r/halopsa

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.

Here is the situation I have, which does happen from time to time. I created a quote for a customer for two pieces of hardware - a monitor and a UPS. They accepted the quote, I created the sales order, and then the invoice, and then sent the invoice. They sent a check for the invoice. Now, before I ordered anything, they decided to go with a bigger monitor.

Should I:

A) Cancel everything and create a new quote/so/invoice, void the check and have them send a new one

B) Make a note in the invoice and sales order, and somehow update the sales order to reflect what they are actually buying, and create a new invoice for the price difference (I personally like this method, but I don't know best way to do it)

C) Make a note i the invoice and sales order, and create a new sales order and invoice for the difference and send that

Part of the reason I like option B is that I will be generating a purchase order linked to the sales order(s), and then receive the items. So, I'd like some kind of reflection of "this is what was originally ordered by the customer, that changed, here is what we actually ordered for them, now let's receive and bill for them"

There are times I make a personal choice to work on a ticket after-hours for any number of reasons, but may times in those instances I don't feel I should charge our overtime rate to the client for that time. They didn't ask me to work on it on a Saturday, it's not an emergency, etc. Maybe I just got behind because I was out a day earlier in the week and I want to get caught up before the next week starts. Is there a way, when I'm recording my time in the action, to designate that this action should be billed at the standard rate even though it was performed outside our normal work hours?

Hi guys,
we have new ticket notifications sent to all of our agents but is very massive, there is a way to send to a distribution list and not a single email to each agent
i didn’t found
Thx

Hello!

Anyone can think of a way that a specific ticket type to be available for specific user roles or company/site/user?

My goal is to avail some ticket types to specific roles (incidents no in the service catalog), as example, I don't want everyone with a ticketing system access to see/submit tickets to HR Team, only the management.

We are looking for a way to send out emails from a halo ticket (not mail distribution), but keen to not have them appear as auto generated email message. For the life of me I can't find a way to stop it from appending the ticket number to the subject. Anyone know if this is possible and how it can be done.

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?

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Our support team receives tickets and sometimes reassigns them to another team (e.g. Infra) for resolution. Once done, the ticket comes back to Support to close.

If Infra breaches the SLA during their ownership, the report still shows Support as responsible since they're the ones closing the ticket.

We have SLA warning notifications enabled but it's not preventing breaches from happening . How do you handle this?

Can someone please verify this process for giving an agent permission to consign items on a Sales Order but not edit them?

I don't have access to the Halo config menus and I am being told this can't be done, but search results tell me otherwise. Thanks!

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Hello,

Is it possible to disable our e-mail notifications? We want to disable when we migrate from old system to Halo, when creating the tickets we dont want to spam agents and users.

Trying to set up a way to send emails through Halo with a delay, either a fixed delay or a manually specified time when composing.
Basically want the “delay send” functionality you’d get in Outlook or Gmail, but from within Halo.
I asked Halo support and they said it’s not possible, but honestly that feels like something that should be achievable either natively or with some kind of workaround.
Has anyone actually set this up, or found a workaround that works reliably?
Any experience (successful or not) would be appreciated.

Hi guy!, so I stumbled into a weird situation that I’m wondering if anyone overcame and had some tips. I have a runbook that creates a ticked based on an incoming webhook. Now, getting the data from the webhook and creating a ticket works but I also wanted to execute a method that posts the ticket number so another system. I tried creating a standalone method to do this but for some reason I can’t see any of the runbook variables that I would need to populate that request with the ticket data in the method and wanted to know if anyone had any tips on doing this.