Ticket XLS template fields
Ticket XLS template fields
| Column Header | Halo Field name | Location in Halo |
| RequestID | Ticket ID | Automatically set upon creation of a Ticket. When left blank in the spreadsheet this will automatically populate with the next ID sequentially based on the existing Ticket IDs. |
| ClientName | End-User details | Details tab of a Ticket. In the import spreadsheet this should be the name of the Client. In Halo this will show as User/Client/Site. This will be the Client the Ticket is stored against. |
| SiteName | End-User details | Details tab of a Ticket. In the import spreadsheet this should be the name of the Site. In Halo this will show as User/Client/Site. This will be the Site the Ticket is stored against. |
| Username | End-User details | Details tab of a Ticket. In the import spreadsheet this should be the name of the User of the Ticket. In Halo this will show as User/Client/Site. this will be the End-User of the Ticket. |
| Summary | Summary | Details tab of a Ticket. This is the short description of the Ticket. |
| Details | Details | Details tab of a Ticket. This is the main body of the Ticket. When imported this will show as the opening Action. |
| Category | Category 1 | The location and name of this field varies depending on your configuration. This is a categorisation category for your Ticket. |
| Category2 | Category 2 | The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket. |
| Category3 | Category 3 | The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket. |
| Category4 | Category 4 | The location and name of this field varies depending on your configuration. This is a categorisation field for your Ticket. |
| Status | Status | Details tab of a Ticket (Ticket information). Determines the current status of the Ticket. |
| AssignedTo | Team/Assigned Agent | Details tab of a Ticket (Ticket information). Determines the Agent assigned the Ticket. In Halo this will show as Agent/Team. |
| Team | Team/Assigned Agent | Details tab of a Ticket (Ticket information). Determines the Team assigned the Ticket. In Halo this will show as Agent/Team. |
| RequestType | Ticket Type | Details tab of a Ticket. Typically determined when logging a Ticket depending on Area, source, or chosen value. |
| SLA | Service Level Agreement | Details tab of a Ticket (Ticket information). Typically applied via a Ticket Rule to inform the expected response and resolution target for the Ticket. |
| Priority | Priority | Details tab of a Ticket (Ticket information) as part of the SLA. Typically applied via a Ticket Rule to inform the expected response and resolution target for the Ticket. |
| OpportunityEmailAddress | Email Address | Details tab of a Sales Ticket. This is the Contact's Email Address. |
| OpportunityAddress1 | Address Line 1 | Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 1st Line of their Address. |
| OpportunityAddress2 | Address Line 2 | Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 2nd Line of their Address. |
| OpportunityAddress3 | Address Line 3 | Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 3rd Line of their Address. |
| OpportunityAddress4 | Address Line 4 | Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to the 4th Line of their Address. |
| OpportunityPostCode | Post/Zip Code | Details tab of a Sales Ticket. Shows as part of the Contact Address, and is set to their Postcode/Zip Code. |
| OpportunityValue | Potential Value | Details tab of a Sales Ticket. Used to predict the monetary value of a potential Client. |
| OpportunityConversionProbability | Conversion Probability | Details tab of a Sales Ticket. This is often tied to an Action such as "Qualify". Used to predict the likelihood of a potential Client becoming an official Client. |