Sensitive Tickets
In this guide we will cover: – What are sensitive tickets? – How to mark a ticket as sensitive – Who can see sensitive tickets? – Reporting on sensitive Tickets What are Sensitive Tickets? Any ticket in Halo can be marked as being 'sensitive', doing this will restrict who can see this ticket, both in […]
Altering Ticket Types
In this guide we will cover: – What are Ticket Types? – Creating a Ticket Type Admin Guides: Ticket Types Related Guides: Modifying and Adding Workflows Service Level Agreements (SLAs) Statuses Note: We cover a lot of the most used settings in this guide, but there are a lot more options. For detail on what […]
Ticket Types (Field Lists)
In this guide we will cover: – Adding to Your Field Lists – Modifying Fields – Asset Dependencies Tab – Adding Signature Fields to Ticket Types Associated Admin Guides: Ticket Types If you head to Configuration > Tickets > Ticket Types, you will be presented with a list of all of the ticket types currently […]
Ticket Tabs
In this guide we will cover: – Types of Tab – Custom Tabs – Customising Tab Layout Associated Admin Guides: Asset Relationships Budgets Chat Custom Fields Custom Tabs General Settings (Appointments) General Settings (Call Management) General Settings (Project Management) Items & Stock Control Ticket Types Related Guides: Adding in a Project Plan Altering Ticket Types […]
Grouping Tickets by Ticket Type to Improve Ticket List View
Ticket Groups
In this guide we will cover: – Use Case – Configuring Groups – Setting Agent/Role Restrictions Admin Guides: Tickets General Settings Agents Ticket Types Use Case Ticket types can be grouped, which has a great use case for delegating ticket type access on roles. Now if there are new ticket types added to your halo, […]
Add Attachments to Child Tickets from Parent Tickets
In this guide we will cover: – Copy Attachments from Parent to Child Tickets Copy Attachments from Parent to Child Tickets If you would like to copy attachments from a parent to a child ticket you can use the setting at the ticket type level displayed below Configuration > Tickets > Ticket Types > Details: […]
