Reacting Personal Information on Tickets – PII Data Flagging

In this guide we will cover: What is PII Data Flagging? Setting up PII Data Flagging Scanning Tickets for PII Viewing Detected PII for a Particular Ticket Redacting Data See all Active PII Detections and Redact/Ignore History What does Redacting Data Do? The functionality in this guide is available from v2.238+.  What is PII Data […]

User Roles

In this guide we will cover: – What are User Roles? – Creating User Roles – Assigning User Roles Manually – Assigning User Roles Automatically – Additional Restrictions by User Role Configuration Settings: User Roles What are User Roles? User Roles are roles that can set permissions and various settings against the user the role […]

Column Profiles

In this guide we will cover: – Available Entities and Defaults – Creating a Column Profile – Sorting Tickets – Display Types (Kanban, Tile, Gantt) – Column profiles and Child Tickets – Using Dashboard Column Profiles – Access Control – Billing Column Profiles – Filtering via the Column Profile Admin Guides:  Ticket Types Views Self […]

Automatic Logout Issues

In this guide we will cover: – Steps to Stop Automatic Logouts Sometimes you may find that certain agents are getting logged out of Halo on a repeated basis, often at a certain time or after a certain event. This guide will cover common places to check, explaining the logic throughout.  If you have any […]

Report Builder

In this guide we will cover: – Opening the Query Builder – Adding Fields – Adding Conditions – Generating the Report – Adding Filters – Saving the Report – Using the Report – Customising Fields (Sorting, Grouping, Count, Compare to previous period) – Using the Query Builder to create SQL Admin Guides: General Settings (Reporting) […]

Account Managers

In this guide we will cover: – Setting Account Manager Types – Functionality Available per Account Manager Type Related Guides: Cc and Bcc Email Configuration Setting Account Manager Types Multiple types of Account Manager field can be set against a client's profile. Within the "Details" tab, open the "Assigning and Account Manager" dropdown to see […]

Device42 Integration

In this guide we will cover: – What is the Device42 Integration?  – Enabling the Module  – Connecting to Device42 – Client Import – Device Imports – Webhooks What is the Device42 Integration? Device42 can be integrated with Halo to import and manage Clients and Devices, and update these when they are created or updated […]

Start to Finish: Service Desk Basics

In this guide we will cover: – What is the Service Desk Area? – Creating a Ticket Area – Creating Ticket Types – Creating Statuses – Setting SLAs and Workdays – Creating Actions – Creating a Workflow – Logging a Ticket Related Guides: Start to Finish: Service Requests What is the Service Desk Area? The […]

Assetbots Integration

In this guide we will cover: – What is the Assetbots Integration? – Connecting to Assetbots – Sites – Match Assets to Users – Asset Imports – Import Assets and Sites Automatically This integration is available from v2.234+ What is the Assetbots Integration? The Assetbots integration allows you to import sites and assets from Assetbots […]

Service Search – Order Service Search by Relevance

A new setting can be found in Configuration > Self Service Portal; Assume the following scenario for Service Search Type from Configuration > Services; This new Search method requires all search terms to appear, in any combination in one or more of the following fields; Searching for a Service;   Service Title (Agent Facing Title) Service […]