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 Check out the guides for more information on Actions, the same guides can be found on the HaloPSA Academy: Actions HaloPSA Academy – Actions Actions – System Uses If certain Actions are not appearing on your Tickets as you expect, check the following things to […]
Call Scripts
Configuration > Tickets > Call Scripts Configuration > Call Management > Call Scripts Check out the guides for more information on Call Management, the same guides can be found on the HaloPSA Academy: Call Management in Halo HaloPSA Academy – Call Management in Halo Field Type Description Test Script Button (Action Button Top Right) This button […]
Statuses
Configuration > Tickets > Statuses Configuration > Sales > Statuses Check out the guides for more information on Statuses, the same guides can be found on the HaloPSA Academy: Statuses HaloPSA Academy – Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is […]
General Settings
Configuration > Tickets > General Settings Guides: Distributing Tickets in Halo (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 […]
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 Associated Guides: Canned Text Viewing Quotes (Topic 5 covers Quote 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 […]
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 […]
Views
Configuration > Tickets > Views Configuration > Sales > Views Check out the guides for more information on Views, the same guides can be found on the HaloPSA Academy: Views HaloPSA Academy – Views Field Type Description Default View Single Select The selection made here will dictate the default View that any Agents viewing the Tickets […]
