Ticket View Overrides

In this guide we will cover: – Hierarchy Used for View Overrides – Override Locations Hierarchy Used for View Overrides Overrides can be set in various locations to determine the view, filter profile or column profile that is used for a ticket list. The view that will be used when viewing ticket lists will be […]

Acknowledgement Email Hierarchy

In this guide we will cover: – Acknowledgement Email Flow – Setting locations – Additional Settings to Consider There are various places in Halo to set whether an acknowledgement email is sent out to a user. This allows you to automate who receives an acknowledgement email.  Acknowledgement Email – An email sent out to user(s) automatically […]

Time zone Overrides

In this guide we will cover: – Time zone Override Hierarchy  –  Determine if the SLA is using agent or user working hours – Override Locations Time zones can be set in various places in Halo, with the time zone set in some places overriding others.  Time zone Override Hierarchy  Time zone hierarchy used for […]

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 – Additional Settings to Consider Hierarchy Used for Mailbox Overrides The mailbox that will be used when sending an email to the end user of a ticket will be determined by the following hierarchy: – […]