<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>- What are Related Tickets?</strong></p><p><strong>- Identifying Related Tickets</strong></p><p><strong>- Relating Tickets Manually</strong></p><p><strong>- Creating Related Tickets Automatically</strong></p><p><strong>- Actions between Related Tickets</strong></p><p data-pasted="true"><strong>- Transferring Values between Related Tickets</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What are Related Tickets?</span></strong></p><p>Related tickets are linked tickets at an equal level. Multiple tickets can be related to each other, and a ticket that has been related to one can also be related to others.</p><p><br></p><p>They differ from parent and child tickets. A parent ticket will have child tickets linked to it. Multiple children can be linked to a parent, but each child ticket can only have one parent. It is more of a &quot;project&quot; and &quot;task&quot; relationship, where the children are under the parent.</p><p><br></p><p><strong><span style="font-size: 14pt;">Identifying Related Tickets</span></strong></p><p>Unlike parent and child tickets, related tickets have no indication in the ticket ID, i.e. child tickets will end in &quot;-C&quot; to show they are a child.</p><p><br></p><p>They will show in a &quot;Related Tickets&quot; tab on the ticket, and the behaviour of which tickets show in the &quot;Related Tickets&quot; tab can be customised in Configuration &gt; Tickets &gt; General Settings.</p><p><br></p><ul data-pasted="true"><li data-pasted="true"><strong>Show related of related Tickets:</strong> With this option disabled, only Tickets that have been directly related to or from the Ticket will display. With this option enabled, Tickets related to directly related Tickets will also display, i.e. if Ticket A is related to Ticket B and C, then ticket C will also show as related, from within the related tickets tab of B. This can be overridden per ticket type.</li><li><strong>Show all related Tickets:&nbsp;</strong>This setting will only show if &quot;Show related of related Tickets&quot; and &quot;Allow many-to-many related Ticket relationships&quot; settings have been enabled. When enabled, all related Tickets will display. This will mean that if Ticket A is related to Ticket B and then from B the ticket relating option is used to related to Ticket C, then in the related ticket tab of A, C will also show.</li><li><strong>Allow many-to-many related Ticket relationships:</strong> When checked, this allows multiple tickets to be linked to one ticket, but also of those several tickets, they can also be linked to other tickets too.</li></ul><p><br></p><p data-pasted="true">The tab can also show a count of tickets if &quot;Show related Ticket count&quot; is enabled underneath these. Tickets can be unrelated from this tab, by right clicking the ticket in the list and selecting &quot;Unrelate Ticket&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYjA3ZDhlLTFhOGQtNDk0Ni1hNmY5LWQwM2FmMjVlZWU0NCJ9.x6uMaet_FJInPHvN4yPs0ewZfNazBVtcrqlR0Q_FkgI" class="fr-fic fr-fil fr-dib" width="1693" style="width: 1695px; height: 179.694px;" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 1. Related Tickets tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Relating Tickets Manually</span></strong></p><p>When viewing a ticket, you can link a related ticket by hovering over the three dots in the top right corner. &quot;Relate to another Ticket&quot; will make the ticket you are viewing the related to the others. Clicking this will bring up a screen to select the ticket(s) from a list. This feature is useful if linking support tickets that come into your helpdesk to an article draft ticket, for example if an issue is solved and the KB needs to be updated accordingly. This allows easy reference between the two, but neither ticket is dependant on the other being completed first.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4ZjljODgxLWY1MTAtNGM1Ni04MzRiLTNhN2FjZjBlMWNiNSJ9.ROtv7rjTx-WPiOvX4M5-zFAmc3m2b6USq6p9JKniHoI" class="fr-fic fr-fil fr-dib" width="310" height="550"></p><p><strong><span style="font-size: 10pt;">Fig 2. Relating tickets</span></strong></p><p><br></p><p data-pasted="true">There is also an action system use for creating a new related ticket from another. When this system use is added to an action, a popup to create a new ticket will appear upon use. A default user can be set when configuring the behaviour of this action, such as defaulting to the same user of the ticket, or the agent who is logging it.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0M2Y1N2NlLWIzMmEtNGRjMS1hMjUwLTlmNGMxNmFiOGU4OSJ9.SXaDy6585HIDKCElbWdbVZpirMLzqJ3d_yEKxPXQQLQ" width="775" height="596" 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;" data-pasted="true" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 3. Action to create a related ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Related Tickets Automatically</span></strong></p><p data-pasted="true">Automatic creation can also be done in the workflow. Using the same system use with a template, this can then be made a quick action by enabling &quot;Is a Quick Action&quot; a little further down. Quick actions do not show the new action screen, and are completed automatically.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1NzQxMDEyLWRiZmYtNDY1MC04MGM4LWYwNGFkMjhhMzM2MiJ9.C1f2BHd3DuD9pqAQHM_xBv2vzZgmEeCNlIPUOqPLZfI" class="fr-fic fr-fil fr-dib" width="914" height="188"></p><p><strong><span style="font-size: 10pt;">Fig 4. Quick action to create a related ticket</span></strong></p><p><br></p><p data-pasted="true">This can then be automated on a certain step of the workflow, and criteria can be added, such as creating the related ticket if a field is set to a certain value at that stage.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlNmFiZjRhLTQ2NWEtNDllYy1hYjM3LWZlNDEyMjRmYjVhNCJ9.e7zVIRbuYY95q2VgBNfL1XME2aflfS8CeYYNfWh2V9s" class="fr-fic fr-fil fr-dib" width="1488" height="301"></p><p><strong><span style="font-size: 10pt;">Fig 5. Automation to create a related ticket using a quick action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Actions between Related Tickets</span></strong></p><p data-pasted="true">Actions can be added and shown between parent and child tickets. Here is the system use &quot;Add note to Related Ticket&quot;.</p><p><br></p><p><em><strong>Note: This system use cannot be used if many-to-many ticket relationships is enabled, as the system will have no method of knowing which ticket(s) to add the note to.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzYmUzYzM0LTEwMjYtNDRlOS05ZDJhLTY0MzljYmRhMWNjMyJ9.5nd8BMRsXzqSLUFnCwpTQiJ2EHY85ARt6tr755qWLqA" class="fr-fic fr-fil fr-dib" width="450" height="409"></p><p><strong><span style="font-size: 10pt;">Fig 6. Action to add note to related ticket</span></strong></p><p><br></p><p data-pasted="true">With the &quot;Note&quot; field added to the field list of the action, the text entered will then also be added to the related ticket. Actions with this system use will not show if there are no tickets related to the one currently being viewed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMWI4NDJjLTdiMzctNDRmZS04MWFjLTRiMjJlZDVjOWMzYyJ9.DaljW-4I2LAIJv2BCngduaZOQAjH1XsMVMXoRjgTTYE" class="fr-fic fr-fil fr-dib" width="1496" height="186"></p><p><strong><span style="font-size: 10pt;">Fig 7. Adding note to a related ticket</span></strong></p><p><br></p><p>Actions that have been marked as important will show on the &quot;Related Notes&quot; tab of the related ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwYjljZWY3LWM5OGYtNDZmZi1iMDdjLWU4MzlhYmI1MjJhNCJ9.L3eUiXtLv5ajyFTvhz6-26i1NUYyhddNya87afuiuLw" class="fr-fic fr-fil fr-dib" width="1626" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 8. Related Notes tab</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Transferring Values between Related Tickets</span></strong></p><p><strong><span style="font-size: 12pt;">Attachments</span></strong></p><p>Attachments can be defaulted to show between related tickets, and individual attachments can be toggled as well.</p><p><br></p><p>In Configuration &gt; Tickets &gt; Ticket Types, go to the &quot;Settings&quot; tab and enable &quot;Show new attachments on related Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjZTgzYTRmLTc3MWEtNGUzMC05ODRmLWNhYTg2NWMyNDJmZCJ9.7KCgD-RbNmuUwYy9Bvlne-UCTKszfKmz2YFiLaalZH4" width="1201" height="310" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Showing attachments on related tickets</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Category Values</span></strong></p><p>Category values can be copied to related tickets. In Configuration &gt; Tickets &gt; Ticket Types, edit a category field in the &quot;Field List&quot; tab and enable &quot;Copy values to related Tickets&quot;.</p><p><br></p><p><strong><em>Note: This only applies when creating the new related ticket directly from that ticket.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzYTA3MjhkLTE5N2UtNGFiMy1iY2Q3LTEzMWQ5YjZhMTU0NSJ9.Al8VVvFm_-7SERMmtEuoeEV_bB1Gq9idAcpKR6M1lnw" width="714" height="325" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Copy category values</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Custom Fields</span></strong></p><p>Custom field values can be copied between related tickets upon initial logging (i.e. logged using the action system use). In Configuration &gt; Custom Objects &gt; Custom Fields, enable &quot;Copy values to related Tickets&quot; on the custom fields you want to transfer values for.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4ZmQ0OWQ3LTJkMjMtNGQxNy05MjY4LTNmNzg0MWJhOTM3OSJ9.mVGLmwURG8vyR-XboRn-pzMrDRZcrI1bn73FwVwC1I8" class="fr-fic fr-fil fr-dib" style="width: 1678px; height: 1158.21px;" width="1676" height="1158"></p><p><strong><span style="font-size: 10pt;">Fig 11. Copy custom field values</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">System Fields</span></strong></p><p>Values can also be transferred between select system fields, such as &quot;Supplier&quot; or &quot;Followers&quot;. In Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Field List&quot; tab, enable &quot;Copy values to related Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwY2Q4NDViLWM4YmEtNDY1Ni04ZGFmLTFjZTM3NzM0MWZiMSJ9.kZwArxv9V5n3PZx_swcmOPm8nP0ZkVwUog0xdsfMZ3s" class="fr-fic fr-fil fr-dib" width="718" height="253"></p><p><strong><span style="font-size: 10pt;">Fig 12. Copy system field values</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 is the difference between a Parent/Child or Related Ticket?</strong></p><p><strong>- Functionality Available to Each</strong></p><p><strong>- Configuring Available Functionality</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the difference between a Parent/Child or Related Ticket?</span></strong></p><p>A Parent ticket will have child tickets linked to it. Multiple children can be linked to a parent, but each child ticket can only have one parent. It is more of a &quot;project&quot; and &quot;task&quot; relationship, where the children are under the parent.</p><p><br></p><p>Related tickets are instead at more of an equal level. Multiple tickets can be related to each other, and a ticket that has been related to one can also be related to others.</p><p><br></p><p><strong><span style="font-size: 14pt;">Functionality Available to Each</span></strong><span style="font-size: 14pt;"><strong><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; } 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></strong></span></p><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; } .tick-icon { font-size: 50px; color: green; } .cross-icon { font-size: 15px; color: red; text-align: center; } </style><p><br></p><table class="styled-table grid" style="width: 100%; height: 1102px;"><colgroup><col style="width: 30.8032%;"></colgroup><colgroup><col style="width: 23.0656%;"></colgroup><colgroup><col style="width: 23.0656%;"></colgroup><colgroup><col style="width: 23.0656%;"></colgroup><tbody><tr style="height: 102px;"><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Functionality</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: center;"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Parent Ticket</span></strong></div></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Child Ticket</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;">Related Ticket</span></strong></td></tr><tr><td>Ticket ID indicates if it is a linked ticket</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span><br><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(ID: [NUM]-P)</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span><br><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(ID: [NUM]-C)</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Ticket can be linked to multiple other tickets</td><td style="text-align: center;"><span style="font-size: 18pt;" data-pasted="true"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></td><td><div data-pasted="true" style="text-align: center;">❌<br><strong><span style="font-size: 11pt; color: rgb(226, 80, 65);">[One parent, but can have its own child tickets (&quot;grandchildren&quot;)]</span></strong></div></td><td style="text-align: center;"><span style="font-size: 18pt;" data-pasted="true"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></td></tr><tr><td>Shows a tab of linked tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><span style="font-size: 18pt;" data-pasted="true"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></td></tr><tr><td>Linked tickets tab can include a count</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><p><strong><span style="color: rgb(0, 0, 0);">N/A</span></strong></p></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Linked tickets tab can show on the Self-Service Portal</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be created from ticket actions</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>End-User of ticket can be defaulted to the agent creating, current end-user, or main contact</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Can add notes to linked tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div><p style="text-align: center;"><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(If many-to-many relationships are disabled)</span></strong></span></p></td></tr><tr><td>If a linked ticket has unread important notes, the ticket can be highlighted in ticket lists</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Select system field values can be copied to linked tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Custom field values can be copied to linked tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Related assets can be copied to linked tickets</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be created from ticket templates</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Ticket status can be automatically changed upon linked tickets&#39; closure</td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div><p style="text-align: center;"><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(Via an action)</span></strong></span></p></td><td><div class="cross-icon">❌</div></td></tr><tr><td>Actions can be bulk-added to all linked tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Merging ticket can also merge linked tickets</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Deleting ticket can also delete linked tickets</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Emails forwarded from agents can be automatically added to the linked ticket</td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td></tr></tbody></table><p><br></p><p><br></p><p><strong data-pasted="true"><span style="font-size: 14pt;">Configuring Available Functionality</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Showing Counts on Linked Ticket Tabs</span></strong></p><p>The &quot;Child Tickets&quot; tab will show a count by default, but this can be toggled for the &quot;Related Tickets&quot; tab. In Configuration &gt; Tickets &gt; General Settings, enable &quot;Show related Ticket count&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNTQ4OGFkLTI0OWUtNDE0ZC04OGQxLTBlYTYzNTBiOWIwYyJ9.gQhGCfZojIYPsmmUHoUXNTvLz8zeHTQm09twJ9qX98I" class="fr-fic fr-fil fr-dib" width="1215" height="163"></p><p><strong><span style="font-size: 10pt;">Fig 1. Related Tickets tab with count included</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Showing Linked Tickets Tab on the Portal</span></strong></p><p>The &quot;Child Tickets&quot; tab can also be shown in the Self-Service Portal. In Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Forms&quot; tab, set &quot;Show Child Tasks on the End-User Portal&quot;. The child tickets shown can either follow or ignore the user&#39;s permissions.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4ZjE2NzlkLTA4YmYtNDk3ZS04ODAzLWU5MTg5MzkwZWRmYyJ9.mqHpreHH-HzOzZQVX1o8C8tjtSVxHZnhfDmRgSKh1Bs" class="fr-fic fr-fil fr-dib" width="753" style="width: 755px; height: 484.605px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 2. Child Tickets tab on the SSP</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Creating Tickets from Actions</span></strong></p><p>In Configuration &gt; Tickets &gt; Actions, an action can be created with the &quot;System Use&quot; of &quot;Create Parent/Child/Related Ticket&quot;. Additional options will then show to configure the behaviour of the created ticket, such as the end-user.</p><p><br></p><p>In Configuration &gt; Tickets &gt; General Settings, enabling &quot;When creating a Child Ticket, set the user to the Agent creating&quot; will default the end-user to the agent, but this can be overridden by the action itself.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1ZTUyNTQxLTg1MmMtNDcyMC05OGIwLWVkOWFjYTJjZGEyNyJ9.bhFvmEz6QJBM4vKqeorTvGP6ypRBEQ0S_Qui8vKWHlg" class="fr-fic fr-fil fr-dib" width="809" height="693"></p><p><strong><span style="font-size: 10pt;">Fig 3. Action to create a parent ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Notes to Linked Tickets</span></strong></p><p data-pasted="true">In Configuration &gt; Tickets &gt; Actions, an action can be created with the &quot;System Use&quot; of &quot;Add note to Parent/Child/Related Ticket&quot;. Additional options will then show to configure the behaviour of the note.</p><p><br></p><p>This can also be set globally in Configuration &gt; Tickets &gt; General Settings by enabling &quot;When Actions are added to a Parent Ticket by an Agent, also add to all Child Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2OGRlMWM5LWFiMDYtNGM5Yy1hY2M5LWYxZDQ0YWJkNGY1OCJ9.P_xVRyRRGXbb6vr5OpEChUxF-Gv18zc7NcnYARS98rI" class="fr-fic fr-fil fr-dib" width="946" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 4. Action to add a note to a parent ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Highlighting Unread Notes</span></strong></p><p>In Configuration &gt; Tickets &gt; General Settings, enable &quot;Highlight Parent Tickets with unread important Child notes in the Ticket list&quot;. A star icon will show in the ticket list.&nbsp;</p><p><br></p><p><strong><em>Note: The &quot;Flags&quot; column must be added to the column profile.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNzBkODZhLTIxMjctNDgzZi04YTMwLTJhYTdjMDQxMGUwMiJ9.vANGSugfXdf8F3Q7qYpG8SSSrhwcmjlrr8dMz3ISuEE" class="fr-fic fr-fil fr-dib" width="328" height="47"></p><p><strong><span style="font-size: 10pt;">Fig 5. Important icon in a column profile</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Copy System Field Values</span></strong></p><p>On select system fields, i.e. Category fields, the values can be copied between linked tickets. In Configuration &gt; Tickets &gt; Ticket Types, go to the &quot;Field List&quot; tab and edit the field. Enable the relevant &quot;Copy values to&quot; option at the bottom of the popup.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNDg2M2NiLWI4MTMtNGNmNi04ZWI5LTMwNTVlM2U3NWQ0MyJ9.O-oIh40c2pmKSgaXYTJ8O-nb5Z6Rlx7KscWh_FwNrUg" class="fr-fic fr-fil fr-dib" width="713" height="241"></p><p><strong><span style="font-size: 10pt;">Fig 6. Copy values option on a system field</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Copy Custom Field Values</span></strong></p><p>Values can also be copied for custom fields. In Configuration &gt; Custom Objects &gt; Custom Fields, choose the field and enable the relevant &quot;Copy values&quot; option(s) at the bottom.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNjBkMWY1LTFkY2QtNDhhOS05YTg4LWMxYzE2OTdhMmIxOCJ9.wwsqE5CziNro4wXLjxKWfiDkmRopeT0zwDNxh4dShpk" class="fr-fic fr-fil fr-dib" width="1639" style="width: 1641px; height: 1147.37px;" height="1147"></p><p><strong><span style="font-size: 10pt;">Fig 7. Copy values option on a custom field</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Copy Related Assets to Linked Tickets</span></strong></p><p>Assets can be copied from a child ticket to its parent. In Configuration &gt; Tickets &gt; Ticket Types, go to the &quot;Settings&quot; tab and enable &quot;When linking to a parent Ticket, add the related Assets to the parent Ticket&quot;.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating Tickets from Templates</span></strong></p><p>In Configuration &gt; Tickets &gt; Templates, go to the &quot;Children&quot; tab. Any Child Templates added here will create as child tickets, making the &quot;main&quot; template the parent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMWQ4OGNmLTZkMzQtNDZhZi1iZDRiLTI3NWI3ZDQyYTkyMSJ9.akQjDv3XUfp_lPMbGLliGoanhSa5Q5f1XON8jw0_Zq8" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 349.485px;" height="349"></p><p><strong><span style="font-size: 10pt;">Fig 8. Templating child tickets</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Updating Status of Linked Tickets</span></strong></p><p>In Configuration &gt; Tickets &gt; General Settings, a default can be set for the &quot;Parent Status after all Child Tickets are closed&quot;. This can also be set to &quot;No Change&quot;. This can be overridden by setting it on the ticket type that is used as the child (within the &quot;Settings&quot; tab).</p><p><br></p><p><strong><span style="font-size: 12pt;">Merging Linked Tickets</span></strong></p><p>The behaviour of child tickets can be configured in Configuration &gt; Tickets &gt; General Settings by setting &quot;When merging a Parent Ticket, do the following with the Child Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4OGY5ZjQ5LTY5YjUtNDAyMC04NWUyLTk4MTU4NGZmMGIxMSJ9.kc5nXkvtxoPb-B-7_HQm_mynK9Cdly4bBZ_-sOkBryw" class="fr-fic fr-fil fr-dib" width="433" height="222"></p><p><strong><span style="font-size: 10pt;">Fig 9. Merging behaviour options</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Deleting Linked Tickets</span></strong></p><p>If deleting a parent ticket, its children can also be deleted by enabling &quot;Delete all Child Tickets when Deleting a Parent Ticket&quot; in Configuration &gt; Tickets &gt; General Settings.</p><p><br></p><p><strong><span style="font-size: 12pt;">Forwarding into Linked Tickets</span></strong></p><p>Emails forwarded onto child tickets can be copied onto its parent. In Configuration &gt; Email &gt; General Settings, enable &quot;Allow forwarded emails from Agents to also update the parent Ticket&quot;.</p><p><br></p><p>This email has been forwarded onto a child ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0NDFjZDhjLWQzNGQtNGIxMS04ZjhmLTg1OGMyYjFiM2RlNiJ9.JHl1lgKHsWnexfqiLiY_pRRU2hfMO2XBLaE-n3yhzU4" class="fr-fic fr-fil fr-dib" width="870" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 10. Email forwarded into a child ticket</span></strong></p><p><br></p><p>The same email is also added to the parent, stating it came from a child ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0ZTlmZTNmLWJmNTEtNDAxYi05MTc3LWFiYzBjMDgyMzM0MyJ9.woQbTs6wI8L3ZEfjUrm4MfmPqYHeoXKiZz8m4iy37rg" class="fr-fic fr-fil fr-dib" width="874" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 11. Email copied onto the parent ticket</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Amazon Bedrock Integration?</strong></p><p data-pasted="true"><strong>- Connecting to Amazon Bedrock</strong></p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>Note: This Integration is available from v2.244+.</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What is the Amazon Bedrock Integration?</strong></span></p><p>The native integration with Amazon Bedrock can be used to write responses on Tickets or improve on response Agent&#39;s have written themselves. It can also be integrated into your Live Chat to respond to a Customer, taking the given context into account.</p><p><br></p><p>There is various other functionality that can be achieved once Amazon Bedrock is connected to your Halo instance. For information on the functionality available checkout <a href="https://www.usehalo.com/guides/2137" target="_blank" rel="noopener noreferrer">Leveraging AI in Halo</a>.&nbsp;</p><p><br></p><p>A list of available models and their pricing per million tokens can be found <a href="https://aws.amazon.com/bedrock/pricing/" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Connecting to Amazon Bedrock</span></strong></p><p>To enable this Integration, head to Configuration &gt; Integrations, and head to the AI section. Here you you will find the Amazon Bedrock module. Hover over the Integration, and click the &#39;+&#39; icon to enable it.&nbsp;</p><p><br></p><p><strong><em>Note: If the Integration is already enabled it will instead show a cross when hovered over. If this is the case you can skip this step and click into the module to open the configuration.&nbsp;</em></strong></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5ZWRhYTg2LTg1NGEtNGUyMy1hZTUxLTFlMzBjMTRiNzI3MSJ9.BU1p_fH-y4zfk_Fv39RDzgorLWMSfEloR784WtSYM-A" class="fr-fic fr-fil fr-dib" width="1163" style="width: 1165px; height: 234.186px;" height="234"></strong></p><p><span style="font-size: 10pt;"><strong>Fig 1. Enabling the module&nbsp;</strong></span></p><p><br></p><p>Once enabled, click into the module to configure your connection. Here specify the Region, and Model you are connection. In order to create the connection you will need an API Key. To generate this Key you will need to head into your Amazon Bedrock account, and follow the steps outlined <a href="https://docs.aws.amazon.com/bedrock/latest/userguide/api-keys.html" target="_blank" rel="noopener noreferrer">here</a>. Once generated, copy and paste this Key into the &quot;API Key&quot; field.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NWQzYzQ0LTE1MjYtNDc2NC04MzAwLTdjMjg3MTE4ZjJlMiJ9.2NsSwFg__rXhohv-Z0Z6cvMm1eFE6gH-THNC5Tzm8zY" class="fr-fic fr-fil fr-dib" width="724" style="width: 726px; height: 466.352px;" height="466"></p><p><span style="font-size: 10pt;"><strong>Fig 2. Connecting to Amazon Bedrock&nbsp;</strong></span></p><p><br></p><p>Next, click the &quot;AI Config&quot; button to redirect to Configuration &gt; AI. Here you will be able to select your Amazon Bedrock connection as your default AI connection.</p><p><br></p><p>For more information on how to leverage AI in Halo, see our guide linked <a href="https://www.usehalo.com/guides/2137" target="_blank" rel="noopener noreferrer">here</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><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Xensam Integration?</strong></p><p><strong>- Enabling the Xensam Module</strong></p><p><strong>- Connecting to Xensam</strong></p><p><strong>- Clients</strong></p><p><strong>- Assets and Data Centres</strong></p><p><strong>- Software Licences</strong></p><p><strong>- Halo Integrator</strong></p><p><strong>- Miscellaneous</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is the Xensam Integration?</span></strong></p><p>The Xensam integration can import clients, their assets and data centres, and the associated software and licences. These can then be imported on a recurring schedule via the Halo Integrator.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Xensam Module</span></strong></p><p>In Configuration &gt; Integrations, navigate to the Xensam module in the &quot;Asset Management and Alerting&quot; section. Hover over the module, and click the plus &quot;+&quot; icon to enable it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwOTU4NmEwLTBhMGQtNDFkNy1hMDFhLWE5ZjUwYzhhNzJhNCJ9.BsD8TDq-i-afTAq3MiIwVCw82XQAWC4hD1MbSl3MLdQ" class="fr-fic fr-fil fr-dib" width="361" height="157"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the Xensam integration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Xensam</span></strong></p><p>Clicking into the module, the connection details for Xensam can be entered at the top.</p><p><br></p><p>Credentials can be obtained from Xensam, and their documentation on this can be found <a href="https://wiki.xensam.com/s/73d58956-264b-4c44-94a0-297035386672/doc/xupervisor-api-guide-iQ3DkT5dlF" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><ul><li>If hosted by us, IPs for whitelisting can be found <a href="https://usehalo.com/haloitsm/guides/1446" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</li><li>A list of endpoints used by this integration are also listed so this can be provided to Xensam support.</li></ul><p><br></p><p>After entering the credentials received, click the &quot;Test Configuration&quot; button to confirm. If there are any issues, an error message will show to help troubleshoot this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3ODgzNjI0LTFjZTAtNDQ1OC04ZWE1LTc1YWJjODViZjk5YiJ9.CCMsdegrdlOjVxKGI4oh3kodcRvEowsPFEaXrzhX4kw" class="fr-fic fr-fil fr-dib" width="1413" height="549"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Entering Xensam credentials</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Clients</span></strong></p><p>Once connected, Xensam Organisations can be imported as clients in Halo. This needs to be done first to ensure the assets created after match to the correct client record.</p><p><br></p><p>Click the &quot;Add&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4NGZmM2YzLTNiZjQtNDcyYi1hOTAxLWZiM2JjYWQyYmFjYSJ9.n2wyBTaWSQhd9ATFKiktV-2G5AZ-D5EEa4U3TaUsRJs" class="fr-fic fr-fil fr-dib" width="1677" style="width: 1679px; height: 292.034px;" height="292"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Customer configuration</span></strong></p><p><br></p><p>A popup will show to map the client records.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmZDg5ODkwLWExOWYtNDFlNy1hYTNmLTY3ZWNiMTQzNmViZCJ9.maJHUWXt5flq4oINIrM99yjwaYia6YwQSLWgajIHs-g" class="fr-fic fr-fil fr-dib" width="720" height="335"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Mapping customer records</span></strong></p><p><br></p><p>Once each client is mapped, click the &quot;Import Clients&quot; button under the table.</p><p><br></p><p><strong><span style="font-size: 14pt;">Assets and Data Centres</span></strong></p><p>Both assets and data centres in Xensam will be imported as Halo assets. The behaviour of how these are imported is configured in the &quot;Asset Import Settings&quot; section.</p><p><br></p><ul><li data-pasted="true"><strong>Default Site:&nbsp;</strong>Assets will be assigned to this Site if they are not linked to a User during the import.</li><li><strong>Default Group for new Asset Types:&nbsp;</strong>Sets the asset group newly created asset types will be assigned to. Xensam Asset Types are matched to existing Halo Asset Types via their name.</li><li data-pasted="true"><strong>Determining an Asset&#39;s type:&nbsp;</strong>Sets how the asset type is determined.<ul style="list-style-type: disc;"><li><strong>Use the same type for all Assets:&nbsp;</strong>Assigns all assets to a set asset type.</li><li><strong>Use a field to determine each Asset&#39;s type:</strong> A set field will be used for determining an asset&#39;s type. New types will be created automatically if no type exists with a description matching the fields value. If the asset type creation fails, it will be assigned to a set default asset type.</li><li><strong>Determine Asset Type using rules:&nbsp;</strong>Criteria can be mapped to asset types based on values in Halo fields. If an asset cannot match via this field, it will be assigned to a set default asset type.</li></ul></li><li><strong>Default Asset Type:&nbsp;</strong>Sets the asset type that will be used as the default, either if using the same type for all assets or as a catch all if attempting to match.</li><li><strong>Asset Matching Field:&nbsp;</strong>This field is used to match Assets to existing records. If matched, the record will be updated.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhODQzNzAzLTM0MzYtNGQ0MC1hNjA0LTk1NmJlNzZiYjZmOCJ9.GW0igXc_VZSib66akQm4MPL8kfLYPwCKuS5099lNsjM" class="fr-fic fr-fil fr-dib" width="837" height="834"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Asset configuration</span></strong></p><p><br></p><p>Following setting those defaults, field mappings can be added for both assets and data centres separately.</p><p><br></p><p>The asset field mappings can be set first. Click the &quot;Add&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2ODNmNTcyLTE4ODYtNDMwMS1hY2QyLWE1MjgyYWE3MzVhNSJ9.FQpcFbqqKYfmSH_x1V5xvBoL-d5nqrtqGRqNuO0UtUw" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 236.735px;" height="237"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Asset field mappings&nbsp;</span></strong></p><p><br></p><p data-pasted="true">A popup will show to map the asset fields. Both asset fields and custom fields of entity &quot;Asset&quot; can be mapped here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1YTc4NTYyLTg1NjYtNDFmZS1hOTFmLWE1NjAyZjAwMGRmNyJ9.en2yN9I7ZrGj2FuuLHns_nYZH6I7XfqmVJYOpyuTSYo" class="fr-fic fr-fil fr-dib" width="718" height="493"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Mapping asset fields</span></strong></p><p><br></p><p data-pasted="true">Once each asset is mapped, click the &quot;Import Assets&quot; button under the field mappings table.</p><p><br></p><p>The same process can then be repeated with Data Centres. Click the &quot;Add&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjMjJkMGZjLTVhYzEtNGMwYS1hYmJiLTYzZmE3MjBmOTgyNCJ9.mCPVXW0vkh357oEXlyUzJ3NvfRmXFj4PRwJtJFM_uV4" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 226.714px;" height="227"></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Data Centre field mappings</span></strong></p><p><br></p><p data-pasted="true">A popup will show to map the asset fields for data centres. Both asset fields and custom fields of entity &quot;Asset&quot; can be mapped here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MGJkNTExLWZjYWUtNDcyNy1hMGFiLTRlZjY0ZTVjZmJiOSJ9.d3alTB3YI6T6FZDgvG6sD9Xc26pg1xB8BCrl13FrO8g" class="fr-fic fr-fil fr-dib" width="715" height="493"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Mapping asset fields for data centres</span></strong></p><p><br></p><p data-pasted="true">Once each data centre is mapped, click the &quot;Import Data Centre&quot; button under the table.</p><p><br></p><p><strong><span style="font-size: 14pt;">Software Licences</span></strong></p><p>Software licences can be imported. These will be assigned to the client record, and will not be associated to individual asset records.</p><p><br></p><p data-pasted="true">Click the &quot;Import Software Licences&quot; button under the table. Ensure clients have been mapped and imported previous to this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiODVjZGRhLTU1OTItNDIyNy04ZDdjLTRmOTU3MDY5ZTIzNyJ9.Eq-PGAKN46nsy4X4E_mhP74W0-pKOpKCFRLZbldnNdQ" class="fr-fic fr-fil fr-dib" width="609" height="160"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Importing software licences</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator</span></strong></p><p>To import each of these on a recurring basis, enable the Halo Integrator and choose which entities to sync.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmZjEyYTg0LTY4NDgtNGQzNy05ZGMyLTRkNTg3OGMwNjUwMSJ9.mfBBGfAcDH5L_X4-O9xYZNkldczDt8o1RUQ_UPXFTYk" class="fr-fic fr-fil fr-dib" width="1109" height="299"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Enabling the Halo Integrator</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Miscellaneous</span></strong></p><p>Following enabling the integrator, some miscellaneous settings that also be enabled to change the behaviour of how assets are updated.</p><p><br></p><ul><li data-pasted="true"><strong>Deactivate Assets in Halo when they are deleted from Xensam (Halo Integrator only):</strong> If assets are deleted in Xensam, they will be made inactive in Halo (via the &quot;Active&quot; checkbox) when syncing via the Halo Integrator.</li><li data-pasted="true"><strong>Do not update an Asset&#39;s type if the Asset already exists:</strong> If enabled, pre-existing assets will not have their asset type updated (if different in Xensam).</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3MTY2Mzc4LTQzODUtNDFkOC05NGE2LWE2OWIzNDcwMmRiOCJ9.2ok1_kKlY1BR6XmAwjtHEm0tCMTXkjmle_SWs1uPexc" class="fr-fic fr-fil fr-dib" width="579" height="149"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. Miscellaneous 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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Genesys Integration?</strong></p><p><strong>- Enabling Call Management&nbsp;</strong></p><p><strong>- Connecting Genesys</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Genesys Integration?</span></strong></p><p>Genesys can be integrated with Halo to display the call screen when a call is received from Genesys.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Call Management</span></strong></p><p>First, ensure that your Call Management module is enabled. Head to Configuration &gt; Call Management.</p><p><br></p><p>Hover over the module, if a &quot;+&quot; icon shows, click this to enable the module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1YzRjM2Y1LWMyNDYtNGQ3Yi1iM2Q5LWVkYmZhMDJmMTM2MiJ9.GMwZl-z8M9fZczqs5PAF7Dc0M05-WgZIeM7IkLuG6Gk" class="fr-fic fr-fil fr-dib" width="110" height="126"></p><p><strong><span style="font-size: 10pt;">Fig 1. Call Management module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting Genesys</span></strong></p><p>Click into the module, then select &quot;General Settings&quot;.</p><p><br></p><p>You will see a URL at the top, which will be the URL Genesys will open when answering a call. Copy this for later.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZjNhZmRhLTRhNzctNDU0ZS05NGRjLTc0ZGUyYjNmY2FkNSJ9.Lco26swopYe1vBSgf1hkZMsuDWKAmqzU5JktH5Y4Nyw" class="fr-fic fr-fil fr-dib" width="1363" height="190"></p><p><strong><span style="font-size: 10pt;">Fig 2. URL for call software popups</span></strong></p><p><br></p><p>First, install the <a href="https://help.genesys.cloud/articles/install-the-genesys-cloud-browser-extensions/" target="_blank" rel="noopener noreferrer"><strong>browser extension</strong></a> for &quot;Genesys Cloud for Chrome&quot; or &quot;Genesys Cloud for Firefox&quot;, and follow the setup instructions on the extension.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxZWYxYjBiLTE2ODItNDRhMi1iODMwLWVlYWNmYWE3ZmFlNSJ9.SFlWunLnrSSq68TvJwbCq-umteFDX8eMZJpayThRqO0" class="fr-fic fr-fil fr-dib" width="924" height="751"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Genesys Chrome extension</span></strong></p><p><br></p><p data-pasted="true">Then in Genesys Architect, create an <a href="https://help.genesys.cloud/articles/create-a-flow/" target="_blank" rel="noopener noreferrer"><strong>inbound call flow</strong></a>.</p><p><br></p><p>Add a &quot;Set Participant Data&quot; action with the attribute name as &quot;BR_URLPop&quot;.</p><p><br></p><p>Toggle the &quot;Value to Assign&quot; format to &quot;Expression&quot;, then set the following.</p><p><br></p><ul><li><strong>If phone numbers are prefixed with &#39;tel:&#39;:&nbsp;</strong>Append(&quot;https://[YOURHALOURL]/call?inboundactive=true&amp;callerid=&quot;, Replace(Call.Ani, &quot;tel:&quot;, &quot;&quot;))</li><li><strong>If phone numbers are not prefixed:</strong> Append(&quot;https://[YOURHALOURL]/call?inboundactive=true&amp;callerid=&quot;, Call.Ani)</li></ul><p><br></p><p data-pasted="true">Add a &quot;<a href="https://help.genesys.cloud/articles/transfer-acd-action/" target="_blank" rel="noopener noreferrer"><strong>Transfer to ACD</strong></a>&quot; action to queue/route the call.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4YjQ2MjdlLTdjYTktNDllMS04MDRjLTg1ZjRlNTUzZjdjYiJ9.q0qXAaz6hFJA0_UbR5rKqVBDzegprvplkR-qDC1ets4" class="fr-fic fr-fil fr-dib" width="445" height="576"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Creating an inbound call flow</span></strong></p><p><br></p><p>When receiving a call via Genesys, it will also now open the Halo new call screen, and match the phone number to a user if there is one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMTMxZDQ3LTViNzItNGY4Zi1hN2Q2LTQzNWFiYjNiMjU4MSJ9.oBm6WQ-LPe06TSLXIb9dsynYIJDZuzmeav-m2KTiQiQ" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 837.039px;" height="837"></p><p><strong><span style="font-size: 10pt;">Fig 5. Call screen</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Opsgenie Integration?</strong></p><p><strong>- Enabling the Opsgenie Integration</strong></p><p><strong>- Creating an API Key in Opsgenie</strong></p><p><strong>- Triggering the Runbook</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is the Opsgenie Integration?</span></strong></p><p>The Opsgenie integration can create an alert in Opsgenie when a P1 ticket is raised in Halo.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Opsgenie Integration</span></strong></p><p>In Configuration &gt; Integrations, find the Opsgenie module in the &quot;Incident Management&quot; section. Hover over the module, and click the plus &quot;+&quot; icon to enable it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMzFjZjVjLTk3YWYtNGJmYS1hMjhkLTc3OGY3ZGEzNTVjZSJ9.ixTIGRseGSwnsYQ1kKd5G-ZLYAfSDKAxb8OLlzhR8nU" class="fr-fic fr-fil fr-dib" width="245" height="149"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an API Key in Opsgenie</span></strong></p><p>Clicking into the Opsgenie module, the credentials can be set here.</p><p><br></p><ul><li><strong>Region:&nbsp;</strong>Region your Opsgenie instance uses.</li><li><strong>Instance URL:</strong> URL of your Opsgenie instance.</li><li><strong>API Key:&nbsp;</strong>The API key from the &quot;Settings&quot; page in Opsgenie.</li></ul><p><br></p><p>API Keys are <a href="https://support.atlassian.com/opsgenie/docs/api-key-management/" target="_blank" rel="noopener noreferrer"><strong>generated in Opsgenie</strong></a>, and if linked to a specific team in Opsgenie, will automatically set the responder for the alert.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkNDkzNDRiLTI1NjQtNDBjMy05YTNhLThlYThjM2IwZWJmYSJ9.PEBPiwHnAL2zH8iiibdxuLrdO2Y9m8F3YafE-3QPzWw" class="fr-fic fr-fil fr-dib" width="605" height="383"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Connecting to Opsgenie</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Triggering the Runbook</span></strong></p><p>Once connected, click the &quot;Opsgenie Runbook&quot; button to view the runbook. This is downloaded when enabling the module, so ensure that has been done first.</p><p><br></p><p>This runbook can also be found by navigating to Configuration &gt; Integrations &gt; Custom Integrations &gt; Integration Runbooks &gt; &quot;Opsgenie Alert&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxYjYyYWUxLWRiN2EtNDYzMC1hMmUwLTUyOTNhOGY0MWJjNyJ9.5OM28LPFCqz0G-NIlxSqH7Idc9koCYElNb8i2IAB_RM" class="fr-fic fr-fil fr-dib" width="880" height="168"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Navigating to the runbook</span></strong></p><p><br></p><p>The Opsgenie runbook is configured to create an alert in Opsgenie, then update the Halo ticket with the ID of the alert in Opsgenie. If any other behaviours are desired, such as closing the alert once resolved, the runbook can be edited accordingly. The contents of the alerts can also be customised the same way.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4MTlmMjNmLWEyN2EtNGUzMi04MDAzLWEyNjFlNTMzMzlkNSJ9.V2e0HLmVmJWtGFqAidP0UFKEV84X96TX1w61Uy49OAg" class="fr-fic fr-fil fr-dib" width="1301" height="594"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Opsgenie runbook</span></strong></p><p><br></p><p>In the &quot;Details&quot; tab, use the &quot;Events&quot; table to configure when the runbook will trigger. For example, this one will run whenever a P1 ticket is logged in Halo. The body of the runbook step is configured to log a P1 alert in Opsgenie, so this will match the best.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhMWY1ZmRiLTBmZTctNDlkZi05NDMxLTEwZmFjMzAwNTE3ZiJ9.TZpjoMt0_yal_lMBcA5e99CmDvaPvGCyK5V5Jyu1-QI" class="fr-fic fr-fil fr-dib" width="1699" style="width: 1701px; height: 311.516px;" height="312"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Triggering the runbook</span></strong></p><p><br></p><p>Tickets that have an Opsgenie alert logged from them will show the Opsgenie ID in the &quot;Third Party ID&quot; field, and this will link to the alert in Opsgenie.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlYjVjMjEwLWQyZTktNDAwMi04YTQyLTM2YWRmZjhmMDllNiJ9.F-9nFuEOTGd3HkTYjMlZYBp6cpHIFAhfRfvfXh18Vfc" class="fr-fic fr-fil fr-dib" width="237" height="276"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. Opsgenie ID and link showing in the ticket details</span></strong></p><p><br></p>

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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; } 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><span style="font-size: 14pt;"><strong>Supplier XLS template fields</strong></span></p><table class="styled-table grid" style="width: 100%; height: 690px;"><colgroup><col style="width: 26.9729%;"></colgroup> <colgroup><col style="width: 35.5874%;"></colgroup> <colgroup><col style="width: 37.4397%;"></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;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 47px;"><td>Name<br></td><td><p data-pasted="true">Supplier Name</p></td><td style="text-align: left;"><strong>Mandatory field.</strong> Set in the Details tab of a Supplier. This is the Company name of the Supplier.<br></td></tr><tr style="height: 47px;"><td>AccountsID<br></td><td><p data-pasted="true">Accounts ID</p></td><td style="text-align: left;">Settings tab of a Supplier. This is the ID used for to identify this Supplier in Accounting Integrations.&nbsp;</td></tr><tr style="height: 47px;"><td>Phone1</td><td><p data-pasted="true">Phone Number</p></td><td style="text-align: left;">Details tab of a Supplier. This is the phone number of the Supplier.<br></td></tr><tr style="height: 47px;"><td>Phone2<br></td><td><p data-pasted="true">Phone Number 2</p></td><td style="text-align: left;">Details tab of a Supplier. This is the second phone number of the Supplier.<br></td></tr><tr style="height: 47px;"><td>Phone3<br></td><td><p data-pasted="true">Phone Number 3</p></td><td style="text-align: left;">Details tab of a Supplier. This is the phone number of the Supplier.<br></td></tr><tr style="height: 47px;"><td>Notes<br></td><td>Notes</td><td style="text-align: left;">Details tab of a &nbsp;Supplier. These are notes about the Supplier.&nbsp;<br></td></tr><tr style="height: 47px;"><td>EmailAddress<br></td><td><p data-pasted="true">Billing Email Address</p></td><td style="text-align: left;">Details tab of a Supplier. This is the email address used to contact the Supplier.&nbsp;</td></tr><tr style="height: 70px;"><td>EmailDomain<br></td><td><p data-pasted="true">Domain Name(s)</p></td><td style="text-align: left;">Settings tab of a Supplier. The Domain of emails from this &nbsp;Supplier. This is used for Domain matching to assign Tickets to the correct Supplier even when no User is matched.&nbsp;</td></tr><tr style="height: 47px;"><td>Address<br></td><td>Address<br></td><td style="text-align: left;">Details tab of a Supplier. This is the address of the Supplier. &nbsp;&nbsp;<br></td></tr><tr style="height: 47px;"><td>Website<br></td><td><p data-pasted="true">Web site</p></td><td style="text-align: left;">Details tab of a Supplier. This is the Supplier&#39;s website. &nbsp;&nbsp;<br></td></tr><tr style="height: 47px;"><td>ContactName<br></td><td><p data-pasted="true">Contact Name</p></td><td style="text-align: left;">Details tab of a Supplier. The name of the main contract at this Supplier. &nbsp;<br></td></tr><tr style="height: 47px;"><td>ContactPosition<br></td><td><p data-pasted="true">Contact Title</p></td><td style="text-align: left;">Details tab of a Supplier. The position of the main contact at this Supplier. &nbsp;&nbsp;<br></td></tr><tr style="height: 47px;"><td>Mobile<br></td><td><p data-pasted="true">Mobile Number</p></td><td style="text-align: left;">Details tab of a Supplier. &nbsp;This is the mobile phone number of a contact at this Supplier.</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><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><span style="font-size: 14pt;"><strong>Action XLS template fields&nbsp;</strong></span></p><table class="styled-table grid" style="width: 100%; height: 584px;"><colgroup><col style="width: 26.971%;"></colgroup> <colgroup><col style="width: 35.6017%;"></colgroup> <colgroup><col style="width: 37.4274%;"></colgroup><tbody><tr style="height: 30px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 93px;"><td id="name">Name<br></td><td>Name<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.</strong> Details tab of a Service. This is the name of the Service as it will show in the Agent Application, and the Portal (unless overridden by setting the Portal Display Name).<br></td></tr><tr style="height: 47px;"><td>ServiceCategory<br></td><td><p data-pasted="true">Service Category</p></td><td style="text-align: left;"><strong>Mandatory field.</strong> Details tab of a Service. This groups the Service into the chosen Category&nbsp;<br></td></tr><tr style="height: 47px;"><td>ServiceTicketType<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when a Service Request is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Service Request Details. This should only be set if neither ServiceTemplate, nor ServiceURL are set. This determines the Ticket Type logged when this Service is requested.<br></td></tr><tr style="height: 47px;"><td>ServiceTemplate<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when a Service Request is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Service Request Details. This should only be set if neither ServiceTicketType, nor ServiceURL are set. This determines the Ticket Template logged when this Service is requested.<br></td></tr><tr style="height: 47px;"><td>ServiceURL<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when a Service Request is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Service Request Details. This should only be set if neither ServiceTicketType, nor ServiceTemplate are set. This determines the URL to open when this Service is requested.&nbsp;<br></td></tr><tr><td>IncidentTicketType<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when a Service Request is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Incident Details. This should only be set if neither IncidentTemplate, nor IncidentURL are set. This determines the Ticket Type logged when an Incident is logged against this Service.<br></td></tr><tr style="height: 65px;"><td>IncidentTemplate<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when a Service Request is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Incident Details. This should only be set if neither IncidentTicketType, nor IncidentURL are set. This determines the TicketTemplate logged when an Incident is logged against this Service.<br></td></tr><tr><td>IncidentURL<br></td><td><p data-pasted="true">Choose to use a specific Ticket Type or Template when an Incident &nbsp;is logged, or to open a Custom URL, or to select an item.</p></td><td style="text-align: left;">Configuration tab of a Service, when adding Incident Details. This should only be set if neither IncidentTicketType, nor IncidentTemplate are set. This determines the URL to open when an Incident is logged against this Service.<br></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><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><span style="font-size: 14pt;"><strong>Action XLS template fields&nbsp;</strong></span></p><table class="styled-table grid" style="width: 100%; height: 337px;"><colgroup><col style="width: 26.971%;"></colgroup> <colgroup><col style="width: 35.6017%;"></colgroup> <colgroup><col style="width: 37.4274%;"></colgroup><tbody><tr style="height: 30px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 51px;"><td id="name">RequestID<br></td><td>Ticket ID&nbsp;</td><td style="text-align: left;"><p><strong>Mandatory field.&nbsp;</strong>Automatically set upon creation of a Ticket.</p></td></tr><tr style="height: 47px;"><td>ActionDate<br></td><td>Date Done</td><td style="text-align: left;">Shown on the top right of an Action when completed. This can be a field on the Action, otherwise it is set automatically based on the current time and time taken. When left unset on the spreadsheet this will use today&#39;s date. &nbsp;</td></tr><tr style="height: 47px;"><td>Note<br></td><td><p data-pasted="true">Note</p></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Action Note. The main body of text on an Action.</td></tr><tr style="height: 47px;"><td>ActionWho<br></td><td><p data-pasted="true">Agent</p></td><td style="text-align: left;">The Agent performing the Action.</td></tr><tr style="height: 47px;"><td>TimeTaken<br></td><td>Time Taken<br></td><td style="text-align: left;">This can be a field on the Action, otherwise it is set automatically based on the time spent on the Action.&nbsp;<br></td></tr></tbody></table><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; 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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><span style="font-size: 14pt;"><strong>Ticket XLS template fields&nbsp;</strong></span></p><table class="styled-table grid" style="width: 100%; height: 1619px;"><colgroup><col style="width: 26.971%;"></colgroup> <colgroup><col style="width: 35.6017%;"></colgroup> <colgroup><col style="width: 37.4274%;"></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;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 70px;"><td id="name">RequestID<br></td><td>Ticket ID&nbsp;</td><td style="text-align: left;">Automatically set upon creation of a Ticket. When left blank in the spreadsheet this will automatically populate with the next ID sequentially based on the existing Ticket IDs. &nbsp;</td></tr><tr style="height: 70px;"><td>ClientName<br></td><td>End-User details</td><td style="text-align: left;">Details tab of a Ticket. In the import spreadsheet this should be the name of the Client. In Halo this will show as User/Client/Site. This will be the Client the Ticket is stored against.<br></td></tr><tr style="height: 70px;"><td>SiteName<br></td><td><p data-pasted="true">End-User details</p></td><td style="text-align: left;">Details tab of a Ticket. In the import spreadsheet this should be the name of the Site. In Halo this will show as User/Client/Site. This will be the Site the Ticket is stored against.<br></td></tr><tr style="height: 70px;"><td>Username<br></td><td><p data-pasted="true">End-User details</p></td><td style="text-align: left;">Details tab of a Ticket. In the import spreadsheet this should be the name of the User of the Ticket. In Halo this will show as User/Client/Site. this will be the End-User of the Ticket.<br></td></tr><tr style="height: 47px;"><td>Summary<br></td><td>Summary&nbsp;</td><td style="text-align: left;">Details tab of a Ticket. This is the short description of the Ticket.</td></tr><tr style="height: 70px;"><td>Details<br></td><td>Details&nbsp;</td><td style="text-align: left;">Details tab of a Ticket. This is the main body of the Ticket. When imported this will show as the opening Action.<br></td></tr><tr style="height: 70px;"><td>Category<br></td><td>Category 1<br></td><td style="text-align: left;">The location and name of this field varies depending on your configuration. This is a categorisation category for your Ticket.&nbsp;<br></td></tr><tr style="height: 70px;"><td>Category2<br></td><td>Category 2<br></td><td style="text-align: left;">The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket.&nbsp;<br></td></tr><tr style="height: 70px;"><td>Category3<br></td><td>Category 3<br></td><td style="text-align: left;">The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket.&nbsp;<br></td></tr><tr style="height: 70px;"><td>Category4<br></td><td><p data-pasted="true">Category 4</p></td><td style="text-align: left;">The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket.&nbsp;<br></td></tr><tr style="height: 47px;"><td>Status<br></td><td><p data-pasted="true">Status</p></td><td style="text-align: left;">Details tab of a Ticket (Ticket information). Determines the current status of the Ticket.&nbsp;<br></td></tr><tr style="height: 70px;"><td>AssignedTo<br></td><td><p data-pasted="true">Team/Assigned Agent</p></td><td style="text-align: left;">Details tab of a Ticket (Ticket information). Determines the Agent assigned the Ticket. In Halo this will show as Agent/Team.<br></td></tr><tr style="height: 70px;"><td>Team</td><td>Team/Assigned Agent<br></td><td style="text-align: left;">Details tab of a Ticket (Ticket information). Determines the Team assigned the Ticket. In Halo this will show as Agent/Team.<br></td></tr><tr style="height: 70px;"><td>RequestType</td><td>Ticket Type</td><td style="text-align: left;">Details tab of a Ticket. Typically determined when logging a Ticket depending on Area, source, or chosen value.&nbsp;</td></tr><tr style="height: 70px;"><td>SLA</td><td>Service Level Agreement<br></td><td style="text-align: left;">Details tab of a Ticket (Ticket information). Typically applied via a Ticket Rule to inform the expected response and resolution target for the Ticket.&nbsp;<br></td></tr><tr style="height: 70px;"><td>Priority<br></td><td>Priority<br></td><td style="text-align: left;">Details tab of a Ticket (Ticket information) as part of the SLA. Typically applied via a Ticket Rule to inform the expected response and resolution target for the Ticket.&nbsp;<br></td></tr><tr style="height: 47px;"><td>OpportunityEmailAddress</td><td><p data-pasted="true">Email Address</p></td><td style="text-align: left;">Details tab of a Sales Ticket. This is the Contact&#39;s Email Address.<br></td></tr><tr style="height: 70px;"><td>OpportunityAddress1<br></td><td><p data-pasted="true">Address Line 1</p></td><td style="text-align: left;">Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 1st Line of their Address.&nbsp;<br></td></tr><tr style="height: 70px;"><td>OpportunityAddress2<br></td><td><p data-pasted="true">Address Line 2</p></td><td style="text-align: left;">Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 2nd Line of their Address.&nbsp;<br></td></tr><tr style="height: 70px;"><td>OpportunityAddress3<br></td><td><p data-pasted="true">Address Line 3</p></td><td style="text-align: left;">Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 3rd Line of their Address.&nbsp;<br></td></tr><tr style="height: 70px;"><td>OpportunityAddress4<br></td><td><p data-pasted="true">Address Line 4</p></td><td style="text-align: left;">Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 4th Line of their Address.&nbsp;<br></td></tr><tr style="height: 70px;"><td>OpportunityPostCode<br></td><td>Post/Zip Code</td><td style="text-align: left;">Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to their Postcode/Zip Code.<br></td></tr><tr style="height: 47px;"><td>OpportunityValue<br></td><td><p data-pasted="true">Potential Value</p></td><td style="text-align: left;">Details tab of a Sales Ticket. Used to predict the monetary value of a potential Client.&nbsp;</td></tr><tr style="height: 47px;"><td>OpportunityConversionProbability<br></td><td>Conversion Probability<br></td><td style="text-align: left;">Details tab of a Sales Ticket. This is often tied to an Action such as &quot;Qualify&quot;. Used to predict the likelihood of a potential Client becoming an official Client.&nbsp;&nbsp;<br></td></tr></tbody></table><p><br></p>

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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><span style="font-size: 14pt;"><strong>Asset Type XLS template fields</strong></span></p><table class="styled-table grid" style="width: 100%; height: 216px;"><colgroup><col style="width: 26.9729%;"></colgroup> <colgroup><col style="width: 35.5874%;"></colgroup> <colgroup><col style="width: 37.4397%;"></colgroup><tbody><tr style="height: 30px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 30px;"><td>Name&nbsp;<br></td><td>Name</td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.</strong> Details tab of an Asset Type. This is the name of Asset Type used to categorise and determine the configuration of Assets.<br></td></tr><tr style="height: 30px;"><td>Group<br></td><td>Asset Group&nbsp;<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Details tab of an Asset Type. This is the group used to categorise Asset Types.&nbsp;<br></td></tr><tr style="height: 47px;"><td>Notes<br></td><td>Notes<br></td><td style="text-align: left;">Details tab of an Asset Type. These are notes about the Asset Type.&nbsp;</td></tr></tbody></table><p><br></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; 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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><span style="font-size: 14pt;"><strong>Asset XLS template fields</strong></span></p><table class="styled-table grid" style="width: 100%; height: 1067px;"><colgroup><col style="width: 26.9729%;"></colgroup> <colgroup><col style="width: 35.5874%;"></colgroup> <colgroup><col style="width: 37.4397%;"></colgroup><tbody><tr style="height: 30px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr><td>CustomerName&nbsp;<br></td><td>Site<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.</strong> Details tab of an Asset. In the import spreadsheet this should be the name of the Client. In Halo this will show as Client/Site, and is set in the &quot;Site&quot; field.<br></td></tr><tr><td>SiteName<br></td><td>Site<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Details tab of an Asset. In the import spreadsheet this should be the name of the Site the Asset is located at. In Halo this will show as Client/Site.<br></td></tr><tr style="height: 47px;"><td>DeviceType<br></td><td>Asset Type</td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Details tab of an Asset. Sets the Asset Type of the Asset.<br></td></tr><tr><td>AssetTag<br></td><td><p data-pasted="true">Asset Number</p></td><td style="text-align: left;">Details tab of an Asset. Sets the Asset Number of the Asset.<br></td></tr><tr style="height: 70px;"><td>User<br></td><td>Users</td><td style="text-align: left;">Relationships tab of an Asset. Determines who the Asset is assigned to. Users are added by clicking the &quot;Add User&quot; option, the searching for Users.</td></tr><tr><td>Notes<br></td><td>Notes</td><td style="text-align: left;">Details tab of an Asset. These are Notes about the Asset.&nbsp;<br></td></tr><tr style="height: 47px;"><td>SLA<br></td><td><p data-pasted="true">Service Level Agreement</p></td><td style="text-align: left;">Details tab of an Asset. The default SLA for this Asset. If set, this will override the Ticket SLA.<br></td></tr><tr><td>Priority<br></td><td><p data-pasted="true">Priority</p></td><td style="text-align: left;">Details tab of an Asset. The default priority for this Asset. If set, this will override the Ticket priority.<br></td></tr><tr><td>Supplier</td><td><p data-pasted="true">Supplier</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The Supplier of the Asset.&nbsp;<br></td></tr><tr><td>WarrantyStartDate<br></td><td><p data-pasted="true">Parts Warranty Start</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The start date of the Asset&#39;s warranty.<br></td></tr><tr><td>WarrantyEndDate<br></td><td><p data-pasted="true">Parts Warranty End</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The end date of the Asset&#39;s warranty.&nbsp;<br></td></tr><tr><td>LabourWarrantyStartDate<br></td><td><p data-pasted="true">Labour Warranty Start</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The start date of the Asset&#39;s labour warranty.&nbsp;<br></td></tr><tr><td>LabourWarrantyEndDate</td><td><p data-pasted="true">Labour Warranty End</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The end date of the Asset&#39;s labour warranty.&nbsp;<br></td></tr><tr style="height: 47px;"><td id="name">SupplierSLA<br></td><td><p data-pasted="true">Service Level Agreement</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The default SLA for Suppliers. When set, this will override the Agreement/Contract SLA.</td></tr><tr style="height: 47px;"><td>SupplierPriority<br></td><td><p data-pasted="true">Priority</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. The default priority for Suppliers. When set, this will override the Agreement/Contract priority.&nbsp;<br></td></tr><tr style="height: 47px;"><td>SupplierStartDate<br></td><td><p data-pasted="true">Purchase Date</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. Purchase date of the Asset.&nbsp;<br></td></tr><tr style="height: 47px;"><td>SupplierEndDate<br></td><td>Legacy Warranty Field<br></td><td style="text-align: left;">This is a Legacy field.<br></td></tr><tr style="height: 43px;"><td>SupplierReference<br></td><td><p data-pasted="true">Reference</p></td><td style="text-align: left;">Supplier &amp; Maintenance tab of an Asset. Asset reference number for the Supplier.<br></td></tr><tr style="height: 47px;"><td>ParentTag<br></td><td>Upstream Relationships<br></td><td style="text-align: left;">Relationships tab of an Asset. Sets a &quot;connected to&quot; upstream relationship with the Asset specified. This will need to be set to the connected Asset&#39;s Asset tag.&nbsp;</td></tr><tr style="height: 47px;"><td>AFAccount Number</td><td><p data-pasted="true">Account Number</p></td><td style="text-align: left;">Details tab of an Asset. The Asset&#39;s Account number.<br></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><strong>In this guide we will cover:</strong></p><p><strong>- Steps to Find a Missing Action</strong></p><p><br></p><p><br></p><p data-pasted="true">You may find that a certain action is not showing on a ticket where you would want it to. This guide will cover common places to check, explaining the logic throughout.</p><p><br></p><p>If you have any issues locating an entity following this guide, please contact support for further assistance.</p><p><br></p><p><strong><span style="font-size: 14pt;">Is it allowed on the ticket type?</span></strong></p><p>The first place actions can be restricted is on the ticket type itself. In Configuration &gt; Tickets &gt; Ticket Types, select the &quot;Allowed Values&quot; tab.</p><p><br></p><p>If the option to &quot;Allow All Actions&quot; is disabled, a table will show underneath to choose the actions that the ticket type can use. If this table is left blank, no actions will show on the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5Y2ZlMGNkLTcwMmMtNDg3MC05M2UwLWY0MzU4ZGM4NTZmOCJ9.tQeqpZ25Bz73qPQhTMmDwqJnRGtOzteInuxhvZVDoxM" class="fr-fic fr-fil fr-dib" width="1677" style="width: 1679px; height: 386.406px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 1. Restricting actions on the ticket type</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Is it restricted by a workflow step?</span></strong></p><p>If there is a workflow against the ticket, navigate to Configuration &gt; Tickets &gt; Workflows to look at the configuration of it.&nbsp;</p><p><br></p><p>Workflow steps will restrict the actions available on a ticket, when currently on that step. For example, the only action that will be available on the first step of this workflow is &quot;Triage&quot;, which after using it will move to the next step where other actions become available.</p><p><br></p><p>The allowed actions on the ticket type will be added on top of this, so if &quot;Triage&quot; is not allowed on the ticket type this workflow is used on, no actions will show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1MGU0NjQ5LTRiYTktNDQzZi1hNjZiLTNiMDY4MDA5ZjM5MyJ9.odSCynLq3rh3gBVUGiq5sg6KZkJxIWOt7yuk9psRTj0" class="fr-fic fr-fil fr-dib" width="1237" height="748"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Restricting actions on the workflow step</span></strong></p><p><br></p><p>Within the step, any allowed actions will show as &quot;Allow use of Action &quot;[Action Name]&quot;&quot;.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5YmI4YjYzLWViMzItNGQ4NC04NWQ2LWFkMzE2NjUzYmU0NCJ9.1yNMz6RWL1kRysAZuZGidULChCn0-actrzyXOkSi3Yc" width="1687" height="604" 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: 1689px; height: 603.645px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Choosing which actions to allow on the workflow step</span></strong></p><p><br></p><p>Editing that line will show the option to &quot;Restrict access to this Action&quot;, which will add another additional restriction layer. This can be done by qualities of the logged in agent, the team the ticket is assigned to, etc.</p><p><br></p><p>For example, the &quot;Triage&quot; action will now only show if allowed on the ticket type, the ticket is on this step of the workflow, and the agent looking at the ticket is the &quot;Team Leader&quot; of any of the support teams.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwZTU1MDIyLTQ3YjItNGFlNC05Zjk2LWY0MDMxNTk0MmQ0ZSJ9.z-AlmDrEBkzk7T7WsrJSjsyu1hEFvi-1Ijj971B00Ws" class="fr-fic fr-fil fr-dib" width="711" height="898"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Adding additional action restrictions on the workflow step</span></strong></p><p><br></p><p>The exception to workflow step restrictions can be set in the &quot;Details&quot; tab of the workflow. Actions added here can be used at any step of the workflow, so will only be restricted by the ticket type allowed actions, etc.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjMGEyZWQ5LTg0NzgtNDIzYy1hMGM2LTRkYWI2NjEzMWE5ZCJ9.tLyjZQyrWj6jqwxYITS27uh6kZF2PHWv2HeUac5VrPM" class="fr-fic fr-fil fr-dib" width="757" height="561"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Allowing actions on every step of a workflow</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Is the action button visible?</span></strong></p><p data-pasted="true">In Configuration &gt; Tickets &gt; Actions, a few options are available to hide the action button.</p><p><br></p><ul><li><strong>Action button is visible:</strong> This hides the action completely and essentially makes the action inactive.</li><li><strong>Action is visible outside of Workflows:&nbsp;</strong>The action can only be seen if made available via a workflow. If using &quot;Allowed Values&quot; on the ticket type only, it will not show.</li><li data-pasted="true"><strong>Action Configuration Access Type:</strong> This determines if the action will appear in dropdowns when adding actions to a workflow. If set to &quot;Workflow-specific action&quot;, the agent created the workflow will need access control to the action.</li><li data-pasted="true"><strong>Hide from Ticket header:</strong> The action is hidden from the action bar on tickets, and is only available for use via automation/API.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzYWU0YjdiLTBmYzEtNDBkOC04MWY4LTQ5ODY0OTcyYmMzMCJ9.GmDiXIW2MOdpgzrPIROQEuf5fueTtetmPwwH9VJuEmA" class="fr-fic fr-fil fr-dib" width="693" height="508"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Hiding the action button</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Does the agent have permission to the entity that system use references?</span></strong></p><p>If the action has a system use, the action button will only show to agents who have the relevant permission for what that action does.</p><p><br></p><p>For example, this action will create a quotation. If the agent does not have the &quot;Quotations Access Level&quot; permission set to be able to modify quotations, the action will not show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjZWI3MWYyLWY2MGQtNDQwZC05YWViLWE3NWY5YzA1YWQ2YiJ9.A33ywP3lv5Dma9YIcAlKIJmuZh9KT2Gx11CWmA2Ytsk" class="fr-fic fr-fil fr-dib" width="1215" height="466"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Setting a system use on an action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Does the user have permission to use the action?</span></strong></p><p>If the action is intended for a user, this will need to be enabled on the action for it to show on the Self-Service Portal. Navigate to Configuration &gt; Tickets &gt; Actions.</p><p><br></p><ul><li><strong>Allow Users to use this action:&nbsp;</strong>Allows the action to show on the portal.</li><li><strong>Hide Action button on the User Portal:&nbsp;</strong>Shows when above is enabled. Hides the action on the user portal, but still allows use of the action via the <a href="https://usehalo.com/haloitsm/guides/2222" target="_blank" rel="noopener noreferrer"><strong>$-LINKTOUSERACTION variable</strong></a>.</li></ul><p><br></p><p><strong><em>Note: The option to show an action to a user is not available with all action system uses.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkOTZlNWI1LWYxYzgtNDNkMS05NDM2LTU5Mjk2MGM1YmIyZSJ9.HiuuWneUnOyQ7lhdqr-88UJLaFaK5ligO26pnU2jYV4" class="fr-fic fr-fil fr-dib" width="910" height="465"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Restricting actions for users</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Are actions being hidden on &quot;stopped&quot; clients?</span></strong></p><p>If the client is set to a &quot;Stopped &quot; status (Client profile &gt; &quot;Details&quot; tab &gt; &quot;Account Status&quot;), actions can be configured to be hidden on any tickets.</p><p><br></p><p>In Configuration &gt; Tickets &gt; General Settings, there is an option to &quot;Hide Actions on Tickets for Stopped Customers/Sites&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzOTEzOTY3LTBkM2EtNGY0Mi04MjFhLWY2ZmY2MmEzOTY1NSJ9.1JVdJUonN0Mf2GWUmgtzE1NmRJRntmlJYzzFQg8yIDg" class="fr-fic fr-fil fr-dib" width="1143" height="358"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Hiding actions on stopped clients</span></strong></p><p><br></p><p>If enabled, all actions will be hidden by default. This may have been overridden on specific actions to show. Go to Configuration &gt; Tickets &gt; Actions, and enable &quot;Show Action when account status is stopped&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkODU5ZTMwLWMwOGItNDM2Ni04NDBiLTlkMzY1MGQzYTQ2ZiJ9.nYZ5AD69vdXSL2OmGJZYHthN5TQjKpzJRw-_GeDW6Is" class="fr-fic fr-fil fr-dib" width="676" height="592"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Showing select actions on stopped clients</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Are actions locked?</span></strong></p><p>Actions can be locked from being used in a few ways.</p><p><br></p><p>If the ticket is against the &quot;Default Client/Site for New Tickets&quot; in Configuration &gt; Tickets &gt; General Settings, actions can be locked until the end-user is changed. Check if &quot;Tickets with the default Customer/Site must be moved before working on the Ticket&quot; is enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMGYwNmY2LTgyZTYtNGE1OS1iYmQxLWQyNjNhZmJmY2U5YiJ9.j1yxvPgTrxp8uLtcgEyeP9-zNFoARd6KDTLhGMmQjo4" class="fr-fic fr-fil fr-dib" width="1035" height="460"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Hiding actions on the default client</span></strong></p><p><br></p><p>If so, a banner like below will appear in place of the actions.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwYTRiYTM3LTMyM2ItNGI3YS1hZThlLTViODJiNWQ0M2FlNiJ9.3ZYat6s67iraAHTz89vRN2O6RPGbLrlH0nY3VzMkDvY" class="fr-fic fr-fil fr-dib" width="308" height="102"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. Action restriction banner for the default client</span></strong></p><p><br></p><p>If another agent is completing an action, other actions can be locked until the agent submits the action or exits out of it. In Configuration &gt; Tickets &gt; General Settings, check if &quot;Lock Tickets when an Agent is performing an Action&quot; is enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5ZmMwMjc5LWZjMWEtNGJhMS04YmFjLWMzZmE3ZDJlNmIwYiJ9.GMLjN1qyp5K0F1QH74IYSahy1sQwUqD8Rr0NH_uZR1M" class="fr-fic fr-fil fr-dib" width="1171" height="556"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Hiding other actions when another agent is completing an action</span></strong></p><p><br></p><p data-pasted="true">If so, a banner like below will appear in place of the actions.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1ZjRjNTQ4LTBiZjYtNDhiNC05YWZiLTM1YTM4Y2I5OTU5NSJ9.x4bT35-OknUUT8BS9znzrD5ypI7dxUMV58jXlMyQHzA" class="fr-fic fr-fil fr-dib" width="505" height="104"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 14. Action restriction banner when another agent is actioning the ticket</span></strong></p><p><br></p><p data-pasted="true">If a parent ticket has milestone dependencies, actions on tickets under the dependant milestone can be locked until the previous milestone is marked as complete.</p><p><br></p><p>In the &quot;Milestones&quot; tab on the parent ticket, check if the &quot;Dependencies&quot; field is set on the milestone. It will then show the milestones status as &quot;Locked&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczYjAyMzk5LTQzYjYtNDRlZC1iM2M1LWUwZTRiNjg3ODJiMCJ9.T3S6ZtsvMSEyIX9NFswV9Auz8jkEknljGGeMruoTtNM" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 308.125px;" height="308"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 15. Hiding other actions when a milestone is dependant on another</span></strong></p><p><br></p><p data-pasted="true">If so, a banner like below will appear in place of the actions.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzZjg3YWY1LTc5Y2MtNDQ5Yy04NmY4LWVhZjExMmVjYWY4ZSJ9.Z1h1h0pdpFM7c99TokbT6R663OLK7TfWDM7jqLNBVHA" class="fr-fic fr-fil fr-dib" width="856" height="178"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 16. Action restriction banner when milestone dependencies are locked</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Steps to Sync Halo to your Accounts Platform</strong></p><p><br></p><p><br></p><p>You may find that a certain entity is not syncing to your accounting tool. For example, a newly created client or product. This guide will cover the most common places to check, explaining the logic throughout. The examples here will be generic and not specific error codes per integration. For more information on these, check the relevant integration guide.</p><p><br></p><p>If you have any issues syncing an entity following this guide, please contact support for further assistance.</p><p><br></p><p><strong><span style="font-size: 14pt;">Is the integration enabled?</span></strong></p><p>In Configuration &gt; Integrations, ensure the module for the accounting tool is enabled.</p><p><br></p><p>Hovering over the module will show a plus &quot;+&quot; icon if disabled. A cross icon will show if enabled, and the module logo will be coloured in.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NDg5NzNmLTRjN2YtNDFlNy04ODJmLWQ0MGE0NTI4MjE1ZSJ9.K1RSK5yU1XxTrUpyGiEft2e6VDzhN5I_2UxexJi8P58" class="fr-fic fr-fil fr-dib" width="203" height="132"></p><p><strong><span style="font-size: 10pt;">Fig 1. Disabled versus enabled module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Is the entity set to sync?</span></strong></p><p>In most integration configuration, there will be an option for &quot;Entities to Sync&quot;. This is where you configure which entities will sync to the accounting tool when created or edited. Ensure the relevant entity is set here.</p><p><br></p><p>It is also recommended to enable the &quot;Show a message for each successful sync&quot; option if available, as it will show any errors when syncing, helping narrow down the cause easier.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhNmNkYzgxLTQ4ZjktNDM1YS1iOGU5LTczYjgzY2U5OWY3MiJ9.B4ZPJJtUQqkhL-YmK77gzKS6KmLunGq7lmZcOP3zWvk" class="fr-fic fr-fil fr-dib" width="1282" height="290"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Enabled syncing</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Is the client connected to the tenant?</span></strong></p><p>If creating or editing a client record, ensure that &quot;Exclude from Accounting Integration&quot; is disabled so that it can sync across.</p><p><br></p><p>Correctly configured clients will have the tenant of the integration set against them, and a field where the unique ID for that client in your accounting tool is set. If either of these are missing, it will also stop any invoices or orders associated with that client from syncing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNTAzNGM4LTcwODEtNDJkYS1iZTNkLWYyNjY3ODI0MDdiYyJ9.UEKNi72Mos7hpBoODKGMERwtPOcESchhn4QYhuO8p9A" class="fr-fic fr-fil fr-dib" width="448" height="445"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Client connected to the accounting tenant</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Are the products connected to the tenant?</span></strong></p><p data-pasted="true">If creating or editing a product record, ensure that &quot;Exclude from Accounting Integration&quot; is disabled so that it can sync across.</p><p><br></p><p>Correctly configured products will have the tenant of the integration set against them, and a field where the unique ID for that product in your accounting tool is set. If either of these are missing, it will also stop any invoices or orders associated with that product from syncing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhMTEyMGViLWE5MGQtNGViMS05NGU1LWMxZjUwNzRiOWI1MiJ9.UX_tGtetw2919HGze84_kc6whyOdEznntGo63O9_WIY" class="fr-fic fr-fil fr-dib" width="865" height="634"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Product connected to the tenant</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Is the supplier connected to the tenant?</span></strong></p><p data-pasted="true">If creating or editing a supplier record, ensure that &quot;Exclude from Accounting Integration&quot; is disabled so that it can sync across.</p><p><br></p><p>Correctly configured suppliers will have the tenant of the integration set against them, and a field where the unique ID for that supplier in your accounting tool is set. If either of these are missing, it will also stop any orders associated with that supplier from syncing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MzljNjhjLWI2N2MtNGEyOS1hM2Y3LTk0MGM1NjllYWVjMyJ9.5C3v3eCQqNv3QUjxeeJuflsPFwzTgTjRdhlmBgQnPNQ" width="1147" height="523" class="fr-fic fr-dii"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Product connected to the tenant</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Are tax rates set?</span></strong></p><p>Most tax rates can be set as a global default, against a customer, or a item/item group.</p><p><br></p><p>For information on where each of these can be set/overridden, check out <a href="https://usehalo.com/halopsa/guides/2624" target="_blank" rel="noopener noreferrer"><strong>this guide</strong></a>.</p><p><br></p><p>The example below is on the item level. The product level can also be inherited from the item group if &quot;Use Item Group Tax&quot; is selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMzdiYmM1LTVhZWItNGNjMC05M2QyLTlkYjJiYzVhOWUxYSJ9.3HB5ZCjoXiRJTN3IzbyESeSxGp1ozUZcW5jxwniSPN4" class="fr-fic fr-fil fr-dib" width="865" height="963"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. Tax rate set on the product</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Are accounts codes set?</span></strong></p><p>Accounts codes should be imported from the accounting tool, and set against the product. The field names will differ slightly dependant on the integration being used.</p><p><br></p><p>It is also important to ensure on the accounts code in Configuration &gt; Billing &gt; Accounts Code, that the &quot;Code&quot; field has been set with a code that matches one in the accounting tool. If this is not set, any invoices with items using that code will not sync.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliNDI1Y2ZmLWMwNjQtNGIyZC04OTZkLWRhMDM5YjJlNjc2NiJ9.NluTZU5IuIiM9nBLGVrXzHVBtlqZwsf7cuLp4sh9Xn0" class="fr-fic fr-fil fr-dib" width="862" height="640"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 7. Accounts codes set on the 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><p><strong>In this guide we will cover:</strong></p><p><strong>- Steps to Find a Hidden Entity</strong></p><p><br></p><p><br></p><p>Sometimes, especially in the earlier days of using Halo, you may find that a certain entity is not showing where you would expect. For example, a client not showing in the list, or a ticket not showing in a ticket area. This guide will cover common places to check, explaining the logic throughout. Some of the example settings as entity-specific, such as a ticket area for tickets only, but others are more general.</p><p><br></p><p>If you have any issues locating an entity following this guide, please contact support for further assistance.</p><p><br></p><p><strong><span style="font-size: 14pt;">Is it inactive?</span></strong></p><p>If you cannot find a particular client, site or user, it may have been inactive. This could have been done manually by and agent, or commonly through an integration when the same client is deactivated there.</p><p><br></p><p>When viewing a list of clients, sites or users, whether in the main &quot;Clients&quot; module or within a specific client profile, in the top right corner, hover over the three dots and select &quot;Show Inactive Clients/Sites/Users&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5MThmODE1LTJkNDktNDc3MC04YjUzLTVhZDA2ZmM5ZjZkMCJ9.fVJpYxeZEyH20f9qHi1bIcfDq81fRd2Dc6wZ6ZUk1rw" class="fr-fic fr-fil fr-dib" width="316" height="466"></p><p><strong><span style="font-size: 10pt;">Fig 1. Show inactive in the list</span></strong></p><p><br></p><p>The list will then show any inactive clients in addition to the active ones already showing, with a red circle next to their logo indicating they are inactive.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMGYwNjA2LTdiMTItNDk5Mi1iMTg2LTc3OWNkNzUzZGI3ZSJ9.JQsKnIz0hrmxUQsCxng1Sx2X374yloQz-Wt6HnNpJJw" class="fr-fic fr-fil fr-dib" width="244" height="144"></p><p><strong><span style="font-size: 10pt;">Fig 2. Inactive client</span></strong></p><p><br></p><p>To make the client, site or user active again, there will be a checkbox within the &quot;Details&quot; tab or sidebar.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMjFjMmM5LTY5ZGUtNGFmZC05NmVlLTVkYTMxZjQwOTYxYiJ9.ZwohJJ7xLEkLG177aRQOZOEX6l0aAG709oA2FTFYtd4" class="fr-fic fr-fil fr-dib" width="218" height="74"></p><p><strong><span style="font-size: 10pt;">Fig 3. Client active/inactive toggle</span></strong></p><p><br></p><p>The filters on ticket areas, lists or filter profile may also be filtering to only show tickets from active clients, so no tickets are showing for these clients either. Lists and filter profiles can be found in Configuration &gt; Tickets &gt; Views, and areas in Configuration &gt; Tickets &gt; Areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4YzgyMThhLWRjZGQtNDhhZi1hOTBhLTZkNTE4YzM1MmVmZSJ9.d75dY_mLHNPwQF6Ksnh3bYdr0t_lW5VN9tm-iry2YCY" class="fr-fic fr-fil fr-dib" width="1521" style="width: 1523px; height: 279.113px;" height="279"></p><p><strong><span style="font-size: 10pt;">Fig 4. Inactive entities being filtered out</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Is it visible in lists?</span></strong></p><p>Next, check if the entity is visible in lists.</p><p><br></p><p>If a client is made inactive, they will not appear in lists either - unless &quot;Show Inactive Clients/Sites/Users&quot; is toggled as above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwZGYxOWFlLTg1YjEtNDQyYS1iYjM0LWI5YWE4OGY5Yzc3OCJ9.BK4vV2GACFbG04V8h2zFxH7JdAvZl9avKroGxKg3CjQ" class="fr-fic fr-fil fr-dib" width="1523" style="width: 1525px; height: 574.378px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 5. Making client/customer active</span></strong></p><p><br></p><p>Ticket types may not appear in dropdowns or be able to be logged by an agent if &quot;Visible in lists for Agents&quot; is not enabled. If disabled, this ticket type can only be logged by system automations or defaults.</p><p><br></p><p>This is set in Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Details&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNTE0MDIxLTFkZTMtNDU0OC04M2M2LTBkMTg3ZWQyZmVjZSJ9.DAaTOWVAvpOJxwe_4hq2S1mtaXnRSA0q3VgDAEy8HVQ" class="fr-fic fr-fil fr-dib" width="1213" height="838"></p><p><strong><span style="font-size: 10pt;">Fig 6. Making ticket type visible</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Do they have access to view it?</span></strong></p><p>The next area to check is agent permissions. If a ticket is not showing for example, the most likely place to check is department and team membership. On their agent profile, look at the &quot;Departments &amp; Teams&quot; tab.</p><p><br></p><p>Department gives them access to view the ticket in general (i.e. via search), and team membership allows them to see it in the &quot;Tickets by Team&quot; view. If utilising custom lists that do not filter by team, department access will mean they can see the ticket there. If using &quot;Tickets by Team&quot;, they&#39;ll need team access to view the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMTM0MGRkLTI5NDUtNDI0OC04YmQ4LTA5YTU5NjNmZGQ5YSJ9.jPMXtsB46X4CE-hTfEJeXWBq6K0FCWzoBucxJcrcgoU" class="fr-fic fr-fil fr-dib" width="1521" style="width: 1523px; height: 608.37px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 7. Department and Team access</span></strong></p><p><br></p><p>If the ticket can still not be accessed, or another entity is not showing, check the &quot;Permissions&quot; tab on the agent. Any permission labelled &quot;[Entity] Access Level&quot; will give base level access to that entity, so check these first.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0NTc2NmM2LTg5ZjItNDRjNy1hNTVjLWIxY2EwZjIwOTNjYyJ9.9WpNyynVia1KyVCi02lz1FPNw-JRAPUz4L3as1mWgZc" class="fr-fic fr-fil fr-dib" width="1069" height="916"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent permissions</span></strong></p><p><br></p><p>Some entities will have additional control via <a href="https://usehalo.com/haloitsm/guides/2426" target="_blank" rel="noopener noreferrer"><strong>Access Control</strong></a>. For example, Knowledge Base Articles require &quot;Read Only&quot; access on the FAQ list to be able to see any articles within that list, even if the &quot;Knowledge Base Access Level&quot; permission has been granted. This is set against the entity with the &quot;Access Control&quot; button at the top.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4MDQyYTlhLTA5ZWQtNGM0OC04M2I3LWU1MmQ1NjUyYWE0MCJ9.bGvF0UbTUCz9HwGWjtDmPiWsJG-74zS087iSb-QOcq0" class="fr-fic fr-fil fr-dib" width="399" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 9. Setting Access Control</span></strong></p><p><br></p><p data-pasted="true">If a user cannot see an entity, they also have a &quot;Permissions&quot; tab on their user profile. Anything with &quot;[Entity] Access Level&quot; or &quot;Can view [entity]&quot; should be checked.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmODliM2FhLTQzNmQtNDdjMi1hNjEyLTIzNjQ1MzFmMjkxMyJ9.AGwmJOyZnKU63YALBtUC829cL4_jUaCFbrxofpBr4R0" width="1461" height="1036" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. User permissions</span></strong></p><p><br></p><p>If the user cannot see a certain ticket, check the ticket type that ticket uses. In Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Defaults&quot; tab, the &quot;Show to End User&quot; option can be defaulted on or off.</p><p><br></p><p>If defaulted on and this is still not showing, add the field of the same name to the ticket type field list to check this has not been manually toggled off.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmMTZiYzNlLWNkOTYtNGE0Ny1iOWEzLTI5OWNiZWZlMzQ5OCJ9.2gDRN3g4h2B4J-Y1rtz8gdOU9L9AcWlzZbES6kZgL28" class="fr-fic fr-fil fr-dib" width="1209" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 11. Show to End User default</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Has it been otherwise filtered out?</span></strong></p><p>If a ticket is still not showing in lists, take a look at the filters on a ticket area, filter profile or custom list.&nbsp;</p><p><br></p><p>Lists and filter profiles can be found in Configuration &gt; Tickets &gt; Views, and areas in Configuration &gt; Tickets &gt; Areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyYjYwZjFmLTJhZTgtNDFiYi05MTQzLThmYWQ3NTU2ZTY4NyJ9.L5L3OukztjRSL1Wv8oaeArjP8NaZevRP-Axd2tRh4q8" class="fr-fic fr-fil fr-dib" width="1516" style="width: 1518px; height: 306.18px;" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 12. Filtering out tickets</span></strong></p><p><br></p><p>If a certain action, status, category, etc. cannot be seen in ticket dropdowns, check the allowed values on the ticket type. Navigate to Configuration &gt; Tickets &gt; Ticket Types &gt; &quot;Allowed Values&quot; tab.</p><p><br></p><p>If an action is not showing, take a look at <a href="https://usehalo.com/haloitsm/guides/2837/" target="_blank" rel="noopener noreferrer"><strong>this guide</strong></a> of the other configuration to look at.</p><p><br></p><p>If the &quot;Allow All&quot; checkbox has been disabled, anything not added to the table that appears below it will not be available for use. These options add additional filters onto anything included in workflows as well, so even if the workflow step allows it, this will stop it from showing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjYzkxMWYwLWU3ZGMtNGQ4ZS04OGNlLTJlZDE3YWIxOGRiNyJ9.mOxLJc75K30U67fZqid-2BnwKq-3gHUlTeYqY47F_xQ" class="fr-fic fr-fil fr-dib" width="1518" style="width: 1520px; height: 582.701px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 13. Allowed values tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Has it been deleted?</span></strong></p><p>This error is most commonly seen when trying to find a ticket, although similar screens can also show for other entities. If the agent would usually have access to similar tickets (by checking Department/Team/permissions), it may mean it has been deleted.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxNjAyNTFmLWFlZDktNDU0Ny1iNzFlLTU0YTFmMDExMTM3NSJ9.XdrpwoTyFtpcqTuM-3mzTmYJTa7FluaVKwy6Bx2KrCk" class="fr-fic fr-fil fr-dib" width="541" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 14. Error code when viewing a deleted ticket</span></strong></p><p><br></p><p>First place to check is Configuration &gt; Advanced Settings, where deletion behaviour can be configured for various entities, as well as view previously deleted tickets. Entities other than tickets cannot be recovered.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMDAwNGViLWFkMjgtNDE2Yy1hZTFiLWY3YzI2NzRhMzQzNCJ9.8Oihwve_pW8D_4MrhrgfbUmYNsiNJcdtSMx2mE31RWw" class="fr-fic fr-fil fr-dib" width="1179" height="661"></p><p><strong><span style="font-size: 10pt;">Fig 15. Viewing deleted tickets</span></strong></p><p><br></p><p>If &quot;Permanently delete Tickets from the database&quot; is enabled, a time limit can be set before the ticket is fully and permanently deleted. Tickets past this time limit cannot be recovered, so will not show in the &quot;Deleted Tickets&quot; screen, but may still have actually been deleted.&nbsp;</p><p><br></p><p><br></p><p>If the missing entity is not found by checking the common places mentioned, reporting on it can be a good place to work back from. The pictured SQL query will return a list of deleted tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4MmQxM2UwLTBiYjktNDExOS1iNTk0LTNkZjg1NTk5NGU3ZiJ9.lZ0mO29BkDhZF1bUCcyo97r0OmNitNbaJn5AaSBIH1Q" class="fr-fic fr-fil fr-dib" width="746" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 16. Reporting on deleted tickets</span></strong></p><p><br></p><p>For other entities, configuration change tracking will show if it was deleted (Configuration &gt; Advanced Settings &gt; &quot;Enable config change tracking&quot;), and this can then be viewed in Configuration &gt; Advanced Settings &gt; View config changes&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5MmVmZDM2LTVlZDEtNDcwZi1hMDQ2LThlN2NiZmQzNDliOSJ9.9D4BQhxQMg8fTP4i5PM8CMwxVgA1aIGHGZB10KtEkjg" class="fr-fic fr-fil fr-dib" width="1254" height="568"></p><p><strong><span style="font-size: 10pt;">Fig 17. Enabling config change tracking</span></strong></p><p><br></p><p>Any entities that show here cannot be rolled back, but it can still be useful to check when and who this was done by.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNjkwZGQyLWFmYzYtNGJkZC04NDM1LTEzMjRlZjkxYTdiZSJ9.LcYPHC4WqKggwPciPKif8AC_ZtyBuXYTYZkNqnQ3p14" class="fr-fic fr-fil fr-dib" width="1523" style="width: 1525px; height: 152.708px;" height="153"></p><p><strong><span style="font-size: 10pt;">Fig 18. Configuration change tracking</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>- Halo Integrator Log Errors</strong></p><p><strong>- Incoming Log (incoming email) Errors</strong></p><p><strong>- Outgoing log (outgoing email) Errors</strong></p><p><strong>- Automation Log Errors</strong></p><p><strong>- Schedule Occurrence Log Errors</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2435" target="_blank" rel="noopener noreferrer"><strong>Backend Services Monitoring</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2731/" target="_blank" rel="noopener noreferrer"><strong>Log Retention</strong></a></li></ul><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator Log Errors</span></strong></p><p>These error messages are found under the &#39;Halo Integrator Log&#39; when selecting a specific log entry.</p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: Asset tag must be unique - Intune Integration&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2YzljODFjLWUzNzYtNGUwMC04NzgxLWFmMDAzOTAzZmRiNSJ9.D8TJQbcxsMHL09iINmF9GteWSMvOnqnQQAVB4L6Idd4" class="fr-fic fr-fil fr-dib" width="1318" style="width: 1320px; height: 134.045px;" height="134"></p><p><strong><span style="font-size: 10pt;">Fig 1. Asset tag must be unique error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an asset import from Intune is being run by the integrator. One particular device has been failed to be created and/or updated.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>The error &#39;asset tag must be unique&#39; indicates this asset in Intune has an asset tag that already exists in Halo. Another asset in Intune will have been created in Halo with this asset tag, so another asset with this same tag cannot be created.</p><p><br></p><p><strong>Resolution</strong></p><p>Head into Intune and check the asset number of the asset that is not being imported (this will be stored in the field mapped to the Halo asset tag field). Then find the asset in Halo that also has this asset tag and remove the asset or change it&#39;s asset tag so it&#39;s unique.&nbsp;</p><p>&nbsp;</p><p>Alternatively, turn off asset tags needing to be unique in your Halo instance (NOT RECOMMENDED). To do this head to configuration &gt; Asset management &gt; general settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzZDVhNmQ2LTY0NDItNDkzYy1iMGI4LWVkMTMyMTMyZDE1MSJ9.YAhZXh--_yLg2Nlh6oAHHdPlvVORGomraHEsTnt1VV4" class="fr-fic fr-fil fr-dib" width="545" style="width: 547px; height: 204.672px;" height="205"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting to make unique asset tags mandatory</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Failed to retrieve users - Token refresh failed - invalid grant - AADXXX: The refresh token has expired due to inactivity - Microsoft Entra ID/ Azure Active Directory Integration</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YjlkZmMwLWNlOWQtNDJjYS05ZjNmLWJiNDY1YTgxN2ZlNSJ9.D8L1Jf4nv3QP3gDGE6JqFJf2bxe2Q5iAzhAGnSfIjtA" class="fr-fic fr-fil fr-dib" width="1285" style="width: 1287px; height: 146.411px;" height="146"></p><p><strong><span style="font-size: 10pt;">Fig 3. Token Refresh error&nbsp;</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a user import from Azure AD (Entra ID) is being completed and this tenant&rsquo;s users have failed to be imported.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the refresh token used to authorise the integration expired due to inactivity. Refresh tokens are used to access the application. Each time the integration syncs, the existing token automatically generates a new one for access. However, if the old refresh token expires, a new one cannot be created, resulting in error. This usually happens when the integration is connected, authorised but the Halo integrator is not enabled for the integration so an automatic sync does not take place to automatically obtain a new refresh token.&nbsp;</p><p><br></p><p><strong><em>Note: This error will only occur when using the authentication method &#39;Authorization code&#39;.&nbsp;</em></strong></p><p><br></p><p><strong>Resolution</strong></p><p>Generate a new secret for the Azure application. Once generated you will need to disconnect from the integration in your instance, enter the newly created secret and re-authorize. You can then run the sync manually, or wait for the Halo integrator to next run for the application to check the error has been resolved.&nbsp;</p><p><br></p><p>To prevent this error in future the Authentication method &#39;Client credentials&#39; can be used to connect to the integration as this bypasses the need for a refresh token. However, provided the Halo integrator is syncing this integration regularly this issue should not occur.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: access_denied &ndash; Unauthorized - Pax8 (this can apply to various integrations)</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMDU5OTU5LTA5NTQtNGVkYy1hYzQ0LTUwOTJmODM1NjZlMCJ9.ya6Z9AP2irdTkwvgOLHf8-4IvNyCXLtbD47BGPc8Jss" class="fr-fic fr-fil fr-dib" width="803" style="width: 805px; height: 104.133px;" height="104"></p><p><strong><span style="font-size: 10pt;">Fig 4. access_denied - unauthorized error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a customer sync for Pax8 is being completed, the customers have failed to import.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the sync has failed as Halo has been denied access to Pax8 customers as the integration has not been connected successfully. This can be caused by the connection details for the integration being incorrect or the client secret authorizing the connection has expired.&nbsp;</p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check the setup/connection details you have entered to connect to the integration. Check these values are correct and that any secrets and API keys have not expired. If this error occurs for an integration that requires a specific user to authenticate the connection to the third party application, check this user has permission to access user details in the third party application.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">System.Exception: The specified object was not found in the store - Exchange Calendars&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYWY4YWRhLWUxZDItNDlhOS1iYWRhLTI5NTUyN2RkNjM4OSJ9.Z5-EJsYo5GPk4jglTY_A6JVswTGZs0OTTle62ijir5o" class="fr-fic fr-fil fr-dib" width="1158" style="width: 1160px; height: 253.284px;" height="253"></p><p><strong><span style="font-size: 10pt;">Fig 5. Specified object not found in store error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an appointment sync for exchange calendars is taking place (the redacted information will contain a specific agent&rsquo;s email address). The connection method &lsquo;Connect to a single account which has delegate access to each agent&rsquo;s calendar&rsquo; is being used for the Exchange calendars integration here.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>The error indicates that appointments cannot be imported for the specified agent as the agent account authorising the integration does not have access to this agent&rsquo;s calendar appointments. The Azure application created either does not have the correct permissions, or the agent account authorising the integration does not have delegate access to each agent&rsquo;s calendar. &nbsp;</p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check the Azure application created for this integration has the correct permissions assigned, and admin consent has been granted for the permissions. The permissions required can be found on the Exchange calendars integration module configuration page in Halo. For more information on creating the application and the permissions needed see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1198/" target="_blank" rel="noopener noreferrer">Syncing Exchange Calendars using the Microsoft Graph API</a>.</p><p><br></p><p>Check the agent account authorising access has delegate access to each agent&#39;s calendar. See the Microsoft guide for information on how to grant delegate access <a data-fr-linked="true" href="https://support.microsoft.com/en-gb/office/share-and-access-a-calendar-with-edit-or-delegate-permissions-in-outlook-532e6410-ee80-42b5-9b1b-a09345ccef1b ">https://support.microsoft.com/en-gb/office/share-and-access-a-calendar-with-edit-or-delegate-permissions-in-outlook-532e6410-ee80-42b5-9b1b-a09345ccef1b&amp;nbsp;</a> to calendars in Exchange.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Exchange sync failed - Token refresh failed - invalid_grant - Microsoft Exchange Calendars</span></strong></p><p><br></p><p style="margin-left: 20px;"><em>&quot;Exchange sync failed - Token refresh failed - invalid_grant - XXX: The provided grant has expired due to it being revoked, a fresh auth token is needed. The user might have changed or reset their password. The grant was issued on &#39;2023-07-31T12:19:52.8547458Z&#39; and the TokensValidFrom date (before which tokens are not valid) for this user is &#39;2025-02-10T08:29:20.0000000Z&#39;. Trace ID: XXX Correlation ID: XXX Timestamp: 2025-02-12 09:20:48Z&quot;</em></p><p style="margin-left: 20px;"><br></p><p><strong>Context</strong></p><p>In the above error an appointment sync for exchange is taking place. The integration is using the connection method &#39;Each Technician connection to their Exchange account individually&#39;, however, this error can also occur when using the connection method &#39;Connect to a single account which has delegate access to each Agent&#39;s calendar&#39;.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>This error indicates that the refresh tokens used to authorise access to agent&rsquo;s appointments in exchange has expired.</p><p><br></p><p><strong><em>Note: A refresh token is different to the lifetime of the application secret.</em></strong></p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>If using connection method &#39;Each Technician connection to their Exchange account individually&#39;: Each agent that appointments are not syncing for will need to disconnect and re-connect to their calendar, by heading to their calendar &gt; expand &#39;Exchange Calendar&#39; dropdown &gt; click &#39;Disconnect from Exchange&#39;. This will regenerate a new refresh token.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNmYwOTljLTgzZjQtNDY0Mi1iYmEzLTFkMDQwZTdhNjkwOCJ9.fvkzFaVGgU_hZxvhIWDiX1P0B5qBZAsSLL1iS7mgvxQ" class="fr-fic fr-fil fr-dib" width="261" style="width: 263px; height: 523.438px;" height="523"></p><p><strong><span style="font-size: 10pt;">Fig 6. Disconnect and re-connect to exchange</span></strong></p><p><br></p><p>If using connection method &#39;Connect to a single account which has delegate access to each Agent&#39;s calendar&#39; you will need to disconnect from the integration, generate a new secret for the Azure application, re-enter the secret and re-connect. To prevent this error occurring again, ensure the Halo integrator is enabled for the integration as this will ensure a new refresh token is retrieved automatically.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft CSP errors&nbsp;</span></strong></p><p>See the &#39;common errors&#39; section of our guide on the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1189/" id="isPasted" target="_blank" rel="noopener noreferrer">Microsoft CSP Integration</a> for errors and resolutions related to this integration.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Incoming Log (incoming email) Errors</span></strong></p><p>These error messages are found when incoming emails have failed to be processed. Found when a specific log entry is selected under the &#39;Incoming Log&#39; section of the backend services area.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">An error occurred when creating the Ticket. Error - System.Exception: A problem occurred when updating the record. Error Message (I): String or binary data would be truncated. The statement has been terminated&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkY2Y3YjBjLWFkMDEtNDVmZC1iZWZlLTVjZGE1ZmM1MDk0ZiJ9.Bw89QpHaqyl4C_ngO28cr68YU0DJZ0GM-HGjFyZsqnU" class="fr-fic fr-fil fr-dib" width="1128" style="width: 1130px; height: 168.076px;" height="168"></p><p><strong><span style="font-size: 10pt;">Fig 7. String or binary data would be truncated error message&nbsp;</span></strong></p><p><br></p><p><strong>Cause</strong></p><p>This error occurs when an incoming email contains a string that is too long to fit inside a Halo field (exceeds character limit). This typically happens when sections of the email body are being mapped to ticket fields through the use of an email rule but the sting exceeds the character limit for the field. The character limit for ticket fields is 255 characters.&nbsp;</p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Check this email has not matched any email rules that map part of the email to a ticket field. If it does check to see which section of the email is attempting to be mapped. If this section of the email exceeds 255 characters you may need to adjust your email rule so that a different section of the email is mapped to this field.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Outgoing log (outgoing email) Errors</span></strong></p><p id="isPasted">These error messages are found when outgoing emails have failed to be processed. Found when a specific log entry is selected under the &#39;Outgoing Log&#39; section of the backend services area.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Error=ErrorItemNotFound - The specified object was not found in the store., The process failed to get the correct properties</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMWQ1ZGUyLTE5MjQtNGQzNC1hYWY2LTk5MGNiMzk4ZjZhYyJ9.S7k3f0Nq88IUex8ryz-a8fyKaJA7AQItK4Suz-9H5hE" class="fr-fic fr-fil fr-dib" width="1696" height="376"></p><p><strong><span style="font-size: 10pt;">Fig 8. Specified object not found in store error</span></strong></p><p><br></p><p><strong>Cause</strong></p><p>This error occurs when the user authorising this mailbox in Halo does not have the required permissions to access the shared mailbox. This typically only occurs when using &#39;Authorization Code&#39; as the authentication method for the mailbox.&nbsp;</p><p><br></p><p><strong id="isPasted">Resolution</strong></p><p>Make sure the user that is authorising this mailbox in Halo has the necessary &quot;Read and Manage&quot; and &quot;Send as&quot; Permissions to the shared mailbox that is being used to send this mail. To grant/check these permissions:</p><ul><li>Open Outlook &gt; Locate the shared mailbox and expand it &gt; right click on the inbox &gt; select &#39;properties&#39; &gt; select permissions tab&nbsp;</li><li>Select &#39;Add&#39;&gt; enter the name of the agent you would like to grant access (the agent that is authorising mailbox in Halo) &gt; select the agent from the list &gt; add &gt; okay</li><li>Under Permissions tab &gt; select agent you have just added &gt; use &#39;permissions level&#39; dropdown to choose access &gt; here choose &#39;Read and Manage&#39; and &#39;Send as&#39; permissions &gt; select Okay.&nbsp;</li></ul><p>&nbsp;Then navigate to the mailbox in Halo disconnect the mailbox and reconnect.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Automation Log Errors</span></strong></p><p>These error messages are found in the &#39;Automation Log&#39; tab of the backend services monitoring area, by selecting a specific Log entry.</p><p><br></p><p><strong><span style="font-size: 12pt;">Error executing API action: Undefined variable - &lt;&lt;OpenAIEmotionEvaluation&gt;&gt;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMzJkN2JlLWZhNzMtNDA0Mi1hODk0LWMzZmNjYWMwNmI0YiJ9.CTLJKeI9NNd8e5ejPRqbINVv7tHVBi8hHOM_8mc51cg" class="fr-fic fr-fil fr-dib" width="958" style="width: 960px; height: 465.028px;" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 9. Automation Runbook failed to complete step</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error an automation has been run to complete AI sentiment analysis/emotion detection on a ticket, this automation is carried out using a runbook.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>This has failed due to a variable being called in step 4 of the runbook, but this variable not being defined.&nbsp;</p><p><br></p><p><strong>Resolution</strong></p><p>The runbook will need to be amended so that the correct variable is called or this variable is defined. The runbooks controlling AI functionality should not need to be amended, if no changes have been made to this runbook in your instance previously, contact our support team.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Action Post failed: System .Exception: Please enter valid To address(es) - Workflow automation failed</span></strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2YWVkZDk4LTE0NzAtNDU2ZC04ODZjLTJjODZlMjlhYzc1ZSJ9.AP1FKpmS-odV5WO_majI6-pOnGJPQKaj79p8kQy5ipY" class="fr-fic fr-fil fr-dib" width="935" style="width: 937px; height: 550.785px;" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 10a. Action post failed error request</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4MjA2NDZlLWRlNzMtNDhlMy1hNWVlLTkyN2U0NTAzMjNkMCJ9.Q0fZVItCEnllK60QCSVjNBkU_Gsvh-9naeiriFa9wzE" class="fr-fic fr-fil fr-dib" width="884" style="width: 886px; height: 276.367px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 10b. Action post failed error log</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a workflow automation has failed to take place.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>This error indicates the automated action requires a To address (it is an email action automation) but the current To address that the action is either not populate or an invalid address.&nbsp;</p><p><br></p><p><strong>Resolution</strong></p><p>Check within the workflow which action is being automated by the workflow. Then head to configuration &gt; tickets &gt; actions &gt; select this action &gt; defaults. Check the action defaults to see how the To address is being obtained for the action, whether it is being overridden or if it is being taken from the end user of the ticket. Ensure there is a valid email to be given to the action.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Action post failed: You do not have access to this Action at the moment - Workflow automation failed</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljZmE2NTRlLTg3NGUtNDQ2NS1iMWFmLTY2ZDA5YzU5ODcxNiJ9.vtRSNvsPh7TVI2vp_gR0QvDLrqqpbH_l4N3ZrQg29Yg" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 265.24px;" height="265"></p><p><strong><span style="font-size: 10pt;">Fig 11. You do not have access to this action at the moment error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>In the above error a workflow automation has failed to take place.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>This error indicates the system does not have access to the quick action attempting to be automated, this usually means the action has been deleted since it was added to the workflow.&nbsp;</p><p><br></p><p><strong>Resolution</strong></p><p>Check the workflow to see what action is being carried out by an automation, if the action has been deleted the automation will appear in the workflow but the action field will be blank. You will need to re-create the action and re-assign it to the workflow.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Schedule Occurrence Log Errors</span></strong></p><p>These error messages are found in the &#39;Schedule Occurrence Log&#39; tab of the backend services area when selecting a specific log entry.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Report Not found - Scheduled report failed to send&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwOWMyZTg2LTZmMDMtNDJiNi1hZDBhLWEyZWFmNTJlNjQ4MyJ9.jC5JCCge4WgLE2_d60qtZr7DIFsJMZEkQoPEuhk1r-I" class="fr-fic fr-fil fr-dib" width="824" style="width: 826px; height: 498.553px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 12. Report not found error</span></strong></p><p><br></p><p><strong>Context</strong></p><p>The above error has occurred when a scheduled report is attempting to be sent out.&nbsp;</p><p><br></p><p><strong>Cause</strong></p><p>The error indicates the report is using an inefficient query, resulting in it not being able to be generated in time for it to be uploaded to a PDF.&nbsp;</p><p><br></p><p><strong>Resolution</strong></p><p>Check the query being used to generate the report data, if this is an inefficient query it will need to be optimised before the report can be successfully generated for a schedule.&nbsp;</p><p><br></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; } </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 data-pasted="true"><span style="font-size: 14pt;"><strong>User XLS template fields</strong></span></p><p>&nbsp;&nbsp;</p><table class="styled-table grid" style="width: 100%; height: 571px;"><colgroup><col style="width: 26.9934%;"></colgroup> <colgroup><col style="width: 35.5523%;"></colgroup> <colgroup><col style="width: 37.4543%;"></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;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 50px;"><td id="name">ClientName<br></td><td>Default Site<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.</strong> Details tab of a User, determines the Client this User is a member of. In the import spreadsheet this should be the name of the Client. In Halo this will show in the Default Site field as Client/Site.</td></tr><tr style="height: 47px;"><td>SiteName<br></td><td>Default Site<br></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Details tab of a User, determines the Site this User is a member of. In the import spreadsheet this should be the name of the Site. In Halo this will show in the Default Site field as Client/Site.</td></tr><tr style="height: 47px;"><td>UserName<br></td><td><p data-pasted="true">Username</p></td><td style="text-align: left;"><strong data-pasted="true">Mandatory field.&nbsp;</strong>Details tab of a User. This is the User&#39;s Username, which is often set as their display name.<br></td></tr><tr style="height: 30px;"><td>FirstName<br></td><td><p data-pasted="true">First Name</p></td><td style="text-align: left;">Details tab of a User. The User&#39;s first name, often used in variables to address the User.<br></td></tr><tr style="height: 47px;"><td>LastName<br></td><td>Surname<br></td><td style="text-align: left;">Details tab of a User. The User&#39;s last name/Surname. &nbsp;<br></td></tr><tr style="height: 47px;"><td>NetworkLogin<br></td><td><p data-pasted="true">Network Login</p></td><td style="text-align: left;">Details tab of a User. Generated by integrations.&nbsp;<br></td></tr><tr style="height: 47px;"><td>PhoneNumber<br></td><td><p data-pasted="true">Work Telephone Number/Extension</p></td><td style="text-align: left;">Details tab of a User. The User&#39;s work phone number.&nbsp;<br></td></tr><tr style="height: 47px;"><td>MobileNumber<br></td><td><p data-pasted="true">Home Mobile Number</p></td><td style="text-align: left;">Details tab of a User. The User&#39;s mobile phone number.&nbsp;<br></td></tr><tr style="height: 47px;"><td>EmailAddress<br></td><td><p data-pasted="true">Email Address</p></td><td style="text-align: left;">Details tab of a User. The User&#39;s email address. This is used to match incoming emails to the User, and to set the &quot;To&quot; Address for outbound emails.&nbsp;</td></tr><tr style="height: 47px;"><td>Notes<br></td><td>Notes</td><td style="text-align: left;">Details tab of a User. These are notes about the User.&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><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><span style="font-size: 14pt;"><strong>Client &amp; Site XLS template fields</strong></span></p><table class="styled-table grid" style="width: 100%; height: 621px;"><colgroup><col style="width: 26.9729%;"><col style="width: 35.5874%;"><col style="width: 37.4397%;"></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;">Column Header</span></strong><br></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Halo Field name</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;">Location in Halo</span></strong></td></tr><tr style="height: 47px;"><td id="name">TopLevel<br></td><td>Top Level</td><td style="text-align: left;">Details tab of a Client. When Top-Levels are enabled this field will show. This determines the overarching categorisation/grouping level for a Client.</td></tr><tr style="height: 47px;"><td>CustomerName<br></td><td>Client Name/Customer Name</td><td style="text-align: left;"><strong>Mandatory field.</strong> Details tab of a Client. This is the name of the Client.<br></td></tr><tr style="height: 47px;"><td>AccountsID</td><td><p data-pasted="true">Customer ID for Accounting Integration</p></td><td style="text-align: left;">Billing tab of a Client. This is the ID used for to identify this Client in Accounting Integrations.&nbsp;</td></tr><tr style="height: 47px;"><td>SiteName</td><td>Site Name</td><td style="text-align: left;">Details tab of a Site. This is the name of the Site.</td></tr><tr style="height: 47px;"><td>AddressLine1<br></td><td>Address Line 1<br></td><td style="text-align: left;">Details tab of a Site. 1st Line of Site&#39;s address.&nbsp;</td></tr><tr style="height: 47px;"><td>AddressLine2<br></td><td>Address Line 2<br></td><td style="text-align: left;">Details tab of a Site. 2nd Line of Site&#39;s address.&nbsp;<br></td></tr><tr style="height: 47px;"><td>AddressLine3<br></td><td>Address Line 3<br></td><td style="text-align: left;">Details tab of a Site. 3rd Line of Site&#39;s address.&nbsp;<br></td></tr><tr style="height: 47px;"><td>AddressLine4<br></td><td>Address Line 4<br></td><td style="text-align: left;">Details tab of a Site. 4th Line of Site&#39;s address.&nbsp;<br></td></tr><tr style="height: 47px;"><td>PostCode<br></td><td>Post/Zip Code<br></td><td style="text-align: left;">Details tab of a Site. The Site&#39;s Postcode/Zip Code.&nbsp;<br></td></tr><tr style="height: 47px;"><td>SitePhoneNumber<br></td><td><p data-pasted="true">Phone Number</p></td><td style="text-align: left;">Details tab of a Site. The Site&#39;s phone number.&nbsp;<br></td></tr><tr style="height: 47px;"><td>SiteEmailDomain<br></td><td><p data-pasted="true">Domain Name(s)</p></td><td style="text-align: left;">Settings tab of a Site. The Domain of emails from this Site. This is used for Domain matching to assign Tickets to the correct Site even when no User is matched.&nbsp;</td></tr><tr style="height: 47px;"><td>SiteMemo<br></td><td>Notes</td><td style="text-align: left;">Details tab of a Site. Notes about the Site.</td></tr></tbody></table><p><br></p><p data-pasted="true"><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Importing Sites which belong to Multiple Clients</strong></span></p><p>If you have set your &quot;Customer-Site-User Relationship&quot; in Halo, such that a site can belong to multiple customers (option shown in Figure 1). Site imports via csv can be used to create and update a site with multiple Clients. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1OTcwNmU3LWI4ZWYtNGIxZi1iYWJmLTZiMmRhMTU4MDI5YSJ9.VlKJnBvFh4BPvG4Aph61NZIS5ApZyLTFylOw8_41EnQ" class="fr-fic fr-fil fr-dib" width="1006" style="width: 1008px; height: 226.129px;" height="226"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Customer-Site-User-Relationship</strong></span></p><p><br></p><p>To do this you will need to structure your import template such that there is a row for each of your sites. For each site there must be a column containing the site name, a column containing the default organisation (customer) for the site as well as another column containing all the Clients the site comes under.&nbsp;</p><p><br></p><p>These columns must be called &quot;SiteName&quot; (or Siteid), &quot;CustomerName&quot; and &quot;siteclient&quot; (respectively).&nbsp;</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzZDFmNzVmLTIyYzktNDIyZi1iYjU0LWE3NzY4YWM0NjY2OSJ9.r3gWtDkzlSLbl97aDHMebakn7loAWVk4FjsvvHquMAg" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 156.915px;" height="157"></strong></p><p><span style="font-size: 10pt;"><strong>Fig 2. Example csv to import a site belonging to multiple clients</strong></span></p><p><br></p><p><strong>SiteName</strong> - Enter the name you would like the site to have.&nbsp;</p><p><strong>CustomerName</strong> - Enter the name of the default customer you would like this site to belong to. If this customer does not already exist in your instance, a customer with this name will be created. If the customer already exists enter the name of the customer here. The client added here will be added to the site by default, they do not need to be added in the &quot;Siteclient&quot; column too.&nbsp;</p><p><strong>siteclient</strong> - Here you will need to add some nested JSON to determine the clients (customers) the site will be added to.</p><p><br></p><p><strong><span style="font-size: 12pt;">JSON for siteclient</span></strong></p><p>The JSON entered in the column here must follow the following format:</p><p><br></p><p>[{&quot;id&quot;:13, &quot;name&quot;:&quot;Tony&#39;s Tyre Emporium&quot;}, {&quot;id&quot;:17,&quot;name&quot;:&quot;Acorn Construction&quot;}]</p><p><br></p><p>In which &quot;id&quot; is the ID of the client you would like to add this site to and &quot;name&quot; is the name of this client.&nbsp;</p><p><br></p><p>When the import is run the site will be created with the specified clients.&nbsp;</p><p><br></p>

<style>p { margin: 0 0 10px; }h1, h2, h3 { margin: 20px 0 10px; }h4, h5, h6 { margin: 10px 0 10px; }</style><blockquote> <p><strong>Halo version:</strong> v2.244+</p> </blockquote> <blockquote> <p><strong>Halo Mobile version:</strong> Halo mobile app (iOS &amp; Android) - v1.5+</p> </blockquote> <blockquote> <p><strong>Audience:</strong> Halo administrators configuring Microsoft Intune protection for their organisation.</p> </blockquote> <blockquote> <p><strong>Last updated:</strong> 03/07/2026</p> </blockquote> <hr /> <h2 id="introduction">1. Introduction</h2> <p>The Halo mobile app lets your agents connect to your Halo instance from a phone or tablet.</p> <p>By default, sign-in uses the same method as the Halo web application, but can optionally be protected with <strong>Microsoft Intune App Protection</strong> so that Halo data on the device is PIN-gated and remotely wipeable.</p> <p>There are two sign-in modes, chosen automatically based on your Halo settings:</p> <table> <thead> <tr> <th>Mode</th> <th>When</th> <th>What the user gets</th> </tr> </thead> <tbody> <tr> <td><strong>Standard SSO</strong></td> <td>Default. Intune App Protection not enabled.</td> <td>Normal Halo or Entra (if web app SSO is configured) sign-in. Halo tokens stored securely on device.</td> </tr> <tr> <td><strong>Intune-protected</strong></td> <td>You enable Intune App Protection (MAM).</td> <td>Entra sign-in via the Microsoft broker app, Intune enrolment, then Halo access - with App Protection policy applied.</td> </tr> </tbody> </table> <hr /> <p>This guide covers everything needed to set up <strong>Intune-protected</strong> sign-in.</p> <h3 id="prerequisites-checklist">Prerequisites checklist</h3> <ul class="contains-task-list"> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Halo web app on version 2.244 or later.</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Halo mobile applications (iOS or Android) on version 1.5 or later.</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Halo mobile application enabled in your Halo instance.</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Microsoft Entra ID (Azure AD) tenant with an SSO app registration already configured for Halo. This must be configured in the &quot;Single Sign-on&quot; module.</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Halo Agents are synced with Microsoft Entra ID (Azure AD).</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> For Intune features only: an Intune subscription (Plan 1 or a suite that includes it) and the appropriate admin roles.</li> <li class="task-list-item"><input disabled="disabled" type="checkbox" /> Admin who can grant tenant admin consent in Entra.</li> </ul> <hr /> <h2 id="how-it-all-fits-together">2. How it all fits together</h2> <p>Configuration happens in up to three places. The first two are required to enable sign-in with a Microsoft broker app. Intune configuration is optional, but MAM policies are recommended to allow enrolment with Intune.</p> <pre><code>1. Microsoft Entra ID (your Halo SSO app registration) - Expose an API - access_as_user - Authorise Halo Mobile - Grant admin consent ↓ 2. Halo Configuration - Activate &quot;Enable Intune App Protection (MAM) for the Mobile App&quot; in Advanced Settings. - Pick a &quot;Single Sign-On Configuration&quot; record for the Mobile app to use for authentication in Advanced Settings. - Choose an Intune enrolment mode (required or optional) in Advanced Settings. ↓ 3. Microsoft Intune (Optional) - MAM / App Protection Policies - Conditional Access - MDM - Managed Configuration </code></pre> <p>At sign-in, the app reads your instance's settings, and if Intune is enabled, it authenticates against your SSO app registration through the Microsoft broker, enrols the app with Intune, then exchanges that token for a Halo session.</p> <p>If no broker app (Intune Company Portal on Android, Microsoft Authenticator on iOS) is installed on the device, then sign-in can still be completed but, Intune enrolment cannot be completed.</p> <hr /> <h2 id="choose-what-you-need">3. Choose what you need</h2> <table> <thead> <tr> <th>Your goal</th> <th>Configure</th> </tr> </thead> <tbody> <tr> <td>Entra sign-in via the Microsoft broker app</td> <td><strong>Entra SSO</strong> (§4) + <strong>Halo settings</strong> (§5)</td> </tr> <tr> <td>Protect Halo data on personal/BYOD devices</td> <td><strong>MAM</strong> - App Protection Policy (§7). Requires Entra steps §4 + Halo settings §5.</td> </tr> <tr> <td>Force a device to be managed before access</td> <td><strong>MDM</strong> device enrolment + (optionally) <strong>Conditional Access</strong> (§8, §9).</td> </tr> <tr> <td>Auto-connect the app to a fixed Halo URL on managed devices</td> <td><strong>MDM</strong> managed config <code>halo_url</code> (§8.3).</td> </tr> <tr> <td>Guarantee protection is enforced, not just attempted</td> <td><strong>Conditional Access</strong> &quot;Require app protection policy&quot; (§9).</td> </tr> </tbody> </table> <hr /> <blockquote> <p><strong>Recommendation:</strong> use <strong>Conditional Access</strong> to enforce protection. Halo's &quot;Intune enrolment mode = Required&quot; (§5.3) is a convenient in-app fallback, but Intune Conditional Access is the robust, Microsoft-native enforcement point.</p> </blockquote> <hr /> <h2 id="microsoft-entra-id-azure-configuration">4. Microsoft Entra ID (Azure) configuration</h2> <p>These steps let the Halo mobile app use a native Microsoft broker app to request a token scoped to <strong>your</strong> SSO application, which Halo then validates and exchanges for a Halo session.</p> <p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4NGVhMmI5LTMzYjctNGI0Yy05NmQxLTQwNmVhYmYxMjI5NyJ9.5OVUbrC-LgNfMy7l0saLZRUe9dkSX27wqht9EVfz6RE" alt="Entra ID Expose an API" /></p> <h3 id="prerequisite-azure-sso-already-set-up-in-halo">4.1 Prerequisite - Azure SSO already set up in Halo</h3> <p>Standard Entra SSO for Halo must already be working. The steps below modify that same SSO app registration.</p> <p>To configure Single Sign-On with Entra in Halo this, please see the following guide;</p> <ul> <li><a href="https://usehalo.com/guides/2667">Single Sign-On (SSO) in Halo</a></li> </ul> <p><em>Note that SSO must be configured in the Single Sign-on module - not the legacy Entra SSO settings</em>.</p> <h3 id="expose-an-api-on-your-sso-app-registration">4.2 Expose an API on your SSO app registration</h3> <ol> <li>In the <strong>Microsoft Entra admin center</strong> → <strong>Entra ID → App registrations</strong>, open your Halo <strong>SSO application</strong>.</li> <li>Under <strong>Manage → Expose an API</strong>.</li> <li>Confirm the <strong>Application ID URI</strong>. By default, Entra proposes <code>api://{your-sso-app-client-id}</code>. Keep the default unless you have a reason to use a custom URI or you already have a custom URI configured (see §4.6).</li> <li>Select <strong>Add a scope</strong> and create: <ul> <li><strong>Scope name:</strong> <code>access_as_user</code></li> <li><strong>Who can consent:</strong> Admins and users (or Admins only, per your policy)</li> <li><strong>Display name/description:</strong> e.g. &quot;Access Halo as a user&quot;</li> <li><strong>State:</strong> Enabled</li> </ul> </li> <li>Save. The full scope string is the Application ID URI + <code>/access_as_user</code>.</li> </ol> <blockquote> <p>If you changed the Application ID URI from the default, you must also set the matching value in Halo (§5.4).</p> </blockquote> <h3 id="authorise-the-halo-mobile-app-as-a-client">4.3 Authorise the Halo Mobile app as a client</h3> <p>Still under <strong>Expose an API</strong>, in <strong>Authorized client applications</strong>:</p> <ol> <li>Select <strong>Add a client application</strong>.</li> <li><strong>Client ID:</strong> <code>65d704f3-fff1-42e0-a7bb-cec47b215837</code> (the <strong>Halo Mobile</strong> app - a multi-tenant app published in Halo's own tenant).</li> <li>Tick the <code>access_as_user</code> scope you created.</li> <li><strong>Add application.</strong></li> </ol> <p>This pre-authorises the mobile app so your users aren't prompted to consent to the scope individually.</p> <h3 id="set-requestedaccesstokenversionaccesstokenacceptedversion-to-2">4.4 Set requestedAccessTokenVersion/accessTokenAcceptedVersion to 2</h3> <ol> <li>In the SSO application, open <strong>Manifest</strong>.</li> <li>In the Microsoft Graph App Manifest, ensure the <strong>requestedAccessTokenVersion</strong> is set to <em>2</em>. This may not show, and you may only have access to the AAD Graph App Manifest; in which case proceed to step 3.</li> <li>In the Microsoft Graph App Manifest, ensure the <strong>accessTokenAcceptedVersion</strong> is set to <em>2</em>. This may not show, and you may only have access to the Microsoft Graph App Manifest.</li> <li>Save.</li> </ol> <h3 id="grant-admin-consent">4.5 Grant admin consent</h3> <p>The Halo Mobile app requests the delegated permissions <code>User.Read</code> and <code>DeviceManagementManagedApps.ReadWrite</code> (the latter allows the app to enrol itself for Intune App Protection). These typically require <strong>tenant admin consent</strong>.</p> <ul> <li>Grant consent from <strong>Entra ID → Enterprise applications → Halo Mobile → Permissions → Grant admin consent</strong>, <strong>or</strong></li> <li>Use the consent link Halo provides on the Advanced Settings page in the &quot;Mobile App&quot; section.</li> </ul> <h3 id="application-id-uri-default-vs-custom">4.6 Application ID URI - default vs custom</h3> <ul> <li><strong>Default</strong> (<code>api://{client-id}</code>): nothing extra to do.</li> <li><strong>Custom</strong> (e.g. a verified-domain URI): whatever you set here must match what Halo validates against. Set the matching <strong>Application ID URI</strong> value in the Single Sign-On record in Halo.</li> </ul> <h3 id="reference-halo-mobile-app-identifiers">4.7 Reference - Halo Mobile app identifiers</h3> <table> <thead> <tr> <th>Item</th> <th>Value</th> </tr> </thead> <tbody> <tr> <td>Halo Mobile app (client id)</td> <td><code>65d704f3-fff1-42e0-a7bb-cec47b215837</code></td> </tr> <tr> <td>App bundle / package id</td> <td><code>com.haloservicesolutions</code></td> </tr> <tr> <td>Delegated permissions</td> <td><code>User.Read</code>, <code>DeviceManagementManagedApps.ReadWrite</code></td> </tr> </tbody> </table> <hr /> <h2 id="halo-configuration">5. Halo configuration</h2> <p>All under <strong>Config → Advanced Settings</strong> except §5.4.</p> <p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0ZGJkY2M4LTE4MzMtNDdkMC1hNTQ3LWJmODNkYjczZmIxYyJ9.amgp6iq-vWFFlgEsnVGATgm4N7bVoZzKEB8IfQLNVSA" alt="Halo mobile settings in Advanced Settings" /></p> <h3 id="enable-intune-app-protection-mam-for-the-mobile-app">5.1 Enable Intune App Protection (MAM) for the Mobile App</h3> <p>Turns on the Intune-protected sign-in flow for your instance. When enabled (and an SSO record is selected, §5.2), the app stops using the standard authorization-code flow and routes through Intune.</p> <blockquote> <p><strong>Note:</strong> enabling this locks out older app versions that don't support the new flow.</p> </blockquote> <h3 id="mobile-app-single-sign-on-configuration">5.2 Mobile app single sign-on configuration</h3> <p>Select which Entra <strong>Single Sign-on</strong> record the mobile app should use for its MSAL sign-in. The app takes the <strong>client id</strong> and <strong>tenant id</strong> from this record.</p> <h3 id="intune-enrolment-mode">5.3 Intune enrolment mode</h3> <ul> <li><strong>Required</strong> - in-app gate: users cannot sign in until Intune enrolment succeeds.</li> <li><strong>Optional</strong> - enrolment is attempted; if it fails, the user is still allowed in (with messages shown in some cases).</li> </ul> <p>Conditional Access (§9), if configured, overrides this and makes enrolment mandatory regardless. Use this setting as a fallback where CA isn't in place.</p> <p><strong>Note that a MAM policy targeting the agents using the mobile app will need to be configured if setting enrollment to required</strong>.</p> <h3 id="application-id-uri-only-if-you-customised-it-in-4.6">5.4 Application ID URI (only if you customised it in §4.6)</h3> <p>Set this to match the custom Application ID URI on your SSO app registration. Leave blank to use the Entra default (<code>api://{client-id}</code>). This is found on the Single Sign-On configuration record in &quot;Config &gt; Integrations &gt; Single Sign-On&quot;.</p> <p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyN2FkNmNjLTVhMTctNDY1ZC1hYzNmLWNhYTlkMGMzYTFkOCJ9.bTGK5EGphczzs7naKDFsZw-n5GGzDmegLb0V4y89f1w" alt="Halo Application ID URI setting in Single Sign-on configuration" /></p> <h3 id="what-the-app-reads">5.5 What the app reads</h3> <p>For reference, <code>/api/InstanceInfo</code> exposes the resulting settings to the app: <code>mobileapp_enable_mam</code>, <code>mobileapp_azure_tenant_id</code>, <code>mobileapp_api_scope</code> (<code>api://.../access_as_user</code>), and <code>mobileapp_intune_enrollment_mode</code>.</p> <hr /> <h2 id="mdm-vs-mam-what-they-are">6. MDM vs MAM (what they are)</h2> <ul> <li><strong>MAM (Mobile Application Management) / App Protection Policies (APP)</strong> protects <em>the app's data only</em> - PIN, copy/paste and screenshot controls, selective wipe - <strong>without managing the device</strong>. Ideal for BYOD. This is the primary Intune feature for the Halo app.</li> <li><strong>MDM (Mobile Device Management)</strong> manages <em>the whole device</em> (device enrolment via Company Portal). Needed only if you want device-wide control, managed-config auto-connect, or device-compliance Conditional Access.</li> </ul> <p>You can use MAM alone, MDM alone, or both. Most organisations protecting Halo on personal devices want <strong>MAM</strong>.</p> <hr /> <h2 id="intune-app-protection-mam-setup">7. Intune App Protection (MAM) setup</h2> <h3 id="prerequisites">7.1 Prerequisites</h3> <ul> <li><strong>Licensing:</strong> Intune Plan 1 (or a suite that includes it) with MAM capability. Device-only licences do not support App Protection Policies. Your Halo agents that log into the Mobile app will require an Intune licence.</li> <li><strong>Admin role:</strong> Intune Administrator / Global Administrator (or an Application Manager RBAC role with Managed-apps permissions).</li> <li><strong>Broker app</strong> on the device (see §10): Company Portal (Android) / Microsoft Authenticator (iOS). Enrolment requires the broker.</li> </ul> <h3 id="create-app-protection-policies">7.2 Create App Protection Policies</h3> <p>Create <strong>one policy per platform</strong>:</p> <ol> <li>In the <strong>Microsoft Intune admin center</strong> → <strong>Apps → Protection</strong> (a.k.a. App protection policies) → <strong>Create policy</strong> → choose <strong>iOS/iPadOS</strong> or <strong>Android</strong>.</li> <li><strong>Basics:</strong> name (e.g. <code>Halo - iOS - APP</code>) and description.</li> <li><strong>Apps:</strong> select the Halo app. You can add the Halo app to Intune by following §8.1 (required if you plan on using MDM) or add it as a <strong>custom app</strong> by bundle id/package name (<code>com.haloservicesolutions</code>).</li> <li><strong>Data protection:</strong> configure DLP controls (cut/copy/paste, save-as, &quot;send org data to other apps&quot;, etc.).</li> <li><strong>Access requirements:</strong> PIN, biometrics, credentials.</li> <li><strong>Conditional launch:</strong> min OS/app/SDK version, jailbreak/root checks, and the action on failure (block/wipe).</li> <li><strong>Assignments:</strong> assign to the relevant <strong>user groups</strong>.</li> <li><strong>Create.</strong></li> </ol> <blockquote> <p>App protection policies take time to apply and are delivered/refreshed on app check-in, so newly-set controls (clipboard, screenshots, PIN) may not be active immediately after first sign-in.</p> </blockquote> <hr /> <h2 id="intune-mdm-setup-optional">8. Intune MDM setup (optional)</h2> <p>Only needed for device-level management, managed-config auto-connect, or device-compliance CA.</p> <h3 id="add-the-halo-app-to-intune">8.1 Add the Halo app to Intune</h3> <p>Add the Halo app in Intune &gt; Apps;</p> <ul> <li><strong>iOS:</strong> add the App Store app (and assign it); the Halo bundle id is <code>com.haloservicesolutions</code>.</li> <li><strong>Android:</strong> add via Managed Google Play; app id <code>com.haloservicesolutions</code>.</li> </ul> <h3 id="device-enrolment">8.2 Device enrolment</h3> <p>Enrol devices via Company Portal (Android Enterprise / iOS Automated or Device Enrolment). See Microsoft documentation on how to configure this.</p> <h3 id="auto-connect-via-managed-config-halo_url">8.3 Auto-connect via managed config (<code>halo_url</code>)</h3> <p>You can pre-set and lock the Halo URL so the app skips the &quot;enter your Halo URL&quot; screen.</p> <ul> <li><strong>Important:</strong> this uses the <strong>Managed devices</strong> app configuration channel, which requires an <strong>MDM-enrolled device</strong>. It does <strong>not</strong> work through the MAM-only channel. BYOD/MAM-only users type the URL as normal.</li> <li><strong>Console:</strong> <strong>Apps → Configuration → Create → Managed devices</strong>, one policy per platform, targeting the Halo app, with key <strong><code>halo_url</code></strong> = your Halo URL (e.g. <code>https://mycompany.haloitsm.com</code>).</li> </ul> <p>When this is set, the &quot;Enter your Halo URL&quot; screen will not show, and it will instead show a &quot;Connecting to Halo&quot; screen and auto-connect to the Halo instance specified.</p> <hr /> <h2 id="conditional-access-optional-recommended">9. Conditional Access (optional, recommended)</h2> <p>Conditional Access (CA) is the Microsoft-native way to <strong>enforce</strong> that the app is protected before it can obtain a token.</p> <h3 id="what-it-does-here">9.1 What it does here</h3> <p>With a &quot;Require app protection policy&quot; CA policy in place, Entra will not issue a token to the app until it is enrolled and protected. The app detects this and drives the user through Intune enrolment automatically, then completes sign-in.</p> <h3 id="create-the-policy">9.2 Create the policy</h3> <ol> <li><strong>Microsoft Intune admin center → Endpoint security → Conditional access → Create new policy</strong> (or via <strong>Entra ID → Conditional Access</strong>).</li> <li><strong>Users:</strong> target the relevant users/groups.</li> <li><strong>Target resources:</strong> the cloud app(s) the policy protects. The target for this is <strong>your Halo SSO app</strong> (not the Halo Mobile application).</li> <li><strong>Conditions:</strong> set <strong>Device platforms</strong> (iOS, Android).</li> <li><strong>Grant → Require app protection policy</strong>.</li> <li>Enable and create.</li> </ol> <blockquote> <p>App Protection Policies (§7) must exist and be assigned <strong>before</strong> turning this on, or users will be blocked. App Protection Policies take time to apply.</p> </blockquote> <h3 id="device-compliance-ca-caveat">9.3 Device-compliance CA - caveat</h3> <p>A CA policy that requires a <strong>compliant / managed device</strong> (&quot;Require device to be marked as compliant&quot; / hybrid-joined) <strong>cannot</strong> be satisfied by MAM app protection - the device itself must be <strong>MDM-enrolled</strong> via Company Portal. The Halo app detects this case and tells the user to enrol their device; it cannot do it for them. Only use device-compliance CA if you're running full MDM.</p> <h3 id="conditional-access-vs-halo-enrolment-mode">9.4 Conditional Access vs Halo enrolment mode</h3> <table> <thead> <tr> <th>Setting</th> <th>Enforcement point</th> <th>Notes</th> </tr> </thead> <tbody> <tr> <td><strong>CA &quot;Require app protection policy&quot;</strong></td> <td>Microsoft Entra</td> <td>Recommended. Robust; overrides Halo enrolment mode.</td> </tr> <tr> <td><strong>Halo enrolment mode = Required</strong></td> <td>Halo app</td> <td>Fallback where CA isn't configured.</td> </tr> <tr> <td><strong>Halo enrolment mode = Optional</strong></td> <td>Halo app</td> <td>Attempts enrolment; allows access if it fails.</td> </tr> </tbody> </table> <hr /> <h2 id="broker-apps-company-portal-microsoft-authenticator">10. Broker apps (Company Portal / Microsoft Authenticator)</h2> <p>Intune enrolment and CA remediation require a Microsoft <strong>broker</strong> app on the device:</p> <ul> <li><strong>Android:</strong> Intune <strong>Company Portal</strong>.</li> <li><strong>iOS:</strong> <strong>Microsoft Authenticator</strong>.</li> </ul> <p>Without the broker, sign-in may fall back to the browser but <strong>enrolment cannot complete</strong>. If a user is missing it, the app prompts them to install the correct one from the store. Consider deploying the broker to users in advance.</p> <hr /> <h2 id="troubleshooting-admin-facing">11. Troubleshooting (admin-facing)</h2> <table oid=""> <thead> <tr> <th>User sees</th> <th>Likely cause</th> <th>Fix</th> </tr> </thead> <tbody> <tr> <td>&quot;Needs admin approval&quot; at sign-in</td> <td>Admin consent not granted (§4.5).</td> <td>Grant tenant admin consent for Halo Mobile.</td> </tr> <tr> <td>&quot;Install Company Portal / Microsoft Authenticator&quot;</td> <td>Broker app missing.</td> <td>Install the correct broker (§10).</td> </tr> <tr> <td>No Intune licence / not licensed</td> <td>User has no Intune licence, or no APP assigned.</td> <td>Assign an Intune licence and an App Protection Policy.</td> </tr> <tr> <td>Enrolment/setup not completed by your organisation</td> <td>&quot;Expose an API&quot; / client authorisation/consent incomplete (§4).</td> <td>Recheck §4.2–4.5.</td> </tr> <tr> <td>Device must be enrolled (compliance)</td> <td>Device-compliance CA in place; device not MDM-enrolled.</td> <td>User enrols device via Company Portal, or relax the CA (§9.3).</td> </tr> <tr> <td>&quot;Sign in again - new policies&quot;</td> <td>Halo MAM/SSO settings changed since last sign-in.</td> <td>Expected after config changes; user re-signs in.</td> </tr> <tr> <td>Tenant mismatch error</td> <td>Signed-in account isn't in the SSO tenant configured in Halo.</td> <td>Confirm the SSO record/tenant (§5.2).</td> </tr> <tr> <td>Unable to validate token</td> <td>Token exchange failed, likely configuration not completed or Application ID URI doesn't match between Halo and Entra</td> <td>Recheck §4.2–4.6.</td> </tr> <tr> <td>Agent not found with Azure OID </td> <td>The Entra user/tenant combo does not exist in Halo as an Agent account</td> <td>Run an Entra sync for the tenant, and sync Entra users to Halo agent accounts. Verify the agent can log into the Web application with Entra SSO.</td> </tr> </tbody> </table> <hr /> <h2 id="appendix">12. Appendix</h2> <h3 id="glossary">Glossary</h3> <ul> <li><strong>MDM</strong> - Mobile Device Management (whole-device management).</li> <li><strong>MAM / APP</strong> - Mobile Application Management / App Protection Policy (app-data protection, no device enrolment).</li> <li><strong>Conditional Access (CA)</strong> - Entra rules gating token issuance.</li> <li><strong>Broker</strong> - Company Portal (Android) / Microsoft Authenticator (iOS).</li> <li><strong>UPN / OID / Tenant ID</strong> - user principal name / Entra object id / directory id. User matching for the Halo exchange is by <strong>OID + tenant</strong> (UPN matching is disabled for multi-tenant security).</li> <li><strong>Token exchange</strong> - the grant Halo uses to swap the Entra-issued token for a Halo session token.</li> </ul> <h3 id="reference">Reference</h3> <table> <thead> <tr> <th>Item</th> <th>Value</th> </tr> </thead> <tbody> <tr> <td>Halo Mobile app (client id)</td> <td><code>65d704f3-fff1-42e0-a7bb-cec47b215837</code></td> </tr> <tr> <td>App id (bundle/package)</td> <td><code>com.haloservicesolutions</code></td> </tr> <tr> <td>Delegated permissions</td> <td><code>User.Read</code>, <code>DeviceManagementManagedApps.ReadWrite</code></td> </tr> <tr> <td>Scope to expose</td> <td><code>{Application ID URI}/access_as_user</code></td> </tr> <tr> <td>Managed config key</td> <td><code>halo_url</code></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>- What is&nbsp;Load Balancing?</strong></p><p data-pasted="true"><strong>- Determining how to Load Balance</strong></p><p><strong>- Load Balancing Tickets</strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">What is<strong data-pasted="true">&nbsp;Load Balancing?</strong></span></strong></p><p data-pasted="true">Load Balancing is a method of distributing Tickets which assigns Tickets based on the number of Tickets assigned to each Agent. Load Balancing will identify the Agent with the fewest Tickets assigned to them and assign the new Ticket accordingly. This is helpful for ensuring all Agents have an equal workload. Load Balancing can also be configured to account for an Agent&#39;s status. This prevents Tickets being assigned to Agents who are not available. &nbsp;</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Determining how to Load Balance</strong></span></p><p>You can determine which Agents are included in the Load Balance calculation based on their Agent profile, Team, and Status. In order for an Agent to be assigned a Ticket via Load Balance they will require the settting &quot;Exclude this Agent from automatic assignment (Load Balance, Round Robin etc)&quot; to be disabled in the Details tab of their Agent Configuration. Similar to the Agent level setting, in order for a Team to be included in Load Balanced Tickets, they will require the setting &quot;Include in Load Balance Calculations&quot; to be selected in the Details tab of the Team&#39;s Configuration. &nbsp;</p><p><br></p><p>To prevent Agents being assigned Tickets when they are not available, you can exclude Agent&#39;s from Load Balance when they have a particular status. In Configuration &gt; Teams &amp; Agents &gt; Agent Status, against each status you can toggle the option &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat&quot; for Agents to receive Load balanced Tickets when in this status. If you would like Agents to receive Ticket&#39;s linked to a chat while in this status you can also toggle the option &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZjFmNzM3LWY2YTUtNGY4Yi1iZjZlLWE3NTA0NTQzMTJiYyJ9.yPMOQt7oBhxtAj9h41INjgRdIR6eBwfGV4gXXLKvbcg" class="fr-fic fr-fil fr-dib" width="745" height="904"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 1. Including a status in Load Balance</strong></span></p><p><br></p><p data-pasted="true">In Configuration &gt; Tickets &gt; General Settings, you will also find the option &quot;Only Round Robin and Load Balance to logged in Agents&quot;. When selected, assigning Tickets via Load Banance Robin will exclude Agents who are not logged in to Halo from Ticket assignment. This is recommended as it will stop Agents that are not currently using Halo to be included in Ticket assignment.</p><p><br></p><p data-pasted="true">Similarly, Tickets in particular statuses can be excluded from Round Robin. Against each Ticket status (Configuration &gt; Tickets &gt; Ticket Statuses) you can set the status to &quot;Include in Load Balance calculations&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkZDVkNTdlLWVlYTctNDgzOS05Yjg4LThiMGZhMjg5ZmJhNyJ9.iCl9wT03dsH2-W5vt4gDEvWuEiV9_ADhCorIo71c360" class="fr-fic fr-fil fr-dib" width="963" style="width: 965px; height: 854.504px;" height="855"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Including a Ticket status in Load Balance</strong></span></p><p><br></p><p data-pasted="true">To include Tickets that are currently on SLA Hold in the Load Balance calculation, select &quot;Include Tickets on SLA hold in Load Balancing&quot; in Configuration &gt; Tickets &gt; General Settings.&nbsp;</p><p><br></p><p>Load Balancing can also be set to account for the Agent&#39;s estimated time per Ticket. To enable this, select &quot;Load Balance based on remaining Estimate time&quot; in Configuration &gt; Tickets &gt; General Settings. In order for this calculation to take place, the &quot;Estimated Time&quot; field should be added to the Field List of each Ticket Type, or a default &quot;Estimated Value&quot; should be set per Ticket Type. Since some Tickets take longer to complete than others, using this option allows Tickets to be assigned based on the Agent&#39;s capacity rather than simply the quantity of Tickets. &nbsp;&nbsp;</p><p><br></p><p>Against each Ticket Type you can set a &quot;Minimum interval between load balance to each Agent&quot;. This is the number of minutes after a Ticket has been Load Balanced to an Agent before they can receive another Load Balanced Ticket. Below this is the option to &quot;Exclude Agents with more than X Tickets from Load Balance&quot;. If an Agent has more Tickets than the number set here they will no longer be eligible to receive Load Balanced Tickets of this type. By default this value is the total number of Tickets regardless of Ticket Type, however,this can be set to only count this Ticket Type by selecting &quot;Only count Tickets of this Ticket Type in the maximum allowed Tickets&quot;. To set a different limit per Agent or Team, select the &quot;Configure limits per Agent for this Ticket Type&quot; and/or &quot;Configure limits per Team for this Ticket Type&quot;, and add the Agent/Team and their corresponding maximum allowed Tickets to the table. These Agent specific limits can also be configured in the Preferences tab of an Agents profile.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZTRiMGM4LWQ2ZGEtNDQzMy04MmJmLTg3YTIzN2Q4ZTBiZSJ9.wZ0dLOLI0kUyJUcoyryZ_t89vDuViZk1VwbiLF0nPTM" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 504.67px;" height="505"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3. Ticket Type Load Balance limits</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Load Balancing Tickets</strong></span></p><p><span style="font-size: 12pt;"><strong>Load Balancing new Tickets</strong></span></p><p>If you would like Tickets to be automatically Load Balanced upon creation you can set this per Ticket Type. In Configuration &gt; Tickets &gt; Ticket Types, head to the Defaults tab of your chosen Ticket Type. Select &quot;Load Balance&quot; in the &quot;Agent&quot; dropdown. Once saved, this Ticket Type will assign to the Agent with the fewest assigned Tickets upon creation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2NWNhOTM5LTcyZWQtNDllYy1hNmU2LTQ4ZmZmYWE4ODc2MSJ9.kOYsQuS95EijqNSq9RS9bhwijKvqMfrZIyAxA02qMYo" class="fr-fic fr-fil fr-dib" width="1072" style="width: 1074px; height: 360.046px;" height="360"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 4. Default Agent</strong></span></p><p><br></p><p data-pasted="true">If you would rather only use Load Balancing on manually raised Tickets, head back to Configuration &gt; Tickets &gt; General Settings, and enable &quot;Show Load Balance on the New Ticket Screen&quot;. Against your Ticket Type you will need to add the field &quot;Agent&quot; to the Field List.</p><p><br></p><p>Now when a Ticket is logged manually you will be able to set the &quot;Team/Agent&quot; field to &quot;Load Balance&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYjI1ODM1LTdlN2YtNDhiNS05NTk0LTFkMzJkY2Y4NTIzNCJ9.XiyfMVN2PrISe7FEBhbGv_nKN5OPcgjulAQ7jG2JArk" class="fr-fic fr-fil fr-dib" width="1077" style="width: 1079px; height: 543.6px;" height="544"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 5. Team/Agent dropdown</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Load Balancing on an Action</strong></span></p><p data-pasted="true">If you would like Load Balancing of Tickets to happen on a specific Action you can enable &quot;Show Load Balance on the New Action screen&quot; in Configuration &gt; Tickets &gt; General Settings. This is useful for allowing Agents to use Load Balancing to re-assign, or escalate Tickets to another Team.&nbsp;</p><p><br></p><p data-pasted="true">Against your Action ensure you have added &quot;Re-Assign&quot; to the Field List.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlOTJmNGU4LWQzNmMtNDc0ZC05YTFmLTUwNjNlNzBkMDNmNiJ9.z0d-T9DtZlRDrpdblUtjlKb-m3hPG22rMkLFi2tcYhY" class="fr-fic fr-fil fr-dib" width="1085" style="width: 1087px; height: 398.428px;" height="398"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 6. Re-assign field on an Action</strong></span></p><p><br></p><p data-pasted="true">Now when this Action is used Load Balance can be selected in the &quot;Team/Agent&quot; dropdown.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2YjdhZjU4LTNlYTItNGFiOC05ZmNhLWNkNTUwY2JlOGJlNyJ9.nqovSZyhc74-uzBZ9LiGYsF0xB9fzn1ji3XrJxdnooM" class="fr-fic fr-fil fr-dib" width="801" style="width: 803px; height: 387.044px;" height="387"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 7. Re-assigning on an Action</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Load Balancing on a schedule</strong></span></p><p>When Load Balancing on a schedule you can choose to configure your schedule per Team or Ticket Type.&nbsp;</p><p><br></p><p>To set your schedule per Team, first navigate to Configuration &gt; Tickets &gt; General Settings. Here set the &quot;Scheduled Load Balancing configuration type&quot; dropdown to &quot;Configured per Team&quot;. Now head into Configuration &gt; Teams &amp; Agents &gt; Teams, and against each Team select &quot;Run Load Balance on unassigned Tickets on a schedule&quot;. This will show an Integer field where you can set the number of minutes to wait before unassigned Tickets will be Load Balanced out. Below this is the option to &quot;Automatically assign the next available Unassigned Ticket when an Agent closes a Ticket&quot;. This is almost instant, quicker than the regular scheduled Load Balance.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5NTI5NzFmLTJiYTktNGNjYy05ZGQzLWMwMjQ4YWQwMWIyNiJ9.-6oorTlRYO0SwU4_pcc0HlgqujU7m2ASuAEqoduGWHo" class="fr-fic fr-fil fr-dib" width="1140" style="width: 1142px; height: 621.393px;" height="621"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 8. Load Balancing on a schedule&nbsp;</strong></span></p><p><br></p><p>If you would rather set your schedule per Ticket Type, navigate to Configuration &gt; Tickets &gt; General Settings. Here set the &quot;Scheduled Load Balancing configuration type&quot; dropdown to &quot;Configured by Ticket Type&quot;. Now head into Configuration &gt; Tickets &gt; Ticket Types, choose a Ticket Type, head into the Setting tab and select &quot;Run Load Balance on unassigned Tickets on a schedule&quot;. This will show an Integer field where you can set the number of minutes to wait before unassigned Tickets will be Load Balanced out. <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">Below this is the option to &quot;Automatically assign the next available Unassigned Ticket when an Agent closes a Ticket&quot;. This is almost instant, quicker than the regular scheduled Load Balance.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkM2IxMDBlLWVlZGYtNDQzNi1iZTJkLTI0ZDk2YzJlMzI4OSJ9.cl8jTBDKMxiIIvXp5Xg-t_SB6roWmz55Oh-b0ZFJveQ" class="fr-fic fr-fil fr-dib" width="1136" style="width: 1138px; height: 520.316px;" height="520"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 9. Load Balancing on a schedule</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Increase the Speed of Initial Load Balance when Load Balancing Tickets on a Schedule (v2.238+)</strong></span></p><p>Each Agent status can be configured so that as soon as an Agent moves into this status an automation runs to check to see if there are any appropriate Tickets to Load Balance and if the Agent has capacity to be Load Balanced these Tickets.&nbsp;</p><p><br></p><p>This can help speed up the intial Load Balance when Load Balancing unassigned Tickets on a schedule as it can take a few minutes for the assignment scan to kick in. This means if an Agent has no Tickets in their queue before switching to a Load Balance-available status it can take a few minutes before they are assigned a Ticket. When this functionality is enabled, Tickets will be checked and Load Balanced as soon as an Agent switches to this status, saving them needing to wait for the schedule to run before being assigned a Ticket. This is particularly useful for teams who begin their shift/day with no Tickets in their queue and work at a fast pace.&nbsp;</p><p><br></p><p>To set this up head to Configuration &gt; Teams and Agents &gt; Statuses &gt; select a status that makes agents available for Load Balance &gt; enable &quot;Queue a System Automation to Load balance Unassigned Tickets to the Agent&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjZmZhZTJmLWVmOTYtNDU5MC04YmUzLTE3YTQ2Y2Y0ODUwOCJ9.04sfY6UxxIwrFu8ljNHG48V76n7M1xxIptL_r6Fta5g" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 633.042px;" height="633"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 10. Queue a System Automation to Load balance Unassigned Tickets to the Agent</strong></span></p><p><br></p><p>Once enabled you will need to choose the Ticket Type and/or Team to Load Balance tickets from. If a Ticket Type is chosen, only Tickets of this type will be assigned out when Agents switch to this status. If a Team is chosen, only Tickets currently assigned to this Team (but not to an Agent) will be assigned out. At least one of these criteria fields must be set.&nbsp;</p><p><br></p><p><strong><em>Note: The Agent Status &quot;Queue a System Automation to Load balance Unassigned Tickets to the Agent&quot; is enabled for must also have Load Balance enabled, so &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat&quot; and/or &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat&quot; must be enabled on this status.&nbsp;</em></strong></p><p><br></p><p>Now, when an Agent switches to this status, the 5 oldest unassigned Tickets will be checked to see if they can be Load Balanced to this Agent (based on oldest ticket ID first). If any of the 5 can be Load Balanced, they will be. If only 1 of the 5 meets the criteria, only this one will be assigned.&nbsp;</p><p><br></p><p>This takes into account other Load Balance configuration, such as Load Balance limits (for the Team/Agent/Ticket Type) and if Tickets on SLA are allowed to be Load Balanced.&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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is Round Robin?</strong></p><p><strong>- Determining who to include in Round Robin</strong></p><p data-pasted="true"><strong>- Assigning Tickets via Round Robin</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is Round Robin?</strong></span></p><p data-pasted="true">Round Robin is a method of distributing Tickets which cycles through Agents based on their ID. The Round Robin feature will assign to agents based on their ID number in their Team. This means that the system will give a Ticket to each member of the team list and then loop back through the list of Agents again, there is no logic behind it, the Agents will just be assigned based off of their number on the team list (this is not configurable any other way).</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;"><strong data-pasted="true">Determining who to include in Round&nbsp;</strong>Robin</span></strong></p><p data-pasted="true">You can determine which Agents are included in the Round Robin calculation based on their Agent profile, Team, and status. In order for an Agent to be assigned a Ticket via Round Robin they will require the setting &quot;Exclude this Agent from automatic assignment (Load Balance, Round Robin etc)&quot; to be set to &quot;No&quot; in the Details tab of their Agent Configuration. Similar to the Agent level setting, in order for a Team to be included in Round Robin allocated Tickets, they will require the setting &quot;Include in Load Balance Calculations&quot; to be selected in the Details tab of the Team&#39;s Configuration. &nbsp;</p><p><br></p><p>To prevent Agents being assigned Tickets when they are not available, you can exclude Agents from Round Robin when they have a particular status. In Configuration &gt; Teams &amp; Agents &gt; Agent Status, against each status you can toggle the option &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat&quot; for Agents to receive Round Robin Tickets when in this status. If you would like Agents to receive Ticket&#39;s linked to a chat while in this status you can also toggle the option &quot;Include Agents with this Status in Load Balance and Round Robin for Tickets not linked to a Chat&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4OGJmOGQ1LWExMGUtNDNjYS05MDEyLWFjY2QyNzIzYWViZSJ9.obzSCL_gqyoczlOj_J_yht_8K_WXJ0999rrA-kcxucQ" class="fr-fic fr-fil fr-dib" width="745" height="904"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 1. Including a status in Round Robin</strong></span></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;">In Configuration &gt; Tickets &gt; General Settings, you will also find the option &quot;Only Round Robin and Load Balance to logged in Agents&quot;. When selected, assigning Tickets via Round Robin will exclude Agents who are not logged in to Halo from ticket assignment. This is recommended as it will stop agents that are not currently using Halo to be included in Ticket assignment.</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 data-pasted="true"><strong><span style="font-size: 14pt;"><strong data-pasted="true">Assigning Tickets via Round&nbsp;</strong>Robin</span></strong><span style="box-sizing: inherit; font-size: 12pt;"><strong style="box-sizing: inherit; font-weight: 700;"><br>Round Robin on new Tickets</strong></span></p><p data-pasted="true" 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 you would like Tickets to be automatically assigned via Round Robin upon creation you can set this per Ticket Type. In Configuration &gt; Tickets &gt; Ticket Types, head to the Defaults tab of your chosen Ticket Type. Select &quot;Round Robin&quot; in the &quot;Agent&quot; dropdown. Once saved, this Ticket Type will be allocated to an Agent based on the next ID in the Round Robin cycle.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkZWExYjg4LWNhZDktNDFiNi1iNjU3LTNjNzFmNTdjOWRmNyJ9.71ckoXmUSP_SP8tXVa_WGcnIXlz8ltgLWN2MVwTVIgk" class="fr-fic fr-fil fr-dib" width="1061" style="width: 1063px; height: 356.132px;" height="356"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Default Agent</strong></span></p><p><br></p><p data-pasted="true">If you would rather only use Round Robin on manually raised Tickets, head back to Configuration &gt; Tickets &gt; General Settings, and enable &quot;Show Round Robin on the New Ticket Screen&quot;. Against your Ticket Type you will need to add the field &quot;Agent&quot; to the Field List.</p><p><br></p><p>Now when a Ticket is logged manually you will be able to set the &quot;Team/Agent&quot; field to &quot;Round Robin&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MTE0ZmNlLWE5YTUtNDg0YS05YjM0LTUyOTcwN2NiZDk1OCJ9.3LuAGv62ikkdayG9DqD6WNncUt5dln34_jnyrNCL5j8" class="fr-fic fr-fil fr-dib" width="1065" style="width: 1067px; height: 544.851px;" height="545"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3. Team/Agent dropdown</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Round Robin on an Action</strong></span></p><p>If you would like Tickets to be assigned via Round Robin on a specific Action you can enable &quot;Show Robin on the New Action screen&quot; in Configuration &gt; Tickets &gt; General Settings. This is useful for allowing Agents to use Round Robin to re-assign, or escalate Tickets to another Team.&nbsp;</p><p><br></p><p>Against your Action ensure you have added &quot;Re-Assign&quot; to the Field List.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMjFmNjNkLTIxOWYtNGRhMS04MDBjLTk5YjI3NjJjZGJhZCJ9.QPtyAaVNR8QXtSB4v699iwmDkJ5s6qqubsxCdvZRMnM" class="fr-fic fr-fil fr-dib" width="1067" style="width: 1069px; height: 391.94px;" height="392"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 4. Re-assign field on an Action</strong></span></p><p><br></p><p data-pasted="true">Now when this Action is used Round Robin can be selected in the &quot;Team/Agent&quot; dropdown.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkZTBmNzA0LTMwZjUtNGMzMy05NGI0LTdiYTI4NjZhYjM0NSJ9.lcyKX-j4-vU84k4aIGKSpji1o9fDioP2lERqDA7dHkQ" class="fr-fic fr-fil fr-dib" width="871" style="width: 873px; height: 426.306px;" height="426"></p><p><span style="font-size: 10pt;"><strong>Fig 5. Re-assigning on an Action</strong></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 is Intelligent Routing?</strong></p><p data-pasted="true"><strong>- Intelligent Routing of Tickets</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is Intelligent Routing?</strong></span></p><p>Intelligent Routing is a method of distributing Tickets which factors in an Agents availability, and previous interactions with the Ticket&#39;s User to assign a Ticket to an Agent. This means Tickets are more likely to be assigned to Agents who have recently worked on a Ticket for this User. Intelligent Routing is advantageous as the User is more likely to interact with an Agent they are familiar with, allowing improved Agent-User relationships.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Intelligent Routing of Tickets</span></strong></p><p>To enable Intelligent Routing you will first need to navigate to Configuration &gt; Tickets &gt; General Settings, then head to the &quot;Assignment of Tickets&quot; section. To determine the behaviour of the Intelligent Routing you can set the &quot;Intelligent Routing cutoff days&quot; and &quot;Intelligent Routing maximum Tickets&quot;. These determine how many days prior to the new Ticket being logged, and maximum number of Tickets from the same User that will be considered in the Intelligent Routing calculations. This allows you to prevent Ticket&#39;s being assigned based on old interactions.</p><p><br></p><p data-pasted="true">You can determine which Agents are included in the Intelligent Routing calculation based on their Agent profile and status. In order for an Agent to be assigned a Ticket via Intelligent Routing they will require the setting &quot;Exclude this Agent from automatic assignment (Load Balance, Round Robin etc)&quot; to be set to &quot;No&quot; in the Details tab of their Agent Configuration.</p><p><br></p><p>To prevent Agents being assigned Tickets when they are not available, you can exclude Agent&#39;s from Intelligent Routing when they have a particular status. In Configuration &gt; Teams &amp; Agents &gt; Agent Status, against each status you can toggle the option &quot;Include Agents with this Status in Intelligent Routing&quot; for Agents to receive Intelligent Routed Tickets when in this status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxOTIxNGUwLTZmOGItNGQwZC1hZjNjLWQ1ZjM5MDNhMzIxNCJ9.QGJnZ0_gBmqQtG3F6-x8gB1nd0oqaWUrT107BfLP5sg" class="fr-fic fr-fil fr-dib" width="676" height="838"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Including a status in Intelligent Routing&nbsp;</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Intelligent Routing on new Tickets</strong></span></p><p>To force Intelligent Routing on newly created Tickets you can create a Ticket Rule. Head into Configuration &gt; Tickets &gt; Ticket Rules, and create a new Rule. Ensure that &quot;Stop matching other rules when matched&quot; is deselected, so that any other rules required can also match the Ticket. Then set the &quot;Use&quot; to &quot;New Ticket&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4OGJiOGU2LWM0MDAtNDc5Mi04MGUyLTQyYmM5NWYzNWZiZSJ9.XA3AmOldQZGghke6ysPDHdlsSEm7Ttw5nghyzKcsqVQ" class="fr-fic fr-fil fr-dib" width="1047" style="width: 1049px; height: 477.907px;" height="478"></p><p><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Intelligent Routing Ticket Rule</strong></span></p><p><br></p><p>If you would like to only apply this rule to only specific Ticket Types you can restrict this using the Criteria table.</p><p><br></p><p>Under the Outcome section, click on the &quot;Agent&quot; dropdown, and select &quot;Intelligent Routing&quot;. Once you have saved the new Rule, whenever it is matched it will use Intelligent Routing to determine the Agent assigned the Ticket.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1Mzg4NGVjLTg5OTAtNGIwNS05M2NmLWRhMWY2ZDE1ZjFkMyJ9.02BkAHJoegEXQ2kjB1r5Hy5RrK0-2r3SQjQDoPRiU6E" class="fr-fic fr-fil fr-dib" width="1051" style="width: 1053px; height: 374.207px;" height="374"></p><p><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3.</strong></span></strong><span style="font-size: 10pt;" data-pasted="true"><strong>&nbsp;Intelligent Routing Ticket Rule outcome</strong></span></p><p><br></p><p>If you would rather only use Intelligent Routing on manually raised Tickets, head back to Configuration &gt; Tickets &gt; General Settings, and enable &quot;Show Intelligent Routing on the New Ticket Screen&quot;. Against your Ticket Type you will need to add the field &quot;Agent&quot; to the Field List.</p><p><br></p><p>Now when a Ticket is logged manually you will be able to set the &quot;Team/Agent&quot; field to &quot;Intelligent Routing&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNmZjZmU1LTA3NzktNDRmMi1hZjY5LTRjMjYwZjc4NDUyZiJ9.vcVFcnR5wQzVNV-zw32yPAstI87NmjXhB1HO5QPAuho" class="fr-fic fr-fil fr-dib" width="1031" style="width: 1033px; height: 530.303px;" height="530"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 4. Team/Agent dropdown</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 12pt;"><strong>Intelligent Routing on an Action</strong></span></p><p>If you would like Intelligent Routing of Tickets to happen on a specific Action you can enable &quot;Show Intelligent Routing on the New Action Screen&quot; in Configuration &gt; Tickets &gt; General Settings. This is useful for allowing Agents to use Intelligent Routing to re-assign, or escalate Tickets to another Team.&nbsp;</p><p><br></p><p>Against your Action ensure you have added &quot;Re-Assign&quot; to the Field List.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhODAyODY5LTE0YWUtNDllOC05NDk0LWRiNDk0YmRhZDg2MCJ9.UuQPq3_GmjSZONbmG-Gwx8mKimTxkXkkgt9uvKH71aI" class="fr-fic fr-fil fr-dib" width="935" style="width: 937px; height: 343.447px;" height="343"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 5. Re-assign field on an Action</strong></span></p><p><br></p><p>Now when this Action is used Intelligent Routing can be selected in the &quot;Team/Agent&quot; dropdown.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjZTdlMTg3LWJhZjItNDNmYy1iY2VjLTY4MjlmNjNkYThhOSJ9.bArhkkDcwKBpC8v7v9gvyGOOMGlubI7QZwGl5XJtw-c" class="fr-fic fr-fil fr-dib" width="943" height="457"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 6. Re-assigning on an Action</strong></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 data-pasted="true"><strong>- What is Qualification Matching?</strong></p><p><strong>- Creating Qualifications &nbsp;</strong></p><p><strong>- Assigning Tickets based on Qualification</strong></p><p data-pasted="true"><strong>- Qualification Matching Notifications</strong></p><p><strong>- Qualification Matching on Appointments</strong></p><p><strong>-&nbsp;</strong><strong>Allowing Agents to create/update qualifications</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is <strong data-pasted="true">Qualification Matching?</strong></span></strong></p><p>Qualification Matching is a method of storing and managing qualifications. These qualifications can then be used to direct Tickets to the Agent with the relevant qualification. Tickets which require handling by a qualified Agent will be routed to an Agent who hold the qualification.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Creating Qualifications</strong></span></p><p>In order to use Qualification Matching you will first need to create your qualifications. Head to Configuration &gt; Teams &amp; Agents &gt; Qualification Matching, and click &quot;Add&quot; to create a new qualification.</p><p><br></p><p>Name the qualification and weighting. This weighting will be used to identify which other qualifications this qualification takes precedence over. This is then used to determine the most suitable Agent if multiple qualifications are matched to a Ticket. Those with higher weightings will place the Agents with the qualification at the top of the list. To force Tickets which match this qualification to be assigned to an Agent who currently holds this qualification, check the &quot;Agents must have this qualification to be assigned a Ticket that matches this qualification&quot; checkbox.&nbsp;</p><p><br></p><p>Next you will need to set the criteria for Tickets to match this qualification. Add a line to the table for the criteria which will be used to match the Ticket to the qualification. Each line added here will act as an &quot;OR&quot; condition, with the qualification being matched if any of the criteria lines are met.</p><p><br></p><p>When you click &quot;Add&quot; you will have the option to create Criteria Groups. These are &quot;AND&quot; conditions, where all the criteria must be met for the Ticket to match. To do this, add multiple lines to the table in this modal window. Once saves, each criteria line within the group must be met in order for the overall group to be met.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzNWQxNjJjLWY3NjgtNDEzZS05MTRlLTRiMWY1NDk4MDVkOSJ9.X0MXvQYwenod2xwbXyDFqgyJS3toGbCKOTbfTQVnQMY" class="fr-fic fr-fil fr-dib" width="919" style="width: 921px; height: 400.84px;" height="401"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. Adding criteria</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOGE5NGJkLTk3Y2UtNGZlMy05YWExLWJjNjU0Nzg4MGFhYiJ9.KwsN_8VOMkYwychkgKNtyyo0ff4diHJSgNfC1A2cB3A" class="fr-fic fr-fil fr-dib" width="919" style="width: 921px; height: 513.169px;" height="513"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. Adding criteria</strong></span></p><p><br></p><p>In the Figure example, criteria has been setup for the Ticket to match this qualification if:&nbsp;</p><p>&nbsp;</p><ul><li>Category = IT Security Threats&gt;Malware</li></ul><p>OR</p><ul><li>Asset Type = Server AND Security Issue = Yes</li></ul><p><br></p><p>Now head into the Agents tab and add the qualified Agents to the table. For each Agent added, set the start and end date of their qualification. Once the end date is met the Agent will no longer be considered to hold that qualification.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhOWRjZmU5LTM0NTktNGE0NC04ZTE0LWIyMGI4NWZlOWY0OSJ9.iNWFkFjHK5NeG35V0T0JFdMJcIOyeBocQxsRZHC3B6Y" class="fr-fic fr-fil fr-dib" width="942" style="width: 944px; height: 379.997px;" height="380"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Adding qualified Agents&nbsp;</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Assigning Tickets based on Qualification</strong></span></p><p>When assigning a new Ticket, or using a re-assign Action on a Ticket which matches a Qualification, if &quot;Agents must have this qualification to be assigned a Ticket that matches this qualification&quot; is enabled against your Qualification, only the qualified Agents will be available to select in the dropdown. If this setting is disabled, the dropdown will show all Agents with a tick or cross to represent if they are qualified to action the Ticket.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNjc3YjJiLWE4N2EtNDk2OS1iYWFlLTAyODVmZmZiOTJlNiJ9.42jpKdWxdX3IAkTqAGDds8iDcovGtp1cldzKvzS4T40" class="fr-fic fr-fil fr-dib" width="345" height="258"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Assigning to an Agent</strong></span></p><p><br></p><p>To assign out Tickets in line with Agent qualifications you can also use Load Balancing. Since your Tickets may not have been assigned via Load Balancing originally, in the Load Balance section of your qualification you can determine the behaviour when the assigned Agent does not match the qualification.</p><p><br></p><p data-pasted="true"><strong>If Load Balancing the Ticket and no Agent matched, assign to Unassigned:</strong> Will only show if the qualification is not mandatory. This will assign the Ticket to Unassigned if no Agent is matched when Load Balancing.</p><p><strong>Load balance the Ticket if this Qualification is matched and current Assigned Agent is unqualified:&nbsp;</strong>This will trigger Load Balance if the qualification is matched and the Agent who has been assigned the Ticket is unqualified.&nbsp;</p><p><strong>Load balance the Ticket if this Qualification is unmatched and current Assigned Agent is unqualified:&nbsp;</strong>This will trigger Load Balance if the qualification is unmatched but still matches another qualification. The Ticket will not be Load Balanced if it has no other qualifications, as all Agents are now allowed the Ticket.</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Load Balance Re-Opened Qualified Tickets</strong></span></p><p>If a Ticket is reopened and the assigned Agent is no longer qualified, the Ticket can be load balanced to another qualified Agent. This can also apply if the Ticket did not originally meet qualification criteria, and now does.</p><p><br></p><p>In Configuration &gt; Tickets &gt; General Settings, set &quot;Tickets reopened by updates are assigned to&quot; to &quot;Load balance if assigned Agent doesn&#39;t match mandatory qualification&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjODU4MThiLTQ1ZGItNGZiZS04ZmM2LWY0MjAxOWMyZjUwZSJ9.VhHRa8sKVgMhaK_DJUouQycYhxrwgOca1ABbUgkdx9Q" class="fr-fic fr-fil fr-dib" style="width: 993px; height: 317.786px;" width="991" height="318"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. Reopened Tickets settings</strong></span></p><p><br></p><p>The Qualification matched must have &quot;Agents must have this qualification to be assigned a Ticket that matches this qualification&quot; enabled.</p><p><br></p><p>For example, when the Ticket assigned to Patricia was reopened, this time meeting that Qualification criteria, it was reassigned to Ken who has that Qualification.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyZGQyNjRiLTYxOWEtNDA4YS1iYzAwLWE5NmY0MGQ5OWU5NCJ9.yMizG7-3nil1r0GJBU_uF0ThQpQmh1HYid0zsv0yIFg" class="fr-fic fr-fil fr-dib" width="1037" style="width: 1039px; height: 390.246px;" height="390"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. Qualification Load Balance example</strong></span></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Qualification Matching Notifications</span></strong></p><p>Notifications with the Trigger &quot;New Ticket Logged (Qualified)&quot; or &quot;Ticket Updated by User (Qualified)&quot; can be set up to notify Agents with the relevant qualifications when a Ticket is logged or updated.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhM2E5ZWM0LWZhN2ItNDZiZi1iYmUzLTI0N2QwODJkYmFlOSJ9.FcE4JlutmvzDCmksqtz7YlF6eYu_gZDFgcmPZBMGGgI" class="fr-fic fr-fil fr-dib" width="926" style="width: 928px; height: 548.283px;" height="548"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 7. New Ticket Logged (Qualified) notification</strong></span></p><p><br></p><p>When a Ticket meets the event trigger, the &quot;New Request Logged (Qualified)&quot;, or &quot;Request Updated by User (Qualified)&quot; Notification Template will be sent via the method configured against the notification. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMTZmMDBmLWZiZWUtNGQ1Ni1iN2M3LWUwNzNhMDFkNzkzZiJ9.CIfBD9boNZZkJfEqbFPd3Lxb8BLGtHx6Ku5IDtKywfY" class="fr-fic fr-fil fr-dib" width="361" height="194"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 8. Qualified Ticket notification</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Qualification Matching on Appointments&nbsp;</strong></span></p><p data-pasted="true">The setting &quot;Appointment Scheduler should only show qualified agents by default&quot;, checked on in Configuration &gt; Calendars &amp; Appointments &gt; General Settings, is the option to only show qualified agents when scheduling appointments.</p><p><br></p><p>When selected, if qualification matching has been set up, then the agents shown on the appointment scheduler (at the top of the create appointment screen) will be the ones that are qualified to deal with that ticket. A qualification could be i.e. Cisco Certified Network Associate (set as a qualification on an agent) therefore if a qualification match is set to say &quot;If the category on the ticket is Hardware &gt; Desk Phone &gt; Cisco&quot;, then make the ticket qualified for only Cisco Certified Network Associates to deal with.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkM2U3NjllLWNjZjktNGIzMy04OTU4LThmN2ExNTUyYTZmNSJ9.pLot1bED-uVRFEthHpxTVbUMRYZmR1ZH5KQRPjtHYBc" class="fr-fic fr-fil fr-dib" width="611" height="55"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 9. Appointment Scheduler&nbsp;</strong></span></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>This can be audited to show when qualification matching has been used to assign a certain agent to the ticket. In Configuration &gt; Tickets &gt; General Settings, enable &quot;Add Action when qualification is matched&quot;. This will add a system action like the below to the ticket, which can be viewed by clicking the icon here to switch to &quot;All Actions&quot;. It will show that a qualification has matched, and the name of which one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxYTgwZmM4LWI1MjItNDI4ZS1hNWMwLTNmODM1Y2NiYTRhNiJ9.woxkuCTVQOUqbp_JxQ5p49oJ8oOJofaq1LYxMQ0ja7E" class="fr-fic fr-fil fr-dib" width="961" height="177"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 10. Qualifications Matched system Action&nbsp;</strong></span></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 data-pasted="true"><span style="font-size: 14pt;"><strong>Allowing Agents to create/update qualifications</strong></span></p><p>In order for an Agents to create qualifications they must have the permission &quot;Can Create Qualifications&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlN2QyZDM4LWNmOTEtNGI5NC1hNzE2LTUwNWQ5MmE2ZGNiNSJ9.OO46au8xJ8XPGuM4ZQfWzcarfHmbmbBXLo5EgKYXuro" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 536.082px;" height="536"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 11. Can create Qualifications permission&nbsp;</strong></span></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>However, if you would like certain Agents to have access to update particular Qualifications, this can be achieved via <a href="https://www.usehalo.com/guides/2426" target="_blank" rel="noopener noreferrer">Access Control</a>.</p><p><br></p><p>Against each qualification is the option to grant Access Control.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5OGY2N2ViLWEyZjMtNDg2Yi1hZTIxLWUyM2Q5M2FkMWZhOCJ9.lti_0a5aAiYH6XtKWNt92L_yIGslNxSayZG-NmbwVRo" class="fr-fic fr-fil fr-dib" width="685" height="639"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 12. Access Control&nbsp;</strong></span></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>Clicking this &quot;Access Control&quot; button will open a modal window, where access to edit this qualification can be granted to particular Agents, Teams, Roles, and/or Departments.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3YzIyN2U4LWRjZjUtNDJmYS05NzJhLThmNWEzNGUxMDU4YSJ9.2sG4SOL2WJxQiKogVbaPDl31w5zLoMimQTXKJVq1usU" class="fr-fic fr-fil fr-dib" width="676" height="365"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 13. Granting Access Control&nbsp;</strong></span></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>Only Agents with &quot;Owner&quot; level access will be able to delete the qualification.</p><p><br></p><p>Using Access Control is particularly useful for allowing the Team or Agent responsible for the qualification to update which Agents have obtained it. This means if different Agents or Teams are responsible for different qualifications they can update only the relevant details. &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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- How to Import Services using CSV/XLS/Spreadsheet Method</strong></p><p><strong>- Finding additional fields to Import&nbsp;</strong></p><p><strong><br></strong></p><p><strong>Configuration Settings Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1863" target="_blank" rel="noopener noreferrer"><strong>Services</strong></a></li></ul><p data-pasted="true"><span style="font-size: 14pt;"><strong>How to Import Services using CSV/XLS/Spreadsheet Method</strong></span></p><p data-pasted="true">This guide covers how to import Services using an XLS Template. This spreadsheet is used for creating new Services.</p><p><br></p><p data-pasted="true">Navigate to Configuration &gt; Service Catalogue. Head to the Imports section and click the &quot;Import Service Catalogue&quot; button. &nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZDM1MjIwLWU0ZDQtNDJlZS1hMmQwLWY4NTZhNDZiZTU0ZCJ9.gQQZPZHnePA8gnmHyGNpuTTW0VF-WuL_wV-UZCwOk1k" width="592" height="463" 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: 594px; height: 463.161px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"><span style="font-size: 10pt;"><strong>Fig 1. Import Service Catalogue button</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. If open, close the File Explorer, and click &quot;Download Samples&quot; to download the XLS templates.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNDQ2NDZkLTQxNWEtNDc5OC1iY2QwLTNkZTc0ZDBlYmEwZSJ9.LT3b8CmhVEgOCA1-o1v6dD5qDLFs4TOEM_zxbZh48Lw" class="fr-fic fr-fil fr-dib" width="1026" style="width: 1028px; height: 286.743px;" height="287"></p><p><span style="font-size: 10pt;"><strong>&nbsp;Fig 2. Download Samples option</strong></span></p><p><br></p><p data-pasted="true">This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot;Services&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0YWM3Y2QxLWMxZmQtNDE0Ny1hYTgyLWU3MjNiMWZmNTNiYiJ9.1l3GekRTKqEQFAujbaAxqeP5VaE0tXmCRnyTdp0WFYg" class="fr-fic fr-fil fr-dib" width="1006" style="width: 1008px; height: 498.248px;" height="498"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Services XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.&nbsp;</p><p><br></p><p><strong><em>Note: You should include a value for either ServiceTicketType, ServiceTemplate, OR ServiceURL based on which of these (Ticket Type/Template/URL) you would choose in your Service Request Details configuration. This is also the case for Incident Details should you wish for Subscribers to be able to log Incidents.&nbsp;</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1MGZmOTAwLWJjOTgtNDIxYy04ZGJiLWU0ZWNiMjA1MGVhMSJ9.67LsTmNJe3Rx5sMLRv6K_KQdwk9ssL36K-NJSEeKFN4" class="fr-fic fr-fil fr-dib" width="1019" style="width: 1021px; height: 171.206px;" height="171"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Import Data sheet</strong></span></p><p><br></p><p data-pasted="true">You can now enter your Service information in the relevant column. &nbsp;</p><p><br></p><p data-pasted="true">Once you have entered all the Service data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Service Catalogue, and click &quot;Import Service Catalogue&quot;.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZDM1MjIwLWU0ZDQtNDJlZS1hMmQwLWY4NTZhNDZiZTU0ZCJ9.gQQZPZHnePA8gnmHyGNpuTTW0VF-WuL_wV-UZCwOk1k" width="592" height="463" 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: 594px; height: 463.161px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. Import Service Catalogue button</strong></span></p><p><br></p><p data-pasted="true">If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzYmI2OTMxLTFhZGItNGI1My1iYmFjLTE5YjRmMDk3YWU1NiJ9.eDEjEmQKXJAz-eaQhaxXLQdzjI_p4bkihCvRypbub5I" class="fr-fic fr-fil fr-dib" width="1015" style="width: 1017px; height: 296.169px;" height="296"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. Choosing a file</strong></span></p><p><br></p><p data-pasted="true">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjNTUxYTI2LWExZjgtNGU2ZC05YjlkLTc5ZDk5MWVlMDA4OSJ9.QwIwMRrFdQAyARvtEmER1ywv8Usd943-lsIlU_1uhZU" class="fr-fic fr-fil fr-dib" width="1021" style="width: 1023px; height: 154.492px;" height="154"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 7. Importing values</strong></span></p><p><br></p><p data-pasted="true">You will now see any new Services in the Service Catalogue.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhMDFiM2JlLWUzOTQtNGIxOC1hOTA3LTZjNTc4NDEzODliNiJ9.7hnry2jfEgrLz_bkqfyTuaFKuss7Desanoo2Zv9KMf0" class="fr-fic fr-fil fr-dib" width="1028" style="width: 1030px; height: 355.213px;" height="355"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 8. Imported Services</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Finding additional fields to Import</strong></span></p><p><span style="font-size: 12pt;"><strong>Custom Fields</strong></span></p><p>Custom Fields can be imported via the Spreadsheet. To do this add the Custom Field name to import, prefixed with &quot;CF&quot; as the Column Header. For example, &quot;CFGoldPackage&quot;.</p><p><em><strong>Note: Custom Fields do not contain spaces.</strong></em></p><p><br></p><p><em><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwYmViZjNmLTE0MjMtNDZhOS04YjUyLWE1MWJmMjRiY2VkOCJ9.ah0Rzs27KHH03afAL9D608uRgFENalM3FgcTbQCozQg" class="fr-fic fr-fil fr-dib" width="1024" style="width: 1026px; height: 73.3565px;" height="73"></strong></em></p><p><span style="font-size: 10pt;"><strong>Fig 9. Custom Field on spreadsheet</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>System Fields</strong></span></p><p>If there is a particular field you would like to populate upon import you can add this to the spreadsheet. To find the correct header name for this field you will need the JSON name of the field. To find this, simply append &quot;&amp;showfieldnames=true&quot; on your URL. This will display your instance with the JSON field names in braces (curly brackets) above the field.&nbsp;</p><p><br></p><p><em><strong>Note: This method may not work for all fields. If you are unable to import to a certain field in Halo please contact Support for assistance.&nbsp;</strong></em></p><p><br></p><p>In the below example I am looking to set the &quot;Summary&quot; for my Service.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNDQ1YTE0LWE3ODAtNGI4Ny04NjI4LTk4NjkwODQzNGNlNiJ9.VjR1VYqmItkhfyE8tptOY3rZHn-YoygqzJmsTY8fFMo" class="fr-fic fr-fil fr-dib" width="954" style="width: 956px; height: 552.37px;" height="552"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 10. JSON field name&nbsp;</strong></span></p><p><br></p><p data-pasted="true">Copy the value between the brackets and paste this as a column header.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2OTUyOGZkLTg0MmUtNDFkOS05OTRjLWViYzc0YTIyZGFiYiJ9.GFwZn0At15C_L_dpSF6G_jmP8I-81CDs9t8B7a14NOI" class="fr-fic fr-fil fr-dib" width="961" style="width: 963px; height: 72px;" height="72"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 11. Adding the Summary field to the import spreadsheet</strong></span></p><p><br></p><p data-pasted="true">Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlOWIwNDgyLWM3OTctNDQ0YS1hNmQ0LTNmYmU5YzVlNjYzYiJ9.8Jrmk_y4cirXUfn6pUC9QyCqqZJmHlJRgv4yN8NWaig" class="fr-fic fr-fil fr-dib" width="714" style="width: 716px; height: 499.353px;" height="499"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 12. Imported Summary field&nbsp;</strong></span></p><p><br></p><p data-pasted="true">Alternative method for finding Fields and Field Values</p><p><br></p><p>If using the JSON name does not successfully import the values to the field, or if you need to know the format for the value you are importing into a field, you can use the Developer Console to find the correct header name. First locate the field in Halo, before editing the field you will need to open the Developer Console which can be accessed by clicking function (fn) and f12. Now edit the field setting the value to the value you would like to import, and view the changes in the Network tab of the Developer Console.&nbsp;</p><p><br></p><p>In the below example I am looking to set the Service as a Monitored Service.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZGViOGJhLTFmNTEtNDNiZi05ZjFjLTZmZTdhMTE1YmYzNyJ9.p9MA11L-lIFmkHeeLbZSFBH6LR4DQvVgnvg3T3D6OXk" class="fr-fic fr-fil fr-dib" width="1187" style="width: 1189px; height: 486.747px;" height="487"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 13. Network tab&nbsp;</strong></span></p><p><br></p><p data-pasted="true">When I click &quot;Save&quot; additional entries will show. Select the entry with the entity name, in this case &quot;Service&quot;, as this is the entity being updated. Click the &quot;Payload&quot; tab and expand the section.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExM2ZkMzAwLTE0NDMtNGFjOS1hNzZkLTlkNWJjNzFlY2ExOCJ9.6MgDuAiz4viHv4ub-XYESvOdz5s0NP-YGHcKdqPMQqU" class="fr-fic fr-fil fr-dib" width="1257" style="width: 1259px; height: 376.978px;" height="377"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 14. Payload from editing the &quot;Is a &quot; field</strong></span></p><p><br></p><p data-pasted="true">Extract the name of the field that has changed. This will be the column header in your spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0ZTEzNjRhLWY5ZTUtNDAxNC05OGRhLWYxODAwYWIyMmNjMyJ9._ec7uWLUdENQOezJnHlBVep0ZmWXFK_D05GGNOr-wro" class="fr-fic fr-fil fr-dib" width="676" height="168"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 15. &quot;Is a Monitored Service&quot; field in the Dev Tools</strong></span></p><p><br></p><p data-pasted="true">To work out the value you need to enter under this column, look for the value shown in the payload after the field name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhY2ZlMTk2LTA2NzAtNDUyYi04MDVlLTQ1OWJhMzQ4OWZjOSJ9.kY2v7daJRfvx9I5CMsrcpnPqeaz4f5Lk5mD9335Nj34" class="fr-fic fr-fil fr-dib" width="676" height="168"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 16.&quot;Is a Monitored Service&quot; set to &quot;true&quot; in the Dev Tools</strong></span></p><p><br></p><p data-pasted="true">Add the field name as a new column header on your spreadsheet, and fill in the values accordingly.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0NDhhNDc0LWIyYTctNGZlMS04NmRhLTZkOWZiMWRlZjRkMCJ9._-1Z1lcCP3NlomUlLEYOFg_rciCx_9RVthn1y7sxXCo" class="fr-fic fr-fil fr-dib" width="996" style="width: 998px; height: 90.2663px;" height="90"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 17. Adding the &quot;Is a</strong><span style="font-size: 10pt;" data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>&nbsp;Monitored Service</strong></span></span><strong>&quot; field to the spreadsheet</strong></span></p><p><br></p><p data-pasted="true">Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjODA0ZjVkLTkzMTYtNDBjMS05OTA5LTFjOTBiNTZlZWNhOCJ9.E0hH2KPPtO7Vzy205QMC-gWoSX37yQyo1VWk7pEquik" class="fr-fic fr-fil fr-dib" width="930" style="width: 932px; height: 390.762px;" height="391"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 18. Imported &quot;Is a Monitored Service&quot;</strong></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><strong>- What are Organisation Contracts/Agreements?</strong></p><p><strong>- How to create Organisation Contracts/Agreements</strong></p><p><strong>- How to use Organisation Contracts/Agreements</strong></p><p><strong>- Sending/renewing contracts</strong></p><p><br></p><p><br></p><p id="isPasted"><em><strong>Note: Throughout this guide and Halo the terms &#39;agreement&#39; and &#39;contract&#39; are used interchangeably.&nbsp;</strong></em></p><p><br></p><p>This guide covers contracts/agreement functionality for customers using HaloITSM. For customers using HaloPSA check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1975/" target="_blank" rel="noopener noreferrer">Creating an Agreement/Recurring Invoice for a customer</a>.&nbsp;</p><p><br></p><p>For information on supplier contract functionality check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2537/" id="isPasted" target="_blank" rel="noopener noreferrer">Supplier Agreements/Contracts</a>.</p><p><br></p><p><br></p><p><strong>Configuration Settings:</strong></p><ul><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1843" id="isPasted" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Agreements (Contracts)</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Organisation Contracts/Agreements?</span></strong></p><p>Internal organisation Contracts/Agreements allow you define the service groups of users within your organisation(s) should receive. This can include the terms of service, response times, service hours, scheduled maintenance and resolution times agreed with the group of users. As well as automatically schedule recurring tasks, such as regular maintenance work.&nbsp;</p><p><br></p><p id="isPasted">Organisation Contracts/Agreements also allow you to override the service level agreement of a ticket based on the contract associated to the ticket. This is useful when you have groups of users or assets that need issues/requests resolving in a unique timeframe and the group of users/assets that require a unique SLA do no fall into an existing group. For example, users that work under a particular department (such as finance) may need a higher priority SLA than users in other departments, if the users working in finance are spread across multiple sites you cannot apply a site level SLA override. Instead you can create an internal agreement with the SLA these users need, then when the users under this contract log an issue the contract SLA will apply to the ticket.&nbsp;</p><p>&nbsp;</p><p>This provides a centralised point within your Halo instance containing information around the level of service agreed with different user groups in your organisation.</p><p><br></p><p><strong><span style="font-size: 14pt;">How to create Organisation Contracts/Agreements</span></strong></p><p>To create a new contract head to the contracts module &gt; Organisation contracts &gt; new. First select the organisation the contract is for, then complete the rest of the contract details such as the contract reference and start/end date. If you would like to track the agreed hours of service, and cost of these hours (for budgeting purposes) you can set this on the contract details too.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NTMzNmMwLTI4MjktNGI5OS1iMDZhLTc2NmJjYTcxMmMyZiJ9.v8zxYxgty8Se3vfMxyteAfX0JZLd7ZuyBLKfjAQhSZA" class="fr-fic fr-fil fr-dib" width="1320" style="width: 1322px; height: 737.739px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 1. Contract details</span></strong></p><p><br></p><p><strong>Next Call Date</strong> - Here you can set a date to next check-in or review the contract with the agreement contact, this is usually part of the way through the contract period. Automated tickets can be created based on this field to have a ticket create automatically a chosen number of days before the next call date to prompt agents to schedule this meeting. This is useful for scheduling service reviews with the users/agreement contact you are providing the service to to ensure they are satisfied with the current level of service they are receiving.&nbsp;</p><p><br></p><p>Once you have completed the contract details you can complete the contract settings, found under the &#39;settings&#39; section of the &#39;Details&#39; tab.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Contract settings</span></strong></p><p>Here, you can set the SLA that is used for tickets associated to this contract, as well as set who will be the contact for the contract along with the PDF used when the contact is sent out to users.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxZGUyNzJlLTFlYjMtNGIzMy04ODNiLTliZWZjN2RiNTQxOSJ9.i2kmY197QVWeAx4WeEynzUohKWFZk9mXgn2CayHIbag" class="fr-fic fr-fil fr-dib" width="1000" style="width: 1002px; height: 604.52px;" height="605"></p><p><strong><span style="font-size: 10pt;">Fig 2. Contract settings</span></strong></p><p><br></p><p><strong>Service Level Agreement</strong> - Here choose which service level agreement applies to users covered by this contract. Here you should choose the service level agreement agreed with the users. You will be able to choose from existing service level agreements in your instance, you may need to create a <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1927/" id="isPasted" target="_blank" rel="noopener noreferrer">new service level agreement</a> that is in line with the SLA being offered to the users under this contract.&nbsp;</p><p><br></p><p><strong>Do not charge for items issued on this Contract</strong> - Enable this setting if you would not like to bill for any items that are issued against tickets that are associated with this contract such as when an item is issued to replace or fix an issue a user has raised. If you are not using Halo&#39;s billing functionality enable this setting.</p><p><br></p><p><strong>PDF Template</strong> - Here you can choose the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2429/" id="isPasted" target="_blank" rel="noopener noreferrer">PDF template</a> that will be used when a PDF of the contract is generated. When sending the contract to users to sign a PDF copy containing the contract details will be sent, you can customise how this PDF looks using the contract PDF template.&nbsp;</p><p><br></p><p id="isPasted"><strong>Contract Email Addresses&nbsp;</strong>- Here, set the email address of the user that will be the contact for this contract. This user will be the main point of contact when reviewing/renewing the contract. &nbsp;</p><p>&nbsp;</p><p><strong><span style="font-size: 12pt;">Add users/assets</span></strong></p><p>Once the contract details are saved you can select which users and/or assets are covered by this contract, under the &#39;Assets&#39; and &#39;Users&#39; tabs.&nbsp;</p><p><br></p><p>When adding you will be able to choose from a list of users/assets in your instance, filters and search can be applied to the list to make selection easier.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZTUzZTQ0LWFlOTQtNDc1Yy1iZDQxLTViZjA4YTNhZTk5YSJ9.-WYMgYUEwesjYQegdJDXayDvlG2rT74s479hjIyxUHU" class="fr-fic fr-fil fr-dib" width="1571" style="width: 1573px; height: 508.715px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding users to a contract</span></strong></p><p><br></p><p>When adding users to a contract you will need to set the value these users hold. The value of each user will be totalled to calculate the &#39;total contract value&#39; this gives an indication of how much business value the contract holds. When adding multiple users at a time the value entered will be per user, as shown in figure 5.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MjBiOGY1LTJmMmItNDRhNy05OTY1LWU0NmZkNGQ3Y2JkNSJ9.B3KZzIKm4STR6b9z79NTmsZrR_FSO0mluYidXdkIEIU" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 285.167px;" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting user value when adding to contract</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NzVkOTIwLTEyZjMtNDJmZC1iNTQzLTU5NzdmODZhYTBmZiJ9.iIBHPtUihmE0BPMfgeqG5-E674OrIjOBtt54FvJkR2g" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 426.347px;" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 5. Total contract value based on user value</span></strong></p><p><br></p><p>When adding assets to the contract these can also have a value assigned. Separate contract values will be calculated for assets and users.&nbsp;</p><p><br></p><p>New assets can also be created from within a contract using the button &#39;Bulk add new Assets&#39;. When creating assets this way, the newly created assets will be added to this contract upon creation. When the &#39;Bulk add new Assets&#39; button is used you will need to select how many assets to create and what asset type these assets should have. Once saved the asset tag will be automatically generated for each of the assets created. The contract value of the assets will also be populated automatically (as 0 by default).&nbsp;</p><p id="isPasted"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5ZmUxYjE5LWMyZmQtNDAxMC04NDI5LWQ5ZGUzNWEzZjRhOSJ9.zZM02FUWCp_-d2gRQEkMjxNX23xHYoBV_zu5o8RO1Yg" class="fr-fic fr-fil fr-dib" width="1415" style="width: 1417px; height: 526.266px;" height="526"></p><p><strong><span style="font-size: 10pt;">Fig 6. Add assets to a contract</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Associate Sites with the Contract</span></strong></p><p>Under the &#39;Associated sites&#39; tab you can associate sites with this contract, you can choose from the sites under the organisation the contract is with. This is solely informational and does not restrict which sites the contract covers.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Add documents to the Contract</span></strong></p><p>Under the &#39;Documents&#39; tab you can upload documents associated to the contract, such as contract terms and conditions, agreed statement of work, resolution target outlines etc.&nbsp;</p><p><br></p><p>This provides a central location to store and organise these documents for agent reference. Any documents uploaded here will not be appended to the PDF for this contract, but they can be downloaded from here and added as additional attachments when sending the contract off for signage. When a PDF is generated for the contract it will also be uploaded to the contract documents.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Associate a supplier Contract</span></strong></p><p>For reference purposes a supplier contact can be associated this this contract under the &#39;Supplier Contracts&#39; tab. Useful if there are overlaps in the cover each contract provides, for example if assets used by users under this contract are covered by a separate supplier contract, unless they are out of warranty, in which case they are covered by this internal contract. Associating the contracts increases visibility therefore efficiency in the service agents provide.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Create scheduled tickets for the Contract</span></strong></p><p>If you have agreed to carry out recurring tasks such as scheduled maintenance as part of this agreement you can set up the schedule for this work to take place within the contract itself, under the &#39;Schedule&#39; tab.&nbsp;</p><p><br></p><p>Here, you can create a series of schedules that will be linked to this contract. This will create tickets automatically on the schedule you define. Automating the creation and assignment of these tasks, when the task is due to be complete a ticket will appear in the relevant agent&#39;s queue prompting them to complete this work.&nbsp;</p><p><br></p><p>Create a schedule using the &#39;Create scheduled dates&#39; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiNTU0YjQ1LTFhY2ItNDE3OC05OGQ4LThlYjk4NmMyMzMzYyJ9.0GAyhFUWHSA05lyGQcoZ9bUuC0Rhj4Bz_C2TmTloluM" class="fr-fic fr-fil fr-dib" width="1323" style="width: 1325px; height: 642.909px;" height="643"></p><p><strong><span style="font-size: 10pt;">Fig 7. Contract schedule setup</span></strong></p><p><br></p><p><strong><em>Note: Schedule Hours are only applicable if you are tracking (and billing for) the hours included in this contract. If you are not tracking this contracts hours for billing purposes, disregard the &#39;Schedule Hours&#39; table on this page.&nbsp;</em></strong></p><p><br></p><p>When creating a schedule choose the subject of the ticket that will be created, the ticket type that will be created, who it will be assigned to, the working hours the schedule will take place in, then set the schedule. The schedule will determine when these tickets are created and how many are made.</p><p><br></p><p>For detailed information on how to configure contract schedules check out the &#39;Schedule Plan&#39; section of <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1165/" target="_blank" rel="noopener noreferrer">Contract Schedule Functionality</a>.&nbsp;</p><p><br></p><p>Once the schedule is created you can send a summary of the outstanding scheduled tickets to a defined email list. This can be used to demonstrate contract compliance, by sending this summary to key contract contacts you are showing that agreed work/tasks have been scheduled already, providing users with the date for this work.&nbsp;</p><p><br></p><p>Set who you would like to send the scheduled work summary to in the &#39;Scheduled Email List&#39; field, multiple emails can be entered here using a comma separated list. Then when you are ready to send to summary hit the &#39;Send Outstanding appointment Emails&#39; button to send an email containing a summary.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Audit changes to the contract&nbsp;</span></strong></p><p>The &#39;Change History&#39; tab is available against the contract. Here, you will be able to see a log of all the changes made to the contract, including what change was made, when this was made and by who. &nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Removing unused tabs</span></strong></p><p>The contracts feature contains lots of functionality around billing, therefore you may notice some additional setup tabs against your contract relating to billing functionality. If you are not using Halo to bill, typically if you are using HaloITSM, these tabs and configuration will not be needed and you can remove these from the contract to streamline the view.&nbsp;</p><p><br></p><p>The tabs you see against the contract can be customised using screen layout profiles.&nbsp;</p><p><br></p><p>To set these up head to configuration &gt; advanced settings &gt; screen layout profiles &gt; set entity to be contracts &gt; New &gt; give the profile name and save. Once saved you can choose which tabs you would like to appear against the contract under the &#39;Tab Layout&#39; tab by changing the tab layout to custom. If you are not using Halo&#39;s billing functionality remove the columns &#39;Pre-pay&#39;, &#39;Charge Rates&#39; and &#39;Periodic History&#39; along with any other tabs you are not using.&nbsp;</p><p><br></p><p>Remove a tab by selecting the pencil icon on the tab and setting the display to &#39;Hide&#39;.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYzk1MGFkLTVlN2EtNDMwOS1hMGJhLTAwYzg1ZjdhMWIyNSJ9.p6vKFe6SEs8FcLEuboyTUPUkEuAWZxM2S8TUP8SpwCs" class="fr-fic fr-fil fr-dib" width="1188" style="width: 1190px; height: 738.195px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 8. Custom screen layout profile for contracts</span></strong></p><p><br></p><p>Now to apply this screen layout profile head to configuration &gt; advanced settings and choose this profile in the &#39;Default Contract Details screen layout&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNGUwN2YxLTY3MmMtNDFjOS1iNTUwLTBjNmQ5NWJjYzA4YiJ9.uTpNg__G2H13mGvFGXufFx_DceanCp1x2XykyJ6QAZk" class="fr-fic fr-fil fr-dib" width="541" style="width: 543px; height: 400.239px;" height="400"></p><p><strong><span style="font-size: 10pt;">Fig 9. Set default screen layout profile</span></strong></p><p><br></p><p>This will set the global default, by screen layout profiles can also be set per agent under the agent&#39;s preferences.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to use Organisation Contracts/Agreements</span></strong></p><p>When using organisation contracts you will need to associate the contract the user or asset is covered by to the ticket. This is done using the &#39;Contract&#39; ticket field.&nbsp;</p><p><br></p><p>Head to configuration &gt; tickets &gt; ticket type &gt; select the ticket type you would like to apply contracts to (if there are multiple you will need to repeat this process for each ticket type) &gt; field list &gt; add the &#39;Contract&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZDI0Y2ZiLTFjNTItNDliNS1hMDJmLWFkYjBhYjlkZGM0YiJ9.9XV-nYu6WeTJ0dT0aT0Qgpyx8JIA9wRQMqsksJlv7HI" class="fr-fic fr-fil fr-dib" width="773" style="width: 775px; height: 642.456px;" height="642"></p><p><strong><span style="font-size: 10pt;">Fig 10. Contract field against ticket type</span></strong></p><p><br></p><p>If you would like to hide this field from end users (recommended) edit the field after it has been added to the ticket type and set the &#39;End-User New Ticket/Ticket Details Screen Visibility&#39; to be &#39;Not visible&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYTk5N2I5LTZkNjEtNDA4My04NTYyLWIyMWQ3ZjRmNmE5MiJ9.vizi7ra-WOG0GlDYopkv5hk4Dz40ES8xwHWpk-5kwek" class="fr-fic fr-fil fr-dib" width="474" style="width: 476px; height: 563.618px;" height="564"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set contract field to be hidden from end users</span></strong></p><p><br></p><p>Once added you will now be able to choose a contract to associate to the ticket when the ticket is logged (or after it is logged).</p><p>If set against a Ticket but &quot;Contract&quot; is not configured to show in the Field List, it will still show but only Administrators will be able to edit/update the Field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5ZmM2ZWUxLTg1NzctNGUxOC1hZTQwLWM2OGIyODdlZGM1NSJ9.KQv5HTLt2502xtixAI_V4Ff2g7-uLfqeKdtNL_LaUb8" class="fr-fic fr-fil fr-dib" width="1283" style="width: 1285px; height: 476.443px;" height="476"></p><p><strong><span style="font-size: 10pt;">Fig 12. Contract associated to ticket</span></strong></p><p><br></p><p>When a contract is associated with a ticket the SLA against the contract will override the current ticket SLA to ensure service is delivered in line with the contract.&nbsp;</p><p><br></p><p>If agents need to reference any aspects of the contract at any time they can select the contract against the ticket, this will take them to he contract details.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Sending and Renewing contracts<br></span></strong></p><p><strong><span style="font-size: 12pt;">Renewing Contracts</span></strong></p><p id="isPasted">When the contract comes to the end of its term you may wish to renew or re-negotiate the contract. Automated tickets can be set up in Halo to automatically notify you of a contract&#39;s upcoming renewal/expiry. This will result in a ticket automatically being created in your Halo a chosen number of days before the contract expires.&nbsp;</p><p><br></p><p id="isPasted">To set this up head to configuration &gt; tickets &gt; automated tickets &gt; new. Here, you will need to set the criteria that needs to be met in order for this ticket to be created. Set the &#39;automation criteria&#39; to be &#39;Contracts&#39; (or &#39;Agreements&#39;) then in the criteria table choose what criteria the contract needs to meet for a ticket to be created. In the figure 13 example an automated ticket will be created each time a contract reaches 5 days before it&#39;s end date (the end date of a contract is set against the contract itself).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlM2NjYTk5LTgzNDEtNDAyMi04NTM3LTBjNGNlZGJlYTE0YSJ9.4cu_t6tJzSNNZuBMW6zBs5EkyhaQR_zRROkO4gG98ls" class="fr-fic fr-fil fr-dib" width="1435" style="width: 1437px; height: 489.394px;" height="489"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 13. Automated ticket for contract expiry</span></strong></p><p><br></p><p id="isPasted">Note that this will create a ticket for all contracts that meet this criteria, not just supplier contracts, therefore, you may wish to add additional criteria to restrict which contract automated tickets are created for. This can be done using the &#39;contract type&#39; criteria and setting the contract type against each contract, new contract types can be created under configuration &gt; billing &gt; contract types.&nbsp;</p><p><br></p><p>Then the rest of the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1484" target="_blank" rel="noopener noreferrer">automated ticket</a> can be configured in line with how you would like the created ticket to appear/what information you would like on this ticket.&nbsp;</p><p><br></p><p>Variables can be used in automated ticket fields to pull data from the contract that triggered their creation, for example $CONTRACTREF will pull through the reference of the contract that the automated ticket has been created for. For a full list of variables head to <a data-fr-linked="true" href="https://YOURHALOURL/variables​">https://YOURHALOURL/variables</a>.&nbsp;</p><p><br></p><p>Now, when the contract comes up for renewal a ticket will be created to notify agents of this, prompting them to take action needed for renewal. Communications with the user(s) regarding renewal can take place on this raised ticket. Once renewal has been agreed the agent can navigate to the contract in Halo and use the &#39;Clone&#39; button to create a copy of this contract, they will need to update the dates of the cloned contract in line with the new agreed period. From here they can make any other changes needed to the contract too.&nbsp;</p><p><br></p><p>Once the new contract is created a PDF of the contract can be sent of to the end user using the &#39;send&#39; button.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Sending and Signing Contracts</span></strong></p><p>When a new contract is drafted this can be sent off to the contract contact for approval. Once the user has approved and signed the contract the contract PDF will update with the user&#39;s signature. For information on how to use and configure contract sending and signing check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2311/" target="_blank" rel="noopener noreferrer">Signing Contracts/Agreements</a>.&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><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>- Connecting to Tanium</strong></p><p><strong>- Determine Asset Site</strong></p><p><strong>- Asset Imports</strong></p><p><strong>- Import Assets automatically on a schedule</strong></p><p><strong>- Alerting</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Tanium integration?</span></strong></p><p>The Tanium integration with Halo can be used to import sites and assets from Tanium into Halo. Assets can be set to import automatically on a schedule so that any changes made to assets in Tanium sync over to Halo automatically. Alerts can be synced from Tanium into Halo too, having a ticket logged automatically in Halo when an alert is raised in Tanium. This integration is multi-tenanted, allowing you to connect multiple Tanium tenants to your Halo instance.&nbsp;</p><p><br></p><p><strong><em>Note: This integration is only available for cloud hosted instances of Tanium.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Tanium</span></strong></p><p id="isPasted">First head to Configuration &gt; Integrations and enable the Tanium module.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlZGQ4MWQ0LTdkNzMtNGM1Yy04YzRkLTdiMGRiMTE1MDQzYiJ9.sNiT21SY6rCSZAOz5nWP3hqs42Za3m9Q1olOrAyQy20" class="fr-fic fr-fil fr-dib" width="248" style="width: 250px; height: 124.552px;" height="125"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable integration module</span></strong></p><p><br></p><p>Once enabled click into the module to begin configuration. Click new to create a new connection.</p><p><br></p><p>Now you will need to enter connection details to connect your Halo instance to Tanium.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ZGI1N2QwLTU1ZTktNGQ5Zi1hNWJlLTIwYzVmMjk2ODFiOCJ9.Etj6DmkavmLUEuay38fdTAF3N32iRGpp-jH8_fC6BHk" class="fr-fic fr-fil fr-dib" width="1490" style="width: 1492px; height: 493.954px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 2. Tanium connection details</span></strong></p><p><br></p><p><strong>Name&nbsp;</strong>- Here, give your connection a sensible name.&nbsp;</p><p><strong>URL&nbsp;</strong>- Here, enter the URL of your Tanium instance.&nbsp;</p><p><strong>API Url</strong> - Here, enter the API URL of your Tanium instance, this will usually follow the format <a data-fr-linked="true" href="https://shamrock-api.cloud.tanium.com">https://YOURDOMAIN-api.cloud.tanium.com</a></p><p><strong>API Token</strong> - Here, you will need to enter an API token, this will need to be generated in Tanium.&nbsp;</p><ul><li><strong>Expiry Date-</strong> Here, you will need to enter the expiry date of the API Token, more information on this below</li></ul><p style="margin-left: 20px;"><strong><span style="font-size: 12pt;">Creating an API Token in Tanium</span></strong></p><p id="isPasted" style="margin-left: 20px;">The permissions the API token has will be inherited from the user that generates the token. Therefore, before generating the token ensure the user generating the token has a persona containing the following permissions (these permissions are required for the integration):</p><ul><li>&#39;Gateway User&#39;</li><li>&#39;Interact Basic User&#39;</li></ul><p style="margin-left: 20px;">For information on how to create an API token in Tanium check out <a href="https://help.tanium.com/bundle/tn_sn/page/ServiceNow_Integrations/Create_API_key.htm" target="_blank" rel="noopener noreferrer"><strong>Tanium&#39;s documentation</strong></a>.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><em>Note: Ensure the access token generated has permission to query assets and have the IP address of the server the integration is running from as a trusted IP address.</em></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">When generating a token in Tanium you can specify the expiry of the token (Tanium does not allow lifetime tokens), the access token will expire on this date but Halo will obtain a new token automatically prior to expiry. To allow us to automatically rotate the tokens, you will need to enter the expiry date of the token in the integration setup in Halo. This will then get automatically updated when Halo rotates the token, this only needs to be manually updated if you change the token yourself.</p><p><br></p><p>Once you have entered your connection details you can test the connection using the &#39;Test Configuration&#39; button on the integration setup page.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Determine Asset Site</span></strong></p><p id="isPasted">Now head to the &#39;Sites&#39; tab. Assets in Halo need to belong to a site, as Tanium does not have a concept of &#39;sites&#39; or &#39;customers&#39; so you will need to configure some site rules to determine which Halo sites assets are imported into. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxMGI5OTI1LTA4NzAtNDY2Mi04ZDkyLThmMGM0ODFlY2I0YSJ9.7SixrrRJpZK7II-AE4HYRh9vXtHDGFcI8_ybY-r7bAY" class="fr-fic fr-fil fr-dib" width="1500" style="width: 1502px; height: 485.262px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 3. Site import setup</span></strong></p><p><br></p><p id="isPasted">To create a site mapping rule add to the &#39;Site Rules&#39; table. Here you can set some criteria based on an asset field, if an asset meets this criteria it will be imported to the selected site. In the figure 4 example any assets that have the &#39;asset number&#39; field starting with &#39;Terrys-&#39; will be imported to the customer Terry&#39;s Chocolate and the site &#39;Melbourne&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ZDY2OGE4LTU4OGQtNGYyZi04N2RlLThkY2EzZTUyMDQxMSJ9.4mVVTR4wXp1zFT0VKOMA4V8JjnUajjK4rrs-deQwe0c" class="fr-fic fr-fil fr-dib" width="569" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 4. Example site rule&nbsp;</span></strong></p><p><br></p><p id="isPasted">You will also need to set a default site, this is the site that assets will be imported to if they do not match a mapping. If you would not like assets to be imported if they do not match a site rule select &#39;Don&#39;t import Assets that do not match any rules&#39;.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Asset Imports</span></strong></p><p id="isPasted">Head to the &#39;Assets&#39; tab. Here you will need to complete some configuration to control how assets are imported.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzMWE5MWFlLThkNjQtNGJiYy1iZTlhLTNhZWQxNjE5NDhhZiJ9.ms6ylOmJduchCrgyOhODGhFkyk0JjoxmhYOw4I6qqnA" class="fr-fic fr-fil fr-dib" width="1516" style="width: 1518px; height: 674.044px;" height="674"></p><p><strong><span style="font-size: 10pt;">Fig 5. 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 Tanium to assets in Halo. The asset unique identifier field should be selected here.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Asset Fields</span></strong></p><p>In the field mappings table you can map a Tanium field to a Halo field, this determines which field data from Tanium gets imported into in Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1YWMzM2UzLTdiMGQtNDMwZS04MTE4LWNkMjdiYWRiMzA5MyJ9.LnbzIFR_M84uG0LMnt_5fxXuBhHCQVcJts_Dc8_YmEg" class="fr-fic fr-fil fr-dib" width="580" height="333"></p><p><strong><span style="font-size: 10pt;">Fig 6. Asset field mappings</span></strong></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 id="isPasted">You can also have a Tanium field create a new field against an asset in Halo by selecting &#39;*Create a new Field during the next import*&#39; in the Halo service desk field.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Determine Asset types</span></strong></p><p><span style="color: rgb(0, 0, 0);">All assets in Halo must be assigned an asset type. Tanium does not have a concept of asset types so you will need to configure how asset types are determined for assets imported from Tanium. There are three options in Halo to control how asset types for new assets created from Tanium are determined.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlMzVkYjExLTYzMzktNGFiZC1iNmRiLTk3MmVkZDYxYWM2ZiJ9.yjAWn_H7u-4gbPSLwrKaSjW9IGEPJrmDGpOmdXOYU7Q" class="fr-fic fr-fil fr-dib" width="1589" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 7. Fields to determine asset types</span></strong></p><p><br></p><p>First set a default asset group, this will be the group new asset types are created under (each asset type in Halo sits within an asset group).&nbsp;</p><p><br></p><p>Use the &#39;Determining an Asset&#39;s type&#39; field to determine how asset types are assigned to imported assets. The asset types of the assets can either use a fixed type for all assets, be determined from a field, or use asset type mappings that are determined using rules based on the values of the mapped asset fields.</p><p><br></p><p><strong>Use a Fixed Type</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 Tanium to be. Figure 8 shows how to set this so all assets are imported as the &#39;Application Server&#39; asset type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhODYwM2UzLWFlNjgtNGY4My1hNDMxLWJjNzZiN2Q2M2FmOSJ9.f4NQa2OIg0nDxJFynY9W1lRMmolRIkRj4_5h6mXbY8w" class="fr-fic fr-fil fr-dib" width="508" style="width: 510px; height: 261.22px;" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 8. Settings for assets to be imported as the same type</span></strong></p><p><br></p><p><strong>Determine Asset type using a field</strong></p><p id="isPasted">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.&nbsp;</p><p><br></p><p>This setting is used if you have a field in Tanium that already determines an asset&#39;s type and you would like the types to be consistent between Halo and Tanium. You will still need to populate the default asset type field, assets that do not have the selected field populated will be imported as the default asset type. In figure 9 asset types will be determined by the value in the field &#39;Chassis Type&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3ZTdkZDk1LWJhMzUtNGU5MC04ODhlLWU2MTI5MDc3YTI0MSJ9.APpE_kKA-q7WkaWh8yL_UMSeCQixrS6Z3BuepqpYKuU" class="fr-fic fr-fil fr-dib" width="564" style="width: 566px; height: 319.747px;" height="320"></p><p><strong><span style="font-size: 10pt;">Fig 9. Settings for asset types to be determined by a field</span></strong></p><p><br></p><p><strong>Determine Asset type using rules</strong></p><p id="isPasted">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. For example, in figure 10 the rule I have set up will check the name field of an asset, if the name begins with &#39;LAP&#39; the asset will be imported with the &#39;Laptop&#39; asset type.&nbsp;</p><p><br></p><p>This method is used when you would like to organise the asset types assets are created as but do not already have this information stored in a field in Tanium.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5YzhhMzY2LTY0Y2QtNDczOS04NWVmLWI5NGRiMDM4MzFiYyJ9.FKI3SJUoPbCZMpY8E5ocPrxG0oPzOj9UU_ubzI598IA" class="fr-fic fr-fil fr-dib" width="1470" style="width: 1472px; height: 381.869px;" height="382"></p><p><strong>Fig 10. Determining asset type with rule setup</strong></p><p><br></p><p id="isPasted">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 data-pasted="true"><strong>User Matching</strong></p><p>You can enable user matching using the checkbox in the User Matching section of the &#39;Assets&#39; tab. Here you can set the Halo and Tanium fields to match users on. For Tanium you can choose to match on the primary user or last user logged in using the drop down. This will default to the last logged in user in line with previous versions. &nbsp;</p><p><br></p><p>The primary Halo matching field can be chosen using the &quot;Halo User Matching Field&quot; drop down. You can set a secondary field to match on if the primary field fails. These fields can be allowed to partially match by selecting the checkbox shown in<strong>&nbsp;Fig 11</strong>.&nbsp;</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxOWJhOGFhLWU0NGQtNDU3ZC04NGU4LTQ4ZmU5ZWFiM2VjNCJ9.OTZLGlFHlkmAzk8zRrCBD0T9gPlmXNWgEsZ4fYIUNyA" class="fr-fic fr-fil fr-dib" width="863" style="width: 865px; height: 327.135px;" height="327"></p><p data-pasted="true"><strong>Fig 11. User Matching</strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Miscellaneous Asset import settings</span></strong></p><p id="isPasted"><strong>Deactivate Assets in Halo when they are deleted from Tanium (Halo Integrator only)&nbsp;</strong>- When an asset is deleted from Tanium they are deactivated in Halo. This will only apply when the integrator is enabled.&nbsp;</p><p id="isPasted"><strong>Don&#39;t create new Assets</strong> - When enabled the sync/import will only update existing assets, no new assets will be created.&nbsp;<br><strong>Don&#39;t update the Asset type for existing or matched Assets&nbsp;</strong>- If enabled, any assets that match to an existing asset when importing will not update the existing asset with a different asset type from Tanium. This allows you to change asset type data in Tanium without it affecting the existing assets in Halo.</p><p><strong>Don&#39;t update the asset site for existing or matched assets</strong> - If enabled, any assets that match to an existing asset when importing will not update the existing asset with a different site (in line with site rules). This allows you to change asset data in Tanium without it affecting the site of the existing assets in Halo.</p><p><br></p><p>Once you have completed the asset import configuration begin the asset import using the &#39;Import Assets&#39; button.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Import Assets automatically on a schedule</span></strong></p><p id="isPasted">To have assets update on a scheduled basis you will need to enable the Halo integrator for this integration. This can be done under the &#39;Syncing&#39; tab by checking &#39;Enable the Halo Integrator for the Tanium integration&#39;. You will then need to select &#39;Assets&#39; within the &#39;Entities to import&#39; field. Once enabled the sync will take place daily.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxNWVkYWY2LWJkMWEtNDVlOC1hZjU0LWM5YTA5ZDBiZTgzYyJ9.EyYkrmRoC5jVDtv99w3B7YdvWHM9_sNek8eziWwk2C0" class="fr-fic fr-fil fr-dib" width="863" style="width: 865px; height: 481.658px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 12. Enable the Halo integrator for the integration</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Alerting</span></strong></p><p>Alerts in Tanium can automatically log tickets in your Halo instance, allowing you to manage alerts from your Tanium instance. Tanium webhooks are utilised for alerting functionality.</p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>Important: Before you can setup webhooks for alerting you will need to add the webhook destination URL (your Halo instance URL) to the egress allow list. You will need to contact Tanium&#39;s support team to do this, providing them with the URL of your Halo instance.&nbsp;</strong></span></p><p><br></p><p>First, head to the &#39;Alerts&#39; tab within the integration setup page in Halo. From here enable alerts. Once enabled you will see the details required for the webhook setup. The webhook will need to be setup in Tanium, but details for this webhook can be obtained from the integration setup page in Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwMWRiY2JkLWQxNjUtNGM4Ny04YzE3LTRkNzM1MzM1Y2RjMyJ9.wOBxPIeuy15jFEnnYhR2rSRT8va6TjuBCqt6VaWmrns" class="fr-fic fr-fil fr-dib" width="1416" style="width: 1418px; height: 630.123px;" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 13. General webhook setup</span></strong></p><p><br></p><p>Now, generate a &#39;Basic Authentication Password&#39; and copy this, along with the basic authentication username to a notepad.&nbsp;</p><p><br></p><p id="isPasted">The details required for the webhook can be found on the integration setup page by selecting the &#39;webhook&#39; button. This will contain the endpoint required and an example payload.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2YzJkYjNhLWYyZTYtNDllMS1iYmU2LTZkODg4NTNkNmM2OSJ9.pP39vr_Ngi_-VvUkd2gGEhUAbORleiCh69FY3uN9eWA" class="fr-fic fr-fil fr-dib" width="628" style="width: 630px; height: 553.966px;" height="554"></p><p><strong><span style="font-size: 10pt;">Fig 14. Details for webhook</span></strong></p><p><br></p><p>The payload of the webhook will control what information is sent over to Halo from Tanium, therefore, how the ticket in Halo is logged.&nbsp;</p><p><br></p><p>The example payload that is provided will populate the description field of the ticket that is logged with the Tanium ID of the item, the Tanium instance the item exists in, the serial number of the item that triggered the alert and the name of the item that triggered the alert.&nbsp;</p><p><br></p><p>You can also adjust the webhook payload to have data from Tanium populate selected fields against the ticket that is logged, including setting the ticket type and end user of the ticket. To do this include the &quot;other_attributes&quot; object in the payload. In the below example the end user of the ticket logged in Halo will be the user that last logged into the asset/device in Tanium.&nbsp;</p><p><br></p><p id="isPasted"><em>{</em></p><p><em>&nbsp; &nbsp; &quot;tanium_id&quot;: &quot;$ci_item_id&quot;,</em></p><p><em>&nbsp; &nbsp; &quot;tanium_instance_id&quot;: 1,</em></p><p><em>&nbsp; &nbsp; &quot;alert_subject&quot;: &quot;$ci_item_serial_number&quot;,</em></p><p><em>&nbsp; &nbsp; &quot;alert_body&quot;: &quot;$ci_item_computer_name&quot;,</em></p><p id="isPasted" style="margin-left: 20px;"><em>&quot;other_attributes&quot;: {</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &quot;category2&quot;: &quot;Business Applications&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &quot;user_id &quot;: &quot;ci_item_logged_in_user&quot;</em></p><p><em>}</em></p><p><em><br></em></p><p><em>}</em></p><p><br></p><p><br></p><p>Navigate to Tanium. Now in Tanium you will need to configure your alerts to use a webhook as their destination, this will trigger a webhook to be sent when the alert is triggered. When choosing webhook as the destination you can configure the webhook from here.&nbsp;</p><p><br></p><p><span style="color: rgb(0, 0, 0);">The URL for the webhook will follow the format: <a data-fr-linked="true" href="https://YOURHALODOMAIN/api/notify/tanium">https://YOURHALODOMAIN/api/notify/tanium</a></span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">When setting up the webhook ensure to select the authentication type &#39;Basic&#39;, the username and password to authenticate the webhook are obtained from the integration setup page in Halo. Each time you generate a new password, you will need to update the password against the webhook.&nbsp;</span></p><p><br></p><p>For information on how to setup alerts in Tanium check out:&nbsp;</p><ul><li><a data-fr-linked="true" href="https://help.tanium.com/bundle/ug_threat_response_cloud/page/threat_response/create_configurations.html" id="isPasted">https://help.tanium.com/bundle/ug_threat_response_cloud/page/threat_response/create_configurations.html</a></li></ul><p>For information on setting up webhooks (HTTP destinations) in Tanium check out:</p><ul><li><a data-fr-linked="true" href="https://help.tanium.com/bundle/ug_connect_cloud/page/connect/http.html" id="isPasted">https://help.tanium.com/bundle/ug_connect_cloud/page/connect/http.html</a></li></ul><p>Now, each time this alert is triggered in Tanium a ticket will be logged in Halo almost instantly.&nbsp;</p>

<style>p { margin: 0 0 10px; }h1, h2, h3 { margin: 20px 0 10px; }h4, h5, h6 { margin: 10px 0 10px; }</style><p>The following reports are available out of the box, they can be added to your instance from the reporting online repository. The online respository can be found in your Halo instance under Reporting &gt; Online Repository. Many more reports are available in the repository, but here we outline key ones that can be utilised for service desk incidents.</p> <h1 id="reports-and-charts">Reports and Charts</h1> <p>The filters in <em>italics</em> are not required.</p> <h2 id="ticket-reports">Ticket Reports</h2> <h3 id="number-of-incidents-incidents-by-channel-fixed-period">8.04 Number of Incidents - Incidents by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="number-of-incidents-incidents-by-channel-trend-by-month">8.04 Number of Incidents - Incidents by Channel (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Ticket Totals</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Email (Source)</li> <li>Phone (Source)</li> <li>Web (Source)</li> <li>Other (Source)</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="number-of-service-requests-service-requests-by-channel-fixed-period">8.05 Number of Service Requests - Service Requests by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="number-of-service-requests-service-requests-by-channel-trend-by-month">8.05 Number of Service Requests - Service Requests by Channel (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Ticket Totals</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Email (Source)</li> <li>Phone (Source)</li> <li>Web (Source)</li> <li>Other (Source)</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="average-time-to-respond-to-an-inbound-query-ticket-by-channel-fixed-period">8.06 Average Time to Respond to an Inbound Query - Ticket by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="average-time-to-respond-to-assigned-incidents-incidents-by-channel-fixed-period">8.07 Average Time to Respond to Assigned Incidents - Incidents by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="average-time-to-respond-to-assigned-service-requests-service-requests-by-channel-fixed-period">8.08 Average Time to Respond to Assigned Service Requests - Service Requests by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Respond (Decimal)</li> <li><strong>Order By:</strong> Time to Respond (Decimal)</li> </ul> <h3 id="abandon-rate-live-chats-trend-by-month">8.09 Abandon Rate - Live Chats (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Live Chats</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> First Message Month</li> <li><strong>Y Axis:</strong> Abandoned</li> <li><strong>Order By:</strong> First Message Month</li> </ul> <h3 id="average-time-to-resolve-incidents-not-resolved-on-first-contact-fixed-period">8.10 Average Time to Resolve Incidents Not Resolved on First Contact (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em>, 'First Time Fix' includes (0)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-time-to-fulfil-requests-not-fulfilled-on-first-contact-fixed-period">8.11 Average Time to Fulfil Requests Not Fulfilled on First Contact (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request, Change Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em>, 'First Time Fix' includes (0)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="first-contact-incident-resolution-rate-fixed-period">8.12 First Contact Incident Resolution Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> First Time Fix</li> <li><strong>Order By:</strong> First Time Fix</li> </ul> <h3 id="first-contact-request-fulfilment-rate-fixed-period">8.13 First Contact Request Fulfilment Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request, Change Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> First Time Fix</li> <li><strong>Order By:</strong> First Time Fix</li> </ul> <h3 id="first-level-incident-resolution-rate">8.14 First Level Incident Resolution Rate</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Team Not Changed (Int)</li> <li><strong>Order By:</strong> Team Not Changed (Int)</li> </ul> <h3 id="first-level-request-fulfilment-rate-fixed-period">8.15 First Level Request Fulfilment Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Team Changed</li> <li><strong>Y Axis:</strong> Team Changed</li> <li><strong>Order By:</strong> Team Changed</li> </ul> <h3 id="re-opened-incident-rate-fixed-period">8.16 Re-opened Incident Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Re-Opened</li> <li><strong>Y Axis:</strong> Re-Opened</li> <li><strong>Order By:</strong> Month Created</li> </ul> <h3 id="re-opened-service-request-rate-fixed-period">8.17 Re-opened Service Request Rate (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Re-Opened</li> <li><strong>Y Axis:</strong> Re-Opened</li> <li><strong>Order By:</strong> Month Created</li> </ul> <h3 id="incident-backlog-management-fixed-period">8.18 Incident Backlog Management (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Status' does not include (On Hold, User Hold, Closed), 'ITIL Type' includes (Incident)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category</li> <li><strong>Y Axis:</strong> Count</li> <li><strong>Order By:</strong> Status</li> </ul> <h3 id="service-request-backlog-management-fixed-period">8.19 Service Request Backlog Management (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Status' does not include (On Hold, User Hold), 'ITIL Type' includes (Change Request, Service Request)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category</li> <li><strong>Y Axis:</strong> Count</li> <li><strong>Order By:</strong> Status</li> </ul> <h3 id="percentage-of-hierarchic-escalations">8.20 Percentage of Hierarchic Escalations</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Hierarchic Reassign</li> <li><strong>Order By:</strong> Hierarchic Reassign</li> </ul> <h3 id="percentage-of-functional-escalations">8.21 Percentage of Functional Escalations</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Functional Reassign</li> <li><strong>Order By:</strong> Functional Reassign</li> </ul> <h3 id="number-of-reassignments">8.22 Number of Reassignments</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Team Reassign Count</li> <li><strong>Order By:</strong> Team Reassign Count</li> </ul> <h3 id="average-incident-resolution-time-by-priority-incidents-by-priority-fixed-period">8.23 Average Incident Resolution Time by Priority - Incidents by Priority (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Priority</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-request-fulfilment-time-by-priority-request-by-priority-fixed-period">8.24 Average Request Fulfilment Time by Priority - Request by Priority (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Priority</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-incident-resolution-time-by-category-incidents-by-category-fixed-period">8.25 Average Incident Resolution Time by Category - Incidents by Category (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category Root</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="average-request-fulfilment-time-by-category-request-by-category-fixed-period">8.26 Average Request Fulfilment Time by Category - Request by Category (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Change Request, Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Category Root</li> <li><strong>Y Axis:</strong> Time to Resolve (Decimal)</li> <li><strong>Order By:</strong> Time to Resolve (Decimal)</li> </ul> <h3 id="comparison-of-service-level-targets-to-performance-resolution-sla">8.27 Comparison of Service Level Targets to Performance - Resolution SLA</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> SLA</li> <li><strong>Y Axis:</strong> SLA Resolution Met</li> <li><strong>Order By:</strong> SLA Resolution Met</li> </ul> <h3 id="comparison-of-service-level-targets-to-performance-response-sla">8.27 Comparison of Service Level Targets to Performance - Response SLA</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> SLA</li> <li><strong>Y Axis:</strong> SLA Response Met</li> <li><strong>Order By:</strong> SLA Response Met</li> </ul> <h3 id="service-desk-knowledge-usage-views-by-agents-trend-by-month">8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (Agent)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Month</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Month</li> </ul> <h3 id="service-desk-knowledge-usage-views-by-agents-trend-by-week">8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Week)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (Agent)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Week (WC)</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Week (WC)</li> </ul> <h3 id="customer-facing-knowledge-usage-views-by-users-trend-by-month">8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (User)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Month</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Month</li> </ul> <h3 id="customer-facing-knowledge-usage-views-by-users-trend-by-week">8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Week)</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base Usage (Overall)</li> <li><strong>Filters:</strong> 'Viewer Type' includes (User)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> View Week (WC)</li> <li><strong>Y Axis:</strong> View Count</li> <li><strong>Order By:</strong> View Week (WC)</li> </ul> <h3 id="service-desk-knowledge-quality-and-effectiveness">8.30 Service Desk Knowledge Quality and Effectiveness</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base (Breakdown)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>Agent Positive</li> <li>Agent Negative</li> <li>Agent Views</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="customer-facing-knowledge-quality-and-effectiveness">8.31 Customer Facing Knowledge Quality and Effectiveness</h3> <ul> <li><strong>Data Source:</strong> 💾 Knowledge Base (Breakdown)</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Multiple Series</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> <ol> <li>User Positive</li> <li>User Negative</li> <li>User Views</li> </ol> </li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="total-cost-of-service-delivery-fixed-period">8.34 Total Cost of Service Delivery (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="average-cost-per-incident-by-channel-fixed-period">8.35 Average Cost per Incident by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Incident), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="average-cost-per-service-request-by-channel-fixed-period">8.36 Average Cost per Service Request by Channel (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'ITIL Type' includes (Service Request), <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Labour Cost</li> <li><strong>Order By:</strong> Labour Cost</li> </ul> <h3 id="periodic-customer-satisfaction-measurement-trend-by-month">8.40 Periodic Customer Satisfaction Measurement (Trend by Month)</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Month</li> <li><strong>Y Axis:</strong> Satisfaction Metric</li> <li><strong>Order By:</strong> Month</li> </ul> <h3 id="event-based-customer-satisfaction-measurement">8.41 Event-Based Customer Satisfaction Measurement</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> <em>'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)</em></li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> ITIL Type</li> <li><strong>Y Axis:</strong> Satisfaction Metric</li> <li><strong>Order By:</strong> ITIL Type</li> </ul> <h3 id="complaints-suggestions-and-compliments-fixed-period">8.42 Complaints, Suggestions and Compliments (Fixed Period)</h3> <ul> <li><strong>Data Source:</strong> 💾 Feedback</li> <li><strong>Filters:</strong> None</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Score</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</li> </ul> <h3 id="problem-records-created-through-proactive-problem-management">8.43 Problem Records Created Through Proactive Problem Management</h3> <ul> <li><strong>Data Source:</strong> 💾 Tickets (All)</li> <li><strong>Filters:</strong> 'Source' does not include (Email, Chat, Web, Manual - Phone, Manual)</li> <li><strong>Chart Type:</strong> Bar</li> <li><strong>X Axis:</strong> Source</li> <li><strong>Y Axis:</strong> Ticket ID</li> <li><strong>Order By:</strong> Ticket ID</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>This article gives example code for how to implement http request signing for the &quot;Validate Signature using Secret Key&quot; authentication method in Integration Runbooks.</p><p><br></p><p>This involves your application and Halo sharing a &quot;Secret Key&quot;. Your application will sign all requests that are sent to the runbook start URL using this secret key. Halo will verify the signature on each request using the same secret key and reject it if the signature is not valid or if the payload does not match the original payload that the signature is for.</p><p><br></p><p>The example is using C# in .Net 8. By replicating similar logic you can do this in other programming languages.</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>In your Integration Runbook, set &quot;Runbook Start Access&quot; to &quot;Can be started from Halo and from a public endpoint&quot;. Set &quot;Authentication&quot; to &quot;Validate Signature using Secret Key&quot;.</p><p><br></p><p>Generate a new random secret key - ensure this is at least 32 characters for optimal security. For simplicity, in this example our Secret Key is &quot;abcdefg&quot;.</p><p><br></p><p>Populate the form as follows;</p><p><br></p><p>1. Set Secret Key to your secret key you generated. In this case &quot;abcdefg&quot;.</p><p>2. Set Signature header name to &quot;x-halo-signature&quot;. This can have any name but this is the name we&#39;ve chosen for this example.</p><p>3. Signature prefix to &quot;sha256=&quot;.</p><p>4. Signing Algorithm to &quot;SHA-256&quot;.</p><p>5. Digest to &quot;Base64&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5YTJjMmFlLWQ0OGEtNGY1NS05NDE5LTVkNjBlNTkyOGE1OSJ9.00h8MH8GZ7XPL8xEbMfOR59cjVk4s0mhB5Gph_hNnbc" class="fr-fic fr-fil fr-dib" width="435" style="width: 437px; height: 414.71px;" height="415"></p><p><br></p><p><strong>Remember to store your secret securely.</strong></p><p><br></p><p>The following example code shows how to start this runbook and pass the Authentication.</p><p><br></p><p>If successfully validated this is recorded in the log. If validation is unsuccessful the request is not recorded and a 401 Unauthorized response is returned.</p><p><br></p><p><br></p><p><br></p><p id="isPasted"><br></p><pre><code class="lang-c#"><span class="hljs-function"><span class="hljs-keyword">public</span> <span class="hljs-keyword">async</span> Task <span class="hljs-title">StartHaloRunbook</span>() </span>{ <span class="hljs-keyword">using</span> (<span class="hljs-keyword">var</span> client = <span class="hljs-keyword">new</span> HttpClient()) { <span class="hljs-keyword">try</span> { <span class="hljs-keyword">string</span> secretKey = <span class="hljs-string">&quot;abcdefg&quot;</span>; <span class="hljs-comment">// This is the secret key you add to the Integration Runbook record. ENSURE YOU STORE THIS SECURELY.</span> <span class="hljs-keyword">string</span> signatureHeader = <span class="hljs-string">&quot;x-halo-signature&quot;</span>; <span class="hljs-comment">// This is the signature header you add to the Integration Runbook record.</span> <span class="hljs-keyword">string</span> url = <span class="hljs-string">&quot;http://localhost:3000/api/automation/a6212ef8-8c89-4bb6-a31f-989ba1248cbb&quot;</span>; <span class="hljs-comment">// Set this to the runbook URL you are given on the Integration Runbook config screen.</span> <span class="hljs-keyword">string</span> jsonPayload = <span class="hljs-string">&quot;{\&quot;value\&quot;: \&quot;test\&quot;}&quot;</span>; <span class="hljs-comment">// Your payload.</span> <span class="hljs-keyword">var</span> date = DateTimeOffset.UtcNow.ToString(<span class="hljs-string">&quot;r&quot;</span>, CultureInfo.InvariantCulture); client.DefaultRequestHeaders.Add(<span class="hljs-string">&quot;x-halo-date&quot;</span>, date); client.DefaultRequestHeaders.Add(<span class="hljs-string">&quot;x-halo-signature-algorithm&quot;</span>, <span class="hljs-string">&quot;rsa-sha256&quot;</span>); <span class="hljs-keyword">var</span> encoding = <span class="hljs-keyword">new</span> UTF8Encoding(); <span class="hljs-keyword">byte</span>[] webhookKeyBytes = encoding.GetBytes(secretKey); <span class="hljs-keyword">byte</span>[] payloadStringBytes = encoding.GetBytes(jsonPayload); <span class="hljs-keyword">using</span> (<span class="hljs-keyword">var</span> hmac = <span class="hljs-keyword">new</span> HMACSHA256(webhookKeyBytes)) { <span class="hljs-keyword">byte</span>[] hashMessage = hmac.ComputeHash(payloadStringBytes); client.DefaultRequestHeaders.Add(signatureHeader, Convert.ToBase64String(hashMessage)); } <span class="hljs-keyword">var</span> body = <span class="hljs-keyword">new</span> StringContent(jsonPayload, Encoding.UTF8, <span class="hljs-string">&quot;application/json&quot;</span>); <span class="hljs-keyword">var</span> response = <span class="hljs-keyword">await</span> client.PostAsync(url, body); <span class="hljs-comment">// Handle the response</span> } <span class="hljs-keyword">catch</span> (Exception e) { <span class="hljs-comment">// Handle the error.</span> } } } </code></pre><p><br></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; 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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; 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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><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>- Sending a Quote for Approval</strong></p><p><strong>- Quote Approval via the User Portal</strong></p><p><strong>- Configuration Options for Quoting</strong></p><p><strong>- Internal Quote Approvals</strong></p><p><strong>- Creating a project off the back of a converted opportunity</strong></p><p><strong>- Closing the quote and raising the order</strong></p><p><strong>- Automatically create a Sales Order and Close the Quote when the Quote is Approved</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</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/1458/" rel="noopener noreferrer" target="_blank"><strong>Quotations</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1409/" rel="noopener noreferrer" target="_blank"><strong>Agents</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1858/" rel="noopener noreferrer" target="_blank"><strong>Sales Orders</strong></a></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><a href="https://usehalo.com/halopsa/guides/2722/" target="_blank" rel="noopener noreferrer"><strong>Optional Items on Quotations</strong><br></a></li></ul><p><strong><br></strong></p><p>Quotes can be approved in two ways, either via following the link on the email template and approving the quote via the Self Service Portal, or via an email response back into Halo then an action to proceed the workflow.&nbsp;</p><p><br></p><p><strong><em>Note: It is recommended you always send a quote from an opportunity or a sales ticket. This is because the response will be mapped back to the opportunity if the user responds to the quote via email.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sending a Quote for Approval</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwZmFkY2ExLWVkZTAtNDk4ZS04MTcyLWViMzRhMGI5MGUzMCJ9.QsQeUHf1IZe7tu9x2-s0SjTCm1yf1XInLQe1xP5JroU" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 668.028px;" height="668"></p><p><strong><span style="font-size: 10pt;">Fig 1. Sending a Quote from Halo - Quote Approval Link via the Portal is done from the link highlighted above</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Dollar Variable</span></strong></p><p>The $ variable used for the link on the word &quot;here&quot; in the above template is <strong>$-quoteapproval</strong>. Navigate to Configuration &gt; Email &gt; Email Templates &gt; Filter the description for &quot;Quotation Message&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyNjQ3NDA4LTg5NTgtNGFiMy1iZWE0LWMzY2VlOGFlMWU5OSJ9.ejB-yBOWiQ3OAI4_mTmHBPtkYp-n_j9zUiPOEeqPwE0" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 594.161px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quotation Message Email Template</span></strong></p><p><br></p><p>The quotation message template can be edited to suit what you like, having the $-quoteapproval variable is important for getting the link to the quote. So it is important to include this in the template. &nbsp; &nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Quote Approval via the User Portal</span></strong></p><p>After clicking the link to approve the quote via the portal, a new portal window is opened. From here you can choose to approve or reject the quote via the thumbs up or down icons.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlMzJhNzUzLWM1MTQtNDgwZC1hMzJlLTFiMjU2MDk0Yjg1OSJ9.43Y7-M8cTWI_YFlDf0HsGZxCxmdUvXTSnGYBMQyNZQ8" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 541.36px;" height="541"></p><p><strong><span style="font-size: 10pt;">Fig 3. Approval via the portal</span></strong></p><p><br></p><p>Quotations past the &quot;Expiry Date&quot; will not be available to approve.</p><p><br></p><p><strong><em>Note:</em></strong><em><strong>&nbsp;After clicking accept, the user will be able to add in their signature and can edit the optional items that were on the quote, they will then have to click accept again.</strong></em></p><p><br></p><p>After acceptance, the IP address of the approver can be added to quotation templates. This will not populate with an address until the quote is signed, and will show &quot;IP Address&quot; as a placeholder until then. This helps ensure the approver is who they are supposed to be and reduce risk of fraud, as well as provide a trail for audits that may be required in certain industries.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 12pt;">Customise the Field List for Quote Approvals</span></strong></p><p>Within Configuration &gt; Quotations you can set the fields that will be shown on the quote approval screen in the portal:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1YmJkM2Q4LTQ5MWItNDY2ZC1hZGJjLWIxMWYxNmFhMTgxZiJ9.H2AKRh-t5eeY-1QcOxZWBpoy_6vf_6YBYzMQwMtIs3U" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 576.333px;" height="576"></strong></p><p><strong><span style="font-size: 10pt;">Fig 4. Field list for quote approvals</span></strong></p><p><br></p><p>By using the pencil icons on the fields in the list, you can set field visibility i.e. required, not required, not visible, etc.</p><p><br></p><p>You can add ticket custom fields to this form. They can then pull from and transfer information to the same field added to the ticket that is linked to the quotation. This is a useful way of collecting extra information or having the acceptor tick a box for terms and conditions for instance.</p><p><br></p><p>Add the custom field the same way you do with the ones above, and make sure the same custom field is also added to the ticket type.</p><p><em><strong>Note: If the quotation is raised separately without linking to a ticket, these fields will not show.</strong></em></p><p><br></p><p>When accepting, the field will show on the form. If the custom field has already been populated on the ticket type that the quotation is raised from, it will pre-fill the same value here when submitting. If not, the box will be empty here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkODJmMGMzLTliNmEtNDZjNy1iYzA5LWM1YzNjZjFhMDAyMCJ9.sV1WUKLJt3RQCkQeiGpggNIR5hvJYqpxt5jhipIbqxU" class="fr-fic fr-fil fr-dib" width="1243" style="width: 1245px; height: 587.105px;" height="587"></p><p><strong><span style="font-size: 10pt;">Fig 5. Custom field on the acceptance form.</span></strong></p><p><br></p><p>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. This will open a text box where you can write your message.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMTMxZDczLTA5ODktNDM5Yy1hNWNhLTY3ZDZiYjZjYTNlZCJ9.WSoEyHQhc-BseE-UYKPLj9PdakPKe4lIJBzB41IVFAs" class="fr-fic fr-fil fr-dib" width="326" style="width: 328px; height: 73.3416px;" height="73"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Adding a custom hint for signatures</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The message you provide in here will then display above the signature field.</span><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxOGQwOGUwLTgyZTctNGVkZC04M2FiLTc5N2UxOTkxOTIyZCJ9.DnBSB-FC-cf_WYmhzc8AMLP3WgjJ9IQWK1-40Zj3B48" class="fr-fic fr-fil fr-dib" width="974" style="width: 976px; height: 281.774px;" height="282"></span><strong><span style="font-size: 10pt;">Fig 7. Adding a custom hint for signatures</span></strong></p><p><br></p><p>If the user accepting decides to change it, it will overwrite the previous value on the ticket type.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyZDU1MjZjLWVkMjUtNGVhZS04NjIzLTJhZDllMGU3MDY0NSJ9.9roFyth64u0b3dGgFfhuHcVTzHUeulk3TukAJZAoBO4" width="1005" height="304" 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 8. Custom field on the ticket type populated from the form</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Portal Authentication</span></strong></p><p>You can choose whether or not you want users to authenticate via the portal with the setting below. When checked, end-users must log in to access their approvals.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MTIzZmRhLTQ1NjctNGRlMi1iNjk1LWQ5MjNkMWI4MDk2NCJ9.MmzhSMsE-v5T192qaWgDYdVQ5ID6yH_aBlipXQxd_50" class="fr-fic fr-fil fr-dib" width="484" height="45"><strong><span style="font-size: 10pt;">Fig 9. Require Authentication for Approval Processes Setting</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Email Templates</span></strong></p><p>As explained above, the default template when sending quotes out from HaloPSA is the &quot;Quotation Message&quot; Email Template. This can be changed in the following location Configuration &gt; Email &gt; Email Templates.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNjYyZDYxLWU1YWMtNGM2MS04YjRmLWZmNmM5NDM0ZTk1MiJ9.FZ9rk1wD-GS3ouTgeZXwWRjF7yXgck_Vw7Sx5ACODvE" class="fr-fic fr-fil fr-dib" width="667" height="704"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quotation Message Email Template&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Countersigning Quotes</span></strong></p><p>The agent assigned to the quote can countersign the quote after it has been approved and signed by the user. The countersigned quote can then be sent off to the user/customer for their records.&nbsp;</p><p><br></p><p>This functionality is enabled per ticket type. Head to configuration &gt; sales &gt; opportunity types &gt; select a opportunity type &gt; settings tab &gt; &#39;Enable Quote countersigning for Quotes linked to Tickets of this type&#39;.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZmFmMTk2LTc2YzEtNDNkNC05NDVjLWY0MGZlZmJkZDBhMiJ9.8LIsli2gx9kgHrv4nerxb872TXc1MMiR7HUELL19ZtY" class="fr-fic fr-fil fr-dib" width="479" style="width: 481px; height: 261.089px;" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 11. Enable quote countersigning against ticket type</span></strong></p><p><br></p><p><strong><em>Note: As this functionality is enabled per ticket type, countersigning is only available against quotes that are linked to a ticket. Standalone quotes cannot be countersigned.&nbsp;</em></strong></p><p><br></p><p>To set the Ticket Status after a Quote has been signed head to Configuration &gt; Quotations &gt; Approvals, and choose the status using the &quot;Ticket Status after Quote Countersigned&quot; drop-down.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlZTY3Yjk5LWI5MmEtNDQyZC1iNGNkLWIzMjJmZGFhZmZjYSJ9.QwPTpvbnXH41dQU-F5kXe_RJyVh5L_Piz63sJbKDgYg" class="fr-fic fr-fil fr-dib" width="828" style="width: 830px; height: 326.785px;" height="327"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 12. Setting the&nbsp;</strong><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"><strong>Ticket Status after a Quote has been Countersigned</strong></span></span></p><p><br></p><p>Once Countersigning has been enabled, agents can raise and sent off quotes to users as normal. When the user has approved (and signed) the quote the agent will be given the action to &#39;Countersign&#39; against a quote.</p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5Yjk3ODZjLWI5ZWEtNGI5My04N2M0LTNkMDMzNzY2OTA0NSJ9.SueKFb2wHZPVCih-43bfUCf2tS9ZAYbLS88PCMKmWj4" class="fr-fic fr-fil fr-dib" width="830" style="width: 832px; height: 342.535px;" height="343"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 13. Countersign quote action</span></strong></p><p><strong><br></strong></p><p>When this action is used the agent can either sign with a new signature or use their agent signature (set against their agent profile).</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiNWIxOWMzLTY2Y2UtNDY3YS04NTVmLTA5ZjE2YWU1NTIyZCJ9.I-Krubxa5RP7h6VUZS70xb8Ggja5MJv3bqddd9xyHtI" class="fr-fic fr-fil fr-dib" width="783" style="width: 785px; height: 425.208px;" height="425"></strong></p><p><strong><span style="font-size: 10pt;">Fig 14. Countersign options</span></strong></p><p><strong><br></strong></p><p>Once the agent has counter-signed their signature will be visible in the quote details.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1MTk0MTkyLWJiOTQtNDlmNi1iYWMzLWZlOGYyNzIyMDA0NCJ9.NZglFh6L6OXjbZ3aSgA6RWxu7kh92E4tz3RDr__WtUw" class="fr-fic fr-fil fr-dib" width="1443" style="width: 1445px; height: 464.771px;" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 15. Counter signature in quote details&nbsp;</span></strong></p><p><br></p><p>If you would like an updated version of the quotation, containing the counter-signature, sent out to the user following the agent countersigning, enable &#39;Send counter-signed quote to the end user&#39; against the ticket type (shown in figure 9). This will automatically generate a new quote pdf and send this out to the end user of the quote. You will need to choose the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1909" id="isPasted" target="_blank" rel="noopener noreferrer">email template</a> that is used for this email against the ticket type too under &#39;Countersigned email template&#39;.</p><p><br></p><p>In order to have the countersignature included in the quote PDF that is generated you will need to include the variable $-AGENTQUOTECOUNTERSIGNATURE in the PDF template used for the quotation. The variables $-QUOTECOUNTERSIGNDATETIME and $-QUOTECOUNTERSIGNDATE can also be used to pull through the date/time and date of the countersignature (respectively).&nbsp;</p><p><br></p><p>The countersign option will remain available for agents, allowing them to counter-sign multiple times. If you have enabled the functionality to automatically send emails to the user after each countersign, an email will be sent each time the agent re-signs the quote. Ensuring the user has the most up to date version of the quote.&nbsp;</p><p><br></p><p>Countersigning can be completed via emails. In Configuration &gt; Tickets &gt; Ticket Types &gt; Settings tab. The below options are available.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkYmEyODdkLTI3NGUtNDI4My04NjhlLTNmMzZkYTg3N2IxMSJ9.vuPUsaKyTbbz5BH2r0_avDcyPGSJkqF4XNuMIpbaU0M" class="fr-fic fr-fil fr-dib" width="486" height="117"></p><p><strong><span style="font-size: 10pt;">Fig 16. Enabling email countersigning.</span></strong></p><p><br></p><p>Upon the user accepting the quote, the below email template (ID: 351) will be sent to the agent specified above. If no agent is set, the email will go to the agent assigned to the quotation. The variables &quot;$-COUNTERSIGNAPPROVE&quot; and &quot;$-COUNTERSIGNREJECT&quot; will populate with the acceptance and rejection links retrospectively.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlZTVkNmM1LWEwMmEtNDA4OC1hYzE0LWQzZDQ5MGFlYmMxNiJ9.ataIX1F6EJaLNyjEuHpK-WclpafeF2d9yb7EK9fb6TU" class="fr-fic fr-fil fr-dib" width="1052" height="332"></p><p><strong><span style="font-size: 10pt;">Fig 17. Email template for countersigning.</span></strong></p><p><br></p><p>Upon opening the link to accept, the agent will have the option to add a comment.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3OGI5OWQ4LWUyNTktNGEwNS1iODBlLTViOTRjNGZiNWQ5NCJ9.hREWeRHYauqXwxbJeDQ3fT1pdUEmM5QuRt0v4QzEG2g" class="fr-fic fr-fil fr-dib" width="1523" height="320"></p><p><strong><span style="font-size: 10pt;">Fig 18. Portal when accepting.</span></strong></p><p><br></p><p>When approving via email, the signature will auto-populate with the &quot;Agent Signature&quot; field from their agent profile.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NjNiZjk3LTI0MWItNDA4ZS04YWM0LTFjNzJlZjZmNjlhYyJ9.hrfR7ThxrQACSRN-TLHzt3_d7rcHbODbTURWdGAqbEs" class="fr-fic fr-fil fr-dib" width="239" height="238"></p><p><strong><span style="font-size: 10pt;">Fig 19. Countersignature added.</span></strong></p><p><br></p><p><strong><em>Note: If Countersigning is enabled Sales Orders will not be created for Approved Quotes until they have been Countersigned.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuration Options for Quoting</span></strong></p><p>It is important to note there are useful configuration options for Quoting under <strong>Configuration &gt; Quotations</strong>, in particular notifying user/agent on acceptance or approval of a quote, and setting ticket/opportunity statuses on quote acceptance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyNDVhM2U1LTNhNzktNGUyZC05NDAzLTlkYjA2OTA1YjIyZCJ9.84wjhpngJnwEhTjvA0YkylawurK9iUTEhjBYBuDxH6k" class="fr-fic fr-fil fr-dib" width="904" height="1027"></p><p><strong><span style="font-size: 10pt;">Fig 20. Config Options for Quotations</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Internal Quote Approvals</span></strong></p><p>Quotes can be configured to require internal approval prior to being sent to the end-user. This functionality is enabled under Configuration &gt; Quotations &gt; Approvals, see section &#39;Agent approval settings&#39;. &nbsp;First enable &quot;Allow Quotations to be approved before being sent or Sales Orders created&quot;.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3OWRjYWE2LTgxYmItNDM0My1iYjcwLWQ5ZDQ3ZWEyYzQ5YiJ9.fBoUuFtxmwVrXfgLCPiQZ1Ol14fK6PYosRHvOiZPMlE" class="fr-fic fr-fil fr-dib" width="942" style="width: 944px; height: 579.033px;" height="579"></p><p><strong><span style="font-size: 10pt;">Fig 21. Agent Approval Settings</span></strong></p><p><br></p><p>In order to set the agents that can approve quotations, give the agent permission to approve quotations either against their agent profile under Configuration &gt; Teams &amp; Agents &gt; Agents &gt; *Details Tab* &gt; *Approval Settings Dropdown*.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMWI0OTk5LTcxNjAtNGQ1ZS04NjVlLTU3YjE2NTNkNzFhMyJ9.hIyUVZDWc3p2fLwEkQspaDHggTof5TTrOCR6UB7JBzU" class="fr-fic fr-dii" width="578" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 22. Approval Settings On The Agents Config</span></strong></p><p><br></p><p>For more information on setting up and using internal quote approvals check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2327" id="isPasted" target="_blank" rel="noopener noreferrer">Internal Quote Approvals</a>.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Creating a project off the back of a converted opportunity</span></strong></p><p>Alternatively after marking the opportunity as won you can create a child project ticket to action whatever work is required to implement what has been sold (if applicable). This is managed in the workflow of the opportunity (Configuration &gt; Sales &gt; Workflows) by restricting the actions you want to have available at every step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5N2JjODg1LTc5MDItNDVhYy05YThjLWY3M2EzN2M3ZjU1NCJ9.qjNhyqsFbF9wNcf0GB0CFrK9pOg387ksYp9LgYzwIrA" class="fr-fic fr-fil fr-dib" width="616" height="53"></p><p><strong><span style="font-size: 10pt;">Fig 23. Creating a project off the back of a converted opportunity</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Closing the quote and raising the order</span></strong></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjOTliYWE5LTc3Y2ItNDU4My1iZjU0LTkwMWJjY2E0ZGFjZSJ9.fY2ayxLfPjKkqceBgsV9Q82maEmeaWvXN5yL5k3TX4E" width="708" height="349" 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 24. You can create the Sales order from the quote, then create the invoice from the sales order</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Automatically create a Sales Order and Close the Quote when the Quote is Approved</span></strong></p><p>You can also automatically create sales order if the quote is approved (Approved by the user via email or the self service portal) configured in Configuration &gt; Quotations:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiYzRmMDczLWIyODMtNDhmNS04OTk0LTRkNjdmNDA4NWFjNiJ9.KxLX9PeR1ya-NHxXU1XTYkXJxGtGcrcFIerNPotGskI" class="fr-fic fr-fil fr-dib" width="512" style="width: 512px; height: 47.8505px;" height="47.8505"></p><p><strong><span style="font-size: 10pt;">Fig 25. Automatically Create The Sales Order When The Quote Has Been Approved</span></strong></p><p>&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxYjgyNzBmLWUxZTEtNDg4MS04N2JhLWJiOGIyMjRkYWU1MSJ9.GdcsVeM_FIrRzG5SLYvtRZJh_aUbpyW9NKQ7uFVT_yc" class="fr-fic fr-fil fr-dib" width="473" style="width: 473px; height: 45.1978px;" height="45.1978"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4ZTM0YzgwLWM5ODctNDZhOC05NjhiLWMyMzUwY2M3Y2RkNCJ9.6v0cXe01nHGpfr050aaQ31ICxLGKlPL9hmRtJrQaXRw" class="fr-fic fr-fil fr-dib" width="407" style="width: 407px; height: 0px;" height="0"></p><p><strong><span style="font-size: 10pt;">Fig 26. Quotes Will Close Automatically When The Sales Order Is 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 style="text-align: left;"><strong>In this guide we will cover:</strong></p><p style="text-align: left;"><strong>- Using HTML to Customise Report Appearance</strong></p><p style="text-align: left;"><strong><span style="font-size: 11pt;">-&nbsp;</span></strong><span style="font-size: 11pt;"><strong>Example Report/Basic HTML Blocks</strong></span></p><p style="text-align: left;"><span style="font-size: 11pt;"><strong>- Advanced Edits</strong></span></p><p style="text-align: left;"><br></p><p style="text-align: left;"><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Using HTML to Customise Report Appearance</span></strong></p><p>In the reporting suite, click into the desired report and the &quot;Appearances&quot; tab. Check the checkbox, &quot;Customize Table HTML&quot; to get started.</p><p><br></p><p>From here you will notice four boxes/blocks where HTML can be pasted into to apply custom appearances.</p><p><br></p><p><strong><span style="font-size: 12pt;">Report Table HTML</span></strong></p><p>To configure the appearance of the table&#39;s column headers.</p><ul><li>Plain text should be used to name columns.</li><li>Use <em>$REPORTROWS</em> to print the next HTML block (the report table rows).</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Row HTML</span></strong></p><p>To configure the appearance of the table&#39;s column&#39;s values.</p><ul><li>You are able to use variables to print the column values on each row. Spaces in the column name should replaced with underscores (&quot;_&quot;) in these variables.</li><li>e.g. A column with the name &quot;Ticket ID&quot; should be replaced with the text, &quot;$Ticket_ID&quot; to be used as a variable to generate the cell&#39;s value in this HTML block.</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Group HTML</span></strong></p><p>To configure the appearance of the grouping value(s) for the report. This HTML will only take effect if there are columns in the report which are set to be grouped by.</p><ul><li>Use <em>$GROUPHEADER</em> to print the grouped value.</li><li>Use <em>$GROUPCOUNT</em> to print the count of entries in each group.</li><li>If there are multiple groupings in your report, you can number the variables used like...<ul style="list-style-type: disc;"><li>$GROUP1HEADER, $GROUP2HEADER, etc.&nbsp;</li><li>$GROUP1COUNT, $GROUP2COUNT, etc.</li></ul></li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Total Row HTML</span></strong></p><p>To configure the appearance of the totalling value(s) for the report. This HTML will only take effect if there are columns in the report which are set to be totaled.</p><ul style="font-weight: initial;"><li>The variable for this HTML block works exactly the same as the <em>Report Table Row HTML&nbsp;</em>block.&nbsp;</li><li>e.g. A column with the name &quot;Hours Logged&quot; should be replaced with the text, &quot;$Hours_Logged&quot; to be used as a variable to generate the cell&#39;s totalling value in this HTML block.</li></ul><p><br></p><p style="text-align: left;"><strong><span style="font-size: 14pt;">Example Report/Basic HTML Blocks</span></strong></p><p>Let&#39;s take a basic report like shown below and go through all of the HTML blocks.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMDMyNjEzLTIxOGEtNDBjZS04OTNlLTc2NmM2NGNiY2MyYiJ9.UITcmD2kDfGh2WhqFyPgJfA8IB13ecwhPUMzHgHRCs0" class="fr-fic fr-fil fr-dib" width="454" height="597"></p><p><strong><span style="font-size: 10pt;">Fig 1. Report showing Hours Logged by Agents within Teams</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Report Table HTML</span></strong></p><p>&lt;table&gt;</p><p>&nbsp; &nbsp; &lt;tr&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #2BD3C6; color: white;&quot;&gt;Team&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #2BD3C6; color: white;&quot;&gt;Agent&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #2BD3C6; color: white;&quot;&gt;Hours Logged&lt;/td&gt;</p><p>&nbsp; &nbsp; &lt;/tr&gt;</p><p>&nbsp; &nbsp; $reportRows</p><p>&lt;/table&gt;</p><p><br></p><p>Only adds column headers until the &quot;Report Table Role HTML&quot; is filled out.<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0MjNjOWU4LTg2NjUtNGQ2Yy1hY2U3LTdlYjU5MGI5MmY4OSJ9.uavMWnKloXdUmsACdLaDZgsJE-VNvhLeCyhpUrnfJDw" class="fr-fic fr-fil fr-dib" width="397" height="87"></p><p><strong><span style="font-size: 10pt;">Fig 2. Report from Fig 1 after the above HTML.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Row HTML</span></strong></p><p id="isPasted">&lt;table&gt;</p><p>&nbsp; &nbsp; &lt;tr&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;$Agent&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;$Hours_Logged&lt;/td&gt;</p><p>&nbsp; &nbsp; &lt;/tr&gt;</p><p>&lt;/table&gt;</p><p><br></p><p>Notice the blank row to give space for the grouping added later.</p><p>Adds column values.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmNjE5YmQ4LTgwNmQtNGZiNC1iMWQ4LTJkNDcwNmIxZWViMCJ9.2agdsp00Eh1vfCeo9mWEqbqbHu-tDPMbXvHh6SY9g1o" class="fr-fic fr-fil fr-dib" width="458" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 3. Report from Fig 1 after the above HTML.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Group HTML</span></strong></p><p id="isPasted">&lt;table&gt;</p><p>&nbsp; &nbsp; &lt;tr&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #AAEDE8; color: black;&quot; colspan=&quot;100%&quot;&gt;$GROUPHEADER ($GROUPCOUNT)&lt;/td&gt;</p><p>&nbsp; &nbsp; &lt;/tr&gt;</p><p>&lt;/table&gt;</p><p><br></p><p>Adds the grouping labels.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxMDE1YjJkLWVlMjYtNDZlYS05NzQyLTk4M2EzZWY2NThhMiJ9.E2psfsIul3RVQTDW52F4JLJz9mbKlaTup0OY7dZ2gZE" class="fr-fic fr-fil fr-dib" width="455" height="443"></p><p><span style="font-size: 10pt;"><strong>Fig 4. Report from Fig 1 after the above HTML</strong></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Report Table Total Row HTML</span></strong></p><p id="isPasted">&lt;table&gt;</p><p>&nbsp; &nbsp; &lt;tr&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #AAEDE8; color: black;&quot;&gt;&lt;/td&gt; &nbsp; &nbsp; &nbsp; &nbsp;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #AAEDE8; color: black;&quot;&gt;&lt;/td&gt; &nbsp; &nbsp; &nbsp; &nbsp;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td style=&quot;background-color: #AAEDE8; color: black;&quot;&gt;$Hours_Logged&lt;/td&gt;</p><p>&nbsp; &nbsp; &lt;/tr&gt;</p><p>&lt;/table&gt;</p><p><br></p><p>Notice the two blank columns used in order to position the total under the correct column.</p><p>Adds the totals underneath each grouping.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkM2QzNGU5LTIwMDMtNDBjZC1hYTVlLWZkZDljYzEyNjc5NSJ9.IiaxysfvepYXfHoNJ8sFuNHiDs43cZpgMXdnoWnqd5E" class="fr-fic fr-fil fr-dib" width="454" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 5. Report from Fig 1 after the above HTML.<br></span></strong></p><p><br></p><p style="text-align: left;"><strong><span style="font-size: 14pt;">Advanced Edits</span></strong></p><p><strong><span style="font-size: 12pt;">Hyperlinking</span></strong></p><p>The example shown above was quite basic in showing each of the HTML blocks. Let&#39;s go through an example of adding a link to the report as this is quite commonly requested for in custom reports. Let&#39;s say we want a link to the agent profile page of the agent shown in the report embedded into their name located in the <strong>Agent&nbsp;</strong>column.</p><p><br></p><p>Firstly, we need to be able to build the link to be dynamic to the agent we&#39;re clicking on. I know that the agent pages in configuration correlate with the ID of the agent we&#39;re viewing. Given this information, we must expose that information in the report as a column to then be used in the HTML to build the link.</p><p><br></p><p><strong><span style="font-size: 12pt;">Initial SQL query</span></strong></p><p id="isPasted">SELECT</p><p>&nbsp; &nbsp; sectio_ AS [Team],</p><p>&nbsp; &nbsp; uname AS [Agent],</p><p>&nbsp; &nbsp; ROUND(SUM(timetaken), 2) AS [Hours Logged]</p><p>FROM faults</p><p>&nbsp; &nbsp; JOIN actions ON actions.faultid = faults.faultid</p><p>&nbsp; &nbsp; JOIN uname ON unum = assignedtoint</p><p>WHERE&nbsp;</p><p>&nbsp; &nbsp; timetaken &gt; 0</p><p>GROUP BY&nbsp;</p><p>&nbsp; &nbsp; sectio_,</p><p>&nbsp; &nbsp; uname,</p><p><br></p><p><strong><span style="font-size: 12pt;">Adjusted SQL query</span></strong></p><p id="isPasted">SELECT</p><p>&nbsp; &nbsp; sectio_ AS [Team],</p><p>&nbsp; &nbsp; uname AS [Agent],</p><p>&nbsp; &nbsp; ROUND(SUM(timetaken), 2) AS [Hours Logged],</p><p>&nbsp; &nbsp; unum AS [ID]</p><p>FROM faults</p><p>&nbsp; &nbsp; JOIN actions ON actions.faultid = faults.faultid</p><p>&nbsp; &nbsp; JOIN uname ON unum = assignedtoint</p><p>WHERE&nbsp;</p><p>&nbsp; &nbsp; timetaken &gt; 0</p><p>GROUP BY&nbsp;</p><p>&nbsp; &nbsp; sectio_,</p><p>&nbsp; &nbsp; uname,</p><p>&nbsp; &nbsp; unum</p><p><br></p><p>Note that I don&#39;t have to actually show the column in the resulting report to be able to use the value in the HTML. However, please be sure to add the new field to the the list of fields exposed from the SQL query in the resulting report to the &quot;Fields&quot; tab. This allows the HTML variable for my new column ($ID) to be used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4ZDNkMjk5LWIwYTEtNDRhYi04MjFjLTZmODhjNTY3MzBjYSJ9.SgfIq5rC4yjKk1ZIkvgh79LaXIiegsb7qMPodiOKW9M" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 363.653px;" height="364"></p><p><strong><span style="font-size: 10pt;">Fig 6. Adding the new field into the report Fields area</span></strong></p><p><br></p><p>Now, all I have to do is use that new variable to code some new HTML for the agent name values.</p><p><br></p><p id="isPasted">&lt;table&gt;</p><p>&nbsp; &nbsp; &lt;tr&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;&lt;a href=&quot;<a href="https://sfitsm0301.haloitsm.com/config/agents/agents?agentid=$ID" id="isPasted">https://sfitsm0301.haloitsm.com/config/agents/agents?agentid=$ID</a>&quot; target=&quot;_blank&quot;&gt;$Agent&lt;/a&gt;&lt;/td&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;td&gt;$Hours_Logged&lt;/td&gt;</p><p>&nbsp; &nbsp; &lt;/tr&gt;</p><p>&lt;/table&gt;</p><p><br></p><p>Notice how two variables are used here. $ID is used in the link embedded and $Agent in the label.</p><p>Adds links to the agent column values.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzYmM4OTIyLTcxYWYtNDJjMy05YTgyLWY2Zjk5MDcxZThhYiJ9.8yCHleZkg9-V_NvDjr5L6b8d9jvZxz5MlZ4Nyk7ru84" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 633.27px;" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 7. Links added to the report</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Text Align</span></strong></p><p id="isPasted">Another option is to centre text within the cells. For instance, using a report that shows ticket ID and date created, these variables can then be inserted into the below HTML. Use this in the &quot;Report Table Row HTML&quot; box.</p><p><br></p><p id="isPasted">&lt;tr style=&quot;text-align: center;&quot;&gt;</p><p>&nbsp; &lt;td&gt;$TICKET_ID&lt;/td&gt;</p><p>&nbsp; &lt;td&gt;$DATE_CREATED&lt;/td&gt;</p><p>&lt;/tr&gt;</p><p><br></p><p>The report would then appear like this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NzE3NGVmLTUwZjktNGE4My1hZGVjLWFhMmE2YzA4NDVhMyJ9.g6HfF0Cn9I_6vaLFCutT7cqvPVGpGYhme2RYom06KX8" class="fr-fic fr-fil fr-dib" width="777" height="624"></p><p><strong><span style="font-size: 10pt;">Fig 8. Centring text in report cells.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Changing Text Color</span></strong></p><p>The following HTML can be inserted within a header tag to change the styling and color.</p><p><br></p><p id="isPasted">style=&quot;color: #00a1df; vertical-align: middle&quot;</p><p><br></p><p>For instance, like this:</p><p id="isPasted">&nbsp; &nbsp;&lt;h5 style=&quot;color: #00a1df; vertical-align: middle&quot;&gt;$SYMPTOM&lt;/h5&gt;</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>- Custom Table Configuration</strong></p><p><strong>- Custom Field Configuration</strong></p><p><br></p><p><br></p><p><strong>Download link for importer</strong> - <a href="https://s3.eu-west-2.amazonaws.com/s3.nethelpdesk.com/ftp/dataImporter.zip">https://s3.eu-west-2.amazonaws.com/s3.nethelpdesk.com/ftp/dataImporter.zip</a></p><p><br></p><p>This executable needs to have a SQL connection for read/write to the Halo database so is only possible when you have direct database access.</p><p><br></p><p>When it is run it will look at all of your custom tables that have the <strong>Import Folder</strong> field filled out.</p><p><br></p><p>This should contain a folder location that is local to the DataImporter that contains .csv files that need to be imported.</p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Table Configuration</span></strong></p><p>You can use the<strong>&nbsp;Import Key 1</strong> and<strong>&nbsp;Import Key 2</strong> fields to make sure duplicate data is not imported.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwMWJmNTFhLWEwZGMtNDYyMC1iYWIzLTVjZjVkNmZmYTg2MyJ9.-8_oJNn0RaqFTqvIFXMXFior9w-rK84mtR9gAA9PWKE" width="1171" height="927" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Custom table configuration.</span></strong></p><p><br></p><p>Once this is run it will import the data from the .csv files and put them into a folder in the same folder location named Processed.</p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Field Configuration</span></strong></p><p>Each Custom Field that you are importing into needs to have the <strong>Import Field Name</strong> filled out with the csv file heading for that column. You can use numbers instead if the csv does not have a header/heading row and the position will be used instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4MDJlOGQxLTJlYjItNDg1ZS04OTUwLTU1ODhiM2Q5NmZmYyJ9.VKgJW-hF401Oy03rC1kbHBwrVdmGqJI5VkvHHerwTgg" width="701" height="869" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Custom field configuration.</span></strong></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><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>- Requirements</strong></p><p><strong>- Adding a Replying Party Trust</strong></p><p><strong>- Creating Claim Rules</strong></p><p><strong>- Adjusting the Trust Settings</strong></p><p><strong>- Configuring Halo</strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Requirements</strong></span></p><p>To use ADFS to log in to your Halo instance, you need the following components:</p><p><br></p><ul type="disc"><li>An Active Directory instance where all users have an email address attribute.</li><li>A server running Microsoft Server 2012 or 2008. This guide uses screenshots from Server 2012R2, but similar steps should be possible on other versions.</li></ul><p>After you meet these basic requirements, you need to install ADFS on your server. Configuring and installing ADFS is beyond the scope of this guide, but is detailed in a <a href="http://msdn.microsoft.com/en-us/library/gg188612.aspx" target="_blank" rel="noopener noreferrer"><strong>Microsoft KB article</strong></a>. You can also follow the YouTube video found <a href="https://www.youtube.com/watch?v=tAQ2n-bJ6Vs" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. &nbsp;</p><p><br></p><p>When you have a fully installed ADFS installation, note down the value for the &#39;SAML 2.0/W-Federation&#39; URL in the ADFS Endpoints section. If you chose the defaults for the installation, this will be &#39;/adfs/ls/&#39;.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Relying Party Trust</span></strong></p><p>At this point you should be ready to set up the ADFS connection with your Halo instance. The connection between ADFS and Halo is defined using a Relying Party Trust (RPT).</p><p>Select the <strong>Relying Party Trusts</strong> folder from <strong>AD FS Management</strong>, and add a new <strong>Standard Relying Party Trust</strong> from the Actions sidebar. This starts the configuration wizard for a new trust.</p><p><br></p><p><img border="0" width="602" src="http://halo.haloservicedesk.com/api/attachment/image/8997948d-18e0-4e9d-84bc-c8ecf4881d02" class="fr-fic fr-dii" height="486"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Adding a new relying party trust.</strong></span></p><p><br></p><p>In the <strong>Select Data Source</strong> screen, select the last option, <strong>Enter Data About the Party Manually</strong>.</p><p><br></p><p><img border="0" width="602" src="http://halo.haloservicedesk.com/api/attachment/image/ab918704-e309-43bf-b16e-8d79cb4666bf" class="fr-fic fr-dii" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enter data manually option.</span></strong></p><p><br></p><p>On the next screen, enter a <strong>Display name</strong> that you&#39;ll recognise in the future, and any notes you want to make.</p><p><br></p><p>On the next screen, select the <strong>ADFS FS profile</strong> radio button.</p><p><br></p><p>On the next screen, leave the certificate settings at their defaults.</p><p><br></p><p>On the next screen, check the box labelled Enable Support for the SAML 2.0 WebSSO protocol. The service URL will be your authentication server with &#39;/auth/account/saml&#39; added to the end. You can find your authentication server by going to Configuration &gt; Integrations &gt; HaloITSM API (or HaloPSA API or Halo ServiceDesk API depending on your product).</p><p><br></p><p>On the next screen, add a Relying party trust identifier of subdomain.Halo.com, replacing subdomain with your Halo subdomain if you are hosted. If you are not hosted, use your usual instance URL with no http / https.</p><p><br></p><p><em><strong>Note: If you enter subdomain.Halo.com, and receive a request failure error, you may need to enter your subdomain as <a href="https://subdomain.Halo.com">https://subdomain.Halo.com</a>.</strong></em></p><p><br></p><p>On the next screen, you may configure multi-factor authentication but this is beyond the scope of this guide.</p><p><br></p><p>On the next screen, select the Permit all users to access this relying party radio button.</p><p><br></p><p>On the next two screens, the wizard will display an overview of your settings. On the final screen use the Close button to exit and open the Claim Rules editor.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Claim Rules</span></strong></p><p>Once the relying party trust has been created, you can create the claim rules and update the RPT with minor changes that aren&#39;t set by the wizard. By default the claim rule editor opens once you created the trust. If not, you can add the claim rules by selecting &#39;Edit Claim Issuance Policy...&#39; from the side bar when clicking on the Relying Party Trust you created:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlM2IzMjQxLTYxMTEtNGE3NC1iMzU2LTI5MTU2YTYyYTg4MCJ9.WdeXW1sgH-ja70snOXAbyb8JhFOr25veL-2yfHol0jc" class="fr-fic fr-fil fr-dib" width="731" style="width: 733px; height: 497.679px;" height="498"></p><p><span style="font-size: 10pt;"><strong>Fig 3. Edit Claim Issuance Policy option.</strong></span></p><p><br></p><p>To create a new rule, click on Add Rule. Create a Send LDAP Attributes as Claims rule.</p><p><br></p><p>On the next screen, using Active Directory as your attribute store, do the following:</p><p><br></p><ol><li>From the LDAP Attribute column, select E-Mail Addresses.</li><li>From the Outgoing Claim Type, select E-Mail Address.</li></ol><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1ZTBjNDg0LTBjY2QtNGUzZS05MDlkLTFiZTc4ZmY0MWU4ZCJ9.rmEOzAShLT5f_yvo60TsKohOxvcIGf5dYPk1CRl1i-w" class="fr-fic fr-fil fr-dib" width="748" style="width: 750px; height: 508.54px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 4. Editing the rule.</span></strong></p><p><br></p><p>Click on OK to save the new rule.&nbsp;</p><p><br></p><p>Create <strong>another new rule</strong> by clicking Add Rule, this time selecting Transform an Incoming Claim as the template.</p><p><br></p><p>On the next screen:</p><p><br></p><ol><li>Select E-mail Address as the Incoming Claim Type.</li><li>For Outgoing Claim Type, select Name ID.</li><li>For Outgoing Name ID Format, select Email.</li></ol><p>Leave the rule to the default of Pass through all claim values.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1Y2UyNmFkLWVmOTctNGU4OS1hOWM3LTc1YTQ3MWMyYmYxOSJ9.d2xPf4FYeMUxwYKqMN-fr2nMxR0W8JjBK8HJphk0clY" class="fr-fic fr-fil fr-dib" width="742" style="width: 744px; height: 506.259px;" height="506"></p><p><strong><span style="font-size: 10pt;">Fig 5. Editing the second rule.</span></strong></p><p><br></p><p>Finally, click OK to create the claim rule, and then OK again to finish creating rules.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adjusting the Trust Settings</span></strong></p><p>You still need to adjust a few settings on your relying party trust.</p><p><br></p><p>To access these settings, select Properties from the Actions sidebar while you have the RPT selected.</p><p><br></p><ul><li>In the Advanced tab, make sure SHA-256 is specified as the secure hash algorithm.</li><li>In the Endpoints tab, click on add SAML to add a new endpoint.&nbsp;<ul style="list-style-type: disc;"><li>For the Endpoint type, select SAML Logout.&nbsp;</li><li>For the Binding, choose POST.&nbsp;</li><li>For the Trusted URL, create a URL using:<br>&nbsp; &nbsp; 1. The web address of your ADFS server<br>&nbsp; &nbsp; 2. The ADFS SAML endpoint you noted earlier<br>&nbsp; &nbsp; 3. The string &#39;?wa=wsignout1.0&#39;<br>&nbsp; The URL should look something like this: https://sso.yourdomain.tld/adfs/ls/?wa=wsignout1.0.</li></ul></li></ul><p>Confirm your changes by clicking OK on the endpoint and the RPT properties. You should now have a working RPT for Halo.</p><p><br></p><p><em><strong>Note: Your instance of ADFS may have security settings in place that require all Federation Services Properties to be filled out and published in the metadata. Check with your team to see if this applies in your instance. &nbsp;If it is, be sure to check the Publish organization information in federation metadata box.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Halo</span></strong></p><p>Navigate to Configuration &gt; Integrations &gt; AD FS (SAML 2.0) within Halo.</p><p><br></p><p>Fill in your Login URL with the URL your users use to login to your AD FS server. Usually this follows the format: &lsquo;https://sso.company.com/adfs/ls&rsquo;.</p><p>The logout URL usually follows the format: &lsquo;https://sso.company.com/adfs/ls/?wa=wsignout1.0&rsquo; .</p><p><br></p><p>You can run the below PowerShell script to return the Token-Signing certificate in the required format to be added into Halo:</p><p><br></p><div style="background: linear-gradient(135deg, #e6f2ff, #cce6ff); color: #333; font-family: Consolas, 'Courier New', monospace; padding: 20px; border-radius: 8px; box-shadow: 0 4px 8px rgba(0, 0, 0, 0.1); white-space: pre-wrap; overflow-x: auto; line-height: 1.5; font-size: 14px;">-----BEGIN CERTIFICATE-----<br>$formattedBase64<br>-----END CERTIFICATE-----</div><p><br></p><p>It is best to leave the automatic redirect tick box unticked until logins and logouts have been tested.</p><p><br></p><p>You should now have a working <strong>ADFS SSO</strong> implementation for Halo.</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; } </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:&nbsp;</strong></p><p><strong>- Agent Settings for Application colour and theme&nbsp;</strong></p><p><strong>- Global Settings for Application colour and theme</strong></p><p><br></p><p><span class="fr-video fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="640" height="360" src="https://www.youtube.com/embed/Ko8tgqOdvpU?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><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>&nbsp;</span></p><p><br></p><p><br></p><p>You can customise the colour, logo and page size for your Halo. This can be done globally throughout the system, or you can allow each agent to also change their colour. This gives you a Halo look all of your own!</p><p><u><br></u></p><p><strong><span style="font-size: 14pt;">Agent Settings for Application colour and theme&nbsp;</span></strong></p><p>Click on your profile picture in the top right (or initials icon if a picture has not yet been set) and click &quot;My Account&quot; to bring up your agent settings.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxMGNlYzI3LWRmODgtNDE4Yy1hYjY1LTA2ZmQxMjdmOTYwMSJ9.FcxBFOoriyIzYw_qjHvMY4FCvGPRbESDAsZz1YkYXFU" class="fr-fic fr-fil fr-dib" width="1067" style="width: 1069px; height: 412.321px;" height="412"></p><p><br></p><p data-pasted="true">Navigate to the Preferences tab, and expand the section &quot;Appearance settings&quot;. Now click &quot;Edit&quot; in the top left to change any preferences.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5N2ViMmY2LWI2NGUtNDkwNi05OTEzLWZmMjMzMmU1Y2VhMSJ9.Ry7VIMaIDrd3S0miaRyoCxqx7WBaXhAZhFNP76g96vw" class="fr-fic fr-fil fr-dib" width="608" style="width: 610px; height: 670.032px;" height="670"></p><p><br></p><p><strong>Application Theme&nbsp;</strong></p><p>This can be used to set a light or dark theme, this can be for aesthetic or for visual reasons, as well as high contrast mode.</p><p><br></p><p><strong>Application Colour&nbsp;</strong></p><p>This is the colour of your Halo Web App.</p><p><br></p><p><strong>Profile Colour&nbsp;</strong></p><p>This is the colour that backs your initials when you have no profile picture set.</p><p><br></p><p>You can change your profile picture by clicking on the initials/picture at the top of this window.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlYjMwMTc1LWQxMGUtNGE2MS05ZjU3LTFiNmQ5ZThlODRlYSJ9.orOTp4iGuTvDZO5ciJvQnzSbNBslVh7yj5wLdDHLfTg" class="fr-fic fr-fil fr-dib" width="685" height="457"></p><p><br></p><p><strong><span style="font-size: 14pt;">Global Settings</span></strong></p><p>Head to Configuration &gt; Advanced Settings and scroll to the appearance tab to be presented with the following settings. These are the global colour and page size settings.</p><p><br></p><p>Input any hex colour you wish here to modify your Halo instance&#39;s colour. Below this you can also change the colour and display of the Navigation Menu.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZGI3MzBjLWZmYWEtNDk3ZC04ZjU3LTU1ZjBmOGI4NWZkYyJ9.pKyZmt5V_blw3EKZ5VFt8Ib5a6GB5qhclnexE-RykjU" class="fr-fic fr-fil fr-dib" width="1069" style="width: 1071px; height: 520.946px;" height="521"></strong><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>- Finding the Release Notes Area</strong></p><p><strong>- Mobile Specific Releases</strong></p><p><strong>- Searching for Release Notes</strong></p><p><strong>- Version Explanations</strong></p><p id="isPasted"><strong>- Release Cycle</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Finding the Release Notes Area</span></strong></p><p>In the top right hand corner, find the question mark icon.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwZDRhMzY5LWFjMjUtNGRhOS05ODEwLTg4OTQ3ZWU3MzJiYSJ9.yiaMt7fqBT7MAg4HDw-cfCiOJJZZEKbY1DOkjze_mJE" class="fr-fic fr-fil fr-dib" width="246" height="45"></p><p><strong><span style="font-size: 10pt;">Fig 1. Help area</span></strong></p><p><br></p><p>Click the Show Release Details link shown in <strong>Fig 2</strong>.</p><p><br></p><p><em><strong>Note: If you want to find out what version you are currently on, click &quot;About&quot;. This opens a pop-up window showing you the web-app version you are currently on, the database version and support details.<br></strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5Y2RhODM3LWNjOWYtNDk1Mi1hMmQxLTdmODA0NmIzMjIzMiJ9.FkEdTMk1foRWQ8MFgBcxNt78QXk6ZHvR9Zv9hilrrWc" class="fr-fic fr-fil fr-dib" width="321" height="433"></p><p><strong><span style="font-size: 10pt;">Fig 2. Show Release Details</span></strong></p><p><br></p><p>You will then see the below screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1NDk4NWQ1LWIxZmUtNDM3ZS1hNjNiLTllODMwNmM5ODJiNyJ9.FOQ4Avk0K_OcT42SXTLYpo8Pbv-o0eB68p336vAFvQQ" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 474.755px;" height="475"></p><p><strong>Fig 3. Release Notes Area</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mobile Specific Releases</span></strong></p><p>To view a list of releases specific to the Halo mobile app, click the &quot;Halo Versions&quot; button in the top left. This will allow a dropdown to show &quot;Halo Versions&quot; (web app), or &quot;Halo Mobile Versions&quot; (mobile app) releases.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZTg0M2VjLWNmZWEtNGEwMS1hMDVlLTExOTYwNzMwMzUxYyJ9.rl9c8MCVGUFNSLOg4xIjJT13jH9aa9wJYahSTSS1nsk" class="fr-fic fr-fil fr-dib" width="292" height="297"></p><p><strong><span style="font-size: 10pt;">Fig 4. Viewing web or mobile releases.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Searching for Release Notes</span></strong></p><p id="isPasted">In the top left, there is a search bar to search through release notes, and underneath is a list of release versions that you can click into. Here, I have searched &quot;Azure&quot; so I can see each release note with the exact string &quot;Azure&quot; contained within it. This does not take into account the extra information that is sometimes stored within the release notes dropdown:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNGY0M2M5LWVhOGUtNDU0Ny05ZTMxLTQ0MmEyMWE3MDBjYyJ9.tmTJbgG_Uf-I-vWI4VJi-Irt5MsX3Zr6oaTY54DxJOU" class="fr-fic fr-fil fr-dib" width="1248" height="142"></p><p><strong>Fig 5. The information stored within the release note dropdown (Click here for more information)</strong></p><p><br></p><p>Any notes that do not have a version mentioned on the right of the blue box (see <strong>Fig 5</strong>) means this is something that has not been released yet.</p><p><br></p><p><em><strong>Note: Searching for a single word will make it easier to find what you are looking for as it searches the entire string.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlZmM0NTU0LWNmYjgtNDkwNi05MDUzLWRkMzMzN2JhNDU2MSJ9.ZxdQXpSVq_lgnGfXPW805UUyfyUda_TjArm747_zv9w" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 474.069px;" height="474"></p><p><strong>Fig 6. Searching release notes</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Version Explanations</span></strong></p><p>In the versions listed on the left hand side of <strong>Fig 6</strong>, they are sorted with the most recent at the top, in descending order.</p><p><br></p><p>Looking at the version labelled &quot;Current&quot; (what version my Halo is running at the moment) The first number (here as &quot;2&quot;) refers to the version of the Halo application. This is not guaranteed to update, as it is in relation to an entire update across the board of the software.</p><p><br></p><p>The second number (i.e. &quot;174&quot;) represents the current release of the version. This is representative of the new software releases by Halo, which occur every two weeks.</p><p><br></p><p>Where there is another number after this, like in <strong>Fig 5</strong> and on the right side of the release notes, this refers to the patch of that release for minor fixes that have been encountered during the current two week release period.</p><p><br></p><p><strong>Summary</strong></p><ul><li><strong>&quot;2.&quot;&nbsp;</strong>The application version/major version number. This details major overhauls to the UI or backend and landmarks in development.</li><li><strong>&quot;174.&quot;&nbsp;</strong>The release/database version. This will update to ensure relevant fields included in the database or changes made to the database are effectively brought forward.</li><li><strong>&quot;1&quot;&nbsp;</strong>The patch/minor Version. This increases when changes are made to functionality or noted bugs are found and fixed.</li></ul><p><br></p><p>Email notifications can be sent for scheduled hosted upgrades to an application version or a release version. This provides the date and time the upgrade is scheduled for, and this will be sent closer to the time as the duration of each release can vary depending on the complexity and content of it. Patches (e.g. 2.196.56 to 2.196.75) are not announced individually, and are applied automatically as needed. This is because they typically contain bug fixes or backend improvements rather than new features.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Release Cycle</span></strong></p><p>A release comes in one of 3 forms, these are:</p><p><br></p><ul><li>Stable Release - This is a tested stable version of Halo and our recommended version of the software at any given time.</li><li>Release Candidate - A partially tested release due to be the next stable release.</li><li>Beta - An early version which has not undergone full testing, often including customer specific changes.</li></ul><p><br></p><p>If you wish to upgrade to another version, please contact our support desk.</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 Mail Campaigns</strong></p><p><strong>- Connecting to Mailchimp</strong></p><p><strong>- Importing Data</strong></p><p><strong>- Creating a Campaign</strong></p><p><br></p><p><br></p><p>This integration will allow you to import the following data from Mailchimp:</p><p><br></p><ul><li>Audiences as Distribution Lists</li><li>Audience Members as Users, and add the Users to the relevant Distribution List(s)</li><li>Segments as Distribution Lists</li><li>Segment Members as Users, and add the Users to the relevant Distribution List(s)</li><li>Mail Campaigns, including open rates, click rates, unsubscribe rate and other statistics</li></ul><p><br></p><p><strong><em>Note: Users can only be mapped to one Distribution List when imported.</em></strong></p><p><br></p><p>You can also start the creation of a Mailchimp Mail Campaign from Halo, finishing off details in Mailchimp before sending.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Mail Campaigns</span></strong></p><p>To get started with this integration, you should enable the new Mail Campaign module by clicking the plus icon on the Module in the configuration area, along with checking the Distribution Lists module is also enabled:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5MDJhYWU4LTA5ZWYtNDk0Ny04MGMzLTM3NjVjNjlkYTY0MyJ9.pnDdZkSsZPah66Ndcn2Y2bRrxubiB8lFqEM1VqZ1mGU" class="fr-fic fr-fil fr-dib" width="227" height="89"></p><p><strong><span style="font-size: 10pt;">Fig 1. Mail Campaign module.</span></strong></p><p><br></p><p>Once enabled, ensure your Role/Agent has the required permissions for Mail Campaigns and Distribution Lists, under &quot;Feature Access&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljMWFmOGMzLTkzZDAtNDk1Zi1iYjMxLWMxZjdjMzJkZTI4OCJ9.8cKYV7Tw1ioThpOgD4-xO_d-bbqqPQbpW708hOXrlWQ" class="fr-fic fr-fil fr-dib" width="281" height="222"></p><p><strong><span style="font-size: 10pt;">Fig 2. Permissions.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Mailchimp</span></strong></p><p>Next, navigate to Configurations &gt; Integrations &gt; Mailchimp.</p><p><br></p><p>Click the &quot;Login with Mailchimp&quot; button and follow through the Authentication popup. Once Authorised, you should see Authorised &quot;Yes&quot; at the top of the page.</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Data</span></strong></p><p>Now you can begin to import data.</p><p><br></p><p>It is recommended to import data in the following order, so Users can be matched to the correct Distribution Lists, among other reasons.</p><p>Audiences &gt; Audience Members &gt; Segments &gt; Segment Members &gt; Mail Campaigns.</p><p><br></p><p>After a Campaign has been imported, some statistical data will automatically update within the Halo interface.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3Njg0YjQyLTJhYjktNGY3Zi1hMDMzLWIxYTYxMWM4NTdiYyJ9.nqUa3zP9nJq6lqyOtzA-gxAq76cUWU8x90qcaOoM_88" class="fr-fic fr-fil fr-dib" width="743" height="707"></p><p><strong><span style="font-size: 10pt;">Fig 3. Mailchimp report.</span></strong></p><p><br></p><p>Other data such as seeing the specific Users which have opened a Campaign, will need to be imported. This is done with the &quot;Mail Campaign&quot; import you will have done previously. It is recommended to run the Halo Integrator application to keep the History of the Mail Campaign up to date. The history of a Campaign shows when a User was sent the Campaign, if they have opened it and if they have unsubscribed. This data can be reported on in the MailCampaignLog table.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Campaign</span></strong></p><p>A Mailchimp Mail Campaign can be created from within Halo by clicking &quot;New&quot; on the Mail Campaign List in Halo, giving a name and selecting Create in Mailchimp, and finally selecting the Audience.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmNzZhMGNkLWUwYjktNDQ1ZC04N2I0LTZhY2MxOGQ4YjRiZCJ9.6PqbsongRHmPxs-ExB057lXAwAbeGEouaia0JHSbuGI" class="fr-fic fr-fil fr-dib" width="813" style="width: 813px; height: 455.974px;" height="455.974"></p><p><strong><span style="font-size: 10pt;">Fig 4. Creating a mail campaign.&nbsp;</span></strong></p><p><br></p><p>After clicking Save, you will be taken to Mailchimp to continue configuration of the Campaign, before being able to send.</p><p><br></p><p>Additionally, a setting in the Mail Campaigns module can be enabled to show a Users Mail Campaign activity within their Activity feed, otherwise, the Users activity relating to Mailchimp Campaigns can be found on the &quot;Mailchimp Campaigns&quot; tab of their User record.</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- The basics of each part of HaloCRM along with the appropriate terminologies</strong></p><p><br></p><p><br></p><p data-pasted="true">This guide will go through the basic definitions of terms that are used within HaloCRM, and a taste of the commonly used features within them (many more features are available!). To learn about these areas in more detail, guides have been linked throughout. If you would like clarification on how something works, please contact our support team at <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="mailto:support@halocrm.io">support@halocrm.io</a> who can assist you.</p><p><br></p><p data-pasted="true"><strong><em>Note: These features are interconnected with each other, so having a basic understanding of each will help you when configuring your setup.&nbsp;</em></strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Contacts and Prospects</span></strong></p><p data-pasted="true">HaloCRM uses difference terminology for a &#39;contact&#39; based on your relationship with that person. That is, whether you&#39;re nurturing a relationship or maintaining one.</p><p><br></p><p><strong>Prospect -&nbsp;</strong>An individual associated with a client that you have had communications with but have not yet conducted any business with. You have a new relationship with them that needs to be nurtured.&nbsp;</p><p><strong>Contact -</strong> An individual associated with a client that you have conducted business with previously. You have an existing relationship with them that needs to be maintained to secure future deals, e.g. upsells and renewals.</p><p><br></p><p><strong><em>Note: Other Halo environments refer to &#39;Contacts&#39; as &#39;Users&#39; so you may this this terminology used across our guides. Prospects are always referred to as prospects.&nbsp;</em></strong></p><p><br></p><p>A contact and prospect record holds details about a person such as their name, email address, phone number, and job title, as well as the client they are linked to.</p><p><br></p><p>In Halo, contacts and prospects are stored within the &quot;Clients&quot; module.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4YzEzOTUzLTliMzctNDI4MC05NTdjLWVmYzlhZjZkZDkyOCJ9.g65vbQmtzhwTEHwHWgXz2AbJgZMig18o-oAJI-u_Kgg" class="fr-fic fr-fil fr-dib" width="2035" style="width: 2037px; height: 705.023px;" height="705"></p><p><strong><span style="font-size: 10pt;">Fig 1. Contacts and Prospects</span></strong></p><p><br></p><p>Selecting a contact or prospect here will show you more information about that person, such as their contact details and all current opportunities with them.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjN2U3Mzc4LTFhY2EtNGFjMy1hYWM3LWQzMzAxNzYwOWZjMCJ9.ZTseUYc1-yeX8Vmy8phj_G1XRt08fXnd6_VQcEFzPHw" class="fr-fic fr-fil fr-dib" width="1492" style="width: 1494px; height: 884.531px;" height="885"></p><p><strong><span style="font-size: 10pt;">Fig 2. Contact Details</span></strong></p><p><br></p><p>Each contact/prospect will be assigned to a &quot;Default Site&quot;, this denotes the client that they are associated with.</p><p><br></p><p>For more information on creating Contacts and Prospects, see our guide <a href="https://www.usehalo.com/guides/2678" target="_blank" rel="noopener noreferrer">here</a>. For more information on configuring Contacts and Prospects, see our guide <a href="https://www.usehalo.com/guides/1905" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Clients and Prospective Clients</span></strong></p><p data-pasted="true">HaloCRM uses different terminology for a &#39;client&#39; based on your relationship with them. That is, whether you&#39;re nurturing a relationship or maintaining one.</p><p><br></p><p><strong>Prospective Client -&nbsp;</strong>An organisation you have had communications with but have not yet conducted any business with. You have a new relationship with them that needs to be nurtured.&nbsp;</p><p data-pasted="true"><strong>Client -&nbsp;</strong>An organisation you have conducted business with previously, they are now a paying customer. You have an existing relationship with them that needs to be maintained to secure future deals, e.g. upsells and renewals.</p><p><br></p><p><strong><em>Note: Other Halo environments use the terminology &#39;Accounts&#39; to refer to Prospective Clients, therefore you may see this terminology used across our guides. Other terminology is also used for Clients, including &#39;Customers&#39; and &#39;Organisations&#39;.&nbsp;</em></strong></p><p><br></p><p>Halo CRM offers functionality to support both clients and prospective clients. For example, customer service functionality is available to help support clients with existing/ongoing orders.&nbsp;</p><p><br></p><p>In Halo, Clients and Prospective Clients are stored within the &quot;Clients&quot; module.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlOTg5MzJjLTc0YzYtNDU1ZS1hYjFmLTk3MTQ4M2I4MjUzZiJ9.izL8cn78f0EA_acjI694fBmZeHUQFUiEONXtRD31hfM" class="fr-fic fr-fil fr-dib" width="2026" style="width: 2028px; height: 586.343px;" height="586"></p><p><strong><span style="font-size: 10pt;">Fig 3. Clients and Prospective Clients&nbsp;</span></strong></p><p><br></p><p data-pasted="true">Selecting a Client or prospective Client here will show you more information about that client, such as their organisation details, their contacts, and open opportunities with them.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4YzYwMmFkLWFkMzItNGNhZS04NzRiLThmNzE0MDM0NjgwZiJ9.3j3EHgoLKK-mJe5Bxiy0NcKDiMQ8KXEpzw4AANtvD-g" class="fr-fic fr-fil fr-dib" width="1244" style="width: 1246px; height: 776.539px;" height="777"></p><p><strong><span style="font-size: 10pt;">Fig 4. Client Details</span></strong></p><p><br></p><p><span style="font-size: 11pt;">For information on creating and configuring clients see our guide&nbsp;<a href="https://www.usehalo.com/guides/878" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">here</a>.&nbsp;<br></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Sites</span></strong></p><p>Client and Prospective Clients will also have site records under them.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMDg3M2Q3LTU1YzAtNDM5Ni1hM2Q4LTk3NTI2YmMwZmJlMCJ9.8wIXWbfg_WHQq_ArJl5Bcu6D2qegz6L-l6c_bmlyOeY" class="fr-fic fr-fil fr-dib" width="2024" style="width: 2026px; height: 524.406px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 5. Sites under a client</span></strong></p><p><br></p><p>Sites are locations under a (client) organisation. Each contact must belong to a site to denote where they are within the client&#39;s organisation. Opportunities and quotes can then be raised for the specific sites within a client.&nbsp;</p><p><br></p><p>Selecting a Site will show details about and current activity for that site. Such as the delivery/invoice address of the site, current tasks/sales for the site.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2MWU4ODJkLTUxYmUtNDI3Mi05MDBiLTRiNTkzMDA5YWQwNCJ9.R4sO4hPno-tt1q_9MYXPsKmJ2p5R5RAomAotpGgv_Ao" class="fr-fic fr-fil fr-dib" width="1852" style="width: 1854px; height: 655.325px;" height="655"></p><p><strong><span style="font-size: 10pt;">Fig 6. Site Details</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 11pt;">For information on creating and configuring sites see our guide&nbsp;<a href="https://www.usehalo.com/guides/878" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">here</a>.&nbsp;<br></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Agents</span></strong></p><p>Agents are the people in your own company who work within HaloCRM, your sales reps, sales managers, and anyone else who needs to interact with the platform.&nbsp;</p><p><br></p><p>You can view your Agents under Configuration &gt; Teams &amp; Agents &gt; Agents, where you&#39;ll see a list of Agents and some basic information about them.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyM2JiMmM1LWM4NTYtNGRhOS05YTBiLWY0MDVhMTI2MjU2OSJ9.6oJTuhQtC-jXSKHv1FSKlt1z5iBsh0jrL6CZZoppVds" class="fr-fic fr-fil fr-dib" width="2029" style="width: 2031px; height: 587.326px;" height="587"></p><p><strong><span style="font-size: 10pt;">Fig 7. Agents</span></strong></p><p><br></p><p>Agents use licenses in Halo, each Agent requires a license to log in. Either a named license for a specific Agent, or a concurrent license that can be shared (any one Agent can use a concurrent license at a time).</p><p><br></p><p data-pasted="true">Selecting an Agent here will show you more information about that Agent, such as their personal details, their preferences, and permissions.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzNjkwMjZmLTkwMTctNDNiMC04MWU0LTczNzQ3ZWUwYmU3OSJ9.5a8BQyv3W3fDv1Ce633qmucE32XMaAqqkqGEhOM8AW0" class="fr-fic fr-fil fr-dib" width="999" style="width: 1001px; height: 712.866px;" height="713"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent Details</span></strong></p><p><br></p><p>Each Agent is assigned Roles and Teams, which can be used to restrict access to certain areas in Halo and organise their workload.</p><p><br></p><p>For information on creating and configuring Agents see our guide <a href="https://www.usehalo.com/guides/1899" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Organisation(s)</span></strong></p><p>In HaloCRM, an Organisation represents your company, and the departments, teams and agents that sit under it. The Organisation record stores company-level details (name, address, industry, website, etc.). Halo supports the use of multiple organisations, so each of your organisation details and branding can be stored separately in the same Halo instance.&nbsp;</p><p><br></p><p>Your organisation can be setup under Configuration &gt; Organisation &gt; Configure my Organisation. Details here will be pre-populated with information you provided when starting your Halo trial.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiY2VjZjE1LTY2MDYtNDQ1My04MGQ0LWM2NDRkZTUxNDI0YyJ9.t7wZZ_RYMMHONMZAeMb8jnaBA9sHc-MsLqMZja8l7js" class="fr-fic fr-fil fr-dib" width="1139" style="width: 1141px; height: 638.075px;" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 9. Organisation Details</span></strong></p><p><br></p><p><span style="font-size: 11pt;">For information on configuring your Organisation see our guide&nbsp;<a href="https://www.usehalo.com/guides/1899" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">here</a>.&nbsp;<br></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Opportunities</span></strong></p><p>An Opportunity is a record used to track and progress a potential sale. Each Opportunity represents a specific deal you&#39;re trying to win, and is linked to a client and contact/prospect.&nbsp;</p><p><br></p><p>In Halo, Opportunities are found under the &quot;Opportunities&quot; module (however, additional custom areas can be created to fit your opportunity management structure).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MTJiZjVlLWE4OWYtNGM2YS04NjQ2LWE0MjdiY2RjMWQzNCJ9.z1s9Pyl1FqZ-p34GbYcNJvuHvHwJixEUta7MVwTJG2U" class="fr-fic fr-fil fr-dib" width="1614" style="width: 1616px; height: 751.232px;" height="751"></p><p><strong><span style="font-size: 10pt;">Fig 10. Opportunities area</span></strong></p><p><br></p><p>Here, you can see out of the box, opportunities are organised based on their progression stage, with key details available such as the client, value and conversion probability.&nbsp;</p><p><br></p><p>Agents can select an opportunity to work on/view here.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmYjhiYzQxLWZhYjktNGNiNC1hNDg4LTEyOGJiNDlmOTAxZCJ9.rg38s0dopGba7uliWtGzRqWgvtOC0iPa6xvqK8038n8" class="fr-fic fr-fil fr-dib" width="2005" style="width: 2007px; height: 998.394px;" height="998"></p><p><strong><span style="font-size: 10pt;">Fig 11. Opportunity&nbsp;</span></strong></p><p><br></p><p>When viewing agents will see all the information about the opportunity. They can also work on the opportunity using actions.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlYjgzZGZhLWNiZTgtNDNhNC05MzZiLTJkNTIzYmRkNDFkYiJ9.YVR76e-Q-O58-0HWeGQLRTYQCxMXCQjutRJjtksiwKI" class="fr-fic fr-fil fr-dib" width="1552" style="width: 1554px; height: 635.021px;" height="635"></p><p><strong><span style="font-size: 10pt;">Fig 12. Opportunity Actions</span></strong></p><p><br></p><p>Actions are carried out by agents (or automatically by the system) to log activity on an opportunity. Used for communications with the contact, adding notes, scheduling appointments and raising quotes, for example.&nbsp;</p><p><br></p><p><strong><em>Note: When an Opportunity is marked as Won, this is often the trigger point that converts the associated Organisation from a Prospect into a Client, and may also trigger quoting, order, or handover processes depending on how your instance is configured.</em></strong></p><p><br></p><p>Tasks can also be raised from opportunities, used to track and organise work that needs to be done to progress the opportunity, such as building proof of concepts or preparing a demo.&nbsp;</p><p><br></p><p>For an overview on configuring opportunities see our guide <a href="https://www.usehalo.com/guides/2019" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Tasks</span></strong></p><p>A Task is a scheduled, actionable to-do item, distinct from an Action. Tasks are how Agents (and their managers) keep track of what needs to be done to help progress an opportunity.&nbsp;</p><p><br></p><p><strong><em>Note: Tasks are considered a type of &#39;Ticket&#39; in Halo. Tickets have various configuration options available.&nbsp;</em></strong></p><p><br></p><p>If a task is created from a opportunity, &nbsp;a link to the task will be available from within the opportunity, under the &quot;Child Records&quot; tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkMmYwZDFhLTA3MjctNDU0Zi1iMGFkLWVlZjEzNGI0MTU4NSJ9.pElevu3DlyCu2sOqFvqITkYoV8dyd8mi7XytwCf1Dt0" class="fr-fic fr-fil fr-dib" width="1246" style="width: 1248px; height: 522.274px;" height="522"></p><p><strong><span style="font-size: 10pt;">Fig 13. Tasks within an Opportunity</span></strong></p><p><br></p><p>However, tasks can also be created without being associated to an opportunity, so they are directly associated with the client.&nbsp;</p><p><br></p><p>Tasks can be viewed within the &quot;Tasks&quot; module. This allows an agent to see all their outstanding tasks at a glance.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0MGI1YzlkLTg2NjctNDUyYy05MGY1LWEzNjcyMDRmYjhhOCJ9.GM5y995prRLTH5XUPnvtT1T3R9arOtgKUr7b2cke4AY" class="fr-fic fr-fil fr-dib" width="1545" style="width: 1547px; height: 685.1px;" height="685"></p><p><strong><span style="font-size: 10pt;">Fig 14. Tasks module</span></strong></p><p><br></p><p>This also makes it easy for a sales manager to see what&#39;s outstanding across the team, and for agents to manage their own daily workload.&nbsp;</p><p><br></p><p>Selecting a Task here will show you all the information about the task, including what needs to be done, who it is assigned to and the deadline.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3ZWZkYTljLTMzNGUtNGE5ZC05MmU4LWU5ZWIzNDBmZjA1MCJ9.AGtzH_ArZHSoLGGIycakIr9PUlnw_I0qTNLTjQ-GkfM" class="fr-fic fr-fil fr-dib" width="1930" style="width: 1932px; height: 760.218px;" height="760"></p><p><strong><span style="font-size: 10pt;">Fig 15. Task</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Quoting</span></strong></p><p>Quotes can be raised and sent directly from opportunities (using an action) or from the &quot;Quotes and Orders&quot; module.&nbsp;</p><p><br></p><p>Halo&#39;s quote builder makes it easy to build your quotations, with options to add lines based on your existing products, and creating custom ad-hoc lines.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5ODQzMTVmLTNlYTMtNDQ3Ni05NGZjLWJmYzk2MGY0MGViNyJ9.Hu6IDtDoTzxCq1pxUx0scEkGb0nLjrLccG88K0dQElI" class="fr-fic fr-fil fr-dib" width="1710" style="width: 1712px; height: 966.666px;" height="967"></p><p><strong><span style="font-size: 10pt;">Fig 16. Quote Builder</span></strong></p><p><br></p><p>The &quot;Quotes and Orders&quot; module contains all current and historic quotations, organised based on their status.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzMmQ4YTA0LWJhOWUtNDcxNy1iZThkLTc2OTI1MjM4NTdkNCJ9.w9kTDOmjaTByR0ImRgaCf6QNimPTrNBltkIBzYNTq6E" class="fr-fic fr-fil fr-dib" width="2073" style="width: 2075px; height: 559.651px;" height="560"></p><p><strong><span style="font-size: 10pt;">Fig 17. Quotes and Orders module</span></strong></p><p><br></p><p>Here, agents can easily see which quotes are awaiting approval or require action (processing).&nbsp;</p><p><br></p><p>By default, all quotes an agent has access to will show here, regardless of the assigned agent, but the view can be filtered using the option shown in figure x to show only quotations assigned to them.&nbsp;<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMmYwY2VlLWRhZTEtNGJiYi1hNjA2LTc1NjI1NTg0Y2EwOSJ9.tLoRD_3tr5sMoBVR7Khvc-ECEAFCZFUuZGjMJWI9hMY" class="fr-fic fr-fil fr-dib" width="1735" style="width: 1737px; height: 328.514px;" height="329"></p><p><strong><span style="font-size: 10pt;">Fig 18. Show only quotes assigned to me</span></strong></p><p><br></p><p><span style="font-size: 11pt;">For more information on creating, building and sending quotations see our guide <a href="https://www.usehalo.com/guides/1986" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">here</a>.&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>- Creating a Stripe Webhook</strong></p><p><br></p><p><br></p><p>The Stripe integration within Halo can update Invoice Payments records for the following events:</p><p><br></p><ul><li>Payment Success</li><li>Payment Failure</li><li>Payment Processing</li><li>Payment Cancelled</li><li>Payment Requires Action</li></ul><p><br></p><p>By default, everyone should have webhook subscriptions for both payment success and payment failure, however &#39;Processing&#39;, &#39;Cancelled&#39; and &#39;Requires Action&#39; may need to be added in Stripe manually for those who enabled the Stripe integration prior to version 2.120.33 (Stable) or 2.127.1 (Beta).</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Stripe Webhook</span></strong></p><p>Enabling extra webhooks in Stripe is achieved via heading to Developers &gt; Webhooks.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzNWI4ZWMwLWM5ODItNDJmYi1iM2Y1LTVlNTk2MDkxYTZmNyJ9.W71VLXnwdYy6ze4Ig8GQvosD6CtYyGCbXZhwbueW9jM" class="fr-fic fr-fil fr-dib" width="638" style="width: 638px; height: 121.845px;" height="121.845"></p><p><strong><span style="font-size: 10pt;">Fig 1. Webhooks area in Stripe.</span></strong></p><p><br></p><p>Clicking into your Halo webhook URL.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3MmFkODNhLTNjNmMtNDVkYy1hYWNkLTA2NjgzNDZjMThiOSJ9.dK6N0bGCDeGmu7d2PvbL8Cnc2xn_v8Ghgyv0YwCmsLE" class="fr-fic fr-fil fr-dib" width="478" style="width: 478px; height: 132.304px;" height="132.304"></p><p><strong><span style="font-size: 10pt;">Fig 2. Webhook URL.</span></strong></p><p><br></p><p>Clicking &#39;Update Details&#39; in the top right hand side.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmZTY5ZWRjLTE3MWMtNDQyYy05Yzk5LTNmZTQ5ZjBkYjkxNCJ9.Ze4bij1eJUsqjKemm0KR8haFdrwboPUgKAP_7Bk074M" class="fr-fic fr-fil fr-dib" width="188" style="width: 188px; height: 208.452px;" height="208.452"></p><p><strong><span style="font-size: 10pt;">Fig 3. Navigating to details.</span></strong></p><p><br></p><p>And add &#39;Events to Send.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3NjRjZmE2LWUxNTQtNDdhNi04OTg3LTgzYTY5M2U1NmQ1ZiJ9.axf_2SQD44ZeAIjQBfH5YvT5YL0oXHjJHtSsPDdpU7A" class="fr-fic fr-fil fr-dib" width="412" style="width: 412px; height: 166.012px;" height="166.012"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding events.</span></strong></p><p><br></p><p>The events that are to be added include:</p><p><br></p><ul><li>payment_intent.canceled</li><li>payment_intent.processing</li><li>payment_intent.requires_action</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><p><strong>In this guide we will cover:</strong></p><p><strong>- What is Azure consumption billing?</strong></p><p><strong>- Configuring Azure Consumption Billing</strong></p><p><strong>- Setting up invoices to use Azure consumption data</strong></p><p><strong>- Setting up Invoices to use Azure Reserved Instances Data</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1189/" target="_blank" rel="noopener noreferrer"><strong>The CSP Integration</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1978/" target="_blank" rel="noopener noreferrer"><strong>Products</strong></a></li></ul><p><strong><br></strong></p><p><strong>Pre-requisites:&nbsp;</strong></p><ul><li><em>You must be on v2.176 or above of Halo</em></li><li style="font-style: italic;"><em>A Tier 1/Direct Microsoft Partner</em></li><li><em>Microsoft CSP integration already successfully setup&nbsp;</em></li></ul><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">What is Azure consumption billing?</span></strong></p><p>Azure consumption billing in Halo allows you to sync cost and consumption data for Azure services from Microsoft CSP into Halo so you can create invoices for customer&#39;s Azure usage within Halo. Line quantities will be automatically calculated using this consumption data. This allows you to have invoice line quantity and prices calculated automatically in Halo, based on customers actual usage of Azure services.&nbsp;</p><p><br></p><p>Azure reserved instances billing in Halo allows you to sync Azure reserved instance cost data from Microsoft CSP into Halo so you can create invoices for these reserved instances in Halo. Line prices will automatically be calculated based on data from CSP.&nbsp;</p><p><br></p><p>This functionality is used in conjunction with the Microsoft CSP integration, we have a separate guide on how to set this integration up <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1189" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. This should be completed before configuring Azure Consumption Billing.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Azure Consumption Billing</span></strong></p><p><em>Additional Application Level Permission required:</em></p><ul><li style="font-style: italic;"><em>&nbsp;PartnerBilling.Read.All&nbsp;</em></li></ul><p>This permission needs to be added to the Azure app registration your are using to authorise your Microsoft CSP integration. It will need to be added to the Graph API permissions (Application) as it is an application permission.&nbsp;</p><p><br></p><p>Once the permission is added to the app registration you will need to re-generate a new secret for the application and paste this into the &#39;Azure Application Secret&#39; field under your Microsoft CSP tenant in Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkY2YwODI1LTU1YTMtNDJhNC1iZDI2LTkxZGU4ZmZhMGRhMiJ9.Md63H0KiUDVilauwU0oJKnc0WZZFr8o2ls-aYX-mPBY" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 711.386px;" height="711"></p><p><strong><span style="font-size: 10pt;">Fig 1. Azure application secret field</span></strong></p><p><br></p><p>Now you will need to enable Azure consumption billing for all your CSP tenants. Head to configuration &gt; integrations &gt; Microsoft CSP &gt;Azure consumption billing tab, enable &#39;Enable Azure Consumption Billing&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNWM1MDZiLWMzYjctNDRiNy1iMTM4LWExMThlYTg2ZmRmNyJ9.ogbHixEBxxj0h9hFtWef59TEfbzApUqwaAlij2ttZ2k" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 328.041px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable Azure consumption Billing</span></strong></p><p><br></p><p>Once enabled you will see some additional options available to set mark-ups.&nbsp;</p><p><br></p><p><strong>Azure Consumption Billing Mark-up (%</strong>) - The value entered here will be the default mark-up<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">&nbsp;</span>that is applied to the invoice for Azure consumption (this can be overridden per line).</p><p><span style="color: rgb(0, 0, 0);"><strong>Azure Consumption Billing Additional Cost (After mark-up is applied)&nbsp;</strong>- Here you can set a fixed value that will be added onto the Azure consumption invoice. This value will be added on top of the mark-up after the mark-up is applied (this value will not be included in mark-up calculation). This can also be set per customer by setting the additional cost on the invoice line.&nbsp;</span></p><p><br></p><p><strong>Azure Reserved Instances Markup (%)&nbsp;</strong>- The value entered here will be the default mark-up that is applied to the invoice for Azure reserved instances. (This can be overridden per customer).</p><p id="isPasted"><strong>Azure Reserved Instances Additional Cost (After mark-up is applied)</strong> - Here you can set a fixed value that will be added onto the invoice for Azure reserved instances. This value will be added on top of the mark-up after the mark-up is applied (this value will not be included in mark-up calculation).</p><p><br></p><p data-pasted="true">From v2.244+, you will also have the option to determine how Invoices are allocated. By default this will use the oldest unbilled invoice, however you can now choose to set this to include all CSP Invoices in the Recurring Invoice period. &nbsp;</p><p><br></p><p>Now navigate into one of your CSP tenants &gt; Halo Integrator tab. In the &#39;Entities to import&#39; field consumption billing can now be added as an entity.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0OGRhNzZjLTVlNmItNGFkNi05ZTUzLTQ5ZjVhZGNiZTc4NSJ9.RzIdIibbBSty3DfCNcHe87nuuV1Z7p_o2AoVj0nUsLA" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 274.815px;" height="275"></p><p><strong><span style="font-size: 10pt;">Fig 3. Import consumption billing data&nbsp;</span></strong></p><p><br></p><p>This will import Azure consumption data on a scheduled basis, the import will take place each time the Halo integrator runs for the CSP integration.&nbsp;</p><p><br></p><p>The &#39;CSP&#39; invoices tab stores the cost and consumption data imported from CSP. Here you can see a log for the invoice that has been imported and the invoice date.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkMDVmZGRkLTJkZmEtNGZmOS05ODVmLTkxZDczZjNlZjE0YyJ9.DfzUwlUJY7Va0S1UVvW-Dz8S70K-QwiWksK0S0sicjQ" class="fr-fic fr-fil fr-dib" width="1300" style="width: 1302px; height: 253.116px;" height="253"></p><p><strong><span style="font-size: 10pt;">Fig 4. Invoices imported from CSP</span></strong></p><p><br></p><p>This data can be marked as &#39;billed&#39; by right-clicking on the invoices in the list. This entry will then be excluded from consumption calculations.</p><p><br></p><p><strong>Viewing consumption Data</strong></p><p>CSP invoices and consumption data can also be viewed per customer under the customer profile, under the tabs &#39;CSP invoices&#39; and &#39;Azure Consumption Billing&#39;. These customer specific entries can also be set to be excluded from consumption calculations here by right-clicking on the entry under &#39;CSP invoices&#39; and marking it as &#39;billed&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MmUyNzQwLTE1M2ItNGI1Yy05MDFkLTg3MDc4MjEyY2E0NyJ9.YbdB_0-34fcbzHF_EdbA13Z9kM0FYiTMrIMJF5LTEEY" class="fr-fic fr-fil fr-dib" width="1578" style="width: 1580px; height: 133.053px;" height="133"></p><p><strong><span style="font-size: 10pt;">Fig 5. Viewing Azure consumption data against a customer</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Under the &#39;CSP Invoices&#39; tab you will also be able to see if an invoice for a particular customer has been fully imported, and if it has been fully billed. From here, you can mark the customer&#39;s CSP invoice as being fully billed. Only consumption entries against &#39;unbilled&#39; CSP invoices will be included in consumption calculations for the customer, therefore if there are any invoices you do not want to bill for (if they have already been billed elsewhere), ensure they are marked as billed.&nbsp;<br></span></p><p><br></p><p>The &#39;Azure Consumption Billing&#39; tab will show a breakdown of the consumption usage for the customer. Details of the breakdown can be seen in figure 5.&nbsp;</p><p><br></p><p>Now consumption data will be imported from CSP on a regular basis. If you have other CSP tenants remember to set this up for each tenant.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up invoices to use Azure consumption data</span></strong></p><p>The consumption data received from CSP is used to calculate the price and quantity of the &#39;item&#39; on the invoice line the customer should be billed for. Therefore, to bill a customer for their Azure consumption you will need to create a recurring invoice for a customer with a line set to calculate quantity based on Azure consumption.&nbsp;</p><p><br></p><p>To do this create a new recurring invoice, or add a line to an existing recurring invoice. You will likely want to create a new item called something like &#39;Azure Services&#39;, this item will need to be recurring and leave the cost/price blank as the price will be calculated later.&nbsp;</p><p><br></p><p>Then edit the line and set the &#39;Quantity&#39; field to be &#39;Calculate quantity from Azure Consumption Billing&#39;&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3NGJhNzNjLTc3Y2UtNDFjMC04ZTVhLTBlMTNiYmE4N2E2NiJ9.wvqesm4Slgx_htKG_t0bMk73fkGgv14ndgnVkL7AzFc" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 475.326px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 6. Set line quantity to be calculated by Azure consumption&nbsp;</span></strong></p><p><br></p><p>This will link this line to the customer&#39;s Azure services consumption. You will only need to configure one recurring invoice line to invoice the customer for all the Azure services they use.</p><p><br></p><p>You will then be able to set the &#39;Azure Consumption Billing Line Creation Type&#39;. This determines how the services are shown on the invoice, that is how they are grouped/divided.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhOTcwYjc1LTk3NDctNDc1Ny04NjYzLWYzNThmOGU0MGE5NyJ9.cAuCqFH16IEZWocw6WhkbzbxjuORJeG_YrQC7be6X6I" class="fr-fic fr-fil fr-dib" width="480" style="width: 482px; height: 224.478px;" height="224"></p><p><strong><span style="font-size: 10pt;">Fig 7. Billing line creation type</span></strong></p><p><br></p><p><strong>Merge all into one line</strong> - When selected all the Azure services the customer uses will be merged and display on a single invoice line. The price of the invoice line will be the total price for all services/resources used.</p><p><strong>Split by subscription ID</strong> - When selected an invoice line will be created for each Azure subscription the customer has. The customer will be able to see the price per subscription they have used.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong>Split by resource group</strong> - When selected an invoice line will be created for each Azure resource group. Each service within a group will be totalled and the customer will be able to see the price per group of resource they use.</p><p><br></p><p>Additional mark-ups and costs can also be applied here. This mark-up will apply to all the Azure subscriptions/services this customer uses. The mark-up and additional cost set here will override the defaults set earlier on the CSP integration module in figure 2, allowing you to set customer specific mark-ups and additional costs.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MTY1ZWFmLWM0MTMtNGE4Ni1iYWZlLTUzMDM2YzE3NmY0NSJ9.b9i9KagKO39kMyTf-EtjsQJzV7vn6HOtfqniK6-ceqk" class="fr-fic fr-fil fr-dib" width="307" height="115"></p><p><strong><span style="font-size: 10pt;">Fig 8. Additional Mark-up and cost&nbsp;</span></strong></p><p><br></p><p>Once this is set save the invoice line.&nbsp;</p><p><br></p><p>Now each time an invoice is created from this recurring invoice lines will be added and automatically calculated to reflect Azure consumption. The number of invoice lines that represent Azure consumption will depend on the setting selected in figure 5.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up Invoices to use Azure Reserved Instances Data</span></strong></p><p>To bill a customer for their Azure consumption you will need to create a recurring invoice for a customer with a line set to calculate quantity based on Azure Reserved Instances.</p><p><span style="color: rgb(0, 0, 0);">&nbsp;</span></p><p id="isPasted">To do this create a new recurring invoice, or add a line to an existing recurring invoice. You will likely want to create a new item called something like &#39;Azure Reserved Instances&#39;, this item will need to be recurring and leave the cost/price blank as the price will be calculated later.&nbsp;</p><p><br></p><p id="isPasted">Then edit the line and set the &#39;Quantity&#39; field to be &#39;Calculate quantity from Azure Reserved Instances&#39;&nbsp;</p><p><br></p><p id="isPasted">You will then be able to set the &#39;Azure Reserved Instances Line Creation Type&#39;. This determines how the services are shown on the invoice, that is how they are grouped/divided.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjNzdlYjg3LTE3NzAtNDk0OC1hOWJhLWZmOGNmY2Q3MzkzZSJ9.4HLSzNAesxAXV5htbv4jpu9CR7t4IqANWMrz96-atjs" class="fr-fic fr-fil fr-dib" width="534" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 9. Creation type for Azure reserved instances</span></strong></p><p><br></p><p><strong>Merge all into one line -</strong>&nbsp; When selected all the Azure reserved instance subscriptions the customer uses will be merged and display on a single invoice line. The price of the invoice line will be the total price for all subscriptions used.&nbsp;</p><p id="isPasted"><strong>Split by subscription ID -</strong> When selected ana invoice line will be created for each Azure reserved instance subscription the customer has. The customer will be able to see the price per subscription they have used.&nbsp;</p><p><br></p><p id="isPasted">Additional mark-ups and costs can also be applied here. This mark-up will apply to all the Azure subscriptions/services this customer uses. The mark-up and additional cost set here will override the defaults set earlier, allowing you to set customer specific mark-ups and additional costs.&nbsp;</p><p><br></p><p id="isPasted">Once this is set save the invoice line. Now each time an invoice is created from this recurring invoice, lines will be added and automatically calculated to reflect Azure Reserved Instances. The number of invoice lines that represent Azure Reserved instances will depend on the setting selected in figure 9.&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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- How to Import Suppliers&nbsp;using CSV/XLS/Spreadsheet Method</strong></p><p><strong>- Finding additional fields to Import&nbsp;</strong></p><p><strong><br></strong></p><p><strong>Configuration Settings Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1861" target="_blank" rel="noopener noreferrer"><strong>Suppliers</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;" data-pasted="true"><strong>How to Import Suppliers using CSV/XLS/Spreadsheet Method</strong></span></p><p data-pasted="true">This guide covers how to import Suppliers using an XLS Template. This spreadsheet is used for creating new, or updating existing Supplier Records .</p><p><br></p><p>Navigate to Configuration &gt; Suppliers. Head to the Imports section and set the &quot;Unique identifier for Suppliers&quot;. The fields specified here will be used to match imported records to existing records, allowing existing Suppliers to be updated rather than duplicated.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkYzAyMmQ2LWNlZWItNDJkZC1iZDc0LTk3NjFhMzBjMzI5MiJ9._ggCaKa1htFiloWnsc_KvY13t799LSjCB_IhYNhkWfY" class="fr-fic fr-fil fr-dib" width="744" style="width: 746px; height: 294.994px;" height="295"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Unique Identifier for Suppliers</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. Click the &quot;Import Suppliers&quot; button shown in Figure 1 to open the import screen. If open, close the File Explorer, and click &quot;Download Samples&quot; to download the XLS templates.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3OTExOGQzLTZiMzEtNDc4My05NTdmLTVjZWI2NThkNDc1ZSJ9.cxtQ6SWWTCpiPg19NpPpr1PSK-MFsdOxbLiAuJHgL-Y" class="fr-fic fr-fil fr-dib" width="1129" style="width: 1131px; height: 315.474px;" height="315"></p><p><span style="font-size: 10pt;"><strong>Fig 2. Download Samples option</strong></span></p><p><br></p><p data-pasted="true">This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot;Suppliers&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhZGYzYzkzLWIwMzItNDcyYS1iNGNjLWViNGUzZGU3YWU3NyJ9.TZusWSPQ6C-U48vNoFtQx6GWYe6p84RBYtFyFW0-3CA" class="fr-fic fr-fil fr-dib" width="929" style="width: 931px; height: 452.88px;" height="453"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Supplier XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzYmY2ZGMxLTY5ZGUtNGFjNC04OTk2LTY5OTM4NTI0MTIxNiJ9.vKIBhZC8BXn__wfAt3OrbdFNdnpnDN3muD2fACYeokc" class="fr-fic fr-fil fr-dib" width="929" style="width: 931px; height: 149.504px;" height="150"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Import Data sheet</strong></span></p><p><br></p><p data-pasted="true">You can now enter your Supplier data in the relevant column.</p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>Important! You must ensure the Unique identifier for your Supplier is included in this file in order for existing records to be matched. If the unique identifier is not present a new record will be created for every Supplier.&nbsp;</strong></span></p><p><br></p><p>Once you have entered all the Supplier data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Suppliers, and click &quot;Import Suppliers&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ODZlNTg1LTQzMjktNGM5Mi1hNzY1LTYxN2Y0N2E0NGYzMiJ9.1_POTea3wsC33sMNS3C7V9la9pG-WLE1tkXRpSo1azM" class="fr-fic fr-fil fr-dib" width="733" style="width: 735px; height: 291.04px;" height="291"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. Import Suppliers button</strong></span></p><p><br></p><p data-pasted="true">If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxYjU3MGE4LThmNWMtNDU4MS1hYjVmLTgwOTQyODU3NmRjZSJ9.a8yNWHYkiQkfDw1M2gZ2EgxcZgrAzK7LrWVv3k_ZNK8" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 289.471px;" height="289"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. Choosing a file</strong></span></p><p><br></p><p data-pasted="true">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0MzgzNWVjLWRmNTMtNDJhMS04MGY2LWM2NmUyOGIzMTMyMiJ9.tIiTPUwvZXTgpB-aRHweG9vPaIQON8IioCjO8bMhvIU" class="fr-fic fr-fil fr-dib" width="997" style="width: 999px; height: 145.542px;" height="146"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 7. Importing values</strong></span></p><p><br></p><p data-pasted="true">You will now see any new records in the Suppliers Area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1OWEwZDhmLTE3NjQtNGNiNy05NWU4LTI5OGYyYzQ0OTdmZCJ9.oh255oHyytFpjff1N9UzolRW_wYLCXiKDXZQx-fYlXw" class="fr-fic fr-fil fr-dib" width="1002" style="width: 1004px; height: 471.055px;" height="471"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 8. Imported Suppliers&nbsp;</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Finding additional fields to Import</strong></span></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Custom Fields</strong></span></p><p>Custom Fields can be imported via the Spreadsheet. To do this add the Custom Field name to import, prefixed with &quot;CF&quot; as the Column Header. For example, &quot;CFProductType&quot; (As custom fields do not contain spaces):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3ZjJmOGQ0LWY0ZGMtNDA1Ny05MGRmLWYxYzIzMzJhYWJkNiJ9.f_33SJGlEY5AQk-_4pOEPWnWX1xL1ggf4QVJY7sQ_lQ" class="fr-fic fr-fil fr-dib" width="1036" style="width: 1038px; height: 81.6787px;" height="82"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 9. Custom Field on spreadsheet</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>System Fields</strong></span></p><p>If there is a particular field you would like to populate upon import you can add this to the spreadsheet. To find the correct header name for this field you will need the JSON name of the field. To find this, simply append &quot;&amp;showfieldnames=true&quot; on your URL. This will display your instance with the JSON field names in braces (curly brackets) above the field.&nbsp;</p><p><br></p><p data-pasted="true"><strong><em>Note: This method may not work for all fields. If you are unable to import to a certain field in Halo please contact Support for assistance.&nbsp;</em></strong></p><p><br></p><p data-pasted="true">In the below example I am looking to set the &quot;Reference&quot; for my Supplier.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhYWIxNzIxLTc4ZDctNDk0Yi1iNjU4LTdhNzVhNzBlMjgyNyJ9.LQCk6th9d4XZT0h-3hb3QayzuQUhpRMM6dVJ30w4stA" class="fr-fic fr-fil fr-dib" width="1085" style="width: 1087px; height: 569.242px;" height="569"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 10. JSON field name&nbsp;</strong></span></p><p><br></p><p>Copy the value between the brackets and paste this as a column header.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3YzFmMjUzLWIwYjUtNGNkOC04NTNjLTMyNzVjZjhjNzk3OCJ9.bXKdlZhUCF5yG2K63be-rXKm4AJBFzaomVKK12yJImQ" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 77.1279px;" height="77"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 11. Adding the Reference field to the import spreadsheet</strong></span></p><p><br></p><p data-pasted="true">Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhMDQ3MjlmLTMxNTEtNDdkYi05ZTM3LTdkZjcwZTE1YzhmMSJ9.XxHTKd8B4qLnd59WqVa-QZKsJZrXa73cJLabdlc5PAI" class="fr-fic fr-fil fr-dib" width="431" style="width: 433px; height: 588.104px;" height="588"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 12. Imported Reference field&nbsp;</strong></span></p><p><br></p><p data-pasted="true"><strong>Alternative method for finding System Fields and Field Values</strong></p><p>If using the JSON name does not successfully import the values to the field, or if you need to know the format for the value you are importing into a field, you can use the Developer Console to find the correct header name. First locate the field in Halo, before editing the field you will need to open the Developer Console which can be accessed by clicking function (fn) and f12. Now edit the field setting the value to the value you would like to import, and view the changes in the Network tab of the Developer Console.&nbsp;</p><p><br></p><p>In the below example I am looking to set the Supplier to not be a Manufacturer.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwZDZjMTI4LTAwOTgtNDNiOS1iMGU0LTIxMmUwY2E1ODliMCJ9.lWoIHwUHKeHsLxWINoQJEP_aECfY38VjFbxK0uvDsqo" class="fr-fic fr-fil fr-dib" width="1286" style="width: 1288px; height: 525.933px;" height="526"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 13. Network tab&nbsp;</strong></span></p><p><br></p><p data-pasted="true">When I click &quot;Save&quot; additional entries will show. Select the entry with the entity name, in this case &quot;Supplier&quot;, as this is the entity being updated. Click the &quot;Payload&quot; tab and expand the section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MTU1NWQwLTVkNTMtNDM5My05MTEwLThmOGFhMjQ0YzdjNyJ9.-vsR1C21nu7mEWCNJMLWomFruRKzjKqHnppTc9PxRGo" class="fr-fic fr-fil fr-dib" width="1276" style="width: 1278px; height: 413.178px;" height="413"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 14. Payload from editing the &quot;<span style="font-size: 10pt;" data-pasted="true"><strong>Is a Manufacturer</strong></span>&quot; field</strong></span></p><p><br></p><p data-pasted="true">Extract the name of the field that has changed. This will be the column header in your spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViNzgzYjk5LWM1YmMtNDA0My1iYmExLWIwYjUxYjZlZjE2ZCJ9.V1nxESv-JO9iS0zkahwJOk9aHcQ35iMggt9wu5QGi_k" class="fr-fic fr-fil fr-dib" width="469" height="157"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 15.&nbsp;</strong><strong>&quot;Is a Manufacturer&quot; field in the Dev Tools&nbsp;</strong></span></p><p><br></p><p data-pasted="true">To work out the value you need to enter under this column, look for the value shown in the payload after the field name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmYzU1M2VkLTMwNjktNGE1Zi04Y2IyLTdjYjQzZWQ3NDgxMyJ9.NCuNiWXABFYKv3NPgRVsOkbV8WxsKEk3PneVeWYCSXM" class="fr-fic fr-fil fr-dib" width="468" height="157"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 16.</strong><strong>&quot;<span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Is a <span style="font-size: 10pt;" data-pasted="true"><strong>Manufacturer</strong></span></strong></span></strong></span>&quot; set to &quot;false&quot; in the Dev Tools&nbsp;</strong></span></p><p><br></p><p data-pasted="true">Add the field name as a new column header on your spreadsheet, and fill in the values accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyNjUxMTE5LWU1M2MtNDM0Ny1iYjZhLTgxOTM0YmZiMDIyMyJ9.dRxDVxjN7fP7a3u5X1rOVet9O7uqSBcwoiy0JmFBmzM" class="fr-fic fr-fil fr-dib" width="1078" style="width: 1080px; height: 74.4828px;" height="74"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 17. Adding the&nbsp;</strong><strong>&quot;Is a Manufacturer&quot;&nbsp;</strong><strong>field to the spreadsheet</strong></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true">Run the import as normal, and the field will update to the specified value.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMWRlM2VhLTc3NWItNDJhMi1iODViLTMwNTVmZTAxOWY3MiJ9.T8AJgeTvLH9rm6OPyv3j_NU5aXS1wnlGu0JRmCFWltM" class="fr-fic fr-fil fr-dib" width="622" height="606"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 18. Imported &quot;Is a Manufacturer&quot;</strong></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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Auto-Generating Agreement References</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Agreement Type Prefixes</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Setting Next Contract Reference</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Manual Overrides</strong></span></p><p><span style="font-size: 11pt;"><strong>- Generate Agreement Reference Per Client</strong></span></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; font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1975" target="_blank" rel="noopener noreferrer" style="font-weight: bold; font-size: 11pt;">Creating Agreements and Contracts</a></strong></li><li style="font-size: 11pt; font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1843/" target="_blank" rel="noopener noreferrer" style="font-weight: bold; font-size: 11pt;"><strong>Agreements (Contracts)</strong></a></li></ul><p><span style="font-size: 11pt;">When creating a new agreement, the reference field is always mandatory as it is the identifier for the agreement in your Halo environment. The reference can either be auto-generated or manually entered and, if auto-generated, a number of overrides/defaults can be set to control the behaviour of the generation. This guide will outline the ways of generating agreement references and the hierarchy the different settings take.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: The words &#39;agreement&#39; and &#39;contract&#39; are used interchangeably within Halo to refer to the same thing, as such they will also be used interchangeably within this guide.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Auto-Generating Agreement References</strong></span></p><p><span style="font-size: 11pt;">When auto-generating a reference for an agreement, you have the option of either allowing the default system behaviour to dictate how the reference is formatted or you can override it to format according to your specific referencing conventions. The following diagram in Figure 1 illustrates <span style="font-size: 11pt;" data-pasted="true">the hierarchy of settings when creating a new agreement reference.&nbsp;</span></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmMTQzMWY2LWU2NjEtNDZmYy04MGNkLTZjOGJiMTA5M2UwOCJ9.FpqgsTj0FbvqaDRWXqhMUKh0GZC399m6TK67mHZo-p4" class="fr-fic fr-fil fr-dib" width="714" style="width: 716px; height: 640.935px;" height="641"></p><p><span style="font-size: 10pt;"><strong>Fig 1.&nbsp;</strong></span><span style="font-size: 10pt;" data-pasted="true"><strong>A hierarchy diagram for generating agreement references in Halo</strong></span></p><p><br></p><p>The rest of this section outlines the default behaviour for auto-generation of references, and the settings that can override this behaviour.&nbsp;</p><p><br></p><p><span style="font-size: 12pt;"><strong>Default Behaviour</strong></span></p><p><span style="font-size: 11pt;">When creating a new agreement, you will notice that there is a &quot;Generate&quot; button next to the &quot;Contract Reference&quot; field.&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.eyJpZCI6ImZiMjM1MDgyLWI5ZDYtNGM0Ny1hODA5LWY4ZjBjZTVlZTVmNiJ9.qxI_HFS9KZV950luUWnzR2icRHdpSf1mI2V_TC5oV_E" class="fr-fic fr-fil fr-dib" width="1005" style="width: 1007px; height: 505.444px;" height="505"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. The button for auto-generation of agreement references</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When you select this button, Halo will auto-generate the agreement&#39;s reference for you.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Without any overrides or prefixes set in settings or against the contract type, this auto-generation will use the first few letters of the client&#39;s name and then add a numerical value afterwards.&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.eyJpZCI6IjExNjU2MTNjLWRmMDktNGM4MC05NDNiLTRjYjdmY2U2ZjQ5OSJ9.Pi_mQsc_HHMYCg2f4foDsFQlcA442T8uWM08tCSwCPI" class="fr-fic fr-fil fr-dib" width="1009" style="width: 1011px; height: 554.112px;" height="554"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Auto-generation of an agreement reference</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For each new agreement generated for the client, the values will count up numerically in order to create a new agreement reference each time.&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.eyJpZCI6IjQyYmI2OTkzLTQ1NjYtNGNhZi1hNjc3LTZiNTFiODZhZDg2ZSJ9.ZnZyLpSkXOyK_k44zt8QZsSI87R34sgu9UlF8MYzkNs" class="fr-fic fr-fil fr-dib" width="1002" style="width: 1004px; height: 360.561px;" height="361"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. A unique agreement reference will be generated each time</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Agreement Type Prefixes</strong></span></p><p><span style="font-size: 11pt;">An agreement prefix can be set at the contract type level if, <span style="font-size: 11pt;" data-pasted="true">instead of allowing the default behaviour of using the first few letters of the client name,</span> you want to control the letters set at the beginning of the agreement reference.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To set this up, navigate to Configuration &gt; Contracts (Agreements in some instances), and scroll to &quot;Miscellaneous Settings&quot; where you will find the &quot;Contract Type&quot; button.&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.eyJpZCI6IjEzYmYyOTRjLTNkZGMtNDlhMC04NmQ4LTI3ZmJmMWQ5YWFjMSJ9.70QKhuNjFlybHclH4kGkSaImDcdc_5RGm-xtOKko14w" class="fr-fic fr-fil fr-dib" width="891" style="width: 893px; height: 635.619px;" height="636"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Navigating to the contract types area in Halo</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Select this button to take you into the Contract Types area where you can create new contract types or edit existing ones.&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.eyJpZCI6IjBjYWUxMzA4LWMwNTctNDQ4Yi1hMmJkLTRmNDJjODk2NGFhNyJ9.HoV8oVA94tVBTRkTk-ZQV4iqabJYa-5gNpm_W3h8Vb4" class="fr-fic fr-fil fr-dib" width="1027" style="width: 1029px; height: 445.9px;" height="446"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. The contract types area in Halo</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When editing a contract type, you will see a &quot;Prefix&quot; field. Whatever you enter here will be automatically applied to all new contracts of that contract type.</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.eyJpZCI6IjlkZjJkMzRmLWQyOWItNGI5ZS05YjVkLTU3YmI1OWQwMDg0NCJ9.hf79ykFlEyNu5yJsjph7srSb6ajLGfx9hzVQp1NwbQI" class="fr-fic fr-fil fr-dib" width="700" style="width: 702px; height: 452.766px;" height="453"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Setting the prefix for a contract type</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: Prefixes entered here can contain any type of character or symbol.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now when I auto-generate the reference for a new contract for the same customer that was used for the example in Figure 2, instead of using the first letters of the client name, Halo has used the prefix set in the contract type.&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.eyJpZCI6IjJiNmE0NzMzLTNkOTEtNDQ1MC05MzMyLWZjMGNkMjhmNzA3MyJ9.bfSstW9j1CU2irVp81zpHXqstZbwKfQSTME97UeiDXU" class="fr-fic fr-fil fr-dib" width="903" style="width: 905px; height: 583.571px;" height="584"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Auto-generating a contract reference using the prefix for the contract type</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you want to learn more about creating agreement types, please refer to this guide:&nbsp;</span><span style="font-size: 11pt;"><a href="https://usehalo.com/halopsa/guides/1975/" target="_blank" rel="noopener noreferrer">Creating Agreements and Contracts</a></span><span style="font-size: 11pt;">.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Setting Next Contract Reference</strong></span></p><p><span style="font-size: 11pt;">It is possible to set a global default for all agreement references generated in Halo.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To do this, navigate to Configuration &gt; Contracts, and scroll to the &quot;Defaults&quot; section where you will see a &quot;Next Contract Reference&quot; field.&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.eyJpZCI6IjY2NWRkZTA0LWQ0YmQtNGYxOC04OTRkLTcxN2RkYmIyMDg4NyJ9.0H_A0R9DA939jXiUuINGDo2N1FY_PVFSE3-gXocwasI" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 541.477px;" height="541"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Setting a globally defaulted agreement reference</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Setting this field will set every new auto-generated agreement reference in the system for every client to follow this pattern, counting up numerically with every new agreement created.&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.eyJpZCI6IjY1ZTVkYTljLTJmY2EtNDE3ZS1iYWZjLTJhYmMxNjJmMjlmNiJ9.EFk7ldALbFtpnW2g4y8PUqnATv8ruuYBkB1dwk4ksPQ" class="fr-fic fr-fil fr-dib" width="967" style="width: 969px; height: 445.966px;" height="446"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Globally defaulted agreement references</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: This global default will override any prefixes set for contract types meaning those prefixes will not be used.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Manual Overrides</strong></span></p><p><span style="font-size: 11pt;">Although agreement references are mandatory, auto-generation of those references is not. As such, you are able to manually enter a reference and this will override any defaults set.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For example, I have manually set the reference for the new agreement in Figure 11 to &quot;ABC1122&quot;.</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.eyJpZCI6IjYxYWYyODIxLWRhODgtNDhiOS04MGVkLTc1ZTY2Y2U3NjAwYSJ9.m361Pb14n50QapKTTwevBSC7bQI3S8RcmKVXoM21E1o" width="962" style="width: 964px; height: 572.34px;" height="572" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Manually entering the reference for a new agreement</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Despite the contract type for the new agreement having a prefix set, the manually entered reference will override it.&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.eyJpZCI6IjM5ZGRlYWZmLTQ4M2YtNGE3ZC04MmMyLTRlMmE0ZjY5MWVjNiJ9._cUGn751MVCCv4cxJiwD3QgN6DGdRV_6OA5ghS1qbCM" width="826" style="width: 828px; height: 223.857px;" height="224" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. A manually entered agreement reference will override all defaults set</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Similarly, if you edit an existing agreement and change the reference, that will also override anything set there.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Generate Agreement Reference Per Client</strong></span></p><p><span style="font-size: 11pt;">If I were to try and manually enter an a reference for a new agreement that already existed as the reference for another existing agreement, Halo would not allow the agreement to be saved and would return the error demonstrated in Figure 13.&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.eyJpZCI6IjBlOTllMWEwLTQ1ZGEtNDQ3Yy1iYjRlLTE4ZWI0ODVlMDhjZSJ9.JlEA5RC6Z3Ggns5NjDHWprtrtrIdmZymj4tyKZecN3U" class="fr-fic fr-fil fr-dib" width="856" style="width: 858px; height: 518.67px;" height="519"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. By default, all agreement references in Halo must be unique</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">As the reference is the main identifier for a contract, this is the default behaviour of Halo in order to prevent duplicate agreement references and the confusion that could result from that.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">However, it may be the case that you only need unique referencing to be enforced within each client, not across all clients, meaning that a duplicate reference is allowed if it is for a different client.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To force Halo to allow this, navigate to Configuration &gt; Contracts, and scroll to the &quot;Defaults&quot; section. Enable the checkbox setting labelled &quot;generate contract reference per client&quot;.&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.eyJpZCI6ImQ2NWI0ODFjLWViOTMtNDIyMi04YjliLThjOTBjYzU3ZjhhYSJ9.tA40or0i8O4OLcFRfTYKQkI8s0Xr3GbxeO8eoC-FN20" class="fr-fic fr-fil fr-dib" width="957" style="width: 959px; height: 464.278px;" height="464"></span></p><p><span style="font-size: 10pt;"><strong>Fig 14. The setting to generate unique contract references per client</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">With this setting enabled, duplicate references are possible as long as the contracts are against separate clients.&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.eyJpZCI6IjM2NzU1OWU4LWRlN2MtNGY2OC1iODBkLTNlZjk1YjUyNjllYSJ9.aZapOL194yQFXTCuWVAiqUIjnUIWpKWtRCwzFr4FTXg" class="fr-fic fr-fil fr-dib" width="903" style="width: 905px; height: 325.636px;" height="326"></span></p><p><span style="font-size: 10pt;"><strong>Fig 15. Auto-generated references with the setting in Figure 11 enabled</strong></span></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><span style="font-size: 14pt;">Welcome!</span></strong></p><p>If you&#39;re looking for information on how to use and configure Halo, you&#39;ve come to the right place. Whether you&#39;re an administrator, a new user, or someone looking to dive deeper into new features and functionality, our resources can be found here, divided into specialised courses to guide you through different aspects of Halo.&nbsp;</p><p><br></p><p>Let&#39;s take a look at what you can find in each of these sections.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkMDI2ZjI3LTU2NTctNGE4OC05NmM4LTU4MWYyYzU2M2FiZCJ9.NHOORRQHkC0FUsd1NOpvaBWTz_r2w4LF1JGRK821Fgo" class="fr-fic fr-fil fr-dib" width="405" height="406"></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Want to know how to set up Halo&#39;s features?</strong></span></p><p>Head to our <strong>&quot;Using and Configuring Halo&quot;</strong> section.&nbsp;</p><p><br></p><p>The guides here cover how to set up and use various functionality. Guides here are organised by the area it relates to. For example, any functionality related to assets can be found under the &quot;CMDB&quot; section.</p><p><br></p><p>If you are a new Halo customer, we recommend reading through our &quot;<a href="https://usehalo.com/guides/2434" target="_blank" rel="noopener noreferrer"><strong>Introduction to Halo</strong></a>&quot; guides as this will give you a good base understanding of how to navigate and use your Halo.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Connecting an Integration?</span></strong></p><p>Head to our <strong>&quot;Integrations&quot;</strong> section.&nbsp;</p><p><br></p><p>These guides cover how to complete the configuration for each of the platforms we integrate with. These are organised by integration category, i.e. Microsoft Exchange will be in the &quot;Calendars and Appointments&quot; section.</p><p><strong><span style="font-size: 12pt;"><br></span></strong></p><p><strong><span style="font-size: 14pt;">Wondering what a Setting does?</span></strong></p><p>Head to our <strong>&quot;Configuration Settings Guides&quot;</strong> section.&nbsp;</p><p><br></p><p>The guides here provide a breakdown of each of the settings found in the &quot;Configuration&quot; area. Guides here are organised by the module they are found in - for example, the &quot;Time Management&quot; module will have a guide of the same name with each of its settings outlined.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YjUyMDZjLWM5YjEtNDdiOS1hM2M2LTIzOTgzM2I0NDQwNiJ9.ASE92Ngh5eKPxXzlZhh6ftlkrfQx60gG8R4DBV-y89s" class="fr-fic fr-fil fr-dib" width="1679" style="width: 1681px; height: 505.827px;" height="506"></p><p><br></p><p><strong><span style="font-size: 12pt;">Add Tooltips to the Agent App &nbsp;</span></strong></p><p>Navigate to Configuration &gt; Advanced Settings, and enable &quot;Show KB guide links against each setting (where available).</p><p><br></p><p>This will show tooltips next to each setting in Halo, that will take you to the guide with a description of that setting when clicked.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzZjM3Nzc3LTI2MjAtNGQyNi04MWZiLTVjZDUyOWE3MWM2NSJ9.5F977tqQ5XbgNS3Tfria6z2Gz5Um86K_ynnCW2Gla94" class="fr-fic fr-fil fr-dib" width="1081" height="466"></p><p><br></p><p>These tooltips can be toggled on/off per page with the &quot;Show Guide Links&quot;/&quot;Hide Guide Links&quot; toggle in the top right corner.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MzMyMTk0LTRmMTktNGFhYS05MzQ1LTE3MThlOTFhNzYyNiJ9.uIUfm2hoI-Clk9MLNqBAXPrzcSn4mj3vBej7w8Br__k" class="fr-fic fr-fil fr-dib" width="513" height="112"></p><p><br></p><p><strong><span style="font-size: 14pt;">What&#39;s your security policy on this?</span></strong></p><p data-pasted="true">Head to our <strong>&quot;Security&quot;&nbsp;</strong>section.&nbsp;</p><p><br></p><p>Base details on security and infrastructure can be found here. Additional information can be found in our <a href="https://trust.usehalo.com/" target="_blank" rel="noopener noreferrer"><strong>Trust Center</strong></a>, or requested from support.</p><p><br></p><p><strong><span style="font-size: 14pt;">Time to deploy or upgrade your self-hosted instance?</span></strong></p><p data-pasted="true">Head to our <strong>&quot;On-Premises Guides&quot;&nbsp;</strong>section.&nbsp;</p><p><br></p><p>If hosting your own instance and looking to either deploy it for the first time, or upgrade an existing one, guides on doing so can be found here.</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p data-pasted="true"><strong>- How to Import Tickets using CSV/XLS/Spreadsheet Method</strong></p><p data-pasted="true"><strong>- How to Import Actions&nbsp;using CSV/XLS/Spreadsheet Method</strong></p><p><strong>- Finding additional fields to Import&nbsp;</strong></p><p><br></p><p data-pasted="true"><strong>Configuration Settings Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1341" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">Tickets General Settings</a></strong></li></ul><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>How to Import Tickets using CSV/XLS/Spreadsheet Method&nbsp;</strong></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This guide covers how to import Tickets using an XLS Template. This spreadsheet is used for creating new Tickets.</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 data-pasted="true">Navigate to Configuration &gt; Tickets &gt; General Setting. Head to the Imports section and click the &quot;Import Tickets&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNDY4NTNiLTI5MDQtNDE2MS05ZjhiLTllOTg1NzQ2Y2ZhYSJ9.H9ZF1uHZLwN0i4AKLlfaEnoVulPiPXWyO5kCXzBB3yM" class="fr-fic fr-fil fr-dib" width="728" style="width: 730px; height: 223.679px;" height="224"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 1. Import Tickets button</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. If open, close the File Explorer, and click &quot;Download Samples&quot; to download the XLS templates.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmNzBmMjZmLWE4MGItNDIzMi04NTgzLTkyYzFmZDhkZGIwZiJ9.GUFyoaqTsYPCv03ZnnA-YbTUlqwR_90LbvSL4d_zmy0" class="fr-fic fr-fil fr-dib" width="1078" style="width: 1080px; height: 301.248px;" height="301"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Download Samples option</strong></span></p><p><br></p><p data-pasted="true">This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot;Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5NTYwYjJlLThiNDYtNDQ4Mi04MzMwLWJiZDQ4MmFmNWQ2NCJ9.f720tThPre8zHp2jIM09sxjcExnliwy2w0gzCM1mYPk" class="fr-fic fr-fil fr-dib" width="1097" style="width: 1099px; height: 557.547px;" height="558"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3. Tickets XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhYzIwOGE3LTZkZmYtNDc3My1hNzIzLTEyNmYzMDA2YWM3OCJ9.V22GtLN-n7CPLLVYSp6pJdsWECSl3UwbXazGpO0R-Yk" class="fr-fic fr-fil fr-dib" width="1099" style="width: 1101px; height: 176.229px;" height="176"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 4. Import Data sheet</strong></span></p><p><br></p><p data-pasted="true">You can now enter your Ticket data in the relevant column. &nbsp;</p><p><br></p><p data-pasted="true">Once you have entered all the Ticket data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Tickets &gt; General Settings, and click &quot;Import Tickets&quot;.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNDY4NTNiLTI5MDQtNDE2MS05ZjhiLTllOTg1NzQ2Y2ZhYSJ9.H9ZF1uHZLwN0i4AKLlfaEnoVulPiPXWyO5kCXzBB3yM" width="778" height="239" 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: 780px; height: 239.327px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 5. Import Tickets button</strong></span></p><p><br></p><p data-pasted="true">If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0N2RlZDlkLTNlYWQtNGRiMC1hZDVjLWNlZWZkYmFiODE1MCJ9.4Cjdo_2M5ZAFQI2GxsZi63dBuqA9i4oqlSkBXfibBgA" class="fr-fic fr-fil fr-dib" width="1101" style="width: 1103px; height: 321.214px;" height="321"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 6. <span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Choosing a file</strong></span></strong></span></strong></span></p><p><br></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</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.eyJpZCI6ImY5MzYxZjg1LTc2YjctNGM3Yi1iN2U4LWYzMDRmMmM1NTk1YSJ9.G3JvCYDA-0AK_ESdkXcHyG4gRSoqvN7U6zwezEuE_DQ" class="fr-fic fr-fil fr-dib" width="1111" style="width: 1113px; height: 146.074px;" height="146"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 7.&nbsp;</strong></span></strong></span><span style="font-size: 10pt;"><strong>Importing values</strong></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;">Your new Tickets will show in the relevant Tickets Area.</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.eyJpZCI6ImJjZjgyODQ3LTIwYWUtNGY4NS04ZDk2LWJkYWFhNTNjNDY1NyJ9.SK5H9XGh1TQ6fSKoEGGu_PCqrZ8qDUbm97K22ofhhks" class="fr-fic fr-fil fr-dib" width="1116" style="width: 1118px; height: 174.296px;" height="174"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 8. Imported Ticket</strong></span></p><p><br></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>How to Import Actions using CSV/XLS/Spreadsheet Method &nbsp;</strong></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This guide covers how to import Actions using an XLS Template. This spreadsheet is used for importing new Actions as &quot;Imported Notes&quot;.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true">Navigate to Configuration &gt; Tickets &gt; General Setting. Head to the Imports section and click the &quot;Import Actions&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5YjY1MDRhLWRlZjctNGM4MS04OTU4LWJmMDliMjEzNzQ0ZiJ9.HUO4dwQu-oZT3d94ToH2mwkMkhpYjWhaJNk-wseVbhQ" class="fr-fic fr-fil fr-dib" width="723" style="width: 725px; height: 214.019px;" height="214"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 9. Import Actions button</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. If open, close the File Exlplorer, and click &quot;Download Samples&quot; to download the XLS templates.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmNzBmMjZmLWE4MGItNDIzMi04NTgzLTkyYzFmZDhkZGIwZiJ9.GUFyoaqTsYPCv03ZnnA-YbTUlqwR_90LbvSL4d_zmy0" width="1078" style="width: 1080px; height: 301.248px;" height="301" class="fr-fic fr-dii"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 10. Download Samples option</strong></span></p><p><br></p><p data-pasted="true">This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreasheets&quot; which when opened will show all available XLS templates.</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot; Actions&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzZDQ1MzdmLTUzMjQtNDZmOS05Y2MyLWVjNmFlYjg4OWE4NCJ9.V7YHik9VCjL5wzRKRVUFIkKwxYBB9VPU4fyVvEcm6l4" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 189.587px;" height="190"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 11. &nbsp;Actions&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MTdkMTI0LTQ0NDItNGVhOS1iNmM3LTM0NjIwMjcwNzVkNiJ9.hvqatNI-6YUup8C-l4Gm8u9cenyMXOp8AVGiwrMtgaw" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 278.092px;" height="278"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 12. Import Data sheet</strong></span></p><p><br></p><p data-pasted="true">You can now enter your Action data in the relevant column. &nbsp;</p><p><br></p><p><strong><em>Note: The Ticket must exist prior to running the import for the Actions to show.</em></strong></p><p><br></p><p>Once you have entered all the Action data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Tickets &gt; General Settings, and click &quot;Import Actions&quot;.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5YjY1MDRhLWRlZjctNGM4MS04OTU4LWJmMDliMjEzNzQ0ZiJ9.HUO4dwQu-oZT3d94ToH2mwkMkhpYjWhaJNk-wseVbhQ" width="723" height="214" 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: 725px; height: 214.019px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 13.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Import Actions button</strong></span></p><p><br></p><p data-pasted="true">If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0N2RlZDlkLTNlYWQtNGRiMC1hZDVjLWNlZWZkYmFiODE1MCJ9.4Cjdo_2M5ZAFQI2GxsZi63dBuqA9i4oqlSkBXfibBgA" width="1101" style="width: 1103px; height: 321.214px;" height="321" class="fr-fic fr-dii"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 14.&nbsp;</strong></span><span style="font-size: 10pt;"><strong>Choosing a file</strong></span></p><p><br></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNjU2ZWE3LTU2NmMtNDRmMC1iZGM3LWZhNzNhZGY4ZDJjYSJ9.12sroPdZ94gAsqE-H01gW3ArUARt5QN-LUpvCuIRYag" class="fr-fic fr-fil fr-dib" width="1114" style="width: 1116px; height: 201.937px;" height="202"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 15.</strong><strong>&nbsp;</strong></span><span style="font-size: 10pt;"><strong>Importing values</strong></span></p><p><br></p><p>Your Actions will now show as imported notes against the specified Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMDAzNjc2LWZhYjktNDI0YS05ZDdjLTllMmM1YjkyZjQ5NiJ9.uDoNwhE1F6SZaPwH4V46OtDXbhinFfGjkuR8tHxweYw" class="fr-fic fr-fil fr-dib" width="1091" height="908"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 16.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Imported Actions</strong></span></p><p><br></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Finding additional fields to Import&nbsp;</strong></span></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Custom Fields</strong></span></p><p>Custom Fields can be imported via the Spreadsheet. To do this add the Custom Field name to import, prefixed with &quot;CF&quot; as the Column Header. For example, &quot;CFdesktoptype&quot; (As custom fields do not contain spaces).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NWRiZjkxLWZmMDgtNGMzMy05MWQ2LWMwODYyOTg1MTg4YiJ9.VyCbpZDaU64RPt5Kf5LxrMbqBvgpDiGS7tSsmGxZz6s" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 80.0369px;" height="80"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 17.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Importing Custom Fields</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 12pt;"><strong>System Fields</strong></span></p><p>If there is a particular field you would like to populate upon import you can add this to the spreadsheet. To find the correct header name for this field you will need the JSON name of the field. To find this, simply append &quot;&amp;showfieldnames=true&quot; on your URL. This will display your instance with the JSON field names in braces (curly brackets) above the field.&nbsp;</p><p><br></p><p><em><strong>Note: This method may not work for all fields. If you are unable to import to a certain field in Halo please contact Support for assistance.&nbsp;</strong></em></p><p><br></p><p>In the below example I am looking to set the &quot;Purchase Order Number&quot; for my Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkOWEyZmJiLWZiMjQtNDBlMi04ZTdkLWE5YTA2NTg1ODExYiJ9.X2kVkJlPkPA5jQ_oNPq3zSzRkog7W5UiTyqdiqdQbzg" class="fr-fic fr-fil fr-dib" width="1028" style="width: 1030px; height: 642.359px;" height="642"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 18. JSON field name</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true">Copy the value between the brackets and paste this as a column header.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5NGI3MWQxLTlmMzItNGVmYi05NmRjLTI0Yjg5NmVkZWQ5NiJ9.g16q9Nys5BqIPl-3KhHm5Waby44geTSdOwuU-_eRwYU" class="fr-fic fr-fil fr-dib" width="690" style="width: 692px; height: 137.826px;" height="138"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 19. <span style="font-size: 10pt;" data-pasted="true"><strong>Adding the <span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Purchase Order Number</strong></span>&nbsp;</strong></span></strong></span></strong></span></strong></span></strong></span></strong></span></strong><strong><span style="font-size: 10pt;" data-pasted="true"><strong>field&nbsp;</strong></span></strong></span>to the import spreadsheet&nbsp;</strong></span></strong></span></p><p><br></p><p>Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExODQzZDkwLTU5Y2QtNDRjNi05NGNjLWRkZTIyYzY0YTFkNCJ9.Wr2mqz3iEB0rC8i55374P_MVJ4FYVFtvzKbBVOs-6Ac" class="fr-fic fr-fil fr-dib" width="1078" height="898"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 20. Imported <span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong><span style="font-size: 10pt;" data-pasted="true"><strong>Purchase Order Number</strong></span>&nbsp;</strong></span></strong></span></strong></span></strong></span></strong></span></strong></span></strong></span>field</strong></span></p><p><br></p><p data-pasted="true"><strong>Alternative method for finding System Fields and Field Values</strong></p><p>If using the JSON name does not successfully import the values to the field, or if you need to know the format for the value you are importing into a field, you can use the Developer Console to find the correct header name. First locate the field in Halo, before editing the field you will need to open the Developer Console which can be accessed by clicking function (fn) and f12. Now edit the field, setting the value to the value you would like to import, and view the changes in the Network tab of the Developer Console.&nbsp;</p><p><br></p><p>In the below example I am looking to set the &quot;Impact&quot; field on my Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MGE1MDBkLTEwMTItNDJiNC05Y2IxLTlhNmJmYTcyZjBlZCJ9.UATUjfbycPmrSrPUBFTaQ_pdEq9fhXV-8jIo1Z3WsE0" class="fr-fic fr-fil fr-dib" width="1088" style="width: 1090px; height: 503.358px;" height="503"></p><p><span style="font-size: 10pt;"><strong>Fig 21. Network tab</strong></span></p><p><br></p><p>Once I have edited the field to my desired value and clicked out of the field, additional entries will show. Select the entry with the entity name, in this case &quot;Ticket&quot;, as this is the entity being updated. Click the &quot;Payload&quot; tab and expand the section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkMGRhMWI5LTVmOTAtNDE1NS1hZDlkLTZjYTAyYTg0ZjJlYSJ9.xHbnojUt5DQVtB54iEVyKYqg3Kk1KQyYk3tyCmKqGbI" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 498.768px;" height="499"></p><p><span style="font-size: 10pt;"><strong>Fig 22. Payload from editing the Impact field</strong></span></p><p><br></p><p>Extract the name of the field that has changed. This will be the column header in your spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MzcxZDU3LTg2NjYtNDhjNy05NGNlLWUzMTMwMDU0ZmMwOCJ9.V2hlosHnFQrcC9DohGUqKg3vi9b44P0w7ppMZnwj7pk" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 191.615px;" height="192"><span style="font-size: 10pt;"><strong>Fig 23. Impact in the Dev Tools</strong></span></p><p><br></p><p>To work out the value you need to enter under this column, look for the value shown in the payload after the field name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyMWI3OTAxLTJiMDMtNDdlYy05MzgyLWQxYzBhMDBlM2M1NyJ9.jovyMjQBQqsOKUKjTQQbvhd6FbsntzJh-IB5mwgKXIY" class="fr-fic fr-fil fr-dib" width="683" style="width: 685px; height: 201.313px;" height="201"></p><p><span style="font-size: 10pt;"><strong>Fig 24. Impact set to &quot;Single User Affected&quot; in the Dev Tools&nbsp;</strong></span></p><p><br></p><p>Add the field name as a new column header on your spreadsheet, and fill in the values accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNzYzYWMzLWJjNzktNDc0Zi1iNDhhLWY2NzRjYjk2YjgwYiJ9.mPudbQzHx2k6Hjb3c4x_u6wXjbNF299XBX-N7scVZA0" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 70.6714px;" height="71"></p><p><span style="font-size: 10pt;"><strong>Fig 25. Adding the Impact field to the spreadsheet</strong></span></p><p><br></p><p>Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmMTlhMWNjLTJhOGItNDA1OC04ZTI5LTQ4NTc3NDQwMjgxYSJ9.9v6MHveaj2o_crkqrOVTv6HwXd0k1_slJk_adpXap8I" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 741.275px;" height="741"></p><p><span style="font-size: 10pt;"><strong>Fig 26. Imported Impact</strong></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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- How to Import Clients &amp; Sites using CSV/XLS/Spreadsheet Method</strong></p><p data-pasted="true"><strong>- How to Import Users using CSV/XLS/Spreadsheet Method</strong></p><p data-pasted="true"><strong>- Finding additional fields to Import&nbsp;</strong></p><p><br></p><p data-pasted="true"><strong>Configuration Settings Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1415" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Users General Settings</strong></a></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">How to Import Clients &amp; Sites using CSV/XLS/Spreadsheet Method</span></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This guide covers how to import Clients and Sites using an XLS Template. This spreadsheet is used for creating new, or updating existing Client and Site Records.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>Navigate to Configuration &gt; Users &gt; General Setting. Head to the Imports section and set the &quot;Unique identifier for Clients&quot; and &quot;Unique Identifier for Sites&quot;. The fields specified here will be used to match imported records to existing records, allowing existing Clients and Sites to be updated rather than duplicated. Sites will always take into account the Client, meaning even when matching on name you can create multiple Sites with the same name, providing they belong to different Clients.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyN2VjMDVkLTBkMzMtNGI4OS1hNjI0LWE5YjViMjQ1MmE2OCJ9.-9zInDst_vYyUqJIgekb3DMUzDuh8-ODydVYrWkVpIc" class="fr-fic fr-fil fr-dib" width="880" style="width: 882px; height: 540.385px;" height="540"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 1. Unique identifiers</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. Click the hyperlink shown in Figure 1, or open the import screen and click &quot;Download Samples&quot; to download the XLS templates. This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.&nbsp;</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot;Clients and Sites&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NjZlZGJhLTY0M2EtNDAzMy1hNTZhLTlmOTczYjUxM2EyOCJ9.hZQEeIh3hCyhqTO9LlYB4LxG0EmNaFkSKkLki4wP69Y" class="fr-fic fr-fil fr-dib" width="1071" style="width: 1073px; height: 402.25px;" height="402"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Clients and Sites XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmYzNhYTMyLWI0ZjgtNGI5Yy04NDBhLWY0MTM2NGNiMDc5NyJ9.FN_f5Pi4OugFBFqkQvM40cypaJfosqriQBqBGV82tUs" class="fr-fic fr-fil fr-dib" width="1072" style="width: 1074px; height: 181.302px;" height="181"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3. Import Data sheet</strong></span></p><p><br></p><p>You can now enter your Client and Site data in the relevant column. If you are creating multiple sites under one Client, add each Site as a new row, ensuring the field set as the &quot;Unique identifier for Clients match on each, while the &quot;Unique identifier for Sites&quot; differs.</p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>Important! You must ensure the Unique identifier for your Clients and Sites are included in this file in order for existing records to be matched. If the unique identifier is not present a new record will be created for every Client and Site.</strong></span></p><p><br></p><p>Once you have entered all Client and Site data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Users &gt; General Settings, and click &quot;Import Customers &amp; Sites&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MzRiNTU1LTA5MzktNGFhNS04MmMwLTQ2MjE3YzFlY2FmYiJ9.xctFFS3Gl5yXTpBcg6oZ9aNV_7aMRdaXUaEpX67uH4Q" class="fr-fic fr-fil fr-dib" width="1002" style="width: 1004px; height: 614.616px;" height="615"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 4. Import Clients and Sites button</strong></span></p><p><br></p><p data-pasted="true">If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkYjUzNTZlLWM1NDktNGIxMS1iZmM4LTI2YmE0OWUzOWI5ZCJ9.jU6sH_tkqiy5kPKxuF_L7spfNLZM6PSq7JKHL_5LSV0" class="fr-fic fr-fil fr-dib" width="1196" style="width: 1198px; height: 348.348px;" height="348"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 5. Choosing a file</strong></span></p><p><br></p><p data-pasted="true">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwNjEwNDBkLTFhMjEtNDU3Yy1iNThmLTM4MTI5NzQ4ZmNhZSJ9.jSfKtj2NeADVmKVLg04F6OZolk8sJhGpZALOaucfVSw" class="fr-fic fr-fil fr-dib" width="1196" style="width: 1198px; height: 266.53px;" height="267"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 6. Importing values&nbsp;</strong></span></p><p><br></p><p data-pasted="true">You will now see any new records in your Client/Site Area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5ZWQ5ZTFjLWMyNzAtNDg2Ni05MDc3LTFiNmQwMDBiZDY2MiJ9.nZl3zeF0iKBY_jyguoV7S-6cPqUZz5JcxCv9z-TnF8U" class="fr-fic fr-fil fr-dib" width="1201" style="width: 1203px; height: 292.396px;" height="292"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 7. Imported Clients&nbsp;</strong></span></p><p><br></p><p><strong><em>Note: To import Clients as Accounts, simply select the &quot;Import Accounts&quot; option in Configuration &gt; Users &gt; General Settings instead. The same XLS template can be selected here, the import will automatically apply the criteria to create the Client as an Account. This button will only show if Accounts and Prospects have been enabled.</em></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>How to Import Users using CSV/XLS/Spreadsheet Method</strong></span></p><p data-pasted="true">This guide covers how to import Users using an XLS Template. This spreadsheet is used for creating new, or updating existing User Records.</p><p><br></p><p>Navigate to Configuration &gt; Users &gt; General Setting. Head to the Imports section and set the &quot;Unique identifier for Users&quot;. The fields specified here will be used to match imported records to existing records, allowing existing Users to be updated rather than duplicated.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmZDY4Zjg5LWYzOGQtNGJhNi05OTlkLWQwYWYzODI4NWI2NCJ9.NJSsCdyA8NAMTyDlRsdkP4wsNxpBtid27Nrp2GJXzg4" class="fr-fic fr-fil fr-dib" width="1014" style="width: 1016px; height: 622.058px;" height="622"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 8. Unique identifiers</strong></span></p><p><br></p><p data-pasted="true">Next you will need to configure your XLS file ready to be imported. Click the hyperlink at the top of Figure 10, or open the import screen and click &quot;Download Samples&quot; to download the XLS templates. This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p data-pasted="true">Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.</p><p><br></p><p data-pasted="true">Within this folder locate and open the XLS file titled &quot;Users&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2NmU2MDFkLWFkZTMtNDhkZi1iMGVlLTc3MjcwMjZhMGY1OSJ9._MRG9zdeoWZRMW6uthL_lA2uCJ0AfhYaunu16DKCHZc" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 596.741px;" height="597"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 9. Users&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">XLS template</strong></span></p><p><br></p><p data-pasted="true">Click into the &quot;IMPORT DATA&quot; sheet and, without changing the blue column headings, remove the example data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNmRkZjg3LTJmNDctNGZjZi04MDM4LWE2ODU1OTcwOTY4OCJ9.nFba9anNOdD0hqjNdD2sLUg3eh_WZrHhmt6AhKdAkdw" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 271.585px;" height="272"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 10. Import Data sheet</strong></span></p><p><span style="font-size: 10pt;"><strong>&nbsp;</strong></span></p><p data-pasted="true">You can now enter your User data in the relevant column. &nbsp;</p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>Important! You must ensure the Unique identifier for your Users is included in this file in order for existing records to be matched. If the unique identifier is not present a new record will be created for every User. &nbsp;</strong></span></p><p><br></p><p>Once you have entered all User data, save your spreadsheet with an identifiable name.</p><p><br></p><p>In Halo, return to Configuration &gt; Users &gt; General Settings, and click &quot;Import Users&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0Yjk5ZjMxLWI4ZTktNDMzMi1iZTdmLTU3ZTJiNzg5MGZiOCJ9.Wju3aXLg5RzFlhhEukNaU0oKzxOXPRYt1_JKDLS1UAM" class="fr-fic fr-fil fr-dib" width="1047" style="width: 1049px; height: 642.404px;" height="642"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 11.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Import Users button&nbsp;</strong></span></p><p><br></p><p>If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwODRmMjIwLTgxMzktNGUwNy1hOWU1LTY1MWRhZDRkZjBlMSJ9.JtWPr4pWxNYAvCAHwdZJ0QHpXgfIX97r-HfrEt0jfnE" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 354.414px;" height="354"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 12.&nbsp;</strong></span><span style="font-size: 10pt;"><strong>Choosing a file</strong></span></p><p><br></p><p data-pasted="true">Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click &quot;Start&quot; to run the import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MzA2ZDc5LTE5NDItNGExYS1hZWI3LTg3YTNhNzU1YmY4YyJ9.NLlrk9eHzCvpm17-iDT4AT9J9FpiL_AiQgVCBpYBvgU" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 629.604px;" height="630"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 13.</strong><strong>&nbsp;</strong></span><span style="font-size: 10pt;"><strong>Importing values&nbsp;</strong></span></p><p><br></p><p data-pasted="true">You will now see any new records in your Users Area, and in the Sites &amp; Users tab of the relevant Client.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZDAyNjI0LWVlYTAtNDNiYi04NThmLTYyOTJiNzMwODdlOSJ9.fiAvh9dS1QNYwqZWjDJOVMMtUmlnPTy53n8I_jITUGg" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 448.739px;" height="449"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 14.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Imported Users&nbsp;</strong></span></p><p><br></p><p data-pasted="true"><strong><em>Note: To import Users as Prospects, simply select the &quot;Import Prospects&quot; option in Configuration &gt; Users &gt; General Settings instead. The same XLS template can be selected here, the import will automatically apply the criteria to create the User as a Prospect.<strong data-pasted="true"><em><strong data-pasted="true"><em>&nbsp;This button will only show if Accounts and Prospects have been enabled.</em></strong></em></strong></em></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Finding additional fields to Import&nbsp;</span></strong></p><p><span style="font-size: 12pt;"><strong>Site Fields</strong></span></p><p data-pasted="true">To import specific Site Fields to your spreadsheet, you will need to add columns with the Site Field name to import, prefixed with &quot;SF&quot; as the Column Header. For example, &quot;SFSite Access Code&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyMzBjMTIxLWYyZDYtNGQ0MC1hNjgxLTBkNWMyYTkyODM1ZSJ9.GYRiKWIGF7ccOlu77KEVzYWvCEtGITLLa0EDsUPfSA4" class="fr-fic fr-fil fr-dib" width="1271" style="width: 1273px; height: 80.4687px;" height="80"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 15.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Importing Site Fields</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Custom Fields</strong></span></p><p><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer">Custom Fields</a> can be imported via the Spreadsheet. To do this add the Custom Field name to import, prefixed with &quot;CF&quot; as the Column Header. For example, &quot;CFImportantUser&quot; (As custom fields do not contain spaces).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiYjNkMDMwLTI2MDAtNGM0Yy05MjU0LWM0NzhkZjE1ZjcxZCJ9.dCKiFFcEsXfPy3QPIvSODgIvvUeLuS0cRCOyoaCszCQ" class="fr-fic fr-fil fr-dib" width="1268" style="width: 1270px; height: 134.482px;" height="134"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 16.&nbsp;</strong></span><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Importing Custom Fields</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>System Fields</strong></span></p><p data-pasted="true">If there is a particular field you would like to populate upon import you can add this to the spreadsheet. To find the correct header name for this field you will need the JSON name of the field. To find this, simply append &quot;&amp;showfieldnames=true&quot; on your URL. This will display your instance with the JSON field names in braces (curly brackets) above the field.&nbsp;</p><p><br></p><p><strong><em>Note: This method may not work for all fields. If you are unable to import to a certain field in Halo please contact Support for assistance.&nbsp;</em></strong></p><p><br></p><p>In the below example I am looking to set the &quot;Account Manager&quot; for my Client.</p><p 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;'><br></p><p 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;'><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmZGE1NGEwLWNmMTQtNDlhOC05MGY4LTBhMWI4M2EyM2Q1NyJ9.5-qAmAWsWi2a_3LfBbDy_6_eztWakPzVTfd7TDMfchw" class="fr-fic fr-fil fr-dib" width="1078" style="width: 1080px; height: 386.005px;" height="386"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 17. JSON field name&nbsp;</strong></span></p><p><br></p><p data-pasted="true">Copy the value between the brackets and paste this as a column header.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlZDYzYTZiLWMxY2UtNGRiMS1iNzhmLWFiNDBmYmRhYzY5MSJ9.OMaNYbHRRqAYpvhjirVNHbn02x68zDnu_1ZpYcU94TU" width="838" height="145" style="max-width: 100%; height: 144.972px; text-align: left; width: 840px;" class="fr-fil fr-dib"><span style="font-size: 10pt;"><strong>Fig 18. Adding the Account Manager field to the import spreadsheet&nbsp;</strong></span></p><p><br></p><p>Run the import as normal, and the field will update to the specified value.</p><p 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;'><br></p><p 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;'><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViMTE4MGYwLTJlZGYtNDUxZC1iODhkLTJlMzU1YjgwMjAxZCJ9.j5s2V83mh75KXpvHiB_RnnU7EoIPUfbvbSCIhP41i48" width="931" height="430" style="max-width: 100%; height: 429.51px; text-align: left; width: 933px;" class="fr-fil fr-dib"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 19. Imported Account manager field&nbsp;</strong></span></p><p 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;'><br></p><p data-pasted="true"><strong>Alternative method for finding System Fields and Field Values</strong></p><p data-pasted="true">If using the JSON name does not successfully import the values to the field, or if you need to know the format for the value you are importing into a field, you can use the Developer Console to find the correct header name. First locate the field in Halo, before editing the field you will need to open the Developer Console which can be accessed by clicking function (fn) and f12. Now edit the field setting the value to the value you would like to import, and view the changes in the Network tab of the Developer Console.&nbsp;</p><p><br></p><p>In the below example I am looking to set the &quot;Product tax code&quot; for my Clients.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4YTEzYmIzLWZhOTMtNGViMS04YzBiLTE2YjQxODUzMTI3YyJ9.vV8greFk2XAl8SuhiR-DIsdFpeB7lbp9waRrFVCVPXE" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 508.391px;" height="508"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 20. Network tab</strong></span></p><p><br></p><p>When I click &quot;Save&quot; additional entries will show. Select the entry with the entity name, in this case &quot;Client&quot;, as this is the entity being updated. Click the &quot;Payload&quot; tab and expand the section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMTI2ZDVhLWM3MGYtNGEwZi1hNTdmLTkxNjNmNDVlNWRkMiJ9.SvKjAR8CV7xLQx0RJ7jQfO1uSANf15Y71N1va-sC1e0" class="fr-fic fr-fil fr-dib" width="1158" style="width: 1160px; height: 425.863px;" height="426"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 21. Payload from editing the Product tax code field</strong></span></p><p><br></p><p>Extract the name of the field that has changed. This will be the column header in your spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNWRlYTNjLTcxYWEtNDU3Ni04MDgwLThmNjljYmExOTk3ZSJ9.hMnGCPvPo8vWp0saQL8Z-gP3w0IDmsgAusIQCJPixpc" class="fr-fic fr-fil fr-dib" width="472" height="163"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 22. Product tax Code in the Dev Tools&nbsp;</strong></span></p><p><br></p><p>To work out the value you need to enter under this column, look for the value shown in the payload after the field name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwYzg5MzA3LTRiMGQtNDcxNC05NmU3LTRiOTcxODdhYzY4ZiJ9.vK4YJZuOd_CYKyoNB5hVF-blJe0ke1wDVhCAHBXYDlM" class="fr-fic fr-fil fr-dib" width="472" height="163"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 23.&nbsp;</strong><strong>Product tax Code set to &quot;Sales Tax 20%&quot; in the Dev Tools&nbsp;</strong></span></p><p><br></p><p>Add the field name as a new column header on your spreadsheet, and fill in the values accordingly.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlOGJkOGFlLTY3MjEtNGYyZC05MGI0LTRkNDQxY2U4N2MzMyJ9.xuiuXADspQxub22eqy73HH7EisUwVylQjAgEjFoQ8jQ" class="fr-fic fr-fil fr-dib" width="1149" style="width: 1151px; height: 86.4724px;" height="86"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 24. Adding the&nbsp;</strong><strong>Product tax Code field to the spreadsheet</strong></span></p><p><br></p><p>Run the import as normal, and the field will update to the specified value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NzdmY2FjLTZkNWItNDc0MS04NTVmLTQyMjcyOTAyZDE4MSJ9.L4ws4CR1M37RH7mcd-Mk4eVnJOCwNj1-dHFfcTn72OU" class="fr-fic fr-fil fr-dib" width="1007" style="width: 1009px; height: 408.907px;" height="409"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 25. Imported P</strong><strong>roduct tax Code</strong></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><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- What Is Pre-Pay V2?</strong></span></p><p><span style="font-size: 11pt;"><strong>- Switching To Pre-Pay V2</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Enabling Pre-pay v2</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Enabling Ready For Expiry</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Recalculate Pre-pay Expiry Records</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Recalculate Billing</strong></span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong>- Re-expire Pre-pay</strong></span></p><p><span style="font-size: 11pt;"><strong>- Using Pre-Pay V2</strong></span></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong><a href="https://usehalo.com/halopsa/guides/1955/" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Pre-pay</strong></a></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong></span><a href="https://usehalo.com/halopsa/guides/1355/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; user-select: auto; 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;"><strong><span style="font-size: 11pt;">Pre-pay (configuration settings)</span></strong></a></p><p><br></p><p><span style="font-size: 11pt;">This guide should be used if you have been advised to switch your pre-pay calculation method to v2.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>This article is a guide on switching your pre-pay calculation method, it is not a guide for setting up pre-pay. The process for configuring pre-pay has not been changed</strong>, so setting up pre-pay for a customer is the same process regardless of whether you are using pre-pay calculation method v1 or v2. Therefore, for details on how to set up pre-pay, please do refer to <a href="https://usehalo.com/halopsa/guides/1955/" target="_blank" rel="noopener noreferrer" data-pasted="true" style="font-size: 11pt;">the Pre-Pay guide</a>.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Important: when performing your recalculations for switching to this method, it is important to recalculate as far back as your records go.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="color: rgb(184, 49, 47); font-size: 11pt;">Pre-pay V2 is available from version 2.238+.</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What Is Pre-Pay v2?</span></strong></p><p><span style="font-size: 11pt;">A second calculation method has been added as an option for pre-pay calculations. This calculation method locks actions against specific buckets of pre-pay when that pre-pay has been expired so that, post-expiry, it cannot change from the bucket of hours it was deducted from and is fully locked in the event of billing recalculation.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">An area called &quot;Ready For Expiry&quot; has also been added that allows for manual control of expiration of pre-pay records, if you do not want to control this then you can leave this area disabled and continue to use automatic expiry. However, as pre-pay v2 locks actions once pre-pay has expired, it is advised to enable the ready for expiry area so that you can ensure all pre-pay actions are correct prior to locking.&nbsp;</span></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Switching To Pre-Pay V2</span></strong></p><p><strong><span style="font-size: 12pt;">Enabling Pre-pay v2</span></strong></p><p><span style="font-size: 11pt;">You must first enable the new calculation method for pre-pay. To do this, navigate to Configuration &gt; Billing &gt; Pre-pay and switch your &quot;prepay calculation method&quot; to &quot;v2&quot;.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzMjBjMzhmLTk0N2MtNGRlYi1iMDZiLWEzZTNjMmE2ZDU0ZSJ9.vUzMtXh7U9Dgx_Tuip33g85X7sRvrmdWNYAYXx2laAc" class="fr-fic fr-fil fr-dib" width="916" style="width: 918px; height: 490.194px;" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 1. Switching to the new pre-pay calculation method</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This calculation method locks actions against specific buckets of pre-pay when that pre-pay has been expired so that it cannot change post-expiry in the event of billing recalculation.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Enabling Ready For Expiry</span></strong></p><p><span style="font-size: 11pt;">A new area called &quot;Ready For Expiry&quot; has also been created for pre-pay records. When enabled, this new area prevents automatic expiry of pre-pay records and instead places them in a holding area similar to the awaiting review area for labour invoicing. Although this area is optional, we strongly encourage it as it allows for you to check and amend any pre-pay actions for that period prior to the pre-pay being expired and the associated actions locked.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable this area, navigate to Configuration &gt; Billing &gt; Pre-pay and enable the setting to &quot;use Ready For Expiry for expiring prepay&quot;.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmOTc5OTM2LTEyNTAtNDhkYy05YTQ3LTQzM2JjMDFiMjAxOSJ9.63cIqbCiJ45PIv9Hx6Q-TMCLjSLrzciYSbYa6WFKOLQ" class="fr-fic fr-fil fr-dib" width="904" style="width: 906px; height: 439.842px;" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling the &quot;Ready For Expiry&quot; area that prevents automatic expiry of pre-pay</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This area will then appear in both the customers and contracts areas of your Halo, this is to account for both customer level pre-pay and contract level pre-pay. Customer level pre-pay will only show in the customer level ready for expiry area, contract level pre-pay will only show in the contract level ready for expiry area.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMWNkMTAxLWUxNTEtNDA3MC05NWUzLTBhOTU4ZGExNWNiMiJ9.0oBxeAsWx_YI5XhTJjmXpZqeUJMuapL70ldKD6DNM0E" class="fr-fic fr-fil fr-dib" width="961" style="width: 963px; height: 430.19px;" height="430"></p><p><strong><span style="font-size: 10pt;">Fig 3. The ready for expiry area in the customers area of Halo</span></strong></p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note: The date that you create the expiry record will not impact the actual date of expiry for that pre-pay record nor will it impact the length of that pre-pay period. Being able to manually create the expiry record simply gives you time to edit actions before they are officially locked.</span></em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Recalculate Pre-pay Expiry Records</span></strong></p><p><span style="font-size: 11pt;">Now that pre-pay v2 has been enabled, you can begin recalculations.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">First you should recalculate your pre-pay expiry records. To do this, navigate to a relevant customer or contract and click into the pre-pay tab. At the bottom of this page there is the &quot;Pre-Pay Records&quot; section, edit the page and you can then edit the records using the pencil icon on the record.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0MzMxN2NiLWQ5OTgtNDQzMC1hN2JhLWExNTZhZmE5MGMwNyJ9.O70WmW7DBFdRRwKesP-CUYvrRQGr_xgGKpfznNxDhz8" class="fr-fic fr-fil fr-dib" width="745" style="width: 747px; height: 462.501px;" height="463"></p><p><strong><span style="font-size: 10pt;">Fig 4. Editing a pre-pay record in the pre-pay tab</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Selecting this icon brings up the modal screen for editing the pre-pay record. Make any amendments to the record if necessary and then select &quot;recalculate expiry records&quot; before saving.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMzNiYWEwLTBiODQtNGFjOC1iNWQ0LWM1YmEzZDNmOWIyMCJ9.CT89NOGu-gd4oH-fR-vvQXiO0vErM8WMOjIehDggNeY" class="fr-fic fr-fil fr-dib" width="862" style="width: 864px; height: 709.977px;" height="710"></p><p><strong><span style="font-size: 10pt;">Fig 5. The setting to recalculate pre-pay expiry records</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You should recalculate all records as far back as your records go, you should do this regardless of whether you have made edits to your actions or not. It is important to align the calculation method used for all pre-pay records, issues can arise from different methods being used for different periods.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Recalculate Billing</span></strong></p><p><span style="font-size: 11pt;">Once the pre-pay expiry records have been recalculated, you can then recalculate billing for any relevant tickets or time periods. This can be done at ticket level or at customer level.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To recalculate billing at an individual ticket level, navigate to a relevant ticket and hover over the three dots in the top right corner.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwYTRmY2ViLTliODItNDZkZS05ZjdlLTcwNzg0MDQ4OGI1MyJ9.Bs-apMyYZULkWp3fReZ_RezHMkR9R4RYP5bvVtowLQE" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 626.631px;" height="627"></p><p><strong><span style="font-size: 10pt;">Fig 6. Recalculating billing at ticket level</span></strong></p><p><br></p><p><span style="font-size: 11pt;">To recalculate billing for multiple tickets at once, select all relevant tickets in a ticket list, hover over the &quot;Edit&quot; that appears and select &quot;Recalculate Billing&quot;.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMjQzMDU5LTViMzAtNDY4ZS04ZjVkLWI5OTdhNTM4ZWU5ZCJ9.908C13smmEmx46hZ9RcxKMTyuO4w0X1_rCOtqZUDKHQ" class="fr-fic fr-fil fr-dib" width="847" style="width: 849px; height: 554.96px;" height="555"></p><p><strong><span style="font-size: 10pt;">Fig 7. Recalculating billing for multiple tickets in bulk</span></strong></p><p><br></p><p><span style="font-size: 11pt;">To recalculate billing at customer level, navigate to the relevant customer and select the &quot;Recalculate Billing&quot; button at the top. Using this button will allow you to recalculate billing for all Tickets within a chosen time period.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5ZjdlYWYzLTc3MDUtNDIzYi1hNTJhLThhNWE0Zjg5NjYzMSJ9.VLLIiE_gGPpr93J-vp6U5qyq4ujnS3YF6SwRbxvz-R8" class="fr-fic fr-fil fr-dib" width="853" style="width: 855px; height: 599.466px;" height="599"></p><p><strong><span style="font-size: 10pt;">Fig 8. The button to recalculate billing at customer level</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><em><span style="font-size: 11pt;">Note: only administrators have access to the &#39;recalculate billing&#39; button at customer level.</span>&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Re-expire Pre-pay</span></strong></p><p><span style="font-size: 11pt;">Once all recalculations have taken place and you are happy with the corrected data, you can then re-expire the relevant pre-pay records if needed.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To do this, depending on whether you are working with customer level pre-pay or contract level pre-pay, navigate to the relevant ready for expiry area.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3NmNiZDY1LTNlYzAtNDIyOS1iNjM2LTQ5Yzc5NThmNjMwZiJ9.gAr8olNOesjJ4OllSbYka2fxfpts6y2q-36Yc1HNUfA" class="fr-fic fr-fil fr-dib" width="902" style="width: 904px; height: 461.594px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 9. Re-expiring any relevant pre-pay records</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Select any relevant pre-pay records and select the &quot;create prepay expiry&quot; button in the top right to expire the records and lock all actions against them.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: when a pre-pay record is expired, any pre-pay records for periods before that one will also be expired. For example, if the pre-pay record for May is expired but April&#39;s has not been, then April&#39;s will also be expired.&nbsp;</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you have not chosen to enable the ready for expiry area and are still using automatic expiry instead, then you can use the &quot;recalculate prepay&quot; button against the client to recalculate all pre-pay records and expire all relevant records that are ready for expiry.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmNmFiNzBjLTNjZTgtNGRkYy1hNDE1LTE5MWRhYTAxNWIzNiJ9.9eyGQkReb0y0v4sCvAizIWzYsnPAFJ8kx6kngt9XNfo" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 464.059px;" height="464"></p><p><strong><span style="font-size: 10pt;">Fig 10. The option to recalculate prepay at client level</span></strong></p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note: only administrators have access to the &#39;recalculate prepay&#39; button at customer level.</span></em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Using Pre-Pay With V2 Calculation Method</span></strong></p><p><span style="font-size: 11pt;">As mentioned at the top of this guide, setting up pre-pay has not changed with this calculation method. However, you will notice that, when actively using pre-pay, there are some changes.&nbsp;</span></p><p><span style="font-size: 11pt;">In this section below is a worked example using pre-pay with the v2 calculation method, and an outline of the changes that have been added in to the pre-pay functionality.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">In this example, as illustrated in Figure 11, Acorn Construction has 10 hours of pre-pay per month and those 10 hours expire at the end of each month.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzOTgyM2E5LTBjMzUtNGRmNy05Mzg2LWYzN2I3YjgxOTQ4ZCJ9.SWUvKl2rqriUtx6LRG7vnfPbvU1M_Ij1hb7xmRakByE" width="1003" style="width: 1005px; height: 752.412px;" height="752" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 11. Pre-pay setup for a Customer in their pre-pay tab</span></strong></p><p><br></p><p><span style="font-size: 11pt;">As you can see in Figure 11, the current bucket of pre-pay for Acorn Construction is set to expire on 30/06/2026. When it reaches the expiry date, it will appear in the ready for expiry area where you can manually expire the pre-pay and lock down the actions associated with that pre-pay.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMjY5YWY4LTY4ZjMtNGU2My05NDc4LWIyNzE5NzBkNWUwNCJ9.bDQCrMosfYz1eavAPot80PH-25C6Ujbs0SeOWEfhpas" width="1088" style="width: 1090px; height: 496.51px;" height="497" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Pre-pay appearing in ready for expiry on its expiration date</span></strong></p><p><br></p><p><span style="font-size: 11pt;">As such, any changes to the actions associated with the pre-pay that would affect billing should take place prior to expiration.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once I am happy for the pre-pay to expire, I can select the relevant pre-pay records in ready for expiry and select the &quot;create prepay expiry&quot; button in the top right of the screen.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NGRkZmQ2LWEyOTQtNGVhNy1iMjk0LTZlNWI4ZGUzMmVkMSJ9.lz-INxXh0hRK8MBtcZUhLuT7UuL2lAi63gKIL35jNWo" width="1077" style="width: 1079px; height: 492.599px;" height="493" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Creating expiry for a pre-pay record</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once you select this button it will ask for confirmation (Figure 14a) and then expire the pre-pay once you confirm (Figure 14b).</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhOTRiYTA5LTgxM2YtNGI2Yi04MmRkLTIxYTYwNjA4MmQzMiJ9.-W66R10vXmAeJdaR6XF8p-D35RFsF4CzH4ueYkvJbxc" width="697" style="width: 699px; height: 271.49px;" height="271" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14a. Confirming pre-pay expiry</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2MGU5Yzk3LTJlMTItNDcyYS1hMDBlLWY1NWJkNzM2Nzk3OSJ9.00VIWGwIytSHTzJY38CIQLbGQV3-GEroNIOXwS83QnQ" width="723" style="width: 725px; height: 179.893px;" height="180" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14b. Confirmation that will show once pre-pay has successfully expired</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The expiry will show as normal in periodic history in the &quot;units expired&quot; column of the table.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MjRkNWYzLTcyMTAtNGMzYi04M2RhLWE3MmIxMjA4NjUyYyJ9.ex-24eP2jzmD7GPtFX7gG_G0rzYjSM800A1VdPZLm3k" width="801" style="width: 803px; height: 325.757px;" height="326" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Periodic history table for a customer with expired pre-pay</span></strong></p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note: Periodic history is now paginated for performance improvements.</span></em></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Against the actions linked to this pre-pay record, some additional features have been added.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When editing an action linked to an expired pre-pay record, you will notice that the setting to &quot;lock time entry and do not recalculate&quot; has been automatically enabled in the &quot;Time Tracking&quot; tab, and that there is no longer an option to recalculate billing against that action (Figure 16).</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0M2RiOWQxLTQ0YjMtNGE1NC04NTM5LWVhOTZjN2UwYzc2MCJ9.X7nTLxPqgVKtmRTB0IVHBtAmqpQ_Y6s7JHPcH7VC37A" width="741" style="width: 743px; height: 675.962px;" height="676" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Once a pre-pay record is expired, the associated time entries are &#39;locked&#39;</span></strong></p><p><br></p><p><span style="font-size: 11pt;">With this setting enabled, billing for this action has been &#39;locked&#39; and any changes made to the action that would usually affect the billing of that action will not affect it. For example, if I change the time spent for the action illustrated in Figure 16 from 3 hours to 4, it will not affect the number of pre-pay hours used even if I recalculate billing for the Ticket or Client (Figure 17).&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2NzNhMWUyLWQyMjktNGExZS1hYzYyLWI3NzNmMDQ3ZDljNiJ9.Dbr4UM2suO08xC7JxKzUkh2VuyrPmUeYhXz8c33ILq8" width="709" style="width: 711px; height: 399.886px;" height="400" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. A locked time entry against an expired pre-pay record will not change at all once locked</span></strong></p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note: This setting is only enabled once the associated pre-pay record has been expired. Until that point, any billing aspect of the action, such as time taken, can be changed and this will affect the pre-pay hours deducted. It is possible to toggle off the setting if you need to edit a locked action linked to an expired record. In the event that this is needed, after making your edits, you must select &quot;Recalculate Prepay&quot; at customer level in order to correct the calculations for that period.</span></em></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Additionally, there is now a &quot;Pre-pay Links&quot; table against actions that can be found in the time tracking tab of the action at the bottom of the page.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxZTU4MjAzLTJmZTUtNGU3ZS1hZGYxLTJkODE3YjE5YzM5MyJ9.FhSaNv1fn4jzY_PIeuUuZcxbK98UUgUdeVhab0wjTb4" width="776" style="width: 778px; height: 328.237px;" height="328" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. The Prepay Links table now against actions</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This table will populate with the expired pre-pay record that the action is linked to - the date column refers to the expiry date of the linked pre-pay.</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 data-pasted="true"><strong>- Initial Setup&nbsp;</strong></p><p><strong>- Creating Down Payments</strong></p><p data-pasted="true"><strong>- Recognising Down Payment Revenue from Fixed Price Projects</strong></p><p data-pasted="true"><strong>- Recognising Down Payment Revenue from Time and Materials Projects</strong></p><p><br></p><p><br></p><p>Deferred Revenue functionality in Halo allows you to take down payments (deposits) for projects upfront, but not yet have this revenue recognised in your accounting tool. You can recognise this revenue later on, when project work has begun and the revenue has been &#39;earnt&#39;. Both fixed price and T&amp;M projects can have the down payment revenue recognised at any point during the project, or when invoicing the final outstanding project amount. Time and material (T&amp;M) projects can also have the down payment revenue recognised as labour (time) is logged on the project.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Initial Setup&nbsp;</span></strong></p><p><strong><span style="font-size: 12pt;">Enable Deferred Revenue</span></strong></p><p><span style="font-size: 11pt;">First, you will need to enable deferred revenue. This is enabled under Configuration &gt; Billing &gt; General Settings, &#39;Enable Deferred Revenue&#39;.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyNTQyZGFlLTdjZmUtNDYzZS05NTk1LWE2NDlhZWIzZjVhYiJ9.cnzq9bkrCxV6mKLZRIJOFuG2_av9DFc9qg_UMpKnDl8" class="fr-fic fr-fil fr-dib" width="733" style="width: 735px; height: 364.155px;" height="364"></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. &#39;Enable Deferred revenue&#39; setting</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now, you can set a &#39;Deferred Revenue Customer&#39; (optional) and a &#39;Product to use for Pre Pay and Deferred Revenue Invoice line&#39; (mandatory).</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Deferred Revenue Customer&nbsp;</strong>- If you would like deferred revenue to be stored against a different customer to the customer that generated the revenue, choose a customer here. If set, all deferred revenue will be stored against this customer until it is recognised. If not set deferred revenue will be stored against the customer that generated the revenue.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Product to use for Pre Pay and Deferred Revenue Invoice line</strong> - Here, choose the product that you would like to represent pre-pay on invoices when using deferred revenue for pre-pay. The product chosen here should be assigned the accounts code used for your deferred revenue. Alternatively, the product can be linked to the item in your accounting integration that is mapped to your deferred revenue account. You may wish to create a new product in Halo for this, as we have done in Figure 1.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Only recognise consigned quantity from the Sales Order</strong> - If enabled, only items that are consigned will be able to be recognised (should a down payment be taken for the item). Enable this if you want to recognise the revenue of an item sold only after it has been consigned to the customer.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Enable Down Payments</span></strong></p><p>Also under, Configuration &gt; Billing &gt; General Settings, you will need to enable &quot;Allow creation of down payment invoices from sales orders&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwNTZkYzEzLTcxZGYtNDI5OC1iYTM4LWFhZjI4N2FmMTQwNCJ9.x134kuidlrTTbGzzUWz5wGZK5B_Q-CNXGJb4XbTSTeY" class="fr-fic fr-fil fr-dib" width="779" style="width: 781px; height: 272.685px;" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable the ability to create down payment invoices from sales orders</span></strong></p><p><br></p><p>This will allow you to take down payments for sales orders. These down payments will have their revenue deferred. The product chosen here should be assigned the accounts code associated with your deferred revenue account. Alternatively, the product can be linked to the item in your accounting integration that is mapped to your deferred revenue account. You may wish to create a new product in Halo for this, as we have done in Figure 2.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Product Setup - Fixed vs Time and Materials Projects</span></strong></p><p>When deferring project revenue using Halo, you will need to create the project ticket from a sales order. The products representing the project on the sales order must be configured accordingly. For information on the general setup of products to allow projects to be created from a sales order checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2035" data-pasted="true">Creating a Project From a Sales Order</a>.</p><p><br></p><p>Against your project products you will also need to set whether the product is being billed using a fixed price or on a T&amp;M basis. This is set using the &quot;Project billing type&quot; field against the project.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4MjkxMTlhLTYzZWYtNDhiZC05YTAxLThmNjMxMzZjZjZiNyJ9.bIca2s7eUDX4Ng_94xRfE3ljpkBb4cF1sblaiqp3b3g" class="fr-fic fr-fil fr-dib" width="1108" style="width: 1110px; height: 519.535px;" height="520"></p><p><strong><span style="font-size: 10pt;">Fig 3. Project billing type for product</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Charge Rates - Time and Materials Only</span></strong></p><p>If billing projects on a T&amp;M basis you will need to create a new charge type(s) to use for deferred revenue. These charge types will need to be marked as being used for deferred revenue to allow the value of the labour to be deferred.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZWIyNDNmLTdjZGUtNDgxMC1hOGEyLWE0Y2M3YTc3MmJjYiJ9.LsR4hvjA1IQMI6BggJgpSM8xuubXXu7LDR3O100Tm5U" class="fr-fic fr-fil fr-dib" width="1128" style="width: 1130px; height: 851.151px;" height="851"></p><p><strong><span style="font-size: 10pt;">Fig 4. Mark charge type as being used for deferred revenue</span></strong></p><p><br></p><p>The rates of your charge type(s) will determine the amount of revenue work generates. It is important to keep this in mind when quoting projects, as if quoting for 10 hours of work, the price of the line should equate to the charge rate x quantity of hours, to ensure value is deferred correctly.&nbsp;</p><p><br></p><p>If you have multiple rates of work, you will need to create multiple deferred revenue charge types, and quote these as separate lines.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Add lines to Project</span></strong></p><p>Once the project has been created from the sales order ensure you add any other lines to the project. This is done using the &quot;Add to Project&quot; action.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5ZjQ1YjAzLTM3NGYtNDU0OS1hZGQ1LTc2YjI1YzUyM2Q1NCJ9.IWsXRURlgfD7P41F42p9oYcwUgyhzoJLnBLpaT2UY9w" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 401.011px;" height="401"><strong><span style="font-size: 10pt;">Fig 5. Add line item to Project</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Down Payments&nbsp;</span></strong></p><p>Down payments are created from the sales order for the project, using the &quot;Create down payment Invoice&quot; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5NzU2ZGI5LWYwMjktNDc1Mi1hZDc1LTNiNmFkMjBjZWE0MCJ9.XQdqPi1seHlykl8hzcD-GEqLbw0nu1KondPy3V-NXyk" class="fr-fic fr-fil fr-dib" width="1385" style="width: 1387px; height: 753.377px;" height="753"></p><p><strong><span style="font-size: 10pt;">Fig 6. Create Down payment&nbsp;</span></strong></p><p><br></p><p>When creating a down payment you have various options to control how much of the order a down payment is taken for.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4MTJlMjczLTczMDktNGEzZi04YWQwLTQ5YmViOWY1MTRhOSJ9.4RngP_ApbpR5qkwY79iJqhDcv_4V7WvcWPrAIcROCDo" class="fr-fic fr-fil fr-dib" width="614" style="width: 616px; height: 801.577px;" height="802"></p><p><strong><span style="font-size: 10pt;">Fig 7. Create down payment</span></strong></p><p><br></p><p>In the Figure 7 example we have selected &quot;Invoice each line with a different percentage quantity&quot; which allows us to choose the percentage of each line we would like to take payment for. The hardware is being invoiced in full, but the labour is being partially invoiced.&nbsp;</p><p><br></p><p>A &#39;down payment invoice&#39; will be created and linked to the sales order.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MGE2MjE0LTlkNTUtNDQyNC04NTFiLWNkN2ZkMDRlMTdhNSJ9.XtfL48PQ8Faw5Isr7RogQWdiyX1S8pXMeIAdhIeZ1ns" class="fr-fic fr-fil fr-dib" width="1618" style="width: 1620px; height: 664.82px;" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 8. Down payment invoice</span></strong></p><p><br></p><p>The names of the lines on the invoice will be copied from the sales order lines, but all lines will use the down payment product (set earlier). This means when the invoice is synced to your accounting tool, the revenue will be attributed to your deferred revenue account.</p><p><br></p><p>This invoice will be sent of to the customer so payment can be taken.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Recognising Down Payment Revenue</span></strong><span style="font-size: 14pt;"><strong>&nbsp;from Fixed Price Projects</strong></span></p><p>Down payments taken for fixed projects can be recognised in one of two ways. The full value of the down payment can be recognised at any point from the ready for invoicing area (manually). Or, the the down payment value can be recognised at the same time as invoicing the outstanding amount on the sales order.</p><p><br></p><p><strong>Recognise Down payment value manually&nbsp;</strong></p><p>To do this head to the &quot;Deferred Revenue&quot; section of the Ready For Invoicing area, here you will see a table containing &quot;Downpayments (from Sales Orders)&quot;.&nbsp;</p><p><br></p><p>Here, select the down payment invoice you would like to recognise, and generate the invoice. &nbsp;&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3Zjc2YTg3LTYzM2YtNDYyZi05YjQxLTRjNGMxMzZhYTRiYiJ9.xflZwV7qaix94a_unX8eyUAfNMX4pOFFh2fuL-JoAp4" class="fr-fic fr-fil fr-dib" width="1043" style="width: 1045px; height: 620.299px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 9. Recognise down payment&nbsp;</span></strong></p><p><br></p><p>This will create a zero value invoice, as shown in Figure 10.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5NDRmYjgzLWY1Y2EtNGRkYS05ZTJjLTZlMTI0MTRjZDQ5YSJ9.rucu5wdkEOLwPJWcBUJvGqH1bJIKPY7n5OlOOTLuX0M" class="fr-fic fr-fil fr-dib" width="1496" style="width: 1498px; height: 605.869px;" height="606"></p><p><strong><span style="font-size: 10pt;">Fig 10. Recognition Invoice&nbsp;</span></strong></p><p><br></p><p data-pasted="true">You will see here there is a positive and negative line on the invoice for the same value, this gives the invoice an overall value of 0.&nbsp;</p><p><br></p><p>The positive line represents the value of the project that is becoming recognised revenue.&nbsp;</p><p><br></p><p>The negative line represents the down payment that is being used to &#39;pay&#39; for this invoice. In other words, the amount of money that is being taken out of the deferred revenue account.&nbsp;</p><p><br></p><p>As the invoice has 0 value the customer will not be sent the invoice, this invoice is just created in order to sync to your accounting tool, moving the revenue from your deferred revenue account into your standard income account. Resulting in the revenue now being recognised.</p><p><br></p><p data-pasted="true">Further down payments can be created from the sales order at any time, allowing you to take instalments from the customer and recognise the revenue of these as the project progresses.&nbsp;</p><p><br></p><p><strong>Recognise down payment value when invoicing the outstanding amount on the sales order (recognise on completion)&nbsp;</strong></p><p>To do this head to the sales order and use the &quot;Create Invoice&quot; button to invoice the rest of the sales order, select the option &quot;Invoice the entire order&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmM2NkZTljLTQ4OWMtNDUyMy1iOGRkLWQ3ODgzODdmOTljYSJ9.tHW8-d9WhFIe2OBRlz_Be5LJnqyKmwkW7CiHqWIIuhI" class="fr-fic fr-fil fr-dib" width="595" style="width: 597px; height: 434.437px;" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 11. Invoice the rest of the sales order</span></strong></p><p><br></p><p>This will create an invoice that is equal to the total value of the sales order, minus the value of the down payment already paid.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmZDNkODNhLTAwOTMtNDA4ZS1hYjA2LTY0MDA1MjRmYWI2ZCJ9.GTk0kzr7ccM9SPx_vQSPrhqW5d8agxifrdlodqSFIXs" class="fr-fic fr-fil fr-dib" width="1488" style="width: 1490px; height: 621.843px;" height="622"></p><p><strong><span style="font-size: 10pt;">Fig 12. Invoice to recognise down payment and bill for the rest of the project</span></strong></p><p><br></p><p>This will result in the total value of the project (including the down payment value) being recognised, and the down payment value value being moved out from your deferred revenue account.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Recognising Down Payment Revenue</span></strong><span style="font-size: 14pt;"><strong>&nbsp;from Time and Materials Projects</strong></span></p><p>Time and materials projects can have their down payment revenue recognised as time is recorded for the project (the revenue of the whole down payment can also be recognised at any time using the method outlined in the &quot;Recognising Down Payment Revenue from Fixed Price Projects&quot; section).</p><p><br></p><p>To do this ensure the project ticket has been created from the sales order. Also ensure any other lines on the sales order for the project have been added to the project, if you do not add these lines the down payment of these lines will not be able to be recognised as time is logged on the project.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZjc3NzM3LWU2OTQtNDkxOC1hNjI0LThiZTlkMGNhY2UxZiJ9.YXR8uh2yaXieWM3jWKzNaRchH24oteu3drDldyO2KVI" class="fr-fic fr-fil fr-dib" width="1557" style="width: 1559px; height: 884.642px;" height="885"></p><p><strong><span style="font-size: 10pt;">Fig 13. Project created against sales order</span></strong></p><p><br></p><p><strong><em>Note: In this example, a down payment has been taken for 50% of the project labour line and 100% of the other lines.</em></strong></p><p><br></p><p>When logging time on the project ensure the charge types used to log time are marked as deferred revenue.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNGY2MWY3LWNhMmEtNDQyNS05NzhjLTEzOTMwOTVjYWZiNiJ9.NqfGCiZpqRZmLV4ilGpt9g3CAT9w0vpQ0HFDoBYUsfs" class="fr-fic fr-fil fr-dib" width="1711" style="width: 1713px; height: 645.394px;" height="645"></p><p><strong><span style="font-size: 10pt;">Fig 14. Logging time using a charge type that is marked as being used for deferred revenue</span></strong></p><p><br></p><p>If a non-deferred revenue charge type is used on the project this time will be billed separately (in line with usual billing). The value of this time will not allow you to recognise revenue.</p><p><br></p><p>As time is logged this will become available to recognise in the deferred revenue section of ready for invoicing, within the &quot;Projects&quot; table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MDNkODRjLWFiMzktNDU2Yi1hZjI2LWUyMzhkNTczNzIwNyJ9.ncr5nlEa0DBmlq19XhodXUysN_flfedqgxvTIeC84l0" class="fr-fic fr-fil fr-dib" width="1823" style="width: 1825px; height: 904.444px;" height="904"></p><p><strong><span style="font-size: 10pt;">Fig 15. Value available to be recognised once time logged on a project</span></strong></p><p><br></p><p>Creating the invoice here will recognise the value of the time logged on the project so far.&nbsp;</p><p data-pasted="true"><br></p><p>The positive line represents the value of the project that is becoming recognised revenue, and moving into your income account.&nbsp;</p><p><br></p><p>The negative line represents the down payment that is being used to &#39;pay&#39; for this invoice. In other words, the amount of money that is being taken out of the deferred revenue account.&nbsp;</p><p><br></p><p>As the invoice has 0 value the customer will not be sent the invoice, this invoice is just created in order to sync to your accounting tool, moving the revenue from your deferred revenue account into your standard income account. Resulting in the revenue now being recognised.</p><p><br></p><p>Each time you would like to recognise the value of the time logged against the project generate a deferred revenue invoice here. The invoices generated here will continue to be zero value until the down payment &#39;credit&#39; has been &#39;used up&#39;. After this invoices generated will be positive as the customer will need to pay for this work.</p><p><br></p><p>In the Figure 16 example the amount of labour logged/to bill exceed the amount of down payment left to recognise, so the difference will be chargeable.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjZTU5NzEyLTE1MjgtNDQ3ZS05ZjYyLTk3NmY1YTM5NTc4MyJ9.DXLGSquPd8lVS-gWEONVGccvxl8s8khXh8E6shWByD8" class="fr-fic fr-fil fr-dib" width="1759" style="width: 1761px; height: 872.794px;" height="873"></p><p><strong><span style="font-size: 10pt;">Fig 16. Invoice to recognise remaining down payment value&nbsp;</span></strong></p><p><br></p><p>Down payments taken for any items issued on the project will not be used to &#39;credit&#39; labour logged on the project.&nbsp;</p><p><br></p><p>If you still need to invoice the remainder of the sales order this can be done using the &quot;Create Invoice&quot; action on the sales order, using the option here to &#39;invoice the entire order&#39; will invoice the remainder of the sales order, accounting for the down payment that has already been paid.&nbsp;</p><p><br></p><p>Further down payments can be created from the sales order at any time, allowing you to take another instalment from the customer and recognise the revenue of this as your agents log time on the project.&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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Summary</strong></p><p data-pasted="true"><strong>- Knowledge Base Guides</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Summary</strong></span></p><p>The Knowledge Base is a feature used to publish Articles visible to Agents and/or Users to assist with common questions or issues.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Knowledge Base Guides</span></strong></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/halopsa/guides/2042/" target="_blank" rel="noopener noreferrer"><strong>An Introduction to the Knowledge Base</strong></a></span></p><p>The Knowledge Base stores Articles in your instance. These Articles can be created, edited, and viewed depending on the permissions granted.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/2043/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>FAQ Lists in the Knowledge Base</strong></span></a></p><p>FAQ Lists are a method of categorising and organising Articles. These Lists can be used to determine User Access, and to add additional fields to Articles. Agent Access to the FAQ List can also be controlled per FAQ List, using <a href="https://usehalo.com/haloitsm/guides/2536/" target="_blank" rel="noopener noreferrer">Access Control</a>.&nbsp;</p><p><br></p><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2047/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Article Drafts</strong></span></a></p><p>Article drafts are used to allow Agents to create or amend an Article without immediately publishing it. This allow fellow Agents to view the Article and publish it once ready.</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/2046/" target="_blank" rel="noopener noreferrer"><strong>Reviewing Articles</strong></a></span></p><p>Article reviews can be enabled to ensure Articles are checked on a recurring basis. This helps ensure Articles are kept up to date.&nbsp;</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/2189/" target="_blank" rel="noopener noreferrer"><strong>News Articles</strong></a></span></p><p>News Articles can also be configured in Halo to inform Agents and Users of recent and upcoming news.</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><a href="https://usehalo.com/haloitsm/guides/881/" target="_blank" rel="noopener noreferrer"><strong>Using your Knowledge Base</strong></a></span></p><p>Your Knowledge Base can be used by Agents with the relevant permissions to create, edit and view Articles. These Articles can be sent to a User by generating a link.</p><p><br></p><p data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2780/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Searching the Knowledge Base</strong></span></a></p><p>Agents and Users can search for Articles in the Knowledge Base Area or using the Search Area. The search behaviour can be configured to match Article text in a variety of ways, allowing you to improve accuracy and determine what aspects of an Article can be searched upon.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/2666/" target="_blank" rel="noopener noreferrer" style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Knowledge Base Article Feedback</strong></span></a></p><p>Positive and Negative Feedback can be left on Articles by Agents or Users. This makes use of an upvote/downvote system, with the additional option to leave a comment.</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 Iru Integration?</strong></p><p><strong>- Enabling the Iru Module</strong></p><p><strong>- Connecting to Iru</strong></p><p><strong>- Sites</strong></p><p><strong>- Assets</strong></p><p><strong>- Halo Integrator</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is the Iru Integration?</span></strong></p><p>The Iru integration can be used to import assets against Halo sites, and sync them on a recurring basis.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Iru Module</span></strong></p><p data-pasted="true">In Configuration &gt; Integrations &gt; Asset Management and Alerting, find the &quot;IRU&quot; module. Hover over it and click the &quot;+&quot; icon to enable the module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZTVhMTExLTlhNjEtNDQ2My1hMTBlLTRiZDBmYWU2Y2VlNCJ9.ajlE0PDR_ORbUxDuSfmj-SXJtjYR_AZj9nKib_eI1g0" class="fr-fic fr-fil fr-dib" width="357" height="144"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Iru</span></strong></p><p data-pasted="true">Clicking into the module will show a list of any existing connections. Click the &quot;New&quot; button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkN2RmODhiLWI0NDUtNGZlMS1hNGY2LWQzZDI2YzdmN2Q3NyJ9.z17sbW_YRCEcDX7_Tv5LwBdWCrtSyNpu2WTQ1fis6kM" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 111.569px;" height="112"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Iru connections</span></strong></p><p><br></p><p data-pasted="true">This will show the &quot;Details&quot; tab to create a new Iru connection. Give the connection a name, and enter your Iru URL (both regular and API) and API Token.</p><p><br></p><p>The API Token can be <a href="https://docs.iru.com/en/endpoint/api/iru-api-overview" target="_blank" rel="noopener noreferrer"><strong>obtained from Iru</strong></a>. To generate the token, open your account menu in the bottom left of the Iru dashboard, then choose &quot;Access&quot;. Select the API tokens tab. The API URL can be found here, and will likely be one of the below formats.</p><p><br></p><ul><li data-pasted="true"><strong>US:&nbsp;</strong>https://{SubDomain}.api.kandji.io</li><li><strong>EU:&nbsp;</strong>https://{SubDomain}.api.eu.kandji.io</li></ul><p>Choose &quot;Add Token&quot; and give it a name, then &quot;Copy Token&quot;. Save the token and choose &quot;Continue&quot; to manage the API permissions.</p><p><br></p><p>On the API token page, choose &quot;Edit&quot; and grant read-only permissions (GET endpoints) for devices, then save.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1Zjc2NmNlLTlhOWYtNDk3Ni1hZDA1LTllOWNlNWJhOTZkYyJ9.SmLNr13PykKFB6JUd8HRZqcfTnNIECuk1tfYIu-eF2k" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 391.853px;" height="392"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Connecting to Iru</span></strong></p><p><br></p><p data-pasted="true">Upon saving, you can then click the &quot;Test Configuration&quot; button that will appear. A popup will then show to tell if the test was successful. If the credentials are invalid, an error message will show here to help troubleshoot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiYzQ3OTRlLWVlYmEtNDZiNi1hZGYyLWIxNDZkMzBhMDZhOCJ9.r-0atd5zuGOzRh9445hXu1aN8X23hbNm9ror-am5bUY" class="fr-fic fr-fil fr-dib" width="1437" height="457"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Testing connection</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sites</span></strong></p><p data-pasted="true">Since Iru does not have a concept of sites or clients, &quot;Site Rules&quot; can be set. These add criteria for which asset falls into a certain site.</p><p><br></p><p>A default site should be set for assets that do not match one of these rules.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyZmVjODMxLTUyYTctNGM3Ni1hNjM2LWM4MTRkNzZlMTJiMCJ9.xaNyz5lXBNQu1MWaZbs2H2z7ccoILQ_dNM10RCRT9o0" class="fr-fic fr-fil fr-dib" width="1687" style="width: 1689px; height: 431.446px;" height="431"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Site configuration</span></strong></p><p><br></p><p data-pasted="true">Clicking the &quot;Add&quot; button will show this popup to map a Halo Site based on criteria. You can choose a field, and whether data that includes or omits certain information falls into that criteria. In this example, any asset&#39;s name that begins with &quot;HAL&quot; will be imported under the &quot;Halo&quot; client&#39;s &quot;Default&quot; site.</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: bolder;"><em style="box-sizing: inherit;">Note: Criteria is based on Halo fields, so any fields set here will need to be mapped in the following &quot;Assets&quot; tab.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmYjk0ODdlLTlmZjMtNGE5Ni04ZjdlLTQ5Njg3ZWIxOTA0ZSJ9.or3VNQqxC-G2SqTM8L93qsskprm8paRSRhZamf5tRnU" class="fr-fic fr-fil fr-dib" width="712" height="538"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Adding site rule criteria</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assets</span></strong></p><p data-pasted="true">Once sites have been matched, you can then import the assets.</p><p><br></p><p data-pasted="true">The first field is the &quot;Asset Matching Field&quot;, which will determine how assets are matched to existing records when updated. This should be an field that is unique per asset.</p><p><br></p><p data-pasted="true">You can then set Field Mappings in the table below this. This determines which Halo fields information from Iru is pulled into.</p><p><br></p><p>Ensure every field that is used as site rule criteria is correctly mapped here to match that. For example, the site rules for &quot;Halo/Default&quot; were set to any asset where the &quot;Name&quot; field starts with &quot;HAL&quot;. In this asset field mappings table, we have then mapped the &quot;asset_tag&quot; field from Iru to that &quot;Name&quot; field in Halo, so any devices where the asset tag starts with &quot;HAL&quot; in Iru will be assigned to that &quot;Halo/Default&quot; site.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxZWRiMjA0LWZmNGQtNGIxNC1iYWQwLWFhM2Q4OTM4YTI1OCJ9.DT0uZ6SLvfnbsSMWRHWUYu_7s7HAHYL7TaKDosl99do" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 351.924px;" height="352"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Asset configuration</span></strong></p><p><br></p><p data-pasted="true">Clicking the &quot;Add&quot; button will bring up the below pop to map an Iru field to a Halo field. This can be with both system asset fields or custom fields.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkMzY5ZWEyLWIxOTUtNDE2ZC1hN2ZkLTc1MGJlOWZjNzZkNSJ9.YzHmikKUqeeeogC5KzYE_SpqAGOSuKtbSidhH7a4sqY" class="fr-fic fr-fil fr-dib" width="715" height="414"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Mapping asset fields</span></strong></p><p><br></p><p data-pasted="true">After completing the Field mappings, you can then set the the Asset Type configuration.</p><p><br></p><ul><li><strong>Default Group for new Asset Types:&nbsp;</strong>Sets the asset group newly created asset types will be assigned to.</li><li><strong>Determining an Asset&#39;s type:&nbsp;</strong>Sets how the asset type is determined.<ul style="list-style-type: disc;"><li><strong>Use the same type for all Assets:</strong> Assigns all assets to a set asset type.</li><li><strong>Use a field to determine each Asset&#39;s type:</strong> A set field will be used for determining an asset&#39;s type. If an asset cannot match via this field, it will be assigned to a set default asset type.</li><li><strong>Determine Asset Type using rules:&nbsp;</strong>Criteria can be mapped to asset types based on values in Halo fields. If an asset cannot match via this field, it will be assigned to a set default asset type.</li></ul></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1ZGI1NTE1LTEzNDgtNDg4Ny05Njk0LTg0YmJkZDNhNTFkNiJ9.jh-hkRjmZVSl2z3l7jVndCPGsgvsSqU-iTbymbNSQ5o" class="fr-fic fr-fil fr-dib" width="1684" style="width: 1686px; height: 339.426px;" height="339"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Asset group and type configuration</span></strong></p><p><br></p><p data-pasted="true">Finally, set the miscellaneous Asset configuration.</p><p><br></p><ul><li data-pasted="true"><strong>Deactivate Assets in Halo when they are deleted from IRU (Halo Integrator only):</strong> If assets are deleted in Iru, they will be made inactive in Halo (via the &quot;Active&quot; checkbox) when syncing via the Halo Integrator.</li><li><strong>Don&#39;t create new Assets:</strong> If enabled, assets will not be created, only updated.</li><li data-pasted="true"><strong>Don&#39;t update the Asset type for existing or matched Assets:</strong> If enabled, pre-existing assets will not have their asset type updated (if different in Iru).</li><li><strong>Don&#39;t update the asset site for existing or matched assets:&nbsp;</strong>If enabled, pre-existing assets will not have their site updated (if different based on the site rules).</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMDg2MGEzLThmNjMtNDRkNS1iMTM1LTE3YjIzM2NjYjNhYyJ9.k_DJoWtMnOk24izXNpXes_QvQMYBhCFO6XxXSVTjB74" class="fr-fic fr-fil fr-dib" width="531" height="266"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Miscellaneous configuration</span></strong></p><p><br></p><p data-pasted="true">Save, and the assets can now be imported. Click the &quot;Import Assets&quot; button at the bottom of the tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlZWI3MTdkLTUxNTctNGRmYS1iMTJiLTY4N2VkMWQxMjg5MiJ9.YRlIUs0G8hDoHw0enIQ9PKOap2nHyBoRfqV7pciRocs" class="fr-fic fr-fil fr-dib" width="1690" style="width: 1692px; height: 926.204px;" height="926"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Import Assets button</span></strong></p><p><br></p><p>A button will show on assets imported, with a link to the device in Iru.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MjVjZDcxLWRjODktNGU3NC1iZWRmLTE1NDVjODk1NGZjOCJ9.2hJECFYxII0w2SG1mWPzcvYb9R3wjMxqQk5NiUyvwXo" class="fr-fic fr-fil fr-dib" width="840" height="175"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. External link to Iru device</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Halo Integrator</span></strong></p><p data-pasted="true">Once sites and assets are configured, you can enable the Halo Integrator to automatically sync assets.</p><p><br></p><p><em><strong>Note: It is recommended to ensure you are happy with the configuration by manually importing before enabling automatic syncs via the Integrator.</strong></em></p><p><br></p><p>Check &quot;Enable the Halo Integrator for the IRU integration&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNDhkNGZiLWQwMzgtNGI4Yi04MGZhLTRkMDI2NDBlMzlhMyJ9.MyXYZ0IHlxkI9wg2IehL6RjLXATG94OOclwIeEfTdsA" class="fr-fic fr-fil fr-dib" width="1214" height="416"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Enabling the Halo 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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is Remote Support&nbsp;</strong></p><p><strong>- Setting up Remote Support</strong></p><p><strong>- Inviting Users</strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What is Remote Support</strong></span></p><p>Remote Support is a tool which allows Agents to view and take control an Asset remotely. In order to use Remote Support in Halo, you must be connected to a Remote Support Integration.&nbsp;</p><p><br></p><p>The following Integrations can be connected to Halo for Remote Support sessions:</p><p><br></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1085" target="_blank" rel="noopener noreferrer">LogMeIn Rescue</a></li><li><a href="https://usehalo.com/haloitsm/guides/1033" target="_blank" rel="noopener noreferrer">Beyond Trust</a></li><li><a href="https://usehalo.com/haloitsm/guides/1881" target="_blank" rel="noopener noreferrer">ScreenConnect/Connectwise Control</a></li><li data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2163" target="_blank" rel="noopener noreferrer">GoTo Resolve</a></li><li><a href="https://usehalo.com/haloitsm/guides/2053" target="_blank" rel="noopener noreferrer">Splashtop</a></li><li><a href="https://usehalo.com/haloitsm/guides/939" target="_blank" rel="noopener noreferrer">Anydesk&nbsp;</a></li><li><a href="https://usehalo.com/haloitsm/guides/1273" target="_blank" rel="noopener noreferrer">GoToAssist Remote</a></li><li><a href="https://usehalo.com/haloitsm/guides/2507" target="_blank" rel="noopener noreferrer">ISL Online</a></li><li data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/1057" target="_blank" rel="noopener noreferrer">N-Able Take Control</a></li><li><a href="https://usehalo.com/haloitsm/guides/938" target="_blank" rel="noopener noreferrer">TeamViewer</a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Setting up Remote Support</strong></span></p><p>To set up Remote Support you will first need to set up your Integration. Follow the relevant guide linked above for more information. Once your Integration is set up, head to Configuration &gt; Remote Support &gt; General Settings.</p><p><br></p><p>Under the General Settings section you can specify the &quot;Default User&quot; to use when Remote Sessions do not have a recognised User, and control how Agents can send invites.</p><p><strong><br></strong></p><p data-pasted="true"><strong>Allow Agents to invite Users to Remote Sessions for other Agents -&nbsp;</strong>Allows Agents will be able to invite Users to remote sessions on behalf of another Agent, for example.</p><p><strong>Allow Agents to send quick Remote Session invites from the Ticket screen -&nbsp;</strong>Allows Agents to send a Remote Session invite from the &quot;More options&quot; menu (...) at the top right of the ticket view.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhMTMyNGQxLTNiMTAtNDFjNi1hMjM2LWE5MDFhNzU0MzA4ZCJ9.WPS3X1-SNCnAUWh4hrk09PZ2RxasIK-BIeaqWkwzWKQ" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 560.209px;" height="560"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 1. Remote Support Settings&nbsp;</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Inviting Users</strong></span></p><p>Users can be invited to Remote Sessions via email, or live chat. To invite a User to a session, include the dollar variable $-REMOTEINVITE in an Email Template or in the new Action screen. This will insert a Canned Text including a link to the Remote Session. This Canned Text can be edited by clicking on the &quot;$-REMOTEINVITE&quot; button in Configuration &gt; Remote Support &gt; General Settings.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Actions</strong></span></p><p>To send a Remote Session invite using an action, you can create an action with system use &quot;Remote Session Invitation&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1NWVlMjZkLTFhYWYtNDhjNy05OWFmLWEyMjdkZDJlZmU2ZCJ9.HshHr5BpyNBCFjPEl5F_NnRfIpaRJHxXVrF3HAL8rkc" class="fr-fic fr-fil fr-dib" width="1109" style="width: 1111px; height: 394.865px;" height="395"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 2. Remote Session Invitation System Use</strong></span></p><p><br></p><p data-pasted="true">This will send an email to the User with an invite link. This uses the &quot;Remote Support Invitation&quot; email template, which can be edited by clicking the &quot;Email Invitation Template&quot; button in Configuration &gt; Remote Support &gt; General Settings. Ensure the variable $-LINKTOREMOTE or $-REMOTESESSIONCODE are included in your template in order for the URL/Code to be generated by your chosen Remote Support Integration. Alternatively include the $-REMOTEINVITE variable to insert your previously configured Canned Text (providing this Canned Text includes the variable $LINKTOREMOTE or $REMOTESESSIONCODE).</p><p><br></p><p><span style="font-size: 12pt;"><strong>Ticket Details</strong></span></p><p>By enabling the Remote Support setting &quot;Allow Agents to send quick Remote Session invites from the Ticket screen&quot;, you can send a remote session invite via the &quot;More options&quot; menu (...) at the top right of the ticket view.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMDZmNDY4LWQ0MTAtNDAxNi05NmNmLTk0MzExMmJiMDhjNCJ9.FP_yf8N5yFycPHNqPTSvKJfk-8uy4em36G_KFwvPnrk" class="fr-fic fr-fil fr-dib" width="1112" style="width: 1114px; height: 338.52px;" height="339"></p><p data-pasted="true"><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 3. Sending a Remote Support invite from a Ticket&nbsp;</strong></span></p><p><br></p><p data-pasted="true">This will open a modal window where you can specify the emails to send the invite to.</p><p><br></p><p data-pasted="true">This will send an email to the User with an invite link. This uses the &quot;Remote Support Invitation&quot; email template, which can be edited by clicking the &quot;Email Invitation Template&quot; button in Configuration &gt; Remote Support &gt; General Settings. Ensure the variable $-LINKTOREMOTE or $-REMOTESESSIONCODE are included in your template in order for the URL/Code to be generated by your chosen Remote Support Integration. Alternatively include the $-REMOTEINVITE variable to insert your previously configured Canned Text (providing this Canned Text includes the variable $LINKTOREMOTE or $REMOTESESSIONCODE).</p><p><br></p><p><span style="font-size: 12pt;"><strong>Live Chat</strong></span></p><p>When an Agent is using the Live Chat to talk to a User, they can use the Remote Support invitation from the top left menu to send a message with a link to the User.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyM2EwYTIzLTE4ZGItNGEwOC1hNDMyLTdiZTBmNTE5NWRiMiJ9.99AGuuMEEA0uOhyNNAb2NpugekNKf07xLP2JNPjZy6g" class="fr-fic fr-fil fr-dib" width="261" style="width: 263px; height: 324.136px;" height="324"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span data-pasted="true" style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 4.&nbsp;</strong></span><span style="font-size: 10pt;"><strong>Sending a Remote Support invite from a Live Chat&nbsp;</strong></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;">This will use the Live Chat Invitation template, which can be customised by clicking the &quot;Live Chat Invitation&quot; button in Configuration &gt; Remote Support &gt; General Settings. Ensure the variable $-LINKTOREMOTE or $-REMOTESESSIONCODE are included in your template in order for the URL/Code to be generated by your chosen Remote Support Integration.</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 Coralogix Integration?</strong></p><p><strong>- Enabling the Coralogix Integration</strong></p><p><strong>- Creating an Alert Webhook in Coralogix</strong></p><p><strong>- Customising the Runbook</strong></p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is the Coralogix Integration?</span></strong></p><p>The Coralogix integration creates a ticket in Halo when an alert is triggered in Coralogix, and when the alert is resolved in Coralogix, the ticket in Halo gets resolved. The integration works via a runbook, which can be customised if different behaviour is desired.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Coralogix Integration</span></strong></p><p>In Configuration &gt; Integrations, navigate to the Coralogix module within the &quot;Asset Management &amp; Alerting&quot; section. Hover over this, and click the &quot;+&quot; icon to enable the module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMzRhZmRlLWViYzMtNDgzZC1iMGM2LTYxNDU1N2IyMjc2ZSJ9.IfgbbFTv_rSpc9AKLjNkWiiKzSawfyNS7y7Wu75hc4o" class="fr-fic fr-fil fr-dib" width="98" height="110"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module</span></strong></p><p><br></p><p>Clicking into the module, you&#39;ll see the option to click into the &quot;Coralogix Runbook&quot;. This can also be found by navigating to Configuration &gt; Integrations &gt; Custom Integrations &gt; Integration Runbooks.</p><p><br></p><p><span data-pasted="true">If this button does not open the runbook, ensure your module is enabled as this is what will download the runbook.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYWNkNjYxLWNiZmEtNDRhNi05ZTM4LTEwYmMxZWViYWVjMyJ9.16Z6d8X3XvmHaHExa0RNvsUosfWMbi5rVqg-qxwlTz8" class="fr-fic fr-fil fr-dib" width="808" height="358"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Navigating to the runbook</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Alert Webhook in Coralogix</span></strong></p><p>The Coralogix documentation to create an alert webhook can be found <a href="https://coralogix.com/docs/alert-webhooks" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p data-pasted="true">Navigate to Integrations &gt; Integrations. In &quot;Sections&quot;, select &quot;Outbound Webhooks&quot;. Click &quot;Generic Webhook&quot; &gt; &quot;Add New&quot;.</p><p><br></p><p>Enter a webhook name and the URL to which you want to send an event notification. The URL entered here should be the one within the &quot;Details&quot; tab of the runbook. The UUID field is auto-populated, take note of this for later.</p><p><br></p><p><strong><em>Note: &quot;$ALERT_ACTION&quot; must be included in the webhook for the runbook to determine if it is an alert or a resolve webhook.<br></em></strong></p><p><br></p><p data-pasted="true">If multiple webhooks are triggered by one alert, only one ticket will be created in Halo until the ticket is resolved. A new ticket will be created for the next alert webhook.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ZWY1NWE5LTk3OGMtNDMyOC1iNTg5LTg4YjM5NGEyODQzZSJ9.UlCRx7BZnOQvZLi81r7SSb5tWXrsnK4xXC_uLuv3hLs" class="fr-fic fr-fil fr-dib" width="689" height="607"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. URL to trigger the runbook</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customising the Runbook</span></strong></p><p>The UUID field from the webhook needs to be added to the runbook. In the &quot;Flow Chart&quot; tab, edit the runbook, then click the pencil icon on the first step.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMDBkNDcxLTgyMzgtNGNjNS1hMzRlLWQ4ZWEwZGI5ZTIyYSJ9.LkBu9ItdMRgmP_u1bMi27xX_yXeyAea7pUJvs3QV3WM" class="fr-fic fr-fil fr-dib" width="1063" height="775"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Editing the runbook step</span></strong></p><p><br></p><p data-pasted="true">Hover over the UUID condition, and click the pencil icon to edit it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZmE1ZDhjLTU2OGMtNDI0MS05ZTYwLWEwOTU2ZGM2MzAwNyJ9.mGj_6FfNUgbqn53se9G1Ioe-LdlnJGcIpqPyOLGTJU8" class="fr-fic fr-fil fr-dib" width="1698" style="width: 1700px; height: 435.465px;" height="435"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Editing the condition</span></strong></p><p><br></p><p>Enter the UUID from the webhook in the popup, then save. Ensure to save the popup, the step and then the runbook itself.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZjk4YzRhLWNiYmItNGE3NS04NzU4LWYwMGY2ZjJmYzY3MSJ9.siWzDjjS95yeQqS6dL86TR-IoG71LFBYwuOrWsVZ6Ls" class="fr-fic fr-fil fr-dib" width="714" height="314"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Entering the UUID</span></strong></p><p><br></p><p>The runbook will create alert tickets when triggered.</p><p><br></p><ul><li>If the &quot;ALERTACTION&quot; variable is set to &quot;<strong>trigger</strong>&quot;, it will log a ticket.</li><li>If the &quot;ALERTACTION&quot; variable is set to &quot;<strong>resolve</strong>&quot;, an &quot;Coralogix Alert Resolved&quot; action will be added to the ticket and the status will change to closed.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmZjA1NjA4LWJmYjUtNDM5Ny1iMTMwLTZhNjNkYzhmNjZiMyJ9.MzlmhxyFvgFeBquEVtx9iSN4-_lG4L16-YNX2Y_te98" class="fr-fic fr-fil fr-dib" width="1066" height="757"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Runbook overview</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 is the Self-Service Portal?</strong></p><p><strong>- Changing your URL</strong></p><p><strong>- Adding Branding</strong></p><p><strong>- Customising Menu Buttons</strong></p><p><strong>- Linking the Service Catalogue</strong></p><p><strong>- Giving Users Permissions</strong></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" style="font-weight: bold;"><strong>Self Service Portal</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2524" target="_blank" rel="noopener noreferrer"><strong>Navigating the Self-Service Portal (For End Users)</strong><br></a></li><li><a href="https://usehalo.com/haloitsm/guides/2665" target="_blank" rel="noopener noreferrer"><strong>Start to Finish: Service Requests</strong></a></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is the Self-Service Portal?</span></strong></p><p>The Self-Service Portal is the portal for your End-Users, and a means of providing them with ways of viewing information, logging tickets or approving processes. The Self-Service Portal is grouped into &quot;Menu Buttons&quot; that can be customised to determine what your Users can do. They can have access restrictions added to ensure the right Users have access to the relevant options.</p><p><br></p><p>This guide will break down the customising your Self-Service Portal from start to finish in four key steps.</p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1519" target="_blank" rel="noopener noreferrer"><strong>Changing your URL</strong></a></li><li>Adding <a href="https://usehalo.com/haloitsm/guides/1994" target="_blank" rel="noopener noreferrer"><strong>Branding</strong></a></li><li>Customising <a href="https://usehalo.com/haloitsm/guides/1995" target="_blank" rel="noopener noreferrer"><strong>Menu Buttons</strong></a></li><li>Giving <a href="https://usehalo.com/haloitsm/guides/2818" target="_blank" rel="noopener noreferrer"><strong>Users Permissions</strong></a></li></ul><p><br></p><p><em><strong>Note: This guide will only cover the basics of setting up your portal start to finish. For more information on specific settings or more in-depth customisation, please refer to the relevant topic guide.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Changing your URL</span></strong></p><p>When you first get deployed, your URL will be a subdomain of one of our core product domains, with your Self-Service Portal URL having an additional &quot;/portal&quot; parameter at the end. This can be changed to use your own domain should you wish.</p><p><br></p><p>You will need to add a CNAME record to your DNS listing. This record should point your desired URL to &nbsp;&lt;Your Original Subdomain&gt;-Portal.com. If you wanted to change your Self-Service Portal to <strong>portal.[COMPANY].com</strong>, you would need to add a CNAME pointing <strong>portal.[COMPANY].com</strong> at <strong>[COMPANY]-portal.Halo.com</strong>.</p><p><br></p><p data-pasted="true">An SSL certificate would also need to be provided in order to secure this new address. If you are providing your own SSL certificate, please ensure this is sent to us in .PFX format (along with any password, if applicable).</p><p><br></p><p>We can also generate certificates in-house free of charge. If you would prefer we generated this certificate, please let our Support Team know. Our Infrastructure team would then provide you with an additional CNAME record to add to your DNS listing in order to verify the certificate.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Branding</span></strong></p><p>The first step after you have your portal URL is to add your branding.</p><p><br></p><p>Navigate to Configuration &gt; Self Service Portal, where you will find the options to customise the portal appearance and behaviour.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4MzQyNTg2LTAwNDYtNGU0MC1hNzBlLWViMjFlMzBkNmU4OSJ9.SiZhukHrJ1zdjLeva50ezABh7KRTCeHHXjbazyV-0m0" class="fr-fic fr-fil fr-dib" width="1689" style="width: 1691px; height: 908.574px;" height="909"></p><p><strong><span style="font-size: 10pt;">Fig 1. Branding options for the portal</span></strong></p><p><br></p><p data-pasted="true">Each of these are covered in the Configuration Settings guide linked at the top of this guide, but these are the most important ones to consider.</p><p><br></p><ul><li><strong>Portal Title:&nbsp;</strong>Name of the browser tab.</li><li><strong>Welcome Message:&nbsp;</strong>Message that shows above the search bar/menu buttons</li><li><strong>Portal Colour:&nbsp;</strong>Colour of the navigation bar at the top and the menu button background.</li><li><strong>Portal Logo:&nbsp;</strong>Logo that shows in the top left of the screen.</li><li><strong>Home screen background image URL:&nbsp;</strong>Image that shows in the background of the home page.</li><li><strong>Background image display type:&nbsp;</strong>Determines if the background image set above covers the whole home background or as a banner near to the top.</li><li><a href="https://usehalo.com/haloitsm/guides/2643" target="_blank" rel="noopener noreferrer"><strong>Display custom HTML</strong></a><strong>:&nbsp;</strong>Allows the option to add a custom banner with HTML at the top and/or bottom of the page.</li></ul><p><br></p><p>In this example portal, you can first see the &quot;Portal Logo&quot; in the top left, and underneath this navigation bar is the custom HTML banner. The &quot;Welcome Message&quot; shows above the search bar, and the menu buttons are listed underneath.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkZWU5M2QyLThhYjYtNDgwMS1hNjNlLWZjYzUwOTRiOTRkNCJ9.t5965G9Gq5ReqNKMMguX3nssiJU9tvLclxSNqnidAzo" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 840.832px;" height="841"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Example customised portal</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customising Menu Buttons</span></strong></p><p>Now that the portal has your company&#39;s branding, the menu buttons can be added to configure what users can do on the portal. if you have built a <a href="https://usehalo.com/haloitsm/guides/2665" target="_blank" rel="noopener noreferrer"><strong>service catalogue</strong></a>, you can also add this as a menu button to allow users to access it.</p><p><br></p><p>Scroll down to the &quot;Menu Buttons&quot; section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2YTYyOGFjLTAzMjMtNGRmZS1iOTI3LThjYjc2M2IxYjNlNyJ9.8r0Vn5SrVUdBMVN-3DTIF0uxtZy_ZWmVaVrAUCrBQw4" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 911.677px;" height="912"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. List of menu buttons</span></strong></p><p><br></p><p>You can use the pencil icon to edit an existing one, the trash can to delete it, or add a new one with the &quot;Add&quot; button at the bottom of the list.</p><p><br></p><p data-pasted="true">The order of buttons can be edited by hovering over the button, then drag-and-drop with the dots that appear on the left side.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyYTJhOTRlLTY3MWYtNDRlMC04ZDQyLTAxYWNjYzAyOGE3MSJ9.-MxqCoxLMgbyOr8jOaRLh7KVpaQtkeG7Bh0-s4MR_C4" class="fr-fic fr-fil fr-dib" width="1693" style="width: 1695px; height: 243.051px;" height="243"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Moving menu buttons around</span></strong></p><p><br></p><p>When editing a button or adding a new one, you can customise how the button appears - such as the icon shown, or the name/description of the button.</p><p><br></p><ul><li><strong>Name:&nbsp;</strong>Name/title of the menu button.</li><li><strong>Hint:</strong> Description that appears under the name.</li><li><strong>Icon:</strong> Icon logo that appears on the menu button.&nbsp;</li><li data-pasted="true"><strong>Show on home screen:&nbsp;</strong>Shows as an option on the home screen &#39;boxes&#39;, with the above customisation visible.</li><li><strong>Show on navigation bar:</strong> Shows as an option in the navigation bar at the top of the page, with only the name visible.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxYjg5MWEyLTVjMTYtNDAzNC1iMmNmLTE2YmNiNTM5MGIyNCJ9.lq72nf2STNUqhiEML2vNjhLew-tTQBi_B7R-sA0yr3o" class="fr-fic fr-fil fr-dib" width="713" height="1158"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Customising the menu button appearance</span></strong></p><p><br></p><p>Scrolling down on this popup will show the option to add visibility restrictions. Menu buttons can be shown or hidden based on attributes of the logged in user, such as a user role.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyMTM0YTE4LTM0MDMtNDY5Yi05NDIzLWYzNzdkOTViY2NhNSJ9.40ouCg5-GO2irxSOgHblq9U08WcZZvMmyZpz95sxRL4" class="fr-fic fr-fil fr-dib" width="721" height="1159"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. Adding visibility restrictions to the menu button</span></strong></p><p><br></p><p>Repeat this process for anything you wish users to be able to access on the portal.</p><p><br></p><p><strong><span style="font-size: 14pt;">Giving Users Permissions</span></strong></p><p data-pasted="true">Permissions can be given to individual users via their user profile, or applied via a user role.</p><p><br></p><p data-pasted="true">User Roles are roles that can set permissions and various settings against the user the role is assigned to. They can also be used to restrict or grant access across various parts of the system, such as the menu buttons mentioned above.</p><p><br></p><p data-pasted="true">To create a&nbsp;user role, head to Configuration &gt; Users &gt; User Roles and click the &ldquo;New&rdquo; button.</p><p><br></p><p>The first tab you will see is to set the basic details of the user role, like the name. You can set notes to show what the user role is for if desired.</p><p><br></p><p><span style="font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNDIyNjg2LTEzMjctNDVmNC1hODAyLTA3MGNiMDgwNTNjOSJ9.Nn8EK6SKEnzYeRy6s0nY4A1owGBx_GxB6vUYjn3utZo" width="906" height="613" 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: 908px; height: 613.058px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></span></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 7. Creating a new user role</span></strong></p><p><br></p><p data-pasted="true">To set any further configuration for the user role, you must save the role first, then edit. This will then show the options to set the permissions and departments that role is associated with.</p><p><br></p><p>Switch to the &ldquo;Permissions&rdquo; tab first.</p><p><br></p><p>Here you will see the same permissions that are available on a user&rsquo;s profile, so that they can be set through this user role. This works the same way as agent roles.</p><p><br></p><p>A description of each permission can be found in the &ldquo;User Roles&rdquo; configuration setting guide, linked at the top of this page.</p><p><br></p><p>When applying the role to a user, the highest level of permission will take precedent. For example looking at the &quot;Web Access Level&quot;, if the role is set to &quot;This Users Tickets&quot;, but that user already has access to &quot;Site Tickets&quot;, the user will keep &quot;Site Tickets&quot;.</p><p><br></p><p><strong><em>Note: For the user to be able to access the portal, &quot;Web Access Level&quot; must be set to a minimum of &quot;This Users Tickets&quot;. &quot;No Access&quot; will stop them from being able to login to the portal.</em></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMjU2NjllLWI5NzUtNGU5YS1hZjNlLWViYjQyOTJhNDVlNCJ9.qozXjUiO3PFWJHNMkebvbPKPBQ5j0qq931dD4f_IS1E" width="898" height="616" 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: 900px; height: 616.065px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 8. Adding permissions to the user role</span></strong></p><p><br></p><p data-pasted="true">Now that the role has been created, it can be assigned to users.</p><p><br></p><p>The first place this can be done is within the role configuration itself. In the &ldquo;Details&rdquo; tab, users can be added to the &ldquo;Users that have this Role&rdquo; field to give them access.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjMGIyZTRjLTNmZGItNGI5Zi05MWZhLTdkYmZiOTUzZGFjYyJ9.5-HbtlDSvxUhb4atK2ssvQVSpU3f57U-m83AikJru5Y" width="906" height="620" 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: 908px; height: 619.595px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 9. Adding users to the role via configuration</span></strong></p><p><br></p><p data-pasted="true">You can also bulk add users from a list, such as within a client profile. Click the check mark at the top to select all records, or choose only some from the list. Hover over the &ldquo;Edit&rdquo; button and select &ldquo;Add Roles&rdquo;.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3ZWExNTQ5LThkZWItNDc2Yi1iODBlLWQzYjVkNDJjZjE3NyJ9.EHWsUZmLBldcyRB9hSk2mlUTJwnYX8XgFzfbpSLxBzc" width="904" height="615" 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: 906px; height: 614.673px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 10. Adding users to the role via a list</span></strong></p><p><br></p><p data-pasted="true">You&rsquo;ll see a pop up to select one or more roles, and a checkbox to determine if these will be added additionally, or replace any existing roles.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhN2ZmNzVmLTExMzctNDcxMC05MDFjLTdjNmE4OTEyODY1MyJ9.91pO0r9ZVhL_W8YeClsGqLA7eKKlTKVT6HLxESC0syY" width="673" height="285" 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: 675px; height: 284.775px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 11. Choosing the roles</span></strong></p><p><br></p><p data-pasted="true">A default user role can be set in Configuration &gt; Users &gt; General Settings. Any newly created users after choosing an option here will be given that role. Pre-existing users will not be given this automatically.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ZWFhZTQzLWU4Y2QtNDFhZC1hNjhkLWJjOTFkNjkxOWRhZCJ9.as987gB9HHSkAphKlNJML1T8D1SLHsh4YnR_j1O6Dko" width="901" height="448" 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: 903px; height: 447.807px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 12. Adding users to the role via defaults</span></strong></p><p><br></p><p data-pasted="true">User roles can also be assigned by identity management integrations, and can be filtered to give certain users, certain roles. For example, the Google Workspace integration can map a Workspace group to a Halo user role.</p><p><br></p><p><strong><em>Note: Roles given by identity management integrations will override manual selections.</em></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNGVjYzgyLTNhMDMtNGRmNC1hNTM2LTEzYmY5YjI4YWE2NiJ9.ee4zbnOxS4karp4hY3AOOvRaXcRCOM5A2rw3Ag5OM6Y" width="907" height="619" 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: 909px; height: 618.837px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 13. Adding users to the role via an integration</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><iframe src="https://scribehow.com/embed/Organize_tickets_by_group_in_milestone_billing_system__Qp8ep-H8SpOB7yrL3SLs4g" width="100%" height="640" allowfullscreen="" frameborder="0"></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><p><strong>In this guide we will cover:</strong></p><p><strong>- Setting a Default Decimal Separator</strong></p><p><strong>- Editing the Default on a PDF Template</strong></p><p><strong>- Set how Many Decimal places are used on billing PDFs</strong></p><p><br></p><p><br></p><p><em><strong>Note: This is a useful feature for our EU customers following EN16931 validation that requires &quot;.&quot;, but may have conflicting regulations in their home country, i.e. DIN5008 in Germany.</strong></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting a Default Decimal Separator</span></strong></p><p>In Configuration &gt; Advanced Settings &gt; Appearance, a &quot;Decimal Separator&quot; can be set. By default, this will follow your system server settings, but this can be manually set. This will affect figures loaded within Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4NGIyYzkwLTExYjMtNDJiYy05MDU5LTMzMzQ0NmFlYzA1MiJ9.SYhNKSGUHVxlb-YG8l4P25L-ADag72MbZR97j2F6ZsA" class="fr-fic fr-fil fr-dib" width="199" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 1. Setting a decimal separator.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Editing the Default on a PDF Template</span></strong></p><p>This default can be overridden in different areas of a PDF template using the custom HTML.</p><p><br></p><p>For instance, by default the table below is inheriting the global default of &quot;,&quot; that we set, but in the total section, it is using &quot;.&quot; that can be achieved by overriding the variable default.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YjBkMTZkLWFiZTktNGRkMC04YTc3LTJhYWIzNGQ0ZWU2NSJ9.thYnVzMSTbiio_8azS225aiV_im5jGdZ647SZFe3A2s" class="fr-fic fr-fil fr-dib" width="1199" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quotation PDF with overridden decimals.</span></strong></p><p><br></p><p>To override the decimal format, a suffix can be added to the variables - &quot;<strong><span style="color: rgb(0, 0, 0);">{THOUSAND:,|DECIMAL:</span></strong><span style="color: rgb(0, 0, 0);"><strong>.</strong></span><strong><span style="color: rgb(0, 0, 0);">}</span></strong>&quot;.</p><p><br></p><p>Within the figure below, we have highlighted where the decimal override is set within this variable. The comma or stop needs to be added after the colon for each word. Here is where you specify what the thousands separator is, and the decimal separator.</p><p><br></p><p>Here the thousand will be &quot;,&quot; and the decimal will be &quot;.&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5NjYwMWVlLWI3ZjgtNGFjZi1iMjYxLWI4YjNhNzk5OTIzMCJ9.N5O1BPrKUwb8i_V0EiWLdy9T_9Y8CgzkwmfNkoi3N6I" class="fr-fic fr-fil fr-dib" width="266" style="width: 268px; height: 51.8302px;" height="52"></p><p><strong><span style="font-size: 10pt;">Fig 3. Variable suffix.</span></strong></p><p><br></p><p>Within the HTML of a template, it will look like the below at the end of the corresponding money variable.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4ZDc4NWEwLTIzMjYtNGI3NS1hZGIwLTVhZGJjYTEyMGNlMSJ9.BqlY8fnV6M_K8TSdfAwihz7TPTgVmUpN1vix1z0z0a4" class="fr-fic fr-fil fr-dib" width="835" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 4. HTML with the variable suffix added.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Set how Many Decimal places are used on billing PDFs</span></strong></p><p><span style="font-size: 11pt;">To customise how many decimal places prices/costs are displayed on PDFs for billable entities (sales orders, quotes, invoices, purchase orders etc.), head to Configuration &gt; Billing &gt; PDF Templates &gt; adjust &quot;Number of decimal places for billing entity values on PDFs&quot;.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMmFlMGViLWNhYjMtNDEwNC1hNmQ5LWYxNjRjNTk1MzYwOSJ9.vpdarxtoLw3334cl8Nli9s-Aja-o_ACGAkMpZxFzSVY" class="fr-fic fr-fil fr-dib" width="1819" style="width: 1821px; height: 433.416px;" height="433"></p><p><strong><span style="font-size: 10pt;">Fig 5. Number of decimal places for billing entity values on PDFs</span></strong></p><p><br></p><p>If &quot;3&quot; is entered here, for example, PDFs will show prices/costs to three decimal places.&nbsp;</p><p><br></p><p>Keep in mind, this setting can be set in various other locations in Halo (such as Configuration &gt; Quotations &gt; General Settings) but setting it in any of it&#39;s locations will apply to all billable entities.&nbsp;</p><p><br></p><p>This only controls the decimal places on raw the prices/costs/tax on PDFs. This will not impact totals on the PDF, or prices/costs in the agent app, these will still show to two decimal places.&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;}</style><p>Using $-variables to customise the information sent to end-users and displayed to agents.</p><p><br></p><p>Related Articles:</p><ul><li>Email settings</li><li>Creating and customising Actions</li><li>Custom Fields</li><li>Ticket fields</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;}</style><p><strong>Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this guide is shared through any Halo action. When used, they should be used without a hyphen (-).</strong></p><p><br>The $-variables you will see in email templates and action field default values can be used in any action. This includes private, public, hidden, system and quick actions. They are perhaps the quickest way of displaying information relevant to the ticket in an action.</p><p><br></p><p><strong>How to Use $-Variables in an Action</strong></p><p><strong><u><br></u></strong></p><p>A good example of a $-variable is $-FIRSTNAME. When used, it will be replaced in the text by the first name of the end-user of the ticket. A full list of dollar variables is attached to this guide.</p><p><br></p><p>A step-by-step guide of implementing this in an action is as follows:&nbsp;</p><p><br></p><ol><li>Refer to the list of $-variables available under Configuration &gt; Email &gt; Email Templates &gt; Click on any template &gt; Press &quot;Edit&quot; &gt; Click on the link under &quot;here&quot;. Choose a variable that pulls the information you require into the action.</li><li>Place the variable(s) into the text box, finish your action and submit.</li><li>You can use many variables to produce information you wish to input:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjZjdmMDAzLWU5MzctNGE5OC04ZDg5LWI0OWRjMGQ5OGQ4YSJ9.3B5aa5UshzueAwqeTehv15zh6mrFv7u5Cbxn4ACXWBI" class="fr-fic fr-dii"><ol><li>If this is a non-email action this will replace the values on submission to the information associated with the ticket.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkYWFkMDdlLTZiOWEtNDQ5OS04NjY1LWM0Yzg4ZjY3ODIyMCJ9.rtzDbv6gh3wRuMQxjrKjCgmso93uWwgSL2EjrTQQFa4" class="fr-fic fr-dii"><br></li><li>If this is an email action, you will be presented the email preview screen where you can roll back and amend the content of the action should you desire.</li></ol></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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Process Street Integration&nbsp;</strong></p><p><strong>-</strong><strong>&nbsp;Enabling the Module</strong></p><p data-pasted="true"><strong>-</strong><strong>&nbsp;Connecting to Process Street</strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Enabling the Module</strong></span></p><p>In Configuration &gt; Integrations &gt; Incident Management, hover over &quot;Process Street&quot; and press the plus (+) icon to enable the Module.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyYTc3NDk5LWEwMzAtNDAwYy1hNGIxLWZjOGEzMTViYzNhYSJ9.FpPO5irYwQxfWI_Uq-JwD1NIivsArB5zdPpaCztcpFE" class="fr-fic fr-fil fr-dib" width="836" style="width: 838px; height: 174.651px;" height="175"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 1. Enabling the Module</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Connecting to Process Street</strong></span></p><p>Click into the Module to set up the connection between Halo and Process Street. Here you will find the details required to configure your connection. Copy the URL provided, then generate and copy the Key. This will be needed later for creating a Process Street Webhook.&nbsp;</p><p><br></p><p>Set the Ticket Type to be created when information is received from Process Street in the &quot;Default Ticket Type for Webhooks&quot; field. Set &quot;Default User for Webhooks&quot; to determine the User of any Tickets created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmYzQyNmZmLTU5NGYtNDk0Mi1iMTA1LWZhY2E4M2ZmNDg0ZSJ9.cl9l1_6dZ3jduRCkZLt5VziJZvILFktQ_9UkmZakbNs" class="fr-fic fr-fil fr-dib" width="1119" style="width: 1121px; height: 404.725px;" height="405"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Figure 2. Generating and copying the Key</span></strong></p><p><br></p><p><strong><em>Note: Generating a new Key will deactivate any previously generated keys.</em></strong></p><p><br></p><p>Now head into your Process Street instance. Click on your Profile, and choose &quot;Settings&quot;. Select the Integrations tab to create a Webhook.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwMDg1NTIzLTA0MTUtNDg5MC1hNmUxLWNjNmZmMGQ5OGY5MiJ9.YeIYyKuSiwiqPxrlEZBxLwhZPHOg0sp6qrhjAQuyA5k" class="fr-fic fr-fil fr-dib" width="1117" style="width: 1119px; height: 439.093px;" height="439"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Process Street Integration Settings &nbsp;</span></strong></p><p><br></p><p>Under the Webhooks section of the integration tab, click the &quot;New Webhook&quot; button. This will open a dropdown where you can choose to trigger the Webhook from a Process Street Workflow, Form, or Data Set. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYjMxY2NlLTA3OTgtNDllMS1hNzRiLWEyZTc5N2QxZjUzMCJ9.gQ4nsvyQGQpN4kg1cILleVVBHK74EPnEDko0KgVBG_A" class="fr-fic fr-fil fr-dib" width="786" style="width: 788px; height: 465.735px;" height="466"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Creating a new Webhook&nbsp;</span></strong></p><p><br></p><p>You will then need to configure the connection and events which trigger this Webhook. In the Workflow/Form/Data Set dropdown determine which specific entity will trigger the Runbook.</p><p><br></p><p>Next to this you will need to fill in the URL. Paste the URL copied in Figure 2, and replace the appended &quot;@&quot; symbols with the Key copied in Figure 2.</p><p><br></p><p>Using the checkboxes, select all the events that will trigger the Webhook and in turn create a Ticket in Halo. Once set make sure to activate the Webhook but toggling the &quot;Active&quot; option.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjYmZiMzI0LTc0ZWYtNDY4My05ZWY3LTI5ZWQwYTUyNWY2NCJ9.gfjUd6fpOePCOMpljnFdNzrg-_iWlzd4N7V4c2Ap0bE" class="fr-fic fr-fil fr-dib" width="761" style="width: 763px; height: 476.875px;" height="477"></p><p data-pasted="true"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Configuring your Webhook&nbsp;&nbsp;</span></strong></p><p><br></p><p>Now when the event occurs the Webhook will be triggered, informing Halo to create a Ticket. For more information on creating Webhooks in Process Street, please see their documentation linked <a href="https://www.process.st/help/docs/webhooks/" target="_blank" rel="noopener noreferrer">here</a>.&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><p><strong>In this guide we will cover:</strong></p><p><strong>- How to complete a SQL Import to import Licences and Subscriptions into Halo</strong></p><p><br></p><p><br></p><p>This guide covers SQL imports specifically for the use of importing licences and subscriptions into Halo. For a general overview of SQL imports we recommend reading our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1567/" id="isPasted" target="_blank" rel="noopener noreferrer">SQL Imports</a>.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">How to complete a SQL Import to import Licences and Subscriptions into Halo</span></strong></p><p>To setup a SQL import head to configuration integrations &gt; SQL Import &gt; New. Here give the import profile a name and choose Subscriptions/Software Licences as the &#39;Entity&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2MTM2MWViLThmN2QtNDA2OC04NGM1LTBjYWJiNjgzNWM3ZCJ9._OVStjwyAL-ikl4YOoucdQaXRQiuMdOlU_jDRSV0efs" class="fr-fic fr-fil fr-dib" width="518" style="width: 520px; height: 360.195px;" height="360"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Import profile</span></strong></p><p><br></p><p>Now enter the connection details for your SQL connection.&nbsp;</p><p><br></p><p id="isPasted">Your SQL query must return the following:</p><ul><li>A third-party Software Licence or Subscription reference that is unique per row.</li><li>A column indicating whether the row is importing a Licence or Subscription. The value must be either &quot;Licence&quot; or &quot;Subscription&quot;.</li><li>A customer reference, which can be configured to match either the Customer Name or the Halo Customer ID.</li><li>A name for the Software Licence or Subscription.</li></ul><p><br></p><p>Now you will need to map the key fields for the import.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNzVmM2M4LTRlZDYtNDI0OC05NzBkLTUwMWI5MmQ5OWI1NiJ9.aF1miLDGHcdCMaVmAOF8O3f24OzqGHoCAzxcnVgkUu4" class="fr-fic fr-fil fr-dib" width="1408" style="width: 1410px; height: 386.686px;" height="387"></p><p><strong><span style="font-size: 10pt;">Fig 2. Key fields</span></strong></p><p><br></p><p><strong>Licence Import Type&nbsp;</strong>- Here enter the fieldname of the column that indicates if the row is a Software Licence or Subscription. The column must contain either &#39;Licence&#39; or &#39;Subscription&#39; as its value.</p><p><strong>Licence ID</strong> - Here, enter the fieldname of the column that contains the unique identifier for the software licence/subscription.&nbsp;</p><p><strong>Licence Name</strong> - Here, enter fieldname of the column that contains the Name for the software licence or subscription.&nbsp;</p><p><strong>Customer Matching Field</strong> - Here, choose if you would like to use the Halo customer ID or customer name to match this subscription/licence to a customer.&nbsp;</p><p><strong>Customer reference&nbsp;</strong>- Here, enter the fieldname of the column that contains the customer name or ID the licence/subscription is assigned to. Ensure this is in line with the customer matching field chosen.&nbsp;</p><p><br></p><p><strong>Site Matching Field</strong> - Only needed if you would like licences/subscriptions to be assigned to specific sites. Here, choose if you would like to use the Halo site ID or site name to match this subscription/licence to a site.&nbsp;</p><p><strong>Site reference&nbsp;</strong>- Only needed if you would like licences/subscriptions to be assigned to specific sites. Here, enter the fieldname of the column that contains the site name or ID the licence/subscription is assigned to. Ensure this is in line with the site matching field chosen.&nbsp;</p><p><br></p><p>If your dataset contains additional data you would like to pull into Halo, such as the licence count or end date, you will need to map these in the &#39;Field Mappings&#39; table. Simply choose the Halo field you would like this data to be imported into. Then enter the fieldname of the column that contains this data for each row.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0NGE2MWJjLWNjNDMtNDFhNi05MTM0LWZkOWMzZDRjZDQ3YyJ9.feABKThbBme3CnhaGfGRiiJRZhAeu6Szd00D3U3QUJc" class="fr-fic fr-fil fr-dib" width="574" style="width: 576px; height: 260.678px;" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 3. Additional Field mappings</span></strong></p><p><br></p><p><em><strong>Note: When mapping additional fields, ensure the data in the column is in the same format as the mapped Halo field. For example, when mapping to date fields the data in the column this is mapped to need to be in date format.</strong></em></p><ul><li id="isPasted">When using the Auto Renew field mapping, the mapped column must contain a value of either 1 or 0 or yes or no (where 1=yes and 0=no).</li></ul><p><br></p><p>Now when the import is run, licences/subscriptions will be created in Halo in line with the mappings you have configured.&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>HTML for &#39;Today&#39;s Date&#39; for use in PDF template.&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">&lt;p&gt;&lt;b&gt;Date:&lt;/b&gt; &lt;span id=&quot;p1&quot;&gt;&lt;/span&gt;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &lt;script&gt;</p><p>var date = new Date();</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; var current_date = date.getDate()+&quot;/&quot;+(date.getMonth()+1)+&quot;/&quot;+date.getFullYear();</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; document.getElementById(&quot;p1&quot;).innerHTML = current_date;</p><p>&lt;/script&gt;</p><p>&lt;/p&gt;</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>DISCLAIMER: This is just an example of using runbooks, configuring an automation to work in this way is very difficult due to the different set up you may have on your sales orders and invoices. The idea of this guide is to give a good example of the different configuration options within runbooks.</strong></p><p><br></p><p>After creating an API connection for your Halo instance (check the iterative runbook guide for detailed instructions on doing this). You can begin setting up the methods for the runbook.&nbsp;</p><p><br></p><p>Navigate to the runbooks area by going into Configuration&gt;Integrations&gt;Custom Integrations&gt;Integration Runbooks:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3N2FhM2QzLTUxODYtNDE4ZS05ZjI4LTQ5NzJiNGQ3ZTVjMCJ9.gyPNR2WzAAQTf1Z3Ab1inQD3ahvS-pklfohsVc9x-Cc" class="fr-fic fr-fil fr-dib" width="798" height="534"></p><p><strong>Fig 1. Runbooks Button</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Runbook Step 1</span></strong></p><p>Create a new runbook and configure the first step in the following way:</p><p><iframe src="https://scribehow.com/embed/Configure_Custom_Integration_Runbook_for_Customer_Data_Retrieval__CFO2mJ_zRde3TYWsc873QA" 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><p><br></p><p><strong><span style="font-size: 14pt;">Runbook Step 2</span></strong></p><p><span style="font-size: 11pt;">We are going to create another integration method with the following details:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhMDA2ZDIyLWI4ZGEtNDFlMi05MGM0LTA5YWJhNzM5MmM5NCJ9.BO_hNxHC3gAW6enfJxRaglQcV3OxfKM5QfhdiyvPIYE" class="fr-fic fr-fil fr-dib" width="1853" height="772"></span><strong>Fig 2. The Second Runbook Method</strong></p><p><br></p><p>We then have to get the recurring invoice ID for the specific client we are appending the recurring invoice lines to:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0YTY5YzEyLTgyMDItNGM0YS1iOGUwLTVlNzJhZjE3OGZiYSJ9.grs8oSitUtfEV3lQN1tlkwVJKNdU0jDT7BOLXRFMmDY" class="fr-fic fr-fil fr-dib" width="1871" height="322"></p><p><strong>Fig 3. Creating the GET Method for the Recurring Invoice ID</strong></p><p><br></p><p>The endpoint appended to the base URL is:</p><p>/RecurringInvoice?pageinate=true&amp;page_size=15&amp;page_no=1&amp;includeinactive=undefined&amp;client_id=&lt;&lt;Customer ID&gt;&gt;&amp;includeinvoices=true&amp;includecredits=true&amp;includepoinvoices=false&amp;order=nextcreationdate</p><p><br></p><p>This was found from the URL of the recurring invoice for a client, instead of putting the actual ID for that client, the output variable from our first method is introduced to the endpoint:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzNzE3MWVhLTJmN2MtNDgyMy04N2EwLWRiMzRiMjhiNDEzZiJ9.sLwOfHA3EjFCFkkWUiECWHHk8_qzpyYAuiYdWrvQywE" class="fr-fic fr-fil fr-dib" width="1273" height="151"></p><p><strong>Fig 4. Output Variables from the first Runbook Method</strong></p><p><br></p><p>The URL has &lt;&lt;Customer ID&gt;&gt;, this is how we can generalise the endpoint of the method, so that it will work with any customer ID. The Next method is used to iterate through the Lines of the Sales Order, so we can check to see which lines are recurring:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMjNjOTFmLWFkMDItNDhkYi04NGU5LWE5MWE2MzFhZjEwNyJ9.5E00L2wHrsIRHhIjf8O8LuACvOVcEixHxWnsmTNjpFU" class="fr-fic fr-fil fr-dib" width="1508" height="809"></p><p><strong>Fig 5. Array Iteration of the Sales Order Lines</strong></p><p><br></p><p>We can now do a condition to check if the line is recurring or not:</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4NWQ5NGY0LTEwNGYtNGQ4Mi04Zjk1LTE5NzQ5ZTNiZGY1NyJ9.6A8_5GR8t-rYO5Zp_6y1soxLVfH7xYHi8uCKh14B8q8" class="fr-fic fr-fil fr-dib" width="1515" height="678"></strong><strong>Fig 6. Condition to Check if the Line is Recurring</strong></p><p><br></p><p>Now we will POST the Recurring Invoice lines (using the import recurring invoice lines option of Halo) to the Recurring Invoice lines endpoint, this is the second last method:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3MmNhNmNmLTljYmUtNGNlOC1iMzRlLThjYWQ1YWYzMGJkOSJ9.GJG45rnI2OOHvvflILhrPQ_qLOLz78puur_sCxpH4QQ" class="fr-fic fr-fil fr-dib" width="1245" height="441"></p><p><strong>Fig 7. The JSON POST to the Recurring Invoice</strong></p><p><br></p><p>As there may be multiple lines to add to the Recurring Invoice, we must do an iteration method:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3ZmEyYzVlLTY3NDctNDgwYi04MTliLWRkOTIyZThhMGY0MSJ9.b8_wUnhL0B219MWNXK6cJHY_cvO1tFUwuzYKkd-a1_I" class="fr-fic fr-fil fr-dib" width="1214" height="478"></p><p><strong>Fig 8. The Iteration Being Carried Out</strong></p><p><br></p><p>This <strong>(Fig 9)&nbsp;</strong>is the final functional step of the runbook, after this we set the end step:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlYjY0ZTZiLTQ2ZjMtNDY3MC04MGQ3LThkZGQwYzAwMDdiNyJ9.GpeGaasQIYRzSjivRGmjjms1cpXznyPf8u1GuiT3zvQ" class="fr-fic fr-fil fr-dib" width="1112" height="612"></p><p><strong>Fig 9. Iteration for Adding Recurring Lines</strong></p><p><br></p><p>For best practice, you can have one end step(failed, retry from the start) that connects to all other steps, instead of having an end step per method.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3NDIzNDdiLWUzZWMtNDhiZi05YzdlLTM5ODY4MWUyNzYwMiJ9.OXTR339uBdwHOHHrrnp9iVFaJZ1rOeasDopbEw-dqXE" class="fr-fic fr-fil fr-dib" width="1488" height="495"></strong><strong>Fig 10. The Entire Runbook</strong></p><p><br></p><p>Step 3 is configured in the following way:</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3NjU2NzIyLWIwZDUtNGFjMi1hYjBjLTg0YmNhYjRiNTliYyJ9.G3JVdGe3rFQ2F2Mpy6OpE6blcMatLiWRXe3zWvDu5XM" class="fr-fic fr-fil fr-dib" width="1086" height="383"></strong><strong>Fig 11. The Fail and Retry Step</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; } 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 Automated Creation of New starters</strong></p><p><strong>- The End-User Portal Experience</strong></p><p><br></p><p><br></p><p id="isPasted">This guide outlines how to configure automated onboarding for new users into Entra. New users can be created in Entra automatically from Halo, using the user details logged on a new starter request form in the Halo portal. This guide will include setting up the Microsoft CSP integration, syncing user data, and enabling onboarding through the self-service portal.</p><p><br></p><p>This functionality relies on runbooks and other pre-built elements that are only available in instances deployed/trials started from April 2025 onwards. Instances deployed after this date will have this functionality available out of the box. Instances deployed before this date will not have this functionality available out of the box, they will however be able to download this functionality in future, we aim to make this available from Q1 2026.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Who Can use this Functionality?&nbsp;</span></strong></p><p>- You are using Microsoft CSP and have GDAP over your customer&#39;s tenants.</p><p>- You have a single Microsoft Entra tenant.</p><p><br></p><p>If you would like to use this functionality across multiple Entra tenants, but you do not use CSP to mange them, you will not be able to use this functionality.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Automated Creation of New starters</span></strong></p><p><strong><span style="font-size: 12pt;">Step 1: Set Up the CSP Integration in Halo</span></strong></p><p>To begin, you&rsquo;ll need to integrate your Microsoft CSP with Halo. A guide on how to set up this integration can be found here: <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1189" id="isPasted" target="_blank" rel="noopener noreferrer">CSP Integration Guide</a>.</p><p><br></p><p><strong><em>Note: If you would like licenses to be assigned to users during onboarding, ensure that the &lsquo;Allow licences to be managed from within Halo&rsquo; checkbox is enabled during setup.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNTMxOWU0LTViN2ItNDJlNy1iYjExLWU3YTIxM2Y4ODQ5OSJ9.xRllZWbomGWz7ETp7xF0MW1wuvgLsWVuphN1UjouRvk" class="fr-fic fr-fil fr-dib" width="1014" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 1. Allow licences to be managed from within Halo<br></span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Step 2: Run an Initial Import of Tenants, Licenses, and Users. (Note, this step can be skipped if CSP has already been set-up and has been running imports via the Halo Integrator)</span></strong></p><p>Once the CSP integration is configured:</p><ul><li>Navigate to Configuration &gt; Integrations &gt; Microsoft CSP.</li><li>Navigate to the &lsquo;Tenants&rsquo; tab and use the &lsquo;Import Tenants&rsquo; button to run an initial import of Tenants and available licenses</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMWUwZjdlLTMwNDctNGMyYS1hNzg3LTAxYmM4NWEwZWZjNiJ9.Hlit18s5TY82cs92oy9ISMhRX_s238rFm9o0JNA8O7U" class="fr-fic fr-fil fr-dib" width="1044" style="width: 1046px; height: 655.941px;" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 2. Import tenants</span></strong></p><p><br></p><ul><li id="isPasted">Navigate to the &lsquo;Users&rsquo; tab and use the &lsquo;Import Users&rsquo; button to run an initial import of Users</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNDZmMjY5LTIxMWItNDBhNS05MDhkLTcyNmM3M2ZmY2QwMyJ9.BGzJOgW1wskM-FvZePo-XeteiA0uy6Tu5IpKNrbs1D0" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 590.015px;" height="590"></p><p><strong><span style="font-size: 10pt;">Fig 3. Import Users</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Step 3: Configure Azure Groups for Each Client</span></strong></p><p>For each client:</p><ul><li>Open the client record.</li><li>Go to the &lsquo;Azure&rsquo; tab.</li><li>Add the relevant Azure AD group names.</li><li>(Only the group names are required &mdash; these will be shown as selectable options on the self-service portal.)</li></ul><p><img data-fr-image-pasted="true" border="0" width="918" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmMzlhOWU4LTE3MjAtNDJkOS1iODQzLTY5MzRkNWZjMGQ0NyJ9.yGbsui6vO3L8iB9cKbg-FXKhVAbtLeRq01-KHCfkIVM" alt="A screenshot of a computerAI-generated content may be incorrect." style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Aptos, sans-serif; font-size: 16px; 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; width: 920px; height: 382.73px;" id="isPasted" class="fr-fic fr-fil fr-dib" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 4. Add Azure AD group names</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">End-User Portal Experience</span></strong></p><p><strong><span style="font-size: 12pt;">Submit a New Starter Request</span></strong></p><p>End-users can initiate an onboarding request by navigating to the &#39;New Starter Request&#39; on the self-service portal (Services and Products &gt; Users and Services &gt; New Starter)</p><p><br></p><p><img data-fr-image-pasted="true" border="0" width="602" height="302" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0MDYzNTZiLWY0ZWItNDc0MS04OTM0LWQ3N2U4M2I1NTlmZCJ9.MWbGjyW4Ut2DjWISuWewhixPu7rnq2G0n715zb06uik" alt="A screenshot of a websiteAI-generated content may be incorrect." style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Aptos, sans-serif; font-size: 16px; 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 5. Submit new starter request in portal&nbsp;</span></strong></p><p id="isPasted"><br></p><p>From this form, users can select:</p><ul><li>The email format for the new starter (firstname.lastname, firstinitial.lastname, etc.)</li><li>Azure AD groups to assign the new user to.</li><li>Licenses to allocate from the available pool against that customer, imported from the CSP integration.</li></ul><p><br><img data-fr-image-pasted="true" border="0" width="601" height="288" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYWU3Yzc5LTNkMjItNDMxOC1hYmQxLWYxOGFlODJlYTc0MiJ9.KKug6tgMOHUqOdIl1jsrLRXpBHY5J7kxkmm3d1hLXQE" alt="A white background with black linesAI-generated content may be incorrect." style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Aptos, sans-serif; font-size: 16px; 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. New starter request form<br></span></strong></p><p><br></p><p id="isPasted">Once the request is submitted:</p><ul><li>A ticket is created in the Halo agent portal.</li><li>All the onboarding details including groups, licenses, user principal name, and temporary password will be available under the &lsquo;Additional fields&rsquo; tab of the request.</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Approve and Trigger Onboarding</span></strong></p><ul><li>Once logged, the ticket will launch an approval process. For more on configuring approval processes please see the guide<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2396" id="isPasted" target="_blank" rel="noopener noreferrer">&nbsp;Approval Processes Overview</a>.</li><li>&nbsp;After clicking &lsquo;Approve&rsquo; there will be an option to &lsquo;Trigger Azure Onboarding Automation&rsquo;</li></ul><p>&nbsp;</p><p><img data-fr-image-pasted="true" border="0" width="602" height="263" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmYWI3ZjRmLWU5Y2EtNGUwNi1iNDA3LTVhYjM3MTYxOGIyOSJ9.lv-Qx3lkcbPc_M25ZuiHWGlFyeMesz3LmLRUTWGPNMM" alt="A screenshot of a computerAI-generated content may be incorrect." style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Aptos, sans-serif; font-size: 16px; 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 7. Trigger Azure Onboarding Automation</span></strong></p><p><br></p><p id="isPasted">With this option enabled, once approved, the automation will:</p><ul><li>Create the user in Azure</li><li>Assign them to the selected groups</li><li>Apply the selected licenses</li></ul><p>Onboarding only proceeds after approval, ensuring administrative control before provisioning.</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:115%;font-size:12pt;font-family:"Aptos",sans-serif;'>&nbsp;</p>

<div><div><div><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><div><div><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- How to have lines on an invoice grouped based on the product group they are in</strong></span></p><p><span style="font-size: 11pt;"><strong>- Checking the group a product is in</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Within Halo, there is the option to categorise (group) lines on an invoice based on the product group set within Halo. To enable this option, first navigate to Configuration &gt; Billing &gt; General Settings and go to the &quot;Advanced Settings&quot; dropdown. There will be an option called:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ZTAwMjQ3LWVkYmEtNGZhNC04ZTdmLTJkMmNiMWU5ZTQzMCJ9.20vSxIa3C_D7J00FFgIE81A-EsNCMPLe_VePNyNeFkU" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This option will change the visualisation of invoice lines in Halo. Additionally when syncing to the 3rd party accounting software Xero (only for Xero currently), the grouping will be replicated. Prior to enabling this setting, invoices will display the following way:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZmE2OTFlLTFjMDctNGJmZi1iNTg3LWIzN2E2ZDgzMjMyNyJ9.dK3ALVpDmVtg6-w9ZnNtChuxH1oHl0cb2lWHqhvtVjI" class="fr-fic fr-fil fr-dib" style="width: 1070px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Invoice lines before item grouping enabled</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;">After enabling the setting, the product groups will dictate the categorisation of the invoice lines:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViNmVmMDFmLTI3Y2UtNDhmYS1iMzBhLTZkZjQ0OTZjMDk3NCJ9.HGawub2kDc8fvH7v9_R8som3BCqadyNh1x_QVfAEu3Y" class="fr-fic fr-fil fr-dib" style="width: 1073px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Invoice lines after item grouping enabled</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Checking the Group a product is in</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;">Product groups are configured in the products area of Halo, to create or edit groups, right click on the existing list of groups, as shown in the below image:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NTUxNmJiLTU2ODEtNDZkZi1iYTBiLTI0MDMwMDY1NGQwMiJ9.J4Ll8XCdsCzGCrBgmQQAw1H4PF6_YJyQgjdanuNn8j0" class="fr-fic fr-fil fr-dib" style="width: 1069px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Edit/Create new product group</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;">A group can be set per product by editing the product and changing the group dropdown.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1MmI1MTBlLTQzMWItNGVkZS05M2M0LTJmOWEwMDVmODk2ZSJ9.7wwBtBfH3_VGlsNYtAWLqh7pqPxa6ZCg5O_o8SB4JOc" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Product group set against product</strong></span></p></div></div></div></div></div></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><p><strong>In this guide we will cover:</strong></p><p><strong>- How to have the quantity of a recurring invoice calculate based on subscription count&nbsp;</strong></p><p><strong>- Update Price/cost of items on recurring invoices from within the product</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">How to have the quantity of a recurring invoice calculate based on subscription count&nbsp;<br></span></strong></p><p>In order to manage recurring invoice lines linked to subscriptions being synced from distribution integrations, the following setting can be enabled in Halo (Found in Configuration &gt; Billing &gt; Recurring Invoices):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3YWMzMDEzLTE4M2ItNDcxNi1hYWQ5LWY0Mzg4MzE1MDczNiJ9.uOZshaaRTrxOaHZSy6gIiGb6zuwiOYThqdIXAZMrGi8" class="fr-fic fr-fil fr-dib" width="536" height="42"></p><p><strong><span style="font-size: 10pt;">Fig 1. &#39;Make Recurring Invoice lines inactive when subscription/license becomes inactive&#39; setting</span></strong></p><p><br></p><p>With this setting enabled, any subscriptions cancelled in i.e. Pax8 (or any other distribution integration that pulls through subscription status) will be synced over to be made inactive in Halo. The syncing will occur daily, based on the sync time of the Halo Integrator.</p><p><br></p><p>Quantity changes in distribution integrations will also sync through via the Halo Integrator into Halo, meaning that the quantity updates will happen daily, without a requirement for any setting changes. The only required setting for this functionality is:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMjdlNzhmLTI5YjYtNGZmNi1hNjMzLTNjOTU2MjMwYTE0MCJ9.VOdc78rf8rivrIsg3ToXa7bdbw8rguUiuNQZ7i4fAYk" class="fr-fic fr-fil fr-dib" width="651" height="72"></p><p><strong><span style="font-size: 10pt;">Fig 2. &#39;Allow recurring invoice line quantities to be calculated using Licence, User and Asset counts&#39; setting</span></strong></p><p><br></p><p>The above setting will perform a lookup on the subscriptions, licences, user and asset counts stored under each customer in Halo, allowing you to accurately bill the correct quantity (Including Pro Rata) each month. For example if the quantity count under a subscription changes within a customer:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxODMwMTU0LWUxZmQtNGZkOC1hOTBlLTM5YzI1OTNmM2FlMiJ9.VjHR6Vvwx6CXFj1DRRHz6CCa36cjbWc06Wb7insJAoE" class="fr-fic fr-fil fr-dib" width="1267" style="width: 1269px; height: 387.956px;" height="388"></p><p><strong><span style="font-size: 10pt;">Fig 3. Licence count of a customer</span></strong></p><p><br></p><p>This would be reflected on a recurring invoice line by firstly, adding a product to a recurring invoice:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3Nzc1NWUwLTYzNDEtNDFmOS1iZTYxLTQ0NTExNDE4NTYwZiJ9.jg5tE1fpNUB98LjybB3bPD6ZLsldPwdC9J4Lipw98AA" class="fr-fic fr-fil fr-dib" width="1276" style="width: 1278px; height: 233.169px;" height="233"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding product to recurring invoice</span></strong></p><p><br></p><p>Then editing the line via the pencil icon, and setting the quantity field to &quot;Subscription count on creation&quot;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkMjFjNzMxLTI2ZmItNDZjMi05ODYwLWRjNmNkMjQyODgyYSJ9.416vEEp7W2_rnmf-_ClKAx8UdoQvlJWjJEQT6Elh0kA" class="fr-fic fr-fil fr-dib" width="1264" style="width: 1266px; height: 280.526px;" height="281"></p><p><strong><span style="font-size: 10pt;">Fig 5. Edit invoice line, set quantity of line to be calculated based on subscription count</span></strong></p><p><br></p><p>Within the table add your subscription that you would like to do a lookup on the quantity of (This lookup will be done on a daily basis):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMmVkODA5LWYzY2UtNDQ1MS04NDYyLTM5NDM5Nzc0ZTlmOCJ9.1PEDvV99-ne-_LUKcXdQhisVakyW9TIpyfytbJhZz6E" class="fr-fic fr-fil fr-dib" width="526" style="width: 528px; height: 508.353px;" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 6. Set which subscription you would like quantity to be based on</span></strong></p><p><br></p><p>You can free up a number of the subscriptions, this value will always be deducted from the calculated quantity. You can also set a minimum number of licences that should always be billed for. Automatic adjustments will never take the invoice quantity below this amount</p><p><br></p><p>To add this functionality onto an invoice line for assets, licences, users etc... Check out this guide on <a href="https://usehalo.com/halopsa/guides/1970/" target="_blank" rel="noopener noreferrer"><strong>Automating Quantities in Recurring Invoices</strong></a></p><p><br></p><p>The pricing and cost data of subscriptions and licenses can be updated based on the price/ cost set on the subscription or licence lines found within the customer, <strong>only</strong><strong>&nbsp;if the distribution integration is syncing price and/ or cost data</strong>. The pricing/ cost updates can be set globally or per recurring invoice line. To set this option globally, navigate to Configuration &gt; Billing &gt; Recurring Invoices:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiNTU5MDdkLTc0NDMtNDMzNy1iNDIzLTk4OTBkYjA1NDhhOCJ9.ehfiCYSfXElLnPV-2OExKPWoryR-l1foTScydy12K68" class="fr-fic fr-fil fr-dib" width="752" style="width: 754px; height: 112.55px;" height="113"></p><p><strong><span style="font-size: 10pt;">Fig 7. Global settings to update invoice price/cost when subscription cost/price changes</span></strong></p><p><br></p><p>Alternatively the pricing/ cost update functionality can be set per recurring invoice line, by editing a recurring invoice line and setting the following to options:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0ODRiODliLTM1ZGItNGVkMy1hY2ZkLWIzOTZlOTZlZGI5ZiJ9.Q-Qmxf3GYuz378NkwqUtwJAKUI_VsVcBGaRKmG8tGEY" class="fr-fic fr-fil fr-dib" width="685" style="width: 687px; height: 625.561px;" height="626"></p><p id="isPasted"><span style="font-size: 10pt;"><strong>Fig 8. Invoice line level setting to update invoice price/cost when subscription cost/price changes</strong></span></p><p><br><strong><em>Note: If the above global settings have been enabled, the checkboxes within each recurring invoice line will be defaulted to on as well.&nbsp;</em></strong></p><p><br></p><p>If the automated price/ cost updates are not set, the Price and cost will be set on the recurring invoice line here:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5N2JiOGYyLTZiNDYtNGIwNS04NjhjLWQzZjhmNTUwNDZjNyJ9.Phea9aIURdbdG-z2Ff4yOjuMbtMKNJim3MTZROx-Zt4" class="fr-fic fr-fil fr-dib" width="1487" height="679"></p><p><strong><span style="font-size: 10pt;">Fig 9. Set price and cost of subscription on invoice line</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Update Price/Cost of an item on recurring invoices from within the product</span></strong><span style="font-size: 14pt;"><br></span></p><p>The Price/ Cost associated to all recurring invoices can also be updated directly from the product screen:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1NGE1YzRlLWM4MTEtNDg0Ny04Zjk4LTIxOWQ5OGVjMDgyMyJ9.Pnxq1IO3wRQQ98ZxyF5hz5SQ8ebcxKTML6drVreDFLA" class="fr-fic fr-fil fr-dib" width="1073" style="width: 1075px; height: 473.394px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 10. Price/cost of product&nbsp;</span></strong></p><p><br></p><p><strong><em>IMPORTANT: This will only update line items that currently have the same recurring price or recurring cost. After changing the value on the recurring price/ cost input fields, clicking on the checkbox options, and saving the page, the checkboxes will go back to being unset. This is because the price/ cost change on all recurring invoices, happens on a one time basis, after clicking save, this modal screen will pop:</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwODY2NDE0LWRiNTktNGZmOC1iMzA3LWIyYWNhNjMxNjg1NiJ9.VwOUk7ELiHp1a6xdJlYH87SLIGJNkoGyH6OVtYcIq40" class="fr-fic fr-fil fr-dib" width="1005" style="width: 1007px; height: 322.778px;" height="323"></p><p><strong><span style="font-size: 10pt;">Fig 11. Pop-up following updating item price</span></strong></p><p><br></p><p>After saving, and clicking &quot;ok&quot; on the modal window, the checkboxes will go back to &quot;No&quot;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMjlmMmViLTUzYzktNDM1OS05NTY5LTJkMzc3Y2MxYzNlMyJ9.vlviiPHMc46SPqQig49kD8SW_YoanpLAsZ5dak8Fz2o" class="fr-fic fr-fil fr-dib" width="1179" style="width: 1181px; height: 418.711px;" height="419"></p><p><strong><span style="font-size: 10pt;">Fig 12. Product price following price update</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>- Default project behaviour</strong></p><p><strong>- Have all projects created from Sales Orders be created under a Parent Project</strong></p><p><strong>- Billing when using Sales Order Parent Project Templates</strong></p><p><br></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Default Project behaviour</span></strong></p><p>Projects in Halo can be created automatically from a Sales Order line, for information on how this works and how to configure this see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2035" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. Projects typically have two levels of hierarchy, the top level being the &#39;project&#39; and the bottom level being the &#39;project task&#39;. However, you can have as many levels of project tasks within a projects as you would like. When a project is created from a sales order the project will be created with the tasks as child tickets within this project. Additional tasks can be added to this project, or tasks of the project, from sales order lines, when additional lines are added to an existing project they are created as child tickets within the chosen project. We recommend using this functionality.</p><p><br></p><p><strong><span style="font-size: 14pt;">Have all projects created from Sales Orders be created under a Parent Project</span></strong></p><p>If you create particularly large projects from sales orders you may want to have an additional level of project hierarchy applied automatically. Such as if you are selling various related projects to a single customer, each project having their own set of tasks. You may benefit from grouping these projects together under a singular parent (or master) project ticket, but still have the tasks separated into the project they relate to. We do not recommend using this functionality unless specifically required as grouping projects this way creates a project ticket that does not require action, the ticket itself is only used to organise other project tickets. &nbsp;</p><p><br></p><p>In order to do this you will need to have projects created from sales order lines be created under another project template, we refer to this template as the &#39;parent project template&#39;.</p><p><br></p><p>To set this up head to configuration &gt; sales orders, see the setting &#39;Sales Order Parent Project Template&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxODY4MTc0LWY1ZTgtNDNjMi1hYjc1LTEzNDNhMDViNTM4YiJ9.nTvTLpN_LcXksQ4CYhe1jcD94BMvGa3egXZw-fifw3o" class="fr-fic fr-fil fr-dib" width="674" style="width: 676px; height: 305.395px;" height="305"></p><p><strong><span style="font-size: 10pt;">Fig 1. Template to apply to projects created from sales order lines</span></strong></p><p><br></p><p>This setting is used have a parent project template be applied to projects that are created from sales orders. That is, any projects created from sales order lines will be created as a child ticket within this template, with their child tickets/tasks then created as grandchild tickets. Adding an additional level of hierarchy to the project.</p><p><br></p><p>As this is a global setting the template you select in this field should be very generic and not contain any child tickets. We recommend configuring a new template for this use.&nbsp;</p><p><br></p><p>To create a new template head to configuration &gt; tickets &gt; templates &gt; new template. Name the template something like &#39;Master project&#39; or &#39;Grandfather project&#39; and add it to your templates project group. Set the ticket type and summary for the template, the summary can be changed to be more specific once the project is created, for now call it something generic like &#39;Master project&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1MDBkYzk4LTE2OGYtNDdmNi04YTVlLTIzNDBjODg5YzdmNSJ9.jI8OGlakNcBaMLNrwbAN1b9lFGFeHqaq-3SzU0Vk--0" class="fr-fic fr-fil fr-dib" width="857" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 2. Template for master/grandfather ticket</span></strong></p><p><br></p><p>Now this template this created set this as the &#39;parent project template&#39; for sales orders using the setting shown in figure 1.&nbsp;</p><p><br></p><p>Let&#39;s see this in action. Create a new sales order containing at least two items that have project templates linked.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlNGFhZWJiLTdhMjUtNDE5Mi04Yzk5LTUyNWFjMWFhYjUyYiJ9.60hqmLkXPKL86gYzdz57LSc2JY0gdTEK8JLrMZMpe0Y" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 483.534px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 3. Sales order containing items linked to project templates</span></strong></p><p><br></p><p>When I create a project from the first line two project tickets will be created, a ticket using the project template linked to the item on the sales order, and a grandparent project ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3Zjc1NzU0LTE1YTYtNDA3ZS1iY2JmLTMyNGNhNDM2OTQ0MSJ9.qXCu-5KrR1_vr4UuheGL7mEvigbtZH6KWW5Dbtk2n0M" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 362.315px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 4. Grandparent project ticket</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhZjBiMTRmLTY5ZjMtNGM2Ni1iNjhmLWJkM2FjYjdiY2FmZiJ9._h6fyE-nIFoRnfOhvltNFSSqnbHEuWfBw6LrCilfV6E" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 482.396px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 5. Project ticket&nbsp;</span></strong></p><p><br></p><p>To add the second project on the sales order to this same grandfather project use the &#39;Create project&#39; action on the sales order line.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZjZjMWU0LWUyNGQtNDhkYi1hMzlhLWE5ZjViYmE2YTQxZCJ9.7iG8HseOqGTlV2on7cE7YyVxBocdIgMpE8DT06iJFTI" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 558.004px;" height="558"></p><p><strong><span style="font-size: 10pt;">Fig 6. Create project action on SO line</span></strong></p><p><br></p><p>Using this will automatically create this project under the same grandparent project as the previous line. This project will now appear under the &#39;projects&#39; tab of the grandparent project ticket&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNzFhY2QxLTMxZjQtNDBkMy1hY2Q5LTJkNmU5MzhlZTYzZiJ9.a-VCFFdujW8oqf_PHQ_zDq3m-A8I08vE_Hip3pHj4bA" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 378.978px;" height="379"></p><p><strong><span style="font-size: 10pt;">Fig 7. Projects under grandparent project</span></strong></p><p><br></p><p><strong><em>Note: Only projects (items linked to a project template) on the same sales order can be created under the same parent project ticket. If you have already created the projects and later need to add another project under this same parent project ticket you will need to add the project item to the same sales order the other projects were created from. I.e. One parent project will be created per sales order. If you create projects from a new sales order these will be created under a new parent project ticket.&nbsp;</em></strong></p><p><br></p><p>You will have links to both the created project ticket and grandparent project ticket against the sales order line. Earlier version will only show the project ticket link.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwMjFiY2VkLWM5NDAtNGVjMC04OWEyLTY0YzJkNzg1MmYwNyJ9.V4j4jyBMNpScWTBbnuSRYWbSgQSYqrdk_OQBV9-mfRc" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 543.616px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 8. Links to project and project grandparent tickets&nbsp;</span></strong></p><p><br></p><p>If you have the setting &#39;Automatically create projects when a project template is set at item level and the item is added to a Sales Orders&#39; (in configuration &gt; sales orders) enabled, projects created from sales orders will automatically have a parent template applied. Projects on the same sales order will be created under the same parent project.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Override the Parent Project Template per Item</span></strong></p><p>You can set different grandparent project tickets to be created based on the item. This allows you to override the project template used to create a grandparent project based on the line item a project is being created from. Useful when the grandparent ticket is specific to the type of project being created.</p><p><br></p><p>To do this head to Products &gt; select a Product &gt; Details tab. In the field &quot;Parent Project Template Override&quot; choose the template you would like a grandparent project ticket to be created with when projects are created from this item. &nbsp;</p><p><br></p><p>In the below example when a project is created from the &quot;Cloud Migration&quot; item (off a sales order) a project will be created using the template &quot;Cloud Migration&quot;. This project will be created under another project which uses the template &quot;Migrations&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3NmY2N2ExLTU4ZDAtNDc4Yy1hYTM2LWY2YTU5MmU5ZmE1NiJ9.i8GuYjt-rT-Oo4Yj7GPlogJm5OfRy76ZCbVkEQGZ2AE" class="fr-fic fr-fil fr-dib" width="1081" style="width: 1083px; height: 428.868px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 9. Override Parent Project Template on item</span></strong></p><p><br></p><p>If two projects are created from products on the same sales order, but the products have a different &quot;Parent Project Template Override&quot;, the projects will be created under the same grandparent project. The template used for creating the grandparent project will be taken from the template assigned to the first line item a project is created from. Any additional projects created from this sales order will be added to this existing grandparent project. To clarify, only one grandparent project will be created per sales order.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Billing when using Sales Order Parent Project Templates</span></strong></p><p>If you are using this functionality you will need to consider how you would like your projects to be billed. The &#39;project hierarchy&#39; of the ticket type set against the grandparent template will impact how the project is billed. Whether one invoice is created for all the projects under this grandparent project. Or if invoices can be created for each project under the grandparent. Refer to our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2404/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>project hierarchies</strong></a> for information on this.&nbsp;</p><p><br></p><p>If the ticket type set against your master/grandparent template has the project hierarchy &#39;Project&#39; only the grandparent ticket will appear in the &#39;Project&#39; area of ready for invoicing. All the &#39;sub-projects&#39; and project tasks under this project will be billed on a single invoice.&nbsp;</p><p><br></p><p>If you would like to have a grandparent/master project ticket but have the &#39;sub-projects&#39; billed separately you could set the ticket type set against the master/grandparent template to have a &#39;Project task&#39; hierarchy. This will result in each project under the grandparent project appearing in the &#39;Project&#39; area of ready for invoicing, allowing you to create an invoice for each project.&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>- Setting Rules on Child Ticket Creation</strong></p><p><strong>- Applying it to a Ticket/Project</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/1435/" target="_blank" rel="noopener noreferrer">Custom Fields</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1829/" target="_blank" rel="noopener noreferrer"><strong>Templates</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/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/966/" target="_blank" rel="noopener noreferrer"><strong>Parent and Child Tickets</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/885" target="_blank" rel="noopener noreferrer"><strong>Ticket Templates</strong><br></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Setting Rules on Child Ticket Creation</span></strong></p><p>In Configuration &gt; Tickets &gt; Templates, you can create a ticket template as normal to act as the parent ticket. I am using a Project in this example, but you can use whichever type you wish.</p><p><br></p><p>In the &quot;Children&quot; tab of the ticket template, you can set child tickets to be created from child templates, as well as any rules/conditions for their creation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NDM1MTVlLTU0YjEtNDIwOS1hMzc5LWMwZjUxZDgyMTdjMCJ9.vXVmme7VLa1uqNDYI-y4c_TwYjdnL57XvCIvteqe0_E" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 298.219px;" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 1. Children tab on a ticket template.</span></strong></p><p><br></p><p>To create a child template, go to Configuration &gt; Tickets &gt; Templates, and change this dropdown in <strong>Fig 2</strong> to &quot;Child Template&quot;. You can then create a ticket template like normal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkZjdiODgxLTI0YmMtNDViYy05OWI1LTFmYTkxMDQxMzhlOCJ9.EyBHBxzjqpB2jXztJTYoV14fQY_5BF5rrAYEgKLCp84" class="fr-fic fr-fil fr-dib" width="385" height="178"></p><p><strong><span style="font-size: 10pt;">Fig 2. Child Template entity dropdown.</span></strong></p><p><br></p><p>In the Children tab you can then press the &quot;Add&quot; button, and select the Child Template you made in the dropdown.</p><p><br></p><p><em><strong>Note: You can only add one of each kind of child template, so you will need to create a new template for each ticket you wish to create. This will also allow you to fully customise its contents, but can be identical if you wish. The &quot;Clone&quot; button at the top of the template is helpful to create multiple similar templates easily.</strong></em></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkMTRhZTJjLTM1YjEtNDg0Yy1hYTM1LTI2ODI5YzZkMTY1NCJ9.stNFtGtY7-B1rM8h-8s5lZvDyKw5fiWeTkyV_Khpj_Q" class="fr-fic fr-fil fr-dib" width="692" height="255"></p><p><strong><span style="font-size: 10pt;">Fig 3. Add Child Template selection.</span></strong></p><p><br></p><p>Upon clicking the &quot;Save&quot; button, you will go back to this screen and see the ticket template appear in the table. You can then set rules/conditions on its creation by clicking the plus icon highlighted in <strong>Fig 4</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlMWJhYmI5LTE0MjctNDdiMi05MTc3LTNmNzllNmM0N2ZmZCJ9.X8CJE88VtE5-N37qN-2fSHKl0mSlRY8-R-nZLVQySiY" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 241.174px;" height="241"></p><p><strong><span style="font-size: 10pt;">Fig 4. # of Rules column.</span></strong></p><p><br></p><p>In the popup that appears, select &quot;Create when a drop down custom field is selected (Multi Select)&quot; and choose the field you want to base creation off of. I am using this custom field titled &quot;Software&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNGM5MWVhLTUzOGEtNGFlMC1hZDZiLTc0OWFjNmZmOTBkZSJ9.Wknxvromt8mV_eLbCq04GVhPPJWPVfb8CqVionIeb0E" class="fr-fic fr-fil fr-dib" width="693" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 5. Add Rule screen.</span></strong></p><p><br></p><p>Upon saving again, you can then add the value that the rule is based off of. If this value is selected as part of the multi-select field options, the child ticket will be created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlNjE0ZTllLWRhMzktNDliZi04ODA4LTdjNWU4Mzk3MTljOCJ9.Q8aePeak_RsaFdT4iWF9k0eSgmQp47jsZ4aC-WTgO_I" class="fr-fic fr-fil fr-dib" width="693" height="248"></p><p><strong><span style="font-size: 10pt;">Fig 6. Add criteria screen.</span></strong></p><p><br></p><p>Once this is saved, you can use this dropdown arrow to show the conditions set against the template, and edit them with the pencil icon that appears on the far right of the dropdown text.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0NmIyMjA4LTI5ZjgtNDBmNC1iYzYzLTRmYzBlNjBkNWE2MSJ9.XG-6_b0VV7r1o-Kwnw372yKLF42zkvwKXf_LDht-jII" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 104.407px;" height="104"></p><p><strong><span style="font-size: 10pt;">Fig 7. Rule dropdown.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Applying it to a Ticket/Project</span></strong></p><p>Now, let&#39;s apply the parent template we made to a ticket. I used the &quot;Apply a Template&quot; button at the top to apply a template upon logging, but you can set the template on ticket type if you wish.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkYjM2NDFmLTU4OWUtNDdjZC05MTAyLWU5ZmMyZmRjOTE2OSJ9.49gTHocgJScyJcrOcPUV-I3B4IAsHA2BbhRGrjNyOxk" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 507.696px;" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 8. Logging the ticket with the template applied.</span></strong></p><p><br></p><p>When logging the ticket, I have set the &quot;Software&quot; field to &quot;Apple QuickTime&quot; and &quot;Business Objects&quot;, which should satisfy the (a) and (b) child tickets, but not (c).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmNGI1YThiLTg3YTctNGIwZi05ZGEzLWFjMTFhMzg5YTk3YyJ9.7dXhqZsBp6QxxL-tRP82DdTvH18mkl6izWAzi8I8voU" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 434.975px;" height="435"></p><p><strong><span style="font-size: 10pt;">Fig 9. Selecting the values for (a) and (b) in the multi-select field.</span></strong></p><p><br></p><p>Upon logging, we can see the (a) and (b) child tickets have been created, but not (c) as we did not add &quot;Cisco WebEx Productivity Tools&quot; to the multi-select field, which was the rule for that child template.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1ODllMmNkLThmNzAtNDhhMy04MWFiLTgwMDBlMTMyOTkwMSJ9.4W4p1e2GRw4jy4o1OplotsjPI8OgldFS-1mLlBKUWCM" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 208.374px;" height="208"></p><p><strong><span style="font-size: 10pt;">Fig 10. Child tickets created from the templates.</span></strong></p><p><br></p><p>The &quot;Project Plan&quot; tab shows the templates and whether they have been created on the right hand side, with a link to the ticket within the number.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxZjQ3MmY0LTk2MWUtNDMyYS05YjdmLTdhNGYwODRkOTA1OSJ9.Kj0UGxQYQl0l0BfjCCBNnORajkPgRjh_nF0kxKbphBE" class="fr-fic fr-fil fr-dib" width="968" style="width: 970px; height: 354.638px;" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 11. Child tickets with conditions and whether they have been created or not.</span></strong></p><p><br></p><p>We can then click into the (a) child ticket, and see the system has opened this with the summary, details, and other information that can be set on the ticket template.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3Mjk2M2MwLTdmMzQtNDA3ZC05ZmQ3LWQ1NzRmOTM4ZGY3YyJ9.S_XINklVXFNKeliJt-KPV6GusF3TDnvnNyFfLel0WSs" class="fr-fic fr-fil fr-dib" width="964" style="width: 966px; height: 421.628px;" height="422"></p><p><strong><span style="font-size: 10pt;">Fig 12. Child ticket created from the template and rules.</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>- How to use a custom SQL query to calculate the Licence/Subscription Count on Recurring Invoice Lines&nbsp;</strong></p><p><br></p><p><br></p><p>Custom SQL queries can be used to calculate the quantity of invoice lines based on information from your database. This provides many more options and flexibility to how your invoice line quantities are calculated as they can be calculated using data in your database rather than just based on the standard entities (licence count, user count, asset count etc). A SQL query will need to be written to calculate the line quantity using data in the database, the query must return a column labelled &#39;QUANTITY&#39; that contains the desired quantity.&nbsp;</p><p><br></p><p>Custom queries can be configured by pressing the button below found within Configuration &gt; Billing &gt; Recurring Invoices (this requires the setting to allow calculated quantities to be enabled).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNzM4ZTFkLWY5ZWMtNGRmZC1iODk4LTFjZWQ5MTVlNTM5MyJ9.08rkDrWmclXaKXkU1P8Gs17dTSGj0Kw3xh5unOFYU3A" class="fr-fic fr-fil fr-dib" width="895" style="width: 897px; height: 351.641px;" height="352"></p><p><strong><span style="font-size: 10pt;">Fig 1. &#39;Allow recurring invoice line quantities to be calculated using Licence, User and Asset counts&#39; setting</span></strong></p><p><br></p><p>The query must return a single cell with a column named [QUANTITY]. A test button is provided so you can input an example recurring invoice to ensure the calculation works as intended before generating a recurring invoice.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNDRlNWNkLWRmZWUtNDU2MC04ZWQ4LTMwYWVmNDNmM2E4OSJ9.UMHIwKCa01wK2dvo0zteuuXUd_McdPl9AZ_DUZwRx7M" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 388.684px;" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 2. Custom SQL quantity example</span></strong></p><p><br></p><p>These custom queries can then be selected on recurring invoice lines using the &#39;Quantity&#39; dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlMzMzNTIzLTllZDQtNDg1My04ZDU1LTI5NjQyMWM4NDQxOSJ9.Cnk1tMaThCP7ixXBZ_i9me6mjEHDydvcisx0P5z-brE" class="fr-fic fr-fil fr-dib" width="487" style="width: 489px; height: 402.53px;" height="403"></p><p><strong><span style="font-size: 10pt;">Fig 3. Set invoice line to be calculated based on custom SQL quantity&nbsp;</span></strong></p><p><br></p><p>Adding for example a MS 365 Business Licence product line to a recurring invoice, and then editing the line and then selecting the quantity option &quot;Custom SQL Quantity&quot;</p><p><br></p><p><strong><em>Note: These will not be calculated in recurring invoice list views. Pro-rata will not pull through for the quantities</em></strong></p><p><br></p><p><strong>Calculating quantities from custom table data</strong></p><p>If you have a custom table in your instance that already contains/calculates the quantities you would like to use for your invoice lines you can use $-INVOICELINEID to match each invoice line to a row in the the custom table. This allows you to use the same SQL query to calculate multiple line quantities, rather than having to create multiple queries that only return a single cell of data. You can have a column containing all the line quantities, then determine which row the invoice line uses by matching on the invoice line ID. This requires the invoice line ID to be stored in the custom table.<em>&nbsp;</em></p><p><br></p><p><strong>Worked Example - Calculating Quantity of Software Installed on a Device per Customer</strong></p><p><br></p><p>For this specific scenario we need the ability to calculate the quantity of software installed on all devices under a specific customer.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwNDdhOTM0LTZjYjEtNDM0Yi05Y2M4LTJmNzg4Y2RhZWYzYSJ9.ObgXwJ6COHOmxnDcwl1ymwo25jHVIhrhTC7YdVEeuic" class="fr-fic fr-fil fr-dib" width="1496" style="width: 1498px; height: 334.824px;" height="335"></p><p><br></p><p>This would likely be a case where you would like to charge your clients automatically for particular pieces of software installed on the devices you provide. In my example, we have Outlook and Netflix installed on one laptop and just Outlook installed on another users laptop, under the same client:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NmVhNjk3LTY2OGMtNGNiYy1hZTU0LTc3MzE2YmVlMDE4NCJ9.TB7ZLbNhvfO9RAkKNtQ9UvKPC6n3aTKtTLQSQ2_LTn8" class="fr-fic fr-fil fr-dib" width="1471" style="width: 1473px; height: 441.804px;" height="442"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlNGZmMGFmLThkNDUtNGUwZS05ZDdjLWNhMThkMGNjMDJlMCJ9.4WQYDeNkaOrItqkFss9jimP7F5-l32GlknpMCkBwpf8" class="fr-fic fr-fil fr-dib" width="1521" height="392"></p><p><br></p><p>In this example, I would like to bill my client for the software I have provided them automatically through a recurring invoice. To do this I can utilise Custom SQL Quantities. The first step would be to build out my SQL Quantity calculations for each software application I would like to bill for against a customer&#39;s assets. The query would look as follows:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMWU2M2RkLTNhMGEtNGVmZi05MzI3LTM4MjQ3NTc2MmUyNSJ9.jERAeJ7I3T9F5HOysBysI1vNJQi8vjYdcZAEpPfNbgk" class="fr-fic fr-fil fr-dib" width="815" height="662"></p><p><br></p><p>The only key difference is to change the where clause to match the piece of software I would like to bill for. In this case WHERE dadesc like &#39;Netflix&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3ZjcyYWU4LWMyYTctNGVhYS05YTQ0LTNjMmFlNjY0ZmIwZSJ9.Qm8hytDHDwJwGkR4_S1kYX-GJctJ1wraPbjlrul34pc" class="fr-fic fr-fil fr-dib" width="616" height="283"></p><p><br></p><p>Once these have been configured I can now update my line items to calculate the quantity of these subscriptions for my client as follows:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0ODk0MDkxLTI3YWUtNDg3MS1iMjNhLTVlZDQyNmU0OGY0YiJ9.-nBddcGNrIoKKfaw53YA-RmibxcEhr0Jh9QYV6lrgg4" class="fr-fic fr-fil fr-dib" width="1253" height="156"></p><p><br></p><p>Now my recurring invoice can automatically calculate the quantity of software licences per client in my recurring invoice. A quantity of two for Outlook and a quantity of one for Netflix:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMGI2Y2NlLTYyNmMtNDJlOS1hYWZkLTEwYzJhYWExODNkNCJ9.To3OBvNjjsavz6hEAoEznrST9cBLFRag21xDzxvve5M" class="fr-fic fr-fil fr-dib" width="1207" height="366"></p><p><br></p><p>The SQL query can be expanded to calculate the quantity per asset type, asset group, site etc</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>- An Example agreement set up for a customer who has a pay as you go agreement&nbsp;</strong></p><p><br></p><p>This is an example of the setup required for a Pay As You Go (or break-fix) customer. In this example the client will be charged per hour for labour on charge rates with a charge per hour on tickets they have logged, or the service desk have logged on their behalf.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2Y2JmMWQ0LTcyMzEtNDllMS04ZWQ1LWFiZDcwNGMxNjI0NSJ9.twIq0v2NTGfAsn6s8uGsIfWA3yX8PRnCw6RteuBtXyc" class="fr-fic fr-fil fr-dib" width="639" height="958"></p><p><strong><span style="font-size: 10pt;">Fig 1. Billing Rule setup</span></strong></p><p><br></p><p>Using the above billing rule all billable time will be unmatched, and therefore be logged to &quot;Pay as you go&quot;. &nbsp;This means that all time logged against chargeable charge rates will be billed against the client.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhNGVhZTRlLWRhYWYtNDMyMi1hMmQ2LTQxNzIzZmFhMTA0MyJ9.svUxfemQB5G7PuyNdpfo1kwoAGDGtN_5hdZ1c2nLvfQ" class="fr-fic fr-fil fr-dib" width="1185" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 2. Charge rate config (Configuration &gt; Billing &gt; Charge Rates)</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNTAyMWYyLTQ3ZDMtNDEyMS04OWNlLTJmMTRmZWU5ZTc4YyJ9.f401fLSpgETdQ0MlEm5pMglxrH-mhTP982fsVLmkcdM" class="fr-fic fr-fil fr-dib" width="417" height="223"></p><p><strong><span style="font-size: 10pt;">Fig 3. Chargeable action</span></strong></p><p><br></p><p>Once the action has been logged, and the ticket is closed and reviewed (if this is required based on billing general settings for &quot;Ticket Review Processing&quot; and &quot;Billing on Open Actions&quot;). If all requirements are met you will be able to see the billable time in the ready for invoicing screen under labour (navigation menu *Click into Invoices Area* &gt; *Click into Ready for Invoicing*).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmZGYyZjRmLWNkOGQtNDQ2YS1iMGQyLTQyNzMzZmJmZTU3NyJ9.4CALpPSiCRRGLqHvYYJHB265bhmP485CtMb25647JvM" class="fr-fic fr-fil fr-dib" width="1103" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 4. PAYG Time Ready for Invoicing</span></strong></p><p><br>From the above location you can generate the invoice and bill the client for time.</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>- An Example agreement set up for a customer who has a Pre-Pay agreement</strong></p><p><br></p><p>This is a setup for a client with a Pre-paid block of hours. For example, the client can purchase 10 hours that will expire on a given date but will last up until that date and can be gradually used on an ad-hoc basis.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxNjNlOTEyLTAzNTAtNDQ4Mi04YjJjLTVlNjgxOTY5YWM4YiJ9.qfTTMLTccO7RIgBs83IhgzHDDIKBsw4r6p96McIhJFc" class="fr-fic fr-fil fr-dib" width="1105" height="833"></p><p><strong><span style="font-size: 10pt;">Fig 1. Example 10 hour Pre-Pay budget with set expiry</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjYWM5NTkyLWFiY2YtNGE1MS1hMWJjLWQ0ZDA2NGY1MjIyNiJ9.6xi8ZLAIKO0-ZFddlZ0tAE7fiGPZTNsCQ_HyaTFlSiw" class="fr-fic fr-fil fr-dib" width="1462" height="870"></p><p><strong><span style="font-size: 10pt;">Fig 2. Billing Rules for Pre-Pay usage</span></strong></p><p><br></p><p>The above Billing Rule will allocate all billable time against the Clients Pre-Pay balance. Once the 10 hours has expired they will go onto the unmatched plan, which for the above is Pay as you go.</p><p><br></p><p>The below option is available to use a monetary value. The &quot;Pre-Pay Hours Used&quot; field will instead be &quot;Pre Pay Amount Used&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhNGZhZWIzLWNlNzEtNDViNC04MjZlLWJhZTRmMThhMTdkMSJ9.8PNDAFUFtoqjLPEvxg6JpCz_SY3kqWS6VlUEvPXPVFQ" class="fr-fic fr-fil fr-dib" width="272" height="40"></p><p><strong><span style="font-size: 10pt;">Fig 3. Choosing how to calculate pre-pay.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Pre-Pay Auto top-up against agreement</span></strong></p><p>This prepay feature allows you to automatically increase the bucket of hours a customer gets per period. The following can be found on the Pre-Pay tab of an agreement:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNjRjNGU2LTJmOGMtNDU3NS1hYjk5LWRkN2NkMDFmMmQ4NCJ9.DAsUD-EMQfA5vbvp9rO5teEjaGVehh5vKNi2JLediGY" class="fr-fic fr-fil fr-dib" width="916" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 4. Top up configuration.</span></strong></p><p><br></p><p><strong><em>Note: The scheduling service must be enabled for this functionality to work</em></strong></p><p><br></p><p>The threshold refers to the minimal amount of prepay allowed in the current period before auto top-up applies. &quot;Top up to this amount of hours&quot; refers to - The maximum amount of hours that can be auto topped up to. e.g. if the threshold was 5 and the Top-up was 20, but the &quot;Top-up to this amount of hours&quot; was also 20, then the auto top-up would only be 15 hours and the balance would be capped at 20. Cost per hour being the override for the value of hours that are given via auto top-up.</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>- An Example on how to set up an agreement for a customer who has an all you can eat agreement</strong></p><p><br></p><p>In this example we will run through the setup for a customer who has an all you can eat agreement. This means that they can use the service desk as much as they want and they will not be charged for any labour because they pay a periodic invoice for the services they will use.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiNWRlN2MwLWFlNmYtNDcwOC1iMjMyLTQ1NGNhMjVjNGQwOCJ9.eT_6TXR1STBAQ8M4_IlMDQ33fShRkwKZhByySwRGtfc" class="fr-fic fr-fil fr-dib" width="386" height="375"></p><p><strong><span style="font-size: 10pt;">Fig 1. Unlimited Hours Per Period Agreement</span></strong></p><p><br></p><p>If required you can have a recurring invoice attached to the agreement, this is where the customer will have a periodic invoice generated based on the recurring billing schedule you set up. Next Call Date is explained in <a href="https://usehalo.com/halopsa/guides/2085/" rel="noopener noreferrer" target="_blank"><strong>this guide</strong></a>.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkOGZjYWUyLWEzYmUtNDM3Yi05NDAwLWFlMTRmY2ZjZmE3MyJ9.Fy7cfErDmUpMXmXva0LAQvWMHbZ7-8cjNz3GPR_KWOQ" class="fr-fic fr-fil fr-dib" width="2369" height="792"></p><p><strong><span style="font-size: 10pt;">Fig 2. Recurring Invoice from the Agreement</span></strong></p><p><br></p><p>The next stage is to tell the system to allocate all time against the unlimited agreement you have set up. Because they will be charged the yearly amount, you want to tell the system they are not going to be charged for any billable labour.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjYzAzZmU4LTBhNzAtNDQ1NC1iNWUyLWVkZWUxOWEwY2E1OSJ9.FrKv8PSsUpu4l7-06o6AbffQLV2TltPW7-joATecWbA" class="fr-fic fr-fil fr-dib" width="1185" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 3. Allocating all billable time against the agreement under Billing Rules</span></strong></p><p><br></p><p>With this setup in place the time set against actions on tickets will be consumed by the agreement every time.</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>- An Example agreement set up for a customer who has a combination agreement</strong></p><p><br></p><p>This is an example of a client that is billed in a different way, where some things are covered, and others are not.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4OTNlMzZmLWIyMWMtNDA2OC05NzAxLWQ5NjcwOTI3NjU1MiJ9.H_OAGQemzXNV71nnYJYJ0xfGh7OzV5Wzoa88nhO7fBw" class="fr-fic fr-fil fr-dib" width="1463" height="372"></p><p><strong><span style="font-size: 10pt;">Fig 1. Combination Billing Rules</span></strong></p><p><br></p><p><span style="font-size: 11pt;">In The Above Example The Client Has Two Billing Rules:</span></p><ul><li>The first is a partial match rule on a category matching <strong>&quot;Account Administration&quot;</strong>. For this rule the Billing Plan is set to &quot;Don&#39;t Invoice&quot; and therefore tells the system that time logged against tickets of this category are not billable, and are not part of a contract so won&#39;t contribute to the time on contracts.</li><li>The second billing rule is telling the system to put all <strong>&quot;Remote Support&quot;</strong> Time against the contract SP0002.</li></ul><p>This can be useful if there are only 10 hours allowed for Remote Support per month before the customer is billed, and after the 10 hours on the contract is used then the customer will be billed PAYG based on the unmatched setting. If you wanted &quot;backup&quot; tickets to not interfere with this then you could set the Billing Rules up in that way as they are set to &quot;Don&#39;t Invoice&quot; which means the time won&#39;t go against the contract.</p><p><br></p><p><strong><em>Note:</em></strong><strong><em>&nbsp;It is important to note Billing Rules are read by the system in Sequence Order, so if the ticket doesn&#39;t match the first line, it will then attempt to match on the second line, if it doesn&#39;t match any plans it will go against the unmatched setting (In this situation unmatched was set to Pay as You Go as shown at the bottom of the Fig 1. image).</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><div class="guide-container"><div class="section guide-bubble"><h3>1. Get Ticket Information</h3><p>First, retrieve the ticket details by making a GET request to:</p><pre><code>/api/tickets/{ticket_id}</code></pre><p>The response will contain an <code>approvers</code> array. Each approver entry contains:</p><ul><li><code>name</code> - The approver&#39;s display name</li><li><code>emailaddress</code> - The approver&#39;s email</li><li><code>user_id</code> - The approver&#39;s user ID</li><li><code>seq</code> - Required for approval submission</li><li><code>actionnumber</code> - Required for approval submission</li></ul><p>Example approver entry:</p><pre><code>{ &quot;name&quot;: &quot;Halo Admin&quot;,     &quot;emailaddress&quot;: &quot;example@halo.com&quot;,     &quot;user_id&quot;: 23,     &quot;seq&quot;: 8,     &quot;actionnumber&quot;: 17 }</code></pre></div><div class="section guide-bubble"><h3>2. Submit the Approval</h3><p>Make a POST request to:</p><pre><code>/api/ticketapproval</code></pre><p>Using this JSON structure:</p><pre><code>[ { &quot;ticket_id&quot;: YOUR_TICKET_ID, &quot;seq&quot;: APPROVER_SEQ, &quot;actionnumber&quot;: APPROVER_ACTIONNUMBER, &quot;result&quot;: APPROVAL_RESULT } ]</code></pre><p>Where:</p><ul><li><code>ticket_id</code> - The ID of the ticket being approved</li><li><code>seq</code> - The seq value from the chosen approver</li><li><code>actionnumber</code> - The actionnumber value from the chosen approver</li><li><code>result</code>- Your approval decision:<ul><li><code>1</code> = Approve</li><li><code>2</code> = Reject</li></ul></li></ul></div><div class="section guide-bubble"><h3>Related Guides</h3><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1823/" target="_blank" rel="noopener noreferrer"><strong>Creating a New Application for API Connections</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1737/" target="_blank" rel="noopener noreferrer"><strong>How to start using the Halo API</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1566/" target="_blank" rel="noopener noreferrer"><strong>Setting up an API Agent</strong></a></li></ul></div></div><style> .guide-container { max-width: 800px; margin: 0 auto; padding: 20px; } .guide-bubble { background-color: #f8f9fa; border-radius: 8px; padding: 20px; margin-bottom: 20px; box-shadow: 0 2px 4px rgba(0, 0, 0, 0.1); } .guide-bubble h3 { color: #2c3e50; margin-top: 0; } .guide-bubble pre { background-color: #ffffff; border: 1px solid #e9ecef; border-radius: 4px; padding: 15px; overflow-x: auto; } .guide-bubble code { color: #e83e8c; background-color: #f8f9fa; padding: 2px 4px; border-radius: 3px; } .guide-bubble ul { padding-left: 20px; } .guide-bubble li { margin-bottom: 8px; } .guide-bubble a { color: #0066cc; text-decoration: none; } .guide-bubble a:hover { text-decoration: underline; } </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 create an automated ticket based on the Next Call Date field</strong></p><p><br></p><p><br></p><p>Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding their agreements. This is possible due to the criteria set against an automated ticket. First of all when you are creating the Agreement, you can add in the next call date, this is the date which you will want to call the client back to make them aware that their Agreement is about to end, so you can discuss renewal/ changes that they may want on the Agreement. You can also set the Agreement(Contract) Type against the Agreement:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0YTI5OTk0LTkyZmQtNDNkOC1iZjIzLTJhNGRkN2FkNWQ0YiJ9.bbham6ixW7CPIMthXkO6SyThON1tLYNnmRijnEPUC2o" class="fr-fic fr-fil fr-dib" width="702" height="676"></p><p><strong><span style="font-size: 10pt;">Fig 1. Agreement(Contract) Type Set against the Agreement</span></strong></p><p><br></p><p>This can then be added as the criteria of the automated ticket (Configuration &gt; Tickets &gt; Automated Tickets):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1NGQxZWRjLTMzNTItNDUxNi05MjIyLTAxZDNiOGRmZjY1YSJ9.5HB__PWcrlEn2yB35UpQSSzu0PsGCfmE4qT09Vf7lZs" class="fr-fic fr-fil fr-dib" width="1438" height="792"></p><p><strong><span style="font-size: 10pt;">Fig 2. Automated Ticket Criteria</span></strong></p><p><br></p><p>The Agreement(Contract) Type can be set against multiple Agreements, this means that you will only have to set a next call date automated ticket per Agreement type. You could also match on criteria such as the Status of the Agreement or the Labour Type.</p><p><br></p><p>Then like any other ticket template, you add the ticket type and other defaults for the ticket that is to be created. The agent assigned to the automated ticket can be the account manager of the client, this is a field set on the settings tab:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNzllMDk4LTA1ODAtNDYzYS1iNWE1LTdiYjg3MGQwMDRmZCJ9.4ODIZ2zxXZvy16_X8__y6Wix7PX5hUhj1FVxsM9jBcI" class="fr-fic fr-fil fr-dib" width="1170" height="385"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting an Account Manager on the Client</span></strong></p><p><br></p><p>Now when an Agreement reaches 5 days before its next call date, a ticket will be created. In <strong>Fig 2</strong> there is a field for increasing the Next Call Date on the Agreements that have matched this automated ticket, so you can update this date field against the Agreement 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 id="isPasted">Released in Version: 2.100.1</p><p><br></p><p>Depending which version you are on: in the configuration for the Exchange Calendars integration, you can enable &#39;&#39;When linking a recurring appointment to a ticket, link all appointments in the series&quot;:</p><p><br></p><p>Configuration &gt; Calendars and Appointments &gt; Exchange Calendars:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1NjQxYzVlLTQyMGEtNGZiOS1iODBiLTBlZDM3OTllYTI5YiJ9.3OyOzSH-pYgxa-95loOWhTKOj4VcX3kArY9TDulPkBE" style="width: 926px;" width="926" height="694" class="fr-fic fr-dii"></p><p><br></p><p>If you are on a later version of Halo this could be located in Configuration &gt; Calendars and Appointments &gt; General Settings this is within the Integration Settings dropdown:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyMTc0MThiLTRiYmYtNGNjYi1iNzA1LTY2MjIxZmJkZTFiYyJ9.fql2l-GcXptd331p11nqacV-dO1BQeqZj0L54grKa-0" width="926" style="width: 926px; height: 297.442px;" height="297.442" class="fr-fic fr-dii"></p><p><br></p><p>When enabled and linking a recurring appointment to a ticket which was imported from exchange calendars or on the later versions (based off of where the setting is located on your instance) any calendar integration, all appointments in the series will also be linked to that ticket.</p><p><br></p><p>Any other appointments form the series imported in the future will also be linked upon import.</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>How to include QR codes within PDF Templates + a specific use case: The Swiss QR Bill</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>When generating PDF templates, you can include some specific HTML in order to render a QR code, returning data of your choice.</p><p><br></p><p>The PDF Template Online Repository has an example of how this is implemented. From your PDF Templates (Configuration&gt;Reporting&gt;PDF Templates), you will find an option to head to our PDF Template Online Repository:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiN2JmYjEwLTJmMWMtNDZkYi1hYTgyLWE2M2Y4NjA3NDk1MSJ9.rD39AbkXOu0epcjURs51c-kpYFVOp8Gs0Tzl812cN6c" class="fr-fic fr-fil fr-dib" style="width: 202px;" width="202" height="81"></p><p><br></p><p>In here, you will find an invoice template: QR Code:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmYzI1MDk3LWViYTgtNDgyMy1iODIyLTkyNmJiM2YxNDcwNyJ9.pPJX9JJUc1fI1ZKco2yiNeJFnFDLNVgzp7uV2jXHBcc" class="fr-fic fr-fil fr-dib" width="303" style="width: 303px; height: 234.792px;" height="234.792"></p><p><br></p><p>You can download the PDF Templates to your local reposiotry via clicking into&nbsp;the template, then selecting the below:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5MDk5ZjE3LTU2MTktNGM1My05MDhjLWJjYmNkZGQ0NGJkMiJ9.6ana1wpd6B5XF-hWBJ-1XXXSQfUeAxpM9gO27-ufius" class="fr-fic fr-fil fr-dib" width="483" style="width: 483px; height: 149.757px;" height="149.757"></p><p><br></p><p>This template includes a separate page with a QR bill slip:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjOTU2OTY5LTM0NDgtNDNlYS04NjY2LWFiNjczNzMzMjhjNCJ9.HfVzV-8j31Nu0EgDDXTDR7aAjIug_8uHCaa59WHn7DY" class="fr-fic fr-fil fr-dib" width="554" style="width: 554px; height: 371.237px;" height="371.237"></p><p><br></p><p>As far as HTML is concerned, there are a few key places to pay attention to.</p><p><br></p><p>Firstly, ensure you have the &quot;&lt;script&gt;&quot; tag present in the header of your HTML:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmYmQzYzlhLTI0OWEtNDEyMS1hODg4LWQ5NTQ1ODgwMGU3MSJ9.wdrKW2eGr_Mz_-yGyQKATedut52gL-fwADBZHPIr61E" class="fr-fic fr-fil fr-dib" width="511" style="width: 511px; height: 134.699px;" height="134.699"></p><p><br></p><p>The QR Code itself is returned via the below HTML/JavaScript:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNjQxMzBiLTUyYzAtNGMxOC1hMDVlLWE3YzE3NmIwZDA1OSJ9.j4roXwTTRuKAJG3wwvQmb1sjE1JMPQzJX8rfyvUo8Tw" class="fr-fic fr-fil fr-dib" width="1477" style="width: 1477px; height: 635.699px;" height="635.699"></p><p><br></p><p>The &#39;Data&#39; section of the above returns the text when scanning the QR code:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMjc0YTNjLTViYTctNDU2Yi1hZTJjLTg5NDk2YjA1NmExNiJ9.J0ERGfU5JHKPs_O61eWicbUBeEx3c-tJ_nuNgR6k0z4" class="fr-fic fr-fil fr-dib" width="1084" style="width: 1084px; height: 49.3796px;" height="49.3796"></p><p><br></p><p>As you can see from this example, you can input $_variables into the data section of the QR code.</p><p><br></p><p><strong><span style="font-size: 18pt;">The Swiss QR Bill</span></strong></p><p><br></p><p><span style="font-size: 11pt; background-color: transparent;">The particular formatting of the QR code found in</span><span style="background-color: transparent; font-size: 11pt;">&nbsp;the Online Repository is compliant Swiss QR Bill requirements, with one key considerations: currently, t</span><span style="background-color: transparent; font-size: 11pt;">he IBAN used must comply with the &#39;NON&#39; reference type, denoting that there will not be a QR Reference or Creditor Reference included in the QR code. There is an option to provide additional details, but the formatting of these details will not necessarily follow the formatting required by the QR or Creditor Reference. Algorithms for calculating check digits for both QR and Creditor Reference&#39;s are currently being investigated &amp; will be included in a future release of the template.</span></p><p><br></p><p>The Swiss QR bill requires some specific formatting of the data scanned, which can be addressed via the below points:</p><ul><li>Your Company IBAN should be returned in the QR - this is handed via the $_orBankDetails1 variable. This variable will populate the contents of the below field (Config&gt;Organisation):<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZTNiYTljLTUxMzItNDM5Yi05ZTE5LTFhMjNhZTI5ZmNiOSJ9.fFJBh0cpmYs83ge43PgO8-8h0bj2jMXG--o_-DLRnuo" class="fr-fic fr-fil fr-dib" width="289" style="width: 289px; height: 383.441px;" height="383.441">Please ensure your IBAN is entered into this field.</li><li>OrganisationAddressLine1, OrAddressLine2, OrAddressLine3 &amp; OrganisationAddressLine4 should be replaced with your Company address, formatted as per the <a href="https://www.six-group.com/dam/download/banking-services/standardization/qr-bill/ig-qr-bill-v2.2-en.pdf" target="_blank" rel="noopener noreferrer"><strong>Swiss QR Bill Implementation guidelines</strong></a> (if only 3 address lines are needed, simply remove OrganisationAddressLine4)</li></ul><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;}</style><p>How to annotate an image within a rich text field.</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;}</style><p>Adding captions to images can be a great way of creating an easy-to-understand response or resolution for an end-user. This is available in all rich text boxes.</p><p><br></p><p><strong>Adding a Caption</strong></p><p><br></p><ol><li>Add the image to your email by copy/pasting inline with the text or dragging into or clicking the box shown below:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExZmMxMDA4LWJjMzAtNGVjMi1iNjg0LTJjZDA5ZTQ5NjY3ZCJ9.66VHHDm9fdHyP5daTLsDtkC2UnpR5pbDH-361aAgLdU" class="fr-fic fr-dii"></li><li>Scroll so you can see the bottom of the image and click on the image so this menu appears:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyYWRhNWRhLTM2NDMtNDAzZC1iMTQ0LTQ0ZmJlYzBkNTA2MyJ9.-wW4YKLbFF-uSqRIG4q3Q_KHy7CdpsWanQf7ggKXqJs" class="fr-fic fr-dii"></li><li>Click the &#39;Image Caption&#39;<strong>&nbsp;</strong>button.</li><li>Type in your desired caption and click off of the caption text area.</li></ol><p><br></p><p>And here&#39;s how it looks:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViMzY4NTZjLTZiOWMtNDNjMy1iNGUwLWMyNDY5YTYyOWMzMyJ9.RRgWAsTv3xGnR2zbrDd9wdg_kQdMQxo0f6VKDR_v2YY" class="fr-fic fr-dii"><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;}</style><p>Added a new action system use called &#39;Azure Action&#39;, allowing for the ability to create Users in Azure and assign them to groups via system actions.</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;}</style><p>A new action system use called &#39;Azure Action&#39; is now available.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkMTk2YjVkLTEyNzMtNGVhZS05N2ZlLTFlNTI1NzQ5YTg3ZSJ9.vHGP0nfN9FxZanCvMSSUascJrZ0VNF2EpwrNl124d7I" class="fr-fic fr-fil fr-dib" width="488" height="148"></p><p><br></p><p id="isPasted">When this option is selected, a new &quot;Azure Action&quot; tab will show on the action configuration. Here you can select which Azure action you would like to perform, and which Azure connection you would like to use for the action. Connections setup in the Azure Active Directory Integration and also the Microsoft CSP Integration (HaloPSA) will show here.</p><p><br></p><p>If the connection you have chosen does not yet contain the necessary permissions to complete your selected Azure action, the required permissions will be listed as shown below. You must first add one of these permissions to your application in Azure and re-authorize the connection before the rest of the configuration options are made available.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3MmIzNGE1LTdhMWUtNDVlOC1iYzE4LWZmZDVhYzAyOTg0YyJ9.EcNbbxqRIKadUpdAX_3juWa5Z8QGIeQ-UpxRa74lZlg" class="fr-fic fr-fil fr-dib" width="982" style="width: 982px; height: 417.094px;" height="417.094"></p><p><br></p><p><br></p><p>Once your connection has the required permissions, you can configure input and output mappings. Input mappings allow you to map Halo Ticket/Action fields to Azure fields for the corresponding action:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxODdjNzVhLTFhZmItNGI4NS04ZTZkLTk5Njg3YmEzMmUxNCJ9.Lkyrl8mUxi2Dp_NIemC8L140cY2-PBVx0OmkdtTZThc" class="fr-fic fr-fil fr-dib" width="720" style="width: 720px;" height="242"></p><p><br></p><p><span id="isPasted" 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;">The Azure Action will be performed against the first Azure tenant which has been mapped to the Ticket&#39;s assigned Client. If you have multiple Azure tenants mapped to one Client, you can override which tenant the Action is performed against by creating an input mapping for the Azure Tenant field</span></p><p><br></p><p>Output mappings are only available when using the Create User Azure action, which allow you to map the ID of the created user to a ticket custom field.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1MzFiNTBlLTBlNDctNGY3NC04ODhiLTNhNWFhM2I4OTIwYyJ9.FeGwuwxw07OhqhoWYxzxkHv_XAFvoJ29NOyam-Zh2pE" class="fr-fic fr-fil fr-dib" width="710" style="width: 710px;" height="277"></p><p><br></p><p>By creating an output mapping for the id field, you can then use this in subsequent Azure actions. For example, an automation workflow can be created that first creates the Azure user, and then assigns them to a group.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4OGY3MGU2LTVlZTUtNDExZi1hNDk5LWM1N2I5Y2ZlMTBhNiJ9.Y8SaNhzV9IEZZJUR-dKZ33Qfy89_I_wP5SQPtGpsmhg" class="fr-fic fr-fil fr-dib" width="805" height="130"></p><p><br></p><p>For use of more Azure actions make use of custom integration runbooks.&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;}</style><p>How to add and change custom tables.</p><p><br></p><p>Related Articles:</p><ul><li>Clients and Customers</li><li>Custom Fields</li><li>Ticket Types</li><li>Creating a form</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; 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; } </style><p><span class="fr-video fr-deletable fr-fvc fr-dvb fr-draggable halopsavideo" contenteditable="false" draggable="true"><iframe width="560" height="315" src="https://www.youtube.com/embed/ouBJoWwOATw?si=fiMn3OlfbM1WZN4r" title="YouTube video player" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;">&nbsp;</span><span class="fr-mk" style="display: none;">&nbsp;</span></iframe>&nbsp;</span></p><p><br></p><p>Custom tables can be used to store tabular data against various different entities, including:&nbsp;</p><ul><li>Tickets</li><li>Customers</li><li>Locations</li><li>Users</li><li>Assets</li><li>Contracts</li><li>Actions</li><li>Items</li><li>Suppliers</li><li>Supplier Contracts</li><li>Agents</li><li>Organisations</li></ul><p>This guide will take you through the process of adding a new custom table, using a location custom table as an example.</p><p><br></p><p><strong>Adding a new Custom Table</strong></p><p><br></p><p>You&#39;ll find the option to add a new custom table in Configuration &gt; Custom Objects &gt; Custom Tables &gt; New. Here you can specify:</p><ul><li>The table name. This is only used by the back-end and will need to be unique among custom table names. This is the only option which you cannot change later.</li><li>Table Label. As the name suggests, this will be what the table is labeled as/named in the interface.</li><li>Notes about the table</li><li>Which entity (listed above) that you want the custom table to be associated with, essentially where the table will appear in the interface.</li></ul><p><br></p><p>Here&#39;s an example new table set up for a table containing details of managers at a location:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2ZWE1ZGUyLWY1NTEtNDUwZS1iZWIxLTljMWM3ODNjODU5YSJ9.UoNvRfiJQXEiOpocBDktFcytSPiV8HAId9rDItpcP70" class="fr-fic fr-fil fr-dib" style="width: 729px;" width="729" height="344"></p><p>Once you save the table, you will then see a &#39;Field List&#39; tab. This field list will form the columns in your custom table. The fields are set up in much the same way as normal custom fields (check out our &#39;Custom Field&#39; guide <a href="https://usehalo.com/haloitsm/guides/1938" rel="noopener noreferrer" target="_blank"><strong>here</strong></a> for details about configuring these). The additional setting you will have here is a checkbox labeled &#39;Show in table details&#39;, that determines if the field is visible on the custom table.</p><p><br></p><p>Now that your custom table has been created, you will need to create a custom field of type &#39;Table&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwOTNlMjNlLThiNmItNDVlMS1hMjdmLThlNTgyZTk5YWIyNyJ9.7hZgFzLVxMyfR0J-71-SPFTA655CDqs-tJZF1OI8wWM" class="fr-fic fr-fil fr-dib" style="width: 103px;" width="103" height="211"></p><p><br></p><p>You will find that once the &#39;Table&#39; type has been selected, you will be prompted to link this new custom field to a custom table (of the same entity):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwMTQ5OGM1LTdmZTAtNDQ4Ni04ZjI1LTExYzdiMzllMWE3NiJ9.bcLgKtmPOeCEy57lnsxQlUUuSCf5OObo8FZgJQM_QR0" class="fr-fic fr-fil fr-dib" style="width: 114px; height: 205.955px;" width="114" height="205.955"></p><p>Beneath this setting, you will find further configuration options including the option to specify the tab that this new table appears under.</p><p><br></p><p>Once the relevant custom table and tab have been selected, click &#39;Save&#39; to view your newly created table:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjZjM2N2NiLThmNGUtNDQwZS1iOWMwLTY5YWNmZTk2NzAyNyJ9.P4-aoZ1RYenYjHtSEE5xSBZP-rx8Rao9cXb64ku2Dkw" class="fr-fic fr-fil fr-dib" width="846" style="width: 846px; height: 329.272px;" height="329.272">(Please note that similar to other custom field configuration, your new custom table would have to be added to the ticket type &#39;Field List&#39; for it to display against the ticket).</p><p><br></p><p>To modify your custom table values, simply edit the relevant entity (in our example: the site) and click &#39;+&#39; found at the top right-hand corner of the table.</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><span style="font-size: 11pt;">In this example, we will follow a similar process to that outlined in the previous Example with one key difference.</span></p><p><br></p><p><span style="font-size: 11pt;">We will not be creating Assets when stock is Received, but when it is delivered. This example will be applicable when the following option is set in Configuration &gt; Items and Stock Control.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMDYxMTk4LWYwOWYtNDJmNC1iMWQ4LTI4YTZlM2ZmMWRlZSJ9.i54P6EwqITy6eoX-2IimakjBcuVVuQnbghD04hFSgpM" class="fr-fic fr-fil fr-dib" width="279" height="188"></p><p><strong><span style="font-size: 10pt;">Fig 1. Serialising Products When They are Consigned</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">We will still start with a Sales Order, then create a Purchase Order, then deliver our Product.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxYzc5YjMzLTAyNjAtNDVlZC04NmI4LTAxYjk4NmJiNDE2YyJ9.xzAgiKP-ilILMY83qegEdqidz8R0x4ZJsH2i9zDHFHc" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 186.94px;" height="187"></p><p><strong>Fig 2. Creating a Sales Order</strong></p><p><br></p><p><span style="font-size: 11pt;">Again, I have selected &#39;Order Items&#39;, but this time I will specify to &#39;Deliver to the User&#39;.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkZDIzMjZhLWRjNDAtNDU0Yy1hZTE5LTcxNWZjNDZhZTBkZiJ9.doAcNCvVRE2AETvWnMPM0LY7SKdrXE66msSoB9diDdI" class="fr-fic fr-fil fr-dib" width="693" height="243"></p><p><strong>Fig 3. Delivering Directly to the Customer</strong></p><p><br></p><p><span style="font-size: 11pt;">When marking &#39;Deliver to the User&#39;, the whole &#39;Receive Stock&#39; step is skipped. You&#39;re not getting the stock in <em>then</em> delivering the stock, but delivering directly.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">A consequence of this is that you will no longer see the &#39;Receive Stock&#39; option on the PO, but instead see a &#39;Consign Items&#39; option in it&#39;s place.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0MTdkNzgxLWYwZDEtNDI3YS04ODcxLTg2MGE5MjBjYTE3YyJ9.7a7eNNW4a9lMfljNUmCMkDhPLy_u9667ZtsqvUzuDhk" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 227.635px;" height="228"></p><p><strong>Fig 4. The &#39;Consign Items&#39; option on a Purchase Order, when marking &#39;Deliver to the User&#39; at the point of Ordering (Fig 3)</strong></p><p><br></p><p><span style="font-size: 11pt;">Upon clicking this, you will be presented with a similar screen to that seen in the previous example.</span></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkM2Y2OGViLWU5MzUtNDFlZC1iYjExLWU5M2ViMWQ4MmRkMCJ9.jNvmkthtgKCV3BS2ho85ydU9y9EDq5aty08itt4jOns" class="fr-fic fr-fil fr-dib" width="674" height="379"></p><p><strong>Fig 5. The New Asset Screen at the point of Consignment</strong></p><p><br></p><p><span style="font-size: 11pt;">This then creates the Asset and allocates it to the consignment site (either the site the Sales Order is against or the consignment site specified against the Sales Order Line - See <strong>Fig 19</strong> in the previous example).</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiM2M1MDM2LTQ3MDgtNDZlMS1iNTBjLTg5ZmJjODM0Njk0ZCJ9.JOhjt4e6wyJT7SXfXvYCnhc_bANSZtZTVGDipY8N404" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 184.376px;" height="184"></p><p><strong>Fig 6. Stock Delivered to the User</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;}</style><p>In order to change the colour of the title in the portal, we have to change the custom CSS</p><p><br></p><p>&nbsp;in Configuration &gt; Self-Service Portal &gt; *Click into the Custom CSS Button*</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyODBiOTg0LTE4MGEtNGMyNi04ZjM1LTE2YmFiMmUzZjlmYSJ9.BSEluA0Y5GiFjQms6hwp-4Tt5Xk67Br3Rg7sobRkMWY" class="fr-fic fr-fil fr-dib" width="507" height="232"></p><p><br></p><p>A modal window will appear which has the editable CSS:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViODdjOGIyLTg5NzAtNDI0Yy05MTM2LWQwY2I0NDRlYThiOCJ9.kKmJLBb7jlSTglZ302eTshuzTNEnN63oapiJ0a7qvDA" class="fr-fic fr-fil fr-dib" width="742" height="854"></p><p><br></p><p>Add the below &quot;color&quot; line into the custom CSS for the search title:</p><p><br></p><p id="isPasted">.portal .search-title {</p><p><br></p><p>&nbsp; &nbsp;font-size: 2.5rem;</p><p><br></p><p>&nbsp; &nbsp;font-weight: 500;</p><p><br></p><p>&nbsp; &nbsp;font-family: &#39;Poppins&#39;, sans-serif;</p><p><br></p><p>&nbsp; &nbsp;margin-bottom:40px;</p><p><br></p><p>&nbsp; &nbsp;color: #FFFF00 !important;</p><p><br></p><p>}</p><p><br></p><p>Any hex code can be added to the CSS for example #FFFFFF would be the hex code to use for pure white. The yellow hex code display will now look like this:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmZTRiNjFjLTY5NGYtNDg1YS1iY2Q1LWJiMzQwZmFhZDUyYiJ9.phPmSnk1IawG3Ecur2E7ur2uxK4KwGlvFzQ11vTwm4I" class="fr-fic fr-fil fr-dib"></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>- Hierarchy Used for Category Defaults</strong></p><p><strong>- Defaults Locations</strong></p><p><strong>- Additional Overrides to Consider</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy Used for Category Defaults</span></strong></p><p>The category that will be set will be determined by the following hierarchy:</p><p><br></p><p>- Action</p><p>- Client</p><p>- Ticket Type</p><p><br></p><p><strong><span style="font-size: 14pt;">Defaults Locations</span></strong></p><p><strong><span style="font-size: 12pt;">Action</span></strong></p><p data-pasted="true">In Configuration &gt; Tickets &gt; Actions, go to the &quot;Defaults&quot; tab and set the &quot;Default Category&quot;. If the Field is added to the Field List, the dropdown will default to this option, but can be manually changed. If not, the category value will be automatically set upon submitting the action.</p><p><br></p><p data-pasted="true"><strong><em>Note: The name of these fields will be set based on the &quot;Label&quot; you set against the category in Configuration &gt; Tickets &gt; Categorisation.&nbsp;</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2ZGM5MWU1LTg5NGEtNDkxOS1hOGU0LWQwN2Q5YzZmYmM0ZCJ9.14nlQoEhxoy_v4sA8UC8VmYpzB0TMzUoSfCxDnwwABA" class="fr-fic fr-fil fr-dib" width="583" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 1. Setting category from an action default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Client</span></strong></p><p data-pasted="true">On a client profile, go to the &quot;Settings&quot; tab and set the &quot;Category Default&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNWFkYmNlLTk1NGItNDlkYi1hNWVmLWQ4OWUwMTFkYTcyOSJ9.L1BvIm7E9LET0c0zfsRzqp9s7QCvW-u2TyJJdWktYFA" class="fr-fic fr-fil fr-dib" width="1681" style="width: 1683px; height: 482.058px;" height="482"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Setting category from a client default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p data-pasted="true">In Configuration &gt; Tickets &gt; Ticket Types, go to the &quot;Defaults&quot; tab and set the &quot;Category&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NTRkNzBhLWZhNTctNDhlOC1iMmEzLTk1Y2Y2ZjhhYjY2ZiJ9.Td0ovfeN8P-sk8oD8WB2VzOCoE1TRhWKe5IVO0UKnKo" class="fr-fic fr-fil fr-dib" width="1207" height="720"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Setting category from a ticket type default</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Overrides to Consider</span></strong></p><p>Whilst the above will set a default, defaults can be overridden by manual selection from a dropdown (i.e. on an action or ticket type), or automatically from a ticket rule outcome or ticket template that applies after logging.</p><p><br></p><p><strong><span style="font-size: 12pt;">Manual Overrides</span></strong></p><p>In Configuration &gt; Tickets &gt; Actions, or Configuration &gt; Tickets &gt; Ticket Types, the &quot;Category&quot; field can be added in the &quot;Field List&quot; tab. If ta default above is set, the dropdown will default to this option, but can be manually changed from the action or ticket screen. If not changed, that default value will be set upon submitting the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5NGY4Mjc0LWVjZjYtNDI3Ny1iNGFlLTRiNjY3YzgxNGUzZSJ9.gdz8JaUMJ5_HnmcdmFlkibeGfmmEjhyIo_P1Gv7Ohw8" class="fr-fic fr-fil fr-dib" width="1683" style="width: 1685px; height: 407.674px;" height="408"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Setting category from an action dropdown</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Automatic Overrides</span></strong></p><p>In Configuration &gt; Tickets &gt; Rules, scroll to the &quot;Outcomes&quot; section and set the &quot;Category&quot; field.</p><p><br></p><p><strong><em>Note: If &quot;Check rules after the Ticket has been submitted instead of on the New Ticket screen&quot; is enabled in Configuration &gt; Tickets &gt; General Settings, the defaults will be overridden after logging instead of on the new ticket screen.<br></em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4MTlhYmI1LWU5OWItNDdlNC04MDMzLTI3ODU5NmNjZmE3NCJ9.utQ6C8m50BU5bRCtHIpxxdzSDm4ClaxYt8uZGKfAB0U" class="fr-fic fr-fil fr-dib" width="558" height="673"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Setting category from a ticket rule outcome</span></strong></p><p><br></p><p>In Configuration &gt; Tickets &gt; Templates, go to the &quot;Values&quot; tab and set the &quot;Category&quot; field.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2M2VjZDFhLTUwMzAtNDRlYy05N2RkLTJkYWRlOGZjMjg0ZSJ9.3mf3KumuQ7Vjdbckr0k0YpNHrP62IstG9o8b023UK4o" class="fr-fic fr-fil fr-dib" width="604" height="583"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. Setting category from a ticket template value</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>- Steps to Troubleshoot IronPDF Errors</strong></p><p><br></p><p><br><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2623" target="_blank" rel="noopener noreferrer"><strong>On-Prem Upgrade &ndash; Troubleshooting</strong></a></li></ul><p><br></p><p>If you are self-hosted (On-Prem), you may sometimes see error messages referring to IronPDF when generating a PDF or attachment. This guide will cover files to check.&nbsp;</p><p><br></p><p>If you have any issues with PDF generation following this guide, please contact support for further assistance.</p><p><br></p><p><strong><span style="font-size: 14pt;">Failed to generate pdf: Failed to create PDF - Error while deploying Pdfium for IronPdf: &#39;Invalid assembly version for &#39;IronPdfInterop&#39;</span></strong></p><p><strong><span style="font-size: 14pt;">Failed to generate pdf: Failed to create PDF - Error while deploying IronPdf Chrome renderer: &#39;Multiple issues occurred while trying to deploy Chrome (Invalid assembly version for &#39;IronInterop&#39;&nbsp;</span></strong></p><p>Stop the Halo site in IIS, delete these two files from &quot;<strong>\api\runtimes\win-x64\</strong><span style="font-size: inherit;"><strong>native</strong>&quot;, then start IIS again.</span></p><p><br></p><ul><li data-pasted="true">IronPdfInterop.dll</li><li><span style="font-size: inherit;">Pdfium.Native.deployment.json</span></li></ul><p><br></p><p>If this does not fix the error, make a copy of the &quot;<strong>/runtime</strong>&quot; folder and remove everything in the original folder. Then, try the same process of stopping IIS, delete the files, start IIS, again.</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><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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Web Client Method</strong></span></p><p><span style="font-size: 11pt;"><strong>- CRM Template Method</strong></span></p><p><span style="font-size: 11pt;"><strong>- Desktop Softphone Method</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Halo can display incoming call pop-ups, place outgoing calls, and display the call handling screen when a call is accepted in 3CX.</span></p><p><strong><span style="font-size: 11pt; color: rgb(184, 49, 47);">After recent changes by 3CX the below methods only work on Pro and Ent (Professional and Enterprise) versions of 3CX</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Method 1 - Web Client (Pro and Enterprise versions only)</span></strong><span style="font-size: 14pt;">&nbsp;</span></p><p><span style="font-size: 11pt;">This should be set up in the 3CX web application for connecting with the Halo Web App.&nbsp;</span></p><p><br></p><p id="isPasted"><span style="font-size: 11pt;">The Open Contact URL would be https:// followed by your Halo Web App URL followed by the /call?<strong>inboundactive=true</strong>&amp;callerid=%CallerNumber% as seen in the below screenshot.&nbsp;</span></p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5YTY3MzczLWMzNTItNGMwZi1iNGJlLTU2ZmM2ZmYzM2NkZSJ9.Ek29PkQ-DO5f4PEpOYXOaOoMNeov67gT1WUSBzYW-yM" class="fr-fic fr-fil fr-dii" width="185" style="width: 187px; height: 531.574px;" height="532"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwOGRlNmEzLTAxMTktNDU3Mi1hMTQ1LTAxNDMyNmE4OTM2ZiJ9.vop1bWRwwaS-z9nzR9Xq4nNK1_o8QyfospvM0LLcFnU" class="fr-fic fr-fil fr-dib" width="748" style="width: 750px; height: 510.471px;" height="510"></p><p><br></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 1. Setting the URL.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Method 2 -&nbsp;</span></strong><span style="font-size: 14pt;"><strong>Using the CRM Template for 3CX (Pro and Enterprise versions only, 3CX v20+)</strong></span></p><p><a href="https://www.3cx.com/blog/releases/crm-template-generator-pbx/">https://www.3cx.com/blog/releases/crm-template-generator-pbx/</a>&nbsp;</p><p><br></p><p><span style="font-size: 11pt;">This method shows a contact card when a call is incoming and uses the Halo API to get the caller&#39;s information to display a link to open the call screen</span></p><p><br></p><p><span style="font-size: 11pt;">An example XML for this is attached, please log in to the self-service portal to view the attachment here: <a href="https://support.haloservicedesk.com/portal/kb?id=1254" target="_blank" rel="noopener noreferrer"><strong>Portal Link</strong></a>. The below screenshot shows the parts of the XML you will need to change.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxMzAwYjBkLTBmMzktNGQ4Mi1iMDljLTc0ZGMzYTE1OGY2NCJ9.y_L8hA2qpxPB_PVNt3TfWzE852l5WTAE4urODCC4BX8" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 568.79px;" height="569"></p><p><strong><span style="font-size: 10pt;">Fig 2. XML.</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Login Redirect URL</strong></span></p><p><span style="font-size: 11pt;">https://YOUR3CXURL/api/oauth2crm is the login redirect URL you will need to set up when you add the application using the Authorisation code option.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: 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.eyJpZCI6ImYwNDM1N2ZiLTJkNmItNDgyZC05MjllLWI3MzlkOTU1M2JlNCJ9.3o_OYnP2ozpf3MZCwag1ayXJAW1zqF4IPGDqTuvntzs" class="fr-fic fr-fil fr-dib" width="1164" style="width: 1164px; height: 621.578px;" height="621.578"></p><p><strong><span style="font-size: 10pt;">Fig 3. Redirect URL.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The scope of the API Application can be set to &quot;All&quot;.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzNGVlYTU2LWYyZmUtNGJmZS05NGVmLTFkZWUzZmI5NDQ4YyJ9.B0kybbP6XY0jJUvk_62Hk_2vkUrT0HjXluGOTg6SVcM" class="fr-fic fr-fil fr-dib" width="1082" height="213"></p><p><strong><span style="font-size: 10pt;">Fig 4. Permissions.</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The whitelisted url should be your 3cx url: <a href="https://your3cxurl/">https://your3cxurl/</a>.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyYmMzMGQ4LWUxZWUtNDQ2Ni1iNTU0LTc0NjU2MzE5NjQ5MiJ9.hnXws8n0hi601Y2OFW-BzUhSM_s7JHs_hbyyO_uG9JM" class="fr-fic fr-fil fr-dib" width="1069" height="562"></p><p><span style="font-size: 11pt;">An alternative template, created by the HaloPSA customer community, can be found&nbsp;</span><span style="font-size: 11pt;"><a href="https://github.com/O-IT/3CX-HaloPSA-CRM" target="_blank" rel="noopener noreferrer">here</a></span></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 5. Whitelisting.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Method&nbsp;</span></strong><span style="font-size: 14pt;"><strong>3&nbsp;</strong><strong>- Desktop softphone client (Pro and Enterprise versions only)</strong></span></p><p><span style="font-size: 11pt;">Open the desktop client.</span></p><p><br></p><p id="isPasted" style="box-sizing: inherit; margin: 0cm; line-height: 1.4285em; 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; 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; font-size: 15px; font-family: Calibri, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNWYxODUyLTA0MTUtNGE0Yi05M2EzLTM3ZDNkMjI5ZTVhMSJ9.Y3JRUHxY3Y6u9--sZbig9VY_5FykERH6iNq5qhO4Ero" class="fr-fic fr-fil fr-dii" width="292" height="529"><br></p><p style="box-sizing: inherit; margin: 0cm; line-height: 1.4285em; 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; 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; font-size: 15px; font-family: Calibri, sans-serif;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0cm; line-height: 1.4285em; 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; 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; font-size: 15px; font-family: Calibri, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjZDdhY2FkLWFmMmEtNDBhMS05MTdhLTVlODMwOTRiNjY3NCJ9.aIpSx-5YjaS4YkK5FdpNFGf_F12C7FV72art85YIrpw" class="fr-fic fr-fil fr-dib" width="493" height="616"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 6. Setting the URL.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">After a recent change made by 3CX, the 3CX Softphone Windows Desktop app downloaded from the Windows App Store now only accepts a link to an executable when receiving a phone call. You can therefore create a bat script that can be run to open your browser of choice with the Halo call link. Please find an example below:</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkOTRlODBhLWVlYzYtNDg0Ni1hZTAxLTI3YjVkZWU4YTMyNiJ9.M09PXahGRXl-i3XGCCpblnjZn2rc-GJbZ4JMrkJVMa4" class="fr-fic fr-fil fr-dib" width="617" height="57"></p><p><br></p><div id="isPasted" style="color: #000000;background-color: #ffffff;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;"><span style="color: #000000;">@</span><span style="color: #0000ff;">echo</span><span style="color: #000000;">&nbsp;</span><span style="color: #0000ff;">off<br>start</span><span style="color: #000000;">&nbsp;msedge&nbsp;</span><span style="color: #a31515;">&quot;https://&lt;&lt;your-halo-url&gt;&gt;/call?showmenu=true&amp;callerid=%1&quot;</span></div><p><br></p><p><span style="font-size: 11pt;">You can then specify a link in the new 3CX app.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmMGQ0MzRlLTVhMzUtNDFmNC1hYzc3LTc5MDUwMDcxOTNmNCJ9.8jjMnibvkM7Faojg8u6v67RifN3YZf8O4QjXhRiv6M4" class="fr-fic fr-fil fr-dib" width="487" height="733" style="width: 487px;"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Setting a link.</strong></span></p><p><br></p><p><span style="font-size: 11pt;">You may also find that it is possible to use the full URL as an argument in the 3CX desktop client, meaning you can have:</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Path to executable: C:\Program Files\Google\Chrome\Application\chrome.exe (for example; replace with browser of your choice)</span></p><p><span style="font-size: 11pt;">Parameters to Send: <a data-fr-linked="true" href="https://myurl.halopsa.com/call?inboundactive=true&callerid=%CallerNumber%">https://myurl.halopsa.com/call?inboundactive=true&amp;callerid=%CallerNumber%</a></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This then calls the browser with the correct URL, without needing to create or launch and &lsquo;external&rsquo; application or bat file.</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><p><strong><span style="font-size: 11pt;">Configuration &gt; Email &gt; General Settings</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><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; } 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; } 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><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; } </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;">Incoming Email</span></strong></p><table class="styled-table grid" style="width: 100%; height: 3554px;"><colgroup><col style="width: 33.3333%;"></colgroup> <colgroup><col style="width: 11.8602%;"></colgroup> <colgroup><col style="width: 54.8065%;"></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="">Mailbox Setup</td><td>Button</td><td style="text-align: left;">This opens up the Mailbox Setup interface. Here you can link mailboxes to your instance for either sending or recieving emails through your instance.</td></tr><tr><td id="">Email Rules</td><td>Button</td><td style="text-align: left;">This opens up the Email Rules interface. Here you can set up rules that have certain criteria. These criteria, when met, will apply certain actions against the incoming emails. An example might be to ignore any emails coming in from a spam address.</td></tr><tr><td id="">Formatted Emails</td><td>Button</td><td style="text-align: left;">This opens up the interface for formatting Emails straight into detailed tickets.&nbsp;</td></tr><tr><td id="excludedynamicemaillist">Dynamic Email Exclusions</td><td>Button</td><td style="text-align: left;">This opens up the interface for setting up a list of Email Addresses to exclude from the &quot;Dynamic Email Lists&quot; feature. These are simply Lookup Codes, which the system will look for when this setting is enabled, and will use to exclude certain emails from the function. The only field, then, is a Free Text &quot;Name&quot; field, where the email address should be entered. Any email addresses entered will be unable to email into your Halo. <strong>It is recommended to add your halo mailbox emails in here as to mitigate a continuous email loop forming (if one of the mailboxes is sent an email from itself, this creates a back and forth acknoweldgement response which will create many tickets). Other email addresses to add here would be any that have an acknowledgement email sent out, or any that have a bounce back response i..e no reply mailboxes, other ticketing system mailboxes that you may have, etc.</strong></td></tr><tr><td id="email_start_tag">Email Start Tag/Email End Tag</td><td>Free Text<br></td><td style="text-align: left;">Inbound emails will update existing Tickets if an existing Halo Ticket ID is found between these tags in the email subject. These tags will also be automatically added to the subject of outgoing emails relating to a ticket. Below is an example of a standard configuration.<br><br>Email Start Tag: <strong>[ID:</strong><br>Email End Tag: <strong>]</strong><br>Full result: [ID:0012345]<br><br>An error will show if these are left empty. If so, upon refresh, they will revert back to the previous format.</td></tr><tr><td>Alternative/fall back email start tag/Alternative/fall back email end tag<br></td><td>Free Text<br></td><td style="text-align: left;"><strong>(v2.240+)</strong>The values entered will act as additional start and end email tags. These tags are used as a fallback when changing the global email tag format. These will be matched after the above email start and end tags<br></td></tr><tr><td id="usedefaultsubjectmatchingtag">Use &#39;[ID ]&#39; as an additional subject tag check for Ticket matching<br></td><td>Checkbox</td><td style="text-align: left;">When the default email start and end tags have been changed i.e. [HALO: {TICKETID}] the system will also look for the tag format [ID: {TICKETID}] in the emails subject incoming to Halo.</td></tr><tr><td id="searchbodyfortag">Search Email body for tag and match to Ticket if tag is not found in subject</td><td>Checkbox</td><td style="text-align: left;">If checked, Halo will search the email body for these tags (if not found in the email subject) &amp; update existing tickets when an existing Halo Ticket ID is found.</td></tr><tr><td id="forwardinboundupdates">Forward incoming updates to all recipients</td><td>Checkbox</td><td>When checked, this will send an Email containing any ticket updates to those currently in the Email Recipients list for that ticket. This can be viewed by hovering the three dots at the top right of a ticket view, and clicking &quot;Edit Email Recipients&quot;.</td></tr><tr><td id="usetechfwdfunctionality">Treat Forwarded Emails from Agents as End-User Emails</td><td>Checkbox</td><td>When checked, emails forwarded from agent addresses to your mailbox(s) will ignore the forwarded email details &amp; only consider the details of the original email, as if it was sent directly. So if the agent forwards an email from the end-user, the update on the ticket will only include the details the end-user added.</td></tr><tr><td id="usetechfwdfunctionalityupdateparent">Allow forwarded emails from Agents to also update the parent Ticket</td><td>Checkbox</td><td>When checked, if an Agent forwards the email to another address, this will add that as an Action to the ticket in question.&nbsp;</td></tr><tr><td id="forwardagentfollower">Make Forwarding Agent a Follower</td><td>Checkbox</td><td>When checked, if an Agent forwards the email to another address, this will add the actioning Agent to the Follower List of the ticket in question. This means they will receive email notifications each time the ticket is Updated, regardless of them being included in the To fields.</td></tr><tr><td id="fwd_replies_are_private">Actions created by replies from Email addresses who were Forwarded to on the Ticket are marked as private<br></td><td>Checkbox</td><td>When checked, if a user updates a ticket (via email) and this sender has previously been forwarded an action on the ticket, this update will be added to the ticket as a private action.</td></tr><tr><td id="techupdatesareprivate">Agent updates via Email are hidden from End-Users</td><td>Checkbox</td><td>When selected, Email updates on Tickets from Agent accounts (Emails send from Agents to your mailbox) will not be visible to the End-User</td></tr><tr><td id="stopnewticketsviaemail">Don&#39;t allow new Tickets via email<br></td><td>Checkbox<br></td><td>When checked, this will stop incoming Emails from creating Tickets. The ability to update Tickets via Email will still be available.</td></tr><tr><td id="dont_allow_new_tickets_from_supplier_emails">Don&#39;t allow new supplier tickets via email<br></td><td>Checkbox<br></td><td><strong>​</strong>Setting this will prevent tickets from being created from supplier emails. This setting only shows when &quot;Don&#39;t allow new Tickets via email&quot; is enabled. &nbsp;&nbsp;</td></tr><tr style="height: 70px;" id="treat_supplier_emails_as_user_emails_on_closure"><td>Treat Supplier email updates as User email updates on closed Tickets<br></td><td>Checkbox<br></td><td><strong data-pasted="true">​</strong>When enabled Supplier updates on closed and pending closure Tickets will follow the Ticket Type configuration for User updates on closed Tickets.<br></td></tr><tr><td id="onlyrouteemailtoexistingticketifsamemailbox">Only route Emails if received into the same mailbox as the existing Ticket</td><td>Checkbox</td><td>When checked, Emails that come into a different mailbox to that of the ticket to which the email is referencing, will create a new ticket, instead of linking it to the original.</td></tr><tr><td id="makeemailsfromdifferentdomainprivate">Mark Emails From Different Domain Than The One Of The End User As Private</td><td>Checkbox</td><td>If emails come into the system that are not from the End-User&#39;s email address(es), then the note on the ticket will be hidden from the End-User.<br><br>The &quot;To&quot; and &quot;CC&quot; fields will also be considered as from the end-user.</td></tr><tr><td id="match_emails_on_subject_or_replyto_header">Additional Email matching method<br></td><td>Single Select</td><td>Here, choose what other elements of the email will be used to match the email to an existing ticket if tag matching is not successful. Matching on &#39;In-Reply-To&#39; header, this can only be used in conjunction with Office 365/Azure Mailboxes. Ticket matching on subject and From addresses only applies to replies and forwards to existing email chains.&nbsp;</td></tr><tr><td id="dontsendacktononsitedomain">Only send acknowledgements to email addresses that match a Site&#39;s domain name<br></td><td>Checkbox</td><td>When checked, only email addresses that match the site&#39;s domain name with receive acknowledgements. The site domain can be set against the site.&nbsp;</td></tr><tr><td id="prevent_stopped_ticket_creation">Prevent stopped accounts from creating new Tickets via email</td><td>Checkbox</td><td>When checked, Users that are marked as inactive, either directly or via Site / Customer level inactivity, will not be able to create new Tickets via Email.</td></tr><tr><td id="auto_reply_dont_update">Auto replies do not update the status of Tickets</td><td>Checkbox</td><td>When checked, emails coming in that are auto replies, will not update the Ticket&#39;s status. These would usually be acknowledgements, out of office replies or appointment acceptance emails.&nbsp;</td></tr><tr><td id="auto_submit_auto_generated_is_auto_reply">Treat emails with the &quot;auto-submitted:auto-generated&quot; header as automatic replies</td><td>Checkbox<br></td><td>Set up an email which has header &quot;auto_submitted:auto-generated&quot; and/or &quot;auto-submitted:auto-replied&quot;, when these emails enter the system they are classed as auto-replies. This can be seen in the backend service monitoring (Found within Configuration &gt; Advanced Settings &gt; *Scroll to the &quot;Backend Service Monitoring&quot; button*) and is likely easiest to spot on tickets if the setting &quot;Auto replies do not update the status of Tickets&quot; is enabled (Configuraion &gt; Email).<br><br>If you notice that auto replies are not being caught by Halo, you may find that one of the auto reply settings need to be enabled.<br><a href="https://usehalo.com/haloitsm/guides/1713" rel="noopener noreferrer" target="_blank"><strong>How to Deal with Out of Office Automatic Replies from customers</strong></a><br></td></tr><tr><td id="auto_submit_auto_replied_is_auto_reply">Treat emails with the &quot;auto-submitted:auto-replied&quot; header as automatic replies<br></td><td>Checkbox<br></td><td>Set up an email which has header &quot;auto_submitted:auto-generated&quot; and/or &quot;auto-submitted:auto-replied&quot;, when these emails enter the system they are classed as auto-replies. This can be seen in the backend service monitoring (Found within Configuration &gt; Advanced Settings &gt; *Scroll to the &quot;Backend Service Monitoring&quot; button*) and is likely easiest to spot on tickets if the setting &quot;Auto replies do not update the status of Tickets&quot; is enabled (Configuraion &gt; Email).<br><br>If you notice that auto replies are not being caught by Halo, you may find that one of the auto reply settings need to be enabled.<br><a href="https://usehalo.com/haloitsm/guides/1713" rel="noopener noreferrer" target="_blank"><strong>How to Deal with Out of Office Automatic Replies from customers</strong></a><br></td></tr><tr><td id="precedence_bulk_is_auto_reply">Treat emails with the &quot;precedence:bulk&quot; header as automatic replies<br></td><td>Checkbox<br></td><td>When checked, emails containing &quot;precedence:bulk&quot; header will be treated as automatic replies. How they are treated will depend on your automatic reply configuration.&nbsp;<br></td></tr><tr><td id="ai_thankyou_detection">Enable AI &#39;Thank you&#39; email detection on closed/pending closure Tickets<br></td><td>Checkbox<br></td><td>When enabled AI will be used to determine if emails to closed tickets are just thanking the agent. If AI determines the message just contains a thank you and no further action is needed the ticket will remain closed, otherwise the ticket will be reopened. You will need to have the AI module enabled to use this functionality.&nbsp;</td></tr><tr><td id="enable_check_ticket_details">&nbsp;Enable Check Ticket Details email rule functionality<br></td><td>Checkbox<br></td><td>When enabled you will be able to configure an email rule with type &#39;check ticket details&#39;. For more information on this see the guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2374/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Automatic Ticket Updates via Email</strong></a>.</td></tr><tr><td id="emailsendervalidation">Incoming email sender verification<br></td><td>Single Select</td><td>When set to &#39;Display a warning...&#39; email update actions (from users) will display a warning if they use an email address that is not on the ticket&#39;s to/cc list.&nbsp;</td></tr><tr><td id="incoming_unmatched_users">If the email sender cannot be matched to a User<br></td><td>Single Select<br></td><td>This setting determines who the end user of the ticket is if a new ticket logged via email cannot be matched to an existing user. If set to create a new user you can set the site the user is created under. If set to assign the ticket to a default user you can choose which user is the default. &nbsp;</td></tr><tr><td id="incoming_newuser_send_welcome_email">Send welcome email to new Users<br></td><td>Checkbox</td><td>When &#39;If the email sender cannot be matched to a User&#39; is set to create a new user if a user not matched this checkbox can be enabled to send these newly created user a welcome email.&nbsp;</td></tr><tr><td id="ignore_duplicate_emails">Ignore duplicate Emails<br></td><td>Checkbox<br></td><td>Enabling this will check that a ticket has already been created for this email and ignore the email if it has already been created. This works even if the email is sent into two separate mailboxes, the first one that comes in will go through and the second will be marked as a duplicate.<br></td></tr><tr><td id="treat_comanaged_agent_emails_as_user">Emails from Co-managed Agents are treated as Users<br></td><td>Checkbox<br></td><td>When this setting is enabled if the agent has the &quot;Co-Managed IT&quot; setting enabled from within Configuration &gt; Teams &amp; Agents &gt; Agents &gt; *Click into the Client Restrictions Tab* and they aren&#39;t in the team that the ticket is assigned to then the system will treat the email as an end-user&#39;s. If this &quot;Co-Managed IT&quot; agent has forwarded on an email from another end-user, it will log the ticket as the other end-user. The benefit of this is that the Co-Managed IT agent can email in to update the ticket as an end-user update if needed.</td></tr><tr><td id="welcome_email_expiry_days">Days until welcome and password emails expire<br></td><td>Integer</td><td>Allows you to set the number of days welcome emails and passwords will last before expiring. After expiry a new welcome email/password will need to be sent.&nbsp;</td></tr><tr><td id="incoming_priority_lang"><p id="isPasted">Primary Language of Email Communications</p></td><td>Single Select</td><td>Here, you can set the primary language email communications take place in.</td></tr><tr><td id="handle_external_halo_acks"><p id="isPasted">Response to acknowledgment emails from external Halo instances</p></td><td>Single Select</td><td>Here, you can choose how your Halo instance processes acknowledgement emails from other Halo instances. The acknowledgement can either be ignored or log a new ticket. If selected to log a new ticket the ticket that is logged will not send an acknowledgement email even if configured to do so.&nbsp;</td></tr><tr><td id="strip_prefixes_from_emails">Strip prefixes from email subjects<br></td><td>Checkbox</td><td>When enabled, prefixes in email subjects, such as &#39;FW:&#39; and &#39;RE:&#39; will be removed from the subject of all incoming emails. Useful when using ticket/email rules that rely on subject matching, as this ensures emails with subject prefixes can still match a rule.&nbsp;<br></td></tr><tr><td id="can_download_original_email"><p data-pasted="true">Enable option to download emails as an attachment in the Action details</p></td><td>Checkbox<br></td><td><strong>(v2.244+)</strong> When enabled the option to &quot;Download Email&quot; will show when editing a User Action which was emailed into the instance. This button will download the original email file (.eml), and add the file as an attachment on the Ticket. Incoming emails that are moved into the deleted folder cannot be downloaded once they are permanently deleted.<strong><em>&nbsp;Note: This feature is only available for Office365/Azure mailboxes.</em></strong><br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Outgoing Email</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: 11.5017%; 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: 55.165%; 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="">Outgoing Email Defaults</td><td style="width: 11.5017%;">Button</td><td style="width: 55.165%;">This opens up the interface to set up Outgoing Email Defaults, where default settings such as a Display name can be set up for any Mailboxes that do not have them set up already.</td></tr><tr><td style="width: 33.3333%;" id="">Message Groups</td><td style="width: 11.5017%;">Button</td><td style="width: 55.165%;">This opens up the interface for configuring Message Groups. These can be used to restrict the Templates available per Customer in order to avoid confusion. Once opened, this will present a menu to configure the groups; you can change the name of them here, and use the &quot;View/Edit Email Templates&quot; button to head straight to the list of Templates that are categorised under that group.</td></tr><tr><td style="width: 33.3333%;" id="">Email Templates</td><td style="width: 11.5017%;">Button</td><td style="width: 55.165%;">This opens up the interface for creating and editing Email Templates. These are used throughout the system for regulated Email structures.</td></tr><tr><td style="width: 33.3333%;" id="setdisplaynametoagentname">Set display name to Agent name for outgoing emails</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, Emails will be sent out with the sender being marked as the Agent actioning&#39;s name.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="donteditemail">Show Email preview after an Email Action</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When selected, any actions that will send an email will present you with an &#39;email preview&#39; window, allowing you to doube check the email contents before sending.</td></tr><tr><td style="width: 33.3333%;" id="alloweditonemailpreview">Allow Actions to be edited on the email preview screen</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When selected, the email preview window will be editable allowing you to make final amendments from this window.</td></tr><tr><td style="width: 33.3333%;" id="allowemailsubjectedit">Allow Email Subject to be edited on the New Action screen</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, this will allow the Email Subject to be altered at the point of previewing the Email prior to it being sent.</td></tr><tr><td style="width: 33.3333%;" id="max_email_subject_length">Email Subject Character Limit<br></td><td style="width: 11.5017%;">Integer</td><td style="width: 55.165%;">Here, you can set a character limit for the subject of all outgoing emails from Halo, this value excludes the start and end tags, so regardless of the limit here the start and end tab will always be included in the subject. Used to prevent start/end tags being truncated when emails are sent out to other applications that have a different character limit. If the third party application has a smaller limit start and end tags may be truncated causing replies to exclude start/end tags.</td></tr><tr><td style="width: 33.3333%;" id="showsendemailbtn">Show the &quot;Send an Email&quot; option on the Tickets screen to send standalone emails</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When selected, you will find an additional option when hovering over the &#39;New&#39; button found in the Ticket list screen - &#39;Send an Email&#39;. This option allows you to send emails from Halo without the need for an existing Ticket to be created.</td></tr><tr><td style="width: 33.3333%;" id="use_default_team_email_address">Use the email address of the Agent&#39;s default Team as the default &#39;From&#39; address for standalone email actions<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, when a standalone email action is used the default &#39;from&#39; address of the email will be the default mailbox of the agent&#39;s default team. This will be the default team of the agent who completes the action, not the agent/team assigned to the ticket. The from address can still be overridden on the action itself.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="restrict_from_addresses_to_team_mailboxes">Restrict the &#39;From&#39; address options on a Ticket Action to mailboxes the assigned Team can access<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;"><p>When checked, agents will only be able to choose from mailboxes the team assigned to the ticket can access when choosing the &#39;From&#39; address of an email action. This will be restricted based on the team assigned to the ticket, not the agent doing the action. When disabled agents will be able to choose any mailboxes they have access to, regardless of who the ticket is assigned to.&nbsp;</p></td></tr><tr><td style="width: 33.3333%;" id="prevent_edit_email_recipients">Prevent editing of Email Recipients on Tickets<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked agents will not be able to edit the email recipients list for the ticket. This will not appear as an option in the ticket details. Admins will still be able to edit email recipients.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="showemailinuseractivity">Show stand alone email actions in User Activity Feeds<br></td><td style="width: 11.5017%;">Checkbox<br></td><td style="width: 55.165%;">When this is enabled, the actions that were &quot;Send an Email&quot; will show as standalone within the users activity feed.</td></tr><tr><td style="width: 33.3333%;" id="sendacknowledgementemailstotoaddresses">Send Acknowledgement Emails to To addresses</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">This setting controls who is sent an acknowledgement email when a ticket is logged via email. When this is enabled, all addresses the initial email was addressed to will be sent an acknowledgement email. When disabled, only the end user of the ticket will be sent an acknowledgement email.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="sendacknowledgementemailstoccaddresses">Send Acknowledgement Emails to CC addresses</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">This setting controls who is sent an acknowledgement email when a ticket is logged via email. When this is enabled, all addresses CC&#39;d into the initial email (to log the ticket) will be sent an acknowledgement email. When disabled, only the end user of the ticket will be sent an acknowledgement email.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="autoforwardemailupdates">Forward Agent updates via Email to End-Users</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, if an Agent Emalis into the mailbox with the relevant matching fields present (i.e., it&#39;s linked to a ticket), then that ticket will send the Agent&#39;s email to the End-User too, as well as updating the ticket.</td></tr><tr><td style="width: 33.3333%;" id="disablereplytome">Disable Reply directly to me option on email actions</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, the option to &quot;Reply directly to me&quot; alongside the &quot;Show From&quot;, &quot;Show CC&quot; options will be hidden. This option will have the recipient&#39;s reply go to the Agent&#39;s email address as opposed to the helpdesk&#39;s.</td></tr><tr><td style="width: 33.3333%;" id="useintellisense">Use Intellisense for email addresses</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When enabled, Halo will predict email addresses as you are populating the email To/CC. When disabled, all email addressed must be manually typed. This can be configured at action level when intellisense is enabled from here. You can choose to use this for suppliers and/ or users when you are configuring actions.</td></tr><tr><td style="width: 33.3333%;" id="autocomplete_email_address_behaviour">Email Address autocomplete behaviour</td><td style="width: 11.5017%;">Single Select</td><td style="width: 55.165%;">This offers the choice of which email addresses come up in the autocomplete options when typing in the email fields. It can be restricted to only the User of the tickets Client&#39;s email addresses, or all Users. Intellisense can be configured per action that includes email adresses.</td></tr><tr><td style="width: 33.3333%;" id="useintellisenseclientcache">Cache autocomplete options</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When enabled, autocomplete options will be saved in the browser&#39;s Cache, which allows faster loading. This will be ignored when there are more than 5000 email addresses present.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="usedynamicemaillist">Use Dynamic Email Lists</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When enabled, the To/CC fields on emails sent from Tickets will be inherited from the previous correspondence on a Ticket. When disabled, the end-user email will always be the default for outgoing emails.</td></tr><tr><td style="width: 33.3333%;" id="updateemaillists">Update email lists after processing inbound Agent or User emails</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, the email list for that ticket, which is visible via the three dots at the top right of the ticket view under &quot;Edit Email Recipients&quot; will be updated after any public communications (emails in or out). This means that if an email was present in the list beforehand, but is not then included in a subsequent email, then it is removed from the list.</td></tr><tr><td style="width: 33.3333%;" id="removeemailfromlistonuserchange">Remove previous User from email lists when changing User</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, should a User be changed on the Ticket, then the old User&#39;s Email address will be removed from the Email list.</td></tr><tr><td style="width: 33.3333%;" id="addautosuppressheader">Add &#39;X-Auto-Response-Suppress&#39; header to all outgoing emails<br></td><td style="width: 11.5017%;">Checkbox<br></td><td style="width: 55.165%;">When this is enabled, when emails go out to users and the user auto replies, the auto reply will be ignored.</td></tr><tr><td style="width: 33.3333%;" id="sendemailsviawebapp">Allow the Web Application to handle the sending of Emails [LEGACY]</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, this will send all outgoing Email traffic via the NHServer, instead of processing it in-app. With the &quot;new&quot; incoming and outgoing service, there is no reason to have this enabled, since the benefits of using it have since been transferred to the web-app&#39;s functionality.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Allow the Web Application to handle the creation of acknowledgement Emails [LEGACY]</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">Then checked, this will send any outgoing Acknowledgement Email traffic via the NHServer. This is no longer relevant since the web-app is now capable of this.</td></tr><tr><td style="width: 33.3333%;" id="createemailactionsviawebapp">Create acknowledgement emails in the background using an Automation<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;"><p id="isPasted">Email acknowledgement creation can use Automations to create in the background</p><p><br></p><p>When time-sensitive event processing in advanced settings is set to &quot;Use Automation/Event Service&quot;, the &quot;Allow the Web Application to handle the creation of acknowledgement emails&quot; setting in email settings now changes to &quot;Create acknowledgement emails in the background using an Automation&quot;.</p><p><br></p><p>When this is set to true, acknowledgement emails will be created using the Automation engine, allowing sending of these to be fast, and not slow down the creation of the ticket.</p></td></tr><tr><td style="width: 33.3333%;" id="emailsizelimitmb">Outgoing Email Size Limit (MB)</td><td style="width: 11.5017%;">Integer</td><td style="width: 55.165%;">This places a cap on the size of file(s) that can be attached to an Email. This also takes into account the size of the Email itself, so if the Email contains too much content, this limit could be reached without the addition of attachments.</td></tr><tr><td style="width: 33.3333%;" id="storeoutgoingemails">Store a record of outgoing emails for debugging [LEGACY]</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When enabled, this stores any outgoing Emails in it&#39;s own Log Files folder, the location of which is defined in Advanced Details &gt; Configure NHServer.</td></tr><tr><td style="width: 33.3333%;" id="configitem_sms">SMS Settings</td><td style="width: 11.5017%;">Button</td><td style="width: 55.165%;">This opens the SMS Settings interface, where the options for sending emails as SMS messages can be configured.</td></tr><tr><td style="width: 33.3333%;" id="showsendsmstouser">Show &#39;&#39;Send SMS To End-User&#39;&#39; checkbox on Actions</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, this enables the option to use the Email to SMS service when contacting End-Users.</td></tr><tr><td style="width: 33.3333%;" id="showmailboxname">Show the Mailbox name instead of the email address in From address dropdowns</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, this will replace the Email address with the name of the Mailbox when selecting one of multiple via the &quot;From&quot; field on Email actions.</td></tr><tr><td style="width: 33.3333%;" id="Allow multi-language email templates">Allow multi-language email templates<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">When checked, email templates can be translated. Each template can be set if it can be translated or not.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="override_outgoing_emails">Override Outgoing Emails</td><td style="width: 11.5017%;">Single Select</td><td style="width: 55.165%;">Sets a global email that overrides everywhere in Halo. Allows testing of functions without risk of sending to end-users, and can be set to off, only UAT, or all instances.</td></tr><tr><td style="width: 33.3333%;" id="override_outgoing_emails_email">Override Emails</td><td style="width: 11.5017%;">Text</td><td style="width: 55.165%;">Appears when above is enabled, and sets the emails the override goes to.</td></tr></tbody></table></div><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Email Threading</span></strong></p><table class="styled-table grid" style="width: 100%; height: 354px;"><tbody><tr style="height: 51px;"><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: 11.5017%; 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: 55.165%; 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: 70px;"><td style="width: 33.3333%;" id="enableemailthreading">Enable email threading for outgoing Action emails<br></td><td style="width: 11.5017%;">Checkbox<br></td><td style="width: 55.165%;">When this is enabled, any outgoing email actions will send as part of the existing email chain with the end user. As emails will be a part of the chain it is recommended to not use $-EMAILHISTORY variables to avoid duplication. This will not work in conjunction with the &#39;Add &#39;X-Auto-Response-Suppress&#39; setting. Only available for Office365/Azure mailboxes.&nbsp;<br></td></tr><tr style="height: 92px;"><td style="width: 33.3333%;" id="system_actions_in_email_thread">Include System Actions in Email Thread</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">Toggle this to control if system email actions are included in email threads or not. When enabled, any emails carried out by the system (such as acknowledgements, closure confirmations) will be sent to the existing thread. If disabled these system emails will not be threaded, only emails carried out by agents will be included in the thread. Disable this if you would only like conversational emails to be threaded.&nbsp;</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="only_thread_incoming_emails_in_reply">Only thread incoming emails that are in reply to outbound emails</td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;"><strong>(v2.244+)</strong> When enabled, inbound emails to existing tickets will only be included in the email thread if they are a reply to a previous outbound email from the ticket. Preventing emails that are not associated with the current thread being included in the thread.&nbsp;</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="email_thread_using_outbound_id">Use the latest outbound thread if there is one, otherwise use an inbound thread<br></td><td style="width: 11.5017%;">Checkbox</td><td style="width: 55.165%;">​When enabled the most recent Outbound thread will be used rather than the most recent inbound thread. This prevents the outgoing thread being created from the most recent incoming email.<br></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>Configuration &gt; Billing &gt; Billing Templates</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2062/" data-pasted="true" style="font-weight: bold;"><strong>Billing Templates</strong></a></li><li data-pasted="true" style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1627/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;"><strong>Bulk Applying Billing Templates</strong></a></li></ul><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"; 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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; } </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;">Billing Template Creation Settings</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: 16.7465%; 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: 49.9202%; 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: 16.7465%;">Free Text</td><td style="width: 49.9202%; text-align: left;">The name of the billing template</td></tr><tr><td style="width: 33.3333%;" id="billingplans">Billing Rules</td><td style="width: 16.7465%;">Table</td><td style="width: 49.9202%; text-align: left;">Decide which charge rates etc should be attached to certain ticket types. This feature also allows you to decide what assets and users are to be included in certain billing plans.</td></tr><tr><td style="width: 33.3333%;" id="unmatchedcombinations">Treat Unmatched as</td><td style="width: 16.7465%;">Pay as you go/ Don&#39;t Invoice</td><td style="width: 49.9202%; text-align: left;">Anything not matching the billing rule should be treated as either Pay as you go or Don&#39;t Invoice.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Agreement</span></strong></p><p><strong>Information: If a billing plan is set to Agreement and no Agreement exists for the Client, one will be created automatically with the following configuration.</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: 16.6667%; 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: 49.8977%; 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="create_contract">Create an Agreement if none exist</td><td style="width: 16.6667%;">Checkbox</td><td style="width: 49.8977%; text-align: left;">When left turned off, no agreement will be created when a billing template is applied to a customer.</td></tr><tr><td style="width: 33.3333%;" id="numberofunitsfree">Hours Per Period</td><td style="width: 16.6667%;">Integer</td><td style="width: 49.8977%; text-align: left;">The number of hours given per agreement, can be checkbox set to &quot;Unlimited&quot;. Hours per period is the amount of hours that the agreement provides per period. After this amount of hours has been used, billable hours can be charged for or set to not be invoiced.</td></tr><tr><td style="width: 33.3333%;" id="billingperiod">Labour Period</td><td style="width: 16.6667%;">Single Select</td><td style="width: 49.8977%; text-align: left;">Determines the Labour period for this billing template i.e. yearly, monthly.</td></tr><tr><td style="width: 33.3333%;" id="billingdescription">Agreement Type</td><td style="width: 16.6667%;">Single Select</td><td style="width: 49.8977%; text-align: left;">Choose a default agreement type to give this newly generated agreement i.e. gold package, silver package, etc. This can be useful for reporting purposes. SLA&#39;s can be set against agreement types and also within billing rules lines, you can set the agreement type from the single select field called &quot;User must be covered by an Agreement with this Type&quot;.</td></tr><tr><td style="width: 33.3333%;" id="subtype">Agreement Subtype</td><td style="width: 16.6667%;">Single Select</td><td style="width: 49.8977%; text-align: left;">Add an agreement subtype to the newly created agreement made from the billing template. A more granular way to categorise agreements, this is purely for reporting purposes.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Recurring Pre-pay</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: 16.4622%; 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: 50.1022%; 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="prepayrecurringchargenextdate">Date of Next Payment</td><td style="width: 16.4622%;">Date</td><td style="width: 50.1022%; text-align: left;">Decide the date of the next recurring pre-pay payment.</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringexpirymonths">Expiry of Pre-Pay in Months from payment<br></td><td style="width: 16.4622%;">Integer</td><td style="width: 50.1022%; text-align: left;">Set the number of months after the payment in which the Pre-pay will expire. Set it to 0 to disable<br></td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringcharge">Amount</td><td style="width: 16.4622%;">Integer</td><td style="width: 50.1022%; text-align: left;">The payment amount for the recurring pre-pay.</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringhours">Hours</td><td style="width: 16.4622%;">Integer</td><td style="width: 50.1022%; text-align: left;">The quantity of recurring pre-pay hours given.</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringchargebp">Recurring Period</td><td style="width: 16.4622%;">Single Select</td><td style="width: 50.1022%; text-align: left;">Decide how often the recurring pre-pay is renewed and due for payment</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringminimumdeduction">Minimum Deduction</td><td style="width: 16.4622%;">Integer</td><td style="width: 50.1022%; text-align: left;">deduct a minimum amount of hours each month, e.g. if 1 hour was used and the minimum was set to 2 hours, then an additional hour would be taken. If 3 hours were used, then minimum deduction would be ignored.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringautomaticdeduction">Automatic Deduction</td><td style="width: 16.4622%;">Integer</td><td style="width: 50.1022%; text-align: left;">auto deduct a set amount of hours every period, from the pre-pay, regardless of hours used.</td></tr><tr><td style="width: 33.3333%;" id="prepayrecurringminimumdeductiononlyactive">Process deduction only when account is active<br></td><td style="width: 16.4622%;">Checkbox</td><td style="width: 50.1022%; text-align: left;">Deductions will only apply if the customers account is active.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Pre-pay Auto Top-up</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: 16.157%; 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: 50.5097%; 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="autotopupthreshhold">Threshold</td><td style="width: 16.157%;">Integer</td><td style="width: 50.5097%; text-align: left;">The minimum amount of hours that can be left before the pre-pay will auto top-up.</td></tr><tr><td style="width: 33.3333%;" id="autotopupbyamount">Top up by this amount of hours</td><td style="width: 16.157%;">Integer</td><td style="width: 50.5097%; text-align: left;">The amount of hours to auto top-up by.</td></tr><tr><td style="width: 33.3333%;" id="autotopuptoamount">Top up to this amount of hours<br></td><td style="width: 16.157%;">Integer<br></td><td style="width: 50.5097%; text-align: left;">The maximum amount of hours that can be auto topped up to. e.g. if the threshold was 5 and the Top up was 20, but the &quot;Top-up to this amount of hours&quot; was also 20, then the auto top-up would only be 15 hours and the balance would be capped at 20.</td></tr><tr><td style="width: 33.3333%;" id="autotopupcostperhour">Cost per hour</td><td style="width: 16.157%;">Integer</td><td style="width: 50.5097%; text-align: left;">The cost of pre-pay auto top-up hours. if &quot;Top up by this amount of hours&quot; was set to 20, and the &quot;Top up to this amount of hours&quot; was set to 20, and threshold was 5, then the cost per hour (CPH) would be CPH * 15.</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; Asset Management &gt; Asset Fields</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1785" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a></li></ul>

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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; 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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><p><u><strong>Top Bar</strong></u></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);" id=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Action</span></strong></td><td style="width: 13.9891%; 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: 52.6776%; 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 to all Asset Types</td><td style="width: 13.9891%;">Yes/ No</td><td style="width: 52.6776%; text-align: left;"><p id="isPasted">This is an action button found on asset fields that are already created. This will add the field to all Asset Types.</p></td></tr><tr><td style="width: 33.3333%;" id="">Add to selected Asset Types</td><td style="width: 13.9891%;">Yes/ No</td><td style="width: 52.6776%; text-align: left;"><p id="isPasted">This is an action button found on asset fields that are already created. This will add the field to chosen Asset Types.</p></td></tr></tbody></table><p><u><strong>Asset Field Creation Variables</strong></u></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);" id=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 13.8939%; 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: 52.7728%; 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">Field Label</td><td style="width: 13.8939%;">Free Text</td><td style="width: 52.7728%; text-align: left;">Determines the name of the asset field.</td></tr><tr><td style="width: 33.3333%;" id="validate">Type of Field</td><td style="width: 13.8939%;">Single Select</td><td style="width: 52.7728%; text-align: left;">Choose from various different fields:<br>Text (a singular line text box), Memo ( A larger text box than &quot;Text&quot;), IP Address, Hyperlink, single selection (Add values in the table which are single select when using the asset field), multiple selection (Add values in the table which can have multiple selected from when using the asset field), checkbox(can be checked on or off). When using the single select type, you can specify a different colour for each single select option, this is chosen by editing the single select fields after the initial creation and saving of the asset field. This will colour that value when shown as a column in a table i.e. when you add this field to the asset list column profile.</td></tr><tr><td style="width: 33.3333%;" id="systemuse">System Use</td><td style="width: 13.8939%;">Single Select</td><td style="width: 52.7728%; text-align: left;"><p>The System Use selected here will determine how this Asset Field behaves with certain other functionalities of the system. One, for example, will enable the field to be used alongside the AnyDesk integration. System use of parent-child link. When updating this field the asset will be linked to the asset of the specified type which also contains the new data.</p><ul><li data-pasted="true">RDP Address: Allows you to remote into an asset from Halo using Windows Remote Desktop. &nbsp;You will need to enter the Asset&#39;s IP address in this field to generate a downloadable RDP file. Clicking the link will automatically launch your Remote Desktop client and connect using the address in the field.</li><li>Anydesk: Used alongside the Anydesk integration.</li><li>Parent-Child Link: Used when you would like Assets to automatically be linked together with a parent/child relationship when they both share the same value in this field. When chosen you will need to choose which Asset Type will be checked for matches, if an Asset of this Type shares the same value in this field it will be set as the parent.&nbsp;</li></ul></td></tr><tr><td style="width: 33.3333%;" id="parenttype_id">Asset Type of parent to match against</td><td style="width: 13.8939%;">Single Select</td><td style="width: 52.7728%; text-align: left;">The type chosen here will determine how the Parent-Child Link recognises which two Assets this field is linking together. (Only available when &quot;Parent-Child Link&quot; is selected in the system use field)&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="mandatory">Mandatory</td><td style="width: 13.8939%;">Checkbox</td><td style="width: 52.7728%;">Decides whether the asset field is mandatory or not.</td></tr><tr><td style="width: 33.3333%;" id="show_on_relationship_edit">Show on Ticket-Asset relationship edit screen<br></td><td style="width: 13.8939%;">Checkbox</td><td style="width: 52.7728%;">Show on Ticket-Asset relationship edit screen: When enabled, this field will show on the relationship edit screen when selecting the linked Asset against a Ticket. This screen only shows when &quot;When clicking a linked Asset, display the relationship edit screen&quot; is enabled for the Ticket Type.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="no_change_history">Do not record change history for this field</td><td style="width: 13.8939%;">Checkbox</td><td style="width: 52.7728%;"><strong>​</strong>When enabled, Change History records will not be created for this Field. Can be used to toggle whether changes to the value in this Field will show in the Change History for the Asset or not.&nbsp;</td></tr></tbody></table><p><br></p>

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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 Pax8 Integration?</strong></p><p><strong>- How to connect to the Pax8 integration&nbsp;</strong></p><p><strong>- Customer Imports</strong></p><p><strong>- Subscription Imports</strong></p><p><strong>- Importing Usage-based subscriptions, Azure Consumption &amp; Arrears data</strong></p><p><strong>- Automatically sync customers and/or subscriptions updates</strong></p><p><strong>- Billing for subscriptions from Pax8</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><br></p><p><strong><span style="font-size: 14pt;">What is the Pax8 Integration?</span></strong></p><p>The Pax8 integration can be used to import customer and subscription data from Pax8 into Halo. When changes are made to customer/subscriptions in Pax8 these can be automatically synced across to Halo. This allows you to bill for Pax8 subscriptions from Halo. Subscription quantities on the recurring invoice can update automatically when subscriptions are updated in Pax8, with pro-rata calculations automatically added to customer&#39;s the next invoice. This applies to both seat/device based subscriptions. Usage based subscriptions can have their price updated in line with their current cost in Pax8. The Pax 8 integration is multi-tenanted, allowing you to connect multiple Pax8 tenants (accounts) to your Halo instance.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Enable and Connect to the Integration</span></strong></p><p>First enable the integration module, navigate to Configuration &gt; Integrations &gt; here enable the &#39;Pax8&#39; module using the &#39;+&#39; icon.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyYjBjOGYwLWI0MWQtNDQ5Mi1hNjk1LTk3NGUxODBlM2Q3YSJ9.3GAdEd24LZVecGdX1yXoelZu66SUGOv7q-4EhHPSUXg" width="499" height="238" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable integration module&nbsp;</span></strong></p><p><br></p><p>Once enabled click into the integration module and create a new tenant using the &quot;New&quot; button to begin configuration.&nbsp;</p><p><br></p><p><strong><em>Note: The Pax8 integration supports multiple Pax8 tenants being connected to your Halo instance. You will need to setup a connection for each tenant separately.&nbsp;</em></strong></p><p><br></p><p>Start by giving the connection a name.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwOGQxNzg3LWJlMTYtNDAyZS1hZDEwLTNjZTcyNWJiM2Y0OSJ9._Yno0wCj7UJeraZhQh1nxcreh0hf3eVM3bDACekvCbI" class="fr-fic fr-fil fr-dib" width="1662" style="width: 1664px; height: 399.238px;" height="399"></p><p><strong><span style="font-size: 10pt;">Fig 2. Integration connection options</span></strong></p><p><br></p><p>You will first need to choose the authentication type for this integration. The type &#39;Use the HaloPSA app&#39; is recommended as from 2025 Pax8 is enforcing stricter rules on how API requests are made. Using this type of authentication method will be required if you are managing multiple partner data in Pax8.</p><p><br></p><p><strong><span style="font-size: 12pt;">Connecting Using &#39;Custom Developer App&#39; (Client ID and secret)</span></strong></p><p>When this method is chosen, you will need to generate a Client ID and Secret in Pax8 to authenticate the connection. &nbsp;</p><p><br></p><p>To do this head to your Pax8 instance and click into &#39;Users&#39; on the left hand side, head to an account with the role &#39;partner admin&#39;, within that user open the &quot;Developer Apps&quot; tab, from here create a developer app and sign off on it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiMmVlNWMzLTc0MmItNGFmNy1hZGQwLWE2ZWIzZTZiOWM4ZCJ9.17c3lDb2WMcwCp204kebFuR8wYW4m9n9ppNGZ0tjCM4" width="1222" style="width: 1224px; height: 375.683px;" height="376" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Create new developer app in Pax8</span></strong></p><p><br></p><p>Generate and copy your credentials.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3YTVlMzU0LTA0NDEtNGYxZi05NWI2LTUwNGJjMGYwOTNlMyJ9.YIfkWrl_2WMR3pI10CDZUYRQo2B86rrsrV7clXQBMCY" width="619" height="499" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Generate credentials</span></strong></p><p><br></p><p>From here, you can copy your credentials into Halo in order to authenticate the Pax8 connection.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0YzkyNGExLThiMTMtNDQ5NC04ODcxLTFjN2ZiMTJhMGZkZCJ9.CRnP8e6XEHswlwrHcfrSCWoPOjNzPHD3nP_87InCB0U" width="459" style="width: 461px; height: 336.723px;" height="337" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Paste credentials into Halo</span></strong></p><p><br></p><p>Test the connection to make sure it is successful. Once connected head to the &quot;Customer Mappings&quot; tab to configure customer imports.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Connect Using &#39;HaloPSA app&#39;</span></strong></p><p><span style="font-size: 11pt;">This authentication method is available from versions 2.184+ of Halo, if you are on a version prior to this you can connect using the custom developer app. But we recommend updating to this connection method when it becomes available in your instance.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p>Set the &#39;Authentication Type&#39; field to be &#39;Use the HaloPSA app&#39; then use the &#39;Login with Pax8&#39; button. A pop-up will display, here enter your email and password to log in to your Pax8 account and authenticate the connection. Ensure you log in with an account that has access to all the customers and subscriptions you would like to import.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3NDY2ODk0LWM0OGItNDEzYy1iNWRjLWEwZjk0MGVkYjkyMyJ9._hjDo86FTL4G3u5mviQuU4Ogx762n6WJLCckyqNzl3Y" width="341" style="width: 343px; height: 478.664px;" height="479" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Log in to Pax8</span></strong></p><p><br></p><p>You will now be connected. Once connected head to the &quot;Customer Mappings&quot; tab to configure customer imports.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Customer Imports</span></strong></p><p>Customers in Halo will need to be mapped to customers in Pax8 to ensure the customer&#39;s subscription details from Pax8 are imported/associated to the correct customer in Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzMDY4ZWQ3LTY0MDgtNDg3MC04ZjhmLTRjZjc2MWNlNTdmZCJ9.hLNZhMbDfApX8SJSAbNhgHADgfsLfAgRuV_Qi9b_zTc" width="1148" style="width: 1150px; height: 644.173px;" height="644" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Customer configuration</span></strong></p><p><br></p><p>Mappings can be created by adding to the &#39;Customer mappings&#39; table and choosing which Pax8 customer to associate to a chosen Halo customer.&nbsp;</p><p><br></p><p>If your customers in both applications have the exact same name you can use the &#39;generate mappings&#39; button to have mappings generated automatically, matching customers on name.&nbsp;</p><p><br></p><p>&nbsp;If you do not yet have customers set up in your Halo instance you can import customers from Pax8 into your Halo instance. Before doing this consider the customer import settings that will determine how customers will be imported.</p><p><br></p><p><strong>Top Level for New Customers -</strong> Any customers created from Pax8 will be created under this top level.</p><p><strong>Update the Customer&#39;s main Site address in Halo when an existing Customer is imported from Pax8 -&nbsp;</strong>When enabled, the main site of the customer in Halo will have it&#39;s address updated to match the address of the customer address in Pax8 each time customers are imported from Pax8.&nbsp;</p><p><strong>Import Inactive/Deleted Customers from Pax8 and update Halo Customers to Inactive -</strong> When enabled, inactive and deleted customers will be imported from Pax8.&nbsp;</p><p><br></p><p>Once you are happy with the customer import settings use the &#39;Import customers&#39; button to import customers from Pax8. Any new customers that have been created in Halo from Pax8 will automatically have a mapping added to the table upon import.&nbsp;</p><p><br></p><p data-pasted="true"><strong>Pax8 Resource Group</strong></p><p>When creating customer mappings you will notice an option to set the &quot;Pax8 Resource group&quot;. This is only required if you would like to import usage data for subscriptions from Pax8 (such as Azure consumption data). Information on importing usage data (including how to set this field) is covered later in this guide, in the section &quot;Importing Usage-based subscriptions, Azure Consumption &amp; Arrears data&quot;.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Shortcut to open Customer in Pax8 from Halo</span></strong></p><p>Customers that have been created by Pax8 or are mapped to a Pax8 customer will have a shortcut button added to their customer profile (after a customer import takes place) to open the customer in Pax8.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjZGI4ZjJjLTk0ZDUtNDEwZC1iZjlhLTRiMjBjYjY0NTMxNSJ9.lzUDv2g6l2eBEnBaobTjZj7gnjbTvmKZEstY_bl5VwU" width="918" style="width: 920px; height: 238.244px;" height="238" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Open customer in Pax8 shortcut</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Subscription Imports</span></strong></p><p>To configure how subscriptions are imported from Pax8 into Halo head to the &quot;Subscriptions Imports&quot; tab.&nbsp;</p><p data-pasted="true"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwMzU1MjgxLTc2YWYtNDBjZi05OWYyLWEzMjllYzFlNTExMSJ9.ExuFU8Nn9M0c5s5MQFMSTXUZ9uCzxtTuYAayUraJyq4" class="fr-fic fr-fil fr-dib" width="1879" style="width: 1881px; height: 490.185px;" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 9. Subscription Imports Tab</span></strong></p><p><br></p><p>First set &quot;Allow Subscription Quantities to be increased from Halo&quot;.&nbsp;</p><p><br></p><p><strong>Allow Subscription Quantities to be increased from Halo -&nbsp;</strong>This controls whether you can increase the quantity of a subscription, that has been imported from Pax8, in Halo. Allowing you to manage procurement from Halo. This only applies to increases, a subscriptions&#39; quantity will not be able to be decreased.&nbsp;</p><p><br></p><p>The other settings on this page control additional functionality to allow products to be imported for each subscription and recurring invoice lines to be created automatically.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Importing Products and Creating Recurring Invoices</span></strong></p><p>Products can be imported from Pax8 and recurring invoice (RI) lines can be created automatically based on subscription data in Pax8. Each time a new subscription is imported from pax8, it&#39;s linked product will also be imported into Halo, this will create/match to an item in Halo. You can also enable the ability to have recurring invoice lines automatically created for each new subscription imported from Pax8.&nbsp;</p><p><br></p><p>Importing Products saves you having to create a product in Halo to represent the subscription on a recurring invoice manually.&nbsp;</p><p><br></p><p>Having invoice lines created automatically automates the billing process further, allowing a customer&#39;s recurring invoice in Halo to automatically update (with a new line) when they have a new subscription added in Pax8. This line will be configured to have an automated quantity based on the linked pax8 subscription, so going forward it&#39;s quantity will update in line with changes in Pax8.&nbsp;</p><p><br></p><p>Imported Products match on existing Halo products using SKU; if no product is found, a new one will be created. When importing products from Pax8 subscriptions the SKU will include an appended identifier for the Commitment and Billing periods. This will be in the format CFQ7TTC0LCHC-0002-P1M-M.</p><p><br></p><p>This functionality is enabled and configured using the settings found under the &quot;Subscription Imports&quot; tab.</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.eyJpZCI6IjU2NjUxODRkLTg3MjQtNGQ1Mi1hMTcwLThkYjgzNTEzOTkzOCJ9.4zILv9RtRfDOpfaxCJZwve-kyZ4bvPwoMsa0W6vLroY" class="fr-fic fr-fil fr-dib" width="1761" style="width: 1763px; height: 432.523px;" height="433"></p><p><strong><span style="font-size: 10pt;">Fig 10. Settings to enable and control product imports and recurring invoice line creation<br></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><strong style="box-sizing: inherit; font-weight: 700;">Import Products and create Invoice lines:&nbsp;</strong>Determines if Products are imported and if Recurring Invoices are updated automatically.</p><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; list-style-type: disc;"><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Do not import:</strong> Products will not be imported.</li><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Import Pax8 Products:</strong> When importing subscriptions, products will also be imported, creating products in Halo (unless an existing product is found with the same SKU).&nbsp;</li><li style="box-sizing: inherit;"><strong style="box-sizing: inherit; font-weight: 700;">Import Pax8 Products and creating Recurring Invoice Lines:</strong> Products will be imported and created in Halo when importing subscriptions. If new subscriptions/products are found this will be added to a Recurring Invoice. The Recurring Invoice the product will be added to will be determined by customer level settings, see the next section for more information on this.&nbsp;</li></ul><p><strong style="box-sizing: inherit; font-weight: 700;">Product Group for new Products:</strong> Any newly created Products will be created within the Product Group chosen here.</p><p><strong style="box-sizing: inherit; font-weight: 700;">Allow Subscription Quantities to be increased from Halo:</strong> Quantities of Pax8 Subscriptions can be increased from within Halo and transferred over. They cannot be decreased.</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 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; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you have chosen &quot;Import Pax8 Products and creating Recurring Invoice Lines&quot; keep in mind only new subscriptions will be added to a recurring invoice. If the Customer already has the imported subscription in Halo (even if not on a recurring invoice) this subscription will be imported but it will not be added to the recurring invoice.&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 style="box-sizing: inherit;"></p><p data-pasted="true"><strong>Determine which Recurring Invoice new subscriptions/products will be added to</strong></p><p>You will need to set which Recurring Invoice (RI) new subscriptions are automatically added to for each customer.&nbsp;</p><p><br></p><p>To do this, head to Customers &gt; select a Customer &gt; Billing tab &gt; Pax8 section.</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 style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4ZDA4YjEyLWRmNzYtNDk2MS05ZTU4LTc1MmU4YjVlZjUwMiJ9.EwJgY9vu0H8eRAo1D3a9olozievtj0m7CafY3w9VnSM" width="1143" height="704" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1145px; height: 703.76px; max-width: none !important;" class="fr-fil fr-dib"></span></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Choose which RI new subscriptions from Pax8 are added to</span></strong></p><p><br></p><p><strong>Monthly Recurring Invoice to use for automatic subscription creation -</strong> Here, choose the RI new subscriptions should be added to that are billed on a monthly basis.</p><p><strong>Annual Recurring Invoice to use for automatic subscription creation -&nbsp;</strong>Here, choose the RI new subscriptions should be added to that are billed on an annual basis.</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 style="box-sizing: inherit; font-weight: 700;"><br style="box-sizing: inherit;"></strong></p><p>Keep in mind the billing period for the subscription must match the chosen invoice, if it does not the subscription will be added the newest RI for the Customer that has a matching invoice period. If it cannot be matched, it will not be added. Products will be matched to subscriptions based on SKU.</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 style="box-sizing: inherit; font-weight: 700;"><br style="box-sizing: inherit;"></strong></p><p data-pasted="true"><strong>Exclude Certain Customers from Automatic RI line creation</strong></p><p>You can exclude chosen customers from having new subscriptions added to recurring invoices automatically by checking &quot;Do not create recurring invoice lines automatically&quot; against the customer profile (Figure 11).</p><p><br></p><p><strong><span style="font-size: 12pt;">Import Subscriptions only, without creating Products or adding Lines to Recurring Invoices</span></strong></p><p>If you would like only subscriptions to be imported, so product and invoice line creation is managed manually, set the subscription import settings as shown in Figure 12.</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.eyJpZCI6ImE5NDBkYmMyLTVjOTYtNDIwOC1hMmI1LTI5ODkxMmJkYWNiZiJ9.pnE4tDfq-RulOrXv1BG-83XPxfRXiVrp6sKf_OjIYuk" class="fr-fic fr-fil fr-dib" width="1764" style="width: 1766px; height: 440.321px;" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 12. Configuration to Only import Subscriptions<br></span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Run a Subscription Import</span></strong></p><p>Once you have configured your subscription imports save the page and you will have the option to &quot;Import Subscriptions&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkZTJjODExLTIzMzUtNGYwOS05MGQ0LTBjODg0MWU4M2EyYSJ9.lcse9O-l-y1pqfklxmCsEpgHVu0mnluzo3lL2V-aSbk" class="fr-fic fr-fil fr-dib" width="1472" style="width: 1474px; height: 431.141px;" height="431"></p><p><strong><span style="font-size: 10pt;">Fig 13. Import Subscriptions</span></strong></p><p><br></p><p><strong><em>Note: If importing products too, this will also import products.&nbsp;</em></strong></p><p><br></p><p>Only mapped customers will have their subscriptions imported.&nbsp;</p><p><br></p><p>When running, you will be able to select which customers to import subscriptions for.&nbsp;</p><p><br></p><p>When running an import, the following subscription data will be imported from Pax8:</p><ul><li>Subscription Name</li><li>Start/End date (commitment term)</li><li>Number of Licences&nbsp;</li><li>Billing Cycle</li><li>Term Duration</li><li>Status&nbsp;</li><li>Purchase cost&nbsp;</li><li>Selling Price</li></ul><p><em><strong>Note: On versions before version 2.242, you cannot edit the active/inactive flag on subscriptions imported via an integration. From this version onwards, administrators are able to edit this.</strong></em></p><p><br></p><p><strong><span style="font-size: 12pt;">View Imported Subscriptions</span></strong></p><p>Imported subscriptions will appear under the &#39;Subscriptions&#39; tab against a customer&#39;s profile in Halo. Head to Customers &gt; select a Customer &gt; Subscriptions, here you will see the subscriptions for this customer.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMmZiZjc2LTE5M2EtNDk1YS1hNzk5LTUyNzVlYjEwZTBhOCJ9.XEPWYW9ElSk0JPtnH4rImGVljCs8r5Dg1RodbBlD50Q" width="1035" style="width: 1037px; height: 568.013px;" height="568" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Customer subscriptions</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: If you are unable to view the subscriptions tab within the customer&#39;s profile, you may need to enable the Software Licencing module.&nbsp;</em></span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Automatically Sync Customers and/or Subscriptions Updates</span></strong></p><p>To have updates to customer and/or subscription details from Pax8 sync to Halo automatically enable the Halo integrator for the integration. Head to the &quot;Halo Integrator&quot; tab and enable the option shown in Figure 15.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkNmVmZDg0LTllZjUtNGRhOS05YmRmLWU0NmNkNDRjZmQ0ZiJ9.ZFH_LtonVikHlDuzCi6rPQXljjF_Q7dVaEnF5FSfM9s" class="fr-fic fr-fil fr-dib" width="1775" style="width: 1777px; height: 416.198px;" height="416"></p><p><strong><span style="font-size: 10pt;">Fig 15. Enable Halo integrator</span></strong></p><p><br></p><p>Once enabled choose which entities you would like to be imported regularly, customers and/or subscriptions. The sync for this integration will run on a daily basis, so the entities will be updated daily.&nbsp;</p><p><br></p><p><strong>Deactivate Subscriptions in Halo when they are deleted from Pax8 (Halo Integrator only) -</strong> When enabled, subscriptions that have been deleted in Pax8 will be made inactive in Halo. This only applies when running an import using the Halo Integrator, subscriptions will not be made inactive when an import is run manually.&nbsp;</p><p><br></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Importing Usage-based subscriptions, Azure Consumption &amp; Arrears data</span></strong></p><p><span style="font-size: 11pt;">The Pax8 Integration allows for the importing of usage-based subscriptions &amp; Azure Consumption data.</span></p><p><br></p><p><span style="font-size: 11pt;">Usage summaries and usage lines can be imported from Pax8 into Halo.</span></p><p><br></p><p><span style="font-size: 11pt;"><span style="color: rgb(0, 0, 0);">Usage summaries will be imported as subscriptions but be denoted in Halo by their description having the string &#39;(Usage Summary)&#39; appended to the subscription name.&nbsp;</span></span></p><p><br></p><p><span style="font-size: 11pt;"><span style="color: rgb(0, 0, 0);">Usage lines will be imported as subscriptions, with the quantity of usage updating the quantity of this subscription.&nbsp;</span></span></p><p><br></p><p><span style="font-size: 11pt;"><span style="color: rgb(0, 0, 0);"><span style="font-size: 11pt;" data-pasted="true">Usage summaries can be linked to recurring invoice lines. Allowing the price of recurring invoice lines in Halo to update automatically in line with the usage. &nbsp;</span></span></span></p><p><br></p><p><span style="font-size: 11pt;">When a recurring invoice line in Halo is linked to a usage summary the line will always have a quantity of 1 but the cost and price of the line will update in line with the partner cost and current charges for for the month (respectively), taken from the usage summary.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">Each time usage information is imported from Pax8 (after the daily integrator run), the price of the linked recurring invoice line will update automatically.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);">Before setting this up ensure customers are mapped/imported.&nbsp;</span><span style="color: rgb(0, 0, 0);"><br></span></p><p><br></p><p><span style="font-size: 11pt;">To start, we will need to import usage summaries and lines from Pax8 into Halo, these will be created as &#39;subscriptions&#39; in Halo. To ensure that Usage/Azure Plan data is imported against the correct Halo customer record, you will need to map/assign the usage summary to the company it is for<span style="font-size: 11pt;">&nbsp;within Pax8, using company mapping OR resource groups.</span></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Mapping the Customer to their Subscription Usage Summary</span></strong></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);">In order to map a customer to their subscription usage summary, you will need to map the usage summary to the associated with that company (customer) in Pax8.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p>Here are the steps to assign usage to a company in the Pax8 Marketplace:</p><ul><li>Open Pax8 Marketplace.</li><li>Navigate to Manage clients &gt; Subscriptions and select the applicable subscription.</li><li>Go to the Usage tab (note that if there is no company associated with a specific subscription, it will be noted underneath the Subscription title: &quot;No company assigned&quot;).</li><li>Click on the &quot;...&quot; on the far right.</li></ul><p><img data-fr-image-pasted="true" width="1667" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNWM4ZTVjLTQ1ODYtNDA2ZC04MTBmLWRlZTA3ZmFjZWJjMSJ9.9WHYxSAJbv8u_ENWQr8fXc1jt0AsZOyNL_rFBT6HDDw" size="305426" height="654" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); text-align: start; 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; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; min-width: 10px; color: rgb(37, 109, 241); font-family: &quot;Times New Roman&quot;; font-size: 14.6667px; background-color: rgb(255, 255, 255); width: 1669px; height: 653.863px;" data-pasted="true" class="fr-fil fr-dib"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 16. Usage Summary in Pax8</span></strong></p><p><br></p><ul><li>Click on Assign Company.</li><li>From the Company drop down select the appropriate company<span style="color: rgb(226, 80, 65);">&nbsp;</span> to assign the usage to (this will be the name of the customer this usage applies to).</li><li>Click Submit.</li></ul><p><img data-fr-image-pasted="true" width="488" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjMjRhMzFmLTg5ZjQtNGNjMS1iYThkLTY3ZDVhMGFkYzRlOCJ9.jRPOXX4rPczvv-Smw5Dx_UKWS3989JMNN5hPwmDqS4s" size="13670" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(37, 109, 241); font-family: &quot;Times New Roman&quot;; font-size: 14.6667px; 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;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;"><span style="color: rgb(0, 0, 0);">Fig 17. Assign Company</span></span></strong></p><p><br></p><p>Now the usage summary will be associated with the correct company, all subscriptions assigned to this company will be imported when importing subscriptions from Pax8.&nbsp;</p><p><br></p><p>As an alternative, you can also use the Pax8 resource group the usage summary belongs to associate the usage summary with the correct customer.&nbsp;</p><p><br></p><p>Find the resource group associated with a particuar usage summary (one you would like to import into Halo, copy this. Then head back to Halo and edit the customer mapping for the customer this usage summary belongs to. Enter the resource group in the &quot;Pax8 Resource Group&quot; field.&nbsp;</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3MWRiMjYyLTcyOWQtNDVlNS1iMjA3LTkzODI2NjlmMzVjMCJ9.yxn96UDWA8E5CQIf9DAomDjKLByDX2HC00V8f2TnzBc" class="fr-fic fr-fil fr-dib" width="606" style="width: 608px; height: 365.483px;" height="365"></p><p><strong><span style="font-size: 10pt;">Fig 18. Pax8 Resource Group assigned to customer mapping&nbsp;</span></strong></p><p><br></p><p>This will ensure any subscriptions assigned to this resource group will be imported against this customer in Halo.&nbsp;</p><p><br></p><p><span style="color: rgb(0, 0, 0);" data-pasted="true">This field will not be populated for you if mappings have been generated for you automatically (following an import or the use of the &#39;Generate Mappings&#39; button). So you will need to edit these mappings and set this for any clients you are importing usage data for.</span></p><p><br></p><p><span data-pasted="true">Repeat this for each of the usage summaries you would like to import into Halo.</span></p><p><br></p><p><strong><em>Note: The Pax8 Resource field can be left blank if you have mapped the company to the usage summary in Pax8.&nbsp;</em></strong></p><p><br></p><p><strong>Import Subscriptions</strong></p><p>Once you have completed mappings, re-run a subscription import to ensure all usage summaries are imported into Halo.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlZmZhODU4LTc1ZjUtNGViZC05NTRiLTE5ZGM0MmZjODU3MyJ9.cLmPYL3X_XRPOjnMnYNe2omtMCvfgOfT8HdjnzlY-X4" class="fr-fic fr-fil fr-dib" width="1333" style="width: 1335px; height: 396.266px;" height="396"></p><p><strong><span style="font-size: 10pt;">Fig 19. Import Subscriptions</span></strong></p><p><br></p><p>Usage summaries will be imported as subscriptions in Halo, but unlike other subscriptions, they will have &quot;(Usage Summary)&quot; appended to the subscription name.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzMDAxMGM3LTk0NmEtNDIzNi1iMTMyLTVmMWZmYTBmMjIwMSJ9.u8ljIA9nxbWscmxPZfN9WnrwXiFeQ5QATpaKT8Lvfhk" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 20. Usage summary from Pax8</span></strong></p><p><br></p><p>Now usage summaries are imported, they can be linked to recurring invoice lines to be billed. Once linked to a line the line&#39;s price will update automatically in line with usage information from Pax8. We cover how to setup billing for Pax8 subscriptions/usage summaries in the next section.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Bill for Subscriptions from Pax8</span></strong></p><p>When billing for subscriptions and usage summaries in Pax8 from Halo the invoice line can recalculate automatically based on changes in Pax8. Subscriptions will have quantity changes made in Pax8 sync through. This means when licences quantities are added/removed in pax8 this will automatically update the line quantity of the recurring invoice in Halo, it can also pro-rate the line price based on when the licence change was made.&nbsp;</p><p><br></p><p>When billing for usage summaries, the price of the invoice line will recalculate automatically based on usage data in Pax8. This means when the current charges for the usage summary in Pax8 change, the price of the recurring invoice line in Halo will update.&nbsp;</p><p><br></p><p>Changes are synced using the Halo integrator which runs on a daily basis. Therefore changes will take up to a day to be reflected on your invoices.&nbsp;</p><p><br></p><p data-pasted="true">If using this functionality we recommend utilising <a href="https://usehalo.com/halopsa/guides/2312/" target="_blank" rel="noopener noreferrer">recurring invoice line reviews</a>. This will prompt you to check/review that these lines on a recurring invoice before it is billed each period.&nbsp;</p><p><br></p><p>In this section we will outline how to setup this functionality, to allow subscriptions and usage summaries to be billed from Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Create Halo products for Pax8 subscriptions</span></strong></p><p>Before you can add a subscription to a recurring invoice you will first need to create a product in Halo to represent this subscription. Products can be created under the &#39;Products&#39; module. This must be done as a subscription cannot be added to an invoice directly, instead a product will be added and then the invoice line will be linked to this subscription. If you have configured your subscription import to import/create products for you (&quot;Importing Products and &nbsp;Creating Recurring Invoices&quot; section), you will not need to complete this step as these will already be created in your instance.&nbsp;</p><p><br></p><p>The product created must have the following configuration:</p><ul><li>Is a Recurring Product = Yes</li><li>Do not track stock = Yes</li><li>Consignable = No&nbsp;</li></ul><p>The name of the product/item you create should reflect the Subscription it represents.&nbsp;</p><p><br></p><p>For information on how to create products in Halo see our guide <a href="https://www.usehalo.com/guides/1978" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Create Recurring Invoice</span></strong></p><p>First ensure you have the setting shown in Figure 21 enabled. This can be found under Configuration &gt; Billing &gt; Recurring Invoices.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZDg1NzQ5LTI4YzktNDRlZS05NzMwLWQ1YWQ0ZDc3NGJhMyJ9.3p-L-xTzS6ZXJJnqGpXyCSxu9W4alU8oiQ1cuyFQaj4" width="744" height="257" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 21. Setting to enable recurring invoice quantities to be calculated using subscription count&nbsp;</span></strong></p><p><br></p><p>Now you will need to create a recurring invoice to bill for the customer&#39;s subscription(s), or you can add a line onto an existing recurring invoice you have for the customer. For information on creating/setting up recurring invoices see our guide <a href="https://www.usehalo.com/guides/1958" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p>Add a product to the recurring invoice (the product created to represent this subscription), with quantity one as the quantity will later be overridden by subscription data from Pax8.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0YmJiZTVhLWU4YjUtNDEwNi1hYjkwLTNkMGMwNjI3M2YzYyJ9.f3w3vNy9MesUPWsu3wu8L6KB0XvUpWf4WE380cMzf2U" class="fr-fic fr-fil fr-dib" width="1533" style="width: 1535px; height: 914.35px;" height="914"></p><p><strong><span style="font-size: 10pt;">Fig 22. Product added to recurring Invoice</span></strong></p><p><br></p><p>Now edit the line and change the &quot;Quantity&quot; field to &quot;Calculate from Subscription count on creation&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5ZjczZTY5LTA1YjItNDFiZC1iMGYyLWQ0NjY3OGQ1NDJmZSJ9.f5EJpLcG_GJEOa3TkSxfnAyGWg0D67dN7acpPZdLdxQ" class="fr-fic fr-fil fr-dib" width="1943" style="width: 1945px; height: 680.827px;" height="681"></p><p><strong><span style="font-size: 10pt;">Fig 23. Set recurring invoice line to have it&#39;s quantity calculated based on a subscription</span></strong></p><p><br></p><p>Now you will need to choose which subscription is linked to this line and therefore used to determine the quantity of the line.</p><p><br></p><p>Add to the &quot;Subscription Quantities&quot; table and choose the relevant subscription.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwOWU1ZTczLTQzMzgtNDY2Ni04ZjEzLWMyZmExODY4ZWNlNiJ9.czINlHlgbxziblYxwPqVSrzB9rv-_U8usAWGiQ15Xls" class="fr-fic fr-fil fr-dib" width="558" style="width: 560px; height: 494.993px;" height="495"></p><p><strong><span style="font-size: 10pt;">Fig 24. Subscription linked to line</span></strong></p><p><br></p><p><strong><em>Note: You will notice a &quot;Pro-rata&quot; option here to determine how pro-rata is generated for this line. For information on these options see our guide <a href="https://www.usehalo.com/guides/1971" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</em></strong></p><p><br></p><p>Multiple subscriptions can be added to a single invoice line to allow you to have a single line representing all the customer&#39;s subscriptions. When billing this way the subscriptions added to the line will share the same price but the quantity of subscriptions will be totalled.&nbsp;</p><p><br></p><p style="margin-left: 20px;"><strong>Linking the line to a Usage summary</strong></p><p style="margin-left: 20px;">If you are billing for a usage summary link the line to a subscription in the same way as outlined above, just ensure the subscription chosen is the imported usage summary. Usage summaries will be denoted by having &quot;Usage Summary&quot; appended to the subscription name.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjODcwMDgxLTZmZTktNGI3YS04YjBlLTY0ZTNlMjlmOWFjNCJ9.SbzJyWhS3JYElcDMcimOIrXF2KnjyMzzdpDTPMN_uXs" class="fr-fic fr-fil fr-dib" width="565" style="width: 567px; height: 496.125px;" height="496"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 25. Usage Summary linked to invoice line</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Ensure you have also enabled, &quot;Update Invoice unit price when the linked subscription price changes&quot; here.&nbsp;</p><p><br></p><p><br></p><p>Once the line and recurring invoice is saved the quantity, price and cost of the line will be taken from the subscription (in Halo) (tax details will be taken from the item) and the line will be updated to reflect this.&nbsp;</p><p><br></p><p>Now, each time the quantity of the subscription, or price of the usage summary, changes in Pax8, the invoice line will update to reflect this. Updates are synced on a daily basis.&nbsp;</p><p><br></p><p>If you are billing usage summaries and are setting this functionality up between the 1st and the 5th of the month the price of the recurring invoice line may not update as usage data does not become available until the 5th of the month in Pax8. See the section &quot;Considerations when Billing for Azure Usage/Usage Summaries&quot; for more information. This will not impact quantity updates to subscriptions.&nbsp;</p><p><br></p><p>When a subscription is cancelled in Pax8 it will be removed from the subscription count against the invoice line automatically, resulting in the line having a quantity of 0.</p><p><br></p><p><strong>Make recurring Invoice Lines Inactive when the subscription is Inactive</strong></p><p>In order to manage recurring invoice lines linked to subscriptions being synced from Pax8, the following setting shown in Figure 26 can be enabled in Halo, found in Configuration &gt; Billing &gt; Recurring Invoices.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2NDExZjM3LWYzZmMtNDgwMS05ODI0LWQ5MzRiNWZlMTliNCJ9.YTS51y5ktRuMtEN9fv0bsiBxqVwuwCjYFRKTNa0QYZ8" class="fr-fic fr-fil fr-dib" width="656" style="width: 658px; height: 510.367px;" height="510"></p><p><strong><span style="font-size: 10pt;">Fig 26. Make invoice lines inactive when a subscription is inactive</span></strong></p><p><br></p><p>With this setting enabled, any subscriptions cancelled in Pax8 will be be made inactive in Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Considerations when Billing for Azure Usage/Usage Summaries</span></strong></p><p data-pasted="true">As Azure usage is billed on a monthly basis, the subscription price will be reset on the 1st of every month when the next period of usage begins. Due to this you must ensure your recurring invoice schedule starts on the 1st of the month and you create this invoice on the 1st of each month to ensure the invoice has the final price for the previous period. If you create the invoice after the subscription usage price has reset, the line may not have the correct price.</p><p><br></p><p>The subscription (usage summary) price in Halo will then next update when new usage data is obtained from Pax8, as data for the current period does not become available in Pax8 until the 5th of the month, this is when the subscription will update in Halo.&nbsp;</p><p><br></p><p>If using this functionality we recommend utilising <a href="https://usehalo.com/halopsa/guides/2312/" target="_blank" rel="noopener noreferrer">recurring invoice line reviews</a> for lines billing for Azure Usage. This will prompt you to check/review that these lines on a recurring invoice before it is billed each period.&nbsp;</p>

<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 id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Teams &amp; Agents &gt; Agents</span></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/1899/" rel="noopener noreferrer" target="_blank" style="font-size: 11pt;"><strong>Agents</strong></a></li></ul></div></div></div>

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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; } 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; } 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><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> <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; } </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; } .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;">Top Bar</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: 14.2862%; 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: 52.3805%; 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 / Save</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Enables edit mode, and saves changes made.</td></tr><tr><td style="width: 33.3333%;">Resend email confirmation</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Sends another email to the Agent&#39;s email address for them to verify their account with.</td></tr><tr><td style="width: 33.3333%;">Change Profile Picture</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Presents a menu for uploading a new Profile Picture</td></tr><tr><td style="width: 33.3333%;">Clone this Agent Account</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Creates an exact replica of the Agent you are viewing, it is advised you rename this clone.</td></tr><tr><td style="width: 33.3333%;">Revoke All Tokens</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Forces the Agent to sign in next time they access the application, along with any 2FA or SSO processes.&nbsp;</td></tr><tr><td style="width: 33.3333%;">Impersonate Agent</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">When clicked, the agents account will be logged into so that the admin can see exactly what the agent is seeing on their Halo. For this button to appear their is an advanced setting called &quot;Allow admins to impersonate Agents&quot; there is also an option to impersonate users, these impersonation options can be checked on in Configuration &gt; Advanced Settings.</td></tr><tr><td style="width: 33.3333%;">Delete</td><td style="width: 14.2862%;">Button</td><td style="width: 52.3805%; text-align: left;">Deletes the Agent&#39;s Account (you will be warned).</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%; height: 1832px;"><tbody><tr><td style="width: 33.2315%; 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: 14.7164%; 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: 52.0237%; 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: 33.2315%;" id="name">Username</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">Display name of the Agent in lists. Agents cannot be called the following names: AUTOMATION, SYSTEM, SUPPLIER, USER, ALERT. As these names are reserved for certain system functions .&nbsp;<br></td></tr><tr><td style="width: 33.2315%;" id="email">Email Address</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">The email address of the selected Agent.</td></tr><tr><td style="width: 33.2315%;" id="password">Password</td><td style="width: 14.7164%;">Free Text (Encrypted)</td><td style="width: 52.0237%; text-align: left;">The password used to log in to this Agent&#39;s account. With the correct permission, this can be viewed as plain text, but is encrypted by default.</td></tr><tr><td style="width: 33.2315%;" id="useadlogin">Use AD authentication</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">Options to choose are Yes or No. This relates to On-Prem Active Directory, not Entra.</td></tr><tr><td style="width: 33.2315%;" id="twofactor_enabled">Two Factor Enabled</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Turns the selected Two Factor Authentification method on / off, these are set up in Advanced Settings.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="onlinestatus_actual">Status</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">Allows an Agent to set their status, which can be used to indicate their availability for certain services / operations.</td></tr><tr><td style="width: 33.2315%;" id="roles">Roles</td><td style="width: 14.7164%;">Multiple Select</td><td style="width: 52.0237%; text-align: left;">Any roles selected here will apply their permissions to the Agent. The highest granted permission for each node will be applied if multiple roles are combined.</td></tr><tr><td style="width: 33.2315%;" id="isdisabled">Account Active</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Marks the Agent as Active. This is what determines whether the Agent will use a Licence or not.</td></tr><tr><td style="width: 33.2315%;" id="isapiagent">Is an API-only Agent</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Marks the Agent as an API agent. Beware that API-only Agents may not log into the Web or Mobile Applications nor can they be assigned tickets. However, they do not take up a licence. They are used for API actions only.</td></tr><tr><td style="width: 33.2315%;" id="firstname">First Name</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">First name of the Agent</td></tr><tr style="height: 47px;"><td style="width: 33.2315%;" id="surname">Surname</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">Surname of the Agent</td></tr><tr><td style="width: 33.2315%;" id="initials">Initials</td><td style="width: 14.7164%;">Free Text<br></td><td style="width: 52.0237%; text-align: left;">Initials of the Agent. This will be used as a default profile picture if no other is set.</td></tr><tr><td style="width: 33.2315%;" id="pronouns">Pronouns</td><td style="width: 14.7164%;">Free Text<br></td><td style="width: 52.0237%; text-align: left;"><strong>​</strong>The Agent&#39;s pronouns can be set here. These will be used to populate the variable $-AGENTPRONOUNS, which can be used in Actions and email signatures.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="sms">Phone Number</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">The Agent&#39;s phone number, letters and special characters are allowed for location code purposes.</td></tr><tr><td style="width: 33.2315%;" id="extensionnumber">Telephone Extension</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">The Agent&#39;s Telephone Extension, for use in cases where extensions are used by the company.</td></tr><tr><td style="width: 33.2315%;" id="ad">Windows Username</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">The username used for logging into the Office365 service linked to the application.</td></tr><tr><td style="width: 33.2315%;" id="team">Default Team</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">This is the team that will come up whenever a single team is required to be displayed against an Agent. An Agent can still belong to multiple teams.</td></tr><tr><td style="width: 33.2315%;" id="jobtitle">Job Title</td><td style="width: 14.7164%;">Free Text</td><td style="width: 52.0237%; text-align: left;">The job title of the Agent.</td></tr><tr><td style="width: 33.2315%;" id="timezone">Time Zone<br></td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">Here, choose the time zone the Agent works in. This will only impact holiday calculations for this Agent, this will not impact any other functionality in Halo. If not set the global time zone will be used to calculate the Agents holiday.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="workday_id">Work Hours</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">Provides a selection between the available workdays, and additionally a 24 workday, or the default for all Agents. This will be used for timesheets and other time-logging.</td></tr><tr><td style="width: 33.2315%;" id="lunchbreak">Lunch Break Duration</td><td style="width: 14.7164%;">Integer</td><td style="width: 52.0237%; text-align: left;">The duration allotted to the Agent for their lunch period. This is simply used to detract from the workday hours to produce a figure for &#39;target hours&#39; on an Agent&#39;s timesheet.</td></tr><tr><td style="width: 33.2315%;" id="chargerate">Default Charge Rate</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">The default charge rate that will be applied to this Agent&#39;s actions. This can be overridden should the charge rate field be available for modification, either at or past the point of action submission.</td></tr><tr><td style="width: 33.2315%;" id="costprice">Cost Per Hour</td><td style="width: 14.7164%;">Integer</td><td style="width: 52.0237%; text-align: left;">This setting is only available if the Billing module is enabled. Define what the agent costs per hour. The use case of this is for profitability reports, to see what the agent is costing the company and how profitable it is. If &#39;Enable Agent Cost History Tracking&#39; is enabled under Configuration &gt; Advanced Settings, this field will be replaced with the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2608" id="isPasted" target="_blank" rel="noopener noreferrer">&#39;Agent Cost Tracking&#39; table&#39;</a>, which allows you to store multiple historical records for the cost of this Agent.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="linemanager">Manager</td><td style="width: 14.7164%;">Single Select</td><td style="width: 52.0237%; text-align: left;">Dictates who can manage this Agent&#39;s timesheet, this manager must have the timesheet modification permission &quot;Read and Modify (Managed)&quot; &nbsp;to be able to do so. This is who can approve timesheets. This agent is also used in other review and approval processes such as expense reviews.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="holiday_allowance">Holiday Allowance</td><td style="width: 14.7164%;">Integer</td><td style="width: 52.0237%; text-align: left;">The number of holiday days allotted to the Agent. These limit the time that can be taken off when booking holiday via the calendar.</td></tr><tr><td style="width: 33.2315%;" id="">Quote margin (%) to require approval</td><td style="width: 14.7164%;">Dropdown</td><td style="width: 52.0237%; text-align: left;">If overridden at agent level, you will be required to give a percentage</td></tr><tr><td style="width: 33.2315%;" id="">Minimum PO Cost to require approval</td><td style="width: 14.7164%;">Single Select / Integer</td><td style="width: 52.0237%; text-align: left;">Dictates how much a PO must cost in order to require approval from the designated approver(s) instead of going straight through without approval. This can be set to the global setting, or set manually per-agent.</td></tr><tr><td style="width: 33.2315%;" id="">Can approve Purchase Orders</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Allows the Agent to partake in PO approvals. PO approvals must be enabled in Configuration &gt; Purchase Orders.</td></tr><tr style="height: 47px;"><td style="width: 33.2315%;" id="can_approve_invoice">Can approve Invoices</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Allows the Agent to partake in Invoice approvals. Invoice approvals must be enabled in Configuration &gt; Billing &gt; General Settings.<br></td></tr><tr><td style="width: 33.2315%;" id="can_approve_campaign"><p data-pasted="true">Can approve Mail Campaigns</p></td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;"><strong>​</strong>Allows the Agent to partake in Mail Campaign approvals. Mail Campaign approvals must be enabled in Configuration &gt; Mail Campaigns.&nbsp;</td></tr><tr><td style="width: 33.2315%;" id="exclude_from_automatic_assigning">Exclude this Agent from automatic assignment (Load Balance, Round Robin etc)</td><td style="width: 14.7164%;">Checkbox</td><td style="width: 52.0237%; text-align: left;">Excludes the agent from any automatic assignment of tickets, such as load balance and round robin.&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (General Settings)</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: 15.0686%; 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: 51.5981%; 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="display_name">Display Name<br></td><td style="width: 15.0686%;">Text</td><td style="width: 51.5981%; text-align: left;"><strong>​</strong>Available when &quot;<a href="https://usehalo.com/haloitsm/guides/1442/#enable_agent_display_names" target="_blank" rel="noopener noreferrer">Enable Agent Display Names</a>&quot; is enabled (Configuration &gt; Advanced Settings).</td></tr><tr><td style="width: 33.3333%;" id="colour">Profile Colour</td><td style="width: 15.0686%;">Colour Chart</td><td style="width: 51.5981%; text-align: left;">Sets the colour of the background to their Halo profile picture, should an image not have been uploaded.</td></tr><tr><td style="width: 33.3333%;" id="theme">Application Theme</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Dictates the overall look of the Halo screen, choices include Light, Dark or Standard.</td></tr><tr><td style="width: 33.3333%;" id="">Application Colour</td><td style="width: 15.0686%;">Single Select / Colour Chart</td><td style="width: 51.5981%; text-align: left;">Sets the colour used for the peripherals of the Halo application, for example the navigation bar. There is a choice between the Global Setting (set in Advanced Settings), the Default, or a custom colour, which presents a colour chart.</td></tr><tr><td style="width: 33.3333%;" id="nav_display_mode">Navigation menu display</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Allows the choice of icon size for the Navigation Menu (LHS).</td></tr><tr><td style="width: 33.3333%;">Navigation menu colour</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Can select either the default or a custom colour that overrides the colour when you click on a module or on the tree within a module. This overrides the global setting in Configuration &gt; Advanced Settings.</td></tr><tr><td style="width: 33.3333%;" id="tree_display_mode">Tree menu display<br></td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Dependent on using&nbsp;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2436" target="_blank" rel="noopener noreferrer" id="isPasted">2025 Halo UI Style</a>. Determines whether the tree menu that shows on the left hand side, i.e. &quot;Tickets by Team&quot; in ticket lists, shows connected to the module bar or as a separate widget for this agent. This will override the global setting of the same name (found under Configuration &gt; Advanced settings).<br></td></tr><tr><td style="width: 33.3333%;" id="halo_tab_pref">Halo Tab Display<br></td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Dependent on using <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2436" id="isPasted" target="_blank" rel="noopener noreferrer">2025 Halo UI Style</a>. This determines how Halo tabs will display for this agent. If &#39;Multiple halo tabs per browser tab&#39; is selected a single browser tab can contain multiple tabs of Halo. This will override the global setting of the same name (found under Configuration &gt; Advanced settings).</td></tr><tr><td style="width: 33.3333%;" id="enablehighcontrast">Enable Accessibility Mode</td><td style="width: 15.0686%;">Checkbox</td><td style="width: 51.5981%; text-align: left;">Turns on High Contrast Mode, a colour theme to assist the colourblind, or simply for those that like it to look that way. When this is enabled in conjunction with Halo tabs, the &#39;close tab&#39; button will always show on the tab for screen reader efficiency. Otherwise the button will only show when hovering.</td></tr><tr><td style="width: 33.3333%;" id="language_id">Application Language</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Allows the choice between the language packs available on the application. By default, these will include all majorly used languages, but more can be configured in the Language section of the configuration.</td></tr><tr><td style="width: 33.3333%;" id="list_type">Default Main Screen List Type</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Provides a choice for default views to be applied to tables, Table, Tile and Kanban views are available.</td></tr><tr><td style="width: 33.3333%;" id="ticket_preview_mode">List Preview Mode</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Provides the choice between having list items open as a whole window, or for them to open in a side-tab alongside the list.</td></tr><tr><td style="width: 33.3333%;" id="pagesize">Main Screen Page Size</td><td style="width: 15.0686%;">Integer</td><td style="width: 51.5981%; text-align: left;">A configurable size proportion, with base 100, to customise the size of screen items, such as text and images.</td></tr><tr><td style="width: 33.3333%;" id="newtabpref">Popout Display</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">This provides a choice over how &#39;new screen&#39; items behave. i.e. when opening something that would normally open up in a new tab, you can choose between it either opening in a new window, a new tab, or a modal screen inside the same tab, like some of the configuration boxes that pop up.</td></tr><tr><td style="width: 33.3333%;" id="navmenu_mode">Navigation Menu</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Dictates the behaviour of the Navigation Menu (LHS), you can choose between it being on the left all the time, or only when the menu button is clicked.</td></tr><tr><td style="width: 33.3333%;" id="pref_notification_sound">New notification sound</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Provides the option to mute notification sounds, or to follow the system default.</td></tr><tr><td style="width: 33.3333%;" id="pref_chat_sound">New chat message sound</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">Provides the option to mute chat message sounds, or to follow the system default.</td></tr><tr><td style="width: 33.3333%;" id="signature">Email Signature</td><td style="width: 15.0686%;">Rich Text</td><td style="width: 51.5981%; text-align: left;">Allows the Agent to set an Email Signature which will be populated with the $.AGENTSIGNATURE variable, and is usually appended to the end of Email messages.</td></tr><tr><td style="width: 33.3333%;" id="homescreendashboardid">Dashboard to show on the home screen</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">This will be the dahsboard shown on the home screen for the agent, can be set globally in Configuration &gt; Reporting &gt; General Settings</td></tr><tr><td style="width: 33.3333%;" id="homescreenchartid">Chart to show on home screen</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">This option is only visible if the globally set dashboard is &quot;Default&quot; and then the dashboard set on the agent is &quot;Global Setting&quot;. Or if the &quot;Default&quot; option is set on the agents dashboard setting then the chart will be visible. Charts can be created from reports via the sidebar tab &quot;Chart Setup&quot; this guide covers <a href="https://usehalo.com/haloitsm/guides/917" rel="noopener noreferrer" target="_blank">Configuring Charts</a></td></tr><tr><td style="width: 33.3333%;" id="sidemenudashboardid">Side menu dashboard</td><td style="width: 15.0686%;">Single Select</td><td style="width: 51.5981%; text-align: left;">This option, when set will show a new button on the top right of the screen beside the to-do list button (looks like a speedometer). This guide has a video going over setting up a side menu dashboard to show followed tickets: <a href="https://usehalo.com/haloitsm/guides/887" rel="noopener noreferrer" target="_blank">Guide</a></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Tickets)</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: 16.7057%; 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: 49.961%; 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_tickets">Default View</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This will be the default view the agent will see when clicking into the tickets module. Options Include &#39;Tickets by Team&#39; , &#39;My lists&#39; , etc...</td></tr><tr><td style="width: 33.3333%;" id="default_filter_id_tickets">Default Filter Profile</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This will be the default filter applied to the ticket lists i.e. &#39;All Tickets&#39;, &#39;Open Tickets (Including SLA Hold)&#39;, etc...</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_tickets">Default Column Profile</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">Choosing the column profile, will dictate the columns which will be shown for each ticket on the list. This can be overridden by configuration on Ticket Areas</td></tr><tr><td style="width: 33.3333%;" id="default_action_view">Default View for Ticket History</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">When clicking into a ticket, you can by default see the actions of the customer, and the agents (Private notes, public notes, etc). Setting this to all actions will mean you can see automated actions, ticket rule changes etc...</td></tr><tr><td style="width: 33.3333%;" id="default_action_display">Default Action display for Ticket History</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">Setting this to only show the most recent action, will mean that all other actions will need to be clicked into in order for the content of them to display. By default this is set to show the content on all actions.</td></tr><tr><td style="width: 33.3333%;" id="default_feed_view">Default View for Feed</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">In the top right of the screen, there is a Wi-Fi looking symbol, which is the Feed side pane. The activities displayed in there for the agent are set from this option. There is also a dropdown that can be changed once clicking into the side pane.&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Assets)</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: 16.7057%; 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: 49.961%; 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_assets">Default View</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">When clicking into the assets area, this will be the default view shown for the agent. Options Include &#39;Assets By Group&#39; , &#39;My lists&#39; , etc...</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_assets">Default Column Profile</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">Set which columns are shown per asset on the list. Column profiles for assets are configurable in Configuration&gt;Asset Management&gt;General Settings &gt; *Click into the &#39;Configure Column Profiles&#39; Button*</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Customers)</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: 16.7057%; 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: 49.961%; 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_customers_selectedid">Default List - Customers</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">When clicking into the customers area, this will be the default shown, can be set to sites, users, customers, accounts manage. You could configure a list from the customers area and set it so that the filter is for important customers, &#39;important customer&#39; checkbox is set on the details tab of a customer.</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_clients">Default Column Profile - Customers</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The option set here will be for the columns displayed per customer on the list.</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_sites">Default Column Profile - Site</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The option set here will be for the columns displayed per site on the list.</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_users">Default Column Profile - User</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The option set here will be for the columns displayed per user on the list.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Opportunities)</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: 16.7057%; 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: 49.961%; 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: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">When clicking into the opportunities area, this will be the default view shown for the agent. Options Include &#39;Tickets By Team&#39; , &#39;My lists&#39; , etc...</td></tr><tr><td style="width: 33.3333%;" id="default_filter_id_opps">Default Filter Profile</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This will be the default filter applied to the ticket lists i.e. &#39;All Opportunities&#39;, &#39;Open Opportunities&#39;, etc...</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_opps">Default Column Profile</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This setting is for choosing the column profile, will dictate the columns which will be shown for each row on the list. Set in Configuration &gt; Sales &gt; Views &gt; Column Profiles&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Contracts and Supplier Contracts)</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: 16.7057%; 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: 49.961%; 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_contracts">Default Column Profile - Contracts</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This setting is for choosing the column profile, which will dictate the columns shown for each row on the list. Set in Configuration&gt;Contracts</td></tr><tr><td style="width: 33.3333%;" id="default_columns_id_supplier_contracts">Default Column Profile - Supplier Contracts</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This setting is for choosing the column profile, which will dictate the columns shown for each row on the list. Set in Configuration&gt;Supplier Contracts</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Notifications)</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: 16.7057%; 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: 49.961%; 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="notifications">Notifications</td><td style="width: 16.7057%;"><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;">Table</span></td><td style="width: 49.961%; text-align: left;">Decide which notifications this agent can access. Checkout this guide for more information on notifications: <a href="https://usehalo.com/haloitsm/guides/891" rel="noopener noreferrer" target="_blank">Guide on Notifications</a></td></tr><tr><td style="width: 33.3333%;" id="notifications_personal">Personal Notifications</td><td style="width: 16.7057%;">Table</td><td style="width: 49.961%; text-align: left;">These are custom Notifications for this Agent only. When clicking &#39;Add&#39; you can create new notifications for this agent.</td></tr><tr><td style="width: 33.3333%;" id="dontemailmeifiloggedit">Do not send New Ticket or Ticket Closed notifications for Tickets opened or closed by me</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked on, any notifications the agent has inherited relating to opened or closed ticket notifications, will not trigger for them if they are the one triggering the open or closed notification.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="sendowneremails">Notify when other Agents update Tickets assigned to me</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked, A notification is sent if another agent puts an update on the ticket you are assigned to (&#39;You&#39; as in the agent which this checkbox is on for). These will appear in the notification side pane.</td></tr><tr><td style="width: 33.3333%;" id="sendemailerrors">Send notifications for errors with Incoming/Outgoing Email and Halo Integrator</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked, the agent will receive notifications for errors with Incoming/Outgoing Email and Halo Integrator. These will appear in the notification side pane.</td></tr><tr><td style="width: 33.3333%;" id="warnifnoscan_integrator">Send notification when the Halo Integrator has not run for X amount of hours</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked, you can set the number of hours you want to wait before the notification is sent to say that the halo integrator has not ran. These will appear in the notification side pane.</td></tr><tr><td style="width: 33.3333%;" id="warnifnoscan_integrator_hours">Hours</td><td style="width: 16.7057%;">Integer</td><td style="width: 49.961%; text-align: left;">Set the number of hours to wait until sending a notification to say the Halo integrator hasn&#39;t run, the timer starts after the error occurs.</td></tr><tr><td style="width: 33.3333%;" id="warnif_incomplete_ts">Send notification email when my Timesheet is incomplete</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">Shows when incomplete timesheet notifications is enabled in Time Management. When enabled, the agent will get email and in-app notifications when their timesheet is below the &quot;Incomplete Timesheet Threshold (%)&quot; set.</td></tr><tr><td style="width: 33.3333%;" id="warnif_incomplete_ts_manager">Send notification email when Agents I manage have incomplete Timesheets</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">Shows when incomplete timesheet notifications is enabled in Time Management. When enabled, the agent will get email and in-app notifications when timesheets of those they manage are below the &quot;Incomplete Timesheet Threshold (%)&quot; set.</td></tr><tr><td style="width: 33.3333%;" id="incomplete_ts_threshold">Incomplete Timesheet Threshold (%)</td><td style="width: 16.7057%;">Integer</td><td style="width: 49.961%; text-align: left;">Shows when incomplete timesheet notifications is enabled in Time Management. Sets the percentage threshold for when timesheet notifications enabled above are sent.</td></tr><tr><td style="width: 33.3333%;" id="incomplete_ts_sendtime">Time to send incomplete Timesheet notification(s)</td><td style="width: 16.7057%;">Time</td><td style="width: 49.961%; text-align: left;">Shows when incomplete timesheet notifications is enabled in Time Management. Sets the time that timesheet notifications are sent our each day if considered incomplete by the percentage set.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Calendars and Appointments)</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: 16.7057%; 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: 49.961%; 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_calendar_view">Default View on the Calendar screen</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This dictates the default time frame shown when clicking into the calendar area, options are Day, Month, etc...</td></tr><tr><td style="width: 33.3333%;" id="apptsync">Create Appointments from Calendar Integrations</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This setting is for deciding whether or not to sync this agents appointments to Halo, from calendar integrations such as the <a href="https://usehalo.com/haloitsm/guides/1198" rel="noopener noreferrer" target="_blank">Microsoft exchange calendar</a>. Options are &#39;always&#39; or &#39;never&#39;</td></tr><tr><td style="width: 33.3333%;" id="excludefromresourcebooking">Exclude Agent from Resource Booking calendar</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">When checked, this agent will be excluded from agent resource booking: <a href="https://usehalo.com/haloitsm/guides/1946" rel="noopener noreferrer" target="_blank">Guide</a></td></tr><tr><td style="width: 33.3333%;" id="calendar_options_multi">Calendar Options</td><td style="width: 16.7057%;">Multi Select</td><td style="width: 49.961%; text-align: left;">Here you can set which calendar entry types show on this agents calendar by default.&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Templates and Canned Text)</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: 16.7057%; 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: 49.961%; 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="templates">Personal Templates</td><td style="width: 16.7057%;">Table</td><td style="width: 49.961%; text-align: left;">These templates are the agents own Templates. Only the agent can use them. When &#39;Add&#39; is clicked you will be prompted to create a new template. Templates are very useful for tickets, projects, sales, sales orders, etc...</td></tr><tr><td style="width: 33.3333%;" id="cannedtext">Personal Canned Texts</td><td style="width: 16.7057%;">Table</td><td style="width: 49.961%; text-align: left;">These canned texts are the agents own canned texts. Only the agent can use them. When &#39;Add&#39; is clicked you will be prompted to create a new text. canned texts are very useful for tickets as you can click into the canned text section on i.e an email user action and use it as a sort of template or quick reply to the customer.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Screen Layouts)</span></strong></p><table class="styled-table grid" style="width: 100%; height: 655px;"><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: 16.7057%; 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: 49.961%; 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="clientdetails_layout_id">Customer Details screen layout</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The option set here will be for the tabs shown and the ordering of them on the clients. To configure these, refer to the <strong>Guide:&nbsp;</strong><a href="https://usehalo.com/haloitsm/guides/1937" rel="noopener noreferrer" target="_blank"><strong>Ticket/ Client Areas</strong></a></td></tr><tr><td style="width: 33.3333%;" id="userdetails_layout_id">User Details screen layout</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view a user.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="prospectdetails_layout_id"><p data-pasted="true">Prospect details screen layout</p></td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view a prospect.&nbsp;</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="sitedetails_layout_id"><p data-pasted="true">Site Details screen layout</p></td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view a site.</td></tr><tr style="height: 92px;"><td style="width: 33.3333%;" id="supplierdetails_layout_id"><p data-pasted="true">Supplier Details screen layout</p></td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view an Agreement. On version prior to v2.238 this will apply to both supplier and organisation/customer agreements.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="contractdetails_layout_id"><p data-pasted="true">Agreement Details screen layout</p></td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;"><strong>(v2.238+)&nbsp;</strong>The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view a supplier agreement.</td></tr><tr><td style="width: 33.3333%;" id="suppliercontractdetails_layout_id"><p data-pasted="true">Supplier Agreement Details screen layout</p></td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The screen layout profile chosen here controls the tabs and system fields that show for this agent when they view a supplier.</td></tr><tr><td style="width: 33.3333%;" id="nav_layout_id">Navigation menu layout</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The option set here will be for the tabs shown and the ordering of them on the navigation menu sidebar on the left of the screen. To configure these, refer to the <strong>Guide:&nbsp;</strong><a href="https://usehalo.com/haloitsm/guides/1937" id="isPasted" rel="noopener noreferrer" target="_blank"><strong>Ticket/ Client Areas</strong></a></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Preferences (Approval Processes)</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: 16.7057%; 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: 49.961%; 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="delegation_activated">Approval delegation activated</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked, Agents can delegate their approvals to users<br><strong><em>NB:&nbsp;</em></strong><em>A user must be linked to the agent in order for this to work</em></td></tr><tr><td style="width: 33.3333%;" id="delegation_timebased">Only delegate during a time period</td><td style="width: 16.7057%;">Checkbox</td><td style="width: 49.961%; text-align: left;">When checked, you can set a start and end date and time for this delegation. If left off, then delegation will not have a set time frame.</td></tr><tr><td style="width: 33.3333%;" id="delegation_start">Start time</td><td style="width: 16.7057%;">Date and Time</td><td style="width: 49.961%; text-align: left;">Only delegate during a time period must be turned on for this setting to show. Start time for when delegation is allowed</td></tr><tr><td style="width: 33.3333%;" id="delegation_end">End time</td><td style="width: 16.7057%;">Date and Time</td><td style="width: 49.961%; text-align: left;">Only delegate during a time period must be turned on for this setting to show. End time for delegation.</td></tr><tr><td style="width: 33.3333%;" id="delegation_user_id">Delegate to</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The delegated user<br><em><strong>NB:&nbsp;</strong>A user must be linked to the agent in order for this to work</em></td></tr></tbody></table><p><span style="font-size: 14pt;"><strong>Departments &amp; Teams</strong></span></p><table class="styled-table grid" style="width: 100%; height: 862px;"><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: 15.4919%; 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: 51.2482%; 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="teams">Teams</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the teams &amp; membership level that the agent is a member of, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="departments">Departments</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the departments &amp; membership level the agent is a member of, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="Dd">Membership level to all Departments<br></td><td style="width: 15.4919%;">Single Select</td><td style="width: 51.2482%; text-align: left;">Here you can set a base level membership to all departments. If this field is set, the agent will have this level of membership to all departments, regardless of the departments they have been given access to in the table above. Used to quickly grant an agent a base level of membership to all departments. Higher levels of department membership can be granted in the departments table to give the agent more access to chosen departments.</td></tr><tr><td style="width: 33.3333%;" id="Ff">Asset Field Restrictions</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the available asset fields &amp; access level that the agent can access, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="unamecustomfields">Customer Custom Field Restrictions</td><td style="width: 15.4919%;">Table<br></td><td style="width: 51.2482%; text-align: left;">Lists the available Customer custom field &amp; access level that the agent can access, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="uname_sitecustomfields"><p data-pasted="true">Site Custom Field Restrictions</p></td><td style="width: 15.4919%;">Table<br></td><td style="width: 51.2482%; text-align: left;"><strong>(v2.244+)&nbsp;</strong>Lists the available Site custom fields &amp; access level that the agent can access, as well as which role it has been inherited from.<br></td></tr><tr style="height: 70px;"><td style="width: 33.3333%;" id="uname_usercustomfields">User Custom Field Restrictions<br></td><td style="width: 15.4919%;">Table<br></td><td style="width: 51.2482%; text-align: left;">Lists the available User custom fields &amp; access level that the agent can access, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="uname_suppliercustomfields"><p data-pasted="true">Supplier Custom Field Restrictions</p></td><td style="width: 15.4919%;">Table<br></td><td style="width: 51.2482%; text-align: left;"><strong>(v2.244+)</strong> Lists the available Supplier custom fields &amp; access level that the agent can access, as well as which role it has been inherited from.<br></td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="uname_agentcustomfields">Agent Custom Field Restrictions<br></td><td style="width: 15.4919%;">Table<br></td><td style="width: 51.2482%; text-align: left;">Lists the available Agent custom fields &amp; access level that an agent with this role can access.<br></td></tr><tr><td style="width: 33.3333%;" id="unameappointmenttypes">Appointment Type Restrictions</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the available appointment types &amp; access level that the agent can access, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="chargerates">Charge Rate Restrictions</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the available charge rates &amp; access level that the agent can access, as well as which role it has been inherited from.</td></tr><tr><td style="width: 33.3333%;" id="custombuttons">Custom Button Restrictions&nbsp;</td><td style="width: 15.4919%;">Table</td><td style="width: 51.2482%; text-align: left;">Lists the custom buttons that the agent can access, as well as which role it has been inherited from. Buttons not included in the list will be globally available.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Qualifications</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: 15.8028%; 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: 50.8639%; 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="qualification_id">Qualification</td><td style="width: 15.8028%;">Multiple Select</td><td style="width: 50.8639%; text-align: left;">Choose the qualification you would like to add from the list of qualifications available. For a guide on qualification matching, <strong>check out the last section of this&nbsp;</strong><strong>Guide:</strong><a href="https://usehalo.com/haloitsm/guides/2050" rel="noopener noreferrer" target="_blank"><strong>&nbsp;Ticket Distribution</strong></a></td></tr><tr><td style="width: 33.3333%;" id="date">Date</td><td style="width: 15.8028%;">Date</td><td style="width: 50.8639%; text-align: left;">The date the Agent received this Qualification.</td></tr><tr><td style="width: 33.3333%;" id="enddate">Expiry Date</td><td style="width: 15.8028%;">Date</td><td style="width: 50.8639%; text-align: left;">The date the Agent&#39;s Qualification will expire.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Permissions (If the permission set is higher than that of the role, it will override the role&#39;s permission if set)</span></strong></p><table class="styled-table grid" style="width: 100%; height: 8191px;"><colgroup><col style="width: 33.3002%;"></colgroup> <colgroup><col style="width: 16.3361%;"></colgroup> <colgroup><col style="width: 50.3637%;"></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: 159px;"><td id="SA">Is a Halo Service Desk Administrator</td><td>Single Select</td><td style="text-align: left;">When set to Yes, this permission will behave in two different ways. Should the setting in Advanced Settings be enabled for Administrators to have every permission at highest level, then this will grant such power. Should that not be enabled, &nbsp;then this permission will still grant access to the configuration page, but access can be further restricted, lets say, per module. The admin privileges granted by this permission can also be time restricted using our <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2546" id="isPasted" target="_blank" rel="noopener noreferrer">admin mode</a> functionality, requiring agents to switch to &#39;admin mode&#39; before they have admin privileges. &nbsp;</td></tr><tr style="height: 70px;"><td id="l0">Editing of own Preferences</td><td>Single Select</td><td style="text-align: left;">Provides the choice to whether the Agent can edit their own preferences, these include default views, appearances, etc.</td></tr><tr style="height: 47px;"><td id="ln">Editing of own Notifications</td><td>Single Select</td><td style="text-align: left;">Provides the choice to whether the Agent can choose as to which notifications they are subscribed to.</td></tr><tr style="height: 70px;"><td id="Tx">Tickets Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Tickets, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Ux">Customers Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Customers, this can be set to either none, read names only, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Fx">Users Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Users, this can be set to either none, read names only, read-only, read and create, or read and modify.<br></td></tr><tr style="height: 70px;"><td id="Ex">CRM Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding CRM, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Dx">Assets Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Customers, this can be set to either none, read-only, read and modify, or read, modify and delete.</td></tr><tr style="height: 70px;"><td id="Ax">Calendars and Appointments Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Calendars and Appointments, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Bx">Knowledge Base Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding the Knowledge Base, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Sx">Suppliers Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Suppliers, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Ix">Products Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Products, this can be set to either none, read-only, read and update stock, or read and modify.</td></tr><tr style="height: 70px;"><td id="Ox">Sales Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Sales, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Qx">Quotations Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Quotations, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Yx">Sales Orders Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Sales Orders, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Zx">Purchase Orders Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Purchase Orders, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Jx">Billing Details Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Billing Details, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id='Xx""'>Invoices Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding CRM, this can be set to either none, read-only, read and create, ready, create and modify, or read, create, modify and delete.</td></tr><tr style="height: 70px;"><td id="Rx">Reporting Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Reporting, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Cx">Customer Contracts Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Customer Contracts / Agreements, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Gx">Supplier Contracts Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Supplier Contracts, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Vx">Service Catalogue Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Services, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 70px;"><td id="Wx">Software Releases Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Software Releases, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 92px;"><td id="Hx">Timesheets Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Timesheets, this can be set to either none, read and modify (own), read and modify (managed) (this relates to a manager being able to change their staff&#39;s timesheets), read only, or read and modify (all).</td></tr><tr style="height: 70px;"><td id="Lx">Software Licencing Access Level</td><td>Single Select</td><td style="text-align: left;">The level of permissions that the Agent has regarding Software Licencing, this can be set to either none, read-only, or read and modify.</td></tr><tr style="height: 92px;"><td id="Kx">Distribution Lists Access Level</td><td>Single Select</td><td style="text-align: left;">None (No access to the area), Read and Send (Has access to the area and can send mass emails via a distribution list), Read and Modify (has the same as read and send, but can also create and modify distribution lists).</td></tr><tr style="height: 70px;"><td id="Mx">Documents Access Level</td><td>Single Select</td><td style="text-align: left;">No Access (No access to the area), Read (Has access to the area and can download/ read documents that are present), Read and Modify (has the same as read, but can also create and modify documents).</td></tr><tr style="height: 70px;"><td id="Nx">Mail Campaign Access Level</td><td>Single Select</td><td style="text-align: left;">Gives access to the Mail Campaign area if enabled. No access, read only or read and modify can be set.</td></tr><tr style="height: 47px;"><td id="l6">Can add new Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create new tickets themselves.</td></tr><tr style="height: 47px;"><td id="lf">Can edit closed Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to edit tickets that are already closed.</td></tr><tr style="height: 47px;"><td id="l9">Can view Unassigned Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to view tickets that are in the Unassigned queue.</td></tr><tr style="height: 70px;"><td id="l8">Can view tickets that are assigned to other Agents</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to see tickets that do not belong to them. This setting is not necessary to have on if you are using the additional agents functionality. Guide: <a href="https://usehalo.com/haloitsm/guides/1866" rel="noopener noreferrer" target="_blank"><strong>Additional Agents</strong></a></td></tr><tr style="height: 47px;"><td id="lc">Can change a Ticket&#39;s Ticket Type</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to be able to change a Ticket&#39;s Type.&nbsp;</td></tr><tr style="height: 47px;"><td id="l7">Can Re-assign Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to be able to assign ticket to other Agents</td></tr><tr style="height: 115px;"><td id="l1">Can Edit Advanced Ticket Details</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to edit details such as Ticket Type, Workflow, SLA, and modifying to-do lists on the Ticket Details section, without requiring an action. If &#39;Require Can Edit Advanced Ticket Details permission to bulk change Priority&#39; is enabled (under configuration &gt; Tickets &gt; General Settings) this permission will also allow agents to update the priority of ticket in bulk (when editing tickets in a list).&nbsp;</td></tr><tr style="height: 70px;"><td id="l5">Editing of Actions</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to use the Edit Action functionality, which allows the changing of details, notes, and times, among others.</td></tr><tr style="height: 249px;"><td id="B1">Can manually adjust billing time allocation per action</td><td>Single Select</td><td style="text-align: left;">The agent must have &quot;Editing of Actions&quot; set to &quot;Can edit all actions&quot;.<br>The options are Managed Only, Managed and Their Managed, All, or No. Managed refers to the other agents in Halo that this agent manages (The agents manager can be set from within the details tab of the agent). Managed and Their Managed is all agents that the agent manages and all managers of agents further down i.e. 3rd line manager is the manager of the second line manager, therefore can edit all billing time on actions for the 2nd line team and manager. Guide:&nbsp;<a href="https://usehalo.com/haloitsm/guides/2250" target="_blank" rel="noopener noreferrer"><strong>Configure which Agents can Adjust the billing time and recalculation of billing on tickets</strong></a><br><br><strong><em>Note: This will override and allow editing of actions, regardless of whether actions can be amended after timesheet submittal.</em></strong><em><br></em></td></tr><tr style="height: 115px;"><td id="B2">Can recalculate billing against Tickets</td><td>Single Select</td><td style="text-align: left;">The agent must have &quot;Editing of Actions&quot; set to &quot;Can edit all actions&quot;.<br>The options here are Yes or No, if this is set to No, the agent will not be able to recalculate billing for actions or tickets in Halo. Guide: <a href="https://usehalo.com/haloitsm/guides/2250" target="_blank" rel="noopener noreferrer"><strong>Configure which Agents can Adjust the billing time and recalculation of billing on tickets</strong></a></td></tr><tr style="height: 70px;"><td id="l4">Can Delete Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to delete tickets via the &#39;three-dots&#39; menu at the top right, or from the list view with the &#39;edit&#39; button at the top left. Deletion behaviour can be configured in Advanced Settings.</td></tr><tr style="height: 47px;"><td id="ld">Can assign to Agents in Teams the Agent is not a member of</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to assign tickets to Agents that do not belong to their own Team(s).</td></tr><tr style="height: 47px;"><td id='le""'>Can Edit Tickets Which Are Not Assigned To Them</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to edit tickets other than their own.</td></tr><tr style="height: 47px;"><td id="lj">Can override maximum priority escalation at ticket type level</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to escalate the ticket further than the default limit set per ticket type.</td></tr><tr style="height: 92px;"><td id="lh">Can Override Ticket Review Processing</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to bypass the Ticket Review process. Billable actions will still be reviewed, but automatically if the agent doing the action on the ticket has this setting enabled, admins will have this on by default.</td></tr><tr style="height: 47px;"><td>Can use the Treat as Spam button<br></td><td>Single Select</td><td style="text-align: left;">Allows the Agent to mark tickets as spam.</td></tr><tr style="height: 70px;"><td id="Ov">Can edit action visibility for users<br></td><td>Single Select</td><td style="text-align: left;">Allows the Agent to change the visibility of actions, to change whether an action is/is not visible to an end user.&nbsp;</td></tr><tr style="height: 70px;"><td id="lm">Can export tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to use the &#39;Export to CSV&#39; button on ticket views to export multiple tickets along with the details in the selected column profile as a CSV file for external use.</td></tr><tr style="height: 70px;"><td id="lo">Can always update Ticket Statuses and re-assign Tickets outside of actions.</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to directly change Ticket Statuses and the assigned Agent without having to perform an action to do so.&nbsp;</td></tr><tr style="height: 115px;"><td>Re-assigning outside of an Action</td><td>Single Select</td><td style="text-align: left;">This setting will be visible if the same setting option within Config&gt;Tickets&gt;General is set to &quot;Use Agent level permission&quot; this option becomes available, the configurable selections are: Never, Always, and Allowed when not on a Workflow (Theis refers to when the ticket has no workflow set i.e. setting the workflow to &quot;Not Set&quot; on the ticket).</td></tr><tr style="height: 70px;"><td id="Td">Can remove To-Do items</td><td>Single Select</td><td style="text-align: left;">Options are yes or no, and the default is &quot;Not set&quot;. When set to yes, agents can remove to-do list items on the to-do lists attached to tickets.</td></tr><tr style="height: 70px;"><td id="Fa">Allow use of all Asset Types</td><td>Single Select / Table</td><td style="text-align: left;">When disabled, this presents a table where a whitelist can be created of Asset Types that the Agent can use.</td></tr><tr style="height: 330px;"><td id="Ft">Allow use of all Ticket Types</td><td>Single Select / Table</td><td style="text-align: left;">When disabled, this presents a table where a whitelist can be created of ticket types that the Agent can use.<br><br>You can also restrict whether the agent can do the following within that ticket type:<br><br><ul><li>Create</li><li>View</li><li>Edit</li><li>View Action History</li><li>Upload Attachments</li><li>View Attachments</li><li>Download Attachments</li><li>Edit Attachments.</li></ul></td></tr><tr style="height: 70px;"><td id="Ff">Allow use of all Asset Fields</td><td>Single Select / Table</td><td style="text-align: left;">When disabled, this presents a table where a whitelist can be created of Asset Fields that the Agent can use.</td></tr><tr style="height: 70px;"><td id="unamecustomfields">Customer Custom Field Restrictions</td><td>Table</td><td style="text-align: left;">A list of Customer Custom Fields that the Agent is not allowed to use. Name, Access Level, and Permissions are detailed.</td></tr><tr style="height: 70px;"><td id="uname_usercustomfields">User Custom Field Restrictions</td><td>Table</td><td style="text-align: left;">A list of User Custom Fields that the Agent is not allowed to use. Name, Access Level, Permissions and where these were inherited from are detailed.</td></tr><tr style="height: 70px;"><td id="unameappointmenttypes">Appointment Type Restrictions</td><td>Table</td><td style="text-align: left;">A list of Appointment Types that the the Agent is not allowed to use. Name and Access Level are detailed.</td></tr><tr style="height: 47px;"><td id="chargerates">Charge Rate Restrictions</td><td>Table</td><td style="text-align: left;">A list of Charge Rates that the Agent is not allowed to use. Only the name is detailed.</td></tr><tr style="height: 70px;"><td id="custombuttons">Custom Button Restrictions&nbsp;</td><td>Table</td><td style="text-align: left;">Lists the custom buttons agents with this role have access to. Buttons not included in the list will be globally available</td></tr><tr style="height: 47px;"><td id="lb">Editing of Appointments</td><td>Single Select</td><td style="text-align: left;">Dictates which appointments the Agent can modify. Can be set to none, their own, or all.</td></tr><tr style="height: 47px;"><td id="lg">Adding New Appointments</td><td>Single Select</td><td style="text-align: left;">Dictates who the Agent can create appointments for. Can be set to none, their own, or all.</td></tr><tr style="height: 70px;"><td id="lz">Visibility of Appointments</td><td>Single Select</td><td style="text-align: left;">Dictates who&#39;s appointments the Agent can see, whether that be their own, their teams, their departments, or all.</td></tr><tr style="height: 47px;"><td id="lr">Deleting of Appointments</td><td>Single Select</td><td style="text-align: left;">Dictates who&#39;s apppintments the Agent can delete. Can be set to none, their own or all.</td></tr><tr style="height: 70px;"><td id="l3">My Approvals Page Access</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to see and access the My Approvals Page, where they can partake in approvals they are associated with.</td></tr><tr style="height: 47px;"><td id="l2">Can Override Approval Results</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to change the result of an Approval Process once it has already been decided.</td></tr><tr style="height: 47px;"><td id="li">Can View Item Costs</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to view the costs of individual items.</td></tr><tr style="height: 47px;"><td id="pi">Can View Item Prices</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to view the prices of individual items.</td></tr><tr style="height: 92px;"><td id="si">Can View Product SKU</td><td>Single Select</td><td style="text-align: left;">You can view Item SKU field on items, sales orders and quotes, when this is set to No, no SKU can be viewed. Read only will allow it to be seen and read and modify means the agent can change the Product SKU.</td></tr><tr style="height: 70px;"><td id="A1">Can View Agent Costs</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to view the details surrounding labour info. This includes Default Charge Rate and Lunch Break Duration.</td></tr><tr style="height: 92px;"><td id="At">Allow creation of new Ticket Types and linked objects</td><td>Single Select</td><td style="text-align: left;">Allows the Agent access to the Config in order to modify various Ticket related settings, such as Workflows, Actions, and Approval Processes. Refined access to certain entities can be set with Access Control.</td></tr><tr style="height: 70px;"><td id="As">Allow creation of new Scheduled Tickets</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create Scheduled Tickets to be created in the future according to pre-set conditions.</td></tr><tr style="height: 130px;"><td id="lt">Allow creation and update of new global templates</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create Global Templates, for tickets etc. which can be used by all other Agents throughout the system.&nbsp;<p><br></p><p id="isPasted">With &#39;create and update&#39; the agent will be able to see and edit all templates. With &#39;create&#39; it will let agents create new ones and see templates they have access control configured for.</p></td></tr><tr style="height: 70px;"><td id="lx">Can Create Canned Text</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create their own Canned Text pre-sets, which they can then assign assign control to other agents as well. If disabled, agents can still make their own personal canned texts.</td></tr><tr style="height: 70px;"><td id="ly">Can Create Dashboards</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create Dashboards using information from Reports in the reporting suite, alongside creating them via external sources.</td></tr><tr style="height: 92px;"><td id="Ad">Can Create SQL Data Sources</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create custom SQL Data Sources to then be used in report-building to simplify the process for Agents less advanced in SQL. This permission will also determine if the agent can access the online repository of reports.</td></tr><tr style="height: 115px;"><td id="Ds">Can Use Data Sources<br></td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create reports using pre-set data source and the query builder. When set to &#39;Query Builder Only&#39; any report the agent makes with the query builder will restrict results in line with their agent permissions. When set to &#39;Query Builder and Data Sources&#39; any report the agent will not be restricted in line with their agent permissions. See <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2270/" id="isPasted" target="_blank" rel="noopener noreferrer">Restricting Agent Reporting Access</a> for more info.&nbsp;</td></tr><tr style="height: 70px;"><td id="ls">Can Create Custom Fields</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create custom fields, these will be available for all entities that the agent has access to.</td></tr><tr style="height: 70px;"><td id="Af">Can Create Field Groups</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create Field Groups which can be used to group fields into to apply these all at once with the set configuration to save time when creating / editing ticket types, actions, etc.</td></tr><tr style="height: 70px;"><td id="Mg">Can Create Message Groups</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create new Message Groups which can be used to dictate which templates are available for which customers.</td></tr><tr style="height: 70px;"><td id="Ar">Can Create Ticket Rules</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create new Ticket Rules which can be used to automatically process tickets when they match a certain criteria.</td></tr><tr style="height: 70px;"><td id="Av">Can Create Roles</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create Roles, which contain combinations of permissions to then be applied to Agents or Teams and save time.</td></tr><tr style="height: 70px;"><td id="Az">Can Create SLAs</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to create SLAs, which can be used to track and hold to certain industry standards and maintain customer satisfaction.</td></tr><tr style="height: 92px;"><td id="Aa">Can Create Assets</td><td>Single Select</td><td style="text-align: left;">This will not show in PSA instances, the option to create assets, create assets and asset types(Asset types are created from within configuration &gt; asset management &gt; asset types) or groups, types, and assets (groups are also found in configuration).</td></tr><tr style="height: 70px;"><td id="Al">Can Create Languages</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to edit / add options to the Language Pack section of the configuration. This can be used to re-phrase certain menu buttons, or to translate the entire UI to a different language.</td></tr><tr style="height: 70px;"><td id="Aq">Can Create Product bundles</td><td>Single Select</td><td style="text-align: left;">When set to yes this agent will be able to create new product bundles (within configuration). Whether they can edit existing product bundles will be determined by the access control against each bundle.</td></tr><tr style="height: 70px;"><td id="Al">Can Create Chat Profiles</td><td>Single Select</td><td style="text-align: left;">Chat profiles are created within configuration &gt; Chat, if agents have been given this permission they will have access to the chat profiles area of the chat configuration.</td></tr><tr style="height: 115px;"><td id="Fl">Can Create FAQ Lists</td><td>Single Select</td><td style="text-align: left;">The FAQ lists are how articles are categorised, the lists are made in Configuration &gt; Knowledge Base. When this setting is enabled, agents will be able to create FAQ lists and then edit the FAQ lists they have created (they can&#39;t edit any created by other agents this is an admin permission), but will not have access to the other knowledge base configuration options.</td></tr><tr style="height: 92px;"><td id="Dl">Can Create Lookups</td><td>Single Select</td><td style="text-align: left;">When set to yes this agent will be able to see the &#39;Lookups&#39; module in &#39;My Config&#39;, here they will be able to create database lookups. Whether they can edit existing lookups will be determined by the access control on each lookup.&nbsp;</td></tr><tr style="height: 92px;"><td id="un">Can Create Notifications<br></td><td>Single Select</td><td style="text-align: left;">When set to yes this agent will be able to see the &#39;Notifications&#39; module in &#39;My Config&#39;, here they will be able to create new notifications. Whether they can edit existing notifications will be determined by the access control on each notification.&nbsp;</td></tr><tr style="height: 92px;"><td id="pt">Can Create PDF Templates</td><td>Single Select</td><td style="text-align: left;">When set to yes this agent will be able to see the &#39;PDF templates&#39; module in &#39;My Config&#39;, here they will be able to create new PDF templates for all entities. Whether they can edit existing templates will be determines by the access control on each template.&nbsp;</td></tr><tr style="height: 70px;"><td id="Cc">Can Configure Column Profile Access Control</td><td>Single Select</td><td style="text-align: left;">When set to &quot;Yes&quot;, agents can set the column profile access control even if not an admin. This setting is required to copy access control when using &quot;Save as new&quot; on a Column Profile.&nbsp;</td></tr><tr style="height: 70px;"><td id="Cl">Can Configure List Access Control</td><td>Single Select</td><td style="text-align: left;">When set to &quot;Yes&quot;, agents can set the list access control even if not an admin. This setting is required to copy access control when using &quot;Save as new&quot; on a Column Profile.&nbsp;</td></tr><tr style="height: 70px;"><td id="Fp">Can Configure Filter Profile Access Control</td><td>Single Select</td><td style="text-align: left;">When set to &quot;Yes&quot;, agents can set the filter profile access control even if not an admin. This setting is required to copy access control when using &quot;Save as new&quot; on a Filter Profile. &nbsp; &nbsp;&nbsp;</td></tr><tr style="height: 70px;"><td id="Pe">Can push configuration changes to other instances</td><td>Single Select&nbsp;</td><td style="text-align: left;">When set to &quot;Yes&quot;, agents can push configuration changes between instances (i.e. UAT to Prod). Administrators are set to &quot;Yes&quot; by default.</td></tr><tr style="height: 70px;"><td><p id="sp">Can Create Software Products</p></td><td>Single Select&nbsp;</td><td style="text-align: left;">When set to &#39;Yes&#39; agents will be able to create new software products. Whether the agent can edit existing products will be determined by the access control against each product.</td></tr><tr style="height: 137px;"><td id="Dw">Can Override Device Change Who<br></td><td>Single Select <span style="white-space:pre;" data-pasted="true">&nbsp; &nbsp;&nbsp;</span><br></td><td style="text-align: left;">When set to &#39;Yes&#39; agents can override the device change &#39;Who&#39; field when updating assets via the API. If an agent does not have this permission they can still update assets via the API but they will not be able to override the &#39;Who&#39; field using the changetrackingwho parameter. They will be recorded as the agent who completed the change. This only applies when making changes via the API this will not affect the agents permissions when using the Halo agent app.<br></td></tr><tr style="height: 70px;"><td id="la">Password Fields</td><td>Single Select</td><td style="text-align: left;">Enables the &#39;Eye&#39; button next to password fields for the Agent so that they can encrypt/decrypt passwords against assets, for example.&nbsp;</td></tr><tr style="height: 70px;"><td id="lk">Can change whether Suppliers / Customers / Sites / Users are active or inactive</td><td>Single Select</td><td style="width: 44.9902%; text-align: left;">Allows the Agent to change these entities&#39;&#39; active status, which will remove / add them to lists all over the system, including billing processes. From v2.244+ this setting has been split into the 4 options below.<br></td></tr><tr style="height: 70px;"><td style="width: 33.3333%;" id="if"><p data-pasted="true">Can change whether Suppliers are active or inactive</p></td><td style="width: 21.6765%;">Checkbox<br></td><td style="width: 44.9902%; text-align: left;"><strong>(v2.244+)&nbsp;</strong>Allows the Agent to change Suppliers active status, which will remove / add them to lists all over the system, including billing processes.</td></tr><tr style="height: 70px;"><td style="width: 33.3333%;" id="ig"><p data-pasted="true">Can change whether Customers are active or inactive</p></td><td style="width: 21.6765%;">Checkbox<br></td><td style="width: 44.9902%; text-align: left;"><strong>(v2.244+)&nbsp;</strong>Allows the Agent to change Customers active status, which will remove / add them to lists all over the system, including billing processes.<br></td></tr><tr style="height: 70px;"><td style="width: 33.3333%;" id="ih">Can change whether Sites are active or inactive<p><br></p></td><td style="width: 21.6765%;">Checkbox<br></td><td style="width: 44.9902%; text-align: left;"><strong>(v2.244+)&nbsp;</strong>Allows the Agent to change Sites active status, which will remove / add them to lists all over the system, including billing processes.<br></td></tr><tr style="height: 72px;"><td style="width: 33.3333%;" id="ij"><p data-pasted="true">Can change whether Users are active or inactive</p></td><td style="width: 21.6765%;">Checkbox<br></td><td style="width: 44.9902%; text-align: left;"><strong>(v2.244+)</strong> Allows the Agent to change Users active status, which will remove / add them to lists all over the system, including billing processes.<br></td></tr><tr style="height: 92px;"><td id="Ru">Can Publish Reports</td><td>Single Select</td><td style="text-align: left;">Allows the Agent to &#39;Publish&#39; reports via the reporting suite. Publishing a report makes the report and all of it&#39;s data visible to anyone with access to the publication. This can be restricted to either not at all, End-Users only, or anyone.</td></tr><tr style="height: 70px;"><td id="Wa">Can set Web Announcements</td><td>Single Select</td><td style="text-align: left;">Allows the agent to use the &quot;Set Web Announcement&quot; system action to set a web announcement globally on the Self-Service Portal.</td></tr><tr style="height: 92px;"><td id="lu">Can impersonate Users<br></td><td>Single Select</td><td style="text-align: left;">Allows the agent to impersonate user profiles. Impersonating user profiles allows the agent to use the &#39;Impersonate User&#39; button against User profiles. This will log the agent into the portal using the user&#39;s account. Administrator agents will have this ability regardless of this permission.</td></tr><tr style="height: 182px;"><td is="Ea">Can edit Agents details<br></td><td>Single Select</td><td style="text-align: left;"><strong>(v2.244+)&nbsp;</strong>Allows the agent to edit (most of) the &#39;agent details&#39; of other agents. Agents with this permission will not be able to edit other agents&#39; permissions directly, but they they will be able to change the roles an agent has and configure client restrictions. They will only be able to assign/remove roles that they have access to via access control. This permission also does not allow the agent to change email addresses, email aliases, email addresses, passwords, integration details and whether the account is active. To edit agent details on versions prior to v2.244, and to edit any of the caveats listed here, agents will need the administrator permission. If a<a href="https://www.usehalo.com/guides/2333" target="_blank" rel="noopener noreferrer">&nbsp;co-managed agent</a> is given this permission, they will only be able to edit the details of the agents they have access to.&nbsp;<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Site Restrictions</span></strong></p><p>If &#39;Asset Permission Type&#39; (set in Configuration &gt; Asset Management &gt; General Settings) is set to one of the options referring to &#39;Use access control&#39; then there will be site restrictions that can be configured on the permissions tab of roles and agents. These restrictions do not allow access to the Sites, but can be used to imply access to the following entities to sites: Assets. For entities that use access control, access can be granted using either the access control or linked Sites. If both are used, the highest level of access will be used.</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: 16.7057%; 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: 49.961%; 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="site_id">Name</td><td style="width: 16.7057%;">Multi Select</td><td style="width: 49.961%; text-align: left;">The name of the site that is&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="level">Access Level</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">The level of access implied to give for things such as assets, for this site.</td></tr><tr><td style="width: 33.3333%;" id="">Inherited from Role</td><td style="width: 16.7057%;">Multi Select</td><td style="width: 49.961%; text-align: left;">If this access level was inherited from a role, the role inherited from will be displayed here.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Client Restrictions</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: 16.7057%; 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: 49.961%; 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="Oo">Co-managed IT</td><td style="width: 16.7057%;">Single Select</td><td style="width: 49.961%; text-align: left;">This is used for Co-Managed IT situations, where an agent may belong to a lower level company, and shouldn&#39;t be able to view the parent company&#39;s prices, costs, etc., so can be limited to their own company&#39;s details. That company would be what is chosen here.<br><br><strong><em>Note: If enabled, the agent will be excluded from &quot;All Agents&quot; access control, and will need to be added separately.</em></strong></td></tr><tr><td style="width: 33.3333%;" id="Fc">Allow use of all Customers</td><td style="width: 16.7057%;">Single Select / Table</td><td style="width: 49.961%; text-align: left;">When disabled, this presents a table where a whitelist can be created of Customers that the Agent can use.&nbsp;</td></tr></tbody></table></div><p><strong><span style="font-size: 14pt;">Access Control</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: 16.7057%; 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: 49.961%; 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="reassignaccesscontrol">Re-assign Agent access control</td><td style="width: 16.7057%;">Button</td><td style="width: 49.961%; text-align: left;">This can be used to assign the access control that is specific to that agent to another agent or a role. It will only transfer the access that is assigned to the agent, not role/team/all agents access.</td></tr></tbody></table></div></div>

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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><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><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><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><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><span class="fr-video fr-fvc fr-dvb fr-draggable fr-active haloitsmvideo" contenteditable="false" draggable="true" style="display:none;"><iframe width="640" height="360" src="https://www.youtube.com/embed/qj9TIR0Wa60?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><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: 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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>&nbsp;</span></p><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- Spreadsheet templates for imports</strong></p><p><strong>- How to complete an import</strong></p><p><strong>- Importing Data to Specific Fields</strong></p><p><strong>- Limiting Rows&nbsp;</strong></p><p><strong>- Troubleshooting Problems and Errors</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://www.usehalo.com/guides/2850" target="_blank" rel="noopener noreferrer"><strong>Client, Sites &amp; Users Import - CSV/XLS/Spreadsheet Method&nbsp;</strong></a></li><li style="font-weight: bold;"><a href="https://www.usehalo.com/guides/1281" target="_blank" rel="noopener noreferrer"><strong>Asset Type &amp; Asset Import - CSV/XLS/Spreadsheet Method</strong></a></li><li style="font-weight: bold;"><a href="https://www.usehalo.com/guides/2854" target="_blank" rel="noopener noreferrer"><strong>Ticket/Action Import - CSV/XLS/Spreadsheet Method</strong></a></li><li style="font-weight: bold;"><a href="https://www.usehalo.com/guides/2863" target="_blank" rel="noopener noreferrer"><strong>Supplier Import - CSV/XLS/Spreadsheet Method</strong></a></li><li style="font-weight: bold;"><a href="https://www.usehalo.com/guides/2865" target="_blank" rel="noopener noreferrer"><strong>Services Import - CSV/XLS/Spreadsheet Method</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Spreadsheet templates for imports</span></strong></p><p>Importing data via a spreadsheet allows you to create entities in your Halo instance by entering the details on a spreadsheet, then importing this spreadsheet into your instance. Imports can also be used to update the data against existing entities.&nbsp;</p><p><br></p><p>Before completing any imports, you should download the template spreadsheet to gauge the information needed.&nbsp;</p><p><br></p><p>You can download our example import spreadsheets from <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://haloservicedesk.com/importspreadsheets">https://haloservicedesk.com/importspreadsheets</a>.</p><p><br></p><p data-pasted="true">This will download a folder called &quot;importspreadsheetsweb&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0YWI1MGE1LTQzYWMtNGI5MS05MDY4LTlmNGFlNWUxMjZjYiJ9.JfAR8Il0VBVTXNsQFgyJRHnClj-kUQLzV5Uz2JFHUgA" class="fr-fic fr-fil fr-dib" width="1011" style="width: 1013px; height: 260.667px;" height="261"></p><p><span style="font-size: 10pt;"><strong>Fig 1. Import Spreadsheets folder</strong></span></p><p><br></p><p>Opening this folder will show the sub-folder &quot;ExampleSpreadsheets&quot; which when opened will show all available XLS templates.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhY2VlNGJhLTJmNWMtNDgxOC1iZTE5LWIwYzA2YmU4ZjFhNCJ9.trqmPFql4HxIBP-mKBfgRIMV0K7AViAYvB_B5OjDazc" class="fr-fic fr-fil fr-dib" width="1010" style="width: 1012px; height: 226.476px;" height="226"></p><p><span style="font-size: 10pt;"><strong>Fig 2. Example Spreadsheets</strong></span></p><p><br></p><p>Once you open the relevant XLS file you will see the instructions for importing to the chosen area of halo on a separate tab of the spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyY2E2NWJiLTY0NzYtNDYxZi1hMTgzLWE3MmJkNjYxZWYzZCJ9.zvh-h-ds99pRhpku8C82nPp1bTYkLTffI9bVjcPrLds" class="fr-fic fr-dii" width="963" height="102"></p><p><strong><span style="font-size: 10pt;">Fig 3. Instructions for importing on spreadsheet</span></strong></p><p><br></p><p>Switch to the &quot;Import Data&quot; Sheet/tab to add the data to import.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkMTJiYmUwLTUwOWItNGNlOC04OThjLTY3YmFiNzU4MmNmMyJ9.nx4NCEojl42jfQDgZFQiE1Wekv3fm325ZbaJ_SqiobU" class="fr-fic fr-fil fr-dib" width="969" style="width: 971px; height: 162.919px;" height="163"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Import Data sheet</strong></span></p><p><br></p><p>Generally, always leave the headings in blue as they are. If you don&#39;t have this information, just leave the column name the same and the rows blank, rather than removing the column.</p><p><br></p><p>You can also add Custom Fields by field name at the end of the spreadsheet and these will be imported too - it&#39;s important that the Custom Field has been created beforehand. The column header will be the name of your Custom Field with the prefix &quot;CF&quot; i.e cfname.&nbsp;</p><p><br></p><p>An example entry from a ticket import spreadsheet is shown below, where you can see the default columns filled in appropriately.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ZDI0ZjUxLWNjZTEtNDMzNS1iMTM4LTE3YzdhYTNiMzBlYSJ9.CjEmrG3cAEIIKSbDXx_oXa0AdQOXO6hQPxjBV_SGJGw" class="fr-fic fr-dii" width="1714" height="84"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Example entry for ticket import spreadsheet</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How to complete an import</span></strong></p><p>To import your chosen entity you will need to head to the relevant area of Configuration.&nbsp;</p><p><br></p><ul><li><strong>Actions:&nbsp;</strong>Configuration &gt; Tickets &gt; General Settings &gt; *scroll to nearly the bottom* &gt; Import Actions</li><li><strong>Assets:</strong> Configuration &gt; Asset Management &gt; General Settings &gt; &nbsp;*scroll to the bottom* &gt; Import Assets</li><li><strong>Asset Types:&nbsp;</strong>Configuration &gt; Asset Management &gt; General Settings &gt; *scroll to the bottom* &gt; Import Asset Types</li><li><strong>Clients and Sites:&nbsp;</strong>Configuration &gt; Users &gt; General Settings &gt; *scroll to the bottom* &gt; Import Clients &amp; Sites</li><li><strong>Client Contracts:&nbsp;</strong>Configuration &gt; Contracts &gt; *scroll to the bottom* &gt; Import Client Contracts</li><li><strong>Items:&nbsp;</strong>Configuration &gt; Items and Stock Control &gt; Import Items<ul><li>The default for billing period for recurring items can be imported using the column header &quot;item_default_billing_period_string&quot;.</li></ul></li><li><strong>Stock:&nbsp;</strong>Configuration &gt; Items and Stock Control &gt; Import Stock</li><li><strong>Knowledge Base Articles:&nbsp;</strong>Configuration &gt; Knowledge Base &gt; *scroll to the bottom* &gt; Import Articles</li><li><strong>Appointments:&nbsp;</strong>Configuration &gt; Calendars and Appointments &gt; General Settings &gt; *Scroll to the bottom*</li><li><strong>Supplier Contracts:&nbsp;</strong>Configuration &gt; Contracts &gt; *scroll to the bottom* &gt; Import Supplier Contracts</li><li><strong>Suppliers:</strong> Configuration &gt; Suppliers &gt; Import Suppliers</li><li><strong>Tickets:&nbsp;</strong>Configuration &gt; Tickets &gt; General Settings &gt; *scroll to nearly the bottom* &gt; Import Tickets</li><li><strong>Services:&nbsp;</strong>Configuration &gt; Services &gt; *scroll to the bottom* &gt; Import Services</li><li><strong>Holidays:&nbsp;</strong>Configuration &gt; Service Level Agreements &gt; Workdays &gt; &quot;Holiday Tab&quot; &gt; Import Holidays <strong>Or&nbsp;</strong>Configuration &gt; Teams &amp; Agents &gt; Workdays &quot;Holiday Tab&quot; &gt; Import Holidays</li><li><strong>Users:&nbsp;</strong>Configuration &gt; Users &gt; General Settings &gt; *scroll to the bottom* &gt; Import Users</li><li><strong>Addresses</strong><strong>:</strong> Configuration &gt; Users &gt; General Settings &gt; *scroll to the bottom* &gt; Import Addresses</li></ul><p><br></p><p><strong><em>Note: All imports other than Tickets, Actions, Client &amp; Supplier Contracts and Knowledge Base Articles can also be used to update existing information - you just need to set a unique identifier in the Import set-up to ensure the existing records are matched.&nbsp;</em></strong></p><p><br></p><p>When you click the Import button you will have the option to choose a file to import. If your File Explorer does not open automatically, click &quot;Choose File&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyZjQ0NmJmLTdhMjItNGM1OC04ZmUzLWFlNDJlYzY4OTRkOSJ9.mxB6n5-yQnqJWFH4re5ZdzR7dIErLpYSqtAH_kc-jQw" class="fr-fic fr-fil fr-dib" width="1244" style="width: 1246px; height: 355.81px;" height="356"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Choosing your spreadsheet &nbsp;</span></strong></p><p><br></p><p>Once you select your spreadsheet it will show on this screen.</p><p><br></p><p data-pasted="true">You have the option to select/deselect which rows you&#39;d like to import using the checkboxes on the left. Clicking on the first checkbox beside the &quot;Result&quot; column, will select all of the rows to be imported, and unselecting it will unselect all rows that are to be imported. &nbsp;Once happy, you can click &quot;Start&quot; in the top-right corner.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyMTE4M2FkLTMzMzYtNDc3OS1iZjY4LTM5NzQ4YmU5YzM4ZSJ9.x-atpUAc0ZQ65toyuBJRtEF2RELTHhr2eSFAvTXYXz0" class="fr-fic fr-fil fr-dib" width="1243" style="width: 1245px; height: 307.432px;" height="307"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Importing rows</span></strong></p><p><br></p><p>The &#39;Result&#39; column will then update with whether the import of each item has been successful or has failed. If you encounter any failures and are unsure why, press &quot;Fn + F12&quot; on your keyboard to see the message in the &#39;Console&#39; tab of the development tools on your browser, if you have further troubles, please contact Halo support.</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Data to Specific Fields</span></strong></p><p><span style="font-size: 11pt;">Halo has the ability to show the field names given to all areas of the application (Navigation Areas and Configuration Modules). To achieve this you can append any URL in Halo with &quot;&amp;showfieldnames=true&quot;. Some of the fields may not work for pulling through data, you can check the console for errors if the data is not importing, the error logs in the API are explained near the end of this guide.</span></p><p><br></p><p><span style="font-size: 11pt;">The field name will be shown in braces (curly brackets) above each field. To import to this field, extract this value and insert it as a new column header in your spreadsheet.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MmI5ZjY5LWIxYzEtNGI5NC05YTY1LTgyODRkZGIzNDZjYSJ9.Mc0S4kpOLfz7KKE_nKZlMnK1iECu1ufuck5uEyVauHE" class="fr-fic fr-fil fr-dib" width="1318" style="width: 1320px; height: 487.946px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 8. Append URL with showfieldnames=true</span></strong></p><p><br></p><p>To import data to custom fields on Halo, the column name will be that of the custom field, meaning that if you have a custom field for example of the location of an office, and it appears as CFLocation on the custom field list, you would also give the column on the import the same name. You may notice that the custom fields will be displaying differently when using the showfieldnames URI parameter, this is because the unique id is stored and not the custom field name, when importing custom fields, use the name i.e. CFagentonsite</p><p><br></p><p><span style="font-size: 14pt;"><strong>Limiting Rows</strong></span></p><p data-pasted="true">The &quot;Maximum number of XLS rows&quot; number of rows to import can be determined in Configuration &gt; Advanced Settings. This will be set to &quot;0&quot; by default, which sets no limit.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMWRiMjczLWMxMGUtNGQ3Ni04OGQ2LWZjMGIxMWJlYzI5MiJ9.Kkx4r7ZgArv8paCKPu1nFBmXXrUH5Gi8EKwi0kXm-AE" class="fr-fic fr-fil fr-dib" width="498" height="217"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 9. Limiting row numbers</strong></span></p><p><br></p><p>The value set here will be the total number of rows available to import at one time. For example, setting this to 1 will only import 1 row. When trying to import more than that, only the allowed amount will be imported as below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1NGU1NWRkLWU0NzgtNDI1Ni04NTBhLTc4ZmM2YmQ1ZWQ1MCJ9.8CmtWb87vKWkJ6pzmWXSqeKA7mRl3MKlF8ll319sGRo" class="fr-fic fr-fil fr-dib" width="1076" style="width: 1078px; height: 160.288px;" height="160"></p><p><span style="font-size: 10pt;"><strong>Fig 10. Importing only one row out of two</strong></span></p><p><br></p><p><span style="font-size: 14pt;" data-pasted="true"><strong>Troubleshooting Problems and Errors</strong></span></p><p><strong><span style="font-size: 12pt;">Dates not importing correctly</span></strong></p><p>Often when dates of imported into fields they will not be correctly formatted resulting in the incorrect date showing in Halo. When you enter a date into your spreadsheet ensure it is formatted as &quot;yyyy-MM-dd&quot;. When imported the system will identify your instance&#39;s date formatting and apply to the date imported.</p><p><br></p><p><strong><span style="font-size: 12pt;">Duplicate Records </span></strong><span style="font-size: 12pt;"><br></span></p><p>If you can see duplicate records after running an import this is likely due to the Unique Identifier not being matched. When importing any entity which has a Unique Identifier, this must be included in the spreadsheet in order for existing records to be matched. Furthermore the value provided for the Unique Identifier must be a perfect match. For example if my Unique Identified for Clients is &quot;Name&quot;, and I have an existing Client in my instance called &quot;Batley Refreshments&quot;, importing using the Client name &quot;Batley Refreshments LTD&quot; will result in a new record being created.&nbsp;</p><p>Duplicate records can also be created by Integrations when the Unique Identifier used by the Integration cannot match on an existing record.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Records not being created</strong></span></p><p>If the import fails to successfully import the entity it is likely due to a missing mandatory field.<span style="font-size: 12pt;"><strong>&nbsp;</strong></span>For example, when I try to import a Client without having provided the Client name the error message &quot;Failed - Name must be completed&quot; shows.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkZTkxOTY2LTg1OTEtNGUwYy04MWZmLWM0NmZjN2M5YjZmMSJ9.lMSA1IZCMCUL3LSmEQv69GX_wjaujb4GIDSf1l2EUS4" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 152.995px;" height="153"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 11. Failed - Name must be completed</strong></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 id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Asset Management &gt; Asset Statuses</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong id="isPasted">Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2428/" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Asset Management</strong><br></a></li></ul>

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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"; 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><u><strong>Asset Statuses Creation Variables</strong></u></p><table class="styled-table grid" style="width: 100%; height: 239px;"><tbody><tr style="height: 51px;"><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: 15.953%; 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: 50.6651%; 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 style="width: 33.3333%;" id="name">Name</td><td style="width: 15.953%;">Free Text</td><td style="width: 50.6651%; text-align: left;">The name of the status</td></tr><tr style="height: 92px;"><td style="width: 33.3333%;" id="value2_bool">Automatically make the Asset inactive when this status is chosen<br></td><td style="width: 15.953%;">Checkbox</td><td style="width: 50.6651%; text-align: left;">Decide whether or not to make the asset inactive as soon as this status is chosen. This is useful for statuses assets have when they are no longer in use, such as &quot;Broken&quot; or &quot;Decommissioned&quot; as agents do not need to manually make the asset inactive when setting the status, they only need to set the status. Inactive assets are hidden from list views by default.&nbsp;</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="value3_bool">Prevent Assets from having this Status if they have any parent or child Assets<br></td><td style="width: 15.953%;">Checkbox</td><td style="width: 50.6651%; text-align: left;"><strong>(v2.244+)</strong> When enabled, agents will not be able to make an asset inactive until it&#39;s relationships have been removed (dependency diagram updated). Forcing you to consider dependencies and re-structure before making an asset inactive. This functionality is used in conjunction with asset workflow which is on our development roadmap. This does not apply to integrations, they can make an asset inactive regardless of it&#39;s relationships.</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><strong id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Asset Management &gt; Asset Relationships</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong id="isPasted">Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/956" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Linking Assets</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><p><strong><u>Asset Relationship Creation Variables</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: 9.7777%; 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: 56.889%; 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: 9.7777%;">Free Text</td><td style="width: 56.889%; text-align: left;">The Asset Relationship name</td></tr><tr><td style="width: 33.3333%;" id="value2">Diagram Colour</td><td style="width: 9.7777%;">Hex Code</td><td style="width: 56.889%; text-align: left;">The colour chosen here will be used to represent this relationship link between Assets in the relationships flow chart.</td></tr><tr><td style="width: 33.3333%;" id="value3_bool">Warn when raising a ticket if descendant Assets with this link type are impacted</td><td style="width: 9.7777%;">Checkbox</td><td style="width: 56.889%; text-align: left;">When checked, should a ticket be created with an Asset linked to it that has an upstream relationship of this type; a notification will show to warn about this. This will not work unless the setting at Ticket Type level in the settings tab &quot;Enable Asset relationship descendant warnings&quot;, is selected for that ticket type.&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; 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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><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>- What is the Exchange Integration?</strong></p><p><strong>- How to connect to the Exchange Calendars integration</strong></p><p><strong>- Immutable IDs and Webhooks</strong></p><p><strong>- Importing Existing Calendar Entries</strong></p><p id="isPasted"><strong>- Inbound and Outbound Requests Tab&nbsp;</strong></p><p><strong>- Using Exchange Calendar</strong></p><p><strong>- Common errors</strong></p><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">What is the Exchange Integration?</span></strong></p><p id="isPasted">Halo can sync appointments with your Exchange/Office365 calendars, and this can be restricted in different ways.</p><p><br></p><p>This guide covers how to connect to the Exchange Calendars integration using the Microsoft Graph API connection method. If you are connecting using either Exchange Web Services via App Impersonation (API/Halo Integrator) or Exchange Web Services via Delegate Access (API/Halo Integrator) you will need to follow our article <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/968" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to connect to the Exchange Calendars Integration</span></strong></p><p>Start by heading to Configuration &gt; integrations and enable the integration module. Once enabled click into the module to begin configuration.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YzU3ZTVhLTQzYjYtNGQ0YS1hMjZkLTFiNjU5ZmYyNjljMiJ9._iNlBcY-eaaaXipJR1OVAZk2lTBVCWwpEp0y6hxZTIk" class="fr-fic fr-fil fr-dib" width="128" height="162"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable integration module</span></strong></p><p><br></p><p>Choose &#39;Microsoft Graph API&#39; as the connection method.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjYjIxNjEyLTE5NDktNGIyYy04ZmVlLWI3ODc2NDAxMzQxNyJ9.gGgY4BEHHMn5WFBmOlLp4UghpSqpPxqBgL-ZjISck3g" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 499.324px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 2. Exchange Calendars configuration&nbsp;</span></strong></p><p><br></p><p>&nbsp;When using this connection method there are three connection types you can use:</p><ul><li>Option 1: Use an Azure application with application permissions</li><li>Option 2: Connect to a single account which has delegate access to each agent&#39;s calendar&nbsp;</li><li>Option 3: Each technician connects to their Exchange account individually&nbsp;</li></ul><p>You will need to connect using one of these three connection types, we will cover how to do this in the guide. For connection, you will only need to follow the section relevant to the connection method you are using. Once you have connected there is some additional information around exchange calendars relevant to all connection methods.&nbsp;</p><p><br></p><p><br></p><p style="margin-left: 20px;"><strong id="isPasted"><span style="font-size: 12pt;">Option 1: Use an Azure application with application permissions</span></strong></p><p style="margin-left: 20px;">This option is recommended as it gives permissions to the application, which stops the need to have delegate access to every user. An Azure application with permissions will need to be configured for this.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><em>Note: If you are looking for tighter security measures the next connection option (each technician connects to their account individually) may be more suitable as this limits the risk of credential compromise.</em></strong></p><p style="margin-left: 20px;"><strong><em>&nbsp;</em></strong></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1ODMwODdmLWQxZjAtNDE2My1hZjVjLWY2ZTVjNTY0MmJmZSJ9.bDwveFePb56nyseC1ypOIJURyeFioKAsr2vtTrPCfwE" class="fr-fic fr-fil fr-dib" width="574" style="width: 576px; height: 270.192px;" height="270"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 3. Connection type using an Azure application with application permissions</span></strong></p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Azure App Registration</span></strong></p><p style="margin-left: 20px;">Firstly, you will need to set up an App Registration in Microsoft Azure. This can be done by navigating to the App Registrations tab of Azure and selecting new registration. The only thing you will need to set up here is the access type (single tenant) and name. Once this registration is complete you should keep this window open as you will need to refer back to the App registration when setting up your calendar integration.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">To create a new app registration, head to <a href="https://portal.azure.com/" rel="noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; font-family: Poppins, sans-serif, Roboto; 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;" target="_blank">https://portal.azure.com</a> then click into the Microsoft Entra area.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZmE2NTEzLWZlZmQtNDc3Yy1iNDFkLTZiYTRmMzBmM2NmYyJ9.vFnXdl5Z55xFcl189vYWoQKnJKrMSvHU9xlGa-PlXL0" width="350" height="352" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 4. Microsoft Entra area</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then create a new registration.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNTU1NDg0LTNlYzctNDFjNi05MWYyLWM5OTU0NTAyZGMzOCJ9.ZgwTY97ALRo0pzREd8WTw9qW1uL5zwxbpbaH7snFOqc" width="990" style="width: 990px; height: 581.226px;" height="581.226" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 5. Create a new app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Give the app a name and set the support account type to be &#39;Accounts in this organizational directory only (Single tenant).&nbsp;</p><p id="isPasted" style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkOWY5YjI2LWIzOTYtNGQyMS1iMGQ0LTc4MTYwZDI4MjQxYSJ9.WC4vgYSXqAHeJxM6EmmwjGzTCq1oM7rndaVmnBaWM_A" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 490.847px;" height="491"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 6. New app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Register the application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now that an application has been registered, you must give it the relevant permissions required by the integration. In your new application, go to the API Permissions tab to get started. You should see your list of current permissions will be listed, along with options to manage these. Select the option to add a new permission, and choose Microsoft Graph from the available APIs.</p><p style="margin-left: 20px;"><strong><br></strong></p><p style="margin-left: 40px;"><strong>API Permissions needed:&nbsp;</strong></p><p style="margin-left: 40px;"><strong>Remove user.read&nbsp;</strong></p><p style="margin-left: 40px;"><strong>Add Calendars.ReadWrite (Application)</strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once all permissions have been chosen, click the &quot;Add Permissions&quot; button to incorporate them into your application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once the permissions are added you will need to grant admin consent to the permission.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now you will need to generate a secret for the application. Navigate to the &quot;Certificates &amp; Secrets&quot; tab of your App Registration in Azure. Add a new secret, providing a desired name and setting the expiration date. Save the changes. Take note of the secret value, as this will be used in Halo to access your App Registration. Store the secret value securely, as Azure only provides it once</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhZTE2MTc2LTljN2UtNDhjNC05Y2NhLTU4NGU1MTM3NWFkNyJ9.jrhb0hDJ6wtXEN88QXX2TE7zOfIum7nZTayoQ3fjkTg" class="fr-fic fr-fil fr-dib" width="1083" height="331"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 7. Generate new secret</span></strong></p><p style="margin-left: 20px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzMTdiYmViLTZjYzMtNGUyNy05ODk0LTRiY2IyNTY1NmE0NSJ9.Bf_fjmg7IoG_aFhegU_hcEWu8FeXVdkF1eeXSesJfpE" width="895" height="178" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 897px; height: 178.183px;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 8. New secret</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now copy the Application (Client) ID, Tenant ID too.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MTgwZjUzLTc5YzgtNGE3My05YjA2LTJkOTk1NjE3MmI0NSJ9.LcYxH67yzEaFG_QjhkhRdCO-1W8a-1dxS1PTkF8ys84" width="894" style="width: 896px; height: 232.36px;" class="fr-fic fr-dii" height="232"></span></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 9. Application and tenant ID</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Head back to Halo and paste these values into the corresponding fields on the Exchange calendars integration page.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5Mzk1ZGMxLThkNzAtNDVmMi05OTZjLWFiMzdhYTQ2MDMyMiJ9.6KCUCZjyh4cjxrVlSuU21bE1ogaDG9keF2EMNqu3tRo" class="fr-fic fr-fil fr-dib" width="831" style="width: 833px; height: 526.883px;" height="527"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 10. Application details in Halo</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Be sure to set the Microsoft authority you are using too.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">You will now be connected.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Enable appointment Syncing</span></strong></p><p id="isPasted" style="margin-left: 20px;">Now you have connected head to the &#39;Syncing Appointments to Exchange&#39; tab and use the button &#39;Enable for all Agents&#39; to enable the option of calendar syncing for everyone.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiNWEzNDExLTQ2OTQtNDI5OS1iOGE0LTNlZGZkNDhkNjIzMCJ9.1U3_hbMJHPDTHSn22U-S3v9NwvpNoYkFfDgS_zQ5N8M" class="fr-fic fr-fil fr-dib" style="width: 925px; height: 366.509px;" width="1217" height="483"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 11. Enable appointment syncing</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong>Owner override for new appointments:</strong> An email address can be entered here to have all appointments created in Exchange from Halo appear on this agent&#39;s calendar with the agent who created the appointment as an attendee. Meeting invites will be sent from the overriding account. This means that you can enter a shared calendar email address for appointments to be synced to a shared Exchange calendar.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;" id="isPasted"><strong>Update scheduler Appointment when linked Appointment is updated:&nbsp;</strong>This applies if using a central &quot;scheduler&quot; calendar. When enabled, changes made by the person who did not schedule the appointment can be reflected in the scheduler&#39;s appointment (i.e. if person B is an attendee to scheduler A&#39;s appointment, B making a change to the appointment will update it for scheduler A.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong>Use Halo creation method for recurring appointments (v2.236+):</strong> When enabled recurring appointments will be created and managed in Halo, rather than sending the recurring master to Exchange to create the series. The individual appointments in the series will then sync to Exchange separately. This means all the individual appointments will show in both Halo and Exchange.</p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; 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"><span style="box-sizing: inherit; font-size: 12pt;">Option 2: Connect to a single account which has delegate access to each Agent&#39;s calendar</span></strong></p><p style="margin-left: 20px;">The following video contains a walkthrough on how to connect to Exchange calendars using this connection type. Written steps to connect are also provided below.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span class="fr-video fr-deletable fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe src="https://www.youtube.com/embed/z0WN7oWAHus" frameborder="0" allowfullscreen="" class="fr-draggable" style="float: left; width: 792px; height: 495px;"><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: 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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></span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="font-size: 11pt;"><strong><span style="color: rgb(226, 80, 65);">Important:&nbsp;</span></strong></span><span style="color: rgb(226, 80, 65);"><strong>An Administrator must connect to the single account below. Meeting invites will be sent from the connected account&#39;s email address. The azure account used when authorising the application from inside Halo needs to have delegate or &quot;Full Access Permission&quot; to each of the accounts (Mailbox Folder Permission) that you are connecting to for editing/adding appointments.&nbsp;</strong></span></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Azure App Registration</span></strong></p><p style="margin-left: 20px;">Firstly, you will need to set up an App Registration in Microsoft Azure. This can be done by navigating to the App Registrations tab of Azure and selecting new registration. The only thing you will need to set up here is the access type (single tenant) and name, redirect URI is necessary. Once this registration is complete you should keep this window open as you will need to refer back to the App registration when setting up your Calendar Integration.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">To create a new app registration, head to <a href="https://portal.azure.com/" rel="noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; font-family: Poppins, sans-serif, Roboto; 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;" target="_blank">https://portal.azure.com</a> then click into the Microsoft Entra area.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZmE2NTEzLWZlZmQtNDc3Yy1iNDFkLTZiYTRmMzBmM2NmYyJ9.vFnXdl5Z55xFcl189vYWoQKnJKrMSvHU9xlGa-PlXL0" width="350" height="352" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 12. Microsoft Entra area</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then create a new registration.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNTU1NDg0LTNlYzctNDFjNi05MWYyLWM5OTU0NTAyZGMzOCJ9.ZgwTY97ALRo0pzREd8WTw9qW1uL5zwxbpbaH7snFOqc" width="990" style="width: 990px; height: 581.226px;" height="581.226" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 13. Create a new app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Give the app a name and set the support account type to be &#39;Accounts in this organizational directory only (Single tenant).&nbsp;</p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;">The redirect URI should have the platform set to be &#39;Web&#39;, but the URI used will differ depending on the version of Halo you are using.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">On versions prior to v2.200 the following redirect URI will need to be used:</p><p style="margin-left: 20px;"><a data-fr-linked="true" href="https://YOURHALODOMAIN/azure/auth">https://YOURHALODOMAIN/azure/auth</a></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">On versions v2.200+ you the following redirect URI will need to be used:</p><p style="margin-left: 20px;"><a data-fr-linked="true" href="https://YOURHALODOMAIN/authcallback">https://YOURHALODOMAIN/authcallback</a></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">But the exact redirect URI you need can be found on the setup page for the integration in Halo.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhZmJiOWE5LTk1OGYtNDk4YS04OGNmLTM0N2JiNDZlYzc0NyJ9.BPG4Mtix5a1_Yqfv_ZU68GxujDly1hUbSWaxXFTiUjc" width="985" height="640" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 14. New app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><em>Note: If you have disconnected to the integration and are reconnecting, if your Halo instance is on v2.200+ you will need to use the new redirect URI (https://YOURHALODOMAIN/authcallback).</em></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Register the application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now that an application has been registered, you must give it the relevant permissions required by the integration. In your new application, go to the API Permissions tab to get started. You should see your list of current permissions will be listed, along with options to manage these. Select the option to add a new permission, and choose Microsoft Graph from the available APIs.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 40px;"><strong>API Permissions needed:&nbsp;</strong></p><p style="margin-left: 40px;"><strong>Remove user.read&nbsp;</strong></p><p style="margin-left: 40px;"><br></p><p id="isPasted" style="margin-left: 40px;"><strong>Add User.Read.All</strong></p><p style="margin-left: 40px;"><strong>Add Calendars.ReadWrite</strong></p><p style="margin-left: 40px;"><strong>Add Calendars.ReadWrite.Shared</strong></p><p style="margin-left: 40px;"><strong>Add offline_access</strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once all permissions have been chosen, click the &quot;Add Permissions&quot; button to incorporate them into your application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once the permissions are added you will need to grant admin consent to all the permissions.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now you will need to generate a secret for the application. Navigate to the &quot;Certificates &amp; Secrets&quot; tab of your App Registration in Azure. Add a new secret, providing a desired name and setting the expiration date. Save the changes. Take note of the secret value, as this will be used in Halo to access your App Registration. Store the secret value securely, as Azure only provides it once</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhZTE2MTc2LTljN2UtNDhjNC05Y2NhLTU4NGU1MTM3NWFkNyJ9.jrhb0hDJ6wtXEN88QXX2TE7zOfIum7nZTayoQ3fjkTg" class="fr-fic fr-fil fr-dib" width="1083" height="331"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 15. Generate new secret</span></strong></p><p style="margin-left: 20px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzMTdiYmViLTZjYzMtNGUyNy05ODk0LTRiY2IyNTY1NmE0NSJ9.Bf_fjmg7IoG_aFhegU_hcEWu8FeXVdkF1eeXSesJfpE" width="895" height="178" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 897px; height: 178.183px;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 16. New secret</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now copy the Application (Client) ID, Tenant ID too.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MTgwZjUzLTc5YzgtNGE3My05YjA2LTJkOTk1NjE3MmI0NSJ9.LcYxH67yzEaFG_QjhkhRdCO-1W8a-1dxS1PTkF8ys84" width="894" style="width: 896px; height: 232.36px;" class="fr-fic fr-dii" height="232"></span></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 17. Application and tenant ID</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Head back to Halo and paste these values into the corresponding fields on the Exchange calendars integration page.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4NjJmMmU4LTczM2QtNDY5NS1hOTUxLWUwMmRjZjFmMGM0OSJ9.4hFXTgfcBd-NAMi6uWx1T308ORJlAIJvQrxQWbBQJhM" class="fr-fic fr-fil fr-dib" width="803" style="width: 805px; height: 664.373px;" height="664"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 18. Azure application details in Halo</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then click *Authorise Application*. <em><strong>Note: This will only show if using the &quot;Connect to a single account&quot; connection type.</strong></em></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><em>Note: If you receive redirect URI errors, make sure the redirect is set up correctly i.e. choose &quot;Web&quot; from the platform dropdown and use the following convention for the uri: https://*yourhaloinstance.com*/azure/auth</em></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 12pt;">Grant Access</span></strong></p><p style="margin-left: 20px;">Head to the &#39;Syncing Appointments to Exchange&#39; tab in the integration configuration page in Halo. If the access is to be for all agents calendars, click on the &quot;Enable for All Agents&quot; button.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyMzBhODY4LTIwZjYtNDlkMS1hZWU1LTU4NjkxY2YyMWQ1NSJ9.FOvcgK8MvsEb3kMgM8hY97qtEctG0RwxcRDxoduBir4" class="fr-fic fr-fil fr-dib" width="939" style="width: 941px; height: 334.055px;" height="334"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 19. Enable calendar syncing for agents</span></strong></p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Give mailbox permissions to another Microsoft 365 user:</span></strong></p><p style="margin-left: 20px;">If using this connection type you may need to grant the account you are connecting with delegated permissions to access each agent&#39;s mailbox (depending on your company requirements). This will grant the account full access to your calendar. A guide on how to do this can be found at the following link:</p><p style="margin-left: 20px;"><span style="color: rgb(0, 0, 0);"><a href="https://docs.microsoft.com/en-us/microsoft-365/admin/add-users/give-mailbox-permissions-to-another-user?view=o365-worldwide">https://docs.microsoft.com/en-us/microsoft-365/admin/add-users/give-mailbox-permissions-to-another-user?view=o365-worldwide</a>&nbsp; &nbsp;</span></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><strong><span style="font-size: 12pt;">Option 3: Each Technician Connects to Their Exchange Account Individually</span></strong></p><p id="isPasted" style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Azure App Registration</span></strong></p><p style="margin-left: 20px;">Firstly, you will need to set up an App Registration in Microsoft Azure. This can be done by navigating to the App Registrations tab of Azure and selecting new registration. The only thing you will need to set up here is the access type (single tenant) and name, redirect URI is necessary. Once this registration is complete you should keep this window open as you will need to refer back to the App registration when setting up your Calendar Integration.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">To create a new app registration, head to <a href="https://portal.azure.com/" rel="noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; font-family: Poppins, sans-serif, Roboto; 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;" target="_blank">https://portal.azure.com</a> then click into the Microsoft Entra area.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZmE2NTEzLWZlZmQtNDc3Yy1iNDFkLTZiYTRmMzBmM2NmYyJ9.vFnXdl5Z55xFcl189vYWoQKnJKrMSvHU9xlGa-PlXL0" width="350" height="352" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 20. Microsoft Entra area</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then create a new registration.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhNTU1NDg0LTNlYzctNDFjNi05MWYyLWM5OTU0NTAyZGMzOCJ9.ZgwTY97ALRo0pzREd8WTw9qW1uL5zwxbpbaH7snFOqc" width="990" style="width: 990px; height: 581.226px;" height="581.226" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 21. Create a new app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Give the app a name and set the support account type to be &#39;Accounts in this organizational directory only (Single tenant).&nbsp;</p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;">The redirect URI should have the platform set to &quot;Web&quot;. The redirect URI used will differ depending on the version of Halo you are using.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">On versions prior to v2.200 the following redirect URI will need to be used:</p><p style="margin-left: 20px;"><a data-fr-linked="true" href="https://YOURHALODOMAIN/azure/auth">https://YOURHALODOMAIN/azure/auth</a></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">On versions v2.200+ you the following redirect URI will need to be used:</p><p style="margin-left: 20px;"><a data-fr-linked="true" href="https://YOURHALODOMAIN/authcallback">https://YOURHALODOMAIN/authcallback</a></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">But the exact redirect URI you need can be found on the setup page for the integration in Halo.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhZmJiOWE5LTk1OGYtNDk4YS04OGNmLTM0N2JiNDZlYzc0NyJ9.BPG4Mtix5a1_Yqfv_ZU68GxujDly1hUbSWaxXFTiUjc" width="985" height="640" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 22. New app registration&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p id="isPasted" style="margin-left: 20px;"><strong><em>Note: If you have disconnected to the integration and are reconnecting, if your Halo instance is on v2.200+ you will need to use the new redirect URI (<a data-fr-linked="true" href="https://YOURHALODOMAIN/authcallback">https://YOURHALODOMAIN/authcallback</a>).</em></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Register the application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now that an application has been registered, you must give it the relevant permissions required by the integration. In your new application, go to the API Permissions tab to get started. You should see your list of current permissions will be listed, along with options to manage these. Select the option to add a new permission, and choose Microsoft Graph from the available APIs.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 40px;"><strong>API Permissions needed:&nbsp;</strong></p><p style="margin-left: 40px;"><strong>Remove user.read&nbsp;</strong></p><p style="margin-left: 40px;"><strong><br></strong></p><p style="margin-left: 40px;"><strong>Add Calendars.ReadWrite</strong></p><p id="isPasted" style="margin-left: 40px;"><strong>Add User.Read.All</strong></p><p style="margin-left: 40px;"><strong>Add Calendars.ReadWrite.Shared</strong></p><p style="margin-left: 40px;"><strong>Add offline_access</strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once all permissions have been chosen, click the &quot;Add Permissions&quot; button to incorporate them into your application.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Once the permissions are added you will need to grant admin consent to all the permissions.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now you will need to generate a secret for the application. Navigate to the &quot;Certificates &amp; Secrets&quot; tab of your App Registration in Azure. Add a new secret, providing a desired name and setting the expiration date. Save the changes. Take note of the secret value, as this will be used in Halo to access your App Registration. Store the secret value securely, as Azure only provides it once</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhZTE2MTc2LTljN2UtNDhjNC05Y2NhLTU4NGU1MTM3NWFkNyJ9.jrhb0hDJ6wtXEN88QXX2TE7zOfIum7nZTayoQ3fjkTg" class="fr-fic fr-fil fr-dib" width="1083" height="331"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 23. Generate new secret</span></strong></p><p style="margin-left: 20px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzMTdiYmViLTZjYzMtNGUyNy05ODk0LTRiY2IyNTY1NmE0NSJ9.Bf_fjmg7IoG_aFhegU_hcEWu8FeXVdkF1eeXSesJfpE" width="895" height="178" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 897px; height: 178.183px;" id="isPasted" class="fr-fic fr-fil fr-dib"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 24. New secret</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now copy the Application (Client) ID, Tenant ID too.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; 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: pre; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MTgwZjUzLTc5YzgtNGE3My05YjA2LTJkOTk1NjE3MmI0NSJ9.LcYxH67yzEaFG_QjhkhRdCO-1W8a-1dxS1PTkF8ys84" width="894" style="width: 896px; height: 232.36px;" class="fr-fic fr-dii" height="232"></span></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 25. Application and tenant ID</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Head back to Halo and paste these values into the corresponding fields on the Exchange calendars integration page.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4NjJmMmU4LTczM2QtNDY5NS1hOTUxLWUwMmRjZjFmMGM0OSJ9.4hFXTgfcBd-NAMi6uWx1T308ORJlAIJvQrxQWbBQJhM" class="fr-fic fr-fil fr-dib" width="803" style="width: 805px; height: 664.373px;" height="664"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 26. Azure application details in Halo</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then click *Authorise Application*&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><em>Note: If you receive redirect URI errors, make sure the redirect is set up correctly i.e. choose &quot;Web&quot; from the platform dropdown and use the following convention for the uri: https://*yourhaloinstance.com*/azure/auth</em></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Enable appointment syncing</span></strong></p><p style="margin-left: 20px;">Now you have connected head to the &#39;Syncing Appointments to Exchange&#39; tab and use the button &#39;Enable for all Agents&#39; to enable the option of calendar syncing for everyone.&nbsp;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 11pt;">Connect Agent accounts</span></strong></p><p style="margin-left: 20px;">When using this method, you will now need to ask your agents to navigate to the Calendar module and scroll down to find the &quot;Exchange Calendar&quot; section where you can connect or disconnect your account. If this does not show up immediately, you will need to clear your cache and log out and back in.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NDJkZWZiLTJiOTktNGQwZS04YzdmLWQzNTI3ODg4NTI5OSJ9.-xASiBLNeHSD6PCGY-yX28HMYUvSo0Fj77nna6tbkyc" width="316" height="601" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 27. Sign in to exchange accounts&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Each agent will need to sign in to their Exchange account to connect.</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Immutable IDs and Webhooks</span></strong></p><p><span style="font-size: 11pt;">Prerequisites:</span></p><ul><li style="font-size: 11pt; font-style: italic;"><em>Connection Method &#39;Use Azure application with application permissions&#39;</em></li></ul><p>When using the connection type &#39;Use Azure application with application permissions&#39; you will have the option to use Immutable IDs. This prevents issues caused by the ID of an Exchange appointment changing when certain properties on the appointment are changed.</p><p><br></p><p id="isPasted">Additional permissions must be granted to your Azure application to use this functionality. The following permission is needed:</p><ul><li style="font-weight: bold;"><strong>&nbsp;User.Read.All permission (type: application)</strong></li></ul><p>Immutable IDs can be enabled by selecting the &#39;Use Immutable IDs&#39; button at the bottom of the Exchange Calendars integration page.<em><strong>&nbsp;Note: Enabling this is irreversible and you will not be able change your connection method/type following this.</strong></em></p><p><br></p><p>Whilst enabling is irreversible, it does bring some benefits.</p><p><br></p><ul><li><strong>Stability</strong>: Applications and integrations have a reliable way to identify and track objects without being disrupted by changes to object properties.</li><li><strong>Consistency</strong>: Systems that sync or interact with Exchange data can ensure they&#39;re referencing the same object, even if other aspects of the object are updated.</li><li><strong>Reduced Errors</strong>: Prevents issues caused by ID mismatches in integrations, such as calendar sync tools, that need a consistent reference point.</li><li><strong>Efficiency</strong>: When you enable Immutable IDs, you can then enable webhooks for this integration. This will make the sync between Halo and Exchange instant, rather than taking up to 60 minutes for appointment creations/updates/deletions from Exchange to come into Halo.</li></ul><p><em><strong>&nbsp;</strong></em></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjZTIzMTY0LTQzMDEtNDU0Yy1hM2RhLTZkOGVjYzdiOTMxYSJ9.BBD8T7DFxEKvACAgixjnRCtKYQK1zmNa568dsGD1piU" class="fr-fic fr-fil fr-dib" width="579" style="width: 581px; height: 175.282px;" height="175"></p><p><strong><span style="font-size: 10pt;">Fig 28. Enable Immutable IDs</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Webhooks</span></strong></p><p>Webhooks can be configured to receive instant updates for Created, Updated, and Deleted events from Exchange. Webhooks will also sync any appointment changes from Halo to Exchange.&nbsp;</p><p><br></p><p id="isPasted">Immutable IDs must be enabled to use the webhook functionality. Once enabled a &#39;webhooks&#39; section will be available under the exchange calendar configuration page.</p><p id="isPasted"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0NmZjZjJmLWVjMGUtNDlhNS1iNDc2LTYwODNlOGQ4ZmI2NCJ9.Ug-Ws2EJiiXh_L8v4JrOZcdpICNEZ-v175hohAdOQ6w" class="fr-fic fr-fil fr-dib" width="920" style="width: 922px; height: 366.035px;" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 29. Webhook functionality</span></strong></p><p><br></p><p>As shown on the setup screen in figure 29, subscriptions for an agent will be created/deleted automatically when toggling the integration on/off in their preferences. Any active subscriptions will be renewed either when a webhook is received for an event for that agent, or daily via the task scheduler.</p><p><br></p><p>You can manually manage the subscription for each agent in the table provided. The add button also contains an &quot;All&quot; option to create a subscription for all outstanding agents.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5Mzg3YjM3LTA5MmItNGQ0Yy04YzQ0LTE3NjAyNjFjNmJiZCJ9.cp-LPbUarSP2phvHUjSBYgm65kNitkIoQF3za0yMWCw" width="434" height="143.608" 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: 434px; height: 143.608px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 30. Create subscription</span></strong></p><p><br></p><p data-pasted="true">From v2.220+ the way in which webhooks from Exchange are processed will change to provide better performance and greater reliability when handling higher-volume periods. There are no additional configuration changes required for this work. From v2.220+ incoming webhooks from Exchange will be saved initially and then be processed by the incoming webhook service The incoming webhook service is run by the task scheduler, and is enabled during the upgrade. Therefore webhooks will be processed sequentially each time the task scheduler runs. &nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Appointments from Exchange</span></strong></p><p>Now you have connected to Exchange you can import your existing appointments from Exchange into Halo.&nbsp;</p><p><br></p><p>Head to the &#39;Importing appointments from Exchange&#39; tab and use the button &#39;Import appointments&#39; to bring up the import preview screen. Hit &#39;Start&#39; to begin the import.&nbsp;</p><p><br></p><p>To import recurring appointments follow the same process using the &#39;Import recurring appointments&#39; button.&nbsp;</p><p><br></p><p>From v2.238+, you can specify a default Appointment Type for imported appointments using the &quot;Default Appointment Type&quot; dropdown. &nbsp;</p><p><br></p><p data-pasted="true">As of v2.232+, Appointments imported from exchange will show as the same type for all the additional Agents. Prior to this the appointment type is imported as a standard appointment.</p><p><br></p><p><strong><span style="font-size: 12pt;">Set appointments to import automatically</span></strong></p><p>Now you have your existing appointments imported you will need to ensure your appointments are imported into Halo automatically when created in Exchange.&nbsp;</p><p><br></p><p>If you are using the connection method &#39;Use an Azure application with application permissions&#39; you can either use the Halo integrator or webhooks to import appointments when created in exchange. When using webhooks appointments will be imported almost instantly after being created in Exchange (see the section immutable IDs and webhooks for information on this). We recommend enabling both webhooks and the integrator as the webhooks will import appointments right away but the integrator will run as a failsafe.&nbsp;</p><p><br></p><p>If you are using the connection methods &#39;Connect to a single account which has delegate access to each Agent&#39;s calendar&#39; or &#39;Each technician connects to their account individually&#39; you will need to use the Halo integrator to import appointments.&nbsp;</p><p><br></p><p>To enable the Halo integrator for Exchange calendars check the box highlighted in figure x. You will also need to set which appointments you would like to be imported.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5YWEyMmZiLTc2MDEtNDk3Ny1hM2NlLWQ4MDQyMjUxYWRlYyJ9.080VhfvN2pUvCkEPBJwJgBjzqvbXUr45iQcOs4xpW2A" class="fr-fic fr-fil fr-dib" style="width: 848px; height: 428.641px;" width="1003" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 31. Enable the Halo integrator</span></strong></p><p><br></p><p>When usin<span style="color: rgb(0, 0, 0);">g the Halo integrator appointments will be imported on a hourly schedule (the integrator will run and import appointments every 60 minutes), this is the most frequently we can run the Halo integrator for this application. If you would like appointments to be synced more frequently you could run your own integrator in addition to the hosted one.&nbsp;</span>See the section &#39;Hosting your own Halo integrator&#39; in our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1062/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a> for more information on this.</p><p><br></p><p><strong><span style="font-size: 14pt;">Inbound and Outbound Requests Tab&nbsp;</span></strong></p><p>Under these tabs you can see the inbound an outbound requests for webhooks used to update appointments. Any requests that have been received from Exchange will appear in the inbound requests tab. Any requests sent from Halo to exchange will appear in the Outbound requests tab.</p><p><br></p><p><strong><em>Note: You will only see logs in here if you are using the webhooks functionality.&nbsp;</em></strong></p><p><br></p><p>This is useful to monitor/identify any issues with syncing.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Using Exchange Calendars</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;" id="isPasted"><strong><span style="font-size: 12pt;">Meeting Invites</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;">Once connected you can send Teams Meeting invites from Halo by checking the setting shown in figure x on any Appointment Types that this applies to.&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;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkOGMxYjRmLWI4ODctNDdmMi05ZDNiLWE4OGMzZjE0Njg3MCJ9.BJEFBvWud6mVGWZU3lpR-aeHz4Nhaopzlul1OKlvDuE" width="694" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 696px; max-width: none !important; height: 436.69px;" class="fr-fil fr-dib" height="437"></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 32. Set an appointment type to create a MS teams meeting</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: 12pt;">Setting Appointments to be Private</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;">When syncing appointments to Halo, you can set appointments to be private from within Configuration &gt; Calendars and Appointments &gt; General Settings.</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 data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NGY2YzMwLTk1YTQtNGQwYy04YzlkLTlkZmVjMzFiNWEwMSJ9.TfGmS6by3DOwYZff6WbHEZFI-OTa37agFOsXRCH6nGw" width="901" height="94" 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; 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 33. Setting to make every appointment imported to be private</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;">This is used when you would like agents in Halo to be able to see each other&#39;s calendar availability but do not want them to be able to see the details/summary of their appointments.&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 a private appointment is imported from Exchange the subject and body of the appointment will not be imported, only the start and end date/times. When changes are made to this appointment only start/end dates/times will be updated.&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 id="isPasted"><strong><span style="font-size: 12pt;">Syncing Appointment Locations</span></strong></p><p>To have the appointment location sync over to the appointment in exchange, first ensure you have the appointment location field enabled. This can be enabled under configuration &gt; Calendars and Appointments &gt; General settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4ZWI1ZTQxLTI1ODgtNDRjMS05ZTZkLTMzZDBhMTM0YTMwOCJ9.0ZN22e9SZapuhiXlL4GtMstN8kViGeGrAWr9N5TOZYw" width="471" style="width: 473px; height: 213.197px;" height="213" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 34. Enable appointment location field</span></strong></p><p><br></p><p>Once enabled, when raising an appointment in Halo you will be prompted to choose/enter a location for the appointment. This location will also be visible against the appointment in exchange.&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;">Exchange Calendars and Multi-Tenancy</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;">The Exchange calendars integration is single tenanted at present so it does not have the functionality to sync appointments from multiple azure tenants.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Common Errors</span></strong></p><table class="grid" style="margin-right: calc(0%); width: 100%;" width="601"><tbody><tr><td class="fr-thick" style="width: 17%; background-color: rgb(84, 172, 210);"><p><strong>Description</strong></p></td><td class="fr-thick" style="width: 29%; background-color: rgb(84, 172, 210);"><p><strong>Cause</strong></p></td><td class="fr-thick" style="width: 53%; background-color: rgb(84, 172, 210);"><p><strong>Resolution</strong></p></td></tr><tr><td class="fr-thick" style="width: 17%;"><p>When testing which calendars the connected account has access too, an error is given saying &quot;The specified object was not found in the store&quot;</p></td><td class="fr-thick" style="width: 19%;"><p>Either the connected account does not have the required level of access to the user&rsquo;s calendar, or they have only just been granted the correct level of access. Sometimes granting delegate permissions can take up to an hour to take effect.</p></td><td class="fr-thick" style="width: 63%;"><p>Ensure the connected account has delegate access to read/edit the user&rsquo;s calendar. There are multiple ways of doing this, but <a href="https://www.clouddirect.net/knowledge-base/KB0011012/delegating-someone-else-to-manage-your-mail-and-calendar">here&nbsp;</a>is a short guide we&#39;ve used before.</p></td></tr></tbody></table><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Adding Additional Agents to an Appointment</span></strong></p><p>When the Exchange integration is enabled, additional agents assigned to a ticket will have their email auto-populated in the &quot;Other Attendees&quot; field alongside the main assigned agent when creating an appointment from that ticket.</p><p><br style="box-sizing: inherit;"></p><p>For instance here, Leah is the assigned agent, and Amir is the additional agent, and both have populated here.</p><p><br style="box-sizing: inherit;"></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4MjE2ODc2LTA3MmItNDMyYi1hOWRkLWY2ZGM2NWMyMzg4YyJ9.F3ntRjLYtlXD2A_cDQl7hl4UaQjeLztjs3ieGvIhy5o" width="525" height="440" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 35. Additional agent invite.</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 id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Navigating to the Knowledge Base</strong></p><p><strong>- Searching for Articles</strong></p><p><strong>- Creating an Article</strong></p><p><strong>- Updating Articles</strong></p><p><strong>- Sending Article Links</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/1844" target="_blank" rel="noopener noreferrer"><strong>Knowledge Base</strong></a></li></ul><p><br></p><p><strong>Related Guides</strong></p><ul><li><strong><a href="https://usehalo.com/haloitsm/guides/2047" target="_blank" rel="noopener noreferrer">Article Drafts</a></strong></li><li><a href="https://usehalo.com/haloitsm/guides/2043" target="_blank" rel="noopener noreferrer"><strong>FAQ Lists in the Knowledge Base</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2486/" target="_blank" rel="noopener noreferrer"><strong>Knowledge Base Articles in the User Portal</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1999/" target="_blank" rel="noopener noreferrer">Providing Access to your Knowledge Base</a></li></ul><p><br></p><p>This guide will cover the basics of creating and editing articles, and navigating the area.</p><p><br></p><p><strong><span style="font-size: 14pt;">Navigating to the Knowledge Base</span></strong></p><p>If not already, the knowledge base can be enabled in Configuration &gt; Optional Features.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5ODhkNjhjLTFmMmUtNDkxNy04Njg3LWNkZWM3Y2JjZWI1OCJ9.Q4Ozu8hCCS3xD5heqrEh7IE3KvVLpO377AK2KeDrnFw" width="105" height="126" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the Knowledge Base module</span></strong></p><p><br></p><p>The module can then be found either in the module bar, or in the overflow, depending on the navigation menu format you are using.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmM2RiNDhjLTMzZmYtNGEwZC1hNmUxLTRiMTliM2U4Y2FlNiJ9.O8bSffragMZdD-Q0BsbdrnMNpy0tZH2RqJyKM0vHd3M" width="197" height="53" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Knowledge Base module in the module bar</span></strong></p><p><br></p><p>Clicking into the module will bring up the knowledge base area. This will provide an overview of the FAQ lists on the left hand side, as well as a list of the most upvoted articles on the right. Here you can also see the &quot;New Article&quot; and &quot;All Articles&quot; buttons.</p><p><br></p><p>The &quot;All Articles&quot; button can be clicked to bring up a list of articles with the date created, name, description, the FAQ lists it is on, tags, next review date and whether it is inactive.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNTMyMWRhLTMxODEtNDI1NC04MThkLWJlN2FmYmVjYjg3YiJ9.66P1T1pPJAY-ymuL641lowtvNx-1jn1iiypSvxiXYKU" width="1215" style="width: 1217px; height: 589.229px;" height="589" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Knowledge base screen</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Searching for Articles</span></strong></p><p id="isPasted">At the top left of the screen, there is also a search bar to search for articles. Searching here will show the below screen where you can filter results on the left side, or select how to sort the results on the right above the first result.&nbsp;</p><p><br></p><p>You can see the name and description of each article and the number or views/upvotes they have.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4YTM4NjQ2LTk1MWYtNDcwMS04ZDk1LTVhY2RmNWY3YjI3ZCJ9.INNQTDi7MktLX20c-jgjg-lEHoXkG9Y9cTNB6vSWVK8" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 572.039px;" height="572"></p><p><strong><span style="font-size: 10pt;">Fig 4. KB search screen</span></strong></p><p><br></p><p data-pasted="true">To optimize this search, &quot;Enable Knowledge Base Article Full-Text Searching&quot; can be switched on in Configuration &gt; Advanced Settings &gt; Searching. Full text searching searches for the entire string, rather than each individual word within the string, which not only speeds up searching, it also makes it more accurate upon doing so. This functionality will return search results which contain the whole, unbroken search phrase higher than articles which otherwise match the search phrase when using the search type &quot;Search for each word of the search string&quot; or &quot;Search for every word of the search string&quot;. From v2.242+, If you are using Full-Text searching you will have the option to determine whether to include the Internal Memo in Agent search results using the checkbox &quot;Full-text search the internal memo field when an Agent is searching&quot;.</p><p><br></p><p>Within Configuration &gt; Knowledge Base you can further adjust the behaviour of your search. The &quot;Knowledge Base Search Type&quot; drop-down can be used to determine if the search results will include only articles which contain the entire string, articles with contain any part of the string, or articles containing every word within the string. You will also be able to choose the behaviour for searching IDs. To do this you can set the &quot;Article ID Search Behaviour&quot; to prevent the searching of Article IDs, only return the Article with the ID searched, or include both the searched ID and other results.&nbsp;</p><p><br></p><p><strong><em>Note: You can surround the phrase you are searching for is quotation marks (&quot; &quot;) to search for the exact content.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Article</span></strong></p><p>Click the &quot;New Articles&quot; button on the main to bring up the screen to create an article. You will see the below fields to enter information, a summary of the base ones is as follows:</p><p><br></p><ul><li><strong>&quot;Title&quot;</strong> - The title of your article.</li><li><strong>&quot;Article Type&quot;</strong> - If using both knowledge base and news articles, you can specify which of the two here.</li><li><strong>&quot;Description&quot;</strong> - A short description of the contents of the article, or of the problem. This will show on the screen underneath the title when viewing a list.</li><li><strong>&quot;Resolution&quot;&nbsp;</strong>- The main body of the article, or a summary of how to solve the problem.</li><li><strong>&quot;Internal Memo&quot;</strong> - An area to put private notes that agents can see, but not end-users.</li><li><strong>&quot;Attachments&quot;</strong> - Add attachments to your article here.</li><li><strong>&quot;Tags&quot;</strong> - Short words or phrases that users can search by to easily find an article.</li><li><strong>&quot;Related Articles&quot;</strong> - Articles that may have similar contents or be otherwise related. They will show linked at the bottom of the article once published.</li><li><strong>&quot;Teams that can access this article&quot;</strong> - This can be used to restrict which teams can view the article. By default, this will show &quot;All Teams&quot;.</li><li><strong>&quot;FAQ Lists that this article appears on&quot;</strong> - A multi-select field with what FAQ lists an article is contained on.</li><li><strong>&quot;Active&quot;</strong> - When enabled, the article can be found in FAQ lists and search.</li><li><strong>&quot;Next Review Date&quot;</strong> - The date set that the contents of an article should be reviewed by, and then amended if considered obsolete.&nbsp;</li></ul><p><br></p><p>Article access can also be restricted here. For more information on this, check out the &quot;<a href="https://usehalo.com/haloitsm/guides/2044" target="_blank" rel="noopener noreferrer"><strong>Article Restrictions</strong></a>&quot; guide.</p><p><br></p><p>When using the description or resolution fields, there is also a toolbar across the top of the text box where you can format the text, embed pictures, videos and links, create tables, or switch to code view to edit the HTML.</p><p><br></p><p>A &quot;Paragraph Formatter&quot; option is available in the toolbar. This will show each header type/formatting, allowing you to easily insert header HTML into the article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmM2JkZWQ4LWQ0YWEtNGJhMy04ZDE0LWE5ZDc3ZjhiNzZjMSJ9.58NwjKp1Dxi9Lr5Rqk0xOCPgJwgLe8ZW7ej7x9XG2uQ" width="1214" style="width: 1216px; height: 730.55px;" height="731" class="fr-fic fr-dii"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4MTU1ODdiLTNiNDAtNGNiOS1hZWI5LTRhZDRkMTQwOWRmOCJ9.6f5UnagOAStEcRIkULOPsRzZkauZxZzhFRAcqpC-G2o" width="1212" style="width: 1214px; height: 604.634px;" height="605" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating an article</span></strong></p><p><br></p><p>After entering the required details, scroll to the bottom and press &quot;Save&quot;. Your article will now be created, and appear like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NmE3N2FkLTUwMWYtNGRlOS1iYWUyLTk1Yjc2MDdkNjZiNyJ9.EvDxNZAEsQXxxoilLWKkJcOqq9B5vFQgbSgWNyAN1ig" width="1218" style="width: 1220px; height: 689.319px;" height="689" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Created article</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Updating Articles</span></strong></p><p>Upon creation, the following buttons will appear at the top of the article.</p><p><br></p><ul><li>&quot;Edit&quot; - Brings up the edit screen which looks the same as the creation screen, and allows the agent to make changes to the article. The agent that edits the article will then appear underneath the &quot;Created by&quot; with a new line saying &quot;Edited by&quot;. If another agent edits afterwards, the most recent agent will show here.</li><li>&quot;Clone&quot; - Bring up a popup screen to name the new article. Upon naming and saving, another identical copy of the article will be saved with the new name. Agents can then edit the article as normal.</li><li>&quot;Generate PDF&quot; - This will create a PDF of the article with the default template.</li><li>&quot;Send&quot; - This will email out a PDF of the article with the default template.</li><li>&quot;Delete&quot; - This will delete the article.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4NTMxMjBmLTUyZTItNDY0ZS04YzM3LTI1ZGJlNWI1ODE1MCJ9.nErFh7kTDl2HAu3KV8l9rv80rNgs1jVeSN6_irQaPHw" width="493" height="45" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. System actions after creating an article</span></strong></p><p><br></p><p>You can allow bulk editing of tags and FAQ lists associated with articles. In Configuration &gt; Knowledge Base &gt; Articles, you can enable the below checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjNGE0N2VjLTM2MTMtNDQ3ZC1hMDRkLTRlNjQ1MTkzYmNkZiJ9.BlgojuZARCpB47C1jEb7vGEs-b0nObB6gkLSJ3tS3Z4" width="492" height="33" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Allow Agents with edit permissions to bulk edit Articles in the &#39;All Articles&#39; view.</span></strong></p><p><br></p><p>When clicking the &quot;All Articles&quot; button, agents will see a checkbox next to each article in the list. Upon selecting one or more, an &quot;Edit&quot; button will show in the top left corner. Hovering over this will show the options to edit either tags or FAQ lists.</p><p><br></p><p>&quot;Add Tags&quot; and &quot;Add to FAQ Lists&quot; will add an additional one to the existing list, whereas &quot;Set Tags&quot; and &quot;Set FAQ Lists&quot; will override the existing ones and delete any that are not selected here, and you can set a &quot;Next Review Date&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZTU1ZGI1LTRhY2MtNGMyYS1iMzlhLWQ4NjM2M2YzZDMxMiJ9.KGDRghquvPtefRJhnvHW7fpoKMAw80Qn_3uMKzpEF9w" class="fr-fic fr-fil fr-dib" width="230" height="248"></p><p><strong><span style="font-size: 10pt;">Fig 9. Bulk editing an article</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Enable Collision Detection</span></strong></p><p><span style="font-size: 11pt;">You can enable collision detection for article editing. This will alert an agent if another agent is viewing/editing the same article as them. Helpful in preventing agents editing the same article at the same time.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable this head to Configuration &gt; Knowledge Base &gt; &quot;Enable collision detection for when multiple Agents are editing the same Article&quot;.&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjOTVjNDUyLTA2YTYtNDZmNC05OWNkLTZlZWNmMGNmN2E1MyJ9._vZvp9wOPT-JJYPQZOzj1Jr2lY9rOfExM0rUx5DKnIY" class="fr-fic fr-fil fr-dib" width="563" style="width: 565px; height: 278.406px;" height="278"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 10. Enable collision detection</span></strong></p><p><strong><br></strong></p><p data-pasted="true">If two agents are viewing/editing an article at the same time they will see the pop-up shown in figure 11.&nbsp;</p><p><strong style="background-color: transparent; font-size: 13px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlODI5Yjk1LWFmMDItNDVhNi04OGYwLWFlZGVjYWEwYTJkOSJ9.oOlJf-QHlC1efQfJhHT_YlGaIObtltmP2UhFtTivH5M" class="fr-fic fr-fil fr-dib" width="1508" style="width: 1510px; height: 743.359px;" height="743"></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Pop-up for article collision detection</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sending Article Links</span></strong></p><p>You can quickly copy a link to an Article, using either the Agent or User portal URL. Hover over the share icon and select an option. If Article Versioning is enabled in Configuration &gt; Knowledge Base, you will have additional options to send the latest version.</p><p><br></p><p>The latest version links will use unique identifiers as part of the URL. The view counts of each version of an article will then be totalled together.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0YzkxMzhmLWI3ZjAtNDk2Mi1hY2JhLTNjNTI4ZGVjZjNhZCJ9.34-juVGLNDID9phsGU8VJ6pX-WFxxL5F7hlYfUteSrM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 306.55px;" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 10. Share link options</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 id="isPasted">Configuration &gt; Users &gt; Customer Types</strong></p>

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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; } </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: 18.4672%; 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: 48.1995%; 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%;">Sequence</td><td style="width: 18.4672%;">Integer</td><td style="width: 48.1995%; text-align: left;">Sets the order the values show in Configuration lists only.</td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 18.4672%;">Free Text</td><td style="width: 48.1995%; text-align: left;">The name of the Customer Type which will display in lists and details tabs.</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; Reporting &gt; CSV Templates</strong></p><p><strong>Configuration &gt; Billing &gt; General Settings &gt; Edit CSV Template</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li data-pasted="true"><a href="https://usehalo.com/halopsa/guides/2797/" target="_blank" rel="noopener noreferrer"><strong>Integrating with Other Accounts Tools</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; } </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;">CSV Templates</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: 15.1713%; 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: 51.4954%; 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: 15.1713%;">Free Text</td><td style="width: 51.4954%; text-align: left;">The name given to the CSV template</td></tr><tr><td style="width: 33.3333%;" id="type">Type</td><td style="width: 15.1713%;">Single Select</td><td style="width: 51.4954%; text-align: left;">Decide how granular the data is: type can be a row for each invoice line, a row for each customer or a row for each invoice.</td></tr><tr><td style="width: 33.3333%;" id="groupingtype">Details Table</td><td style="width: 15.1713%;">Field List</td><td style="width: 51.4954%;">This tab is used to add the fields that will be visible on the table when printing PDF. Default values can be given, which will populate if there is nothing entered on the specific cell of a table. If the default is left blank then the cell on the printed PDF will also be blank.</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><strong>Configuration &gt; Reporting &gt; PDF Templates</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2429" target="_blank" rel="noopener noreferrer"><strong>PDF Templates</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; 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;">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: 13.365%; 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: 53.3017%; 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: 13.365%;">Free Text</td><td style="width: 53.3017%; text-align: left;">Name of the report</td></tr><tr><td style="width: 33.3333%;" id="type">Type</td><td style="width: 13.365%;">Entity Chosen</td><td style="width: 53.3017%; text-align: left;">After clicking into the PDF Templates module, there will be a dropdown in the top left to decide which entity the PDF template will be created for. The entity chosen will then be the type of report, certain $-Variables will only work for specific entity types, i.e. the invoice $-Variables will work for a PDF Template Entity Type: Invoice<br><br><strong><em>Note:&nbsp;</em></strong><em><strong>If there are $-Variables that don&#39;t appear to be working correctly, then the entity chosen may not be compatible with the $-Variable being used.</strong></em><br><br>It is also important to note that if trying to generate a PDF from the template screen with entity type invoice, then the last invoice used will be the invoice displayed on the template. PDF&#39;s can also be generated from the entity areas as well, i..e there is an action to generate PDF&#39;s at the top of each invoice screen. The PDF template can also be changed by scrolling down the sidebar on the right and changing it on the dropdown &quot;PDF Template&quot; (At the very bottom of the sidebar).<br></td></tr><tr><td style="width: 33.3333%;" id="file_type">File Type</td><td style="width: 13.365%;">Single Select</td><td style="width: 53.3017%; text-align: left;"><strong><em>Only available for entity type &quot;Tickets&quot;.</em></strong><br><br>You can select between a PDF or an XML file type here. Changing the file type will overwrite the PDF pages/XML attachments.</td></tr><tr><td style="width: 33.3333%;" id="description">Description</td><td style="width: 13.365%;">Free Text<br></td><td style="width: 53.3017%; text-align: left;">You can input a description of the report in this text box</td></tr><tr><td style="width: 33.3333%;" id="files">PDF to prepend to this PDF<br></td><td style="width: 13.365%;">Input Box</td><td style="width: 53.3017%; text-align: left;">You can drag and drop a pdf into this box and it will be prepended to the report.</td></tr><tr><td style="width: 33.3333%;" id="prefixpdfappend">Append rather than prepend the above template<br></td><td style="width: 13.365%;">Checkbox</td><td style="width: 53.3017%; text-align: left;">When selected, the chosen Pdf will be appended to the report (attached at the bottom), the default behaviour is that the Pdf is prepended.</td></tr><tr><td style="width: 33.3333%;" id="override_attachment_name">Attachment filename override<br></td><td style="width: 13.365%;">Free Text</td><td style="width: 53.3017%; text-align: left;">When an attachment is created after generating i.e. a PDF on a ticket, the name given to the attachment will be what is set in here. $-variables are accepted, make sure that the entity you are generating the pdf from will accommodate for the dollar variable&#39;s you use. Checkout this guide for finding different dollar variables: <a href="https://usehalo.com/haloitsm/guides/1947" rel="noopener noreferrer" target="_blank"><strong>Guide</strong></a></td></tr><tr><td style="width: 33.3333%;" id="reports">Reports</td><td style="width: 13.365%;">Table</td><td style="width: 53.3017%; text-align: left;">When i.e. the entity for the PDF Template is &quot;Tickets&quot; this option will appear, you can add reports to this table, which can then be added to the html of the lines within the Pages Tab. If I wanted to show the report for one of the report tables lines, I would i.e. add in to the html &lt;p&gt;$REPORT51DATA&lt;/p&gt;&nbsp;<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Appearance</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: 13.5485%; 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: 53.1182%; 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="">Colour</td><td style="width: 13.5485%;">Single Select</td><td style="width: 53.1182%; text-align: left;">Use the colour of the organisation or you can choose a colour. This colour will apply to the tables added to the report. If custom is selected you can choose from a colour palette or add in a hexcode to the hashtag.</td></tr><tr><td style="width: 33.3333%;" id="orientation">Orientation</td><td style="width: 13.5485%;">Single Select</td><td style="width: 53.1182%; text-align: left;">Portrait or Landscape can be chosen</td></tr><tr><td style="width: 33.3333%;" id="margin">Margin</td><td style="width: 13.5485%;">Float</td><td style="width: 53.1182%; text-align: left;">You can set a margin size for all of the pages on the document, this will not apply to the appended/ prepended pdf pages.</td></tr><tr><td style="width: 33.3333%;" id="includeheader">Include Header</td><td style="width: 13.5485%;">Checkbox</td><td style="width: 53.1182%; text-align: left;">When selected, headers will appear at the top of all pages, this will not apply to the appended/ prepended pdf pages. Dollar variables don&#39;t work in here.</td></tr><tr><td style="width: 33.3333%;" id="headerishtml">Use HTML Header</td><td style="width: 13.5485%;">Checkbox<br></td><td style="width: 53.1182%; text-align: left;">When selected, there will be an HTML input where you can add in a custom header i.e. images can be added using standard HTML formatting. Header height can also be set. Dollar variables do work in here.</td></tr><tr><td style="width: 33.3333%;" id="includefooter">Include Footer<br></td><td style="width: 13.5485%;">Checkbox<br></td><td style="width: 53.1182%; text-align: left;">When selected, footers will appear at the bottom of all pages, this will not apply to the appended/ prepended pdf pages. In the three boxes (left, centre, header) you can add i.e. {page} of {total-pages}. Dollar variables don&#39;t work in here.<br></td></tr><tr><td style="width: 33.3333%;" id="footerishtml">Use HTML Footer<br></td><td style="width: 13.5485%;">Checkbox<br></td><td style="width: 53.1182%; text-align: left;">When selected, there will be an HTML input where you can add in a custom header i.e. images can be added using standard HTML formatting. Header height can also be set. Dollar variables do work in here.<br></td></tr><tr><td style="width: 33.3333%;" id="backgroundimageurl">Background Image Url (All pages)<br></td><td style="width: 13.5485%;">URL</td><td style="width: 53.1182%; text-align: left;">Add the URL of an image in here to be the background of all pages.</td></tr><tr><td style="width: 33.3333%;" id="">Override page width (inches)<br></td><td style="width: 13.5485%;">decimal (1dp)</td><td style="width: 53.1182%; text-align: left;">If not set or set to 0, it will take the standard A4 format.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Override page height (inches)<br></td><td style="width: 13.5485%;">decimal (1dp)<br></td><td style="width: 53.1182%; text-align: left;">If not set or set to 0, it will take the standard A4 format.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="">Media Type<br></td><td style="width: 13.5485%;">Single Select</td><td style="width: 53.1182%; text-align: left;">Can select Print or Screen. Best to leave on the default option if unsure.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Pages</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: 13.8204%; 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: 52.8463%; 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: 13.8204%;">Free Text</td><td style="width: 52.8463%; text-align: left;">Name of the page, only visible for the agents editing the template. Can be changed by editing the line item.</td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence</td><td style="width: 13.8204%;">Free Text</td><td style="width: 52.8463%; text-align: left;">Sequence of the page, only visible for the agents editing the template. Can be changed by editing the line item. This determines the order in which pages show on the pdf. Sequence: 1 will be the first page on the pdf.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Add +</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: 13.8939%; 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: 52.7728%; 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="istitlepage">Is the cover page<br></td><td style="width: 13.8939%;">Checkbox</td><td style="width: 52.7728%; text-align: left;">When selected, this page will not include headers or footers that have been set in the template. A background image URL specifically for the cover page can also be set if this checkbox is selected.</td></tr><tr><td style="width: 33.3333%;" id="variablelink">View $-variables<br></td><td style="width: 13.8939%;">Button</td><td style="width: 52.7728%; text-align: left;">When clicked on, you can view a list of dollar sign variables that can be placed anywhere on HTML templates.</td></tr><tr><td style="width: 33.3333%;" id="mainhtml">Core Template HTML<br></td><td style="width: 13.8939%;">HTML Code</td><td style="width: 52.7728%; text-align: left;">Enter the HTML for the page. If the amount of HTML is more than one page, then it will spill over to another page.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Details Table/ Items Issued Table</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: 13.8204%; 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: 52.8463%; 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="showinlineimage">Show the Item primary image alongside the line description</td><td style="width: 13.8204%;">Free Text</td><td style="width: 52.8463%; text-align: left;"><strong>For Entity Type: Quotations</strong><br>You can add the primary image from the image tab of a product. It will show beside the line description of the product. Add The &#39;Description&#39; Field to the Choose fields section.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="detailcolumns">Choose Fields</td><td style="width: 13.8204%;">Single Select</td><td style="width: 52.8463%; text-align: left;">You can choose what fields show against the i.e. table of products on the Quotation PDF. Such as Quantity, Price, Description, Item Name, etc...&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><strong>Configuration &gt; Billing &gt; Accounts Codes</strong></p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>If you are using the <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1234" data-pasted="true" target="_blank" rel="noopener noreferrer">QuickBooks Online Integration</a>, the accounts code module will not be available. This is because you will not need to create accounts codes in Halo as these will be pulled directly from QuickBooks Online. &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; } </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: 16.6839%; 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: 49.9828%; 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: 16.6839%;">Free Text</td><td style="width: 49.9828%; text-align: left;">The name of the Accounts Code, returned throughout the UI</td></tr><tr><td style="width: 33.3333%;" id="value2">Code</td><td style="width: 16.6839%;">Float</td><td style="width: 49.9828%; text-align: left;">The specific Accounts Code, used primarily for billing integrations.</td></tr><tr><td style="width: 33.3333%;" id="value4">Xero Tenant</td><td style="width: 16.6839%;">Single Select</td><td style="width: 49.9828%; text-align: left;">This single select option is for deciding which Xero Tenant this accounts code can be used for. This is of course only an applicable option for those using the Xero Integration.</td></tr><tr><td style="width: 33.3333%;" id="value6_bool">Deferred Revenue Accounts Code</td><td style="width: 16.6839%;">Checkbox</td><td style="width: 49.9828%; text-align: left;">When checked, this code will be used to mark a payment as deferred. The concept of Deferred Payments is explained in the Billing General Settings Configuration settings guide.</td></tr></tbody></table>

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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><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; } 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; } 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><u><strong>Asset Types Main Page</strong></u></p><p>There is a button on the asset types main page to XLS import your asset types. Beside the &quot;Choose File&quot; button of the imports page, you will find the download samples link, in which there is a asset types xls template this is <strong>Recommended to use when importing asset types or when importing anything else into Halo.</strong></p><p><br></p><p>Assets and asset types can also be imported via buttons at the bottom of the Asset management general settings page.</p><p><br></p><p><u><strong>Top Bar</strong></u></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;">Action</span></strong><br></td><td style="width: 12.866%; 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: 53.8007%; 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%;">Change Icon</td><td style="width: 12.866%;">Button</td><td style="width: 53.8007%; text-align: left;"><p id="isPasted">Change the icon image of the Asset Type.</p></td></tr><tr><td style="width: 33.3333%;">Clone</td><td style="width: 12.866%;">Button</td><td style="width: 53.8007%; text-align: left;">Create a cloned Asset Type with a different name from the current Asset Type.</td></tr><tr><td style="width: 33.3333%;">Delete</td><td style="width: 12.866%;">Button<br></td><td style="width: 53.8007%; text-align: left;">Deletes the asset type.</td></tr></tbody></table><p><strong><u>Details</u></strong></p><table class="styled-table grid" style="width: 100%; height: 1246px;"><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: 12.4254%; 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: 54.2413%; 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<br></td><td style="width: 12.4254%;">Free Text</td><td style="width: 54.2413%; text-align: left;">This will be the name of the Asset Type as it is seen elsewhere throughout the system. This field is limited to 100 characters.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="assetgroup_id">Asset Group<br></td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%; text-align: left;">This will be the Group which Assets of this type will be grouped underneath. This will dictate a few defaults, and can be used to better organise your Assets.</td></tr><tr><td style="width: 33.3333%;" id="defaultsequence">Default sequence<br></td><td style="width: 12.4254%;">Integer</td><td style="width: 54.2413%; text-align: left;">This will be the sequence used to order this asset type when shown in lists. This will only be used to order asset types against contracts unless &quot;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1340#asset_type_ordering" id="isPasted" target="_blank" rel="noopener noreferrer">Asset type tree ordering</a>&quot; is set to &quot;Order values by Sequence&quot;.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="tagprefix">Asset Tag Prefix<br></td><td style="width: 12.4254%;">Free Text</td><td style="width: 54.2413%;">This, if populated, will add the entered text to the beginning of any Assets serialised as this type. For example, something like &quot;LAP&quot; may be added to the codes of laptop type.</td></tr><tr><td style="width: 33.3333%;" id="show_to_users">Allow Users to see Assets of this type<br></td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;">When checked, Users will be able to see Assets of this type via the Self Service Portal, unless they are otherwise restricted to do so.</td></tr><tr><td style="width: 33.3333%;" id="allow_all_view">Allow all Agents to view this Asset Type<br></td><td style="width: 12.4254%;">Checkbox<br></td><td style="width: 54.2413%;"><p>This allows all Agents to see this Asset Type and its group in lists, without granting access control that inherits to the Assets. An Agent must be granted access control directly to the Assets to view them.</p></td></tr><tr><td style="width: 33.3333%;" id="memo">Notes<br></td><td style="width: 12.4254%;">Free Text</td><td style="width: 54.2413%;">Notes added here can be used to identify or further describe this Asset Type for Agents or Users that are unfamiliar with them.</td></tr><tr><td style="width: 33.3333%;" id="fiid">Stock Serialization Matching Field<br></td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">The field selected here will be used as a Unique Identifier for Assets of this Type. Any updates coming in for Assets will look to match this field onto existing Assets, and in cases where there is no match found, a new Asset will be generated.<br></td></tr><tr><td style="width: 33.3333%;" id="default_item">Default Product for new Assets<br></td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">Here, you can select the default product that is associated with assets created of this type. When new assets are created of this type either manually or via an integration (so are not linked to an item/product) this is the item that will be associated with that asset. The associated product will appear under the stock information against the asset. Assets will need to be linked to a product to be able to be consigned to this product on sales orders.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="column_profile_id">Default Column Profile</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">The selections here will be available from any Asset Column Profiles that have been configured. The choice made will be the default profile seen when viewing this Asset Type. Options are limited.</td></tr><tr><td style="width: 33.3333%;" id="visibility_level">Asset privacy level</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">The selection made here will distinguish whether this Asset Type is used by individuals or groups of people.</td></tr><tr><td style="width: 33.3333%;" id="newticket_priority">Priority</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">The priority level chosen here will be assigned to any Tickets once they are logged with this Asset associated to them.</td></tr><tr><td style="width: 33.3333%;" id="default_device_template">Default template for new Assets or when an Asset is changed to this type</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">The asset template set here will be automatically applied when assets are created with or changed to this type.</td></tr><tr><td style="width: 33.3333%;">Allow Assets of this type to have meters</td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;">When enabled, assets of this type will be able to have <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2662/" id="isPasted" target="_blank" rel="noopener noreferrer">meter readings</a> stored against them for tracking and billing purposes. The asset can then be associated with a recurring invoice line to have the line price calculated based on these meters.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="is_service">Is Service</td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;">Sets the Asset Type as a Service, and automatically sets &quot;Is Business Application&quot; to &quot;No&quot;.</td></tr><tr><td style="width: 33.3333%;" id="is_businessapp">Is Business Application</td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;"><p id="isPasted">Sets the Asset Type as a Business Application, and automatically sets &quot;Is Service&quot; to &quot;No&quot;.</p></td></tr><tr><td style="width: 33.3333%;" id="is_businessapp_instance">Is Business Application Instance</td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;"><p id="isPasted">Sets the Asset Type as a Business Application Instance, so it can be linked to Business Applications.</p></td></tr><tr><td style="width: 33.3333%;" id="is_portfolio">Is Portfolio</td><td style="width: 12.4254%;">Checkbox</td><td style="width: 54.2413%;">Sets the Asset Type as a Portfolio, so it can be added to the &quot;Owning Portfolio&quot; Field to group Business Services.</td></tr><tr><td style="width: 33.3333%;" id="service_category_id">Service Category</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;"><strong>(&quot;Is Business Application&quot; enabled)</strong> Sets the Service Category the linked Service is under.</td></tr><tr><td style="width: 33.3333%;" id="services">Related Service Catalogue</td><td style="width: 12.4254%;">Multi Select</td><td style="width: 54.2413%;">The services chosen here will be tied to assets of this type by default, meaning that any new asset of this type will have this service related to it.</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="owning_service">Owning Service</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;">Shows the relationship between Assets on the Asset dependency diagram.</td></tr><tr><td style="width: 33.3333%;" id="user_matching_integrations">Integrations to allow User matching<br></td><td style="width: 12.4254%;">Multi Select</td><td style="width: 54.2413%;"><strong>(v2.232+)</strong> Only available when the Virima and/or the Halo Asset Discovery integration(s) is enabled. This allows you to enable user matching when assets of this type are imported/updated via a sync from one of these integrations. For this to work the setting &quot;Allow User matching&quot; must be disabled for the integration (within the integration setup module in Halo), then you can choose which asset types user matching is enabled for using this setting. Only asset types that have the integration selected in this setting will be matched to users following a sync from the integration. For more information see the dedicated integration setup guide (for Halo Asset Discovery/Virima).&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="primary_instance_type">Automatically create a primary instance</td><td style="width: 12.4254%;">Single Select</td><td style="width: 54.2413%;"><strong>(&quot;Is Business Application&quot; enabled)&nbsp;</strong>The &quot;Business Application Instance&quot; Asset Type set here will be automatically created when a &quot;Business Application&quot; is.</td></tr></tbody></table><p><br></p><p><strong><u>Field List</u></strong></p><p><br></p><p>Fields added to this list will be available on assets of this type. Three of these can be marked as Key Fields, which will be displayed in lists of these Assets. Their visibility can also be configured here.</p><p><br></p><p><strong><u>Layout</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: 12.8499%; 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: 53.8902%; 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="businessowner_visibility">Tab Layout</td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here, a choice can be made between using a default Tab Layout for this Asset Type, or a custom one. The custom one can be configured once selected, certain tabs can be hidden from view. Custom Tabs of entity: Asset will show in this list of tabs, allowing you to decide the order of the tabs and the visibility of tabs.</td></tr><tr><td style="width: 33.3333%;" id="technicalowner_visibility">System field visibility</td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">These fields will be used to determine who can view certain fields against this Asset Type. Their requirements can also be set here. Below is the visibility of the other fields such as technical owner, priority, dependencies, etc...</td></tr><tr><td style="width: 33.3333%;" id="sla_visibility">Business Owner<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Business owner field.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="priority_visibility"><p id="isPasted">Technical Owner</p></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Technical owner field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="status_visibility"><p id="isPasted">Service Level Agreement</p></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Service Level Agreement field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="services_visibility">Priority<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Priority field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="dependencies_visibility">Status<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Status field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="field_restrictions">Related Service Catalogue<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Related Service Catalogue.<br></td></tr><tr><td style="width: 33.3333%;" id="field_restrictions">Dependencies<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Dependencies field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="notes_visibility">Notes<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Notes field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="licence_visibility">Licences<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Licences field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="criticality_visibility"><p id="isPasted">Criticality</p></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can set the system field visibility for the Criticality field.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="diagramfield1">1st Dependency Diagram Field<br></td><td style="width: 12.8499%;">Single Select</td><td style="width: 53.8902%; text-align: left;">Here you can choose which asset field will show first when assets of this type are on dependency diagrams.&nbsp;</td></tr><tr><td style="width: 33.3333%;"><p id="diagramfield2">2nd Dependency Diagram Field</p></td><td style="width: 12.8499%;"><p id="isPasted">Single Select<span style="white-space:pre;" id="isPasted">&nbsp; &nbsp;</span></p></td><td style="width: 53.8902%; text-align: left;">Here you can choose which asset field will show second when assets of this type are on dependency diagrams.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;"><p id="diagramfield3">3rd Dependency Diagram Field</p></td><td style="width: 12.8499%;">Single Select<span style="white-space:pre;" id="isPasted">&nbsp;</span><br></td><td style="width: 53.8902%; text-align: left;"><p id="isPasted">Here you can choose which asset field will show third when assets of this type are on dependency diagrams.&nbsp;</p></td></tr></tbody></table><p><u><strong>Documents</strong></u></p><p><br></p><p>Documents uploaded to this area will be attached to Assets of this type.</p><p><br></p><p><strong><u>Contract Settings</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: 12.5206%; 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: 54.1461%; 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="weeklycost">Default Contract Costs</td><td style="width: 12.5206%;">Integer</td><td style="width: 54.1461%; text-align: left;">Costs entered in these fields will be set as defaults for the periodic charge for Assets of this type. These can be overridden per Asset or even upon adding them to Invoices.&nbsp;</td></tr><tr><td style="width: 33.3333%;">Accounts Details</td><td style="width: 12.5206%;">Free Text</td><td style="width: 54.1461%; text-align: left;">The Item Codes entered here will be used to identify this Asset Type in Sales, Purchases, and Invoice scenarios respectively.</td></tr></tbody></table><p><u><strong>Resource Booking</strong></u></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: 12.4507%; 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: 54.2894%; 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="enableresourcebooking">Enable Resource Booking</td><td style="width: 12.4507%;">Checkbox</td><td style="width: 54.2894%; text-align: left;">When checked, additional fields will open up for the configuration of booking this Asset Type.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_workdays_id">Resource Booking Hours</td><td style="width: 12.4507%;">Single Select</td><td style="width: 54.2894%; text-align: left;">The working hours selected here will be used as the available times that Assets of this type can be booked inside.</td></tr><tr><td style="width: 33.3333%;" id="bookingtypes">Booking Types</td><td style="width: 12.4507%;">Table</td><td style="width: 54.2894%; text-align: left;">Booking Types added to this table will be available when booking Assets of this type. These consist of a booking duration, buffer periods for between bookings, and descriptive fields like a Name and a message.</td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_allow_asset_selection">Allow selection of an available Asset/resource<br></td><td style="width: 12.4507%;">Checkbox</td><td style="width: 54.2894%; text-align: left;">When checked, the ability to select a particular Asset or resource will be made available. If not, a random asset or resource will be assigned automatically.</td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_site_selection_type">Site Selection Type</td><td style="width: 12.4507%;">Single Select</td><td style="width: 54.2894%; text-align: left;">When &quot;Select from all Sites&quot; is selected, the option to restrict assets will not be visible. If No is selected, Asset restrictions become available.</td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_asset_restriction_type">Asset Restrictions</td><td style="width: 12.4507%;">Single Select</td><td style="width: 54.2894%; text-align: left;">The selection made here will determine which Assets can be booked of this Type, the option to<p>Choose from available Assets at the Users Customer, there is also &quot;Choose from all available assets or choose from available assets at the users site.</p></td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_min_hours_advance">Minimum hours in advance to allow booking<br></td><td style="width: 12.4507%;">Integer</td><td style="width: 54.2894%; text-align: left;">The value entered here will be how many hours in advance that Assets of this type will need to be booked from.</td></tr><tr><td style="width: 33.3333%;" id="resourcebooking_max_days_advance">Maximum days in advance to allow booking<br></td><td style="width: 12.4507%;">Integer</td><td style="width: 54.2894%; text-align: left;">The value entered here will be the limit of how many days in advance you can book Assets of this type.</td></tr></tbody></table><p id="xtype_roles"><strong><u>Roles</u></strong></p><p>Asset types have a tab for &quot;Roles&quot;, the Table can be added to for their to be roles to choose from. These roles can be selected when configuring asset user relationships. For example if you add a user to the relationships tab of an asset, then right click on that user relationship and go to &quot;Edit relationship&quot;, you can add to the drop down called &quot;Choose the roles between User and Asset&quot;. <strong>NB:</strong><strong>&nbsp;This is not a feature our customers tend to use, very niche.</strong></p><p><br></p><p><strong><u>Allowed Statuses</u></strong></p><table class="styled-table grid" style="width: 100%; height: 511px;"><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: 12.5206%; 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: 54.1461%; 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="allowall_status">Allow All Values</td><td style="width: 12.5206%;">Checkbox</td><td style="width: 54.1461%; text-align: left;">When checked, Assets of this type can have any Asset Status at all. If not, then a list will appear for selecting which Statuses are available.</td></tr><tr><td style="width: 33.3333%;" id="allowed_status">Allowed Statuses</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;">Any Asset Statuses listed here will be available for assigning to Assets of this type.</td></tr><tr><td style="width: 33.3333%;" id="allowall_custombuttons">Allow All Values</td><td style="width: 12.5206%;">Checkbox<br></td><td style="width: 54.1461%; text-align: left;">When checked, Assets of this type will show all asset custom buttons. If not, then a list will appear for selecting which buttons are available.<br></td></tr><tr><td style="width: 33.3333%;" id="allowed_custombuttons">Allowed Custom Buttons</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;">Any Asset custom buttons listed here will be available for assigning to Assets of this type.<br></td></tr><tr><td style="width: 33.3333%;"><p data-pasted="true" id="disable_upstream">Disable Upstream Relationships</p></td><td style="width: 12.5206%;">Checkbox<br></td><td style="width: 54.1461%; text-align: left;">When enabled this prevent the adding of any upstream relationships to the assets of that type. Enabling this will also prevent the selection of assets of this type when adding downstream relationships to other assets.</td></tr><tr><td style="width: 33.3333%;" id="upstream_relationship_restrictions">Allowed Upstream Relationships</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;"><p id="isPasted">Sets which Asset Types can have upstream relationships with this Asset Type. If no restrictions added, all relationships will be allowed.</p></td></tr><tr style="height: 47px;"><td style="width: 33.3333%;"><p data-pasted="true" id="disable_downstream">Disable Downstream Relationships</p></td><td style="width: 12.5206%;">Checkbox<br></td><td style="width: 54.1461%; text-align: left;">When enabled this prevent the adding of any downstream relationships to the assets of that type. Enabling this will also prevent the selection of assets of this type when adding upstream relationships to other assets.<br></td></tr><tr><td style="width: 33.3333%;" id="downstream_relationship_restrictions">Allowed Downstream Relationships</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;"><p id="isPasted">Sets which Asset Types can have downstream relationships with this Asset Type. If no restrictions added, all relationships will be allowed.</p></td></tr></tbody></table>

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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; } 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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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: 18.9551%; 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: 47.774%; 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="expensetypes">View/Edit Expense Types</td><td style="width: 18.9551%;">Button</td><td style="width: 47.774%; text-align: left;">This opens up the Lookup Codes menu for creating Expense Types. These are simply descriptive for now, and as such only have a name. When this module is enabled, there will be a new table to add expenses to within the billing tab of tickets.<br></td></tr><tr><td style="width: 33.3333%;">Enable Expense Reviews</td><td style="width: 18.9551%;">Checkbox</td><td style="width: 47.774%; text-align: left;">When enabled, similarly to labour, expense entries can be reviewed before allowing an invoice to be raised for them. This will show as another area of awaiting review in the invoices module. Expenses can be reviewed and when they are they will show in ready for invoicing.&nbsp;<br></td></tr></tbody></table>

<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 id="isPasted">Configuration &gt; Tickets &gt; Actions</strong></p><p><strong id="isPasted">Configuration &gt; Sales &gt; Actions</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/halopsa/guides/1921/" rel="noopener noreferrer" target="_blank"><strong>Actions</strong></a></li><li style="font-size: 11pt;"><a href="https://usehalo.com/halopsa/guides/1943/" rel="noopener noreferrer" target="_blank"><strong>Actions - System Uses</strong></a></li></ul></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><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; } 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; } 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><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> <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; } 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 id="isPasted"><span style="font-size: 11pt;">If certain Actions are not appearing on your Tickets as you expect, check the following things to make sure that the configuration of the action has been set up correctly:</span></p><p><span style="font-size: 11pt;"><br></span></p><ol><li style="font-size: 11pt;">If there is a workflow set, does the action appear in the current step of the workflow</li><li style="font-size: 11pt;">Does the ticket type allow for this action &#39;Allowed Values&#39; Tab</li><li style="font-size: 11pt;">What is set for the &#39;Action Configuration Access Type&#39; setting on this action</li></ol><p><br></p><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%; height: 6568px;"><tbody><tr><td style="width: 33.3734%; 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: 14.5936%; 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: 51.9996%; 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 style="width: 33.3734%;" id="outcome"><p data-pasted="true">Name</p></td><td style="width: 14.5936%;">Free Text<br></td><td style="width: 51.9996%; text-align: left;">This name displays in the Action Configuration columns to allow you to identify the action.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="outcome">Outcome Description</td><td style="width: 14.5936%;">Free Text<br></td><td style="width: 51.9996%; text-align: left;">Once the Action has been performed, this is what will be presented in the Action list within a Ticket.</td></tr><tr><td style="width: 33.3734%;" id="sequence">Sequence in lists</td><td style="width: 14.5936%;">Integer</td><td style="width: 51.9996%; text-align: left;">Determines where this Action button is presented in the list of Action buttons. As buttons are ordered left to right, a lower sequence number yields Action buttons appearing more to the left.</td></tr><tr><td style="width: 33.3734%;" id="buttonname">Button Name</td><td style="width: 14.5936%;">Free Text</td><td style="width: 51.9996%; text-align: left;">Determines the Action button name.</td></tr><tr><td style="width: 33.3734%;" id="icon">Button Icon</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Determines the Action button icon.</td></tr><tr><td style="width: 33.3734%;" id="">Action Colour</td><td style="width: 14.5936%;">Hex Code</td><td style="width: 51.9996%;">The colour chosen here will be the colour associated with the Action button atop the Ticket screen.</td></tr><tr><td style="width: 33.3734%;" id="hidden">Action button is visible</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When unchecked, the Action will not be available for Agents to use - effectively rendering the Action &#39;inactive&#39; without deleting associated config.</td></tr><tr><td style="width: 33.3734%;" id="actionvisibility">Action is visible outside of Workflows</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When unchecked, the Action must be present within a Workflow (&amp; the Workflow applied to the Ticket) in order for the Action to be visible on said Ticket.</td></tr><tr><td style="width: 33.3734%;" id="config_type">Action Configuration Access Type</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Two options can be chosen, <strong>Generic Action</strong>: Can be added to any workflow, but configuration access for this action will not be inherited from the workflow. The other option is a <strong>Workflow-Specific Action:&nbsp;</strong>Can only be added to a workflow by Agents that can access this action, but configuration access for this action will be inherited from the workflow.</td></tr><tr><td style="width: 33.3734%;" id="hide_header_button">Hide from Ticket header</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When unchecked, the Action will be removed from the screen. This means Agents cannot use it within the UI, although it will still be available for use within the API. This is primarily used if API Agents trigger Actions you do not want your Agents using.</td></tr><tr><td style="width: 33.3734%;" id="allow_action_when_account_stopped"><p>Show Action when account status is stopped</p></td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">If using &quot;Hide Actions on Tickets for Stopped Customers/Sites&quot; in Configuration &gt; Tickets &gt; General Settings, you can override specific Actions to still show when a Customer&#39;s &quot;Account Status&quot; is set to &quot;Stopped&quot;.</td></tr><tr><td style="width: 33.3734%;" id="actiongroup">Action Group</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">If set, the action can be added to an action group to display in a folder-like format within a ticket. For more information on configuring action groups, check out the &quot;<a href="https://usehalo.com/haloitsm/guides/1921" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a>&quot; guide.</td></tr><tr><td style="width: 33.3734%;" id="systemid">System Use</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">The selection made here will determine the action settings which are displayed.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="createchildticketortemplate">Choose to use a specific Ticket Type or Template for the new Ticket.</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when a Ticket use i.e. &quot;Create Opportunity&quot; is selected from the system use dropdown</strong>&nbsp;<br>This allows the choice of how the new ticket is structured; it can either inherit the original ticket&#39;s, or it can be chosen from any ticket types or templates that have been set up previously.</td></tr><tr><td style="width: 33.3734%;" id="child_ticket_type_id">Ticket Type / Template</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when the system use of the action is set to create a new ticket</strong><br>Depending on the above selection, this will set the default Ticket Type or Template with which to structure the new ticket.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="parentdefaultuser">Default User of Parent Ticket</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>The selection made here will determine a default User to be set on the Parent ticket this can be any User, or just the same User as the original Ticket&#39;s.</td></tr><tr><td style="width: 33.3734%;" id="hide_user_select">Hide the User details when logging ticket</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>When checked, user details will be hidden when logging, and the agent creating the ticket will be defaulted as the end-user. This can be useful if agents are logging internal tasks to other teams.</td></tr><tr><td style="width: 33.3734%;" id="new_ticket_default_user_type">New Ticket User</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when the system use of the action is set to create a new ticket</strong><br>Here, you can choose who the default end user of the new ticket created by this action will be. If &#39;Use Global Setting&#39; is selected the user will be based on the global setting &quot;<a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1341#default_site" data-pasted="true">Default Customer/Site for New Tickets</a>&quot;. Unless the global setting &quot;<a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1341#newchilduserisagent" data-pasted="true">When creating a Child Ticket, set the user to the Agent creating</a>&quot; is enabled, in which case the agent will be set to be the end user of the ticket.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="hidetickettypeselection"><p id="isPasted">Hide the Ticket Type selection on new Ticket screen</p></td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>When checked, the ticket type selection dropdown will not be visible. Agents will not be able to choose the type of ticket that is logged using this action. The ticket type that is logged will be determined by the &#39;Ticket Type&#39; field.</td></tr><tr><td style="width: 33.3734%;" id="newsummaryfromsource">Default summary on new Ticket is summary of source Ticket</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>When checked, the Summary of the new ticket will be inherited from the original.</td></tr><tr><td style="width: 33.3734%;" id="newdetailsfromsource">Default details on new Ticket is details of source Ticket</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>When checked, the Details of the new ticket will be inherited from the original.</td></tr><tr><td style="width: 33.3734%;" id="setdetailsfromnewticket">Set note equal to the details of the new Ticket</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>When checked, the ticket details added to the note sent to the new ticket, will be the same note given to the i.e. &quot;Create Opportunity&quot; action on the original ticket.</td></tr><tr><td style="width: 33.3734%;" id="parentdefaultuser">Default User of Parent Ticket</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong id="isPasted">Available when the system use of the action is set to create a new ticket</strong><br>The selection made here will determine a default User to be set on the Parent ticket, should the System Use of &quot;Create Parent Ticket&quot; be selected. This can be any User, or just the same User as the original Ticket&#39;s.</td></tr><tr><td style="width: 33.3734%;" id="action_item_to_issue">Product</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when &quot;Issue Products&quot; is selected from the system use dropdown.&nbsp;</strong>This will allow you to choose whether when using this action the agent can select a product to issue, or if only a specified product will be issued.</td></tr><tr><td style="width: 33.3734%;" id="default_linkedticket_status"><p id="isPasted">Child Status After Action</p></td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when &quot;Add note to Child Ticket(s)&quot; is selected from the system use dropdown.</strong> Here, you can choose what status the child ticket(s) will have after this action is used on the parent ticket.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="related_note_visibility"><p id="isPasted">Child Action visibility&nbsp;</p></td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><strong>Available when &quot;Add note to Child Ticket(s)&quot; is selected from the system use dropdown.</strong><strong style="box-sizing: inherit; font-weight: 700; 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; 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">&nbsp;</strong>Here, choose whether the note that is added to the child ticket(s) is visible to end users or not. This allows you to have the action against the parent ticket visible to users, but the note on the child ticket(s) not, or vice versa.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="showevenifnochild"><p id="isPasted">Show this Action even when there are no child Tickets</p></td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong>Available when &quot;Add note to Child Ticket(s)&quot; is selected from the system use dropdown.</strong> When unchecked, this action will not appear against tickets if the ticket has no child tickets. When checked, it will still appear, the action can be used but as there are no child tickets, no notes will be added to any child tickets, only to the parent.</td></tr><tr><td style="width: 33.3734%;" id="is_response_on_child">Treat as SLA Response</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong>Available when &quot;Add note to Child Ticket(s)&quot; is selected from the system use dropdown.</strong> When checked, the note that gets added to the child ticket(s) will count as a response, for the SLA response target of the child ticket(s). If unchecked, the note will not count as a response.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="apptcompletetimetype">Default Completion Duration</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong data-pasted="true">Available when &quot;Complete Appointment/Task&quot; or &quot;Complete all Appointments/Tasks&quot; is selected from the system use dropdown.&nbsp;</strong>This dropdown allows you to decide if the duration of the Appointment/Task is taken from the time spent on the action or the length of the appointment itself. For more information see our guide on <a href="https://usehalo.com/halopsa/guides/1943" target="_blank" rel="noopener noreferrer">Actions: System Uses</a>.</td></tr><tr><td style="width: 33.3734%;" id="show_to_user">Allow Users to use this action</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this Action will be available for end-users to perform on a Ticket via the Self-Service Portal.</td></tr><tr><td style="width: 33.3734%;" id="allow_user_attachments">Allow Users to add attachments</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will allow Users to attach files along with the Action.</td></tr><tr><td style="width: 33.3734%;" id="hide_portal_button">Hide Action button on the User Portal</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">Only available when &quot;Allow Users to use this action&quot; is enabled. When checked, this action will not be available as a button to users in the portal. Users will only be able to use this action when an agent sends them a link to complete the action. Agents can send users a link to complete an action (form)in the portal using the $-LINKTOUSERACTION{id} variable. Useful when you would like to send users forms to complete at certain stages of the ticket.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="dontshowscreen">Is a Quick Action</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">The quick action setting, when selected, will mean actions are automatically performed when clicked, there is no input boxes, it will automatically do the action.<br>When this checkbox is selected, the &#39;Action Preview Screen&#39; is bypassed &amp; only the Action&#39;s defaults are applied.<br><em><strong>NB:</strong> The Action Preview Screen is where you add notes to a Ticket from an Action etc. The list of available config options on an action are limited when the quick action is selected, so many will disappear.</em></td></tr><tr><td style="width: 33.3734%;" id="add_note_to_parent">Add note to Parent Ticket</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><p>When enabled, a note can be added to the parent ticket from this action without using the system use. This enables the system use to be used for an additional purpose.</p><p><br></p><p id="isPasted">Enabling this will disable the following systems uses for this action:&nbsp;</p><p><br></p><ul><li id="isPasted">Add note to Child Ticket(s)</li><li>Email Child Ticket(s)</li><li>Add note to Parent Ticket</li><li>Update Original Ticket</li><li>Start Journey</li><li>Add note to Related Ticket</li></ul></td></tr><tr><td style="width: 33.3734%;" id="newstatus">Status After Action</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Determines the Ticket&#39;s status after the Action has been performed</td></tr><tr><td style="width: 33.3734%;" id="hidesendemail">Show the &quot;Send Email&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, you will find an envelope icon in the top RHS of the Action preview screen which can be toggled to enable/disable the sending of an email.</td></tr><tr><td style="width: 33.3734%;" id="hidesendsms">Show the &quot;Send SMS&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will allow the Action to send an SMS to a designated number which can be set upon actioning.</td></tr><tr><td style="width: 33.3734%;" id="showhidecheckbox">Show the &#39;Send a WhatsApp Message&#39; toggle</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will allow the Action to send a WhatsApp message to a designated WhatsApp user / number upon actioning. Only applicable when using the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1664" id="isPasted" target="_blank" rel="noopener noreferrer">Twilio for WhatsApp Business Integration</a>.</td></tr><tr><td style="width: 33.3734%;" id="showslacheckbox">Show the &quot;Hide from User&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, a &#39;crossed out eye&#39; icon will appear on the Action preview screen (next to the &#39;dismiss&#39; button). Clicking the icon will allow the toggling of end-user visibility of this Action when an end-user views the Action via the Self-Service Portal.</td></tr><tr><td style="width: 33.3734%;" id='hidecloserequest""'>Show the &quot;SLA Hold/Release&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, a &#39;pause&#39; icon will appear on the Action preview screen (next to the &#39;dismiss&#39; button). Clicking the icon will allow you to determine whether or not the pause the SLA timer once completing this Action.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="showslacheckbox_mandatory">SLA Hold Auto-Release date must be set</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will force an SLA Hold Auto-Release date to be entered, before submitting this Action should this action be placing the Ticket on SLA Hold.</td></tr><tr><td style="width: 33.3734%;" id="hidecloserequest"><p id="isPasted">Show the &quot;Close Ticket&quot; option</p></td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, a &#39;tick&#39; icon will appear on the Action preview screen (next to the &#39;dismiss&#39; button). &nbsp;Clicking this icon will toggle whether or not you are closing the Ticket upon completing this Action.</td></tr><tr><td style="width: 33.3734%;" id="showimportantcheckbox">Show the &quot;Mark as Important&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, a &#39;star&#39; icon will appear on the Action preview screen (next to the &#39;dismiss&#39; button). Clicking this icon will allow you to mark this Action as important.</td></tr><tr><td style="width: 33.3734%;" id="showfollowcheckbox">Show the &quot;Follow this Ticket&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, an &#39;eye&#39; icon will appear on the Action preview screen (next to the &#39;dismiss&#39; button). Clicking this icon will allow you to mark yourself as a follower of the Ticket upon completing the Action.</td></tr><tr><td style="width: 33.3734%;" id="showsendsurvey">Show the &quot;Send Survey&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will allow the option to send a Survey along with the Action to the User.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="translate_before_sending">Show the &quot;Translate (into users language)&quot; option</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When enabled, a toggle to translate via Azure AI Translator will show on the action.</td></tr><tr><td style="width: 33.3734%;" id="can_edit_closed_tickets">Can always edit closed Tickets</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, the action can be used on closed tickets regardless of the agent permission &quot;Can edit closed Tickets&quot;.</td></tr><tr><td style="width: 33.3734%;" id="update_dynamic_email_list">Update Dynamic Email List</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this will cause any Emails added to the TO, CC, or BCC lists to be added to the email recipient list.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="show_email_fields">Show Email Fields</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, if you are sending an email from an Action, relevant email fields will be displayed in the Action preview screen (To/CC, email subject etc..)</td></tr><tr><td style="width: 33.3734%;" id="email_editing">Default Email To and Cc address editing</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Sets whether agents can edit the email address used for an action, and if so, whether they have to be known or can be any.</td></tr><tr><td style="width: 33.3734%;" id="replytype">Default Email To and Cc address behaviour</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">This selection dictates how the To and Cc email addresses will populate by default when this Action is used.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="respondtype">Response Behaviour</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">The selection made here will decide whether this Action is regarded as a response to the Ticket. Should it be enabled, the Action will set the Ticket&#39;s SLA Response time.</td></tr><tr><td style="width: 33.3734%;" id="workflow_id">Start a new Workflow</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">If one of your Workflows are selected in this field, then upon completing the Action the Ticket&#39;s Workflow will be updated to whatever has been selected here.</td></tr><tr><td style="width: 33.3734%;" id="workflow_step_id">Step to start workflow on</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">If the action is configured to start a new workflow (set above) you can select which step the workflow will start on. This overrides the starting workflow step.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="approval_process_id">Start an Approval Process</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">If one of your Approval Processes are selected here, then upon completing this Action the selected Approval Process will be triggered.</td></tr><tr><td style="width: 33.3734%;" id="todo_template_id">Add a To-Do list from a Template</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">If one of your To-Do lists is selected here, then that To-Do list will be added to the Ticket upon completing the Action.</td></tr><tr><td style="width: 33.3734%;" id="callscreencallscript">Call Script to automatically run on the Call screen</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">The Call Script selected here will be the script used should a call be started with this Action.</td></tr><tr><td style="width: 33.3734%;" id="logtimeunits">Time entry units</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Determines whether to log time in hours or days - also provides the option to inherit this option from the Ticket Type.</td></tr><tr><td style="width: 33.3734%;" id="show_on_parent">Visibility on Parent Tickets</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Choose to show or not show this action on the parent tickets of the current ticket</td></tr><tr><td style="width: 33.3734%;" id="show_on_child">Visibility on Child Tickets</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Choose to show or not show this action on the child tickets of the current ticket</td></tr><tr><td style="width: 33.3734%;" id="addactionstolinked">When this Action is added to a Parent Ticket by an Agent, also add to all Child Tickets</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Controls whether this action is added to all child tickets when it is logged on a parent ticket. If set to ask each time a popup will appear to agents each time they use this action on parent tickets to ask if they would also like it to be added to the children. This is limited to adding the action to 100 child tickets. The global default is set with the setting of the same name in Configuration &gt; Tickets &gt; General Settings &gt; Parent and Child Ticket Settings. From v2.238+ the limit to the number of child tickets actions can be added to will increase from 100 to 500.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="skip_pending_closure">Skip closure procedures</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, any End-User Closure Confirmation procedures set up in Tickets General Settings will be skipped, and the ticket will be marked as closed right away.</td></tr><tr><td style="width: 33.3734%;" id="assetsearchtext">Default Asset search text</td><td style="width: 14.5936%;">Free Text</td><td style="width: 51.9996%;">The text entered here will be used as a default search when looking for Assets from this action. This is if you are adding an asset via the action, which can be configured for this action by adding the asset field to the field list of the action. Then when you click on the add asset and search for assets when using this action, the default text in the search bar will be what is populated in this free text box. This can be overridden by editing the search bar when adding assets from this action.</td></tr><tr><td style="width: 33.3734%;" id="action_resets_response">Reset the response target</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, this action will reset the Response Target, meaning that the response SLA on that ticket will act as if the ticket has been freshly logged, and set to a point further in the future, corresponding to the assigned SLA&#39;s settings.</td></tr><tr><td style="width: 33.3734%;" id="showattachmentstouser">Attachments added by agents are visible by default</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, any attachments added to Tickets via this Action will be marked as Visible To End-Users by default. This can then be reverted on the Attachments tab once the Action has been submitted.</td></tr><tr><td style="width: 33.3734%;" id="showautorelease">Enable auto release prompts</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, the SLA Auto Release prompts will be visible when actioning. These will ask whether you would like to set an SLA Auto Release should the Action be placing the Ticket on SLA Hold.</td></tr><tr><td style="width: 33.3734%;" id="minattachments">Minimum number of attachments that must be attached to submit Action</td><td style="width: 14.5936%;">Integer</td><td style="width: 51.9996%;">Should any number other than 0 be put here, the Action will not be able to be sent unless that amount of Attachments is met. This is often used on Actions that are aligned with submitting forms, etc..</td></tr><tr><td style="width: 33.3734%;" id="show_when_locked">Allow this action to be used even when Ticket/Project is locked</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, even if the Ticket or Project being actioned on is locked, you will still be able to use this Action.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="submitlabeloverride">Submit button label override</td><td style="width: 14.5936%;">Free Text</td><td style="width: 51.9996%;">The text here will be used instead of &quot;Submit&quot; for the button to complete the Action.</td></tr><tr><td style="width: 33.3734%;" id="">New action screen display mode</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">This can be left as the default, or you can instead set it to modal, if set to modal, when the action is clicked from the ticket screen, a modal window will take over the screen instead of the action just appearing at the top of the ticket details list.</td></tr><tr><td style="width: 33.3734%;" id="do_not_allow_with_open_appointments">Do not allow this action to be used when there are open appointments in the past</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">As this setting explains, if an appointment has not been completed and the date set for it is in the past, then the action will not be shown in the tickets list of actions.</td></tr><tr><td style="width: 33.3734%;" id="hide_user_visibility_toggle">Hide the User visibility toggle</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, agents will not be able to toggle the end user visibility of this action within the ticket.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="download_all_attachments">Download all Ticket attachments when this Action is used</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;"><strong><em>This option will only show if the action is hidden from the end user, and is a quick action.<br></em></strong><br>When enabled, all attachments on the Ticket will be downloaded when the Action is used.</td></tr><tr><td style="width: 33.3734%;" id="">Modal window width</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">decide how much width of the screen the modal window takes up, options are: small, medium, large.</td></tr><tr><td style="width: 33.3734%;" id="pdftemplate_id">Attach Ticket PDF Report</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">The choice made here will determine if a Ticket PDF report is attached to the Action, and if so, which template will be used.</td></tr><tr><td style="width: 33.3734%;" id="reportid">Run Report</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;">Should a report be chosen from this list, it will be executed at the time of initially logging the Action.</td></tr><tr><td style="width: 33.3734%;" id="">Attach Report PDF</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen)</td></tr><tr><td style="width: 33.3734%;" id="">Attach Report XLS</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen)</td></tr><tr><td style="width: 33.3734%;" id="">Attach Report CSV</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen)</td></tr><tr><td style="width: 33.3734%;" id="">Attach Report JSON</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When checked, if the above report is ran, it will then be attached to the Action in this format. (Multiple formats can be chosen)</td></tr><tr><td style="width: 33.3734%;" id="ai_operation">OpenAI: Operation</td><td style="width: 14.5936%;">Single Select</td><td style="width: 51.9996%;"><p id="isPasted"><strong>Generate User Response:</strong></p><p>Use the System Message to set the behaviour of the AI. The conversation with the user will be sent and the AI will generate a response. If triggered by a Agent application, the Agent can modify the response before saving the action.</p><p><br></p><p id="isPasted"><strong>Improve Agent Note:</strong></p><p>Send some instructions to the OpenAI API and the action note will be changed to the response before the email preview is shown or action is saved. $-variables can be used here. e.g. Spelling and grammar corrections for a note which an Agent writes.</p></td></tr><tr><td style="width: 33.3734%;" id="ai_model">Azure OpenAI Deployment</td><td style="width: 14.5936%;"><br></td><td style="width: 51.9996%;">leave as gpt-3.5-turbo Checkout the <a href="https://usehalo.com/haloitsm/guides/1667" rel="noopener noreferrer" target="_blank">OpenAI Integration</a></td></tr><tr><td style="width: 33.3734%;" id="ai_prompt">System Message</td><td style="width: 14.5936%;">Memo</td><td style="width: 51.9996%;">This is a large text box where you can give OpenAI a prompt for how you want to respond to people on this action.&nbsp;<br>Example: You are a friendly chat bot that replies to HTML emails in HTML.</td></tr><tr><td style="width: 33.3734%;" id="ai_preview">Preview the OpenA response before saving the action</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">Check to make sure the response is correct before sending it to a customer.<strong>&nbsp;</strong>When this setting is on, there will be a symbol in the rich text options, which you can click to preview the OpenAI response. Checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1667" id="isPasted" target="_blank" rel="noopener noreferrer">Open AI Integration</a> for more information.&nbsp;</td></tr><tr><td style="width: 33.3734%;" id="ai_improve_agent_note_default_on">Improve Agent Note is on by default</td><td style="width: 14.5936%;">Checkbox</td><td style="width: 51.9996%;">When selected, the agent will see the AI alteration on the email preview screen, this option is good if you want the OpenAI response to pull through after the save button is clicked on the action. You can also set the default preview of actions in Configuration &gt; Email, check out this guide for more details: <a href="https://usehalo.com/haloitsm/guides/2123" rel="noopener noreferrer" target="_blank"><strong>OpenAI Integration</strong></a>.&nbsp;</td></tr></tbody></table><p><span style="font-size: 14pt;"><strong>Defaults</strong></span></p><table class="styled-table grid" style="width: 100%; height: 3591px;"><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: 14.6481%; 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: 51.934%; 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="defaultcommunicationmethod">Default communication method</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%; text-align: left;">The selection made here will determine the default communication method that is selected when first selecting this Action. There are choices to use the same option as the last communication with that User, to use the Action&#39;s configuration set up below, or to default to any present methods.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="sendemail">Send an Email</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%; text-align: left;">Determines whether or not an email will be sent from this Action by default.<br><em>NB: enabling the &#39;Show send email&#39; option (described above) will allow you to enable/disable per action, with the defaulted option based on this field</em></td></tr><tr><td style="width: 33.3333%;" id="sendsms">Send an SMS</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%; text-align: left;"><p id="isPasted">Determines whether or not an SMS will be sent from this Action by default.</p><p><br></p><p>NB: enabling the &#39;Show send SMS&#39; option (described above) will allow you to enable/disable per action, with the defaulted option based on this field</p></td></tr><tr><td style="width: 33.3333%;" id="sendsurvey">Send Satisfaction Survey</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%; text-align: left;"><p>A Satisfaction Survey $ variable must be present in the email template for a Survey to be sent. This is $-SATISFACTIONWEBLINKTEXT</p><p><br></p><p>Alternatively, you can checkbox on the setting in surveys &quot;Send the survey whenever the variable is used in a template&quot; which will override the Send Survey toggle at action level, all that is required is to put the dollar variable <span id="isPasted" style="color: rgb(33, 37, 41); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">$-SATISFACTIONWEBLINKTEXT onto the email template</span>.</p></td></tr><tr><td style="width: 33.3333%;" id="hidefromuser">Hide from User</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%; text-align: left;">Determines whether or not this Action is visible to end-users when viewing Tickets via the Self-Service Portal.<br><em>NB: end-user visibility of Actions can be toggled based on the option described above: &#39;Show the hide from User option&#39;. The default for whether or not the Action is visible is based on this option.&nbsp;</em></td></tr><tr><td style="width: 33.3333%;" id="hideactionfromcandi">Hide Action from Conversation &amp; Internal</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">There are several different views for a ticket&#39;s History (what you see on the Progress tab for a Ticket). One of these options includes &#39;Conversation &amp; Internal&#39;. Checking this box will not return the Action in the &#39;Conversation &amp; Internal&#39; views - primarily used for Actions which do not need to be visible at a glance.</td></tr><tr><td style="width: 33.3333%;" id="slaholdischecked">Put on SLA Hold (if applicable)</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, performing this Action will pause the SLA timer.<br><em>NB: This will be overridden by the SLA Hold Behaviour of a Ticket&#39;s Status, if applicable.</em></td></tr><tr><td style="width: 33.3333%;" id="slareleaseischecked">Release from SLA Hold (if applicable)</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, performing this Action will resume the SLA timer.<br><em>NB: This will be overridden by the SLA Hold Behaviour of a Ticket&#39;s Status, if applicable.</em></td></tr><tr><td style="width: 33.3333%;" id="emailasimportant">Mark email as high priority</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, this will have the email the action sends out marked as important by default. Marking an email as important against the action in Halo will result in the user receiving the email with a &#39;high importance&#39; mark within their inbox. This works for all mailbox types.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="excludefromemailthreading">Exclude from Email Threading</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, the email this action sends will be excluded from any open email threads. This email will be sent standalone rather than within the open thread (chain). This works in conjunction with our <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2409/" id="isPasted" target="_blank" rel="noopener noreferrer">email threading</a> functionality.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="isimportant">Mark as Important</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, this Action will be flagged as Important.<br><em>NB: Important Actions can be pinned to the top of the Ticket history via enabling &#39;Pin Important Actions to top of Ticket history&#39; in Configuration&gt;Tickets&gt;General</em></td></tr><tr><td style="width: 33.3333%;" id="follow"><p id="isPasted">Make Agent a Follower of the Ticket</p></td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, this Action will add the Agent as a Follower to this Ticket. This will cause them to receive email updates on each public action made on this Ticket.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="primaryserviceusersfollow">Add all subscribed Users of the primary service on the ticket as followers</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, should a Primary Service be set against the Ticket, then any Users subscribed to that Service will be added as Followers to this Ticket when this action is submitted.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="ishiddenfrominternalit">Hide from all agents with a client group override set</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, should an Agent be co-managed and have a client group override set against them, they will not be able see this action on the progress tab.</td></tr><tr><td style="width: 33.3333%;" id="translate_before_sending_default">Translate</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When enabled, the translation toggle will default to on. Azure AI Translator must be enabled, and the toggle enabled in the Details tab.</td></tr><tr><td style="width: 33.3333%;" id="overridetemplate">Automatically apply the following template</td><td style="width: 14.6481%;">Single Select&nbsp;</td><td style="width: 51.934%;">If a template is chosen here, it will be automatically applied when the action is used. This option is also available on a new action. Prior to this you will have to save the action first.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="emailtemplate_id">Email Template</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">If sending an email from this Action, this is the email template that will be applied. &#39;Ticket Update&#39; is the default template.</td></tr><tr><td style="width: 33.3333%;" id="requesttype">Default Ticket Type</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">If a Ticket Type is selected here, then the Ticket will change to this type upon completing the Action.</td></tr><tr><td style="width: 33.3333%;" id="defaultteam">Default Team</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">If a Team is selected here, the Ticket will be re-assigned to that Team upon completing the Action.</td></tr><tr><td style="width: 33.3333%;" id="defaultagent">Default Agent</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">If an Agent is selected here, the Ticket will be re-assigned to that Agent upon completing the Action. <span 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(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">This includes options to choose a specific agent, use intelligent routing options or assign to the account manager, primary or secondary agent for the client. For more information on the intelligent routing options available checkout&nbsp;</span><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2050" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto; 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;">Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)</a><span 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(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">.&nbsp;</span></td></tr><tr><td style="width: 33.3333%;" id="default_team_to_agents_default">Set Team to the Agents Default</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked the ticket will be assigned to the default team of the assigned agent upon completing the Action. This setting is only available when &#39;Default Agent&#39; is set to *Agent Logging/Doing*.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="defaultcat1">Default Category</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The Category value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed)</td></tr><tr><td style="width: 33.3333%;" id="defaultcat2">Default Resolution Code</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;"><br></td></tr><tr><td style="width: 33.3333%;" id="defaultcat3">Default Category 3</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The Category 3 value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed)</td></tr><tr><td style="width: 33.3333%;" id="defaultcat4">Default Category 4</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The Category 4 value chosen here will be set as a default when submitting this Action, even if the field is not visible on the Action itself. (This if often renamed)</td></tr><tr><td style="width: 33.3333%;" id="chargerate">Charge Type</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">Determines the default charge type to use for time added to this Action. This can be overridden by other charge type defaults, for more information see our guide <a href="https://usehalo.com/halopsa/guides/2181" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="charge_rate_overrides_ticket">Charge Type will override Ticket default</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When enabled, the charge type on the action, will override the &quot;Default Charge Rate&quot; field on the ticket. For more information on the hierarchy of charge type defaults see our guide <a href="https://usehalo.com/halopsa/guides/2181" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="defaultpriority">Priority (0 = No Change)</td><td style="width: 14.6481%;">Integer</td><td style="width: 51.934%;">This will be the Priority applied to the Ticket when this action is submitted, even if a Priority isn&#39;t selected on the Action itself. Leaving this as 0 will not affect the Priority.</td></tr><tr><td style="width: 33.3333%;" id="defaultmanhrs">Default Hours</td><td style="width: 14.6481%;">Time (hh:mm)</td><td style="width: 51.934%;">The time entered here will be the default Time Taken set on the Action. This can be overridden when actioning.</td></tr><tr><td style="width: 33.3333%;" id="defaultnonbill">Default Non-Billable Hours</td><td style="width: 14.6481%;">Time (hh:mm)</td><td style="width: 51.934%;">The time entered here will be the default Non-Billable set on the Action. This can be overridden when actioning.</td></tr><tr><td style="width: 33.3333%;" id="default_note">Default Note</td><td style="width: 14.6481%;">Rich Text</td><td style="width: 51.934%;">The content placed here will be saved as a Default Note on this Action. This can be overridden when actioning, but is usually utilised as a framework for entering important information.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="default_private_note">Default Private Note</td><td style="width: 14.6481%;">Rich Text</td><td style="width: 51.934%;">The content placed here will be saved as a Default Private Note on this Action. This can be overridden when actioning, but is usually utilised as a framework for entering important information.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="usetimer">Start/Use Timer</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, this Action will use the Timer functionality. This allows an automatic count of time spent on that action, and will automatically populate the Time Taken field. A small clock icon will appear next to that field, which when clicked, will toggle whether this timer determines the value of the field or not. (If not, a time can be manually entered).</td></tr><tr><td style="width: 33.3333%;" id="defaultsupplier_id">Default Supplier</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The choice made here will determine whether or not this Action sets a Supplier against this Ticket. If this is to be, a default Supplier can be chosen here.</td></tr><tr><td style="width: 33.3333%;" id="default_asset_status">Default Primary Asset Status</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The choice made here will determine whether or not this Action sets a Primary Asset Status against this Ticket. If this is to be, a default Status can be chosen here. The primary asset of a ticket can be set by right clicking on an asset on the ticket and clicking on &#39;Make Primary&#39;</td></tr><tr><td style="width: 33.3333%;" id="default_opp_closure_cat">Default Opportunities Closure Category</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The choice made here will determine whether or not this Action sets an Opportunities Closure Category against this Ticket. If this is to be, a default Category can be chosen here.</td></tr><tr><td style="width: 33.3333%;" id="defaultappointmenttype">Default Appointment Type</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The choice made here will determine which Appointment Type this Action sets as default, should an appointment be booked with this Action.</td></tr><tr><td style="width: 33.3333%;" id="run_ai_insights">Run AI Insights</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When enabled, AI insights will be re-run when this action is used. For more information in AI insights check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2387" id="isPasted" target="_blank" rel="noopener noreferrer">AI Insights</a>.</td></tr><tr><td style="width: 33.3333%;" id="sync_to_halo_api">Send to Connected Halo Instance</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">When enabled, this action will be sent to the linked ticket in a connected Halo instance. This is only applicable if you are using the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2455" id="isPasted" target="_blank" rel="noopener noreferrer">Syncing Tickets Between Instances</a> functionality.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="run_ai_insights"><p id="isPasted">Show AI suggestions on context hints</p></td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When enabled, if any fields on the field list for this action, have an AI suggestion configured for the field, the suggested value will be available as a hint against the field. For more information on this functionality check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2386" id="isPasted" target="_blank" rel="noopener noreferrer">AI Suggestions</a>.</td></tr><tr><td style="width: 33.3333%;" id="excludeFromDynamicLists">Exclude From Dynamic Email Lists</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, this Action will ignore any email addresses saved via the Dynamic Email Lists functionality. If not, default To and CC recipients can be set below.</td></tr><tr><td style="width: 33.3333%;" id="includeto">Default &quot;To&quot; from Ticket</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, the email &quot;To:&quot; field will be inherited from the Ticket&#39;s previous email.</td></tr><tr><td style="width: 33.3333%;" id="includecc"><p id="isPasted">Default &quot;Cc&quot; from Ticket</p></td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, the email &quot;Cc:&quot; field will be inherited from the Ticket&#39;s previous email.</td></tr><tr><td style="width: 33.3333%;" id="show_from_address_by_default">Make &quot;From&quot; Address visible by default</td><td style="width: 14.6481%;">Checkbox</td><td style="width: 51.934%;">When checked, the email &quot;From&quot; address will show when the action is used.</td></tr><tr><td style="width: 33.3333%;" id="tooverride">&quot;To&quot; address override</td><td style="width: 14.6481%;">Free Text</td><td style="width: 51.934%;">Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the &quot;To:&quot; field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the To address to the agent completing the action.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="ccoverride">&quot;Cc&quot; address override</td><td style="width: 14.6481%;">Free Text</td><td style="width: 51.934%;">Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the &quot;Cc:&quot; field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the Cc address to the agent completing the action.&nbsp;</td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="bccoverride">&quot;Bcc&quot; address override</td><td style="width: 14.6481%;">Free Text</td><td style="width: 51.934%;">Any emails entered in this field (for multiple, separate these with a comma) will be set as a default for the &quot;Bcc:&quot; field. The dollar variable $-AGENTEMAILADDRESS can be used in this field to default the Bcc address to the agent completing the action.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="followersccbcc">Cc/Bcc all followers</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">The selection here dictates where, if at all, Followers&#39; email addresses will populate by default on this Action. This can be overridden upon actioning.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="override_from_mailbox_id">From Address</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">This selection will be used as the default mailbox from which any emails sent from this Action originate. This can be overridden when actioning. The options will be limited to any mailboxes with Outgoing settings configured.</td></tr><tr><td style="width: 33.3333%;" id="includeattachmentstype">Default Ticket attachment scope for outgoing emails</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">This setting replaces &quot;Include all attachments from a ticket in the email by default&quot;. Here, you can choose if any attachments on the associated Ticket will be attached by default to emails sent with this Action. You can choose between:<ul><li>Not Set- No attachments will be added.</li><li>Include all attachments visible to the User- Add only the attachments the user can see in the portal already.</li><li>Include all Ticket Attachments - Add all attachments regardless of the user has access to them in the portal.</li></ul></td></tr><tr><td style="width: 33.3333%;" id="useremailintellisense">Include User emails in Intellisense</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">When enabled, Halo will predict email addresses as you are populating the email To/CC. When disabled, all email addresses must be manually typed. Intellisense must be enabled in Configuration &gt; Email &gt; General Settings for it to show at action level.&nbsp;<br>When enabled, Intellisense (auto-fill) will be populated with User email addresses, so that you can quickly input any recipient fields correctly.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="supplieremailintellisense">Include Supplier emails in Intellisense</td><td style="width: 14.6481%;">Single Select</td><td style="width: 51.934%;">When enabled, Halo will predict email addresses as you are populating the email To/CC. When disabled, all email addresses must be manually typed. Intellisense must be enabled in Configuration &gt; Email for it to show at action level.&nbsp;<br>When enabled, Intellisense (auto-fill) will be populated with Supplier email addresses, so that you can quickly input any recipient fields correctly.&nbsp;</td></tr></tbody></table><p><span style="font-size: 14pt;"><strong>Field List</strong></span></p><p><span style="font-size: 14pt;"><br></span></p><p><span style="font-size: 11pt;">Any fields associated with Tickets can be added to this list, and will be available in some way or another when logging this Action. Their visibility and requirements are configurable on a per-field basis:</span></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: 14.5191%; 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: 52.1476%; 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="techaction">Agent Action Visibility</td><td style="width: 14.5191%;">Single Select</td><td style="width: 52.1476%; text-align: left;">The selection here will dictate the behaviour of this field when the Action is being made by an Agent via the Agent application. The field will always be visible, however you can choose it&#39;s requirements, whether that be to be compulsory through to read-only.</td></tr><tr><td style="width: 33.3333%;" id="enduseraction">End-User Action Visibility</td><td style="width: 14.5191%;">Single Select</td><td style="width: 52.1476%; text-align: left;">The selection here will dictate the behaviour of this field when the Action is being made by an User via the Self-Service Portal. You can choose it&#39;s visibility and requirements, whether that be to be compulsory through to read-only.</td></tr><tr><td style="width: 33.3333%;" id="visibility_conditions">Dynamic Field Visibility</td><td style="width: 14.5191%;">List</td><td style="width: 52.1476%; text-align: left;">Here, other fields can be added as requirements for this field to appear on this Action. Conditions surround the field in question&#39;s value, and include &quot;Not Empty&quot;, &quot;Empty&quot;, or &quot;Equals&quot;. Only one of these requirements needs to be met for the field to be made visible.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Default Charge Type</td><td style="width: 14.5191%;">Field</td><td style="width: 52.1476%; text-align: left;">When you set a &quot;default charge type&quot; by adding it as a field to the field list of a ticket type, and you add the same &quot;default charge type&quot; field to the action. Then when you create the ticket and set the default charge type from the creation screen, any action that has this field on its field list, will inherit the default charge type set at the ticket type level.&nbsp;<br><strong><em>NB:&nbsp;</em></strong>You can change the charge type, the default is just what populates by default when you trigger the action.</td></tr></tbody></table><p><br></p></div></div></div>

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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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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>- Pre-Requisites</strong></p><p data-pasted="true"><strong>- Create a Mailbox in Halo</strong></p><p><strong>- Setting up a Google Mail App</strong></p><p><strong>- Plug Credentials into Halo</strong></p><p><strong>- Additional Setup</strong></p><p><br></p><p data-pasted="true">In this guide we will cover how to plug Google mailboxes in Halo, including how to set these up to allow the ingestion of emails into a mailbox of this type to create tickets in Halo. If you are looking to connect a mailbox of a different type ensure you use the guide dedicated to that mailbox type, such as:</p><ul><li data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2639" target="_blank" rel="noopener noreferrer">Office 365/Azure Mailbox Setup</a></li><li><a href="https://usehalo.com/haloitsm/guides/875/" target="_blank" rel="noopener noreferrer">IMAP/POP3/AWS</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Pre-Requisites</span></strong></p><p>1. The incoming service must be enabled in your instance. This is activated for all hosted customers automatically.&nbsp;</p><p><br></p><p style="margin-left: 20px;">If you are On-Prem 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;</p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">To check whether the service is currently enabled, navigate to Configuration &gt; Advanced Settings &gt; Backend Services, check that both the &quot;Use Incoming Service&quot; checkbox and that the &quot;Use Scheduling Service&quot; checkbox is set to yes.</p><p><br></p><p><span style="font-size: 11pt;">2. The mailboxes you are connecting will need a dedicated (Google) licence (unlike M365). This is required in order for your mailbox to be accessed via the API, which is needed as Halo uses the Gmail API to access and process mail within the mailbox. &nbsp;For more information on licencing in Google check out Google&#39;s documentation: <a data-fr-linked="true" href="https://support.google.com/a/answer/1727173?hl=en&sjid=14381139988219831547-EU" target="_blank" rel="noopener noreferrer" data-pasted="true">Assign, remove, and reassign licenses</a>.</span></p><p><br></p><p><span style="font-size: 11pt;" data-pasted="true">If you are an On-Prem (self-hosted) customer please see <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2437" target="_blank" rel="noopener noreferrer">Creating a Mailbox Overview</a> for the pre-requisites you will require for connecting a mailbox to Halo.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Create a Mailbox in Halo</span></strong></p><p>To begin setup you will need to create a new mailbox in Halo with the mailbox connection type &quot;Google&quot;. To do this, go to Configuration &gt; Email &gt; Mailbox Setup &gt; New and give the connection a name.</p><p><br></p><p>Select the Google mailbox type and save.&nbsp;</p><p><br></p><p>Once saved, you will be able to add credentials under the &quot;Credentials&quot; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MWYxNDc1LWYxOTgtNDE4ZC05YjdlLTYwNDZjYzFmYjJhYiJ9._id127iAb1RdrICqkzfMwfqr8aAcFAIQlaxc6kUEvok" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 556.329px;" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Google Mailbox in Halo</span></strong></p><p><br></p><p>When adding credentials you will need to enter a client id and secret.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkYmE3MjQ0LWIyMTMtNGI3MS04YjRkLWI0M2VkMjJmNmYyNSJ9.tVMTw93ExgiHUeFphK-g0VpYCZz3sCAwzBf4kNodQZc" class="fr-fic fr-fil fr-dib" width="2025" style="width: 2027px; height: 616.913px;" height="617"></p><p><strong><span style="font-size: 10pt;">Fig 2. New Mailbox credentials</span></strong></p><p><br></p><p>The next section will walk through how to create a project in Google to obtain these credentials.&nbsp;</p><p><br></p><p><strong><em>Note: You will notice it is possible to configure multiple sets of credentials here, this is to allow you to configure credentials for another mailbox (of the same type) to be used in a different (UAT/Dev) instance. So a single Halo mailbox can contain credentials to access multiple Azure 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. For more information checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2437" id="isPasted" target="_blank" rel="noopener noreferrer">Creating a Mailbox Overview</a>.</em></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Setting up a Google Mail App</span></strong></p><p>Login to <a data-fr-linked="true" href="https://console.cloud.google.com">https://console.cloud.google.com</a>.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Create a new Project</strong></span></p><p>Select New Project from the Select a Project menu or Create Project from the Dashboard.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZmIyZTdhLTY5NWMtNDg5MS04NWRkLTM1NTUwYjY2ZGIxOCJ9.NHFjHCZQXkkOG3xxED5ANOf6VundqEmvkbFTOG63IS4" class="fr-fic fr-fil fr-dib" width="1383" style="width: 1385px; height: 730.218px;" height="730"></p><p><strong><span style="font-size: 9pt;">Fig 3. Creating a new project</span></strong></p><p><br></p><p>Give the project a name and create it.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViMjcwYzdkLWU3ZmEtNGRiNy04ZDdkLTA0MzA2OGU5M2JlYiJ9.zvpzxAhQW4z8XdAVBIWfwr12IhWUSs85133N50zNdeU" class="fr-fic fr-fil fr-dib" width="1463" style="width: 1465px; height: 461.285px;" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 4. Name and Create Project</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Enable GMail API for the Project</span></strong></p><p>Now within the project head to API and Services, (you can search for this page if you cannot find it in your navigation).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MWQ2MDJkLWZiZjctNDVjMC04YjYxLWUxZTc5ODk2ZDdlOSJ9.ACp-ZTmKwZXTINFoF3fmLZYfveqH6KP9Jxed57yOHAo" class="fr-fic fr-fil fr-dib" width="1106" style="width: 1108px; height: 801.208px;" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 5. APIs and Services Area</span></strong></p><p><br></p><p>Select Enable APIS and Services.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmMmI5MzA2LWJiNDQtNGNhZS1iMjFmLWM5ZjM4Yzg5ZDY0YyJ9.4U6Rbi-tq9_osy1GMf01U46bhiomTIwImdlVKBjh7I4" class="fr-fic fr-fil fr-dib" width="1428" style="width: 1430px; height: 569.034px;" height="569"></p><p><strong><span style="font-size: 10pt;">Fig 6. Enabling APIs</span></strong></p><p><br></p><p>Search for &quot;Gmail API&quot; and enable this API for use.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNzIwYWJkLTVkNTktNGE3Ny1iNmEwLTc3ZDA4YTMwNWNmOCJ9.dClMTEpZDfVP1vYHvt2e9zDFC4Hz8Gn2cwfddVwi7ro" class="fr-fic fr-fil fr-dib" width="1097" style="width: 1099px; height: 614.631px;" height="615"></p><p><strong><span style="font-size: 10pt;">Fig 7. Enabling the API</span></strong></p><p><br></p><p>Once enabled head to the &quot;OAuth consent screen&quot; section within the APIs and services area.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZTE1YTExLTllN2ItNDVmZS1iOTA4LTJhYmVhODFhMjFmYyJ9.7zTjvFBLe_mVqMaS5BKgQYmQ82_Z-aZimY2QfXqE0Hk" class="fr-fic fr-fil fr-dib" width="1465" style="width: 1467px; height: 619.794px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 8. OAuth consent screen</span></strong></p><p><br></p><p>If this is a new project you will need to configure your Google Auth platform for this project. Do this by clicking &quot;Get started&quot; once in the Auth Platform area.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmOTVhYjU1LTE5M2QtNDI5Ny04MDczLTgyMTg1MGI2ZDBiNyJ9.uEXJkX5ps6F4tfxtZaMKL1x2ErgR_Oezlcc01mlllUA" class="fr-fic fr-fil fr-dib" width="1340" style="width: 1342px; height: 438.094px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 9. Start configuring Google Auth Platform</span></strong></p><p><br></p><p data-pasted="true">When setting up give the app a name and choose a support email. The support email will be displayed when authenticating the connection between Halo and Google. Set the audience to be &quot;Internal&quot;. Then add contact information and finish.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxZTViZDI3LWY3MTYtNDk4ZC1hMDU1LWJkZjQ5M2E2MjIyNyJ9.z1_8YUG5CLOSCvVtBCjAyDQ8-EXKpX9V38ZDorrM-k0" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 513.379px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 10. Configuring Auth Platform</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Add Scopes to Project</span></strong></p><p>Now you will need to add the following scope to the project:</p><ul><li style="font-style: italic;"><em>https://mail.google.com/</em></li></ul><p>Add this under the &quot;Data access&quot; tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZDNhNGM3LTMxOTctNDg5Zi1iZjE5LWI1ZjYzMzBkYzJhMiJ9.E3Li3sz7NWTgyA2Q-lZavSOcbqsP5uZfBpb1U6kftnk" class="fr-fic fr-fil fr-dib" width="952" style="width: 954px; height: 435.95px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 11. Add scope</span></strong></p><p><br></p><p>You can search for the scope here, select it and click &quot;Update&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhY2M4YjkwLTRjYzktNDk4YS1hYTQwLWM0NTU3MDYzMmE3MCJ9.v97U_gPnT4dCYqWAK_sAXYkMoXNNoOoYDlvK3EjvABs" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 562.132px;" height="562"></p><p><strong><span style="font-size: 10pt;">Fig 12. Select and add scope</span></strong></p><p><br></p><p>Remember to save once added.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMDg4MDMzLTI4YmQtNGMyZC05M2U1LWQ2ODViNDM5MGVlYiJ9.nLgcrgJI16sOQIq3YzguuT7erOpT34FEAe8Qxpmr6lk" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 826.068px;" height="826"></p><p><strong><span style="font-size: 10pt;">Fig 13. Save scopes</span></strong></p><p><br></p><p>Now you can generate a client ID and secret for the project. These will be plugged into Halo to authenticate the connection.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Generate Client ID and Secret</span></strong></p><p>In the project, head to the &quot;Clients&quot; tab and &quot;Create client&quot;, ensure you create an OAuth 2.0 client.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5NjAxZDExLTQ5ODctNDYwYi1iYzhlLWJmMDE1MzI2MTg5MSJ9.wfqsPRRx3WstEpUJcU9PQV9x9geZeBtBEvv2DZyRDt0" class="fr-fic fr-fil fr-dib" width="1552" style="width: 1554px; height: 363.092px;" height="363"></p><p><strong><span style="font-size: 10pt;">Fig 14. Create Client credentials</span></strong></p><p><br></p><p>Set the application type to be &quot;Web application&quot; and add a redirect URI. The redirect URI will follow the format:</p><ul><li><a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://yourhalodomain/authcallback" data-pasted="true">https://YOURHALODOMAIN/authcallback</a></li></ul><p>The exact redirect URI needed can be found on the new credentials screen for the mailbox in Halo, as shown in Figure 2. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ODE1NTRkLWRlNTktNDA0YS05NDgyLTk5MjI3ODE5Y2Q0MiJ9.32AZXXgCWaqDg_7SZ4UJegFVMdhASL4vGiuQylVEyV4" class="fr-fic fr-fil fr-dib" width="1446" style="width: 1448px; height: 802.07px;" height="802"></p><p><strong><span style="font-size: 10pt;">Fig 15. Example Client setup</span></strong></p><p><br></p><p>Once created you will be provided your client id and secret, copy these.&nbsp;</p><p><br></p><p data-pasted="true"><strong><em>Note: The whole client ID and secret will need to be used, including the &#39;.<a target="_blank" rel="noopener noreferrer noopener noreferrer noopener noreferrer" data-fr-linked="true" href="//apps.googleusercontent.com">apps.googleusercontent.com</a>&#39; section.</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyZTM4Njk1LTgzYWMtNDRkNS1iODA3LTU1OTY1NTA3MzU5OSJ9.I1ZslrFN0EnTsdCOLNCtZvNKLfZ3Q7gh0g_5p9G6yCI" class="fr-fic fr-fil fr-dib" width="527" height="683"></p><p><strong><span style="font-size: 10pt;">Fig 16. Client ID and secret</span></strong></p><p><br></p><p>Now you can head back to Halo and plug these credentials into your mailbox.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Plug Credentials into Halo</span></strong></p><p>Paste the client ID and secret into the mailbox credentials in Halo. When saved you will be given an option to &quot;Sign into Google&quot;. Sign in using the dedicated Google Workspace user account for the mailbox.&nbsp;</p><p><br></p><p><strong data-pasted="true"><span style="color: rgb(235, 107, 86);">Important: The mailbox account you sign into here should not be your personal email.</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ZTg3Njc2LTMxMjYtNGRjMS05ZjVjLTY1YWFkYzRlOWVhNyJ9.VgP0ixJs75kXACiIvZS11tmf67pVQSKncI29ecx8Sxw" class="fr-fic fr-fil fr-dib" width="1533" style="width: 1535px; height: 583.124px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 17. Sign in with Google to authenticate the connection</span></strong></p><p><br></p><p data-pasted="true">Once completed you should be redirected back to the mailbox setup screen. If the authorisation was successful the Sign In button will have changed to a disconnect button.</p><p><br></p><p>Remember to save once completed.</p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Setup</span></strong></p><p><span style="font-size: 11pt;">There are various additional settings for the mailbox, that control how incoming/outgoing emails are processed. For a breakdown of what each of these settings do check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1799" id="isPasted" target="_blank" rel="noopener noreferrer">Mailbox Setup</a>.</span></p><p><br></p><p>Once the mailbox is setup you may want to set this as the (global) default mailbox used for outgoing mail.&nbsp;</p><p><br></p><p>To do this head to configuration &gt; email &gt; general settings &gt; outgoing email defaults. Here use the dropdown to select the mailbox you would like to be used as default.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3ZjJjMjU5LTllNWEtNGEyNi1iNzM4LTQ3YzIyOTk2ZTQzOCJ9.MuoUHHdb2z94EiAOjZfqZM3CwHnh315MW2bzB5OtS6I" class="fr-fic fr-fil fr-dib" width="545" style="width: 547px; height: 391.315px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 18. Set outgoing email default</span></strong></p><p><br></p><p>You can override the mailbox that is used in various scenarios. Overrides can be set for various entities. For details on where overrides can be set checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2463" id="isPasted" target="_blank" rel="noopener noreferrer">Mailbox Overrides</a>.&nbsp;</p><p><br></p><p id="deletion-labels"><strong><span style="font-size: 12pt;">Setting up Deletion Labels</span></strong></p><p>Within the mailbox incoming config, you have the option to <em>Assign emails to the following label when they are deleted</em>.</p><p><br></p><p>If you are using a system label, you can enter the name of the label in full caps. If you are using a user defined custom label, you need to provide it&#39;s ID in the following format:</p><ul><li><em>Label_5915939116930758527</em></li></ul><p><br></p><p>You can find the label ID by making a change to the label within Gmail, such as by toggling the show/hide and inspecting the network call it makes. You will just need to remove the &#39;^x_&#39; from the beginning and replace it with &#39;Label_&#39;, as demonstrated above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3Y2ZmODI5LTZiODYtNDc3Mi05M2NhLTVmY2VmYTM0MWJmNCJ9.4AFTL3HJSAqQc_qCHByXMWJngYGUaU53qUOU8-Lz8qk" class="fr-fic fr-fil fr-dib" width="1473" style="width: 1475px; height: 631.703px;" height="632"></p><p><br></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 19. Detailing how to obtain a user define label&#39;s ID</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 12pt;">Outgoing Settings</span></strong></p><p><span style="font-size: 11pt;">Once your credentials have been authenticated the you can configure how outbound email behaviour for mailboxes using these credentials. Set this up under the &quot;Outbound&quot; tab of the credentials setup<br></span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzODM3OTBmLWI0YzUtNGIyMi1iZDQ1LWYxMjA2MmFhOWNhZiJ9.3DTOMzYLNdRXJ-TOsY7IH9bdklyupycUUfi2dJNf0-U" class="fr-fic fr-fil fr-dib" width="1013" height="530"></span></strong></p><p><strong>Fig 20. Outgoing email settings for credentials</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Use SMTP instead of the Google API using the same configuration as Incoming mail -</strong> When enabled these credentails will only be used to process incoming mail. Outgoing emails sent from this mailbox will use SMTP. When enabled you can either use the default SMTP server settings or enter some overriding settings here.</p><p><strong>Display Name (v2.244+) -</strong> Enter the display name of the mailbox here. This is the name that will show to users when sending outgoing emails from this mailbox, users will see this name in their email client. It is recommended to set this.</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"; 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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; } </style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What is the Datto RMM Integration?</strong></p><p><strong>- Connecting to Datto RMM</strong></p><p><strong>- Configuring Asset Imports</strong></p><p><strong>- Import assets and Customers/Sites automatically on a schedule</strong></p><p><strong>- Remote into Assets from Halo</strong></p><p><strong>- Alerting</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Datto RMM Integration?</span></strong></p><p>Halo can be integrated with Datto RMM to have devices and sites from Datto imported and created in Halo, any changes to assets and sites will also be synced to Halo on a scheduled basis. When assets are imported/updated they can be assigned to a user in Halo automatically based on a field on Datto or the user that last logged into the device. Assets imported from Datto will have a shortcut button against them (in Halo) to allow agents to both open the asset in Datto and remote into the asset using your remote tool.</p><p><br></p><p>The integration also supports alerting functionality, either through alert email or the use of webhooks. When alerts are raised in Datto a ticket will be logged in Halo automatically. When this alert/ticket is then resolved this will resolve the alert/ticket in the linked application. Allowing agents to manage alerts from within Halo. &nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Datto RMM<br></span></strong></p><p>To enable the Datto RMM integration in Halo, go to Configuration &gt; Integrations, and enable the module by clicking the &quot;+&quot; sign.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3YWNhYzBlLWY1NDUtNGRjYi04NTM4LTM1NmEyMzYwZWU2ZiJ9.j3A6bzERhrtLg-T320-immOgUlq2Y-ryTGObEsSdAx4" class="fr-fic fr-fil fr-dib" width="665" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the module.</span></strong></p><p><br></p><p>Once the module has been enabled, click into the module to begin configuring it. The integration is multi-tenanted, allowing multiple Datto tenants to be connected. You will see a page showing a current list of tenants, and click &quot;New&quot; to create another.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3NTRlMGMxLWY3Y2EtNDQ2NC1iYzQyLTAxZDQyYWQ1MTZhZiJ9.tUh47_MlnNqNJa3Lya3z60CxeAXo9d6mtmmyI5mTfEI" class="fr-fic fr-fil fr-dib" width="1560" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 2. Multi-tenanted.</span></strong></p><p><br></p><p>Clicking into this will show the tenant configuration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjODk2MmE5LTc2NWUtNGNlMS1iZjZiLWIzYTZmZDlkODg5YiJ9.dCGPvNDrOEZKSfhQADsNSftxuIkjvpnRvCJuTdKmSB0" class="fr-fic fr-fil fr-dib" width="1173" style="width: 1175px; height: 499.468px;" height="499"><strong><span style="font-size: 10pt;">Fig 3. Setup.</span></strong></p><p><br></p><p>The first setup steps require you to input your API URL, API Key and API Key Secret that will need to be generated in Datto RMM. To generate these values, first navigate to Setup &gt; Global Settings and set &quot;Enable API Access&quot; to ON.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZmQxNzkzLTMwNWYtNDE0Mi1iZDM4LWIyMWM2MTBhYmZiMyJ9.-YcCp-WgO9Mrz9FLlVXxJ3daDQdbFD6XN8cTL9Uh7X0" class="fr-fic fr-fil fr-dib" width="1001" height="234"></p><p><strong><span style="font-size: 10pt;">Fig 4. Enabling API access.</span></strong></p><p><br></p><p>Next, navigate to Setup &gt; Users, and select the User that you would like to enable the API access for. Once selected, click the &quot;Generate API Keys&quot; hyperlink, and an API Key and API Key Secret will be generated. You will also find the API URL below this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MDBlNzM4LWI1NDQtNDIwNy05ZTE1LTQyYmQ3Y2JjNGYxNiJ9.ZYOkh-XcwCeTO1LrifAU8El3Kx0m3iz0kky9yiQ7l5A" class="fr-fic fr-fil fr-dib" width="762" height="799"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating the key.</span></strong></p><p><br></p><p>Once the values have been generated, revert back to the Datto RMM integration setup screen in your Halo application, and copy the values you have generated into the corresponding fields.&nbsp;</p><p><br></p><p>Ensure that all clients you are matching have a Main site set.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxMzg5MWM4LTQwOGUtNDkyYS1hYTUwLWQ0ZDI5Zjk3MmUyMiJ9.1YUVA8Vjk4DzIdzJdLFbGERKRWXs50HZ6EsVUMrEz7A" class="fr-fil fr-dib" width="595" style="width: 595px; height: 432.895px;" height="432.895"></p><p><strong><span style="font-size: 10pt;">Fig 6. Main site on a customer/client.</span></strong></p><p><br></p><p>If you would like to have a button against tickets that takes the agent to the related asset (against the ticket) in Datto you will need to set the &#39;Datto Connect Type&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4MTI3NTdhLWY3MjEtNGI4Yi1hOGE1LTk0ZDVhZDVjZTA0YiJ9.uj2JGsr33ZOaqLFAmdmMYfEXMTwYwuAJmm4-tocu_v8" class="fr-fic fr-fil fr-dib" width="293" style="width: 295px; height: 168.571px;" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 7. Datto connect type</span></strong></p><p><br></p><p>Here, you will need to choose whether the link takes agents to Datto using the old UI or new UI (in Datto). The option you select here will depend on the UI you are using in Datto.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Customer/Site Import</span></strong></p><p>To configure how customers and sites are imported from Datto head to the &#39;Customers, Sites and Users tab&#39;.&nbsp;</p><p><br></p><p>As Datto does not have the same concept of customers and sites as Halo, you will need to choose how sites in Datto are created in Halo, using the &#39;New Site Creation&#39; field. The options are as follows:</p><p><br></p><ul><li>Create new Datto Sites as Customers in Halo</li><li>Create new Datto Sites as Sites in Halo</li></ul><p><br></p><p><strong><em>Note: This setting will impact the mappings that are set after. If set to &quot;Create new Datto sites as customers in Halo&quot;, this would <span style="color: rgb(226, 80, 65);">update the Customer of the mapped Site</span> with the Datto ID. If set to &quot;Create new Datto sites as sites in Halo&quot;, this will <span style="color: rgb(226, 80, 65);">update the Site record</span>. This will therefore impact the Site(s) Assets are mapped to.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Create new Datto Sites as Customers in Halo&nbsp;</span></strong></p><p>Choose this option when you have multiple customers in you Halo instance. When chosen you will be able to map a Halo customer and site to a site in Datto. If there is a site in Datto that is not mapped, a new Halo customer will be created for this site. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0ZWQ1YjU5LTZjN2UtNGVkYS1hZmU2LTkxMDlhZDc2NDFiMSJ9.I5o-ujhSLyAB5RSr8a_Yfh0XfuoGBwp7YTETeypAcfU" class="fr-fic fr-fil fr-dib" width="1348" style="width: 1350px; height: 498.133px;" height="498"></p><p><strong><span style="font-size: 10pt;">Fig 8. Create new Datto Sites as Customers in Halo configuration</span></strong></p><p><br></p><p>Map Halo customers and sites to Datto sites using the mappings table on the setup page. When mapping customers you will need to choose both the Halo customer and site a Datto site corresponds to. All assets under this site in Datto can then be imported to the mapped Halo customer/site.&nbsp;</p><p><br></p><p>You can also choose a top level for new customers (created by Datto) to be created under).&nbsp;</p><p><br></p><p><strong><span style="font-size: 10pt;">Create new Datto Sites as Sites in Halo</span></strong></p><p>Choose this option when you would like all Datto sites to be imported to a single customer in your Halo instance. Typically used when you have one or few customers in your instance (HaloITSM customers), or you only manage one customer&#39;s assets using Datto RMM.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkNDAwYTA0LWE4NjUtNGI5NC05ZjM2LWExNzhjNzhjOTk3MSJ9.-bd4IBK8cRD6I8M8gc3I_kJtkMn74YCMF_vqaj1yWoM" class="fr-fic fr-fil fr-dib" width="643" style="width: 645px; height: 363.276px;" height="363"></p><p><strong><span style="font-size: 10pt;">Fig 9. Create new Datto Sites as Sites in Halo</span></strong></p><p><br></p><p>Select the customer in Halo you would like Datto sites to be created under. When importing sites from Datto they will attempted to be matched to a Halo site, under this customer, based on the site name. If the site name does not match a site in Halo, a new site will be created under the chosen customer.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Asset Imports</span></strong></p><p>To configure how assets are imported from Datto into Halo head to the &#39;Assets&#39; tab.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyZDA3YWRiLTFkOTgtNDhlZi1iNTQxLWQ3OWExMTYwMGNlMSJ9.lL_ZkcuOBRLKaoYMmhq6bOl9hq8iABnK8_7mHu9peVE" class="fr-fic fr-fil fr-dib" width="1323" style="width: 1325px; height: 530.663px;" height="531"></p><p><strong><span style="font-size: 10pt;">Fig 10. Asset import setup page</span></strong></p><p><br></p><p><strong>Default Asset Site</strong> - Here, you can choose the site in Halo assets will be created under if they cannot be matched to a site. Assets are matched to a site based on their site in Datto and the linked customer/site in Halo. Therefore, ensure you have mapped and imported sites from Datto already to establish a link between the Halo and Datto site.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Field Mappings</span></strong></p><p>Datto fields can be mapped to Halo asset (or asset custom) fields. Mapping fields ensures when the asset is imported from Datto into Halo data will be imported to the correct (corresponding) fields. To have the data from a field imported you will need to ensure the field this is stored in is mapped.&nbsp;</p><p><br></p><p>Add to the &#39;Field Mappings&#39; table to add a field mapping.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZGE3ZTYzLTI4ZDItNDM2ZS04MzRlLWM4MGE2ZmQ4M2Y2MCJ9.PdWHotrTmhwY8IuavThz42F8paeAN8NXybzNjs4TG2Y" class="fr-fic fr-fil fr-dib" width="556" style="width: 558px; height: 383.735px;" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 11. Asset field mapping</span></strong></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>Now choose the Dato RMM and Halo field you would like to map together. If you would like data from the Datto RMM 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><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 Datto RMM 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><strong><span style="font-size: 12pt;">Determine Asset types</span></strong></p><p>All assets in Halo need to have an asset type. When assets are imported from Datto they can be created and assigned to types based on either the &#39;Type&#39; or &#39;Category&#39; fields in Datto.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZDQ3ZjAyLWM4MGEtNDYyZS1iNjE3LWFiOGMwYzE5NjRlMCJ9.pXJIPhErRD4AEMCkQdWe8VXo5k3KVaK4Q2sWYG-jOcc" class="fr-fic fr-fil fr-dib" width="533" style="width: 535px; height: 392.005px;" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 12. Datto type to determine Halo asset type&nbsp;</span></strong></p><p><br></p><p><strong>Datto Asset Type to map to Halo Asset Type</strong> - Choose which field in Datto determines asset type in Halo. 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.&nbsp;</p><p><br></p><p>If new asset types are created by Datto they will need to be created under an asset group. Choose the group used for new asset types using the &#39;Default Group for new Asset Types&#39; field on the integration setup page.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset matching&nbsp;</span></strong></p><p>Set the &#39;Asset Matching field&#39; to determine how assets imported from Datto are matched to existing assets in Halo. The field selected here should contain the unique identifier of the asset. This field should also be mapped to a Halo field in the &#39;Asset mappings&#39; table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4ZWZiYWUxLTZhN2YtNDU2OS1hYzBjLWVkYzFlZWNlOTc3NSJ9.-rxs94IWyr4gxKq8_ydGAv5q09I0J-h3vl0Ca9zBJRY" class="fr-fic fr-fil fr-dib" width="559" style="width: 561px; height: 411.055px;" height="411"></p><p><strong><span style="font-size: 10pt;">Fig 13. Asset matching field</span></strong></p><p><br></p><p><strong>Matching using Datto ID</strong> - This option should only be selected as the asset matching field if you are matching on assets that have been created by Datto. When assets are imported from Datto the Datto ID is stored against the asset in Halo on the backend, this can then be used to match this asset to the asset in Datto during future imports. If the asset has been created in Halo manually (or any method other than importing from Datto) it will not have a Datto ID against it, so the corresponding asset in Datto will not be able to match to it. &nbsp;</p><p><br></p><p id="isPasted"><strong>Asset Matching Value Exclusions</strong> - Here you can set assets to not be matched using the matching field if the matching field contains a certain value. For example, if two assets have the matching field set to be &#39;None&#39; they would match even though they are separate assets. By adding the value &#39;none&#39; to the matching value exclusions list you can ensure the assets are matched using their Datto ID instead.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">User Matching</span></strong></p><p>When assets are imported from Datto they can be matched to a user in Halo, they can either be matched based on a Datto field or based on the user that was last logged into that device. You will need to enable &#39;Attempt to match User based on Last Logged-In User&#39; to enable user matching.</p><p><br></p><p>When enabled options will appear to select the user matching fields.&nbsp;</p><p><strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; 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"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3Nzg1MjYyLWMyZTgtNGZkNi1iNGMxLWU1MThkMDY4MTM0OSJ9.fBtWpwZrWgZ8TAzDBnjk8ye71re2rFJGYcUDBMA9NXY" width="680" height="362" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 682px; height: 361.574px; max-width: none !important;" class="fr-fil fr-dib"></strong><br><strong><span style="font-size: 10pt;">Fig 14. User matching settings</span></strong></p><p><br></p><p><strong>Matched based on a Datto field</strong></p><p>Populate the &#39;User Defined Field to use for matching User&#39; field with the name of the field in Datto that contains the user information (e.g. username, email address). Only populate this field if you would like to match users to assets in Halo based on a Datto field.</p><p><br></p><p>Then in the &#39;User Matching Field&#39; select the field in Halo that contains the same user information as the selected Datto field. You can choose a secondary matching field too, this will be used if the primary field fails to match.&nbsp;</p><p><br></p><p><strong>Match Based on Last Logged in User</strong></p><p>When matching users to assets this way the user of the asset in Halo will change automatically based on the user tat last logged into the device.&nbsp;</p><p><br></p><p>Ensure the &#39;User Defined Field to use for matching User&#39; field is left blank. Then in the &#39;User Matching Field&#39; field, choose the field used to match to users in Halo. The field chosen here must contain the user details that users use when they log into a device. You can choose a secondary matching field too, this will be used if the primary field fails to match.&nbsp;</p><p><br></p><p><strong><em>Note: Users can only be matched based on &#39;Windows username&#39; when users are being import from Microsoft CSP or Entra.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Additional Asset configuration</span></strong></p><p><strong>Remote Tool URL:</strong> Here enter the URL of the Datto remote tool used to access assets. This will allow you to remote into an asset from the asset page in Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkMDEyMjZjLTgyNzgtNDgwNC05NTNlLWQ5ODliNjVlNzZlZiJ9.7qhxyzxxFCYmmy7HZ69oCQRWIY4B92oR3AlfT6rA5B4" class="fr-fic fr-fil fr-dib" width="574" style="width: 576px; height: 277.051px;" height="277"></p><p><strong><span style="font-size: 10pt;">Fig 15. Additional asset import settings</span></strong></p><p><br></p><p><strong>Deactivate Assets in Halo when they are deleted from Datto (Halo Integrator only)</strong> - When enabled assets that have been deleted in Datto will be deactivated in Halo. If an asset has been imported from Datto but cannot be found in a sync following creation it will be deactivated (as the integrator cannot find the asset it assumes it has been deleted).&nbsp;</p><p><br></p><p>Once you are happy with your asset import configuration use the &#39;Import Assets&#39; button to pull up the import preview screen and begin importing assets.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Import assets and Customers/Sites automatically on a schedule&nbsp;</span></strong></p><p>To have assets imported automatically on a scheduled basis you will need to enable the Halo integrator for this integration. To do this head to the &#39;Halo Integrator&#39; tab and check &#39;Enable the Halo Integrator for the Datto RMM integration&#39;. Then choose which entities you would like to be imported.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1N2FkMTg1LTk4ODUtNGIwZC1iOWUxLWUyNDZhOGExODY3NiJ9.SEUaSj0ci0bFpuj93vUIi5BMl4TLgmBVVB2NOI4-LRw" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Enable Halo integrator&nbsp;</span></strong></p><p><br></p><p>When enabled these entities will be imported and updated in Halo on a daily basis.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Remote into Assets from Halo</span></strong></p><p>Any assets imported from Datto RMM will automatically have two buttons appear against their asset profile in Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4MzA4Mzc1LTI5ZjUtNGY0Yi1iYzYxLTU3Yzk2MTBkMWZjMSJ9.vHxGxWaFZQzWUbx4kowTaTP6J2Oiu9vzhdQMgjG6k1A" class="fr-fic fr-fil fr-dib" width="963" style="width: 965px; height: 302.681px;" height="303"></p><p><strong><span style="font-size: 10pt;">Fig 17. Shortcut buttons against asset</span></strong></p><p><br></p><p><strong>Open in Datto RMM Remote Tool</strong> - Used to remote into the asset using your remote tool.</p><p><strong>Open in Datto RMM</strong> - Used to open the asset in the Datto RMM application.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Alerting</span></strong></p><p>Alerts in Datto RMM can automatically log tickets in Halo when raised. Alerting integration functionality will differ slightly depending on the alert processing method you use, we support the following methods:</p><ul><li>Email&nbsp;</li><li>Webhooks (recommended)</li></ul><p>To setup alerting functionality head to the &#39;Alerts&#39; tab.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Email alerting&nbsp;</span></strong></p><p>This method uses alert emails from Datto to log tickets in Halo, email rules are used to have alert emails from Datto log a ticket when received. When the ticket is resolved in Halo the alert will then be resolved in Datto. To use this method set the &#39;Alert processing method&#39; to be &#39;Email&#39;.&nbsp;</p><p><br></p><p>The following method using email rules is backwards compatible with the webhooks method, although it is advised to disable the email notifications when using the webhook method. Processing alerts is not as efficient as alerting via webhooks (as emails will not be processed as quickly as webhooks). When an alert is raised in Datto RMM, an email can be sent to a mailbox of your choice. By choosing a Mailbox which has been setup in Halo, these alert emails can be processed and turned into tickets.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzYmRhNzk4LTQ2OWYtNDQ5Yi04ZjBkLWQxZDFlZWIxODlmYiJ9.JSQcpIEwKFIRqQwCJwCJlCm5W51EZq3eKnm8snh2OJE" class="fr-fic fr-fil fr-dib" width="833" style="width: 835px; height: 459.345px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 18. Email alerting setup&nbsp;</span></strong></p><p><br></p><p>The email that is sent from Datto RMM must have the Alert ID in the subject in the format of <strong>Alert{XXX}&nbsp;</strong>where <strong>XXX&nbsp;</strong>is the Alert ID in Datto RMM and is set by using [alertuid] when setting up the monitor.</p><p>(<a href="https://rmm.datto.com/help/en/Content/4WEBPORTAL/Monitor/CreateManageMonitor.htm#Create">https://rmm.datto.com/help/en/Content/4WEBPORTAL/Monitor/CreateManageMonitor.htm#Create</a>)</p><p><br></p><p>For example: <strong>Alert on device: [ipaddress], reason [alert] - Alert{[alertuid]}</strong></p><p><br></p><p><img src="http://halo.haloservicedesk.com/api/attachment/image/c2dee1da-8a14-42ff-b220-83866aa67ca0" class="fr-fic fr-fil fr-dib" width="472" style="width: 474px; height: 241.587px;" height="242"></p><p><strong><span style="font-size: 10pt;">Fig 19. Alert example.</span></strong></p><p><br></p><p>To assist with processing these emails correctly, a &#39;From Address&#39; field and &#39;Default Ticket Type&#39; field are available in the Datto RMM integration setup screen in Halo.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwMmNlNzZiLTA1ZmItNGUxYy04Y2JhLTI2MmE4MjBjZDYwMCJ9.Q7KN_EhFwrRssHQWVAS5ytQbY2gX3kvcioEVW9t79CU" class="fr-fic fr-fil fr-dib" width="819" height="359"></p><p><strong><span style="font-size: 10pt;">Fig 20. Alerting configuration.</span></strong></p><p><br></p><p>The from address should be set to the email address that will be sending the alert emails from Datto RMM. You can then decide which ticket type new alerts are created as using the default ticket type option.&nbsp;</p><p><br></p><p><strong><em>Note: Populating the email address field will result in a new email rule being created in your instance (of type &#39;Datto Alert via email&#39;).&nbsp;</em></strong></p><p><br></p><p>Once the alert has been received by your Halo application, it will be logged as a ticket, and you can action this as you normally would. Once the ticket is closed in Halo, a request will be sent to Datto RMM to also close the alert in Datto RMM.</p><p><br></p><p>If you would like to further modify the behaviour of alerts when they are received, you can make further modifications to the email rule which has been created for you by navigating to Configuration &gt; Email &gt; Email Rules, and choosing the Datto RMM Alerts rule (this will have been created automatically).For more information on how to edit/customise email rules check out our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1910" target="_blank" rel="noopener noreferrer"><strong>Email Rules</strong></a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Webhook Alerting</span></strong></p><p>When using webhooks to process alerts, a ticket will be logged in Halo as soon as an alert is triggered in Datto. When the ticket is resolved in Halo this will resolved the alert in Datto and vice versa. Webhooks will need to be setup in Datto to use this method but this method is recommended as alerts are processed faster and it does not rely on a mailbox connection.&nbsp;</p><p><br></p><p>To use this alert processing method set the &#39;Alert processing method&#39; field to be &#39;Webhooks&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmM2M2NWM0LTBiY2YtNDZhMi04MjgxLWY5N2ZhNjhjYzRhOSJ9.m4ZXKF92hE3WYpjYy2tiqUNGTHFw2OokBUY1K4jkEs0" class="fr-fic fr-fil fr-dib" width="1280" style="width: 1282px; height: 612.791px;" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 21. Alert configuration.</span></strong></p><p><br></p><p>Webhooks will need to be configured in Datto RMM at the device Monitor level in the response section. When webhooks are toggled on, Datto RMM will show a URL, a content type, and payload fields.&nbsp;</p><p><br></p><p>Selecting the &#39;Webhook Configuration&#39; button in Halo will show you how to set up the webhooks correctly including the custom payload needed to input into the Alert Raised and Alert Resolved payload fields in Datto RMM. The alert_resolved attribute must be set to true in the custom payload for Alert Resolved and false for the Alert Raised. Use the generate password function and use this for the state attribute in the custom payloads Alert Raised and Alert Resolved.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2NWE0ZDJhLTQxODAtNDI1MS1hZDEzLTllYjAyMzY4Y2MwYSJ9.jrExLlNY5MEY4HoMbShCO--bHYybKRSSdFJuM5jul5M" class="fr-fic fr-fil fr-dib" width="475" style="width: 477px; height: 654.363px;" height="654"></p><p><strong><span style="font-size: 10pt;">Fig 22. Webhook configuration.</span></strong></p><p><br></p><p>To populate additional ticket fields against the alert ticket using data from Datto, use the additional values section of the webhook setup. Use the JSON here to add onto your existing webhooks and pull through the desired data.&nbsp;</p><p><br></p><p>This will be backwards compatible with the email processing method but it is advised to disable email notifications from Datto RMM when using the webhook method.</p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>When testing the webhook on Datto, it will fail, this is due to the variables being pulled for the test just giving the field name instead of the actual content of the field. As explained in the screenshot, it is recommended to disable the email notifications to avoid duplicates when using the webhooks feature.</em></strong></p><p><br></p><p>Once you have setup your webhooks in Datto had back to Halo and set the ticket type and user that will be used for alert tickets created by Datto.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhNmJhYjM1LTMzNjctNGI2Mi1hM2QxLTQyMGE0M2UzYzI0MSJ9.oOYiN5G8oepyCj3mkWqiaIwHxGao6nfDBsS4zasdDHs" class="fr-fic fr-fil fr-dib" width="716" height="239"></p><p><strong><span style="font-size: 10pt;">Fig 23. Ticket type and user used for alerts</span></strong></p><p><br></p><p>Alerts will be attempted to match on a user based on the device the alert is for, if this device is matched to an asset in Halo and this asset has a user the ticket will be assigned to the matched asset&#39;s user. If no match can be made the alert will be matched to the user chosen in the &#39;New Alert User&#39; field.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Inbound Requests</span></strong></p><p>The &#39;Inbound Requests&#39; tab shows all inbound webhooks from Datto RMM. Here, you can monitor incoming alert webhooks, useful for troubleshooting should any errors arise.&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;}</style><p>A breakdown of each option in a ticket area.&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;}</style><p>The Halo Ticket screen is likely to be the most used page within Halo. So, we&rsquo;ve designed it for the way that teams want to work.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzOTYzOTdmLTU5YjAtNDUzYi1iZmE0LThjZGM3ODgyMGRiZSJ9.28P_0epPYhoek-oy2NIL-u_4-Z4MZsYxbQU8gBYvUGg" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 451.389px;" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 1. The Ticket Screen</span></strong></p><p><br></p><p><strong>1. Agent -&nbsp;</strong>This is a technician in a team, the small green circle attached to it indicates their availability status, e.g. Green = Available.</p><p><strong>2.&nbsp;</strong><strong>Sections &ndash;&nbsp;</strong>Click here to expand/close sections to view agents and distribution of ticket within the section.</p><p><strong>3.</strong> <strong>Filters &ndash;&nbsp;</strong>Click to change how the filters on how/what tickets are displayed.</p><p><strong>4. Search functionality &ndash;&nbsp;</strong>Quick search customers or tickets.</p><p><strong>5. Home Button -&nbsp;</strong>This directs you back to the Home Page from any page in Halo.</p><p><strong>6. Ticket Volume -&nbsp;</strong>Shows how many tickets are in the queue (that comply with the filters applied).</p><p><strong>7. Select All -&nbsp;</strong>Click to highlight all tickets, or individual tickets. From here right click to apply an action to all selected tickets.</p><p><strong>8. View Filters &ndash;&nbsp;</strong>Click to change how the filters on how/what tickets are displayed.</p><p><strong>9.Ticket ID -&nbsp;</strong>Each ticket that enters Halo will be given a unique ticket ID which helps distinguish between tickets.</p><p><strong>10. Customer/Site/User &ndash;&nbsp;</strong>Indicates where the owner of the ticket originates from.</p><p><strong>11. Ticket Type &ndash;&nbsp;</strong>The Ticket Types are an easy way to define different categories of tickets, by what information they will contain. Such as an Incident Break Fix ticket, or a Sales ticket.</p><p><strong>12. Ticket Status Indicator &ndash;&nbsp;</strong>Shows the current state of the ticket.</p><p><strong>13. T</strong><strong>icket Summary &ndash;&nbsp;</strong>Shows Subject of Email sent in.</p><p><strong>14. Search Function &ndash;&nbsp;</strong>For Accessing information on Tickets, Articles, Assets, Clients, Sites, Users and Agents. For more information about Search, please visit this guide:</p><p><strong>15. Notifications &ndash;&nbsp;</strong>For staying up to date with any event that needs your attention, this can be found here.</p><p><strong>16. Task List &ndash;&nbsp;</strong>For creating day-to-day lists to stay on top of workload.</p><p><strong>17.</strong> <strong>Agent KPI Dashboard&nbsp;</strong><strong data-pasted="true">&ndash;&nbsp;</strong>Shows a Dashboard for a specified agent.</p><p><strong>18. Activity Feed -&nbsp;</strong>Gives a direct live feed of actions being carried out in the system.</p><p><strong>19. Time Sheet &ndash;&nbsp;</strong>Showing you and your teams day breakdown of activity, you can track time management and efficiency here.</p><p><strong>20. Help &ndash;&nbsp;</strong>For access to Halo Guides, Submitting Tickets to Halo Support, viewing our Privacy Policy, Viewing Release Details or viewing information around your system and license; this is done here.</p><p><strong>21. My Account &ndash;&nbsp;</strong>To view your Account, set your status, reset your Password, enabling 2 Factor Authentication or Logging out. You can do this here.</p><p><strong>22. Additional Options &ndash;&nbsp;</strong>Adjust the view to Tile mode, or edit columns.</p><p><strong>23. New Ticket -&nbsp;</strong>Opens the New Ticket Panel to create a new ticket.</p><p><strong>24. Refresh Ticket List -&nbsp;</strong>Refresh Ticket List &ndash; Force refreshes the list of tickets to show any new updates.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Icons</strong></span></p><p><span style="font-size: 11pt;">Icons can be displayed against a ticket in the column profile to give details about the ticket or its users. &nbsp; &nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMWZjNzM2LWE0MWQtNGI4ZS04Y2Y2LWNkZDEzNzExMTJiYiJ9._vbOkeIDAcLxbs8Kj9VuntSmCTjzGE17BBknTAbMpak" class="fr-fic fr-fil fr-dib" width="1184" style="width: 1186px; height: 336.778px;" height="337"></span><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Icons on the Ticket Screen</span></strong></p><p><br></p><p style="margin: 0px;" data-pasted="true"><strong>Star -&nbsp;</strong>Shows when the end user of the ticket is an important contact. This is set under the user&#39;s permissions.</p><p style="margin: 0px;"><strong>Flag -&nbsp;</strong>Shows when an agent has added a flag to the ticket. Flags are added by selecting the ticket in the list &gt; edit &gt; Flag.&nbsp;</p><p style="margin: 0px;"><strong>Crossout -&nbsp;</strong>Shows when the end user of the ticket is marked as inactive. This is set under the user&#39;s details.&nbsp;</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>