expense, then edit the expense again from the table on the ticket and the attachments box will appear where you can add in the attachment for the expense.&nbsp;</p><p><br></p><p><strong>Is billable&nbsp;</strong>- If this is enabled an invoice can be created for this expense. If unchecked an invoice cannot be created.&nbsp;</p><p><strong>Reviewed&nbsp;</strong>- Allows you to mark the expense as already being reviewed. We will cover expense reviews later in this guide.&nbsp;</p><p><br></p><p>An attachment can also be logged against the expense entry, useful for storing a record of receipts/proof of purchase against the expense.&nbsp;</p><p><br></p><p>Agents do not need access to invoicing to be able to log expenses against a ticket. If an agent does not have access to invoicing they will be able to see the &#39;Billing&#39; tab against a ticket but they will not be able to see the charge types table here, they will only be able to see the expenses table.&nbsp;</p><p><br></p><p><a href="https://usehalo.com/halopsa/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom fields</strong></a> are available for expenses. When created for the &quot;Expenses&quot; entity in Configuration &gt; Custom Objects &gt; Custom Fields, the custom fields will appear at the bottom of the screen when logging an expense. This can be useful for the agent to be able to add any additional notes or justification that may be relevant.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmYmE4NmIyLWUxNzgtNGQ3Ni1hNTQ2LTQ3OTU0N2ZkZjBhYyJ9.Nkf-aiNpQhDh9uwIz06BN6cnOteVg_YPUvQFdGlyN-I" class="fr-fic fr-fil fr-dib" width="723" height="313"></p><p><strong><span style="font-size: 10pt;">Fig 7. Custom field on expenses screen</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Invoicing Expenses</span></strong></p><p>Once an expense has been logged against a ticket you will be able to create an invoice for this from the &#39;Ready for invoicing&#39; area.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwYTcwZWRjLWQyMDgtNGFhZS1hMTM5LTYwMWMyZDk2ZDBlNiJ9.mrpvdiRpyOaWWOYh5ZitTOGL4lLpQmRXwHYQSpPN1wg" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 618.94px;" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 8. Expenses area in ready for invoicing</span></strong></p><p><br></p><p><strong><em>Note: The ticket does not need to be closed for the expense to be invoiced.</em></strong></p><p><br></p><p>An invoice can be raised by selecting the expense entry and &#39;create invoice&#39;.&nbsp;</p><p><br></p><p>Although the expense is logged against a ticket it does not come under the &#39;billable labour&#39; for that ticket. Therefore will not appear on the invoice when creating labour invoices. If you would like the expense to be on a single invoice for a customer/ticket you will need to ensure the expense entry is selected at the same time as the labour/ticket entry when creating the invoice.&nbsp;</p><p><br></p><p>Once the invoice is created it will look similar to the example below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5OGNiNmQyLTA3MDYtNGMzMy1hZWQxLWE4MDdlODUwMGY1MiJ9.SuMV1JNmlpG1Iq45xFX8AeMCIuN8LU1603A_RZ4xkbg" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 600.094px;" height="600"></p><p><strong><span style="font-size: 10pt;">Fig 9. Expense invoice example&nbsp;</span></strong></p><p><br></p><p>The item description will be taken from the item linked to the expense type.</p><p><br></p><p>The price of the line will be taken from the expense cost logged against the ticket, if the item has cost/pricing set against it this will be overridden. The tax will be calculated using the tax rate of the linked item and accounts codes will be taken from the linked item.</p><p><br></p><p>Once the invoice has been created the agent can navigate back to the ticket and log against the expense the date the invoice was created.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Expense reviews</span></strong></p><p><strong><span style="font-size: 12pt;">Configuring Expense reviews</span></strong></p><p>Similarly to labour expense entries can be reviewed before allowing an invoice to be raised for them. This is useful in monitoring the expenses your agents log.</p><p><br></p><p>To enable expense reviews head to Configuration &gt; Billing &gt; Expenses, enable &#39;Enable Expense Reviews&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4MmUwNWUwLTM0ZTYtNDc4NC1iNTdjLTExZTFiNWJlOTVjMCJ9.4ReZhl-rz9Rji5SQBgM3FtS37Ekbg70a_-x1DVaXlxs" class="fr-fic fr-fil fr-dib" width="814" style="width: 816px; height: 289.053px;" height="289"></p><p><strong><span style="font-size: 10pt;">Fig 10. Enable expense reviews</span></strong></p><p><br></p><p>Once enabled you will need to set who can review expenses, this is determined by agent permissions. Therefore an agent&#39;s ability to approve expenses can be set per agent or per role.&nbsp;</p><p><br></p><p>Head to Configuration &gt; Teams and Agents &gt; Roles &gt; select a role &gt; Permissions tab, see the permission &#39;Can review Expenses&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiNWY2ODdiLWJiYWYtNGJiYS1iOWJjLTRlODAzODViOWY1YiJ9.jeSk1BykfUYg48KD5yCCm3_Sjls11OVQoIXfB4INvAk" class="fr-fic fr-fil fr-dib" width="595" height="419"></p><p><strong><span style="font-size: 10pt;">Fig 11. Permission to allow an agent to review expenses</span></strong></p><p><br></p><p><strong>None</strong>- Agents with this role will not be able to review expenses. The expenses they log will need to be reviewed by another agent.&nbsp;</p><p><strong>Agents I manage</strong> - Agents with this role can review expenses for the agents they manage. An agent&#39;s manager is set against their agent profile using the &#39;Manager&#39; field, this will be their timesheet manager as well:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyMzkzZDVhLTRiMWItNGEyZC1hNDE4LTgyZjgwMmUyOWZiNyJ9.FTdjYr9OYfakjxjgPxHnRRriaaK-9rSz94z5FWZj6Qw" class="fr-fic fr-fil fr-dib" width="377" style="width: 379px; height: 355.312px;" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 12. The Agents Manager Option (Found in Configuration &gt; Teams &amp; Agents &gt; Agents)</span></strong></p><p><br></p><p><strong>All&nbsp;</strong>- Agents with this role can review expenses for any agent.&nbsp;</p><p><br></p><p>If an agent who has permission to review their own expenses (can review all or is their own team leader) logs an expense they will have an additional option against the expense entry to mark the entry as reviewed (see Figure 5). This bypasses the need for them/another agent to review the expense later.&nbsp;</p><p><br></p><p>The agent that reviewed an Expense is now stored and exposed in the API and can be seen on the Ticket Expense screen.</p><p><br></p><p>Now expense reviews are configured lets see them in action.</p><p><br></p><p><strong><span style="font-size: 12pt;">Reviewing Expenses</span></strong></p><p>Any expenses that need reviewing will appear under the &#39;Expense Reviews&#39; section of ready for invoicing. You will additionally be able to bulk update the &quot;Date Reimbursed&quot; from this screen using the checkbox next to each line &gt; Edit &gt; Mark Expense as Reimbursed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1OGI5OWMzLWNjYjktNGRhMi04ZjNiLTRhZTgwYmE5ZDIwNiJ9.XMgrvHpWWMeAHLEDBEKOlMGyrlTRqAWaRr_8Y0D_mr4" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 485.196px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 13. Expenses awaiting review</span></strong></p><p><br></p><p>Agents can either view all expenses that need review or only see expenses for the agents that they manage. If the reviewing agent only has permission to review expenses for agents that they manage they will not be able to see expense entries for other agents.&nbsp;</p><p><br></p><p>Agents can filter this area by agent, allowing them to restrict results to a chosen agent&#39;s expenses if they wish. They will also be able to filter by the date the expense was added. This is done using the filter profiles highlighted in Figure 14.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4ZDU4NWY4LTczZmEtNDcyOS05YmRjLTc4YTQzNWVkZThjNSJ9._Yoi3tqhA43KPPw3ku293Tu5Mu5x5z7QQ2kro2RFW2U" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 479.862px;" height="480"></p><p><strong><span style="font-size: 10pt;">Fig 14. Filters for expense area</span></strong></p><p><br></p><p>An expense entry can be selected to see more information on the expense, this will take you to the ticket the expense was logged against.&nbsp;</p><p><br></p><p>Expenses can be reviewed by selecting the checkbox against the entry &gt; edit &gt; review.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1OTI2OTkxLTQxYjMtNDE4Yi04NjNkLWQ0NTFjYTJjNzFhMSJ9.EoB7IqaC1pnxD403AkM5eia2ugXhn0maFAgcI5G4um4" class="fr-fic fr-fil fr-dib" width="418" style="width: 420px; height: 298.902px;" height="299"></p><p><strong><span style="font-size: 10pt;">Fig 15. Review expense</span></strong></p><p><br></p><p>Once the entry is reviewed this will appear in ready for invoicing and an invoice can then be created for this expense.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Edit/view expense details from review screen</span></strong></p><p>Right clicking on an expense entry from the expense reviews area will allow you to easily edit and view the expense details from the expense review screen.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2ZDQ4YmY2LWExZmItNGFlNy04ODdhLWRiMTBhMWZjNmE0YyJ9.WWH9DtGyNPXqu3OqJBDMpUssupfHeYBsPQRLrUS0o2Y" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 476.35px;" height="476"></p><p><strong><span style="font-size: 10pt;">Fig 16. The Expenses Area in Awaiting Review</span></strong></p><p><br></p><p>This right click action allows the editing of expenses, specifically you may want to check that the expense has an attachment associated with it. This shows on the edit expense modal window:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiOTUxOGNmLTgyODMtNDNkOC04MjRjLTU1MTRjODNjMWM1NyJ9.QpcmE6xklM7aJ1M-veLjF8s8KnTQAuwoO1l_QezV5jQ" class="fr-fic fr-fil fr-dib" width="540" style="width: 542px; height: 544.481px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 17. Adding an attachment to an expense from the awaiting review screen</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reimbursing Expenses</span></strong></p><p>A sub list is available under the &#39;Expenses&#39; section of Ready for Invoicing called &#39;Awaiting Reimbursement&#39;. Here you can see all expenses that require reimbursement. On versions prior this &nbsp;the &#39;Date reimbursed&#39; column in the &#39;Expenses&#39; area can be used to see which expenses still require reimbursement.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3Njc5Mzk5LTdlZDAtNDI0OS05YjRjLWY4NjQ5ZjJiYTVkNyJ9.WrblJc0SokpFh2CdtF-cuGcaY-cxCfylBo212TE8BqE" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 428.471px;" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 18. Awaiting Reimbursement area</span></strong></p><p><br></p><p>All expenses will appear here until they are marked as &#39;reimbursed&#39;.&nbsp;</p><p><br></p><p>To mark an expense as reimbursed select each expense in the list to mark, hover over the &#39;Edit&#39; button on the page and select &#39;Mark Expense as Reimbursed&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1MGFmNzhjLWZlYmUtNGZiOC1hMGI5LWVhZGU4NWE3MzZkZiJ9.sS8rPwRWuGlXaF53uSpfZhIdrdBabkNeQQ-RooRG-U8" class="fr-fic fr-fil fr-dib" width="894" style="width: 896px; height: 338.168px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 19. Mark expenses as reimbursed</span></strong></p><p><br></p><p>When used, you can choose the date the expense was reimbursed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MzFlYzUzLThhMjUtNDU0ZS04ZmZmLWQ5YTNiNTI5YjA1NyJ9.inkbhzLeTkOAky1oASwM7Kyc5c9kzc3WtKaqoEIso9Q" class="fr-fic fr-fil fr-dib" width="605" style="width: 607px; height: 209.343px;" height="209"></p><p><strong><span style="font-size: 10pt;">Fig 20. Choose date to reimburse expense</span></strong></p><p><br></p><p>Once marked as reimbursed the expense entry will be removed from the &#39;Awaiting Reimbursement&#39; area as no further action is needed.&nbsp;</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Tracking Expenses</span></strong></p><p>If you log expenses for tracking purposes rather than invoicing purposes you can create a report in your Halo instance to track the expenses that have been logged. Expense data is stored in the table &#39;Expense&#39;. For a basic example expense report see the below example.&nbsp;</p><p><br></p><p><strong>Data source for the report:</strong></p><div style="color: #000000;background-color: #fffffe;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;" id="isPasted"><span style="color: #0000ff;">select</span><span style="color: #000000;">&nbsp;EXFaultid&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Ticket ID],<br>EXDescription&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Description],<br>(</span><span style="color: #0000ff;">select</span><span style="color: #000000;">&nbsp;uname&nbsp;</span><span style="color: #0000ff;">from</span><span style="color: #000000;">&nbsp;uname&nbsp;</span><span style="color: #0000ff;">where</span><span style="color: #000000;">&nbsp;exunum&nbsp;</span><span style="color: #778899;">=</span><span style="color: #000000;">&nbsp;Unum)&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Agent who Logged the expense],<br>EXAmount&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Cost],EXDateAdded&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Date added],<br>EXDateInvoiced&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Date invoiced],<br>EXDateReImbursed&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Date Reimbursed],<br>exreviewed&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Reviewed?],(</span><span style="color: #0000ff;">select</span><span style="color: #000000;">&nbsp;uname&nbsp;</span><span style="color: #0000ff;">from</span><span style="color: #000000;">&nbsp;uname&nbsp;</span><span style="color: #0000ff;">where</span><span style="color: #000000;">&nbsp;exreviewedunum&nbsp;</span><span style="color: #778899;">=</span><span style="color: #000000;">&nbsp;Unum)&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Reviewed by]<br></span><br><span style="color: #0000ff;">from</span><span style="color: #000000;">&nbsp;EXPENSE&nbsp;<br></span><span style="color: #778899;">join</span><span style="color: #000000;">&nbsp;uname&nbsp;</span><span style="color: #0000ff;">on</span><span style="color: #000000;">&nbsp;exunum&nbsp;</span><span style="color: #778899;">=</span><span style="color: #000000;">&nbsp;unum&nbsp;</span></div><p><br></p><p><br></p><p><strong>Report results using the above query:</strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMmU2NTlkLTc4ZDgtNGU2Yy04ZjViLTI5YTBiMTI0ZDk1NSJ9.18U1CyePvznZioAr4w_UJJtdLFmYUHHDfabD9VIfu64" class="fr-fic fr-fil fr-dib" width="1045" style="width: 1047px; height: 454.315px;" height="454"></p><p><strong><span style="font-size: 10pt;">Fig 21. Expense report example</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Auditing Expenses</span></strong></p><p>The &quot;Audit Log&quot; tab of a Ticket will show where expenses have been added and changed on a Ticket. This is a useful feature if invoicing for expenses in order to ensure they are accurate.</p><p><br></p><p>To enable the Audit Log, enable &quot;Display the Auditing Tab&quot; in Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Forms&quot; tab &gt; &quot;Agent Ticket Details Form&quot; section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0OTY5MzRiLWI4MWUtNGJlYy05MmVkLTcyYWNlYmE2OGIwOSJ9.AZGSIrNl6lJcvwVSsUmEHJ-Cke5CLYhoQEIRJ__Ljlo" class="fr-fic fr-fil fr-dib" width="979" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 22. Audited expenses</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Export Expenses to CSV&nbsp;</span></strong></p><p>Expenses can be imported to a CSV file. Useful if you need to import this data into another tool. To do this hover over the three dots in the top right hand side in the &#39;Expenses&#39; area and select the option &#39;Export to CSV&#39;. This will download a CSV document containing expense information for expenses on the current page.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkNzc0YTM2LTBjMDUtNDczNC1iMTlmLWI0MTk1MWMyOGVmMSJ9.iulRD3rkQxo1kZqDsAjDfw4m0zIsl30WWzlLpVHkS1o" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 338.998px;" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 23. Export to CSV</span></strong></p>

<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>Configuration &gt; Supplier Contracts</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2537" target="_blank" rel="noopener noreferrer"><strong>Supplier Agreements/Contracts</strong></a></li></ul>

<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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 13.6229%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.9952%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_supplier_contracts">Supplier Contracts Default Column Profile<br></td><td style="width: 13.6229%;">Single Select</td><td style="width: 52.9952%; text-align: left;">The column profle selected here will be used as a default for anyone viewing the Supplier Contracts page. This can then be overriden per Agent at their convenience.</td></tr><tr><td style="width: 33.3333%;" id="configitem_columns">Configure Column Profiles</td><td style="width: 13.6229%;">Button</td><td style="width: 52.9952%; text-align: left;">This will take you to the menu for creating and configuring Supplier Contract Column Profiles. These allow the addition (or restriction) of any Supplier Contract information to be displayed on the table view, and can be ordered and sorted as you see fit.</td></tr></tbody></table>

<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>Configuration &gt; Sales &gt; Views</strong></p>

<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; 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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><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; 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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; 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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><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; 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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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 11.3975%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.2692%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="default_view_opps">Default View</td><td style="width: 11.3975%;">Single Select</td><td style="width: 55.2692%; text-align: left;">The selection made here will dictate the default View that any Agents viewing the Opportunities screen will use. This can be overridden on a per-Agent or per-Team basis.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="default_view_opps_selectedid">Default List</td><td style="width: 11.3975%;">Single Select</td><td style="width: 55.2692%; text-align: left;">Should &quot;My Lists&quot; be chosen as the Default View, then the relevant List can be selected here.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="uselistgroups">Allow grouping of Lists</td><td style="width: 11.3975%;">Checkbox</td><td style="width: 55.2692%; text-align: left;">When checked, the ability to categorise Lists into groups is made available. An additional button for configuring these will appear.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="show_lists_before_teams">Show custom lists above Teams in the &#39;By Team&#39; view<br></td><td style="width: 11.3975%;">Checkbox</td><td style="width: 55.2692%; text-align: left;">When enabled, ticket lists will show about the team dropdowns in the &quot;Tickets by Team&quot; view.</td></tr><tr><td style="width: 33.3333%;" id="">Configure Lists</td><td style="width: 11.3975%;">Button</td><td style="width: 55.2692%; text-align: left;">This will open up the menu for configuring Lists. Fields for which are explained in a section below.</td></tr><tr><td style="width: 33.3333%;" id="configitem_filters">Configure List Groups<br></td><td style="width: 11.3975%;">Button</td><td style="width: 55.2692%; text-align: left;">This will open up the menu for configuring List Groups. Fields for which are explained in a section below.<br></td></tr><tr><td style="width: 33.3333%;" id="">Configure Filter Profiles</td><td style="width: 11.3975%;">Button</td><td style="width: 55.2692%; text-align: left;">This will open up the menu for configuring Filter Profiles. Fields for which are explained in a section below.<br></td></tr><tr><td style="width: 33.3333%;" id="">Default Filter Profile</td><td style="width: 11.3975%;">Single Select</td><td style="width: 55.2692%; text-align: left;">The option chosen here will dictate the default Filter Profile which Agents will see when they first open the Tickets view. These will be available from the Filter Profiles configured via the above button.</td></tr><tr><td style="width: 33.3333%;" id="">Configure Column Profiles</td><td style="width: 11.3975%;">Button</td><td style="width: 55.2692%; text-align: left;">This will open up the menu for configuring Column Profiles. Fields for which are explained in a section below.<br></td></tr><tr><td style="width: 33.3333%;" id="default_filter_id_opps">Default Column Profile</td><td style="width: 11.3975%;">Single Select</td><td style="width: 55.2692%; text-align: left;">The option chosen here will dictate the default Column Profile which Agents will see when they first open the Opportunities view. These will be available from the Column Profiles configured via the above button.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Configure Lists</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 11.1256%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.5411%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">List Name</td><td style="width: 11.1256%;">Free Text</td><td style="width: 55.5411%; text-align: left;">This will be the name of the List, as it displays throughout the application.</td></tr><tr><td style="width: 33.3333%;" id="type">Use</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">The selection made here will determine which Area this List can be viewed in. This will be restricted to Opportunities in this case.</td></tr><tr><td style="width: 33.3333%;" id="group">List Group</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">Should the functionality for List Grouping be enabled, this will allow you to set the group that this particular List belongs to.</td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence in lists</td><td style="width: 11.1256%;">Integer</td><td style="width: 55.5411%; text-align: left;">This number will determine where this List appears in lists of Lists. Should two or more Lists share the same Sequence value, they will be ordered alphabetically.</td></tr><tr><td style="width: 33.3333%;" id="">List Visibility</td><td style="width: 11.1256%;">Single Selection</td><td style="width: 55.5411%; text-align: left;">The selection made here will decide who can use / see this List. Should a restriction be placed, the below option will be made available.</td></tr><tr><td style="width: 33.3333%;" id="">Agent / Team</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">This allows you to set a value for the above filter.</td></tr><tr><td style="width: 33.3333%;" id="showcounts">Show counts in Treeview</td><td style="width: 11.1256%;">Checkbox</td><td style="width: 55.5411%; text-align: left;">When checked, this will add a small Counter aside the sections in this List detailing how many Opportunities matching the current Filter Profile&#39;s criteria are present in that List.</td></tr><tr><td style="width: 33.3333%;" id="column_profile_id">Column Profile</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">The selection made here will determine which Column Profile is used in this List.</td></tr><tr><td style="width: 33.3333%;" id="lock_view_type">List display type</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">This provides a choice of which display to use when viewing this list (this is enforced). These options consist of Kanban, Table, Tile, etc..</td></tr><tr><td style="width: 33.3333%;" id="">Show in the &quot;By Team&quot; view</td><td style="width: 11.1256%;">Checkbox</td><td style="width: 55.5411%; text-align: left;">This will determine if this List appears in the &quot;By Team&quot; view, as an additional set of sections.</td></tr><tr><td style="width: 33.3333%;" id="">Team to show under</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">Should the above be enabled, this selection will determine where the List appears under on the Team view.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Halo API</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">This provides a list of linked Instances&#39; APIs to choose between. The selection of one of these (other than &quot;My Halo API&quot;) will move you to another instance in order to access their list of tickets. This is used to allow different organisations to interact with eachother&#39;s tickets.</td></tr><tr><td style="width: 33.3333%;" id="">Filter Profile</td><td style="width: 11.1256%;">Single Select</td><td style="width: 55.5411%; text-align: left;">This allows the choice of a Filter Profile to apply to this List.</td></tr><tr><td style="width: 33.3333%;" id="">Additional Criteria</td><td style="width: 11.1256%;">List</td><td style="width: 55.5411%; text-align: left;">These criteria can be added in addition to the selected Filter Profile to further refine the List. You can configure this to match fields with varying criteria to certain values. For example; &quot;Agent&quot; &gt; Includes &gt; Joe Bloggs, Sandra Bullock.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Configure List Groups</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 10.957%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.7097%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">List Group Name</td><td style="width: 10.957%;">Free Text</td><td style="width: 55.7097%; text-align: left;">This will be the name of the List Group as it will appear elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="type">Use</td><td style="width: 10.957%;">Single Select</td><td style="width: 55.7097%; text-align: left;">This will decide where this List Group is used, and therefore where it will be available.</td></tr><tr><td style="width: 33.3333%;" id="sequence">List Group Sequence</td><td style="width: 10.957%;">Integer</td><td style="width: 55.7097%; text-align: left;">This sequence value will dictate where the List Group is placed in lists, with lower values placing the group higher up the list.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Configure Filter Profiles</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 10.762%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.9781%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Filter Profile Name</td><td style="width: 10.762%;">Free Text</td><td style="width: 55.9781%; text-align: left;">This will be the name of the Filter Profile as it is seen elsewhere in the system.</td></tr><tr><td style="width: 33.3333%;" id="type">Use</td><td style="width: 10.762%;">Single Select</td><td style="width: 55.9781%; text-align: left;">The selection made here will decide the Area(s) in which the Filter Profile can be applied. This will be restricted to Opportunities in this case.</td></tr><tr><td style="width: 33.3333%;" id="">List Visibility</td><td style="width: 10.762%;">Single Select</td><td style="width: 55.9781%; text-align: left;">This will determine the restrictions placed on the use of this Filter Profile. You can restrict this by Agent, Team or not at all.</td></tr><tr><td style="width: 33.3333%;" id="">Agent / Team</td><td style="width: 10.762%;">Single Select</td><td style="width: 55.9781%; text-align: left;">Should the above field not be set to &quot;All Agents (Global)&quot;, then an Agent or Team will need designating in order for them to see this Filter Profile. This cannot currently be done for multiple Teams or Agents, so if you would like a certain group to have this and they are not already contained to a Team, I suggest a non-functional Team is created for this purpose.</td></tr><tr><td style="width: 33.3333%;" id="filters">Criteria</td><td style="width: 10.762%;">List</td><td style="width: 55.9781%; text-align: left;">Any criteria added to this list will be applied as filters on any Opportunities being viewed via this Filter Profile. All of the selected filters will be applied, and they are based on Ticket fields meeting certain requiements.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Configure Column Profiles</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 10.7367%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 56.0034%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Column Profile Name</td><td style="width: 10.7367%;">Free Text</td><td style="width: 56.0034%; text-align: left;">This will be the name of the Column Profile as it is seen elsewhere in the system.</td></tr><tr><td style="width: 33.3333%;" id="type">Use</td><td style="width: 10.7367%;">Single Select</td><td style="width: 56.0034%; text-align: left;">The selection made here will determine the Area(s) in which this Column Profile can be used. This will be restricted to Opportunities in this case.</td></tr><tr><td style="width: 33.3333%;" id="">List Visibility</td><td style="width: 10.7367%;">Single Select</td><td style="width: 56.0034%; text-align: left;">This will determine the restrictions placed on the use of this Column Profile. You can restrict this by Agent, Team or not at all.<br></td></tr><tr><td style="width: 33.3333%;" id="columns">Columns</td><td style="width: 10.7367%;">List</td><td style="width: 56.0034%; text-align: left;">This list will contain any Fields that will be present on this Column Profile. These can be re-ordered, as well as being able to be sorted or grouped by default. You also have the ability to rename the column incase the field name is not appropriate.</td></tr><tr><td style="width: 33.3333%;" id="tile_html">Tile Layout</td><td style="width: 10.7367%;">Rich Text</td><td style="width: 56.0034%; text-align: left;">The HTML here determines the layout and fields when using Tile view in the Opportunity List. By default, tile view is only used on mobile devices.<br></td></tr><tr><td style="width: 33.3333%;" id="card_html">Kanban Card Layout</td><td style="width: 10.7367%;">Rich Text</td><td style="width: 56.0034%; text-align: left;">The HTML below determines the layout and fields when using the Kanban view in the Opportunity List.<br></td></tr></tbody></table>

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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><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"; 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} .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><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 id="isPasted">Configuration &gt; Asset Management &gt; User - Asset Relationships</strong></p><p><br></p><p><strong id="isPasted">Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/956/" target="_blank" rel="noopener noreferrer"><strong>Linking Assets</strong><br></a></li></ul>

<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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 14.0602%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 52.5579%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 14.0602%;">Free Text</td><td style="width: 52.5579%; text-align: left;">Decide the name given to the user relationship i.e. &quot;Maintained By&quot; which would be allocated to the user maintaining the asset. You can add relationships by going to the relationships tab of an asset and right clicking on the user of an asset and then clicking into &#39;Edit relationship&#39;.<br><br>Within the relationship you can add in roles, roles are configured per asset type under the &#39;Roles&#39; Tab.</td></tr></tbody></table>

<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 style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong>In this guide we will cover:</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>- What is the IPECS Integration?</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>- Enabling Call Management</strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong>- Connecting IPECS</strong></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;"><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">What is the IPECS Integration?</span></strong></p><p>IPECS can be integrated with Halo to display the call screen when a call is received from IPECS.</p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 14pt;">Enabling Call Management</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">First, we want to ensure that your Call Management module is enabled.&nbsp;</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;">To do this, head to the <strong><em>Configuration &gt; Channels &gt; Call Management</em></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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5ZTMwOGVmLWUxODAtNGUzZi04ZTg0LWRhODFlZmRmYzljNCJ9.-VYyeMlsAQZmnZhn8t6LcqCu9zxlHKotdMQDu0r0XNs" width="280" height="97" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 1. Call Management module.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>If it is enabled, it will be coloured and if it is disabled, it will be grey. To enable, hover over the module and press the &#39;+&#39;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting IPECS</span></strong></p><p>Click into the module, then select &#39;General Settings&#39;. Then grab the URL given under the &#39;Integrations&#39; tab.</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;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4YTFlMWEzLTMwNjUtNGY1NS04NWRiLTNlMzhjY2JiN2UzMCJ9.bHGl45WRpQlxyC65GGyoSjmACHOP5hQQRGib7BZYDI4" width="796" style="width: 796px;" height="224" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><span style="font-size: 10pt;">Fig 2. URL.</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>Next, head to your IPECS cloud settings tab, then T<strong>ools &gt; Options &gt; Call</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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p>Here you&#39;ll want to enable the &#39;Use CRM pop-up&#39; setting, then &#39;search&#39; and here you can insert the URL and any settings that are applicable to you.</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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p><strong>For IPECS CCX Integration, you will need to change callerid=@callerid to callerid={NUMBER}</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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; 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>After this, there are some default Halo settings to configure.</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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwZTU0NzZhLWI5Y2YtNDgyMy1hZTA4LTU2MTU1ZTA4ZDAyYSJ9.ZxaALAdjNqRA_5sv2CQ7yPAxAaQ5p6Cr-2eAJgRfqO0" width="876" style="width: 876px; height: 455.782px;" height="455.782" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Call screen configuration.</span></strong></p>

<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>- Setting a Linked Asset Type for Serialised Assets</strong></p><p><strong>- Setting a Default product for an Asset type</strong></p><p><strong>- Creating Serialised Assets</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1845" target="_blank" rel="noopener noreferrer"><strong>Items &amp; Stock Control</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1983/" target="_blank" rel="noopener noreferrer">Receiving Stock for Serialised Products &amp; Delivering to the Customer</a></li></ul><p><br></p><p>Products/items can be linked to serialised assets for sales orders, and after consignment will show against the customer&#39;s site. This is done by linking a product to an asset type for serialised assets.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting a Linked Asset Type for Serialised Assets</span></strong></p><p>You can set a linked asset type for serialised assets. This allows you to select an asset tag when consigning or receiving stock for the product and converting to an asset.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzYzY1Y2ZhLTNmZTItNGEwYi1iMjM1LWZiN2Y2OGYwZmFmYyJ9.x3KFdaoCYHfaW8VZIlsX5t8JUDS22wZOFQWQHzpN4YA" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 364.449px;" height="364"></p><p><strong><span style="font-size: 10pt;">Fig 1. Linked Asset Type.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting a Default product for an Asset type</span></strong></p><p>Each asset type can have a default item set against it. This is used to link any assets of this type to the correct product when they are created outside of a stock flow (when created manually or from an integration).&nbsp;</p><p><br></p><p>This is done using the &#39;Default Product for new Assets&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1OWY4NzkxLThjYjctNDU3OS1hN2U5LWEzYWE1ZGFjNGFjZSJ9.U7iikdBv9KYJwc4Jyd1R5hifLtdCoJRITpCPxZu2X4g" class="fr-fic fr-fil fr-dib" width="761" style="width: 763px; height: 547.012px;" height="547"></p><p><strong><span style="font-size: 10pt;">Fig 2. Default Product for new Assets</span></strong></p><p><br></p><p>Assets need to be linked to a product to be able to be consigned to sales orders/tickets containing this product. If this field is not populated assets of this type created manually (or from an integration) will not be able to consigned as they will not be linked to a product. This field should be populated with the product associated with assets of this type.&nbsp;</p><p><br></p><p>When assets are created via stock processes (outlined below), the asset created will be linked to the item it was created from rather than the default product set against the asset type.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Serialised Assets</span></strong></p><p>To decide when the serialising occurs, you can set a default in Configuration &gt; Items and Stock Control &gt; Stock Control section. In this example, consignment happens when stock is added, however the process is the same.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliZDJhNTNkLTA4M2MtNDhlMy04NjUxLTBhNWRlZGU5ODA5ZSJ9.G35ejXdGju2L2RHwjG4MWzZH67KpwLQ0OOYo4Q1N7iw" class="fr-fic fr-fil fr-dib" width="236" height="138"></p><p><strong><span style="font-size: 10pt;">Fig 3. Create Serialised Assets.</span></strong></p><p><br></p><p>Once your product is in stock (either by existing stock or via a purchase order), you can consign your items.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjZjQzZDUxLTBkYzItNDE4YS04Zjk0LWIwZjJhMjk0MGE4NiJ9.NCSLKwsnaFXniK9wNFhGlcUvAArv8O0jNAmapWOdCNM" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 276.263px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 4. Consign Items button.</span></strong></p><p><br></p><p id="isPasted">A popup will show to select the stock location, and then serialise the assets. When consigning products that have a linked asset type, you will be asked to serialise each asset. If an asset linked to this product already exists (and is not already consigned elsewhere), then an existing asset can be selected. You can browse stock to link to existing (already serialised) assets. If there are no available assets to consign you can create a serialised asset off the back of the product, this asset will then be linked to this product.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3MjMxMzdjLTdiOWQtNDQ0My05MzZhLWMzNGZmMjMwZDEyMCJ9.aru7SCg3q2M3mQuyi_70JeO5XWDFJF2Ja9sUffw7KbM" class="fr-fic fr-fil fr-dib" width="708" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 5. Serialising assets.</span></strong></p><p><br></p><p>You can consign existing unlinked serialised assets on Purchase Orders providing the &quot;Allow consignment of existing Assets when delivery it set to Deliver to the User&quot; checkbox is selected in Configuration &gt; Purchase Orders. This allows existing assets to be linked during consignment. &nbsp;&nbsp;</p><p>&nbsp;&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5ODA3ZjA0LWRiZTctNGNmZS1iMTgyLWFhNDZjMWQyMDMxNCJ9.0cBr_5FWZW95Dd2k5zyiddXBJAk45fCHIWZ6FOvkmNk" class="fr-fic fr-fil fr-dib" width="710" style="width: 712px; height: 348.426px;" height="348"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Consigning existing assets &nbsp;&nbsp;</span></strong></p><p><br></p><p>The newly created assets will be taken out of stock, and moved to the consignment location. When existing assets are consigned the will also be moved to the consignment location.&nbsp;</p><p><br></p><p>You will see that the items have now been consigned on the sales order, as well as via a popup in the right corner.</p><p><br></p><p><span style="font-size: 11pt;" id="isPasted"><em><strong>Note: There may be a column on the sales order for &quot;Consigned Products&quot;. This is simply the count of products that have been consigned and the quantity on the sales order, i.e. 4/10 would mean 4 items have been consigned out of a possible quantity of 10, 10 being the quantity of HP Laptops set on the sales order.</strong></em></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4YjdjMmI4LWYyODktNDZiYy05ZTRlLTY1YTJmZDdjY2U4MiJ9.fXh_c5__wY3pkySGKZ-EwTBdBjARFoGAaJj6oUp6cMY" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 242.293px;" height="242"></p><p><strong><span style="font-size: 10pt;">Fig 7. Consigned item on the sales order.</span></strong></p><p><br></p><p>If you click on the &quot;Consignment&quot; column of the line, you can view the assets that have been serialised in that consignment. Through here, you can also navigate to the main asset page to assign it to a certain user within that site.</p><p><br></p><p>You can also delete the consignment here. Deletion is the only way to make the &quot;Consign Items&quot; button appear afterwards, and the &quot;Consigned&quot; column on the line will go down by the relevant number as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNWRmNWYxLWJkMDEtNDU2Ni05ZDI1LWE5M2MwYTcwNmE5OCJ9.ftzMTiq4GHe5OIlykzKKTECmQun_1XS2ZpGALwZZ8fQ" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 233.453px;" height="233"></p><p><strong><span style="font-size: 10pt;">Fig 8. Serialised Assets connected to the consignment.</span></strong></p><p><br></p><p>When viewing the site of the end-user set against the sales order, the asset will appear within the list.</p><p><br></p><p><span style="font-size: 11pt;"><em><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkMTgxZTkzLTE5MTAtNDU5My1iNmIxLWY4N2YwMTc1YzAwNSJ9.7qryNrBCFn96k7c3L08ffgZYqnnfP1mpro2HDMLIkm8" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 229.66px;" height="230"></strong></em></span><strong><span style="font-size: 10pt;">Fig 9. Serialised asset on site.</span></strong></p>

<div><div><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 id="isPasted"><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- What is the XSOAR Integration?</strong></span></p><p><span style="font-size: 11pt;"><strong>- Connecting XSOAR to Halo</strong></span></p><p><span style="font-size: 11pt;"><strong>- User Matching</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>What is the XSOAR Integration?</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">XSOAR can be integrated with Halo to allow for the creation of tickets in Halo from incidents in XSOAR.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Connecting XSOAR to Halo<br></strong></span></p><p><span style="font-size: 11pt;">The integration between Halo and XSOAR is configured mostly in XSOAR.</span></p><p><span style="font-size: 11pt;">The attached Yaml files can be downloaded and used to import the configuration into your XSOAR instance.</span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: If viewing this guide on our website, please go to the&nbsp;</strong></em></span><span style="font-size: 11pt;"><em><strong><a href="https://support.haloservicedesk.com/kb?id=2056" target="_blank" rel="noopener noreferrer"><strong>support portal</strong></a></strong></em></span><span style="font-size: 11pt;"><em><strong>&nbsp;to download these files.</strong></em></span><strong><em><br></em></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you&#39;ve imported the configuration, you then need to add an instance of the HaloITSM integration and enter your Halo URL and the credentials for a Client ID and Secret application created in your Halo.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ODE3NmNhLTNhOWItNDgyNi05ZDk3LTgzZGZjYzdkZGE3MiJ9.KfFdkxHgQHLZlPQWyJRNl4eEuTLFASKbFT-gcx2gCbo" width="467" height="559" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. XSOAR configuration.&nbsp;</strong></span></p><p><br></p><p><span style="font-size: 11pt;">The imported playbook can be configured to map different fields for ticket creation. The incident ID field should not be changed, but all others can be updated to map the desired information. Additional fields can be added, but this will require adjusting the integration to handle them.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The format for the customfields input is the same as when updating customfields via the API e.g.</span></p><p><span style="font-size: 11pt;">[{&quot;id&quot;: 123, &quot;value&quot;: &quot;My customfield value&quot;}]</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The default user and ticket type can be specified in Halo</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Currently, this integration can only be used to create tickets in Halo from XSOAR. However, this functionality will be expanded in the future to allow the synchronisation of updates between the incident in XSOAr and the ticket in Halo.</span></p><p><br></p><p><strong><span style="font-size: 14pt;">User Matching</span></strong></p><p><span style="font-size: 11pt;">If the username field is set during the create ticket command, it will attempt to match to a user in Halo using the username, email, and network login fields. If no user is found, the ticket will be logged under the default User.</span></p></div></div>

<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><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><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><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 are Custom Tabs?</strong></p><p><strong>- Creating a Custom Tab</strong></p><p><strong>- Adding a Custom Tab to a Ticket Type</strong></p><p><strong>- Adding a Custom Tab to an Asset Type</strong></p><p><strong>- Adding a Custom Tab to an Action</strong></p><p><strong>- Adding Custom Tabs to the Navigation Menu</strong></p><p><strong>- Other Uses tab</strong></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1437/" id="isPasted" target="_blank" rel="noopener noreferrer">Custom Tabs</a></strong><strong><br></strong></li></ul><p><br></p><p><br></p><p>This video by Connor from Renada goes over the use case of using custom buttons and tabs.</p><p><br></p><p><iframe width="560" height="315" src="https://www.youtube.com/embed/2hiv9d-wpKc?si=43HklIEPezTPxDKJ" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Custom Tabs?</span></strong></p><p>Custom Tabs are a means of displaying custom fields, Iframes or dashboards within a new tab under an entity (such as a customer or ticket). For example, you may want a dedicated tab for housing all the contact details for a user, such as all their available numbers, extensions and preferred form of contact. Iframe tabs are useful for embedding information or portals from other tools into selected Halo entities. Dashboard tabs are useful for displaying metrics about an entity, for example a tab containing a dashboard showing the metrics for a project, this dashboard can then be viewed by agents within the project ticket under it&#39;s own tab.&nbsp;</p><p><br></p><p>We have a dedicated guide on custom tabs for dashboards <a href="https://usehalo.com/haloitsm/guides/2264/" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Custom Tab</span></strong></p><p>In Configuration &gt; Custom Objects &gt; Custom Tabs, you will see a list of existing tabs. Ensure the entity is set to what you want to create the tab for, then click new. In this example, we will go through the most common use case: making a ticket tab, and then showing how to add this tab to the ticket type.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyMDRiNmQ3LWU2MTYtNGNlMS1hNjhiLWU4YTNhMjY5Yjk3NCJ9.wL_Au9t6GL6zQ5UOAylMOyXur6fDHaFnAGYgMpHyUQs" width="1221" height="97" 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: 1223px; height: 96.8012px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 1. Selecting a tab entity</span></strong></p><p><br></p><p>A screen will show to configure the new tab. Choose the name, sequence (order it will appear in relative to other tabs once added to the entity), and the &quot;Type&quot;. The Type will determine what information can be stored in this custom tab, Fields, an Iframe or a Dashboard.</p><p><br></p><p>When creating a custom tab to hold custom fields simply choose how many columns of fields the tab should use, then save. Fields are set to show under this tab against the field themselves.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkOTg5Y2ZkLThkNjEtNGVkNi1hNjQ5LWI2YTRiZTNhM2IyOSJ9.UJ0PNbTqwp6bwIAQch96U7ts3ydgp_OrXac7N0VmaO4" class="fr-fic fr-fil fr-dib" width="1108" style="width: 1110px; height: 477.411px;" height="477"><strong><span style="font-size: 10pt;">Fig 2. Creating a Custom Tab</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When creating a custom tab to show an Iframe, set the Type of the tab to be Iframe then enter the URL to embed.&nbsp;</span>If you are creating a Custom Tab for the Navigation Menu, from v2.244+, you will instead have the checkbox option to &quot;Open in Halo as iFrame&quot;.</p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 12pt;">Set which Fields show under a Custom Tab&nbsp;</span></strong></p><p>When creating a custom field you can choose if/which custom tab it is displayed within using the &quot;Tab&quot; field. The field will display under the tab chosen here. For a refresher on how to create custom fields check out the &quot;<a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a>&quot; guide.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyYjVjNmViLTY3ZTEtNDljNi1iZGU1LTUyMjg0OGJjMjlmOSJ9.dVU7IaJTxVIHYJECs7NFNtbjLnCT9cjcIfwlBfstlV0" class="fr-fic fr-fil fr-dib" width="1559" style="width: 1561px; height: 727.786px;" height="728"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding a custom field to the Custom Tab</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Note: You will only be able to assign custom fields to a custom tab of the same entity, for example, only user custom fields can be assigned to user custom tabs.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Custom Tab to a Ticket Type</span></strong></p><p><strong><span style="font-size: 12pt;">Adding Custom Tabs of type &quot;</span></strong><span style="font-size: 12pt;"><strong>Fields&quot;</strong></span></p><p><span style="font-size: 11pt;">To have a custom tab that is used to store custom fields show under a ticket type, just ensure and fields that are assigned to this tab are in the field list of the ticket type.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjNmE5NmYwLTY0NDktNDQzYy04ZDk3LWI0YWUzMTk0OTUzOSJ9.lRCm_ZbeLvz_BGHddEA3MGgraktP-tcp5YyuGETuioU" class="fr-fic fr-fil fr-dib" width="1627" style="width: 1629px; height: 767.638px;" height="768"></span></p><p><strong><span style="font-size: 10pt;">Fig 4. Custom Field in a Ticket Type&#39;s field list</span></strong></p><p><br></p><p data-pasted="true">Now, when viewing a ticket of that type, the custom tab will show, containing the field(s) assigned to the tab that are also in the field list for the ticket type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NzA5MzI1LTU5ZDctNGI3OC05Yjg0LTZkZjM0OTRjMWJjNiJ9.V5acsN7CP5HYya_Lj9hVDTVCjnipB4athiu9C1CScw8" class="fr-fic fr-fil fr-dib" width="1460" style="width: 1462px; height: 516.208px;" height="516"></p><p><strong><span style="font-size: 10pt;">Fig 5. Custom tab and custom field on a ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Note: The tab will not appear if no fields contained within it are added to the ticket type field list.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Custom Tabs of type &quot;Iframe&quot; or &quot;Dashboard&quot;</span></strong></p><p>Unlike other entities, additional steps must be taken to have ticket Iframe/Dashboard custom tabs show. After the tab has been created you will need to set which ticket types the tab shows under, allowing you to create ticket type specific tabs.&nbsp;</p><p><br></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;" data-pasted="true">To do this head to Configuration &gt; Tickets &gt; Ticket Types &gt; select a ticket type you would like the tab on &gt; Allowed Values &gt; Custom Tabs section.</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 data-pasted="true">Here you have the option to &#39;Allow all Custom Tabs&#39;, if enabled will show all the custom tabs you have created for tickets. If you do not allow all custom tabs, you can add the allowed tabs into the table below, only tabs in this table will appear on this ticket type.&nbsp;</p><p><br></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.eyJpZCI6IjQyMmE1ODk5LWI3MmQtNDViNy1iM2ViLWI2ZjIwMzVlNjgyNiJ9.CwjJB6LwIWbd9jzn7HYgJ-ayf8xcp_TlYUZS0rhUQPU" width="1124" height="328" class="fr-fil fr-dib" style="width: 1126px; height: 327.867px;"></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><span style="font-size: 10pt;">Fig 6. Allowed custom tabs against a ticket type</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Custom Tab to an Asset Type</span></strong></p><p>The setup required to have a custom tab display for assets will differ depending on the type of the custom tab. For custom tabs of type &quot;Fields&quot; setup will also differ depending on if asset fields or custom fields for assets are assigned to the tab.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Adding Custom Tabs of type &quot;Fields&quot;</span></strong></p><p>A custom tab will display for an asset if any fields that are set to show for that asset type are assigned to the tab. For example, if the field &#39;Date Purchased&#39; is set to show on the asset type &quot;Laptop&quot;, and the field is assigned to a custom tab, the custom tab will show for all assets with the type &quot;Laptop&quot;.</p><p><br></p><p>The way in which fields for assets are assigned to a custom tab will differ depending on if the field is an asset field or a custom field for assets. If you are not familiar with the difference and uses of these two types of field please read our guide <a href="https://usehalo.com/haloitsm/guides/1785" target="_blank" rel="noopener noreferrer" data-pasted="true">here</a>.&nbsp;</p><p><br></p><p>To assign a custom field for assets to a custom tab, simply select the tab the field should be displayed under when editing the custom field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ZTQyNGM1LTBiMTAtNDVjYi05ZDQ3LTgxMmE3NGM2ZGQ3MSJ9.7K9QYOZanmVwy2ChU7xsyl_q8qu7n5GinHCXUwFuh7w" class="fr-fic fr-fil fr-dib" width="1476" style="width: 1478px; height: 865.429px;" height="865"></p><p><strong><span style="font-size: 10pt;">Fig 7. Custom field for assets assigned to the &quot;Lifecycle Details&quot; tab</span></strong></p><p><br></p><p>Now, this field will be displayed under this tab for all assets.&nbsp;</p><p><br></p><p>To assign an asset field to a custom tab, head to Configuration &gt; Asset Management &gt; Asset Types &gt; select a Type &gt; Field List tab &gt; edit a field. When editing the field here, use the &quot;Tab&quot; field to choose the tab to assign the field to.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0NTg4MTI5LTg1ZWQtNGFkZS05NDQ3LWZiOWQyNWVhMDkwMSJ9.NsEJE0PreP5JVBP2NRFAP2kWBs-0hCCp1LPBrmCsFTM" class="fr-fic fr-fil fr-dib" width="540" style="width: 542px; height: 804.579px;" height="805"></p><p><strong><span style="font-size: 10pt;">Fig 8. Assign asset field to the &quot;Lifecycle Details&quot; tab</span></strong></p><p><br></p><p>As the field is being assigned to a tab within the field list of an asset type, this will only apply to assets of this type. That is, the &quot;Date Purchased&quot; field will only appear under the &quot;lifecycle Details&quot; tab when viewing assets of this type. When viewing this field on other asset types, it may appear elsewhere (depending on the asset type configuration).&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Adding Custom Tabs of type &quot;Iframe&quot; or &quot;Dashboard&quot;</span></strong></p><p>Once a custom tab of type &quot;Iframe&quot; or &quot;Dashboard&quot; is created this will appear on all assets, of all types automatically. However, you can hide this tab for chosen asset types, useful when a dashboard is only relevant to assets of a particular type, for example.&nbsp;</p><p><br></p><p>To do this head to Configuration &gt; Asset Management &gt; Asset Types &gt; select a Type &gt; Layout tab &gt; change the &quot;Tab Layout&quot; field to &quot;Custom&quot;. Now you will see a list of all the tabs currently set to be visible for this asset type, including any custom tabs. To hide the custom tab, edit this from the list and set the &quot;Display&quot; to be &quot;Hide&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljYzQ5NzcyLWQ1ODEtNGJmNy05ZjU0LWIzNTQ5ZjFiMTVhMiJ9.eGJaAtmzWFVmamT-8P7WjSOPEJaLCieLckGInEcDhLU" class="fr-fic fr-fil fr-dib" width="1664" style="width: 1666px; height: 676.156px;" height="676"></p><p><strong><span style="font-size: 10pt;">Fig 9. Edit the Custom tab view against an asset type</span></strong></p><p><br></p><p>Now, using the Figure 9 example, the custom tab &quot;Utilization Dashboard&quot; will not show on assets that have the type &quot;Monitor&quot;.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Custom Tab to an Action</span></strong></p><p>Action custom tabs are used to organise where action fields show when editing an action. Action custom tabs will show within any action containing a field that is assigned to this custom tab.&nbsp;</p><p><br></p><p>To assign an action custom field to a custom tab head to Configuration &gt; Custom Objects &gt; Custom Fields &gt; change entity to Action &gt; select a field &gt; use the &quot;Tab&quot; field to assign the field to a tab.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxYjZkZTgyLWI5NjctNDczNi05YmIxLTJmYWQ2ZDg2YjM2YyJ9.KwSJc5-bGISqgCHPMOGwkxqMjHl5YfD8rA3d63Vq6rE" class="fr-fic fr-fil fr-dib" width="1420" style="width: 1422px; height: 811.552px;" height="812"></p><p><strong><span style="font-size: 10pt;">Fig 10. Action field assigned to action custom tab</span></strong></p><p><br></p><p>Now, when this field is used on an action, it will still appear alongside all the other fields for the action when the action is being logged.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwMDczMTQyLTk4MDgtNDA5My04M2Q1LWJmYmZlMWJjMWUwOSJ9.p5mXJHAbeHX73LpFJ11Npd7TD1JYIxPA8n1LCb0KgHM" class="fr-fic fr-fil fr-dib" width="1397" style="width: 1399px; height: 439.221px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 11. Action custom field when action is being logged</span></strong></p><p><br></p><p>After the action is logged, when editing the tab will be visible, any action fields assigned to the tab will appear here.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3MmFiOTE5LTRhYmMtNGRmZS05YmYyLWJlYTA0YTcwNDA3NSJ9.E4D1egj9_zN-ozhuQa1p1bsoN4PaGPnDxD9d5yIqraQ" class="fr-fic fr-fil fr-dib" width="1013" style="width: 1015px; height: 324.834px;" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 12. Action Custom Tab in use</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Custom Tabs to the Navigation Menu</span></strong></p><p><span style="font-size: 11pt;">Custom tabs can be created for the &quot;Navigation Menu&quot; entity to add a module to the navigation menu that when clicked opens a specified link. Useful when you would like a shortcut in Halo to take you to another tool.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When creating a custom tab for the navigation menu you will will need to enter the URL that should be opened when this new module is opened.&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1YzZkYmVjLTQ4NDMtNDViMy05ODFmLTk1NDZjNjg1ZDI2NyJ9.EkIx9kKoqI8Zb0xVJu0OPAh-aVb5wWnhhy35ULdzVgI" class="fr-fic fr-fil fr-dib" width="1768" style="width: 1770px; height: 449.689px;" height="450"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 13. New Custom Tab for Navigation Menu</span></strong></p><p><strong><br></strong></p><p><span style="font-size: 11pt;">Once saved you will need to make this visible in your navigation menu(s). Head to Configuration &gt; Advanced Settings &gt; Screen Layout Profiles &gt; change entity to Navigation Menu &gt; select the navigation menu you would like this tab (module) to appear on.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyZWY2ZWM0LWY5N2ItNDQwMS1iYmM4LTA0ZmExM2U5OTdhOCJ9.DKfubqdAeZlrD4Hj3UlRyfQ7g3tUcvR-UDyg7GE7eRU" class="fr-fic fr-fil fr-dib" width="1789" style="width: 1791px; height: 885.879px;" height="886"></p><p><strong><span style="font-size: 10pt;">Fig 13. Set Custom Tab for Navigation menu to be visible</span></strong></p><p><br></p><p>Now, the tab will be created as a module in this navigation menu.&nbsp;</p><p><br></p><p><strong><em>Note: Multiple navigation menus can be created to allow different agents to have different navigation menu options. For information on creating and assigning navigation menus checkout our guide <a href="https://usehalo.com/haloitsm/guides/2521" target="_blank" rel="noopener noreferrer">here</a>.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Other Uses</span></strong></p><p>You will find an &quot;Other Uses&quot; tab in your Custom Tab setup. In this tab, you can quickly view which Ticket Types the Custom Tab has been added to for quick reference, with embedded links to go straight to that area &gt; Button layout tab. Here, find the tab you just created and edit it to set the visibility.&nbsp;</p><p><br></p><p><strong><em>Note: This tab will only appear upon saving after configuring the action.<br></em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhOTYxMjcwLTJmMmItNGY5Yi1hYTU0LWFjNzgyZTZhNGIzNiJ9.6iin-T6m_d5UojY6pn2qSHZBJh-7YMgN4Fnwu4es7I4" class="fr-fic fr-fil fr-dib" width="355" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 14. Other Uses</span></strong></p>

<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 id="isPasted">Configuration &gt; Users &gt; Site Fields</strong></p>

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} 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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 30.5422%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 18.9209%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.5065%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 30.5422%;" id="name">Field Label</td><td style="width: 18.9209%;">Free Text</td><td style="width: 50.5065%; text-align: left;">The name of the Site / Asset field which will display in lists and details tabs.</td></tr><tr><td style="width: 30.5422%;" id="sequence">Sequence</td><td style="width: 18.9209%;">Integer (Site fields only)</td><td style="width: 50.5065%; text-align: left;">This number dictates where this field will be placed in lists. Fields with the same sequence will be sorted alphabetically.</td></tr><tr><td style="width: 30.5422%;" id="validate">Type of Field</td><td style="width: 18.9209%;">Single Select</td><td style="width: 50.5065%; text-align: left;">Allows the choice of what the input type is for this field, i.e. free text, rich text, or simply a number, for example</td></tr><tr><td style="width: 30.5422%;" id="systemuse">System Use</td><td style="width: 18.9209%;">Single Select</td><td style="width: 50.5065%; text-align: left;">This presents a list of the different functions this field will perform. These will be relevant to whatever systems you have enabled in your instance.&nbsp;</td></tr><tr><td style="width: 30.5422%;" id="mandatory">Mandatory</td><td style="width: 18.9209%;">Checkbox</td><td style="width: 50.5065%; text-align: left;">When checked, this field will need to be filled out whenever it is present on a form.</td></tr><tr><td style="width: 30.5422%;" id="showonactivity">Display this field on the Site &amp; User Overview Screens</td><td style="width: 18.9209%;">Checkbox (Site fields only)</td><td style="width: 50.5065%; text-align: left;">This will make the value of this field be visible on the Site &amp; User Overview section which will pop up against Assets and Tickets, etc..</td></tr></tbody></table>

<div><div><div><div><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><div><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><strong><span style="font-size: 11pt;">- How to setup a webhook to trigger a runbook</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Within the Runbooks module of Halo you can generate a link to the runbook from which you can send payloads to. To begin configuring this, create a new runbook by navigating to Configuration &gt; Integrations &gt; Custom Integrations and then click into the module, the screen shown will be:</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4ZDI4OTQ0LTU4ZDAtNGYxZC04YjQ2LWEzMjlhZjUxNjdiNyJ9.ckli_mFZiEjaibOgdMi6eFR6JeM5b2jfy-Zj9Bn830c" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Custom integrations page.<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Click into &quot;Integration Runbooks&quot; and then click &quot;New&quot; in the top right hand side. From here you will be redirected to the details tab of the new runbook, from which you can set the Runbook start access field.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzMmNiMjZmLTgyNjAtNDA5Yy1iOTJhLTkzNmMyZWVlMzI5NyJ9.Mzh9A7yIJ2zkod6WQNNt_XoUCmfzfJrfpBkgdmd-x0Q" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Runbook start access.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The access can be set to &quot;Can only be started from Halo and from a public endpoint&quot; this will generate the URL for the runbook, which is used to allow a runbook to be triggered from a POST being made to the endpoint. After saving the runbook, the URL will display like this.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlZmJlYzMyLTcyMzYtNGY5MS04MWNjLWMyZmQ1MmM3YTllMSJ9.f7GqB0kFC0c5xgpsO6Xd-6R_LGzHynp0mskDwZfpGtE" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Obtain URL for the runbook.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This can be set as the Payload URL of a webhook. To create a webhook navigate to Configuration &gt; Integrations &gt; Webhooks and then click new from the top right hand side of the screen. The Payload URL can be populated with the runbook URL and set the method to Post.</span></p><p><br></p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNzFlNTdjLWMzN2QtNDBhMi1hNzBmLWRlZDVkN2ViMTU4MyJ9.q0R1Y1927qOqnvrhkVDgcz6NPukxfCkmqEqHcOgKNqU" class="fr-fic fr-fil fr-dib"><p><br></p><p><span style="font-size: 10pt;"><strong>Fig 4. Populate payload URL for webhook with runbook URL.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For this example the event trigger for the webhook will be &quot;Invoice Created&quot;.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNGRlODk4LTBlNDMtNDNmZC04MzA3LTZlMWE2M2ZiOTdjYSJ9.QoWL2q2EvFo_7QQHOGAmjy_Iy96_pqLn6nz5LAA2z0w" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Trigger for webhook.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This will send the Payload for the newly created invoice to the runbook endpoint, which will then trigger the runbook. At the point of the runbook starting, the runbook level variables can be adjusted accordingly. After creating the runbook, the webhook and then creating a new invoice, you will be able to see the payload for your runbook via the &quot;Log&quot; tab of the runbook.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhODMzZjY2LWE4YzItNDhkZS04YTQ2LTFkNGQxMGFkNzNmNyJ9.r1rkhTwn1SpkpcxTW7imQyj9AYKGLLm5pAmJdPZ7DT4" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Log tab of runbook</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This log can be clicked into, and the payload is visible within the request data tab of the log.</span></p><p><br></p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmMGUwODNlLTI5ZTQtNDE1Zi1iZTEyLTU5ZmVmODQ4ZWVmYSJ9.04fMoVZchHX-tmsgdWVYuS2klJpJ-y3Xo7x22fmue58" class="fr-fic fr-fil fr-dib"><p><br></p><p><span style="font-size: 10pt;"><strong>Fig 7. Payload within log</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Within the request tab, you will see the Payload.</span></p><p><span style="font-size: 11pt;"><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlY2FkYTcxLTczZWItNGQ0Zi04OWIyLWEwNGY3YWMzMDZhYyJ9.EDaTykRaSKWQYytDr5Ic7ThfU474a63-gtc4yTgSBV4" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Payload in request tab</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">We can then create a runbook level variable, which in this case is the Invoice ID, which displays as the object_id in the above payload.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzOGZmN2Y2LTE2MGQtNDdjMC1iNjc2LWY4NjY4ODNiMmRmMSJ9.PDmOCASK8L0lTe1SKpvR1Ffe3ZB9UYmci8pGiMR4_sQ" class="fr-fic fr-dii" style="width: 1205px; height: 220.198px;" width="1203" height="220"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Creating runbook level variable</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The variable for the runbook will now display as &lt;&lt;Name&gt;&gt; which in the above example would be &lt;&lt;Invoice ID&gt;&gt;. It is important to include the &lt;&lt; &gt;&gt; before and after the value you are extracting from the request payload.</span></p></div></div></div></div></div>

<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><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>- Setting Article access in the portal</strong></p><p><strong>- Setting Article Owners</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1844/" rel="noopener noreferrer" target="_blank">Knowledge Base</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Setting Article Access in the Portal<br></span></strong></p><p>To allow access to the portal to log tickets, service requests, view service statuses, view knowledge base articles and approve/reject requests without requiring authentication, then uncheck &#39;Require users to login to access the portal&#39; (Configuration &gt; Self Service Portal). When allowing anonymous usage of the Self-Service Portal, you will be prompted to select an anonymous User Site.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjMzliN2NmLTgwODEtNDZjZC1iODY4LTMxMjI2YWM3M2VhZCJ9.Uv_MVkR0gUfB9RXBLcg6Ihq4V2r92h-R1Myej2VXOno" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 171.613px;" height="172"></p><p><strong><span style="font-size: 10pt;">Fig 1. Turning Off The Setting &quot;Require Users to login to access the portal&quot;.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOTUyMjBiLWJkNDItNDdiOS05MjAyLWFhYjQ1ZTA4Y2VlMCJ9.TgN-EVNoKii-Otl06hOgoLE-QkPByl7AdHvpjSu78vk" class="fr-fic fr-fil fr-dib" width="359" height="184"></p><p><strong><span style="font-size: 10pt;">Fig 2. The User attributed to anonymous tickets.</span></strong></p><p><br></p><p>This will be the site anonymous tickets are raised under. Allowing people that are not users to log tickets.</p><p><br></p><p><strong><em>Note: Halo will recognise users&#39; email addresses and assign tickets to existing users (provided the correct contact details have been entered). You can limit the access of your knowledge base based on the FAQ List or Teams that can access this Article when you are creating or editing the article. You can also limit by customer and limit the user access on the FAQ list as shown in Fig 4.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNTlhMDE0LTA2ZTMtNDZmYS04YjhjLTg5MzFlMDAyMWFiOSJ9.ljWxFqKHBjjiUYxlwDHq11jzXKmicJ2PDOCdV54YgzM" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 367.035px;" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 3. Restrictions On Articles.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkYzkxZGU2LTc2ZTktNDZkZS1hNzU3LWVhMzdmNmQ2MDc4ZCJ9.n3_nKHopiTTF0sFhuQtBbeZmm-6hHHl5T7i4lkWtuw0" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 169.517px;" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 4. Found within &quot;</span></strong><span style="font-size: 10pt;"><strong>Configuration &gt; Knowledge Base &gt; *Configure FAQ Lists Button* &quot; Option to Add User Role Access For The FAQ List.</strong></span></p><p><br></p><p>This is how the knowledge base looks like on the Self Service Portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYWRjODk4LTQ1MmUtNDkwMC1hMjEyLTY1NTFmYmU2OWNjMyJ9.r0V1RSGa8bN6KbeLaedDCzPoqHzmLuSU4BZIYMqrk-U" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 785.699px;" height="786"></p><p><strong><span style="font-size: 10pt;">Fig 5. Self Service Portal Knowledge Base UI.</span></strong></p><p><br></p><p>Both users and agents are able to vote on articles and the score will be reflected on each article. You can set an option for users to leave a comment when they log negative feedback on an article. There are also the following default options found in Configuration&gt;Self Service Portal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NTQzMTQ2LTQyMzAtNDUyNy04N2ZlLWI1YjExZDdjNjNlMyJ9.jo5v25DpqFaVK2rH1G2dRbwajleWeV-4Y-5M2KTbQzg" class="fr-fic fr-fil fr-dib" width="436" height="259"></p><p><strong><span style="font-size: 10pt;">Fig 6. Global Searching Options For The Self Service Portal</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Article Owners</span></strong></p><p>There is a table of owners against articles. Multiple agents can be added to this table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjNTgwMmYyLWQzMmYtNDE1NS1hOGQ2LTk3ZGM3YTMyZGE2NiJ9.ld290xWX407LvWjY3djB1lY7SvBgr5zPRVVqzpFqyww" class="fr-fic fr-fil fr-dib" width="709" style="width: 711px; height: 187.993px;" height="188"></p><p><strong><span style="font-size: 10pt;">Fig 7. Article Owners Table</span></strong></p><p><br></p><p>When creating new articles, if no owners are specified it will default to the agent creating the article.</p><p><br></p><p>Additionally, approval processes based on the owner of the linked article will use the owners of the article. If no owners have been specified, it will fall back to using the creator of the article as the approver.</p><p><br></p><p>Teams can be added as owners in addition to individual agents. When adding an owner, a selection can be made between team or agent, and then owners added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4ODIyOTMyLWU1YjAtNDc0Ni05N2NkLTliYTkzY2ZhY2I1YyJ9.4i29LDEybYklMyAKyx6cpkxeujCsz7jvOzApF1hfufw" class="fr-fic fr-fil fr-dib" width="711" height="403"></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding owners.</span></strong></p><p><br></p><p>The table will specify when it is a team like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhYzIzNDg5LTMwODItNGZhNi05YmZmLTk3ZTIxZmEzZWZjZCJ9.sLCSM9YJ7R9Bfu6Vq4i-t7doG4I9ggd826ItehIeLvU" class="fr-fic fr-fil fr-dib" width="1296" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 9. Teams and agent owners.</span></strong></p><p><br></p>

<div><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><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><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Changing Report Colour Palette from Application Colour</strong><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><br></p><p><span style="font-size: 14pt;"><span id="isPasted"><strong>Changing Report Colour Palette from Application Colour</strong></span><br></span></p><p><span style="font-size: 11pt;">You can change the Report Chart Default Colour Palette in Configuration &gt; Reporting &gt; General Settings:</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlNDAyYmFmLTBlZGUtNDJkYS1iMGNkLWFjYWZiZDc0ODQ1ZSJ9.7z6iIhhtInx5LAq2236Na3ysD3VQ3njec_JxzpRKN1s" class="fr-fic fr-fil fr-dib" style="width: 822px; height: 312.616px;" width="822" height="312.616"></p><p><strong><span style="font-size: 10pt;">Fig 1. Report Chart Default Colour Palette in Configuration &gt; Reporting &gt; General Settings</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">By default, this setting will be set to &#39;Standard&#39; which will contain the original standard report chart colours. The other new option is &#39;Application Colour&#39;, these report chart colours will be a mixture of different shades based on the application colour. This will be different depending on which app you are viewing the report in. An example of &#39;Application Colour&#39; can be seen below:</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNWVjYzlmLThmZWUtNGRiNy1hOWUyLTY1MjhhMzliYWIzZCJ9.WHitiQLNBV52Zw7C6u84ANrZRmSB7yDOvk5wJ7DXUfM" class="fr-fic fr-fil fr-dib" width="670" style="width: 670px; height: 283.421px;" height="283.421"></p><p><strong><span style="font-size: 10pt;">Fig 2. Example Bar Chart based on Application Colour</span></strong></p></div>

<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><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>- &nbsp;Pre-Requisites</strong></p><p><strong>- Mailbox setup Overview</strong></p><p id="isPasted"><strong>- Configuring Multiple Connection credentials for a single Mailbox</strong></p><p><strong>- Mailbox Access Control&nbsp;</strong></p><p><br></p><p><br></p><p><br></p><p><strong><em><span style="color: rgb(226, 80, 65);">IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason it is recommended that you start with an empty mailbox.</span></em></strong></p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Pre-Requisites</span></strong></p><p><strong><span style="font-size: 12pt;">1. The incoming service must be enabled in your instance.&nbsp;</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This is activated for all hosted customers automatically.&nbsp;</span></p><p><br></p><p>To check whether the service is currently enabled, navigate to Configuration &gt; Advanced Settings &gt; Backend Services, check that the incoming service checkbox is on and that the scheduling service is set to yes.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNjczNGM5LWI2MTAtNDVmMi1iYjY1LTE2NzBhZjdjMDcyYiJ9.KdZfxpu8S_upc0evIFWnkctjzdj30PlFOzT65N1GrmM" width="743" style="width: 745px; height: 426.1px;" height="426" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 1. Incoming Service enabled</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="font-size: 11pt;">If you are <span style="font-size: 11pt;" data-pasted="true">On-Prem</span> and the service is not yet active in your instance, and you are unsure of the implications of activating it, please contact your account manager or the Halo support team.&nbsp;</span></p><p style="margin-left: 20px;"><br></p><p style="margin: 0px;" id="isPasted"><strong><span style="font-size: 12pt;">Additional Pre-requisites for On-Prem Customers</span></strong></p><p style="margin: 0px;">On-Prem customers will have the scheduling handled via the Halo DB Integrator, this scans the mailbox and imports the mail on a set schedule.&nbsp;</p><p style="margin: 0px;"><br></p><p style="margin: 0px;">Ensure you have the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1766" id="isPasted" target="_blank" rel="noopener noreferrer">DB integrator setup</a> and set to process incoming mail.&nbsp;</p><p style="margin: 0px;"><br></p><p style="margin: 0px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhY2NkN2U1LThiODktNGI4ZC1iM2RhLTE2ZTc2OWRlNTU0MCJ9.15m6sVtaEpfV0FzB6rKBhQXZ_8Ilk7V_pTurDPOAiNs" width="438" height="409" style="max-width: 100%; height: 408.774px; width: 440px;" class="fr-fic fr-fil fr-dib"></p><p style="margin: 0px;"><span style="font-size: 10pt;"><strong>Fig 2. Halo DB Integrator</strong></span></p><p id="isPasted"><br></p><p>The frequency in which the scheduled task should be run is determined by the integrations that are being processed by the Halo DB Integrator, and how much data will be processed via the third-party sync. The incoming mail should be enabled on the list of integrations within the Halo DB Integrator. An integration such as incoming mail is recommended to run every few minutes.</p><p style="margin: 0px;"><br></p><p style="margin: 0px;">Once the Halo DB integrator is set to process incoming mail ensure you have enabled the scheduling service.&nbsp;</p><p style="margin: 0px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjNTM2ZjkwLTI2MDUtNDdmZS1iNGE0LWQzZjViNDZkMTk3YSJ9.cZ8qAyb8gIJ6l9sIF-kOoyOeJ9tJzgnMmfN4jj9d8dE" width="844" height="324" style="max-width: 100%; height: auto; text-align: left;" class="fr-fil fr-dib"></p><p style="margin: 0px;"><strong><span style="font-size: 10pt;">Fig 3. Enable scheduling service</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mailbox setup Overview<br></span></strong></p><p>Start by opening the configuration page, head to email, choose Mailbox Setup and click New. This takes you to a new mailbox setup screen.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1YTU4OGRhLTdiYjgtNGY1Zi04Njc0LWQ0YmExZWU3NjUyOSJ9.s2w5WPIAmUbQlgy6kcJUqLm44maJUGUmqWNDZuj-3Lg" class="fr-fic fr-fil fr-dib" width="1092" height="1021"></p><p><strong><span style="font-size: 10pt;">Fig 4. New Mailbox screen, including all Mailbox connection types</span></strong></p><p><br></p><p>First enter a name for your new mailbox, this will be what the mailbox is known as in Halo.&nbsp;</p><p><br></p><p>&nbsp;Now select the mailbox connection type. The connection type chosen is dependent on the mail server you are using to process your mail, common public mail servers providing support for most connection types. Each connection type has it&#39;s own dedicated guide, refer to this to see how to connect using the respective type:</p><p><br></p><ul><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2639" id="isPasted" target="_blank" rel="noopener noreferrer">Office 365/Azure&nbsp;</a><strong><br></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1521/" rel="noopener noreferrer" target="_blank"><strong>Google</strong></a></li><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/875/" id="isPasted" target="_blank" rel="noopener noreferrer">IMAP/POP3/EWS</a></li></ul><p><strong><em>Note: When authenticating your mailbox via Azure, you are redirected to the Microsoft login page. The address you log in with here will be the mailbox used for creating tickets &amp; sending emails, so if you authenticate with your personal (admin) account, all of your personal emails will be deleted &amp; created as tickets. If you are using a shared mailbox, please ensure that the licenced user is added as a delegate user on the shared resource.</em></strong></p><p><br></p><p>The area you enter the credentials for connection will depend on the version of Halo you are on. If you are on a version prior to 2.182 the connection credentials can be entered in the &#39;Incoming&#39; tab. Connection type will be chosen in the &#39;Details&#39; tab and a button for &#39;Credentials&#39; will be visible. The credentials button will need to be selected, new set of credentials added, then credentials can be entered here. This allows for multiple credentials to be entered per mailbox. See the section &#39;Configuring Multiple Connection credentials for a single Mailbox&#39; of this guide for more information on this.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Incoming email settings</span></strong></p><p>Once you have connected your mailbox you can configure how incoming emails are treated. Settings for this are found under the &#39;Incoming&#39; tab against the mailbox.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNjFkOWJmLTQ2NWEtNDIwMC04MGU3LTYwMTI2MTJkYTIxZiJ9.XeZmYqCG3Qc-IKk6EiS2g3pLu4bF-BnvHozy1Dr3JbQ" class="fr-fic fr-fil fr-dib" width="743" style="width: 745px; height: 731.512px;" height="732"></p><p><strong><span style="font-size: 10pt;">Fig 5. Incoming email settings for mailbox</span></strong></p><p><br></p><p>Here are various settings to determine if/how emails log new tickets.&nbsp;</p><p><br></p><p>At the end of this page is also an option to Import emails from the mailbox, this will import any messages in the mailbox that have not already been processed and removed by Halo. When you connect to your mailbox emails will begin processing automatically but this button can also be used to import manually. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyYTA3NjYwLWNlYTUtNDMwOS1iOTM3LWVjYzMzNzIzMGQxMCJ9.rztXAEtQ-HxUNkv_eq-vSNbenzr5Wf49lplTLMy0eHQ" class="fr-fic fr-fil fr-dib" width="1274" height="258"></p><p><strong><span style="font-size: 10pt;">Fig 6. Import emails button</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Outgoing Email Settings</span></strong></p><p>Next navigate over to the outgoing tab at the top of the settings list. Here we see a similar range of settings related to how Halo will send emails out to your customers.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMTdkZWJmLTI4M2MtNGIxMC1hNzQyLWRmZGI3YjNjZWQwOCJ9._uBrpA1UBRRRv0qJZaOGWinLXubPh_-oUWyjfqbqsLQ" class="fr-fic fr-fil fr-dib" width="1263" height="1055"></p><p><strong><span style="font-size: 10pt;">Fig 7. Outgoing Email Configuration for the Azure Connection Method</span></strong></p><p><br></p><p>When not using Google/ Azure this page, much like the previous, asks you to input the SMTP credentials for your address on your mail server. This is the set of instructions that tells the server who is sending and how the mail will get sent.</p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>When setting up outgoing email, make sure to select a mailbox within the &quot;Outgoing Email Defaults&quot; Button.</em></strong></p><p><br></p><p><strong>You will also see some additional options beneath the &#39;Send a Test Email&#39; option:</strong></p><p><br></p><ul><li><strong>Message Group</strong> - This is a collection of email templates and can be used to personalise the emails sent from Halo based on the mailbox sending the emails.</li><li><strong>Sending Restrictions&nbsp;</strong>- Allows you to determine who can send emails from this mailbox, based on Team or Department membership.</li><li><strong>Email Signature Overrides</strong> - Allows you to set, per agent, a distinct email signature to be used. This ensures agents send emails with the relevant email signature based on the mailbox the email is being sent from.</li></ul><p>Simply click &#39;Save&#39; to save your mailbox configuration.</p><p><br></p><p><strong><span style="font-size: 12pt;">Inbound/Outbound Log</span></strong></p><p>Under the &#39;Inbound log&#39; and &#39;Outbound log&#39; tab you can see the logs for all incoming and outgoing mail for this mailbox. This can be used to help troubleshoot any issues.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Configuring Multiple Connection credentials for a single Mailbox</span></strong></p><p>Multiple credentials for connection to the mailbox can be configured. This is primarily used when you are using multiple instances, as this allows you to link credentials to a specific instance, so a single Halo mailbox can contain credentials to access multiple Azure/Google/IMAP/POP3/EWS mailboxes. Each of these mailboxes will be linked to your production, UAT or dev instance, each instance will then only process the mail in the mailbox the associated credentials give access to.</p><p><br></p><p>To do this choose your connection method under the &#39;Details&#39; tab of the mailbox then hit the &#39;Credentials&#39; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmM2IwM2U3LWUyOWMtNDJhNS04ZDM3LWUwNDQwZTQ0NjM5OCJ9.35sFoTdd5j-p1zS4DTVpNdHCRgcO305H2WCAHvv117o" class="fr-fic fr-fil fr-dib" width="1058" style="width: 1060px; height: 589.192px;" height="589"></p><p><strong><span style="font-size: 10pt;">Fig 8. Credentials Button</span></strong></p><p><br></p><p>A pop-up window will appear, add a new row here. In this pop-up window you will need to enter the connection details applicable to the connection method you have chosen for the mailbox (for information on how to obtain these details see the article relating to the connection method you are using).&nbsp;</p><p><br></p><p>If you are using multiple instances and you can have an option to choose which instance these credentials are applicable to. For this to appear you need to enable &#39;Enable config change tracking for mailboxes&#39; under configuration &gt; advanced settings.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwZWU4YmI0LTI0OTktNGFjOC1hMTNkLTVkMTA2MDNhYzFiOSJ9.Bxds51yRNPBG3JgGn5XSmy_WkWF2FuTAoadP-UVTuQw" class="fr-fic fr-fil fr-dib" width="1143" style="width: 1145px; height: 498.859px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 9. Instance Credentials are used for</span></strong></p><p><br></p><p>The instance will then only process mail for the mailbox that the credentials give access to. Once these credentials are completed save this, open up the credentials area against this mailbox again and add a new set of credentials.&nbsp;</p><p><br></p><p>If configuring multiple credentials, the credentials configured must authorise different Azure/Google/IMAP/POP3/EWS mailboxes. If you configure two sets of credentials for the same (<span style="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-align: left; 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; display: inline !important; float: none;" id="isPasted">Azure/Google/IMAP/POP3/EWS</span>) mailbox, the mail will be split between the two instances.&nbsp;</p><p><br></p><p>If you are not using multiple instances the &#39;Instance&#39; option will not appear, the credentials will only apply to the current instance and all mail in this mailbox will be processed into this instance of Halo.&nbsp;</p><p><br></p><p>Under the &#39;Details&#39; tab of the mailbox you will then see which mailbox this instance is processing.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MWNmNWIxLTgzYzAtNDZkNy1iOGJlLTQ5MDMwOGYwZTA2YSJ9.K3gpsIYCnGpXs7ANmk8ehmO5bUBzPXipMgNB00fa0Pg" class="fr-fic fr-fil fr-dib" width="1148" style="width: 1150px; height: 562.138px;" height="562"></p><p><strong><span style="font-size: 10pt;">Fig 10. Mailbox that instance is processing&nbsp;</span></strong></p><p><br></p><p>For more information on managing multiple instances see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1888/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Mailbox Access Control</span></strong></p><p>Access control will determine which agents can view and/or configure the mailbox settings. Agents do not need access control to be able to use the mailbox. On versions prior to this, only administrator agents will be able to create and view mailbox configuration. Setting access control allows you to give selected agents access to the configuration of chosen mailboxes, without them having to be administrator agents. &nbsp; &nbsp;</p><p><br></p><p>Set the access control of a mailbox using the &quot;Access Control&quot; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4Yjc3Nzc2LTkyZDctNDUxNy04MjI3LTcxMzFhZjBjYWIxYiJ9.BGiF2ZYxkNopkyYewlhoTbJejbC6bfxbKmh_QCeazJQ" class="fr-fic fr-fil fr-dib" width="761" style="width: 763px; height: 458.543px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set Mailbox Access Control</span></strong></p><p><br></p><p>When setting you will need to select which entity to base access on, then choose who within the entity should have access and then the level of access they have.&nbsp;</p><p><br></p><p>Access levels are as follows:</p><ul style="margin-left: 20px ;"><li><strong>None (remove)</strong> - When chosen any existing access control for the entity will be removed.</li><li><strong>Read Only</strong> - When chosen the selected persons will be able to read but not edit the mailbox configuration.&nbsp;</li><li><strong>Read and Modify</strong> - When chosen, the selected persons will be able to read and edit the mailbox configuration.&nbsp;</li><li><strong>Owner&nbsp;</strong>- When chosen, the selected persons will be able to read and edit the mailbox configuration as well as configure the access control for the mailbox.</li></ul><p><br></p><p>In the figure 12 example all agents in the &quot;3rd Line Support&quot; team will have access to read the configuration of the mailbox.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyYjJhMGNhLWVmZGMtNDNiYS05NmE0LTVkNDEwNDkzZWQxYiJ9.QEzbt05fH7By0BLx9f3irJqNmq5pM__zw_b9n-udank" class="fr-fic fr-fil fr-dib" style="width: 648px; height: 353.537px;" width="711" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 12. Access control read only example</span></strong></p><p><br></p><p>Multiple lines of access can be set here. The lines have an OR relationship, this means an agent only needs to meet one line of criteria to have access.&nbsp;</p><p><br></p><p>In the figure 13 example, agents will be able to read the configuration of the mailbox if they are in 3rd Line Support, or if they are Nina Peach. Nina Peach will also be able to modify the mailbox configuration.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjNDk3ZWExLTg0NGItNDdjZi05Y2MyLWIzZjNlMDVjZDM4YiJ9.-yQJ28rTfqLmSSTHYU-CMZ7lRmkyGdl9-dijlOiSric" class="fr-fic fr-fil fr-dib" width="641" style="width: 643px; height: 410.174px;" height="410"></p><p><strong><span style="font-size: 10pt;">Fig 13. Mailbox access control example</span></strong></p>

<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>- Downloading Data Sources from the Online Repository</strong></p><p><strong>- Using Data Sources to create Reports</strong></p><p><strong>- Editing Data Sources</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1851/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Reporting)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1777/" target="_blank" rel="noopener noreferrer">AI Report Builder</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/917/" target="_blank" rel="noopener noreferrer">Charts and Graphs in Reports</a>&nbsp;</strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1249/" target="_blank" rel="noopener noreferrer"><strong>Halo In-App Dashboard</strong><br></a></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/887/" target="_blank" rel="noopener noreferrer">Reports and Scheduling</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1563/" target="_blank" rel="noopener noreferrer"><strong>Report Builder</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Downloading Data Sources from the Online Repository</span></strong></p><p>Opening the &quot;Online Repository&quot; in the reporting suite is where a number of pre-made reports can be found, but additionally data sources that be used to easily create your own. Upon opening the repository, these will show at the top, and are indicated by a save icon in their name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MWE1YmUxLTAzYTctNGVjYi1hZGIyLTc3OGQ4YzI1M2U3OCJ9.BzVmz2QWtfX6GUDXV7_Ft9K_-R_c8hMN423p-Vu6FoU" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 840.2px;" height="840"></p><p><strong><span style="font-size: 10pt;">Fig 1. Data source list.</span></strong></p><p><br></p><p>Opening one and clicking the &quot;Save Data Source&quot; button will save this to the &quot;Data Sources&quot; area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhOTdkMWRhLTkyZjMtNDE5MC05M2Y3LWFlYjFhNTBkMWE4YyJ9.nvuJ374PcnBsAm46trrGw914Ay5eYKc2FJoDYdmmjSk" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 566.054px;" height="566"></p><p><strong><span style="font-size: 10pt;">Fig 2. Saving the data source.</span></strong></p><p><br></p><p>In the &quot;Reports&quot; area, you can then click &quot;New&quot; to create a new report as normal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMjkzZmFmLTcxNjYtNGI1Yy1hMGZiLWVlMGU4N2FhZTcyMCJ9.65QToisOzOZTN1ScFoFsf5SFlmsUuk7vOG41Ija_MEk" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 564.747px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating a new report.</span></strong></p><p><br></p><p>In the &quot;Data Source&quot; tab, you can select the downloaded one in the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ODMxYTE4LTM2MjQtNGFlZC05ZGZiLTczMWYxNzI3MmNhZSJ9.nzzzynwd8tUs7XYerN6WWw4w-D4-dwyP9WEsFqg3eIA" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 348.064px;" height="348"></p><p><strong><span style="font-size: 10pt;">Fig 4. Selecting the new data source.</span></strong></p><p><br></p><p><strong><em>Note: From here onwards, the process works in a similar way to the query builder. It is recommended to read the &quot;Report Builder&quot; guide linked at the top of this one for a more in-depth explanation and how filters, etc, can be added.</em></strong></p><p><br></p><p>In the &quot;Fields&quot; tab, you can then select the fields you wish to add to the report using the &quot;Add&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NGRmMmIxLWRjNjItNDMxZC04NTdmLWZlNjdhZDdiZmNhMCJ9.E7UF6A5L_EW4xn6kecmp_0X--mJjeyK8iFyn2lY71TA" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 338.496px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 5. Fields tab.</span></strong></p><p><br></p><p>You can then added the fields you wish to show in the report here.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiOGZiNzU0LTYxODQtNGRjZi1iNzY2LWQ1ZjlhMDJmMmQ3YiJ9.-mVFXcOcdvBhpbnKc9keG2nfigdHByTsn-7JUq4J1TY" class="fr-fic fr-fil fr-dib" width="591" style="width: 593px; height: 222.446px;" height="222"></p><p><strong><span style="font-size: 10pt;">Fig 6. Selecting the fields.</span></strong></p><p><br></p><p>Upon saving, the following screen will show. If you hover over the field, the dotted icon will appear. This allows you to drag-and-drop the fields to rearrange their order.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MzRlZTdhLWE4ZjktNGZmZS1iZWQyLTNkNWJkMjM3MTQ0MyJ9.Oa9Q-mysADkR8XvXEidlyMgp0LlsT_snspgwD_lrP54" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 512.557px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 7. Changing field order.</span></strong></p><p><br></p><p>You can also click the pencil icon to customise the fields with options to sort, group, sum, etc. The report builder guides goes through each of these uses in more detail.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZjkzMDAzLTI0MjUtNGRkOS05YjYxLWE3NTEzN2RhMjNlYSJ9.rMyIm-vVf2WbGikJjVxxIyBgNRbVyB2tGJjOy10rKPs" class="fr-fic fr-fil fr-dib" width="653" style="width: 655px; height: 556.561px;" height="557"></p><p><strong><span style="font-size: 10pt;">Fig 8. Customise Fields popup.</span></strong></p><p><br></p><p>You can then &quot;Load Report&quot;/&quot;Refresh Report&quot; to see how this looks like now, and edit as required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxZjJlOTM3LTEzNTQtNDg2Ny05ZTBmLWIzNjgzMzRmYWNlNSJ9.htfZDIk9zkrJyCPMJIyBfE86AC1KePkBpIWdAKZC_y0" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 726.573px;" height="727"></p><p><strong><span style="font-size: 10pt;">Fig 9. Loading the report.</span></strong></p><p><br></p><p>I have decided I wish to group by report by the Agent column, so have gone back to the Fields tab to add this.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmMTgxZDE2LTgxYjQtNDA0YS05NTlmLTU5ZGIyMzQ2NDkwNSJ9.VYJSLssABZTNYYXAis2NlTxE_kfCNn2RumxJhniw5XY" class="fr-fic fr-fil fr-dib" width="720" style="width: 722px; height: 607.927px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 10. Grouping by the Agent column.</span></strong></p><p><br></p><p>Upon saving that change and refreshing the report, it is now grouped by agent in expandable dropdowns.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5NTM2MjBmLWMzYzktNGM3NS05MTVhLTAxOGNjNDlkMTE4NCJ9.Obp2w3_FtkcrQAXqF2zAunqj2UeBHDqen2IccV7bGVA" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 723.513px;" height="724"></p><p><strong><span style="font-size: 10pt;">Fig 11. Report after grouping.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Editing Data Sources</span></strong></p><p>Data Sources can be edited as they are presented as a large SQL Query. However, you will be faced with a warning upon doing so that this may affect reports downloaded from the Online Repository in future. The &quot;Other Uses&quot; tab shows when editing to show which reports will be impacted upon doing so.</p><p><br></p><p>In general, it is recommended to &quot;Save as New&quot; and create a new report instead to edit these.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNTJlZjUwLWJlNjAtNDI0ZS1iYTQ0LTcwMzllMDFmNjIxYiJ9.5z7u_jJ1PjNh7nbFw0p6H68GAVVA30sptfD8tv9xfTE" class="fr-fic fr-fil fr-dib" width="1115" style="width: 1117px; height: 341.555px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 12. Where the Data Source has been used.</span></strong></p><p><br></p>

<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><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 id="isPasted">Configuration &gt; Teams &amp; Agents &gt; Qualification Matching</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2050/" rel="noopener noreferrer" target="_blank"><strong>Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)</strong></a></li></ul>

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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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 11.4927%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.174%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Qualification Name</td><td style="width: 11.4927%;">Free Text</td><td style="width: 55.174%; text-align: left;">The name of the Qualification.</td></tr><tr><td style="width: 33.3333%;" id="weight">Weighting</td><td style="width: 11.4927%;">Integer</td><td style="width: 55.174%; text-align: left;">The weighting of the Qualification determines the position of the Agent in the assignable list, should a certain ticket have recommended qualifications. Those with higher weightings will place the Agents with that qualification at the top end of the list.<br></td></tr><tr><td style="width: 33.3333%;" id="mustmatch">Agents must have this qualification to be assigned to a Ticket that matches this qualification</td><td style="width: 11.4927%;">Checkbox</td><td style="width: 55.174%; text-align: left;">Dictates whether an Agent is required to have this Qualification in order to be assigned to tickets that require it.<br></td></tr><tr><td style="width: 33.3333%;"><p id="unassigned_if_lb_no_match">If Load Balancing the Ticket and no Agent matched, assign to Unassigned</p></td><td style="width: 11.4927%;">Checkbox</td><td style="width: 55.174%; text-align: left;"><strong>​</strong>Will only show if Qualification is not mandatory. This will assign the Ticket to Unassigned if no Agent is matched when Load Balancing.<br></td></tr><tr><td style="width: 33.3333%;"><p id="load_balance_if_matched">Load balance the Ticket if this Qualification is matched and current Assigned Agent is unqualified</p></td><td style="width: 11.4927%;">Checkbox</td><td style="width: 55.174%; text-align: left;">This will trigger Load Balance if the Qualification is matched and the Agent is unqualified.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;"><p id="load_balance_if_unmatched">Load balance the Ticket if this Qualification is unmatched and current Assigned Agent is unqualified</p></td><td style="width: 11.4927%;">Checkbox</td><td style="width: 55.174%; text-align: left;">This will trigger Load Balance if the Qualification is unmatched from the current Qualification but matches another still. The Ticket will not be Load Balanced if it has no Qualifications after this one is unmatched, as all Agents are now allowed the Ticket.<br></td></tr><tr><td style="width: 33.3333%;" id="">Add</td><td style="width: 11.4927%;">Button</td><td style="width: 55.174%; text-align: left;">Opens the window for creating Criteria for the Tickets to be matched to this Qualification.</td></tr><tr><td style="width: 33.3333%;" id="">Pencil icon</td><td style="width: 11.4927%;">Button</td><td style="width: 55.174%; text-align: left;">Opens the Edit screen for that Criteria.</td></tr><tr><td style="width: 33.3333%;" id="">Bin icon</td><td style="width: 11.4927%;">Button</td><td style="width: 55.174%; text-align: left;">Deletes the Criteria line (you will not be warned).</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Add Criteria</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 11.604%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 55.1361%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="">Add&nbsp;</td><td style="width: 11.604%;">Button<br></td><td style="width: 55.1361%; text-align: left;">Opens the window for creating Requirement for the Tickets to be matched to this Criteria.<br></td></tr><tr><td style="width: 33.3333%;" id="">Pencil icon<br></td><td style="width: 11.604%;">Button</td><td style="width: 55.1361%; text-align: left;">Opens the Edit screen for that Requirement.<br></td></tr><tr><td style="width: 33.3333%;" id="">Bin icon</td><td style="width: 11.604%;">Button</td><td style="width: 55.1361%; text-align: left;">Deletes the Requirement line (you will not be warned).<br></td></tr><tr><td style="width: 33.3333%;" id="fieldname">Field Name</td><td style="width: 11.604%;">Single Select</td><td style="width: 55.1361%; text-align: left;">The Field for the Requirement to match.</td></tr><tr><td style="width: 33.3333%;" id="type">Rule Type</td><td style="width: 11.604%;">Single Select</td><td style="width: 55.1361%; text-align: left;">The matching type for that Requirement.</td></tr><tr><td style="width: 33.3333%;" id="value_int">[Field Name] (Value)</td><td style="width: 11.604%;">Single Select</td><td style="width: 55.1361%; text-align: left;">The value for which the Requirement is considered.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Agents</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.0583%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.6084%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="agent_id">Agent Name</td><td style="width: 12.0583%;">Multiple Select</td><td style="width: 54.6084%; text-align: left;">The Agent(s) which are to have this Qualification assigned to them.</td></tr><tr><td style="width: 33.3333%;" id="date">Date</td><td style="width: 12.0583%;">Date Field</td><td style="width: 54.6084%; text-align: left;">The Date from which the Qualification is valid.</td></tr><tr><td style="width: 33.3333%;" id="enddate">Expiry Date</td><td style="width: 12.0583%;">Date Field</td><td style="width: 54.6084%; text-align: left;">The Date until which the Qualification is valid.</td></tr></tbody></table>

<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><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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Using the &#39;datesearch&#39; Query Parameter</strong></p><p><strong>- Relevant Endpoints</strong></p><p><strong>- Example</strong></p><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Using the &#39;datesearch&#39; Query Parameter</span></strong></p><p>When querying the API, the response can return a filtered list of entities based on a date range. This can be done via the application of 3 query parameters: datesearch, start_date and end_date. start_date and end_date define the date window you wish to filter your response by, and the datesearch parameter allows you to specify the datetime value you wish to apply the filter to.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Relevant Endpoints</span></strong></p><p>Below lists relevant information relating to the endpoints where these query parameters can be applied to.</p><table class="styled-table noborder" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Endpoint</span></strong></td><td style="width: 33.2768%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Values</span></strong></td><td style="width: 33.2767%; text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: left;"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Comments</span></strong></div></td></tr><tr><td style="width: 33.3333%;">Actions</td><td style="width: 33.2768%;">whe_</td><td style="width: 33.2767%; text-align: left;">instead of start_date and end_date, use startdateand enddate. &#39;whe_&#39; defines when the Action was completed.</td></tr><tr><td style="width: 33.3333%;">Appointments</td><td style="width: 33.2768%;">start_date, last_modified, end_date</td><td style="width: 33.2767%; text-align: left;">start_date and end_date define the start/end date for the appointment(s). Last_modified looks at when the appointment was last modified</td></tr><tr><td style="width: 33.3333%;">Client</td><td style="width: 33.2768%;">last_modified</td><td style="width: 33.2767%; text-align: left;"><br></td></tr><tr><td style="width: 33.3333%;">Supplier</td><td style="width: 33.2768%;">datecreated, last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">ContractHeader</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Device</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Tickets</td><td style="width: 33.2768%;">dateoccurred, dateclosed, dateassigned, responsedate, lastactiondate, nextactivitydate, startdate, targetdate, deadlinedate, followupdate, fixbydate, last_update</td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Invoice</td><td style="width: 33.2768%;">invoice_date, last_modified, duedate, schedulestartdate, scheduleenddate<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Item</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">SalesOrder</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Quotation</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Site</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">PurchaseOrder</td><td style="width: 33.2768%;">purchase_order_date, last_modified, date_sent, est_delivery_date, due_date<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Agent</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr><tr><td style="width: 33.3333%;">Users</td><td style="width: 33.2768%;">last_modified<br></td><td style="width: 33.2767%;"><br></td></tr></tbody></table><p><br></p><p><span style="font-size: 14pt;"><strong>Example</strong></span></p><p><span style="font-size: 11pt;">As an example, I may want to make an API call to only return Customer records that have been updated between the start and end of the 20th of December. To achieve this my API call would look something like&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><em>.../api/client?datesearch=last_modified&amp;start_date=2024-12-20T00:00:00.000&amp;end_date=2024-12-21T00:00:00.000</em></span></p>

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} 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><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>- Configuring Stock Control</strong></p><p><strong>- Making a stock location</strong></p><p><strong>- Stock control for Products&nbsp;</strong></p><p><strong>- Stock Levels and Consignment&nbsp;</strong></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1845/" rel="noopener noreferrer" target="_blank"><strong>Items &amp; Stock Control</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2427/" target="_blank" rel="noopener noreferrer"><strong>Stock Locations and Bins</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1991" target="_blank" rel="noopener noreferrer"><strong>Purchase Orders</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Stock Control</span></strong></p><p data-pasted="true">To enable stock tracking you will need to go to Configuration &gt; Items and Stock Control &gt; General Settings, then tick the &quot;Track Stock Levels&quot; checkbox. This will allow you to track the quantity of stock across different sites.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNmEzNDRiLTYwMDktNDk0Mi1hM2MzLWQxY2ZkYjQ1NGI5ZSJ9.pxJkqqpDHRGoI11SYreSasNSgB-eYVH-4--g-N2kdaE" class="fr-fic fr-fil fr-dib" width="1139" style="width: 1141px; height: 427.605px;" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 1. Items and Stock Control Configuration Options</span></strong></p><p><br></p><p>On this page you will also find the following settings:</p><p><br></p><p><strong>Create Serialised Assets -</strong> This determines when to Serialise Assets setting in Configuration &gt; Items and Stock Control (Either &quot;When the stock is added&quot; OR &quot;When items are consigned/delivered&quot;).&nbsp;</p><p><strong>Asset Serialization Field -</strong> When serialising Assets you can choose to input data in an additional Asset field. Selecting Serial Number allows you to have a unique Asset Number/Tag and Serial Number at the point of serialising the Asset.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMzlmZDBlLWUyZWEtNDFmOC04ZDYzLTMxMTgxYWNjNWIxNSJ9.i-Qw14wkbgWammUJnOo9-zpsB7J2i3kcgAKu21nB8tI" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 759.245px;" height="759"></p><p><strong><span style="font-size: 10pt;">Fig 2. Extra field for Serialisation</span></strong></p><p><br></p><p><strong>Allow reserving of Items/Assets -</strong> If you enable this setting, you can reserve products which are in Stock for a certain Customer/Sales Order. This means they will be removed from stock for any future Sales Orders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyZjk1YTQ3LWUxOWItNGZlYi04ODFjLThlMWYwNDZjMTBjZiJ9.s9KzSuJceCtlrJn3hlJqnmVHKnSt2RaNvXrcQU0EEes" class="fr-fic fr-fil fr-dib" width="1050" style="width: 1052px; height: 334.424px;" height="334"></p><p><strong><span style="font-size: 10pt;">Fig 3. Reserving Stock in Halo</span></strong></p><p><br></p><p data-pasted="true"><strong>Automatically create and select serialised Assets -&nbsp;</strong>This setting will automatically assign the Asset Matching field in the same way the &quot;Auto Pick&quot; button automatically assigns an Asset Matching field.</p><p><strong>Default Stock Location -&nbsp;</strong>If a stock location has not been set in any entity, it will use the default stock location which is set here.&nbsp;</p><p><strong>Consignment site on quotes, sale orders, and purchase orders is mandatory -&nbsp;</strong>When adding Products to Quotes / Sales Orders and Purchase Order you have the option to select a Consignment Site. Checking this box makes the consignment site mandatory</p><p><strong>Consignment site must be at the Customer of the order -&nbsp;</strong>When selecting this option you can only assign a consignment site which is a location for the customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4NjRjODUzLWMyNDMtNGQ2My1iODA0LTE5MDhkY2Q0ZTI5MiJ9.X20a9J1FMWvW2CALXs7cy7zh_VqxiKTSWKAXdAanZ70" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 487.997px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 4. When adding a product to a quote or order you can select a consignment site</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Making a Stock Location<br></span></strong></p><p data-pasted="true">In order to receive stock you will first need to set up locations that you can receive stock from. To set up a stock location you will need to go to a site and enable the option under the details tab to set this site as a stock location.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5ZmE1MzI4LWVjOWUtNGRhNy04YzM4LTM4YzRmY2VjYmJlMSJ9.bbwoabeZsqTHrI1XYd8M74wmt32mgpx7xEi7e7icO1I" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 467.026px;" height="467"></p><p><strong><span style="font-size: 10pt;">Fig 5. Making a Site a Stock Location</span></strong></p><p><br></p><p>When making a site a stock location, you will have the option to choose a sequence for the stock location. This sequence determines where this location appears in lists when consigning/receiving stock.&nbsp;</p><p><br></p><p>Stock can be viewed and received in the Stock tab of your stock location. To receive stock this way click the three dots (...) and select &quot;Receive Stock&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNjA2ODhiLWIzNjMtNDE2MC1hYzEzLTQzYmEwODhjM2FhMyJ9.lbbTyI8fCbf0wjUEbjhlmeF1wCMvdywMLcA6g85HkyE" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 402.32px;" height="402"></p><p><br></p><p>This will open the stock page, where you can specify the products and quantities to bring into this stock location.</p><p><br></p><p><strong><span style="font-size: 14pt;">Stock Control for Products</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyNWQ3YWQ0LWYzZjItNGYxNi05OWNiLTlkNTIyNTc0OWMxYSJ9.Qm562Gq02bSH6zgecvrCJVSiSJXg7E24Ne73NSfSihw" class="fr-fic fr-fil fr-dib" width="934" style="width: 936px; height: 354.764px;" height="355"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Stock Control in the Products area</span></strong></p><p><br></p><p>Within a Product you will find the below options to managing stock:</p><p><br></p><p data-pasted="true"><strong>Receive Stock Button -&nbsp;</strong>This allows you to increase the quantity in stock by receiving stock. If you have the below setting enabled you will need to serialize assets when receiving the stock. You will need to choose the location to receive the stock to.</p><p><strong>Stock Transfer Button -&nbsp;</strong>This allows you to move the product from a stock location to another stock location. If you are serialising the assets when adding stock then you will need to enter the serial number of the Asset being moved.</p><p><strong>Stock Take Button -</strong> This allows you to adjust the quantity of stock across all locations for a given product. If you increase the quantity of the product then you will need to serialise the extra stock you are adding.</p><p><br></p><p><strong>Stock Tab -&nbsp;</strong>Found in the products area after stock control has been enabled in Configuration &gt; Items and Stock Control, this gives you an overview of stock for the product and where the stock is located.</p><ul><li><strong>In Stock -</strong>Quantity of the product in stock at all sites.</li><li><strong>Quantity Awaiting Consignment -&nbsp;</strong>Shows the Quantity on Sales Orders awaiting consignment.</li></ul><p><strong>Stock History Tab -</strong> This will show any changes to the stock level for a location. If related to a ticket it will show the ID for the ticket. &nbsp;It will also show the type of movement. Stock take, stock transfer or consignment.</p><p><br></p><p>Alternatively, stock can be received in this Area by clicking the three dots (...) at the top of the Products/Items Area.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxMzIwMzA5LWQ0OWYtNDNiNy04Yjk5LTMzNzI3M2Q4YWIyZCJ9.zHKnN1hkOHjRnl5miFHgSWmiARIYmyjVRYXeH9-gl8Q" class="fr-fic fr-fil fr-dib" width="1337" style="width: 1339px; height: 454.227px;" height="454"></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: 10pt;">Fig 7. Receiving s</span></strong><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">tock in the Products area </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; 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-align: left; 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;"></p><p>When selected you will be prompted to specify the stock location for the stock to be brought into, followed by the products you are receiving and the quantity.&nbsp;</p><p><br></p><p>When viewing you products in the Products Area you can switch the view to be based on the Stock Location.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxNmZkODVhLTdiZjYtNGEzZC1iMDM3LTE5OTMxNmY0NWJkMiJ9.jJ9D3th7VxPgwsSWtDOrkk6OXU_aPKuHgnudvShEeuo" class="fr-fic fr-fil fr-dib" width="350" height="364"></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: 10pt;">Fig 8. Items by stock location</span></strong></p><p data-pasted="true"><br></p><p data-pasted="true" style='margin: 0px; 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;'><span style="font-size: 14pt;"><strong>Stock Levels and Consigning Stock</strong></span></p><p>Stock is reduced when products are consigned from a Sales Order, or when a product is issued on a ticket. An option to consign items on a Sales Order show on the Sales Order screen.&nbsp;</p><p><br></p><p style="margin: 0cm 0cm 8pt; color: rgb(0, 0, 0); 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; font-size: 15px; font-family: Calibri, sans-serif;"><span style="font-size: 16px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMTM4MDZjLTZlZDMtNDk3OS1hY2Y2LTVhNzUzZWEyZGUxNyJ9.3qQ1VVNccpBzAfoV1lj5VUBaLig_zd8Mgwyy-mKnxA0" width="1264" height="395" style="max-width: 100%; height: auto;" class="fr-fic fr-fil fr-dib"></span></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: 10pt;">Fig 9. Consign Items button</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>Items can be marked as consignable in their corresponding Details tab. If disabled the product will behave as if it has already been consigned when it is added to an order.</p><p><br></p><p style="margin: 0cm 0cm 8pt; color: rgb(0, 0, 0); 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; font-size: 15px; font-family: Calibri, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljMTg1NWJmLWY5ZTAtNDZhNy1iYzAzLWU2YjNhMmU2Y2ExYiJ9.4-RaoQuxem5brkR82N9YDx9ROquv8RxPXIpA1ni6B14" class="fr-fic fr-fil fr-dib" width="1264" style="width: 1266px; height: 496.88px;" height="497"></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: 10pt;">Fig 10. Marking an item/product as consignable&nbsp;</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>If the stock is issued on a ticket that has the same site, the stock levels for that site will not be reduced. If the stock is issued on a ticket that has another stock location as the site, the stock will be reduced at the previous location and added to the new location. If the stock is issued on a ticket with a non-stock location as the site, the stock will be decreased and the item consigned into an asset which has its site set to the new location.</p><p><br></p><p>Using the &quot;Consign Items&quot; button will consign all lines on the order which need to be consigned, and reduce the stock of the item. There must be enough of the product in stock to consign the order.</p><p><br></p><p>When consigned, a link to the consignment will show within the line item. Clicking the consignment will show information about the consignment such as the products, and any assets that were serialised.</p><p><br></p><p><span style="font-size: 16px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5NWNhYThmLTEyZjMtNDA0Yy1hMWExLTFkOTM0ZGJmMmU4ZCJ9.ZmS7IBofYLxMp0UWrcTHZ4Pw7__74v6MjNBSZX-Pmhw" class="fr-fic fr-fil fr-dib" width="1271" style="width: 1273px; height: 248.324px;" height="248"></span></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: 10pt;">Fig 11. Link to consignment&nbsp;</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>To prevent issued items and Orders being invoiced until they are fully consigned, head to Configuration &gt; Sales Orders, and select &quot;Orders and Items must be consigned to be invoiceable&quot;.&nbsp;</p><p><br></p><p style="margin: 0cm 0cm 8pt; color: rgb(0, 0, 0); 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; font-size: 15px; font-family: Calibri, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYWZkMjliLTY1OTMtNDQ1Mi1iMGRkLTcyOGM0YzcxODYyZSJ9.0kSNItu4FI_UeRAGQR6qKooj8Z4jEuN8qJ3S2K94K14" class="fr-fic fr-fil fr-dib" width="1286" style="width: 1288px; height: 489.053px;" height="489"></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: 10pt;">Fig 12. Orders and Items must be consigned to be invoiceable</span></strong></p>

<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 id="isPasted">Configuration&nbsp;</strong><strong id="isPasted">&gt; Tickets &gt; Ticket Link Types</strong></p><p><br></p><p id="isPasted">The functionality here is only used when the setting in Tickets General Settings for &quot;Split child Tickets tab into Ticket link types&quot; is enabled.</p><p><br></p><p>On Ticket Type level, a default &quot;linking type&quot; can be specified for linking tickets of that type. When checked, the Child Tickets tab on ticket views will be split into those types, as opposed to all being in the one menu.</p><p><br></p><p>The only use for this menu is to specify these types and the column profile used when viewing them.</p>

<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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 17.0989%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 49.5003%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 17.0989%;">Free Text</td><td style="width: 49.5003%; text-align: left;">This will be the name of the Link Type as displayed elsewhere throughout the system. This is mostly used for seperating Child Tickets into sub-groups.</td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence</td><td style="width: 17.0989%;">Integer</td><td style="width: 49.5003%; text-align: left;">When creating child tickets, the link type they have associated with them (Set on the ticket type) will determine the ordering of the tabs on the parent ticket.<br></td></tr><tr><td style="width: 33.3333%;" id="value2">Column Profile for Child Tickets tab</td><td style="width: 17.0989%;">Single Selection</td><td style="width: 49.5003%; text-align: left;">The Column Profile chosen from this list will be used as a default when viewing tabs of this type of Child Ticket from their Parent tickets.&nbsp;</td></tr></tbody></table>

<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><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>- How to automate SoW creation</strong></p><p><strong>- How to create project tasks based on your SoW using AI</strong></p><p><br></p><p><br></p><p>The statement of work against your opportunity tickets can be generated automatically based on the services you are quoting the customer for. When quoting customers for products that each have their own statement of works, these statements of works can be combined into a single SoW that can be given to the customer as part of the quote. This allows you to have statement of works generate automatically, changing dynamically based on the products and services you are providing/quoting the customer for.&nbsp;</p><p><br></p><p>This is an alternative to setting the SoW against the opportunity template then adjusting the SoW based on the specific services being quoted. By setting the SoW against each service product, then having each SoW combined automatically, no (to little) adjustments will need to be made as the SoW will cover all the service products being quoted/provided.&nbsp;</p><p><br></p><p>If the opportunity is for a project, you can then have the project tasks for the project be generated/created automatically based on the SoW. This uses AI to evaluate the SoW for the project, then create project tasks based on this.&nbsp;</p><p><br></p><p>This functionality works using runbooks that are available in instances of HaloPSA that were created after January 2025. If your Halo instance was created/deployed before this, or you are using a different Halo product (ITSM, CRM) you can use this guide to set up this functionality in your instance or contact our support team for information on having this functionality set up in your Halo instance.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to automate SoW creation</span></strong></p><p>Raise an opportunity ticket in your instance. This opportunity will need to be using the out-of-the-box workflow &#39;Opportunity Management with SoW Generation&#39;, this will not be assigned to the opportunity ticket by default so you will need to change this manually.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNzE3ZjA2LTRiZjAtNDY2My1iN2I1LTQxOWM3NjdkMmZkNCJ9.Sd_33hUp7Fi7wHQnrgZkEWyGKFVJQ4rH95sVgAnIW-s" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 476.545px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 1. Opportunity workflow</span></strong></p><p><br></p><p>If you have already configured an opportunity workflow in your instance and you would like to use this workflow instead of the out-of-the-box workflow, you will need to add the action &#39;Generate SoW&#39; to your workflow. This action will need to be added to a workflow step that follows the generation of a quote.&nbsp;</p><p><br></p><p>Raise a quote against the opportunity ticket, containing all the products/services required. Ensure the service product being quoted has a statement of work against it.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxNWQ4YzUzLTNiMzEtNDk3OC05NzNlLTk2MWQ1ZjBlMTNkOSJ9.66gKEmSuaJtJAap7-NOaXwvcDMfixoYIbwYEvqpRXE8" class="fr-fic fr-fil fr-dib" width="1205" style="width: 1207px; height: 686.416px;" height="686"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quotation raised</span></strong></p><p><br></p><p>In the figure 2 example the product &#39;Server Migration&#39; has a SoW against it as it is a service to implement, with terms, however the &#39;Server&#39; product does not as it is just a hardware item.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNGQxYTE5LTMwNDMtNDMyZC1hNjA5LTJjNzEzNjU0YjkyNSJ9.ZFYhVIB4_XXfEf0RU_swom0aR_5DFpFQkpmXiYxg1UA" class="fr-fic fr-fil fr-dib" width="848" style="width: 850px; height: 496.406px;" height="496"></p><p><strong><span style="font-size: 10pt;">Fig 3. Statement of work against product</span></strong></p><p><br></p><p>Once the quote is saved head back to the opportunity ticket. Now you can use the action &#39;Generate SoW&#39; on the opportunity ticket. This action will create a statement of work for the opportunity based on SoWs against the product(s) on the quote that you just created.&nbsp;</p><p><br></p><p>When using the action select the quote you just created in the &#39;Primary Quote&#39; field. The &#39;Project Task Creation Method&#39; field is used to determine how project tasks on future project tickets linked to this quote, are created. It will not impact the SoW being generated here, but will impact how project tickets are created, if you are quoting for a project, see the section of this article &#39;AI project task creation&#39; for more information on this.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMTRjOGExLWM0YmYtNDlhMy05YzQyLWViZWQzYzlkMjk3MyJ9.b6GKjpR8GxDiJX4U3mGlStrFnQM98gGD9Q7E-tWusFY" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 427.89px;" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 4. Use Generate SoW action</span></strong></p><p><br></p><p>Once the action is saved you will see an automation run against the ticket in the progress feed. Then in the &#39;SoW&#39; tab you will see your newly generated SoW, this will contain the SoW set against the item(s) on the quote. If there were multiple items on the quote with SoWs (multiple services) the SoW field against the opportunity will contain the SoW for each product, this will be separated out per product so the customer can see which product/service the SoW related to.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlODZkNGRmLTA1ZTctNDRkMS04NjJmLWE4YTg2ZjA0YTg5YyJ9.ki6eNWPMnyAxgnKVHBCPWdoymxd1LXG5qVnKJ9ITBEM" class="fr-fic fr-fil fr-dib" width="1170" style="width: 1172px; height: 703.55px;" height="704"></p><p><strong><span style="font-size: 10pt;">Fig 5. Generated SoW against opportunity ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: The SoW will follow the formatting of the SoW against each product so ensure your SoWs have consistent formatting.&nbsp;</em></span></strong><span style="font-size: 11pt;"><em><br></em></span></p><p><br></p><p>From here you can make changes to the statement of work if required.</p><p><br></p><p>Now when you send the quote off to the customer to be approved this SoW will be visible to this customer.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExMzJmN2M5LWJkZWYtNDU1YS1iNGJkLTYzOTgwZDFkZGI1NiJ9.0jcw1jagW3dhox9Xzbauxj2Hi54B_z_4o8AdngEMuXY" class="fr-fic fr-fil fr-dib" width="1360" style="width: 1362px; height: 603.729px;" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 6. SoW against quote in portal</span></strong></p><p><br></p><p>This allows you to have a more dynamic and automated way of generating your statement of work. Storing and pulling the SoW from a product saves you having to input the SoW manually against an opportunity, or create multiple opportunity templates with different SoWs.&nbsp;</p><p><br></p><p>From here the statement of work can be used, in conjunction with AI to generate project tasks for the project that has been quoted for.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">AI Project task creation</span></strong></p><p>AI can be used to generate project tasks for a project ticket based on the statement of work for the project. This allows you to have dynamic and automated project task creation, rather than having to configure project templates with fixed project tasks. The tasks created can change for every ticket based on the work that has been agreed to be carried out for the project.&nbsp;</p><p><br></p><p>AI project task creation uses a runbook to have an AI model check the SoW against the project ticket, then create project tasks based on the stages within the SoW. Therefore, to use this functionality you will need to have AI functionality enabled in your instance. This functionality can be used when using the &#39;Default Halo Connection&#39; AI connection method when in a trial instance. If you are in a live production instance you will need to have your own AI connection to use this functionality, for more information on our other connection methods check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2385">https://usehalo.com/halopsa/guides/2385</a>.</p><p><br></p><p>You will also need to have a SoW pre-set against an entity related to the project. The SoW will either need to be set against to the project template or against the opportunity related to the project. Methods for project task creation will differ based on where your SoW is set, follow the appropriate section below.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Project task creation - Using SoW from opportunity</span></strong></p><p>If you have your SoW for the project you are carrying out stored against the opportunity ticket for the project, use the method in this section to generate project tasks using AI.&nbsp;</p><p><br></p><p>First ensure you have raised an opportunity and quote for the project you are creating. In order to have the SoW against the opportunity pull through to the project ticket we create we will need to create the project ticket using a sales order, for more detailed information on how to create projects from sales orders see our article <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2035">https://usehalo.com/halopsa/guides/2035</a>.&nbsp;</p><p><br></p><p>Against the opportunity ticket you will need to have the field &#39;Project Task Creation Method&#39; set to be &#39;AI-From SoW&#39;. If you are using the method outlined above to generate the SoW from the quote products, this field will need to be set when generating the SoW for the opportunity. Otherwise you will need to ensure this field is added to your opportunity ticket details, and set this before a sales order is created. This is because, this field is used to trigger automatic project task creation.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5ODUxOWY0LWJiMWYtNDcyMC1hMDkwLWE4ZTEwY2ZmZDE5YSJ9.MLkZXnighUyc9Omhh_5GXqQgl0Gxz-jI9KvU0EstrcQ" class="fr-fic fr-fil fr-dib" width="584" style="width: 586px; height: 238.518px;" height="239"></p><p><strong><span style="font-size: 10pt;">Fig 7. Project Task Creation Method</span></strong></p><p><br></p><p>Open the quote raised/associated to this opportunity, and raise a sales order from this quote containing the project and products you have quoted for. This sales order will be linked to both the opportunity and the quote.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlYzNiZDczLTUzZDQtNDBlOS1hY2M4LTFhMDY2MzFiNzg2ZiJ9.E3CL7hqmfaCFtnR5_tDT0eKJnXxRLd8bARYY-w9_-NU" class="fr-fic fr-fil fr-dib" width="1395" style="width: 1397px; height: 580.028px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 8. Sales order for project quote</span></strong></p><p><br></p><p>From here, create the project.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMDU3NmIwLTA4MDItNDk4YS04NGIwLWY5NDRlNjIyNzAyNyJ9.DLb4O6gsMxeBvYCFaS4GOw_FlSmiWMoV3S1kkWmJecU" class="fr-fic fr-fil fr-dib" width="1370" style="width: 1372px; height: 371px;" height="371"></p><p><strong><span style="font-size: 10pt;">Fig 11. Create project from SO</span></strong></p><p><br></p><p><strong><em>Note: In order to be able to create a project from a sales order line item, the product must have a project template set against it. In order for the SoW from the opportunity ticket to copy over to the project ticket ensure the project template against the product does not have a SoW set against it. Otherwise this SoW will be used.</em></strong></p><p><br></p><p>Once the project is created the SoW will automatically pull through from the opportunity ticket. After a few minutes project tasks will be created against the project too.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmZDVjZjIyLWM3ZjAtNDUwMC05ZDFjLWU3YWEwMzk0ZDg2NSJ9.1etq4tPN0xzpSm7TuMnTp6kGUdaWGryR8lWuxnA3dLA" class="fr-fic fr-fil fr-dib" width="1388" style="width: 1390px; height: 529.894px;" height="530"></p><p><strong><span style="font-size: 10pt;">Fig 12. Project tasks created from SoW</span></strong></p><p><br></p><p><strong><em>Note: The tasks may take up to 10 minutes to create (Typically it only takes 1 minute), this depends on the AI model you are using and the length of your SoW.&nbsp;</em></strong></p><p><br></p><p>The tasks created will have their summary populated based on the headers of each section from the statement of work. The ticket details will contain the details for this section of the SoW.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMjMzNmI5LTBiNDQtNDU5NC1hODI2LTRkZDU1ZTI2NzY2MiJ9.tuGjpkmWuclhvwZZYAY6F43R-JFTjV_nMTA2QqPGR98" class="fr-fic fr-fil fr-dib" width="1358" style="width: 1360px; height: 439.202px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 13. Project task created from SoW</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Project Task creation - Using SoW from a Project Template</span></strong></p><p>If you have your SoW stored against your project template, use the method in this section to generate project tasks using AI.</p><p><br></p><p>First ensure you have the following fields against your project ticket:</p><ul><li>Template</li><li>Project Task Creation Method (CFProjectTaskCreationMethod)</li></ul><p><br></p><p>Log a project ticket, ensuring the field &#39;Project Task Creation Method&#39; is set to be &#39;AI - From SoW&#39;. Also ensure you have selected a project template.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzNzNlZmNiLTIzMjQtNGFhNi05ZTQ5LThjNGI3ZGUwNjM4MSJ9.J_7rT8X9QhxN-VuDRpJ46TquEkyrYBjjfme501lm4kU" class="fr-fic fr-fil fr-dib" width="1475" style="width: 1477px; height: 708.407px;" height="708"></p><p><strong><span style="font-size: 10pt;">Fig 14. Log project ticket</span></strong></p><p><br></p><p>The project template chosen must have the SoW set/stored within the template (set under values tab).&nbsp;</p><p><br></p><p>Once the ticket is logged you will see the SoW under the &#39;SoW&#39; tab. You will also see project tasks have been created automatically.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmN2M3N2U3LWFiMTEtNDUyZC05YmQ0LWM3MGNmNGU2OWVhNSJ9.dIckpm37For630Eg2I3OROrXoeG0M4r3ZdOaxjCxCgo" class="fr-fic fr-fil fr-dib" width="1283" style="width: 1285px; height: 500.421px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 15. Project tasks</span></strong></p><p><br></p><p>If your project template has other child templates against it, set to be created as project tasks, these will be created in addition to the AI project tasks. But keep in mind if you are using project milestones any project tasks generated by AI will not be assigned to a milestone, but other tasks under other milestones will not be affected.&nbsp;</p><p><br></p>

<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>- Customising with HTML</strong></p><p><strong>- Customising without HTML</strong></p><p><strong>- Adding Columns to the Quote Table</strong></p><p><strong>- Setting a Default PDF Template for Quotes</strong></p><p><strong>- Formal Proposal Template</strong></p><p><strong>- Adding Approval Signatures</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1458/" rel="noopener noreferrer" target="_blank"><strong>Quotations</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1389/" rel="noopener noreferrer" target="_blank"><strong>PDF Templates</strong></a>&nbsp;</li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1986/" target="_blank" rel="noopener noreferrer"><strong>Creating Quotations</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a>&nbsp;</li></ul><p><br></p><p>You can customise and change PDF Templates in Configuration &gt; Quotations &gt; &quot;Edit Quote Pdf Templates&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNTYzOWY5LTliYWItNDRlOC1hMGQ3LTVmYjhkYTYwYWI1MiJ9.fu8dFjZBY0UhTERmsPDYFYqBUOgWvfCWOd_uS1kNr2c" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 482.592px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 1. Edit Quote PDF Templates Button</span></strong></p><p><br></p><p>Checkout the <a href="https://support.haloservicedesk.com/portal/kb?id=1997" rel="noopener noreferrer" target="_blank"><strong>Viewing Quotes guide</strong></a>, for details on setting up the $QUOTECANNEDVARIABLE.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Customising with HTML</span></strong></p><p>An example of a change you may want to make is adjusting &quot;Sales Tax to &quot;VAT&quot; if you are based in the United Kingdom.</p><p><br></p><p>You can adjust the core template HTML to change the label for that element of the PDF Template.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxNTM1NWFmLWU3NzctNDhmZi1hMzFiLWUzYTQ0NDkzZjM3OCJ9.xdVnUreC7Ix-XTMxbhtzZqTi6QereiknG-H_SeSSG0w" class="fr-fic fr-fil fr-dib" width="990" height="772"></p><p><strong><span style="font-size: 10pt;">Fig 2. Making changes to the Default PDF Template</span></strong></p><p><br></p><p>Variables can also be used within the HTML, a list of which can be viewed by clicking &quot;View $-variables&quot; at the top of the page. This opens a full list of the variables used for quotations, but a few useful ones are:</p><p><br></p><ul><li>$-AREA - Customer&#39;s name.</li><li>$-ITEM_ID - Item&#39;s ID.</li><li>$-PRICE - Price of a single item.</li><li>$-TAX - Tax on a single item.</li><li>$-NETAMOUNT - Price of a single item and it&#39;s tax.</li><li>$-COSTPRICE - Cost of a single item.</li><li>$-QUANTITY - Number of items on the line.</li><li>$-PAGEBREAK - Forces a new page.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzOGFmYmJlLTEwZTgtNDlkNi1hNmJiLWQ2MTlkZWQ4MTM0ZSJ9.aQSpxCMnDjBVQOnGAMS2e3J3sJ4gSidrLAu9cc11_1M" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 482.821px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 3. View $-variables button.</span></strong></p><p><br></p><p>Multiple pages can be added to the template, and the order they appear is determined by their sequence number.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwMmY4Nzc5LTRjMTEtNGYyYy04NDk1LTI2MTJmNTM1NzM2OSJ9.G2X_-Y6Nuezd5QjBG87-lwo4dIJuRFilI1WgK9NOP6c" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 484.891px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting a sequence of the pages.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customising without HTML</span></strong></p><p>You can make a range of other types of changes to templates without needing to tweak the HTML such as adjusting margins, adding footers and adding background images. This can be done in the &quot;Appearance&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3MWVhMzE3LTdhZTItNDFmOS05NWRlLWI4MWU5NTAxMGQ5OSJ9.VUYDyQpdSmCVBn23i1ahksanDDoPhvpxnjDO6uxaApM" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 482.908px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 5. Changing the colour of the template, so that the colour of the details table etc are defaulted to this colour.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Columns to the Quote Table</span></strong></p><p>The &quot;Details Table&quot; tab can be used to customise which fields appear in the table on your quotation. By default, these will have the ones below but these can be reordered by hovering over and then dragging and dropping. Pressing the Edit/pencil icon can be used to rename these column and change if the text alignment is left, centre, or right. New ones can be added with the &quot;Add&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxMmI2Y2RiLWI3NzAtNDc0ZS1iMGFkLWMxOTgyZDdiZWI3OSJ9.rxKhFTC0FzqMrPiPe0oTGIC8MoeVV1qAp04A05sJHfk" width="1915" height="934" 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: 991px; height: 483.339px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Details Table tab.</span></strong></p><p><br></p><p>The dropdown will show numerous out-of-the-box columns, but there is also the option to customise your own with HTML and variables. This can be done by selecting &quot;Add a Custom Column&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzNzhlZTc0LTUwYjQtNGQ0My1iNDcyLTFlZjdjMTU4MjcwYyJ9.iw0V21r-xaAB_VYGK5LA8B5wubHOGiIr9gR2AiFXrb0" class="fr-fic fr-fil fr-dib" width="687" height="243"></p><p><strong><span style="font-size: 10pt;">Fig 7. Add a Custom Column option.</span></strong></p><p><br></p><p>You can then set the Column Title and enter HTML of what you wish to be included here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxZTkzNzgzLWM0YzgtNDgzMi1hYmI0LTRlNmY4ZGFkMjFlMyJ9.kWDgJPKXgKUZEU-x4ePZpcCRFSVrv7f0QcS6KnaVfHs" class="fr-fic fr-fil fr-dib" width="692" height="552"></p><p><strong><span style="font-size: 10pt;">Fig 8. Adding HTML to a custom column.</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Setting a Default PDF Template for Quotes</span></strong></p><p>You can set your default PDF Template for Quoting in Configuration &gt; Quotations, just above where the button to edit the templates is.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3YTdiZWZhLTI2ZDYtNDAyNS04Zjg0LTQ0MTBiYzA3YTNjNCJ9.w8pp8-GE2H6huewEqJ4ktICNH5fkvZfT1rO9vfjsG0A" class="fr-fic fr-fil fr-dib" width="486" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 9. Default PDF Template used for New Quotes</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Formal Proposal Template</span></strong></p><p>The out-of-the-box template for formal proposals is more built out with more pages that can be customised. Each of these follow the same format, so let&#39;s look at the &quot;Terms and Conditions&quot; page here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ZTYyZjlmLWFiZjgtNDNhZi1iMmI5LTU4MDVkMmY0NTUxOSJ9.o0lP97En5QHOMC-lA1qNSB9wWWjRU0OhxUjerkwAoAA" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 482.131px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 10. Pages on the Formal Proposal template.</span></strong></p><p><br></p><p>The HTML includes reference to a custom field, here it is &quot;CFProposalTermsAndConditions&quot;. This template often for larger or more formal proposals, so it is intended that quotations using this template are raised off of tickets instead of from the quotations area. If the ticket type has the custom field set in the field list, this can be filled in there, and transferred to the template that way.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1ZTQxZjk4LTM0ZTItNDMyMS05OTE1LWNiMTU5Mjk5YWY0OCJ9.zP7Xoc9czAS4VupwInTm95X6f0qhwX_9CNxzHacFHzI" class="fr-fic fr-fil fr-dib" width="901" height="880"></p><p><strong><span style="font-size: 10pt;">Fig 11. Custom field in the HTML.</span></strong></p><p><br></p><p id="isPasted">Terms and Conditions is something that may not change between proposal-to-proposal however. If this is the case, the custom field here can be replaced with text instead that state your company terms and conditions. This will then populate the same on every quotation that uses this template without having to set it on the custom field.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Adding Approval Signatures</span></strong></p><p>Approval signatures from both the agent and the user can be added to the PDF through variables.</p><p><br></p><p>$-AGENTQUOTESIGNATURE will print the agent&#39;s signature. The agent is set based on the assigned agent on the quote.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlMmVhMzIzLTI4ZWUtNGFkNS05YTA5LWUxMWZhMWIwZjI4MSJ9.AYWhMjAohlbEcYNo-Ijlw0VA-RSRxq4AzQB_4wvxrtQ" width="1212" style="width: 1214px; height: 383.075px;" height="383" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Assigned agent on a quotation.</span></strong></p><p><br></p><p>This signature is set on the agent&#39;s profile &gt; Preferences tab &gt; Approval Processes dropdown.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwODIzOTAyLTkzYmUtNDRhZS1hYmU3LWVlMjdmNDc1YjM3OSJ9.fsY_Q_rou7bR49PGHA5y_nD3ZGzpj4OGoRni4f91Tt4" width="685" height="600" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Agent signature set.</span></strong></p><p><br></p><p>$-QUOTESIGNATURE will print the customer&#39;s signature. This signature is added when approving the quote when the &quot;Customer Signature&quot; field added to the approval screen fields in Configuration &gt; Quotations &gt; Approvals.</p><p><br></p><p>The PDF template will therefore show this section as blank until this is populated.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlZmMwNmViLTM3OTktNDc1YS1hZjFhLThkY2RlY2MyYzhmNiJ9.qSmOi1v7-fbWdwDCJtMGR4XMSf4UB2s1zAvt2DLR8IY" width="1209" style="width: 1211px; height: 559.755px;" height="560" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Customer signature field added to the approval screen.</span></strong></p><p><br></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;" data-pasted="true">From version 2.216 you can add a custom hint/message above the signature field. To write this custom hint you can select the &quot;Content to show above the signature input&quot; button in Configuration &gt; Quotations &gt; Approvals. This will open a text box where you can write your message.&nbsp;</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.eyJpZCI6ImRhMTMxZDczLTA5ODktNDM5Yy1hNWNhLTY3ZDZiYjZjYTNlZCJ9.WSoEyHQhc-BseE-UYKPLj9PdakPKe4lIJBzB41IVFAs" width="326" height="73" style="box-sizing: inherit; border-style: none; text-align: left; width: 328px; height: 73.3416px;" 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 15. Adding a custom hint for signatures</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;"><span style="box-sizing: inherit; font-size: 11pt;">The message you provide in here will then display above the signature field.</span><span style="box-sizing: inherit; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxOGQwOGUwLTgyZTctNGVkZC04M2FiLTc5N2UxOTkxOTIyZCJ9.DnBSB-FC-cf_WYmhzc8AMLP3WgjJ9IQWK1-40Zj3B48" width="974" height="282" style="box-sizing: inherit; border-style: none; text-align: left; width: 976px; height: 281.774px;" class="fr-fil fr-dib"></span><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 16. Adding a custom hint for signatures</span></strong></p><p>The variables can then be added into the HTML of the PDF template, similar to the below examples.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYTg3NDQxLTMwMjAtNDY0MC1hMTc4LTUxNDA3YmMyODYyZCJ9.sKU3dKylYFO5OlvlbeLfNVxpk8LRVruDRtjY_5xVDsA" width="1114" height="267" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Signatures added to a PDF template.</span></strong></p><p><br></p><p>You can remove the whitespace from around the customer&#39;s signature, by enabling the below in Configuration &gt; Quotations &gt; Approvals.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5MTUwMjhhLTg2YjYtNGRkMC1hNzExLWEwMDZjMTBkMDc1OCJ9.BGxBDddNY9rU6Hz8jUApRciguESYd_w9OFgzjbjophw" width="398" height="29" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Remove whitespace option.</span></strong></p><p><br></p><p>Any leftover space around the image will be removed when it is stored, appearing larger and cropped.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzNjZjNmE0LTgxZDYtNGYxOC1iM2EyLTdiMzJiMWJjZDMyZiJ9.KV7sGPnNwFn7i4Est5W5zWSxlWGwIm_xKpXlgmK8gV0" width="1091" style="width: 1093px; height: 329.163px;" height="329" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19. Signature with removed whitespace.</span></strong></p>

<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 style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'>The below SQL is for auditing of passwords, the same report can be found in the online repository by searching for &quot;Password Audits&quot;</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><br></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">select</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">apfid [ID]</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">, nhd_user.username [Name]</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">, apfdate [Date]&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">,&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">CASE</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Asset&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">2</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Site&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Custom Field&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">4</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Supplier&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">end</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">as</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;[Field Type]</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">,&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">CASE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;dinvno&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;device&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;did&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid)</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">2</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;sdesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;site&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ssitenum&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid)</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Ticket - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faultid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faults&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faultid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">2</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Customer - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;aareadesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;area&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;aarea&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Site - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;sdesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;site&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;Ssitenum&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">4</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;User - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;uusername&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;users&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;uid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">5</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Asset - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;dinvno&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;device&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;did&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">6</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Agreeement - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;CHcontractRef&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;contractheader&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;chid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">7</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Action - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faultid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faults&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;faultid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">8</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Product - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;idesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;item&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;iid</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">9</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Vendor - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;cdesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;company&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;Cnum&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1001</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Vendor Agreement - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;cncontractcode&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;contract&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;cnid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1002</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Agent - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;uname&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;uname&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;unum&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1003</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Organisation - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;treedesc&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;tree&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;treeid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">998</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;PO - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;SHPORef&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;SUPPLIERORDERHEADER&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;shid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">997</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Quote - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;QHid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;QUOTATIONHEADER&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;qhid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">996</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Sales Order - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ohid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ORDERHEAD&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;OHid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiusage&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">995</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">concat</span><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Invoice - &#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">, (</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#C700C7;">isnull</span><span style="font-size:11pt;font-family:Consolas;color:black;">(IH3rdPartyInvoiceNumber, ihid)&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;INVOICEHEADER&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ihid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjectid))</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">4</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">THEN</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Supplier Portal Password&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">ELSE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Please ask Support to correct this report&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">END</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">AS</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;Entity&#39;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">,&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">CASE</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">select</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">top</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;yname&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">from</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;device&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">join</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;xtype&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">on</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ttypenum</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">dtype&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">join</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;typeinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">on</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ttypenum</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">xnum&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">join</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;field&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">on</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ykind</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;t&#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">and</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;yseq</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">xfieldnos&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">where</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;xfieldnos</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">apffieldid)</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">2</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">SELECT</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">top</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">1</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;yname&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">FROM</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;field&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">WHERE</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;yseq&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apffieldid&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">AND</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ykind&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:red;">&#39;s&#39;</span><span style="font-size:11pt;font-family:Consolas;color:black;">)</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">when</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;apfobjecttype</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:#098658;">3</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">then</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;(</span><span style="font-size:11pt;font-family:Consolas;color:blue;">select</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;filabel&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">from</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fieldinfo&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">where</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;fiid</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">apffieldid)</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">end</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">as</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;[Field]</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:blue;">from</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;auditpasswordfield</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:0cm;margin-left:0cm;line-height:14.25pt;font-size:11pt;font-family:"Calibri",sans-serif;background:#FFFFFE;'><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">join</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;nhd_user&nbsp;</span><span style="font-size:11pt;font-family:Consolas;color:blue;">on</span><span style="font-size:11pt;font-family:Consolas;color:black;">&nbsp;ID</span><span style="font-size:11pt;font-family:Consolas;color:lightslategray;">=</span><span style="font-size:11pt;font-family:Consolas;color:black;">apfnhd_user_id</span></p>

<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>- Enabling Agent Quote Approvals</strong></p><p><strong>- Approval Configuration</strong></p><p><strong>- Determining which Agents can Approve Quotes</strong></p><p><strong>- Simple Quote Approvals</strong></p><p><strong>- Using Opportunity/Ticket Approvals&nbsp;</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1812/" target="_blank" rel="noopener noreferrer">Approval Processes</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1458/" target="_blank" rel="noopener noreferrer"><strong>Quotations</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Agent Quote Approvals</span></strong></p><p>In Configuration &gt; Quotations, enable &quot;Allow Quotations to be approved before being sent or Sales Orders created&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmNDc1MGQ1LTk3NmMtNGQyMy05OWY3LTc0MjIzMDhkNTE3YiJ9.SUuHzVJJwppi4ZwyjMl4uTF2dwwcyBYqT4L55YkCijg" class="fr-fic fr-fil fr-dib" width="552" style="width: 554px; height: 270.952px;" height="271"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow Quotations to be approved before being sent or Sales Orders created</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Approval Configuration</span></strong></p><p id="isPasted">Once quote approvals are enabled as in <strong>Fig 1</strong>, you will see some additional options appear.</p><p><br></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Configuration &gt; Quotations &gt; &quot;</strong><strong>Ticket status after Quote Accepted/Rejected/Sent/Expires&quot;</strong> -&nbsp;</span>If the quote is linked to a ticket/opportunity you can set what status the ticket changes to at each event.</p><p><br></p><p><strong><span style="font-size: 11pt;">Configuration &gt; Quotations &gt; Agent Approval Settings &gt; &quot;Allow generation of PDF before approval&quot; -&nbsp;</span></strong>When enabled the action button to &#39;Generate PDF&#39; for the quote can be used before the quote has been approved. When disabled a quote PDF can only be generated after the quote is approved.&nbsp;</p><p><br></p><p><strong><span style="font-size: 11pt;"><strong id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Quotations &gt; &quot;</span></strong>Use Opportunity/Ticket approval rather than simple approval for Quote approvals&quot;&nbsp;</span></strong>- When enabled opportunity/ticket approval processes can be used to approve quotes, used when a more complex approval process is needed. <strong><em>Note: The &quot;Simple Quote Approvals&quot; section of this guide is in relation to this being off. The &quot;Using Opportunity/Ticket Approvals&quot; section of this guide is in relation to it being on.</em></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 11pt;">Configuration &gt; Tickets &gt; Approval Processes &gt; Process Rules &gt; add criteria of &quot;Average Quote Margin (%)&quot;&nbsp;</span></strong>- Here you can determine which quotes will require approval based on the discount applied, and which agents they are routed to for approval.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 11pt;">Configuration &gt; Tickets &gt; Approval Processes &gt; Process Rules &gt; add criteria of &quot;Line Margin Below Product Minimum for Selected Product Group&quot; (v2.238+)&nbsp;</span></strong>- Here you can determine which quotes will require approval based on if the line within the selected product group has a margin below the item&rsquo;s configured minimum. This margin can be set in the Costing &amp; Pricing tab of an item. &nbsp;</p><p><br></p><p><strong><span style="font-size: 11pt;">Configuration &gt; Teams &amp; Agents &gt; Agents &gt; Details tab </span></strong><strong><span style="font-size: 11pt;">&quot;Quote margin (%) to require approv</span></strong><span style="font-size: 11pt;"><strong>al</strong><strong>&quot;&nbsp;</strong></span>- Here you can determine which quotes will require approval based on their margin. If the quote margin is less than the value set here, approval will be required. This can be overridden per agent against the against the agent profile under the &#39;details&#39; tab.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNjBjODQ2LTYyYWItNGQ4Zi1iNzY2LWVhNzZjMWFjMGExYyJ9.zUozeH-FQFtmjGw-ESK2DV5DWlcalTbObGU7bPqZykA" class="fr-fic fr-fil fr-dib" width="543" style="width: 545px; height: 484.291px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quote margin to require approval against agent</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Determining which Agents can Approve Quotes</span></strong></p><p>To set an agent as a quote approver head to the agent&#39;s profile under Configuration &gt; Teams &amp; Agents &gt; select an agent &gt; Details tab, under the Approval Settings section you will see the setting &#39;Can approve Quotations&#39;. When checked this agent will be able to be selected as an approver when a quote is submitted for approval.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlZGVmNmIzLTczMDUtNDM4NS04MzRmLThhNDc5MzQ5MjBiMSJ9.R4YJIr-gGymKsmaQowjvAxxZDCSdlwu5jWUyIiZlgKM" width="767" style="width: 769px; height: 663.368px;" height="663" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Can approve Quotations Setting</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Simple Quote Approvals</span></strong></p><p>Now when viewing a quotation you will be able to use the &#39;Request Approval&#39; action.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkOGNiNzQ0LTc4NDMtNDJjYS1iMjgxLTE2Y2NlZTAyMzE3YyJ9.z84oNJgsCxQc-g5bYVCn0SLOBJ8DLE5UieHtzrh-zMs" class="fr-fic fr-fil fr-dib" width="831" style="width: 833px; height: 389.346px;" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 4. Request approval action</span></strong></p><p><br></p><p>When this action is used you will be prompted to select which agent you would like to approve the quotation. This agent will be sent an email with a link which can be used to approve/reject the quote.&nbsp;</p><p><br></p><p>When this link is followed the agent will be taken to the quote and will see two additional actions to &#39;Accept&#39; or &#39;Reject&#39; the quote.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MTY3ZWYzLWY4Y2YtNGYyNy04M2M1LTUyMTlmNDJkODZiYiJ9.7X0rKNI65NmZFX76sUVpyi0NHIxWaKk15PTRg3xE-zg" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 433.785px;" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 5. Accept/Reject quote</span></strong></p><p><br></p><p>Once the quote is accepted/rejected the status of the quote will change to accepted/rejected and will then be able to be sent to the customer.&nbsp;</p><p><br></p><p>The signature of the agent that approved the quote can be added into the email using the variable $-APPROVERAGENTQUOTESIGNATURE when sending the quotation after the approval.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ODdhNjc5LWUwMjctNGFmNC04MmQ0LWU4MGYyMjdmMmIzNyJ9.jMp6zsN0Anj_0u8GXrD8duLMaL6uhK-fgBYY0F90osg" class="fr-fic fr-fil fr-dib" width="915" height="657"></p><p><strong><span style="font-size: 10pt;">Fig 6. Email with the agent signature.</span></strong></p><p><br></p><p>The variable can show like above when adding the variable into this email template (ID: 92).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1NmYwMmQ5LTFmM2EtNGNlNi04ZWIxLTIxMTI5YTIwMDJmYiJ9.yZIFCQdZiWiadevwB4V90HtgQClAOgcQTjEWX82MNjs" class="fr-fic fr-fil fr-dib" width="1188" height="693"></p><p><strong><span style="font-size: 10pt;">Fig 7. Email with the variable for the agent signature.</span></strong></p><p><br></p><p>The signature that appears will be the one populated in the agent&#39;s profile &gt; Preferences tab &gt; Approval Processes &gt; &quot;Agent Signature&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxMWM4OTRhLWE2OTktNDE3OS1iNTNkLTZkYjZhNDgzOWU3NCJ9.ma4U11_tOT4ccpfaNawZJrxqNy-aeBmp_ihz2PacIDk" class="fr-fic fr-fil fr-dib" width="675" height="800"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent signature.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using Opportunity/Ticket Approvals</span></strong></p><p>Ticket approval processes can be used instead of the general quote approval shown previously. This allows scenarios where CABs can approve quotes for instance, or it could follow a multi-stage process. This can be helpful for high-value sales.</p><p><br></p><p>In Configuration &gt; Quotations, enable &quot;Use Opportunity/Ticket approval rather than simple approval for Quote approvals&quot;. This will then show the Approval Process dropdown underneath where the approval process can be selected. A general one can be set, or selecting &quot;*Choose Approval Process*&quot; will provide a pop up each time to choose. This allows different approval processes to be used on different quotations.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYWQ5MjkyLWYzZDctNDI3NC04MDUzLWY0YzU0YjYzNzgwMiJ9.S6I-xiLDcNwadmnHNAOriArl16SX20RXiF7qLjxh4ts" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 603.469px;" height="603"></p><p><strong><span style="font-size: 10pt;">Fig 9. Enabling ticket approval process and choosing the approval process.</span></strong></p><p><br></p><p>Click &quot;Request Approval&quot; on the quotation in the same way as the simple approval.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjOGEzZjJiLWFkYzAtNDY1Ni1iNGE2LWExMGI4MTJmODA0MSJ9.bOy79mP1_k_K7eluoHQ0FmFUaje1cBn3n2-n_LqSJZE" width="1230" 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: 1232px; height: 601.674px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="602"></p><p><strong><span style="font-size: 10pt;">Fig 10. Requesting approval.</span></strong></p><p><br></p><p>This pop-up will then show if using the &quot;Choose Approval Process&quot; setting in the dropdown, where you can select the process. If using a set process, this step is skipped.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiZGQ4YWYyLWM3YmItNGI1Zi1hNTFlLWMxZTA1OTUwNmZiNiJ9.1yJcI6RoFgCVFNzwD41CC9qR3-qWgwnqcxoS5BmsQco" width="693" height="267" 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 11. Choosing the approval process to use on that quotation.</span></strong></p><p><br></p><p>In the &quot;My Approvals&quot; area, or on the ticket itself, the agent can then accept or reject the quote.</p><p><br></p><p><strong><em>Note: The approval process is linked to the ticket, so the approval action needs to be done in relation to the ticket itself instead of on the quotation.</em></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiZDIyODRhLTIxNzEtNDZhNi1hMTA1LWMwZGI4YzE4MmNlOSJ9.w2tCuFbK5Uk3H1OV7-P_06ASYI7rrf_5sbDQVFOSBFQ" width="1232" 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: 1234px; height: 601.249px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="601"></p><p><strong><span style="font-size: 10pt;">Fig 12. Accepting the quotation.</span></strong></p><p><br></p><p>The quote will then be approved/rejected dependent on the rules of the approval process used. This example required one approval from a Change Advise Board (CAB) of four agents, so it was accepted after one approval. If a multi-step approval process is used, it will move on to the next step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0NTgwOTk2LTFlNGItNDZjOS1hNDY3LTlhNDgwMjkxN2E0MiJ9.XFKDRzIIErW275XPjXQqavS47hk1rPUuh4b0Yjq2j9I" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 601.682px;" height="602"></p><p><strong><span style="font-size: 10pt;">Fig 13. Approval process completing.</span></strong></p><p><br></p>

<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>Configuration &gt; Remote Support &gt; General Settings</strong></p>

<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; 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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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.2177%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.449%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="defaultremotesessionuserid">Default User<br></td><td style="width: 16.2177%;">Single Select</td><td style="width: 50.449%; text-align: left;">Remote Sessions that do not have a valid User will be saved against this User.<br></td></tr><tr><td style="width: 33.3333%;" id="lmiallowothertechinvites">Allow Agents to invite Users to Remote Sessions for other Agents<br></td><td style="width: 16.2177%;">Checkbox</td><td style="width: 50.449%; text-align: left;">When checked, Agents will be able to invite Users to remote sessions that are not necessarily their own. This can be done on behalf of another Agent, for example.</td></tr><tr><td style="width: 33.3333%;" id="allowquickinvites">Allow Agents to send quick Remote Session invites from the Ticket screen<br></td><td style="width: 16.2177%;">Checkbox</td><td style="width: 50.449%; text-align: left;">When checked, should a Remote Support integration be enabled, then Agents can send a Remote Session invite via the &#39;...&#39; menu at the top right of the ticket view.</td></tr><tr><td style="width: 33.3333%;" id="editremoteinvite">$REMOTEINVITE</td><td style="width: 16.2177%;">Button</td><td style="width: 50.449%; text-align: left;">This will open up the menu to customise a Canned Text for Remote Session invitiations ($REMOTEINVITE). This can be used in Email Templates and on the new action screen.<br></td></tr><tr><td style="width: 33.3333%;" id="editemailtemplate">Email Invitation Template</td><td style="width: 16.2177%;">Button</td><td style="width: 50.449%; text-align: left;">This will open up the menu for configuring the Email Template to use to invite Users to a Remote Session. This will be used when inviting Users to a Remote Session from within a Ticket.</td></tr><tr><td style="width: 33.3333%;" id="editchatinvite">Live Chat Invitation</td><td style="width: 16.2177%;">Button</td><td style="width: 50.449%; text-align: left;">This will open up the menu for modifying the Canned Text used for the Live Chat Invitation. HTML can be used here.</td></tr></tbody></table><p><br></p>

<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><br></p>

<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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Creating a Quick Action</strong></p><p><strong>- Setting the Automation on the Workflow</strong></p><p><strong>- Using the Action</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Associated Admin Guides:<br></strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer">Actions</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer">Workflows</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/919/" target="_blank" rel="noopener noreferrer"><strong>Creating and Using Quick Actions</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Quick Action</span></strong></p><p>To automate an action on a workflow, a Quick Action needs to be used. To configure one, go to Configuration &gt; Tickets &gt; Actions &gt; New.</p><p><br></p><p>Name your action and action button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3OWRhODQzLTU0OTAtNDZiZC05YWYwLWVmYWMxOWYxMWE1ZSJ9.mFNgXuKdWcq0-h_hA0pzaKK-NBKpo7cL9-XWr4IFipU" width="365" height="409" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Outcome Description and Button Name</span></strong></p><p><br></p><p>Enable the<strong>&nbsp;Is a Quick Action</strong> checkbox. You can then set if you want the status to change after the action is used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMTRhMjRjLTA3M2UtNGYyMi05ZmI4LThmMmYwYWE2Y2ZkMCJ9.VAcrRZp3f0uZ1ww_UmqdRYM3zlNHGwoytNkct-75zG4" width="964" style="width: 966px; height: 264.141px;" height="264" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Is a Quick Action checkbox and Status After Action dropdown</span></strong></p><p><br></p><p>In this example, I am going to use the Quick Action to send an email. In the Defaults tab, set the Send an Email toggle to Yes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzNjMwYjIyLTg2ZmYtNDYyOS05M2I3LTEwNTEyNmRiNmUzNiJ9.PELj-3tbDwOhIZIEifkMo-qCfvoRwbJUvLqeXrnu4mo" width="412" height="363" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Send an Email set to Yes</span></strong></p><p><br></p><p>Scrolling down, I am then choosing the template I want to send out (email templates can be created/ edited from within configuration &gt; email &gt; email templates)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NTQ5N2EyLTc5ZWYtNGQ0MS1hOGM1LWZjMDc2NzdkNTA2NyJ9.7IS40cle3nakms-GjVbnyM8SeS5AQvidwa9rWTchgXM" width="308" height="266" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Email Template on an action</span></strong></p><p><br></p><p>Upon saving, you now have the action configured.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting the Automation on the Workflow</strong></span></p><p><span style="font-size: 11pt;">Configuration &gt; Tickets &gt; Workflows &gt; choose the workflow you want to add the action to &gt; Edit &gt;&nbsp;edit the step you want to add it to &gt; Add.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhNmFhNzA1LTc1YzYtNGJkNC04MTY3LTMzZDBlMDk4NTNlNCJ9.J4H1UJ_NZyVWAIUVXgyHz7bQejJmIDKiteoHzY-4NZ0" width="1207" height="634" class="fr-fic fr-dii"></p><p><strong>Fig 5. Edit Step Button on a Workflow Step&nbsp;</strong></p><p><br></p><p><span style="font-size: 11pt;">You will then see this screen where you can choose the Action Type as Automation, Type as Quick Action, then select the Quick Action we made.</span></p><p><br></p><p><span style="font-size: 11pt;">Conditions will be checked upon entering the step, and any time a ticket updated whilst in that step. This constitutes any change such as adding an action, updating a field, etc.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZDg0M2NjLTFiYWUtNDBlMy1hNjU0LTAwZGVlY2ZhYmNmNCJ9.CqQ4rx0P7ZVv3A1EYaxJOsWAUdwZle7WHiFZ6Dd-iWM" width="526" height="766" class="fr-fic fr-dii"></span></p><p><strong>Fig 6. Configuring the automation for the quick action</strong></p><p><br></p><p>You can add conditions here - I set mine to when the Agent is Unassigned.</p><p>From v2,242+, the &quot;Email To&quot; addresses can be used as a workflow automation criteria. This means if the addresses are updated to include an email address which matches this criteria the automation will run.</p><p><br></p><p>In this example, I have set the Trigger as <strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the ticket</strong>.&nbsp;</p><p><br></p><p>There are three Trigger options.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmYjlkYjVlLWVlMzctNDg1OS05OGI5LWMyMmUxNTFiNGJhMCJ9.o5_X2FY_7C83nfl_7JyBce_hdlGyZkIFtpXCV0XVVZI" width="526" height="251" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. List of trigger options</span></strong></p><p><br></p><p><strong>When meeting the conditions through entering the step or updating the Ticket</strong> - Applies as soon as these conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the Ticket</strong> - Applies after the set number of minutes where the conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of days before/after a field value and meeting the conditions through entering the step or updating the Ticket&nbsp;</strong>- Applies after the set number of days where the conditions are met on the step and a date field is set. As shown in figure 7, the fields that can be chosen on the dropdown are date fields, this is inclusive of date fields created in the ticket entity of custom fields (custom fields can be created from within configuration &gt; custom objects &gt; custom fields)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkMjE5YWFiLWNmYmQtNDAwMy1iMGNjLWE3MmY4NjY5MjJmMyJ9.D8JvrmHN9Go3mifM7sF_Ki7q9UDumsBK1mBcAXARGkc" width="534" height="255" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Using the Start Date &amp; Time field to trigger the field value</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you have multiple automations in the same step that are all using the Trigger type &#39;When meeting the conditions through entering the step or updating the ticket&#39;, you have the option to give each automation a sequence to instruct the system in which order to run the automations. Lower sequence automations (e.g. &#39;1&#39;) will run before higher sequence automations (e.g. &#39;5&#39;).</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxMDhmMTM5LWFkMzAtNDdkOC05ODY3LTUzM2ZkOTI1MTExMiJ9.uJwqJ01UmcE3ZjsEWIi_KZEMiOpc22Jn-UkoP4LQwas" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 592.127px;" height="592"></span></p><p><br></p><p><strong>Fig 9. The new sequencing option for automations set to trigger immediately on workflow steps (2.228.1+)</strong></p><p><br></p><p>Scrolling to the bottom, I have configured my action to move to the &quot;Opportunity Lost&quot; stage if it stays on the &quot;Negotiation&quot; stage for 10 minutes (as shown in figure 5). If using this example, you would likely set this to a much longer period.</p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Action</span></strong></p><p>Here, I have now raised an opportunity ticket that has the workflow I added the Quick Action automation to, and have raised the quotation to get to the stage with my automation.</p><p><br></p><p>Upon waiting the 10 minutes I have set (or whichever time you set), it will apply my Quick Action to move my workflow along and send out the email, which I have created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZjI4YzNmLWQ1ZWUtNDBkNy05YzEzLWMzOTUwMTZkNzc5OCJ9.TqR_6slPQdO3BTVcCy_Wg4UWicdgXainL4iwbl0ASvs" width="984" style="width: 986px; height: 455.375px;" height="455" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quick Action in use on a ticket with that workflow</span></strong></p><p><br></p><p>It has now sent out the email configured in the Quick Action via an email template (An email template is a pre-configured email that can be automatically sent out), and moved the workflow stage to Lost. If using the status change on the Quick Action, you could also have it set the status to Closed after running to close the ticket automatically.</p>

<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>- Marking a Customer as Important</strong></p><p id="isPasted"><strong>- Configuring VIP Popups</strong></p><p><strong>- Ticket Rules with Important Customer/User</strong></p><p><strong>- VIP Users as Site Contacts</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1415/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Users)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records &nbsp;</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2127/" target="_blank" rel="noopener noreferrer"><strong>Customer Relationships Setup</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Marking a Customer as Important</span></strong></p><p>In the Customers area, select a customer and Edit. Scroll until you see a checkbox called &quot;Important Customer&quot; and turn this on. This will either be in the right hand side, or in a &quot;Details&quot; tab along the top. This will also show a star icon in the top right of the customer&#39;s logo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzOTMwMzQwLTc0NTQtNDRkZC1iZDUzLWRlZDI1Nzk2OGQyYyJ9.pMBB3ZUUfB-GW9tdyB3JflcTJWA-Xxun9NAuaKB_DyY" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 487.888px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 1. Marking a customer as important.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring VIP Popups</span></strong></p><div id="isPasted"><span style="font-size: 11pt;">In Configuration &gt; Tickets &gt; General Settings, enable &quot;Display popup if End-User is a VIP or Service User&quot;.</span></div><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxODkzY2UyLTkwZTgtNDRlMy1iMzFhLTZlOTdlODEzNmM1NSJ9.RLwPddyglIIVunP2RCSXWPcecxCaUP3P46xYbFbvzGg" class="fr-fic fr-fil fr-dib" width="597" height="345"></span><span style="font-size: 10pt;"><strong>Fig 2. Enabling popups.</strong></span></p><div><br></div><div><span style="font-size: 11pt;">An end-user can be marked as important (VIP) from this checkbox in the &quot;Permissions&quot; tab.</span></div><p><br></p><div style="border: 0px;font-style: normal;font-weight: 400;font-size:12pt;line-height: inherit;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif;margin: 0px;padding: 0px;vertical-align: baseline;color: black !important;text-align: start;text-indent: 0px;background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkNjNlMTgwLTQ5YzctNDg1OC1iMmRlLTczMjBiOThjNDAxNiJ9.OZvIi4virApPJYnQuOORnsJJ3-yIjstq5aaw7jXcLZM" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.408px;" height="483"></div><div><span style="font-size: 10pt;"><strong>Fig 3. This User is an Important contact checkbox in Permissions tab.</strong></span></div><p><br></p><p>This can also be done with a user role in Configuration &gt; Users &gt; User Roles, and then assigning the role to each user you wish to make an important contact.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMTdiNWZkLWJmN2QtNDVjNS05MzM4LWMzYTM4NjBhNmY4ZCJ9.E6gDyfw1OdsyyzH3kfB-1qz2t43lpE_pMRrfOZDHU4s" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 477.974px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 4. User role.</span></strong></p><p><br></p><p>This popup will then appear in the bottom left when either logging tickets or viewing tickets logged by a VIP user. When searching for a user to log the ticket against, important users will appear higher in the list. They will also have the star icon next to their profile picture like customers do.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMmFjYWNmLTYxYTEtNDE5MS1hYzA4LTUzYzU0NTI1YTZiNiJ9.riiEgvqwND0YoLyjltnalPM2z6LFIpGg6163PhdtI7o" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.388px;" height="481"></p><div><strong><span style="font-size: 10pt;">Fig 5. End-User is a VIP popup on ticket logging screen.</span></strong></div><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Rules with Important Customer/User</span></strong></p><div><span style="font-size: 11pt;">Ticket rules can have criteria of an important user or an important customer. This will allow the ability to update the ticket fields such as team, status or SLA.<br><br>Ticket rules can be created in Configuration &gt; Tickets &gt; Rules.<br><br>This is a useful feature for escalating tickets to treat it as a higher priority if the customer/user who logged it is a VIP.<br><br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNWJhMjE5LTAwZDMtNDdiMi1hMzRjLThlNmUyYmU1OTUyNyJ9.2sHdYTIUbReCSAe4T_fXYtNGwTHurgJE6ACl3QoCbNI" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.652px;" height="482"></div><p><strong><span style="font-size: 10pt;">Fig 6. Important Customer and Important User ticket rule criteria.</span></strong></p><p><br></p><p><span style="font-size: 11pt;" id="isPasted">The criteria can also be based on your own configured customer relationships - either be &quot;Is equal to&quot;, &quot;Has a value&quot;, &quot;Does not have a value&quot;, &quot;Includes&quot;, and &quot;Does not include&quot;, and then can choose one or more.</span></p><p><br></p><p><span style="font-size: 11pt;">You can learn how to configure these with the &quot;Customer Relationships Setup&quot; guide linked at the top of this article.</span></p><p><br></p><p><span style="font-size: 11pt;">Customer relationships can be useful to split VIP customers into groups for instance. You may have a group of VIPs due to being high-value customers, and another who are retention efforts and require more time to retain them happily. Using the relationships feature will allow you to separate these customers and target each group more effectively.<br></span></p><p><br></p><p><strong><span style="font-size: 14pt;">VIP Users as Site Contacts</span></strong></p><p>Users marked as an important contact will also become listed as &quot;Site Contacts&quot; in the address book.</p><p><br></p><p>On an email action, click the &quot;To&quot; to open the address book.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwOTg1MDcwLWZjODctNGU1OS1hNTc5LTI3NDFhNzZlOTVhNSJ9.atnb5oTMkYBVS3-bK2hJSJ-DkN8RO2pZnWdThCOmSN8" class="fr-fic fr-fil fr-dib" width="961" height="460"></p><p><strong><span style="font-size: 10pt;">Fig 7. Opening the address book on an email action.</span></strong></p><p><br></p><p>This popup will then show. Changing the dropdown to &quot;Site Contacts&quot; shows the name and email address of any important contacts at the site associated with the ticket. This is useful for CCing in these users on important emails.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkOTVjNWFkLTUxMjUtNDBmNy1iNmE1LWMwMTVlOThmNDExZiJ9.x4WoFIPYU2tBHVgZwizPpqRIBSzGzFGj-BjK8L1ksGo" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 482.713px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 8. List of site contacts in the address book.</span></strong></p><p><br></p>

<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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Creating an Application</strong></p><p><strong>- Linking a Connected Instance</strong></p><p><strong>- Creating a Linked Ticket List</strong></p><p><strong>- Using a Linked Ticket List</strong></p><p><strong>- Email identification</strong></p><p><br></p><p><br></p><p>Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA instance to an ITSM instance, although the type of Halo product does not matter here.</p><p><br></p><p><strong><em>Note: Agents in the secondary instance will need login credentials to the primary instance.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Application</span></strong></p><p>The first thing is to create an API application in instance A (PSA). Go to Configuration &gt; Integrations &gt; Halo API &gt; Applications. Give it a name, and set the authentication method to &quot;Client ID and Secret (Services)&quot;. Make note of the client ID and secret, as the secret will be hidden upon leaving the page.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOWUyNzUwLWRkZjgtNGVmOS1iNjEwLWQxMmUxOGE1MTgxYSJ9.PgmJ4TL8hVEf1hvDrU_DaMVx3d0rWw2uw5zH2VZlF9c" width="1074" height="553" 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;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating the API application</span></strong></p><p><br></p><p>In the &quot;Permissions&quot; tab, set the permissions. The below is recommended/required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmOTMyMDMwLTg4ZGMtNDRlYi04Y2U2LTc3YTRmYTk1ODhhZSJ9.9-dWS_KvepN9_H8tibqDb-Ka-mILf9h_ERerxE7PYWQ" width="1022" height="476" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting permissions on the application</span></strong></p><p><br></p><p>Save the application.</p><p><br></p><p><strong><span style="font-size: 14pt;">Linking a Connected Instance</span></strong></p><p>Now we can go to instance B (ITSM). In Configuration &gt; Integrations &gt; Halo API &gt; Connected Instances, create a new connected instance. Name this, and paste the client ID and secret from instance A here.</p><p><br></p><p>You will also need to enter a API and an authorisation URL. For the API URL, enter instance A&#39;s URL with &quot;/api&quot; at the end. For the authorisation URL, enter instance A&#39;s URL with &quot;/auth&quot; at the end.</p><p><br></p><p>The Halo tenant ID can be obtained by going to the URL with &quot;/api/instanceinfo&quot; at the end. Click the &quot;Pretty print&quot; checkbox for easier reading, and you can find &quot;tenant_id&quot; in the list here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMWVkNmZkLWNhNTctNDE5NS04MGZhLWE5ZjIyMzEzNGI2NSJ9.fhS6UxQ4LNJw5UnO3WYhC86Q3WGpp45NyYroQ3LVbHk" class="fr-fic fr-fil fr-dib" width="359" height="87"></p><p><strong><span style="font-size: 10pt;">Fig 3. Obtaining the tenant ID</span></strong></p><p><br></p><p>Save the connected instance. To test if the instances are connected correctly, click the &quot;Test&quot; button at the top to check the configuration.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZjgyNzA3LTQ5YmYtNGQ1OC05ZmRjLTBmZWQzNWIzODYyMSJ9.6Q8kZINEFBS4Y4LfMr3O7ymLkhZRyP2GXwlEHuHHQ-w" class="fr-fic fr-fil fr-dib" width="796" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting up a connected instance</span></strong></p><p><br></p><p>This will then show a popup indicating it has succeeded. If not, follow the instructions on the error popup to troubleshoot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3M2ZiNjRiLTMxOTQtNGE4MC05ZDdmLTk0OTA1ZDg5Mjg5YiJ9.Cewc__nJYUE-OYb3btwU25nPjjR9KClh_6RmtvykHfY" width="615" height="157" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Testing popup</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Linked Ticket List</span></strong></p><p>Upon successful configuration, you can now create the ticket list to show between both instances. In instance A, create a standard ticket list, and set the filters of what should appear within it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ODMyM2E5LTQ2YjAtNDc1OC04MTU3LTQ5MWQzYTRlMWNjMiJ9.i5_WfNDRAAPQPklkQoEeqKrnN05Om5ujqTooACQIcuU" width="280" height="733" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a ticket list in instance A</span></strong></p><p><br></p><p>In instance B, create a ticket list. Set the &quot;Halo API&quot; field to the connection with instance A, and then select the list ID/name in the field dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyM2M2ZGNmLTUxMGUtNDI5OS04MDMyLTBjNzk1ZTViOTJmZCJ9.y8mP3uoNA2GgWEKnLqcqEliA9pTZG3f48v6CePpVvy0" width="911" height="661" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Linking a ticket list in instance B</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Linked Ticket List</span></strong></p><p>You have now created the ticket list. It will appear in both instances within the &quot;My Lists&quot; view.</p><p><br></p><p>It will appear like normal in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDQ5YWMwLTc5ODktNGZiZi1iNTI4LTYxZDhjZjUxZjJiOSJ9.Q3IK-3Ai9v4cnLW81FCbbCNEovZnGJnt0T5d-TE0kAI" width="1219" style="width: 1221px; height: 426.685px;" height="427" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Ticket list in instance A</span></strong></p><p><br></p><p>Within instance B, you will also see the same ticket list.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1MzEyNGE0LTVjMjMtNDBiMi05N2M0LTZmMWUwMzNhZTQzNyJ9.QPA_q8u9qo2r5KLOfYafnAPzWRUXs2E2OR9IK5KwW7s" width="1219" height="264" 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: 1221px; height: 263.69px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket list in instance B</span></strong></p><p><br></p><p>Upon clicking on a ticket within the list in instance B, the login screen will open in a new tab.</p><p><br></p><p>Agents in instance B will need logins for instance A, and upon logging in, the ticket will open in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ZjgwNjBkLTYyYzUtNGZjMS1iZmJhLWQwMDc5YTMxZmQzYiJ9.Zak5LieYRaWrs42lUjNxpuMzh36EWdNjFH2wLxd1y2o" width="1220" style="width: 1222px; height: 292.217px;" height="292" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Clicking into ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;"><strong data-pasted="true">Email identification&nbsp;</strong></span></strong></p><p>An identifier can be set for each of your connected instances which will be included in outgoing emails. To enable this, head to Configuration&gt;Email&gt;General Settings, and select the &quot;Add an instance identifier to the subject of Outgoing Emails&quot;. Once enabled, a text field will show allowing you to set your identifier for the instance. This allows you to identify and control where emails are sent and received from. &nbsp;&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViY2E0OGYyLTgwYjYtNDE1MS04MjU2LWZmMTRlMWQ2Yzk2NSJ9.1NvHNQwyNfqFUGKXgv42CvZaSeAM46dCMsqH5Qi-Ufo" class="fr-fic fr-fil fr-dib" width="654" style="width: 656px; height: 137.84px;" height="138"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Adding an instance identifier &nbsp;</span></strong></p><p><br></p>

<div><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 id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Teams &amp; Agents &gt; Statuses</span></strong></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2390" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Agent Statuses</strong></a></li></ul></div>

<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><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"; 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} 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><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; 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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> <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; } </style> <style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.2686%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.3981%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Status Name</td><td style="width: 16.2686%;">Free Text</td><td style="width: 50.3981%; text-align: left;">The name of the Status</td></tr><tr><td style="width: 33.3333%;" id="value7">Sequence in lists</td><td style="width: 16.2686%;">Integer</td><td style="width: 50.3981%; text-align: left;">Determines where the Status will appear in lists; a higher Sequence will result in the Status being lower in the list. Statuses with the same Sequence will be ordered alphabetically.</td></tr><tr><td style="width: 33.3333%;" id="value6">Colour</td><td style="width: 16.2686%;">Colour Chart</td><td style="width: 50.3981%; text-align: left;">The colour of the status icon, this is most often seen next to Agent icons.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="value5_bool">Override the &quot;Offline&quot; status when this status is selected</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When Agents are not logged in, they will be marked as &quot;Offline&quot;. When checked, this will ensure that, if the Agent has this Status, it will still show when they go offline.</td></tr><tr><td style="width: 33.3333%;" id="value3_bool">Show a warning when assigning to an Agent with this Status</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">This will show a warning box when trying to assign a ticket to an Agent that has this status. Often used for &quot;Busy&quot; or &quot;Away&quot; statuses.</td></tr><tr><td style="width: 33.3333%;" id="value8_bool">Show a warning when mentioning an Agent with this Status<br></td><td style="width: 16.2686%;">Checkbox<br></td><td style="width: 50.3981%; text-align: left;">When mentioning an agent i.e. through an action on a ticket. If they have this status set, you will be warned of this. For example they may be set to &quot;Out of Office&quot; so it would make sense to checkbox this setting on for such a status.</td></tr><tr><td style="width: 33.3333%;" id="value2_bool">Include Agents with this Status in Load Balance and Round Robin</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When auto-assigning tickets, Agents with this status will be included in the pool of those available to recieve them.</td></tr><tr><td style="width: 33.3333%;" id="value4_bool">Count Agents as online for Live Chat</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">With Live-Chat enabled, Agents with this Status will be added to the list of those available to provide assistance.</td></tr><tr><td style="width: 33.3333%;" id="value9_bool">Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat<br></td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">Only available when &#39;Include Agents with this Status in Load Balance and Round Robin&#39; is disabled. When checked agents in this status will be able to be assigned tickets as part of load balance/round robin when the ticket is linked to a chat.&nbsp;</td></tr></tbody></table></div>

<div><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><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>To update your web app URL, make sure you have the HTTPS certificate for the URL you wish to move to installed on your web server and available in IIS.</p><p><br></p><p>Configure a DNS record configured on your domain to direct traffic going to your new URL, to your web server.</p><p><br></p><p>Configure a HTTPS binding on your Halo site in IIS, selecting your covering certificate.&nbsp;</p><p><br></p><p>Open the Config.exe application from the root of your Halo web app, and set the URLs to (your URL)/api/ for API URL, (your URL)/auth/ as AUTH URL, and (your URL) and Agent Web App URL:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MGJjMmY0LWNjNmItNDU2Yy05NTVmLTlmNDEzYjdjYTY4YiJ9.n9SmTvjFIRkGkuzwAQ2DzFnpck77CGoRFgE84dw_-ro" class="fr-fic fr-fil fr-dib" width="532" style="width: 532px; height: 691.238px;" height="691.238"></p><p><br></p><p>Save this, then restart the Halo IIS site.</p><p><br></p><p>If you have issues navigating to the website after this, then go to this URL to clear your cache:</p><p><br></p><p>(Your URL)/API/instanceinfo?clear_cache=true</p></div>

<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><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>- Different sections of the &#39;Quotes and Orders&#39; module&nbsp;</strong></p><p><strong>- How to filter and sort results</strong></p><p><br></p><p><br></p><p>The Quotes and Orders module can be used for:</p><ul><li>Raising quotes/orders.</li><li>Viewing open quotes/orders.</li></ul><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Different sections of the &#39;Quotes and Orders&#39; module&nbsp;</span></strong></p><p>The quotes and orders module is split into four sections and these each have subsections.</p><p><br></p><p><strong><span style="font-size: 12pt;">Quotations</span></strong></p><p><span style="font-size: 11pt;">This shows all quotations.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Open quotes</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that can be actioned. These are defined as quotations that have a status that does not have a system use &#39;closed&#39;. See our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1989/" target="_blank" rel="noopener noreferrer" id="isPasted">quote statuses</a> for more information on this.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Closed quotes</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that have been closed. These quotes will have a status that has the system use &#39;closed&#39;. These quotes do not need to be actioned.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Requires processing</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that require action. These quotes will have a status that has a system use &#39;accepted&#39;.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Processed</strong></span></p><p><span style="font-size: 11pt;">Shows quotes that have had a sales order made from them. These quotes are therefore deemed as processed.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Sales Orders</span></strong></p><p><span style="font-size: 11pt;">This shows all sales orders.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Open orders</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that does not have a system use &#39;closed&#39;. See our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2381/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>sales order statuses</strong></a> for more information on sales order statuses.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Closed orders</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that do have a system use &#39;closed&#39;.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Requires ordering</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and that do not have a linked purchase order.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">How to change requires ordering functionality:</span></strong></p><p>The sales orders that appear in requires ordering can be changed using the setting &#39;Check type for Products that require ordering on Sales Orders&#39; found in Configuration &gt; Items and Stock Control.</p><p><br></p><p>This setting is only visible if &#39;Allow reserving of Products/Assets&#39; is enabled.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4OTJlOWJiLTRmZTQtNDQ0Zi05ZDRjLWZjZGMzZTVjNzUzMSJ9.qSl6pLyia7iAJO_PmrmJ0KHHKFvTuHATRLgDCjD19-o" class="fr-fic fr-fil fr-dib" width="856" style="width: 858px; height: 336.6px;" height="337"></p><p><strong><span style="font-size: 10pt;">Fig 1. Check type for Products that require ordering on Sales Orders setting</span></strong></p><p><br></p><p>If set to the first option &#39;<strong>Sales order is not closed and delivered quantity plus reserved quantity plus quantity not yet received on Purchase orders is less than the line total quantity</strong>&#39; - A sales order will show in requires purchasing if the items in any of the lines have not been reserved, even if they are in stock. If the item(s) are not in stock and a purchase order needs to be raised, once the purchase order is raised for each line that has not been reserved the order will no longer appear in requires purchasing.&nbsp;</p><p><br></p><p>Even if the purchase order(s) raised do not provide enough stock to fulfil the order, once all the lines either have a purchase order against them line, or all the items in the line have been reserved, it will not show in requires purchasing.&nbsp;</p><p><br></p><p><span style="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-align: left; 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; display: inline !important; float: none;" id="isPasted">If set to the second option &#39;<strong>Sales Order is not closed and delivered quantity plus reserved quantity plus quantity not yet received on Purchase Orders is less than the line total quantity</strong>&#39; - &nbsp;A sales order will show in requires purchasing if the items in any of the lines have not been reserved, even if they are in stock.&nbsp;</span>If the item(s) are not in stock and a purchase order needs to be raised a calculation will work out if enough items have been ordered. That is, if one line on the sales order is for 6 items but I raise a purchase order for 4 of these items the sales order will still show in requires ordering as in total I will not have enough items to fulfil the order. &nbsp;</p><p><br></p><p>If one line is for 6 items and I already have 2 of these in stock so I reserve these two, and I raise a purchase order for 4 more the sales order will not show in requires ordering as the reserved items +the purchase order will give me enough to fulfil the order.&nbsp;</p><p><br></p><p>If you are raising multiple purchase orders to fulfil the one line on a sales order, you must ensure the purchase orders are linked to this line on the sales order. Ensure the purchase orders are raised within the sales order, using the &#39;order items&#39; button.&nbsp;</p><p><br></p><p><strong>Requires Invoicing</strong></p><p id="isPasted">This shows all sales orders that have a status that has the setting &#39;Sales order is ready for invoicing when this status is selected&#39; enabled.</p><p><br></p><p><strong>Requires consigning</strong></p><p>This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and at least one of the line items has not been consigned.&nbsp;</p><p><br></p><p><strong>Requires Action</strong></p><p>This shows all sales orders that have outstanding actions against a line. If a sales order line has an action available but you do not want/need to complete this action you can edit the line and mark the line as complete using the &#39;Mark this line as complete&#39; field. Note, this does not apply retroactively, any sales orders created before the version this functionality is on will not appear in the requires action area.&nbsp;</p><p><br></p><p>Sales order statuses can be found under Configuration &gt; Sales Orders &gt; Sales Order Statuses.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMTE0ODliLTA3ZjEtNGFlYi05NTZmLTFhN2FkNmMzMDg3MiJ9.3Ms0PyedEkJyMDu-lemMrV-8Mm9-2YsBz3rxMjRwdeQ" class="fr-fic fr-fil fr-dib" width="549" style="width: 551px; height: 396.154px;" height="396"></p><p><strong><span style="font-size: 10pt;">Fig 2. Sales order statuses</span></strong></p><p><br></p><p id="isPasted"><strong>Requires Recurring Invoice</strong></p><p>This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and at least one of the items on the sales order requires a recurring invoice to be generated (sales order containing a recurring item).&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Purchase Orders</span></strong></p><p>Shows all purchase orders</p><p><br></p><p><strong>Open orders&nbsp;</strong></p><p>Shows all purchase orders that have a status that does not have a system use &#39;closed&#39;.</p><p><br></p><p><strong>Closed orders</strong></p><p>Shows all purchase orders that have a status that does have a system use &#39;closed&#39;.</p><p><br></p><p><strong>Awaiting stock</strong></p><p id="isPasted">Shows all purchase orders that have stock that has not yet been received. If a purchase order is set to the status closed but it still has outstanding stock to be received it will show here.&nbsp;</p><p><br></p><p>The status &#39;Cancelled&#39; and &#39;Cancelled/Not awaiting stock&#39; are available against each service. If a PO status has &#39;Cancelled/Not awaiting stock&#39; enabled POs with this status will not appear in awaiting stock.&nbsp;</p><p><br></p><p><strong>Ready for Purchasing</strong></p><p>Shows all sales order lines that have a status that does not have a system use &#39;Closed&#39; and items have not yet been consigned, similar to the &#39;Requires Consigning&#39; area. However, this area can be used to bulk create purchase orders for sales orders that have not yet been fulfilled, likely as they require stock.&nbsp;</p><p><br></p><p>You will notice in the top left of this area there is an option to filter by supplier, allowing you to only see sales orders for one supplier and create these in bulk.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2MzY1ZmFkLTY2OTktNDYyYy05MTAzLTdmZWI2ZjdhMGVlOCJ9.lKr9hjd6VxOp0aAVTRUCu5WnCidw8jdWUz8ZTdYiDP0" class="fr-fic fr-fil fr-dib" width="501" style="width: 503px; height: 265.524px;" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 3. Filter by supplier in Ready for Purchasing</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How to Filter and Sort Results</span></strong></p><p>Each of the areas can be filtered to only show quotes/orders that you have raised. To do this hover over the three dots in the top right and select &#39;show mine only&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2YWRhNjI1LTcwMzgtNGRjZi1hOTc3LWI3MzI0YmNhMDg0YiJ9.FJVBdhUqoEmD3-RN7OqyZSnEYQkfeixppfzE7JOFUDc" class="fr-fic fr-fil fr-dib" width="681" style="width: 683px; height: 324.523px;" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 4. Show mine only</span></strong></p><p><br></p><p>Each of the columns in the quotes and orders module can also be used to filter results. This can be used to only show quotes/order for a particular date, user, created by agent etc.&nbsp;</p><p><br></p><p>To do this over over the column title and select the funnel. Once selected you can type in the value you would like to filter by.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMWIzNzk3LTdhOTMtNGI4OC1iYWUxLWQxMzI1Mjc4MzExYyJ9.RjMj0_r42zDmW2qBcO1M6-kSWHW1YGgyLz1t3y39jx8" class="fr-fic fr-fil fr-dib" width="370" style="width: 372px; height: 199.398px;" height="199"></p><p><strong><span style="font-size: 10pt;">Fig 5. Filter by columns</span></strong></p><p><br></p><p>Columns can also be sorted by double clicking on the column title.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Customise column layout under the purchase order area</span></strong></p><p>The columns that appear when previewing purchase orders in the purchase orders area can be customised.</p><p><br></p><p>To do this hover over the three dots in the top right of the page when viewing purchase orders, select &#39;Edit Columns&#39;, now you will be given the option to create/select a new column profile to use. If making a new column profile give this a name and in the &#39;columns&#39; section of the configuration page add in the purchase order fields that you would like to be visible, see figure 6 for an example.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiY2JmNjBjLTRmNmUtNDJiMi1hNGI2LTgzNjcxY2Q1OGZlMyJ9.jTBHM-zVuNOvQgkbl31UkWRmfwkznGwXNrvz66GWQCA" class="fr-fic fr-fil fr-dib" width="553" style="width: 555px; height: 827.538px;" height="828"></p><p><strong><span style="font-size: 10pt;">Fig 6. New column profile for purchase orders</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1YzBkMGMwLWVlN2MtNDU2My1hYzliLTlkYjc3NTg4N2EwYSJ9.4Bw9WsZ7JxQCTIF_PONbGAaHRRrb8Tgiz_eaW1zsR5Q" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 287.334px;" height="287"></p><p><strong><span style="font-size: 10pt;">Fig 7. Purchase order area with example column profile applied</span></strong></p>

<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; 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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><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><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>- Applying templates to products</strong></p><p><strong>- Adding additional sales order lines to a project</strong></p><p><strong>- Adding milestones to projects</strong></p><p><strong>- Adding budgets to projects</strong></p><p><strong>- Linking Purchase orders to Projects</strong></p><p><br></p><p><br></p><p>In this example, we will look at how Projects can be raised directly from Sales Orders.</p><p>The mechanism behind this functionality relies on Ticket/Project templates to be created, so it is worth checking the &#39;Creating a Project Template&#39; Worked Example in this course (if you haven&#39;t already).</p><p><br></p><p><strong><span style="font-size: 14pt;">Applying Templates to Products</span></strong></p><p>Once you have created your Project template (Ticket that is a project with project hierarchy set to &quot;Project&quot;), you will want to create a Product and link the template to the Product in question.</p><p><br></p><p>This is achieved via selecting the relevant &#39;Project Template&#39; in the dropdown present on the Product details tab:</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5ZTQxNDU1LWI4MjEtNDdlZi1hOWJmLTJkYTMyZmRiZDRjNyJ9.ttydTRFeE2KCbTciUBfXywY8WPh5KijKVmlybYOY7vI" class="fr-fic fr-fil fr-dib" width="947" height="612"></p><p><strong><span style="font-size: 10pt;">Fig 1. Project Template option present on Product Details</span></strong></p><p><br></p><p><strong><em>Note: Ensure the setting &#39;consignable&#39; against the product is set to &#39;no&#39;, otherwise a project cannot be created from it.&nbsp;</em></strong><em><br></em></p><p><br></p><p>Once you have selected the respective template against your product, you will find an option against Sales Order Lines (using this Product) to create the Project:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1NGNhOGRmLTFiMmItNDFiOS04NWM5LTdmZTdlN2MxZmU1OSJ9.GY41_hwsno4NjNwpfFKy7kkQCe-YhbWjpwaWU6bpCBk" class="fr-fic fr-fil fr-dib" width="1254" height="195"></p><p><strong><span style="font-size: 10pt;">Fig 2. &#39;Create Project&#39; option against Product lines linked to Project Templates</span></strong></p><p><br></p><p><strong><em>Note: If the Sales Order is linked to a Ticket/Opportunity, then the Project will be created as a child of the Ticket/Opportunity in question. The Sales Order will also be linked to the Project.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding additional Sales Order lines to a Project</span></strong></p><p>Once you have created the project from a sales order line, you can add additional sales order lines to this project, even if the products are not associated to a project template. Useful when issuing hardware for the project.&nbsp;</p><p><br></p><p>To be able to do this first head to Configuration &gt; Sales Orders and set the setting &#39;Projects to show when linking Sales Order lines&#39; to be &#39;Show All of the customer Projects and Tasks&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMzRhZGY4LTkwMjktNDdhZC1hYjE5LTVmYTI1MzA2MDhhYyJ9.blKanMFZNVdRRROF0eMzrGHSJG4BWCS_eMTuV15MvmE" class="fr-fic fr-fil fr-dib" width="492" style="width: 494px; height: 318.007px;" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 3. Projects to show when linking Sales Order lines</span></strong></p><p><br></p><p>Now, against the sales order line you will see the button &#39;Add to Project&#39; when used you will be prompted to select the project you would like this line added to. Once added the product will be visible under the project&#39;s &#39;products&#39; tab.&nbsp;</p><p><br></p><p>You can also use this functionality to add a budget to a project.&nbsp;</p><p id="isPasted"><br></p><p>When adding sales order lines to existing projects you will be able to add lines to any tickets linked to (created from) the sales order.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Milestones to projects from a Sales Order</span></strong></p><p>If you have applied a project template to a product this will create a project in line with the template. To have milestones be created against the project on creation this can be done using the template.&nbsp;</p><p><br></p><p>First you will need to ensure the ticket type that the template is creating (project) has milestones enabled. This can be found under the Settings tab of the ticket type.&nbsp;</p><p><br></p><p>Now under the ticket template for the project you will see the &#39;Milestones&#39; tab. Here you can create milestones that will be made under the project on creation, each milestone will need to be associated with a child ticket template.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjNWM5OTIzLWEzMWItNDI0My1iMWY0LWRjNjJjMDNkZjBiZCJ9.3q2jLvRvDAp-Bd4TiHjpb6NFvkMrxQB6vMZQECa88qI" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 302.892px;" height="303"></p><p><strong><span style="font-size: 10pt;">Fig 4. Applying Milestones to ticket template&nbsp;</span></strong></p><p><br></p><p>If you are then adding additional sales order lines onto this project the milestones will be matched using their name. For example, we add another sales order line to the project, and this sales order has a project template assigned to it (with milestones on). If the names of the milestones on the template match the existing milestones on the project the child templates associated with the milestones will merge with the existing milestones. Both the child template and the dependencies will be added to the existing milestone. If the names do not match a new milestone will be made and added to the project.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Budgets to Projects</span></strong></p><p>You can also add budgets to Projects directly from Sales Orders. The intention of this function is to map the hours sold to the budgeted hours on the subsequently created Project.</p><p><br></p><p>Budgets can be linked to Products via the details tab for a product in question:</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwNGQ3YWY2LTkxZTctNDI2ZC04N2U2LWY3ZmYyODg2YzY0NyJ9.HlMjylsR8PMgSP7c7x6GQ9pG4iRAXzghaI0JjEPPMrw" class="fr-fic fr-fil fr-dib" width="698" height="448"></p><p><strong><span style="font-size: 10pt;">Fig 5. Budget Type option within Product details</span></strong></p><p><br></p><p>By setting a Budget Type against a Product, you will find an &#39;Add Budget to Project&#39; option against SO lines using this Product, after the Project has been created from the Sales Order:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzZDY4MDdmLTE4YzUtNGMyNC04MmJhLTQ3OTgxNjc1M2VkYyJ9.i23OHK2RPx1NbPV2w0ajyOIIhwFahg8uhZvJC5z80-E" class="fr-fic fr-fil fr-dib" width="1230" height="134"></p><p><strong><span style="font-size: 10pt;">Fig 6. &#39;Add Budget to Project&#39; option against Sales Order lines (linked to a Budget Type)</span></strong></p><p><br></p><p>Clicking this will add the linked budget to the Project. The budget hours will be inherited from the Sales Order.</p><p><br></p><p>You can choose which projects that the line item can be put against, this can be set in the configuration (Configuration &gt; Sales Orders):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiOTJhMzUzLTliZjgtNGEwZC04MDIxLTU4MmQ4ZDQwNzdmNyJ9.ymhxacrMiqjc1KAz7bPzBxv13Zz972bFPag2k9quZW0" class="fr-fic fr-fil fr-dib" width="378" height="124"></p><p><strong><span style="font-size: 10pt;">Fig 7. Project Visibility When Linking Products to a Project</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Linking Purchase orders to Projects</span></strong></p><p><span style="font-size: 11pt;">You can enable the ability to link purchase orders raised for products associated with the project to the project ticket. This allows the project ticket to automatically be updated when these products are received/the purchase order has been fulfilled.&nbsp;</span></p><p><br></p><p><span style="font-size: 10pt;"><em><strong>Note: This functionality is only compatible with projects that have been created from sales orders</strong></em></span></p><p><br></p><p><span style="font-size: 11pt;">To enable this functionality head to configuration &gt; sales orders and enable &#39;Link Purchase Orders created via line Actions to the Project on the line&#39;.&nbsp;</span></p><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NWY1Y2ZjLWUxMzUtNDY4Zi1iMTJkLTI3OTFhODUyYWQ3NSJ9.HQ5KwiA9fsdO_ldHB3kEnBm_5LC92OlEzj4a9cfwdSI" class="fr-fic fr-fil fr-dib" width="701" style="width: 703px; height: 319.21px;" height="319"></span></p><p><strong>Fig 8. Setting to allow purchase orders to be linked to project tickets</strong></p><p><br></p><p>Now this is enabled let&#39;s walk through how this works.&nbsp;</p><p><br></p><p>In the figure 9 example a sales order has been raised to complete an infrastructure upgrade project. The project ticket has already been created from this sales order. As part of the project some ethernet cables will need to be ordered so I have added these to my sales order.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhNzRlOGY5LTJiNmMtNGU1NS1hNTA4LTZmNjQ2OGViNTE1MiJ9.tiAt6Fre8s8eGxQPoEANJ-nFV7VTtCl67BIt4wZTAdg" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 590.874px;" height="591"></p><p><strong>Fig 9. Sales order containing project items</strong></p><p><br></p><p><br></p><p>Before a PO is raised for the cables they first need to be added to the project using the &#39;add to project and create child&#39; action.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMjg3Mjc1LWI3NWQtNDAxOC04YzU0LWNmZTk3YWUzMDcxNiJ9.CFDyTam9Rw9aHGNaC2rhQ3VGM_7jd4KcmDom8I6yS24" class="fr-fic fr-fil fr-dib" width="576" style="width: 578px; height: 295.21px;" height="295"></p><p><strong>Fig 10. Add items to project&nbsp;</strong></p><p><br></p><p><br></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Once added, these items will appear in the project ticket under the &#39;Products&#39; tab.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">Now, when I raise a PO for these items (from the sales order), a link to the purchase order will become available in the project ticket (under the ticket details).&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2NjkyNDdhLTFjY2UtNGY0ZC05MDg0LWMzYWM0YjU1MDA4MCJ9.HCSbNEY3stq-IQXU76vZtacc509xLGzPH2qrjOyjgeU" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 547.46px;" height="547"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Link to PO from ticket</span></strong></p><p><strong><br></strong></p><p>Now this link is established, when the PO has been fulfilled (all items have been consigned) the project ticket will be updated.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3Mzk3YzhkLTg1MTctNDg5NS1hMjBhLTc0NmVjM2QwYzRhNyJ9.ekYifK1Wl1rcJoyDUTjEKhQS2VmN0VsPP-NjGWO7MCo" class="fr-fic fr-fil fr-dib" width="971" style="width: 973px; height: 457.617px;" height="458"></strong></p><p><strong><span style="font-size: 10pt;">Fig 12. Ticket updated following Po fulfilment</span></strong></p><p><br></p><p>This allows you to leave the ticket on SLA hold until the products you need have been received. Automatically updating the ticket for you without you having to check the purchase order.</p><p><strong><br></strong></p><p><strong><em>Note: &nbsp;The ticket will only be updated when all the items on the PO have been received. Therefore it is best to raise a PO specific to the project to ensure the project ticket is updated once all the items needed have been received.&nbsp;</em></strong></p>

<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><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>- Adding the Roadmaps Option to the Self-Service Portal</strong></p><p><strong>- Enabling Roadmap Columns&nbsp;</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><strong><br></strong></p><p>You can show your upcoming changes on the Self-Service Portal via the inclusion of the &#39;Roadmaps&#39; menu option. This will show Tickets of ITIL type &#39;Change Request&#39; in a Kanban format, based on their Target Date.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding the Roadmaps Option to the Self Service Portal</span></strong></p><p>Head to Configuration &gt; Self Service Portal and add the &#39;Roadmaps&#39; menu button:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4MjdlOGY3LTFjM2EtNDllOC1iYzgzLTJkZWMzN2E2MDAwZiJ9.QW7FOVwte4FI-FbihSc-UNNKtEY1y-GOQo1TbyAgG_U" class="fr-fic fr-fil fr-dib" width="718" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 1. Adding the Roadmaps option to the Self-Service Portal</span></strong></p><p><br></p><h6><strong><span style="font-size: 14pt;">Enabling Roadmap Columns&nbsp;</span></strong></h6><p>In Configuration &gt; Tickets &gt; Change Management, enable &#39;Show the Change Management tab on the Ticket Details screen for Change Requests&#39;. This will dynamically present a series of Change Management fields, including &#39;Show the &quot;Roadmap&quot; Fields&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NmU2M2EyLTY4MDMtNDdiZi04MGZhLWEyOWM2NjRjNzIyMSJ9.4NuFCy1H2RjXlV1bx7K96aZQINMDcSpzEfasnfOBeFY" class="fr-fic fr-fil fr-dib" width="625" height="741"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling Change Management Fields</span></strong></p><p><br></p><p>Following this, you will find a &#39;Change Management&#39; tab appear on Tickets of ITIL Type &#39;Change Request&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmZTU0Mzg2LWNhNDctNDlmMS05ZDUyLWYyNGE5ODE3ZjQzYyJ9.Pz_KwdluwT5fLzg6ubMk0lcmzNpB6UcKE1FCp_ysMRc" class="fr-fic fr-fil fr-dib" width="638" height="684"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuration &gt; Tickets &gt; Ticket Types - Setting the ITIL Type for a Ticket Type</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNzExMmZhLTk1ZjUtNGU1NC1hMWEzLTYxOWU3MDhlYmFkMCJ9.xUBZ0rUtSB0319mrHZjPWwr7rDGc0BqLSgxkIwldgog" class="fr-fic fr-fil fr-dib" width="363" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 4. The Change Management Tab, present on Tickets of ITIL Type &#39;Change Request&#39;&nbsp;</span></strong></p><p><br></p><p>By enabling &#39;Show on Roadmap&#39; (<strong>Fig 4</strong>), this Change Ticket will be presented via the Roadmap Kanban:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZjUwNTk4LTAzM2EtNDVlNi05OTAxLTI2YzdkMjU4NDMxZCJ9.95QTOH6CSjImqLZqdNr7zqRhxMqEoDU--UqQT0zCie8" class="fr-fic fr-fil fr-dib" width="818" height="203"></p><p><strong><span style="font-size: 10pt;">Fig 5. The Roadmap (as seen from the Self-Service Portal)&nbsp;</span></strong></p><p><br></p><p>The column these Tickets display in is based on the Target Date added to the Ticket in question, where:</p><p><br></p><ol><li>In Progress would show Tickets with a Target Date within the next 3 Months.</li><li>Up Next would show Tickets with a Target Date within the next 9 Months.</li><li>Future would show Tickets with a Target Date after 9 months from now.</li></ol><p><strong><span style="font-size: 14pt;">Using Statuses for the Roadmap&nbsp;</span></strong></p><p>As an alternative to grouping change requests by columns, they can be grouped by their ticket status instead.</p><p><br></p><p>To do this head to configuration &gt; self service portal &gt; edit the &#39;Roadmap&#39; button and disable &#39;Use Roadmap Columns Instead Of Statuses For The Roadmap&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMzJiNjkxLTI5MzQtNDk3Yy04NDY5LTdmNDZlMmY4ODc3MyJ9.D6ND4IbTxqnt4BfbNgh6rS431ymp-kAhL3LyDw0mDEk" class="fr-fic fr-fil fr-dib" width="555" height="692"></p><p><strong><span style="font-size: 10pt;">Fig 6. Use Roadmap Columns Instead Of Statuses For The Roadmap setting</span></strong></p><p><br></p><p>Now change request tickets will be grouped in the portal based on the status of the ticket rather than their target time (excluding the closed status). This is useful if you would like to provide users more detail on the status of the change.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Change Calendar</strong></span></p><p>The change calendar can also be used to display upcoming changes to users in the portal. This provides a more date-specific view of upcoming changes, allowing users to see the exact dates changes are scheduled to take place. The change calendar will show all tickets that have the ITIL ticket type &#39;Change Request&#39;, the start date and target date fields on the ticket will determine the dates the ticket appears on the calendar for.&nbsp;</p><p><br></p><p>To enable the change calendar for the portal head to configuration &gt; tickets &gt; change management, enable &#39;Publish the change calendar to the Self-Service Portal&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxOTJkNTA5LTUxNmEtNDFhMi04NjlkLWE2OGNmNDI5NDUwNyJ9.AxS_T3ce7Yvs3617RywCsc3Pfc8RQ_uEtOjmxYyQAWA" class="fr-fic fr-fil fr-dib" width="751" height="535"></p><p><strong>Fig 7. Publish the change calendar to the Self-Service Portal setting</strong></p><p><br></p><p>Once enabled you will see a setting to determine the &#39;Change Calendar Visibility&#39;, the option selected here will determine what change tickets appear on the calendar for the logged in user.&nbsp;</p><p><strong>Show all changes to all users&nbsp;</strong>- All users will be able to see all change requests, regardless of who the end user of the ticket is</p><p><strong>Show changes for the logged-in users client only</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them.</p><p><strong>Show changes for the logged-in users client and services they have access to</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see request tickets linked to a service they also have access to.&nbsp;</p><p><strong>Show changes for the logged-in users client and their subscribed services</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see requests linked to services they are subscribed to.&nbsp;</p><p><br></p><p>Once this setting in enabled you can add a button to the portal for users to access the change management calendar, head to configuration &gt; self service portal &gt; add the menu button &#39;Change calendar&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllODAwNTc2LTRiOTUtNDY2YS1iYjFlLWZjMGJlOTUxYTM4OCJ9.CgI4E_aK8i6k1tvQQrdl275ZvwFU6zjykzrH06dbeT0" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 461.604px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 8. Add change calendar button to portal</span></strong></p><p><br></p><p>Now users will be able to navigate to and see the change calendar in the portal.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1NDBlNDJjLTJmYTEtNGE2Mi1iNDBlLTZlZDJiMGQ5YzkwNSJ9.a65-n10Jt-xDI4hu01lU04SR4xXARC0ZN6RcLfFJVTI" class="fr-fic fr-fil fr-dib" width="1543" style="width: 1545px; height: 584.57px;" height="585"></p><p><strong><span style="font-size: 10pt;">Fig 9. Change calendar in the portal</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting how change requests appear in the calendar</span></strong></p><p>Tickets must meet two criteria in order to appear on the change calendar:&nbsp;</p><ul><li>The ticket type must have ITIL ticket type &#39;change request&#39;&nbsp;</li><li>The &#39;Start date&#39; and &#39;Target date&#39; field must be completed</li></ul><p><br></p><p>The dates the change spans on the calendar will be taken from the the &#39;Start date&#39; and &#39;Target date&#39; fields on the change request ticket.&nbsp;</p><p><br></p><p>Change Freeze periods will also appear on the change calendar (in Grey).</p><p><br></p><p>To have only change requests that have been approved appear on the calendar enable &#39;Only show changes that have been approved on the Change Calendar&#39; in configuration &gt; tickets &gt; change management. This will ensure the ticket must have completed an approval process and been approved before it will show on the calendar. This ensures only requests that are actually taking place will appear on the calendar.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Viewing change request tickets from the calendar</span></strong></p><p>Users can select an entry in the change calendar to view the change request ticket for that change. If you would not like users to be able to view the associated ticket disable &#39;Allow all Users to access Tickets shown on the change calendar&#39; in configuration &gt; tickets &gt; change management.&nbsp;</p><p><br></p><p>For more information on the change calendar (agent use) see our <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1926/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Change Management article</strong></a>.&nbsp;</p><p><br></p>

<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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Shopify Integration?</strong></p><p><strong>- Enabling the Module</strong></p><p><strong>- Generating a Shopify Access Token (Legacy)</strong></p><p><strong>- Connecting Shopify using the Dev Dashboard (v2.234+)</strong></p><p><strong>- Connecting Shopify in Halo</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Shopify Integration?<br></span></strong></p><p>The Shopify integration will allow you to import your Shopify Customers as Contacts or Customers in Halo. You can also import their Orders for contextual information on Tickets related to that Contact.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Module</span></strong></p><p>In Halo head to Configuration &gt; Integrations, and hover over the Shopify button. Click the plus (+) icon to enable the Module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkODI0ZDJhLTFmMTgtNDlmYS05ZTE1LTM2NjY1ZTFhOTQyMCJ9.6OtWoaloC6LraLY1884Z_dOVhwFRIXDQM5zTWBkJBkU" class="fr-fic fr-fil fr-dib" width="429" height="202"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Enabling the Module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Generating a Shopify Access Token (Legacy)</span></strong></p><p>Go to your Shopify admin centre for the Shop you wish to connect to Halo. On the left, click Apps &gt; App and Sales Channel Settings.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YWFkNDdhLTM3MjItNGRjYi04NGYxLWVhOWIzZDFmNThhNyJ9.OLGi1nSqdm0TY3X2YJNgZsEsJWw6jZ50JqQso83AuRM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 448.104px;" height="448"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Shopify settings</span></strong></p><p><br></p><p>Click Develop Apps. You may have to allow Custom App Development on the next screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiNWE0NzIxLWFlZWItNDBlNC1hYjE2LWIxNDU0M2YzYmE0NCJ9.GBRxpkr13psPoTgqjMuJfeyPF_K-oVIqRkEq08ZvwBs" class="fr-fic fr-fil fr-dib" width="926" style="width: 928px; height: 438.115px;" height="438"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Shopify Apps.</span></strong></p><p><br></p><p>Click Create an App, give the App a name, for example &quot;Halo&quot; and click Create App.</p><p><br></p><p>In the Overview tab, click Configure Admin API Scopes.</p><p><br></p><p>Add the read_customers and read_orders scope and then click save.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4NTY2YTIyLWI4M2MtNDdkYy1iZGJjLTBkN2MxZTk5YzlhYiJ9.jmOmTRNTSZB-dhCk6ev3Oww8CCfd6WHjBHaeP_FiMOA" class="fr-fic fr-fil fr-dib" width="919" height="993"></p><p><strong><span style="font-size: 10pt;">Fig 4. API configuration</span></strong></p><p><br></p><p>In the API Credentials tab, click Install App. You will now be able to reveal a Admin API access token. This will need to be inputted into the Halo configuration page so copy this.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZTEzNzliLWRhMDUtNGFlNC1hZTg1LTkyZTYzYzM0Yzc5MSJ9.of7BcV5qau_6mUVJ6M_WMdNauKXG7ve5vDvZUWp0CGU" class="fr-fic fr-fil fr-dib" width="917" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 5. Generating an access token</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Connecting Shopify using the Dev Dashboard (v2.234+)</span></strong></p><p data-pasted="true">As of 2026, New Apps will need to be created using the &quot;Build apps in Dev Dashboard&quot; option in Shopify.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MzBmZjU4LTI4MmQtNDkwZi1hNDMyLTQ0OGQ3YTM0Mjk4YiJ9.KD9pIG1yeTQ22_vHzvFWLnXkDlZHAg7f6ryLF0X9YsY" width="864" style="width: 866px; height: 508.787px;" height="509" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Dev Dashboard apps</span></strong></p><p><br></p><p>Create a new app, set a name and click create. Next set a placeholder in the App URL.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNWI4ODUwLWU4NTItNDM2YS05Nzg3LTMzZjk5MTI5NTkyNCJ9.jXsadOUnqpVtpbNOSUzgATo6asz3bArCgFvNN_qq5SQ" class="fr-fic fr-fil fr-dib" width="752" height="704"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Dev Dashboard app creation&nbsp;</span></strong></p><p><br></p><p>Add the scopes read_customers, and read_orders, then add these scopes to the Access field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ZDU5NTEwLWUxNjMtNDBiZi05NGNkLWMyZDE2ZGU0YzU2ZSJ9.W23dvkZSwIrY8-fVSwZSHaHXwizpRUKPZPGk1ibMBRY" class="fr-fic fr-fil fr-dib" width="802" height="391"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8a. Adding read_customer scopes</span></strong></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlNjYyODA4LWU0OWItNDNjNS04NGE0LTBlNzJkYWQzYTQwNSJ9.ytUpQM3lZxvZ8gJchregzG4ulSp7XSvAVMraNv8QpRU" class="fr-fic fr-fil fr-dib" width="821" height="506"></strong><strong><span style="font-size: 10pt;">Fig 8a. Adding read_orders scopes</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0ZWY2NWJkLTE3ZDctNGNlMC04NjFlLWZkOTg4NzE1MDM5NCJ9.FCiLP7ozYO1nYMmNIa_X9Y8An2KhC0kDBwVP5FNd9-s" class="fr-fic fr-fil fr-dib" width="770" height="235"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Adding scopes</span></strong></p><p><br></p><p>Now you can click &quot;Release&quot;.</p><p><br></p><p>Now within your new app click on the Settings section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NThiOWUxLWZkYmQtNGMwOC05MjliLTQxMTAwYTVlYmU2MyJ9.5amn5cAUIF2Wd_fBXmmln4z46NSO3-A0Af7bbV7RKrc" class="fr-fic fr-fil fr-dib" width="288" height="208"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Finding credentials&nbsp;</span></strong></p><p><br></p><p>Here you will find the credentials needed to connect to Halo.</p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting Shopify in Halo</span></strong></p><p>In Halo, navigate to Configuration &gt; Integrations &gt; Shopify and click Add/Edit Shopify Shop and click New.</p><p><br></p><p>From v2.234+, you will need to specify the Authentication Method. Any newly created apps will need to be created using the Dev Dashboard app, and will need to have this option selected here. All existing stores will keep the Legacy custom app option.</p><p><br></p><p>Enter your Shopify store name. For example, if your myshopify URL is &quot;halo.myshopify.com&quot;, enter &quot;halo&quot;. Enter the Admin API access token (if using the Legacy Custom app), or Client Credentials (Dev Dashboard app) and check the box to enable the connection, then press save.</p><p><br></p><p>You should now be able to import Customers and their Orders. Complete any other configuration in Halo such as field mappings for Customer imports.<br><br>Please note that it may take a while to load the import screens if you have lots of Customers and Orders.</p><p><br></p><p><strong><em>Note: If you are working in an instance of Halo that is on version 2.230.1 or later, you can choose to also import the lines/products that make up the order by enabling the &quot;Import line items&quot; checkbox in the Order Imports section of the integration. These lines will show under the relevant order within the E-commerce Orders area and will be held in the EcommerceOrderLine table in the database for reporting purposes.&nbsp;</em></strong></p>

<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><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 the SentinelOne integration?</strong></p><p><strong>- How to connect to SentinelOne</strong></p><p><strong>- Import customers from SentinelOne</strong></p><p><strong>- Import Endpoints (Assets) from SentinelOne</strong></p><p><strong>- Syncing alerts&nbsp;</strong></p><p><strong>- Outbound Request tab</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the SentinelOne Integration?</span></strong></p><p>The SentinelOne integration allows you to import customers, sites and endpoints (assets) from SentinelOne into Halo. Alerting is also supported, alerts and threats in SentinelOne can create tickets in Halo, alerts/threats can be updated from Halo and when the respective ticket is closed in Halo this will then resolve the alert in SentinelOne.&nbsp;</p><p><br></p><p>This integration is multi-tenanted, allowing you to connect multiple SentinelOne instances to a single Halo instance.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to connect to SentinelOne</span></strong></p><p>First head to configuration &gt; integrations, and enable the SentinelOne integration module. Once enabled click into the integration module and create a new tenant to begin configuring the connection.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NGNhODYzLWUxMjQtNDdmMy1hZWFlLTc1ZWY2M2U4N2UzMCJ9.fN7H8PGSZbOcBQppa4nFLA-JKqo5fYBufCSOQwXXNn8" class="fr-fic fr-fil fr-dib" width="291" height="144"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable integration module</span></strong></p><p><br></p><p>Under the details tab you will need to enter the URL of your SentinelOne instance along with an API Token.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzZWZhMzc2LTE2ZTItNGZhYy1hZTdlLWI0MjE2MjRhNzVkYiJ9.BjcSRtwshg3oJXtuPCJFRKnLSJJivUG46Ko8pWt04-U" class="fr-fic fr-fil fr-dib" width="902" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 2. Connection details for SentinelOne</span></strong></p><p><br></p><p>The URL will be the URL you use to access your SentinelOne instance.</p><p><br></p><p>There are two ways an API token can be generated in SentinelOne, either from a console user account or a service user account.</p><p><br></p><p>If you are generating the token from a console user account the token will expire after 31 days, this means a new token will need to be generated (and updated in Halo) every 30 days. Regenerating the API token every 30 days is recommended for security purposes.&nbsp;</p><p><br></p><p>The token can also be generated from a service user account, when generating this way you can choose the lifetime of the token so it does not need to be re-generated as often. To do this you will need to create a new service user in SentinelOne.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Generate API token from console User</span></strong></p><p>Head into your SentinelOne management console &gt; select your user profile in the top right &gt; actions &gt; API Token Operations &gt; select &#39;Generate API token&#39; copy this token to a clipboard. If you have previously generated a token the button will be titled &#39;Regenerate API token&#39;. Navigate back to Halo and paste the token into the &#39;API Token&#39; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxNjI2NWFlLTEzNGUtNDUwMC1hMzdkLTk1ZTRmZjUyZjhkOSJ9.Vzoepuh4exrUAEFJ0hM2FfMRncSf3RGLMdkR6Z9K_hQ" class="fr-fic fr-fil fr-dib" width="738" style="width: 740px; height: 509.479px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 3. Generate API token from console user</span></strong></p><p><br></p><p><strong><em>Note: The user logged in and generating the token must have Admin-level access.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Generate API token from service User</span></strong></p><p>Head into your SentinelOne management console &gt; Settings &gt; Users &gt; Service users &gt; Actions &gt; Create New Service User.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMDRjZWM2LTU5NWUtNGJlMy1iMWU2LWM3MjEwOGVkMDRmNyJ9.euaWrDzOBLuk5BuQSCfJJc2to1vb8UcKS6XLR8T095s" class="fr-fic fr-fil fr-dib" width="965" style="width: 967px; height: 567.1px;" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 4. Create new service user in SentinelOne</span></strong></p><p><br></p><p>When creating the service user you can set the expiry date of the user, this will determine when the token generated from this user will expire.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0ODQzYjE5LTk4NjEtNGU3MC1hYTRjLWI3NmUwMzkzNTc4MyJ9.-qYq0filJpWT4mrtWPWZ6JXs8gAK_pSWGBtd-AgEFPg" class="fr-fic fr-fil fr-dib" width="568" style="width: 570px; height: 548.826px;" height="549"></p><p><strong><span style="font-size: 10pt;">Fig 5. Create new service user in SentinelOne</span></strong></p><p><br></p><p>The service user will need &#39;Account&#39; scope of access and you will need to assign the user a role that has access to view all your endpoints, agents and accounts as well as create/edit/resolve alerts.&nbsp;</p><p><br></p><p><strong><em>Note: The permissions of the service user will be given to Halo therefore if the service user does not have permission to view certain endpoints Halo will not be able to import these endpoints as assets.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyM2UxMzdkLTU3ZTQtNDE5NS04NDdkLWQ3MTdiNWQyNjAxMCJ9.-ZVhVVfENAIOf9fM7BHknUpxpobGqMrdDS2EezbXAEY" class="fr-fic fr-fil fr-dib" width="479" style="width: 481px; height: 631.529px;" height="632"></p><p><strong><span style="font-size: 10pt;">Fig 6. Scope of access for service user</span></strong></p><p><br></p><p>Once you have given the service user the correct access hit &#39;Create User&#39;, a pop-up window will now appear containing the API token for the user. Copy and paste this token into Halo.&nbsp;</p><p><br></p><p>Once the details are entered save these, the &#39;Test Configuration&#39; button can be used to confirm you have connected successfully.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Import/Map Customers from SentinelOne</span></strong></p><p>SentinelOne accounts or sites can be mapped to Halo customers, this allows assets to be assigned to the correct customer/site in Halo when imported. This also allows for alerts/threats to be assigned to the respective customer/site when a ticket is created for the alert/threat in Halo. This also allows for changes to accounts in SentinelOne to be synced to Halo and update the mapped customer. Customer updates/syncing will only occur when sites/customers are imported manually using the &#39;Import Customers&#39; and &#39;Import Sites&#39; buttons under the &#39;Customers&#39; tab.&nbsp;</p><p><br></p><p>The option to map SentinelOne sites to a Halo customer is available. Mappings can be done in this way when your SentinelOne instance is organised so that each customer is represented by a &#39;site&#39; in SentinelOne. With each site under a single customer.&nbsp;</p><p><br></p><p id="isPasted">To create customer mappings head to the &#39;Customers&#39; tab, here you will see the customer and site mappings table.</p><p><br></p><p>First you will need to choose the &#39;Customer/Site Matching Method&#39;</p><ul><li><strong>SentinelOne Account to Halo Customer</strong> - Use this method when you have a SentinelOne account per customer.&nbsp;</li><li><strong>SentinelOne Site to Halo Customer&nbsp;</strong>- Use this method when you have a single SentinelOne account that contains a site for each customer.&nbsp;</li></ul><p><strong><em>Note: &nbsp;When using the &#39;SentinelOne Site to Halo Customer&#39; method, when assets get imported, they will be created under the main site of the customer in Halo the SentinelOne site is mapped to. You will not be able to choose which Halo site they are created under.&nbsp;</em></strong></p><p><br></p><p>If you already have customers and sites setup in your Halo instance you will need to map each SentinelOne account/site to their respective Halo customer/site.</p><p><br></p><p>If you do not have your customers/sites setup in Halo you can import them from SentinelOne using the &#39;Import Customers&#39; and &#39;Import Sites&#39; buttons, customers must be imported before sites. When a customer/site has been imported they will automatically be added to the mappings table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExZDQ2NmY2LTljZDctNGU5Yy1iNjM3LTI4M2NkYWQ5ODdmMiJ9.zYSUIYTr17ev3fMlXJXUpICPMZOF8sOVq0HHXnf2mKw" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 543.191px;" height="543"></p><p><strong><span style="font-size: 10pt;">Fig 7. Import customers</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Import Endpoints&nbsp;(Assets)</span></strong></p><p>Endpoints from SentinelOne can be imported into Halo as assets. Head to the &#39;Assets&#39; tab to begin configuring the import.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4OGE1NjNmLTdiNzYtNDgxOC1hYTgwLTc1N2FlNjBmNjFjNiJ9.xywFgnBdAprqENGCjzhfwxd9eVadXOGswU8Peg9-n-w" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 696.31px;" height="696"></p><p><strong><span style="font-size: 10pt;">Fig 8. Asset import configuration</span></strong></p><p><br></p><p id="isPasted"><strong>Asset matching Field</strong> - Here you can set which field is used to match assets in SentinelOne to assets in Halo. The asset unique identifier field should be selected here.&nbsp;</p><p><strong>Default Site</strong> - Here you will need to set the site Assets will be created under if they cannot be matched to a Halo site.&nbsp;</p><p><br></p><p>The site the asset is imported to will be determined on the customer/site mappings configured earlier. The site the endpoint is assigned to in SentinelOne will be checked, if there is a mapping for this site the asset will be created under the mapped Halo site. If no mapping exists the asset will be created under the chosen default site.&nbsp;</p><p id="isPasted"><br></p><p><strong>Don&#39;t update the asset site for existing or matched assets</strong> - When this setting is enabled assets will be imported to a site in line with the site mappings, but after the initial import their site will not change. This allows you to change the endpoint site in SentinelOne without this changing the site of the asset in Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Fields</span></strong></p><p>Mappings can be configured to ensure data from SentinelOne fields are imported into a chosen Halo field. Create a mapping by adding to the &#39;Field mappings&#39; table.&nbsp;</p><p><br></p><p><strong>Field Type</strong> - This will be the type of Halo field the data will be imported into. See our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1785/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a> if you are unsure on the difference between asset fields and custom fields in Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmNmJkZmI1LTBkYjAtNDdlMy1iNjRjLTVhZWU0M2UwYjMwYyJ9.R2u3recTZ2TR_e5VpxxX2w_R7ZCEEuuan2FH7yOO0Dg" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 508.815px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 9. Asset field mappings</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Determine an Asset&#39;s type</span></strong></p><p>When assets are imported from SentinelOne a new asset in Halo will be created, as SentinelOne does not have a concept of &#39;asset types&#39; we will need to configure how the type of new assets created from SentinelOne are determined. This is done using the &#39;Determining an Asset&#39;s type&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YmY1NDY1LWMxNzYtNDVjMy04OTBlLTdjYTc4ZmY2OGY5OSJ9.H624YfNUiPKQHD-W6NmKfwcOUnyUUhic5pLzqjplK58" class="fr-fic fr-fil fr-dib" width="460" style="width: 462px; height: 196.778px;" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 10. &nbsp;&#39;Determining an Asset&#39;s type&#39; field</span></strong></p><p><br></p><p><strong>Use the same type for all Assets</strong></p><p>If you would like all imported assets to have the same asset type when imported set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;use the same type for all Assets&#39; then set the &#39;Default Asset Type&#39; field to be the asset type you would like assets from SentinelOne to be. In the figure 11 example all assets will be created as &#39;Application service&#39; asset types.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzOWM5NjU0LTdiM2EtNDRjYi05Y2Y1LTFlNjM1MDZhZTk5ZiJ9.Gkm_MJ0EfBO7H4OHcuOmkpaVbgQg0oY4gY-6V3_jz0U" class="fr-fic fr-fil fr-dib" width="1120" style="width: 1122px; height: 515.357px;" height="515"></p><p><strong><span style="font-size: 10pt;">Fig 11. Use the same time for all assets example</span></strong></p><p><br></p><p><strong>Use a field to determine each Asset&#39;s type</strong></p><p>If you would like all imported assets&#39; types to be determined by a particular field, set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Use a field to determine each Asset&#39;s type&#39;. This setting is used if you have a field in SentinelOne that already determines an asset&#39;s type and you would like the types to be consistent between Halo and SentinelOne. Then in &#39;Field for determining an Asset&#39;s type&#39; choose the field you would like the type to depend on. The field you choose must contain the name of the desired asset type, if this name can be matched to an existing asset type in Halo, it will be assigned this asset type. If the name is not the same as an asset type in Halo, a new asset type will be created. Note that the names must be identical in order to match. You will still need to populate the default asset type and group fields as assets that do not have the selected field populated will be imported as the default asset type. New asset types created by SentinelOne will be created under the default asset group.&nbsp;</p><p><br></p><p>In the figure 12 example new assets will be assigned to an asset type in Halo based on their &#39;machineType&#39; field. If the data in the machineType field matches the name of an asset type in Halo this asset will be created under the matched asset type. If a match cannot be made a new asset type will be created, under the asset group &#39;Network Equipment&#39;. If the asset does not have the &#39;machineType&#39; field populated the asset will be created under the default asset type, &#39;Application Server&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkY2IyNTVhLWZkNDQtNGRhOS05ZWZlLTQ2NGY4YTFjYjBlOCJ9.nRyT9yyQUQYfeGDRGQdzL63EovQalH16nl0VUwju46M" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 621.254px;" height="621"></p><p><strong><span style="font-size: 10pt;">Fig 12. Using field to determine asset&#39;s type example</span></strong></p><p><br></p><p><strong>Determine Asset type using rules</strong></p><p>If you would like asset types to be determined by asset rules set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Determine asset type using rules&#39;. Now a table will appear and you will be able to set asset&#39;s types based on rules, These rules are based on field values, and if matched will assign an asset to the chosen asset type. When creating a rule first add criteria for the rule, select the Halo field that you would like to base the criteria on, then set the rule type and the outcome needed in the field to match the rule. If an asset matches this rule it will be imported as this asset type.</p><p><br></p><p>When adding an asset type rule you will notice the option *Determine Asset Type using a field*. When this is selected you can choose a SentinelOne field, an asset type will be created using the data within this SentinelOne field. If this field matches the name of an existing Halo asset type the asset will be created under this type, otherwise a new asset will be created. This works in the same way as when &#39;Use a field to determine each Asset&#39;s type&#39; is selected in the &#39;Determining an Asset&#39;s type&#39; field. This is available as an additional rule as more rules can be configured for assets that do not have this field or have data in this field. That is, some asset types can be determined based on a field, for other assets that do not use this field their type can be determined by other rules or another field.&nbsp;</p><p><br></p><p>If an asset is imported that does not match any of these rules, it will be created under the default asset type.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Miscellaneous settings</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZWIyM2FlLTdmNGEtNDE0NC04MjgyLWQ5YzA2NzZlMTZkYSJ9.MpN20Jpa-hiMjwBl3zJ5z0zoRh1j7kb2QlCE-Yyp9Xc" class="fr-fic fr-fil fr-dib" width="630" height="234"></p><p><strong><span style="font-size: 10pt;">Fig 13. Miscellaneous settings for asset imports</span></strong></p><p><br></p><p><strong>Don&#39;t create new Assets</strong> - When enabled assets will only be updated, no new assets will be created by SentinelOne</p><p><strong>Status of New Assets</strong> - This determines the status assets will have when imported from SentinelOne</p><p><strong>Deactivate Assets in Halo when they are deleted from SentinelOne (Halo Integrator only)</strong> - When enabled assets will be deactivated in Halo (status change to &#39;Inactive&#39;) when they are deleted in SentinelOne. This setting works in conjunction with the Halo integrator, and assets will only be disabled when a sync runs using the integrator.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Import/update assets on a schedule</span></strong></p><p>To have assets imported/update on a recurring schedule head to the &#39;Syncing&#39; tab and enable &#39;Enable the Halo Integrator for the SentinelOne integration&#39;. Once enabled ensure &#39;Assets&#39; are selected in the following field. The integrator will run daily for asset updates.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkYzNiMTUzLTZiYTItNGM0My04OGFiLWRiNTM5ZGQyZjA4MiJ9.2gttlOOH7lFRTfziZjqODJSgMgOsc-Ay2uhZgO3dQBE" class="fr-fic fr-fil fr-dib" width="944" style="width: 946px; height: 491.066px;" height="491"></p><p><strong><span style="font-size: 10pt;">Fig 14. Enable asset syncing&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Alerting</span></strong></p><p>Alerts and threats raised in SentinelOne can log tickets in Halo allowing technicians to manage these alerts and threats from Halo.&nbsp;</p><p><br></p><p>To configure how these tickets are created head to the &#39;Syncing&#39; tab.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZjIzNWNkLWZkNjQtNDQ5MS1iMGFkLWFjZmRhNzQ0MmJmNiJ9.UK3cwjZe_R1yiEl6DQ2ETcaW8SfwrnE5qEj22JqkuH0" class="fr-fic fr-fil fr-dib" width="1011" style="width: 1013px; height: 580.442px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 15. Syncing tab</span></strong></p><p><br></p><p>In the &#39;Halo Ticket Type&#39; field choose the Halo ticket type you would like to be created for alerts and threats (you may wish to create a new ticket type for this). Many defaults for the alert/threat ticket that is logged, such as, team, SLA and priority will be taken from the ticket type chosen here. &nbsp;However, if the severity of the alert in SentinelOne has a name that matched&nbsp;</p><p><br></p><p>In the &#39;Halo User&#39; field choose the user you would like these tickets to be assigned to. It is best to choose a generic user here, then the alert/threat can be assigned to the affected user either manually or using ticket rules. See our guide on ticket rules <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1923/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>Now to enable the sync of alerts and threats enable the Halo integrator for the integration and ensure &#39;Alerts&#39; and/or &#39;Threats&#39; are selected in the &#39;entities to sync&#39; field. Alerts and Threats will be imported in a separate schedule to assets, these will be synced more frequently than assets. These should be on a separate schedule automatically but if when enabling alerts these seem to be syncing on the same schedule as your assets contact our support team so we can have these moved to separate schedules.&nbsp;</p><p><br></p><p>Now when a threat and/or alerts is raised in SentinelOne a ticket will be logged in Halo. Technicians can work on the ticket in Halo and sync updates on the alerts/threat back to SentinelOne. When the threat/alert is resolved and the technician closes the ticket in Halo the alert/threat in SentinelOne will be marked as resolved.&nbsp;</p><p><br></p><p><strong>Alert severity/priority&nbsp;</strong></p><p>Alerts/Threats imported from SentinelOne will have their severity checked when being imported, if the severity matches the name of a priority in Halo the ticket will be created with this priority. If they cannot be matched the default priority of the ticket will be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Outbound Requests Tab</span></strong></p><p>Under the &#39;Outbound Requests&#39; tab you will be able to see a log of each request sent from Halo to SentinelOne. This will include alert/threat updates and closures. A log can be selected to show more detail.&nbsp;</p>

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} 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><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>Configuration &gt; Custom Objects &gt; Custom Buttons</strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2038/" rel="noopener noreferrer" target="_blank"><strong id="isPasted">Custom Buttons</strong></a></li></ul>

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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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Button Details</span></strong></p><p>&nbsp;&nbsp;</p><table class="styled-table grid" style="width: 100%; height: 684px;"><colgroup><col style="width: 33.3549%;"></colgroup> <colgroup><col style="width: 12.5429%;"></colgroup> <colgroup><col style="width: 54.1022%;"></colgroup><tbody><tr style="height: 51px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr style="height: 47px;"><td id="name">Button Name</td><td>Free Text</td><td style="text-align: left;">The name given to the button.</td></tr><tr style="height: 47px;"><td id="label">Button Label<br></td><td>Free Text<br></td><td style="text-align: left;">Give a label for the button</td></tr><tr style="height: 47px;"><td>Button Icon<br></td><td>Single Select<br></td><td style="text-align: left;"><p id="isPasted">Give a default icon to this button.&nbsp;</p></td></tr><tr style="height: 70px;"><td id="type">Button Use</td><td>Single Select</td><td style="text-align: left;">Choose what the button will be used for. Buttons can either open a URL link or trigger an integration runbook.&nbsp;</td></tr><tr style="height: 70px;"><td id="colour_type">Button Colour<br></td><td>Single Select<span style="white-space:pre;" id="isPasted">&nbsp; &nbsp;&nbsp;</span><br></td><td style="text-align: left;">This controls what colour the button will be. If using a custom colour the icon and text colour of the button will automatically change accordingly.&nbsp;<br></td></tr><tr style="height: 47px;"><td id="icon">Sequence in lists<br></td><td>Integer<br></td><td><p id="isPasted">Decide how high up the list the custom button will appear. 1 is the top.</p></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">URL Details</span></strong></p><p><strong><span style="font-size: 14pt;"><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><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><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><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><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><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><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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style></span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.5%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.1571%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3059%;" id="url">URL<br></td><td style="width: 12.5%;">URL<br></td><td style="width: 54.1571%; text-align: left;"><strong>(&quot;Button Use&quot; set to &quot;Open Link&quot;)</strong> Insert a URL for a certain website or URL of Halo, can use $-variables<br></td></tr><tr><td style="width: 33.3059%;" id="newtab">Open in a new tab<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Open Link&quot;)</strong> When selected, this will mean if the custom button is clicked it will open the URL in a new tab.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Runbook Details</span></strong></p><p><strong><span style="font-size: 14pt;"><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><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><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><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><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><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><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><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><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><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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } 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; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style></span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.5%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.1571%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3059%;" id="runbook_id">Integration Runbook<br></td><td style="width: 12.5%;">Single Select<br></td><td style="width: 54.1571%; text-align: left;"><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Start a Runbook&quot;)&nbsp;</strong>Only available when &quot;Button Use&quot; is set to &quot;Start a Runbook&quot;. Here select the runbook you would like to trigger when this button is used.&nbsp;<br></td></tr><tr><td style="width: 33.3059%;" id="disable_runbook_popup">Disable Runbook Queued confirmation<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><strong><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Start a Runbook&quot;)&nbsp;</strong>(Asset entity)</strong> Only available when &quot;Button Use&quot; is set to &quot;Start a Runbook&quot;. This setting will prevent the popup notification from showing when the Runbook is queued.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Button Visibility</span></strong></p><p>&nbsp;&nbsp;</p><table class="styled-table grid" style="width: 100%;"><colgroup><col style="width: 33.3549%;"></colgroup> <colgroup><col style="width: 12.5429%;"></colgroup> <colgroup><col style="width: 54.1022%;"></colgroup><tbody><tr><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td id="button_visibility_ac">Asset access level required to view this button<br></td><td>Single Select</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Sets which Access Control level is needed to see the Custom Button.</td></tr><tr><td id="restrict_by_asset_status">Restrict button visibility by Asset Status<br></td><td>Checkbox</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>When enabled, a set of Asset Statuses can be set to only show this Custom Button on.</td></tr><tr><td id="button_visibility_statuses">Asset Statuses required to view this button<br></td><td>Multi Select</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Shows when above is enabled to select which Statuses show the Custom Button.<br></td></tr><tr><td id="group_visibility_conditions">Dynamic Button Visibility<br></td><td>Table</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Asset Fields can be used to set Dynamic Visibility for the Custom Button, similar to Dynamic Field Visibility.</td></tr></tbody></table>

<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&nbsp;</strong></p><p><strong>- Viewing Change History</strong></p><p><strong>- Adding Attachments</strong></p><p><strong>- Handling Licence &amp; 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&#39;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.&nbsp;</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&#39;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>&nbsp;</strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2071" target="_blank" rel="noopener noreferrer">Giacom Integration</a>&nbsp;</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>&nbsp;</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>&nbsp;</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>&nbsp;</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>&nbsp;</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>&nbsp;</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&nbsp;</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.&nbsp;</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 &quot;New&quot; 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.&nbsp;</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.&nbsp;</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 &quot;Software&quot; tab, licences/subscriptions can then be billed for based on the how many of them are currently assigned to an asset (deeming them as &#39;in use&#39;). 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 &quot;Add&quot; 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.&nbsp;</p><p><br></p><p><em><strong>Note: If none are assigned to the customer, this field will not show dropdown options.</strong></em>&nbsp;</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.&nbsp;</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 &#39;licences&#39;, 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 &quot;Assets&quot; 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.&nbsp;</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 &quot;Users&quot; tab within the licence/subscription, hit &quot;New&quot; and select which user to assign this licence/subscription to.&nbsp;</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.&nbsp;</em></strong></p><p><br></p><p>The &quot;Users&quot; field is multi-select so you can select every user who should be assigned one (or more) of these licences.&nbsp;</p><p><br></p><p>Use the &quot;Licence Count&quot; field to choose how many licences to assign each user chosen here.&nbsp;</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. &nbsp;<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 &#39;in use&#39; therefore included in quantity calculations.&nbsp;</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 &gt; Billing &gt; Recurring Invoices, you can enable the below checkbox.&nbsp;</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.&nbsp;</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 &quot;Calculate quantity from Licence count on creation&quot; 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 &quot;Add&quot; 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 &#39;Only include assigned Licences in calculations&#39; when configuring the quantity. This will ensure only licences assigned to assets are included in the quantity.&nbsp;</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 &quot;0&quot; and/or not update until the recurring invoice is fully saved.&nbsp;</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 &amp; 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.&nbsp;</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 &gt; Tickets &gt; Automated Tickets and select the &quot;+ New&quot; button in the top right corner.&nbsp;</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&#39;s End Date is approaching within 30 days, and that this Ticket should generate against the main contact of the Customer.&nbsp;</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.&nbsp;</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&nbsp;</strong></p><p><span style="font-size: 11pt;"></span></p><p><br></p><p><strong><em>Note: You cannot trigger Automated Tickets using the &#39;Expiry Date&#39; field available to set when assigning a Licence or Subscription to Assets/Users. If you are using this field instead of the &#39;End Date&#39; field to store your expiries then it is advisable to track the dates using a report.&nbsp;</em></strong></p><p></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>