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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.182.1

Unreleased

Released on Feb 4, 2025 · 124 updates

★ Highlight

Added the ability to create mailbox credentials per instance

#766537

A different set of email credentials can now be configured for one mailbox record so that the mailbox can be tested in a UAT instance. When a mailbox is processed, the credentials linked to the current instance will be used for both inbound and outbound emails.


Config change tracking is also now available for mailboxes and must be enabled to create credentials for non-production instances. This option, which is separate from the standard option, can be enabled on the Advanced Settings page.



Mailbox credentials for inbound and outbound are now configured in a separate area accessible from the mailbox configuration screen. 



When creating a new credential, you can specify the instance you would like the credential to be for. The rest of the inbound/outbound configuration options are the same as they were before on the old mailbox setup screen.


Once created, inbound and outbound test buttons will appear at the top of the screen. These can be used to ensure your configuration is correct.




By creating a set of credentials for both production and UAT, a mailbox can now be fully configured from within the UAT instance, tested, and then pushed across to the production instance where it will use the production credentials.


If using an Office 365 mailbox with the Authorization Code method, please be aware that the redirect URI has now changed. The next time you complete the authorization process, you will be required to register a new redirect URL in your Azure application.


If using a Google mailbox, it is now possible to use SMTP for outbound emails.


All backend services will be activated by default as part of this change. They can no longer be disabled.

Added additional configuration for Calculated Quantities on Recurring Invoices

#809937

A new setting can be found in Configuration>Billing>Recurring Invoices to determine how Minimum Quantity acts in Calculated Quantities:


You can now override the Chat Profile and Start Step for the Embedded chat when starting a Chat using the Chat Events API

#808449

Two new options have been added to allow you to control what Chat flow runs when starting embeddable chat conversations.


Using the "haloChat_inboundEvent_initialize" event of the Chat Widget Events API you can now specify overriding properties as an argument.


This can be used to alter the chat profile that is used at runtime or trigger a particular chat flow to begin based on criteria on your webpage. It can also be used to alter the styles and other behaviour at runtime.


E.g. using;


window.dispatchEvent(new CustomEvent("haloChat_inboundEvent_initialize", { detail: { configId: "123456", configKey: "abcdefg", colour: "red" } }));


will initialise the Halo Chat Widget with chat profile "123456" and override the colour of the widget to red.


If an existing chat is open and a different Chat flow is initialised the previous chat will be removed.



It is also now possible to alter the start step of the Chat Profile when starting a new chat using the haloChat_inboundEvent_openChatWindow event.


In order to do this, you must indicate that a step is safe to be used as a start step for the flow. This can be done on the Step config screen.



Then you can specify startStepOverride in the event arguments to start the chat at the step you require.


E.g. using;


window.dispatchEvent(new CustomEvent("haloChat_inboundEvent_openChatWindow", { detail: { id_token: idToken, retainPreviousChat: true, startStepOverride: 8 } }));


will start the flow at step 8.



For further information, documentation and an html page with examples can be found at https://halocrm.io/guides/article/?kbid=2294.

Added a global Ticket setting to make the email address field mandatory when entering details manually on the New Ticket screen

#806228

Minor improvements have been made to the Expenses functionality

#804344

1. An Agent permission exists under Permissions > Billing Permission > "Can Review Expenses" 

2. Agent name and Reviewed have been added to the Expense lists

3. The agent that reviewed an Expense is now stored and exposed in the API and can be seen on the Ticket Expense screen

4. "Agents that I manage" has been added as an additional Expense list in the Review Expenses area

Added the setting 'Enable AI insights' to the AI module

#803138

This setting will appear if 'Create Embedding Scores for Tickets' is disabled, allowing for AI insights to be used without using embedding scores

Added a new field to track who created an appointment

#803069

Added Team as a dynamic field visibility filter on Ticket Types

#801099

Added an 'End date' field to Indexing Tickets in the AI module

#801033

Added visibility restrictions for asset custom buttons

#796930

These can now be configured to only be visible to agents with a certain level of access control on the given asset and only if the asset has certain statuses

Added "conditions to evaluate when running" to Automations triggered by date fields

#794443

Added an option to specify the top-level domain for Azure B2C SSO

#793441

Added "is a Prospect" and "is an Account" to Automation criteria

#778291

Added the ability to set the creator of an article as the user who submitted the article draft

#772585

If a user creates an article draft ticket and the article is published, the user who created the ticket is now the article's creator.

Added AI Client Profiling analysis in which AI can analyse a customer's recent ticket information to formulate a summary of their recent experience.

#768381

For further information to the below, please read this article: AI Client Profiling


AI will analyse the most recently closed tickets for a customer and post a CRM note against the customer with the analysis. The prompt can be modified and tailored based on your organisation's priorities and what metrics are most important. The ticket information available to the AI is the following:


  • Ticket ID
  • Ticket Summary
  • Date Opened
  • Date Closed 
  • Resolution Target Met?
  • Agent Name
  • Feedback Score
  • Feedback Comment
  • AI Tonality

An example of the prompt can be seen below 


Added option to prevent Quotes/Sales Orders/Invoices from being created against stopped Clients

#766664

This option can be found in Users > General settings:


Added the ability to use a pipeline for config syncing between instances

#766577

It is now possible to restrict syncing between instances to a specific pipeline. Each instance in the pipeline can only sync changes from its source instance and this sync is only in one direction.


The pipeline can be sequential with only one child for each instance, allowing changes to be synced from each staging instance as they are tested, or an instance can have multiple children, allowing one instance to contain the main configuration and each child to have its own configuration on top of this.


To enable this functionality you must specify the source for each instance. to prevent any issues, it is recommended you ensure the instances are in sync before setting the sources. The process for this differs between hosted and on-premise customers.


Hosted

When viewing an instance, you can use the "Set Source Instance" button to select from your list of instances.


On-Premise

To set up multiple connected instances, please consult the following guide: https://haloitsm.com/guides/article/?kbid=2258

Within the list of linked instances, you need to also specify a "source_instance_id" for the instances. The starting instance, DEV in the below example, does not need a source ID.


"LinkedInstances": [
    {
        "envname": "Production",
        "hostname": "https://production-halo-url.com",
        "connectionstring": "Server=SQLSERVER;Database=ProdHaloDatabase;Trusted_Connection=True;MultipleActiveResultSets=true",
"source_instance_id": 2
    },
    {
        "envname": "UAT",
        "hostname": "https://uat-halo-url.com",
        "connectionstring": "Server=SQLSERVER;Database=UATHaloDatabase;Trusted_Connection=True;MultipleActiveResultSets=true",
"source_instance_id":3
    },
    {
        "envname": "DEV",
        "hostname": "https://dev-halo-url.com",
        "connectionstring": "Server=SQLSERVER;Database=DEVHaloDatabase;Trusted_Connection=True;MultipleActiveResultSets=true"
    }
  ]

Once your instances are linked, the view of an instance will no longer show the changes between your current instance and the selected instance. Instead, it will show the changes between the selected instance and its source. 



Note: Once you've configured one instance to have a source, any that are not linked will not be able to sync changes.


To provide an overview of your pipeline, you can view it as a flow chart.



Added the option to filter the Ready for Invoicing screen by Account Manager and Account Owner

#766439

Added the ability to set user field visibility on assets at asset type level

#765240

Added an action level setting to determine whether parent ticket actions are inherited by child tickets

#764054

Added a setting for the status of assets when flagged as inactive in Intune

#758683

This setting can be found within the Intune integration configuration details on the 'imports' tab.

You can determine the number of days since the last sync date to classify an asset as inactive in Intune and then change the status in Halo based on this.

 


Added inbound and outbound integration request tabs to backend service monitoring

#754750

Added Quotation and Sales Order event triggers to Webhooks and Notifications

#745934

You can now configure multiple Dynamics 365 CRM connections

#683865

All existing configuration will be migrated to a Dynamics 365 CRM connection named "Migrated Connection".

Added the ability to mention Agents and Teams on Appointments

#595162

You can now import tickets from Microsoft Sentinel via webhooks

#529028

This can be configured under the "Imports" tab on the Sentinel integration page.




Also, there is a detailed guide on how to set up the the webhooks in Azure.

Added the 'Related Assets' tab to templates

#355446

Added the ability to connect to multiple Google Workspace instances

#265175
  1. Any existing configuration you had for Google Workspace will have been migrated into a single tenant called "Default"
  2. All existing config will have migrated into this tenant
  3. If you wish to create any new tenants the process should be exactly the same as the original setup with all the same functionality. 

Fixed an issue when using the load balance agent assignment on tickets

#810942

Fixed a minor issue with revising quotes

Also in 2.182.1 · 2.174.81

#810841

Fixed an issue with matching "has a value" rule criteria on new tickets

Also in 2.182.1 · 2.174.81

#810746

Resolved an issue with the Pax8 Subscription Import failing to give an error when the Secret has expired in the Integrator logs

Also in 2.182.1 · 2.174.81

#810460

Fixed an issue with the Product Tax Code field for new Customers in some situations

Also in 2.182.1 · 2.174.81

#810253

Resolved an issue with Automated Ticket creation for Contracts/Agreements being created against the wrong Customer

Also in 2.182.1 · 2.174.81

#810115

Resolved an issue with the visibility of the welcome/password email expiry days setting

Also in 2.182.1 · 2.174.81

#810110

Added new options for the PowerShell Integration allowing different methods for passing parameters to PowerShell

#810014

Fixed an issue with not being able to clear the highlight colour from asset single select fields

Also in 2.182.1 · 2.174.81

#809958

Fixed issue with available canned text on actions

#809906

Fixed a performance issue with the control query in HaloDBIntegator

Also in 2.182.1 · 2.174.71

#809861

Fixed an error when consigning multiple Sales Order lines

Also in 2.182.1 · 2.174.81

#809310

Fixed an issue with custom button field validation

Also in 2.182.1 · 2.174.81

#809304

Resolved an issue with adding Budgets to Projects from a Sales Order line when using the setting to use Days instead of Hours

Also in 2.182.1 · 2.174.81

#809227

Fixed a minor issue with agent permission visibility

Also in 2.182.1 · 2.174.81

#809190

Minor performance enhancement to contract schedules

#809162

Fixed the 2FA setup prompt appearing for users logging in with SSO

Also in 2.182.1 · 2.174.81

#808943

Fixed issues with adding attachment names as asset tags

Also in 2.182.1 · 2.174.81

#808512

Fixed an issue with invoicing sales order lines with different quantities

Also in 2.182.1 · 2.174.81

#808508

Minor UI change to the Quote screen to move some buttons from the Quote line header to the Top set of buttons

#808495

Fixed an issue with trial language dropdown

#808491

Fixed an issue with Article ID field when creating new articles

Also in 2.182.1 · 2.174.81

#808435

Fixed a minor performance issue with ticket-level rounding

Also in 2.182.1 · 2.174.81

#808204

Fixed Horizontal Bar Chart axis labels being inverted on Composite Reports

Also in 2.182.1 · 2.174.81

#808107

Fixed a minor issue when loading items with multiple unauthenticated Xero tenants

Also in 2.182.1 · 2.174.81

#808060

Fixed blank space appearing on PDFs when using a HTML header or footer

#808011

Fixed an issue with Rhipe Subscription Price on integrator imports

Also in 2.182.1 · 2.174.81

#807836

Fixed an issue creating webhooks for "All" in the Exchange Calendars integration

Also in 2.182.1 · 2.174.81

#807802

Fixed issues with error logging for various integrations

Also in 2.182.1 · 2.174.81

#807574

Resolved an issue that can happen when Item Stock Take when the Item record's Asset Type link has been removed

#807236

Resolved an issue with using the "Greater than" or "Greater than or equal to" filter options in Ticket Lists failing to include the first date

#807221

Fixed an issue with updating ticket SLA targets

Also in 2.182.1 · 2.174.81

#807177

Resolved an issue with the authorisation process for using Snelstart due to an expired HaloPSA Key

Also in 2.182.1 · 2.174.81

#806628

Removed the 'Create after closing another child' creation rule option from additional service config.

Also in 2.182.1 · 2.174.81

#806621

Fixed an issue with the forgotten password page

#806424

Fixed an issue where the Release note count column would include deleted Tickets

#806300

Fixed an issue with the Main Contact user not being automatically created in some situations

#805875

N/A

Fixed an issue where the One-Time Costs table would appear unintentionally on a Quote .pdf

#805787

Fixed an issue where Dynamic Field Visibility wouldn't display correctly for Category condition type

Also in 2.182.1 · 2.174.81

#805775

Fixed an issue with stacking bars in multi-series charts

#805769

Fixed an issue with appointment location validation

#805633

Fixed an issue where vote actions in approval processes incorrectly prompted users to add the action vote to child tickets

Also in 2.182.1 · 2.174.81

#805607

Fixed issue authorising supplier/client API access

Also in 2.182.1 · 2.174.81

#805598

Fixed an issue with submitting negative article feedback

Also in 2.182.1 · 2.174.81

#805429

Fixed issue with field group descriptions displaying on End-User Actions

#805407

Improved performance of the Active Directory CAB sync

Also in 2.182.1 · 2.174.81

#805363

Fixed an issue where column profiles could be saved with no name

Also in 2.182.1 · 2.174.81

#805353

Fixed a rare issue with updating items in MYOB

Also in 2.182.1 · 2.174.81

#805092

Fixed issue with ad-hoc approvers not counting towards CAB approvals

Also in 2.182.1 · 2.174.81

#804856

Fixed an issue where Asset Tag would be mandatory on Asset creation

Also in 2.182.1 · 2.174.81

#804643

Fixed a security issue allowing users access to custom field info in some rare cases

Also in 2.182.1 · 2.174.81

#804568

Fixed images not loading on actions from the Twilio WhatsApp integration when basic authentication is enabled in Twilio

Also in 2.182.1 · 2.174.81

#804517

Fixed an error that could occur when loading the Halo Integrator config screen with Lansweeper integration enabled.

Also in 2.182.1 · 2.174.81

#804429

Fixed an issue with clearing billing default fields on items

Also in 2.182.1 · 2.174.81

#804187

Resolved an issue where the account ID could be incorrectly required when QuickBooks Online was enabled

Also in 2.182.1 · 2.174.81

#804119

Fixed minor display issues with agent icons

#803966

Fixed an issue with syncing purchase orders to Ingram Micro Reseller

#803952

Fixed an issue where Supplier emails wouldn't populate on new Actions

#803911

Fixed a field visibility issue in the Products area

#803843

Fixed display issues on the Ticket list screen on the Self-Service portal

#803796

Improved runbook variable creation instructions.

#803653

Fixed an issue with clearing delegate approver users

Also in 2.182.1 · 2.174.81

#803648

Fixed new users receiving "Your password has changed" emails

Also in 2.182.1 · 2.174.81

#803452

Fixed an issue with setting single select custom field values via the API

Also in 2.182.1 · 2.174.81

#803412

Fixed an issue with cloning ticket types

Also in 2.182.1 · 2.174.81

#803380

Fixed an issue where multi-line To-Do list items did not apply customer restrictions

Also in 2.182.1 · 2.174.81

#803376

Fixed an issue with $-REGION and $-COUNTRY variables not populating on tickets

#803374

Fixed timezone issues with the date field when marking an invoice as sent or creating an invoice from an order

#803294

Fixed an issue with certain lookup types returning incorrect values when using translations

#802650

Improved the position of the Quote Approve/Reject icon

#801874

Fixed inconsistencies in Total Prices in the UI and on .pdf when using Currency Conversion

#801622

Fixed an issue where CSP Users wouldn't import with a default role

Also in 2.182.1 · 2.174.81

#801213

Fixed an issue with grouping by release 1, 2 and, 3 not working as intended on ticket lists

Also in 2.182.1 · 2.174.81

#801090

Fixed an issue where immediate Pro-rata wouldn't add to new Recurring Invoices

#800899

Fixed an issue with being able to set a Service image before Service creation

Also in 2.182.1 · 2.174.81

#800423

Fixed issues with adding Product Bundles to Invoices

#800215

Fixed an issue with multicurrency and cost updates not updating converted price in some cases

Also in 2.182.1 · 2.174.81

#799926

Improved the Sales Order Needs Invoicing query to allow better indexing

Also in 2.182.1 · 2.174.81

#799675

Fixed an issue where approval process step vote notes were not added as actions

Also in 2.182.1 · 2.174.81

#799569

Added logging for ticket-level rounding

Also in 2.182.1 · 2.174.73

#798997

Fixed a minor issue with the Exchange Calendar configuration page

Also in 2.182.1 · 2.174.81

#798618

Fixed a visual issue with configuring Ticket Type restrictions at Role or Agent level

Also in 2.182.1 · 2.174.81

#797195

Fixed an issue where multiple Automations would be created when using the 'Pre-determined number of days' Workflow rule trigger type

Also in 2.182.1 · 2.174.81

#794084

Fixed an issue with mandatory checks for custom table rich text fields

#792357

Improved readability of Ticket ID's when viewing opportunities on smaller screens

#788769

Fixed an issue with the default opportunities view on the top level

Also in 2.182.1 · 2.174.81

#787527

Fixed a rounding issue with Invoice Lists

#785474

Improved readability of dark mode ticket email action previews

#782126

Added 'Processing' payment status to Invoices list

#781890

If any payments on the Invoice have status 'Processing', this will display under the 'Payment Status' column in the Invoices list

Fixed issue where multi-series chart widgets that use multiple reports would not load correctly

Also in 2.182.1 · 2.174.81

#759607

Fixed a minor issue with $-TAXBREAKDOWN invoices when using composite tax totals

Also in 2.182.1 · 2.174.81

#743262

Fixed a minor issue with adding Etilize product category mappings

Also in 2.182.1 · 2.174.81

#741969

Fixed a rare issue where certain Pax8 subscriptions would not be set to inactive when imported

#737916

Minor improvement to ticket search to prevent timeouts

Also in 2.182.1 · 2.174.81

#732212

Fixed an issue with child tickets updating the parent ticket status during child closure procedures

Also in 2.182.1 · 2.174.81

#681415

Fixed an issue where the ROPC flow was disabled due to an invalid license check

Also in 2.182.1 · 2.174.72

#810445