Automated Tickets

Configuration > Tickets > Automated Tickets Related Guides: Automated Tickets Details Field Type Description Name Free Text This will be the name of the Automated Ticket template as it appears elsewhere in the system. Group Single Select This will be the group to which this template belongs. These groups can be placed as restrictions as to […]

Email Templates

Configuration > Email > Email Templates Related Guides: Email Templates Table View Field Type Description Top Left Dropdown Single Select This dictates the Message Group to which the viewed Templates belong. ID Header This is the ID of the template, which can be used via SQL or the API to identify the template. Description Header […]

Asset Types/Groups

In this guide we will cover: – How to create an asset group – Assets vs Items – How to create a new asset Type Configuration settings Guides: Asset Types Asset Groups  Configuring asset types and groups will allow you to more readily view an organised list of your devices and will also allow you […]

Categorisation

Configuration > Tickets > Categorisation Configuration > Sales > Categorisation Related Guides: Ticket Categories Field Type Description Use treeview dropdown when selecting a category Checkbox When checked, this will present a tree-view menu for choosing Categories. This means that available Categories will be nested under groups. Force selection of an end node Checkbox When checked, a […]

AI

Configuration > AI Related Guides: Connecting AI to Halo Contents of AI guides Leveraging AI in Halo Setup Field Type Description Default AI Connection Radio List This determines which AI connection is used. You will need to enter credentials if using Azure/Own OpenAI. (On-Prem customers will not have the option to use the 'Default Halo […]

Budgets

Configuration > Project Management > Budgets Related Guides: Budgets Field Type Description Budget Type Name Free Text Determines the Budget Type name, returned throughout the UI Default Rate (hrs) Decimal Determines the (internal) hourly rate to use for a Budget of this type. Used as a means of calculating Project costs. Note: Set to 0 […]

Surveys

Configuration > Tickets > Surveys Related Guides: Surveys One-Click Feedback General Settings Field Type Description Show Feedback in the Closure details on the Ticket Details screen     Checkbox When checked, closed tickets that are given feedback will have a "Feedback" section in their Ticket Details view. This will detail the Satisfaction Level, the Comment, and will […]

Project Billing – Time and Materials

In this guide we will cover: – Categorisation – Adding to Billing Rules – Restricting Category Values on Ticket Types – Issue Products on Tickets – Invoicing a Percentage of a Sales Order Admin Guides: Ticket Categorisation Advanced Settings Project Management General Settings Related Articles: Project Billing – Milestone Billing Project Billing- Budget types vs […]

Surveys

In this guide we will cover: –  What are Surveys? – Survey Custom Fields  – Configuring the Survey text variable – Adding the Survey link to the Ticket Closed email template – Configuring when Surveys are sent – End-User Confirmation Admin Guides:  Surveys Note: Any variable written in this guide is written with a hyphen between the […]

Database Lookup Example – Attaching the User’s Role to a Ticket.

In this guide we will cover:  – How to attach a user's role to a ticket using a database lookup One of the great features within Halo is the ability to populate fields on i.e. a ticket with information found in the database. This data is found using SQL queries which will return the information […]