Problem/Resolution Finder
How the Problem/Resolution Finder works and how to use it. Related Articles: Using the Knowledge Base Problem Resolution Incident Resolution A key part of the knowledge base and incident or problem resolution practices is using previous and related cases to resolve any current problems or Incidents. This is where the resolution finder comes into play, […]
Email to SMS
In this guide we will cover: – Compatible Email to SMS Providers – SMS Settings – Setting up an Action to send SMS – Sending SMS to Service Users Admin Guides: SMS Settings Compatible Email to SMS Providers HaloPSA will work with most Email to SMS providers as they follow a similar method for converting […]
Using “Drag and Drop”
How to use the "Drag and Drop" functionality throughout the Halo web-app. Drag and Drop The drag and drop functionality makes re-assigning tickets quick and easy. When viewing a ticket screen such as the one below, click and hold the left mouse whilst moving to drag and drop the ticket over an agent's name or […]
Linking Child Tickets to a Parent Ticket
Linking child tickets to a parent ticket. Related Articles: Search Tools in Halo The Ticket Window In Halo you can use the parent child relationship on tickets to maintain their status as related tasks or subtasks for an incident, project, request or otherwise. Linking Child Tickets In any ticket, hover over the 3 dots in […]
Azure Actions
Added a new action system use called 'Azure Action', allowing for the ability to create Users in Azure and assign them to groups via system actions. A new action system use called 'Azure Action' is now available. When this option is selected, a new "Azure Action" tab will show on the action configuration. Here you […]
Linking a Ticket to a Parent Ticket
A short guide on how to link a ticket to a related ticket; creating a child ticket. Related Articles: Search Tools in Halo In Halo you can use the parent-child relationship on tickets to maintain their status as related tasks or subtasks for an incident, project, request or otherwise. Linking to a Parent Ticket In […]
Internal Conversations
Overview an implementation of the internal conversations functionality Related guides Actions Altering Ticket Types Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue […]
Forwarding an Action
A short guide to forwarding an action for outside input. You can forward any action from a ticket to an additional email address. This allows you to forward emails or actions to other Agents or Users for input. This will not email the user themselves unless you input their email. This enables input form a […]
Actions: System Uses
In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]
Creating a Report From an Action
In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]
