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 […]

Additional Agents

In this guide we will cover: – What are Additional Agents?  – Configuring Additional Agents – Updating Additional Agents – Adding Additional Agents to a Column Profile – Notifications – Adding Additional Agents to an Appointment What are Additional Agents?  If there are multiple agents working on a ticket, the agents that are not assigned but […]

Creating a Report From an Action

In this guide we will cover: – 'Generate Report' System Use – Use on a Ticket – Filtering the Report with Variables 'Generate Report' System Use To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) […]

Searching Entities

In this guide we will cover: – Global Searching – Entity Specific Searching – Searchable Parameters per Entity – Filter and Sort Results – Self-Service Portal Searching – Advanced Searching – Searching Configuration Settings Global Searching When looking for something in your instance the global search bar can be utilised to quickly find the specific […]

Approval Process Approvers

In this guide we will cover: – "Approve by" Options – Approval Overrides – Approver Notes Admin Guides: Approval Processes Related Guides: Approval Delegation Approval Processes Overview  Approval Process for a Users Department Manager "Approve by" OptionsIn order to get to this menu, you will need to head to Configuration > Tickets > Approval Processes […]

Journeys

In this guide we will cover: – What are Journeys? – The Journey Actions – Tracking Open Journeys What are Journeys?  Journeys are used to track time on site, including the travel time. A journey can be started within a ticket using the 'start journey button'. Once the journey is started a time will begin […]

Dynamic SQL Lookup Fields – Customer Specific Lookup

In this guide we will cover: – How to complete custom specific lookups for dynamic fields If you are looking to create customer specific lookups (such as a lookup of a customer’s sites) you can use the $-userid field in the dynamic SQL query. If you structure the query in a certain way this will […]

Tile and Kanban HTML $ Variables

Here is a list of the $ variables you can use for the Tile HTML and Kanban HTML in the views modules of tickets and sales. (Configuration > Tickets > Views > Column Profiles or Configuration > Sales > Views > Column Profiles)             "flagged",           […]

Service Status Monitoring

In this guide we will cover: – Monitored Services – Setting up a Monitored Service (Email Alerts) – Ticket Driven Service Monitoring – Service Monitoring in the Portal – Service Monitoring and Live Chat – Notify Users/Agents when a Service Status Changes Monitored Services Services in Halo can also be configured as 'monitored' services, which […]

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 […]