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 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 (if ticket is raised manually) […]
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 […]
