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Introducing ARR Milestones. When we grow, you save.

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Introducing ARR Milestones. When we grow, you save.

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FAQ List: Ticket Processing

$-Variables (Dollar Sign Variables)

In this guide we will cover: – What Variables can be Used – PDF Variables – Using Variables in Custom Fields – Adding Prefixes – Variable Suggestions (v2.228.1+) 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 […]

Suppliers

In this guide we will cover: – Enabling Suppliers – Creating Suppliers – Viewing Supplier Profiles  – Tickets with Suppliers – Associating a Supplier (Items, Contracts, Assets, Documents, Purchase Orders) – Contacting a Supplier via the API – Allow Supplier Contacts to Access the Portal Admin Guides: Email (General Settings) Suppliers Related Guides: Asset Import […]

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 Admin Guides:  Surveys 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 For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links: Statuses Ticket Types Statuses are […]

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 […]

Workflows

In this guide we will cover: – Creating Workflows – Creating a Workflow Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions – Viewing the Workflow from a Ticket Admin Guides: Workflows Workflows allow you to structure the process a Ticket goes through before […]

Approval Delegation

In this guide we will cover: – Ad-hoc Approvers – Enabling User Delegation – Breakdown of Achieving Approval Delegation – Activate Approval Delegation Automatically when a User is Out of Office – Enabling Agent Delegation Ad-hoc Approvers Within Halo we can set Approval Users to Delegate their approvals if required. This is done through enabling a […]

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 […]

Attachments Tab Table View on Tickets

In this guide we will cover: – Configuring the Attachments Tab as a Table Configuring the Attachments Tab as a Table You can set the attachments tab on a ticket to show as a table (this is a global setting): Configuration > Tickets > General Settings > Advanced: Fig 1. Show the Attachments tab as […]