Is it possible to automatically add the users line manager as a follower to a specific ticket type? Is this something we would have to do with runbooks or is there another way to approach it?
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?
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.
Has anyone else come in today and found that tickets that were created yesterday evening and this morning have randomly assigned themselves as if round robin has been enabled? No config changes have been made but our tickets went to agents rather than our unassigned queue. Nothing on the audit log just the ticket creation
Does anyone use tribepad and has integrated it with their halo instance via API?
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?
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?
I've set up an approval process and on the process there are custom fields for the cost codes for the manager to complete. When they complete it the fields do not show on the ticket update that says it has been approved. How do I get these fields to show?
There's a setting to allow agents to react to ticket updates, but is it possible off the back of this to add a notification for this.
E.g. if I @ another agent and they like the action as acknowledgement rather than adding their own note is it possible to be notified of this?
So our users are very slow to pick up using the portal and they have a terrible habit of CCing in multiple people who then also all reply to the email, which in turn creates a new ticket with every response.
Is there anything we can implement settings wise to get these emails to match or is it just a user education issue?
Can someone explain to me what this setting is.
Under Config>Tickets>Areas if I open one of the ticket areas there's a Permissions tab which has Team Restrictions and Role Restrictions.
Is it that adding teams or roles restricts them from seeing it? If that's the case I think it would be helpful to just have a little text saying that 😊
Is it possible to make the comment box on the approval process mandatory? I see I can add my own fields to the process but there's a default comment box included and I can't seem to find a setting to make it a required field.
TIA
On our leaver form we have a search box to for managers to search the leavers name and then it auto populates the fields when the user is selected. First name, last name, and directorate. I've noticed for some reason the job title field doesn't auto populate and
I'm unsure why, mainly because I can't even find what causes these fields to auto populate. The search is done via SQL which I'm not familiar with so is this what causes the fields to populate or is it a setting somewhere else? I've gone through all the custom fields on the form but can't find anything (though I know how easy it can be to miss a tick box or something, but its kind of driving me mad not being able to work this out 😅
When our instance was built they added a custom field to our forms for looking up users. Unfortunately that shows every user in Halo which includes when people email in from their personal email addresses. Is it possible to alter this sql to only show accounts that have our orgs email? I have zero knowledge of SQL myself unfortunately.
This is the sql
SELECT
z.[id] as [id],
z.[Username] + z.[Login] + z.[Title] + z.[Other1] as [display]
From (
SELECT
uusername as [uname],
uid as [id],
CASE
WHEN uusername IS NULL THEN ''
ELSE uusername
END AS [Username],
CASE
WHEN uLogin IS NULL THEN ''
ELSE ' - ' + uLogin
END AS [Login],
CASE
WHEN UTitle IS NULL THEN ''
ELSE ' - ' + UTitle
END AS [Title],
CASE
WHEN uOther1 IS NULL THEN ''
ELSE ' - ' + uOther1
END AS [Other1]
FROM Users
Where UUsername != 'General User')z
WHERE z.[Username] IS NOT NULL $SEARCHSQL
Search SQL Script
and z.[Username] like '%'+$search+'%' OR z.[Login] like '%'+$search+'%' OR z.[Title] like '%'+$search+'%' OR z.[Other1] like '%'+$search+'%'
Then this is in the Search SQL script section
and z.[Username] like '%'+$search+'%' OR z.[Login] like '%'+$search+'%' OR z.[Title] like '%'+$search+'%' OR z.[Other1] like '%'+$search+'%'
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.
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?
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