Ticket Processing

$-Variables (Dollar Sign Variables)

This guide focuses on the use of dollar sign variables ($-variables) in the HaloPSA system. It covers the types of variables that can be used, such as those for PDFs, emails, tickets, invoices, and custom fields. Users can access different variable lists specific to areas like PDF templates and recurring invoice lines. The article explains how to incorporate variables in custom fields, enabling automatic data population when logging tickets. It also provides guidance on formatting variables to control output length and adding prefixes to enhance clarity.

Actions

This article provides a detailed guide on configuring and managing ticketing actions within a system. It explains how to create new actions, the purpose of different tabs like Details and Defaults, and how to manage field visibility. Restricting action access by ticket type and workflow step is covered, along with setting default parameters for actions. Additionally, it addresses the creation of action groups for better organization and accessibility. The guide is aimed at administrators managing complex ticketing systems and includes references to further documentation on access control.

Agent Resource Booking

The article provides a comprehensive guide on configuring the Agent Resource Booking feature in HaloPSA. It includes instructions on setting up booking configurations, ticket type configurations, and usage via the Self-Service Portal. The feature enables technicians to send booking links to customers, allowing them to schedule appointments without email back-and-forth. It details creating booking types, linking booking screens via emails, setting appointment reminders, and managing time zones and team resources. The guide also covers how to cancel appointments and administer user actions for bookings.

Approval Delegation

This article discusses the process of approval delegation within the Halo system. It covers the setup of ad-hoc approvers, enabling user and agent delegation, and configuring approval processes. Users can delegate their approvals by setting appropriate configurations and time durations. The guide also explains the symbols indicating delegation status and provides steps to configure Change Advice Board (CAB) approvals. Manual delegation for agents is also covered, allowing them to choose another agent to handle approvals.

Approval Process for a Users Department Manager

Approval Processes Overview

Approval processes in Halo are used to manage who can approve or reject processes required for the progression of tickets, such as change management, service requests, and opportunities. They do not require a Halo license and can be done via the end user portal or email. Approval processes consist of steps that must be approved sequentially. Step configurations can determine approvers, set automatic approvals, manage outcome statuses, and control notifications. Approvals can be overridden or delegated, and workflows can be configured to trigger approval processes based on various criteria.

Calendars and Appointments

This guide discusses the use of the Halo calendar module for managing appointments, holidays, tasks, change requests, projects, and scheduled tickets. Agents have their own calendar and can access others for management purposes. The guide covers viewing calendar entries by day, week, or month, filtering entries by type, agent, or customer, and creating appointments through multiple methods including within the calendar module, from tickets, or via third-party integrations like Exchange. It also details configuring calendar settings and using the appointment creation screen to log all necessary details.

Change Management

This article provides a comprehensive guide on change management, detailing various aspects such as types of change (Standard, Normal, Major, Emergency), the change management tab configuration, approval processes, change freeze periods specific to customers, asset dependencies, change calendar visibility, and date dependencies. It covers configuring the change management process, including setting up approval steps, managing freeze periods, utilizing the change calendar, and ensuring efficient handling of changes according to business needs and ITIL standards.

Closure Procedures (End-User Closure Confirmation)

The article outlines closure procedures for tickets, focusing on end-user confirmation of closure. It explains the default process where end-users confirm the resolution before a ticket is closed. Features include enabling end-user closure confirmation, setting reminder emails, and applying varied settings per ticket type. Email templates can be configured for closure reminders. The article also details additional features like reopening closed tickets or sending different responses based on email timings. Special considerations are given for project tickets, which require separate configuration for closure confirmation.

Composite Reports

Connecting AI to Halo

This article provides a step-by-step guide on connecting AI to the Halo instance, detailing various AI connection options available, such as the default Halo connection using OpenAI, the Azure OpenAI connection, and the option to use your own OpenAI account. It covers the security implications, data handling processes, and compliance with data protection regulations. The article also discusses the advantages and disadvantages of each connection method, including costs and required subscriptions, and outlines AI functionalities that can be configured once connected, such as AI suggestions and insights.

Conversational Agents

The guide provides a comprehensive overview of virtual agents in Halo's chat bot, detailing their functions for both end-users and agents. It explains how to use virtual agents to search knowledge bases, log or update tickets, and manage service requests. The article also covers customizing virtual agent functions and creating new agents, including setting up AI connections with OpenAI or Azure OpenAI. Specific features like uploading attachments and custom function setups are highlighted, with instructions on configuring these tools for enhanced efficiency and service delivery within chat profiles.

Customer Relationships

Drag and Drop Tickets Onto a Calendar to Create Appointments

Followers and Following Tickets

The article explains the process of following tickets in a support system. It describes how both agents and end users can add themselves or others as followers to stay updated on ticket progress. Agents can follow a ticket by pressing the Eye icon, while end users can do so through the self-service portal. The article provides detailed instructions on configuring settings to control who can be added as followers and highlights the benefits, such as ensuring that less experienced staff learn from ticket resolutions. It also notes visibility options and search functionalities for larger organizations.

How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues and an Explanation of Ticket Symbols

Journeys

Link a User to an Action

This article provides a guide on linking users to actions within the Halo system by using dollar variables. It covers how to use variables in links, enabling actions for users, and setting default attachment options. Users can receive an email with a link to an action like signing an agreement. A specific variable can force users to log in before accessing the action link, ensuring only logged-in users can complete the action, which will appear on their profile even if they don't have direct ticket access.

Maintenance Windows

Microsoft TeamsBot

This article provides a guide on integrating Microsoft TeamsBot with Halo, allowing Halo actions to be triggered from Teams chats. It details manual installation steps, configuring Halo for bot usage, and using the bot to handle tasks like ticket creation and management. The guide also includes instructions for connecting, disconnecting, following, and unfollowing tickets, as well as searching for tickets via Teams. Additionally, it outlines network requirements such as IPs for whitelisting and necessary communication protocols and ports.

Mobile App

This guide describes how to set up and use the Halo mobile app for agent access. It details enabling app access, downloading the app, and using its features, such as managing tickets, viewing teams and agents, scanning assets, and receiving push notifications. Access to the app is configured in advanced settings, while ticket viewing requires activation in ticket types. The app allows agents to scan asset barcodes, create new assets, and track bookmarked assets. It also includes push notification setup for staying updated on ticket changes, and provides a menu for customer access and app version information.

One-Click Feedback

The article provides a comprehensive guide on setting up One-Click Feedback in ticket closure emails. It covers customizing email templates with feedback variables, configuring feedback options, and preventing false feedback from email link scanners. Feedback is collected when users click on images in emails, and they are directed to a portal where further comments can be optionally provided. The guide includes configuration steps, such as making comments mandatory and setting feedback recording preferences. Additionally, it addresses security settings to ensure feedback is genuine and outlines options for handling negative feedback.

Operational-Level Agreements (OLAs) on Workflows

The article discusses Operational-Level Agreements (OLAs) within workflows, focusing on configuration and reporting. OLAs target specific timeframes for various workflow stages or steps and are primarily configured at the individual workflow level. The "OLAs" tab allows users to manage these targets, similar in function to Service Level Agreements. The article provides a detailed guide on setting OLAs, including start/end criteria, target times, work hours, rules, and restrictions based on team or priority. It also covers creating OLA templates for easier application across workflows and offers insights into reporting on OLAs.

Problem and Change Management Using Fully Configured Workflows

This article provides a comprehensive guide on using fully configured workflows for problem and change management. Key topics covered include raising problems, managing service status notes, using the problem/resolution finder, and progressing workflows based on cause identification. It discusses how to raise problem tickets manually or through automatic suggestions, dynamically display service status notes, and link issues to problem records. The guide also explains workflow actions for identified and unidentified causes and outlines using templates and suggested articles on ticket creation screens to improve efficiency in ITSM processes.

Sending Requests Across 2 Instances

This article provides a guide on configuring requests between two instances using the HaloCRM and HaloITSM API. It explains how to set up the Suppliers Module, configure API access, and send requests across instances without using email integration. The process involves enabling the suppliers module, creating supplier records, and configuring API credentials for two-way communication between instances. The article also covers setting up client and supplier records, creating actions to send requests, and managing ticket updates. This enhances ticket logging and response coordination between the linked systems.

Statuses

This guide provides an overview on managing ticket statuses, including configuration, SLA effects, email settings, and workflow restrictions. It covers adding and editing statuses, ensuring they are tracked without disrupting audit trails by inactivating instead of deleting. The guide explains how to configure status colors, settings for SLAs, ticket type restrictions, and email notifications using templates. It also discusses miscellaneous settings for hiding statuses in dropdowns, load balance restrictions, and workflow step limitations. Other advanced topics like sales orders and change requests are mentioned for separate areas.

Suppliers

The article provides a detailed guide on managing suppliers in Halo, including enabling the supplier module, adding new suppliers, and configuring supplier details such as contact information, email settings, and templates. It covers associating suppliers with items, contracts, and assets, and logging issues with suppliers. The guide also explains using the API for supplier communication and setting up agreements, user contacts, and bills. Configuration options for column profiles, list views, and purchase order restrictions are also highlighted.

Surveys

This article provides a detailed guide on setting up customer satisfaction surveys in HaloPSA. It covers survey creation, adding custom fields, configuring the survey link in ticket closure emails, and setting the percentage of tickets that trigger surveys. There is guidance on team-level configurations and how to handle end-user closure confirmation. The article emphasizes the importance of correctly configuring text and link variables to ensure surveys are properly sent and completed by end-users, alongside providing visual examples of each configuration step.

Ticket Dashboards

This article provides a comprehensive guide on using Ticket Dashboards for organizing and displaying ticket information in a customized manner. It covers the benefits and methods of creating and configuring these dashboards, including how to add and display widgets for detailed ticket insights. The guide also explains the use of Reports, Ticket Details, and Custom HTML widgets, offers configuration tips, and outlines the process for customizing the dashboard layout for optimal ticket management and visibility within an organization.

Ticket Rules

This article provides a comprehensive guide on configuring and using ticket rules in a system. Ticket rules help automate updates to tickets based on specified criteria. The guide includes detailed instructions on setting up different rule types, configuring criteria, determining outcomes, and setting notifications. It also covers special functions such as adding OLAs and manual ticket rule usage for bulk updates. Additionally, the article gives examples of useful ticket rule applications and details on configuring ticket rules through global and detailed settings.

Time Tracking

This guide focuses on time tracking within the Halo system, explaining how agents can log time on actions or via quick time entries. It covers configuring time logs, customizing timers, adding or deleting time entries, and viewing timesheets. The guide also explains how triggering rules based on time taken can automate task assignments. Additionally, it provides instructions on setting charge types for quick time entries and managing timesheet entries effectively through configuration options.

Timesheet Approvals

This article provides a comprehensive guide on configuring and managing timesheet approvals, including enabling timesheets, assigning managers for approval, and handling approval or rejection processes. It details how holidays can be integrated into timesheets and outlines various configuration settings for timesheet management. Agents can submit timesheets for approval, and managers have the ability to approve or reject them, including options for reversing approvals. The article also explains how to configure rejection emails and manage holiday time entries within timesheets.

To-Do Lists

This article guides users on setting up and managing to-do lists in Halo, which can be attached to tickets manually or through pre-configured templates. It covers creating to-do lists and groups, integrating them into workflows, and customizing them for specific customers. The guide demonstrates adding to-do items via different methods, organizing lists, using ticket templates, and applying customer-specific to-do lists, enhancing task management and workflow efficiency.

Updating Workflow Step Based on the Stage that is Clicked

Workflows

The article provides a detailed guide on setting up and managing ticket workflows. It covers creating workflows and steps, adjusting workflow details, and implementing actions and automation. Key areas include access restrictions, automations such as Quick Actions and Integration Runbooks, and conditions for triggering specific steps. It also discusses access to workflow views and permissions for modifying them. The focus is on streamlining the ticket resolution process while ensuring flexibility and control over actions available at each step.

Working on Tickets