Asset Template Creation

In this guide we will cover: – What is an asset template? – How to create and use an asset template What is an asset template? Asset templates can be used as a base when creating new assets. Information about the asset can be saved to an asset template, then when creating a new asset […]

Restricting Field Access & Visibility

In this guide we will cover: – Restricting Field Access on a Ticket Type Restricting Field Access on a Ticket Type Restricting certain roles from being able to access particular fields on a ticket type is done within the ticket type level. Go into Configuration > Tickets > Ticket Type and enter the edit mode, […]

Automated Tickets – Next Call Date

In this guide we will cover: – How to create an automated ticket based on the Next Call Date field Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding […]

Snow Integration

In this guide we will cover: – What is the Snow Integration? – Connecting to Snow – Customers – Assets – Software Licences – Syncing What is the Snow Integration? On-premise instances of Snow can be integrated with Halo to import and manage assets. The integration will work for both internal and publicly accessible instances […]

Iframe Custom Tabs on Assets

In this guide we will cover: – How to create a new custom tab for an Iframe – How to apply this custom tab to an asset type Using Iframes within custom asset tabs will allow you to view an external site/page from within your asset. Configuring the Custom Tab To add custom tabs to […]

Mail Campaigns

In this guide we will cover:  – Enabling Mail Campaigns – Creating a Campaign – Blast and Nurture Campaigns – Using Metrics – History – Allow Users to Unsubscribe from Mail Campaigns – Cancelling/Completing Campaigns – Example Nurture Campaign  This initial release of Mail Campaigns in Halo will allow you to queue up templated emails […]

Confluence Integration

In this guide we will cover: – What is the Confluence Integration? – Connecting to Confluence – Using the Integration – Viewing Confluence Articles in the Portal What is the Confluence Integration? The Confluence integration is used to import and update knowledge base articles from Confluence into Halo. Allowing you to use the formatting tools […]

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 To see what each setting against an asset type does, check out the associated admin guides: Admin Guides: Asset Types Asset Groups  Configuring asset types and groups in Halo will […]

Surveys

In this guide we will cover: – Survey Creation – Adding Survey Custom Fields and Configuring a Field Group – Adding the Survey link to the Ticket Closed email template – Setting Percentage of Tickets to Send Surveys on – Team-Level option to set whether Surveys are sent – End-User Confirmation Associated Admin Guide:  Surveys […]

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 […]