Project Management Overview
In this guide we will cover: – What is a Project? – Ways of Creating Projects – Example Overview of a Project What is a Project? Projects are used to track progress on larger objectives that require several smaller steps to be completed. A project consists of a main objective and its associated sub-tasks, known […]
Optional Services
In this guide we will cover: – What are Optional Services? – Displaying Optional Services in the Service Catalogue – Optional Services Visibility Admin Guides: Services Related Guides: Allow Users to Self-Issue Items The Service Catalogue Service Catalogue The Service Catalogue – Advanced Configuration What are Optional Services? Optional services allow your users to pick additional […]
Progressive Web Application
In this guide we will cover:– What is the Progressive Web Application – Agent Application Progressive Web App – Portal Web Progressive App (v2.218+) What is the Progressive Web Application The progressive web app allows you to install Halo on your desktop for easy access. Opening the app will take you straight to your Halo, […]
Handling Attachments/Files in Runbooks
In this guide we will cover: – Sending Attachments to Halo – Obtain Halo attachment ID – Sending a File in Halo to another Service/Tool – Receiving (GET) Attachments – Upload Attachments to Halo Entities (Update Attachment API action) – Obtain a Downloadable Link for a File in your Halo instance (Get Attachment link API […]
AI Acknowledgement Emails
In this guide we will cover: – Using AI to Generate Acknowledgement Emails – Adding an AI response to a template Related Guides: Boost Ticket Processing using AI Using AI to Generate Acknowledgement Emails AI can be used to send out acknowledgement emails when a ticket is logged. From v2.216 you can set this per […]
Project Setup Wizard
In this guide we will cover: – What is the Project Setup Wizard? – Creating Projects – Creating Project Tasks What is the Project Setup Wizard? Available as of v2.214.1+, the Project Setup Wizard is a tab available on Quotations and Sales Orders to directly create a custom project setup based on products that have […]
Peppol e-Invoicing via Tickstar
In this guide we will cover: – What is Peppol e-Invoicing via Tickstar? – Installing the Integration – Authentication Configuration – Integration Customisation – Enabling the Integration – Invoicing Syncing and Error Logs What is Peppol e-Invoicing via Tickstar? Peppol e-Invoicing via Tickstar allows you to configure the Peppol (Pan-European Public Procurement Online) e-Invoicing integration […]
API Applications with Organisation access
Enable Multi-tenancy so that you can create multiple organizations Create departments within the organizations. These departments will be assigned to your API Agents. Create an Agent and enable the setting for "Is API Agent", then assign them access to a department from the correct organization Go to the customer records that should be part of […]
Advanced Agent Restriction
In this guide we will cover: – What are Departments? – What are Teams? – What are Roles? – Restricting Administrator Access – Restricting Reporting on Tickets – Build Permissions without Administrator Access Admin Guides: Agents Departments Roles Teams Related Guides: Access Control Departments Roles Teams This guide outlines how Agents, including those with the […]
Acknowledgement Email Hierarchy
In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email. Acknowledgement Email – An email sent out to user(s) automatically […]