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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.228

Beta

176 updates across 8 patch releases

2.228.8

Mar 12, 20261 fixed

Fixed an issue that caused an error when performing bulk invoice creation.

Also in 2.228.8 · 2.220.74

#1238872

2.228.7

Mar 9, 20264 fixed

Fixed users being unable to log in via SAML if they haven't logged in before

Also in 2.228.7 · 2.220.66

#1235093

Resolved an issue with Sales Orders being unable to be invoiced when they have 0 value

Also in 2.228.7 · 2.220.67

#1239418

Fixed issues with FAQ permissions

Also in 2.228.7 · 2.220.72

#1240174

Fixed an issue with using Halo AI connection

#1240382

2.228.6

Mar 2, 20261 fixed

Resolved an error thrown during procesing of a custom integration/runbook

#1234569

2.228.5

Feb 27, 20264 fixed

Resolved an issue with the calling number on the call screen showing as "null"

#1207312

Fixed minor issue when trying to edit/add Dashboard filters

#1223351

Fixed issues with criteria on automation sequences

#1223503

Fixed a visibility issue with the New Article/News Article buttons within the KB area

#1223864

2.228.4

Feb 27, 20262 fixed

Fixed an issue with Exchange Calendars subscription management when using role based sync type

#1222408

Fixed issue with criteria on sequenced automations

#1222423

2.228.3

Feb 25, 20264 fixed

Fixed an issue with syncing appointments to Exchange Calendars when role based sync was enabled

#1209675

Fixed the issue with Dblookupservice not working correctly when trying to log

Also in 2.228.3 · 2.220.71

#1209930

Fixed an issue importing software licenses with the Snow Atlas integration

#1210889

Fixed issues with workflow automation sequencing

#1211063

2.228.2

Feb 24, 20269 fixed

Fixed a styling issue in ticket lists

#1204517

Fixed an issue with upgrading to 2.228

#1204998

Fixed an issue with replacing users in CABs with another user when deleting users

#1205058

Fixed an issue with editing KB articles

Also in 2.228.2 · 2.220.71

#1205584

Fixed label override not applying for the Team field on the Portal

#1205674

Fixed issue with changing workflows

#1205981

Fixed an issue with software duplication on the Snow Integration

#1206602

Fixed a minor issue with KB owner fields on article drafts

#1206622

Fixed a bug with Variable Suggestions not inserting correctly on Column Profile tile layout configuration

#1206851

2.228.1

Feb 20, 202639 added · 12 improved · 100 fixed

Added settings to services configuration to show a category of the top 10 trending services and the user's top 10 most recent services logged on the portal service catalogue

#718149

If a service is set to be excluded from the favourite services, it is also excluded from these categories

Added variable suggestions

#789278

The new advanced setting 'Allow Variable Suggestions' allows variable suggestions when using a rich texts in certain configuration areas.



The option 'Variable text search' acts similarly to mentions where typing '$' will then bring up a searchable list of variables.



The option 'Insert variable from list' will allow you to insert a variable full list similarly to canned text inserts.



The configuration areas where variable suggestions appear are:

  • Actions
  • Column Profiles
  • Email Templates
  • Templates
  • Canned Text
  • Ticket Type

Added the option to display ticket timing metrics on tickets

#801374

When using SLAs, this can be enabled per ticket type using the setting "Show ticket timing metrics"

This will add a button next to the SLA details on the ticket that, when clicked, will show a window to show the metrics


This will show a breakdown of the working hours that a ticket has been open. This includes:

  • The time spent assigned to each team (excluding time on hold)
  • The time spent assigned to each agent (excluding time on hold)
  • The time spent with agents vs time spent with the supplier (Only if the ticket has been logged to a supplier)
  • The time spent assigned to an agent and waiting for suppliers, if applicable, vs waiting on user input (on hold)

Fixed an issue with Knowledge Base Table of Contents links not working in the End User Portal

Also in 2.228.1 · 2.220.71

#822441

Added new setting to exclude 'out of date range' Recurring Invoice lines on the Ready for Invoicing screen

#823561

Added dynamic visibility to KB/News article creation buttons so they will only appear when the logged in agent has permission to create them

#883274

Added a sequence number to workflow automations

#919779

When adding an automation to a workflow, you can now set a sequence. This can be between 0 and 10.


All automations with the same sequence will be queued at the same time, starting from the lowest value.


This allows automations that rely on the results of other automations to run later or to avoid 2 automations attempting to update the same data at the same time.


Timed automations do not have a sequence and will run at the time specified. 

If the workflow step advances before all sequences have completed, later sequences may not be processed.

Added article owners to article drafts

#949079

The article owners are split into two fields for article drafts, which are combined into the article owners field once the draft is published:

  • Teams that own this article
  • Agents that own this article

Added date filtering to Configuration Changes area

#979852

Fixed Ticket CF default values not applying to Actions

Also in 2.228.1 · 2.220.71

#1004092

Added the setting "Allow ongoing slots to be booked" to asset type resource booking

#1009502

This is only configurable if the minimum hours in advance to allow booking is 0 and will allow booking slots to be selected if the start date has passed but the end date is in the future.

Added the Related Business Application field to Ticket Templates

#1009963

Fixed an issue where partial-day holidays would not be accounted for when calculating working hours, affecting fields such as SLA resolution targets

#1019778

Fixed issue with related services not being set to its default if changing the ticket type via an action

Also in 2.228.1 · 2.220.71

#1027439

Added a Ticket Type level setting that allows you to rearrange the order in which user detail fields appear on a ticket

#1032706

Fixed an issue where you couldn't import software from Ninja for macOS & Linux devices

#1040468

You can now enable an agent qualification filter on the calendar module

#1043912

This can be enabled from Configuration > Calendars and Appointments > General Settings > Show the Qualification filter within the calendar

Fixed a date format display issue for Related Assets on Tickets

Also in 2.228.1 · 2.220.71

#1044134

Added the ability to map multiple clients to a site within a Site XLS import

#1046876

This can be achieved by passing valid JSON of the clients into the SiteClient column. 

Added the setting 'Timezone input default timezone'

#1054554

Fixed an issue where deleting Credit Notes wouldn't delete associated credit allocations

#1064549

Added separate rule match actions for each time rules are checked and applied during ticket creation.

Also in 2.228.1 · 2.220.71

#1065270

Added support for Zero Data Retention (ZDR) credentials when using the OpenAI Credentials

#1067493

These can be added when configuring the connection, and you must specify the ZDR-enabled API Key and the region, currently either US (Default) or EU.


When making an API call to OpenAI, the ZDR key will be used when the agent or user making the call is authenticated in Halo. If using OpenAI methods in a runbook, these will automatically use the ZDR credentials if specified.


Please note that ZDR is not supported for the assistants API. Virtual agents using this API will need to be changed to the response API in order to use that functionality.

Additionally, the Default Halo Connection now uses Regional Processing for Requests.

You can now include all attachments visible to the user by default for actions

#1067670

In the action configuration under the defaults tab, there is a new setting for the default attachment scope for email actions.



This single-select setting replaces the old checkbox below.


You can now select only user-visible attachments to be added as default attachments in email actions 

Added “Calendar sync type” setting for Exchange Calendars

#1068757

A new Calendar Sync Type setting has been added to control which agents can sync their Exchange calendars. 


Sync can now be managed either per agent using the existing agent preference or by allowing specific roles.


Added label overrides for several system fields

#1085915

These can be overridden at ticket type level for the following fields:

  • Summary
  • Details
  • Team
  • Additional Agents
  • Ticket Tags
  • Contributors
  • Estimated Time

Added the setting 'If a previously imported Agent exists in the Team, but isn't found on the import then remove the Agent from the Team (Halo Integrator only)' to Microsoft Entra ID

#1091388

Added the ability to hide the 'Send' button on Quotations based on its status

#1092657

The 'Send' button on Quotations can now be hidden based on Quotation status.
The new setting can be found on the Quote status page.

Fixed issue with Knowledge Base search tiles count

Also in 2.228.1 · 2.220.71

#1093745

Added the ability to specify which shift type a notification should be sent to when sending a notification to 'agents on shift'

#1096385

A new option appears once 'agents on shift' is selected on a new notification that allows you to specify whether it should be sent to all agents on shift or just those agents on a specific shift type.

You can now allow End Users and Supplier Contacts to view and edit system and custom user fields in the Self-Service Portal

#1105165

In Service Portal Settings, you can choose which system fields a contact is allowed to see in the portal.



User custom fields can be made visible by enabling the appropriate checkboxes on the field configuration page.



The selected fields will appear on the Settings page in the portal.


Added settings to outgoing email configuration to allow identifiers for instances to be added to email subjects

#1106182

To enable this functionality, you must have linked instances. This can then be enabled via "Add an instance identifier to the subject of Outgoing Emails". If you do not add a custom identifier to the related field "Instance identifier for Outgoing Emails", the instance name will be used.

Added two new Halo API Actions in Runbooks

#1106198

New Halo API Actions:

  • Get User
  • Get Agent

Improved accessibility of the table expand arrow

#1108664

Added the option to hide Service Request Details from the self-service portal services catalogue

#1117440

This can be achieved with the setting "Hide from the Service Catalogue for End-Users" on each service request detail.

This allows the service to be used as an optional service without appearing in the main service catalogue.

Additionally, a service as a whole no longer needs to have the setting "Show in Service Catalogue for End-Users" enabled for the service request details to be used as optional services.

Fixed a display issue with the 'Active/Inactive' filter on search screens

Also in 2.228.1 · 2.220.71

#1117890

Added linked user assets to the list of assets when viewing in the self service portal.

#1119596

Fixed an issue in certain conditions with the quick search when viewing a ticket

Also in 2.228.1 · 2.220.71

#1121794

Fixed an issue where duplicate emails addresses could be loaded into a new email action

#1124221

Improved SSO error exposure on login

Also in 2.228.1 · 2.220.71

#1125946

Resolved an issue with the Unpaid Invoice Ticket criteria showing a "less than" criteria instead of "greater than"

Also in 2.228.1 · 2.220.71

#1127118

Fixed an issue where child recurring appointments were not marked as all-day

#1128175

Added a global user setting to make the Name field mandatory for new tickets when manually entering user details

#1129377

You can now use the Template field as a criteria for Notifications and Runbook triggers

#1137671

Added the ability to show custom field information when selecting an asset on resource booking

#1137851

Custom fields of type asset now have the setting 'Show in Resource Booking'. If you have the asset type level setting 'Allow selection of an available Asset/resource' enabled and the new asset type level setting 'Show available custom fields once an Asset has been selected', the custom field information on the asset you are currently booking will be shown below the asset selection.


Added exclusions for collision detection per ticket type

#1138137

Two new settings have been added to ticket type configuration, under 'Time Management, Appointments and Planning'. These require the 'Change Management' module to be enabled and 'Change Collision Detection' to be enabled to be visible.


  • Ignore Collision Detection: enabling this will bypass all collision detection for any ticket logged of that type
  • Exclude from Collision Detection: enabling this will exclude all tickets of that type from being included in collision detection

 

You can now choose a sales mailbox on a distribution list

#1139129

You can also allow a campaign to inherit the sales mailbox set on a distribution list

Added report cell links for opportunities/leads/deals

#1140881

Fixed an issue where the "THOUSAND:" modifier on $-variables didn't allow the separator to be omitted

#1141060

Minor improvements to customer signature submission

#1142217

Fixed an issue where Etilize suppliers would display on Items incorrectly

#1143810

Fixed an issue with CSP Subscription Pricing import updating date processed when failing in rare cases

Also in 2.228.1 · 2.220.71

#1144136

Fixed an issue where End Users could view opportunities without the corresponding permission on the Self-Service Portal

#1145927

Fixed an issue where Credit Notes could be paid on the Self-Service Portal

#1168165

Fixed an issue where the currency symbol could display incorrectly on Quotes

#1168755

Fixed an issue where filter profiles options could display incorrectly when editing Sales views

#1168884

Fixed visibility condition on "Allow anonymous voting on Articles" setting

Also in 2.228.1 · 2.220.71

#1170335

Fixed issue with Documents not loading on the End Users Portal

Also in 2.228.1 · 2.220.71

#1171159

Fixed an issue where Asset and Item groups couldn't be deleted

Also in 2.228.1 · 2.220.71

#1172637

Added dashboard groups to the list of access control on agents and roles

Also in 2.228.1 · 2.220.71

#1172985

Fixed an issue adding Etilize products to Quotes in some configurations

Also in 2.228.1 · 2.220.71

#1185537

Fixed a bug where an event management rule wouldn't update a ticket when receiving an update from a webhook

#1186282

Fixed a bug where workflows would be incorrectly progressed

#1188867

Fixed an issue where Radio single select fields could display incorrectly

Also in 2.228.1 · 2.220.71

#1189467

Fixed the download button on the right-click menu for documents stored on Clients/Sites/Users and Services

#1189639

Fixed an issue where Items with more than 100 characters wouldn't sync to Dynamics Business Central

Also in 2.228.1 · 2.220.111

#1189711

Minor visual improvement to configuration setting search results

Also in 2.228.1 · 2.220.71

#1189846

Fixed an issue with notifications and runbooks erroring when not allowed in any instances

Also in 2.228.1 · 2.220.71

#1190311

Resolved an issue with Recurring Invoice line quantity being set to 0 after editing/removing/adding Linked Quantity records

#1191160

Fixed email auto-replies incorrectly moving a ticket's workflow when using a pending closure confirmation/rejection outcome

#1191444

Resolved an issue with the Teams Integrator showing as not enabled when it is enabled

#1191526

Fixed an issue where Invoice PDF totals could round incorrectly when using less than 5 decimal places

#1191971

Fixed an issue where default dates on date custom fields could display incorrectly

#1192055

Fixed an issue with saving Knowledgebase articles

Also in 2.228.1 · 2.220.71

#1192402

Fixed an issue where syncing Invoices to Fortnox could round incorrectly

Also in 2.228.1 · 2.220.71

#1192556

Fixed type with maximum service category reached error message

#1192588

Fixed an issue when saving holidays with no allowance set

Also in 2.228.1 · 2.220.71

#1192686

Fixed an issue with incoming DevOps Webhooks

Also in 2.228.1 · 2.220.71

#1192730

Resolved an error given when filtering an Invoice list using the Type ID

#1192880

Fixed an issue where Sage Intacct fields were shown on invoice lines when the integration is not enabled

#1192909

Fixed typo in language pack config

#1192917

Added guide links to Document Management settings page

#1192925

Fixed a rare issue when generating Invoices from Recurring Invoices

Also in 2.228.1 · 2.220.71

#1192983

Fixed an issue where Invoice total could display incorrectly when using composite tax

#1193086

Fixed bug where a mandatory asset field could be left empty when logging a ticket from a service on the user portal which has a linked asset.

#1193091

Resolved an issue with returning Actions performed by the Automations service incorrectly being returned for Agent Only action lists when there is an Agent named Automations

#1193293

Updated mailbox organisation check to use mailbox sender restrictions

Also in 2.228.1 · 2.220.71

#1193601

Fixed an issue to prevent linking more than one client to the same organisation

#1194230

Fixed an issue where a timeout could be thrown when importing an asset from NinjaOne

Also in 2.228.1 · 2.220.101

#1194239

Fixed an issue where Dashboard Ticket filters were filtering by status ID instead of status name

#1194786

Fixed UI issue for the automated tickets criteria table

Also in 2.228.1 · 2.220.71

#1194908

Minor display improvement to the Intermedia integration

#1194924

Fixed UI issue involving a dropdown field and an empty table

Also in 2.228.1 · 2.220.71

#1194997

Fixed a minor issue with searching for an asset setting

#1195114

Fixed an issue with sorting my Last Action (Last Child Action Date)

#1195360

Minor improvement to the URL used to link to Sentinel incidents

#1196059

Fixed an issue with duplicate AI client profiling CRM notes

#1196244

Resolved an issue with recognised revenue only using the total from the first action on a ticket

Also in 2.228.1 · 2.220.71

#1196301

Fixed an issue with not being able to save the 'Don't create new Assets' on the SentinelOne integration

#1196380

Updated the minimum version for Azure OpenAI connections when using virtual chat agents

Also in 2.228.1 · 2.220.71

#1196443

Added $-AGENTEMAILADDRESS as an available variable to use within PO emails

#1196535

Fixed an issue with searching for services in the self-service portal using AI

Also in 2.228.1 · 2.220.71

#1196627

Fixed an issue with cloning assets and automatically creating business application instances

Also in 2.228.1 · 2.220.71

#1197510

Fixed the "show on children" property of attachments being overwritten when adding child tickets to a parent with "show new attachments on child tickets" enabled

Also in 2.228.1 · 2.220.71

#1197652

Resolved an error thrown when using invalid SQL for Ticket and Child Ticket templates that stops the Template from displaying

Also in 2.228.1 · 2.220.71

#1197807

Fixed a minor UI issue for conditions for Service Status Changed Notification

#1197827

Fixed an issue with the new many-to-many links for items in QuickBooks Online to Halo

Also in 2.228.1 · 2.220.71

#1197937

Fixed a bug where grandchild ticket's closure would not propagate through to grandparent tickets.

#1197971

Fixed Microsoft Teams Presence Rules not being deleted when the corresponding agent status is deleted

#1198148

Minor change to the "No Change" option in the configuration "Status to use when Ticket is released from hold"

#1198287

Fixed several minor issues with the recent addition on the N-Central Rest API

#1198615
  • Fixed an issue with changing JWT Token not working as intended 
  • Added some missing fields that are now available in the REST API
  • Fixed an issue with some warranty fields not being brought across in REST in some cases

Fixed duplicate Users being listed against a User Role

Also in 2.228.1 · 2.220.71

#1198654

Added guide links to the Mail Campaigns configuration page

#1198689

Fixed a Milestone ordering issue

Also in 2.228.1 · 2.220.71

#1198737

Fixed spelling mistake

Also in 2.228.1 · 2.220.71

#1198748

Fixed an issue with changing the layout of some asset fields

#1198759

Resolved an issue with multiple invoices being created at once causing some invoices to fail to be created and throw an error in the API when using background tasks

Also in 2.228.1 · 2.220.71

#1198804

Fixed an issue with not being able to set the 'User Matching Field (secondary)' field on the DattoRMM integration

#1198857

Added 'Contact language' as a criteria field for distribution lists

#1198948

Fixed an issue with customers name getting overridden when importing from N-Able N-Central

#1198980

Resolved an issue with projects failing to show sales orders associated with tasks on the project details pane

Also in 2.228.1 · 2.220.71

#1199033

Fixed an issue with the 'Status' label translation on ticket type allowed values tab

Also in 2.228.1 · 2.220.71

#1199095

Fixed an issue when trying to load another Instances' Config Commits

Also in 2.228.1 · 2.220.71

#1199113

Fixed an issue where an error could be thrown when calculating project times

#1199215

Fixed an issue where applying a child ticket template on a new ticket could cause an error when set to inherit the ticket user from the parent ticket

#1199349

Fixed an issue where the Xero default Income Account code wouldn't apply to Payments in some cases

Also in 2.228.1 · 2.220.71

#1199438

Fixed an issue where the new supplier contract reference could be generated incorrectly

#1199459

Added auditing to contract user fields

#1199477

Fixed a rounding issue which could cause a discrepancy between the API and UI

Also in 2.228.1 · 2.220.81

#1199812

Resolved an issue with the ready for invoice creation process where two invoice creations can happen at the same time

Also in 2.228.1 · 2.220.71

#1200008

Fixed field value restrictions not applying for the Related Services/Business Applications fields

#1200234

Fixed an issue with cloning actions not cloning their access control

Also in 2.228.1 · 2.220.71

#1200243

Fixed UI issue when displaying field value restrictions for Related Business Application field

Also in 2.228.1 · 2.220.71

#1200255

Fixed an issue where periodic totals could display incorrectly on PDFs

#1200263

Fixed an issue with creating a client from an opportunity and accessing the To-Do Group tab

#1200492

Fixed a UI issue with lookups that involve a Single Select Dynamic Custom Integration CF

Also in 2.228.1 · 2.220.71

#1200789

Improved performance of the query that loads asset relationships

Also in 2.228.1 · 2.220.51

#1200829

Resolved an issue with the GetSLATimeLeft function failing when there is no global timezone defined

#1200949

Improved performance when loading the asset relationship diagram

#1201019

Fixed an issue with empty checkboxes showing in ticket type configuration

#1201097

Fixed an issue where Item Custom Fields wouldn't display correctly when QuickBooks Online was enabled

Also in 2.228.1 · 2.220.71

#1201207

Fixed an issue with filtering by agent, team & filter outside of a ticket list when multi select ticket filtering is enabled

#1201294

Fixed an issue with timers clearing the right-click menu on the asset on a new action

#1201338

Resolved a rare error thrown after leaving the Halo application open on a ticket for a long period throwing a UI error relating to "ticket_viewers_heartbeat_seconds"

#1201935

Fixed issues with using the setting 'An Agent's access to view/edit Articles/FAQ Lists is controlled entirely by their FAQ List access level'

Also in 2.228.1 · 2.220.71

#1202017

Fixed an issue with $-LASTAGENTACTIONDATE not being replaced with an empty string when applicable

Also in 2.228.1 · 2.220.71

#1202089

Fixed an issue where the templates tab wouldn't display in the Twilio for WhatsApp Business Integration

Also in 2.228.1 · 2.220.71

#1202134

Fixed issue with User KB articles searches not saving

#1202387

Improved an error message that can occur when posting actions in an incorrect format

Also in 2.228.1 · 2.220.71

#1203257

Fixed an issue which could result in duplicate sites being returned on the API

Also in 2.228.1 · 2.220.51

#1203368

Fixed a display issue when viewing Items

#1203759