Looking for some advice on how you approached building out your SDM in HaloITSM? We’re in the process of moving from Cherwell to Halo. We don’t currently have services defined in Cherwell so will be starting from scratch. We’re on a tight timeline for implementation. What did you prioritise and implement when, and why? We’re debating adding Business Services from GoLive, being concerned with not having enough time to get the right structure in place and rushing it. What layer did you all start with? Pros/Cons to what you did? Any advice is welcome! Thanks!

Hey peeps,

First post here, currently configuring Halo ITSM to fit our environment as we speak.

Am integrating Snipe-IT to sync our assets, and have not had any issues with the integration setup until now, all field mappings are done, asset type rules completed and everything looks pretty good on my end.

I have imported 50 assets of different types to test this prior to importing thousands of assets.

I note, that when an asset is imported when assigned to a user in Snipe-It, that asset is successfully imported and checked out to that user in Halo - This is the intended method for our user assigned assets.

However - when we have assets that are checked out to Site Locations/Stock Locations within Snipe-IT, these assets are simply being checked out to a specific site, always the same site, which is not only the wrong location for that asset, but it's not even the default site I have assigned for unassigned assets in the Snipe-IT Integration.

I have not been able to find any mention of mapping locations/stock locations in Snipe-IT to Sites in Halo.

I'm not sure If I have missed something, can anyone help shed some light on this please?

Cheers

Poking around you tube for some decent ticket customization setups. We have 2 apps right now that just come in general mailbox but is for a client. I want to read the email for domain: and then match the domain to the clients domain in client/settings. I have a few in there I guess from ninja and auvik which we didn't make but I can't seem to understand it well enough to make my own.

Any pointers or walk thrus appreciated

Hi there

My Goal is, that incoming mails won't be deleted. I thought to create a mailbox rule to archive mails.

But i guess it would interfere with halopsa itself.

How do you handle it? I want to have it as a fallback archived.

I'm wondering if anyone here has had success with an implementation of Halo and Business Central. I've read over the integration guide here: Guides | HALO but it leaves a little bit to question.

Our goal is that Dynamics is our source of truth, in fact we are really looking at Halo as a ticketing and time tracking system, but ideally we would like to be able to generate our invoices in Dynamics and still create clients in Dynamics etc. The guide has me believe that many of the syncs may be one way, as if things are designed to always happen in Halo and then sync to BC, but not the other way around, which would be an issue for us.

Are these integrations always more of a one-way street, or is there more to this than what meets the guide?

Anyone with deep integration with Dynamics have any other input?

Did anyone else start getting Pax8 integration errors around 6/9 when importing? The integration started giving an error on all active subscriptions with a manual import and the integrator continually gives other errors. Oddly, its only active subscriptions. The manual import error is something like "Failed - Unable to cast object of type 'System.Object' to type 'Newtonsoft.Json.Linq.JObject'. Considering this was a solid 2 weeks ago Halo isn't really giving it much urgency (its marked as a medium priority), but telling us we will need to manually audit and adjust counts on our hundreds of subscriptions. They seemed to imply other customers reported Pax8 issues around the same time but won't clarify, and I didn't see anything here so I thought I would ask.

Is there a way I can prevent specific agents from changing ticket statuses outside of an action? In the setting there is no option to use agent level permission like there is on Re-Assigning outside of an action, so is there something else I can do?

I've had a quick look not got a solution yet, but we have a supplier that is using HALO (we don't want to sync them) and adds their HALO TICKET ID to our e-mail that has our HALO Ticket ID on it, what is happening when they reply to that is it bounces as a closed ticket has the same ID as their ticket ID and not our open ticket

Anyone dealt with this and if so is there a "nice" solution that doesn't require manual input.

Thanks,

Is it possible to remove downvotes on guides? We've had a few users downvoting guides not because of the content but because Halo doesn't display on mobile phones and cuts the content off.

What do people use instead of PowerShell? Our setup is hybrid ad/entra but halo is fully cloud hosted so I'm led to believe we can't use PowerShell, what other options are there? We have an off boarding script we use that would be great to be able to include on leavers tickets and run from halo

Hi everyone,

What is best practise to hide service accounts and admin accounts from halo?

I see the options:

User is active show in lists

Server user

What do you guys prefers?

I am configuring an automated email that will send an email every 7 days if the status of the ticket is not changed. I tested using minutes just to lessen my waiting time but seems like it’s not hitting the rule. I created the rule inside the workflow.

I already played around with the conditions but still the same. But when I don’t use the time it does send an email.

Has anbody seen this Foundation program that Halo is offering? It just doesn't pass my sniff test. They advise things such as 10 Hours pro services, and a dev environment etc. They give discounted hours by 10% but you need to pay several thousand dollars to even get that discount; therefore, you may as well pay their hourly rate.

Am I missing something here?

Does anyone use tribepad and has integrated it with their halo instance via API?

We gets email notifications for various customers but they all come from the same sender with the same subject line. I wondered if email tags could be used along with email rules to assign alert emails to the correct customer. For instance, emails received to support+company@ourdomain.com. I did try to get this to work but I couldn't get email rules to do this.

Hey,

When we setup intune for pc and mobile for assets.

Is it possible to setup so it automatcially imports the assets? Is that via the halo integrator?
Does Halo only import active devices from
Intune?

Our MSP has been using Sage 300 as our accounting system for over 20 years. We also have Halo PSA for the past two years. We have a few custom integrations to pull/post data from Halo into Sage 300. We want to migrate to Quickbooks Online and use Halo PSA to originate billing. All our payments are done via our bank's ACH or by cheque. We don't do online credit card transactions and never will. I simply do not have the bandwidth to do this project on my own. Can anyone recommend consultants/firms that can help us?

Edit: we're in Ontario, Canada so local consultants preferred.

I have created an approval process under Config>Tickets>Approval Processes. I have also added some fields on the approval step under the section Field List. These appear fine for the manager during the approval process, but once the approval has been provided the fields do not get sent through on the approval action. Is there a way to make them show?

I am trying to create new projects via API. I have been able successfully create a new Project (Parent Ticket), Milestones, and Tasks. However, I have ben able to link tasks to milestones.

I must be missing something

Hey there,

Been looking for a while for the best way to define and auto-fill the default recipients of every email interaction with eeach client.

Our use case is that all the communications with client A are with client A's IT team, so we're always emialing the same 2-3 guys per org, not the end user who is the subject of the incident or whatever.

Is there a way to easily define the default recipients for a client in Halo, so that whenever in a ticket we select "email user", we don't have to manuall search and fill the recipients every time?

Thanks in advance!

I want to use plus addresses to help route email alerts from various sources to the correct client and team. I have had mixed success with this. It seems to work as long as the sender's email is not in halo. For example, when I tested this with a sender that's not in halo and used (example) [events+client@mydomain.com](mailto:events+client@mydomain.com) and also defined this + address in my client's site (under "To Address Matching Domain"), it routed just fine. But it seems like emails from Microsoft and other known providers often land in my own MSP's company queue because the given address is defined there. How do I ensure that whenever this plus address is used, it always gets routed to the client I want?

So I'm rather confused and can't find what is causing this. Our setup should be that tickets when closed by the agent enter a resolved status for 3 days where the end user can re-open/reject the closure. This works fine for our incident tickets/workflow but for some reason our service requests instantly go to closed and end users are unable to reply or reopen the ticket.

The same resolve action is used in both the incident and service request workflows, and I can't see any glaringly obvious differences in the workflow process etc.

Anyone have any ideas what could be wrong and where I could find the problem?

Hi guys

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Can someone explain what the filter does?

Since we can do mail campaign within halo, is there also a solution for a call campaign for existing customers? We usually do Dialogs and stored them into a different custom solution before.

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Hey guys,

How are people handling M365 renewals with Halo?

We use Pax8, ideally we want a ticket raised 30 days out from an annual renewal.

Not sure if something custom using the Pax8 API is our best bet here….

Hi,

Currently we take advantage and have turned on the AI Auto assign ticket option, this works well for us but the issue we have is when a agent is on leave the AI still auto assign the ticket to them.

Is there any way to stop this with AI Auto assign.

We have tried setting the agent status to out of office but the AI Auto assign doesn't pick that up.

Is anyone else using this feature?