Change Management

In this guide we will cover: – Change Management Explained – Types of Change – Change Management Tab – Approval Processes – Approval Step on a Workflow – Change Freeze Periods  – Asset Dependencies – Change Calendar – Date Dependencies Admin Guides:  Change Management  Change Management When a change request ticket is raised, this should be […]

Actions: System Uses

In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]

Web Announcement

In this guide we will cover: – What are Web Announcements? – Setting an End Date – Overrides – Visibility  – Permissions What are Web Announcements? Web announcements are messages that are displayed to all users on the End-User Portal. They can be set as seen below. Fig 1. Web Announcement option. Setting an End […]

Restricting Agent Reporting Access

In this guide we will cover:  – Setting Agent Restrictions for the Reporting Module – Setting Agent Restrictions for Specific Reports – Setting Restrictions for the Types of Reports Agents can Create – Reporting with Sensitive tickets Setting Agent Restrictions for the Reporting Module If you would like certain agents to have no access to the […]

Pulling Report Data into a PDF template

In this guide we will cover: – Adding a Report to a PDF Template – Filtering reports for a specific entity PDF templates are used to apply set formatting to various entities in Halo. The following entities can also have reporting data added to their template: Tickets Quotations Sales Orders Purchase Orders Invoices  Agreements  Assets […]

Deferred Revenue for Pre-Pay

In this guide we will cover: – Setting up Deferred Revenue – Setting Up a Project to have it's Revenue Deferred  – Invoicing the Project – Creating the Project – Recognising Revenue as work is completed – Invoicing from the Sales Order – Deferred Revenue for Down payments Halo has the ability to configure deferred […]

Making Use Of Canned Text and $ Variables

In this guide we will cover: – Using Canned Text – Creating Canned Text – Variables – Canned Text Access Control – Team Specific Canned Text – Canned Text Favourites Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no […]

Advanced SLA Settings

In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event – Setting Multiple SLA Response Targets Associated Guides: Service Level Agreements SLA […]

Ninja Systray Icon

In this guide we will cover: – Modifying Ninja Emails – Creating a Halo Email Rule Related Guides: NinjaOne Integration If you are using the Systray Icon in NinjaOne that raises tickets, this can be modified so that tickets are created in Halo. Modifying Ninja Emails In Ninja, go to Configuration > Branding > Systray […]

Making Dashboards Available to Users on the Self-Service Portal

In this guide we will cover: – Sharing a Dashboard to the Portal – Publishing a Dashboard Sharing a Dashboard to the Portal Configuration > Reporting > Dashboards > *Click New*  When configuring an in-app dashboard Fig 1. Dashboard Type You can use the User Access tab to determine who can see the dashboard on […]