In this guide we will cover:
– What are Actions?
– Creating Actions
– Restricting Actions
– Access Control on Actions
Admin Guides:
What are Actions?
Actions in HaloITSM are versatile tools that empower employees to work efficiently. They enable you to create customisable buttons on tickets, defining their actions upon clicking.
They will appear in a top bar shown here on a ticket, and the actions that will appear depend on their use, and whether they are restricted in any way.
Fig 1. Actions on a Ticket
Creating an Action
In Configuration > Tickets > Actions > select an action or the "New" button in the top right.
Action configuration will look like this, and you can click the "Edit" button in the top row to edit this.
Some important fields to note:
- Outcome Description (Details tab) – The name that will show in the list of actions in Configuration > Tickets > Actions.
- Button Name (Details tab) – The name that appears on the button on the ticket.
- Button Icon (Details tab) – The icon that appears on the button on the ticket.
- System Use (Details tab) – Whether the action does anything preconfigured, i.e. "Log to Supplier".
- Allows Users to use this action (Details tab) – Whether the end-user of a ticket can use the action button on the end-user portal.
- Is a Quick Action (Details tab) – When enabled, the action will be used automatically without the preview screen to edit.
- Status After Action (Details tab) – When the action is used on a ticket, what it will change the ticket status to.
- Send an Email (Defaults tab) – Whether the action will send an email.
- Put on SLA Hold (if applicable) (Defaults tab) – Puts the ticket on hold if not already.
- Release from SLA Hold (if applicable) (Defaults tab) – Puts the ticket off hold if not already.
- Default Team (Defaults tab) – Can be used to set the assigned team. Useful for automatically reassigning.
For information on what each field does, check out the admin guide linked at the top.
Fig 2. Action configuration page.
Restricting Actions
Actions can be restricted at a ticket type level or, more commonly, on a workflow. This ensures that agents are completing the correct actions on tickets at the correct times. To see all actions that are available out of the box, head to Configuration > Tickets > Actions. Click on an action to see the Action button's settings and edit the settings via the "Edit" link in the top left. Alternatively, hit "Add a new Action".
Further information on how powerful actions are can be found in our guide and you can always arrange a call with the HaloITSM team.
