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Halo

Release notes

Current stable release
2.236.122
Latest beta
2.250.22

2.234

Beta

154 updates across 10 patch releases

2.234.10

Apr 23, 20267 improved · 3 fixed

Improved validation when creating custom tables

Also in 2.234.10 · 2.220.104

#1324891

Fixed an issue uploading SAML metadata

Also in 2.234.10 · 2.220.104

#1326022

Minor change to retrieving virtual agents

Also in 2.234.10 · 2.220.104

#1326093

Minor improvement to exporting reports to Excel

Also in 2.234.10 · 2.220.104

#1326128

Fixed an issue exporting reports to XLS

Also in 2.234.10 · 2.220.104

#1326135

Minor improvement to creating child tickets

Also in 2.234.10 · 2.220.104

#1326591

Improved custom table validation

Also in 2.234.10 · 2.220.104

#1326780

Improved webhook retry validation

Also in 2.234.10 · 2.220.104

#1326848

Minor improvement to CSV generation from reports

Also in 2.234.10 · 2.220.104

#1327009

Fixed an issue creating attachments

Also in 2.234.10 · 2.220.104

#1330559

2.234.9

Apr 15, 20261 fixed

Fixed an issue with creating attachments

Also in 2.234.9 · 2.220.95

#1325711

2.234.8

Apr 15, 20261 fixed

Fixed an issue with discount in dbc not applying correctly

#1324645

2.234.7

Apr 14, 20262 fixed

Fixed an issue with Dynamics Business Central discounts setting incorrectly in some cases

#1323885

Fixed an error when loading Automated and Scheduled Tickets

#1324066

2.234.6

Apr 14, 20263 fixed

Fixed issues with Armis Filtering

#1311847

Fixed an issue with Halo Automation Identity flow

#1323485

Fixed an issue with Audience validation in JWT assertion flow

#1323719

2.234.5

Apr 13, 20261 improved · 6 fixed

Fixed an issue with editing optional service creation rules

Also in 2.234.5 · 2.220.101

#1265761

Improved performance when editing OLAs

Also in 2.234.5 · 2.220.101

#1286147

Fixed a bug where optional services with creation rules wouldn't create in certain scenarios

Also in 2.234.5 · 2.220.101

#1286443

Fixed an issue with updating the third-party ID on agent roles

#1311628

Fixed issues with the Gantt Chart

#1311937

Fixed an issue with searching services as a user.

Also in 2.234.5 · 2.220.101

#1322354

Resolved an issue with the Appointment mention failing to use the correct in-app notification message

#1322610

2.234.4

Apr 10, 20261 added · 6 fixed

Fixed an issue with automatic service linking to tickets

Also in 2.234.4 · 2.220.101

#1250026

Fixed an issue where images wouldn't render on PDF downloads for specific client networking setups

Also in 2.234.4 · 2.220.101

#1250054

Fixed an issue where a business application instance could have the same asset tag as its business application

Also in 2.234.4 · 2.220.101

#1253541

Fixed an issue where the email field would not be populated when quick closing a new ticket and closure confirmation procedures are in use

Also in 2.234.4 · 2.220.101

#1270440

Fixed an issue with using multiple database lookups at the same time

Also in 2.234.4 · 2.220.101

#1285000

Added the option to order service searches in the portal by relevance

Also in 2.234.4 · 2.220.101

#1310419

This can be enabled in Configuration > Self-Service Settings by enabling "Order service search by relevance".

This will order the search results by relevance when users search for services

Fixed several issues with mandatory dimensions

#1311508

2.234.3

Apr 9, 202611 fixed

Fixed an issue where the $-quoteapproval variable wouldn't populate on Actions

Also in 2.234.3 · 2.220.93

#1204716

Fixed an issue where the MCP search_tickets tool could error

Also in 2.234.3 · 2.220.93

#1273551

Fixed an issue where sales orders could not be invoiced

#1285196

Fixed a bug with portal search when grouped search results are not enabled

#1286311

Fixed a minor issue with campaign ticket approvals

#1299081

Fixed issues with the Assetbots integration

#1299171

Fixed a bug where updates from suppliers on closed tickets would not create a new ticket when set to be treated as a user update.

#1299255

Fixed a bug where agents could select Distribution List as the recipient type for scheduled reports despite having no permission to access them.

#1299364

Fixed an issue where Discount variables could calculate incorrectly

#1299523

Fixed the issue with loading Gantt chart

#1310311

Fixed issue with loading the new Gantt chart

#1310591

2.234.2

Apr 8, 20261 added · 2 fixed

Added 'Customer against Ticket' criteria for dynamic distribution lists

#976418

This can only be used when sending an email to a distribution list from an action on a ticket. Using it elsewhere will result in no users being returned.

Fixed issue with Dashboard loading

Also in 2.234.2 · 2.220.101

#1272494

Fixed an issue with getting the users for a distribution list

#1273282

2.234.1

Mar 31, 202638 added · 7 improved · 64 fixed

Added the ability to automatically update quantity on hand when updating Item quantity

#637828

The option "Automatically update quantity on hand when updating Product quantity" can be found in Configuration > Integrations > QuickBooks Online

Added the ability to invoice Travel time on Projects from the Projects Ready for Invoicing screen

#658211

This option can be enabled by checking the "Include Travel time when billing Projects from the Projects Ready for Invoicing screen" option in Configuration > Billing > Labour and Travel

★ Highlight

Updated the Gantt chart with improved visuals

#788393

The Gantt chart has been updated with improved visuals. 


Ticket View

Agent View

Project View (with dark mode enabled)



All existing functionality remains the same. Further improvements to enhance the functionality of the Gantt chart will be made following this.

Added "High Importance Email" as a criteria to Ticket Rules and Notifications

#831850

Added Type and Rate fields to Expense types to support mileage expensing

#981301

Added Type and Rate fields to Expense types, so it is now possible to configure an expense as a distance type with a set mileage rate.When a distance expense is selected, the cost is calculated automatically from the rate and distance travelled to support mileage expensing.

Added the ability to edit the Bulk Action menu layout

#1006065

This can be set using the "Bulk Action menu layout" option in Configuration > Tickets > General

Added AI Agents to Configuration > AI

#1006260

Create AI Agents to automatically perform a series of tasks in Halo based on a set of instructions. They can be triggered via integration runbooks by selecting the "AI Agent" action type on a runbook step. The agent will have access to the same set of Halo functions as is already available via the MCP endpoint, such as ticket data retrieval, knowledge base search, and adding actions to tickets.


When configuring an AI Agent you must select a Halo Application for it to authorise with, and this will determine the agent's identity and permissions.


Similar to AI Abilities, you can specify input variables in the instructions, which allows values to be passed from the runbook into the agent's instructions. Once the agent has finished performing its tasks, it will respond with a message which can be used to populate output variables.


The maximum duration for a single call to an AI Agent is 5 minutes.

Added include_inactive_assets as a HTTP parameter for /consignments endpoint

Also in 2.234.1 · 2.220.101

#1018253

This still needs to be used alongside includedetails = true to return assets

Added the option to base certain configuration relationships on third-party ID

#1022599

With the advanced setting "Use third-party IDs for linking agents, users, roles, teams, and CABs to change tracked entities" enabled, config tracking records will be linked to agents, users, CABs, agent roles, user roles, and teams using the third_party_relational_id.


Currently, this applies to the following config tracked entities:

  • Approval processes
  • Approval rules
  • Cab members
  • Team members
  • Ticket rule criteria and outcomes
  • Asset users, business owners, and technical owners
  • Role agents and users

This functionality will be expanded to other entities in the future.


The value for the third_party_relational_id can be set using mappings when importing users and agents from identity management integrations such as Entra ID, or via the SQL imports integration. Roles, teams, and CABs will automatically have the ID set when imported using the SailPoint integration. The ID can also be set via XLS imports or API posts.

Improved the performance of recurring invoice line updates

#1046913

Added a button to the Integration Runbooks steps to see the logs of that specific step

#1052028

Added a new global setting to Email General Settings, 'Treat Supplier email updates as User email updates on closed Tickets'

#1066894


When enabled, Supplier updates to closed and pending closure Tickets will be treated as a User update and follow the Ticket Type configuration for User updates on closed Tickets

Added the ability to lock sales order lines once they have been 100% invoiced

#1086772

Configuration -> Sales Orders -> Lock SO lines after they are fully invoiced

Added a setting to allow all ITIL types to be logged within the Service Catalogue

#1089687

Added the ability to audit Action billing recalculations

#1098480

To enable this feature, go to Configuration > Billing > Labour and Travel and check "Audit when recalculating billing on Actions"

You can now put the following system fields on FAQ Lists: Category 1-4, Impact, Urgency and Priority

#1099866

You can now "Set Team to Agents Default" on Ticket Templates

#1108185

Added the ability to auto-assign tickets to the live chat agent

#1113496

When enabled via the chat profile setting, tickets auto-created after a Live Agent Chat session will now be assigned to the attending agent(s), rather than left unassigned.

Added the ability to send Scheduled Reports to a Distribution List

#1121838

A new option will appear when choosing who a Scheduled Report gets sent to. You can change 'Recipient Type' from 'Manual' to 'Distribution List' and then specify a Distribution List to send the report too.

Added a Custom Table level setting to enable the table as a standalone navigation area, allowing agents to add, edit and delete table rows

#1122941

Added a Knowledge Base settings to hide the Send button within article view

#1125711

Fixed an issue where automatic Appointments would fail to create when clashing with existing Appointments

#1131654

Fixed an issue with saving client/customer CRM note dynamic lookup custom fields

Also in 2.234.1 · 2.220.101

#1138745

Added a token expiry setting for Custom Integrations using OAuth 2.0 authentication

#1139983

This setting can be used to set a token expiry date for Custom Integrations when the OAuth token received does not contain an expires_in or expiry_date property. Leave this setting blank for tokens which do not expire.

Added $-CF{USE_ID} as an available variable for single select fields, this will return the ID of the selected option rather than the display text

#1140851

Added AI Ticket Clustering

#1143192

Ticket clustering can be enabled in Configuration > AI to automatically create groupings of similar tickets based on their embeddings. This helps with tracking which kinds of tickets are the most common, how many are being logged for each cluster, and new major incidents that may be occurring. Each cluster will have an AI generated description and resolution.


Start by using the "New Clustering Run" button to schedule an out-of-hours automation that will group indexed tickets into clusters using K-Means. Once the clustering run is complete, newly logged tickets will be added to their nearest cluster, allowing the cluster description and resolution to be viewed on the "AI Insights" tab.


There is also a setting to display a "Cluster Matched Tickets" tab to show other tickets in the same cluster as the ticket you are currently viewing.


When a new clustering run is created for the same ticket types as a previous cluster run, the old clusters will be archived in the database in the "Cluster" table. The "FaultClusterArchive" table stores which tickets were assigned to old clusters, allowing you to report on cluster volume changes over time. Additionally, the API's "Cluster" endpoint can be used to retrieve clusters for integration purposes.

Fixed an issue where the "Send a Test Email" button failed to send when in 'Edit' mode on Mail Campaign emails.

#1172750

Added a new setting to automatically add $-beacon to the bottom of campaign email bodies, enabling open rate tracking without manual intervention

#1172752

You can now pass Runbook level variables into new Runbooks using the "Start a new Runbook" step

#1172818

When configuring the "Start a new Runbook" step within an existing runbook, you can now add mappings of Runbook level variables of the Runbook you are editing, to the Runbook level variables to the Runbook you are starting on the step.


This allows you to override the starting values for Runbook level variables based on data from the Runbook which triggered the new Runbook.

Added a trigger for Consignment creation, which can be used for notifications, runbooks and webhooks

#1173830

Fixed an issue where single-select custom fields with third-party values failed to update tickets correctly

Also in 2.234.1 · 2.220.101

#1192685

Fixed issue with dashboard data not re-rendering when switching between tickets, clients, sites, and other entities.

Also in 2.234.1 · 2.220.101

#1195121

Added a new Team level setting: "Hide Team from assignment dropdowns"

#1196080

When enabled, this team will not appear in dropdowns as an assignable team

Fixed an issue where the Freshdesk migration could error when importing Tickets

Also in 2.234.1 · 2.220.101

#1198005

Resolved discrepancy between invoice totals shown in application vs PDF.

#1201804

You can now have distribution lists with more than 10,000 users

#1208261

The 1,000 limit on exporting distribution list members to CSV has been also been increased to 50,000.

You can now use Dashboard tabs on Suppliers

#1211075

Additionally, you can use $-SupplierID in reports and custom HTML on the dashboard widgets. This is replaced with the ID of the Supplier you are viewing the Dashboard on.

Added the ability to trigger notifications when OLAs reach specified thresholds

#1211555

These function similarly to SLA notifications.

In configuration > Service Level Agreements > General Settings, you can specify 3 separate thresholds for OLA notifications. These can be percentages or a number of working hours. 

You can then create notifications, webhooks, or runbook events based on these.


The date for these to be triggered will be recalculated automatically when an OLA is paused and unpaused.

Added the ability to filter on the Active field during the ServiceNow Migration of Articles

#1221941

Fixed an issue with saving the default asset type for the Snow integration

#1222340

Added warning when a Ticket List that uses criteria groups will return too many Tickets

#1223420

Added User Assignment functionality for Halo Asset Discovery

#1234676

Fixed an issue with editing opportunity tickets on the portal

#1236254

Improved positioning of bar chart data labels

#1239007

Improved prevention of series runbooks running in parallel.

Also in 2.234.1 · 2.220.121

#1239079

Fixed an issue with stock consignments doubling up in some cases

Also in 2.234.1 · 2.220.101

#1240080

Fixed an issue with not being able to give feedback comments when the survey setting "Only allow a User to submit a One-Click Feedback response once per Ticket" is enabled

Also in 2.234.1 · 2.220.101

#1240580

Fixed an issue with Action Groups showing the incorrect follow-up action on some quick actions with choices

Also in 2.234.1 · 2.220.101

#1241572

Fixed an issue where the Invoice Due Date on Customers was hidden in some cases

Also in 2.234.1 · 2.220.101

#1241914

Added a new authentication method to the Shopify integration

#1242090

There is a new dropdown on the Shopify Store configuration screen to choose an authentication method:



By default all existing stores will have the "Legacy custom app" option selected.


The new option allows you to connect your Shopify stores via a Dev Dashboard app.


This will present new Client ID and Client Secret fields:


Fixed issue with impersonating Supplier Contacts

Also in 2.234.1 · 2.220.101

#1244669

Fixed issue with auditing Automated Tickets

Also in 2.234.1 · 2.220.101

#1246070

Allowed translations of the Welcome Message to apply on the Portal

Also in 2.234.1 · 2.220.101

#1246563

Added $-QUOTEDISCOUNTTOTAL, $-QUOTEDISCOUNTPERCENT, $-ORDERDISCOUNTTOTAL, $-ORDERDISCOUNTPERCENT dollar variables for V2 calculation method

Also in 2.234.1 · 2.220.101

#1246706

Resolved an issue with using Custom Integrations that use live Custom Field data in the request and are using the <<!>> notation

Also in 2.234.1 · 2.220.101

#1248267

Resolved an issue with the system use of "Pax8" in the Custom Integration function

#1248565

Resolved an issue with the default state of the "Related Tickets" tab on a Ticket when it is configured to show "Customer" intially but the Global default is User

#1248655

Fixed an issue with the "Add new choices dynamically" setting for asset single select and multi select fields

#1249798

Fixed an issue with the Related Services field within Ticket Templates

#1250072

Fixed a bug when raising a problem parent ticket, an invalid ticket type error would be thrown

#1250108

Minor language pack improvement

#1250248

Fixed a rare issue with DB lookup fields

#1250918

Fixed an issue with OIDC Single Sign On for Users who have not yet logged in to Halo before

Also in 2.234.1 · 2.220.101

#1251129

Fixed an issue with a portal setting applying when not visible

Also in 2.234.1 · 2.220.101

#1251139

Fixed rare issue when refreshing widgets

Also in 2.234.1 · 2.220.101

#1251268

Fixed an issue where emojis within an action body could cause an error to be thrown

#1251338

Fixed an issue with not being able to filter quotes by assigned agent

#1251426

Resolved an issue with submitting an initial reading with a new line item on a recurring invoice failing to save

#1251496

Fixed an issue where mandatory appointment location would cause portal bookings to not be bookable

#1251656

Fixed an issue where to-do list items wouldn't clear when applying a new template that contained no to-do list items to a new ticket

#1251671

Fixed an issue where ticket template information wouldn't be cleared when changing the ticket type on the new ticket screen

#1251673

Improved the performance of the Intune integration

Also in 2.234.1 · 2.220.101

#1251868

Fixed agent permissions applying to Action Query Builder reports

Also in 2.234.1 · 2.220.101

#1251887

Fixed an issue with saving Field Value Visibility against a Field on Field Groups

Also in 2.234.1 · 2.220.101

#1251979

Fixed an issue where updating tax rates in Halo wouldn't sync to QuickBooks Online

#1252115

Fixed issues with syncing Credit Notes to QuickBooks Online

#1252157

Resolved an issue with the Accounts Integrator attempting to POST invoices that have been marked as "Do not sync to accounting tool"

Also in 2.234.1 · 2.220.101

#1252249

Resolved multiple issues with resource booking

#1253060
  • Resource booking form will now populate the users name
  • Resolved an issue with the Agent and User reminder templates saving to the incorrect property
  • Agent reminder will no longer be threaded as part of a the email thread

Resolved an issue with discounts being removed when integrating with Xero for Invoices due to the Xero response failing to contain the DiscountAmount property

#1253080

Fixed a bug with the setting "Don't show auto-approvals to users"

#1253288

Fixed Field hints not being able to be unset

Also in 2.234.1 · 2.220.101

#1253324

Fixed a minor visual bug with the ticket list

#1264171

Fixed an issue with pro-rata not deleting in some cases and improved logging on pro-rata creation to assist with debugging

#1264210

Minor security improvements

Also in 2.234.1 · 2.220.101

#1264759

Fixed an issue that could prevent saving a workflow without workflow stages

#1265569

Resolved an issue with service catalog subscriber and access groups showing via the self service portal

Also in 2.234.1 · 2.220.101

#1265711

Resolved an issue with AI Ticket Acknowledgement failing to be created

#1265805

Fixed an issue where the Federated Credential authentication method for Entra was available for hosted clients

#1265885

Fixed an issue with being able to edit the Request Source lookups

Also in 2.234.1 · 2.220.101

#1266022

Fixed a visual bug where start date & time, end date & time, and target date fields would appear in ISO format in ticket lists

#1266119

Fixed a styling issue with article fields on the self-service portal

Also in 2.234.1 · 2.220.101

#1266240

Fixed issues with access level not applying for Asset Fields

Also in 2.234.1 · 2.220.101

#1266680

Fixed an issue affecting matching for the Within IP Address Range criteria.

Also in 2.234.1 · 2.220.101

#1266940

Resolved an issue with contact fields showing on both the contact form and the Ticket form when creating a new Opportunity for a new contract

Also in 2.234.1 · 2.220.101

#1267017

Resolved an issue with blank <a> href property causing unknown Iron PDF URLs to show

#1267536

Resolved an issue with being unable to use Products that are linked primarily to another Quickbooks Tenant

Also in 2.234.1 · 2.220.101

#1268051

Fixed a bug with email matching on mailboxes with no allowed organisations

Also in 2.234.1 · 2.220.103

#1268336

Fixed an issue where in some cases, entity creation could fail if custom fields with integration methods were present

Also in 2.234.1 · 2.220.101

#1268342

Fixed an issue with SO and PO syncing to 3rd party

#1268401

Fixed issues with using the includes criteria for some runbook conditions

#1269160

Fixed an issue with bulk indexing where the automation logs would show a blank log record instead of the error message

Also in 2.234.1 · 2.220.101

#1269238

Added a setting to the QuickBooks Online integration so that products are pushed to QuickBooks Online from Halo for every tenant linked to the product

#1269389


The setting is named "Sync Products to all linked tenants" and is found on Configuration > Integrations > Quickbooks


You can now add the Ticket Tags field to an Action to update Ticket tags

#1269413

Fixed issues with editing and deleting item bundle categories

Also in 2.234.1 · 2.220.101

#1269472

Fixed a bug where service status note wouldn't reset to the default when left blank on an update with the not being previously set.

Also in 2.234.1 · 2.220.101

#1269701

Fixed a bug where multi series charts wouldn't display on dashboards due to access restrictions

#1269945

Fixed an issue with lookup CFs from a Custom Table on an Action

Also in 2.234.1 · 2.220.101

#1270241

Allowed Custom Buttons AC to show within the Access Control tab against Agents and Agent Roles

Also in 2.234.1 · 2.220.101

#1270386

Fixed an issue with setting the subscriber type on services

Also in 2.234.1 · 2.220.101

#1270728