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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.192.1

Unreleased

Released on May 1, 2025 · 163 updates

Minor improvements to the ConnectWise RMM integration

#936998

An option has also been added allowing authentication to be added to webhooks in the form of a query parameter that can be validated by the Halo API.


Minor improvements to the Splunk integration

#936862

An option has been added allowing authentication to be added to webhooks in the form of a query parameter that can be validated by the Halo API.


The URL used for Splunk webhooks has also now changed. The new URL can be found on the integration setup screen as shown above.


Minor improvements to the LogMeIn Rescue integration

#936739

1. It is now possible to enable/disable whether webhooks can be processed via Halo. An option has also been added to allow for authentication on the webhook via a token query parameter.



2. The URL used for webhooks has now been updated.


3. Backend performance improvements.

Added the option to add authentication to Jira Confluence webhooks

#936402

An option has been added to enable/disable the ability for Halo to process webhooks from Jira Confluence. You can also now use a token query parameter to secure webhooks from Jira Confluence.


Added the option to use authentication with Jira Service Management webhooks

#936110

A setting has been added to enable/disable webhook processing for each customer/supplier. An option has also been added to choose whether or not to use signature authentication to verify webhooks received from Jira.



If the secret is modified in Halo after the webhook is created in Jira, you must manually add the secret to the webhook configuration in Jira.

Added the option to use authentication with Auvik webhooks

#923679

It is now possible to use Basic Authentication or OAuth 2.0 to authenticate webhooks received from Auvik:


Minor improvements to the Jira software integration

#923560

An option has been added to enable/disable webhooks. Signature authentication can now be enabled for webhooks.



The /notify endpoint no longer supports Jira webhooks. If you are using this endpoint, you should change your webhook in Jira to target /notify/jira.

 

Minor improvement to the Syncro MSP integration

#923521

An option has been added allowing authentication to be added to webhooks in the form of a query parameter that can be validated by the Halo API.


Allowed usage of AI Suggestions feature without needing an AI integration

#923472

AI Suggestions and matches on the AI Insights tab can now be used without an AI integration, meaning that organisations without access to OpenAI or Azure OpenAI can still utilise Halo's Ticket Suggestions feature. If this is used without an AI integration Halo will instead retrieve matching Tickets and Articles based on the matches that appear in the Problem/Resolution finder when an AI integration is not in use.


To use this, activate the AI module and keep "Default AI Connection" set to None. The AI Ticket Matching group of settings will still show and allow you to configure Ticket matching and AI Suggestions as if an AI connection was configured.



Matches and suggestions will be processed whenever they would occur in the AI integration version, and the details will show on the AI Insights tab (renamed "Insights" when not using AI).



The matches and suggestions use the same matching logic as the problem/resolution finder - these are less accurate and less performant than the AI counterpart. The score is normalised based on the results, meaning 1 is the strongest match and 0.1 is a very weak match in relation to the strongest match. Suggestions that rely on fields that are set by an AI integration will not function in this scenario.

Minor improvements to the Beyond Trust integration

#922766

A new setting has been added to enable/disable webhooks. 


An option has also been added allowing authentication to be added to webhooks in the form of a query parameter that can be validated by the Halo API.


Added Load Balance limits by Team

#898859

You may now configure Load Balance limits for all Agents in a specific Team, by Ticket Type.


When configured, Agents in the Team will only be allowed to receive up to their Team's load balance Ticket limit each.

If the Team where the Ticket is being load balanced to does not have a specific limit, the general limit will be used.

Agent specific limits will override Team limits.

Improved UI handling for roles with large agent/user assignments.

#894381

Added the option to disable editing of config tracked entities

#882664

This allows you to require changes to be made in a UAT instance instead.


You can enable this in Configuration > Advanced Setting with the setting "Disable editing of config tracked entities".


When viewing config with this setting on, a banner will inform you, and admins can click on it to immediately allow config to be edited if necessary.


Added sprints to config tracking

#882648

To use sprints, in advanced settings, you must enable the setting "Use sprints for config tracking." Then, you need to specify a start date (this must be in the past) and the period and duration for the sprints.



NOTE: These values MUST be the same between all instances. It is also recommended to have no outstanding changes to be merged when enabling these settings.


Once configured, each change will be assigned a sprint, and you can filter on this when viewing config changes.



When syncing changes between instances, you can merge each sprint individually. You must still sync them in order though, so a later sprint cannot be merged before an earlier one. 

Added a ticket setting for the ability to filter ticket types on the new ticket screen by ticket type group

#858227

You can now show/hide more User system fields in Screen Layout Profiles for the User entity

#856243

Additional fields you can now control visibility of are:

  • Other 1-5
  • Email Address 2
  • Email Address 3
  • Unsubscribed

Added the System AI Insights fields as Ticket Rule Criteria

#844510

Added new setting in Configuration>Users to enable the use of subject lines on CRM notes

#842447

You can now add new Contacts on existing Customer Opportunities via the Contacts tab

#840296

Added 'Owners' and 'Assets' as reportable fields on article type query builder queries

#836009

Added the $-LOGGEDINAGENTSIGNATURE variable

#831158

When sending quotes, this variable allows you to use the email signature of the agent sending, as opposed to the $-SIGNATURE variable which uses the signature of the agent who created the quote.

You can now see the status of a linked Jira item on the Halo Ticket

#829054

Added Ticket Summary mapping to Freshdesk Migration

#826853

Added unit prices to Product Bundles on Quotes

#823474

Unit prices will only show if "Include group quantity and price" is enabled at quote level and all products in the bundle are the same quantity


Added option to restrict new tags from being created on articles. If enabled, this will only allow selection of available article tags

#822558

You can now have the primary agent, secondary agent & account manager added as additional agents when logging a ticket

#821136

There are now the below settings in Tickets -> General Settings:

  • Add the Primary Agent as an Additional Agent
  • Add the Secondary Agent as an Additional Agent
  • Add the Account Manager as an Additional Agent

Which will automatically add the specified agents, set on a client, to the additional agents field when logging a ticket.

Added the ability to Countersign Quotations

#820956

A quotation's assigned agent can now countersign the quote when it has been approved by the end-user and is linked to a ticket of a type with the following option enabled:



You can automatically send the countersigned quote to the end-user by selecting the 'Send countersigned Quote to End-User' option.


When countersigning, you can use your agent signature or create a new signature


The countersignature will populate the $-AGENTQUOTECOUNTERSIGNATURE variable. $-QUOTECOUNTERSIGNDATETIME and $-QUOTECOUNTERSIGNDATE variables can be used to display the countersignature time.


For more information check out Approving Quotes Overview

Added the ability to create customisable KB Article permalinks

#820302

You can now set the default time taken when completing an appointment to match its duration, for appointments that aren’t linked to tickets

#819529

With the Calendar & Appointments configuration, there is now an option called 'Default the appointment completion time taken to the appointment duration for appointments not linked to tickets'.


This will then prepopulate the time taken field to the duration of the appointment when completing.

Added custom translations for various chat fields

#812029

The following fields can now be translated:

  • Bubble popup message
  • Bubble popup message URL mappings
  • User Chat Banners
  • Wait messages
  • Message before feedback
  • Message after feedback
  • Message before additional comments

Added the ability to translate column profile and filter names

#809191

Added the file type 'XML' for Ticket Print generation

#807693

New PDF Template level setting 'File Type', this is available on Ticket PDF templates only.


Switching from PDF to XML will make any ticket prints using that template download in XML format. Please note that changing a template from one file type to another will overwrite the pages HTML.

Added the ability to restrict OLAs by team and priority

#807172

When configuring an OLA, you can now specify a list of allowed teams and priorities. If set, the ticket must be assigned to one of the specified teams with one of the specified priorities in order for the OLA to start. 


Additionally, if you create an OLA from a template, you will no longer be able to edit the workday or target, as these are now managed from the template itself.


For more information check out Operational-Level Agreements (OLAs) on Workflows

Improved handling of multi-select custom field translations when using the new custom field storage method

#807127

Added an Action level setting that allows the use of Actions on closed tickets, regardless of the agent's 'Can Edit Closed Tickets' permission

#803542

Added the ability to automatically link AI matched tickets to the parent ticket

#798426

In AI configuration, you can set ticket types that have this enabled and whether AI matches become related tickets or child tickets:

You can also set if a ticket type uses this functionality from its configuration page.

Added the ability to choose an item when returning assets with no existing stock records

#789776

This setting can be found in the stock control section in Configuration>Items and Stock Control.


The setting "Allow Assets without stock records to be returned to stock" must be enabled for this to appear.

Added the ability to generate a one-time secure message link that can be used to share passwords/secrets/private messages

#768829

If enabled in Tickets > General Settings, an option in the ticket menu will be available to generate a one-time secure message link 


Enter the content you want to share and select the expiration time for the token for the link.


You can also specify a passphrase which will require the user to enter the passphrase to access the content.  The passphrase should be shared with the user using a different method of communication that was used to send the one-time link.


The user will need to be able to log into the portal as this will only be accessible to the end user of the ticket.  

Added the <<halo_url>> runbook variable to refer to the URL of your Halo instance

#762123

You can now hide a quotation from a ticket or opportunity depending on the quotation's status

#757332

There is now a setting called 'Hide Quotes from Ticket/CRM details when this status is selected' on Quote Statuses, which will prevent the quote from showing on the ticket / opportunity if it has that status set.


Added the option to disable SLAs

#753297

A new field has been added to SLA settings, allowing you to disable SLAs. 

Disabled SLAs will be hidden from dropdowns.

You can now specify the invoice reference when creating a bill from a purchase order

#718191

When you create a bill off of a purchase order, you now have the option to specify the invoice reference:



By default or if empty, it will take the purchase order reference.

You can now choose between SLA work hours & normal hours for 'Number of hours to have passed' within the closure settings of a ticket type

#699717

Within the closure settings of a ticket type, if you have any of the below settings:

  • User Emails on closed Tickets
  • Agent Emails on closed Tickets
  • User Emails on Tickets pending closure
  • Agent Emails on Tickets pending closure

set to any of the below:

  • Reply with an email if a set number of hours of passed
  • Open a new Ticket if a set number of hours have passed

You can now choose the hours to have past to be based on Work Hours or Normal Hours


Added Risk Scoring

#514694

For more information on how to configure this, check out the "Risk Scoring" guide. 


Risk Scoring can be enabled from ticket settings. 


At ticket type level you can enable Risk Scoring calculations. This can be set to sum all single select risk scores or have a custom calculation, much like calculated custom fields. Calculations can be used from either single select fields or text fields that are of type integer or decimal. With Risk Scoring enabled, risk score values can be set per value on a single select custom field.

Fixed an issue with receiving voice notes from the Twilio for WhatsApp Business integration

#948975

Fixed an issue where XLS import profile were missing some mappings

#948841

Fixed an issue with using the _match_thirdparty_id property when posting assets

#948694

Resolved an issue with using a Complete Appointment action on a Ticket when the only open appointment is unassigned

#948573

Fixed an issue where an error could occasionally be thrown when loading the call screen

#948320

Fixed some issues with disabling the setting "Allow automatic linking of Assets and Services"

#947897

Fixed an issue with using the client as a criterion for user notifications

#947865

Updated the guide linked under one-click feedback

Also in 2.192.1 · 2.184.91

#947739

Fixed an issue with the rich text editor options sticking to the top of the page

#947638

Fixed an issue with saving assets with mandatory custom fields

#947633

Fixed a visual issue with viewing supplier contract column profiles

#947583

Fixed an issue with the setting "Match emails on subject and from address" not always functioning correctly

Also in 2.192.1 · 2.184.101

#937544

Fixed an issue with searching for tickets when filtering by team

Also in 2.192.1 · 2.184.91

#937535

Fixed an issue with the 'Add CRM Note' button appearing on the customer details screen when the agent does not have permission to add a CRM note

Also in 2.192.1 · 2.184.91

#937271

Fixed an issue where cost on Items would calculate incorrectly

Also in 2.192.1 · 2.184.91

#937216

Fixed an issue with formatted email details losing styling

Also in 2.192.1 · 2.184.91

#937090

Fixed an issue with the actions added by supplier API connection

Also in 2.192.1 · 2.184.91

#937053

Fixed an issue where small Images wouldn't display on Quotes and Contracts

Also in 2.192.1 · 2.184.91

#936856

Resolved an issue with the Linked Item selection on Charge Rates failing to load automatically

#936828

Fixed an issue with the "Submit" phrase translation in certain locations

Also in 2.192.1 · 2.184.91

#936794

Fixed an issue with using the setting "When consigning items on a ticket, add the serialised assets to the ticket"

Also in 2.192.1 · 2.184.91

#936759

Fixed an issue with the organisational chart not showing in config

Also in 2.192.1 · 2.184.91

#936510

Fixed an issue with setting access control when using 'save as new' or 'use without saving' on column profiles, filter profiles and lists

#936478

Minor language pack improvement

Also in 2.192.1 · 2.184.91

#936330

Fixed an issue with deleting workflow restriction groups

#936234

Fixed an issue with batch updating custom asset fields

Also in 2.192.1 · 2.184.91

#936207

Minor display improvement to actions with lots of email addresses in the To or CC field

#936192

Fixed issue with not being able to test Azure Automation in UAT instances

Also in 2.192.1 · 2.184.91

#936005

Fixed a minor issue with the "Add to Project" sales order line action

Also in 2.192.1 · 2.184.91

#935980

Fixed the "Deactivate Users in Halo when they are not found in Azure" checkbox sometimes missing from the CSP configuration page

Also in 2.192.1 · 2.184.91

#935961

Fixed a minor visual issue with composite tax totals

Also in 2.192.1 · 2.184.91

#935951

Fixed an issue with an asset type field missing a label

#935894

Fixed an issue with user matching on the call screen

Also in 2.192.1 · 2.184.91

#935886

Fixed the AI Survey tab not showing on tickets when using a non-Azure OpenAI connection

#935763

Fixed an issue in specific cases with the ticket type setting 'End users can select this Ticket Type in Ticket Type dropdowns on the self service portal'

#935744

Fixed issue with Snipe-IT user matching

#935734

Fixed an issue with invoice line prices in invoice PDFs

#935434

Fixed an issue where category 3 & 4 fields could show an incorrect hint label

#935373

Fixed an issue with using checkbox asset fields for dynamic field visibility

#935245

Fixed an issue where Agents didn't have permission to use the "No Charge" charge rate

Also in 2.192.1 · 2.184.91

#935178

Fixed an issue where signatures on approval actions wouldn't populate the $-CUSTOMERSIGNATURE variable

Also in 2.192.1 · 2.184.91

#935170

Fixed an issue with historical ticket volume tracking

#935117

Fixed an issue where the draft ticket cache was not cleared after ticket creation

#935075

Fixed an issue where some notifications could show as "from the future"

#935034

Fixed an issue where outgoing mail would fail to send if the mailbox has no Connection Type selected

Also in 2.192.1 · 2.184.91

#934863

Resolved an issue with Custom Field data for Dynamic SQL Multiple Selection types losing data when saving an Action and the SQL can output the same Display value for different ID values depending on the Entity

Also in 2.192.1 · 2.184.91

#934778

Fixed a minor issue with updating recurring invoice lines with item changes

Also in 2.192.1 · 2.184.91

#934610

Fixed Automated Tickets being created for voided invoices

Also in 2.192.1 · 2.184.91

#934088

Resolved an issue listing Action-level custom fields when adding Billing Rule Criteria

#933955

Fixed an issue where the number of service subscribers did not appear in the modal when sending a service email to subscribers

Also in 2.192.1 · 2.184.91

#923792

Fixed an issue with forwarded emails from users being described on actions as "User Update" instead of "Email Update (Forwarded)"

Also in 2.192.1 · 2.184.91

#923694

Fixed an issue where banners at the top of the application wouldn't stretch all the way across when using the 2025 UI update

Also in 2.192.1 · 2.184.91

#923575

Fixed issues with the Zendesk migration not returning tickets and not paginating

Also in 2.192.1 · 2.184.91

#923470

Fixed issue with ticket id in PO column profiles

Also in 2.192.1 · 2.184.91

#923438

Fixed an issue with CSP Consumption Data failing to save in rare cases

Also in 2.192.1 · 2.184.91

#923426

Fixed an issue with prepay billing period overlap at a DST switch

Also in 2.192.1 · 2.184.91

#923419

Resolved an issue with popup notes with no data causing errors when opening Tickets

#923391

Resolved an issue with closing Tickets with open Appointments when using the Exchange Calendar method that creates a Scheduler appointment in addition to the Agent appointment

#923334

Fixed an issue where it could throw an error when editing a CRM note

#923330

Fixed an issue where the "Add to Project" option on Sales Orders wouldn't display in the dropdown view

Also in 2.192.1 · 2.184.91

#922915

Fixed an issue with updating recurring invoices without a schedule

Also in 2.192.1 · 2.184.91

#922879

Fixed an issue with configuring dynamic field value visibility based on the primary service field

#922868

Fixed an issue with dynamiclly adding number values to custom fields

#922847

Fixed an error viewing tickets on the portal when a Field Group has a system field configured to show on a separate tab

Also in 2.192.1 · 2.184.91

#922775

Fixed an error when creating contract schedules

#922756

Fixed an error with article suggestions

#922730

Resolved an issue with the 'Clear all Ticket & Customer Data' button for services when using automatic linking of Assets and Services

#922729

Fixed a minor issue with pro-rata calculations being slightly incorrect in some rare circumstances.

#922602

Fixed the $-CONSIGNMENTADDRESS variable not including line breaks when used on PDFs

Also in 2.192.1 · 2.184.91

#922572

Fixed an issue with updating a Users phone number when matching them on the call screen

#922543

Fixed an issue where consigning assets issued on tickets to a user at a stock location would not move the asset to the new site/location

#922405

Fixed an issue where User Role approver notes wouldn't save

#922368

Fixed an issue with date formatting in the Query Builder

#922293

Fixed an issue when using the 'send' button when viewing a knowledge base article

Also in 2.192.1 · 2.184.91

#922282

Fixed an issue with updating custom tables via the API

Also in 2.192.1 · 2.184.91

#921911

Fixed an issue where the default team of the agent performing a quick action was not applied

#921248

Fixed an issue where the Navigation Menu Layout setting wouldn't be populated for newly created agents

Also in 2.192.1 · 2.184.91

#921222

Fixed an issue where you couldn't filter by subtype on the agreement (contract) screen

#920879

Fixed an issue where email rule user matching may not match when the end tag is set to end of line (EOL)

#920832

Fixed a dynamic field value visibility issue with category fields on actions

#920662

Fixed an issue with HubSpot inbound syncing not overriding system field mappings in some cases

Also in 2.192.1 · 2.184.91

#920224

Fixed a minor issue with the available actions in the child tickets table within a ticket

Also in 2.192.1 · 2.184.91

#909431

Fixed an issue where in some cases, recurring invoices would error on creation in quick books online.

Also in 2.192.1 · 2.184.91

#908996

Fixed an issue which could occasionally cause read only radio fields on tickets to display incorrectly

#898498

Resolved an issue with duplicate Invoices being created by Xero webhooks when the initial Invoice creation has a long delay after Xero creation completes

#898453

Fixed an issue where some dashboard charts would cause extremely slow logins if placed on the home dashboard

Also in 2.192.1 · 2.184.91

#898360

Fixed an issue where Actions after Billing cutoff would be included when Invoicing

#898257

Improved configuration for dynamic custom fields that use custom integrations

#898057

Fixed a minor issue with quote revision and approvals error in some rare cases

Also in 2.192.1 · 2.184.91

#897926

Minor backend improvements to the N-Able N-Central integration

#897836

Minor backend improvements to the Virima integration

#897830

Fixed an issue where deleted tickets could be suggested as a matched ticket for AI similar tickets

#897764

Fixed a bug where filtered config change lists could be synced to/from linked instances

#897439

Resolved an issue that meant updating the Purchase Cost for a Quote line caused the Purchase Cost to update using the Default Currency Cost

#896466

Fixed a display issue in the ticket template list configuration page

#896459

Fixed a DST issue with $ PeriodStartDate and $ PeriodEndDate variables.

Also in 2.192.1 · 2.184.91

#896261

Fixed an issue with tax calculation when using composite tax rates and modifying an invoice.

Also in 2.192.1 · 2.184.91

#895004

Fixed an issue where the report row counter wouldn't update when filters applied from URL parameters

#894844

Added OneDrive for business as an SKU for service users setting under "Licences to check for"

Also in 2.192.1 · 2.184.91

#882123

Fixed an issue where Feedback messages wouldn't display when enabling Google reCAPTCHA

#880490

Fixed a minor issue with bulk payment webhooks from QuickBooks Online

#879859

Fixed actions/comments syncing to Microsoft Sentinel when edited despite the note remaining the same

#859363

Updated the link to open devices in Zabbix to work with v7.0

#841197

Fixed an issue with using the NinjaOne system authentication in integration runbooks failing to reauthenticate in some cases

Also in 2.192.1 · 2.184.91

#839821

Fixed a minor visual issue with assets on the portal

#826818

Fixed an issue loading supplier contract default columns

Also in 2.192.1 · 2.184.91

#814651

Fixed an issue where $-variables wouldn't populate when creating child tickets in some cases

#813470

Resolved an issue with rule criteria for Working Hours and Assigned Agent Status so that "Is equal to" and "Is not equal to" will work as expected

#811680

Added 'network_adapter_type' and 'alt_network_adapter_type' as field mapping options to the Jamf integration

#809699

Improved the setting label for "Item names must unique" to specify that this only applies per Supplier

#802569

Fixed an issue where the SLA excuse pop up could appear when clicking on a ticket.

Also in 2.192.1 · 2.184.91

#801358

Improved logging of the "Execute a SQL query on the Halo database" Runbook step to include SQL parameter values

#799902

Resolved issues with Customer Relationship criteria for Ticket Rule and Notifications when using the "Includes" operator

#796088

Fixed a minor issue with bulk syncing payments to QuickBooks Online

#794643

Fixed a minor issue with syncing invoices to Xero when using the rounding adjustment accounts code on other line items

#792210

Fixed an issue with starting an approval with an agent in the approval process causing the action to use the status after an approver update

Also in 2.192.1 · 2.184.91

#792121

Fixed a time zone issue with side menu appointment and task list colours.

#734449

Fixed an issue with loading supplier contract column profiles in specific cases

Also in 2.192.1 · 2.184.91

#652477

Fixed a minor issue with the 'supplier' action field

Also in 2.192.1 · 2.184.91

#620572