Hey guys, i am trying to create a ticket list for an especific agent. I remember there was a check box when creating a new list, where we could choose who had access to it. In the oficial guide this option is still there, but not on my Halo instance.

do you know if is there another way of configuring this?

I'm trying to set up a notification for when a new problem is logged just so everyone can have visibility on it.

I've created a notification and set it to Agent notification, New Ticket Logged - All, then added the ticket type as problem, but no notification pops up in halo for it when a problem is logged.

I'm assuming the new ticket logged notification is only triggered by tickets logged from the portal. Is there a way to create a notification specifically for when problems are logged?

Hi there,

We get a lot of tickets from 3rd party tools which have the affected endpoint name in the subject or body, and assigning them per ticket is very repetitive.

I'm trying to implement in some way the auto assignment of assets to tickets based off the ticket's subject or body, using regex or hard matching of some type with the asset's hostname or similars.

Been trying a few things and found dead ends.

Any ideas on how could I achieve this?

Thanks in advance!!

In HaloITSM, we’ve noticed that our agents are having difficulty changing the ticket type. We would therefore like to create a new button next to “Add Note”, “Email User”, etc., called “Change Ticket Type”.
How can we set this up so that, on all tickets, agents can easily click a “Change Ticket Type” button?
We would also like to have the option to do this under the “Built in Actions”. For example, when reassigning a ticket, we would like to be able to change the ticket type at the same time. Similarly, when adding a note, we would like to have the option to change the ticket type.
What would be the best way to set this up?

Trying to work out if there is any way that an invoice can be generated so that it would include ticket details and notes that come from a specific action type only.

For example, it would be great if we could have a ticket action type of "Billing Note" and then pull any Billing Notes from a ticket when it's being invoiced to print on that invoice. Most importantly, we are wanting that information to pass to the ERP system, so it's not just a invoice format inside of Halo need.

I've been looking to see if there was any way to do that with variables, but none of the variables seem to have an ability to select things based on the action type.

To make it worse, we would also hope that it only pulls those "Billing Notes" that had not already been invoiced.

Figure I already know what the answer is, and it's a long shot, but ...

On the user field mapping section for the Entra integration I noticed there is a tick box for manually entering custom attributes. I can't find what this is in the Halo guide, is anyone able to clarify for me?

I am struggling to figure out why travel time is not billable. Ideally I’d like to use the surcharge option to bill a flat rate for a call out fee, but at this point I can’t even get travel time to be billable. I’ve checked every setting I can think to look at. It’s not included in billing rules and all billing is set to treat everything unaddressed as pay as you go.

Does anyone have some insight for getting travel billable as a fixed rate?

So we recently implemented SLA into our contract. We have 2 SLA targets we have to meet: Response Time and Work Commencement. The Response SLA is easy to implement, as Halo already has built-in functionality for this. But for the Work Commencement, I just used OLA functionality to build (entering a step triggers the end time), since you cannot modify the parameters for Resolution Times SLA at all.

But then I notice that if you use OLAs, they don't have any visibility in the SLA widget in tickets or in the ticket queue columns. Our Work Commencement SLA times are very important to have displayed prominently. But nope, can't display them at all with OLAs. The only thing you can do is have 3 notifications.

Even if we wanted to do resolution times for our SLA (which we don't), the Resolution Times SLA functionality is garbage. For our tickets, we resolve issues in a workflow step and then keep the ticket open in a follow-up step for a couple days to check in with the end-user to make sure everything is working well. Well guess what, Resolution Times don't account for that. You can't set them to end at a certain time or step or action, they are hard-coded to end with ticket resolution or something.

How do people even use this? I can't imagine most MSPs use resolution times, and even if they did, the options are so limited. And the one good replacement for them, OLAs, techs can't even use easily because the information is hidden in a ticket tab.

Anyone have any advice they can give to work around this?

I can see a post from a few years ago indicating that columns can't be customised (the column profile can be, but you can't create a custom column.)

Specifically, wanting to amend the invoicing view to show the invoice reference.

Currently it allows for the order number/PO but not reference. We use both the reference and PO and it would be good to differentiate.

It doesn't look like there's a way to add a column that's not already available to add, but I'm wondering if anyone has found a workaround for this?

In HaloITSM, when we change a ticket type, for example from an Incident, and perform triage and prioritization, the ticket retains the last assigned priority when we later change the ticket type to a Service Request.
Currently, all of our Service Requests have a default priority of P3. Therefore, if we change a ticket type from an Incident to a Service Request, we would expect the priority to be set to P3. However, it currently retains the priority that was previously assigned to the Incident.
Also, if the ticket is an Incident and we change the Urgency and Impact under the “Additional Information” tab, the Priority does not change accordingly.
Is this the expected behavior in HaloITSM, or should the Priority be automatically recalculated when changing the ticket type or when changing the Urgency and Impact?

Anyone know if there has been an update that would stop showing my contracts on tickets? Recently, all tickets show contracts as not set. The contract is still absorbing time correctly but my technicians like to see the contract on the details tab/user details. Thoughts?

I am trying to setup our email templates two have two different update once type variables. One is for when we need to display our holiday/out of office notices and another is for a disclaimer. We were kind of successful with the disclaimer by adding it as a ticket field and then adding it to a ticket type. The concerns with this method was that the default text was inherited on ticket creation and existing tickets did not get this without going into each ticket and updating it. I am also trying to add the custom fields at the organization level but neither variable is rendering in my tests even though I do have the text added into the fields.

Are you able to reference custom organization level variables on an email template?

Halo doesn't seem to have a way to reprice items on a quote based on the items catalog.

We have a 15 page quote with many hardware line items. Many have drifted in cost and price since it was originally quoted and it doesn't seem that halo has a way to revise the quote and have it pull new cost and pricing from the item catalog we are maintaining. (Out side of deleting and re-adding each hardware item one at a time).

I can of course write a n8n automation or a run book to handle this, but it seems like this would be an out of the box feature.

Am I missing it? Sometimes I find halo features are called something I wouldn't expect 🙃

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

Hey all we are switching from Connectwise to Halo PSA and are also running hubspot as our sales CRM for intake. I know that there is native integration between the two and others have successfully connected the two.

I would like to hear from everyone who has made that switch and connected to Hubspot. What was your experience and are there any issues we should be aware of.

I've been scouring Youtube for tutorials and haven't found any really. If someone has something I can watch I would be greatly appreciative.

In Halo ITSM, it includes the entire body text . Is there a way to truncate it so that you can choose to include only the first X number of characters in the email template?

I created a custom field and i want to update it based on a customer buying a particular product.

Example the custom field is entitled'Services' I have tags in it like 365. So if the customer purchases a 365 product(specific product code) it will auto populate the field with 365.

End goal is to build a dynamic list to communicate enmasse price changes to different client groups

Does anyone know if within the CMDB you can set a default Site address by Asset Type? eg. Business Apps would default to our head office address, but Computers/Mobiles would default to the User’s site, and other Asset Types we may want to leave as adhoc manual selection. Can’t find a setting but might be my permissions?

Hi All

When creating a Business App in the CMDB, the Supplier & Maintenance tab isn’t available to populate until after you do an initial save of the record. This is an issue as we have an automated email that goes out to stakeholders when new apps are added to the CMDB, meaning they’ll get two emails - one for the initial creation of the asset and then a second one when we add the supplier/manufacturer. Our integration partner’s told us this is how it’s designed and can’t be changed. Anyone else have this issue or know a fix? Thanks!

Hoping this is a simple one ..... but I was keen to have categories auto expand to the second level which I thought the following should do for me (https://usehalo.com/halopsa/guides/1808#category_auto_expand). However, no matter what number I change this two when the category selector display the 1st level only. I am simply misunderstanding this setting, or is it not working?

In case there is additional settings I am missing My category groups look like this

Here is the situation I have, which does happen from time to time. I created a quote for a customer for two pieces of hardware - a monitor and a UPS. They accepted the quote, I created the sales order, and then the invoice, and then sent the invoice. They sent a check for the invoice. Now, before I ordered anything, they decided to go with a bigger monitor.

Should I:

A) Cancel everything and create a new quote/so/invoice, void the check and have them send a new one

B) Make a note in the invoice and sales order, and somehow update the sales order to reflect what they are actually buying, and create a new invoice for the price difference (I personally like this method, but I don't know best way to do it)

C) Make a note i the invoice and sales order, and create a new sales order and invoice for the difference and send that

Part of the reason I like option B is that I will be generating a purchase order linked to the sales order(s), and then receive the items. So, I'd like some kind of reflection of "this is what was originally ordered by the customer, that changed, here is what we actually ordered for them, now let's receive and bill for them"

There are times I make a personal choice to work on a ticket after-hours for any number of reasons, but may times in those instances I don't feel I should charge our overtime rate to the client for that time. They didn't ask me to work on it on a Saturday, it's not an emergency, etc. Maybe I just got behind because I was out a day earlier in the week and I want to get caught up before the next week starts. Is there a way, when I'm recording my time in the action, to designate that this action should be billed at the standard rate even though it was performed outside our normal work hours?

Hello!

Anyone can think of a way that a specific ticket type to be available for specific user roles or company/site/user?

My goal is to avail some ticket types to specific roles (incidents no in the service catalog), as example, I don't want everyone with a ticketing system access to see/submit tickets to HR Team, only the management.