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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.174.1

Unreleased

Released on Nov 14, 2024 · 158 updates

★ Highlight

Added the AuthRocket Integration

#685643

An AuthRocket integration is now available, allowing users to be created from AuthRocket using runbooks in Halo.


Once the integration is enabled, the runbooks will automatically be added. Alongside this a schedule will be made for the runbook.

Added the option to import warranty information for devices in the NinjaOne integration

#761106

Added an option to change the asset searching method

#757636

In Configuration > Asset Management > General Settings there is now a setting called "Asset Search Method".

This can either be set to the current functionality "Search for search term anywhere in fields", meaning it can find the search term as a substring anywhere in the fields being searched. Or it can be set to "Search for search term at the start of fields only", which will only find the search term if it matches the start of the field value.

The latter option is more performant when searching, but is slightly more limiting on the searching.

Added an integration with Hopewiser for Address Lookups

#755118

This integration allows you to search for valid addresses and populate address fields on User details and the New Ticket Address fields.


To enable the integration, enable the Hopewiser module, navigate to https://www.hopewiser.com/portal/administration/tokens and create a Token. Then enter the Token username and Password in the Hopewiser configuration page. You can then select the Master Address File you wish to use for address lookups.


This will automatically enable the address search option on User records when adding or editing an address.


To show the address search on New Tickets, you must change the following setting in User Settings:


Added the ability to select a filter profile for the On Hold ticket widget

#754734

Added a new Ticket general setting to display ticket actions that are hidden from End Users in a different colour

#754716

Added additional fields to the tickets query builder

#753440

The additional fields are the following:

  • The department for the ticket's team
  • The organisation for the ticket's team
  • The other (1-5) fields for the ticket's user

Added a global setting to prevent ticket list colours from being visible on the portal

#753415

Added end date and Time on OLA as columns to the ticket OLA table.

#749886

Added the ability to use canned text on article draft description, resolution, and notes fields

#745104

Added the ability to return assets to stock that are not currently linked to an item record

#741137

To enable this functionality, enable "Allow assets without stock records to be returned to stock" in Items and Stock Control. for this functionality to work correctly, each item should only be linked to one asset type. 

When returning the asset, it will automatically be linked to an item and a stock transfer record will be created. 

Added mappings to Re-Assign an Agents Tickets when the Agents status changes from a Shift or Appointment

#740560

This is configured in Tickets > General > Assignment of Tickets.


You may configure what Agent Status Changes trigger a Re-Assignment of Tickets.

For example, a Shift may set the Agent status to a "On Shift" status. You could then configure a Status change mapping from "On Shift" to another status to Re-Assign their Tickets. Unassigned, Round Robin and Load balance may be used, along with other Agents if required.

Added the ability to enable the agent idle timeout per license type

#740283

This can be configured within Advanced settings. You can now specify which license type the agent idle timeout period applies to. 

Added a default status of assets imported from Intune on the integrator which have previously been deleted

#739302

This is found under the imports tab of an Intune connection. The new setting is used when assets from Intune have previously been synced with Halo and were since deleted, meaning they have the status for assets that were deleted from Intune.

Added the option to change the tabs of some contract system fields using screen layout profiles

#739071

All fields that could already have their visibility changed, as well as the status, client, and contract reference fields, can now be moved to custom tabs. These fields will be displayed at the top of the custom tabs. 

Added ability to use iFrames in the chatbot https://halo.haloservicedesk.com/kb?id=2335

#737664

Added the ability to set an SLA at template level

#735482

Added the option to upload scheduled reports to SharePoint

#731057

This requires configuring the Sharepoint integration first. For more information on this, consult the guide here.

You must configure at least one folder mapping that allows document uploads.



Once this is done, you can configure the upload by adding a schedule in the scheduling tab of a report.

This now allows you to specify an export type of either "Email", the existing scheduled reports functionality, or "Upload to SharePoint".

With the latter selected you can pick one of your mappings as the upload destination for the reports. The reports can either be uploaded with the current date append to the file name to create a new file each time or replace the existing file.

Additionally, there is now an @lastrundate variable that can be used in reports. This can be used to filter the reports to just the data since the report last ran. The report will not be filtered during the first run.

Added the ability to add End-Users to Distributions Lists from their User profile

#726888

Added the ability to use the Dollar variable $-agentid in SQL single-select and multi-select fields

#725634

This is used in the same way as the existing dollar variables, in this case when you use $-agentid, this will populate the variable with the ID of the current agent.

For example with the below SQL muti-select field on a custom table

Will yield the below results since the current agent is Admin.


Added a setting for Halo Asset Discovery to change the status of a device in Halo if the device is no longer found

#719386

This setting is found within the Halo asset discovery Module 


When you run the Halo Asset Discovery sync with the integrator, the device will be marked inactive and its status will be updated as per the specified setting.


Example asset below:


Added the ability to send bulk emails using actions

#718995

This change introduces 2 new action system uses:

Bulk email primary service subscribers

A bulk email will be queued for every subscriber of the ticket's primary service. 


Bulk email distribution list

This will email all members of a distribution list. A default list can be specified for the action, and the Distribution List field can be added to the action to allow this to be overridden.


These are separate from the normal email functionality, so are not affected by the "Send an email" action setting. They will use the template specified for the action.

Added the ability to stop closure of tickets if a linked asset has a certain value in an asset custom field or asset field

#717319

This functionality can be enabled in asset management > general settings. Once enabled, single select asset field and asset custom field values can be configured to prevent ticket closure if selected

Added a new setting to backend service monitoring: "Minimum severity level for error notifications"

#712629

This is the minimum severity level used when an agent has error notifications enabled in their Preferences tab.


Severity levels 1 and 2 include major issues with processing emails.

Set to 3 to receive notifications when a large number of notifications, system automations, or scheduled occurrences (such as Automated/Scheduled tickets) fail to process.

Set to 4 to receive notifications when any number of these fail, or a large number of custom automations fail.

Set to 5 to receive notifications for all issues with backend services.

Added a Nurture Campaign type to the Mail Campaign module

#707044

This Campaign type will allow you to drip feed emails to Contacts in an ongoing Campaign.

This means that if a new Contact is added to the Recipient Distribution List, they will begin to receive the emails queued in that campaign. This is staggered based on when the User is added to the Distribution List.


An example would be that you create a Campaign with 3 Emails, set to send 1 day apart from each other.

User 1 is part of the Recipient Distribution List, User 2 is not. When the Campaign starts, User 1 would receive the Emails 1 day apart, from when the Campaign started.

User 2 is added two days after the Campaign starts. User 2 would receive all 3 emails, 1 day apart from the time they were added to the Distribution list.


Please note this currently only works for static Distribution lists, not Dynamic Distribution lists.


A table has been added to Distribution List details to show which Mail Campaigns are using this Distribution List.


https://halo.haloservicedesk.com/article?id=2242&text=mail%20campai&entity=articles

Added the option to configure workday breaks

#702539

When configuring workdays you can now add breaks. These can be set to apply for all days of the week or only specific ones.

These breaks will be counted as non-working hours, meaning they will:

  • Trigger OOH responses and notifications
  • Not count towards SLA targets
  • Be excluded as slots when booking resources
  • Won't count as working hours for automatic status change, automatic SLA release, or anything else that triggers after a number of working hours have passed.

Added the action level setting 'Default Email To and Cc address editing' and the email setting 'Prevent editing of Email Recipients on Tickets'

#701252

Added the ability to run SQL queries as part of a runbook

#700068

When configuring a runbook step, you now have the option to use action type "Run a SQL query on the Halo database".

You can then create a SQL query, which can use runbook variables as part of the query. 

The output of this step will be an array of objects, where each object is a row from the query. 


For example:

If running the following query to get tickets created within the last day of the triggering ticket being logged:

select top 2 faultid, symptom, dateoccured from faults 
where dateoccured > DATEADD(day, -1, <<ticket^dateoccurred>>)


The output would look like this:

[

    {

        "faultid": "2775",

        "symptom": "Ticket 1",

        "dateoccured": "2024-09-04T16:58:46"

    },

    {

        "faultid": "2776",

        "symptom": "Ticket 2",

        "dateoccured": "2024-09-05T08:23:22"

    }

]

You can then use values from this output in subsequent steps of the runbook.


Additionally, Database Lookups have been renamed to Lookups, as they can now be used to lookup data from APIs in addition to databases. See release notes for version 2.154.1 for more details.

Added the ability to restrict editing of asset system fields

#693013

Per asset type, you can restrict which roles can edit specific system fields, like asset type, site, status, etc. If no restrictions are present for a field, then any agent can edit it.

Added Google Workspace as a system integration for Runbooks

#669396

Added multi-select filtering to Ticket Tables

#658538
  • Currently implemented for Team and Agent columns
  • Setting located in Configuration>Tickets>General Settings>Advanced

Added support for the split screen tile view to the self-service portal

#643820

This view can either be switched to manually or you can now specify the default view when configuring the self-service portal button.

When using the tile view, the list of tiles will be displayed on the left and the selected ticket will be displayed on the right, with tabs for the different ticket sections.

Added dropdown to filter Variables page by type

#544940

You can now filter variables by type:


Added a new setting to ticket configuration to allow re-assigning of an action outside of actions to be set per agent

#451542

Added the ability to confirm the receipt of a purchase order

#365224

When sending a PO to your supplier, you can now use the dollar variable $-LINKTOCONFIRMPURCHASEORDERRECEIPT.



This will generate a link that the supplier can click on in their email that will redirect you to the Halo portal to show details about the purchase order 


This will show that the order receipt has been confirmed by the supplier and when they confirmed it.

Fixed an error that can occur in a runbook with lots of loops

#764230

Fixed an issue with recurring invoice generation failing if particular settings are enabled

#764049

Fixed an issue with the embeddable ticket form configuration not working under certain conditions

Also in 2.174.1 · 2.162.81

#763971

Fixed an issue with the background not displaying in the portal when using dark mode

#763894

Improved the performance of searching Knowledge Base Articles in the Self-Service Portal

#763785

Fixed an issue where creating a new knowledge base article version would break some related articles

#763410

Fixed an issue with workflows not cloning all the details if any of the fields had translations

#763209

Fixed an issue with Microsoft Entra ID matching on the incorrect user when there are duplicates at different sites

#763044

Fixed an issue where using a visibility condition of type "not equal to" would hide fields from the all fields $ variables

#762941

Fixed an issue with importing Subscriptions via Giacom

Also in 2.174.1 · 2.162.81

#762905

Fixed an issue with the $ UNSUBSCRIBELINK variable not populating correctly

#762330

Fixed an issue with owner-level access control on scheduled tickets not letting you edit the access control

Also in 2.174.1 · 2.162.81

#762187

Fixed an issue with field values getting cleared incorrectly when using dynamic field value visibility

#762076

Fixed an issue with 'Limit access to News Articles by start and end date' for KBs

Also in 2.174.1 · 2.162.81

#762071

Fixed KB Article attachments not showing on the end-user portal

#762032

Fixed an issue with the PRTG webhooks

Also in 2.174.1 · 2.162.81

#762008

Fixed a minor display issue with category value messages

#761621

Fixed a UI issue with the Setup screen

#761492

Fixed stock buttons showing on items with "do not track stock" enabled

#761326

Fixed an issue with horizontal radio fields not displaying correctly when grouped together

Also in 2.174.1 · 2.162.81

#761276

Fixed an issue with the Periodic History Table

#761192

Fixed an issue with providing a custom validation reason

#761085

Resolved an issue with the default value for "Create a Agreement if none exist" incorrectly being set when creating a new Billing Template

Also in 2.174.1 · 2.162.81

#761055

Fixed an issue with websocket connection method for chats for user accounts linked to accounts in some scenarios

#760949

Fixed an issue with the Intune integration not ignoring assets that don't match any asset type mappings

Also in 2.174.1 · 2.162.81

#760756

Fixed an issue when printing ticket PDFs

#760708

Fixed an issue with stock buttons appearing on non-stock tracked items in some cases

Also in 2.174.1 · 2.162.81

#760452

Resolved an issue with the Sales Order status change failing to show in the Change History when the Status is changed by either a Consignment, Invoice or Contract creation

#760359

Fixed Shift Type not being set correctly when recurring shifts are created

Also in 2.174.1 · 2.162.81

#760303

Fixed a visual issue with the Customer Relationships field in Notification trigger conditions

#760269

Fixed an issue with using the query builder to query custom fields that are suing the new storage method

Also in 2.174.1 · 2.162.81

#760233

Fixed an issue with ordering by some columns in the Ready For Invoicing area

#759792

Fixed a rare issue with automatic invoicing thread overlaps

#759715

Fixed a visual issue with the Periodic History table

#759677

Increased the frequency in which Salesforce access tokens are refreshed

Also in 2.174.1 · 2.162.81

#759659

Fixed an issue with grouping asset fields

Also in 2.174.1 · 2.162.81

#759643

Fixed an error for some actions erroring when attempting to create without a charge rate in some cases

#759641

Fixed an issue with the navigation bar search for services in the self-service portal

Also in 2.174.1 · 2.162.81

#759635

Fixed various minor issues with Mail Campaigns

#759491

Fixed an issue with not being able to delete a Campaign if not an Admin.

Fixed an issue with the Start Campaign button showing as clickable even if you didn't have modify permissions.

Added a hint to the "Reply-to" address field to explain it can be typed into.

Fixed an issue where the campaign list wouldn't refresh after deleting or saving a new campaign.

Fixed an issue with the 'Open Tickets' widget on customer overview

Also in 2.174.1 · 2.162.81

#759372

Fixed an error getting assets from SnipeIT when there are no custom fields on the SnipeIT asset.

Also in 2.174.1 · 2.162.81

#759311

Resolved an issue with invoice group quantity on PDFs incorrectly showing

Also in 2.174.1 · 2.162.81

#759252

Fixed the $-site variable on invoice lines not using the correct site set on the invoice

#759127

Fixed non-administrators being unable to delete Clients despite having delete permissions

Also in 2.174.1 · 2.162.81

#759068

Minor language pack improvement

#758906

Fixed an issue with the display value for SQL select custom fields in custom table rows not updating correctly

Also in 2.174.1 · 2.162.81

#758868

Fixed an issue with Device 42 asset mappings import

Also in 2.174.1 · 2.162.81

#758860

Fixed an issue with Hubspot field mappings not saving

#758834

Fixed a minor visual issue on the portal

#758758

Improved the loading of approval process rules

Also in 2.174.1 · 2.162.81

#758580

Fixed an issue where the ticket charge rate field would not apply on quick closing new tickets

Also in 2.174.1 · 2.162.81

#758574

Fixed an issue with overriding field name at ticket type level

#758436

Fixed an API error when saving actions

#758194

Removed credit notes from syncing to Avalara

Also in 2.174.1 · 2.162.81

#757995

Fixed a rare issue with Scheduled Reports

Also in 2.174.1 · 2.162.81

#757987

Fixed a minor issue with approval delegation

Also in 2.174.1 · 2.162.81

#757820

Fixed an issue with Jira Priority mappings

#757771

Fixed an issue with the comments field for approvals

Also in 2.174.1 · 2.162.81

#757713

Fixed an issue with action level default fields populating in the audit table when not on the action

#757703

Fixed a rare issue with Datto Webhooks

#757630

Fixed an issue with Datto Webhooks

Also in 2.174.1 · 2.162.81

#757628

Updated a Datadog integration configuration screen label

#757581

Fixed an issue with Target Hours on Timesheets involving All-day Holiday

#757451

Fixed an issue with adding All agents to a Subscription in the Exchange Calendar Integration

#757213

Fixed an issue with the status after approver update setting

#757183

Resolved an issue with certain ALSO licenses showing a 0 quantity when they are a migrated license

Also in 2.174.1 · 2.162.81

#757103

Improved email truncation for Gmail/IMAP mailboxes

#757102

Fixed an issue with ingesting integration webhooks

Also in 2.174.1 · 2.162.81

#757078

Resolved an issue with the Description and Notes taking the same Long description value from the invoice line

#757065

Fixed an issue with single select custom fields that only load the top 100 results not saving

Also in 2.174.1 · 2.162.81

#756948

Fixed an issue where some appointment information such as the related Ticket would be lost during imports when using the override organizer functionality in Exchange Calendars

#756937

Fixed an issue with using client-side attachment uploads with the attachment table view

#756577

Fixed an issue with ticket type's default appointment types not applying

#756458

Fixed an error when loading tickets with no client against them

Also in 2.174.1 · 2.162.81

#756441

Resolved an issue with updates to Site causing Customer records to be updated/creating in account software integrations when the Customer is set to not sync to account software

Also in 2.174.1 · 2.162.81

#756354

Fixed an issue with tracking with appointments

#756351

Fixed slow loading of customer view lists

#756276

Fixed an issue with Re-assign Events not queueing in rare situations

#756257

Fixed an issue with not being able to add value mappings to event rule variables

#756234

Fixed an issue with custom field values when using 'Include Children' at column profile level

Also in 2.174.1 · 2.162.81

#755985

Fixed issues with translations when adding and then removing the translated string

Also in 2.174.1 · 2.162.81

#755769

Fixed issues with users not matching to their assets during the Microsoft Entra ID integrator sync

Also in 2.174.1 · 2.162.81

#755209

Fixed an issue with using $ Variables for custom fields using the new storage method

Also in 2.174.1 · 2.162.81

#755197

Fixed a rare issue with user matching based on a Ninja custom field

Also in 2.174.1 · 2.162.81

#755194

Fixed an issue where if a ticket's asset has a supplier and you log a ticket to a supplier, the supplier chosen in the action would not override the asset's supplier

#755123

Fixed an issue with "Show all Teams in this Department in the Team Tree" not always applying if multiple roles give membership to the department

Also in 2.174.1 · 2.162.81

#755023

Fixed a rare issue with saving scheduled tickets using the new custom field storage method

Also in 2.174.1 · 2.162.81

#755014

Fixed an issue with email threading following an undeliverable email

#754889

Fixed an issue where Users with Read-Only permissions for Reports couldn't sort columns

#754868

Fixed an issue with dynamic field value visibility with 'related services'

#754830

Fixed an issue with projects money budget field on actions

Also in 2.174.1 · 2.162.81

#754554

Fixed an issue with the send option on KB articles when viewing tickets

Also in 2.174.1 · 2.162.81

#754419

Fixed an issue with config change tracking when importing from Entra ID

Also in 2.174.1 · 2.162.81

#754375

Minor language pack improvement

#754209

Fixed a minor UI issue with permissions modal screens

Also in 2.174.1 · 2.162.81

#753943

Resolved an issue with billing items issued for tickets invoiced to a different client

Also in 2.174.1 · 2.162.81

#753815

Fixed an issue with dynamic custom single select fields being used as variables

#753813

Fixed an issue with approvals not being automatically approved

#753727

Fixed a minor UI issue with Dynamic field value visibility

#753465

Fixed an issue with admins not being able to edit message groups

Also in 2.174.1 · 2.162.81

#753454

Fixed an issue with the settings Invoice Due Date and Due Date Type at Client-level

#753020

Fixed a visual issue where tickets would appear at the first workflow stage instead of the end stage

Also in 2.174.1 · 2.162.81

#752418

Added a setting to allow prepay amounts to be added to the Price field on invoice lines instead of the Quantity field.

#752296

Fixed an issue where deleting items from a Sales Mailbox would crash the page

Also in 2.174.1 · 2.162.81

#752203

Fixed an issue with agent asset permissions

Also in 2.174.1 · 2.162.81

#750010

Fixed a minor issue with listing invoices via the API

Also in 2.174.1 · 2.162.81

#749608

Fixed a tax issue with adding product bundles to invoices when client tax overrides are set

#748462

Minor improvement to the collision detection in the incoming service

Also in 2.174.1 · 2.162.81

#747520

Fixed an issue with Datto RMM user matching on last logged in user

Also in 2.174.1 · 2.162.81

#747303

Fixed an issue with article versioning

Also in 2.174.1 · 2.162.81

#745155

Fixed an issue with the integrator importing cancelled subscriptions from StreamOne Ion

Also in 2.174.1 · 2.162.81

#744836

Updated Agent Notifications Langpack

#742348

Fixed an issue when saving approval process rule names

Also in 2.174.1 · 2.162.81

#742053

Fixed an issue where some entities would not sync with third party integrations if the integration had been configured in a different language to the currently used language or the default language.

#734817

Fixed an issue with the 'Every two weeks' frequency setting on schedules.

Also in 2.174.1 · 2.162.81

#733441

Fixed an issue with high contrast mode on the self-service portal

Also in 2.174.1 · 2.162.81

#714920

Fixed an issue with site custom tables

Also in 2.174.1 · 2.162.81

#712654

Fixed Recurring Shifts generating regular appointments rather than Shifts

#708919

Resolved an error with the configuration setting for stopping editing of posted invoices after X days incorrectly allowing edits after X days

#694744

Fixed an issue with filtering ticket lists on workflow stages

#680070

Fixed an issue where Bundle View on Quotations would hide ungrouped items

#679955

Fixed an issue where agent holiday allowance could still be reduced when booked over a workday holiday

Also in 2.174.1 · 2.162.81

#664732

Added an extra check to ensure the Stripe button for "Take Auto Payment" cannot be double-clicked

#663815