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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.166.1

Unreleased

Released on Oct 7, 2024 · 130 updates

★ Highlight

Added Contract Signing

#606709


https://halo.haloservicedesk.com/kb?id=2311

 

You can now allow customers to sign Contracts using the new $-CONTRACTAPPROVAL variable. Adding this variable to the 'Contract Email Subject' template will generate a secure link to the Contract, where it can be signed:

 

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You can add the $-CONTRACTAPPROVERNAME, $-CONTRACTAPPROVEREMAIL, and $-CONTRACTSIGNATURE variables to your Contract PDF to display the field values entered above. The Contract PDF will be regenerated after the Contract is signed.

 

You can also use the 'Enable secure Contract signing' option in Configuration > Contracts to only allow the Contract Contact of the Contract the ability to sign:

 

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Added the option to void invoices in QuickBooks Online when an invoice is voided in Halo

#734730

Added a setting to improve the sizing of charts in dashboard widgets

#727622

Enable "Auto-size the chart to fill the widget" in a report chart widget.


This will prevent the chart from maintaining its default aspect ratio, allowing it to fill the space more appropriately, especially for taller and thinner dashboard widgets.


Added a setting to Automatically redact card details from new Tickets and Actions

#724630

This setting is located in Users > General Settings under the Compliance setting group.


There are three options:

  1. Disabled (Existing behaviour)
  2. Redact and show last 4 digits
  3. Redact entire card number

This setting does not retroactively remove card numbers from from Tickets or Actions, only new Tickets and Actions.

Any system and custom field with a type of string will be checked.


This functionality uses the Luhn Check Algorithm to detect if numbers between 13 and 19 digits could be a card number. Exclusions have been made for numbers which start with a + (phone numbers), and numbers that are part of URLs.

Added the ability to restrict the End-Users dropdown in Ticket details to only show Users from the same Client

#724566

Allowed the use of additional uri parameters to filter reports on the report details screen

#722771

These should take the form of filterfield and filtervalue, filterfield2 and filtervalue2, filterfield3 and filtervalue3, etc.

Added a setting to the QuickBooks Online integration for "Remove unapplied payments from Halo" that will set the payment amount to 0 and remove the QuickBooks reference from the payment

#722767

Added a setting to treat emails with "precedence:bulk" as auto replies

#722678

This can be disabled using the setting "Treat emails with the "precedence:bulk" header as automatic replies" in email settings.

Added the ability to use the Seen By field as a ticket rule criteria

#720817

Added an Action level setting to prevent agents from being able to edit the action visibility for End-Users after the action has been submitted

#720811

Added the following fields to the Endpoint Central Integration: Device manufacturer, Device model, Warranty Expiry Date, Processor, Memory (RAM), Serial Number, Total Size, Free Space, Used Space.

#718193

Added the ability to expand all items in the item catalogue by default on the portal

#712424

Added "Choose from a list of approver users with a role at the ticket's client / site" as an option for approval processes

#711800

There are 2 new options on approval steps:


When selected, you can specify a User Role. When starting the approval process, you can select from all users with the role at the ticket's client or site.

Added $-PURCHASECURRENCYCOST, $-PURCHASECURRENCYCOSTTOTAL and $-PURCHASECURRENCYTOTALPROFIT for use on Sales Orders and Quotes

Also in 2.166.1 · 2.162.51

#711746

Added a global setting to bypass the service preview screen if the service has no description

#706843

Added priority mappings to the Jira integration

#706658

Added the asset tag field to the Jamf integration field mappings

#705877

Added setting "Don't allow new tickets via mail" per mailbox

#704101

This setting is located per mailbox under Miscellaneous Settings


This setting will prevent any new ticekts from being created from the mailbox provided that the email does not match any email rules





Added a global setting to disable the tracking of Software changes (Software Audit Level)

#699011

This can be found in Configuration -> Software Licencing

Added a new automation trigger type for days after a certain date field

#689596

This new automation type will trigger the automation from a specified number of days after/before a specified date field. The date field can be any system or custom date field.


Added the ability to define a last step for a workflow

#675050

When set, tickets will move to this step of the workflow on closure

Added Department and Organisation to User Access options on Reports

#670022

Added option to set a Global RPI Percent Increase that can override the Percent Increase on Recurring Invoice lines

#663916

The RPI percent increase can be set in Recurring Invoice settings here:



The RPI percent increase can be used to override the percent increase on individual Recurring Invoice lines here:





Added a setting 'Pause Ticket timers underneath other Ticket modal windows' to Time Management Configuration

#658536

When opening a ticket as a modal window from within another ticket, this will pause the timer on the original ticket, so the time is not counted twice.

Added options to copy Custom Field values to Parent Tickets

#644424

Added service availability tracking

#634641

To enable this functionality the setting "Track service availability to monitor performance" in Configuration > Services must be enabled.

This adds the option to enable availability tracking per service.


Service Configuration

Once the setting "" is enabled, you can configure various options for the tracking. A "Target Period" can be specified as weekly, monthly, quarterly, or yearly. The "Target Uptime %" allows you to a target for each period. The percentage is based on the number of downtime hours vs the working hours for the period, which are based on the "Working hours to check" against the service. you can also specify "Days after period end to calculate period availability" to delay the calculation slightly to allow records to be amended.


Ticket Configuration

There are several ways to mark a ticket as downtime. The "Is Downtime" field can be added to the field list at ticket type level, to manually update the field. It can also be defaulted at ticket type level.

Rules can be used to set "Is Downtime" as an outcome. Rules and notifications can also be triggered from the "Is Downtime".


Downtime

When the field is set and the primary service of the ticket is set to a service that tracks donwitme, a downtime record will be created, with the start date using the date occurred of the ticket, unless a start date is specified. If the ticket is no longer marked as downtime, or the service changes, the downtime record will be removed.


Once the ticket is closed, the downtime will be marked as ended and a record will be created for every working day between the start and end dates of the ticket, with the end date being the date cleared of the ticket, unless a target date is specified.

Completed downtime will be visible on a timeline in the "Downtime Timeline" tab of the service.


Service Availability

Each day a scan runs to check if a service availability record needs to be created. If the end of the period plus the days to delay have passed, a service availability record will be created for that period. This will have the start and end dates for the period, the total hours in the period, the total downtime hours, the percentage uptime, and whether or not the target was met.

The availability records can be viewed in the "Availability history" tab of the service.


If a new downtime record is added for this period after the calculation, the availability will be recalculated. 


https://halo.haloservicedesk.com/kb?id=2340 - Guide

Added Google Analytics tracking to the Self Service Portal

#601463

You can now setup link Google Analytics to the Self Service Portal. Copy the measurement ID of your Google Analytics property into the field below to link:



Added limited custom table mappings to dynamics 365 CRM

#563209

Added 'Collapsed by default' option to field groups

#550647

Added 'Pre-Pay threshold met' as a new event trigger

#531823

An accompanying 'Pre-Payused %' field will be visible to choose what minimum percentage the notification will trigger at. This will only trigger once when the 'pre-pay used' has been met or surpassed. Using the above configuration as an example and stating the used pre-pay is currently at 70%, an action causes the pre-pay to hit 78%, triggering the notification to fire. Doing another action after this will not cause the above notification to trigger again.



The event service must be enabled to use this functionality.

Added 'Check Ticket Details' Email rule

#513937


You can now create 'Check Ticket Details' email rules. To use this functionality, you will need to enable the following option in Configuration > Email



If an email is matched to the 'Check Ticket Details' email rule and also:

 

1. Matches to a ticket

2. The email address of the sender matches the email address of an end-user in the database, or it matches to an Agent that has a linked user

3. The matched user has access to the matched ticket

 

Halo will send a response email to the sender with the selected email template. Any ticket variables on the template will be populated with information from the matched ticket. Please note that the ticket must be accessible on the SSP if the email matches to an Agent.

 

image


You can allow agents to access all tickets using this feature regardless of their linked user access by enabling the permission below:



Added the ability to override the End User Portal title at Organisation level and Client level

#493857

Added the $-TOTALAMOUNTDUE variable to show the amount due across all of a Customer's invoices

#435052

Added the setting 'Self-Service portal description' at Service Category level

#339681

Fixed an issue with triggering multiple contract database lookups at the same time

Also in 2.166.1 · 2.162.51

#739170

Fixed several issues with Sharepoint webhooks

Also in 2.166.1 · 2.162.51

#739143

Fixed a rare issue with creating assets when consigning items

Also in 2.166.1 · 2.162.51

#738632

Fixed an issue with the colour of the service tiles in the self-service portal

Also in 2.166.1 · 2.162.51

#738631

Fixed an issue with updating tickets with a colour set

Also in 2.166.1 · 2.162.38

#738396

Minor performance improvement when clearing notifications

Also in 2.166.1 · 2.162.51

#738195

Fixed a rare issue where invoice creation period dates would not increment when generating a recurring invoice.

Also in 2.166.1 · 2.162.51

#738055

Resolved an issue with the date variable $ QUOTEAPPROVALDATE leaving behind {} characters when the Quote is not yet approved

Also in 2.166.1 · 2.162.51

#735862

Fixed an issue where the number of decimal places on orders would not apply on purchase order PDFs

#735231

Added a hint to SLA priority configuration

Also in 2.166.1 · 2.162.51

#735069

Fixed an issue with at most 50 top levels being returned on criteria forms

Also in 2.166.1 · 2.162.51

#735059

Fixed the default mailbox field at Client level remaining populated after the mailbox is deleted

Also in 2.166.1 · 2.162.51

#735024

Improved the performance of importing stock through XLS import

#734569

Fixed Entra license management roles not being updated when a role is renamed

Also in 2.166.1 · 2.162.51

#734192

Fixed an issue with connecting to the SharePoint integration

Also in 2.166.1 · 2.162.51

#733895

Fixed a rare issue where the 'My Lists' view would display incorrectly

Also in 2.166.1 · 2.162.51

#733796

Fixed an issue with loading a user's linked assets if they have the same name as another user

Also in 2.166.1 · 2.162.51

#732214

Fixed an issue where invoices may have no price when generated from Sales Orders created via the API

Also in 2.166.1 · 2.162.51

#732194

Fixed a tax display issue when specifically overriding tax on a sales order line to 'No tax'

Also in 2.166.1 · 2.162.51

#732170

Fixed an issue with the navigation bar on the portal

Also in 2.166.1 · 2.162.51

#731535

Improved error logging when generating Invoices from Recurring Invoices

Also in 2.166.1 · 2.162.51

#731212

Improved the performance when loading integration configuration and when running the Halo Integrator

#731134

Fixed an issue with bulk updating custom table rows changing multi-selects incorrectly

Also in 2.166.1 · 2.162.51

#731124

Added hint to the "Don't allow new Tickets via email" setting

Also in 2.166.1 · 2.162.51

#731088

Improved performance when running the PowerShell integration

Also in 2.166.1 · 2.162.51

#731012

Fixed issue with using API only agents under concurrent licence conditions.

Also in 2.166.1 · 2.162.51

#730651

Resolved an error given when deleting recurring invoices individually

Also in 2.166.1 · 2.162.51

#730620

Fixed an issue with the $-APPOINTMENTTECHNICIAN variable

Also in 2.166.1 · 2.162.51

#730598

Updated the hint label for generating a custom identifier in Autotask

Also in 2.166.1 · 2.162.51

#730516

Fixed an issue with sending ticket attachments on an action.

Also in 2.166.1 · 2.162.51

#730487

Resolved an issue with Contract Rule Outcomes button showing incorrect text

Also in 2.166.1 · 2.162.51

#730133

Resolved a rare issue with QBO AST only invoices

Also in 2.166.1 · 2.162.51

#730123

Resolved an issue with the setting for "Allow tickets to be closed at the Default Client/Site for new Tickets" that was stopping Tickets from being closed incorrectly.

Also in 2.166.1 · 2.162.51

#729493

Fixed an issue where not all lines would display when viewing sales orders in 'Requires Ordering'

Also in 2.166.1 · 2.162.51

#729391

Fixed an error when cloning services with a "Service Request Details" button configured

Also in 2.166.1 · 2.162.51

#729323

Fixed an error when submitting tickets with an Email CC List via the portal if "Change Email CC list to a dropdown" is enabled and Intellisense is disabled

Also in 2.166.1 · 2.162.51

#729319

Fixed an issue with clearing demo data

#728799

Fixed an issue with the FAQ list search filter

Also in 2.166.1 · 2.162.51

#728435

Fixed an issue with the User Activity tab

Also in 2.166.1 · 2.162.51

#728414

Resolved an incorrect error given when using the validate button for Splunk On Call when the API credentials are correctly entered.

Also in 2.166.1 · 2.162.51

#728373

Fixed invoice numbers sometimes not showing on the portal

Also in 2.166.1 · 2.162.51

#728340

Fixed incorrect client description when importing Ninja organisations through the UI

Also in 2.166.1 · 2.162.51

#728328

Fixed rules not matching asset fields for tickets created via N-Central webhooks

Also in 2.166.1 · 2.162.51

#728254

Fixed an issue where you could save a dynamic list single select field as a radio button.

Also in 2.166.1 · 2.162.51

#728233

Fixed a rare issue with adding teams in the "by team" tree view

Also in 2.166.1 · 2.162.51

#728040

Minor language pack improvement

Also in 2.166.1 · 2.162.51

#728014

Resolved an issue with the Feed entries showing as "unknown" for email activity that was sent by agent email addresses

Also in 2.166.1 · 2.162.51

#727740

Resolved an issue with the Start/End of time entires appearing in the future when using the setting "Date Done On New Action Screen Is The Start Date" and logging time with an action that has not had the Date Done field edited manually

#727358

Fixed an issue where Related Tickets that were Opportunites wouldn't display under the 'Related Tickets' tab of a Ticket/Project and vice versa

Also in 2.166.1 · 2.162.51

#727312

Fixed a minor issue adding ticket list colours to rules for the first time

Also in 2.166.1 · 2.162.51

#727152

Fixed an issue where 'OOH - Ticket Updated by User' notifications would not trigger

Also in 2.166.1 · 2.162.51

#727130

Fixed Jira Service Management mappings being cleared when validating credentials

Also in 2.166.1 · 2.162.51

#727127

Fixed an issue where recurring shifts could be added twice to timesheets

Also in 2.166.1 · 2.162.51

#727094

Updated Client allowed Ticket Types Language Pack

Also in 2.166.1 · 2.162.51

#727026

Fixed issue with mandatory signatures fields on User actions

#726867

Fixed an error when updating the Cost field on items while the Price field is empty

Also in 2.166.1 · 2.162.51

#726839

Fixed an issue where the 'Name' and 'Email Address' fields weren't mandatory on Quote Approvals

Also in 2.166.1 · 2.162.51

#726826

Fixed an issue where AI Feedback would run on tickets generated from negative feedback, causing a ticket loop

Also in 2.166.1 · 2.162.51

#726773

Fixed an issue with dynamic field visibility not working with multi select fields on asset fields

Also in 2.166.1 · 2.162.51

#726651

Fixed a rare issue with Charge Rates that use Agent Work Hours not correctly applying rate multipliers

Also in 2.166.1 · 2.162.51

#726623

Fixed an issue where the Call Script transcript would not correctly update the Call Notes

Also in 2.166.1 · 2.162.51

#726587

Fixed an issue with modify access restrictions on ticket custom tables

Also in 2.166.1 · 2.162.51

#726576

Fixed inefficient image loading where ever canned text is used that was degrading performance.

Also in 2.166.1 · 2.162.51

#726452

Fixed an issue where $-ORLOGO and $-ORNAME variables wouldn't populate on 2FA emails

Also in 2.166.1 · 2.162.51

#725807

Fixed an issue where Quotes could be approved without including at least one optional line from each mandatory group

Also in 2.166.1 · 2.162.51

#724679

Fixed an issue where multiple Tickets would be created when syncing to Jira Service Management

Also in 2.166.1 · 2.162.51

#724577

Fixed an issue with knowledge base articles not translating in the self service portal when a user isn't logged in

Also in 2.166.1 · 2.162.51

#724328

Fixed an issue with Azure Entra licences having matches from some users not intended

#722517

Note that once this is changed, the invalid links will need to be deleted manually.

Fixed a minor issue when deleting message groups

Also in 2.166.1 · 2.162.51

#722296

Fixed an issue with non-recurring group totals on quotes being incorrect in some cases

Also in 2.166.1 · 2.162.51

#722014

Fixed an issue with recalculating SLA targets after re-assigning tickets

Also in 2.166.1 · 2.162.51

#720915

Added a hint to the Ingram Micro Reseller integration page that the auto-order creation setting has been deprecated

Also in 2.166.1 · 2.162.51

#718999

Minor Improvements to the Twilio integration

#718273

Fixed an issue with the display of workflow stages when using certain sequences.

Also in 2.166.1 · 2.162.51

#718194

Fixed an issue with timesheets always showing in AM entries when 24 hour clock is not used

Also in 2.166.1 · 2.162.51

#717259

Fixed an issue with the warranty end mapping for the Halo Asset Discovery integration

Also in 2.166.1 · 2.162.51

#715699

Fixed an issue with $-variables not populating when adding notes to child tickets

Also in 2.166.1 · 2.162.51

#715469

Improved the performance of ticket-level rounding

#713723

Fixed an issue with bulk updating asset fields

Also in 2.166.1 · 2.162.51

#713114

Fixed an issue where the latest Azure sales mailbox email could process repeatedly on each Integrator scan.

Also in 2.166.1 · 2.162.51

#709089

Fixed an issue when editing ticket values in a list view

Also in 2.166.1 · 2.162.51

#707688

Fixed an issue with asset resource booking if only one site is available

Also in 2.166.1 · 2.162.51

#701597

Fixed a timezone issue when filtering dates

Also in 2.166.1 · 2.162.51

#698788

Fixed an issue with the problem resolution finder when raising an article draft

Also in 2.166.1 · 2.162.51

#692979

Fixed an issue with the walkthrough ticket logging functionality in the Teams end-user chatbot

Also in 2.166.1 · 2.162.51

#690558

Fixed display issue with role permissions showing the ID instead of the name for Client group override permission

Also in 2.166.1 · 2.162.51

#687253

Fixed a display issue with the user access and subscriber tables within services

Also in 2.166.1 · 2.162.51

#672999

Fixed an issue where Teams with a different "use" compared to the chosen Ticket Type could be selected on the New Ticket screen

Also in 2.166.1 · 2.162.51

#663242

Fixed an issue with setting client/site/user via a rule that is matched when completing an action

#645501

Resolved an error shown when importing Users from Azure/CSP integration and the tenant does not have the correct license to allow User sign-in data to be retrieved

#631931

Fixed the setting to mark unassigned closed tickets as read not always working for alerts

Also in 2.166.1 · 2.162.51

#624140

Fixed an issue with access control on templates

Also in 2.166.1 · 2.162.51

#612539

Fixed an issue with $-variables in Kanban views

Also in 2.166.1 · 2.162.51

#610899

Improved the display of the home screen search bar on the portal when using dark theme

Also in 2.166.1 · 2.162.51

#598416

Fixed a minor visual issue with custom tables

Also in 2.166.1 · 2.162.51

#510563

Fixed an issue with the default time zone for new sites not applying in some scenarios

Also in 2.166.1 · 2.162.51

#353713