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Ticket Category Defaults and Overrides

Updated Jul 30, 202618 viewsView on usehalo.com

In this guide we will cover:

  • Hierarchy Used for Category Defaults
  • Defaults Locations
  • Additional Overrides to Consider

Hierarchy Used for Category Defaults

The category that will be set will be determined by the following hierarchy:

  • Action
  • Client
  • Ticket Type

Defaults Locations

Action

In Configuration > Tickets > Actions, go to the "Defaults" tab and set the "Default Category". If the Field is added to the Field List, the dropdown will default to this option, but can be manually changed. If not, the category value will be automatically set upon submitting the action.

Note: The name of these fields will be set based on the "Label" you set against the category in Configuration > Tickets > Categorisation. 

Fig 1. Setting category from an action default

Client

On a client profile, go to the "Settings" tab and set the "Category Default". 

Fig 2. Setting category from a client default

Ticket Type

In Configuration > Tickets > Ticket Types, go to the "Defaults" tab and set the "Category".

Fig 3. Setting category from a ticket type default

Additional Overrides to Consider

Whilst the above will set a default, defaults can be overridden by manual selection from a dropdown (i.e. on an action or ticket type), or automatically from a ticket rule outcome or ticket template that applies after logging.

Manual Overrides

In Configuration > Tickets > Actions, or Configuration > Tickets > Ticket Types, the "Category" field can be added in the "Field List" tab. If ta default above is set, the dropdown will default to this option, but can be manually changed from the action or ticket screen. If not changed, that default value will be set upon submitting the action.

Fig 4. Setting category from an action dropdown

Automatic Overrides

In Configuration > Tickets > Rules, scroll to the "Outcomes" section and set the "Category" field.

Note: If "Check rules after the Ticket has been submitted instead of on the New Ticket screen" is enabled in Configuration > Tickets > General Settings, the defaults will be overridden after logging instead of on the new ticket screen.

Fig 5. Setting category from a ticket rule outcome

In Configuration > Tickets > Templates, go to the "Values" tab and set the "Category" field. 

Fig 6. Setting category from a ticket template value