Restricting Agent Reporting Access
In this guide we will cover: – Setting Agent Restrictions for the Reporting Module – Setting Agent Restrictions for Specific Reports – Setting Restrictions for the Types of Reports Agents can Create – Reporting with Sensitive tickets Setting Agent Restrictions for the Reporting Module If you would like certain agents to have no access to the […]
Pulling Report Data into a PDF template
In this guide we will cover: – Adding a Report to a PDF Template – Filtering reports for a specific entity PDF templates are used to apply set formatting to various entities in Halo. The following entities can also have reporting data added to their template: Tickets Quotations Sales Orders Purchase Orders Invoices Agreements Assets […]
Making Use Of Canned Text and $ Variables
In this guide we will cover: – Using Canned Text – Creating Canned Text – Variables – Canned Text Access Control – Team Specific Canned Text – Canned Text Favourites Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no […]
Advanced SLA Settings
In this guide we will cover: – Preventing the Priority of a Ticket Being Edited – Extending/Delaying Response and Resolution Targets – Justifying a Breached Target – Override SLA Targets with Ticket Fields (Ad-hoc SLA) – Re-setting the Respond by Target after an Event – Setting Multiple SLA Response Targets Associated Guides: Service Level Agreements SLA […]
Using HaloDBLookupService to set up a Database Lookup for an external SQL Server Database
In version 2.109+ there is a new connection option for database lookups "External SQL DB (different network from Halo)". This connection method allows you to host a web application called "HaloDBLookupService" on your own network which can connect to your own SQL Server databases. The Halo API then connects to this Service using requests signed […]
Making Dashboards Available to Users on the Self-Service Portal
In this guide we will cover: – Sharing a Dashboard to the Portal – Publishing a Dashboard Sharing a Dashboard to the Portal Configuration > Reporting > Dashboards > *Click New* When configuring an in-app dashboard Fig 1. Dashboard Type You can use the User Access tab to determine who can see the dashboard on […]
Agent Notifications for Errors in the Halo Integrator/Email Processing
In this guide we will cover: – How to enable notifications, per agent, when there are errors in the Halo integrator or email services Agents can receive error notifications for Outgoing and Incoming emails as well as the Halo Integrator by using these settings located at Agent > Preferences > Notifications: Fig 1. Enable notifications […]
Setting Up Message Approval for Outlook
Whether you're initiating a mailbox for the first time or implementing additional security measures, requiring message approval before sending from a mailbox is a prudent strategy. In Exchange Online, this process is known as moderation, where a designated approver, or moderator, reviews messages before they are sent. This guide outlines the steps to set up […]
Additional Agents
In this guide we will cover: – What are Additional Agents? – Adding the Additional Agents Field – Setting Additional Agents – Notifications – Adding Additional Agents to an Appointment What are Additional Agents? If there are multiple agents working on a ticket, the agents that are not assigned but important to the ticket, can […]
Configuration Change Tracking and Instance Pipeline Management
Overview This comprehensive guide covers configuration management in Halo, including: Enabling and tracking configuration changes Managing changes between UAT and Production environments Rolling back changes when needed Synchronizing instances Pipeline Discipline: Essential Knowledge (critical rules for pushing changes safely) Importing and exporting configurations Getting Started: Enabling Configuration Tracking Before using configuration tracking features: Navigate to […]