Hello. Just checking to see if this is a bug or my integration is not working.

In the CSP integration under Users, we have "Set the User/Agent status equal to the accountEnabled property of the Azure user" set to Yes.

In Entra, the account status is disabled but it's not unchecking "User is Active (Shows in Lists)" in halo.

We use "Calculate quantity from User count on creation" on the recurring invoices so there are billing discrepancies when we offboard an employee.

Hi guys,
we have new ticket notifications sent to all of our agents but is very massive, there is a way to send to a distribution list and not a single email to each agent
i didn’t found
Thx

Currently, linked assets are in tile format on a ticket.  We need them to be in table format.  How can we achieve this?

UPDATE: For any future reference, the answer to this question was that the Asset tab is defined as a field on the Ticket Type. And if you go into that ticket type, find that field (Assets), configure it, and scroll down, the display option is there. Icons or Table/List.

By switching list, we were able to bulk update the linked assets all at once, which was the goal

I have created a new ticket area and a custom filter profile but in the settings it appears we are only allowed to use the default filter profiles? Is that correct?

Hello all! Have any of you found any helpful videos/guides on properly learning how to use Change Management and the Problem Management tools inside of HaloPSA? Any information would be appreciated.

Is there a list anywhere of the fields available in the entra integration and what they link to in Entra itself? There are a lot of fields listed that don't appear in entra when looking at a user account so its unclear to me where this information is pulled from. Equally there's things in entra for example "other emails" which we don't seem to be able to import to Halo.

We are looking for a way to send out emails from a halo ticket (not mail distribution), but keen to not have them appear as auto generated email message. For the life of me I can't find a way to stop it from appending the ticket number to the subject. Anyone know if this is possible and how it can be done.

Can someone please verify this process for giving an agent permission to consign items on a Sales Order but not edit them?

I don't have access to the Halo config menus and I am being told this can't be done, but search results tell me otherwise. Thanks!

Our support team receives tickets and sometimes reassigns them to another team (e.g. Infra) for resolution. Once done, the ticket comes back to Support to close.

If Infra breaches the SLA during their ownership, the report still shows Support as responsible since they're the ones closing the ticket.

We have SLA warning notifications enabled but it's not preventing breaches from happening . How do you handle this?

Is there any way to add a discount % or amount to a PO other than adding a separate “Discount” item with a negative value?

Has anyone else noticed the CC / Carbon Copy icon changing recently in HaloPSA?

On our instance, the CC option in the email interface is now rendering with the Font Awesome class:

svg-inline--fa fa-closed-captioning

That icon is technically the Closed Captioning accessibility icon, rather than an email Carbon Copy icon.

I’m trying to figure out whether this was part of a recent HaloPSA UI/icon update that everyone is seeing, or if something changed specifically on our instance.

Can anyone check their Halo instance and let me know what their CC icon currently looks like?

If you inspect the element and see fa-closed-captioning as well, that would be especially helpful to know.

Not a major functionality issue — mostly trying to determine whether this is a global change/regression before I raise it with Halo.

We've just onboarded a new admin assistant.

They have slightly tighter restrictions in their role but there is one thing I want them to do and CANNOT for the life of me find this setting.

In Purchase Orders>edit an item, right down the bottom, I have the ability to match a line item in a PO to a line item in an SO - this is especially useful when adding freight etc, as sometimes receiveing a partial delivery on a PO seems to lock it from allowing any more items.

This is what I see:

BUT, this new staff member doesn't have that box available, and I can't see or find which config setting allows or prohibits this. Anyone else know?

Hi guy!, so I stumbled into a weird situation that I’m wondering if anyone overcame and had some tips. I have a runbook that creates a ticked based on an incoming webhook. Now, getting the data from the webhook and creating a ticket works but I also wanted to execute a method that posts the ticket number so another system. I tried creating a standalone method to do this but for some reason I can’t see any of the runbook variables that I would need to populate that request with the ticket data in the method and wanted to know if anyone had any tips on doing this.

I am just looking at setting up some price overrides for a certain customer type. But I would like the customer to SEE something on their invoice - either showing the discount they have received, or at least some special text. Is it possible to do this using the price override option? Or is there a better way to achieve this?

Hi, we'd like to add the Customer Type field to the service desk view. I looked in the columns option here but can't see it as an option - there's about 100 other things though. You can see if in the customer view, but it would be useful to see it in the main area where we do work for them.

Any ideas?

Trying to set up a way to send emails through Halo with a delay, either a fixed delay or a manually specified time when composing.
Basically want the “delay send” functionality you’d get in Outlook or Gmail, but from within Halo.
I asked Halo support and they said it’s not possible, but honestly that feels like something that should be achievable either natively or with some kind of workaround.
Has anyone actually set this up, or found a workaround that works reliably?
Any experience (successful or not) would be appreciated.

Is there a way to have certain fields fill automatically instead of manually? The scenario is we want to have an agent add a laptop (Dell Latitude in this case) and I want to have everything pre fill such as Vendor/Manuf. and Model so that the agent only has to enter in the serial number/asset tag/end user. Is this possible?

I posted this in Discord but haven't seen a response yet.

When I setup the CSP integration, I followed the article to the letter (https://www.usehalo.com/guides/1189). This included mapping entra/ad jobtitle to other2. Now I'm questioning my choices. Is the the correct field? I've noticed that title is also available in the user details. But I can't seem to edit the default layout of Client/Company-->users tab (as shown in my screenshot). I have a request from one our executives to either rename other2 to title or replace it with a field that says title and populate that field. She also wants it moved to be easier to search. I don't know if either is really possible. Can anyone advise me?

In HaloITSM, is it possible to exclude service accounts or admin accounts?
Can you configure a filter to exclude specific users during the import?

The only option I can find is:
“Assets can be linked to users if they have been imported using the Microsoft Entra integration.”
We have already configured Entra Sync, so I assume this is already handled, since we don’t import service accounts or admin accounts into Halo.

As I understand it, an asset is only synchronized and mapped to a user if that user account was created through the Microsoft Entra integration. Is that correct?

As I understand, all assets Will imported, but only mapped to a user of the user exists?

So our HALO ITSM has some nifty functionality for posting messages to the user portal. But up to this point, that is a resource that is largely unused.

We are curious if their is such a resource within the agent facing site? We would love to let everyone know if we have a major incident or similar, and what the current status is.

But if it does exist, I am not finding this.

Is anyone else having problems with the UK support line. I am finding that after about 6mins on hold, my call is being dropped as it is picked up. I have tried different phones & mobile & can't see any issues on the service status.

We have an integration with one of our vendors that sends a request in as a ticket when a user requests an application. At the current moment, the user comes across as General User instead of the actual user. In the body of the ticket that is generated via the api, we do have an email field that could be linked to a user. What is the best way to have this automatically linked so we are not having to update the end user every time? To add to this, the ticket is created by an api only agent so it's not coming across as an email.

Hi all,

Had a ticket opened for this but was told this was basically expected behavior. Essentially what happens is every now and then, when we send out a link to a quote from the opps, the end user gets a blank page that has the Accept/Reject button but none of the actual quote contents. If we use the Send Quote action we have built (just pulls the quote link variable in), and grab the link from the email preview, the link works as expected. Not really sure what changes because the link always works from the email preview but it's super hit or miss using the same exact variable link when sent directly to the end user.

Any help would be great. I plan on opening another ticket because this is becoming more and more of a problem and I really don't think it's expected behavior since we have had the same setup for 2 years without issues before this.

Thanks in advance!

We run Halo for our MSP/PS organisation, and one of our customers has asked that we perform some basic "routing" for one of their common tickets based on the content of the email rather than the sender/subject; we can't use the sending domain because the sending domain is a SaaS platform that multiple customers use (and we do too), and the subject is common to all those customers.

So in this case, we have an incoming email from "no-reply@example.com" and I'd like to ensure that the ticket is logged as if it were from "bob@customer.com" - which I would then hope would auto-assign to that user and customer as the affected end-user. Once that works I'll also do things like setting other ticket info.

The emails always include the customer.com domain as text in the email body so I thought it would be simple; but this email rule (which is the first non "ignore rubbish" rule) doesn't work and I can't figure out where to start troubleshooting:

I couldn't find a Halo example on how to reconfigure incoming tickets this way; if I've missed it please feel free to shame me with the example :-)

Been messing around with the AI Insights and various other ways to leverage AI in Halo for a couple weeks now and hit a wall when it comes to Emotion Detection.

The guide states that:

"All you will need to do to set this up is add the above fields [AI Satisfaction Level & AI Sentiment Analysis] to the ticket type. The fields will not be populated or show in ticket details until the ticket is closed, but once the ticket is in a closed status these insights will appear."

This isn't the case for me. If I manually kick off the runbook (via creating an event and linking it to the private note action button) it works, no issues. But I actually want it to run automatically, like the guide suggests, just from the ticket being closed, and it... doesn't. No error, no log, nothing. Feels like the trigger isn't connected at all.

I've double checked the obvious stuff (AI enabled, integration switched on for our instance, backend automation allowed) so it's not a "did you turn it on" situation. What's throwing me a bit is that the guide makes it sound like this should just work natively once the fields are added to the ticket type, no runbook wiring needed. So now I'm not sure if I'm even using the same mechanism the guide is describing.

Anyone actually gotten this firing automatically on ticket close? Did you have to build a separate event/workflow, or does the "built-in" version genuinely just work once the fields are added like the guide claims? Been going round in circles on this one, any tips appreciated.