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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.186.1

Unreleased

Released on Mar 11, 2025 · 44 updates

★ Highlight

Added the ability to compare article amendment drafts to the existing article

#808140

When using drafts for knowledge base articles, you can now compare the current draft to the existing article by clicking a button next to the description and resolution fields.


This will display a modal that shows the article side-by-side and also allows you to compare the differences, either in plain-text or rich-text format.



Additionally, you can now show a preview of the article before publishing, similar to the email action preview. This can be enabled using the setting "Preview articles before publishing them" in Knowledge Base Settings.

Resolved an issue with non-custom fields failing to load on the correct tab of a ticket on the self-service portal

Also in 2.186.1 · 2.184.22

#835606

Added new notification/runbook triggers for Quotes and Invoices

#825954
​​​​​​​​

5 new triggers are available:

  • Quote viewed
  • Quote approved by user
  • Quote rejected by user
  • Invoice viewed
  • Invoice paid

Added a 10 year schedule period option

#824329

Added option for how to handle Halo acknowledgments from external Halo instances.

#817116

Added the 'Other Uses' tab to custom fields

#816153

This tab will show the following areas where the custom field is used:


  • Ticket Types
  • Actions
  • Field Groups

Added separate Self Service Portal Portal settings for displaying creation, edit and tag information on Knowledge Base Articles

#814231

Added the option 'Logged in Agent' to the query builder condition 'Agent Name'

#808315

Added the option to use a runbook when communicating with a supplier

#808150

If "Runbook to use instead of email when contacting Supplier" is set against a supplier, instead of sending emails, a runbook will be queued. This will occur when logging to and "emailing" the supplier. 

To make full use of the supplier functionality, the runbook should set the supplier reference field against the ticket after logging with the supplier.

Added the setting 'The button 'Create Microsoft Teams Chat' will use the end-user of the ticket' to ticket type settings

#807696

When this setting is enabled, creating a Microsoft teams chat will automatically use the end user of the ticket and create the chat rather than allowing for user selection. Note that if enabled the button will only appear on the ticket if the user has been imported from Azure Active Directory


The button 'Create Microsoft Teams Chat' has also been moved to the End-User details tab if using the new 2025 UI

The button 'Message on Teams' is now labelled 'Message Directly on Teams' if using the new 2025 UI

Added new API properties for modifying advanced Microsoft Entra ID mappings

#807675

The following API properties can be used to modify specific mapping relationships:


  • add_mappings_agent_roles
  • add_mappings_user_roles
  • add_mappings_cab
  • edit_mappings_agent_roles
  • edit_mappings_user_roles
  • edit_mappings_cab
  • delete_mappings_agent_roles
  • delete_mappings_user_roles
  • delete_mappings_cab

Added the ability to restrict service access based on country and region

#807473

This allows you to grant access to users based on the country and region their site is linked to.

To allow use of these restrictions, you must enable them in service settings with the setting ""Choose which entities can be used to restrict service access"". You can also disable any service restrictions that are not in use to improve the performance of loading the service catalogue

Added option to use lightweight Webhook logs

#807185

For more information on this check out our article Webhook Integration

Added the option to customise the content shown in the End-User Details field

#806687

Added the option to allow rich text custom fields to populate dollar variables in the value

#805437

This will only work for ticket custom fields


For more information on this check out our guide: Custom Fields

Added the System SKU as a mappable property in Halo Asset Discovery

#803914

Added a default line level option for deliver to user/deliver to us/deliver to Sales order address on Quote and Sales Order line level

#801856

More information on this can be found on our guide Purchase Orders. 

Added the option to use client credentials for the Sharepoint Integration

#771686

Added User and User role permissions for Quote access

#765838

Added a setting to allow agents to view the workflow diagram of a ticket in a modal window

#746954

You can find the setting to enable this by going to Configuration>Tickets>General Settings



So now if you are not an administrator you can click the workflow in the ticket details and open the workflow diagram in a modal window

Opening this modal view of the workflow diagram


Added filters to the appointment tab when viewing a client

#720591

Added the option to determine restrictions on sensitive tickets for agents

Also in 2.186.1 · 2.184.91

#676380

Sensitive tickets only had user restrictions, such that only the assigned user would be able to view the ticket. Now, the same can be applied on the agent portal. You can restrict to the assigned team, so all agents in that team will be able to view the ticket, or just the assigned agent of the ticket. If the setting is set to the assigned agent but the ticket is unassigned, this will be visible to the team. 


This setting can be found in tickets general settings


For more information check out Tickets - General settings

Added change tracking to the N-Able N-Central integration

#674601

Added the option to runbook variables mappings to add to an array variable.

#583603

This allows values to be appended to an existing array value instead of overwriting it. If the response value is an object, this will add the object as a single entry to the array. If the value is an array, all contained objects within the array will be added. The new values are processed and added only after all transformations, filters, and mappings are applied.


There is the option on where to add the new values, to either the start or the end. If not selected, the default will be the end of the array.

Added Criteria to billing plan combinations

#562680

Under each billing plan combination you can now add a selection of filters:

Currently you can use customfields from 3 tables: Tickets, Actions, and Agents as well as roles in agents and the summary on the ticket. The standard criteria options are available 

Added ability to exclude specific Customers from Custom Field Restrictions

#525549

To exclude specific customers, add the '*All Customers*' restriction as showing, and then add the specific customers you would like to exclude as not showing:


Fixed an issue creating mailbox credentials in UAT environments when change tracking is disabled

Also in 2.186.1 · 2.184.22

#835399

Fixed a display issue on the incoming tab of mailboxes

Also in 2.186.1 · 2.184.22

#834580

Fixed an error where KB Articles would fail to load

#834523

Fixed a HTML5 Backend error that can occur when adding items to a quote in specific configurations

Also in 2.186.1 · 2.184.7

#834458

Fixed an issue with Stripe not saving data in some cases

Also in 2.186.1 · 2.184.22

#834430

Fixed an issue with loading of SQL report syntax highlighting files from Halo CDN's

Also in 2.186.1 · 2.184.22

#834384

Resolved an issue that caused an error when a user is confirming closure of a Ticket in pending closure

Also in 2.186.1 · 2.184.22 · 2.174.94

#833722

Fixed an issue clearing the latest Halo Integrator error for the Entra integration

Also in 2.186.1 · 2.184.22 · 2.174.101

#833268

Resolved an issue with the Total Price for Invoices created using Composite Tax Rates showing the amount for Tax doubled on the Invoice PDF generation when sending from the Invoice List

Also in 2.186.1 · 2.184.22 · 2.174.92

#832222

Fixed an issue with updating Google appointments

Also in 2.186.1 · 2.184.22 · 2.174.101

#830738

Fixed a minor issue with removing API applications

#829317

Allowed setting of AI Suggestion Information when automatically applying the suggestion

#828050

Added an order invoiced status mapping for the Ingram Micro Reseller integration

#821133

Fixed an issue where cloning Purchase Orders wouldn't create a new Purchase Order in Xero

#820114

Fixed an issue with viewing a service in a new tab from the search screen on the Self Service Portal

Also in 2.186.1 · 2.184.22

#792531

Added option to show Workflow step notes on Workflow diagrams

#785859

Improved performance of Google Workspace and Okta user imports

#692864

Added the ability to set milestone values based on sales order line prices and bill milestones based on their values

#639035

When milestone billing is enabled on on a ticket type, a new dropdown will be visible to choose how milestones are billed:



(Existing method) Bill the total of the chargeable actions on the project, up to the value of the milestone.

When selecting milestones in "ready for invoicing", this will bill all the actions on the tickets that are either on the parent or the child tickets. The chargeable amount of these actions are accumulated until the value of the milestone is reached or all actions have been processed; which ever comes first is billed.


Milestone values are configured in a progressive way when using this method.


(New method) Bill the value of the milestone.

When selecting milestones in "ready for invoicing", this will bill the value set on the milestone and will create a line on the invoice per milestone selected. The invoice line description will be the milestones name and if it has come from a sales order, the sales order title will also be included.


Also, when this method is enabled, milestones generated from creating a project on a sales order line will be valued at the template-defined percentage of the line's price. This means that you set up milestones to lock a percentage of the revenue on the sales order line but still bill a percentage upfront.


The percentage is configured per milestone on the ticket template:


Milestone values are configured independently of each other when using this method.


Note: adding milestones to an existing project via the sales order action "add to project" will currently not have milestone value set based on the sales order line. However, value of these milestones can be manually set and then billed in "ready for invoicing".