Recurring Billing Profiles (Import Recurring Invoice Lines)

In this guide we will cover: – What are Recurring Billing Profiles? – How to create a billing profile  – Importing Recurring Invoice Lines – Worked Example What are Recurring Billing Profiles?  Recurring Billing Profiles are used when importing recurring invoices lines into Halo from a csv file (spreadsheet). When importing lines each row in the […]

Customers and Importing/Migrating Data

In this guide we will cover: – Customer records – Creating a New Customer – Importing Customers Customer Records This screen provides an overview of your customer records. Customers are the organisations/companies that you support and maintain services for. From here you can search your existing customer records or create new ones. You can also […]

Service/Application Availability Management

In this guide we will cover: – What is Service availability tracking? – How to set up service availability tracking – Be notified if a service is down – Reviewing downtime  What is Service availability tracking? Service and application availability tracking in Halo allows you to track the amount of uptime and downtime that has […]

An Introduction to the Knowledge Base

In this guide we will cover: – What is the Knowledge Base? – Viewing, Editing and Adding Articles – Configuring Article Suggestions – Adding Videos to Articles – Cloning Articles – Reporting on Articles – KBs on a Ticket Type – KBs on the Self-Service Portal Admin Guides: Knowledge Base Ticket Types Related Guides: FAQ […]

Performing Ticket Approvals via API

1. Get Ticket Information First, retrieve the ticket details by making a GET request to: /api/tickets/{ticket_id} The response will contain an approvers array. Each approver entry contains: name – The approver's display name emailaddress – The approver's email user_id – The approver's user ID seq – Required for approval submission actionnumber – Required for approval […]

Creating Report Data Within a Runbook (Matching and Merging to Existing Alert Tickets)

In this guide we will cover: – Creating Report data within a Runbook – Worked Example – have email alerts merge based on alert ID Creating Report Data within a Runbook Report queries can be within integration runbooks to obtain data from your Halo database to be used as part of the runbook.  This guide […]

$-Variables (Dollar Sign Variables)

In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Formatting Variables – Variable Suggestions (v2.228+) Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of […]

Document Management for Customers, Sites and Users

In this guide we will cover: – What is Organisation/Customer, Site and User Document Management? – Managing Documents Under Organisation/Customer, Site and User profiles – Additional Functionality Document Versions Have users upload documents in the portal Note: The functionality outlined in this guide differs to managing documents within the documents module, this guide below requires […]

Suppliers

In this guide we will cover: – Enabling Suppliers – Creating Suppliers – Viewing Supplier Profiles  – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API – Allow Supplier Contacts to Access the Portal Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import […]

PopUp Notes For Customers & Contacts

In this guide we will cover: – What are Popup notes? – How to create Popup notes What are Popup notes? It's possible to add popup notes against customers or contact records. This means that whenever a ticket associated to that customer/contact is loaded, the pop-up note shows to all agents. Pop-up notes can be […]