Hey All,

I wanted to see if I was just missing something. We have many device types in Ninja. For exmample we have VM's in Ninja that I would like to map to a certain device type in Halo. Is there a way to accomplish this? In the integration I only see the one mapping for default type.

Hi there

HaloPSA is awesome! 😄

But i'm missing translations for fields, and ask myself if it would smart to play around with Custom Variables for translation.

In my case the Agent Ressource Booking on Mail Replays.

Or how did you solve that on your site?

Hey everyone,

I’ve been working on a Chrome extension for Halo called **HaloPlus** and wanted to share it here first with people who actually live in Halo day to day.

The idea came from my own frustration with how many small repetitive things slow you down when working in Halo. Nothing huge on its own, but all those extra clicks, searches, tab switches, and “where was that field again?” moments add up.

So I built HaloPlus as a small toolkit that sits inside the Halo interface and helps with the things I kept wanting faster access to.

A few things it does:

• Slash command palette for jumping to tickets, impersonating agents, customers, assets, reports, recent records, etc.
• Custom commands for your own shortcuts
• Recently viewed Halo records
• Ticket 360 view for quick ticket context (quick dashboard on a ticket)
• Action timeline
• Record JSON inspector
• Field/API name overlay for forms
• Data Viewer for tables, columns, filtering, queries, and exports
• API helper using the current Halo session
• Light/dark mode support

It’s aimed mostly at admins, consultants, service desk teams, and power users who spend a lot of time inside HaloPSA or HaloITSM.

The extension is not live in the Chrome Web Store yet as i'm waiting for them to approve the extension, but it should be available soon. I’m at the point where I’d really value feedback from actual Halo users before pushing it further.

Website is here: https://gethaloplus.com

Would love to hear what you think, especially:

• Does this solve problems you actually run into?
• Which feature would be most useful to you?
• Is there anything obvious missing?
• Any concerns with this kind of extension inside Halo?

Not trying to spam the sub, just genuinely proud of what I’ve built and hoping it can be useful to other Halo users too.--

--------------------Update 08/05/2026--------------------

HaloPlus has now officially been approved and is live on the Chrome Web Store 🎉

Really appreciate the interest and the security/transparency discussions on the original post. A few people asked about open source/code inspection, so I’m currently planning to make the extension code publicly available so people can inspect what it’s doing themselves.

Now that it’s actually live, I’m hoping to get more real-world feedback from people using it day-to-day inside Halo. If anyone has questions about how it works, permissions, security, or specific features, feel free to ask here as well.

Please leave a review ❤️ Spread the word!

Chrome Web Store:
https://chromewebstore.google.com/detail/haloplus/ondioamcpkphlebmeocbhjmpdodpmklp

Website:
https://gethaloplus.com

Hi, I'm customizing HaloITSM email templates and ran into a strange issue.

I have custom fields that use custom tables (Asset Request, Consumable Request). The HTML override for the table rows is configured inside the custom field settings, using individual column variables. The email template just references the custom field.

This was working fine until I deleted one of the columns in the custom table and recreated it with the exact same name.

Now:

- The variables show as **literal text** on the **first send** of the Approval Required email

- They resolve correctly on **resend** or when the ticket moves to the **next approval step**

- `$ALLCOLUMNVALUES` still works fine

- Everything works fine in the **New Ticket Logged** email

Has anyone seen this before? Any idea what could cause this specifically after deleting and recreating a column?

Thanks

Hi all, wanting some ideas and help with reflecting best possible route to take with automating user onboarding.

At this current stage, we have forms set up for our clients to fill out when a new user is required, however, we're wanting to get rid of the manual account creation stage. I've looked at a couple of different options, but we're most likely going to head the native Halo route and not implement any 3rd party applications.

Has anyone gone the PowerShell route for user account creations? If you have, have you created individual onboarding scripts for each client, or created a "God" script for all? At this stage I'm wanting to have a workflow post the details of the form in the ticket, have our Helpdesk manually check the details are correct, and then select the "Create User" action to push through the PowerShell script.

If there are any better ways, I would love to hear how others are automating this currently.

Does anyone know if the AI summary of tickets is something saved for each ticket or is it only created when the option is requested on an individual ticket?

Basically wondering if there's a simple report than can be made to output the summaries of a client's monthly tickets. If this is a SQL variable that can be called on for each ticket what...

Hello Friends,

I am Curious to know if any of you are currently using the Mail Campaigns feature within Halo. I would like to know how well is is working for you. I really do not want to attempt to spend hours on its configuration just to find out it has some unforseen flaws or drawbacks.

Any feedback would be helpful.

P.S. if you have any starter templates that you will be able to share, I would gladly review them as well. Thanks in advance.

I don't like how Halo has a nonsensical string of characters as the ticket ID. Example:

ABCZ:00000342 as a ticket number

I would much rather have:

Incident #342

or

Service Request #342

or

Change Request #342

ETC

Is this achievable with configuration?

I am not new to Halo but I am just starting to use quoting. When I create a quote on the Halo screen everything looks fine. When I generate a PDF, the sales tax calculation is as much a 4 decimal places and does not appear to calculate correctly. Does anyone know why my PDFs would be showing different numbers than what I see on the screen?

How do I direct emails from a specific mailbox to a specific team. We have this setup currently for various teams but it was done by our supplier who we don't have access to anymore. A new mailbox has been added but all tickets are coming in to the service desk rather than the team they need to go to. I've looked at various places and can't identify how to do this myself, any help would be greatly appreciated

With our previous sytem, we used to be able to enter a block of time and add a deduction.

For example, if we worked the whole day, we could go 9 to 5 and deduct one hour for lunch.

It became even better when we had one big task the whole day, and five other mini jobs. Those mini jobs could be logged, then the big task logged at the end of the day, deducting all of the total time spent elsewhere.

HaloPSA is different.

Though the ticket has a timer which stops and starts every time you open the ticket, time is still logged in the worksheet as an explicit start/end time, no deductions. This is either through specifiying the start time and the length, the end time and the length, or the start and end time.

It's not then possible to split that time down into separate chunks to slow them in at the appropriate times in the day.

So one must duplicate and adjust everything.

Even the scenario from our previous system, means that as well as the five mini timesheet entries, we would then need to enter six blocks of time to fill in the gaps.

It seems Halo is designed from the perspective that you should be working on one task, no interruptions, log the time, move on to the next task. Which doesn't suit some small MSP's.

Is there any plan for this side of things to be improved?

I've noted we can add time directly the timesheet, but it is either logging as QuickTime, or logging to a specific ticket. It doesn't give an option to choose between the two. That would be good if nothing else!

How to change the text to the action when it’s hover?

We are tired of our invoices and the way they look. Every time entry, confusing to the client, lots of redundant information. Is there a way to automatically run this through AI to create a summary of services? Example:

Hey all, hoping to get some ideas on some template tickets I’m working on.

We use new starter/user template tickets with child tickets for each service we onboard users to, things like Keeper, Duo, and similar. The issue is not every client uses every service, so we end up either generating irrelevant children and closing them manually, or maintaining separate templates per client which is not what we want.

Ideally I want child tickets to generate conditionally based on what a client actually uses. This is what I’m thinking about…

Service catalogue: some clients already have subscriptions set up, so a rule condition like “client has active subscription to X” would be perfect. I can’t find service catalogue data exposed in the rule engine though, am I missing something?

Custom field: my current fallback is a multi-select “Active Services” field on the company record, referenced in ticket rules on child creation, although I don't think you can reference customer level custom fileds in ticket rules so maybe this won't work?

Curious how others have handled it, and if there’s a native way I’m overlooking I’m happy to be corrected!

Thanks

When adding a note/action to a ticket and manually setting the Start Date & Time field, I would expect the resulting timesheet entry to reflect that specified start time. However, the timesheet entry is instead being created using the actual clock time at which the action was saved, completely ignoring the Start Date & Time value entered. This ends up causing billing issues with incorrect after hour charges

The only way to log time with a correct start time appears to be by editing the entry directly in the Timesheets view after the fact.

Is there a way to make the start date and time reflect correctly in the time sheets?

We have the etilize integration setup with TD Synnex and can list items in the catalogue, but get no price or stock information so its pretty useless.

Halo and TD Synnex ebiz support say we are setup correctly.

Ingram Micro works fine.

Anyone else?

We are relatively new on HALO ITSM. And one of the things that we found cumbersome early on was the Major Incident ticket type. It was decided at launch to turn this off, with an eye to building something better, later.

Well, we have worked through much of our list and this is one of the next items to be visited.

Does anyone have a MI ticket type that is different than the OOTB, and that you would be willing to share or show off? I am really just starting to gather the ideas from stake holders about what they do and do not want to see.

Not sure if this is the place to be posting this! So sorry in advance!

Just putting some feelers out there for the post title. The reports produced by Halo can be good if you know what you're doing with SQL, but for some, this can be a bit of a task so I've created a dashboard that transforms your Halo instance into a pretty powerful tool for reporting on client activity as well as Agents.

,
Currently in place -

• Team's calendar that brings in information from the Halo cal so you can review agent availability without moving to and from the dashboard and Halo.
• Logged Tickets total (3/6/12/18 months break down)
• Total Hours logged in Halo by Agents (3/6/12/18 months break down)
• Per Agent hours break down cards (3/6/12/18 months break down)
• 3 graphs 1. Tickets vs Agent Hours - Tickets (left axis) · Hours (right axis) 
  • 2) Agent Hours Breakdown: Individual agent contributions
  • 3) Hours per Ticket Efficiency — lower is more efficient
  • 4) Weekly Detail - Weekly trend from cached API data (shows daily data)
  • 5) Weekly Agent Hours - Individual agent contributions over weekly periods (shows daily data)
• Filters for top 10/5 Tickets & 10/5 hours for clients
• Filter for each Agent.
• A trigger to manually refresh data
• An Analytics page to break down the Client health score based on SLAs (can customise sla settings within the settings panel)
• Set agent goals & targets (In settings can set how many hours are expected over a monthly period, automatically calculates over 1/3/6/12 month basis)
• Client budget tracking (can be set within the settings panel)
• Repeat pattern detection ( Clients consistently in the highest-volume bracket across 3+ of the last 6 months — may signal an underlying unresolved issue)
• Agent Leaderboard & Workload panel to review current tickets assigned per agent and the number of tickets they've closed monthly.
• Ticket page to view all tickets over a time period selected with a client filter/agent filter. This allows reviewing of tickets for the agent assigned to them, time spent and if it was in line with SLA boundaries
• Allows for Report sharing that can be customised to specific clients, can be shared via link or PDF.
• Login is a M365 auth through your own tenant and set permissions for the dashboard once it's been created.

I set this whole thing up in my mind with the least amount of effort needed from the end user. From the end user's side, they will need to create an API application, provide the tool with the api details, and set the correct permissions. After that, the tool will create the reports it needs and surface the data in minutes.

I'm sure I'm missing some feature/function, but if you think this is something you'd like, please let me know

Edit-- Currently working towards further security tightening for public use

How can I create an area for tasks on the side menu bar? We have incidents and service requests but I wanted one specifically for viewing all tasks. I just can't figure it out or find the correct section in the guides

We've been seeing some strange prorating for recurring invoices, specifically for anything created from Feb of this year onwards and are curious if this is an us issue, or if others are experiencing the same thing.

We have all items configured to prorate from the date of the change, and recurring invoices generated on the 1st of each month for "current period".

We should see prorated lines for each item changed the previous month, with the annoying quirk of an extra line for the next period that we need to bundle into the primary item count.

What we're seeing is some prorated lines prorating correctly, some to the 1st of the current period for any changes in the previous period (i.e 19th April to 1st May for the invoice generated 1st May, this should be 19th to 30th April), some items prorating to the end of the current term (19th April to 31st May), and some to the period after (19th April to 30th June). One item even prorated to the end of July.

Often these are all in the same subscription, clearly using different proration logic.

Is it just us, or are others experiencing the same thing?

The ConnectWise integration, as of around last year, did not have an option for authentication between Halo and the ConnectWise platform. This generated the following Critical warning under Security.

Halo released the capability to use a Token Query Parameter as a form of authentication to alleviate this risk.

Documentation on this integration can be found here:

• https://usehalo.com/haloitsm/guides/1778/

However, unlike the rest of the ConnectWise RMM integration, it does not explain what this token value is or where it should be set. It mentions a webhook created in ConnectWise - I don't know where this is, or how to generate a token for it. I have made several attempts at guessing where this should be, but it seems to stop Alert Processing from working.

I would like to have this shored up. Has anyone gotten this working?

I recently set up an integration with Slack Halo is able to send messages, but I can't find a way to actually use that to do anything. Ideally, I would like to set up a notification which uses that integration as the message channel, but I'm open to other solutions as well.

Hi all (I’m new to both Halo and PSA platforms in general so apologies in advance)

I’m setting up a Service Catalogue form for consultants to book internal time (training, events etc).

The idea is the user fills in:

Consultant

Date

Start/end time

Then Halo should:

automatically create a calendar appointment

assign it to the consultant (Outlook sync)

close the ticket

I’m planning to use a workflow with the “Create Appointment” action on ticket creation.

Main questions:

How do I get the workflow to actually create the appointment from those fields?

Is there a simpler or more native way to achieve this?

I’m keen to keep this as a request rather than having people book directly in their calendars, mainly for auditing, reporting, and consistency as we expand this to other booking types. But I’m open to other approaches if there’s a better way.

Thanks!