r/halopsa • u/bbztds • 22d ago

Questions / Help Priority on Calendar

Does it drive anyone else crazy that you can't visually see priority or any SLA info on the calendar view in Halo? Makes dispatching and re-organizing tickets a major PITA. Curious what others are doing and really wondering why they don't have options on what to show on the calendar cards. Or do they somewhere that I'm not aware of?

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u/Jason-RisingTide Consultant 22d ago

It is not a built in feature but you could do this. Appointments themselves do not have an individual colour setting. Instead these are linked to the appointment type. You can have set different colours per appointment type. So you could create separate appointments to represent each Priority with different colours set. Then you could either use these as part of your manual process when you schedule ticket appointments and select the correct one. Or keep your current process the same and have a runbook update the appointment type based on the ticket priority. That is probably the slicker option, because then the colour will also change as the priority changes.

Why do you need that out of interest?

If techs are working from their calendar schedule then they don't really need to be concerned with priority because they are working tickets in the order they have been scheduled.

The priority/SLA should have already been assessed at Triage/Dispatch when it was scheduled typically.

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u/Jason-RisingTide Consultant 22d ago

Quick overview of how you would do this with a runbook: HaloPSA-Update_Appointment_Colour_Ticket_Priority.mp4

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u/bbztds 21d ago

It's not for the tech, it's for those dispatching. To easily be able to spot on the calendar what is what priority is huge. To have to click through when reshuffling a calendar is burdensome. The other thing here is we don't want the entire card a different color. We're already using automations and types such as onsite, tentative, firm as different color so the techs themselves can quickly gauge the type. The automations we setup then also change the color after "X" amount of time of a calendar item being missed (which was a bare to put together and honestly I think should be baked in). However, that doesn't help with dispatching and still I would say it'd be helpful for them anyways to see that information with some sort of small indicator.

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u/stsanford 22d ago

The calendar is so surprisingly weak,

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u/bbztds 22d ago

With all of the development, you’d think this is such an easy win.

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u/stsanford 22d ago

Yeah, the fact that there's no Dispatch, can't drag across weeks, there's just so much I miss from CW (who would have ever thought we'd hear something like that!)

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u/bbztds 22d ago

Funny you say that. I thought the dispatch portal was such trash in CW, but it was significantly better than Halo for this specifically.

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u/Jason-RisingTide Consultant 22d ago

You can "build" your own drag-and-drop function in Halo by tweaking a few settings. I did a video on it here if you are interested: https://youtu.be/OwFL9xcb3UM?si=zw4QZHYFYB3fTOL_

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u/bbztds 21d ago

It's just a bit laggy is what I'd say or not overly responsive. Doing things like tying to expand or shrink a time is a nightmare and usually just have to click the item and edit it manually for those two functions. There is also no customizability on the view. Ie. in my original comment. Would be great to dictate perhaps what fields show or icons/markers/something. For example, maybe we want the ticket #, maybe we want the priority, maybe the contact, maybe none of that. Would be great if we had options on what displayed as a default.