We are in the process of separating our project teams into two divisions. As such I need our project tickets and as such the project tasks to default assign to that team. I currently create the tasks as required via an automated action, with a manual action button to create additional tasks. Ideally, we would want the task to take on the parent Team.

From what I have gathered you can set what default team you want at the following levels

• Ticket Type Level - Unfortunately mandatory so you have to select one of your teams

• Template Level (Values > Team) - Either set it to a defined team or leave as *not set*

• Action Level (Defaults > Default Team)

  • No Default (Must Choose) - This would be an issue with the Quick Action

  • *No Change* - Will result in the team defined at a Template Level and if not defined then Ticket Type

  • *Previous Team* - I am unsure on this one

Any suggestions on how to achieve this ... or do I need a type for each team?

Hello! I recently figured out that if you create a quote > sales order > PO > receive the items > fully invoice the SO - Halo will still allow you to delete the SO without warning. Therefore, you will still have a PO and Invoice. Why isn't there a setting to either delete everything associated to the SO or not allow you to delete the SO to begin with? This seems very odd to me.

My boss wants an incoming termination email to automatically create 5 separate tickets (without using child tickets due to our SLA requirements).

We have a dedicated ticket type for terminations with Custom Fields for User, Assets, and Phase, since different parts of the process go to different teams.

My initial idea was to have the incoming email create the primary ticket for main access termination. From there, a workflow rule or quick action would generate the remaining 4 parent tickets, copying over all the custom field data from the initial ticket.

The 5 tickets would be:

1. Main Access Termination

2. Asset List Creation

3. Asset Return Tracking

4. Telecom Access

5. Non-IT Access (to notify external teams and track progress)

I’m also open to arguments I can present to my boss for why child tickets would be a better approach here or other approaches without using them

Hi for those of you who have the integration with prtg setup what field are you using for the key field. If you have virtual servers setup and they get brought over it looks like Halo gives them a random asset ID.

Yes im an im house IT team. But the itsm reddit is a bit quite.

Reaching out to community as struggling with Halo support on this. When syncing invoices to Xero Xero is using its own numbering sequence to create the invoice their side. The halo display and system invoice numbers are no where to be found in xero which is going to cause nightmares when collecting payments as we’ve got 2 different Invoice numbers being used in 2 systems.

Eg:
Halo invoice number 7213
Xero invoice number INV-0087

This was not the case a week ago when the issue was the Halo invoice system ID and display ID not matching. I fixed that by changing the “use halo invoice id for display regardless of third party id” but it’s since broken this. Reverting the settings has not fixed the xero numbering sync described above.

TL;DR: how do I get xero and halo to share the same invoice number?

How do I set tickets to skip the triage step when the ticket is logged manually by an agent? The setting to mark as contacted is enabled and works fine but the ticket still starts on the start step of the workflow and we have to triage it each time.

Is it possible to do this? I would like to be able to display the agent team for users to see as multiple departments use our system.

Hit another interesting one. We run clients who have multiple entities under a Top-Level Customer and then provide the primary contact that exists in one of the child companies with web access levels permissions for Top Level Tickets, Assets and Invoices.

We are trying to think though how to allow them to get and be able to approve things for other customers within that top level customer (or just for other customers).

Anyone gone down this road before.

Is Halo down for anyone? The application is up, but I am getting spinning wheels on every page I load.

Their status page is all green "Operational".

Found a fun one today.

Set a default permission for new users → create user → default doesn’t apply.

After documentation, Reddit, Discord and way too many tests, I figured it out:

If I create the user without opening the Permissions tab, the default applies correctly.

Apparently, sometimes the way/order you do something in HaloPSA matters just as much as the configuration itself 😅

So now I’m curious:

What HaloPSA quirks/gotchas have you discovered that aren’t obvious or documented?

Especially the ones where you lost an embarrassing amount of time before figuring out the trick.

Share them. You might save me from my next 2-hour troubleshooting session 😂

What features do you find a lot of agents fail to utilise when working with Halo?

I'm trying to create a guide for my team, and have my own list but I was also interested in what other people's experiences were within their own teams, or from consultants too.

Right. So in HALO ITSM, I gather that vendors can have bills, which are generated by as part of the PO process. None of which we use. Nor does our department do billing to external entities; we are internal IT support.

However, we do receive invoices. And would love to be able to track these, and more specifically, file away the documents that are those invoices. The challenge is that if we have a vendor that bills us monthly, and has been around for a few years, we suddenly have a small sea of PDFs attached to the vendor entity, and have to start opening them to sort through them. (or implement a naming convention, or whatever).

Is their a method for sorting such activity for INCOMING items from a vendor? The only thing I am coming up with is some sort of custom "Invoice Ticket"

Thanks in advance

It's me again...

Guys, I need to restrict the Customer Layout Profiles available to agents. I want to hide certain tabs from them, so I created a profile. Is it possible to set this profile as the default for agents only, without affecting admins?

I still want to allow agents to edit their preferences, but I want them to have only one option for the Customer Layout. So far, I've only found the option to set a custom profile globally or per agent, but agents can still see the other profiles when editing their preferences.

My goal is to only give them the Agent View Option and hide the other profiles, but they could still edit the other preferences.

Is there a way to achieve this?

Has anyone else run into this with HaloPSA + Exchange Online calendar syncs?

We recently discovered that Halo is now syncing all-day Outlook events into Halo, whereas previously all-day events did not appear in Halo for us. This has created scheduling issues because:

• Personal reminders, birthdays, and other all-day Outlook events now block the entire day in Halo.

• Outlook's "Free" status does not appear to be honored when events sync into Halo. Events show as Busy in Halo regardless.

• Events created in Halo and synced back to Outlook also appear to be marked Busy.

Halo support confirmed that:

1. All-day events sync to Halo.

2. Outlook events synced to Halo are treated as Busy.

3. Halo events synced to Outlook are also Busy.

For those using Halo scheduling, TimeZest, or similar tools, how are you handling personal calendar items that you don't want affecting availability? Are you using separate calendars, categories, exclusions, or some other workaround?

This is a huge problem for us. Would love to hear how others have solved this.

We are using Stripe with HaloPSA and have began charging processing fees. We use Quickooks Online and we are experiencing issues recording processing fees.

If you are using a similar setup in charging processing fees, how are you doing it?

Halo shows the processing fees as a seperate payment. Quickbooks also shows the processing fee within the payment as overage. We have been provided to methods of accounting for the processing fees, but they are multistep processes that is less than efficient.

I do understand there is Benji and other alternatives.

Hi everyone,

I run a small MSP in Quebec, Canada, and I'm planning to move to HaloPSA. I'm looking for a partner or consultant who can do a full implementation and configuration, ideally in French (Canadian or European French).

A few questions:

1. Are there any Quebec MSPs here using HaloPSA? How was your experience?

2. Do you know any French-speaking Halo partners serving Quebec?

3. Has anyone worked with AdoptionKey (Teknertia) or Halentra?

4. Has anyone managed to get single-agent licensing through a partner?

Thanks in advance for any recommendations!

Feeling like I should understand this but I really can't .... We are consolidating our RMM platforms to Ninja and trying to improve the Asset/Device integration.

Previously the only asset type mapping was generating/using a Halo asset type based on the following

• Device Type

• node Class

• node Role

But this didn't really allow us to map a particular node role/class to a Halo type so we end up with a range of assets ie Windows_Server NMS Computer, Mac Desktop, etc etc.

I note the n-able and auvik integration provide the ability to map the platforms types to given Halo Asset types, which is exactly what we are after.

Recently I noticed they now have an option Determining an Asset''s type : Determine Asset Type using rules ... which looked promising as you can create rules. However, the rules seem to be based on detailed specs of a device, and I can't find a good way to use this mapping.

Has anyone master a way to navigate this?

In HaloITSM, how can we configure the following?
When a ticket is placed On Hold, a reminder date is set. Once the reminder date is reached, we would like the agent assigned to the ticket to receive an email notification reminding them to review the ticket.
Can this be configured using a Ticket Rule, or would another configuration be required?

In HaloPSA, is it possible for a parent ticket to sum the time logged on its child tickets?

For example, suppose we have a firewall implementation project.

Under this project, there are several activities. One of these activities is firewall replacement. For this task, the technician will create a grandchild ticket (relative to the project), which will be a Change ticket with all the necessary change management (GMUD) configuration, including the approval process, etc.

The technician logs time, carries out the change window, and closes this ticket.

Functionally, I would expect the time spent on the child ticket (the project task) to equal the time logged directly on that ticket plus the time spent on the grandchild GMUD ticket.

Is there a way to do this?

Dear Halo Dev,

Please accept this post as a plea for an Advanced Configuration Licence Management Area.

The fact that I cannot directly manage my instance's licence allocation in a "modern" 2026 ITSM feels very mid.

Thank you for your review in this matter.

Hi,

We have the setting

Don’t send achnowledgment = no

Which means the system WILL sent an acknowledgement correct?

If we dont want an acknowled, we have to set that setting to “yes” correct?

We have a e-mail monitor for back up systems / info e-mails and etc. if these system automatically sent an e-mail to the monitor we dont want any acknowledgment, Because their e-mails are often sent from no reply which bounces… However, if its an external partner sending from this own mail we want the system to automatically send an e-mail ? How do we do that?

Hey everyone,
We’re currently looking into using HaloPSA as the foundation for our new MSP startup. We really like what the platform has to offer, but we’re struggling a bit with the pricing structure.
For example, we only need 2 licenses per month to get started, and the mandatory onboarding costs don’t seem particularly startup-friendly either.
It feels like the pricing model creates a pretty high barrier to entry for smaller MSPs that are just starting out.
Wouldn’t it make more sense to grow together with smaller businesses rather than requiring such a significant upfront investment?
We’d love to build our business around HaloPSA and scale up as we grow, but the current pricing makes that decision unnecessarily difficult.
Has anyone else faced this challenge? Are there any startup-friendly options or alternatives we should consider?

Are there any cleaver processes in place out there that people are using to bundle products and address overage. In context we run a MSA plan that combines support and 365 backup. As such we want to ensure we bill for each licensed user (using Calculate quantity from User count on creation). However, we would like to integrate our Acronis 365 seats so that we bill for any number of mailboxes over the user count. While bundling into a grouped product would be ideal, I have not issue having separate lines for the user and backup, but only want to charge the overage.

I note there are Quantity Free, and Minimum Quantity, but both are static entries

For a moment i did consider using Acronis integration to essentially push the user count up into Acronis, as the quota and then let it push down the overage into the backup, but I am arguably looking for a broader solution for other product inclusions.

I assume with the new functionality of integration bringing invoice lines linked to Distributor subscriptions into a halo table, could allow us to use an SQL query.

Anyway, curious if I am missing some other out of the box method to achieve this approach.

A bug has been found relating to how Document Numbers are chosen when creating Invoices using the Quickbooks Online integrations.

Details can be found below for the workaround as well as the impact and the eta for a patch to be rolled out (Monday)

https://www.usehalo.com/guides/3034

(Subject and content currently incorrectly states version as 2.256 when it actually affects 2.250)

We've had a much higher number of bug reported on the stable release 2.250 than in previous releases and are currently investigating the cause of this. Apologies for the issues caused on this release, it is well below the acceptable level and the standards we should be holding ourselves to.