FAQs

A Step-by-Step Guide to Make a Bulk Change in the Halo Database Through the API Using JSON in Postman

Accounting Tool Not Syncing

Accounts Codes

Action Not Showing on a Ticket

Adding and Returning Stock Overview

This guide explains the processes for managing product stock and assets, including adding items to stock, creating assets, consignment, and returning assets. It covers how to use purchase orders or manual actions to bring products into stock and create related assets. The document details the consignment process where items are allocated to user sites, reducing available stock. It also discusses procedures for returning serialized and non-serialized assets to stock. Configuration settings influencing these processes and stock behavior are also outlined, along with how linked assets interact with stock records.

Agents

The knowledge base article titled 'Agents' details configuration options available for managing staff with Halo Licenses. It describes features such as assigning roles, setting permissions, and customizing preferences for agents within a team. It highlights key functionalities including role-based permission inheritance, agent profile management, default settings for views and notifications, and approval processes. Information is given on how agents can engage in activities like purchase order approvals and manage their work hours, holiday allowances, and charge rates. Detailed tables and settings allow personalized configurations for agents including screen layouts, default views, language preferences, and accessibility options.

Agreements (Contracts)

This article provides detailed guidance on configuring and managing agreements and contracts within a billing system. It covers features like agreement cost calculations, the roll-over of unused time, asset valuation, agreement rules, and the automation of billing and invoice processes. It explains how to create and manage recurring invoices, and it offers customization options such as agreement signing, automated notifications, and agreement expiry. The guide also includes instructions for importing customer and supplier agreements and provides links to additional resources and templates for configuring agreements.

AI

This article provides a comprehensive guide on configuring AI features for ticket management, including setting up AI connections, embedding scores, and vector search databases. It outlines the process for enabling AI insights, ticket matching, and search functionalities using Azure or OpenAI connections. The article also covers configuring AI to generate knowledge base articles, perform sentiment analysis, detect thanks emails, and conduct user satisfaction surveys. It explains the use of AI for automatic ticket replies and virtual agent configurations, along with handling custom AI integrations and reviewing OpenAI and Azure AI logs.

AI Article Creation

AI Azure Translator

This article provides a guide on integrating and using Azure AI Translator in Halo. It explains how to enable and configure the module, highlighting the steps to obtain an API key and set region parameters. The guide includes instructions for translating notes in tickets and using translation features in the Self-Service Portal. It also covers auto-translating language packs and configuring action toggles for translation. The service allows for translations of user and agent notes into the viewer's language, with options for text or HTML translations and a monthly character limit.

AI Emotion Detection (Old functionality)

AI Suggestions (Tickets and Articles)

This guide provides instructions for configuring AI suggestions for ticket and article management. AI can improve ticket handling by matching new tickets with historical ones, using embedding scores to suggest field values or automate actions. To enable this, users must first configure AI ticket matching. AI suggestions can include changes to estimates, assigned agents, categories, priorities, and more based on historical data. For article suggestions, Azure AI Search acts as the vector database. Once set up, AI insights and suggestions appear within the ticket interface, assisting agents in efficient ticket resolution.

Allow Users to Self-Issue Items

This guide explains how to enable users to self-issue items through a portal. It covers steps to allow item viewing and incorporates an 'Items Issued' field in relevant ticket types. Users can browse and select items necessary for resolving incidents or making new requests. Additionally, a catalogue view can be enabled for user-friendly navigation, and items can be restricted to suit specific services. The guide also describes showing a summary screen for users to review their selected items before submitting a request.

ALSO Integration

The ALSO Integration guide outlines the process for connecting Halo with ALSO to synchronize customer and subscription data. It involves enabling the integration module, entering necessary login details, and configuring customer mappings. Customers and subscriptions can then be imported into Halo, either manually or automatically, based on set schedules. The integration allows for the periodic syncing of data, automatic invoice calculations based on subscription details, and ensures updated customer information. It also provides options for managing license deactivations and importing cost and price data.

Anonymous Ticket Logging

Appointment Types

This article provides guidance on configuring appointment types within the HaloPSA system. It describes various settings such as sequence ordering, name assignment, color customization for calendar entries, and integration with Microsoft Teams. It also outlines how to make specific fields mandatory, manage agent status, and enable appointments for resource booking. Additional features include the option to remove attendee information for internal use appointments.

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 Processes

This article provides a detailed guide on setting up and managing approval processes within a ticketing system. It covers various aspects such as creating and configuring approval processes, defining rules for approval steps, setting up Change Advise Boards (CABs), and managing user permissions and notifications. The document explains the different options available for customizing approval workflows, including auto-approval conditions, delegation of approval tasks, and the use of secure authentication methods. It also includes instructions on configuring email templates and notification rules to keep agents and users informed of approval outcomes.

Areas

Asset Fields

The asset fields in asset management provide additional details like model and serial number. They can be configured within the asset management module and added to asset types through action buttons. Users can select specific fields types, such as text boxes or checkboxes, and dictate system behavior through system use settings. Optional settings include making fields mandatory or excluding them from change history records. The article guides on how to manage and utilize these fields, with examples including the use of parent-child links and system integrations like AnyDesk.

Asset Groups

The article discusses the organization of asset groups within a management system, highlighting their use for collating different asset types, such as firewalls and routers, into functional categories like 'Networking'. The piece provides detailed configuration options for asset groups, including naming, sequence, and applicability in different modules like 'Assets' and 'Products'. It further explores various field settings for assets, touching upon aspects like invoicing, consignability, tax implications, and QuickBooks integration, enabling customized asset management and consistent ordering across document types.

Asset Management General Settings

The article details the configuration options available in the Asset Management module of Halo, focusing on the general settings of asset management. It covers fields like asset labeling, uniqueness of asset tags, automatic asset number generation, and customization of asset status visibility. Additional settings include the use of barcode and QR code scanners, asset user visibility, and the linking of assets to agreements. The article also addresses permissions, asset merging, and various import functionalities to manage assets efficiently within the system.

Asset Relationships

Asset Statuses

Asset Templates

The article provides a comprehensive guide on creating and utilizing asset templates within asset management. It explains the configuration of various fields like asset type, number, ownership, service level agreements, and more. The template allows the definition of categories like laptops or servers and assigns unique identifiers. Options for associating service catalogues, criticality, and status are also covered. Additional details include relationships with users, suppliers, and the setup of license agreements. The guide is intended to streamline the asset creation process and ensure efficient management.

Asset Types

This article provides an overview of Asset Types in asset management, outlining their creation and configuration through the HaloPSA software. It details how asset types like laptops and mobile phones can be managed, imported, and categorized, including settings for privacy levels, default templates, and statuses. Key features include importing asset types via XLS templates, setting visibility and permissions, resource booking options, and defining relationships between assets. A comprehensive breakdown of options for customization and organization of asset types is included to enhance system integration and asset management efficiency.

Asset Types/Groups

This guide details the process of organizing assets within a system using asset groups and asset types. It explains how to create asset groups and configure asset types to enhance asset management. Asset groups categorize assets, while asset types define unique data fields for each asset. The guide distinguishes between Assets and Items, with assets representing specific instances of a product. Users can organize assets by setting prefixes, field lists, and customizing layouts. The information enables efficient asset tracking and management.

Automated Tickets

The article provides a detailed explanation of configuring automated ticket templates within HaloPSA. It covers various fields and settings that dictate how and when tickets are automatically created according to specified criteria. Users can select specific entities, criteria, and automation features such as ticket type, status, priority, team, and agent assignment. Additional features include intelligent routing, budget management, workflow initiation, and visibility settings for end users. The template also allows for the configuration of related services, resource bookings, and to-do lists, providing comprehensive automation capabilities for ticket management.

Automating Procurement

Azure Consumption Billing (via Halo CSP Integration)

Billing General Settings

The article provides a comprehensive overview of the billing general settings within a system, outlining various functionalities and configuration options. Key features include the ability to export invoices to CSV, allocate credits, manage deferred revenue, edit invoice numbers, and utilize advanced settings for invoicing processes. The document also covers integration settings with third-party software, manual posting of invoices, and advanced customization options for invoice display and grouping. The settings provide tools for enhanced billing accuracy and efficiency in managing financial transactions.

Billing Rules (Formerly Billing Plan Combinations)

This article outlines how to set up billing rules for managing different ticket types, charge rates, and agreements in a billing system. It covers step-by-step instructions on creating billing rules, using filters, setting criteria, and managing billing for incidents and service requests. It explains how to link tickets to agreements, how to handle unmatched criteria, and the importance of sequence in rule checks. It also discusses options for overriding default settings and manually linking agreements to tickets when billing rules are not in use.

Billing Templates

Boost Ticket Processing using AI

This article outlines steps to use AI for enhancing ticket processing by generating automatic user responses and improving agent responses. It involves using Azure OpenAI for automatic responses, configuring actions to send tailored messages, and using an AI model to preview and improve agent replies. Automation workflows can trigger AI-generated responses when tickets are logged, without previewing. AI aids in refining language and format in agent notes. Additionally, AI can detect 'thank you' messages on closed tickets, determining if further action is needed.

Calendars and Appointments General Settings

This article provides detailed instructions for configuring general settings related to calendars and appointments in HaloPSA. It covers various configurations like auto-releasing tickets from SLA hold when appointments start, scheduling options before appointments are due, and settings for appointment notifications. Users can learn about customizing calendar time slots, appointment invite preferences, and status updates. The article also elaborates on managing appointment completion processes and settings for recurring and imported appointments. Additional details are provided on calendar synchronization, integration settings, and data import for appointments and agents.

Call Management General Settings

The General Settings article provides instructions for configuring call management features in HaloPSA. Key settings include options to display 'New Call' buttons, handle call to ticket linking, and manage call scripts. Users can also specify call timers, manage client creation, and link calls to existing tickets. The article explains how to use acknowledgment settings for tickets from calls and offers various single select field settings like charge rate override and call script defaults. Additional options include enabling a knowledgebase suggestion box and configuring call outcome fields such as 'Transferred.'

Call Scripts

Canned Text

Categorisation

Change Management

This article provides details on configuring the Change Management feature in a ticketing system. Key options include displaying various change-related information on the ticket details screen, enabling change collision detection to prevent conflicts with scheduled freeze periods, and setting visibility preferences for changes in the Change Calendar. It also details how to set up maintenance windows and prevent logging of changes outside of these windows. The features aim to ensure effective management of Change Requests, minimizing disruptions during change implementations.

Changing your Halo URL

To change your Halo URL to a custom one, add a CNAME record pointing your desired URL to your original Halo subdomain. An SSL certificate is required for security, either provided by you or generated by Halo's team. The process for altering the Self-Service Portal URL is similar, with a CNAME pointing to a specific portal subdomain.

Charge Types

Chat

The article provides a guide on configuring chat features within a system, focusing on user and agent settings. It details the setup of chat profiles for automated interactions and the activation of live chat for end-users. The agent settings include options for chat display, agent assignment, viewed content, and chat timing. Additional features such as canned messages, chat connection methods, and advanced settings like auto-ending and ticket logging are explained. The guide also covers options for attachments, chat styling, and handling abandoned chats.

Chat Bot and Chat Profiles

Halo PSA's chat bot functionality enables users and agents to interact and perform tasks via chat. The system requires a configurable chat profile to manage responses and procedures. Key features include user verification, starting live chats, and utilizing AI for translation and interaction. The chat bot can guide users through processes like ticket logging and handle translations with Azure. Customizable chat profiles dictate responses and start conditions, and chat auditing is available from version 2.208 onwards. The chat area consolidates chat management for agents.

Chat Profiles

This article covers the configuration of chat profiles in a system, focusing on parameters that define chat accessibility, authentication, and customization options. It details settings for access control, embed scripts, user matching with JWT tokens, theme selection, and personalization of chat interface through color choices and icon customization. The article also explains configuring Bot Flow, allowing for automated responses and user input handling. Additional settings include ticket creation on chat conclusion and feedback mechanisms. These features enable integration and management of chat services across different platforms and user types.

Composite Reports

Configuration Change Tracking and Instance Pipeline Management

The article provides a detailed guide on managing configuration changes and synchronization between UAT and production environments for Halo. It explains how to enable configuration change tracking, manage and synchronize instances, and roll back changes when necessary. The system offers a comprehensive audit trail of changes, supports multiple entities, and provides best practices for configuration management. It also details how to manage multiple instances, improve module loading, and configure mailboxes for testing environments. The article emphasizes the importance of syncing, planning changes, and maintaining security measures.

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.

Connecting Halo to BI Tools: Publish Profiles & Direct Database Access

This article provides instructions on using Publish Profiles in Halo to send report data to BI tools like Power BI and Postman. Users can create a Publish Profile, add reports for publication, and authenticate via basic or bearer methods. The guide explains accessing and connecting data in BI tools, setting up scheduled emails, and exporting reports to SharePoint. With Publish Profiles, users can easily manage large data sets without database access, ensuring seamless data transfer and integration with BI platforms.

Consignment PDFs

Contract (Agreement) Types

Country/Region Codes

Creating a Report From an Action

Creating Quotations

This article provides a comprehensive guide on creating and managing quotations within a system. It explains the steps for raising quotations, either from an existing opportunity or as a stand-alone, detailing product bundles, editing options, and Etilize integration. The guide also covers constructing the quotation and sending it to customers, including tracking changes and utilizing email templates. It emphasizes best practices such as linking quotes to opportunities for seamless tracking and outlines configuration possibilities for customizing the quotation process and integrating various functionalities.

CSV Templates

Custom Buttons

The article provides instructions on configuring custom buttons within the HaloPSA platform, accessible via the HaloPSA Academy. Users can specify button attributes such as name, label, icon, usage (e.g., opening URLs or triggering runbooks), color, and position in lists. Visibility can be controlled based on asset access levels, statuses, and dynamic conditions. It offers options for opening links in new tabs and selecting conditions under which the button appears, particularly when asset control is applied.

Custom Tables

This article provides guidance on configuring Custom Tables within the HaloPSA platform. It details various fields such as table name, table label, and notes, and explains their roles in database storage and display. Additionally, it covers linking tables to entities, import procedures, ordering data, and setting up data entry types. The article describes functions like importing spreadsheets, using import keys, and scheduling import searches. Advanced settings like schema tables, SQL scripts, and statistics table configurations for report snapshots are also discussed.

Custom Tabs

Customer Relationships

To set up customer relationships, add entries to the 'Relationships' multi-select option on a customer's details tab. These relationships are pre-configured from the configuration menu under users and user relationships. Ensure the entity is of type 'Customer Relationships.' Unlike popup notes, which are customizable and added via the settings tab, customer relationships are pre-configured and reusable for multiple customers. Popup notes can be made to appear in a modal window by checking a box, while customer relationships do not have this feature.

Customer Types

Database Lookup Example - Attaching the User's Role to a Ticket.

Department Settings

Document Management

Email General Settings

The article provides comprehensive guidance on configuring email settings within HaloPSA, including mailbox setup, email rules, and formatting. It explains how to manage incoming emails, set dynamic exclusions, and configure email tags for ticket updates. The article also covers various email options related to forwarding, ticket creation via email, and treating agent emails as end-user communications. Outgoing email settings are detailed with options for email templates, previews, and auto-reply management. Additional features include email threading, multi-language templates, and automated acknowledgement handling.

Email Rules

Email Templates

The article provides detailed information on configuring email templates within the HaloPSA system. It explains the different components of email templates such as template description, subject, body and their settings. It also covers the use of dollar variables to customize the content. Additional functionalities include SMS, phone call text configuration through Twilio, and the application of templates within various processes like approvals, email rules, mailboxes, and notifications. It guides on how templates can be leveraged across different features of the system to automate and streamline communication.

Enable HTTP strict transport security (HSTS)

Enabling Secure Cookies in the Web Application

Expenses Settings

The article covers managing expenses within a billing system. Users can configure expense types via a Lookup Codes menu, which allows them to create descriptive names for different expenses. The system provides an option to enable reviews of expenses similar to labor reviews, ensuring expenses are checked before invoicing. A review status is reflected in the system, indicating when expenses are approved and ready for billing.

Fair Use Policy

The Fair Use Policy outlines rules for using the Halo Web Application Software and Hosted Platform. It details what constitutes fair use, including factors such as purpose, nature, amount, and market effect. Users are limited to 500 API requests per 3 minutes, with excessive requests resulting in error messages. Prohibited uses include generating excessive requests, data scraping, and harmful activity. Enforcement may involve account suspension, restricted access, or charges. The policy also prohibits using the platform for illegal or disruptive activities and reserves the right to modify the terms.

Field Groups

Filtering responses via the 'datesearch' query parameter

Finding Missing Entities

Formatted Emails

General Procedure for Integrating with an RMM

Giacom Integration

The Giacom Integration guide details how to connect and synchronize customer and subscription data between Giacom and Halo. The integration allows for automatic importing and updating of data on a scheduled basis. Key sections cover enabling the integration, obtaining and validating Giacom API keys, importing customers and subscriptions, and handling customer transitions from Inty to Giacom. It ensures that subscription billing and recurring invoice lines are accurately managed and synchronized with Giacom data.

Global Organisation Settings

Halo Application Licensing

This article is a guide for setting up the necessary network configurations to ensure successful licensing calls for the Halo Web Application, including HaloPSA, HaloITSM, and HaloCRM. It specifies the endpoints, IP addresses, and the HTTPS protocol using port 443 needed for licensing communications. For on-premise users, it emphasizes enabling outbound access to specific endpoints. The article includes steps to verify and test access using browsers, Postman, and IIS-hosted applications, highlighting potential issues with security contexts and network restrictions that might affect requests.

Halo DB Integrator

This article provides a detailed guide on configuring and using the Halo DB Integrator for on-premise Halo instances. It is a Windows application running alongside the Halo Web Application to perform scheduled integration syncs. Unlike the standard Halo Integrator, it connects directly to the Halo database, bypassing the Halo API. The article explains installation, configuration, and setup processes, including the requirement to run NHserver for 30 days during migration. It also covers creating and managing scheduled tasks for running the integrator, using different configurations for varied sync frequencies, and offers troubleshooting instructions.

Halo Live Chat - Embedded on Other Sites

The article provides a guide on how to embed the Halo live chat on external websites, including configuring custom fields and chat behavior. It explains setting access to allow the chat to function without user login, and details the embedding process using JavaScript. Users can override chat properties based on webpage criteria, like starting steps and appearance. Custom field data can be populated via the Events API, and there's a method to avoid sending user info directly in JWTs. It also covers syncing chat data with ticket custom fields and progressing chats based on custom field values.

Holiday Management

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

Http to Https redirect in web app

Introduction to HaloITSM/ESM

This article provides an overview of HaloITSM, covering key components such as users, agents, clients, sites, tickets, and service level agreements. It explains the roles of users and agents in managing tickets and the functionalities available for customization, like user preferences and permissions. Additionally, it delves into the administration and configuration of clients, sites, and top-level structures within an organization. Topics such as custom fields, asset management, service catalog, items, reporting suite, and the self-service portal are also discussed to aid in efficient IT service management.

IP Addresses for Whitelisting

The article provides a list of IP addresses to whitelist for hosted Halo users, covering different regions: UK, USA/Americas, AUS/APAC, DE/Frankfurt/EU, CA/Canada, ZA, and Bahrain. These IP addresses are essential for allowing API requests and email connections through SMTP/IMAP/POP. The article also advises adding specific DNS listings to the sending domain's SPF record for proper email delivery.

Items & Stock Control General Settings

The article provides detailed information on managing products and stock control within the HaloPSA system. It covers various settings and configurations such as enabling stock tracking, handling serialized assets, managing stock locations, reserving products, and automating procurement. It also addresses issues like setting default account codes, importing items and stock, and ensuring product uniqueness with options for SKU management. Additionally, guidance is provided on automating invoice updates, managing product bundles, and configuring user permissions for item visibility and self-service features.

Jira Service Management Integration

This article provides a comprehensive guide on integrating Jira Service Management with Halo. It covers enabling the integration module, setting up credentials, configuring mappings for requests, and syncing updates between Halo and Jira. The integration facilitates the exchange of requests and updates between the two systems, including actions and notes. It also details how to configure webhooks for automatic updates and provides guidance for handling customers and suppliers in the context of the integration.

Knowledge Base

The article provides guidance on configuring a Knowledge Base system. Key features include enabling article versioning and drafts, configuring ticket types for article management, and implementing feedback mechanisms. It also covers options for managing access and visibility, such as allowing anonymous access, setting up geo-location restrictions, and linking articles to ticket types. Additional functionalities include full-text search, article suggestions for tickets, and options for managing article views and feedback in user activity feeds. The resolution outlines detailed settings for customizing article management and feedback processes.

Language

Leveraging AI in Halo

This article provides guidance on integrating and using AI within Halo to enhance productivity and innovation. It covers understanding AI capabilities such as automation and predictive analytics, initial setup and configuration, best practices, and common use cases across various industries. The resolution section details specific AI functionalities like ticket matching, AI insights, and article suggestions. Users are guided through connecting AI to Halo, managing ticket data, and utilizing AI for efficient ticket resolution and knowledge creation. Ethical considerations and data privacy are also emphasized.

Mailbox Setup

The article provides a comprehensive guide on setting up and configuring mailboxes in HaloPSA, including details for Google, Azure, Office 365, POP3, IMAP, and EWS. It explains how to handle incoming and outgoing email settings, authentication methods, and security measures like TLS. Additionally, it covers advanced options such as site matching, ticket creation from emails, and configurations for handling Microsoft Defender policies. This guide aims to optimize mailbox management for seamless email processing and integration within the Halo system.

Multi-Tenancy

The article provides a comprehensive guide on setting up and managing Multi-Tenancy in Halo. It covers the benefits of having multiple organizations within a single Halo instance, like customized portal branding, message group overrides, and agent restrictions, which allow for improved organization and performance. Users can create new organizations, assign departments and agents, and manage organization-specific settings. Customizable features such as message group overrides, portal branding, and FAQ restrictions enhance the flexibility of Multi-Tenancy, catering to diverse organizational needs in managing support services efficiently.

Navigating the Quotes and Orders module

This guide provides an overview of navigating the 'Quotes and Orders' module, detailing its various sections related to quotes and orders. It explains how to filter and sort results for easier management. The module is divided into parts covering quotations, sales orders, and purchase orders, each with subsections like open, closed, requires processing, and more. Settings for sales order functionalities such as 'requires ordering' and 'requires invoicing' are discussed, along with customizing column layouts for purchase orders.

News Articles

Notifications General Settings

This article provides details on configuring general notification settings in HaloPSA. It covers various options such as allowing multiple notifications per ticket, enabling notifications for ticket owners for linked actions, excluding API-only agents from notifications, and sending notifications outside of team permissions. Other settings include controlling follower emails, enabling agent mentions in notes, and managing notification completion statuses. An event log feature tracks notification attempts, while different methods for pop-up notification delivery are discussed, ensuring timely alerts via Heartbeat or Websocket methods.

On-Prem Upgrade

The article provides guidelines for upgrading Halo on-premise instances, including selecting a version (Stable, Beta, or Release Candidate) and ensuring system readiness. Users are advised to back up data before proceeding and may need to set up new event services for certain versions. Detailed steps include downloading and extracting files, stopping the web service, transferring files, and performing compatibility checks. Specific instructions vary depending on the current version, with some upgrades requiring additional software installations. Post-upgrade checks involve verifying the version and potentially resetting the cache.

Opportunity Types

Organisation Settings

PagerDuty Integration

This article provides a guide on integrating PagerDuty with Halo instances for incident synchronization. The integration facilitates two-way updates between the platforms, ensuring changes in one reflect in the other. The deprecated NHServer method is replaced with webhooks for setup. The setup involves enabling the PagerDuty module in Halo, generating an API key in PagerDuty, and configuring webhooks for various incident and ticket events. Additionally, service mappings and email settings are required for successful syncing. Testing involves verifying incident and ticket creation and updates between the two platforms.

Pipeline Stages

The article provides a guide on implementing Pipeline Stages within the HaloPSA system. It covers enabling the pipeline feature, linking workflow steps to pipeline stages, viewing pipeline stages on tickets and lists, and grouping items by pipeline stage. It also explains how to use pipeline stages as criteria for ticket rules and restrict stages based on opportunity type. The feature allows for efficient management of opportunity workflows by aligning pipeline stages with workflow steps, enhancing organization and functionality in sales processes.

Pre-Pay

The article provides instructions on configuring the Pre-Pay feature in the billing section of HaloPSA. It includes settings for pre-pay balance checks, threshold notifications, invoice linking, and automatic deductions. Users can set thresholds for notifications when pre-pay limits are exceeded and configure recurring deductions. The guide also explains how to display pre-pay balances on tickets, manage customer-level configurations, and customize invoice descriptions for pre-pay lines. Additionally, it covers how pre-pay time from future periods can be utilized in the current period if needed.

Problem Management

Project Hierarchies

This guide outlines project hierarchies, explaining how they classify tickets as either 'Project' or 'Project Task.' The hierarchy determines organization and billing processes in project management. 'Project' tickets are higher in billing precedence, affecting invoicing and how child tickets are grouped under tabs. Different tabs display child tickets based on their hierarchy, with projects under the 'Projects' tab and tasks under the 'Project Tasks' tab. Invoicing is structured so that a 'Project' ticket includes all associated task time, while 'Project Task' tickets handle their own invoicing separately.

Project Management General Settings

The article provides guidance on configuring general settings for project management in HaloPSA. Key settings include enabling project view in the interface, using project dates for appointments, and displaying non-consignable items from related sales orders. It also covers enabling end-user closure confirmation, estimate-based forecasting, and calculating project budgets. Various configuration options affect how project data is viewed and managed, like controlling visual indicators for budget thresholds and calculating budget using billable time only. These settings can optimize project management efficiency and accuracy.

Protect token signing keys with a certificate

Qualification Matching

The article provides a comprehensive guide on Qualification Matching for distributing tickets within the HaloPSA system. It details how qualifications are configured to influence agent assignment based on a ticket's requirements. Key features include weighting, which affects agent listing priority, and mandatory qualifications for ticket assignments. The system allows tickets to be load-balanced if an assigned agent is unqualified. Users can edit, clone, or delete qualifications and set criteria for ticket matching. Additionally, it includes options for setting validity dates for agent qualifications.

Quotations General Settings

This article discusses the configuration options for managing quotations in HaloPSA. It covers various settings such as using gross margin instead of markup, tax calculation methods, default statuses for quotes, and options for attaching PDF quotations to emails. It also details features like comparative quoting, product grouping, and managing product bundles. Additionally, it provides information on customizing PDF templates, handling item codes for miscellaneous items, and setting canned messages. There are options for automatically managing the lifecycle of quotes when integrated with sales orders.

Read-only connection for reports

Recurring Billing Profiles

Recurring Invoices

The article provides a comprehensive overview of setting up and managing recurring invoices in HaloPSA. It explains various configurations such as automatic invoice generation, email settings, billing defaults, and asset tracking. The guide emphasizes the flexibility in customizing invoice schedules, cost tracking, and pro-rata settings. Also covered are advanced features like meter tracking, tiered pricing, and approval processes, enabling tailored billing solutions. The article concludes with tips on importing recurring invoices and managing associated data.

Release Notes

This guide provides a comprehensive overview of navigating release notes for the Halo software. It covers how to find and search for release notes, understanding different versions and their significance, and the release cycle. Users can view specific mobile releases, distinguish between stable, candidate, and beta releases, and understand email notifications for upgrades. Version numbers are explained, indicating application updates, software releases, and patches for minor fixes. The guide also outlines the process of accessing release details and understanding version changes in the Halo web and mobile applications.

Remote Support General Settings

Reporting General Settings

The General Settings knowledge base article provides detailed guidance on configuring various reporting options in the system. It covers setting dashboards and charts for the home screen, accessing side menu dashboards, and enabling export options for reports in CSV, XLS, and JSON formats. Additional settings include allowing PDF previews in the browser, creating 'My Reports' and 'My Scheduled Reports' sections, and choosing color palettes for report charts. The article also discusses permission settings, report data loading preferences, and the configuration of PDF templates. Key features like forecasting and security settings for reporting access are also addressed.

Resource Booking

The article covers the configuration of resource booking in asset management and calendar & appointments settings. It details how to set up asset types, workdays, and ticket types. It addresses agent resource booking settings, allowing appointment bookings, requiring user login, timezone consideration, and setting minimum and maximum advance booking times. It also includes options to display contact fields like phone number and email address for user bookings.

Restricting Field Access & Visibility

Roles

The article explains how 'Roles' function in Halo, providing a way to change agent permissions, team memberships, and notification settings in bulk. It details how these roles affect permissions, costs, and preferences. The resolution includes how to edit, save, clone, and delete roles. It outlines access levels for various functions like tickets, customers, assets, and calendars. It also covers customization options such as creating templates, rules, and custom fields. To update permissions, an agent must log out and back in.

Rules

This article provides guidance on configuring rules for tickets and sales in a system, outlining detailed instructions on rule evaluation and application. It includes information on fields such as precedence, use, and criteria for triggering rules. The article explains how to set various outcomes when a rule is matched, such as assigning teams or agents, setting priorities and statuses, and applying service level agreements. It also covers manual rule application considerations and notification options for when rules are matched.

Sales General Settings

Sales Mailboxes

Sales Orders

This article describes various configurations and settings available for managing sales orders. Key features include setting default values for product codes, tax calculation methods, and project templates. Users can customize sales order line descriptions, create projects automatically, and link purchase orders to projects. The system enables consignment requirements for invoicing, control over sales order statuses, and adjustments to line items when invoicing. Additional options include displaying grouped items, managing attachments, and setting default PDF templates. The article provides detailed guidelines for utilizing these features to optimize sales order processing.

Sales Views

The article outlines the configuration options for managing Sales Views within a system. It provides details on setting default views for agents and teams, grouping lists, and configuring filter and column profiles for viewing opportunities in various formats such as tables, Kanban, and tiles. It also covers the customization of list visibility and sequence, extending accessibility through APIs for different organizations. Specific instructions are detailed for organizing and applying filters, list groups, and column orders, offering a comprehensive guide to configuring the sales view environment for tailored accessibility and usage.

Scheduled Tickets

The article provides detailed guidance on setting up and configuring Scheduled Tickets within HaloPSA. It includes instructions on scheduling frequency, setting start and end dates, configuring ticket details such as type, status, priority, and associated teams or agents. The article also covers advanced settings like holiday considerations, SLAs, budget tracking, and linking articles or services. Users can customize tickets with additional agents, to-do lists, or attachments, and specify conditions for child ticket creation. This ensures a comprehensive, repeated ticket generation based on user-defined parameters.

Security & Performance

Self Service Portal

The article provides detailed guidance on configuring and customizing the Self Service Portal for users. The portal allows end-users to perform various tasks such as logging tickets, searching knowledge base articles, and managing approvals. Key features include theme customization, anonymous access options, login requirements, and the ability to tailor information displayed on the portal. The article also outlines settings for user registration, ticket logging, and asset visibility. Advanced configurations include custom HTML integration, service status display, and GDPR compliance options.

Service Level Agreements

This article provides an overview of configuring Service Level Agreements (SLAs) within a system, detailing various settings such as work hours, response and resolution targets, and notification preferences. It covers how to set SLAs according to user priorities, define when timers should reset, and specify actions for breached SLAs. It also explains how to activate or deactivate SLAs and adjust parameters for specific timeframes. The article emphasizes compliance tracking, offering options for customizing SLA reminders and auto-releases based on ticket status and user interaction.

Services

The article offers guidance on configuring various settings and options within the Service Catalogue module, including how to display service statuses and manage service categories in the user portal. It discusses default ticket types, button display options, and service access permissions for agents. The document details how services can be ordered, searched, and how favorite services can be highlighted. Pricing visibility, knowledge base linking, and service status automation are also covered. Additionally, the article provides information on importing services and configuring email rules for service notifications.

Setting up the "Instances" area for On-Prem Halo Instances

The "Instances" area in On-Premise Halo requires a manual setup to replicate the automatic feature in Hosted Halo. This setup involves creating a JSON array with the names and connection strings of each Halo database and updating the appsettings.json file for each instance. Each Halo instance should be able to connect to the database of other instances, supporting environments like Production and UAT. The process involves defining linked instances, configuring the appropriate settings, and ensuring changes are saved and sites are restarted to apply the configuration.

SFTP guide - including SSH Key pair generation and Public key transfer

This article provides a guide on generating and using SSH keys for Halo SFTP services. Users need to create an SSH key pair, where the private key acts as a password for SFTP connections. The public key must be passed to Halo for validation and user assignment. The ssh-keygen command is used to generate keys on UNIX, MacOS, and Windows 10+. Once validated, connection details are provided for use with SFTP clients like Putty or FileZilla. Instructions for setting up FileZilla using the SSH key are included.

Site Contact Types

Site Fields

SLA General Settings

The article provides a detailed guide on configuring Service Level Agreements (SLAs) in HaloPSA, including tracking response and resolution times, setting default SLAs, managing time zones, and handling VIP user escalation policies. It explains various settings for editing SLA targets, response behaviors, and notification warnings for upcoming SLA breaches. Options for managing SLA Hold Reminders, priority changes out of hours, and configuration of Operational Level Agreements (OLAs) are also discussed. The article emphasizes customization and flexibility in managing SLA settings and notifications.

SMS Settings

Software Licensing

Software Releases

Splashtop Integration

The article guides users on integrating Splashtop with Halo for remote support, both attended and unattended. It details the configuration process, including setting up email types, MAC addresses, and asset fields for unattended access. For attended access, authorization through agent profiles and sending remote session invites via ticket types or live chat is outlined. The guide emphasizes customization options for authorization and ticket actions, highlighting the need to ensure Splashtop Streamer is active for remote connections, and provides instructions for remote session invite setups and integrations.

Splunk On Call Integration

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.

Statuses

Statuses

Super Ops RMM Integration

Supplier Agreements

The article explains how to configure Supplier Agreements in the system. It describes the default column profile settings for the Supplier Contracts page, which can be customized by individual agents. It also details how to create and configure Supplier Contract Column Profiles to adjust the display of contract information on the table view.

Suppliers

The article provides configuration details for managing suppliers within a system. It outlines options such as making supplier updates visible to agents and end-users, requiring supplier contracts for ticket actions, and setting supplier access control for agents. Additionally, it explains features for importing supplier data via files, setting default viewing lists and column profiles for supplier searches, and customizing the presentation of supplier information in the system.

Surcharges

Surveys

The article provides a detailed guide on configuring surveys within a ticketing system. Users can enable feedback sections in ticket details, utilize one-click feedback, and customize feedback messages and scales. Options to track negative feedback, mandate comments, and manage survey distribution are available. Custom fields for surveys, satisfaction level mappings, and settings to limit feedback entries to one per ticket are also discussed.

Syncing Exchange Calendars (For On-Prem Web Exchange Only)

This article provides a guide for syncing Exchange calendars for on-premise web Exchange users. It explains the Exchange Integration, how to connect to Exchange, and sync appointments. Users must configure 'App Impersonation' for integration and can monitor sync requests through inbound/outbound logging. Changes in Halo are synced to Exchange immediately, while changes in Exchange sync to Halo on a schedule. It also discusses recurring appointment syncing and troubleshooting integration issues. Note that NHServer is deprecated for hosted customers, but relevant for on-premise users.

Tax Rates

The article describes the configuration of tax rates within a billing system. Tax rates can be imported from QuickBooks Online and configured within the system. Users can define tax rate details like the name, whether it's a composite tax, linked tax rates, rate percentage, and category code, which helps categorize transactions and apply the correct tax rate for invoice lines. The configuration allows for flexibility in tax calculations and categorization, facilitating accurate billing and auditing.

Teams

The article provides an overview of Halo's Teams configuration, allowing the grouping of agents into teams to manage their application access. It outlines team settings such as team name, department, team leaders, and contact information. Additionally, it covers ticket assignment options, resource booking, and load balancing. Agent permissions, team templates, and categorizations are also discussed, highlighting customization for team management. This detailed explanation serves as a guide to configuring and optimizing team functionalities within the Halo application.

Templates

The article provides a comprehensive guide on configuring ticket and project templates within a system, including various field types and settings. Templates can be customized with details like ticket status, priority, and associated teams or agents. Users can define complex rules, such as workflow initiation, approval processes, and budget management. The guide also covers multi-agent setup, milestone management, and child ticket creation rules. Additionally, it highlights how to manage attachments, end-user visibility settings, and integration with self-service portals. Templates allow users to standardize and streamline ticketing processes efficiently.

Ticket Groups

Ticket Link Types

Ticket Types

This article provides detailed guidance on configuring Ticket Types in HaloPSA. It covers the various aspects such as naming, grouping, agent assignment, workflow integration, and visibility settings for both agents and end-users. The resolution section explains how to customize ticket behavior and appearance, including default templates, access controls, and visibility of fields in the user portal. It also addresses change management, risk assessment, and communication settings when logging tickets, helping users tailor the ticket management process to their organizational needs.

Ticket Views

This knowledge base article details the various ways to view and organize tickets within a service desk platform. It covers default views, ticket viewing options by team, type, and status, and customizing views for child tickets with Gantt and Kanban options. The article also explains how to configure column profiles, which dictate the information shown in ticket tables, and discusses advanced options like multi-ticket filtering. Additionally, it includes instructions on mentioning agents directly from the ticket list and setting up views for sales processes.

Ticket Views

The article provides a detailed explanation on configuring views within the HaloPSA platform for tickets and sales. It covers options such as default view settings, list grouping, filter profiles, column profiles, and list visibility. Users can customize views per agent or team, set default filter and column profiles, and configure list and filter groups to refine ticket displays. Additionally, it includes customizable criteria for lists and profiles, enabling a tailored experience for different user needs.

Time Management

The article provides an extensive guide on configuring time management settings in HaloPSA. Key features include tracking non-billable and travel time, managing shifts, and using timers on tickets and actions. It also covers managing timesheets, allowing for precise time logging, and includes settings for timesheet approvals and notifications. Additionally, the guide explains time logging options, such as mandatory user selection and associating time with tickets. It emphasizes customization options with checkboxes and single-select fields for specific time management needs.

Triggering Mail Campaigns From Opportunities

Updating On-Prem instance URL

To update the URL of an on-premise web application, ensure the HTTPS certificate for the new URL is installed on your web server and configure the DNS record to direct traffic to it. Set a HTTPS binding on the Halo site in IIS. Use the Config.exe in Halo to update API, AUTH, and Agent Web App URLs. Save changes, restart IIS, and clear cache using a specific URL if navigation issues arise.

User - Asset Relationships

User Roles

The article provides guidance on configuring user roles within a system. It outlines how to edit, clone, or delete user roles and describes various permission settings, including access to tickets, assets, quotations, invoices, and service catalogs. It also explains specific options, such as allowing users to log tickets for others, send ticket acknowledgment emails, and override chat profiles. Additionally, it covers user role department settings, detailing how roles can be assigned department manager privileges and how approval processes can be configured for managers.

Users General Settings

This article explains the general settings for managing users, customers, and sites in a system configuration menu. It describes options to customize labels, manage user groups, add or hide features for users, organize dropdown lists, configure email notifications, address input settings, and automatic redaction of sensitive data. The settings allow for flexibility in managing user access, default user and site attributes, CRM notes, and column profiles. It also covers import and merging functionalities for users, customers, and addresses, with unique identifiers for efficient management.

Using "Drag and Drop"

Using Postman

Viewing Child Tickets on the Portal

Vorboss Integration

Web Announcement

The article provides a comprehensive guide on web announcements in the End-User Portal. It covers key aspects such as setting an end date for announcements to automatically remove them, overriding options at client and top levels, and configuring visibility and location in the Self Service Portal. It also details permissions, allowing agents to set announcements, while administrators retain control regardless of the permissions set. The document includes figures for better understanding of configurations and settings involved.

Webhook Integration

This article explains how to configure and utilize webhooks for data retrieval and posting to external applications using Halo. Key topics include setting up webhook basics, authentication methods, payload configuration, event-triggering, batching options, and customizing field data in payloads. Webhooks can be configured for better performance by enabling batching, which reduces the number of webhooks sent. Options such as 'Batch wait seconds' and 'Maximum items per batch' help optimize delivery. Users can also choose to send ID or display values in payloads for single select fields.

Westcoast Cloud Integration

Workdays

Workflows

X.509 for encryption