Entity Relationships

In this guide we will cover:

- Various entities in HaloCRM and how they relate to each other

Related Guides:

This guide will cover how different entities within Halo are linked and work together. However, there are a vast number of ways that entities can be related to each, so this will only cover the basis of these. If you have questions on how a specific entity is linked to others, please contact support@halocrm.io.

Customer, Site and Contact

Customers, sites and contacts all work in tandem with each other. Within a customer, you can see the sites and contacts within it. The customer is split into sites, and contacts are split into those sites under the customer.

A site is a location under a customer, and a contact is a user under a site and customer.

Fig 1. Customer and its linked sites/contacts.

Tickets and Customer/Site/Contact

Tickets are assigned to a contact, and a contact is linked to a customer and site. All three of these entities are shown against the ticket in the "End-User details" section.

Fig 2. Ticket linked to a contact.

Status and SLA

Ticket statuses are used to pause or resume an SLA countdown. For example, the ticket below is "On Hold" as shown by the blue text underneath the SLA information, and the SLA countdown is therefore paused.

Fig 3. Status putting a ticket on hold.

Looking at the status "With Customer", we can see it is configured to put the ticket on hold if not already. This means for the time the ticket is on this status, the ticket will remain on hold. Switching to another status where this is set to "Remove from hold (if on hold)" will resume the SLA timer and the countdown will continue.

Fig 4. Status configured to put a ticket on hold.

Actions and SLA Response

Actions on tickets are used to dictate if a ticket has been responded to, which will determine if the response target on the SLA is met.

In this example, the "Reply" action has been set as a response, and has therefore met the response target shown on the SLA by a green tick. If the first action configured to act as a response is after this date, it will instead show a red cross.

Fig 5. Response target met on a ticket.

An action can be configured to respond via the "Response Behaviour". If this is set to "Default Behaviour", it will follow if "Show the "Response not set" prompt when doing an Action on a Ticket that hasn't been responded to" is enabled in Configuration > Processes > Service Level Agreements > General Settings.

Fig 6. Response behaviour configured on an action.

Tickets and Assets

Assets can be linked to tickets if the "Assets" field is added to the field list on the ticket type. This will add a "Related Assets" section on the ticket to link the asset.

Fig 7. Asset linked to a ticket.

Viewing the asset will then show the linked ticket (if it is open) as well as the related activity to that ticket and any others the asset is also linked to.