Lookups

In this guide we will cover: – What is a lookup? – How to create a lookup – Worked Example – Filtering results with variables What are Lookups? Lookups use SQL scripts to populate fields with information that already exists in your database. For example you could have user's contact details fields populate automatically on […]

Setting up Two Factor Authentication

Two-factor Authentication; how to use and implement it. Agents can use 2FA (Two Factor Authentication) to secure their account for any reason seen fit. This could be for data protection, security whilst out and about using Halo on mobile or a laptop, or if you have staff using Halo in a public facing part of […]

Parent and Child Tickets

In this guide we will cover: – What are Parent and Child Tickets? – Identifying a Parent or Child Ticket – Linking Tickets Manually – Creating Child Tickets Automatically – Actions between Parent and Child Tickets – Child Ticket Behaviour when Merging Parent Tickets – Adding Child Tickets into the Column Profile Admin Guides: General […]

Scheduled Tickets

In this guide we will cover: –  What are Scheduled tickets? – Creating Scheduled tickets – Adding From Client Level What are Scheduled Tickets? Using Scheduled Tickets can inform your Agents of recurring events and monitoring to be done. This will generate a Ticket at a set time with a given interval (such as every […]

NinjaOne Integration

The following video covers the setup of the NinjaOne integration:                                                                                                                          This video from Renada Solutions will Cover the Mapping of Ninja Devices to Users in Halo:                                                                                                                          In this guide we will cover: – What is the NinjaOne Integration? – Configuring the NinjaOne Module – Organizations and Locations – Devices and Software – Alert […]

Microsoft Teams Integration

In this guide we will cover: – What is the Microsoft Teams Integration? – Main Configuration – Communicating with Users from Halo using Teams – Communicating in Teams using Chatbots – Prescence Notifications – Importing Shifts from Teams Related Guides: Call Pop-Up for Microsoft Teams Embedding your Halo Self Service Portal into Microsoft Teams Pushing […]

Self-Service Portal Customisation

In this guide we will cover: – Portal Customisation – Setting Portal Access – Home Screen – Tickets on the Portal Portal Customisation The Self-Service Portal can be customised in Configuration > Self-Service Portal. This guide will step you through each of the settings on this screen. These settings are used to change how your […]

Azure Deltas

In this guide we will cover: – What is an Azure Delta? – What are the benefits of using Azure Deltas? – How does enabling Azure Deltas impact the functionality of Microsoft Entra ID/CSP? – How to enable Azure Deltas? – What to consider when enabling Azure Deltas? – Using Azure Deltas with the Intune […]

Merging Tickets

In this guide we will cover: – What is Merging? – Merging Two Tickets – Unmerging Tickets What is Merging? Halo allows the merging of two tickets into one another. When tickets are merged, all actions and items (items from v2.240+) on one ticket are moved onto another. This can be done for a variety […]

Add an external agent to Halo and restrict their access

This article will cover how to add an agent to your Halo instance and restrict their access to Halo, this is useful for any external agents who might need to use the system to update tickets for their organisations but shouldn't have access to the wider system as a whole. The first step in this […]