u/ReceptionOld4182

Is there a way we can automatically add users personal email addresses to their accounts? Our accounts automatically sync from entra, but I couldn't locate a field in the integration for the Other Email address section that is available in entra. A lot of users will contact us from personal email addresses when unable to access their account so it would be really useful to be able to have this sync through an integration in some way.

I have created a new ticket area and a custom filter profile but in the settings it appears we are only allowed to use the default filter profiles? Is that correct?

https://preview.redd.it/ibbfkduiq5jh1.png?width=336&format=png&auto=webp&s=4657a9aa15893b55fdad0ac52c4ccf3c12829af5

Is there a list anywhere of the fields available in the entra integration and what they link to in Entra itself? There are a lot of fields listed that don't appear in entra when looking at a user account so its unclear to me where this information is pulled from. Equally there's things in entra for example "other emails" which we don't seem to be able to import to Halo.

Can anyone advise what would be the best way to create a filter profile that will show our new account request tickets in the "Open ticket(including SLA hold)" view but once they are triaged and put on hold they show in a separate view specifically for new account requests.

We've created a view for the new account requests as we were getting so many months in advance and it was clogging up the queue, (we didn't want to ask people to submit them later as we're lucky they submit them in advance at all 😅) but now they're on a separate view new tickets requests coming in are missing the first response SLA as people are forgetting to check.

We don't want to change the "Open ticket(including SLA hold)" as people use this as the default view across the platform, and we don't want to hide other tickets on hold just the account request ones.

I used to be able to add members from other teams to discuss tickets but now when I search their names they don't appear I can only see people in my direct team. Is there a way to change this?

When creating tickets on the agent side it only allows selecting of one team. I'm struggling to find the setting that enables the drop down to select other teams. Can someone point me in the right direction as I've searched various terms on the guides and within the settings but still unable to find it.

Thanks!

Is it possible to create notifications for when suppliers update tickets we have logged to them? I've been through every setting I can think of and can't find anything that would work without also having to build in a status change too.

I just wanted to check if I am interpreting this correctly as I can't see it in the guidance.

For the below option, if I select the all option does it mean that all updates to the ticket regardless of who the person is will generate a notification? If that's not the case what setting would I need to select for this?

Choose what Event will Trigger the Notification

Ticket Updated by User

- Assigned to Recipient

- Assigned to Recipients Teams

- Unassigned

- AIl

Does this setting work, does anything else need to be enabled for it?

I've turned it on and just trying to test it with some files which are the correct file type. The option to transcribe the message is there but it doesn't add a note or anything like that.

The audit log shows "attachment created" after I have right clicked and selected transcribe on the audio file but nothing appears in the ticket itself.

Would it be possible to match incoming tickets from users personal emails to their company account in halo if the personal email was recorded on the account? If so what is the best way to achieve it?

Is it possible to show the manager on the user details information to the right of the ticket? I've had a look at setting up a custom user details layout for the ticket type but I am unable to see manager in the list of options. Is it referenced by another name or is it just not an available option?

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?