Tax Code Types

In this guide we will cover: – Types of Tax Code – What Each Type Sets This guide will cover each Tax Code that can be set within the system, where it is set, and when it is used. Tax Codes Where is it set? Related to an Integration? When is it used? Item tax […]

SLA Hold Reminder Overrides

In this guide we will cover: – Hierarchy Used for SLA Hold Reminders – Locations to Enable Hierarchy Used for SLA Hold Reminders SLA hold reminders follow a slightly different process from a typical override hierarchy. Instead of one taking precedence over another, disabling one takes precedence over any of the other areas where it […]

Screen Layout Overrides

In this guide we will cover: – Hierarchy Used for Screen Layout Overrides – Override Locations Hierarchy Used for Screen Layout Overrides The screen layout(s) that will be used within varying areas of the system will be determined by the following hierarchy: – Agent – Global Screen layouts can be set for Client/Customer, User, Site, […]

Chat Profile (for Self-Service Portal) Overrides

In this guide we will cover: – Hierarchy Used for Chat Overrides – Override Locations Different chat profiles can be overridden for Users within the Self-Service Portal with the below areas of the system. Hierarchy Used for Chat Overrides The chat profile that will be used within the Self-Service Portal will be determined by the […]

Home Screen Dashboard Overrides

In this guide we will cover: – Hierarchy Used for Dashboard Overrides – Override Locations Hierarchy Used for Dashboard Overrides The dashboard that will be shown on an agent's home screen will be determined by the following hierarchy: – Agent – Default Team – Global Override Locations Agent In Configuration > Teams & Agents > […]

Charge Type Overrides Explained

In this guide we will cover: – The charge type hierarchy – Overriding charge type rates – Worked example Charge Type Hierarchy  The default hierarchy used for Charge Types is as follows (with ticket type overriding all): Ticket Type Action Agent With the charge type applied on an action and the setting "Charge Type will […]

Mailbox Overrides

In this guide we will cover: – Hierarchy Used for Mailbox Overrides – Override Locations – Setting Mailbox access restrictions Hierarchy Used for Mailbox Overrides The mailbox that will be used when sending an email to the end user of a ticket in Halo will be determined by the following hierarchy: – Action – Customer […]

Message Group Overrides

In this guide we will cover: – The Hierarchy used for message group overrides – Supplier Message group – Location of each message group override setting Hierarchy used for Message Group overrides The message group that will be used when sending an email to the end user of a ticket in Halo will be determined […]

SLA Overrides

SLA's can be used in Halo to track the contractual agreement between the client and company for response and resolution times of service desk tickets. To visualise the hierarchy of this, the below bulleted list gives the outline of where an SLA Override is set. To begin this explanation, it is important to understand the […]