Tickets

Action Settings

This article provides guidance on configuring and troubleshooting 'Actions' within the HaloPSA system, covering various settings and options available for customizing action buttons on tickets. It discusses workflow integration, ticket type permissions, visibility settings, communication options, system use, and additional features like sending emails, attaching reports, and integrating with OpenAI for automated responses. Troubleshooting steps include checking workflow steps, ticket type allowances, and configuration settings to ensure actions appear correctly on tickets.

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

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.

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.

Field Groups

Problem Management

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.

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.

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.

Statuses

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.

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 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

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.

Tickets General Settings

The article outlines configurations for the general settings in a ticketing system. It covers default ticket types, the ability for agents to select ticket types, customer/site selections, intelligent routing, and load balancing. It details options such as default estimated time for tickets, user search and manual entry, ticket reassignment criteria, and allows modifications for ticket status and view permissions. It also describes workflow visibility, handling of attachments, use of canned text predictions, agent and team assignment behaviors, and enabling features like quick close and template applications for tickets.

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.

Workflows