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, […]
Ticket Groups
In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides: Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]
Add Attachments to Child Tickets from Parent Tickets
In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]
Custom Fields
In this guide we will cover: – What are custom fields? – Creating a new Custom Field – Displaying Custom Fields – Setting Validation for date fields – Access Control – Using Variables in Custom Fields Admin Guides: Custom Fields What are custom fields? Custom fields can be used to collect and store additional information […]
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 Associated Guides: Service Level Agreements SLA Workdays Admin Guides: Service Level […]
Configuring HaloPSA for a Co-Managed Support Setup
In this guide we will cover: – Permissions – Allocating Tickets to their Respective Teams – Granting Access to Certain Actions – A Summary of the Setup – Agent-Level Client Restrictions Tab Associated Admin Guides: Agents Roles Associated Guides: Ticket Rules Ticket Areas Ticket Groups If you are looking to configure HaloPSA to suit a […]
Additional Agents
In this guide we will cover: – Configuring Additional Agents – Adding Agents to a Ticket Type – Adding Additional Agents to a Column Profile – Notifications If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can be added as additional agents. This feature essentially treats […]
Event Management
In this guide we will cover: – Setting up Event Management – Creating an Event Rule – Overseeing Events Event management allows you to manage the events that are triggered by Asset Management and Alerting integrations using webhooks. Using this module you can create rules to determine which events log tickets and control the fields/configuration […]
Scheduled Tickets
In this guide we will cover: – Creation Screen – Schedule – Adding From Client Level Admin Guides: Scheduled Tickets Ticket Types Related Articles: Parent and Child Tickets Ticket Templates Linking Assets For a detailed list of each configuration option and the description of what it does, refer to the Admin Guide. Using scheduled […]
