# Halo upgrade briefing: 2.236 → 2.250 > What changes when a HaloPSA / HaloITSM instance moves from stable 2.236 to stable 2.250. The changes worth reading were picked and summarised by AI (gpt-5.6-luna, 2026-10-15) from every Halo release note in between; Halo's own wording is quoted under each change — check it before acting on anything. - 150 changes - Web page: https://www.usehalo.co/upgrade - Every release note between these stables, bug fixes included: https://www.usehalo.co/?from=2.236&to=2.250 ## Overview This release puts most of its effort into billing and invoicing, AI, tickets, integrations, and asset management. It adds recurring-billing controls, broader AI configuration and search options, asset workflows, and changes to several integration behaviours and APIs. The largest changes include enhanced ticket to-do lists, PII detection and redaction, Amazon Bedrock and built-in OpenSearch support, portal dashboards, asset workflows, and ConnectWise RMM v2 support. Administrators should also review removed ticket API fields and other integration or configuration changes before upgrading. ## Before you upgrade (check while still on 2.236) 1. Review integrations and synchronisation processes that use fields removed from the tickets API, including cost, invoice, quote, audit and third-party integration fields. (#1247497) 2. Review ConnectWise RMM v2 changes and record current site and field mappings before switching, because the switch clears mappings, removes alert webhooks and cannot be reversed. (#1101749) 3. Check notification trigger intervals above 10,000 and reduce them before upgrading. (#1446582) 4. Identify runbooks using the unsupported trigger option that will be removed and revise their workflow configuration. (#1431810) 5. Review payment-processing-fee invoice payments that currently sync to accounts integrations, because those payments will temporarily stop syncing. (#1500689) ## After you upgrade (switch these on) 1. Enable enhanced to-do lists in ticket settings to provide the redesigned tab, reordering and completion and ownership details. (#980071) 2. Enable PII detection in Configuration > Users > General Settings and configure permissions, automations and ticket types for review and redaction. (#1056146) 3. Create an Amazon Bedrock API key and configure the AI connection with its AWS Region and default model. (#1006253) 4. Switch hosted instances to the built-in OpenSearch connection for AI vectors and re-index records after changing the vector database. (#1362042) 5. Enable portal access to selected ticket dashboards and configure the relevant column profiles and dashboard tabs. (#1222188) 6. Enable asset workflows and configure conditional steps, custom buttons, runbook automations and asset-type workflow behaviour. (#1419727) ## Main themes - **AI configuration and controls:** AI configuration is reorganised into five modules, with new Bedrock and built-in OpenSearch options. Administrators can also detect or define PII detectors and restrict AI search results. (#1006253, #1056146, #1143333, #1362042, #1091239, #1388838) - **Ticket and portal experience:** Ticket work gains redesigned to-do lists, inline field editing and automatic assignment. Portal users can access selected dashboards, browse Knowledge Base tiles and use more controlled ticket access. (#980071, #1222188, #1418699, #1330603, #982218, #1127170) - **Integration and API changes:** The release adds or updates several integrations, including ConnectWise RMM v2, Zoom, Juniper Mist and Sage. It also removes fields from the tickets API and changes some synchronisation behaviour. (#1101749, #1381769, #1170636, #1339577, #1247497, #1500689) - **Billing and recurring invoices:** Recurring billing gains scheduled price increases, bulk line editing, subscription-based quantities and period calculations, plus additional contract and deferred-revenue controls. (#472392, #1080572, #1109662, #1353066, #1367503, #1403112) - **Asset management and automation:** Assets can use workflows, lookups, field validation, action forms and status restrictions. Integration precedence and dependency loading can also be controlled. (#1419727, #1043200, #1240313, #1385189, #424050, #1340209) ## Removed or changed (9) Behaviour that is different after the upgrade. ### Warn about losing assignable team access Agents & teams, Permissions & access, Tickets · Version 2.250.51 · Note #1474777: https://www.usehalo.co/?note=1474777 Removing a role from an agent, or an agent from a role, now warns when the change removes an agent's complete assignable access to a team. Tickets in that team are handled as when a team is removed directly. **Halo's note:** Removing a role from an agent (or an agent from a role) now warns you when the change results in any agent's complete loss of assignable access to a team; their tickets in that team are handled the same way as when a team is removed directly ### Remove closure notes from AI suggested resolutions AI features, Tickets · Version 2.250.1 · Note #1434683: https://www.usehalo.co/?note=1434683 The AI Suggested Resolution field will no longer be populated with the closure note from the closest matching ticket. **Halo's note:** Removed functionality that populated the AI Suggested Resolution field with the closure note of the closest matching ticket ### Payment fee invoices no longer sync to accounts integrations Billing & invoicing, Integrations & sync · Version 2.250.71 · Note #1500689: https://www.usehalo.co/?note=1500689 Payments for payment-processing-fee invoices will temporarily stop syncing to accounts integrations. This changes how those payments are handled in integrated accounts systems. **Halo's note:** Prevent payment processing fee invoice payments from syncing to accounts integrations (temporary) ### Restore confirmation for embedded chat end events Chat · Version 2.250.21 · Note #1449567: https://www.usehalo.co/?note=1449567 The existing haloChat_inboundEvent_endChat event now prompts the user before ending a chat. A new haloChat_inboundEvent_forceEndChat event ends the chat immediately. **Halo's note:** Reverted a change to embedded chat events API **Halo's write-up:** Reverted the end chat event behaviour added in 2.250.1 which meant the _haloChat\_inboundEvent\_endChat_ event would instantly end a chat without confirmation from the user. It will now show prompt the User if they wish to end the chat. Instead, a new event has been added, _haloChat\_inboundEvent\_forceEndChat_ which replicates the new behaviour of ending the chat straight away. ### Removed fields from the tickets API Integrations & sync · Version 2.244.1 · Note #1247497: https://www.usehalo.co/?note=1247497 The tickets endpoint no longer returns a large set of fields, including cost, invoice, quote, audit and third-party integration fields. Integrations and synchronisation processes that use these properties may need updating. **Halo's note:** Deprecated some API fields from the tickets endpoint **Halo's write-up:** Below is the list of fields that have been removed: overrideticketcost, supplier\_slaexcuse, changestate, approvedby, invoicepaiddate, agreedcleared, planneddateend, faultcodeopen, laststatus3rdparty, inform3rdpartysystem, surveyneeded, knownerror, development, causedby, emaildisplayname, acctmaninformedsurvey, laststatuschangeinformed, quotedescription, quotelabouramount, quotepriority, budgetcode, actualcost, invoicestatus, invoicedescription, invoicelabouramount, invoicematerialsamount, quotematerialsamount, ukasaccredited, labno, alternativecontactno, operationalserviceid, requestdetailsprinted, serviceformprinted, auditstatus, auditunum, auditdate, auditnote, auditfaileddate, auditfailednote, userrequestedapprover, mailentryid, lessonslearned, laststatuschangeinformedmanager, lastbugzillasync, sapid, sapattachmentsuuid, projectconsignmentheaderid, projectconsignmentdetailid, devops\_agent, devops\_comment\_count, laststatuschangestatus, laststatuschangestatusdate, backup\_radar\_id ### Limit notification trigger intervals to 10,000 Notifications · Version 2.250.21 · Note #1446582: https://www.usehalo.co/?note=1446582 Notification trigger interval values must now be 10,000 or less. Existing configurations using higher values need to be checked and adjusted. **Action:** Review notification trigger intervals above 10,000 **Halo's note:** Notification triggers with interval input now only accept a value less than or equal to 10,000 ### Remove role selection from new subscriptions Sales & purchasing, Permissions & access · Version 2.250.41 · Note #1462314: https://www.usehalo.co/?note=1462314 Roles can no longer be set on a new Subscription, and the Roles tab is removed from the New Licence/Subscription screen. Roles can still be set on a Licence after it is created. **Halo's note:** Roles tab has been removed from the New Licence/Subscription screen, now only be set on a Licence once it has been created, and not on a Subscription at any point ### Preserve an existing main site when moving sites Users & customers · Version 2.250.51 · Note #1492851: https://www.usehalo.co/?note=1492851 Moving Customer A's main site to Customer B no longer replaces Customer B's existing main site; it is added as a standard site instead. This prevents unintended customer-site changes. **Halo's note:** Fixed an issue where moving Customer A's main site to Customer B replaced Customer B's existing main site; it is now added as a standard site ### Remove unsupported Runbook trigger option Workflows & automation · Version 2.250.1 · Note #1431810: https://www.usehalo.co/?note=1431810 An unsupported option has been removed from the Runbook trigger list. Administrators using that option should account for its removal in workflow configuration. **Halo's note:** Removed an unsupported option from the the Runbook trigger list ## New features (74) Capabilities the old stable did not have. ### Amazon Bedrock AI integration Headline · AI features, Integrations & sync · Amazon bedrock · Version 2.244.1 · Note #1006253: https://www.usehalo.co/?note=1006253 Amazon Bedrock can power virtual-agent responses, vector embeddings and other AI functions through a new AI configuration connection. It supports an AWS Region, API key and selectable default model. **Action:** Create an API key in the Amazon Bedrock Console and configure the connection **Halo's note:** Amazon Bedrock integration is now available **Halo's write-up:** Amazon Bedrock is a new connection type available to select in the AI configuration. It mirrors the functionality of the OpenAI integration by generating responses for virtual agents, generating vector embeddings, and powering various other AI functionality throughout the system. To set up the connection, you must first generate an API key in your Amazon Bedrock Console. This can then be entered into the Halo setup screen, along with the relevant AWS Region to connect to. You can also enter a default AI model to use - if left blank, it will default to openai.gpt-oss-20b. It uses the Amazon Titan Text Embedding v2 model to generate embeddings for tickets, articles and services. Please note that if you have previously used the OpenAI / Azure OpenAI connection to create embeddings, you must clear the vector database before switching to Amazon Bedrock, as the old vectors will be incompatible. The majority of existing AI functionality is supported by this connection, with the exception of AI Agents, external MCP servers, and some runbook-based functionality. Support will be expanded in the future. ### Detect and redact potential PII in tickets and chats Headline · AI features, Tickets · Version 2.238.1 · Note #1056146: https://www.usehalo.co/?note=1056146 Agents can identify potential personally identifiable information in tickets and chats for review and redaction. The feature adds a Privacy Centre and supports automations that scan selected events and ticket types. **Action:** Enable the functionality in Configuration > Users > General Settings and configure agent permissions, automations and ticket types as required. **Halo's note:** Added functionality to automatically flag potential PII data for Agents to review and redact **Halo's write-up:** This feature introduces a set of privacy enhancements to help identify and redact any unwanted PII within Tickets and Chats. To configure this functionality, go to Configuration > Users > General Settings and find the following section: [screenshot] From here you can enable the functionality, which will enable the Privacy Centre icon on Tickets, and the Privacy Centre module in the navigation menu, for Agents which have a PII Data Access Level permission configured. You can also configure a set of automations to fire to scan for PII data on certain events, as well as the Ticket Types these should be queued on. On a Ticket, you will see a shield icon followed by a number if there are any active PII detections: [screenshot] When hovering on the shield, a manual scan can be triggered for the Ticket being viewed, or you can view any flagged pieces of data by opening the Privacy Centre: [screenshot] In this view, you can multi select pieces of data to redact or ignore. Alternatively, you can click into a detection to view further details to confirm exactly what has been flagged and therefore what would be redacted. After redaction, the flagged data is replaced with the type of data that was detected: [screenshot] **Please note that redaction is permanent. It cannot be undone.** Additionally, there is a Privacy Centre Module available which can be used to see a list of all Tickets with active PII detections, as well as an Audit log for redact/ignore history: [screenshot] [screenshot] The following fields will be scanned for PII data: Tickets - Details - Details HTML Actions - Note - Note HTML - Email Body - Email Body HTML Chat - Chat Message - Chat Message HTML ### Use built-in OpenSearch for AI vectors Headline · AI features · Version 2.250.1 · Note #1362042: https://www.usehalo.co/?note=1362042 Hosted customers can use Halo's built-in OpenSearch connection for AI vectors without connection setup. It supports indexing knowledge-base articles and services as well as tickets, but records must be re-indexed after changing the vector database. **Action:** Switch to the built-in OpenSearch connection and re-index records **Halo's note:** Added a new AI vector database option: Built-in OpenSearch **Halo's write-up:** For hosted customers, the AI configuration now has a built-in OpenSearch connection option. It uploads vectors to Halo's native OpenSearch instance, meaning no connection setup is required. Unlike Halo Vector Store v1, this option supports indexing of KB articles and services in addition to tickets. If using Halo Vector Store v1 it is recommended to switch to the built-in OpenSearch connection to stay up to date with the latest Halo features relating to embeddings. Note that after changing the vector database, records will need to be re-indexed. ### Asset workflows Headline · Assets & CMDB, Workflows & automation · Version 2.250.1 · Note #1419727: https://www.usehalo.co/?note=1419727 Assets can use conditional workflow steps, asset custom buttons and runbook automations. Asset types can start workflows, control whether progress is shown and change the assigned workflow when the type changes. **Halo's note:** Added workflow capabilities to assets **Halo's write-up:** The 'Asset Workflows' module has been added to asset management. Asset workflows can be configured with conditional steps, steps to allow certain asset custom buttons, as well as having automations which queue runbooks. [screenshot] Runbook automations will add a record to the asset's action history such as the below when completed: [screenshot] Asset types can be configured to start a workflow, and there are new settings to determine if the workflow progress is shown on assets of the given type and to change the workflow against an asset when it is changed to the given type. The workflow against an asset is a field which can be changed directly from the asset, and the workflow progress will show above the asset's tabs: [screenshot] Note that custom button visibility restrictions on the workflow are applied in union with the restrictions against the buttons themselves. ### Display ticket dashboards in the self-service portal Headline · Dashboards & reporting · Version 2.248.1 · Note #1222188: https://www.usehalo.co/?note=1222188 Column profiles and ticket dashboard tabs can now be made available to portal users, with support for most agent-app widgets. Several widget types and ticket-progress actions remain unsupported. **Halo's note:** Added support for ticket dashboards in the self-service portal **Halo's write-up:** Column Profiles Column profiles can now display as dashboards in the self-service portal. All widgets available in the agent app are supported in the self-service portal. [screenshot] Ticket Dashboard Tabs When creating a custom dashboard tab for a ticket, you can now specify if it is available to agents, users, or both.  If available to users and not hidden by the ticket type configuration, the dashboard tab will show to users. Most widgets are supported with a few exceptions: - Integration widgets like Microsoft Teams are not supported - Ticket List Widgets are not supported - The widgets displaying ticket fields cannot be edited. - Actions are not supported on the ticket progress ### ConnectWise RMM v2 API support Headline · Integrations & sync · ConnectWise · Version 2.244.1 · Note #1101749: https://www.usehalo.co/?note=1101749 ConnectWise RMM can use the v2 (Asio) API, but switching is irreversible. Site and field mappings are cleared during the upgrade and must be reconfigured; alert webhooks are no longer supported. **Action:** Review the v2 changes and reconfigure mappings before switching **Halo's note:** ConnectWise RMM v2 API Support Added **Halo's write-up:** **ConnectWise RMM now supports the v2 (Asio) API** Upgrading to v2 is an irreversible, one-way change. Once switched, it is not possible to go back to v1. On upgrade, site mappings and field mappings are cleared and will need to be reconfigured. Preference style settings, such as "new alert user" are kept as-is. **Sites & Assets** Sites can be imported as before. If a site already exists in Halo, it needs to be added to the site mappings manually. Any new sites not already in Halo will be imported under the client set in the "Default Client" field. Asset import still supports asset type matching and now supports more fields being mapped to Halo asset fields. **Alerts** Webhooks are no longer supported in v2, alerts are now imported via the Halo Integrator on a short schedule. Alerts can still be closed from Halo and the alert in ConnectWise RMM will be closed as well. A new "Closed Alert Status" setting has been added, which lets admins pick the ConnectWise status to use when closing an alert from Halo (only statuses in the Closed category are shown). When matching a user to an alert, Halo will first try to match to a user associated with the asset the alert is linked to. If no asset users are found, it will fall back to the site's general user, and if that isn't set either, it will use the user configured in the "New Alert User" setting. ### Enhanced ticket to-do lists Headline · Tickets · Version 2.250.1 · Note #980071: https://www.usehalo.co/?note=980071 An optional redesign moves ticket to-do lists to a tab in the agent application and portal, adds reordering and richer item context, and displays completion and ownership details. **Action:** Enable enhanced to-do lists in ticket settings **Halo's note:** Added the option to enable enhanced to-do lists on tickets **Halo's write-up:** This option can be enabled in ticket settings. When this is enabled, the to-do list will move to a tab on the ticket in both the agent application and the portal. You will be able to edit to-do items and reorder items in both groups and standalone.  There will also be an additional HTML field when you edit/add a to-do list item. This can be used to provide context for the to-do list item and can be expanded/collapsed on the to-do list item. Ticket variables can be used in this field to populate information from the ticket.  There is a visual change now that the to-do lists are in a table. There will be key information regarding the to-do list item (completion date, completed by and added by). ### Automatically assign tickets when agents change status Headline · Tickets, Agents & teams · Version 2.238.1 · Note #1330603: https://www.usehalo.co/?note=1330603 Up to five unassigned tickets can be assigned when an agent switches to a configured status, subject to ticket type, team and load-balance limits. SLA-hold tickets can also be included when configured. **Halo's note:** You can now automatically Assign up to 5 Unassigned Tickets to an Agent when they switch to a specific Status **Halo's write-up:** This can be configured at the Agent Status Level: [screenshot] This works by checking to see if there are any Open, unassigned Tickets in filtered by the Ticket Type and Team selected. If so, a check is performed to see if the Agent has any space for new Tickets based on configured Load Balance limits. If space is available, the Tickets are assigned. Additionally, this takes into account Tickets on SLA hold if the setting to include Tickets on SLA hold is enabled. Up to 5 Tickets are checked to see if they can be assigned, based on oldest Ticket ID first, similar to how Load Balance scheduled assignment works. Once the Agent has reached their Load balance limit, they will not be assigned any remaining Tickets of the 5 checked. ### Edit ticket and related fields from ticket lists Headline · Tickets, Custom fields · Version 2.250.1 · Note #1418699: https://www.usehalo.co/?note=1418699 Ticket field values can be edited directly in ticket list views, and user, site and client custom fields can be edited from ticket details. The feature must be enabled, and editing those related records requires modify access. **Action:** Enable the edit values option in Tickets > General Settings **Halo's note:** You can now edit ticket field values in ticket lists and edit user/site/client custom fields on ticket details screen **Halo's write-up:** This must be enabled in Tickets > General Settings: [screenshot] Then when in a main list view, the edit values option will be available within the three dot menu: [screenshot] Also, you can now edit user/site/client custom fields from the ticket details screen. This does require modify access to the user/client unlike when updating user/site/client custom fields via a ticket action. ### Restrict Virtual Agent and MCP search results AI features, Search · Version 2.244.1 · Note #1091239: https://www.usehalo.co/?note=1091239 Search Tickets can be limited by ticket type, ITIL type or ticket type group, while Search Articles can be limited by FAQ List. This supports agents designed for specific use cases with narrower content access. **Halo's note:** Added filter options to the "Search Tickets" and "Search Articles" functions on the Virtual Agent and MCP configuration **Halo's write-up:** When configuring the Search Tickets function, you can now restrict the results based on ticket type, ITIL type, or Ticket Type Group: [screenshot] Similarly, the Search Articles function can be restricted by FAQ List. This is useful when creating a Virtual/Operations Agent for a specific use case that only need access to a subset of ticket types or articles. ### Group AI ticket matching by ticket type AI features · Version 2.244.1 · Note #1114678: https://www.usehalo.co/?note=1114678 AI Matching Groups restrict ticket matching to tickets whose types belong to the same enabled group. This makes suggested matches more specific by preventing matching across unrelated ticket types. **Halo's note:** AI matching Groups have been added **Halo's write-up:** You can now restrict AI ticket matching by ticket type using AI Matching Groups, configured at **Configuration > AI > AI Ticket Matching**. A ticket will only match against tickets whose types belong to a shared, enabled group. [screenshot] You can then add a ticket type to an existing group at the ticket type level [screenshot] This aims to make AI ticket matching more relevant by only suggesting matches between tickets that have something meaningful in common, rather than matching across the entire vector store. ### Fuzzy service search and portal AI controls AI features, Search, Service catalogue · Version 2.238.1 · Note #1310874: https://www.usehalo.co/?note=1310874 Services can be searched using fuzzy matching, and new settings control AI search availability on the portal. These changes affect service catalogue search and portal AI configuration. **Action:** Configure the new portal AI search settings if required **Halo's note:** Added fuzzy search for Services and introduced new settings to control AI search availability on the portal ### Let AI agents populate ticket action fields AI features, Tickets · Version 2.238.1 · Note #1337555: https://www.usehalo.co/?note=1337555 AI Agents, Virtual Agents and MCP configurations can use a selected ticket action’s field list as function parameters, allowing the AI to populate action values such as priority and category when the action is available at the current workflow step. **Halo's note:** AI Agents can now log an action whilst populating the action's field list **Halo's write-up:** A new function is available to select on AI Agents, Virtual Agents, and the MCP configuration: "Use specific action" On the function configuration, an action can be selected, and its field list will be used as function parameters. This allows the AI to dynamically populate values on the action - for example, it can auto-triage a ticket by choosing a priority and category. For the function to work, the action must be available on the ticket's current workflow step, and the AI can verify this using the Get One Ticket function to view the list of available actions. It's therefore recommended to also configure the Get One Ticket function. If configuring this on a Virtual / Operations Agent, API Type must be set to "Responses API". Previously, it was only possible for an AI to use Quick Actions via the "Action a Ticket" function. This existing function has been renamed to "Use a Quick Action" for clarity. ### Create custom PII detectors AI features · Version 2.250.1 · Note #1388838: https://www.usehalo.co/?note=1388838 Administrators can define PII detectors using regular expressions, allowing detection rules tailored to their organisation. **Action:** Create detectors in Configuration > Users > General Settings **Halo's note:** You can now create custom PII Detectors **Halo's write-up:** These can be created in Configuration > Users > General Settings. These function based on Admin defined Regular Expressions. ### One-click approval links Approvals, Notifications · Version 2.248.1 · Note #1418172: https://www.usehalo.co/?note=1418172 Approval email links can be approved with one click. This is configured for each approval process step. **Halo's note:** Added the option of one-click approvals for approval email links **Halo's write-up:** This is configured on the individual approval process step. ### Book multiple assets at once Assets & CMDB, Calendars & scheduling · Version 2.250.1 · Note #519405: https://www.usehalo.co/?note=519405 Resource booking can allocate multiple assets in one booking, with configurable maximum and minimum asset availability settings controlling which slots are shown. **Halo's note:** Added the option to book multiple assets at once **Halo's write-up:** It is now possible to book multiple assets at once using resource booking.  The maximum number of bookable assets can be configured per booking type using the setting "Maximum number of assets to book" The behaviour then differs slightly based on whether asset selection is allowed. No asset selection (Assets are allocated automatically when selecting a slot) Only slots with at least the maximum number of assets available will be shown.  Upon selecting a slot, the user will be allocated the maximum number of assets configured. Asset selection allowed An additional setting is available for this: "Minimum number of assets available in a slot".  Slots must have at least this many assets to be shown. The user can then select up to the maximum number of assets. ### Populate asset fields with lookups Assets & CMDB · Version 2.250.1 · Note #1043200: https://www.usehalo.co/?note=1043200 Lookups can populate asset and asset custom fields when an asset is updated. They can be triggered by system fields, asset fields and asset custom fields. **Halo's note:** Asset lookups have been added **Halo's write-up:** You can now populate asset fields and asset custom fields with a lookup. These can be triggered by system fields, asset fields, and asset custom fields and will happen when an asset is updated ### Validate asset fields with regular expressions Assets & CMDB, Custom fields · Version 2.244.1 · Note #1240313: https://www.usehalo.co/?note=1240313 Asset fields can use regular-expression validation when data is submitted, with overrides available by asset type and field mapping. This supports more controlled formats for asset data. **Halo's note:** It is now possible to create Asset fields that use regex validation when the field data is submitted and this can be overridden per Asset type and field mapping ### Link existing assets to services Assets & CMDB, Service catalogue · Version 2.248.1 · Note #1382092: https://www.usehalo.co/?note=1382092 When automatic asset and service linking is enabled, assets changed to service or business application types can be linked to existing services instead of only creating new ones. **Action:** Enable Allow automatic linking of Assets and Services **Halo's note:** Added the ability to link existing assets to services **Halo's write-up:** When the setting "Allow automatic linking of Assets and Services" is enabled, you can now link existing assets to services. To do this, you must change the asset to a type that is a service or business application. You will then be asked if you want to link to an existing service or create a new service. The link will be created upon saving the changes to the asset. If changing the type of multiple assets, they will all link to new services. Please note that when linking to an existing service properties shared between the 2 entities, like name, business owner, note, etc., will use the asset's value. ### Prevent status changes on related assets Assets & CMDB · Version 2.244.1 · Note #1385155: https://www.usehalo.co/?note=1385155 Asset statuses can be configured to prevent saving when an asset has parent or child assets. This restriction does not apply when the status is changed through an import. **Halo's note:** Added the ability to prevent selection of an asset status if the asset has any parent or child assets **Halo's write-up:** This is configurable or the status, and will prevent saving assets when the status is selected and the asset has parent or child assets: [screenshot] This does not apply when updating the asset status via an import. ### Use action forms on assets Assets & CMDB · Version 2.248.1 · Note #1385189: https://www.usehalo.co/?note=1385189 Asset custom buttons can open forms containing selected asset, service and note fields, set a resulting asset status and record the submission in the asset's action history. **Halo's note:** Added the ability to use action forms on assets **Halo's write-up:** Asset custom buttons can now be configured to open an action form: [screenshot] This will allow access to the "Field List" tab, where you can add fields to show on the form when completing this action. Some asset system fields, asset fields, asset custom fields, some service system fields, and a note field are available to select: [screenshot] The field visibility on the form is determined through the field visibility on the asset you use the action on. You can also configure the default status for the asset after completing the action: [screenshot] When used on an asset, a modal window will show with the fields that are available to populate: [screenshot] After submitting, a log will be added to the "Action History" tab on the asset. This will show the agent who completed the action, the date completed, the name of the button used, the new status on the asset (if changed) and the note from the action (if set). Changes to other fields are logged in the asset's change history. [screenshot] ### Redirect users to an SSO provider Authentication & SSO · Version 2.250.1 · Note #1385178: https://www.usehalo.co/?note=1385178 SSO applications can redirect users automatically from the Halo login page when an sso_redirect parameter is supplied, supporting sign-in flows from third-party access portals. **Action:** Enable Allow the HaloPSA login page to automatically redirect to this SSO provider **Halo's note:** You can now trigger external login redirects for SSO integrations **Halo's write-up:** Within an SSO application's configuration, you can enable _Allow the HaloPSA login page to automatically redirect to this SSO provider when the login redirect URI parameter is used_. This will then allow you to provide an **sso\_redirect** query parameter against your agent app or user portal UR, which will automatically redirect you to the configured identity provider. [screenshot] This can then be used to automate the sign in flow for third party app access portals. For example, this can be used with Microsoft's My Apps portal or the Okta Dashboard. The Login redirect URI will need to be set as the 'Home Page URL' against the app registration in Microsoft Entra ID or the 'Initiate URL' against the application in Okta. ### Create recurring bills Billing & invoicing · Version 2.238.1 · Note #472392: https://www.usehalo.co/?note=472392 Recurring Bills are now available in billing and invoicing, allowing regular billing arrangements to be represented in Halo. **Halo's note:** Recurring Bills are now available ### Let portal users remove payment methods Billing & invoicing, Users & customers · Version 2.250.1 · Note #549739: https://www.usehalo.co/?note=549739 Users can remove payment methods in the self-service portal. Removing one also deletes it in Stripe and cannot be reversed. **Action:** Enable payment-method removal on the Stripe configuration page **Halo's note:** Added the ability for users to remove payment methods in the self service portal **Halo's write-up:** Option to allow this is on the Stripe configuration page. This will also delete the payment method in Stripe and cannot be reversed. ### Calculate recurring invoice lines from Pax8 data Billing & invoicing, Integrations & sync · Pax8 · Version 2.250.1 · Note #1044947: https://www.usehalo.co/?note=1044947 Imported Pax8 invoice lines can drive quantity, price and cost calculations for recurring invoice lines, with totals pulled directly from Pax8 when invoices are generated or calculated. **Action:** Enable invoice-line imports for the linked Pax8 tenant, or manually import invoices. **Halo's note:** You can now import invoice lines from Pax8 and use these lines as a quantity, price and cost calculation type against recurring invoice lines **Halo's write-up:** - First you will need to enable the import of invoice lines in the pax8 tenant you wish to link to or manually import all invoices via the import invoices button below import subscriptions - These will import into the new distributorInvoice table if you wish to report on it - On a recurring invoice line you can now select a new quantity calculation option for "Create Lines from imported invoice lines linked to Distributor subscriptions" and this will show a new setting to select which subscriptions to match lines against. - When generating the invoice or calculating it will now show the totals pulls directly from Pax8. - In future we will look to expand this functionality to other distributors. ### Schedule recurring invoice price increases Billing & invoicing · Version 2.248.1 · Note #1080572: https://www.usehalo.co/?note=1080572 Recurring invoice prices can increase automatically on a schedule, including multiple scheduled or one-off increases during an invoice creation run. Increases can be set at recurring invoice, line, group or bundle level. **Action:** Enable Use schedule based automatic increases in Configuration > Billing > Recurring Invoices. **Halo's note:** Scheduled recurring invoice automatic pricing increases **Halo's write-up:** You can now automate the increases of prices for recurring invoices based on a schedule. _Configuration -> Billing -> Recurring Invoices -> Use schedule based automatic increases_ When the setting is enabled, there is now an option to use schedule based price increases. This will be accessible from the recurring invoice level, line level and group/bundle level. _Please note that group/bundle level only has the option to use scheduled increases._ This allows for increases to be set on a recurring period between a start and an end and also one-off increases. This now allows for multiple increases to be applied within the same invoice creation run. For example, you could have a monthly increase and a year increase running alongside each other. When the yearly period lapses, both increases will be applied to the line. [screenshot] The increase config to apply will be determined from the first matching level with valid config starting from line -> group/bundle -> recurring invoice. When an increase is due to be applied on the next invoice creation, an icon will display next to the price denoting this. You can then hover on the icon / edit the line to view what the new price will be. [screenshot] [screenshot] ### Bulk-edit recurring invoice lines Billing & invoicing · Version 2.250.1 · Note #1109662: https://www.usehalo.co/?note=1109662 A recurring invoice line area allows recurring invoice lines to be edited in bulk. This helps administrators managing recurring billing across multiple lines. **Halo's note:** Added a recurring invoice line area in invoicing where you can bulk edit recurring invoice lines ### Handle pro-rata for expired or deleted licences Billing & invoicing · Version 2.250.31 · Note #1439716: https://www.usehalo.co/?note=1439716 A new setting addresses cases where pro-rata is not added for licences that expire or are deleted. **Action:** Enable the new pro-rata setting **Halo's note:** Added a new setting to address an issue with Pro-Rata not being added with expiry or deleted licences ### Use client user licences in recurring invoice quantities Billing & invoicing, Contracts, Users & customers · Version 2.250.41 · Note #1476218: https://www.usehalo.co/?note=1476218 Recurring invoice lines can use licences associated with a client's users as calculated quantities. The option is enabled by default and supports licence-based billing. **Halo's note:** Added the ability to select Licences associated with the Client's User as calculated quantities on Recurring Invoice lines **Halo's write-up:** This option can be found in Configuration > Billing > Recurring Invoices > "Include Licences associated with the Client's Users when selecting calculated quantities for Recurring Invoice lines". It is enabled by default. ### Prevent appointments outside agent shifts Calendars & scheduling, Timesheets & shifts · Version 2.248.1 · Note #1329632: https://www.usehalo.co/?note=1329632 Appointments can be blocked from being created outside an agent’s shift hours. This is configurable for organisations using agent shifts. **Action:** Enable Prevent appointment scheduling outside of shift time in Configuration > Time Management > Shifts **Halo's note:** Added the ability to prevent Appointments from being created outside of shift hours for agents using shifts **Halo's write-up:** This can be enabled in Configuration > Time Management > Shifts by checking "Prevent appointment scheduling outside of shift time" ### Show live chat wait time and queue position Chat, User interface · Version 2.238.1 · Note #1117581: https://www.usehalo.co/?note=1117581 Users can see an estimated wait time, queue position, or both while waiting for an agent. Queue position requires a ticket to be logged first and a suitably filtered queue list. **Action:** Configure the display options per Chat Profile and, for queue position, configure the ticket flow and queue list **Halo's note:** You can now show estimated Wait Time and Queue position to Users whilst they are queuing for Live Chat **Halo's write-up:** This feature allows you to show one or both of an estimated wait time, and a queue position as they wait for an Agent to join their live chat request: [screenshot] This can be configured per Chat Profile: [screenshot] In order to use the queue position functionality, you must first ensure that a Ticket is logged before the User starts queuing for Live chat in the Chat flow. You must then select a List to use as the "queue". When the queue position is being fetched, this list is used to apply filters to your Tickets, and any Ticket which appears in the list will be counted in the queue. **It is important** **ensure you adequately filter the list to Unassigned Live Chat requests only**. Please note that if the list's "use" is set to a specific Area, then those filters will also apply. Enabling either the wait time or queue position banner will replace the previous "Waiting for an Agent to join" message shown when queueing for Live Chat. ### Automatically delete inactive chats Chat · Version 2.250.1 · Note #1423697: https://www.usehalo.co/?note=1423697 Chat profiles can automatically delete chats and their messages after a configurable number of inactive days. Entering -1 disables the deletion rule. **Action:** Set the inactivity period in the chat profile settings **Halo's note:** Added a chat profile setting to automatically delete chats and their messages after a configurable number of days of inactivity. **Halo's write-up:** Found in the chat profile settings, this lets you automatically delete chats and their messages after a set number of days without activity. Enter the number of days to enable it, or -1 to disable [screenshot] ### Use user role and site in chat flow criteria Chat, Users & customers · Version 2.250.21 · Note #1462123: https://www.usehalo.co/?note=1462123 Chat flows can now use the user's role and site as criteria. This allows different chat flow behaviour for users based on these attributes. **Halo's note:** Added User Role and site as chat flow criteria ### Grant service access from contract types Contracts, Service catalogue · Version 2.248.1 · Note #1032788: https://www.usehalo.co/?note=1032788 Contract types can specify related services and service categories. Contracts using those types automatically grant the contract client's users access, and the relationships can also restrict service access. **Halo's note:** Added two new fields to contract types: Related services & Related service categories **Halo's write-up:** If a contract type has related services/service categories, when a contract uses that contract type, it will automatically grant the client of the contract user access to the service/service category. This can also be added as a restriction on service/service category. ### Exclude custom fields from audit history Custom fields · Version 2.244.1 · Note #1191767: https://www.usehalo.co/?note=1191767 Client, site, user, asset and ticket custom fields can be excluded from audit or change history. This gives administrators control over which configured fields are recorded in an entity’s history. **Action:** Enable the exclusion setting on relevant custom fields **Halo's note:** You can now exclude specific Custom Fields from the Audit/Change history **Halo's write-up:** This can be done for Client, Site, User, Asset and Ticket Custom Fields. To exclude a field from the audit log/change history of an entity, you must go to the Custom Fields configuration in Configuration > Custom Objects > Custom Fields, and enable the following setting: [screenshot] ### Use Product in dynamic field visibility conditions Custom fields, Permissions & access · Version 2.250.8 · Note #1451348: https://www.usehalo.co/?note=1451348 Product can now be used as a condition when controlling dynamic field visibility. This adds another way to show or hide custom fields based on ticket or record context. **Halo's note:** Added Product as a dynamic field visibility condition ### Show aggregates in grouped list rows Dashboards & reporting, User interface · Version 2.250.1 · Note #1418717: https://www.usehalo.co/?note=1418717 Grouped ticket list views can show average, total, minimum and maximum values. Integer and money custom fields are supported across all Halo list entities, with selected system fields also included. **Halo's note:** You can now choose aggregate types to show on grouped by rows in list views **Halo's write-up:** You can now choose aggregate types to show on grouped by rows in ticket list views This includes average, total, min and max. All integer and money custom fields are supported across all Halo list entities. System fields for opportunities, projects and SLAs are also included and will be expanded upon. [screenshot] [screenshot] Examples in grouped by list view: [screenshot] ### Match tickets using Reply-To addresses Email processing, Tickets · Version 2.250.1 · Note #1188865: https://www.usehalo.co/?note=1188865 A setting lets Halo match incoming tickets to users from an email’s Reply-To address instead of its From address. This helps environments where the Reply-To identifies the user more reliably. **Action:** Enable the Reply-To matching setting if required **Halo's note:** Added a setting that enables you to match tickets to users based on the email's Reply-To address instead of the From address ### Import organisations, customers and subscriptions from Crayon Integrations & sync · Crayon · Version 2.250.1 · Note #316979: https://www.usehalo.co/?note=316979 The Crayon integration imports organisations, customers and subscriptions into Halo. It is relevant to organisations using Crayon for these records. **Halo's note:** Added Crayon Integration **Halo's write-up:** You can now import Organisations, Customers, and Subscriptions from Crayon into Halo. The integration can be found in Configuration > Integrations > Crayon. ### Integrate Juniper Mist with Halo Integrations & sync · Juniper mist · Version 2.248.1 · Note #1170636: https://www.usehalo.co/?note=1170636 Juniper Mist sites can be mapped to Halo sites, and all Mist device types can be imported with mapped fields. Imports support explicit site mappings or rules that assign assets based on field values. **Halo's note:** Added the Juniper Mist Integration **Halo's write-up:** **Site Mappings** Mist sites can be mapped to sites in Halo. There are two matching methods: \- Mappings (Explicitly map each Mist site to a Halo site. When importing assets, only devices belonging to a mapped site are imported; devices in unmapped sites are skipped. You can set a default client for any new sites created during a site import.) \- Rules (Assets are pulled at the organisation level, and the Halo site is assigned by rules based on field values. When a rule matches, the asset is created against the site defined in that mapping.) [screenshot] **Asset Imports** All Mist device types can be imported (APs, switches, and gateways). All fields can be mapped, with the option to manually specify a field name if required. [screenshot] You can determine the asset type in one of three ways: \- Fixed type (Use one asset type for all imports) \- Field-based (Derive the type from a mapped field) \- Rule-based mappings (Use rules based on mapped field values) If none of the rules are matched, a default asset type will be used, which can be configured to not allow the import of any assets that don't match any of the rules, allowing for certain assets to be excluded from the import. You can also configure: \- Deactivate deleted assets \- Do not create new assets \- Do not update asset types \- Status for assets when deleted from Mist Assets & Sites can be imported manually or on a recurring schedule using the Halo integrator. When using the integrator, only assets updated or created since the last sync date will be imported. You can clear the last sync date if required. **Alerts** Mist can raise tickets in Halo in real time from alerts. Enable alerts on the connection, then configure the webhook in Mist to point at the endpoint shown on the alerts screen, using the webhook secret so incoming alerts can be verified. [screenshot] You can configure: \- Ticket type (The ticket type used for tickets raised from alerts) \- Assigned user (The user that alert tickets are assigned to) When an alert is received, Halo attempts to match it to an imported asset using the device’s MAC address. If a matching asset is found, the ticket is linked to it and its site. When Mist later sends a resolution for the same alert, the existing ticket is updated with a resolving note and closed, rather than a new ticket being created. ### Trigger webhooks from chat messages Integrations & sync, Chat · Version 2.238.1 · Note #1248939: https://www.usehalo.co/?note=1248939 Webhooks can now send events for new chat messages, with filters for users, live chat, agents and system messages. The feature supports chat profiles and uses the small-object payload type. **Action:** Configure chat message events in the Webhooks module **Halo's note:** You can now configure webhooks to send when a new chat message is sent **Halo's write-up:** This is configured in the Webhooks module. You can restrict what messages are sent for specific chat profiles. The options are: - All messages - Messages from Users (Bot Chats and Live Chat) - Messages from Users (Live Chat only) - Messages from Agents - System messages Please note that the payload type option will always use the 'Small object with key fields only' for Chat Message Events. ### Import unlicensed CSP users as service accounts Integrations & sync, Agents & teams · Microsoft CSP · Version 2.238.1 · Note #1333542: https://www.usehalo.co/?note=1333542 Microsoft CSP imports can treat users without a licence as service accounts. This provides a different import outcome for organisations bringing those users into Halo. **Action:** Enable the new setting for importing users with no licence as service accounts from Microsoft CSP **Halo's note:** Added new setting to import users with no licence as service accounts from Microsoft CSP ### Support Sage 50 UK V33 SDK Integrations & sync · Sage · Version 2.238.1 · Note #1339577: https://www.usehalo.co/?note=1339577 The Sage integration now supports version 33 of the UK SDK, allowing instances using that Sage version to continue synchronising with HaloPSA. **Halo's note:** Added support for Sage 50 UK V33 SDK ### Knowledge Base tiles for the self-service portal Knowledge base · Version 2.246.1 · Note #982218: https://www.usehalo.co/?note=982218 A new portal button type displays FAQ lists as tiles with customised icons, article quick links, search and breadcrumb navigation. This provides an alternative way for users to browse the Knowledge Base. **Halo's note:** Added a new Knowledge Base Tiles display type for the Self Service Portal **Halo's write-up:** This change introduces a new Self Service Portal button type, which displays your Knowledgebase in a tiled mode for improved aesthetics and navigation. When clicking the button, the User is shown your FAQ Lists and a new search bar: [screenshot] Each one of these tiles can have a customised icon, and up to three Articles to show as a quick access, useful to present your most visited Articles. When clicking into an FAQ List tile, child FAQ Lists as well as Articles in the FAQ list are shown: [screenshot] Navigation around the Knowledge Base is achieved by clicking on the Breadcrumb. To customise each tile, you can adjust the settings per FAQ List on the FAQ List's configuration page: [screenshot] To use this Knowledge Base layout, you need to add a new Self Service Portal Button: [screenshot] Within the configuration for this button, you can restrict the root level FAQ list when accessing the Knowledge Base via this button: [screenshot] Additionally, an option has been added in the _Searching_ category of Self Service Portal Configuration to allow the  home screen search bar to make use of the tile mode's searching functionality: [screenshot] This will also make clicking Top 5 Articles on the home screen take the User to the tile mode view. All HTML elements within the tile search have unique CSS classes to allow for full customisation of the tile mode view to suite your Organisations branding requirements. ### Notify followers when they are added or removed Notifications, Tickets · Version 2.250.1 · Note #752092: https://www.usehalo.co/?note=752092 A new follower notification type and follower-added and follower-removed events support notifications based on changes to ticket followers. **Halo's note:** Added a new Follower notification type, along with Follower Added and Follower Removed events ### Restrict access to top levels Permissions & access · Version 2.250.1 · Note #1386763: https://www.usehalo.co/?note=1386763 Roles and agents can have permissions restricting access to top levels. Permissions and restrictions are now separated into different tabs on their details pages. **Halo's note:** Added Role/Agent permissions for restricting access to Top Levels **Halo's write-up:** Additionally, permissions and restrictions have been split out into separate tabs on Role/Agent details pages. ### Let users complete ticket to-do items Projects · Version 2.248.1 · Note #1390318: https://www.usehalo.co/?note=1390318 Ticket types can allow users to complete to-do items, either for all items or according to each item's setting. The permission can also be carried through groups, lists and templates. **Halo's note:** Added the option to allow users to complete To-Do List items **Halo's write-up:** If a ticket type is set to show To-Do Lists to the user, there is now an option to specify if the user can complete them. The setting "User To-Do List Completion" has 3 options: - Not Allowed - The user cannot complete the items - Always Allowed - The user can complete all of them - Can specify per to-do item - When adding to-do items to a ticket, you can specify if users can complete them When configuring to-do list groups and to-do lists on templates, you can specify if the user can complete them, and this will copy over to tickets. However, if set to always allow or not allow editing, then this will override what was configured. When a user completes a to-do list or a to-do list group, it can trigger the corresponding workflow actions to move the workflow. Additionally, the setting "Allow To-Do list items to be links" can be enabled in Tickets > General Settings to allow to-do list items to have an optional link. This link will be shown to agents and users when they can complete the to-do list. ### Report milestones as individual rows Projects, Dashboards & reporting · Version 2.250.41 · Note #1479232: https://www.usehalo.co/?note=1479232 The report query builder can report each milestone separately, with one row per milestone rather than a single milestone value per ticket. This supports more detailed project and dashboard reporting. **Halo's note:** Milestones can now be reported on individually in the report query builder, with a row per milestone rather than a single value per ticket ### Set terms and conditions on quote lines and bundles Quotes & opportunities · Version 2.238.1 · Note #1125718: https://www.usehalo.co/?note=1125718 Terms and conditions can be defined for quote items and bundles, automatically populated on quotes, edited on the quote, and displayed in PDF templates using $-QUOTETCS. **Halo's note:** Added the ability to set terms and conditions (T&Cs) on quote lines, items and bundles (groups) **Halo's write-up:** You can define T&Cs at both the item and quote bundle level, and they will automatically populate on the quote when added. They can also be edited directly on the quote itself. The T&Cs can then be displayed anywhere within a PDF template using the variable $-QUOTETCS. ### Add product groups to sales orders automatically Sales & purchasing · Version 2.246.1 · Note #1088077: https://www.usehalo.co/?note=1088077 When items are added to a sales order, their product groups can be added as order groups automatically. This reduces manual grouping for sales orders using item groups. **Action:** Enable the option in Sales Orders configuration **Halo's note:** Added the ability to automatically add Product Groups as groups on Sales Orders **Halo's write-up:** "Automatically add Item Groups as groups when adding items to sales orders" can be enabled in Sales Orders configuration ### Customise purchase order layouts Sales & purchasing · Version 2.240.1 · Note #1332662: https://www.usehalo.co/?note=1332662 Custom layout profiles can now be created for Purchase Orders, allowing purchase order presentation to be tailored using the layout profile capability. **Halo's note:** Added custom layout profiles for Purchase Orders ### Restrict service statuses to clients and sites Service catalogue, Users & customers · Version 2.238.1 · Note #339483: https://www.usehalo.co/?note=339483 Service statuses can apply to everyone, selected clients or selected sites, with filtering available when viewing current status and history. This provides more targeted service-status management. **Action:** Enable Allow multiple service statuses by restricting who they apply to **Halo's note:** Added the option to specify client and site-specific service statuses **Halo's write-up:** This can be enabled using the global setting "Allow multiple service statuses by restricting who they apply to". This setting cannot be enabled at the same time as "Enable Ticket-driven Service Statuses". When enabled, service statuses can be restricted to: - Everyone - Clients - Sites Multiple clients or sites can be specified per status and will also apply to the future OK status when specifying an end date. [screenshot] When viewing a service, you can view the current active status with the ability to filter to specific clients and sites.  [screenshot] [screenshot] The same filters are available when viewing the status history, with an additional option to show All. [screenshot] When showing the status of related services on a ticket, the current status that applies to the user of the ticket will be shown. Any areas where the user can view service statuses in the self-service portal will show the statuses applicable to them. ### Configure multiple incident details for services Service catalogue · Version 2.238.1 · Note #1145490: https://www.usehalo.co/?note=1145490 Services can have multiple incident details, working like service request details. Existing incident details configured against services are migrated to the new table. **Halo's note:** Services can now be configured with multiple incident details **Halo's write-up:** This works in the same way as the service request details. If a service is configured to allow subscribers to log incidents, the incident details table will appear against the service. The existing incident details configuration against services is migrated to this new table. [screenshot] ### Show all service statuses in the user portal Service catalogue · Version 2.246.1 · Note #1363170: https://www.usehalo.co/?note=1363170 The portal can display every service status, including statuses previously shown to users as a different status. Default status messages are added when this option is enabled. **Action:** Enable Show all service statuses to users in service settings **Halo's note:** Added the option to display all service statuses in the self-service portal **Halo's write-up:** By default, some statuses are only for internal reference, and display as a different status to users. By enabling "Show all service statuses to users" in service settings, all of these will show in the user portal. To support this, default service status messages for these statuses are added when enabling this setting. ### Automate and report SLA breach codes SLAs & targets, Workflows & automation · Version 2.244.1 · Note #1077898: https://www.usehalo.co/?note=1077898 SLA breach codes can be enabled for priorities and reported from SLA details. New workflow actions trigger when response or resolution targets are breached, allowing the workflow to move to another step. **Halo's note:** Added SLA Breach Codes and SLA Breached Workflow action **Halo's write-up:** SLA Breach Codes can now be enabled for SLA Priorities. This works similarly to prompting for a reason when SLA Response / Resolution targets are breached. These codes can be reported on using the slaresponsebreachcode and slaresolutionbreachcode fields from the FaultsSLADetails table. Additional breach codes can be added in SLA general settings. New workflow actions "SLA Response Breached" and "SLA Resolution Breached" have been added. These actions are automatically triggered when a ticket exceeds it's response / resolution target, and can be used to move the workflow to a different step. ### Use criteria groups in ticket areas Tickets · Version 2.238.1 · Note #785880: https://www.usehalo.co/?note=785880 Ticket Areas can use criteria groups to filter and retrieve tickets matching specific criteria, providing more structured ticket-area filtering. **Halo's note:** Added Criteria Groups to Ticket Areas **Halo's write-up:** Ticket Areas now support criteria groups, letting you filter and retrieve tickets that match specific criteria. [screenshot] ### Route replies from closed parents to open child tickets Tickets, Notifications · Version 2.238.1 · Note #832400: https://www.usehalo.co/?note=832400 A ticket type setting can route end-user email updates to open child tickets while leaving the parent closed. If there are no open children, the existing closed-ticket update setting continues to apply. **Halo's note:** Added new "User Emails on closed Tickets with open child tickets" setting to Ticket type Closure Settings **Halo's write-up:** A new ticket type level setting has been added to control how end-user email updates are handled when a closed ticket has open child tickets.  This includes a new option to route the update to any open child tickets while keeping the parent ticket closed.  [screenshot]**\*Note\*** _If the parent has no open child tickets, the update is added to the parent ticket using the existing "Updates on closed tickets" setting instead._ ### Keep tickets assigned when removing agent teams Tickets, Agents & teams · Version 2.242.1 · Note #832838: https://www.usehalo.co/?note=832838 Administrators can prevent tickets from being unassigned when teams are removed from agents, preserving ticket ownership during team changes. **Halo's note:** Added the ability to prevent tickets from being unassigned when removing teams from Agents ### Restrict canned text by ticket type Tickets · Version 2.238.1 · Note #1077011: https://www.usehalo.co/?note=1077011 Allowed canned text can now be restricted for each ticket type, controlling which canned responses agents can use in different ticket contexts. **Halo's note:** Added the ability to restrict allowed canned text per ticket type **Halo's write-up:** This is configurable per ticket type in the allowed values tab ### Share child templates and creation rules Tickets · Version 2.246.1 · Note #1089337: https://www.usehalo.co/?note=1089337 A template or ticket type can reference child templates and creation rules from another template. This centralises shared configuration, with inherited settings editable only from the original template. **Halo's note:** Added new options for adding Child Templates to a Template or Ticket Type **Halo's write-up:** There are now two child template configuration options: **Custom** This option is the existing functionality. You can select specific child templates, configure their creation rules, and copy existing child templates from other templates, including their creation rules, into the current template. **Use child templates from an existing template** This option allows the current template to reference child templates and creation rules configured on another template. The inherited child templates and creation rules can only be edited from the original template, making it easier to manage shared child templates and rules. ### Control portal ticket access by user role Tickets, Permissions & access · Version 2.246.1 · Note #1127170: https://www.usehalo.co/?note=1127170 Advanced Ticket Type access allows logged-in portal users with permitted user roles to access ticket types according to the configured access options. **Action:** Enable advanced Ticket Type access and configure the permitted user roles **Halo's note:** You can now enable advanced Ticket Type access which allowed ticket type access by User Role on the portal **Halo's write-up:** This new setting combination specifically allows the following combination: [screenshot] Logged in Users with the allowed roles will then gain permissions in the same way as the other options available for the setting. ### Use custom tables on embedded ticket forms Tickets, Custom fields · Version 2.242.1 · Note #1333795: https://www.usehalo.co/?note=1333795 Embedded Ticket Forms can now include Custom Tables, extending the data that can be collected through forms embedded outside the main Halo interface. **Halo's note:** You can now use Custom Tables on Embedded Ticket Forms ### Merge and unmerge items with tickets Tickets, Stock & inventory · Version 2.240.1 · Note #1352594: https://www.usehalo.co/?note=1352594 Items can now be merged and unmerged when merging tickets, extending ticket-merge handling to associated stock or inventory items. **Halo's note:** Added the ability for items to be merged and unmerged when merging tickets ### Automatically add related services to parent tickets Tickets, Assets & CMDB · Version 2.250.1 · Note #1430230: https://www.usehalo.co/?note=1430230 Ticket Type settings can now add a child ticket’s related Services and Business Applications to the Parent Ticket when the parent is created or the child is linked. **Halo's note:** Added the ability to automatically add a Ticket's related Services and Business Applications to the Parent Ticket when linking **Halo's write-up:** These new settings can be found in the Settings tab of a Ticket Type. When enabled, the Child Ticket's Services/Business Applications are added to the Parent Ticket whenever a Parent is created from a Child, or a Child is linked to a Parent ### Restrict ticket access to a user’s client Tickets, Permissions & access · Version 2.250.21 · Note #1434247: https://www.usehalo.co/?note=1434247 Advanced ticket type access can now restrict role access to tickets belonging only to the user’s client. **Action:** Configure the new option in advanced ticket type access **Halo's note:** Added a new option to advanced ticket type access to restrict role access to only the users client ### Delegate timesheet approvals Timesheets & shifts, Approvals · Version 2.248.1 · Note #1352447: https://www.usehalo.co/?note=1352447 Timesheet approvals can be delegated to another agent from agent account preferences. The main line manager remains able to approve timesheets while delegation is enabled. **Action:** Configure timesheet approval delegation in agent account preferences **Halo's note:** Timesheet Approval Delegation **Halo's write-up:** You can now delegate timesheet approvals to another agent. This can be configured from your agent account preferences -> Approval Processes _When delegation is enabled, the main line manager will still be able to approve timesheets._ ### Display popup notes on customer records Users & customers · Version 2.238.1 · Note #1116118: https://www.usehalo.co/?note=1116118 Popup notes can be displayed when viewing Client, Site and User records. This gives agents visible notes at the point they view those records. **Halo's note:** Added the ability to display popup notes when viewing Client, Site and User records ### Customise Details tab fields with Screen Profiles Users & customers, User interface · Version 2.238.1 · Note #1129363: https://www.usehalo.co/?note=1129363 Screen Profile layouts can reorder and hide fields on the Details tab for Clients, Sites, Users and Prospects. **Halo's note:** You can now use Screen Profile layouts to reorder and hide fields on the Details tab of Clients, Sites, Users and Prospects **Halo's write-up:** [screenshot] ### Manage site contacts for users Users & customers · Version 2.246.1 · Note #1327600: https://www.usehalo.co/?note=1327600 Site contacts can be configured on the user details page, and the Users API can add, edit and delete a user’s site contacts. This supports maintaining site contact relationships through the interface or API. **Halo's note:** Site contacts can now be configured on the user details page, and new API properties have been added to manage site contacts easily via the API **Halo's write-up:** On the User Details page under the Preferences tab, you can now configure Site contacts  [screenshot] You can also manage a user's site contacts directly via the /Users API endpoint using three new properties: **add\_site\_contacts, edit\_site\_contacts and delete\_site\_contacts**  Examples: To add user ID 28 as a site contact for site 300 with type 1 **_\[{"id":"28","add\_site\_contacts":\[{"site":300,"type":1}\]}\]_** To remove a single contact from user ID 28 by its ID: **_\[{"id":"28","delete\_site\_contacts":\[{"id":8}\]}\]_** To change user ID 28's contact (scid 8) to type 3: **_\[{"id":"28","edit\_site\_contacts":\[{"id":8,"type":3}\]}\]_** To remove just the type 1 contact at site 300 from user ID 28: **_\[{"id":"28","delete\_site\_contacts":\[{"site":300,"type":1}\]}\]_** To remove all contacts for site 300 from user ID 28: **\[{"id":"28","delete\_site\_contacts":\[{"site":300}\]}\]** ### Trigger tickets when contract balance is low Workflows & automation, Contracts · Version 2.244.1 · Note #530898: https://www.usehalo.co/?note=530898 Automated Tickets can be triggered when an action reduces a contract balance below a defined threshold, up to once per period for each contract. **Halo's note:** Added the ability to trigger Automated Tickets when contract balance is below a certain threshold **Halo's write-up:** You can now trigger Automated tickets via contract balance by going to Config > Tickets > Automated Tickets and adding the "Contract balance below X" criteria for the "Agreements" automation criteria type. Automated tickets with this criteria will only ever be triggered when an action causes a contract balance to go below the set threshold. Automated tickets can be triggered up to once per period for each contract. The contracts this criteria applies to can be limited by using the "Agreements" criteria. ### Trigger notifications and webhooks for contract expiry Workflows & automation, Contracts · Version 2.244.1 · Note #531822: https://www.usehalo.co/?note=531822 Contract Expiry and Near Expiry events can trigger notifications and webhooks, supporting automated handling of approaching or reached contract expiries. **Halo's note:** Added Contract Expiry and Near Expiry event triggers for Notification/Webhooks ### Share variables across runbooks Workflows & automation · Version 2.244.1 · Note #1043607: https://www.usehalo.co/?note=1043607 Global runbook variables can be maintained once and used across any runbook. They are configuration tracked and can be synchronised between instances. **Halo's note:** Added global runbook variables **Halo's write-up:** You can now configure a global list of runbook variables that can be used within any runbook. This allows you to maintain a list of frequently used variables and lets you update them in only one place to update all runbooks. These variables are config tracked, so they can be synced between instances. ### Automate edited or deleted ticket attachments Workflows & automation, Notifications, Integrations & sync · Version 2.242.1 · Note #1069777: https://www.usehalo.co/?note=1069777 Automation, webhook and notification triggers are now available when a ticket attachment is edited or deleted, allowing these events to drive existing processes and integrations. **Halo's note:** Add automation, webhook, and notification triggers for ticket attachment edited and ticket attachment deleted ### Instance-specific global runbook variables Workflows & automation, Configuration management · Version 2.250.1 · Note #1422239: https://www.usehalo.co/?note=1422239 Global runbook variables can have different values per instance, allowing the same variable to be reused across production, UAT and other instances where values such as URLs differ. **Halo's note:** Added the option to specify global runbook variable values per instance **Halo's write-up:** This allows the variable to be reused across production, UAT, etc., such as when a different URL needs to be called per instance. ## Improvements (67) Existing features extended or reworked. ### Reworked AI configuration into five modules Headline · AI features · Version 2.250.1 · Note #1143333: https://www.usehalo.co/?note=1143333 AI settings are split into General Settings, Platform Intelligence, Feature Library, AI Agents and MCP Server. The former AI Agent entity is now called Process Agent, while AI Agent is used as a general term for several agent types. **Halo's note:** AI Configuration Restructure **Halo's write-up:** Various improvements have been made to the AI configuration, with the settings page being split into 5 new modules. The "AI Agent" entity has been renamed to "Process Agent", and "AI Agent" is now a general term used to refer to Virtual Agents, Operations Agents or Process Agents. New modules: - **General Settings** \- Connection setup, embeddings setup, search settings and logs - **Platform Intelligence** \- Various AI functionality that is powered by embeddings - **Feature Library** \- Various AI features that use the generative AI connection - **AI Agents** \- Operations Agents, Virtual Agents and Process Agents - **MCP Server** \- The Halo MCP server configuration ### Use Halo tasks from Zoom Headline · Integrations & sync · Zoom · Version 2.244.1 · Note #1381769: https://www.usehalo.co/?note=1381769 A new Halo app for Zoom lets agents message users directly from tickets and use shortcuts or slash commands to perform Halo tasks within Zoom Workspace. **Action:** Install the Halo app by completing the sign-in process from within Halo **Halo's note:** Improvements to the Zoom integration **Halo's write-up:** A new Halo app is now available to install into your Zoom instance. This app can be leveraged by agents to perform Halo tasks from within your Zoom Workspace. The app must be installed by completing the sign-in process from within Halo.  [screenshot] The app gives you access to two new areas of functionality: Direct Messaging and Shortcuts/Slash Commands. **Direct Messaging** The direct messaging functionality gives you the ability to message a user in Zoom directly on a ticket. [screenshot] Once enabled, a _Message on Zoom_ option will appear on tickets underneath the user's email address. [screenshot] Clicking this provides an input window for you to type and send your message. [screenshot] **Shortcuts & Slash Commands** Once the app is installed in Zoom, it will appear under the Apps section in Zoom Workspace. [screenshot] Once in the apps conversation panel, each agent will need to individually sign into their Halo account. This can be done using the _/halo Connect_ command. [screenshot] Once connected, there are a variety of different slash commands available to you. 1\. /halo Follow - add yourself as a follower of a ticket. [screenshot] 2\. /halo Unfollow - remove yourself as a follower of a ticket. [screenshot] 3\. /halo Create - adds an input message to the chat to create a ticket. [screenshot] 4\. /halo Update - adds an input message to the chat to update a ticket. You can add a note and update the ticket's status. [screenshot] 5\. /halo Find - sends a message to the chat containing basic information about a ticket. There are also action buttons to view, update, and follow/unfollow the ticket. [screenshot] 6\. /halo Disconnect - severs the connection between your agent account and the Zoom account. Whilst you are connected to a Halo agent account, you can also use message shortcuts to create a ticket from a message you have received. [screenshot] Selecting the _Create ticket_ option will pop open a new input window where you can choose a subject and add any additional details to the ticket submission. [screenshot] When submitted, the additional notes will be displayed in the body of the ticket, alongside the original message. [screenshot] **Call Management** This functionality remains unchanged and is still available without connecting to the new app. ### Controls for co-managed agents Agents & teams · Version 2.250.1 · Note #1010512: https://www.usehalo.co/?note=1010512 New settings can prevent billing for co-managed actions and restrict the teams available on client tickets, giving organisations more control over co-managed agent activity. **Halo's note:** Added several settings to improve usage for co-managed Agents **Halo's write-up:** 1. Added a new billing setting to prevent the billing of comanaged actions 2. Added a new allowed teams table to clients to restrict the list of teams on tickets ### Let virtual agents populate ticket fields AI features, Tickets · Version 2.238.1 · Note #1324665: https://www.usehalo.co/?note=1324665 The Virtual Agent and MCP ticket-creation function can pass eligible ticket type fields to the AI as parameters, including standard and custom fields. Select fields and custom-field types are excluded or limited by their visibility, editability and available options. **Action:** Configure the fields to use as parameters for the Create New Ticket function **Halo's note:** The Virtual Agent / MCP function to create a ticket can now allow the AI to populate the ticket's field list **Halo's write-up:** A setting has been added to the "Create New Ticket" function to include the ticket type's field list as parameters for the AI to populate. See the "fields to use as parameters" option below. [screenshot] Fields will be used as parameters if they are visible and editable on the New Ticket screen. The following fields are supported: - Summary - Details - Priority - Team - Agent - Impact - Urgency - Asset - Start Date - Target Date - Start Date & Time - Target Date & Time - Custom Fields (excluding tables and dynamic SQL selections) When using single- or multi-select custom fields, the AI will be sent a list of available values to choose from, provided there are less than 30 options available. The value set by the AI must be an exact match. If using a Virtual or Operations Agent, this new setting is only available when using the Responses API type. ### Expand MCP and virtual-agent entity searches AI features · Version 2.244.1 · Note #1331127: https://www.usehalo.co/?note=1331127 AI entity-list functions support pagination and ticket searches can include an open-only parameter. Operations Agents and MCP also gain functions to search and retrieve clients and sites. **Halo's note:** MCP Server and Virtual Agent Function improvements **Halo's write-up:** - Functions that return a list of entities, e.g. Search Tickets, now support pagination, allowing the AI to show more results. - Added an "open only" parameter to the Search Tickets function, allowing the AI to choose whether to include closed tickets or not. - Operations Agents and the MCP server have 4 new functions available for retrieving clients and sites: - Search Clients - Get One Client - Search Sites - Get One Site ### Download AI agents and abilities from the repository AI features · Version 2.250.1 · Note #1355229: https://www.usehalo.co/?note=1355229 Runbooks containing Process Agents and AI Abilities can be downloaded from the online repository and added automatically. Creating a Process Agent also creates its associated Application with permissions based on its selected functions. **Halo's note:** Improvements to AI Agents and Abilities **Halo's write-up:** **Online Repository** Runbooks containing Process Agents and AI Abilities can now be downloaded from the online repository, with the associated agents and abilities being automatically added to your instance. The range of AI features available in the repository will be expanded over time. **Process Agent configuration improvements** Creating a Process Agent now automatically creates an associated Application record rather than needing to configure it manually. The permissions on the related application are determined based on the selected functions (e.g. adding the "Get One Ticket" function to the Process Agent automatically adds the "read:tickets" permission to the associated application). Note that you may need to manually add extra permissions to the application in some scenarios (for example, if the Process Agent needs to view the Asset associated with a ticket, then the application would also need "read:assets"). **Other Uses tab** An "other uses" tab has been added to Virtual Agents, Operations Agents, Process Agents and AI Abilities, allowing you to view the associated chat profiles or runbooks where they are used. ### Filter tickets and fields by approval status Approvals, Tickets, Custom fields · Version 2.246.1 · Note #1206968: https://www.usehalo.co/?note=1206968 Approval Status can be used in ticket list filters and in visibility criteria for ticket dynamic fields. This supports workflows that show or filter ticket information according to approval state. **Halo's note:** Approval Status can now be used as criteria for Ticket List filters and Ticket dynamic field visibility. ### Set precedence for asset integrations Assets & CMDB, Integrations & sync · Version 2.244.1 · Note #424050: https://www.usehalo.co/?note=424050 Asset integration precedence can be set globally, per field or for system fields, preventing lower-precedence integrations from overriding values set by higher-precedence integrations. **Halo's note:** Added the option to specify an order of precedence for asset integrations **Halo's write-up:** There is now a new config area within assets: Reconciliation. Here, you can specify a global precedence for asset integrations. If a field is set by a higher precedence integration, lower precedence integrations cannot override the value. A field set by a lower precedence integration can be overridden by a higher precedence integration. It will allow you to set the precedence for any enabled integration.  [screenshot] You can also specify a precedence per field. By default, they will follow the global precedence, but they can also have no precedence or their own order of precedence.  For system fields, these can be configured in the same location as the global precedence. [screenshot] For asset fields and custom fields, the precedence can be configured on the details page for each field. [screenshot] ### Limit asset dependency graph loading Assets & CMDB · Version 2.238.1 · Note #1340209: https://www.usehalo.co/?note=1340209 Two configurable options reduce dependency loading: hidden dependency tabs load only immediate parents and children, and a per-asset setting can prevent the dependency chart loading for assets with many dependants. **Action:** Review dependency graph settings for large asset relationships **Halo's note:** Added configurable performance improvements for the dependency graph for assets **Halo's write-up:** There are now an additional two scenarios that will limit the number of dependent assets that are loaded by Halo in order to improve performance. 1. When loading an asset that has had the dependency tab set to hidden on the asset type, only the immediate parent and children assets are loaded rather than the entire tree. 2. There is a new checkbox setting per asset: [screenshot]When enabled, this will prevent the loading of the dependency chart and drastically improves wait time for assets with a large number of dependents. By default, this setting appears on the "Details" tab of an asset but can be moved to another tab by adjusting the asset type layout settings. ### Choose asset relationships for maintenance checks Assets & CMDB, SLAs & targets · Version 2.248.1 · Note #1382596: https://www.usehalo.co/?note=1382596 Each asset type can specify whether maintenance windows and change freeze periods check ascendant assets, descendant assets or only the asset itself. **Action:** Configure Relationships to include when checking change management windows **Halo's note:** Added the option to change which assets are checked for maintenance windows and change freeze periods **Halo's write-up:** This can be configured per asset type using the setting "Relationships to include when checking change management windows".  By default, it checks the ascendant assets, but you can change it to check descendant assets or just the asset itself. ### Protect the mobile app with Intune MAM Authentication & SSO · Intune · Version 2.244.1 · Note #1077471: https://www.usehalo.co/?note=1077471 The iOS and Android mobile applications can use Intune app protection policies, including PIN requirements, clipboard and screenshot restrictions, and remote wiping. **Action:** Install Halo Mobile for iOS or Android v1.5.0, enable Intune App Protection in Advanced Settings, select an Entra SSO configuration and complete the listed Entra app registration steps. **Halo's note:** The mobile applications now support Intune app protection (MAM) **Halo's write-up:** **Requires Halo Mobile for iOS or Android v1.5.0.** "Enable Intune App Protection (MAM) for the Mobile App" from Config > Advanced Settings. Select an Entra Single Sign-On Configuration record for the mobile app to use, and follow the guide on this screen to configure your Halo SSO Entra app registration to allow the Mobile App to sign-in with it. This will change the authorisation flow on the iOS and Android app to use Microsoft login via a broker app on the device (_Company Portal_ on Android, _Microsoft Authenticator_ on iOS), enrol the application with Intune and apply any app protection (MAM) policies, such as requiring a PIN, blocking clipboard access or screenshots, and remote wiping of app data. [screenshot] Conditional access policies can also be applied in Intune to force Intune enrolment before MSAL sign-in can be completed, or enrolment can be enforced in the app by setting "Intune enrolment mode" to "Required". Managed configuration key "halo\_url" is now also supported for MDM (not MAM). If set, this will lock the app to the configured Halo URL and skip the "Enter your Halo URL" screen. Using this with Intune app protection creates a simpler deployment and sign-in experience for MDM enabled devices. ### Criteria for recurring invoice quantities Billing & invoicing · Version 2.238.1 · Note #1027929: https://www.usehalo.co/?note=1027929 Recurring invoice lines that calculate quantities from users or assets can apply criteria across all pro-rata types, including asset custom fields. Changed criteria apply from the next invoice onwards. **Halo's note:** "Calculate quantity from User/Asset count on creation" recurring invoice lines now support criteria on all pro-rata types **Halo's write-up:** On recurring invoice lines using "Calculate quantity from User count on creation" or "Calculate quantity from Asset count on creation", you can now add criteria regardless of the selected Pro-rata option. [screenshot] Pro-rata records will only be generated for users or assets that match the criteria.  Custom fields are now also selectable as criteria on asset quantity lines. **\*NOTE\*** _Changing criteria mid-period will not generate pro-rata records, the new criteria only apply from the next invoice onwards._ ### Filter recurring invoices ready for invoicing Billing & invoicing · Version 2.248.1 · Note #1039968: https://www.usehalo.co/?note=1039968 Recurring invoice filter profiles can be created and applied in Ready for Invoicing. Awaiting review and recurring invoice filters apply together, helping teams narrow the invoices shown for processing. **Halo's note:** Ready for Invoicing Recurring Invoice filter profiles **Halo's write-up:** You can now create filter profiles in _Configuration -> Billing -> Labor & Travel -> Awaiting Review/Invoice Filters_ for recurring invoices. Once creating a profile, you can apply it against the recurring invoice table within Ready for Invoicing: [screenshot] Note: when using an awaiting review filter and a recurring invoice filter, both filters will apply together. ### Confirm qualifying automatic payments on the portal Billing & invoicing · Version 2.246.1 · Note #1091773: https://www.usehalo.co/?note=1091773 Portal users can confirm automatic payments that meet 3DS security requirements from the invoice list. This affects users whose automatic payments require that confirmation. **Halo's note:** The Invoice list on the portal now allows Users to confirm any automatic payments that hit 3ds security requirements ### Track prepay using the new calculation method Billing & invoicing · Version 2.238.1 · Note #1100767: https://www.usehalo.co/?note=1100767 Prepay now includes expiry status and a second calculation method that locks actions to specific prepay records for tracking. Backend and paginated history changes also improve performance. **Halo's note:** Added new functionality to prepay and reworked existing Pre-pay in the backend to improve performance **Halo's write-up:** - Added "Ready For Expiry"  - Added "Prepay Calculation Method" - v1 uses the current bucket method of calculation, whilst v2 uses a new method to lock actions against specific prepay records which you can track. - Rewrote all the backend functions to improve performance - Periodic History tabs in client and contract are now paginated to improve performance ### Calculate subscription quantities at period end Billing & invoicing · Version 2.238.1 · Note #1353066: https://www.usehalo.co/?note=1353066 Recurring invoices can calculate subscription and licence quantities using the quantity at the end of the recurring invoice period, rather than the quantity across the period. **Action:** Enable Subscription/licence calculation uses the quantity up to the end of the recurring invoice period in Configuration > Billing > Recurring Invoices **Halo's note:** A setting has been added to Recurring Invoice configuration so that the quantity used for Subscription/Licences only includes the quantity at the end of the Recurring Invoice period **Halo's write-up:** The setting is named "Subscription/licence calculation uses the quantity up to the end of the recurring invoice period" and is located in Configuration > Billing > Recurring Invoices ### Calculate recurring invoice prices by subscription period Billing & invoicing, Contracts · Version 2.242.1 · Note #1367503: https://www.usehalo.co/?note=1367503 Recurring invoice lines linked to subscriptions or licences with price or cost updates now use the subscription or licence period to calculate the correct invoice-period price. **Halo's note:** Recurring Invoice lines that are linked to Subscriptions/Licences with price/cost updates will now use the period of the subscription/licence to calculate the correct price for the recurring invoice period ### Store recurring invoice coverage periods on lines Billing & invoicing · Version 2.244.1 · Note #1380761: https://www.usehalo.co/?note=1380761 Recurring invoice lines will retain their covered start and end dates, including when recurring invoices are merged on creation. This prevents period data being lost from the resulting invoice. **Halo's note:** The start and end date for the period that a recurring invoice is covered will now be stored against the line on the resulting invoice so that when recurring invoices are merged on creation the period data is not lost ### Use supplier dates in invoice automation Billing & invoicing, Workflows & automation · Version 2.244.1 · Note #1382867: https://www.usehalo.co/?note=1382867 Invoice lines now include supplier start and end dates and a supplier reference. Supplier dates can also be used as criteria when creating tickets through automation. **Halo's note:** Supplier Start/End date and reference have been added to the Invoice line form. Supplier Start/End date can also be used in Ticket Automation creation criteria ### Limit CSP billing invoices to recent charged invoices Billing & invoicing, Integrations & sync · Microsoft CSP · Version 2.244.1 · Note #1388056: https://www.usehalo.co/?note=1388056 Consumption and reserved-instance billing will use only invoices from the last six months that have associated charges. This changes which invoices are included in billing synchronisation. **Halo's note:** CSP Invoices for consumption and reserved instance billing will only be used when they are from the last 6 months and have charges associated ### Recognise deferred revenue regardless of invoices Billing & invoicing, Contracts · Version 2.246.1 · Note #1403112: https://www.usehalo.co/?note=1403112 A billing option can create recognition invoice lines for all deferred-revenue pre-pay time entries, regardless of existing invoice totals. This affects deferred-revenue recognition for configured billing processes. **Action:** Enable Recognise all deferred revenue pre-pay time entries, ignoring existing invoice totals in Configuration > Billing > General Settings **Halo's note:** A configuration option has been added that, when enabled, will create recognition invoice lines for all deferred revenue regardless of created invoices **Halo's write-up:** The setting is named "Recognise all deferred revenue pre-pay time entries, ignoring existing invoice totals" and is found in Configuration > Billing > General Settings ### Retain manual billing plan lines when applying templates Billing & invoicing · Version 2.246.1 · Note #1414389: https://www.usehalo.co/?note=1414389 A contract setting controls whether manually created Billing Plan lines are retained when Billing Templates are applied, preventing those lines from being removed when the template is used. **Action:** Set Billing template apply mode in Contract configuration **Halo's note:** A setting has been introduced to allow manually created Billing Plan lines to be retained when applying Billing Templates **Halo's write-up:** The setting is found in Contract configuration and is named "Billing template apply mode" ### Choose deferred revenue tax treatment Billing & invoicing · Version 2.248.1 · Note #1425900: https://www.usehalo.co/?note=1425900 Deferred revenue recognition invoices can include or exclude tax according to a new billing setting. This controls the tax method used when recognition invoices are created. **Action:** Set Prepay Deferred Revenue tax method in Configuration > Billing > General **Halo's note:** A configuration option has been added to allow deferred revenue to have tax incuded or excluded when recognition invoices are created **Halo's write-up:** The setting is located in Configuration > Billing > General and is named "Prepay Deferred Revenue tax method" ### Group ticket invoices by site Billing & invoicing · Version 2.250.1 · Note #1428427: https://www.usehalo.co/?note=1428427 Ticket invoices can be created grouped by the ticket's site. The billing setting can also be overridden for individual clients on the Billing tab. **Action:** Configure Create Labour and Items Issued Invoices per Site in Billing **Halo's note:** A configuration option has been added to Billing to allow Ticket invoices to be created grouped by Site of the Ticket **Halo's write-up:** The setting is named "Create Labour and Items Issued Invoices per Site" and can be overridden per Client on the Billing tab ### Load-balanced and round-robin resource booking Calendars & scheduling · Version 2.248.1 · Note #1422963: https://www.usehalo.co/?note=1422963 Resource Booking Types can assign bookings using load balancing or round robin, with per-agent or team priorities determining assignment order. **Halo's note:** Multiple improvements to resource booking functionality **Halo's write-up:** - Additional options have been added to Resource Booking Types to allow Load Balance and Round Robin options - A per Agent/Team option has been added to specify a priority (where 0 is the highest priority) for booking assignment ### Automatically translate live chat messages Chat, AI features · Azure · Version 2.244.1 · Note #1357342: https://www.usehalo.co/?note=1357342 Live Chat messages can be automatically translated for agents and/or users through the Azure AI Translator integration. **Action:** Configure translation for Agents and/or Users in Configuration > Integrations > Azure AI Translator **Halo's note:** Live Chat Messages can now be configured to be Automatically translated using the Azure AI Translator integration **Halo's write-up:** This can be configured for both Agents and/or Users in Configuration > Integrations > Azure AI Translator: [screenshot] ### Configure agreement approval statuses Contracts, Approvals · Version 2.244.1 · Note #984174: https://www.usehalo.co/?note=984174 Agreement statuses can use Awaiting Approval and Approved system uses, with default statuses applied when agreements are sent and approved. Agreements can also be filtered by these approval states. **Halo's note:** Improvements to Agreement Approvals **Halo's write-up:** You can now set "Awaiting Approval" or "Approved" system uses against contract statuses. "Default Agreement Sent Status" and "Default Agreement Approved Status" can be set in Configuration > Agreements - agreements will be set to this status when they are sent and approved by the end-user respectively. Agreements can be filtered by statuses with "Awaiting Approval" and "Approved" system uses in the agreements area: [screenshot] ### Invoice prepay time without deferred revenue Contracts, Billing & invoicing · Version 2.246.1 · Note #1403547: https://www.usehalo.co/?note=1403547 Prepay Contracts can invoice prepay time without using deferred revenue. This provides an alternative treatment for organisations using prepay contracts. **Action:** Enable Item to use for non-deferred prepay invoices in Configuration > Billing > Pre-pay **Halo's note:** An option has been added to Prepay Contracts that allows you to invoice for the prepay time without using deferred revenue **Halo's write-up:** As part of this change an additional setting has been added to Configuration > Billing > Pre-pay named "Item to use for non-deferred prepay invoices" that will need to be enabled for this to function correctly ### Control loading of large customer custom tables Custom fields, Users & customers · Version 2.238.1 · Note #1326792: https://www.usehalo.co/?note=1326792 Customer custom tables with more than 100,000 rows no longer load in the Customer screen. Custom-field configuration can also hide custom tables from client or customer details. **Action:** Hide custom tables from Client/Customer details where required **Halo's note:** Custom Tables stored at a Customer will no longer load in the Customer screen when there are more than 100,000 rows. A setting has also been introduced at Custom Field configuration for hiding custom tables from the Client/Customer details. ### Paginate reports in the API Dashboards & reporting · Version 2.246.1 · Note #971088: https://www.usehalo.co/?note=971088 Reports can return results in pages, with a configurable page size and a default of 100, improving performance for large API loads. Dynamic SQL and Order Bys are unsupported when pagination is enabled. **Action:** Enable Paginate the report in the API on applicable reports **Halo's note:** Added the option to paginate reports in the API **Halo's write-up:** This can be enabled per report using the setting "Paginate the report in the API". You can specify the number of results per page, with 100 as the default. This improves performance when loading large reports, as it only needs to load a subset of the data each time. When using pagination, certain syntax is not supported in the reports. Specifically, dynamic SQL and Order Bys. To order your results, you should use the fields tab on the report. Pagination is not used when creating PDFs, CSVs, etc. and is not used on composite reports. ### Report on ticket category levels Dashboards & reporting, Tickets · Version 2.242.1 · Note #1031991: https://www.usehalo.co/?note=1031991 The query builder can return each ticket category level as a separate column, and category identifiers are stored individually for reporting and database queries. **Halo's note:** Ticket Category Reporting Improvements **Halo's write-up:** Category Levels have been added to the query builder. For example, if a ticket's category is "Hardware>Laptop", the "Hardware" and "Laptop" values can now be returned as 2 separate columns (Level 1 and 2). Some minor improvements have been made to the database for category reporting purposes: - The 3 levels for each category value are now stored individually in the CategoryDetail table - cdlevel1, cdlevel2 and cdlevel3 - The categoryid2, categoryid3, categoryid4, categoryid5 fields in the faults table are populated with the category IDs for Categories 1 to 4 respectively. These relate to cdid in the CategoryDetail table. ### Exclude null values from report averages Dashboards & reporting · Version 2.238.1 · Note #1328149: https://www.usehalo.co/?note=1328149 Report averages can now exclude null values, either by default in reporting configuration or for individual reports and columns. This produces different calculation results where null values are present. **Halo's note:** When calculating an average in a report table it is now possible to exclude null values **Halo's write-up:** - This can be set by default in Configuration > Reporting > "Default for report grouping behavior for excluding null values for calculations of averages" - And can also be set for existing reports or overridden by editing the column on the report and selecting this behaviour ### Exclude unrelated emails from ticket threading Email processing, Tickets · Version 2.244.1 · Note #1359787: https://www.usehalo.co/?note=1359787 A setting prevents emails processed into existing tickets from being added to the email thread when they are not replies to an action on that ticket. **Action:** Enable the setting for excluding unrelated emails from email threading **Halo's note:** A setting has been added to ensure that emails processed into existing Tickets that are not a reply to an action taken/added to the Ticket are not included in email threading ### Use federated credentials for mailboxes Email processing, Authentication & SSO · Version 2.250.11 · Note #1436338: https://www.usehalo.co/?note=1436338 Mailboxes can now use Federated Credentials as an authentication option. **Action:** Configure Federated Credentials authentication for applicable mailboxes **Halo's note:** Allowed the Federated Credentials authentication option for Mailboxes ### Authorise Azure DevOps with Microsoft Entra ID Integrations & sync, Authentication & SSO · Azure DevOps, Microsoft Entra · Version 2.250.1 · Note #1251629: https://www.usehalo.co/?note=1251629 The Azure DevOps integration can use OAuth 2.0 through Microsoft Entra ID instead of personal access tokens. This provides an alternative before Microsoft’s planned PAT deprecation in December 2026. **Halo's note:** Azure DevOps integration now supports OAuth 2.0 via Microsoft Entra ID **Halo's write-up:** You can now authorise DevOps using OAuth via Microsoft Entra ID. This is because PATs (Personal Access Tokens) are being deprecated by Microsoft in December 2026. ### Include and override Azure CSP invoices Integrations & sync · Azure · Version 2.244.1 · Note #1380823: https://www.usehalo.co/?note=1380823 Recurring invoices for Azure consumption can include all CSP invoices in the period, and the CSP invoice can be overridden for relevant invoice lines. **Halo's note:** Multiple changes made to Azure CSP Invoices **Halo's write-up:** - When billing for Azure consumption data using the Microsoft CSP integration it is now possible to include all CSP Invoices in the Recurring Invoice period. - The CSP Invoice used can be overridden on the Recurring Invoice for all relavent lines on the invoice. ### Map Snow Atlas custom fields and site rules Integrations & sync, Custom fields, Users & customers · Snow Software · Version 2.250.1 · Note #1415446: https://www.usehalo.co/?note=1415446 The Snow Atlas Integration now supports custom field mappings and site rules, allowing synchronisation to reflect more organisation-specific data and site logic. **Halo's note:** The Snow Atlas Integration now supports custom field mappings and site rules ### Support Sage version 34 Integrations & sync · Sage · Version 2.250.1 · Note #1439604: https://www.usehalo.co/?note=1439604 Compatibility has been added for Sage version 34 (2026), helping organisations using that Sage version maintain the integration. **Halo's note:** Compatability for version 34 of Sage (2026) has been added ### Use primary FAQ lists in automation Knowledge base · Version 2.238.1 · Note #1045076: https://www.usehalo.co/?note=1045076 Articles can have a Primary FAQ List, including drafts and templates. The field can be used in notifications, approval process rules, ticket rules and runbook automation criteria. **Halo's note:** Added a Primary FAQ List field to knowledge base articles. **Halo's write-up:** You can now assign a Primary FAQ List to an article, including in drafts and templates. This field can be used as a condition in: - Notifications - Approval process rules - Ticket rules - Runbook automation criteria ### Use more knowledgebase fields in article drafts Knowledge base, Tickets · Version 2.238.1 · Note #1204525: https://www.usehalo.co/?note=1204525 Meta, role visibility and user-role fields can now be supplied from tickets and actions for article drafts. The new draft-storage method must be enabled before these fields can be added to ticket types and actions. **Action:** Enable the new article-draft storage method in Knowledgebase configuration **Halo's note:** You can now add the following Knowledgebase fields to Tickets and Actions for usage in Article Drafts: - Meta - Available to all User Roles - User Roles **Halo's write-up:** In order to use these new fields, a new method of storing article drafts has been added. This can be enabled in Configuration > Knowledgebase: [screenshot] Using this new method will allow the new fields to show as available to add to Ticket Types and Actions. This method stores a hidden draft article in the KBentry table, which will store the data added on the Ticket. ### Populate knowledge-base articles from multiple FAQ lists Knowledge base · Version 2.238.3 · Note #1362135: https://www.usehalo.co/?note=1362135 Knowledge-base articles can now receive fields from multiple FAQ lists, extending how FAQ content can populate articles. **Halo's note:** Support for KB articles receiving fields from multiple FAQ lists. ### Show selected FAQ lists to anonymous portal visitors Knowledge base · Version 2.250.1 · Note #1369877: https://www.usehalo.co/?note=1369877 FAQ lists available to all users can be shown anonymously when a knowledge base is accessed through a permalink, without disabling the listed portal or knowledge-base login requirements. **Action:** Enable Show anonymous FAQ lists at permalinks in Configuration > Knowledge base **Halo's note:** Added the option to show FAQ lists available anonymously when accessing a knowledge base via a permalink **Halo's write-up:** This can be enabled in Configuration > Knowledge base via the setting "Show anonymous FAQ lists at permalinks" FAQ Lists will only show if they are available to all users. This functionality does not require "Require Users to login to access the portal" or "Require Users to Log in to Access the Knowledge Base" to be disabled. ### Create event-based and manual campaigns Notifications · Version 2.248.1 · Note #1331708: https://www.usehalo.co/?note=1331708 Campaigns can start from events instead of distribution lists, including manual user and ticket campaigns. Campaign screens gain active and paused member lists with bulk member management. **Halo's note:** Event-based campaigns can now be created without assigning a distribution list **Halo's write-up:** Added event based campaigns as a new type of campaign When creating a new workflow campaign, you will be prompted to choose a "Start from" option including "Distribution lists" or "Event". [screenshot] Selecting distribution lists/segments will show the existing campaign types, for example blast and nurture scheduled. Selecting the new "Event" option will allow you to choose two new types of campaign. [screenshot] Manual - User and Manual - Ticket campaigns are not tied to a distribution list and instead allows you to manually add, remove, pause and resume members on campaigns. This will show two new tabs on the campaign screen; "Active members" and "Paused members". These lists will allow you to bulk add/remove/pause/resume members. [screenshot] Active member tab buttons: [screenshot] Pause member buttons: [screenshot] An example use case is when a sales agent goes on annual leave and wants to pause all their sequence automations. The "Campaign step" column will will be available of column profiles - this must be added to the default user column profile for it to be visible on the members lists. No action needed for ticket member campaigns. Additional logging as been added to the "History" tab to display when and by who members were added/removed/paused/resumed. When viewing the flow, a new step stat is visible for "Currently paused on this step". [screenshot] To accompany the bulk actions on the campaign, there are four new action system uses for add/remove/pause/resume. [screenshot] [screenshot] These action buttons will only show when relevant, for example an action with the resume system use will not be visible unless the member is paused on a campaign and that campaign has not been cancelled. [screenshot] Choosing one of these system uses will allow a new "Campaign" field to be added to the action field list so you can choose what campaign to add/remove/pause/resume the member from. [screenshot] The type of campaign, manual - user or manual - ticket, will determine whether the opportunity itself or the user against the opportunity is added to the campaign. ### Add branching and enrolment options to campaigns Notifications · Version 2.250.1 · Note #1356802: https://www.usehalo.co/?note=1356802 Campaign condition steps can branch randomly or by criteria group. Actions can now enrol users or opportunities in distribution lists and other campaigns. **Halo's note:** Improvements to Campaign condition and action steps **Halo's write-up:** **Split steps:** There is now a new split type field when configuring condition steps. [screenshot] Existing condition steps are "True/False" branches. New split type options: - Random - Each criteria group is a branch **Action steps:** You can no enrol users/opportunities to sub-campaigns and other distribution lists as part of a campaign: New action type options: - Enrol to a distribution list. - Enrol to another campaign. Example campaign flow snippet of new step types: [screenshot] ### Use users as criteria for asset notifications Notifications, Assets & CMDB · Version 2.248.1 · Note #1365185: https://www.usehalo.co/?note=1365185 Asset notifications can now use users as a notification criterion, allowing notifications to be targeted using user information. **Halo's note:** Asset notifications can now use users as a criterion ### Edit more quote, purchase and sales order lines inline Quotes & opportunities, Sales & purchasing · Version 2.244.1 · Note #1264055: https://www.usehalo.co/?note=1264055 More line fields, including fields from custom column profiles and included custom fields, can be edited directly in the Quotes, POs and SOs tables. Some fields remain read-only because of line height restrictions. **Halo's note:** You can now edit more lines fields directly from the table of Quotes, POs & SOs **Halo's write-up:** This includes fields on custom column profiles and included custom fields. [screenshot] Certain fields will remain read only from the table due to line height restrictions. ### Improve bundle quantities and pricing on quotes Quotes & opportunities, Stock & inventory · Version 2.238.1 · Note #1272353: https://www.usehalo.co/?note=1272353 Adjusting an ad-hoc bundle quantity now correctly changes its item quantities, with separate handling for configured bundles and grouped items. Quote details and PDF templates also show bundle quantity and pricing more accurately. **Halo's note:** Improvements to Item Bundles when using the 'Show Bundle Quantity on Quotes' setting **Halo's write-up:** - When adjusting an ad-hoc Bundle's quantity, it will now correctly adjust the quantity of the Items in the Bundle. - Ad-hoc Bundles will adjust an Items quantity by multiplying the original quantity of the Item when it was added to the Quote. Configured Bundles will continue to use the quantity set in the Bundle configuration as the multiplication factor. - Added an option to determine how grouped Items have their quantity adjusted: [screenshot] - Updated the Quote details screen to show the Bundles Unit Price as the total Price divided by the quantity. - Updated PDF template generation to include Bundle Quantity and Price in the line. ### Stop quote expiry scans updating closed tickets Quotes & opportunities, Tickets · Version 2.242.1 · Note #1370604: https://www.usehalo.co/?note=1370604 Quote expiry scans no longer update tickets in closed status, preventing this automated process from changing closed tickets. **Halo's note:** Quote expiry scan no longer updates tickets in closed status ### Control long descriptions on order and invoice lines Quotes & opportunities, Sales & purchasing · Version 2.244.1 · Note #1376082: https://www.usehalo.co/?note=1376082 Configuration options control the long description created for quotation and purchase order lines, and whether invoice lines use the Sales Order long description. This affects quote, purchasing and invoice line content. **Halo's note:** Multiple changes made to introduce a Long Description property for Quote, Sales Order and Purchase Order lines **Halo's write-up:** - A configuration option has been introduced in Quotation configuration to control what the line long description contains on creation[screenshot] - A configuration option has been introduced in Purchase Order configuration to control what the line long description contains on creation - An additional option has been added to Invoice Creation Configuration so that the long description from a Sales Order is used for the Invoice long description ### Reworked ready-for-purchasing lists Sales & purchasing · Version 2.238.1 · Note #1329995: https://www.usehalo.co/?note=1329995 The Ready for Purchasing area is split into three lists, with supplier editing and visibility of overriding cost and stock. An overriding supplier cost is used when changing supplier. **Halo's note:** Multiple changes to the Ready for Purchasing area **Halo's write-up:** - The ready for purchasing has been split into 3 separate lists so it is easier to process order lines with suppliers and without suppliers. - The supplier can now be edited in the list and if there is overriding cost and stock that will show - The supplier overriding cost will be used when changing supplier (if there is one) ### Customise supplier detail fields with screen profiles Sales & purchasing, User interface · Version 2.246.1 · Note #1366280: https://www.usehalo.co/?note=1366280 Screen Profile layouts can reorder and hide fields on the Details tab of Suppliers, allowing supplier screens to be adjusted to local requirements. **Action:** Configure the Supplier Details tab in Screen Profile layouts **Halo's note:** You can now use Screen Profile layouts to reorder and hide fields on the Details tab of Suppliers ### Store SLA breach dates in database columns SLAs & targets · Version 2.242.1 · Note #985457: https://www.usehalo.co/?note=985457 Ticket types can store response and resolution SLA breach dates in FaultsMetrics for SQL queries and API responses. Backend services must be enabled for the fields to populate accurately. **Action:** Enable Store the date when an SLA is breached on applicable ticket types **Halo's note:** Added the option to store SLA breach dates in database columns **Halo's write-up:** This can be enabled per ticket type using the setting "Store the date when an SLA is breached" Once enabled, if a ticket breaches its SLA it will be stored in the table "FaultsMetrics". There are separate columns for response and resolution breaches. This can be queried using SQL or returned in an API call using the query parameter "includemetrics". Please note that backend services must be enabled for these fields to be populated accurately, and the columns will not populate for tickets on hold prior to the setting being enabled unless they get updated manually. ### Track SLA and OLA warning thresholds SLAs & targets · Version 2.248.1 · Note #1350902: https://www.usehalo.co/?note=1350902 When configured warning thresholds are reached, their values are stored for reporting and can be used as ticket-list filters. OLA warning values are also stored on the relevant FaultOLA record. **Halo's note:** SLA and OLA warning dates are now tracked once reached **Halo's write-up:** When SLA warning percentages/days are configured, when a ticket passes these thresholds, the value will now be stored in the FaultsMetrics table, allowing it to be reported on. Additionally, you can also include these as filters for ticket lists using "SLA 1st warning" and "SLA 2nd warning" criteria. Similarly, if you are using OLAs and have configured warning percentages/days, these will get stored against the FaultOLA record if the ticket passes the threshold. ### Pause timers on inactive ticket tabs Tickets · Version 2.238.1 · Note #1019196: https://www.usehalo.co/?note=1019196 Ticket timers can pause when users change tabs, switch to an inactive browser tab or minimise the browser, helping time recording reflect active ticket work. **Halo's note:** Ticket timers can now be paused when the ticket tab is inactive **Halo's write-up:** _Configuration -> Time Management -> Pause Ticket timers on inactive tabs_ This will apply when changing tabs within Halo or the browser tab is inactive / minimised. ### View saved portal ticket drafts Tickets · Version 2.248.1 · Note #1031193: https://www.usehalo.co/?note=1031193 With draft saving configured on a ticket type, saved portal drafts can be stored as tickets so agents and users can view them in lists. Without a configured draft status, drafts remain available only on the new-ticket screen. **Halo's note:** Both Agents and Users can now view saved Ticket drafts **Halo's write-up:** When a logged in User saves a draft on the Self Service Portal, this can now be viewed by Agents in the Agent Application, and Users on the Self Service Portal. This is achieved by the draft now being saved as a full Ticket object in the database. To configure this functionality, on a Ticket Type, enable draft saving, and select a status to store a draft as: [screenshot] If you do not select a status, drafts can still be saved and loaded by the User on the New Ticket Screen, but Agents and Users will not be able to view saved drafts in a list on the Self Service Portal. With a status selected, saving a draft on the Self Service Portal will create a Ticket in the background, with the configured status. Acknowledgement emails will not be sent until the user fully submits the Ticket. Additionally, the following processes will be calculated/started on final submission instead of on draft submission: - SLA Timers - Rule matching - Ticket Created Feed entry - New Ticket Logged events - Child Ticket creation - Third party syncs - Date Occurred field To show a list of drafts to a User on the portal, you must add the new "My Drafts" Self Service Portal button: [screenshot] ### Run custom actions from bulk edit menus Tickets, User interface · Version 2.246.1 · Note #1172810: https://www.usehalo.co/?note=1172810 Custom actions can be added to a Bulk Edit Menu layout and used when bulk editing tickets in lists. **Action:** Configure a custom Bulk Edit Menu layout with the required actions **Halo's note:** You can now add Actions to a custom Bulk Edit Menu Layout **Halo's write-up:** This allows you to perform your custom Actions when bulk editing Tickets in Lists. This can be configured in Configuration > Advanced > Screen Layouts. Then, change the entity to Bulk Edit Menu, and you will be able to add a custom layout and custom actions to the menu. ### Control response data when tickets close Tickets, Workflows & automation · Version 2.246.1 · Note #1198596: https://www.usehalo.co/?note=1198596 A setting prevents ticket closure from setting response data unless closure is performed through a response action. This changes how response information is recorded during ticket closure. **Action:** Enable the setting if closures should not set response data **Halo's note:** Added a setting to prevent ticket closures from setting response data unless done via a response action ### Control updates from new ticket template children Tickets, Projects · Version 2.238.1 · Note #1327538: https://www.usehalo.co/?note=1327538 A new setting controls whether children added to ticket templates are applied to existing tickets and projects that use those templates. This allows administrators to prevent updates to existing records. **Action:** Set Do not update existing Ticket/Projects with new children added to templates as required **Halo's note:** A setting has been added to control whether new Ticket Template children that are created will be created on Tickets/Projects using those Templates **Halo's write-up:** The setting is found in Configuration > Tickets > General and is named "Do not update existing Ticket/Projects with new children added to templates" ### Calculate template dates using workdays Tickets, SLAs & targets · Version 2.244.1 · Note #1372135: https://www.usehalo.co/?note=1372135 Template Start and Target date calculations can use workdays only. This affects ticket and SLA target calculations where the option is configured. **Action:** Enable the workdays-only option in Template configuration **Halo's note:** An option has been added to Template configuration so that the Start and Target date calculations will be made using workdays only ### Order ticket statuses by configured sequence Tickets · Version 2.242.1 · Note #1374983: https://www.usehalo.co/?note=1374983 Ticket Lists will display statuses according to each status's configured Sequence rather than alphabetically. This changes how statuses are ordered for users viewing ticket lists. **Halo's note:** Status ordering in Ticket Lists will now follow the Sequence configured per Status instead of alphabetical ### Apply custom field defaults when changing ticket type Tickets, Custom fields · Version 2.242.1 · Note #1376312: https://www.usehalo.co/?note=1376312 Changing a ticket's Ticket Type will now apply the Custom Field defaults for the new type. This changes how custom fields are populated when ticket types are changed. **Halo's note:** When changing the Ticket Type of a Ticket the Custom Field defaults will now be applied ### Respect disabled ticket type defaults when changing types Tickets, SLAs & targets · Version 2.250.41 · Note #1479720: https://www.usehalo.co/?note=1479720 Ticket types named 'Default SLA' are no longer applied when changing a ticket to that type if applying defaults for the destination type is disabled. This changes ticket and SLA behaviour for affected configurations. **Halo's note:** A condition has been added to prevent the ticket types 'Default SLA' from being applied when changing a ticket to this ticket type, and 'Apply defaults when Tickets are changed to this Ticket Type' is disabled ### Block logins for inactive sites and clients Users & customers, Authentication & SSO · Version 2.238.1 · Note #1334921: https://www.usehalo.co/?note=1334921 Users belonging to inactive Sites or Clients can no longer log in and receive the same login failure message as inactive Users. This changes access behaviour for affected accounts. **Halo's note:** Users at inactive Sites/Clients will no longer be able to log in and will see the same login failure message as an inactive User ### Configure licence removal on user deactivation Users & customers, Assets & CMDB · Version 2.238.1 · Note #1339700: https://www.usehalo.co/?note=1339700 Licence-removal behaviour for deactivated users can now be selected from five options, with Microsoft CSP, Microsoft Entra ID and manual deactivations as the default. **Action:** Review the licence-removal option in user deactivation settings **Halo's note:** Made the logic to remove user software licences on deactivation more configurable. **Halo's write-up:** There are now five available options. "_Microsoft CSP, Microsoft Entra ID, and manual deactivations only_" is the default option. [screenshot] ### Track matched events and derive ticket users from assets Workflows & automation · Version 2.250.1 · Note #1251904: https://www.usehalo.co/?note=1251904 Event rules now show matching events, can use an asset’s user as the ticket user, and can accept event data through query parameters at a new endpoint. Query-based requests do not support signing the body with a secret key. **Action:** Enable Determine the ticket user from the asset's user if required **Halo's note:** Various improvements to event management **Halo's write-up:** When viewing an event rule, a tab will now show all the events that have matched that rule. There is now a setting to use the user of the matched asset as the ticket user. If no asset is matched, or it has no user, it will fall back to the existing settings. This is enabled using "Determine the ticket user from the asset's user". Events can now be posted using query parameters instead of a JSON body. Values are still accessed using request^property\_name. These POSTs must be made to the endpoint "/IncomingEvent/ProcessQuery" Note: Signing the body with a secret key is not supported for this method. ### Run runbooks or webhooks after actions save Workflows & automation · Version 2.246.1 · Note #1417817: https://www.usehalo.co/?note=1417817 Action configuration can run a Runbook or Webhook after the action has been saved, adding a post-save point to workflow automation. **Action:** Enable the additional system use option in Action configuration **Halo's note:** An additional system use option has been added to Action configuration so that Runbooks/Webhooks can be sent after the Action has been saved ### Restrict automation actions by workflow step Workflows & automation, Tickets · Version 2.250.11 · Note #1444621: https://www.usehalo.co/?note=1444621 Automations can be prevented from using ticket actions that are not allowed at the workflow step level. This helps align automated changes with workflow permissions. **Action:** Enable the option to enforce workflow-step action restrictions for automations **Halo's note:** Added the option to prevent automations from using actions on tickets which are not allowed at workflow step level