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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.206.1

Unreleased

Released on Aug 8, 2025 · 162 updates

You can now set a default Ticket Status for updates in the Jira Software and Jira Service Management integrations

#1016865

Added an option to the Dynamics 365 CRM Integration to enable/disable Customer imports matching on Customer Name if not matched on GUID

#1015264

You can now exclude agents from being auto-assigned tickets at the team level. This prevents selected agents from receiving tickets via load balancing or round-robin

#1006134

Added an alternative method to send User information when using JWT User matching for the Embeddable Chat Widget

#1003959

It is now possible to avoid sending User information to the client via the JWT when launching a chat using the embeddable chat widget.


This method requires you to POST the user fields that would normally be mapped in the JWT as claims, to a new endpoint in the Halo API: https://<your_halo_url>/api/ChatMatchingData


This endpoint requires authentication and permission to Read & Modify Users.


An example request body would contain:

[

  {

      "json_content" : 

      {

          "firstname": "John",

          "lastname": "Doe",

          "username": "John Doe",

          "email": "example.email@halo.com"

      }

  }

]


You can add any number of Json properties to the "json_content" property, they will use the field mappings specified in the Chat Profile Identity Token mappings.


A succesful POST to the /ChatMatchingData endpoint will be indicted by a 201 Created response and a Response object containing a GUID and a Key.


The GUID and Key can then be added to your JWT which is sent to the client and used to launch the User's chat with the following Claim names:

  • "chatmatchingdataguid"
  • "chatmatchingdatakey"

You now no longer need to include PII in the JWT as it will be matched and handled within the Halo API.


There is an option to determine whether the GUID & Key are single use. Otherwise they will be valid for 24 hours.

Added the option to automatically create a business application instance when creating a business application

#1002472

Asset types that have "Is business application" set now have an option for "Automatically create a primary instance". This allows you to select any asset type with "Is business application instance" set.

If set, creating an asset of that type will show the field "Primary instance name". This will create a business application instance with that name, with field values copied from the business application. These 2 assets are automatically linked using the "Owning Business Application" field.

You can now show/hide the User system 'Title' field in Screen Layout Profiles for the User entity

#999579

You can now use the 'Configure a new chart' option in dashboard widgets to create multi-series charts from a single data source

#990930

You can now set grouped rows on Column Profiles to be collapsed by default

#987019

Added Load Balance settings to Team level

#979706

You can now configure Load Balance limits at Team level, rather than Ticket Type level only.

This means that when Load Balancing Tickets, all Tickets assigned to the Agent regardless of their type will be considered when determining who to Load Balance to.


Agent specific limits can now also be set at Team level.


All Ticket Type level limits will override Team level limits when Load Balancing.


It is now possible to run the Automatic Load Balance Schedules at a Team level rather than Ticket Type level only.

This is enabled by changing a new global setting in Tickets > General Settings:

The default for the setting is per Ticket Type (previous behaviour). 

Added option to redact Social Security numbers from Ticket and Action fields Added option to use a context aware redaction method

#977591

Located in Configuration > Users > General Settings under Data Compliance Settings.


Additionally, an option has been added for a context aware redaction method which applies to Card number redaction and SSN redaction. This method checks for common key terms around the target Card Number/SSN for if it could be a false positive. For example it will check if it is part of a URL or email address and not redact in this case. Please note when enabled, this could lead to some true Card Numbers or SSN remaining unredacted.

You can now set defaults for Custom Tables in Ticket Templates

#975276

Added Access Control to Qualifications Added a permission to allow creation of new Qualifications

#971200

Added a Chat flow step to update linked Ticket Custom Fields with preset values

#968961

Added the setting 'Disable automatic loading of all services upon accessing the Service Catalogue on the end user portal' to Services settings

#968377

Added a time zone field at ticket level

#961858

This field can be added to ticket type field lists and will override all other time zones relating to the ticket for SLAs:

For example, having a ticket with no time zone set will use the time zone at site / team level:


Adjusting the time zone on the ticket will update the SLA accordingly:

You can now grant role-based read and modify access to custom fields on custom tables

#957609

To add role restrictions, head to Configuration > Custom Objects > Custom Tables and choose a custom table to apply restrictions to.


When in edit mode, click the pencil icon on a field under the field list tab:



This will display a new restrictions screen similar to when adding ticket type field role restrictions:



When in read mode, you can click on the field in the field list to edit the custom field:



Added a global setting to set a password expiry date for End-Users and Agents

#956854

Added a use field for asset types

#950383

This field will not be visible by default. It will appear within asset type configuration when the relevant lookup code "asset type use" has values:

Added Canned Text Shortcuts

#949683

You can now add a Shortcut Key on Canned Text configuration. This key can be any letter of the alphabet so you may add up to 26 shortcuts. These are shared between all Agents. Shortcuts can be viewed on the Shortcuts page by pressing ?


To use the shortcut, you must be focused on a rich text field and press ALT + SHIFT + [Key].

Introduced new settings to enable user out-of-office

#947700

Multiple new settings can be found in Configuration > Users > General Settings:


Enabling the out-of-office feature shows a new "Out-of-office Settings" section under the preferences tab of a user:



If enabled, a warning banner will appear when emailing the end-user if they are currently out-of-office. This uses the out-of-office message field configured on the user.



If enabled, the user is out-of-office and the ticket is being put on hold, the next reminder interval and auto close interval will applied from the end-users out-of-office end date.

You can now favourite canned text items for quicker access. Favourited items are stored in a dedicated "My Favourites" list

#836506

This feature can be enabled in Configuration > Tickets > General Settings and can only be used if "Show modal screen for inserting Canned Text" is enabled



Added Line Column Profiles for invoices, quotes, purchase orders and sales orders

#831635

The columns displayed on billing entity lines are now configurable. A default Line Column Profile can be selected in the respective config area for each entity. There is also an Edit Columns button available at the top of the details screen.


Note that all agents must be granted access to a column profile for it to be available as a global default.

Added custom fields to Expenses

#774083

Added the ability to add Azure/Entra distribution groups as followers

#770320

To enable this functionality, you must enable "Allow groups to be added as Ticket followers" in Microsoft Entra ID configuration. This must also be enabled per Entra ID connection. You can then choose one of these connections to use as the default when adding followers.


There are 2 options for how the followers can be added:

Add the Distribution List Email Address

This will add the email address for the list as a follower. This allows the list to automatically be Cc'd or Bcc'd into actions, based on the setting at the action level. Additionally, this means adding or removing users from the list will immediately add or remove them from the email chain. This option does not grant the followers access to the tickets.


Add the distribution list members as individual user followers

This will add each user in the list as a follower. If they have been imported into Halo as an agent or a user, they will be made a follower. If they have not been imported, their email address will be added as a follower.

The agent and user followers can be allowed access to the ticket, but changes to the distribution list will not be reflected in Halo automatically. 

You can also specify a maxium number of members that a group can have. By default, this is set to 100.



You can now clone mail campaigns

#768984

Added an option in AI settings to generate an AI summary of the article based on the title, description and resolution Added an option in AI settings to use the AI-generated summary of an article to identify and flag potential duplicate articles before submission

#767579

There is an additional option to select the vector similarity score for detecting duplicate articles. It is recommended to use a higher score (over 0.9) for this functionality. This won't affect the knowledge base searching score. 


When a potential duplicate article is identified, this will show a pop-up when adding the article that asks to confirm your submission.


Fixed an issue with QuickBooks Online AST applying to new invoice PDFs in error in some cases

Also in 2.206.1 · 2.196.101

#1023415

Fixed an issue where the root service category filter appears to not apply once you click off all services

#1023381

Fixed an issue with the new 'Membership level to all Departments' permission

#1022755

Fixed several issues with the newly added dimensions in the Dynamics Business Central Integration alongside a minor tax issue

#1022736

Fixed an issue with syncing changes to the "SLA Override" setting between instances

Also in 2.206.1 · 2.196.101

#1022560

Fixed an issue with Sage Intacct failing to post invoices in rare cases

Also in 2.206.1 · 2.196.92

#1022095

Resolved a rare issue with Primary Key errors on Invoice creation

Also in 2.206.1 · 2.196.101

#1021969

Fixed an issue with cloning workflows that have steps with status restrictions

Also in 2.206.1 · 2.196.101

#1021843

Resolved an issue with Accent Insensitive search failing to work for User search

#1021707

Fixed issue with category names not getting translated

Also in 2.206.1 · 2.196.101

#1021676

Fixed issue with Site level folders not showing on the End-User Portal

#1021373

Fixed a language pack issue with the New User Account Request email

#1021171

Fixed an issue with deleting invoices in Halo that are already deleted in Myob

Also in 2.206.1 · 2.196.101

#1021012

Resolved an issue with the refresh token failing to refresh at the correct time when using the Exact Online integration

#1019725

Resolved an issue with License/Subscription failing to show when using the new Configuration storage method enabled in Advanced Settings

#1019671

Fixed a minor display issue with the workflow stages chevron view when showing the workflow stage start dates

#1019528

Resolved an issue with the wrong currency showing up on the Item/Product selection when not using multi-currency

#1019442

Fixed an issue with ticket driven service statuses incorrectly showing services as having a fault

#1019429

Fixed a minor issue with allowed child ticket types

#1019322

Fixed an issue with invoice region being overriden by the site region in some cases in Avalara

Also in 2.206.1 · 2.196.101

#1019308

Fixed an issue where the generic agent name was not used on the portal activity feed when set

#1019210

Fixed PDF formatting issue with $-invaddress when some address lines are empty

#1018948

Fixed an issue that caused mentions to be included when syncing tickets or actions between linked instances, which could cause it to notify the wrong agent

#1018579

Updated Labour and Travel and Invoice Creation module Guide Links

#1018397

Fixed an issue with translating custom email templates

Also in 2.206.1 · 2.196.101

#1018181

Fixed an issue with bulk updating attachments

#1018151

Fixed an issue with the asset endpoint not applying the default limit of 50 if not using pagination

#1018124

Fixed an issue with pagination on the site endpoint

#1018055

Allowed decimal values to be inputted into target uptime

#1017622

Resolved an issue with Action time rounding not showing correctly when using Ticket level rounding when there are actions with zero time but charge rates applied on the same Ticket

Also in 2.206.1 · 2.196.101

#1017289

Added risk level as a configurable lookup code

#1017021

Fixed a display issue causing team leaders to appear multiple times when linked to the team through different roles

#1016896

Fixed an issue with 'ticket changed' notifications not triggering when changing certain fields

#1016842

Fixed an issue causing Google mail errors from showing correctly

Also in 2.206.1 · 2.196.101

#1016481

Fixed an issue with asset type rule mappings for the Jamf integration

#1016352

Resolved an issue with the option for overriding pro rata showing in the Ready For Invoicing area failing to save correctly

Also in 2.206.1 · 2.196.101

#1016335

Fixed an issue where $-COUNTERSIGNAPPROVE and $-COUNTERSIGNREJECT wouldn't populate in some cases

#1016301

Fixed an issue with clearing the source instance for syncing config

Also in 2.206.1 · 2.196.101

#1016144

Fixed some mappings issued with the Sage Intacct integration

Also in 2.206.1 · 2.196.101

#1015473

Fixed an issue where team leader approvals included inactive agents

#1015453

Fixed an issue where the default status would not get applied when revising a quote

#1015380

Fixed an issue with some new users matching incorrectly when imported via the Google Workspace integration

Also in 2.206.1 · 2.196.101

#1015194

Fixed an issue with the service level setting 'Screen after a ticket has been logged' not applying in certain cases

Also in 2.206.1 · 2.196.101

#1015082

Fixed an issue with using custom SQL fields on anonymous actions

Also in 2.206.1 · 2.196.101

#1014860

Updated the wording for the agent co-managed IT permission

#1014520

Allowed completion of other agents appointments, if you have permission to, when the appointment is private.

#1014391

Resolved an issue with User changes made from Agent changes failing to save when more than 20 Teams or Agents are updated at a time

#1014301

Fixed an issue runbook steps becoming uneditable in some cases

Also in 2.206.1 · 2.196.101

#1014295

Fixed an issue where setting trace level reset to -1 would cause a trace level reset on the next check.

Also in 2.206.1 · 2.196.101

#1014204

Fixed an issue with the asset tag not being set on IT Glue imports

#1014018

Fixed an issue where Department Assets access level wouldn't display Assets against other Users

#1014009

Resolved an issue with Custom Fields failing to load on Column Profiles for Invoices

Also in 2.206.1 · 2.196.101

#1013750

Fixed an issue with adding service subscribers

#1013154

Improved the logging for Microsoft Sentinel webhooks

Also in 2.206.1 · 2.196.101

#1013102

Fixed an issue where a 500 error would be thrown when loading a contract when having the settings enabled to have multiple clients per site

Also in 2.206.1 · 2.196.101

#1013072

Fixed an issue where top level charge rate restrictions would apply when top levels are disabled

#1012924

Minor fix to resolve an incorrect label on the Title of the Pax8 Integration

#1012419

Minor fix to a mislabelled title on the Pax8 Integration

Also in 2.206.1 · 2.196.101

#1012417

Fixed Automated Tickets not being generated when a licence end date is moved forward and a ticket has already been generated for that licence previously

Also in 2.206.1 · 2.196.101

#1012189

Improved accuracy of Mail Campaign open rate tracking/link click tracking

#1012110

Common bots have been blocked from counting as an open/click.

Please note this won't be 100% accurate.

Resolved an issue with the Microsoft CSP Integration failing to remove licenses for Users that were made inactive and then deleted from Entra at a later date

#1011918

Added performance improvements for syncing with Salesforce on the integrator

#1011896

Fixed an issue with field mapping options not being visible on Sage Intacct field mappings

Also in 2.206.1 · 2.196.101

#1011778

Fixed an issue with the dashboard online repository not working

Also in 2.206.1 · 2.196.101

#1011527

Fixed an issue where Completed Appointments would add an action to Tickets when cloned

Also in 2.206.1 · 2.196.101

#1011517

Fixed a performance issue related to loading Contracts without any Schedule Plan records

#1011059

Fixed variables sometimes not populating in appointment notes

#1010964

Resolved an issue with authenticating the SnelStart connection

#1010953

Fixed an issue with mapping the Warranty End field for Halo Asset Discovery

#1010682

Resolved an issue with Time Entries becoming locked from billing recalculation when the charge rate is updated but not the billable time allocation

#1010262

Resolved an issue with updating License Quantity via the CSP API failing to function from the Customer record

#1010077

Fixed an issue with incorrect records showing in the ticket event log tab

Also in 2.206.1 · 2.196.101

#1009731

Fixed custom fields sometimes not being returned when retrieving a list of customers via the API with the include_custom_fields parameter

#1009576

Resolved an issue with the drag and drop function to re-order Project Tasks failing to work as expected

#1009439

Resolved an issue with updating Ticket Tags failing to trigger the Ticket Changed event

#1009438

Fixed issue with $ variables not populating from money custom fields in regions using comma decimal separators

#1009402

Fixed issue preventing item cloning when 'Match newly created Items using the API on Manufacturer SKU of existing Items' setting is enabled

Also in 2.206.1 · 2.196.101

#1009274

Fixed an issue with backend service monitoring filtering on the incoming email logs

Also in 2.206.1 · 2.196.101

#1009255

Resolved an issue with Total Invoice amount showing incorrectly for PDF generation when using AST with Quickbooks and the first line on an invoice is marked as "Bundled/Cost Only line"

Also in 2.206.1 · 2.196.101

#1008738

Fixed the Revise button on quotes not resetting the internal approval status

#1008490

Fixed an issue with value mappings not working for event management

#1008310

Resolved an issue with template defaults failing to be set when using an Action to apply the template

Also in 2.206.1 · 2.196.101

#1008300

Fixed an issue with using multi-select filters on dashboards

#1008200

Fixed an issue with approval processes using delegate approvers

#1008101

Resolved an issue with new Charge Rates failing to set the Weekend Multiplier to 1 by default

#1008023

Fixed an issue with Sales Orders and Quotes not calculating year one totals correctly in some cases

#1007951

Resolved an issue with using the Appointment Scheduler function with Resource Booking for unassigned tickets failing to create the appointment for the chosen Agent

#1007898

Resolved an issue with Ninja Site mappings being removed when following the specific process of adding a new mapping, importing the Organization for the new mapping and then adding more mappings after the import is complete.

#1006959

Improved error handling for report Excel exports

#1006857

Fixed an issue with quote tax updating after a Sales order is created and the lines cannot be updated

Also in 2.206.1 · 2.196.101

#1006566

Fixed an issue with an internal change

#1006534

Fixed an issue with quote column profiles displaying incorrect column names when adding new profiles

Also in 2.206.1 · 2.196.101

#1006417

Fixed an issue with the authorisation of the Endpoint Central integration

#1006386

Fixed an issue with travel time not being affected by the date range fields in awaiting review in some cases

Also in 2.206.1 · 2.196.101

#1006164

Fixed an issue with invoicing filters on recurring invoices very rarely causing no invoices to display in error

Also in 2.206.1 · 2.196.101

#1006162

Fixed an issue where sending a quotation would not queue a 'Quotation Updated' event

#1005232

Fixed an issue where the Create PO button could show on sales order lines when the full quantity has already been ordered.

Also in 2.206.1 · 2.196.101

#1004826

Fixed an issue where creating an action though a runbook would not respond to the ticket if the action is set to do so

Also in 2.206.1 · 2.196.101

#1004632

Note: The property set_response_if_not_set will need to be set to true as part of the runbook action creation json

Fixed an minor issue with milestone value billing

Also in 2.206.1 · 2.196.101

#1004206

Fixed an issue with some changes not showing in the instances config area

Also in 2.206.1 · 2.196.101

#1004108

Fixed an issue with ArrowSphere integration where "Customer Subscriptions to Import" filter wouldn't work

#1003963

Fixed an issue where POs created from Sales Orders couldn't be added to other POs on that Sales Order

Also in 2.206.1 · 2.196.101

#1003418

Improved the error handling for the Google Business Integration

Also in 2.206.1 · 2.196.101

#1002981

Fixed an issue with the "Asset Site Allocation" setting for Intune being bypassed when managing user assignment from Entra

#1002924

Fixed an issue with category names translating incorrectly in certain conditions

Also in 2.206.1 · 2.196.101

#1001825

Fixed an issue where the agent permission 'Can Create Notifications' would not allow you to create personal notifications

#1000583

Fixed an issue where using *Agent Logging/Doing* on an action, which is copied onto child tickets, would not populate when processed via the background service

#1000401

Fixed spelling mistake on custom field settings

#1000010

Fixed formatting issue affecting ticket details from formatted emails

#999984

Fixed a rare issue with linking Tickets to Jira

Also in 2.206.1 · 2.196.101

#999891

Fixed issue with adding approval action to ticket

#999668

Fixed an issue in ticket rules where timezone criteria would be incorrectly cleared/changed

#997573

Fixed an issue with the 'Exclude this entity' option on a service user access restriction after automatic migration to criteria groups.

#997161

Fixed an issue where data sources would not save correctly in certain scenarios

Also in 2.206.1 · 2.196.101

#996736

Improved the handling of consumption data being saved in Microsoft CSP

Also in 2.206.1 · 2.196.101

#996357

Fixed an issue with certain suggestion type in AI insights

Also in 2.206.1 · 2.196.101

#994952

Improved the hint for runbook workflow sleep duration

#994337

Fixed an issue with the v2 line totals calculation method replacing variables in the incorrect order in some cases, leading to slightly incorrect calculation

#993537

Added related assets tab to child templates

#993027

Fixed N-Central alerts failing to match customers when the alert description doesn't include line breaks

#992984

Fixed an issue where the 'Open in N-Central' button would fail if your N-Central URL had a custom port number

Also in 2.206.1 · 2.196.101

#990464

Fixed an issue where emails with emoji at the start of the subject would match to incorrect sites due to site prefix matching

#990161

Fixed an issue with opening suggested articles from the chatbot

#986075

Fixed an issue with access control on services and service categories incorrectly showing the delete button

Also in 2.206.1 · 2.196.101

#986068

Improved login error when trying to log in to the portal via EntraID SSO for the first time, but the user does not have access to the portal.

Also in 2.206.1 · 2.196.101

#985891

Fixed page title and page description overrides for search pages and the news article page

#982630

Fixed an issue with $-SLAHOLDRICHACTIONNOTEPRIVATE not resolving correctly

Also in 2.206.1 · 2.196.101

#982523

Fixed an issue with the loading of dynamic lookup custom fields on invoice lines and quotation lines

Also in 2.206.1 · 2.196.101

#981339

Fixed an issue with rewinding merged invoices not working correctly in some cases

Also in 2.206.1 · 2.196.101

#979854

Fixed an issue where sales order status changes would not trigger a notification or queue an event

Also in 2.206.1 · 2.196.101

#962853

Fixed an issue with new suppliers not inheriting the default Xero tenant

Also in 2.206.1 · 2.196.101

#961660

Fixed an issue with dynamic SQL fields on actions not using the live field values on the portal

#958900

Fixed an issue where Subscriptions could be split into multiple Licences when importing from Giacom

Also in 2.206.1 · 2.196.101

#956786

Fixed a minor issue with the shown list of agents when re-assigning and the agent cannot assign to agents in teams they are not a member of

#949466

Fixed the prepay threshold popup appearing for customers whose prepay contract has expired

#800178

Fixed a minor issue with creating new recurring invoice lines that use calculated quantities

#769089