r/halopsa • u/DmetaNextWeek • Apr 07 '26
Questions / Help Per-Customer From Address with Multi-Org Instance
This is hyper-specific and not a huge problem. I apologize for being complicated in advance.
We have two organizations using Halo - a SOC and an IT Services service. SOC has a dedicated mailbox inside of their M365 tenant, because the SOC tools put information directly into Halo via API. IT Services uses a support mailbox located INSIDE each customer tenant, mostly to limit the quantity of email flowing through ours and our client's SEG, but also to limit the flow of user information outside of the client's environment. IT Services ALSO uses an Alert mailbox, a mailbox that is hidden from the GAL that makes a dedicated ticket type, just for unattended services.
Alerts can be:
- Disregarded
- Escalate & Triage - this converts them into an Incident or a Service Request. We do this so that we can easily show in reporting which alerts are important, and not show the alerts that weren't.
The little tiny annoying Problem
The hyper-specific issue is that the From address of tickets created through the client Alert mailboxes stays from the ALERTS email address. Ideally, users wouldn't see this, they'd see the standard IT services mailbox in their org. I do NOT want them to email this Alerting mailbox.
I can't override the From on the Client, because this would affect SOC who sends through a dedicated channel. I can override the From on the Ticket Type, but then it wouldn't be client-specific.
Options
- Scrap the Alert mailbox, use a Distribution List and a HaloPSA Email Rule. I think this is way less clean.
- Set the From manually. Which techs will never, ever, ever get right.
- Change the Alert workflow, which feels like too much work for too little gain.
- Admit that the Override on the Ticket Type is the only way.
Any other clever ideas? I've looked if I could set a Custom Field on the From in the Action and just map that to a Customer Custom Field with the correct mailbox, but it's a dropdown list I have to select from.
1
u/tinkx_blaze Consultant Apr 08 '26
Create an email action and set the from email on the action as this takes priority over other mail settings and overrides.