Setting Hierarchies and Overrides

Acknowledgement Email Hierarchy

The article explains the hierarchy and settings for sending acknowledgment emails in Halo. It outlines the various locations and configurations where acknowledgment email rules can be set, such as email rules, user preferences, mailbox settings, ticket type defaults, and client settings. Key points include the conditions under which acknowledgment emails are sent or not, the impact of user settings, and additional considerations such as site domain name matching and email forwarding rules. The guide helps automate who receives acknowledgment emails when a ticket is logged.

Charge Type Overrides Explained

Chat Profile (for Self-Service Portal) Overrides

This article outlines the hierarchy for setting chat profiles within the Self-Service Portal. It details how the user role, customer, organization (in multi-tenancy models), and global settings can override default chat profiles. For user roles, overrides can be set under the permissions tab, with the role ID determining precedence. Customers and organizations have settings for chat profiles in their respective configuration sections, while global settings can be adjusted in the chat configuration section. These settings allow for customized chat experiences for users.

Home Screen Dashboard Overrides

Mailbox Overrides

This article explains the hierarchy and process for setting up mailbox overrides in Halo. It details where overrides can be configured at various levels, including Action, Customer, Top Level, Ticket Type, Team, Department, and Global. It also covers setting mailbox access restrictions to ensure only specified teams or departments can use certain mailboxes. Additional settings like updating default mailboxes when none are set and using the agent's default team's email as the default 'From' address for standalone actions are discussed. The instructions are applicable from version 2.198+.

Message Group Overrides

Screen Layout Overrides

SLA Hold Reminder Overrides

SLA Overrides

Tax Code Types

The article provides a detailed guide on various tax code types used within a system, explaining where they are set and their application. It covers item/product tax codes, sales and purchase tax codes, and specific codes for labor, agreements, and prepay. Certain codes integrate with Xero, a financial software, impacting sales and purchase tax calculations. Default tax settings can be overridden by customer profiles, ensuring appropriate tax rates for transactions such as sales, purchases, labor charges, agreements, and prepay invoicing.

Ticket Category Defaults and Overrides

Ticket View Overrides

Time zone Overrides

This article outlines the hierarchy for time zone overrides in various contexts within Halo, such as SLA calculations and resource booking. The primary hierarchy is based on whether SLAs use agent or user working hours, with the ticket field overriding other settings. Overrides can be set at the ticket, team, site, workday, or global levels. It also details how to determine if working hours are agent-based or user-based and provides instructions on setting overrides in different locations.