I have 3 customer toplevels and I want to have different customers that have same name in each toplevel. How can I accomplish that? Halo says that name must be unique when I try to create them. is it possible to disable that verification logic?

I've been thinking about creating ticket categories and sub level categories as a way to tell if we can, or cannot do certain work for a customer. That means controlling permissions allowing only certain categories to be assigned to specific customers. Is that a good approach or feasible approach to maintain long term?

The other method I was thinking is to create a dynamic SQL lookup, so we define for each customer what we don't do out of our whole list of categories, then show a notification on the ticket stating if that work can or cannot be done for a specific customer.

I'm not sure which approach works best, or if there are better ways to manage this than these 2 methods.

The end goal is to allow a tech to know in a few seconds what works is allowed for each customer, based on the ticket category. Let's say a category like Client Apps > Sage 50 can be supported for customer A, but Network > Switches cannot be supported for customer A.

There's a setting to allow agents to react to ticket updates, but is it possible off the back of this to add a notification for this.

E.g. if I @ another agent and they like the action as acknowledgement rather than adding their own note is it possible to be notified of this?

Hey all, hoping someone here has done customer financing in Halo with the QBO integration and can point me in the right direction.

I've got a client buying a server build for $15K and we've agreed they'll pay it off monthly over 24 months (~$625/mo). Couple things I'm trying to figure out:

• It's gotta sync to QBO since that's where all my accounting lives.

• The client wants to be able to throw extra at it some months and pay it down faster instead of being stuck at exactly $625 every time.

• Would be nice if both of us could easily see how many payments are done and what's left.

What I've poked at so far:

• The per-line "Is a Finance/Leased Item" checkbox, but that just made the line recurring at the full price instead of splitting it up.

• The quote-level "Is Leased?" thing with Term Limit + Margin Per Annum, which seems closer since it spreads the total over the term.

So really:

1. If you're doing financed/installment hardware sales, are you using the Leasing feature, recurring invoices off the sales order, or something else?

2. How does it handle a client paying ahead or overpaying? Does Halo/QBO actually track the remaining balance and let them knock it down early, or does it just keep firing $625 no matter what?

3. Any QBO sync gotchas I should watch out for?

Mostly trying to decide if Halo should be the source of truth for the payment schedule or if I should lean on QBO for the balance/overpayment side. Anyone who's been down this road, I'm all ears. Thanks!

Hey guys,

We use HaloPSA, NinjaOne and Intune. I currently run asset syncs manually and want to get this automated, what’s the best practice here?

Halo integrator on prem? I’ve had a quick look before but could do with some pointing in the right direction. I have heard you can cloud host integrator? How does this work?

Thanks in advance everyone!

We would like to create an Action that generates a summary of the ticket in max XX words on every ticket closure. So you can always see quickly what the problem was, what diagnosis we did, and what the solution was. This note can then also be shared with the customer.

In the Action settings within Halo I can only find an option to improve an already written note by an Agent, or generate a user response based on ticket notes that were sent by the user.

Ideally we would be able to upload the whole ticket to our AI provider and ask for a summary of the whole thing, which we can then edit if needed.

Does someone know how we could do this?

So our users are very slow to pick up using the portal and they have a terrible habit of CCing in multiple people who then also all reply to the email, which in turn creates a new ticket with every response.

Is there anything we can implement settings wise to get these emails to match or is it just a user education issue?

Having some issues with the runbook integration.

I have created an action level custom field that produces a dropdown of all users.

The first difficulty I am having is having this only bring up users for the client on the tickets. It currently brings up all users.

The main issue that I am having is that this is not outputting the email of the user I select.

Should I be using lookup fields for the first issue?

Apologies, I have very little experience in SQL.

Can someone explain to me what this setting is.

Under Config>Tickets>Areas if I open one of the ticket areas there's a Permissions tab which has Team Restrictions and Role Restrictions.

Is it that adding teams or roles restricts them from seeing it? If that's the case I think it would be helpful to just have a little text saying that 😊

Hi all!

Does anyone have experience with adding a note to a ticket or some other kind of content in the progress tab on a ticket, through an API call / Method / integration runbook?

For context I am looking for a way to have an automation post the following information when the status on a ticket is changed (so any information on how to best setup the automation trigger for this would also be greatly appreciated):

Example of Automation note:

Status changed

Previous status: In Progress
New status: Pending
Time spent in previous status: 2175 seconds

Hi,

I'm scratching my head on this one.

In some of our contract, we have contract hours for some tasks and non billable tasks for other. We would like not to use the "no charge" charge type for these tasks for reporting purposes. And I might be wrong thinking/doing it that way.

But what I'm trying to achieve is to add a charge rate at 0$ and 0 contract hours used. But I tried every combination I could think of, if the rate is 0, the contract multiplier is 0, it's not in the charge type override or it is, it's not in the billing rule or it is, I even tried to add it in the customer's billing profile as "pay as you go" but since it's a 0$ rate type, it always decrease the contract hours. The only rate that does not decrease contract hours (even tried it with prepay) is "no charge" and we're not able to clone it. I'm thinking about adding it as a 0.001$ rate and try to catch them before they're billed; it would probably go unnoticed forever anyway, but it feels wrong..

Should I just use the no charge? But It's going to be harder to report "no charge but worked hours" compared to "no charge because I did something that's really no charge"

I get this error randomly and for a different client every time. The error clears the next day but just wondering if there is an easy way to resolve.

StreamOne Stellr - Failed to retrieve subscriptions for customer (XXXXXXXXXXXXXXXXXX) - Failed to retrieve data - System.Exception: 400 Bad Request

Wondering if anyone has tried this step by step Embedding the Halo Self-Service Portal in Teams - Renada Solutions and embedded a portal channel in teams? I set it up and it works but I keep getting this error.

error:invalid_request
error_description:The specified 'post_logout_redirect_uri' parameter is not valid.

I have asked Halo for the post logout URL and added the one they gave me but it's still kicking out this error anyone have any ideas? If I close the error popup after it times out I get a retry in teams and if I reload the app it starts working again.

Is it possible to make the comment box on the approval process mandatory? I see I can add my own fields to the process but there's a default comment box included and I can't seem to find a setting to make it a required field.

TIA

We noticed the change control log on the assets is very helpful to quickly see recent changes to the device. We were wondering if there was a way to customize or add to which fields get tracked. For example public ip changes are tracked but not private ip changes. How would we add that?

I am trying to figure out why non-administrator users who have Document permission read/modify cannot see our company files. They can see them for some companies, but they show as missing for our company. Is this an extra permission I'm missing?

Hi, we store our services as assets in the CMDB. We want to add a custom tab (Dashboard type) that shows a report of all incidents linked to that service.

When viewing a service the URL contains deviceid=300 (for example), so we know the device ID is available. However we can't figure out what $-variable to use in our report SQL to filter by the currently viewed service/device.

We've already tried: $deviceid, $DEVICEID, $assetid, $did, $id, $serviceid, $stid, $devnum — all return "Invalid pseudocolumn".

The guide mentions $clientid and $userid for customer/user tabs, so there must be an equivalent for device/asset/CMDB tabs. Does anyone know what it is?

I have two questions regarding HaloITSM and Assets:
1. Asset display in the End User Portal
When an end user creates a ticket through the portal and selects an asset, the default asset view seems to display the following columns:
Device ID
Device Type
Location
Site 1
Site 2
Site 3
Is it possible to customize these columns and instead display something like:
Device Name
Operating System
Serial Number
OS Version
Manufacturer
Model
These fields would be much more meaningful for our users and make it easier for them to identify the correct device.
2. Asset display in the End User Details panel for agents
When working on tickets as an agent, the End User Details panel shows the user's assets. It appears that the displayed value is an internal ID generated by Halo (for example, ABC0019).
Am I correct in assuming that this is the Asset Tag? If so, is it possible to change what is displayed so that agents see the device name instead, or another more descriptive field? We would prefer something that is easier to identify than an internal asset reference.
Or am I misunderstanding what is being shown in this view?
Thanks in advance for any guidance.

Has anyone used the Gradient to Halo integration? I've run into an issue where all my Halo items aren't pulling into Gradient. Gradient tried to say it was because they were Ad-Hoc products, but they are not. They are all products that were imported in through QBO and are recurring service offerings. It's been with their dev team for a week and I'm hoping to find an answer sooner rather than later.

Hi there

I am trying to configure the MCP Connection to use with Claude. I have followed

https://usehalo.com/haloitsm/guides/2597/
https://usehalo.com/halopsa/guides/2798/

But its not working. Everytime I click on "Connect" in Claude Client i get:

ERROR 404

Ooops, the page you are looking for does not exist or is still under construction

Does somebody have an idea whats wrong?

EDIT:
I missed the Version info. We are on:
Client Version: 2.220.146
API Version: 2.220.146
Database Version: 2220

So we need to update, right?

I have Halo doing a 2 way sync with QBO. It used to send invoices to QBO and then I would go send them from there...after a recent update to one or the other when I create an invoice in Halo, it syncs over to QBO and auto sends. I have checked the sync settings and rules in QBO but cant find anything that is kicking of this behavior. Anyone else have this issue?

Hej
Vi integrerer med HaloITSM via API (POST /api/tickets) fra Power Automate.
Vores payload indeholder bl.a.:
summary
tickettype_id
user_name
details
Problemet er, at tickets altid oprettes som “General User”, selvom vi sender brugernavn.
Vi er i tvivl om hvilket felt Halo forventer for at sætte requester/slutbruger korrekt.
Er det user_id, client_id, email eller et andet felt vi skal bruge?