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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.220.1

Unreleased

Released on Dec 3, 2025 · 133 updates

Added fields to the LiveChatHeader table to store the date the First Agent joined a live chat and the time in minutes the User spent queueing for an Agent

#1112870

The Fields area:

  • LCHdatetimeagentjoined - Date time
  • LCHqueuetime - Decimal in minutes

Additionally, when using the Wait time calculation method of Average queue time, the calculation will now be more performant as it is using the new fields above. Please note if you are using this calculation method, it will be inaccurate for a period of time after this upgrade occurs whilst new data is gathered to calculate the wait time.

Added an option to Distribution Lists to determine which User email field to send emails to

#1108508

Also applies to Mail Campaigns using the Distribution List

Added link to Halo University within the Help menu

#1108328

Added the option to remove the ticket summary from "linked to ticket" records in an asset's change history

#1105329

Resolved an issue causing Expense lists to not be able to be ordered by Agent Name

Also in 2.220.1 · 2.208.121

#1104868

Added various SLA related fields to Column Profiles

#1104799

The following fields/columns are now available:

  • Respond By Date
  • Response Date
  • First Respond By Date*
  • First Response Date
  • SLA State
  • SLA Response State
  • SLA First Response State*

*These are new database fields which can now be used in reporting with the following column names: ffirstrespondbydate, fslafirstresponsestate

Added _match_additional_id property to entities that support _match_thirdparty_id

#1104757

This allows the elthirdpartyadditionalid property to be set in the database.

_match_thirdparty_id must still be included

You can now restrict read/update of FAQ list fields based on Agent Role

#1092687

You can now view which Sites a User is a Site Contact for on their User record

#1088051

A table of Sites can be found in the User's preferences tab, within the Site Level Notifications group.

You can now set a default note against a product bundle

#1085601

Added "has a value" and "does not have a value" filter options to Ticket Lists

#1080062

Improved the display of the status icon, priority, and agent columns in self-service portal ticket lists

#1069797


They now display more similarly to the agent columns.


Added the setting 'Automatically apply the following template' at action level

#1066593

You can now allow anonymous voting on the Self Service Portal

#1065189

You can now hide article ratings on the portal without disabling article voting

#1065059

The functionality previously controlled by “Hide Article Ratings” has been split into two separate settings. The new “Disable Article Voting” option hides article ratings and prevents users from voting, while “Hide Article Ratings” now hides the rating display but still allows users to vote on Knowledge Base articles


You can now search all configuration settings

#1063563

Currently, settings within integration pages will not be searched.


An eye icon will appear next to any setting that has visibility conditions, indicating that the setting itself may be hidden on the page depending on the value of another setting.



Added settings to prevent the change of the end user during approval

#1063542

You can now prevent the user of a ticket from changing it if the ticket is pending an approval process outcome 

This setting is found in the Approval Processes Settings 


This behaviour can be overridden at the ticket type level 


Added a setting to the Azure AI Translator integration to allow users to translate live chat messages in the portal

#1062458

Added Insert Canned Text option for rich text fields when changing the Service Status

#1044325

Added 2 new runbook variables: last_response_code and last_response_error

#1043612

last_response_code returns the HTTP status code of the last request made by the runbook.

last_response_error returns the error message if the status code was a failure. For example 401 will return "Unauthorized". If the result was 400 Bad Request, then the response body will be checked for an error message.

Added new settings to the Defaults tab on Field Groups to set a default tab and read/modify restrictions

#1025422

Added the ability to map departments within user SQL imports

#1011853

Added the ability to hide the generate asset tag button for all asset types when creating an asset

#1006787

Added a setting to Column Profiles to allow customisation of the text displayed on calendar events

#987983

There is a new setting on Column Profiles "Title for Calendar Events". Dollar variables can be used to display ticket information on the Calendar view, similar to the Tile and Kanban views.

Added Filter Groups to Ticket Lists

#979393

This allows you to add groups of filters to Ticket Lists which act as a logical OR. Therefore you can list tickets which match the filters of one group, or a different group so they can be viewed in the same list. You may have up to three Filter Groups per list.

Added user access restrictions to service request details

#935454

There is a new setting that can be enabled within Configuration > Service Catalogue, under the "Catalogue" section:

Once enabled, this will show the user access table that is also present on Services and Categories, when adding or editing a Service Request:




If a User does not have access to any Service Requests for a given Service, they will be unable to view that Service Request in the Service catalogue. They must also have access to the Service itself.

Added the ability to map warranties in the Halo Asset Discovery Integartion

#810920

Added an action setting that defines how the user is determined on a ticket when creating child, parent, or related tickets

#804332

On an action, you can now determine the New Ticket User creating child, parent, or related tickets

This will allow you to specify on the action who the end-user should be when creating child, parent, or related tickets

Added access control to Asset Custom Tabs

#782421

This can be enabled by turning on the setting 'Use access control to determine tab visibility' in advanced settings.

Added a new runbook step type to end the current runbook and start a new one

#772258

On a runbook step, you can now add the new action type to "Start a new Runbook."


This will allow you to chain runbooks such that when one ends, the next one starts 

Added Override Mailbox functionality to scheduled reports

#703967

You can now map SyncroMSP custom fields for assets

#496232

SyncroMSP Custom Fields supported include:

  • Text
  • Text area
  • Date
  • Checkbox
  • Dropdown

Fixed an issue where chat Wait Messages could cause a chat to end abruptly

#1116374

Fixed an error syncing invoice group lines to Fortnox.

Also in 2.220.1 · 2.208.105

#1116192

Fixed issue with item bundle descriptions

#1116139

Minor change to the rule criteria for "Assigned Agent Status is Offline" to better clarify how it functions

#1115279

Fixed an issue with the quotation variables not populating on quote PDFs

#1115162

Resolved an issue with recieving an error when saving a Canned Text item to your favourites, even though the save process is successful

#1114653

Fixed an issue where client level quote PDF template override would apply to purchase orders and sales orders

Also in 2.220.1 · 2.208.121

#1114637

Fixed an issue where Custom Lookup fields could display without values on the Self-Service Portal when Client Restrictions were set

#1114541

Fixed a rare issue where Incomplete Timesheet notifications wouldn't send

#1114374

Minor changes to descriptions for the Item property "Do not track stock" to better explain it's function

#1114365

Fixed an issue deleting workflow history when clearing ticket data

Also in 2.220.1 · 2.208.121

#1113843

Fixed a minor issue with changing the assigned agent on a ticket without an SLA

Also in 2.220.1 · 2.208.121

#1113761

Fixed monitored business applications not showing within the monitored services against a ticket

#1113667

Resolved an issue with deletion of a project incorrectly deleting assocated sales orders when permanent ticket/project deletion is enabled

Also in 2.220.1 · 2.208.121

#1113622

Fixed an issue where Distribution Lists and Mail Campaigns would just show the ID when in tile view

Also in 2.220.1 · 2.208.121

#1112752

Fixed an issue where a series runbook could run in parallel if triggered twice in quick succession

Also in 2.220.1 · 2.208.121

#1112734

Fixed issues with SailPoint timing out

#1112313

Fixed an issue when rounding to increment before applying multipliers on Actions

#1112117

Resolved an issue with a report timezone failing to adjust the end date used

#1111999

Fixed the "Determine CAB from a custom field" approval type failing when triggered via an Approval Rule

Also in 2.220.1 · 2.208.121

#1111809

Fixed a connection failure when using the test button on Dynamic SQL Custom Fields that use a different DB connection

#1111352

Fixed an issue with checking maintenance windows when submitting actions

#1111253

Resolved an issue with Action Custom Fields failing to show when configuring Fields Group Field visibility for Actions

Also in 2.220.1 · 2.208.121

#1111178

Fixed issue with Prospect sites not displaying

#1110905

Fixed a minor issue with the "requires attention" status

#1110825

Fixed an error when importing dashboards from JSON

#1110800

Fixed an issue where Software Releases wouldn't create when version was too large

Also in 2.220.1 · 2.208.121

#1110681

Fixed an issue where editing Field Group defaults would not apply the changes to the field list if a save has previously occurred

#1110150

Resolved an issue with end users being unable to cancel appointments from the self service portal

#1109806

Fixed an issue with Sage Intacct fieldmappings rarely not populating

Also in 2.220.1 · 2.208.121

#1109790

Resolved an issue with Agent signature creating a duplicate attachment with the incorrect name (Signature.jpg)

#1109724

Updated Meter tier pricing to allow up to 4 decimal places

Also in 2.220.1 · 2.208.121

#1109714

Resolved an issue with cost for Cost Only lines failing to be taken into account for Invoice profit calculations

#1109691

Fixed an issue with removing the percent increase period value from recurring invoices

#1108989

Fixed a minor issue with adding visibility conditionals to optional items on services

#1108594

Fixed an issue with editing user access on services before saving

#1108591

Fixed an issue with service user access exclusions

#1108587

Fixed an issue where importing SKU on Quotation Lines wouldn't import Item link

Also in 2.220.1 · 2.208.121

#1108290

Fixed an issue where the agent timeout in the chat could wait for longer than configured

Also in 2.220.1 · 2.208.121

#1108220

Fixed an issue with timesheet notifications

#1108209

Resolved an issue with being unable to edit the credentials used for Application permissions type Exchange/Entra Calendar integration

#1107466

Fixed an error in the task scheduler when using a comma decimal separator.

Also in 2.220.1 · 2.208.121

#1107353

Fixed an issue with a label on a new Microsoft CSP product import setting

#1107216

Fixed an issue where invalid SQL lookup values in custom fields could cause an error

#1107185

Fixed an issue where agents received repeated incomplete timesheet notifications

#1107169

Fixed an issue deleting assets if maintenance windows are enabled

#1107001

Fixed an issue with Twilio default area codes not applying

Also in 2.220.1 · 2.208.112

#1106888

Added the $~INVOICEINTERNALNOTE variable

#1106871

Fixed an issue where imported CSP Licences wouldn't match to Users

Also in 2.220.1 · 2.208.121

#1106827

Fixed an issue with ready for invoice generation of sales order failing in some cases

#1106526

Fixed an issue where Qualification matching could error

Also in 2.220.1 · 2.208.121

#1106518

Fixed a minor issue with stock received webhooks

#1106474

Fixed an issue with clearing approval results

Also in 2.220.1 · 2.208.121

#1106165

Fixed an issue where price could use hours instead of amount when enabling 'Use amount instead of hours' on Contracts

Also in 2.220.1 · 2.208.121

#1106129

Fixed a potential issue with configuring a Virtual Agent with Azure OpenAI

#1106103

Fixed an issue with field visibility conditions getting removed when editing ticket types

#1106057

Fixed an issue where cloning a ticket with a third party ID set would fail to create a new ticket

#1106019

Fixed an issue with deleting assets when using maintenance windows

#1105947

Updated Meter tier pricing to allow up to 5 decimal places

#1105773

Added a setting to determine how the status of a cloned quote is set

#1105692

Removed time input from recurring invoice schedules and fixed a UTC issue with next creation date calculation.

#1105582

Fixed an issue with clicking the "All Articles" button

Also in 2.220.1 · 2.208.121

#1105523

Resolved an error given when using Agent variables such as $ AGENTFIRSTNAME and $ AGENTLASTNAME when the action is a system action

#1105461

Resolved an issue with linking prepay records to invoice lines failing to remove the link when the prepay is deleted

#1105222

Resolved an issue with Xero payment webhooks creating a payment in Halo then deleting it and adding a new one very quickly after

Also in 2.220.1 · 2.208.121

#1104861

Fixed an issue where enabling the site field "is stock location" would not be audited

Also in 2.220.1 · 2.208.121

#1104763

Fixed a Minor UI issue with the Workflow Preview screen

Also in 2.220.1 · 2.208.121

#1104725

Fixed an issue with adding sales mailbox emails to a new opportunity

#1104456

Resolved an issue with using the NinjaOne device import when choosing an induvidual organisation's devices to import

Also in 2.220.1 · 2.208.121

#1104190

Fixed an issue adding the to-do list to a ticket when applying a template to a ticket via the API

Also in 2.220.1 · 2.208.121

#1104068

Fixed an issue with the Hopewiser integration when it is used by anonymous users

Also in 2.220.1 · 2.208.121

#1103895

Fixed an issue with lookups causing errors on tickets in certain cases

Also in 2.220.1 · 2.208.121

#1103865

Fixed an issue which could occur when trying to save a Ticket Rule with no criteria

#1103839

Added field hint to "don't allow new tickets via email" on mailbox level

Also in 2.220.1 · 2.208.121

#1103205

Fixed an issue where opportunity phone numbers displayed incorrectly after ticket creation

Also in 2.220.1 · 2.208.121

#1101734

Fixed actions failing with an invalid ticket type error when the agent doesn't have access to the action's default ticket type

Also in 2.220.1 · 2.208.121

#1101466

Fixed an issue where deleting a ticket could sometimes delete unrelated Event records

#1101319

Fixed a minor issue with budget recalculation

Also in 2.220.1 · 2.208.121

#1101186

Fixed an issue with viewing password fields on the portal

Also in 2.220.1 · 2.208.121

#1100926

Fixed an issue where deleting a linked item did not clear its link in the database

#1100853

Fixed a rare issue where Exchange Calendars wouldn't sync when using the App Impersonation connection method

#1100215

Fixed an issue with updating customer details in SnelStart

#1099584

Fixed an issue with loading subsequent pages of an Asset's change history

Also in 2.220.1 · 2.208.121

#1098568

Fixed an issue where the charge rate would not show when logging quick time against an opportunity

Also in 2.220.1 · 2.208.121

#1095913

Increased number of categories allowed to be used for AI categorisation

#1094788

Fixed an issue with additional agent permissions not applying to tickets

#1092823

Fixed an issue with the add to array option on a runbook

#1092526

Fixed issue with impersonating Supplier Contacts

Also in 2.220.1 · 2.208.121

#1091461

Fixed an issue with syncing email template changes between instances.

Also in 2.220.1 · 2.208.121

#1090056

Resolved an issue where the minimum total for an invoice is not used correctly when calculating meter invoices

Also in 2.220.1 · 2.208.121

#1088292

Fixed an issue with importing custom attributes from Entra ID when using Deltas

Also in 2.220.1 · 2.208.121

#1086654

Fixed an issue processing create and update events received in close proximity for the same entity in the incoming webhook service

#1078337

Added a hint to approval process setting

#1070423

Fixed an issue where emails send from the auth server could timeout

Also in 2.220.1 · 2.208.121

#1068625

Fixed an issue that prevented outgoing emails from the Gmail sales mailbox

#1065334

Fixed actions failing to update the ticket's custom field value when the custom field appears multiple times in the Ticket Type's field list

#1042283

Fixed an issue with user imports with licences rarely causing duplicate pro-rata lines

Also in 2.220.1 · 2.208.121

#1026581

Fixed an issue with bulk editing tables

#1011645

Fixed an issue with ticket ID sometimes being cleared when starting a chat from a ticket

Also in 2.220.1 · 2.208.121

#1010315

Added access control to Product Groups

#842571

Fixed two issues regarding contract balance

#639865
  1. Fixed an issue with $-CONTRACTHOURSREMAINING not displaying the same value as when shown on a ticket using the setting for show contract balance at ticket level.
  2. Improved the performance of the setting to show conrtact balance at ticket level