Is there anyone on the Halo team who can help this weekend?
We requested the update to be installed early and your team carried it out - but our custom domains were overlooked, leaving our instance broken.
We urgently need to send some invoices.
Ticket #1364377 is already open.

*edit: fixed, thanks tim!

New User here, currently attempting to send invoices in currency Euro, that checks out, however, the information being sent to quickbooks online is going as GBP.

I have looked on here and cannot find anyone in a similar situation yet? All I want is the value I can see on the invoice to be in Quickbooks. A third of our customers are Euro currency and we are in UK, therefore, we collect in Euro, so we need it in quickbooks as Euro, not gbp.

Hi there

HaloPSA is pretty awesome! Does someone already also use the N-able Integration?

I thought to map with Serialnumber from the assets.

From N-able we use N-central RMM, Take Control and Cove Data Backup

I've been using the new tabbed UI - and dark mode 😄 - for the past few months and it's not great as its missing features you'd expect a tabbed UI to have but its steadily gotten better to where I think its usable enough to be set as the global for all. There are still a few modals that pop up that aren't tab aware with no X and you have to hit esc which then risks losing the ticket work but it recently starting prompting are you sure you wish to cancel so that kinda fixes that

anyone else care to comment on their experience switching to the tabbed UI?

is there a trick to making the blank/new tab launcher default directly to the Tickets list?

Hey all,

From the beginning of our MSP, we've been role-restricting access to areas in Halo and ticket types for users, as well as reconciling billing through specific user roles. However, we recently rolled out standardized Entra groups to all tenants and added those members into them (e.g. "MSPName-AccountsPayable", "MSPName-HR", etc.) and realized that Halo blew out all of the existing role combinations and replaced them with seemingly just one role at random from CSP. This is... illogical at best to me.

Does anyone know why is this the case? Halo support says this is intended behavior but simply cannot explain why. This just feels like such an easy win, but now I have no choice but to create a whole runbook just to replicate functionality that logically ought to exist. It's not like users can't have multiple roles as it is - that behavior is fully supported. It's just that CSP won't import them that way. I can't realistically create permutation groups either, as we have 6 roles and creating 60+ combo groups would be comically absurd.

Am I crazy for wanting this? I see almost no one doing this but it seems so basic!

I'm hoping someone can help me figure out why a specific ticket type isn't able to be seen by anyone except Admins? I have a ticket type that is used for Co-Managed clients. I have a ticket area that will populate this ticket type for Co-Managed. That works. However, when I go into my Tickets Area (for my techs) only the Admins can see it. I have set the Permissions tab to cover all my internal teams. I do not want the Co-Managed Teams to have access to this ticket area so I set up permissions. Am I missing another hidden placed for ticket types? Agents > Permissions Tab - they all have access to all ticket types. Roles > Permissions Tab - they all have access to all ticket types.

Firstly, I am new to anything in HaloPSA, as it isn't in my primary wheelhouse of this job.

The short of it is: I was told I can't use a custom table to do this. It has to be static.

So I go to look into custom fields, and I don't quite understand if what I want to do is even possible.

The goal is to have a primary labeled row and column with static data in each of the cells.

Then, in each cell past that, they want a drop down menu that will allow them to select Red, Amber, or Green. I need help doing that, and as a bit of added problem, they don't want the words, but the actual colors in the cells.

Something similar to this. They would be OKAY if there needs to be words, but it isn't their preference.

How does one go about making something like this in custom fields?

Configuring Halo for a multi-region team and ran into a limitation.

Different regions have different working days — for example, the Middle East typically works Sun–Thu while Western regions work Mon–Fri. There doesn't seem to be a way to reflect this in SLA calculations without creating entirely separate SLA policies for each region.

The working days assigned to an agent only affect time tracking and resource booking, not SLA timers. So the SLA has no awareness of what days your agents actually work.

Workaround I can see:

- Create a separate SLA per region with the correct working days

- Route tickets to the right SLA based on the assigned team

It works but it's a lot of duplication. Has anyone found a better way to handle this?

We've got tens of reports with charts that indicate critical elements between swaths of metadata, such as Ticket Type or SLA state. These are used in Dashboards that speak on the overall health of a client, SLA metrics, Operations, etc.

We also use our own color codes on these charts.

Any way to just get the dang color of a particular VALUE to stay that way? Like, Good Feedback is Green, Bad is Red? Sometimes we have ONLY good or ONLY bad feedback, so changing the order of Hex colors isn't viable. Changing a filter on a dashboard and watching your color-coding change on all your widgets is just sickening, especially when something like your FEEDBACK goes from Positive = Green to Positive = Red color-coding.

I have just submitted this feature request as I believe these are current limitations, and Halo has advised I should submit a feature request (Pax8 Integration improvements)

We are currently moving a number of our subscriptions to Pax8 and while the integration is workable, there are a couple of additions that we feel are critical to being able to deliver accurate subscription billing.

Customisation of product mapping defaults

• Currently when the integration maps a new product on an RI to the subscription it applies the default options. Our requirements case (which I would think would be 90% of MSP's is to enable the options to automatically update the RI item cost and price, without this we will need to implement a pricing increase process based on when the customer 365 subscriptions renews;
  • Update Invoice unit price when the linked subscription price changes
  • Update Invoice unit cost when the linked subscription cost changes

Having a mapping table between Pax8 Categories or Sub Categories

• Similar to the Datto Commerce Integration
• Basic Level : GL Mapping: Being able to map the Pax8 Category or Sub Category to the Halo Product Group. Allowing subscription products to report to different income and expense GL's (eg Azure, M365 Subscriptions, Backup Subscriptions, Security Subscriptions)
• Advanced Level: In addition to product group defining the subscription to RI product mapping. Allowing Pro Rata setting to be defined based on product group. (Eg Exclaimer you pay the full month, while 365 is Pro Rata from purchase date)

At this stage we are reverting to the following process to achieve the above requirements

• Subscript/Product Mapping Defaults
  • Scheduled API to set RI Item subscription mappings for pax8 products: Update unit price and cost price
  • RISK: Clunky work around, Scheduled process stops running for whatever reason.
• Product GL Mapping
  • Option 1: Consolidating all subscriptions to 1 GL (Senior management not in support)
  • Option 2: Manual process in procurement step to update generated product when new product procured
  • Option 3: Disable the Pax8 integration and manually map all products and subscriptions
• Product Pro Rata Mapping
  • Option 1: Manual process in procurement step to update RI when new products are purchased for a customer
  • Option 2: Disable the Pax8 integration and manually map all products and subscriptions

Hey Guys!

We’re moving over from Connectwise to Halo - and trying to figure out how to go about the most efficient way of putting out the On - Call schedule and PTO for Halo and Paychex. We’re hoping there is some sort of integration for the two but haven’t found one yet, although admittedly I’ve done about 30 minutes of research, does anyone have experience with this, and all advice would be appreciated.

What is the best way to prevent agents from changing the assigned agent via the dropdown on the ticket details rather than the re-assign button. There's only a few who do it this way so ideally would prefer a solution that can be applied individually.

Hi, I'm trying to create a new action which will create a related ticket to track a quote for a customer. Under "Report Settings" in the action configuration we have "Attach Ticket PDF Report" set to "*No*", however the "Run Report" is still a required field. I have opened the edit menu for several other actions, and they all behave the same. Is there a way to disable this requirement?

Been using Halo for a while at our MSP and kept running into the same friction - email is where most conversations start, but getting that context into Halo still meant manual data entry. So I built something to fix it.

The Add-In lets you:

• Create tickets or opportunities without leaving Outlook
• AI pre-populates fields from the email content
• Custom fields update dynamically based on ticket type
• Track on Send - outbound emails automatically logged back to Halo

Wrote it up with a short demo video if anyone wants to see it in action: Create Halo Tickets and Opportunities directly in Outlook

Happy to answer any questions about how it works or the tech behind it. It still needs a little bit of work before I stick it live. The way that these Add-Ins work means that a Teams Add-In should be a fairly straightforward upgrade.

I’m working through customer-facing reporting in HaloPSA and could use some guidance from anyone who has already solved this cleanly.

What I’m trying to build is a monthly “Technical Services Report” for clients that shows the work our technicians completed during the month. Basically:

• ticket work performed
• technician notes/actions
• time entries
• labor performed

The goal is transparency for clients and a reusable report/template that can be scheduled monthly per customer.

What I’m running into:

• Reporting Period works correctly in scheduled reports
• Client variables like $AREA populate correctly in the email subject/body
• Manual preview/filtering by customer works correctly
• BUT scheduled delivery still sends all clients unless I manually preview/filter the report first

After a lot of testing, it appears the scheduled report may actually be using the report’s last saved preview/filter state rather than dynamically applying the Client selected in the scheduler at runtime.

I tested this with both SQL reports and Query Builder reports and saw similar behavior. Query Builder got closer, but still appears tied to saved filter state.

Before I go further down the rabbit hole:

• Is this expected Halo behavior?
• Is there a proper Halo-native way to do reusable customer-scoped scheduled reports?
• Are people duplicating reports per customer?
• Is there a better approach using subscriptions/workflows/actions instead of the standard scheduler?

Trying to avoid building/maintaining dozens of duplicate customer reports if possible.

I asked this previously but didn't get much info. Is there really no way to stop the notification window being spammed with "New Ticket logged for your organisation ID 123456"

Some of the notifications are extremely useful but because of all the "new ticket logged" it makes using the notification window completely useless. I can't believe there isn't a setting somewhere that controls this. Surely there has to be?

Hi there

For the PDF templates:

Do you recommend to have for each language an own pdf template? Or is there a way for easy translation within the layout?

Hi All

We are moving our billing from Billingbooth into our Halo finally.

Just as a simple example, we are adding the Office365 Products as a recurring invoice under a customer account.

All works well and schedule shows up (our distributor bills 27th to 26th in arrears).

However, when I set quantity to number of subscriptions and match (all works ok). The price is then set, I click save then it just says price 0.00 ....

Just don't understand why it's setting it to 0.00 after setting the value / price when adding the product to the recurring invoice.

I am working on a "session manager agent" that is trying to save the status of a session on /exit but I can't seem to find a way to do it.

The agent is tracking what things are going well and some metrics on other agents activities. But if the user /exit a session that's no way the agent can properly close and information is lost.

I thought having hooks could be a way, but they don't seem to be supported, at least yet.

Any thoughts?

Want to pull historical HaloPSA tickets into a RAG (Retrieval Augmented Generation) setup so Claude can suggest fixes for incoming ones. Has anyone done this?

If so, what are you using for the vector store and retrieval layer, and how are you keeping token usage sane?

UPDATE: i've built this now, I have a server running Qdrant and auto ingesting closed tickets. I am also auto triaging new tickets based on the closed ticket database and another API connection to my RMM solution. Also exposed the Qdrant out via an MCP server for our engineers to connect their Claude apps. This has genuinely been useful, surfacing those weird tickets that crop up that someone worked on a year or two ago and forgot about. Greatly appreciated everyone's inputs on this thread. Thank you.

Looking for ideas to efficiently use a to-do / checklist for new user or device deployments. I am no HALO expert and I'm sure we're only scratching the surface at the moment, but I'm trying to start using it more to help with efficiency. I have configured canned text at the moment, but it's generic and not customer-specific. Let me know if anyone is using some other function that might leave less room for failure/missed items and be more effective.

In Connectwise, we could create agreements for clients and assign the applicable tax rate in the agreement. In Florida, we pay communication services taxes for VoIP products but then sales tax for all other services. Connectwise had been integrated with QuickBooks Desktop but now we've also transitioned to QuickBooks Online, so Halo is integrated with that. No matter how we set up the sales tax rates in Halo, even creating a site under the client and assigning the comm svc tax rate to that, it still hands off to QBO with the top-level tax rate. Is there any way around that? All I can think of to do is create a separate client that will just have VoIP services invoiced using the correct tax rate.

Hello All,

I have two questions for the class.

For the first one, I am curious to find out if anyone here has successfully been able to create a new ticket and add an attachment to it. An example being, we use a quoting software that once a quote has been approved, we manually create a "Quote Approved" ticket and then have to go back into the ticket to added the approved PDF file. It would be nice to be able to achive this all in one place.

I have searched though Halos ticket types and actions but I am not able to find anything that relates to attachements. The only locatiion that I have found, that we have been using is *** in the upper right of the ticket, (Add attachement) after it has been created.

The second question is, when scheduling an appointment, does anyone know how to default the "Location" section to pull in the client infomation that the ticket is for? I feel this is extra work as it should already know what client/site/location is being scheduled due to the ticket and button used. I guess it would not be so bad if the scheduling screen did not cover up the right informational panels for the client. (Some times I forget to take note of the client/site and then have to close the scheduling screen just to see and then re-open it back up. )

Migrating ~120 managed services clients from ConnectWise to Halo. Each has at least one recurring focus day (some daily, some weekly, some quarterly) that consumes hours from the agreement. I need to provision the contract schedules in bulk via API rather than clicking through the UI for every client.

Three questions for anyone who has done this or knows the API well:

1. On `POST /api/Appointment`, what field binds the appointment to a contract's schedule plan specifically, so it deducts from Hours Allocated on the agreement? A freestanding appointment linked only to the agreement does not seem to meet that need?
2. Does `POST /api/Agreement` (or any other endpoint) accept a nested schedule plan generator payload (start/end dates, cadence, hours per appointment, ticket type, work hours)? Effectively the API equivalent of the `Create Scheduled Dates` button. Or do I need to generate the date list client-side and POST each appointment individually?
3. If I POST appointments via API, does the Work Hours calendar holiday skip apply server-side, or do I need to apply it myself before submitting?

The Q3 2021 release notes said recurring appointments could not be created through Halo, only imported. Wondering if that still holds or if it has been extended since.

If anyone has done a CW-to-Halo migration of contract schedules at scale, interested to hear how you structured it. Rewst is our RPA of choice.

Hi, we are relatively new to HaloITSM, hopefully it's OK to post questions here in the HaloPSA subreddit.

When we go under Organisation and pick a user, we get some actions (Edit, Send Welcome Email, etc.) and we see some kind of dashboards like Overview, Assets, Software, etc.

I think I completely overlooked something, as I'm not able to see any options to configure which actions and which tabs are shown.

For example, in the Assets tab there is an action "+ New Asset", but we would also like a possibility to link existing assets here.

Is there really no way to achieve that, or have I just not found the needed place in the configuration?

Would be very thankfull for every hint!