Statuses

In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]

Billing Rules (Formerly Billing Plan Combinations)

In this guide we will cover: – How to set up billing rules – Worked example – Checkboxes "User must be covered by the Agreement" and "Asset must be covered by the Agreement" – Checkbox "Allow other Customers Agreement's to be chosen" – Checking to see if the action was covered by the Agreements Hours […]

Pipeline Stages

In this guide we will cover: – Enabling the Pipeline Feature – Linking Workflow Steps to Pipeline Stages – Pipeline Stage on an Opportunity Ticket – Pipeline Stage in Lists – Grouping by Pipeline Stage on Column Profiles – Ticket Rules from Pipeline Stages – Restricting Pipeline Stages Admin Guides: Sales General Settings Sales Views […]

Asset Groups

Configuration > Asset Management > Asset Groups Configuration > Items and Stock Control > Asset Groups Related Guides: Asset Types/Groups Details Field Type Description Name Free Text Determines the name of the Asset Group as it appears elsewhere throughout the system. The assets area can be viewed using the "Assets by Group" option, this will […]

Sending Requests Across 2 Instances

In this guide we will cover:  – Setting up the Suppliers Module – Configuring the API Access Following v2.184+ this functionality as been enhanced. If you are on a version on or above this see our guide Syncing Tickets Between Instances.  It is possible to send requests across two instances when the HaloCRM -> HaloITSM […]

Dashboards

Configuration > Reporting > Dashboards Related Guides: Ticket Dashboards Halo In-App Dashboard Reports and Scheduling Details Field Type Description Dashboard Name Free Text This will be the name of the Dashboard as it is displayed elsewhere throughout the system. Dashboard Type Single Select This will determine where the Dashboard is located, it can be displayed […]

Chat Bot and Chat Profiles

In this guide we will cover: – What is the Chat Bot? – How to Configure a Chat Profile – User Verification – Start Live Chat – Translate Live Chat (Using Azure Translator) – Example Bot Flow – Customising the Chat Bot Profile – Setting which Chat Profile is used – Determine the start step of […]

Areas

Configuration > Tickets > Areas Related Guides: Ticket/Client Areas Details Field Type Description Ticket Area Name Free Text This is the name of the Area, and will be how it is displayed throughout the system in both lists and menus. Sequence in lists Integer This is the sequence value of the Area. This will decide […]

Templates

Configuration > Tickets > Templates Related Guides: Ticket Templates Details Field Type Description Name Free Text This will be the name of the Template as it appears elsewhere throughout the system. Group Single Select This group serves as another level of categorisation for Templates. These can be restricted to Teams, or Clients too. Allow End-Users to […]

Calendars and Appointments General Settings

Configuration > Calendars & Appointments > General Settings Related Guides: Appointments Calendars and Appointments General Settings Field Type Description Appointments release Tickets from SLA hold Checkbox If selected, when appointments are started (reach their start time) the SLA will auto release. Number of minutes before the appointment is due to bring the Ticket off hold […]