How to Create New Request Buttons within a Service

Creating service request buttons via the service details table. The custom scribe iframe can be found for this within the lesson "The Service Catalogue – Advanced Configuration" 1. Add a new service request button. 2. Name the button, I have named this one 'Request Microsoft software' 3. Now choose the ticket type this button will […]

Link Excel to Halo Report

In this guide we will cover: – Setting an Access Level on a Report – Setting Up Excel Setting an Access Level on a Report We first need to gather the API link to access the report. This can then be concatenated onto your URL.  The API extension on your report can be found within […]

Project Hierarchies

In this guide we will cover: – What are project hierarchies? – How does the project hierarchy affect ticket functionality? What are Project hierarchies? Project hierarchies are used to determine if a project ticket is classed as a 'Project' or a 'Project task'. Projects are used to organise project tasks, with many project tasks belonging […]

Site Address Lookup Custom Field

This custom field provides a dropdown of the site addresses for a customer select distinctssitenum as [ID],concat(sdesc,' ',Asline1,' ',Asline2,' ',ASLine3,' ',ASLine4,' ',Asline5) as [Display]from Siteleft join area on sarea=aarealeft join tree on treeid=atreeidleft Join AddressStore on AddressStore.assiteid = ssitenumwhere isnull(sisinactive,0)<>1and isnull(AIsInactive,0)<>1and isnull(ASInActive,0)<>1and sarea = (select aarea from users left join site on usite = ssitenum left join area on sarea = aarea where uid = $userid)

Email Templates and their System Use

In this guide we will cover: – Email templates and when they are used – Variables Admin Guides: Email Templates Related Guides: Email Templates Email templates and when they are used Email templates in Halo are used to create pre-formatted emails. These templates can be found in Configuration > Email > Email Templates. Each template […]

Automatic Ticket Updates via Email

In this guide we will cover: – Benefits of providing Automatic ticket updates via email – How to provide Automatic ticket updates via email – How to request ticket updates via email Admin Guides: Email (General Settings) Benefits of Providing Automatic Ticket Updates via Email In this guide we will cover how to provide users […]

Link a User to an Action

In this guide we will cover: – Variables on Actions – Using Variables in Links Variables on Actions Within Halo you can use a dollar variable to link users to an action. There are default attachment options at the action level, so the use case may be you need the customer to sign for something, […]

Starting a Workflow from an Action

In this guide we will cover: – Setting a Workflow on an Action – Use on a Ticket Admin Guides: Actions Workflows Setting a Workflow on an Action In Configuration > Tickets > Actions, you can select the action you wish to apply this to. Under the Details tab of the action, there is a […]

Product Price Overrides

In this guide we will cover: – How to Set Price Overrides for a Product – Examples For each Product in Halo, the price and cost can be set to change dynamically based on who is purchasing the item and/or the supplier providing it. More specifically: The supplier the item is being purchased from The […]

Emails with New Ticket Hyperlinks

In this guide we will cover: – Sending Specific URLs – Prefilling Form Data using URLs Sending Specific URLs When sending an email to a user that contains a hyperlink to the portal you can send them to a specific page on the portal by simply copying the URL for the specific page. For example […]