In this lesson 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, therefore you send them a link to the action, with the attachment from the ticket added to the action, when they click into the link in the email. You can email the user with a link and an attachment, then a "Sign Here" link to send them to the portal where they can use the action (pre loaded) to sign for i.e. an agreement stating that they acknowledge they have hardware which you recommend they replace.
The action screen can look something like this:
Fig 1. Action screen example
The field list of this action contained the following fields:
Fig 2. Field list on an action
You will also need to make sure the action can be used by users:
Fig 3. Allow Users to use this action checkbox
Attachment option on defaults Tab, which you can set for the email to user action:
Fig 4. Include all attachments from a ticket in the email by default checkbox
Using Variables in Links
You can use this dollar variable in your link, where the number in the brackets refers to the id of the action, which you will find in the URL when in the configuration screen of the action, i.e. https://{YOURHALODOMAIN}/config/tickets/outcomes?id=79:
Fig 5. Adding the variable as the link URL
It will appear like this in the email, where they can click and go into the portal:
Fig 6. The link on the email
After the user clicks on the action link from within their email, they will be redirected to the portal, and they can use the action:
Fig 7. Action the user is linked to
Force Login (as of v2.178.1+)
A variable has been added that will force login to be able to use this – "$-LINKTOUSERACTIONLOGGEDIN", which works the same way with the ID in brackets.
Whilst the previous variable allowed anonymous-adjacent use (no login required, only name), this one forces login upon use.
When used, the user will be forced to the login screen first.
Fig 8. Login screen forced.
Upon login, the page to add the action will then appear and can be completed. The action will then appear on the ticket under that user's profile, even if the user does not have access to the ticket.
Fig 9. Completed action.
