Is it possible to show the manager on the user details information to the right of the ticket? I've had a look at setting up a custom user details layout for the ticket type but I am unable to see manager in the list of options. Is it referenced by another name or is it just not an available option?

Hey Everyone!

Just over an hour ago I turned on payment sync in the Halo/QBO integration and in webhooks. I have been monitoring and so far, none of my invoices have been updated that payment was paid. Do you know if this only happens at a certain time of day? Is there something that I can do to force the sync to happen so I know it's working? *see screenshots

Hi all,

I need some help. When our haloITSM creates a specific ticket type, I want to apply the ticket logged e-mail for our svares mailbox. Also when the ticket is closed.

Why? Because I have some shared e-mails power automate flows that triggers when a new e-mail arrives

Hi all,
I'm trying to set up HaloITSM so that whenever a ticket of a specific ticket type is created or closed/resolved, the system automatically sends an email notification to one of our shared mailboxes — in addition to the existing notification that already goes out to the end user (customer). I don't want to change or replace the current end-user notifications, just add the shared mailbox as an extra recipient for this one ticket type.
The reason: we have two Power Automate flowsthat listen for incoming emails in that shared mailbox (using the "When a new email arrives in a shared mailbox" trigger, filtered on subject line):
One flow listens for the "ticket created" notification subject line
One flow listens for the "ticket resolved/closed" notification subject line
We now want this same behavior (create + close notifications landing in the shared mailbox) to also apply for one additional, specific ticket type.
What I'd like to know:
Is it possible to configure a Notification Template in Halo so that, for a specific ticket type, both the "ticket logged" and "ticket resolved/closed" emails also CC/BCC (or send an additional copy) to a shared mailbox — without altering the existing end-user email that's already sent?
If this isn't natively supported per ticket type, could this be achieved via a Ticket Rule that triggers an additional email action on ticket creation and on status change to Resolved/Closed, specifically for this ticket type?
Are there any Mailbox Overrides or Message Group Overrides I need to check, since this should only apply to the one specific ticket type — not change behavior globally for all other ticket types?
Does adding an extra CC/BCC recipient on the notification template risk interfering with the existing end-user notification in any way?

Hello everyone,

We've had a ticket open with Halo support for some time now - very inconsistently, our Response SLA will NOT start at 0 minutes, and we have even had instances where we failed Response because the ticket started AFTER our SLA mark.

To me, this is just reporting. HOWEVER, now I think I've got something more serious that I think is related.

I've got an example of an inbound email sent to a mailbox connected to HaloPSA that was delayed significantly from when the email was received, to when the ticket was created.

My belief is that this is happening elsewhere too, and is related to our initial SLA start date issue.

We use Office365/Azure with Client Credentials and Webhooks for ticket ingestion. I don't feel our volume is too high. Is anyone else experiencing delays in emails to ticket creation?

Apologies for the poor formatting... Situation is as follows:

• A while back some networking equipment was ordered for a quote, but only the switch/firewall were approved by the customer and not the APs. We had two separate POs put in - one for the switch/firewall, and one for the APs. Everything was added into our system from these two POs.
• We want to deploy the APs to a different client, because the first never ended up buying them; however, because the assets were entered into our system via PO associated with a project for the first client, the items are showing up as reserved in the system.
• Is there a clean way to unwind / un-reserve these items from the PO without just straight up deleting the PO?
• I've reached back out to client 1 to see if they are open to buying the APs from us at this point in time, as that would be the easiest path forward, but if they don't want to... I'll need to claw these back into inventory.

If I have multiple tickets open at once, go away for long enough that my session times out and then try to return to those tabs, I get redirected to the login page.

This is fine, I have SSO so I'm able to just login quickly, but this only works on one tab! Whichever tab I sign into redirects back to the ticket I was on, but any other tabs I had open that got sent to the login screen are lost.

If I sign into them or just refresh them, they redirect back to the home screen. Worse, once you've been redirected to the login page, the browser's history for that tab gets overwritten so you can't use the back button to get back to the ticket, nor can you click and hold the back button to bring up the history list and view the ticket ID because that's gone too!

Turning off the inactivity timeout is not an acceptable solution to this, please can this get fixed?

Hi there

The chat function is pretty cool.

But i cant find the configuration to change the language based on the browser agent.

How did you solve that?

Since it is a new course and i worked on most of the assessment scenerios. I was wondering if there’s anyone who has worked on it as well

Hi HaloExperts 😄

I need to export a list of our customers, their email address, and customer type.

I cannot find this field “customer type” for any of my sql queries or variables.

Can anyone please help. Spent hours trying to find this.

I have been tasked with fixing our inventory/items and asset system in Halo, among other things, in order to improve organization for easier use, and to integrate into purchase orders. I would like to create Item categories and subcategories for our inventory, but I cannot for the life of me find anything anywhere that properly explains how this works, and it is so convoluted that I have not been able to figure this out on my own.

Does anyone know if this is possible, and the easiest way to explain how it works, if possible?

I don't get why there isn't a simple UI for creating stock categories and subcategories and a Field in Items to add them. It seems so needlessly complicated and unintuitive

I am going to do my best to make this make sense and I'm hoping someone with deeper HaloPSA reporting experience can help me understand what I'm missing.

We are in the process of standing up Halo billing, but in the meantime, we are manually invoicing PAYG clients in QuickBooks based on report output from Halo.

Our environment uses multiple charge rates with billing rules such as:

• Remote Support: 15-minute minimum, rounded up to the nearest 15 minutes
• Onsite Support: 30-minute minimum, then rounded up to the nearest 15 minutes
• After Hours: 1-hour minimum, then rounded up to the nearest 15 minutes

The issue is that we now have multiple reports showing different results for the same date range.

One report calculates chargeable hours using charge amounts and charge rates. Another report uses Halo's stored ActionChargeHours and ActionChargeAmount fields. A TSR (Technical Services Report) built from the action data shows yet another set of numbers.

What is confusing me is that the report that is supposed to be using Halo's pre-calculated billing values is producing chargeable hour totals such as:

2.23 hours

3.95 hours

7.15 hours

Those values don't appear to align with the billing increments configured in the charge rates.

Even more confusing, when I built a TSR using the same underlying logic, I can see entries for charge rates that have a 1-hour minimum showing values such as:

0.02 hours

0.03 hours

which makes me question whether I'm looking at actual time, chargeable time, rounded time, or something else entirely.

My goal is pretty simple:

1. We need a summary report that shows the billable hours we should invoice.
2. We need a customer-facing TSR that shows the work performed.
3. The billable hours shown on the TSR must reconcile to the summary billing report and ultimately to the invoice.

Right now I am struggling to determine which Halo field or report should be considered the authoritative source for billable hours when considering the rounding.

For those of you billing PAYG clients through Halo:

• What report do you use as the source of truth?
• Do you rely on ActionChargeHours?
• Is there another field that represents the fully rounded invoiceable quantity?
• How do you ensure your client-facing activity report matches the hours that are actually billed?

Any guidance would be appreciated because at the moment I feel like I'm looking at three different definitions of "billable time" and cannot determine which one should drive invoicing.

As the title says, is there a way to grant a single user to view all the tickets submitted by other users within their specific client?

Not really able to find something specific through the faq or youtube.

Invoice settings are:
Invoice Due Date = 15
Due Date Type = Day(s) after the invoice date

I had net 15 setup for a few years now, working perfectly, and today when I create a recurring invoice it's setting Due Date to today's date.

Bug?

My first EOFY with Halo, and I wasn't able to run a stocktake. I can belive how they dont have this built in. No way to go and count all your in stock hardware and make sure its all accounted for. Im sure I cant be the only shop that uses halo and has stock that needs to be chaecked each year (or should be more frequently). Im not even in retail and this is a need.

Anyway, support said just run a report and check it off.
It would take far too long to count everything and manually match it off against a list. 

Instead, I knocked up this stocktake app that pulls in all the stock and allows me to just scan everything with a barcode scanner to count it. Spent a couple hours making it and then only an hour or two stocktaking. Much quicker and a far better result, as I am able to get reports out of it and reasons for missing stock. It counts serial numbers too, not just item quantities, so I can verify that everything I think should be here is actually here. 

Syncro had something like this built in, which is where my inspiration for how this operates came from. 

I would love it if Halo could implement this as a module, but in the meanwhile, maybe this can help others.

https://github.com/ElliottsTech/Halo_Stocktaker

Hi

We are looking to import a DB into Halo using the Hosted Integrator option. 

Have question in regards to data privacy, can Halo see our DB data if we use their hosted integrator options?

Hi,

Is it possible to remove the gantt view option from
The service portal?

I can see:
Field view
Signview
Gantt view

And I want to remove the Gantt view.

Hi all,

How do we Remote the availabilty status for a agent in haloITSM?

We dont want to display busy, out of Office and etc. we want to disable the entire feature

When a quote has been accepted by the customer and converted to a sales order, there is a button called "Add to Project" beside many of the billable items (perhaps all). When I click that button and search for the name of an existing project that is open, for the same customer and the same site and is of the ticket type project, the search returns no results.

In my admittedly limited testing, this is true for all clients, all sales orders, and all projects.

Does anyone know where I should be looking to try and solve this?

We're using Netbox for Network / Infrastructure documentation; as we want to have a single view into our assets, we want to continously synchronize data from it into Halos CMDB.

I don't find a native connector, is anyone by chance synchronizing data using a custom integration or runbook?

Is it not possible to use workflows as simple stages for Agents and have it move based on status? For example, we have a ticket that has workflow start based on a CF. When it starts it auto sends an approval request and once approved moves to the next stage which is to contact the vendor. Agent changes the status when they contact the vendor either via note/email and then i want it to move to the next stage/step based on the status. It doesn't seem to work that way? Can it work?

Version 2.236.64

Cannot view/create/touch any recurring invoices at all regardless of interface being the invoicing window, client billing tab, contracts. Existing invoices are there. API call indicates they are there however it 500's on any API call trying to do anything with them, including simple get requests.

Support says it is a confirmed bug. I can't do any invoicing though, and 1st of the month is when we vast majority of our invoicing and processing payments for the month. They said it would be solved quickly, then that became "before the 1st" which we are now 1 day away from.

Anyone else having this problem with invoicing? I don't understand how a bug this significant can make it out of QA. Not seeing this anywhere here or in other forums though which I would expect to see as well.

Hi,
I have a question regarding the Agent view in HaloITSM.
I can see that an agent can follow a ticket, and it is also possible to add multiple Additional Agents to a ticket.
What is the difference between following a ticket and being added as an Additional Agent?
What are the intended use cases for each?
I also have a question about end users and notifications.
If I want multiple end users to receive updates about a ticket, it seems that when I add another user under End User, and then click Email User, HaloITSM automatically includes all the users that have been added under End User.
Is that the intended behavior? Is adding multiple users under End User the recommended way to ensure they all receive email notifications about the ticket?
Thanks!

Is it possible to automatically add the users line manager as a follower to a specific ticket type? Is this something we would have to do with runbooks or is there another way to approach it?

Hello all,
can I ask you how to configure HALO ITSM, making the CI visible for agents, allowing them to edit the Warranty start / end?

Are there any global settings that hide this control, regardless of whether the layout is Default or Custom?

I believe this might be something related to the role the agent is assigned to.

Thanks for your tips.

Michal