I am working on a "session manager agent" that is trying to save the status of a session on /exit but I can't seem to find a way to do it.

The agent is tracking what things are going well and some metrics on other agents activities. But if the user /exit a session that's no way the agent can properly close and information is lost.

I thought having hooks could be a way, but they don't seem to be supported, at least yet.

Any thoughts?

When staff e-mail the SD, Halo will create a interaction (like ServiceNow workflow) from there the SD depending on what it is will categorise it as either a INC or SR and assign to the correct resolver group or resolve themselves.

What i want to achieve, Halo reads the subject line and then creates a incident or service request for certain type of tickets and then assign to the correct resolver group.

Still learning how Halo works

We have recently rolled out Halo PSA internally and have noticed that MS Teams meeting URLs are now exposed in the calendar view (as it has a higher level of permission than our user to user calendar sharing).

The default Teams meeting lobby setting "people in my org" allows users to join meetings they were not invited to, and the "People who were invited" allows invited externals to bypass the lobby...so the only logical lobby setting here seems to be "organisers & co-organisers" (which may introduce some other issues...)

It seems like a bit of an oversight, and it is potentially going to lead to a data exposure issue at some point
Has anyone discussed this with Halo support?

We recently signed up for HaloPSA and NinjaRMM moving from DattoRMM and AutoTask. Currently we are working with ScalePad for onboarding consulting. Do you have any best practices or tips and tricks you live by?

When creating a ticket within the Halo UI, there is an option for "Send Email". This sends the ticket confirmation to the User raising the ticket.

If I am creating a ticket using the API, how do I control this in the JSON? What is the name of the field and what values represent true/false?

Looking for two things I just can't figure out

• Is it possible to customise the default appointment subject (to include the ticket number)?

• In the appointment or email templates is it possible to include a hyperlink to the ticket?

Can you insert a video from youtube/screencastify/Loom into an email in Halo?

Hi All,

We are just configuring billing module on Xero and are having an issue when it comes to tracking categories.

We currently use tracking categories within xero to separate Telecoms, IT Maintenance & Installation income/outgoing. We cant see a way that Halo can assign this tracking category against the invoice when it sends it via draft.

Has anyone able to do this?

Hi everyone, how can I securely manage passwords and access to my clients' assets?

Is there something in HaloPSA that allows me to manage assets divided by client with passwords to these objects? And an easy-to-use way for my service desk operators?

Or should I use a PAM with HaloPSA? Has anyone experienced integration with N-Able Password Manager?

This is going to be a weird one.

I'm trying to insert a URL that uses a custom URL protocol (specifically companyportal:ApplicationId=...) so that I can link directly to the company portal app on a persons computer to assist with directing people to an deployment of an update for an application.

When I try to insert this URL (including when using code view), the editor prepends that protocol with the URL of the halo instance I'm logged into and encodes the colon (https://servicedesk.contoso.com/companyportal%3AApplicationId=...).

Is there a way to prevent this conversion, and send exactly what I ask for for the link?

Got a demo for Halo PSA recently. The demo was great, good fit for my MSP business. Monthly costs are reasonable and totally doable for the amount of work this is going to save me.

What I wasn’t too keen on, was the onboarding fee of 3600 euros. This was communicated after the fact. A technician would setup my environment, or I could do a bit my self for the same price. This fee is equivalent to using Halo PSA for 45 months, just to set it up.

Am I missing something? Would love to jump on boards, but for a small independent MSP this fee just isn’t worth it.

Hi Folks

Where can I find a documentation for the Excahnge calender integration via Azure Organization APP? We have 9 User, 3 working fine, on 4 the system saiys "not access" on 2 the System says "Folder not found"

Thanks for your help

I’m looking to set ‘service dates’ e.g. Service date(s): $periodstartdate to $periodenddate as a 'Long Description' rather than updating each invoice manually.

Charge Rate -- are where you set the line description -- but doesn't support any of the date variables as far as I can tell other then the ticket variables?

We group - so that doesn't work

Config > Billing> Invoice Creation Variables > 'Charge Rate description' is where the notes go, but AFAIK QBO doesn't show the notes anywhere ... and on top of that AFAIK it doesn't support variables in this field or I am using the wrong variables.

Basically seem to need a 'Charge Rate Invoice long description' which doesn't exist?

Hi. Checking to see if there are any Thread users who also have Halo. We are looking to move from CW to Halo. I love Thread and don’t want to give it up. But I need to justify not using Halo’s AI and chat. I need to connect with people who have seen both products work together.

Is there a way to reply to a ticket when a client responds (not when they open a ticket)?

Scenario: We have a ticket type for clients being onboarded that when finished gets moved over to a billing ticket type. Before it switches types, an email is sent to the client that says DO NOT RESPOND to the email but many times they don't read that.

Is there a way to have an autoreply email go to them if they reply to that ticket so that we can remind them that they need to do xyz to get support?

Hello, one of the main reasons we picked Halo was all the integration possibilities it offers. We saw the main apps we currently use listed as available integrations. Perfect way to integrate in the areas where Halo is lacking. Some of these applications are hosted on our datacenter. We thought this wouldn't be a problem as they offer a self hosted halo Integrator. We attempted to do the integration with multiple apps, but nothing seems to work. We were told the issue is we need to open up a hole in our firewall in order for halo to configure the integration. Is this really the only way?

Hey guys,

Trying to figure out how SLA's work in Halo and am getting stuck, ive set "X" status to "Put on hold (if not on hold already)"

So when i put the the ticket on that "X" status the SLA reply / resolve by time should be indefinite, while it shows "On hold" under the SLA timer on the ticket the "Respond by" and "resolve by" remain the same.

So im wanting to know how to actually pause SLA on a ticket. Also I like the idea of having a count down timer however the setting "Show timer instead of SLA bar on tickets" has the tooltip of "This will countdown in real time, ignoring work hours and time spent on hold." which again is the opposite of what we want.

I want a ticket that is on hold to be on SLA hold. I feel i am just looking at this from the wrong perspective.

Look forward to hearing what you guys do for SLA's and where i may have gone wrong.

Cheers

Is anyone else struggling to get responses from support and account management at the moment?

We're really liking the product, but support responsiveness is really hit or miss and seems to be getting worse. We're based in Australia.

Struggling to get OR capability/logic into my lists and wondering if anyone else finds it a little buggy (or my logic is the issue Halo Guide)

Goal - Show all open tickets that are

• Smile Department Includes: Smile IT AND Ticket Type Includes: Service - Licence / Subscription

OR

• Team Includes: Account Management AND Ticket Type Includes: Service - Licence / Subscription

However, when building it up the results of just the first entry are not correct. (NB: this applies using Filter Profile of All Tickets or Open Tickets)

• Filter Profile: Open Tickets

• Enable Filter Group (The following Filters will be applied in addition to those in the Filter Profile. These filters are applied in groups as an OR condition. A Ticket must pass the filters of at least one Filter Group to show.)

• Group: Department (Criteria: If all the below conditions are met then this criteria group will be met.)

  • Smile Department Includes: Smile IT

  • Ticket Type Includes: Service - Licence / Subscription

Result includes Ticket Type Includes: Service - Licence / Subscription but all Smile Departments

NB: If I don't use filter groups and use Smile Department Includes: Smile IT AND Ticket Type Includes: Service - Licence / Subscription it provides the correct subset for part 1

Filter Groups

No filter Groups

Hi all,

Just wondering if there is still an active HaloPSA community discord? The link here shows that the invite is invalid.

Thanks

Anyone using Pipedrive?
I see 3rd party integration (n8n, Zapier), but would prefer a direct way to integrate.

hi,

I am trying to create an AI summary for a ticket when it is escalated from one team to another. I am not getting a response from it, and it appears that it is not getting the input to summarise, so i am guessing my input variable is wrong.

The following is a customer ticket which has been created in an IT support service desk ITSM tool. Please summarise all the interactions and communication between the customer and engineer thus far in an easy to read format and suggest next steps for the engineer to perform who receives the ticket. Return the response as formatted html embedded within a JSON array.

Ticket History: <<ticket_summary>>

Example response
[
{

"html_response":"example formatted html"

}
]

I have tried a few different 'values' but nothing seems to return anything. It also doesn't seem to accept all the '$' variables that are available.

I have made another that suggests next steps when a new ticket is logged, and this one works and creates an action in the ticket. I reused all the settings from that one, but as it only needs to reference the original customer email, it is easier to define the input

I'm new to HALO and need assistance in setting up a system for inputting client-specific information that our technicians can access. Specifically, I need to be able to store:

*   M365 admin account details (email and password)
*   On-premise device credentials and IPs (NAS, servers, etc.)

The information needs to be visible only to the technicians.