In this lesson we will cover:
– Status Configuration
– SLA Settings
– Email Settings
– Miscellaneous Settings
– Load Balance Restrictions
– Ticket Type Status Changes
– Workflow Status Restrictions (v2.184.1+)
For a detailed list of all settings along with their descriptions for Statuses and Ticket Types click on these links:
Statuses are the easiest way to track the whereabouts of a ticket in its lifetime.
When editing or deleting, remember that the status will be tracked. Hence, there may be tickets that have used a status that when edited or deleted, will be affected and not suitable for audit trails. It is imperative to have thought the change through, and better that it is inactivated instead.
Status Configuration
Navigate to Configuration > Tickets > Statuses.
When adding a new status you'll need to choose a Status Name and an icon text. The name will appear in status selection drop downs, etc. and the icon text will show up on the ticket list and the actions on the ticket, once the status has been changed. To avoid confusion, it's best to keep these the same, or very similar. You may just want to change the tense e.g. escalate/escalated.
Translations can be added to the status name and the icon text
Fig 1. Status Name, Icon Text, Colour
The sequence in lists defines the order in which the statuses appear in selection drop-downs and in the config list.
Select a colour if you wish to highlight the status in the main column view. The icon will be coloured as you specify.
SLA Settings
Statuses can be set up to have an effect on the SLA of the ticket e.g. putting the ticket on/off hold.
Fig 2. SLA Settings
Email Settings
There is also a recurring e-mail setting, which is useful for status used in Sales Leads and Opportunities for example. If there are leads that are placed in a certain status, they can be sent regular e-mails based on an e-mail template, if required.
Fig 3. Email Settings
Miscellaneous Settings
You can also restrict the status from appearing in the status drop-down on a ticket (if the ticket status drop down is enabled). This is achieved by turning off the following option:
Fig 4. Restrict the status from appearing in the status drop-down
There are certain status values that are used in specific parts of Halo, such as “With Supplier”, used for logging tickets to third party companies.
Statuses can be restricted by Ticket Type, so if you have a set of status values that you specifically wish to use for Projects, specify them for “Tickets” in the Status area, but in the Ticket Type(s) used for Projects, restrict the status values to only appear on those Ticket Types. All others will not appear, and the ones you have selected will not appear anywhere else.
Setting the status of calls can also be specified at the Action button level, so when the action button is used, the status changes to a predefined setting.
The status can also be predefined for when an end-user updates the ticket with more information, and this is set at the Request Type level also.
There are also Quote, Sales Order, Purchase Order, Change Request, Adding New Ticket, Release, Contract statuses, but these are discussed in their relevant areas for advanced use.
Load Balance Restrictions
Fig 5. Load Balance Restriction On Statuses
This is only available if the new incoming service is turned on (Configuration > Advanced Settings > *Backend Services Dropdown*)
Fig 6. Incoming Service Checkbox
Ticket Type Status Changes
Statuses can be changed after certain ticket updates, this is set per ticket type in Configuration > Tickets > Ticket Types > *Go To The Ticket Types Settings Tab* ( May be located in a different Tab if you are on an older version of Halo)
Fig 7. Status After Actions
Workflow Status Restrictions (v2.184.1+)
Within a workflow step, you can restrict which statuses are allowed during that step. In Configuration > Tickets > Workflows, choose a workflow, and edit the step.
Scrolling down, there is a "Statuses" section. By default, "Allow All Values" will be enabled. Disabling this will bring up the "Allowed Statuses" table, which is where you can set the restrictions.
Fig 8. Allowed Statuses table on a workflow step.
Any status that is added to this table will be allowed, and any that are not contained here will not appear in the dropdowns on actions/ticket details. Below, only the two added to the table are options within the action's status field.
Fig 9. Status restricted on an action used on that workflow stage.
If the workflow is moved onto another stage that does not allow that status, the workflow will still move on with that status. Once changed to another however, it cannot be set again afterwards.
