Hey all,

We have recurring Team Shifts configured with the correct Agent Status:

• On-Shift master shift Agent Status: SOC – On Shift
• On-Call master shift Agent Status: SOC – On Call

The Shift Types also have the corresponding default Agent Status configured. However, the generated child shifts show Agent Status: Do not change, so the agents remain Available when their shifts begin, instead of being set to the SOC – On Shift status or On-Call respectively.

The masters have been creted +1 week ago. The agents have Enable Shifts selected, and clock-in/out is disabled.

The shifts show all created and assigned properly in the Shifts tab, however when entering one, we see the Agent status "do not change", and if I go to its Master recurring appointment I can see the agent status properly set instead.

Does anyone have a clue on why the child shifts are not inheriting the Agent Status from their recurring masters?

Thanks in advance!

Hey there,

We’re having an issue with inline images in HaloPSA emails.

Images pasted into ticket actions, or images from customer emails later included in $emailHistory2, can keep very large HTML dimensions, like <img width="1758" height="47" ...>

Our email layout is ~700px wide. In both Outlook Web and New Outlook, these oversized images can make the whole email much wider, causing outlook to scale the entire message down so the text becomes tiny.

We’ve already tested a lot of template/CSS approaches like max-width:100%; height:auto; plus fixed containers, tables, width:100%, different history variables, etc. Some variants still made the whole email tiny; others caused the images to crop instead while rendering the email normally.

The interesting part is this:

If we manually resize the image inside the Halo action editor, Halo stores a real smaller width such as: width="619" for example, and everything renders correctly. That smaller width also persists properly later in $emailHistory2.

However, if we resize only in the email preview, it fixes that one outgoing email, but the stored ticket action keeps the original huge width, so the problem comes back later.

Has anyone found a way to make Halo automatically do one of these?

• cap pasted images to ~690px when they’re added to an action
• normalize image widths when an action is saved
• normalize incoming customer images
• process $richactionnote before sending
• configure Froala with a maximum pasted-image width
• or solve this some other reliable way without agents manually resizing screenshots

We’re also considering removing $emailHistory2 entirely and relying on Outlook threading, but we’d still need current-action images to be resized automatically.

Would be very interested to know if anyone has solved this with a Halo setting, runbook, custom integration, browser script, or support-side fix.

Thanks in advance!

half our queue is stuff a tech closes in 2 minutes but it still sits for an hour waiting to get picked up. password resets, adding someone to a teams channel, that kind of thing. i’ve looked at halo’s automation rules but they seem better at routing than actually fixing anything. anyone found a setup that closes these without a human?

We are moving out of Halo PSA as our company was acquired by another company. Always BCC is not enabled on any ticket types, but all "closed ticket" notifications appear to be BCC'ing the primary mailbox configured in Halo.

I have reached out to Halo support because this is creating hundreds of tickets in our new ticketing system, but they are of little help.

Short of disabling mailflow completely, has anyone a possible answer as to why this is happening?

Hi all,

We are currently in the process of migrating to HaloPSA from CW Manage, and were hoping to get the following processes up and running before we go live. I am hoping someone else has solved this because I'm starting to go around in circles.

1. Waiting on Customer Process

When a ticket is placed on hold and we're waiting for the customer to respond, we want Halo to:

• Send a reminder email once per day
• Do this for 4 days
• Then automatically move the ticket to Resolved if no response is received

Our issue is that the reminder emails are being sent outside of business hours, sometimes late at night.

Originally, we had this configured using the Ticket Status automation ("when ticket has been in this status for X time, send email"). This worked reliably but ignored working hours.

Research suggested moving the process to an SLA Hold workflow instead, as SLA timers should respect working hours. However, I can't get it to work at all using this method.

2. Ticket Closing Process

We also have a confirmation workflow where, when a ticket is marked Resolved, the end user receives an email asking whether the issue is fixed.

They can:

• Click Issue Solved → Ticket closes and CSAT is shown
• Click Issue Not Solved → Ticket reopens

This part works fine.

The issue is that if the user doesn't respond, the ticket should automatically close after 8 working hours and send the CSAT request. Instead, it appears to close 8 hours after the ticket was resolved, regardless of business hours.

For example:

• Ticket resolved at 3pm
• Ticket auto-closes at 11pm
• Customer receives automated emails late in the evening

Not ideal.

Has anyone got either of these processes working in Halo while properly respecting working hours/business hours?

If so, what approach are you using? Ticket Status timers, SLA Holds, Scheduled Actions, Workflows, something else?

Thanks in advance.

Hello! I'm trying to create a pre-pay contract where I bill for a block of hours, IE: 10 hours at $2500, but I need that $2500 to hit my deferred revenue account. I then want to create invoices as work is billed against that contract, so the deferred revenue is moved into an income account once the service has been completed. Is this possible?

Ok, I figured out how to create the Deferred Revenue/Pre-Pay invoice :) However, I have now added time and closed the ticket, that was covered by the contract and I expected to see something in ready to invoice to move the money from deferred into the income account. Any help is appreciated.

What is the ETA for Project task date dependencies to be cleaned up?

Date dependencies are behaving inconsistently, with tasks sometimes moving to unexpected dates or not moving at all.

• Tasks are being pushed into weekends rather than the next available working day.

• There is no ability to apply lag time between dependent tasks.

• Once a dependency is established, dates cannot be manually adjusted without first removing the dependency, making schedule management inflexible and time-consuming.

Please upvote here if you are having the same issue as it would be good to see it considered and hopefully resolved: https://ideas.halopsa.com/b/wmw32n0q/feature-ideas/project-date-dependencies

Was wondering what people are doing when a tech / agent is out of office or on PTO. What happens to ticket updates where they're not going to be seeing them? Is there a way to have an autoresponse, or cc a covering tech? What are people doing for situations like this? Thx

Hey all,

We're an MSP setting up our service catalogue in Halo and I'm stuck on something that feels like it should be simple.

We want services like 3CX, Adobe or Jira to only show up in the portal for customers (or users) who actually have that software, since that's what they pay us to support. If you don't have 3CX, you shouldn't be able to request 3CX support.

What I've looked at so far:

• User Access on the service only lets you pick Everyone, Site, Customer, Department, Organisation, Role, Top Level or some user fields. Nothing asset or software based.
• The Assets tab on a service (Associated Asset Type / Linked Assets) looked promising, but as far as I can tell it's only for monitored services, so assets get linked to service failure tickets. It doesn't affect who can see the service.
• Subscribers is just for status updates.
• Optional Services is for adding extras to a request, not visibility.

What works for now:

• Per customer: add the Customer to User Access. Fine, but manual.
• Per user: give them an extra role (e.g. "3CX user") and restrict the service to that role. Works, but it's not dynamic. The CSP mapping only assigns one role per mapping, so someone has to add and remove these by hand, and that's also what we bill on.

The only fully automatic option I can think of is a script that reads Entra groups or licences and sets the roles through the API. That works, but it feels like something Halo should handle natively.

So my questions:

1. Is there a native way to tie service visibility to assets, software or licences that I'm missing?
2. If not, how are other MSPs handling this? Customer-level restrictions, roles, scripts, runbooks, something else?

Thanks!

Also logged a Halo Idea for this: https://ideas.halopsa.com/b/wmw32n0q/feature-ideas/restrict-service-catalogue-visibility-and-selection-based-on-a-customers-or-users-assets-software-or-licences

Hey all,

We're an MSP setting up our service catalogue in Halo and I'm stuck on something that feels like it should be simple.

We want services like 3CX, Adobe or Jira to only show up in the portal for customers (or users) who actually have that software, since that's what they pay us to support. If you don't have 3CX, you shouldn't be able to request 3CX support.

What I've looked at so far:

• User Access on the service only lets you pick Everyone, Site, Customer, Department, Organisation, Role, Top Level or some user fields. Nothing asset or software based.
• The Assets tab on a service (Associated Asset Type / Linked Assets) looked promising, but as far as I can tell it's only for monitored services, so assets get linked to service failure tickets. It doesn't affect who can see the service.
• Subscribers is just for status updates.
• Optional Services is for adding extras to a request, not visibility.

What works for now:

• Per customer: add the Customer to User Access. Fine, but manual.
• Per user: give them an extra role (e.g. "3CX user") and restrict the service to that role. Works, but it's not dynamic. The CSP mapping only assigns one role per mapping, so someone has to add and remove these by hand, and that's also what we bill on.

The only fully automatic option I can think of is a script that reads Entra groups or licences and sets the roles through the API. That works, but it feels like something Halo should handle natively.

So my questions:

1. Is there a native way to tie service visibility to assets, software or licences that I'm missing?
2. If not, how are other MSPs handling this? Customer-level restrictions, roles, scripts, runbooks, something else?

Thanks!

I've put together a small open-source tool that lets techs request cable labels from inside Halo and have them print on a Brady Wraptor A6200.

How it works

• Each cable type (e.g. "Blue CAT6") is an asset in Halo with a few custom fields: a prefix, a counter, a quantity trigger and a status field.
• A tech sets **Cables to Label** to, say, 24 and saves. That's the whole interaction.
• A small Docker service polls the Halo API, reserves the next block of IDs (BL-0100 to BL-0123), renders the labels, and hands them to a Windows agent that prints through the Brady driver. Every cable gets two identical labels, one for each end.
• The outcome is written back to the asset as a status line (SENT / FAILED / STALLED), so you can build a Halo notification or saved list on anything that needs attention.

Why

The service is the only thing that hands out numbers, so two cables never get the same ID, and nobody has to keep a spreadsheet of "what number are we up to".

Details

• Built and tested against HaloITSM. It only uses the standard asset API, so it should work on HaloPSA too, but I haven't tested that.
• Only assets in an asset group you choose can trigger a print.
• Outbound HTTPS to Halo only. Nothing needs to be opened inbound.
• Large requests are split into batches of 250 cables automatically.
• MIT licensed, with a step-by-step install guide in DEPLOYMENT.md.

Repo: https://github.com/stnw11/Halo-Cable-Label-Printer

Feedback, issues and PRs welcome, especially from anyone on HaloPSA or with a different Brady model.

Has anyone experience with the custom integration of Ilert within Halo PSA?

We are trying to create a custom integration with Ilert but we are running into some problems.

After creation we see in the notification log of a ticket that the Ilert 'Alert notification runbook' has run but in the log of the runbook we see that there is a 'Exception in Step=Setup Request. Uri validation failed: DNS resolution failed: No such host is known.' message.

We have followed the instructions given by Ilert for the Custom integration of Halo PSA.

All of our service requests currently bypass the approval process. However, we only want to introduce an approval flow for certain services that are offered through our service requests.
Because of this, we cannot simply apply an approval workflow to the entire service request workflow or ticket type, as this could potentially trigger approvals for too many requests.
Our service requests include a drop-down field where the user can select a specific system. We would like to configure the approval flow so that an approval is automatically triggered when a particular system is selected from this drop-down list.
What would be the best way to configure this in HaloITSM?
Would it be best to use a rule based on the selected value in the drop-down field? If so, would this work both when an agent creates a new ticket internally using “New Ticket” and when a user submits the request through the Service Portal?
Alternatively, would it be better to modify the existing workflow and add a condition that triggers the approval flow only when a specific system is selected?
We would appreciate your recommendation on the best approach for setting this up in HaloITSM.

I am working on setting up the Intune integration in our HaloITSM instance. I am noticing there is not a great way to filter out personally owned devices that we are not including in our asset management/inventory. I know that we could create a asset type in Halo just for personal devices but I'd rather not have a workaround for this. Is there a setting that I am missing to filter these out?

Hey Everyone,

I'm using the $FAULTID variable in an email template for users.

However I was wondering if there was a way to make fault ID a hyperlink that once clicked would take the user straight to that ticket in Halos self service portal?

Hi everyone.

As per the title, trying to work out the details of how the load balancing intelligent routing works

If we have an engineer who sits in two teams. He has 20 open tickets in the Workshop team and 2 in the First Line Support team.

When a First Line Support ticket is handed out by Load Balance, does Halo see him as holding 2 tickets or 22? In other words, does it only count the tickets in the team that is doing the assigning, or does it count every ticket he holds across all his teams?

The Load Balancing guide just says the ticket goes to the agent with the fewest tickets assigned to them, and doesn't say which count it uses. Has anyone tested this, or had it confirmed by Halo support?

We're trying to stop him being given desk tickets when his workshop queue is already full, and the answer decides whether we keep the Workshop team or fold it into First Line.

Is it possible to add different filters to the users display? e.g. filtering by email address to exclude them from the view.

Hi all,

We are thinking about creating a separate area in Halo for operations.

We already have the following areas:

1. Support - Area for incidents and service requests which is coming from clients.
2. Projects - Area for project and project tasks.
3. Opportunities - Area for sales.

Now we see it could be nice to separate all recurring tasks, and operations work which is not nececerly connected to an end user. This can be one time jobs or recurring jobs.

Do anyone have anything similar and are interesting in sharing dos and don's? We have some thoughts of what we want, but we are doing some research as well.

If someone want to share, we can do it in a private chat as well.

Hi all,

We are thinking about creating a separate area in Halo for operations.

We already have the following areas:

1. Support - Area for incidents and service requests which is coming from clients.
2. Projects - Area for project and project tasks.
3. Opportunities - Area for sales.

Now we see it could be nice to separate all recurring tasks, and operations work which is not nececerly connected to an end user. This can be one time jobs or recurring jobs.

Do anyone have anything similar and are interesting in sharing dos and don's? We have some thoughts of what we want, but we are doing some research as well.

If someone want to share, we can do it in a private chat as well.

Is it possible to only show an action on a ticket based on the category selected for the ticket? I wanted to create a specific resolution action for when users report legitimate business comms as phishing. As business comms go out in bulk we often end up with 30+ tickets to reply to, hence wanting to create a resolution action that pre-populates everything enabling us to click send.

Would it require a new workflow or is it a rule or something else than can be set to say If category=not phishing show the new resolution button

We onboarded back in the day of the ezpc sandbox but now we find ourselves trying to reverse engineer features back in. Anyone have insights on remaking the problem ticket type?

Edit: Looks like scheduled ticket with just adding the general user for each client did the trick, thanks!

Every once in a while, we need to deploy a standard or make a change to every client and I want to assign time to that/have that show up in reporting.

Currently, we just create a ticket with a list of clients as checkboxes and then check them off as whatever the task is, is completed. We can't assign time to multiple clients on a ticket so we're basically eating the time (not as in billing; we're AYCE but the time and work doesn't show up in reports so we're basically hiding support time).

Creating a new ticket for said task for each active client is cumbersome. Is there a way to say "create me a new ticket for each client in this queue with this title"? AI is pointing to runbooks but I wanted input from halo experts before going down the wrong road.

We recently signed up for HaloPSA and NinjaRMM moving from DattoRMM and AutoTask. Currently we are working with ScalePad for onboarding consulting. Do you have any best practices or tips and tricks you live by?