[hfe_template id='1680'] General Settings | HALO
Integrations
Start a Trial
Book Demo
Book Demo
Start Trial

General Settings

Configuration > Tickets > General Settings


Guides:

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 incoming emails), this ticket type will be used.
Default Client/Site for New Tickets Single Select When clicking 'new ticket' from within a ticket area, this client will be used if the end-user field is left blank.
Tickets with the default Customer/Site must be moved before working on the Ticket Checkbox If enabled then Tickets that are currently with the default Customer/Site will be locked until the Customer/Site is changed
Allow Agents to choose Ticket Type when logging a New Ticket Checkbox When selected, the ticket type drop down will be present on the new ticket screen. 
Allow a Tickets Customer and Site to be different to the End-Users Customer and Site Single Select This will allow the choice of a different Customer or Site for the ticket, despite being assigned to a User that already belongs to some.
"User has been Contacted" is checked by default on the Agent New Ticket Screen Checkbox When an Agent goes to create a new ticket via the New Ticket screen, the field "User has been Contacted" is automatically checked. This can be unchecked manually.
Amend Status if Agent has viewed the ticket Single Select When an Agent first views a ticket (this does not require any actions to be completed), the Ticket Status will be set to the selected value.
Default Estimate Value Time Field (hh:mm) Sets a default value for the 'Estimated Time' field, this can be configured per ticket type as well, which will override this general setting
Show the End-User search dropdown on the New Ticket screen Checkbox When creating a new Ticket, there will be an End-User dropdown box which can be used to search for existing Users to match against.
Show the "Enter Details Manually" option in the End-User search dropdown Checkbox When creating a new Ticket, there will be an End-User dropdown box which can be used to search for existing Users to match against. This will also present the option to manually input the User's details, should they not exist in the system at that point.
Email field is mandatory when manually entering User details on the New Ticket screen. Checkbox (v2.182.1+) When enabled, agents logging tickets with manually entered details on the new ticket screen must add an email address before logging.
Only show Users from the same Customer in the Ticket details search dropdown Checkbox If checked, when changing the end user against a ticket, only users under that customer will appear in the list. An end user from another customer will not be able to be selected.
Create a new User whenever the General User is selected and a User name is given Checkbox When creating a new Ticket, there will be an End-User dropdown box which can be used to search for existing Users to match against. Should General User be selected, but the Username is specified elsewhere, a new User will be created at that Site.
Show the Quick close option on the new Ticket screen Checkbox When selected, you will be provided with the option to log a ticket that is closed immediately (via a small tick next to the 'Submit' button). 
Show the Agents account first in the User dropdown when logging a Ticket Checkbox When creating a new Ticket, there will be an End-User dropdown box which can be used to search for existing Users to match against. With this selected, the Agent's account will be presented atop the list, this is useful for logging internal requests.
Next Ticket ID Override Integer Determines the ticket ID to be used for the next ticket that is created. must be greater than any existing ticket ID. Subsequent ticket ID's will then sequentially increate from this number.
Show ITIL Ticket Type selection when logging a Ticket Checkbox When selected, an 'ITIL Ticket Type' dropdown will be present above the 'Ticket Type' dropdown on the new ticket screen. Used as an additional filtering mechanism when agents are selecting a ticket type to raise.
Show Ticket Type selection when logging a Ticket Checkbox When left unchecked, this will disable the ability to choose a Ticket Type when creating a new ticket. This type will be set to the system default.
Split the New Ticket button into a separate option for each Ticket Area Checkbox When checked, the 'New' button for raising tickets will provide you with options to raise tickets per ticket area. Each option will apply ticket area defaults.
Show the Service Catalogue button on the Agent New Ticket Screen Checkbox When checked, an action will appear at the very top of the new ticket screen. If clicked, the agent will be prompted to choose a service and then a service request from a dropdown. This will apply the template configured on that specific service request. Configuration tab of a service request you can add the ticket type to an option chosen on dropdown.

When checked, an action will appear at the very top of the new ticket screen. If clicked, the agent will be prompted to choose an option from the incident catalogue and then a incident from a dropdown. This will apply the template/ ticket type template configured on that specific incident type. Configuration tab of an incident you can add the ticket type or template to the incidents on the table.
Show the Incident Catalogue button on the Agent New Ticket Screen Checkbox When checked, an action will appear at the very top of the new ticket screen. If clicked, the agent will be prompted to choose an option from the incident catalogue and then a incident from a dropdown. This will apply the template/ ticket type template configured on that specific incident type. Configuration tab of an incident you can add the ticket type or template to the incidents on the table.
Enable Template Suggestions on the Summary Field Checkbox If checked, when typing the Summary, if the characters / words match a pre-existing Ticket Template's name, these templates will be presented to the Agent to choose from and auto-populate the rest of the ticket.
Show the "Apply a Template" button Checkbox When selected, you will be provided with an option to use an existing ticket template via an 'apply a template' button at the top of the new ticket screen.
Show the "Save as a new Template" button Checkbox When selected, you will be provided with an option to save the details you have entered on the new ticket screen as a ticket template.
Start date must be before and not equal to end date Checkbox When checked, the Start date must be set to before the End date.
New Ticket screen display mode Single Select When the modal option is chosen, the current screen will be in the background and the new ticket creation screen can be exited by clicking the cross on the top right of the modal window. The default option is to open the new ticket screen, not just in a modal window.

Assignment of Tickets

Field Type Description
Show Load Balance and Round Robin on the New Ticket Screen Checkbox When selected & including the 'agent' field in your ticket's field list, you will be provided with two additional options in the agent dropdown: Load Balance & Round Robin. Load balancing is a way to balance the number of tickets across agents based on their current number of tickets, so that agents with the least tickets will be assigned them. The round robin feature will assign to agents based on their id number in their team. This means that the system will give a ticket to each member of the team list and then loop back through the list of agents, there is no logic behind it, the agents will just be assigned based off of their number on the team list. Two settings can also be configured for load balance at team level and at status level (the Incoming Service must be on for the status setting to be used Configuration > Advanced Settings), this is to exclude certain teams or ticket statuses from load balance calculations, the default is for the setting to be on. 

Note: The status option is only available if the new incoming service is enabled. Load Balance settings now exist at ticket type level as well, the new services must be enabled for the ticket type level settings to be available. 
Show Intelligent Routing on the New Ticket Screen Checkbox When checked, the Intelligent Routing feature will be enabled on new ticket creation. This takes into account previous work with the user and Agent availability to decide on the best fit for the task. The setting will try to match the agent with the most interaction with the user, as long as that interaction was within the cut off days and the agent has less than the maximum number of tickets from that user assigned to them. If the agent matches this criteria they will be assigned the ticket from the users they have been recently interacting with. If no agent has interacted with this user before then the ticket will stay unassigned.
Intelligent Routing cutoff days Integer The number of days in the past that are considered when calculating interactions between Agents and Users.
Intelligent Routing maximum Tickets Integer The maximum number of Tickets from the same User that an Agent can have during the cutoff period.
Show Intelligent Routing on the New Action Screen Checkbox This takes into account previous work with the user and Agent availability to decide on the best fit for the task. The setting will try to match the agent with the most interaction with the user, as long as that interaction was within the cut off days and the agent has less than the maximum number of tickets from that user assigned to them. If the agent matches this criteria they will be assigned the ticket from the users they have been recently interacting with. If no agent has interacted with this user before then the ticket will stay unassigned. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list, and the system use must be set to re-assign.
Show Load Balance on the New Action screen Checkbox Load balancing is a way to balance the number of tickets across agents based on their current number of tickets, so that agents with the least tickets will be assigned them. When checked, this option will be available when re-assigning tickets via the re-assign action. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list. Two settings can also be configured for load balance at team level and at status level (the Incoming Service must be on for the status setting to be used Configuration > Advanced Settings), this is to exclude certain teams or ticket statuses from load balance calculations, the default is for the setting to be on. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list, and the system use must be set to re-assign.

Load Balance settings now exist at ticket type level as well, the new services must be enabled for the ticket type level settings to be available. 
Show Round Robin on the New Action Screen Checkbox The round robin feature will assign to agents based on their id number in their team. This means that the system will give a ticket to each member of the team list and then loop back through the list of agents, there is no logic behind it, the agents will just be assigned based off of their number on the team list. When checked, this option will be available when re-assigning tickets via the action. The re-assign field in the actions field list must be set to show agent and team fields when editing the field on the list, and the system use must be set to re-assign.
Only Round Robin and Load Balance to logged in Agents Checkbox When selected & assigning tickets via load balance or round robin, agents who are not logged in to Halo will not be considered in ticket assignment. This is recommended as it will stop agents that are not currently using Halo to be included in ticket assignment.
Load Balance based on remaining Estimate time Checkbox When checked, this factors in the estimated time it will take for tickets that the agent has already been assigned, when deciding what agent to load balance to. The estimated value field (Set in general settings or per ticket type in the defaults tab) is used to add in a default estimate of time it will take to resolve a ticket, this can be added to the field list, field name: "Estimated Time" where it can then be overridden to the time inputted from the ticket creation screen, or changed on the ticket itself.

Load Balance settings now exist at ticket type level as well, the new services must be enabled for the ticket type level settings to be available. 
Automatically Load Balance when a Tickets follow-up-date is reached Checkbox When checked, if a follow-up date is reached. This can be configured by the follow-up-date column. In order to achieve this you must have Auto release checked on in the SLA you are using "Allow Agents to specify an "Auto Release" date/time when placing a Ticket on hold" this is in the details tab of an SLA, "Configuration > Service Level Agreements > Service Level Agreements" this will allow you to set a follow up date on the ticket. When this is reached, the ticket will be load balanced.

Note: If there is an agent assigned to the ticket, the ticket will still go through the load balance calculation and re-assigned.

Load Balance settings now exist at ticket type level as well, the new services must be enabled for the ticket type level settings to be available. 
Include Tickets on SLA hold in Load Balancing Checkbox When checked, the load balance calculation includes tickets on SLA hold too, by default these tickets are disregarded in the calculation.

Load Balance settings now exist at ticket type level as well, the new services must be enabled for the ticket type level settings to be available. 
When creating an appointment on a ticket, if the ticket is unassigned, assign it to the agent of the appointment Checkbox When selected, if you create an appointment from an unassigned ticket, the ticket will then be assigned to agent allocated in the appointment.
Re-assign limit Integer Determines the maximum number of times a ticket can be re-assigned. setting this to 0 will disable it and a ticket can be re-asssigned as many times as you like.
Tickets reopened by updates are assigned to Single Select Tickets that have been closed, but then are re-opened by a User update will be assigned to an Agent via the selected method.
Don't reassign when responding Checkbox When checked, if the Agent responds to a ticket, that ticket will be assigned to them.
When reassigning Tickets to Agents, check if it clashes with their other Tickets based on start and end dates Checkbox When checked, should an Agent be marked as busy or unavailable depending on the start and end dates of other tickets in their queue, this will produce a warning when attempting to assign a ticket that clashes with such times to them.
When reassigning Tickets to Agents, check for ongoing Appointments Checkbox When checked, should an Agent be marked as busy or unavailable depending on their calendar, this will produce a warning when attempting to assign a ticket that clashes with such times to them.
Show an option to multi-select additional Agents on Tickets Checkbox When checked, the concept of multi-Agent tickets is enabled. This allows multiple Agents to work on the same ticket, however only the primary Agent, i.e., the Agent who first had the ticket, will be recognised as owning the ticket by system functions such as ticket counts and notifications.
Agents to show in Additional Agents Single Select Should the concept of multi-Agent tickets be enabled, this dropdown will allow the choice of who is available for such assignment. This can be limited to the Ticket's team, the Ticket's Department, or all Agents entirely.
Hide teams outside of an Agent department from team dropdowns Checkbox When checked, if an Agent goes to choose a Team to assign to, Teams that are not in the same department as that Agent will not be present as available options.
Assign/re-assign dropdown behaviour Single Select This option dictates the arrangement of Teams and Agents in the Re-Assign / Assignment dropdowns. This can either be all Agents in a list, grouped by Team, or a seperate selection for Team then Agent.
Order Teams in lists by the Team Sequence number Checkbox When checked on, teams will be shown in the tickets by team view, etc based on the sequence set in Configuration>Teams & Agents>Teams. The sequence of a team can be changed from the Details tab of the teams config. When unchecked, the order of this view is alphabetical.
Agents using Co-managed functionality cannot re-assign Tickets from non Co-managed Agents Checkbox When enabled, any Agents that are under the Co-Managed section, i.e. acting on behalf of a seperate coporate entity, cannot alter the assigned Agent on Tickets that belong to regular Agents.

Ticket Details

Field Type Description
Changing of Status outside of an Action Single Select Determines whether or not an agent can change the status of a ticket outside of an action (kanban drag & drop, status dropdown on ticket screen etc..).

Re-assigning outside of an Action

 Single Select Determines whether or not an agent can re-assign a ticket outside of an action (ticket drag & drop, agent dropdown on ticket screen etc..). When set to "Use Agent Level permission" the permissions tab of an agent will include this permission setting.
Allowed when not on a Workflow (This refers to when the ticket has no workflow set i.e. setting the workflow to "Not Set" on the ticket).
Enable collision detection Checkbox When checked, it will be apparent when other Agents are looking at Tickets. This is visible both when a 'Viewing' column is specified in the column profile, and also on the ticket itself, where a popup will display telling you if an Agent is viewing it or if they are performing an Action on it.
Lock Tickets when an Agent is performing an Action Checkbox When checked, an agent will not be able to perform an action on a ticket if another agent is currently performing an action. This setting is only available when collision detection is enabled. Administrators can manually unlock a Ticket by going on to the Ticket and clicking the "Unlock" button in the top right menu.
Show the Treat as Spam option Checkbox When enabled, should an Agent have the relevant permissions, they will be able to click the "Treat as Spam" option when viewing a ticket. This will close the ticket, and also create an Email Rule which will ignore any further emails from that email address.
Workflow Progress Visual Single Select Determines whether or not the 'progress bar' of workflow stages is displayed on the ticket screen. A chevron style view can be used, which creates a cleaner UI for the workflow progress visual. When steps are completed on the workflow, the step will have a timestamp of when it was completed.
Workflow progress display type This setting is only visible when the "Workflow Progress Visual" is set to Chevron View. This single select can be used to show when a workflow stage started or ended. Display the date and time the step was started or ended instead of when it was completed. You can now click on workflow progress steps that have a date set against them to edit the date and the display name for the step.
Ticket details title and workflow display Single Select Determines whether or not the ticket title, ID & workflow stages are presented on the main 'progress' tab, or are presented above the tab sheet (making them visible regardless of which tab you are on)
Select a Ticket Type before searching Tickets Checkbox When checked, you are presented with a list of ticket types if you go to use the search functionality with the search area set to Tickets. You are not forced to choose one.
Show an additional level for grouping Ticket Types Checkbox When enabled, a Ticket Type can belong to a Group. This group can act as an additional level of classification on Ticket Types. Recommended to be selected on and set up on agent role permissions, check out the guide for setting it up: Ticket Groups
Use canned text prediction in details fields Checkbox If checked, when filling out Details fields on tickets, if your input matches the content of any existing Canned Ttexts, they will be presented as reccomendations to auto-fill the rest of the Details field for you.
Use canned text prediction on the New Ticket screen Checkbox When filling out Details fields on tickets, if your input matches the content of any existing Canned Ttexts, they will be presented as reccomendations to auto-fill the rest of the Details field for you. When checked, this functionality will also be enabled on the New Ticket screen.
Show paperclip icon in the 'Flags' column for Tickets that have an attachment Checkbox When enabled, if a Ticket has any files attached to it, it will display a paperclip icon in the 'Flags' column for that ticket, should that be specified in the column profile.
Show Customer/Site/User notes on Ticket Details Checkbox When this is checked, three more options will appear for the respective divisions. If none of those three are ticket, this option does nothing.
Show User notes on Ticket Details/New Ticket screen when field is empty Checkbox When checked, this will add a field with User Notes in the End-User Details section of the Ticket Details tab.
Show Site notes on Ticket Details/New Ticket screen when field is empty Checkbox When checked, this will add a field with Site Notes in the End-User Details section of the Ticket Details tab.
Show Customer notes on Ticket Details/New Ticket screen when field is empty Checkbox When checked, this will add a field with Customer Notes in the End-User Details section of the Ticket Details tab.
Show all Users phone numbers on Ticket screen (otherwise only preferred number is shown) Checkbox When checked, any phone numbers that the End-User has against them will be detailed in Ticket Details, instead of just their designated preffered phone number.
Show Category Message on the Ticket Details Screen Checkbox When checked, and if one has been assigned to the Category value, the CategorY Message will be displayed underneath the Category field in the Ticket Details tab.
Show approval process information on a separate tab Checkbox When selected, approval process details will be presented on their own tab within a ticket, as opposed to being below the ticket information section.
Allow Templates to be applied to existing tickets Checkbox When selected, heading into the more options section of a ticket (via '…' in the top RHS of the ticket) will provide you with an 'apply template' option.
Override the body of the first Action on a Ticket when applying a template via an Action Checkbox when unchecked and you apply a ticket template the details do not get overridden if you have text in the details field, the details field being the "first action on a ticket" with this setting checked they do get changed when a ticket template is applied.
Show modal screen for inserting Canned Text Checkbox If this is checked, when you go to insert Canned Text to a rich text field, a popout window will appear for selecting the Canned Text, as opposed to a dropdown.
Show Sales Orders on linked tickets Checkbox When checked, Child Tickets will inherit Sales Orders from Parent tickets.
Show confirmation prompt on client change Checkbox When enabled, a modal confirmation window will pop up when tying to change a Ticket's User to a User under a different Customer.
Include additional SLA information in response actions Checkbox When checked, the internal note made by the response will have extra details on it, including response time, the response target date, and whether or not the target was met.
Prevent User/Site/Customer change unless using … > Change Site/User Checkbox When checked, the ability to change the User/Site/Customer will be removed from the Ticket Details. Instead, this will have to be done using the option available in the top right "three dots" menu, called "Change Site/User".
Prevent Parent Ticket change unless using … > Link to another Ticket Checkbox When checked, the ability to change a ticket's Parent ID from the Ticket Details is removed. Instead, the option in the "three dots" menu must be used called "Link to another Ticket".
Invert the Ticket history Checkbox When checked, information in the Progress tab on the Ticket will be ordered oldest first.
Show private Actions in a different colour Checkbox When checked, actions hidden from the end-user will show in a different colour in the ticket's history. If in light mode, it will appear a darker shade. If in dark mode, it will appear a lighter shade.
Show a tab for each communication channel Checkbox When checked, additional tabs will appear on the Ticket, one for each channel of communication. Upon selecting an Action to communicate with, you will be directed to the relevant tab.
Child/related tickets display mode Single Select This selection determines whether child / related tickets and related assets are opened in a new tab or in a popup screen within the same tab, when clicked into. In order to use this functionality with the modal window selected, you must click into the related ticket or child ticket from i.e. within the child tickets tab, this will not work when using the link to the child ticket which appears on the action.
Show a separate progress bar for Response and Resolution on the Ticket Details screen Checkbox There will be a time progress bar for the response and resolution shown on the ticket details screen when this option is selected
Show the contributor quality field Checkbox When the field "Contributors" is added to a ticket type, and this setting is on. When you add a contributor to the table, there will be a dropdown option to decide whether they have had a positive, negative, or neutral contribution to the ticket. You can add options to the contributor quality dropdown by going to Configuration>Advanced Settings>*Click Lookup Codes Button* and then make sure the entity is 'Contributor Quality'
Action to use when replying directly to a User action Single Select Setting This option will give you a "Reply" button When hovering over the ellipse of a user action on a ticket, when the "Reply" button is clicked you will be taken to a new action screen. The action screen will be that of the action set on this single select.
Include a table of the details of the Action being replied to in the new Action note Checkbox This will only show if the above is set. When this is enabled, a table of the action being replied to and the ones prior to that action will be added to the action.
Single Select When set, the column profile, which will need to be created in Configuration>Asset Management>General Settings>* Click The Configure Column Profiles Button* or from column profile in Configuration>Tickets>Views set (make sure to set the "Use" to Asset).

Note: This option will only work if the "Asset" field set on the ticket type has a default view of "Table" for the single select "Display Type" configured in the visibility restrictions of the field. To edit the field go to the field list tab of the ticket type, click edit on the top RHS, then edit on the asset field and scroll down to "Display Type" and change it to "Table View".
Display Ticket information above user details on smaller screens Checkbox When checked on and you are viewing a ticket on a small i.e. laptop screen. The Ticket information will be shown above the user details, instead of their being two pinned sidebars on the right hand side of the ticket.

Rules

Field Type Description
Check rules after the Ticket has been submitted instead of on the New Ticket screen Checkbox When checked, ticket rules that are applied to new tickets will only take effect after the 'submit' button has been checked. This will also apply to Actions. Rules will be checked after the Action has been submitted.
Continue to check and apply Rules once a Ticket has been logged Checkbox When an End-User or an Agent does an Action on a Ticket, if a Rule is matched that hasn't already been matched it will be applied. When unchecked, this only happens upon ticket creation.
Rules must contain at least one criteria for Ticket Type Checkbox When checked, the creator is forced to include a Ticket Type criteria when making new Ticket Rules.
Check rules after moving Tickets via drag-and-drop Checkbox With this setting enabled, if tickets are dragged and dropped into another queue, the ticket rules will be checked. This may be useful if dragging tickets into the unassigned queue and you want to run the rules associated with the unassigned queue.
Hide Ticket rule checks from automation tabs Checkbox When checked, records in the automation tab where the automation is 'Check ticket rules' will be hidden. Used to streamline the data in the tab. 

End-User Closure Confirmation

Field Type Description
Enable End-User closure confirmation procedures Checkbox The selection of this checkbox will open up several more fields for setting up End-User Closute Confirmation. This is the process of End-Users having to express their content with a ticket's resolution before it is closed. This also enables the system Status of "Resolved", ID: 8, which acts as a pending-closure Status.
Number of hours without response until Tickets are automatically fully closed Integer The number of hours specified here is how long a Ticket must be left unactioned upon before it is marked as Closed, whether it has been confirmed by the End-User or not. 
Send email to End-User when Ticket is automatically closed Checkbox In the event that the Ticket is automatically marked as Closed after the time limit is reached, the End-User will be informed of this event.
Number of hours between reminder Emails Integer The number of hours that are between the closure confirmation request being sent out, and subsequent reminder emails being sent. These will be recurring until either the End-User responds, or until the automatic Closure limit is hit.
$USERCONFIRMEMAILTEXT Button This opens up an interface to customise the $USERCONFIRMEMAILTEXT variable to be used in the Ticket Closure Email template. (There is a link to this template slightly above)
$USERCONFIRMWEBLINKTEXT Button This opens up an interface to customise the $USERCONFIRMWEBLINKTEXT variable to be used in the Ticket Closure Email template. (There is a link to this template slightly above)
$USERCONFIRMSATISFACTIONWEBLINKTEXT Button This opens up an interface to customise the $USERCONFIRMSATISFACTIONWEBLINKTEXT variable to be used in the Ticket Closure Email template. (There is a link to this template slightly above)
Administrators skip End-User closure confirmation Checkbox When checked, if a system Admin closes a ticket, then the ticket will go straight to Closed, and will bypass the End-User Confirmation process.
Skip the resolved status if the ticket is closed through the SLA Hold procedure Checkbox When checked, and if the relevant time threshhold (set in SLA General Settings) is met, then the automatic closure of this ticket will bypass the End-User Closure Confirmation process.
Send closure reminders to CC addresses Checkbox When checked, should End-User Closure Confirmation reminders be sent, they will also be sent to any email addresses CCed in that ticket.
Allow upload of attachments when confirming or rejecting closure Checkbox When checked on, close a ticket so it goes to resolved status and log into the portal as the end user of the ticket. When doing the accept/ reject action you can now post attachments.

Closure Procedures

Field Type Description
Exclude the "Closed" status from Change Status options Checkbox When checked, an agent may only select the 'closed' status from an action (closed is not available in status dropdown etc..)
Only show the "Closed" status on closure Actions Checkbox When checked, the 'Closed' status will only be available on actions that either: have their 'status after action' set to 'closed' or have 'Show the "Close Ticket" option' enabled.
A Ticket must be assigned before it can be closed Checkbox When checked, a ticket must be assigned to an agent before it can be closed.
Allow Tickets to be closed at the Unknown Customer. Checkbox When checked, Tickets that belong to the "Unknown" Customer can be closed.

Automatically closed Tickets are marked as read if they are not assigned

 Checkbox When checked, should a ticket be automatically closed by any such processes, and it was unassigned at that point, it will be marked as read.
Complete Appointments, Tasks and To-do items when the ticket is closed Single Select When always is selected, when the ticket is closed, any to-do lists, tasks or appointments will be marked as completed at the time of closure. Manual is recommended so that you know agents had to click through everything and mark as completed for the ticket to be closed. Audits can be made on clicks, so it will be visible who has clicked through.
Use workday hours Checkbox When checked, SLA reminders and Auto-Closure procedures will use the designated Workday's hours instead of 24 hours to time their actions.
Delete all Child Tickets when Deleting a Parent Ticket Checkbox When checked, if a Parent ticket is closed, then all Child tickets linked to it will be closed too.

Parent and Child Ticket Settings

Field Type Description
When Actions are added to a Parent Ticket by an Agent, also add to all Child Tickets: Single Select Determines whether or not to copy actions to all child tickets when added to a parent ticket.
Parent Status after all Child Tickets are closed Single Select Determines the status of the parent ticket once all child tickets are closed.
When creating a Child Ticket, set the user to the Agent creating Checkbox When checked, if an agent creates a child ticket then the end-user of that child ticket will be the end-user account linked to that agent.
Highlight Parent Tickets with unread important Child notes in the Ticket list Checkbox When checked, should a Child ticket (belonging to the Parent ticket in question) have any unread important notes, the Parent will be highlighted in Ticket lists.
Checkbox This setting makes it so that the agent must have the permission "Can Edit Advanced Ticket Details" In order for them to be able to unlink tickets.
Template to use after creating a new client from an unknown user. Single Select Should a new Client be created off the back of an Unknown User, a ticket will be logged with the following template applied. This would usually be used as an internal guide or task for Agents to complete.
Checkbox When checked on, the system will have the ability to give Parent and Related Ticket values priority over Template values when copying Custom field values to Related or Child Tickets. This is in relation to Setting the 'Copy values from Parent' and 'Copy value from Related Ticket' checkboxes against custom fields. If you have these checkboxes set on the custom field and you then create a child or related ticekt using a template, the custom field values of the parent ticket will be inherited. With this setting turned off, the ticket template applied to the child or related ticket will be where the system inherits the custom field values from. This is a useful setting if you automatically create child tickets on your workflow and want to pull through the same custom field values from the parent.

Note: It is important to note that the i.e. the child template must have the custom fields on the field list of the ticket type selected, for the custom field values to pull through.

Merging

Field Type Description
Allow Agents to merge Tickets Checkbox Determines whether or not an agent can merge two tickets, rendering the merged ticket closed
Show the Ticket search screen when merging/linking a Ticket Checkbox When checked, upon merging/linking tickets, a search screen is opened listing tickets based on search criteria. When unchecked, agents must enter the ticket ID of the ticket they want to merge.
Only allow merging if Customer is the same Checkbox When checked, tickets will not be able to be merged into eachother unless their Customers are the same.
Always apply rules after merge Checkbox When checked, Ticket Rules will be applied once again to the resulting ticket after the merging process.
Do not allow actions on merged Tickets Checkbox When checked, should a ticket be merged into another, the no longer used ticket will more or less be read-only, and will not be able to be actioned upon.

Internal Converstaions

Field Type Description
Show a button to create a new conversation Ticket on the action history Checkbox When checked, a couple of new options will appear for customising this behaviour. This is essentially a new ticket which will act as a side-conversation reagrding the original ticket.
Ticket Type for conversation Tickets  Single Select This will be the Ticket Type that is created and used for the new Conversation ticket. 
Ticket status to change to for original Ticket when creating internal conversation Single Select This will be the Status that the original ticket is set to, should a Conversation ticket be raised from it.
Show a button to reply to actions created from another Ticket in the conversation history Checkbox With internal conversations enabled; Should a ticket be related to another ticket and an action with the system use "Update released" be used, then the other ticket will be updated with a note and a status change. This option, when checked, will enable a reply button on the "updated" action that allows a basic reply to be sent from that ticket to the related ticket with a note and a status update.
Status after replying to a Ticket Single Select This will be the status that a ticket is set to once an internal conversation action is performed.

PDF Templates

Field Type Description
Default PDF Template for Tickets Single Select This will be the default PDF template that will be used when using the 'Print Ticket' function.
Edit Ticket Pdf Templates Button This will take you to the PDF Templates configuration section for Ticket PDF Templates. You can create or edit templates here.
Use Windows App print request report (LEGACY) Checkbox When checked, an old-style template is used for printing tickets. Since this is a legacy feature, this is rarely used.

Imports

Field Type Description
Import Tickets Button This opens up the interface for importing Tickets. This will require a correctly formatted CSV file containing the data you would like to import. Examples of such structured data can be downloaded from atop this interface.
Import Actions Button This opens up the interface for importing Actions to your tickets. This will require a correctly formatted CSV file containing the data you would like to import. Examples of such structured data can be downloaded from atop this interface.

Advanced

Field Type Description
Ignore parent field visiblity when calculating dynamic field visbility Checkbox When checked, Dynamic Field Visibility will rely solely on the referenced field's value, whether it is already visible or not.
Do not adjust start/end date/time based on the changes made to the other fields Checkbox When checked, the Start date/time and End date/time fields will remain the same despite other related fields changing. The fields will need to be manually altered should they need changing.
Date Done On New Action Screen Is The Start Date Checkbox When checked, Date Done for an Action will be the Start Time of the Action plus Time Taken.
Allowed file extentions Free Text (CSV) This is a comma seperated list, containing any file type's extension codes that you would lke to be allowed as attachments. If empty, there will be no restrictions placed.

Split Tickets tabs into Ticket areas

 Checkbox When checked, if viewing an entitiy with tickets related to it (customers, sites, users, assets, and services) the Tickets tab will be split into any Ticket Areas that are defaults. Checkout this ticket areas guide on the HaloPSA Academy for more information and setup. 
Split child Tickets tab into Ticket link types Checkbox 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 views will be split into those types, as opposed to all being in the one menu.
Show the Attachments tab as a table view Checkbox When checked, this will display attachments on tickets in a Table view, as opposed to a sequence of interactive images. 

This option will now also enable the table view for the 'Documents' table found on clients.
Automatically add attachment names as ticket tags Checkbox When checked, any attachments added to a Ticket will have their names appended to the Ticket's tags.
Checkbox When checked, this allows the addition of "link attachments" which are essentially just links, but will sit in the Attachments tab.
Specify attachment name and note during upload Checkbox When checked, this will require a Name and Note to be entered upon uploading an Attachment to a ticket. 
Require Can Edit Advanced Ticket Details to edit/delete Attachments Checkbox (v2.184.1+) When enabled, the advanced ticket details agent permission to required to edit/delete attachments in a ticket.
Hide the default opportunity Ticket area Checkbox When checked, the Area associated with Opportunities (or Sales), which came pre-set with the acquisition of Halo, will be hidden.
Bulk SLA ticket updates Single Select When marked as hidden, the "SLA Hold" and "SLA Release" actions will be removed from the bulk Edit options when multi-selecting tickets from the Table view. The use of this feature can also be restricted only to those Agents with the Advanced Editing permission named "Can Edit Advanced Ticket Details".
Bulk add Private Note Checkbox When checked, the "Add Private Note" option will be available in the bulk Edit options when multi-selecting tickets from the Table view. This will add the same Private Note to all tickets selected.
Bulk add Public Note Checkbox When checked, the "Add Public Note" option will be available in the bulk Edit options when multi-selecting tickets from the Table view. This will add the same Public Note to all tickets selected.
Show open journey on the To-Do pane Checkbox Journeys are set up with the four Action System Uses of "Start Journey", "Arrive on Site", "Leave Site" and "End Journey". Should the ticket have already had a "Start Journey" action, and not yet completed a "End Journey" action, then it is regarded as open journey. When checked, these journeys will be displayed in the To-Do pane of a Ticket.
Display popup if End-User is a VIP or a service user Checkbox When checked, End-Users marked as VIPs or service users will have a Pop-Up note applied to them by default which will alert the Agent that they are VIPs or Service Users.
All Customers have access to New Request Types by default Checkbox When checked, should a new Request Type be created, all Customers will have the ability to access it straight away. 
Enable pop-out when clicking on images in actions and articles Checkbox When checked, clicking on images in Actions or Articles will open them up in a larger display inside the same tab, for a clearer view.
Show SLA percentage bar on kanban view Checkbox This will add the SLA percentage bar to the Kanban cards unless a custom Kanban card layout has been specified previously.
Checkbox With this option disabled, only Tickets that have been directly related to or from the Ticket will display. With this option enabled, Tickets related to directly related Tickets will also display i.e. if Ticket A is related to Ticket B and C, then ticket C will also show as related, from within the related tickets tab of B.
Show all related Tickets Checkbox This setting will only show if "Show related of related Tickets" and "Allow many-to-many related Ticket relationships" settings have been enabled.

With this option enabled, all related Tickets will display. This will mean that if Ticket A is related to Ticket B and then from B the ticket relating option is used to related to Ticket C, then in the related ticket tab of A, C will also show (When this setting is enabled).
Checkbox When checked, this allows multiple tickets to be linked to one ticket, but also of those several tickets, they can also be linked to other tickets too.
To-Do List Groups Button This opens up the interface for creating To-Do list groups. These are groups that possess a Name and sequence, and then can contain a number of To-Do list items, so that these can be applied all at once to save time for Agents.
Allow Agents following a Ticket to edit the Ticket Checkbox When checked, the agents following tickets will be able to edit the tickets
Show Child Templates during Template selection Checkbox When checked, and applying a template to a ticket in Halo, you will see the option to apply your child templates as well as parent.
Ticket List Hover Text Single Select This setting will only be visible if the AI Module has been enabled in your Halo. The options to choose from are: Details, AI Generated Summary, AI Conversation Summary. This will determine the ticket information that you see when hovering over a ticket in a ticket list.
Show toggle on Ticket history to change the action date display Checkbox When enabled, the action date stored against each actions date being displayed at the top right of the action, can be toggled between the actions "Date Done" and the actions "Date Created". To toggle the views, use the calendar button found at the top of the tickets action history, this will display beside the tickets view button and the Scroll to bottom button.
Allow multi-select Ticket filtering Checkbox When enabled, columns in ticket lists can have multiple values filtering at once when selected within a dropdown. (Currently only applies to "Team" and "Agent" columns.)
Quick copy link variable Text (v2.176.1) When text is entered here, an additional button will appear in the "Share" dropdown of a ticket. Hovering over it, will show the usual "Copy link" with a new "Quick link" underneath. Whatever is entered in the box, can be copied by clicking that button.
[hfe_template id='2416']
Linkedin-in Instagram Tiktok
Products
Company
Platform
Solutions
Resources
Sign up to the HALO Newsletter
© 2024 Halo Service Solutions. All Rights Reserved.