Approval Processes

Configuration > Tickets > Approval Processes Associated Guides: Approvals Approval Process Approvers Field Type Description Setup Processes Button This button opens up the menu for setting up Approval Processes. The fields in here are described below. Process Rules Button This button opens up the menu for setting up Approval Process Rules. The fields in here […]

Actions

Configuration > Tickets > Actions Configuration > Sales > Actions Related Guides: Actions Actions – System Uses If certain Actions are not appearing on your Tickets as you expect, check the following things to make sure that the configuration of the action has been set up correctly: If there is a workflow set, does the […]

Call Scripts

Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Related Guides: Call Scripts Details Field Type Description Test Script Button (Action Button Top Right) This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked. […]

Statuses

Configuration > Tickets > Statuses Configuration > Sales > Statuses Related Guides: Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is displayed in lists. Sequence Header This is the sequence value of the Ticket Status, and will dictate where it appears in […]

Tickets General Settings

Configuration > Tickets > General Settings Guides: Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching) Ticket Groups Configuring Additional Agents New Ticket Settings Field Type Description Default Ticket Type for New Tickets Single Select Global default ticket type. When clicking 'new ticket' from within a ticket area (or not setting a ticket type for […]

Ticket Link Types

Configuration > Tickets > Ticket Link Types The functionality here is only used when the setting in Tickets General Settings for "Split child Tickets tab into Ticket link types" is enabled. On Ticket Type level, a default "linking type" can be specified for linking tickets of that type. When checked, the Child Tickets tab on ticket […]

Problem Management

Configuration > Tickets > Problem Management Check out the guides for more information on Problem Management, the same guides can be found on the HaloPSA Academy: Problem and Change Management Using Fully Configured Workflows HaloPSA Academy – Problem and Change Management Using Fully Configured Workflows The Problem Finder functionality is part of the small AI box […]

Canned Text

Configuration > Tickets > Canned Text Configuration > Sales > Canned Text Related Guides: Canned Text Overview Screen Field Type Description Import Canned Text via Spreadsheet Button This will open up the menu for importing Canned Text content via an XLS import. This will require the upload of a correctly formatted .xls file which will […]

Field Groups

Configuration > Tickets > Field Groups These Field Groups are used when configuring Field Lists on Actions and Tickets, etc.. Check out the guides for more information on Fields, the same guides can be found on the HaloPSA Academy: Ticket Types (Field Lists) HaloPSA Academy – Ticket Types (Field Lists) Table View Field Type Description Name […]

Ticket Views

Configuration > Tickets > Views Field Type Description Default View Single Select The selection made here will dictate the default View that any Agents viewing the Tickets screen will use. This can be overridden on a per-Agent or per-Team basis.  Default List Single Select Should "My Lists" be chosen as the Default View, then the relevant […]