How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues, An Explanation of Ticket Symbols

Changing the Self-Service Portal Language

In this guide we will cover – Setting the General Language for the Self Service Portal – Changing the Language of the Self Service Portal for each Customer Site Related guides: Languages in Halo  Setting the General Language for the Self Service Portal The default language your Halo uses is set under Configuration > Language, […]

Grouping Tickets by Ticket Type to Improve Ticket List View

Concurrent Licensing and Agent App Session Improvements

In this guide we will cover: – Force logout button – Agent idle timeout Option – Improved Licence usage information – Concurrent licence usage limits per Team and Department – Concurrent agent online count logging Force logout button An option has been added to the agent profile screen that allows administrators to kick another agent […]

Charge Types

In this guide we will cover: – What is a Charge Type?   – How to Create and view Charge Types – Charge Type Overrides Admin Guides: Charge Types What is a Charge Type?  A charge type is a classification of work. Remote support and on-site support are both examples of different charge types. You […]

How to Restrict Users Access to Reports

In this guide we will cover: – Making Reports Available in the Portal  – Restricting which Reports Users can see in the Portal – Making a Report Publicly Available Making Reports Available in the Portal  Head to Configuration > Self Service Portal, and then to the Menu Buttons area. Here, add the button called 'My […]

Access Control – An Overview

In this guide we will cover: – An overview of access control   Non-administrator agents can be given access to specific entities in the configuration area, through the use of access control. These include:   Ticket Types Ticket Actions Field Groups Scheduled Tickets Macros Ticket Rules Workflows Custom Objects Approval Processes Approval Process Rules (v2.224.1+) […]

Automating Prices in Recurring Invoices

In this guide we will cover: – Update recurring invoice lines when Products are updated – How to have prices/costs on recurring invoices update automatically when the price/cost of an item is changed – How to update item and recurring invoice prices using product bundles – Set automatic percentage increases for invoice lines Update recurring […]

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, […]