Modifying and Adding Workflows
How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]
Project Management in Halo
An explanation of how you can start using projects and their basic features in Halo. Related Articles: Ticket types Actions Parent and Child Tickets The projects ticket area is used for internal, longer term changes or general projects with multiple milestones and stages if required. Projects have several features that can assist in the monitoring […]
Invoicing Explained
In this article we will cover: – Enabling Billing from Halo – Adding a Recurring Invoice – Contacts and Automation – Creating Invoices manually – Deleting and Editing invoices – Third Party Accounts Systems This guide assumes you have configured the required billing entities already (e.g. for the case of labour billing, you have set […]
Altering Ticket Types
In this guide we will cover: – What are Ticket Types? – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]
Creating Agents and Editing Agent Details
Instructions on modifying Agents Related Articles: Departments, Teams and Roles Permissions Areas To create a new agent manually, head to Configuration > Teams and Agents > Agents and press "New". Alternatively you can allow agents to create their own accounts using the Invite button and filling in the popup. When creating your […]
Ticket Templates
In this guide we will cover: – Creating a Template – Creating New Template Groups – Values Tab – To-Do Lists – Related Assets – Child Templates – General Configuration Options – Setting Custom Table Default Values – Applying Templates – Default Option on a Ticket Area – Saving a Ticket Template Based on the […]
Call Management
In this guide we will cover: – What is Call Management? – Ways to Open the Call Screen – Call Screen Walkthrough – Customising the Call Screen – Logging Tickets from a Call Admin Guides: Call Management Related Guides: Call Scripts Security Questions What is Call Management? Call Management is used when you have agents […]
Recurring Invoice Approvals
In this guide we will cover: – Enabling Recurring Invoice Approvals – Creating an Approval Process – Following the Approval Process Admin Guides: Approval Processes Recurring Invoices Related Guides: Approval Processes Overview Recurring Invoices Enabling Recurring Invoice Approvals In Configuration > Billing > Recurring Invoice Approvals, enable approvals with the "Enable Recurring Invoice Approvals" checkbox, […]
(HH:MM) Conversion of a field in SQL to Hours and Minutes
Converting a decimal hours field to an Hours and Minutes field ,left(CAST(CONVERT(VARCHAR,DATEADD(SECOND, {INSERT YOUR DECIMAL HOURS FIELD HERE} * 3600, 0),108) AS TIME), 5) as [Insert Field Name]
Double Line Spacing On Emails In Outlook
Sometimes, emails sent from Halo will display with extra line spacing when viewing them in Outlook desktop. The following is an explanation of how to fix this, read the entire explanation before deciding if this is the correct change you need to make. This issue is due to the discrepancy in how different HTML viewers […]