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</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p id="isPasted"><strong><span style="font-size: 11pt;">- Notification Configuration</span></strong></p><p><span style="font-size: 11pt;"><strong>- Notification Types in Detail</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding Agents to an Agent Notification</strong></span></p><p><span style="font-size: 11pt;"><strong>- List of Notification Triggers</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting up a Personal Notification</strong></span></p><p><strong><span style="font-size: 11pt;">- Agent Level Settings</span></strong></p><p><strong><span style="font-size: 11pt;">- Access Control</span></strong></p><p><strong><span style="font-size: 11pt;">- Incomplete Timesheet Notifications</span></strong></p><p><strong><span style="font-size: 11pt;">- Notification Acknowledgements</span></strong></p><p><strong><span style="font-size: 11pt;">- Notifications on a Workflow Step</span></strong></p><p><strong><span style="font-size: 11pt;">- Do Not Disturb Mode</span></strong></p><p><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;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1848/" id="isPasted" target="_blank" rel="noopener noreferrer">Notifications</a></strong></li><li style="font-weight: bold; font-size: 11pt;"><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1847/" id="isPasted" target="_blank" rel="noopener noreferrer">General Settings</a><br></strong></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Notification Configuration</strong></span></p><p><span style="font-size: 11pt;">To begin creating notifications, head to Configuration > Notifications > *Click on the notifications module*. Once viewing the list of notifications, you can click on new in the top right hand corner. This will take you to the notification creation screen.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjY2ZkODY2LTNkZjItNDljZi04ODNmLWVjMTBjMWEyNWNjMiJ9.hHNrMImzXixq9ndUe-LRhHuGIP2-XdTFZktS8MdjQwQ" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 487.487px;" height="487"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. New notification.</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>Description:</strong> The name of the notification.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Enabled for Instances:</strong> If you have multiple Halo instances (a production instance and a UAT/Dev instance), here you can choose which instances the notification is enabled in. This allows you to sync changes between instances, without the risk of a synced notifications being triggered by a test environment. </span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Notification Type:</strong> The person, or entity receiving the notification, if "Agent Notification" is selected, this allows for multiple agents to be selected, it can also be set to a single agent type.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Access Restriction: </strong>Restrict which agents can access this notification. You can restrict by department or team, so if for example you wanted only the Human Resources team to be able to use this notification, you can restrict to that team. Now when an agent that is part of the human resources team goes to their preferences tab and looks to see what notifications they have, they will be able to checkbox on the restricted notification, no other agents outside of that team can add this notification to their list:</span></p><p><br></p><p><span style="font-size: 11pt;">For example, Jennifer from the HR team can add this notification named: "Restricted to HR" to her list, as it is restricted to the HR team, but no other teams agents can add it:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4NmE3NDEyLWI2ZjMtNGRkNy04Y2YzLTQzODBmOTM3ZDNhMSJ9.opGXSNAbxZLCMYcOLF6g6xcC0gMMhwYTJITMCcTB7Xk" width="573" style="width: 573px; height: 647.931px;" height="647.931" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Agent's notifications.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><strong><span style="font-size: 11pt;">Default Delivery Method: </span></strong><span style="font-size: 11pt;">This can be email, SMS, browser notification or popup notification in the portal. The pop up option will appear within the pane of the bell icon in the top right hand side of the portal. Phone Call (via Twilio for SMS) or Agent's 1st/2nd/3rd contact preference are also available. Contact preferences can be set on the Agent's profile > Preferences tab > Notifications dropdown.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Event: </strong>Define which event will cause the notification to trigger, i.e. the assigned to recipients team, which means agents assigned to the notification, will be notified when their team/ teams have a new ticket logged against them, this also applies if the agent with the notification is assigned a ticket. </span></p><p><span style="font-size: 11pt;">Unassigned for X Hours - Assigned to Recipients team can be set as an event to inform Agents when a ticket has been unassigned against their Team for a specified number of hours.</span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>Criteria Table: </strong>There can be certain criteria which needs to be met for an event to trigger. For example, notifications can be sent to agents, triggered by new tickets being logged to their team, but only when the ticket is of a certain ticket type, i.e. change request - 3rd Party. Now the only notification for new tickets logged, will be sent to agents, if the ticket type is of the following type.</span></p><p><span style="font-size: 11pt;"> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwMDYzYzE3LTc2MDQtNGM0MC05MjgyLTYyOWQwZjE2NjFlYiJ9.Kr3tcldymEKJcgxj3bGz2mOARbyv0AbFcO98P6Bhhy8" class="fr-fic fr-fil fr-dib" width="932" style="width: 932px; height: 409.395px;" height="409.395"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Event to trigger notification.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><span style="font-size: 14pt;"><strong>Notification Types in Detail</strong></span></p><p><span style="font-size: 11pt;">These are all of the types of notifications you can set globally as an administrator, these will trigger notifications by the configured method to the intended recipients.</span></p><p><br></p><strong><span style="font-size: 12pt;">Agent Notification</span></strong><p><span style="font-size: 11pt;">This will notify any agents who are subscribed to this notification. Agents can be added via the agents tab, or roles can be added which will then add all the agents attached to that role onto the notification, they will display in the agents tab with "Inherited from Role" displayed, and the notification rows for each agent will show in blue.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhYzllZGVhLWIwZWEtNGJlMC04MGE3LWRkNmFiMzJlMTBhOSJ9.2R8lCU7MD-bMNaKI9XUrT42jBceoGzvvM34vRZd9XKI" width="986" class="fr-fic fr-dii" style="width: 988px; height: 231.317px;" height="231"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Table to determine agents subscribed to the notification.</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;"><br></span></p><strong><span style="font-size: 12pt;">Agent Notification (Single Agent)</span></strong><p><span style="font-size: 11pt;">This will notify a fixed agent of an event. These are often personal notifications.<br></span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUwNjFmNGUwLWYyODMtNGJmMS04NzRjLTg3ZGZjMTFjYjEyMSJ9.TV6zE-GaIUD9pRCBWwZ_Kf_kME0QVQG_oiHwLKLapmY" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 81.4457px;" height="81"></p><p><strong>Fig 5. Notify a Fixed agent.</strong></p><span style="font-size: 11pt;"><br></span><p><strong><span style="font-size: 12pt;">Team Leader Notification</span></strong></p><p><span style="font-size: 11pt;">This will notify the Team Leader of any Team/Section within which a notification condition is set.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Team Notification</strong></span></p><p><span style="font-size: 11pt;">This will notify all Agents within a set Team.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Agents on Shift Notification</strong></span></p><p><span style="font-size: 11pt;">This will notify all Agents currently on a Shift. When this option is selected a new "Shift Type" field will show, allowing you to restrict this Notification by Shift Type. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Account Manager</strong></span></p><p><span style="font-size: 11pt;">The account manager for the customer will be notified when this type is used. Account managers can be set from the details sidebar (Tab) of a customer.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Primary Agent</strong></span></p><p><span style="font-size: 11pt;">The Primary Agent for the customer will be notified when this type is used. Primary Agents can be set from the details sidebar (Tab) of a customer.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Secondary Agent</strong></span></p><p><span style="font-size: 11pt;">The Secondary Agent for the customer will be notified when this type is used. Secondary Agent can be set from the details sidebar (Tab) of a customer.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Department manager Notification</strong></span></p><p><span style="font-size: 11pt;">This does the same as above but for Department Managers, department managers can be added via a user role Configuration > Users > User Roles, set the department manager on a role and then assign users to the role, so that they inherit department manager from the role, alternatively departments and department managers can be configured in Configuration > Organisation > *Departments Tab*.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlZGQ4M2ZiLTQ5NWItNGRhYi1iYjQ1LTY4OWFmMzAyMGE4YiJ9.Sj5ke9bfPgahXAblspsj8O2xENaKRpCJFiSxQjsQ5jQ" class="fr-fic fr-fil fr-dib" width="834" height="465"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Departments tab under organisation.</strong><strong><br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><span style="font-size: 12pt;"><strong>Notify All Agents</strong></span><p><span style="font-size: 11pt;">This notifies all agents when triggered. Often used for high priority notifications or events.</span></p><p><br></p><span style="font-size: 12pt;"><strong>Recipient/ Related User of a Ticket</strong></span><p><span style="font-size: 11pt;">Will notify the end user of a ticket if the ticket triggers an event.</span></p><p><br></p><span style="font-size: 12pt;"><strong>End-User Notification</strong></span><p><span style="font-size: 11pt;">This notifies a fixed end-user when triggered. The search button can be clicked on which will open a cleaner UI for selecting an end-user.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxYTc5ODVlLTE3NjktNGEzNS1iNjg5LWU2MDFkMDYyZTMxNCJ9.A2MjGJ4LjRZckCWBpfSqJTndJWmBvSA3Sjteg-egNaw" width="984" style="width: 986px; height: 53.0686px;" class="fr-fic fr-dii" height="53"></span></p><p><span style="font-size: 10pt;"><strong>Fig 7. End user notification.</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;">You can also filter the user recipients of end user notifications by things such as send to all subscribers at the tickets top level. This would pertain to all users at the same top level as the customer/site/user of the ticket.<br><br></span></p><span style="font-size: 12pt;"><strong>Fixed Email Notification</strong></span><p><span style="font-size: 11pt;">Notifies a given email address, can be used for team email groups or monitoring services.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyZjQ0ZmMzLWY4MWUtNGIzNC1iODY5LTNhMWQ3ZGM2MThhNSJ9.6BgbPaXoMrnp-PLxpeOROpfP79O7GfJ5jsjoCTRgstM" width="400" style="width: 400px; height: 80.2489px;" height="80.2489" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Fixed email notification.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><span style="font-size: 12pt;"><strong>Slack Notification</strong></span><p><span style="font-size: 11pt;">Updates slack for the given channel integrated. "Slack integration must be enabled for this option to show.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyNDVkZDgwLTllNGMtNDQ1OS1iMWE5LTFmMTk2YzBiNTJlYSJ9.TC4wmL78rM3WwZPagc6pU-F-mqy6llOEZ5d3VQ6_Cew" width="417" style="width: 417px; height: 103.237px;" height="103.237" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Slack notification.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><span style="font-size: 12pt;"><strong>Mattermost Notification</strong></span><p><span style="font-size: 11pt;">The Mattermost integration also has a notification type that will be visible if the integration is turned on. Similar to slack, you can choose a channel that your Halo has been integrated with.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk2YTBiMzFkLTZmZjYtNDg3Yy1hMmE1LTEwNWU0ZGU1Y2Y5NiJ9.ELuJe-CVxzUM-m9_nSu48Ru5VAzBLf3TDuQL_A_46Tc" width="983" style="width: 985px; height: 81.1759px;" class="fr-fic fr-dii" height="81"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Mattermost notification.</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><span style="font-size: 12pt;"><strong>Manager of the recipient of a Ticket</strong></span><p><span style="font-size: 11pt;">This would send an email to the line manager of the user of a ticket, using the Active Directory Line Manager field. This notification type must be set to the email delivery method.</span></p><span style="font-size: 11pt;"><strong><s><br></s></strong></span><span style="font-size: 12pt;"><strong>Send to Site Contact</strong></span><p><span style="font-size: 11pt;">When this option is selected the site contacts can be used as the recipients of notifications, the site contacts can be configured in "Configuration > Users > Site Contact Types". Then they are added in the tab shown below within each clients sites.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiNWVhNDBjLTVmMWMtNDBiNy1hMGYzLWU0OTJiYzdlMjk2MyJ9.4Jd1f21DfJylYRybo76gJLiqRv5w143QdkMzyMncUCA" width="980" style="width: 982px; height: 434.76px;" class="fr-fic fr-dii" height="435"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Site contact notification.</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.eyJpZCI6IjA0ODFiYTBlLWE3MzUtNDY5MC04ODUzLThiMTAyYzBiNGFjNSJ9.MD7mBE4R80JMQdPD0bI7lyj-p72RAon96mfY-kxNLjw" width="898" height="260" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Site contact type.</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 site contact type can also be filtered on, so that specific contact types will be notified i.e. "Site Administrator", which was previously added to the site contacts list in the example images above.</span></p><p><br></p><p id="isPasted"><span style="font-size: 12pt;"><strong>Asset Business Owner</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">This notification will be sent to the business owner of the Ticket's related Assets. When the notification is from a ticket event, it will notify the owners of all related assets/services. When the notification is from a device event, it will only notify that device's owners.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Asset Technical Owner</strong></span></p><p><span style="font-size: 11pt;">This notification will be sent to the technical owner of the Ticket's related Assets. <span style="font-size: 11pt;" id="isPasted">When the notification is from a ticket event, it will notify the owners of all related assets/services. </span><span style="font-size: 11pt;">When the notification is from a device event, it will only notify that device's owners.</span></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Service Business Owner</strong></span></p><p><span style="font-size: 11pt;">This notification will be sent to the business owner of the Ticket's related Service Catalogue.<span style="font-size: 11pt;" id="isPasted"> When the notification is from a ticket event, it will notify the owners of all related assets/services. </span><span style="font-size: 11pt;">When the notification is from a device event, it will only notify that device's owners.</span></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Service Technical Owner</strong></span></p><p><span style="font-size: 11pt;">This notification will be sent to the technical owner of the Ticket's related Service Catalogue.<span style="font-size: 11pt;" id="isPasted"> When the notification is from a ticket event, it will notify the owners of all related assets/services. </span><span style="font-size: 11pt;">When the notification is from a device event, it will only notify that device's owners.</span></span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 12pt;"><strong>Ad-Hoc Notification</strong></span></span></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;">This is only supported for the "Action Added by Agent" event. You will need to add either "Ad-Hoc Notification Agents" or "Ad-Hoc Notification Team" to the field list of the action. </span>If either of these fields is filled in, the notification will be sent to the specified agents or members of the specified team. This allows notifications, such as calls, to be manually triggered for any desired recipients. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Live Chat Notification</strong></span></p><p><span style="font-size: 11pt;">This will allow you to choose the Event trigger "New Live Chat Request (From User)". This setup will trigger a notification whenever a live chat is requested by a User, and will send to Agents in the Teams with permission to join the chat.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Adding Agents to an Agent Notification</strong></span></p><p><span style="font-size: 11pt;">To add agents to an existing notification:</span></p><p><span style="font-size: 11pt;"><br></span></p><ol><li style="font-size: 11pt;">Navigate into the notification.</li><li style="font-size: 11pt;">Click on the agents tab.</li><li style="font-size: 11pt;">Press the ⊕.</li><li style="font-size: 11pt;">Select the agent to add.</li><li style="font-size: 11pt;">Click "Save".</li></ol><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyOWMzOTFkLTQwZDctNDQ3OS05ZDMxLTk3NDNiNmFiM2E1YiJ9.AC6UIcAzTduBFP-llCD4-odLNtqrv181URdMnRMRKsk" width="982" style="width: 984px; height: 136.898px;" class="fr-fic fr-dii" height="137"></span></p><p><span style="font-size: 10pt;"><strong>Fig 13. Add agents to a notification.</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;">Agents can add themselves to notifications that they have access to. If "None - All Agents can subscribe to this Notification" is selected via the restrictions of a notification, then any agent can assign themselves to the notification, if team is set, then only the agents in the team can assign themselves.</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;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBkODBkYTc1LWNhYWItNDdlMS1iMWZlLTc4OTgxM2MxMTdiOSJ9.MgCFQA69BJOiIKEAvXuE65IBTV-gdm_MDUorFRZoHdw" width="677" height="952" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 14. Notifications agent is subscribed to under preferences.</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;">There are some checkbox settings under the general notifications tab</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>List of Notification Triggers</strong></span></p><p><span style="font-size: 11pt;">Each Notification is triggered by an event in Halo. </span></p><p><br></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New Ticket Logged">New Ticket Logged</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New Ticket Logged">Triggered when a new ticket is logged in the system.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New P1 Ticket Logged">New P1 Ticket Logged</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New P1 Ticket Logged">Triggered when a ticket is logged in the system which has a priority level of 1 (aka the highest priority tickets).</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New OOH Ticket Logged">New OOH Ticket Logged</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;">Triggered when a ticket is logged outside of the working hours you have configured into the system.</span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New Ticket Logged (Qualified)">New Ticket Logged (Qualified)</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="New Ticket Logged (Qualified)">Triggered when a new ticket is logged that requires specific qualifications (see qualifications section under "Teams and Agents" configuration section).</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User">Ticket Updated by User</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User">Triggered when a user emails into a ticket to update it or updates the ticket from the portal. </span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="P1 Ticket Updated by User">P1 Ticket Updated by User</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="P1 Ticket Updated by User">Triggered when a priority 1 ticket (see above) is updated by an end-user via email.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="OOH Ticket Updated by User">OOH Ticket Updated by User</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="OOH Ticket Updated by User">Triggered when an out-of-hours ticket is updated by the end-user via email.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User (Qualified)">Ticket Updated by User (Qualified)</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User (Qualified)">Triggered when a ticket requiring certain qualifications (See above) is updated by an end-user via email.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User (Qualified)">Ticket Changed</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Updated by User (Qualified)">Triggered when the criteria set when selecting is updated.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Re-assign">Re-assign</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;">Triggered when a ticket is re-assigned to the agent the notification is assigned to. </span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Closed">Closed</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Closed">Triggered when a ticket is closed.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Status Changed ">Ticket Status Changed</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Status Changed ">Triggered when the status of a ticket changes.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">Ticket Unassigned for X Hours</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">Triggered when a ticket is in the "unassigned" queue for a number of hours of your choosing.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">No Actions for X Hours</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">T<span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">riggered when no actions have been performed on a ticket for a number of hours of your choosing. <span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours"><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">You can choose to use normal or working hours using a drop down <span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours"><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">which shows when this event is chosen.</span></span></span></span></span></span></span></span></span></span></span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">No Actions for X Days</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;" data-pasted="true"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">T<span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">riggered when no actions have </span></span></span></span><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours"><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">been performed </span></span></span></span><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours"><span style="box-sizing: inherit;" data-pasted="true"><span style="box-sizing: inherit;" title="Ticket Unassigned for X Hours">on a ticket for a number of days of your choosing. You can choose to use normal or working days using a drop down which will display when this event is chosen.</span></span></span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Priority Escalated">Priority Escalated</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Priority Escalated">Triggered when a ticket has it's priority increased, e.g. moving from P2 to P1, aka High to Critical.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Estimate Exceeded">Estimate Exceeded</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;">Triggered when a ticket is exceeding the "estimated time" it should take (estimated time field must be on the ticket in question). </span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="1st SLA Warning">1st SLA Warning</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="1st SLA Warning">Triggered when the SLA of a ticket is under certain percentage of time left (this is set in the windows application, but will be defaulted to 75% of the time gone if you have never altered this value).</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="2nd SLA Warning">2nd SLA Warning</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit; font-size: 11pt;" title="2nd SLA Warning"><span style="box-sizing: inherit;" title="1st SLA Warning">Triggered when the SLA of a ticket is under certain percentage of time left (this is set in the windows application, but will be defaulted to 90% of the time gone if you have never altered this value).</span></span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline Warning ">Ticket Deadline Warning</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;">Triggered when a ticket is nearing it's deadline ("Deadline" is a field you can add to tickets to ensure they are complete by a certain date).</span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Ticket Deadline</span></span><ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px; font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when a ticket has reached/breached it's deadline (see above).</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Change Ticket Starts in X Hours</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when change request is scheduled to start in the specified hours.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Mention</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when an agent is @ mentioned.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Feedback Added</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when a user leaves feedback.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Ticket Date field in past by X hours</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when a date/time field is in the past by the specified number of hours.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Ticket Updated by Agent</span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when an agent updates a ticket with an action that has an outcome, or is a reply action from an integration. <em><strong>Note: This trigger condition will not be met by API agents or integrations that impersonate an agent.</strong></em></span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Ticket Budget threshold met </span></span><ul><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Ticket Deadline ">Triggered when percentage set of budget has been used.</span></span></li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;"><span style="box-sizing: inherit;" title="Re-order Level Alarm">Pre-Pay Threshold met</span></span><ul style="font-size: initial;"><li style="font-size: 11pt;">Can set a pre-pay used percentage, the notification will trigger when the amount of pre-pay used surpasses this percentage (the notification will only trigger the first time the customer has surpassed the pre-pay threshold). </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Purchase order created/updated/deleted<ul style="font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;">Three options, triggered when a notification has been created, updated of deleted.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Quote Status Changed<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when the status of the quotation is changed. This will send anyone who is subscribed notifications for every quotation, not just their own.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Ticket Budget threshold met<ul style="font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;">Triggered when the budget threshold against a ticket has been met (used typically for projects). An accompanying 'Budget used %' field will be visible to choose what minimum percentage the notification will trigger at, this will trigger once when the 'budget used' has been met or surpassed. To have this only apply to one particular budget types/ticket type, set this in the criteria. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Ticket Deleted<ul><li style="box-sizing: inherit; font-size: 11pt;" id="isPasted">Triggered when a ticket is deleted. Either any ticket, one assigned to you, or one assigned to your team.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Action added by Agent<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a selected action is used by an agent. "Assigned to Me" and "Assigned to My Teams" options are available here. Action custom fields can be used as criteria if using this trigger for a runbook.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Rule Matched<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a selected ticket rule is applied.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">SLA Breached<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a SLA on a ticket is breached.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Ticket Changed<ul style="font-size: initial;"><li style="box-sizing: inherit; font-size: 11pt;">A notification will be sent when changes to the ticket are made, but you must specify what type of changes trigger this notification in the criteria table. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;" id="isPasted">Document Uploaded by user<ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px;"><li style="box-sizing: inherit; font-size: 11pt;">Triggered when the end user of a ticket uploads an attachment to the ticket through the self-service portal.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Document Uploaded to Ticket<ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px;"><li style="box-sizing: inherit; font-size: 11pt;">Triggered when an agent or user uploads an attachment to a ticket, either with or without the use of an action. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Document Uploaded to Folder by User<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a User uploads a document to a specific folder. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Quotation created/updated/deleted<ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px;"><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a quote is created, updated or deleted. You can specify what updates trigger this notification in the criteria table. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Sales order created/updated/deleted<ul style="box-sizing: inherit; margin-bottom: 0px; margin-top: 0px;"><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a sales order is created, updated or deleted. You can specify what updates trigger this notification in the criteria table. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Product created/deleted<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a product (item) is created or deleted. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Stock Received/Removed<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when products have been received or removed from stock.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;"> Quote viewed by user <ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a user views a quote in the self-service portal</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Quote approved by user<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a user approves a quote (either from the portal or email)</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Quote rejected by user<ul><li>Triggered when a user rejects a quote (either from the portal or email)</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Invoice paid<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when an invoice has been marked as fully paid. Any method of marking an invoice as being paid will trigger this notification. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Invoice viewed<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a user views an invoice in the self-service portal. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Recurring Invoice Created<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a recurring invoice is created.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Recurring Invoice Updated<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a recurring invoice is updated.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Recurring Invoice Deleted<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a recurring invoice is deleted.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">CRM Note Created<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a CRM note is added to a client or site</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">CRM Note Updated<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a CRM note against a client or site is updated</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">CRM Note Deleted<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a CRM note against a client or site is deleted</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Service Status Changed<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when the status of a chosen service changes. Choose the service this applies to by adding the name of the service in the criteria table. </li></ul></li><li style="box-sizing: inherit; font-size: 11pt;" class="fr-removed-block-0">1st OLA Warning<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when the OLA of a ticket is under certain percentage of time left, or a certain number of hours before the OLA ends (this requires OLA Events to be enabled, with notification warnings set in Configuration > Service Level Agreements > General Settings).</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;" class="fr-removed-block-0">2nd OLA Warning<ul><li>Triggered when the OLA of a ticket is under certain percentage of time left, or a certain number of hours before the OLA ends (this requires OLA Events to be enabled, with notification warnings set in Configuration > Service Level Agreements > General Settings).</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">3rd OLA Warning<ul><li>Triggered when the OLA of a ticket is under certain percentage of time left, or a certain number of hours before the OLA ends (this requires OLA Events to be enabled, with notification warnings set in Configuration > Service Level Agreements > General Settings).</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Consignment Creation<ul><li style="box-sizing: inherit; font-size: 11pt;">Triggered when a Consignment is created.</li></ul></li><li style="box-sizing: inherit; font-size: 11pt;">Document edited on a Ticket (v2.242+)<ul><li>Triggered when the attachment on a Ticket is edited/changed.</li></ul></li><li style="font-size: 11pt;">Document deleted on a Ticket (v2.242+)<ul style="font-size: initial;"><li style="font-size: 11pt;">Triggered when the attachment on a Ticket is removed.</li></ul></li></ul><span style="font-size: 11pt;"><br>Certain triggers can also be set to notify people other than the subscribed Agent.<br><br></span><ul><li><span style="font-size: 11pt;"><strong>Assigned to Recipient:</strong> Notifies the Agent the Ticket is assigned to.</span></li><li><span style="font-size: 11pt;"><strong>Assigned to Recipients Teams:</strong> Notifies subscribed members of the Team the Ticket is assigned to.</span></li><li><span style="font-size: 11pt;"><strong>Unassigned:</strong> Notifies subscribed Agents when a Ticket is in Unassigned.</span></li><li><span style="font-size: 11pt;"><strong>All:</strong> Notifies subscribed Agents, regardless of who the Ticket is assigned to.</span></li></ul><br><span style="font-size: 12pt;"><strong>Using the Ticket Changed Trigger</strong></span><br><span style="font-size: 11pt;">When the trigger event 'Ticket Changed' is selected some criteria must be set to specify what type of changes trigger this notification. If no criteria is set the notification will not trigger. </span><br><span style="font-size: 11pt;"><br>When setting criteria first set the field you would like this to depend on. When adding, a following page will show, here you will need to set the change context. </span><br><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJkOTFjMDI1LTQ3ZWMtNGI0Yi04NWI5LWFmMzY5YmZkZGJjYyJ9.ABF3_T22RzvQO2jnQUKIx_iTW8frKxFU01kle4B3oh4" class="fr-fic fr-fil fr-dib" width="509" style="width: 511px; height: 375.965px;" height="376"></span><br><span style="font-size: 10pt;"><strong>Fig 15. Ticket changed trigger criteria.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br><strong>Value after update</strong> - When selected, if the value in the field has been changed to the value specified below the notification will trigger (this is how all conditions previously worked).</span><br><br><span style="font-size: 11pt;"><strong>Value before update</strong> - When selected, if the value in the field previously was the value specified below before the change the notification will be triggered. </span><br><br><span style="font-size: 11pt;"><strong>Value changed </strong>- When selected, if the value in the field has been changed to the value specified below the notification will be triggered. However, if the rule type is set to 'To any Value' the notification will trigger when there are any changes to the field.</span><br><span style="font-size: 11pt;"><br>Value before update and value after update can be used in conjunction to evaluate a specific change, that is the field previously has value x, and has been changed to value y. </span><br><span style="font-size: 11pt;"><br><strong>Examples:</strong></span><br><span style="font-size: 11pt;">In the below Example the notification will only trigger when the customer was previously Terry's Chocolates and has been changed to Acorn Construction.</span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0OGZmNDIxLTlkZmUtNDMwZi1iOWEyLWU3YTdhZDllNzg3ZSJ9.PxLizuz73srJzt4CWkqd_BAo067XUW7EcGqCW2ybJxc" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 206.562px;" height="207"></span><br><span style="font-size: 10pt;"><strong>Fig 16a. Example ticket change trigger criteria 1.</strong></span><br><br><span style="font-size: 11pt;">In the below example the notification will trigger when any changes are made to the customer field.</span><br><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIxZGZlYjMzLTM2ZTgtNDQ3NS1iZmU3LTUwMzk2ZDRiZjM1YyJ9.f3dPvfOp5jt2ZXIcfYuElrlA7wRDCBPBrP2kQq7Wzo0" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 203.903px;" height="204"></span><br><strong>Fig 16b. Example ticket change trigger criteria 2.</strong><br><span style="font-size: 11pt;"><br></span><span style="font-size: 14pt;"><strong>Setting up a Personal Notification</strong></span><br><span style="font-size: 11pt;">Clicking on your initials icon (or profile picture if you have configured one) and then "My Account" takes you to your agent's settings screen. Clicking preferences and heading down to notifications brings you to the list of your Notifications.</span><br><span style="font-size: 11pt;"><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1N2M4NGMxLTQ4ODYtNDcxZS1iNTgxLTg5MjgwZTMyNmY4ZSJ9.4dbgvRiI46WQ6b0wgBidhII5jpQwTnPFTrJxLswgQM4" class="fr-fic fr-fil fr-dib" width="991" style="width: 993px; height: 489.763px;" height="490"></span><br><span style="font-size: 10pt;"><strong>Fig 17. My account.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br>The upper part of this notifications configuration is designated to notifications that can be subscribed to by agents. These are notifications that exist in the system already and will notify the agent by the method shown in the second column. The third column displays the trigger that will cause these to send. Any conditions should be stated in the "Name" to avoid confusion.</span><br><span style="font-size: 11pt;"> </span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4YjZmM2MyLTQ5ZjQtNDM2Ni1hZDBkLTI5ZmNlNmRhMDE5ZSJ9.vzf6vpFThQ8S_6LvVTeBzPKraT3WeZERCoSh2nHLblc" class="fr-fic fr-fil fr-dib" width="995" style="width: 997px; height: 487.307px;" height="487"></span><br><span style="font-size: 10pt;"><strong>Fig 18. Subscribed notifications.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br>The second option is the personal notifications. This must be created by administrators on behalf of the agent, and these are custom notifications for this agent only. The agent will be able to edit them if they have permission to edit their preferences and notifications, as well as having access control granted to the notification.</span><br><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVlODVmMDk4LTY4ODItNGUwMS05YjYyLTdiOWQ3Y2ViZjlhNCJ9.2xPmmPg75YHIXuMMJaA3mhyTE2BckKc_Y03Lq_Z9g40" class="fr-fic fr-fil fr-dib" width="990" style="width: 992px; height: 483.322px;" height="483"></span><br><span style="font-size: 10pt;"><strong>Fig 19. Personal notifications.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br><strong>Conditions</strong></span><br><span style="font-size: 11pt;">These take the form of any ticket level field that can be associated with a ticket and the values these hold. This allows you to customise your notifications at a granular level. You can select a wide variety of fields here to create conditions with. This includes the team the ticket is assigned to, to any category value associated with the ticket. This also includes ticket level custom fields, and much more.</span><br><span style="font-size: 11pt;"><br></span><span style="box-sizing: inherit; font-size: 14pt;"><span style="box-sizing: inherit;" title="Re-order Level Alarm"><strong>Agent Level Settings</strong></span></span><br><span style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;" title="Re-order Level Alarm">In addition to personal notifications, there are checkbox options for some system defaults, which are configured per agent. The first option is to turn off your own notifications</span></span><br><span style="font-size: 11pt;"><br></span><span style="box-sizing: inherit; font-size: 11pt;"><span style="box-sizing: inherit;" title="Re-order Level Alarm"><strong>Do not send me notifications which I triggered:</strong> When checked, if you create a new ticket and assign yourself, you will not be notified of this.</span></span><br><span style="font-size: 11pt;"><br><strong>Send notifications for errors with Incoming/Outgoing Email and Halo Integrator: </strong>When checked on, emails will be sent to your agents email account notifying you when there are errors with Incoming/Outgoing Email or the Halo Integrator.</span><br><span style="font-size: 11pt;"><br><strong>Send notification when the Halo Integrator has not run for X amount of hours: </strong>When checked, you can receive a notification when the halo integrator has not run, you can define how many hours after it has stopped running until you receive a notification, as shown below<strong><br></strong></span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxYTZmZDI1LWI4ZDctNGE3Ni05ZGRmLTkxOGU3MDgyYjFmNyJ9.2QcJWVeRXNbEjidF-01bRFJthZaLNsiq-y8XKrG6PZs" class="fr-fic fr-fil fr-dib" width="538" height="229"></span><br><span style="font-size: 10pt;"><strong>Fig 20. Do not send me notifications which I triggered setting.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br><strong>Defining the hours from when the Halo integrator last ran</strong></span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlNzkxYTJmLTg1MmEtNDA2NC1hYzdkLTgwYmM3ODRiZDY4YSJ9.1esYVapzWEEfFlvk_3dYsKXUzD6wmWPBFgbzAYgFwvA" class="fr-fic fr-fil fr-dib" width="501" height="114"></span><br><span style="font-size: 10pt;"><strong>Fig 21. Setting to send notification when the integrator has not run for a set amount of hours.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br></span><span style="font-size: 12pt;"><strong>Notifying An Agent of All Tickets</strong></span><br><span style="font-size: 11pt;">Setting on the option (Configuration > Notifications > General Settings):</span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwZWZmYTMwLTVjNTUtNDc2OS1iOTgwLTFmZmJlZmIxMmE5ZCJ9.-uYhKbLL8GhYb3xlXa0_ySMQaKaU2sYax_PffYSES5Q" class="fr-fic fr-fil fr-dib" width="725" height="72"></span><br><span style="font-size: 10pt;"><strong>Fig 22. </strong></span><strong><span style="font-size: 10pt;">Allow notifications to send outside of team and department permissions.</span></strong><br><br><span style="font-size: 11pt;">Agents can get notified for tickets that are not assigned to a team or department that they are member of. When checked, agents that have a notification for i.e. Event: "New ticket logged - All" will receive all notifications regardless of team and department.</span><br><span style="font-size: 11pt;"><br></span><span style="font-size: 12pt;"><strong>SLA Notifications</strong></span><br><span style="font-size: 11pt;"><br>To enable SLA notifications go to Configuration > Service Level Agreements > General Settings:</span><br><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NGM0MmI0LTljMmQtNDBlMy1hNGE1LTQyMjc4ZGRkMjlmMCJ9.jqulG2hvrVuxKDAT-AFBjatL92uHaH3AqU_mJCrGgsQ" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 235.994px;" height="236"></span><br><span style="font-size: 10pt;"><strong>Fig 23. SLA notifications</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><span style="font-size: 11pt;"><br>The dropdown can be set to "Percentage of SLA response/ resolution target" met, or for the number of "Hours before resolution target" is met. </span><br><br><span style="font-size: 11pt;">Then head to notifications and configure 1st SLA warning and 2nd SLA warning notifications, there should be two separate notifications, the triggers are 1st SLA Warning and 2nd SLA Warning.</span><br><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyMDFkMGVjLWU4YjktNGI3ZS1iMWFhLTYwOWFhN2U3OWI3MSJ9.R5dY0KwAM2c4bPH-7IfQji7qOtrVkGY4DE1nMxu_X4Y" class="fr-fic fr-fil fr-dib" width="590" height="547"></span><br><span style="font-size: 10pt;"><strong>Fig 24. Notification to trigger when 1SLA warning is hit.</strong></span><strong><span style="font-size: 10pt;"><br></span></strong><br><br><span style="font-size: 14pt;"><strong>Access Control</strong></span><br><span style="font-size: 11pt;">Access control can be set on non-administrator agents by either role, agent, team or department.</span><br><br><span style="font-size: 11pt;">In Configuration > Notifications > Notifications, select the notification and click the "Access Control" button at the top.</span><br><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0NTkyYTUzLTYyMTYtNDE4Zi1hZTQ3LWZkNjRlODJkNTFlNSJ9.QwRUNeqABfFylUJjwUhKKAzKYVhPxL5p5mMkyOC6HEo" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 483.423px;" height="483"><br><strong><span style="font-size: 10pt;">Fig 25. Access Control on a notification.</span></strong><br><br><span style="font-size: 11pt;">Criteria for access can then be set. Administrators have Owner access automatically, but this allows other agents to be assigned owner or read and modify access.</span><br><br><span style="font-size: 11pt;">The "None (Remove)" option can be used to remove access you have previously given. Changing to this option will make the row disappear and remove the access from that agent/group of agents.<br></span><br><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3NjRiZGMyLThiZTgtNDVmZi1hZjdmLWNlYzZmOWFkYjlhNCJ9.nWM2_U7roWlI9Ced4hanPFqwMBtuGx-ZDdk4HxgpBJA" class="fr-fic fr-fil fr-dib" width="985" style="width: 987px; height: 482.693px;" height="483"><br><strong><span style="font-size: 10pt;">Fig 26. Setting access control.</span></strong><br><span style="font-size: 11pt;"><br>Agents will then be able to see the notifications they have access to in My Config > Notifications.</span><br><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkZDM4ZjBhLWM3M2QtNDAyYS1hZTk4LTEzZWNhYTE1ZmZlNSJ9.sxwf1qa7dW6qrvsTY4z1-ZE-ZaDGBTlUgu1NKAzCoz8" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 483.423px;" height="483"><br><strong><span style="font-size: 10pt;">Fig 27. Notifications in My Config.</span></strong><br><br><strong><span style="font-size: 14pt;">Incomplete Timesheet Notifications</span></strong><br><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><br><span style="font-size: 11pt;"><br>First, in Configuration > Time Management, "Enable Incomplete Timesheet notifications".</span><br><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljN2U1ZjRhLTg1MjgtNDE0YS1hZTU4LWI5MzIzNzkyZTQxZCJ9.LY4ebfBwXjXF4CBEARDzls-fK_JdesxMWdufV1bqwuA" width="1228" style="width: 1230px; height: 579.367px;" height="579" class="fr-fic fr-dii"><br><span style="font-size: 10pt;"><strong>Fig 28. Enabling incomplete timesheet notifications.<br></strong></span><br><br><span style="font-size: 11pt;">Then in Configuration > Teams & Agents > Agents, select the agent you wish to enable this for.</span><br><br><span style="font-size: 11pt;">There are two options: </span><ul><li><span style="font-size: 11pt;">"Send notification email when my Timesheet is incomplete", 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;">"Send notification email when Agents I manage have incomplete Timesheets", which will send that agent notifications when the agents they manage have incomplete timesheets.</span></li><li><p><span style="font-size: 11pt;">Enabling either of these options will cause the two settings underneath to show - "Incomplete Timesheet Threshold (%)" and "Time to send incomplete Timesheet notification(s)".</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 "complete". 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" width="1225" style="width: 1227px; height: 576.558px;" height="577" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 29. 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" width="1225" style="width: 1227px; height: 577.299px;" height="577" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 30. 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" width="1225" style="width: 1227px; height: 576.696px;" height="577" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 31. Incomplete timesheet in-app notification.</strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Notification Acknowledgements</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">All notifications can be acknowledged. The read status and read date of the notification are set when acknowledged.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For pop-up notifications in Halo, clicking on the notification marks it as read.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For email and text notifications, you need to include the $-NOTIFICATIONACKNOWLEDGE variable. This provides a link for the recipient to click that will acknowledge the notification and then take them to the entity that triggered the notification.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For calls, the notification is acknowledged by pressing a number that corresponds to an action. The action can either be an acceptance or rejection of the notification, 2 and 3, respectively, for the value of the read status. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To continue reporting this information, the setting "Keep a record in the database when deleting notifications" must be enabled in Configuration > Advanced Settings.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYxYWIxMzM0LWNmYTktNDg1OS1iYzFkLTIwZGY2NDA2OWMyYSJ9.PugZ7eg3B7NNfkHfdEGBsLr9Cmy-VenDjfzghJ9Ckno" class="fr-fic fr-fil fr-dib" width="1201" height="64"></span></p><p><br></p><span style="font-size: 10pt;"><p><strong>Fig 32. Notification acknowledgement option.</strong></p></span><span style="font-size: 11pt;"><p><br></p></span><span style="font-size: 14pt;"><strong>Notifications on a Workflow Step<br></strong></span><span style="font-size: 11pt;">On workflow steps with the "Type" of "Action", a "Notifications" dropdown is now available. Notifications can be configured here, and these will trigger upon entering that workflow step.<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlOWQ1NzYxLWQ3NzYtNGZiZi05YWU4LTFiMjQ2M2Y4YTU5MSJ9.VNJl27oXqhc9cemAM6LIYwiMeYn6Pcfrknw38qy4A8U" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 171.358px;" height="171"><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 33. Workflow notifications.</strong></p></span><span style="font-size: 11pt;"><p><br></p></span><span style="font-size: 14pt;"><p><strong>Do Not Disturb Mode</strong></p></span><span style="font-size: 11pt;"><p id="isPasted">Agents can enable "Do not disturb" mode to prevent Notification pop-ups within Halo. In Configuration > Notifications > General Settings, enable "Allow Agents to toggle "Do not disturb" on the notifications pane".</p><p><br></p><p>Agents can then toggle Do not disturb mode on or off from the Notifications pane. When activated, this will persist until the Agent next re-authenticates.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhYTJlYjgxLTc2MDctNDMzMS1iOWJhLTUwMGY4YjJlYTNmOSJ9.2VKglaSnI03MKmSEa5sSBjsjyEf92RbQ2ghZhfmX3VM" class="fr-fic fr-fil fr-dib" width="358" height="238"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 34. Do Not Disturb toggle.</strong></p></span><span style="font-size: 11pt;"><p><br></p><p>When enabled, the Notification pane icon will show a crossed out bell, and the Notification count will change from red to white/black (to match light or dark mode).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJlNzk3YTdmLWI3OWQtNDk0Yy04YThiLTcxOTVhYWNjMzAwOCJ9.pTErIG2mIsL41zPCoJbH4L95L_68zFS7NDgR3JjuYNo" class="fr-fic fr-fil fr-dib" width="354" height="239"></p><p><br></p></span><span style="font-size: 10pt;"><p><strong>Fig 35. DND enabled.</strong></p></span></li></ul></div>
