Linking Products to Assets

In this guide we will cover: – Setting a Linked Asset Type for Serialised Assets – Setting a Default product for an Asset type – Creating Serialised Assets Admin Guides: Items & Stock Control Related Guides: Receiving Stock for Serialised Products & Delivering to the Customer Products/items can be linked to serialised assets for sales […]

Agent Access to Services

In this guide we will cover: – Choosing the Restriction Method – Configuring each Restriction Method Admin Guides: Services Related Guides: Access Control  Service Catalogue Whilst administrators can see all services and categories by default (via "Owner" access"), access for non-administrators can be set in a few different ways.  Choosing the Restriction Method Go to […]

Connected Instances

In this guide we will cover: – Creating an Application – Linking a Connected Instance – Creating a Linked Ticket List – Using a Linked Ticket List – Email identification (v2.228.1+) Connected instances can be used to allow agents from two separate Halo instances to work on the same ticket list. In this example, we […]

Sensitive Tickets

In this guide we will cover: – What are sensitive tickets? – How to Mark a Ticket as Sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in the end […]

Example of how to implement Request Signing for Integration Runbook Authentication

This article gives example code for how to implement http request signing for the "Validate Signature using Secret Key" authentication method in Integration Runbooks. This involves your application and Halo sharing a "Secret Key". Your application will sign all requests that are sent to the runbook start URL using this secret key. Halo will verify […]

Change Advise Boards (CABs)

In this guide we will cover: – Creating a CAB – Importing CAB Members via Entra – Microsoft Teams Notifications – CAB Roles – Adding a CAB to an Approval Process – Choose which CAB Members are needed for Approval each Time  – Prevent Users and Agents approving their own Requests when part of a CAB […]

Restricting User Access to Services

In this guide we will cover: – How to Restrict access to the whole Service Catalogue – Configuring Access to Service Categories – Configuring access to specific services – Restricting Access when a service belongs to multiple categories – Restricting Access to Buttons within a Service Services within the service catalogue can be restricted to […]

PandaDocs Integration

In this guide we will cover: – What is the PandaDocs Integration? – Connecting to PandaDocs – Setup for creating Documents using a chosen template  – Setup for Creating Documents from an Uploaded file What is the PandaDocs Integration? The PandaDocs integration allows you to create documents in PandaDocs from your Halo instance. The document […]

Knowledge Base Articles in the User Portal

In this guide we will cover: – Enabling the Knowledge Base Area – Showing User Article Views – Setting Article Restrictions – Setting FAQ Restrictions – Showing/Hiding Article Details – Pin the FAQ list to the page  – Allow Users to leave feedback on Articles Enabling the Knowledge Base Area First, the knowledge base area […]

Halo Tab Customisation

In this guide we will cover: – Enabling Multiple Tab Functionality – Open in a New Tab – Using Multiple Tabs Related Guides: Customising the Agent Application The multiple tab functionality makes it easy to seamlessly switch between different areas of your instance without losing your place, and keeps important tabs open without cluttering your […]