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 […]
Appointments
In this guide we will cover: – Creating Appointments – Different Appointment System Uses On Actions – Appointment Creation Screen – Create From Calendar Screen – Creating a MS Teams Meeting from a Halo Appointment Associated Admin Guides: Appointment Types Exchange Calendars Calendars/ Appointments General Settings Halo provides the ability to have agents create appointments in […]
Ticket Rules
In this guide we will cover: – Ticket Rules – "Use" Dropdown – Details Tab – Global Settings (Configuration > Tickets > General Settings) – Criteria – Outcomes – Notifications – Adding OLAs – Manual Ticket Rules – Useful Ticket Rule Example Associated Admin Guides: Tickets General Settings Ticket Types Ticket Rules Ticket Rules Ticket […]
Agent Resource Booking
In this guide we will cover: – Agent Resource Booking Configuration – Ticket Type Configuration – Resource Booking via the Self-Service Portal – Linking to the Resource Booking screen via an Email Agent resource booking allows your technicians to send links to Customers directly from HaloPSA & allows Customers to find a suitable time to […]
Ticket Dashboards
In this guide we will cover: – Overview and Benefits – Creating your Dashboards – Creating Widgets – Dashboard Configuration Overview and Benefits Ticket Dashboards are an alternative way to view your ticket lists and various other important areas of Halo, such as custom tables and in-depth details of tickets. Ticket dashboards are like global […]
To-Do Lists
The following video is by Renada Elegant Solutions, one of our onboarding partners. This video covers setting up to-do lists, attaching them to tickets manually and also attaching pre-configured to-do lists by matching a ticket rule and applying a ticket template with a to-do list attached. The other more complicated setup explained in this guide, […]
Microsoft TeamsBot
In this guide we will cover: – Installing the Bot – Halo Configuration – Using the Bot – IPs for Whitelisting – Protocol and Ports Installing the Bot Installing the bot is currently a manual process, although it will be made available in the Microsoft Teams app store in the near future. Begin by downloading […]
Change Management
In this guide we will cover: – Change Management Explained – Types of Change – Change Management Tab – Approval Processes – Approval Step on a Workflow – Change Freeze Periods – Asset Dependencies – Change Calendar – Date Dependencies Associated Admin Guide: Change Management Change Management When a change request ticket is raised, this should […]
Actions: System Uses
In this guide we will cover: – Setting a System Use – System Uses and their Functions Admin Guide: Actions Setting a System Use System uses are configured functionality for certain actions within Halo. This system use can be set on an action in the "Details" tab on the "System Use" dropdown. Fig 1. System […]
Calendars and Appointments
In this guide we will cover: – Using the Calendar – Appointments in Tickets – Creating an Appointment All of the configuration options along with the description of each, can be found here: Calendars and Appointments General Settings. Also checkout the HaloPSA Academy guide on appointments: Guide You must create an academy account to access […]
