Problem and Change Management Using Fully Configured Workflows
In this guide we will cover: – Raising Problems – Dynamic Visibility of the Service Status Note – The Problem/Resolution Finder – Workflow Progression when the Cause is Identified – Workflow Progression when the Cause is Not Identified – Suggested Articles on the Ticket Creation Screen of the Portal Associated Guides: Workflows Change Management Ticket […]
$-Variables (Dollar Sign Variables)
In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Adding Prefixes (v2.192.1+) What Variables can be Used Variables can be used throughout HaloPSA for a variety of functions, some of which include: Returning Ticket-specific information on emails. Returning date-specific information on invoices. […]
Suppliers in Halo
In this guide we will cover: – Enabling Suppliers – Suppliers Area – Creating Suppliers – Column Profiles and Lists – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import – CSV/XLS/Spreadsheet Method Enabling […]
How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues, An Explanation of Ticket Symbols
Surveys
In this guide we will cover: – Survey Creation – Adding Survey Custom Fields and Configuring a Field Group – Adding the Survey link to the Ticket Closed email template – Setting Percentage of Tickets to Send Surveys on – Team-Level option to set whether Surveys are sent – End-User Confirmation Associated Admin Guide: Surveys […]
Statuses
In this guide we will cover: – Status Configuration – SLA Settings – Email Settings – Miscellaneous Settings – Load Balance Restrictions – Ticket Type Status Changes – Workflow Status Restrictions (v2.184.1+) For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses […]
Sending Requests Across 2 Instances
In this guide we will cover: – Setting up the Suppliers Module – Configuring the API Access Following v2.184+ this functionality as been enhanced. If you are on a version on or above this see our guide Syncing Tickets Between Instances. It is possible to send requests across two instances when the HaloCRM -> HaloITSM integration […]
Workflows
In this guide we will cover: – Amending/Adding Workflows – Adding a Closure Approval Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Associated Admin Guides: Workflows Associated Guides: Operational Level Agreements Departments Workflows allow you to […]
Approval Delegation
In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Enabling Agent Delegation (v2.190.1+) Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a few settings in various areas of Halo. Time durations can […]
Operational-Level Agreements (OLAs) on Workflows
In this guide we will cover: – Example Workflow – Configuring OLAs – Reporting on OLAs Related Guides: Modifying and Adding Workflows What are OLAs? Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will be […]
