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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.170.1

Unreleased

Released on Oct 31, 2024 · 116 updates

Added a Date of Birth field for Users

#751566

This shows in the User's details tab and can be hidden by customising a Screen Layout profile for Users.

Added a function to filter an array in Runbooks

#750599

This works similarly to the find functionality but instead outputs a filtered array instead of a single object.


To do this write filter: in front of a find command.


E.G

<<response[filter:id=123]>>

will filter the array "response" to only have objects where id is "123".


Similarly;

<<response[filter:id!=123]>>

can be used to filter the array "response" to only have objects where id is not "123".


You can also chain these together to filter on multiple conditions;


E.G

<<response[filter:id!=null][filter:active==true]>>

will filter the array "response" to have only objects where id is not null and active is true.


Comparisons to null can also now be used.


E.G

<<response[id==null]>>

<<response[id!=null]>>


Added a setting to override the organisation's reply address at customer level

#748638

Added a setting to Organisation settings to allow overriding of the Chat Profile for a Self Service Portal linked to an Organisation

#744986

Added custom layout profiles for Sites

#744742

Added logging to see when an Agent views a Client, Site or User record

#743940

This is logged to the ViewLog table respectively.

Added Access Control for Database Lookups

#743748

There is new permission on agents and roles to create database lookups

If you are granted access Control to Database Lookups, you can then go onto 'my config' and you will have Database Lookups as a module.


Opening the module will show you a list of the Database Lookups that you have access to.


Added a setting to the Cisco Meraki integration to not update the site of an asset if it already exists within Halo

#742025

Within the Cisco Meraki Integration configuration page, you can find this new setting under the Assets tab



Added the ability to set a default status for assets when consigning

#741136

This is found in the configuration of Items and Stock Control

Added the $ WAITTIME variable for Tickets and Live Chat

#740571

This variable can be used in Tickets, for example in an acknowledgement email and in Chat as part of a "Send a message" action. This variable will show an estimated wait time for a response/for an Agent to join a Chat based on the historical average for a set period.


Tickets

This is configured per Ticket Type, in the settings tab.

You can choose to show the wait time based on response or resolution times.

You can set the period used to calculate the average time.

A default can be configured to be used if no historical data is available for the period selected.

The output of the variable is in HH:mm format.


Chat

This can be configured per chat profile.

You can set the period used to calculate the average time.

A default can be configured to be used if no historical data is available for the period selected.

The output of the variable is in minutes, as a whole number. If the time is less than 1, '< 1' will be returned.


Added functionality for Tickets to be automatically locked when an Agent is performing an Action

#740553

A locked Ticket will not allow any other Agents to perform an Action on the Ticket until the Agent who started the Action, and locked the Ticket, has completed their action.


This is a global setting located in Ticket Settings, within the Ticket Details setting group. Collision detection must be enabled for this setting to be available.


Administrators can manually unlock a Ticket by going on to the Ticket and clicking the "Unlock" button in the top right ••• menu.


If the Agent does not complete their Action, the Ticket will be automatically unlocked.

Improved webhook log retention policy

#739146

If a WebhookEvent is linked to either a runbook or webhook, the log retention is determined by the configuration, all other webhook logs will be retained for 14 days

Added 'Failed - Don't retry' option to Runbook end steps and option to receive notifications when a Runbook fails

#738810

The option to receive notifications can be found under Integration Runbook details:


Added the ability to set the default dashboard per team to show on the home screen

#738426

Found under Team settings, you can now select the default dashboard to show per team


If the agent dashboard is set to use the global setting, but the team is set to a value, the team dashboard will be used.

For example:

And so the default dashboard for the team will be used which is the Service Desk Dashboard.





Added a new global chat setting that displays a close and minimise button in the chat bot header

#735502


When enabled, a '-'  button will display, allowing you to minimise the chat and the 'x' button will end the chat interaction.


Added user matching to the XSOAR integration

Also in 2.170.1 · 2.162.71

#734015

If the username field is set during the create ticket command, it will attempt to match to a user in Halo using the username, email, and network login fields. If no user is found, it will fall back to the default User.

Added Horizontal Bar Chart as a new chart type for reports/dashboards

#733932

Added a setting to allow searching for Suppliers to use a table view with the default Column Profile

#727739

This setting can be found in Suppliers > General Settings

Added option to add embedded XML Attachments to Invoice PDFs

#726789

You can now add embedded XML Attachments to Invoice PDFs. First, go to 'Invoice XMLs' in Configuration > Reporting > PDF Templates > Invoice XMLs. Once you've selected the 'Default Invoice XML Template', go to the XML Attachments tab and edit the attachment:



Here you can set the template's XML. The 'Core Template XML' displays the XML that will be generated. You can use the $-INVOICEXMLLINES variable to set the XML for each Invoice line in the 'Invoice Line XML' box. You can also use the $-TAXXMLDETAIL variable to set the XML for each Tax Code in the 'Tax Detail XML' box.


This template is based on the EN16931 specification's 'Basic' template. Please note that you may need to adjust this template to match your required specification.


Once the XML template has been set, you can add it to an Invoice template by selecting it on the 'XML Attachment Template' field:



The XML template will automatically be added as an embedded XML attachment to any PDFs generated using the Invoice template.


You can enable the following option in Configuration > Billing > General > Invoice Creation Settings to display a warning when there is a discrepancy between the Total tax ($-INVOICETAXTOTAL) or Revenue ($-INVOICESUBTOTAL) on the PDF and XML:


Note that only specific PDF readers can show attachments embedded in a PDF. For example, you can see them in Adobe, but you cannot in native readers in browsers.

Added Activity Feed to Top Levels

#722563

Added a setting to automatically open all team members' calendars by default when viewing an agent calendar by team.

#716948

You can find this setting within the Calendar and Appointment settings page.



So now when you open different teams in the calendar, all agents from that team will be selected 

Added the setting 'Days until welcome emails expire' to email settings

#707814

Added the custom field setting to simplify Rich text notes

#703853

When enabled, all items in the rich note menu bar are hidden except for the image upload button



Added User Role as an option for User List criteria

#691687

Added new 'Ticket Deleted' notifications and webhooks

#668434

Added the Summary field as a field that can be set from a Call Script

#643440

Added sequencing for stock locations

#641249

If a site is configured to be a stock location, a sequence number can be entered for where the stock location is shown in lists

Added the setting 'Use Opportunity/Ticket approval rather than simple approval for Purchase Order approvals' to Purchase Order configuration

#641245

Added custom column profiles for Purchase Orders

#639261

You can now configure column profiles for Purchase Orders by either using edit columns in the Purchase Order area or by using the button in Configuration > Purchase Orders.

Added an option to 'Send the Agent an email after a Quote is Rejected' in quotation configuration

#627136

Added Exchange Web Services via the API/Halo Integrator to the Exchange Calendars integration

#522875

Two new options have been added to the connection method options in the Exchange Calendars integration.



The previous options which used NHServer are no longer supported and will be phased out during the next stable release. The new connection methods are the same as the deprecated ones in terms of how the connection to Exchange is established. 


The functionality for the two new methods is now very similar to the Microsoft Graph API method. The notable changes are as follows:


  • Changes to appointments in Halo will be synced to Exchange immediately via the API. Changes to appointments in Exchange are imported via the Halo Integrator.
  • A redesign of the setup screen, including the option to manually import appointments and inbound/outbound logging.
  • Multi-technician appointments are no longer supported. Additional agents can be added to an appointment using the Other Attendees field on an appointment.

Customers using the Microsoft Graph API method do not need to make any changes to their configuration.

Fixed an error when importing Appointments

Also in 2.170.1 · 2.162.71

#754184

Fixed a visual issue with the Zabbix integration asset matching field

Also in 2.170.1 · 2.162.71

#753831

Fixed an issue displaying the correct error message

Also in 2.170.1 · 2.162.71

#753584

Fixed an issue with the permission to manually override billing time on actions

Also in 2.170.1 · 2.162.71

#753136

Fixed an issue with the notification for when a User uploads a Document on the Self Service Portal

#752932

Resolved actions with zero hours for charge, non-charge, and pre-pay from appearing in Ready For Invoicing

#752922

Fixed charge rates being applied to the action when using the Send button on quotes

Also in 2.170.1 · 2.162.71

#752914

Added custom fields per table option to help with performance of large custom field tables

#752852

Fixed an issue with integrator error logging for Microsoft CSP and Entra ID

Also in 2.170.1 · 2.162.71

#752651

Fixed an issue with customer/agent signature variable

#752560

Fixed an error when creating invoices with no lines

Also in 2.170.1 · 2.162.71

#752559

Fixed issue with status after approver update option under ticket types

#752553

Fixed an issue with Avalara and non-taxable halo items still getting Tax applied in some cases

#752452

Fixed a rare error when the incoming service attempts to create a new user

#752426

Resolved an issue with Username and User_ID failing to populate correctly for appointments that are linked to Tickets

Also in 2.170.1 · 2.162.71

#752410

Fixed a display issue with Services on the end-user portal when using dark mode

Also in 2.170.1 · 2.162.71

#752204

Fixed mandatory custom fields not being validated when creating invoices

#751901

Fixed an issue with some Meraki Webhooks assets failing to appear in the manual import screen in some cases

Also in 2.170.1 · 2.162.71

#751782

Fixed an issue with starting from the correct step when using 'Start a New Chat Flow' on a workflow step

Also in 2.170.1 · 2.162.71

#751652

Fixed the error message displayed when attempting to close a ticket at the default client/site

Also in 2.170.1 · 2.162.71

#751442

Fixed an issue with the application of charge rate start dates

Also in 2.170.1 · 2.162.71

#751219

Fixed the Ticket Statuses module not showing in configuration search results

Also in 2.170.1 · 2.162.71

#751196

Resolved an issue with using Teams Meeting appointments created from Halo whereby any updates made to the appointment would wipe out the Teams meeting information

Also in 2.170.1 · 2.162.71

#750837

Fixed a rare issue with money fields on the portal

Also in 2.170.1 · 2.162.71

#750753

Fixed an issue with custom iframe tabs using secure URL parameter

Also in 2.170.1 · 2.162.71

#750628

Fixed issues with dynamic field value visibility and dynamic field visibility

#750583

Fixed an issue with the order of syncing if applying a custom sort in the instances area

#750548

Minor language pack improvements

#750487

Fixed a minor visual bug in the chat tile view on tickets

#750380

Fixed an issue where open tickets against a user profile may show 0 open tickets despite having opening tickets

Also in 2.170.1 · 2.162.71

#749811

get ticket counts 

Fixed an issue where a ticket type's default quote pdf template would not be used

Also in 2.170.1 · 2.162.71

#749642

Fixed an issue where Product Group-level Accounts Codes and Tax Codes would take priority over Product-level Accounts Codes and Tax Codes

#749423

Fixed an issue with software release fields not updating when changing the product on the new ticket screen

#749371

Resolved an issue where shift start and end date were incorrectly used to populate the "hours logged" in a timesheet

#749360

Fixed a truncation error when processing incoming emails with many To addresses

#749311

Fixed an issue with automatically creating projects from sales orders when manually editing order status

Also in 2.170.1 · 2.162.71

#749235

Fixed an issue where the 'Active' column on recurring invoice lines incorrectly displayed 'Date not in range'

Also in 2.170.1 · 2.162.71

#749216

Fixed an issue with the SQL import integration removing software incorrectly

Also in 2.170.1 · 2.162.71

#748737

Fixed an issue where ticket types that are hidden from selection for agents would display their name as "Unknown" throughout the application

#748735

Fixed an issue where shift time fields couldn't be edited under certain conditions

#748685

Fixed an error when importing Ninja devices

#748607

Fixed an error when autogenerating references for customers with numbers in their name

#748593

Fixed issue where $-HMAC was not URL-encoded in custom iframe tabs

Also in 2.170.1 · 2.162.71

#748157

Fixed an issue where fields would autofocus when editing an asset

#747756

Fixed an issue with multicurrency

Also in 2.170.1 · 2.162.71

#747727

Fixed an issue with syncing updates from ServiceNow to update tickets in Halo

Also in 2.170.1 · 2.162.71

#747544

Fixed the "Invoice credited from" field showing the system ID rather than the ID per document type on Credit Notes

#747352

Fixed an issue with Sage Intacct multicurrency and rare line duplication issue when invoice approvals are enabled

#747141

Fixed a matching issue when the sender address is overridden

#747024

Fixed the setting "invoice tickets separately for this customer" not being applied

#747006

Fixed an issue with the Halo API Action 'Edit asset' not working correctly due to permissions applied incorrectly

Also in 2.170.1 · 2.162.71

#746988

Fixed an issue with logging anonymous tickets in rare situations

#746945

Fixed a minor issue with the $-variable list

#746916

Fixed an issue where database lookups would not work when using optional services on the self-service portal

Also in 2.170.1 · 2.162.71

#746350

Fixed an issue with the automation type for days after a certain date field

#746338

Fixed an issue where service users would appear within user lists on the self-service portal

#746143

Fixed an issue where creating a Purchase Order from a Sales Order and choosing "Deliver to us" would set the delivery address incorrectly in some situations

#746125

Fixed an issue loading knowledge base dropdown

#746091

Fixed an issue with supplier email search

#745364

Resolved an issue when using $ SALESDESCRIPTION and $ NAME on the same line of a PDF template causing duplicate data for Group/Bundles

#744936

Allowed agents to transfer stock away from non stock locations to resolve stock issues.

#744752

Fixed an issue with the Cisco Meraki integration device import through the integrator

Also in 2.170.1 · 2.162.71

#744431

Fixed an issue with loading opportunities on the client/site 'overview' tab

Also in 2.170.1 · 2.162.71

#744428

Fixed an issue processing signed attachments via the incoming service

Also in 2.170.1 · 2.162.71

#744218

Fixed an issue with the Google Workspace Device and Mobile sync

Also in 2.170.1 · 2.162.71

#743929

Fixed tracking issue with CSP import

Also in 2.170.1 · 2.162.91

#743799

Fixed a rare issue with emails sent from Apple Mail not displaying correctly on a ticket in some situations

Also in 2.170.1 · 2.162.71

#743493

Fixed an issue with extracting email from forwarded email under certain conditions

#742912

Fixed an error that could occur when trying to view periodic history

Also in 2.170.1 · 2.162.71

#741282

Fixed an issue with impersonating users when using a different self-service portal URL

Also in 2.170.1 · 2.162.71

#741074

Fixed an issue with adding new Recurring Products onto Recurring Invoices not correctly populating recurring price

#740631

Fixed an issue where agents and users with the same email address could both be added to the same change advice board/advisory group via EntraID user sync.

#738569

Fixed an issue with checkbox custom field syncing from salesforce to Halo wouldn't always update

#736655

Fixed N-Able N-Central inbound webhooks sometimes failing to reopen tickets

#735984

Fixed the secondary currency Price field not showing on recurring invoice lines when there is a linked contract

#734382

Fixed an issue with Product defaults not being applied to items imported via Etilize

#730183

Fixed an issue with auto expanding category options setting

Also in 2.170.1 · 2.162.71

#729167

Fixed an issue with custom fields not displaying a hint in ticket details

#725434

Fixed an issue with float custom field outcomes when a rule is matched

#720823

Added a warning when configuring a mailbox with an email address that matches an existing mailbox

#720153

Added webhook subscription renewal for Azure mailboxes to daily tasks

Also in 2.170.1 · 2.162.71

#715068

Resolved an issue with Time Entries failing to be marked as Ready For Processing when using Ticket Level rounding and automation to close the ticket

#682657

Allowed inline styles in action notes to display on Ticket details if rendering notes in an iframe

#676213

Fixed an issue with parent tickets closing when there are still children left to be created from the closure of a child ticket

#667815

Fixed "Unassigned" not being translated in ticket lists on the end-user portal

#455347