<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Creating a Quick Action</strong></p><p><strong>- Setting the Automation on the Workflow</strong></p><p><strong>- Using the Action</strong></p><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Associated Admin Guides:<br></strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1419/" target="_blank" rel="noopener noreferrer">Actions</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1832/" target="_blank" rel="noopener noreferrer">Workflows</a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/919/" target="_blank" rel="noopener noreferrer"><strong>Creating and Using Quick Actions</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Quick Action</span></strong></p><p>To automate an action on a workflow, a Quick Action needs to be used. To configure one, go to Configuration &gt; Tickets &gt; Actions &gt; New.</p><p><br></p><p>Name your action and action button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3OWRhODQzLTU0OTAtNDZiZC05YWYwLWVmYWMxOWYxMWE1ZSJ9.mFNgXuKdWcq0-h_hA0pzaKK-NBKpo7cL9-XWr4IFipU" width="365" height="409" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Outcome Description and Button Name</span></strong></p><p><br></p><p>Enable the<strong>&nbsp;Is a Quick Action</strong> checkbox. You can then set if you want the status to change after the action is used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMTRhMjRjLTA3M2UtNGYyMi05ZmI4LThmMmYwYWE2Y2ZkMCJ9.VAcrRZp3f0uZ1ww_UmqdRYM3zlNHGwoytNkct-75zG4" width="964" style="width: 966px; height: 264.141px;" height="264" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Is a Quick Action checkbox and Status After Action dropdown</span></strong></p><p><br></p><p>In this example, I am going to use the Quick Action to send an email. In the Defaults tab, set the Send an Email toggle to Yes.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzNjMwYjIyLTg2ZmYtNDYyOS05M2I3LTEwNTEyNmRiNmUzNiJ9.PELj-3tbDwOhIZIEifkMo-qCfvoRwbJUvLqeXrnu4mo" width="412" height="363" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Send an Email set to Yes</span></strong></p><p><br></p><p>Scrolling down, I am then choosing the template I want to send out (email templates can be created/ edited from within configuration &gt; email &gt; email templates)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NTQ5N2EyLTc5ZWYtNGQ0MS1hOGM1LWZjMDc2NzdkNTA2NyJ9.7IS40cle3nakms-GjVbnyM8SeS5AQvidwa9rWTchgXM" width="308" height="266" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Email Template on an action</span></strong></p><p><br></p><p>Upon saving, you now have the action configured.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting the Automation on the Workflow</strong></span></p><p><span style="font-size: 11pt;">Configuration &gt; Tickets &gt; Workflows &gt; choose the workflow you want to add the action to &gt; Edit &gt;&nbsp;edit the step you want to add it to &gt; Add.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhNmFhNzA1LTc1YzYtNGJkNC04MTY3LTMzZDBlMDk4NTNlNCJ9.J4H1UJ_NZyVWAIUVXgyHz7bQejJmIDKiteoHzY-4NZ0" width="1207" height="634" class="fr-fic fr-dii"></p><p><strong>Fig 5. Edit Step Button on a Workflow Step&nbsp;</strong></p><p><br></p><p><span style="font-size: 11pt;">You will then see this screen where you can choose the Action Type as Automation, Type as Quick Action, then select the Quick Action we made.</span></p><p><br></p><p><span style="font-size: 11pt;">Conditions will be checked upon entering the step, and any time a ticket updated whilst in that step. This constitutes any change such as adding an action, updating a field, etc.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZDg0M2NjLTFiYWUtNDBlMy1hNjU0LTAwZGVlY2ZhYmNmNCJ9.CqQ4rx0P7ZVv3A1EYaxJOsWAUdwZle7WHiFZ6Dd-iWM" width="526" height="766" class="fr-fic fr-dii"></span></p><p><strong>Fig 6. Configuring the automation for the quick action</strong></p><p><br></p><p>You can add conditions here - I set mine to when the Agent is Unassigned.</p><p>From v2,242+, the &quot;Email To&quot; addresses can be used as a workflow automation criteria. This means if the addresses are updated to include an email address which matches this criteria the automation will run.</p><p><br></p><p>In this example, I have set the Trigger as <strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the ticket</strong>.&nbsp;</p><p><br></p><p>There are three Trigger options.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmYjlkYjVlLWVlMzctNDg1OS05OGI5LWMyMmUxNTFiNGJhMCJ9.o5_X2FY_7C83nfl_7JyBce_hdlGyZkIFtpXCV0XVVZI" width="526" height="251" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. List of trigger options</span></strong></p><p><br></p><p><strong>When meeting the conditions through entering the step or updating the Ticket</strong> - Applies as soon as these conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of minutes after meeting the conditions through entering the step or updating the Ticket</strong> - Applies after the set number of minutes where the conditions are met on the step.</p><p><br></p><p><strong>A pre-determined number of days before/after a field value and meeting the conditions through entering the step or updating the Ticket&nbsp;</strong>- Applies after the set number of days where the conditions are met on the step and a date field is set. As shown in figure 7, the fields that can be chosen on the dropdown are date fields, this is inclusive of date fields created in the ticket entity of custom fields (custom fields can be created from within configuration &gt; custom objects &gt; custom fields)</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkMjE5YWFiLWNmYmQtNDAwMy1iMGNjLWE3MmY4NjY5MjJmMyJ9.D8JvrmHN9Go3mifM7sF_Ki7q9UDumsBK1mBcAXARGkc" width="534" height="255" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Using the Start Date &amp; Time field to trigger the field value</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you have multiple automations in the same step that are all using the Trigger type &#39;When meeting the conditions through entering the step or updating the ticket&#39;, you have the option to give each automation a sequence to instruct the system in which order to run the automations. Lower sequence automations (e.g. &#39;1&#39;) will run before higher sequence automations (e.g. &#39;5&#39;).</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxMDhmMTM5LWFkMzAtNDdkOC05ODY3LTUzM2ZkOTI1MTExMiJ9.uJwqJ01UmcE3ZjsEWIi_KZEMiOpc22Jn-UkoP4LQwas" class="fr-fic fr-fil fr-dib" width="618" style="width: 620px; height: 592.127px;" height="592"></span></p><p><br></p><p><strong>Fig 9. The new sequencing option for automations set to trigger immediately on workflow steps (2.228.1+)</strong></p><p><br></p><p>Scrolling to the bottom, I have configured my action to move to the &quot;Opportunity Lost&quot; stage if it stays on the &quot;Negotiation&quot; stage for 10 minutes (as shown in figure 5). If using this example, you would likely set this to a much longer period.</p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Action</span></strong></p><p>Here, I have now raised an opportunity ticket that has the workflow I added the Quick Action automation to, and have raised the quotation to get to the stage with my automation.</p><p><br></p><p>Upon waiting the 10 minutes I have set (or whichever time you set), it will apply my Quick Action to move my workflow along and send out the email, which I have created.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZjI4YzNmLWQ1ZWUtNDBkNy05YzEzLWMzOTUwMTZkNzc5OCJ9.TqR_6slPQdO3BTVcCy_Wg4UWicdgXainL4iwbl0ASvs" width="984" style="width: 986px; height: 455.375px;" height="455" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quick Action in use on a ticket with that workflow</span></strong></p><p><br></p><p>It has now sent out the email configured in the Quick Action via an email template (An email template is a pre-configured email that can be automatically sent out), and moved the workflow stage to Lost. If using the status change on the Quick Action, you could also have it set the status to Closed after running to close the ticket automatically.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Marking a Customer as Important</strong></p><p id="isPasted"><strong>- Configuring VIP Popups</strong></p><p><strong>- Ticket Rules with Important Customer/User</strong></p><p><strong>- VIP Users as Site Contacts</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1415/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Users)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records &nbsp;</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2127/" target="_blank" rel="noopener noreferrer"><strong>Customer Relationships Setup</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Marking a Customer as Important</span></strong></p><p>In the Customers area, select a customer and Edit. Scroll until you see a checkbox called &quot;Important Customer&quot; and turn this on. This will either be in the right hand side, or in a &quot;Details&quot; tab along the top. This will also show a star icon in the top right of the customer&#39;s logo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzOTMwMzQwLTc0NTQtNDRkZC1iZDUzLWRlZDI1Nzk2OGQyYyJ9.pMBB3ZUUfB-GW9tdyB3JflcTJWA-Xxun9NAuaKB_DyY" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 487.888px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 1. Marking a customer as important.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring VIP Popups</span></strong></p><div id="isPasted"><span style="font-size: 11pt;">In Configuration &gt; Tickets &gt; General Settings, enable &quot;Display popup if End-User is a VIP or Service User&quot;.</span></div><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxODkzY2UyLTkwZTgtNDRlMy1iMzFhLTZlOTdlODEzNmM1NSJ9.RLwPddyglIIVunP2RCSXWPcecxCaUP3P46xYbFbvzGg" class="fr-fic fr-fil fr-dib" width="597" height="345"></span><span style="font-size: 10pt;"><strong>Fig 2. Enabling popups.</strong></span></p><div><br></div><div><span style="font-size: 11pt;">An end-user can be marked as important (VIP) from this checkbox in the &quot;Permissions&quot; tab.</span></div><p><br></p><div style="border: 0px;font-style: normal;font-weight: 400;font-size:12pt;line-height: inherit;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif;margin: 0px;padding: 0px;vertical-align: baseline;color: black !important;text-align: start;text-indent: 0px;background-color: rgb(255, 255, 255);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkNjNlMTgwLTQ5YzctNDg1OC1iMmRlLTczMjBiOThjNDAxNiJ9.OZvIi4virApPJYnQuOORnsJJ3-yIjstq5aaw7jXcLZM" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.408px;" height="483"></div><div><span style="font-size: 10pt;"><strong>Fig 3. This User is an Important contact checkbox in Permissions tab.</strong></span></div><p><br></p><p>This can also be done with a user role in Configuration &gt; Users &gt; User Roles, and then assigning the role to each user you wish to make an important contact.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMTdiNWZkLWJmN2QtNDVjNS05MzM4LWMzYTM4NjBhNmY4ZCJ9.E6gDyfw1OdsyyzH3kfB-1qz2t43lpE_pMRrfOZDHU4s" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 477.974px;" height="478"></p><p><strong><span style="font-size: 10pt;">Fig 4. User role.</span></strong></p><p><br></p><p>This popup will then appear in the bottom left when either logging tickets or viewing tickets logged by a VIP user. When searching for a user to log the ticket against, important users will appear higher in the list. They will also have the star icon next to their profile picture like customers do.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMmFjYWNmLTYxYTEtNDE5MS1hYzA4LTUzYzU0NTI1YTZiNiJ9.riiEgvqwND0YoLyjltnalPM2z6LFIpGg6163PhdtI7o" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.388px;" height="481"></p><div><strong><span style="font-size: 10pt;">Fig 5. End-User is a VIP popup on ticket logging screen.</span></strong></div><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Rules with Important Customer/User</span></strong></p><div><span style="font-size: 11pt;">Ticket rules can have criteria of an important user or an important customer. This will allow the ability to update the ticket fields such as team, status or SLA.<br><br>Ticket rules can be created in Configuration &gt; Tickets &gt; Rules.<br><br>This is a useful feature for escalating tickets to treat it as a higher priority if the customer/user who logged it is a VIP.<br><br></span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNWJhMjE5LTAwZDMtNDdiMi1hMzRjLThlNmUyYmU1OTUyNyJ9.2sHdYTIUbReCSAe4T_fXYtNGwTHurgJE6ACl3QoCbNI" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 481.652px;" height="482"></div><p><strong><span style="font-size: 10pt;">Fig 6. Important Customer and Important User ticket rule criteria.</span></strong></p><p><br></p><p><span style="font-size: 11pt;" id="isPasted">The criteria can also be based on your own configured customer relationships - either be &quot;Is equal to&quot;, &quot;Has a value&quot;, &quot;Does not have a value&quot;, &quot;Includes&quot;, and &quot;Does not include&quot;, and then can choose one or more.</span></p><p><br></p><p><span style="font-size: 11pt;">You can learn how to configure these with the &quot;Customer Relationships Setup&quot; guide linked at the top of this article.</span></p><p><br></p><p><span style="font-size: 11pt;">Customer relationships can be useful to split VIP customers into groups for instance. You may have a group of VIPs due to being high-value customers, and another who are retention efforts and require more time to retain them happily. Using the relationships feature will allow you to separate these customers and target each group more effectively.<br></span></p><p><br></p><p><strong><span style="font-size: 14pt;">VIP Users as Site Contacts</span></strong></p><p>Users marked as an important contact will also become listed as &quot;Site Contacts&quot; in the address book.</p><p><br></p><p>On an email action, click the &quot;To&quot; to open the address book.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwOTg1MDcwLWZjODctNGU1OS1hNTc5LTI3NDFhNzZlOTVhNSJ9.atnb5oTMkYBVS3-bK2hJSJ-DkN8RO2pZnWdThCOmSN8" class="fr-fic fr-fil fr-dib" width="961" height="460"></p><p><strong><span style="font-size: 10pt;">Fig 7. Opening the address book on an email action.</span></strong></p><p><br></p><p>This popup will then show. Changing the dropdown to &quot;Site Contacts&quot; shows the name and email address of any important contacts at the site associated with the ticket. This is useful for CCing in these users on important emails.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkOTVjNWFkLTUxMjUtNDBmNy1iNmE1LWMwMTVlOThmNDExZiJ9.x4WoFIPYU2tBHVgZwizPpqRIBSzGzFGj-BjK8L1ksGo" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 482.713px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 8. List of site contacts in the address book.</span></strong></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Creating an Application</strong></p><p><strong>- Linking a Connected Instance</strong></p><p><strong>- Creating a Linked Ticket List</strong></p><p><strong>- Using a Linked Ticket List</strong></p><p><strong>- Email identification</strong></p><p><br></p><p><br></p><p>Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we are joining a PSA instance to an ITSM instance, although the type of Halo product does not matter here.</p><p><br></p><p><strong><em>Note: Agents in the secondary instance will need login credentials to the primary instance.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an Application</span></strong></p><p>The first thing is to create an API application in instance A (PSA). Go to Configuration &gt; Integrations &gt; Halo API &gt; Applications. Give it a name, and set the authentication method to &quot;Client ID and Secret (Services)&quot;. Make note of the client ID and secret, as the secret will be hidden upon leaving the page.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOWUyNzUwLWRkZjgtNGVmOS1iNjEwLWQxMmUxOGE1MTgxYSJ9.PgmJ4TL8hVEf1hvDrU_DaMVx3d0rWw2uw5zH2VZlF9c" width="1074" height="553" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating the API application</span></strong></p><p><br></p><p>In the &quot;Permissions&quot; tab, set the permissions. The below is recommended/required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmOTMyMDMwLTg4ZGMtNDRlYi04Y2U2LTc3YTRmYTk1ODhhZSJ9.9-dWS_KvepN9_H8tibqDb-Ka-mILf9h_ERerxE7PYWQ" width="1022" height="476" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting permissions on the application</span></strong></p><p><br></p><p>Save the application.</p><p><br></p><p><strong><span style="font-size: 14pt;">Linking a Connected Instance</span></strong></p><p>Now we can go to instance B (ITSM). In Configuration &gt; Integrations &gt; Halo API &gt; Connected Instances, create a new connected instance. Name this, and paste the client ID and secret from instance A here.</p><p><br></p><p>You will also need to enter a API and an authorisation URL. For the API URL, enter instance A&#39;s URL with &quot;/api&quot; at the end. For the authorisation URL, enter instance A&#39;s URL with &quot;/auth&quot; at the end.</p><p><br></p><p>The Halo tenant ID can be obtained by going to the URL with &quot;/api/instanceinfo&quot; at the end. Click the &quot;Pretty print&quot; checkbox for easier reading, and you can find &quot;tenant_id&quot; in the list here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMWVkNmZkLWNhNTctNDE5NS04MGZhLWE5ZjIyMzEzNGI2NSJ9.fhS6UxQ4LNJw5UnO3WYhC86Q3WGpp45NyYroQ3LVbHk" class="fr-fic fr-fil fr-dib" width="359" height="87"></p><p><strong><span style="font-size: 10pt;">Fig 3. Obtaining the tenant ID</span></strong></p><p><br></p><p>Save the connected instance. To test if the instances are connected correctly, click the &quot;Test&quot; button at the top to check the configuration.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZjgyNzA3LTQ5YmYtNGQ1OC05ZmRjLTBmZWQzNWIzODYyMSJ9.6Q8kZINEFBS4Y4LfMr3O7ymLkhZRyP2GXwlEHuHHQ-w" class="fr-fic fr-fil fr-dib" width="796" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting up a connected instance</span></strong></p><p><br></p><p>This will then show a popup indicating it has succeeded. If not, follow the instructions on the error popup to troubleshoot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3M2ZiNjRiLTMxOTQtNGE4MC05ZDdmLTk0OTA1ZDg5Mjg5YiJ9.Cewc__nJYUE-OYb3btwU25nPjjR9KClh_6RmtvykHfY" width="615" height="157" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Testing popup</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Linked Ticket List</span></strong></p><p>Upon successful configuration, you can now create the ticket list to show between both instances. In instance A, create a standard ticket list, and set the filters of what should appear within it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3ODMyM2E5LTQ2YjAtNDc1OC04MTU3LTQ5MWQzYTRlMWNjMiJ9.i5_WfNDRAAPQPklkQoEeqKrnN05Om5ujqTooACQIcuU" width="280" height="733" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Creating a ticket list in instance A</span></strong></p><p><br></p><p>In instance B, create a ticket list. Set the &quot;Halo API&quot; field to the connection with instance A, and then select the list ID/name in the field dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyM2M2ZGNmLTUxMGUtNDI5OS04MDMyLTBjNzk1ZTViOTJmZCJ9.y8mP3uoNA2GgWEKnLqcqEliA9pTZG3f48v6CePpVvy0" width="911" height="661" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Linking a ticket list in instance B</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Linked Ticket List</span></strong></p><p>You have now created the ticket list. It will appear in both instances within the &quot;My Lists&quot; view.</p><p><br></p><p>It will appear like normal in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDQ5YWMwLTc5ODktNGZiZi1iNTI4LTYxZDhjZjUxZjJiOSJ9.Q3IK-3Ai9v4cnLW81FCbbCNEovZnGJnt0T5d-TE0kAI" width="1219" style="width: 1221px; height: 426.685px;" height="427" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 8. Ticket list in instance A</span></strong></p><p><br></p><p>Within instance B, you will also see the same ticket list.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1MzEyNGE0LTVjMjMtNDBiMi05N2M0LTZmMWUwMzNhZTQzNyJ9.QPA_q8u9qo2r5KLOfYafnAPzWRUXs2E2OR9IK5KwW7s" width="1219" height="264" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1221px; height: 263.69px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 9. Ticket list in instance B</span></strong></p><p><br></p><p>Upon clicking on a ticket within the list in instance B, the login screen will open in a new tab.</p><p><br></p><p>Agents in instance B will need logins for instance A, and upon logging in, the ticket will open in instance A.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1ZjgwNjBkLTYyYzUtNGZjMS1iZmJhLWQwMDc5YTMxZmQzYiJ9.Zak5LieYRaWrs42lUjNxpuMzh36EWdNjFH2wLxd1y2o" width="1220" style="width: 1222px; height: 292.217px;" height="292" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Clicking into ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;"><strong data-pasted="true">Email identification&nbsp;</strong></span></strong></p><p>An identifier can be set for each of your connected instances which will be included in outgoing emails. To enable this, head to Configuration&gt;Email&gt;General Settings, and select the &quot;Add an instance identifier to the subject of Outgoing Emails&quot;. Once enabled, a text field will show allowing you to set your identifier for the instance. This allows you to identify and control where emails are sent and received from. &nbsp;&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViY2E0OGYyLTgwYjYtNDE1MS04MjU2LWZmMTRlMWQ2Yzk2NSJ9.1NvHNQwyNfqFUGKXgv42CvZaSeAM46dCMsqH5Qi-Ufo" class="fr-fic fr-fil fr-dib" width="654" style="width: 656px; height: 137.84px;" height="138"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Adding an instance identifier &nbsp;</span></strong></p><p><br></p>

<div><style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Teams &amp; Agents &gt; Statuses</span></strong></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2390" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Agent Statuses</strong></a></li></ul></div>

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} img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; 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width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style> <style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style> <style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Details</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.2686%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.3981%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Status Name</td><td style="width: 16.2686%;">Free Text</td><td style="width: 50.3981%; text-align: left;">The name of the Status</td></tr><tr><td style="width: 33.3333%;" id="value7">Sequence in lists</td><td style="width: 16.2686%;">Integer</td><td style="width: 50.3981%; text-align: left;">Determines where the Status will appear in lists; a higher Sequence will result in the Status being lower in the list. Statuses with the same Sequence will be ordered alphabetically.</td></tr><tr><td style="width: 33.3333%;" id="value6">Colour</td><td style="width: 16.2686%;">Colour Chart</td><td style="width: 50.3981%; text-align: left;">The colour of the status icon, this is most often seen next to Agent icons.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="value5_bool">Override the &quot;Offline&quot; status when this status is selected</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When Agents are not logged in, they will be marked as &quot;Offline&quot;. When checked, this will ensure that, if the Agent has this Status, it will still show when they go offline.</td></tr><tr><td style="width: 33.3333%;" id="value3_bool">Show a warning when assigning to an Agent with this Status</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">This will show a warning box when trying to assign a ticket to an Agent that has this status. Often used for &quot;Busy&quot; or &quot;Away&quot; statuses.</td></tr><tr><td style="width: 33.3333%;" id="value8_bool">Show a warning when mentioning an Agent with this Status<br></td><td style="width: 16.2686%;">Checkbox<br></td><td style="width: 50.3981%; text-align: left;">When mentioning an agent i.e. through an action on a ticket. If they have this status set, you will be warned of this. For example they may be set to &quot;Out of Office&quot; so it would make sense to checkbox this setting on for such a status.</td></tr><tr><td style="width: 33.3333%;" id="value2_bool">Include Agents with this Status in Load Balance and Round Robin</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">When auto-assigning tickets, Agents with this status will be included in the pool of those available to recieve them.</td></tr><tr><td style="width: 33.3333%;" id="value4_bool">Count Agents as online for Live Chat</td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">With Live-Chat enabled, Agents with this Status will be added to the list of those available to provide assistance.</td></tr><tr><td style="width: 33.3333%;" id="value9_bool">Include Agents with this Status in Load Balance and Round Robin for Tickets linked to a Chat<br></td><td style="width: 16.2686%;">Checkbox</td><td style="width: 50.3981%; text-align: left;">Only available when &#39;Include Agents with this Status in Load Balance and Round Robin&#39; is disabled. When checked agents in this status will be able to be assigned tickets as part of load balance/round robin when the ticket is linked to a chat.&nbsp;</td></tr></tbody></table></div>

<div><style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p>To update your web app URL, make sure you have the HTTPS certificate for the URL you wish to move to installed on your web server and available in IIS.</p><p><br></p><p>Configure a DNS record configured on your domain to direct traffic going to your new URL, to your web server.</p><p><br></p><p>Configure a HTTPS binding on your Halo site in IIS, selecting your covering certificate.&nbsp;</p><p><br></p><p>Open the Config.exe application from the root of your Halo web app, and set the URLs to (your URL)/api/ for API URL, (your URL)/auth/ as AUTH URL, and (your URL) and Agent Web App URL:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MGJjMmY0LWNjNmItNDU2Yy05NTVmLTlmNDEzYjdjYTY4YiJ9.n9SmTvjFIRkGkuzwAQ2DzFnpck77CGoRFgE84dw_-ro" class="fr-fic fr-fil fr-dib" width="532" style="width: 532px; height: 691.238px;" height="691.238"></p><p><br></p><p>Save this, then restart the Halo IIS site.</p><p><br></p><p>If you have issues navigating to the website after this, then go to this URL to clear your cache:</p><p><br></p><p>(Your URL)/API/instanceinfo?clear_cache=true</p></div>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Different sections of the &#39;Quotes and Orders&#39; module&nbsp;</strong></p><p><strong>- How to filter and sort results</strong></p><p><br></p><p><br></p><p>The Quotes and Orders module can be used for:</p><ul><li>Raising quotes/orders.</li><li>Viewing open quotes/orders.</li></ul><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Different sections of the &#39;Quotes and Orders&#39; module&nbsp;</span></strong></p><p>The quotes and orders module is split into four sections and these each have subsections.</p><p><br></p><p><strong><span style="font-size: 12pt;">Quotations</span></strong></p><p><span style="font-size: 11pt;">This shows all quotations.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Open quotes</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that can be actioned. These are defined as quotations that have a status that does not have a system use &#39;closed&#39;. See our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1989/" target="_blank" rel="noopener noreferrer" id="isPasted">quote statuses</a> for more information on this.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Closed quotes</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that have been closed. These quotes will have a status that has the system use &#39;closed&#39;. These quotes do not need to be actioned.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Requires processing</strong></span></p><p><span style="font-size: 11pt;">Shows all quotes that require action. These quotes will have a status that has a system use &#39;accepted&#39;.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Processed</strong></span></p><p><span style="font-size: 11pt;">Shows quotes that have had a sales order made from them. These quotes are therefore deemed as processed.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Sales Orders</span></strong></p><p><span style="font-size: 11pt;">This shows all sales orders.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Open orders</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that does not have a system use &#39;closed&#39;. See our guide on <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2381/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>sales order statuses</strong></a> for more information on sales order statuses.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Closed orders</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that do have a system use &#39;closed&#39;.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Requires ordering</strong></span></p><p><span style="font-size: 11pt;">This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and that do not have a linked purchase order.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">How to change requires ordering functionality:</span></strong></p><p>The sales orders that appear in requires ordering can be changed using the setting &#39;Check type for Products that require ordering on Sales Orders&#39; found in Configuration &gt; Items and Stock Control.</p><p><br></p><p>This setting is only visible if &#39;Allow reserving of Products/Assets&#39; is enabled.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4OTJlOWJiLTRmZTQtNDQ0Zi05ZDRjLWZjZGMzZTVjNzUzMSJ9.qSl6pLyia7iAJO_PmrmJ0KHHKFvTuHATRLgDCjD19-o" class="fr-fic fr-fil fr-dib" width="856" style="width: 858px; height: 336.6px;" height="337"></p><p><strong><span style="font-size: 10pt;">Fig 1. Check type for Products that require ordering on Sales Orders setting</span></strong></p><p><br></p><p>If set to the first option &#39;<strong>Sales order is not closed and delivered quantity plus reserved quantity plus quantity not yet received on Purchase orders is less than the line total quantity</strong>&#39; - A sales order will show in requires purchasing if the items in any of the lines have not been reserved, even if they are in stock. If the item(s) are not in stock and a purchase order needs to be raised, once the purchase order is raised for each line that has not been reserved the order will no longer appear in requires purchasing.&nbsp;</p><p><br></p><p>Even if the purchase order(s) raised do not provide enough stock to fulfil the order, once all the lines either have a purchase order against them line, or all the items in the line have been reserved, it will not show in requires purchasing.&nbsp;</p><p><br></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">If set to the second option &#39;<strong>Sales Order is not closed and delivered quantity plus reserved quantity plus quantity not yet received on Purchase Orders is less than the line total quantity</strong>&#39; - &nbsp;A sales order will show in requires purchasing if the items in any of the lines have not been reserved, even if they are in stock.&nbsp;</span>If the item(s) are not in stock and a purchase order needs to be raised a calculation will work out if enough items have been ordered. That is, if one line on the sales order is for 6 items but I raise a purchase order for 4 of these items the sales order will still show in requires ordering as in total I will not have enough items to fulfil the order. &nbsp;</p><p><br></p><p>If one line is for 6 items and I already have 2 of these in stock so I reserve these two, and I raise a purchase order for 4 more the sales order will not show in requires ordering as the reserved items +the purchase order will give me enough to fulfil the order.&nbsp;</p><p><br></p><p>If you are raising multiple purchase orders to fulfil the one line on a sales order, you must ensure the purchase orders are linked to this line on the sales order. Ensure the purchase orders are raised within the sales order, using the &#39;order items&#39; button.&nbsp;</p><p><br></p><p><strong>Requires Invoicing</strong></p><p id="isPasted">This shows all sales orders that have a status that has the setting &#39;Sales order is ready for invoicing when this status is selected&#39; enabled.</p><p><br></p><p><strong>Requires consigning</strong></p><p>This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and at least one of the line items has not been consigned.&nbsp;</p><p><br></p><p><strong>Requires Action</strong></p><p>This shows all sales orders that have outstanding actions against a line. If a sales order line has an action available but you do not want/need to complete this action you can edit the line and mark the line as complete using the &#39;Mark this line as complete&#39; field. Note, this does not apply retroactively, any sales orders created before the version this functionality is on will not appear in the requires action area.&nbsp;</p><p><br></p><p>Sales order statuses can be found under Configuration &gt; Sales Orders &gt; Sales Order Statuses.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMTE0ODliLTA3ZjEtNGFlYi05NTZmLTFhN2FkNmMzMDg3MiJ9.3Ms0PyedEkJyMDu-lemMrV-8Mm9-2YsBz3rxMjRwdeQ" class="fr-fic fr-fil fr-dib" width="549" style="width: 551px; height: 396.154px;" height="396"></p><p><strong><span style="font-size: 10pt;">Fig 2. Sales order statuses</span></strong></p><p><br></p><p id="isPasted"><strong>Requires Recurring Invoice</strong></p><p>This shows all sales orders that have a status that does not have a system use &#39;closed&#39; and at least one of the items on the sales order requires a recurring invoice to be generated (sales order containing a recurring item).&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Purchase Orders</span></strong></p><p>Shows all purchase orders</p><p><br></p><p><strong>Open orders&nbsp;</strong></p><p>Shows all purchase orders that have a status that does not have a system use &#39;closed&#39;.</p><p><br></p><p><strong>Closed orders</strong></p><p>Shows all purchase orders that have a status that does have a system use &#39;closed&#39;.</p><p><br></p><p><strong>Awaiting stock</strong></p><p id="isPasted">Shows all purchase orders that have stock that has not yet been received. If a purchase order is set to the status closed but it still has outstanding stock to be received it will show here.&nbsp;</p><p><br></p><p>The status &#39;Cancelled&#39; and &#39;Cancelled/Not awaiting stock&#39; are available against each service. If a PO status has &#39;Cancelled/Not awaiting stock&#39; enabled POs with this status will not appear in awaiting stock.&nbsp;</p><p><br></p><p><strong>Ready for Purchasing</strong></p><p>Shows all sales order lines that have a status that does not have a system use &#39;Closed&#39; and items have not yet been consigned, similar to the &#39;Requires Consigning&#39; area. However, this area can be used to bulk create purchase orders for sales orders that have not yet been fulfilled, likely as they require stock.&nbsp;</p><p><br></p><p>You will notice in the top left of this area there is an option to filter by supplier, allowing you to only see sales orders for one supplier and create these in bulk.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2MzY1ZmFkLTY2OTktNDYyYy05MTAzLTdmZWI2ZjdhMGVlOCJ9.lKr9hjd6VxOp0aAVTRUCu5WnCidw8jdWUz8ZTdYiDP0" class="fr-fic fr-fil fr-dib" width="501" style="width: 503px; height: 265.524px;" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 3. Filter by supplier in Ready for Purchasing</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How to Filter and Sort Results</span></strong></p><p>Each of the areas can be filtered to only show quotes/orders that you have raised. To do this hover over the three dots in the top right and select &#39;show mine only&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2YWRhNjI1LTcwMzgtNGRjZi1hOTc3LWI3MzI0YmNhMDg0YiJ9.FJVBdhUqoEmD3-RN7OqyZSnEYQkfeixppfzE7JOFUDc" class="fr-fic fr-fil fr-dib" width="681" style="width: 683px; height: 324.523px;" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 4. Show mine only</span></strong></p><p><br></p><p>Each of the columns in the quotes and orders module can also be used to filter results. This can be used to only show quotes/order for a particular date, user, created by agent etc.&nbsp;</p><p><br></p><p>To do this over over the column title and select the funnel. Once selected you can type in the value you would like to filter by.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMWIzNzk3LTdhOTMtNGI4OC1iYWUxLWQxMzI1Mjc4MzExYyJ9.RjMj0_r42zDmW2qBcO1M6-kSWHW1YGgyLz1t3y39jx8" class="fr-fic fr-fil fr-dib" width="370" style="width: 372px; height: 199.398px;" height="199"></p><p><strong><span style="font-size: 10pt;">Fig 5. Filter by columns</span></strong></p><p><br></p><p>Columns can also be sorted by double clicking on the column title.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Customise column layout under the purchase order area</span></strong></p><p>The columns that appear when previewing purchase orders in the purchase orders area can be customised.</p><p><br></p><p>To do this hover over the three dots in the top right of the page when viewing purchase orders, select &#39;Edit Columns&#39;, now you will be given the option to create/select a new column profile to use. If making a new column profile give this a name and in the &#39;columns&#39; section of the configuration page add in the purchase order fields that you would like to be visible, see figure 6 for an example.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiY2JmNjBjLTRmNmUtNDJiMi1hNGI2LTgzNjcxY2Q1OGZlMyJ9.jTBHM-zVuNOvQgkbl31UkWRmfwkznGwXNrvz66GWQCA" class="fr-fic fr-fil fr-dib" width="553" style="width: 555px; height: 827.538px;" height="828"></p><p><strong><span style="font-size: 10pt;">Fig 6. New column profile for purchase orders</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1YzBkMGMwLWVlN2MtNDU2My1hYzliLTlkYjc3NTg4N2EwYSJ9.4Bw9WsZ7JxQCTIF_PONbGAaHRRrb8Tgiz_eaW1zsR5Q" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 287.334px;" height="287"></p><p><strong><span style="font-size: 10pt;">Fig 7. Purchase order area with example column profile applied</span></strong></p>

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

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Adding the Roadmaps Option to the Self-Service Portal</strong></p><p><strong>- Enabling Roadmap Columns&nbsp;</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><strong><br></strong></p><p>You can show your upcoming changes on the Self-Service Portal via the inclusion of the &#39;Roadmaps&#39; menu option. This will show Tickets of ITIL type &#39;Change Request&#39; in a Kanban format, based on their Target Date.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding the Roadmaps Option to the Self Service Portal</span></strong></p><p>Head to Configuration &gt; Self Service Portal and add the &#39;Roadmaps&#39; menu button:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4MjdlOGY3LTFjM2EtNDllOC1iYzgzLTJkZWMzN2E2MDAwZiJ9.QW7FOVwte4FI-FbihSc-UNNKtEY1y-GOQo1TbyAgG_U" class="fr-fic fr-fil fr-dib" width="718" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 1. Adding the Roadmaps option to the Self-Service Portal</span></strong></p><p><br></p><h6><strong><span style="font-size: 14pt;">Enabling Roadmap Columns&nbsp;</span></strong></h6><p>In Configuration &gt; Tickets &gt; Change Management, enable &#39;Show the Change Management tab on the Ticket Details screen for Change Requests&#39;. This will dynamically present a series of Change Management fields, including &#39;Show the &quot;Roadmap&quot; Fields&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3NmU2M2EyLTY4MDMtNDdiZi04MGZhLWEyOWM2NjRjNzIyMSJ9.4NuFCy1H2RjXlV1bx7K96aZQINMDcSpzEfasnfOBeFY" class="fr-fic fr-fil fr-dib" width="625" height="741"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling Change Management Fields</span></strong></p><p><br></p><p>Following this, you will find a &#39;Change Management&#39; tab appear on Tickets of ITIL Type &#39;Change Request&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmZTU0Mzg2LWNhNDctNDlmMS05ZDUyLWYyNGE5ODE3ZjQzYyJ9.Pz_KwdluwT5fLzg6ubMk0lcmzNpB6UcKE1FCp_ysMRc" class="fr-fic fr-fil fr-dib" width="638" height="684"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuration &gt; Tickets &gt; Ticket Types - Setting the ITIL Type for a Ticket Type</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNzExMmZhLTk1ZjUtNGU1NC1hMWEzLTYxOWU3MDhlYmFkMCJ9.xUBZ0rUtSB0319mrHZjPWwr7rDGc0BqLSgxkIwldgog" class="fr-fic fr-fil fr-dib" width="363" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 4. The Change Management Tab, present on Tickets of ITIL Type &#39;Change Request&#39;&nbsp;</span></strong></p><p><br></p><p>By enabling &#39;Show on Roadmap&#39; (<strong>Fig 4</strong>), this Change Ticket will be presented via the Roadmap Kanban:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0ZjUwNTk4LTAzM2EtNDVlNi05OTAxLTI2YzdkMjU4NDMxZCJ9.95QTOH6CSjImqLZqdNr7zqRhxMqEoDU--UqQT0zCie8" class="fr-fic fr-fil fr-dib" width="818" height="203"></p><p><strong><span style="font-size: 10pt;">Fig 5. The Roadmap (as seen from the Self-Service Portal)&nbsp;</span></strong></p><p><br></p><p>The column these Tickets display in is based on the Target Date added to the Ticket in question, where:</p><p><br></p><ol><li>In Progress would show Tickets with a Target Date within the next 3 Months.</li><li>Up Next would show Tickets with a Target Date within the next 9 Months.</li><li>Future would show Tickets with a Target Date after 9 months from now.</li></ol><p><strong><span style="font-size: 14pt;">Using Statuses for the Roadmap&nbsp;</span></strong></p><p>As an alternative to grouping change requests by columns, they can be grouped by their ticket status instead.</p><p><br></p><p>To do this head to configuration &gt; self service portal &gt; edit the &#39;Roadmap&#39; button and disable &#39;Use Roadmap Columns Instead Of Statuses For The Roadmap&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMzJiNjkxLTI5MzQtNDk3Yy04NDY5LTdmNDZlMmY4ODc3MyJ9.D6ND4IbTxqnt4BfbNgh6rS431ymp-kAhL3LyDw0mDEk" class="fr-fic fr-fil fr-dib" width="555" height="692"></p><p><strong><span style="font-size: 10pt;">Fig 6. Use Roadmap Columns Instead Of Statuses For The Roadmap setting</span></strong></p><p><br></p><p>Now change request tickets will be grouped in the portal based on the status of the ticket rather than their target time (excluding the closed status). This is useful if you would like to provide users more detail on the status of the change.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Change Calendar</strong></span></p><p>The change calendar can also be used to display upcoming changes to users in the portal. This provides a more date-specific view of upcoming changes, allowing users to see the exact dates changes are scheduled to take place. The change calendar will show all tickets that have the ITIL ticket type &#39;Change Request&#39;, the start date and target date fields on the ticket will determine the dates the ticket appears on the calendar for.&nbsp;</p><p><br></p><p>To enable the change calendar for the portal head to configuration &gt; tickets &gt; change management, enable &#39;Publish the change calendar to the Self-Service Portal&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxOTJkNTA5LTUxNmEtNDFhMi04NjlkLWE2OGNmNDI5NDUwNyJ9.AxS_T3ce7Yvs3617RywCsc3Pfc8RQ_uEtOjmxYyQAWA" class="fr-fic fr-fil fr-dib" width="751" height="535"></p><p><strong>Fig 7. Publish the change calendar to the Self-Service Portal setting</strong></p><p><br></p><p>Once enabled you will see a setting to determine the &#39;Change Calendar Visibility&#39;, the option selected here will determine what change tickets appear on the calendar for the logged in user.&nbsp;</p><p><strong>Show all changes to all users&nbsp;</strong>- All users will be able to see all change requests, regardless of who the end user of the ticket is</p><p><strong>Show changes for the logged-in users client only</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them.</p><p><strong>Show changes for the logged-in users client and services they have access to</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see request tickets linked to a service they also have access to.&nbsp;</p><p><strong>Show changes for the logged-in users client and their subscribed services</strong> - The user will only be able to see change request tickets in which the end user of the ticket is under the same customer as them. If the change request is linked to a service, they will only be able to see requests linked to services they are subscribed to.&nbsp;</p><p><br></p><p>Once this setting in enabled you can add a button to the portal for users to access the change management calendar, head to configuration &gt; self service portal &gt; add the menu button &#39;Change calendar&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllODAwNTc2LTRiOTUtNDY2YS1iYjFlLWZjMGJlOTUxYTM4OCJ9.CgI4E_aK8i6k1tvQQrdl275ZvwFU6zjykzrH06dbeT0" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 461.604px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 8. Add change calendar button to portal</span></strong></p><p><br></p><p>Now users will be able to navigate to and see the change calendar in the portal.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1NDBlNDJjLTJmYTEtNGE2Mi1iNDBlLTZlZDJiMGQ5YzkwNSJ9.a65-n10Jt-xDI4hu01lU04SR4xXARC0ZN6RcLfFJVTI" class="fr-fic fr-fil fr-dib" width="1543" style="width: 1545px; height: 584.57px;" height="585"></p><p><strong><span style="font-size: 10pt;">Fig 9. Change calendar in the portal</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting how change requests appear in the calendar</span></strong></p><p>Tickets must meet two criteria in order to appear on the change calendar:&nbsp;</p><ul><li>The ticket type must have ITIL ticket type &#39;change request&#39;&nbsp;</li><li>The &#39;Start date&#39; and &#39;Target date&#39; field must be completed</li></ul><p><br></p><p>The dates the change spans on the calendar will be taken from the the &#39;Start date&#39; and &#39;Target date&#39; fields on the change request ticket.&nbsp;</p><p><br></p><p>Change Freeze periods will also appear on the change calendar (in Grey).</p><p><br></p><p>To have only change requests that have been approved appear on the calendar enable &#39;Only show changes that have been approved on the Change Calendar&#39; in configuration &gt; tickets &gt; change management. This will ensure the ticket must have completed an approval process and been approved before it will show on the calendar. This ensures only requests that are actually taking place will appear on the calendar.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Viewing change request tickets from the calendar</span></strong></p><p>Users can select an entry in the change calendar to view the change request ticket for that change. If you would not like users to be able to view the associated ticket disable &#39;Allow all Users to access Tickets shown on the change calendar&#39; in configuration &gt; tickets &gt; change management.&nbsp;</p><p><br></p><p>For more information on the change calendar (agent use) see our <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1926/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Change Management article</strong></a>.&nbsp;</p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Shopify Integration?</strong></p><p><strong>- Enabling the Module</strong></p><p><strong>- Generating a Shopify Access Token (Legacy)</strong></p><p><strong>- Connecting Shopify using the Dev Dashboard</strong></p><p><strong>- Connecting Shopify in Halo</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Shopify Integration?<br></span></strong></p><p>The Shopify integration will allow you to import your Shopify Customers as Contacts or Customers in Halo. You can also import their Orders for contextual information on Tickets related to that Contact.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Module</span></strong></p><p>In Halo head to Configuration &gt; Integrations, and hover over the Shopify button. Click the plus (+) icon to enable the Module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkODI0ZDJhLTFmMTgtNDlmYS05ZTE1LTM2NjY1ZTFhOTQyMCJ9.6OtWoaloC6LraLY1884Z_dOVhwFRIXDQM5zTWBkJBkU" class="fr-fic fr-fil fr-dib" width="429" height="202"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Enabling the Module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Generating a Shopify Access Token (Legacy)</span></strong></p><p>Go to your Shopify admin centre for the Shop you wish to connect to Halo. On the left, click Apps &gt; App and Sales Channel Settings.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YWFkNDdhLTM3MjItNGRjYi04NGYxLWVhOWIzZDFmNThhNyJ9.OLGi1nSqdm0TY3X2YJNgZsEsJWw6jZ50JqQso83AuRM" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 448.104px;" height="448"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. Shopify settings</span></strong></p><p><br></p><p>Click Develop Apps. You may have to allow Custom App Development on the next screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiNWE0NzIxLWFlZWItNDBlNC1hYjE2LWIxNDU0M2YzYmE0NCJ9.GBRxpkr13psPoTgqjMuJfeyPF_K-oVIqRkEq08ZvwBs" class="fr-fic fr-fil fr-dib" width="926" style="width: 928px; height: 438.115px;" height="438"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Shopify Apps.</span></strong></p><p><br></p><p>Click Create an App, give the App a name, for example &quot;Halo&quot; and click Create App.</p><p><br></p><p>In the Overview tab, click Configure Admin API Scopes.</p><p><br></p><p>Add the read_customers and read_orders scope and then click save.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4NTY2YTIyLWI4M2MtNDdkYy1iZGJjLTBkN2MxZTk5YzlhYiJ9.jmOmTRNTSZB-dhCk6ev3Oww8CCfd6WHjBHaeP_FiMOA" class="fr-fic fr-fil fr-dib" width="919" height="993"></p><p><strong><span style="font-size: 10pt;">Fig 4. API configuration</span></strong></p><p><br></p><p>In the API Credentials tab, click Install App. You will now be able to reveal a Admin API access token. This will need to be inputted into the Halo configuration page so copy this.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZTEzNzliLWRhMDUtNGFlNC1hZTg1LTkyZTYzYzM0Yzc5MSJ9.of7BcV5qau_6mUVJ6M_WMdNauKXG7ve5vDvZUWp0CGU" class="fr-fic fr-fil fr-dib" width="917" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 5. Generating an access token</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Connecting Shopify using the Dev Dashboard</span></strong></p><p data-pasted="true">As of 2026, New Apps will need to be created using the &quot;Build apps in Dev Dashboard&quot; option in Shopify.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MzBmZjU4LTI4MmQtNDkwZi1hNDMyLTQ0OGQ3YTM0Mjk4YiJ9.KD9pIG1yeTQ22_vHzvFWLnXkDlZHAg7f6ryLF0X9YsY" width="864" style="width: 866px; height: 508.787px;" height="509" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. Dev Dashboard apps</span></strong></p><p><br></p><p>Create a new app, set a name and click create. Next set a placeholder in the App URL.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNWI4ODUwLWU4NTItNDM2YS05Nzg3LTMzZjk5MTI5NTkyNCJ9.jXsadOUnqpVtpbNOSUzgATo6asz3bArCgFvNN_qq5SQ" class="fr-fic fr-fil fr-dib" width="752" height="704"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Dev Dashboard app creation&nbsp;</span></strong></p><p><br></p><p>Add the scopes read_customers, and read_orders, then add these scopes to the Access field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ZDU5NTEwLWUxNjMtNDBiZi05NGNkLWMyZDE2ZGU0YzU2ZSJ9.W23dvkZSwIrY8-fVSwZSHaHXwizpRUKPZPGk1ibMBRY" class="fr-fic fr-fil fr-dib" width="802" height="391"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8a. Adding read_customer scopes</span></strong></p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlNjYyODA4LWU0OWItNDNjNS04NGE0LTBlNzJkYWQzYTQwNSJ9.ytUpQM3lZxvZ8gJchregzG4ulSp7XSvAVMraNv8QpRU" class="fr-fic fr-fil fr-dib" width="821" height="506"></strong><strong><span style="font-size: 10pt;">Fig 8a. Adding read_orders scopes</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0ZWY2NWJkLTE3ZDctNGNlMC04NjFlLWZkOTg4NzE1MDM5NCJ9.FCiLP7ozYO1nYMmNIa_X9Y8An2KhC0kDBwVP5FNd9-s" class="fr-fic fr-fil fr-dib" width="770" height="235"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Adding scopes</span></strong></p><p><br></p><p>Now you can click &quot;Release&quot;.</p><p><br></p><p>Now within your new app click on the Settings section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NThiOWUxLWZkYmQtNGMwOC05MjliLTQxMTAwYTVlYmU2MyJ9.5amn5cAUIF2Wd_fBXmmln4z46NSO3-A0Af7bbV7RKrc" class="fr-fic fr-fil fr-dib" width="288" height="208"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Finding credentials&nbsp;</span></strong></p><p><br></p><p>Here you will find the credentials needed to connect to Halo.</p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting Shopify in Halo</span></strong></p><p>In Halo, navigate to Configuration &gt; Integrations &gt; Shopify and click Add/Edit Shopify Shop and click New.</p><p><br></p><p>You will need to specify the Authentication Method. Any newly created apps will need to be created using the Dev Dashboard app, and will need to have this option selected here. All existing stores will keep the Legacy custom app option.</p><p><br></p><p>Enter your Shopify store name. For example, if your myshopify URL is &quot;halo.myshopify.com&quot;, enter &quot;halo&quot;. Enter the Admin API access token (if using the Legacy Custom app), or Client Credentials (Dev Dashboard app) and check the box to enable the connection, then press save.</p><p><br></p><p>You should now be able to import Customers and their Orders. Complete any other configuration in Halo such as field mappings for Customer imports.<br><br>Please note that it may take a while to load the import screens if you have lots of Customers and Orders.</p><p><br></p><p><strong><em>Note: If you are working in an instance of Halo that is on version 2.230.1 or later, you can choose to also import the lines/products that make up the order by enabling the &quot;Import line items&quot; checkbox in the Order Imports section of the integration. These lines will show under the relevant order within the E-commerce Orders area and will be held in the EcommerceOrderLine table in the database for reporting purposes.&nbsp;</em></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the SentinelOne integration?</strong></p><p><strong>- How to connect to SentinelOne</strong></p><p><strong>- Import customers from SentinelOne</strong></p><p><strong>- Import Endpoints (Assets) from SentinelOne</strong></p><p><strong>- Syncing alerts&nbsp;</strong></p><p><strong>- Outbound Request tab</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the SentinelOne Integration?</span></strong></p><p>The SentinelOne integration allows you to import customers, sites and endpoints (assets) from SentinelOne into Halo. Alerting is also supported, alerts and threats in SentinelOne can create tickets in Halo, alerts/threats can be updated from Halo and when the respective ticket is closed in Halo this will then resolve the alert in SentinelOne.&nbsp;</p><p><br></p><p>This integration is multi-tenanted, allowing you to connect multiple SentinelOne instances to a single Halo instance.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to connect to SentinelOne</span></strong></p><p>First head to configuration &gt; integrations, and enable the SentinelOne integration module. Once enabled click into the integration module and create a new tenant to begin configuring the connection.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NGNhODYzLWUxMjQtNDdmMy1hZWFlLTc1ZWY2M2U4N2UzMCJ9.fN7H8PGSZbOcBQppa4nFLA-JKqo5fYBufCSOQwXXNn8" class="fr-fic fr-fil fr-dib" width="291" height="144"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable integration module</span></strong></p><p><br></p><p>Under the details tab you will need to enter the URL of your SentinelOne instance along with an API Token.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzZWZhMzc2LTE2ZTItNGZhYy1hZTdlLWI0MjE2MjRhNzVkYiJ9.BjcSRtwshg3oJXtuPCJFRKnLSJJivUG46Ko8pWt04-U" class="fr-fic fr-fil fr-dib" width="902" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 2. Connection details for SentinelOne</span></strong></p><p><br></p><p>The URL will be the URL you use to access your SentinelOne instance.</p><p><br></p><p>There are two ways an API token can be generated in SentinelOne, either from a console user account or a service user account.</p><p><br></p><p>If you are generating the token from a console user account the token will expire after 31 days, this means a new token will need to be generated (and updated in Halo) every 30 days. Regenerating the API token every 30 days is recommended for security purposes.&nbsp;</p><p><br></p><p>The token can also be generated from a service user account, when generating this way you can choose the lifetime of the token so it does not need to be re-generated as often. To do this you will need to create a new service user in SentinelOne.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Generate API token from console User</span></strong></p><p>Head into your SentinelOne management console &gt; select your user profile in the top right &gt; actions &gt; API Token Operations &gt; select &#39;Generate API token&#39; copy this token to a clipboard. If you have previously generated a token the button will be titled &#39;Regenerate API token&#39;. Navigate back to Halo and paste the token into the &#39;API Token&#39; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxNjI2NWFlLTEzNGUtNDUwMC1hMzdkLTk1ZTRmZjUyZjhkOSJ9.Vzoepuh4exrUAEFJ0hM2FfMRncSf3RGLMdkR6Z9K_hQ" class="fr-fic fr-fil fr-dib" width="738" style="width: 740px; height: 509.479px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 3. Generate API token from console user</span></strong></p><p><br></p><p><strong><em>Note: The user logged in and generating the token must have Admin-level access.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Generate API token from service User</span></strong></p><p>Head into your SentinelOne management console &gt; Settings &gt; Users &gt; Service users &gt; Actions &gt; Create New Service User.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMDRjZWM2LTU5NWUtNGJlMy1iMWU2LWM3MjEwOGVkMDRmNyJ9.euaWrDzOBLuk5BuQSCfJJc2to1vb8UcKS6XLR8T095s" class="fr-fic fr-fil fr-dib" width="965" style="width: 967px; height: 567.1px;" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 4. Create new service user in SentinelOne</span></strong></p><p><br></p><p>When creating the service user you can set the expiry date of the user, this will determine when the token generated from this user will expire.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0ODQzYjE5LTk4NjEtNGU3MC1hYTRjLWI3NmUwMzkzNTc4MyJ9.-qYq0filJpWT4mrtWPWZ6JXs8gAK_pSWGBtd-AgEFPg" class="fr-fic fr-fil fr-dib" width="568" style="width: 570px; height: 548.826px;" height="549"></p><p><strong><span style="font-size: 10pt;">Fig 5. Create new service user in SentinelOne</span></strong></p><p><br></p><p>The service user will need &#39;Account&#39; scope of access and you will need to assign the user a role that has access to view all your endpoints, agents and accounts as well as create/edit/resolve alerts.&nbsp;</p><p><br></p><p><strong><em>Note: The permissions of the service user will be given to Halo therefore if the service user does not have permission to view certain endpoints Halo will not be able to import these endpoints as assets.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyM2UxMzdkLTU3ZTQtNDE5NS04NDdkLWQ3MTdiNWQyNjAxMCJ9.-ZVhVVfENAIOf9fM7BHknUpxpobGqMrdDS2EezbXAEY" class="fr-fic fr-fil fr-dib" width="479" style="width: 481px; height: 631.529px;" height="632"></p><p><strong><span style="font-size: 10pt;">Fig 6. Scope of access for service user</span></strong></p><p><br></p><p>Once you have given the service user the correct access hit &#39;Create User&#39;, a pop-up window will now appear containing the API token for the user. Copy and paste this token into Halo.&nbsp;</p><p><br></p><p>Once the details are entered save these, the &#39;Test Configuration&#39; button can be used to confirm you have connected successfully.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Import/Map Customers from SentinelOne</span></strong></p><p>SentinelOne accounts or sites can be mapped to Halo customers, this allows assets to be assigned to the correct customer/site in Halo when imported. This also allows for alerts/threats to be assigned to the respective customer/site when a ticket is created for the alert/threat in Halo. This also allows for changes to accounts in SentinelOne to be synced to Halo and update the mapped customer. Customer updates/syncing will only occur when sites/customers are imported manually using the &#39;Import Customers&#39; and &#39;Import Sites&#39; buttons under the &#39;Customers&#39; tab.&nbsp;</p><p><br></p><p>The option to map SentinelOne sites to a Halo customer is available. Mappings can be done in this way when your SentinelOne instance is organised so that each customer is represented by a &#39;site&#39; in SentinelOne. With each site under a single customer.&nbsp;</p><p><br></p><p id="isPasted">To create customer mappings head to the &#39;Customers&#39; tab, here you will see the customer and site mappings table.</p><p><br></p><p>First you will need to choose the &#39;Customer/Site Matching Method&#39;</p><ul><li><strong>SentinelOne Account to Halo Customer</strong> - Use this method when you have a SentinelOne account per customer.&nbsp;</li><li><strong>SentinelOne Site to Halo Customer&nbsp;</strong>- Use this method when you have a single SentinelOne account that contains a site for each customer.&nbsp;</li></ul><p><strong><em>Note: &nbsp;When using the &#39;SentinelOne Site to Halo Customer&#39; method, when assets get imported, they will be created under the main site of the customer in Halo the SentinelOne site is mapped to. You will not be able to choose which Halo site they are created under.&nbsp;</em></strong></p><p><br></p><p>If you already have customers and sites setup in your Halo instance you will need to map each SentinelOne account/site to their respective Halo customer/site.</p><p><br></p><p>If you do not have your customers/sites setup in Halo you can import them from SentinelOne using the &#39;Import Customers&#39; and &#39;Import Sites&#39; buttons, customers must be imported before sites. When a customer/site has been imported they will automatically be added to the mappings table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExZDQ2NmY2LTljZDctNGU5Yy1iNjM3LTI4M2NkYWQ5ODdmMiJ9.zYSUIYTr17ev3fMlXJXUpICPMZOF8sOVq0HHXnf2mKw" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 543.191px;" height="543"></p><p><strong><span style="font-size: 10pt;">Fig 7. Import customers</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Import Endpoints&nbsp;(Assets)</span></strong></p><p>Endpoints from SentinelOne can be imported into Halo as assets. Head to the &#39;Assets&#39; tab to begin configuring the import.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4OGE1NjNmLTdiNzYtNDgxOC1hYTgwLTc1N2FlNjBmNjFjNiJ9.xywFgnBdAprqENGCjzhfwxd9eVadXOGswU8Peg9-n-w" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 696.31px;" height="696"></p><p><strong><span style="font-size: 10pt;">Fig 8. Asset import configuration</span></strong></p><p><br></p><p id="isPasted"><strong>Asset matching Field</strong> - Here you can set which field is used to match assets in SentinelOne to assets in Halo. The asset unique identifier field should be selected here.&nbsp;</p><p><strong>Default Site</strong> - Here you will need to set the site Assets will be created under if they cannot be matched to a Halo site.&nbsp;</p><p><br></p><p>The site the asset is imported to will be determined on the customer/site mappings configured earlier. The site the endpoint is assigned to in SentinelOne will be checked, if there is a mapping for this site the asset will be created under the mapped Halo site. If no mapping exists the asset will be created under the chosen default site.&nbsp;</p><p id="isPasted"><br></p><p><strong>Don&#39;t update the asset site for existing or matched assets</strong> - When this setting is enabled assets will be imported to a site in line with the site mappings, but after the initial import their site will not change. This allows you to change the endpoint site in SentinelOne without this changing the site of the asset in Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Fields</span></strong></p><p>Mappings can be configured to ensure data from SentinelOne fields are imported into a chosen Halo field. Create a mapping by adding to the &#39;Field mappings&#39; table.&nbsp;</p><p><br></p><p><strong>Field Type</strong> - This will be the type of Halo field the data will be imported into. See our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1785/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Asset Fields</strong></a> if you are unsure on the difference between asset fields and custom fields in Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmNmJkZmI1LTBkYjAtNDdlMy1iNjRjLTVhZWU0M2UwYjMwYyJ9.R2u3recTZ2TR_e5VpxxX2w_R7ZCEEuuan2FH7yOO0Dg" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 508.815px;" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 9. Asset field mappings</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Determine an Asset&#39;s type</span></strong></p><p>When assets are imported from SentinelOne a new asset in Halo will be created, as SentinelOne does not have a concept of &#39;asset types&#39; we will need to configure how the type of new assets created from SentinelOne are determined. This is done using the &#39;Determining an Asset&#39;s type&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2YmY1NDY1LWMxNzYtNDVjMy04OTBlLTdjYTc4ZmY2OGY5OSJ9.H624YfNUiPKQHD-W6NmKfwcOUnyUUhic5pLzqjplK58" class="fr-fic fr-fil fr-dib" width="460" style="width: 462px; height: 196.778px;" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 10. &nbsp;&#39;Determining an Asset&#39;s type&#39; field</span></strong></p><p><br></p><p><strong>Use the same type for all Assets</strong></p><p>If you would like all imported assets to have the same asset type when imported set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;use the same type for all Assets&#39; then set the &#39;Default Asset Type&#39; field to be the asset type you would like assets from SentinelOne to be. In the figure 11 example all assets will be created as &#39;Application service&#39; asset types.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzOWM5NjU0LTdiM2EtNDRjYi05Y2Y1LTFlNjM1MDZhZTk5ZiJ9.Gkm_MJ0EfBO7H4OHcuOmkpaVbgQg0oY4gY-6V3_jz0U" class="fr-fic fr-fil fr-dib" width="1120" style="width: 1122px; height: 515.357px;" height="515"></p><p><strong><span style="font-size: 10pt;">Fig 11. Use the same time for all assets example</span></strong></p><p><br></p><p><strong>Use a field to determine each Asset&#39;s type</strong></p><p>If you would like all imported assets&#39; types to be determined by a particular field, set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Use a field to determine each Asset&#39;s type&#39;. This setting is used if you have a field in SentinelOne that already determines an asset&#39;s type and you would like the types to be consistent between Halo and SentinelOne. Then in &#39;Field for determining an Asset&#39;s type&#39; choose the field you would like the type to depend on. The field you choose must contain the name of the desired asset type, if this name can be matched to an existing asset type in Halo, it will be assigned this asset type. If the name is not the same as an asset type in Halo, a new asset type will be created. Note that the names must be identical in order to match. You will still need to populate the default asset type and group fields as assets that do not have the selected field populated will be imported as the default asset type. New asset types created by SentinelOne will be created under the default asset group.&nbsp;</p><p><br></p><p>In the figure 12 example new assets will be assigned to an asset type in Halo based on their &#39;machineType&#39; field. If the data in the machineType field matches the name of an asset type in Halo this asset will be created under the matched asset type. If a match cannot be made a new asset type will be created, under the asset group &#39;Network Equipment&#39;. If the asset does not have the &#39;machineType&#39; field populated the asset will be created under the default asset type, &#39;Application Server&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkY2IyNTVhLWZkNDQtNGRhOS05ZWZlLTQ2NGY4YTFjYjBlOCJ9.nRyT9yyQUQYfeGDRGQdzL63EovQalH16nl0VUwju46M" class="fr-fic fr-fil fr-dib" width="1183" style="width: 1185px; height: 621.254px;" height="621"></p><p><strong><span style="font-size: 10pt;">Fig 12. Using field to determine asset&#39;s type example</span></strong></p><p><br></p><p><strong>Determine Asset type using rules</strong></p><p>If you would like asset types to be determined by asset rules set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Determine asset type using rules&#39;. Now a table will appear and you will be able to set asset&#39;s types based on rules, These rules are based on field values, and if matched will assign an asset to the chosen asset type. When creating a rule first add criteria for the rule, select the Halo field that you would like to base the criteria on, then set the rule type and the outcome needed in the field to match the rule. If an asset matches this rule it will be imported as this asset type.</p><p><br></p><p>When adding an asset type rule you will notice the option *Determine Asset Type using a field*. When this is selected you can choose a SentinelOne field, an asset type will be created using the data within this SentinelOne field. If this field matches the name of an existing Halo asset type the asset will be created under this type, otherwise a new asset will be created. This works in the same way as when &#39;Use a field to determine each Asset&#39;s type&#39; is selected in the &#39;Determining an Asset&#39;s type&#39; field. This is available as an additional rule as more rules can be configured for assets that do not have this field or have data in this field. That is, some asset types can be determined based on a field, for other assets that do not use this field their type can be determined by other rules or another field.&nbsp;</p><p><br></p><p>If an asset is imported that does not match any of these rules, it will be created under the default asset type.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Miscellaneous settings</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZWIyM2FlLTdmNGEtNDE0NC04MjgyLWQ5YzA2NzZlMTZkYSJ9.MpN20Jpa-hiMjwBl3zJ5z0zoRh1j7kb2QlCE-Yyp9Xc" class="fr-fic fr-fil fr-dib" width="630" height="234"></p><p><strong><span style="font-size: 10pt;">Fig 13. Miscellaneous settings for asset imports</span></strong></p><p><br></p><p><strong>Don&#39;t create new Assets</strong> - When enabled assets will only be updated, no new assets will be created by SentinelOne</p><p><strong>Status of New Assets</strong> - This determines the status assets will have when imported from SentinelOne</p><p><strong>Deactivate Assets in Halo when they are deleted from SentinelOne (Halo Integrator only)</strong> - When enabled assets will be deactivated in Halo (status change to &#39;Inactive&#39;) when they are deleted in SentinelOne. This setting works in conjunction with the Halo integrator, and assets will only be disabled when a sync runs using the integrator.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Import/update assets on a schedule</span></strong></p><p>To have assets imported/update on a recurring schedule head to the &#39;Syncing&#39; tab and enable &#39;Enable the Halo Integrator for the SentinelOne integration&#39;. Once enabled ensure &#39;Assets&#39; are selected in the following field. The integrator will run daily for asset updates.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkYzNiMTUzLTZiYTItNGM0My04OGFiLWRiNTM5ZGQyZjA4MiJ9.2gttlOOH7lFRTfziZjqODJSgMgOsc-Ay2uhZgO3dQBE" class="fr-fic fr-fil fr-dib" width="944" style="width: 946px; height: 491.066px;" height="491"></p><p><strong><span style="font-size: 10pt;">Fig 14. Enable asset syncing&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Alerting</span></strong></p><p>Alerts and threats raised in SentinelOne can log tickets in Halo allowing technicians to manage these alerts and threats from Halo.&nbsp;</p><p><br></p><p>To configure how these tickets are created head to the &#39;Syncing&#39; tab.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZjIzNWNkLWZkNjQtNDQ5MS1iMGFkLWFjZmRhNzQ0MmJmNiJ9.UK3cwjZe_R1yiEl6DQ2ETcaW8SfwrnE5qEj22JqkuH0" class="fr-fic fr-fil fr-dib" width="1011" style="width: 1013px; height: 580.442px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 15. Syncing tab</span></strong></p><p><br></p><p>In the &#39;Halo Ticket Type&#39; field choose the Halo ticket type you would like to be created for alerts and threats (you may wish to create a new ticket type for this). Many defaults for the alert/threat ticket that is logged, such as, team, SLA and priority will be taken from the ticket type chosen here. &nbsp;However, if the severity of the alert in SentinelOne has a name that matched&nbsp;</p><p><br></p><p>In the &#39;Halo User&#39; field choose the user you would like these tickets to be assigned to. It is best to choose a generic user here, then the alert/threat can be assigned to the affected user either manually or using ticket rules. See our guide on ticket rules <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1923/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>Now to enable the sync of alerts and threats enable the Halo integrator for the integration and ensure &#39;Alerts&#39; and/or &#39;Threats&#39; are selected in the &#39;entities to sync&#39; field. Alerts and Threats will be imported in a separate schedule to assets, these will be synced more frequently than assets. These should be on a separate schedule automatically but if when enabling alerts these seem to be syncing on the same schedule as your assets contact our support team so we can have these moved to separate schedules.&nbsp;</p><p><br></p><p>Now when a threat and/or alerts is raised in SentinelOne a ticket will be logged in Halo. Technicians can work on the ticket in Halo and sync updates on the alerts/threat back to SentinelOne. When the threat/alert is resolved and the technician closes the ticket in Halo the alert/threat in SentinelOne will be marked as resolved.&nbsp;</p><p><br></p><p><strong>Alert severity/priority&nbsp;</strong></p><p>Alerts/Threats imported from SentinelOne will have their severity checked when being imported, if the severity matches the name of a priority in Halo the ticket will be created with this priority. If they cannot be matched the default priority of the ticket will be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Outbound Requests Tab</span></strong></p><p>Under the &#39;Outbound Requests&#39; tab you will be able to see a log of each request sent from Halo to SentinelOne. This will include alert/threat updates and closures. A log can be selected to show more detail.&nbsp;</p>

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margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>Configuration &gt; Custom Objects &gt; Custom Buttons</strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2038/" rel="noopener noreferrer" target="_blank"><strong id="isPasted">Custom Buttons</strong></a></li></ul>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Button Details</span></strong></p><p>&nbsp;&nbsp;</p><table class="styled-table grid" style="width: 100%; height: 684px;"><colgroup><col style="width: 33.3549%;"></colgroup> <colgroup><col style="width: 12.5429%;"></colgroup> <colgroup><col style="width: 54.1022%;"></colgroup><tbody><tr style="height: 51px;"><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr style="height: 47px;"><td id="name">Button Name</td><td>Free Text</td><td style="text-align: left;">The name given to the button.</td></tr><tr style="height: 47px;"><td id="label">Button Label<br></td><td>Free Text<br></td><td style="text-align: left;">Give a label for the button</td></tr><tr style="height: 47px;"><td>Button Icon<br></td><td>Single Select<br></td><td style="text-align: left;"><p id="isPasted">Give a default icon to this button.&nbsp;</p></td></tr><tr style="height: 70px;"><td id="type">Button Use</td><td>Single Select</td><td style="text-align: left;">Choose what the button will be used for. Buttons can either open a URL link or trigger an integration runbook.&nbsp;</td></tr><tr style="height: 70px;"><td id="colour_type">Button Colour<br></td><td>Single Select<span style="white-space:pre;" id="isPasted">&nbsp; &nbsp;&nbsp;</span><br></td><td style="text-align: left;">This controls what colour the button will be. If using a custom colour the icon and text colour of the button will automatically change accordingly.&nbsp;<br></td></tr><tr style="height: 47px;"><td id="icon">Sequence in lists<br></td><td>Integer<br></td><td><p id="isPasted">Decide how high up the list the custom button will appear. 1 is the top.</p></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">URL Details</span></strong></p><p><strong><span style="font-size: 14pt;"><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style></span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.5%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.1571%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3059%;" id="url">URL<br></td><td style="width: 12.5%;">URL<br></td><td style="width: 54.1571%; text-align: left;"><strong>(&quot;Button Use&quot; set to &quot;Open Link&quot;)</strong> Insert a URL for a certain website or URL of Halo, can use $-variables<br></td></tr><tr><td style="width: 33.3059%;" id="newtab">Open in a new tab<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Open Link&quot;)</strong> When selected, this will mean if the custom button is clicked it will open the URL in a new tab.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Runbook Details</span></strong></p><p><strong><span style="font-size: 14pt;"><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style></span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3059%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.5%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 54.1571%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3059%;" id="runbook_id">Integration Runbook<br></td><td style="width: 12.5%;">Single Select<br></td><td style="width: 54.1571%; text-align: left;"><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Start a Runbook&quot;)&nbsp;</strong>Only available when &quot;Button Use&quot; is set to &quot;Start a Runbook&quot;. Here select the runbook you would like to trigger when this button is used.&nbsp;<br></td></tr><tr><td style="width: 33.3059%;" id="disable_runbook_popup">Disable Runbook Queued confirmation<br></td><td style="width: 12.5%;">Checkbox<br></td><td style="width: 54.1571%; text-align: left;"><strong><strong data-pasted="true">(&quot;Button Use&quot; set to &quot;Start a Runbook&quot;)&nbsp;</strong>(Asset entity)</strong> Only available when &quot;Button Use&quot; is set to &quot;Start a Runbook&quot;. This setting will prevent the popup notification from showing when the Runbook is queued.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Button Visibility</span></strong></p><p>&nbsp;&nbsp;</p><table class="styled-table grid" style="width: 100%;"><colgroup><col style="width: 33.3549%;"></colgroup> <colgroup><col style="width: 12.5429%;"></colgroup> <colgroup><col style="width: 54.1022%;"></colgroup><tbody><tr><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td id="button_visibility_ac">Asset access level required to view this button<br></td><td>Single Select</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Sets which Access Control level is needed to see the Custom Button.</td></tr><tr><td id="restrict_by_asset_status">Restrict button visibility by Asset Status<br></td><td>Checkbox</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>When enabled, a set of Asset Statuses can be set to only show this Custom Button on.</td></tr><tr><td id="button_visibility_statuses">Asset Statuses required to view this button<br></td><td>Multi Select</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Shows when above is enabled to select which Statuses show the Custom Button.<br></td></tr><tr><td id="group_visibility_conditions">Dynamic Button Visibility<br></td><td>Table</td><td><strong>(When using Access Control for Assets) (Asset entity)&nbsp;</strong>Asset Fields can be used to set Dynamic Visibility for the Custom Button, similar to Dynamic Field Visibility.</td></tr></tbody></table>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- The Difference Between Licences and Subscriptions</strong></p><p><strong>- Adding Licences/Subscriptions to Customers</strong></p><p><strong>- Linking Licences/Subscriptions to Assets</strong></p><p><strong>- Assigning Licences/Subscriptions to Users</strong></p><p><strong>- Automatic Billing Quantities&nbsp;</strong></p><p><strong>- Viewing Change History</strong></p><p><strong>- Adding Attachments</strong></p><p><strong>- Handling Licence &amp; Subscription End Dates</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/2241" target="_blank" rel="noopener noreferrer"><strong>Custom SQL Query for Licence/Subscription Count on Recurring Invoice Lines</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2319" target="_blank" rel="noopener noreferrer"><strong>Managing a Recurring Invoice&#39;s Lines Quantity, Price and Cost for Subscriptions</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">The Difference Between Licences and Subscriptions</span></strong></p><p>A software licence is one that clients have directly through Microsoft and will show in your Microsoft tenant, whereas subscriptions are licences that an distributor has purchased and resold and will instead be in the subscription tenant. You may think of subscriptions like an indirect licence.&nbsp;</p><p><br></p><p>Halo integrates with the following distributors to import subscriptions, in addition to Microsoft integrations. For more information on configuring these, please refer to the integration&#39;s guide.</p><p><br></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2384" target="_blank" rel="noopener noreferrer"><strong>ALSO Integration</strong></a><strong>&nbsp;</strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2071" target="_blank" rel="noopener noreferrer">Giacom Integration</a>&nbsp;</strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1672" target="_blank" rel="noopener noreferrer">Cloud Blue (Ingram Micro/Exertis) Integration</a>&nbsp;</strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2112" target="_blank" rel="noopener noreferrer">TD Synnex/StreamOne Stellr Integration</a>&nbsp;</strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2116" target="_blank" rel="noopener noreferrer">StreamOne Ion Integration</a>&nbsp;</strong></li><li id="isPasted" style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1532" target="_blank" rel="noopener noreferrer">Pax8 Integration</a>&nbsp;</strong></li><li id="isPasted" style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/2323" target="_blank" rel="noopener noreferrer">Sherweb Integration</a>&nbsp;</strong></li><li id="isPasted" style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/1543" target="_blank" rel="noopener noreferrer"><strong>Westcoast Cloud Integration&nbsp;</strong></a></li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2Y2UxMTBjLTE5N2EtNDQ1ZS04MWRkLWM0ODdjYTliYmY1MSJ9.o7EAKy4riWGFc0m1cAteMlIc0Hl58tdOnDohTi2GS4E" class="fr-fic fr-fil fr-dib" width="1197" style="width: 1199px; height: 169.078px;" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 1. Distribution integrations</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Licences/Subscriptions to Customers</span></strong></p><p>Licences and subscriptions can be added manually or via an import through a distribution integration.&nbsp;</p><p><br></p><p>To add a licence or subscription manually, navigate to the customer you wish to assign it to. Two tabs are available here: one for licences, and one for subscriptions. On either of the tabs, click the &quot;New&quot; button and fill in the details. Set the name, amount, start and end date, price, etc. The count can be set as a decimal value, this is useful for allowing you to record useage based Licences and Subscriptions.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwYjdmNWMyLWMxMjMtNDM0Yi05OWExLWRjMzk4NmY5YmUwNyJ9.r6J4hF7gX_iHOGTvrGb4cszqq1ZE9JjKa2hH71dJg-0" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 244.281px;" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 2. Software Licences and Subscriptions tabs</span></strong></p><p><br></p><p data-pasted="true">If a licence is imported from CSP it will only be able to be removed in the UI by an administrator. You will also not be able to edit information about the licence, except for additional data such as the install date.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Linking Licences/Subscriptions to Assets</span></strong></p><p>Within an asset, licences and subscriptions can be linked in the &quot;Software&quot; tab, licences/subscriptions can then be billed for based on the how many of them are currently assigned to an asset (deeming them as &#39;in use&#39;). A table is shown here to add the licence or subscription to keep track of how many are currently in use.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjOWE2N2Q1LTU0MmEtNDRjZi04OTQyLTE1MjU3ZjQ0ZWI3MyJ9.0K-HI6_xrE4Zh6QScEixhRgW_ecn_J_NifxFJ16Sv2A" class="fr-fic fr-fil fr-dib" width="1449" style="width: 1451px; height: 306.678px;" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 3. Software licences linked to an asset</span></strong></p><p><br></p><p>Edit the asset, and click the &quot;Add&quot; button to link a license/subscription. A pop-up like below will show to choose from the available ones assigned to the customer the asset is against.&nbsp;</p><p><br></p><p><em><strong>Note: If none are assigned to the customer, this field will not show dropdown options.</strong></em>&nbsp;</p><p><br></p><p>As seen by the brackets, it will specify if it is a software licence or a subscription.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzYzZkNjdjLWY0NjEtNDBmNy04ZjRjLWY5YWQ0ODhmMmEwZSJ9.74f7EaUNWMPo3WC4KOvYwVe8jqAphEwVVlOruqYQp6c" width="706" height="687" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 4. Popup to link licences/subscriptions to the asset</span></strong></p><p><br></p><p>Once assigned to an asset, the available licence count against a customer will decrease, to reflect the number of licences that are actually available for use. For example, the customer has 10 licences for M365 Premium but one has been assigned to an asset, so 9 are left available.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmY2QzY2I0LTgxOWUtNGRmOC1hNGQ2LTcwNTY3OWQ0MmJlMyJ9.4WIf7CQ1bhssdnvQHV_LXUpvXhKGrQR030ViVY8YoqY" class="fr-fic fr-fil fr-dib" width="393" style="width: 395px; height: 345.625px;" height="346"></p><p><strong><span style="font-size: 10pt;">Fig 5. Available licence count</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Note: This is only the case for &#39;licences&#39;, software subscriptions will only show total subscriptions, not the available count against the subscription profile. </span></strong><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The asset will then show in the &quot;Assets&quot; tab against the licence/subscription.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3YTY4NjE4LTgzOTQtNDVlZS04YmVlLWE4OGI1Y2ZkZGI1MiJ9.sA7qjhPPuxee9l_08Tqx-Y-E85lFxoCz53sJMGbo09k" class="fr-fic fr-fil fr-dib" width="1124" style="width: 1126px; height: 339.968px;" height="340"></p><p><strong><span style="font-size: 10pt;">Fig 6. Asset against the licence</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning Licences/Subscriptions to Users</span></strong></p><p><span style="font-size: 11pt;">Licences/Subscriptions can be assigned to users to track who is using each licence. This also helps track with licences are actually in use, useful if you only charge for licences/subscriptions actually being used.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To assign a licence/subscription to a user, head to the &quot;Users&quot; tab within the licence/subscription, hit &quot;New&quot; and select which user to assign this licence/subscription to.&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNjUzNzVhLWI3NWMtNDdhZC1iZGFkLWRkM2U5NjgwYTYwYyJ9.ycauMN3sLJ2kG1Z4amhFt9PtnscHC4d4SuzErq3fMSw" class="fr-fic fr-dii"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 7. Assign software licence to user</span></strong></p><p><strong><br></strong></p><p><strong><em>Note: If the licence is assigned to a particular site, you will only be able to assign licences to users at this site.&nbsp;</em></strong></p><p><br></p><p>The &quot;Users&quot; field is multi-select so you can select every user who should be assigned one (or more) of these licences.&nbsp;</p><p><br></p><p>Use the &quot;Licence Count&quot; field to choose how many licences to assign each user chosen here.&nbsp;</p><p><br></p><p>The install and expiry date can be used for reference to show when the licence/subscription is active for this user. &nbsp;<span style="font-size: 11pt;" data-pasted="true">Keep in mind the expiry date will not impact calculated quantities (on recurring invoices), even if the expiry date has passed this licence will be classed as &#39;in use&#39; therefore included in quantity calculations.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Automatic Billing Quantities</span></strong></p><p>Licences/subscriptions can be billed for, and you can choose to set the quantity of the line on a recurring invoice automatically from the licence/subscription count.</p><p><br></p><p>In Configuration &gt; Billing &gt; Recurring Invoices, you can enable the below checkbox.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2ZjUwY2QyLWU0NjEtNDI2Ny05ZTE5LWVhYmEwNjhkYWQ3YSJ9.9gO6e4EIAcSyt6Flj4c7I-1tO3c4PhucLOl385Zv2Dg" class="fr-fic fr-fil fr-dib" width="687" height="123"></p><p><strong><span style="font-size: 10pt;">Fig 8. Enabling quantity calculation</span></strong></p><p><br></p><p>When enabled, you can edit a line on a recurring invoice and choose to calculate the quantity based on licence or subscription count.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMTY0M2UzLTIzNWEtNGYwZS1hZjM1LTI4NmFlZDFmMGQwNiJ9.KqDAUX7OjP4HBh89hRSDDGH0xJZoj_Ia3hsveilwGWY" class="fr-fic fr-fil fr-dib" width="401" height="250"></p><p><strong><span style="font-size: 10pt;">Fig 9. Calculate line quantity options</span></strong></p><p><br></p><p>In this example, if we select &quot;Calculate quantity from Licence count on creation&quot; a table will appear underneath to set the quantities.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NTUxMWU1LTg5OTQtNDVlYy1iMmUxLTQyMGMwMjc5YjViMSJ9.Ggw54cBvtLQnJryQ2UD9c0y3Pg4XSPtrC2cB9HwaSLM" width="1220" height="176" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1222px; height: 176.011px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 10. Licence Quantities table</span></strong></p><p><br></p><p>Click &quot;Add&quot; on the right to add a quantity. In the popup, you can set a licence to link the quantity to. You can additionally set free or minimum quantities here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MTE5MjU2LWYzODYtNDkzNC1hNzVlLWU2M2JjYmY4OTBlNiJ9.NnNZ146WoLTpLNOKsXh4Gh5skquvkaSVJBWS2vkl6pY" class="fr-fic fr-fil fr-dib" width="709" height="679"></p><p><strong><span style="font-size: 10pt;">Fig 11. Setting a licence to base the quantity off</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If you would like to only bill for used licences ensure you check &#39;Only include assigned Licences in calculations&#39; when configuring the quantity. This will ensure only licences assigned to assets are included in the quantity.&nbsp;</span></p><p><br></p><p>Save the popup, save the line, and then save the recurring invoice.</p><p><br></p><p><em><strong>Note: The quantity will show as &quot;0&quot; and/or not update until the recurring invoice is fully saved.&nbsp;</strong></em></p><p><br></p><p>After saving, the quantity will calculate on the line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MDJhYjA2LTQ1MWMtNDBkYy05NTIwLWZhNmViYmUwMTg3NSJ9.kfhZV8-vyxuDWAA_C9Wk6aC-JdeStfPpZyVayQMFRvY" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 190.942px;" height="191"></p><p><strong><span style="font-size: 10pt;">Fig 12. Quantity automatically set on the recurring invoice</span></strong></p><p><br></p><p>The count on the recurring invoice will also update once the count is changed on the licence/subscription the line is calculating from. If the licence count against the customer is increased to 11, the line will automatically update.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZDk3YmEyLTk0M2UtNGZmYi05YWU2LTQ4MTlmMjJiOTY2NyJ9.7zdxnatBNB7M6ym54llxFagB97Esi0stcHFUSEVxCvc" class="fr-fic fr-fil fr-dib" width="1195" height="205"></p><p><strong><span style="font-size: 10pt;">Fig 13. Quantity updating when licence count is changed</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Viewing Change History</span></strong></p><p>Within the licence/subscription, you can view its change history. This is helpful to see which agents/integrations changed what and when, such as when an agent increases the licence count. This can be particularly useful with the above billing method, as if a customer questions the price increase, you can show them exactly when the change was made.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliODIwNzZiLWZhMDYtNDhlNy1hZTJiLTFiM2ViYTg2NmU2OSJ9.G2DaSj4xGdUartmaqNZlrnJopN9A3lui4_Du84i-o28" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 264px;" height="264"></p><p><strong><span style="font-size: 10pt;">Fig 14. Change History tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Attachments</span></strong></p><p>Attachments can be added to licences and subscriptions in the corresponding tab. As with other attachment areas in Halo, you can either drag-and-drop files here or click to upload.</p><p><br></p><p>You may wish to store a PDF of terms and conditions for example, or the contract with your distributor.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwOTE0ZmVkLTlkMmItNDI0NS05YjBiLTQ5MjNkNDhiYTdjNyJ9.OoTSUC8mOkA5Gi4mm0Anxs0r__vEjH0NvYOVy2XJxwo" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 182.191px;" height="182"></p><p><strong><span style="font-size: 10pt;">Fig 15. Attachments tab</span></strong></p><p><br></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 14pt;">Handling Licence &amp; Subscription End Dates</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;">A large part of providing Licences and Subscriptions to your Customers is also handling the expiries. As mentioned earlier in this guide, you are able to set an End Date against Licences and Subscriptions when adding them to a Customer.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZDc2YjZiLTc5OWMtNDllMi1iZjkzLTliMTMzZjQ4ODMzNSJ9.0pQtctij4R60_Po7hnQQgzfXQhxuIvaPWI6IqfZ-10s" width="760" style="width: 762px; height: 560.642px;" height="561" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 16. Setting the End Date when adding Software Licences to a Customer</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">This field should be used for setting the Expiry of the Licences or Subscriptions, as this field can then be used as a trigger for Automated Tickets, allowing you to have a new Ticket generate whenever an End Date field is breached for a Licence or Subscription.&nbsp;</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">Automated Tickets are essentially Ticket Templates that can be automatically triggered instead of having to be manually applied. For more information on how they work, please do visit this guide: <a href="https://usehalo.com/halopsa/guides/1484" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Automated Tickets</a>.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">To create a new Automated Ticket, navigate to Configuration &gt; Tickets &gt; Automated Tickets and select the &quot;+ New&quot; button in the top right corner.&nbsp;</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4OThmMGMxLWZhMTYtNDgxNi05NDM5LWQ2ZWI2NzVmYzMyMCJ9.tFNvPjYBMEhMZUAcgNDmZMKb3PLaofrRRzRRUSqRvvY" width="966" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: none; text-align: left; height: 580.066px; width: 968px;" height="580" class="fr-fic fr-dii"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 17. Creating a new Automated Ticket</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">Selecting this button will bring up the New Template screen on which you will have 4 configuration tabs - Details, Values, To-Do List, and Children. For details on the settings within each of these tabs, please do visit the main <a href="https://usehalo.com/halopsa/guides/1484" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Automated Tickets</a> guide.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><br></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;">In the Details tab of the new Automated Ticket, I have set the criteria to be that a new Ticket should generate if a Software Licence&#39;s End Date is approaching within 30 days, and that this Ticket should generate against the main contact of the Customer.&nbsp;</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4Yjk2YTBjLTY3YzAtNDRkZS1hZTE0LTJjOTUxODQ2ODk2ZSJ9.MGe20cPKY01dyE2q2MF4jS3Svsyj3EvgEuw8Q_U_8vc" width="981" style="width: 983px; height: 664.159px;" height="664" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 18. Configuring the trigger for an Automated Ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">In the Values tab of the Automated Ticket, I have set the Ticket Type to be used for these expiries, and the default summary and details of any newly created Ticket - I have set these using available variables so that it will be immediately clear which Licence is expiring and for whom.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiZTUwN2Q3LTBkYmMtNDI2Ni1hOWRjLWJhZDMwYjdkOTY2NSJ9.h64cWPEvD6cy_Q6pDhbaKqpap07BtjWXr8SWGUufyHs" width="805" style="width: 807px; height: 658.507px;" height="659" class="fr-fic fr-dii"></p><p><br></p><p><strong>Fig 19. Configuring the Values tab of an Automated Ticket for Licence End Date</strong></p><p><br></p><p><br></p><p>Once the new Automated Ticket is saved, it will generate a new Ticket every time the Criteria is met, you can see an example of one of these generations in Figure 20.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2NTYyOGZhLThiNGQtNDdkNC05MmIxLTkyODkyMWJjYmQ0ZCJ9.OOT2B3At_PujrpvJFbJE08fgHo2aipKgH73VFnnJHNo" style="width: 1142px; height: 750.759px;" width="1646" height="1083" class="fr-fic fr-dii"></p><p><br></p><p><strong>Fig 20. A new Licence Expiry Ticket generated from Automated Ticket configured in Figures&nbsp;</strong></p><p><br></p><p><br></p><p><strong><em>Note: You cannot trigger Automated Tickets using the &#39;Expiry Date&#39; field available to set when assigning a Licence or Subscription to Assets/Users. If you are using this field instead of the &#39;End Date&#39; field to store your expiries then it is advisable to track the dates using a report.&nbsp;</em></strong></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>Configuration &gt; Billing &gt; Recurring Billing Profiles</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1976/" rel="noopener noreferrer" target="_blank"><strong>Recurring Billing Profiles</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; 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margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><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: 12.894%; 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: 53.7241%; 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="csvprofiles">View/Edit XLS Profiles for Recurring Invoice Lines</td><td style="width: 12.894%;">Button</td><td style="width: 53.7241%; text-align: left;">This opens up a menu for creating and editing XLS Recurring Invoice Line import templates. These are used for importing and updating quantities on Recurring Invoices via XLS/CSV.</td></tr><tr><td style="width: 33.3333%;" id="chooseimportlinesprofile">Import Recurring Invoice Lines</td><td style="width: 12.894%;">Button</td><td style="width: 53.7241%; text-align: left;">Import individual recurring invoice lines, and attach these to existing recurring invoices.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">XLS Import Profile</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.894%; 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: 53.7241%; 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: 12.894%;">Free Text</td><td style="width: 53.7241%; text-align: left;">The name given to the import profile that is being created.</td></tr><tr><td style="width: 33.3333%;" id="create_new_lines">When lines are not matched create new lines<br></td><td style="width: 12.894%;">Checkbox</td><td style="width: 53.7241%; text-align: left;">When you are importing your lines to a recurring invoice if lines are not matched, which is based on the mappings that have &quot;Is a matching field&quot; set to yes, then with this setting enabled, there will be new lines created on the recurirng invoice.</td></tr><tr><td style="width: 33.3333%;" id="one_time_charges">Import all lines as one time charge<br></td><td style="width: 12.894%;">Checkbox<br></td><td style="width: 53.7241%; text-align: left;">This setting will treat imported lines as a one time charge, all lines will be treated as a one time charge. This is for the lines added to the recurring invoice that are to be invoiced for that period and then made inactive in the next period.<br></td></tr></tbody></table>

<style>p { margin: 0 0 10px; }h1, h2, h3 { margin: 20px 0 10px; }h4, h5, h6 { margin: 10px 0 10px; }</style><h1 id="the-vulnerability">The Vulnerability</h1> <p>The official statement from NIST is available <a href="https://nvd.nist.gov/vuln/detail/CVE-2023-44487">HERE</a></p> <p>The HTTP/2 protocol allows a denial of service (server resource consumption) because request cancellation can reset many streams quickly, as exploited in the wild in August through October 2023.</p> <h1 id="how-this-affects-halo">How this affects Halo</h1> <p>This vulnerability exists in the HTTP/2 protocol and is not specific to Halo, its components, or service providers.</p> <h2 id="the-halo-hosted-platform">The Halo Hosted Platform</h2> <p>Halo is hosted primarily in AWS utilising AWS Elastic Load Balancing and AWS WAF on all public resources. These are provided as a service by AWS are protected from DDOS by AWS.</p> <p>Their statement is available <a href="https://aws.amazon.com/security/security-bulletins/AWS-2023-011/">HERE</a></p> <h2 id="halo-on-prem">Halo On-Prem</h2> <p>The Halo application should be hosted behind Web Application Firewalls as best practice, as should all applications. Other restrictions will also mitigate attacks such as IP restriction, private access etc.</p> <p>This should be managed by the client following industry best practices as this is a protocol level attack at the server rather than the application.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong id="isPasted"><span style="font-size: 11pt;">Configuration &gt; Email &gt; SMS Settings</span></strong></p><p><br></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/1915/" rel="noopener noreferrer" target="_blank"><strong id="isPasted">Email to SMS</strong></a></li><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1441/" rel="noopener noreferrer" target="_blank"><strong>Twillio for SMS Integration</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; 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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; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 14.4812%; 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: 52.1855%; 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="smstype">SMS Type</td><td style="width: 14.4812%;">Single Select</td><td style="width: 52.1855%; text-align: left;">This will allow you to choose whether you are configuring Halo&#39;s own &quot;Email to SMS&quot; service or the Twilio integration&#39;s &quot;Twilio SMS&quot; service. These will present different options below.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Email to SMS</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: 14.5764%; 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: 52.0903%; 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="smsprovideraddress">Provider Address</td><td style="width: 14.5764%;">Free Text</td><td style="width: 52.0903%; text-align: left;">This will be the domain of the SMS provider, for example; Text Local, Capal, or any 3rd Party SMS provider.</td></tr><tr><td style="width: 33.3333%;" id="new_smsppassword">Password/PIN</td><td style="width: 14.5764%;">Free Text (Encrypted)</td><td style="width: 52.0903%; text-align: left;">Depending on which Provider is being used, this password will be sent with the email request and will be used to authenticate on the Provider&#39;s side to make sure you do belong to the company you say you belong to.</td></tr><tr><td style="width: 33.3333%;" id="smsfromaddress">From Address</td><td style="width: 14.5764%;">Free Text</td><td style="width: 52.0903%; text-align: left;">This will be the email address that you are attempting to send SMS messages from.</td></tr><tr><td style="width: 33.3333%;" id="smsdisplay">Display Name</td><td style="width: 14.5764%;">Free Text</td><td style="width: 52.0903%; text-align: left;">This will be the name that the recipient is told the SMS was sent from.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Twilio SMS</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: 14.978%; 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: 51.7621%; 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="twilliosmsaccountsid">Twilio Account SID</td><td style="width: 14.978%;">Free Text</td><td style="width: 51.7621%; text-align: left;">This value will need to be found on your Twilio Console. The field name on the Console should be &quot;Account SID&quot;.</td></tr><tr><td style="width: 33.3333%;" id="new_twilliosmsauthtoken">Twilio Auth Token</td><td style="width: 14.978%;">Free Text (Encrypted)</td><td style="width: 51.7621%; text-align: left;">This value will need to be found on your Twilio Console. The field name on the Console should be &quot;Auth Token&quot;.<br></td></tr><tr><td style="width: 33.3333%;" id="twilliosmsfromphonenumber">Twilio Phone Number</td><td style="width: 14.978%;">Free Text</td><td style="width: 51.7621%; text-align: left;">This value will need to be found on your Twilio Console. The field name on the Console should be &quot;My Twilio phone number&quot;.<br></td></tr><tr><td style="width: 33.3333%;" id="twilliosmsleadingzerosubstitute">Country Dialling Code</td><td style="width: 14.978%;">Free Text</td><td style="width: 51.7621%; text-align: left;">This will be the Country Code prefix that is attached to phone numbers in your local region. For example, the UK&#39;s is +44.</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><p><strong>In this guide we will cover:</strong></p><p><strong>-&nbsp;</strong><strong>View Pane</strong></p><p><strong>-&nbsp;</strong><strong>Areas</strong></p><p><strong>- Opportunity List</strong></p><p><strong>- Raising Opportunities</strong></p><p><strong>- Field List</strong></p><p><strong>- Copying Custom Fields from the Ticket to the New Customer Record</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1814/" rel="noopener noreferrer" target="_blank"><strong>Ticket Areas</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1856/" rel="noopener noreferrer" target="_blank"><strong>Sales Views</strong></a></li></ul><p><strong><br></strong></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1937/" rel="noopener noreferrer" target="_blank"><strong>Ticket/Client Areas</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1934/" rel="noopener noreferrer" target="_blank"><strong>Lists</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1933/" rel="noopener noreferrer" target="_blank"><strong>Views</strong></a></li></ul><p><strong><br></strong></p><p id="isPasted">In this guide we&#39;re going to look at raising a new opportunity, while bringing together various different areas of configuration to see how the CRM module can be customised to suit your needs. Heading into our CRM module, were presented with a screen similar to that of the Service Desk module. Let&#39;s break this down into two section: the &#39;View&#39; pane and Opportunity list.</p><p><br></p><p><strong><span style="color: rgb(0, 0, 0); font-size: 14pt;">View Pane</span></strong></p><p>When heading into the CRM module, the view pane is displayed on the left hand side.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNThiMTkyLTA2ZjUtNDExNi1hZjNiLTIxMTE5NjhkMTVmYyJ9.KQg1L4pgfD3IwlLLQOB4x2tWOSy4K1t0o26Z0w5PwJA" class="fr-fic fr-fil fr-dib" width="337" height="509"></p><p><strong><span style="font-size: 10pt;">Fig 1. The View Pane</span></strong></p><p><br></p><p>The default view here is currently set to &#39;My Lists&#39;. To change the default view, go to Configuration &gt; Sales &gt; Views.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMDVhYzllLTI3NTUtNGI1Yi1hZjMwLTRhZDY5M2IwNmNiMSJ9.Cm-mVXmB9eYAML1ua2VXMz5keD710w9iBkXwQgmbLHk" class="fr-fic fr-fil fr-dib" width="451" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 2. Default viewing options</span></strong></p><p><br></p><p>You&#39;ll note in <strong>Fig 2</strong> that these options can be overridden via editing agent preferences (Configuration &gt; Teams &amp; Agents &gt; *Click into an agent* &gt; *Preferences Tab*).</p><p><br></p><p><strong><span style="font-size: 14pt;">Areas</span></strong></p><p><span style="font-size: 11pt;">In</span><strong><span style="font-size: 11pt;"> </span></strong>Configuration &gt; Tickets &gt; Ticket Areas you can configure the areas which are displayed in the navigation bar pinned to the left hand side of the screen. Within the details tab you can set a default view per area. For more information on ticket areas checkout the admin guide and the other guide on ticket areas linked at the top of this article.</p><p><br></p><p><strong>Tip</strong>: While you can set default viewing options for your Service Desk, Projects and CRM areas, you can always change these ad-hoc by simply clicking on the view, where you&#39;ll then be prompted to select the view you want to make use of on this occasion:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3YWQ3MGI3LTU4YWYtNDVjZS05NDMzLTFmZWE5ZjM1YWUxZiJ9.wnX1f2aqbFeqSp9YvbLDCd86gqiwt2gjPtyYlPRWnMQ" class="fr-fic fr-fil fr-dib" width="253" height="404"></p><p><strong><span style="font-size: 10pt;">Fig 3. Viewing Options</span></strong></p><p><br></p><p><strong><span style="color: rgb(0, 0, 0); font-size: 14pt;">Opportunity List</span></strong></p><p>To the right of the view pane is the opportunity list, note that &quot;Conversion Probability&quot; has been changed to Probability on this column profile:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5ZmE1MTEzLTBjM2UtNDI0NS05NWYwLTgzYjJjY2JmMjg4YiJ9.IS5TWGZg_n5-5jQmlDyQSdaGZfbY7XUuipS3vJuT27k" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 193.748px;" height="194"></p><p><strong><span style="font-size: 10pt;">Fig 4. The Opportunity List</span></strong></p><p><br></p><p>This will display a list of opportunities based on the relevant view/filter profile, and will present opportunity information based on the respective column profile applied. All of these options can again be defaulted either via heading to Configuration &gt; Sales &gt; Views, or by modifying the relevant agent preferences.</p><p><br></p><p><strong><em>Note: An Additional Way to View Tickets by Status: You&#39;ll see in the top right hand side of the screen the option to raise a new Opportunity (&#39;New&#39;) &amp; additional viewing options (&#39;...&#39;). Clicking our additional viewing options and selecting Kanban will list our Opportunities based on their status:</em></strong></p><p><br></p><p>If using Kanban view, you may wish to add variables into this in the Configuration &gt; Sales &gt; Views &gt; Configure Column Profile &gt; Kanban Card Layout dropdown. Available variables can be viewed via your instance URL with&quot;/variables&quot; at the end. These can then be added into the formatting/HTML.</p><p><br></p><p>Some useful variables you may want to use are:</p><p><br></p><ul><li>$-OPPCOMPANYNAME - Name of the company.</li><li>$-OPPCONTACTNAME - Contact name from the company.</li><li>$-OPPCONVERSIONPROBABILITY - Conversion probability.</li><li>$-OPPVALUE - Value.</li><li>$-OPPVALUEANNUAL - Annual value.</li><li>$-OPPVALUEMONTHLY - Monthly value.</li><li>$-OPPVALUEONEOFF - One-off value.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlNTEyZTMzLWUzNzYtNGQ4NS04NGJhLWQ5NDJhNjdlZWNlNiJ9.XYILaqUKIcpG0AsoFXIPbcU9oN3VGjdORyTQCoKC0ys" class="fr-fic fr-fil fr-dib" width="868" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 5. Opportunities displayed as per Kanban</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Raising Opportunities</span></strong></p><p>Clicking &#39;New&#39; (top right hand side) of the CRM module will open the new Opportunity screen. This screen can be broken into two sections: Contact details &amp; Opportunity form.</p><p><br></p><p><strong><span style="color: rgb(0, 0, 0); font-size: 12pt;">Contact Details</span></strong></p><p>This is where you input the contact details pertaining to the opportunity. Either select &#39;Existing Customer&#39; to search your list of End-Users, or &#39;New Contact&#39; to manually enter details against a company/end-user that does not currently exist.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNjBmZjcwLWQ2NDUtNGQ4OC04ZjYyLWM4ZDdjYjBhODMyMyJ9.k7HLR8btt1b2EHt4AdjmKPGOjtOeI8nj8b8I4lPuUe0" class="fr-fic fr-fil fr-dib" width="380" height="568"></p><p><strong><span style="font-size: 10pt;">Fig 6. Contact details section of the new opportunity screen</span></strong></p><p><br></p><p><strong><span style="color: rgb(0, 0, 0); font-size: 12pt;">Opportunity Form</span></strong></p><p>This is where you fill out the main details of the opportunity and it is composed of the fields with your Field List for the relevant opportunity type. In our example opportunity type, dynamic field visibility has been applied to include additional fields based on the selection of &quot;what kind of opportunity is this?&quot; (<strong>Fig 7</strong>):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMDliNDdhLWRkYTUtNDA0MC1iOTI5LTEwODlmY2E0MzI5MyJ9.V3JWkbmStar0TcItPHMPb4hGhryIh3ET8-W60XzUAio" class="fr-fic fr-fil fr-dib" width="971" style="width: 973px; height: 572.548px;" height="573"></p><p><strong><span style="font-size: 10pt;">Fig 7. Opportunity Form</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p><strong>Fig 7</strong> is a screenshot of the Opportunity form returned when raising our type &#39;Opportunity&#39; (<strong>Fig 6</strong>), so we will need to head to the configuration of this opportunity type to see our configured field list. Heading to Configuration &gt; Sales &gt; Opportunity Types &gt; Opportunity, and then into the Field List tab, we find the below fields.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1NGY1ZjExLWQzOGItNGEwMi1iYjczLTE3NGVjODU2NGJiNiJ9.rvYR-yr1Nn180ggSz1wn1G5HLpgludltS7wuJvi3hV8" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 893.789px;" height="894"></p><p><strong><span style="font-size: 10pt;">Fig 8. Field List for ticket type &#39;Opportunity&#39;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Dynamic Field Visibility</span></strong></p><p>Clicking the pencil on &#39;How many employees?&#39; and scrolling down, we will see Dynamic field visibility has been imposed:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmNTFkMzBmLWY1NzQtNDVkYS04Y2NlLTJiYjEzOGMwOTI2MCJ9.3PCzOf-RNCgRhBBYhaLN1B3cia0ahHC_PVCBs-haTSY" class="fr-fic fr-fil fr-dib" width="565" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 9. Dynamic Field Visibility imposed on our opportunity field</span></strong></p><p><br></p><p>This means that this field will only be displayed if the selection of &#39;What kind of opportunity is this?&#39; is &#39;New Managed Service&#39; or &#39;Training&#39;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkNmE0YTA5LTU1Y2ItNDUyMi04OWU4LTU3Njc5YmMyNjAxNiJ9.-6DF1O-JyRCGsKpjVXu1pQnY50qgG99Z2gFxlifITvU" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 224.179px;" height="224"></p><p><strong><span style="font-size: 10pt;">Fig 10. Dynamic field visibility (compare with Fig 7.)</span></strong></p><p><br></p><p>There are many types of fields to add to the list, you can also configure different actions with fields on them, to create custom fields, checkout the Custom Objects Section.</p><p><br></p><p>Sales tickets can also be made billable in the same way regular tickets are (Configuration &gt; Billing &gt; Labor &amp; Travel &gt; &quot;Allow time on Sales Opportunities to be Invoiced&quot;). If enabled, the &quot;Charge Type&quot; field can be added to the field list of an action, then the ticket billed from the &quot;Labour&quot; section of Ready for Invoicing.</p><p><br></p><p><strong><span style="font-size: 14pt;">Copying Custom Fields from the Opportunity Ticket of a New Customer, onto the New Customer Record&nbsp;</span></strong></p><p>Copying Custom Fields from the opportunity ticket into the new customers record. In order to copy over the custom fields that exist on the ticket, you must create a custom field of entity ticket, and a custom field of entity customer. The label on both entities must be the same.</p><p><br></p><p>For the customer entity:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3MTc4ODBlLWM2NjEtNGU3Zi04NmE2LTczMTg5YTAyNDA2MSJ9.2jyB5r6Jg_TGMHzF0Ow3JLUWXnb05OgmQ1j1EVfJwSI" class="fr-fic fr-fil fr-dib" width="735" height="271"></p><p><strong><span style="font-size: 10pt;">Fig 11. Custom Field of entity &#39;Customer&#39;</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNjc3YmI3LTg1ZTUtNGQ2Ny1iYTAxLTg3ZmFhMDlmZGVlNSJ9.C3eO_Rb84JnwGtYphs2IWfjfQzNVVTUktxNY0PmLynY" class="fr-fic fr-fil fr-dib" width="537" height="361"></p><p><span style="font-size: 10pt;"><strong>Fig 12. Field Label in the custom field</strong></span></p><p><br></p><p>Then when you create the field in the ticket entity, you must also use the same label. This is how the system knows to copy over the field to the new customer template:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzNDk2NjZlLWE2YTAtNDM5My04YjI5LWM3ZWU4NmJiZmRjMyJ9.JRN9vSgVfMHTElALi1tYewkANFMit1W-O9PpPD6so5c" class="fr-fic fr-fil fr-dib" width="696" height="248"></p><p><strong><span style="font-size: 10pt;">Fig 13. The same Field Label on a different custom field</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MWM5MTlhLTE1ZDEtNDM3NS04OTA5LTg1YmIyYzk1ZjYxNiJ9.oFoNZBmV0p-WGyv0uFR4gxtLWVnfBV2xgqqxwy7mQmY" class="fr-fic fr-fil fr-dib" width="426" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 14. The Field Label on that other field</span></strong></p><p><br></p><p>As long as the data types are compatible (&quot;Type of field&quot; set on the custom field) you will be able to pull the data into the corresponding custom field entity, granted that the custom field on the ticket has been populated. Now when creating a new customer from an opportunity ticket, my ticket entity custom field with field label: &quot;How many employees?&quot; will populate on the custom fields tab of my new customer (To gain an understanding of custom fields, please refer to the<strong>&nbsp;</strong><a href="https://usehalo.com/halopsa/guides/2039" rel="noopener noreferrer" target="_blank"><strong>custom objects course</strong></a>).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZmViNWUzLTdmYTUtNGVhMS04MzdmLWZlMDY3YzdhMDkwOSJ9.iUkcXRXLzRMggYLGmWR6NupOxMSuFYFwxj8Wew6fmXo" class="fr-fic fr-fil fr-dib" width="567" height="708"></p><p><strong><span style="font-size: 10pt;">Fig 15. Create a new Customer from this Opportunity</span></strong></p><p><br></p><p>The custom field will now appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3OTc2ZGY4LTFhODUtNDhlZi04NjdhLWIzZTM0YmY4ZDBjZSJ9.iFgiWD0S-ohSnRz0kSMzSI2sPQhm9i9nKF5r-tBhxPE" class="fr-fic fr-fil fr-dib" width="947" height="409"></p><p><span style="font-size: 10pt;"><strong>Fig 16. The field on the new customer</strong></span></p><p><br></p><p>This can be very useful for categorising customers and copying over sales data that was gathered during the sales process. Some example fields you may want to capture are:</p><p><br></p><ul><li>How were they managing their IT previously? (Single Select Custom Field)</li><li>How many employees do they have? (Text Custom Field)</li><li>What Industry are they in? (Text or Single Select Custom Field)</li><li>What Type of Client are they i.e. Contract, PAYG, etc... (Single Select Custom Field)</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><a href="https://help.lifecyclemanager.com/hc/en-us/articles/17226897475227-Halo-PSA-integration-instructions" target="_blank" rel="noopener noreferrer"><strong>ScalePad Documentation</strong></a><strong>.</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>This guide will show you how to restore a database backup.</p><p><br></p><p><em id="isPasted">This guide only applies if you are running Halo yourself, On-Prem.</em></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt; color: rgb(226, 80, 65);">Warning</span></strong></p><p>You must ensure that the database backup is using a database version the same as or older than your Halo app version. You can find the database version using the below command:</p><p><br></p><p>SELECT rdbversionweb FROM CONTROL;</p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Prerequisites</span></strong></p><ul><li>You must have access to your database server through a DB client, typically SSMS.</li><li>You must have a .bak backup file of your database.</li></ul><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 12pt;">Restoring the DB</span></strong></p><ol><li>Login to SSMS with an account which has permissions to perform a restore</li><li>Stop the Halo app in IIS</li><li>Go to restore on the database:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0NTUyMzFlLWU4MmEtNDkwOC04YWIyLTY3ZjRhODMxOWZjYSJ9.RKtaYlwI0Bdm-AsmY5jfCNc7yKbNhp5b1mW6bCmOHKI" class="fr-fic fr-fil fr-dib" width="777" style="width: 779px; height: 596.231px;" height="596" alt="Image of MS SSMS showing the path to restore a database"></li><li>Find the backup file and then select the database to restore to and click ok:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMzA3YmZhLWExNTMtNDA4YS05YThiLTM2NmRjMGExOTQzOSJ9.BWpgmlQtlItolaPQ3XIS-RJ_NaEYil4vDvCDL654K-w" class="fr-fic fr-fil fr-dib" width="781" style="width: 783px; height: 657.72px;" height="658"></li><li>If there is a version change between the database and the webapp, you will need to upgrade the database. This can be done by going to your Halo root directory and running the &#39;Upgrader.exe&#39;:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjODBjMmJmLTA1YTItNDEzZC1hOWI0LWUwYzc4MmUyM2NjYiJ9.KPCNybrxVgNGi1mko6ZKN1LsEGjQBj4Y3twixSqcFDY" class="fr-fic fr-fil fr-dib" width="994" style="width: 996px; height: 487.557px;" height="488"></li><li>You can now restart the site in IIS and it should load correctly</li><li>Make sure the URL in NHD_IDENTITY_Application matches up with the url of the application</li></ol><p><br></p><p><strong id="isPasted"><span style="font-size: 12pt;">Troubleshooting</span></strong></p><ul><li>Please ensure that your DB user still has permission to your restored database</li></ul>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong><span style="font-size: 10pt;">This section covers useful troubleshooting options for an <strong data-pasted="true"><span style="font-size: 10pt;">On-Prem</span></strong> deployment</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Halo API and Auth Logs:</span></strong><span style="font-size: 10pt;"><br></span></p><ul><li id="isPasted"><span style="font-size: 10pt;">The first step in determining whether the issue is Halo-related is to check the WebApp folder. You may be able to gather more information by reviewing the Halo WebApp application logs.</span></li><li id="isPasted"><span style="font-size: 10pt;">These logs are generated as .txt files in a folder named logs, located within both the API and Auth folders of the Halo WebApp.</span></li><li id="isPasted"><span style="font-size: 10pt;">If no logs are being generated, it is more likely that the issue relates to one of the points outlined below, rather than to Halo itself.</span></li></ul><p><br></p><p><span style="font-size: 10pt;"><strong>Other troubleshooting Options:</strong><br></span></p><p><span style="font-size: 10pt;"><br></span></p><p><span style="font-size: 10pt;"><strong>SQL Server and SQL Configuration Manager Setup</strong></span></p><ol><li style="font-size: 10pt;">Ensure that remote connections are enabled for your SQL Server instance. This can be done by right clicking your Server, selecting properties, then selecting connections and checking if &quot;Allow Remote Connections to this Server&quot; is enabled:&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1MWEwMGVlLWM2NTctNDU3My05ZjFkLThhYTRkNTgxY2JjNSJ9._wKhlGoiqvL5AQi8k0sFNGpnl72loBzvLmGI88PZnMk" class="fr-fic fr-fil fr-dib" width="381" style="width: 383px; height: 355.489px;" height="355"></li><li style="font-size: 10pt;">Ensure that the user account used for the connection between the database and the webapp has the correct permissions and properties. We need to ensure that the user is db_owner for your Halo Database:&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkOTE3NzQyLTVmZWMtNGVmYS1iNjcxLTI5NzUxNzQwZDFjMiJ9.OkImjtUtB5nYWFlR9uphVQ8SiYikUuXFbkT8C8BBpyA" class="fr-fic fr-fil fr-dib" width="358" style="width: 360px; height: 333.994px;" height="334"></li><li style="font-size: 10pt;">Ensure that the correct Server and Database names (or IP Addresses depending on the customer&#39;s setup) are being used in the config.exe file:&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxODdhZjc1LTdjNmYtNDIxNC05ZmMwLTVlNzA4ZjllNWFhZiJ9.-P2WHXxN5BgvqAhPxQfQ34sezKFi5XSzA7dmf2z1-8E" class="fr-fic fr-fil fr-dib" width="415" style="width: 417px; height: 443.312px;" height="443"></li><li style="font-size: 10pt;">Ensure that the TCP/IP protocol is enabled within SQL Configuration Manager.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYTA1YmU5LTcwZDctNDdmMi05YjhmLTVlZGZjMDMyMmU5OCJ9.F8QOvLEXAS6_nIiIIG_zlpSsccU5dHVaVGiVAmsQoaA" class="fr-fic fr-fil fr-dib" width="474" style="width: 476px; height: 237.562px;" height="238"></li><li style="font-size: 10pt;">Ensure that the server is configured for mixed authentication mode. This can be done by right clicking your Server, selecting properties, then selecting Security and checking if &quot;SQL Server and Windows Authentication Mode&quot; is enabled:&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmMGRmZTQ2LTE2OWUtNDk4My1iNjY0LWYxOTE2ZTgzYmM2OCJ9.0rES9mmfqsoj-4PnOQShw1yuYhRLpuhaKWBO1YSr848" class="fr-fic fr-fil fr-dib" width="530" style="width: 532px; height: 486.99px;" height="487"></li><li style="font-size: 10pt;">Ensure that the SQL Server port is configured correctly (typically 1433 or 1434):&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNGNhMTFlLWJiYjItNGI3Mi1iZTkxLTU3ODhjOTQ4MzI4YiJ9.RhGtymQOvyrLfrq9nMjps9p7hBTwyY3SrQQ7Z1r-Lms" class="fr-fic fr-fil fr-dib" width="295" style="width: 297px; height: 343.052px;" height="343"></li><li>Ensure that SQL Server Service in Windows Services is running:</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0OTcwZDAxLTczYjItNDMxYy1iODQxLTliMGE4ZmFhMzgxYiJ9.VqA4C0uGxJAAN372SMGTawQ5JUFGkC9ozNBz6v0a1Lw" class="fr-fic fr-fil fr-dib" width="871" style="width: 873px; height: 502.374px;" height="502"></p><p><br></p><p><span style="font-size: 10pt;"><strong>Halo Webapp Setup</strong></span></p><ol><li style="font-size: 10pt;">Ensure that the correct Server and Database names (or IP addresses, depending on the customer&rsquo;s setup) are specified in the config.exe file.&nbsp;<br id="isPasted"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxODdhZjc1LTdjNmYtNDIxNC05ZmMwLTVlNzA4ZjllNWFhZiJ9.-P2WHXxN5BgvqAhPxQfQ34sezKFi5XSzA7dmf2z1-8E" width="389" 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: 13.3333px; 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: 391px; height: 415.379px; max-width: none !important;" class="fr-fil fr-dib" height="415"></li><li style="font-size: 10pt;">Ensure that the file paths in config.exe are set correctly and ensure that the URLs in config.exe are set correctly. In a similar format to this:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwMGE3ZDUzLWNjMjgtNDU0MC1hYTU5LWNhMmFkZTVmZWJjOCJ9.s63JI8A0uH60uwEDrvpUAcNM1GgGBcKRQcweB_0BZkU" class="fr-fic fr-fil fr-dib" width="520" height="550"></li><li style="font-size: 10pt;">Ensure that the appsettings.json file (located at C:\Halo\WebApp\appsettings.json) has been generated after testing and saving in config.exe, and that it contains accurate URLs compared to your config.exe file and bindings set in IIS:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMWEyYWYyLTI0NjAtNDRiOS05ZGRhLWY0NTAxOGI5ZmIwOSJ9.aKyBAgMxYalik783XWOw_SdsCvOdiaBN725M5ko7n3E" class="fr-fic fr-fil fr-dib" width="463" height="139"></li><li style="font-size: 10pt;">Ensure that the IIS website is created at the correct directory level (e.g., pointing to the Halo WebApp folder). The physical path should be set to be the Halo Webapp folder and look like this in IIS:&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3MWRjZmMyLTQ5ODktNGE2MS04NWRhLTdjNWI1NWQ3MjliNiJ9.rTOQt7gzKhrcmu5uk2jHoHWKnpwuRC3KFpXHOUKV-8I" class="fr-fic fr-fil fr-dib" width="199" height="260"></li></ol><p><span style="font-size: 10pt;"><strong>Networking Issue</strong></span></p><ol><li style="font-size: 10pt;">Ensure that traffic is allowed through the default SQL Server ports (1433/1434) as well as the IIS ports (typically 433). Although this may be different depending on your network setup.</li><li style="font-size: 10pt;">Ensure that you can successfully ping the other servers from the command console. This can be done in the command console using ping &lt;IP Address&gt;.</li><li style="font-size: 10pt;">Flush DNS entries on the machine by running ipconfig /flushdns in the command console. This clears cached DNS entries and can help resolve connectivity issues.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0ZDA0NDVmLTBkOTYtNGYxYS04NjcxLWNiMmMwYTcwNGFlOSJ9.WhwzFtspWc1Opd9bhHZiFeeekd5BtEhbHIAe_kFDMfw" class="fr-fic fr-fil fr-dib" width="504" style="width: 506px; height: 230.553px;" height="231"></li><li style="font-size: 10pt;">Use PowerShell to verify DNS resolution with Resolve-DnsName &lt;yourdomain&gt;.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNzc2OWFiLWJmOTAtNGFmYi1iMmQ0LTVlMjMzMGJjZjQ1OCJ9.TssGrZYE-2GlGO5YJhnyuFstF3pp17zNDXu_OSWIOqI" class="fr-fic fr-fil fr-dib" width="888" style="width: 890px; height: 294.653px;" height="295"></li><li style="font-size: 10pt;">To confirm if the issue is network-related, test using localhost for the website bindings. If Halo works locally, the issue is likely with bindings or SSL certificates.<strong><br></strong></li></ol><p><span style="font-size: 10pt;"><strong>Licencing Issue</strong></span></p><ol><li style="font-size: 10pt;">Ensure that the server allows outbound traffic to support.nethelpdesk.com (required to validate the Halo licence).</li><li id="isPasted" style="font-size: 10pt;">Ensure that your server has stable access to the internet (preferred).</li><li id="isPasted" style="font-size: 10pt;">Do you have any specific firewall rules or a proxy setup which may be causing an issue and restricting network traffic between the two servers?</li></ol><p><span style="font-size: 10pt;"><br></span></p><p><span style="font-size: 10pt;"><strong>TLS related issue.</strong></span></p><ol><li style="font-size: 10pt;">Ensure you are using the correct TLS Protocol. Halo required on On-Prem customers to use 1.2 and above. You can find this and enable this by going to your control panel, selecting internet options, selecting advanced, selecting &quot;Use TLS 1.2&quot; or &quot;Use TLS 1.3&quot;:</li></ol><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyYjY3ZWFlLTBlNmMtNDkyMi1iMzc0LTQ3ZTdhZDA1NWJlMiJ9.gL5KjKXyyDpURMXPIJJelvjD6OYcysMFj8yE7shUW7o" class="fr-fic fr-fil fr-dib" width="1056" style="width: 1058px; height: 517.658px;" height="518"></span></p><p><br></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>Enabling reference tokens in the Halo API allows sessions and tokens to be stored in the database.</p><p><br></p><p>Each API call will check the token is still valid in the database.</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><p>Enable Reference Tokens in the Halo API and Auth server by setting&nbsp;</p><p><br></p><p><em>&quot;UseReferenceTokens&quot;: true</em></p><p><br></p><p>Inside both the API and Auth appsettings.json.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwZWFmOGY2LTJjMDctNDdiOS04YTY1LTRjNzJjMTgxMGM2ZSJ9.Twu36vXTBfuu-FbqOloRILGXa_gthFfqI971ij2GZrw" class="fr-fic fr-fil fr-dib"></p><p><br></p><p><strong id="isPasted">Activating this will invalidate every single logged-in session and may put them into a state where log out and log back in is required. It is recommended that this is activated during a maintenance window.</strong></p></div>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- The Single Sign-On Module</strong></p><p><strong>- Setting up Single Sign-On</strong></p><p><strong>- Single Sign-On Options</strong></p><p><strong>- Matching Users</strong></p><p><strong>- Claim Validations</strong></p><p><strong>- User Provisioning (creation)</strong></p><p><strong>- Adding SSO buttons to login Page</strong></p><p><strong>- Customise Single Sign-On Buttons</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">The Single Sign-On Module</span></strong></p><p>A Single Sign-On module is available in Halo, a centralised location to setup each single sign on method you wish to integrate. Single sign-on can be integrated with Halo to allow your agents and/or users to log into Halo using their credentials from another application, usually you identity provider application. Reducing the number of login credentials your agents/users need.&nbsp;</p><p><br></p><p>Setting up single sign-on (SSO) in the single sign on module allows you to create multiple SSO records for each identity provider. Each record can then be linked to one of your Halo instances to restrict which instance the sign on method can be used in (Prod/UAT/Dev), useful when using linked instances. This allows you to use SSO in additional instances, but impose restrictions on who can log into the instance with their SSO credentials. Such as only allowing developers/administrators to login to your Dev instance. &nbsp;</p><p><br></p><p>The module also supports setting up a custom SSO connection, allowing you to use the sign in credentials from any identity provider that uses OIDC tokens. Sign in buttons can also be customised, allowing you to change the colour, label and logo on the button. &nbsp;</p><p><br></p><p><strong><em>Note: When using this method to setup SSO with multiple Microsoft tenants, you are able to restrict which tenants can utilise SSO but you cannot have newly added tenants automatically added to the &#39;allowed tenants&#39; list for single sign on. New tenants will need to be added to the allowed list (detailed later in this guide) manually. If you require them to the added automatically you can utilise <a href="https://www.usehalo.com/guides/2925" target="_blank" rel="noopener noreferrer">this </a>method for setting up single sign on.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up Single Sign-On</span></strong></p><p>Start by heading to Configuration &gt; Integrations, and enable the module &#39;Single Sign-On&#39; using the &#39;+&#39; icon.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxYzhlNzBkLWIxMjAtNDc0My04Y2FkLWNjNmNkM2Q1YmJjMyJ9.RTmOWk8GvShnJ8OYbmp88ktPrduabaYuCLEQxZslt_4" class="fr-fic fr-fil fr-dib" width="224" height="158"></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 setup.&nbsp;</p><p><br>Start by creating a new SSO application using the &#39;New&#39; button in the top right.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkNmE5NTE4LWMyZWQtNGU5NS1hMTAzLWNhMWNmOTBhNGQ3MCJ9.ZMZs4MwyqDU2KiqaJIO5LdFQ5Q1NbpSooWVqRz-1wdU" class="fr-fic fr-fil fr-dib" width="1693" style="width: 1695px; height: 782.308px;" height="782"></p><p><strong><span style="font-size: 10pt;">Fig 2. Create new SSO connection record.&nbsp;</span></strong></p><p><br></p><p>When creating a new application you will need to give the record a name and choose the type of SSO to use.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1ZWYyNjExLTk0MmQtNDEzMC1iZTNiLTFmNjc0YjNlOGNjNSJ9.SqcpTJPoFT1OnoKhOD8hZIKZgr5Q976CVUl7A0a41Ns" class="fr-fic fr-fil fr-dib" width="800" style="width: 802px; height: 440.914px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 3. New application.</span></strong></p><p><br></p><p><strong>Type of SSO application:</strong></p><p>The type of SSO application you choose will depend on which application&#39;s credentials you would like users to be able to sign into Halo with.</p><p><strong>OIDC</strong> - (OpenID Connect) This is used to setup SSO using another user identity provider not in the given list. This can be used to setup SSO with any identity provider that can issue OIDC tokens and expose a discovery URL.</p><p><strong>Microsoft Entra</strong> - Used to setup SSO with Microsoft.&nbsp;</p><p><strong>Okta</strong> - Used to setup SSO with Okta.&nbsp;</p><p><strong>Google&nbsp;</strong>- Used to setup SSO with Google.&nbsp;</p><p><strong>Microsoft Entra External ID -</strong> Used to setup SSO with Microsoft for external users (previously B2C).</p><p><br></p><p>If you have multiple linked Halo instances you will also have the option to link the SSO record to an instance using the &#39;instance&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4MzlkMDI5LWRmZTUtNDNiNS1hNWZhLWJjNDY0MmFjNzkzOSJ9.BJZZk6Sb6xhlw6UkozzkyymKJkyOe_JSnQ_gakd60HU" class="fr-fic fr-fil fr-dib" width="1208" height="496"></p><p><strong><span style="font-size: 10pt;">Fig 4. Link to instance.</span></strong></p><p><br></p><p>When linked, this SSO option will only appear when signing in to the chosen instance. For example, if UAT is chosen this SSO option will only appear when logging into the UAT instance, it will not appear when logging into production.&nbsp;</p><p><br></p><p>The setup that follows will depend on the SSO type chosen. Only follow the next section that applies to your chosen type.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">OIDC</span></strong></p><p>OpenID Connect is used when you would like to setup SSO using any other identity provider that is not in the given list. This provider must be able to issue OIDC tokens and a discovery URL.</p><p><br></p><p><strong><em>Note: The provider must also allow for authentication via a form post as Halo carries out the authentication request via a form post.</em></strong></p><p><br></p><p>Head to the &#39;Identity Provider Configuration&#39; tab to continue setup.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxNzdkZDA1LTkyZmItNDNlNy1hZjc4LTFiNDU1NGU5ODNmMyJ9.2kcSrzfxwWssdOvZvprdDp3OkUO7Ym7EtKQfvvgKjEQ" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 708.847px;" height="709"></p><p><strong><span style="font-size: 10pt;">Fig 5. Identity Provider Configuration for OIDC.</span></strong></p><p><strong><span style="font-size: 10pt;"><br></span></strong></p><p><strong>Discovery URL</strong> - You will need to enter the discovery URL your identity provider provides/has published for your tenant. This is usually provided per tenant in your identity provider, however, some providers may provide this per application. This should be publicly available and usually ends in &#39;/.well-known/openid-configuration&#39;.</p><p><br></p><p>You will need to create an API application within your chosen identity provider, to use for SSO. The application will need to be assigned the redirect URI found on the SSO setup page in Halo (figure 5). Keep the credentials of your application to hand as these will need to be entered into Halo.</p><p><br></p><p><strong>Authentication Type&nbsp;</strong>- Choose the authentication type used by your SSO application. This controls how user access will be authenticated (the authentication type used in the authentication flow).&nbsp;</p><p><strong>Client ID</strong> - Enter the Client ID of the application you have created in your identity provider for SSO.&nbsp;</p><p><strong>Client Secret&nbsp;</strong>- (Only applicable if using &#39;Authorization code with PKCE (recommended)&#39; as the authentication type&#39;). Enter the Secret of the application created for SSO.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft Entra</span></strong></p><p id="isPasted">Microsoft Entra is used when you would like to setup SSO using Microsoft Entra (Azure).&nbsp;</p><p><br></p><p><strong><em>Note: This method of connecting single sign on with Entra does not support <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2443" id="isPasted" target="_blank" rel="noopener noreferrer">B2C&nbsp;</a>SSO, only B2B.&nbsp;</em></strong></p><p><br></p><p id="isPasted">Head to the &#39;Identity Provider Configuration&#39; tab to continue setup.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhMmNiZjRiLWM2MzYtNDg3Ni1hYTBlLTg1ZTEwZmE1MmM1MyJ9.yCmTts0fRQnHfDRMymRhldg8wqp-R2VmdFf04EVMAD0" class="fr-fic fr-fil fr-dib" width="1045" style="width: 1047px; height: 768.776px;" height="769"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 6. Identity Provider Configuration for Microsoft Entra.</span></strong></p><p><br></p><p id="isPasted">You will need to configure an app registration within your own Azure tenant. Before you do, you need to consider whether you will need a single or multi tenanted app.&nbsp;</p><p><br></p><p>The Halo SSO application can be single or multi tenant. Single tenant only allows Entra uses who are members of the same tenant as the one where the app registration is configured to sign-in. Multi-tenant applications allow Entra users from multiple tenants to sign in (restrictions on tenants can be configured in Halo). Our HaloITSM clients, which typically only have one Azure tenant will generally use a single tenant application. Our HaloPSA clients who wish their managed users to be able to use SSO along with HaloITSM clients with more than one tenant should configure a multi-tenant application.&nbsp;</p><p><br></p><p id="isPasted">Once you have decided the application type, follow the following steps to configure the app registration with your Entra ID tenant.</p><p><br></p><p><strong>Create Application for SSO&nbsp;</strong></p><p>Open the Entra Admin Center (or similar) and navigate to the App Registration section. Click &quot;New Registration&quot;. Complete the details of the app registration.&nbsp;</p><p><br></p><p id="isPasted"><strong>Name:</strong> Be aware this could be visible to end-users, so choose a sensible name.</p><p><strong>Supported Account Type:</strong> Single or Multi depending upon your organisation&#39;s requirements</p><p><strong>Redirect URI:</strong> Choose the type web and insert the required RedirectURI, this can be found on the SSO setup page in Halo, seen in figure 6. This is the single redirect URI needed for both Agent and User SSO.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZTI2NWVlLWY0OTItNGQ0ZC1iNmQ5LTQ5MWMwZmM4ODU2ZCJ9.QVmBPyJXAyOAjKbmeeZ_alWxuFHzJySgqyaW-y76IRA" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 750.28px;" height="750"></p><p><strong><span style="font-size: 10pt;">Fig 7. Azure application for SSO.</span></strong></p><p><br></p><p>Once registered, copy the &quot;Application (client) ID&quot; and &quot;Directory (tenant) ID&quot; from the Overview tab and store them safely, as these will be needed later.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3YmVjZjJhLWNhMjQtNDBlOS1hZDI3LTQ5ZDIzM2IxZGQ2ZSJ9.HPOl7Ax_gleBAND_cIJDqQMrxtZq4uAznIT2uxT1m2s" class="fr-fic fr-fil fr-dib" width="1433" style="width: 1435px; height: 443.881px;" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 8. Application client ID and Tenant ID.</span></strong></p><p><br></p><p id="isPasted">Navigate to the &#39;API permissions&#39; tab and remove the default &#39;User.Read&#39; permission.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4Y2U5OTAxLWQ3ZjItNGNkYy05MTljLTU1Y2I2MmRiMmVmYSJ9.MmkCIgZOyIlP4c62Efap5bRFT0dmt2qzbjYQgYgy_m8" class="fr-fic fr-fil fr-dib" width="1268" style="width: 1270px; height: 519.35px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 9. Remove API permission.</span></strong></p><p><br></p><p id="isPasted">Now navigate to the &#39;Authentication&#39; tab and enable &#39;ID tokens&#39; under &#39;Implicit grant and hybrid flows&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3NTVlZGUzLWE2NzUtNDIyMy05NmE5LWM0ZmIxMTM1NjFhNCJ9.VSoP2KkG7KasNakOyd5soEjAOcpf27WDemSTeUZ6guw" class="fr-fic fr-fil fr-dib" width="1254" height="855"></p><p><strong><span style="font-size: 10pt;">Fig 10. Enable ID tokens for application.&nbsp;</span></strong></p><p><br></p><p>If you would like additional claims to be validated when logging in ensure these claims are returned by the ID tokens. You may need to add additional claims you would like to validate to the application. Do this under the &#39;Token configuration&#39; tab. Claims will be covered in more detail later in this guide.&nbsp;</p><p><br></p><p>If you are using the authentication type &#39;Authorization Code&#39; or &#39;Authorization code with PKCE &#39; you will need to generate a secret for your application too. Head to the &#39;Certificates and Secrets&#39; tab and add a &#39;New client secret&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyMzdkMGM3LTdmM2YtNDdlZC1iNjc1LWI3ZTgwMWY0ZDNjMiJ9.NbMBXNW081G0K9NYU7qA7YztWU_jMbWCRRRMIEtmoh4" class="fr-fic fr-fil fr-dib" width="1175" style="width: 1177px; height: 510.911px;" height="511"></p><p><strong><span style="font-size: 10pt;">Fig 11. Add client secret to Azure application.&nbsp;</span></strong></p><p><br></p><p>Once added copy the secret value.&nbsp;</p><p><br></p><p>Head back to Halo and enter the Tenant ID, Client ID (and secret if using) under the SSO setup page. Ensure you set the application type you have created too (single/multi tenanted).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4MTI5Nzc3LWM2MzMtNGI1Yi05NWY0LTAyZDg0MTUyODRiMyJ9.w1dKfgZhWztJklhNZYR-ngia_I_q3aL7LQ3NBCRLWOs" class="fr-fic fr-fil fr-dib" width="820" style="width: 822px; height: 422.879px;" height="423"></p><p><strong><span style="font-size: 10pt;">Fig 12. Enter application details in Halo.</span></strong></p><p><br></p><p>If you are using a multi tenanted application, you will also have the option to restrict which tenants can sign in using this SSO application. Simply enter the tenant IDs of the tenants that you would like to be able to sign into Halo using this SSO application. Any users within tenants not in this list will not be able to sign in.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMmQ3MWQxLWY5NTAtNGM4Ni1iYTgzLWNmYmY2NzAyZDgxNyJ9.sA1Z4jCufof1r8EnEWljHpltot44H9QV35pL2GoBJCk" class="fr-fic fr-fil fr-dib" width="828" style="width: 830px; height: 160.795px;" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 13. Restrict tenant sign in.</span></strong></p><p><br></p><p><strong>Federated Domain</strong> - This can be used if Azure authentication requests in your tenant are forwarded to an ADFS server to streamline the SSO procedure in Halo. You will need to enter the fully qualified domain name for your ADFS server in the field here.&nbsp;</p><p><br></p><p><strong>User Interaction -</strong> Here, you can control how users can use this single sign on option.</p><ul><li><strong>None -</strong> When signing in users will not be prompted to enter credentials or choose the account they sign in with. They will be signed in with an account automatically based on identity information.&nbsp;</li><li><strong>Select an account -&nbsp;</strong>When signing in users will be prompted to choose who they would like to log in as. Accounts available to choose will be based on identity information.</li><li><strong>Force Credential Input -</strong> When signing in users will need to enter the credentials of the Microsoft account they would like to sign in with.&nbsp;</li></ul><p><br></p><p>When using this single sign-on type a discovery URL is still required for SSO connection, however, unlike OCID, this is generated and stored for you in the background.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Google</span></strong></p><p id="isPasted">Google is used when you would like to setup SSO using Google.&nbsp;</p><p><br></p><p>Head to the &#39;Identity Provider Configuration&#39; tab to continue setup.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkNmU2ZTcwLWUyZWItNDZhZS1iYWU3LTM4NGFkN2Q0YmRkNiJ9.trgoEZ6-JjufYFXejEoxt_dnO06ZDMDEA5B8U437oD0" class="fr-fic fr-fil fr-dib" width="823" style="width: 825px; height: 518.805px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 14. Identity Provider Configuration for Google.</span></strong></p><p><br></p><p>You will need to create an application in the Google developer portal to use for SSO, this application will need to include the Sign-in redirect URI found on the SSO setup page in Halo (figure 14). If you are using &#39;Authorization Code&#39; or &#39;Authorization code with PKCE&#39; you will also need to generate a secret for the application.&nbsp;</p><p><br></p><p>In Halo, enter the Client ID (and secret if used) from your Google application.&nbsp;</p><p><br></p><p id="isPasted">When using this single sign-on type a discovery URL is still required for SSO connection, however, unlike OCID, this is generated and stored for you in the background.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Okta</span></strong></p><p id="isPasted">Okta is used when you would like to setup SSO using Okta.&nbsp;</p><p><br></p><p>Head to the &#39;Identity Provider Configuration&#39; tab to continue setup.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlZTEzZGVhLTI3YjItNDhmMS1hYTBhLTExZWExNGVjOTFhZSJ9.fy7aG4IJN-qTi2PjGyfmK_bp6unWln13J6c-V9drFSs" class="fr-fic fr-fil fr-dib" width="843" style="width: 845px; height: 661.304px;" height="661"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 15. Identity Provider Configuration for Okta.&nbsp;</span></strong></p><p><br></p><p>You will need to create an application in Okta to use for single sign-on. Create an application of type &#39;Web&#39; that uses &#39;OpenID Connect&#39; sign in method.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMDNmNjc2LWMxMTMtNDE0MC05MGYyLWU3ZDhiODdjYzI1MCJ9.WaleslVV9Udzu1xfIYlbQcAh-U8Pq2-SzO0k4pCC2zs" class="fr-fic fr-fil fr-dib" width="608" style="width: 610px; height: 355.98px;" height="356"></p><p><strong><span style="font-size: 10pt;">Fig 16. New application in Okta.</span></strong></p><p><br></p><p id="isPasted">When configuring, ensure &quot;Authorization Code&quot; and &quot;Allow ID Token with implicit grant type&quot; are both enabled. (If this is not available on your version of Okta, &quot;Implicit (hybrid)&quot; should be enabled).</p><p><br></p><p id="isPasted">Scrolling down, you can then set the redirect URIs for login. You will need to enter the sign-in redirect URI from the SSO setup page in Halo (figure 15). Enter <a data-fr-linked="true" href="https://YOURHALODOMAIN.com" id="isPasted">https://YOURHALODOMAIN.com</a> to use as the sign out redirect URI.&nbsp;</p><p><br></p><p>If you are using the &#39;Authorization Code&#39; or &#39;Authorization code with PKCE&#39; authentication type you will also need to generate a secret for the application.&nbsp;</p><p><br></p><p>Once you have the Client (application) ID (and secret is being used), enter these values into the SSO setup page in Halo.&nbsp;</p><p><br></p><p id="isPasted"><strong>Discovery URL&nbsp;</strong>- You will need to enter the discovery URL Okta has published for your tenant. This is usually provided per tenant in your identity provider, however, some providers may provide this per application. This should be publicly available and usually follows the format &#39;https://YOUROKTADOMAIN/.well-known/openid-configuration&#39;.</p><p><br></p><p><strong><em>Note: When setting up SSO against the Okta module the discovery URL is generated for you, the option is included here to enter it yourself for flexibility.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft Entra External ID</span></strong></p><p>Microsoft Entra External ID is used when you would like to setup SSO with Microsoft Entra External ID. This is Microsoft&#39;s CIAM platform, used to authenticate access for external users (those not in your organisation). Allowing them to sign up and sign into your Halo portal using credentials from other platforms.</p><p><br></p><p>Entra External ID replaces B2C SSO as Microsoft&#39;s CIAM platform. From 15 March 2026 B2C will be depreciated for everyone on P2 tier licencing. Your B2C tenant will remain but your Azure AD B2C P2 licence will no longer function. For everyone on P1 premium tier licencing existing B2C will be supported until May 2030. Therefore, when setting up SSO in Halo it is advised to use Microsoft Entra External ID as this is Microsoft&#39;s supported method going forward.&nbsp;</p><p><br></p><p>If you would like to setup single-sign on for external users using B2C checkout: <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2443" id="isPasted" target="_blank" rel="noopener noreferrer">Microsoft Entra ID: Single Sign-On (B2C)</a>.</p><p><br></p><p id="isPasted">Head to the &#39;Identity Provider Configuration&#39; tab to continue setup.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzMjYwMTI3LTY0ODAtNGVjNi05ZDExLTQ4NzczNjg2NTkxYyJ9.BjdgF5Hv8_96SOHkCat5tb89Wrk2MbGFEp-uInR9xZo" class="fr-fic fr-fil fr-dib" width="816" style="width: 818px; height: 618.677px;" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 17. Identity Provider Configuration for Entra External ID.&nbsp;</span></strong></p><p><strong><span style="font-size: 10pt;"><br></span></strong></p><p><strong>Discovery URL</strong> - You will need to enter the discovery URL your identity provider provides/has published for your tenant. This is usually provided per tenant in your identity provider, however, some providers may provide this per application. This should be publicly available and usually ends in &#39;/.well-known/openid-configuration&#39;. This will need to contain the user flow/policy you would like to use to authenticate users.&nbsp;</p><p><br></p><p>You will need to create an API application within your Entra External ID tenant, to use for SSO. This tenant will be separate to your primary Entra tenant. The application will need to be assigned the redirect URI found on the SSO setup page in Halo (figure 17).&nbsp;</p><p><br></p><p><strong>Authentication Type&nbsp;</strong>- Choose the authentication type used by your SSO application. This controls how user access will be authenticated (the authentication type used in the authentication flow).&nbsp;</p><p><strong>Client ID</strong> - Enter the Client ID of the application you have created in your identity provider for SSO.&nbsp;</p><p><strong>Client Secret&nbsp;</strong>- (Only applicable if using &#39;Authorization code with PKCE (recommended)&#39; as the authentication type&#39;). Enter the Secret of the application created for SSO.</p><p><br></p><p id="isPasted"><strong>User Interaction -</strong> Here, you can control how users can use this single sign on option.</p><ul><li><strong>None -</strong> When signing in users will not be prompted to enter credentials or choose the account they sign in with. They will be signed in with an account automatically based on identity information.&nbsp;</li><li><strong>Select an account -&nbsp;</strong>When signing in users will be prompted to choose who they would like to log in as. Accounts available to choose will be based on identity information.</li><li><strong>Force Credential Input -</strong> When signing in users will need to enter the credentials of the Microsoft account they would like to sign in with.&nbsp;</li></ul><p><strong><span style="font-size: 12pt;">Obtain Discovery URL for Microsoft Entra External ID</span></strong></p><p>To obtain the discovery URL needed you will first need to create an application in Entra. This application should be of type &#39;Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant) and personal Microsoft accounts (e.g. Skype, Xbox)&#39;, set the platform to be &#39;Web&#39; and set the redirect URI that is present on the SSO setup page in Halo (figure 17). This URI follows the format <a data-fr-linked="true" href="https://YOURHALODOMAIN/auth/account/oidc/xyz">https://YOURHALODOMAIN/auth/account/oidc/xyz</a>.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzMzNkM2RhLTRkYmYtNDI2Zi1iMGQyLWE0ZjZlOGMxYTZlOSJ9._YAo4CI24h89hVvsDQTPaLJD7KUbc1x6Q8RwXzxV8WA" class="fr-fic fr-fil fr-dib" width="815" style="width: 817px; height: 690.461px;" height="690"></p><p><strong><span style="font-size: 10pt;">Fig 18. Azure application for External ID SSO.</span></strong></p><p><br></p><p>Once created head to the &quot;Authentication&quot; tab and enable &quot;ID tokens (used for implicit and hybrid flows)&quot; then save.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2MWNjNzA5LWUwNDAtNDgwYy1iMmJlLTQyYzk5MGRmY2VmNSJ9.p3aSCe03pxskOD_Yic4im0UQl8d88VwQ8hL03YS1F-c" class="fr-fic fr-fil fr-dib" width="776" style="width: 778px; height: 681.534px;" height="682"></p><p><strong><span style="font-size: 10pt;">Fig 19. Enable ID tokens for the application.</span></strong></p><p><br></p><p data-pasted="true">Now you will need to add the following permissions to this application:</p><ul><li>openid (Delegated)&nbsp;</li><li>email (Delegated)</li><li>profile (Delegated)&nbsp;</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiM2YxNGI1LTMzMzktNDgxMi05ODdjLTJlYmRjNmYzYmE2NCJ9.1mDHVGr-NrLP0aDFnOtqebPA8a2kdMaoh4OcOATTVZM" class="fr-fic fr-fil fr-dib" width="1176" style="width: 1178px; height: 518.109px;" height="518"></p><p><strong><span style="font-size: 10pt;">Fig 20. Application permissions.</span></strong></p><p><br></p><p data-pasted="true">You will now need to link a user flow to this application to determine how users are authenticated. You may wish to create your own custom user flow, or use one of the standard user flows such as the &#39;sign up and sign in&#39; user flow.&nbsp;</p><p><br></p><p>User flows can be added and configured under the &quot;External Identities&quot; section of your Azure. For information on creating user flows checkout <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/entra/external-id/customers/how-to-user-flow-sign-up-sign-in-customers" data-pasted="true" target="_blank" rel="noopener noreferrer">Create a sign-up and sign-in user flow for an external tenant app</a>.</p><p><br></p><p>Once you have chosen which user flow you would like to use, link the flow to the application. This is done within the &quot;applications&quot; tab of the user flow, for more detail on linking checkout <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/entra/external-id/customers/how-to-user-flow-add-application" data-pasted="true" target="_blank" rel="noopener noreferrer">Add your application to the user flow</a>.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3M2U4YTRjLWFlN2QtNGNhZC1iMTYzLTk2Y2ZmOTBhYWVhMyJ9.Q3tXqOkl__vmCZIsorQgWVvM8reHZOdBQ-beRxu7Dck" class="fr-fic fr-fil fr-dib" width="1041" style="width: 1043px; height: 425.868px;" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 21. Application linked to user Flow.</span></strong></p><p><br></p><p>Once linked, run the flow to generate the Discovery URL you need to plug into Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyMmRmN2ViLTIxN2MtNDU1ZS04ZDZhLWQ3ZjNjZWIwZmY0ZCJ9.67BTpDKXQGeE9Kjj2iqyAf77VHL3eTEVHObXz50G_xI" class="fr-fic fr-fil fr-dib" width="519" height="398"></p><p><strong><span style="font-size: 10pt;">Fig 22. Discovery URL.</span></strong></p><p><br></p><p>You will need the section of the Open Id Configuration highlighted in figure 22, you will not need the &quot;?app=xyz&quot; parameter.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Obtain Client ID and Secret&nbsp;</span></strong></p><p>Obtain the Client ID of your Azure application from the &quot;Overview&quot; tab within the application.&nbsp;</p><p><br></p><p>If you are using one of the Authorization Code authentication types, you will also need to generate a secret for your Azure application. This is done within the &quot;Certificated and Secrets&quot; tab of the application.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3YmYzMjE0LTI4ZWItNDRhZC04NTE5LWY3NDFiYjk1ZGRhZiJ9.2NEC6AhrvyoiEsiK9RyM713BBQEuaxfzb4nV-CWPHZM" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 365.857px;" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 23. Client ID</span></strong></p><p><br></p><p>Now you have your connection details these can be plugged into Halo and you can configure the rest of the single sign on module.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Single Sign-On Options</span></strong></p><p>Now you have connected to the identity provider you would like to use for SSO you will need to setup how SSO behaves in Halo for this connection. These options are available for all SSO types.&nbsp;</p><p><br></p><p>Head to the &#39;Halo ... Configuration&#39; tab to configure the behaviour settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwMWNhNDI5LTZhNGItNGY3Mi1hZTk4LWQ2MGRjZDBkMjA2ZCJ9.bPSCPIfNWyySjzZMqwHjbo6i2dXA4LFZcoswEpqRU6s" class="fr-fic fr-fil fr-dib" width="907" height="396"></p><p><strong><span style="font-size: 10pt;">Fig 24. Additional SSO options.</span></strong></p><p><br></p><p><strong>Allow Single Sign-On for Agents and/or Users</strong> - Controls who will be able to use this SSO connection, Agents and/or Users. This will not control who the SSO button appears for, but rather who the sign in will be successful for.&nbsp;</p><p><strong>Automatically start the single sign-on flow for Agents without showing the Halo Service Desk login screen</strong> - When enabled, agents will be redirected to the sign in page using this SSO method automatically when logging into Halo. The Halo login screen will not be shown. If this option is enabled for multiple SSO connections, agents will be directed to login with the connection with the lowest ID. Therefore only enable this for one of your SSO connections.&nbsp;</p><p><strong>Automatically start the single sign-on flow for Users without showing the Halo Service Desk login screen</strong> - When enabled, users will be redirected to the sign in page using this SSO method automatically when logging into Halo. The Halo login screen will not be shown. If this option is enabled for multiple SSO connections, users will be directed to login with the connection with the lowest ID. Therefore only enable this for one of your SSO connections.&nbsp;</p><p><strong>Enable single-logout (SLO)</strong> - &nbsp;When enabled, logging out of the connected account anywhere, e.g. OneDrive will also log the user out of Halo; conversely if you log out of Halo, this will log you out of the connected applications entirely. Useful if you would like to only have to log out once at the end of the day, but you may want to disable this if you would like to be able to log out of one application but remain signed in to another.</p><p><br></p><p><strong><span style="font-size: 14pt;">Matching Users</span></strong></p><p>When logging in to Halo using their SSO credentials users/agents will need to be matched to their respective user/agent profile in Halo to determine who to log them in as. For each SSO connection you can choose how users are matched to their agent/user profile in Halo.&nbsp;</p><p><br></p><p>Head to the &#39;User Identification and Provisioning&#39; tab. Here, use the &#39;User Identifier Claim&#39; field to determine what field users are matched on.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjZDhhZDI5LTY3OWYtNGZiZC04ODI4LTdmNmY4ODc4YWI3NyJ9.xGVAoDE25Dn6vFLsAJgQg-HdUJd58TEsUr56vzyVo8s" class="fr-fic fr-fil fr-dib" width="858" height="366"></p><p><strong><span style="font-size: 10pt;">Fig 25. User Identifier Claim.</span></strong></p><p><br></p><p><strong>Subject&nbsp;</strong>- (OCID only) This will match users using their subject. In order to match to users/agents the subject of each user/agent will need to be stored in Halo. When this is chosen you will be given an additional &#39;User Matching Field&#39;, choose the field you are storing the subject for users/agents in.&nbsp;</p><p><br></p><p><strong><em>Note: The &#39;subject&#39; is a claim returned in the ID token that is issued upon login. ID tokens are issued by the identity provider upon login, each token contains &#39;claims&#39; which contain information about the user logging in. Some platforms (such as Entra) allow you to customise the claims returned by ID tokens.&nbsp;</em></strong></p><p><br></p><p><strong>Old</strong> - (Entra only) This will match users using their object ID in Entra. When using this claim for matching users/agents must have been imported into your Halo instance from the Entra or Microsoft CSP integration. The import is required as this stores the object ID of each user/agent, which is used when matching.&nbsp;</p><p><br></p><p><strong>Email&nbsp;</strong>- This will match users using their email address. Only use if all agent/user emails are unique. All connection types can use email to match.&nbsp;</p><p><br></p><p><strong>Custom Attribute</strong> - This will match users using a chosen attribute (claim). This attribute must be provided in the ID token issued by the identity provider upon logging in. When selected you will need to enter the name of the attribute to match on in the &#39;Custom attribute name&#39; field. Then in the &#39;User Matching Field&#39; select the field this attribute data is stored in, in Halo. In the figure 18 example users/agents will be matched using the &#39;username&#39; attribute, if the value against this attribute in the ID token matches the value in the user field &#39;Additional Info&#39; the person logging in will be matched to this user.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3NTFjMGVlLTViY2UtNGVjZi1iMjlmLTQ4MzRiMjE4YWExNCJ9.w9oJPay3kGstih8E6axGtvYC4dI7-LTGuZeGFoORCCY" class="fr-fic fr-fil fr-dib" width="560" height="269"></p><p><strong><span style="font-size: 10pt;">Fig 26. Custom attribute matching example.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Claim Validations</span></strong></p><p>You can also restrict who can sign in using this SSO connection based on claims. Useful if you would like to restrict who can sign in based on data in the identity provider, such as their group and account status etc. This can be used to restrict access to Dev/UAT instances too. This is set in the &#39;Additional Claim Validation&#39; table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0NDcwZDQ5LTA1MGUtNDg5NS04N2I2LWVhMDE3MDM1N2MyMCJ9.WoYeEurBOSglG75EZ321fe2boEsDgftmC-9yFI2S-Ow" class="fr-fic fr-fil fr-dib" width="1455" style="width: 1457px; height: 445.583px;" height="446"></p><p><strong><span style="font-size: 10pt;">Fig 27. Additional claim validations.&nbsp;</span></strong></p><p><br></p><p>When adding to the table enter the claim name you would like to restrict access based on. Then enter the value users must have in this claim to be able to sign in. In the figure 22 example only users that are issued a token with the claim &quot;accountactive&quot;:true will be able to sign in.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzOWNlNGQzLTAwMzMtNGFjZi1iNjdhLTFjNjU4MWU3NDQ4NCJ9.J4oJjUkCN7x2MoDLRU88YmOK8WPhq7KwCGUOxD00V_U" class="fr-fic fr-fil fr-dib" width="638" height="286"></p><p><strong><span style="font-size: 10pt;">Fig 28. Example claim validation.</span></strong></p><p><br></p><p>When using the SSO connection types &#39;Google&#39; or &#39;Okta&#39; a claim will be added for you automatically, as shown in figure 29.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjZWIzMzQyLTI4YjItNGE4Ny05NjNjLWRkMGQwZmY1NjNhMyJ9.9Sio4swHj5YhS3VjQTMAOcZH5vy7ijOVV-KWInouoSs" class="fr-fic fr-fil fr-dib" style="width: 1393px; height: 584.276px;" width="1562" height="656"><strong><span style="font-size: 10pt;">Fig 29. Email verified claim validation.</span></strong></p><p><br></p><p>This has been added for security purposes and we advise against removing this claim. This prevents any user with a fake/non verified email signing into your Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">User Provisioning (creation)</span></strong></p><p>Users can be automatically created during the sign-in process if they do not yet have a Halo Service Desk account. By enabling this functionality, the email address of the user signing in will be used as a secondary identifier if a user could not be located based on the User Identifier Claim.</p><p><br></p><p>Check &#39;Allow automatic user provisioning&#39; to allow users to be created during the sign-in process.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0NjI0ZDQ1LTFiYTQtNDI1YS05MmZmLTAxZTJiZWI0Nzk4YyJ9.pBailPm6qfGn3yZqMeBQ-CxKrkPXbsUFUsBqQh6kdTg" class="fr-fic fr-fil fr-dib" width="903" style="width: 905px; height: 649.085px;" height="649"></p><p><strong><span style="font-size: 10pt;">Fig 30. Allow automatic user provisioning.</span></strong></p><p><br></p><p>When enabled additional options will become available.&nbsp;</p><p><br></p><p><strong>New Users will be matched to a Site based on Site domain matching</strong> - When enabled, new users will be assigned to a site based on the domain of their email address. If their email domain matches a site domain they will be created under this site. This is dependent on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/878" id="isPasted" target="_blank" rel="noopener noreferrer">site domains</a> being setup.</p><p><strong>Default site for automatically created users</strong> - Choose the site users will be created under if the above setting is disabled or their domain cannot be matched to a site domain.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding SSO buttons to login Page</span></strong></p><p>Now your SSO connection(s) are setup you will need to add the button for this SSO connection to the login pages for the Halo agent app and self service portal.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Add SSO button to agent application</span></strong></p><p>Head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &#39;nethelpdesk-agent-web-application&#39;. Here you will see a list of all sign in options (SSO) you have configured.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlM2IwNDk1LTUyODgtNDcwMi1hM2Q3LWM0MmEzNmMxMjAwNiJ9.ZCoNuxI_fm9IvAEMTSzWyPCQiTTtTmigKs9MVWikToI" class="fr-fic fr-fil fr-dib" width="1036" height="495"></p><p><strong><span style="font-size: 10pt;">Fig 31. Sign in options for application (agent app).</span></strong></p><p><br></p><p>To make a sign in option (button) visible, edit the page, then edit the entry, set the &#39;Display&#39; to be &#39;Show button&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4ZTczYTI5LThjMWItNDZmMS05MTNlLWIzZmEzYWZmYmVjNSJ9.Fu9_XEqdoebGgKJZ4RscCmyqJmbDyl5uAWHiYVSfO0I" class="fr-fic fr-fil fr-dib" width="637" height="290"></p><p><strong><span style="font-size: 10pt;">Fig 32. Set button for SSO connection to show (agent app).</span></strong></p><p><br></p><p>You also must set a &#39;Label override&#39; to determine what the label for the button will be. If this is not set no label will be used.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Add SSO button to self service portal&nbsp;</span></strong></p><p id="isPasted">Head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &#39;halo-user-portal&#39;. Here you will see a list of all sign in options (SSO) you have configured.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYjMwYmM5LTU1ZDItNGFmZi05NTNmLWE5NTUwNTNmYzk0NiJ9.Xu092_BbuUJNUaNxSQuAgJsqnC7XF6MJwcNDQFHkqOY" class="fr-fic fr-fil fr-dib" width="1478" style="width: 1480px; height: 423.258px;" height="423"></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 33. Sign in options for application (portal).</span></strong></p><p><br></p><p id="isPasted">To make a sign in option (button) visible, edit the page, then edit the entry, set the &#39;Display&#39; to be &#39;Show button&#39;.</p><p><br></p><p id="isPasted">You also must set a &#39;Label override&#39; to determine what the label for the button will be. If this is not set no label will be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Customise Single Sign-On Buttons</span></strong></p><p>Each button used to sign in using single sign on can be customised. Allowing you to change how the SSO button looks for each method of SSO. This is set per SSO connection under the &#39;Styling&#39; tab.&nbsp;</p><p><br></p><p>If your SSO type is not OIDC you will need to enable &#39;Override the styling for the login button&#39; in this tab before you can configure styling.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMWJiMmQ1LWQwZjYtNGQxMS05MmU2LTJlMjg4N2MyNzk0YSJ9.jewl3HKkZqrFlY8mo8c4RccmC3esAaAyaJcWLjUwOII" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 655.087px;" height="655"></p><p><strong><span style="font-size: 10pt;">Fig 34. Options to customise SSO button.</span></strong></p><p><br></p><p><strong>Login Button Label</strong> - The label used for the button. This will be visible to users.</p><p><strong>Login Button Colour</strong> - The colour of the button.</p><p><strong>Login Button Logo</strong> - Upload an image of a logo here, this will be added to the button, left aligned to the button label. Use the &#39;Change&#39; button to upload an image. The image will be resized automatically&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2ODYyMjk0LTNjMzEtNDk3ZS1iNGFkLTE2ZWNiMWIxNTgyMiJ9.VwFVbApIv54ILtxdCQ3nweqPRJWD60eK1SVsCbgjVDg" class="fr-fic fr-fil fr-dib" width="375" style="width: 377px; height: 471.969px;" height="472"></p><p><strong><span style="font-size: 10pt;">Fig 35. Customised single sign on button.&nbsp;</span></strong></p><p><br></p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong><span style="font-size: 12pt;">What is Single Sign on B2C?&nbsp;</span></strong></p><p>Single sign on B2C allows your agents and users to sign in to Halo using credentials from various accounts. It also allows unknown users to sign up to access your Halo portal using credentials from existing accounts.</p><p><br></p><p><strong><span style="font-size: 12pt;">Who can use SSO B2C?</span></strong></p><p>B2C SSO is typically used by organisations using HaloCRM, as they will not have a fixed user list and will want to make sign up for users as easy as possible.&nbsp;</p><p><br></p><p>Organisations using HaloPSA and HaloITSM will use B2B SSO as all the users and agents that will be logging in already exist in your Azure tenant or one of the Azure tenants you manage (fixed list).&nbsp;</p><p><br></p><ul><li style="font-weight: bold;"><a data-fr-linked="true" href="https://www.usehalo.com/guides/2667" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Single Sign On B2B (SSO) For Entra/CSP Users and Agents</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><p><strong>In this guide we will cover:</strong></p><p><strong>- B2B vs B2C single sign on</strong></p><p><strong>- How to configure SSO for B2C</strong></p><p><br></p><p><br></p><p><strong><span style="color: rgb(235, 107, 86); font-size: 12pt;">Microsoft is now depreciating B2C licencing. From 15 March 2026 B2C will be depreciated for everyone on P2 tier licencing. Your B2C tenant will remain but your Azure AD B2C P2 licence will no longer function. For everyone on P1 premium tier licencing existing B2C will be supported until May 2030. Users are now directed to use Microsoft&#39;s Entra External ID platform instead (this replaces B2C). Single sign on with Halo using Entra External ID for external user authentication is now available. For information on how to set this up checkout: &quot;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2667" id="isPasted" target="_blank" rel="noopener noreferrer">Single Sign-On in Halo</a>&quot;.</span></strong></p><p><br></p><p>For more information on Microsoft Entra External ID checkout: <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/entra/external-id/external-identities-overview" id="isPasted" target="_blank" rel="noopener noreferrer">Introduction to Microsoft Entra External ID</a>.</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">B2B vs B2C single sign on</span></strong></p><p>Single sign on allows users and/or agents in your Halo to log in to their Halo account using existing credentials they have for other accounts. Halo obtains authentication from the third party the account is with.</p><p><br></p><p>B2B single sign on stands for &#39;Business to Business&#39;. This method of single sign on only allows users who exist in your Azure tenant (or a tenant you have access to) to sign up or sign in to your Halo with their Microsoft (work) credentials. This is typically used when a business is providing services to another business, as you will have a pre-defined set of users that will be allowed access to your Halo. These users will either be in your Azure tenant, or you will have access to their Azure tenant through the partner centre, therefore when using this method of SSO in Halo you must be using either the Entra ID or CSP integration. HaloPSA and HaloITSM customers typically use the B2B method of single sign on.&nbsp;</p><p><br></p><p>B2C single sign on stands for &#39;Business to Customer&#39;. This method of single sign on allows agents and/or users to be able to sign up and sign in to your Halo portal using various accounts, such as their Google, Microsoft and social accounts. Whereas B2B only allows users to sign in &nbsp;using their work account. B2C is typically used when the users you would like to access your portal are not in your Azure tenant, so when they are external consumers however, you can restrict who can sign up/in to your portal when using B2C. HaloCRM customers typically use this method of single sign on.&nbsp;</p><p><br></p><p>In this guide we will only cover the setup of B2C single sign on (SSO) using Azure, we have a separate guide on B2B SSO for Azure/Microsoft <a data-fr-linked="true" href="https://www.usehalo.com/guides/2667" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. For information on B2B single sign on for Google accounts see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1126/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">How to configure SSO for B2C</span></strong></p><p><em>Pre-requisites&nbsp;</em></p><ul><li style="font-style: italic;"><em>You must have a B2C Azure tenant</em></li><li style="font-style: italic;"><em>If on a Halo version prior to v2.182 the B2C tenant must have a domain name ending &quot;.com&quot;</em></li></ul><p><br></p><p>To get started head to configuration &gt; integrations &gt; Microsoft Entra ID &gt; single sign-on B2C tab. Here is where you will configure the SSO connection in Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2M2U3Mjg2LWM3OTEtNDM1ZC05OWYwLTcyMWFiYzFjODA4NyJ9.ChbFVwpVtFf3hTsDckkL16K2iYl_EuRgs0ca15TIF5k" class="fr-fic fr-fil fr-dib" width="1435" style="width: 1437px; height: 654.777px;" height="655"></p><p><strong><span style="font-size: 10pt;">Fig 1. B2C SSO configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Create Azure application</span></strong></p><p>First you will need to create an Azure application for your B2C Azure tenant. This application should be of type &#39;Accounts in any identity provider or organizational directory (for authenticating users with user flows)&#39;, set the platform to be &#39;Web&#39; and have the redirect URI present on the SSO setup page in Halo (figure 1). This URI follows the format <a data-fr-linked="true" href="https://YOURHALODOMAIN/auth/account/azureb2cresponse">https://YOURHALODOMAIN/auth/account/azureb2cresponse</a></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2ZTc2NGIyLWI1ZjktNDVhMi1iOWYyLTE5YWFhNTNjN2E2NiJ9.SXeaCIsFQS1vBUQLXgmZQvcbrBNmfBxYmdCrqjkBHE4" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 160.767px;" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 2. Account type for azure application</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4ODVlM2YwLWE3YjMtNGRmOC05ZTM5LTAxNmViNjI0NGE4OCJ9.iVjjvWx1TzGS2aXIovvyKdG6rbcTx1FYJd0EjeBQiEk" class="fr-fic fr-fil fr-dib" width="788" style="width: 790px; height: 322.152px;" height="322"></p><p><strong><span style="font-size: 10pt;">Fig 3. Azure application</span></strong></p><p><br></p><p><strong><em>Note: If you have two re-direct URIs visible on your SSO configuration page add both redirects to the application.&nbsp;<br></em></strong></p><p><br></p><p>Now you will need to add the following permissions to this application:</p><ul><li>openid (Delegated)&nbsp;</li></ul><p>You will also need to enable ID tokens (used for implicit and hybrid flows). This is enabled under the &#39;Authentication&#39; tab under the application</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzZmU1MmE1LTgyNTgtNDViOC1iMGRhLWU4MThlZDlkZDZjMyJ9.ek1jfSiIiZy4qm-upka1kRUWeAFv5ROiQKeC3hWFfhc" class="fr-fic fr-fil fr-dib" width="948" style="width: 950px; height: 556.12px;" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 4. Enable ID tokens</span></strong></p><p><br></p><p>You will now need to assign a user flow to your application to determine how users are authenticated. You may wish to create your own custom user flow, or use one of the standard user flows such as the &#39;sign up and sign in&#39; user flow.&nbsp;</p><p>&nbsp;</p><p>For more information on creating user flows see Microsoft&#39;s article here: <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/azure/active-directory-b2c/tutorial-create-user-flows?pivots=b2c-user-flow" id="isPasted">https://learn.microsoft.com/en-us/azure/active-directory-b2c/tutorial-create-user-flows?pivots=b2c-user-flow</a></p><p><br></p><p id="isPasted">Now you will need to ensure you have the correct application claims against your B2C policy, the following claims will need to be added:</p><ul><li>Identity provider access token</li><li>User&#39;s Object ID</li></ul><p>These can be added under Home &gt; Azure Ad B2C &gt; select policy &gt; Application claims.</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlYTA4NTY0LTVjNDAtNDAyZC05OWFjLTE4ZTI1M2Y2ZTViZSJ9.AjyrPoyA9mwcFDuJBhMGOqgIHqjeQANghJbqmxPO20A" width="1040" 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: 13.3333px; 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: 1042px; height: 491.215px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="491"><strong><span style="font-size: 10pt;">Fig 5. Add application claims&nbsp;</span></strong></p><p><br></p><p>Now your application setup is complete head back to the Halo configuration page.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Halo Configuration&nbsp;</span></strong></p><p>Enter your tenant and application ID into the relevant fields.&nbsp;</p><p><br></p><p><strong>Domain Name</strong> - Here enter the domain name of your Azure AD B2C tenant, if your domain is contoso.onmicrosoft.com the tenant name will just be &quot;contosco&quot;.</p><p><strong>User Flow Name</strong> - Here enter the name of the User Flow assigned to your application (this must be exact).</p><p><strong>Top-level domain name</strong>- You only need to complete this field if your tenant domain name does not end in &quot;.com&quot;. Here enter the region for your domain name so if your domain name is contoso.onmicrosoft.us enter &quot;.us&quot; in here.</p><p><br></p><p>Now complete the additional settings on the page</p><p>&nbsp;</p><p><strong>Allow Single Sign-On for Agents and/or Users</strong> - Choose who SSO is allowed for, agent and/or users.</p><p><strong>Automatically create unmatched users that login with Azure AD but aren&#39;t present in Halo</strong> - When this is enabled new users can be created using SSO. If a user logs into the Halo portal with a login that does not currently exist against a user account in Halo, a new Halo user account will be made for them. If this is enabled an <strong>additional option to choose the site users are created under will appear.&nbsp;</strong></p><p><strong>Automatically redirect Agents and Users to Azure without showing the Halo login screen&nbsp;</strong>- When enabled users will not see the Halo Login screen when accessing the Halo portal, they will automatically be re-directed to the SSO login page.&nbsp;</p><p><br></p><p>When you are happy with your configuration enable the SSO functionality using the &#39;Publish&#39; setting.&nbsp;</p><p><br></p><p><strong>Enable SSO to show on your portal</strong></p><p>Once you have setup SSO this will now be available as an additional authentication option against your portal application. To start using this you will need to set this option to be visible.&nbsp;</p><p><br></p><p>Head to configuration &gt; integrations &gt; HaloAPI &gt; applications &gt; select your &#39;halo-user-portal&#39; application&#39;. Here, edit the page and edit the tile for &#39;Azure B2C SSO&#39;, here set the tile to be visible.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiM2M0ZDlmLTg1ZDMtNDIzMS04MTU2LWNmNTk1Zjk2MTI0NiJ9.r6CcXyduFTRFdKuVRyMjzbQnODcEngeRP8LAHVfLwTw" class="fr-fic fr-fil fr-dib" width="933" style="width: 935px; height: 267.77px;" height="268"></p><p>Fig 6. Edit B2C tile&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkNzkwMmEzLTU1YzEtNDJjYS04MjcwLTVhYjg5OGRiZDUzNyJ9.lDUrrGVU__Qr3Ez4UXtPL7VgNcgCXq9qzhIQqfyGn18" class="fr-fic fr-fil fr-dib" width="643" style="width: 645px; height: 292.351px;" height="292"></p><p>Fig 7. Set B2C SSO to show</p><p><br></p><p>You can also choose a new label for the button here as well, this will override the label &#39;Azure B2C SSO&#39;.</p><p><br></p><p><strong><em>Note: If you have multiple portals ensure this is done for each of your portals, or only the portals you would like to use SSO for.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Settings for SSO&nbsp;</span></strong></p><p><strong><span style="font-size: 12pt;">Remember agent/user logins</span></strong></p><p>To streamline the log in process you can allow agents and users to have their login details &#39;remembered&#39; so they need not enter their password to log in each time. To enable this functionality head to configuration &gt; advanced settings and enable &#39;Remember Me when using a SSO method&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1MGY3MjU0LThmYjAtNDQyOC04Y2RlLTBjNWFlZDBhMWM2MSJ9.iYgkDxMSIlxT7R6t1bjGTOq8R2EHN2-cx776flpdHSM" class="fr-fic fr-fil fr-dib" width="638" style="width: 640px; height: 341.27px;" height="341"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting to have login details remembered</span></strong></p><p><br></p><p>When enabled, a &#39;remember me&#39; setting will appear on the login screen so agents/users can choose to have their login details remembered for next time.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Bypass 2FA for SSO</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiMmJhOGFhLWFiNGEtNDAzMi05YTg3LTg0ODJjYjRkMWRlZiJ9.Px8u8bRRgL2p69eKIl9vSCOdWA_x42wqrO9kXVidYu8" class="fr-fic fr-fil fr-dib" width="758" style="width: 760px; height: 324.604px;" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 9. Setting to allow Halo 2FA to be bypassed</span></strong></p><p><br></p><p>When enabled 2FA procedures will be automatically bypassed when agents/users are using SSO to log in.&nbsp;</p><p><br></p><p>To allow agents/users using SSO to bypass Halo 2FA head to configuration &gt; advanced settings and enable &#39;Bypass Halo 2FA if logging in with Single Sign-On&#39;.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Don&#39;t ask for 2FA again when using SSO</span></strong></p><p>When using 2FA with Halo login credentials agents/users will have an option to check &#39;Don&#39;t ask again&#39; when completing 2FA so they need not complete 2FA again when logging in with the same device. This functionality is compatible when users/agents are signing in with SSO.&nbsp;</p><p><br></p><p>To enable this first ensure you have enabled Halo 2FA procedures (this can be forced for everyone or enabled per agent). You will also need to enable the &#39;Don&#39;t ask again&#39; option, enabled under configuration &gt; advanced settings.&nbsp;</p><p><br></p><p>Once setup you will need to enable &#39;Allow Halo 2FA if logging in with Azure Single Sign-On&#39; under configuration &gt; advanced settings.&nbsp;</p><p>&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNWIzMDIxLWZkMzktNDAyNC1iYjg4LWNkNzVlM2E1OGVjNyJ9.cLwVmYoJ6wx2qxeoz_cy81uBGChT900-uV3gmdorlSY" class="fr-fic fr-fil fr-dib" width="703" style="width: 705px; height: 340.345px;" height="340"></p><p><strong><span style="font-size: 10pt;">Fig 10. Setting to allow &#39;don&#39;t ask again&#39; functionality to work when using SSO</span></strong></p><p><br></p><p>When this is enabled an additional cookie will be stored to allow agents/users to skip 2FA if they have checked &#39;Don&#39;t ask again&#39; when logging in previously.&nbsp;</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; } </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;">Language 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: 17.5867%; 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: 49.08%; 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="defaultlanguage">Default Language</td><td style="width: 17.5867%;">Single Select</td><td style="width: 49.08%; text-align: left;">This allows a selection from any configured languages to be used as a default for any Agents accessing the application.</td></tr><tr><td style="width: 33.3333%;" id="customiselanguage">Customise Language</td><td style="width: 17.5867%;">Button</td><td style="width: 49.08%; text-align: left;">This will open up the menu for creating and configuring language packs. These are used to translate everything to your preferred language. These can also be used to modify your current language to terms that are more specific to your business. &quot;Customers&quot; could be renamed to &quot;Clients&quot; for example. Or Contract renamed to Agreements. The customisation options are easy to navigate, find the settings described in the next heading of this guide.</td></tr><tr><td style="width: 33.3333%;" id="enablemultilanguage">Allow Users to select a Language</td><td style="width: 17.5867%;">Checkbox</td><td style="width: 49.08%; text-align: left;">When checked, this will allow Users to select a language on the Self-Service Portal. If not, the language will be restricted to the default selected above.&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Customise Language</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: 17.4731%; 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: 49.267%; 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="">Change Flag</td><td style="width: 17.4731%;">Button</td><td style="width: 49.267%; text-align: left;">This will open up a menu for uploading an image file for use of the &quot;Flag&quot; icon that appears alongside the Language Name in lists elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="">Preview</td><td style="width: 17.4731%;">Button</td><td style="width: 49.267%; text-align: left;">This will open up a new tab with the language pack applied, so that you can test it out. This will not set the Language Pack as your current preference.&nbsp;</td></tr></tbody></table><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: 17.6383%; 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: 49.0284%; 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">Language Name</td><td style="width: 17.6383%;">Free Text</td><td style="width: 49.0284%; text-align: left;">This will be the name of the Language Pack as it appears elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="short_name">Language Code</td><td style="width: 17.6383%;">Free Text (One-time entry)</td><td style="width: 49.0284%; text-align: left;">This will be the language code used to label this Language Pack elsewhere throughout the system, and cannot be changed after creation.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="active">Active - Can be selected<br></td><td style="width: 17.6383%;">Checkbox</td><td style="width: 49.0284%; text-align: left;">When checked, this will enable the Language Pack, making it selectable for anyone with the option to do so to use.</td></tr><tr><td style="width: 33.3333%;" id="is_right_to_left">Right-to-left language<br></td><td style="width: 17.6383%;">Checkbox</td><td style="width: 49.0284%; text-align: left;">When checked, this Language Pack will be formatted so that text is written and read from right to left. This would be used in languages such as Arabic or Kurdish.</td></tr><tr><td style="width: 33.3333%;" id="notes">Notes</td><td style="width: 17.6383%;">Free Text</td><td style="width: 49.0284%; text-align: left;">These notes can be used to describe this language pack to other Agents viewing the configuration, should it not be self-explanatory in the first place.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Load from Language Pack file</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button will begin the process for loading a language from a .INI file. This will overwrite any pre-existing customised translations, which you will be warned about upon clicking. You will be prompted to upload a .INI file. <strong>This file will need ALL translations included.</strong> Any that are excluded will be removed from the pack, and replaced with &quot;!#?UnknownString?#!&quot;.</td></tr><tr><td style="width: 33.3333%;" id="">Export to Language Pack file</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button will begin the process for exporting this Language Pack to a .INI file. You will be presented with a download screen.</td></tr><tr><td style="width: 33.3333%;" id="">Export to CSV</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button will begin the process for exporting the entire Language Pack to a .CSV file. You will be presented with a download screen.</td></tr><tr><td style="width: 33.3333%;" id="">Export untranslated to CSV</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking &nbsp;this button will begin the process for exporting any untranslated entities in this Language Pack to a .CSV file. You will be presented with a download screen.<br></td></tr><tr><td style="width: 33.3333%;" id="">Export to CSV (Portal)</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button will begin the process for exporting the Portal-related entities in this Language Pack to a .CSV file. You will be presented with a download screen.</td></tr><tr><td style="width: 33.3333%;" id="">Export untranslated to CSV (Portal)</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button will begin the process for exporting any untranslated Portal-related entities in this Language Pack to a .CSV file. You will be presented with a download screen.<br></td></tr><tr><td style="width: 33.3333%;" id="">Import from CSV</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button begins the process for importing Language Packs from a .CSV file. <strong>This file will need ALL translations included.</strong> Any that are excluded will be removed from the pack, and replaced with &quot;!#?UnknownString?#!&quot;.</td></tr><tr><td style="width: 33.3333%;" id="">Export Custom Translations</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button begins the process for exporting non-system field translations. These would be fields who&#39;s values can be configured, like priorities for example. A file download will be presented and will be in the form of a .csv file.</td></tr><tr><td style="width: 33.3333%;" id="">Import Custom Translations</td><td style="width: 17.6383%;">Button</td><td style="width: 49.0284%; text-align: left;">Clicking this button begins the process for importing non-system field translations. These would be fields who&#39;s values can be configured, like priorities for example. A file upload will be requested, where a .csv file can be selected. This will need to be formatted in the same way as the Export above is.&nbsp;<strong>This file will need ALL translations included</strong>. Any that are excluded will be removed from the pack, and replaced with &quot;!#?UnknownString?#!&quot;.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Key Terms, Field Labels, Field Hints, Miscellaneous Terms, Application Phrases, Not Translated</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: 17.1244%; 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: 49.5423%; 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="">ID</td><td style="width: 17.1244%;">Free Text (Read Only)</td><td style="width: 49.5423%; text-align: left;">This ID will be used to identify this line entry, usually via the database.</td></tr><tr><td style="width: 33.3333%;" id="">Description</td><td style="width: 17.1244%;">Free Text (Read Only)</td><td style="width: 49.5423%; text-align: left;">This describes the entity which is being translated. With this information, it should be clear as to where this entity is located.</td></tr><tr><td style="width: 33.3333%;" id="">Default Value</td><td style="width: 17.1244%;">Free Text (Read Only)<br></td><td style="width: 49.5423%; text-align: left;">This will be the default translation of this entity, and will be used if no Translated String is specified.</td></tr><tr><td style="width: 33.3333%;" id="">Context</td><td style="width: 17.1244%;">Free Text (Read Only)<br></td><td style="width: 49.5423%; text-align: left;">The text in this column can be used to further help identify the use of this entity and where it might be found. This is mainly intended for the interpretation of the Description field for non-English speaking clients.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Translated String</td><td style="width: 17.1244%;">Free Text</td><td style="width: 49.5423%; text-align: left;">The text entered here will be the new value displayed in place of the default value for this particular entity. An example may be &quot;Holiday&quot; &gt; &quot;Vacation&quot;.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Translate Your Data</span></strong></p><p id="isPasted">You can provide translations for some of the data you input into the application, such as Services and Self-Service Portal Buttons. <span style="font-size: 13px;">This can be configured via the relevant entity, i.e. the Service Details screen.</span></p><p><span style="font-size: 13px;"><br></span></p><p>Look out for the button below when you are in the edit mode of a page, this symbolises data that can be translated: <span style="font-size: 13px;"><a id="isPasted" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: none; cursor: default; font-family: Poppins, sans-serif, Roboto; font-size: 13px; font-style: italic; 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;">Add translations</a></span></p><p><br></p><p><span style="font-size: 13px;"><strong><em>NB:</em></strong> If you would like ticket categories to be translated, you must checkbox on the following advanced setting (Configuration &gt; Advanced Settings): &quot;Track Ticket category by ID and name&quot;</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: 14px;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 14px;"><strong>- What credit notes are used for</strong></span></p><p><span style="font-size: 14px;"><strong>- How to determine the ID of the credit note</strong></span></p><p><span style="font-size: 14px;"><strong>- How to raise a credit note</strong></span></p><p><span style="font-size: 14px;"><strong>- How to use a credit note</strong></span></p><p><span style="font-size: 14px;"><strong>- How to adjust credit lines</strong></span></p><p><span style="font-size: 14px;"><strong>- Syncing Credit Notes to accounting integrations</strong></span></p><p><strong>- Voiding Credit Notes</strong></p><p><strong>- Adding Credit as a Payment</strong></p><p><strong>- Viewing Credit Notes</strong></p><p><br></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>What are Credit Notes used for?</strong></span></p><p><span style="font-size: 14px;">Credit notes are used to issue &#39;credit&#39; to a customer following the creation of an invoice. This may be because the customer has been invoiced for products that they no longer need. If the invoice has not yet been paid and the whole invoice is no longer required the invoice can be &#39;voided&#39;. In cases where only some of the invoice needs to be redacted it is best to raise a credit note.&nbsp;</span></p><p><span style="font-size: 14px;">&nbsp;</span></p><p><span style="font-size: 18px;"><strong>Setting system ID for credit notes&nbsp;</strong></span></p><p><span style="font-size: 14px;">When created, the ID assigned to credit notes will be assigned in sequential order, similarly to invoices. In Configuration &gt; Advanced Settings &gt; set next system ID section, you can set the starting ID values for tickets, invoices, quotes etc. Credit notes will use the same ID sequence as invoices. That is, if you set the next system ID for invoices to be &#39;1&#39; the first credit note you create will have an ID of &#39;1&#39;, if you set the next system ID to be &#39;1001&#39;, the first credit note you create will have an ID of &#39;1001&#39;. Although they use the same sequence, credit note IDs are assigned independently to invoice IDs, so a credit note and an invoice can have the same ID value.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwZTliMjA5LTQwNzgtNGVlYS1hODY1LTgyZjE0OTQyM2Q0MCJ9.yYHk2CEXGv8n7o1us1QZ2k3J3HymQvuLSJuVZ_7KN3U" class="fr-fic fr-fil fr-dib" style="width: 752px; height: 419.515px;" width="750" height="420"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Set next system ID for Credit Notes</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>How to raise a credit note</strong></span></p><p><span style="font-size: 14px;">When viewing an invoice in your Halo, you will have the option to &#39;Raise Credit Note&#39;.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5ZTQzYzkzLTI5NzItNGRkZC04MzdjLThiMjliYjIzYmY2OSJ9.IEh-3ZPYT4DHlOgOw6VlDHbM72bRUjjabk56LT9V5c4" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 685.902px;" height="686"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Raise Credit Note button</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><strong><em>Note: On versions prior to v.2.248 you will not be able to raise credit notes against invoices that have a </em></strong></span><span style="font-size: 11pt;"><a href="https://www.usehalo.com/guides/2538" target="_blank" rel="noopener noreferrer"><strong><em>status which prevents them from being edited</em></strong></a></span><span style="font-size: 11pt;"><strong><em>. On versions v2.248+ you will be able to raise a credit note for an invoice, even if it is in a status that does not allow editing.&nbsp;</em></strong></span><em><span style="font-size: 11pt;"><br></span></em></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">When this button is used a credit note will be created, the credit note will be identical to the invoice you raised the credit from. You will need to edit the credit note so that it only contains the line items/quantities you would like to credit. For example, if you would like to credit one item on an invoice, you will need to remove all the other line items from the credit note and set the quantity of the item to 1. If you would like to credit for a particular cost, rather than a particular item, you can edit the price of a line item to reflect the value you want to credit. The &#39;Gross Total&#39; displayed at the end of the credit note is the maximum amount of credit you can assign the customer.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;">When Credit Notes are created, the date will default to the date on the Invoice the Credit Note was created from. This can be changed to &quot;Use today&#39;s date for credit note date&quot; in Configuration &gt; Billing &gt; General Settings &gt; Credit Notes dropdown.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwZTJkMjBjLWQ3YmUtNDJhMC1hZjJlLWRhMGU5ZTA1ZmQ1ZCJ9.XRrSzPJrW_zUwnP4ULbGiPGObba0P5_YsbTkCH4pY2A" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 715.489px;" height="715"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Credit Note after editing</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>How to Allocate Credit to a customer</strong></span></p><p><span style="font-size: 14px;">Once you are happy with your credit note you can allocate credit to a customer using the &#39;Allocate Credit&#39; button. This will deduct the value of the credit note from an existing invoice in your Halo. When selected you will be prompted to choose the invoice you would like to allocate the credit to, and how much credit you would like to allocate. Note you can only allocate credit to an invoice under the same customer the credit was taken from.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNzdhM2U0LWM3ZWUtNDFjMi05NGVhLWU2YzIyNTY3NTJhNiJ9.fcB2nShN4Wu5q6IIaxqX3qHiOD-OKLw2uyeY-Mczs1U" class="fr-fic fr-fil fr-dib" width="556" style="width: 558px; height: 571.686px;" height="572"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Allocate Credit screen</strong></span></p><p><span style="font-size: 14px;"><strong><br></strong></span></p><p><span style="font-size: 14px;"><strong>Credit amount value&nbsp;</strong>- The amount of credit you have available to allocate on this credit note, minus the tax. Here enter the value of the credit you would like to allocate</span></p><p><span style="font-size: 14px;"><strong>Description</strong> - The text for the line item that will appear on the invoice the credit note is allocated against.&nbsp;</span></p><p><span style="font-size: 14px;"><strong>Long Description</strong> - The text that will appear on the invoice the credit note is allocated against, in the long description section (only applicable if you use long text descriptions on your invoices)</span></p><p><br></p><p><span style="font-size: 14px;">Tax- This determines the amount of tax that is allocated</span></p><ul><li style="font-size: 14px;">Amount includes tax - &nbsp;Assumes the value entered in &#39;credit amount&#39; is the amount you w<span style="color: rgb(0, 0, 0);">ould like to credit including tax. The tax will be calculated from this value, using the value and the tax rate on the invoice. &nbsp;So if 100 is entered in the credit amount, and the tax rate on the invoice is 20%, 80 will be credited with 20 tax added on.&nbsp;</span></li><li style="font-size: 14px; color: rgb(0, 0, 0);">Amount excludes tax- Assumes the value entered in &#39;credit amount&#39; is the amount you would like to credit excluding tax. The tax will be calculated from this value using the tax rate on the invoice and this will be added on to the credit amount specified. So if 100 is entered in the credit amount, and the tax rate on the invoice is 20%, 100 will be credited with 20 tax added on.&nbsp;</li><li style="font-size: 14px;">No tax- Assumes the value entered in &#39;credit amount&#39; is the total you would like to credit, and there is no tax on this. No tax will be added/calculated from the amount. So if 100 is entered in the credit amount, 100 will be credited with not tax additions.&nbsp;</li></ul><p><span style="font-size: 14px;">Once you have allocated credit, a line will be added to the invoice you allocate it to, subtracting the credit value from the invoice total. See <strong>Fig 5</strong> for reference.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NWEwODJhLTY0MDQtNDk2YS1hYmYxLWVhZGRkYzBiNmU0NiJ9.RoEBxAlwqj0RzCmIY6PFHnbJsUP044Srh2BUaGd8G2w" class="fr-fic fr-fil fr-dib" width="1187" style="width: 1189px; height: 699.755px;" height="700"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Invoice that has credit applied</strong></span></p><p><br></p><p id="isPasted">You can add credit as a payment record on the invoice instead of a negative line like above. Within Configuration &gt; Billing &gt; General Settings &gt; Credit Notes dropdown, enable the below setting.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiYzM0NmNlLTU2MDMtNGRjZS05MjBlLTJjNzUyOTA1NGIwOCJ9.pKtSksjklhcBENnEZuKTL7jMMM3XwqFh4Kxl9UOeOeA" width="437" height="30" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Adding credit as payment records</span></strong></p><p><br></p><p>Once the credit is allocated to the invoice with the above method, the &quot;Payments&quot; tab of the invoice will show a payment record linked to the credit note.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiZDMzMmRhLTNmZGEtNDkxMi1hMGI0LWQyMGM3M2U0NmIxOCJ9.jaXam4SAVxz9m5OQ-Und6C9oUnRJ7THBfQVcclJ_ZNw" width="1214" class="fr-fic fr-dii" style="width: 1216px; height: 263.482px;" height="263"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Payment credit note</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The credit note will stay in your system, under the &#39;Credit notes&#39; section of the invoices module. &nbsp;Against the credit note details, you can see the invoice the credit has come from, and the invoice the credit has been allocated to. When editing the credit note you can change the invoice the credit note was credited (created) from, using the dropdown.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyYTBhN2QxLWE5MDItNDY4NS1hMGQ1LTgwYWY2MTE2M2RiNSJ9.hAbR9Fyn-S8eP3FK6pOz0bCrRLj5VJqNZKVAoruOCRk" class="fr-fic fr-fil fr-dib" width="1126" style="width: 1128px; height: 468.107px;" height="468"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Invoice credit note created from</strong></span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjMDhjMzZkLTgxNGEtNDFjZC1iMThiLTExOTFhMzhlZTc5MiJ9.fgQQLoX4np5uSio-QVOql5XwQUYcQvGZrxsLD7fTXYQ" class="fr-fic fr-fil fr-dib" width="1130" style="width: 1132px; height: 619.627px;" height="620"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Invoice credit note allocated to</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">If credit is allocated incorrectly, you can delete the credit line on the invoice that the credit has been assigned to. This will re-load the credit value against the credit note and you will be able to allocate this credit to another invoice.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Sending Credit to a customer</strong></span></p><p><span style="font-size: 14px;">If the customer does not want to use their credit right away or does not have any outstanding invoices to be credited you can store the credit note and send them a copy of the credit note to use at a later date.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;">Credit notes are sent in the same way as invoices using the &#39;Send&#39; action against the credit note. PDF templates can be applied to credit notes in the same way as invoices, and can be changed by selecting the &#39;PDF template&#39; against the credit note. Credit notes use the same PDF templates as invoices.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyNTg0ZjhjLTZiYzItNGNhNi1hZGJmLWZkNzU3NzZhMzg0MCJ9.gA8T086PQk1zUEWfwg4QUl8S818XcjS9jwsv2P2LNfo" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 702.588px;" height="703"></span></p><p><strong><span style="font-size: 10pt;">Fig 10. Sending Credit note</span></strong></p><p><br></p><p><span style="font-size: 14px;">The email template with ID=342 will be used when the credit note is being sent out.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Changing the allocated item</strong></span></p><p><span style="font-size: 14px;">When issuing credit to an invoice you will need to set the item that the credit is logged as. To do this head to Configuration &gt; Billing &gt; General Settings &gt; Credit Notes section, here you can see the setting for &#39;Item to use for credit lines&#39;. This allows you to choose an item that any credit lines on an invoice are logged as. We recommend creating an specifically for this, only used for crediting.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Changing how credit appears&nbsp;</strong></span></p><p><span style="font-size: 14px;">By default credit notes will have positive values, as shown in <strong>Fig 3</strong>. If you would like your credit notes to have negative values, head to Configuration &gt; Billing &gt; General Settings &gt; Credit Notes, enable the setting &#39;Credit Notes have negative values&#39;. See <strong>Fig 12</strong> for how credit notes will look with this setting enabled. This does not change how credit is allocated/calculated, only how they look.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzMTJhOTk3LTc2NTItNDA2Yy1iNmU1LWQ2YmE1MDBkNmJmYiJ9.YbaxFK9vtrHH89wS8cWmUobbRdCvZaXNHnIueYT7LTY" class="fr-fic fr-fil fr-dib" width="816" style="width: 818px; height: 522.739px;" height="523"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Credit notes have negative values setting</strong></span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4ZDY5NGQ4LTdmNjgtNDY2Zi1hNmNmLTkzYzk1Y2E3NzlkMSJ9.qsVI9cNxmgovYmR3JWOMVWgT_zKdEQ3WarEWmsAa-ZQ" class="fr-fic fr-fil fr-dib" width="1144" style="width: 1146px; height: 554.193px;" height="554"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Credit note when credit notes have negative values setting enabled</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Changing how credit appears on an invoice&nbsp;</strong></span></p><p><span style="font-size: 14px;">By default, when credit is allocated to an invoice this will appear as a line in the &#39;details&#39; table on the invoice PDF, similarly to other invoice line items. Except the credit line has a negative value.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzZTQxYzJjLThkNDQtNDIyNi1iMTY0LTUzMzhmNTliNmE4NiJ9.hg5iZp0HZg-6203Y3BJ0E5zV7GZTtU6GxIKTDlcdW9Q" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 388.17px;" height="388"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Invoice PDF showing credit</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">If you would like the credit to not be included in the details table along with the other invoice lines, head to configuration &gt; billing &gt; general settings &gt; credit notes. Here you can enable &#39;Hide Credit lines on the Invoice PDF&#39;. This will remove the line representing the credit on the invoice, but the total for the invoice will still have the credit deducted.&nbsp;</span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4MTM4MDk2LTc5YWQtNGMyMC1hMjVkLWEyYmNhODIxZWM4MyJ9.xqXPF61jzEhZUnFH9afv64VsMX39hEryYohFOKuNmLQ" class="fr-fic fr-fil fr-dib" width="734" style="width: 736px; height: 314.235px;" height="314"></span></p><p><span style="font-size: 10pt;"><strong>Fig 14. Hide credit lines on invoice PDF setting</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">If you are going to enable this setting, it is recommended that you add the variable $-CREDITTOTAL (without the hyphen) to your invoice pdf templates. This will then show the total credit that is being deducted in the sub-totals of the invoice.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To do this head to Configuration &gt; Reporting &gt; PDF templates &gt; change entity to &quot;Invoices&quot; &gt; select a template &gt; Pages tab &gt; edit the main page so you can see the HTML for the template. Where and how you enter the variable will depend on your template. If you are using our default, out of the box template you can use the highlighted query shown.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlMTM0NjUyLTQyNWItNGNjMi04NjAwLWYyZGE2Y2E5YWUyYiJ9.LXpuFWrTM4DTS2fKDrnkWCU0hdbZqPT4z58MRvBTZWE" class="fr-fic fr-fil fr-dib" width="1150" style="width: 1152px; height: 954.309px;" height="954"></span></p><p><span style="font-size: 10pt;"><strong>Fig 15. $-CREDITTOTAL &nbsp;in invoice template</strong></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExYTNlYTE5LTJjZTUtNDhjYi1iNDIzLTZmNGRlMjU3ZDMyYyJ9.J_l2h9BgnAWxnnizMhlay5YyYoLw4JETNwePg_qeobQ" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 406.089px;" height="406"></span></p><p><span style="font-size: 10pt;"><strong>Fig 16. Invoice PDF with credit as sub total rather than in details table</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Syncing Credit notes to accounting integrations</strong></span></p><p><span style="font-size: 14px;">Credit Notes can also be synced to certain accounting integrations. To check if credit notes can be synced to your accounting integration head to the configuration for the accounting integration in Halo. Here, check the entities that can be synced with the integration, if credit notes are an option, these will be able to be synced.&nbsp;</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Voiding Credit Notes</strong></span></p><p><span style="font-size: 14px;">You will notice there is a subsection of the &#39;Credit Notes&#39; area in the ready for invoicing module called &#39;Void&#39;, this will show all credit notes that have been voided. Credit notes can only be voided through the API or by an account integration, when voided they will appear here so they are still visible.&nbsp;</span></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Viewing Credit Notes</span></strong></p><p><strong><span style="font-size: 12pt;">Viewing Credit Notes in the Self-Service Portal</span></strong></p><p>If a User has the the &quot;Invoice Access Level&quot; permission, the &quot;Invoices&quot; section on the Self-Service Portal will show Credit Notes as well.</p><p><br></p><p>A &quot;Type&quot; column has been added to distinguish the two.</p><p><br></p><p>The User can then view the PDF of the Credit Note by clicking onto it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlM2JhMjE1LWJjOWEtNDRlNS05ZDI4LTdkZjA3ODYxY2E2MSJ9.tEdUuUfslofcqocuyU9sAPkphQjvKig0_-p39XisbXU" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 355.008px;" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 17. Credit Note in the portal</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Viewing Credit Notes for a Customer/Site/Top Level&nbsp;</span></strong></p><p>On versions prior to v2.232 credit notes can be found within the &quot;Invoices&quot; tab of a customer/site/top level.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MDg4MTgyLWEwNWEtNDRiOC1hYTlmLThmMThjYzRkMzA2NSJ9.YotCV1l97U-TYctSUAI-10e-47ATQp0JEfU3evxuE3o" class="fr-fic fr-fil fr-dib" width="1562" style="width: 1564px; height: 396.013px;" height="396"></p><p><strong><span style="font-size: 10pt;">Fig 18. Credit Note under invoices tab</span></strong></p><p><br></p><p>If you would like to show credit notes separately, you can have them show in their own tab. To do this head to Configuration &gt; Billing &gt; General settings &gt; Credit Notes section &gt; enable &quot;Split Invoices into Invoices and Credit Notes Tabs under Customers, Sites and Top Level&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlNTQzMzNkLWUyZGQtNDE5Ni04ZWUyLTU0YTI2ZGIzZmE4YyJ9.crrMVlKH_l3iEMnwHLOhTAkCZpkTszCl_dIeXtK9dmI" class="fr-fic fr-fil fr-dib" width="1731" style="width: 1733px; height: 379.958px;" height="380"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 19. Split Invoices into Invoices and Credit Notes Tabs under Customers, Sites and Top Level</span></strong></p><p><br></p><p>Once enabled, customers, sites and top levels will have an additional tab called &quot;Credit Notes&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiOWM3NmNiLTQ5ZGMtNDFlZS1iYmRhLWU2YTYyMWU4Nzk4YSJ9.TN48E8B3ZUM1vF6OfvwNRi3HqeezKuoqAaTxHZ-oI6I" class="fr-fic fr-fil fr-dib" width="1677" style="width: 1679px; height: 525.021px;" height="525"></p><p><strong><span style="font-size: 10pt;">Fig 20. Credit Notes tab for Customer</span></strong></p><p><br></p><p>To change the order of these tabs, customise the <a href="https://usehalo.com/halopsa/guides/878" target="_blank" rel="noopener noreferrer">screen layout profile for the entity.&nbsp;</a></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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 ALSO Integration?</strong></p><p><strong>- Connecting to ALSO&nbsp;</strong></p><p><strong>- Importing Customers</strong></p><p><strong>- Importing Subscriptions</strong></p><p><strong>- Importing on a Schedule</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 ALSO Integration?</span></strong></p><p>Halo can integrate with ALSO to import customers and their subscriptions from ALSO into Halo. Customers and subscriptions can be synced on a scheduled basis to bring any customer/subscription changes from ALSO into Halo automatically.&nbsp;</p><p><br></p><p>If using pro-rata billing based on your customer&#39;s subscription use this integration allows your invoices to be calculated automatically based on their subscription count in ALSO.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Connecting to ALSO</span></strong></p><p>First ensure the integration module is enabled, head to Configuration &gt; Integrations &gt; ALSO, enable the module using the &#39;+&#39; icon.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3NWQzNTYwLTNkMGQtNDFhZS05MmUyLTU4NTY4MGFlMTQ2NCJ9.q9I55HvcPwLROQV4DDFsHR36lxXuIiUArUNTN7TsTho" class="fr-fic fr-fil fr-dib" width="116" height="121"></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 module to bring up the integration setup screen.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMjkyZTA2LWU5NTktNDU0Ny1iNzc4LTNlZDhjNDk2MGQ2OCJ9.HoHMyBoL-dm_quJvptpyuxuIl7ZtVeeCkIVh6Pc0PM0" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 692.467px;" height="692"></p><p><strong><span style="font-size: 10pt;">Fig 2. Integration setup screen</span></strong></p><p><br></p><p>To connect to ALSO enter your Marketplace URL, account username and account password in the details fields. Your &#39;Marketplace URL&#39; is just the URL you use when accessing/logging into your ALSO marketplace, this is often &#39;https://cloud.also.com&#39; and should follow this same format.</p><p><br></p><p>The &#39;username&#39; and &#39;password&#39; entered must belong to a ALSO user that has at least read only permissions for customer and subscription data, they also need the &#39;Reseller Admin&#39; capabilities role. As this account will be used to authenticate the connection between Halo and ALSO. The &#39; This account will also need to have 2FA against it disabled, this can be done by ALSO support. If the account has 2FA Halo will not be able to connect to ALSO . If you cannot disable the 2FA against the account, or would not like to use an existing users account for the authentication you can set up an API only user with the appropriate permissions in your ALSO to do this.&nbsp;</p><p><br></p><p>Once you have entered your details you can use the &#39;Test Configuration&#39; button to test you have connected successfully.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Customers</span></strong></p><p>Before customers can be imported from ALSO you will need to create customer mappings. Mappings can be set manually or generated automatically. These mappings will determine which ALSO customer the Halo customer is linked to.&nbsp;</p><p><br></p><p>Automatically generated mapping can only be used if your customers in ALSO have the exact same name as your customers in Halo. To generate these mappings use the &#39;Generate mappings&#39; button.&nbsp;</p><p><br></p><p>Manual mappings are used when your customers already exist in both ALSO and Halo but have different (non exact) names. To create a manual mapping add to the customer mappings table (<strong>Fig 3</strong>), the customer data in ALSO will then be imported to the mapped Halo customer.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3NTBlZjhmLTliZWUtNDk4Zi1iMWZiLWUwOWJkZGVhMzA3YiJ9.QdeF3Ajy3i07vO_OporXNHmwKFMY6Qn51lrSiOoCi18" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 597.679px;" height="598"></p><p><strong><span style="font-size: 10pt;">Fig 3. Customer import configuration</span></strong></p><p><br></p><p>If your customers exist in ALSO but not in Halo you do not need to configure mappings, they will be created in Halo upon import and then added to the mappings table.&nbsp;</p><p><br></p><p>You can also have customers that are created from a ALSO import have a chosen Top Level using the &#39;Top Level for New Customers&#39; field.&nbsp;</p><p><br></p><p>Update the Customer&#39;s main Site address in Halo when an existing Customer is imported from ALSO - When this is enabled the customer in Halo will have their main site address updated to match the address against this customer in ALSO. If disabled address information will not be updated.&nbsp;</p><p><br></p><p>Now you are ready to import your customers, to do this hit the &#39;Import customers&#39; button then hit &#39;start.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Subscriptions&nbsp;</span></strong></p><p>Subscriptions can be imported for any ALSO customer which has been mapped. The subscription name, status and quantity will be imported. When importing the &#39;Customer Subscriptions to Import&#39; field can be used to determine which subscriptions can be imported. When this is set use the &#39;Import subscriptions&#39; button to import the subscriptions.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMjA5OTk2LWNlZmUtNDUwNC1hZmEwLWU5MDc5YzBjMTdiNyJ9.0VZWprCvcMFXtp6SImhiXKbKJyrGMVFN70f1PjIQKr8" class="fr-fic fr-fil fr-dib" width="854" style="width: 856px; height: 262.138px;" height="262"></p><p><strong><span style="font-size: 10pt;">Fig 4. Import subscriptions</span></strong></p><p><br></p><p>If you would like cost and price data against subscriptions to be imported, enable &#39;Set price and cost on imported subscriptions&#39; before you complete the import. When this is enabled cost/price data will be updated each time the halo integrator runs for the integration.&nbsp;</p><p><br></p><p>The end date of an imported subscription will use the contract end date if there is no subscription end date.</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing on a Schedule</span></strong></p><p>To have your customer and/or subscription data be imported from ALSO automatically on a scheduled basis enable the Halo integrator for the integration using the setting shown in <strong>Fig 5</strong>. Once this is enabled you will need to set which entities are imported on a schedule by adding them to the &#39;Entities to Sync&#39; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmNzg2YTliLTE3ODEtNGI5Ni05YmI0LTk0NjJlYzY3YTM0MCJ9.WVtyxKMU1Aseimjr-5et48ja2Omrg9B154AfBemWtRM" class="fr-fic fr-fil fr-dib" width="804" height="355"></p><p><strong><span style="font-size: 10pt;">Fig 5. Enable Halo integrator for integration</span></strong></p><p><br></p><p>The Halo integrator will run the sync on a daily schedule for this integration.&nbsp;</p><p><br></p><p>If using the Halo integrator you will be able to use the setting &#39;Deactivate Licences in Halo when they are deleted from ALSO (Halo Integrator only)&#39;.&nbsp;</p><p><br></p><p><strong>Deactivate Licences in Halo when they are deleted from WestCoast (Halo Integrator only)</strong> - When enabled subscriptions will be made inactive in Halo when they are deleted in ALSO. When disabled subscriptions will still be made inactive in Halo when made inactive in ALSO but if they are deleted their count will be set to 0 but their status will not update.</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>- Showing Child Tickets on the User Portal</strong></p><p><strong>- Configuring the Tab</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Showing Child Tickets on the User Portal</span></strong></p><p>For End-Users to see child tickets on the portal you will first need to set the ticket type level setting to determine what child tickets they can see:</p><p><br></p><p>Configuration &gt; Tickets &gt; Ticket Types &gt; Details.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxMTg0MTRjLWFhOTAtNGVjMy1hM2JhLTI4YWRkMGVmZDNiMiJ9.YH6hSvBrt2h83guD6b04bWyQ1IoEOCm8hmOu8O03JcA" class="fr-fic fr-fil fr-dib" width="982" height="752"></p><p><strong><span style="font-size: 10pt;">Fig 1. Show Child Tasks on the End-User Portal</span></strong></p><p><br></p><p>The default for this option is set to no for all ticket types, unless specified otherwise. The third setting displayed above as &#39;Yes and ignore User permissions&#39; will ignore all permissions the user has and will only check if the ticket is visible on the portal, and will display if that is true. (However, they will not be able to navigate to this ticket).</p><p><br></p><p>After this setup is complete, the user will be able to see a second tab on their tickets in the portal to view any child tickets:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZGY4Y2EwLTEzM2YtNDFhNC1iZjgwLTY4MzkyOGMzNjZkNiJ9.2m6Pjj9jQGAli0YPo9Psp4-ECc-H_Uz7pSmkb8Wyd0M" class="fr-fic fr-fil fr-dib" width="866" height="406"></p><p><strong><span style="font-size: 10pt;">Fig 2. Child Tickets Tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring the Tab</span></strong></p><p>If the user wants to switch the view that they are seeing these child tickets in, they can use the 3 dots in the top right to do so:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0M2MyNWMwLTY1YmEtNGZjNC1iZWEwLTEyYzAyYjdiNWJiYyJ9.An2ksZP-q-0SzZrcsWR7S-TMnhPOPEkRMc7sOmlxqBk" class="fr-fic fr-fil fr-dib" style="width: 840px; height: 397.5px;" width="840" height="397.5"></p><p><strong><span style="font-size: 10pt;">Fig 3. Changing the View</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><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Basic Configuration Options</strong></span></p><p><span style="font-size: 11pt;"><strong>- Home Screen Configuration</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: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><strong><br></strong></p><p id="isPasted"><strong><span style="font-size: 14pt;">Basic Configuration Options</span></strong></p><p>The Self-Service portal can be personalised to give your end-users a unique experience when providing self-service.</p><p>All configuration options around customising your Self-Service portal can be found via heading to Configuration &gt; Self-Service Portal</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmMzcwMjg4LWUwNGEtNGY0Zi1hYzRiLWY3ZjdhOGUxOTdhMCJ9.i_WxwnYbWgMZKrMZkhIKaGdffqazti2gWpmfKN1qLlQ" class="fr-fic fr-fil fr-dib" width="124" height="172"></p><p><strong><span style="font-size: 10pt;">Fig 1. The Self-Service Portal configuration icon</span></strong></p><p><br></p><p>Upon navigating to this icon, you will find the following configuration options:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjYzkzNjk0LTc1NzQtNDE5NS1hNDQ4LWNkNzhkYzczYmY3MiJ9.9qnU4bxrHbbOKVTzowbtqfmMM898uCHpETcsTxhjK4Y" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 646.141px;" height="646"></p><p><strong><span style="font-size: 10pt;">Fig 2. Self-Service Portal configuration screen</span></strong></p><p><br></p><ul><li><strong>Portal Title</strong> - This is the title of the browser tab:</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmMDU3ZWRhLWZjNTMtNGJhZS04ZjE0LTY1NzkxNTVhOTc1ZiJ9.Qh83MCpEWz_DTCa-qvcDARHSq3Yky106-Kww5AZghPI" class="fr-fic fr-fil fr-dib" width="328" height="48"></p><p><strong><span style="font-size: 10pt;">Fig 3. Portal title displayed on the browser tab</span></strong></p><p><br></p><p><strong><em>Note:&nbsp;</em></strong><em><strong>Within Configuration &gt; Advanced Settings, make sure that the Advanced Setting Single Select Option - &quot;Browser tab names&quot; is set to &quot;Rename tabs based on breadcrumb&quot; this setting can be found in the Appearance section of Advanced settings (Near the top of the Page)</strong></em></p><p><br></p><ul><li><strong>Welcome Message&nbsp;</strong>- The message displayed on the home screen of your Self-Service Portal:</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzODlkMGIyLTRjOTQtNDExOC04NzRmLWY4NGQwOTliODhmNiJ9.oREC7ajU7CJ2y3uWo696YY-1U2A1ObbFPz3ALHUUlf8" width="984" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important; width: 986px; height: 485.028px;" id="isPasted" class="fr-fil fr-dib" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 4. Portal home screen</span></strong></p><p><br></p><ul><li><strong>Portal Colour/Portal Logo&nbsp;</strong>- The colour theme (used throughout) and logo (top left of <strong>Fig 4</strong>) of your portal.</li><li><strong>Custom CSS</strong> - If you&#39;re really looking to personalise the feel of your Self-Service Portal, you can use your own custom CSS to modify each element as you see fit.</li><li><strong>Authentication Options</strong> - Here you can determine whether or not an end-user needs to log in to access your Self-Service Portal.&nbsp;</li></ul><p>The portal can also be customised per customer and organisation.&nbsp;</p><p><br></p><p>Head to a customer profile &gt; Settings tab &gt; Self Service Portal section, here you will be be able to override the following for users under this customer that log in to the portal:</p><p><br></p><ul><li>Portal Title</li><li>Portal Colour</li><li>Portal Logo</li><li>Portal Home screen background image&nbsp;</li></ul><p>These fields can also be edited per organisation under Configuration &gt; Organisations &gt; select an organisation &gt; Settings section (only applicable if you are using multi-tenancy).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZmQwZGM0LWUyMjAtNDEzOS1hNzI5LWJiYjc0YTgwZGU1OSJ9.cQaOLlW5QAEAlmQglTfr9esjHIyVdR0YOC_RqpzMl8k" class="fr-fic fr-fil fr-dib" width="728" style="width: 730px; height: 503.054px;" height="503"></p><p><strong><span style="font-size: 10pt;">Fig 5. Portal customisation at organisation level</span></strong></p><p>&nbsp;</p><p>Your Self-Service Portal URL can also be modified; to action this please reach out to HaloPSA support for further details!</p><p><br></p><p><strong><span style="font-size: 14pt;">Home Screen Configuration</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlMjE1NzliLWZkNDctNDk2OS1iZWM2LTljYzdiOTU4YmZhZiJ9.ttgf2-aME7QWADc8B14nY1eFV-55HtDwCK6kCIguGxw" class="fr-fic fr-dii" width="533" height="628"><br></p><p><strong><span style="font-size: 10pt;">Fig 6. Home Screen Options</span></strong></p><p><br></p><p>The Home Screen area of your Self-Service Portal configuration provides you with options to set a background image (supplied via publicly available URL) and display type, where you can decide whether you would like the background to cover the entire page or simply as a banner at the top of the page.</p><p>You also have a series of options that can be toggled to show additional information below your menu buttons including articles with the most end-user upvotes and the status of your monitored services. You&#39;ll also see an option to set the number of menu buttons per row.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is Milestone Billing?</strong></p><p><strong>- Enable Milestone Billing</strong></p><p><strong>- Bill based on the value of the milestone</strong></p><p><strong>- Bill based on the actions completed within the milestone</strong></p><p><strong>- Bill Milestones using products (deprecated functionality)</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is Milestone Billing?</span></strong></p><p>Milestone billing allows you to bill project work in Halo based on the milestones within a project. Project tasks can be organised into milestones, allowing you to bill your customers based on when each phase of the project is complete, rather than billing for the whole project in one go. For information on what milestones are and how to enable and use these in projects check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2032" target="_blank" rel="noopener noreferrer">Milestones</a>. There are two methods to bill projects based on milestones in Halo:</p><p><br></p><p><strong>Bill based on the value of the milestone</strong>- This method allows you to set an overall value for the milestone, when tasks assigned to this milestone have been completed an invoice can be created to bill for the set value of the milestone.&nbsp;</p><p><strong>Bill based on the actions completed within the milestone (only up to the milestone value)</strong> - This method allows you to bill for the total value of the actions completed against tasks assigned to the milestone until the value of the actions meets the set milestone value. When the milestone value is met the actions up to this amount will be invoiced but no further actions completed within this milestone will be invoiced. This allows for an overage of one action.</p><p><br></p><p>In this guide we will run through how to set up and use milestone billing using both these methods.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Enable Milestone Billing</span></strong></p><p>Milestone billing is enabled per ticket type, you will need to enable this against the ticket types you use for projects (you do not need to enable this against project task tickets). You will first need to enable the use of milestones for the ticket, then you can enable milestone billing.&nbsp;</p><p><br></p><p>Head to configuration &gt; tickets &gt; ticket types &gt; select your project ticket type &gt; settings, check &#39;Enable Milestones&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwZTMxYWNkLTRiYWUtNGIwNy1iY2Y2LWQ3MzRiMGFjZjYwYiJ9.antoya7yDC0FQrdN_qDLF_4p8N3Bxo9alJFH5NCmQLc" class="fr-fic fr-fil fr-dib" width="518" style="width: 520px; height: 358.068px;" height="358"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable milestones against ticket type.</span></strong></p><p><br></p><p>On this same page, under the section &#39;Billing&#39; check &#39;Enable Milestone Billing&#39;. Once enabled you can choose the milestone billing type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZjE1YjAwLWZiY2YtNGU1MS04ZGNkLTNlODhkNjBjNTMwZiJ9.w0gnHK2HO5QOUJPavzQ99OrorsDOVFiBBbrpk1t4HsM" class="fr-fic fr-fil fr-dib" width="550" style="width: 552px; height: 320.143px;" height="320"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enable milestone billing against ticket type.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Choose the Milestone billing type&nbsp;</span></strong></p><p>Using the setting &#39;Milestone billing type&#39; against the ticket type you can choose which milestone billing method is used.&nbsp;</p><p><br></p><p><strong><span style="color: rgb(0, 0, 0);">Bill Chargeable actions on the project, up to the value of the milestone, with an allowed overage of one Action</span></strong><span style="color: rgb(0, 0, 0);">&nbsp;- When selected you can bill based on the actions completed within the milestone up to the milestone value limit. A value is assigned to the milestone, which acts as a billing threshold/limit. When the value of the actions completed on tickets assigned to the milestone meets/exceeds the milestone value no further actions will be billed. If all milestone tasks are completed before the milestone value is met, the customer will only be invoiced for the value of the actions completed for this milestone, in line with the charge types used.</span></p><p><br></p><p><strong>Bill the value of the milestone</strong> - When this option is selected you can bill based on the set value of the milestone. When all tickets assigned to the milestone are completed/closed you can create an invoice for the set milestone value.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Bill based on the value of the milestone</span></strong></p><p>This method allows you to set a value for each milestone and bill customers this value once all work for this milestone has been complete. The billable value can either be set against each milestone or, be a set percentage of the overall project value (based on the sales order line price).&nbsp;</p><p><br></p><p>To use this method ensure the &#39;Milestone billing type&#39; against the ticket type is set to be &#39;Bill the value of the milestone&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4YTkzZjcxLWVhY2QtNDE3OC04MzYzLWFhMDc2NDJiMmYxMyJ9.7rqkRhVRHssnbXuBiMr1znJn2k6QfOqOqecghDThJ30" class="fr-fic fr-fil fr-dib" width="795" height="128"></p><p><strong><span style="font-size: 10pt;">Fig 3. Settings to bill based on milestone value.&nbsp;</span></strong></p><p><br></p><p>When using this method create your milestones against the project ticket and assign tasks to this milestone. When editing the milestone you can assign a value to the milestone in the &#39;Value&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxZjJjYzBmLWVjYmItNGMyMC1iNDljLTRlYWZiNDJjNGFhNyJ9.Vx_WBDYhZJ_mm2uDavZ7qOJ0AsufvLH1nPorjMmv7Ak" class="fr-fic fr-fil fr-dib" width="435" style="width: 437px; height: 641.844px;" height="642"></p><p><strong><span style="font-size: 10pt;">Fig 4. Set value against milestone&nbsp;</span></strong></p><p><br></p><p>The value entered here will be the amount the customer is billed for following all tasks within this milestone being completed.&nbsp;</p><p><br></p><p>In the figure 5 example I have completed all tasks in the Phase 1 milestone.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiOWUxZmEzLTcyNWUtNDNmZS04YWM1LTY2YmNhNTJlNjM1MCJ9.kU3gArJFRvrrf-f9Fa5lkrd_2O6dCrQ5Dr1VpA0cA4c" class="fr-fic fr-fil fr-dib" width="1330" style="width: 1332px; height: 454.829px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 5. Phase 1 tasks completed.</span></strong></p><p><br></p><p>Before I can bill the customer for this milestone I need to complete the milestone. Milestones are completed using the &#39;Complete&#39; checkbox against the Milestone.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2YThjMzdjLTAzOTctNDMxYS1iMDIzLTQxZTM4OGNlNWQyNiJ9.AjJNf0shcpNk8WmH64fNN2PedSVImP6XD0I_7JufPcs" class="fr-fic fr-fil fr-dib" width="480" style="width: 482px; height: 449.756px;" height="450"></p><p><strong><span style="font-size: 10pt;">Fig 6. Complete milestone.</span></strong></p><p><br></p><p>Now these tasks and the milestone are complete I can bill for the phase one milestone by heading to ready for invoicing. To see milestones that are due to be billed head to the &#39;Projects&#39; or &#39;Milestones&#39; section of ready for invoicing. The Milestone table can be split into &quot;Milestones using labour&quot; and &quot;Milestones using value&quot;. This will need to be enabled in Configuration &gt; Billing &gt; General Settings by selecting &quot;Split ready for invoicing for Milestones billed by labour and value&quot;.</p><p><br></p><p><br></p><p><strong><em>Note: Tasks must be closed in order to invoice for the milestone, even if &nbsp;the &#39;Status of Tickets before they are able to be invoiced&#39; is set to &#39;All status&#39;.&nbsp;</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMmIzNGRkLTQ1NjgtNDllNi1hODI5LTdkOThhNmJhOWFmMyJ9.Qy2Z8ZWxyYBUkyTkx90YYSQziJPxSEpSQjfSzyED8FY" class="fr-fic fr-fil fr-dib" width="1386" style="width: 1388px; height: 674.312px;" height="674"></p><p><strong><span style="font-size: 10pt;">Fig 7. Milestone in Ready for Invoicing.</span></strong></p><p><br></p><p>You will notice the &#39;Hours to invoice&#39; is set as 10 hours, this is the total number of hours completed against tasks within this milestone. This is here for reference, but the amount billed will be the &#39;Milestone Value&#39;.&nbsp;</p><p><br></p><p>The setting &quot;Use the Milestone Completion Date as the billing cut off date when invoicing&quot; is available under Configuration &gt; Project Management &gt; General Settings. This allows milestone in ready for invoicing to be filtered using the date the milestone was completed, applicable when filtering using the &quot;Billing cut off&quot; date in ready for invoicing. We recommend enabling this setting.&nbsp;</p><p><br></p><p><strong><em>Note: You will also notice the labour completed against tasks under this milestone also appears in the &#39;Labour&#39; section of ready for invoicing here. If you want to create an invoice for the the total amount of labour completed based on the action time and charge type, you can create the invoice from here. But to bill for the milestone value always create the invoice using the &#39;Milestone&#39; section.&nbsp;</em></strong></p><p><br></p><p>The figure 8 example shows how the invoice will look when created.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyNjIyNTQ3LWI4NTctNGI1MS05YjFhLTM2NmQzNmIwNDhlYyJ9.IIUBNwDkBWqLEVN35Qjcx1LMIE9BCErw7xW5PJ0cc1g" class="fr-fic fr-fil fr-dib" width="1420" style="width: 1422px; height: 518.677px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 8. Invoice for milestone value.</span></strong></p><p><br></p><p>The milestone will be added as a generic item, where the description is the name of the milestone. The price will be taken from the milestone value, tax will be applied in line with the default product tax you have set against the customer. In this example the customer Acorn Construction has a 20% default tax code set, so this amount of tax has been applied to the invoice.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhNDM5MmNhLTE0NTYtNDBiMi1hMmI2LTc2OThjNmQ0ZTU5NiJ9.MzFQ4IyTiIyKQ69C61Y9HF7vSTaOFuhueyS0kLeLgGI" class="fr-fic fr-fil fr-dib" width="624" style="width: 626px; height: 383.844px;" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 9. Customer product tax code.&nbsp;</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You will have the option to associate a product with each milestone too. This allows you to configure a specific product to represent the milestone on the invoice, and sync to your account tool, rather than a generic item being used. The product associated with the milestone can be set when editing the milestone, as shown in figure 10.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkZjQ3YTk4LTc0MGUtNDFhYy1hNmYyLTE2NGMxNjZlMTI0MiJ9.lNemXhbmhU9SQ1Gul_-oM0HJElsYWyEtL8yKJKxxi4M" class="fr-fic fr-fil fr-dib" width="565" style="width: 567px; height: 573.192px;" height="573"></span></p><p><strong><span style="font-size: 10pt;">Fig 10. Associate product with milestone</span></strong></p><p><br></p><p>This is used to ensure, the default accounts codes set for this item will be used when this line is synced to your accounting tool. Rather than the accounts codes of the generic item being used, or you having to set the correct codes to be used on each invoice after creation.&nbsp;</p><p><br></p><p>No other properties of the item will be used when generating an invoice for the milestone. The line description and price will still be determined by the milestone details and the default tax code for the customer will still be used.&nbsp;</p><p><br></p><p>From version 2.232.1, you will be able to default this Linked Item in Configuration &gt; Project Management &gt; General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwZTIwMGViLTQwYmQtNGI5Yi04N2NkLThmMmIxY2ZmNjUyZSJ9.shMn_trdkGJmiToI0oqSXfRMmZy4zmobWp_fnQFj6wk" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 549.364px;" height="549"></p><p><strong><span style="font-size: 10pt;">Fig 11. The setting in Project Management General Settings to default the Linked Item for Milestones</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Set the Milestone Value to be a percentage of the Project Price</span></strong></p><p>To increase automation, the value of the milestone can be automatically populated to be a percentage of the overall project price, rather than you having to populate each milestone value manually. This is useful if you bill projects in increments based on the percentage of the project that is complete.&nbsp;</p><p><br></p><p>The overall project price will be determined by the price of the project on the sales order the project was created from. Therefore, milestone values can only be populated this way when <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2035" id="isPasted" target="_blank" rel="noopener noreferrer">projects are created from a sales order.</a></p><p><br></p><p>To set this up head to the project template used for the project, under configuration &gt; tickets &gt; templates &gt; select your template &gt; milestones tab. Here you will need to add the milestones that will be created for this project. When creating your milestones use the field &#39;Percentage of sales order line price&#39; to determine what percentage of the total project price this milestone is worth.&nbsp;</p><p><br></p><p><strong><em>Note: The field will only appear when the ticket type assigned to the project template has the &#39;Milestone billing type&#39; set to be &#39;Bill the Value of the milestone&#39;.</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzODFhZGU2LWJjOGEtNGViNS1hYzE2LWU3NmM0YmZmNWYyNCJ9.QXHu7xPyMPpCksHBP3lMMnLK1WVwTiYaiAk1Xwd_aro" class="fr-fic fr-fil fr-dib" width="498" style="width: 500px; height: 523.519px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 12. Percentage of sales order line price against milestone</span></strong></p><p><br></p><p>In the figure 12 example I have set the &#39;Phase 1&#39; milestone to be worth 50% of the total project value. This means when tasks assigned to this milestone are complete I can create an invoice for 50% of the project value.&nbsp;</p><p><br></p><p>Let&#39;s see this in action.&nbsp;</p><p><br></p><p>Now when I create the project from the sales order, the milestones configured against the project template will be created.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5NGY0YWFiLTUwNGItNDA3NC1iMWEzLTYwZDdjYzIzMGI0NSJ9.FyxqIqQFWxk6hB3dZ1Qwux0LGQgZXsO-guEEWB8UdDc" class="fr-fic fr-fil fr-dib" width="1236" style="width: 1238px; height: 471.074px;" height="471"></p><p><strong><span style="font-size: 10pt;">Fig 13. Create project from sales order</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0OWI4NDdhLWNlMTktNDIxMy04Yzc3LWE2MzI0NzQxNTg5NSJ9.wnS42XWW7b8muV0OfQLJ2AXei_Woi0nhRILQWJeLGBY" class="fr-fic fr-fil fr-dib" width="1626" style="width: 1628px; height: 441.804px;" height="442"></p><p><strong><span style="font-size: 10pt;">Fig 14. Milestones created against project</span></strong></p><p><br></p><p>If I edit the milestone I can see the value of the milestone has been populated automatically.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlZGRjN2M0LTdiYmEtNDAyYi1hYjU5LTY1MTEwODJlNDNhMSJ9.dotSv-HMiu9Pqyqi6f-Ll_5z760KBAVqk2cQw1CI8JI" class="fr-fic fr-fil fr-dib" width="459" style="width: 461px; height: 685.839px;" height="686"></p><p><strong><span style="font-size: 10pt;">Fig 15. Calculated value of milestone</span></strong></p><p><br></p><p>In the figure 15 example the value is 1800 as this is 50% of the total project value (determined by the sales order) 3,600.&nbsp;</p><p><br></p><p><strong><em>Note: The calculated milestone value is exclusive of tax, therefore any tax on the sales order line for the project will not be used in the percentage value calculation.&nbsp;</em></strong></p><p><br></p><p>Once the tasks within this milestone are complete, I can create an invoice for the milestone, the invoice will be for the value of the milestone.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNTNiZGJlLTZlYmQtNGIxOS1iMTlkLTJmNzU3NzE4ZjNiZSJ9.kKUZOv9WEcM_4VfqD-1ytvltPRKZAXCif0_A741PA9U" class="fr-fic fr-fil fr-dib" width="1640" style="width: 1642px; height: 582.307px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 16. Milestone invoice</span></strong></p><p><br></p><p>You will notice the item description for this milestone will include the name of the project on the sales order as well as the name of the sales order.&nbsp;</p><p><br></p><p><strong><em>Note: The milestone value that is calculated is exclusive of tax, but tax will be added on based on the customer&#39;s tax settings.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Bill up to the value of the milestone plus the action overage&nbsp;</span></strong></p><p>This method allows you to set a milestone value, and bill up to the value of this milestone plus one action. Allowing you to set a limit or budget for the milestone, and if work is carried out that exceeds the limit/budget you can bill the customer for the time spent on this action, however, any further actions will not be billed for.&nbsp;</p><p><br></p><p>If the milestone limit/budget has not been met and the tasks assigned to the milestone have been completed, you can bill the customer for the value of the work carried out on these tasks.&nbsp;</p><p><br></p><p>This method should be used when a fixed project/milestone price has not been agreed with the customer, instead the agreed price is based on the actual work carried out. A budget for this work will usually be agreed, but if the project work comes in under budget this will be reflected in the price the customer pays.&nbsp;</p><p><br></p><p>To use this method ensure the &#39;Milestone billing type&#39; against the ticket type is set to be &#39;Bill chargeable actions on the project, up to the value of the Milestone, with an allowed overage of one Action&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2N2Q1MmFjLTg2OGQtNDZiNS1hYjIzLTFiMTgwMjIzZGYxYyJ9.S7_XZzkFqkJRszaW0vWHETWqj8N9Qh_oyOBGTehgE7I" class="fr-fic fr-fil fr-dib" width="821" height="116"></p><p><strong><span style="font-size: 10pt;">Fig 17. Bill chargeable actions on the project, up to the value of the Milestone, with an allowed overage of one Action</span></strong></p><p><br></p><p id="isPasted">When using this method create your milestones against the project ticket and assign tasks to this milestone. When editing the milestone you can assign a value to the milestone in the &#39;Value&#39; field. The value should contain the estimated value of the milestone, or the budget for the milestone. In the figure 17 example the milestone value is set to be 550, we do not expect the total work completed on tasks within this milestone to exceed this value, but if it does only the action pushing the value over the threshold will be billed.</p><p><br></p><p><strong><em>Note: The milestone value must be populated in order for actions/tasks within this milestone to be able to be invoiced.&nbsp;</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1MmJjMjQ5LWVhMGItNDA2ZS05YTI1LTM2ODA0ODFhMzkzZCJ9.yv3i4l0F8mvx96o9aIlRAu0g-lpFhDWC50O3N0JKGaQ" class="fr-fic fr-fil fr-dib" width="424" style="width: 426px; height: 628.61px;" height="629"></p><p><strong><span style="font-size: 10pt;">Fig 18 . Milestone value</span></strong></p><p><br></p><p>When this milestone has been completed the value that the customer is billed will differ based on the time logged.&nbsp;</p><p><br></p><p>In the figure 18 example 6 hours have been logged against tasks in milestone &#39;Phase 1&#39;. One action was completed on each of these tasks, both using the same charge rate of &pound;50 per hour.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3NzAxNWFiLTdiZjEtNDNiNy04MDJhLTAyZGQ0MDc4MGE3ZiJ9.J3bGutPEatIezd5JDaJCnkn4LTvIj0cEAiU6OGlcXio" class="fr-fic fr-fil fr-dib" width="1383" style="width: 1385px; height: 456.872px;" height="457"></p><p><strong><span style="font-size: 10pt;">Fig 19. Time logged against tasks in the &#39;Phase 1&#39; milestone</span></strong></p><p><br></p><p>This means the total value of these actions equals &pound;300 (50x6). Which is below the milestone value limit.&nbsp;</p><p><br></p><p>As all the tasks assigned to this milestone are complete I can complete the milestone then bill for this. Figure 20 shows the invoice that will be created for this milestone.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlMjAxZDg0LWUyOTktNDQ2MS04NmNjLTgxMmUzODQxZGQwMCJ9.9hLgdnhJt7REfjHDpZOPNyr4jULwbh5M__N624H9x80" class="fr-fic fr-fil fr-dib" width="1665" style="width: 1667px; height: 588.038px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 20. Invoice created for time logged against milestone</span></strong></p><p><br></p><p>As the value of the actual time spent on the milestone tasks is less than the milestone value an invoice has been created for the actual time spent on milestone tasks, as this is &#39;under budget&#39;. As actual time is being billed the invoice lines will appear in line with your labour billing configuration. &nbsp;</p><p><br></p><p>Now let&#39;s look at an example where the milestone value has been exceeded.</p><p><br></p><p>In the figure 21 example 15 hours have been spent on tasks within the &#39;Phase 1&#39; milestone. &nbsp;Five three hours actions were logged all using a &pound;50p/hr charge type.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlYWUyNWMzLTNmMGMtNDhhOS04YmE5LWEyNGQ3N2EzMWU4OCJ9.R3U497HPc2TWz9nsWCSi4vtDEReEE8VCMs3LVSplL3Y" class="fr-fic fr-fil fr-dib" width="1403" style="width: 1405px; height: 456.604px;" height="457"></p><p><strong><span style="font-size: 10pt;">Fig 21. Time taken on milestone tasks.</span></strong></p><p><br></p><p>This means the total value of these actions equals &pound;750 (50x15). Which is above the milestone value limit.&nbsp;</p><p><br></p><p>When I create the invoice for this milestone it will appear as shown in figure 22.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyZjkzZTI4LTQyODItNDgxNi1iNjJjLTczZGZiMTI5MWYwNSJ9.H0Hkosb8D7cWYJg2B01L8cVgEB2Bcsf1j2PT50bLRWs" class="fr-fic fr-fil fr-dib" width="1640" style="width: 1642px; height: 588.061px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 22. Invoicing milestone when labour exceeds milestone value.&nbsp;</span></strong></p><p><br></p><p>You will see four of the five actions have been invoiced, with a total of 12 hours of work being invoiced. This is because the fourth action reaches and exceeds the milestone value, therefore this will be the cut-off action, with the remainder of this action being invoiced but any further actions (the fifth action) not being invoiced.&nbsp;</p><p><br></p><p><strong><em>Note: When using this method of milestone billing the milestone value must be set manually per project, it cannot be calculated based on the sales order line associated to the project.&nbsp;</em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Bill Milestones using products (Deprecated functionality) </span></strong><span style="font-size: 14pt;"><strong>(Method used before the Milestone Checkbox was Added)</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">There are currently two methods by which milestone billing is implemented: Adding Products onto Project Tasks or Invoicing for a percentage of the associated Sales Order.</span></p><p><br></p><p><span style="font-size: 11pt;">The first method involves <a href="https://usehalo.com/halopsa/guides/1978/" rel="noopener noreferrer" target="_blank">creating a Product&nbsp;</a>with name similar to &#39;Project Milestone&#39;. You can then issue this Product on Project Tasks where milestones have been met.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljZGE3NjdhLTVhYzAtNDQ5OC1iYzEwLWViZjk1MzgwMWE5ZSJ9.TSIRCUaGRSSprw3tsmO85aB8R1difbTaC1R66AA-8fU" class="fr-fic fr-fil fr-dib" width="393" height="589"></p><p><strong><span style="font-size: 10pt;">Fig 23. Issuing a Product on a Ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can then edit the price/description to reflect the milestone that has been met &amp; invoice for this accordingly.</span></p><p><span style="font-size: 11pt;">The second method can be utilised when creating an Invoice from a Sales Order - one available option when creating invoices from Sales Orders is to invoice for a percentage of the Order:</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlNmEyMjYxLWNmOGEtNGQ2OC1hNmU0LWI3NmI1OTdjMmE3YSJ9.B1j7dOmfBjcFJx-A73YbAOqcN-n0kMJ9IYnvEp_9Ml4" class="fr-fic fr-fil fr-dib" width="685" height="596"></p><p><strong><span style="font-size: 10pt;">Fig 24. Creating an Invoice for a Percentage of the Order</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once you invoice for some percentage of the Order, you an come back to the Order and invoice for the remaining percentage.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4ZjJmZGY3LTU0MTgtNDA1Mi05ZGU1LWFjODQxZTU1NGQ5MCJ9.iwMNO-3GhFd9qGpZWKibAEaOibjjpTXx0fT_Lc5JOfA" class="fr-fic fr-fil fr-dib" width="683" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 25. Invoicing for a Percentage of the Sales Order, after some other Percentage has already been Invoiced</span></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; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- Enable Tracking Travel and Distance&nbsp;</strong></p><p><strong>- Billing for Travel Time/Mileage</strong></p><p><br></p><p><br></p><p>Halo allows for both Travel Time and Mileage to be tracked and billed for. In general, MSP&#39;s tend to track travel time or distance travelled, although it is possible in Halo, tracking both is uncommon.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Tracking Travel and Distance</span></strong></p><p>The very first step is to enable the tracking of Travel Time or Distance Travelled in Configuration &gt; Time Management.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwZDViMTgzLTdmZWUtNGIzZi1hYzhjLTA0OTlkMjA5NTdjZSJ9.uOfAjlvprwIqjAyV9ueKmlAavWpAQ3lPK_oosQVazV4" class="fr-fic fr-fil fr-dib" width="443" height="356"></p><p><strong><span style="font-size: 10pt;">Fig 1. Travel Time &amp; Distance Travelled (Configuration &gt; Time Management)</span></strong></p><p><br></p><p>By enabling these checkboxes, two new fields will be available to add to the Field List on your Actions: <strong>Travel Hours</strong> and <strong>Distance Travelled</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNTIwMTkzLWMxMjQtNDlkNy1iZWI1LWJjYTVmZjdjYWM3YyJ9.Mxgu0oO4GWAgbf9s29_O5cIXn2gx2iw3HAZrIE8Y7sc" class="fr-fic fr-fil fr-dib" width="894" style="width: 896px; height: 348.033px;" height="348"></p><p><strong><span style="font-size: 10pt;">Fig 2. Travel Hours/Distance Travelled Fields on an Action</span></strong></p><p><br></p><p>Travel hours/distance are logged separately to the conventional &#39;Time Taken&#39; - effectively allowing you to track Travel Time, &#39;Work&#39;/Labour Time &amp; Distance Travelled, all within one Action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmZTg2MTE1LTE0NzYtNDEwYy1iZjg1LTYwNTNiMjA0NDBhMyJ9.FS1vOOu2-HFJ3MR8zWDPeKvui628Vc8d_8gaBCWm7ew" class="fr-fic fr-fil fr-dib" width="314" style="width: 316px; height: 163.563px;" height="164"></p><p><strong><span style="font-size: 10pt;">Fig 3. Labour Time (6 hours), Travel Hours (2 Hours) &amp; Distance presented on a posted Action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Billing for Travel Time/Mileage</span></strong></p><p>There are two methods by which Travel/Mileage can be billed for:</p><p><br></p><ol><li>Using a pre-defined rate for Travel Hours &amp; Mileage.</li><li>Using a selectable &#39;Travel Charge Rate&#39;</li></ol><p><br></p><p><strong><span style="font-size: 12pt;">Using Pre-Defined Charge Rates for Travel &amp; Mileage</span></strong></p><p>In Configuration &gt; Billing &gt; Labour and Travel, if &#39;Use Travel Charge Rates&#39; is disabled then two fields will be presented below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjZjQxMTc1LTBkMGEtNDQ5Ni1iZjg5LTlkMThmYjAwY2QyNiJ9.PoVvSj66sP5xTWaYTzyCVZxusO1KPIgSgw_ICAKpP-I" class="fr-fic fr-fil fr-dib" width="479" height="161"></p><p><strong><span style="font-size: 10pt;">Fig 4. Defining Travel &amp; Mileage Charge Rates</span></strong></p><p><br></p><p>These two fields will establish the Charge Rates for Travel Hours &amp; Mileage, respectively. It&#39;s worth noting that this method does not allow the selection of charge rates applied for Travel &amp; Mileage on an Action-by-Action basis &amp; will <strong>always</strong> use the rates selected <strong>(Fig 4)</strong>.</p><p><br></p><p>A use case for this may be if you charge for both travel &amp; Mileage at the same time.</p><p>It is worth noting that the rates selected in<strong>&nbsp;Fig 4&nbsp;</strong>follow all of the conventional Charge Type behaviour (Billing Rules, overriding charge rates etc..)</p><p><br></p><p><strong><span style="font-size: 12pt;">Using &#39;Travel Charge Rates&#39;</span></strong></p><p>In Configuration &gt; Billing &gt; Labour and Travel, enable &#39;Use Travel Charge Rates&#39;. Now the two fields previously mentioned in <strong>Fig 4</strong> are replaced with a single &#39;Travel Time Charge Type&#39;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwY2NkY2FkLWYxNDMtNGZjNC1iMWQ5LWM0Njk0MDhmMWEzYSJ9.wv0HjolbbTgUJrJPwnBbO2WJ0nXo6teTuXvQ2auR39M" class="fr-fic fr-fil fr-dib" width="1234" height="224"></p><p><strong><span style="font-size: 10pt;">Fig 5. Default Travel Time Charge Type</span></strong></p><p><br></p><p>You will also find that your Charge Types are now given a second Use of &#39;Travel&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhM2VhMTAyLWFhOWUtNDI1ZC05NmQwLWVmOTBhOThmMzY0NyJ9.HRrOfeQw_G00iZo-4TiyJ6zPuF0sEehwm_Tn1e6-HVY" class="fr-fic fr-fil fr-dib" width="460" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 6. New &#39;Travel&#39; Use on a Charge Type</span></strong></p><p><br></p><p>When selecting &#39;Travel&#39; as the Charge Type&#39;s use, you will see different options in the Rates tab.</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4NzZmY2M3LTI4OGUtNGY5Yy04NjkzLTJmZmE3YmU4YmUwYyJ9.VI7d6nuVHSWz7HGc1eic1TbFUb-Mo2hf1YIQabOS9ew" class="fr-fic fr-fil fr-dib" width="1291" style="width: 1293px; height: 308.39px;" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 7. Options from the Rates tab for a Charge Type with use &#39;Travel&#39;</span></strong></p><p><br></p><p>You will see here that you have an option to use for Travel Time, Distance, or both. When using for both travel &amp; distance, two invoice lines with the same description will be added to invoices with quantities equating to the travel time/distance.</p><p><br></p><p>The intention with this functionality is to create multiple Charge types of use &#39;Travel&#39; &amp; specify on each one whether to use Travel, or Distance. The surcharges module has to be enabled for the &quot;Travel Surcharge&quot; column to show (surcharges can be enabled in Configuration &gt; Billing).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3ZGIzOGYwLTQ3ZGItNDg1ZS05MTE5LTViZGY4YWEwYzU1ZiJ9.ybwQafn5QSrZZNVxdyXFeweYip9TrtnN3D3ciG4olUQ" class="fr-fic fr-fil fr-dib" width="828" style="width: 830px; height: 298.919px;" height="299"></p><p><strong><span style="font-size: 10pt;">Fig 8. Surcharges Module</span></strong></p><p><br></p><p id="isPasted">You can choose separate rates if using both travel time and distance. If both &quot;Use for Travel Time&quot; and &quot;Use for Distance&quot; are enabled, an extra box to specify the distance rate will appear. If only one of the above is enabled, the standard &quot;Rate&quot; field is used for either.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NjBjNjg5LTc5ZjItNDE1MS04MzM4LWM1OGQyOWNkNjk2NiJ9.6iQohksMOusr7z7LI7nQf2-NXM7h-fS3ndlT0uQ67fc" width="178" height="406" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Distance rate.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Rates for distance can be set to 3 decimal places.<br></span></p><p><br></p><p>When Travel Charge rates are enabled, you will also find a new field available in the field list for actions - &#39;Travel Charge Rate&#39;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzOWJhNDIzLTFiOTMtNDFhZi05ZWI2LTJmYjNiMTFiM2E2OCJ9.znaKCgW_GJ2Q1HbtrERfKVpNI8Og4HgXJNdgwDhlXuM" class="fr-fic fr-fil fr-dib" width="486" height="325"></p><p><strong><span style="font-size: 10pt;">Fig 10. Travel Charge Rate field on an Action</span></strong></p><p><br></p><p>As with other entities to invoice in Halo, you will find a Travel Hours &amp; Distance Travelled section of Ready for Invoicing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3YmUyZTVlLTdlMDEtNDQ5MS1iNmZkLWJlMTMyZGYyNzI5MCJ9.PtAObw9smY_cMAoGl6PrEKqtpsWI5VMZQKUuW55e_V4" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 499.565px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 11. Travel Hours &amp; Distance Travelled sections of Ready for Invoicing</span></strong></p><p><br></p><p>You can also set/restrict when travel/mileage is able to be billed. Under Configuration &gt; Billing &gt; Labour and Travel, you will see the setting highlighted in <strong>Fig 12</strong>.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1ZWYzNjhkLWE5ZWMtNDk0OS05YTE5LTQ5OWFlNDVkM2M4MSJ9.0rWuOu_-3aqCPsnBqS4ZLbCUx1Fa1L88h0wjVQJRfSE" class="fr-fic fr-fil fr-dib" width="470" style="width: 472px; height: 213.875px;" height="214"></p><p><strong><span style="font-size: 10pt;">Fig 12. Status of Tickets before the travel/mileage is able to be invoiced</span></strong></p><p><br></p><p>The ticket will need to be in the status chosen here before an invoice a can be created for the travel/mileage (appearing in the ready for invoicing area). This allows you to restrict ticket labour to only be billed when the ticket is closed, but have travel/mileage be billed when the ticket is still open.&nbsp;</p><p><br></p><p><strong>Adding Travel rates to Billing Rules</strong></p><p>Travel rates can now be used in Billing Plan Combinations on Clients and Contracts.</p><p><br></p><p>To allow this ensure the &quot;Allow Travel Charge rates to be used on Billing Plan Combinations&quot; checkbox is selected in Configuration &gt; Billing &gt; Labor and Travel.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhNGJkZGNkLWQ4OWUtNDIwYS1hMzNmLTllMTVjOWZkYTYwNCJ9.2EuQpr3ys7B_2L1cco72w9yjID_H6LoS_58JjYNAG4c" class="fr-fic fr-fil fr-dib" width="802" style="width: 804px; height: 362.17px;" height="362"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Allowing Travel rates in billing plan combinations</span></strong></p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3YzU2ZThiLTRiZGUtNGNiZS04YmY0LTI1YWJmNjExNGYwZSJ9.UD5uhruh0QmDfKTjBpdQdijwm6ujU0RKqOalTuV54bE" class="fr-fic fr-fil fr-dib" width="655" height="810"></p><p><strong><span style="font-size: 10pt;">Fig 14. Travel rates in billing plan combinations</span></strong></p><p><br></p><p>The travel rate billing plan can be set to &#39;Pay as you go&#39;, which will invoice as usual, &#39;Don&#39;t Invoice&#39; which will remove billable travel time and prevent the travel time from showing the &#39;Travel&#39; Ready for Invoice area, or &#39;Contract&#39; which will match the contract to the action as a travel contract. Currently, any travel time that is matched to travel contracts won&#39;t be invoiced.</p><p><br></p><p><br></p>

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min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are workdays/work hours used for?</strong></p><p><strong>- Creating Workdays</strong></p><p><strong>- Assigning Workdays to SLAs</strong></p><p><strong>- Time Zones for SLA Workdays</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><strong><a href="https://usehalo.com/haloitsm/guides/1789/" rel="noopener noreferrer" target="_blank">Workdays</a></strong></li><li><strong><a href="https://usehalo.com/haloitsm/guides/1865/" rel="noopener noreferrer" target="_blank">Service Level Agreements</a></strong></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are workdays/work hours used for?</span></strong></p><p>Workdays/work hours are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer should be counting down, this stops the timer counting down outside of working hours.&nbsp;</p><p><br></p><p>Work hours can also be assigned to agents. Agent work hours do not affect SLA timers but do impact time tracking. That is, the work hours assigned to an agent will impact how the agent&#39;s target hours are calculated. Our time tracking functionality is used to track the time agents are spending on each ticket, allowing you to see the work agents complete each day. For more information on our time tracking functionality see our dedicated guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1924/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. We will not cover time tracking for agents in this guide, for information on this see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2405/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Creating Workdays</span></strong></p><p>Workdays are initially created via Configuration &gt; Service Level Agreements &gt; Workdays. Days are given a Start Time and End Time - this equates to your standard business hours and Tickets not on SLA Hold will be ticking down between these times.</p><p><br></p><p>You can set working hours to be uniform across days selected via checking &#39;Working Hours are the Same Every Day&#39; or specify day-by-day working hours:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMjhmYjdlLTQ0N2ItNDAzZC04YWMxLWM5NWQ4MGQ5OTU0ZCJ9.3DSZ3LavfMPYZOYqf7Agu4p8on1cPffSYruZRMPs85g" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 715.209px;" height="715"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating Work Days.</span></strong></p><p><br></p><p>You can also set a time zone override for these working hours. This can be used to override your default instance time zone when a ticket is using these working hours. Useful when certain tickets are being worked on by teams/agents in a different time zone to the rest of your agents. This is only used for agent resource booking and will not affect the SLA timer for the ticket (the time zone for the SLA timer will be taken from the SLA settings).&nbsp;</p><p><strong>&nbsp;</strong></p><p><strong><span style="font-size: 12pt;">Holidays</span></strong></p><p>The Holidays tab allows you to specify days during the calendar where you would not expect your SLA to be ticking down, i.e. Christmas Day, public Holidays etc. The SLA timer for the ticket will not countdown if it is a Holiday.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ZjMwOGEzLTdiNzYtNDVmZi1hZDQ0LWMyMDdjNmM1ZmYzYyJ9.xIHPaAc26z0IOEfnAMpr6yNyUDMBU_8FjN1j5kuuTpY" class="fr-fic fr-fil fr-dib" width="1270" style="width: 1272px; height: 487.902px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 2. Working hours holidays.</span></strong></p><p><br></p><p>Holidays can also be imported using the &#39;Import Holidays&#39; button. This allows you to select a country, year and region to import the holidays of.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Breaks</span></strong></p><p>Under the &#39;Breaks&#39; tab you can configure break times for these working hours. The SLA timer will not count down during breaktimes. When creating a break time you can set the start/end time as well as the days the breaktime applies to.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3OWZmMWQ2LTUyZTgtNDcwZi1hOTEyLTRmNTczYzkzOTA0ZiJ9.W3Mk8ZgOW5csuK9MRhXoJNs77RIqw4wwMK9X9mDXHwo" class="fr-fic fr-fil fr-dib" width="473" style="width: 475px; height: 455.467px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 3. Break time</span></strong></p><p><br></p><p>When a break time occurs OOH responses and notifications will be triggered.&nbsp;</p><p><br></p><p>Break times are also not included towards SLA target times, that is during a break time the SLA counter will pause. Allowing SLA targets to not breach due to a break time.&nbsp;</p><p><br></p><p>Break times also won&#39;t count as working hours for automatic status change, automatic SLA release, or anything else that triggers after a number of working hours have passed.</p><p><br></p><p><strong><span style="font-size: 12pt;">Timeslots</span></strong></p><p>Under this tab you can configure timeslots for the working hours. These timeslots are used for Project ticket types where &quot;Use timeslots for start and target times&quot; is enabled. This allows you to choose timeslots for the start and target date of a project or project task rather than having to choose a specific time.&nbsp;</p><p><br></p><p>The timeslots configured here will be available to enter in the start and target date fields against the ticket.&nbsp;</p><p><br></p><p>Once you have configured your workdays you can assign these to your SLAs, this determines the working hours of the SLA therefore the hours in which the timer counts down. The SLA timer will not count down outside of working hours. In the figure 4 example I have created an afternoon timeslot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiN2QzMzA1LWI5NTMtNDdhMS1hMzA5LWFiY2I3MmE1NzQ1MyJ9.DSYBZnkG_CAAOD-W4VAlH2SjRlYOVeNIYPRZIlMzWv4" class="fr-fic fr-fil fr-dib" width="591" height="358"></p><p><strong><span style="font-size: 10pt;">Fig 4. Afternoon timeslot&nbsp;</span></strong></p><p><br></p><p>Now when I create a project ticket the start/target date will be a dropdown containing my configured timeslots. When a timeslot is chosen the time corresponding to this timeslot will be used.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMGEwZGU4LTJlNmMtNDg1Mi1hMDllLTEyYzgyYzE2MTMzNyJ9.9Fak9rv9TfU_67H57boYHe2vWTL0gjMEhb2s28YG_js" class="fr-fic fr-fil fr-dib" width="1098" style="width: 1100px; height: 678.277px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 5. Setting start/target date using timeslots&nbsp;</span></strong></p><p><br></p><p><strong><em>Note: The timeslots available will be taken from the workday assigned to the SLA on the project ticket.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning SLA Workdays<br></span></strong></p><p>Head to Configuration &gt; Service Level Agreements &gt; Service Level Agreements &gt; select an SLA. Here, you can set the SLA using the &quot;Work Hours&quot; field.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3ZDIzZWM3LTA2M2QtNDhhOS1iYTg4LWNkNjYzNjcxZGI3NyJ9.WJvooF_wpILKAIP1TUX7co9QavV8XxVQ_Fo2Iqiqj00" class="fr-fic fr-fil fr-dib" width="597" height="380"></p><p><strong><span style="font-size: 10pt;">Fig 6. Set work hours on an SLA</span></strong></p><p><br></p><p>The work hours can also be set against each priority on the SLA, allowing you to override the working hours that are used based on the priority of the SLA.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhYmUwMmY4LWY2OWItNDY4MS05MmNmLWVlZjU3MGQ5Y2QwMSJ9.jtMvP6rM-JgVw6Ch8BxkKGsbG9jlqursB3KpzZPZFxc" class="fr-fic fr-fil fr-dib" width="463" style="width: 465px; height: 480.822px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 7. Work hour override</span></strong></p><p><br></p><p>For example, I have an SLA that is used for incident tickets, so I assign my normal office hours workday to this SLA so the SLA time only counts down during working hours. However, if a critical incident is logged I need this resolved regardless of working hours so I will set a work hours override for the critical priority to use 24hour working hours so the SLA continues to count down even outside my normal working hours. This will allow the SLA to continue counting down and trigger SLA based notifications.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Time Zones for SLA Workdays</span></strong></p><p>By default the time zone used will be taken from the server you are on (if your Halo instance is hosted). However, you can change the default time zone your instance uses in Configuration &gt; Advanced Settings &gt; &quot;Time Zone&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzZjk2MzBhLTFhNmEtNGNhMi05ZThhLTljOWY5MzhhNTQ3YiJ9.kBshbSv_1HrfUplxe4LrPM0VKcz7cx3BHYiWnT_VIu4" class="fr-fic fr-fil fr-dib" width="579" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting to override server time zone</span></strong></p><p><br></p><p>You will also be able to override this time zone per basis or per site. Whether it will be overridden with the time zone assigned to the team who are assigned the ticket or the site the ticket is under will depend on whether the SLA is set to use the agent&#39;s working hours or the user&#39;s working hours. This is determined using the setting &#39;Work hours are the Agents working hours instead of the End-Users&#39; against the SLA.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlYTk1NjU1LTJlNTktNGQ2MS04Nzg5LTc4YmE1OGFhNjJkOSJ9.09I035G5xkatQN5Mrpz1ZxKH0iMNa_RkEVwNQ1EXUUo" width="511" height="367" 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: 513px; height: 367.368px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><br></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 9. Work hours are the Agents working hours instead of the End-Users</span></strong></p><p id="isPasted"><br></p><p><strong>When enabled</strong> - The time zone used for the ticket will be determined by the time zone assigned to the team the ticket is assigned to.&nbsp;</p><p><strong>When disabled</strong> - The time zone used for the ticket will be taken from the site the user of the ticket is under.</p><p><br></p><p><strong><em>Note: This setting does not change the working hours for the ticket, only the time zone.&nbsp;</em></strong></p><p><br></p><p>The time zone can be set against the team, as shown in figure 10.&nbsp;</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5NzcxMTA1LWM1NTQtNGViMC1iZjYzLWVhOGUzY2MwYjY0ZCJ9.wjrkVOL8aJoXyDXppCbVV02D6YKoNVyrwFYPA8PNYVo" width="680" height="570" 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"><br></p><p><br></p><p><br></p><p id="isPasted">The time zone can be set against the site, as shown in figure 11.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjODBiNzRmLTAxOWYtNDJkYi1hNjQwLTk2ZDE0NjVkMDExOCJ9.dG1yxNTkceE_SjM8b_RYXV4jHnq7qmoSTokiTr5_W0s" class="fr-fic fr-fil fr-dib" width="1390" style="width: 1392px; height: 723.997px;" height="724"></p><p><strong><span style="font-size: 10pt;">Fig 11. Site time zone.</span></strong></p><p><br></p><p>For more information on time zone overrides, both for SLAs and time zone overrides for other time-dependent functionality checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2652" id="isPasted" target="_blank" rel="noopener noreferrer">Time zone Overrides</a>.</p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-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 gu</strong><strong>ide we will cover:</strong></p><p><strong>- What is the OpenAI MCP Server Connection?</strong></p><p><strong>- Enabling the Halo MCP Server</strong></p><p><strong>- Example Usage</strong></p><p><strong>- Adding Functions</strong></p><p><strong>- Tool Collections</strong></p><p data-pasted="true"><strong>- External MCP Server connections</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/2726/" target="_blank" rel="noopener noreferrer" style="font-weight: bold;">MCP Endpoint: Use the Chatbot to Query and Update Data in your Instance</a></strong><p><br></p></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is the OpenAI MCP Server Connection?</span></strong></p><p id="isPasted">The Model Context Protocol (MCP) HTTP endpoint allows AI assistants such as OpenAI to connect and dynamically invoke tools in the Halo API such as knowledge search, ticket logging and updating/executing runbooks. Essentially, using AI to trigger a function similar to virtual agents.</p><p><br></p><p>Tickets, actions, and Knowledge Base Articles created by a MCP Tool Collection will be &quot;flagged&quot; as AI in reporting under the columns: faicreated, aacreated, and kbaicreated. The ID of the MCP Tool Collection that was used to create the entity can also be identified using the following fields: fvirtualagentid, avirtualagentid, and kbvirtualagentid. This will correlate to the ID in the VirtualAgent table.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Halo MCP Server</span></strong></p><p id="isPasted">Navigate to Configuration &gt; AI and check the &quot;Enable the MCP Endpoint&quot; setting to enable the endpoint.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwYTgwMDczLTkwNTUtNDZkNy1hYWVlLWQzZWQ1OTE1YjUyMiJ9.CdEpxz3tXSqggStOFtvj7Xun1gkwbkn3ofcqQk6YFLg" class="fr-fic fr-fil fr-dib" width="1457" height="142"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the endpoint</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: In order for the &quot;Remote MCP Server&quot; section to appear you need to have chosen a &quot;Default AI Connection&quot; for your instance. The Halo default connection can be used if you do not have your own. For information on connection types checkout our guide&nbsp;</em></span></strong><em><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2385" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>here</strong></a><strong>.&nbsp;</strong></span></em></p><p><br></p><p><strong><span style="font-size: 14pt;">Example Usage</span></strong></p><p>Upon enabling, you will then see some information and a sample request for using Halo MCP within OpenAI. This will allow the conversational AI to invoke functions within your Halo API whenever it thinks it needs to use them.</p><p><br></p><p id="isPasted">In the example below, the AI will look at what functions are available in Halo. It will then discover functions for creating a new ticket and assigning it to the agent that the access token is for, and determine that it should use them and execute them one after the other, and respond to the user telling them the ID of their new ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYjg5MDE5LWExNmItNDkyYi1iYzAxLWE5YjJmYjY5OWRiYyJ9.mCK_WW33VlH4b-Ffd0lKklazyV6N5cpOrway_rmAIe0" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 295.023px;" height="295"></p><p><strong><span style="font-size: 10pt;">Fig 2. Example request</span></strong></p><p><br></p><p>If the program you are using to connect to the MCP endpoint does not accept any other method of OAuth flows, a static API Key can be used. Navigate to Configuration &gt; Integrations &gt; Halo API &gt; View Applications, and create a new Application.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkxNGY1ZGE2LWIxYjEtNGMwOS1iOTIxLTlkN2ZlM2RiOGFlNiJ9.yYEzETrru-HII005iHuPV_OubKkLC9G_5dqnnnTiJjA" class="fr-fic fr-fil fr-dib" width="384" height="456"></p><p><strong><span style="font-size: 10pt;">Fig 3. Application Authentication options</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Functions</span></strong></p><p id="isPasted">The tools/functions that are available in the MCP endpoint are as follows.&nbsp;By default, all system tools will be enabled for the MCP endpoint, but you can disable this and instead specify which functions/tools you would like to be available.</p><p><br></p><p>The available system tools are as follows:</p><ul><li><strong>Action a Ticket -</strong> Allows you to add any action that is configured to be a &#39;quick action&#39; to a ticket on behalf of the agent, allowing agents to update tickets.&nbsp;</li><li><strong>Add Note to Ticket -</strong> Allows you to add a private note to a ticket on behalf of the agent, allowing agents to update tickets.</li><li><strong>Apply AI Suggestion -&nbsp;</strong>Applies AI suggestions to a ticket, rather than the agent having to do this from within a ticket.&nbsp;</li><li><strong>Assign to me -</strong> Re-assigns a ticket from one agent to the agent logged in.</li><li><strong>Get Assigned Tickets -&nbsp;</strong>Returns a list of tickets that are assigned to the agent.&nbsp;</li><li><strong>Search Knowledge Base -</strong> Searches the knowledge base based in the input from the agent. It can return resolution suggestions based on the relevant articles it finds, it can also suggest articles for the agent to read.&nbsp;</li><li><strong>Get matching Articles and Tickets for a Ticket -</strong>&nbsp; Re-runs AI ticket and article matching for a specific ticket. Beneficial when the ticket has been open for some time, in which closer matches may exist. This allows the agent to ensure the matched tickets and articles are the most up to date matches in the database.&nbsp;</li><li data-pasted="true"><strong>Get One Article -</strong> Can summarise or extract details from a specific KB article and return these to the agent.&nbsp;</li><li><strong>Get One Ticket -</strong> Return a list of tickets that are assigned to the agent.&nbsp;</li><li><strong>Get User Info -</strong> Returns the information held about the user in Halo.&nbsp;</li><li><strong>Search Service Catalogue -</strong> Search services using AI Search, and receive the names and links to any matched services, and direct the user to the relevant service where appropriate.&nbsp;</li><li><strong>Log Time -&nbsp;</strong>Logs a quick time entry for the agent.</li><li><strong>Search Tickets -&nbsp;</strong>Searches ticket content based on a prompt from the agent. Allowing it to effectively summarise and suggest replies or resolutions to tickets based on this info.</li><li data-pasted="true"><strong>Search Assets -</strong> Searches assets based on a prompt from the agent.</li><li data-pasted="true"><strong>Get One Asset -&nbsp;</strong>Can summarise or extract details from a specific assets and return these to the agent. &nbsp;</li><li><strong>Search Users -</strong> Searches users based on a prompt from the agent. (Only available to agents)</li><li><strong>Get One User</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>-</strong></span> Can summarise or extract details from a specific user and return these to the agent (only available to agents). &nbsp;&nbsp;</li><li><strong>Use specific action (v2.238+) -</strong>Can add an action to a ticket, including populating any fields on this action. The action must be available to use on the ticket&#39;s current workflow step, and the AI Agent must also have access to a function that allows it to check the workflow step of the ticket (such as get one ticket). When this function is being called by a user the action must be allowed to be used by users.<p><br></p></li></ul><p><br></p><p>To have all tools enabled for the endpoint ensure &quot;Include all system tools&quot; is enabled. Keep in mind if this is enabled any of the available tools will be able to be carried out using the endpoint, regardless of the agent&#39;s permissions.&nbsp;</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZDc2NjRkLWIxNTgtNDA0OC05NjBmLTAxODllMGNjZjFkZiJ9.XRsrreycbzUPm5nquWGnp746qFZ3VEXCnZocax_xpCI" class="fr-fic fr-fil fr-dib" width="498" height="326"></p><p><strong><span style="font-size: 10pt;">Fig 4. System tools</span></strong></p><p><br></p><p>If &quot;Include all system tools&quot; is disabled, you can choose which tools are available to use at the endpoint by adding the allowed tools into the &#39;Tools&#39; table. Additional customisation is also available for each of the system tools when &quot;Include all system tools&quot; is disabled and you adding each tool to the allowed tools table. Adding tools here allows you to customise the prompt passed to the AI model to outline when to use this tool. From v2.244+ the search tools &quot;Search Tickets&quot; and &quot;Search Knowledge Base&quot;, also allow you to filter which tickets and knowledge base articles can be returned by the search. This is particularly useful when creating a tool collection (covered later in this guide), as it ensures only the tickets/articles relevant to that tool collection&#39;s use case are returned.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3ZTFmMTAxLTg5YjEtNGEwZC04Y2EzLTU0NDRlMWM5ODlhNiJ9.ZoW5CYls7CB-ZaAgiivuwXYCVNrLZVnmf9JhSmacdBg" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 135.203px;" height="135"></p><p><strong><span style="font-size: 10pt;">Fig 5. Tools table</span></strong></p><p><br></p><p>Custom tools can also be configured here to allow other functions to be carried out at the endpoint.&nbsp;</p><p><br></p><p>Custom Tools can be created with the following uses:&nbsp;</p><ul><li><strong>Use an AI Ability -</strong> Allows you to use/trigger an AI ability. See our guide on AI Abilities for information on this.</li><li><strong>Log a ticket of a certain type or template -</strong> Logs a new ticket of a specified type or template. You can also use the option &quot;Any Ticket Type the user has access to&quot; to allow users/agents to log any ticket type they have access to, provided they provide the ticket type name. From v2.238+, you can set the fields to use a as parameters. This allows you to choose between including the ticket type&#39;s field list as parameters for the AI to populate, or or using the Summary and Details. &nbsp;</li><li data-pasted="true"><strong>Get Report Data -</strong> Returns the data from a specified report.&nbsp;</li><li><strong>Execute a Runbook -</strong> Executes a runbook of choice.</li></ul><p><br></p><p>This increases the number of functions that can be carried out at the endpoint as well as the ease of executing these automations. Automations can be triggered based on user requests, leveraging AI to execute the correct automation based on the user&#39;s request. When adding a custom function you will need to give the function a name and give the AI model information/a prompt on when this function should be executed. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzZjcwYTYwLWFkNzQtNDkxNC1hODQzLWRhZWNhMjRmZjc1OSJ9._ob-Hk5hkYCENij2Em02WBsUVLHslVTnK5dQyuGJf8w" class="fr-fic fr-fil fr-dib" width="541" style="width: 543px; height: 749.018px;" height="749"></p><p><strong><span style="font-size: 10pt;">Fig 6. Example Custom Function</span></strong></p><p><br></p><p>When a custom function to execute a runbook is set, the runbook must complete quickly in order to not timeout the HTTP request to the MCP endpoint. The option to &quot;Fire and forget&quot; is intended for longer running tasks where the AI does not need to return the runbook result. If using the &quot;Execute and await completion&quot; option, a warning will show to ensure the runbook can complete within 1 minute to avoid these timeouts.</p><p><br></p><p><strong><span style="font-size: 14pt;">Tool Collections</span></strong></p><p>Tool collections allow you to create additional MCP endpoints with a chosen set of functions.&nbsp;</p><p><br></p><p data-pasted="true">This allows you to have multiple MCP endpoints, each with a different set of allowed functions, based on what you would like agents/users to be able to do. For example, you could create a new endpoint that is only allowed to execute functions specific to users (e.g. logging new tickets, searching the knowledge base), this endpoint can then be used to integrate with another AI tool that users have access too.&nbsp;</p><p><br></p><p>Tool collections allow you to have different endpoints with different levels of access, such as an endpoint with user level tools, an endpoint with standard agent level tools and an endpoint with admin level tools. Therefore third-party AI systems can access different sets of tools based on the URL (endpoint) provided.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating Tool Collections</span></strong></p><p>To create a new tool collection head to Configuration &gt; AI &gt; MCP Tool Collections.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4YzA0NTA1LTNjZmEtNGI2Ny1iOTFhLTUyNGJlMjIzMmJiNiJ9.Kmb1-p0yehl8JtJ1jyh5cd4tLnXpxVZc0DB7hEfNlW4" class="fr-fic fr-fil fr-dib" width="1856" style="width: 1858px; height: 946.938px;" height="947"></p><p><strong><span style="font-size: 10pt;">Fig 7. Create new MCP tool Collection</span></strong></p><p><br></p><p>When creating a tool collection, give it a name and choose whether the collection will be used by agents or users using the &quot;Type&quot; field. This will control the functions/tools that are available to be added to this collection.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmZWZkNmU3LWMyZTMtNGQ3Ni05YzE4LTFmZDg3ZDJlNjViNSJ9.NMLLPLR8BopUTTx-93vLSB4_8MSd2zGX2rVpuMLg9T4" class="fr-fic fr-fil fr-dib" width="946" style="width: 948px; height: 426.477px;" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 8. New MCP Tool Collection</span></strong></p><p><br></p><p>When &#39;User Functions&#39; is chosen, only functions applicable to users will be able to be added to the collection. When &#39;Agent Functions&#39; is chosen, only functions applicable to agents will be able to be added to the collection.&nbsp;</p><p><br></p><p>Available User Functions:</p><ul><li>Action a Ticket (User actions only)&nbsp;</li><li>AI Abilit</li><li>Search Knowledge Base</li><li>Get My Tickets</li><li>Get One Article</li><li>Get One Ticket</li><li>Get Report Data</li><li>Get User Info</li><li>Log a Ticket</li><li>Search Service Catalogue</li><li>Execute a Runbook</li><li>Search Tickets</li><li>Update a Ticket</li><li>Use specific action (v2.238+)&nbsp;<p><br></p></li></ul><p><br></p><p>Available Agent Functions:</p><ul><li data-pasted="true">Action a Ticket&nbsp;</li><li>Apply AI Suggestion&nbsp;</li><li>Assign to me</li><li>Get Assigned Tickets</li><li>Search Knowledge Base</li><li>Get matching Articles and Tickets for a Ticket&nbsp;</li><li>Get One Article</li><li>Get One Ticket&nbsp;</li><li>Get User Info</li><li>Search Service Catalogue&nbsp;</li><li>Log Time</li><li>Search Tickets</li><li>Use specific action (v2.238+)</li></ul><p><br></p><p><strong><em>Note: When setting up the authorisation for the MCP endpoint, ensure the application used to generate the bearer token is granted only the permissions required by the available tools. For example, if the tool collection only exposes user-related functions, the application should be granted user-level permissions only</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Set Which Functions are available for a Collection</span></strong></p><p>If you would like all system functions to be available for the collection enable &quot;Include all system functions&quot; for the collection. Otherwise, uncheck this and add the tools you would like to be available in the &quot;Functions&quot; table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjY2JiNDk2LWQ5MzYtNGM4OS1iMjEwLTQ5MjIxZjhmMGE3OCJ9.EcUuBd_wx7SUkQ4xJI1OKLAaBlKJbaQTVtFIjQ6AfEQ" class="fr-fic fr-fil fr-dib" width="1593" style="width: 1595px; height: 665.727px;" height="666"></p><p><strong><span style="font-size: 10pt;">Fig 9. Functions for Tool Collection</span></strong></p><p><br></p><p><strong><em>Note: If you have set the type of the collection to be &quot;User Functions&quot; when all system functions are enabled only user system functions will be available.&nbsp;</em></strong></p><p><br></p><p>Tools are added/configured here in the same way as outlined in the &quot;Adding Functions&quot; section of this guide.&nbsp;</p><p><br></p><p>You&nbsp;</p><p><br></p><p>In the Figure 10 example we have created a new tool collection that will be used by users. Users can carry out any system functions as well as the custom function (CF_password_reset).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlOTU5ZTJiLWFmMzAtNDFlYy05N2Y2LWVjNDFhYTk0OTdlYiJ9.yB7vE9rVROzKIh7hAfU31P0tVO3C2xjkfAVCylU8R9A" class="fr-fic fr-fil fr-dib" width="1652" style="width: 1654px; height: 651.328px;" height="651"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Example Functions for tool collection</span></strong></p><p><br></p><p>Once the tool collection is saved the server URL for this MCP endpoint will be provided. Along with an example JSON body that can be used to carry out the functions available at the MCP server using the OpenAI responses API.&nbsp;</p><p><br></p><p>This can then be used to build custom integrations with third party AI tools so that functions can be carried out in Halo from these tools.</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>External MCP Server connections&nbsp;</strong></span></p><p data-pasted="true">Configuring connections to third-party MCP servers allowd the AI to call external tools for other applications.</p><p>To set up your connection, head to Configuration &gt; and add to the &quot;External MCP Servers&quot; table. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5ODEwM2E5LWQ3OTgtNDEwNi04NzUzLWFhMWQ2ZDczOTVjZiJ9.bZyT2ghIgtLLZz8kb8H_Bdi2O_gX8KSjd0Fm2JtC6v4" class="fr-fic fr-fil fr-dib" width="1008" style="width: 1010px; height: 264.387px;" height="264"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. External MPC Servers &nbsp;</span></strong></p><p><br></p><p>Here you will need to set a &nbsp;a name, server URL, authorisation header, and the API key. Once saved, this MCP connection can be added to <a href="https://usehalo.com/haloitsm/guides/2336" target="_blank" rel="noopener noreferrer">Virtual Agents</a>, Operations Agents and <a href="https://usehalo.com/haloitsm/guides/2783/" target="_blank" rel="noopener noreferrer">AI Agents</a>.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NGM1NTU4LTM5ZGEtNGZmMS1iMDcwLThiODk0MDA3MWMwYSJ9.bG3NfJWUgi0MKziWIM6mkZJilDv97IvYZntyZnT2s6g" class="fr-fic fr-fil fr-dib" width="689" height="529"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. Connecting external</span></strong><strong><span style="font-size: 10pt;"> MCPs servers </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>- Hierarchy Used for Mailbox Overrides</strong></p><p><strong>- Override Locations</strong></p><p><strong>- Setting Mailbox access Restrictions</strong></p><p><strong>- Additional Settings to Consider</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy Used for Mailbox Overrides</span></strong></p><p id="isPasted">The mailbox that will be used when sending an email to the end user of a ticket will be determined by the following hierarchy:</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;">- Action</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Customer (if ticket is raised manually)</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Top Level</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true">- Team</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Mailbox Field</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Ticket Type (if ticket is raised manually)</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Department</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">- Global</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong><em>Note: For agents in multiple teams/departments, the override comes from the team the ticket is assigned to and which department that team is under.</em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">This hierarchy does not apply when sending emails from other areas of Halo (e.g. mail campaigns and bulk emails).&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><strong><span style="font-size: 14pt;">Override Locations</span></strong></p><p><strong><span style="font-size: 12pt;">Action</span></strong></p><p>In Configuration &gt; Tickets &gt; Actions, choose an action and go to the &quot;Defaults&quot; tab. Set the &quot;From Address&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0MTJjOWQzLTlkZjEtNGU1YS05OTE5LWRkOWM2ZmYwNzMyNyJ9.f7gAXON7k_G3o0j8UWOiQvFno9Qiqzxc8bA6glM-q00" class="fr-fic fr-fil fr-dib" width="435" height="624"></p><p><strong><span style="font-size: 10pt;">Fig 1. Action email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customer (only for manually raised tickets)</span></strong></p><p>In the customer profile, go to the &quot;Settings&quot; tab &gt; Email Defaults. Set &quot;Default mailbox for new Tickets raised manually&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3ZmViYWU2LWNkZGEtNDc1ZS1hMTgyLTVhNzNlNGRlMGZjZSJ9.sCQkKS4mpkTo--KKJjlZOr7b7g0eAvZrgbDn1DEFeH0" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 202.667px;" height="203"></p><p><strong><span style="font-size: 10pt;">Fig 2. Customer email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Top Level</span></strong></p><p>In the top level area, go to either the &quot;Details&quot; tab or the side pane pictured here. &nbsp;Set &quot;Mailbox Override&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0YTlkZWQyLWNjYjQtNGE2ZC1iY2NjLWM1OGQ2YjNmNjYwMiJ9.GAnr9WJfmFacBmu2G3CdUOnHC3uRaP5Yqzrt7cvLIc0" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 347.478px;" height="347"></p><p><strong><span style="font-size: 10pt;">Fig 3. Top level email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type (<strong data-pasted="true"><span style="font-size: 12pt;">only for manually raised tickets)</span></strong></span></strong></p><p>In Configuration &gt; Tickets &gt; Ticket Types, go to the &quot;Defaults&quot; tab. Set the &quot;From Address&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2NDU0NGU2LTYxOTAtNGE2MS05MjEwLTU0YjkyYTQ3Y2M5ZSJ9.2U5ruAMcfXuFJrkIIuCBCanF35uOueoHgemVQRmwEww" class="fr-fic fr-fil fr-dib" width="601" height="520"></p><p><strong><span style="font-size: 10pt;">Fig 4. Ticket type email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Mailbox Field&nbsp;</span></strong></p><p><span style="font-size: 11pt;">A &quot;Mailbox&quot; field is available to add to ticket types. Agents can choose the mailbox they would like to use as the default for this ticket here. The mailbox chosen here will override the ticket type default mailbox, but can be overridden by team, top level, customer and action level defaults.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To add this field to a ticket type head to Configuration &gt; Tickets &gt; Ticket Type &gt; select a ticket type &gt; Field List tab &gt; add the &#39;Mailbox&#39; field here.</span><strong><span style="font-size: 10pt;"> </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlNTQ0YzE5LTdkMjMtNDg2MS1iMWJlLWM1NWRlYjY1YWI5MSJ9.aSCS6hTYUuslJiLkD9mOtxaq91Kx5oNE03rdLWsoSTY" class="fr-fic fr-fil fr-dib" width="1346" style="width: 1348px; height: 417.197px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 5. Mailbox field against Ticket Type.</span></strong></p><p><br></p><p>This field can only be seen by agents. It can be set either when logging a new ticket, or in the the ticket details.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Team</span></strong></p><p>In Configuration &gt; Teams &amp; Agents &gt; Teams, go to the &quot;Details&quot; tab. Set the &quot;Mailbox Override&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5M2YwNGNkLTQ5MjAtNDk2ZS1iMzgzLTg4M2ZhNzQ5OWZmOSJ9.NnvGmz-s-jOz76SGS7RG4nsOX8CX9lUQq9V3Sr7voUY" class="fr-fic fr-fil fr-dib" width="406" height="555"></p><p><strong><span style="font-size: 10pt;">Fig 6. Team email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Department</span></strong></p><p>In Configuration &gt; Organisations, go to the &quot;Departments&quot; tab and edit a department. In the &quot;Details&quot; tab, set the &quot;Mailbox Override&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNDNiYTkwLWJhOTQtNDBmZC05Zjk0LWU1MzE4MmUxZWE2MiJ9.2TvgPabwDyALYgXTuPvNrc8ZhAMZgot9bduitSIp8HA" class="fr-fic fr-fil fr-dib" width="490" height="652"></p><p><strong><span style="font-size: 10pt;">Fig 7. Department email override.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Global</span></strong></p><p>In Configuration &gt; Email &gt; General Settings, select &quot;Outgoing Email Defaults&quot; and set a mailbox in the dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3M2U0MGIwLWU3MTQtNDQyYy1hZTc1LWNlYzJmOWRmZmNhYSJ9.QziJ8geToP3wSfaELVO3RcVzDUULmy_fKnbQ29KTjLs" class="fr-fic fr-fil fr-dib" width="1048" height="267"></p><p><strong><span style="font-size: 10pt;">Fig 8. Global email default.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Mailbox access Restrictions</span></strong></p><p>As well as setting defaults and overrides, you can also restrict who has access to each mailbox. Useful if you have separate mailboxes for each team/department and would only like the respective agents to be able to use this mailbox.&nbsp;</p><p><br></p><p>Restrictions are set against the mailbox themselves under configuration &gt; email &gt; mailbox setup &gt; select a mailbox &gt; outgoing tab &gt; see &#39;Sending Restrictions&#39;.</p><p><br></p><p>Here you can choose how you would like to set restrictions, either by team, department or organisation. Use of the mailbox will be restricted to agents who are members of that entity. The restrictions can be set to apply to the assigned team instead of by membership. In Configuration &gt; Email &gt; General Settings, enable &quot;Restrict the &#39;From&#39; address options on a Ticket Action to mailboxes the assigned Team can access&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwODkwNmU3LWU4OTctNDM1My1hMTgwLTVhNmNlY2NjYjVlZSJ9.x2CzpWVFQYlP4RWWDzmX-HCrYgKlvqOqYd6vJ-nMLCU" class="fr-fic fr-fil fr-dib" width="590" style="width: 592px; height: 401.213px;" height="401"></p><p><strong><span style="font-size: 10pt;">Fig 9. Restrict access to mailbox.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Settings to Consider</span></strong></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Default Mailbox behaviour after sending Emails</span></strong></p><p><br></p><p>Under Configuration &gt; Tickets &gt; General Settings, you can find the setting &quot;Default Mailbox behaviour after sending Emails&quot;. Here you can set the default behaviour of mailboxes for tickets after an email is sent.</p><p><br></p><p><strong><em>Note: If mailbox overrides are set at the action, customer or top level, these mailbox overrides will take precedence.</em></strong></p><p style="margin: 0px;"><br></p><p data-pasted="true" style="margin: 0px;"><strong>No change</strong>- Mailbox stays the same regardless of the mailbox that sent the email. &nbsp;&nbsp;</p><p style="margin: 0px;"><strong>Update if there is no current default</strong>- Updates the mailbox to the outgoing mailbox used, providing the mailbox is not set elsewhere - this will only update once, for the first email action. &nbsp; &nbsp;</p><p style="margin: 0px;"><strong>Update after every email from an action</strong>- Always updates when an email is sent.</p><p style="margin: 0px;"><br></p><p style="margin: 0px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzNzBjYWUzLTdhZWYtNGZkOC1hYmJmLTkzZjBmOTg4YTI5NyJ9.rQwMiDGVROcaEROvnm2dnzVRqMIiWUpPjJrpjXeU3Fs" class="fr-fic fr-fil fr-dib" width="948" style="width: 950px; height: 509.26px;" height="509"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Default Mailbox behaviour setting.&nbsp;</span></strong></p><p style="margin: 0px;"><br></p><p><strong><span style="font-size: 12pt;">Use the Email Address of the Agent&#39;s Default Team as the Default &#39;From&#39; Address for Standalone Email Actions</span></strong></p><p>Under Configuration &gt; Email &gt; General Settings, you can enable the setting &#39;Use the email address of the Agent&#39;s default Team as the default &#39;From&#39; address for standalone email actions&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ZTU4YWQwLTQwZTItNGY1YS1hNGQwLTg2NjAxNGQ3ZjBkZCJ9.zaGtiX46NimUrqRfTLana4a0OBq7Ura2bJS_jXe0zck" class="fr-fic fr-fil fr-dib" width="675" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 11. Use the email address of the Agent&#39;s default Team as the default &#39;From&#39; address for standalone email actions.</span></strong></p><p><br></p><p>This setting only impacts the default mailbox that is used when sending &#39;standalone email actions&#39;. The ability to send &#39;standalone email actions&#39; is dependent on &#39;Show the &quot;Send an Email&quot; option on the Tickets screen to send standalone emails&#39; being enabled.&nbsp;</p><p><br></p><p>When this is enabled the mailbox set against the default team of the agent sending the email, will be used. When disabled the global default mailbox will be used.&nbsp;</p><p><br></p><p>The agent will still be able to change which mailbox the email is being sent from, this setting just sets the default.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0Yzg5ZDM3LWJjMWYtNDE1NS1hODU0LTI0MTEyY2VkZWM2ZCJ9.u_s8mBm1If8rPIswjHQLzxhFo14lXLwBS5irc3zXJCI" class="fr-fic fr-fil fr-dib" width="1380" style="width: 1382px; height: 532.828px;" height="533"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sending standalone email action.&nbsp;</span></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is an Azure Token?</strong></p><p><strong>- When does a Token Need Refreshing?</strong></p><p><strong>- Refreshing the Token</strong></p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">What is an Azure Token?</span></strong></p><p>An Azure token is the method Microsoft use to allow access from external sources (in this case, Halo) temporarily. However, this token will eventually expire and need to be refreshed, and a token refresh failure happens when Halo can no longer access the account used to authorise the integration.</p><p><br></p><p><strong><span style="font-size: 14pt;">When does a Token Need Refreshing?</span></strong></p><p id="isPasted">The token determines how long Halo can access an admin account within Microsoft, and this can expire for a number of reasons, including:</p><p><br></p><ul><li>The time limit on the token has been reached.</li><li>Security changes, such as a new password.</li><li>Microsoft marking the token as idle if it has not been used frequently/recently.</li></ul><p><br></p><p>If your Microsoft integration is no longer syncing as expected, navigate to Configuration &gt; Advanced Settings &gt; Backend Service Monitoring. For detailed information of how to navigate this area, check out the &quot;<a href="https://usehalo.com/haloitsm/guides/2435" target="_blank" rel="noopener noreferrer"><strong>Backend Services Monitoring</strong></a>&quot; guide.</p><p><br></p><p>If it is an Azure mailbox, take a look in the &quot;Outgoing Log&quot; tab.</p><p>If it is another integration, such as Exchange Calendars, take a look in the &quot;Integration Errors&quot; tab or the &quot;Inbound Requests&quot;/&quot;Outbound Requests&quot; tabs within the integration module.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzZTcxNmY5LTA3MzYtNDNmZS1iMzI2LTJjYTczMjQwMTRiNyJ9.7hC-4lwNh2c8qSIOlS68cbf3zxgTgkvGhCycQkh_Ncc" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 288.474px;" height="288"></p><p><strong><span style="font-size: 10pt;">Fig 1. Exchange Calendar token error example.</span></strong></p><p><br></p><p>If the error contains the phrase &quot;System.Exception: Lifetime validation failed, the token is expired&quot;, a token refresh is needed. There may be other errors where support suggest completing this process as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhMTRmYmJmLTI5NzMtNGUyNy1iOWExLTU5Yzc3MmRlZmIzMCJ9.CU6lNF-HHd_4g7uqFlvKth6d8_qTCwx2ETsLwA2ONgA" class="fr-fic fr-fil fr-dib" width="508" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 2. Token refresh error in the log.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Refreshing the Token</span></strong></p><p>To refresh the token, you will need to disconnect and reconnect the application.</p><p><br></p><p>Navigate to the relevant mailbox or integration, click the &quot;Edit&quot; button, and a button to &quot;Disconnect from Application&quot; will show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhYzgxNGY3LWUzZjctNGMxNi04YTllLTIwODJmNTc5NzAyZiJ9.-q5DYijnzMmL5OeaCe5NtWDpFWeOvrE7Nd6vGEedB28" class="fr-fic fr-fil fr-dib" width="844" height="675"></p><p><strong><span style="font-size: 10pt;">Fig 3. Disconnecting the application.</span></strong></p><p><br></p><p>This button will then disappear, and be replaced with the below &quot;Azure Application Secret&quot; field. This is the same configuration you would have seen when initially setting up the mailbox/integration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYjFmNjk1LTllYTItNDljNi1hYzk4LWNmNWNhODIyZWJkMSJ9.IDyinlJBH2mFB8JM1ht3bRByGgJxkqXF-AMEh4dIcTY" class="fr-fic fr-fil fr-dib" width="850" height="694"></p><p><strong><span style="font-size: 10pt;">Fig 4. Secret field now showing.</span></strong></p><p><br></p><p id="isPasted">Within your Azure portal, navigate to the app registrations, and switch to the &quot;Certificates and Secrets&quot; tab. Generate a new secret with a sensible expiry date in the same way you did when connecting initially. Make a note of the &quot;Value&quot; field and its expiry date.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkZmQ0ODMwLTFhNDAtNGY3MC05YjZlLTIyNGJhYjAwNmQ1NyJ9.OD3tQ2RB2US2v4bOI-D39CQHAZDAscx4vV9Y_H9XGoU" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 646.667px;" height="647"></p><p><strong><span style="font-size: 10pt;">Fig 5. Generating a new secret.</span></strong></p><p><br></p><p>Switch back to Halo and paste this into the &quot;Azure Application Secret&quot; field.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYjFmNjk1LTllYTItNDljNi1hYzk4LWNmNWNhODIyZWJkMSJ9.IDyinlJBH2mFB8JM1ht3bRByGgJxkqXF-AMEh4dIcTY" width="850" height="694" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Re-entering the new secret value.</span></strong></p><p><br></p><p>Upon pasting this in, save and the option to &quot;Sign in with Microsoft&quot; will show. Click this and login like before to re-form the connection between Microsoft and Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0YmI3YTA5LTg4MGYtNDdhZi04ZTBmLWE4MzdmNTJmYTQ1ZiJ9._AU2YHNG6TyXA6l6NmY2rTfeg6NBi9HHqJOg4hx-oWw" class="fr-fic fr-fil fr-dib" width="849" height="711"></p><p><strong><span style="font-size: 10pt;">Fig 7. Re-sign in with Microsoft.</span></strong></p><p><br></p><p>Your token has now been refreshed, and the integration can be used again.&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>Configuration &gt; Software Releases</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1155" target="_blank" rel="noopener noreferrer"><strong>Software Releases</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; 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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 class="darkreader darkreader--sync" media="screen"></style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style class="darkreader darkreader--sync" media="screen"></style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style class="darkreader darkreader--sync" media="screen"></style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 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 class="darkreader darkreader--sync" media="screen"></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><style class="darkreader darkreader--sync" media="screen"></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); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Field</span></strong></td><td style="width: 11.9115%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Type</span></strong></td><td style="width: 54.7552%; text-align: center; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="">Setup Products</td><td style="width: 11.9115%;">Button</td><td style="width: 54.7552%; text-align: left;">Opens up the menu for creating and configuring Software Products.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Release Types</td><td style="width: 11.9115%;">Button</td><td style="width: 54.7552%; text-align: left;">Opens up the menu for creating and configuring Software Release Types.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Release Note Groups</td><td style="width: 11.9115%;">Button</td><td style="width: 54.7552%; text-align: left;">Opens up the menu for creating and configuring Software Release Note Groups.</td></tr><tr><td style="width: 33.3333%;" id="">Use Beta Release</td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When checked, tickets (such as change requests) can be tagged to a release that is classed as a &#39;Beta&#39; release.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Beta Release Name<br></td><td style="width: 11.9115%;">Free Text</td><td style="width: 54.7552%; text-align: left;">When the use of Beta releases is enabled, here you can choose what field name is used for the field used to tag a ticket to a Beta release. The system, field &#39;Release&#39; is used to assign a ticket to a release but here you can change the name of this field in the UI.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Use Candidate Release<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When checked, tickets (such as change requests) can be tagged to a release that is classed as a &#39;Candidate&#39; release.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="">Candidate Release Name<br></td><td style="width: 11.9115%;">Free Text</td><td style="width: 54.7552%; text-align: left;">When the use of Candidate releases is enabled, here you can choose what field name is used for the field used to tag a ticket to a Beta release. The system, field &#39;Release&#39; is used to assign a ticket to a release but here you can change the name of this field in the UI.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Automatically tag notes from Beta releases which are not tagged against a Candidate release when releasing a new Candidate with a higher sequence<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When enabled any tickets that are tagged to a Beta release will automatically be tagged to a candidate release when a candidate release of a higher sequence is created. The candidate release they are tagged to will depend on the &#39;Automatic Tagging Method (Candidate)&#39; chosen.<br></td></tr><tr><td style="width: 33.3333%;" id="">Automatic Tagging Method (Candidate)<br></td><td style="width: 11.9115%;">Single Select<br></td><td style="width: 54.7552%; text-align: left;">This determines how tickets are automatically tagged to candidate releases.&nbsp;<p id="isPasted">When &#39;Tag to the version being released&#39; is selected the ticket will be tagged to the newest release in the &#39;Candidate release note set&#39;. When &#39;Tag to the same version as the Beta tag&#39; is selected the ticket will be tagged to the same version as the Beta release in the &#39;Candidate release note set&#39;.</p></td></tr><tr><td style="width: 33.3333%;" id="">Use Stable Release<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When checked, tickets (such as change requests) can be tagged to a release that is classed as a &#39;Stable&#39; release.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="">Stable Release Name<br></td><td style="width: 11.9115%;">Free Text</td><td style="width: 54.7552%; text-align: left;">When the use of Candidate releases is enabled, here you can choose what field name is used for the field used to tag a ticket to a Beta release. The system, field &#39;Stable&#39; is used to assign a ticket to a release but here you can change the name of this field in the UI.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="">Automatically tag notes from Beta and Candidate releases which are not tagged against a Stable release when releasing a new Stable with a higher sequence<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When enabled any tickets that are tagged to a Beta or Candidate release will automatically be tagged to a Stable release when a Stable release of a higher sequence is created. The Stable release they are tagged to will depend on the &#39;Automatic Tagging Method (Stable)&#39; chosen.<br></td></tr><tr><td style="width: 33.3333%;" id="">Automatic Tagging Method (Stable)<br></td><td style="width: 11.9115%;">Single Select<br></td><td style="width: 54.7552%; text-align: left;"><p id="isPasted">This determines how tickets are automatically tagged to Stable releases. When&#39; Tag to the version being released is selected the ticket will be tagged to the newest release in the &#39;Stable release note set&#39;. When &#39;Tag to the same version as the Beta/Candidate tag&#39; is selected the ticket will be tagged to the same version as the Beta/Candidate release in the &#39;Stable release note set&#39;.</p></td></tr><tr><td style="width: 33.3333%;" id="release_category">Category for Release Notes<br></td><td style="width: 11.9115%;">Single Select</td><td style="width: 54.7552%; text-align: left;"><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: 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; display: inline !important; float: none;" id="isPasted">The category selected here will appear in the column profile when viewing the release notes against a version. This allows you to categorise software release notes/change requests further, adding this category value to the overarching view.&nbsp;</span><br></td></tr><tr><td style="width: 33.3333%;" id="release_includeunsentnotesinemail">Include unsent release notes from previous versions in Release emails<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When disabled release emails will only be sent to the end users against release notes assigned to the release the email is being sent from. If enabled all these users, plus users against release notes in previous releases that have not been released yet, will be sent the release email (only where the product against the ticket matches). In short, this can be enabled to ensure any older releases that have not been released officially have release email sent out.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="usesemanticversioning">Use Semantic Versioning<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When enabled you will be able to name releases using a strict semantic format (e.g. 2.9.1)&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="isversionreleased">Restrict the list of versions that appear in the version field if the version is not released<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;"><p id="isPasted">When enabled only versions that have been release will be available to select in the &#39;Version&#39; field (this field is used to link incidents to releases). A version is classed as released when the release date has passed.</p></td></tr><tr><td style="width: 33.3333%;" id="releases_from_devops_project">When selecting a release, choose from any that are linked to products that are linked to the same DevOps project<br></td><td style="width: 11.9115%;">Checkbox</td><td style="width: 54.7552%; text-align: left;">When enabled, you will be able to select any releases for &nbsp;the product associated with the ticket as well as any releases associated with the product linked to the ticket via a third party. When the ticket is linked to a third party entity (such as an issue in Jira), you will be able to choose from releases associated with the third party product as well as the ones for the product linked to the Halo ticket.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="hide_unknown_software_from_lists">Exclude the unknown version from the version list<br></td><td style="width: 11.9115%;">Checkbox<br></td><td style="width: 54.7552%; text-align: left;">When enabled, the &#39;unknown&#39; version will not be able to be selected in the &#39;version&#39; field. The version field is used to link incident tickets to releases.&nbsp;<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Setup Products</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); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Field</span></strong></td><td style="width: 12.5206%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Type</span></strong></td><td style="width: 54.1461%; text-align: center; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Product Name</td><td style="width: 12.5206%;">Free Text</td><td style="width: 54.1461%; text-align: left;">This will be the name of the Product as it appears elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="components">Components</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;">Components that are part of this Product can be added to this list, and are purely descriptive with a free text name only.</td></tr><tr><td style="width: 33.3333%;" id="release_emails">Release Emails</td><td style="width: 12.5206%;">Button</td><td style="width: 54.1461%; text-align: left;">When creating a new release email, you will have an option to apply an email template per release type, per product. Child tickets can be emailed and you can change the ticket status after the email is sent.<br></td></tr><tr><td style="width: 33.3333%;" id="">Releases</td><td style="width: 12.5206%;">List</td><td style="width: 54.1461%; text-align: left;">This list will detail any software releases related to this product.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Release Types</span></strong></p><table class="styled-table grid" style="width: 100%; height: 146px;"><tbody><tr style="height: 50px;"><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Field</span></strong></td><td style="width: 12.8178%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Type</span></strong></td><td style="width: 53.9223%; text-align: center; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Description</span></strong></td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="releasetype_id">Release Type Description</td><td style="width: 12.8178%;">Free Text</td><td style="width: 53.9223%; text-align: left;">This will be the name of this Release Type as it appears elsewhere throughout the system.<br></td></tr><tr style="height: 47px;"><td style="width: 33.3333%;" id="">Release Note Set</td><td style="width: 12.8178%;">Single Select</td><td style="width: 53.9223%; text-align: left;">This allows the selection of the Release Note associated with this Release Type.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Release Note Groups</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Field</span></strong></td><td style="width: 13.5267%; text-align: left; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Type</span></strong></td><td style="width: 53.14%; text-align: center; background-color: rgb(0, 204, 248); --darkreader-inline-bgcolor: var(--darkreader-background-00ccf8, #00a3c6);" data-darkreader-inline-bgcolor=""><strong><span style="color: rgb(255, 255, 255); font-size: 12pt; --darkreader-inline-color: var(--darkreader-text-ffffff, #e8e6e3);" data-darkreader-inline-color="">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="name">Name</td><td style="width: 13.5267%;">Free Text</td><td style="width: 53.14%; text-align: left;">This will be the name of the Release Note Group as it appears elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="releasenote">Release Note</td><td style="width: 13.5267%;">Free Text</td><td style="width: 53.14%; text-align: left;">Here enter a note for the release note group.&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><div><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style> <style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Bulk Email with the User List</strong></span></p><p><span style="font-size: 11pt;"><strong>- Bulk Email to Users subscribed to a Monitored Service</strong></span></p><p><strong><span style="font-size: 11pt;">- Bulk Email from an Action</span></strong></p><p><br></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><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2166/" target="_blank" rel="noopener noreferrer"><strong>Segments (Distribution Lists)</strong></a></span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email with the User List - now&nbsp;</strong><a href="https://usehalo.com/haloitsm/guides/2166/" target="_blank" rel="noopener noreferrer"><strong>Customer Segments (Distribution Lists)</strong></a></span></p><p><span style="font-size: 11pt;">Previously you could use the user list to send a bulk email to each individual user that you checkbox on in the list, or you can Bcc all of the checked on users in the list, as displayed in the below screenshot.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZTk4MWIzLWEwYjktNGZkOS1hOWQwLWY3YmYwZGYwNzlkNSJ9.e_GSVcfHBVUT2KtEsqWVmzPRuOPiUZjS0W0VF434SKQ" class="fr-fic fr-fil fr-dib" width="759" height="528"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Bulk Emails Sent from the User List.</strong></span></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>This functionality is now deprecated, instead the distribution lists (segments) feature can be used to send bulk emails. For information on how &nbsp;to use this feature see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2166/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email to Users subscribed to a Monitored Service</strong></span></p><p><span style="font-size: 11pt;">If the communication is in regards to a monitored service you can send a bulk email to the subscriber list for the service. This is achieved via a service on the service catalogue section:</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can set the service to be a monitored service.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NzVhYzYyLWIzZWQtNDVkYS04YmY0LTBkZGZlNWNjYjY5NyJ9.QFMuUjp_Rr5I5d9U7PV5icYQ3JiqHDjdxyoIeJqtfIk" class="fr-fic fr-fil fr-dib" width="776" style="width: 776px; height: 321.563px;" height="321.563"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Creating a Monitored Service.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can then select the subscribers you want to email.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MzIyOTI4LTdjMGQtNDZjNi1hMzM0LTJmNTUzMDQ0NjdkNiJ9.ATWO6gYyKOSXj_u_BWpOTF9TC5n4MS1JcHBe74Mxu_4" class="fr-fic fr-fil fr-dib" width="759" style="width: 759px; height: 308.249px;" height="308.249"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Subscribers Table of the Service.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can filter for an entire site, department etc.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzZGUxMzIzLWYzMTgtNGIyYi04NDUyLTYzNjI5OWRkNzI4MSJ9.Sq7qxxD7y80Z8GTZ6e8ocdYnFWNCv6kA91cm7YyTguE" class="fr-fic fr-fil fr-dib" width="710" style="width: 710px; height: 352.816px;" height="352.816"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Subscription Options.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Then you can click the send email to all subscribers button and apply an email template of your choice.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2OTY3YzMwLWE4ZDktNDVmMy1iZDQzLTVlYjhkMzRlNGE1ZCJ9.v62y4C42O3D3G6V2uIiLVGqg0qNf9bcU91uybwOo9mU" class="fr-fic fr-fil fr-dib" width="712" style="width: 712px; height: 336.3px;" height="336.3"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Applying an Email Template to the email.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This is how we would do news letters etc on masse. You will need to ensure you have the event and service enabled for this to work, this can be enabled in Configuration &gt; Advanced Settings.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwMmZlZDczLTA0NDAtNGRiZS1hMzVjLTZiMmQ5ODRlN2FmNiJ9.fMNjOdeYjWKDOFqv8oJCnpLMC3cMJuVtrAUpZ_BlEKA" class="fr-fic fr-fil fr-dib" width="738" height="403"></span></p><span style="font-size: 10pt;"><p><strong>Fig 6. Event service setting.</strong></p><p><br></p></span><p><span style="font-size: 11pt;">As the list of users being emailed can belong to different clients, the default from address for these bulk emails will use the outgoing option set from within Configuration &gt; Email &gt; General Settings &gt; Outgoing Email Defaults.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyMTNjYjI3LWM0YWUtNDE2Yy05OTZiLWY3NTZlODlmMGQ1ZCJ9.fPBf668bSbjQrrVcvEeLRO8coX5rZeoxEoFhUWsInkU" class="fr-fic fr-fil fr-dib" width="320" height="90"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Outgoing Email Defaults.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Bulk Email from an Action</strong></span></p><p><span style="font-size: 11pt;">If a communication is related to a ticket, such as a problem ticket, you can send a bulk communication out using an action on the ticket.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">The first option is to&nbsp;use an action on the ticket that is configured to send an email. When sending you can populate the &#39;Bcc&#39; field with all the email addresses the communication needs to send to. The Bcc field character limit has been increased from previous versions to allow for this.</span></p><p><br></p><p><span style="font-size: 11pt;">There is also another method of doing this. There are two system uses for bulk emailing, &quot;Bulk email primary Service subscribers&quot; and &quot;Bulk email distribution list&quot;, that can be used on an action.</span></p><p><br></p><p><span style="font-size: 11pt;">In Configuration &gt; Tickets &gt; Actions, create a new action or edit an existing one.</span></p><p><br></p><p><span style="font-size: 11pt;">In the &quot;Details&quot; tab, set the system use to one of the two bulk email options, here I am demonstrating the distribution list.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwN2YyOWUxLTY2NTQtNDM5YS04Mjc1LTIyZWQ2Y2ZmNGU5YSJ9.fkJ8Q6yqkAITpaOWjwA2mwnHPer_QcbRzfqp4QY03IA" class="fr-fic fr-fil fr-dib" width="195" height="136"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 8. Bulk email system use.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>In the &quot;Defaults&quot; tab, change &quot;Send an Email&quot; to &quot;Yes&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMjM5YzQ1LWRmMTItNDdmYy05Yzc3LWYzNDlhN2YwOTU3MiJ9.tbyhtk0UpFquf6eP98_u5BuSUYRTKbzvTCyBjrHyutI" class="fr-fic fr-fil fr-dib" width="255" height="301"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 9. Send an Email toggle.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Then set the email template you wish to use in the same tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1ZTViZWNhLWJmOGQtNDE5OS1iZmJiLTFjZWM1OWUwMTA5ZCJ9.tciVv-yRdrXQNE-GgYA6pYJCqXrv7pddva4WNzKoPYg" class="fr-fic fr-fil fr-dib" width="190" height="145"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 10. Email template set.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Scroll down some more, and you will see a dropdown called either &quot;Default Segment&quot; or &quot;Default Distribution List&quot; (depending on your system). Here, set the default list you are likely to use. This can still be changed on the action when sending off the email, but if you are likely to use the same one mostly, this will save time instead of manually selecting.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5NzM0YzJiLTRlMmItNDQ3NC05Mjg4LTg3MDlhOTE2NGI5ZiJ9.uAEj-PlZn7XFhC7QTrlptsu0pgsGwHOmMlV4HHYrsPU" class="fr-fic fr-fil fr-dib" width="237" height="86"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 11. Set a default distribution list or default segment.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>In the &quot;Field List&quot; tab, make sure you have the note and distribution list fields added.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkYWY4YWZlLWJmNTQtNDVkZS04ZGVhLTc4NmJmNWVjMjE2YiJ9.zG7o_Chrq_8VyhU4EuvzFnHk4O6eoVp47vVnP6KkCFc" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 318.573px;" height="319"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 12. Field list of the action.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Add the action to your ticket type/workflow you wish to use it on. Click the action button.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlODJlMDdlLTMyNDYtNDkzYi1iNTIwLWRkNDVlZTVhYzYxYyJ9.K3ETCgLSr_axVjwshO3PzFk56ha_2sn_H6ACPVwsgPw" width="992" 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: 994px; height: 485.795px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 13. Action on a ticket.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>The email contents can then be entered into the note field. The distribution list you wish to use can then be selected in the dropdown field underneath. Upon sending, the email will be sent to both the end-user and the distribution list members.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzYjE1MTIyLTlkNjItNGRkYi04YTE0LTNkNDZmNjljMzM2MyJ9.QNLVflnUF-dc2mhy5ZV03gUQ4Q1GwEQ8q8TlXOrGxEQ" width="989" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 991px; height: 486.124px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 14. Setting the distribution list.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>Distribution list members can also then reply to the email which will update the ticket (as the summary on the email sent will match).</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYTdlNTI5LTE3NDktNDBiZC04ZjFkLWVhYmU5YTE1YWJlNSJ9.bB23qTsW87-7MMSn81Kk-hBOxUIpXlnJH3AYTQJFlac" width="992" 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: 994px; height: 486.148px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="486"></p></span><span style="font-size: 10pt;"><p><strong>Fig 15. Distribution list member replying to the email.</strong></p></span><span style="font-size: 11pt;"><p><br></p></span><p><br></p></div>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Creating the Statement of Work Template</strong></p><p><strong>- Setting the Details of the SoW</strong></p><p><strong>- Setting the SoW on the Opportunity&nbsp;</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating the Statement of Work Template</span></strong></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">To create a statement of work template, you can navigate to Configuration &gt; Custom Objects &gt; Custom Fields &gt; search for the built out custom field named &lsquo;</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;"><em>CFDefaultStatementOfWork</em></span><span style="margin: 0px; padding: 0px;">&rsquo;:</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px;padding: 0px;text-indent: 0px;width: 574px;height: 416px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYmY1OGRkLTg0NGItNDU0ZC1iMDcwLTgxMTZkY2M3Y2Q2ZCJ9.Ff0xNvMCWaAOxwRzguxigiXSxmOpMd86B8wV55uoclw" style="padding: 0px; border: none; width: 788px; height: 571.094px;" class="fr-fic fr-dii" width="788" height="571"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><strong><span style="font-size: 10pt;">Fig 1. Custom field for a statement of work</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">This custom field has been configured to be a single selection drop down list.&nbsp;</span></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">The idea is to add the name of your SoW templates here and be able to select these names from the drop-down list on the opportunity:</span></span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px;padding: 0px;text-indent: 0px;width: 535px;height: 168px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhY2VhZGQ2LTMyMjctNDA4YS1iZmM5LWUzZWQ2MzI1MGIxZiJ9.FBctmHc1EC_3Mme1ftFiRBrELyR_JtEpjqcF6jUwhYg" style="padding: 0px; border: none; width: 535px; height: 168px;" class="fr-fic fr-dii" width="919" height="289"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><strong><span style="font-size: 10pt;">Fig 2. SoW Templates drop down</span></strong></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 14pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Setting the Details of the SoW</strong></span><span style="font-size: 14pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Setting the SoW details will be found in Configuration &gt; Tickets &gt; Rules.&nbsp;</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Here you will be able to configure a ticket rule that when&nbsp;</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">an</span><span style="margin: 0px; padding: 0px;">&nbsp;SoW template name is selected on the opportunity, the outcome will fill out the SoW details.</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">Setting the criteria in the ticket rule:</span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 595px; height: 335px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0YzNiMmFiLTBlOTAtNDEyMC1iNDJhLTZkMzhmNjAxYjcyNiJ9.y0q4YyHkjSp7IgI9ZbKjrKur1NEhGJCDV1qBkD9w2PI" style="padding: 0px; border: none; width: 840px; height: 472.941px;" class="fr-fic fr-dii" width="840" height="473"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 3. SoW Ticket Rule</strong></span><span style="font-size: 10pt;"><strong><br></strong></span></p><p><br></p><p>The outcome of the ticket rule will need to be in HTML for the formatting of the text to come through on the ticket.&nbsp;</p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Setting the outcome (SoW details) of the set criteria of the ticket rule:</span>&nbsp;</span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 542px; height: 325px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZDkzYTFhLTYxZjUtNGIwMC1iMDQ1LWIyNDcwNGJjZjc1MiJ9.t7JCXa2hlvOT41iNox0AJ-DXZvD23mlhzjedqzvRsSc" style="padding: 0px; border: none; width: 863px; height: 517.482px;" class="fr-fic fr-dii" width="863" height="517"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 4. SoW rule outcomes</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 12pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Adding the Custom Fields to the Opportunity Type</strong></span><span style="font-size: 12pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Now that you have configured the SoW template and SoW rule, you will need to ensure that these fields are present on the opportunity type.&nbsp;</span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">To add these fields, navigate to Configuration &gt; Sales &gt; Opportunity Types &gt; desired opportunity &gt; Edit &gt; Field Lists &gt; plus button at the bottom &gt; Add &lsquo;</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">CFStatementOfWork</span><span style="margin: 0px; padding: 0px;">&rsquo;&nbsp;and &lsquo;</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">CFDefaultStatementOfWork</span><span style="margin: 0px; padding: 0px;">&rsquo;:</span>&nbsp;</span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 624px; height: 537px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MDgwNDg0LTFkODMtNGMwYS1iZmQxLWE0NTFiNzY3ZDExNyJ9.fEVYdZv-41n8e6MFJq0SMM9KqC6InwyYCH88k2fnAvM" style="padding: 0px; border: none; width: 624px; height: 537px;" class="fr-fic fr-dii" width="1588" height="1369"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 5. Fields added to the ticket type</strong></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Be sure to edit the visibility of these added fields by clicking the pencil icon and only making these fields visible for the agent ticket details screen.&nbsp;This ensures that the end user will not be able to use these fields, nor will agents on the new ticket screen:</span>&nbsp;</span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 519px; height: 624px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwNzYwYmYzLWJjMGQtNDI1MS04ZmEzLTNjMGVlZTI5ODU3OSJ9.ekihkKAdd_j0Ee0Qoh7TGdc_QcviG8GuNVkaI89UiVk" style="padding: 0px; border: none; width: 519px; height: 624px;" class="fr-fic fr-dii" width="1066" height="1282"></span></span><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 6. Field visibility&nbsp;</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 14pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Setting the SoW on the Opportunity</strong></span><span style="font-size: 14pt;"><strong><br></strong></span></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><span style="margin: 0px; padding: 0px;">Once on the opportunity, navigate to the SoW tab and select the desired template which will fill out the Statement of Work field.</span></span></p><p><br></p><p><span style="margin: 0px; padding: 0px; font-size: 11pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><em><strong>This is an example of the outcome not formatted by HTML. It will come over as text unformatted in the Statement of Work field:</strong></em></span></p><p><br></p><p><span style="margin: 0px;padding: 0px;"><span style="margin: 0px; padding: 0px; text-indent: 0px; width: 624px; height: 533px; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjOTQxNmQyLTRlMDAtNGQ5Yi04ZGE4LTViOWZiNTYwMDUyMSJ9.QB7tnA_cwCTmGCkzRaX1mISd8DeG00FeQR2n9aUf_dA" style="padding: 0px; border: none; width: 624px; height: 533px;" class="fr-fic fr-dii" width="1443" height="1233"></span></span><span style="margin: 0px;padding: 0px;font-size:16px;line-height: 20.925px;font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;">&nbsp;</span></p><p><span style="margin: 0px; padding: 0px; font-size: 10pt; line-height: 20.925px; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, sans-serif;"><strong>Fig 7. SoW tab on the ticket</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 id="isPasted">Configuration &gt; Teams &amp; Agents &gt; Workdays</strong></p><p><strong id="isPasted">Configuration &gt; Service Level Agreements &gt; Workdays</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1928/" rel="noopener noreferrer" target="_blank"><strong>Workdays</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; 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font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .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: 13.5313%; 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: 53.1354%; 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">Workday Name<br></td><td style="width: 13.5313%;">Free Text</td><td style="width: 53.1354%; text-align: left;">The name of the Workday to display in lists and views.</td></tr><tr><td style="width: 33.3333%;" id="summary">Summary</td><td style="width: 13.5313%;">Rich Text</td><td style="width: 53.1354%; text-align: left;">A brief description of the Workday to explain it to other Agents.</td></tr><tr><td style="width: 33.3333%;" id="">The working hours are the same every day</td><td style="width: 13.5313%;">Checkbox</td><td style="width: 53.1354%; text-align: left;">When enabled, the below Start and End times will be applied to every day of the week. When disabled, an individual set of Start and End times will be available for each day.</td></tr><tr><td style="width: 33.3333%;" id="">Start / End Time</td><td style="width: 13.5313%;">12h Time Selection</td><td style="width: 53.1354%; text-align: left;">Allows you to set the Start and End time of the Workday(s).</td></tr><tr><td style="width: 33.3333%;" id="">[Day of week] is a working day</td><td style="width: 13.5313%;">Checkbox</td><td style="width: 53.1354%; text-align: left;">Marks that day as a Working Day, where working hours will be applied, and non-held SLAs will tick down and other workday-related behaviour will apply.</td></tr><tr><td style="width: 33.3333%;" id="timezone">Timezone Override</td><td style="width: 13.5313%;">Single Select</td><td style="width: 53.1354%; text-align: left;">Allows you to choose between the Server&#39;s set Timezone or a custom override, selections include global Timezones, with a UTC reference.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Holidays</span></strong></p><p>The following dates are defined as non working days. Holiday types, which are essentially just text fields, can be configured in Holiday management (Configuration &gt; Teams &amp; Agents &gt; Holiday Management) this is where you would put in a type of &quot;Holiday&quot;, then when an agent selects days on the calendar for their holiday, they can checkbox it as a holiday and add in &quot;Holiday&quot; as the holiday type.</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: 13.3317%; 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: 53.335%; 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="date">Start Date</td><td style="width: 13.3317%;">Date Field</td><td style="width: 53.335%; text-align: left;">The day on which the Holiday falls<br></td></tr><tr><td style="width: 33.3333%;" id="allday">All Day</td><td style="width: 13.3317%;">Checkbox</td><td style="width: 53.335%; text-align: left;">When checked, the Holiday will take up the whole day. When unchecked, an End Time field opens up where you can set the time that the Holiday ends (it will start at 00:00 unless configured differently on the start dates time field).</td></tr><tr><td style="width: 33.3333%;" id="creation_end_date">End Date</td><td style="width: 13.3317%;">Date Field<br></td><td style="width: 53.335%; text-align: left;">Define what time in the day the holiday ends</td></tr><tr><td style="width: 33.3333%;" id="name">Desciption</td><td style="width: 13.3317%;">Free Text</td><td style="width: 53.335%; text-align: left;">The name of the Holiday</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Timeslots</span></strong></p><p id="isPasted">These are used for Project ticket types where &quot;Use timeslots for start and target times&quot; is enabled.</p><p>The time pickers will be replaced with an option to choose a timeslot.</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: 13.0862%; 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: 53.5805%; 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</td><td style="width: 13.0862%;">Button</td><td style="width: 53.5805%; text-align: left;">Opens the window for adding a Timeslot</td></tr><tr><td style="width: 33.3333%;" id="name">Description</td><td style="width: 13.0862%;">Free Text</td><td style="width: 53.5805%; text-align: left;">The name of the Timeslot</td></tr><tr><td style="width: 33.3333%;" id="">Start / End time</td><td style="width: 13.0862%;">Time Field</td><td style="width: 53.5805%; text-align: left;">The times that the Timeslot lays between.</td></tr><tr><td style="width: 33.3333%;" id="">Start / End label</td><td style="width: 13.0862%;">Free Text</td><td style="width: 53.5805%; text-align: left;">Descriptions of the Start and End times.</td></tr></tbody></table>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is Backend Services Monitoring?&nbsp;</strong></p><p><strong>- Navigating the Backend Services Monitoring area</strong></p><p data-pasted="true"><strong>- Backend Service Monitoring for UAT Instances</strong></p><p><strong>- Common Errors</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/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;">What is Backend Services Monitoring?&nbsp;</span></strong></p><p>Backend services monitoring allows you to monitor services, automations and events that run on the backend of Halo. <span style="color: rgb(0, 0, 0);">This includes integration syncs, incoming and outgoing email, notifications, workflow automations, webhook requests and responses.&nbsp;</span>The backend services monitoring area allows you to see logs relating to these processes These logs are helpful in identifying and resolving issues. In this guide we will run through what each section of the backend services area shows and how to interpret the logs here.</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Navigating the Backend Services Area</span></strong></p><p>To get to this area head to configuration &gt; advanced settings, here you will see the section &#39;backend services&#39;, select the button &#39;Backend Service Monitoring&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5YTc1NmE4LWU2NGMtNDg5OS05NzJkLTMwMDhkNThiNDQ3YyJ9.ocoRc5AwYTVfCCISTJ4C2z4WzWjbLlZgrN2r-mMeToM" class="fr-fic fr-fil fr-dib" width="903" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 1. Backend Services Monitoring button</span></strong></p><p><br></p><p>When selected you will be taken to the backend services monitoring area. Here, data is stored under various tabs, we will go through what is stored in each of these tabs.</p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 2. Backend Service Monitoring area</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Configuration Tab</span></strong></p><p>At the top of the page you will notice a message explaining what the backend services monitoring area shows, there is also a link to show you which tasks will be processed the next time the scheduler runs. Will we look at this further in the section &#39;Task scheduler log&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2ZGZiOWE4LWI3Y2QtNGU4Yi1hZTgxLTNkMTIzODgxNTIzZCJ9.zk2e6O3WbICYpyZxTXAimDse63ngQx7MA5VZGB1jsXk" class="fr-fic fr-fil fr-dib" width="1390" style="width: 1392px; height: 784.728px;" height="785"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuration tab in Backend services monitoring&nbsp;</span></strong></p><p><br></p><p><strong>Log level</strong> - The dropdown here determines how much information is shown in each of the logs. Options are ordered by the most to the least amount of information that will show in the log.</p><ul><li>Trace - This option will cause the most information to be shown in the log.</li><li>Critical - This option will cause the least information to be shown in the logs.</li></ul><p style="margin-left: 20px;">By default this is set to &#39;Information&#39;, we recommend keeping the log level set to this. Increasing the information shown will increase load on the server and can lead to performance issues. If you are experiencing issues and require more log information the log level can be increased temporarily (to Debug) and changed back once a few events have been processed with additional log information. However, the &#39;Information&#39; log level should provide enough information for troubleshooting.&nbsp;</p><p><br></p><p><strong>Pause all background services</strong> - When enabled background tasks will stop running, such as outgoing email, automations, scheduled reports, notifications etc. but each type of service can still be manually processed from each tab.&nbsp;</p><ul><li>This is used when you need to stop an automation/event being processed. For example, if you have queued many emails to be sent (incorrectly) or have notifications being triggered incorrectly and need to pause the sending/processing of these while you resolve the root cause.&nbsp;</li></ul><p style="margin-left: 20px;">When services are resumed after being paused, any paused tasks will be automatically processed. Any tasks/automations that you would not like to be processed will need to be removed while the services are paused.&nbsp;</p><p><br></p><p><strong>Enable daily clean up of ephemeral records</strong> - When enabled ephemeral records (temporary logs) will be cleared out daily. This is required to prevent bloating in your database, do not disable this setting. This is only ever disabled when logs need to be retained for longer periods temporarily, such as to troubleshoot issues.&nbsp;</p><p><br></p><p><strong>Minimum severity level for error notifications</strong> - This setting determines which error level notifications you are notified about. The lower the value the higher the severity level the issue needs to be for you to be notified. For more information on this see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1504/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong>Snooze Monitoring Events</strong> - This setting allows you to &#39;snooze&#39; monitoring events based on severity. When events are snoozed agents will not be notified of them until the selected date.&nbsp;</p><p><br></p><p><strong>Maintenance</strong></p><p>Here are various buttons that will clear unsent and stuck actions/emails/notifications.&nbsp;</p><p><br></p><p>By clearing these entities anything that has not been processed will be deleted and you will not be able to process them at a later date. These buttons are used when you have something unprocessed &#39;clogging up&#39; the services, such as if lots of outgoing emails have failed to process due to an incorrectly setup mailbox.</p><p><br></p><p>If you have backend services notifications enabled the notification will continue to trigger if you still have a failed entity in your logs (depending on your severity level for error level notifications). Therefore, you can clear stuck actions/emails from the store so they are cleared from the log and to stop the notification triggering.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Halo Integrator Log</span></strong></p><p>Under this tab you will see a log for each time the Halo Integrator has run, i.e. each time the Halo integrator has pulled information from another application into Halo. A log will contain information about what integrations are being processed, what data is attempting to be imported, the outcome of the sync and any error messages.&nbsp;</p><p><br></p><p><strong><em>Note: The Halo integrator executes scheduled integration imports, for more information on this see our article <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1062/" id="isPasted" target="_blank" rel="noopener noreferrer">Halo Integrator</a>.&nbsp;</em></strong></p><p><br></p><p>The Halo integrator is most commonly used in conjunction with application integrations. When troubleshooting issues with integrations this is a great source of knowledge as you can see what data is being pulled in on each run, when the integrator has failed and why.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiNDBkNDBiLTZjZjItNDc1Yi1hZmMzLTMyNWI5M2FkZjY2MiJ9.5bDbeffUGgvZsA8g6lmSbiEwT4AAkJ9xhB-YMycQV-U" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 469.387px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 4. Halo integrator Logs</span></strong></p><p><br></p><p><strong>Interpreting Halo Integrator Logs</strong></p><p>Click into the log to see details of the integrator run.&nbsp;</p><p><br></p><p>The information that you see in the log will depend on the integration that is being processed however typically a log will show:</p><ul><li>The time the sync has started for a particular integration&nbsp;</li><li>What is being processed as part of the sync (customers/devices/users/licences)</li><li>Which parts of the sync have been successful</li><li>Which parts of the sync have failed, along with an error message</li></ul><p>This is useful as it can detail which specific entities have failed to sync, for example when a RMM integration has synced the log will detail exactly which assets have updated and which have failed. Allowing you to identify the &#39;problem&#39; assets.&nbsp;</p><p><br></p><p>Lets take a look at some example logs.</p><p><br></p><p>Log for a successful sync</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0N2QzNDc0LWZhNTctNDU1Yy1hMjA3LWEwOTJhYWNhYTQ2OCJ9.54odDNI4o9YwNG912F0jzgHVC8R6YrYsZi27GRgue1Y" class="fr-fic fr-fil fr-dib" width="860" height="480"></strong></p><p><strong><span style="font-size: 10pt;">Fig 5. Halo integrator log for Azure AD with no errors</span></strong></p><p><br></p><p>In figure 5 you can see an example log for the Halo integrator, personal information has been redacted from this log. Let&#39;s breakdown what the log shows:</p><p style="margin-left: 20px;">Red = The integration that the Halo integrator is running for (and the time this started)&nbsp;</p><p style="margin-left: 20px;">Yellow = The tenant within the Integration that the Integrator is processing.</p><p style="margin-left: 20px;">Purple = The entity the integrator is syncing. In this case it is agents but the entity will vary based on the integration.&nbsp;</p><p style="margin-left: 20px;">Blue = The number of mappings for the entity that has been found and is syncing. Mappings will be configured for certain entities.&nbsp;</p><p style="margin-left: 20px;">Orange = Outcome of the sync for a specific agent. The agent email address will show here to show which agents have synced successfully, in figure 4 this information has been redacted. &nbsp;</p><p style="margin-left: 20px;">Green = The integration the sync has ended for and the time it has ended.</p><p><br></p><p>Here in the log I can see a sync for the integration Azure active directory has started at 09:38:06, one tenant was found in this integration. The integrator started to sync the entity &#39;agents&#39; (in this case only this entity has been set to sync for this integration but often multiple entities will sync). One agent mapping was found, if more mappings were configured the count would reflect here. Five agents have been found in Azure AD and all five have been updated/created successfully. The processing for agents finished, completing the sync for this tenant. The integration then checked for any users in Azure AD that need deactivating, as users have not been set to sync for this integration no users have been found and none have been made inactive. The integration sync finished at 09:38:12.&nbsp;</p><p><br></p><p>Preview of logs will have a timestamp but will not state which integration the log is for as various integration data can be imported for multiple integrations in one run.</p><p><br></p><p><strong>How to find the Log you need for Troubleshooting</strong></p><p>Although the log preview screen will not show the integration the log is for you can find the log for a specific integration based on the timestamp of the log.&nbsp;</p><p><br></p><p>For example, if I am having issues syncing data for the NinjaOne integration I will want to see the log containing the sync for this integration. Head to configuration &gt; integrations &gt; Halo integrator &gt; hosted integrator schedule. Here you can see the schedule (times) the Halo integrator is set to run for each integration.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNjJjNDNmLTRlODEtNDU4My05ODg5LTdmNTgwODRkMWFiNiJ9.nLYQeJ8xHzRxpnJZaqKkfJQn1vD6gtqjtW6rU_5aXR8" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 320.588px;" height="321"></p><p><strong><span style="font-size: 10pt;">Fig 6. Hosted integrator schedule&nbsp;</span></strong></p><p><br></p><p>We can see in figure 6 the integrator last run for the integration NinjaOne was on 03/03/25 at 09:37. Therefore I will need to find the log with this timestamp in the log list, shown in figure 7.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3MDYyZjAxLWEwZWEtNGFkZi05MjI5LWM1NTAzMmYxNzAxMCJ9.Jlr_Bd0VzXAvbDDOQBK4U86L9l_uHMujVHqdZAgo0z4" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 562.759px;" height="563"></p><p><strong><span style="font-size: 10pt;">Fig 7. Associated log in Halo integrator list</span></strong></p><p><br></p><p><strong><em>Note: The integrator has run for several integrations at this time therefore the log will contain information for all integrations scheduled to run. The sync for each integration will occur sequentially and the start of the sync for each integration will be denoted in the log.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Task scheduler Log</span></strong></p><p>Under this tab you will see a log for all scheduled tasks that have been queued to run. Scheduled tasks include:</p><ul><li>Creation of scheduled tickets</li><li>Creation of automated tickets&nbsp;</li><li>Creation of recurring appointments</li><li>Indexing (tickets and articles)&nbsp;</li><li>Automated actions and emails</li><li>Checking live chats for abandoned status</li></ul><p><br></p><p>The task scheduler queues outstanding automations, events, scheduled occurrences, outgoing mail and processes daily and miscellaneous tasks. The task scheduler will run, checking the status of certain entities in the database and processing outstanding tasks every 5 minutes. &nbsp;For example, the task scheduler will check the database every 5 minutes for the status of agreements (customer and supplier), if an automated ticket is set to create based on agreement criteria (e.g. contract expires in 7 days) the automated ticket will be created once the task scheduler has identified there is an agreement that meets this criteria.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjNGJhOTVhLTUyOTctNGFjZS05M2IxLWRlYzcyNzZmODhmOSJ9.F3k_gPW9ENuV0kYhQu4luMZZ66RzKqxWThge86_ZE6c" class="fr-fic fr-fil fr-dib" width="1216" height="657"></p><p><strong><span style="font-size: 10pt;">Fig 8. Task scheduler log</span></strong></p><p><br></p><p>The log preview screen will show the timestamp of the scheduled tasks and if they were forced or not. An entry will be logged as &#39;Forced&#39; if tasks were forced to run using the &#39;Run Task Scheduler Now&#39; button (top of the screen).&nbsp;</p><p><br></p><p>&#39;Run Task Scheduler Now&#39; button - &nbsp;When this button is used any scheduled tasks will be forced to run right away rather than having to wait for the scheduled time. This is used when you need a task to be carried out right away, for example, if testing automated/scheduled tickets or testing the pre-pay auto top up feature and you need to automatically trigger the top up.&nbsp;</p><p><br></p><p>To see which tasks will be processed next time the task scheduler runs head to the &#39;Configuration&#39; tab and follow the link following &#39;Tasks that will be processed the next time the task scheduler runs can be viewed at&#39;.</p><p><br></p><p>To view a log click into a log entry and head to the &#39;Log&#39; tab. Here you will see what tasks/scans have been run. The outcome of the scan will not appear in the log here as the task scheduler does not execute the automations, just queue&#39;s them. The outcome will appear in either the outgoing log, event log or automation log.</p><p><br></p><p><strong><span style="font-size: 12pt;">Incoming Log</span></strong></p><p>Here you can see a log of all the emails that have come into your connected mailboxes, the log preview will show who the email is from and the subject. Logs will be sorted chronologically, regardless of the mailbox they were sent into, for mailbox specific logs see the &#39;Inbound Log&#39; tab, which is found within the configuration of each mailbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5NDIxMDUzLThkNTItNGUxNC05MDdhLWZkMGRlMmY0YzgzYSJ9.kH7ksGaJbIRLg1iPZ44Yu8I-PWXlg3ltqaTpEE45Csk" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 599.776px;" height="600"></p><p><strong><span style="font-size: 10pt;">Fig 9. Incoming log&nbsp;</span></strong></p><p><br></p><p>Click into a log entry to see more detail. When the log is opened head to the &#39;requests&#39; tab, there will be a request entry for each time the mail has attempted to be processed. A mail will be attempted to process three times, if it fails all three it will not be processed unless an agent prompts a retry. You can click into any request entry to see more detail about the request/why it failed.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5ZTQzNTA3LTU3MWUtNGI2Zi04YTE3LTBkZDVhNDc5Nzc2YyJ9.P3ObpZjE5UBkHmi7bU7H2Wbt4ty4ftxZCMFxo7ude6w" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 303.688px;" height="304"></p><p><strong><span style="font-size: 10pt;">Fig 10. Requests for mail that has failed to process</span></strong></p><p><br></p><p>Once a request is selected head to the &#39;Response&#39; tab to see the outcome of the mail/request. If the mail has failed to be processed the error message will display here.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzMDgwNWRjLTI5ODUtNDIxMC1hZjU4LWRjMGFjMDI0MmVlOSJ9.BkwerAx4hcDCJTaIM1TjY8ab2BUgplD9m92nGExNr6s" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 374.539px;" height="375"></p><p><strong><span style="font-size: 10pt;">Fig 11. Response of failed mail</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiYmViNWNmLTFhMmYtNGZmMS1iYTRmLWFjZjBjNDRlZjAwZiJ9._xuQywyLzIaLojpGTL68DEKYL5TYV6itNetladABbUs" class="fr-fic fr-fil fr-dib" width="1050" style="width: 1052px; height: 407.411px;" height="407"></p><p><strong><span style="font-size: 10pt;">Fig 12. Response of successful mail&nbsp;</span></strong></p><p><br></p><p>If the mail has been processed successfully a &#39;Log&#39; tab will also show, here you can find a breakdown of how the system has processed the mail.&nbsp;</p><p><br></p><p>These logs can be used to troubleshoot issues with incoming emails not processing, primarily using the error messages against the request.&nbsp;</p><p><br></p><p>Once you have identified the cause of the issue and resolved this you can attempt processing of the emails again using the &#39;Retry&#39; button against the log. This can also be done in bulk by selecting multiple logs from the log preview screen, the &#39;Retry&#39; action will be available when hovering over the &#39;Edit&#39; button.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Outgoing Log&nbsp;</span></strong></p><p id="isPasted">Here you can see a log of all the emails that are being sent out of Halo using your connected mailboxes, this includes both emails that are sent by agents manually and any automated emails. The log preview will show when the message was sent and the subject. Logs will be sorted chronologically, regardless of the mailbox they were sent into, however you can filter the logs using the mailbox ID, for mailbox specific logs see the &#39;Outbound Log&#39; tab against the mailbox.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhZmM1ZWQ4LWE0ZGMtNDNhZS05NDM2LTRjZGI2ZThhNjI3OSJ9.LTtwJzGHCqtSuj7-4Xzs61FrH7tRLbxDltP9koXlsQI" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 453.27px;" height="453"></p><p><strong><span style="font-size: 10pt;">Fig 13. Outgoing Log</span></strong></p><p><br></p><p id="isPasted">Click into a log entry to see more detail. When the log is opened you will see the details of the email that has come into the mailbox, who it has been sent to, the subject and the body of the email. Under the &#39;Log&#39; tab you will see the processing details for this mail, if the mail has failed an error message indicating the reason for failure will show here. The &#39;Attempts&#39; tab will show the number of times the mail has been attempted to be processed, processing will only be attempted 3 times but can be prompted again by the agent using the &#39;Resend&#39; button.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMzNzk2YWYzLTY0N2UtNGFhYS04M2Q3LTk2NDI5NjJhMmM3ZSJ9.MxM8n3PNCcs3ItPwGTTt4G2gdDYnwtrrsOoyvxyp03U" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 287.988px;" height="288"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 14. Log of failed outgoing email</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkYTZmOTA1LTE1Y2YtNGFlYy1iMjlkLWJjMWI0NmUzNmVlNCJ9.PWSjVBxwV-5ZJUgsNfouukWXomsovX4_qblOhBgbRmk" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 327.211px;" height="327"></p><p><strong><span style="font-size: 10pt;">Fig 15. Log of successful outgoing email</span></strong></p><p><br></p><p>These logs can be used to troubleshoot issues with outgoing emails not processing, primarily using the error messages against the request.&nbsp;</p><p><br></p><p>Once you have identified the cause of the issue and resolved this you can attempt processing of the emails again using the &#39;Resend&#39; button against the log. This can also be done in bulk by selecting multiple logs from the log preview screen, the &#39;Resend&#39; action will be available when hovering over the &#39;Edit&#39; button.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Event Log&nbsp;</span></strong></p><p>Here you can see logs for each notification and webhook that have been triggered by an event. If the notification is sent to send an email the log for the email being sent out can be viewed under the &#39;outgoing Log&#39; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0MDU0Yjk3LTRmODAtNGNhNS1iZjZlLTk4MDQxZTg0NDMwYiJ9.kU56jyh0bP9dD7Wm6f_1wA9pLtv5ZmOI7By2iPMK6E0" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 407.058px;" height="407"></p><p><strong><span style="font-size: 10pt;">Fig 16. Event Log Tab</span></strong></p><p><br></p><p>When previewing the logs you will see description of the event that occurred as well as the number of notifications/webhooks that were created by the event (creation count). Click a log entry to see the log in more detail and head to the Log tab.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyOWRjMDJmLTFlOWUtNGRmZS04OWI4LTU1NzkwZWEwZmNkOSJ9.Mhuvtyrpw00aJaEbaImHMudXYnyTzbnzk2MVtCwP8Fs" class="fr-fic fr-fil fr-dib" width="1045" style="width: 1047px; height: 416.341px;" height="416"></p><p><strong><span style="font-size: 10pt;">Fig 17. Event log example - notification&nbsp;</span></strong></p><p><br></p><p>The figure 17 example shows the log for the event &#39;document uploaded to ticket&#39; triggering the creation of a notification.&nbsp;</p><p><br></p><p>&quot;Starting conditions check for unid=12&quot; - This tells us the conditions for notification with ID = 12 were met. This notification was sent.&nbsp;</p><p>&quot;Notification (TechOld) will be added for agent (3)&quot; - This tells us the notification is a pop-up notification (TechOld=pop-up in agent app) was sent to agent with ID= 3.&nbsp;</p><p>&quot;EscMsg records to create=1&quot; - This tells us one notification record was created.&nbsp;</p><p><br></p><p id="isPasted">To find the ID of a notification head to configuration &gt; notifications&gt; notifications&gt; select a notification, the URL here will contain the notification ID.&nbsp;</p><p><br></p><p>This can be used to see if a notification was triggered for a particular agent at a certain time.</p><p><br></p><p>Let&#39;s take a look at a log example when an event to trigger a webhook occurs.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjYTdhNDM1LTNhNDItNGI5Yy1hNDUyLTdhMWIyMTc1N2JjNCJ9.yuWV3AgWCQT_rKDw_LjI4Rgn2UH8e0vyP_0aXJUOvQo" class="fr-fic fr-fil fr-dib" width="1093" style="width: 1095px; height: 454.846px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 18. Event Log example - webhook</span></strong></p><p><br></p><p>The figure 18 example show the log for the event &#39;Invoice updated&#39; triggering the post of a webhook. In this example a single event has triggered two webhooks.&nbsp;</p><p><br></p><p>Notification (WebHook) will be added for webhook (xxx94) - This line of the log tells us criteria to fire webhook with ID xxx94 have been met, so this webhook has been created and posted.&nbsp;</p><p>Notification (WebHook) will be added for webhook (xxx4c) - This line of the log tells us criteria to fire webhook with ID xxx4c have been met, so this webhook has been created and posted.&nbsp;</p><p>EscMsg records to create=2 - This line of the log tells us two webhooks have been posted.&nbsp;</p><p><br></p><p>To find the ID of a webhook head to configuration &gt; integrations &gt; webhooks &gt; select a webhook, the URL here will contain the webhook ID.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Automation Log&nbsp;</span></strong></p><p>Here, you can see logs for all automations that take place in your instance. This includes workflow automations, runbooks, scheduled system actions, AI insights, SLA auto-release. Ticket acknowledgement emails will only appear here if they are set to be processed by the automation service as opposed to the event service, this is enabled using &#39;Create acknowledgement emails in the background using an Automation&#39; found within Configuration &gt; Email &gt; General Settings.</p><p><br></p><p><strong><em>Note: The log for the creation of automated tickets will not show here, these will show in the &#39;schedule occurrence log&#39; &nbsp;tab</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1ZjdmNTRmLWJmY2ItNDEyMC05M2Y1LWRhNGRjYmQxNGRiZCJ9.MiFQyboV3OSVXTvXkGeYtvNn6CmKoSPvgSsFW2J7FFA" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 379.486px;" height="379"></p><p><strong><span style="font-size: 10pt;">Fig 19. Automation Log</span></strong></p><p><br></p><p>In the log preview you will see when the automation took place, what action was automated, the status of the automation and, if the automation failed, a preview of the error message.&nbsp;</p><p><br></p><p>Click into a log to see more detail.</p><p><br></p><p>The description of the log entry will tell you what automation has taken place, if a custom action is being automated using a workflow, the description of the entry will be the name of the action.&nbsp;</p><p><br></p><p>In the &#39;Request&#39; tab you will see the payload for the automation, along with a link to the ticket the automation is running for. The payload will contain various information about the automation including the workflow the automation is running on and the step of this workflow that contains the automated action. You can use this information to identify the source of the automation.&nbsp;</p><p><br></p><p><strong><em>Note: If a runbook is processing the automation the runbook ID will appear here too.&nbsp;</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwM2NlMTA3LTg0ZjgtNDc3Ni1iMGQ0LWJjMTQ5ZjEyNGNjMiJ9.erqBKWClmMjPeXrEOl47QVK862CpIWCPbpPdf4NGtxc" class="fr-fic fr-fil fr-dib" width="771" style="width: 773px; height: 547.362px;" height="547"></p><p><strong><span style="font-size: 10pt;">Fig 20 . Request tab of workflow automation log</span></strong></p><p><br></p><p>In the &#39;Log&#39; tab you can see how the automation has been processed, if the automation fails an error message will appear here. In the figure 21 example, we can see an action has been added to this ticket as action with ID = 31.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NDJmNjFiLTM4MjAtNGE0Ni04OGU3LTZjMDk2M2IyNzFhZSJ9.Qq89y7ZFTRVQ1h18IUkS9PmOmBBWe5V9i7dSr7DbOY8" class="fr-fic fr-fil fr-dib" width="704" height="196"></p><p><strong><span style="font-size: 10pt;">Fig 21. Log tab of workflow automation log</span></strong></p><p><br></p><p>To find this action on the ticket head to the ticket &gt; toggle the feed view to show all actions &gt; edit an action, in the top right corner you will see the ID of the action.&nbsp;</p><p><br></p><p>You can use these logs to see if any automations have failed and identify the source of automations. If an automation has failed an error message will appear in the &#39;Log&#39; tab, this can be used to troubleshoot issues with automations.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Schedule Occurrence Log</span></strong></p><p>Here, you can see logs for entities set to create on a schedule , this includes scheduled tickets and scheduled reports. Logs for the creation of automated tickets also show here.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkMGIxZmZiLTdlMmItNDhjNi1iZjBkLThlMWI4MWRiNjVmYiJ9.W-N0X9-1oy4Zu7HCSxcdDQYxasgcGd5N-KFgQfK1HpY" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 330.753px;" height="331"></p><p><strong><span style="font-size: 10pt;">Fig 22. Schedule occurrence log tab</span></strong></p><p><br></p><p>In the log entries preview you can see a description for the entity that has been created, the date of creation and the status.&nbsp;</p><p><br></p><p>Click into a log entry to see more detail.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ODRkNzczLWIyNTAtNGU3ZS1hMGQ4LTZkYjE3YjE4ODJhZiJ9.pEZ-fHmtvgu0ApzQpk4zTdrIA0pfppUvAokhKWxgFvY" class="fr-fic fr-fil fr-dib" width="878" height="555"></p><p><strong><span style="font-size: 10pt;">Fig 23. Automated ticket creation log&nbsp;</span></strong></p><p><br></p><p>In the request tab of the log there will be a link to the source ticket/report that the ticket/report has been created from.&nbsp;</p><p><br></p><p>The log tab of the ticket will contain the ID of the ticket that has been created from this schedule or any error messages if the creation failed. If the log is for a scheduled report the ID of the email that sent out containing the report will show here. This ID can then be searched in the &#39;ID&#39; column of the outgoing log to see the details of the email that was sent.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Bulk Email</span></strong></p><p>Here, you can see logs for all bulk emails that have been sent out as part of a mail campaign.&nbsp;</p><p><br></p><p><strong><em>Note: If you are sending bulk emails using distribution lists, logs for these emails will not appear here, they will appear under the &#39;Outgoing Log&#39; tab (an entry per email).&nbsp;</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3OTY0MGJiLTVjNGItNDRlYi04OTgxLTk0ZGIzMGY3ODQyZSJ9.ZVzGrkxhEsH258rHvzbEo_d7t9jXWAFCPdiHEhS34co" class="fr-fic fr-fil fr-dib" width="988" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 24. Bulk email log</span></strong></p><p><br></p><p>The &#39;Request&#39; tab of the log will contain a link to the mail campaign the bulk email was created by, as well as the mailbox the bulk email was sent from and the reply address for this bulk email.&nbsp;</p><p><br></p><p>The &#39;Log&#39; tab will contain the number of total recipients that were set to be sent this mail, how many recipients actually received the mail and how many emails failed.&nbsp;</p><p><br></p><p>Each (individual) mail that is sent as part of a mail campaign will have a log in the &#39;Outgoing Log&#39; tab, the log here will give you more information on why the email has failed.&nbsp;</p><p><br></p><p>You can use the logs here to identify if a whole, or part of, a bulk mail has failed. If failed mails are identified within this campaign you can then find these mails in the outgoing log to obtain information on why each mail has failed.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Monitoring events&nbsp;</span></strong></p><p>Here you can see errors and warnings that have occurred in the backend services (excluding integration errors). The events that show here will be based on the severity level you have set for error notification settings, the higher the level the more error notifications/warnings you will receive. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYTgzNTUzLTc3NzAtNDdkNi1hMGZiLWRjNTZkMzNmZjQ5NCJ9.nrMpICRLCCm1UJ2ONo5AV0f0NAvAd8CogfkIT44t4o8" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 351.235px;" height="351"><strong><span style="font-size: 10pt;">Fig 25. Monitoring events log</span></strong></p><p><br></p><p>Here you will see the time the error occurred, the severity of the error as well as a message indicating what the error is.&nbsp;</p><p><br></p><p>In the figure 25 example we can see a warning is being generated every couple of minutes to indicate 4 emails have failed to process. In order to obtain information on why each of these mails have failed to process we will need to find these mails in the &#39;Outgoing Log&#39;, this can be done easily by filtering the outgoing log to only show failed or pending mails. An entry will show here for every notification sent to alert you to errors. Notifications will keep firing until errors have been resolved, so although you may have many entries in the monitoring events tab, these will likely relate to the same error.&nbsp;</p><p><br></p><p>The monitoring events tab is used as the first point of call when investigating errors. When errors occur in the backend services you will be notified (in line with your notification settings), the notification will not contain too much detail on the error so you will need to navigate here to the monitoring events tab. Once here you can see what in the system has failed/errored and when the error started to occur. Once you know what is failing you can check the appropriate logs for more information on why the event has failed.&nbsp;</p><p><br></p><p>You will also see column for Log Type and Related Log ID.</p><p><br></p><ul data-pasted="true"><li>Log Type - this can be used to identify what kind of event it is and where the logs can be viewed (e.g. Task Scheduler or Incoming Email).&nbsp;</li><li>Related Log ID - this contains the ID of the most recent log that triggered the event.</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Integration Errors</span></strong></p><p>Here, you can see any errors that have occurred for integration syncs. When information is attempted to be imported/exported to a third party application and this fails, a log will show here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNmU1NDQzLTAzNmEtNDY4OC04NmZlLWZkNWM4MTYwNmQzNyJ9.sfKxn2MrzK3_95B92tWMQ5QfFZBRIfqlqgSbYdojdd4" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 359.05px;" height="359"></p><p><strong><span style="font-size: 10pt;">Fig 26. Integration Errors log</span></strong></p><p><br></p><p>When previewing logs you will see the integration module the error is for, what entity has failed to sync and an error message.&nbsp;</p><p><br></p><p>If the error relates to a specific entity (such as a specific asset, client, user) clicking non the entry will take you to the profile of the entity.&nbsp;</p><p><br></p><p>The error message that displays here usually indicates why the sync has failed, however, you may need to check the Halo integrator or webhook (inbound/outbound requests) log for more information on the issue.&nbsp;</p><p><br></p><p>The monitoring events tab is used as the first point of call when investigating integration errors. When errors occur for integration syncs you will be notified (in line with your notification settings), the notification will not contain too much detail on the error so you will need to navigate here to the monitoring events tab. Once here you can see what in the system has failed/errored and when the error started to occur.</p><p><br></p><p><strong><span style="font-size: 12pt;">Integration Inbound Requests&nbsp;</span></strong></p><p>Here, you can see a log of all inbound requests from integration webhooks. Any integration that is syncing changes into Halo (inbound) using webhooks will create a log for each time they attempt a sync, here you will see a log for each successful/failed sync.&nbsp;</p><p><br></p><p><strong><em>Note: Syncs carried out by the halo integrator will not show here, these logs will show under the &#39;Halo integrator&#39; tab.&nbsp;</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNGQyNjA5LTdkZWMtNGQzZC05MjJjLTYwOWFkNzFkOGZiZiJ9.i21fX7mr3nrj3I3A8kZfcvCP9MCVe9XRBHgR38BKx4E" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 465.231px;" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 27. Integration inbound requests</span></strong></p><p><br></p><p>When previewing logs here you will see the integration module the log is for, the type of sync that occurred and when this occurred.&nbsp;</p><p><br></p><p>Click into a log to see more detail.&nbsp;</p><p><br></p><p>In the request tab we can see all the information about the incoming webhook. The URL tells us where the webhook has been sent from and the payload contains the payload of the incoming webhook. This will contain the fields that the webhook is attempting to update.&nbsp;</p><p><br></p><p>The response tab will contain the outcome/update that was made as a response to the webhook. If the request has failed to be processed an error message will appear here.&nbsp;</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjN2Y0MWRjLTAwMTUtNDg0YS04Y2NkLWY3MzY2N2M2ZWYyNSJ9.0Jx5y6jfJ0lgiRoWoSaZYlSAXl6INkr6Y-QI_VWvZVg" class="fr-fic fr-fil fr-dib" width="557" height="255"></strong><br></p><p><strong><span style="font-size: 10pt;">Fig 28. Inbound integration response&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Integration Outbound Requests</span></strong></p><p id="isPasted">Here, you can see a log of all outbound requests from integration webhooks. This includes any posts Halo makes to an integration&#39;s API, either using webhooks or runbooks. Each outbound request will create a log, here you will see a log for each successful/failed sync.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NTMxOGU2LTRkMGUtNDYzYi04ODBkLTRmZjJiZTNiNzZhMCJ9.fefvs3ap4RAM4RY0KbMSo3JngkDAU2m3maNRITur6Tc" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 436.035px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 29. Integration Outbound requests tab</span></strong></p><p><br></p><p>When previewing the log you will see the integration the log/request is for, the type of request that is being made (what entity is being updated) and when this request was made.&nbsp;</p><p><br></p><p>Click into a log to see more detail.&nbsp;</p><p><br></p><p>In the request tab you will see all the information on the outgoing webhook. The URL tells us where this webhook is being posted to and the payload section contains the payload of the webhook (the information that is being sent to the integration).&nbsp;</p><p><br></p><p>In the response tab you will see the outcome of the webhook, the body here will show you how the entity that is being updated has changed. If the request has failed to be processed the error will appear here. The figure 29 example shows the response of a webhook being posted to Xero to delete an invoice. Here we can see in the body the details of the invoice in Xero and how it has changed following the update from the webhook.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyNjcxZTRlLWVmNWUtNDA5YS1hNzc5LTA3Mjg4YmQzNDI4OCJ9.s9mwi7iqhe00z9iSQPgzl_QprDi8n2SADCtX-H2yHng" class="fr-fic fr-fil fr-dib" width="923" style="width: 925px; height: 700px;" height="700"></p><p><strong><span style="font-size: 10pt;">Fig 30a. Response following webhook to update invoice in Xero</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MmQyYzk5LWY5NGMtNGVkNy04MmI1LTA4Mjc0ZDc3NTg1NyJ9.KVgtzKcU4kk16haQhF8gT1vdmsX62RfUAEikHOvE1XQ" class="fr-fic fr-fil fr-dib" width="919" style="width: 921px; height: 391.776px;" height="392"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 30b. Section of response showing status of the invoice in Xero has been changed successfully</span></strong></p><p><br></p><p>This can be used to troubleshoot issues with outgoing webhooks/syncs, if an entity from an integration application is not being updated with information from Halo or is being updated incorrectly, you can come here to troubleshoot the issue.&nbsp;</p><p><br></p><p><br></p><p><strong data-pasted="true"><span style="font-size: 14pt;">Backend Service Monitoring for UAT Instances</span></strong></p><p>Backend Service Monitoring can be enabled with additional controls in UAT environments to prevent the overlap of services. From this version you will be able to enable the setting &quot;Instance is a live UAT. Allow some automated backend processes&quot; in the configuration tab of your Backend Service Monitoring. When enabled you will be able to &quot;Enable outgoing emails and sms&quot;, and &quot;Enable incoming emails&quot;. &nbsp;</p><p><br></p><p><strong><em>Note: To use these settings you must have separate mailboxes configured in each instance.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxODM4ZTY5LTkyYTAtNDEwOC1iN2Y3LTY5ZmNkMTc2YTFmYyJ9.KsXXvYXAYyIH_eis0dyl3tm-A-j53vR6JmSezSb2qcY" class="fr-fic fr-fil fr-dib" width="959" style="width: 961px; height: 470.604px;" height="471"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 40. Backend Service Monitoring controls</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Common Errors</span></strong></p><p>For a breakdown of some common errors that can be found in the logs here, along with their resolutions, see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2477/" id="isPasted" target="_blank" rel="noopener noreferrer">Backend Services: Common Errors, Causes and Resolutions</a>.&nbsp;</p><p data-pasted="true"><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 id="isPasted"><strong>- What is the PagerDuty Integration?</strong></p><p><strong>- How to set up the PagerDuty integration&nbsp;</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the PagerDuty Integration?</span></strong></p><p>PagerDuty can be integrated with your Halo instance to have incidents sync between PagerDuty and Halo. This integration syncs two-way so updates in Halo will sync over to PagerDuty and vice versa.&nbsp;</p><p><br></p><p><strong>IMPORTANT: This integration previously relied on NHServer, this is now deprecated and the integration can be setup using webhooks instead.&nbsp;</strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to PagerDuty</span></strong></p><p>First, head to Configuration &gt; Integrations and enable the PagerDuty module.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiZjZlMTQ0LTA4YWItNGFmYS05NTgxLWNkNjE5OTIyNTE4NiJ9.VTSrZapEUZ2AJCjxKZpmyl_ce5JDWjSQOrOQ1fLxhVk" class="fr-fic fr-fil fr-dib" width="154" style="width: 156px; height: 126.507px;" height="126"></p><p><strong><span style="font-size: 10pt;">Fig 1. PagerDuty module</span></strong></p><p><br></p><p>Once enabled open up the module to see the setup page. Here, you will need to enter an API key to connect to your PagerDuty instance.</p><p><br></p><p>Head to PagerDuty &gt; integrations tab &gt; API access keys, hit create new API Key.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzMDBiNTFjLTY2N2YtNDkyMi1iYmZhLWJmOGZhN2RhMjFjMCJ9.n7xCyyiIcjpn4Q1uqhcXY7I_u5-SByQP6jAPRlai56k" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 497.045px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 2. Create new API key (existing keys have been redacted here)</span></strong></p><p><br></p><p>Give the key a name and ensure it has full access, once saved you will be given the key, copy and paste this onto a clipboard (once this window is closed the key will no longer be visible).</p><p><br></p><p>Now you have the key head back to the integration setup page in Halo and enter the key into the &#39;API Key&#39; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0Njg4NjgxLTgxMjgtNDY1Ni04YWYyLWE5OGUyM2E1MmVkNCJ9.R-kXAgltTo47lw7OLRlhtqsPyAspouK88kc5JPiGzBg" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 737.683px;" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 3. PagerDuty setup page</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Webhooks</span></strong></p><p>Now we will configure the webhooks for this integration. The webhooks will update the ticket in Halo when the following events occur on the incident in Pager Duty:</p><p><br></p><p>- Incident is created in PagerDuty</p><p>- Incident is acknowledged in PagerDuty</p><p id="isPasted">- Incident is resolved in PagerDuty</p><p id="isPasted">- Incident is re-opened in PagerDuty</p><p id="isPasted">- A note is left on a ticket in PagerDuty</p><p><br></p><p>&nbsp;The webhooks will update the ticket in PagerDuty when the following events occur on the ticket in Halo:</p><p><br></p><p>- Ticket is created in Halo</p><p>- Ticket is responded to in Halo</p><p>- Ticket is resolved in Halo</p><p>- Ticket is re-opened in Halo</p><p>- A note is left on the ticket in Halo</p><p><br></p><p>To set the webhooks up set the &#39;Webhook Method&#39; field to &#39;Webhooks&#39;.</p><p><br></p><p>Now head back into PagerDuty &gt; integrations &gt; Generic Webhooks (v3) New webhook.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxNzFhNWYwLWIwZDUtNDllOC04MDFiLTJmMjEzMmZkYjAwYSJ9.BfcdeKOrhfD7MdQCU4Z82ZeJe-H9kEuXJdt3V73H_HE" class="fr-fic fr-fil fr-dib" width="923" style="width: 925px; height: 604.408px;" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 4. New Webhook in PagerDuty</span></strong></p><p><br></p><p>In the &#39;Webhook URL&#39; field enter the following: <a data-fr-linked="true" href="https://woohooo123.halopsa.com/" id="isPasted">https://YOURHALODOMAIN.com</a>/api/notify/PagerDuty</p><p><br></p><p>Set &#39;Scope Type&#39; to be &#39;service&#39;. Then choose which service you would like this webhook to trigger for in the &#39;scope&#39; field.&nbsp;</p><p><br></p><p>Each checkbox in the &#39;event subscription&#39; list will determine what events cause this webhook to post to Halo. Ensure the following events are checked:</p><p><br></p><ul><li>incident.triggered</li><li>incident.acknowledged</li><li>incident.resolved</li><li>incident.reopened</li><li>incident.annotated</li></ul><p>Now hit &#39;Add Webhook, you will be given the webhook signature in the following popup, copy this to a clipboard as this will no longer be accessible once you close the window.&nbsp;</p><p><br></p><p>If you would like incident updates to sync for multiple services in PagerDuty you will need to create a webhook for each service.&nbsp;</p><p><br></p><p>Now we have created the webhook in PagerDuty we will need to finish the setup on the Halo side.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Service Mappings</span></strong></p><p>Now you will need to map a service in PagerDuty to a ticket type in Halo. This will determine what service an incident is logged against in PagerDuty when this ticket type is raised in Halo.&nbsp;</p><p><br></p><p>Add a mapping to the table, set the fields shown in figure 5.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0ZTM0N2JmLTBmZTctNDU1MS04NzZiLWZmMDA2NTg1Zjg4MyJ9.J91A0e-6zGw25ATddJqYqNrNPMFjuJOyopTKJI61WY0" class="fr-fic fr-fil fr-dib" width="489" style="width: 491px; height: 634.562px;" height="635"></p><p><strong><span style="font-size: 10pt;">Fig 5. Service mapping fields</span></strong></p><p><br></p><p><strong>Service</strong> - This determines what service in PagerDuty this mapping relates to, when an incident for this service is synced into Halo the criteria in this mapping will apply.&nbsp;</p><p><strong>Default&nbsp;</strong><strong>Ticket&nbsp;</strong><strong>type</strong>- This will determine what ticket type will be created in Halo when an incident under this service in PagerDuty is created.&nbsp;</p><p><strong>Default&nbsp;</strong><strong>Agent</strong>- Will determine which agent is used to create an incident in PagerDuty when a ticket is created by a Halo user in the portal.&nbsp;</p><p><strong>User for new tickets</strong>- Will determine who is the end user of a ticket for tickets created in Halo from PagerDuty.&nbsp;</p><p><strong>Don&#39;t sync User created Tickets to PagerDuty</strong> - When enabled any tickets created by users (via email or the portal) will not sync to PagerDuty.</p><p><strong>Description for new incidents</strong> - This will populate the description field of new tickets in Halo created from PagerDuty.</p><p id="isPasted"><strong>Webhook Signature</strong> - Paste the webhook signature copied earlier from the webhook here.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting PagerDuty email&nbsp;</span></strong></p><p>Now you will need to head into your agent account &gt; integrations tab, here there will now be a &#39;PagerDuty Email&#39; field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMGE1N2FjLWY3YjgtNGExZS1iMmVhLWYxNDI4MzhiNjIxMCJ9.yIx6lJLVofOTGZo9TjX3-Ou9jAPoUTBu5mw1KCgh48M" class="fr-fic fr-fil fr-dib" width="473" style="width: 475px; height: 481.496px;" height="481"></p><p><strong><span style="font-size: 10pt;">Fig 6. PagerDuty Email field against agent</span></strong></p><p><br></p><p>Here, you will need to enter the email used for your user account in PagerDuty. If the agent who raises the ticket does not have this field set the sync will not be able to take place.&nbsp;</p><p><br></p><p>Each agent that raises tickets to be sent to PagerDuty will need to have this field populated as this allows PagerDuty to link the incident raised to the appropriate agent.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Configuring Tickets to sync to PagerDuty</strong></span></p><p>Now you have set up the connection between Halo and PagerDuty you will need to add some additional fields to your ticket type to allow it to sync to PagerDuty. Alternatively you may want to create a new ticket type, specifically used for logging incidents to PagerDuty.&nbsp;</p><p><br></p><p id="isPasted">It is possible to send across both the source and severity of the issue to PagerDuty. The source can be synced by making your source field visible on the new ticket screen. There are then 4 severity values that can be synced. These are Critical, Warning, Error and Info. If a ticket is given a priority description matching one of these 4 values, the severity will be set accordingly.</p><p><br></p><p>If the incident is successfully created in PagerDuty, a field will be visible on the ticket highlighting the incident ID in PagerDuty. This is hyperlinked, so you can click this ID and the Incident will be opened in a separate tab.</p><p><br></p><p>Head to configuration &gt; tickets &gt; ticket types &gt; select your PagerDuty ticket type &gt; field list, here you will need to add the following fields:</p><p><br></p><ul><li>PagerDuty Service - This will allow you to select what PagerDuty service this ticket corresponds to.</li><li>Send To PagerDuty - When checked, this ticket will be sent to PagerDuty.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1MDk3ZDM2LTY4YjEtNDRlOS04MGIzLWZhMzk2ODM2OWU5YSJ9.yMMN0M_LbIe0gFGZnthmszSTbvptzxQH2MoF-LR16xs" class="fr-fic fr-fil fr-dib" width="1053" height="422"></p><p><strong><span style="font-size: 10pt;">Fig 7. Field List for the ticket</span></strong></p><p><br></p><p>The &#39;Send to PagerDuty&#39; checkbox is off by default and must be checked on to sync. To have this on by default head to the defaults tab within the ticket type and enable &#39;Send To PagerDuty&#39;. You will also see a setting here to set the default service populated in the &#39; PagerDuty Service&#39; field.&nbsp;</p><p><br></p><p>If you would like &#39;lock&#39; the &#39;send to PagerDuty&#39; checkbox on so these tickets are always synced, ensure the default is set to be on, then you can edit the field so that the field is visible to agents but cannot be edited (or you can hide the field altogether).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0ODQxNDQ3LWY2NTgtNDY0My04MGZlLWIwMmM1MzNhN2VjNyJ9.IT1Ubr2cUbP7KwtX6KC51nTF5i2zEeMPi7bcZnfsAEA" class="fr-fic fr-fil fr-dib" width="519" style="width: 521px; height: 458.444px;" height="458"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting field visibility</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Updating Incidents in PagerDuty from Halo</span></strong></p><p id="isPasted">Once an incident is successfully created in PagerDuty, we can post many other updates across to the incident, including acknowledgements, resolutions and notes. Acknowledgements and resolutions happen automatically when a synchronized ticket is responded to or resolved in Halo. You will receive a message informing you whether or not this was successful.</p><p><br></p><p>Adding notes to incidents in PagerDuty is very similar to syncing the incident in the first place. To do this, you need to add the &ldquo;Send to PagerDuty&rdquo; field to any action you&rsquo;d like to push the notes for.</p><p><br></p><p>If the notes field is blank, or your action does not use a notes field, then the action will not be posted. Notes can also only be synced by technicians who have an account with a matching email address in PagerDuty.</p><p><br></p><p><strong><span style="font-size: 12pt;">Configuring Actions to Sync to PagerDuty</span></strong></p><p>Actions using the field &#39;Note&#39; can be synced from Halo into PagerDuty, these will be stored as Notes in PagerDuty.&nbsp;</p><p><br></p><p>Head to configuration &gt; tickets &gt; actions &gt; new action &gt; field list. Here, add the &#39;Note&#39; and &#39;Send To PagerDuty&#39; fields to the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4YzM4OTk0LTU0MzgtNDQwNi05MDRjLWJiOTQwNWU2YzY2MiJ9.aG_x4atzrJPowaoHY5_Hn69cqEU-yCXZMdCisgbm4Kw" class="fr-fic fr-fil fr-dib" width="850" style="width: 852px; height: 413.634px;" height="414"></p><p><strong><span style="font-size: 10pt;">Fig 9. Fields to add to action</span></strong></p><p><br></p><p>You can add other additional fields to this action but only the &#39;Note&#39; field will sync across.&nbsp;</p><p><br></p><p><strong><em>Note: Other note fields such as &#39;Private note&#39; will not sync.</em></strong></p><p><br></p><p>Then head to the defaults tab and enable &#39;Send To PagerDuty&#39;. Now just ensure this action is on the workflows for the ticket type it will be used on.&nbsp;</p><p><br></p><p>Now, when this action is used on tickets linked to a ticket in PagerDuty this note will now be synced across.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Testing the Sync</span></strong></p><p>Now we will walk through how to test the integration is successful.&nbsp;</p><p><br></p><p>Create a new ticket in your Halo instance (the ticket type must contain the PagerDuty fields).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjN2M1YjFjLTdhNjMtNGUxNi05OGM3LTZkZjQ2YTcxZDM5NSJ9.nhXRUFTKJixjrIsHpLMPXBGr4GqZh2Q7b_tmLS0FUko" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 510.954px;" height="511"></p><p><strong><span style="font-size: 10pt;">Fig 9. Raising new ticket</span></strong></p><p><br></p><p>In the figure 9 example you will see I have chosen which PagerDuty service this ticket relates to and enabled the &#39;send to PagerDuty&#39; checkbox. Once I submit the ticket a pop-up containing &#39;New Incident created in PagerDuty&#39; will appear.&nbsp;</p><p><br></p><p>If I head into my PagerDuty I can see an incident has been created under this service. If I leave a note on this incident in PagerDuty, this will be synced back to Halo.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNWE2MmE4LTgyMWUtNDAzZS05NDY3LTM2YWY1NWFlODg3OCJ9.qcHJOmLKSWaTIXYr5paBk73x73V1rxX0_nhi7G3W7Dk" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 440px;" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 10a. Note in PagerDuty</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYTllODg1LThlNTYtNDlkMy05ODJmLThhZDE4YjNlNDZjNCJ9.PfZtjzA18ieXr-OqPRP58Dap4Jg-8pZyA16F5pRCJi8" class="fr-fic fr-fil fr-dib" width="838" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 10b. Note in Halo</span></strong></p><p><br></p><p>Lets try the other way. I will now create an incident for a service in PagerDuty.</p><p><br></p><p>A ticket has been created in my Halo for this incident. The ticket has ticket type alert and is assigned to &#39;General User&#39; as this is what I specified in my service mappings. The assigned team and agent for the ticket will be taken from the ticket type.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0YWQ3NTA5LTJkMmItNDRlMC1hZjdhLTgxMTgwYmU3OTMzZCJ9.rATqgWN9nyzaZ0SRlUns_0cxBGJ9eZA4E6XWFI5GT70" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 524.178px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 11. Ticket created in Halo from PagerDuty</span></strong></p><p><br></p><p>Now if I complete a note action on the ticket in Halo, this will add a note to the incident in PagerDuty. (Ensure the action you are using has the &#39;Send To PagerDuty&#39; field set.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0Y2NiNzI4LWU5MzktNGI3ZS04MmI5LTc4NzQ0NTdhODIyMyJ9.uloE0mP-jsKeuHEwGRYV1X5_OKQnkuGDAgNDRAKYjao" class="fr-fic fr-fil fr-dib" width="1104" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 12a. Completing note action on ticket in Halo</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1MWViY2EyLTMwNmItNDE0ZC05ODFlLTQyNDJlNDdiNDU1YiJ9.3qlaGIxL7nkP6hEbK5vSFHqMJWiYYRK0Upd4kocrmdI" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 490.132px;" height="490"></p><p><strong><span style="font-size: 10pt;">Fig 12b. Note synced into PagerDuty&nbsp;</span></strong></p><p><br></p><p><br></p><p><strong><em>Note: The webhooks in PagerDuty do contain a &#39;Test&#39; functionality, we do not recommend testing this way as this will not create a ticket in Halo for an incident. &nbsp;</em></strong></p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Configuring your Teams</strong></p><p><strong>- Showing Department on the Team Dropdown</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring your Teams</span></strong></p><p>To configure your Teams go to the Teams and Agents configuration area and hit Teams.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMDc1MmMxLTgyZjAtNGIxNC05MGQ5LTUzYjA0ZGNlMjUwOCJ9.DvPGQ1OZia5GZIQv2GoIPKbbmryPkxaa0zH9bfA_ofQ" class="fr-fic fr-fil fr-dib" width="96" height="122"></p><p><strong><span style="font-size: 10pt;">Fig 1. Teams module.</span></strong></p><p><br></p><p>When adding a Team to this list, you will first be presented with the option to add in core details against the team including the name, main email address and any team-specific notes. Beneath these fields you will find options to specify what types of ticket this team is used for (Tickets, Projects or Opportunities):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiZTFhZTliLTZmOGMtNDJkNy05MzVmLWVlOGI2Yjc3NzMzZCJ9.WHO8aNdBpxhSyu3P27qgCmky4kDOG3EC7c-Q0FqbDtw" class="fr-fic fr-fil fr-dib" width="434" height="510"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmMDk1NDFhLWM3NjctNGYyNC1iODdlLTMwNTY1MzExMTE5NSJ9.ACVtltbzzbFtaTQwoydSF7hJ6RdBeaZFj_h_ZH-FOjo" class="fr-fic fr-fil fr-dib" width="446" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 2. New Team screen.</span></strong></p><p><br></p><p>Note the setting &quot;Team is Active&quot;. You will see this option for Teams/Agent and also for Clients/Sites/Users. By marking an entity as inactive, you can remove it from the UI without the need to permanently delete the information from the database.&nbsp;</p><p><br></p><p>Once the Team has been created, the last step is to add in your Agents. You will find an &quot;Agents&quot; tab available upon creating your Team with the option to add to this list. When adding Agents to a Team, you are presented with the below options.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNDA3ZTIyLWU5NjItNGNlZS04ZTgwLWNiMmU4YjFlNzc1MSJ9.B-GIuBtyqUWMothz0g6yfZeVJJkuJPjlg4knx8EjXcE" class="fr-fic fr-fil fr-dib" width="705" height="536"><span style="font-size: 10pt;">Fig 3. Adding Agents to a Team.</span></strong></p><p><br></p><ul><li><strong>Can be assigned to</strong> - Determines whether the Agent has a physical queue within the Team. When enabled, they will be given their own physical queue under that team, leaving it unticked just gives them visibility of the team without having their own queue.</li><li><strong>Exclude from Team auto-assignment</strong> - Excludes the Agent from being automatically assigned Tickets via Load Balance or Round Robin.</li><li><strong>Is a Team Leader</strong> - Determines whether they are the Team Leader of the given Team. If they are a Team Leader they can access the Team Settings, which is a module where they can make minor changes to the Team Settings. Team leaders are able to edit the details and preferences of Agents in their Team if &quot;Allow Team leaders to edit Agent preferences&quot; is enabled in Configuration &gt; Advanced Settings.</li><li><strong>Can see Unassigned Tickets for this Team&nbsp;</strong>- Determines whether or not the Agent can see Unassigned Tickets for the Team.</li><li><strong>Can see Tickets assigned to other Agents in the Team&nbsp;</strong>- Determines whether Agents can see Tickets assigned to other Agents in the Team.</li><li><strong>Exclude Agent from Resource Booking calendar</strong> - Excludes the Agent from the Resource Booking calendar.</li></ul><p><br></p><p>You can check who belongs to which team under the organisational chart under Configuration &gt; Organisation &gt; Organisational Chart.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzYWFlNzE1LWVjZTEtNGU2Ny05NDMzLWI4ZjVlOTJiNzdlZSJ9.r9X-nNh48bu0SPkVDoFl6cvmXz2OZCs4N7SYB9Pf-qI" class="fr-fic fr-fil fr-dib" width="1054" height="756"><span style="font-size: 10pt;">Fig 4. Organisation chart.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Showing Department on the Team Dropdown</span></strong></p><p>Within a ticket, the team the ticket is assigned to is shown. Within this dropdown, the department the team is under can be shown by enabling the below in Configuration &gt; Tickets &gt; General Settings. This can be useful if you are within a larger organisation who wants to see each layer of the structure.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxN2RhNGMxLWVjNjgtNDE3Yy04N2FhLTM4ZjE0ZDEwYTdiMSJ9.O-heI7-yB-YaO_ER9BOI7yCFCzWSfnZrBDuKqWShN8c" class="fr-fic fr-fil fr-dib" width="470" height="36"></p><p><strong><span style="font-size: 10pt;">Fig 5. Enabling department/team relationships.</span></strong></p><p><br></p><p>When assigning or re-assigning, the dropdown will appear like the examples below. The first is if &quot;Assign/re-assign dropdown behaviour&quot; in Configuration &gt; Tickets &gt; General Settings is set to &quot;Team and Agent in separate dropdowns&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4ZWVmZjJiLTQ5ZDUtNDY0MS1iMjhiLWY1NTI0ZDkxYzc4ZiJ9.Ebt0Vk3LJGFhfS8WA_g8OaM02vbuyfv4gya2RZct0v8" class="fr-fic fr-fil fr-dib" width="245" height="264"></p><p><strong><span style="font-size: 10pt;">Fig 6. Team dropdown with departments.</span></strong></p><p><br></p><p id="isPasted">The second is if &quot;Assign/re-assign dropdown behaviour&quot; in Configuration &gt; Tickets &gt; General Settings is set to &quot;Single dropdown for Team and Agent selection grouped by Team&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1NDY1YmNkLTc4NzEtNGE4NC1iNGQxLWQ5ZTA5YjljNjgxNCJ9.tzp8c-y-jsI9KsF09zn-1vrzqXMSG5iFjOdOgiTyxa8" class="fr-fic fr-fil fr-dib" width="237" height="282"></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 7. Combined team dropdown with departments.</span></strong></p><p><br></p><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; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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 and configuring News articles</strong></p><p><strong>- News Article Drafts</strong></p><p><strong>- Showing Recently Created Articles on the Self Service Portal</strong></p><p><strong>- Publishing Articles Using Unique Links</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling and configuring News articles<br></span></strong></p><p>Within the knowledge base area of Halo you can create news articles. News articles can be limited by start and end date of access, you can display recently created news articles on the portal home page, and have a separate knowledge base area specifically for news article FAQ lists. The main areas of configuration which are mentioned in this article are: Knowledge Base, Self Service Portal, Ticket Types. It is also possible to send people (not users) links to specific news articles from within the portal, configuring your news articles in this way is detailed in the below guide.&nbsp;</p><p><br></p><p>To enable the news article functionality, navigate to Configuration &gt; Knowledge Base and check on the setting &quot;Enable News Articles&quot;:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhNmI1NDMwLTliYzEtNGU5Ni1hNDY4LWMyZGU2NmEzY2M0MiJ9.z9cj-dUBn_Kme4-GcwE7sTblQZU5knztyXJOn7hpjCA" class="fr-fic fr-fil fr-dib" width="695" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling The News Article Functionality in Halo</span></strong></p><p><br></p><p>Now when you create articles from the knowledge base area of Halo, there will be a new button for creating news articles:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MDA5MWE0LWExMzEtNDJlMC1hNjAwLTRlMDYyN2JmYTg1OCJ9.GWJOxCrLNOraP5exb6PvYaTYZ-x1mQfWbqkYvGAFw0A" class="fr-fic fr-fil fr-dib" width="1326" height="805"></p><p><strong><span style="font-size: 10pt;">Fig 2. The Screen Displayed in the Knowledge Base area of Halo when the &quot;Agent app KB area view&quot; is set to: FAQ List Tree (This area view setting is found within Configuration &gt; Knowledge Base)&nbsp;</span></strong></p><p><br></p><p>Within Knowledge Base configuration, if your &quot;Agent app KB area view&quot; is set to &quot;KB Search Screen&quot; you will still have to select the article type to be &quot;News Article&quot; when creating news articles from the KB area of Halo.</p><p><br></p><p>Just like the FAQ lists that can be created for articles, you can also create news article FAQ lists which have the same abilities: FAQ groups, and user restrictions on news article access. The creation of news articles can be a ticket driven process, allowing input from multiple agents, etc, before being published to your portal. This can also be configured in the knowledge base module of configuration:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZTcyOGM4LTk0NzMtNGJlNS1iOGQ1LTc0NDJhNTE5Y2E2YyJ9.piZhBW9Ksjtxi55UGmUCmBGllzZg3wKyzJkBXXWcgGE" class="fr-fic fr-fil fr-dib" width="318" height="132"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting a Ticket Type for News Article Drafts (This setting is only visible if news articles are enabled)</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding Additional fields to news articles</span></strong></p><p>When configuring news article FAQ lists or article FAQ lists, you can set additional fields against articles that exist under that FAQ list, for example you may want to link a website to the news article that exist under a certain FAQ list, this can be achieved through a <a href="https://usehalo.com/haloitsm/guides/1938/" rel="noopener noreferrer" target="_blank"><strong>custom field</strong></a> that is of Entity: Ticket and Input Type: URL</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5YWUxZTg1LWQxNjMtNDE0Mi1iMTQ1LTQzOTlkNGZlYjBmYiJ9.toeYjx-SuG9oFtxMeSSGEgIhzh33-SDd8TXYgPFrekI" class="fr-fic fr-fil fr-dib" width="613" height="722"></p><p><strong><span style="font-size: 10pt;">Fig 3. URL Custom Field</span></strong></p><p><br></p><p>Then on the news article FAQ list, you can add this as an additional field, so that the news article existing under this FAQ list will have the link to the specified website:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MWI0MmE4LWNlYzgtNDE5YS05N2JhLWJjOGZhMDEzMGQ4NiJ9.Fq5EUDYhKlIzO9RzwgGRXQ1uhyDnDFhcMj9yhV2c9i0" class="fr-fic fr-fil fr-dib" width="1468" height="406"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding Additional Fields onto the FAQ List</span></strong></p><p><br></p><p>After adding this news article to the specified FAQ list, you will be able to input a URL to this additional field:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhZjg5OWRjLWQxYWQtNGY3OC1iOWE3LWNhZDI3NWY1MmY5MyJ9.rSGMIrrLakuXUlTvx9B9l8u0JNCM81zxy827mkZWFFk" class="fr-fic fr-fil fr-dib" width="1682" style="width: 1684px; height: 780.649px;" height="781"></p><p><strong><span style="font-size: 10pt;">Fig 5. Populating the Additional Field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">News Article Drafts</span></strong></p><p>To implement a news article draft ticket type, you can create a new ticket type and include the following fields in the field list. The summary of the ticket will be the name of the article when you publish it (Refer to the <a href="https://usehalo.com/haloitsm/guides/2047/" rel="noopener noreferrer" target="_blank"><strong>Article Drafts</strong></a> guide for further information on configuration):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5NWQ2MTg0LTE0ZmQtNDNmOS04YzgxLTIyZGFhODNlMDAzMCJ9.O-lBsf7b9fiSoF780D6nE2Lhh4Tnly5SrcKgpFxFs4E" class="fr-fic fr-fil fr-dib" width="1545" height="881"></p><p><strong><span style="font-size: 10pt;">Fig 6. The Required Field List for News Article Drafts</span></strong></p><p><br></p><p>It is recommended to split the news article drafts and article drafts into separate ticket types, so that there is a clear distinction between the two when viewing your ticket lists. It may be of use to create a list that is for the article and news article drafts, or configure your column profile to group by ticket type:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0NWE2NDRkLWI3M2UtNDAyYS1iZjQyLTdhMGUwMjY5NjEzZCJ9.FGC52uebHr2OqlrIkpmcoLmzZb0YlvKRTY2M6CwV2bM" class="fr-fic fr-fil fr-dib" width="683" height="421"></p><p><strong><span style="font-size: 10pt;">Fig 7. Grouping By Ticket Type</span></strong></p><p><br></p><p>In order to enforce the article type being selected, it is important to set the &quot;Agent New Ticket Screen Visibility&quot; of the Article Type field to &quot;Visible - Required&quot; (The modal window shown below is found by clicking on the pencil icon of the article type field in the field list of the ticket type):&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5YmMyZTEwLWNlODctNDc4OS1hN2ExLWEyMmUzOGVhMmQwMCJ9.9KJLkGvAb0kraAX3PsDJB1a_ZEtgPkl8usEXbWBRwns" class="fr-fic fr-fil fr-dib" width="677" height="612"></p><p><strong><span style="font-size: 10pt;">Fig 8. Field Visibility for the Article Type Field</span></strong></p><p><br></p><p>Articles and news articles have the ability to be reviewed and there is also the option to enable article versioning. Navigating to Configuration &gt; Self Service Portal, you will find more settings related to news articles.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Showing Recently Created Articles on the Self Service Portal<br></strong></span></p><p>If there is a constant stream of news articles being created in your Halo instance, it will be worthwhile enabling the below setting so that users can view any recent news relevant to them:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NjQ2YWRjLWU5YjEtNDAzNi04NDY0LTYyOWM0YThmZmY1NCJ9.WIs5dVVw0tsi-wu7kSLbLVOVCvGgVs7FzBujR0Ea64s" class="fr-fic fr-fil fr-dib" width="325" height="58"></p><p><strong><span style="font-size: 10pt;">Fig 9. Option for Showing Recently Created News Articles</span></strong></p><p><br></p><p>If the above setting has been checked on, you will notice a section called &quot;news&quot; when you are on the self service portal home page. This section will contain the top 5 recently created news articles (This will take the top 5 news articles be based off of the 5 most recently created articles based off of the date the article was created):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhNTRhMjBhLTQ1MzItNDZiOS05MzQ5LTlkY2Y5MGM4YWNiZCJ9.jtt6my_lnW94scw7TfvX0HLEDfCodqSGuVd5C2MJeoA" class="fr-fic fr-fil fr-dib" width="1679" style="width: 1681px; height: 792.408px;" height="792"></p><p><strong><span style="font-size: 10pt;">Fig 10. Recent News Articles Showing on Portal</span></strong></p><p><br></p><p>You can also add a menu button (from within Configuration &gt; Self Service Portal) specifically for the news articles in your Halo. News articles will be displayed by date, with the newest showing at the top of the list:&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwOTEwYzFlLWE1Y2MtNDQ2Ny04ZTFhLTE3YjdlMjk2YzU3NiJ9.KmiW4ojxGibKJW4EelEWSQiyP-oZvl8minbNNRVR4Ro" class="fr-fic fr-fil fr-dib" width="1032" height="346"></p><p><strong><span style="font-size: 10pt;">Fig 11. News Articles Menu Button</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Accessing News Articles Without Sign In</span></strong></p><p>In order to direct users to news article links without requiring sign in, you can send them to the desired ID from within the knowledge base area of the portal. The following option can be turned off, which will allow anyone to access your knowledge base in Halo:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYTEwMTA4LTZlMzQtNGQyMC04YTdiLTE5N2RiMzdmNTE3OCJ9._FPPgjP4XCiqOcjDyW22ryggvhenPKPTcKTjmBXoxSg" class="fr-fic fr-fil fr-dib" width="361" height="49"></p><p><strong><span style="font-size: 10pt;">Fig 12. Disabling Login Requirement for Knowledge Base on the Self Service Portal</span></strong></p><p><br></p><p>It is <strong>NOT&nbsp;</strong>recommended to allow users to access the whole portal without login, instead only allow them to access the knowledge base without login, this is for the following reasons:&nbsp;</p><p><span style="color: rgb(255, 0, 0);"><strong>When anonymous user access is enabled more api endpoints will no longer require authentication. This includes Creating Tickets, listing Fields, Field Values, Categories, Services, Ticket Types and enabled Features. If the application is publicly accessible anyone will be able to access this data.</strong></span></p><p><br></p><p>When directing people (not users) to news articles via links, you will <strong>NOT&nbsp;</strong>be able to send them to https://{\YOURHALODOMAIN}/portal/news as the access is restricted. Alternatively you can direct them to the knowledge base menu followed by the ID of the article (Article ID&#39;s are unique for both news articles and knowledge base articles). Article ID&#39;s can be found at the top of the article:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkZWUyMWFmLTI1MWUtNGMyNy04NjU0LTJiZTc2OGY0MzExNCJ9.oyuSwGTXOHeUHa7aRvXgxon0b__NzBRgug-5XFV0HME" class="fr-fic fr-fil fr-dib" width="719" style="width: 721px; height: 380.034px;" height="380"></p><p><strong><span style="font-size: 10pt;">Fig 13. Finding The Article ID</span></strong></p><p><br></p><p>The correct link to send non-users to would be <strong>https://{YOURHALODOMAIN}/portal/article?id={ID} (Or kb?id={ID} if you would like the FAQ list to appear down the side as shown in Fig 14.)</strong>, this will allow them to view the news article from within the knowledge base area without logging in:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0MTAwYTJkLTVkYTgtNDBjNy1hMzA5LTdlMDU3NmQyOTM4NiJ9.A-T-ISFhJN1cPRdOWmqYhp3eA9j2mWYVMPmQKpc42LM" class="fr-fic fr-fil fr-dib" width="1206" height="668"></p><p><strong><span style="font-size: 10pt;">Fig 14. No Login Required to View the News Article</span></strong></p><p><br></p><p>If dates are to be limited for news article visibility (<strong>Fig 1.</strong>), you will have the following fields when configuring news articles:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1NzljYzQyLTE2NzctNGQyYS1iNTU0LWNiODIyMzg2NTc1NyJ9.9Hejp6IUST3vFWZmj_KiE6xLRStxYErVHfobb_h5-ms" class="fr-fic fr-fil fr-dib" width="612" height="109"></p><p><strong><span style="font-size: 10pt;">Fig 15. Start and End Date for Article Visibility</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Publishing Articles Using Unique Links</span></strong></p><p>This type of configuration is found per article when enabled. This is separate functionality from the system use: &quot;Publish Article&quot;.</p><p><br></p><p><span style="font-size: 11pt;">Within Configuration &gt; Knowledge Base you can enable the publishing setting:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MmQyMDdhLTMxYTgtNGU1ZC05MzNmLTU5ZjFmOGIyYjQyMCJ9.9-OgJ9nsJWnN0vhFekxgMPGzkvOwuJwDcGWz8PhAlKk" class="fr-fic fr-fil fr-dib" width="298" height="49"></span></p><p><span style="font-size: 10pt;"><strong>Fig 16. Enable article publishing</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p id="isPasted" 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;"><span style="box-sizing: inherit; font-size: 11pt;">After enabling this setting and editing a knowledge base article you&#39;ll have a Publish Articles tab near the bottom of the page:</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; 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.eyJpZCI6ImQyNGI5YzRkLTg3YWYtNGY2OS1iMTE1LWY5NjA1M2Q4ZWQ5ZiJ9.cySccDxoAikcSe2BOBa-Wr64KavCbFTNIlmDgyf66vA" class="fr-fic fr-fil fr-dib" width="227" height="145"></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 17. Create Permalink Button</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;"><span style="box-sizing: inherit; font-size: 11pt;">clicking create permalink should display a confirmation text below and the table will be hidden. After saving, in the read mode there should be a &#39;Permalinks&#39; tab which should display every current permalink for that article:</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; 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.eyJpZCI6IjkxNThkY2JkLTkwODYtNGUwYi1iMmMzLTJjZGIxZjYyNmVlMCJ9.74XLQYJVaQaYhaoFEmK0nWqn6UrNPRc_M4PavB6sAho" class="fr-fic fr-fil fr-dib" width="964" style="width: 964px; height: 276.187px;" height="276.187"></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 18. Permalinks</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;"><span style="box-sizing: inherit; font-size: 11pt;">When creating a new version (Visible if &quot;Enable Article versioning&quot; is turned on) the link should essentially transfer over the links to the new one.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="box-sizing: inherit; font-size: 11pt;">Without being logged into the portal and having the option &quot;Require Users to Log in to Access the Knowledge Base&quot; turned on, go to the generated link and you should be able to see the article. The articles will no longer be accessible for anonymous users, but if you send that link, they will be able to access specific articles without a login.</span></p>

<head><style> .chartjs-size-monitor { display: none !important; height: 0 !important; overflow: hidden !important; }p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; 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display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- What is the Ready For Invoicing area?</strong></span></p><p><span style="font-size: 11pt;"><strong>- Subsections in the Ready for Invoicing Area</strong></span></p><p><span style="font-size: 11pt;"><strong>- Filtering Invoices</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong></span><strong>Creating Invoices</strong></p><p><span style="font-size: 11pt;"><strong>- Deleting and Editing Invoices</strong></span></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Ready for Invoicing area?&nbsp;</span></strong></p><p><span style="font-size: 11pt;">The Ready for Invoicing area is a subsection of the Invoices module. This area is used to create invoices for the various billable entities in Halo. This is where you will initiate the billing process, creating invoices that sync over to your third party accounts system.</span></p><p><br></p><p><span style="font-size: 11pt;">The area is divided into multiple subsections, categorised by the entities that need billing.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">The sections include:</span></p><ul><li style="font-size: 11pt;">Recurring Invoices</li><li style="font-size: 11pt;">Pro-Rata</li><li style="font-size: 11pt;">Labour</li><li style="font-size: 11pt;">Items Issued</li><li style="font-size: 11pt;">Project</li><li style="font-size: 11pt;">Projects</li><li style="font-size: 11pt;">Milestones</li><li style="font-size: 11pt;">Sales Orders</li><li style="font-size: 11pt;">Pre-pay</li><li style="font-size: 11pt;">Expenses</li><li style="font-size: 11pt;">Deferred Revenue (if enabled)</li><li style="font-size: 11pt;">Travel Hours (if enabled)</li><li style="font-size: 11pt;">Distance Travelled (if enabled)</li><li style="font-size: 11pt;">Tickets (if enabled)</li></ul><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ODBkYWZjLTg5MzctNGIxOS1iZDIzLTE0NGI4NGRkMTVlMCJ9.Jdt10IlGWGfhCAY7hq0jfdnuURCRbsTRyrZt3LsQwg0" class="fr-fic fr-fil fr-dib" width="1203" style="width: 1205px; height: 594.005px;" height="594"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Ready for Invoicing page.</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Subsections in the Ready for Invoicing Area</strong></span></p><p><span style="font-size: 12pt;"><strong>Main Page</strong></span></p><p><span style="font-size: 11pt;">The main Ready for Invoicing area will show all the entities that require billing. Entities are organised into tables, containing entries for each instance of the entity that needs billing. This section can be used to see how many entries need to be billed at a glance. It is also useful when checking for a specific entry when you are usure which subsection this may appear in.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Recurring Invoices</strong></span></p><p><span style="font-size: 11pt;">This subsection shows all recurring invoices that need to be billed.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkMzk2Mjg1LTMyOTUtNDgxYS04MGM3LTAxNjRkZmNlYjk3NyJ9.kiwcxKva-CfjpJ2HQy0Tcu3JSieQIqIo-gMGfY48zNk" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 519.434px;" height="519"></span></p><p><strong><span style="font-size: 10pt;">Fig 2. Recurring invoices subsection.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">By default the recurring invoice details are collapsed but can be expanded using the arrow on the left hand side of the entry. Expanding this will show the details of the recurring invoice that will be used to create an invoice.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmMWI2MjhhLTMyY2MtNGU0Zi05ZDdmLTU3YmJjMDlhMjlmZiJ9.bO367WZPY2iOQ0X6MzdZeu2WuiJpnoL7JOcEL_sQYv0" class="fr-fic fr-fil fr-dib" width="1228" style="width: 1230px; height: 496.446px;" height="496"></p><p><strong><span style="font-size: 10pt;">Fig 3. Expanded recurring invoice entry.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can add an additional column to show here containing the value that was last invoiced for this recurring invoice (value for the last period). To add this head to Configuration &gt; Billing &gt; Recurring Invoices &gt; enable &quot;Show last invoice value on recurring invoice list in &#39;Ready for invoicing&#39;&quot;.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">Lines which fall outside of the date range can be<span style="font-size: 11pt;" data-pasted="true">&nbsp;excluded&nbsp;</span>in the &#39;total&#39;&nbsp;calculation. This can be set by enabling the &quot;</span>Exclude Recurring Invoice lines outside the Recurring Invoice date range from Ready for Invoicing totals&quot; checkbox in Configuration &gt; Billing &gt; Recurring Invoices.</p><p><br></p><p><strong><span style="font-size: 12pt;">Pro-Rata</span></strong></p><p><span style="font-size: 11pt;">This subsection shows all pro-rata amounts that need to be invoiced. Pro-rata will only show here if it is<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1971/" id="isPasted" target="_blank" rel="noopener noreferrer">&nbsp;added to a recurring invoice manually and &#39;Show this Pro-rata in Ready for Invoicing so it can be Invoiced immediately&#39;</a> is enabled against the pro-rata entry.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlNThkZTdhLThlODMtNDc2Ni04Y2RmLTI2YWQxMWEzYTE1NCJ9.kx2O0Y9L1H4cQwfAdwACXOy3Nm83eRg7nn7pn-s-LXc" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 433.778px;" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 4. Pro-rata subsection.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Labour</span></strong></p><p>This subsection shows all labour entries that need to be invoiced. An entry will show here for every ticket completed that contains chargeable time.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhYzY3YTUwLTlmODYtNDM2NC04ZjMyLTUzYWU2MDhkODU4NiJ9._WPU79mr7eXjVAemp0n615cRGeZQPEnbIcS3O1FP8XA" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 509.638px;" height="510"></p><p><span style="font-size: 10pt;"><strong>Fig 5. Labour subsection.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Project&nbsp;</strong></span></p><p><span style="font-size: 11pt;">This subsection shows all project tickets with the project hierarchy &#39;Project&#39; that need invoicing. When invoices are created for these tickets the invoice will include all the billable time accumulated under the project ticket, including time logged on the project tasks under this project ticket. However, items issued as part of the project will not be added to the invoice when it is created from here. This can be used when projects are billed on a time and materials basis and you would like to bill the entirety of the project labour at once.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjExZGIxMDhhLTI1MGItNGNkZS1hNTM1LWE0ZjE1NDUzMGE3NiJ9.reHaK9s7XEcbDnrYSCPr6LlkzxC7u7B3UNddj0xor7E" class="fr-fic fr-fil fr-dib" width="1230" style="width: 1232px; height: 545.421px;" height="545"></p><p><strong><span style="font-size: 10pt;">Fig 6. Project subsection.&nbsp;</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Projects</strong><strong>&nbsp;</strong></span></p><p><span style="font-size: 11pt;">This subsection shows all entries for each billable entity relating to projects. Essentially providing a breakdown of each element of projects that may need to be billed. This includes labour logged on project tickets/tasks, items issued as part of a project, project milestones and sales orders.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmYzAxNmFkLTJiNzUtNDVlOS04ZmYxLWJlYzExZDgyZjEzYiJ9.A2tBjOBONLHW5CjMIhjDmToWQo4JedA6sCi9DeeMmpU" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 611.385px;" height="611"></p><p><strong><span style="font-size: 10pt;">Fig 7. Projects subsection.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This area can be used to create invoices for specific elements of a project e.g. just bill a single task of a project, rather than billing the whole project.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">The Sales Orders table here will show all sales orders, regardless of whether the sales order is linked to a project.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">The Milestones table is only applicable when using <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2098" id="isPasted" target="_blank" rel="noopener noreferrer">milestone billing</a> for projects.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Milestones</strong></span></p><p><span style="font-size: 11pt;">This subsection will show all project milestones that are ready to be billed. Only used if you are using <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2098" id="isPasted" target="_blank" rel="noopener noreferrer">milestone billing</a> to bill for projects.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Sales Orders</strong></span></p><p><span style="font-size: 11pt;">This subsection will show all sales orders that are ready to be invoiced. Whether a sales order is deemed as ready to be invoiced will depend on its <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2381" id="isPasted" target="_blank" rel="noopener noreferrer">status</a>.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Pre-Pay</strong></span></p><p><span style="font-size: 11pt;">This subsection will show all <span style="font-size: 11pt;" id="isPasted"><a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1955" id="isPasted" target="_blank" rel="noopener noreferrer">pre-pay records</a></span> that require invoicing. This includes records that are added manually and automatically.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Expenses</strong></span></p><p><span style="font-size: 11pt;">This subsection will show all <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2395" id="isPasted" target="_blank" rel="noopener noreferrer">expense&nbsp;</a>records that require invoicing.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Deferred Revenue</strong></span></p><p><span style="font-size: 11pt;">This subsection will only show if <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2175" id="isPasted" target="_blank" rel="noopener noreferrer">deferred revenue</a> is enabled.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">This subsection will show all records relating to deferred revenue that require invoices to be created. This section is used to create invoices to recognise revenue that has been deferred, rather than create invoices to bill customers. Entries will only show here for records that have had their revenue deferred. This includes pre-pay records, project labour, project milestones and <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2590" id="isPasted" target="_blank" rel="noopener noreferrer">down payments from sales orders</a>. For more information on records in this area checkout <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2175" id="isPasted" target="_blank" rel="noopener noreferrer">Deferred Revenue for Pre-Pay</a>.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Travel Hours</strong></span></p><p><span style="font-size: 11pt;">This subsection will only show if you are<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1965" id="isPasted" target="_blank" rel="noopener noreferrer">&nbsp;tracking travel time</a>.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">This subsection will show all travel time that needs to be invoiced. An entry will show for each ticket that has travel time logged against it.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjYzBkMjhhLWM4MGMtNDUyZC04N2Q5LWYzNTY0ZTQzYTdjZCJ9.SeTgK19lSRXzZ28a_3WnUy111Sw0aZ5Iv5oq197YRK8" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 471.738px;" height="472"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Travel Hours subsection.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Distance Travelled</span></strong></p><p id="isPasted">This subsection will only show if you are <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1965" id="isPasted" target="_blank" rel="noopener noreferrer">tracking distance travelled</a>.&nbsp;</p><p><br></p><p>This subsection will show all travel distance entries that need to be invoiced, mileage records for example. Used when creating invoices based on the distance the agent has travelled rather than the time spent travelling.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Tickets</span></strong></p><p>This subsection shows all entries for all billable entities that relate to tickets. Including, labour time, travel hours, distance travelled, and items issued.&nbsp;</p><p><br></p><p>This section can be used to bill all entities relating to a ticket at once, or review how many billable entities a ticket has used.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzODViMDg1LTc2ZDAtNGJiYi1hOTI5LWE5YmU1NTQ3MzZhYiJ9.FivR0QWz_pnuQ0QpWBdJvt5b22QCtdtEXWmz2A_SUQ0" class="fr-fic fr-fil fr-dib" width="1230" style="width: 1232px; height: 607.93px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 9. Tickets subsection.&nbsp;</span></strong></p><p><br></p><p>This section has an additional ticket filter, which allows you to filter the entries that show on the page based on the ticket they relate to. In the figure x example, the page has been filtered to only show entries for the ticket 3430, once filtered we can see this ticket has one hour of labour time to invoice and an issued item to invoice.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwZDZjNmZmLWVkYzctNDg3MC1hNmIyLTdkMThmOGZmZjY4MyJ9.Feo4fwNsI6RsOet68ZNZXBipFsbMgx5wH0DutdateTA" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 699.079px;" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 10. Filter tickets subsection by a specific ticket.</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Filtering Invoices<br></strong></span></p><p><span style="font-size: 11pt;">Each section in the Ready for Invoicing area can be filtered to restrict the entries that show in each table. Filters are available at the top of the page to do this. Each subsection will be able to be filtered by customer, account owner, account manager and billing cut-off date; however, some subsections may have additional filters available.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3ODc5NWRlLWQzMDctNGM2NS1hNWQzLTRmOWY5ZjQ4MDMxYiJ9.10yp6MCub_qMTUKLCLKhoSYuM3YFzANhrww1Epy4AzY" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 569.458px;" height="569"></p><p><strong><span style="font-size: 10pt;">Fig 11. Filters in Ready for Invoicing.&nbsp;</span></strong></p><p><br></p><p><strong>Billing cut off&nbsp;</strong>- Here you can filter which entries show on the page based on the date they need to be invoiced. Moving this date forward will allow you to see entries that are due to be invoiced in the future, especially useful for reviewing recurring charges to a customer.&nbsp;</p><ul><li>This cut-off date can be set to include invoices from the entirety of the month chosen, rather than only showing invoices before the exact date chosen. In Configuration &gt; Billing &gt; Recurring Invoices, enable &quot;Show Recurring Invoices in Ready for Invoicing for the entire selected month&quot;.</li></ul><p><strong>Customer</strong> - Filters entries based on the customer entries relates to. Useful if you would like to see/create all the invoices for a single customer.&nbsp;</p><p><strong>Account Owner</strong> - Filters entries based on the account owner of the customer. When an agent is chosen, only entries for customers this agent is the account owner of will show. Useful when account owners would like to review entries for their customers.&nbsp;</p><p id="isPasted"><strong>Account Manager&nbsp;</strong>- Filters entries based on the account manager of the customer. When an agent is chosen, only entries for customers this agent is the account manager of will show. Useful when account managers would like to review entries for their customers.&nbsp;</p><p><br></p><p><strong>Show each action</strong> - When enabled, labour entries will split out, so that rather than one entry showing per ticket, an entry will show per action. The action ID of the action the chargeable time was logged on will also show.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Column filtering</span></strong></p><p>When viewing entries in subsections, you will also have the option to filter by columns in each of the tables.&nbsp;</p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiNGQ1ODNjLTY2YjAtNGUwMS05M2ExLTNmYTYzNzNjMWU4OSJ9.A5xuvLEeO-qg3npR6guT06hIQX0Q-ENjHwt1V7ylFKc" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 535.777px;" height="536"></span><span style="font-size: 10pt;"><strong>Fig 12. Ready for Invoice screen focussed on Recurring Invoices.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To see if you can filter by a column in ready for invoicing, hover over the column header and if the funnel symbol appears you can filter by this column. Select the funnel to filter. Columns with text values can be filtered by entering the name of the entity you want to filter by. Ticket ID can be filtered by typing in the ticket ID number.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The columns &#39;Hours to invoice&#39; and &#39;Included hours&#39; can be filtered using relational operators: &quot;&gt;,&gt;=,&lt;,&lt;=,=,&lt;&gt; &quot;. This means you can filter by invoices that have a certain number of hours to be invoiced or included hours. For example, if you would only like to create invoices that have more than 2 hours to be invoiced, enter &gt;2 in the filter bar.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNjQzZTI5LTk3NDktNGY2Ny04OWY4LWI5YjEzYjU1ZmRlMyJ9.XyJr9GnPVuMCN3C4cWnE3aBAl2rCiR0Q4nj7FNi2beI" class="fr-fic fr-fil fr-dib" style="width: 728px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Hours to invoice filter.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Note that this filter works using hours, but the value displayed is shown in Hours: Minutes. This means that is you would like to filter by a certain number of minutes, you need to covert this to hours. For example, if I wanted to show tickets that only have 15 minutes or less time to be invoiced, I would need to enter the following in the filter: &lt;=0.25.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To view the invoice information in depth, click the arrow on a line item. This will display each charge relating to that invoice along with the customer information.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Custom Filters</span></strong></p><p id="isPasted"><span style="font-size: 11pt;">You can also create custom filters to filter all results shown on the Ready for Invoicing page. To do this, head to&nbsp;</span>Configuration &gt; Billing &gt; Labour and Travel<span style="font-size: 11pt;">, click the &quot;Awaiting Review/Invoice Filters&quot; button &gt; set the &quot;Use&quot; to &quot;<a href="https://usehalo.com/halopsa/guides/1960/" target="_blank" rel="noopener noreferrer">Awaiting Review</a>&quot;. Any filters created with this use will be available to use one the Ready for Invoicing page and the Awaiting Review page. <span style="font-size: 11pt;" data-pasted="true">You can create filters based on a variety of system fields, including custom fields<span style="font-size: 11pt;">. Recurring Invoice custom fields will be available to use in filter criteria from v2.238+.&nbsp;</span></span>In this example, we are creating a filter that only returns invoices due to be created for customers with the Top Level &quot;Areas&quot;.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzYTk1MjA2LTgxYmItNGIyMi04MmMwLWYwYjlmMmY1Nzc2OSJ9.9JyCwJkE79tcCy3csFZS9qzmK_JWThJy7lFLBRcUMfo" width="964" height="400" class="fr-fic fr-dii"></span></p><p><br></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 14. Creating a filter profile.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can then choose the filter within the &quot;Ready for Invoicing&quot; screen.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1ZjczNzYxLWZmOTItNDlmZS04OGI2LWU0ZjZjOTUwZjYxYSJ9.dnY3anJqfcF59jkshpRnSjj1Wkf7a5-nDNl42eR8Q44" width="1205" style="width: 1207px; height: 438.096px;" class="fr-fic fr-dii" height="438"></span></p><p><span style="font-size: 10pt;"><strong>Fig 15. Adding a filter to the Ready for Invoicing screen.</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Custom Filters for Recurring Invoices (v2.248+)</strong></span></p><p><span style="font-size: 11pt;">From v2.248+ custom filters can be created for the &quot;Recurring Invoices&quot; table on the Ready for Invoicing page. Allowing you to filter the recurring invoices that show on this page, without filtering other entities on the page.&nbsp;</span></p><p><span style="font-size: 10pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxMGQ4ZTU1LWUwOTgtNGQwOS05MDRkLTVmNTA0MDkyYWM5NiJ9.5d9nM6ItgErk8HO-FUz2cptWtFMuV5eESvEn3AOIBSc" class="fr-fic fr-fil fr-dib" width="1284" style="width: 1286px; height: 485.478px;" height="485"></strong></span></p><p><strong>Fig 16. Filters for the recurring invoices table</strong></p><p><br></p><p>To do this, head to Configuration &gt; Billing &gt; Labour and Travel, click the &quot;Awaiting Review/Invoice Filters&quot; button &gt; New &gt; name the filter and set the &quot;Use&quot; to &quot;Recurring Invoices&quot;. Then use the criteria table to set what criteria a recurring invoice needs to meet to be returned when this filter is applied.&nbsp;</p><p></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YTlkNTM3LWY0Y2UtNDExZC04N2Y2LTYwYTM2NmVlYzY3NCJ9.kcjcUwiiRKEmZxItZd72o-XQShMb1__Jw-mx_h0p1Os" class="fr-fic fr-fil fr-dib" width="1824" style="width: 1826px; height: 522.793px;" height="523"></strong></p><p><strong><span style="font-size: 10pt;">Fig 17. Recurring Invoices Filter profile to filter based on the creation period</span></strong></p><p><strong><br></strong></p><p>Now, an additional filter option will show against the Recurring invoices table, as shown in Figure 16.</p><p><br></p><p><span style="font-size: 11pt;">If a &#39;page level&#39; custom filter is also applied on the page at the same time as a Recurring invoice filter both filters will apply, allowing much more granularity over filtering.</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Invoices</span></strong></p><p>In order to create invoices in the Ready for Invoicing area simply select the entries you would like to create invoices for then use the &#39;Create Invoices&#39; button in the top right of the page.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5NTQzMDI0LThiMmQtNDYwNy05YjNmLWI2YjkxNzQ4NWJjZCJ9.NpXyX8zcbfBkh5Zhllzjso7hZ5FPNMUnVHRHOvH0EUA" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 575.935px;" height="576"></p><p><strong><span style="font-size: 10pt;">Fig 18. Selecting invoices for creation.&nbsp;</span></strong></p><p><br></p><p>To select all the entries in a table, use the checkbox in the top left of the table.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3NWVmMmE3LTdkYzQtNGUwNC05YzE3LTYwNTQ1YjZkZWEwOCJ9.mGCrhJzMscmggyFjwHg7Rqc3gjP6gf1sy6CTR4iF1CM" class="fr-fic fr-fil fr-dib" width="899" style="width: 901px; height: 485.504px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 19. Select all entries in a table.</span></strong></p><p><br></p><p>To select all entries on a page, use the &#39;Select Everything&#39; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxZjZlNzI0LWE3ZDAtNDc5MS1iMTJlLTY2NzRjNDIzNzFhOSJ9.cZXw3WUcUmYFjVGlnEnHJJF0shTs4LgUN5r0KYCDOaQ" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 611.713px;" height="612"></p><p><strong><span style="font-size: 10pt;">Fig 20. Select everything on page.</span></strong></p><p><br></p><p>Only selected entries will have an invoice created, therefore if you would like multiple entries on the same invoice you will need to ensure these are both/all selected when creating the invoice. The number of invoices that are created will depend on various<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2599" id="isPasted" target="_blank" rel="noopener noreferrer">&nbsp;invoice creation settings</a>, however, by default an invoice will be created per customer with all billable entities for the customer being added onto the same invoice. Various options are available to have invoices created per ticket, per contract, per site etc. If you would like a particular entry invoiced on its own, you can select this entry alone when creating the invoice.&nbsp;</p><p><br></p><p><strong><em>Note: If you are working in an instance of Halo on version 2.230.1 or higher, there will be a &quot;Site&quot; column next to the Customer column for all entities in Ready For Invoicing.&nbsp;</em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Deleting and Editing Invoices</strong></span></p><p><span style="font-size: 11pt;">Sometimes you may wish to re-attempt the invoicing process if your invoices didn&rsquo;t turn out quite how you expected. No problem, just delete those invoices! The handy thing about deleting an invoice in Halo is that doing so also marks all of the items on that invoice as unbilled again, easily reverting back to the state before the invoices were created. Halo will even delete those invoices from your third-party accounts system, if possible.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If its just a few small changes, you may decide to edit the invoices instead. You can simply click &lsquo;Edit&rsquo; and add or remove items or edit other details on the invoice. Any items you remove from the invoice (that were added by the billing run) will be added back to the unbilled list, just like when deleting an invoice. Again, Halo will attempt to update the invoice in the third-party accounts as well, all in real time.</span></p><p><br></p><p><br></p><p><br></p></body>

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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; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Configuring your Organisation</strong></p><p><strong>- Departments</strong></p><p><strong>- Organisational Chart</strong></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2330" target="_blank" rel="noopener noreferrer"><strong>Multi-Tenancy</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2765" target="_blank" rel="noopener noreferrer"><strong>Start to Finish: Organisation Structure</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/860" target="_blank" rel="noopener noreferrer"><strong>Departments and Teams</strong></a></li></ul><p><strong>Configuration Settings Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1781" target="_blank" rel="noopener noreferrer"><strong>Organisation</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1345" target="_blank" rel="noopener noreferrer"><strong>Organisational Chart</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1344" target="_blank" rel="noopener noreferrer"><strong>Departments</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1344" target="_blank" rel="noopener noreferrer"><strong>Settings</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1339" target="_blank" rel="noopener noreferrer"><strong>Details</strong></a></li></ul><p><strong><br></strong></p><p><span style="font-size: 14pt;"><strong>Configuring your Organisation</strong></span></p><p>To configure your Organisation go to the Organisation configuration area and click on the &quot;Configure My Organisation&quot; button. If you are using <a href="https://usehalo.com/haloitsm/guides/2330/" target="_blank" rel="noopener noreferrer">Multi-Tenancy</a>, this button will be called &quot;Configure Organisations&quot;. Multi-Tenancy allows you to have multiple organisations within one instance of Halo and as a consequence, multiple sets of departments, you can configure different self service portals per organisation. This allows you to diversify branding and style between each organisation.&nbsp;</p><p><br></p><p><em><strong>Note: To configure a new self service portal please reach out to Halo Support.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0NTQ4YmEzLTE2ZGMtNDhhYS05YjE0LTg3OTI1YTY3YzYxOCJ9.MbdGTDpZcj6RetRaeWSY9rbF1jXvXeyYNqUKhv_tWHM" class="fr-fic fr-fil fr-dib" width="1305" style="width: 1307px; height: 266.379px;" height="266"></p><p><strong><span style="font-size: 10pt;">Figure 1. Organisation Configuration</span></strong></p><p><br></p><p>The Details tab contains all of your Organisation information and is used on the Self Service Portal for contact information as well as on certain emails templates or PDF templates (such as a quotation or invoice).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjZjdlZjE3LTg5YzAtNDQ5NS1iZWM5LTBjODQyYWYxZmE4NSJ9.RRAMs2co6-u2k6BFXGcB9xE9fyTaq1FaDIVp_FEDbgQ" class="fr-fic fr-fil fr-dib" width="476" height="599"><strong><span style="font-size: 10pt;">Figure 2. Organisation details</span></strong></p><p><br></p><p>The message group override set on the organisation will decide the group of email templates that are used for this organisation, each message group has it&#39;s own set of customisable default templates. (for information on message group hierarchy, check out this guide: <a href="https://usehalo.com/haloitsm/guides/1911/" rel="noopener noreferrer" target="_blank"><strong>Email Configuration (High Level)</strong></a>)</p><p><br></p><p>The billing section of the details tab is in reference to the specific use case of Swiss and German customers who will be required to add Billing details in their Invoice PDF&#39;s.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMGE4MGI1LTliMGYtNDNmNC04ZWQ4LTJiNjJhZDY3NmYzMSJ9.PJLcRq7P5-_Va4KWDm3YtOjgGJeVn2o8ne14lg4d_L4" class="fr-fic fr-fil fr-dib" width="477" height="667"></p><p><strong>Fig 3. Organisation Billing Details</strong></p><p><br></p><p>For more information check out this guide: Using <a href="https://usehalo.com/haloitsm/guides/1565/" target="_blank" rel="noopener noreferrer"><strong>QR Codes on PDF Templates</strong></a></p><p><br></p><p>Additionally there will be a section for Portal branding, this will include the URL which is in use for the organisations portal, the default colour of the portal, the associated message group and the reply address for all emails sent from this Organisation. It is important to ensure the reply address is accurate, as this is the address that all of your emails out of the system will be sent from when working from within the organisation in question.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyM2FhNDk3LWUzNzgtNDgyMi1iNTIzLWNjYzU2NzMyZDIxYSJ9.zmNIA0XGMjxpSdjyf6D2OpmBjzrwY7MPPyG0_b7Zagw" class="fr-fic fr-fil fr-dib" width="1118" height="691"></p><p><strong>Fig 4. Portal Customisation Settings</strong></p><p><br></p><p>For more information on customising and adding more portals, check out this guide: <a href="https://usehalo.com/haloitsm/guides/2331/" target="_blank" rel="noopener noreferrer"><strong>Managing Multiple End User Portals</strong></a></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Departments</strong></span></p><p>The Departments tab lets you configure the departments for your Organisation. More information on configuring Departments, see the guide linked <a href="https://usehalo.com/haloitsm/guides/860" target="_blank" rel="noopener noreferrer">here</a>. &nbsp;</p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Organisational Chart</strong></span></p><p>The Organisational Chart lets you view and edit your Agents/Teams/Departments all in one place.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiOGU5YjU3LTdhYzctNDk0YS05ODBhLWRiZDc0NmMwNzQ5MCJ9.KMuv7_79u45Ku8809mIexdLCVgPJq2wyT_A7CChiBrI" class="fr-fic fr-fil fr-dib" width="1374" style="width: 1374px; height: 625.188px;" height="625.188"><strong><span style="font-size: 10pt;">Figure 4. Organisation Chart</span></strong>&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>- SLA Hierarchy</strong></p><p><strong>- Setting Locations</strong></p><p><strong>- SLAs on Automated and Scheduled Tickets</strong></p><p><br></p><p><br></p><p>SLA&#39;s can be used in Halo to track the response and resolution times of tickets. SLAs can be defaulted in various places to have the SLA of a ticket change dynamically based on properties of the ticket.&nbsp;</p><p><br></p><p data-pasted="true">As SLA defaults can be set in various places, in this guide we will outline each level (location) a default can be set and the hierarchy these settings use.</p><p><br></p><p><strong><span style="font-size: 14pt;">SLA Hierarchy&nbsp;</span></strong></p><p>The diagram in Figure 1 outlines the hierarchy of SLA defaults and how the default is determined.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNTRjMjAwLWVhNjUtNDYzOC1iZWMzLTA0MDEzMjY3ZGRjZiJ9.XDsFZaTW3jm8fxAQ5vcmuS-htxDva8Z8bBhWldEoTII" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 367.999px;" height="368"></p><p><strong>Fig 1. SLA Hierarchy Diagram&nbsp;</strong></p><p><br></p><p>The hierarchy will depend on the global setting &quot;SLA Override&quot;. This can be found under Configuration &gt; Service Level Agreements &gt; General Settings.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4Y2VhNzk5LTEyYmQtNDFlMS05YWUyLTgwNmNjMWEyY2I1NCJ9.WkHoCB03ycbQrjExBNSSBrK6j_8MnUVnSlQeoPu6EGo" class="fr-fic fr-fil fr-dib" width="1857" style="width: 1859px; height: 486.292px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 2. SLA Override&nbsp;</span></strong></p><p><br></p><p>Here, you can either choose one of your SLAs to use as the &#39;SLA Override&#39; or leave this as &quot;*SLA is chosen based on Site or Type*&quot;. Not selecting an SLA here would be deemed as &#39;not setting&#39; the field.&nbsp;</p><p><br></p><p>If an SLA is chosen all tickets will use this SLA, agents will also not be able to change the SLA of a ticket manually. Therefore, this is used when you only use one SLA and would like to apply this globally with no exceptions. When set this will remove options to be able to choose an SLA on a Site and Ticket Type, making setup easier if you are only using one SLA.&nbsp;</p><p><br></p><p>If this field is not set, SLAs will be able to be set elsewhere in Halo, allowing you to use different SLAs based on the properties of the ticket.&nbsp;</p><p><br></p><p><strong>Ticket Template/Agreement/Ticket Rule</strong></p><p>You will notice SLAs set against ticket templates, agreements and ticket rules all sit on the same level of the hierarchy. This is because the SLA that takes precedence will depend on which one was applied to the ticket last. E.g. if the rule was applied after the agreement was set- the rule will take precedence but, if the rule was applied and then the agreement was set, the agreement SLA will take precedence.&nbsp;</p><p><br></p><p>Due to this you will need to consider the setting &quot;Check rules after the Ticket has been submitted instead of on the New Ticket screen&quot; (Configuration &gt; Tickets &gt; General Settings) and the method by which the ticket is logged (e.g. portal vs email) as these will impact when ticket rules are checked and outcomes applied. SLAs applied using ticket rules will populate the &quot;SLA&quot; ticket field so keep in mind this can be overridden by changing the field if you use the field on the ticket type.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Locations</span></strong></p><p>In this section we will run through each location/level SLA defaults can be set.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset</span></strong></p><p>When creating/editing an asset in Halo the &quot;Service Level Agreement&quot; can be set against the asset.&nbsp;<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlOWU2MDgwLWFjOWUtNDA4Mi05NzdmLTU5NTE3ZDE4YTRhMyJ9.Oh2nuDMoTkEo1WJgEQ9EqUh2GW_PabNvfCy2g-ybQzs" class="fr-fic fr-fil fr-dib" width="1257" style="width: 1259px; height: 687.358px;" height="687"></p><p><strong><span style="font-size: 10pt;">Fig 3. Service Level agreement set against asset</span></strong></p><p><br></p><p>When this is set, whenever this asset is related to a ticket, the ticket will use the SLA chosen here.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Template</span></strong></p><p>Ticket templates are created/edited under Configuration &gt; Tickets &gt; Templates, under the Values tab of the template you can set the &quot;Service Level Agreement&quot; for the template.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmMDExYjFlLTI2OWUtNDk2Ny04MWMwLTliMTkyY2Y3ZDQyOCJ9.v0xMjm7DEK49tS0ZAlauLIZLe8PeaJx03q9_pEkMzTI" class="fr-fic fr-fil fr-dib" width="1686" style="width: 1688px; height: 624.576px;" height="625"></p><p><strong><span style="font-size: 10pt;">Fig 4. Service Level Agreement against ticket template&nbsp;</span></strong></p><p><br></p><p>When this template is applied to a ticket, this SLA will be used.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Agreement</span></strong></p><p>When an agreement is created/edited the &quot;Service Level Agreement&quot; can be set under the agreement details.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1NDFlZjQ1LTU0NjktNDZhZi05MmVlLWNlMGQwMTVlNDljOCJ9.SV9T_qNSW94Iit9_TuiB6edL7tdR4dzgQ3gy5hFAbWk" class="fr-fic fr-fil fr-dib" width="1811" style="width: 1813px; height: 596.568px;" height="597"></p><p><strong><span style="font-size: 10pt;">Fig 5. Service Level Agreement against Agreement</span></strong></p><p><br></p><p>When this agreement is associated to a ticket (using the &quot;Agreement! field on the ticket) this SLA will be used. Keep in mind this only applies when the agreement is associated to the ticket using the ticket field, not when associating actions with an agreement using billing rules. For information on these difference agreement association methods see the section &quot;Set when Labour (actions) is covered by or associated with an Agreement&quot; of our guide <a href="https://usehalo.com/haloitsm/guides/1975" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Rule</span></strong></p><p>A ticket rule can be created to have an SLA be applied to the ticket when the ticket meets the criteria of the rule. Ticket rules are created under Configuration &gt; Tickets &gt; Rules. The &quot;Service Level Agreement&quot; can be set as an outcome of the rule,&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhYmEyMTcyLTYwY2QtNDgyNS04MGFmLTAzNGU5MzE1N2Q2ZiJ9.njwsv9gwV33d7_QQJHcgpyH_dUW6JeixXGR7Es6uFgk" class="fr-fic fr-fil fr-dib" width="1708" style="width: 1710px; height: 853.04px;" height="853"></p><p><strong><span style="font-size: 10pt;">Fig 6. Service Level Agreement as Outcome of Ticket Rule</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Field</span></strong></p><p>The field &quot;SLA&quot; can be added to ticket types to allow agents to choose the SLA the ticket should use. This field can be added to ticket types under Configuration &gt; Tickets &gt; Ticket Types &gt; select a ticket type &gt; Field List tab &gt; Add &quot;SLA&quot; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NjBkNGUzLWI2NzgtNDQ3NS04MzkwLWRjODkwZmRlOWFkNyJ9.LF_vInghz9jfIYmqNvLHL5Xxh-wtJzPq2lQstfzEi7A" class="fr-fic fr-fil fr-dib" style="width: 1223px; height: 690.89px;" width="1221" height="691"></p><p><strong><span style="font-size: 10pt;">Fig 7. SLA Field on ticket type</span></strong></p><p><br></p><p>Now, when tickets of this type are logged agents will be able to choose the SLA to use here.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5OGJhMTVkLTdkMzktNDQzMS04NjQwLTE0NzM2N2UxYTg4MSJ9.TrfLaaGPzYB_NR7fxa5g4VdVWH50zZA1LOUaG2q_29A" class="fr-fic fr-fil fr-dib" width="1888" style="width: 1890px; height: 895.143px;" height="895"></p><p><strong><span style="font-size: 10pt;">Fig 8. SLA field on ticket&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p>Ticket types are created/edited under Configuration &gt; Tickets &gt; Ticket Types, under the Defaults tab of the ticket type you can set the &quot;Service Level Agreement&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwMTQ0YWIxLTc4ZDMtNDFiOC04YjQxLTUxY2U0MWE0YTg5YyJ9.GiYvHdLS5AQfM-JNhcDL_sibFXWUOzLY7zXHZ9uN_bE" class="fr-fic fr-fil fr-dib" width="1687" style="width: 1689px; height: 620.784px;" height="621"></p><p><strong><span style="font-size: 10pt;">Fig 9. Service Level Agreement for ticket Type</span></strong></p><p><br></p><p>When a ticket of this type is logged it will use this SLA.&nbsp;</p><p><br></p><p><strong><em>Note: If the global setting &quot;SLA Override&quot; is set then this setting on the ticket type will not show.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Site</span></strong></p><p>When creating/editing a site the &quot;Service Level Agreement&quot; for the site can be set under the site details.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3OGM1ODFlLWM1YjQtNDhlZS04ODE1LTY5NWMyNjM1NjZiNiJ9.aJau1n6qqB3pzIX1JUZA9ooRNXvw5UzBaSofhGbbNhM" class="fr-fic fr-fil fr-dib" width="1708" style="width: 1710px; height: 770.092px;" height="770"></p><p><strong><span style="font-size: 10pt;">Fig 10. Service Level Agreement for Site</span></strong></p><p><br></p><p>When a ticket is logged against a user who is under this site, this SLA will be used.&nbsp;</p><p><br></p><p data-pasted="true"><strong><em>Note: If the global setting &quot;SLA Override&quot; is set then this field on the site will not show.&nbsp;</em></strong></p><p><br></p><p>As this is last SLA setting in the hierarchy this field on the site is mandatory to ensure that all tickets have a default SLA.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">SLAs on Automated and Scheduled Tickets</span></strong></p><p data-pasted="true">When creating automated and scheduled tickets you will be given an option to choose the SLA of the ticket created.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMjliODEyLTIwN2QtNDQzNy05NTE0LWIwMWZhNTVlMmE2MiJ9.7ZeWYwrtkgUlHQWTuG6eleJS073CUef6ftG_PwvXUv4" class="fr-fic fr-fil fr-dib" width="1709" style="width: 1711px; height: 718.401px;" height="718"></p><p><strong><span style="font-size: 10pt;">Fig 11. SLA on Automated Ticket&nbsp;</span></strong></p><p><br></p><p><span style="white-space:pre;">I</span>f &quot;Default SLA&quot; is chosen here the SLA will be applied in line with the hierarchy outlined in Figure 1.&nbsp;</p><p><span style="white-space:pre;">&nbsp;&nbsp;</span></p><p><span style="white-space:pre;">If</span> an SLA is chosen here this will override and SLAs set on the ticket type and site, but this can still be overridden by the ticket field, agreement, ticket template, asset and ticket rules. The heriarchy will be as follows:</p><ul><li>Asset</li><li>Agreement/Ticket Template/ Ticket Rules</li><li>Ticket Field</li><li>Automated/Scheduled Ticket</li><li>Ticket Type</li><li>Site</li></ul>

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min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What are FAQ lists?</strong></p><p><strong>- Creating New Articles</strong></p><p><strong>- Configuring FAQ Lists</strong></p><p><strong>- FAQ Groups</strong></p><p><strong>- Restrict suggested FAQ lists per ticket type</strong></p><p><strong>- FAQ Lists on the Portal</strong></p><p><strong><span style="font-size: 11pt;">- Sending Article </span></strong><span style="font-size: 11pt;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit;">Links</span></strong></span><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1844/" rel="noopener noreferrer" target="_blank"><strong>Knowledge Base</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2042" target="_blank" rel="noopener noreferrer"><strong>An Introduction to the Knowledge Base</strong></a></li></ul><p><strong><br></strong></p><p><span style="font-size: 14pt;"><strong>What are FAQ Lists?&nbsp;</strong></span></p><p>FAQ Lists are a means of categorising different sections of the knowledge base for an enhanced and efficient user experience.</p><p>The FAQ lists can be set to a tree view (Configuration &gt; Knowledge Base (Single select called &quot;Agent App KB Area View&quot; which allows for the drop down of different sections in the tree to help split up the guides/ articles into an easy to understand format. When creating articles, the FAQ list is a multi select near the bottom of the creation screen, where you can add in what FAQ list of the knowledge base you would like that article to appear in. The example below shows that the &quot;Security &amp; Performance&quot; article appears under the &quot;Advanced Settings&quot; FAQ List.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzMTIzZWZjLTg5YTYtNDgxYy1hNDM5LTU0MWYwZDVlYjllZiJ9.1W5JcMrA1ILpGpkrv6uA7Vh49CKNiz8_u8qO1oRtPrs" class="fr-fic fr-fil fr-dib" width="477" height="352"></p><p><strong><span style="font-size: 10pt;">Fig 1. FAQ List as a tree view</span></strong></p><p><br></p><p>FAQ Lists are used as drop downs for determining which articles are grouped where. So for example if I add the FAQ lists &quot;Accounts Integrations&quot; and &quot;Halo Guides&quot; to FAQ List field &quot;FAQ Lists that this Article appears on&quot; as shown on the article creation screen in <strong>Fig 2</strong>. The FAQ lists will now update to show this article underneath them as shown in the tree view of <strong>Fig 2</strong> on the<strong>&nbsp;</strong>left hand side.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNzI0OWZkLTcxZmUtNDBiYi05Y2JjLTA1ZGVjNzdmZDcxYyJ9.xcAlJFLYBq-F9WvHblvPr2iGng5Y8YYJYxSc_cKBw2U" class="fr-fic fr-fil fr-dib" width="1090" style="width: 1092px; height: 535.758px;" height="536"></p><p><strong><span style="font-size: 10pt;">Fig 2. FAQ Lists that this Article appears on</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating New Articles</span></strong></p><p>In order to create new articles open the Knowledge Base area in the navigation menu.</p><p><br></p><p>There will be a button called &quot;New Article&quot; (if using the agent app KB area view is set to FAQ List Tree view).</p><p><br></p><p>Or alternatively this will display as an icon &quot;&oplus;&quot; on the top right if the other view is selected.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2ZWY3NmMwLWNhNzYtNDY0Ni1hY2JmLWVhOTA4NjRmOTZlZiJ9.O9AKWCrTDDjNlU4q4C9a88JBB3iFdm-TCNu1aLLqg_Q" class="fr-fic fr-fil fr-dib" width="838" style="width: 840px; height: 303.633px;" height="304"></p><p><strong><span style="font-size: 10pt;">Fig 3. New Article Button</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring FAQ Lists</span></strong></p><p>When creating an Article the drop-down in <strong>Fig 6</strong> will show, allowing you to choose any FAQ Lists that the article will be added to. This can be made mandatory using the &quot;Make FAQ list selection mandatory &quot;checkbox in Configuration &gt; Knowledge Base.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4MzA5ZTJiLTM0NDItNDk1MC1iZWU4LTY5NmQ5NDkxYTc0ZCJ9.x1RL46MxqZXs4RLuVPLf6d2C2ZP-zdSWtVN0Wk6Je9w" class="fr-fic fr-fil fr-dib" width="1338" height="337"></p><p><strong><span style="font-size: 10pt;">Fig 4. FAQ List Selection&nbsp;</span></strong></p><p><br></p><p>From v2.238+, an additional option to specify a primary FAQ list will show. This FAQ list can then be used as criteria in Notifications, Approval process rules, Ticket rules, and Runbook automations.</p><p><br></p><p>In Configuration &gt; Knowledge Base you will find the different configuration options:</p><p><br></p><ul><li><strong>Select a FAQ list before searching Articles -</strong> This checkbox setting, when selected, will force the agent/user will to choose a FAQ list before being allowed to search the knowledge base.</li><li><strong>Enable FAQ list treeview -&nbsp;</strong>When selected, FAQ Lists show in the &quot;Filters&quot; area when searching articles.</li><li><strong>Include FAQ List in Knowledgebase Link -&nbsp;</strong> When enabled, URL links copied from the &quot;Share&quot; button on the Agent Portal will include a parameter for the FAQ List the Agent is viewing the Article from (See the &#39;Sending Article Links&#39; section of this guide).</li></ul><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNGUxOWNmLTRmMjUtNDkyOC04ZjU5LWNmYjFjMzZjMzI0YSJ9.poG51xhAspYSEP1pS0VpQvp089IRsT5TcEyBsKX-EYA" width="745" height="903" data-pasted="true" 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; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255); max-width: none !important;" class="fr-fil fr-dib"><br></p><p><strong><span style="font-size: 10pt;">Fig 7. FAQ list configuration</span></strong></p><p><br></p><p data-pasted="true">See the &#39;FAQ Lists on the Portal&#39; section of this guide for information on the Portal specific settings shown here.</p><p><br></p><p><strong><span style="font-size: 12pt;">Creating your FAQ Lists</span></strong><span style="font-size: 12pt;"><br></span></p><p><br></p><p data-pasted="true">To create or view your FAQ Lists click into the &quot;Configure FAQ Lists&quot; &nbsp;button within Configuration &gt; Knowledge Base.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3NzNkNDEzLWFkNmItNDgwMi1iN2E2LTkzZjFhZTRmNTYwNSJ9.nb6vrva3z95Wa-JI_eFAuEsuXzBT2-ywYvthRjB2O88" width="835" height="889" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Configuring FAQ Lists</span></strong></p><p><br></p><p data-pasted="true">Here you will find all the settings specific to each individual FAQ List. When creating an FAQ list, give it a name and assign it an article type. You will also need to assign this to an FAQ group.&nbsp;</p><p>Now set the visibility using the checkboxes outlined below:</p><p><br></p><ul><li><strong>Show for all users</strong> <strong>-&nbsp;</strong>When enabled all users will be able to see articles in this FAQ list.&nbsp;</li><li><strong>Show for all Supplier Users -&nbsp;</strong>When enabled Supplier contacts will be able to view the FAQ List in the Portal. For more information see the guide on <a href="https://usehalo.com/haloitsm/guides/2720/" target="_blank" rel="noopener noreferrer">Allowing Suppliers to use the Portal</a>.</li><li><strong>Show for all Users without considering Client permission -&nbsp;</strong>When enabled, the client level restrictions are ignored so all clients and anonymous users (if applicable) can view the FAQ list. However, organisation level restrictions are still preserved along with any site level restrictions. This is useful for when you have multiple anonymous Self Service Portals with different FAQ List requirements.</li><li><strong>Don&#39;t show on the self-service portal</strong> <strong>-&nbsp;</strong>When enabled the articles in this list will not show in the portal, but will be able to be suggested by a chat bot or virtual agent.</li></ul><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMTg2NGEyLWRmZGItNGM4MC1iMDg5LWQwZmVjMTRhNWFjNSJ9.BIUskD-Cq_HLXSkMwCemSRNU17zZre4M5Hzje_XfFQI" width="428" height="1227" 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: 430px; height: 1227.15px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. FAQ Lists</span></strong></p><p><br></p><p>From v2.246+, you have the options to set a Icon, show the Article Count, and select Articles to show when using the Knowledge Base Menu Button &quot;Opens the Knowledge Base browse screen in tile mode&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkNjYxYzUxLTlkMzEtNGRjNC05YjM4LWNmMjU2ZTM3NzM2YiJ9.yg1kObNxUGjkSjyC7LRH0sZsIL-LWriG5PwUwpHzn0s" class="fr-fic fr-fil fr-dib" width="1051" style="width: 1053px; height: 750.944px;" height="751"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. FAQ Lists Tile settings</span></strong></p><p><br></p><p>To add additional fields to show against each article in the FAQ List, head to the &quot;Field List Tab&quot;. This allows you to add custom fields specific to your FAQ Lists.</p><p>You can restrict the visibility of these fields by selecting the pencil icon.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzNDhlZDA5LTk0MDEtNDc3Mi04Y2M1LTk1ZDVmNmZmNGRlMyJ9.0lAr6yQe0byyrrwM_Maf04TNLvaNEaUY7xEx1jWjjTo" class="fr-fic fr-fil fr-dib" width="1163" style="width: 1165px; height: 226.703px;" height="227"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Editing a FAQ List field</span></strong></p><p><br></p><p>This will open the &#39;Edit field&#39; screen, allowing you to restrict the access and visibility of the field for Agents and Users.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4Yjg4MjA0LTkwMWYtNDM1NC1hMzJmLWM5NDZhMmVjMjgyOCJ9.xS3csVlVTPpxM2EnwR61Ye-eBjhev10UUHZS1g0oznk" class="fr-fic fr-fil fr-dib" width="616" height="701"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 12. Setting access and visibility for a FAQ List field</span></strong></p><p data-pasted="true"><br></p><p>To see a list of articles that are added to the FAQ list see the &#39;Articles&#39; tab. New ones cannot be added here, only via the article itself. &nbsp;By default, articles will organise alphabetically, but this can be edited using the drag and drop. Hovering over will show the dots on the left side of the field.</p><p><br></p><p><em><strong>Note: This edited order will only be reflected in the Self-Service Portal, not the agent portal.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlNDc0OGZkLWEyNDUtNGJjZS1hNzFhLWEyMWNkNDg1NzcwZSJ9.L0-ScVQILjjPEzjRRa-jv7Dx-b2VYx--1XUlsygFUJU" width="1232" style="width: 1234px; height: 364.45px;" height="364" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Editing the article order</span></strong></p><p><br></p><p>You can also choose the order FAQ lists appear in within the FAQ group by applying sequencing. By default these will appear alphabetically. The sequence is set using the &#39;Sequence in lists&#39; field against the configuration for the FAQ list.</p><p><br></p><p><strong><span style="font-size: 14pt;">FAQ Groups</span></strong></p><p>The purpose of FAQ Groups is to categorise FAQ Lists at a higher level. This has the benefit of more granular searching when a user/ agent is scrolling through the FAQ List tree on the knowledge base.&nbsp;</p><p><br></p><p>FAQ Groups appear as tree dropdowns when the &quot;FAQ List Tree&quot; view is selected.</p><p><br></p><p>To create an FAQ group, create an FAQ list as shown above but enable the setting &#39;Use this FAQ List for grouping other FAQ Lists&#39;. This will make this an FAQ group (although the option to assign this to an FAQ group will still appear, this will no longer apply).&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Restrict suggested FAQ lists per ticket type</span></strong></p><p>FAQ Lists which will appear in article suggestions can be configured per ticket type.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlODJhYTdjLWU2ZGQtNGY0YS04MzBhLTkwZGFkMjhmNWU3MyJ9.RW3mai7VqkisFHJxRV6RY4ELwIwRIG6hhTeNrF8I6p4" class="fr-fic fr-fil fr-dib" width="1242" style="width: 1244px; height: 733.921px;" height="734"></p><p><strong><span style="font-size: 10pt;">Fig 14. Configuring Article Suggestions Per Ticket Type</span></strong></p><p><br></p><p>The checkbox option to allow all article suggestions can be used or there can be restrictions set on the ticket type so that only set articles will be suggested, based on their FAQ List. This is very useful in making sure relevant information is displayed in the suggested articles.</p><p><br></p><p>There is also the option to use the dollar variable $-suggestedarticles. This variable can be used in email templates to automatically suggest up to three relevant Knowledge Base Articles relating to the ticket it is sent from. For an Article to appear as a suggestion, it must be available to the client who logged the ticket, or available to all users. This setting will only work for acknowledgement emails when using the new incoming email service, which is due to be released soon.</p><p><br></p><p><strong><span style="font-size: 14pt;">FAQ Lists on the Portal</span></strong></p><p><br></p><p>In Configuration &gt; Knowledge Base, under the FAQ Lists section, you will find FAQ List settings which change the display of the FAQs on the Portal:</p><p><br></p><ul data-pasted="true"><li data-pasted="true"><strong>Show the FAQ List selection tiles and FAQ List filter on the Self Service Portal Search Screen -</strong> This shows the FAQ Lists as tile buttons, as well as in the filters to force Users to select the FAQ before an Article can be viewed.</li><li><strong>Display FAQ List Descriptions on Tiles in the User Portal -&nbsp;</strong>This field will only show when &quot;Show the FAQ List selection tiles and FAQ List filter on the Self Service Portal Search Screen&quot; is selected. When checked the description set against a FAQ List will show underneath the name on the tile.&nbsp;</li><li><strong>Hide FAQ tiles with no search matches -</strong>&nbsp; This field will only show when &quot;Show the FAQ List selection tiles and FAQ List filter on the Self Service Portal Search Screen&quot; is selected. When checked this will hide any FAQ Lists that do not contain an Article that is relevant to the search term</li><li data-pasted="true"><strong>Use Geo Location Restrictions for FAQ Lists -&nbsp;</strong>This setting allows the knowledge Base FAQ List or specific Article to be restricted when viewed on the Portal based on the location of the user. To configure this, refer to this guide on <a href="https://usehalo.com/haloitsm/guides/2044/" target="_blank" rel="noopener noreferrer">Article Restrictions</a></li><li data-pasted="true"><strong>Enable sticky FAQ navigation menu on the portal -&nbsp;</strong>When enabled, clicking on an FAQ list in the portal, or navigating directly via its URL, now loads the related articles directly into the main content area and automatically highlights the corresponding FAQ list in the sidebar. It also ensures the FAQ list menu says pinned to the screen as you scroll through an article, rather than needing to scroll back to the top of the page to change the FAQ list.</li></ul><p><strong data-pasted="true"><span style="font-size: 12pt;">Show the FAQ List selection tiles and FAQ List filter on the Self Service Portal Search Screen</span></strong></p><p>To Force FAQ List Selection on the Portal, enable &quot;Show the FAQ List selecting tiles and FAQ List filter on the Self Service Portal Search Screen&quot;. To make this view display the Descriptions set against the FAQ List, select the &quot;Display FAQ List Descriptions on Tiles in the User Portal&quot; checkbox.</p><p><br></p><p>When searching in the knowledge base, the user will instead see this screen where they can pick an FAQ list to view the search results for, and filter on the left side.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjOTJhMTNmLThlZjQtNDhiYy05ODQzLTMzYzEzZjE0YmY1MiJ9.boSkQhY8qCSDpmV1dixfpiTGlMVtdPASHmSYMK8cCl4" class="fr-fic fr-fil fr-dib" width="1304" style="width: 1306px; height: 472.862px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 15. FAQ list selection on the end-user portal</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Sending Article </span></strong><span style="font-size: 14pt;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit;">Links</span></strong></span><span style="box-sizing: inherit; font-size: 14pt;"><br style="box-sizing: inherit;"></span></p><p>When copying a link for a Knowledge Base Article, you can choose to include the parameter for that specific FAQ List in the link. In Configuration &gt; Knowledge Base, enable &quot;Include FAQ List in Knowledgebase Link&quot;.</p><p><br></p><p>When choosing an Article, you can then share and copy the link as normal.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2MTAxNDFkLTVjN2UtNDUwNi04MmU5LTg4OGI0MGI5ZGNkYSJ9.NC0JX5rNyDJRjHj-3Sfzmf7ejn_ALA-HZbO5CFqOjIE" class="fr-fic fr-fil fr-dib" width="1207" style="width: 1209px; height: 271.104px;" height="271"></p><p><strong><span style="font-size: 10pt;">Fig 16. Sharing an Article</span></strong></p><p><br></p><p>The link will include the ID of the FAQ List the Agent was viewing when they copied the link, and will auto-expand this list upon viewing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmZTViZmMxLTI5NDItNGVmYi1iNDc4LWUzOGVkMWEyOWExNCJ9.iWp14B-5mfFZWT5HGfrWRxbpCyn4FqNFi4yAQ7o0Cbo" class="fr-fic fr-fil fr-dib" width="1003" height="548"></p><p><strong><span style="font-size: 10pt;">Fig 17. FAQ List parameter in the URL that auto-expands that list</span></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:&nbsp;</strong></p><p><strong>- Enabling Top Levels</strong></p><p><strong>- Creating a Top Level</strong></p><p><strong>- Importing Top Levels</strong></p><p><strong>- Ticket Lists Filter</strong></p><p><strong>- Notifications Criteria</strong></p><p><strong>- Knowledge Base Access</strong></p><p><strong>- Calendar Filter</strong></p><p><strong>- Column Profiles</strong></p><p><strong>- Assigning Tickets to Other Customers in the Top Level</strong></p><p><strong>- Setting as Default View</strong></p><p><strong>- Showing Top Level on Tickets</strong></p><p><strong>- Service Restrictions</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/1341/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Tickets)</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1415/" target="_blank" rel="noopener noreferrer">General Settings (Users)</a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2044/" target="_blank" rel="noopener noreferrer"><strong>Article Restrictions</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1936/" target="_blank" rel="noopener noreferrer"><strong>Column Profiles</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records</strong></a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1934/" target="_blank" rel="noopener noreferrer">Lists</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/891/" target="_blank" rel="noopener noreferrer">Notifications</a></li></ul><p><br></p><p>To act as an additional layer of organisation to your customer management, you can group your customers by &#39;top level&#39;. In addition to simply being a method of grouping, you can also utilise these top levels to place overrides on settings such as the outgoing mailbox and use them to see an overview of all tickets, invoices, opportunities, documentation and licencing for the customers grouped within the top level.</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Top Levels</span></strong></p><p>To enable top level, navigate to Configuration &gt; Users &gt; General Settings, and enable &quot;Show an additional level (&quot;Top Level&quot;) for grouping Customers&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzNjY4ZjZlLWJiNzQtNDZhMS1hZDc5LTIyMjY0N2FlOTRkNCJ9.u9LyKD4iTH-mFlAL11XPeM5BUZ3qKiNdLlgi46S5WS4" class="fr-fic fr-fil fr-dib" width="678" style="width: 680px; height: 373.887px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 1. The setting for enabling top levels</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Top Level</span></strong></p><p>Now within the Customers area of your Halo, you will see a Top Level section. You can then hover over &quot;+ New&quot; in the top right to see the dropdown for creating a &quot;New Top Level&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NjkxNDZmLTBkYzgtNDZkMy1hZjM4LTEzNjI3ODQyYjk0MiJ9.0Y18r7YLsHXiM1T8CsDEzsL59sL2B1c9xNbYoSLyirA" class="fr-fic fr-fil fr-dib" width="890" style="width: 892px; height: 439.434px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 2. The customers area once top levels are enabled</span></strong></p><p><br></p><p>When you click into an existing top level, you will be greeted with the &quot;Overview&quot; page, showing you an overview of all current Ticketing for the top level&#39;s Customers. You will also see the details bar along the side where you can set or change the name of the top level, override the web announcement for the portal, and override the outgoing mailbox.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYjkxMzMzLTFjM2ItNDNjZC1hNmNmLWI5ODJjNGEzYmU2ZCJ9.j5pGP-61MgsORwGDUFkP2WVNjZi51ZJR31x0DC8IgMw" class="fr-fic fr-fil fr-dib" style="width: 896px; height: 601.397px;" width="894" height="601"></p><p><strong><span style="font-size: 10pt;">Fig 3. The overview tab of an existing top level</span></strong></p><p><br></p><p id="isPasted">Each tab on a top level shows the same information that would appear on a customer, but for all customers grouped under that top level.</p><p><br></p><p>For instance, the &quot;Overview&quot; tab demonstrated in Figure 3 shows a dashboard similar to how each individual customer has, except it combines every customer under the top level, showing ticket statistics and the recent activity associated with them.</p><p><br></p><p>There will be an &quot;Accounts&quot; tab on the Top Level if &quot;Use Accounts and Prospects for Opportunities&quot; is enabled in Configuration &gt; Sales &gt; General Settings.&nbsp;</p><p><br></p><p>From version 2.242+, there will also be a &quot;Subscriptions&quot; tab on top levels that will show all subscriptions for customers under that top level.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjMzQyMWRlLWY0MTYtNDJmYy04Y2MwLTgwYTc2NGQ1OGRmNiJ9.PMzLKmnZ58ISQ2ftsJ-OybvU3MixXbLj3my_5uAQ94c" class="fr-fic fr-fil fr-dib" width="890" style="width: 892px; height: 426.092px;" height="426"></p><p><strong><span style="font-size: 10pt;">Fig 4. The subscriptions tab against top levels (v2.242+)</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Top Levels</span></strong></p><p>Certain Integrations may allow you to select a Top Level to group new customers under that are using said integration. For example the NinjaOne integration allows the selection of a Top Level, the option chosen will add all imported customers from Ninja to the top level selected.</p><p><br></p><p>The top level can also be a column header on the Customer Import spreadsheet.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjZjU1ZjhhLTdhZDgtNGI3YS04ZDNmLTU2ZmYzNzk0ZjVhMCJ9.i-YIf0N1uvjhC-O85jvZtMAxaYGUwezN-icRwha-gx4" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 123.875px;" height="124"></p><p><strong><span style="font-size: 10pt;">Fig 5. Setting top level on customer import spreadsheet</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Lists Filter</span></strong></p><p>Top levels can be used as a filter on ticket lists. In Configuration &gt; Tickets &gt; Views &gt; Configure Lists, create or edit a list.</p><p><br></p><p>In the &quot;Filters&quot; tab, add criteria of the Top Level.&nbsp;</p><p><br></p><p>This could be used to have a specific ticket list that filters in only tickets from a specific top level, a group of retention customers for example, with the aim of prioritising their tickets by increasing their visibility.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMTAxN2FkLTIyMTktNGViOS04ZTY0LTg5NmE3M2I3OTY2NCJ9.r2hIXaEg4NGXjx39skbuYA3qsQ2Hn4kKjrLMb84Qb1A" class="fr-fic fr-fil fr-dib" width="818" style="width: 820px; height: 560.244px;" height="560"></p><p><strong><span style="font-size: 10pt;">Fig 6. Setting top level as a ticket list criteria</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Notifications Criteria</span></strong></p><p>Top levels can be used as a criteria for notifications. In Configuration &gt; Notifications &gt; Notifications, create or edit a notification. In the &quot;Trigger&quot; section of the configuration page, top level can be set in the criteria table to ensure that the notification will only trigger if the entity triggering it is related, or not related to, a specific top level.&nbsp;</p><p><br></p><p>This could be used to notify agents when tickets from a certain top level are logged for example.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3MzAyMjY1LTljM2YtNDcxMC1iMzM1LTFjY2E5Y2NhOWJiMyJ9.xUWZl9O0EgBPW5hxXoLjwAPvQkkOAaaddg43GrLnCHc" class="fr-fic fr-fil fr-dib" width="836" style="width: 838px; height: 578.482px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 7. Top level as a notification criteria</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Knowledge Base Access</span></strong></p><p>Top levels can be granted access to knowledge base articles.</p><p><br></p><p>This can be used to provide a group of customers access to specific knowledge base articles without having to grant the access to each individual customer.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmYTZjNjA1LTA3YTAtNGJiMS1iMWYxLTQ1YWExNDUwN2Y0MiJ9.s2WLElJz_kn2k0eeeuK40zKXZ8WXufsqVybZbD6YXXM" class="fr-fic fr-fil fr-dib" width="834" style="width: 836px; height: 579.386px;" height="579"></p><p><strong><span style="font-size: 10pt;">Fig 8. Giving a top level access to a knowledge base article</span></strong></p><p><br></p><p>As Customers are added into the top level with access, they will then dynamically inherit the access.&nbsp;</p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Calendar Filter</span></strong></p><p>Top level can be used as a filter when agents are viewing the calendar.</p><p><br></p><p>This could be used in cases of co-managed IT where agents will only want to see appointments relevant to their area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzZWM1M2YwLTRmNWEtNDlkZC1hMjU2LTNlNDY5NWM4MGVlYiJ9.mbariPCjkfBrtqgtEs2jK_mTYawq2yMRikIZcLOGIuM" class="fr-fic fr-fil fr-dib" width="819" style="width: 821px; height: 551.496px;" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 9. Top level filter on calendar area</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Column Profiles</span></strong></p><p>Top level can be added as a column when viewing the customers area. When sorting by it, customers will appear sorted by top level, then in alphabetical order within each top level.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0ZDU5M2I0LWI5NzYtNDM2ZS1iOGZjLTYxOTZkYWMyNTc2MCJ9.OSqkCnx-glp3BkQI7kCItWEMQHJZzlKc7k5S0r4oKg8" class="fr-fic fr-fil fr-dib" width="827" style="width: 829px; height: 434.052px;" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 10. Sorting customers using the top level column</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning Tickets to Other Customers in the Top Level</span></strong></p><p>In Configuration &gt; Tickets &gt; General Settings, you can &quot;Allow selection from any Customers/Sites in their Top Level&quot;. This allows the customer and site on a ticket to be different to the end-user&#39;s customer and site. This can be set on the new ticket logging screen, or by editing the details when already logged.</p><p><br></p><p>This could be used in cases where a top level is set for parent companies of multiple customers, so tickets can be assigned to any of the sister/child companies of the parent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2ZDU1YmViLTk0YWEtNGE3ZS04YmM2LTQxNDE1NTQzNmZlZSJ9.faGqKsNOAHk5NBEuFVpOjnGp-XzK2NLfQaxwN8Be-0I" class="fr-fic fr-fil fr-dib" width="852" style="width: 854px; height: 617.856px;" height="618"></p><p><span style="font-size: 10pt;"><strong>Fig 11. The setting to &quot;Allow a Tickets Customer and Site to be different to the End-Users Customer and Site&quot; set to &quot;Allow selection from any Customers/Sites in their Top Level&quot;</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting as Default View</span></strong></p><p>Top level can be set as the default view when opening the customers area. In Configuration &gt; Users &gt; General Settings, set &quot;Default List - Customer&quot; to &quot;Top Level&quot;.</p><p><br></p><p>This can also be set per agent in the &quot;Preferences&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjZjNkNzQ0LWNlN2ItNDE3MS1iZDE1LTY0ZmUyZDViYjU5YyJ9.Ah0RnGyZviVujFziCYKUlPClR_Ew-NkdESZB1brfKXM" class="fr-fic fr-fil fr-dib" width="789" style="width: 791px; height: 449.329px;" height="449"></p><p><strong><span style="font-size: 10pt;">Fig 12. Default List for customers area</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Showing Top Level on Tickets</span></strong></p><p>Top levels can be shown in the End-User details area on a ticket. In Configuration &gt; Tickets &gt; General Settings, enable &quot;Show Top Level on Ticket&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0OGI4MGEzLTM1NmQtNGM4Zi1iYzNkLWUzNjIzNDg0OWE1ZCJ9.XvzsBRHT8pRFlT962DAb-xCAzgwLWtH_QK9-Oi0kgHA" class="fr-fic fr-fil fr-dib" width="667" style="width: 669px; height: 427.622px;" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 13. The setting to show top level on tickets</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyZWJkYWYxLWIwZjctNDI1YS1iOGRlLTg3YTk4ZjIxZTBmMSJ9.NYwdNEqZ1BhPYRnS6HrHjF0-myF0GW0FxT8GRzvC0Us" class="fr-fic fr-fil fr-dib" width="402" height="343"></p><p><strong><span style="font-size: 10pt;">Fig 14. A user&#39;s top level displayed on a ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Service Restrictions</span></strong></p><p>Top levels can be used as access criteria for a service in the service catalogue.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwY2ZkZThjLTUxMTEtNDBjOS04OTk4LTgyYmQ2NGNmMzU0NiJ9.c2Bxotrs-L7VmEwMFTm1XQ4pfsvdlHe_XL-itPujfVY" class="fr-fic fr-fil fr-dib" width="767" style="width: 769px; height: 565.747px;" height="566"></p><p><strong><span style="font-size: 10pt;">Fig 15. Restricting user access to a service by restricting it by top level</span></strong></p><p><br></p><p><strong><em>Note:&nbsp;</em></strong><strong><em>Top Level changes to Customer records can be viewed under the Customer&#39;s Change Management Tab.</em></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><span style="font-size: 11pt;"><strong>- Connecting via the API</strong></span></p><p><span style="font-size: 11pt;"><strong>- Mappings</strong></span></p><ul style="margin-left: 20px ;"><li><span style="font-size: 11pt;"><strong>Custom Fields</strong></span></li><li><span style="font-size: 11pt;"><strong>Trouble Shooting Using the Developer Tools</strong></span></li><li><span style="font-size: 11pt;"><strong>Ticket Type</strong></span></li><li><span style="font-size: 11pt;"><strong>Email Rule</strong></span></li></ul><p><br></p><p>The commonly used RMM&#39;s will have detailed guides of how to integrate with Halo. This below guide goes over the general procedure for integrating with any RMM tool.</p><p><br></p><p>There must be a connection between the RMM and Halo, this is usually in the form of an API Key. So you will connect to the RMM from the integration page on Halo, whether you are connecting to Ninja, Datto, N-Able N-Central, etc... This will include a token/ secret for authenticating the connection. Once connected on both sides, the next step is to set up the mappings. The procedure for i.e. NinjaOne is to generate an API Key which creates a Key and a secret.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4Y2VjM2JhLTJlYzYtNGI5Ny1iZGRmLWExNjUwNDE2MzcxOCJ9.bkPpF7zS0_C1QhQgVb_VIBVEtf4BHAfJA8WovW_Bh9o" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 234.277px;" height="234"></p><p><strong><span style="font-size: 10pt;">Fig 1. Generating an API Key on Ninja</span></strong></p><p><br></p><p><em><strong>Note:</strong></em><strong><em>&nbsp;It is vital to make sure you copy down the secret key as it will only be visible for a limited amount of time.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Halo</span></strong></p><p>Then going back over to Halo, the connection between the applications can be made by inputting the ID (API Key) and secret from the RMM into Halo on the integrations page.&nbsp;</p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>It is important to make sure the module for the integration has been enabled by clicking on the plus sign shown below, this applies to all integrations, not just RMM&#39;s</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmOWQzZDkwLTkzNTAtNGVjNy05MDk2LTc4ZmIzZGUzYWNhNyJ9.iQ-Q8sQydQ5zovLmmYaRD2YLnqEbIDiEhcZJxCYAVFM" class="fr-fic fr-fil fr-dib" width="455" height="220"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling The Module</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mappings</span></strong></p><p>To allow the assets in halo to sync with assets in the RMM, we must map the customers/ sites/ assets in Halo to the customer/ site/ assets in the RMM (some RMM&#39;s do not include customer mappings). If the name of the customer in the RMM is different from the name in Halo, then the field chosen to match on will have to be different as it must be a uniquely identifying field that is the same value across Halo and the chosen RMM.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2ZGViN2Y4LTdlODUtNDkxOC05ZDUyLTFjYjU3YThiMDYxNSJ9.LHyIVxVVRI0VOPNZttHZFWj3jLB7jM6R-SHXsLOQ6gg" class="fr-fic fr-fil fr-dib" width="942" height="264"></p><p><strong><span style="font-size: 10pt;">Fig 3. Importing Assets</span></strong></p><p><br></p><p>Asset matching, before achieving the mapping of customers make sure to import customers before mapping the assets to that customer, or else all of the assets will end up in the unknown customer. Assets can be mapped directly to customers because it is a field on the asset import spreadsheet. To navigate to the import assets button, go to Configuration &gt; Asset Management &gt; General Settings and scroll to the very bottom. To get the sample spreadsheets when importing, the &quot;Download Samples&quot; button on the top left of the import screen can be used to download the asset import file along with many other import files</p><p><br></p><p><em><strong>Note:</strong></em><strong><em>&nbsp;This sample import folder only needs to be downloaded once and then it will be available for all different types of imports.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmY2U4OWE0LWM5MWYtNGE4My05YmYxLWIxMGFkMzZlYTQ5ZiJ9.MZFqKrBDuqGQv0z0j-BSflOq58-TxcKieEXlHgqWsWg" class="fr-fic fr-fil fr-dib" width="405" height="132"></p><p><strong><span style="font-size: 10pt;">Fig 4. Download Samples Link</span></strong></p><p><br></p><p>The layout of the import spreadsheet for assets is shown below:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViOTlkMTI1LWZhNjktNDRiMi1iODBkLTI2NjU3NzNkYjE2MyJ9.lrtZiX4xoox2Y3h9ft5RL3UV6pEAiNdQ055RulNgM3Y" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 84.1229px;" height="84"></p><p><strong><span style="font-size: 10pt;">Fig 5. Import Assets Spreadsheet</span></strong></p><p><br></p><p>Custom fields on Halo can be added to this by using the convention $CFvariablename so a custom field named CF3rdparty, would appear on the spreadsheet as $CF3rdparty.</p><p><br></p><p>If there is a certain field you are looking for to import, it can be found by using the developer tools on your browser by clicking Fn + F12 (If on a windows machine) or on Mac go into Safari&#39;s preferences (Safari Menu &gt; Preferences) and select the Advanced Tab. Then the shortcut is Option + ⌘ + C (On Mac). Furthermore the data types on the spreadsheet need to be correct in order for the input to work, if it is a date in the input it should be a defined date time data type on the spreadsheet (The date field will vary depending on the area of Halo). If there are errors when importing, it is best to run the development tools whilst importing to see if an error is being displayed on the API, this is very useful for detecting data type errors on spreadsheets. Check the response tab to see what the response from the API was and check the payload tab to see what changes have been made on the screen.</p><p><br></p><p><strong><span style="font-size: 14pt;">Further Configuration</span></strong></p><p>Default asset group for assets, all assets must have certain types, all types must have certain groups. RMM&rsquo;s can create new asset types, those options specify which group those assets are within. Field mapping table, if you don&rsquo;t map a field the data wont be imported, if you match a field you must make sure the field is on the respective asset type or the asset wont be displayed.&nbsp;</p><p><br></p><p>Default site for new assets, this is the site new assets will exist within if assets have not been imported. Some RMM&rsquo;s in more recent times have asset type mappings, either have one table as all of the fields to match, but some RMM&rsquo;s such as IT Glue and ConnectWise RMM have an additional layer where you map asset types then a modal window pops open where you map fields per asset type.</p><p><br></p><p>The alert ticket type should be selected as the default as this is to show assets on the ticket. Make sure to choose the correct email rule type if it is an alert that is pulled in via email, i.e. if it is a ninja alert, make sure to choose the correct email rue type and that the email comes from the mailbox from ninja i.e. alert@ninja.com</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; 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; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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">By default when using $-variables to populate dates (e.g. date occurred), it will use the following format DD/MM/YYYY HH:MM tt.</p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style='font-size:11pt;font-family:"Arial",sans-serif;color:black;'>&nbsp;</span></p><p><strong>21/09/2023 15:50 PM.&nbsp;</strong></p><p>&nbsp;</p><p>Please note that capitalisation of letter within the brackets is case sensitive and if used differently to above will affect the outcome of the format.&nbsp;</p><p>&nbsp;</p><p>You can use {} to determine a personalised format.</p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:17.15pt;margin:0cm;background:white;'><span style='font-size:11pt;font-family:"Arial",sans-serif;color:black;'>&nbsp;</span></p><p>For full date and time view: &nbsp;<strong>Thursday, 21 September&nbsp;</strong>at <strong>15:50</strong>, use:&nbsp;</p><p><strong>$</strong><strong>DATEOCCURED{dddd,dd MMMM}</strong> at <strong>$TIMEOCCURED{HH:mm}</strong>.</p><p><br></p><p>For day and month only: <strong>21/09</strong><strong><span style='font-family:"Arial",sans-serif;'>,</span></strong>use:&nbsp;</p><p><strong>$DATEOCCURED{DD/MM}</strong></p><p style='margin-right:0cm;margin-left:0cm;font-size:11pt;font-family:"Calibri",sans-serif;margin-top:0cm;margin-bottom:8.0pt;line-height:107%;'><strong><span style='font-family:"Arial",sans-serif;'>&nbsp;</span></strong></p><p>To see full options of variable formatting, please see <a href="https://www.c-sharpcorner.com/blogs/date-and-time-format-in-c-sharp-programming1" rel="noopener noreferrer" target="_blank"><strong>this link</strong></a>.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong></span><strong>What are SLA and OLA Notifications?</strong></p><p><strong>- Configuring Warning Thresholds&nbsp;</strong></p><p><strong>- Setting Up Warning Notifications</strong></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1848" target="_blank" rel="noopener noreferrer"><strong>Notifications</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1865" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a></li></ul><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/891" target="_blank" rel="noopener noreferrer">&nbsp;<strong>Notifications&nbsp;</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1927" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2289" target="_blank" rel="noopener noreferrer"><strong>Advanced SLA Settings</strong></a></li></ul><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>What are SLA and OLA Notifications?<br></strong></span></p><p><span style="font-size: 11pt;">Service Level Agreement (SLA) notifications are essential tools that help team members stay proactive in meeting response and resolution targets. This guide explains how these notifications work and how to configure them effectively. OLA notifications can also be configured , these are set up in a similar way to SLA notifications and are designed to help manage operational targets.</span></p><div data-pasted="true"><br></div><p data-pasted="true"><span style="font-size: 14pt;"><strong>Configuring Warning Thresholds&nbsp;</strong></span></p><p><span style="font-size: 11pt;">Before you setup your notifications you will need to configure when warnings should be issued. To do this, navigate to Configuration &gt; Service Level Agreements &gt; General Settings.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">For configuring SLA Warnings, scroll to the &quot;Notifications&quot; section.</span></p><p><br></p><p><span style="font-size: 11pt;">Here you will find the F</span>irst SLA Warning, which serves as an initial alert that an SLA deadline is approaching, and the Second SLA Warning, which provides a final alert before the SLA deadline.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1Mjc2YzY0LWI4NzctNDEyYi1hOGJjLWI3NzYzODFmNWI1NiJ9.FGKh1beNEQuOWoffKUQxDsJx5jH8OuamG2an7LcU3j4" class="fr-fic fr-fil fr-dib" width="818" style="width: 820px; height: 377.529px;" height="378"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. SLA Warnings setup</strong></span></p><p><br></p><p>For OLA Warning configuration, scroll to the &quot;OLA Notifications&quot; section, and select the &quot;Enable OLA events&quot; checkbox. With this enabled you will be able to set the thresholds for each warning.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlZDRiNTVhLTI2MGItNGNjYS1hZmQ5LTlmNWNiZWNhMDUyMCJ9.1Dc5J1KAHe-V9_Cyg1QqVDzkS0wU1800umBgex3h7WA" class="fr-fic fr-fil fr-dib" width="788" style="width: 790px; height: 483.609px;" height="484"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. OLA Warnings setup</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Both SLA and OLA warning thresholds can be configured using one of the methods outlined below, you will need to set your chosen method using the</span> notification warning drop-down:</p><div><p><br></p><div><span style="font-size: 11pt;"><strong>Percentage-based warnings:</strong></span><p><span style="font-size: 11pt;">Set warnings to trigger when a certain percentage of the response or resolution time remains</span></p><p><span style="font-size: 11pt;">For example: A warning at 75% means it triggers when 75% of the available time has elapsed</span></p></div><p><br></p><div><span style="font-size: 11pt;"><strong>Time-based warnings:</strong></span><p><span style="font-size: 11pt;">Set warnings to trigger a specific number of hours before the deadline</span></p><div><span style="font-size: 11pt;">For example: A warning 4 hours before the resolution deadline</span></div><p><br></p></div></div><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjNzg0OTMxLTYwY2UtNGQ4OS1hZmVkLTg5Y2VmY2I5ODU2MCJ9.b5KMk-Xcp8oTffjygYgJr-C3ZbQwKCPvUhyvRDpddpQ" class="fr-fic fr-fil fr-dib" width="684" style="width: 686px; height: 205.37px;" height="205"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Calculation Method&nbsp;</strong></span></p><p><br></p><p>Once you have chosen which method to use you will need to set a value to determine what percentage/how many hours before the warning should trigger.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyNmUzZjYzLWQ4MzUtNGM1ZC1iNjcxLTFiMGEyMmZhZjgyZSJ9.zA60b_2BLrWQhBfFQ0j9edC1guP3NhgJOymwvL0RVTo" class="fr-fic fr-fil fr-dib" width="646" style="width: 648px; height: 210.271px;" height="210"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Hours/percentage complete</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Setting Up Warning Notifications</strong></span></p><p><span style="font-size: 11pt;">For both SLA and OLA notifications navigate to Configuration &gt; Notifications.</span></p><p><br></p><p><span style="font-size: 11pt;">Here you will need to create or edit a notification with the relevant SLA or OLA warning as the trigger. You will need to create a notification for each warning. &nbsp; &nbsp;</span></p><div class="warning-levels"><div><br></div></div><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxYjZlMWU2LTY3OGQtNDU3MS05MDNkLWYwZDYxNTZlMzNkYyJ9.gAIEgmOyuZGVhJPwZx_sx0Z2xuzHP0eWDKHWvEv_xUc" class="fr-fic fr-fil fr-dib" width="940" style="width: 942px; height: 235.344px;" height="235"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. SLA Warnings notification trigger&nbsp;</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ4MzllMmFhLTE4ZTMtNDU1NS1hOWJhLTRjMzI3MTVjMDQ3ZSJ9.4e-qbuxKNZpv5rv_63jl8RGlWv5XBU41WhXmKtngpQY" class="fr-fic fr-fil fr-dib" style="width: 934px; height: 230.862px;" width="932" height="231"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. OLA Warnings notification trigger</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Notification Delivery Methods</strong></span></p><p><span style="font-size: 11pt;">When an SLA warning is triggered, the system can notify agents through three channels:</span></p><p><br></p><div class="notification-methods"><ul><li><div><span style="font-size: 11pt;">Email notifications</span></div></li><li><div><span style="font-size: 11pt;">Pop-up alerts within the system</span></div></li><li><div><span style="font-size: 11pt;">Mobile Push</span></div></li></ul></div><p><span style="font-size: 11pt;"><em><strong>Note: Agents must be subscribed to receive these notifications. This subscription-based approach ensures that only relevant team members receive the alerts.</strong></em></span></p><p><br></p><p><br></p><div class="best-practices"><span style="font-size: 12pt;"><strong>Best Practices for Warning Configuration</strong></span><ul><li style="font-size: 11pt;">Consider your team&#39;s typical response patterns when setting warning thresholds</li><li style="font-size: 11pt;">Ensure enough time between warnings for agents to take action</li><li style="font-size: 11pt;">Account for different time zones if your team operates globally</li><li style="font-size: 11pt;">Test notification settings with a small group before rolling out widely</li></ul></div>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- Use AI to Generate automatic user responses</strong></p><p><strong>- Sending AI generated responses automatically</strong></p><p><strong>- Improve Agent responses with AI</strong></p><p><span style="font-size: 13px;"><strong>-&nbsp;</strong></span><strong>Previewing responses</strong></p><p><strong>-Thank you detection</strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="box-sizing: inherit; font-size: 11pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Related Guides:</strong></span></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit; font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2695"><strong>AI Acknowledgement Emails</strong></a></li></ul><p id="isPasted">AI can be used to enhance the responses written by agents to improve spelling, vocabulary, tone, etc. and even generate an automatic response based on the details of the ticket.&nbsp;</p><p><br></p><p><strong><em>Note: You can use any default AI connection for this feature, including the default Halo connection.</em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Generate automatic user response</span></strong></p><p>Actions can be configured to leverage AI to generate a response to be sent to the user. This can be used to provide a more personal/tailored response to the user to confirm their ticket has been logged. Information/resources can also be sent to the user to assist them with their request/issue.&nbsp;</p><p><br></p><p>To configure this, head to Configuration &gt; Tickets &gt; Actions &gt; create new or edit an existing action, ensure the action you have chosen or have created is configured to send an email to the user. Now under the AI section of the details tab set the &#39;Operations&#39; field to be &#39;Generate User response&#39;. Once chosen you will need to enter your &#39;Azure OpenAI Deployment&#39; if you are using your own AI connection, and a prompt in the &#39;System Message&#39; field for the AI model to use to generate a response.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZGJkZWFkLTVmOWItNGIyMi04YzlhLTI2YzNiMjQ0MmYzMiJ9.R2qcKtr8NYd0vHR5MVoyb7Dq5sS2f5-RLJ9SwKACjJo" class="fr-fic fr-fil fr-dib" width="1049" style="width: 1051px; height: 350.729px;" height="351"></p><p><strong><span style="font-size: 10pt;">Fig 1. AI action configuration</span></strong></p><p><br></p><p>Dollar variables can be included in the system message field too. This allows you to provide details of matched articles to assist the AI in writing an answer, you may find the following variables particularly useful:</p><ul><li>$-BESTARTICLEMATCHES - Can be used to show a table of AI matched articles.<span style="font-size: 13px;"><br></span></li><li>$-BESTARTICLEMATCHESJSON - Can be used to show the AI matched articles and the content of the articles in JSON format.</li></ul><p>If using &#39;$BESTARTICLEMATCHESJSON&#39; you will need to specify in the prompt that you are giving data in JSON format but the response needs to be generated on HTML. For example the following prompt will allow the AI to attempt to answer the ticket using the details of the matched knowledge base articles:</p><p><br></p><p id="isPasted" style="margin-left: 20px;"><em>You will be given a conversation between an Agent and a User on a service desk ticket. The user may be asking for help, or have an issue.&nbsp;</em><span style="font-size: 13px;"><em>The following JSON is an array of matched knowledge base articles regarding the topic, where title is the name of the article, description is the content of the article, and the resolution contains details on the resolution where applicable. Please read these and write a response to the user in HTML format using the articles provided. Do not answer in Markdown.</em></span></p><p style="margin-left: 20px;"><span style="font-size: 13px;"><em><br></em></span></p><p style="margin-left: 20px;"><span style="font-size: 13px;"><em>$-BESTARTICLEMATCHESJSON</em></span></p><p style="margin-left: 20px;"><br></p><p><strong><em>Note: Consistent use of large articles here may result in OpenAI rate limits being breached or additional cost in OpenAI.</em></strong></p><p><br></p><p>We recommend also enabling &#39;Preview the OpenAI response before saving the action&#39; if you would like to preview the AI generated response before sending the email to the user.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Send auto-generated responses automatically</span></strong></p><p>For even more automation you can have AI generate a response to the user and create a workflow automation to have this send out to the user automatically when they have logged a ticket. This allows you send a response that is more tailored than a standard acknowledgement email would be.&nbsp;</p><p><br></p><p>To do this configure an automated response action as shown above, however you will need to set this to be a quick action (see figure 5) and disable &#39;Preview the OpenAI response before saving the action&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjYjM5ODViLTI3ODctNDlhZC1iYjc0LWVmZWUxZGFiN2RhNiJ9.UnYU-hyZqudMQvK52YTwqmyHL72c-io7bHNux5SJ4Wg" class="fr-fic fr-fil fr-dib" width="913" style="width: 915px; height: 458.213px;" height="458"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quick action setting</span></strong></p><p><br></p><p>Now edit the workflow you would like the automation to take place on, in the example here I will add the automation to my incident management workflow. Create a new step on your workflow and add an automation to the actions table that completes your &#39;auto-response&#39; action when the ticket is at this step (shown in figure 6).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyYTI1YjJmLWE0MzQtNDY1ZC1hOWQwLTExZjI5YzQ2MDhhZSJ9.udIjB5y0-8LAH4tBHDV5c1D618i2TLjV1eFG7uRGHdc" class="fr-fic fr-fil fr-dib" width="638" style="width: 640px; height: 834.182px;" height="834"></p><p><strong><span style="font-size: 10pt;">Fig 3. Workflow automation to send auto-response</span></strong></p><p><br></p><p>Set the automation to move the ticket to the next step of the workflow when it is complete.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMjQ2NDc0LTY4ZTQtNGVjZi1iMTEzLTcyODJhODBlZDdhNSJ9.COYVjKk-bep191k-UxkkmY8u69ytNNfmoSnra2cdDNg" class="fr-fic fr-fil fr-dib" width="963" style="width: 965px; height: 719.205px;" height="719"></p><p><strong><span style="font-size: 10pt;">Fig 4. Workflow with automation to send an automatic response to user</span></strong></p><p><br></p><p>In my figure 4 example I have set the automation to be the starting step of the workflow, this will ensure when the ticket is logged the automated response will be sent then the ticket will progress into the following stages of the workflow as usual.&nbsp;</p><p><br></p><p>In this example I am using the auto-response to send a response to all users when their ticket is logged, however you can add additional restrictions to this, such as only sending the automation when the ticket is logged from the portal. You could also have the automation run at a different stage of the workflow, such as when the ticket needs to be escalated. For more information on configuring workflows (and other automations) see our guide on <a href="https://usehalo.com/haloitsm/guides/1922" target="_blank" rel="noopener noreferrer"><strong>workflows</strong></a>.</p><p><br></p><p><strong><em>Note: If using an automation to send out an AI generated response this will not be able to be previewed by the agent before being sent. We only recommend using this functionality if you are happy with the reliability of your AI generated responses.&nbsp;</em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Improve Agent responses</strong></span></p><p>AI can be used to improve agent responses to users, such as correcting spelling and grammar and making language more concise/user friendly.&nbsp;</p><p><br></p><p>Each action will need to be configured to allow AI to make these improvements. Head to Configuration &gt; Tickets &gt; Actions &gt; edit an action (such as email user) &gt; see AI section under Details tab. Set the &#39;Operation&#39; field to be &#39;Improve agent note&#39;.</p><p><br></p><p><span style="font-size: 13px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmOGM1YWVjLTlmOGUtNDJhZC04OTRmLWUwMWJhNDQyMzRhNiJ9.JQy_AGxzkFO0cEIdhqLq5yzugV6RfciMkLwRiRXOQHE" class="fr-fic fr-fil fr-dib" width="1126" style="width: 1128px; height: 485.116px;" height="485"></span></p><p><strong><span style="font-size: 10pt;">Fig 5. Improve agent note action configuration</span></strong></p><p><br></p><p>Now you will need to enter your &#39;Azure OpenAI Deployment&#39; and enter a prompt for what improvements the AI model should make. The dollar variable for each field against this action that you would like the improvements to be made to should be added into the prompt. In the figure 8 example I would like the text entered into the &#39;Note&#39; field on the action to be improved, the variable for this field is $-RICHACTIONNOTE, therefore this variable has been given in the AI prompt. Rich text fields use HTML therefore variables for these fields will be passed to the AI model in HTML format, this will need to be specified to the AI prompt to ensure the formatting of the field remains after improvements are made.&nbsp;</p><p><br></p><p>If you are not using rich text fields you do not need to specify that the field is in a HTML format in the prompt. The associated variable for each ticket field can be found at <a data-fr-linked="true" href="https://YOURHALODOMAIN.halopsa.com/variables">https://YOURHALODOMAIN.halopsa.com/variables</a>.</p><p><br></p><p>Now when completing the note action against the field an &#39;Improve agent note&#39; option will appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzZTAxZTZmLTRjNjctNDMxNC1iODQyLWZhM2E2MzVlMzcwYiJ9._sRiomFLG-uANr97WjAgek2t6Ko4CmcaVe5t1FUa7I8" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 500.507px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 6. Improve agent note button</span></strong></p><p><br></p><p>When selected the text in the rich text box will be improved, shown in figure 7.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMTQ0MTNkLTJhYjUtNDYzNi1iNGQ0LWJmOWJhNzIwNDc3ZiJ9.3CBNXoiFatkRJW_kR2VNtgN_w-nqKASUXIuTfH0SX48" class="fr-fic fr-fil fr-dib" width="886" style="width: 888px; height: 437.328px;" height="437"></p><p><strong><span style="font-size: 10pt;">Fig 7. AI improved response</span></strong></p><p><br></p><p><strong><em>Note: Improvements to other (non rich text) fields will be visible on the preview screen. The preview screen will appear once the action is saved, you will then need to save it again on the preview screen for it to send.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Previewing responses</span></strong></p><p>Ensure you have the setting highlighted in figure 9 enabled if you would like to be able to preview responses before they are sent to a user. Found under Configuration &gt; Email &gt; General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4YTczZmM5LWY0NDMtNGNhYi04MWY3LTBiOTU0YjQ2ZTA5OCJ9.D3wzSiXU9gbtRX6Wk2c556z9hEfYdRRztO3iDNp5CJs" class="fr-fic fr-fil fr-dib" width="858" style="width: 860px; height: 383.097px;" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 8. Show email preview setting</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Thank you detection</span></strong></p><p>AI can be used to detect whether a user update on a closed ticket should re-open the ticket, or if the user is just thanking the agent.&nbsp;</p><p><br></p><p><strong>Prerequisites</strong></p><ul><li>Incoming service must be enabled (configuration &gt; advanced settings)&nbsp;</li></ul><p><br></p><p>To enable this functionality head to configuration &gt; AI, enable &#39;Enable AI &#39;Thank you&#39; email detection on closed/pending closure Tickets&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3NzIzYzIxLWY3MmUtNGVkNC1iOTE2LWIxNjYyMjkxZjA5ZSJ9.ZmRtdIyFvv51hFRNuawjxMaqODjlSG9bTHuAaJg0Ap0" class="fr-fic fr-fil fr-dib" style="width: 887px; height: 338.803px;" width="885" height="339"></p><p><strong><span style="font-size: 10pt;">Fig 9. Enable AI &#39;Thank you&#39; email detection on closed/pending closure Tickets setting</span></strong></p><p><br></p><p id="isPasted">This will override the settings shown in figure 11, in ticket type settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5MTZlMDBiLWJlZjQtNDk4ZC04MzYyLWM4MmVjODQyOWEzNyJ9.vSSY4-i5C0yMD0NdLklJmoj7E_vSY0VB92OOOi017AM" class="fr-fic fr-fil fr-dib" width="616" style="width: 618px; height: 356.112px;" height="356"></p><p><strong><span style="font-size: 10pt;">Fig 10. Ticket type closure settings</span></strong></p><p><br></p><p>Once enabled any incoming email from users to a ticket that has a closed/pending closure status will ne evaluated by AI to determine if further action is required on the ticket or the user is just saying thank you. If the AI model determines the user is just saying thank you the ticket&#39;s status will not be updated. If the AI model determines further action is required the ticket status will be updated in line with the ticket type settings (in figure 11).&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 id="isPasted">Configuration &gt; Organisations</strong></p><p><br></p><p><strong>Check out the guides for more information on Organisations, the same guides can be found on the HaloPSA Academy:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1895/" rel="noopener noreferrer" target="_blank"><strong>Organisations</strong></a></li><li style="font-weight: bold;"><a href="https://academy.halopsa.com/organization_multitenancy_akse0/organisations_0flri" rel="noopener noreferrer" target="_blank"><strong>HaloPSA Academy - Organisations</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; 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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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color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 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: 33.3674%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 15.5389%; 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: 51.0704%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3674%;" id="multitenancy_enabled">Enable Multi-Tenancy</td><td style="width: 15.5389%;">Checkbox</td><td style="width: 51.0704%; text-align: left;">Multi-Tenancy will allow the database to be split to be used for multiple organisations at the same time. Enabling this will allow you to configure multiple organisations.</td></tr><tr><td style="width: 33.3674%;" id="configitem_multi">Configure (My) Organisation(s)</td><td style="width: 15.5389%;">Menu</td><td style="width: 51.0704%; text-align: left;">This will take you to a list of your Organisations should you have multi-tenancy enabled. If not, this will take you to the settings for your organisation.</td></tr></tbody></table><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><p><strong>In this guide we will cover:</strong></p><p><strong>- Changing Project List View</strong></p><p><strong>- Changing Project Tasks View</strong></p><p><strong>- Changing Default Options of Child Tickets i.e. Show Kanban View By Default</strong></p><p><strong>- Kanban View</strong></p><p><strong>- Setting Kanban Statuses</strong></p><p><strong>- Agent Gantt View</strong></p><p><strong>- Locked milestones and completed milestones View</strong></p><p><strong>- Quick Way to Adjust Projects and Project Tasks (Targets, Milestones, Re-assign)</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a>&nbsp;</li></ul><p><br></p><p id="isPasted"><strong id="isPasted"><span style="font-size: 14pt;">Changing Project List View</span></strong></p><p>The options around how you view your Projects &amp; Project Tasks are similar to those of your Service Desk - however, there are some options that are more applicable to Project Management than to your Service Desk.</p><p><br></p><p>All views can be accessed via clicking the &#39;...&#39; next to &#39;New&#39; in the top RHS of the screen when on the main project screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxOGQxNjEzLTk3OGEtNGQwNC05YjA1LWMzMTUwZDdhN2MyMiJ9.VBP-cLNo1mSF3FcbNdQIltGbGr6rSAOaWvff5Ehd7v8" class="fr-fic fr-fil fr-dib" width="151" height="269"></p><p><strong><span style="font-size: 10pt;">Fig 1. Main Project View Changing&nbsp;</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Changing Project Tasks View</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzN2Q5MjI4LTkzOTYtNGVkNS05OGZiLWFhZmE3NjVlNGIxZiJ9.dheyZRn9Q3ndbyzsdVH9CkTzRaCEuCC6ZmRLm2FjgJ4" class="fr-fic fr-fil fr-dib" width="438" height="240"></p><p><strong><span style="font-size: 10pt;">Fig 2. Ticket Viewing Options from the Project Tasks Tab of a Project</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Changing Default Options of Child Tickets</span></strong></p><p>The two most commonly used views for Projects/Project Tasks are Kanban/Gantt view.</p><p><br></p><p>Generally, the Kanban/Gantt view are selected to better visualise Project Tasks within a given Project - hence, there are some options found at Ticket Type level regarding how Child Tickets are presented (i.e. you can set how Project Tasks are returned within a Project).</p><p><br></p><p>If you head to Configuration &gt; Tickets &gt; Ticket Types, you can change the default list type for Child Tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1M2YwNzliLTFkMWQtNDg4Mi04NDMzLWEzM2NkMWJkN2FiMiJ9.BHc-PK33GZz3fM9uJnavXC_1TtEZTcVfqOse1eiRdGM" class="fr-fic fr-fil fr-dib" width="601" height="491"></p><p><strong><span style="font-size: 10pt;">Fig 3. Changing The Default Child Ticket Settings for List Type View and Column Profile for The Child Tickets</span></strong></p><p><br></p><p>And hence use your preferred method of visualising Projects &amp; their component Tasks.</p><p><br></p><p><span style="font-size: 14pt;"><strong>Kanban view</strong></span></p><p>Your Projects can be displayed based on their current status &amp; can display the Project ID/title, the assigned agent &amp; a preview of the Project details.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2MmI5ZmFjLWM0YmYtNGI0Mi04ZjJhLTIxYzA5N2RiOGY4YiJ9.Lt640EvpeR788A0j-gVWI7HbROBaXg-8D7p2YHsFhkc" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 333.95px;" height="334"></p><p><strong><span style="font-size: 10pt;">Fig 4. Kanban Ticket View</span></strong></p><p><br></p><p><em><span style="font-size: 11pt;"><strong>Note: Drag and drop Kanban cards (Projects) between columns to change their status.</strong></span></em></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Setting Kanban Statuses</span></strong></p><p>If you are using the Kanban board to view Tasks within a Project, you can &#39;lock&#39; certain statuses to the Kanban board for child Tickets (Project Tasks). This can be achieved per Ticket type via heading to Configuration &gt; Tickets &gt; Ticket Types, then to your desired Ticket Type and disable the &#39;Show Active Statuses on the Child Kanban&#39; option, on the &#39;Settings&#39; tab.</p><p><br></p><p>This will then present you with a multiple-select field, where you can pick the statuses to lock on the Child Ticket Kanban board.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOTQ1ZTExLTRkNTEtNDIyOS05MWU2LTQ1ZDQyZTAwMDExZSJ9.JWyEEXAveR_Jus8AmEZ7R0Crm-qVAu1ZAeWBFigpWm4" class="fr-fic fr-fil fr-dib" width="496" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 5. Adding Statuses on The Multi-Select List (Configuration&gt;Tickets&gt;Ticket Types&gt;*Settings Tab*)</span></strong></p><p><br></p><p>This should be done within the Parent Ticket type (Project), as opposed to within the Child Ticket type (Task).</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Agent Gantt View</span></strong></p><p>The Gantt view will display a timeline of Projects/Project Tasks based on the Start/Target Date entered when creating your Project &amp; respective Tasks, you can also apply the start and target dates on the parent/ child ticket templates. You can view the projects in Gantt View and when clicking into a project you can view the project tasks in Gantt View within the &quot;Project Tasks&quot; Tab.</p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note:</span></em></strong><em><strong><span style="font-size: 11pt;">&nbsp;This view can also be shown similarly by using the calendar view, the main difference being that you will have to search through your calendar to find the Projects/ Project tasks if they are far in the future or far in the past and overdue. It is important to set the start/ target dates, as they are required for the Gantt view to work.</span></strong></em></p><p><br></p><p data-pasted="true">You will find the &quot;Title for Calendar Events&quot; section when creating/editing a Column Profile. Dollar variables can be used here to display ticket information on the Calendar view.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4YmRmZWIwLWMzOTMtNDJkNS04ZDI0LWQ3NWZmMjMzMTIzZCJ9.toe_lSl9t0FjwoIJZnQiHq1mB4ZL4g8u3v1JUsMZ_nQ" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 116.052px;" height="116"></p><p><strong><span style="font-size: 10pt;">Fig 6. Project Gantt View</span></strong></p><p><br></p><p>Once using the Gantt view even from the projects lists, you can also opt to view Projects/Project Tasks by assigned agent or view the tasks in projects by using Task Gannt, there is also a milestone Gantt View.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkODQ2NTMwLWI5MTYtNDYxZC1hZjEwLTg0MjE4ZjE0OTQwNSJ9.4Cwm97llb5uXoiL209-PwWJB3XQ3HuhIKBDkNL0Xxfg" class="fr-fic fr-fil fr-dib" width="156" height="313"></p><p><strong><span style="font-size: 10pt;">Fig 7. Agent Gantt View Option</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkZmQ0YjA5LTU2M2EtNDRkMy05MzlmLTY4YmYxYTE5ZjBhZiJ9.TPvkm0kwWIbuW_Ph_uwyQzW0ujLPMy-wuvdexcIcCmE" class="fr-fic fr-fil fr-dib" width="781" height="254"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agent Gantt View Output</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Locked milestones and completed milestones View</span></strong></p><p><br></p><p>You can also view based off of milestones, this is useful to see up and coming milestones or to look at what milestones have already been completed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3ZWJmNzA3LTMxYmUtNDQ1Ny04MTE4LWNkOGI1MWI0MWQwZiJ9.2REA5OJ9CkIiGOTg2vgAxKVif2GX1bmRpSMj3EaV7GU" class="fr-fic fr-fil fr-dib" width="357" height="217"></p><p><strong><span style="font-size: 10pt;">Fig 9. Locked milestones and completed milestones</span></strong></p><p><br></p><p>These are explained further in the milestones guide.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Quick Way to Adjust Projects and Project Tasks (Targets, Milestones, Re-assign)</span></strong></p><p>There are also multiple options to choose from by right clicking on projects or project tasks (Re-assign, Change Milestone, Adjust Target Date). You can change the milestone on the task by right clicking and selecting &quot;Change Milestone&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiZTE0YzkyLWYyZDItNDQxNi04MjYzLWUyNDJlZmMwM2VhZiJ9.TYGNNY7cjyAVTLhkT96awJL3_ucDO_xoLiV0X86I2MU" class="fr-fic fr-fil fr-dib" width="812" height="805"></p><p><strong><span style="font-size: 10pt;">Fig 10. Adjust Target Date on a Project</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sequencing Project Tasks</span></strong></p><p><span style="font-size: 11pt;">You can enable the ability to give project tasks a sequence value, enabling you to set the order they appear when viewing the tasks within a project. Useful in creating a visual of the order tasks need to be completed in.</span></p><p><br></p><p><span style="font-size: 11pt;">This option can be enabled under configuration &gt; project management &gt; general settings &gt; &#39;Show an order sequence field on an Projects/Tasks that are children&#39;.</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyYmVkZTUyLTk5MTgtNDk5NS1iNGVlLTk4NWE3ODZkYzRlNiJ9.K-EqAd93eiLZQJZPndyJZWzH4NAii43dzy_wJkYULxk" class="fr-fic fr-fil fr-dib" width="793" style="width: 795px; height: 773.159px;" height="773"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Enable project task sequencing</span></strong></p><p><strong><br></strong></p><p><span style="font-size: 11pt;">Once enabled all project task tickets will have the field &#39;Sequence in lists&#39; visible in the ticket details, here you can set the sequence of the task.&nbsp;</span></p><p><strong><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwODhjMTAwLWVhMzMtNDU0Ny04MjlhLTc4ZThlYTliN2UyOCJ9.h8feUWktmyrRGr_qB8nUVUsGnBWBzQFZbq6fsisV_5M" class="fr-fic fr-fil fr-dib" width="1498" style="width: 1500px; height: 480.44px;" height="480"></strong></p><p><strong><span style="font-size: 10pt;">Fig 12. Set sequence of project task</span></strong></p><p><strong><br></strong></p><p>When in use you can also drag and drop the tasks, when viewing the tasks against a project ticket to re-order them.&nbsp;</p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>Departments sit one level above teams. Departments can be used to give agents access to all Teams under a department in a fast and efficient way. Generally this is used to ensure they have visibility of all teams under a department.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiZmQ2NDRjLWVkZWItNDQ3Yy04M2M5LTkzMTc0OTNlNTlkZSJ9.29cJkeWy1j8W5KukT5gSv5n6sG3b-5CQPCeku3Bqe0w" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 873.405px;" height="873"></p><p><strong><span style="font-size: 11pt;">Fig 1. Facilities Department Membership</span></strong></p><p><br></p><p>You can set a department as an Agent Department(Agent Departments can contain Agents and Teams. All Departments can contain Users), this is how we can add agents to the members list(there will be a table for agents as well as users):</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YTcwZTU2LThkMmEtNGJkNy1hYTE5LWU1NDQ2OTQwZWRhNSJ9.BSdcnyr_PdfJHU_jjuqN6f0MJVkVf3hn6ZFDztEu4Vs" class="fr-fic fr-dii"><strong>Fig 2. Agent Department Option on the Details Tab of a Department</strong></p><p><br></p><p>In the above organisational chart the agent Ross has been given Department View All access to the Facilities department. This means that he can see all teams under the department, without the administrator needing to go into every team and add his with &quot;No Assign&quot; permissions In order to add the agent into the Department you can achieve this either via the Agent&#39;s Permissions, or the Role Permissions.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkMzMxOWJkLTk5MmQtNDdmNC05MzkzLWVhZmM3NmE4MjA3NyJ9.B8Q1CZ0wl-7yrAsHefFXeSyBL1OL8bCP2AGSgzd7V4E" class="fr-fic fr-fil fr-dib" width="928" style="width: 928px; height: 511.56px;" height="511.56"><strong>Fig 3. Adding an agent or role to a department</strong></p><p><br></p><p>You can also assign a department manager under departments. This allows you to give a particular agent an additional option for some settings related to their department.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxNjljNjZiLWVhZDktNDI0Ny1iOWRlLTEzYzZiNGQ3MzIwNyJ9.W-CLJFa58ATp_h2aEM3TW-K5qYFrf2s4cNeMbSWx51A" class="fr-fic fr-fil fr-dib" width="906" style="width: 906px; height: 580.247px;" height="580.247"><strong>Fig 4. Assigning a Department Manager under Config &gt; Organisation &gt; Departments</strong></p><p><br></p><p><strong>Membership Levels include:</strong></p><ol><li><strong>Basic Member:</strong> Granting access to the Tickets Assigned to a particular Agent, across departments</li><li><strong>View All:</strong> View all Tickets assigned to Teams within the given department</li><li><strong>Modify All:&nbsp;</strong>Modify all Tickets assigned to Teams within the given department</li><li><strong>Department Manager:</strong> This is Modify all + options for specific notification functionality (notifications to be sent to department managers for a given event)</li></ol><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlhMTQ2ODM1LTZhZDEtNGU4Zi05OGNkLWMyYjFkM2E3OTUxMiJ9.MOKjsdz0jaPlnqMSBaDC6zuy-9Z4SeXJ4zLeKcKBOQM" class="fr-fic fr-fil fr-dib" width="361" style="width: 361px; height: 305.608px;" height="305.608"><strong>Fig 5. Department Manager in the Organisational Chart</strong></p>

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} img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Creating Sales Orders</strong></p><p><strong>- Processing Sales Orders</strong></p><p><strong>- Editing Sales Orders</strong></p><p id="isPasted"><strong>- Email Template for Sales Orders</strong></p><p><strong>- Sales Order Notifications</strong></p><p><strong>- Line Completions</strong></p><p><strong>- Sending Order Updates to Users&nbsp;</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1845/" rel="noopener noreferrer" target="_blank"><strong>Items and Stock Control</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1858/" rel="noopener noreferrer" target="_blank"><strong>Sales Orders</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1458/" rel="noopener noreferrer" target="_blank"><strong>Quotations</strong></a></li></ul><p><br></p><p id="isPasted">After a quote has been accepted the next stage is to create a Sales Order from the Quote. Sales Orders are used to process the order, allowing you to raise invoices and purchase orders for the order and consign the items on the order for example. Once created, on the right hand side of the Quote you will be able to navigate to your newly created Sales Order.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Sales Orders</span></strong></p><p>Sales orders can be created off the back of an accepted quote using the &#39;Create Sales Order&#39; button. This will create a single sales order, copying over the lines and the end user on the quotation.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjZjQ4YjI1LWI3YWYtNDZmYS04ZDdkLTg1M2RjOTgxYzUyYSJ9.bRBYZ5CzvG_EOe4x1jSnsvZiWD4NxmhsjW9urfh6nm8" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 512.964px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 1. Create sales order from quote</span></strong></p><p><br></p><p>You can have each line of the quote linked to a different customer, resulting in multiple sales orders being created, one for each customer. This allows you to invoice different customers for the different line items. This is done using the &#39;Customer&#39; field against quote lines. The customer chosen here will be the customer a sales order and then invoice will be created for.&nbsp;</p><p><br></p><p>They can also be set to create automatically when a quote is accepted by the user. This functionality is enabled using the setting &#39;Automatically create Sales Order when Quotation is approved&#39; found under Configuration &gt; Quotations &gt; Approvals.&nbsp;</p><p><br></p><p>They can also be created manually (standalone) in the Quotes and Orders module.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Tracking Changes to Sales Orders</span></strong></p><p>A &quot;Change History&quot; tab will be available against sales orders. This will show all changes made to the sales order, useful for auditing.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Processing Sales Orders</span></strong></p><p>The screen below shows what a sales order will look like upon creation. Here you can complete actions either shown in the top bar or from the lines, which allows for these lines to be marked as complete. A more in-depth explanation of line completion is further down this guide.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxOTIzZDM1LTE1NTQtNDkyNS1iYmJiLTliM2ZlOWRiMzhiZCJ9.6zRrBqdJDF6_di6zGD7jUwR188NzNdxUz04P3RldBU0" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 647.129px;" height="647"></p><p><strong><span style="font-size: 10pt;">Fig 2. Options available on a Sales Order</span></strong></p><p><br></p><p><strong><em>Note: From version 2.242+, Total Gross will also show in the totals calculations at the bottom right of the sales order.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sales Order Actions</span></strong></p><p>Various actions are available on a sales order, used to process the order. Lets break down the actions available.</p><p><br></p><p><strong>Preview Print&nbsp;</strong></p><p>Shows a preview of the PDF version of the sales order.</p><p><br></p><p><strong>Generate PDF&nbsp;</strong></p><p>Generates a PDF of the sales order (based on the PDF template chosen in the sales order details). This PDF will be saved and a link to it will be available in the sales order details.&nbsp;</p><p><br></p><p><strong>Send&nbsp;</strong></p><p>Will draft an email (based on the sales order email template) to the end user of the sales order. A PDF of the sales order will be generated and attached to the email automatically.&nbsp;</p><p><br></p><p><strong>Order Items</strong></p><p>Allows you to raise a purchase order for all the items on the sales order. When used the pop-up shown in figure 4 will display.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2NTQ1MjFjLWE0M2UtNDQ2Mi1hZTg1LTgyZmVmZDk2Yzg2YiJ9.8nSbsxbkeKsG4QSr2p3P7MECPyEvoOjq-uGxor6bSNE" class="fr-fic fr-fil fr-dib" width="610" style="width: 612px; height: 453.298px;" height="453"></p><p><strong><span style="font-size: 10pt;">Fig 4. Order Items from sales order</span></strong></p><p><br></p><p>You will see you will be given an option to create a purchase order for every item on the sales order, even if the items are in stock. The quantity will default to the quantity on the sales order and the supplier will default to the default supplier for that item (this is set against the item). If you would not like some of the items to be added to a purchase order, simply change the quantity to 0.&nbsp;</p><p><br></p><p><strong><em>Note: The &#39;Remove all&#39; button will change all the item quantities to 0.&nbsp;</em></strong></p><p><br></p><p>You can also choose, using the &#39;Purchase Order&#39; field whether to create a new purchase order for these items, or to add these items to an existing purchase order with this supplier.&nbsp;</p><p><br></p><p>Once saved a purchase order will be created, with a link to it available against each line item on the sales order. &nbsp;The propertied of the products (such as the SKU) on the sales order will be inherited by the PO created from this sales order.&nbsp;</p><p><br></p><p><strong>Reserve Items&nbsp;</strong></p><p>Allows you to reserve items you have in stock for this sales order. When items are reserved they will remain at the stock location but they will be marked as reserved so will not be able to be reserved/consigned for other orders.&nbsp;</p><p><br></p><p id="isPasted">If you do not have the option to reserve items ensure you have this enabled, under Configuration &gt; Items and Stock Control, then check on the setting &quot;Allow reserving of Items/Assets&quot;. This option will only be available if you are also tracking stock in Halo.&nbsp;</p><p><br></p><p>When this action is used you will need to choose which stock location you would like to take items from to be reserved for this order, and how many you would like to take. The quantity given for the product line, determines the maximum number of products that can be reserved for that line, preventing agent reserving more products than needed.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhNWY1ZmJiLTM3ZmItNDg5OC04YWQ3LTcwNTE3ODkxNTRhOCJ9.W0O-25oumQiqBhxU0k1w7e7irjhGOwdMYmJ1On2wrMk" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 293.431px;" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 5. Reserve items for a sales order</span></strong></p><p><br></p><p>Once you have reserved items for an order a &#39;Cancel Reservation&#39; action will be available to allow you to cancel the reservations made.&nbsp;</p><p><br></p><p>If you choose a stock location that does not have enough stock of the item to reserve, you will be unable to reserve items for the line and will be informed of this.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3MDIzMWVkLWNiNTEtNGRhMC1hODA0LTY2MGVjM2RiNTQ3NCJ9.Du904c4lE9hTMdW_0lpjsTTKPcHuBAzatdJN6vkcRro" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 319.134px;" height="319"></p><p><strong><span style="font-size: 10pt;">Fig 6. Reserving items when stock too low</span></strong></p><p><br></p><p><strong>Consign Items</strong></p><p>Allows you to consign the items for the sales order, consigning them in Halo will remove them from your available stock. If you are consigning a serialised asset, this will move the asset from it&#39;s current site to the site of the end user, however, if you do not want them to be moved to this site you can choose another site for the item to be consigned to. This is set against each line using the field &#39;Consignment Site&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYTIxMzI1LWNhZWMtNGRmZi1hODI1LTA4MmE2ZGU0ODQ0NCJ9.dNoDbjzPUDbTAKM6MGfQnBCVSdtEY1yHkklp7iDlVjs" class="fr-fic fr-fil fr-dib" width="1043" style="width: 1045px; height: 529.421px;" height="529"></p><p><strong><span style="font-size: 10pt;">Fig 7. Choose consignment site</span></strong></p><p><br></p><p><strong><em>Note: If manually entering an address as the consignment site for an item linked to a serialised asset, the asset will still be moved to the site of the end user after consignment. But the entered address will be used for the consignment note.</em></strong></p><p><br></p><p>When using a different consignment address for one or more lines, the purchase orders created from these lines will split by address when the purchase order is being delivered direct to the user. That is, a purchase order will be created per supplier, per consignment address.&nbsp;</p><p><br></p><p>Only items marked as &#39;consignable&#39; will be able to be consigned.&nbsp;</p><p><br></p><p>When consigning items you will need to choose which stock location to take the stock from and the quantity you are taking from this location. If consigning a serialised asset you will also need to select exactly which asset you are sending out for this order, this will determine which asset is moved to the user&#39;s site and which item will have it&#39;s stock quantity updated.&nbsp;</p><p><br></p><p>If you have reserved items for the order, these reserved items/assets will automatically be selected when consigning.&nbsp;</p><p><br></p><p><strong>Clone</strong></p><p>Allows you to create a clone of this sales order for a chosen end user. Useful if another customer/user requests the same order as this one.&nbsp;</p><p><br></p><p><strong>Create Invoice</strong></p><p>Allows you to raise an Invoice for the lines on the sales order. When used this will provide you a few options for how to invoice this sales order - such as the entire order or a percentage. If invoicing a percentage, an option will show to append an additional phrase to the long description of the invoice lines.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzM2M2MDJkLWQ4ZGQtNDdlZi04ZTExLTUyOGNjZTQ4MzE0ZCJ9.e-GC-P-4f5LzXQ__CsfcuWEvDQG98d7eudXXmIMMi8w" class="fr-fic fr-fil fr-dib" width="600" style="width: 602px; height: 438.587px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 8. Create Invoice for the order</span></strong></p><p><br></p><p>Once the invoice is created a link will be available against the sales order.&nbsp;</p><p><br></p><p>The manufacturer and supplier SKU of the product on the SO will be inherited by the invoiced created, these SKUs are set against the product itself. If SKU is not set against the product, instead only on the SO line, the SKU will be inherited by the invoice from v2.240+.&nbsp;</p><p><br></p><p>You can prevent the creation of Invoices from Sales Orders with zero value lines. To do this you will need to enable &quot;Do not invoice Sales Order lines with zero value&quot; in Configuration &gt; Sales Orders.</p><p><br></p><p><strong>Add Recurring Invoice</strong></p><p>This is only available when at least one product on the sales order line, is set to be a recurring product. This is done at Item/Product Level by ticking on the &quot;Is a Recurring Product&quot; setting in the details tab of a product (Products &gt; *Click into the Details Tab* &gt; *Check on the setting &quot;Is a recurring product&quot;).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyZTMzNTIyLWY5OWUtNDU4YS1hOWY4LWYzNTJmZWM3NDYwMiJ9.O1MAqw5lD93GS5AAjuiVg6tDMqMfgcXlJyffh6a6rvU" class="fr-fic fr-fil fr-dib" width="894" style="width: 896px; height: 474.512px;" height="474"></p><p><strong><span style="font-size: 10pt;">Fig 9. Mark Item as a recurring product</span></strong></p><p><br></p><p>When this action is used, you will be able to choose whether to add the recurring products on the sales order to an existing recurring invoice this customer has, or whether to create a new one.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MDBiODIxLWFjZTQtNDkwMS1hMzQ0LWY4ODAwNDZiMjA0ZSJ9.FXBvL2uT0B4frV5ZMp5uJe8QY6XNiUMFd1Fb2exkAT4" class="fr-fic fr-fil fr-dib" width="613" style="width: 615px; height: 329.464px;" height="329"></p><p><strong><span style="font-size: 10pt;">Fig 10. Create recurring invoice</span></strong></p><p><br></p><p>If &#39;Merge to existing lines if matched&#39; is selected, if the same products on the sales order are already on the recurring invoice selected, rather than being added as new lines the quantity of the existing lines on the recurring invoice will increase for these products.&nbsp;</p><p><br></p><p>By default, groups/bundles on the sales order will not transfer to the recurring invoice by default, you can enable this functionality under Configuration &gt; Sales Orders &gt; &#39;Include Sales Order Group/Bundle Lines when using the &quot;Add Recurring Invoice&quot; button&#39;.</p><p><br></p><p>When saved you will be taken to the new recurring invoice screen in which you can configure the recurring invoice, the recurring products from the sales order will be added automatically. Once complete a link to the recurring invoice created will be available against the sales order.&nbsp;</p><p><span style="font-size: 10pt;"><br></span></p><p><strong><span style="font-size: 12pt;">Sales Order Line Actions</span></strong></p><p>As well as the actions available at the top of the sales order, actions can be carried out per sales order line. This can help you process the order further including creating projects, contracts and recurring invoices.&nbsp;</p><p><br></p><p>To see the actions available for each sales order line hover over the three dots in the &#39;Actions&#39; column against the sales order.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlMTUxZjEwLTcyZjQtNGRmZi04MjA5LWQ3YjkyNGViMWQwNiJ9.p_5uxZzwDqSrC2wVfGNEp-YG2ISl9hTFJUbaizVccaw" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 504.491px;" height="504"></p><p><strong><span style="font-size: 10pt;">Fig 11. Actions for sales order lines</span></strong></p><p><br></p><p>If you would like line actions to display as buttons rather than a list toggle the setting &#39;Line action display behaviour&#39; under Configuration &gt; Sales Orders. When this is set to &#39;Display actions as buttons&#39; not all available actions will appear, only the most relevant actions will appear. Once these have been completed the next required action will appear. Project actions will always be available.&nbsp;</p><p><br></p><p>The actions available for each line will depend on what the line item is used for/represents therefore how it is configured.&nbsp;</p><p><br></p><p><strong>Create PO</strong></p><p>This action allows you to create a purchase order for this line only. Creation occurs in the same way as when using the &#39;Order Items&#39; button against the sales order, except only this line item will be added to a PO.&nbsp;</p><p><br></p><p><strong>Create Project/Add to Project/ Add to Project and Create Child</strong></p><p>This action allows you to create a project ticket from the sales order, the ticket created will then be linked to the sales order. This action will only be available when a project template is linked to the item.&nbsp;</p><p><br></p><p>For more information on how to use this action/functionality checkout <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2035" id="isPasted" target="_blank" rel="noopener noreferrer">Creating a Project From a Sales Order</a>.</p><p><br></p><p><strong>Add Recurring Invoice</strong></p><p id="isPasted">This action allows you to create a recurring invoice for this line only. Creation occurs in the same way as when using the &#39;Add Recurring invoice&#39; button against the sales order, except only this line item will be added to a recurring invoice. This action will only be available on lines that are marked as a recurring item.&nbsp;</p><p><br></p><p><strong>Create Contract</strong></p><p>This action allows you to create a contract from the sales order line. This is only available when the item is marked as a contract. For more information checkout <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2641" id="isPasted" target="_blank" rel="noopener noreferrer">Create a Contract from a Sales Order</a>.</p><p><br></p><p><strong>Mark as Complete</strong></p><p>This marks the line as completed, impacting where the sales order appears in the Quotes and Orders module. For more information on this see the &#39;Line Completions&#39; section of this guide.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Editing Sales Orders</span></strong></p><p>Agents with at least &quot;Read and Modify&quot; access to sales orders will be able to edit the order. Editing involves changing the values on the order, such as the line item details, the end user, the assigned agent, etc.&nbsp;</p><p><br></p><p>Access to sales orders is determined by the &quot;Sales Order Access Level&quot; permission.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3MjI3NTZhLWE3NzAtNDA3Yi1iMTAxLTFiNGNjYjgxZDZjNyJ9.jyn4_ZMg2FPERQ8MFu00_dIhPpPjED03cHN1BwRsVtw" class="fr-fic fr-fil fr-dib" width="517" height="197"></p><p><strong><span style="font-size: 10pt;">Fig 12. Sales Order Access Level</span></strong></p><p><br></p><p>When editing an order you can change the details of each line on the order as well as the overall order details.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNzZmYzM0LWE2NmQtNGIzNS05M2VlLWViMGUyMjM2MWNhZiJ9.UaNWFpbq_hpf4cA2OwqsqBC78_Im2-gkrRpn0GaehVc" class="fr-fic fr-fil fr-dib" width="945" style="width: 947px; height: 730.377px;" height="730"><strong><span style="font-size: 10pt;">Fig 13. Editing Sales Order Line</span></strong></p><p><br></p><p>An agent will need to have permission to edit invoices in order to edit the price of a line item on a sales order.</p><p><br></p><p>Admin agents can update the item linked to the sales order line using the drop down &quot;Product&quot; field at the bottom of the page when editing the line. Changing this will not update related records such as stock or invoices.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiYmY2YTc1LTU0ZTUtNGZlYS1iM2EzLWI4NDU4MzY0NDhhMSJ9.S0Q7hYPVZLbnpn1IzaJUv2DyJHiLfvV-A_IRuP6uAVM" class="fr-fic fr-fil fr-dib" width="771" style="width: 773px; height: 341.956px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 14. Update product linked to line</span></strong></p><p><br></p><p>On older versions, you will need to delete the line and add re-add this to change the linked product. &nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Restricting Who can edit Sales Orders</span></strong></p><p>You can restrict which Sales Orders can be edited based on their status. For example, you may want to prevent anyone from being able to edit sales orders that have already been invoiced to avoid discrepancies between the SO and the invoice.&nbsp;</p><p><br></p><p>This is configured per sales order status. Head to Configuration &gt; Sales Orders &gt; Sales Order Statuses &gt; select a status.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2NDM5ZWQ3LTBkMGItNGJiMi1iNzg1LTMwM2M0OTdlODI3OCJ9.UsTPU0fWKJrMLYUDAdRv9WKB_V-tSgcqtLT9UkTamhk" class="fr-fic fr-fil fr-dib" width="795" style="width: 797px; height: 521.454px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 15. Sales Order Status</span></strong></p><p><br></p><p><strong>Disable Editing when this status is selected</strong> - Enable this to prevent agents editing the invoice after an invoice has been created for the sales order.&nbsp;</p><p><strong>Disable Editing when this status is selected unless Agent has Invoice Edit permissions&nbsp;</strong>- Enable this to prevent agents editing sales order lines with this status, unless the agent has permission to edit invoices too. This will only prevent editing of the lines, not the overall sales order details.&nbsp;</p><p><br></p><p data-pasted="true">To prevent all non-admins from editing any Sales Order lines which have been fully invoices, enable the &quot;Lock SO lines after they are fully invoiced&quot; &nbsp;checkbox in Configuration &gt; Sales Orders.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Update Table Values</span></strong></p><p>If looking to update the values shown in the table view on the sales order, you can use the &quot;Update Table Values&quot; button.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0NDllNDU2LWMyOTUtNGM0Mi05ZmFlLTRmZWJmMTQ2MTMxOSJ9.A3f5BE_tgfGl59sxy9DCs0bK0XkNi_4xdSbKg7UjGxk" class="fr-fic fr-fil fr-dib" width="1115" style="width: 1117px; height: 607.584px;" height="608"></p><p><strong><span style="font-size: 10pt;">Fig 16. Update Table Values</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Email Template for Sales Orders</span></strong></p><p><span style="font-size: 11pt;">The email template used when sending out sales orders is called &#39;Sales Order. This can be found under Configuration &gt; Email &gt; Email Templates.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlNDdjYmE4LWQ2YTUtNDQ5Mi05ZDg0LTM5ZTYzNmYwNzg3OSJ9.-D8WdFg3Ge0ISEZlw0Eeof7onhav2V5UJAyGbePws8o" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 208.885px;" height="209"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 17. Sales order email template</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sales Order Notifications</span></strong></p><p>Notifications can be triggered based on sales orders being created, updated or deleted.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZTJmZjcxLWQ5ZmEtNGM5My1iMWQ3LTlhNzRhM2IyZWM4YiJ9.3_xereePhs274QcfzdGR2UGUdc4AkqYQ2RZ0_KGyFMg" class="fr-fic fr-fil fr-dib" width="738" style="width: 740px; height: 592.925px;" height="593"></p><p><strong><span style="font-size: 10pt;">Fig 18. Notification triggers for sales orders</span></strong></p><p><br></p><p>These are useful for notifying sales agents and/or managers to changes to sales orders. For example, if you would like your sales manager to be notified of any sales orders raised for a particular user (perhaps as they are an important user).&nbsp;</p><p><br></p><p>When configuring a notification you can add criteria to the table below the trigger field to set what criteria the sales order must meet to trigger the notification. In the figure 19 example a notification will be triggered each time a Sales order is moved into the status &#39;Ready to Invoice&#39;, agents in the finance team may wish to subscribe to this notification so they can be informed each time an invoice needs to be raised.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MzYxYzI5LTQ2YTYtNGZiNi05YTY2LWQ0NDIwZTU1YTE4NiJ9.BDvj9Rl9zTZrFVeSF3MHNDuQ0w1lg-f5fTkL1k9GrNI" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 398.133px;" height="398"></p><p><strong><span style="font-size: 10pt;">Fig 19. Sales order notification example</span></strong></p><p><br></p><p>For more information on configuring notifications see our article <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/891" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Line Completions</span></strong></p><p>Sales order lines can be completed either manually or via actions against them. Sales orders containing lines that require completion will be shown in the &quot;Requires Action&quot; section of the &quot;Sales Orders&quot; area, allowing agents to easily track which orders require work done against them. Only once all lines are complete will the sales order be removed from this area.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZjQzZDU2LTZlOWEtNDFiZi04YjBlLWIwYzMzZDdmZTdjYSJ9.cXRGPttWZXAsmm_p0-5m6pTlRZITyWvsts62tl3JXlI" width="266" height="283" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 20. Requires Action section</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Line Actions Display</span></strong></p><p>Line actions can be displayed either as a dropdown or as buttons - dropdown is recommended here to show all available actions neatly, and will be the display method used in this example.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MTI0M2E1LTExODgtNDY5MC1hYmI2LWVhM2Y2ZjJhN2U3NSJ9.ADlobIQYrgayrlHvuFWsC_FdEGg-w8Z4TxKwd0D2tGs" width="274" height="126" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 21. Line action display</span></strong></p><p><br></p><p>When viewing a sales order, hovering over the dropdown will show the list of available actions on the line. Since this is a recurring item, there is the option to add this to a recurring invoice however other non-recurring items will not show this option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlN2QyNmJlLTQ1OTQtNGNkNS1hYTk0LThlNDI3NDE0ODk4YiJ9.uEhtvovAnk7E_aD-6GA8Fro7lSAZ7k7nsrvG3omxpSg" width="1189" height="403" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 22. Actions available on a sales order</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Status Change</span></strong></p><p>Sales Order lines can have actions against them to complete, which can be used to change the status on the sales order. In Configuration &gt; Sales Orders, you can select a status in the dropdowns. The first status will be used when the sales order has been invoiced but actions not completed, and the second status is after full completion.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3YzdlYzExLTYzYWUtNGNiMy1iY2E3LTc0NmY1NWQyOTMxNiJ9.boIL-94lRi8PYIj7Ef5nw-d-xLwp5lF9rjtEcPSydAk" width="1213" style="width: 1215px; height: 79.1531px;" class="fr-fic fr-dii" height="79"></p><p><strong><span style="font-size: 10pt;">Fig 23. Sales Order statuses based on line completion</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Manual Completions</span></strong></p><p>Sales order lines will be marked as complete automatically if no line actions are available, however, if you are using only some of the options you can then mark the line as complete manually. This can be done in two ways, the first being the &quot;...&quot; dropdown shown here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzYjBlN2UzLTM1MzQtNDk1Yy1hZjBjLWQ4NTIxODVhZTFmNiJ9.NujMjHLmdVhqaowur_aKyYH8mOenF_DzIBVWPjAWJoU" width="1189" height="403" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 24. Marking a line as complete manually</span></strong></p><p><br></p><p>This can also be done by editing the line, and scrolling to the bottom.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NDNlN2U0LWNmYjgtNDI1NC05MjBkLWI4YmY1NjUzMTMzMiJ9.mOUFctTjAZPSzmEx99UnzDMDEmVMCevzB1zHX5v6l9M" width="427" height="61" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 25. Manual completion when editing the line</span></strong></p><p><br></p><p>Manual completion can also be made mandatory regardless of actions against the line. This can be useful for when actions are completed externally, but you still wish to track their completion within Halo. To enable this, go to Configuration &gt; Sales Orders &gt; Processing Sales Order Lines section, and enable the below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYzM3YmUzLTgyNzMtNDA4Mi1hMTA4LTNlMTUxMjEwYzEzYyJ9.1pDITB8y1bagWIhbrQl0xFtegR1fXWrFTV5_vWj4l54" width="313" height="26" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 26. Mandatory manual completion.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Showing Line Completion</span></strong></p><p>In Configuration &gt; Sales Orders, you can enable the below checkbox to show a checkmark at the side of a sales order line when it is completed either via an action, or manually marked as completed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NTg4MDQ2LWRjNmUtNGFhYy05NmM0LWVkN2U0ZDY3MTQyMyJ9.iseuMMisFI-ac2wNAgGSY1GVIYqTBcuwao05ZqFm_ac" width="600" height="61" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 27. Enabling completion check marks</span></strong></p><p><br></p><p>It will then show a green tick next to a line once it is complete.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmMTQ0NzY2LWE2ZWMtNDQ1My1hNDVhLWM0NjM5YTE2ZDhjMCJ9.4Z_plE3guec8WhWCalmwXA-mlXIkB_-Goe1eDJKXDxE" width="874" height="379" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 28. Completed sales order line</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Sending Order Updates to Users</span></strong></p><p>For each sales order created, a linked ticket can be created automatically to be used for communications with the user. Particularly useful for sending the user updates on the status and delivery of their order.&nbsp;</p><p><br></p><p>This functionality is primarily used for communication purposes. To have tickets created for tracking the configuration of items and more complex order processing checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2035" id="isPasted" target="_blank" rel="noopener noreferrer">Creating a Project From a Sales Order</a>.</p><p><br></p><p>To have a ticket created automatically for each SO head to Configuration &gt; Sales Orders and set &quot;Create a Ticket using the following Ticket Template when a Sales Order is created&quot;. This field will need to contain a ticket template that you would like to be applied to the created ticket, this will control the properties of the ticket that is logged.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2YjhjNzRiLTliYzMtNDI2Yi1hMzk5LTJhYWQ4NGRkYTI3MSJ9.skmAvmB0j_v7DTKiVkJcqg7LerTOMN1DcGxOn_2sqxI" class="fr-fic fr-fil fr-dib" width="659" style="width: 661px; height: 445.888px;" height="446"></p><p><strong><span style="font-size: 10pt;">Fig 29. Create a Ticket using the following Ticket Template when a Sales Order is created</span></strong></p><p><br></p><p>Once this is set, each time a sales order is created, a ticket will be logged. A link to the logged ticket will become immediately available against the sales order.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4ZDQxOGUzLWZjMmQtNGYzMi1hZjVkLWYwMjA1ODFmMjBmNSJ9.82tMUhn-zEYihj8EUtPn1pr1aCUXbthHUWHhRoSPCU0" class="fr-fic fr-fil fr-dib" width="1201" style="width: 1203px; height: 634.575px;" height="635"></p><p><strong><span style="font-size: 10pt;">Fig 30. Link to communication ticket against sales order.&nbsp;</span></strong></p><p><br></p><p>The ticket logged will be assigned to the end user of the sales order, the rest of the ticket properties will be determined by the template chosen.&nbsp;</p><p><br></p><p>A link to the related sales order will not be available against the ticket. However, the variable $-ORDERID can be added to the ticket template, to pull through the ID of the associated sales order. In this example, the variable has been added to the template as part of the default summary.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlMGI0ZTA1LThlNzQtNGNjYS1iNTM4LWE3ZThkYzkzZTdhMCJ9.KM1wSTpd4QyajLIAL36XavWCFhc-udwNYAsMW32-vhc" class="fr-fic fr-fil fr-dib" width="763" style="width: 765px; height: 441.073px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 31. Defaulting ticket summary to contain the linked sales order ID</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlMWY4YWZmLWNmN2ItNDY5YS1hMTRkLTk5NDc5NjA4YjQzMiJ9.yqJKAsIgb-jVCxQpuDBWtZBbhEocIf1J_jcCBtmXzfI" class="fr-fic fr-fil fr-dib" width="587" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 32. Communications ticket with summary containing linked sales order ID</span></strong></p><p><br></p><p>This ticket can then be used to provide updates to the user regarding the status of the order, including delivery information. Particularly useful for providing tracking and courier information to the user.&nbsp;</p><p><br></p><p>Keep in mind you will need to close off the sales order and ticket independently, the ticket will not auto-close with the sales order.&nbsp;</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to enable Auto-Quantity Calculation Functionality</strong></p><p id="isPasted"><strong>- Calculating Quantities from Licence Count</strong></p><p><strong>- Calculating Quantities from User Count</strong></p><p><strong>- Calculating Quantities from Asset Count</strong></p><p><br></p><p><br></p><p>If your agreements include &#39;Per Device&#39;, &#39;Per User&#39; or &#39;Per Licence&#39; charges, you will want to make use of auto-quantity calculations of recurring invoice lines.</p><p>This feature can be enabled via heading to Configuration &gt; Billing &gt; Recurring Invoices and enabling the below option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3NDA1MTU5LWYzMzItNGZiYi1hYjIyLTM2NGRmYmVlMjU2MiJ9.6QCn6xC4bZM_yLuSpxzVt2FO0m9uhhM4nkbQ3TKNX8o" class="fr-fic fr-fil fr-dib" width="696" height="128"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling Auto-Quantity Calculation Functionality (Configuration &gt; Billing &gt; Recurring Invoices).</span></strong></p><p><br></p><p>From v2.238+, in Configuration &gt; Billing &gt; Recurring Invoices, you can enable &quot;Subscription/licence calculation uses the quantity up to the end of the recurring invoice period&quot;. This setting will cause the quantity used for Subscription/Licences to only include the quantity at the end of the Recurring Invoice period.</p><p><br></p><p><strong><em>Note: Enabling this feature will remove the option to delete Users/Assets from the database. You will still be able remove Users/Assets from the lists in Halo by marking the respective User/ Asset as inactive.</em></strong></p><p><br></p><p>Once this feature has been enabled, you will find that you can select the quantity calculation when editing lines on your <a href="https://halopsa.acadle.com/admin/course/billing_j6oli/lesson/recurring_invoices_dokj4" target="_blank" rel="noopener noreferrer"><strong>Recurring Invoice</strong></a> <strong>(Fig 2)</strong>.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1NTdhYzJkLTAwY2QtNDEzNy1hZDM2LThiYmJmNGNlMmY0NCJ9._9AAlgqquwAqWeSu5i13CjpxFMknqpO3MkwgaXCjHPs" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 592.452px;" height="592"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quantity calculation selection when editing a line in a recurring invoice.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Calculating Quantities from Licence Count</span></strong></p><p>Software Licences can be added to client/site records, or allocated to individual users. You can enable Software Licencing functionality via heading to Configuration &gt; Asset Management &amp; enabling the below (once enabled, there will be a cross displayed when hovering over the module).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2MTNkN2QzLWNjNjEtNDk5OC04ZmVjLTExNGIyMTMwMjc4MyJ9.tw21JemZiPKApguNS5-eCOnuHwo7LpsaQ8Yzlf8XUlA" class="fr-fic fr-fil fr-dib" width="281" height="199"></p><p><strong><span style="font-size: 10pt;">Fig 3. Enabling Software Licencing</span></strong></p><p><br></p><p>Once this has been enabled, you will find a &#39;Software Licences&#39; tab available within a client record. You can create software licenses and then give them to the user.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0NjhlMjRjLWZjMTUtNDM4Ni1hMDljLTI5NWY4OTM4YzAxNCJ9.o7nADYlKe6dHeQpLZL11ZUfpWtFLDbkyHApIavvy_ao" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 240.406px;" height="240"></p><p><strong><span style="font-size: 10pt;">Fig 4. Client-Level Software Licences tab</span></strong></p><p><br></p><p>And a &#39;Software&#39; tab available within a user record.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZDM0NTM1LWViN2YtNDExNC1iNmZmLWVlNzMxMGE2MWYxMyJ9.l8_H5vJiwcsolQPrkZFVIId-gJ4BehCVbDljlA2dphQ" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 504.279px;" height="504"></p><p><strong><span style="font-size: 10pt;">Fig 5. User-Level Software tab</span></strong></p><p><br></p><p><strong><em>Note: Halo&#39;s <a href="https://usehalo.com/halopsa/guides/1189" target="_blank" rel="noopener noreferrer">Microsoft CSP Integration</a> allows for software licences to be automatically imported and allocated to users.</em></strong></p><p><br></p><p>Once all of your licences have been added/imported, you can have recurring invoice line quantities calculated based on Software Licences within Halo <strong>(Fig 2.)</strong></p><p>Upon selecting your quantity to be determined by Licence count, you will be presented with a table that will allow you to add additional criteria for quantity calculations (This below image is found on an invoice line where the quantity dropdown is Licence count on creation).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1ZjkzNDk2LTZiYTctNDVhNi04ZTVhLWQwOWY0MjM1MTM5NiJ9.NfNdxb3xnzzMiLLOrKTmxJ3KWu0EYk3VGvT1T__xsTw" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 252.909px;" height="253"></p><p><strong><span style="font-size: 10pt;">Fig 6. Additional criteria table</span></strong></p><p><br></p><p>Adding to this table will allow you to <strong>(Fig 7):</strong></p><p><br></p><ul><li>Specify a licence type.</li><li>Exclude licences that are not assigned to users.</li><li>Set a &#39;Quantity free of charge&#39;.</li><li>&nbsp;Determine how these lines are prorated.</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4MWEwOTQyLWVmNWUtNDBiZi04MGFlLTIwYTYxM2ZlMjgxNyJ9.2aXMUp8TAnGI2Qt-ExnGflwfkStB_H6lRV3YRlQjF1M" class="fr-fic fr-fil fr-dib" width="680" height="764"></p><p><strong><span style="font-size: 10pt;">Fig 7. Options available when adding to additional criteria table</span></strong></p><p><br></p><p>If you have selected the licence quantity to only include licences that are assigned to users this will include service users by default. If you would like service users to be excluded from this count head to Configuration &gt; Billing &gt; Recurring Invoices, enable &#39;When calculating Assigned Licenses don&#39;t include Service Users&#39;.&nbsp;</p><p><br></p><p data-pasted="true">From v2.242+, the option &quot;Update Invoice unit price when the linked subscription price changes&quot; will cause the price to be determined using the period of the Invoice and the period of the linked subscription/licence.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Calculating Quantities from User Count</span></strong></p><p>Recurring invoice lines can also be determined by user counts, select the quantity option &quot;Calculate quantity from User count on creation&quot;. Setting this follows the same logic as that presented in <strong>Fig 2</strong> - however, the respective additional criteria table provides some slightly different options.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmMGViMWYyLTc5ZTktNGViYy1hOGJiLWQxZDQ5ZjQyYWRmMCJ9.URv85ce14bktdyzPtcZLHk4nEZA_CG80mYJwbVeFP2w" class="fr-fic fr-fil fr-dib" width="667" height="763"></p><p><strong><span style="font-size: 10pt;">Fig 8. Additional criteria table when setting quantity calculations based on user counts</span></strong></p><p><br></p><p><strong>Fig 8</strong> shows that, when user count determines recurring invoice line quantities, one has the option to specify users at a given site (Note that &#39;Quantity Free&#39; &amp; Pro-Rata behaviour are still configurable) There is also a minimum quantity field, and a table for criteria that needs to be met for Assets to be added.</p><p><br></p><p>You can choose to &quot;Include unique Users only&quot;. This helps prevent double-billing your customers if you have two sets of criteria for the user count, as some users may meet both sets of criteria.</p><p><br></p><p><strong><span style="font-size: 14pt;">Calculating Quantities from Asset Count</span></strong></p><p>As with Software Licences &amp; user counts, recurring invoice line quantities can be determined from Asset counts in Halo. The additional criteria that can be applied here includes:</p><p><br></p><ul><li>Selection of an Asset type.</li><li>Specification of Assets at a given site.</li><li>Set a &#39;Quantity free of charge&#39;.</li><li>Determine how these lines are prorated.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkYzZmODI0LWYxNTMtNDk1NC05NWRjLTQxMTYyYmJmZmFkZSJ9.iM7E5JCp6NJqoP8EJ0GH7QPhFXGiBLy_nPGT7yXdlXg" class="fr-fic fr-fil fr-dib" width="534" height="804"></p><p><strong><span style="font-size: 10pt;">Fig 9. Additional criteria table when setting quantity calculations based on asset counts</span></strong></p><p><br></p><p><strong><em>Tip: Integrate your RMM with Halo to have your asset counts based on devices within your monitoring tool.</em></strong></p><p><br></p><p>Please note that the additional criteria tables allow you to add multiple rows in order to have quantities based on composite criteria.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzY2Y2MWUxLTllZGYtNGIyYi04YTE1LTIyNWZmZTQxNjg3MCJ9.W7qbrKtdN7R3A2R3gqGFiPVsPUEB5eZ_gb_I3_2ZWQw" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 229.455px;" height="229"></p><p><strong><span style="font-size: 10pt;">Fig 10. Composite criteria for Auto Quantity Calculation</span></strong></p><p><br></p><p><strong>Fig 10</strong><strong>&nbsp;</strong>reads &quot;have the quantity of this recurring invoice line determined by the number of Laptops that are located at the &#39;New York&#39; site for Mario &amp; Luigi&#39;s Pizza Place&quot; and the number of workstations across all sites for the client &quot;Mario &amp; Luigi&#39;s Pizza Place&quot;.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong><span style="font-size: 11pt;">Configuration &gt; Custom Objects &gt; Custom Tabs</span></strong></p><p><span style="font-size: 11pt;"><strong><br></strong></span></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2039/" rel="noopener noreferrer" target="_blank" style="font-size: 11pt;"><strong>Custom Tabs</strong></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; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 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: 11.4502%; 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: 55.1297%; 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">Tab Name</td><td style="width: 11.4502%;">Text<br></td><td style="width: 55.1297%; text-align: left;">The name given to the custom tab.</td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence<br></td><td style="width: 11.4502%;">Integer</td><td style="width: 55.1297%; text-align: left;">The order in which the custom tab is shown on the list of custom tabs.</td></tr><tr><td style="width: 33.3333%;" id="type">Type</td><td style="width: 11.4502%;">Single Select</td><td style="width: 55.1297%; text-align: left;">The type can be iframe, dashboard, or Fields<br><br>Iframe will embed this Tab onto another website. Dashboard is used to create ticket dashboard tabs that can be added to tickets. Guide: <a href="https://usehalo.com/haloitsm/guides/1875" rel="noopener noreferrer" target="_blank">Ticket Dashboard</a></td></tr><tr><td style="width: 33.3333%;" id="columns">Number of field columns<br></td><td style="width: 11.4502%;">Integer</td><td style="width: 55.1297%;">This is the number of columns the custom tab is split into, so if it was a tab on i.e. a ticket, the tab can be split into multiple different columns.</td></tr><tr><td style="width: 33.3333%;">URL&nbsp;<br></td><td style="width: 11.4502%;">Text<br></td><td style="width: 55.1297%;" id="url">Only shows when the entity is set to &quot;Navigation Menu&quot;. This is the URL which opens when this Area on the Navigation Menu is selected.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="open_in_new_tab"><p data-pasted="true">Open in a new tab</p></td><td style="width: 11.4502%;">Checkbox</td><td style="width: 55.1297%;">Only shows when the entity is set to &quot;Navigation Menu&quot;. When selected, the URL will open in a new tab.&nbsp;<br></td></tr><tr><td style="width: 33.3333%;" id="open_as_iframe">Open in Halo as iFrame<br></td><td style="width: 11.4502%;">Checkbox</td><td style="width: 55.1297%;"><strong>(v2.244+)&nbsp;</strong>Only shows when the entity is set to &quot;Navigation Menu&quot;. When selected, the URL will open in Halo as an iframe.&nbsp;<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; } </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;">Fields</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: 11.4502%; 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: 55.1297%; 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="fields">Fields</td><td style="width: 11.4502%;">Fields</td><td style="width: 55.1297%; text-align: left;">This shows the list of fields assigned to that custom tab, and these fields can be edited from here.&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><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Popup notes?</strong></p><p><strong>- How to create Popup notes</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Popup notes?</span></strong></p><p>It&#39;s possible to add popup notes against customers or contact records. Pop-up notes can be set to show whenever a ticket associated to that customer/contact is loaded, or whenever the customer/site/user profile is viewed.Pop-up notes can be set to show for particular clients, sites or users/contacts.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">How to Create Popup notes</span></strong></p><p>Pop-up notes will need to be created against the client/site/user you would like it to display for.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Customers</span></strong></p><p>To create a pop-up note for a customer, head to, Customers &gt; *select customer* &gt; Settings &gt; Popup notes.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwNDE3MzI5LTc2NTktNDZiYi05NGRkLTE4ZjQzOWVlZWYyNCJ9.fPJGkwAyF7mga_Yv__Rztplshx5mCU557-Fm651_8nI" class="fr-fic fr-fil fr-dib" width="1298" style="width: 1300px; height: 497.854px;" height="498"></p><p><strong><span style="font-size: 10pt;">Fig 1. Popup notes against customer</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sites</span></strong></p><p data-pasted="true">To create a popup note for a site, head to, Customers &gt; Sites &gt; *select a site* &gt; Settings &gt; Popup notes.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0YmFhZTQ3LTkzYjEtNDk3YS1iZWYyLTMxNmY0OWUwODQ2OCJ9.WiO7qxZ9mlqzk_4_DlG50gM7O3l431kfN4QyhOxWxOw" class="fr-fic fr-fil fr-dib" width="1310" style="width: 1312px; height: 536.997px;" height="537"></p><p><strong><span style="font-size: 10pt;">Fig 2. Popup note against a site</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Contacts</span></strong></p><p data-pasted="true">To create a pop-up note for a user or prospect, head to, Customers &gt; Contacts &gt; *select a contact* &gt; Preferences &gt; Popup notes.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4MjQyMGU4LTM3NmUtNDM0ZC1iNDhmLWJjOWIyZjRlM2JjOSJ9.pFkaMAuhvA4gvn1B4iwDNGEQhcaDA5z4v1o8cyKWRJI" class="fr-fic fr-fil fr-dib" width="1311" style="width: 1313px; height: 590.638px;" height="591"></p><p><strong><span style="font-size: 10pt;">Fig 3. Popup note against contact</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Configuring Popup notes</strong></span></p><p>To create a popup note use the &#39;Add button&#39; against the customer/site/contact.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwZGU0ZWFjLTQxZjItNGE4Mi1iNjAxLWVhMDY1YjNkYmY3NCJ9.SZNP5YD2GHTIawNwtO_pYgsh-AlpsaU0Fn6QUZpJH1g" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 412.792px;" height="413"></p><p><strong><span style="font-size: 10pt;">Fig 4. Create new popup note</span></strong></p><p><br></p><p>When adding a popup note, enter the message you would like to display in the &quot;Note&quot; field. There will also be some additional options available.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjYjE4MDAyLTdkZTUtNDllNS05OWE1LWQwMjQxOTI5YTJhMCJ9.KdY4SRyMBZ9UT5mYihPp2VUyWVgqG9icnFfWqaRD0Jw" class="fr-fic fr-fil fr-dib" width="627" style="width: 629px; height: 613.939px;" height="614"></p><p><span style="font-size: 10pt;"><strong>Fig 5. New popup note</strong></span></p><p><br></p><p><strong>Agents can dismiss this popup and it will not show for them again</strong> - When checked, this popup will only show for each agent once. Once it is dismissed it will not show for the agent again. Otherwise, it will appear every time the agent opens the ticket.&nbsp;</p><p><strong>Show as a modal screen</strong> - This changes how the popup displays. When unchecked the popup will show in the bottom left of the screen and the agent will be able to work on the ticket without dismissing it. When checked the popup will show in a modal window, the agent will not be able to continue until they dismiss the popup.</p><p><strong>Display as HTML</strong> - Allows you to enter html in the &quot;Note&quot; field, this html will be used to format the note.&nbsp;</p><p><strong>Only show between particular dates</strong> - When enabled you can set which dates this popup displays between. Useful is a particular event is occurring at a set time for this customer/site/user.&nbsp;</p><p><strong>Display (v2.238+) -&nbsp;</strong>This will control whether the popup shows when viewing the customer&#39;s/site&#39;s/user&#39;s tickets, profile or both. When set to show on profiles (Customers/Sites and Users) the note will show for all profiles under the entity it is created for, &#39;trickling down&#39;. For example, if a popup note is added to a site profile, it will appear each time an agent views the site, as well as when they view any users under this site.&nbsp;</p><p><strong>Show for All Agents (2.238+)</strong> - Deselecting this will show a multi-select dropdown where you can specify which Agent Roles can the popup will show for.</p><p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</p><p><strong>Showing the popup as a modal screen</strong></p><p>If the popup is set to be displayed as a modal screen it will look as shown in figure 6.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNDI5Y2UxLWNhOWMtNDg4ZC04OWZjLWI2MTc4Mzg4NjUzMSJ9.yLkEZFbieP921WwfRUGXZiMxnBDtiYEBhVjEZLdh7C8" class="fr-fic fr-fil fr-dib" width="993" style="width: 995px; height: 481.966px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 6. Popup as modal screen</span></strong></p><p><br></p><p data-pasted="true">If the popup is not set to be displayed as a modal screen it will look as shown in figure 7.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhN2Q3YTIzLWQ3NjYtNDFkMC05MzI2LTMwY2ZmZTk2YWRhMiJ9.G1QBzuqkDnxAxxU5wI7_xP2cVSZiFVf2xkY3e4LgsX4" class="fr-fic fr-fil fr-dib" width="1070" style="width: 1072px; height: 763.768px;" height="764"></p><p><strong><span style="font-size: 10pt;">Fig 7. Popup shown in bottom left corner</span></strong></p><p><br></p><p>The standard pop-up notes are time and date stamped, so you can see when the note was created.</p><p><br></p><p>Multiple notes can be added against a customer and/or contact and they will show vertically to each other.</p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; 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display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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 configure tax rules.</strong></p><p><strong>- What can be filtered with.</strong></p><p><br></p><p><br></p><p>You can now configure tax rules to update the tax on Products, Product Bundles, etc. This will be useful for our US customers, due to the complex nature of applying tax on different items and how location is a factor in tax rates. To account for this, Halo has enabled the ability to set tax on items based on rules, the same way criteria for a ticket can be set based on ticket rules.</p><p><br></p><p>Currently, you can filter on:</p><p><br></p><ul><li>Top Level.</li><li>Customer.</li><li>Site.</li><li>Product.</li><li>Product Bundle.</li><li>Supplier, or</li><li>&quot;Is a Purchase Entity (PO or Bill.)&quot;.</li></ul><p>Tax rules will override the product level tax etc. They take precedence within Halo over any other tax settings.</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring Tax Rules</span></strong></p><p>Navigate to Configuration &gt; Billing &gt; Tax.</p><p><br></p><p>Click into tax rules and add some, there is a sequence that will be set for the list of rules that are configured. This sequence is chosen on creation of the tax rule.</p><p><br></p><p>The following is an example of how tax rules may be set:</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3NTcyYTk0LTVmNzAtNDE0ZS04YWJhLTc5YjNkMDM4NWUxZCJ9.dbkWfnD26wJArXWmhbiRSo7lCMc0xGAAIKv76t1s3d4" class="fr-fic fr-fil fr-dib" width="1050" style="width: 1052px; height: 441.161px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 1. Tax rule setup</span></strong></p><p><br></p><p>The Tax Rules are logical AND&#39;s between conditions and logical OR&#39;s within the condition.</p><p>(e.g. customer restriction with ten customers is any of those customers fulfil the condition, but if there are two conditions, both must be fulfilled).</p><p><br></p><p>For example in the image above the Customers are &quot;Acorn Construction&quot;, &quot;Mario and Luigi&#39;s Pizza Place&quot; and (the conditions being customer and product) the Product is a phone or (The or is within the condition of the product) a workstation, then add sales</p><p><br></p><p>The tax rates to choose from on the &quot;Tax code&quot; dropdown can be configured the following way:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4YTY1NmE4LTRkMjAtNDJiMC05Y2NkLTc5MzEwOWM3ZWI2MSJ9.MRN-rGOPvDqSx6-m3FHOyERoMyIUiEaWmVR9YGXy60Q" class="fr-fic fr-fil fr-dib" width="316" height="456"></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 2. Example of a tax rule for a state</span></strong></p><p><br></p><p>When generating invoices, where tax rules have been in use. There will be a column on the invoice that states the tax applied has been overridden by tax rules.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwNTQzMjlhLTU5MmQtNGI0YS1iODQxLWZhNzliM2MzNGQyMCJ9.hkMYWlxpmb2lgfynfv5eQ4bUJFJGYJnKEWVZxTHgwn8" class="fr-fic fr-fil fr-dib" style="width: 1007px; height: 210.747px;" width="1005" height="211"></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 3. Column on an invoice to show that a tax rule has been used</span></strong></p><p><br></p><p>The sequence set in the list will be the way that Halo applies precedence to the list of rules, it will check through sequence 1, then 2 and so on.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMWZjZmMxLTQ2YTctNGU0Ny1iN2IzLWU0NzZmMWEyMTEyZSJ9.nwDwHlc5I1pdYbfU8CFn08mOEfR_CLMXUhRvRIfDY4s" class="fr-fic fr-fil fr-dib" width="660" height="306"></p><p><strong id="isPasted"><span style="font-size: 10pt;">Fig 4. Sequence column on the list of tax rules to show which order they will apply in</span></strong></p><p><br></p><p>Each type of criteria that can be set (i.e. customer) can only be set once. This is due to the Tax rule being set per code, so if you want to set multiple tax rates for different items, you don&#39;t have includes, or doesn&#39;t include, you just have a sequence of different rules for each category of tax.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong id="isPasted">Configuration&nbsp;</strong><strong id="isPasted">&gt; Tickets &gt; Field Groups</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1920/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types (Field Lists)</strong></a></li></ul>

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display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </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: 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">Field Group Name</td><td style="width: 12.4254%;">Free Text</td><td style="width: 54.2413%; text-align: left;">This will be how the Field Group appears in lists elsewhere throughout the system.<br></td></tr><tr><td style="width: 33.3333%;" id="header">Group Header</td><td style="width: 12.4254%;">Free Text</td><td style="width: 54.2413%; text-align: left;">When these groups are applied, this will be used as the header of the Group when they are displayed.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Defaults</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.3038%; 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: 54.4363%; 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="enduseraction">End-User Action Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine whether or not the End-User can see and edit this Field Group on Actions. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.</td></tr><tr><td style="width: 33.3333%;" id="endusernew">End-User New Ticket Screen Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine whether or not the End-User can see and edit this Field Group when logging new Tickets. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="enduserdetail">End User Ticket Details Screen Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine where, if at all, the Field Group&#39;s information will be displayed on the End-User Ticket Details screen.</td></tr><tr><td style="width: 33.3333%;" id="enduserdetailhideifempty">User Hidden if empty</td><td style="width: 12.3038%;">Checkbox</td><td style="width: 54.4363%; text-align: left;">When checked, the setting is applied to all fields in this group. This setting will hide the field from the User in the Ticket Details if it is blank (instead of showing &quot;Not Set&quot;).</td></tr><tr><td style="width: 33.3333%;" id="techaction">Agent Action Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine whether or not the Agent can see and edit this Field Group on Actions. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="technew">Agent New Ticket Screen Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine whether or not the Agent can see and edit this Field Group when logging new Tickets. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="techdetail">Agent Ticket Details Screen Visibility<br></td><td style="width: 12.3038%;">Single Select</td><td style="width: 54.4363%; text-align: left;">This will determine where, if at all, the Field Group&#39;s information will be displayed on the Agent&#39;s Ticket Details screen.<br></td></tr><tr><td style="width: 33.3333%;" id="techdetailhideifempty">Agent Hidden if empty</td><td style="width: 12.3038%;">Checkbox</td><td style="width: 54.4363%; text-align: left;">When checked, the setting is applied to all fields in this group. This setting will hide the field from the Agent in the Ticket Details if it is blank (instead of showing &quot;Not Set&quot;).<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p>Fields added to this list will be included in the Field Group, and their visibility and requirements are outlined with the following settings, applicable on a per-field basis.</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: 11.8381%; 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: 54.902%; 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="enduseraction">End-User Action Visibility</td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine whether or not the End-User can see and edit this Field on Actions. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="endusernew">End-User New Ticket Screen Visibility&nbsp;<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine whether or not the End-User can see and edit this Field when logging new Tickets. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="enduserdetail">End User Ticket Details Screen Visibility&nbsp;<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine where, if at all, the Field&#39;s information will be displayed on the End-User Ticket Details screen.<br></td></tr><tr><td style="width: 33.3333%;" id="enduserdetailhideifempty">User Hidden if empty</td><td style="width: 11.8381%;">Checkbox</td><td style="width: 54.902%; text-align: left;">When checked, this setting will hide the field from the User in the Ticket Details if it is blank (instead of showing &quot;Not Set&quot;).<br></td></tr><tr><td style="width: 33.3333%;" id="techaction">Agent Action Visibility<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine whether or not the Agent can see and edit this Field on Actions. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="">Agent New Ticket Screen Visibility<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine whether or not the Agent can see and edit this Field when logging new Tickets. Should they have edit access, it also determines the level to which this field&#39;s population is enforced.<br></td></tr><tr><td style="width: 33.3333%;" id="techdetail">Agent Ticket Details Screen Visibility<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This will determine where, if at all, the Field&#39;s information will be displayed on the Agent&#39;s Ticket Details screen.<br></td></tr><tr><td style="width: 33.3333%;" id="techdetailhideifempty">Agent Hidden if empty</td><td style="width: 11.8381%;">Checkbox</td><td style="width: 54.902%; text-align: left;">When checked, this setting will hide the field from the Agent in the Ticket Details if it is blank (instead of showing &quot;Not Set&quot;).<br></td></tr><tr><td style="width: 33.3333%;" id="techtab_id">Tab</td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This determines in which Tab this field is displayed, should it be added to a Ticket / Action.</td></tr><tr><td style="width: 33.3333%;" id="restrictupdate">Agent Ticket Details Modify Access<br></td><td style="width: 11.8381%;">Single Select</td><td style="width: 54.902%; text-align: left;">This determines which Agents can modify this field directly from the Ticket Details screen, and can be restricted by Role.</td></tr><tr><td style="width: 33.3333%;" id="visibility_conditions">Dynamic Field Visibility</td><td style="width: 11.8381%;">List</td><td style="width: 54.902%; text-align: left;">Here, other fields can be added as requirements for this field to appear on tickets. 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;<br></td></tr><tr><td style="width: 33.3333%;" id="visibility_conditions_value">Dynamic Field Value Visibility<br></td><td style="width: 11.8381%;">List</td><td style="width: 54.902%; text-align: left;">Here, certain possible values in the Field can be made visible dependant on certain conditions reliant on other fields.</td></tr><tr><td style="width: 33.3333%;" id="override_fieldname">Override display label</td><td style="width: 11.8381%;">Free Text</td><td style="width: 54.902%; text-align: left;">This will be the label of the Field, and will replace the Field&#39;s usual label when used via this group.</td></tr><tr><td style="width: 33.3333%;" id="chat_message">Chat input message</td><td style="width: 11.8381%;">Free Text</td><td style="width: 54.902%; text-align: left;">This will be the message that the Chat Bot uses to prompt the entry of this information via this Group.</td></tr><tr><td style="width: 33.3333%;" id="boldlabelandvalue">Make label and value bold</td><td style="width: 11.8381%;">Checkbox</td><td style="width: 54.902%; text-align: left;">When checked, this field&#39;s label and it&#39;s value will appear as bold when viewed via this Group.&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>This guide details how you can provide a backup of your On-Prem Halo database (DB) to the Halo development team for debugging purposes. Please only do this if requested by our development team.</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>To begin, you will need to follow the steps outlined in this guide: <a data-fr-linked="true" href="https://support.haloservicedesk.com/kb?id=1706" id="isPasted">https://support.haloservicedesk.com/kb?id=1706</a> and then provide us with the public key that is generated.</p><p><br></p><p>Once you provide us with the public key, we will then provide you with credentials which will allow you to connect to our SFTP server, where you will be able to upload a backup of your Halo DB.</p><p><br></p><p>You can take a backup of your DB by opening SSMS, connecting to your server, right clicking on the database -&gt; Tasks -&gt; Backup...</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMTJjYTZmLTg0YTctNGIzYy05MTIwLTcxNThlOGZkNzRiMiJ9.IOJZnEVddc75VVOrA4QsNBmzNNpPp1IWeO5xWrsXKVI" class="fr-fic fr-fil fr-dib" width="488" style="width: 490px; height: 452.595px;" height="453"></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; Sales &gt; Opportunity Types</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>The types listed in this menu are simply Ticket Types with their <strong>Use</strong> set to <strong>Opportunities</strong>. Therefore they have the same configuration as Ticket Types.</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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 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;">Table View</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.0604%; 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: 11.2381%; 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: 55.7223%; 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: 33.0604%;">Sequence</td><td style="width: 11.2381%;">Header</td><td style="width: 55.7223%; text-align: left;">This is the sequence value of the Ticket Type, and will dictate where it appears in lists. Higher sequences will appear lower on the list.</td></tr><tr><td style="width: 33.0604%;">Name</td><td style="width: 11.2381%;">Header</td><td style="width: 55.7223%; text-align: left;">This is the name of the Ticket Type, and will be how it is displayed in lists.</td></tr><tr><td style="width: 33.0604%;">Group</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">This is the group that the Ticket Type belongs to, these are used as a higher level of categorisation for Ticket Types (Only visible when &quot;Show an additional level for grouping Ticket Types&quot; is enabled in Tickets General Settings)</td></tr><tr><td style="width: 33.0604%;">Use</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">The case in which these Ticket Types are used, Tickets, or Projects for example.</td></tr><tr><td style="width: 33.0604%;">Team</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">The default Team that this Ticket Type will be assigned to</td></tr><tr><td style="width: 33.0604%;">Agent</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">The default Agent that this Ticket Type will be assigned to</td></tr><tr><td style="width: 33.0604%;">Start a Workflow</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">The default Workflow that this Ticket Type will start when it&#39;s created.</td></tr><tr><td style="width: 33.0604%;">Template</td><td style="width: 11.2381%;">Header<br></td><td style="width: 55.7223%; text-align: left;">The default Ticket Template that will be applied when the Ticket Type is created.</td></tr></tbody></table><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: 11.1773%; 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: 55.4894%; 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="">Edit / Save</td><td style="width: 11.1773%;">Button</td><td style="width: 55.4894%; text-align: left;">Allows the ability to edit the details of this Ticket Type, then save them afterwards.</td></tr><tr><td style="width: 33.3333%;" id="">Access Control</td><td style="width: 11.1773%;">Button</td><td style="width: 55.4894%; text-align: left;">Opens a menu for assigning granular access to this particular entity specifically.<br></td></tr><tr><td style="width: 33.3333%;" id="">Clone</td><td style="width: 11.1773%;">Button</td><td style="width: 55.4894%; text-align: left;">This will create an exact replica of this Ticket Type, it is recommended that you name this new type differently to the original to avoid confusion.</td></tr><tr><td style="width: 33.3333%;" id="">Delete</td><td style="width: 11.1773%;">Button</td><td style="width: 55.4894%; text-align: left;">Deletes the Ticket Type. 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%;"><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: 11.2725%; 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: 55.3942%; 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">Ticket Type Name</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%; text-align: left;">Ticket Types name, used in lists etc..</td></tr><tr><td style="width: 33.3333%;" id="sequence">Sequence in lists</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%; text-align: left;">Determines where in the list of ticket types this ticket type will appear. The lower the sequence, the higher in the list it appears.</td></tr><tr><td style="width: 33.3333%;" id="">Group</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%; text-align: left;">This determines the Ticket Type group to which this type belongs. These can be configured in Tickets General Settings, the option will also only appear if &quot;Show an additional level for grouping Ticket Types&quot; is enabled in Tickets General Settings too.</td></tr><tr><td style="width: 33.3333%;" id="itilrequesttype">ITIL Ticket Type</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%; text-align: left;">Determines the ITIL type applicable to this ticket type</td></tr><tr><td style="width: 33.3333%;" id="use">Use</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines whether tickets of this type are used for standard incident/request management, projects or sales.</td></tr><tr><td style="width: 33.3333%;" id="visible">Visible in lists for Agents</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this Ticket Type will be visible and selectable by Agents, assuming it is not restricted elsewhere. If unchecked, the Type will still exist, it will just need to be applied by the System, i.e. automatically, or by default.</td></tr><tr><td style="width: 33.3333%;" id="agentscanselect">Agents can log new Tickets with this Ticket Type</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When unchecked, Agents will not be able to log Tickets of this type from within the Agent application.</td></tr><tr><td style="width: 33.3333%;" id="enduserscanlog">End-Users can log new Tickets with this Ticket Type</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When unchecked, end-users will not be able to log Tickets of this type via the Self-Service Portal.</td></tr><tr><td style="width: 33.3333%;" id="allow_anonymous_logging">Anonymous Users can log new Tickets with this Ticket Type</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When unchecked, anonymous users (end-users who have not logged in to the Self-Service Portal) will not be able to log Tickets of this type via the Self-Service Portal.</td></tr><tr><td style="width: 33.3333%;" id="includeinmobiledbsync">Show on the mobile applications</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this Ticket Type will be available for use on the Mobile application.</td></tr><tr><td style="width: 33.3333%;" id="webannouncement">Web Announcement</td><td style="width: 11.2725%;">Rich Text</td><td style="width: 55.3942%;">Information placed in this field will be displayed in an Alert box atop the new ticket form whenever an End-User goes to log one through the SSP.</td></tr><tr><td style="width: 33.3333%;" id="allowlogonbehalfof">Allow logging on behalf of other Users</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This defines the level to which End-Users can log this ticket for other End-Users. This ranges from their Site to their Organisation. This will also override the global default.</td></tr><tr><td style="width: 33.3333%;" id="hide_anon_contact_info">Hide the contact information fields when logging anonymously</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this will remove the ability to enter contact information should the End-User be logging the ticket anonymously.</td></tr><tr><td style="width: 33.3333%;" id="hide_anon_phonenumber">Hide the Phone Number field</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this will remove the ability to enter a phone number into the contact information fields.</td></tr><tr><td style="width: 33.3333%;" id="showconfirmemail">Show a Confirm Email field</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this will remove the need to enter a confirmation email address into the contact information fields.<br></td></tr><tr><td style="width: 33.3333%;" id="allowattachments">Allow attachment upload on the end user portal</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this will allow the addition of attachments to tickets submitted via the SSP for this Ticket Type.</td></tr><tr><td style="width: 33.3333%;" id="minattachments">Minimum number of attachments a User must upload to submit Ticket</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">When filled out, this will place a lower bound on the number of attachments required to create a ticket. This is often used when a particular service requires a number of documents to be completed.</td></tr><tr><td style="width: 33.3333%;" id="max_open_per_user">Maximum number of Tickets a single User can have open of this Ticket Type</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">When filled out, this will place a limit on the number of tickets a User can have open at once with this particular Ticket Type. This will only apply to tickets logged via the SSP.</td></tr><tr><td style="width: 33.3333%;" id="max_total_per_user">Maximum number of Tickets a single User can log of this Ticket Type<br></td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">When filled out, this will place a limit on the number of tickets a User can open with this particular Ticket Type. This will only apply to tickets logged via the SSP.<br></td></tr><tr><td style="width: 33.3333%;" id="submitlabeloverride">Submit button label override</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">This will rename the &quot;Submit&quot; button to something like &quot;Send&quot;, for example, on this Ticket Type.</td></tr><tr><td style="width: 33.3333%;" id="newrequestmessage">Message displayed after submitting new Ticket override</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">This will change the default response from the SSP when a ticket of this Type is logged.</td></tr><tr><td style="width: 33.3333%;" id="ticket_created_override">New Ticket logged toast override</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">When tickets of this type are logged, the &quot;toast&quot; popup, which fires when a notification is triggered, will have this note attached to it. Agents will need to be subscribed to this notification to recieve this, but the override just changes the notification text.</td></tr><tr><td style="width: 33.3333%;" id="logonbehalflabeloverride">Log on behalf of label override<br></td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">This will change the default &quot;Log on behalf of&quot; button for this Ticket Type, to something like &quot;Log for&quot;, for example.</td></tr><tr><td style="width: 33.3333%;" id="todolistportalvisibility">Todo List Visibility for the End-User portal</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines whether or not the End-User can see the To-Do list on their Tickets associated with this Ticket Type.</td></tr><tr><td style="width: 33.3333%;" id="statusafteruserupdate">Status after End-User update</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines the Ticket&#39;s status upon receiving updates from end-users (either via Self-Service or inbound emails)</td></tr><tr><td style="width: 33.3333%;" id="statusaftertechupdate">Status after Agent update</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines the Ticket&#39;s status upon receiving updates from Agents.</td></tr><tr><td style="width: 33.3333%;" id="statusaftersupplierupdate">Status after Supplier update</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines the Ticket&#39;s status upon receiving updates from Supplier contacts. <em>NB: the Ticket must have first been logged to Supplier and the response should be from the address initially contacted.</em></td></tr><tr><td style="width: 33.3333%;" id="reopenedstatus">Status after End-Users reopen a closed Ticket</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">If end-users are permitted to re-open Tickets (either via Self-Service or by emailing back on closed Tickets), then this is the status the Ticket moves to upon being re-opened</td></tr><tr><td style="width: 33.3333%;" id="statusafterapproverupdate">Status after approver update</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">If any updates on the Approval Process of the ticket are made, then the ticket will be set to this Status.</td></tr><tr><td style="width: 33.3333%;" id="">Emails on closed Tickets</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Determines the behaviour of tickets when closed &amp; an end-user update is subsequently received.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="closedrequestswithupdatesincpending">Emails on closed Tickets setting applies to Tickets pending closure</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">If End-User Closure Confirmation is enabled (Config&gt;Tickets&gt;General Settings) &amp; a Ticket is currently pending closure confirmation (i.e, in the &#39;Resolved&#39; status), then this setting determines whether or not to apply the same behaviour as that set in the above option &quot;Emails on Closed Tickets&quot;</td></tr><tr><td style="width: 33.3333%;" id="">Emails on Tickets pending closure</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">If &quot;Emails on closed Tickets setting applies to Tickets pending closure&quot; is unchecked, then this setting allows you to establish distinct behaviour for emails on Tickets pending closure Vs. closed Tickets.</td></tr><tr><td style="width: 33.3333%;" id="portalcanreopen">Closed Tickets can be reopened on the End-User Portal</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, End-Users are able to send an update to their Closed tickets in order to re-open them. If not, they will stay closed and the issue will require a new ticket to be dealt with.</td></tr><tr><td style="width: 33.3333%;" id="chargerate">Charge Type</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">The charge rate selected here will be set as a default for the actions in any tickets of this type. This can still be changed on a per-action basis, should the Charge Rate field be present.</td></tr><tr><td style="width: 33.3333%;" id="always_bcc">Always Bcc</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">Any emails listed here will be Bcc&#39;d into all emails originating from tickets with this Ticket Type.</td></tr><tr><td style="width: 33.3333%;" id="hide_respond">Hide respond button</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">The &#39;Respond&#39; button is a system action that can be clicked by agents to:<ul><li>Mark the ticket as responded as per your SLA.</li><li>Re-assign the ticket to the agent performing the action.</li></ul><p>this action is visible on tickets that have an SLA that has not yet been responded to. Selecting this will remove this action button from view.</p></td></tr><tr><td style="width: 33.3333%;" id="auto_respond_logged_manually">Automatically respond when logging via the Agent new Ticket or call screens</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When selected, the SLA response is automatically logged when Agents log a Ticket of this type. The idea is: &quot;If it&#39;s the Agent who has logged the Ticket, they have clearly already had some communication with the end-user &amp; hence they have already responded&quot;</td></tr><tr><td style="width: 33.3333%;" id="dontsendslareminders">Enable sending of SLA hold reminders.</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">Establishes whether or not SLA hold reminders are sent for Tickets of this type.<br><br><em><strong>Note: SLA Hold Reminders will never be sent if not enabled in Configuration &gt;SLA &gt; General.</strong></em></td></tr><tr><td style="width: 33.3333%;" id="sladontclose">Don&#39;t close ticket when on SLA Hold</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, should a &quot;close after x hours on hold&quot; behaviour be configured in the global SLA settings; tickets with this type will ignore that rule.</td></tr><tr><td style="width: 33.3333%;" id="dontusependingclosure">Enable pending closure procedures.</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">Should End-User Closure Confirmation be enabled in global Ticket settings, unchecking this will bypass that process. When checked, an additional option is available below.</td></tr><tr><td style="width: 33.3333%;" id="pendingdontclose">Don&#39;t close ticket when pending closure</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, should a &quot;close after x hours awaiting confirmation&quot; behaviour be configured in the global ticket settings; tickets with this type will ignore that rule.<br></td></tr><tr><td style="width: 33.3333%;" id="close_kb_action">Article Creation</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This offers a few behaviours for the creation of a KB article upon closure of the ticket. This can either be; not at all, prompted, or automatic.</td></tr><tr><td style="width: 33.3333%;" id="">Override Email Start / End Tag</td><td style="width: 11.2725%;">Free Text</td><td style="width: 55.3942%;">The tags specified here will override the ticket-matching tags in the Email settings and, if found, will match the ID to a ticket of this type. These will also be applied on outgoing emails&#39; subjects so that they can then be correctly matched on the way back in.</td></tr><tr><td style="width: 33.3333%;" id="applydefaultsontypechangebool">Apply defaults when Tickets are changed to this Ticket Type</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, upon changing an existing Ticket to this type, it&#39;s defaults (SLA, Team, Category etc..) will be applied.</td></tr><tr><td style="width: 33.3333%;" id="mustclosechildbeforeclosurebool">All children must be closed before closure</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, a Ticket of this type cannot be closed until all of it&#39;s children have been closed.</td></tr><tr><td style="width: 33.3333%;" id="childticketcolumnsoverride">Column Profile for Child Tickets</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Allows you to determine the column profile (columns of Ticket data) used on the children tab of this Ticket.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="childticketcolumnsoverride">Default list type for child Tickets</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Allows you to determine how child Tickets are presented on the Child Tickets tab for this Ticket (table view, kanban, Gantt chart etc..)</td></tr><tr><td style="width: 33.3333%;" id="defaulttab">Initial Ticket Details tab</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">When viewing a Ticket, this field allows you to determine the tab that is initially presented, namely:<ul><li>Progress screen, where you can view Actions on this Ticket.</li><li>Children tab, where you can view all child Tickets.</li></ul></td></tr><tr><td style="width: 33.3333%;" id="">Show Unborn Child Tickets on the Ticket Details Screen</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">(Primarily to be considered when applying Ticket Templates with child creation rules) - if a Ticket of this type has child Tickets which will be - but have not yet been - created, checking this option will show a separate tab with these child Tickets &amp; the criteria to be satisfied for their creation.</td></tr><tr><td style="width: 33.3333%;" id="showautomationstab">Show the Automations tab on the Ticket Details Screen</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, an additional tab on Tickets with this type will appear for information regarding their Automations.</td></tr><tr><td style="width: 33.3333%;" id="display_audit_tab">Display the Auditing Tab</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, an additional tab on Tickets with this type will appear for information regarding changes made to the ticket.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="">Log time in days instead of hours</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, the time values on tickets with this Ticket Type will be measured in days, as opposed to hours.</td></tr><tr><td style="width: 33.3333%;" id="usetimeslotsforstartandtargettimes">Use timeslots for start and target times</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, the option to use Timeslots for Start and Target times is enabled. These can be configured on a per-workday basis.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="inform_account_manager">Enable Account Manager Emails</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">Assuming these are enabled in Tickets General Settings; when checked, this will cause this Ticket Type to follow the Account Manager Emails procedure. This is where, if there is an Account Manager set against the Client, then they will recieve email updates should a ticket be opened or closed for that Client.</td></tr><tr><td style="width: 33.3333%;" id="copyattachmentstochild">Show new attachments on child tickets</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, if an attachment is added to the Parent ticket, these will be inherited by the Child too, should they have this Ticket Type. If not, only the attachments that were present at the time of the ticket&#39;s linking will be pulled through to the Child.</td></tr><tr><td style="width: 33.3333%;" id="allowtickettypetobechild">Allow Tickets of this type to be a child ticket. (Can override with an action)</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When unchecked, this Ticket Type will not be able to be used as a Child Ticket. This can be overridden with an action.</td></tr><tr><td style="width: 33.3333%;" id="pdftemplate_id">Default PDF Template for Tickets</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">The PDF template chosen here will be used as the default for printing Tickets to PDF. This can be overridden manually when printing the ticket.</td></tr><tr><td style="width: 33.3333%;" id="maximumRestrictedPriority">Maximum priority escalation for restricted users (0 = no restriction)</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">Should a User be restricted to escalating tickets, then this is the number of levels up they can escalate at one time. When set to 0, there will be no limit.</td></tr><tr><td style="width: 33.3333%;" id="autoCloseHours">Number of hours without response until Tickets of this Ticket Type are automatically fully closed</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">Tickets of this type that have not been responded to in the designated number of hours will be closed, bypassing any End-User Closure Confirmation procedures, should they exist. This will override the global ticket setting.</td></tr><tr><td style="width: 33.3333%;" id="setrelatedservicesfromassets">Use Assets to determine related Services</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, should an Asset be related to a service and attached to tickets with this type, those related services will be inherited by the Ticket.</td></tr><tr><td style="width: 33.3333%;" id="editservstatus">Allow Service Status to be set from the Ticket details screen</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, the Service Status field on the Ticket Details screen will be interactive and allow the modification of the Status from that screen.</td></tr><tr><td style="width: 33.3333%;" id="displayonquicktime">Display this type on the log time drop-down</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this Ticket Type will be available on the log-time dropdown when logging time on tickets.</td></tr><tr><td style="width: 33.3333%;" id="alluserscanview">Allow Every User To Access Every Ticket With This Ticket Type</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows the choice between different User restrictions being placed on tickets of this Type. You can choose to either have no influence on the current permissions, to override the specific tickets being viewed by Users, but Users will need access to this Type. You can also choose to entirely override the current permissions so that any Users can see tickets of this Type.</td></tr><tr><td style="width: 33.3333%;" id="is_sprint">Use this Ticket Type for Sprints</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">This will designate the Ticket Type to be used for Sprints. When another ticket is assigned to a Sprint, that ticket is linked to the Sprint ticket, and inherits it&#39;s target date. Enabling setting will add this type to those available when starting a Sprint.</td></tr><tr><td style="width: 33.3333%;" id="sprint_tickettype_id">Sprint Ticket Type</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This will not be available should the Ticket Type be marked as a Sprint ticket type. When available, this will allow the choice of which Sprint Type is used when starting a Sprint.</td></tr><tr><td style="width: 33.3333%;" id="addactionstolinked">When Actions are added to a Parent Ticket by an Agent, also add to all Child Tickets:</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">The selection made here dictates the circumstances in which Agent actions on Parent tickets are passed on to their Child tickets.</td></tr><tr><td style="width: 33.3333%;" id="parentstatusafterallchildclosed">Parent Status after all Child Tickets are closed</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">The Status chosen here will be the status that the Parent is set to once all associated Child tickets are closed.</td></tr><tr><td style="width: 33.3333%;" id="dontconfirm_updateparent">Automatically change the Parent Status after all Child Tickets are closed<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this offers an alternative to closing the parent once all children are closed, instead providing the option to choose a status for them to go to which is not closed.</td></tr><tr><td style="width: 33.3333%;" id="addnoteonlytolinked">Only add the note to the child?</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, should an action be made to the Parent, only the note will pass through to the Child.</td></tr><tr><td style="width: 33.3333%;" id="adduserupdatestochildren">Add updates from Users to Child Tickets</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, should a User update the Parent ticket, this update will pass through to the Child.</td></tr><tr><td style="width: 33.3333%;" id="showopenusertickets">Show other open Tickets for the User</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any other tickets that belong to the same End-User as tickets with this Ticket Type will be displayed on the Ticket view.</td></tr><tr><td style="width: 33.3333%;" id="showopensitetickets">Show other open Tickets for the Site</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any other tickets that belong to the same Site as tickets with this Ticket Type will be displayed on the Ticket view.<br></td></tr><tr><td style="width: 33.3333%;" id="showopenclienttickets">Show other open Tickets for the Client</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any other tickets that belong to the same Customer as tickets with this Ticket Type will be displayed on the Ticket view.<br></td></tr><tr><td style="width: 33.3333%;" id="showopendevicetickets">Show other open Tickets for the associated Asset(s)</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any other tickets that have the same associated Asset(s) as tickets with this Ticket Type will be displayed on the Ticket view.<br></td></tr><tr><td style="width: 33.3333%;" id="showuserfeed">Show User interactions</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, an additional section will be available to see recent User communications for the assigned End-User to tickets of this type.</td></tr><tr><td style="width: 33.3333%;" id="include_appointments_scheduled_hours">Set ticket estimated time as the total scheduled appointment time</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">This will use the value for the estimated time set against tickets of this type as the total scheduled appointment time when scheduling appointments from the ticket.</td></tr><tr><td style="width: 33.3333%;" id="ticketlinktype">Ticket link type for parent Tickets</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This provides a list of available Ticket Link Types that will be chosen as the default when linking tickets of this type to other tickets.</td></tr><tr><td style="width: 33.3333%;" id="show_add_note">Show the Add Note action in the User portal</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">This will allow the User to add a note on tickets with this type, which will not alter the status of the ticket, but will still add information to both the User and Agent views of the ticket.</td></tr><tr><td style="width: 33.3333%;" id="show_child_tasks_type">Show Child Tasks on the End-User Portal</td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This dictates the extent to which Users can view child tasks related to their tickets of this type via the portal. This can either be none, those they have access to, or any at all.</td></tr><tr><td style="width: 33.3333%;" id="pin_important_actions">Pin important Actions to top of Ticket history</td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, Actions marked as important will be shown at the top of the ticket history when viewing tickets of this type. This is only applied to the Agent portal, it is not replicated on the End-User Portal.</td></tr><tr><td style="width: 33.3333%;" id="showdecendantwarningoptions">Enable Asset relationship descendant warnings<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, when creating a ticket of this type, should an asset be added to that ticket, and that asset have a downstream relationship, a warning will appear informing you that other assets are dependant on this asset, in case you are planning to alter this asset in any way.</td></tr><tr><td style="width: 33.3333%;" id="auto_delete_data">Auto delete Ticket data<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows you to choose if you would like to delete Ticket data automatically for tickets of this type, and if so, how.</td></tr><tr><td style="width: 33.3333%;" id="auto_delete_days">Number of Days</td><td style="width: 11.2725%;">Integer</td><td style="width: 55.3942%;">When any options other than &quot;None&quot; are selected for &quot;Auto-delete Ticket data&quot;, a number of days must be specified after which these actions will take place for tickets of this type.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="auto_create_appt">Create a Ticket appointment automatically<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows the choice of creating Ticket appointments for the assigned Agent, should a start and end time be set against the ticket for tickets of this type. You can choose to create these once the ticket is approved, or to create them any time the criteria are met.</td></tr><tr><td style="width: 33.3333%;" id="default_appt_type">Default Appointment Type<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Should automatic ticket appointment creation be enabled for tickets of this type, this will need to be set to the appointment type you would like created on this occasion.</td></tr><tr><td style="width: 33.3333%;" id="showactivestatuskanban">Show active statuses on the Child Kanban<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, this will show any statuses you have marked as active (enabled) in Child Kanban views for tickets of this type. If not, a whitelist must be specified.</td></tr><tr><td style="width: 33.3333%;" id="kanbanstatuschoice">Statuses to show on Child Kanban View<br></td><td style="width: 11.2725%;">Multiple Select</td><td style="width: 55.3942%;">This acts as the whitelist for statuses which you would like to show whenever a Child Kanban view is shown for tickets of this type.</td></tr><tr><td style="width: 33.3333%;" id="ganttgrandchildview">Ticket Gantt View Hierarchy<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows the choice to show Grandchild tickets in the ticket Gantt view, as well as Child tickets for tickets of this type.</td></tr><tr><td style="width: 33.3333%;" id="statusafterresourcebook">Status after user appointment booking (resource booking)<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Should a User book any resources via tickets of this type, the status of the ticket will be set to this selection automatically.</td></tr><tr><td style="width: 33.3333%;" id="ticket_status_after_appointment"><p id="isPasted">Status after Agent creates appointment</p></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">Should an Agent create an appointment off the back of a ticket with this type, the status of the ticket will change to this selection automatically.</td></tr><tr><td style="width: 33.3333%;" id="defaultsidebarcollapsed">Default the ticket sidebar to collapse<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, for tickets of this type, when opening a ticket screen, the side-bar, i.e. Ticket Details and User information, along with any other details you show here, will require manually opening to be shown.</td></tr><tr><td style="width: 33.3333%;" id="usemilestones">Enable Milestones<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, tickets of this type will be able to utilise the Milestone feature. These are usually used to split projects into related groups of tasks, and time on these can be tracked in groups.</td></tr><tr><td style="width: 33.3333%;" id="milestone_billing">Enable Milestone Billing<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, Milestones can be billed for separately, for example; should a ticket (usually projects) have multiple sub-tasks that fall under a certain job, these can be grouped into a milestone, and billed for together.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="enableforecasting">Enable Forecasting<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When enabled, a tab will appear in Timesheets and Tickets of this type that displays Forecasting information. Via the ticket, you can &quot;book&quot; time in for your Agents, based on a weekly basis. This can be used to foresee when Agent availability may be limited, and actions can be taken as a result. Time logged on any tickets with Forecasting active will show in this menu, and future time can be added by selecting the timeslot you would like to add it to.</td></tr><tr><td style="width: 33.3333%;" id="make_cc_followers">Automatically add CC&#39;d Users as Ticket followers<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any CC&#39;d Users in email communications will be added as Followers to tickets of this type. This will inform them via email of any updates to the ticket, whether the email was sent to them or not.</td></tr><tr><td style="width: 33.3333%;" id="default_kanban_view">Default Kanban view<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This dictates the style of Kanban view that will be shown by default when viewing tickets of this type. This can still be changed on an ad-hoc basis.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="showgeneralsurveyfields">Show Satisfaction Level and General Comments fields on Surveys<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, any surveys launched from tickets of this type will include the additional fields of Satisfaction Level and General comments.</td></tr><tr><td style="width: 33.3333%;" id="auto_forward_email_updates">Forward Agent updates via Email to End-Users<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows tickets of this type to have a different behaviour to the global setting for forwarding Agent updates via email to End-Users. Choices include Yes, No, or to remain using the Global setting.</td></tr><tr><td style="width: 33.3333%;" id="process_open_tickets">Status of Tickets before they are able to be invoiced<br></td><td style="width: 11.2725%;">Single Select</td><td style="width: 55.3942%;">This allows tickets of this type to have a different requirement for the ability to invoice them. The requirement being the status of the ticket, choices include; all statuses, only closed statuses, or to use the Global setting.<br></td></tr><tr><td style="width: 33.3333%;" id="show_child_assets">Show tab for Assets related to child Tickets<br></td><td style="width: 11.2725%;">Checkbox</td><td style="width: 55.3942%;">When checked, tickets of this type will have an additional tab for detailing which Assets are related to that ticket&#39;s children.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Defaults</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3675%; 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: 12.0618%; 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: 54.6049%; 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: 33.3675%;" id="initial_status">Initial Status</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determines the status Tickets of this type will have immediately after being logged.</td></tr><tr><td style="width: 33.3675%;" id="workflow_id">Start a Workflow</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determines the Workflow to apply to this Ticket immediately after it is logged.</td></tr><tr><td style="width: 33.3675%;" id="approval_process_id">Start an Approval Process</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determine the Approval Process to trigger at the point of this Ticket being logged.</td></tr><tr><td style="width: 33.3675%;" id="default_team">Team</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determines the Team this Ticket should be assigned to upon being logged.</td></tr><tr><td style="width: 33.3675%;" id="default_agent">Agent</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determines the Agent to assign this Ticket to upon it being logged.</td></tr><tr><td style="width: 33.3675%;" id="default_team_to_agents_default">Set Team to the Agents default</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">(If the above field &#39;Agent&#39; is set to &#39;Agent Logging/Doing&#39;) - when checked, the Team this Ticket is assigned to is the default Team set within an Agent&#39;s details.</td></tr><tr><td style="width: 33.3675%;" id="default_sla">Service Level Agreement</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determined the SLA to apply to this Ticket upon it being logged.</td></tr><tr><td style="width: 33.3675%;" id="default_priority">Priority Number</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Determines the Priority to set this Ticket to upon it being logged<br><br><em>NB: The priority selected must be set in the SLA that is being applied.</em></td></tr><tr><td style="width: 33.3675%;" id="default_excludefromsla">Exclude from SLA</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">When checked, SLA functionality is not considered for Tickets of this type.</td></tr><tr><td style="width: 33.3675%;" id="default_category_1">Category</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The value chosen here will be used to define the default Category of tickets of this type. (Often Renamed)</td></tr><tr><td style="width: 33.3675%;" id="default_category_2">Category 2</td><td style="width: 12.0618%;">Single Select<br></td><td style="width: 54.6049%; text-align: left;">The value chosen here will be used to define the default Category 2 of tickets of this type. (Often Renamed)<br></td></tr><tr><td style="width: 33.3675%;" id="default_category_3">Category 3</td><td style="width: 12.0618%;">Single Select<br></td><td style="width: 54.6049%; text-align: left;">The value chosen here will be used to define the default Category 4 of tickets of this type. (Often Renamed)<br></td></tr><tr><td style="width: 33.3675%;" id="default_category_4">Category 4</td><td style="width: 12.0618%;">Single Select<br></td><td style="width: 54.6049%; text-align: left;">The value chosen here will be used to define the default Category 4 of tickets of this type. (Often Renamed)<br></td></tr><tr><td style="width: 33.3675%;" id="default_product_id">Default Product</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The product chosen here will be related to any tickets created of this type by default.</td></tr><tr><td style="width: 33.3675%;" id="default_summary">Default Summary</td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will populate the default Summary field of any tickets logged of this type, but this can be changed whenever.</td></tr><tr><td style="width: 33.3675%;" id="default_details">Default Details</td><td style="width: 12.0618%;">Free Text<br></td><td style="width: 54.6049%; text-align: left;">The text entered here will populate the default Details field of any tickets logged of this type, but this can be changed whenever.<br></td></tr><tr><td style="width: 33.3675%;" id="default_matchedkbid">Article</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The article selected here will be referenced by any tickets logged with this type by default, but can be changed.</td></tr><tr><td style="width: 33.3675%;" id="from_mailbox_id">From Address</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">This provides a list of any Mailboxes with outgoing settings configured, which can be chosen from to set a default for any emails originating from tickets of this type. This can be edited upon sending emails.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="default_sendack">Send Acknowledgement</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The selection here will override the Customer level settings, and will dictate whether tickets of this type send ticket acknowledgement emails.</td></tr><tr><td style="width: 33.3675%;" id="acknowledgementtemplate">Acknowledgement Email Template</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">This will be the email template used for sending acknowledgement emails, should they be enabled.</td></tr><tr><td style="width: 33.3675%;" id="default_sendremoteinvite">Send Remote Session Invitation</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">When checked, this will send a remote session invitation via any integration set up to do so, such as Beyond Trust, which will (once accepted) allow you to remote on to someone&#39;s machine.</td></tr><tr><td style="width: 33.3675%;" id="default_sendemail">Send Action Emails</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">When checked, any actions on that ticket type will send emails by default. This can be disabled on a per-action basis when performing them.</td></tr><tr><td style="width: 33.3675%;" id="default_showforusers">Show to End User</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">When enabled, tickets of this type will not be visible via the End-User portal, however the client will still be able to update it via email.</td></tr><tr><td style="width: 33.3675%;" id="overwrite_showforusers">Ensure Ticket is hidden from the Self Service Portal even if created from there</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">When enabled, should tickets of this type be logged via the Self-Service portal, they will not be visible there once logged, even if they were logged via the portal itself.</td></tr><tr><td style="width: 33.3675%;" id="forwardinboundupdates">Forward incoming updates to all recipients</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">When enabled, any updates to tickets of this type will be forwarded to any addresses in the Email Recipients list, whether they are cc&#39;ed or not.</td></tr><tr><td style="width: 33.3675%;" id="default_estimate">Default Estimate Value</td><td style="width: 12.0618%;">Time Field (hh:mm)</td><td style="width: 54.6049%; text-align: left;">The time entered here will be set as an estimate for any tickets logged of this type, these are used for time-tracking, usually on projects.</td></tr><tr><td style="width: 33.3675%;" id="overridewiththefollowingtemplatewhenloggingmanually">Automatically apply the following template when a Ticket is logged as or changed to this Ticket Type</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The template selected here will be applied to any tickets logged as this ticket type via any means other than email. This will also be applied if a ticket is changed to this type post-creation.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="appointmentdefaultbody">Default Project Appointment Body</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The selection here will populate the body of any Project Appointments created from tickets of this type. These can be set up as custom email templates.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="default_appointment_summary">Default Appointment Summary</td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will populate the default Appointment Summary field of any appointments booked from tickets of this type, but this can be changed upon logging.<br></td></tr><tr><td style="width: 33.3675%;" id="default_appointment_details">Default Appointment Body</td><td style="width: 12.0618%;">Rich Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will populate the default Appointment Body field of any appointments booked from tickets of this type, but this can be changed upon logging.<br></td></tr><tr><td style="width: 33.3675%;" id="default_services">Related Services</td><td style="width: 12.0618%;">Multiple Select</td><td style="width: 54.6049%; text-align: left;">The services selected here will be added as related services to any tickets that are logged as this type.</td></tr><tr><td style="width: 33.3675%;" id="updateservicestatus">Default for Update Service Status field</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">The yes or no dictated by this being checked or not will be the default for the &quot;Update Service Status&quot; field for any tickets logged of this type.</td></tr><tr><td style="width: 33.3675%;" id="default_servicestatusnote">Default Service Status Note</td><td style="width: 12.0618%;">Rich Text</td><td style="width: 54.6049%; text-align: left;">If using tickets to control monitored services, the content here will be used to populate a default for the Status Notes.</td></tr><tr><td style="width: 33.3675%;" id="isbillable">Default for Ticket is billable field</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">The yes or no dictated by this being checked or not will be the default for the &quot;Ticket is billable&quot; field for any tickets logged of this type.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="default_targetdate">Default Target Date</td><td style="width: 12.0618%;">Integer</td><td style="width: 54.6049%; text-align: left;">The number here will be how many days after the ticket is logged that the &quot;Target Date&quot; field will be set to, for any tickets logged of this type. Set to -1 to disable this functionality.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="attendeesenduser">Default Attendees to End-User of Ticket</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">Should an appointment be raised from tickets of this type, this will set the default for the Attendees list, available from the related users to that ticket.</td></tr><tr><td style="width: 33.3675%;" id="default_is_sensitive">Is Sensitive</td><td style="width: 12.0618%;">Checkbox</td><td style="width: 54.6049%; text-align: left;">When checked, tickets of this type will only be visible to the End-User (and Agents), even if others at that Client / Site have access to see their tickets.</td></tr><tr><td style="width: 33.3675%;" id="default_justification">Default Justification</td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Justification field on tickets logged of this type.</td></tr><tr><td style="width: 33.3675%;" id="default_impact">Default Impact</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The choice of Impact here will be set as a default for the Impact field for any tickets logged of this type, and will then be used to calculate ticket priority.</td></tr><tr><td style="width: 33.3675%;" id="default_impactdescription">Default Impact Description</td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Impact Description field on tickets logged of this type.<br></td></tr><tr><td style="width: 33.3675%;" id="default_risklevel">Default Risk Level</td><td style="width: 12.0618%;">Single Select</td><td style="width: 54.6049%; text-align: left;">The choice of Risk level here will be set as a default Risk level for tickets logged of this type.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="default_riskleveldescription">Default Risk Level Description</td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Risk Level Description field on tickets logged of this type.<br></td></tr><tr><td style="width: 33.3675%;" id="default_testplan">Default Test Plan<br></td><td style="width: 12.0618%;">Rich Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Test Plan field on tickets logged of this type.</td></tr><tr><td style="width: 33.3675%;" id="default_backoutplan">Default Backout Plan<br></td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Backout Plan field on tickets logged of this type.<br></td></tr><tr><td style="width: 33.3675%;" id="default_communicationplan">Default Communication Plan<br></td><td style="width: 12.0618%;">Free Text</td><td style="width: 54.6049%; text-align: left;">The text entered here will be used to populate the default Communication Plan field on tickets logged of this type.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Bookings</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 32.7976%; 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: 12.391%; 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: 54.7896%; 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: 32.7976%;">Default Asset Booking Resource Type<br></td><td style="width: 12.391%;">Single Select</td><td style="width: 54.7896%; text-align: left;">The default Asset Booking Resource Type chosen here will be applied to any asset booking activities originating from tickets of this type. This can be changed on creation.</td></tr><tr><td style="width: 32.7976%;">Agent Resource Booking Type<br></td><td style="width: 12.391%;">Single Select</td><td style="width: 54.7896%; text-align: left;">The selection made here will dictate whether Agent Booking (from tickets of this type) chooses between individual Agents or a load balanced decision over a selected Team.&nbsp;</td></tr><tr><td style="width: 32.7976%;">Allow Users to book appointments from Tickets<br></td><td style="width: 12.391%;">Checkbox</td><td style="width: 54.7896%; text-align: left;">When checked, this will enable Users to book appointments with Agents via their tickets of this type on the Self-Service Portal</td></tr><tr><td style="width: 32.7976%;">Default Agent Booking Resource Type<br></td><td style="width: 12.391%;">Single Select</td><td style="width: 54.7896%; text-align: left;">The selection made here will be the Team(s) from which a User can book Agent Appointments with on tickets with this type. Choices allow a specific Team choice, the allocated Team to that ticket, or any of the &quot;Allowed&quot; Teams, listed below.</td></tr><tr><td style="width: 32.7976%;">Agent booking type/duration<br></td><td style="width: 12.391%;">Single Select</td><td style="width: 54.7896%; text-align: left;">The selections here are configured in the Resource Booking &gt; Agent Resource Booking section of the configuration. The selected option will determine the type and duration of the appointment.&nbsp;</td></tr><tr><td style="width: 32.7976%;">Allowed Resource Booking Teams</td><td style="width: 12.391%;">List</td><td style="width: 54.7896%; text-align: left;">This list will be used to determine which Teams are included in the load balancing calculations for selecting the Agent for the appointment, should the *Select from allowed Teams* option be selected before.&nbsp;</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Field List</span></strong></p><p><span style="font-size: 11pt;">Fields added to this list will be available on this Ticket Type. Groups of fields can be added too. Field options below:</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: 11.4686%; 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: 55.1981%; 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: 33.3675%;" id="endusernew">End User Ticket Screen Visibility</td><td style="width: 11.4686%;">Single Select</td><td style="width: 55.1981%; text-align: left;">This determines whether this field can be seen/edited on tickets of this type the Self Service Portal.</td></tr><tr><td style="width: 33.3675%;" id="enduserdetail">End User Ticket Details Screen Visibility<br></td><td style="width: 11.4686%;">Single Select</td><td style="width: 55.1981%; text-align: left;">This determines whether this field can be seen on the Ticket Details section on tickets of this type in the Self Service Portal.<br></td></tr><tr><td style="width: 33.3675%;" id="">Agent New Ticket Screen Visibility<br></td><td style="width: 11.4686%;">Single Select<br></td><td style="width: 55.1981%; text-align: left;">This determines whether this field can be seen/edited when an Agent creates a ticket of this type.&nbsp;</td></tr><tr><td style="width: 33.3675%;" id="techdetail">Agent Ticket Details Screen Visibility&nbsp;<br></td><td style="width: 11.4686%;">Single Select<br></td><td style="width: 55.1981%; text-align: left;">This determines whether this field can be seen by Agents on the Ticket Details section of tickets with this type, and where it can be found.<br></td></tr><tr><td style="width: 33.3675%;" id="restrictupdate">Agent Ticket Details Modify Access&nbsp;<br></td><td style="width: 11.4686%;">Single Select<br></td><td style="width: 55.1981%; text-align: left;">This determines which Agents are able to modify the field straight from the Ticket Details screen on tickets with this type.</td></tr><tr><td style="width: 33.3675%;" id="restrictread">Agent Ticket Details Read Access<br></td><td style="width: 11.4686%;">Single Select<br></td><td style="width: 55.1981%; text-align: left;">This determines which Agents are able to see the field on the Ticket Details screen on tickets with this type.</td></tr><tr><td style="width: 33.3675%;" id="visibility_conditions">Dynamic Field Visibility<br></td><td style="width: 11.4686%;">List</td><td style="width: 55.1981%; text-align: left;">Here, other fields can be added as requirements for this field to appear on tickets with this type. 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: 33.3675%;" id="chat_message">Chat input message</td><td style="width: 11.4686%;">Free Text</td><td style="width: 55.1981%; text-align: left;">When logging tickets of this type via the Chat Bot, this message will be used to prompt the entry of this field, and will override the default which is just the field name.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Allowed Values</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3674%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 11.5903%; 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: 55.0764%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3674%;" id="allowall_actions">Allow All Actions</td><td style="width: 11.5903%;">Checkbox</td><td style="width: 55.0764%; text-align: left;">When checked, all actions will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.</td></tr><tr><td style="width: 33.3674%;" id="allowall_status">Allow All Values (Status)<br></td><td style="width: 11.5903%;">Checkbox</td><td style="width: 55.0764%; text-align: left;">When checked, all Statuses will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_category1">Allow All Values (Category)<br></td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Category values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_category2">Allow All Values (Resolution Code)<br></td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Resolution Code values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_category3">Allow All Values (Category 3)<br></td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Category 3 values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_category4">Allow All Values (Category 4)<br></td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Category 4 values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowed_clients">Customers</td><td style="width: 11.5903%;">List</td><td style="width: 55.0764%; text-align: left;">This is a list of Customers that will have access to tickets of this type.</td></tr><tr><td style="width: 33.3674%;" id="allowall_appointment_types">Allow all appointment types</td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all appointment types will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_team">Allow All Values (Teams)</td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Teams will be allowed to use this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr><tr><td style="width: 33.3674%;" id="allowall_iframe_customtabs">Allow all Custom Tabs</td><td style="width: 11.5903%;">Checkbox<br></td><td style="width: 55.0764%; text-align: left;">When checked, all Custom Tabs will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Layout</span></strong></p><p><span style="font-size: 11pt;">Should the &quot;Custom&quot; tab layout be selected, a list of available tabs will be made available. On each of these you can decide to either show or hide them. Should the choice be made to hide the tab, it will be marked with &quot;Hide&quot; for clarity.</span></p>

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} .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong><style data-pasted="true">.cf0{font-family:Consolas;font-size:11pt;}</style></strong></p><p><strong>- Overview</strong></p><p><strong>- Setup Steps for Instances Deployed before January 19 2026 (or HaloITSM, HaloCRM)&nbsp;</strong></p><p><strong>- Setup Steps required for (HaloPSA) Instances Deployed after January 19 2026</strong></p><p><strong>- Using the MCP Endpoint to query instance data</strong></p><p><br></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/2597" data-pasted="true" style="font-weight: bold;"><strong>Halo MCP Server Connection</strong></a></li></ul><p><br></p><p><strong><span style="color: rgb(209, 72, 65);">This setup is now legacy, and has been replaced with new functionality for new HaloPSA environments. If your environment was deployed after July 1st 2026, then please refer to this guide for your OOTB setup: <a href="https://www.usehalo.com/guides/2875" target="_blank" rel="noopener noreferrer" style="color: rgb(209, 72, 65);">Using the Halo MCP AI Agent With The ChatBot (Pre-Configured Environments)</a>.</span></strong></p><p><strong><span style="color: rgb(209, 72, 65);">If you would like to set up the new functionality, please refer to this guide: <a href="https://www.usehalo.com/guides/2876" target="_blank" rel="noopener noreferrer" style="color: rgb(209, 72, 65);">Halo MCP AI Agent: Chat Setup Guide</a>.</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Overview</span></strong></p><p>The MCP endpoint can be utilised alongside the Halo Chatbot to have OpenAI evaluate data in your Halo instance and carry out actions in your Halo. Useful for easily obtaining data and statics on your businesses performance and carrying out ad-hoc tasks quickly and efficiently. You may use this to see how your teams are performing, how much profit you have made, complete quick checks, etc. the options are endless.&nbsp;</p><p><br></p><p>This functionality is pre-built into trials of HaloPSA as of January 19<span style="color: rgb(226, 80, 65);">&nbsp;</span>2026 but some setup is required before this can be used. You do not need your own AI connection to use this functionality if you are using this functionality on a trial instance. If you are looking to plug this into a live (production) instance you will need your <a href="https://usehalo.com/halopsa/guides/2385" target="_blank" rel="noopener noreferrer">own AI credentials</a>.&nbsp;</p><ul><li>If your Instance was deployed after January 19 2026 skip to the section &quot;Setup Steps required for (HaloPSA) Instances Deployed after January 19 2026&quot;</li></ul><p><br></p><p>If your instance was deployed before January 19 2026, or you are using one of our other products (HaloITSM, HaloCRM) &nbsp;this functionality will need to be built into your instance.&nbsp;</p><ul><li>If your instance was deployed after January 19 2026, start at the section &quot;Setup Steps for Instances Deployed before January 19 2026 (or HaloITSM, HaloCRM)&quot;.</li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">How does this work?</span></strong></p><p>The runbook &quot;HaloMCP&quot; is plugged into the chat profile &quot;HaloMCP&quot;, so that each time a query is entered into this chat the runbook is triggered. The runbook will send the query to OpenAI which will use the MCP endpoint to get data from your instance to answer the query. The MCP endpoint also allows OpenAI to execute actions in your Halo instance, so that if an action is requested from the chat, OpenAI can carry out this action in your instance. The runbook is triggered for each query/prompt entered into the chat.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setup Steps for Instances Deployed before January 19 2026 (or HaloITSM, HaloCRM)&nbsp;</span></strong></p><p>To begin you will need to create an API application, that gives access to your Halo instance.&nbsp;</p><p><br></p><p>Head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &gt; New. Here, create an application with the following configuration:</p><ul><li><strong>Application Name -</strong> HaloMCP (or any appropriate name)</li><li><strong>Authentication Method -&nbsp;</strong>Client ID and Secret (Services)</li><li><strong>Login Type -&nbsp;</strong>Agent</li><li><strong>Agent to log in as -&nbsp;</strong>Choose an agent who is an Administrator</li></ul><p><br></p><p>The application should look as shown in figure 1.&nbsp;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmZjhjYmUzLWE0YzItNDM5OS05NjZlLWQ0ZWIwN2RlMmNhZiJ9.NgCMfj_4DN0hwXLZuAJQrJx3v5xH8JpkjscVAKrpJOs" class="fr-fic fr-fil fr-dib" width="885" style="width: 887px; height: 585.6px;" height="586"></p><p><strong><span style="font-size: 10pt;">Fig 1. New API Application</span></strong></p><p><br></p><p>Once the application is saved head to the &quot;Permissions&quot; tab and give the application the &quot;all:standard&quot; permissions only.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZDE0MDg1LTk2NjAtNDI5OS04MjRkLTljODFjNjBjMzQ4ZiJ9._yzTQqld5aOoXs-Id7fi4WOA8Z3be9mwlcNHX46UFXg" class="fr-fic fr-fil fr-dib" width="879" style="width: 881px; height: 470.301px;" height="470"></p><p><strong><span style="font-size: 10pt;">Fig 2. Give application Permissions</span></strong></p><p><br></p><p>Before you save the application head back to the &quot;Details&quot; tab and use the &quot;Generate&quot; button to generate a secret for the application. Once generated, copy this, along with the Client ID to a clipboard.&nbsp;</p><p><br></p><p>We will now need to create the required runbook.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Create Runbook</span></strong></p><p>Now you will need to create a new runbook that sends requests to the MCP server.&nbsp;</p><p><br></p><p>Head to Configuration &gt; Integrations &gt; Custom Integrations &gt; Integration Runbooks &gt; New. Give the runbook a name and save it.&nbsp;</p><p><br></p><p>Then use the &quot;Import from JSON&quot; button to create the runbook with pre-provided JSON. The JSON required will be attached to this guide. If you are viewing this guide on our website, you will need to head to our portal to get this attachment,<span style="color: rgb(235, 107, 86);">&nbsp;</span><span style="color: rgb(0, 0, 0);"><a href="https://support.haloservicedesk.com/article?text=mcp&entity=articles&id=2726" target="_blank" rel="noopener noreferrer" style="color: rgb(0, 0, 0);">here</a>.</span></p><p><span style="color: rgb(235, 107, 86);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0YmM0N2QwLTNiZmMtNGMwZS1iMjAwLTZmYjExMTBmYzE4MiJ9.o6sbvDlkh1aE--MU7L3hagckwUW2Bm8EIT4sQyU62l4" class="fr-fic fr-fil fr-dib" width="833" style="width: 835px; height: 513.412px;" height="513"></span></p><p><strong><span style="font-size: 10pt;">Fig 3. Import runbook from JSON</span></strong></p><p>&nbsp;</p><p>Save the runbook and head to the Flow Chart tab.&nbsp;</p><p><br></p><p>Edit the first step &quot;Get Bearer Action&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2MDlkNzdkLTc4YzYtNDQwOC1hNzk2LTUyODQ5ZTg1YTRhZCJ9.qRpifNV6cASHaQ23LGu2dvBumBwDOtuyPPwNFhPKAr0" class="fr-fic fr-fil fr-dib" width="1018" height="567"></p><p><strong><span style="font-size: 10pt;">Fig 4. Edit First Step</span></strong></p><p><br></p><p>Create a new method to obtain a bearer token for your instance. This will need to follow the setup shown in figure 5.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzMGUyYmYwLTNiNjQtNDBmYy1hOWM4LWMzNDM5N2FmMjg1ZiJ9.a8cmooCc1qpbuygZQvTJViPkZFkcqQ3-Qxu0Z5t58aw" class="fr-fic fr-fil fr-dib" width="1641" style="width: 1643px; height: 640.3px;" height="640"></p><p><strong><span style="font-size: 10pt;">Fig 5. Method to Obtain Bearer Token</span></strong></p><p><br></p><p>The endpoint to post this request to will need to follow the format:</p><ul><li><a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://YOURHALOINSTANCE/auth/token">https://YOURHALOINSTANCE/auth/token</a>.</li></ul><p><br></p><p>You will need to add the body shown in figure 5. The value of the client id and client secret swill be taken from the API application you created earlier. Paste these in here. Ensure you also check the &quot;Encrypt&quot; option.&nbsp;</p><p><br></p><p>Now add an output variable for the method, to store the token retrieved. The variable will need to be configured as shown in figure 6.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwYTM1OGQ2LTUxYTEtNGY5Yy1iN2E2LWRjMmM3NmVlMDA2ZCJ9.PFnuFbqQtjx0ogVib4iLxtpxl6odgyUxICzAqu2fmvw" class="fr-fic fr-fil fr-dib" width="1640" style="width: 1642px; height: 477.356px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 6. Output Variable to store Bearer Token</span></strong></p><p><br></p><p><strong><em>Note: Ensure the name of the variable is also the same name as shown. This name is used later on in the runbook.&nbsp;</em></strong></p><p><br></p><p>Now save the method, and select the method you have just created to be used for this runbook step before saving the step.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1YjkzMjA1LTJkNDMtNGU3Yy04NTIxLThmODJlMTYyYTQ5ZSJ9.HFUlg8hdVyzeopWcg4Zk1gMPy-Q0MkiEzM0_4xXJ5aY" class="fr-fic fr-fil fr-dib" width="738" style="width: 740px; height: 505.093px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 7. Select the Method to use for the Step</span></strong></p><p><br></p><p>Now edit the step &quot;Query MCP&quot; and create a new method.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkZTVkY2EwLWNhMWEtNGY0YS1iM2ZjLTk3ZjhmZmMxMDU4MSJ9.MWYII9-ItoGoc32bue8vaU2ykuTSb5jSFzEItTFmaNw" class="fr-fic fr-fil fr-dib" width="689" style="width: 691px; height: 565.536px;" height="566"></p><p><strong><span style="font-size: 10pt;">Fig 8. Create new method</span></strong></p><p><br></p><p><span style="color: rgb(235, 107, 86);"><strong>Important: The method created here will differ depending on if you are using OpenAI or Azure OpenAI as your AI connection. If you are using OpenAI as your connection follow the section &quot;</strong></span><strong><span style="color: rgb(235, 107, 86);">Method when using OpenAI&quot;, if you are using Azure OpenAI as your connection follow the section &quot;Method when using Azure OpenAI&quot;.</span></strong></p><p><br></p><p style="margin-left: 20px;"><strong>Method when using OpenAI</strong></p><p style="margin-left: 20px;"><em>Pre-requisites:</em></p><ul style="margin-left: 20px ;"><li style="font-style: italic;"><em>Ensure you have already<a href="https://usehalo.com/halopsa/guides/1667/" target="_blank" rel="noopener noreferrer" style="font-style: italic;">&nbsp;configured your own OpenAI connection</a> for your Halo instance.&nbsp;</em></li></ul><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Configure the method as shown in Figure 9. The method needs to complete a POST to the OpenAI responses endpoint. Ensure you also select the integration to be &quot;OpenAI&quot;.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmMTc3NWJiLTNhODctNDIzOS1iNjZlLTlhOTgwZWQzNDEwZCJ9.Q53ooFgeh0mbt8Z34HDCY3Mu_946Ix9NtRqGfTMEIno" class="fr-fic fr-fil fr-dib" width="1465" style="width: 1467px; height: 382.945px;" height="383"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 9. Method to send a request to Open AI</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">In the &quot;Body&quot; of the method paste the following JSON, replacing &quot;YOURHALOINSTANCE with your own instance URL:&nbsp;</p><p data-pasted="true" style="margin-left: 40px;"><em>{</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &quot;model&quot;: &quot;gpt-4.1&quot;,</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &quot;input&quot;: &quot;&lt;&lt;chat^last_message_text!&gt;&gt;. Give any responses in formatted HTML. Do not include markup, return only the raw html. Estimate the name of the report in question based on the function name and return that in your response. If no tools match the input, respond with the knowledge at your disposal. Based on the tools you have access to, suggest follow up actions to perform in the system: log a ticket, add a note to an existing ticket, assign a ticket to me, etc.&quot;,&nbsp;</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &quot;tools&quot;: [</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; {</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;type&quot;: &quot;mcp&quot;,</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;server_label&quot;: &quot;halopsa&quot;,</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;server_url&quot;: &quot;<a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://chatfuckup4.halopsa.com/api/mcp">https://YOURHALOINSTANCE.com/api/mcp&quot;</a>,</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;require_approval&quot;: &quot;never&quot;,</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;headers&quot;: {</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;Authorization&quot;: &quot;Bearer &lt;&lt;token!&gt;&gt;&quot;</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; }</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; }</em></p><p style="margin-left: 40px;"><em>&nbsp; &nbsp; ]</em></p><p style="margin-left: 40px;"><em>}</em></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 20px;">This should look as shown in Figure 10.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2YmZhZjdhLWZjZDUtNDE0MC04MGRkLTQwZDMwYzY5MmI2NyJ9.zS49VOgFFNGhmmQzjPTvFcKQC7TOkJ7BLIa6RY9s6aE" class="fr-fic fr-fil fr-dib" width="1656" style="width: 1658px; height: 691.346px;" height="691"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 10. Body of Method for request to OpenAI</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Then, in the Output Variables tab create an output variable to store the response from OpenAI. The variable should look as shown in Figure 11.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5ZThlYjAyLTk3MzYtNDZkYS05MWZjLWMzMDNmYzIwYzU2OCJ9.soRj8gC2ro2B1L6mApCfaYba0IP2XbjhWqB15o2ag5Q" class="fr-fic fr-fil fr-dib" width="1401" style="width: 1403px; height: 345.14px;" height="345"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 11. Variable to store OpenAI Response&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">The variable will have the following value:</p><ul style="margin-left: 20px ;"><li>response^output[type=message]^content[0]^text!</li></ul><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now save the method. Before saving the step ensure you select this method to be used for this runbook step.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiN2M4MTI3LWE4NjAtNDg3Yi1hYzg3LTJlOWMyZjAxZGY0OSJ9.DE9xxF_Kj0rGNEGJiIKjEX533ROqL4e8H5WSdhfhG28" class="fr-fic fr-fil fr-dib" width="891" style="width: 893px; height: 507.426px;" height="507"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 12. Select the Method to use for Step 2</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Method when using Azure OpenAI</span></strong></p><p data-pasted="true" style="margin-left: 20px;"><em>Pre-requisites:</em></p><ul style="margin-left: 20px ;"><li style="font-style: italic;"><em>Ensure you have already configured your own <a href="https://usehalo.com/haloitsm/guides/2316" target="_blank" rel="noopener noreferrer" style="font-style: italic;">Azure OpenAI&nbsp;</a>connection for your Halo instance.&nbsp;</em></li></ul><p data-pasted="true" style="margin-left: 20px;">Configure the method as shown in Figure 14. The method needs to complete a POST to the Azure OpenAI responses endpoint. Ensure you also select the integration to be &quot;Azure OpenAI&quot;.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjYjEzMDM1LWUxMWQtNDA3OS1iZDliLTQ3ZDhkMTQ3YThjNSJ9.-PlDuDQ6pLMSzCeJ9_WbnvL2gOvhrAfUD-7sDx0BIr8" class="fr-fic fr-fil fr-dib" width="1668" style="width: 1670px; height: 593.084px;" height="593"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 13. Method to send a request to Azure OpenAI&nbsp;</span></strong></p><p style="margin-left: 40px;"><br></p><p data-pasted="true" style="margin-left: 20px;">In the &quot;Body&quot; of the method paste the following JSON, replacing &quot;YOURHALOINSTANCE with your own instance URL:&nbsp;</p><p style="margin-left: 20px;"><br></p><p data-pasted="true" style="margin-left: 20px;"><em>{ &nbsp; &quot;model&quot;: &quot;YOUR Default Azure OpenAI Deployment&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &quot;input&quot;: &quot;&lt;&lt;chat^last_message_text!&gt;&gt;. Give any responses in formatted HTML. Do not include markup, return only the raw html. Estimate the name of the report in question based on the function name and return that in your response. If no tools match the input, respond with the knowledge at your disposal. Based on the tools you have access to, suggest follow up actions to perform in the system: log a ticket, add a note to an existing ticket, assign a ticket to me, etc.&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &quot;tools&quot;: [</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; {</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;type&quot;: &quot;mcp&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;server_label&quot;: &quot;halopsa&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;server_url&quot;: &quot;<a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://lexsoft.halopsa.com/api/mcp">https://YOURHALOINSTANCE/api/mcp&quot;</a>,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;require_approval&quot;: &quot;never&quot;,</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;headers&quot;: {</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &quot;Authorization&quot;: &quot;Bearer &lt;&lt;token!&gt;&gt;&quot;</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; }</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; }</em></p><p style="margin-left: 20px;"><em>&nbsp; &nbsp; ] &nbsp; &nbsp; &nbsp;&nbsp;</em></p><p style="margin-left: 20px;"><em>}</em></p><p style="margin-left: 20px;"><br></p><p data-pasted="true" style="margin-left: 20px;">This should look as shown in Figure 14.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyZjIyYzJjLTk1MTQtNDIxNC1iYjMwLWU3YjIzOGJmZDk4MiJ9.epS5YXLRu3juyT7tqwvDZWv-5VZDk31j9Aio2IyDrt4" class="fr-fic fr-fil fr-dib" width="1824" style="width: 1826px; height: 714.744px;" height="715"></p><p data-pasted="true" style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 14. Body of Method for request to Azure OpenAI</span></strong></p><p style="margin-left: 20px;"><br></p><p data-pasted="true" style="margin-left: 20px;">Then, in the Output Variables tab create an output variable to store the response from Azure OpenAI. The variable should look as shown in Figure 15.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlNTk2MGEwLTVlY2YtNDI3My1iZTMzLWE2NWMzN2EwY2U4NCJ9.lohL_V9WD2esHdHqkeurQMYVDrJp9dwhkCvxjS25FBs" class="fr-fic fr-fil fr-dib" width="2024" style="width: 2026px; height: 592.103px;" height="592"></p><p data-pasted="true" style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 15. Variable to store OpenAI Response&nbsp;</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">The variable will have the following value:</p><ul><li>response^output[type=message]^content[0]^text!</li></ul><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;">Now save the method. Before saving the step ensure you select this method to be used for this runbook step.&nbsp;</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhN2ZlZmQxLTIxOWYtNDE0OS1iMmIwLTRjNmQwYjZjMTA4MCJ9._ko8p0wZZ4UpUhl3zEN0HY_GfyMXwBlLHiTr18Dgvww" class="fr-fic fr-fil fr-dib" width="1076" style="width: 1078px; height: 439.469px;" height="439"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 16. Select the method to use for step 2 (Azure OpenAI)</span></strong></p><p><br></p><p>Now save the runbook as a whole.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Chatbot</span></strong></p><p>Now you will need to create a new chat profile that will be used to query the endpoint.</p><p><br></p><p>Head to Configuration &gt; Chat &gt; Chat Profiles &gt; New, give the chat profile a name and save it.&nbsp;</p><p><br></p><p>Then, use the &quot;Import from JSON&quot; button to create the chat profile based on given JSON. The JSON required is attached to this guide, simply paste the JSON here and save. If you are viewing this guide on the website, you will need to navi<span style="color: rgb(0, 0, 0);">gate to <a href="https://support.haloservicedesk.com/article?text=mcp&entity=articles&id=2726" target="_blank" rel="noopener noreferrer">this guide in our portal</a>&nbsp;</span>to obtain the JSON.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MTM3ZDAyLTc0MjgtNGI3MS05NjlmLWJlMWViMjU4YTIyOCJ9.xDbXqvr8zovptqEiVw0aEzHS9KTBrredez4o-k5wRFo" class="fr-fic fr-fil fr-dib" width="840" style="width: 842px; height: 505.547px;" height="506"></p><p><strong><span style="font-size: 10pt;">Fig 17. Import chatbot from JSON</span></strong></p><p><br></p><p>Now, edit the step &quot;Execute MCP Action&quot; and in the &quot;Runbook&quot; field, select the runbook you just created.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2MWZhODdjLWFmZTYtNDg3Ni1hNmNiLTliMDFiZTQ5NGMyMyJ9.pPFd2u7jpqg_cr4E64mY6LYMhA7mxKt5RKowDJi5pd0" class="fr-fic fr-fil fr-dib" width="1418" style="width: 1420px; height: 552.549px;" height="553"></p><p><strong><span style="font-size: 10pt;">Fig 18. Select the Runbook to Execute</span></strong></p><p><br></p><p>Save the step and the chat profile.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Configure Tools for the Endpoint&nbsp;</span></strong></p><p>Now you have built the runbook and chat profile required for making requests to the MCP endpoint, you will need to create some additional Tools for the MCP endpoint. Tools will need to be added to allow the endpoint to access data in your instance based on chosen reports, without this step the endpoint will not to be able to obtain data about your instance.&nbsp;</p><p><br></p><p>To do this head to Configuration &gt; AI &gt; Remote MCP Server Section, in the &quot;Tools&quot; table, add a new tool.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzOGQyYzhmLTQ5ZDQtNDg5Yy1iZDk5LTQ5ZTc1NTY1MzhlNCJ9.FDtejWCz53hLmBg2grLEPaBRqXx_pTfUPo5qtoanugw" class="fr-fic fr-fil fr-dib" width="1420" style="width: 1422px; height: 480.468px;" height="480"></p><p><strong><span style="font-size: 10pt;">Fig 19. Add new Tool&nbsp;</span></strong></p><p><br></p><p>When adding a tool you will need to give the tool a name description and use.&nbsp;</p><p><br></p><p><strong>Name -&nbsp;</strong>Your chosen name for the tool. We recommend this reflects the name of the report.&nbsp;</p><p><strong>Description -&nbsp;</strong>Should contain a description of the data the report contains. The AI model will use this determine when this report should be called.&nbsp;</p><p><strong>Use -</strong> Choose &quot;Get Report Data&quot;.</p><p><strong>Report -</strong> Select the report who&#39;s data you would like to be available at the MCP endpoint.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkMzgyYTNlLTdmNzItNGJkNC1hYzBlLWE4ODBlMTBkNzM4ZCJ9.D5_HeqHY5MZEROzOo6VYzLxU_WPyRliYN9FRGwqNEWA" class="fr-fic fr-fil fr-dib" width="639" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 20. Custom Tool</span></strong></p><p><br></p><p>Using the Figure 20 example, all the data that is returned by the report &quot;Customer Satisfaction Averages Report - By Technician&quot; will be available at the MCP endpoint. When someone requests information about customer feedback via the chat profile (created earlier), data from this report will be returned.&nbsp;</p><p><br></p><p>You will need to add a tool for each report that contains data you would like to be available at the endpoint. The more reports added, the more information the MCP endpoint will have available and more more flexible the functionality.&nbsp;</p><p><br></p><p><strong><em>Note: Better results are obtained by adding lots of reports rather than few large reports containing a wide scope of data.&nbsp;</em></strong></p><p><br></p><p>In trials, over 140 tools are added to make report data available at the endpoint. We recommend creating a new trial of HaloPSA and using this as a reference for the tools required. You can then re-create these tools as you see them in the trial. If any of the reports are not available in your instance you can download these from the online <a href="https://usehalo.com/halopsa/guides/2425" target="_blank" rel="noopener noreferrer">repository</a>, or copy the sql across from a trial.&nbsp;</p><p><br></p><p>Once you have created all the tools setup is complete. Follow the section of this guide &quot;Using the MCP Endpoint to Query and Update Instance Data&quot; for information on how to use this functionality.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Setup Steps required for (HaloPSA) Instances Deployed after</span></strong><span style="color: rgb(0, 0, 0); font-size: 14pt;" data-pasted="true"><strong>&nbsp;January 19 2026</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>For this to work you will need to provide API credentials to allow the runbook to access your Halo instance.&nbsp;</p><p><br></p><p><strong><em>Note: Ensure the<a href="https://usehalo.com/halopsa/guides/2597" target="_blank" rel="noopener noreferrer">&nbsp;MCP endpoint</a> is also enabled for your instance.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Create an API application</span></strong></p><p>Head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &gt; New. Here, create an application with the following configuration:</p><ul><li><strong>Application Name -</strong> HaloMCP (or any appropriate name)</li><li><strong>Authentication Method -</strong> Client ID and Secret (Services)</li><li><strong>Login Type -</strong> Agent</li><li><strong>Agent to log in as -</strong> Choose an agent who is an Administrator</li></ul><p>The application should look as shown in Figure 21.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyMjJjYWNlLTEwNDItNGIzOC04ZmQ1LWU1ODFjNGQ4ZGE5NiJ9.Bm3hBwPGMPqjK6iIdw-dPf5KD6XS1gfJYC1Wfj_D32k" class="fr-fic fr-fil fr-dib" width="1170" style="width: 1172px; height: 669.714px;" height="670"></p><p><strong><span style="font-size: 10pt;">Fig 21. New API Application</span></strong></p><p><br></p><p>Once the application is saved head to the &quot;Permissions&quot; tab and give the application the &quot;all:standard&quot; permissions only.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlYzE0ZTEyLTJkNWQtNGUxZi05MmVjLWQyOWJhYTM5MjBhYyJ9.RgMEhHhQPirVpPJoj0FSw4YNdPMtQ16OA0mWcX2erj8" class="fr-fic fr-fil fr-dib" width="890" style="width: 892px; height: 526.073px;" height="526"></p><p><strong><span style="font-size: 10pt;">Fig 22. Give Application Permissions</span></strong></p><p><br></p><p>Before you save the application head back to the &quot;Details&quot; tab and use the &quot;Generate&quot; button to generate a secret for the application. Once generated, copy this, along with the Client ID to a clipboard.&nbsp;</p><p><br></p><p>We will now plug these credentials into the runbook</p><p><br></p><p><strong><span style="font-size: 12pt;">Plug Credentials into Runbook</span></strong></p><p>Head to Configuration &gt; Integrations &gt; Custom Integrations &gt; Integration Runbooks &gt; select &quot;HaloMCP&quot; &gt; Flow Chart tab &gt; Edit the page &gt; edit the first step of the runbook.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjNjYzZjQwLTYwNjgtNDU2MC05M2M5LWYzZDAzOTkzNzMxMSJ9.rN1-8HAvvhOPtmwE7FQl35skJNPScxM8dRJGCdecwk4" class="fr-fic fr-fil fr-dib" width="1023" style="width: 1025px; height: 577.167px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 23. Edit the first step of the runbook</span></strong></p><p><br></p><p>From here, Edit Method &gt; Body tab, here paste the Client ID into the value for the &quot;client_id&quot; key and paste the secret value into the value for the &quot;client_secret&quot; key. Ensure you also enable encryption for these values.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0NGJkM2MzLWExYjktNDNhZS05ZWJjLTk2OGIyOTg0MjYwMiJ9.-ZYZ16BGNPMB4aT4ABZznqxD3RDe-GIfemXZHYWF0DE" class="fr-fic fr-fil fr-dib" width="1483" style="width: 1485px; height: 649.438px;" height="649"></p><p><span style="font-size: 10pt;"><strong>Fig 24. Paste credentials into runbook body</strong></span></p><p><br></p><p>Then add the URL of your Halo instance into the field shown in Figure 25.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5NmU3YTM3LTNhODYtNDVhMy04MzU4LTNlOWFjZGFiY2I4OCJ9.NnNqWKcslMchsfZ1sIN0xRlZRK2LXCRfyIT7aAVYigM" class="fr-fic fr-fil fr-dib" width="1470" style="width: 1472px; height: 450.123px;" height="450"></p><p><strong><span style="font-size: 10pt;">Fig 25. Add Halo own URL&nbsp;</span></strong></p><p><br></p><p>Once added, ensure you save the method, then save the runbook step then save the runbook as a whole.&nbsp;</p><p><br></p><p>Now you are ready to use the functionality.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Using the MCP Endpoint to Query and Update Instance Data</span></strong></p><p>The chat bot is used to query data in your instance. <span style="color: rgb(0, 0, 0);">Two&nbsp;</span>chat profiles are available for agents out of the box. You will need to use the chat profile called &quot;HaloMCP (Beta)&quot; for this.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2YWVkNTU5LTQxMmMtNGJmMy04ZDdiLTNhMDI1Mzk2NGJmMSJ9.FciK_S5N6i_-qxHiYbFPKz2R_MtY6070Pd6BegTXYnU" class="fr-fic fr-fil fr-dib" width="1193" style="width: 1195px; height: 696.299px;" height="696"></p><p><strong><span style="font-size: 10pt;">Fig 26. MCP chatbot</span></strong></p><p><br></p><p>This chat profile is only available to administrator agents in Halo. These restrictions have been put in place as this functionality allows you to access all data in your instance regardless of your agent permissions. Therefore, only administrators should have this level of access. &nbsp;</p><p><br></p><p>The chat profile used is called &quot;HaloMCP&quot;, therefore this is the profile that will need to be edited to change how the chat profile looks. For information on chat profile customisation checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2335" data-pasted="true">Chat Bot and Chat Profiles</a>.</p><p><br></p><p>Start a chat by selecting the chat icon in the bottom right of the page in the Halo agent app.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExMTU1MDVmLTM2MTctNDg3Yi1hMjcwLTEzYTc2YTkwZWE3YiJ9.XP8GBcUrhhP-IzWbfCdtOqLGsnTm-5lrB54G4Z7haBo" class="fr-fic fr-fil fr-dib" width="1391" style="width: 1393px; height: 684.827px;" height="685"></p><p><strong><span style="font-size: 10pt;">Fig 27. Start new chat</span></strong></p><p><br></p><p>Now, simply tell the chat what data you would like to see.&nbsp;</p><p><br></p><p>In the Figure 28 example we have requested to see all customer feedback that has been logged this week.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiMmQxMjdiLTIzNzUtNDI0YS1hNDcwLTNkZjk2OWI1ZGFjNCJ9.1CsMokmLi-F2_esbI5KUhhaE3YCvLnWF6uMRVjWfBJI" class="fr-fic fr-fil fr-dib" width="906" style="width: 908px; height: 556.723px;" height="557"></p><p><strong><span style="font-size: 10pt;">Fig 28. Using MCP endpoint to see Customer Feedback</span></strong></p><p><br></p><p>Then we have asked AI to log a ticket for each piece of feedback scored &quot;Poor&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmOTU3MDM2LTM5M2UtNGUzNi1hNzhkLWFkNGRlMGI5NjFlYSJ9.UQ0fKrgUMyCCRUzom4RIDtAB8ARuPcNLTs3r6XJjEHU" class="fr-fic fr-fil fr-dib" width="793" style="width: 795px; height: 645.529px;" height="646"></p><p><strong><span style="font-size: 10pt;">Fig 29. Ticket logged for Poor Feedback&nbsp;</span></strong></p><p><br></p><p>The ticket logged looks as shown in figure 10. However, you can change elements of this ticket by giving additional information to the AI agent.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjMWMwYmI2LTZhMGQtNDgyNS04YTYwLWNlNWQyMmEzOGE4OCJ9.HpP-22IWQjEU_Eqqx_8s1wJrb1pLE37pVHY7n0-cgzE" class="fr-fic fr-fil fr-dib" width="1265" style="width: 1267px; height: 661.582px;" height="662"></p><p><strong><span style="font-size: 10pt;">Fig 30. Ticket logged by MCP AI agent</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">What Data can the chat return?</span></strong></p><p>The data that is available to the chat (OpenAI) is determined by the report data made available to the MCP endpoint. The MCP endpoint can obtain data from Halo reports using Tools.&nbsp;</p><p><br></p><p>Under Configuration &gt; AI &gt; Remote MCP Server section, you can see all the Tools configured for the MCP endpoint.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwOGFkMmZiLWM0M2ItNDU1MS1iN2EwLWMwYmJlY2NmOWFlOCJ9.4ERRkmrfTUcHWAdL5UtCUgQlDU8PBfBznXJs5D4zJiA" class="fr-fic fr-fil fr-dib" width="1505" style="width: 1507px; height: 725.902px;" height="726"></p><p><strong><span style="font-size: 10pt;">Fig 31. Custom Functions (Tools) configured for the MCP endpoint&nbsp;</span></strong></p><p><br></p><p>Out of the box, various Tools have been added that allow report data from your Halo instance to be passed to the MCP endpoint. This data can be used by the MCP AI agent to answer queries.&nbsp;</p><p><br></p><p>To increase the amount of data that is available to the MCP AI agent, add a new Tool with the use &quot;Get Report Data&quot; and select the report you would like to provide.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmODUyMWM0LTQyNzMtNGFhMC1iYWQwLTI5MDczNGViZDAwMCJ9.Tt4Zk6foqlNS0M0AGnGhg_QHAWh26c9ucwFNJ_feZrI" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 598.663px;" height="599"></p><p><strong><span style="font-size: 10pt;">Fig 32. Add a new tool that provides additional report data</span></strong></p><p><br></p><p>It is useful to do this if you have some custom reports that contain data you would like to be able to leverage in the MCP chatbot. However, the reports made available out of the box provide comprehensive data coverage of your instance.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">What Actions can the AI A</span></strong><strong><span style="font-size: 12pt;">gent Complete?</span></strong></p><p>The MCP AI agent can complete the following actions:</p><ul><li data-pasted="true">Add Action to Ticket</li><li>Add Note to Ticket</li><li>Apply an AI Suggestion</li><li>Assign a ticket to me</li><li>Create a new Ticket</li><li>Get Assigned Tickets</li><li>Search Knowledge Base</li><li>Get matching Articles and Tickets for a Ticket</li><li>Get One Article</li><li>Get One Ticket</li><li>Get User Info</li><li>Search the Service Catalogue</li><li>Log Time</li><li>Search Tickets</li></ul><p>If you would like to restrict which of these actions are available you can un-check &quot;Include all system tools&quot; and then configure the action you would like to be available as custom tools. For more information on this see <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2597" data-pasted="true">Halo MCP Server Connection</a>.</p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Setting up an API Agent</strong></p><p><strong>- Use of an API Agent</strong></p><p><br></p><p><br></p><p>API agent accounts do not take up licences, are free of charge and are used for accessing the Halo Integrator and API connections.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting up an API Agent</span></strong></p><p>To set up an API agent account, go to Configuration &gt; Agents &gt; New.</p><p><br></p><p>Give it a sensible, identifiable username and ensure your settings match the below image.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwMjE0M2IxLWFmYWMtNDVhMC1hOTEzLTY4YTRmMjFkNjc2ZCJ9.kXnXUaSaUgo4oBNRr1LS49a8HcCMgtvxOYeUDdYW34Q" class="fr-fic fr-fil fr-dib" width="899" style="width: 899px; height: 545.547px;" height="545.547"></p><p><strong><span style="font-size: 10pt;">Fig 1. API agent settings.</span></strong></p><p><br></p><p>Once ready, save.</p><p><br></p><p><strong><span style="font-size: 14pt;">Use of an API Agent</span></strong></p><p>Now, you can use this account to log in as for the Halo Integrator and other API applications.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNDYwOGQ1LWMyNTYtNDFjYS1iNjk4LTM4ZDk0ZGFjOWI1NCJ9.kQynB3Zzpe1pDYS3By-1yvhw8bwyZHtPwcYI_7eStg0" class="fr-fic fr-fil fr-dib" width="735" style="width: 735px; height: 227.182px;" height="227.182"></p><p><strong><span style="font-size: 10pt;">Fig 2. Using an API agent.</span></strong></p><p><br></p><p><span style="color: rgb(226, 80, 65);"><strong>If you are switching from a standard agent account on the Halo Integrator/API application, please ensure that you re-generate the client secret upon changing the agent to log in as otherwise this will cause the applications to fail.</strong></span></p><p><span style="color: rgb(226, 80, 65);"><strong><br></strong></span></p><p><span style="color: rgb(226, 80, 65);"><strong>If your Halo integrator is hosted with us, please let us know of the change and we can update this for you.&nbsp;</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 data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Available Entities and Defaults</strong></p><p><strong>- Creating a Column Profile</strong></p><p><strong>- Sorting Tickets</strong></p><p><strong>- Display Types (Kanban, Tile, Gantt)</strong></p><p><strong>- Column profiles and Child Tickets</strong></p><p><strong>- Using Dashboard Column Profiles</strong></p><p><strong>- Access Control</strong></p><p><strong>- Billing Column Profiles</strong></p><p><strong>- Filtering via the Column Profile</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:&nbsp;</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2055/" target="_blank" rel="noopener noreferrer"><strong>Ticket Types</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1809/" target="_blank" rel="noopener noreferrer"><strong>Views</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1862/" target="_blank" rel="noopener noreferrer"><strong>Self Service Portal</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2059/" target="_blank" rel="noopener noreferrer"><strong>Tile and Kanban HTML $ Variables</strong></a></li></ul><p><br></p><p>A column profile is the selection of columns that can be used in various areas of the system such as the service desk.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Available Entities and Defaults</span></strong></p><p>Below is a list of areas where column profiles are created and where defaults can be set for them.</p><p><br></p><p><em><strong>Note: Most defaults can also be overridden per agent profile.</strong></em></p><p><br></p><ul><li data-pasted="true"><strong>Tickets:</strong> Configuration &gt; Tickets &gt; Views, default can also be set per ticket area.</li><li><strong>Sales:&nbsp;</strong>Configuration &gt; Sales &gt; Views.</li><li><strong>Assets:&nbsp;</strong>Configuration &gt; Asset Management &gt; General Settings.<ul style="list-style-type: disc;"><li><strong>Related Assets on Tickets:&nbsp;</strong>Configuration &gt; Tickets &gt; General Settings.</li></ul></li><li><strong>Agreements:</strong> Configuration &gt; Agreements.</li><li><strong>Quotation/Quotation Lines:&nbsp;</strong>Configuration &gt; Quotations &gt; General Settings.</li><li><strong>Sales Order/Sales Order Lines:</strong> Configuration &gt; Sales Orders.</li><li><strong>Purchase Order/Purchase Order Lines:&nbsp;</strong>Configuration &gt; Purchase Orders.</li><li><strong>Invoice/Invoice Lines:&nbsp;</strong>Configuration &gt; Billing &gt; General Settings.</li><li><strong>Recurring Invoice/Recurring Invoice Lines:&nbsp;</strong>Configuration &gt; Billing &gt; Recurring Invoices.</li><li><strong>Supplier Agreements:&nbsp;</strong>Configuration &gt; Supplier Agreements.</li><li><strong>Suppliers:&nbsp;</strong>Configuration &gt; Suppliers.</li><li><strong>Customer:&nbsp;</strong>Configuration &gt; Users &gt; General Settings.</li><li><strong>Site:&nbsp;</strong>Configuration &gt; Users &gt; General Settings.</li><li><strong>User:&nbsp;</strong>Configuration &gt; Users &gt; General Settings.</li><li><strong>Accounts:&nbsp;</strong>Configuration &gt; Users &gt; General Settings.</li><li><strong>Prospects:&nbsp;</strong>Configuration &gt; Users &gt; General Settings.</li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Column Profile</span></strong></p><p>There are various areas that these can be configured, but we will use a ticket column profile in this example.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NzI2YTY1LTI0ZTYtNDEyYi1iOWY1LTQ2MmQ5YjkzNzM2ZSJ9.fmFX2BDFJcFsdR_r1PW7xh8OAKAL46jOJYWlz2Orogw" width="1217" style="width: 1219px; height: 213.188px;" height="213" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. Columns in a ticket area</span></strong></p><p><br></p><p>Within a list screen, such as viewing a ticket area, you can hover over the ellipse in the top right corner of the screen, and the following options will be displayed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhYWNlZTY5LThhNzEtNDJkOC04NGE2LTNhYTIwNjhmNTQzMSJ9.fYfYohP0IOjYfQnJjA8w5YFeoFduEGhmbe7_slEoM1s" width="339" height="283" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 2. Edit Columns button</span></strong></p><p><br></p><p>From here you can choose to either select a column profile to use, edit or create a new profile.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNDhiN2Q1LTM5MDYtNGVjZS1hODcxLWM1ZjE0YjNlNDU0NSJ9.JSCVPAfSk56jWcs-b30KIOWjTKB1rbXT0a0w_aQjoXs" width="705" height="390" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Column profile popup</span></strong></p><p><br></p><p>If you choose to create a new column profile, you will see the below options. Here you can set the name of the Column Profile, use and columns to display. The &quot;Use&quot; you set here refers to the area this column will show under. To add the columns to show in this profile, select the plus symbol next to &quot;Add&quot; and choose columns using the multiple selection drop down.</p><p><br></p><p>This screen can also be found in various areas of configuration, depending on the entity. The same ticket column profiles can be configured within Configuration &gt; Tickets &gt; Views &gt; Configure Column Profiles.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5M2RkMGY0LTI2YTctNDJjOC1hNWZjLTNiYThlZDQ0MTMxOSJ9.gt9oueLXF5j4xGs9qz92VwqxUA4lv6_mGLWa0pyr1jc" width="710" height="831" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Column profile options</span></strong></p><p><br></p><p>After adding the columns, you can remove or edit columns, or hover over a column and drag and drop the dots on the left side to reorder them.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3MjBiZmU2LWFmNzEtNDgxZi1iMzhiLThkMzViMmExZTQ0YSJ9.OexH3Sl4Ib4ORvtCSWggxO71QKowzzqIkBfdN2BrbJo" width="708" height="829" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. Added columns</span></strong></p><p><br></p><ul><li>If you integrate with another ticketing system, the columns &quot;Third Party ID&quot; and &quot;Third Party ID (String)&quot; can be added to quickly reference between both platforms.</li></ul><p>The default widths for columns can also be set when editing a column. This width is in pixels, and this is useful for areas where data within certain columns tends to be longer than the OOTB default.&nbsp;</p><p><br></p><p><strong><em>Note: The width set will need to fall within a minimum/maximum range hard-set within the system, and this range differs per column. Any values that do not fall within this range will be overridden and no change will be made. This range can be worked out by inspecting the page, but please contact support if you require assistance on this.</em></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NzYyYzVmLTU4Y2YtNDU1MS04M2NkLTVlMWMxYWE2ZjViYSJ9.c42VyA3-jjFsqkwMEiHRQ8DTIykI7Weu_kfOslxymhI" width="872" height="648" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 874px; height: 647.558px; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Editing a column</span></strong></p><p><br></p><p>A default Column Profile can be set in various areas of the system, such as against a Ticket Area in Configuration &gt; Tickets &gt; Areas. This will force the use of a certain Column Profile for Agents. Agents will be able to switch from the default to another of their choice.</p><p><br></p><p><strong><span style="font-size: 12pt;">Save as New</span></strong></p><p>If you edit an existing Column Profile you will be able to edit the profile and &quot;Save as New&quot;. If the Agent has the permission &quot;Can Configure Column Profile Access Control&quot;, they will be able to specify whether to copy the Access Control when using this button. Prior to this version the Access Control will be copied automatically.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Sorting Tickets</span></strong></p><p>Select the pencil icon on the right side of the row to edit the column. From this screen, you can choose the sort for the columns. The primary sort will be the first way in which a column is sorted. The grouping option is how you can group by the column you are editing.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1M2EzODQzLTlkYTQtNDkyYi05NDI1LWMyYThlN2E5NjQ5OSJ9.RodFrjwThWCCn5jRECP8xzIbMJkPLJWUAmSgD8kkc8s" width="709" height="612" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Sorting a column</span></strong></p><p><br></p><p>When grouping by a column all tickets in the list will be grouped based on the value they have in this field. By default they will be grouped but expanded when this profile is used. An option will be available against the column profile to have the group collapsed by default, this is done using the setting &#39;Collapse groups by default&#39;.</p><p><br></p><p>Secondary Sort would come into play when values matched on the primary sort, so if you have 3 P1 ticket with a Priority then it would look at the Secondary Sort to order those 3 with the same matching value on the primary sort.</p><p><br></p><p>If you sorted by Date Created as the Primary Sort, and sorted in Descending order it would mean that it shows the most recent ticket first.</p><p><br></p><p><strong><em>Note: From version 2.242+, if you are sorting by Ticket status, the sequence of the statuses will be used instead of the alphabetical order.</em></strong></p><p><br></p><p>You can colour code custom field values on your column profile. To do this head to the desired custom field (if you create a new one you will need to save this first), and edit each value. Here select the &quot;Use colour to highlight value in column profiles&quot; checkbox and choose a colour for this value.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZjI0NTVjLWE3OWUtNDE0ZC1iMGNhLTQxMDc2MDNlNjU3YSJ9.j1JJ1ytoirIdtWeYRb7f9u_Uu3s1Z1DPuiWXZN8vY6Y" width="680" height="710" 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: sans-serif; 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: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" data-pasted="true" class="fr-fic fr-fil fr-dib"><br></p><p><strong><span style="font-size: 10pt;">Fig 8. Custom Field colours</span></strong></p><p><br></p><p>When this Custom Field is used in a column profile it will show the values in the colour.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZjMxZjQzLTY5ODAtNDQwMS1iNWMxLTk4OGQ5ZjY4NzEzZSJ9.6aPUjp1kRu5anBvAnJkEk2sT30_SXGziQ6-9BETMARY" width="600" height="467" 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: 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: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" data-pasted="true" class="fr-fic fr-fil fr-dib"><br></p><p><strong><span style="font-size: 10pt;">Fig 9. Custom Field column with coloured values</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Display Types</span></strong></p><p>Various display types are available to change how ticket information is shown in lists. Rather than the standard table view, other display options are available.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Tile View</span></strong></p><p>Tile view is an alternative to the default table view, and displays a little more like Outlook. Hover over the ellipse in the top right hand corner and click &quot;Tile View&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhNDNlZjM5LTU2OGQtNDAzOC05MGFjLWExZDQ4MTZmN2I0NSJ9.M_Rvy5l7cK6-O1MbZC49PSLLOcEpj_nLqR7vJwtGpUc" width="337" height="282" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Tile View button</span></strong></p><p><br></p><p>This will display as tiles on the left hand side which pop out on the right when selected. &nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhNzU5NGFjLThmZTYtNDQzOC1iZWE4LTE5NTMyN2ZmOGMwYiJ9.Nfq5GzK9QNemDJ-xKh_miPUJWkZgaUpvzfryJ_ddNWA" width="977" height="569" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 979px; height: 569.45px; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 11. Tile View.</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 11pt;">Setting Tile View as the Default</span></strong></p><p>Tile View can be set as the default per agent in either Configuration &gt; Teams &amp; Agents &gt; Agents &gt; select an agent &gt; Preferences tab, or clicking your profile picture in the top right &gt; My Account &gt; Preferences tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwMjJkNWRkLTJlMTItNDdkZS05NTA3LWVkMGIxMWYxMDE4ZCJ9.l_BtU9SJKNJ-VA2YBW9BT0wxMabJuC_PP1nR_e5yj78" width="676" height="799" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Default Main Screen List Type setting</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 11pt;">Editing Tile View</span></strong></p><p>On a ticket screen hover over the three dots and click &quot;Edit Columns&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkMDUwYTg4LWM0NmUtNGRkMy05NzczLTYzOTk4NGRmZjlkNyJ9.vkgRX4O13W7Q6EdidaMCPoXuGYChDssMVgkNQqbgUXU" width="205" height="249" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Edit Columns button</span></strong></p><p><br></p><p>Select the column profile you wish to edit and press &quot;Edit&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyYjEyYzg3LTlhZTAtNDBiNC04MzkwLTZhOTQxY2QzMzM4YSJ9.dCV_dtIaKjUNg-RNXQsdjcsc109vFjixKUw5FlH2aDc" width="691" height="334" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Select or create a Column Profile area</span></strong></p><p><br></p><p>Scroll to the bottom of the popup window and open the &quot;Tile Layout&quot; section. This reveals a HTML editing box for editing the tile view, and this box shows each change made.</p><p><br></p><p>Add in the dollar variables for the relevant fields, you can use tables and formatting to display the information. For a list of the variables for the fields that can be used in Tile View checkout our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2059" target="_blank" rel="noopener noreferrer">Tile and Kanban HTML $ Variables</a>. When you&#39;re finished, press Save.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyNGZjYzU0LTdjZTAtNDgwOS04M2U5LTNmMzkxNTkxMDMwMCJ9.DA34d3fqA0pgS0fy9d4l27DC27WZJAUP52a2sx2NdHQ" width="693" height="843" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Tile Layout configuration</span></strong></p><p><br></p><p>These are the text formatting options - Bold, Italic, Underline, Font Size and Text Color.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNDU0M2Y2LTFiNWQtNDgwMy04NjNiLTM4NGNmNmVkZGE4YyJ9.QqsxZF1iQqKr87kojcsWt3is7hFKpuJunxfmE6HMtBw" width="238" height="43" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Text formatting settings</span></strong></p><p><br></p><p>This brings up a list of standardised variables that correspond to actions in the ticket.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZWIwMzM0LTI1YjgtNGM4ZS1iOGU2LTNlYzcwMjg0NjJiMCJ9.rYumKgSHBTHanoRUgEhs_TR9_yky92zG3DJ4hOgyBvM" width="50" height="36" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Insert Field action</span></strong></p><p><br></p><p>This brings up the HTML Code View for more advanced editing.</p><p><br></p><p><em><strong>Note: Changes made in Code View will not be saved if the Save button is pressed before exiting Code View. Click back out of Code View before saving.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5MmMyZmQzLWI1MmUtNGE2ZC1iMzA5LTU3ZDNkNmFhOTQ2NCJ9.i7CtocGcyzT3Qxk1Ip4H19EOEBIA_qpa55ooXKdiT-o" width="42" height="34" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Code View action</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Kanban View</span></strong></p><p>Your tickets can be displayed sorted on their current status or workflow/pipeline stage. This view is commonly used for projects areas.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0OWIwY2Y3LTYxYWItNDRhNS05MTdmLTQ5OWNmNDVkMzM3MiJ9.m0w5T46zAoeEVAF9iSiqlGCr1ZXGrCFqg4XH4KaU7YI" width="1210" style="width: 1212px; height: 619.235px;" height="619" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 19.Kanban View</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can toggle between organising tickets by status or workflow stage using the three dots in the top right-hand corner. You can also toggle this to order by pipeline stage for lead and opportunity ticket types.</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3Y2Q1YjkzLTE0ZDEtNDdhMi04MGNhLTJjZTZmNzM0ZWU5MSJ9.ZH7bMtga_5QnT8h6m3qKHYTE1hn1Y5vJ_GrG4z51uYY" class="fr-fic fr-fil fr-dib" width="424" style="width: 426px; height: 340.945px;" height="341"></span></strong></p><p><strong>Fig 20. Toggle between grouping by workflow and status&nbsp;</strong></p><p><br></p><p><span style="font-size: 11pt;">If you are in a ticket area used for opportunities, you will also have the option to group by pipeline stages.</span></p><p><br></p><p><strong><em>Note: Drag and drop Kanban cards between columns to change their status.</em></strong></p><p><br></p><p>You can &#39;lock&#39; certain statuses to the Kanban board for child tickets.</p><p><br></p><p>In Configuration &gt; Tickets &gt; Ticket Types &gt; Settings tab, disable the &quot;Show Active Statuses on the Child Kanban&quot; option. This will then present you with a multiple-select field, where you can pick the statuses to lock on the child ticket Kanban board.</p><p><br></p><p data-pasted="true">This should be done within the parent ticket type, as opposed to within the child ticket type.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOTQ1ZTExLTRkNTEtNDIyOS05MWU2LTQ1ZDQyZTAwMDExZSJ9.JWyEEXAveR_Jus8AmEZ7R0Crm-qVAu1ZAeWBFigpWm4" width="496" height="318" 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: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 21. Adding statuses</span></strong></p><p><br></p><p>The HTML layout of the Kanban card can be configured within the column profile under the &quot;Kanban Card Layout&quot; dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhMmNmYjVlLTYxMDctNDllMi04NjQ5LTNhNGEwN2U0NTEwYSJ9.Vcc_68mqJyOMBwz8iy561XZFot05moisOfaKG_Jh2Nw" width="1215" style="width: 1217px; height: 301.783px;" height="302" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 22. Changing the information on the Kanban cards.</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: If using a Ticket Rule to change the colour of a Ticket, the Rule colour will override the colour of the Kanban Status.</em></span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Gantt View</span></strong></p><p>The Gantt view will display a timeline of tickets based on the start/target date against them. Therefore, in order to use this view, you will need to set the fields &quot;Start Date&quot; and &quot;Target Date&quot; on tickets.</p><p><br></p><p>This is commonly used for projects and project tasks. You can view the projects in Gantt View and when clicking into a project you can view the project tasks in Gantt View within the &quot;Project Tasks&quot; Tab.</p><p><br></p><p><strong><em>Note: This view can also be shown similarly by using the calendar view, the main difference being that you will have to search through your calendar to find the Projects/ Project tasks if they are far in the future or far in the past and overdue. It is important to set the start/target dates, as they are required for the Gantt view to work.&nbsp;</em></strong></p><p><br></p><p>You will find the &quot;Title for Calendar Events&quot; section when creating/editing a Column Profile. Dollar variables can be used here to display ticket information on the Calendar view.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4YmRmZWIwLWMzOTMtNDJkNS04ZDI0LWQ3NWZmMjMzMTIzZCJ9.toe_lSl9t0FjwoIJZnQiHq1mB4ZL4g8u3v1JUsMZ_nQ" width="967" height="114" 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: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 969px; height: 114.283px; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 23. Project Gantt View</span></strong></p><p><br></p><p>You can also opt to view tickets by assigned agent, view the child tickets by using Task Gantt, or there is also a milestone Gantt View.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMTNhMjY2LWFkZGMtNGEzMS1iOWMzLTcxMzk1ZTMzNzhlZiJ9.RH5bDZ6s6TGwrHa1NQ0K5rvtpJ1wzc-kYymGoG7IixE" width="234" height="325" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 24. Gantt View options</span></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkZmQ0YjA5LTU2M2EtNDRkMy05MzlmLTY4YmYxYTE5ZjBhZiJ9.TPvkm0kwWIbuW_Ph_uwyQzW0ujLPMy-wuvdexcIcCmE" width="781" height="254" 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: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 25. Agent Gantt View output</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Column profiles and Child Tickets</span></strong></p><p><strong><span style="font-size: 12pt;">Viewing Child Tickets within a Ticket</span></strong></p><p data-pasted="true">When viewing the child tickets of a ticket (this is mostly used in project management), you can also customize the column profile used here and the view used (Gantt or Kanban). To customise how child tickets appear under a ticket, you will need to set these settings under the parent ticket type, shown in figure 26.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0YjBlMmRjLWVlMzUtNDdkNC1hMDJhLTBiMTJkMjA2ZjFmZiJ9.QK-KSOqM9GkvVqXNH2SvvTVnGRvf8Udb_qtu8jZ1lTQ" width="438" style="width: 438px; height: 233.493px;" height="233.493" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 26. Configuration For Child Tickets</span></strong></p><p><br></p><p>The list type will have 3 options, the table view for which you can set column profiles, the Gantt view, and the Kanban view.</p><p><br></p><p><strong><span style="font-size: 12pt;">Viewing Child Tickets from the Main Ticket List</span></strong></p><p>When editing/creating column profiles, there is an option to include child tickets as a dropdown per ticket, this allows you to click into child tickets from the ticket list. Navigate to your chosen column profile, and click into the miscellaneous dropdown.</p><p><br></p><p>Enable &quot;Include Children&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczMGQxYmQwLTA1MzctNDg4NC1hZTZmLTY3ZTM5YTg4ODU5OCJ9.ycf57txXTueP7oJm7ucZHU5CV6Mr_LtbzQCFFH-ht8U" width="611" height="127" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 27. Include Children checkbox on column profiles.</span></strong></p><p><br></p><p>The following view will be shown when this setting is enabled, with arrows that can be toggled open.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxMWFiM2E2LWExM2YtNDUyZS04ODc3LWJmNmU0MTllNDEzNyJ9.aJzkdqVtX2h9HQBKegRPsEzF97U81nE895aX5ZjdWrU" width="1218" style="width: 1220px; height: 350.128px;" height="350" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 28. Child tickets showing under parent</span></strong></p><p><br></p><p>Parent tickets that have child tickets with their own children (i.e. parent &gt; child &gt; grandchild) can also show the arrow dropdown within the child ticket tab. The arrows will also no longer show if a ticket does not have a child.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0OWY3MDJmLTE2MzItNGY5Yi1iMmI2LTE5NjJmMjM4OWZhZSJ9.BMXxUcbsXvVhmmSmOyz9f-6Z6rGTpf1kkym8Zc2j9FI" width="972" height="380" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 29. Child ticket dropdown within a parent</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using Dashboard Column Profiles</span></strong></p><p>Columns can be replaced with dashboard widgets to fully customise your ticket views. Edit a column profile, open the &quot;Dashboard&quot; dropdown, and enable &quot;Use a dashboard instead of columns in table view&quot;. A button to &quot;Configure Dashboard&quot; will then show.</p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: The dashboard created will be accessible to edit here, but not within the main dashboard module.</em></span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYjAxNWM3LTA5NTAtNDkzOC05MDlhLWYxNWEzNjk4ZmYwOCJ9.joSuomZ_ubw-cBR2fE3TCTrEHpTIPzIjOD1GGnHEfNw" class="fr-fic fr-fil fr-dib" width="590" height="194"></p><p><strong><span style="font-size: 10pt;">Fig 30. Using a dashboard column profile</span></strong></p><p><br></p><p>Add reports for the information you wish to show, and add these to the dashboard as a widget. HTML formatting can also be added to reports to further customise the view.</p><p><br></p><p>You will want to ensure your widgets are neatly in one line like below, so that the column profile renders correctly when showing more than one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNmJmMTAxLTUwNGUtNDYyMy04NjhmLTAyZjI0ZmYxNGNlMyJ9.7mbXY-9DPn7lDJt7X8J0Ofq7gwpAsG6QPELb4nbJzxQ" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 267.837px;" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 32. Example widgets on a dashboard</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Access Control</span></strong></p><p>Non-administrator agents can now be allowed permission to edit access control on column profiles. In the agent&#39;s profile &gt; Permissions tab, set &quot;Can Configure Column Profile Access Control&quot; to &quot;Yes&quot;.</p><p><br></p><p><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; 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; font-size: 11pt;" data-pasted="true"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyN2JjOGFiLTRjY2QtNDhmYi1hODI4LWY0YTk1ODE5MmE2ZCJ9.71iOvpM5Hbp71TFml3nXT-kSKr544W_5r7oEl2G5h7A" width="1232" height="580" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1234px; height: 579.948px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 32. Allowing access control for column profiles</span></strong></p><p><br></p><p>The administrator will then need to set that agent as an &quot;Owner&quot; on the column profile to allow them to view the column profile in order to edit the access control on it.</p><p><br></p><p><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; 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; font-size: 11pt;" data-pasted="true"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZmNkNDdkLWE4M2YtNDk1Zi04ZGI2LTA4ZWI0ODNkOTFiNSJ9.x1CeHOHCuynyxHDXKWdzlaZKLzBmjRLLmcLSCJ5jGVQ" width="1222" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1224px; height: 577.34px; max-width: none !important;" height="577" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 33. Setting agent as owner</span></strong></p><p><br></p><p>The agent can then go into &quot;My Config&quot; and find the column profile to edit access control. This allows them to add or remove agents as needed without having to ask the administrator to do so for them.</p><p><br></p><p><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; 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; font-size: 11pt;" data-pasted="true"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4Mjg4ZjUyLWNjMGItNDE3ZS1hNjQzLTExZDQzYzUyMGVmOSJ9.-DYN3YzBCDP8rUfRrMnMnR9L9P4zLNw6zqz5GwdQCI0" width="1229" height="580" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1231px; height: 580.2px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span><strong><span style="font-size: 10pt;">Fig 34. Access Control button</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Billing Column Profiles</span></strong></p><p>Column profiles can also be edited for quotations, sales orders, invoices and recurring invoices. In Configuration &gt; Tickets &gt; Areas, click &quot;New&quot; to create a column profile. Here, set the &quot;Use&quot; dropdown to whichever billing area you wish to create one for.</p><p><br></p><p><span style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; 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; font-size: 11pt;" data-pasted="true"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2ZmMxNjY4LTdhYjItNDM0ZC04MGVjLWI2YzQ5MTRkMDE5MCJ9.ilyfzVKHE3XWeiqSTF9eIRVory_a9ZjQGisEuFuyWig" width="155" height="218" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 35. Billing related column profiles</span></strong></p><p><br></p><p>You can select from a list of relevant system fields, as well as any existing custom fields for that entity. For example, the ones shown below for the &quot;Quotes&quot; use.&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmMmZiYTJkLWUyZWYtNDdlOC04YzhiLTQ3YWZhNzE5NjU5NCJ9.Pr6Ry2nfn2y3JUTjZCAzVpxbdi8w4cMNPERwl-sbK7Q" 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: sans-serif; 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: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" data-pasted="true" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 36. Column options for quotations</span></strong></p><p><br></p><p>Line column profiles are also available for billing entities.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1YjkzZGU4LThlMWMtNDQ2Yy1iNTc5LTk0NTA4YmU0YTZhOSJ9.UueCf99N1ptJnbUt8-UADKuj4LaoCDHADibIsgHeNZg" width="187" height="226" 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: 14.6667px; 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-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 37. Line column profile options</span></strong></p><p><br></p><p>&quot;Total Cost&quot;, &quot;Total Profit&quot;, &quot;Total Cost (Default Currency)&quot; and &quot;Cost (Default Currency)&quot; have been added to Quotation Line and Sales Order Line profiles. The latter two will only show when using purchase currency functionality (enabled in Configuration &gt; Billing &gt; Currency)..</p><p><br></p><p style="margin: 0px;" data-pasted="true">From v2.240+, Number of Periods is available as a column option for Sales Order/Quote lines.</p><p style="margin: 0px;"><br></p><p style="margin: 0px;">From v2.248+, Supplier Start Date, End Date and Reference are available for Recurring Invoice Line column profiles.</p><p style="margin: 0px;"><br></p><p>After creating one with one of the above uses, navigate to that entity. Here, we will be applying an &quot;Invoice Lines&quot; column profile, so we are viewing an Invoice. Click &quot;Edit Columns&quot; at the top, and select your column profile of choice.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5ODAwYWZmLTYwMDUtNDgxYy1iZWMxLTA4YjkxNjRiZGVlNiJ9.LwSx9yyk7MX3oQJxH8ZO7QCGN43Qp7ifswFN11Hv2F0" width="1217" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1219px; height: 307.699px; max-width: none !important;" data-pasted="true" height="308" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 38. Edit Columns button on an invoice</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Filtering via the Column Profile</span></strong></p><p>If you would like to filter the results on a Column Profile, you can hover over the field you would like to filter by, and select the filter icon. You will then see a box below each column header where you can search for a value. &nbsp; &nbsp;</p><p><strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; 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;" data-pasted="true"><span style="box-sizing: inherit; font-size: 14pt;"><br><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0NDYyYWIyLTNlODUtNDBjYS04ZmVmLTU3ZmU5NzU3MmFjMiJ9.RAVSyR3Xt9Gu1ssHBUYnHxLr9TgGPrNoZcTq6YGoH0Q" width="1217" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 1219px; height: 197.755px; max-width: none !important;" height="198" class="fr-fic fr-fil fr-dib"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 39. Filtering columns</span></strong></p><p><br></p><p>In Configuration &gt; Tickets &gt; General Settings you have the option to &quot;Allow multi-select Ticket filtering&quot;. This allows you to use a drop-down to select which values to filter for Teams, Agents, and statuses. &nbsp; &nbsp; &nbsp;&nbsp;</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2MDMzMGYzLWU2ZDUtNDRmMC1iOTcwLWZjNWY5OTUyNGZhYiJ9.-ZNzg0VMkQXYI4up7Ottn9m5fI1h2ujdvrmb59M7CdM" width="1218" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1220px; height: 199.887px; max-width: none !important;" data-pasted="true" height="200" class="fr-fic fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 40. Multi-select drop-down filter</span></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- Turning on the Modules</strong></p><p><strong>- Adding The Menu Button</strong></p><p><strong>- Accepting or Rejecting a Quote</strong></p><p><strong>- Adding a Video To a Quote</strong></p><p><strong>- Adding $QUOTECANNEDVARIABLE to the PDF Template</strong></p><p><strong>- User Authentication</strong></p><p><strong>- User Access</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:&nbsp;</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1458/" rel="noopener noreferrer" target="_blank"><strong>Quotations</strong></a></li><li><a href="https://usehalo.com/halopsa/guides/1862/" rel="noopener noreferrer" target="_blank"><strong>Self Service Portal</strong></a></li></ul><p><br></p><p>Quotations are the start of sales processing in Halo and allow you to quickly create, preview and send clear and highly customisable PDF quotation documents.</p><p><br></p><p><strong><span style="font-size: 14pt;">Turning on the Modules</span></strong></p><p>To use quotations, make sure you have the sales module enabled in the configuration menu by clicking the + symbol to the top-right of the button.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkYjhkZWMyLWM4ZDgtNGQ3OC1iMzc5LTdhN2VlMmQ2MjUxMSJ9.SCl9BE-crbHfeX03DRWEnGLhIszDC-oSfWQOKrH6aFw" class="fr-fic fr-fil fr-dib" width="109" height="121"></p><p><strong><span style="font-size: 10pt;">Fig 1. Sales Module</span></strong></p><p><br></p><p>Then, within the sales features, make sure you have the quotation module enabled.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4MmJlZWU3LTdmNzQtNDRhYi1hYzk1LWU1YmY4ZTY4YmNkMiJ9.Mfo2lo3Bjs8cRlCEtskbVi41oYxYWQKKq3U3yEomY6c" class="fr-fic fr-fil fr-dib" width="109" height="121"></p><p><strong><span style="font-size: 10pt;">Fig 2. Quotations Module</span></strong></p><p><br></p><p>Click on the module button itself to access the quotation settings. Here you will find these options can all be set at individual quote level but will use these as default selections (In the User Approval Settings Dropdown).</p><p><br></p><ul><li>Ticket Status after Quote Accepted</li><li>Ticket Status after Quote Rejected</li></ul><p>These allow you to set the status of a ticket based on the quote acceptance or rejection from the end user, for quote approval processes carried out on tickets that are linked to the quotation.</p><p><br></p><ul><li>Default PDF Template for Quotations. See our PDF template guide for more information on setting up templates.</li></ul><p><strong id="isPasted"><span style="font-size: 14pt;">Adding The Menu Button</span></strong></p><p>You can view your Quotes in My Quotations tab, this can be configured in Configuration &gt; Self Service Portal &gt; *Add to Menu Buttons*.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyNWY4YWI1LTYxYjItNGEzNy1iMDY2LTNlOTU1NDcxODdlMyJ9.UziVxTYwlyygDLGA4YWp8ZfMTIlzucDXUMrbhcgOJ4A" class="fr-fic fr-fil fr-dib" width="918" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding The &quot;My Quotations&quot; Button</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Accepting or Rejecting a Quote</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmYzllMzBjLTk2YzctNGViNS04NWU0LWNkYzU0Y2EwZDc5ZiJ9.JJCAilRef6efie_yReFstgAT9fd38F-aQjTsBS0-NIM" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 632.408px;" height="632"></p><p><strong><span style="font-size: 10pt;">Fig 4. Viewing &quot;My Quotations&quot; From The Self Service Portal</span></strong></p><p><br></p><p>Here, you can view it and either to Accept or Reject it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhZmFlNTIzLWEyZDgtNDlkOC1hZWI1LTdmMzI3YTEwMGJlYiJ9.RLOw67muYBGqJf-vB8TwU9FG1OQhYVwQQHOVxzA_74A" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 663.632px;" height="664"></p><p><strong><span style="font-size: 10pt;">Fig 5. Accepting or Rejecting a Quote on The Self Service Portal</span></strong></p><p><br></p><p>As shown above and below, 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 6. Approval via the portal</span></strong></p><p><br></p><p><em id="isPasted" style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; 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>Note: 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><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NmRhNTVlLTJkOTUtNDhhZi05NWQyLTFmMjZlZDcxYzg4MyJ9.-f-2cvNoveuurSyXIfxw62LXUJTv0-YsOO2YoiE_fs4" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 587.969px;" height="588"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjZGY3YTgwLTcxODQtNDczMS1hOTg2LTgyNTA2MjY3OWEwYSJ9.LnAAcdOtKUgpjjkxAvH4S0FXRAZTAiQlQBjLlm7wyRI" class="fr-fic fr-fil fr-dib" width="1104" height="994"></p><p><strong><span style="font-size: 10pt;">Fig 7. The Screen Shown After You Click &quot;Accept&quot;</span></strong></p><p><br></p><p>You can turn off the signature option or you can add in canned texts with videos into your quotes, refer to the admin guides above for more information on configurable options in the &quot;Quotation&quot; section of Configuration.</p><p><br></p><p><strong><span style="font-size: 14pt;">Adding a Video To Your Quote</span></strong></p><p><strong><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViODkzNWI3LWJmZTItNGM5YS04Y2NlLWUxZDJlMzI2ZTVjMyJ9._fC2J9FxYNqpGKhCLTjQkFRPwWusuFTXhqzb76GlBPQ" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 319.501px;" height="320"></span></strong><strong><span style="font-size: 10pt;">Fig 8. Adding a Video to your Quotation</span></strong></p><p><br></p><p>To do this add in the following options in Configuration &gt; Quotations:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwYjc0NWU3LTMzNDItNDg2ZS05OGFmLTQzMmMxOGZiNjZmYyJ9.mIQJls2Ld4sFEiHeUkG9atYf8HPpe4CJ87I8pqeFCvc" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 546.14px;" height="546"></p><p><strong><span style="font-size: 10pt;">Fig 9. Options to Include canned text messages</span></strong></p><p><br></p><p>I then added in some html to the template using the raw html editor option, highlighted in <strong>Fig 10</strong>.</p><p><br></p><p id="isPasted">&lt;p&gt;&lt;span style=&quot;color: rgb(209, 72, 65);&quot;&gt;Test Canned Variable&lt;/span&gt;&lt;/p&gt;</p><p><br></p><p>&lt;p&gt;</p><p><span style="white-space: normal;"><span style="white-space:pre;">&nbsp; &nbsp;&nbsp;</span>&lt;embed width=&quot;200&quot; height=&quot;100&quot; src=&quot;https://www.youtube.com/embed/fHiy0UCbQ0Y?si=cKs5lxp9py8NLCzK&quot; title=&quot;YouTube video player&quot; frameborder=&quot;0&quot; allowfullscreen=&quot;&quot;&gt;</span></p><p>&lt;/p&gt;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJiMGQyNzg5LTVlNWMtNDNkNi04NWMyLWVkMTYyYjc3NTk2ZSJ9.F41MyuPNjP2G3u2iS5QbpYSbQ3XET0I_AFjYI6u4Wp8" class="fr-fic fr-fil fr-dib" width="788" height="922"></p><p><strong><span style="font-size: 10pt;">Fig 10. Raw HTML Editor</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Adding $QUOTECANNEDVARIABLE to the PDF Template</span></strong></p><p>Then add this to the PDF Template which you are going to apply on the Quote, this could be the default one set in Configuration &gt; Quotations or the one you have configured on the quote within the sidebar displayed to the right of the quote.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiMzczMGRlLTgyNzktNDRjYy04NjAwLTVkNjYxMDIxZjQ0NCJ9.Q0ydy5jmj-ZYUknazMgWgFOZw1qAB8KMVmcQKGTzric" class="fr-fic fr-fil fr-dib" width="564" height="1012"></p><p><strong><span style="font-size: 10pt;">Fig 11. Adding In The QUOTECANNEDVARIABLE and the correct PDF Template Per Quote</span></strong></p><p><br></p><p>The html to use on the PDF template (Configuration &gt; Reporting &gt; PDF Templates) of entity &quot;Quotation&quot; is &lt;p&gt;$QUOTECANNEDVARIABLE&lt;/p&gt; as shown in the below snapshot of the html on the quotation template:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzNzQ1NzdiLWNkODEtNGEzZi1iYmU2LWNlYjhiNjBkYWNiOSJ9.LSAWtsnDIgq5I93Yv0R15C0T1p_xSMxKCbF6u1cB9e8" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 162.638px;" height="163"></p><p><strong><span style="font-size: 10pt;">Fig 12. Adding &quot;$QUOTECANNEDVARIABLE&quot; into the PDF</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">User 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 13. Require Authentication for Approval Processes Setting</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">User Access</span></strong></p><p>In a user&#39;s profile &gt; &quot;Permissions&quot; tab &gt; General Permissions, you can find the &quot;Quotation Access Level&quot;. This defaults to &quot;This Users Quotations&quot; to follow the same behaviour as previously, but it can be changed similar to other access levels.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlM2Q1YzMxLTRmNjctNDU5MC05MTY1LTcwMWJiYmNhMjdiMCJ9.beySgG48rYziQymLgBbMsFPge1RktvsVFosuxc6-sZo" width="229" height="283" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Changing quotation access level.</span></strong></p><p><br></p><p>For example, if set to &quot;Customer Quotations&quot;, the user will be able to see quotations assigned to any user at the same customer as them, including their own. Here, we have a &quot;Laptop Bundle&quot; quotation for Jennifer from HaloPSA.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4Y2U1OGE0LTg2NjItNGI3ZS04ZjczLWZkOTJkMWU4MTcxYyJ9.bxQ9xuh__5tTiMJhfGUsfnUi949q8prubM9nzDkwshw" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 246.641px;" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 15. Quotation assigned to another user in the same customer.</span></strong></p><p><br></p><p id="isPasted">When viewing the &quot;My Quotations&quot; button in the portal, the other quotations will also appear in the list. Here, I can see the &quot;Laptop Bundle&quot; quote, even though it is assigned to Jennifer.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNDJlNGI3LWFkOGQtNDM3Yi1iNjJkLTRiYjI1NDFjZjI2OCJ9.URlVyJ4m9YFKlQtn2HaCK4OI7ZRMuLdRGaai7NPG3fg" width="1199" height="200" 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: 1201px; height: 199.645px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 16. Quotations in the list.</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>The guide will detail how you can refresh your Halo On-Prem instance with that of another On-Prem instance, such as a production instance to a UAT / Dev instance.</p><p><br></p><p>Throughout this guide I will reference the two instances as below:</p><ul><li><strong>Source:</strong> The instance you are copying from</li><li><strong>Destination:</strong> The instance you are copying to</li></ul><p><br></p><p><strong><span style="font-size: 12pt;">Information Gathering</span></strong></p><p>To begin, you need to run the below queries on the database of the <strong>destination&nbsp;</strong>instance:</p><p><br></p><p style="margin-left: 20px;">SELECT rdbid, rdbkey FROM CONTROL;</p><p style="margin-left: 20px;">SELECT rdbsecret FROM CONTROL4;</p><p style="margin-left: 20px;"><br></p><p>and make a note of the results, as you will need them later.</p><p><br></p><p>It is now advised to take a backup of the <strong>source&nbsp;</strong>instances database, which can be used to restore it into the <strong>destination</strong> database.</p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Restoring the Database</span></strong></p><p>Before restoring the database, you need to ensure that the <strong>destination&nbsp;</strong>instance is stopped in IIS.</p><p><br></p><p>Once it is, you can restore the <strong>destination&nbsp;</strong>database to the backup we exported for the <strong>source&nbsp;</strong>instance. A guide on how to do this is listed here: <a data-fr-linked="true" href="https://support.haloservicedesk.com/kb?id=2448" id="isPasted">https://support.haloservicedesk.com/kb?id=2448</a></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting the Keys</span></strong></p><p>Once the restore is successful, you need to run the below queries on the <strong>destination&nbsp;</strong>instances database filling the &lt;variables&gt; with the information we obtained earlier.</p><p><br></p><p>UPDATE CONTROL SET rdbid = &#39;&lt;rdbid &gt;&#39;;</p><p>UPDATE CONTROL SET rdbkey = &#39;&lt;rdbkey&gt;&#39;;</p><p>UPDATE CONTROL4 SET rdbsecret = &#39;&lt;rdbsecret&gt;&#39;;</p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting the URLs</span></strong></p><p>For the <strong>destination</strong> instance, you need to navigate to the root folders of Halo and run the &#39;Config.exe&#39; application.</p><p><br></p><p>Provided none of your database connection details have changed, you just need to select save:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NDRjY2E0LWQ5MGEtNDIyNS1hNDlkLTU1ZjE3ZDk2ZmZlZCJ9.Uw-PtTAYemBqA_dmELxCuErN_BnUz2jA3a9FuFZgj08" class="fr-fic fr-fil fr-dib" width="1042" height="684"></p><p><br></p><p>This will then populate the URLs in the database.</p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Upgrading the DB</span></strong></p><p>If the source instance was an older version than the destination, you will need to upgrade the database. This is done by running the &#39;Upgrader.exe&#39;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0NTMyODhmLTgzYTItNDE5OC1iM2E5LWM2Nzc5Y2UzYjk5ZSJ9.0OLb0-FrE_Y257fYnXLzBL4K450BlzXcOQca6czLdHI" class="fr-fic fr-fil fr-dib" width="1383" height="677"></p><p><br></p><p><br></p><p><strong><span style="font-size: 12pt;">Finishing Up</span></strong></p><p>You can now start the site in IIS.</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><a href="https://support.hudu.com/hc/en-us/articles/9415314477975-HaloPSA#obtaining-the-halopsa-information-0-2" target="_blank" rel="noopener noreferrer"><strong>Hudu Documentation</strong></a></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- What are workdays/work hours used for?</strong></p><p><strong>- Configuring Workdays</strong></p><p><strong>- Assigning Work hours</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are workdays/work hours used for?<br></span></strong></p><p id="isPasted">Workdays/work hours in Halo are used for service level agreement tracking and agent time tracking. Workdays and working hours are assigned to SLAs to determine if the SLA timer should be counting down, this stops the timer counting down outside of working hours. Workday functionality for SLA timers is covered in a separate guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1928/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.&nbsp;</p><p><br></p><p>Work hours can also be assigned to agents. Agent work hours do not affect SLA timers but do impact time tracking and agent resource booking. The work hours assigned to an agent will impact how the agent&#39;s target hours are calculated for time tracking purposes. Our time tracking functionality is used to track the time agents are spending on each ticket, allowing you to see the work agents complete each day. For more information on our time tracking functionality see our dedicated guide&nbsp;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1924/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. Agent resource booking allows users to book appointments with agents, for more information on this see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1946/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>Depending on your agents working hours you may wish to configure workdays that can be used for both SLAs and agents, or configure separate workdays for each.&nbsp;</p><p><br></p><p><strong><em>Note: The terms &#39;workdays&#39; and &#39;work hours&#39; are used interchangeably here. &nbsp;</em></strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Creating Workdays</span></strong></p><p>Workdays are initially created via Configuration &gt; Service Level Agreements &gt; Workdays. Days are given a Start Time and End Time - this equates to the times you expect agents to start and end their workday.</p><p><br></p><p>You can set working hours to be uniform across days selected via checking &#39;Working Hours are the Same Every Day&#39; or specify day-by-day working hours:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMjhmYjdlLTQ0N2ItNDAzZC04YWMxLWM5NWQ4MGQ5OTU0ZCJ9.3DSZ3LavfMPYZOYqf7Agu4p8on1cPffSYruZRMPs85g" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 715.209px;" height="715"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating Work Days</span></strong></p><p><br></p><p>You can also set a time zone override for these working hours. This can be used to override your default instance time zone when a ticket is using these working hours. Useful when certain tickets are being worked on by teams/agents in a different time zone to the rest of your agents. This is only used for agent resource booking. This will be overridden by the time zone set against the agent&#39;s team.</p><p><strong>&nbsp;</strong></p><p><strong><span style="font-size: 12pt;">Holidays</span></strong></p><p>The Holidays tab allows you to specify days during the calendar that are not working days, i.e. Christmas Day, public Holidays etc.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ZjMwOGEzLTdiNzYtNDVmZi1hZDQ0LWMyMDdjNmM1ZmYzYyJ9.xIHPaAc26z0IOEfnAMpr6yNyUDMBU_8FjN1j5kuuTpY" class="fr-fic fr-fil fr-dib" width="1270" style="width: 1272px; height: 487.902px;" height="488"></p><p><strong><span style="font-size: 10pt;">Fig 2. Working hours holidays</span></strong></p><p><br></p><p>Holidays can also be imported using the &#39;Import Holidays&#39; button. This allows you to select a country, year and region to import the holidays of.</p><p><br></p><p>If the working hours assigned to the agent have holidays set against them the agent&#39;s target working hours for this day will be 0. Additionally if the agent uses their annual leave on a day that is marked as a holiday this day will not be deducted from their allowance.</p><p><br></p><p><strong><span style="font-size: 12pt;">Breaks</span></strong></p><p>Under the &#39;Breaks&#39; tab you can configure break times for these working hours. When creating a break time you can set the start/end time as well as the days the breaktime applies to. This break time will be deducted from the agent&#39;s target hours for that day.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3OWZmMWQ2LTUyZTgtNDcwZi1hOTEyLTRmNTczYzkzOTA0ZiJ9.W3Mk8ZgOW5csuK9MRhXoJNs77RIqw4wwMK9X9mDXHwo" class="fr-fic fr-fil fr-dib" width="473" style="width: 475px; height: 455.467px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 3. Break time</span></strong></p><p><br></p><p>When the configured break time occurs:</p><ul><li>OOH responses will be triggered for the agent</li><li>Users will also not be able to book appointments (agent resource booking) with the agent during the break</li><li>This time will be excluded from automatic status change calculations. For example, if a status is set to change if it has not changed for x amount of hours, the break time will not be included in the time of time.&nbsp;</li></ul><p id="isPasted">Under the agent profile you will see there is also a setting to determine &#39;Lunch Break Duration&#39;. Here you can set an overall break time value without assigning a specific time for the break, this will be deducted from the agent&#39;s target working hours each day.&nbsp;</p><p><br></p><p><strong><em>Note: If you have configured a break time against the working hours and against the agent profile both will be deducted from the agent&#39;s target hours.</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Timeslots</span></strong></p><p>Under this tab you can configure timeslots for the working hours. These timeslots are used for Project ticket types where &quot;Use timeslots for start and target times&quot; is enabled. Start/target date fields will be replaced with the timeslots configured here.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Assigning Work hours</span></strong></p><p>Once you have configured your work days/hours you can assign this to an agent. Head to configuration &gt; teams and agents &gt; agents &gt; select an agent. Here, set the working hours this agent uses using the &#39;Work Hours&#39; field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMTA5MjdmLTdlZmUtNDRkYi05YWY4LWIyMmI1ZWY2ZWZjMiJ9.uKkj-DvPkGEIuKGAM0MMQA1R_BzArKQxfRI58yv92Is" class="fr-fic fr-fil fr-dib" width="437" height="316"></p><p><strong><span style="font-size: 10pt;">Fig 4. Assign agent&#39;s work hours</span></strong></p><p><br></p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><span style="font-size:10pt;line-height:107%;font-family:Poppins;">Canned text are text templates that can be used in actions. Agents can add canned text to an action by pressing the plus icon.</span></p><p><span style="font-size:10pt;line-height:107%;font-family:Poppins;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwZmU5MmM0LTY1ZjUtNGZkMy1iNTI1LWNhNjE2YjgwNWE2NiJ9.Lduua3qh__M-SF9kPW_yZq_2IaK4EuCqmNbpKxywaSU" class="fr-fic fr-fil fr-dib" width="508" style="width: 508px; height: 127.428px;" height="127.428"></span></p><p><br></p><p><span style="font-size:10pt;line-height:107%;font-family:Poppins;"><span id="isPasted" style="color: rgb(0, 0, 0); font-family: Poppins; font-size: 13.3333px; 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;They can also start typing the first few words of canned text and it will appear as a suggestion, which they can select to autocomplete their typing.</span></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxNTRmZDlkLWI1NTgtNDg3MC05MmRkLTNlYmI2YzU4OTVjNyJ9.kkKqZKWILXLMESKivB8iAAmJ_uydzsGsyMJYBMTpGeE" class="fr-fic fr-fil fr-dib" width="890" style="width: 890px; height: 158.965px;" height="158.965"></p><p><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;"><span id="isPasted">Once the action that the canned text is being applied to is finalised, it can be embedded in an email template which is sent off to the contact or customer.</span></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span id="isPasted" style="color: rgb(0, 0, 0); font-family: Poppins; font-size: 13.3333px; 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;">Every email action is associated with an email template which is applied when that action is used.</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;">&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;">Here is a canned text you have on the system:</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNTJiMmU2LWI1ODAtNGRhZC1iZjViLWY4YjczZGJiM2VhNCJ9.EiOytfXQuxmABO1jCYjyjcCWCm8ZIQ4Uv6hWom1fdQ8" class="fr-fic fr-fil fr-dib" width="740" style="width: 740px; height: 345.648px;" height="345.648"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;">When this canned text is used on a reply action, it is automatically embedded into the following email template</span>:</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1MTA4MzJmLWVkNjYtNDYyMS05MDQyLTQ1N2U5N2U1NDQyMSJ9.4YsTiDNc0J-Y6dTfkDnQjucsaEQLAM88Pp5Nozb6BeI" class="fr-fic fr-fil fr-dib" width="779" style="width: 779px; height: 415.136px;" height="415.136"></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p id="isPasted" style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;"><strong>The canned text will be inserted in place of $richactionnote.&nbsp;</strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;">&nbsp;</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><span style="font-size:10pt;line-height:107%;font-family:Poppins;">So when the email is to be sent out, it would look like this:</span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;line-height:107%;font-size:11pt;font-family:"Calibri",sans-serif;'><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwMWQ1OTNmLTkzMzUtNGIwOC1hMTgzLTNmOWMxYmY0YjcwOSJ9.4SP9ceq4p3Fh3l_Xmao-lEm_Uo-bfpgQVY3Szdpdpm0" class="fr-fic fr-fil fr-dib" width="942" height="418"></p><p><br></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- How to show the Project Plan tab</strong></span></p><p><span style="font-size: 11pt;"><strong>- Editing the Templates and Rules</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Project Plan tab</span></strong></p><p>In order to show the Project Plan tab you will need to head to Configuration &gt; Tickets &gt; Ticket Types, Click into the Project Ticket Type, Click into the Forms Tab and enable &quot;Show Unborn Child Tickets on the Ticket Details Screen&quot;, and &quot;Allow customisation of Unborn Child Tickets&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkNjlhMTIwLThlM2QtNGI2Mi1hMGIzLWY3MGZlMjQ1OTE0MSJ9.JPDB7aTTBQYN_-Z8L2Kme3bN7egKXF45XJ8XfUYxxXY" class="fr-fic fr-fil fr-dib" width="1252" style="width: 1254px; height: 336.039px;" height="336"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Ticket Type Options to Enable the Project Plan</span></strong></p><p><br></p><p data-pasted="true">With the above options enabled, there will be a Project Plan tab that displays on this Ticket Types.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0YmQyMDExLTljMDAtNDcwMy04MTY1LTA5NTE2YTdjYTdkNyJ9.MCENH37ctIJ5YUHNxXywC-_Y0Ljb-L0IxF3A34Q48yg" class="fr-fic fr-fil fr-dib" width="1277" style="width: 1279px; height: 524.29px;" height="524"></p><p><strong><span style="font-size: 10pt;">Fig 2. Project Plan</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Editing the templates and rules</span></strong></p><p>After clicking into the Project Plan tab on a project, you will be given the button to edit the plan, when clicked on, you will have the option to edit templates for the unborn child tickets and the creation rules associated with them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzYjBhYThlLThhN2UtNDc2YS04YzBlLTM2YzU2Y2JhNmFlZSJ9.D2y6uEPIOwMQEZ7PQ2BEsjOKw2j13P0mInNqTxpBeoY" class="fr-fic fr-fil fr-dib" width="943" height="460"></p><p><strong><span style="font-size: 10pt;">Fig 3. Edit Template Button on the Project Plan</span></strong></p><p><br></p><p>When adding a new Child Template which was inherited from a Ticket Template the Template will be saved as a new copy, only applying the changes to the current Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNjEyNDA4LTJmOWUtNDNiOC05YWRkLWYxMWYwODljMDI5YiJ9.X0l5IjpY5GwjRumYsDry0m-YubZ4u15t3l2S3ninuV8" class="fr-fic fr-fil fr-dib" width="945" style="width: 947px; height: 261.276px;" height="261"></p><p><strong><span style="font-size: 10pt;">Fig 4. Unlink Warning</span></strong></p><p><br></p><p>More information on creating Project Templates can be found <a href="https://usehalo.com/haloitsm/guides/2029/" target="_blank" rel="noopener noreferrer">here</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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- Ordering Items from a Sales Order</strong></span></p><p><span style="font-size: 11pt;"><strong>- Purchase Order Screen and Options</strong></span></p><p><span style="font-size: 11pt;"><strong>- Purchase Order Approvals</strong></span></p><p><span style="font-size: 11pt;"><strong>- Sending The Purchase Order</strong></span></p><p><span style="font-size: 11pt;"><strong>- Purchase Order Statuses and System Uses</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong><strong>Confirmation of the Supplier Receiving the Purchase Order</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding SKUs to purchase orders&nbsp;</strong></span></p><p><strong>- Associating a Purchase Order with a Ticket</strong></p><p><strong>- Purchase Order Screen Layout Profiles (v2.240+)</strong></p><p><strong>- Purchase Currency<br></strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1457/" rel="noopener noreferrer" target="_blank"><strong>Purchase Orders</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1349/" rel="noopener noreferrer" target="_blank"><strong>Billing General Settings</strong></a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1409/" rel="noopener noreferrer" target="_blank"><strong>Agents</strong></a>&nbsp;</span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Ordering Items from a Sales Order</span></strong></p><p>If you do not have products in Stock you may need to purchase goods in order to fulfil a Sales Order. This can be done by raising a Purchase Order off the back of the Sales Order. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2MWJkM2U2LTNiZWMtNDhiMS05YmUzLWEzY2Y0Nzg0MjYxYyJ9.r6ZNElT4VcX9liU1lfiR1UrWEx_h841Fccsmjw7o3ms" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 305.513px;" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 1. Using the Order Items button on the Sales Order will allow you to Raise all PO&#39;s required.</span></strong></p><p><br></p><p>The &quot;Order Items&quot; button allows you to raise Purchase Orders for goods which you may not have in stock. At product level the Item must be marked as<strong>&nbsp;&quot;Consignable&quot;</strong> for you to be able to raise a PO for that product. Alternatively you can click on the &quot;Create PO&quot; button on the product line.</p><p><br></p><p><em><strong>Note:&nbsp;</strong></em><strong><em>In Fig 1, you would not be able to use the &quot;Order Items&quot; button after the PO has been created for a quantity that fulfils the Sales Order.</em></strong></p><p><br></p><p>You can still track receival of stock even if you are not tracking stock levels. Disabling &quot;Track Stock Levels&quot; in Configuration &gt; Items and Stock Control will show &quot;Allow Purchase Order stock to be received when not tracking stock&quot; which can be enabled. This can be useful for tracking that stock has been received from suppliers, even if you have no wider interest in tracking it completely.</p><p><br></p><p>Enabling &quot;Only allow administrators to update line Products that have been received&quot; in Configuration &gt; Purchase Orders means agents will need the administrator role to be able to update purchase order lines for received products. This will allow managers for instance to be able to edit product numbers if incorrectly entered by an agent for instance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwMDM0ZjEyLTI2OGItNDcwMC1hODg5LTI2YTI5OWI2MDZkMSJ9.arvghJSqSV9wlsbOomnBY8QqLjPAz7xQ8ZEMeca5xTQ" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 255.025px;" height="255"></p><p><strong><span style="font-size: 10pt;">Fig 2. Purchase Order has been created for the Office Professional Software and the iPhones are in stock.</span></strong></p><p><br></p><p><em><strong>Note</strong></em><strong><em>:</em> <em>When a purchase order is raised you will be prompted to select a supplier, but default suppliers can be set for each product under the product details. The default supplier will be the supplier used when raising a PO for this item.&nbsp;</em></strong></p><p><br></p><p><br></p><p data-pasted="true">At this point, you may also want to update prices or information if they have changed since raising the PO. The &quot;Update All Line Values&quot; button only shows when editing, and will bulk update all rows with the same value i.e. if I selected cost and set it to 50 it would set all lines of the quote to cost 50. Purchase Order Line custom fields can also be updated via this method.</p><p><br></p><p>In this above situation, the Sales Order has been fulfilled, as there is a PO: 03-1 where the -1 is representing the quantity of products that are on the PO.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNzZlMjQxLWVhNjktNDFhNC1hY2ZjLWExMzI3YWUzNTdhYSJ9.rEgCbNaxkiZsfBeuvue839tg4hIgzkdbqDeToHGSyOo" class="fr-fic fr-fil fr-dib" width="596" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 3. No Items to Order because the PO fulfils the quantity required on the SO and there are iPhones in Stock.</span></strong></p><p><br></p><p>After selecting <strong>&quot;Order Items&quot;</strong> you choose a supplier, select your quantity to Order and whether or not to create a New PO or Add to an Existing PO.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMmFiOTg0LTdlZmQtNDE0Yi1iNTcwLWU3YzQ2ZTVmYWNmMCJ9.TitskVgz4Tlh9mwyLzuBXqe55lZl0VxQH0EhUIg_mG0" class="fr-fic fr-fil fr-dib" width="687" height="326"><strong><span style="font-size: 10pt;">Fig 4. Raising a new PO and having the option to choose where the goods need to be shipped (&quot;Deliver to the User by default&quot; checked on).</span></strong></p><p><br></p><p>You can set it to deliver to user by default, by checking on this option in Configuration &gt; Purchase Orders:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMGU3NTkxLWE3NTktNDkwZS1iYmYwLTY5OWRiODk4MTA2YyJ9.xHB9oAkgvynRHsWdDFippovLr0LJsw6kY6-v-D6rOmA" class="fr-fic fr-fil fr-dib" width="219" height="51"><strong><span style="font-size: 10pt;">Fig 5. Option to have Deliver to User be the default shown on the dropdown.</span></strong></p><p><br></p><p><strong><em>Note: You can set a &#39;delivery override&#39; per line. This is set against the quote and pulled through automatically to the sales order so that when the procurement team are raising POs for items on this sales order they can see where each item needs to be delivered. As this information is stored against the sales order lines agents raising the PO will need permission to edit sales orders to see this information.&nbsp;</em></strong></p><p>&nbsp;</p><p>The Create PO option will show as an action if a PO has not already been raised and there are no other Actions which need to be completed on that Sales Order Line. In the example in <strong>Fig 1</strong> there was another action which needed to be completed first - <strong>Adding a Recurring Invoice</strong>.&nbsp;</p><p><br></p><p>A purchase order created from a sales order line will automatically set the supplier field on the sales order line. Additionally, if the price is updated on the purchase order, it will automatically update the sales order line cost.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkMzZkMGFlLWI1ZTgtNDIwYi1hYjQ2LTk4NmRjNGU0MmEwNyJ9.t5Cn6tVtsZM4sq1jV-IRLDPpfTxmSFgmK1OqhF2a2bs" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 58.3067px;" height="58"><strong><span style="font-size: 10pt;">Fig 6. Create PO Option appearing as an Action</span></strong></p><p><br></p><p>After using the <strong>&quot;Order Items&quot;&nbsp;</strong>button and creating the PO you will be able to navigate to the newly created PO via the link below:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhNTEzMDQ1LTExMjQtNGQ2MS04NmNkLWYyNTQ3NzM1NWUyZiJ9.v6mNTuuO6aALa1zby-ogKaeFPIX_UT2jtAzucNgYOlE" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 251.72px;" height="252"><strong><span style="font-size: 10pt;">Fig 7. After creating the PO you can navigate to the newly created PO from the SO.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Purchase Order Screen and Options</span></strong></p><p><strong><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkNzU3YjcyLWE4OGUtNDU1Zi1iMjdiLWYzMDc2MzhiZmI5ZCJ9.pOnI4UMbCbWs2zdzBBnOV_Dc9YjvuSrYN2jtNdFu-jw" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 479.633px;" height="480"></span></strong><strong><span style="font-size: 10pt;">Fig 8. PO Screen and options.</span></strong></p><p><br></p><ol><li><strong>Request Approval -&nbsp;</strong>This option is related to your Purchase Order Approval Settings (covered in the next section of this guide). If purchase order approvals are enabled agents will need to request approval before the PO can be sent off to the supplier.&nbsp;</li><li><strong>Consign Items -&nbsp;</strong>This option will only be available on the PO if the order is being delivered direct to the user, otherwise it will be available on the sales order. Once the goods have been received by the customer you will need to <strong>consign&nbsp;</strong>the goods which will update the received quantity on the PO, the received will change from 0/10 to 10/10 in this example. Consignment will also move the assets to the client&#39;s/users site. If stock tracking is in use the stock for this site will also update. You can consign existing unlinked serialised assets providing the &quot;Allow consignment of existing Assets when delivery it set to Deliver to the User&quot; checkbox is selected in Configuration &gt; Purchase Orders.&nbsp;</li><li><strong>Receive Stock -</strong> This option will only be available on the PO if the order is not being delivered directly to the user. Once all/some of the order has been received, use this to mark all/some of the PO lines as received. If you are using stock tracking, this will also bring the specified amount of items into stock.&nbsp;</li><li><strong>Supplier&nbsp;</strong>is the supplier you would like to purchase the goods from. When you go to send the PO the To Address on the email will populate with the email address stored against the supplier record.</li><li><strong>Deliver to the User</strong> - This checkbox determines whether or not you are delivering directly to the user or not. This will control whether goods are consigned from the sales order or PO. The Delivery Address on the Purchase Order PDF template will change based on this setting.</li><li><strong>Create Bill</strong> (Essentially a Purchase Order Invoice) - This is used when you are purchasing the products are not paying the supplier right away. In Xero/ QuickBooks a bill is money that your business owes but will pay at a later date. So you can create a bill in Halo to keep record of anything you are dur to pay. Bills will sync to Xero if you use the integration, they do not currently sync to QuickBooks.&nbsp;</li><li><span style="color: rgb(0, 0, 0);"><strong>Display &pound;-$</strong> is for toggling on or off different currencies on the PO, if the client of the PO has a different currency from your default. The default currency is set in Configuration &gt; Billing &gt; Currency.</span></li></ol><p><span style="color: rgb(0, 0, 0);"><strong><span style="font-size: 12pt;">Setting the Purchase Order Address</span></strong></span></p><p><span style="color: rgb(0, 0, 0);">The delivery address of a purchase order will be populated based on who the order is set to be delivered to. Agents choose who the order is delivered to using the modal screen when creating a PO from a sales order.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhMGM2NWE3LWU3ZGYtNGNmMC05NmFiLWE5OTNiZjVjNDZmMiJ9.Vvc5f4TnZmq7vEEtewVNQNilre3Owrk7LdgKzW2e8n8" class="fr-fic fr-fil fr-dib" width="649" style="width: 651px; height: 314.559px;" height="315"></span></p><p><strong><span style="font-size: 10pt;">Fig 9. Modal Screen to choose who to the order should be delivered to</span></strong></p><p><br></p><p><span style="color: rgb(0, 0, 0);">When not creating a PO from a sales order, use the &quot;Deliver to user&quot; toggle against the PO to set who the order should be delivered to.&nbsp;</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);">If the order is set to be delivered to the user, the address of the site assigned to the sales order will be used as the PO&#39;s delivery address.&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYTNmMWYwLWUzOTgtNGM3NC05OTE1LTQ4ZGQ4MDgxM2JmNyJ9.PmHpiJwnu90dD2b4MIyIJHTnfbpqEY1QKWZXDFshOjI" class="fr-fic fr-fil fr-dib" width="2078" style="width: 2080px; height: 693.613px;" height="694"></span></p><p><strong><span style="font-size: 10pt;">Fig 10. Delivery Address of PO set to be delivered to the User</span></strong></p><p><br></p><p>If the order is set to be delivered to us, your organisation&#39;s address will be used as the PO&#39;s delivery address.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0NTQ5YmM5LWNjZGItNDJjZS05YTU1LTM4MWQ3MTYwZTIxZCJ9.nDghror8k-71L2qRNvTM1pbPugg-oSoNk-xKtyLLQXk" class="fr-fic fr-fil fr-dib" width="2080" style="width: 2082px; height: 699.867px;" height="700"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 11. Delivery Address of PO set to be delivered to us (not delivered to the user)</span></strong></p><p><br></p><p>If the order is set to be delivered to the delivery address against the sales order, the address will be copied from the sales order.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhZDM1NGM3LTlkZWYtNDQ5Zi1iN2ZkLWNhYjNjYWYwOWJiZiJ9.WyuTwvP_Ug729iqPsCR51auK57p5X4fKLILXiQ8NdoI" class="fr-fic fr-fil fr-dib" width="2074" style="width: 2076px; height: 698.926px;" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 12. Delivery address of PO set to be delivered to the same address as the Sales Order</span></strong></p><p><br></p><p>After the PO is created you can override the delivery address by editing the PO, but keep in mind the person the order is addressed to on the PDF generated will still be determined by whether the PO is set to be delivered to the user or not. If the PO is set to be delivered to the user, the PO will be addressed to the End User of the PO. followed by the custom address. If the PO is not set to be delivered to the user, the PO will be addressed to your organisation, followed by the custom address.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZTM1MDMzLTdmZDAtNGUxZi1hODlkLTlkYTBmMDY1YjZjMyJ9.y08hvV1BIfmRzKx6hLTsDuCQRCOrJMlnvyJ7bQAaTfc" class="fr-fic fr-fil fr-dib" width="800" height="571"></p><p><strong><span style="font-size: 10pt;">Fig 13. Purchase Order Using Custom Delivery Address but set be delivered to user</span></strong></p><p><br></p><p><strong>Choose a Site for the Purchase Order to be Delivered to (v2.238+)</strong></p><p>From v2.238+ if you would like to change the PO&#39;s delivery address you can choose a site for it to be delivered to. Choosing a site will populate the delivery address of the PO with the address of this site. Useful when the PO is being delivered to another site as agents do not need to type out the site&#39;s address.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzODMzMTM4LTA1YWItNDgyYy1hYmEwLWM0MTg3Y2YxOWM0ZiJ9.AbRfGKXw1GO2QvQutWo3OFlCN7vlLosqc9JskgT0vNc" class="fr-fic fr-fil fr-dib" width="2022" style="width: 2024px; height: 737.326px;" height="737"></p><p><strong><span style="font-size: 10pt;">Fig 14. Choose Site as the delivery Address</span></strong></p><p><br></p><p>You will only be able to choose from sites that are marked as stock locations here.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Purchase Order Approvals</span></strong></p><p>Purchase order approvals can be used to prevent POs from being sent to suppliers until they have been approved by a selected agent. This can be used to allow sales agents to raise POs but have the procurement team review and approve them before they are sent out.</p><p><br></p><p>To enable this functionality head to Configuration &gt; Purchase Orders and enable &#39;Enable approval processes on Purchase Orders&#39;. Once enabled some additional configuration options will appear that will impact PO approvals.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NGQ0YjAxLWYyMTEtNGM1ZC05ZDcxLWZjZTQxZjA5ZDkyMCJ9.j6WWot-AtXaDQNGdkzTt8kMcTzNfXdlqw4SetFnXbzI" class="fr-fic fr-fil fr-dib" width="819" style="width: 821px; height: 493.784px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 15. Purchase Order Approval Settings</span></strong></p><p><br></p><ul><li><strong>Allow generation of PDF before approval:</strong> When enabled agents will be able to generate a PDF of the PO before it has been approved.&nbsp;</li><li><strong>Allow stock processing before approval:</strong> When enabled, stock can be used before the purchase order has been fully approved.</li><li><strong>Allow Products to be added to Approved Purchase Orders:</strong> When enabled, additional items will be able to be added to POs from sales orders, if the PO has already been approved. If additions are made, the approval process will re-start. On versions prior to this, and when this is disabled, new items will not be able to be added to the PO from sales orders.&nbsp;</li><li><strong>Use Opportunity/Ticket approval rather than simple approval for Purchase Order approvals:&nbsp;</strong>When enabled ticket/opportunity approval processes can be followed when approving POs. See the section &#39;Using Ticket approval processes to approve POs&#39; for more information on this.</li><li><strong>Purchase Orders must be approved before syncing to a third-party billing integration:</strong> When enabled POs will not be able to be synced to a billing/accounting integration until they have been approved.</li><li><strong>Minimum PO Cost to require approval:</strong> The value enter the value that a PO must exceed in order to require approval. Allows you to configure approvals to only take place for high cost POs. This setting is also available per agent under the agent&#39;s details &gt; approval settings.</li><li><strong>Approver Selection:</strong> Determines how the agent selects who needs to approve the PO, they can enter an email address or select from a list of agents. If &#39;fixed email address&#39; is chosen here you can enter the email address of the person you would like to approve all POs.&nbsp;</li><li><strong>Auto-approve Purchase Orders if created by an approver:</strong> When enabled, if the PO was raised by someone who can approve POs the PO will be auto-approved.&nbsp;</li></ul><p>You will also find the print options on the bottom of the left side menu. Here you can set the default template and set whether to include groupings. &nbsp;&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Setting agents that can approve POs &nbsp;</span></strong></p><p>Agents who can approve POs are determined by the setting &#39;Can approve purchase orders&#39; against their agent profile (see figure 10). Each agent that you would like to be able to approve POs will need to have this enabled.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ZTVmY2YxLWZlNTQtNDI1Ny1hZDQzLTk4MWM5MGRmZjlkNyJ9.JVadIYM5g0CSBw3hfk1j_ahAfse79UTTQ6J7MIFwWdc" class="fr-fic fr-fil fr-dib" width="676" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 16. Approval Settings on the Details Tab of an Agent</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Simple PO approval process</span></strong></p><p>Once you have configured PO approvals POs that meet criteria for approval will need to be approved before being able to be sent to the supplier.&nbsp;</p><p><br></p><p>When a PO is raised you will now have the button to &#39;Request Approval&#39;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkOTczMTRhLTdjNjAtNDUxOC05YzVlLWZjYmM1NDFiZmVmMCJ9.Ce37datacTi7ohu1kZpo05FAVT8MCI4NG4A6Nff3O9s" class="fr-fic fr-fil fr-dib" width="1196" style="width: 1198px; height: 438.957px;" height="439"></p><p><strong><span style="font-size: 10pt;">Fig 17. Request approval button</span></strong></p><p><br></p><p><span style="font-size: 11pt;">When this button is used the agent will need to either enter the email they want the approval email to be sent to, or select the agent to approve the PO. This depends on the configuration option they have selected earlier.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><em>Note: If entering the email of an agent in your Halo, this will not auto populate until you type in a letter.</em></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The agent selected as the approver will be sent an email requesting they approve this PO and can now approve the PO one of two ways. Through email or through Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For the agent to approve via email they must reply to the approval request email they receive with the string &#39;APPROVE&#39; or &#39;REJECT&#39; in the email body. This is stated in the email template they will be sent to request approval.</span></p><p style="margin-left: 20px;"><span style="font-size: 11pt;">The email template that is sent out to request approval can be found under Configuration &gt; Email &gt; Email Templates, the template titled &#39;Approval of PO Message&#39; will be used. If you would like to customise the approval email that is sent you will need to customise this template as the PO approval process is hard-coded to always send this email template.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For the agent to approve through the Halo agent app they must navigate to the PO, here they will have &#39;Accept&#39; and &#39;Reject&#39; button available to use.&nbsp;</span></p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MmQ3OTg1LTUyYTYtNDRmYy05OTc2LTU5NGMzNWZhMzE5YiJ9.1ZI8vO_8-URugPgjy9-od8WjOWx-7fGbASreQNehUB0" class="fr-fic fr-fil fr-dib" width="776" height="387"><strong><span style="font-size: 10pt;">Fig 18. Accepting/Rejecting the PO through the agent app</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once accepted the &#39;Send&#39; button will become available against the purchase order. No further items will be able to be added to the purchase order from sales orders.&nbsp;</span></p><p><br></p><p><strong><em>Note: At any point during this approval process the approval can be re-started using the &#39;Restart Approval&#39; button against the PO. Useful if the agent has accidently requested approval from the wrong agent.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Purchase order approval using Ticket approval processes</span></strong></p><p id="isPasted">Ticket approval processes can be used instead of the simple PO approval shown previously. This allows you to have set CABs can approve POs for example, or follow a multi-stage approval process. This can be helpful for high-value purchases.</p><p><br></p><p>To use ticket approval processes for Po approvals head to configuration &gt; Purchase orders and enable &#39;Use Opportunity/Ticket approval rather than simple approval for Purchase Order approvals&#39;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhODM5ZDNjLTVkMzEtNGYxMC04MWJlLTk4OGY4ZDhkN2Q2OSJ9.ix9bzQg2EvEN4lRla_hA9z_JlhKBPuRPOR8W3CoB9M8" class="fr-fic fr-fil fr-dib" width="683" style="width: 685px; height: 398.743px;" height="399"></p><p><strong><span style="font-size: 10pt;">Fig 19. Enable ticket approval processes for POs</span></strong></p><p><br></p><p>Once enabled you will then need to choose which approval process POs will follow. Alternatively if *Choose and Approval process* is selected the agent will need to choose which approval process is followed each time they request approval for a PO.&nbsp;</p><p><br></p><p>Approval for the PO is requested in the same was as described above for simple PO approvals, however, the agent will not select who the approver is. This will be determined by the approval process selected.&nbsp;</p><p><br></p><p>The approval process will then begin (and be visible) against the ticket linked to the PO, allowing the agent to see the approval status. The status of the ticket will also update in line with the approval process taking place.&nbsp;</p><p id="isPasted">The PO will be approved/rejected in line with the rules of the approval process used. Such as requiring one approval from a &nbsp;Change Advise Board (CAB) containing four agents, so it will be accepted after one approval. If a multi-step approval process is used, it will move on to the next step.</p><p><br></p><p>For more information on configuring ticket approval processes see our dedicated guide on this <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2396/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>Agents can approve POs using ticket approval processes in the same way they approve other requests using a ticket approval process. The request will be visible in their &#39;My approvals&#39; module, they can approve the PO from here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3YTBmYWE3LTU0NzktNDA4NC1hMDAwLWNjZDIxZmFkZjZlYiJ9.BwmUOphF68AtwXdmOG-seVdzwVMAiAE_kIq0rIbWt08" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 379.956px;" height="380"></p><p><strong><span style="font-size: 10pt;">Fig 20. My approvals area</span></strong></p><p><br></p><p>They can also approve the PO from within the ticket, &#39;accept&#39; and &#39;reject&#39; actions will be available to them. They cannot, however, accept/reject the PO against the PO itself, unlike simple PO approvals.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Auto-Approvals</span></strong></p><p>PO approvals can be automatically approved when an agent with permission to approve POs raises a PO.&nbsp;</p><p><br></p><p>If using simple PO approvals this done by enabling the setting &#39;Auto-approve Purchase Orders if created by an approver&#39; under configuration &gt; purchase orders.&nbsp;</p><p><br></p><p>If using ticket PO approvals this will be determined by the approval process chosen. Auto-approval can be set per approval process therefore you will need to check the configuration of your approval process. See our guides on approval processes for more information.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Sending The Purchase Order</span></strong></p><p>The PO has now been accepted and the <strong>Send&nbsp;</strong>button has appeared.</p><p><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3MDk5Mjc2LTRjZmMtNGFhOC05NmRmLWY0YjM0YzQ2Nzc0ZSJ9.EOmEtc7DUFcgE1XUYMyvcCNzakbVNv8n92W05Og20o8" class="fr-fic fr-fil fr-dib" width="570" height="304"><strong><span style="font-size: 10pt;">Fig 21. Sending the PO</span></strong></p><p><br></p><p>Once approved you can send the PO to the supplier as show above.</p><p><br></p><p>Sending of the purchase order is shown within the &quot;Change History&quot; tab.&nbsp;</p><p><br></p><p><strong><em>Note: This will only show if the PO is raised separately from an opportunity ticket due to the way the email is stored.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjMDkxNzk5LTY3ZGYtNDkxOS1hZjgzLTVjOTViNjVmYWUxOCJ9.BnJbJwlZb0ihdyG9XHdMpprRteTuKyWzLJ0qAX42gvE" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 197.673px;" height="198"></p><p><strong><span style="font-size: 10pt;">Fig 22. Change History tab on a purchase order</span></strong></p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Purchase Order Statuses and System Uses</strong></span></p><p id="isPasted"><strong><em>Disclaimer:&nbsp;</em></strong><em><strong>These system uses should be left as default, as there is no need to change them. Changing where the system use is in place affects how your quotes are closed etc, so this is not recommended.</strong></em></p><p><br></p><p><span style="font-size: 11pt;">Purchase orders are set to behave in a certain way after the status changes. Statuses are primarily used to control which area of the Quotes and Orders module the PO appears in. The behaviour of status changes is set from within the lookup codes for purchase order statuses, found in Configuration &gt; Purchase Orders &gt; Purchase Order Statuses.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0NDkzNDE4LTg4YjgtNGVhZS1hZDJkLTUzMmU2OGM0NDE5YiJ9.QYSfeC2FGD07n34YlnZnW9eKmIlPbpWd0-tZISE_Kzo" class="fr-fic fr-fil fr-dib" width="662" height="488"></span></p><p><span style="font-size: 10pt;"><strong>Fig 23. Purchase order status list</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p>When clicking into a status, we can add in the system use to initiate when the purchase order goes into this status. For example by default the &#39;Sent&#39; status on a PO will have a system use of Sent:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ5NmNiY2ZkLWExYjAtNGRmZS1iNDUzLTc4OTAzZWE5YmJiZCJ9.CgKghEwcOoibAVtlisefbbIrIW8l1i-DEmHElUsdyfA" class="fr-fic fr-fil fr-dib" width="571" height="454"></p><p><strong><span style="font-size: 10pt;">Fig 24. Sent status with the corresponding system use</span></strong></p><p><br></p><p>The PO being moved to a status of Declined (Which would occur if the PO was declined) then the system use will be Closed:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlMzk2NzJjLTBjOGQtNDVkNy05YzAyLWFkNmE1MzllZmUxYSJ9.n3-p7y3T8INF4XyIEgURQ2BUWSLbq7CwjLcaaKKZofY" class="fr-fic fr-fil fr-dib" width="466" height="448"></p><p><span style="font-size: 10pt;"><strong>Fig 25. Declined status with the corresponding system use</strong></span></p><p><br></p><p>Default Functionality of Statuses:</p><p><br></p><ul><li><strong>Closed</strong> Status - System Use:<strong>&nbsp;Closed</strong></li><li><strong>Declined&nbsp;</strong>Status - System Use:<strong>&nbsp;Closed</strong></li><li><strong>Sent&nbsp;</strong>Status - System Use:<strong>&nbsp;Sent</strong></li><li><strong>To be Sent&nbsp;</strong>Status &nbsp;<strong>- No System Use</strong></li><li><strong>Awaiting Number&nbsp;</strong>Status <strong>&nbsp;- No System Use</strong></li><li><strong>Awaiting Approval&nbsp;</strong>Status &nbsp;<strong>- No System Use</strong></li><li><strong>Pending&nbsp;</strong>Status <strong>&nbsp;- No System Use</strong></li><li><strong>Confirmed&nbsp;</strong>Status <strong>&nbsp;- No System Use&nbsp;</strong></li><li><strong>Cancelled -&nbsp;</strong>System Use: <strong>Closed</strong></li></ul><p><strong><span style="font-size: 12pt;">Status Options</span></strong></p><p>The following options are available against a status when editing.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmN2YyMWE4LWZmZGMtNDE5Zi04ZGI2LTdmYWM2MTgyYjNjZCJ9.NR_226UCii37Y0_5Q_W3n8ukOXNvytY_2cpqeBuZA6c" class="fr-fic fr-fil fr-dib" width="861" style="width: 863px; height: 541.949px;" height="542"></p><p><strong><span style="font-size: 10pt;">Fig 26. Purchase Order status option</span></strong></p><p><br></p><p><strong>Name&nbsp;</strong>- Sets the name of the status.&nbsp;</p><p><strong>Disable&nbsp;</strong>Editing when this status is selected - When checked POs with this status will not be able to be edited.</p><p><strong>System Use</strong> - Controls which area of the quotes and orders module the PO will appear in and used to automate status changes. When set to &#39;Closed&#39; POs with this status will show in the &#39;Closed Orders&#39; Section of ready for invoicing. When set to &#39;Sent&#39; POs will automatically move into this status when they are sent out.</p><p><strong>Cancelled/Not awaiting stock</strong> - When checked, the PO will appear in the &#39;Closed Orders&#39; section of ready for invoicing and will not show in the &#39;Awaiting stock&#39; section.&nbsp;</p><p><strong>Active&nbsp;</strong>- Controls if the status can be used.&nbsp;</p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Confirmation of the Supplier Receiving the Purchase Order</span></strong></p><p>When sending a PO to your supplier, you can use a variable to generate a link in the email. The supplier can click this link to confirm receipt of the PO. &nbsp;The variable used for this is $-LINKTOCONFIRMPURCHASEORDERRECEIPT.</p><p><br></p><p>This can be put in a link format like below so that the URL populates within a phrase.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkMzk1ZTM1LWNjMWYtNDQxNC05NWMzLTcwZjA0MWI4ZWVjZiJ9.8OBZv9XPnWQWCcAmnfgdzBQeORS4vVb_7M3tA4e_uEo" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 621.772px;" height="622"></p><p><strong><span style="font-size: 10pt;">Fig 27. Email with Purchase Order receipt confirmation</span></strong></p><p><br></p><p>This will generate a link that the supplier can click on in their email that will redirect you to the Halo portal to show details about the purchase order.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMDQ2MjNjLWI3YmItNGYyZi1hYTNjLThhODFhNWI2YTFiYiJ9.Zj1-qyO-2ocZHYIazqXSRPLX2d5FaEhVfqm5vYCJfbc" class="fr-fic fr-fil fr-dib" width="1226" style="width: 1228px; height: 493.6px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 28. Confirmation screen for Purchase Order receival</span></strong></p><p><br></p><p>This will show that the order receipt has been confirmed by the supplier and when they confirmed it.</p><p><br></p><p>To see confirmation status, this will need to be reported on with something like this example.</p><p><br></p><div style="color: #000000;background-color: #fffffe;font-family: Consolas, 'Courier New', monospace;font-weight: normal;font-size: 14px;line-height: 19px;white-space: pre;" id="isPasted"><span style="color: #0000ff;">select<br></span><span style="color: #000000;">soh.shfaultid&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Ticket ID],<br>f.symptom&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Ticket Summary],<br>soh.shporef&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[PO Reference],<br>soh.shpodate&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[PO Date],<br>soh.shreceiptconfirmed&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Is receipt confirmed?],<br>soh.shreceiptconfirmationdate&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;[Confirmation Date]<br></span><span style="color: #0000ff;">from</span><span style="color: #000000;">&nbsp;supplierorderheader&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;soh<br></span><span style="color: #778899;">join</span><span style="color: #000000;">&nbsp;faults&nbsp;</span><span style="color: #0000ff;">as</span><span style="color: #000000;">&nbsp;f&nbsp;</span><span style="color: #0000ff;">on</span><span style="color: #000000;">&nbsp;soh.shfaultid&nbsp;</span><span style="color: #778899;">=</span><span style="color: #000000;">&nbsp;f.faultid</span></div><p><br></p><p>Which will give the below. The example ticket we used this on now has data within the &quot;Is receipt confirmed?&quot; and &quot;Confirmation Date&quot; columns.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYzNlNzNhLTVmNzQtNDE0MC05NWEzLWViZmUxNWQ1ODRiOCJ9.45wkhATBMcxnlRLChKL4y9H9JW6bPRR80HD7EmNYuWc" class="fr-fic fr-fil fr-dib" width="1119" height="103"></p><p><strong><span style="font-size: 10pt;">Fig 29. Example report</span></strong></p><p><br></p><p>This report could be scheduled to be sent to agents using scheduled reports, which would allow them to actively monitor unconfirmed purchase orders in real time. You could filter the &quot;Is receipt confirmed?&quot; column to show unconfirmed purchase orders, and schedule the report to go out everyday for instance. You can disable &quot;Send if the report contains no data&quot; within the report schedule, so that the email only sends if the report show unconfirmed purchase orders.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjYzhlNDliLTRiNDktNDRkNi04ZDkyLTNjNzNhZGI2MDUxNCJ9.a9brp8tGQNZLwxSH9QV15G6AA8P1DRc7FKXackT2iQs" class="fr-fic fr-fil fr-dib" width="233" height="32"></p><p><strong><span style="font-size: 10pt;">Fig 30. Disabled report sending if report is empty</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Adding SKUs to purchase orders&nbsp;</span></strong></p><p>When a purchase order is created in halo you will notice a field for SKU that displays against the line item.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkNDQ2MTQxLWIwZWItNDA5Ni05ZTYyLThjNjE1MDRjYjc2MiJ9.ozMYYbnshdsVUgB_IPoNSNYtt9a847dMaDEHMJvw94s" class="fr-fic fr-fil fr-dib" width="903" style="width: 905px; height: 327.566px;" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 31. SKU against PO line&nbsp;</span></strong></p><p><br></p><p>The SKU used here will be taken from the &#39;Default Manufacturer SKU&#39; set against the item. This can be found under the item details.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwNDlhZjcyLWUyNWItNDQ5Yy05OTJhLTg0Y2NmMWRmMjRmYiJ9.qQkHwYbLmybxLSfc1VgHEMt5BCc5SVWKIs4h9_0IWCs" class="fr-fic fr-fil fr-dib" width="730" style="width: 732px; height: 500.656px;" height="501"></p><p><strong><span style="font-size: 10pt;">Fig 32. Manufacturer SKU&nbsp;</span></strong></p><p><br></p><p>However, you can have this pull the supplier SKU instead.&nbsp;</p><p><br></p><p>To have this pull a supplier specific SKU you will need to set a supplier specific overriding cost and price against the item. Head to the product module and select your item &gt; costing and pricing tab, here, add an entry to the &#39;overriding cost and price&#39; table.&nbsp;</p><p><br></p><p>When adding an entry choose the supplier the SKU is for and enter the SKU this supplier uses for this item.&nbsp;</p><p><br></p><p>By adding an entry, each time this item is added to a PO the supplier for the PO is checked, if it matches a supplier in the overriding cost and price table the cost/price/SKU of the item will be overridden.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2ZWJmMTUyLWMyNjAtNDdmNy1hOTkyLWZlNWMxZDFmNDc5ZiJ9.WH1UUGFu2LCczk2pPjCTVTPM7NHeeoDWSV2XqinLVAA" class="fr-fic fr-fil fr-dib" width="1165" style="width: 1167px; height: 668.415px;" height="668"></p><p><strong><span style="font-size: 10pt;">Fig 33. Overriding cost and price table&nbsp;</span></strong></p><p><br></p><p>Using the Figure 33 example, if I add this item to a PO with supplier &#39;HP&#39; the SKU HP123445 will be used. If I add this item to a PO with supplier &#39;Amazon&#39; the SKU AMA123456 will be used.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4YjJkYjdmLTVhZDQtNGJjZi04NTA2LThhMmZlZDA5MWU3MiJ9.r043BOyuTT7O4wwhuuVLkYhtWUS_4s9bij5GybgvKyM" class="fr-fic fr-fil fr-dib" width="1510" style="width: 1512px; height: 520.268px;" height="520"></p><p><strong><span style="font-size: 10pt;">Fig 34. SKU changed based on supplier</span></strong></p><p><br></p><p>This allows you to always have the correct SKU for the item based on the supplier you are ordering the item from.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Add additional SKU information to your purchase order</span></strong></p><p>By default the SKU that shows against the line item will show the manufacturer or supplier SKU. In cases where you want both to show, or want the default supplier SKU to show you can edit your PO pdf template so this information is included.&nbsp;</p><p><br></p><p>SKUs can be stored against a product/item in Halo. There are fields for:</p><p>- Default Manufacturer SKU</p><p>- Default Supplier SKU&nbsp;</p><p><br></p><p>These can be found under the &#39;Details&#39; tab when viewing an item in Halo.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjOTdjY2IxLWQyYTUtNDc5OS1iOGNiLTM3Mjk4NzAzOGU3ZSJ9.cuvrF-8JJpjnXfVVbjY9ERy900UXH-2RKZIOUCwqEdU" class="fr-fic fr-fil fr-dib" width="843" style="width: 845px; height: 528.241px;" height="528"></p><p><strong><span style="font-size: 10pt;">Fig 35. Setting item SKUs</span></strong></p><p><br></p><p>Each field has an associated variable which can be used on purchase orders to pull through the relevant SKU. This allows you to log orders to suppliers with the appropriate SKU on the PDF. The variables are as follows:</p><p>$-ITEMSUPPLIERPARTCODE Will pull the manufacturer SKU</p><p>$-ITEMDEFAULTSUPPLIERPARTCODE - Will pull the Default supplier SKU&nbsp;</p><p><br></p><p><strong><em>Note: $-ITEMDEFAULTSUPPLIERPARTCODE will pull the default supplier SKU set against the item, regardless of the supplier the PO is actually raised with.&nbsp;</em></strong></p><p><br></p><p>To add these SKUs to your PO pdf you will need to create custom columns in the details table for the PO template that contain these variables. Head to configuration &gt; reporting &gt; PDF templates &gt; change entity to purchase orders &gt; select a template &gt; details table &gt; edit page &gt; add to table &gt; select &#39;add a custom column&#39;. Here give the column a name and enter the dollar variable for the SKU into the cell content field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ODgxM2U1LWUxYTgtNGFiMy1hNTcwLWExMDg5NzQ5MDQxYyJ9.-f2ArWfH-jigI3zbEQyllN6ipc9T6ZDDHWfQjguo-vs" class="fr-fic fr-fil fr-dib" width="576" height="461"></p><p><strong><span style="font-size: 10pt;">Fig 36. Create custom column for manufacturer SKU</span></strong></p><p><br></p><p>Now when you generate a PO PDF using this template an additional column will appear for each item containing the manufacturer SKU.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Associating a Purchase Order with a Ticket</span></strong></p><p>As purchase orders cannot be raised from a ticket directly, a field is available for you to enter the Purchase Order Number associated with a ticket. This field is found under the &quot;Billing&quot; tab of tickets.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxYjA2MTYxLTMwN2YtNDY3Yy1iMTFmLWJjMjQzYTAwMzY0NyJ9.StUMGW6dNS-V6fSjqgwJG7nrWPvrc5fy48isaP09H5s" class="fr-fic fr-fil fr-dib" width="1644" style="width: 1646px; height: 776.961px;" height="777"></p><p><strong><span style="font-size: 10pt;">Fig 37. Purchase Order Number field</span></strong></p><p><br></p><p>You can enable the ability to have this field populate automatically with a purchase order number based on the sales order linked to the ticket.&nbsp;</p><p><br></p><p>To do this head to Configuration &gt; Purchase Orders &gt; enable &quot;Automatically populate the Purchase Order Number field on a Ticket when a PO is created which is linked through an SO&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyMjlmMDgzLWIzNjYtNDg4Mi1iNzk1LTUzYzc1ZTA1ZGUwMiJ9.mhYIHzTSJkrtDKhgEAgzD5U-uytbH4Fty2Mnnvkv-70" class="fr-fic fr-fil fr-dib" width="901" style="width: 903px; height: 457.54px;" height="458"></p><p><strong><span style="font-size: 10pt;">Fig 38. Automatically populate the Purchase Order Number field on a Ticket when a PO is created which is linked through an SO</span></strong></p><p><br></p><p>Now, when a purchase order is raised (in Halo) from a sales order that is linked to the ticket, the PO number field will populate with the &quot;Customer PO Number&quot; set against the sales order.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0M2NlMzFkLWFkOGUtNDYxNC05OGVhLTdjYThkYjc5MGQzYiJ9.6WNRlFILlX-ykdStvXuX3c_iKZw1HQ_yA08GmfAfCQc" class="fr-fic fr-fil fr-dib" width="1801" style="width: 1803px; height: 599.593px;" height="600"></p><p><strong><span style="font-size: 10pt;">Fig 39. Customer PO Number on Sales order</span></strong></p><p><br></p><p>Keep in mind the ticket must be created from the sales order after the &quot;Customer PO Number&quot; is populated on the sales order. The PO number field on the ticket will not update after the ticket has been created. &nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Purchase Order Screen Layout Profiles (v2.240+)</span></strong></p><p><span style="font-size: 11pt;">You can now have custom screen layout profiles unique to purchase orders, these profiles allow you to customise the tab order for purchase orders as well as the visibility of system fields.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To create a new layout profile for purchase orders, navigate to Configuration &gt; Advanced Settings and scroll to the &quot;Screen Layouts&quot; section.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViYmNiOThlLTY2YmEtNGYxNC05ZTFkLWIxYTc4YmNjNTc0ZiJ9.JnFS7fAtXyCn0qxT9qqyiwWagYuss9vbpMEJtXLkInk" width="886" style="width: 888px; height: 567.616px;" height="568" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 40. Screen layouts section of advanced settings</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Select the &quot;Screen Layout Profiles&quot; button and then change the Entity drop-down to &quot;Purchase Order&quot; (Figure 41).&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhYzZkNGE3LTM2YWEtNDk4OS1iMTMyLTZiNDM2MjlkOTA2NCJ9.ByFirrVU2WcTTZurf_AR6Do8Y-L-nlwX-4bD1xm7K64" width="818" style="width: 820px; height: 192.077px;" height="192" class="fr-fic fr-dii"></span></p><p><strong>Fig 41. The Purchase Order entity for screen layout profiles (v2.240+)</strong></p><p><br></p><p>Once in this area you are able to view all existing layout profiles for purchase orders and create new ones by selecting the &quot;+ New&quot; button in the top right.&nbsp;</p><p><br></p><p>To be able to configure the tab layout and system field visibility of your new profile you must first give the profile a name and then save it, and then the two configuration tabs will become available.&nbsp;</p><p><br></p><p>As with other profiles in the system, for the tab layout you can either opt for the existing default tab layout or you can change the layout to &quot;custom&quot; and customise it yourself.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4OGY5YjQwLWNkOGItNDc4ZC1iYWQ1LTU4OTc5ZjNjMGRhMCJ9.OOlIC9YLLQSWmmpQ0TIU5Q4EZ7BoqWB5RkagL-8lcqk" width="877" style="width: 879px; height: 516.256px;" height="516" class="fr-fic fr-dii"></p><p><br></p><p><br></p><p><strong>Fig 42. Customising the tab layout for purchase order screen layout profiles</strong></p><p><br></p><p><br></p><p>Use the dotted symbol on the left of each tab to drag and drop the tabs into order.&nbsp;</p><p>Use the pencil icon on the right of each tab to whether the tab is displayed or hidden or where it will show.&nbsp;</p><p>Use the &quot;Add&quot; button at the bottom right of the tab list to create a new purchase order tab - these tabs can hold either fields or dashboards, for more information on custom tabs please do refer to the relevant guide: <a href="https://usehalo.com/halopsa/guides/2039" target="_blank" rel="noopener noreferrer">Custom Tabs</a>.&nbsp;</p><p><br></p><p>In the system field visibility tab you can determine which of the purchase order system fields will show and where they will be displayed.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhMjBjYTBiLWZlMTMtNDExYi04ZTViLTAxOGQ4OWYzOTZkMSJ9.IEh06gQTlsnNFdox-TbCA9qxstJ1ssCFkQWXsgf3rhY" width="877" style="width: 879px; height: 592.762px;" height="593" class="fr-fic fr-dii"></p><p><br></p><p><span style="font-size: 10pt;"></span></p><p><strong>Fig 43. The system field visibility tab for purchase order layout profiles</strong></p><span style="font-size: 11pt;"><p><br></p><p>The drop-down fields on the left provide the options of &quot;visible&quot; or &quot;hidden&quot;.</p><p>The drop-down fields on the right determine where that field will be displayed, the options being the details of the purchase order or a custom tab.&nbsp;</p><p><br></p><p>Once created, you can set a global default for purchase order screen layout profiles and an agent level profile.&nbsp;</p><p><br></p><p>To set the global purchase layout profile, navigate to Configuration &gt; Advanced Settings &gt; Screen Layouts and set the &quot;default purchase order details screen layout&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhZmU2YmIwLWIyZGQtNDM5Ni04MTVhLTEwNWUzMWNhMmFlNiJ9.uwzPwwQq96tbfruTxOwcCzB923h0mzjsdt3FpFnzE-I" width="946" style="width: 948px; height: 588.165px;" height="588" class="fr-fic fr-dii"></p></span><span style="font-size: 10pt;"><p><strong>Fig 44. Setting the global default for purchase order layout profiles</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>To set an agent level purchase order layout profile, navigate to your agent profile &gt; preferences tab &gt; screen layouts and set the &quot;purchase order details screen layout&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhZmJlM2NiLWMyYzctNDNkNy04MThjLTUxNTlhMDI5YWQ0ZiJ9.Teg7SIYRnlIVy5rp8OFvUqXsTw0WzViFbvd3zjaPTx4" width="853" style="width: 855px; height: 721.099px;" height="721" class="fr-fic fr-dii"></p></span><span style="font-size: 10pt;"><p><strong>Fig 45. Agent level purchase order layout profiles</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>If a different layout profile is set here, then that will override the global default for that agent.&nbsp;</p><p><br></p><p><strong><em>Note: If you do not set an agent level layout profile, then the global default will be used.&nbsp;</em></strong></p><p><br></p><p><br></p></span><span style="font-size: 14pt;"><p><strong>Purchase Currency</strong></p></span><span style="font-size: 11pt;"><p>If you purchase items in a different currency to your own, and have different costs associated with items when they are purchased in another currency you can utilise purchase currency. This helps you track your costs when items are purchased in various currencies and makes cost tracking easier as all costs will be measured in the same (default) currency, but items can still be purchased in an alternative currency.</p><p><br></p><p><a href="https://www.usehalo.com/guides/2498" target="_blank" rel="noopener noreferrer">For information on purchase currency see our the &quot;Purchase Currency&quot; section of our guide here. &nbsp;</a></p><p><br></p><p><br></p></span><p></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><p><strong>In this guide we will cover:</strong></p><p><strong>- Restricting Field Access on a Ticket Type</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Field Access on a Ticket Type</span></strong></p><p>Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level.</p><p><br></p><p>Go into Configuration &gt; Tickets &gt; Ticket Type and enter the edit mode, clicking into the particular field you desire the restriction for:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwZjQ4MjBjLTAzM2QtNDc2YS1iNTAzLWNjYTA0ZjUwMWZhOCJ9.t6i5nIx8A8iJTMM5qm9OajxkubobY0M3fWgSm61mwXw" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 502.266px;" height="502"></p><p><strong><span style="font-size: 10pt;">Fig 1. Restrict based on Role setting</span></strong></p><p><br></p><p>After adding in the roles you are allowing to access the field value visibility, the other roles won&#39;t be able to see those fields on tickets or actions on that ticket type.</p><p><br></p><p>However the field itself may still be available to the cut off roles if they have access to log a ticket type of that nature although, once the ticket is logged the field will no longer be visible to the agents restricted. This feature can be used to hide sensitive information and prevent it&#39;s widespread accessibility.</p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Sage 50 Canada Integration?</strong></p><p><strong>- Downloading the Accounts Integrator</strong></p><p><strong>- Connecting to Sage 50 Canada</strong></p><p><br></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Sage 50 Canada Integration?</span></strong></p><p>The Sage 50 (Canada) Integration allows Canadian-based Sage accounts to connect into Halo to sync invoices.</p><p><br></p><p><strong><span style="font-size: 14pt;">Downloading the Accounts Integrator</span></strong></p><p>You will first need to download the Halo accounts integrator. The accounts integrator you need will depend on the version of Sage 50 (Canada) you are using.&nbsp;</p><p><br></p><p><strong>For Sage 50 2022 and prior (pro and premium accounts only)</strong></p><ul><li>Download the accounts integrator here: <a href="https://s3.halopsa.com/HaloAccountsIntegrator.zip" id="isPasted">https://s3.halopsa.com/HaloAccountsIntegrator.zip</a></li></ul><p><br></p><p><strong>For Sage 50 2023 and above</strong></p><ul><li>Download the accounts integrator here: <span style="background-color: transparent;"><a href="https://s3.nethelpdesk.com/ftp/HaloAccountIntegratorSageCA2023.zip">https://s3.nethelpdesk.com/ftp/HaloAccountIntegratorSageCA2023.zip</a>&nbsp;</span></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Connecting to Sage 50 Canada</span></strong></p><p>Once downloaded open the accounts integrator to begin setup. When opening ensure you select &#39;Sage 50 Canada&#39;.&nbsp;</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3MWRjZjQzLWVjYmQtNGUwZC1hMDFhLWUyMGNiZGQzYzIxNiJ9.cfEgG6jNpKql3kqMtgVJ79AQpFA5E590XhanRT6Ty8w" width="585" 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: 587px; height: 293.074px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 1. Halo Accounts integrator integrations selection Menu</span></strong></p><p><br></p><p>When starting the Halo Accounts Integrator for the first time you need to enter credentials from an API Application created in Halo. For information on how to setup the application needed see our guide <a href="https://www.usehalo.com/guides/1636" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p>Then you will need to enter credentials and the file path for the .SAI file (location can be found by going to File &gt; Properties in Sage) to connect the accounts integrator to your Sage. Select &quot;Multi-User&quot; mode if you would like the accounts integrator to be able to sync data whilst the Sage 50 file is already in use (recommended if you are on an edition of Sage that supports this, premium and above).&nbsp;</p><p><br></p><p><strong><em>Note: The .SAI file must be local to the account integrator application - this is not yet fully tested with Network Shares/Drives.</em></strong></p><p><strong><em><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwM2FjYWE2LTAyMzUtNDdhMi1hNmM5LTM3MTJhZDNiZjllYyJ9.dbAisH4UlfjkdYdOnwj5Yfzavdo1dlVI3cSnP6omCns" width="620" height="306" 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: 622px; height: 306.215px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></em></strong></p><p><strong><span style="font-size: 10pt;">Fig 2. Enter Credentials to connect to Sage<br></span></strong></p><p><br></p><p>Once connected follow the instructions given in the accounts integrator application to configure the rest of the integration.</p><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; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- Pre-Requisites</strong></p><p><strong>- Supported Mailboxes</strong></p><p><strong>- Initial Setup</strong></p><p><strong>- Authentication Method</strong></p><p><strong>- Credential Types</strong></p><p><strong>- Processing Method</strong></p><p><strong>- Configuring an Azure Application</strong></p><p><strong>- Creating Credentials</strong></p><p><strong>- Connecting to the Mailbox</strong></p><p><strong>- Imports</strong></p><p><strong>- Logging</strong></p><p><strong>- Common Errors</strong></p><p><br></p><p><br></p><p>In this guide we will cover Office 365/Azure 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 style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1521/" rel="noopener noreferrer" target="_blank"><strong>Google</strong></a></li><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/875/" id="isPasted" target="_blank" rel="noopener noreferrer">IMAP/POP3/EWS</a></li></ul><p><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 the incoming service checkbox is on and that the scheduling service is set to yes.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNjczNGM5LWI2MTAtNDVmMi1iYjY1LTE2NzBhZjdjMDcyYiJ9.KdZfxpu8S_upc0evIFWnkctjzdj30PlFOzT65N1GrmM" class="fr-fic fr-fil fr-dib" width="743" style="width: 745px; height: 426.1px;" height="426"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 1. Incoming Service enabled.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If you are an On-Prem (self-hosted) customer please see <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2437" id="isPasted" 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;">Supported Mailboxes</span></strong></p><p>Halo can connect to licensed and shared mailboxes. All other kinds of mailboxes are currently unsupported.</p><p><br></p><p><strong><span style="font-size: 14pt;">Initial Setup</span></strong></p><p>To begin setup you will need to create a new mailbox in Halo with the mailbox connection type &#39;Office 365/Azure&#39;. To do this head to Configuration &gt; Email &gt; Mailbox &gt; New, give the mailbox a name and set the mailbox connection type as &#39;Office 365/Azure&#39; and save.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMzc3YzI2LTgzZTAtNDYzZS04YzIzLTE1NDk5MGYwYmM1OSJ9.pKEo1b5ecRRQoUuqbQxffqMfuStY3Ir8xPnS2PE_X2s" class="fr-fic fr-fil fr-dib" width="1101" style="width: 1103px; height: 663.727px;" height="664"></p><p><strong><span style="font-size: 10pt;">Fig 2. Office 365/Azure Mailbox connection.</span></strong></p><p><br></p><p>Now you will need to setup the credentials to connect this mailbox. To begin hit the &#39;Credentials&#39; button then hit &#39;new&#39;. Here, you will be given various options to determine how the connection between Halo and your mailbox is authenticated.&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><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2MDkzODBjLWU5NDItNDZmYi04NmNhLWRmMjA0MmVjN2MxNiJ9.OpOu1npx0o1G2f41ZIc4_eMm3RBD3oN8ygr0woWJsuA" class="fr-fic fr-fil fr-dib" width="1194" style="width: 1196px; height: 436.604px;" height="437"></p><p><strong><span style="font-size: 10pt;">Fig 3. New mailbox credentials.</span></strong></p><p><br></p><p>First, choose the instance you would like mail from this mailbox to be processed into using the &#39;Instance&#39; field. If you do not have a testing UAT/Dev environment you will only be able to choose Production here. For more information on instance management checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1888" id="isPasted" target="_blank" rel="noopener noreferrer">Configuration Change Tracking &amp; Instance Management</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Authentication Method</span></strong></p><p>Now you will need to choose the Authentication Method for the mailbox, options here include &#39;Authorisation code&#39; and &#39;Client Credentials&#39;<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2MTU5ZjFlLTNhOTktNDY5MS1hZWZmLTRkZTNmZDNjNGI4YSJ9.xvilzcYMOLKHRPJZ2UgvnTx0rOM4e1YNzAKcYXPFV8U" class="fr-fic fr-fil fr-dib" width="554" height="191"></p><p><strong><span style="font-size: 10pt;">Fig 4. Authentication methods for mailbox.</span></strong></p><p><br></p><p>These use different permission types within the Microsoft Graph API (Delegated vs Application). For information on the difference between Delegated and Application permissions, checkout <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/graph/permissions-overview?tabs=http" target="_blank" rel="noopener noreferrer">Microsoft&#39;s guide here.</a></p><p><br></p><p>If unsure which authentication method to use, Application Permissions (used by the Client Credentials method) are the simplest, feature-rich and most stable option. &nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Authorisation Code&nbsp;</span></strong></p><p>This authentication method uses Delegated permissions within the Graph API.</p><p><br></p><p>It should be noted when using this authentication method, you will only be able to process mail using the &#39;Mailbox Scan&#39;. This can take up to 5 minutes to be processed by Halo after being received into the mailbox vs the almost instant processing under the &#39;Webhook&#39; method.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Client Credentials</span></strong></p><p id="isPasted">This authentication method uses Application permissions within the Graph API.</p><p><br></p><p>When using this authentication method you will be able to process mail using either the &#39;Mailbox scan&#39; method or the &#39;Webhooks&#39; method. This authentication method also allows you to use &#39;Federated credentials&#39; to authenticate the connection if your instance is On-Prem.&nbsp;</p><p><br></p><p>There are additional security steps that are recommended when using this method, which are outlined in more detail later on.</p><p><br></p><p><strong><span style="font-size: 14pt;">Credentials Types</span></strong></p><p>Once you have chosen your authentication method you will need to choose the credential type you would like to use to authenticate the connection.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxZGM1ZjBlLTNlYTgtNGYxNS05ZGI1LWJmOGY0MWUxNTEzNyJ9.a4Tv3S6dklUTzmY7a5kun4TG45DLutK5N_TvR4gsHPs" class="fr-fic fr-fil fr-dib" width="631" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 5. Available credential types.</span></strong></p><p><br></p><p><strong>Client Secret</strong> - When chosen you will need to generate a secret for the Azure application you setup. This will be used to authenticate the connection.</p><p><strong>Certificate</strong> - When chosen you can use a X.509 certificate to authenticate the connection.&nbsp;</p><p><strong>Federated credentials (On-Prem only)</strong>- When chosen, you can setup and use federated credentials from your Azure to authenticate the connection.&nbsp;</p><p><br></p><p>We will outline how to configure the mailbox using a Client Secret in this guide. If you wish to use one of the other two methods, please see this guide: <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2446" target="_blank" rel="noopener noreferrer" id="isPasted">Authentication Methods for Microsoft Integrations</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Processing Method</span></strong></p><p>Now you will need to choose the method you would like to use to process emails from this mailbox. This is set in the &#39;method&#39; field, there are two options here &#39;Mailbox scan&#39; and &#39;Webhooks&#39;.</p><p id="isPasted"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkN2U4Y2NlLTJhMTYtNDM4Yi04YTYzLTgzNWJlYTEzZGRkNiJ9.ybXCat6V51o51BkJPAV8B-r21qvOSzKidWCLppiiRlI" class="fr-fic fr-fil fr-dib" width="656" height="337"></p><p><strong><span style="font-size: 10pt;">Fig 6. Method for processing mail.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Mailbox Scan&nbsp;</span></strong></p><p>The task scheduling service (which is automatically enabled when the incoming service is enabled) will scan the mailbox every 3-5 minutes to process mail (so it can take up to 5 minutes for mail to be brought from the Exchange mailbox into Halo).</p><p><br></p><p><strong><span style="font-size: 12pt;">Webhooks (Recommended Method)</span></strong></p><p>When using this method a webhook from Azure with the email content is sent to the Halo API when an email is received in the mailbox, providing instant delivery and processing of any emails that are received. The task scheduling service that is also used for the mailbox scan will also run to retry any potential failed webhooks, but the frequency of this scan will be decreased.</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring an Azure Application</span></strong></p><p>Once you have selected the method you would like to use for processing emails, you must configure an application in Azure before continuing with any further Halo configuration. Setup steps for both methods are outlined in this section.</p><p><br></p><p>Start by navigating to the Azure portal and select New Registration in the App Registrations. There are three required fields on the creation screen:</p><p><br></p><ul><li>Name - Give your application a sensible name so it can be easily referred to later.</li><li>Supported account types - Must be single-tenant. Multi-tenant is not supported and will cause issues later.</li><li>Redirect URI - Only required if you are using Mailbox Scan as the method.&nbsp;<ul><li>If you are on a version prior to v2.182 the platform should be &quot;Web&quot; and the URL should be your Halo application URL followed by /azure/auth. For example, <a data-fr-linked="true" href="https://myapp.haloitsm.com/azure/auth">https://YOURHALODOMAIN.com/azure/auth</a>.&nbsp;</li><li>&nbsp;If you are on version v2.182+ the platform should be &quot;Web&quot; and the URL should be your Halo application URL followed by /authcallback. For example, <a data-fr-linked="true" href="https://myapp.haloitsm.com/authcallback">https://YOURHALODOMAIN.com/authcallback</a>.&nbsp;</li></ul></li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZDk5ZWNmLTk3ODYtNDNmNS05NDYwLWM5MDNlYzZiZjE0MiJ9.mLOMdoy_s-xrOrq--6MU7fBZVQQ7XkyXNJ7WcOZ0vxI" class="fr-fic fr-fil fr-dib" width="908" height="514"></p><p><strong><span style="font-size: 10pt;">Fig 7. Creating an application.</span></strong></p><p><br></p><p>Once registered, take note of the Application (client) ID on the overview tab, as well as the Directory (tenant) ID. These values will be needed later.</p><p><br></p><p>The next step is to add the relevant permissions to the Azure app. As previously mentioned, the required permissions will depend on the authentication method that you have selected, the exact permissions you need will show in Halo after selecting the authentication method/credential type/processing method you are using.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Permissions when using Authorization code to authenticate</span></strong></p><p id="isPasted">Required Microsoft Graph API Permissions (Delegated):</p><ul><li>Mail.ReadWrite</li><li>Mail.Send</li><li>offline_access</li><li id="isPasted">Contacts.Read (only required if you would like to import contacts in Outlook as users in Halo)&nbsp;</li><li id="isPasted">Mail.ReadWrite.Shared (only required if using a shared mailbox)</li><li>Mail.Send.Shared (only required if using a shared mailbox)</li><li>Contacts.Read.Shared (only required if you would like to import contacts in Outlook as users in Halo and you are connecting a shared mailbox)&nbsp;</li></ul><p>&nbsp;</p><p><strong><em>Note: For Shared Mailboxes, the account used to authorize will also need delegate access to the Shared Mailbox in Microsoft 365.</em></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Permissions when using Client Credentials to authenticate</span></strong></p><p id="isPasted">Required Microsoft Graph API Permissions (Application):</p><ul><li><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;">Mail.ReadWrite</span></li><li><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;">Mail.Send</span></li></ul><p>If you would like to restrict the mailboxes the application has access to, do not provide the application with any permissions. You will need to setup Role Based Access Control (RBAC), all permissions and access will need to be configured within the role. For more information see the section &quot;Additional restrictions (Client Credentials authentication method only)&quot;.</p><p><br></p><p><strong><span style="font-size: 12pt;">How to add permissions to the application</span></strong></p><p>1. Navigate to the API permissions tab and select Add a permission.</p><p><br></p><p>2. Select Microsoft Graph as the API.</p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwMzcwZmVhLTFiZTAtNDIzMi1iZDE0LWY4YWM0NTg4ODY3OCJ9.mv3LOt3EOOyTePy4Dr3_VBnpeBSTk_xx0YyELXoncew" width="1096" style="width: 1096px; height: 340.492px;" height="340.492" class="fr-fic fr-dii"></span></p><p><br></p><p><strong>Fig 8. Selecting the API.</strong></p><p><br></p><p>3. Choose the type of permission depending on the method you are using. Choosing an incorrect permission type will prevent you from fully configuring the mailbox later in Halo.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwOTllYTE4LWI4NjEtNDk0OS1iMTA4LWFlNzljYWFlZTQ3MCJ9.uVtV63I86YEZakJ4c4KUrMaK_y-ULl1fJ9zOn1zXI_I" width="621" style="width: 621px; height: 200.933px;" height="200.933" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 9. Choosing the type of permission.</span></strong></p><p><br></p><p>4. Search for the permissions, and select the necessary permissions that are required.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkODk5YWI5LTRjMjQtNDdiNy1hZjUwLTAwNGY4NzE0NDRiZiJ9.INCMr2sAGZFLgTRBg3YiPEogxK5s-X4IBmEctTpYg-M" width="655" style="width: 655px; height: 527.83px;" height="527.83" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 10. Selecting permissions.</span></strong></p><p><br></p><p>5. Once added, grant admin consent for the tenant:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmOGE0ZjMyLTJmMDktNGVlOS04MzI2LWQwODBjMDQzOGI1ZiJ9.EwQ56YI7Yq4ADKMtBVFd__jBZA367vF5JO7rGcRzupY" width="791" style="width: 791px; height: 252.936px;" height="252.936" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 11. Granting admin consent.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Additional restrictions (Client Credentials authentication method only)</span></strong></p><p>If you are using the Client Credentials authentication method, it is highly recommended that you create an application access policy or configure Role based Access Control to restrict which mailboxes your Azure application can access. Without this, the application will be able to access all mailboxes within the Azure tenant. Restrict this to the mailboxes you would like to integrate with Halo.&nbsp;</p><p><br></p><p><strong><em>Note: Halo supports both methods, however, application access policies are due to be deprecated by Microsoft therefore for new setups we advise using Role Based Access Control.</em></strong></p><p><br></p><p>Access policies are not needed when using the Authorisation Code authentication method as this method uses delegated permissions. When using delegated permissions the mailboxes the application will have access to will be determined by the mailboxes the user permissions are being delegated from has access to. If you would like to ensure only specific mailbox are accessed, ensure the user permissions are delegated from only has access to these mailboxes.&nbsp;</p><p><br></p><p><strong>Application Access Policies&nbsp;</strong></p><p>Application Access Policies allow you to restrict down the mailboxes the application can access. These restrictions will override the permissions the application already has, so you will still need to provide the application with permissions. Application access policies will be deprecated by Microsoft and they instead advise to use Role Based Access Control going forward. Existing policies will still be supported.&nbsp;</p><p><br></p><p>To find out more about how to add an application access policy, see Microsoft&#39;s documentation: <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/powershell/module/exchangepowershell/new-applicationaccesspolicy?view=exchange-ps">https://learn.microsoft.com/en-us/powershell/module/exchangepowershell/new-applicationaccesspolicy?view=exchange-ps</a>.</p><p><br></p><p><strong>Role Based Access Control (RBAC)</strong></p><p>RBAC can be used to restrict the mailboxes the application can access. When using RBAC do not provide the application with any permissions, all permissions (and access) will be granted by the configured role.</p><p><br></p><p>For information on setting up RBAC see Microsoft&#39;s documentation: <a data-fr-linked="true" href="https://learn.microsoft.com/en-us/exchange/permissions-exo/application-rbac" data-pasted="true" target="_blank" rel="noopener noreferrer">Role Based Access Control for Applications in Exchange Online</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Generating the Client Secret</span></strong></p><p id="isPasted">To obtain a secret for your Azure Application, head to the Certificates and Secrets tab within the application you have created. Generate a new secret with a sensible expiry date. Make a note of the value generated and the expiry date.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3ZDc0NTdlLWQzNzgtNDI0NS1hMTAzLTZjNzg3YTcwZDMwZiJ9.Ydv7ODOv_-xkqDH7hg3GBWDLwpDh2-O8LdXQXPgLa-o" width="918" style="width: 918px; height: 488.253px;" height="488.253" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Creating a secret.</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Note: The secret value is required not the secret ID.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once you have the secret head back to Halo and paste this into the &#39;Azure Application Secret&#39; field.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to the Mailbox</span></strong></p><p>Once you have successfully created your Azure application and credentials, you can now add the details to the mailbox configuration in Halo and complete the rest of the setup.</p><p><br></p><p>The fields shown in figure x must be completed and the mailbox must be saved before continuing, regardless of the chosen method. The Microsoft Graph Global Service should always be chosen as the authority unless you know that your Azure tenant uses a different authority.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMGE0ZDE1LTM2Y2YtNGQ1NC05OTdiLWNiMzkxNWE4ZGQzNCJ9.y3dpjAmYvJ3WEbG6H9sJeVOAiZuxTFKN91g_F7Qn2wE" class="fr-fic fr-fil fr-dib" width="707" height="400"></p><p><strong><span style="font-size: 10pt;">Fig 13. Configuring the mailbox in Halo.</span></strong></p><p><br></p><p>If you are using the Authorization code as the authentication method, then an option to configure a shared mailbox is also available. If the mailbox you are connecting is a shared mailbox enter the address of the shared mailbox here. If you are connecting a licenced mailbox you can leave this field blank.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwYjI4OGE4LTYwNWYtNGI4MC04NTY1LTVmYTcxOTBjYTQyYyJ9.8K8-MIcHZHvz-_tUIzWxLhkJtbJtbzXmcBL-iM1gtQA" width="543" height="116" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Shared mailbox option.</span></strong></p><p><br></p><p>If you are using Client Credentials, then an email address field is available. This field can accept licenced or shared mailboxes. The only additional requirement is that the owner of the email address must have a UPN value that matches the email address.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzZTQ0NWE2LThkOTQtNGY3Ni1hMGZjLTE4ZTMyMzAzODljOCJ9.bWN9bJfuDsx0efPNJrSJsBSSYJyHGj4C_HbpLNrf44Y" width="537" height="98" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Email address option.</span></strong></p><p><br></p><p>Once saved, you will need to complete connection. Follow the next subsections based on the connection type you are using.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Mailbox Scan</span></strong></p><p>If using the mailbox scan method, click the Authorize Application/Sign in button to initiate a sign-in flow with Azure. Be aware that the user who completes the sign-in flow will have the emails from their inbox processed. A warning will alert you to this before proceeding.</p><p><br></p><p><strong><span style="color: rgb(226, 80, 65);">Important: Incorrect configuration can mean that your personal mail <strong id="isPasted">(john.doe@microsoft.com) is processed into Halo as tickets. Further details are provided below to ensure proper setup.</strong></span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlM2E2YmUyLTdkYTAtNDhmMi1iZTFhLTQ2YzAyYWUwNmYxZSJ9.MSiXOPUIM-JDl3tljBcbxLiQLhijuGGq8oIu3Otfbxc" width="631" height="109" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16. Warning message.</span></strong></p><p><br></p><p id="isPasted"><strong>If you are authorizing a licensed mailbox:</strong></p><p>Simply sign into your licensed mailbox using its username and password.</p><p><br></p><p><strong>If you are authorizing a shared mailbox:</strong></p><p>Ensure the &quot;Shared Mailbox&quot; field is populated the shared mailbox&#39;s full address.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE0MjFhZjdlLWQ2M2UtNDRjOC1iZjE0LTNmYTNhN2UzNzA4YSJ9.tVSpbvj-e_H92pB8U0swXiWAN3mkP8DLXjkemzl3PQM" class="fr-fic fr-fil fr-dib" width="584" height="109"></p><p><strong><span style="font-size: 10pt;">Fig 17. Shared mailbox.</span></strong></p><p><br></p><p id="isPasted">Ensure the licensed user is added as a delegate user on the shared resource with Read &amp; Manage (Full Access) permissions.</p><p><br></p><p>If either of these have not been configured correctly, it is possible that Halo will try to ingest emails from the authenticating licensed account rather than the shared mailbox. In case of this improper configuration, it is advisable to disconnect the connection as swiftly as you can and review your configuration.</p><p><br></p><p>Once you are connected, the connected email address will be shown on the setup screen. All values will be locked in and can only be altered by using the disconnect button first.</p><p><br></p><p><strong><span style="font-size: 12pt;">Webhooks</span></strong></p><p>If using the webhooks method, you are not required to complete a sign-in. Instead, a subscription will be created for the chosen email address. Click the Create Subscription button to register the subscription. If successful, the details of the subscription will be displayed, including the subscription&#39;s expiry date. The subscription can be cancelled at any time using the Cancel Subscription button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5MThjNDRmLThjODctNDA0OC1hZTBkLWM2YjBhMjhkMTAxYSJ9.rmCMKJBgD0OZI3Z1C7q00BYeMI5J4izjAQNlwZMaRGY" width="539" height="132" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 18. Subscription displayed.</span></strong></p><p><br></p><p>The subscription expiry is always set to the maximum allowed value in Azure. It is automatically renewed whenever the expiry date is within 2 days of expiry, either during the processing of a webhook or by the task scheduler if no webhooks have been received to trigger the refresh.&nbsp;</p><p><br></p><p>From the moment the subscription has been created, webhooks will be sent to Halo from Azure to process any new emails received in the user&#39;s mailbox.</p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Outbound Defaults</span></strong></p><p>After connecting the mailbox, if you are deleting your old mailbox that was the outgoing default you need to designate a new default. Navigate to the &quot;Outgoing Email Defaults&quot; found in Configuration &gt; Email &gt; General Settings, and change the default connection to the new mailbox. Without doing this step, you will not see anything populate in the email from field when emailing clients.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxYzdjNjQzLWI1ZGItNGRiNy05MDJjLTAyYzMwNDVkNWM0OSJ9.ymBuW22YLo5AJaBmkBIloNu0ANptA_IaGkLdIcMATks" class="fr-fic fr-fil fr-dib" width="218" height="165"></p><p><strong><span style="font-size: 10pt;">Fig 19. Outgoing email defaults.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Imports</span></strong></p><p><strong><span style="font-size: 12pt;">Manual Imports</span></strong></p><p>At the bottom of the incoming tab, it is now possible to import emails manually.&nbsp;</p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2OWE5MTdlLWM3MGMtNDk4NC1hOTg0LWE5YTA0NTYzNDRkMyJ9.lKHi-53eeD7hVlGaTkhC-i1SVMg1dufBYEhy21Hgyd0" width="411" height="215.322" 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: 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; width: 411px; height: 215.322px;" id="isPasted" class="fr-fic fr-fil fr-dib"><br></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 20. Importing emails.</span></strong></p><p><br></p><p>After configuring a mailbox that is using the Mailbox Scan method, it is recommended that you attempt to click the Import Emails button. This will highlight any potential permissions issues (especially if using a shared mailbox) so that they can be rectified before signing off on your mailbox configuration.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Contact Imports</span></strong></p><p>Once you have connected you will see an additional tab titled &#39;contact imports&#39; this can be used to import contacts from Outlook as users in Halo, using the connected mailbox.&nbsp;</p><p><br></p><p>If using this functionality make sure you have the following permission to your Azure application:</p><ul><li>Contacts.Read</li></ul><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2MTRjOGRiLWI3ZTAtNGEyMC04ZWY1LWNkOGU0NDYyMTU4YyJ9.ruCC-LIls25bPSSRY7fb_vPRi7cCTYLSslshkYV_Rnc" width="1165" 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: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1167px; height: 737.759px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib" height="738"><br></p><p id="isPasted"><strong><span style="font-size: 10pt;">Fig 21. Contact imports.</span></strong></p><p><br></p><p>Before importing contacts you may want to create some contact mappings, this maps Outlook contact fields to user fields in Halo. To create a mapping simply use the &#39;Add&#39; button to add a mapping to the table, select the Outlook field and Halo User field you would like to be associated, and hit save. New users that are created will be attempted to match to a site based on their email domain, if their domain cannot be matched to a site domain they will be assigned to the default site for new users.&nbsp;</p><p><br></p><p>The &#39;Import Contacts&#39; button can be used to manually import contacts, but these can also be imported on a schedule using the Halo Integrator. The checkbox &#39;Enable the Halo Integrator for importing Outlook Contacts from this Mailbox Connection&#39; on this tab must be checked for a scheduled sync to take place.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Logging</span></strong></p><p>As part of the new incoming service, it is now possible to see the log for every email that has been processed via the service. This can be found on the Inbound Log tab of the mailbox, or in Configuration &gt; Advanced &gt; Backend Services &gt; Backend Service Monitoring.</p><p><br></p><p>Both screens allow you to see some basic information about the incoming email, and whether it was successfully processed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1MmU0YjBkLTkxN2EtNDExZC1iYzU5LTBhMDhjYTM2MDFjZSJ9.IETOfiPgIh3RzPUEDGSUwZg3hU3KJ7CRopP98UEXCjk" width="1100" style="width: 1100px; height: 228.942px;" height="228.942" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 22. Inbound log.</span></strong></p><p><br></p><p>By clicking on the record, more elaborate details about the email can be found, including the details of each processing attempt. This is located on the Requests tab. Each request can be opened, where the raw data for the request can be observed, as well as a detailed processing log for help understanding how an email has been processed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOTYzYTBlLTJkOTAtNDIzZi1iZGFiLWRiYzc3MjYwY2RkZSJ9.qbKu_vGr1wjDFS7VxMyu8pxuFRDiRLNRFQhjGarFyZQ" width="1132" style="width: 1132px; height: 392.399px;" height="392.399" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 23. Details.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3NTI2NmMxLTYxNjAtNDFkMy05NWFlLTcxNDEyMTM4ZDM3NCJ9.0ydL1Ew9ZpRCOKTFuttS9uCigRrtDE6k5QKgfTK7vzQ" width="1135" style="width: 1135px; height: 516.951px;" height="516.951" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 24. Request.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyZWQwNjQxLTEzNDQtNGIxOC04Mzg4LThjNzVjM2ZmNzI1OCJ9.KFDKKC8ayOwvpS224bgcMRnCCRVfjE7wXoWSReAtzNw" width="1135" style="width: 1135px; height: 571.884px;" height="571.884" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 25. Log.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Error Notifications</span></strong></p><p>Send Error Notifications for emails and the Halo Integrator, to specific agents (Configuration &gt; Teams &amp; Agents &gt; Agents &gt; Click into an Agent &gt; *Preferences Tab*).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4YWZmZWMwLWI5YjMtNGY0Ny1iZjcyLWRjY2ZiZjU5NThiMyJ9.HPBzkPUBFr5PGWfcwZlZPWBqojB3ngAUpu5_-tcBSA4" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 62.0575px;" height="62"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MTEyZTAwLTBlMmEtNDdhYS05YzM2LWEwYWFiNWUzNDAzYSJ9.q1HwMEU4OnVMtbk0QiRzM3CSAL6vWrdhRc1TVh-j7QU" class="fr-fic fr-fil fr-dib" width="584" height="126"></p><p><strong><span style="font-size: 10pt;">Fig 26. Notifications options.</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Common Errors</strong></span></p><p>Here, we have outlined some errors that may occur around mail processing. If a mailbox stops working and no error below matches your issue, first try to Disconnect and then reauthorise the mailbox in Halo.</p><p><br></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 48.7725%; text-align: left; background-color: rgb(0, 204, 248);"><span style="font-size: 11pt;"><strong><span style="color: rgb(255, 255, 255);">Error</span></strong></span></td><td style="width: 51.1541%; text-align: left; background-color: rgb(0, 204, 248);"><span style="font-size: 11pt;"><strong><span style="color: rgb(255, 255, 255);">Solution</span></strong></span></td></tr><tr><td style="width: 48.7725%;"><span style="font-size: 11pt;">Length Cannot Be less than zero (Parameter &#39;length&#39;)</span></td><td style="width: 51.1541%;"><span style="font-size: 11pt;">When this occurs, you must create a new secret and make sure to copy the &quot;Value&quot; when generating the secret, not the Secret ID. Make sure to store this &quot;Value&quot; somewhere safe as it is important and can&#39;t be copied again after you click off the app registration page.</span></td></tr><tr><td style="width: 48.7725%;"><span style="font-size: 11pt;">Error is not defined, and you are in doubt as of what to do&nbsp;</span></td><td style="width: 51.1541%;"><span style="font-size: 11pt;">Disconnect and then reauthorise the mailbox in Halo if in doubt</span></td></tr><tr><td style="width: 48.7725%;"><span style="font-size: 11pt;">Failed to retrieve agents - 400 Bad Request: &quot;Token refresh failed - invalid_grant - AADSTS9002313: Invalid request. Request is malformed or invalid.&nbsp;</span></td><td style="width: 51.1541%;"><span style="font-size: 11pt;">reauthorise mailbox, if not working try regenerating the secret, make sure to copy the &quot;Value&quot; when generating the secret, not the Secret ID. Make sure to store this &quot;Value&quot; somewhere safe as it is important and can&#39;t be copied again after you click off the app registration page.</span></td></tr><tr><td style="width: 48.7725%;"><span style="font-size: 11pt;">Connection Failed for refreshing access token for mailbox ID 3 - AADSTS9002313: Invalid request. Request is malformed or invalid.&nbsp;</span></td><td style="width: 51.1541%;"><span style="font-size: 11pt;">Reauthorise mailbox, if not working try regenerating the secret, make sure to copy the &quot;Value&quot; when generating the secret, not the Secret ID. Make sure to store this &quot;Value&quot; somewhere safe as it is important and can&#39;t be copied again after you click off the app registration page.</span></td></tr><tr><td style="width: 48.7725%;"><span style="font-size: 11pt;">Emails not coming through to halo but mailbox is working and inbox is being emptied?</span></td><td style="width: 51.1541%;"><span style="font-size: 11pt;">Run Report &ldquo;select top 100 * from incomingemail order by IEdatecreated desc&rdquo; then do a ctrl + f for rule and check to make sure it isn&rsquo;t being caught by an email rule, if it is, it will be evident on the report which email rule is binning off all emails. Emails can then be added back from the deleted folder (in your outlook account) to inbox and then they will be processed back into halo once placed into the inbox folder.</span></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">Configuration &gt; Email &gt; Formatted Emails</strong></p><p><br></p><p><strong id="isPasted">Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1910/" target="_blank" rel="noopener noreferrer"><strong>Email Rules</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; 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display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><p><strong><span style="font-size: 14pt;">Mapping Setup</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: 11.7096%; 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: 54.9571%; 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%;">Customer</td><td style="width: 11.7096%;">Free Text</td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Customer field.</td></tr><tr><td style="width: 33.3333%;">Site</td><td style="width: 11.7096%;">Free Text</td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Site field.<br></td></tr><tr><td style="width: 33.3333%;">User</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the User field.<br></td></tr><tr><td style="width: 33.3333%;">Email To</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Email To field.<br></td></tr><tr><td style="width: 33.3333%;">Email CC</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Email CC field.<br></td></tr><tr><td style="width: 33.3333%;">Date Created</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Date Created field.<br></td></tr><tr><td style="width: 33.3333%;">Ticket Type</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Ticket Type field.<br></td></tr><tr><td style="width: 33.3333%;">Ticket Template</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Ticket Template field.<br></td></tr><tr><td style="width: 33.3333%;">Priority ID</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Priority ID field.<br></td></tr><tr><td style="width: 33.3333%;">Subject</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Subject field<br></td></tr><tr><td style="width: 33.3333%;">Details</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Details field.<br></td></tr><tr><td style="width: 33.3333%;">Agent</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Agent field.<br></td></tr><tr><td style="width: 33.3333%;">Team</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Team field.<br></td></tr><tr><td style="width: 33.3333%;">Category</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Category field.<br></td></tr><tr><td style="width: 33.3333%;">Resolution Code</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Resolution Code field.<br></td></tr><tr><td style="width: 33.3333%;">Category 3</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Category 3 field.<br></td></tr><tr><td style="width: 33.3333%;">Category 4<br></td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Category 4 field.<br></td></tr><tr><td style="width: 33.3333%;">Contact Name</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Contact Name field.<br></td></tr><tr><td style="width: 33.3333%;">Company Name</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Company Name field.<br></td></tr><tr><td style="width: 33.3333%;">Email Address</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Email Address field.<br></td></tr><tr><td style="width: 33.3333%;">Phone Number</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Phone Number field.<br></td></tr><tr><td style="width: 33.3333%;">Potential Value</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Potential Value field.<br></td></tr><tr><td style="width: 33.3333%;">Country</td><td style="width: 11.7096%;">Free Text<br></td><td style="width: 54.9571%; text-align: left;">This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Country field.<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>In this guide we will cover:</strong></p><p><strong>- What is Co-Managed IT?</strong></p><p><strong>- How to set up a Co-Managed agent</strong></p><p><strong>- How tickets can be passed between co-managed and normal agents&nbsp;</strong></p><p><strong>- Restricting FAQ list and reporting access</strong></p><p><strong>- Worked Example</strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is Co-Managed IT?</strong></span></p><p>Co-Managed IT allows for collaborative IT management, in which a businesses&#39; internal IT team works with a MSP in managing the business&#39; IT needs. As an MSP, this means you may want this external party to have access to/work out of your PSA system, but have restricted access to only their business and not be able to see any data related to your other customers.&nbsp;</p><p><br></p><p>Co-managed IT can be set up, allowing you to give external agents access to your Halo, but only for set customer(s). This will allow the agent to access the key areas of Halo, customer info, assets, the service desk etc, but only seeing data for the customers you give them access to.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Up a Co-Managed Agent</span></strong></p><p>Head to configuration &gt; teams and agents &gt; agents &gt; select the agent you would like to be the &#39;Co-Managed&#39; agent (this will be the agent with limited access) &gt; client restrictions tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlN2FmMjkwLTA5MjktNDcxOS05MGM2LTFiOTI2ODEwMTI1NyJ9.CLBNs_3O8dDCkIMx-oJmPtvni83CR8LzttGykXFzJaw" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 491.811px;" height="492"></p><p><strong><span style="font-size: 10pt;">Fig 1. Client Restrictions tab&nbsp;</span></strong></p><p><br></p><p>Here, there are two settings, these determine the access the agent has.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Co-managed IT setting</span></strong></p><p>This setting acts as an organisation override and determines the other agents this agent will be able to see in Halo. The Agent in question will only be able to see other agents who have the same option selected in the Co-Managed IT dropdown. This creates a &#39;customer group&#39; in which all agents who have the same customer selected in their &#39;Co-managed IT&#39; dropdown become a part of that group, in which they have access to each other but not other agents in the Halo instance.&nbsp;</p><p><br></p><p>For example, if this field is set to be &#39;Acorn Construction&#39; this agent will only be able to see other agents who have this field also set to be &#39;Acorn Construction &#39; against their profile. This allows you to group Co-Managed IT agents together, without having to move them to a separate organisation or team.&nbsp;</p><p><br></p><p>For example, if I set the Co-managed IT field against the agent Amir to be &#39;Acorn Construction&#39; and I set this same field against the agent Patricia to be &#39;Acorn Construction&#39; Amir and Patricia will only be able to see their tickets, and each others tickets. If I set the Co-managed IT field against Patricia to be *not set* (or to be any other customer), Amir would only be able to see his own tickets as there are no other agents who share this organisation override.&nbsp;</p><p><br></p><p>This can also be set against a role, however, the setting here is called &#39;Customer Group Override&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1ZDhjYmMwLWU5NjUtNDVjYi05YzM1LTY2MWJmZjNiNDNjNSJ9.VNbq0UfnFfcZ_wzSMNzYEBL9IAgsjQU8WlvJhBufu-U" class="fr-fic fr-fil fr-dib" width="826" height="376"></p><p><strong>Fig 2. The Co-Managed IT (Customer Group Override) Option Found in Role Permissions</strong></p><p><br></p><p>Once an agent has been marked as being co-managed (having the setting populated), they will no longer be able to access the following:</p><p id="isPasted">&bull;<span style="white-space:pre;">&nbsp; &nbsp;M</span>ake new column profiles</p><p>&bull;<span style="white-space:pre;">&nbsp; &nbsp;V</span>iew/update Software License/Subscription Costs</p><p>&bull;<span style="white-space:pre;">&nbsp; &nbsp;V</span>iew call scripts</p><p><br></p><p><strong><em>Note: Even if agents are not in the same team they will still be able to see each other&#39;s tickets if they share the same Co-Managed IT (Customer Group Override).</em></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Allow use of all Customers</span></strong></p><p>This setting determines the customer(s) the agent has access to. This following entities will be filtered to only show the respective customers information:</p><ul><li>Tickets</li><li>Assets&nbsp;</li><li>Customer profile&nbsp;</li><li>agreement</li><li>Quotes/sales order/purchase orders</li></ul><p>The agent will still be able to access the above entities but they will be filtered so they only see records relating to the customer they have access to, they will not be able to see data for any other customers.&nbsp;</p><p><br></p><p>To restrict the customers the agent can access, set the &#39;Allow use of all Customers&#39; field to &#39;no&#39;, a table will then appear below. Here, in the table, add in the customers the agent has access to. It is important to note this customer access can also be inherited from the agent&#39;s role, any access set at the role will override the settings here (against the agent).&nbsp;</p><p><br></p><p>To set this at role level head to configuration &gt; teams and agents &gt; roles &gt; select a role &gt; permissions &gt; client restrictions section.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxODJlOWJhLWFmYTctNGIxMi1hODAyLWE5YWQyNzAxYjIyMiJ9.W0L6cYBbm3kvmQGQu32WbwwPm8sPWR3ws-hVh72m9oI" class="fr-fic fr-fil fr-dib" width="1425" style="width: 1427px; height: 552.873px;" height="553"></p><p><strong><span style="font-size: 10pt;">Fig 3. Set Customer Restrictions at Role Level</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Teams</span></strong></p><p>If a Co-managed agent is a member of a team containing non co-managed agents, the co-managed agent will be able to see unassigned tickets in this team (only for the customer they have access to). But they will not be able to see any non co-managed agents in this team, or their tickets. Therefore, you do not need to create a new team specifically for your co-managed agents, they can work out of your existing teams without seeing agent/customer data they do not have access to.&nbsp;</p><p><br></p><p>Additionally, two co-managed agents who are in the same co-managed customer group do not need to be in the same team in order to see each other&#39;s tickets, they will still be able to see the tickets the other agent has in the &#39;tickets by agent&#39; view.&nbsp;</p><p>&nbsp;</p><p><span style="font-size: 14pt;"><strong>Assigning Tickets between Co-managed and non co-managed agents&nbsp;</strong></span></p><p><strong>Tickets assigned from co-managed agents</strong></p><p>In order for Co-managed agents to assign a ticket to a normal agent you will need to create an action for them to use to be able to do this.&nbsp;</p><p><br></p><p>Head to configuration &gt; tickets &gt; actions &gt; new, create an action with the following configuration:</p><ul><li>System use = no system use</li><li>Default team = Choose the team you want the ticket to be re-assigned to&nbsp;</li><li>Default agent= Choose the agent from this team you want the ticket to be assigned to</li></ul><p>Once the action is created ensure it is added to the relevant workflows.&nbsp;</p><p><br></p><p>Re-assigning a ticket using an action will mean the co-managed agent will be able to re-assign the ticket to a team they do no have access to. However, this also means once the ticket is re-assigned the co-managed agent will not be able to see/access the ticket. If you would like the agent to be able to see the ticket after re-assigning you will need to add the co-managed agent to the team they are re-assigning to, but with limited access.&nbsp;</p><p><br></p><p>To agent to a team with limited access head to configuration &gt; teams and agents &gt; agents &gt; select the Co-managed agent &gt; department and teams tab. Here, within the &#39;Teams&#39; table you will need to add the agent to the team they will escalate tickets to. When adding a team first input the team name, then determine the team membership using the checkboxes.&nbsp;</p><p><br></p><p>De-selecting all the boxes except &#39;Can see Unassigned tickets for this Team&#39; will result in the agent being able to assign tickets to the &#39;unassigned&#39; que in this team.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NDE2ZmQwLTE0N2UtNGY2MC1hZjgzLTYwZmJjYWZkZGE0MSJ9.JdQTcLmnc1Dj5_032tV_d9g4R1syr9Au9ObWE6daeJE" class="fr-fic fr-fil fr-dib" width="528" style="width: 530px; height: 372.161px;" height="372"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding agent to a team- limited membership</span></strong></p><p><br></p><p>This means after re-assigning a ticket they can then go into the other team&#39;s unassigned que and still be able to view the ticket here. Once the ticket is assigned to another agent they will no longer be able to see it.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Assigning tickets to Co-Managed Agents</span></strong></p><p><span style="font-size: 11pt;">Normal agents can assign tickets to co-managed agents in the same way as outlined above, using a pre-configured action.&nbsp;</span></p><p><br></p><p><strong><em>Note: &nbsp;Agents will not be able to assign a ticket to a co-managed agent if the ticket is for a customer that the co-managed agent does not have access to.</em></strong></p><p><br></p><p>If your co-managed agents have access to see agents within your organisation you may want to restrict them being able to re-assign tickets that are currently assigned to a non-comanaged agent. Head to configuration &gt; tickets &gt; general settings, here you can enable the setting shown in figure 5.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1MjBiNDBmLTVmOGMtNGU2My1iZDliLTdiZjc3ZDJhYjRmZCJ9.-F9Nkbj1_e5s57pLjKAMFOFcqNVW9edHBHIjqrri86Y" class="fr-fic fr-fil fr-dib" width="642" height="97"></p><p><strong><span style="font-size: 10pt;">Fig 6. &#39;Agents using Co-managed functionality cannot re-assign Tickets from non Co-managed Agents&#39;&nbsp;</span></strong></p><p><br></p><p>When enabled, any agents that are marked as co-managed will not be able to re-assign tickets currently assigned to a non co-managed agent. They will still be able to re-assign unassigned tickets and tickets assigned to another co-managed agent.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Viewing Actions on Tickets</span></strong></p><p>If a non co-managed agent completes an action on a ticket that a co-managed agent has access to the co-manged agent will be able to see the name of the agent who completed the action (not their profile photo) and the type of action they completed. However, they will not be able to see the time spent on the action, or any billing information such as the charge type. Co-managed agents will also not be able to see the &#39;billing&#39; tab against the ticket.&nbsp;</p><p><br></p><p>Similarly, when a co-managed agent completes an action on a ticket the &#39;time spent&#39; and &#39;charge type&#39; field will not be visible for them, even if set against the action. This means time tracking and billing details will be kept private.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Allow Co-Managed agents to log time on actions</span></strong></p><p>Co-managed agents can be given the ability to log time on actions, useful if they are using Halo for time tracking. &nbsp;</p><p><br></p><p>To enable this, head to Configuration &gt; Tickets &gt; General Settings &gt; &quot;Allow co-managed agents to log time&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4MmQwMDExLWE1YmYtNDVmNi1iNTIzLTY5OGVlNGQzNjQzYyJ9.5fS-o6lNDyQYl_9qUFtK_b6F6eLkS7ur1m-JRKkDHmw" class="fr-fic fr-fil fr-dib" width="669" style="width: 671px; height: 282.772px;" height="283"></p><p><strong><span style="font-size: 10pt;">Fig 7. Allow co-managed Agents to Log Time</span></strong></p><p><br></p><p>When enabled the &quot;Time Spent&quot; field will be visible to the co-managed agent and they will be able to log time using this field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NGE1ODgyLTgyZTEtNDM3Ny1iY2UyLWY1ZGRiYWJkODQyOSJ9.mUPsB6DJEgd0k1sruYd5yC8LbMlP4KT55hL4ys1-VZE" class="fr-fic fr-fil fr-dib" width="930" style="width: 932px; height: 278.677px;" height="279"></p><p><strong><span style="font-size: 10pt;">Fig 8. Time Taken field on Action</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Allow Co-Managed agents to edit actions</span></strong></p><p>Co-managed agents can also be given the ability to edit actions, useful if you would like them to be able to edit their actions after they have been logged.&nbsp;</p><p><br></p><p>To do this the agent will need the following permissions:</p><ul><li>Editing of Actions - Can edit own actions only</li></ul><p>When this permission is give the agent will be able to edit their own action and see the &quot;Time Tracking&quot; tab, here they can adjust the time they logged on the action.&nbsp;</p><p><br></p><p><strong><span style="color: rgb(235, 107, 86);">Important: If this is enabled, the co-managed agent will be able to see the billable details of other agent&#39;s actions when editing their actions. They will only be able to view, not edit, the details.&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Email Processing</span></strong></p><p>By default emails from co-managed IT agents will be processed in the same was as normal agents. To have emails from co-managed agents be processed in the same way as end user emails instead head to Configuration &gt; Email &gt; General Settings, and enable &#39;Emails from Co-managed Agents are treated as Users&#39;.</p><p><br></p><p>This is useful if you have a agent specific email settings enabled that you would not like to apply to co-managed agents. For example, if you have &#39;Agent updates via Email are hidden from End-Users&#39; enabled and &#39;Emails from Co-managed Agents are treated as Users&#39; enabled, email updates from agents will be hidden from the end user, unless the update is from a co-manged agent. As the co-managed agent emails are processed in the same way as end user emails this will be visible to the end user:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNDVjMjhlLWQ2OTktNDVmNC1hMTY3LTBlMGQ1MWE0MWRlOSJ9.5lMV-GRScSkpouZeWWOcU3UYoWQnB-jYRJZmiURsKtk" class="fr-fic fr-fil fr-dib" width="711" height="178"></p><p><strong><span style="font-size: 10pt;">Fig 9. Incoming Email Setting for Co-managed Agents</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Restrict Module Access</span></strong></p><p>Your Co-managed agents will likely not need access to as many modules as your standard agents. Module access can be restricted using a custom navigation menu. These can be configured in configuration &gt; advanced settings &gt; screen layout profiles &gt; change entity to navigation menu, here you can create a new profile to determine what modules appear on the navigation menu for the agent. Then ensure you assign this profile to the co-managed agents.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>FAQ lists</strong></span></p><p>Co-managed agents will only be able to see FAQ lists that have &#39;show for all users&#39; enabled, regardless if &#39;show for all agents&#39; is enabled.&nbsp;</p><p><br></p><p>If you do not want this FAQ list to be visible for all your users you can restrict this by customer. Disable &#39;show for all users&#39; then you will have an option to set customers that can view the FAQ list. Only customers added into this field will be able to see this FAQ list. Co-managed agents that have this customer set as their &#39;Co-managed IT&#39; customer (or customer group override) will be able to see this FAQ list too.&nbsp;</p><p>In the figure 6 example, all agents will be able to see this FAQ list, except co-managed IT agents. Unless the co-managed agent is for Acorn construction as this customer does have access to the FAQ list.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0NTNkYzVmLTk1NjUtNGNlMS1iOWYwLWVmMTMxMzJlZTliYSJ9.XST6bPKaRamks_161dbIPuofe0RjjCxoGP1UQmpm-rg" class="fr-fic fr-fil fr-dib" width="1160" style="width: 1162px; height: 620px;" height="620"></p><p><strong><span style="font-size: 10pt;">Fig 10. Restricting FAQ list example</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting Access for Co-managed IT agents</span></strong></p><p>It is possible to give co-manged agents access to the reporting suite, and only be able to access data for their respective customer(s). This can be done using pre-set data sources. For more information on how to do this see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2270/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Worked example - Setting up Co-managed IT agents</span></strong></p><p>I have two external agents who will be supporting the customer &#39;Acorn construction&#39; only. These agents need to be able to see each other&#39;s tickets but I do not want them to see any of my other agents or customers.</p><p><br></p><p>I create a role for these agents, in this role I set their general permissions. Then I set the customer group override to be &#39;Acorn construction&#39; and &nbsp;set their accessible customers to be &#39;Acorn construction&#39; only.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljM2Q0NmIyLTBiMzAtNGE4Mi04NWNlLTQ5NTJmNDcyODIzZiJ9.bTDXoulCwgc_s42XvB0hXVPyJ1aEqO5rkyFh8G5eQyE" width="1343" style="width: 1345px; height: 754.94px;" height="755" class="fr-fic fr-dii"></p><p><strong>Fig 11. Permissions Example</strong></p><p><br></p><p>Now, I will assign my Co-managed agents to this role.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0NmFkYjI5LWU4NGUtNDFmYy1iMjI0LWVhNDYwZjJhM2I0YiJ9.77Zv4ZFS6qWX30HVH8117Bvf_0ppQmtGM55UGSU-GxY" style="width: 537px;" width="753" height="418" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Role Assignment</span></strong></p><p><br></p><p>I am going to give the agent Amir membership to the 1st line support team, as this is the team he will be working out of, I will also add him to the 2nd line support team (with limited membership) so he can escalate (re-assign) tickets to agents in this team.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlYmUzYWU5LWEzMDUtNDY5Zi1iNWIyLWQ3NTgyNDllNzI4YiJ9.n_DNpF6tFDe8jj2eutk6G5uP71H82vx31SUAQYVZ0yQ" width="1293" style="width: 1295px; height: 614.379px;" height="614" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 13. Amir&#39;s Department/ Team Access</span></strong></p><p><br></p><p>I am going to add Patricia to the 1st line support team only as this is the team she will be working from.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxMjI4MTRlLWM4YjYtNDc5ZC1iMWY4LTk2ZTRhMDg2MzViMyJ9.5fyHunr7FWjlSKiDbV71yVuI250hN8w7i-1AaMKz_2I" width="1242" style="width: 1244px; height: 520.021px;" height="520" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 14. Patricia&#39;s Department/ Team Access</span></strong></p><p><br></p><p>Amir will now be able to see unassigned tickets in the 1st line support team, and Patricia&#39;s tickets. But only for the customer Acorn Construction.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MTE2ZjYwLTc4MzktNDQwYy04NGY5LWU3ZGE4OGE3YjAyMSJ9.cQoHpHAaZJnxqllnsfAsSUOH7MRh6k-3fMTN7zCrKB0" width="853" style="width: 855px; height: 530.562px;" height="531" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Amir&#39;s Ticket List View</span></strong></p><p><br></p><p>Amir will be able to re-assign a ticket to the unassigned agent in the 2nd line support team as he is in this team but will no longer be able to see this ticket once it is in this team. This is because &#39;Can see Unassigned Tickets for this Team&#39; was disabled for his membership to this team.&nbsp;</p><p><br></p><p>Patricia will now be able to see tickets in the 1st line support team that are unassigned, assigned to her, or to Amir. She will not be able to re-assign tickets to the 2nd line support team as she does not have membership to this team.&nbsp;</p><p><br></p><p>If they navigate to any other modules in Halo they will only be able to see data related to Acorn Construction as this is the only customer they have access to.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5ZjlmZDYwLWQwMGUtNDQ2ZC1hOGE4LTBhMmE0ZjlhZWI2OSJ9.ffXkm9cF4vTHP9qT5tPcsidt-SU6wcIsqrCiykOk2t0" width="1428" height="640" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 16 Amir&#39;s Customer List</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ZTlmMDQ2LTc5MDUtNDAwNC1hODJlLTE5ZmE3ODI3MjU2YSJ9.wvPxFIbW3vkWPxxfAoxVHHa_7yzaPqfWwMv06FIGoCs" width="1428" style="width: 1430px; height: 646.353px;" height="646" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Amir&#39;s Asset List</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>- Reporting Suite Basics</strong></p><p><strong>- Walk-Through of a Report</strong></p><p><strong>- Dashboards</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/917" target="_blank" rel="noopener noreferrer">Charts and Graphs in Reports</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1249" target="_blank" rel="noopener noreferrer">Halo In-App Dashboard</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/887" target="_blank" rel="noopener noreferrer"><strong>Reports and Scheduling</strong></a></li></ul><p><br></p><p>The reporting suite is vital to keeping track of your KPI&#39;s and progress. This guide provides an overview of navigating each area. For more information on how to configure each, check out the linked related guides.</p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting Suite Basics</span></strong></p><p>To check out the reporting suite, head to the reporting module on the left-side hand of your screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyODE2ZjkzLTlmOTItNDE3Yi04ZDFhLWZmMjUzZjA0MTdhNiJ9.HjI0FFdRtpA9f1Kdl6zLV5eDF4mY0ToQu1rNq36kTaA" class="fr-fic fr-fil fr-dib" width="1026" style="width: 1026px; height: 495.72px;" height="495.72"></p><p><strong><span style="font-size: 10pt;">Fig 1. Reporting suite.</span></strong></p><p><br></p><p>Out of the box, Halo has created a set of reports that you can use to monitor tickets, agents performance, time tracking, feedback etc.</p><p><br></p><p>All of these are free to use and can be modified to better suit your requirements.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5ZDgwZWQ4LWJkMWEtNGNjMy1hNjA3LWVlZWNkMGRjYWMxOCJ9.tXfzxnWGDi6kwtwNUsiqO0qiZEMYPCGc-larlBjzQIA" class="fr-fic fr-fil fr-dib" width="186" style="width: 186px; height: 274.506px;" height="274.506"></p><p><strong><span style="font-size: 10pt;">Fig 2. Report groups.</span></strong></p><p><br></p><p>The default reports have been categorised accordingly for ease - however there is a search bar if you are looking for a specific report where you can type in the name of the report - or a keyword and it will bring up reports with that word in the title.</p><p><br></p><p>To add or delete report categories, right-click on an existing category, then select the option you&#39;d like to action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmMjgzNWFiLTg5NmUtNDQwOC1iMDZlLTJiOGNhNjQ4ZWEyMyJ9.ab6FO4bKtBpQQ5C5oTYDD519vZjz1gxZHUWX6nLI8Kc" class="fr-fic fr-fil fr-dib" width="231" height="112"></p><p><strong><span style="font-size: 10pt;">Fig 3. View/edit a report group.</span></strong></p><p><br></p><p>We use SQL to generate reports, so if you&#39;re like to try your hand in SQL queries, the Halo reporting suite is a great place to practice. However, if it&#39;s not your thing, and you need a report that you cannot find in your reporting suite.</p><p><br></p><p>Head to the &#39;Online Repository.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0MjU2ZjFjLWI3MzMtNDI4YS1hMDhjLWM2ZmU4NTQyMTMwMiJ9.RAGG9U2y6o2GXB26cb00juEOfK-HTV9Duur5UIUClIg" class="fr-fic fr-fil fr-dib" width="338" height="185"></p><p><strong><span style="font-size: 10pt;">Fig 4. Reporting online repository.</span></strong></p><p><br></p><p>Here, there is a vast library of reports that are available to anyone to add to their collection of reports. When you add the report, it will automatically incorporate your data into the report - with no input required from you! However, if you need additional fields added to this, please let a member of our team know.</p><p><br></p><p>If you can&#39;t find what you are looking for in the online repository, talk to a member of our team who can help you to write the report you require.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Walk-Through of a Report</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1MjU4NDNhLWVmZjMtNDQ0My1iZTQ3LWMzMmQ0YmM3ZTU1YiJ9.y2r0TTjneBl3d7askxNXhztxB2YzG1MEjnYZI6h5XKU" class="fr-fic fr-fil fr-dib" width="772" style="width: 772px; height: 324.809px;" height="324.809"></p><p><strong><span style="font-size: 10pt;">Fig 5. Viewing a report.</span></strong></p><p><br></p><p>When you open up a report, you will see something similar to the above. Of course, the information and fields shown will be different.</p><p><br></p><p>There are a few modifications you are able to make in order to organise the data further, if required.</p><p><br></p><p>If you press &quot;Edit&quot; in the top left, you&#39;ll be presented with several tabs where modifications can be made.&nbsp;</p><p><br></p><p><strong>Details</strong>: Modify the title of the report, description and the report category in belongs in.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiZTRjN2Q5LTU3MTMtNDc5OS1iZWY2LTAyOTRjYjc3Yzk1ZCJ9.rm5hP9RLaZU--eOw11PfmpxWM27QTiDQZLCRUoVb-mA" class="fr-fic fr-fil fr-dib" width="1021" style="width: 1023px; height: 499.774px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 6. Details tab.</span></strong></p><p><br></p><p>You can set a &quot;Report Guide&quot; within this tab. This will provide information at the top when viewing the report, allowing your agents to understand the intention/contents of the report at a quick glance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NDM1YjY4LTk0N2ItNGVjZi05ODAzLWJhM2VkMWExOTFlNiJ9.limQc4DsLNNRsmm2fvUSxyctWrscbVdA2YQfl_R-3jg" class="fr-fic fr-fil fr-dib" width="483" height="315"></p><p><strong><span style="font-size: 10pt;">Fig 7. Report Guide on a report.</span></strong></p><p><br></p><p><strong>Data Source</strong>: Where the SQL is written which generates the report.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4ZDhjNGZjLTA5YTktNDZkZC05ZDc0LWY4ZjIyM2RhZGNlMCJ9.I4KBh2syrmhdnkAVXt-xXEJ1Y6JvDEnfe0JE7n1LrXE" class="fr-fic fr-fil fr-dib" width="1024" style="width: 1026px; height: 236.627px;" height="237"></p><p><strong><span style="font-size: 10pt;">Fig 8. Data Source tab.</span></strong></p><p><br></p><p><strong>Fields</strong>: These are the fields with have been added to the report. In this tab, you can select the field you&#39;d like to group by, if you want to Total or Average any fields, and how you want the columns to be ordered.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlYzQ5OTU3LTZmZTEtNDBlMC05NDQ5LThjOWIwYWRlNjM0YyJ9.5mLV2CpdS_awBZS6p5cfWnbOVJj4t8PJslDw4x0tIYM" class="fr-fic fr-fil fr-dib" width="774" style="width: 774px; height: 259.388px;" height="259.388"></p><p><strong><span style="font-size: 10pt;">Fig 9. Report fields.</span></strong></p><p><br></p><p><strong><em>Note: From version 2.238+, you will be able to choose to exclude null values from the average calculation for fields. This can also be defaulted in Configuration &gt; Reporting &gt; General Settings.</em></strong></p><p><br></p><p>In this example, I&#39;ve grouped the report by author so all the articles by each author show together, and the ordered by descending view count.&nbsp;</p><p>It is also possible to change the positioning of each column by drag and drop to the position you&#39;d like it to show.&nbsp;</p><p><br></p><p><strong>Chart Set-Up</strong>: If you&#39;d like to add a chart to your report, you can do so here. Simply select the chart type from the drop down, select the X and Y axis and give them titles, select a colour scheme (optional) and then press &#39;preview chart&#39; to see the final product.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhYWYzYzAyLWY2NTYtNDZjNy1hODgwLWJhM2YyYmMyYjdhZiJ9.o7OMAxLtjIXuynOlNWBu67kf08iV9nFPGmoU0iSitU0" class="fr-fic fr-fil fr-dib" width="1203" style="width: 1205px; height: 560.818px;" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 10. Chart Setup tab.</span></strong></p><p><br></p><p><strong>Appearance</strong>: If the report is to generated into a PDF, you can set this here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyOWM1MDVjLTE0N2UtNDMxNi05Yjg5LTY1MTkxNzUzODcwYSJ9.dOiZm2Yu2YO_09WeqJL9xJckIir8kBD1joOv4W0RYI4" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 192.181px;" height="192"></p><p><strong><span style="font-size: 10pt;">Fig 11. Appearance tab.</span></strong></p><p><br></p><p><strong>Availability</strong>: Determines access to the report - what agents, that customers/contacts or whether it is published.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMDE1NWU3LWM0OWMtNDllYi1iNzI4LWYwOGU3NWU5Yzk1MSJ9.E4WX0FI1EVm3cYHc3WzSTL8sLzLzxrgJdA4d6GeehwY" class="fr-fic fr-fil fr-dib" width="1127" style="width: 1129px; height: 474.713px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 12. Availability tab.</span></strong></p><p><br></p><p><strong>Scheduled Emails</strong>: If you&#39;d like specific emails to be automatically sent out by email on a schedule, you can set this up in this tab. The set-up process is relatively self-explanatory but if you are in need of assistance, do let us know. Please note that this is dependent on whether a mailbox is set-up on your Halo instance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNjFhMzRmLTJmNTktNDNiNi05NjNiLWM1ZWYyOTQ5MjViZiJ9.A8XR8wKoNR8-DHyYcrNl9hCj2dih056b3AkYC2m5Y5w" class="fr-fic fr-fil fr-dib" width="1197" style="width: 1199px; height: 215.572px;" height="216"></p><p><strong><span style="font-size: 10pt;">Fig 13. Scheduling tab.</span></strong></p><p><br></p><p><strong>Preview Report</strong>: This is where you can see your finished report. If a chart has been created for this report, it will show above the table data.&nbsp;</p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyNzZlNjRlLTYzYjUtNGE3ZC04Zjg0LWYxOTkyY2ZlNGI5YSJ9._ywxLXmUxXUjg5pASjtER1J6S3vLPD13a2nwY-KxZbA" class="fr-fic fr-fil fr-dib" width="853" style="width: 853px; height: 407.239px;" height="407.239"></p><p><strong><span style="font-size: 10pt;">Fig 14. Chart added to a report.</span></strong></p><p><br></p><p>If you have reports that are more important to you than others, you can make use of the &quot;Add to My Reports&quot; action button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2YTNkOWUwLTZjNGEtNGRkZC1hMTQ5LTAyN2M5ODlmZWRlNCJ9.JsL3-_ZK8sEEHHO3POiX1mR2UcVUdUoZyHv_fU6QByw" class="fr-fic fr-fil fr-dib" width="171" height="40"></p><p><strong><span style="font-size: 10pt;">Fig 15. Add to My Reports button.</span></strong></p><p><br></p><p>Using this will file the report into the &#39;My Reports&#39; category, so you can easily access the reports most important to you.</p><p><br></p><p><strong><span style="font-size: 14pt;">Dashboards</span></strong></p><p>Halo also has dashboard functionality, meaning you are able to put all of your most important reports onto a dashboard. This can show on your landing page of Halo, as well on the dashboard module.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4OTgyZjg2LWIxNzktNDEyNC1hNzUwLTM4MGE0N2U3OTk5ZCJ9.8U0moSj_GxE7PDV2bcpQpqS9ZwCNk3Wa5CUFJPSJ6Q8" class="fr-fic fr-fil fr-dib" width="1099" style="width: 1099px; height: 386.415px;" height="386.415"></p><p><strong><span style="font-size: 10pt;">Fig 16. Dashboard example.</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>- Key Terms</strong></p><p><strong>- Understanding the Login Flow</strong></p><p><strong>- Exchanging Metadata</strong></p><p><strong>- Configuring the IdP</strong></p><p><strong>- Debugging a SAML Issue</strong></p><p><br></p><p><br></p><p id="isPasted">This guide aims to help understand Halo&#39;s SAML 2.0 integration. This document focuses mainly on versions past 2.104.1 as many new features were added in this version. Some references to previous versions will be added.</p><p><br></p><p><strong><span style="font-size: 14pt;">Key Terms</span></strong></p><p><strong>Identity Provider (IdP)</strong> - a service that stores and verifies user identity. Examples of identity providers include Azure, Okta, Google, and Shibboleth.</p><p><br></p><p><strong>Service Provider (SP)</strong> - receives and accepts authentication assertions from an IdP. Halo are an example of a service provider.</p><p><br></p><p><strong>Assertion&nbsp;</strong>- an assertion is a message that is exchanged between the IdP and the SP. The assertion contains information allowing the service provider to identify the user that is trying to log in (such as the email address of the user). When configuring the IdP, many of the options you see will vary the format of the assertion and the data that is contained within it.&nbsp;</p><p><br></p><p><strong>Metadata&nbsp;</strong>- metadata files are often exchanged between IdPs and SPs. A metadata file contains information that describes how each provider expects the data in requests to be transferred. For example, an IdP metadata file will contain information about the certificate that will be used to sign any SAML requests/assertions. The SP can consume this metadata file and from it deduce what certificate is going to be signing any requests sent to it via the IdP. If a request was ever then received that has been signed with a different certificate, the login request could be rejected.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Understanding the Login Flow</span></strong></p><p>There are two different types of SAML login flow - an IdP-initiated flow and an SP-initiated flow. IdP-initiated flows are only supported on versions of Halo greater than 2.104.1.</p><p><br></p><p><strong><span style="font-size: 12pt;">SP-Initiated Flow</span></strong></p><p>An SP-initiated flow means that the SP starts the login flow. This means the SP sends an initial request to the IdP. This request will contain a unique identifier which will be referred to later. The user then signs in using the IdP&#39;s authentication service. Once authenticated, the IdP sends a request back to the SP - this request contains an assertion. The SP then validates the assertion and decides whether or not to sign the user into the application.&nbsp;</p><p><br></p><p>One of the properties of the request sent from the IdP to the SP is an <strong>InResponseTo</strong> property. This value is equal to the unique identifier mentioned above that was included in the initial request sent from the SP to the IdP. The SP checks that the value of the InResponseTo property matches the unique value that was sent in the initial request to the IdP. If it doesn&#39;t match, then the SP will reject the login request.&nbsp;</p><p><br></p><p>There are multiple ways of getting the IdP to send back data to the SP, all of which can be configured within the IdP itself. In Halo, we ask that it is sent back via HTTP-POST. We do not support any other methods. If you ever see a message in Halo that refers to a missing or invalid InResponseTo property, then it is very likely the user has used an IdP-initiated flow instead of an SP-initiated flow.</p><p><br></p><p><strong><span style="font-size: 12pt;">IdP-Initiated Flow</span></strong></p><p>An IdP-initiated flow is often referred to as click-to-access. It skips out the initial step of an SP sending a request to an IdP. Instead, the IdP will contain a list of applications that the user should be able to access. The user will navigate to the IdP rather than the SP to start the login flow. Once authenticated, they will select the application they wish to open, which will trigger the IdP to send the login request containing the assertion to the SP (hence the phrase click-to-access).</p><p><br></p><p>IdP-initiated flows are only supported in some identity providers. They are only supported in Halo in version 2.104.1 and above but require extra configuration to make it work. This will be covered later.</p><p><br></p><p>IdP-initiated flows are slightly less secure than SP-initiated flows because no InResponseTo value will be contained in the requests sent from the IdP to the SP.</p><p><br></p><p><strong><span style="font-size: 14pt;">Exchanging Metadata</span></strong></p><p>As mentioned above, it is common practice for SPs and IdPs to exchange metadata files. The idea is that the SP can consume an IdPs metadata file, and the SAML implementation can be automatically configured in the SP, something that we&#39;re about to see. In versions before 2.104.1, we did not support uploading IdP metadata files, so the configuration had to be determined manually.&nbsp;</p><p><br></p><p>Not all IdPs support uploading SP metadata files, which is usually where the integration is configured incorrectly. An example of an IdP that does support uploading SP metadata files is Azure. Okta is an example that doesn&#39;t. We&#39;re going to focus on Okta as an example in this guide.</p><p><br></p><p>In Halo, there are three buttons at the top of the SAML configuration page.</p><p><strong><em>Note: If you cannot find the SAML module, go to &quot;YOURHALOURL/config/integrations/saml&quot;.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxYzNhNjFmLWNiOGYtNDljOS04YmVhLWE3OGQzZWEyNmY1ZiJ9.AUsYXoes-Hvl6VDq7Oz5I0ByX3ZLiA9karqMkVH-y2A" width="858" height="152" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 1. SAML buttons.</span></strong></p><p><br></p><p>Clicking the <strong>Upload IdP Metadata</strong> button will allow you to choose a metadata file downloaded from your IdP.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5NDk0NTkyLWE5ZTctNDc4NC1hMjM4LTUyNTZkMDQzNTBkMyJ9.LTOUb44HCVyp2iQB-lig0AZ5mMbEgAtaQ_KvQbEE6j0" class="fr-fic fr-fil fr-dib" width="1069" style="width: 1071px; height: 389.229px;" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 2. SAML Configuration.</span></strong></p><p><br></p><p>The login URL is the URL where we send our initial request in the SP-initiated flow. The logout URL is where we would send the user if they log out of Halo, but this field is not required.&nbsp;</p><p><br></p><p>The<strong>&nbsp;</strong><strong>X509 Certificate for signature validation</strong> is the certificate that will be used to sign all SAML requests that are sent to us by the IdP. We will examine the requests they send and confirm that the thumbprint in this field matches the thumbprint of the certificate. If you ever see an error message saying that the thumbprint has not matched, then it means that the value stored in Halo is not correct and does not match the certificate used to sign the request from the IdP.</p><p><br></p><p>Clicking the <strong>Download Metadata</strong> button will generate a metadata file for Halo. The content of the metadata file will vary based on the options you have chosen in the <strong>Halo Configuration</strong> section of the setup screen. If you change any of these values, then a new metadata file must be generated.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkYjk4YWZkLTg2OWMtNDZhMS1hYWRlLTYzZDE5ZGI1MGQwZCJ9.TIng8MKyY9Oqmim9-6YmjQHFDDWMAr7GlqkOD4_7bCY" class="fr-fic fr-fil fr-dib" width="1063" style="width: 1065px; height: 697.103px;" height="697"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuration it is based on.</span></strong></p><p><br></p><p>Here is a brief overview of what each field does.</p><p><br></p><p><strong>1. Assertion Endpoint&nbsp;</strong>- this is the endpoint where the IdP should send requests. <strong>/account/samlresponse&nbsp;</strong>and <strong>/account/saml2&nbsp;</strong>should never be used, it is only available for those who implemented SAML with Halo a long time ago. <strong>/account/saml</strong> is the new preferred endpoint. This endpoint uses a new component to help us validate the assertion in a better way. It also provides much more detailed error messages, a full list of possible error messages is provided later in the guide.</p><p><br></p><p><strong>2. Allow single sign-on for agents and/or users</strong> - this field determines whether login via SAML should be available on the agent application, or the end-user portal.</p><p><br></p><p><strong>3.&nbsp;</strong><strong>SAML User matching attribute</strong> - By changing the setting &quot;SAML User matching attribute&quot; to &quot;Custom Attribute&quot; you can specify an attribute other than NameId to match users on when logging in using SAML.</p><p><br></p><p><strong>4. User/Contact Matching Field&nbsp;</strong>- this field determines which Halo field should be used to match the NameId property (or custom attribute) in the SAML assertion. You should always choose<strong>&nbsp;Email Address</strong> unless the customer wants to map a different field to the NameId property in the IdP. Every IdP will have a configuration option allowing you to choose this. Here is the example from Okta.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0YTM0NmE2LTAwMDUtNDYwOS1hZTk4LTQwYmI2ZThjOThhYiJ9.EaYLdB8v8kpa3rAUGmQizB-7PwUm12i2Too_0IPj6GM" style="width: 737px;" width="737" height="197" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Okta example for user/contact matching.</span></strong></p><p><br></p><p><strong>5. Login Button Colour and Logo&nbsp;</strong>- this determines the colour of the login button on the Halo login screen, and also the logo that shows on the button.</p><p><br></p><p><strong>6. Automatically initiate the login flow without showing the Halo login screen&nbsp;</strong>- this means that when navigating to Halo, the user will automatically be redirected to the IdP. This redirect process sends a request from Halo to the IdP, starting the SP-initiated flow.</p><p><br></p><p><strong>7. Sign AuthnRequests send to the identity provider&nbsp;</strong>- enabling this will sign any requests sent from Halo to the IdP using one of our certificates. The details of the certificate that is used will be included in the metadata file that can be generated. Enabling this setting also uses a new component to generate and send the request to the identity provider. We recommend that new SAML implementations use this.</p><ul><li>This will be a dropdown option, allowing you to choose how sign in requests are sent to the IdP. We recommend using &#39;Sign in requests with the default singing certificate (recommended)&#39;. Any customers already using the integration who wish to change to the recommended method will need to re-download the Halo metadata after changing the setting and re-upload it to their identity provider.</li></ul><p><br></p><p><strong>8. Accept login requests that are initiated via the identity provider&nbsp;</strong>- enabling this setting allows IdP-initiated sign-in flows. The only change this makes in Halo is that we no longer check for the InResponseTo property when this feature is enabled.&nbsp;</p><p><br></p><p>To configure an IdP-initiated flow for the Halo agent application, the IdP must be configured so that an additional client_id query parameter is added to the end of the assertion URL (the URL of the SP where the IdP should send the login request).&nbsp;</p><p><br></p><p>If an IdP does not support uploading an SP&#39;s metadata file, then you can click the <strong>IdP Configuration</strong> button. This gives you a few of the basic values that must be added to the configuration in the IdP.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5MTY2ZWE5LWFmNzAtNDgyNy04OTEzLTQ3NTdkNWUwNTk5MyJ9.dtIYaAgVUB_Jv3aU8ZOYm-uBmtR789KBjPNJXqsWBgw" width="765" style="width: 765px; height: 295.433px;" height="295.433" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 5. IdP configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">9. Automatically create unmatched Users that login with SAML but aren&#39;t present in HaloPSA -</span></strong> When enabled any users that login with SAML will have a user account created for them in Halo if one does not exist for them already.</p><ul><li>When using this a default site will need to be provided and if the user matching field is not &#39;Email Address&#39; for SAML then the attribute field that contains the users email will need to be specified in the &#39;Email Custom attribute name&#39; field.</li></ul><p><strong>10. New Users will be matched to a Site based on Site domain matching</strong> - When the above setting (to automatically create unmatched users) is enabled, this setting is available. When enabled any new users that register through the portal will be (created under) matched to a site based on their email domain, in line with site domain matching. Therefore, this is dependent on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1904" id="isPasted" target="_blank" rel="noopener noreferrer">site domain matching</a> being enabled and configured for each site. If their domain does not match a site they will be created under the site set in &#39;Default site for automatically created users&#39;. When disabled any new users that register through the portal will be created under the global default site for new users.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring the IdP</span></strong></p><p>The trickiest part of any SAML implementation is configuring the IdP. Every IdP has slightly different capabilities meaning the configuration and also the language used will also slightly vary between IdPs, although they all conform to the same standards. Using Okta, we will try to cover all of the common options that you may be asked to configure in an IdP. We have ignored settings that are Okta-specific or not important.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhZjE1N2JiLWNlYTYtNGE2Ny1iM2ZmLTI5OTU1MTFlNjRiZiJ9.bjxzWXPjfSu6wNFmqZyRbQ5J_8_bCf7PnacuxkyyP1M" class="fr-fic fr-fil fr-dib" width="707" style="width: 709px; height: 515.042px;" height="515"></p><p><strong><span style="font-size: 10pt;">Fig 6. SAML Settings.</span></strong></p><p><br></p><p><strong>1. Single Sign-On URL (Assertion/Assertion Consumer Service URL)&nbsp;</strong>- this is the URL where the IdP sends data back to once the user has signed in using the IdP authentication service. It is always your Halo auth server URL followed by your chosen endpoint (for new cons we always recommend using /auth/account/saml). If configuring an IdP-initiated flow, then there would be an additional query string on this.</p><p><br></p><p><strong>2. SP Entity ID (Audience URL)</strong> - this is the URL of your Halo instance. It is NOT the URL for the auth server, just the instance.&nbsp;</p><p><br></p><p><strong>3. Name ID Format&nbsp;</strong>- this is the value that will be mapped to the NameId property in any SAML assertions sent from the IdP. We always recommend choosing Email Address, as described above.</p><p><br></p><p>The following advanced settings are also important:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiNTAyMjAyLWJhMmQtNDFkZC04NDQwLWU5NDZhYTkyYzVmZSJ9.-e8a3Cef1LwNaJmSW1mV9C7jHkeUcK9FXSNlZVNNNdM" width="721" height="544" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 7. Advanced settings.</span></strong></p><p><br></p><p><strong>1. Response&nbsp;</strong>- this property is asking if the SP wants the response that is sent to it from the IdP to be signed with a certificate. The answer is always yes. It is a requirement of SAML that at least the response or the assertion is signed by the IdP.&nbsp;</p><p><br></p><p><strong>2. Assertion Signature&nbsp;</strong>- same as above, but asking if we want the assertion to be signed. This should also always be yes - Halo code specifically checks to see if the assertion has been signed correctly.</p><p><br></p><p><strong>3. Signature/Digest Algorithm</strong> - this should always be SHA-256.</p><p><br></p><p><strong>4. Assertion Encryption&nbsp;</strong>- we do not currently support encrypted assertions. We will be adding support for this at a later date. Encrypting assertions adds an extra layer of security to the sign-in process by encrypting the request which is sent from the IdP to the SP as well as signing it.</p><p><br></p><p><strong>5. Signature Certificate and Signed Requests&nbsp;</strong>- if you wanted to, you could upload the certificate that we use to sign our SAML requests and then enable Signed Requests. This means Okta would verify that our requests are being signed with the uploaded certificate, adding an additional layer of security. In many instances, this would be done by uploading our SP metadata into the identity provider. Unlike for IdPs, it is not a requirement for the SP to sign their SAML requests, so you do not need to do this. We recommend to make sure that the login process first works without the IdP checking for signed requests. Once you&#39;re happy it&#39;s working, you can then look to enable the feature.</p><p><br></p><p><strong><span style="font-size: 14pt;">Debugging a SAML Issue</span></strong></p><p>Here are all of the possible errors and how to resolve them:</p><p><br></p><table style="width: 96%; margin-left: calc(4%);"><tbody><tr><td style="width: 50.0000%;"><strong>Error Message</strong></td><td style="width: 50.0000%;"><strong>What is the resolution?</strong></td></tr><tr><td style="width: 50.0000%;">The SAML module has not been enabled.</td><td style="width: 50.0000%;">Enable the module.</td></tr><tr><td style="width: 50.0000%;">The SAML request was denied by the identity provider</td><td style="width: 50.0000%;">This message will be followed by an error returned from the IdP. The error will indicate what part of the Halo SAML request the IdP does not like, which should direct the user to the appropriate invalid configuration in their IdP.</td></tr><tr><td style="width: 50.0000%;">The SAML response is not signed.</td><td style="width: 50.0000%;">Make sure SAML requests are being signed by the IdP. There should be a setting for this, or it will be done by default.</td></tr><tr><td style="width: 50.0000%;">Encrypted assertions are not supported.</td><td style="width: 50.0000%;">Disable encrypting of assertions in the IdP.</td></tr><tr><td style="width: 50.0000%;">SAML response does not include an assertion property.</td><td style="width: 50.0000%;">This means that the request from the IdP is not a valid SAML request. You should never see this error message.</td></tr><tr><td style="width: 50.0000%;">Invalid certificate.</td><td style="width: 50.0000%;">The SAML response from the IdP does not contain certificate data. Make sure that the IdP is signing both the SAML request and the assertion. It&#39;s unlikely you&#39;ll encounter this error.</td></tr><tr><td style="width: 50.0000%;">Invalid signature.</td><td style="width: 50.0000%;">The signature for the SAML request/assertion is not correct. This means the signature in the request has been signed using a different certificate than the one it says it&#39;s using in the request. Again, just make sure that the IdP is signing both the SAML request and the assertion. It&#39;s unlikely you&#39;ll encounter this error.</td></tr><tr><td style="width: 50.0000%;">Invalid InResponseTo value. IdP-initiated sign-ins can be enabled in the SAML module.</td><td style="width: 50.0000%;">The SAML assertion does not contain an InResponseTo value, and IdP-initiated flows have not been enabled in Halo. You need to either use an SP-initiated flow or correctly configure the IdP-initiated flow. This is the other common issue.</td></tr><tr><td style="width: 50.0000%;">The assertion has expired.</td><td style="width: 50.0000%;">You should never see this error. It is there to prevent old assertions from being used, which usually indicates a malicious request.</td></tr><tr><td style="width: 50.0000%;">The audience condition has not been matched.</td><td style="width: 50.0000%;">The entity ID configured in the IdP has been configured incorrectly. Make sure it is your Halo instance URL, not the auth server URL. Make sure this is all lower case, without a trailing slash on the end.</td></tr><tr><td style="width: 50.0000%;">The assertion does not contain a valid NameId property.</td><td style="width: 50.0000%;">This usually means the NameId property has not been configured at all in the IdP, or <strong>Unspecified&nbsp;</strong>may have been chosen as the NameId format. Make sure email address or another valid value is chosen.</td></tr><tr><td style="width: 50.0000%;">Unable to find return URL.</td><td style="width: 50.0000%;">This error indicates that the response does not contain an InResponseTo property, so an IdP-initiated flow has been used. However, the IdP-initiated flow has not been configured correctly - the client_id query parameter has not been added to the end of the assertion URL or the client_id is incorrect. Follow the section of this document on how to enable IdP-initiated flows.</td></tr><tr><td style="width: 50.0000%;">Error in SAML configuration or user not found</td><td style="width: 50.0000%;">This error should only show now when the user cannot be found in the Halo database using the NameId property of the SAML request. You should make sure the user does actually exist in the database.</td></tr></tbody></table><p><br></p><p>For further assistance please contact the Halo support team.</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; Organisations &gt; Select Organisation</strong></p>

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margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 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";line-height: 1.5;width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { background-color: $ORCOLOUR; color: #ffffff; 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 $ORCOLOUR; } </style><p><strong><u><span style="font-size: 18pt;">Top Bar</span></u></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 13.9925%; 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: 52.7476%; 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="">Edit</td><td style="width: 13.9925%;">Button</td><td style="width: 52.7476%; text-align: left;"><span id="isPasted" style="color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(250, 250, 250); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Enables edit mode, and saves changes made.</span><br></td></tr><tr><td style="width: 33.3333%;" id="">Change Logo</td><td style="width: 13.9925%;">Button</td><td style="width: 52.7476%; text-align: left;">Opens up a menu for uploading an image to use as a Logo for the Organisation.</td></tr></tbody></table><p><strong><u><span style="font-size: 18pt;">Details</span></u></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 13.9076%; 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: 52.7591%; 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: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Organisation name, used for email/PDF templates.</td></tr><tr><td style="width: 33.3333%;" id="address">Address</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Main office address, used for email/pdf templates &amp; self-service portal footer.</td></tr><tr><td style="width: 33.3333%;" id="phone">Phone Number</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Main contact phone number for organisation, used for email/pdf templates &amp; self-service portal footer.</td></tr><tr><td style="width: 33.3333%;" id="email">Email Address</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">primary contact email for organisation, used for email/pdf templates &amp; self-service portal footer.</td></tr><tr><td style="width: 33.3333%;" id="website">Web Site</td><td style="width: 13.9076%;">URL</td><td style="width: 52.7591%;">Organisation web address, used for email/pdf templates &amp; self-service portal footer.</td></tr><tr><td style="width: 33.3333%;" id="bank_details_line_1">Bank Details Line N</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Individual bank details for your Organisation(s), more useful for multi-tenancy where this would want to be seperate for each one.</td></tr><tr><td style="width: 33.3333%;" id="tax_number">Tax Number</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Tax Number for your Organisation, helpful for billing defaults.</td></tr><tr><td style="width: 33.3333%;" id="">Portal URL</td><td style="width: 13.9076%;">(Read only if hosted) URL</td><td style="width: 52.7591%;">Self-Service Portal URL</td></tr><tr><td style="width: 33.3333%;" id="portal_title">Portal Colour</td><td style="width: 13.9076%;">Hex colour code</td><td style="width: 52.7591%;">Portal color theme, primarily returned as background colour for navigation bar (header) &amp; menu button icons.</td></tr><tr><td style="width: 33.3333%;" id="portal_logo">Portal Logo</td><td style="width: 13.9076%;">Image</td><td style="width: 52.7591%;">Logo returned in the top left-hand corner of Self-Service Portal. If unset, organisation logo is used.</td></tr><tr><td style="width: 33.3333%;" id="portalbackgroundimageurl">Portal home screen background image URL</td><td style="width: 13.9076%;">URL</td><td style="width: 52.7591%;">The image returned when navigating to this URL will be used as the background for the home screen of the Self-Service portal.</td></tr><tr><td style="width: 33.3333%;" id="messagegroup_id">Message Group</td><td style="width: 13.9076%;">Single Select</td><td style="width: 52.7591%;">Defines the set of email templates to be used when sending emails via this organisation.</td></tr><tr><td style="width: 33.3333%;" id="reply_address">Reply Address</td><td style="width: 13.9076%;">Free Text</td><td style="width: 52.7591%;">Emails from any customer to this organisation, will have the address they are sending to automatically default to the reply address set here. For example if this is set to the support@ email address and the user emails to sales@ email address, as the email comes into Halo, its &quot;To&quot; address will change to this default.</td></tr></tbody></table>

<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>Configuration &gt; S</strong><strong>ales &gt; General Settings</strong></p></div>

<head><style> .chartjs-size-monitor { display: none !important; height: 0 !important; overflow: hidden !important; }p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style></head><body><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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; } </style> <style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 14.1359%; 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: 52.5308%; 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_opp_tickettype_id">Default Ticket Type for New Opportunities<br></td><td style="width: 14.1359%;">Single Select</td><td style="width: 52.5308%; text-align: left;">The Opportunity (Sales) Ticket Type selected here will be used as a default when creating new Opportunities (in the agent app) from a ticket area that has the &#39;Use&#39; of &quot;Opportunities&quot; (may also be called &quot;Sales&quot;). The ticket type logged can still be chosen when logging manually but this acts a the default. A default can also be set per area.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="default_site_opps">Default Customer/Site for New Opportunities<br></td><td style="width: 14.1359%;">Single Select</td><td style="width: 52.5308%; text-align: left;">The Site selected here will be the default for any new Opportunities. It&#39;s recommended that this is a generic Site, unrelated to any specific Client.</td></tr><tr><td style="width: 33.3333%;" id="defaultfornewopportunityuser">Default Contact type for new Opportunity<br></td><td style="width: 14.1359%;">Single Select</td><td style="width: 52.5308%; text-align: left;">The contact type selected here will be the default applied to any new Opportunities. This can still be changed upon creation manually.</td></tr><tr><td style="width: 33.3333%;" id="showallforopplink">Allow Opportunities to be linked to both Opportunities and Tickets<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, Opportunities can be linked to Tickets as well as other Opportunities. Else, they will only be able to be linked to Tickets.</td></tr><tr><td style="width: 33.3333%;" id="show_pipeline_stages">Enable Pipeline Stages<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">Pipeline stages act as a sub-category for the classification of a stage in a process. When enabled, this information will show on Opportunities, below the Status field, and will be configurable on Workflow Steps. The main functionality is that when the opportunity is set to a stage, the step this stage is attached to will be automatically applied.<br><a href="https://usehalo.com/haloitsm/guides/2021" rel="noopener noreferrer" target="_blank">Pipeline Setup Guide</a></td></tr><tr><td style="width: 33.3333%;" id="pipelinestages">Pipeline Stages</td><td style="width: 14.1359%;">Button</td><td style="width: 52.5308%; text-align: left;">This will open up the menu for creating and configuring Pipeline Stages. These are purely descriptive, and their functionality only becomes apparent when they are applied to workflow steps.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="default_pipeline_stage">Default Pipeline Stage for Opportunities<br></td><td style="width: 14.1359%;">Single Select<br></td><td style="width: 52.5308%; text-align: left;">This will be the Pipeline Stage that Opportunities will start on when first created.</td></tr><tr><td style="width: 33.3333%;"><p data-pasted="true">Default closure pipeline stage</p></td><td style="width: 14.1359%;">Single Select<br></td><td style="width: 52.5308%; text-align: left;">This will be the Pipeline Stage used when an Opportunity is merged or manually closed &nbsp;outside of a workflow. &nbsp;</td></tr><tr><td style="width: 33.3333%;" id="oppvalue_from_quote">Profit and value of Opportunities is from the linked quotation<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, the Profit and Value fields of the Opportunity will be inherited from the appropriate values on the quotation once it has been generated further down the workflow.</td></tr><tr><td style="width: 33.3333%;" id="hide_default_opps_area">Hide the default opportunity Ticket area<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, the Area on the left hand side navigation panel for &quot;Opportunities&quot;, (which was present on deployment and will only be visible if the Sales module is enabled), will be hidden. Often clients may create their own Area for this, with their own preferred filters.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="hide_opps_treeview_menu">Hide the Opportunities treeview menu by default<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, the Tree Menu, I.e. the left hand side navigation menu where you can select your view, will be collapsed by default.</td></tr><tr><td style="width: 33.3333%;" id="closurecategoryopps">Closure Category (Formerly Contract Statuses)</td><td style="width: 14.1359%;">Button</td><td style="width: 52.5308%; text-align: left;">This will open up the menu for creating and modifying lookup codes for th closure category. When closing off an opportunity, you can choose i.e. &quot;closed-won&quot; the values to choose from can be created here.</td></tr><tr><td style="width: 33.3333%;" id="copy_attachments_area">Copy attachments from Opportunities to new customer record<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, should a new Customer Record be created off the back of an Opportunity, that Customer will inherit any documents attached to that Opportunity.</td></tr><tr><td style="width: 33.3333%;" id="show_enduser_details_opps">Show End-User details instead of Contact Details on Opportunities for existing Customers<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When checked, should an End-User be present on the system that has the same email address as the Opportunity Contact, then the End-User details will be shown on the Opportunity, not the Contact&#39;s.</td></tr><tr><td style="width: 33.3333%;" id="truncate_salesmb_reply_chain">Hide email chain on Sales Mailbox Actions<br></td><td style="width: 14.1359%;">Checkbox<br></td><td style="width: 52.5308%; text-align: left;">When enabled, the email chain pulled through from the sales mailbox integration, will not show. Meaning that you will not see the entire chain per action, as each update to a ticket will show the entire chain.</td></tr><tr><td style="width: 33.3333%;" id="use_prospects">Use Accounts and Prospects for Opportunities<br></td><td style="width: 14.1359%;">Checkbox</td><td style="width: 52.5308%; text-align: left;">When enabled, &quot;Client-like&quot; records can be made for potential sales, where the information is stored directly against them instead of the sales ticket.<br><br>For more information on this, check out <a href="https://www.usehalo.com/guides/2274" target="_blank" rel="noopener noreferrer"><strong>this guide</strong></a>.</td></tr></tbody></table></div></body>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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><div><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><div><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Creating an API Application</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating an API-Only Agent</strong></span></p><p><strong><span style="font-size: 11pt;">- Creating a Custom Integration</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating an API Application</span></strong></p><p><span style="font-size: 11pt;">Within Halo you can create an API Application and then a custom integration, in order to perform GET&#39;s, POST&#39;s, etc... to API Endpoints in your Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For the purposes of this guide, the custom integration will be integrating with Halo, to do this, first head over to Configuration&gt;Integrations&gt;Halo API&gt;Applications and click &quot;New&quot; on the top right.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MWY5Y2U2LWU2YTAtNDAxNC04M2E4LTc0ZjdjOWRjNTY0ZCJ9.pbSwyoyjnyrpYzWF7GG6fn5YEIoITkPboNa0kQoFo5g" class="fr-fic fr-fil fr-dib" width="756" style="width: 756px; height: 236.618px;" height="236.618"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Halo API module</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkZmE2N2NlLWRlOGQtNDNiNS1iYmIzLTViNTQ0YjFhZGEyNyJ9.rcibUIKSqRFDyR9ay9fyDJmHPnJeRoWFmmlnn8YtVZk" class="fr-fic fr-fil fr-dib" width="759" style="width: 759px; height: 423.976px;" height="423.976"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. View applications button</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Read the below instructions before configuring your API Application.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzZjlhMjNkLWQwMDEtNGIwZi04Y2JhLWVmMDJiMDRjYjlhYyJ9.7ULwYYu2b0RuuZaL0VdhjoeLQw339G4qX71n-yycZtY" class="fr-fic fr-fil fr-dib" width="976" style="width: 976px; height: 577.292px;" height="577.292"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. New API application</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Creating an API-Only Agent</strong></span></p><p><span style="font-size: 11pt;">In Halo, navigate to Configuration &gt; Teams &amp; Agents &gt; Agents and create an Agent that you will use for the integration.</span></p><p><br></p><p><span style="font-size: 11pt;"><a href="https://downloads.intercomcdn.com/i/o/1009600102/6b9d2578fdc37908719de83c/image.png?expires=1721639700&signature=6fd3be992b9a4fa16f0d4ea3beb971216433dfec5a031c4c6be3d5f6f879431e" rel="noreferrer nofollow noopener" target="_blank" style="box-sizing: inherit; color: var(--primary-color); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; user-select: auto; font-family: Arial, Helvetica, 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: break-spaces; border: 0px solid rgb(229, 231, 235); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-pan-x: ; --tw-pan-y: ; --tw-pinch-zoom: ; --tw-scroll-snap-strictness: proximity; --tw-gradient-from-position: ; --tw-gradient-via-position: ; --tw-gradient-to-position: ; --tw-ordinal: ; --tw-slashed-zero: ; --tw-numeric-figure: ; --tw-numeric-spacing: ; --tw-numeric-fraction: ; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; --tw-blur: ; --tw-brightness: ; --tw-contrast: ; --tw-grayscale: ; --tw-hue-rotate: ; --tw-invert: ; --tw-saturate: ; --tw-sepia: ; --tw-drop-shadow: ; --tw-backdrop-blur: ; --tw-backdrop-brightness: ; --tw-backdrop-contrast: ; --tw-backdrop-grayscale: ; --tw-backdrop-hue-rotate: ; --tw-backdrop-invert: ; --tw-backdrop-opacity: ; --tw-backdrop-saturate: ; --tw-backdrop-sepia: ; --tw-contain-size: ; --tw-contain-layout: ; --tw-contain-paint: ; --tw-contain-style: ;" id="isPasted"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkYzJmODYzLTFkM2UtNDM1Yy1hYzc5LTA5MDA1YjAzY2I4NyJ9.XF03iFA26qCjU0bpovHaDaejo6rB4eP7imr4-MO9RrE" width="587" style="box-sizing: inherit; border: 0px solid rgb(229, 231, 235); cursor: pointer; padding: 0px 1px; user-select: none; max-width: none; min-width: 10px; --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-pan-x: ; --tw-pan-y: ; --tw-pinch-zoom: ; --tw-scroll-snap-strictness: proximity; --tw-gradient-from-position: ; --tw-gradient-via-position: ; --tw-gradient-to-position: ; --tw-ordinal: ; --tw-slashed-zero: ; --tw-numeric-figure: ; --tw-numeric-spacing: ; --tw-numeric-fraction: ; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; --tw-blur: ; --tw-brightness: ; --tw-contrast: ; --tw-grayscale: ; --tw-hue-rotate: ; --tw-invert: ; --tw-saturate: ; --tw-sepia: ; --tw-drop-shadow: ; --tw-backdrop-blur: ; --tw-backdrop-brightness: ; --tw-backdrop-contrast: ; --tw-backdrop-grayscale: ; --tw-backdrop-hue-rotate: ; --tw-backdrop-invert: ; --tw-backdrop-opacity: ; --tw-backdrop-saturate: ; --tw-backdrop-sepia: ; --tw-contain-size: ; --tw-contain-layout: ; --tw-contain-paint: ; --tw-contain-style: ; height: 778.968px; width: 573px;" class="fr-fic fr-fil fr-dib"></a></span><span style="font-size: 10pt;"><strong>Fig 4. New agent</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">Make sure the Agent has the Administrator Role, as displayed above.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">It is also important to turn on API-only Halo Agent (This is found just below the roles input on the details tab of an 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).</span></p><p><span style="font-size: 11pt;">&nbsp;<a href="https://downloads.intercomcdn.com/i/o/1084855071/e11c432a4e173126bce813e2/image.png?expires=1721639700&signature=274e5ea70e23f824b82ef2b71315412fb9708546d3161336e33ff7043833bf2f" rel="noreferrer nofollow noopener" target="_blank" style="box-sizing: inherit; color: var(--primary-color); background-color: rgb(255, 255, 255); touch-action: manipulation; text-decoration: underline; cursor: pointer; user-select: auto; font-family: Arial, Helvetica, 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: break-spaces; border: 0px solid rgb(229, 231, 235); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-pan-x: ; --tw-pan-y: ; --tw-pinch-zoom: ; --tw-scroll-snap-strictness: proximity; --tw-gradient-from-position: ; --tw-gradient-via-position: ; --tw-gradient-to-position: ; --tw-ordinal: ; --tw-slashed-zero: ; --tw-numeric-figure: ; --tw-numeric-spacing: ; --tw-numeric-fraction: ; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; --tw-blur: ; --tw-brightness: ; --tw-contrast: ; --tw-grayscale: ; --tw-hue-rotate: ; --tw-invert: ; --tw-saturate: ; --tw-sepia: ; --tw-drop-shadow: ; --tw-backdrop-blur: ; --tw-backdrop-brightness: ; --tw-backdrop-contrast: ; --tw-backdrop-grayscale: ; --tw-backdrop-hue-rotate: ; --tw-backdrop-invert: ; --tw-backdrop-opacity: ; --tw-backdrop-saturate: ; --tw-backdrop-sepia: ; --tw-contain-size: ; --tw-contain-layout: ; --tw-contain-paint: ; --tw-contain-style: ;" id="isPasted"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1OGFiNzc4LTIwMTMtNGQ5ZC1iMTRjLWU5YjM1YWQ0MmQxOSJ9.ygNStlP_Xiye_oAkuhw-QlrAfT0YXklkYxq6Mxs300g" width="167" height="auto" style="box-sizing: inherit; border: 0px solid rgb(229, 231, 235); cursor: pointer; padding: 0px 1px; user-select: none; max-width: none; min-width: 10px; --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-pan-x: ; --tw-pan-y: ; --tw-pinch-zoom: ; --tw-scroll-snap-strictness: proximity; --tw-gradient-from-position: ; --tw-gradient-via-position: ; --tw-gradient-to-position: ; --tw-ordinal: ; --tw-slashed-zero: ; --tw-numeric-figure: ; --tw-numeric-spacing: ; --tw-numeric-fraction: ; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(59,130,246,.5); --tw-ring-offset-shadow: 0 0 #0000; --tw-ring-shadow: 0 0 #0000; --tw-shadow: 0 0 #0000; --tw-shadow-colored: 0 0 #0000; --tw-blur: ; --tw-brightness: ; --tw-contrast: ; --tw-grayscale: ; --tw-hue-rotate: ; --tw-invert: ; --tw-saturate: ; --tw-sepia: ; --tw-drop-shadow: ; --tw-backdrop-blur: ; --tw-backdrop-brightness: ; --tw-backdrop-contrast: ; --tw-backdrop-grayscale: ; --tw-backdrop-hue-rotate: ; --tw-backdrop-invert: ; --tw-backdrop-opacity: ; --tw-backdrop-saturate: ; --tw-backdrop-sepia: ; --tw-contain-size: ; --tw-contain-layout: ; --tw-contain-paint: ; --tw-contain-style: ; height: auto;" class="fr-fic fr-fil fr-dib"></a></span><span style="font-size: 10pt;"><strong>Fig 5. API only agent setting</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Now Input the following Into your API Application</strong></span></p><ul><li style="font-size: 11pt;">Name (arbitrary - typically named Halo Instance, Own Instance, or something similar to this)</li><li style="font-size: 11pt;">Client ID and Secret (<strong>Note:</strong> The Client ID may change after saving, make sure to take the latest value)</li><li style="font-size: 11pt;">Generate (Generates a new client secret, must be done when creating a new custom integration)</li><li style="font-size: 11pt;">Copy (Copies the client secret to clipboard)</li><li style="font-size: 11pt;">Login Type: Agent</li><li style="font-size: 11pt;">Agent to log in as (Pick an agent)</li><li style="font-size: 11pt;">Permissions:<img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmZDZhYWQxLTQ1MzItNDIyOC05ZjdmLWJmZGU4YmRjOTk0OSJ9.zDKJZ4gwC-7Av6mKcrI6-BD2z6ZEwzrvPSoBUXWQn-g" class="fr-fic fr-fil fr-dib"></li></ul><p><strong>Fig 6. Permissions for API application</strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Creating a Custom Integration</strong></span></p><p><span style="font-size: 11pt;">The next step is to create a new custom integration in Configuration&gt;Integrations&gt;Custom Integrations, this is how the Halo instance is connected to the runbook and how the API can be used to GET or POST things in Halo.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5ZWI3NWJmLWJmZTUtNDEwNi04MDY4LWE4ZGI4NTMyYTFkYyJ9.T0cHuCZ7QAt0i8NLWMc4ym90Zxc5bNVPy34ASsjmjnc" class="fr-fic fr-fil fr-dib" width="652" style="width: 652px; height: 397.78px;" height="397.78"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Custom Integrations button</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The following credentials should be set.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNiYzM5MzdiLTBlNjUtNGU5NC1iMjAwLTU4YjhhOTk0YjVmOCJ9._EoVKqbrJYstZdw_GfPQ8Ld-CZIaWxwduvaHthXMFk4" class="fr-fic fr-fil fr-dib" width="913" style="width: 913px; height: 573.829px;" height="573.829"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8a. Example Credentials&nbsp;</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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhZTRkZDZhLWRiZTUtNGVjMi05MWI0LTNjZmQwZTJmYjZhZiJ9.zlZRsPjLUBuuCVi0x6KTxaE8tvmJdXeEiZEHVE-09ek" class="fr-fic fr-fil fr-dib" width="897" style="width: 897px; height: 415.752px;" height="415.752"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 8b. Example Credentials&nbsp;</strong></p></span><span style="font-size: 11pt;"><p><br></p>Input the following:</span><p><br></p><ul><li style="font-size: 11pt;">Base Resource URL: Your Halo instance URL i.e. https://[Your Halo Domain].com</li><li style="font-size: 11pt;">Authorization: OAuth 2.0</li><li style="font-size: 11pt;">Authorization header name *LEAVE BLANK*</li><li style="font-size: 11pt;">Header Prefix: Bearer (Should already appear as &quot;Bearer&quot;)</li><li style="font-size: 11pt;">Grant Type: Client Credentials</li><li style="font-size: 11pt;">Access Token URL: https://[Your Halo Domain].com/auth/token?tenant=[Your Tenant Name], &nbsp;The tenant_id can be found by going to:&nbsp;<ul style="font-size: initial;"><li style="font-size: 11pt;">https://[Your Halo Domain].com/api/instanceinfo (look for the key value pair &quot;tenant_id&quot; &nbsp;: &nbsp;&quot;[Your tenant_id]&quot; )</li></ul></li></ul><p><span style="font-size: 11pt;">Found here (Other information has been blanked).</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkNWMzYjk0LTMyMjQtNDQxMi1hOTg1LTc0NzZlZjc1NmZmOCJ9.SWvZIC9pM8TYtFfbjAHiE9eYjw393R3iXM_hcfp_du0" class="fr-fic fr-fil fr-dib" width="796" height="137"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Tenant info example</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><ul><li style="font-size: 11pt;">Client ID (Found in the Halo API Application created)</li><li style="font-size: 11pt;">Client Secret (Need to paste it from clipboard) NB:&nbsp;If the custom integration doesn&#39;t work when saving, you may need to input a new client secret by generating a new one in the Halo API application</li><li style="font-size: 11pt;">Scope: all</li></ul><p><span style="font-size: 12pt;"><strong>Creating a Method</strong></span></p><p><span style="font-size: 11pt;">Switch to the &quot;Method&quot; Tab on the custom integration and this should be the view.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiYmYzMzM2LWEyODAtNDljZC1hNzJlLThmMjNhN2E5M2FkMSJ9.HNrKP6JOdTL6dGsgP3QqrBFcZQoF6A8alQhmzrWD7uo" class="fr-fic fr-fil fr-dib" width="971" style="width: 971px; height: 389.329px;" height="389.329"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Method&nbsp;</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This worked example is for creating a runbook that returns a list of clients on a Halo instance. In the text box beside the Halo domain, input /api/client:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxZWI2Yzc2LWZjNjYtNDAzYS1iOWNjLTIyN2NiMDYyYzg5YSJ9.61IlSWNLJFVwMxQ6Z7k1V4rBRpv4fMAJgUs4bJxF4-U" class="fr-fic fr-fil fr-dib" width="969" style="width: 969px; height: 94.7888px;" height="94.7888"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. GET method</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;">In the above photo the name of the method is &quot;Get Clients&quot; and the API method has been set to &quot;GET&quot;</span></p><p><span style="font-size: 11pt;">The next thig to do is set the output variables, again solely for this example the output variable is:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxNzdmOWQ5LWIzMTQtNDk5YS1iNGI3LTkxYzBiMjQxOTQxYiJ9.k6ALdq4kJd7RvwYEbYO83HRdCSVB0fgoPHj9zuJO5pY" class="fr-fic fr-fil fr-dib" width="1186" style="width: 1188px; height: 182.679px;" height="183"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Output variables</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;">&quot;response&quot; must be the prefix of all output variable values that are inputted. This &quot;Value&quot; shown above translates to access the response of the GET on the clients, then get all of the properties of type clients within that GET, the &quot;^&quot; refers to a child property of an object.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjNjIwZGQyLTZlYWYtNDA3OS1iZWJmLThjZmJmZjY2ZmE3YSJ9.BWTKViaIqWy-D6HCJtok4hkj8Tp7u7pralzfYQqNkA4" class="fr-fic fr-fil fr-dib" width="533" style="width: 533px; height: 776.794px;" height="776.794"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Output variable example</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;"><strong>Integration Runbooks</strong></span></p><p><span style="font-size: 11pt;">Now that the custom integration is set up and there is authentication into your Halo API. The next step is to create runbooks to automate your processes.</span></p></div></div></div></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; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- Types of Tab</strong></p><p><strong>- Custom Tabs</strong></p><p><strong>- Customising Tab Layout</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1437/" target="_blank" rel="noopener noreferrer"><strong>Custom Tabs</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2055/" target="_blank" rel="noopener noreferrer"><strong>Ticket Types</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/876/" target="_blank" rel="noopener noreferrer"><strong>Altering Ticket Types</strong></a> <a href="https://usehalo.com/haloitsm/guides/1483/" target="_blank" rel="noopener noreferrer"><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2286/" target="_blank" rel="noopener noreferrer"><strong>How to configure Statement of Work (SoW) Templates</strong><br></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/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/haloitsm/guides/2033/" target="_blank" rel="noopener noreferrer"><strong>Planning &amp; Forecasting</strong></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>Types of Tab</strong></span></p><p><strong><span style="font-size: 12pt;">Budgets</span></strong></p><p>After enabling the Budgets module in Configuration &gt; Project Management, the &quot;Budgets&quot; field can be added to the field list of the ticket type. This will then show a Budgets tab on the ticket where budgeted hours can be set against it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxNGVhYjM2LTEwZjMtNDFhMy05NTAzLTRkNThjYmMxODgxNCJ9.kw-gzJ-lttj4SPPlUGJirDy0jMmxZImEz3IOPQqk2MI" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 353.082px;" height="353"></p><p><strong><span style="font-size: 10pt;">Fig 1. Budgets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Progress Feed</span></strong></p><p>The Progress tab will show any actions that have been completed on a ticket in a descending order that they occurred.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhYWViNmU3LTE2NzYtNDE5YS05NWUzLTAyY2M4YzhiZGRiMiJ9.7cT7FREGl1VFV7wjoz_fShmhp2kn4w1Sai22gyOLtbQ" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 303.379px;" height="303"></p><p><strong><span style="font-size: 10pt;">Fig 2. Progress Feed tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Attachments</span></strong></p><p>Upon adding an attachment to an action within the ticket, the Attachments tab will appear. This will list every attachment that is on that ticket in one place, which is helpful to find attachment easily, especially on longer tickets with lots of actions.</p><p><br></p><p>It will also show the total number of attachments on the ticket within the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2YzhkMzJkLTM1NDUtNDFmNi1iZWQwLTk3YjA1ZmFlYzYyYiJ9.fgVoFwUNDI1OrUWJE1QMuEAdRW0qSMjMypIh0wdfwpc" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 361.71px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 3. Attachments tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Billing</span></strong></p><p>The Billing tab is used to show all of the billable time on a ticket within one area. This allows you to quickly glance at how the ticket is coming along and whether it lines up with the time that it was expected to take your agents.</p><p><br></p><p>You can manually set charge type and expenses against the ticket if needed, and any billable time from actions will appear here as well.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwZWMyMzY4LWVkYzYtNDU5Ni1iOTRiLTkxZTE2YTY1NDFkMyJ9.IIwdLwiEvLRHcR5x6tT8jkhlNxv0XdTOUP9F5qubU8I" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 734.994px;" height="735"></p><p><strong><span style="font-size: 10pt;">Fig 4. Billing tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Appointments</span></strong></p><p>Upon creating an appointment on the ticket, the Appointments tab will appear showing the details of it, such as date and time, Agent, Completion Status and Appointment Type.</p><p><br></p><p>Appointments can be created with an action, the appointment creation screen, or the calendar screen.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViZGRjMmZkLTA0NDUtNGY1MC05ZTNmLWIzNzkwZmEwMDE3YyJ9.iHyZL7xR3gRW9O2j91GHkRUoDhEgk5y7UrRqwLo3qsA" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 362.222px;" height="362"></p><p><strong><span style="font-size: 10pt;">Fig 5. Appointments tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Tasks</span></strong></p><p>The Tasks tab shows Project Tasks that are linked to a Project (a ticket type with ITIL type of Project).</p><p><br></p><p>Project tasks act as child tickets to the project, and the total number of tasks will appear in brackets next to the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVmMDVlODY5LTUzMzMtNGRlZS1iNTM4LWQzZTlmMWFlNmY1NiJ9.7RDoF86yeaQXMDn_V1kKVmSx_DzwnOlPm9J19PY79pY" class="fr-fic fr-fil fr-dib" width="1180" style="width: 1182px; height: 273.008px;" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 6. Project Tasks tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Child Tickets</span></strong></p><p>The Child Tickets tab shows all of the child tickets that have been linked to the parent ticket you are currently viewing. It will also show the total count of the linked child tickets within the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjODg3MDE2LWRkYzItNGMxNS1iYzY1LTI3YTkzNzI4ZDRhYyJ9.Unh-rXMZ5gYJEOEPA_M5EZYaOQ71yV_sd4PosjTwnEY" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 344.12px;" height="344"></p><p><strong><span style="font-size: 10pt;">Fig 7. Child Tickets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Project Task Notes</span></strong></p><p>If an action is marked as important on a project task, it will appear under the tab &#39;Project Task Notes&#39; of the project ticket.</p><p><br></p><p>They will appear with the most recent first similar to how the Progress Feed appears, and will show the number of notes in brackets next to the tab name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmM2VlNjIyLWVkYjMtNGU0YS1iZWNmLTE3YzNmZjVjYTJlOCJ9.QfKgqawi0fh61Yqx10HJdpV9r0HsYOrmSrbX7EKqOuU" class="fr-fic fr-fil fr-dib" width="1181" style="width: 1183px; height: 218.262px;" height="218"></p><p><strong><span style="font-size: 10pt;">Fig 8. Project Task Notes tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Related Tickets</span></strong></p><p>The Related Tickets tab will show any tickets that have been related to the one you are viewing, and it works both ways (A to B, and B to A).</p><p><br></p><p>The Ticket count will be shown in brackets next to the tab name if &quot;Show related Ticket count&quot; is enabled in Configuration &gt; Tickets &gt; General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlMzBmNWEyLWRiNDMtNDJiOC1hNDhjLTI2NGFkNjA2MjI2YiJ9.Bva5nAyzE3rgon8WSmCM6xbyUtIjs141y-gf3EzMPos" class="fr-fic fr-fil fr-dib" width="992" height="384"></p><p><strong><span style="font-size: 10pt;">Fig 9. Related Tickets tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Related Notes</span></strong></p><p>The Related Notes tab will show actions on the related tickets that have been marked as important. This works the same way as Child Ticket Notes - the total number of notes will appear next to the tab name, and the notes will appear with the most recent first.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyZGY2ZDZlLTJjNmEtNGJlYi1hZTM0LWI3OWRmNzBlN2E2MCJ9.0cXgiLJlFNH_pD6LJvjU34HSizlY_r_4Qzz6mXrT9nY" class="fr-fic fr-fil fr-dib" width="999" height="348"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Related Notes tab</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 12pt;"><strong>Other Open Tickets</strong></span></p><p>Other Open Tickets can be displayed in the Ticket Details or as a separate tab. In order to have these show in their own tab, navigate to the Settings tab of each Ticket Type (Configuration &gt; Tickets &gt; Ticket Types), and select the option &quot;Show other open Tickets in a tab (excludes Supplier Tickets)&quot;. To control whether the other Tickets shown in this tab are those assigned to the Ticket&#39;s User, Customer, Site, and/or Asset, toggle the relevant checkboxes &quot;Show other open Tickets for the User/Site/Customer/associated Asset&quot;. With this enabled, Tickets of this type will show a tab called &quot;Other Open Tickets&quot;. Here you will see a list of all the Tickets for the entities you selected. If multiple entities are selected, a dropdown will show allowing you to switch between views. &nbsp;&nbsp;</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3NTY0ZWRiLTM0MWUtNGJmNy05Njk3LTdkYzY4MWI2NzI4NyJ9.9n3zmk2IyCRJXtdBc8bC8SFfXQ_2868p0pCHhJ3CAEA" class="fr-fic fr-fil fr-dib" width="993" height="815"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 11. Other Open Tickets tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change Calendar</span></strong></p><p>This tab shows change requests logged against assets, which is done by adding the &quot;Asset&quot; field to the Field List tab within the ticket type. You can then add the tab by adding the &quot;Asset Change Calendar&quot; field to the ticket type (Configuration &gt; Tickets &gt; Ticket Types &gt; choose the type &gt; Field List tab).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NzU5NDFkLWU1YzEtNDk5MS05MTFkLTJhM2FjZTFlZDBiYiJ9.BROP_t2CHvyi2bEfoSb1RWrYQ6QOEyOGTziOjIMyMRM" class="fr-fic fr-fil fr-dib" width="1005" style="width: 1007px; height: 263.43px;" height="263"></p><p><strong><span style="font-size: 10pt;">Fig 12. Change Calendar tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Dependencies</span></strong></p><p>This tab shows the dependency chart for related assets on the ticket. Linking BC-LAP-1, the one outlined in black, shows the relationships associated with it within the appearing tab.&nbsp;</p><p>To enable this tab you will need to click the pencil icon on the Asset field within the tickets field list.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzZWFhMGQ2LWM2YTYtNDc2YS04ZjI2LWQ4MmI4NzFiZmI3ZSJ9.iijWpwpgrtnGbag_dnFbbz_2qaCMmP_EYvC2rAAXXa0" class="fr-fic fr-fil fr-dib" width="1008" style="width: 1010px; height: 465px;" height="465"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 13. Editing the Asset Field</span></strong></p><p><br></p><p>This will open the edit screen where you can check the &quot;Show Dependencies Tab&quot; checkbox.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NTllZTUyLThhNzYtNDVmOS05MTUwLTMzZTgyYTc2Mzg4ZiJ9.33hbRwsnbMtIcH1i0Uku6Fo0QkWy0pZq0NizVJYtG2s" class="fr-fic fr-fil fr-dib" width="330" height="237"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 14. Show Dependencies Tab on Tickets</span></strong></p><p><br></p><p data-pasted="true">Now when an asset with relationships to other assets, is added to a ticket, then the dependencies tab will show on the ticket.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyMzQ5ZGMzLTdiMjctNDZjYi04NWE3LTY4ZDkzZTk1ZjFjMiJ9.uBgaIaa70QxI2aUaepLR0QPF4jksNXAj6ncioZuih2c" class="fr-fic fr-fil fr-dib" width="944" style="width: 946px; height: 829.569px;" height="830"></p><p><strong><span style="font-size: 10pt;">Fig 15. Dependencies tab.</span></strong></p><p><br></p><p data-pasted="true">We can also show related services by checking the following checkbox in Configuration &gt; Asset Management &gt; General Settings:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhYjk4OWVmLTZiN2ItNDc3OS04NjIyLTQwMDdlMWEwYWI0ZCJ9.4n9T9tEKApYdopRP0PC9QoH2Lkx0DuFlyTzR-Q6wNiY" class="fr-fic fr-fil fr-dib" width="376" height="41"></strong></p><p><strong><span style="font-size: 10pt;">Fig 16. Option to Show Related Services on the Dependency Diagrams</span></strong></p><p><strong><br></strong></p><p>When this general setting is on, we can see the related services option on the sidebar of the dependencies tab, in this case, the service called &quot;Desktop&quot; is now showing on the far right hand side of the dependency diagram:</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNzQyMWFkLTE0ZjYtNDA3MS05MjJmLTQ2MWNhNzkzYmMwOSJ9.h-3BFx6MIqmZ_fio2Zvrrb83CieNNoh3kW3XB4Xu8PM" width="1121" style="width: 1123px; height: 293.173px;" height="293" class="fr-fic fr-dii"></strong></p><p><strong><span style="font-size: 10pt;">Fig 17. The Dependency Diagram with Related Services</span></strong></p><p><strong><br></strong></p><p>To configure a column profile view for the related assets tab, checkout topic 5 of this Guide: <a href="https://usehalo.com/haloitsm/guides/1951" rel="noopener noreferrer" target="_blank">Asset Views</a></p><p><br></p><p><strong><span style="font-size: 12pt;">Child Ticket Assets</span></strong></p><p>This tab shows the assets that are related to the child tickets of the parent ticket you are viewing. This will show if the checkbox in <strong>Fig 14&nbsp;</strong>is enabled in Configuration &gt; Tickets &gt; Ticket Types &gt; choose the type &gt; Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MmM2ZDRiLTU0YTEtNDk3My05ODY0LWM0MWFiYTMyOWVmZiJ9.GPytYzjf7bjOjzv0Q7LudmQKzfjbMp4cjpHhBD0t9Uc" class="fr-fic fr-fil fr-dib" width="729" height="407"></p><p><span style="font-size: 10pt;"><strong>Fig 18. Show tab for Assets related to child Tickets.</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg2NWEyOTgwLWJlZWItNDVmMy04YmUwLTZmMGFkMDU0N2E5MyJ9.pbq8_qDGtpVHMzxDcgPmUvsfAa7FbiWvBSe8onDPfgQ" class="fr-fic fr-fil fr-dib" width="940" height="235"></p><p><strong><span style="font-size: 10pt;">Fig 19. Child Ticket Assets tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Products</span></strong></p><p>This tab will show any products that have been issued on the ticket using the Issue Product action, or with an action that has the &quot;Issue Products&quot; system use associated with it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlY2VhNGE1LTkxMWItNDFmNy04MTlmLWQ1ODQ0NGRiZWYxMiJ9.xcJFQAOAQ0dtOAWkYKmTWKF4qcWU6D_pBSe2PppoTYM" class="fr-fic fr-fil fr-dib" width="285" height="794"></p><p><strong><span style="font-size: 10pt;">Fig 20. Issue Product action in More options dropdown</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyY2ZhNmNjLWZlODItNDczZC1hOWI3LTQxZDk4YjUxMGY5ZiJ9.Mbo8Z9NtSlgeus68tOFv1igtLxbhdweAKbahXYsbBEA" class="fr-fic fr-fil fr-dib" width="940" height="192"></p><p><strong><span style="font-size: 10pt;">Fig 21. Products tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Change Management</span></strong></p><p>This tab shows the planned changes related to that ticket when the Change Management module is enabled in Configuration &gt; Tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0MGQyMjk5LTE2YWMtNDc3Ni05OWUyLTdjZDc4YTBkNWJlNiJ9.nIvLTcqLQssY40nu_1GW7xGhDItyOn-Ef72_89LRvIg" class="fr-fic fr-fil fr-dib" width="940" height="633"></p><p><strong><span style="font-size: 10pt;">Fig 22. Change Management tab</span></strong></p><p><br></p><p>It can also be used to show software releases. Once the Software Releases module is enabled in Configuration, this tab will show the below settings in <strong>Fig 23&nbsp;</strong>in addition to the ones in <strong>Fig 22</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyYmJiODUwLTkzYTYtNGEwYy05YWJkLWU1MmZiNDMyNzdkYyJ9.mt1k3vEpC3TIiVQ_-Z4F5FIKbDi2Bt_hcz4e1_D9HRY" class="fr-fic fr-fil fr-dib" width="929" style="width: 931px; height: 588.039px;" height="588"></p><p><strong><span style="font-size: 10pt;">Fig 23. Change Management tab with Software Releases<br></span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Plan</span></strong></p><p>This tab shows the plan and associated child that are yet to be created.&nbsp;</p><p id="isPasted"><em><strong>Note: This is called Project Plan on tickets with the ITIL type of Projects.</strong></em></p><p><br></p><p>This tab can be enabled in Configuration &gt; Tickets &gt; Ticket Types &gt; choose a type &gt; Forms tab &gt; enable the settings in <strong>Fig 24</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMTEwNDc4LTJmMWItNDExNC04MjVkLTFmNTA1MDk4MmM5YiJ9.W0jQCiE1EDwdosVr4wnX2zYfapgTHBzPA3PryspHkXw" class="fr-fic fr-fil fr-dib" width="1138" height="298"></p><p><strong><span style="font-size: 10pt;">Fig 24. Show Unborn Child Tickets on the Ticket Details Screen and Allow customisation of Unborn Child Tickets settings</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Chats</span></strong></p><p>This tab will show any agent-to-user chats that have been linked to that ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjZTE4MmRmLTdhYmUtNDlkMi1iN2FjLTA0ZGFmZmI4NDA4ZSJ9.hhAK8ewETtVZ4MSM3e03ynHg7N60KumuaKaEhR0QVHg" class="fr-fic fr-fil fr-dib" width="399" height="696"></p><p><span style="font-size: 10pt;"><strong>Fig 25. Linking the chat to a ticket.</strong></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhNmIwYjk2LTM0ZmMtNDNiZS04NGQ1LTYwZjhiMjFiOTY3MCJ9.DiqQj72c8JzakBrkCHNxueyiqunCnKyKbV8kiYujjVQ" class="fr-fic fr-fil fr-dib" width="960" style="width: 962px; height: 415.475px;" height="415"></p><p><strong><span style="font-size: 10pt;">Fig 26. Chats tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Article Details</span></strong></p><p>This tab will show a linked article within it, so information in it can be quickly referenced when working on the ticket.&nbsp;</p><p data-pasted="true">To link an article head to Configuration &gt; Tickets &gt; Ticket Types &gt; choose the type &gt; Defaults tab &gt; &quot;Article&quot;, and select the Article you would like to link. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwODRiMDc1LTExYmMtNGMzMi04MDNhLTQyZDExZWU2YWFhMiJ9.3bFKTE8sAxh8ZIsf2wQY3Xxm4qchRSPGH0pz80tpgR0" class="fr-fic fr-fil fr-dib" width="905" style="width: 907px; height: 428.776px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 27. Article Details tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Journeys</span></strong></p><p>This tab will appear when using actions with the system use &quot;Start Journey&quot;. The Travel time will be calculated from the difference between the &#39;Start Journey&#39; and &#39;End Journey&#39; action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NTM2YjhhLTc3ZWEtNDdkZC1hMzE3LTcxZTgyOGE0ZGI1OCJ9.ALyWSfPhhAEGm1PFk_b2fwuCtOTKRZz0ml5l9i-f0iQ" class="fr-fic fr-fil fr-dib" width="282" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 28. Start Journey and End Journey system use.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNWQ4ZTU1LTAyOTAtNDZhNC1iYTBmLTE5ZTczZTU3Mjk0YSJ9.8opInKSeos32ZO3KykUS2avkuxoWR4wAVDHJrIye_lE" class="fr-fic fr-fil fr-dib" width="1066" height="366"></p><p><span style="font-size: 10pt;"><strong>Fig 29. Journeys tab</strong></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Automations</span></strong></p><p>This tab will show automated actions done from custom integrations. On the ticket in <strong>Fig 29</strong>, the tab shows the AI insights runbook being triggered and running.&nbsp;</p><p><br></p><p><em><strong>Note: It will only appear if &quot;Show the Automations tab on the Ticket Details Screen&quot; is enabled in Configuration &gt; Tickets &gt; Ticket Types &gt; choose the type &gt; Forms tab.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYWQzMTI4LTAwN2EtNGViMC1iNWQxLTU4NTRkYmEzNWI0YiJ9.mPftKfwRpmTi3jDxSAY0rbRznAUuPxzx0_t5SdWWHnI" class="fr-fic fr-fil fr-dib" width="995" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 30. Automations tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Contacts</span></strong></p><p>This tab shows contacts on an opportunity when Show Opportunity contacts tab is enabled on the ticket (opportunity) type. Any users here are converted to users under the customer if the opportunity is won.</p><p><br></p><p><em><strong>Note: This applies to those within Configuration &gt; Sales &gt; Opportunity Types.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4NzZjZjQzLWQ3NWEtNDg4OS05YmYwLWZlODRlMjBiM2Q1NCJ9.XrHVjCV_7o7j5vP7h5uAx4F37TcU-BROVEi6mmJKmQg" class="fr-fic fr-fil fr-dib" width="996" height="404"></p><p><strong><span style="font-size: 10pt;">Fig 31. Contacts tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Audit Log</span></strong></p><p>This tab shows any changes and actions that have been done on a ticket.&nbsp;</p><p><br></p><p>For this to show, &quot;Display the Auditing Tab&quot; needs to be enabled on the ticket type in Configurations &gt; Tickets &gt; Ticket Types &gt; select the type &gt; Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0MjZlMDc5LTllY2ItNGUxYS1hY2I1LTc1OWViMjk2NzFhOCJ9.Z1Os_cT0IIoTYgDxxpu2YBq0WbPhrGYoSEw0wqTyt1o" class="fr-fic fr-fil fr-dib" width="998" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 32. Audit Log tab.</span></strong></p><p><br></p><p>The auditing tab is paginated to improve loading times.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Milestones</span></strong></p><p>This tab appears on project tickets for setting &quot;phases&quot; of your project. Here you can set the Start date and End date of each phase, which order you want them to appear by the Sequence, and their current status.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhYWNhMDM5LTJiOTgtNDljZS1hZDM2LTllMTFjZWZmNWI2ZSJ9.Wh8Yni4wjbxBjOukttCmLgERIdNvggd9yZ2AirH5ca4" class="fr-fic fr-fil fr-dib" width="1199" style="width: 1201px; height: 224.237px;" height="224"></p><p><strong><span style="font-size: 10pt;">Fig 33. Milestones tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Forecasting</span></strong></p><p>This tab appears on project tickets, and agent will appear in the table if they are assigned to the project or a project task under the project. Here you can set the expected time spent on the project within the week, and the colours will switch based on the percentage thresholds set in Configuration &gt; Project Management &gt; General Settings.</p><p><br></p><p>Forecasting can be enabled per ticket type in the &quot;Settings&quot; tab (&quot;Enable Forecasting&quot;). This checkbox will only appear if the &quot;Time Management&quot; module is enabled within Configuration.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzYmVhNWIzLTU5MGYtNDc3Mi04MDE1LTg3NDI1NTgzZGE5OCJ9.OM7gJk4GnzPgBQ-1E0Q4wwuoaWg9Mfv-nv8CZBIVeTc" class="fr-fic fr-fil fr-dib" width="1193" style="width: 1195px; height: 285.116px;" height="285"></p><p><strong><span style="font-size: 10pt;">Fig 34. Forecasting tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Call Log</span></strong></p><p>This tab shows calls taken that have been linked to that ticket with the Start Date and Time, Call Duration in minutes, the phone number used, and any attachments.</p><p><br></p><p><em><strong>Note: For this tab to show, &quot;Show Call Log on the Ticket&quot; needs to be enabled in Configuration &gt; Call Management &gt; General Settings, and the Call Management module turned on.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhYmM1NzhjLWIzOGMtNGI3Zi05Y2QxLTA1MWVmNWEzZTFhMCJ9.7OD-oapu4NLrBHHoFkBBFHW_UQN8RVs0TqNT60r-6nA" class="fr-fic fr-fil fr-dib" width="1193" style="width: 1195px; height: 586.397px;" height="586"></p><p><strong><span style="font-size: 10pt;">Fig 35. Call Log tab and call screen linked to the ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Event Log</span></strong></p><p>This tab shows events on a ticket such as the ticket being logged, status changes, etc.&nbsp;</p><p><br></p><p><em><strong>Note: This tab will only show to Admins, when &quot;Show an &quot;Event Log&quot; tab on entities with events (Admins only) is enabled in Configuration &gt; Notifications &gt; General Settings. This is a global setting, not per ticket type.</strong></em></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwY2JlZTQ1LTI1NjEtNDFkMC04NTdlLTE1Y2Y1NmU0NmM1MSJ9.HZxC1hHJvKl_7l-Rq9pEpMOcUywJCMGgJ85H12VnR0s" class="fr-fic fr-fil fr-dib" width="1015" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 36. Event Log</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Microsoft Teams Chat</span></strong></p><p>This tab will appear when the Microsoft Teams module and its Chat Management is enabled. Please reference the &quot;Chat Management&quot; section of the following guide.</p><p><br></p><p><a href="https://usehalo.com/haloitsm/guides/1080/" target="_blank" rel="noopener noreferrer"><strong>Microsoft Teams Integration</strong></a></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5MDkzYTMzLTQ5ZDEtNDhjOC1iZmU4LWQ2Nzc4NDVkMTlkOCJ9.jDpd22DM2hEuR9g7FkDXJxB4Xs8wQjruWU0QrW62Waw" class="fr-fic fr-fil fr-dib" width="976" style="width: 978px; height: 577.909px;" height="578"></p><p><strong><span style="font-size: 10pt;">Fig 37. Microsoft Teams Chat tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Date Dependencies</span></strong></p><p>This tab shows dependant child tickets to the parent ticket being viewed, and the dependency type.</p><p><br></p><p>These are configured on the parent ticket when &quot;Enable Date Dependencies&quot; is set to Yes in Configuration &gt; Tickets &gt; Ticket Types &gt; choose the type &gt; Forms tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MWZkNTU5LWVkNDktNGZlYS1hYTRjLTNhMDkxMWEyMTcwOSJ9.4FofZ0tkqn4euBP51JKVSQ3H3HY7fg9pd6Ogm863P6M" class="fr-fic fr-fil fr-dib" width="990" height="378"></p><p><strong><span style="font-size: 10pt;">Fig 38. Date Dependencies tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">OLAs</span></strong></p><p>This tab shows the OLAs set on the ticket&#39;s corresponding workflow, and information such as Start date, Target Date, Status, Completion Date, Time on OLA, and if the target was met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxZjdlNGJjLTAyNzItNGU5OS04ODRlLTM0NmM5YjRiZTZjOSJ9.ZGLGlW7y2yfg50Mqtm_-HTnwqFsjFhcJUfKTBV6GY5I" class="fr-fic fr-fil fr-dib" width="1125" style="width: 1127px; height: 351.343px;" height="351"></p><p><strong><span style="font-size: 10pt;">Fig 39. OLAs tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">AI Insights&nbsp;</span></strong></p><p>This tab appears if AI is enabled within your instance, and shows information based on the &quot;AI Insights&quot; section in Configuration &gt; AI.</p><p><br></p><p><strong><em>Note: These tabs are now consolidated into one tab.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMmE2OGNiLThkYzAtNDFjZi05Mzk3LWJkOTNmZTRmODRhOCJ9.GmdpB4Vnhs_UWgXbculZ8w7VsuVzzXzgry5cnOpdhN0" class="fr-fic fr-fil fr-dib" width="1003" height="834"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0MmM1YzMzLTgyZjctNGI5OC1hYTkwLWY0NDFhYjQwMDMzOSJ9.yMouhjfyfoxSX0wDnPbVdpttgR8FQll4z6hVgHBdhbw" class="fr-fic fr-fil fr-dib" width="390" height="277"></p><p><strong><span style="font-size: 10pt;">Fig 40 and 41. AI Insights tab and contents</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">View Log</span></strong></p><p>The &quot;View Log&quot; tab can be used to see who viewed a ticket and when, which can be useful for seeing who is &quot;cherry-picking&quot; tickets. In Configuration &gt; Advanced Settings, enable &quot;Record Ticket views&quot; and then &quot;Show the &quot;View Log&quot; tab on Ticket Details&quot; that will then show underneath.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3NzIyNTIyLTM2ZWEtNDdmZC1hMThjLTZkZWRhMWFmOTJhZSJ9.ua-p4W4VgHv3rsMWSf0y5rjs3vzpTwoyhhQmiUfCCPo" class="fr-fic fr-fil fr-dib" width="402" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 42. Enabling the log tab.</span></strong></p><p><br></p><p>The tab will then show on tickets like below, showing the agent and when they viewed the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1ZjY4MmViLTZjYjAtNGZlZi05YjM3LTU2OGI4MGZmYTk4NCJ9.F95qrWymAkvb_m2Dq_yMoBqYDDDXHPvCoHQIJgXCSk0" class="fr-fic fr-fil fr-dib" width="974" height="268"></p><p><strong><span style="font-size: 10pt;">Fig 43. View Log tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Notification Log</span></strong></p><p><span style="font-size: 11pt;">The &quot;Notification Log&quot; can be enabled from Configuration &gt; Notifications &gt; General Settings &gt; &quot;Show a &quot;Notification Log&quot; tab on Tickets&quot;.&nbsp;</span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ODg1NTU5LWJiODItNDg4Yy04N2Q2LTY4MmU1Y2JlMzE1OSJ9.yrDU2PevsNNLtBBEWTgg0aAA2DU8jVtYSh9bvF6lfKE" class="fr-fic fr-fil fr-dib" width="469" height="269"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 44. Enabling Notification Log.</span></strong></p><p><strong><br></strong></p><p><strong><em>Note: &quot;Enable notification logging&quot; needs to be enabled for this to be available.&nbsp;</em></strong></p><p><br></p><p><span style="font-size: 11pt;">The tab will show all the notifications that have triggered for the ticket, including webhooks, runbooks and system notifications such as approval process emails. Useful for troubleshooting and monitoring.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczM2YzNWM2LTEwNmItNGQ4OS1iZjhkLTBjMzMyYTA0MzEyOCJ9.xi34f9ToEe-rc4WhsYmig7TNJ8RMcY5d55kaB4B2HM0" class="fr-fic fr-fil fr-dib" width="1115" style="width: 1117px; height: 362.363px;" height="362"></span><strong><span style="font-size: 10pt;">Fig 45. Notification Log tab.</span></strong></p><p><br></p><p>Clicking into a notification from this page will take you to the configuration page for that notification. You will have the option to choose what you view when you click on a notification. From this version a drop-down shows when the &quot;Show a &quot;Notification Log&quot; tab on Tickets setting &nbsp;is enabled. This can be set to &quot;Show the notification configuration&quot; (current behaviour), or &quot;Show the outbound logs&quot;, which will show the outbound logs for any email type notifications. Each record can then be selected to view more details. Administrators will be able to view the log and attempts by changing the tab, and will be able to resend or delete the record from this page.</p><p><br></p><p><strong><span style="font-size: 12pt;">Supplier Tickets</span></strong><span style="font-size: 12pt;"><br></span></p><p data-pasted="true">You can have a tab on a Ticket which shows all the other tickets logged to that Supplier. To enable this head to &nbsp;Configuration &gt; Tickets &gt; Ticket Types, choose the relevant Ticket Type, and head to the Settings Tab. Under the Related Activity section, enable the &quot;Show other Tickets for the Supplier in a tab&quot; checkbox.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, &quot;Segoe UI Web (West European)&quot;, &quot;Segoe UI&quot;, -apple-system, BlinkMacSystemFont, Roboto, &quot;Helvetica Neue&quot;, sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZhM2Y0ZjVkLWUxY2QtNGJlMi1hMWVmLWI0NDAxMjg3ZTRhOCJ9._SrzRZgcoakqae022XkJpYqDR1wMMD_uDopaKvKs5tY" width="658" height="440" style="box-sizing: inherit; border-style: none; text-align: left; width: 660px; height: 440px;" class="fr-fil fr-dib"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 46. Show other Tickets for the Supplier in a tab.</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">You will now find a Supplier Tickets Tab &nbsp;which shows other Tickets logged with the same supplier.&nbsp;</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxYjRhZTc5LWRlMTAtNDgzMC04MmVmLWI5YzAzMTk3MTg5NyJ9.5umtaR6WtY311Brj0dKCCNacUgchW7WQEb42wRac66Y" width="996" height="485" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fil fr-dib"></span></strong></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 47. Supplier Tickets Tab</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Harvest Timer</strong></span></p><p data-pasted="true">You can enable a tab on Tickets which links to your Harvest account, and shows your Harvest Timer. To see this tab you will first need to enable &quot;Show Harvest Timer Tab on Tickets&quot; in Configuration &gt; Advanced Settings.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0NmYyMmJkLWVhOTEtNDM5Yi1hOWQ5LTJhOTJiYWMzZWQyMyJ9.bQR5DqqRH4s6WhJfTTZLlwkYknd4_NQZkLYoETPhqL0" class="fr-fic fr-fil fr-dib" width="600" style="width: 602px; height: 242.129px;" height="242"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 48. Enabling the Harvest Timer Tab</strong></span></p><p><br></p><p>With this enabled you will see the &quot;Harvest Timer&quot; tab on your Tickets. To link your account head into this tab and click &quot;Select an account&quot;. This will bring up a modal window where you can sign in to Harvest.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNGU3ZjIzLTEyMzUtNDMzNi04Yjc5LWUyNjc2NjRiOTEzMCJ9.2qCHAYjLBO5toI6aUlJv3X_f102NipoWIW2D4egRxU0" class="fr-fic fr-fil fr-dib" width="983" height="394"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 49. Connecting your Harvest account</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p>Once you have connected your Harvest account you will be able to see your Harvest Task/Project timer under this tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNzAxYzYwLTI2NTctNDY2Yi04MmFjLTIzZDMyZTJjYjAyOCJ9.IXizSmkbG69Amx7AD3jsVFARajnuftXf7yCV9a2Qzxs" class="fr-fic fr-fil fr-dib" width="982" height="499"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 50. Harvest Timer Tab</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Custom Tabs</span></strong></p><p>Custom tabs can be set to whatever contents you would like them to contain by using custom fields. Trials have a few built in, the common uses outlined below.</p><p><br></p><p><strong><span style="font-size: 12pt;">Additional Fields</span></strong></p><p>This tab will show each custom field set against the ticket type that has not been set against a custom tab. By default, a custom field will be set to this due to this custom tab having the lowest sequence number, but this can be changed if wished.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlNDRmYjg1LTMxNGEtNDZhMi1hMDlkLTk5ZjkwNzZjN2VkNyJ9.4UR7VqtQpMWdDVkgOjGOIrRfQF4kWaItjjoOmz2oFvg" class="fr-fic fr-fil fr-dib" width="876" style="width: 878px; height: 274.262px;" height="274"></p><p><strong><span style="font-size: 10pt;">Fig 51. Additional Fields tab</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Article Draft</span></strong></p><p>This tab shows on tickets that are being used as article drafts, set in this area below in Configuration &gt; Knowledge Base.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyYTQ4NWNhLWZkNzItNGQ1Ny05ZGQyLTU4ZGIyYjg2MWRkZiJ9.j0dnYdeXx8LfhLBnx0Bna9u7Hk5ujSIsUmvYUqXZ9aM" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 218.351px;" height="218"></p><p><strong><span style="font-size: 10pt;">Fig 52. Article Draft configuration.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMDU1MzUyLThkMzItNDVhMC1iOGNhLTgzNTMxNzM3ZTMyZiJ9.TzJUpAShI08442lvDmMIuXxjQ0BTjPnHwMz_SyHRIKI" class="fr-fic fr-fil fr-dib" width="481" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 53. Article Draft tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sales Info</span></strong></p><p>This built-in custom tab can show information on opportunity tickets by assigning custom fields to it. This can be edited to your own needs.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5NWY2ZDMyLTViNTItNDE0ZC1hOWM2LWYwZWM1M2Q3OWYyNiJ9.Jv4i-jVHCVLgHT3AmzLBGe5mPXRp_2ANuv81jEErdtQ" class="fr-fic fr-fil fr-dib" width="940" style="width: 942px; height: 342.2px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 54. Sales Info tab.</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>SoW</strong></span></p><p>This built-in custom tab can have fields added to this to track a Statement of Work.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NzQ0MmEyLWZkMmEtNDc4MC1hYTY3LWI4NTdhZDUwMWIyYiJ9.JWUOxM_C6Y_ijD0sLSmG4DTzWi-GyS7oZAc1UZSZQQw" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 612.775px;" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 55. SoW tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customising Tab Layout</span></strong></p><p>You can change the order that the tabs appear per ticket type. Go to Configuration &gt; Tickets &gt; Ticket Types &gt; choose a type &gt; Layout tab. The &quot;Tab layout&quot; can be changed from Default to Custom.</p><p><br></p><p>This will make the &quot;Tab order&quot; area underneath appear. Here, you can hover over a tab to show the dots on the left side of the bar, and you can use this to drag-and-drop the tabs in whichever order you wish them to appear.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMWRjZDk1LTBmYTgtNGQ0Ni1iZjZmLTE5ZDAxNDc1OGZjYSJ9.0UNhQ1U-esNc5CikqXnwW7o74D83unTJ-xDuLtZwL3g" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 265.731px;" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 56. Tab layout configuration.</span></strong></p><p><br></p><p>You can click the pencil icon on the right when editing to also set whether you wish this tab to show or be hidden.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNWFkNzM4LWQzZTMtNDk5Ny1hOTdlLTE1YTMwYjM3YTkzYiJ9.SpZ-OGaT86YPvvZC_EHI_vpw1854WW-GNbVRK34CJN8" class="fr-fic fr-fil fr-dib" width="690" height="312"></p><p><strong><span style="font-size: 10pt;">Fig 57. Show/hide a tab.</span></strong></p><p><br></p><p>If &quot;Show tab&quot; is selected, the tab will appear once the prerequisites for it doing so are set, i.e. the Budgets tab appears once the Budgets field is added to the ticket type.</p><p><br></p><p>If &quot;Hide&quot; is selected, the tab will not appear regardless of whether the prerequisites are met or not.</p>

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min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong id="isPasted">Configuration &gt; Asset Management &gt; Software Licencing</strong></p><p><br></p><p><strong id="isPasted">Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/2508" target="_blank" rel="noopener noreferrer"><strong>Licences/Subscriptions Overview</strong></a></li></ul>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } </style><style> p { margin: 0; font-family: "Poppins", sans-serif, "Roboto"; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } .styled-table thead tr th:first-child { width: 28em; min-width: 28em; max-width: 28em; word-break: break-word; } .styled-table thead tr th:nth-child(2) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(3) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(4) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table thead tr th:nth-child(5) { width: 8em; min-width: 8em; max-width: 8em; word-break: break-word; } .styled-table { border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15); } .styled-table thead tr { text-align: left;border-radius: 5px; } .styled-table th { border-radius: 5px; padding: 12px 15px; } .styled-table td { padding: 12px 15px; } .styled-table tbody tr { border-bottom: 1px solid #dddddd; } .styled-table tbody tr:nth-of-type(even) { background-color: #fafafa; } .styled-table tbody tr:last-of-type { border-bottom: 2px solid $orcolor; } </style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 12.0171%; 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: 54.601%; 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="tracksoftwarechanges">Show software changes on the Asset change history</td><td style="width: 12.0171%;">Checkbox</td><td style="width: 54.601%; text-align: left;">When selected, all changes made to software licences on an Asset (done on the &#39;S<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; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(250, 250, 250); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">oftware&#39; tab of an Asset) will be displayed on the Change History tab for that Asset.</span><br></td></tr><tr><td style="width: 33.3333%;" id="software_audit_level">Software Audit Level<br></td><td style="width: 12.0171%;">Single select</td><td style="width: 54.601%; text-align: left;">Allows you to choose which software changes are tracked.&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><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 id="isPasted"><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong><strong><br></strong></span><p><span style="font-size: 11pt;"><strong>- Key Settings</strong></span></p><p><span style="font-size: 11pt;"><strong>- Add Fields to Time Logging screen</strong></span></p><p><span style="font-size: 11pt;"><strong>- Set Warning if Time Taken on Action Exceeds a Set Amount of Time</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting Target Hours and Holidays</strong></span></p><p><span style="font-size: 11pt;"><strong>- Timesheet Approvals</strong></span></p><p><span style="font-size: 11pt;"><strong>- Incomplete Timesheets Notifications</strong></span></p><p id="isPasted"><br></p><p><br></p><p><strong><span style="font-size: 11pt;">Admin Guides:</span></strong></p><ul><li style="font-weight: bold; font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1831/" target="_blank" rel="noopener noreferrer"><strong>Time Management</strong></a></li></ul><p><br></p><p><span style="font-size: 11pt;"><strong>Related Guides:</strong></span></p><ul><li style="font-weight: bold;"><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1925/" target="_blank" rel="noopener noreferrer"><strong>Timesheet Approvals</strong></a>&nbsp;</span></li><li style="font-weight: bold;"><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1924/" target="_blank" rel="noopener noreferrer">Time Tracking</a></span> <a href="https://usehalo.com/haloitsm/guides/1924/" target="_blank" rel="noopener noreferrer"><br></a></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>What are Timesheets?</strong></span></p><p><span style="font-size: 11pt;">The timesheets module in Halo allows agents to log time the time they are working, and see this broken down into each action they have completed. Useful for tracking your agent&#39;s time. Additional functionalities are available around this, such as submitting these timesheets for approval and timesheet notifications.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p></div><p><span style="font-size: 14pt;"><strong>Allow Agents to Log Time</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">To enable the Timesheets module and allow agents to log time first ensure you have enabled the &quot;Time Management&quot; module found under Configuration.&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmNWVlOWVmLWJiNGYtNGNjNS05ODQ5LTUxNWZhN2M3N2FiZSJ9.8gWRpHU4chrQHpASWoT3QHmyeV0eCtXOjFT2UqeG7io" class="fr-fic fr-fil fr-dib" width="880" style="width: 882px; height: 473.268px;" height="473"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Enable the Time Management module</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Enabling this will make the Timesheets module available in the navigation bar (shown in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>2).&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjMGRmZmRjLTQyOTktNGNiZS05ZWU5LTUwYjhiN2Q1MTUyOSJ9.o6F_Ppng7coHvh_7h5O95iUHwlvw3hobUC4S3uNw1Gg" class="fr-fic fr-fil fr-dib" width="1550" style="width: 1552px; height: 687.707px;" height="688"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Timesheets module</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This module is used to give an overview of the time agents have logged that week. Agents can also log time from here.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><em><strong>Note: If you still cannot see this module in the navigation bar, you may need to <a href="https://usehalo.com/haloitsm/guides/2521" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">adjust your navigation menu.</a>&nbsp;</strong></em></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">There are some additional settings to consider to improve the time logging experience.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Enable Quick Time</strong></span></p><p><span style="font-size: 11pt;">Under Configuration &gt; Time Management &gt; &quot;Allow Agents to log quick time&quot;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmYTA4NGYyLTQ2ODUtNGVlNy05ZDljLTZjYmNhMGQxOTVhNSJ9.prBKC4Tc-z9AaYHoHNlazfG5xUrLCOGV-onvCFcAjng" class="fr-fic fr-fil fr-dib" width="633" style="width: 635px; height: 304.765px;" height="305"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Allow agents to log time setting</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This setting, when enabled allows agents to log time both on an action on a ticket, and make a timesheet entry from their timesheet directly. If you would like agents to only be able to log time by completing an action on an existing ticket, not using thequick time functionality on the timesheets module, disable this setting.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For more information on using quick time checkout: <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1924" data-pasted="true" style="font-size: 11pt;">Time Tracking</a>.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Enable the Agent Timesheet</strong></span></p><p><span style="font-size: 11pt;">Under Configuration &gt; Time Management &gt; &quot;Enable Agent Timesheet feature&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.eyJpZCI6IjUyZDcxODU4LWRmM2QtNDg5ZC05ZGVhLTdkNTgyOTdhNmNhYiJ9.PhA3kAGkE89CNVKxjcgJgrlTc7jk92HktluYoL5kUxU" class="fr-fic fr-fil fr-dib" style="width: 411px;"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Enable agent timesheet feature setting</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This setting, when enabled will make the &#39;timesheet feature&#39; option available, shown as a clock in the top right corner of the page, this shows the agents timesheet for the current day. Even if this is not enabled agents can still log time from the timesheet module but this gives them quick access to the day&#39;s time entries.&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.eyJpZCI6IjZmMGQxZjE5LTgxYzktNDEwMC1hOGMwLWVkMjI1OWUyYzZhOCJ9.OJQnPhF3ReVEY9uz4wtG5k-xcPQBMaSL14cXbjbIJKs" class="fr-fic fr-fil fr-dib" style="width: 936px;"></span></p><p><strong><span style="font-size: 10pt;">Fig 5. Timesheets feature button when expanded</span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Add Fields to Time Logging screen</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When logging time from a timesheet the agent is prompted to complete some details for the time entry, out of the box, this will look as shown in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>6.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkZjhiMzUzLWMxM2QtNDA5Yy1iZGZjLWUwY2I4ZGFlNWJjNyJ9.F6AyvOXpXENXP5gf2zz5ydcRsVnR3NUNlZqy7tfaaKs" class="fr-fic fr-fil fr-dib" style="width: 456px;"></p><p><strong><span style="font-size: 10pt;">Fig 6. Log time screen</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The details on this screen are required to record basic details on what the time is being logged for. The &#39;distance travelled&#39; option will only appear if you have the &#39;track distance travelled&#39; setting enabled (Configuration &gt; Time Management).&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can also add category and contract fields to the log time screen, to do this, enable the setting in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>5, found in Configuration &gt; Time Management.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhOWI5YTkwLTVjZmEtNDA2Mi1hMjM3LWM4NzRiZGY4OGI3OSJ9.cZykdW0ugESOXw9Sr-wwNqhSSkgQmAuXGjpjsaZozDY" class="fr-fic fr-fil fr-dib" style="width: 716px;"></p><p><strong><span style="font-size: 10pt;">Fig 7. Display extra fields setting</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If the ticket type selected for logging time has a category and/or contract field in it&#39;s field list, and this setting is enabled, the category and contract field will appear when logging a time entry.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable a choice of ticket type to be selected when logging time, enable the setting shown in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>6. This allows you to choose which ticket type time is logged under when you are not logging time against a specific ticket.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5NTU2OTUwLTk0YjYtNGU5OS1iN2RmLTUxYmM3N2RkM2EwNSJ9.sYLZ5wENL1y1-VgmBpUeDAdBYtUA-sgbJmmYiWc6XhI" class="fr-fic fr-fil fr-dib" style="width: 709px;"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting to allow ticket type selection when creating a new ticket to log time against</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable a field that allows time to be logged time against multiple agents, enable the setting shown in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>9.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0MDI5YmVmLTUyNGMtNDE0OC04MzRhLTA4ZTk3ZjI3MTcyNyJ9.ENq18Ht_I2HKUSLPrlrPaX0qcDDIvy8qkL_cu3P_8fU" class="fr-fic fr-fil fr-dib" style="width: 713px;"></p><p><strong><span style="font-size: 10pt;">Fig 9. Setting to allow time to be logged against multiple agents</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Set Warning if Time Taken on Action Exceeds a Set Amount of Time</strong></span><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczOTgzY2RiLTczNTUtNGQyZS04MDQwLWY3NTAwYjMzZDdiMCJ9.40mF2ahiInHDeo43T0I3wasr_hwXM8IISFNvvfNMfCw" class="fr-fic fr-fil fr-dib" style="width: 860px;"></strong></p><p><strong><span style="font-size: 10pt;">Fig 10. Show warning is action time exceeds X minutes&nbsp;</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The setting shown in <span style="font-size: 11pt;" data-pasted="true">Figure&nbsp;</span>10 can be configured with a chosen number of minutes. When set, this setting will cause a pop-up warning to appear if the &#39;time taken&#39; action timer exceeds this amount of minutes. The warning will not appear if the &#39;time taken&#39; field is set manually. The warning will also not appear when logging time from a timesheet. This is to prevent cases in which agents accidently leave actions open too long, causing the action timer to keep counting and the time taken on the action to be incorrect.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 18px;">Setting Target Hours and Holidays</span></strong></p><p><span style="font-size: 11pt;">The target hours that appear on the timesheet is the total amount of hours that agent needs to log for that day. This is made up of the agent&#39;s working hours minus their break time.</span></p><p><br></p><p><span style="font-size: 11pt;">To see an agents working hours and their break time head to Configuration &gt; Teams &amp; Agents &gt; Agents &gt; select an agent &gt; Details tab. Here under &#39;Work Hours&#39; you can see which working hours they have assigned, under &#39;Lunch Break Duration&#39; you can see and set the number of hours they have for breaks.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4NjdmMTIxLTBlYWUtNGIzZC1iZjAwLTliMDUxMWRmNTZlNyJ9.d_39K01d-kJO-7FMDTpLhds3zsgqptF4oSvskRFdZ2Y" class="fr-fic fr-fil fr-dib" style="width: 827px;"></p><p><strong><span style="font-size: 10pt;">Fig 11. Agent working hours and Break</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Head to Configuration &gt; Teams and Agents &gt; Workdays, to see the configured working hours you have. For this agent, the &#39;default working hours&#39; are set to be Mon-Fri 9-5, so their target timesheet hours will be 7 hours a day (8-1).&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">Holidays are automatically taken into account on agents&#39; timesheets. If an agent has holiday booked on a given day, their target hours will adjust in line with the holiday taken automatically.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">In the Figure 12 example, an agent has booked an all day holiday for 02/03/26 therefore their target hours have been set to 0.&nbsp;</span></p><p><span style="font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkZTQyMTAyLTI4YjMtNDM5Yy05MTVkLThmY2QyYTk0MmM0OSJ9.lvUTPuPJ_WLg8UQLGIeEluDQoLbdW3Y6dCbGF9TYh0A" width="1038" height="481" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1040px; height: 480.643px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 12. Target hours reflecting Holiday</span></strong></p><p><br></p><p><span style="font-size: 11pt;">If you would like to be able to view booked holidays from the timesheet module, navigate to Configuration &gt; Time Management and ensure the checkbox setting &quot;Include Holidays on the Timesheet&quot; is enabled.&nbsp;<br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once this setting is enabled, you will be able to click into a day on the agent&#39;s timesheet and see any holiday that is booked.&nbsp;</span></p><p><span style="font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1OTJkMzk0LTUyNDktNDQ0Yi1hYzA5LWYxMDBmM2Q2MDkyZCJ9.cxodJ5_69PxHidEQDmfRFoapIeRWUooHdKMo816cFfM" width="857" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 859px; height: 679.209px; max-width: none !important;" data-pasted="true" class="fr-fil fr-dib" height="679"></span></p><p><strong><span style="font-size: 10pt;">Fig 13. Holiday booked showing in Timesheet</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Keep in mind on versions prior to v2.230 &#39;All Day&#39; holidays booked for a single day will not show on the timesheet, only partial days or 1+ day long holidays will show on the timesheet. From versions 2.230.1+ single day holidays will show on the timesheet.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNGQ3ZWNjLWY2MTYtNGJjYS04MGViLTEzZjVjMDVkNmIyNyJ9.BuD65nwSQ2Z9JsJOGh3plzXpyGtVrNZlGR7jGJDqn7Y" class="fr-fic fr-fil fr-dib" width="232" style="width: 234px; height: 482.197px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 14. Setting when booking a holiday to set it to &quot;All Day&quot;</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;"><em>Note: If the Holiday Type of the Holiday an Agent is booking requires approval, then it will not show on an Agent&#39;s timesheet until it has been approved.</em></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Timesheet Approvals</strong></span></p><p><span style="font-size: 11pt;">To be able to have agent submit their timesheets to a manager for approval, enable timesheet approvals in Configuration &gt; Time Management.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MGYzYzFkLTIwOTAtNDQwYy1hN2I4LWFlNDNlNTQ2MTA0MyJ9.kW2O2pd32ZiZt4RNs0h4kVhYcDQH5qxgR9CcQEyKUzM" class="fr-fic fr-fil fr-dib" style="width: 681px;"></p><p><strong><span style="font-size: 10pt;">Fig 15. Timesheet approvals setting</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once enabled agents will have the option to &#39;submit&#39; their timesheets, these are submitted from within the timesheets module. These can then be approved by the agent&#39;s manager. The agent&#39;s manager is set on the agent&#39;s profile in the &#39;manager&#39; field under Configuration &gt; Teams &amp; Agents &gt; Agents.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhMDE0ZDFiLTc4MmMtNGY4ZS1hYTE4LTJlYTc4YTA1ODQzNSJ9.jT_XFv0q_mwrKOVMeu_JFTFxi7zx0c61-wBdRLGeObc" class="fr-fic fr-fil fr-dib" style="width: 969px;"></p><p><strong><span style="font-size: 10pt;">Fig 16. Agent view when submitting timesheets for approval</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZTYzNjVhLTVmNGEtNDMxZS1iMjZjLWY0MGMyMWJiZTkxZCJ9.MOPUCOXhAlVR6d4-K1uHiH6IhYnq8_UKV8VaWS7vR9o" class="fr-fic fr-fil fr-dib" style="width: 973px;"></p><p><strong><span style="font-size: 10pt;">Fig 17. Approver view of timesheets</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Timesheet approvals can also be used in conjunction with the settings in Figure 18, Configuration &gt; Time Management.&nbsp;</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxM2IzOGE0LWMwODYtNDExMS1iZmQyLWM5ZjZkOTM5MWM3YiJ9.8cxHXItJ_d0kbdN48czQqZODmKWKFvwQA63EbNXkOlI" class="fr-fic fr-fil fr-dib" width="433" height="221"></p><p><strong><span style="font-size: 10pt;">Fig 18. Additional settings to use with timesheet approvals</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Send Timesheet rejection emails</strong> - Sends the agent an email when the approver has rejected their timesheets. The agent will then be able to amend their timesheet and re-submit for approval.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Actions cannot be amended once Timesheets are submitted</strong> - Prevents agents being able to edit any actions on tickets that have been submitted for timesheet approval.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Behaviour when time is added to a period that is already submitted:&nbsp;</strong>Choose what happens when an Agent tries to add a time entry to a timesheet that has already been submitted for approval. If set to &#39;Do not allow time entry and show a warning&#39; Agents will not be able to edit existing time entries or add new time entries.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Actions cannot be invoiced until Timesheets are approved</strong> - Prevents a ticket from appearing in &#39;Ready For Invoicing&#39; if there are actions against the ticket that have not been approved.&nbsp;</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Incomplete Timesheets Notifications</strong></span></p><p><span style="font-size: 11pt;">Notifications can be configured to send to agents and/or their managers if their timesheets are not complete by a certain time. These notifications can only send out once a day.</span></p><p><br></p><p><span style="font-size: 11pt;">First, in Configuration &gt; Time Management, &quot;Enable Incomplete Timesheet notifications&quot;.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljN2U1ZjRhLTg1MjgtNDE0YS1hZTU4LWI5MzIzNzkyZTQxZCJ9.LY4ebfBwXjXF4CBEARDzls-fK_JdesxMWdufV1bqwuA" class="fr-fic fr-fil fr-dib" width="1228" style="width: 1230px; height: 579.367px;" height="579"></p><p><span style="font-size: 10pt;"><strong>Fig 19. Enabling incomplete timesheet notifications<br></strong></span></p><p><br></p><p><span style="font-size: 11pt;">Then in Configuration &gt; Teams &amp; Agents &gt; Agents, select the agent you wish to enable this for.</span></p><p><br></p><p><span style="font-size: 11pt;">There are two options:&nbsp;</span></p><ul><li><span style="font-size: 11pt;">&quot;Send notification email when my Timesheet is incomplete&quot;, which will enable it for that agent to get notifications sent to themselves for their own incomplete timesheets.</span></li><li><span style="font-size: 11pt;">&quot;Send notification email when Agents I manage have incomplete Timesheets&quot;, which will send that agent notifications when the agents they manage have incomplete timesheets.</span></li></ul><p><span style="font-size: 11pt;">Enabling either of these options will cause the two settings underneath to show - &quot;Incomplete Timesheet Threshold (%)&quot; and &quot;Time to send incomplete Timesheet notification(s)&quot;.</span></p><p><br></p><p><span style="font-size: 11pt;">The percentage field is where you set how much of the timesheet is considered &quot;complete&quot;. The maximum is 100%, which would mean the full target hours would need to be reached for the notification to not be triggered.</span></p><p><span style="font-size: 11pt;">The time field is where you set when the notifications will go to that agent. Since this is set per agent, they can be different between agents.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNzY1OTYyLTliODQtNDM3Yy1hZjI4LWU2NWM1NjE3ODM4YSJ9.z0OWL_BFXkGHK1K-wh-tTb-uRSHxnAPOPS9pKPll5Vc" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 576.558px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 20. Enabling incomplete timesheet notifications per agent</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This email will then be sent to your agents at that time, with what percentage their timesheet is complete based on their target hours.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmYTQxZTVhLTY2M2YtNGZhZi1hYzQ3LTBjYWFjY2RjM2VlNyJ9.x11m2TKPHu3hves5pzBTi3yZFOLHnKqdpVj6ftndwtc" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 577.299px;" height="577"></p><p><strong><span style="font-size: 10pt;">Fig 21. Incomplete timesheet email</span></strong></p><p><br></p><p><span style="font-size: 11pt;">It will also send them an in-app notification in the notifications pane.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyODI3YmI1LWQ0M2QtNGY0MC1iMzk0LTA2OTcwZmYyMDRhNCJ9.4jcjJr7EQQeWXaoYjrxik-ob2WSkr3kzwe6Z8j3MEhc" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 576.696px;" height="577"></p><p><span style="font-size: 10pt;"><strong>Fig 22. Incomplete timesheet in-app notification</strong></span></p><p><br></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>In this guide we will cover:</strong></p><p><strong>- How to Use the Contract Signing Functionality</strong></p><p><strong>- Secure Signing</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/1843/" target="_blank" rel="noopener noreferrer"><strong>Agreements (Contracts)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1843/" target="_blank" rel="noopener noreferrer"><strong>Creating an Agreement/Recurring Invoice for a Customer</strong></a></li></ul><p><br></p><p><strong><em>Note: Within Halo the terms &#39;contract&#39; and &#39;agreement&#39; are used interchangeably.&nbsp;</em></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>How to Use the Contract Signing Functionality<br></strong></span></p><p>When a customer contract is proposed or comes up for renewal this can be sent out to the customer from Halo with the terms and conditions for them to sign and agree to.&nbsp;</p><p><br></p><p>To do this you will need to edit the email template used when sending the contract, head to Configuration &gt; Email &gt; Email Templates, open the template called &#39;Contract Email Subject&#39;, this will have &#39;id=261&#39; in the URL. It is important this is the template you edit as this is hard coded to be the template used when the contract is sent.</p><p><br></p><p>Edit the template to include the following variable: $-CONTRACTAPPROVAL</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyNzlhZjBiLTU2MjQtNDU0ZS1iY2RjLWE2ZTI0MDU2NzA5YiJ9.L19Zi2PwSB1Z9xYMO3oLM3qlkD_yUZWxPuMhpPN9F4c" class="fr-fic fr-fil fr-dib" width="928" style="width: 930px; height: 583.43px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 1. Contract email template with contract approval link.</span></strong></p><p><br></p><p>This variable will add a link into the email, linking the customer to the contract terms and conditions, here they will be able to agree and sign. This link will re-direct the user to the portal.</p><p><br></p><p>Once added navigate to the contract you would like to send off to be signed and use the &#39;send&#39; action.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjM2VhNzVlLWEzNGMtNGViZi05NTIwLThkMzViM2NkNjUzZSJ9.z6gInjQkUBgJM_s4C0v6Bd6sPkjKOrogi9INDZ3ZxqE" class="fr-fic fr-fil fr-dib" width="597" style="width: 599px; height: 342.17px;" height="342"></p><p><strong><span style="font-size: 10pt;">Fig 2. Send action within contract.</span></strong></p><p><br></p><p>When used you will see a preview of the email on the right hand side of the page before confirming send.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1ZjBlZjdiLTgzMzktNGVhYy05NDhhLTVhM2RjYTEyNWYxYyJ9.L0DtoO2vEwmuHHTp12DSBLFimYOJKuqjQ3h4VDMeFG4" class="fr-fic fr-fil fr-dib" style="width: 1223px; height: 621.363px;" width="1221" height="621"></p><p><strong><span style="font-size: 10pt;">Fig 3. Sending preview.</span></strong></p><p><br></p><p>When the link is followed the customer will be see the contract PDF and will be prompted to enter their name, email address and signature. By clicking &#39;submit&#39; the customer details are submitted and the contract is deemed as &#39;signed&#39;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiNmM2NTE1LWY3MjQtNDdmZi1hZGNiLTFlZmEwODE1NWI0MSJ9.uuIjHn2oZfq1Pn4pJbU4YHlY12eETIR49D24Cq7sc0A" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 694.244px;" height="694"></p><p><strong><span style="font-size: 10pt;">Fig 4. Signing agreement.</span></strong></p><p><br></p><p>Once the agreement is signed you may want the signage details to be visible within the contract PDF, to do this you will need to add some additional variables to your contract PDF template.&nbsp;</p><p><br></p><p>Head to configuration &gt; reporting &gt; PDF templates &gt; change the entity to agreements &gt; select the PDF template you are using for the agreement &nbsp;&gt; edit the page &gt; pages tab &gt; edit the main page. Here you will be able to see the HTML for the template, this is where you can add/remove elements to the agreement PDF. Here you can add the following variables:</p><p>$-CONTRACTAPPROVERNAME - This will pull through the name of the person signing and agreeing to the contract.</p><p>$-CONTRACTAPPROVEREMAIL - This will pull through the email of the person signing and agreeing to the contract.</p><p>$-CONTRACTSIGNATURE - This will pull through an image of the signature given when agreeing and signing the contract.</p><p><br></p><p><strong><em>Note: Further changes to your PDF template, such as customising the terms and conditions, can be done here too.</em></strong></p><p><br></p><p>The PDF you use as the contract template can be changed in configuration &gt; agreements.</p><p><br></p><p><strong>Fig 5</strong> shows an example of how to format these variables to be included in the contract details table using the out-of-the-box template.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2YjBkNzY5LTY4ZTYtNDI3Mi05YWVmLTYxZmUwMGUxNmIyZiJ9.tR6i2ivQ-DWjIrQqdnWsQBqqpMyS7CiJhqqgkQ31LsA" class="fr-fic fr-fil fr-dib" width="716" style="width: 718px; height: 574.092px;" height="574"></p><p><strong><span style="font-size: 10pt;">Fig 5. Editing the PDF template to include signing information.</span></strong></p><p><br></p><p>Once the template is edited the contract/agreement PDF will look similar to the example in <strong>Fig 6</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4ZGZkNDRmLTgzNjgtNDM5MC05YTA0LWQwNjBiZWRhZTk3NSJ9.Eiu2VfwcJGdrglUO_DEXzB3Wkp4CLMp3x_b91HpjRpo" class="fr-fic fr-fil fr-dib" style="width: 880px; height: 839.729px;" width="878" height="840"></p><p><strong><span style="font-size: 10pt;">Fig 6. PDF after additional variables added.</span></strong></p><p><br></p><p>Once the contract has been signed the PDF will update with the new information, at this point you can generate the PDF for the agreement. For record keeping purposes you may may to store the PDF with the signage details against the customer&#39;s account. You can make use of the &#39;documents&#39; tab under the customer profile for this. Simply download the agreement PDF then drag this from your files into the documents tab under the customer and this will be able to be viewed within Halo by anyone who has access to the customer.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZWM4Njc3LTc2YjgtNDdhOS04NGU5LWYzNzdjYTM4Njc1NyJ9.PLWH45CGUCX7XuMFaeTCobhUukLkqebxLBleBUjwq5w" class="fr-fic fr-fil fr-dib" width="1221" style="width: 1223px; height: 537.406px;" height="537"></p><p><strong><span style="font-size: 10pt;">Fig 7. Agreement PDF stored against the customer</span></strong></p><p><br></p><p>By default the document will not be visible to end users. To toggle the visibility select the document (using the left hand side checkbox), hover over the edit button and you will see an option to toggle the end user visibility on/off.</p><p><br></p><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkNTYxOGZjLTdlNTUtNDQyMy04MDZlLWQ2NDc5ZjJjY2NjNCJ9.fgePceTeCqDAsdIEZSbzMw8_lsO4VYNYEl1Ywq0ogD4" class="fr-fic fr-fil fr-dib" width="352" style="width: 354px; height: 286.908px;" height="287"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Toggle end user visibility.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Secure Signing</span></strong></p><p><span style="font-size: 11pt;">Secure signing can be enabled to ensure only the contract contact can sign the agreement.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Head to Configuration &gt; Agreements, enable the setting shown in <strong>Fig 9</strong>.&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlOTBkNzA3LTYyNGItNGZlMS1iZjQyLTQ0ODdlODI5Zjc0MSJ9.D1AfN_rAhEdYaYRMSFv3QU4bkSm0iY8tV-r-F1VoH_w" class="fr-fic fr-fil fr-dib" width="509" style="width: 511px; height: 270.484px;" height="270"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 9. Enable secure signing.</span></strong></p><p><strong><br></strong></p><p id="isPasted">Once enabled you will need to ensure each of your contracts has a contact assigned to them. This is set under the details tab of the contract setup. The contract contact can only be a user under the customer the agreement is for.&nbsp;</p><p><br></p><p>Once enabled, if the agreement is sent to, or the link is opened by someone who is not the contract contact they will not be able to sign for the agreement. If they try to submit their details a popup message will inform them they do not have permission to do this. As the link opens the agreement within the self-service portal, if the user that is logged in to the portal does not match the user denoted as the contract contact, they will not be able to sign for the agreement.</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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is a Ticket Field?</strong></p><p><strong>- Modifying Fields</strong></p><p><strong>- Organise Fields into Pages on the Portal</strong></p><p><strong>- Adding Signature Fields to Ticket Types</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li><strong><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a></strong></li></ul><p><strong>Related Guides</strong><strong>:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer"><strong>Custom Fields</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/876" target="_blank" rel="noopener noreferrer"><strong>Altering Ticket Types</strong></a></li></ul><p><strong><br></strong></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What is a Ticket Field?</span></strong></p><p>A Ticket Field is a section on a Ticket which holds specific Ticket information. Ticket Fields can be text boxes (such as the Ticket Summary), drop-downs (such as Ticket Type), checkboxes, memos, dates, time, or tables. A Field list is a list of Fields that the Agent/User will have to complete when logging as Ticket, or to enter data into throughout work on the Ticket.&nbsp;</p><p><strong><br></strong></p><p>If you head to Configuration &gt; Tickets &gt; Ticket Types, you will be presented with a list of all of the Ticket Types currently configured. Each Ticket Type has its own unique configuration and its own unique Field list - in this guide we&#39;ll modify the Field list for our &#39;Incident&#39; Ticket Type.</p><p><br></p><p>Clicking into the Incident Ticket Type takes us to the configuration page.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0NzA1NjVlLWU5ZGUtNDc5Ni1iNGY0LWJhMGNkNjg5NGY1NyJ9.sWftokduqe5UfDLsbk9ANjK_9M-PQ0ys89mZcs7xxWE" class="fr-fic fr-fil fr-dib" style="width: 737px; height: 619.847px;" width="735" height="620"></strong></p><p><strong><span style="font-size: 10pt;">Fig 1. Ticket type configuration&nbsp;</span></strong></p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Modifying Fields</span></strong></p><p data-pasted="true">To edit or add a Field to your Ticket you will need to head to Configuration &gt; Tickets &gt; Ticket Types, then choose the relevant Ticket Type, and head to the Field List tab. Next click &#39;Edit&#39;. This provides you with options to modify or remove a Field, or add to your list. To remove a Field you can click the bin icon on the line of the Field you want to remove. To add another Field to the Field List, click the add icon.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0NzgzMjZjLWUzMGMtNDdkYy04NjFiLTRhMWM3OTIxOGU0YSJ9.RgRoq0uWfMsJWVofe0hJV78OKzBK9MgE8jqqrXyDimU" class="fr-fic fr-fil fr-dib" width="1179" style="width: 1181px; height: 497.429px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 2. Adding To The Field List</span></strong></p><p><br></p><p>You will then be presented with the option to select the Fields you would like to add to your list:</p><p><strong><br></strong></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRmNzliMjMzLTg2NWEtNGMzYS1hNzc3LTEwNmFmODZlYTM3MyJ9.aLGTLiJDafxig3iDzUPfFDciQYvjf87Gu9sDebiO8AQ" class="fr-fic fr-fil fr-dib" width="620" height="454"></strong><br></p><p><strong><span style="font-size: 10pt;">Fig 3. The selection box also allows you to search via text input to help find what you&#39;re looking for</span></strong></p><p><strong><br></strong></p><p>Once you are happy with the selection of Fields you would like to add, simply click &#39;Save&#39;.</p><p><br></p><p>Halo provides an extensive list of Fields you can use to capture different types of information, however you may find that you are looking to capture some information that is not presented as an existing Field - in this case you can click the &#39;Add&#39; button.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1ZGM5Yjc4LWNkZWItNGMxMC1hMmQzLTgwMjEyNGJjNGZhOSJ9.4KL5vfNPBs9aT0VsO9ohE8wmVPkZhdsnso3CUv-x0MY" class="fr-fic fr-fil fr-dib" width="619" height="273"></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Adding Fields to the Field list</span></strong></p><p><br></p><p>This allows you to create a new Custom Field and will automatically add it to your Field list upon saving.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNDg5MGQ3LTZiZDgtNDY5MS04MzhlLWViZmI3OGYxZjRhMiJ9.aqOQI106l2w8ODCjlzxf3I4rxmIu6H_L7ow1F5SCPSA" class="fr-fic fr-fil fr-dib" width="683" height="831"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating your own Custom Fields.</span></strong></p><p><strong><br></strong></p><p>For more information checkout this guide on <a href="https://usehalo.com/haloitsm/guides/1938/" rel="noopener noreferrer" target="_blank"><strong>Creating Custom Fields</strong></a>.</p><p data-pasted="true"><br></p><p>In Figure 2<strong>&nbsp;</strong>we have a list inside the &#39;General&#39; box - this is known as a Field Group and is a collection of Fields that can be added/modified across several Ticket Types (instead of having to add/modify each Field independently). To add a new Field group click add as normal, but change the selection to &quot;Add Groups of Fields&quot;. Again you will be presented with the option to add an existing group, or create a new one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIzYzc5NTYxLWIwZmUtNGU5Ni05YjBjLTA5M2RhMTIzMWZhZCJ9.axXZhZgCjSg3miIRt5sNWfr5ObLErjjoZrgMrFabcFw" class="fr-fic fr-fil fr-dib" width="1081" style="width: 1083px; height: 424.906px;" height="425"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6.<strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">&nbsp;Adding a Field Group&nbsp;</span></strong></span></strong></span></strong></p><p><br></p><p>To create a new group click the &quot;Add&quot; button. This will bring up the New Field Group screen. Here you can set a name, header and description for the group. In the &quot;Defaults&quot; tab you can set visibility for the <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">overall group. Now add the Fields you would like to be contained in this group in the Field List Tab. As before you can use the add and remove options in the group&#39;s Field List, and you will be able to set the visibility of each Field by clicking the pencil icon.</span></p><p><br></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZGI3NWYzLWIzYjEtNGEzNi1hZTgxLTFlNDBlZGE1N2JjNyJ9._SioahFq5txtfxkcXK9jtiFuaYD2A5op3jInQvdjIto" class="fr-fic fr-fil fr-dib" width="689" height="637"></span></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 7. Creating <strong data-pasted="true"><span style="font-size: 10pt;"><strong data-pasted="true"><span style="font-size: 10pt;">a Field Group&nbsp;</span></strong></span></strong></span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p>Once you are happy you have added all the relevant Fields to your list, you can then modify their order &amp; visibility settings.</p><p><br></p><p>Fields can be re-ordered by hovering over the left hand side until the 8 dots appear.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhOGQ1ZmVhLTA4M2ItNGQ0Ny1iMzBiLTE3NGRjYWFhMWM5MyJ9.N9SAcRaxdV0N4CgSFGZaqSTsRml4apBWGeqF_aNacKo" class="fr-fic fr-fil fr-dib" width="447" height="373"></strong><br></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Changing The Field Order of The List</span></strong></p><p><br></p><p>These allow you to drag and drop the Fields into the desired order.</p><p><br></p><p>You&#39;ll note that, when in edit mode, each Field has a pencil icon to the right hand side. Clicking on this returns the Edit Field options.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczNzY2NzYzLWI0NGUtNDEyZS1iNjFiLTQ4Nzk4OGYzNzNlZSJ9.w-TnrMAWcl5WFib3v1Yg1YU-Yi5h_ncJJFEQv02ocso" class="fr-fic fr-fil fr-dib" width="797" style="width: 799px; height: 46.1303px;" height="46"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 9. Editing a Field</span></strong></p><p><br></p><p>&nbsp;Here you can set the visibility for the Field. Options here control if the field shows, and where it shows.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxN2RiZGJlLTkxZDItNDhjNS1hNDY2LWY2OGU2NzJmMjljNyJ9.lcmfocLlzl0Pifml2kvF2WYPqyJ7z-2qGpPIW5pUlEk" class="fr-fic fr-fil fr-dib" width="632" style="width: 634px; height: 1059.65px;" height="1060"></strong><strong><span style="font-size: 10pt;">Fig 10a. Field Visibility Options </span></strong></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2NDY0MzM3LTkzOTctNDQ5Yi04NjZhLWNkNzQ4NGRiYjlhYSJ9.jbvmipF67UiUCOQI_CXP8PLmsB3EQndSsMIu4tiK2oY" class="fr-fic fr-fil fr-dib" width="638" style="width: 640px; height: 604.696px;" height="605"></span></strong></p><p><strong>Fig 10b. Field Visibility Options&nbsp;</strong></p><p><br></p><p>You will see from Figures 10a and 10b there are options to set if the field shows for each viewer (agent, user, supplier) and for each form of the ticket (new ticket screen, ticket details screen, resource booking screen).&nbsp;</p><p><br></p><p>Options to set the &quot;Supplier Ticket Details Screen Visibility&quot; are available from v2.238+ and control if this field is visible to supplier contacts when they view the ticket in the portal.&nbsp;</p><p><strong><br></strong></p><p><strong>User/Supplier/Agent Hidden if empty -</strong> If enabled, the field will be hidden to users, suppliers and agents (respectively) if there is no data in it.&nbsp;</p><p><br></p><p><span style="font-size: 11pt;">The visibility options available will differ based on the type of field. Custom fields will have the most options, system fields will have less options as visibility may be dependent on other settings or configured elsewhere.&nbsp;<br></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;" data-pasted="true">There a 4 scenarios to consider when determining Field visibility:</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><ol style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px; 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;"><li style="box-sizing: inherit;">When an end-user is raising a Ticket on the Self-Service Portal.</li><li style="box-sizing: inherit;">When an end-user is viewing a previously raised Ticket on the Self-Service Portal.</li><li style="box-sizing: inherit;">When an agent is raising a Ticket.</li><li style="box-sizing: inherit;">When an agent is viewing a previously raised Ticket.</li></ol><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;"><em style="box-sizing: inherit;">Note: Priority is not visible in portal unless &quot;Show SLA compliance Information&quot; is ticked in Configuration &gt; Self Service Portal.</em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong style="box-sizing: inherit; font-weight: 700;"><em style="box-sizing: inherit;"><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">For each of these scenarios, you can specify whether or not your Field is visible. If you have created a Field group, you can configure the visibility for the whole group of Fields, rather than needing to do this individually. This is done by editing the group, then editing the Fields within the group.</span></em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span data-pasted="true">Dynamic Field Visibility can be used to make certain fields only appear based on the value of another field. This reduces the size of Field Lists and ensures that only relevant Fields show without the need for multiple similar Ticket Types.</span></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg5YzQ0MjZjLWU3NTYtNDY1ZS1iNTE3LTY3NTA4OTc3YjljYiJ9.3rcL3SnxzARGsfjBwi1hUIho1unTx-F1n_yCp9h-D9k" class="fr-fic fr-fil fr-dib" width="653" height="265"></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Custom Fields Other Visibility Options</span></strong></p><p><br></p><p>In contrast to Dynamic Field Visibility which makes the whole field appear or disappear, Dynamic Field <strong>Value&nbsp;</strong>Visibility can be used to make the visibility of certain values of a field dependent on the value of another field. This can only be applied to drop-down selection fields, both single selection and multiple selection.</p><p><br></p><p>Dynamic Field Visibility has the option to apply one criteria for the visibility restrictions or a group of criteria.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZWQwNjI0LTM0NjktNDFmZi1iZjU3LTIxYTU4NjJiNjYyZiJ9.9o7nTcTJ5UWdiJQeVKuHG8awAGhBmP3oopoOefxQTN4" class="fr-fic fr-fil fr-dib" width="674" style="width: 676px; height: 308.641px;" height="309"></p><p><strong><span style="font-size: 10pt;">Fig 12. The option of Criteria Groups on Ticket Field Lists</span></strong></p><p><br></p><p>If you add a Criteria Group, then all the criteria in this group must be met in order for the Field to be visible.</p><p><br></p><p>From version 2.232.1, Dynamic Field Value Visibility with also have the option of Criteria Groups.</p><p><br></p><p>For more information on configuring dynamic field and dynamic field value visibility checkout our guide <a href="https://usehalo.com/halopsa/guides/1931" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Override the Field Display Label&nbsp;</span></strong></p><p>Each custom Field will be configured with a &quot;Field Label&quot;, this will be used as the label for the field when agent/users fill the field in. However, when editing the field on a Ticket Type (or action) you can override this label. Useful when the same Field is used in various Tickets/actions but it is beneficial to have the field labelled differently for each location it is used.&nbsp;</p><p><br></p><p>Override the Field label using the &#39;Override display label&#39; Field, when editing the field within a Ticket Type (or action). The chosen label set to be used as the override will now show instead.&nbsp;</p><p><br></p><p>You can also override the display label for selected system fields. This can be done for the following system fields:&nbsp;</p><ul><li data-pasted="true">Summary</li><li>Details</li><li>Team</li><li>Additional Agents</li><li>Ticket Tags</li><li>Contributors</li><li>Estimated Time</li></ul><p><br></p><p>This is done by editing the field in the field list and using the &quot;Override display label&quot; field to enter the name you would like the field to have on tickets of this type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwMzg1YjMwLWE2YWUtNDA0OC04MDIzLWRmYmIxYjcxZTM2OSJ9.osWoISPU0J7pxpdP9W7aXOxjGATOhRwWEzcMaJnVY4I" class="fr-fic fr-fil fr-dib" width="560" style="width: 562px; height: 601.577px;" height="602"></p><p><strong><span style="font-size: 10pt;">Fig 13. Override the Display Label of the Summary Field</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Organise Fields into Pages on the Portal</span></strong></p><p>You can have multiple pages for Ticket Fields, when logging Tickets in the Portal. Providing a sleeker layout for users when they are logging Tickets (Forms) with an extensive Field List.&nbsp;</p><p><br></p><p><strong><em>Note: This only applies when logging Tickets in the portal, not when logging in the agent app.&nbsp;</em></strong></p><p><br></p><p>Fields will be grouped onto pages based on the Field list group they are in, each Field group will represent one page. Once you have organised your Fields into groups based on the pages you would like them to appear in, enable this functionality against the Ticket Type. Head to configuration &gt; Tickets &gt; Ticket Types &gt; select the Ticket Type &gt; Forms Tab &gt; enable &#39;Show multiple pages split by Field Groups&#39;.&nbsp;</p><p><br></p><p>Now when users log Tickets of this type in the portal, the required Fields will be spread across multiple pages. Users will not be able to navigate to the next page until the mandatory fields on the current page are completed.&nbsp;</p><p><strong><br></strong></p><p><strong><span style="font-size: 14pt;">Adding Signature Fields to Ticket Types</span></strong></p><p><br></p><p>You will be able to add Agent/Customer Signature Fields to the Ticket Type Field List:</p><p><strong><br></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlYzk5MzY1LWQ1NzYtNGU1NS04YWU1LTI5MDA0NzVlNTYxYiJ9.t5idZhrEbpzF6_IaQOo8LIsiJ3S8mV1q5VSZCGQD57g" class="fr-fic fr-fil fr-dib" width="634" style="width: 636px; height: 125.365px;" height="125"></p><p><strong><span style="font-size: 10pt;"><strong>Fig 14. Agent Signature and Customer Signature Fields</strong></span></strong></p><p><strong><br></strong></p><p>You will want to use the pencil icon on the left hand side of the Field within the list, to make sure that the Field visibility is correct, i.e. you will not want an agent signature Field on the new Ticket screen for a user on the portal:</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4ZjIwZGVlLTZlODMtNGIzZC1iZGY0LTRmZjk4YzNkYjhhYiJ9.R5BISyDs9VpAvx_rUCY68x0Do4mEtK50lIWK5yXNgKU" class="fr-fic fr-fil fr-dib" width="680" height="375"></strong></p><p><strong><span style="font-size: 10pt;">Fig 15. Setting visibility on the Field</span></strong></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- What is the Snow Integration?</strong></p><p><strong>- Connecting to Snow</strong></p><p><strong>- Customers</strong></p><p><strong>- Assets</strong></p><p><strong>- Software Licences</strong></p><p><strong>- Syncing</strong></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is the Snow Integration?</strong></span></p><p>Instances of Snow can be integrated with Halo to import and manage assets. The integration will work for both internal and publicly accessible instances of Snow, however you will not be able to perform any imports through the web client to internally accessible Snow instances if your Halo could not access it.</p><p><br></p><p><strong><em>Note: Cloud hosted versions of Snow are now compatible with the integration. Functionality remains the same but credentials for connection will differ.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Snow<br></span></strong></p><p>Multiple tenants of Snow can be connected to Halo.&nbsp;</p><p><br></p><p>After creating a new connection you will need to enter details required for connection.</p><p><br></p><p>You will be able to select the &quot;Instance Type&quot; to connect, dependent on if you are connecting a on-premise or cloud hosted instance.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliYjA5NDQ5LWY5ZjEtNGY0Yi1hMmE4LWQxMzUyOThhZGM3MCJ9.8S1g_Qit5irIqgJt0S_DNUPAd0JW3b4t42nVoguaceY" class="fr-fic fr-fil fr-dib" width="1268" style="width: 1270px; height: 468.067px;" height="468"></p><p><strong><span style="font-size: 10pt;">Fig 1. Select Instance Type to connect</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Connecting an On-Premise Instance</span></strong></p><p>Enter your Snow URL along with a username and password of a user in your Snow instance. The user&#39;s details you use here must have the role &quot;API User&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4NDlhY2MzLWFhYmEtNGRjOC1hMWE3LTRiYTY0OTkxOWMwNyJ9.Fp0Q09N-4lyLNlCthmKnqCL8zBGZq1MRtvLP5WoHF2c" class="fr-fic fr-fil fr-dib" width="968" style="width: 970px; height: 512.317px;" height="512"></p><p><strong><span style="font-size: 10pt;">Fig 2. On-Premise Snow Connection</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Connecting a Cloud Hosted Instance</span></strong></p><p>In order to connect Halo to your cloud hosted instance of Snow, you will need to create an application registration in Snow to obtain a client ID and secret for connection. For details on how to obtain these checkout Snow&#39;s documentation: <a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://docs-snow.flexera.com/snow-atlas/user-documentation/snow-atlas-settings/application-registrations/manage-application-registrations/">https://docs-snow.flexera.com/snow-atlas/user-documentation/snow-atlas-settings/application-registrations/manage-application-registrations/</a>.</p><p><br></p><p>You will also need to enter the region your instance is hosted in (this may be found in the URL of your Snow instance).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY3YTcyNmJhLTIyZTktNGEwYy05Y2M2LWJkOGE2NmYwOTA3ZSJ9.zac9jIPRURw1QcarWVEmA-YTFTWwowTiuRuF-Q9Ul-0" class="fr-fic fr-fil fr-dib" width="1016" style="width: 1018px; height: 445.147px;" height="445"></p><p><strong><span style="font-size: 10pt;">Fig 3. Cloud Hosted Snow Connection</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Customers</span></strong></p><p>Once connected, Customers can be mapped and imported. Customers imported for the first time will update the existing record in Halo if the name in Snow is identical to the name in Halo. Once in the &quot;Edit&quot; view, click the &quot;Add&quot; button next to the table, and select each Halo customer to a Snow customer.</p><p><br></p><p>If top levels are enabled (Configuration &gt; Users &gt; General Settings &gt; &quot;Show an additional level (&quot;Top Level&quot;) for grouping Customers&quot;), a top level for each imported customer can be set here. You can also opt in/out of syncing addresses.</p><p><br></p><p>The customer import will also import licences but will only import licences for customers that have devices imported. Clients with no devices will not have licences imported. This means the first client import will also not import any licences so a client import, then a device import then another client import must be run to import licences. This is a limitation of the Snow API endpoints and the easiest way to access licences and link them without affecting device import speed.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwZjJkNDRiLWFmOTItNGZmYy04YjNkLTM2Y2JiNGQyZDgyYyJ9.ItLXMvCeE97DlIV_S4_ZiQmN8nQw5DNHwCmTgK7XVzo" class="fr-fic fr-fil fr-dib" width="1273" style="width: 1275px; height: 513.45px;" height="513"></p><p><strong><span style="font-size: 10pt;">Fig 4. Customer import</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Assets</span></strong></p><p>Once you&#39;ve imported your customers, you should then be able to import devices. No devices can be imported before customers are imported. Before importing devices, make sure to first set the default Site for assets to be imported into and the &quot;Asset-User matching type&quot;.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Determine Asset Sites and Users</span></strong></p><p><strong>Asset-User matching type -</strong> This determines how assets are matched and assigned to users in Halo.&nbsp;</p><p><strong>Don&#39;t update the asset site for existing or matched assets -</strong> When checked, existing assets will not have their site updated/changed. Assets will be assigned to a site upon initial import, but the site will not change on following syncs.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzMWUzZmFkLWYzOGYtNDI2MC1iNzhkLTUwOWNjZmZjYWNiMCJ9.u8HZ9ZBnZbYripsqZAK_2glDnexFskIu0x5GL19gFpo" class="fr-fic fr-fil fr-dib" width="1416" style="width: 1418px; height: 799.175px;" height="799"></p><p><strong><span style="font-size: 10pt;">Fig 5. Asset import configuration</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Determine Asset Types</span></strong></p><p>Then you will need to determine how imported assets are assigned an asset type. In Halo every asset must be assigned an asset type, however, as Snow does not have a concept of asset types you will need to configure how types are assigned.&nbsp;</p><p><br></p><p>Choose how imported assets&#39; types are determined, using the &#39;Determining an Asset&#39;s type&#39; field.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjN2QyMDhiLWQ3NjQtNDFkNy04MDJkLWNmOWIzYjA4NzdkYiJ9.P0LqTjzrJ7o8AkG2c-z8i3lhvbgFijPyFVVm9cGR0bQ" class="fr-fic fr-fil fr-dib" width="1018" style="width: 1020px; height: 410.163px;" height="410"></p><p><strong><span style="font-size: 10pt;">Fig 6. &quot;Determining an Asset&#39;s type&quot; field</span></strong></p><p><br></p><p id="isPasted"><strong>Use the Same Type for all Assets</strong></p><p>If you would like all imported assets to have the same asset type when imported set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;use the same type for all Assets&#39; then set the &#39;Default Asset Type&#39; field to be the asset type you would like assets from Snow to be.</p><p><br></p><p><strong>Use a Field to Determine each Asset&#39;s Type</strong></p><p>If you would like all imported assets&#39; types to be determined by a particular field, set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Use a field to determine each Asset&#39;s type&#39;. Then in &#39;Field for determining an Asset&#39;s type&#39; choose the field you would like the type to depend on. The field you choose must contain the name of the desired asset type, if this name can be matched to an existing asset type in Halo, it will be assigned this asset type. If the name is not the same as an asset type in Halo, a new asset type will be created. Note that the names must be identical in order to match. This setting is used if you have a field in Snow that already determines an asset&#39;s type, and you would like the types to be consistent between Halo and Snow.</p><p><br></p><p>When this option is selected, you will also need to set the &quot;Group for new Asset types&quot;. This will be the group any new asset types are created under.&nbsp;</p><p><br></p><p>In the figure 8 example new assets will be assigned to an asset type in Halo based on their &quot;Operating System&quot; field. If the data in the Operating System field matches the name of an asset type in Halo this asset will be created under the matched asset type. If a match cannot be made a new asset type will be created, under the asset group &quot;Computing&quot;.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2OWI0ZTI3LWRmY2EtNDk0MC04MmZlLThlZWViMjgxMWE2OCJ9.7zEzyUcHtjkZ0gz0JGZksQpgjehSq4o6AK80UkQKTeU" class="fr-fic fr-fil fr-dib" width="1445" style="width: 1447px; height: 246.775px;" height="247"></p><p><strong><span style="font-size: 10pt;">Fig 7. Using field to determine asset&#39;s type example&nbsp;</span></strong></p><p><br></p><p id="isPasted"><strong>Determine Asset Type using Rules</strong></p><p>If you would like asset types to be determined by asset rules set the set the &quot;Determining an Asset&#39;s type&quot; field to be &quot;Determine asset type using rules&quot;. Now you will be able to set asset&#39;s types based on rules. These rules are based on field values, and if matched will assign an asset to the chosen asset type. When creating a rule first add criteria for the rule, select the Halo field that you would like to base the criteria on, then set the rule type and the outcome needed in the field to match the rule. If an asset matches this rule, it will be imported as this asset type.</p><p><br></p><p data-pasted="true">The Rule Type &quot;Within Range (IP Addresses)&#39;&quot; can be set as criteria for IP address fields.</p><p><br></p><p>When using this method, you will need to complete the &quot;Default Asset Type&quot; field. If an asset is imported that does not match any of these rules, it will be created under the set default asset type.</p><p><br></p><p><strong>Don&#39;t update the Asset Type for Existing or Matched Assets -</strong> When checked, asset types will not be changed/updated after the initial import. Asset types will be set when assets are created, any following imports will update assets but will not update their asset type. Useful if you would like to be able to change the criteria for determining an asset&#39;s type without this impacting existing assets.&nbsp;</p><p><br></p><p><strong>Asset Matching Field</strong></p><p>Once you have configured how the asset types of imported assets are determined you will need to set the &quot;Asset Matching Field&quot;.&nbsp;</p><p><br></p><p id="isPasted"><strong>Asset Matching Field -</strong> Here choose the field is used to match Assets to existing records. This should be the unique identifier of the asset. If matched, the record will be updated. By default, the Snow ID will always be checked first. (assets will be assigned a Snow ID upon import).&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmOGNjMTJlLTMxMzUtNGNlYi1iN2Y3LThkNTI3OTY0MDQxMSJ9.cki51AOcuB-wzJeSWIiUVb8fCWJLdzvZWZcKQrJ2uhc" class="fr-fic fr-fil fr-dib" width="1361" style="width: 1363px; height: 430.24px;" height="430"></p><p><strong><span style="font-size: 10pt;">Fig 8. Asset matching field</span></strong></p><p><strong><br></strong></p><p id="isPasted"><strong>Asset Matching Value Exclusions&nbsp;</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 Snow ID instead.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Field Mappings</span></strong></p><p>You can then set the &quot;Field Mappings&quot; for fields on your assets within the table below. This controls where data against assets is stored in Halo, that is, which fields data is imported into.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE0NDhmYjgxLTJmYTctNGRiZi04ZTEwLTlmNTdlMDAzZWFkMiJ9.F1-Bm3GTmMKkJ5K-VJdSn1ZhFwswluoRlZjIYI0GChI" class="fr-fic fr-fil fr-dib" width="1371" style="width: 1373px; height: 388.699px;" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 9. Field mappings</span></strong></p><p><br></p><p id="isPasted"><strong>Field Type -&nbsp;</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">Asset Fields</a> if you are unsure on the difference between asset fields and custom fields in Halo.&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 Snow 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;">Additional Settings</span></strong></p><p>There also several miscellaneous options available for the device import shown in figure 8. These were added for those who&#39;d previously used the older Snow integration with the Windows Client to prevent the creation of new devices, changing of device types and changing of device locations due to the use of a new ID for the Snow Integration in the Web App.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA5MmRkZDQyLTE5ZTctNDAzNy1hZWE3LTY3NTNkNjQ1YzY4ZCJ9.c1zqmaAMfZ1es1fD0-rp7nbDeutt31qLLMXmGBxKJys" class="fr-fic fr-fil fr-dib" width="1323" style="width: 1325px; height: 486.06px;" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 10. Additional settings</span></strong></p><p><br></p><p>Once you have completed your import configuration hit &quot;Import Assets&quot; to begin the import.&nbsp;</p><p><br></p><p><strong><em>Note: The Asset import imports both Computers and Mobile Devices as they are classified in Snow.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Software Licences</span></strong></p><p>Once Customers and Assets are both mapped and imported, you can import software licences within the corresponding tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU1ZWZjYjQxLWE5ZTEtNGI1NS1iZDE2LTI0YzVlNTcxN2IzMiJ9.AckrJi_4WTNo2WBZH08hAGKVQZ3XXHBKSQH8kFEeXmI" class="fr-fic fr-fil fr-dib" width="758" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 11. Software Licence import</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Syncing</span></strong></p><p>After importing all the above and ensuring the configuration is as you would expect it, you can enable the Halo Integrator to have Customers and/or Devices automatically update.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZmI3ZjVhLTdjNWItNDE4YS1iYzAzLWRlNWMxMmQxMzdjYiJ9.qe-s4yf7HCWaMI07g_k0AdrreYUoxDdEi5ZJG5g1e-0" class="fr-fic fr-fil fr-dib" width="1006" height="401"></p><p><strong><span style="font-size: 10pt;">Fig 12. Halo Integrator sync</span></strong></p><p><br></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the AWS Integration?</strong></p><p><strong>- How to import instances from AWS to Halo</strong></p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">What is the AWS Integration?</span></strong></p><p>The AWS integration is used to import instances from Amazon Web Services into Halo. Allowing you to manage your servers (instances) in Halo. When instances are imported these will be created as assets in your Halo instance, data against the instance in AWS will be imported into fields against the asset.&nbsp;</p><p><br></p><p>The types of instance you can import will differ depending on the version of Halo you are using:</p><ul><li>Versions prior to v2.198 - import EC2 instance only.</li><li data-pasted="true">Versions v2.198+ - import EC2 and RDS instances.</li><li data-pasted="true">Versions v2.224+ - import EC2, RDS, ELB and ECS instances.</li></ul><p><br></p><p>Instances can be imported on a recurring schedule to ensure data is consistent between the AWS instance and Halo asset.&nbsp;</p><p id="isPasted"><br></p><p><strong><span style="font-size: 14pt;">Connecting to AWS</span></strong><span style="font-size: 14pt;"><br></span></p><p>First you will need to enable the AWS integration module. Head to configuration &gt; integrations and enable the module using the &#39;+&#39; icon.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MTg3YzdkLTk1MDEtNDVmMy04MGFlLTI2MGZjNjZlZjE4YyJ9.uSweott7B2VAasmVwxwnRxCG2uT3OqQO7PXRkZulcKc" class="fr-fic fr-fil fr-dib" width="276" height="135"></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 and create a new connection. Under the &#39;details&#39; tab you will see an access and secret key are required to connect to the integration. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjZTc5YzJiLWZlMzAtNDA0Mi1iMDc2LWYwY2M4NDc4N2FkOCJ9.EDotYQPZN0deYuuHPEAyWhldhrm9Mjt4qgtNRv68K_k" class="fr-fic fr-fil fr-dib" width="1365" style="width: 1367px; height: 506.687px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 2. AWS connection details</span></strong></p><p><br></p><p>The access key you use here can either be a root access key or an IAM access key.&nbsp;</p><p><strong>Root access key</strong> - Will give the application administrator permissions</p><p><strong>IAM access key</strong> - Allows you to choose the permissions the application has.</p><p><br></p><p>For information on how to obtain a root access key see the documentation by AWS <a data-fr-linked="true" href="https://docs.aws.amazon.com/IAM/latest/UserGuide/id_root-user_manage_add-key.html" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p>For information on how to create an IAM access key see the documentation by AWS <a data-fr-linked="true" href="https://docs.aws.amazon.com/IAM/latest/UserGuide/access-keys-admin-managed.html" target="_blank" rel="noopener noreferrer">here</a>. The user you are creating the access key for must have permission to read/view the instances you would like to import into Halo. For information on how to change user permissions in AWS see their documentation <a data-fr-linked="true" href="https://docs.aws.amazon.com/IAM/latest/UserGuide/id_users_change-permissions.html" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.</p><p><br></p><p>Now you have your access key and secret paste these into the field shown in figure 2 (in Halo).</p><p><br></p><p>From v2.224+ you will also have the field &quot;AWS Service&quot;, here choose the service type you would like to import instances of. If you would like to import multiple services you will need to create a connection for each service, each connection will require it&#39;s own access key and secret.&nbsp;</p><ul><li>On versions above v2.198 but below v2.224, you will have a tab for each type of service you can import. Complete the setup for the service(s) you would like to import, the setup is the same as outlined in this guide, it is just split between tabs.&nbsp;</li></ul><p>The &#39;Test configuration&#39; button can be used to ensure you have connected successfully.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Asset import configuration</span></strong></p><p>Now you have connected head to the &#39;Assets&#39; tab under the integration page to setup how the instances will be imported.</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwOWE0MmRkLWJkZTMtNDA1Mi05MjhiLTU1NGY2MGY2MTEwYSJ9.ojQpaGO7mQQJqhfqEHp7hcFbWYvew3yTwL2WXOwahGg" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 613.478px;" height="613"></p><p><strong><span style="font-size: 10pt;">Fig 3. AWS asset imports page</span></strong></p><p><br></p><p>In the &#39;Regions&#39; field add the regions you would like instances to be imported from. Only instances in these regions will be imported.&nbsp;</p><p><br></p><p>In the &#39;Asset Matching Field&#39; choose the field you would like to be the unique identifier for assets/instances imported from AWS. This field is used to match instances in AWS to existing asset records in Halo. If matched, the record will be updated, if no match is found a new asset will be created in Halo. By default, the AWS ID will always be checked first.</p><p><br></p><p><strong><span style="font-size: 12pt;">Asset Field Mappings</span></strong></p><p id="isPasted">Mappings can be configured to ensure data from AWS fields are imported into a chosen Halo field. Create a mapping by adding to the &#39;Field mappings&#39; table.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjZjBlMDZlLTI2ODEtNDY2Zi1iNjhkLWMyMDQzZGQzN2ZjYiJ9.t2brO4SuEj_8y_hlSuyQjx5w_bHIR0lutSWX2Dk4LUY" class="fr-fic fr-fil fr-dib" width="567" height="352"></p><p><strong><span style="font-size: 10pt;">Fig 4. 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>Now choose the AWS and Halo field you would like to map together. If you would like data from the AWS 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><em>Note: Ensure the field you have selected as the &#39;Asset Matching field&#39; has a mapping.&nbsp;</em></strong></p><p><br></p><p>Complete mappings for all the AWS data you would like to be brought into Halo.&nbsp;</p><p><br></p><p id="isPasted"><strong><span style="font-size: 12pt;">Determine an Asset&#39;s type&nbsp;</span></strong></p><p>When assets are imported from AWS a new asset in Halo will be created, as AWS does not have a concept of &#39;asset types&#39; like Halo we will need to configure how the type of new assets created from AWS are determined. This is done using the &#39;Determining an Asset&#39;s type&#39; field. &nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNGRhYWMyLTA5YzktNDhiZS05YzZmLTM1MzUyYjdiZWNkZCJ9.2gUNvvFqJNLR_usBXMMPwvcDE0RBdOwdFWulOaMeHXI" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 456.344px;" height="456"></p><p><strong><span style="font-size: 10pt;">Fig 5. Settings to determine a new asset&#39;s type</span></strong></p><p><br></p><p><strong>Use the same type for all Assets&nbsp;</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 AWS to be.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhYTY1NWNjLWNlNDAtNGIyYS05OWNjLTMyNjFiMTQ4Zjg5MCJ9.e47mE5T6ke1KJWGtzQ4PI7INxHdzkpGwNvqpxjcD7Qc" class="fr-fic fr-fil fr-dib" width="343" height="274"></p><p><strong><span style="font-size: 10pt;">Fig 6. Use same type for all assets</span></strong></p><p><br></p><p><strong>Use a field to determine each Asset&#39;s type&nbsp;</strong></p><p>If you would like all imported assets&#39; types to be determined by a particular field, set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Use a field to determine each Asset&#39;s type&#39;. Then in &#39;Field for determining an Asset&#39;s type&#39; choose the field you would like the type to depend on. The field you choose must contain the name of the desired asset type, if this name can be matched to an existing asset type in Halo, it will be assigned this asset type. If the name is not the same as an asset type in Halo, a new asset type will be created. Note that the names must be identical in order to match. This setting is used if you have a field in AWS that already determines an asset&#39;s type and you would like the types to be consistent between Halo and AWS. Instances that have field data but this data does not match an existing asset type in Halo will create a new asset type. Instances that do not have the selected field populated will create under the default asset type. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNzRjMmJiLWY3ZjEtNGFlOS1hZDE5LWJlNGFkMzkwNmI0OCJ9._VY00-7_9pk7_ouRwXmlqVy_a4TwFV3ynjczj5urvWM" class="fr-fic fr-fil fr-dib" width="568" height="353"></p><p><strong><span style="font-size: 10pt;">Fig 7. Use field to determine an asset&#39;s type</span></strong></p><p>&nbsp;</p><p>In the figure 7 example new assets will be assigned to an asset type in Halo based on their &#39;Architecture&#39; field. If the data in the Architecture field matches the name of an asset type in Halo this asset will be created under the matched asset type. If a match cannot be made a new asset type will be created, under the asset group &#39;Network Equipment&#39;. If the asset does not have the &#39;Architecture&#39; field populated the asset will be created under the default asset type, &#39;Application server&#39;. &nbsp;</p><p><br></p><p><strong>Determine Asset type using rules&nbsp;</strong></p><p>If you would like asset types to be determined by asset rules set the set the &#39;Determining an Asset&#39;s type&#39; field to be &#39;Determine asset type using rules&#39;. Now you will be able to set asset&#39;s types based on rules, These rules are based on field values, and if matched will assign an asset to the chosen asset type. When creating a rule first add criteria for the rule, select the Halo field that you would like to base the criteria on, then set the rule type and the outcome needed in the field to match the rule. If an asset matches this rule it will be imported as this asset type.&nbsp;</p><p><br></p><p>If an asset is imported that does not match any of these rules, it will be created under the default asset type. 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;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxYmNjYjBjLTdiNDQtNDYwNi1iYmQxLWJkMDNhZjZkYzkzOCJ9.QHTNGQ3vDup7RybaZG7evbuUsP-Tx7YUR0wPyrls7uk" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 498.812px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 8. Determine asset&#39;s type using rules</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk1NGQ4MzM0LTQ0MzMtNGY4Mi1iNTlhLTc3MWI4MmY0ZThiYyJ9.BeIvdvDaYWluZO46tzQewNeUJEf0S2rJG-HH5rhtghk" class="fr-fic fr-fil fr-dib" width="546" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 8a. Rule example to determine asset type</span></strong></p><p><br></p><p>In the figure 8 example instances that have an Asset Number starting with &#39;SERV-&#39; will be created under the Server asset type. Instances that do not meet this criteria will not be imported.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Miscellaneous Asset import settings</span></strong></p><p><strong>Deactivate Assets in Halo when they are deleted from AWS (Halo Integrator only) -</strong> When enabled assets will be deactivated in Halo when they are deleted from AWS. This only comes into effect when instances are imported using the Halo integrator (not when importing manually).</p><p><strong>Don&#39;t create new Assets -</strong> When enabled new assets will not be created in Halo. Instances that match to a Halo asset will be updated but any instances that do not match will not be imported/created.</p><p><strong>Don&#39;t update the Asset type for existing or matched Assets -</strong> If enabled, any instances that match to an existing asset when importing will not update the existing asset with a different asset type from AWS. This allows you to change data that impacts the Halo asset type in AWS without it affecting the existing assets in Halo.&nbsp;</p><p><strong>Don&#39;t update the asset site for existing or matched assets-</strong> If enabled, any instances that match to an existing asset when importing will not update the existing asset with a new site. This allows you to change asset site rules without it affecting the existing assets in Halo.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Site Mappings</span></strong></p><p id="isPasted">AWS does not have a concept of sites or customers, so to determine which site an asset should be created against you can use site rules under the &#39;Sites&#39; tab. These rules are based on field values, and if matched will assign an asset to the site of the mapping. For example if an asset in AWS has a field with a value &#39;x&#39; it will be imported under a chosen site in Halo. To do this, add a site rule to the table, select the Halo site you would like the asset to go to, add to the criteria table. Here 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.&nbsp;</p><p><br></p><p>You will also need to set a &#39;Default site&#39; any assets that do not match a site rule will be assigned to the default site.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhNjM5ODczLTAzMzUtNGQ4MC04MDFmLTdmZWYyNzE0Y2JiMCJ9.sE6M4d7k_pfivtBowKwn7aXevLa3uQOpNwFxZH9duck" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 565.134px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 9a. Site rules</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ZmQ4MzM5LTdmOGEtNGM0Ny04NzFmLWU4YzBjZjlhZTJmNyJ9.2faxoBJtMF6ZRPpxB2QArir1svDx8NRofwbZDeYMRdo" class="fr-fic fr-fil fr-dib" width="557" height="556"></p><p><strong><span style="font-size: 10pt;">Fig 9b. Site rule example</span></strong></p><p><br></p><p>In the figure 9 example instances that contain the string &#39;ACORN-LDN&#39; in their &#39;Name&#39; field will be assigned to the London HQ site for the customer Acorn Construction. Any other assets that do not meet this criteria will be assigned to the site Leeds under the customer St Johns High School.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Instances</span></strong></p><p>Now you are ready to import instances. Head to the Assets tab and use the button &#39;Import Instances&#39; to pull up the import preview screen. Here, you will see all the instances that will be imported. To begin the import hit start, this will create the instances as assets in your Halo instance.&nbsp;</p><p><br></p><p>To have instances import on a scheduled basis head to the &#39;Syncing&#39; tab and enable the Halo Integrator for the AWS integration.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjY2M3ZmJlLWMyOGQtNDhlOS04N2IzLTU2Mjc4ZjkyYzc4MyJ9.M2cjwrN521nUz8qHP2srXuDeZBVukIvc4vmfobVAf20" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 385.647px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 10. Enable the Halo Integrator for the AWS integration</span></strong></p><p><br></p><p><strong><em>Note: On versions between v2.198 and v2.224 you will have an additional field to select which service to import instances from, you can choose to import EC2 and/or RDS instances.</em></strong></p><p><br></p><p>When enabled instances will be imported automatically on a daily basis. You can also see here if there are any errors with the import too.&nbsp;</p><p><br></p><p><strong>Deactivate Assets in Halo when they are deleted from AWS (Halo Integrator only) -</strong> Available from v2.224+. Enable this if you would like assets in Halo to be deactivated when the linked instance cannot be found (has been deleted from) AWS. This only applies when the Halo integrator executes the import, not when an import is manually run.&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>Please find attached a document outlining the Statement of Work for a Standard 16-hour Onboarding of HaloPSA. If you are viewing this article on our website, you will need to view this in our portal <a href="https://support.haloservicedesk.com/kb?id=2585" target="_blank" rel="noopener noreferrer">here</a> to obtain the attachment.&nbsp;</p><p><br></p><p>If you are being implemented by a verified HaloPSA Onboarding Partner, please refer to this document to understand the scope of work within your 16-hour professional services budget.&nbsp;</p>

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margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> .chartjs-size-monitor { display: none !important; height: 0 !important; overflow: hidden !important; } p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; 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background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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>- What are Article Drafts?</strong></p><p><strong>- Article Drafts in Action</strong></p><p><strong>- Enabling Article Drafts</strong></p><p><strong>- Create Ticket Type for Article Drafts</strong></p><p><strong>- Set the Ticket Type to use for Drafts</strong></p><p><strong>- Creating Actions to use on Article Drafts</strong></p><p><strong>- Who can Raise/Edit Drafts?</strong></p><p><strong>- Prevent Articles from being Edited directly in the Knowledge Base</strong></p><p><strong>- Preventing Multiple Article Drafts being raised for the Same Article</strong></p><p><strong>- Drafts in Ticket Templates</strong></p><p><strong>- Article Versions</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1844/" id="isPasted" target="_blank" rel="noopener noreferrer">Knowledge Base</a><br></strong></li></ul><p><br></p><p><span style="font-size: 14pt;"><strong>What are Article Drafts?<br></strong></span></p><p>Article drafts allow you to create draft versions of articles before publishing edits. This allows the changes to be stored separately to the original article and formally reviewed before the changes are published. You can also prevent agents from editing articles directly altogether, requiring them to raise a draft, which prevents agents making ad-hoc changes without proper review. Article drafts are available for both knowledge base articles and news articles.&nbsp;</p><p><br></p><p>When raising a draft a ticket will be created, agents then can make the proposed edits by editing the relevant fields on the ticket. Once edits are complete changes can be sent for approval and published from the ticket. As the draft is stored on a ticket, ticket functions (such as workflows, approvals and time tracking) can be utilised for processing the article draft. Giving many more options for building a comprehensive structure for processing and tracking changes to articles.&nbsp;</p><p><br></p><p><span style="color: rgb(0, 0, 0);" data-pasted="true"><em><strong>Note: &quot;Is a draft amendment&quot; can be used as a&nbsp;</strong></em><a href="https://usehalo.com/haloitsm/guides/1923" target="_blank" rel="noopener noreferrer"><em><strong>Ticket Rule</strong></em></a><em><strong>&nbsp;criteria, allowing possibilities of a new assigned Team or Workflow to be triggered once an article draft is created.</strong></em></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Article Drafts in Action</span></strong></p><p>Before covering how to enable and configure article drafts, lets take a look at them in action.&nbsp;</p><p><br></p><p>When article drafts are in use, each time a new article is created a new &#39;Article Draft&#39; ticket will be logged, rather than creating an article.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE3ZmIyYzBiLWZhYTEtNGFmMy1iMWI5LTVmMTY3NTI0ZGE0YyJ9.UVyVTf5EGjEgJMsJvrwiVaHidcz9gvJ1MiYflQZ7QVI" class="fr-fic fr-fil fr-dib" width="1044" style="width: 1046px; height: 535.813px;" height="536"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating new article using article drafts</span></strong></p><p><br></p><p>When editing existing articles you will have an option to &quot;Draft amendment&quot;, this will also create an &#39;Article Draft&#39; ticket, automatically populating with the existing content of the article.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjODA5MTI2LWM1ZjItNGFkYy1iNjNhLWYxYWQyZDFmODhkMiJ9.UnPMv1uSMcKCjBcTqmmT9uRZXiIzeCwGpzqQIbfuIWk" class="fr-fic fr-fil fr-dib" width="1088" style="width: 1090px; height: 499.405px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 2. Button to raise Draft amendment&nbsp;</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlkNDkyNjE4LTc0ZTUtNDI2Ny1iZmMzLThhMzJkYjkzN2ViZCJ9.JB1AoKpRIrNvYNIoTkM5WNQX0Rwoe9RYzGTsR8zQKxk" class="fr-fic fr-fil fr-dib" width="922" style="width: 924px; height: 499.991px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating new Article Draft ticket for an amendment</span></strong></p><p><br></p><p>The article can then be written up/edited from the article draft ticket created.&nbsp;</p><p><br></p><p>When amending the Description or Resolution of an existing article you can utilise the &quot;Compare Description/Resolution&quot; buttons to see how your new content compares to the old content.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxOTZjMzViLTg5YzgtNGJiOS04YWZjLTM2YTE4NGM1OGViMSJ9.3pnRzvZ25K8VVu5kpd1Lbg83ITXjjF5vvvFCwot5XSY" class="fr-fic fr-fil fr-dib" width="1176" style="width: 1178px; height: 444.015px;" height="444"></p><p><strong><span style="font-size: 10pt;">Fig 4. Button to compare current and new article Description</span></strong></p><p><br></p><p>If you then change the tab at the top to &quot;Difference&quot; it will then highlight the changes made. If no changes have been made yet, the text will appear without any coloured highlights.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhYmI3NGI3LTJiZjQtNDQ3OS1iNjYxLTE4MmQxNWJjOTQ0NiJ9.-JZcKuhLoA82GLoXXP89GUMXg888Zx01CY2qHArcg3c" width="902" style="width: 904px; height: 180.357px;" class="fr-fic fr-dii" height="180"></p><p><strong><span style="font-size: 10pt;">Fig 5. Difference tab</span></strong></p><p><br></p><p>Agents can either be allowed to draft the changes by editing ticket fields directly, as shown in Figure 4, or using actions. Using actions can be more beneficial when you have a strict or standardised article update procedure as it allows you to track the progress of the draft more effectively and/or enforce a set order of process.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNzc2YjViLWNmNzYtNDQ0ZC1iMTIzLTRlMmIwN2IwYjM5NSJ9.-TjuHxrrj4vQCjvBBBA9_ez2BzQWQSVP5TWIq59hbKM" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 465.471px;" height="465"></p><p><strong><span style="font-size: 10pt;">Fig 5. Using Action to Update Article Description</span></strong></p><p><br></p><p>If required, approval processes can run on the ticket if proposed changes need to be approved by agents/users. This will alert the approvers and they will be able to easily review the proposed changes from this ticket.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4NjE1NWVhLWI1OTUtNDRkNC04NmExLTUxMmJmN2FjMjY0NCJ9.jg6QyIoygz5gNwEFzT0g4VSyBKE7lhrskYNPI9mIgSs" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 457.238px;" height="457"></p><p><strong><span style="font-size: 10pt;">Fig 6. Submitting Article Draft for Approval</span></strong></p><p><br></p><p>When changes are complete the changes can be published to a new/to the existing knowledge base article using the &quot;Publish Article&quot; action (an action with this system use).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkNmVhOTA0LTJkMjMtNDM1ZS1iY2YwLTFjYWNhYmM1NTM1ZiJ9.EMM--RQXZlMSobsdSEiz1C_rqwjxkorgvyV3oCVzO34" class="fr-fic fr-fil fr-dib" width="1152" style="width: 1154px; height: 656.226px;" height="656"></p><p><strong><span style="font-size: 10pt;">Fig 7. Publish Article Action</span></strong></p><p><br></p><p>When publishing changes for draft amendments the existing article will be updated with the changes made.&nbsp;</p><p><br></p><p><strong><em>Note: If you are also using the article versioning functionality a new version of the article will be created.</em></strong></p><p><br></p><p>When publishing a new article, a new article will be created in your knowledge base. The article will be visible within the article draft ticket and the ticket will be linked to the article.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkNDJjYmY1LWFkYjAtNDY1Ny04NDc4LTNmMWE4MTBmODE4NiJ9.ecCNXYE5H_muaZLPArTNCe_KybaaOCsxsuklfCKywiI" class="fr-fic fr-fil fr-dib" width="1008" style="width: 1010px; height: 520.915px;" height="521"></p><p><strong><span style="font-size: 10pt;">Fig 8. New Article Created via Article Draft</span></strong></p><p><br></p><p>This allows agents to work on articles without needing to edit the live article. As the changes to and creation of articles is processed using tickets, all the functionality we have around tickets can be utilised for article drafts, this includes <a href="https://www.usehalo.com/guides/2396" target="_blank" rel="noopener noreferrer">approval processes</a>, <a href="https://www.usehalo.com/guides/1922" target="_blank" rel="noopener noreferrer">workflows</a>, <a href="https://www.usehalo.com/guides/1924" target="_blank" rel="noopener noreferrer">time tracking</a>, for example.&nbsp;</p><p><br></p><p><span style="font-size: 14pt;"><strong>Enabling Article Drafts</strong></span></p><p>The use of article drafts can be enabled each for knowledge base and news articles under Configuration &gt; Knowledge Base &gt; &quot;Use Article Drafts for KB Articles&quot; and &quot;Use Article Drafts for News Articles&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5NDI1OTc1LTc2MTktNGY4NC1hMGZkLWRlNmM1OTQ2ZGQxNSJ9.KnptIP0jQPNKgkHzITvy01x1qeJ1AAnYaC-ZCmAs6sw" class="fr-fic fr-fil fr-dib" width="878" style="width: 880px; height: 500.813px;" height="501"></p><p><strong><span style="font-size: 10pt;">Fig 9. Enabling Article Drafts</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Upon enabling some additional settings will show, to control how article drafts function, we will cover each of these settings throughout this guide.&nbsp;</span></p><p><br></p><p>Once enabled, you will need to create a new ticket type to use for article drafts. This ticket type will contain all the required fields and workflow used to process the draft.&nbsp;</p><p><br></p><p><strong><em>Note: Article drafts can be processed on an existing ticket type (provided the correct fields and actions are added), but we recommend creating a separate ticket type for effective ticket type management.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Create Ticket Type for Article Drafts</span></strong></p><p>A new ticket type will need to be created for article drafts, this needs to contain each of the article fields you would like agents to be able to update from a draft. Each of the fields relate to the article field of the same name, except the &quot;Summary&quot; field, which relates to, and will update, the title of the article.</p><p><br></p><p>The following fields can be added to the ticket:</p><ul><li>Summary</li><li data-pasted="true">Article Description (Knowledge Base)</li><li>Article Notes (Knowledge Base)</li><li>Article Resolution (Knowledge Base)</li><li>Article Type (Knowledge Base)</li><li>Action is reviewed</li><li>Agents that own this Article (Knowledge Base)</li><li>Allowed Customers (Knowledge Base)</li><li>Apply template when linked to a Ticket (Knowledge Base)</li><li>Article Active (Knowledge Base)</li><li>FAQ Lists (Knowledge Base)</li><li>Next Review Date (Knowledge Base)</li><li>PDF Template (Knowledge Base)</li><li>Primary FAQ list (Knowledge Base)</li><li>Related Articles (Knowledge Base)</li><li>Tags (Knowledge Base)</li><li>Teams that can access this Article (Knowledge Base)</li><li>Teams that own this Article (Knowledge Base)</li></ul><p>The following fields can also be added to the ticket when &quot;Use new draft type (Drafts stored on an Article)&quot; is enabled under Configuration &gt; Knowledge Base.&nbsp;</p><ul><li>Article Meta (Knowledge Base)&nbsp;</li><li>Article Show for all User Roles (Knowledge Base)</li><li>Article User Roles (Knowledge Base)</li></ul><p data-pasted="true"><strong>Use new draft type (Drafts stored on an Article) (v2.238+) -</strong> When enabled, drafts are stored slightly differently, rather than being stored on the ticket, they are stored on a hidden article in the KBentry table. The agent experience of logging and updating the draft is the same, the data is just stored differently in the background. Enabling this allows you to use the &quot;Meta&quot;, &quot;Available to all User Roles&quot; and &quot;User Roles&quot; fields on article draft tickets. Allowing you to set these fields on the article from the article draft ticket.&nbsp;</p><p><br></p><p>Add each of the fields you would like your agents to update from a draft.</p><p><br></p><p>Create a new ticket under Configuration &gt; Tickets &gt; Ticket Types &gt; New. Name and add the fields to the ticket type&#39;s field list accordingly.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM5Mjk5YTFmLTQzN2QtNDQwMS04NzRhLTNjZjEyYWVjMmQ2MyJ9.6EOvhpCrK5SkqW4s5M9YHkqz9mbvH3QJN3MIp3R9Q4Q" class="fr-fic fr-fil fr-dib" width="1321" style="width: 1323px; height: 748.698px;" height="749"></p><p><strong><span style="font-size: 10pt;">Fig 10. Article Draft Ticket&nbsp;</span></strong></p><p><br></p><p><strong data-pasted="true"><em><span style="color: rgb(0, 0, 0);">Note: Rich text fields for article drafts will have the same formatting options as the rich text fields directly against a knowledge base article, allowing you to create content in the exact format it should be published in.</span></em></strong></p><p><br></p><p>You will need to set the visibility of each field accordingly to control when agents are able to update each of these fields. See our guide <a href="https://www.usehalo.com/guides/1920" target="_blank" rel="noopener noreferrer">here&nbsp;</a>for information on setting ticket field visibility.&nbsp;</p><p><br></p><p>As these are ticket fields,<a href="https://www.usehalo.com/guides/1920" target="_blank" rel="noopener noreferrer">&nbsp;dynamic field visibility</a> can be configured here. Useful if you would like to restrict which fields show depending on who is logging the draft. For example, hiding the &quot;FAQ Lists&quot; field from all agents except your knowledge manager to ensure only the knowledge manager can change the FAQ lists articles are on.&nbsp;</p><p><br></p><p><strong>Do I need to create a separate Article Draft Ticket Type for News Articles?</strong></p><p>As News Articles contain slightly different fields to Knowledge Base Articles, you may prefer to create a separate ticket type for creating drafts of News Articles.&nbsp;</p><p><br></p><p data-pasted="true">From v2.246+ the &quot;Article Type&quot; field can be used as criteria in dynamic field visibility. This allows you to dynamically change the fields that show on your article draft ticket based on whether a News Article or Knowledge Base Article is chosen. This allows you to have a single ticket type for article drafts, regardless of the article type.&nbsp;</p><p><br></p><p><strong>Workflow</strong></p><p>A workflow can be created and assigned to the article draft ticket type if your article draft process has a set procedure that needs to be completed, or you would like to automate some of the process. For example, you would like to prevent agents being able to publish an article until it have been reviewed and approved.&nbsp;</p><p><br></p><p>For information on creating workflows see our guide <a href="https://www.usehalo.com/guides/1922" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p>&nbsp;</p><p data-pasted="true"><strong><span style="font-size: 14pt;">Set the Ticket Type to use for Drafts</span></strong></p><p>Now you have created the ticket type(s) to use for article drafts you will need to set these globally to ensure when a draft is raised from an article, tickets of this type are created.</p><p><br></p><p>Head to Configuration &gt; Knowledge Base &gt; set &quot;Ticket Type for Article drafts&quot; and/or &quot;Ticket Type for News Article drafts&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyY2VmNzY0LWI3YTQtNGVlNi05ZGY1LWM4ZGE2OTE0ZGQwMiJ9.2nJI5cX-GK-HyqhSlr8ghuoxByMEL4hBdsIpRtQcBLE" class="fr-fic fr-fil fr-dib" width="984" style="width: 986px; height: 431.375px;" height="431"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set which Ticket Types are used for article drafts</span></strong></p><p><br></p><p>Once set, this ticket type will be raised when a new article is created or a draft amendment is raised in the knowledge base.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Actions to use on Article Drafts</span></strong></p><p id="isPasted">Actions can be created to help process the draft, some key actions include:</p><ul><li>Updating Article Fields</li><li>Publishing the Article</li><li>Submitting the ticket for Approval&nbsp;</li></ul><p><br></p><p>If you are leveraging <a href="https://www.usehalo.com/guides/1922" target="_blank" rel="noopener noreferrer">workflows&nbsp;</a>for article drafts, be sure to allow actions on each workflow step accordingly.&nbsp;</p><p><br></p><p>Actions are created under Configuration &gt; Tickets &gt; Actions.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Action to update article Fields</span></strong></p><p>To have an action that allows an agent to update article fields simply create an action with no system use, that contains the fields you would like to be updated in it&#39;s field list.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1MDkzYWI2LTY5MGQtNDMwMS1iOTBjLWExM2YyNDE0YjJlMSJ9.uk-h6lUkSx5g4DQTWjx5kRpy2MGUGc0Romiy_to-g50" class="fr-fic fr-fil fr-dib" width="802" style="width: 804px; height: 319.226px;" height="319"></p><p><strong><span style="font-size: 10pt;">Fig 12. Action to update an Article&#39;s description, resolution and notes</span></strong></p><p><br></p><p>When the action is used, the agent will be prompted to fill in these fields, which will update the fields of the same name against the ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlNjIwOWIxLWI3ODMtNDViOC04ZmEzLTNmOTkzZjdiMDkyNSJ9.hoxldc6px-nNjGJP6Ra3ed2iiv_uKwb3F0S5tLCYbXg" class="fr-fic fr-fil fr-dib" width="1120" style="width: 1122px; height: 474.865px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 13. Action to update Article Fields</span></strong></p><p><strong><br></strong></p><p>Changes to these fields on the article itself will only be made when the draft is published.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Action to Publish Article&nbsp;</span></strong></p><p>In order to publish the draft to your knowledge base you will need to use an action with the following system use on the article draft ticket:</p><ul><li data-pasted="true">Publish Article</li></ul><p>If you add any fields to this action you will be able to update these before the article is published.&nbsp;</p><p><br></p><p>When this action is used the article will be created and linked to the ticket. Similarly, the ticket will be linked to the article. The created article will be visible under the &quot;Article Details&quot; tab.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxNjA5YmJhLWY0MGUtNDQ3Mi04YzU4LTc1MDMyNDI0MmM0NyJ9.TXZWc7CHqWZ_0a9RLz0RLuQIOs7YeUrFoj4HrLJqGs0" class="fr-fic fr-fil fr-dib" width="877" style="width: 879px; height: 453.325px;" height="453"></p><p><strong><span style="font-size: 10pt;">Fig 14. New article created from Published article draft</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 11pt;">Preview Drafts before Publishing</span></strong></p><p>In Configuration &gt; Knowledge Base &gt; Articles, enable &quot;Preview articles before publishing them&quot;.&nbsp;</p><p><br></p><p>When publishing an article, a popup screen showing each field and its contents will show, similar to the email preview screen on a ticket action. This screen is read only and can be used for final checks before publishing.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ODUyNmE2LWZlZmEtNGRjZS1iYTMzLWY0Y2Y1YzQ3NmQ3MyJ9.hlqCkvqSQSNQ_cTuAHitWz0kqcNY5VllWEMWXuGr2M4" width="909" style="width: 911px; height: 428.882px;" class="fr-fic fr-dii" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 15. Article preview screen</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Action to Start an Approval Process</span></strong></p><p>In order to submit an article draft for review you can create an action with at least the following configuration:</p><p>System Use = No System Use</p><p>Start an Approval Process - Is set</p><p>Status After Action = Awaiting Approval</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiODE1NmQyLWI3ZmQtNDY4Ny1hNDBmLTFjOTYyNzI5MDc5MyJ9.9a6GWzPoYZkaYGVUat1RXukuWFeSgJXjYtwDIUSUSIc" class="fr-fic fr-fil fr-dib" width="486" style="width: 488px; height: 526.526px;" height="527"></p><p><strong><span style="font-size: 10pt;">Fig 16. Action to Request Approval</span></strong></p><p><br></p><p>This requires an<a href="https://www.usehalo.com/guides/2396" target="_blank" rel="noopener noreferrer">&nbsp;approval process</a> to already be setup.&nbsp;</p><p><br></p><p><strong><em>Note: There are various ways to trigger an approval process, using an action is just one example. Be sure to checkout our guide <a href="https://www.usehalo.com/guides/2396" target="_blank" rel="noopener noreferrer">here&nbsp;</a>for more information on approval processes.</em></strong></p><p><br></p><p>When this action is used, an approval process will begin on the article draft ticket. Who approval is required from will be determined by the approval process chosen. Approvers will then be notified, can navigate to the article draft ticket, review the proposed changes, and approve/reject accordingly.&nbsp;</p><p><br></p><p><strong>Have the owner of the Article approve Drafts</strong></p><p>If you would like any draft amendments to existing articles be approved by the owner(s) of the article, you can set your approval process to have the &#39;Linked article Owner&#39; as the approver.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlZDNkOGM4LTVhNjEtNGUyMC1iNTY4LTZkNWRhNDM3NzMwYiJ9.mL58J2HNNS8i5EfNA8fbGR--UJRvmf8TIcjyWcjiwKQ" class="fr-fic fr-fil fr-dib" width="428" style="width: 430px; height: 428.55px;" height="429"></p><p><strong><span style="font-size: 10pt;">Fig 17. Approval Process set to request approval from the linked article&#39;s owner</span></strong></p><p><br></p><p><strong>Include article information on the Email Requesting Approval</strong></p><p data-pasted="true">Any of the knowledge base fields (listed earlier) can be added to the &quot;Field List&quot; of the approval process. This allows the approver to quickly and easily see relevant information for the article changes they are approving, saving them needing to navigate to the article draft ticket.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFmOTI3NjdjLTczZTEtNDg3My1hZjVlLWUxMTRhNTg5N2UyYiJ9.mQtaGs2uycc6NYV0zt35f3IkNsV8ZoRrhW6YJQ1rcO0" class="fr-fic fr-fil fr-dib" width="476" style="width: 478px; height: 496.697px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 18. Field list for approval email</span></strong></p><p><br></p><p>&nbsp;The approval request email approvers receive will then contain the data from the chosen fields. An example email with some of these fields is shown in Figure 19. These fields will also show against the approval record in the &quot;My Approvals&quot; area, if accessible to the agent/user.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNmUwZjZjLWJiNzEtNDM2Ny1iNTM1LTE5YWM1MDhjMzg3YyJ9.wPMcSfX89cY2GDshyA8g3zbilUUWkKHz0KpfDnThtZU" width="560" class="fr-fic fr-dii" style="width: 562px; height: 525.574px;" height="526"></p><p><strong><span style="font-size: 10pt;">Fig 19. Approval email</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: Email template &quot;</strong></em></span><strong><em><span style="font-size: 11pt;">Approval Message&quot; (ID=50) is used when requesting approval.</span></em></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Who can Raise/Edit Drafts?</span></strong></p><p><strong><span style="font-size: 12pt;">Agents</span></strong></p><p>In order for an agent to raise an article draft they will need:</p><ul><li>To have the &quot;Tickets Access Level&quot; permission at least &quot;Read and Modify&quot;.</li><li>To have the &quot;Can add new Tickets&quot; permission granted.</li><li>Access to read/edit the ticket type being used for article drafts</li><li>Permission/Access to edit knowledge base articles (whether an agent has this access will depend on how you have <a href="https://www.usehalo.com/guides/2536" target="_blank" rel="noopener noreferrer">configured your knowledge base access</a>).&nbsp;</li></ul><p><br></p><p>As article drafts are tickets in the database, ticket permissions apply, therefore for any agent to raise/view/edit article drafts they will need access to raise/edit tickets in your instance. In order to be able to raise article drafts from the knowledge base they will need access to edit/create articles in the knowledge base.&nbsp;</p><p><br></p><p><strong><span style="font-size: 12pt;">Only Allow the Owner of an Article to Raise a Draft Amendment</span></strong></p><p>To prevent any agents other than the <a href="https://www.usehalo.com/guides/1999" target="_blank" rel="noopener noreferrer">owner of an article</a> raising a draft amendment for it, head to Configuration &gt; Knowledge Base &gt; enable &quot;Only owners can raise drafts&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRiOGYxOGEzLWVkYzctNDc1My04NDBlLThiYjM3ZTI3OTM4ZCJ9.OxZtYMtM8LQRi75HgYTnPGdugskJdvhSD6LCzqQwK_U" class="fr-fic fr-fil fr-dib" width="898" style="width: 900px; height: 323.657px;" height="324"></p><p><strong><span style="font-size: 10pt;">Fig 20. Setting to only allow the owner of an article to raise a draft for that article</span></strong></p><p><br></p><p>Now, only agents listed as the owner of the article can raise drafts for that article.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2NmE4NTk0LWUyMmQtNDRmZC04ZDg4LTMwZTM0ZDUxMmFkOCJ9.-0cwmqlMZZ7REQ3vOqwJHPBgLlYq4BQ9jDQ-ReYORhA" class="fr-fic fr-fil fr-dib" width="1045" style="width: 1047px; height: 353.067px;" height="353"></p><p><strong><span style="font-size: 10pt;">Fig 21. Article Owners</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Allow Users to Amend and Submit Drafts</span></strong></p><p>Users can be allowed to submit and work on drafts from the portal. Useful if the expert on the topic the article covers, is not an agent in your system.</p><p><br></p><p>This is enabled under Configuration &gt; Knowledge Base &gt; enable &quot;Allow Users to amend and submit article drafts&quot;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1YjM3ZDg2LTZmYjEtNGRhMy04NWY1LTE0ZjRjMzk0MjM2NCJ9.Wffzfu4IdiCl7e66JnXK5jnQjJqrpJtcWOGHCvnoCsY" class="fr-fic fr-fil fr-dib" width="887" style="width: 889px; height: 506.34px;" height="506"></p><p><strong><span style="font-size: 10pt;">Fig 22. Allow Users to amend and submit article drafts</span></strong></p><p><br></p><p>Enabling this setting allows you to specify a set of user roles per FAQ list, which will allow users with that role to use the article draft button to submit a draft for an article. The ticket type used for the draft must also allow users to submit tickets of that type.</p><p><br></p><p>To set which users can raise article drafts for articles in an FAQ list head to Configuration &gt; Knowledge Base &gt; Configure FAQ Lists &gt; select an FAQ List &gt; use &quot;User Roles that can amend and submit drafts for articles in this FAQ List&quot; to choose which users can submit article drafts.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1YjZjODIwLTAwZTctNGViMy1hZjhlLTMzNTg5N2NhMzhkOCJ9.mFoGAJAXjfdiRwm2bc6Z9tWmv4aFyCZXXh0Tgmhk8Js" class="fr-fic fr-fil fr-dib" width="828" style="width: 830px; height: 463.368px;" height="463"></p><p><strong><span style="font-size: 10pt;">Fig 23. Setting to control which users can raise article drafts for this FAQ list</span></strong></p><p><br></p><p>Now, when users with this role are viewing articles on this FAQ list in the portal, they will have the option to &quot;Draft Amendment&quot;. &nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzY2NlY2JmLTNkMGYtNDgzZi04MGJkLWQ5ODg4YmNlMGM3MSJ9.Z4yckLZLUAXmcZb95v9CYaibUJ7f_4lwnHGTbFIkyVg" class="fr-fic fr-fil fr-dib" width="1131" style="width: 1133px; height: 558.158px;" height="558"></p><p><strong><span style="font-size: 10pt;">Fig 24. Option for user to raise article draft in portal&nbsp;</span></strong></p><p><br></p><p>If you would like users to be able to action article draft tickets, ensure you check &quot;Allow Users to use this action&quot; against each action you would like them to be able to use.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwOGRmNzRhLTc3ZDUtNDg2MS1hN2QyLTUyOTUzZjYzODBhMCJ9.r7AbG1MXGTTgYyswf3rlaPRVHAqG1EIqrkNRFYOFNuY" class="fr-fic fr-fil fr-dib" width="499" style="width: 501px; height: 601.438px;" height="601"></p><p><strong><span style="font-size: 10pt;">Fig 25. Configure Action to allow users to use it</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwNjlhNDQ0LTk3NmUtNDIyZi1hZTc4LWE3ZTJlMTBhYmZmMSJ9.NM8qiJUMqHre9Y4IMmFdeqshYj94L_s48UUiJZRkXNg" class="fr-fic fr-fil fr-dib" width="589" style="width: 591px; height: 323.905px;" height="324"></p><p><strong><span style="font-size: 10pt;">Fig 26. Action available for users to use in the end user portal&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Prevent Articles from being Edited directly in the Knowledge Base</span></strong></p><p>When Article drafts are in use, agents will not be able to edit the title of an article, but they will still be able to edit the content fields on the article (description, resolution) as well the article properties (e.g. FAQ lists it is on).</p><p><br></p><p>However, you can remove agents&#39; ability to edit articles directly when article drafts are in use, forcing them to raise a draft each time they want to edit an article. This helps ensure your article amendment procedure is followed.</p><p><br></p><p>To do this head to Configuration &gt; Knowledge Base &gt; enable &quot;Hide the edit and clone buttons on Articles when using drafts&quot;.&nbsp;</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBmZGMxZTM4LTk5NzAtNDNkNy1hODk0LWRmZjliY2I5Y2ZkMiJ9.nnkntN4DRLw33EFXOhjHIdvtuP9jxQ4eEUmVKlfibzY" class="fr-fic fr-fil fr-dib" width="600" style="width: 602px; height: 471.276px;" height="471"></strong></p><p><strong><span style="font-size: 10pt;">Fig 27. Setting to Prevent agents editing and cloning articles when article drafts are in use</span></strong></p><p><strong><br></strong></p><p>Now, no agent (including admins) will be able to edit (or clone) articles directly, they must make a draft.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMGFmOGQzLWVhY2YtNDU4Mi1iNGRjLTk1NzBlZGRiYmE4ZCJ9.jqfkEiFv0fJgd-v4N1K-m9ZxK-WPQW1xahwe7yysrKk" class="fr-fic fr-fil fr-dib" width="938" style="width: 940px; height: 448.947px;" height="449"></strong></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 28. Edit and Clone button removed from article</span></strong></p><p><br></p><p>If drafts are only enabled for one of the two forms of article (Knowledge Base or News), it will only hide these buttons for the kind that drafts are enabled for.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Preventing Multiple Article Drafts being raised for the Same Article</span></strong></p><p>You can prevent multiple article drafts from being open at once, only allowing one to be open at any time per article. It is recommended to enable this as otherwise an agent may raise a draft to improve an outdated article when a draft is already being worked on. To enable this, go to Configuration &gt; Knowledge Base, and enable &quot;Do not allow the creation of new article drafts if an existing draft is active&quot;.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjViZDdmNDhiLWQ5YWUtNGYxZi1hZDI1LTQ5OGVhOWQ5MTczYyJ9.4s2yM_XOE6mG0L4XyMFvnxmCgXViuE6J6BWTP2_vMY4" class="fr-fic fr-fil fr-dib" width="755" style="width: 757px; height: 451.113px;" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 29. Setting to prevent multiple drafts being open for one article</span></strong></p><p><br></p><p>If enabled, when viewing an article with an open draft ticket, the &quot;Draft Amendment&quot; button will disappear from the top row. It will also show a link to &quot;Open Article draft&quot; within the details, which will link to the ticket containing the draft.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM4YWZkN2Q5LWVjZmUtNDQ3Yi1iYzdhLWM2ZTJkZjNiNDBiNCJ9.4r3Z74FDj45ODAJhpdpN115AQxYDqQqQqdleIj8BITs" width="1005" height="326" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 30. Article with open draft</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Drafts in Ticket Templates</span></strong></p><p>Ticket templates can be used to apply defaults in fields associated with article drafts. Useful if all (or a subset) of your articles should follow a set format, the format can be outlined in the template, making it easy for an agent to follow when they are creating an article.&nbsp;</p><p><br></p><p>In Configuration &gt; Tickets &gt; Templates, create a template and go into the &quot;Values&quot; tab. Set a ticket type that has the article fields added to its field list at the top.&nbsp;</p><p><br></p><p>At the bottom of this page, the article fields can then be set with default values.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQxNDAwM2U1LTYzMjMtNGM4ZS05ZTM5LTA5NGU4MjVjNWI3YSJ9.DOMtWmhObVD4qIH_Bk0Lb6rVUTJKFNfJ-v1B_6BxxoY" width="610" height="793" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 31. Article fields on a template</span></strong></p><p><br></p><p>Then, when logging an article draft ticket, you can manually apply a template (if not done already with ticket rules) with the &quot;Apply a Template&quot; button at the top. This will autofill the fields with the defaults entered on the template.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMjU3ZTUzLTU5NzktNGZkMS1hMjAyLTdlZTI5MDRhNzYwZCJ9.g3qwM3I1GWi3v-A4xsj67LsVEHAXMfszEI4k7ea1Nnk" width="1219" style="width: 1221px; height: 601.624px;" height="602" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 32. Ticket logging screen with template applied</span></strong></p><p><br></p><p>Upon logging, the details will then be set on the fields on the ticket.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZTY0NDVjLTM0NmEtNDNiOS04Nzc3LTVmMjE1OTM3YWE2MCJ9.OwqU6tJTNZdSMJamx7Y3KMWZEZDEyunk0CG4UD0GM38" width="669" height="817" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 33. Ticket logged with fields</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><span style="font-size: 14pt;">Article Versions</span></strong></p><p>Alternatively to the article draft functionality, you can use the article versioning functionality. This can be used when you would like agents to be able to edit articles, but do not want the changes to affect the original article. Agents will have an option to create a new version of the article with their changes on, rather than editing the original, both the original and new version are stored.&nbsp;</p><p><br></p><p><strong><em>Note: If you are using article drafts as well as versioning, you will not have the option to create a &quot;New Version&quot; of the article, you will only have the option to raise a &quot;Draft Amendment&quot; which will create a new version of the article when published.&nbsp;</em></strong></p><p><br></p><p>To enable this head to Configuration &gt; Knowledge Base and turn on the setting &quot;Enable Article versioning&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzYTMzNmRjLTcyYmItNDgyMC1hZWUzLTA4ZjdlZmU0YjNjZCJ9.c0l4tY_M-ez4Y0tM_h-_319-BS2QN9TYLamzo3AezdU" class="fr-fic fr-fil fr-dib" width="224" height="108"></p><p><strong><span style="font-size: 10pt;">Fig 34. Enable Article versioning setting</span></strong></p><p><br></p><p>Now when in viewing an article in the knowledge base module you will see an option called &quot;New Version&quot;. When this button is used a copy of the article will be created, once changes are made to this copy and it is saved this will be stored as an alternative version against the original article. The &#39;new version&#39; will be a separate knowledge base article, therefore will have it&#39;s own ID, allowing you to link to specific versions.&nbsp;</p><p><br></p><p>To see other versions of an article expand the &quot;Other versions of this Article&quot; dropdown against the article, here will be links to other versions of the article that have been created.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NjFmMmRjLTkzZDMtNDMxNi04MTQwLTUxMWJmNDEwNmQ5ZCJ9.do4tw-KSff2YBWmxayeib4Xm8w4UAoc-aQ47ZI7P5wk" class="fr-fic fr-fil fr-dib" width="1096" style="width: 1098px; height: 374.375px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 35</span></strong><strong><span style="font-size: 10pt;">. Article versions</span></strong></p><p data-pasted="true"><br></p><p data-pasted="true">If sharing an article with multiple versions, you can choose to &quot;Copy Latest Version User Link&quot; or &quot;Copy Latest Version Agent Link&quot;. 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.eyJpZCI6IjQxNjg0Y2EyLTEyYjItNDZlYy1hYzU1LWYxYjZiOGRjYWM0YiJ9.OP11f41JUg8TpGksfdiVmzWjj_YbfCTlQmqJobEV7gM" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 468.982px;" height="469"></p><p><strong><span style="font-size: 10pt;">Fig 36. Get link to most recent version of the article</span></strong></p><p><br></p><p>Permalinks can also be generated for each article version.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Hide PDF on outdated Articles</span></strong></p><p>The &quot;Hide the generate pdf button on outdated Articles&quot; option will also be available in Configuration &gt; Knowledge Base. If this setting is enabled the &quot;Generate PDF&quot; buttons will not be visible on articles when newer versions are available.&nbsp;<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZlYjZhZGFlLWM0ZDktNGFjOC1iODY0LTUyNTY1OTliZmQ2OCJ9.Pt6KOpbQWZeJ3rrpD9e8PPA4iM0fhRWf77fbsWroHzc" class="fr-fic fr-fil fr-dib" width="787" style="width: 789px; height: 550.478px;" height="550"></p><p><strong><span style="font-size: 10pt;">Fig 37. Generate PDF button not available on article that has a newer version</span></strong></p>

<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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 the General Language for the Self Service Portal</strong></p><p><strong>- Changing the Language of the Self Service Portal for each Customer Site</strong></p><p><br></p><p><br></p><p><strong>Related guides:</strong></p><ul><li style="font-weight: bold;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/960/" id="isPasted" target="_blank" rel="noopener noreferrer">Languages in Halo</a>&nbsp;</strong></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Setting the General Language for the Self Service Portal</span></strong></p><p>The default language your Halo uses is set under Configuration &gt; Language, &#39;Default Language&#39;. If no further settings are changed this will be the language all customers&#39; self-service portal will be in.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4Njg5MmM2LTg5MTMtNGFhYS1iZTQ5LTlhNGQ5YTAwMzNhYSJ9.0xWaWbwNiQFvM3rsmoMomQW3hNigk6pZBBzysVfR9A4" class="fr-fic fr-fil fr-dib" width="718" style="width: 720px; height: 367.186px;" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 1. Default Language setting</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">Changing the Language of the Self Service Portal for each Customer Site</span></strong></p><p>To change the language of the portal so it is different for each customer/site, this must be done on the site level. Head to Sites &gt; select the site you would like to change &gt; Settings tab &gt; Advanced section, here you will see the setting &#39;Portal Language&#39;.</p><p><br></p><p>The language chosen here will be the language the portal appears in for any users under this site that log in. You will be able to choose from the language packs you have available in your database.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMmYyNWY2LWMyZWUtNDA0MC04NWVjLWQ1ZGFmOTkzNjhkNCJ9.mnJFXpxlqZOej6X6pm7BLbBNxCbQltcGqOefQtYp3vA" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 592.901px;" height="593"></p><p><strong><span style="font-size: 10pt;">Fig 2. Setting language at site level</span></strong></p><p><br></p><p>You can test the change by impersonating a user at this site. If you notice any phrases that have not been translated after making the change you will need to update these in the language pack. This will likely need to be done for custom object labels (e.g. custom fields).&nbsp;</p><p><br></p><p>To update the language pack head to Configuration &gt; Language &gt; customise language &gt; select the language pack. Here, terms are separated into separate tabs depending on where/how they appear in Halo. You will need to search the &#39;Default Value&#39; column to find the string that has not been translated, then you can add the translation into the &#39;Translated String&#39; column. Once populated the default value will now be translated to the inputted string. For more information on customising language packs see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/960/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p><p><br></p><p>You can also refer to the &#39;Not translated&#39; tab within the language pack to see any phrases/terms that do not have a translated string.&nbsp;</p><p><br></p><p><strong><em>Note: Certain field labels, such as dashboard widget titles and service titles will need to have a translation created using the &#39;Add translations&#39; shortcut rather than in the language pack. This shortcut is found against the field itself.&nbsp;</em></strong></p><p>&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; 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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><p><strong>In this guide we will cover:</strong></p><p><strong>- Where and how to set up Pre-Pay for a customer</strong></p><p id="isPasted"><strong>- Use Pre Pay Amount instead of Pre Pay Hours</strong></p><p><strong>- Recalculating Billing for Pre-Pay hours</strong></p><p><strong>- Manually adjusting the amount of Pre-pay hours an action uses</strong></p><p><strong>- Automated Tickets for Pre-Pay (v2.244)</strong></p><p><br></p><p><strong><br></strong></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1355/" rel="noopener noreferrer" target="_blank"><strong>Pre-Pay</strong></a></li></ul><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Where and how to set up Pre-Pay for a Customer</span></strong></p><p>Halo provides the option to allocate Pre-Pay time against your end-users. Pre-pay time can be added against each client with either no expiration date or set expiration date which allows time to be accumulated. Against each client you will find the &#39;Pre-Pay&#39; tab:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0YjIyMGY3LTFkNDgtNGYzNS04NjM3LTk1ODVmYjIyMmNhNSJ9.xQuVZQISCzlVU0PrzUCjAc49Wt5wAjclobKOgAe_GD4" class="fr-fic fr-fil fr-dib" width="1168" style="width: 1170px; height: 614.194px;" height="614"></p><p><strong><span style="font-size: 10pt;">Fig 1. Pre-Pay Tab on a Client</span></strong></p><p><br></p><p>If this &quot;Pre-Pay&quot; tab is not visible check the Customer layout profile in Configuration &gt; Advanced Settings &gt; *Screen Layout Profiles Button*, make sure the entity is set to &#39;Customer&#39; or &#39;Client&#39;. Within your Customer Screen Layout Profile head to the &quot;Tab layout&quot;, by default this Tab will be visible, however if you are using a Custom layout you can click the pencil icon on &quot;Pre-Pay&quot; and switch the visibility.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5Zjc5YTQ4LWM0ODktNDY2OS05NGE1LWIwNzFlMmUyM2M4MyJ9.pMPsDH_xJV4AkoGVXrEL0zpC4nkLhAbxKVFdAIzMd8o" class="fr-fic fr-fil fr-dib" width="1178" style="width: 1180px; height: 623.213px;" height="623"></p><p><strong><span style="font-size: 10pt;">Fig 2. Showing/Hiding Client Tabs</span></strong></p><p><br></p><p><strong>This Pre-Pay Tab is where you can specify the Pre-Pay details against the client. Here, you will find the following options:</strong></p><ul><li><strong>Pre-Pay Balance:&nbsp;</strong>Pre pay balance shows the pre-pay total hours purchased by the client, the amount of those hours used and the amount remaining.</li><li><strong>Recurring Pre-Pay:&nbsp;</strong>The Recurring Pre-Pay area allows you to set Pre-Pay amounts that updates on a scheduled basis. You will be able to populate the date of the next payment, the amount charged, and the agreed hours that have been charged. There is also the option here to create invoices populated with the Pre-Pay details.</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3ODNkYmIwLTFjMWQtNGM2ZC05YjUzLTU0MTNjZWZjODVhOCJ9.R6_vTKLm4gslBEIwROkqpSYmg1tVbln659X_Ex19EBc" class="fr-fic fr-fil fr-dib" width="410" height="654"></p><p><strong><span style="font-size: 10pt;">Fig 3. Recurring Pre-Pay Options</span></strong></p><p><br></p><ul><li><strong>Date of next payment</strong><strong>:</strong> The date selected here is the date that the client will be invoiced.</li><li><strong>Expiry of Pre-Pay in Months from payment:&nbsp;</strong>This field allows Recurring Pre-Pay to automatically expire after a set amount of Months, to disable the setting, set it to 0.</li><li><strong>Amount</strong><strong>:</strong> Total charged for pre-pay for that period.</li><li><strong>Hours</strong><strong>:</strong> Total hours set for the pre-pay period.</li><li><strong>Recurring Period</strong><strong>:</strong> Frequency of pre-pay hours set.</li><li><strong>Minimum Deduction</strong><strong>:</strong> If the Pre-Pay hours consumed in the period do not meet the value set here, then the difference between the consumed hours &amp; minimum deduction value will be deduced.</li><li><strong>Automatic Deduction</strong><strong>:</strong> Sets a value to automatically be deduced each period, irrespective of any pre-pay time consumed in the period. If the end-user has not used all pre-paid hours purchased, the hours are subsequently accumulated and rolled over for use within the next period.</li><li><strong>Process deduction only when account is active:&nbsp;</strong>When the account status is set to &quot;Stopped&quot; the deduction of pre-pay will not be in effect</li></ul><p><strong><span style="font-size: 11pt;">Pre-Pay Auto Top Up:</span></strong></p><p>This area allows you to set an automatic top-up of Pre-Pay hours that triggers once a threshold has been reached. You can specify the threshold (remaining time) that must be met for the top-up to take place and the amount to top up by/to. You will need to specify the cost per hour of this topped up time so the system can calculate the amount to invoice.</p><p><br></p><p><strong><span style="font-size: 11pt;">Pre-Pay Records:</span></strong></p><p>Here you will see a table of information relating to the Pre-Pay hours that have been added into the system. This is where you manually populate any Pre-Pay that you would like to apply to the client.</p><p>Add ad-hoc pre-pay hours that have been purchased, this table will also show any records added by recurring pre-pay and auto top up pre-pay mentioned above. When you add ad-hoc time you have the option to specify an invoice date, if left blank you will be prompted to create an invoice in the ready for invoicing section. If you set an invoice date the system will think this time is already invoiced and will not appear in the ready for invoicing section. Expiration dates can be set against ad-hoc time.</p><p><br></p><p><strong><span style="font-size: 11pt;">Periodic History Tab</span></strong></p><p>When clients have pre-pay hours the periodic history tab will display. Within the periodic history tab, you can view the balances and usages of pre-pay time over monthly periods.&nbsp;</p><p><br></p><p><strong><em>Note: It is not possible to change the period length, this will always be displayed in months.</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5MTdhOGQxLThiNTAtNDE5Ny05MDQ4LWEzOTkzODE0YjU1MiJ9._xKUuLvMNVMl0u7gP2C1rhAY9fNBm4xlyRBcPDlWXVI" class="fr-fic fr-fil fr-dib" width="1175" style="width: 1177px; height: 306.238px;" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 4. Periodic History Tab</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Use Pre Pay Amount instead of Pre-Pay Hours</span></strong></p><p>One of the features that can be configured for Pre-Pay is using a monetary value for Pre Pay instead of a bucket of Time (in Hours). This can be configured at client level, first navigate to the Billing tab of a client and set the following option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxOTg5MmRlLTM3NmMtNGQ2My05YmQzLTM4MGY1NDQ1NmQ1MiJ9.FWb_3gN5qNGrIGOD9o_EBmumZD4u0j5U9N1BzCcXiKc" class="fr-fic fr-fil fr-dib" width="963" style="width: 965px; height: 419.603px;" height="420"></p><p><strong><span style="font-size: 10pt;">Fig 5. Billing Setting at Client Level</span></strong></p><p><br></p><p>This can also be set on a Pre-Pay agreement.</p><p><br></p><p>If Pre-Pay is added as an amount and the Pre-Pay hours field is not configurable when adding Pre-Pay records to the table. Make sure to set the billing rules to capture the Pre Pay, in the below example it has all tickets captured by Pre-Pay, you may want to restrict by ticket type, charge type, or category.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3ZTRhYTJlLWZjOTAtNDhkOC04YWM2LWU3NjdiY2I5OWRiOCJ9.XlNf-TSOvd8030LCQt7HnjnD2eV143dE7CpPbI3Nv68" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 483.205px;" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 6. Example billing rule, all tickets will use Pre-pay</span></strong></p><p><br></p><p>On the Pre-Pay tab of the client add in the line for the Pre-Pay amount, you can set an expiry date on the amount as well.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3OTk3YTNkLTUwZTctNDUxMi1iOTNiLTllYTg4MTE2ZmFlOSJ9.vXjwbVUxRT_mzI8YTMNzZWy4goTTDsiqJA2FJgomSY0" class="fr-fic fr-fil fr-dib" width="1204" style="width: 1206px; height: 145.638px;" height="146"></p><p><strong><span style="font-size: 10pt;">Fig 7. Pre-Pay expiry&nbsp;</span></strong></p><p><br></p><p>Now when time is recorded on a ticket, with a billable charge type, the Pre-Pay amount will be consumed, instead of Pre-Pay Hours:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0NGRjYjlhLWZjMWQtNDNiNy04ZjJiLTNlM2RhMTI0Mjk0NyJ9.jJBzoTgayGnk46rvhBVHLK29d7yIqc3GSYJR1HVT8eQ" class="fr-fic fr-fil fr-dib" width="401" height="169"></p><p><strong><span style="font-size: 10pt;">Fig 6. Hours Billed on the Action</span></strong></p><p><br></p><p>Although it says hours on the action, if the action is viewed and switched over to the &#39;Time Tracked&#39; Tab, it is evident that the Pre Pay was consumed as an amount (Charge Rate x Time, 50 x 4 in this case, as the remote support charge type has the rate field set to 50)</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2NzUzYTYzLTU2NDYtNGJjNy1hNzQyLWY4ZGFjN2U4NTE0ZCJ9.-WuWDl59x49DLxmX6_rm8NKWCgn2-_nMFCW4Z8gfy4o" class="fr-fic fr-fil fr-dib" width="354" style="width: 356px; height: 607.398px;" height="607"></p><p><strong><span style="font-size: 10pt;">Fig 7. Amount Consumed for the Action</span></strong></p><p><br></p><p>Which is now taken from our amount at the client level:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0NmNjOTIwLTE2YjEtNDE4NC1hMmEwLTAyNzQxYTgwYzhhNyJ9.f1actZZO9rjMKjhTYv3AgTiShX5VD-wZFlB2zQeULoM" class="fr-fic fr-fil fr-dib" width="155" height="249"></p><p><span style="font-size: 10pt;"><strong>Fig 8. Pre-Pay balance after action amount deducted</strong></span></p><p><br></p><p><strong><span style="font-size: 14pt;">Recalculating Billing for Pre-Pay hours</span></strong></p><p>If time entries covered by a customer&#39;s Pre-pay hours are manually adjusted after the action is logged, you are able to re-run billing calculations for the action. When recalculating billing for Pre-pay actions we recommend recalculating billing for all actions following the action the change was made to. This is because time is deducted from Pre-pay hours sequentially in the chronological order the time was logged. Therefore, if you make a change to an entry in midway through the timeline of Pre-pay, all actions after this will need to be evaluated to ensure hours are deducted in the correct order. Failing to do this may result in incorrect Pre-pay period calculations.&nbsp;</p><p><br></p><p>Time entries for tickets can be recalculated at the action, ticket, list and customer level. For Pre-pay recalculation we recommend recalculating at the customer level. For information on how to do this check out <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2568" id="isPasted" target="_blank" rel="noopener noreferrer">Manually adjusting billable time and re-calculating billing for labour</a>.</p><p><br></p><p><strong><span style="font-size: 12pt;">Recalculating Pre-Pay Expiry</span></strong></p><p>When billing calculations are re-run Pre-pay recalculations will also be re run, accounting for expiry dates.&nbsp;</p><p><br></p><p>If you need to adjust a Pre-pay record, or expiry records seem inaccurate, an option is available to allow you to recalculate the expiry records for a chosen Pre-pay record. This is found against a Pre-pay record when editing the record.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3OGFlNGIwLWJiZjEtNGVlZi04ZTdiLTk1NzFlMTRlNDkzZiJ9.6Qb-gOj7a2940LLUkLDNuNA1P9-2mUy4m4rco5CsPio" class="fr-fic fr-fil fr-dib" width="581" style="width: 583px; height: 714.266px;" height="714"></p><p><strong><span style="font-size: 10pt;">Fig 9. Recalculate expiry records</span></strong></p><p><br></p><p id="isPasted">When checked this will delete all Pre-pay expiry records generated after the expiry date of the record, and when the task scheduler runs again it will recalculate them. Expiry records generated from invoiced records are ignored</p><p><br></p><p><strong><span style="font-size: 14pt;">Manually adjusting the amount of Pre-pay hours an action uses&nbsp;</span></strong></p><p>You can manually adjust the number of Pre-Pay hours an action deducts from a customer&#39;s/contract&#39;s Pre-Pay balance. When logging an action that is charged using Pre-Pay the total time the action took will be deducted from the customers/contracts Pre-Pay hours, regardless of whether some of this time is non-billable.&nbsp;</p><p><br></p><p>Therefore, if a single action is logged that contains some hours of billable time, but other hours of non billable time you will need to manually adjust the Pre-Pay hours allocated to this action. In the Figure 9 example an action has been logged in which three hours were logged but one hour of this time is not billable.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljNmQwZDg5LWM0MWItNDg0Ni05ZDMyLTJiODM4N2IwYTRjNiJ9.rzxbAQYXWLXrF-dkV5DJSgZ8NJljMykD3QAr4xGirR0" class="fr-fic fr-fil fr-dib" width="1445" style="width: 1447px; height: 498.104px;" height="498"></p><p><strong><span style="font-size: 10pt;">Fig 10. Logging an action containing billable and non billable time</span></strong></p><p><br></p><p>Once this action is logged we can see three hours of Pre-pay have been used.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4YTlhYzA0LWRlNmItNGE1ZC1hYzA3LTQ2MGRiMTNiODdlMiJ9.Z9tmv50HdE54mqVAJnndq7mGB1o1voLRQDWl4Qu_mjM" class="fr-fic fr-fil fr-dib" width="1030" style="width: 1032px; height: 344.937px;" height="345"></p><p><strong><span style="font-size: 10pt;">Fig 11. Pre-Pay hours used</span></strong></p><p><br></p><p>If you would like only the billable time to be deducted from the Pre-Pay balance edit the action &gt; Time tracking tab and adjust the &#39;Pre-Pay Hours&#39;. If you are using Pre-Pay amount instead of hours, adjust the &#39;Pre-Pay Amount&#39; field instead to specify exactly how much you would like to be deducted from the current Pre-Pay balance.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyM2MzYmYyLThlOTYtNGMxYy1hNTFiLThlNmJkZTYwMTlkNCJ9.JeGCKdVic2r7R2oPD7Zfl1JO9GsD4_0kk6-zSZwdkbE" class="fr-fic fr-fil fr-dib" width="645" style="width: 647px; height: 578.795px;" height="579"></p><p><strong><span style="font-size: 10pt;">Fig 12. Field to edit pre-pay hours</span></strong></p><p><br></p><p>Once edited, the action will be updated to reflect the new number of Pre-Pay hours deducted.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMmQ2MWU4LWZlYjktNDVmOC1iZjM4LWU3NTQwNTUxM2M4YyJ9.DDiDHRUBuR5mSWLWRcEiisTW2-Z8OUazUFYhjr3nMUU" class="fr-fic fr-fil fr-dib" width="598" style="width: 600px; height: 473.112px;" height="473"></p><p><strong><span style="font-size: 10pt;">Fig 13. New Pre Pay hours allocated to action</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljNTg3Zjc5LWUxYjQtNDhlMi1hMTMyLTM4OTJjZmFiYTk4OSJ9.OzfdwDJTQEE8oddwK0Q_M7wowXrtK_wtesyVQoyjhpU" class="fr-fic fr-fil fr-dib" width="1058" style="width: 1060px; height: 337.971px;" height="338"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 14. Updated Pre-Pay hours used</span></strong></p><p><br></p><p style="margin: 0px;" data-pasted="true">You can choose to lock any actions in the past from billing recalculation when an automatic prepay expiry record is added. To do this enable the &quot;When automatic Prepay expiry records are created, all Actions/Time Entries in the past will be locked from billing recalculation&quot; checkbox in Configuration &nbsp;&gt; Billing &gt; Pre-pay. You will also be able to manually unlock the Action by editing it.</p><p style="margin: 0px;"><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlMjBlMWZhLWEwY2MtNDk4NC1iY2U0LWFkN2NjMTBmOWI4OSJ9.6xRO3RHebT0fsWvbo14Lvm_8ZObj8Fad9MNF0FtMxc8" width="552" height="604" style="max-width: 100%; height: auto; text-align: left;" class="fr-fil fr-dib"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 15. Locking a time entry from recalculation&nbsp;</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Automated Tickets for Pre-Pay (v2.244)</strong></span></p><p>From v2.244+, an Automated Ticket can be created when your Pre-Pay balance falls below a certain threshold. To create this Automated Ticket, navigate to Configuration &gt; Tickets &gt; Automated Tickets, and create a new Automated Ticket. Set a name, and group for your Automated Ticket, and set the Automation Criteria to &quot;Agreements/Contracts&quot;. A table will show below to control when this Automated Ticket is created. Add to this table and select &quot;Contract balance below X&quot; from the dropdown. Click &quot;Save&quot; to set the rule type and value to use.&nbsp;</p><p style="margin: 0px;"><br></p><p style="margin: 0px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2ZDVmNWU3LTdjNzktNDU1NS1iMjFiLWZjZWUxNzczNTgxOCJ9.pU9ntEYwUJvxRUPRYvbBKKdVC_OZGqPryqkuFieqmYw" class="fr-fic fr-fil fr-dib" width="1312" style="width: 1314px; height: 417.595px;" height="418"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 16. Automated Ticket for Pre-Pay balance</span></strong></p><p><br></p><p style="margin: 0px;">Once you have set the criteria that must be matched for this Ticket to create, you can determine the details of the Ticket created in the Values tab.</p><p style="margin: 0px;"><br></p><p style="margin: 0px;">For more information on configuring Automated Tickets see the guide linked <a href="https://www.usehalo.com/guides/1484" target="_blank" rel="noopener noreferrer">here</a>.&nbsp;</p>

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margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box; } </style><p class="haloservicedeskvideo" id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Default Views (Agent Preference, Global Setting, Ticket Areas)</strong></p><p><strong>- Tickets Viewing Options (By Team, By Ticket Type, All Tickets)</strong></p><p><strong>- Custom Ticket Lists (My Lists)</strong></p><p data-pasted="true"><strong>- Configure Tickets By Team View</strong></p><p><strong>- How To get The &quot;Add More Teams&quot; Button To Display</strong></p><p><strong>- Column Profiles</strong></p><p><strong>- Mentioning Agents Directly From The Ticket List</strong></p><p><strong>- Sales Views</strong></p><section id="defaultviews"><p><strong><br></strong></p><p><strong><br></strong></p><p><strong>Associated Admin Guide:&nbsp;</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1809" rel="noopener noreferrer" target="_blank"><strong>Views</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Ticket Views?</span></strong></p><p>Ticket views are used to organise tickets within an area, allowing agents to easily find the tickets they need in this area. The view you select will determine how tickets are grouped together.&nbsp;</p><p><br></p><p>Options are specified in detail below.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4NmU1N2JiLTEzNGUtNDY4YS1hZTRjLWM1YmFhYzRlZjZjYSJ9.dJtdTCdUASaIeeYzLKjp8weZAB4dHmfR7KjlISymCRo" width="310" height="403" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-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"><strong><span style="font-size: 10pt;">Fig 1. Picking a View</span></strong></p><p><br></p><p>From here you can select the ticket view you wish to have on an ad-hoc basis. You can also specify a default view in a few different locations.<br><br>The first is in your agent preferences:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkNDJiNTM5LWY3NjktNDFjYy05NzJmLTQwOWNmMzE2OWJhZiJ9.9a-PBhRnxxSwO0tkoXO4_DKTRcMgLptpS4AK15MGjRk" class="fr-fic fr-fil fr-dib" width="841" style="width: 843px; height: 513.561px;" height="514"><strong><span style="font-size: 10pt;">Fig 2. Agent Default View</span></strong></p><p><br></p><p>The second location is the setting to specify a default view globally for all agents Configuration &gt; Tickets &gt; Views.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzM2IwMDkyLWRlNjktNGNiYS04NThjLWMyZjA5NmE0MTZhYyJ9.cbmQqOZ_JRPfJASejsg2ts3P8mq2fJDWSSTxhTVOkOY" width="402" height="181" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); 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" class="fr-fic fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 3. Global Default View</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Tickets Viewing Options</span></strong></p><p>The third is by Ticket Area. This allows you to have different views for different ITIL ticket types, as you may wish to have different views for change control to the ones you have for Service Requests (for example). In order for Agents to use their own configured view selected at Agent level, they must set the following default view for the ticket area:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllNTgyYzRiLTNmOWItNGQwNS04ZTY5LWU1MTI0MDY4MjNmNSJ9.sPwbntkGu9RUX0_T-DTG0AMbBxwoPzdUYKNJ6l7CFPE" class="fr-fic fr-fil fr-dib" width="561" height="847"><strong><span style="font-size: 10pt;">Fig 4. Area Default View</span></strong></p></section><p><br></p><p data-pasted="true"><strong>Tickets by Team</strong> shows all of the Teams the logged in Agent has access to. This will also take into account any Area restrictions you have in place, as some areas may be restricted to only show specific teams.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzMDlmM2ZjLThlMWItNDRjYy04MWUzLTE1Zjc3NTM0ZjVmNyJ9.wbZIvWsWZc7PLoPuYk7tgttsdPCXHIcczXgksDMlwhg" width="245" height="425" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 5. Tickets by Team</span></strong></p><p><br></p><p><strong>Tickets by Ticket Type&nbsp;</strong>will show your Tickets grouped by their Ticket Type. The filter profile will be applied to this, so you will need to Filter for All Tickets if you want to also show Closed on On SLA Hold tickets.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzYWYzMjAzLWNiOGQtNGM0Ny04OGVkLTg5OGY0ZDRlNDRkNyJ9._zdQ8czAcB8eg2B61heGl4hGRi8AWJ37Q0aawC3b1no" width="245" height="414" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 6. Tickets by Ticket Type</span></strong></p><p><br></p><p data-pasted="true">When using the <strong>Tickets by Status</strong> view the Filter Profile is ignored, as closed tickets will still show here despite the filter being set to closed.</p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmOGM4NjY1LTJlOWEtNGEzOC04ZDYwLWQ0NjBlYTA4OWVhMCJ9.GwU5MyWPhm9B5GXSMd6Q0IA4712vn1rKzSfIpbU5KPc" width="250" height="375" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); 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" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 7. Tickets by Status</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>Tickets by Agent</strong> will show a list of agents and the tickets assigned to them. When this view is selected you will be taken to the tickets assigned to you by default. Agents will only be able to see the other agents they share a department with.</span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: The &quot;Tickets by Agent&quot; view is only available when &quot;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1442/#agent_visibility_type" data-pasted="true" target="_blank" rel="noopener noreferrer">Agent Visibility Restriction</a>&quot; is set to &quot;Agents must share a department to see each other&quot;.</strong></em></span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkYmUzY2U1LTdhOWYtNDA1OC1iZGM5LWNjYjgxODJmYTY5MSJ9.5J7OUZtrfjzmzc-yyk69htk8a5MyDZZ2AnVU7bqqTGs" class="fr-fic fr-fil fr-dib" width="254" style="width: 256px; height: 389.234px;" height="389"></strong></em></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Tickets by Agent</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You can group agents together based on the status they have, using &quot;Group Agents by their Status in the Treeview&quot; under Configuration &gt; Tickets &gt; Areas &gt; select and area &gt; Details tab. You can make these grouping display with the status above by also enabling &quot;Show a visible grouping for Agents in the Treeview based on their status&quot;.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiNmE0MGU3LWVjNWQtNGU4Yi1iM2UyLTA3Yjk4MjNkNzY3MiJ9.B52WNlerGR836I8tkw2N7vXtV3NqeiWJI67lDjZJa2E" class="fr-fic fr-fil fr-dib" width="287" height="401"></span></p><p><strong>Fig 9. Grouping Agents Together Based on Status</strong></p><p><br></p><p>The final view is <strong>All Tickets</strong>. This will show all tickets, regardless of Type, Agent, Team etc, however it still applies the Area level restrictions, so if you are in the Incidents Area which applies filters to only show tickets of an ITIL type of Incident, it will not show all tickets.</p><p>The way to get around this is to create a catch all area which does not apply any restrictions, and applying a default view of All Tickets to it. This will then allow you to always access a long list of tickets with no area restrictions.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNTgwOTM0LWEwZjktNDA4OC04MGYwLWI1NTdkYTE4MmY4OSJ9.G7E8lwTYmzJrLIefbE3l9Gji6_upLoNtZ4Wq1oc_y6g" class="fr-fic fr-fil fr-dib" width="291" height="554"></p><p><strong><span style="font-size: 10pt;">Fig 10. All Tickets Area</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1MWExMjMxLTg4YTctNDI1Yi04MmM3LWFlNGE4N2ViMjE1MyJ9.HelhWr0uCjghDhyXkI8vdgrUvv78fv_jWH_DCU1qeck" class="fr-fic fr-fil fr-dib" width="623" style="width: 625px; height: 496.932px;" height="497"></p><p><strong><span style="font-size: 10pt;">Fig 11. Default View for All Tickets Area</span></strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Custom Ticket Lists</strong></span></p><p>Lists are ways to create custom subsets of tickets of a certain criteria.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmZjg5ZWMzLTMwM2QtNGI2ZC05NTg0LTZiNDdjYmQ3NGM1OSJ9.CGIz3nwctMU02dqtHx38tjQZYunRSHk94VHgYJks2TM" class="fr-fic fr-fil fr-dib" width="222" height="508"></p><p><strong><span style="font-size: 10pt;">Fig 11. My Lists</span></strong></p><p><br></p><p>You can set which lists you would like to show in your &quot;My Lists&quot; area by using the &quot;Configure Lists&quot; button in Configuration &gt; Tickets &gt; Views. &nbsp;&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjMTBmNTA4LTk2ZTItNGFjNC1hMWJhLWJmZWNjZmMxMmQ3NyJ9.TxBm9XkcXw6p5TBoTYW6-vu6vetD4aJd1DxRCBwHs-M" width="555" height="288" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 12. Configure My Lists</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>List Setup Screen</strong></span></p><p>To create a new list click the &quot;Configure Lists&quot; button in Configuration &gt; Tickets &gt; Views, or &quot;Create a New List&quot; at the bottom of the &quot;My Lists&quot; view on a ticket (Figure 11).</p><p><br></p><p><span style="font-size: 14pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkYmZjMmYzLWMyY2MtNDY4Zi05OGUyLTE4ZGI5NWY0Zjk4ZiJ9.jcrJv_6JtBorAQTuaPTKbg6kyGIkDgN_77EiBoG76lQ" width="1013" style="width: 1015px; height: 496.489px;" height="496" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 13. New List Setup Screen</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><ul><li><strong>List Name:</strong> Name of the list.&nbsp;</li><li><strong>Use:</strong> This is to determine which areas the list will be displayed in Halo.&nbsp;</li><li><strong>Sequence:</strong> This determines the order in which the lists are displayed, 1 before 2 etc.</li><li><strong>Show Count in Treeview:&nbsp;</strong>This allows you to determine whether or not the number of tickets in the list is displayed.&nbsp;</li><li><strong>Column Profile:</strong> This allows you to override the Column Profile when the list is selected.&nbsp;</li><li><strong>List Display Type:</strong> This allows you to specify whether to lock the use to Table/Tile/Calendar view.</li><li><strong>Show in the &#39;By Team&#39; View:&nbsp;</strong>When checked this allows you to add this list to the Tickets by Team View.<ul style="list-style-type: disc;"><li>By default, these lists will show at the bottom (under the team dropdowns). These lists can show above the teams by enabling &quot;Show custom lists above Teams in the &#39;By Team&#39; view&quot; in Configuration &gt; Tickets &gt; Views.</li></ul></li><li><strong>Halo API:</strong> This is an advanced option that allows you to view tickets from other instances of Halo using the API.&nbsp;</li></ul><p><br></p><p>Within the &quot;Filter&quot; tab, then add the criteria for which tickets will appear in this list.</p><p><br></p><p>You can filter by the mailbox that created the ticket within the list filters. In the below example, tickets created from mailbox 1 and 2 will be excluded from this list.&nbsp;</p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2MDBiYWZiLTZlZjctNGE3NC1iMGRiLTgzZWYxOWE5MTgwYiJ9.NOsWJhdXXzPMqbE5-HWkFR_rLUvGsE7DoTS_ZoKUCvo" width="1225" style="width: 1227px; height: 463.703px;" height="464" class="fr-fic fr-dii"></span></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 14. Filter tab</span></strong></p><p data-pasted="true"><br></p><p>If you right click on an existing List in the Ticket Area (Figure 11), you will be able to edit the profile and &quot;Save as New&quot;. If the Agent has the permission &quot;Can Configure List Access Control&quot;, they will be able to specify whether to copy the Access Control when using this button. Prior to this version the Access Control will be copied automatically.&nbsp;</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Configure List Groups</span></strong></p><p>There is also an option to allow grouping of lists, when checked on, there will be an option to add lists to groups, and also a button to configure groups.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzMTNiN2JkLWRlZmQtNGExYS1hMTliLTc2NmY0ZjhhOTk4ZCJ9.b_oKtE6Rye7nIEoD0wKuYqzhaneY-wh2uZ2qtjWZREA" width="539" height="267" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 15. Grouping of Lists</span></strong></p><p><br></p><p>Groups appear like this below, where &quot;High Priority Requests&quot; and &quot;Breaching SLA&quot; are lists within the group &quot;High Level&quot;. Groups collapse or expand by clicking on them. &nbsp;&nbsp;</p><p>&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNkNWNkY2UwLWY0ZjYtNGMyNy1hYzY2LTg2OTA4MjEwMzM2ZSJ9.BmLWjFlcjAymzBsVcSWS9_7etq_A39OrLnrvPrHdV3U" class="fr-fic fr-fil fr-dib" width="223" height="200"></p><p><strong><span style="font-size: 10pt;">Fig 16. Group View</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Adding Lists to a Group</span></strong></p><p>When creating a new list, the list can be added to a group, to add existing lists to a group, you can right click on the list and then click &quot;Edit list&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhiYTc2ODQ3LTYxOTAtNDA1NS04YTk4LTU1NWQyMjU5ODMxOCJ9.mGLnCGSpv39Nn_bdJYzskfGrXk9jtgd4VU5LNDtGjPQ" width="832" style="width: 832px; height: 104.235px;" height="104.235" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 17. Adding a List to a Group&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Adding an OR condition</span></strong></p><p>You can add your filters as an &#39;OR&#39; condition. To do this, first select the &quot;Use Filter Groups&quot; checkbox. Once selected, click &quot;Add&quot; to create your conditions. &nbsp;&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlYTAyZjA1LTZjMzYtNDA0Yy04ZWZmLWZhMTYyZWE5ZTRhNyJ9.m3GwKRlUEtEeH_TXQ8F-1RtnWXctjuoTO2OJGFHNFTE" width="895" style="width: 897px; height: 374.119px;" height="374" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 18. Use Filter Groups checkbox</span></strong></p><p><br></p><p>Anything included within the same line will be added as an &#39;AND&#39;, to create an &#39;OR&#39; condition you will need to create a new line for each. In the <strong>Fig 18</strong> example &#39;New status&#39; and &#39;Unassigned Agent&#39; are on different lines, so will be treated as an &#39;OR&#39;. This will show &#39;New&#39; or &#39;Unassigned&#39; tickets in the list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyMDE2Y2M1LTlkMzAtNDUxNi1hOWEwLWEzYzc2ZmU0NTFlMSJ9.ONpMlWX-OlrUha7NQ5ovMJaoHvnHrqqScLfcNTDV3XE" width="1590" height="301" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 19. List showing Unassigned and/or New tickets&nbsp;</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure Tickets By Team View</span></strong></p><p>This can be edited under&nbsp;Configuration &gt; Tickets &gt; Views and under the settings drop down.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4MzhjY2FiLWRjOWItNGMwOC1hZmY2LWRhYTYyMDkwYjhmNSJ9.SyOfSf8aMxRAVvHh3P6chzS2Bbyvtpb0h8tmtCNBh54" class="fr-fic fr-fil fr-dib" width="732" style="width: 732px;" height="270"></p><p><strong><span style="font-size: 10pt;">Fig 20. Changing The Teams View</span></strong></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">How To get The &quot;Add More Teams&quot; Button To Display</span></strong></p><p>If the option &quot;Only show the agents Teams by default&quot; is selected, then the teams visible in that ticket area can be altered as there will be a button &quot;Add More Teams&quot; which will be visible on the &quot;Tickets By Team&quot; Tree.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjYjhiNTg2LWVlY2MtNDM1ZC1iNmRkLWM0ZWVhYmMyMjI4ZCJ9.0vASUWOAGKrPbiSswXYnD47btaFPpL9gCn0-eKgkHqM" class="fr-fic fr-fil fr-dib" width="305" style="width: 307px; height: 477.445px;" height="477"></p><p><strong><span style="font-size: 10pt;">Fig 21. Adding or Removing Teams in The Teams Tree&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxZGU4NWYyLWI3ZjMtNGI0NS1iYTQ5LTNhYmQzNTYwMzAyZCJ9.14ByNXIZT3d3TQfgt_xlCb0e6XodlXrn4YqQAqianjA" class="fr-fic fr-fil fr-dib" width="768" style="width: 768px;" height="666"></p><p><strong><span style="font-size: 10pt;">Fig 22. Adding or Removing Teams in The Teams Tree</span></strong><span style="font-size: 10pt;">&nbsp;</span></p><p><br></p><p><strong><span style="font-size: 14pt;">Column Profiles</span></strong></p><p>Once a ticket view is selected, you will see a list of tickets. The information shown about the tickets here is controlled by the column profile.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlZDVhNmU3LWVkNmMtNDA0MS05NjYzLTZjNDE3NDhkOGMyNyJ9.uqb8Ds7MZcJpZopnVcoAp0B1hbtFUwqlfVqHxezvnUs" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 517.594px;" height="518"></p><p><strong><span style="font-size: 10pt;">Fig 23. Columns set by the column profile</span></strong></p><p><br></p><p>Column profiles can be customised and defaulted for agents. Agents can also choose their own column profile (if allowed).&nbsp;</p><p><br></p><p>Display types can also be chosen when viewing tickets in a list, including Tile, Kanban, Calendar and Gantt. These change how ticket information is displayed here.&nbsp;</p><p><br></p><p>For information on column profiles and display types, checkout <a target="_blank" rel="noopener noreferrer" data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1936/" data-pasted="true">Column Profiles</a>.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Mentioning Agents Directly From The Ticket List</span></strong></p><p><span style="font-size: 11pt;">There is an option to mention agents from the ticket list screen. To do so, head to a list and right click on a ticket.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgwYjliYTE5LWRhMGQtNDdkMy1iMTQyLWE1MzUyN2FhMzRhMiJ9.PSbQNSLDZy9fAgAcoWOtCyB3viRppu0nXifYNbF-oV8" class="fr-fic fr-fil fr-dib" width="444" style="width: 444px; height: 266.033px;" height="266.033"></span></p><p><strong><span style="font-size: 10pt;">Fig 28. Adding Note From Ticket List Screen</span></strong></p><p><br></p><p>Then click private note or public note and mention the agent.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2NjdjMjBkLTU5ZGUtNDUxZC05YTU0LTk4MDQyMzdjNDMyNCJ9.B9bEyQQP7vh9Fv_Lyui7YReH1B7OdcXQ1P2zBHkesDk" class="fr-fic fr-fil fr-dib" width="672" style="width: 672px; height: 386.4px;" height="386.4"></p><p><span style="font-size: 10pt;"><strong>Fig 24. Mentioning An Agent</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><span style="font-size: 14px;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 14px;"><strong>- What is the Datadog Integration?</strong></span></p><p><span style="font-size: 14px;"><strong>- Connecting to Datadog</strong></span></p><p><span style="font-size: 14px;"><strong>- Creating an Authorisation Application</strong></span></p><p><span style="font-size: 14px;"><strong>- Additional Configuration for Security Alerts</strong></span></p><p><span style="font-size: 14px;"><strong>- Default Ticket Type and End User</strong></span></p><p><span style="font-size: 14px;"><strong>- Creating the Webhooks</strong></span></p><p><span style="font-size: 14px;"><strong>- Triggering Webhooks for Monitoring Alerts</strong></span></p><p><span style="font-size: 14px;"><strong>- Triggering Webhooks for Security Alerts</strong></span></p><p><span style="font-size: 14px;"><strong>- Customise the Created Alert Ticket</strong></span></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>What is the Datadog Integration?<br></strong></span></p><p><span style="font-size: 14px;">The Datadog integration is used to process alerts from Datadog into tickets in Halo. This allows you to monitor alerts within Halo and archive security alerts.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Connecting to Datadog</strong></span></p><p><span style="font-size: 14px;">Head to Configuration &gt; Integrations, here there will be a module for Datadog, enable the module by selecting the &#39;+&#39; icon.&nbsp;</span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE1NzBlNTA4LTRkNDYtNGNhNC05YWQ0LTQ4MDgzZTZhM2JmNiJ9.AVoL0SJCFdMlOYgAY8UQ38Yyhpq8Ixuk3rzOtps4E2s" class="fr-fic fr-fil fr-dib" width="381" style="width: 383px; height: 180.281px;" height="180"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Enable Module.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now open up the module, to connect you will need to enter the URL of your Datadog site and your API key. The site URL can be obtained from your browser when you have logged into Datadog, this will follow the forma</span>t &#39;<a data-fr-linked="true" href="https://app.datadoghq.HOSTEDREGION" id="isPasted">https://app.datadoghq.HOSTEDREGION</a>&#39;<span style="font-size: 14px;">. Once obtained paste this into the &#39;Datadog Site&#39; field in Halo.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To obtain your API key you will need to open the Datadog &#39;Agent Manager&#39; application on your device. Under &#39;settings&#39; you will see your API key, see figure 2 for reference.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2YzZiNjAzLTg2NzAtNDhjNy05OWE2LTNkNTk2YjdkMmQ0NCJ9._J_nUf3QhPw6hv9F6iZdOLCtXSrKt65cr0ZkFJ0Snik" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 602.246px;" height="602"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. API key in Datadog Agent Manager.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Copy the API key and paste this into the &#39;API Key&#39; field in Halo.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMWEwZjE5LTk3ZmUtNDUxZS05MTc5LTBhMDIyODY3MTk2MCJ9.2_727HHWuNzpBEmYJ2IQmJABNb-wWpWVsl_FI6IKShM" class="fr-fic fr-fil fr-dib" width="973" style="width: 975px; height: 336.563px;" height="337"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Fields to paste site URL and API key into.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>Creating an Authorization Application</strong></span></p><p><span style="font-size: 14px;">Before we create the webhooks in Datadog, we need to create an authorization method for the webhook in Halo. Head to Configuration &gt; Integrations &gt; Halo API &gt; View Applications &gt; New. Here, name the application something like &#39;Datadog authentication&#39;. Set the Authentication Method to be &#39;Client ID and Secret&#39;. Set the login type to be &#39;Agent&#39; and the &#39;Agent to log in as&#39; to be an agent with admin permissions. This may be an admin agent in your instance or you may have a specific API agent you would like to use.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now head to the permissions tab, you will need to give the application the following permissions:</span></p><ul><li style="font-size: 14px;">all:teams</li><li style="font-size: 14px;">read:tickets</li><li style="font-size: 14px;">edit:tickets</li></ul><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Before saving, head back to the details tab and copy both the client ID and the Client secret for the application.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0NjMzNzMxLTRiYjEtNDdmNi04NzU2LWJkMWI5NjQ2YTBkNCJ9._Tu68kmNxKqcluoZfWf6bZrdhi1vs4_hUmsN10n5fbo" class="fr-fic fr-fil fr-dib" width="1033" style="width: 1035px; height: 636.483px;" height="636"></span><br></p><p><span style="font-size: 10pt;"><strong>Fig 4. Client ID and secret for API application.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Save the application, now head into Datadog.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once in Datadog head to the &#39;integrations&#39; area and open &#39;webhooks&#39;, if you do not have webhooks installed already you will need to install this.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxZmZjZWUxLTE2MjAtNDI0YS04YTcxLWRiMTYwMjQ2YmU0OSJ9.Gik0e7nxMiETq8u1_un6vOKjrj8MRk2oCJe6RhExUjc" class="fr-fic fr-fil fr-dib" width="1205" style="width: 1207px; height: 646.105px;" height="646"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Webhooks in Datadog.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Open the webhook integration area and go to the &#39;Auth Methods&#39; tab, create new Auth Method, Call this something sensible like &#39;Halo Authentication&#39; and set the protocol as &#39;OAuth 2.0 Client Credentials&#39;.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the &#39;Access token URL field enter YOURHALODOMAIN/auth/token?tenant=TENANTNAME, your tenant name can be found by going to Configuration &gt; Halo API, here you can see your tenant name under the &#39;Tenant&#39; field.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNjk1ZDQwLTg2NDUtNGVkYi1hY2QzLTkxYzIyMGY0MTQ5ZSJ9.ruhWUcFiZtQcFgzoQsX1hYGj1u5tXEHnudW8726GIks" class="fr-fic fr-fil fr-dib" width="1195" style="width: 1197px; height: 395.443px;" height="395"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Tenant Name.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the &#39;Client ID&#39; and &#39;Client Secret&#39; fields paste the ID and secret from the application you set up in Halo.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the &#39;Scope&#39; field enter the following: &#39;read:tickets edit:tickets&#39;&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Save this auth method. See figure 7 for an example on how the auth method should appear.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNmJiMTQ3LTY0NjUtNGZkMS1hZDg3LTc2YmQ1YWY1NzUzNiJ9.KvCiEM1HIGP45EBSxYUFWGw2Byah_2MZc1oXRzHD1P0" class="fr-fic fr-fil fr-dib" width="1210" style="width: 1212px; height: 1123.27px;" height="1123"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. Auth method in Datadog.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>Additional Configuration for Security Alerts</strong></span></p><p><span style="font-size: 14px;">For security alerts only, you will need to generate an application key, this will allow you to change the status of the alert in Datadog when closing the associated ticket in Halo.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To generate an application key head to personal settings &gt; my organisation &gt; application keys &gt; new key, give the key a sensible name and generate it. Copy the key from Datadog and paste it into the integration setup page in Halo. It is the key itself (not the Key ID) that you will need to copy.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYWQ3M2RhLWY3OTItNDdmMC1iNzQ1LWE1OGU0ZjJkNzU1YyJ9.kclLZr7UoIaCU5nB4DkCiEM8nM5l7OkT6WsrwA3M7DY" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 351.166px;" height="351"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Application Key in Datadog.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>Default Ticket Type and End User</strong></span></p><p><span style="font-size: 14px;">Before creating webhooks ensure you have set the ticket type and end user that the alerts will be logged under when they come in. If you need the ticket type/end user to vary depending on the alert this can be changed using the payload for the webhook, but these fields still need to be set. You may want to create a new ticket type for these alerts.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14pt;"><strong>Creating the Webhooks</strong></span></p><p><span style="font-size: 14px;">There are at least two webhooks that need to be created, one to process monitoring alerts, one to process security alerts. However, you can create as many webhooks as you like, if you would like the ticket information/ticket type/user to vary depending on the alert you will need to create a different webhooks for each of these.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">With the webhook integration area still open in Datadog, head to the Configuration tab, create a new webhook. Call the webhook something sensible like &#39;Alerts-Halo&#39;.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the &#39;URL&#39; field enter the following &#39;YOURHALODOMAIN/api/notify/datadog&#39;.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the &#39;Auth Method&#39; field select the auth method we set up earlier.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To get the payload head back to Halo, Configuration &gt; Integrations &gt; Datadog &gt; Webhook, here is an example payload you can use for the webhook. This will create a ticket in Halo, populating the summary of the ticket to be the title of the event and setting the priority of the ticket to P1. This example payload can also be seen below:</span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 14px;">{</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;datadog_id&quot;: &quot;$ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;security_signal_id&quot;: &quot;$SECURITY_SIGNAL_ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;summary&quot;: &quot;$EVENT_TITLE&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;priority_id&quot;: &quot;1&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;details&quot;: &quot;$EVENT_MSG&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;new_external_link&quot;: {</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;table_id&quot;: &quot;1&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;module_id&quot;: &quot;391&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_id&quot;: &quot;$ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_url&quot;: &quot;$LINK&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_desc&quot;: &quot;$SECURITY_SIGNAL_ID&quot;}</span></p><p><span style="font-size: 14px;">}</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Enter your payload into the payload field and save the webhook.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwODM1MDZhLWZkYWItNDU2Yi04ZjQ2LWZiY2MxOWE4MjMzZCJ9.si9toew0vZqcFr0DPOBvwgJvEoxft0gZlLKtzE8K8Jc" class="fr-fic fr-fil fr-dib" width="911" style="width: 913px; height: 713.304px;" height="713"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Webhook setup in Datadog.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now we can have this webhook trigger when a particular alert takes place. The setup for the webhook trigger differs slightly for monitoring and security alerts</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Triggering Webhooks for Monitoring Alerts</strong></span></p><p><br></p><p><span style="font-size: 14px;">To do this, navigate to the &#39;Monitors&#39; module and select &#39;New Monitor&#39;;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlOTBkNDcwLWViOWItNDdiZC1hY2QzLTFlNDBiOGJiMWRiMyJ9.Il1uXvuWSM240CWlV8u-RiVwqfCR7U24nSnIeyKoiMg" class="fr-fic fr-fil fr-dib" width="632" height="673"></span></p><p><br></p><p>Select a Monitor Type;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1MTkxYzNjLTRjM2ItNGRlNi1hZDM0LTZjNjVlNTA2MDdhYiJ9.M8l0d02y5lIODKUkJt8HM9VQY1BvGpmvZOex1Vh9RtA" class="fr-fic fr-fil fr-dib" width="605" height="816"></p><p><br></p><p><span style="font-size: 14px;" id="isPasted">Configure your monitoring alert, at stage 4 &#39;Configure notifications and automations&#39; enter the following into the event message:</span></p><p><br></p><p id="isPasted"><span style="font-size: 14px;">&lt;!--StartFragment--&gt;</span></p><p><span style="font-size: 14px;">@webhook-NAMEOFWEBHOOK</span></p><p><span style="font-size: 14px;">&lt;!--EndFragment--&gt;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now save the alert. You can test the webhook using the &#39;Test Notifications&#39; button on the alert page.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyYjZmZTk2LTYxNTEtNDFhYy1hZDk2LWU0YmQyYjhmY2M0NSJ9.MBbUW7jyaBBATKpkcAloinDXDOhmxygs661LNtmoqjY" class="fr-fic fr-fil fr-dib" width="1169" height="862"></p><p id="isPasted"><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYThjOGI2LTZhZjAtNGU4OC05NjRhLTE2OGYwODdlNGIxOCJ9.57HA_qus1gpfsbAEe8vG24NEHUBguFlV7i6pDsL1P9U" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 666.011px;" height="666"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Monitoring Alert setup page with webhook trigger.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once you test the notifications the tickets relating to the alert will be created in Halo almost instantly. If the test is successful, each time the alert is triggered a ticket will be created in Halo. See figure 11 to reference how the ticket will look in Halo using the example payload. Note the agent who &#39;opened&#39; the ticket is the agent you set to log in as in the authentication application.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0NjI4Yjk5LTA3N2ItNDEyNi05MDE4LTdiODFlNWY4NjAzMCJ9.nztWdQJdqegVDsZNTu5CZ1VTF4X7yyt30FK1tqCdEPw" class="fr-fic fr-fil fr-dib" width="1191" style="width: 1193px; height: 688.299px;" height="688"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Ticket created from alert.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 18px;"><strong>Triggering Webhooks for Security Alerts</strong></span></p><p><span style="font-size: 14px;">Open the detection rule in Datadog that is used to trigger a security alert. At stage 3 of the rule &#39;Set rule cases&#39; enter &#39;@webhook-NAMEOFWEBHOOK&#39; into the notify field, shown in figure 12.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3NjM3YjZmLWM0ZGEtNGI0OS05MjllLWI2NzQwNDc1MmYwNCJ9.kVkohbfki6gfeBddcdQlB_I8MKuiXTPPNM2tUaLTEHE" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 156.096px;" height="156"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Security Alert setup page with webhook trigger.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Unlike monitoring alerts, you cannot &#39;test&#39; security alerts/detection rules so once you have added the webhook trigger you will need to trigger the alert to test the webhook is successful.&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once a security alert has triggered a ticket being logged in Halo, closing the ticket will change the status of the alert in Datadog to &#39;archived&#39;.&nbsp;</span></p><p><br></p><p><span style="font-size: 18px;"><strong>Customise the Created Alert Ticket</strong></span></p><p><span style="font-size: 14px;">You can adjust the example payload to control what information is pulled into the ticket in Halo, as well as change the details/ticket type/user of the ticket.&nbsp;</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Custom Fields<br></strong></span></p><p><span style="font-size: 14px;">To have custom fields on the ticket be populated with data from the Datadog alert, first ensure the custom fields are set against the ticket type the alert is going to create. For example, if you would like the Hostname that the alert is in regards to appear in the ticket details, create a custom field for this (it will need to be a text field) and add this to the ticket type.&nbsp;</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmZmUwOTE1LWFkNjgtNDc5NS1hOGUzLWFkZWM2ZjA2NGYxOSJ9.AkTXrNDegrzq3pheTI8k0HWwQSAbFH0UspFzR_XBeP4" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 539.197px;" height="539"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Adding custom field to ticket type.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now the custom field is on the ticket type you can adjust the payload. Add the following into the payload:</span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 14px;">&quot;customfields&quot;: [</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; {&quot;id&quot;: &quot;239&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;value&quot;: &quot;$HOSTNAME&quot;},</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp;]</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Let&#39;s break this down. The ID we are calling on is the ID of the custom field we want to populate. You can obtain the ID by heading to Configuration &gt; Custom Objects &gt; Custom Fields &gt; select your custom field, once open the ID of the field will appear in the URL after &#39;id=&#39;</span></p><p><br></p><p><span style="font-size: 14px;">The value is the value that we would like to populate the field with. We can either assign a set value here, such as a set number/text, or use a variable to pull the data from Datadog. The variable in the above example will pull through the name of the host that triggered the alert. For a list of the variables Datadog uses see their guide <a data-fr-linked="true" href="https://docs.datadoghq.com/integrations/webhooks/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">See below for how the payload should look once custom fields are included:</span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 14px;">{</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;datadog_id&quot;: &quot;$ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;security_signal_id&quot;: &quot;$SECURITY_SIGNAL_ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;summary&quot;: &quot;$EVENT_TITLE&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;priority_id&quot;: &quot;1&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;customfields&quot;: [</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; {&quot;id&quot;: &quot;239&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;value&quot;: &quot;$HOSTNAME&quot;}],</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &quot;new_external_link&quot;: {</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;table_id&quot;: &quot;1&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;module_id&quot;: &quot;391&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_id&quot;: &quot;$ID&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_url&quot;: &quot;$LINK&quot;,</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp; &nbsp; &nbsp;&quot;third_party_desc&quot;: &quot;$SECURITY_SIGNAL_ID&quot;}</span></p><p><span style="font-size: 14px;">&nbsp; &nbsp;</span></p><p><span style="font-size: 14px;">}</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Changing ticket type/end user</strong></span></p><p><span style="font-size: 14px;">To change the user that the ticket is logged under following the alert, adjust the payload for the webhook the alert is triggering. In the payload you will need to add the following:</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">&quot;user_id&quot;: &quot;X&quot;&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Where X is the id of the user that you would like the ticket to be logged under. To get the ID of a user head to the user&#39;s profile in Halo, the ID will appear in the URL following &#39;userid=&#39;.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To change the ticket type of the ticket that is logged following the alert, add the following to the webhook payload:</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">&quot;tickettype_id&quot;: &quot;X&quot;&nbsp;</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Where X is the ID of the ticket type you would like the ticket to be logged as. The ID of a ticket type can be obtained by heading to the Configuration &gt; Tickets &gt; Ticket Types &gt; select the required ticket type, here the ID of the ticket type can be found in the URL following &#39;id=&#39;.&nbsp;</span></p><p><span style="font-size: 14px;"><br></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><strong>In this guide we will cover:</strong></p><p><strong>- Enabling Mobile App Access</strong></p><p><strong>- Downloading the App</strong></p><p><strong>- Access and Action Tickets</strong></p><p><strong>- View Teams and their Agents/Tickets</strong></p><p><strong>- View and Scan Assets</strong></p><p><strong>- Receive Push Notifications</strong></p><p><strong>- View Customers and Access Instance</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1921/" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/923/" target="_blank" rel="noopener noreferrer">Asset Management</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1938/" target="_blank" rel="noopener noreferrer">Custom Fields</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1898/" target="_blank" rel="noopener noreferrer">Teams</a>&nbsp;</li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1918/" target="_blank" rel="noopener noreferrer">Working on Tickets</a></li></ul><p><br></p><p>The mobile app can be used to view and action tickets, view teams, view and add assets and their barcodes, view customers, and receive push notifications.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Mobile App Access</span></strong></p><p>Access to the mobile app login is set in Configuration &gt; Advanced Settings, where &quot;Allow Halo Mobile app access&quot; should be enabled. This allows your agents to log into the app.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM0NDIwMGU2LWU2NWQtNDBiMC1iNzE0LTI0ZDZlZDUwNGFkZCJ9.eIvQHVL80senLxLjmklbzdmLJ_CCiLTiuaAxhbgx2UY" class="fr-fic fr-fil fr-dib" width="983" style="width: 985px; height: 481.693px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling mobile app access.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Downloading the App</span></strong></p><p>The app can be found by searching your product name on your app store (i.e. &quot;Halo PSA&quot;). It can be downloaded on both Apple and Android.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNTllMTRjLTVhMjEtNGVmOC05YjY2LWI5YWYwMjBjNTg0MiJ9.k-n9ykdIlf11FvaXEP91GCnEoimAqghqScKftqGt2tg" class="fr-fic fr-fil fr-dib" width="358" style="width: 360px; height: 778.435px;" height="778"></p><p><strong><span style="font-size: 10pt;">Fig 2. Halo mobile app in the App Store.</span></strong></p><p><br></p><p>After downloading and opening the app, enter your Halo instance URL, and then press &quot;Get Started&quot;. This will then prompt you to the login screen where you can enter your agent login credentials.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0OGNjODU5LTIzZWQtNGJiYi04OTdjLTk4MmMzY2FiZTU3NCJ9.6G53qIWwwBaljaUwri635ZIvGmVhLcTQM7i_aGUYMVA" class="fr-fic fr-fil fr-dib" width="359" style="width: 361px; height: 781.042px;" height="781"></p><p><strong><span style="font-size: 10pt;">Fig 3. Entering Halo URL into the app.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Access and Action Tickets</span></strong></p><p>The first thing the app can do is be used to access and action your tickets. For a ticket to be viewable on the app, enable &quot;Show on the mobile applications&quot; on the ticket type in Configuration &gt; Tickets&gt; Ticket Types.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyNTAzODg4LTkxZTgtNDdhZi1iMzg2LWU2OWViNDZjY2VkZiJ9.PH8IjekP1rZGNvkJzTNn4mJwLLCP7DpT_q_tadmBCTM" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 481.513px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 4. Show on the mobile applications checkbox on a ticket type.</span></strong></p><p><br></p><p>The tickets will then appear like this on the app, in the main area called &quot;My Tickets&quot;. <strong><em>Note: Area pages can be changed along the bottom of the screen.</em></strong></p><p><br></p><p>Your tickets will appear in a list similar to how tile view appears on the web application. It shows the ticket number, followed by user, customer and summary of the ticket. To the right, the date logged and status of the ticket are shown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlN2Q5ZjkxLWJhZmItNGExMy04NTZlLWM3YTNiOTkyM2IzZCJ9.FCWpKXABw9Fa5ec-GYkNkrRl-prGoZvlGjUe7tnfkqk" class="fr-fic fr-fil fr-dib" width="349" style="width: 351px; height: 759.025px;" height="759"></p><p><strong><span style="font-size: 10pt;">Fig 5. My Tickets area.</span></strong></p><p><br></p><p>If the &quot;+&quot; icon is pressed in the top right of that screen, it will open the new ticket logging area on your mobile&#39;s browser, allowing new tickets to be logged straight from the agent&#39;s phone. To open the New Ticket Screen directly within the app, head to Configuration &gt; Advanced Settings, and enable &quot;Use the updated new Ticket screen on the mobile app&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI0ZjQ5NTExLWM0YmEtNGMyNS04YmFlLTgzZDY3YTFjNTgxMCJ9.VMkN1VsjT56tdIWBfusb6jR4F14Xc7mb8HEoLwKlLgI" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 6. Logging a ticket</span></strong></p><p><br></p><p>Next to the new ticket icon is a search icon. This allows you to search your Halo instance for tickets, articles, customers, services, etc, in the same way the function does on the web application.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MTc1YWVjLTFhYWItNDg3Yy1iZmIzLTkxMjgwOTkwMDhiNCJ9.6dsDW_Ac6WlVYI-WO77VcfpmhKChgj3Ad7DevF9gPPo" class="fr-fic fr-fil fr-dib" width="345" style="width: 347px; height: 750.752px;" height="751"></p><p><strong><span style="font-size: 10pt;">Fig 7. Search function.</span></strong></p><p><br></p><p>Selecting one of the tickets will open it on the Progress Feed tab, showing the ticket ID in the top left, and actions done on the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhYThiMDY3LTYzNWYtNGFhYi04YTE0LTczOGZlZTZkYmVkZSJ9.HFv4uyyhBLRoCloMLzO3fHFSYPi70lsJTe_zW5TwVdo" class="fr-fic fr-fil fr-dib" width="343" style="width: 345px; height: 746.509px;" height="747"></p><p><strong><span style="font-size: 10pt;">Fig 8. Progress Feed tab on a ticket.</span></strong></p><p><br></p><p>The next tab along the top is &quot;Details&quot; and shows all the ticket details that are normally on the right hand side of the ticket on the web application. At the top is the &quot;End-User details&quot;, showing the user and customer the ticket was raised by.</p><p><br></p><p>Underneath is &quot;Service Level Agreement&quot;. If the ticket is following a SLA, details of the response and resolution targets is shown here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxNzc2NGE3LWU2YjMtNDhhOS05YTkwLTBmNDEzYmMxYTA2YiJ9.6eNxEEGaDP9t8hZq16KJdcUrd5u61wVxScsj1Xeke0g" class="fr-fic fr-fil fr-dib" width="340" style="width: 342px; height: 739.904px;" height="740"></p><p><strong><span style="font-size: 10pt;">Fig 9. Details tab on a ticket with End-User details and Service Level Agreement.</span></strong></p><p><br></p><p>Scrolling further down then shows the &quot;Ticket information&quot;, containing the date the ticket was created, ticket type, workflow, etc.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3NGMwNDNjLTc5MmUtNDA0Zi1iMTM2LTljY2NkZjZmMWNlNyJ9.9eBll5NKRvqY40ETzkHC8JrM_mws9-x3PennnXZyddE" class="fr-fic fr-fil fr-dib" width="342" style="width: 344px; height: 744.262px;" height="744"></p><p><strong><span style="font-size: 10pt;">Fig 10. Details tab on a ticket with Ticket information.</span></strong></p><p><br></p><p>The final tab is &quot;Custom Fields&quot;, which will show any custom fields set on the ticket.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVhNDNhMTBlLTdmNmYtNDdmNC04NmYwLTE1MWY4YmJlYmVjMCJ9.RsHu1-BOHet4eXJdaA5JbUUpsF0SBwEh4CzeiD0TdKk" class="fr-fic fr-fil fr-dib" width="341" style="width: 343px; height: 742.47px;" height="742"></p><p><strong><span style="font-size: 10pt;">Fig 11. Custom Fields tab on a ticket.</span></strong></p><p><br></p><p>Pressing the pencil icon in the top left allows you to complete actions set against the ticket&#39;s workflow.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1MTI4YTg5LWM4MmItNGRiNS1iZjQ0LTI4ZjNmNTAzZGU1NCJ9.8U6pmdKbamtNc-61N4-1xH9Z4eLhIpWqvjyy0o1HlkI" class="fr-fic fr-fil fr-dib" style="width: 342px; height: 738.784px;" width="340" height="739"></p><p><strong><span style="font-size: 10pt;">Fig 12. Selecting an action to do on a ticket.</span></strong></p><p><br></p><p>Selecting the action will bring up the action screen where fields can be filled in.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc3MGIyYTY3LWM2NzYtNDdkNi04NGVjLTg0MjY2YzM5NjA4ZiJ9.FlZk8us-Zq-HLKRk54hS_wVzm0CrY76OHTMNiVXvugo" class="fr-fic fr-fil fr-dib" width="340" style="width: 342px; height: 739.909px;" height="740"></p><p><strong><span style="font-size: 10pt;">Fig 13. Completing an action on a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">View Teams and their Agents/Tickets</span></strong></p><p>In the &quot;Teams&quot; area, a list of available teams show with the number of open tickets per team at the end of each line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0MDczZDJhLTM3MmMtNDMyZC1iOGRiLTk5ZDc2NTA0YjdlYiJ9.CFzIa6MkkCT2NaqudRoahi2d4xgdZg4aSvS9sk61XKY" class="fr-fic fr-fil fr-dib" width="342" style="width: 344px; height: 744.262px;" height="744"></p><p><strong><span style="font-size: 10pt;">Fig 14. Teams list in Teams area.</span></strong></p><p><br></p><p>Opening a team will show a list of tickets assigned to them in the &quot;Tickets&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkYmQ0OTQ0LWRiMzMtNDBkOS1iNGU3LTEwZjI3NGIyOWYxOCJ9.o42Iwdd2llG1ZH2feah1NI7gVCbUdCmQ5oGXaKRWetg" class="fr-fic fr-fil fr-dib" width="337" style="width: 339px; height: 733.444px;" height="733"></p><p><strong><span style="font-size: 10pt;">Fig 15. Ticket list per team.</span></strong></p><p><br></p><p>A list of agents in that team can also be seen in the &quot;Agents&quot; tab. Selecting any of these agents will show the open tickets assigned to them, the number of which can also be seen on the line.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkNmE3MDhhLTAzODAtNDI2Mi04ZTc2LTFhZWY4NmNjYzNjYiJ9.WiG1ohecmzS2po-7KWos8kHHEKvl_iJcRp6ytm6lvx8" class="fr-fic fr-fil fr-dib" style="width: 342px; height: 738.964px;" width="340" height="739"></p><p><strong><span style="font-size: 10pt;">Fig 16. List of agents within a team.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">View and Scan Assets</span></strong></p><p>Opening the third area called &quot;Assets&quot; will initially show a list of asset types in the &quot;Asset Types&quot; tab at the top.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3NGY4M2YxLTAwYjgtNDJlZC05MGQwLTZlY2U3ZTA1YzYwYyJ9.62sKAx12Z6L0Ux6-fpuAhU4bH8KShBpDqqUS6ALhmbA" class="fr-fic fr-fil fr-dib" style="width: 345px; height: 745.264px;" width="343" height="745"></p><p><strong><span style="font-size: 10pt;">Fig 17. List of asset types.</span></strong></p><p><br></p><p>In the top right, selecting the barcode item will open the camera to be able to scan asset barcodes (<strong><em>Note: The app will need camera permission to do so</em></strong>).</p><p><br></p><p>If a barcode that is scanned that is not associated with an asset, it will prompt to create an asset from it. Selecting &quot;Create a new Asset&quot; will open the asset creation page in your mobile browser.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkNTcyMDY2LWJiOTItNDFjNy05MmU4LWFjZDllMTY4NzY5MCJ9.4red_7aXJm-OUWdqxr6X9su4LbVRSX9wSiobK2BGWjE" class="fr-fic fr-fil fr-dib" width="342" style="width: 344px; height: 744.507px;" height="745"></p><p><strong><span style="font-size: 10pt;">Fig 18. Asset not found popup.</span></strong></p><p><br></p><p>If scanning an asset that already has that barcode associated with it, the options to either bookmark or view the asset will show.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhZmE3Y2EyLWQzZGItNDhmOC1iMjZkLTA4MjgyMmJiMGE2ZCJ9.LjVOxCtgz20UrjQMSsRdPrHTxClbwUFqp-hrwWiFFyI" class="fr-fic fr-fil fr-dib" width="341" style="width: 343px; height: 742.098px;" height="742"></p><p><strong><span style="font-size: 10pt;">Fig 19. Asset found popup.</span></strong></p><p><br></p><p>Selecting &quot;View&quot; will open the asset&#39;s information. This is the same page that will appear if manually clicking into an asset from the list. Here you can view details about the asset, and associated attachments and tickets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkMGU4MTY4LWI1NWYtNDQwMy05NTQ3LWNjZWU1ZTBjN2ZhNiJ9.8eIMZqpOpLFCBdaOdC_RjAxZPZR8DyPkL2df6owyXLk" class="fr-fic fr-fil fr-dib" style="width: 342px; height: 738.784px;" width="340" height="739"></p><p><strong><span style="font-size: 10pt;">Fig 20. Asset details tab.</span></strong></p><p><br></p><p>The second tab in the Assets area is &quot;All Assets&quot;. Here will show a full list of assets accessible by the agent. The mouse icon at the top right will show on this tab next to the barcode scanner. Selecting this will allow you to select multiple assets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIwMGZkNzY4LTc0NmEtNDk2Ni05N2I0LTk0MmZiNDlmM2ZlZSJ9.TowRyG0xpf__m_SXSO8DS7g4JYE5ZE4_u45N1gvfbeI" class="fr-fic fr-fil fr-dib" width="335" style="width: 337px; height: 729.004px;" height="729"></p><p><strong><span style="font-size: 10pt;">Fig 21. Multiple selection of assets.</span></strong></p><p><br></p><p>Selecting the three dots in the top right after choosing the assets will allow you to either bookmark, move, or add these assets to tickets. Bookmarked assets will then appear in the &quot;Bookmarked&quot; tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkYWYxMWE4LWI4MmQtNGFmOC04NWM3LTQ0OTI4ZjRlYzFhYyJ9.jwOYc_Fsnype5DiXzJR2TWz1KvHJOAL2YFXVEJcP824" class="fr-fic fr-fil fr-dib" style="width: 340px; height: 734.463px;" width="338" height="734"></p><p><strong><span style="font-size: 10pt;">Fig 22. Bookmark, Move, Add to Ticket options for assets.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Receive Push Notifications</span></strong></p><p>The Halo app allows push notifications to be configured. In your web application, go to Configuration &gt; Notifications &gt; Notifications, and edit or create a notification you wish to have a push notification for. Enable &quot;Send a mobile push notification (Halo iOS/Android App)&quot;.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MTcxZjRhLTBlMTYtNGM3OC1hOGUzLTU2ODcyZGM2OTQ1NyJ9.sUSgszFw01VCNgE6VjXj-SY_NqqRGuQ-CdoVxzo9WNg" class="fr-fic fr-fil fr-dib" width="977" style="width: 979px; height: 478.52px;" height="479"></p><p><strong><span style="font-size: 10pt;">Fig 23. Enabling push notifications.</span></strong></p><p><br></p><p>When a notification with this enabled is triggered, the agent will receive a push notification on their phone, showing in both the notifications area and on the notification count next to the app.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlNDFhM2Y1LTUzNmYtNDcyNi1hNmU3LWE5YmFhNWY0YzUxOSJ9.7SqB8wiHC_pgza4ldD7CAW0v_m5ekyNPCLCUpHWFSsg" class="fr-fic fr-fil fr-dib" style="width: 717px; height: 717px;" width="715" height="717"></p><p><strong><span style="font-size: 10pt;">Fig 24. Push notifications on the agent&#39;s phone when logged into the app.</span></strong></p><p><br></p><p>Selecting the notification will open the app, where agents can see their notifications in the &quot;Notifications&quot; area (the fourth in the bottom row). A notification count will also show here, and will not disappear until the notification is read and clicked onto, similar to how the web app notifications function.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOGMzNWNkLTc0NWEtNGVjYy05NWRhLTgzNmQ2NDlkOTM1MyJ9.WFt_Kv_gBmSRcj5aPRY-FH80kOODjZG1eLOoByIwmq8" class="fr-fic fr-fil fr-dib" width="355" style="width: 357px; height: 771.862px;" height="772"></p><p><strong><span style="font-size: 10pt;">Fig 25. Notification in the Notifications area.</span></strong></p><p><br></p><p>Selecting the notification will open the relevant area in Halo within the Notifications area. In this case, the ticket the agent was mentioned in.&nbsp;</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlMDc3YWIzLTNiNjctNGJhNC1iNDk4LTU0OWIyN2E3MGRhOCJ9.csZVxOvOIA-pk6exmzfMLKIyAg4SaGzt_5AZQnvs8WA" class="fr-fic fr-fil fr-dib" width="352" style="width: 354px; height: 765.897px;" height="766"></p><p><strong><span style="font-size: 10pt;">Fig 26. Clicking into the ticket from the notification.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">View Customers and Access Instance</span></strong></p><p>The final area in the bottom row is the &quot;Menu&quot;. Opening this will show the logged in agent at the top, followed by the customers area, a link to open the web application in your browser, a link to change password and security information, and the logout button. It will also list the versions you are using.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlODQyYjA2LTE5NjQtNDgxYS05NzZkLWZmOTVhYjhjYWE5MyJ9.r0SHx_HngB_VhCWjyjCTYzXaX67-wwxsGMrpBkfPpRU" class="fr-fic fr-fil fr-dib" style="width: 358px; height: 773.347px;" width="356" height="773"></p><p><strong><span style="font-size: 10pt;">Fig 27. Menu area.</span></strong></p><p><br></p><p>Selecting the &quot;Customers&quot; button will open an alphabetical lists of your customers, with a circle on the right of the line showing the number of open tickets against them.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhNTM5MzFjLTc4NTEtNDNlYy1hYjlhLWI4ZmI5Yjc3YTQwYSJ9.S_zVsHHgsiXJb45pKQnVgYogSxbcXbbFjM88tK9n4B4" class="fr-fic fr-fil fr-dib" style="width: 354px; height: 764.706px;" width="352" height="765"></p><p><strong><span style="font-size: 10pt;">Fig 28. Customers list.</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>- How to bring products into stock and create assets</strong></p><p><strong>- Consigning items</strong></p><p><strong>- Returning assets (that are linked to item) to stock</strong></p><p><strong>- Returning assets (not linked to an item) to stock</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:&nbsp;</strong></p><ul><li><strong>&nbsp;<a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1845/" id="isPasted" target="_blank" rel="noopener noreferrer">Items and Stock Control</a></strong></li></ul><p><br></p><p>This guide will cover how to bring/return items into stock and create/return assets to stock based on the out-of-the-box functionality, items and stock may behave differently in your instance depending on your configuration as there are various settings impacting how stock behaves. The guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1979/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a><strong>&nbsp;</strong>covers some of the configuration settings impacting stock behaviour.&nbsp;</p><p><br></p><p>To understand the relationship between products and assets we recommend reading this guide: <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2341/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>Items vs Assets</strong></a></p><p><br></p><p><strong><em>Note: In this guide the terms &#39;product&#39; and &#39;item&#39; will be used interchangeably.&nbsp;</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Bringing Products into stock and creating Assets</span></strong></p><p id="isPasted">Products can be brought into stock either from a purchase order (PO) or by using the &#39;Receive stock&#39; action against the product (manually).&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAzNjM3N2ZiLTgzZjQtNDdiMi1hNDZkLTVlNjNiMmFmZmI4MCJ9.zW1YRrtOiJIU_RVixsJV1U4QgX9Q8wCKEE2NWCPxQGQ" class="fr-fic fr-fil fr-dib" width="1170" style="width: 1172px; height: 357.181px;" height="357"></p><p><strong><span style="font-size: 10pt;">Fig 1. Bringing in stock using a PO</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMzYzZmY1LTk5NWEtNDBmOC05YzAwLTBkM2Q3NjgxZWM2ZSJ9.bLI4q66Hm1c9rStzjWPJm2w6oyCiabPYhnRpiR8tFcQ" class="fr-fic fr-fil fr-dib" width="815" height="428"></p><p><strong><span style="font-size: 10pt;">Fig 2. Receive stock against product</span></strong></p><p><br></p><p>When bringing an item into stock you must choose which stock location to store this item under.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmODJlMDBmLTE4MDYtNGIwYi05M2RhLWI2MDZmYmVhZTQxZSJ9.E10t09S0sv3J4IVxRLpnk9PqxgYgTv7LDC-deR0AlBE" class="fr-fic fr-fil fr-dib" width="1108" style="width: 1110px; height: 481.907px;" height="482"></p><p><strong><span style="font-size: 10pt;">Fig 3. Select stock location when receiving stock&nbsp;</span></strong></p><p><br></p><p>Stock locations are simply sites that have been marked as stock locations. See the section &#39;stock control configuration&#39; of the guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1983/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a> for more information on creating stock locations (and bins).&nbsp;</p><p><br></p><p>If the item you are bringing into stock has a linked asset type (for serialized assets) an asset will be created for each item that is brought into stock. You will be prompted to enter the asset tag and the asset serialization field for the asset at this stage to ensure the new asset has unique identifiers. The asset serialization field is determined by the setting &#39;Asset Serialization Field&#39; under configuration &gt; Items and stock control. (If an item does not have a linked asset type, an asset will not be created when stock is received for this item.)</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3Yjk4MDA3LWE3MzQtNDhjZi1hNDk2LWNjMTMyZWNkNzQzMyJ9.MmPnHRLHn_i92xvFluYgO5VLec-Xs772jBdJCkcR160" class="fr-fic fr-fil fr-dib" width="528" height="270"></p><p><strong><span style="font-size: 10pt;">Fig 4. Creating a serialised asset when stock received&nbsp;</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MDMyZmM0LWVmMzUtNGI0MC1iODg0LWU3ZDk5OGFhNTJkMSJ9.sMzeJhEOFmKiRaQ7-bf4rPzXzxfP0-tMK9dRUodTbnM" class="fr-fic fr-fil fr-dib" width="650" style="width: 652px; height: 317.036px;" height="317"></p><p><strong><span style="font-size: 10pt;">Fig 5. Linked asset type for item&nbsp;</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjOGRiNGJlLWRkNzQtNGU0Ny1iZTU5LTU2MzBiZjZkZTA1ZCJ9.Ss-GIriBXCziYFgnOL0g-Q8z4pPwVnpTAYJRh_zY9pY" class="fr-fic fr-fil fr-dib" width="498" style="width: 500px; height: 417.108px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 6. Asset serialisation field</span></strong></p><p><br></p><p>The asset that has been created will now be linked to this item. This means this asset will be associated with the stock quantity of the linked item, that is, each asset will count towards the stock count for the item. If all assets for an item are assigned to users/sites there will be no &#39;free stock&#39; of the item to assign to new users. You can see if an asset is linked to an item under the &#39;Stock information&#39; section of the &#39;Supplier and Maintenance&#39; tab against the asset.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliZjQ1OWRmLTI1OTUtNDM5ZC1iY2ZmLTY5ZjhjMTM5ODEzNCJ9.7Sp8PqclZMXfvnuKTdZYeM2iTFrZJNIcV_PTFzH_jCw" class="fr-fic fr-fil fr-dib" width="394" style="width: 396px; height: 293.085px;" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 7. Product/item linked to asset</span></strong></p><p><br></p><p><strong><em>Note: By default assets will be created when stock is received, however this can be changed using the setting &#39;Create Serialised Assets&#39; under configuration &gt; items and stock control. If this is set to be &#39;When Items are consigned&#39; assets will be created at consignment rather than when stock is received.&nbsp;</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViNGIyNTYxLTNiZTMtNDE1YS1iY2I4LTk3NmQxZDBhZjNlNyJ9.5Ia38eld6rxL-sUkRea7e5_fS-2GVyA_484EfOdVWyI" class="fr-fic fr-fil fr-dib" width="230" height="196"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting to change when assets are created</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Consigning items&nbsp;</span></strong></p><p>Consigning an item in Halo moves the item from a stock location to a user&#39;s site, essentially marking the item as being &#39;delivered&#39; to a site. This is done to take the item out of available stock so you can monitor how much &#39;free stock&#39; and &#39;restricted stock&#39; you have.&nbsp;</p><p><br></p><p>Items can be consigned from a purchase order, sales order or from a ticket. Items are consigned from a ticket when products have been issued as part of the ticket. When consigning an item on a ticket you will need to choose which stock location to take the item from, this stock will then be moved to the end user&#39;s (of the ticket) site.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlOWE1MWIxLTllNmUtNDYzNC04YmQzLTNjYThiMjhhNzhkOCJ9.x2ZtqNd35u0xq8bVbr3Rt2hexMyMwo3BtveK-zj_2VM" class="fr-fic fr-fil fr-dib" width="1081" style="width: 1083px; height: 590.808px;" height="591"></p><p><strong><span style="font-size: 10pt;">Fig 9. Consign item from ticket</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY5Yjg2YzBhLTY2NGItNDkxNi04OGUyLTFhOTljZTdmMDI1ZiJ9.9NIBaEX5iFFrRnIAHKMEMyBn3qCehpOfCE6b25VFmnI" class="fr-fic fr-fil fr-dib" width="1770" style="width: 1772px; height: 383.187px;" height="383"></p><p><strong><span style="font-size: 10pt;">Fig 10. Choose stock location to consign item from</span></strong></p><p><br></p><p>When consigning products that are linked to an asset type (serialised products) you will also need to choose which asset you are consigning to this site. You will only be able to choose from existing assets to consign here.&nbsp;</p><p><br></p><p>You will also only be able to choose from assets that are linked to this product. Assets become linked to a product when created through stock processes, if you have assets that are not created through stock processes (e.g. created manually) you will need to ensure the &#39;Default Product for new Assets&#39; is set against the asset type. This field will determine the product the asset is linked to when the asset is created outside a stock process.&nbsp;</p><p><br></p><p><br></p><p>To consign items from a sales order use the &#39;consign items&#39; action against the sales order.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4MDFhNmRlLWE3ZGQtNDI2Zi1hYTFmLTFlZjZhMGVhMmYyZCJ9.TSu4eR1cz_xCpNmHN2Thwa5Ts3pQD9iyf1REAZYexho" class="fr-fic fr-fil fr-dib" width="1148" height="392"></p><p><strong><span style="font-size: 10pt;">Fig 11. Consign item from sales order</span></strong></p><p><br></p><p>This will move the items from a chosen stock location to the site of the sales order.</p><p><br></p><p><strong><em>Note: If you consign an item incorrectly you can delete the consignment note and you will be able to re-consign the item.&nbsp;</em></strong></p><p><br></p><p>Items can be consigned from a purchase order, but only when the purchase order is set to be delivered to the user. You will not need to select which site the item is consigned from as the item is coming straight from the supplier to the user. This item will then be added into stock (and asset created) at the site assigned to the purchase order.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNWJjYWM2LTcxNmEtNGU4OC1iM2NhLWIyNzJjOTRiNDE5MSJ9.coV5npsmn1QSMe8ZP7Xf3eROOaZ-A7KxgJWl581cRds" class="fr-fic fr-fil fr-dib" width="1415" style="width: 1417px; height: 530.288px;" height="530"></p><p><strong><span style="font-size: 10pt;">Fig 12. Consign item from PO</span></strong></p><p><br></p><p>For a worked example on receiving and delivering stock see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1983" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Returning Assets to stock (when asset has linked item)</span></strong></p><p>If an asset has been consigned to a site it can be returned back to stock using the &#39;Return Asset&#39; action against the asset profile. This is useful when users are returning assets back to you, perhaps due to the user leaving, or as a result of a hardware upgrade.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzYzRmMWE3LTAwZjMtNGZiNi04N2I0LTQ3Y2EyZGI2M2YwOCJ9.kgPAsLyxFQQQSBlorP5vTB7lKppCqhZRWAYTqQGY8E8" class="fr-fic fr-fil fr-dib" width="859" height="397"></p><p><strong><span style="font-size: 10pt;">Fig 13. Return asset to stock</span></strong></p><p><br></p><p><strong><em>Note: This action will only be available if the asset has been consigned and is linked to an item.</em></strong></p><p><br></p><p>When returning an asset back to stock you will need to select the stock location it will be returned back to. The stock level of the item linked to the asset will not change, but rather there will now be more &#39;available stock&#39;. This means this asset will now be available to be consigned to another site when needed.&nbsp;</p><p><br></p><p><strong><span style="font-size: 14pt;">Returning Assets to stock (when asset not&nbsp;linked to an item)</span></strong></p><p>If you have imported assets from an integration or imported them using a csv file you may not have an item linked to your asset. If this is the case you will need to complete some additional configuration to be able to return your assets to stock.&nbsp;</p><p><br></p><p>Head to configuration &gt; items and stock control, enable &#39;Allow Assets without stock records to be returned to stock&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlNDRlNTNlLTYwOTktNDgzZC04NThjLTUwZTRmNWE3NzgxMSJ9.OfxG_5nFvcs-jeFa5QSC-KnUL1nZ2GNUwJyPs_U1blk" class="fr-fic fr-fil fr-dib" width="726" style="width: 728px; height: 518.865px;" height="519"></p><p><strong><span style="font-size: 10pt;">Fig 14. Setting to allow assets without a linked item to be returned to stock&nbsp;</span></strong></p><p><br></p><p>Once this is enabled the action &#39;Return asset&#39; will be available against consigned assets that do not have a linked item.&nbsp;</p><p><br></p><p>Before using the action you will need to ensure there is only one item linked to the asset type of the asset you are returning to stock. This is because this will determine the item that the asset is returned into stock as. If there are multiple items linked to the same asset type, the asset will be liked to the item with the lowest system ID.&nbsp;</p><p><br></p><p>However, you can enable the setting &#39;Allow Product selection for Assets returned without stock records&#39; (configuration &gt; items and stock control) to allow you to choose which product assets are return to stock against. When using this option you can link many products to a single asset type, and choose which product the asset is returned against on an ad-hoc basis. Choice will be restricted to products that have this asset type as their &#39;Linked Asset Type for Serialized Assets&#39;.&nbsp;</p><p><br></p><p>When an asset without a linked item is returned to stock it will increase the stock quantity of the linked item as there is no stock yet recorded for the asset.&nbsp;</p><p><br></p><p>In the below example the item &#39;Laptop&#39; is linked to the asset type &#39;Laptop&#39;.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1MmFhY2QyLWE0MTYtNDc5NS04ODAzLTlmNDAzM2I0YzRlOSJ9.OXd7h7ZXzgqXk-ltn6ES4woPb3OjQn2R4LeB1GTWqZc" class="fr-fic fr-fil fr-dib" width="644" style="width: 646px; height: 306.687px;" height="307"></p><p><strong><span style="font-size: 10pt;">Fig 15. Field to link asset type to item &nbsp;</span></strong></p><p><br></p><p>If I return the asset in figure 16 to stock it will increase the stock quantity of the item &#39;Laptop&#39; as this asset has the asset type &#39;laptop&#39; and the item Laptop is linked to the laptop asset type.&nbsp;</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0ZDhhMmJkLTViOGMtNGFjNi04ZjcxLTY4YTE0ZWUxYWZiMyJ9.6Yv6LY1FWpcw_Z8MV3kwmkaj5MoQmSEAVPg0dR81Pnk" class="fr-fic fr-fil fr-dib" width="657" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 16. Asset to be returned to stock</span></strong></p><p><br></p><p>Once this asset is returned to stock it will be available to consign.&nbsp;</p><p><br></p><p><br></p><p><br></p>

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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><p><strong>In this guide we will cover:</strong></p><p><strong>- Customer records</strong></p><p><strong>- Creating a New Customer</strong></p><p><strong>- Importing Customers</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Customer Records</span></strong></p><p>This screen provides an overview of your customer records. Customers are the organisations/companies that you support and maintain services for. From here you can search your existing customer records or create new ones. You can also see the Top Levels the Customers are housed under and also a snapshot of each customers Open Tickets.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwNWQ0MGYxLTY1NWUtNDA2NS1hOWFiLTYyYTRlODlhMjk2YiJ9.2DRyv_-mUM4jEWriQjZx6vD4X3QBrKntC5cVmwJxXM4" class="fr-fic fr-fil fr-dib" width="1280" height="235"></p><p><strong><span style="font-size: 10pt;">Fig 1. The Customers Area</span></strong></p><p><br></p><p>It should be noted that you can search on the address when searching for clients/sites.&nbsp;</p><p>Clicking into an existing customer record will take you to the screen below.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5MjQyNjEwLTNjMDUtNDVjMC1hZWY2LWNiMDE4N2FmZDQ1ZSJ9.iv1LFu0xigOXzXxhZlRN0egsnhT3QTKoArgj79T89qA" class="fr-fic fr-fil fr-dib" width="991" height="604"><br></p><p><strong><span style="font-size: 10pt;">Fig 2. Customer Record</span></strong></p><p><br></p><p>There are multiple tabs which all hold different information relating to the customer in question:</p><ul><li>The <em><strong>Details&nbsp;</strong></em>tab delineates all the key information for that particular customer, for example their active status.&nbsp;</li><li>The <em><strong>Sites &amp; Users</strong></em> tab will show you a list of all of the customer&#39;s sites. Clicking through to one of these sites will show you all the users under that site.</li><li>The <em><strong>CRM Notes</strong></em> tab will show you any notes held against that customer.</li><li>The <strong><em>Overview</em>&nbsp;</strong>tab will show the number of open tickets against the client in question.</li><li>The <em><strong>Tickets</strong>&nbsp;</em>tab shows a list of all tickets. This can be filtered down much like the tickets screen.</li><li>The <strong><em>Opportunities</em>&nbsp;</strong>tab is much like the tickets tab, however it only shows sales tickets.</li><li>The <em><strong>Assets&nbsp;</strong></em>tab displays a list of all assets linked to this customer.</li><li>The <strong><em>Activity</em>&nbsp;</strong>shows agent and end-user actions on tickets.</li><li>The <strong><em>Contracts</em>&nbsp;</strong>displays any contracts you have against that customer.</li><li>The <strong><em>Invoices</em>&nbsp;</strong>tab displays any invoices against that customer.&nbsp;</li><li>The <strong><em>Documents</em>&nbsp;</strong>tab has drag and drop functionality which allows you to store documents against the customer.&nbsp;</li><li>The <strong><em>Settings</em>&nbsp;</strong>tab is where you can customise the behaviour of tickets, billing and emails for each individual client. These can be set en masse during an import or amended using one. Alternatively, clicking edit in the top left you can amend the settings for this particular client.&nbsp;</li></ul><p><strong><span style="font-size: 14pt;">Creating a New Customer</span></strong></p><p>You&#39;re able to create a new customer record by simply clicking the &#39;New&#39; button on the top right hand side on the Customers screen.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFkNjY4ZGNiLTZlNjctNDI0Mi1iMjcyLTY0Y2EwNTU1MmEyNiJ9.mPBSmYGGzh0AuhK9QOqglDVaoM49y86qV26EX_YXGQs" class="fr-fic fr-fil fr-dib" width="1072" style="width: 1072px; height: 138.934px;" height="138.934"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating a New Customer</span></strong></p><p><br></p><p>This will then take you to a blank customer record to fill in. Here you are asked to provide details of the main site, any associated notes, their timezone and a main contact for them.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NTVhYzQzLWI2NTctNDgyNC04MDA5LWZjM2Y3ZDc5MTNjOCJ9.ovPobyYkRwNqur-2qCa1VFHuxWvdHCf8eVyAw-iirKw" class="fr-fic fr-fil fr-dib" width="680" height="769"></p><p><strong><span style="font-size: 10pt;">Fig 4. New Customer Creation Screen</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Importing Customers</span></strong></p><p>You can import customers into Halo by importing them via CSV, various integrations including Xero, QuickBooks and Microsoft CSP, and various migrations including ConnectWise, Autotask and ServiceNow. See below for details on how to import via CSV or see the relevant integration or migration areas of HaloPSA. Checkout this guide on <a href="https://usehalo.com/halopsa/guides/866" rel="noopener noreferrer" target="_blank">importing data into Halo</a>.</p><p><br></p><p>To migrate from other tools (Autotask, Servicenow, Freshdesk) head to Configuration &gt; Migrations</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YzYyYzM4LTk2NDQtNDQ5OS05MjU5LWUwOWZiYzYzMmMxZSJ9.-HyN8lk7bAdy_3tyazbz6hcXvSGbn4ABVvZY71M3gwM" class="fr-fic fr-fil fr-dib" width="591" height="273"></p><p><strong><span style="font-size: 10pt;">Fig 5. Migrating Data</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhZjg5NDNjLWRhN2UtNDllNS04ZTQ3LTA2N2M1NGJlZjBhMSJ9.BNKM0g9QFvg9Gh_jFI3-g3hf1gGKJEmBK-w3kmoxqE4" class="fr-fic fr-fil fr-dib" width="1336" height="847"></p><p><strong><span style="font-size: 10pt;">Fig 6. Importing Client/Sites into HaloPSA</span></strong></p><p><br></p><p>From here you can import into HaloPSA by downloading the sample import templates and importing in our format.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2ZWIxYjFiLWY1MDQtNDgwZi05YWVhLWU0MDRmNTk5NWFhYiJ9.ToX94DsJBbCVKJQ17iAdLzeCZEIRXwedU8ojQQoYoe0" class="fr-fic fr-fil fr-dib" width="521" style="width: 521px; height: 199.511px;" height="199.511"></p><p><strong><span style="font-size: 10pt;">Fig 7. Import Spreadsheet Sample</span></strong></p><p><br>Client and Site must both be populated in this import spreadsheet for each line, even if there is only one site per customer, just populate it with the customer name or &quot;Main&quot; in order to get the data in if you don&#39;t wish to specify a different site location such as &quot;London&quot;.</p>

<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><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 id="isPasted"><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Connecting Exact Online</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>- Importing and Syncing Entities from Exact Online</strong></span></p><p><span style="font-size: 11pt;"><strong>- Connect Multiple Exact Companies</strong></span></p><p><span style="font-size: 11pt;"><strong>- Set Invoice numbers to be the same across Halo and Exact Online</strong></span></p><p><strong><span style="font-size: 11pt;">- Common Errors</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The Exact Online integration uses a one way sync to push data from Exact online into Halo, allowing you to import data for customers, items and invoices in Exact.</span></p><p><br></p></div><p><strong><span style="font-size: 14pt;">Connecting Exact Online</span></strong></p><p><span style="font-size: 11pt;">First, ensure you have the exact online module enabled, this is found under Configuration &gt; Integrations. Enabled by selecting the + icon on the module.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3ODJlMjUwLTViZGUtNDg3NC1iNzU3LTBlNmNhMmJkY2U5NCJ9.L24yvXZ7_RkMWgNx45HaiuelaCpuNcKKGISiv1_H210" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enable module</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Now head into your App Centre within Exact Online (you will need to be logged in). Select &#39;manage my apps&#39; and register a new app. Note that the person registering the app must have a partner role in Exact, otherwise they will not have appropriate permissions to create the application.</span></p><p><span style="font-size: 11pt;">&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMjc5ZDIxLTM5Y2QtNGRjMy04MWI3LWRkYzlkYzk4ZDEzNiJ9.RLt0I-LEbpGuzjq8eE6yOxef9quULpqpvaAhLGISjP8" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 2. App centre in Exact Online</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When registering a new app you will need to enter a name for the app, call this something sensible like &#39;Halo connection&#39;, you will also be prompted for a redirect URI. The redirect URI used will differ depending on the version of Halo you are using.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;">On versions prior to v2.200 the following redirect URI will need to be used:</span></p><ul><li><a data-fr-linked="true" href="https://joelydavid.psa.haloqa.co.uk" id="isPasted"><span style="font-size: 11pt; color: rgb(0, 0, 0);">https://</span></a><span style="font-size: 11pt; color: rgb(0, 0, 0);"><a href="//auth.halopsa.com/externalauth">auth.halopsa.com/externalauth</a>&nbsp;</span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">On versions v2.200+ you the following redirect URI will need to be used:</span></p><ul><li id="isPasted"><a data-fr-linked="true" href="https://joelydavid.psa.haloqa.co.uk/authcallback"><span style="font-size: 11pt;">https://YOURHALODOMAIN/authcallback</span></a></li></ul><p><span style="font-size: 11pt;">But the exact redirect URI you need can be found on the setup page for the integration in Halo. To get the URI head back into Halo, open the Exact Online configuration &gt; Exact Online companies &gt; New. On this page you will see the redirect URI needed (see <strong>Fig 3</strong>).</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3MzQ2NTcyLTBmMWQtNGY0My1hNjc3LWE5NDg2N2UxZWZkZiJ9.qbckHuZC5IGPHtaNEZCX-xOEZCg8OpqRWVjdkaAEfV4" class="fr-fic fr-fil fr-dib" style="width: 1187px; height: 591.131px;" width="1185" height="591"></p><p><strong><span style="font-size: 10pt;">Fig 3. Redirect URI</span></strong></p><p><br></p><p id="isPasted"><strong><em><span style="font-size: 11pt;">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).</span></em></strong></p><p><br></p><p><span style="font-size: 11pt;">Copy and paste this into the app registration in Exact, this should look as shown in <strong>Fig 4</strong>.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNjZjMWM1LTMzNzUtNDY3YS04YmI4LTg5OWE3ODcwMGUzOCJ9.Wt13jMpzgJIwSw2sjaAIEjkJVRmArPpG32xPKLVkZdk" class="fr-fic fr-fil fr-dib" style="width: 415px;"></p><p><strong><span style="font-size: 10pt;">Fig 4. Exact Online app registration</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Hit register and you will be given a Client ID and secret. Copy and Paste these fields from Exact into Halo (see <strong>Fig 5 and 6</strong>). If you have multiple Exact companies you would like to connect make a note of this client ID and secret as you will need them later on.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1MjY3ZDgxLTdkZTUtNDkxNS05N2EyLTI5ZmJkNjFmYjI2MyJ9.BmUXq2nFt2quflTwyT58A-ptGaPYssarqvvU6wAaILI" class="fr-fic fr-fil fr-dib" style="width: 659px;"></p><p><strong><span style="font-size: 10pt;">Fig 5. App details in Exact</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkZDZkYWY4LTYxNGYtNGNkMi04NjVjLWQzNjJhMjMwOWIxOCJ9.dRqLLOwkkczuEHSRUlHWvvmLIL6LwEDodAque8ae9Xc" class="fr-fic fr-fil fr-dib" style="width: 1321px;"></p><p><strong><span style="font-size: 10pt;">Fig 6. App details in Halo</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now select your location and hit &#39;Connect Now&#39;.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><em><strong>Note: You can only use the generated client ID and secret for one Halo instance, if you have multiple Halo instance you need to connect to Exact, you will need to register an additional app (one app registration per instance).&nbsp;<br></strong></em></span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Importing and Syncing Entities from Exact Online</span></strong></p><p><span style="font-size: 11pt;">Now you are connected the other tabs of the integration configuration page in Halo will be available.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Under the &#39;Company&#39; tab choose which Exact company you would like to import and sync details from.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 12pt;">Tax Rates<br></span></strong></p><p><span style="font-size: 11pt;">Under the &#39;Tax Rates&#39; tab you can import the tax rates you have in Exact online. This will create each tax rate in your Halo, under Configuration &gt; Billing &gt; Tax &gt; Tax Rates. When importing a tax rate for the first time, Halo Service Desk will check to see if a tax rate already exists with the same name or the same Exact Online code. If found, the existing tax rate will be updated. It is important to note importing tax rates from Exact Online will remove any tax rates not in use by an Exact Online Company from Halo Service Desk. If you create any new tax rates in your Halo, these will need to be mapped to a tax rate from Exact Online in order to sync over.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To map an existing tax rate to one in Exact edit the tax rate settings and choose the Exact company and the associated tax rate. Once set, if this tax rate is used and the invoice synced to Exact the tax settings from the Exact tax rate will be used.</span></p><p><span style="font-size: 11pt;">&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxYzg4OTZmLWJkOTYtNDk5Ni1hMTUwLTkyZDNmMGNmNDQ1MCJ9.jJtDYpF_kW3BlD2guaK5v_P8Nmu_-uX8S_uJyr5FyCQ" class="fr-fic fr-fil fr-dib" style="width: 804px;"></p><p><strong><span style="font-size: 10pt;">Fig 7. Mapping Halo tax rate to Exact tax rate</span></strong></p><p data-pasted="true"><br></p><p><span style="font-size: 11pt;">You can import tax rates from Exact automatically on a daily basis, this will update any existing rates and create new rates. This is enabled using the setting &quot;Import tax rates daily&quot; under the &quot;Tax Rates&quot; tab. When enabled, the latest tax rates will be automatically imported during the daily task scheduler run. This helps to keep your tax rates up to date without having to re-import manually.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Account codes</strong></span></p><p><span style="font-size: 11pt;">Under the &#39;Accounts&#39; tab you can import your accounts codes from Exact. When importing an account for the first time, Halo will check to see if an account already exists with the same name or code. If found, the existing account will be updated. Once imported you can set these to be the default accounts for income and expense accounts on product groups.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Customers</strong></span></p><p><span style="font-size: 11pt;">Under the &#39;Customers&#39; tab you can import and/or map customers from Exact. If your customers already exist in Halo, you will need to complete the mapping table to map the Exact customer to the Halo customer. To do this, edit the page, select &#39;add&#39; on the table, choose the Exact customer and Halo customer to map together.&nbsp;</span></p><p><span style="font-size: 11pt;">&nbsp;</span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NWNlZTY0LTEzMmUtNGM5Yy1iNTAxLWVjNDkzNDZjNTU2ZCJ9.xaXdXibKJuUmEIIQFLG9xQIEWHaKKMxna-HD1pVAIy4" class="fr-fic fr-fil fr-dib" style="width: 584px;"></p><p><strong><span style="font-size: 10pt;">Fig 8. Customer mapping</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When importing customers from Exact Halo will check to see if a customer already exists with the same name&nbsp;</span><span style="color: rgb(0, 0, 0); font-size: 11pt;">or accounts code, if a match is found this existing customer will be updated rather than a new one created. It is advised to complete the mappings table even if your customers have matching names/account codes as they must be identical to match and completing the mappings prevents any potential mis-matches.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="color: rgb(0, 0, 0); font-size: 11pt;">You can also choose a top level for these customers to be under, using the &#39;Top level for customers&#39; setting.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="color: rgb(0, 0, 0); font-size: 11pt;">Once the mappings are complete you can import your customers, when importing a preview screen will appear, showing all your customers in Exact. Ensure they are all selected and hit &#39;start&#39;. Note that if a customer is imported without a mapping, and they do not have a name/accounts code that matches an existing customer, then a new customer will be created in Halo and the mapping will be automatically added to the table.</span></p><p><span style="color: rgb(0, 0, 0); font-size: 11pt;">&nbsp;</span></p><p><span style="color: rgb(0, 0, 0);"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlOGFiNDY4LTRlNTAtNDg2MS1iNjhhLWViNGY3OGY3YzMwOSJ9.1wir4CFX-3isrU7sw1xGJDZtygaD7ozYQxBZ9-igT70" class="fr-fic fr-fil fr-dib" style="width: 1061px;"></span></p><p><strong><span style="font-size: 10pt;">Fig 9. Customer Import</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If customers are created from the import, a new site for the customer will be created using the address in Exact as the site address. If mapping an Exact customer to a Halo customer then the Halo site&rsquo;s main address will be replaced with the customer&rsquo;s address from Exact online. If the address of the main site in Halo is different to the customer address in Exact, you will need to create a new site under this customer in Halo and set this as the main site for the customer. This site will then take the address of the Exact customer. This is because the main site of the customer will always populate with the Exact customer address, so you need the current main site to have a different address to the Exact customer address, the main site will need to be replaced with a site that can have the Exact customer address.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you have a customer that exists in Halo, but does not yet exist in Exact you can create them in Exact from Halo. To do this open up the customer profile in Halo, go to the billing tab set the &#39;Exact Online company&#39; field. You will also need to set the &#39;customer ID for accounting integration&#39; field, this needs to be a unique numerical value for the customer. The customer will be created in Exact upon saving.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFlODQ0NGYxLTUxODUtNGFkYi1hM2I5LTBiOThlMDRmMmY5NSJ9.CGAFKhc0cA7jNH3KzwlDNrgs0LPKIwWV_CE6Gog0Fwc" class="fr-fic fr-fil fr-dib" style="width: 1087px;"></p><p><strong><span style="font-size: 10pt;">Fig 10. Exact Online company against customer</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Produc</strong><strong>ts&nbsp;</strong></span></p><p><span style="font-size: 11pt;">Under the &#39;Products&#39; tab you can import items from Exact and map the item group to a product group in Halo. To create the item group mappings, edit the page and add a mapping to the table. When creating the mapping select an item group from Exact and the corresponding product group in Halo. This will ensure that when importing items from Exact they are imported under the selected product group in Halo.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0ZDU3MTRjLTk3ZDEtNDZhZS05Mzc1LTEwOGViOTNjZDkwMCJ9.e27CLJMF2JXb5uPUIKbpDieC7GX6mBgPxCVaIXjq_6U" class="fr-fic fr-fil fr-dib" style="width: 639px;"></p><p><strong><span style="font-size: 10pt;">Fig 11. Product group mappings</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You will also need to set a default product group for imported items. Any imported items that have an item group that is not mapped to a Halo product group, will be created under this default product group.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwZTEyNDFkLWY5NDEtNGQzNC1hMjFlLWM4ZjRlYzNhZjQ2NyJ9.7EdtDnUV6UA4kng5rqg-XZmWrf1F-VF0q6G5T8tJcss" class="fr-fic fr-fil fr-dib" style="width: 1140px;"></p><p><strong><span style="font-size: 10pt;">Fig 12. Default product group field</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you have completed your mappings you can hit &#39;Import products&#39; this will bring up an import preview screen. Ensure all your products are selected and hit &#39;start&#39;.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Products imported from Exact will automatically be assigned to the Exact online company they were imported from. If the item in Exact has a revenue (income) and costs (expense) account set against it, this will automatically populate the income and expense account on the product in Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If you have a product that exists in Halo, but does not yet exist in Exact you can create them in Exact from Halo. To do this head to Products &gt; select the product &gt; billing tab, in here you need to set the &#39;Exact Online&#39; company and the &#39;product ID for accounting integration&#39;. &nbsp;The product ID must be unique otherwise it will not sync correctly, you can make use of the &#39;generate&#39; button here. This will check the existing product IDs in the system and generate a unique one for you. Once save the product will create in Exact.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjZGM0YmJlLTFiMGMtNDYyZi04MGI3LTVmZmI2MDdjMWQ2ZiJ9.N1ADCrTINlb24rK2pPFayt3yIHgBJet5L6LhZizn49c" class="fr-fic fr-fil fr-dib" style="width: 645px;"></span></p><p><strong><span style="font-size: 10pt;">Fig 13. Product fields required for Exact sync</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Entities to sync</strong></span></p><p><span style="font-size: 11pt;">Under the &#39;Syncing to Exact Online&#39; tab, you can set which entities you would like to sync. You can choose from customers, products and invoices.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjN2E0ZWRkLWZhY2UtNDc4Mi1hNjI1LTVjMTQzYzA3NTM0NiJ9.2ntEvcEShlqIrU9MDXks61DDSHvGDykhgQ5CQFiBvxw" class="fr-fic fr-fil fr-dib" style="width: 1011px;"></p><p><strong><span style="font-size: 10pt;">Fig 14. Syncing to Exact Online tab</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">You can also enable messages for each successful sync, this is useful to confirm the sync has taken place.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Outbound requests</strong></span></p><p><span style="font-size: 11pt;">The &#39;Outbound&#39; requests tab allows you to see all the outgoing requests to from halo to Exact Online. A sync will take place each time a customer/product/invoice is created or edited in Halo.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once this setup is complete, save the page. Head back to Configuration &gt; Integrations &gt; Exact Online, and set the &#39;Settings&#39; for the integration. You can set the default tenant and invoice status here.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5MGU1ZjMzLThkODItNGNlOS05MzQyLTcwOTU2ZjRjYzA4NSJ9.lFofqG26zfmkqzfyMJezNrSNzTtOX_lVwmOtLth-sEs" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 436.199px;" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 15. Additional Settings</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Default tenant for new customers, products and suppliers:</strong> Here, enter the Exact tenant that these entities will be created in by default. This ensures any new customers/products/suppliers that are created in Halo are assigned to this Exact Online company, but this can still be changed to another company manually on the customers/products/suppliers.&nbsp;</span></p><p id="isPasted"><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Default status for new Invoices:</strong> Here, you can choose the status that invoices will be created with in Exact when synced from Halo into Exact. This is used to control if invoices are automatically processed when synced to Exact or not.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Connect Multiple Exact Companies</span></strong></p><p><span style="font-size: 11pt;">If you have multiple companies within your Exact online account that you would like to sync you will need to head to Configuration &gt; Integrations &gt; Exact Online &gt; Exact Online companies &gt; New, and create a new company connection.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyZDkwMWM1LTQ1MWItNDZkYi1iODBlLTZkMTE2ZjIyMDkzNCJ9.DuhyB01nab1he8e1c3-jjKgDwiavxxkny5OPoPz7sbc" class="fr-fic fr-fil fr-dib" style="width: 1317px;"></p><p><strong><span style="font-size: 10pt;">Fig 16. New Exact Online Connection</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once you have opened a new connection you can connect to your Exact account using the client ID and secret generated earlier. Once connected, ensure you select the different company you would like to sync with (in the &quot;Company&quot; tab) then repeat the previous steps in this guide to complete the setup for this company. This process is repeated for each company you have in Exact, just ensure for each connection you are selecting the correct Exact company.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Set Invoice numbers to be the same across Halo and Exact</span></strong></p><p><span style="font-size: 11pt;">For Invoice Numbers to be set correctly (so the invoice has the same number in Halo and Exact) you must select the below the &quot;Assign - Invoice Number&quot; option in Exact Online to &quot;Entry&quot;.&nbsp;</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5YzczY2MwLThkMDAtNGIwNC1iYjUwLTYzZGFjYTczM2I1ZSJ9.4t53rYGBgjhhhvlG6zla4BinyGBkdqA6efm4Hzi-wa8" class="fr-fic fr-fil fr-dib" width="949" style="width: 951px; height: 322.817px;" height="323"></p><p><strong>Fig 17. Assign- Invoice Number option in Exact</strong></p><p><br></p><p><span style="font-size: 11pt;">The Halo to Exact connection is 1-1 so only one Halo entity can be linked to one exact entity (one Halo customer to one Exact customer for example). If a Halo customer is linked to multiple exact customers in different companies the Halo customer will be updated with data from these Exact customers in sequence so only the data from the Exact customer that was last synced will remain on the Halo customer. For this reason ensure mappings have a 1-1 relationship.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Common Errors</span></strong></p><table style="width: 100%;" class="grid"><tbody><tr><td style="width: 50.0000%;"><strong><span style="font-size: 12pt;">Resolution</span></strong></td><td style="width: 50.0000%;"><strong><span style="font-size: 12pt;">Error Message<br></span></strong></td></tr><tr><td style="width: 50.0000%;"><p id="isPasted"><span style="font-size: 11pt;">This indicates the item on the invoice cannot be synced to Exact. Check item has the Exact company set and has a product ID. Also check the product ID against the product is unique.</span></p><span style="font-size: 12pt;"><strong><br></strong></span></td><td style="width: 50.0000%;"><span style="font-size: 12pt;"><strong><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRjMDZiODdjLTRmOTItNDYxOS1hNDE5LTMyMjhiODg2MjUyOCJ9.7kpx15BHW-ERPU7BNIegTG1BXGQV2OcHpdHZE3_pUxc" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important; width: 836px;" id="isPasted" class="fr-fil fr-dib"><br><br></strong></span></td></tr><tr><td><span style="font-size: 11pt;">This indicates the authorisation token for the integration has expired. This can be resolved by disconnecting and reconnecting to Exact on the Integration details page in Halo.&nbsp;<br></span></td><td><span style="font-size: 12pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyZTc2NWY4LTk0NWYtNDQ0Mi05Y2ViLTE2MWJlZTUwODU3MSJ9.-ZDXs0EMImdbWruPxTjnk7oCoM1Qpau_Gl10FhIiT40" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 839px; max-width: none !important;" id="isPasted" class="fr-fil fr-dib"></strong></span></td></tr></tbody></table><p><span style="font-size: 12pt;"><strong><br></strong></span></p></div></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><style> p { margin: 0; } span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px; } blockquote blockquote { border-color: #00bcd4; color: #00bcd4; } blockquote blockquote blockquote { border-color: #43a047; color: #43a047; } table.grid { border-collapse: collapse; } table.grid td, table.grid th { border: 1px solid #ddd; } .fr-fic.fr-dib { display: block; margin: 5px auto; } .fr-fic.fr-dib.fr-fir { text-align: right; margin: 5px 0 5px auto; } .fr-fic.fr-dib.fr-fil { text-align: left; margin: 5px auto 5px 0; } .fr-fic.fr-dii { float: none; margin: 5px auto; } .fr-fic.fr-dii.fr-fil { float: left; margin: 5px auto; } .fr-fic.fr-dii.fr-fir { float: right; margin: 5px auto; } img.fr-dib.fr-fir { margin-right: 0; text-align: right; } img.fr-dib.fr-fil { margin-left: 0; text-align: left; } img.fr-dib { margin: 5px auto; display: block; float: none; } img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC; } img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc; } img.fr-rounded { border-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; Notifications &gt; Notifications</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><a href="https://usehalo.com/haloitsm/guides/891/" rel="noopener noreferrer" target="_blank"><strong>Notifications</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; } </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;">Setup</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: 15.1326%; 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: 51.5341%; 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">Description</td><td style="width: 15.1326%;">Free Text</td><td style="width: 51.5341%; text-align: left;">The text entered here will be used as a description to identify this Notification elsewhere throughout the system.</td></tr><tr><td style="width: 33.3333%;" id="">Notification Type</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">The choice made here will dictate who receives this notification, and different fields will appear below to configure this.</td></tr><tr><td style="width: 33.3333%;" id="">Access Restriction<br></td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">When &quot;Agent Notification&quot; is selected as the Notification Type, the selection can be made to restrict this notification&#39;s availability to Teams, Departments, or any Agents at all. The appropriate selection can then be made for those who are permitted.</td></tr><tr><td style="width: 33.3333%;" id="">Agent</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">When &quot;Agent Notification (Single Agent)&quot; is selected as the Notification Type, the selection can be made here as to which Agent this is.</td></tr><tr><td style="width: 33.3333%;" id="">End-User</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">When &quot;End-User Notification&quot; is selected as the Notification Type, then the End-User in question can be selected here. End-user roles can be selected for the people to notify, when the genric end-user notification (not the single user option) is selected. After setting up the notification with a user role attached, you can turn off/ modify the notification from the user role in configuration &gt; User Roles &gt; *Click into the user role with the notification attached to it and there will be a table in the notifications tab*.<br></td></tr><tr><td style="width: 33.3333%;" id="">Recipients</td><td style="width: 15.1326%;">Free Text</td><td style="width: 51.5341%; text-align: left;">When &quot;Fixed Email Notification&quot; is selected as the Notification Type, the email addresses listed here (separated by commas) will be sent this notification.</td></tr><tr><td style="width: 33.3333%;" id="">Filter on Site Contact Type</td><td style="width: 15.1326%;">Checkbox</td><td style="width: 51.5341%; text-align: left;">When &quot;Send to Site Contact&quot; is selected as the Notification Type, then this will allow for a filter to be applied for the Site Contact type that will be included. When checked, a single select box will appear for choosing this contact type.</td></tr><tr><td style="width: 33.3333%;" id="delivery_method">Delivery Method</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">This will allow the choice of how this Notification is sent, options include Email, SMS, and in-app popups.</td></tr><tr><td style="width: 33.3333%;">Send a push notification (Halo iOS/Android App)<br></td><td style="width: 15.1326%;">Checkbox</td><td style="width: 51.5341%; text-align: left;">This option will allow for a Push Notification to be sent to the recipient&#39;s phone via the Halo iOS / Android application. If you are using NHServer to process your mail (only On-Prem customers will be able to use NHServer), you will need to ensure you are on the correct version for this to work.&nbsp;</td></tr><tr><td style="width: 33.3333%;" id="eventno">Event</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">The selection made here will determine what type of event will trigger this Notification to fire. The event must also match the following provided criteria in order to fire.</td></tr><tr><td style="width: 33.3333%;" id="">All of the following criteria must be matched for this notification to be sent<br></td><td style="width: 15.1326%;">List</td><td style="width: 51.5341%; text-align: left;">The criteria stated here must be matched when the above selected event occurs for this Notification to fire. These can be based on a variety of Ticket and User fields.</td></tr><tr><td style="width: 33.3333%;">Template for Email/SMS</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;">Sets the Email Template used for Email or SMS notifications.</td></tr><tr><td style="width: 33.3333%;" id="acknowledge_type">Acknowledgement Type</td><td style="width: 15.1326%;">Single Select</td><td style="width: 51.5341%; text-align: left;"><strong>(Shows when Twilio for SMS is enabled and &quot;Default Delivery Method&quot; is &quot;Phone Call&quot;)</strong> Sets whether an input can be set after the call message is read out.</td></tr><tr><td style="width: 33.3333%;" id="acknowledge_complete">Input received message</td><td style="width: 15.1326%;">Text</td><td style="width: 51.5341%; text-align: left;"><strong>(Shows when Twilio for SMS is enabled, &quot;Default Delivery Method&quot; is &quot;Phone Call&quot;, and &quot;Acknowledgement Type&quot; is enabled)</strong> Sets the message that will be read out on call if an input is given.<br></td></tr><tr><td style="width: 33.3333%;">No input message</td><td style="width: 15.1326%;">Text</td><td style="width: 51.5341%; text-align: left;" id="acknowledge_empty"><strong>(Shows when Twilio for SMS is enabled, &quot;Default Delivery Method&quot; is &quot;Phone Call&quot;, &nbsp;and &quot;Acknowledgement Type&quot; is enabled)</strong> Sets the message that will be read out on call if no input is given.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Agents</span></strong></p><p>Once created, the Notification will list any of its subscribed Agents here, detailing whether or not this has been inherited via a Role, and if so, which one.</p><p><br></p><p><strong><span style="font-size: 14pt;">Roles</span></strong></p><p>Once created, the Notification will list any Roles which have this set as a subscription. Agents or Users with those Roles will be automatically subscribed to this notification.</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;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>-&nbsp;</strong><strong>Enabling Timesheets and Timesheet Approvals</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding a Manager to Approve</strong></span></p><p><span style="font-size: 11pt;"><strong>- Approval/Rejection</strong></span></p><p><span style="font-size: 11pt;"><strong>- Approve For The Week</strong></span></p><p><span style="font-size: 11pt;"><strong>- Rejection Emails</strong></span></p><p><span style="font-size: 11pt;"><strong>- Holidays</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Admin Guides:</strong></span></p><ul><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1831/" rel="noopener noreferrer" target="_blank"><strong>Time Management</strong></a></li><li style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1790/" rel="noopener noreferrer" target="_blank">Holiday Management</a></strong></li><li style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/1789/" rel="noopener noreferrer" target="_blank">Workdays</a></strong></li><li style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1803/" rel="noopener noreferrer" target="_blank"><strong>Email Templates</strong></a></li></ul><p><br></p><p id="isPasted"><span style="font-size: 11pt;">This guide details how to configure timesheet approvals and their use. It also details how you can implement holidays onto timesheets and their functionality.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Enabling Timesheets and Timesheet Approvals</strong></span></p><p><span style="font-size: 11pt;">In order to enable timesheet approvals, the following setting can be checked in Configuration &gt; Time Management.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMjM4ZGE0LWIyMjAtNGYwYS05ZTNhLTk1MGE2NDI3YTFmOSJ9.tl7Ys0aYDh3CN7tIWqwbsnsPw_k6l--aDgpc2tgaWwU" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 195.717px;" height="196"></strong></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Enabling Timesheets for Agents</strong></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.eyJpZCI6ImU2M2JlYWQ5LWVmMTMtNGVkOC1iZDU1LThiNGU4ZTE2MDJiZCJ9.oKh7P5y2K6Ym77rtvJdAgcdBi69RTU9RzU0Kybe3jKg" class="fr-fic fr-fil fr-dib" width="286" height="53"></span><span style="font-size: 10pt;"><strong>Fig 2. Timesheet approvals checkbox</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">There are additional settings that can be added for business best practice if timesheet approvals are in use:</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.eyJpZCI6ImFhNDViMDk3LWEzNGUtNDk3Mi1hYzZjLTkyYjQxOTlkY2VlZiJ9.KS38VKZf_LGb6WyEc-yhbxirE4YuwDKWdzA6GeW4aGQ" class="fr-fic fr-fil fr-dib" width="426" height="166"></span><span style="font-size: 10pt;"><strong>Fig 3. Timesheet approval additional options (Only visible to turn on if &quot;Enable Timesheet Approvals&quot; is checked)</strong>&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Adding a Manager to Approve</strong></span></p><p><span style="font-size: 11pt;">If an agent has submitted their timesheet, they will have to get the approval from their manager (named timesheet manager in some versions), which can be configured under each agent in Configuration &gt; Teams &amp; Agents &gt; Agents &gt; Details tab:</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.eyJpZCI6IjJhZTAzZGQxLWRhODgtNDg4Yy04MmUyLTk5YWQ5NTAzMTk4NiJ9.YxgenKoo5XSDM-vjREsrdnGbm9q3Cs7jsBa7UdPY7NM" class="fr-fic fr-fil fr-dib" width="978" style="width: 980px; height: 470.248px;" height="470"></span><span style="font-size: 10pt;"><strong>Fig 4. Adding a manager/timesheet manager to an agent, to allow for timesheet approvals</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Within Configuration &gt; Teams &amp; Agents &gt; Agents, you can now set the Manager to be the *Determined from Default Team* option, this will mean the timesheet manager set at the default team of the agent, will also be their timesheet manager.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can see the default team of an agent against their agent profile, seen in <strong>Fig 5</strong>.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5N2I3ODBhLTY0MmEtNDg4NC05NjYxLWY3YTM0ODE2NDhhNiJ9.COrGMzGGZEoJLACs0U-ek8mY-6rxOO1wkizS2Owt2R8" class="fr-fic fr-fil fr-dib" width="444" height="784"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Manager and Default Team Options at Agent Level (Configuration &gt; Teams &amp; Agents &gt; Agents)</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To set the approver for the team head to Configuration &gt; Teams &amp; Agents &gt; Teams &gt; select a team &gt; Defaults tab, here set &#39;Timesheet Approver&#39;. Then the timesheet approver set at that team level will be able to approve timesheets for any agents who have this team as their default team and who have the manager on their agent profile set to be *Determined by Default Team*.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For agents that do not require their timesheets to be approved they can set themselves as their timesheet approver. To do this they will need to have their manager set to be *Determined by default Team* then this agent will need to be set as the &#39;timesheet manager&#39; for their default team.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once set the agent will still need to submit their timesheets but they will have the option to immediately &#39;approve&#39;/&#39;reject&#39; the timesheet after submitting.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This submission can then be sent by an agent via the timesheet module, they can click on the &quot;Submit&quot; button which is attached to all days on the timesheets. The agent will have the option to &#39;Revert Submit&#39; against the timesheet once they have submitted it. This will cancel and re-start the approval, allowing the agent to make any changes needed to the timesheet before submitting it again. Once the timesheet has been approved the agent will no longer be able to retract their submission.&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5MmY1YTRkLTVlYzEtNDMzZi1iZmJkLTc3NzViODgyOTUwYSJ9.C16qDQY9sKLbgmZCBYWwvScOQRzNSU3AU6cEuSwzWSs" class="fr-fic fr-fil fr-dib" width="972" style="width: 974px; height: 392.183px;" height="392"></span><span style="font-size: 10pt;"><strong>Fig 6. Submission Buttons on Agents Timesheets</strong>&nbsp;</span></p><p><br></p><p><span style="font-size: 11pt;" data-pasted="true">Tmesheets can also be submitted from the side pane.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZmZTg3ZGVjLWY1NzktNGJhOC1iMWFjLTgwMWQ5NGJjYTA2YyJ9.OPVbNPA07AWwJmq2l3PPXjsFyBrm6O9JzNYp9Emh8RM" class="fr-fic fr-fil fr-dib" width="348" height="559"></p><p><span style="font-size: 10pt;" data-pasted="true"><strong>Fig 7. Submission Button on the side pane</strong></span></p><p><br></p><p><span style="font-size: 11pt;">If you would like to prevent agents from adding new or editing time entries once they have been submitted for approval, adjust the setting &#39;Behaviour when time as added to a period that is already submitted&#39; found under Configuration &gt; Time management. Adjust this to &#39;Do not allow time entry and show a warning&#39;.</span></p><p><span style="font-size: 11pt;">&nbsp;</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4OTVjNjgyLTIwNTEtNDhmYy04NGI5LTlkZjIyN2ZkMTQ1ZCJ9.P8SrOeW0Arl1H6bB26c6K5fyGQG5fCTW-W4Cq62c2RE" class="fr-fic fr-fil fr-dib" width="934" style="width: 936px; height: 617.457px;" height="617"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 8. Behaviour when time as added to a period that is already submitted</strong></p></span><p><br></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Approval/Rejection</strong></span></p><p><span style="font-size: 11pt;">The manager of the agent can approve or reject the timesheet that has been submitted by heading into their &#39;Timesheets&#39; module. They will be able to see the timesheets of each agent they have access to approving. They can approve the timesheet for each day by using the &#39;approve&#39; button.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5MThlZTIzLTJjODEtNDM5Ni1iMGNjLWFiZDJkNDI1YTI2MiJ9.zAgIc1anu6Y3-JIuK9zEzHQseLOUWUzQZptnWrIqliw" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 224.154px;" height="224"></span><span style="font-size: 10pt;"><strong>Fig 9. Approve/Reject buttons on the timesheet of the agent</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If the approver requires further information in regards to the time entry they can select the day&#39;s timesheet, this will show each action the agent has logged that day. Each action can then be selected to show the action details, this will include information such as the action time spent on the action, the billable time for the action, the related contract, charge type used. This is useful if an approver spots an anomaly in the time entries as they can open the related action and see all the details for that action, as well as the related ticket. &nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Referring back to <strong>Fig 3</strong>. If the first setting is on, it will mean that when an agent adds an action to their timesheet then submits, they wont be able to edit the actions on the timesheet they created before the submit, after hitting the submit button (<strong>Fig 6/7</strong>), however, if they create actions on that day after hitting submit, those actions will be editable. Similar to this, the second option on <strong>Fig 3</strong> can be used in order to stop actions being invoiceable until the timesheet has been approved. In order for the approval to make the action invoiceable, the charge rate override on the ticket type cannot be set to &quot;No Charge&quot;, it can be set to &quot;Not Set&quot;. To get an approval to allow you to invoice the actions, the ticket must be closed and the action logged must have a charge rate on it, this will place the ticket in ready for invoicing.</span></p><p><br></p><p><span style="font-size: 11pt;">Say the agent has submitted the timesheet for approval and the ticket type has a charge type that is billable. then the invoice wont come through until the timesheet has been approved.</span></p><p><br></p><p><span style="font-size: 11pt;">The manager will also have the option to &#39;Revert approval&#39; for the timesheet after they have approved it. This will re-start the approval process and require the agent to re-submit this timesheet. The agent will be notified of this if incomplete timesheet notifications are in use.&nbsp;</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Approve for the Week</strong></span></p><p><span style="font-size: 11pt;">Another option is to use the Approval button for the entire week, this can be used if the Manager wants to approve all the timesheets of the agent. This is visible if the agent clicks on even one submit button on one of the days that week:</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNWY2ZGMyLTQ2NDYtNDMwYS1iNGVjLTgyNDkyMTM3ODJiYiJ9.q-t6_MGWWZQlwRyc59Qxx_GztRl0ckrFIUbzWk9rGJE" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 115.898px;" height="116"></span><span style="font-size: 10pt;"><strong>Fig 10. Approve button on the Total Tile</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If the manager then clicks on the &quot;Approve&quot; button of the &quot;Total&quot; tile, then an approval will be completed for each day that week.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2YjZiNjlkLWJiMDMtNGFiMC1iYjc2LTk2YjJlODFlMGI5YyJ9.CusWGDlhLm6M7v5vFdahtrFhBl46BUi8y0zrTRchrgM" class="fr-fic fr-fil fr-dib" width="982" style="width: 984px; height: 142.521px;" height="143"></span><span style="font-size: 10pt;"><strong>Fig 11. The result of the manager hitting the approve button on the Total Tile. Any days that didn&#39;t have approvals submitted will also be automatically approved</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Also if an agent clicks the submit button on the &quot;Total&quot; tile, then the manager will be able to see approval/reject buttons for all tiles that week.</span></p><p><br></p><p><span style="font-size: 11pt;">You can configure to send rejection emails, which have an email template attached to them</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3ZGFmMmQxLTc0OTEtNGIxMy1hMGEzLTEwMTY2NzlhZGIzYSJ9.AyQ9B4g9hSu47GMJztG-PvPJ6tj0iMHHnb_IwHinr-E" class="fr-fic fr-fil fr-dib" width="262" style="width: 264px; height: 34.4348px;" height="34"></span><span style="font-size: 10pt;"><strong>Fig 12. Option to send a rejection email if timesheet approval is rejected&nbsp;</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5MWI5M2QyLWY1MmEtNGIzZi1hZTdlLThjNThhNzEzZWNiNSJ9.vmCrpRC2jbc74N_japsXrNw7BHJOsuTSGWIRPBiRlVw" class="fr-fic fr-fil fr-dib" width="974" style="width: 976px; height: 626.772px;" height="627"></strong></span><span style="font-size: 10pt;"><strong>Fig 13. The email template to edit for rejection emails sent when approvals are rejected</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The $TIMESHEETMESSAGE is whatever you put in the following memo box:</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYzYTFjMmYzLWNkYWQtNDdhNS1hMzEyLTVkZDEyZjUzZWQ3ZCJ9.zHoa-RRSfrhsiEFvYNQwydUwtSJj9xXsdric-pUMuuc" class="fr-fic fr-fil fr-dib" width="610" style="width: 610px; height: 332.248px;" height="332.248"></span><span style="font-size: 10pt;"><strong>Fig 14. The $TIMESHEETMESSAGE output</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This is how it will appear on the email:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlMjI1N2U3LTc5ZWMtNGRlOS05YzIzLWY2Y2IwMTU4OTA5ZCJ9.HSRR3DVK5rFhdTlJk-A_7ma0PzvYfYsW18VtD8g5IVA" class="fr-fic fr-fil fr-dib" width="916" height="268"></span><span style="font-size: 10pt;"><strong>Fig 15. The email received by the agent</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">If a timesheet has been rejected, the agent will see the following on the tile that was rejected:</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlNDM2ZGEwLTdlNDMtNGEzYS1hNDA5LTU2NTM5NmE1YWY5NiJ9.gjdY7-VsxB97CXz6c11kwWceI2mM2JIhVMZSIxwnuVk" class="fr-fic fr-fil fr-dib" width="221" height="306"></span><span style="font-size: 10pt;"><strong>Fig 16. What the agent will see if the manager has rejected their timesheet tile</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">They can re-submit again if it has been rejected previously.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Holidays</strong></span></p><p><span style="font-size: 11pt;">Timesheets are configured in a way that includes the holiday time taken by agents, based off of their work hours.</span></p><p><br></p><p><span style="font-size: 11pt;">If an agents hours (Configuration &gt; Teams &amp; Agents &gt; Agents &gt; *Details Tab*) for i.e. a Tuesday is 08:00 - 16:00 and they book a 4 hour holiday for that Tuesday between 13:30 - 17:30 the target hours taken off of their daily and weekly will only be 2 hours and 30 minutes, because the rest of the holiday taken is out with their working hours.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Work Hours can be configured in Configuration &gt; Teams &amp; Agents &gt; Workdays.</span></p><p><span style="font-size: 11pt;">Holidays are also configurable to need approval this can be configured in Configuration &gt; Teams &amp; Agents &gt; Holiday Management.</span></p><p><br></p><p><span style="font-size: 11pt;">Holidays can be added to timesheets the same way they show on calendars, this is achieved by ticking the following setting.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlYmQwNTYyLTY5NDAtNDllZi05YThjLWE0NDBiZDY4MDk5MCJ9.lZRziF2TFInqFOpQ3Oyov6OP5CwCOSJ3ZqjBoEsCCLg" class="fr-fic fr-fil fr-dib" width="241" style="width: 243px; height: 32.6174px;" height="33"></span></p><p><strong><span style="font-size: 10pt;">Fig 17. Adding Agents Holidays to Timesheets</span></strong></p></div></div>