Actions in Halo and their extensive customisation.
Related Articles;
- Workflows
- Ticket types
Working on a ticket requires Actions, these are the lifeblood of any production, resolution or implementation workflow.
Actions within a ticket are located on the top bar on the inner window, there is no limit to the number of actions allowed for a given ticket type or workflow step.
Starting with a new action in Configuration > Tickets > Actions and looking at the top set of details;
These determine the initial behaviour of any given action such as full name, Button label, icon, icon colour and whether it is visible in or out of a workflow.
Action Settings
This group of settings are responsible for the behaviour of the action when clicked on or used.
Some of these are explained below;
System Use
- If the action is required to perform a function other than emailing out to an end-user or make a private note, this is where you select that
Is a Quick Action
- Quick Actions will be completed without showing the New Action Screen. Some settings, such as mandatory Field selection will be ignored if this is enabled.
Status after action
- This sets the status of the ticket after this action is performed
Show Send Email Option
- This enables the mail symbol on the action determining whether the agent can choose to send an email or not.
Show the Close Ticket option
- Enables a tick-box in the lower right corner of the action to close the ticket after the action performed.
Follow this Ticket
- Refers to a small eye that will appear in the action to add the agent to the list of followers, this will inform the agent of any updates added to the ticket that are sent to the end user.
Response behaviour set the response as per the SLA settings on the ticket.
Start a new workflow, decides which workflow to start on the action, similar with the approval process.
Add To-Do list will append items onto the existing to-do list on the ticket form a given template.
Defaults – These fill in ticket details form
Example Action – Create Child Ticket with a task list
Here an action has been created to spawn a new child ticket off of this one, this action is a quick action that adds a to-do list onto this ticket, New User Additional , and create a new ticket with the Create new user in active directory template and a note of Create new user for $-username, this replaces the $variable with the username of the person who mailed in.
