Sort Client Level Tickets Tab by Ticket Area

In this guide we will cover: – Sorting Client Level Tickets Tab by Ticket Area Sorting Client Level Tickets Tab by Ticket Area The setting 'Split Tickets tabs into Ticket areas' in Tickets > General Settings replaces the tickets tab ,when viewing customers, sites, users, assets, and services, with tabs for each configured ticket area. […]

The Service Catalogue – Advanced Configuration

In this guide we will cover:  – What are services and when are they used?  – Creating a new service with a breakdown of each setting – Change the service image/logo What are services and when are they used? Services in Halo are used to organise the services you provide to your end users, rather […]

Viewing Child Tickets on the Portal

In this guide we will cover: – Showing Child Tickets on the User Portal – Configuring the Tab Showing Child Tickets on the User Portal 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: Configuration > […]

Suppliers

Configuration > Suppliers Related Guides: Suppliers Field Type Description Show Supplier Updates to End-User Checkbox When checked, if a Supplier updates a ticket, this will be visible to both the Agents and the End-Users (via the portal) associated with the Ticket. Contract is mandatory when logging to supplier Checkbox When checked, a Supplier Contract must […]

Organisation

Configuration > Organisations Check out the guides for more information on Organisations, the same guides can be found on the HaloPSA Academy: Organisations HaloPSA Academy – Organisations Field Type Description Enable Multi-Tenancy Checkbox Multi-Tenancy will allow the database to be split to be used for multiple organisations at the same time. Enabling this will allow […]

AI Article Creation

In this guide we will cover: – Configuring KB Articles to be Created by AI – Trigger using an action – Trigger using an event Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This […]

Ticket Views

Configuration > Tickets > Views Related Guides: Ticket Views Field Type Description Default View Single Select The selection made here will dictate the default View that any Agents viewing the Tickets screen will use. This can be overridden on a per-Agent or per-Team basis.  Default List Single Select Should "My Lists" be chosen as the […]

Performing Ticket Approvals via API

1. Get Ticket Information First, retrieve the ticket details by making a GET request to: /api/tickets/{ticket_id} The response will contain an approvers array. Each approver entry contains: name – The approver's display name emailaddress – The approver's email user_id – The approver's user ID seq – Required for approval submission actionnumber – Required for approval […]

Document Management for Customers, Sites and Users

In this guide we will cover: – What is Organisation/Customer, Site and User Document Management? – Managing Documents Under Organisation/Customer, Site and User profiles – Additional Functionality Document Versions Have users upload documents in the portal Note: The functionality outlined in this guide differs to managing documents within the documents module, this guide below requires […]

Formatted Emails

Configuration > Email > Formatted Emails Related Guides: Email Rules Mapping Setup Field Type Description Customer Free Text This will contain the data that is found in an email matching a Formatted Email rule that has been mapped to the Customer field. Site Free Text This will contain the data that is found in an […]