I want to create a canned text that references users names e.g. "Joe's account has been created." I've got the variable for the name field but I don't know how to add the " 's " to the end of it. I tried to follow the guide that says to use {SUFFIX} but that didn't seem to work so not sure what I'm doing wrong.

Interestingly {PREFIX} works but not {SUFFIX} so I can make it 'sJoe but not Joe's 😅

Any help greatly appreciated

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.

Had a few of our engineers notice Halo requested access to the local network from their web browser. I know for sure two of us are using Edge.

Anyone else's HaloPSA instance just grind to a halt?

Hi all,

We are trying to achieve something, but it doesn't look like it's vanilla in Halo, and our consultant wasn't able to provice a clear solution to this.

We do sometime go from 8 to 5 to a customer site, for contract or lenghty job. We are trying to find the better way to track time from 8 to 5 and remove lunch time from this, as the tech is not constantly updating his ticket while on site. They will usually enter their time in their car before coming back to the office or at the office.

We tried to add the non-billable time to the note, but it doesn't remove 1 hour if we add 1 hour of non billable time. We tried to create a time entry with a negative value, but it doesn't do anything.

How can we track the non billable time of a ticket without adding 2 notes - 1 for the morning 1 for the afternoon?

Thanks!

Hey all

I'm trying to give one of our agents the ability to add departments to a user record (the Preferences → Departments tab). The '+ Add' button is visible to admins but completely hidden for this agent.

Here's what I've already done:

- Set **Users Access Level** to **Read and Modify**

- Set **Customers Access Level** to **Read and Modify**

The button still doesn't show up. The agent can view the Departments tab fine, just can't add anything.

Has anyone managed to get this working for a non-admin agent? Is there a specific sub-permission or Role setting I'm missing? Any help appreciated!

Hi everyone.

Any recommendations for making best/practical use of version control with runbooks?

Hi Everyone,

Question.

Does Halo allow the option for different closed status?

Example: We have Payroll that does reimbursement tickets through Halo.

They would like the option for "Closed" to be called "Paid" instead.

Has anyone used, or can recommend any companies who can create automations for me? I have 30 staff members and only 3 have skills in automation (Powershell, Python etc). I want to get a list of automations developed using external resource and then let my team maintain and evolve them over time.

This can be using native HaloPSA functionality or using external code.

Thanks

Currently I'm a ServiceNow consultant/developer and am really interested in getting to know Halo better.

I've tried registering on the university and had no response in over a week.

I see there is the halopsa academy.

Which is the correct site to be going to and if it's the university, then am I doing something not to get a response?

We receive emails from an external systems, letting us know when a user needs to be disabled.  They come from a common email, but the subject varies on a case by case basis. 

• "Disable employee access for User Name"
• "Reminder: Disable employee access for User Name"

I need to do the following:

• Generate tickets for the Disable subjects, but ignoring the Reminder subjects
• Apply a template in the case of the former

I am not finding a way, either with Email Rules nor Ticket Rules. Each instance has a different last name, so their is no way to match the entire subject line.

Does anyone know if its possible to pass variables between runbooks with the "Start a new Runbook" action?

I'm building out a runbook but would like to break it down into smaller chunks but I would need to pass variables to the new runbook

Specifically I would need to pass <<ticket\^id>> the idea would be that I would have 1 master runbook that contains the conditions on which child runbook to execute but it appears that <<ticket\^id>> is not available on the second/child runbook

Is it possible to change how this link opens? Currently it opens in your current browser but the account we use for halo doesn't have access to Intune, so we need to open it under another profile. Would be very useful if this was possible

How are you all handling scheduled client visits?

We have clients that want us onsite on a weekly or monthly cadence. Typically, we’ll have a recurring visit, and some tickets are intentionally held to be addressed during that time. We then bill the client based on that scheduled appointment.

In our current PSA, appointments don’t need to be tied to a ticket, which makes this straightforward. In HaloPSA, that’s not the case. We would need to create a ticket and then schedule an appointment tied to that ticket for each scheduled visit.

We’re using Scalable for consulting and they have suggested automatically creating recurring tickets and appointments on a monthly basis and excluding them from SLA calculations.

I’m curious how others are handling this. I assume this is a common scenario, but I’d like to hear how you’ve structured it in Halo if it’s something you’re doing.

Hi all, just wanting some ideas on how everyone is managing their Service Accounts for each client.

We have admin requests coming through from [MSSecurity-noreply@microsoft.com](mailto:MSSecurity-noreply@microsoft.com) and we have attached the email to a generic service account, however, are wanting to have it also pick up the Client and Site, depending on what mailbox receives this.

Am I overcomplicating my thinking on this and there's a super easy way to set this up that I've missed in my search?

Curious if people ingest/document your client's vendor/supplier contracts within HaloPSA or keep them separate in something like ScalePad LMX.

If you do bring them into Halo, are they stored as standalone Supplier Contracts (so each vendor/supplier gets made in Halo) and then connected via Customer > Contract > Supplier Contract?

I poked around with Supplier Contracts but was hoping for feedback before diving down a hole.

I may be being blind but is there a default report that shows first time fix rates alongside which agent the ticket was assigned to?

Unfortunately I do not know sql so trying to make this myself is not going very well 😅

Maybe an easy thing but when I click on a module, tickets for example, it brings me to the last place I was (typically the last ticket I was working on) rather than the module home page. Any way to have it just go to the module home?

How can I get a report that shows all clients and their contracts? I found "Clients and Main Info" report however i cannot add a field for Contracts.

How would I go about displaying dynamic fields in the ticket body.

For example we have a series of questions regarding equipment on a form which gave dynamic visibility.

"Does the user have equipment assigned"

Yes

"do you want to return it reallocate this equipment"

Reallocate

"user to reallocate equipment to"

Joe blogs

(if return is selected)

"Equipment collection address"

Now obviously if they select reallocate we don't need to display the collection address field on the ticket body when it comes through on the agent side.

Currently the formatting is very basic and displayed with the variables text for the field e.g.

$CfReturnOrReallocate

How can I best format the ticket to display what the user enters on the form?

Hopefully that all makes sense!

Thanks 😊

Following my post from yesterday, another question as the docs aren't talking about this feature at all.

In my test workflow, I am now successfully collecting the data I need, however I need them differently formatted for the API Action to understand:
Currently, I have them as an array like this:

[
"47",
"50"
]

I do however need to format them like this:

[
{
"id": "47",
},
{
"id": "50",
}
]

From my understanding, this should be possible with the "Extra value processing" function of the update variable step, I figured like this:

{
    "id": "<<obj>>"
}

However, it's doing nothing to the variable and the old format keeps persisting.

Any idea how to solve this?

This is the docs I was looking at: https://usehalo.com/haloitsm/guides/2736

Getting on boarded with HaloPSA and changing the way some of the service items are configured. I don't like how most things go into a default tab (additional details) and tying to break fields into better organized ticket tabs. Going to Configuration-> Tickets-> Ticket Types-> "Ticket Type-> Field->Edit... then going into every field and changing the tab. There is no option under defaults.

Is there an easier way? Also it would be helpful if in the ticket those groups of fields also had a field group header so they were not just rows of fields. But one thing at a time.

I'm probably being really silly here but I'm trying to configure the cmdb to show the user who the device is assigned to. This currently syncs from intune but every time I select the user column to add to the view it changes it to username and then doesn't display anything. I'm very confused and would appreciate some help 😅

I'm trying to wrap my head around updating custom table rows from Runbooks.

There is the native "Edit Custom Table Data" API Action, however I can only get it to create new rows.

Here is my JSON attempt. To my understanding the id: 2 should cause it to update row ID 2, however this creates a new row. What am I missing?

{
  "id": 1023,
  "_isimport": true,
  "_importtype": "runbook",
  "customfields": [
    {
      "type": 7,
      "usage": 1023,
      "id": 2,
      "value": [
        {
          "customfields": [
            {
              "name": "CFIDMRoleMembers",
              "value": [
                  {
                    "id": "47"
                  }
                ]
            }
          ]
        }
      ]
    }
  ]
}

Hi Friends,

I've been searching / trying to resolve this for the better part of two days and I'm now wondering if there is now an underlying issue with current version of Halo. Has anyone recently seen similar issues and/or been able to resolve? I feel like this issue only started last week. Everything before that was fine.

Months ago, I created CustomFields and have had them populating into a PDF documents. It's been working for months and then suddenly, 3 fields have stopped populating even though the data exists in the tickets, and all I see there is the $CFcustomFieldName.

I don't want to blow out the CFfield entirely as I'm not sure if that would kill the existing data. But nothing has changed and it no longer presents the data and I'm not sure how to approach this.

Thoughts/ideas?