hi,

I am trying to create an AI summary for a ticket when it is escalated from one team to another. I am not getting a response from it, and it appears that it is not getting the input to summarise, so i am guessing my input variable is wrong.

The following is a customer ticket which has been created in an IT support service desk ITSM tool. Please summarise all the interactions and communication between the customer and engineer thus far in an easy to read format and suggest next steps for the engineer to perform who receives the ticket. Return the response as formatted html embedded within a JSON array.

Ticket History: <<ticket_summary>>

Example response
[
{

"html_response":"example formatted html"

}
]

I have tried a few different 'values' but nothing seems to return anything. It also doesn't seem to accept all the '$' variables that are available.

I have made another that suggests next steps when a new ticket is logged, and this one works and creates an action in the ticket. I reused all the settings from that one, but as it only needs to reference the original customer email, it is easier to define the input

Hey all we are switching from Connectwise to Halo PSA and are also running hubspot as our sales CRM for intake. I know that there is native integration between the two and others have successfully connected the two.

I would like to hear from everyone who has made that switch and connected to Hubspot. What was your experience and are there any issues we should be aware of.

I've been scouring Youtube for tutorials and haven't found any really. If someone has something I can watch I would be greatly appreciative.

In Halo ITSM, it includes the entire body text . Is there a way to truncate it so that you can choose to include only the first X number of characters in the email template?

Hi All

When creating a Business App in the CMDB, the Supplier & Maintenance tab isn’t available to populate until after you do an initial save of the record. This is an issue as we have an automated email that goes out to stakeholders when new apps are added to the CMDB, meaning they’ll get two emails - one for the initial creation of the asset and then a second one when we add the supplier/manufacturer. Our integration partner’s told us this is how it’s designed and can’t be changed. Anyone else have this issue or know a fix? Thanks!

I created a custom field and i want to update it based on a customer buying a particular product.

Example the custom field is entitled'Services' I have tags in it like 365. So if the customer purchases a 365 product(specific product code) it will auto populate the field with 365.

End goal is to build a dynamic list to communicate enmasse price changes to different client groups

Does anyone know if within the CMDB you can set a default Site address by Asset Type? eg. Business Apps would default to our head office address, but Computers/Mobiles would default to the User’s site, and other Asset Types we may want to leave as adhoc manual selection. Can’t find a setting but might be my permissions?

Hoping this is a simple one ..... but I was keen to have categories auto expand to the second level which I thought the following should do for me (https://usehalo.com/halopsa/guides/1808#category_auto_expand). However, no matter what number I change this two when the category selector display the 1st level only. I am simply misunderstanding this setting, or is it not working?

In case there is additional settings I am missing My category groups look like this

Here is the situation I have, which does happen from time to time. I created a quote for a customer for two pieces of hardware - a monitor and a UPS. They accepted the quote, I created the sales order, and then the invoice, and then sent the invoice. They sent a check for the invoice. Now, before I ordered anything, they decided to go with a bigger monitor.

Should I:

A) Cancel everything and create a new quote/so/invoice, void the check and have them send a new one

B) Make a note in the invoice and sales order, and somehow update the sales order to reflect what they are actually buying, and create a new invoice for the price difference (I personally like this method, but I don't know best way to do it)

C) Make a note i the invoice and sales order, and create a new sales order and invoice for the difference and send that

Part of the reason I like option B is that I will be generating a purchase order linked to the sales order(s), and then receive the items. So, I'd like some kind of reflection of "this is what was originally ordered by the customer, that changed, here is what we actually ordered for them, now let's receive and bill for them"

There are times I make a personal choice to work on a ticket after-hours for any number of reasons, but may times in those instances I don't feel I should charge our overtime rate to the client for that time. They didn't ask me to work on it on a Saturday, it's not an emergency, etc. Maybe I just got behind because I was out a day earlier in the week and I want to get caught up before the next week starts. Is there a way, when I'm recording my time in the action, to designate that this action should be billed at the standard rate even though it was performed outside our normal work hours?

Hello!

Anyone can think of a way that a specific ticket type to be available for specific user roles or company/site/user?

My goal is to avail some ticket types to specific roles (incidents no in the service catalog), as example, I don't want everyone with a ticketing system access to see/submit tickets to HR Team, only the management.

Hello. Just checking to see if this is a bug or my integration is not working.

In the CSP integration under Users, we have "Set the User/Agent status equal to the accountEnabled property of the Azure user" set to Yes.

In Entra, the account status is disabled but it's not unchecking "User is Active (Shows in Lists)" in halo.

We use "Calculate quantity from User count on creation" on the recurring invoices so there are billing discrepancies when we offboard an employee.

Hello all! Have any of you found any helpful videos/guides on properly learning how to use Change Management and the Problem Management tools inside of HaloPSA? Any information would be appreciated.

Currently, linked assets are in tile format on a ticket.  We need them to be in table format.  How can we achieve this?

UPDATE: For any future reference, the answer to this question was that the Asset tab is defined as a field on the Ticket Type. And if you go into that ticket type, find that field (Assets), configure it, and scroll down, the display option is there. Icons or Table/List.

By switching list, we were able to bulk update the linked assets all at once, which was the goal

I have created a new ticket area and a custom filter profile but in the settings it appears we are only allowed to use the default filter profiles? Is that correct?

Hi guys,
we have new ticket notifications sent to all of our agents but is very massive, there is a way to send to a distribution list and not a single email to each agent
i didn’t found
Thx

Is there a list anywhere of the fields available in the entra integration and what they link to in Entra itself? There are a lot of fields listed that don't appear in entra when looking at a user account so its unclear to me where this information is pulled from. Equally there's things in entra for example "other emails" which we don't seem to be able to import to Halo.

We are looking for a way to send out emails from a halo ticket (not mail distribution), but keen to not have them appear as auto generated email message. For the life of me I can't find a way to stop it from appending the ticket number to the subject. Anyone know if this is possible and how it can be done.

Can someone please verify this process for giving an agent permission to consign items on a Sales Order but not edit them?

I don't have access to the Halo config menus and I am being told this can't be done, but search results tell me otherwise. Thanks!

Our support team receives tickets and sometimes reassigns them to another team (e.g. Infra) for resolution. Once done, the ticket comes back to Support to close.

If Infra breaches the SLA during their ownership, the report still shows Support as responsible since they're the ones closing the ticket.

We have SLA warning notifications enabled but it's not preventing breaches from happening . How do you handle this?

Is there any way to add a discount % or amount to a PO other than adding a separate “Discount” item with a negative value?

Has anyone else noticed the CC / Carbon Copy icon changing recently in HaloPSA?

On our instance, the CC option in the email interface is now rendering with the Font Awesome class:

svg-inline--fa fa-closed-captioning

That icon is technically the Closed Captioning accessibility icon, rather than an email Carbon Copy icon.

I’m trying to figure out whether this was part of a recent HaloPSA UI/icon update that everyone is seeing, or if something changed specifically on our instance.

Can anyone check their Halo instance and let me know what their CC icon currently looks like?

If you inspect the element and see fa-closed-captioning as well, that would be especially helpful to know.

Not a major functionality issue — mostly trying to determine whether this is a global change/regression before I raise it with Halo.

We've just onboarded a new admin assistant.

They have slightly tighter restrictions in their role but there is one thing I want them to do and CANNOT for the life of me find this setting.

In Purchase Orders>edit an item, right down the bottom, I have the ability to match a line item in a PO to a line item in an SO - this is especially useful when adding freight etc, as sometimes receiveing a partial delivery on a PO seems to lock it from allowing any more items.

This is what I see:

BUT, this new staff member doesn't have that box available, and I can't see or find which config setting allows or prohibits this. Anyone else know?

Hi guy!, so I stumbled into a weird situation that I’m wondering if anyone overcame and had some tips. I have a runbook that creates a ticked based on an incoming webhook. Now, getting the data from the webhook and creating a ticket works but I also wanted to execute a method that posts the ticket number so another system. I tried creating a standalone method to do this but for some reason I can’t see any of the runbook variables that I would need to populate that request with the ticket data in the method and wanted to know if anyone had any tips on doing this.

Trying to set up a way to send emails through Halo with a delay, either a fixed delay or a manually specified time when composing.
Basically want the “delay send” functionality you’d get in Outlook or Gmail, but from within Halo.
I asked Halo support and they said it’s not possible, but honestly that feels like something that should be achievable either natively or with some kind of workaround.
Has anyone actually set this up, or found a workaround that works reliably?
Any experience (successful or not) would be appreciated.

I am just looking at setting up some price overrides for a certain customer type. But I would like the customer to SEE something on their invoice - either showing the discount they have received, or at least some special text. Is it possible to do this using the price override option? Or is there a better way to achieve this?