How to Create New Request Buttons within a Service

Creating service request buttons via the service details table. The custom scribe iframe can be found for this within the lesson "The Service Catalogue – Advanced Configuration" 1. Add a new service request button. 2. Name the button, I have named this one 'Request Microsoft software' 3. Now choose the ticket type this button will […]

Embedded Chat not loading on website with Embedded Form

The Chat is not loading/showing on a website which also has an Embedded form. Symptom includes this error in the console when loading the page: The Chat embed code needs to be above the Form embed code within the webpage HTML. This is so the Chat can load before the Form to prevent any conflict.

KeyCloak Integration

In this guide we will cover: – What is the KeyCloak Integration? – Connecting to KeyCloak – User and Agent Mapping Related Guides: SAML 2.0 What is the KeyCloak Integration? The KeyCloak integration allows use of SAML to authenticate users and agents. Connecting to KeyCloak Go to the SAML (AD FS) integration within Halo and […]

Link Excel to Halo Report

In this guide we will cover: – Setting an Access Level on a Report – Setting Up Excel Setting an Access Level on a Report We first need to gather the API link to access the report. This can then be concatenated onto your URL.  The API extension on your report can be found within […]

Project Hierarchies

In this guide we will cover: – What are project hierarchies? – How does the project hierarchy affect ticket functionality? What are Project hierarchies? Project hierarchies are used to determine if a project ticket is classed as a 'Project' or a 'Project task'. Projects are used to organise project tasks, with many project tasks belonging […]

New Portal Anonymous Usage

Allow anonymous access to the new user portal. v2.21 and onwards. Enable anonymous access by disabling this checkbox on the Config > Self Service Portal settings page. Then choose a site for Anonymous users tickets to be logged at. You should then be able to access the portal without being logged in. If using multiple […]

Site Address Lookup Custom Field

This custom field provides a dropdown of the site addresses for a customer select distinctssitenum as [ID],concat(sdesc,' ',Asline1,' ',Asline2,' ',ASLine3,' ',ASLine4,' ',Asline5) as [Display]from Siteleft join area on sarea=aarealeft join tree on treeid=atreeidleft Join AddressStore on AddressStore.assiteid = ssitenumwhere isnull(sisinactive,0)<>1and isnull(AIsInactive,0)<>1and isnull(ASInActive,0)<>1and sarea = (select aarea from users left join site on usite = ssitenum left join area on sarea = aarea where uid = $userid)

Automatic Ticket Updates via Email

In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]

Email Templates and their System Use

In this guide we will cover: – Email templates and when they are used – Variables Admin Guides: Email Templates Related Guides: Email Templates Email templates and when they are used Email templates in Halo are used to create pre-formatted emails. These templates can be found in Configuration > Email > Email Templates. Each template […]

Qualys Integration

In this guide we will cover – How to connect to the Qualys integration – How to import assets using the Qualys integration  Connecting to Qualys First ensure the module is enabled. Head to configuration > integrations, use the '+' symbol to enable the integration.  Fig 1. Enable module Now click into the module to […]